New digital platform to track financial service quality in Côte d’Ivoire
A groundbreaking digital barometer designed to capture real-time feedback from financial service users across Côte d’Ivoire was unveiled in Abidjan. The initiative, launched under the auspices of the Observatoire de la qualité des services financiers en Côte d’Ivoire (OQSF-CI), marks a significant step toward enhancing financial inclusion through data-driven governance.
Measuring user satisfaction with precision
The newly introduced Baromètre de satisfaction des usagers des services financiers serves as a dynamic tool to assess consumer experiences in banking, digital finance, and insurance sectors. Unlike traditional feedback mechanisms, this platform operates in real time, providing monthly snapshots of service quality across the country.
Beyond compliance: a tool for continuous improvement
Contrary to being a punitive measure, authorities emphasize that the barometer is a performance enabler for financial institutions. It aims to identify bottlenecks in service delivery while fostering transparency and accountability. As noted by Galla Kouamé Armand, technical advisor to the Minister of Economy, Finance and Budget, “inclusion goes beyond mere access to financial services—it requires dignity, transparency, and respect for user rights.”
A collaborative approach to quality
Arthur Ahoussi, Director General of the Treasury and President of the OQSF-CI’s steering council, highlighted the platform’s role in building trust between financial institutions and consumers. “Quality isn’t enforced through regulation alone; it thrives on dialogue and continuous feedback,” he stated, underscoring the barometer’s function as a new social contract between providers and users.
From feedback to actionable insights
Léocadie Loukou Yao, Executive Secretary of the OQSF-CI, outlined the barometer’s dual purpose: collecting user perceptions while generating reliable indicators to guide service improvements. “Every financial transaction carries an expectation,” she remarked, emphasizing the platform’s potential to elevate national standards through structured feedback loops.
Long-term vision for financial service excellence
The OQSF-CI’s strategy involves transforming raw user evaluations into quality intelligence, ensuring sustained enhancements in financial service delivery. By institutionalizing this barometer, Côte d’Ivoire positions itself at the forefront of consumer-centric financial innovation in West Africa.
