Stara Zagora City Transport - Per-Vehicle Passenger Feedback

kazva.bg 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 the specific vehicle. Passengers rate their experience anonymously in under 60 seconds - route comfort, cleanliness, punctuality, driver behavior.

The transport operator gets a real-time dashboard with satisfaction scores per vehicle, per route, and per time period. Automatic alerts flag sharp drops in satisfaction for a specific bus or line. Data enables objective comparison across vehicles and informs decisions about maintenance, scheduling, and staff training.

The system is part of the broader citizen feedback ecosystem of the Municipality of Stara Zagora, covering over 800 feedback points across 51 settlements - from playgrounds to administrative services.

The system covered the entire bus fleet of Stara Zagora, turning every bus into a feedback point. For the first time, the transport operator has objective data on service quality per specific vehicle - not per route, not per district, but per individual bus.

The transport component is part of the broader system with 800+ feedback points across the Municipality of Stara Zagora, which was recognized in the Top 9 of the Innovation in Politics Awards 2025 out of more than 300 European projects. Transport data contributes to both municipal service improvement and compliance with national transport quality standards.

The model demonstrates how granular feedback - at the level of a specific bus - reveals problems that aggregated route-level data would hide. A bus with broken AC, a bus with an unreliable driver, a bus with a cleanliness problem - each of these issues is now visible and traceable.