Gandhinagar, June 20 (IANS) More than 3.13 lakh passengers on Saturday submitted feedback on Gujarat State Road Transport Corporation (GSRTC) services since March, with the state-run transport operator recording an average satisfaction rating of 4.7 out of five after expanding its QR code-based feedback system across Gujarat.

The digital feedback mechanism, introduced on a pilot basis in March last year, has now been rolled out on a large scale following positive passenger response.

The QR codes have been installed at 125 bus stations, depot control points and in more than 8,000 GSRTC buses, allowing passengers to rate services and lodge complaints directly through their mobile phones during their journeys.

“The expansion forms part of wider efforts to improve Gujarat’s public transport services under the leadership of Deputy Chief Minister Harsh Sanghavi, with a focus on passenger convenience, safety and service quality,” officials said.

The feedback system was initially introduced in premium luxury buses to gather passenger assessments of travel experiences.

Following encouraging results, GSRTC extended the initiative across its wider network.

Passengers can scan QR codes displayed in buses and at transport facilities to provide ratings and submit suggestions or complaints.

According to GSRTC’s passenger feedback report covering the period from March 1 to June 19 this year, the corporation received feedback from 3,13,824 passengers and achieved an overall rating of 4.7 stars out of five, indicating high levels of satisfaction across multiple service parameters.

Passenger ratings showed particularly strong scores for staff behaviour and safety, both of which received average ratings of 4.9 out of five.

Cleanliness, seating comfort and punctuality each received average ratings of 4.8 stars.

Deputy Chief Minister Sanghavi said the corporation was using the feedback system not only to collect passenger opinions but also to address issues raised through the platform.

“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,” he added.

Officials noted that passenger feedback had become an important tool for the organisation’s continuous improvement and that the corporation remained committed to providing safe, reliable and passenger-friendly transport services throughout Gujarat.

The feedback initiative was launched with the objective of providing passengers with a safer, more comfortable and higher-quality travel experience on state-operated bus services.

GSRTC said the system allows direct communication between passengers and transport authorities while helping the corporation identify service issues and implement corrective measures more quickly.

–IANS

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