The Observatory for the Quality of Financial Services in Côte d'Ivoire (OQSF-CI) has taken a significant step forward in consumer protection. The institution has officially launched an innovative digital platform designed to assess customer satisfaction with banks, insurance companies, microfinance institutions, and mobile money services in real time.

Revitalizing consumer confidence

Chaired by Galla Kouamé Armand, technical advisor representing the Minister of Economy, Finance and Budget, the ceremony highlighted the strategic importance of this tool.

“The strength of the financial sector is also measured by the confidence that consumers place in their institutions,” Mr. Galla Kouamé Armand reminded everyone.

For Arthur Augustin Pascal Ahoussi, president of the OQSF-CI Steering Committee, this barometer lays the foundation for a "new contract of trust" between financial operators and the general public. The objective is twofold:

1. Increase cost transparency.
2. Optimize complaints management and institutional responsiveness.

Functioning and evaluation criteria

According to Léocadie Loukou Yao, executive secretary of the OQSF-CI, the rating system is based on five fundamental pillars :

1. The reception reserved for users.
2. Listening to and taking needs into account.
3. The overall quality of the services.
4. Transaction processing times .
5. The accessibility of the tools provided.

Initial results and outlook

A pilot phase, conducted between December 2025 and April 2026 with 3,297 participants, already shows an overall satisfaction rate of 61% .

To further expand and democratize this tool, the OQSF-CI has announced the imminent launch of a mobile application . This will allow every citizen, throughout Côte d'Ivoire, to make their voice heard and rate their financial service providers in just a few clicks.