{
    "id": "a52477de-9bda-4345-a374-05d4409ff0b0",
    "slug": "barometre-services-essentiels",
    "country": "BF",
    "title": "Baromètre des services essentiels",
    "description": "Chaque trimestre, le même questionnaire sur l'électricité, l'eau, les télécoms, le Mobile Money, les banques, la santé et les transports, avec un score de confiance par opérateur.",
    "theme": {
        "slug": "energie-eau",
        "name": "Énergie et eau"
    },
    "periodicity": "quarterly",
    "waves": 2,
    "published_waves": 1,
    "links": {
        "self": "https://dev.consomaction.bf/api/v1/barometers/barometre-services-essentiels",
        "html": "https://dev.consomaction.bf/barometres/barometre-services-essentiels"
    },
    "wave_list": [
        {
            "number": 1,
            "title": "Baromètre des services essentiels, vague 1",
            "slug": "barometre-services-essentiels-vague-1",
            "date": "2026-09-27T20:00:00+00:00",
            "published": true,
            "status": "final",
            "respondents": 600,
            "links": {
                "results": "https://dev.consomaction.bf/api/v1/results/barometre-services-essentiels-vague-1"
            }
        },
        {
            "number": 2,
            "title": "Baromètre des services essentiels, vague 2",
            "slug": "barometre-services-essentiels-vague-2",
            "date": null,
            "published": false,
            "status": null,
            "respondents": null,
            "links": null
        }
    ],
    "evolutions": [
        {
            "code": "BQ_usage",
            "type": "yes_no",
            "label": "Avez-vous un compte bancaire ?",
            "unit": "%",
            "indicator": "ont répondu « Oui »",
            "points": [
                {
                    "wave": "Vague 1",
                    "date": "sept. 2026",
                    "value": 36.7,
                    "respondents": 600
                }
            ],
            "delta": null
        },
        {
            "code": "EAU_usage",
            "type": "yes_no",
            "label": "Votre foyer est-il abonné au réseau d'eau potable ?",
            "unit": "%",
            "indicator": "ont répondu « Oui »",
            "points": [
                {
                    "wave": "Vague 1",
                    "date": "sept. 2026",
                    "value": 73.7,
                    "respondents": 600
                }
            ],
            "delta": null
        },
        {
            "code": "ELEC_usage",
            "type": "yes_no",
            "label": "Votre foyer est-il raccordé au réseau électrique ?",
            "unit": "%",
            "indicator": "ont répondu « Oui »",
            "points": [
                {
                    "wave": "Vague 1",
                    "date": "sept. 2026",
                    "value": 87.7,
                    "respondents": 600
                }
            ],
            "delta": null
        },
        {
            "code": "MM_usage",
            "type": "yes_no",
            "label": "Utilisez-vous un service de Mobile Money ?",
            "unit": "%",
            "indicator": "ont répondu « Oui »",
            "points": [
                {
                    "wave": "Vague 1",
                    "date": "sept. 2026",
                    "value": 85.0,
                    "respondents": 600
                }
            ],
            "delta": null
        },
        {
            "code": "SAN_usage",
            "type": "yes_no",
            "label": "Avez-vous fréquenté un établissement de santé public ces trois derniers mois ?",
            "unit": "%",
            "indicator": "ont répondu « Oui »",
            "points": [
                {
                    "wave": "Vague 1",
                    "date": "sept. 2026",
                    "value": 50.2,
                    "respondents": 600
                }
            ],
            "delta": null
        },
        {
            "code": "TEL_usage",
            "type": "yes_no",
            "label": "Utilisez-vous un téléphone mobile ?",
            "unit": "%",
            "indicator": "ont répondu « Oui »",
            "points": [
                {
                    "wave": "Vague 1",
                    "date": "sept. 2026",
                    "value": 98.2,
                    "respondents": 600
                }
            ],
            "delta": null
        },
        {
            "code": "TRA_usage",
            "type": "yes_no",
            "label": "Avez-vous utilisé un transport collectif ces trois derniers mois ?",
            "unit": "%",
            "indicator": "ont répondu « Oui »",
            "points": [
                {
                    "wave": "Vague 1",
                    "date": "sept. 2026",
                    "value": 47.8,
                    "respondents": 600
                }
            ],
            "delta": null
        },
        {
            "code": "BQ_confiance",
            "type": "scale",
            "label": "Quelle confiance accordez-vous à ce prestataire, de 1 à 5 ?",
            "unit": "/5",
            "indicator": "note moyenne",
            "points": [
                {
                    "wave": "Vague 1",
                    "date": "sept. 2026",
                    "value": 3.3,
                    "respondents": 220
                }
            ],
