Comparators

Service quality: are delays met?

Announced and measured delays, request resolution rates and the users’ trust score from our essential services barometer.

Service quality: are delays met?
Operator	Service	Announced delay	Measured delay	Resolution rate	Trust score
ONEA	Connection	21 d	35.0 d 1 observation	0 %	55.0 /100 95% CI: 52.7 – 57.2
SONABEL	Connection	15 d	24.0 d 1 observation	100 %	42.7 /100 95% CI: 41.0 – 44.5
Orange Burkina	Fixed internet installation	7 d	9.0 d 1 observation	100 %	52.0 /100 95% CI: 49.4 – 54.6
Moov Africa	Complaint handling	3 d	not observed no observation	–	49.4 /100 95% CI: 46.3 – 52.4

Essential services barometer

Methodology

Data as of 15 September 2026

Measured delay: mean delay observed by our mystery shoppers between request and completion. Resolution rate: share of requests or complaints resolved. Trust score: score out of 100 from the essential services barometer (satisfaction, trust, resolution, recommendation) with its 95% confidence interval.

Field records by Consom’Action panel mystery shoppers (missions validated after evidence checks), compared with the schedules published by operators.

Sources: fee schedules published by operators (link and date for each offer) and validated field observations by Consom’Action’s mystery shoppers.

Demo data: fictitious but realistic schedules and observations, to be replaced by official records.

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