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Final results Energy and water Published on 1 October 2026

Essential services barometer, wave 1

600 people answered this survey. Electricity, water, telecoms, Mobile Money, banks, health, transport: your experience of essential services, operator by operator.

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Respondents n = 600

completed questionnaires

Centre 52%Hauts-Bassins 21%Others 27%
Average score 6.8/10

average score

Average score 5.1/10

on a scale from 0 to 10

Methodology

Final results
Population
Users of essential services aged 18 and over living in Burkina Faso.
Recruitment
Online questionnaire shared by Consom'Action (website, social media, WhatsApp) and panel; non-probability sample.
Sample and period
n = 600 completed questionnaires, collected from 6 July 2026 to 27 September 2026.
Data collection
Online questionnaire on mobile phones, in French and English, 67 questions, median duration 10 min. Raw, unweighted results rounded to the nearest unit.
Limitations
Connected and urban users are over-represented; scores of operators with fewer than 30 respondents are not published.

Status: final results, validated by Consom’Action’s methodology committee on 1 October 2026. Trust score: 40% satisfaction, 30% trust, 15% complaints dealt with, 15% normalised NPS; minimum of 30 respondents per operator.

Certifiable method

95% confidence intervals

Each percentage comes with the range within which the true value lies with 95% confidence, given the sample size and the weighting.

Is your household connected to the power grid?

n = 600

  • Yes87.7 % [85.0 – 90.3]
  • No12.3 % [9.7 – 15.0]

Who is your electricity provider?

n = 526

  • SONABEL100.0 % [100.0 – 100.0]

Overall, how satisfied are you with this service, from 0 to 10?

n = 526

  • Mean5.1 [5.0 – 5.3]

How much do you trust this provider, from 1 to 5?

n = 526

  • Mean2.7 [2.6 – 2.7]

Was your complaint dealt with?

n = 179

  • Yes46.9 % [39.6 – 54.2]
  • No53.1 % [45.8 – 60.4]

Would you recommend this provider to a friend, from 0 to 10?

n = 526

  • NPS-64.3 [-69.6 – -58.9]
  • Mean5.1 [4.9 – 5.3]

Does your household subscribe to the water network?

n = 600

  • Yes73.7 % [70.1 – 77.2]
  • No26.3 % [22.8 – 29.9]

Who is your water provider?

n = 442

  • ONEA100.0 % [100.0 – 100.0]

Overall, how satisfied are you with this service, from 0 to 10?

n = 442

  • Mean6.2 [6.1 – 6.4]

How much do you trust this provider, from 1 to 5?

n = 442

  • Mean3.3 [3.2 – 3.4]

Was your complaint dealt with?

n = 82

  • Yes54.9 % [44.1 – 65.6]
  • No45.1 % [34.4 – 55.9]

Would you recommend this provider to a friend, from 0 to 10?

n = 442

  • NPS-36.9 [-43.8 – -29.9]
  • Mean6.2 [5.9 – 6.4]

Do you use a mobile phone?

n = 600

  • Yes98.2 % [97.1 – 99.2]
  • No1.8 % [0.8 – 2.9]

Who is your main operator?

n = 589

  • Orange Burkina53.7 % [49.6 – 57.7]
  • Moov Africa36.7 % [32.8 – 40.6]
  • Telecel9.7 % [7.3 – 12.1]

Overall, how satisfied are you with this service, from 0 to 10?

n = 589

  • Mean5.9 [5.8 – 6.1]

How much do you trust this provider, from 1 to 5?

n = 589

  • Mean3.1 [3.1 – 3.2]

Was your complaint dealt with?

n = 122

  • Yes41.8 % [33.1 – 50.6]
  • No58.2 % [49.4 – 66.9]

Would you recommend this provider to a friend, from 0 to 10?

n = 589

  • NPS-46.0 [-51.9 – -40.1]
  • Mean5.9 [5.7 – 6.1]

Do you use a Mobile Money service?

n = 600

  • Yes85.0 % [82.1 – 87.9]
  • No15.0 % [12.1 – 17.9]

Which Mobile Money service do you use the most?

n = 510

  • Orange Money45.9 % [41.6 – 50.2]
  • Moov Money28.0 % [24.1 – 31.9]
  • Wave26.1 % [22.3 – 29.9]