            "delta": null
        },
        {
            "code": "BQ_nps",
            "type": "nps",
            "label": "Recommanderiez-vous ce prestataire à un proche, de 0 à 10 ?",
            "unit": "/10",
            "indicator": "note moyenne",
            "points": [
                {
                    "wave": "Vague 1",
                    "date": "sept. 2026",
                    "value": 6.3,
                    "respondents": 220
                }
            ],
            "delta": null
        },
        {
            "code": "BQ_satisfaction",
            "type": "scale",
            "label": "Globalement, quelle note de satisfaction donnez-vous à ce service, de 0 à 10 ?",
            "unit": "/10",
            "indicator": "note moyenne",
            "points": [
                {
                    "wave": "Vague 1",
                    "date": "sept. 2026",
                    "value": 6.4,
                    "respondents": 220
                }
            ],
            "delta": null
        },
        {
            "code": "EAU_confiance",
            "type": "scale",
            "label": "Quelle confiance accordez-vous à ce prestataire, de 1 à 5 ?",
            "unit": "/5",
            "indicator": "note moyenne",
            "points": [
                {
                    "wave": "Vague 1",
                    "date": "sept. 2026",
                    "value": 3.3,
                    "respondents": 442
                }
            ],
            "delta": null
        },
        {
            "code": "EAU_nps",
            "type": "nps",
            "label": "Recommanderiez-vous ce prestataire à un proche, de 0 à 10 ?",
            "unit": "/10",
            "indicator": "note moyenne",
            "points": [
                {
                    "wave": "Vague 1",
                    "date": "sept. 2026",
                    "value": 6.2,
                    "respondents": 442
                }
            ],
            "delta": null
        },
        {
            "code": "EAU_satisfaction",
            "type": "scale",
            "label": "Globalement, quelle note de satisfaction donnez-vous à ce service, de 0 à 10 ?",
            "unit": "/10",
            "indicator": "note moyenne",
            "points": [
                {
                    "wave": "Vague 1",
                    "date": "sept. 2026",
                    "value": 6.2,
                    "respondents": 442
                }
            ],
            "delta": null
        },
        {
            "code": "ELEC_confiance",
            "type": "scale",
            "label": "Quelle confiance accordez-vous à ce prestataire, de 1 à 5 ?",
            "unit": "/5",
            "indicator": "note moyenne",
            "points": [
                {
                    "wave": "Vague 1",
                    "date": "sept. 2026",
                    "value": 2.7,
                    "respondents": 526
                }
            ],
            "delta": null
        },
        {
            "code": "ELEC_nps",
            "type": "nps",
            "label": "Recommanderiez-vous ce prestataire à un proche, de 0 à 10 ?",
            "unit": "/10",
            "indicator": "note moyenne",
            "points": [
                {
                    "wave": "Vague 1",
                    "date": "sept. 2026",
                    "value": 5.1,
                    "respondents": 526
                }
            ],
            "delta": null
        },
        {
            "code": "ELEC_satisfaction",
            "type": "scale",
            "label": "Globalement, quelle note de satisfaction donnez-vous à ce service, de 0 à 10 ?",
            "unit": "/10",
            "indicator": "note moyenne",
            "points": [
                {
                    "wave": "Vague 1",
                    "date": "sept. 2026",
                    "value": 5.1,
                    "respondents": 526
                }
            ],
            "delta": null
        },
        {
            "code": "MM_confiance",
            "type": "scale",
            "label": "Quelle confiance accordez-vous à ce prestataire, de 1 à 5 ?",
            "unit": "/5",
            "indicator": "note moyenne",
            "points": [
                {
                    "wave": "Vague 1",
                    "date": "sept. 2026",
                    "value": 3.6,
                    "respondents": 510
                }
            ],
            "delta": null
        },
        {
            "code": "MM_nps",
            "type": "nps",
            "label": "Recommanderiez-vous ce prestataire à un proche, de 0 à 10 ?",
            "unit": "/10",
            "indicator": "note moyenne",
            "points": [
                {
                    "wave": "Vague 1",
                    "date": "sept. 2026",
                    "value": 6.7,
                    "respondents": 510
                }
            ],
            "delta": null
        },
        {
            "code": "MM_satisfaction",
            "type": "scale",
            "label": "Globalement, quelle note de satisfaction donnez-vous à ce service, de 0 à 10 ?",
            "unit": "/10",
            "indicator": "note moyenne",
            "points": [
                {
                    "wave": "Vague 1",
                    "date": "sept. 2026",
                    "value": 6.8,
                    "respondents": 510
