A recent Ipsos report commissioned by digital ride-hailing service Bolt has revealed that 94 per cent of Kenyan riders believe ride-hailing apps are safer than traditional matatus. The survey, conducted among 250 active users across Nairobi, Mombasa, Kisumu, and Nakuru, explored aspects such as driver trust, vehicle conditions, and in-app safety tools.
According to the study, safety features significantly enhance the sense of security for users, with 97 per cent of respondents confirming this. Among the most valued tools are driver verification (79%) and the SOS button (78%), both offering reassurance during trips. Other features like live location sharing and flexible drop-off points also contribute to high levels of trust in ride-hailing services.
“Approximately 9 in 10 users (89%)) choose ride-hailing because it feels like a safer option, particularly in situations involving fatigue, late-night travel, or unfamiliar areas,” the report notes.
The research highlights that women make up 70 per cent of ride-hailing users in Kenya, with most aged between 18 and 34. Convenience tops their list of reasons for choosing these services (70%), closely followed by safety (57%).
Dimmy Kanyankole, Senior General Manager at Bolt, emphasized the company’s ongoing safety investments: “Over the years, we’ve developed systems that allow riders to feel more in control, from real-time GPS tracking and trip safety monitoring to verified drivers and in-app emergency response tools.” He added that these features help build the trust that defines the relationship between users and ride-hailing platforms.
Only 4 per cent of respondents viewed ride-hailing apps as having the same safety level as other transport options, reinforcing the perception that these services are not just convenient but also responsible and secure, particularly among young women and professionals.
Usage patterns from the Ipsos survey show that 18% use ride-hailing a few times a week, 44% a few times a month, and 29% daily, indicating the growing reliance on digital platforms for safe and reliable travel in Kenya.
