More than 3.13 lakh passengers in Gujarat have provided feedback on the services of the Gujarat State Road Transport Corporation (GSRTC) since March. The state-run transport operator has achieved an average satisfaction rating of 4.7 out of five after implementing a QR code-based feedback system across the state.
The QR codes, now available at 125 bus stations, depot control points, and over 8,000 GSRTC buses, enable passengers to rate services and lodge complaints directly via their mobile phones during their journeys. This digital feedback mechanism, initially piloted last year, has been expanded on a large scale due to positive passenger response.
Under the leadership of Deputy Chief Minister Harsh Sanghavi, Gujarat’s public transport services are being enhanced with a focus on passenger convenience, safety, and service quality. The feedback system, first introduced in premium luxury buses, has been extended network-wide following favorable outcomes.
Passengers can scan QR codes on buses and at transport facilities to offer ratings and provide suggestions or complaints. GSRTC’s passenger feedback report from March 1 to June 19 this year shows that 3,13,824 passengers participated, resulting in an overall rating of 4.7 stars out of five, indicating high satisfaction levels across various service aspects.
Passenger ratings have highlighted exceptional scores for staff behavior and safety, each receiving an average rating of 4.9 out of five. Cleanliness, seating comfort, and punctuality have also received commendable average ratings of 4.8 stars. Deputy Chief Minister Sanghavi emphasized that the corporation actively acts on passenger feedback to address raised issues promptly.
GSRTC views passenger feedback as crucial for continuous improvement, emphasizing its commitment to delivering safe, reliable, and passenger-friendly transport services in Gujarat. The feedback initiative aims to enhance passengers’ travel experience on state-operated bus services by facilitating direct communication between passengers and transport authorities.
