For decades, the narrative of urban mobility in Kenya was defined by the chaotic vibrancy of the matatu sector. It was a system that moved millions, yes, but it often operated on the edge of informality, where speed was prized over security and accountability was scarce. However, a comprehensive report suggests that we are witnessing a structural shift in the psychology of the Kenyan commuter. We are moving from an era of "mobility at any cost" to an era of "verified safety."
The Ride Hailing Safety Perception Report (September 2025), commissioned by Bolt and conducted by the independent research firm Ipsos, offers a rare, quantitative glimpse into this shift. Surveying active users across our major urban nodes—Nairobi, Mombasa, Kisumu, and Nakuru—the findings present a stark reality: 94% of Kenyan passengers now feel safer in a digital ride-hailing vehicle than in traditional transport modes.
This statistic is more than a customer satisfaction score; it is a signal of market maturity. It suggests that the "trust deficit" that has plagued so many African service industries is being successfully bridged by digital platforms. But beyond the headline numbers, the data reveals three critical trends that policymakers and investors should watch closely.
The Gendered Reality of the "Smart City"
Perhaps the most profound insight from the Ipsos data is the demographic profile of the user. The report highlights that 70% of ride-hailing users in Kenya are women.
This lopsided statistic forces us to confront the gendered reality of our cities. For a male commuter, a ride-hailing app might be a matter of convenience. But the data suggests that for the vast majority of female users—particularly those aged 18-34—it is a safety utility. In an environment where public transport can often be a site of harassment or unpredictability, the digital audit trail provided by apps offers a necessary sanctuary.
The features that users cited as most valuable—Driver Verification (79%) and Real-Time GPS Tracking (62%)—are not merely technological add-ons. They are the tools that empower women to navigate the city with dignity and confidence. When a platform becomes the primary mode of secure transport for 70% of its female users, it ceases to be just a business; it becomes a critical piece of social infrastructure.
The Economics of the Night
Secondly, the data points to the vital role of digital platforms in stabilizing Kenya’s "Night Economy." The report notes that 94% of respondents feel safer using apps at night, and 79% believe these services help reduce drunk driving.
This is a public health win disguised as a technology feature. By providing a reliable, traceable, door-to-door logistics layer, ride-hailing apps are effectively de-risking Nairobi’s nightlife. They allow citizens to participate in the economy after dark without the fear of being stranded or the danger of walking the "last mile" home—a specific trigger for app usage cited by 44% of respondents. A 24-hour economy cannot exist without 24-hour safety, and the data confirms that tech platforms are currently filling that gap.
The "Care Economy"
Finally, the report reveals a uniquely Kenyan behavior that I would call the "Care Economy." 64% of users have booked a ride for a friend or family member, often specifically because they felt it was the safer option for their loved one.
This speaks to the communal nature of our society. We are using these global platforms to solve local problems of guardianship. The ability to track a friend's ride from one's own phone means that safety is no longer an individual burden; it is a shared responsibility enabled by code.
The Way Forward
As Kenya cements its position as the "Silicon Savannah," the lesson from the Ipsos report is clear. The Kenyan consumer is sophisticated. They prioritize Safety (57%) nearly as much as Convenience (70%), and far more than mere Affordability (25%).
For the transport sector, the message is undeniable: In a low-trust environment, the most valuable asset a company can build is not a fleet of cars, but a sense of security. The "Trust Dividend" has been earned, and the data proves that Kenyans are willing to pay for it.
Moses Kemibaro is the Founder & CEO of Dotsavvy and a multiple award winning blogger, podcaster, and analyst on all things digital in Kenya and Africa. You can find him online at www.moseskemibaro.com and he can be reached on email at [email protected]
