76% of Nigerian drivers cite rudeness as top cause of low passenger ratings

Ride-hailing company Bolt said a new survey of its driver-partners in Nigeria shows that rude behaviour from passengers is the main reason many riders receive low ratings after trips.

According to the survey, 76 percent of drivers said rudeness or verbal aggression from passengers is the leading factor influencing their ratings.

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The study gathered responses from more than 1,800 drivers across the country and points to the growing role of everyday behaviour in shaping experiences on ride-hailing platforms.

The findings suggest that personal conduct during trips matters more than operational issues such as traffic or route disagreements, which many riders often assume are the main reasons behind ratings.

Payment disputes ranked as the second most common reason drivers give low ratings, cited by 49 percent of respondents. Safety concerns followed closely at 42 percent, alongside cases where passengers left vehicles dirty or caused damage.

The results highlight how the relationship between drivers and riders is becoming a key factor in maintaining trust on app-based transport services, which have become widely used in major Nigerian cities.

Teddy Appa-Dankyi, senior general manager for West Africa at Bolt, said the survey shows many riders do not realise that drivers also rate them after trips.

“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,” he said.

The survey forms part of the company’s Driver Rating awareness campaign, which aims to encourage better behaviour and improve trip experiences on the platform.

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Ride-hailing services have become an important source of income for thousands of drivers across Nigerian cities, while also helping commuters move around congested urban areas. As competition grows in the sector, companies are increasingly focusing on service quality and trust between both sides of the marketplace.

The company said driver feedback is important in maintaining reliability on the platform and ensuring that trips remain safe and comfortable.

It added that simple actions such as being polite, arriving on time for pickup and respecting the driver’s vehicle can make a difference in how riders are rated.

Bolt said building a culture of mutual respect between drivers and passengers remains central to improving daily mobility experiences across Nigerian cities.