Overall, how satisfied are you with this service, from 0 to 10?

n = 510

  • Mean6.8 [6.6 – 6.9]

How much do you trust this provider, from 1 to 5?

n = 510

  • Mean3.6 [3.5 – 3.6]

Was your complaint dealt with?

n = 71

  • Yes60.6 % [49.2 – 71.9]
  • No39.4 % [28.1 – 50.8]

Would you recommend this provider to a friend, from 0 to 10?

n = 510

  • NPS-19.2 [-26.2 – -12.2]
  • Mean6.7 [6.5 – 6.9]

Do you have a bank account?

n = 600

  • Yes36.7 % [32.8 – 40.5]
  • No63.3 % [59.5 – 67.2]

What is your main bank?

n = 220

  • Coris Bank33.6 % [27.4 – 39.9]
  • Ecobank26.8 % [21.0 – 32.7]
  • UBA25.0 % [19.3 – 30.7]
  • BOA14.5 % [9.9 – 19.2]

Overall, how satisfied are you with this service, from 0 to 10?

n = 220

  • Mean6.4 [6.2 – 6.7]

How much do you trust this provider, from 1 to 5?

n = 220

  • Mean3.3 [3.2 – 3.4]

Was your complaint dealt with?

n = 39

  • Yes48.7 % [33.0 – 64.4]
  • No51.3 % [35.6 – 67.0]

Would you recommend this provider to a friend, from 0 to 10?

n = 220

  • NPS-34.1 [-44.4 – -23.8]
  • Mean6.3 [6.0 – 6.6]

Have you visited a public health facility in the last three months?

n = 600

  • Yes50.2 % [46.2 – 54.2]
  • No49.8 % [45.8 – 53.8]

Which facility did you visit?

n = 301

  • CHU Yalgado Ouédraogo66.1 % [60.8 – 71.5]
  • CMA du secteur 3033.9 % [28.5 – 39.2]

Overall, how satisfied are you with this service, from 0 to 10?

n = 301

  • Mean5.2 [5.0 – 5.4]

How much do you trust this provider, from 1 to 5?

n = 301

  • Mean2.9 [2.8 – 3.0]

Was your complaint dealt with?

n = 39

  • Yes20.5 % [7.8 – 33.2]
  • No79.5 % [66.8 – 92.2]

Would you recommend this provider to a friend, from 0 to 10?

n = 301

  • NPS-56.5 [-64.1 – -48.9]
  • Mean5.5 [5.2 – 5.7]

Have you used public transport in the last three months?

n = 600

  • Yes47.8 % [43.8 – 51.8]
  • No52.2 % [48.2 – 56.2]

Which transport did you use the most?

n = 287

  • SOTRACO62.0 % [56.4 – 67.6]
  • Cars interurbains38.0 % [32.4 – 43.6]

Overall, how satisfied are you with this service, from 0 to 10?

n = 287

  • Mean5.8 [5.6 – 6.0]

How much do you trust this provider, from 1 to 5?

n = 287

  • Mean3.1 [3.0 – 3.2]

Was your complaint dealt with?

n = 19

  • Yes31.6 % [10.7 – 52.5]
  • No68.4 % [47.5 – 89.3]

Would you recommend this provider to a friend, from 0 to 10?

n = 287

  • NPS-53.7 [-61.8 – -45.5]
  • Mean5.7 [5.5 – 6.0]

Gender

n = 600

  • Female45.0 % [41.0 – 49.0]
  • Male53.3 % [49.3 – 57.3]
  • Prefer not to say1.7 % [0.6 – 2.7]

Age range

n = 600

  • 18-2424.5 % [21.1 – 27.9]
  • 25-3437.2 % [33.3 – 41.0]
  • 35-4422.2 % [18.8 – 25.5]
  • 45-549.0 % [6.7 – 11.3]
  • 55 and over7.2 % [5.1 – 9.2]

Region

n = 600

  • Centre (Ouagadougou)51.5 % [47.5 – 55.5]
  • Hauts-Bassins (Bobo-Dioulasso)21.2 % [17.9 – 24.4]
  • Other region27.3 % [23.8 – 30.9]

Employment status

n = 600

  • Employee31.7 % [27.9 – 35.4]
  • Self-employed / trader32.0 % [28.3 – 35.7]
  • Student22.0 % [18.7 – 25.3]
  • Unemployed10.2 % [7.7 – 12.6]
  • Retired4.2 % [2.6 – 5.8]

Detailed results

Question by question

Question 1Yes / no

Is your household connected to the power grid?

n = 600 respondents

Share this figure
Is your household connected to the power grid? 88% yes Yes 88% No 12%
Is your household connected to the power grid? (n = 600)
AnswerCountPercentage
Yes52687.7%
No7412.3%

How to read: 88% of respondents answered “Yes”.

