Gandhinagar: The Gujarat State Road Transport Corporation (GSRTC) has rolled out a QR code-based feedback system to enhance passenger experience across its bus network.

Under the new initiative, commuters can scan QR codes placed near their seats to register complaints, submit feedback, or rate services in real time. The system is designed to enable faster grievance redressal and improve service delivery, according to an official release.

The impact of the system was recently seen when passengers travelling in AC and Volvo buses flagged issues related to foul odour. GSRTC acted promptly by installing air fresheners in such buses across the state.

Data from March 2026 shows a strong passenger satisfaction score of 4.5 out of 5, based on 1,702 responses. Safety emerged as the highest-rated parameter at 4.7, followed by staff behaviour at 4.6 and cleanliness at 4.5. A majority of commuters gave 5-star ratings, with staff conduct receiving notable appreciation.

The corporation also recorded increased engagement, with 372 feedback entries logged in the final week of March alone, indicating growing passenger participation.

Officials said the feedback system, introduced in March 2026, has received an encouraging response and is helping identify operational gaps. Feedback is routed directly to concerned officials for timely action.

GSRTC has installed QR codes behind every seat in premium buses, including AC and Volvo services, along with at least one code in each bus. Passengers can submit details such as name, mobile number, and ticket information, and rate services on parameters like cleanliness, punctuality, seating comfort, safety, and overall experience. The system also allows users to upload photos to support complaints.

In a further step, GSRTC plans to introduce dedicated QR codes to monitor cleanliness at bus depots. Each depot will have a unique code, with over 400 such codes currently being prepared.

Deputy Chief Minister Harsh Sanghvi said the initiative is part of broader efforts to modernise public transport and improve passenger satisfaction. He added that daily ridership has increased from 25 lakh to 27 lakh over the past year, with a target of reaching 30 lakh passengers in the near future.

GSRTC currently operates more than 8,000 buses daily, serving an average of 2.7 million passengers across Gujarat. DeshGujarat