Côte d’ivoire launches financial services user satisfaction barometer

Côte d’Ivoire has unveiled a groundbreaking digital barometer designed to track and measure user satisfaction with financial services across the country. Officially introduced in Abidjan on 21 May 2026, the initiative was inaugurated in the presence of high-ranking officials from the Ministry of Economy, Finance and Budget.

The Baromètre de satisfaction des usagers des services financiers—developed by the Côte d’Ivoire Financial Services Quality Observatory (OQSF-CI)—serves as a real-time data-driven tool. It captures user feedback on banking, digital finance, and insurance experiences, providing actionable insights to enhance service delivery.

‘’By equipping the Observatory with a robust digital measurement instrument, we transition from mere oversight to data-driven governance of service quality,’’ explained Galla Kouamé Armand, Technical Advisor representing the Minister of Economy, Finance and Budget. ‘’True financial inclusion goes beyond access—it ensures every user, from entrepreneurs to farmers relying on mobile money, receives dignified, transparent services that uphold their rights.’’

The tool is positioned not as a punitive measure but as a performance enabler. ‘’Quality is no longer optional; it is a market survival imperative,’’ emphasized Armand. He urged financial services consumers to actively participate, noting that their voices will shape industry improvements.

Arthur Ahoussi, Director General of the Treasury and Chair of the OQSF-CI Steering Council, framed the initiative as a ‘’new trust contract’’ between financial institutions and consumers. ‘’This barometer is more than technical—it’s a dynamic platform that translates user sentiments into measurable quality benchmarks,’’ he stated. ‘’By analyzing satisfaction data, we elevate national standards because every financial transaction carries an expectation.’’

Léocadie Loukou Yao, Executive Secretary of the OQSF-CI, highlighted the barometer’s role in fostering continuous improvement. ‘’Our mission is to listen, collect reliable indicators, and transform user perceptions into quality intelligence that drives lasting enhancements in financial services,’’ she noted. ‘’This tool will permanently monitor trends, analyze gaps, and strengthen trust between users and providers.’’

The initiative aligns with Côte d’Ivoire’s broader vision for inclusive, transparent financial ecosystems. By prioritizing user-centric data, the barometer aims to dismantle barriers to satisfaction and accessibility, ensuring services evolve in tandem with consumer needs.