Satisfaction with Holding Graz on the rise
In a city like Graz, which continues to grow, the tasks of a municipal service provider are more diverse than ever. At the same time, subdued economic growth and geopolitical conditions are presenting companies with additional challenges. This makes the results of the latest customer satisfaction analysis 2025, conducted by m(Research – Marktforschung Merchandising Consulting GmbH, all the more gratifying!
Holding Graz continues to meet the expectations of Graz residents at a high level – and has improved again compared to previous years.
High level maintained
99 per cent of the more than 900 Graz residents aged between 16 and 75 who were surveyed are familiar with Holding Graz. This means that awareness remains at a consistently high level (2024: 98 per cent).
In 2025, survey participants rated their overall satisfaction with Holding Graz at 1.8 – a further improvement on 2024 (1.9) and 2023 and 2022 (2.0 in each case).
Overall, there is increased satisfaction across all population groups, with only minor differences according to gender, age and level of education. While men rated the services with a score of 1.8, as in the previous year, satisfaction among women rose significantly (2025: 1.8; 2024: 2.0). The assessment in 2025 was particularly positive among older respondents:
- 50–59 years: grade 1.7 (2024: 2.0)
- 60+ years: grade 1.7 (2024: 1.9)
The results also confirm the positive trend in the individual sectors, which remain largely stable at the same level as in previous years.
Graz Linien continues its upward trend
The development in the area of public transport is particularly encouraging: around 73 per cent of Graz residents are (very) satisfied with Graz Linien – a significant increase compared to 2024 (around 61 per cent) and 2023 (around 60 per cent). People over the age of 50 tend to be more satisfied than younger age groups. Regular customers also rate the service more positively than occasional users.
The following points are cited as the most important reasons for satisfaction with Graz Linien:
- Punctuality
- Helpfulness and friendliness of staff
- Good connections, links and frequency
Infrastructure and energy sector as top performers
Overall satisfaction with the infrastructure and energy sector improved to 1.6 compared to 2024 (1.7). In the infrastructure and energy sector, which already received very good ratings, water management and waste management achieved particularly good results. Water management achieved the highest score: it achieved an average score of 1.5, continuing its positive trend (2024: 1.6; 2023: 1.8). Around 93 per cent of respondents said they were (very) satisfied in this area – a significant increase compared to 2024 (around 85 per cent) and 2023 (around 79 per cent).
Once again, the assessment of waste management is above average: with an average score of 1.6, this area is improving steadily (2024: 1.8; 2023: 1.9). Around 89 per cent of customers rate the services as (very) satisfactory, up from around 80 per cent in 2024 and 81 per cent in 2023.
High awareness and usage of the holding apps
More than three quarters of Graz residents (77 percent) are familiar with the GrazMobil app. Awareness therefore remains stable. In 2025, around 64 per cent of those who are aware of GrazMobil will also have used it. Usage is higher among 30- to 49-year-olds (around 69 per cent) and regular customers (around 65 per cent), but significantly lower among the 60+ generation (around 42 per cent).
Among app users, the ticket shop (used by around 74 per cent) and the route planner (used by around 66 per cent) are clearly prioritised, confirming the high level of previous years.
In the urban space sector, the rating remains stable at a good level with an average score of 1.8 (2024: 1.8; 2023: 2.0). At the same time, the proportion of (very) satisfied customers rises significantly to around 87 per cent (2024: around 80 per cent; 2023: around 76 per cent).
Customer service in the infrastructure & energy sector confirms the good level of the previous year with an average rating of 1.8 (2024: 1.8; 2023: 1.9). Here, too, the proportion of (very) satisfied customers rose slightly to around 82 per cent (2024: around 81 per cent; 2023: around 80 per cent). Around 72 percent of Graz residents feel that they are sufficiently informed about infrastructure and energy services. This represents an improvement compared to previous years (2024: around 68 percent; 2023: around 64 percent; 2022: around 62 percent). The Holding Graz website remains the clear preferred channel for information. Digital media such as Facebook, Instagram and apps are preferred mainly by younger target groups. As in the previous year, contact was most frequently made by telephone or e-mail. Frequent reasons for contact were questions about waste management and reports of damage and defects in public spaces.
Users’ suggestions for improvement mainly concern:
- User-friendliness and clarity
- Expanded and simplified payment options
- More or improved real-time information
Six out of ten Graz residents are familiar with the Graz Waste App. Almost two-thirds of those who are familiar with the app have already used it. 90 per cent of users are (very) satisfied (2024: around 87 per cent).
Awareness of the Schau auf Graz app remains stable, whereas usage has declined slightly. Around 80 per cent of users are (very) satisfied (2024: around 74 per cent). Users see room for improvement primarily in terms of feedback on concerns and user-friendliness.
Awareness of the Graz Water app also remains stable. Around a quarter of Graz residents are familiar with the app.
tim remains very popular
The tim mobility service also remains at a consistently high level of awareness, at 74 per cent. Around 11 per cent of people who are aware of tim currently use the service. This means that usage has remained stable since 2023 (2024: around 11 per cent; 2023: around 10 per cent).
Usage is higher among regular customers (around 15 per cent) and in the 16–29 and 50–59 age groups (around 18 per cent each), while it is significantly lower among occasional customers and people aged 60 and over. The use of tim is predominantly occasional: around 41 per cent of users use the service less than once a month, while a further 22 per cent use it at least monthly or weekly.
At the same time, satisfaction is high: just under 70 per cent are very or somewhat satisfied. The majority of tim users do not express any specific location preferences. The demand mentioned concentrates on individual hubs and heavily frequented destinations such as Murpark/Liebenau, Mariagrün, Center Nord and Hilmteich.
Mayor Elke Kahr: ‘The results are very encouraging and show that the people in our city greatly appreciate the colleagues who work for them every day. However, I would also like to take this opportunity to emphasise that everyone can contribute to making our city a better place to live. Even the best employees cannot always be on hand immediately when someone carelessly throws away their rubbish.’
Finance and Investment Councillor Manfred Eber: ‘The fact that people rate the services provided by Holding Graz so positively across all areas is primarily thanks to the employees. Every day, they ensure that our city functions – from public transport and energy and water supply to waste disposal and many other services. I would like to express my sincere thanks for their commitment and reliable work.’
Holding Graz CEO Gert Heigl: ‘The results of the 2025 customer satisfaction analysis underline the long-standing positive trend: Holding Graz and its employees make a significant contribution to the quality of life in Graz and consistently meet the expectations of the population at a high level – with a further upward trend.’
