A driver's product review on Bolt Kenya

Bolt Kenya Driver’s service review.

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Report objective overview

For the past 4 months, I have opted for Bolt as a pioneer in my business venture in the taxi business. We had more downs than ups, both in the financial sector and with support from the Bolt team. There is mostly little or no support at all. I was surprised to learn from other investors that Bolt doesn’t have a mere driver call support center for immediate action and escalation in cases of insecurity, financial follow-ups, driver-customer complaints, driver document update trips, compensation, etc.

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Gaps noted in:

1.???? Product market pricing for trips

2.???? Trips with compensation for drivers and customers

3.???? TAT on driver documents KYC process for suspended

4.???? Incomplete issue and ticket resolution of driver’s complain

5.???? Driver feedback and a 24/7 support center for drivers (call center or dedicated team)

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Product market pricing for trips

From the review and discussion, we had with the players in the Nairobi market, Bolt is the cheapest and most affordable to the customer, which puts a smile on their faces. What about the real players (drivers) and investors in the business?

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Case example:

The distance between Fedha outer road and Eastleigh is 15.1 km via outer road, which might take 29–45 minutes without traffic.

Bolt will offer an average payment of Ksh 180-Ksh 250, while the competitors is offering Ksh 280-Ksh 350!

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Keeping in mind that the current fuel price is 206 per liter.

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Trips with compensation for drivers and customers

Bolt should come up with a matrix on how to communicate the pricing to the customer and the driver.?

In the case of the driver having a trip with compensation, the customer should be informed before logging the request to avoid unnecessary confrontation during billing times. Most customers accuse the driver of bill manipulation for their benefit, yet there is a gap in Bolt.

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TAT on driver documents KYC process approval for suspended

It can take up to 14 working days for a suspended account for an expired PSV license for the driver to access your App services. Really, at this time and age?

Your teams' common automated responses, upon drivers’ reminders (yet this is a business that offers daily service):

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Your response is appreciated, ******.

Note that due to the large volume of documents to verify, it may take a little longer than usual for document verification. Your account will be activated once your document has been verified and approved by our operations team.

Be patient as you wait for the review process to be completed.

Regards,

Wy, Bolt

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Hi ****,

Thank you for writing back.

Be informed that we have examined your account and have been able to confirm that your PSV insurance has been successfully reflected and is under review by our internal team.

You will be advised to remain calm once the review process is over and the block is lifted.

Regards,

Rd, Bolt.

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NO TAT!

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Incomplete issue and ticket resolution of drivers' complaints

I will advise you to have a thorough QA review of some of your team’s responses to the driver's request. Feel free to use my account as a reference point.

There is no issue with ownership, and tickets are closed despite pending resolution and the driver’s confirmation of satisfaction.

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Driver’s feedback and a 24/7 support center for drivers (call center or dedicated team)

The only way that the driver can communicate with your team is through the bot chat. This is a bit frustrating, keeping in mind the resolution TAT and the shift change at your end.

This is frustrating to the drivers, and it makes them feel undervalued.

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The question is: Is it easy for the driver to call or text?

Do you implement feedback given by drivers on your survey?

Can we have a dedicated support center for Bolt drivers, even if it is on a monthly subscription?

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Road Ahead

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In the pursuit of constant improvement, here’s what the Bolt team should do next:

• ?Follow up on the backlog until all issues are resolved.
• Review the market pricing structure.
• Suspended accounts are activated on committed timelines.
• Establish a driver relationship management process to ensure escalations are resolved on time.