Bolt Kenya Honours Top Performing Drivers During Customer Service Week

Each day, thousands of drivers throughout Kenya dedicate long hours to the road, navigating congested streets and unpredictable conditions to transport passengers to their destinations. Their efforts are fundamental to the experience millions of riders have when using ride-hailing services.

In celebration of Customer Service Week, Bolt, a leading on-demand mobility platform, is shining a spotlight on its highest-performing drivers for their reliability and dedication to serving riders in Nairobi and Mombasa.

These drivers, each of whom has been active on the Bolt platform for a minimum of six months, represent both car and boda boda operators. Their recognition includes tangible support such as fuel and vehicle service vouchers, tyres, and other rewards that mark their accomplishments.

Arthur Gacharia, Senior Operations Manager, said, “Drivers are often the first and last point of contact in a ride-hailing journey, and their work directly shapes the experience a customer has. Customer Service Week gives us an opportunity to recognise that contribution in a practical way and acknowledge the commitment it takes to provide a reliable service day after day. Recognising drivers means recognising the time, effort and responsibility that goes into every journey, and the role they play in keeping our cities moving.”

The awards ceremony, held at the Nairobi Driver Engagement Center, concluded the week’s events, during which visiting drivers were treated to breakfast, T-shirts, and reflector vests. This recognition comes as drivers in Kenya continue to face the challenges of working in a sector influenced by shifting customer expectations, road safety issues, operating expenses, and a changing regulatory landscape.

Samson Ouma, one of the honoured drivers, shared, “Maintaining good ratings takes discipline, consistency and a strong commitment to our work. We appreciate Bolt for recognising our efforts and for investing in safety on the platform. We also thank the passengers who choose to ride with us every day. Their trust motivates us to keep improving and delivering a better experience for everyone.”

Over the past year, Bolt has launched several initiatives aimed at tackling some of these challenges. In collaboration with the Kenya Red Cross, the company provided first aid and emergency response training to 75 boda boda riders, equipping them with practical skills to handle road emergencies. The program is being assessed to explore possibilities for expansion.

Bolt has also continued to promote the shift to electric mobility through its alliance with M-KOPA. Thousands of drivers have obtained electric motorcycles via the partnership, benefiting from lower upfront financing and reduced running and maintenance costs compared to petrol-powered bikes. Currently, seven out of ten electric vehicles on the Bolt platform in Kenya are electric.

Driver engagement remains a key part of conversations about the sector’s future, with Bolt consulting driver representatives, policymakers, and regulators on matters affecting drivers and the broader ride-hailing ecosystem. For the drivers being celebrated this week, the emphasis is on honouring the individuals behind every trip, and the dedication required to deliver a service that customers depend on daily.