Question 2Single choice

Who is your electricity provider?

n = 526 respondents

Share this figure
Who is your electricity provider? 0% 20% 40% 60% 80% 100% SONABEL 100%
Who is your electricity provider? (n = 526)
AnswerCountPercentage
SONABEL526100.0%

How to read: 100% of respondents answered “SONABEL”. 74 people did not answer.

Question 3Numeric scale

Overall, how satisfied are you with this service, from 0 to 10?

n = 526 respondents

Share this figure
Overall, how satisfied are you with this service, from 0 to 10? 0 10 5.1/ 10 average score Score distribution (%) 0 1 2 3 4 5 6 7 8 9 10
Overall, how satisfied are you with this service, from 0 to 10? (n = 526)
AnswerCountPercentage
081.5%
1112.1%
2275.1%
36712.7%
48315.8%
510620.2%
69317.7%
77013.3%
8377.0%
9163.0%
1081.5%
Mean5.1
Median5.0
Standard deviation2.0

How to read: mean 5.1, median 5, standard deviation 2.0. 74 people did not answer.

Question 4Numeric scale

How much do you trust this provider, from 1 to 5?

n = 526 respondents

Share this figure
How much do you trust this provider, from 1 to 5? 1 5 2.7/ 5 average score Score distribution (%) 1 2 3 4 5
How much do you trust this provider, from 1 to 5? (n = 526)
AnswerCountPercentage
1346.5%
218735.6%
323143.9%
46812.9%
561.1%
Mean2.7
Median3.0
Standard deviation0.8

How to read: mean 2.7, median 3, standard deviation 0.8. 74 people did not answer.

Question 5Yes / no

Was your complaint dealt with?

n = 179 respondents

Share this figure
Was your complaint dealt with? 47% yes Yes 47% No 53%
Was your complaint dealt with? (n = 179)
AnswerCountPercentage
Yes8446.9%
No9553.1%

How to read: 53% of respondents answered “No”. 421 people did not answer.

Question 60 to 10 score

Would you recommend this provider to a friend, from 0 to 10?

n = 526 respondents

Share this figure
Would you recommend this provider to a friend, from 0 to 10? 0 10 5.1/ 10 average score Score distribution (%) 0 1 2 3 4 5 6 7 8 9 10 Detractors (0 to 6) 72% Passives (7 and 8) 20% Promoters (9 and 10) 8% NPS: -64
Would you recommend this provider to a friend, from 0 to 10? (n = 526)
AnswerCountPercentage
0122.3%
1264.9%
2458.6%
35310.1%
47614.4%
58716.5%
68115.4%
75911.2%
8458.6%
9203.8%
10224.2%
Mean5.1
Median5.0
Standard deviation2.4
NPS-64.3

How to read: average score of 5.1 out of 10; 8% promoters (9 or 10) and 72% detractors (0 to 6). 74 people did not answer.

Question 7Yes / no

Does your household subscribe to the water network?

n = 600 respondents

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Does your household subscribe to the water network? 74% yes Yes 74% No 26%
Does your household subscribe to the water network? (n = 600)
AnswerCountPercentage
Yes44273.7%
No15826.3%

How to read: 74% of respondents answered “Yes”.

Question 8Single choice

Who is your water provider?

n = 442 respondents

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Who is your water provider? 0% 20% 40% 60% 80% 100% ONEA 100%
Who is your water provider? (n = 442)
AnswerCountPercentage
ONEA442100.0%

How to read: 100% of respondents answered “ONEA”. 158 people did not answer.

