Survey Reveals Rude Rider Behaviour Drives Low Ratings on Bolt in Nigeria
A recent survey conducted among driver-partners on the Bolt platform in Nigeria has uncovered that rider behaviour is a critical factor influencing how passengers are rated after trips. The findings indicate that 76 per cent of drivers identify rudeness or verbal aggression as the primary reason for assigning low ratings to riders.
Key Findings from the National Survey
The survey, which collected responses from over 1,800 drivers across Nigeria, underscores the increasing significance of respectful interactions within the country's ride-hailing ecosystem. According to the data, payment disputes ranked as the second most common cause for low ratings, with 49 per cent of drivers citing this issue. Safety concerns and instances where riders left vehicles dirty or caused damage both followed closely, each accounting for 42 per cent of responses.
These results challenge widespread assumptions that operational factors, such as traffic delays or disagreements over routes, are the main drivers of ratings. Instead, the survey suggests that everyday rider behaviour is the most influential determinant of driver feedback.
Insights from Bolt Leadership
Commenting on the survey outcomes, Teddy Appa-Dankyi, Bolt's Senior General Manager for West Africa, highlighted that while many riders are aware they rate drivers after trips, fewer realise that drivers also evaluate passengers at the end of each journey. Appa-Dankyi emphasised that the survey clearly demonstrates how respectful communication and consideration during trips can significantly enhance the experience for both parties involved.
He stated, "Ride-hailing works best when both drivers and riders contribute to a positive experience. Simple actions like being polite, ready at pickup, and respecting the driver’s vehicle can make a meaningful difference."
Bolt's Awareness Campaign and Broader Implications
The survey is part of Bolt's Driver Rating awareness campaign, which aims to promote mutual respect and improve trip experiences on the platform. Bolt noted that driver feedback plays a vital role in maintaining trust and reliability within the ride-hailing marketplace, especially as app-based mobility continues to support thousands of livelihoods in Nigerian cities.
The company added that fostering a culture of mutual respect remains central to enhancing everyday mobility experiences across urban areas in Nigeria. This initiative reflects a broader effort to address behavioural issues that impact service quality and user satisfaction in the rapidly growing ride-hailing sector.
