Dubai’s Roads and Transport Authority (RTA), represented by the Rail Agency and Keolis-MHI, has obtained the International Customer Experience Standards (ICXS) certificate for the Dubai Metro and Tram.
RTA achieved a rating of 87.20 percent, which conforms to the international standard of the ICXS certificate. This achievement cements RTA’s leading role in improving customer experience in public transport across the region.
Defining the business process and service delivery standards has helped Keolis-MHI to deliver world-class services to riders, which contributes to maintaining and improving these standards. The ICXS is the only standard in the world that focuses on optimizing the entire passenger journey while focusing on individual interaction and interface points, which is essential for a multi-system.
Keolis-MHI honored its commitment to obtaining the ICXS accreditation by the end of its first year and plans to retain it throughout its partnership with RTA. ICXS is an important accreditation that allows companies to maintain the highest standards in customer experience, thereby enhancing customers’ loyalty and happiness index.
ICXS allows businesses to maintain the highest standards of customer experience, making it more likely for your customers to remain loyal to your business, helping increase revenue and profits.
Recently, RTA launched its strategic Plan 2023-2030, aligned with the Dubai Urban Plan 2040, Dubai Plan 2030, Dubai Government Directives and the UAE Government Vision, We the UAE 2031. The new strategy sets five key strategic goals, such as Seamless and Innovative Mobility, Sustainability, Health, Safety and Security, Customer Happiness and Future-Proof Organization.
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