Question 9Numeric scale

Overall, how satisfied are you with this service, from 0 to 10?

n = 442 respondents

Share this figure
Overall, how satisfied are you with this service, from 0 to 10? 0 10 6.2/ 10 average score Score distribution (%) 0 1 2 3 4 5 6 7 8 9 10
Overall, how satisfied are you with this service, from 0 to 10? (n = 442)
AnswerCountPercentage
000.0%
140.9%
2132.9%
3122.7%
45111.5%
56314.3%
69922.4%
79020.4%
86214.0%
9306.8%
10184.1%
Mean6.2
Median6.0
Standard deviation1.9

How to read: mean 6.2, median 6, standard deviation 1.9. 158 people did not answer.

Question 10Numeric scale

How much do you trust this provider, from 1 to 5?

n = 442 respondents

Share this figure
How much do you trust this provider, from 1 to 5? 1 5 3.3/ 5 average score Score distribution (%) 1 2 3 4 5
How much do you trust this provider, from 1 to 5? (n = 442)
AnswerCountPercentage
181.8%
27617.2%
317639.8%
415033.9%
5327.2%
Mean3.3
Median3.0
Standard deviation0.9

How to read: mean 3.3, median 3, standard deviation 0.9. 158 people did not answer.

Question 11Yes / no

Was your complaint dealt with?

n = 82 respondents

Share this figure
Was your complaint dealt with? 55% yes Yes 55% No 45%
Was your complaint dealt with? (n = 82)
AnswerCountPercentage
Yes4554.9%
No3745.1%

How to read: 55% of respondents answered “Yes”. 518 people did not answer.

Question 120 to 10 score

Would you recommend this provider to a friend, from 0 to 10?

n = 442 respondents

Share this figure
Would you recommend this provider to a friend, from 0 to 10? 0 10 6.2/ 10 average score Score distribution (%) 0 1 2 3 4 5 6 7 8 9 10 Detractors (0 to 6) 53% Passives (7 and 8) 31% Promoters (9 and 10) 16% NPS: -37
Would you recommend this provider to a friend, from 0 to 10? (n = 442)
AnswerCountPercentage
030.7%
151.1%
2194.3%
3296.6%
44911.1%
56214.0%
66715.2%
78819.9%
84911.1%
9378.4%
10347.7%
Mean6.2
Median6.0
Standard deviation2.2
NPS-36.9

How to read: average score of 6.2 out of 10; 16% promoters (9 or 10) and 53% detractors (0 to 6). 158 people did not answer.

Question 13Yes / no

Do you use a mobile phone?

n = 600 respondents

Share this figure
Do you use a mobile phone? 98% yes Yes 98% No 2%
Do you use a mobile phone? (n = 600)
AnswerCountPercentage
Yes58998.2%
No111.8%

How to read: 98% of respondents answered “Yes”.

Question 14Single choice

Who is your main operator?

n = 589 respondents

Share this figure
Who is your main operator? 0% 10% 20% 30% 40% 50% 60% Orange Burkina 54% Moov Africa 37% Telecel 9%
Who is your main operator? (n = 589)
AnswerCountPercentage
Orange Burkina31653.7%
Moov Africa21636.7%
Telecel579.7%

How to read: 54% of respondents answered “Orange Burkina”. 11 people did not answer.

Question 15Numeric scale

Overall, how satisfied are you with this service, from 0 to 10?

n = 589 respondents

Share this figure
Overall, how satisfied are you with this service, from 0 to 10? 0 10 5.9/ 10 average score Score distribution (%) 0 1 2 3 4 5 6 7 8 9 10
Overall, how satisfied are you with this service, from 0 to 10? (n = 589)
AnswerCountPercentage
000.0%
171.2%
2183.1%
3427.1%
46210.5%
510918.5%
612721.6%
79916.8%
86511.0%
9376.3%
10233.9%
Mean5.9
Median6.0
Standard deviation2.0

How to read: mean 5.9, median 6, standard deviation 2.0. 11 people did not answer.

Question 16Numeric scale

How much do you trust this provider, from 1 to 5?

n = 589 respondents

Share this figure
How much do you trust this provider, from 1 to 5? 1 5 3.1/ 5 average score Score distribution (%) 1 2 3 4 5
How much do you trust this provider, from 1 to 5? (n = 589)
AnswerCountPercentage
181.4%
211719.9%
327146.0%
416828.5%
5254.2%
Mean3.1
Median3.0
Standard deviation0.8

How to read: mean 3.1, median 3, standard deviation 0.8. 11 people did not answer.

