A groundbreaking digital platform designed to measure user satisfaction with financial services in Côte d’Ivoire has been officially unveiled in Abidjan. The initiative, spearheaded by the Observatory for Financial Service Quality in Côte d’Ivoire (OQSF-CI), aims to transform how consumer feedback shapes the nation’s banking, digital finance, and insurance sectors.
The newly launched Financial Service Quality Barometer provides real-time insights into user experiences, enabling stakeholders to identify pain points in financial inclusion efforts. Unlike traditional assessment tools, this system prioritizes evidence-based governance, ensuring policies reflect actual consumer needs rather than assumptions.
Building trust through transparency
During the launch event, Galla Kouamé Armand, technical advisor representing the Ministry of Economy, Finance and Budget, emphasized the barometer’s role in fostering trust: “Financial inclusion isn’t just about access—it’s about ensuring every user, from entrepreneurs to smallholder farmers using mobile money, receives dignified, transparent services that uphold their rights.”
The tool is explicitly designed as a performance enabler, not a punitive measure. Its monthly tracking capabilities will highlight implementation gaps while encouraging continuous service improvement across the sector.
A collaborative approach to quality
Arthur Ahoussi, Director General of the Treasury and OQSF-CI’s Orientation Council President, framed the initiative as a social contract between financial institutions and consumers. He noted: “Quality isn’t imposed through regulation alone—it thrives on dialogue. This barometer creates a dynamic bridge between sector players and users, where feedback directly informs service refinement.”
Léocadie Loukou Yao, OQSF-CI’s Executive Secretary, further explained how the platform transforms raw user feedback into actionable intelligence. “By systematically collecting perceptions and expectations, we’re not just measuring satisfaction—we’re elevating national standards. Every financial transaction represents an unspoken expectation, and this system ensures those needs are heard.”
Measuring what matters
The barometer will track key indicators across banking, digital payments, and insurance, providing policymakers and institutions with the data needed to:
- Identify systemic barriers to financial inclusion
- Pinpoint service delivery gaps in real time
- Benchmark performance against evolving consumer expectations
- Strengthen trust through demonstrable improvements
This represents Côte d’Ivoire’s most ambitious attempt yet to align financial sector growth with genuine user needs, positioning the country as a regional leader in consumer-centric financial services.