Revolutionising financial inclusion through data in Abidjan
Abidjan recently hosted the official unveiling of a new digital tool designed to transform how financial service quality is monitored across Côte d’Ivoire. The Barometer of User Satisfaction, a cutting-edge digital platform, was introduced to capture the real-time experiences of citizens engaging with banking, insurance, and digital finance sectors.
Developed by the Observatory of Financial Services Quality (OQSF-CI), this instrument serves as a dynamic bridge between service providers and the public. By moving toward data-driven governance, the initiative seeks to address the core challenges of financial inclusion in the West Africa news landscape. True inclusion goes beyond merely opening accounts; it ensures that every participant, whether a rural farmer or a city merchant using mobile money, receives transparent and dignified treatment.
A thermometer for the national economy
During the launch, Galla Kouamé Armand, representing the Ministry of Economy, Finance and Budget, described the barometer as a “precise thermometer.” This tool will allow authorities to measure the effectiveness of financial policies month by month, highlighting any obstacles that prevent users from being fully satisfied or included in the formal economy.
Mr. Armand was clear that this platform is not intended to stigmatise or penalise institutions. Instead, it functions as a lever for industrial and commercial excellence. In a competitive market, maintaining high standards of quality is no longer a choice but a vital condition for institutional survival. Consumers are being encouraged to use the platform to ensure their voices are heard, analysed, and integrated into future reforms.
Building a new contract of trust
Arthur Ahoussi, Director General of the Treasury and President of the OQSF-CI orientation council, noted that quality cannot be forced through constraints alone. It must be cultivated through consistent dialogue. He viewed the barometer as a “new contract of trust” between the financial industry and the Ivorian public.
“By measuring satisfaction, we are doing more than just collecting opinions,” Ahoussi remarked. “We are raising the national standard of excellence because every financial transaction carries a specific expectation that must be met.”
Turning user feedback into quality intelligence
Léocadie Loukou Yao, the Executive Secretary of the OQSF-CI, provided a detailed overview of how the system functions. The primary goal is to remain attentive to user perceptions and expectations, producing reliable indicators that guide continuous service improvements.
The vision of the OQSF-CI is to convert user evaluations into “quality intelligence.” This strategic approach aims to foster a sustainable improvement in the African economy today by strengthening the relationship between financial institutions and their clients. As a permanent observation tool, the barometer will provide the necessary analysis to ensure that Côte d’Ivoire remains at the forefront of financial service standards.