Question 17Yes / no

Was your complaint dealt with?

n = 122 respondents

Share this figure
Was your complaint dealt with? 42% yes Yes 42% No 58%
Was your complaint dealt with? (n = 122)
AnswerCountPercentage
Yes5141.8%
No7158.2%

How to read: 58% of respondents answered “No”. 478 people did not answer.

Question 180 to 10 score

Would you recommend this provider to a friend, from 0 to 10?

n = 589 respondents

Share this figure
Would you recommend this provider to a friend, from 0 to 10? 0 10 5.9/ 10 average score Score distribution (%) 0 1 2 3 4 5 6 7 8 9 10 Detractors (0 to 6) 60% Passives (7 and 8) 26% Promoters (9 and 10) 14% NPS: -46
Would you recommend this provider to a friend, from 0 to 10? (n = 589)
AnswerCountPercentage
081.4%
1132.2%
2223.7%
3447.5%
4569.5%
510818.3%
610317.5%
78314.1%
86911.7%
9467.8%
10376.3%
Mean5.9
Median6.0
Standard deviation2.3
NPS-46.0

How to read: average score of 5.9 out of 10; 14% promoters (9 or 10) and 60% detractors (0 to 6). 11 people did not answer.

Question 19Yes / no

Do you use a Mobile Money service?

n = 600 respondents

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Do you use a Mobile Money service? 85% yes Yes 85% No 15%
Do you use a Mobile Money service? (n = 600)
AnswerCountPercentage
Yes51085.0%
No9015.0%

How to read: 85% of respondents answered “Yes”.

Question 20Single choice

Which Mobile Money service do you use the most?

n = 510 respondents

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Which Mobile Money service do you use the most? 0% 10% 20% 30% 40% 50% Orange Money 46% Moov Money 28% Wave 26%
Which Mobile Money service do you use the most? (n = 510)
AnswerCountPercentage
Orange Money23445.9%
Moov Money14328.0%
Wave13326.1%

How to read: 46% of respondents answered “Orange Money”. 90 people did not answer.

Question 21Numeric scale

Overall, how satisfied are you with this service, from 0 to 10?

n = 510 respondents

Share this figure
Overall, how satisfied are you with this service, from 0 to 10? 0 10 6.8/ 10 average score Score distribution (%) 0 1 2 3 4 5 6 7 8 9 10
Overall, how satisfied are you with this service, from 0 to 10? (n = 510)
AnswerCountPercentage
000.0%
110.2%
240.8%
3183.5%
4418.0%
57314.3%
69618.8%
79919.4%
87414.5%
95210.2%
105210.2%
Mean6.8
Median7.0
Standard deviation1.9

How to read: mean 6.8, median 7, standard deviation 1.9. 90 people did not answer.

Question 22Numeric scale

How much do you trust this provider, from 1 to 5?

n = 510 respondents

Share this figure
How much do you trust this provider, from 1 to 5? 1 5 3.6/ 5 average score Score distribution (%) 1 2 3 4 5
How much do you trust this provider, from 1 to 5? (n = 510)
AnswerCountPercentage
100.0%
2458.8%
319237.6%
421341.8%
56011.8%
Mean3.6
Median4.0
Standard deviation0.8

How to read: mean 3.6, median 4, standard deviation 0.8. 90 people did not answer.

Question 23Yes / no

Was your complaint dealt with?

n = 71 respondents

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Was your complaint dealt with? 61% yes Yes 61% No 39%
Was your complaint dealt with? (n = 71)
AnswerCountPercentage
Yes4360.6%
No2839.4%

How to read: 61% of respondents answered “Yes”. 529 people did not answer.

Question 240 to 10 score

Would you recommend this provider to a friend, from 0 to 10?

n = 510 respondents

Share this figure
Would you recommend this provider to a friend, from 0 to 10? 0 10 6.7/ 10 average score Score distribution (%) 0 1 2 3 4 5 6 7 8 9 10 Detractors (0 to 6) 44% Passives (7 and 8) 31% Promoters (9 and 10) 25% NPS: -19
Would you recommend this provider to a friend, from 0 to 10? (n = 510)
AnswerCountPercentage
000.0%
140.8%
2142.7%
3285.5%
4428.2%
56713.1%
66913.5%
78516.7%
87514.7%
96212.2%
106412.5%
Mean6.7
Median7.0
Standard deviation2.2
NPS-19.2

How to read: average score of 6.7 out of 10; 25% promoters (9 or 10) and 44% detractors (0 to 6). 90 people did not answer.