                }
            ],
            "delta": null
        },
        {
            "code": "SAN_confiance",
            "type": "scale",
            "label": "Quelle confiance accordez-vous à ce prestataire, de 1 à 5 ?",
            "unit": "/5",
            "indicator": "note moyenne",
            "points": [
                {
                    "wave": "Vague 1",
                    "date": "sept. 2026",
                    "value": 2.9,
                    "respondents": 301
                }
            ],
            "delta": null
        },
        {
            "code": "SAN_nps",
            "type": "nps",
            "label": "Recommanderiez-vous ce prestataire à un proche, de 0 à 10 ?",
            "unit": "/10",
            "indicator": "note moyenne",
            "points": [
                {
                    "wave": "Vague 1",
                    "date": "sept. 2026",
                    "value": 5.5,
                    "respondents": 301
                }
            ],
            "delta": null
        },
        {
            "code": "SAN_satisfaction",
            "type": "scale",
            "label": "Globalement, quelle note de satisfaction donnez-vous à ce service, de 0 à 10 ?",
            "unit": "/10",
            "indicator": "note moyenne",
            "points": [
                {
                    "wave": "Vague 1",
                    "date": "sept. 2026",
                    "value": 5.2,
                    "respondents": 301
                }
            ],
            "delta": null
        },
        {
            "code": "TEL_confiance",
            "type": "scale",
            "label": "Quelle confiance accordez-vous à ce prestataire, de 1 à 5 ?",
            "unit": "/5",
            "indicator": "note moyenne",
            "points": [
                {
                    "wave": "Vague 1",
                    "date": "sept. 2026",
                    "value": 3.1,
                    "respondents": 589
                }
            ],
            "delta": null
        },
        {
            "code": "TEL_nps",
            "type": "nps",
            "label": "Recommanderiez-vous ce prestataire à un proche, de 0 à 10 ?",
            "unit": "/10",
            "indicator": "note moyenne",
            "points": [
                {
                    "wave": "Vague 1",
                    "date": "sept. 2026",
                    "value": 5.9,
                    "respondents": 589
                }
            ],
            "delta": null
        },
        {
            "code": "TEL_satisfaction",
            "type": "scale",
            "label": "Globalement, quelle note de satisfaction donnez-vous à ce service, de 0 à 10 ?",
            "unit": "/10",
            "indicator": "note moyenne",
            "points": [
                {
                    "wave": "Vague 1",
                    "date": "sept. 2026",
                    "value": 5.9,
                    "respondents": 589
                }
            ],
            "delta": null
        },
        {
            "code": "TRA_confiance",
            "type": "scale",
            "label": "Quelle confiance accordez-vous à ce prestataire, de 1 à 5 ?",
            "unit": "/5",
            "indicator": "note moyenne",
            "points": [
                {
                    "wave": "Vague 1",
                    "date": "sept. 2026",
                    "value": 3.1,
                    "respondents": 287
                }
            ],
            "delta": null
        },
        {
            "code": "TRA_nps",
            "type": "nps",
            "label": "Recommanderiez-vous ce prestataire à un proche, de 0 à 10 ?",
            "unit": "/10",
            "indicator": "note moyenne",
            "points": [
                {
                    "wave": "Vague 1",
                    "date": "sept. 2026",
                    "value": 5.7,
                    "respondents": 287
                }
            ],
            "delta": null
        },
        {
            "code": "TRA_satisfaction",
            "type": "scale",
            "label": "Globalement, quelle note de satisfaction donnez-vous à ce service, de 0 à 10 ?",
            "unit": "/10",
            "indicator": "note moyenne",
            "points": [
                {
                    "wave": "Vague 1",
                    "date": "sept. 2026",
                    "value": 5.8,
                    "respondents": 287
                }
            ],
            "delta": null
        }
    ],
    "trust_scores": {
        "wave": {
            "number": 1,
            "slug": "barometre-services-essentiels-vague-1",
            "date": "sept. 2026",
            "status": "final"
        },
        "method": {
            "weights": {
                "satisfaction": 0.4,
                "trust": 0.3,
                "resolution": 0.15,
                "nps": 0.15
            },
            "min_respondents": 30,
            "confidence_level": 0.95,
            "description": "Score de confiance = 40 % satisfaction + 30 % confiance + 15 % réclamations traitées + 15 % NPS normalisé, sur 100. Sans réclamation déposée, les autres poids sont renormalisés. Un opérateur n'est noté qu'à partir de 30 répondants ; l'intervalle de confiance à 95 % tient compte de la dispersion des réponses individuelles et de l'incertitude sur le taux de réclamations traitées."
