A new survey by Bolt shows that passengers’ behaviour during trips strongly affects ratings from drivers, with most pointing to poor conduct as the main issue.
The company surveyed more than 1,800 driver-partners across Nigeria, with 76% of drivers saying rudeness or verbal aggression is the top reason they give low ratings after a trip.
Payment disagreements came next, with 49% of drivers mentioning arguments over fares or payments. Safety followed at 42%, the same level recorded for cases where riders left vehicles dirty or caused damage.
What stands out is this, drivers are not focusing on traffic delays or route choices as much as people assume. Instead, everyday behaviour during the ride appears to be more important.
Speaking on the findings, Bolt’s Senior General Manager for West Africa, Teddy Appa-Dankyi, said: “Many riders are aware they rate drivers after trips, but fewer realise drivers also rate passengers. What this survey shows clearly is that respectful communication and consideration during trips significantly improve the experience for both drivers and riders.”
The survey is part of Bolt’s Driver Rating awareness campaign aiming to remind both sides that ratings go both ways and that small actions during a trip can affect the outcome.
Ride-hailing has become a regular part of city life, with the market valued at over $380 million in 2025 and could reach $477 million by 2029. Nearly half of urban users now rely on these services several times a week.
At the same time, challenges within the system have been increasing. Fuel subsidy removal in 2025 pushed up costs for drivers.
In March 2026, drivers in Lagos and Ogun halted operations over low fares and high expenses. That pressure has made interactions between drivers and riders more sensitive.
Bolt says driver feedback is essential to how the platform maintains trust. According to the company, simple things matter, such as being ready on time, speaking politely, and treating the vehicle with care.
“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.”
Ratings go beyond feedback for drivers. They can affect how often they get trips and, in some cases, how much they earn. Bolt said its top 50 drivers earned N9.6 million in the first half of 2025, with strong ratings being a big part in that performance.
