New tool to track financial services quality in Côte d’Ivoire
The Côte d’Ivoire financial services quality barometer, a new digital platform designed to gauge user satisfaction in real time, was unveiled on May 21, 2026 in Abidjan. Developed by the Observatoire de la qualité des services financiers (OQSF-CI), this tool aims to transform how financial services—including banking, digital payments, and insurance—are evaluated and improved across the country.
Why this barometer matters for financial inclusion
At the launch event, government officials emphasized that true inclusion goes beyond access to financial services. Galla Kouamé Armand, technical advisor to the Minister of Economy, Finance, and Budget, stressed that the barometer is more than a measurement tool—it’s a leap toward data-driven governance in the financial sector.
‘’This digital barometer isn’t just about collecting feedback; it’s about building a system where every user—from entrepreneurs to farmers using mobile money—receives services that are transparent, respectful, and aligned with their rights,’’ he explained. The platform will track satisfaction levels month by month, exposing obstacles to both quality service delivery and financial inclusion.
A tool for progress, not punishment
Contrary to concerns that the barometer might penalize institutions, officials clarified its purpose: performance enhancement. Arthur Ahoussi, Director General of the Treasury and Chair of the OQSF-CI’s steering council, framed the initiative as a ‘’new contract of trust’’ between financial service providers and consumers.
‘’Quality isn’t imposed by regulation alone—it thrives on dialogue. This barometer gives users a voice in shaping the future of financial services in Côte d’Ivoire,’’ he said. By measuring satisfaction, the tool doesn’t just gather opinions; it sets a higher standard for the nation’s financial ecosystem.
How the barometer works
The platform will:
- Collect real-time user feedback on banking, digital, and insurance services;
- Generate reliable indicators to guide continuous improvement;
- Identify gaps in service delivery to strengthen financial inclusion;
- Foster trust between consumers and financial institutions.
Léocadie Loukou Yao, Executive Secretary of OQSF-CI, highlighted the barometer’s role in turning user experiences into actionable insights. ‘’Our vision is to use this feedback to drive lasting improvements in financial services across Côte d’Ivoire,’’ she noted. The tool will serve as a permanent mechanism for monitoring, analyzing, and elevating service quality nationwide.
With financial inclusion a top priority, the barometer positions Côte d’Ivoire as a leader in leveraging technology to ensure user-centric financial services. Its rollout marks a significant step toward a more transparent, responsive, and inclusive financial sector.
