Côte d’Ivoire has introduced a groundbreaking digital tool designed to measure user satisfaction with financial services across the nation. The Baromètre de satisfaction des usagers des services financiers was unveiled on May 21, 2026, in Abidjan, in the presence of officials from the Ministry of Economy, Finance, and Budget.
The initiative, developed by the Observatoire de la qualité des services financiers en Côte d’Ivoire (OQSF-CI), aims to provide real-time insights into customer experiences with banking, digital finance, and insurance services. By leveraging digital data collection, the Baromètre transforms how financial service quality is governed, shifting from traditional oversight to data-driven decision-making.
“This tool marks a shift toward governance by data, ensuring inclusion goes beyond mere access to finance,” explained Galla Kouamé Armand, Technical Advisor representing the Minister of Economy, Finance, and Budget. “True financial inclusion means every user—whether a business owner, farmer, or mobile money user—receives services that are transparent, dignified, and respectful of their rights.”
The Baromètre is positioned as a performance enabler, not a punitive measure, designed to highlight strengths and areas for improvement in the financial sector. It will serve as a precise thermometer for tracking the implementation of policies aimed at enhancing user satisfaction and financial inclusion.
Arthur Ahoussi, Director General of the Treasury and President of the OQSF-CI’s Orientation Council, emphasized that quality in financial services is built through dialogue, not mere regulation. “This Baromètre is more than a technical tool—it represents a new contract of trust between financial institutions and consumers,” he stated. “By capturing real-time user feedback, we elevate the standards of our nation’s financial services.”
Léocadie Loukou Yao, Executive Secretary of the OQSF-CI, highlighted the Baromètre’s role in transforming user perceptions into actionable intelligence. “Our goal is to listen to users, gather reliable indicators, and drive continuous improvement in financial services,” she noted. “This tool will be a permanent instrument for observation, analysis, and quality enhancement.”
The Baromètre’s launch underscores Côte d’Ivoire’s commitment to fostering a trustworthy and inclusive financial ecosystem, where user feedback directly shapes the evolution of services.
