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Final results Banks and Mobile Money Published on 30 August 2026

Mobile Money: are fees clear to users?

300 people answered this survey. Transfers, withdrawals, payments: fee transparency and customer service of Mobile Money operators.

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Respondents n = 300

completed questionnaires

Centre 57%Hauts-Bassins 21%Others 22%
Agree 34 %

agree or strongly agree

Average score 4.8/10

on a scale from 0 to 10

Methodology

Final results
Population
People aged 18 and over living in Burkina Faso and using at least one Mobile Money service.
Recruitment
Link shared on Consom’Action’s Facebook page and in community WhatsApp groups. Voluntary participation, no incentive.
Sample and period
n = 300 completed questionnaires, collected from 6 July 2026 to 14 August 2026.
Data collection
Online questionnaire on mobile phones, in French, 11 questions, median duration 7 min. Raw, unweighted results rounded to the nearest unit.
Limitations
This sample is not representative of all Mobile Money users: people without internet access, older people and rural residents are under-represented. Figures describe respondents only.

Status: final results, validated by Consom’Action’s methodology committee on 30 August 2026.

Certifiable method

Study pre-registered on 3 July 2026 · Protocol CA-PROTO-2026-001

Validated by the scientific committee — 2 favourable opinions, no unfavourable opinion. · The committee

Raw results: each respondent counts as one.

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.

You are…

n = 300

  • Female44.7 % [39.0 – 50.3]
  • Male52.0 % [46.3 – 57.7]
  • Prefer not to say3.3 % [1.3 – 5.4]

How old are you?

n = 300

  • 18-2421.0 % [16.4 – 25.6]
  • 25-3436.7 % [31.2 – 42.1]
  • 35-4422.7 % [17.9 – 27.4]
  • 45-5411.3 % [7.7 – 14.9]
  • 55 and over8.3 % [5.2 – 11.5]

Which region do you live in?

n = 300

  • Centre (Ouagadougou)56.3 % [50.7 – 61.9]
  • Hauts-Bassins (Bobo-Dioulasso)21.3 % [16.7 – 26.0]
  • Other region22.3 % [17.6 – 27.0]

Which Mobile Money service do you use the most?

n = 300

  • Orange Money45.7 % [40.0 – 51.3]
  • Moov Money22.3 % [17.6 – 27.0]
  • Wave19.7 % [15.2 – 24.2]
  • Coris Money6.0 % [3.3 – 8.7]
  • Sank Money2.3 % [0.6 – 4.0]
  • Other4.0 % [1.8 – 6.2]

“I know the exact fee before confirming a transaction.”

n = 300

  • Mean2.9 [2.8 – 3.1]
  • Top 234.3 % [29.0 – 39.7]
  • Strongly disagree10.7 % [7.2 – 14.2]
  • Disagree28.0 % [22.9 – 33.1]
  • Neutral27.0 % [22.0 – 32.0]
  • Agree26.3 % [21.3 – 31.3]
  • Strongly agree8.0 % [4.9 – 11.1]

Overall, are you satisfied with your Mobile Money service?

n = 300

  • Mean2.9 [2.8 – 3.1]
  • Top 235.7 % [30.2 – 41.1]
  • Very dissatisfied10.3 % [6.9 – 13.8]
  • Dissatisfied29.0 % [23.9 – 34.1]
  • Neutral25.0 % [20.1 – 29.9]
  • Satisfied28.0 % [22.9 – 33.1]
  • Very satisfied7.7 % [4.7 – 10.7]

How often do you make transactions?

n = 300

  • Every day32.0 % [26.7 – 37.3]
  • At least once a week36.0 % [30.6 – 41.4]
  • At least once a month23.0 % [18.2 – 27.8]
  • Less often9.0 % [5.8 – 12.2]

Would you recommend this service to someone close to you?

n = 300

  • NPS-63.0 [-69.7 – -56.3]
  • Mean4.8 [4.5 – 5.0]

Over the last 6 months, have you experienced any of these problems?

n = 300

  • Failed or blocked transfer37.3 % [31.9 – 42.8]
  • Undisclosed fees41.3 % [35.8 – 46.9]
  • Scam or fraud attempt32.7 % [27.4 – 38.0]
  • Service unavailable (network)43.3 % [37.7 – 48.9]
  • Customer service unreachable28.3 % [23.2 – 33.4]
  • No problem8.3 % [5.2 – 11.5]

Have you ever filed a complaint with your operator?

