GSRTC's QR Code Feedback System Revamps Passenger Experience
The Gujarat State Road Transport Corporation has implemented a QR code-based feedback system to improve service efficiency and passenger satisfaction. Passengers can rate services and report issues via this system. The initiative resulted in positive ratings, and the daily passenger count increased from 25 to 27 lakh.
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- India
The Gujarat State Road Transport Corporation (GSRTC) has introduced a QR code-based passenger feedback system aimed at enhancing service efficiency and convenience. Officials announced that the initiative has yielded a passenger satisfaction rating of 4.5 out of 5 for March 2026, based on 1,702 responses.
QR codes have been installed behind seats in premium buses and in every bus, allowing passengers to rate various services, including cleanliness, comfort, punctuality, and staff behavior. Passengers can also upload photos for complaints. Following feedback on unpleasant odors, air fresheners were added to all AC and Volvo buses.
Analysis shows safety was the highest-rated category, achieving a score of 4.7. Staff behavior was highly praised, receiving a 4.6 rating. The system has encouraged a surge in responses, with 372 feedback entries in the final week of March. GSRTC aims to increase daily passenger numbers to 30 lakh by expanding QR code installations.
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