        },
        "sectors": [
            {
                "sector": "electricity",
                "label": "Électricité",
                "operators": [
                    {
                        "slug": "sonabel",
                        "name": "SONABEL",
                        "rank": 1,
                        "respondents": 526,
                        "rated": true,
                        "score": 42.7,
                        "confidence_interval": [
                            41.0,
                            44.5
                        ],
                        "components": {
                            "satisfaction": 51.3,
                            "trust": 41.7,
                            "resolution": 46.9,
                            "nps": 17.9
                        },
                        "nps": -64.3,
                        "complaint_rate": 34.0,
                        "evolution": {
                            "previous": null,
                            "delta": null,
                            "significant": false
                        },
                        "top_problems": [
                            {
                                "code": "delais",
                                "label": "Délais de branchement ou de dépannage",
                                "percent": 29.8
                            },
                            {
                                "code": "cout",
                                "label": "Coût trop élevé",
                                "percent": 29.5
                            },
                            {
                                "code": "accueil",
                                "label": "Accueil en agence",
                                "percent": 28.9
                            },
                            {
                                "code": "facturation",
                                "label": "Facturation erronée ou estimée",
                                "percent": 28.5
                            },
                            {
                                "code": "coupures",
                                "label": "Coupures fréquentes",
                                "percent": 27.8
                            }
                        ]
                    }
                ]
            },
            {
                "sector": "water",
                "label": "Eau potable",
                "operators": [
                    {
                        "slug": "onea",
                        "name": "ONEA",
                        "rank": 1,
                        "respondents": 442,
                        "rated": true,
                        "score": 55.0,
                        "confidence_interval": [
                            52.7,
                            57.2
                        ],
                        "components": {
                            "satisfaction": 62.3,
                            "trust": 56.9,
                            "resolution": 54.9,
                            "nps": 31.6
                        },
                        "nps": -36.9,
                        "complaint_rate": 18.6,
                        "evolution": {
                            "previous": null,
                            "delta": null,
                            "significant": false
                        },
                        "top_problems": [
                            {
                                "code": "qualite",
                                "label": "Qualité de l'eau",
                                "percent": 28.1
                            },
                            {
                                "code": "delais",
                                "label": "Délais de branchement ou de dépannage",
                                "percent": 25.8
                            },
                            {
                                "code": "coupures",
                                "label": "Coupures ou faible pression",
                                "percent": 24.0
                            },
                            {
                                "code": "facturation",
                                "label": "Facturation erronée ou estimée",
                                "percent": 23.3
                            }
                        ]
                    }
                ]
            },
            {
                "sector": "telecom",
                "label": "Télécoms",
                "operators": [
                    {
                        "slug": "orange-burkina",
                        "name": "Orange Burkina",
                        "rank": 1,
                        "respondents": 316,
                        "rated": true,
                        "score": 52.0,
                        "confidence_interval": [
                            49.4,
                            54.6
                        ],
                        "components": {
                            "satisfaction": 61.4,
                            "trust": 55.8,
                            "resolution": 41.8,
                            "nps": 29.6
                        },
                        "nps": -40.8,
                        "complaint_rate": 21.2,
                        "evolution": {
                            "previous": null,
                            "delta": null,
                            "significant": false
                        },
                        "top_problems": [
                            {
                                "code": "credit",
                                "label": "Crédit ou forfait consommé trop vite",
                                "percent": 26.3
                            },
                            {
                                "code": "sms",
                                "label": "Messages promotionnels non sollicités",
                                "percent": 25.9
                            },
                            {
                                "code": "internet",
                                "label": "Internet lent",
                                "percent": 25.0
                            },
                            {
                                "code": "reseau",
                                "label": "Réseau ou appels coupés",
                                "percent": 24.7
                            },
                            {
                                "code": "service_client",
                                "label": "Service client injoignable",
                                "percent": 22.5
                            }
                        ]
                    },
                    {
                        "slug": "moov-africa",
                        "name": "Moov Africa",
                        "rank": 2,
                        "respondents": 216,
                        "rated": true,
                        "score": 49.4,
                        "confidence_interval": [
