Côte d’Ivoire launches financial services satisfaction barometer to boost user trust

The Côte d’Ivoire Financial Services Satisfaction Barometer, a groundbreaking digital platform designed to capture real-time user feedback, was officially unveiled on May 21, 2026, in Abidjan. The launch event drew key representatives from the Ministry of Economy, Finance, and Budget.

The initiative, spearheaded by the Observatoire de la Qualité des Services Financiers en Côte d’Ivoire (OQSF-CI), represents a major leap toward data-driven governance in the financial sector. Unlike traditional assessment methods, this Barometer provides a dynamic solution to monitor user experiences across banking, digital finance, and insurance services in real time.

‘’By equipping the observatory with a robust digital measurement tool, we transition to a quality governance framework powered by data,’’ stated Galla Kouamé Armand, Technical Advisor representing the Minister of Economy, Finance, and Budget. He emphasized that true financial inclusion goes beyond mere access to services—it ensures every user, from entrepreneurs to farmers leveraging mobile money, receives dignified, transparent, and rights-respecting services.

Adama Coulibaly’s representative described the Barometer as a ‘’precise thermometer’’ capable of tracking the effective implementation of financial inclusion policies. He reassured stakeholders that the tool is not designed for punitive measures but serves as a performance driver for financial institutions.

‘’Quality is no longer optional—it is a survival condition in today’s competitive market,’’ added Galla Kouamé Armand, urging consumers to actively participate by sharing their experiences. Their feedback will be analyzed to enhance service delivery.

Arthur Ahoussi, Director General of the Treasury and Chair of the OQSF-CI’s steering council, framed the Barometer as a ‘’new contract of trust’’ between financial institutions and consumers. He highlighted its role in fostering dialogue, not coercion, to improve service quality.

‘’This tool is not just technical—it’s a commitment to elevating national standards,’’ Ahoussi remarked. By measuring satisfaction, the Barometer transforms user expectations into actionable insights, ensuring continuous improvement in financial services.

Léocadie Loukou Yao, Executive Secretary of OQSF-CI, outlined the Barometer’s core objectives: gathering user perceptions, producing reliable indicators, guiding service enhancements, and strengthening trust between consumers and financial providers. She described it as a permanent instrument for monitoring, analyzing, and improving financial service quality nationwide.