GSRTC records 4.7-star passenger satisfaction rating through QR-code feedback system
Gandhinagar, June 20
The Gujarat State Road Transport Corporation has recorded an average passenger satisfaction rating of 4.7 out of 5 stars through its QR-code-based feedback system, with more than 3.13 lakh passenger responses received between March 1 and June 19, 2026.
According to GSRTC, the QR-code feedback mechanism, which was introduced on a pilot basis in March 2025, has now been expanded across the state's public transport network. The corporation said the initiative was aimed at improving passenger safety, comfort and service quality by enabling commuters to submit feedback directly through their mobile phones during their journey.
The QR-code system, initially introduced in premium luxury buses, was later expanded following its response from passengers. GSRTC said QR codes are now displayed at 125 bus stations, depot control points and in more than 8,000 buses across the state.
The Passenger Feedback Report for the period between March 1 and June 19, 2026, was based on responses from 3,13,824 passengers and reflected a high level of satisfaction with the corporation's services across key operational parameters.
Under the leadership of Gujarat Deputy Chief Minister Harsh Sanghavi, passenger convenience, safety and service quality have been prioritised across the public transport system, according to the release.
The report showed high ratings across multiple service indicators. Staff behaviour and passenger safety received average ratings of 4.9 out of 5 stars, while cleanliness, seating comfort and punctuality each received 4.8 stars.
Speaking about the initiative, Deputy Chief Minister Harsh Sanghavi said GSRTC was not only collecting passenger feedback but also acting upon it.
"GSRTC is not merely collecting feedback; it is actively acting on it. All complaints, suggestions, and issues reported by passengers are promptly forwarded to the concerned departments and local bus depots. The feedback is verified without delay, and necessary corrective measures are taken on the ground. We are committed to providing commuters with the best possible public transport services," Sanghavi said.
According to GSRTC, complaints, suggestions and issues received through the platform are forwarded to the concerned departments and local depots for verification and necessary action.
A senior official said the corporation views passenger feedback as an important tool for improving services and remains committed to providing safe, reliable and passenger-friendly transportation across Gujarat.
The corporation said the large-scale rollout of the digital feedback system has helped strengthen passenger engagement and improve service monitoring across its operations.
— ANI
Reader Comments
As someone who's used public transport in both India and the US, this is impressive. The transparency of acting on complaints is key. Hope other states follow Gujarat's lead - we need this across India!
Good initiative but I'm skeptical. 3 lakh responses out of how many daily passengers? The sample might be biased towards those who had good experiences. Also, what about rural routes where smartphone penetration is lower? Needs more inclusive feedback mechanisms.
Visited Gujarat last month and was pleasantly surprised by the bus service. The QR code thing actually works - I reported a broken seat and it was fixed within two days! That's faster than most complaints I've filed anywhere.
Main thing for women passengers - safety rating of 4.9 is huge! I feel much safer traveling alone now, especially on late evening routes from Surat to Vadodara. The staff actually check tickets and maintain discipline. Thank you Deputy CM Sanghavi for prioritizing this! 🙏
I appreciate the effort but punctuality has always been an issue on my route (Ahmedabad to Rajkot). 4.8 stars seems generous. Buses still leave 15-20 minutes late sometimes. Hope they address this more seriously instead of just collecting feedback.
M Michael C < We welcome thoughtful discussions from our readers. Please keep comments respectful and on-topic.