                            46.3,
                            52.4
                        ],
                        "components": {
                            "satisfaction": 57.6,
                            "trust": 51.5,
                            "resolution": 47.9,
                            "nps": 24.8
                        },
                        "nps": -50.5,
                        "complaint_rate": 22.2,
                        "evolution": {
                            "previous": null,
                            "delta": null,
                            "significant": false
                        },
                        "top_problems": [
                            {
                                "code": "sms",
                                "label": "Messages promotionnels non sollicités",
                                "percent": 32.9
                            },
                            {
                                "code": "credit",
                                "label": "Crédit ou forfait consommé trop vite",
                                "percent": 27.3
                            },
                            {
                                "code": "internet",
                                "label": "Internet lent",
                                "percent": 26.4
                            },
                            {
                                "code": "service_client",
                                "label": "Service client injoignable",
                                "percent": 25.9
                            },
                            {
                                "code": "reseau",
                                "label": "Réseau ou appels coupés",
                                "percent": 25.5
                            }
                        ]
                    },
                    {
                        "slug": "telecel",
                        "name": "Telecel",
                        "rank": 3,
                        "respondents": 57,
                        "rated": true,
                        "score": 40.3,
                        "confidence_interval": [
                            36.4,
                            44.1
                        ],
                        "components": {
                            "satisfaction": 55.6,
                            "trust": 49.6,
                            "resolution": 0.0,
                            "nps": 21.1
                        },
                        "nps": -57.9,
                        "complaint_rate": 12.3,
                        "evolution": {
                            "previous": null,
                            "delta": null,
                            "significant": false
                        },
                        "top_problems": [
                            {
                                "code": "reseau",
                                "label": "Réseau ou appels coupés",
                                "percent": 36.8
                            },
                            {
                                "code": "internet",
                                "label": "Internet lent",
                                "percent": 35.1
                            },
                            {
                                "code": "sms",
                                "label": "Messages promotionnels non sollicités",
                                "percent": 24.6
                            },
                            {
                                "code": "credit",
                                "label": "Crédit ou forfait consommé trop vite",
                                "percent": 22.8
                            },
                            {
                                "code": "service_client",
                                "label": "Service client injoignable",
                                "percent": 15.8
                            }
                        ]
                    }
                ]
            },
            {
                "sector": "mobile_money",
                "label": "Mobile Money",
                "operators": [
                    {
                        "slug": "wave",
                        "name": "Wave",
                        "rank": 1,
                        "respondents": 133,
                        "rated": true,
                        "score": 69.1,
                        "confidence_interval": [
                            64.3,
                            73.9
                        ],
                        "components": {
                            "satisfaction": 74.4,
                            "trust": 69.5,
                            "resolution": 72.7,
                            "nps": 50.4
                        },
                        "nps": 0.8,
                        "complaint_rate": 8.3,
                        "evolution": {
                            "previous": null,
                            "delta": null,
                            "significant": false
                        },
                        "top_problems": [
                            {
                                "code": "transaction",
                                "label": "Transaction échouée ou bloquée",
                                "percent": 20.3
                            },
                            {
                                "code": "fraude",
                                "label": "Tentative de fraude",
                                "percent": 20.3
                            },
                            {
                                "code": "liquidite",
                                "label": "Point de retrait sans liquidité",
                                "percent": 19.5
                            },
                            {
                                "code": "service_client",
                                "label": "Service client injoignable",
                                "percent": 19.5
                            },
                            {
                                "code": "frais",
                                "label": "Frais peu clairs ou trop élevés",
                                "percent": 15.8
                            }
                        ]
                    },
                    {
                        "slug": "orange-money",
                        "name": "Orange Money",
                        "rank": 2,
                        "respondents": 234,
                        "rated": true,
                        "score": 61.4,
                        "confidence_interval": [
                            58.2,
                            64.6
                        ],
                        "components": {
                            "satisfaction": 67.7,
                            "trust": 65.0,
                            "resolution": 57.5,
                            "nps": 41.0
                        },
                        "nps": -17.9,
