Abidjan has just welcomed a groundbreaking digital platform designed to revolutionize the way financial service users in Côte d’Ivoire share their experiences. The launch of the Baromètre de satisfaction des usagers des services financiers on May 21, 2026, marks a significant step toward enhancing transparency and accountability in the country’s financial sector.
Developed by the Observatoire de la qualité des services financiers en Côte d’Ivoire (OQSF-CI), this innovative tool is set to capture real-time feedback from users of banking, digital finance, and insurance services. The initiative aims to transform how service quality is measured and improved across the industry.
During the official unveiling, representatives from the ministry of Economy, Finance and Budget emphasized the Baromètre’s role in fostering a data-driven approach to financial governance. “By providing a robust and reliable digital measurement tool, we are shifting toward governance that prioritizes data quality,” stated Galla Kouamé Armand, technical advisor to the minister. “This Baromètre is more than a tool—it’s a concrete response to the challenges of financial inclusion.”
The platform is designed to go beyond mere banking or insurance access. Its core mission is to ensure that every user—from entrepreneurs to smallholder farmers relying on mobile money—receives services that are fair, transparent, and respectful of their rights.
Adama Coulibaly’s representative added that the Baromètre will act as a “precise thermometer”, enabling monthly assessments of policy implementation. It will highlight obstacles to user satisfaction and financial inclusion, offering actionable insights for continuous improvement.
Contrary to concerns, the tool is not intended as a punitive measure. Instead, it serves as a performance lever for financial institutions, driving both industrial and commercial excellence. “Quality is no longer optional—it’s a market survival condition,” stressed Galla Kouamé Armand.
He urged consumers to actively participate in the Baromètre, emphasizing its role in “capturing, analyzing, and amplifying” their voices. This collaborative approach aligns with the broader vision of fostering trust between financial service providers and their clients.
Arthur Ahoussi, Director General of the Treasury and Chair of the OQSF-CI’s steering council, reinforced this perspective. “Quality isn’t imposed through constraints; it’s built through dialogue,” he noted. The Baromètre represents a “new contract of trust” between the financial sector and consumers, designed to capture real-time perceptions of financial experiences.
For Ahoussi, the platform’s value lies in its inclusivity and rigor. “By measuring satisfaction, we’re not just collecting opinions—we’re raising the national standard of excellence.” Each financial interaction, he noted, carries an expectation that the Baromètre aims to meet and exceed.
Léocadie Loukou Yao, Executive Secretary of the OQSF-CI, further elaborated on the tool’s purpose. She described it as a dynamic mechanism to listen to users, gather their perceptions, and produce reliable indicators. These insights will guide continuous service improvements and strengthen the bond of trust between users and financial providers.
The OQSF-CI’s vision is clear: to convert user experiences and evaluations into actionable intelligence for sustainable enhancement of financial services. The Baromètre, therefore, stands as a permanent instrument for observation, analysis, and quality improvement in the sector.
Ultimately, the Baromètre de satisfaction des usagers des services financiers in Côte d’Ivoire seeks to systematically measure consumer satisfaction levels using targeted indicators. This initiative underscores the country’s commitment to an inclusive, transparent, and user-centric financial ecosystem.