76% of Nigerian drivers say rider behaviour drives low ratings – Survey
By Gboyega Alaka A new survey of driver-partners on the Bolt platform in Nigeria has revealed that rider behaviour plays a major role in how passengers are rated after trips,
By Gboyega Alaka
A new survey of driver-partners on the Bolt platform in Nigeria has revealed that rider behaviour plays a major role in how passengers are rated after trips, with 76% of drivers identifying rudeness or verbal aggression as the leading reason for giving low ratings.
The survey, which gathered responses from more than 1,800 drivers nationwide, highlights the growing importance of respectful interactions in Nigeria’s ride-hailing ecosystem.
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According to the findings, payment disputes were the second most common reason for low ratings (49%), followed by safety concerns (42%) and cases where riders left vehicles dirty or caused damage (42%).
The results challenge common assumptions that ratings are primarily influenced by operational issues such as traffic delays or route disagreements. Instead, they suggest that everyday rider behaviour is the strongest determinant of driver feedback.
Commenting on the results, Bolt’s Senior General Manager, West Africa, Teddy Appa-Dankyi said: “Many riders are aware they rate drivers after trips, but fewer realise drivers also rate passengers.”
