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 per cent 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.

According to the findings, payment disputes were the second most common reason for low ratings, gathering 49 per cent, followed by safety concerns, 42 per cent and cases where riders left vehicles dirty or caused damage with 42 per cent.

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 at the end of each trip.

Appa-Dankyi noted that the survey shows clearly that respectful communication and consideration during trips significantly improve the experience for both drivers and riders.

The survey forms part of Bolt’s Driver Rating awareness campaign, which aims to encourage mutual respect and improve trip experiences across the platform.

Bolt noted that driver feedback plays an important role in maintaining trust and reliability within the ride-hailing marketplace, particularly as app-based mobility continues to support thousands of livelihoods across Nigerian cities.

“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,” Appa-Dankyi said.

The company added that fostering a culture of mutual respect remains central to improving everyday mobility experiences across Nigerian cities.