                        "complaint_rate": 17.1,
                        "evolution": {
                            "previous": null,
                            "delta": null,
                            "significant": false
                        },
                        "top_problems": [
                            {
                                "code": "fraude",
                                "label": "Tentative de fraude",
                                "percent": 30.3
                            },
                            {
                                "code": "transaction",
                                "label": "Transaction échouée ou bloquée",
                                "percent": 27.8
                            },
                            {
                                "code": "service_client",
                                "label": "Service client injoignable",
                                "percent": 26.1
                            },
                            {
                                "code": "liquidite",
                                "label": "Point de retrait sans liquidité",
                                "percent": 23.5
                            },
                            {
                                "code": "frais",
                                "label": "Frais peu clairs ou trop élevés",
                                "percent": 21.4
                            }
                        ]
                    },
                    {
                        "slug": "moov-money",
                        "name": "Moov Money",
                        "rank": 3,
                        "respondents": 143,
                        "rated": true,
                        "score": 55.0,
                        "confidence_interval": [
                            50.9,
                            59.2
                        ],
                        "components": {
                            "satisfaction": 60.6,
                            "trust": 57.7,
                            "resolution": 60.0,
                            "nps": 30.1
                        },
                        "nps": -39.9,
                        "complaint_rate": 14.0,
                        "evolution": {
                            "previous": null,
                            "delta": null,
                            "significant": false
                        },
                        "top_problems": [
                            {
                                "code": "fraude",
                                "label": "Tentative de fraude",
                                "percent": 30.8
                            },
                            {
                                "code": "transaction",
                                "label": "Transaction échouée ou bloquée",
                                "percent": 28.7
                            },
                            {
                                "code": "liquidite",
                                "label": "Point de retrait sans liquidité",
                                "percent": 28.0
                            },
                            {
                                "code": "frais",
                                "label": "Frais peu clairs ou trop élevés",
                                "percent": 25.2
                            },
                            {
                                "code": "service_client",
                                "label": "Service client injoignable",
                                "percent": 24.5
                            }
                        ]
                    }
                ]
            },
            {
                "sector": "bank",
                "label": "Banques",
                "operators": [
                    {
                        "slug": "coris-bank",
                        "name": "Coris Bank",
                        "rank": 1,
                        "respondents": 74,
                        "rated": true,
                        "score": 59.7,
                        "confidence_interval": [
                            53.8,
                            65.7
                        ],
                        "components": {
                            "satisfaction": 67.0,
                            "trust": 63.9,
                            "resolution": 54.5,
                            "nps": 37.2
                        },
                        "nps": -25.7,
                        "complaint_rate": 14.9,
                        "evolution": {
                            "previous": null,
                            "delta": null,
                            "significant": false
                        },
                        "top_problems": [
                            {
                                "code": "credit",
                                "label": "Accès au crédit",
                                "percent": 29.7
                            },
                            {
                                "code": "information",
                                "label": "Manque d'information",
                                "percent": 24.3
                            },
                            {
                                "code": "frais",
                                "label": "Frais de tenue de compte",
                                "percent": 23.0
                            },
                            {
                                "code": "gab",
                                "label": "Distributeurs en panne",
                                "percent": 21.6
                            },
                            {
                                "code": "attente",
                                "label": "Attente en agence",
                                "percent": 20.3
                            }
                        ]
                    },
                    {
                        "slug": "uba",
                        "name": "UBA",
                        "rank": 2,
                        "respondents": 55,
                        "rated": true,
                        "score": 55.6,
                        "confidence_interval": [
                            49.5,
                            61.7
                        ],
                        "components": {
                            "satisfaction": 63.5,
                            "trust": 52.7,
                            "resolution": 61.5,
                            "nps": 34.5
                        },
                        "nps": -30.9,
                        "complaint_rate": 23.6,
                        "evolution": {
                            "previous": null,
                            "delta": null,
                            "significant": false
                        },
                        "top_problems": [
                            {
                                "code": "information",
                                "label": "Manque d'information",
