Côte d’ivoire launches financial services satisfaction barometer

Côte d’Ivoire has taken a bold step toward enhancing financial inclusion with the official launch of a groundbreaking digital platform: the Baromètre de satisfaction des usagers des services financiers. The initiative, unveiled in Abidjan, marks a pivotal moment for the country’s financial sector by introducing a real-time feedback mechanism for users of banking, digital, and insurance services.

Developed by the Observatoire de la qualité des services financiers en Côte d’Ivoire (OQSF-CI), the Baromètre is designed to transcend traditional data collection methods. It will serve as a dynamic tool to capture, analyze, and act on user experiences, ensuring transparency, dignity, and respect for consumers’ rights. The platform promises to be a game-changer for financial inclusion by ensuring that every user—from entrepreneurs to farmers and mobile money customers—receives service standards that align with global best practices.

a data-driven leap for financial governance

Speaking at the launch, Galla Kouamé Armand, Technical Advisor to Côte d’Ivoire’s Minister of Economy, Finance, and Budget, emphasized the Baromètre’s role in shifting the country’s financial governance toward data-driven decision-making. He noted, “Including individuals in the financial ecosystem isn’t just about granting access; it’s about ensuring that every user, regardless of their background, enjoys services that are transparent, reliable, and respectful of their rights.”

The Baromètre will function as a ‘thermometer’ to measure the implementation of financial inclusion policies month by month. It will identify bottlenecks in user satisfaction while fostering a culture of continuous improvement. Contrary to misconceptions, the tool is not a mechanism for sanctions or stigmatization but rather a catalyst for industrial and commercial performance.

Arthur Ahoussi, Director General of the Treasury and President of the OQSF-CI’s Orientation Council, reinforced this perspective, stating that quality in financial services cannot be imposed by decree alone. Instead, it must be built through open dialogue between providers and consumers. “This Baromètre isn’t just a technical instrument; it’s a new contract of trust between the financial sector and its users,” he declared.

empowering users, elevating standards

Léocadie Loukou Yao, Executive Secretary of the OQSF-CI, highlighted the Baromètre’s vision to transform user feedback into actionable intelligence. “Our goal is to listen closely to users, gather their perceptions, and convert them into reliable indicators that drive continuous improvement,” she explained. The platform will not only measure satisfaction levels but also serve as a permanent observatory for analyzing and enhancing the quality of financial services across Côte d’Ivoire.

The Baromètre’s launch underscores a broader commitment to elevating the country’s financial ecosystem. By prioritizing user-centric data, Côte d’Ivoire is setting a precedent for how nations can harness technology to foster inclusion, transparency, and trust in financial services.