A pioneering digital Baromètre de satisfaction has been unveiled in Abidjan, designed to capture real-time feedback from users of Côte d’Ivoire’s financial services. The platform, launched by the Observatoire de la qualité des services financiers en Côte d’Ivoire (OQSF-CI), marks a significant step toward data-driven governance in the sector.

The initiative, which monitors banking, digital, and insurance experiences, was introduced in an official ceremony attended by high-ranking officials from the Ministry of Economy, Finance, and Budget. “This tool empowers us to transition from traditional oversight to evidence-based quality management,” stated Galla Kouamé Armand, technical advisor representing the Minister.

He emphasized that the Baromètre is not a punitive measure but a catalyst for industry performance. “Quality is no longer optional; it is the cornerstone of market competitiveness.” He urged consumers to actively participate, noting that their insights would shape improvements across the financial landscape.

Arthur Ahoussi, Director General of the Treasury and Chair of the OQSF-CI’s steering council, framed the tool as a “new trust contract” between financial institutions and clients. “It transcends mere data collection; it elevates national standards by transforming user expectations into measurable benchmarks,” he explained.

Measuring satisfaction to drive inclusion

Léocadie Loukou Yao, Executive Secretary of the OQSF-CI, highlighted the Baromètre’s role in fostering inclusive dialogue. She outlined its dual purpose: to gather reliable indicators and to refine financial services continuously. “By converting user perceptions into actionable intelligence, we ensure that every entrepreneur, farmer, or mobile money user receives transparent, dignified service,” she noted.

The platform will track key metrics monthly, identifying barriers to satisfaction and financial inclusion. Its launch reflects a broader commitment to transparency, with the OQSF-CI positioning itself as a permanent observatory for sustainable improvement in the sector.