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.

The forum brought together passengers, drivers, regulators, media, lifestyle influencers, and Bolt staff to confront the realities of urban mobility in Nigeria. 

Riders gave an account of everyday frustrations, including fare disputes, air-conditioning etiquette, offline payment pressure, while drivers explained the daily challenges of navigating Lagos roads under high demand.

Engr Adebayo Olusoji, director of Public Transport Commuter Services, delivered a keynote stressing collaboration, continuous education, and policy enforcement as cornerstones for a safer urban mobility space. 

The discussion then shifted to pressing passenger concerns: verification processes, data privacy, and accountability in Economy (Basic) trips. Many riders spoke about their fears when it comes to app data misuse, including drivers taking screenshots of personal information. Their message reiterated the fact that privacy and safety cannot be separated.

Bolt responded by highlighting its suite of safety tools. Trip sharing, in-trip audio recording, driver and rider verification, emergency assist buttons, in-trip insurance, and 24/7 customer support were all presented as mechanisms designed to restore trust and prevent incidents. 

The event also included a role-play session simulating typical rider-driver interactions, ensuring candid conversations about mutual respect, communication, and empathy.

Weyinmi Aghadiuno, Bolt’s head of Regulatory and Policy, summed up the ethos of the day: “This isn’t just about enforcing platform rules, it’s about putting people at the centre of the safety conversation. Our mission is to co-create solutions that reflect the real experiences of riders and drivers. Today’s forum shows that when we listen, learn, and act together, we can build a more respectful and secure ride-hailing experience for all.”

Bolt plans a nationwide engagement strategy to further embed community-led safety practices. This approach reflects Nigeria’s growing expectations for safer, smarter urban transport, a market projected to reach $477.10 million by the end of 2025 with over 42 million users by 2030.

Recent metrics show Bolt’s efforts are translating into action. Offline trip rates have dropped 42% in three months. Trusted Contacts usage jumped from 7,839 in January to 31,216 in June. Pick-Up Codes, designed to prevent riders from entering the wrong vehicle, have been used by 5,568 riders in the first half of 2025.

These numbers indicate growing confidence in app-based safety tools and a shift in the ride-hailing culture.

The Bolt first Passenger Safety Meet & Greet stresses that safety is beyond policy, it’s a conversation. One the company is committed to leading in Nigeria.