Côte d’Ivoire launches digital barometer to track financial service quality

In a groundbreaking initiative to enhance financial service transparency and user trust, Côte d’Ivoire has unveiled a digital satisfaction barometer designed to capture real-time feedback from users of banking, digital finance, and insurance services. The platform was officially launched in Abidjan, in the presence of senior officials from the Ministry of Economy, Finance, and Budget.

The initiative, developed by the Observatoire de la qualité des services financiers en Côte d’Ivoire (OQSF-CI), marks a shift toward data-driven governance in financial services. The barometer aims to go beyond mere banking inclusion by ensuring that every user—whether a corporate executive, farmer, or mobile money customer—receives services that are dignified, transparent, and respectful of their rights.

Speaking at the launch, Galla Kouamé Armand, technical advisor representing the Minister of Economy, Finance, and Budget, emphasized that the tool is not a punitive measure but a catalyst for industrial and commercial performance. “Quality is no longer optional; it is a survival condition in today’s market,” he stated. He urged financial service consumers to actively participate in the barometer, as their feedback will shape improvements in the sector.

Arthur Ahoussi, Director General of the Treasury and President of the OQSF-CI’s steering council, framed the barometer as a new contract of trust between financial institutions and consumers. “This is not just a technical tool; it is a platform for dialogue that will elevate our national standards,” he explained. By measuring satisfaction, the initiative seeks to transform raw user experiences into actionable intelligence for continuous service enhancement.

Léocadie Loukou Yao, Executive Secretary of the OQSF-CI, further highlighted the barometer’s role in fostering inclusion. “We are listening to users’ perceptions and expectations to produce reliable indicators that drive sustainable improvements,” she noted. The long-term vision is to institutionalize the barometer as a permanent mechanism for observing, analyzing, and refining financial service quality across Côte d’Ivoire.