A new survey of driver-partners on Bolt’s platform in Nigeria suggests that rider behaviour, not pricing, traffic, or routing, is the biggest factor influencing passenger ratings.
According to responses from 1,800+ drivers, 76% identified rude, aggressive, or verbally abusive behaviour as the most common reason they give riders low ratings, making it the single largest trigger by a wide margin.
Payment disputes followed at 49%, while 42% of drivers said they had rated riders poorly after feeling unsafe during trips. A similar share reported lowering ratings when passengers left vehicles dirty or caused damage.
The findings highlight how interpersonal behaviour is shaping trust inside Nigeria’s fast-growing ride-hailing marketplace.
“Many riders don’t realise drivers also rate passengers after trips,” a spokesperson said. “What this data shows is that everyday interactions, respect, communication, and safety awareness, play a major role in the experience on both sides of the platform.”
Ratings are becoming behavioural signals in Nigeria’s gig economy
As ride-hailing continues to expand across Nigerian cities, driver ratings are increasingly influencing trip acceptance decisions and platform dynamics.
While logistics issues like incorrect pickup points or delays are often assumed to affect ratings most, the survey suggests that driver perception of personal treatment matters far more.
For drivers who spend long hours navigating congested roads and unpredictable conditions, respectful interaction appears to be the strongest determinant of a positive trip experience.
The results form part of Bolt’s Rider Rating awareness campaign aimed at helping riders better understand how small actions like communication, courtesy, and readiness at pickup can improve their ratings and overall ride experience.
