Customer satisfaction with public transport in Zug: ZVB top rated

03.03.2026 | The results of the Customer Satisfaction Survey 2025 in the Zug area paint an extremely positive picture: with 82 out of a possible 100 points, Zugerland Verkehrsbetriebe AG (ZVB) once again achieved a very high overall rating, confirming the high quality of its services.

The ZVB recorded the greatest improvement in the area of services and network quality. In particular, the expansion outside of peak hours, the expansion of lines in the Aegeri valley and the further development of the night-time network were clearly recognised and rated positively by customers. The consistent implementation of these service improvements is reflected in a high level of satisfaction. It confirms the effectiveness of the measures taken in the 2021 customer satisfaction survey and the good cooperation between the canton of Zug as a far-sighted and prudent public transport operator and the ZVB.

Passengers were particularly positive about the cleanliness of the buses. With 88 out of 100 points, this area is one of the top-rated criteria and was increased by another 3 points compared to the last customer satisfaction survey in 2021. The drivers and customer advisors were also expressly praised for their friendliness and competence. The drivers achieved a very high score of 87 points, while the customer advisors scored 86 points. There was also a pleasing improvement in both areas compared to the last survey. Another key factor in the high level of overall satisfaction is the feeling of safety throughout the network. At 85 points, a significant increase was achieved here compared to 2021, which underlines the positive developments in this important area.

There were indications of potential for improvement in the areas of information in the event of delays and stop infrastructure. The ZVB will carefully analyse the results and take targeted measures for further improvement.

Customer satisfaction survey 2025
Every four years, the ZVB conducts a representative customer satisfaction survey on its route network. From August to November 2025, passengers were surveyed using a questionnaire. The survey was conducted by the agency YouGov Schweiz AG. The last surveys were conducted in 2021, 2015, 2012 and 2009 with comparable metrics. Survey scale: 80-100 points: very satisfied; 60-79 points: satisfied; 0-59 points: dissatisfied.

Further information
www.zvb.ch/kundenzufriedenheit

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Cyrill Weber
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Leiter Lager / Berufsbildner

Zugerland Verkehrsbetriebe AG
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