GSRTC QR feedback system logs 3.13 lakh responses, 4.7-star rating
Synopsis
Gujarat's state bus operator has turned passenger feedback into a measurable metric — 3.13 lakh responses, a 4.7-star average, and near-perfect scores for staff behaviour and safety. The QR-based system, now live across 8,000 buses and 125 stations, is one of the largest real-time transport feedback deployments by any Indian state road body.
Key Takeaways
GSRTC received feedback from 3,13,824 passengers between 1 March and 19 June 2025 .
The overall satisfaction rating reached 4.7 out of 5 stars across multiple service parameters.
Staff behaviour and safety scored the highest at 4.9 stars each; cleanliness , seating comfort , and punctuality each rated 4.8 stars .
QR codes are now deployed across 125 bus stations and more than 8,000 GSRTC buses .
Deputy CM Harsh Sanghavi said complaints are forwarded to concerned departments immediately and corrective action is taken on the spot.
The Gujarat State Road Transport Corporation (GSRTC) has recorded feedback from 3,13,824 passengers between 1 March and 19 June 2025, achieving an overall satisfaction rating of 4.7 out of 5 stars after scaling its QR code-based feedback mechanism across the state. The rollout now covers 125 bus stations, depot control points, and more than 8,000 GSRTC buses.
How the System Works
Passengers can scan QR codes displayed inside buses and at transport facilities to rate services, submit suggestions, or lodge complaints directly from their mobile phones during their journey. The initiative was first introduced on a pilot basis in March 2024 on premium luxury buses to gauge travel experience. Following encouraging early results, GSRTC extended the system across its wider network.
Key Ratings Across Service Parameters
According to GSRTC's passenger feedback report, staff behaviour and safety emerged as the highest-rated parameters, each scoring an average of 4.9 out of 5. Cleanliness, seating comfort, and punctuality each received an average of 4.8 stars — indicating consistently high satisfaction across core service dimensions.
What the Government Said
Gujarat's Deputy Chief Minister Harsh Sanghavi, under whose leadership the initiative has been expanded, said the system goes beyond data collection. 'GSRTC does not merely collect feedback; it also acts on it proactively. All complaints, suggestions and issues submitted by passengers are immediately forwarded to the concerned departments and local bus depots. The feedback received is verified without delay and necessary corrective measures are taken on the spot. We are committed to providing passengers with the best possible public transport service,' Sanghavi said.
Impact and Significance
Officials noted that the feedback platform has become a direct communication channel between passengers and transport authorities, enabling the corporation to identify service gaps and implement corrective measures more quickly. This is notably one of the larger digital feedback deployments by any state-run road transport body in India, covering thousands of vehicles and over a hundred stations simultaneously.
The initiative aligns with broader efforts to modernise Gujarat's public transport infrastructure and improve accountability at the ground level. As GSRTC continues to analyse incoming data, the corporation says it remains committed to safe, reliable, and passenger-friendly services across Gujarat.
Point of View
But its credibility hinges on how the feedback is collected — QR codes in buses are accessible only to passengers who are already comfortable with smartphones, potentially skewing results toward younger, urban riders. The near-perfect scores for staff behaviour and safety are encouraging, but independent audits of complaint resolution timelines would add rigour. What GSRTC has built is a real-time accountability loop; the harder task is ensuring it does not become a PR exercise when ratings dip.
NationPress
20 Jun 2026
Frequently Asked Questions
What is the GSRTC QR code feedback system?
It is a digital passenger feedback mechanism deployed by the Gujarat State Road Transport Corporation, allowing travellers to scan QR codes in buses and at bus stations to rate services and submit complaints via their mobile phones. The system has been scaled across 8,000 buses and 125 stations after a pilot in March 2024.
How many passengers have used the GSRTC feedback system?
A total of 3,13,824 passengers submitted feedback between 1 March and 19 June 2025, according to GSRTC's own passenger feedback report.
What is GSRTC's overall satisfaction rating?
GSRTC achieved an average rating of 4.7 out of 5 stars overall. Staff behaviour and safety scored 4.9 stars each, while cleanliness, seating comfort, and punctuality each received 4.8 stars.
Who oversees the GSRTC feedback initiative?
The initiative has been expanded under the leadership of Gujarat's Deputy Chief Minister Harsh Sanghavi, who has stated that all complaints and suggestions are immediately forwarded to relevant departments and depots for resolution.
Where are the QR codes installed?
QR codes have been installed at 125 bus stations and depot control points across Gujarat, as well as inside more than 8,000 GSRTC buses, enabling passengers to provide feedback during their journeys.
