Bolt Kenya recognises top performing drivers for their contribution during Customer Service Week #AD

This Customer Service Week, Bolt, the leading on-demand mobility platform, is recognising its top-performing drivers for their consistency and commitment to serving riders across Nairobi and Mombasa.

The drivers, who have each spent at least six months on the Bolt platform, represent cars, and boda bodas. Their recognition will include practical support in the form of fuel and vehicle service vouchers, tyres, among other rewards marking their achievement.

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 presentation, held at the Nairobi Driver Engagement Center, capped the week’s activities, during which visiting drivers received breakfast, T-shirts and reflector vests.

The recognition comes as drivers in Kenya continue to navigate the realities of working in a sector shaped by changing customer expectations, road safety concerns, operating costs and an evolving regulatory environment.

Samson Ouma, one of the top performing drivers said: “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 undertaken initiatives aimed at addressing some of these challenges. In partnership with the Kenya Red Cross, the company trained 75 boda boda riders in first aid and emergency response skills, giving riders practical skills to respond to road emergencies. The initiative is being monitored and evaluated to determine opportunities for scaling.

Bolt has also continued to support drivers transitioning to electric mobility through its partnership with M-KOPA. Thousands of drivers have accessed electric motorcycles through the partnership, with lower upfront financing requirements and reduced running and maintenance costs compared with petrol-powered motorcycles. Seven in ten electric vehicles operating on the Bolt platform in Kenya are currently electric.

Driver engagement has also remained part of discussions around the future of the sector, with Bolt engaging driver representatives, policymakers and regulators on issues affecting drivers and the wider ride-hailing ecosystem.

For the drivers being recognised this week, the focus is on acknowledging the people behind the journeys,  and the work that goes into delivering a service that customers rely on every day.