The government of Côte d’Ivoire has unveiled a groundbreaking digital tool designed to measure user satisfaction with financial services across the country. The Baromètre de satisfaction des usagers des services financiers was officially introduced in Abidjan, marking a significant step toward enhancing financial inclusion and service quality.

Measuring real-time feedback for better financial services

Developed by the Observatoire de la qualité des services financiers en Côte d’Ivoire (OQSF-CI), this platform captures user experiences in banking, digital finance, and insurance in real time. The initiative underscores a shift toward data-driven governance, ensuring that financial services meet the needs of all users—from entrepreneurs to small-scale traders relying on mobile money.

A tool for inclusivity and transparency

Galla Kouamé Armand, technical advisor to the Minister of Economy, Finance, and Budget, emphasized the Baromètre’s role in advancing financial inclusion. “True inclusion goes beyond mere access to financial services. It requires dignity, transparency, and respect for users’ rights,” he stated. The digital platform is positioned as a mechanism to identify gaps in service delivery and foster continuous improvement.

The Baromètre is not intended as a punitive measure but rather as a performance enabler for financial institutions. “Quality is no longer optional—it’s a survival condition in today’s competitive market,” Armand explained. He urged consumers to actively participate in the survey, highlighting its potential to amplify their voices and shape the future of financial services in Côte d’Ivoire.

Building trust through dialogue

Arthur Ahoussi, Director General of the Treasury and Chair of the OQSF-CI’s steering committee, framed the Baromètre as a “new contract of trust” between financial institutions and consumers. “This platform is more than a technical tool; it’s a commitment to listening and evolving based on user feedback,” he noted. By measuring satisfaction, the initiative aims to elevate national standards and ensure that every financial transaction meets public expectations.

The OQSF-CI’s vision is to transform user perceptions and evaluations into actionable insights. Léocadie Loukou Yao, Executive Secretary of the observatory, described the Baromètre as a permanent instrument for monitoring, analyzing, and improving financial service quality. Its goal is to establish a culture of continuous enhancement, where user feedback directly informs industry practices.

The Baromètre de satisfaction des usagers des services financiers de Côte d’Ivoire represents a forward-thinking approach to financial governance, blending technology with a commitment to inclusivity and excellence.