New barometer to track financial services feedback in Côte d’Ivoire

Ivorians gain a real-time pulse on financial service quality

Côte d’Ivoire has unveiled a digital barometer designed to capture user sentiment toward banking, digital finance and insurance services across the country. The platform, launched in Abidjan, marks a bold step toward data-driven financial governance and stronger consumer protection.

Built by the financial watchdog, not as a punitive tool

The Baromètre de la qualité des services financiers was created by the Observatoire de la qualité des services financiers en Côte d’Ivoire (OQSF-CI) with a clear mission: to turn customer feedback into actionable insights. Unlike traditional oversight mechanisms, this tool is explicitly not a sanction device, but a catalyst for continuous improvement in service delivery.

From raw data to measurable trust

The barometer collects real-time user experiences through structured surveys, mobile money transactions and insurance claims. These inputs feed into a national dashboard that tracks satisfaction levels month by month. The goal is to identify pain points early—whether delays in loan approvals, hidden fees in digital wallets or opaque insurance claim processes—and address them before they erode public trust.

Leadership sees the barometer as a market survival tool

Galla Kouamé Armand, technical advisor representing the Minister of Economy, Finance and Budget, emphasized that quality is no longer optional for financial institutions. “Including citizens financially means more than just opening accounts—it means ensuring every entrepreneur, farmer or trader using mobile money receives dignified, transparent service that respects their rights.”

He added that the barometer will serve as the thermometer of financial inclusion, revealing not only where services falter but also where they excel, allowing providers to refine strategies in real time.

Civil servants and consumers called to participate

Public servants and everyday users are urged to contribute their voices. The data collected will help shape policies that elevate national standards, ensuring that every financial interaction meets a baseline of excellence. The OQSF-CI’s vision is to transform raw user feedback into quality intelligence—a permanent feedback loop that drives lasting improvements.

Confidence rebuilt through transparency

Arthur Ahoussi, Director General of the Treasury and Chair of the OQSF-CI’s steering council, framed the barometer as “a new social contract between finance providers and consumers.” He stressed that quality is not imposed by decree but cultivated through dialogue and measurable results.

The platform will remain open for submissions, offering Ivorian users a direct channel to shape the future of their financial ecosystem. Every voice counts—because behind every service, there is an expectation.