GSRTC has launched a QR code-based passenger feedback system to improve service quality, speed up complaint redressal, and strengthen commuter engagement across its bus network. The initiative allows passengers to scan QR codes placed in buses and submit real-time feedback on cleanliness, punctuality, seating comfort, staff behaviour, safety, and overall travel experience.
How the System Works
Passengers travelling in premium buses, including AC and Volvo coaches, can scan QR codes placed in front of seats. In other buses, at least one QR code is available. After scanning, commuters can enter basic details such as name, email, mobile number, and PNR or ticket number. They can then rate the service and upload photos related to specific complaints.
Early Response and Action Taken
The system has already been used to report issues such as unpleasant odours in AC and Volvo buses. GSRTC responded by installing air fresheners in all such buses across the state. The corporation says the feedback mechanism is helping it identify operational issues quickly and take immediate corrective action.
Passenger Ratings and Service Performance
GSRTC recorded an average passenger satisfaction score of 4.5 out of 5 for March 2026, based on 1,702 feedback responses. Safety received the highest score at 4.7, followed by staff behaviour at 4.6 and cleanliness at 4.5. Most passengers gave 5-star ratings, with staff behaviour receiving especially strong appreciation. The corporation also noted a rise in feedback submissions towards the end of the month, showing growing passenger participation.
Network Expansion and Cleanliness Focus
GSRTC operates more than 8,000 buses daily and carries around 2.7 million passengers every day. It plans to install special QR codes for cleanliness feedback at all bus depots, with more than 400 such codes being prepared. The corporation says the feedback system will help improve service efficiency, passenger satisfaction, and public transport reliability.
Last Modified: April 27, 2026