Over 1,800 drivers across the country have attributed low passenger ratings to rider behaviour, saying rudeness or verbal aggression is the leading reason some passengers give them low scores.

The riders revealed this during a survey by ride-hailing platform, Bolt.

According to the findings, payment disputes were the second most common reason for low ratings (49 per cent), followed by safety concerns (42 per cent) and cases where riders left vehicles dirty or caused damage (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. What this survey shows clearly is 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.”

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