Survey January 2026

Timetable change, ZVV app & drivers in focus.

In the fourth very comprehensive survey, we dealt with topics from VBZ passenger information, the Zurich Transport Association (ZVV) and VBZ drivers. Thanks to the high turnout of over 65%, the results provide a meaningful picture of the mood, even if they do not represent a representative image of all passengers.

Topic: Information on the timetable change of 14.12.2025

On 14 December 2025, the largest timetable change in the history of VBZ took place. This brought significant changes.

When asked when respondents first learned about the timetable change, more than 90% said that they had done so at least a month earlier. Around 50% even knew about it three months in advance. This achieved the information objective of passenger information.

When asked about the desired information time, more than 90% of respondents confirmed that they had learned about the timetable change in good time.

The majority of respondents first became aware of the timetable change through media reports, followed by advertising in our vehicles. Both channels started at the same time three months before the timetable change and thus represented the first sources of information. This underlines how effective the close coordination of media information and the advertising campaign was.

Overall, the results show that a coordinated mix of different information channels helps to reach passengers in the best possible way.

The

most important sources of information for more detailed information on the timetable change were the websites of VBZ (61%) and ZVV (35%). Particularly striking: Posters were used by around 30% of respondents for in-depth information – a high figure. The online timetable and the app also played an important role. Digital services are therefore in high demand for information procurement. Overall, a mix of different information channels was used, both digital and analogue.

Finally, almost 90% of respondents rated their information situation as comprehensive or sufficient. This means that the information channels and content chosen were effective. This means that VBZ can choose the same approach again for the next timetable change.

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topic: ZVV app search function

When asked about the use of apps and online timetables, respondents were able to select several answers. The SBB app is used by almost 70% and the ZVV app by a good 55%. A more in-depth analysis shows that around half of the respondents who use the SBB app also use the ZVV app. Online timetables on the VBZ, ZVV and SBB websites as well as Google Maps are also used, but significantly less than the two apps mentioned.

Afterwards, questions about the search function were asked. Using the app or the online timetable, you can search not only for stops, but also directly for specific destinations – for example, museums, restaurants, etc. The timetable automatically shows the nearest stop.

The evaluation provides a clear picture: Around 40% of those surveyed use the search function frequently, and a further 40% use it at least occasionally. Overall, about 80% of respondents are aware of the function and are actively used. Only a small minority of 6% said they were not aware of this possibility. This makes it clear that the search function is a valuable support for passengers in planning their journey and contributes to an uncomplicated, pleasant user experience.

The most important thing for participants is the direct destination entry for restaurants and cafés, museums and venues as well as sights. This result is probably related to leisure behaviour: places that are frequently visited are also searched for particularly often. The category "Other" was mentioned by 16% of respondents. This primarily means entering a specific address. This is already possible in the ZVV app.

The ZVV will take the results into account in future developments.

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topic: Behaviour and friendliness of the VBZ drivers

The last block of questions revolved around our drivers in buses and trams. The first question about our drivers related to which behaviors the participants consider to be particularly important.

The survey shows three focal points with very high importance:

1. A calm driving style. For over 90% of those surveyed, it is important to very important that abrupt braking and hard acceleration are avoided wherever possible.

2. Additional announcements by the driver in the event of incidents. For more than 80% of the participants, additional information on the control center announcement is relevant.

3. The responsiveness of the drivers at stops and termini during the stopping time. Over 70% of respondents consider this option to be important.

Overall, the results show that, in addition to driving style, communication and presence in particular can make an important contribution to passenger satisfaction.

In the next question, the perception of the driving style of the bus and tram drivers was surveyed. It turns out that the driving style of the trams is perceived much calmer than that of the buses. 60% of the participants state that they perceive the driving style of the trams as quiet to very calm, while this figure is 34% for the buses.

Finally, the perception of friendliness of the drivers of buses and trams was surveyed. More than half of those surveyed perceive the staff in both modes of transport as very friendly to friendly, with tram staff tending to be perceived as somewhat friendlier.