More than 1,700 passengers have utilized Gujarat State Road Transport Corporation’s (GSRTC) new QR code-based feedback system in its first month, giving it an impressive average satisfaction rating of 4.5 out of 5. The system, known as the ‘Passenger Feedback and Performance Rating System,’ was launched by GSRTC in March 2026, allowing passengers to provide feedback and rate services by scanning QR codes on buses. Participation increased steadily throughout the month, with 372 responses received in the final week alone.
The system facilitates real-time reporting of issues, ensuring that feedback is promptly directed to the relevant authorities for necessary action. Notably, passengers traveling in AC and Volvo buses recently used the system to report foul smells, prompting the corporation to install air fresheners in these buses statewide. Safety received the highest rating of 4.7 in the March 2026 analysis report, closely followed by staff behavior at 4.6 and cleanliness at 4.5. The overall average rating of 4.5 indicates a predominantly positive passenger experience.
Deputy Chief Minister Harsh Sanghavi expressed satisfaction with the system’s impact, noting that immediate actions are taken based on passenger feedback to enhance GSRTC’s services. He highlighted the positive response received by the initiative and credited Chief Minister Bhupendra Patel’s leadership for driving improvements in public transport. Passengers can easily provide feedback by scanning QR codes placed in buses, including premium AC and Volvo services. The system requires passengers to input details like name, email, mobile number, and PNR or ticket number, enabling them to rate various aspects such as cleanliness, seating comfort, punctuality, staff behavior, safety, and overall experience.
GSRTC plans to extend the feedback initiative to bus depots, with the development of more than 400 unique QR codes to gather cleanliness feedback at specific locations. Operating over 8,000 buses daily and catering to an average of 27 lakh passengers across Gujarat, GSRTC aims to further enhance public transport services under its top priority agenda.
