Dubai: «Gulf»
The Dubai Roads and Transport Authority, represented by the Railway Agency and the operator of Dubai Metro and Tram, Keolis MHI, has obtained ICXS (International Customer Experience Standard) certification for the Dubai Metro and Tram .
The Roads and Transport Authority achieved a score of 87.20%, which is equivalent to the level of the international standard for certification, reinforcing with this accreditation its leading role in improving and developing the customer experience in the regional public transport sector.
The authority stressed that setting standards for the way they work and deliver services has helped deliver world-class services to passengers, which will support the continuity of the Dubai Metro and Tramway in maintaining these standards at all times and their continuous development. ICXS is the only standard in the world that focuses on optimizing the entire passenger journey, paying attention to every single interaction and touchpoint, essential in a multimodal system.
Keolis MHI has confirmed its commitment to achieve International Customer Service Standard (ICXS) accreditation at the end of its first year of operations with Dubai Metro and Tram and plans to maintain it throughout its partnership with Dubai Roads and Transport Authority. ICXS is a leading accreditation that enables businesses to maintain the highest standards in customer experience, which leads to increased customer retention and an increase in the happiness rating.
