Stara Zagora City Transport — Per-Vehicle Feedback
QR codes on every bus in the municipal fleet — vehicle-level ratings, automated alerts, and transport service quality data aligned with national transportation guidelines.
The Challenge
Public transport operators rely on formal complaint channels to gauge passenger satisfaction — phone hotlines, paper forms at offices, and occasional mystery rider programs. These channels capture less than 0.1% of passengers and introduce significant selection bias: only extreme dissatisfaction gets reported.
More critically, traditional feedback is disconnected from the specific vehicle. A complaint about a dirty bus or rude driver cannot be traced back to the individual vehicle or route without manual investigation. National transportation guidelines require service quality monitoring, but existing methods sample too few trips to be statistically meaningful.
The result: transport operators invest in fleet improvements based on assumptions rather than data, with no way to measure the impact of changes on actual passenger experience.
The Solution
BlitzPoll deployed QR codes on every bus in the Stara Zagora municipal fleet. Each QR code is linked to the bus's unique registration number, so every rating is automatically attributed to a specific vehicle.
Passengers rate their experience in under 60 seconds — route comfort, cleanliness, punctuality, driver behavior — anonymously, with no app or registration required. The questionnaire adapts based on initial ratings: negative experiences trigger follow-up questions about specific issues, while positive ratings are captured quickly.
The transport operator sees a real-time dashboard with satisfaction scores per vehicle, per route, and per time period. Automatic alerts notify management when satisfaction on a specific vehicle or route drops below threshold.
Results
The deployment covers the entire municipal bus fleet, making Stara Zagora one of the first Bulgarian cities with comprehensive per-vehicle passenger feedback.
The system is part of a broader citizen feedback ecosystem spanning 800+ feedback locations across the municipality — including playgrounds, parks, administrative buildings, and public services. Transport data feeds into both municipal service improvement planning and national transport quality compliance reporting.
The project was recognized as part of the Innovation in Politics Awards 2025 Top 9, highlighting its role in transforming citizen-government interaction through data-driven governance.
"For the first time, we can see which specific vehicles need attention — not weeks later from a formal complaint, but in real time from actual passengers."
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