New digital platform to measure customer experience in Côte d’Ivoire’s financial sector
The Côte d’Ivoire Financial Services Satisfaction Barometer, a cutting-edge digital platform designed to capture real-time user experiences, was officially unveiled in Abidjan last month. The launch event brought together key officials from the Ministry of Economy, Finance and Budget, marking a significant step toward enhancing financial inclusion across the country.
Developed by the Observatoire de la qualité des services financiers en Côte d’Ivoire (OQSF-CI), this Barometer serves as a dynamic tool for monitoring customer satisfaction across banking, digital finance and insurance services. By leveraging digital measurement, the initiative aims to transition from traditional oversight to data-driven governance, ensuring services meet the highest standards of transparency and accountability.
Bridging the gap between financial inclusion and user trust
Speaking at the launch, Mr. Galla Kouamé Armand, technical advisor representing the Ministry of Economy, Finance and Budget, emphasized the Barometer’s role in fostering a culture of excellence. “Inclusion in finance goes beyond mere access to services. It means ensuring every user—from entrepreneurs to farmers relying on mobile money—receives dignified, transparent and rights-respecting services,” he noted. The tool, he added, will serve as a precise thermometer to track the implementation of policies aimed at improving financial service quality and addressing user concerns.
Contrary to perceptions, the Barometer is not a punitive measure but a performance enabler, designed to elevate industry standards. “Quality is no longer optional; it is a survival condition in today’s competitive market,” Mr. Galla stressed, encouraging consumers to actively participate in the initiative to shape the future of financial services.
Building trust through continuous dialogue
Arthur Ahoussi, Director General of the Treasury and President of the OQSF-CI’s steering council, highlighted the Barometer’s role in fostering a new social contract between financial institutions and consumers. “Quality is not imposed by regulation alone; it is built through ongoing dialogue,” he remarked. The platform will serve as a real-time feedback mechanism, capturing user sentiments to drive continuous improvement across financial services.
Mr. Ahoussi further explained that the initiative aims to transform user evaluations into actionable insights. “By measuring satisfaction, we are not just collecting opinions—we are raising the national standards of service excellence,” he said. The Barometer’s inclusive and rigorous approach ensures that every stakeholder has a voice in shaping the financial ecosystem.
Empowering users and strengthening the financial ecosystem
Léocadie Loukou Yao, Executive Secretary of the OQSF-CI, outlined the Barometer’s vision during her presentation. She described it as a permanent instrument for observing, analyzing and enhancing the quality of financial services. The platform will gather user perceptions, produce reliable indicators and guide continuous service improvements to build lasting trust between consumers and financial providers.
The initiative aligns with the OQSF-CI’s broader goal of transforming user feedback into quality intelligence, ensuring that financial services in Côte d’Ivoire evolve in tandem with the needs and expectations of the public.
