Gandhinagar, April 15: The Gujarat State Road Transport Corporation (GSRTC) has introduced a new initiative aimed at improving transportation services for passengers through technology. The corporation has launched the ‘Passenger Feedback Rating Performance System’ to enhance passenger convenience and service efficiency.
With this system, passengers can report any service-related issues during their journey by scanning a QR code located on the bus. This allows immediate communication with GSRTC officials, ensuring prompt action on complaints received through the system.
GSRTC buses, whether regular or special, are known for being reliable, safe, and affordable. However, passengers often hesitate to raise service-related issues due to time constraints and other reasons. To address this, the GSRTC has implemented the Passenger Feedback System, allowing bus riders to resolve their concerns with just a click.
Passengers can scan the QR code located in front of their seat to provide feedback or evaluate services, prompting immediate action from the transport authority.
Recently, several passengers traveling on AC and Volvo buses reported unpleasant odors through this system. GSRTC officials took swift action, installing air fresheners in all state AC and Volvo buses to resolve the issue promptly.
According to GSRTC officials, a total of 1,702 passengers provided feedback through this system in March 2026, resulting in a strong satisfaction rating of 4.5 out of 5, indicating a largely positive experience for passengers.
The analysis report for March 2026 revealed that safety received the highest rating of 4.7, followed by staff behavior at 4.6 and cleanliness at 4.5.
Feedback analysis showed that most passengers rated GSRTC services with a 5-star rating, with particular praise for staff behavior.
This new initiative has garnered strong support from passengers. In the last week of March, 372 passengers provided their feedback. These figures reflect the increasing participation and awareness among travelers. In total, 1,702 passengers shared their feedback through the new system in March, maintaining a strong reputation for the safety and service quality of GSRTC buses.
GSRTC officials stated that the ‘Passenger Feedback Rating Performance System’ was launched in March 2026 and has received robust support from passengers based on various service parameters. Under the leadership and guidance of Prime Minister Narendra Modi and Chief Minister Bhupendra Patel, significant changes are occurring in the state’s public transport system.
Deputy Chief Minister Harsh Sanghvi remarked, “Under Chief Minister Bhupendra Patel’s leadership, we have initiated various measures to improve public transport. The ‘Passenger Feedback Rating Performance System’ has received tremendous support. Quick actions are taken based on this feedback, resulting in a very positive performance rating for GSRTC.”
He added, “In the past year, the daily number of passengers using GSRTC buses has increased from 2.5 million to 2.7 million. Our goal is to reach 3 million passengers in the coming months. Public transport is our top priority.”
Sanghvi further noted, “We are making immediate improvements based on passenger feedback received through the ‘Passenger Feedback Rating Performance System.’ These responses help us identify areas needing enhancement. The feedback has proven that public trust in ST buses remains strong, as reflected in the average rating of 4.5.”
GSRTC has installed a QR code behind every seat in premium buses like AC and Volvo, and at least one QR code in other buses. Passengers can scan this code to enter their name, email, mobile number, and PNR or ticket number to provide feedback.
Passengers can rate various aspects such as cleanliness, seating comfort, punctuality, staff behavior, safety, and their overall experience. They can also upload photos related to complaints. Once feedback is submitted, it reaches the relevant official, who takes immediate action.
Following the success of the ‘Passenger Feedback Rating Performance System,’ the corporation will now install special QR codes for cleanliness at all state bus depots. Passengers can scan these codes to share their opinions on the cleanliness of the respective bus depots. A separate QR code will be created for each bus depot, with over 400 special QR codes being developed by the corporation. It is noteworthy that the Gujarat State Road Transport Corporation operates over 8,000 buses daily, transporting an average of 2.7 million people to their destinations.
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My name is Ganpat Singh Choughan. I am an experienced content writer with 7 years of expertise in the field. Currently, I contribute to Daily Kiran, creating engaging and informative content across a variety of categories including technology, health, travel, education, and automobiles. My goal is to deliver accurate, insightful, and captivating information through my words to help readers stay informed and empowered.
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