A new Safety Index report by Ipsos, commissioned by leading ride-hailing platform, Bolt, reveals that 94% of Kenyan ride-hailing users now consider ride-hailing services inherently safer than conventional transport modes such as matatus and traditional taxis. These findings showcase a significant shift in public perception and a growing reliance on technology-driven mobility solutions.
The comprehensive report surveyed 250 active ride-hailing users across major cities including Nairobi, Mombasa, Kisumu, and Nakuru, highlighting the growing trust in ride-hailing apps. This trust is primarily attributed to a myriad of factors, including their consistent reliability, the robust integration of cutting-edge, technology-enabled safety tools, and, crucially, the sense of control they empower passengers with throughout their journeys.
A deep dive into the demographic insights of the report reveals that women constitute 70% of ride-hailing users in Kenya, with the majority falling within the 18 to 34 years age bracket. For this significant user segment, the primary drivers for opting for ride-hailing services are multifaceted, with convenience leading at 70% and safety closely following at 57%. These users consistently associate ride-hailing with comfort, reliability, and an invaluable sense of peace of mind, all of which contribute to a superior transport experience.
Beyond individual preferences, the survey also highlights ride-hailing’s positive impact on fostering responsible mobility practices across the nation. 79% of Kenyan ride-hailing users firmly believe that these services have played a major role in reducing instances of drunk driving, by providing readily accessible and safer alternatives for individuals travelling home from various social events, particularly during late-night hours when risks are traditionally higher. Furthermore, the report found that a substantial 64% of users have proactively booked rides for their friends or family members, often in situations where they were deemed unfit to drive or were in critical need of safe, secure, and convenient door-to-door transportation.
Dimmy Kanyankole, Senior General Manager at Bolt, said: “Safety has always been at the core of our business at Bolt. It transcends the mere avoidance of harm but is built on the premise of preventing incidents through the smart use of technology, data, and accountability. Over the years, we’ve invested in systems that allow riders to feel more in control, from real-time GPS tracking, trip safety monitoring, verified riders and drivers to our in-app emergency response tools. These findings reaffirm that safety and reliability are not just expectations from users, but the foundation of trust that defines our relationship with them.”
Soyinka Witness, Strategy Director at Ipsos Sub-Saharan Africa, added: “This research reflects a significant behavioural shift in how Kenyans approach urban mobility. Ride-hailing is increasingly viewed as not only a convenient option but also a safer and more responsible one, especially among young women and professionals. The results point to the growing role of technology in shaping public confidence in transport and fostering safer commuting habits across cities.”
The data further reinforces the critical role of integrated safety features, with nearly 97% of riders affirming that these enhancements significantly elevate their sense of security. Among the safety tools available, driver verification stands out as the most valued at 79%, closely followed by the readily accessible SOS button at 78%. Moreover, an impressive 94% of users express a heightened sense of safety when utilising ride-hailing apps during nighttime hours, a perception largely attributed to the peace of mind offered by real-time location sharing and the flexibility of various drop-off options that cater to individual needs and preferences.
As Kenya continues its rapid embrace of digital mobility solutions, these findings serve as a powerful reaffirmation of ride-hailing’s crucial and transformative role as a catalyst for promoting safer, smarter, and ultimately more responsible transport choices that benefit individuals and the broader community alike.
