Nowadays, the tram knows a new golden age since that modern cities prefer a sustainable mobility. It can give a decent image to the urban area and contributes to meet the increasing mobility demand. Without an optimal operation and a better service, the tram can't be an efficient means of transport that may help in decongesting road traffic. Passengers would prefer to use vehicles than trams, therefore road traffic will increase and this, will complicate more the state of traffic in cities. This study uses the opinion of tram users. The main objective is to show the strong characteristics that attract the population to use tram and also its weaknesses. This last, may be improved to reach the maximum satisfaction of users. In addition, this article attempts to show the preferred means of transport for passengers who travel on the same line as the tram. The results show that despite the different advantages of the tram, the population is not all satisfied about its exploitation and about its service quality. Almost 40% of passengers, declare that they prefer to use their cars or taxis than a tram; as a result, the road traffic situation may get complicated in the future. Finally, solutions to ameliorate the performance of the tram and its services' quality are presented, in order to attract more tram users and to reduce traffic congestion in urban areas.