Question 25Yes / no

Do you have a bank account?

n = 600 respondents

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Do you have a bank account? 37% yes Yes 37% No 63%
Do you have a bank account? (n = 600)
AnswerCountPercentage
Yes22036.7%
No38063.3%

How to read: 63% of respondents answered “No”.

Question 26Single choice

What is your main bank?

n = 220 respondents

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What is your main bank? 0% 10% 20% 30% 40% Coris Bank 34% Ecobank 27% UBA 25% BOA 14%
What is your main bank? (n = 220)
AnswerCountPercentage
Coris Bank7433.6%
Ecobank5926.8%
UBA5525.0%
BOA3214.5%

How to read: 34% of respondents answered “Coris Bank”. 380 people did not answer.

Question 27Numeric scale

Overall, how satisfied are you with this service, from 0 to 10?

n = 220 respondents

Share this figure
Overall, how satisfied are you with this service, from 0 to 10? 0 10 6.4/ 10 average score Score distribution (%) 0 1 2 3 4 5 6 7 8 9 10
Overall, how satisfied are you with this service, from 0 to 10? (n = 220)
AnswerCountPercentage
000.0%
110.5%
231.4%
3104.5%
4219.5%
53013.6%
64620.9%
74620.9%
83415.5%
9188.2%
10115.0%
Mean6.4
Median6.0
Standard deviation1.9

How to read: mean 6.4, median 6, standard deviation 1.9. 380 people did not answer.

Question 28Numeric scale

How much do you trust this provider, from 1 to 5?

n = 220 respondents

Share this figure
How much do you trust this provider, from 1 to 5? 1 5 3.3/ 5 average score Score distribution (%) 1 2 3 4 5
How much do you trust this provider, from 1 to 5? (n = 220)
AnswerCountPercentage
141.8%
23817.3%
38639.1%
46931.4%
52310.5%
Mean3.3
Median3.0
Standard deviation0.9

How to read: mean 3.3, median 3, standard deviation 0.9. 380 people did not answer.

Question 29Yes / no

Was your complaint dealt with?

n = 39 respondents

Share this figure
Was your complaint dealt with? 49% yes Yes 49% No 51%
Was your complaint dealt with? (n = 39)
AnswerCountPercentage
Yes1948.7%
No2051.3%

How to read: 51% of respondents answered “No”. 561 people did not answer.

Question 300 to 10 score

Would you recommend this provider to a friend, from 0 to 10?

n = 220 respondents

Share this figure
Would you recommend this provider to a friend, from 0 to 10? 0 10 6.3/ 10 average score Score distribution (%) 0 1 2 3 4 5 6 7 8 9 10 Detractors (0 to 6) 53% Passives (7 and 8) 28% Promoters (9 and 10) 19% NPS: -34
Would you recommend this provider to a friend, from 0 to 10? (n = 220)
AnswerCountPercentage
020.9%
110.5%
262.7%
3198.6%
4198.6%
53114.1%
63917.7%
74018.2%
8219.5%
9188.2%
102410.9%
Mean6.3
Median6.0
Standard deviation2.3
NPS-34.1

How to read: average score of 6.3 out of 10; 19% promoters (9 or 10) and 53% detractors (0 to 6). 380 people did not answer.

Question 31Yes / no

Have you visited a public health facility in the last three months?

n = 600 respondents

Share this figure
Have you visited a public health facility in the last three months? 50% yes Yes 50% No 50%
Have you visited a public health facility in the last three months? (n = 600)
AnswerCountPercentage
Yes30150.2%
No29949.8%

How to read: 50% of respondents answered “Yes”.

Question 32Single choice

Which facility did you visit?

n = 301 respondents

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Which facility did you visit? 0% 20% 40% 60% CHU Yalgado Ouédraogo 66% CMA du secteur 30 34%
Which facility did you visit? (n = 301)
AnswerCountPercentage
CHU Yalgado Ouédraogo19966.1%
CMA du secteur 3010233.9%

How to read: 66% of respondents answered “CHU Yalgado Ouédraogo”. 299 people did not answer.

