Customer Satisfaction is the best indicator of good business success and achievement of goals. Every individual's suggestion can contribute to better service delivery, and thus to greater customer satisfaction. Guided by this idea, this work is designed as a good opportunity to inform about the real customer satisfaction of ZET's services, a public carrier of Zagreb, whose author is a longtime employee in one of the organizational units. City transport is indeed the everyday life of a citizen of Zagreb and takes great responsibility for the functioning of the city of Zagreb in the domain of providing its services. Modernizing in all business segments strives for the better, faster and easier organization of transportation and services within the city to the satisfaction of all transport users. The renewed fleet (new buses and low-cost trams), a new self-service system (bigger sales network and more types of tickets), better public information on services and timetables (public relations services) has inspired the real customer satisfaction with modernizing the company