• Pilot shows mixed feedback, with 40% of users dissatisfied

• Tool aims to boost transparency and consumer role in regulation

Côte d'Ivoire will launch a mobile application in May 2026 allowing users to rate financial services, Léocadie Loukou Yao, executive secretary of the Observatoire de la qualité des services financiers de Côte d'Ivoire (OQSF-CI), said on Tuesday. The app is designed to strengthen consumer participation in assessing financial services and to establish a large-scale feedback system.

Early results from the pilot phase show growing interest in the tool. As of end-March 2026, the observatory had recorded 2,234 evaluations, pointing to a gradual increase in user adoption.

Around 60% of reviews were positive, while nearly 40% expressed dissatisfaction. More than half of the evaluations focused on the banking sector, covering areas such as service availability, customer service quality and claims processing times.

An institutional framework in development

Established in 2016 and attached to the Ivorian Ministry of Finance, the OQSF-CI is the second initiative of its kind within the West African Economic and Monetary Union (WAEMU), after Senegal.

It operates under the supervision of a 15-member steering committee and is tasked with measuring user satisfaction and promoting good practices in regulation, financial service delivery, financial education and consumer protection.

The institution also monitors and evaluates the quality of financial services, promotes fee transparency and makes recommendations to market participants. Its services are free for consumers.

As of end-2025, its activities had resulted in 1,294 financial service comparisons, 200 complaints and 25 information requests.

A public policy tool for consumers

The OQSF-CI reflects the Ivorian authorities' efforts to strengthen the rights of financial system users.

By allowing consumers to share their assessments, the mechanism adds a complementary layer of regulation based on user experience. It gives consumers a more active role in improving the market while encouraging financial institutions to adjust their practices.

Beyond collecting feedback, the application is expected to build an actionable database to support public policy and improve overall sector quality.

It is also intended to strengthen trust among stakeholders at a time when expanding access to financial services and improving their quality remain key priorities.

Through the rollout of the mobile application, the authorities aim to accelerate this process and promote a culture of transparency in the financial sector.

Chamberline Moko