Question 33Numeric scale

Overall, how satisfied are you with this service, from 0 to 10?

n = 301 respondents

Share this figure
Overall, how satisfied are you with this service, from 0 to 10? 0 10 5.2/ 10 average score Score distribution (%) 0 1 2 3 4 5 6 7 8 9 10
Overall, how satisfied are you with this service, from 0 to 10? (n = 301)
AnswerCountPercentage
031.0%
131.0%
2196.3%
34214.0%
44515.0%
54515.0%
66922.9%
74113.6%
8186.0%
9103.3%
1062.0%
Mean5.2
Median5.0
Standard deviation2.0

How to read: mean 5.2, median 5, standard deviation 2.0. 299 people did not answer.

Question 34Numeric scale

How much do you trust this provider, from 1 to 5?

n = 301 respondents

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How much do you trust this provider, from 1 to 5? 1 5 2.9/ 5 average score Score distribution (%) 1 2 3 4 5
How much do you trust this provider, from 1 to 5? (n = 301)
AnswerCountPercentage
1134.3%
28829.2%
313143.5%
46320.9%
562.0%
Mean2.9
Median3.0
Standard deviation0.9

How to read: mean 2.9, median 3, standard deviation 0.9. 299 people did not answer.

Question 35Yes / no

Was your complaint dealt with?

n = 39 respondents

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Was your complaint dealt with? 21% yes Yes 21% No 79%
Was your complaint dealt with? (n = 39)
AnswerCountPercentage
Yes820.5%
No3179.5%

How to read: 79% of respondents answered “No”. 561 people did not answer.

Question 360 to 10 score

Would you recommend this provider to a friend, from 0 to 10?

n = 301 respondents

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Would you recommend this provider to a friend, from 0 to 10? 0 10 5.5/ 10 average score Score distribution (%) 0 1 2 3 4 5 6 7 8 9 10 Detractors (0 to 6) 67% Passives (7 and 8) 23% Promoters (9 and 10) 10% NPS: -57
Would you recommend this provider to a friend, from 0 to 10? (n = 301)
AnswerCountPercentage
051.7%
182.7%
2227.3%
3299.6%
43411.3%
55618.6%
64715.6%
73812.6%
83110.3%
9206.6%
10113.7%
Mean5.5
Median5.0
Standard deviation2.3
NPS-56.5

How to read: average score of 5.5 out of 10; 10% promoters (9 or 10) and 67% detractors (0 to 6). 299 people did not answer.

Question 37Yes / no

Have you used public transport in the last three months?

n = 600 respondents

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Have you used public transport in the last three months? 48% yes Yes 48% No 52%
Have you used public transport in the last three months? (n = 600)
AnswerCountPercentage
Yes28747.8%
No31352.2%

How to read: 52% of respondents answered “No”.

Question 38Single choice

Which transport did you use the most?

n = 287 respondents

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Which transport did you use the most? 0% 20% 40% 60% SOTRACO 62% Cars interurbains 38%
Which transport did you use the most? (n = 287)
AnswerCountPercentage
SOTRACO17862.0%
Cars interurbains10938.0%

How to read: 62% of respondents answered “SOTRACO”. 313 people did not answer.

Question 39Numeric scale

Overall, how satisfied are you with this service, from 0 to 10?

n = 287 respondents

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Overall, how satisfied are you with this service, from 0 to 10? 0 10 5.8/ 10 average score Score distribution (%) 0 1 2 3 4 5 6 7 8 9 10
Overall, how satisfied are you with this service, from 0 to 10? (n = 287)
AnswerCountPercentage
000.0%
110.3%
2103.5%
3186.3%
44415.3%
55318.5%
66422.3%
74917.1%
8227.7%
9124.2%
10144.9%
Mean5.8
Median6.0
Standard deviation1.9

How to read: mean 5.8, median 6, standard deviation 1.9. 313 people did not answer.

