Côte d’Ivoire Unveils Digital Barometer to Track Financial Service Satisfaction
A groundbreaking digital platform designed to capture real-time feedback from users of financial services in Côte d’Ivoire has been officially launched in Abidjan. This initiative, spearheaded by the Observatoire de la qualité des services financiers en Côte d’Ivoire (OQSF-CI), marks a significant step toward enhancing transparency and accountability in the country’s banking, digital, and insurance sectors.
The newly introduced Baromètre de satisfaction des usagers des services financiers serves as a dynamic tool for measuring customer experiences across various financial products. Its primary goal is to ensure that inclusion goes beyond simple access to services, guaranteeing that every user—from entrepreneurs to farmers relying on mobile money—receives dignified, transparent, and rights-respecting financial solutions.
Driving Financial Inclusion Through Data-Driven Governance
During the launch event, Galla Kouamé Armand, technical advisor representing Côte d’Ivoire’s Minister of Economy, Finance, and Budget, emphasized the transformative potential of this initiative. “By equipping the observatory with a robust digital measurement tool, we transition to a governance model where data drives quality improvement,” he stated. “This Baromètre is not just a monitoring device; it is a catalyst for financial inclusion, ensuring that service delivery aligns with the needs and expectations of all users.”
The platform will function as a precise “thermometer,” monitoring the effective implementation of policies aimed at addressing user dissatisfaction and strengthening financial inclusion. Contrary to common misconceptions, this tool is not intended as a punitive measure but rather as a catalyst for industrial and commercial performance, fostering a culture of excellence in the financial sector.
Building Trust Through Collaborative Quality Standards
Arthur Ahoussi, Director General of the Treasury and President of the OQSF-CI’s orientation council, highlighted the importance of dialogue in shaping quality standards. “This Baromètre is more than a technical instrument; it represents a new social contract between financial institutions and consumers,” he explained. “By capturing real-time user experiences, we create a foundation for trust, ensuring that service providers remain responsive to evolving customer needs.”
Ahoussi further noted that the initiative is designed to be inclusive, rigorous, and actionable. “Measuring satisfaction isn’t just about collecting opinions—it’s about elevating the standards of our nation’s financial services. Every transaction reflects an expectation, and our role is to ensure those expectations are met with integrity,” he added.
A Platform for Continuous Improvement
Léocadie Loukou Yao, Executive Secretary of the OQSF-CI, outlined the Baromètre’s broader vision. “Our goal is to listen to users, collect their perceptions and expectations, and translate them into reliable indicators that drive continuous service improvement,” she said. “By turning user feedback into actionable intelligence, we aim to foster lasting trust between consumers and financial service providers.”
The Baromètre will systematically evaluate satisfaction levels across financial products and services, using clear indicators to identify strengths, weaknesses, and areas for enhancement. Its launch underscores Côte d’Ivoire’s commitment to fostering a financial ecosystem where quality, transparency, and user-centricity are paramount.
As the platform becomes operational, stakeholders across the financial sector are encouraged to actively participate, ensuring that the Baromètre reflects the diverse experiences of all users, from traditional banking clients to mobile money users.
