94 per cent of ride-hailing users consider the services safer than other means of transport, such as matatus, according to a new Safety Index report by Ipsos released on Monday, November 10.
The report, commissioned by digital ride-hailing service Bolt, also found that 97 per cent of customers say safety features significantly enhance their sense of security while using the apps.
The study surveyed 250 active ride-hailing users across Nairobi, Mombasa, Kisumu, and Nakuru, capturing views on driver trust, in-app safety tools, vehicle conditions, and common high-risk scenarios such as late-night travel and post-event movement.
According to the survey, driver verification (79 per cent) and the SOS button (78 per cent) stand out as the most valued tools for reassurance during trips.
Features like live location sharing, flexible drop-off points, and built-in safety tools that enhance their sense have been cited as some of the reasons for the high level of confidence in hailing apps.
“Approximately 9 in 10 (89%) report choosing ride-hailing because it feels like a safer option—particularly in situations involving fatigue, late-night travel, or unfamiliar areas,” reads part of the report.
The study further found that women constitute 70 per cent 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 per cent and safety closely following at 57 per cent.
“Over the years, we’ve invested in systems that allow riders to feel more in control, from real-time GPS tracking, trip safety monitoring, and verified riders and drivers to our in-app emergency response tools,” Dimmy Kanyankole, Senior General Manager at Bolt, said.
Adding, “These findings reaffirm that safety and reliability are not just expectations from users but the foundation of trust that defines our relationship with them.”
Only 4 per cent of respondents said the digital hailing apps are about the same as other transport options in terms of safety.
“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,” said Soyinka Witness, Strategy Director at Ipsos Sub-Saharan Africa.
According to the Ipsos data, 18 per cent of Kenyans use hailing services a few times a week, 44 per cent a few times a month and 29 per cent daily. About 8 per cent of respondents use the services rarely.