Question 40Numeric scale

How much do you trust this provider, from 1 to 5?

n = 287 respondents

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How much do you trust this provider, from 1 to 5? 1 5 3.1/ 5 average score Score distribution (%) 1 2 3 4 5
How much do you trust this provider, from 1 to 5? (n = 287)
AnswerCountPercentage
120.7%
26924.0%
313446.7%
47124.7%
5113.8%
Mean3.1
Median3.0
Standard deviation0.8

How to read: mean 3.1, median 3, standard deviation 0.8. 313 people did not answer.

Question 41Yes / no

Was your complaint dealt with?

n = 19 respondents

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Was your complaint dealt with? 32% yes Yes 32% No 68%
Was your complaint dealt with? (n = 19)
AnswerCountPercentage
Yes631.6%
No1368.4%

How to read: 68% of respondents answered “No”. 581 people did not answer.

Question 420 to 10 score

Would you recommend this provider to a friend, from 0 to 10?

n = 287 respondents

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Would you recommend this provider to a friend, from 0 to 10? 0 10 5.7/ 10 average score Score distribution (%) 0 1 2 3 4 5 6 7 8 9 10 Detractors (0 to 6) 66% Passives (7 and 8) 22% Promoters (9 and 10) 12% NPS: -54
Would you recommend this provider to a friend, from 0 to 10? (n = 287)
AnswerCountPercentage
051.7%
162.1%
2103.5%
3217.3%
43612.5%
54716.4%
66422.3%
74013.9%
8238.0%
9227.7%
10134.5%
Mean5.7
Median6.0
Standard deviation2.2
NPS-53.7

How to read: average score of 5.7 out of 10; 12% promoters (9 or 10) and 66% detractors (0 to 6). 313 people did not answer.

Question 43Respondent profile

Gender

n = 600 respondents

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Gender 0% 10% 20% 30% 40% 50% 60% Female 45% Male 53% Prefer not to say 2%
Gender (n = 600)
AnswerCountPercentage
Female27045.0%
Male32053.3%
Prefer not to say101.7%

How to read: 53% of respondents answered “Male”.

Question 44Respondent profile

Age range

n = 600 respondents

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Age range 0% 10% 20% 30% 40% 18-24 25% 25-34 37% 35-44 22% 45-54 9% 55 and over 7%
Age range (n = 600)
AnswerCountPercentage
18-2414724.5%
25-3422337.2%
35-4413322.2%
45-54549.0%
55 and over437.2%

How to read: 37% of respondents answered “25-34”.

Question 45Respondent profile

Region

n = 600 respondents

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Region 0% 10% 20% 30% 40% 50% 60% Centre (Ouagadougou) 52% Hauts-Bassins(Bobo-Dioulasso) 21% Other region 27%
Region (n = 600)
AnswerCountPercentage
Centre (Ouagadougou)30951.5%
Hauts-Bassins (Bobo-Dioulasso)12721.2%
Other region16427.3%

How to read: 52% of respondents answered “Centre (Ouagadougou)”.

Question 46Respondent profile

Employment status

n = 600 respondents

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Employment status 0% 10% 20% 30% 40% Employee 32% Self-employed / trader 32% Student 22% Unemployed 10% Retired 4%
Employment status (n = 600)
AnswerCountPercentage
Employee19031.7%
Self-employed / trader19232.0%
Student13222.0%
Unemployed6110.2%
Retired254.2%

How to read: 32% of respondents answered “Self-employed / trader”.

Editorial summary

Key takeaways

Main findings

First wave of the quarterly essential services barometer: satisfaction, trust, complaints and recommendation, with a trust score out of 100 for each operator with at least 30 respondents.

  1. Leading their sector: Orange Burkina (Télécoms, 52,0/100); Wave (Mobile Money, 69,1/100); Coris Bank (Banques, 59,7/100); CMA du secteur 30 (Santé, 49,8/100); Cars interurbains (Transports, 49,6/100).
  2. Public health and electricity get the lowest trust scores.
  3. Fewer than half of the complaints filed are reported as dealt with in several sectors.
What next? Wave 2: fieldwork from 1 January 2027.

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PDF summary

Key figures, charts, full methodology and limitations.

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Aggregated data

Counts and percentages per question and answer. No individual responses.

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Cite these results

Consom’Action (2026). Essential services barometer, wave 1 Consomètre, final results, n = 600, 6 July 2026 – 27 September 2026. dev.consomaction.bf/en/resultats/barometre-services-essentiels-vague-1