                                "percent": 30.9
                            },
                            {
                                "code": "gab",
                                "label": "Distributeurs en panne",
                                "percent": 30.9
                            },
                            {
                                "code": "credit",
                                "label": "Accès au crédit",
                                "percent": 29.1
                            },
                            {
                                "code": "attente",
                                "label": "Attente en agence",
                                "percent": 23.6
                            },
                            {
                                "code": "frais",
                                "label": "Frais de tenue de compte",
                                "percent": 16.4
                            }
                        ]
                    },
                    {
                        "slug": "ecobank",
                        "name": "Ecobank",
                        "rank": 3,
                        "respondents": 59,
                        "rated": true,
                        "score": 53.8,
                        "confidence_interval": [
                            47.4,
                            60.2
                        ],
                        "components": {
                            "satisfaction": 63.4,
                            "trust": 57.2,
                            "resolution": 45.5,
                            "nps": 29.7
                        },
                        "nps": -40.7,
                        "complaint_rate": 18.6,
                        "evolution": {
                            "previous": null,
                            "delta": null,
                            "significant": false
                        },
                        "top_problems": [
                            {
                                "code": "attente",
                                "label": "Attente en agence",
                                "percent": 33.9
                            },
                            {
                                "code": "frais",
                                "label": "Frais de tenue de compte",
                                "percent": 27.1
                            },
                            {
                                "code": "information",
                                "label": "Manque d'information",
                                "percent": 25.4
                            },
                            {
                                "code": "credit",
                                "label": "Accès au crédit",
                                "percent": 22.0
                            },
                            {
                                "code": "gab",
                                "label": "Distributeurs en panne",
                                "percent": 20.3
                            }
                        ]
                    },
                    {
                        "slug": "boa",
                        "name": "BOA",
                        "rank": 4,
                        "respondents": 32,
                        "rated": true,
                        "score": 44.4,
                        "confidence_interval": [
                            38.8,
                            50.0
                        ],
                        "components": {
                            "satisfaction": 60.6,
                            "trust": 53.9,
                            "resolution": 0.0,
                            "nps": 26.6
                        },
                        "nps": -46.9,
                        "complaint_rate": 12.5,
                        "evolution": {
                            "previous": null,
                            "delta": null,
                            "significant": false
                        },
                        "top_problems": [
                            {
                                "code": "information",
                                "label": "Manque d'information",
                                "percent": 25.0
                            },
                            {
                                "code": "credit",
                                "label": "Accès au crédit",
                                "percent": 25.0
                            },
                            {
                                "code": "gab",
                                "label": "Distributeurs en panne",
                                "percent": 25.0
                            },
                            {
                                "code": "attente",
                                "label": "Attente en agence",
                                "percent": 21.9
                            },
                            {
                                "code": "frais",
                                "label": "Frais de tenue de compte",
                                "percent": 9.4
                            }
                        ]
                    }
                ]
            },
            {
                "sector": "health",
                "label": "Santé",
                "operators": [
                    {
                        "slug": "cma-secteur-30",
                        "name": "CMA du secteur 30",
                        "rank": 1,
                        "respondents": 102,
                        "rated": true,
                        "score": 49.8,
                        "confidence_interval": [
                            45.1,
                            54.5
                        ],
                        "components": {
                            "satisfaction": 60.4,
                            "trust": 55.9,
                            "resolution": 28.6,
                            "nps": 30.4
                        },
                        "nps": -39.2,
                        "complaint_rate": 13.7,
                        "evolution": {
                            "previous": null,
                            "delta": null,
                            "significant": false
                        },
                        "top_problems": [
                            {
                                "code": "hygiene",
                                "label": "Hygiène",
                                "percent": 30.4
                            },
                            {
                                "code": "accueil",
                                "label": "Accueil du personnel",
                                "percent": 28.4
                            },
                            {
                                "code": "attente",
                                "label": "Temps d'attente",
                                "percent": 22.5
                            },
