GSRTC Achieves Impressive 4.5 Satisfaction Score from 1,702 Passengers; Safety Rated Highest at 4.7
Synopsis
Discover how GSRTC's innovative QR code feedback system has enabled over 1,700 passengers to rate their services. With a remarkable average satisfaction score of 4.5 out of 5, the initiative is leading to quick resolutions of complaints and an emphasis on safety.
Key Takeaways
GSRTC launched a QR code-based feedback system in March 2026.
Over 1,700 passengers engaged with the system in its first month.
Average satisfaction rating is 4.5 out of 5.
Safety received the highest rating at 4.7.
Feedback led to immediate actions like installing air fresheners.
Plans to expand the feedback system to bus depots.
GSRTC operates more than 8,000 buses daily.
Gandhinagar, April 15 (NationPress) Over 1,700 passengers engaged with the Gujarat State Road Transport Corporation's (GSRTC) innovative QR code-based feedback system during its inaugural month, yielding an impressive average satisfaction score of 4.5 out of 5 and leading to swift actions on service-related grievances.
The GSRTC unveiled its ‘Passenger Feedback and Performance Rating System’ in March 2026, permitting passengers to scan QR codes located within buses to provide feedback and evaluate services.
A total of 1,702 passengers participated throughout the month, with an uptick in responses towards the month's end, including 372 responses logged in the final week.
Officials indicated that the system facilitates real-time reporting of concerns, with feedback promptly sent to the relevant authorities for resolution.
In a notable incident, passengers on AC and Volvo buses reported unpleasant odors via the system.
The corporation acted by installing air fresheners in these buses statewide.
According to the analysis report from March 2026, safety garnered the highest rating at 4.7, trailed by staff conduct at 4.6 and cleanliness at 4.5.
The overall average rating remained at 4.5, suggesting a predominantly positive experience for passengers.
Most respondents awarded five-star ratings, particularly praising staff behavior.
Deputy Chief Minister Harsh Sanghavi remarked that the initiative had garnered significant feedback and was aiding in service enhancements.
“The passenger feedback rating system has seen an overwhelming response. Immediate actions are taken based on this feedback, resulting in GSRTC's performance ratings being very favorable,” he stated.
He further noted that under the guidance of Chief Minister Bhupendra Patel, numerous initiatives have been launched to bolster public transportation.
“In the past year, the daily passenger count for GSRTC buses has grown from 25 lakh to 27 lakh. Our goal is to reach 30 lakh passengers in the upcoming months. Public transportation is our primary focus,” Sanghavi said.
Passengers can provide feedback by scanning QR codes placed in buses, including behind seats in premium AC and Volvo services.
They need to input details such as name, email, mobile number, and PNR or ticket number, and can assess cleanliness, seating comfort, punctuality, staff behavior, safety, and overall experience.
The system also enables users to upload images related to their complaints.
Officials revealed that the corporation plans to broaden the initiative to bus depots, with over 400 distinct QR codes being developed to gather feedback on cleanliness at specific locations.
GSRTC operates more than 8,000 buses daily and caters to an average of 27 lakh passengers throughout the state.
Point of View
It is clear that GSRTC's QR code feedback system represents a significant advancement in passenger engagement and service improvement. The high satisfaction ratings reflect positively on the corporation's commitment to enhancing the public transport experience, especially in terms of safety and staff interaction. This initiative may serve as a model for other transportation services looking to boost customer satisfaction.
NationPress
3 May 2026
Frequently Asked Questions
How does the GSRTC feedback system work?
Passengers can scan QR codes located in buses to submit feedback and rate various aspects of their travel experience.
What was the average satisfaction score?
The GSRTC achieved an impressive average satisfaction score of 4.5 out of 5.
What action was taken based on passenger feedback?
In response to complaints about foul smells, GSRTC installed air fresheners in affected AC and Volvo buses.
How many passengers participated in the feedback system?
A total of 1,702 passengers participated in the feedback system during its first month.
What are the main focus areas of the feedback?
Passengers can rate cleanliness, seating comfort, punctuality, staff behavior, safety, and overall experience.
