Gandhinagar: The QR code-based passenger feedback system, which was launched on a trial basis by the Gujarat State Road Transport Corporation (GSRTC) in March 2025, has now been expanded on a large scale across the state. The initiative has received an enthusiastic response from lakhs of passengers and has earned an average rating of 4.7 out of 5 stars, according to a press release.

The feedback system was launched with the aim of providing passengers using state-run bus services with a safer, more comfortable and higher-quality travel experience. Passengers can submit feedback directly through their mobile phones by scanning a QR code during their journey. They can also register complaints related to the service.

Initially, the digital system was implemented only in premium luxury buses. However, after receiving a positive response, GSRTC expanded it on a wider scale. Currently, QR codes have been installed at 125 bus stations, depot control points and in more than 8,000 buses across the state.

According to the feedback received through the system, passengers have expressed a high level of satisfaction with GSRTC’s services. The ratings on a five-star scale indicate that passengers are happy with various aspects of the service and that the corporation’s efforts to improve the travel experience have been well received.

According to the GSRTC Passenger Feedback Report for the period from March 1 to June 19, 2026, the corporation achieved a strong passenger satisfaction rating of 4.7 out of 5 stars. The report is based on feedback from 313,824 passengers and indicates high satisfaction with the corporation’s services across various performance parameters.

Prompt Action on Suggestions and Complaints

Deputy Chief Minister Harsh Sanghavi said, “GSRTC not only collects feedback but also acts on it proactively. All complaints, suggestions and issues raised by passengers are immediately forwarded to the concerned departments and local bus depots. The feedback is verified without delay and necessary corrective measures are taken promptly. We are committed to providing the best public transport service to passengers.”

A senior GSRTC official said passenger feedback is an important tool for the organisation’s continuous improvement and that the corporation remains committed to providing safe, reliable and passenger-friendly transport services across Gujarat.

High Ratings Across Services

Passengers rate various aspects of their journey on a scale of one to five stars. The average scores indicate a high level of satisfaction with GSRTC’s performance:

• Staff behaviour: 4.9 / 5.0 ★
• Passenger safety: 4.9 / 5.0 ★
• Cleanliness: 4.8 / 5.0 ★
• Seat comfort: 4.8 / 5.0 ★
• Punctuality: 4.8 / 5.0 ★

DeshGujarat