The Financial Services Quality Observatory (OQSF) has released the results of its 2024 National Satisfaction Survey (ESUP), conducted among bank users. This third edition, following those of 2010 and 2017, provides an opportunity to measure the evolution of the quality of services offered in a sector undergoing rapid transformation.

According to Mamadou Ndiaye, technical advisor at the Ministry of Finance and Budget, the study is part of a dynamic of transparency and trust, essential to strengthening the attractiveness of the banking system. He recalled the ongoing reforms, notably the new banking law (2025-03), the national strategy for financial inclusion (SNIF 2022-2026) and the national financial education program (2025-2029), in line with the Senegal 2050 Agenda.

The figures demonstrate the sector's vitality: 29 banks and four financial institutions were registered at the end of 2023, with an 11.29% increase in the branch network and a 41% increase in net profit. The overall rate of use of financial services reached 83.3% compared to 80.1% in 2022, while the expanded banking rate stood at 61.6%.

The survey reveals, however, that service quality remains a strong customer expectation. While notable progress has been made in digitalization, customer service, and product diversification, challenges persist: complaints handling, banking mobility, and the reliability of certain services.

For Momar Diop, president of the OQSF Steering Committee, user satisfaction remains "the true measure of performance" in the sector. He advocates for surveys to be conducted every five years and for their scope to be broadened to include microfinance and insurance.

The recommendations also concern strengthening collaboration with the ANSD, the BCEAO and professional associations, as well as better dissemination of results to stakeholders.

Placing the customer at the heart of all processes is the leitmotif of this restitution, which should lead to a memorandum with a view to sustainably improving the quality of banking services and consolidating financial inclusion in Senegal.