- GSRTC achieved a 4.5 out of 5 passenger satisfaction rating using its new QR-based feedback system.
- Real-time passenger feedback enabled quick issue resolution and improved service quality across buses.
The Gujarat State Road Transport Corporation has introduced a QR code-based passenger feedback system aimed at improving service quality and operational efficiency across its bus network. This digital initiative allows passengers to share real-time feedback, helping the organization respond faster to issues and enhance overall travel experience. The system represents a step forward in integrating digital tools into public transport services in India, aligning with broader efforts to modernize infrastructure and improve commuter satisfaction.
Passenger Feedback System and Implementation
The feedback mechanism has been deployed across GSRTC’s premium bus categories, including AC and Volvo services, where QR codes are installed behind seats. Additionally, at least one QR code is placed in every bus across the fleet. Passengers can scan the code using their smartphones, enter basic details such as name, email, mobile number, and ticket or PNR information, and rate multiple service parameters. These include cleanliness, comfort, punctuality, staff behaviour, safety, and overall travel experience. The system also allows passengers to upload images to highlight specific concerns.
Performance Ratings and Passenger Response
According to the March 2026 performance report, GSRTC achieved an overall passenger satisfaction score of 4.5 out of 5, based on 1,702 responses. Safety received the highest rating at 4.7, followed by staff behaviour at 4.6 and cleanliness at 4.5. A significant portion of passengers awarded 5-star ratings, particularly appreciating staff conduct and service consistency. The response rate also showed a notable increase toward the end of the month, with 372 feedback entries recorded in the final week, indicating growing user engagement with the system.
Operational Improvements Driven by Feedback
The QR-based system has enabled GSRTC to act promptly on passenger concerns. For example, complaints regarding unpleasant odours in AC and Volvo buses were addressed by installing air fresheners across the fleet. Such quick interventions demonstrate how real-time feedback can directly influence service improvements. The initiative reflects a shift toward data-driven decision-making in public transport operations, ensuring that passenger input plays a central role in enhancing service delivery.
GSRTC Feedback System Performance Overview – March 2026
| Parameter | Score |
|---|---|
| Overall Satisfaction | 4.5 / 5 |
| Safety | 4.7 / 5 |
| Staff Behaviour | 4.6 / 5 |
| Cleanliness | 4.5 / 5 |
| Total Feedback Responses | 1,702 |
Growth in Passenger Numbers and Future Plans
With the implementation of various service improvements, GSRTC has reported a rise in daily ridership from 25 lakh to 27 lakh passengers over the past year. The organization has set a target to reach 30 lakh daily passengers in the near future. Currently operating over 8,000 buses daily and serving approximately 2.7 million passengers, GSRTC plans to further expand the feedback system by installing more than 400 additional QR codes. This expansion is expected to increase participation and further strengthen service quality monitoring.
Leadership Perspective and Strategic Direction
The initiative is part of broader efforts under the leadership of Narendra Modi and guidance from Bhupendra Patel to modernize public transport infrastructure. Deputy Chief Minister Harsh Sanghavi highlighted that the system has received a strong response, enabling immediate action based on passenger feedback. The positive ratings reflect the corporation’s ongoing commitment to safety, efficiency, and customer satisfaction, reinforcing its position as a key public transport provider in the region.
Frequently Asked Questions
How does the GSRTC QR code passenger feedback system work?
The GSRTC QR code passenger feedback system allows passengers to scan a code placed inside buses and submit ratings on service quality parameters such as cleanliness, safety, and staff behaviour. After scanning, users enter basic travel details and provide feedback along with optional photo uploads. This system enables real-time monitoring and faster resolution of passenger complaints, helping GSRTC improve operational efficiency and maintain high service standards across its bus network.
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