Rider Behaviour, Not Pricing, Is the Biggest Trigger for Low Ratings in Nigeria’s Ride-Hailing Market.

A new survey of ride-hailing drivers in Nigeria has revealed that rider behaviour—not fares, traffic, or platform policies—is the leading factor influencing how passengers are rated. According to data from Bolt, approximately 76% of drivers say rude or verbally aggressive behaviour is the primary reason they give riders low ratings, making it the most dominant factor by a wide margin.

The survey, which gathered responses from over 1,800 driver-partners nationwide, challenges common assumptions about what drives dissatisfaction in Nigeria’s ride-hailing ecosystem. While many riders assume delays, navigation issues, or pricing disputes influence ratings the most, the data shows that human interaction during trips plays a far more critical role.

Beyond rudeness, other key triggers for low ratings include payment-related disputes, cited by 49% of drivers, and safety concerns, reported by 42%. The same percentage also flagged situations where riders left vehicles dirty or caused damage. These findings point to a broader pattern where drivers are increasingly sensitive to how they are treated during trips, especially in a high-pressure working environment.

This development comes at a time when Nigeria’s ride-hailing sector is under growing strain. Rising fuel costs, worsened by subsidy removal, and declining fare structures have already squeezed driver earnings. In recent months, drivers across platforms like Uber and Bolt have staged protests over low income and high operating costs, further heightening tensions within the ecosystem.

Experts say the findings highlight a deeper issue: trust and mutual respect are becoming central to the sustainability of gig-based mobility services. With ratings directly influencing driver earnings, ride acceptance rates, and even platform access, everyday interactions between riders and drivers now carry significant economic consequences. As ride-hailing continues to expand across Nigerian cities, platforms may need to invest more in behavioral guidelines and user education to maintain balance in an increasingly fragile system.