                            {
                                "code": "medicaments",
                                "label": "Médicaments indisponibles",
                                "percent": 22.5
                            },
                            {
                                "code": "cout",
                                "label": "Coût des soins",
                                "percent": 22.5
                            }
                        ]
                    },
                    {
                        "slug": "chu-yalgado",
                        "name": "CHU Yalgado Ouédraogo",
                        "rank": 2,
                        "respondents": 199,
                        "rated": true,
                        "score": 36.7,
                        "confidence_interval": [
                            33.7,
                            39.8
                        ],
                        "components": {
                            "satisfaction": 47.8,
                            "trust": 42.1,
                            "resolution": 16.0,
                            "nps": 17.3
                        },
                        "nps": -65.3,
                        "complaint_rate": 12.6,
                        "evolution": {
                            "previous": null,
                            "delta": null,
                            "significant": false
                        },
                        "top_problems": [
                            {
                                "code": "hygiene",
                                "label": "Hygiène",
                                "percent": 34.2
                            },
                            {
                                "code": "cout",
                                "label": "Coût des soins",
                                "percent": 31.7
                            },
                            {
                                "code": "attente",
                                "label": "Temps d'attente",
                                "percent": 29.6
                            },
                            {
                                "code": "accueil",
                                "label": "Accueil du personnel",
                                "percent": 29.6
                            },
                            {
                                "code": "medicaments",
                                "label": "Médicaments indisponibles",
                                "percent": 24.6
                            }
                        ]
                    }
                ]
            },
            {
                "sector": "transport",
                "label": "Transports",
                "operators": [
                    {
                        "slug": "cars-interurbains",
                        "name": "Cars interurbains",
                        "rank": 1,
                        "respondents": 109,
                        "rated": true,
                        "score": 49.6,
                        "confidence_interval": [
                            44.1,
                            55.1
                        ],
                        "components": {
                            "satisfaction": 62.2,
                            "trust": 56.7,
                            "resolution": 25.0,
                            "nps": 26.6
                        },
                        "nps": -46.8,
                        "complaint_rate": 7.3,
                        "evolution": {
                            "previous": null,
                            "delta": null,
                            "significant": false
                        },
                        "top_problems": [
                            {
                                "code": "confort",
                                "label": "Confort et état des véhicules",
                                "percent": 27.5
                            },
                            {
                                "code": "prix",
                                "label": "Prix",
                                "percent": 26.6
                            },
                            {
                                "code": "securite",
                                "label": "Sécurité",
                                "percent": 25.7
                            },
                            {
                                "code": "bagages",
                                "label": "Bagages perdus ou abîmés",
                                "percent": 21.1
                            },
                            {
                                "code": "retards",
                                "label": "Retards",
                                "percent": 20.2
                            }
                        ]
                    },
                    {
                        "slug": "sotraco",
                        "name": "SOTRACO",
                        "rank": 2,
                        "respondents": 178,
                        "rated": true,
                        "score": 45.5,
                        "confidence_interval": [
                            40.6,
                            50.3
                        ],
                        "components": {
                            "satisfaction": 55.6,
                            "trust": 48.7,
                            "resolution": 36.4,
                            "nps": 21.1
                        },
                        "nps": -57.9,
                        "complaint_rate": 6.2,
                        "evolution": {
                            "previous": null,
                            "delta": null,
                            "significant": false
                        },
                        "top_problems": [
                            {
                                "code": "bagages",
                                "label": "Bagages perdus ou abîmés",
                                "percent": 37.1
                            },
                            {
                                "code": "prix",
                                "label": "Prix",
                                "percent": 28.7
                            },
                            {
                                "code": "securite",
                                "label": "Sécurité",
                                "percent": 27.5
                            },
                            {
                                "code": "retards",
                                "label": "Retards",
                                "percent": 26.4
                            },
                            {
                                "code": "confort",
                                "label": "Confort et état des véhicules",
                                "percent": 24.2
                            }
                        ]
                    }
                ]
            }
        ]
    }
}