n = 300

  • Yes24.7 % [19.8 – 29.5]
  • No75.3 % [70.5 – 80.2]
How we weight
Online respondents do not exactly match the population: they are younger and more urban. We give each respondent a weight so that the breakdown by gender, age and region matches the census (INSD), using an iterative method called raking. Weights are capped between 0.3 and 3 so that no respondent counts too much. Weighting corrects some biases, not all: it does not make a self-selected sample representative. Our method

Detailed results

Question by question

Question 1Respondent profile

You are…

n = 300 respondents

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You are… 45% female Female 45% Male 52% Prefer not to say 3%
You are… (n = 300)
AnswerCountPercentage
Female13444.7%
Male15652.0%
Prefer not to say103.3%

How to read: 52% of respondents answered “Male”.

Question 2Respondent profile

How old are you?

n = 300 respondents

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How old are you? 0% 10% 20% 30% 40% 21% 18-24 37% 25-34 23% 35-44 11% 45-54 8% 55 and over
How old are you? (n = 300)
AnswerCountPercentage
18-246321.0%
25-3411036.7%
35-446822.7%
45-543411.3%
55 and over258.3%

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

Question 3Respondent profile

Which region do you live in?

n = 300 respondents

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Which region do you live in? 0% 10% 20% 30% 40% 50% 60% Centre (Ouagadougou) 56% Hauts-Bassins(Bobo-Dioulasso) 22% Other region 22%
Which region do you live in? (n = 300)
AnswerCountPercentage
Centre (Ouagadougou)16956.3%
Hauts-Bassins (Bobo-Dioulasso)6421.3%
Other region6722.3%

How to read: 56% of respondents answered “Centre (Ouagadougou)”.

Question 4Single choice

Which Mobile Money service do you use the most?

n = 300 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 22% Wave 20% Coris Money 6% Sank Money 2% Other 4%
Which Mobile Money service do you use the most? (n = 300)
AnswerCountPercentage
Orange Money13745.7%
Moov Money6722.3%
Wave5919.7%
Coris Money186.0%
Sank Money72.3%
Other124.0%

How to read: 46% of respondents answered “Orange Money”.

Question 5Agreement scale

“I know the exact fee before confirming a transaction.”

n = 300 respondents

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“I know the exact fee before confirming a transaction.” Favourable answers 0% 25% 50% 75% 100% All respondents 11 28 27 26 8 34%
“I know the exact fee before confirming a transaction.” (n = 300)
AnswerCountPercentage
Strongly disagree3210.7%
Disagree8428.0%
Neutral8127.0%
Agree7926.3%
Strongly agree248.0%
Mean2.9
Median3.0
Standard deviation1.1
Two most favourable answers (%)34.3

How to read: 34% of respondents chose “strongly agree” or “agree”.

Question 6Satisfaction scale

Overall, are you satisfied with your Mobile Money service?

n = 300 respondents

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Overall, are you satisfied with your Mobile Money service? Favourable answers 0% 25% 50% 75% 100% All respondents 10 29 25 28 8 36%
Overall, are you satisfied with your Mobile Money service? (n = 300)
AnswerCountPercentage
Very dissatisfied3110.3%
Dissatisfied8729.0%
Neutral7525.0%
Satisfied8428.0%
Very satisfied237.7%
Mean2.9
Median3.0
Standard deviation1.1
Two most favourable answers (%)35.7

How to read: 36% of respondents chose “very satisfied” or “satisfied”.

Question 7Single choice

How often do you make transactions?

n = 300 respondents

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How often do you make transactions? 0% 10% 20% 30% 40% Every day 32% At least once a week 36% At least once a month 23% Less often 9%
How often do you make transactions? (n = 300)
AnswerCountPercentage
Every day9632.0%
At least once a week10836.0%
At least once a month6923.0%
Less often279.0%

How to read: 36% of respondents answered “At least once a week”.

Question 80 to 10 score

Would you recommend this service to someone close to you?

n = 300 respondents

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Would you recommend this service to someone close to you? 0 10 4.8/ 10 average score Score distribution (%) 0 1 2 3 4 5 6 7 8 9 10 Detractors (0 to 6) 69% Passives (7 and 8) 26% Promoters (9 and 10) 6% NPS: -63
Would you recommend this service to someone close to you? (n = 300)
AnswerCountPercentage
062.0%
1289.3%
23913.0%
33712.3%
43612.0%
53010.0%
63010.0%
73712.3%
84013.3%
9165.3%
1010.3%
Mean4.8
Median5.0
Standard deviation2.5
NPS-63.0

How to read: average score of 4.8 out of 10; 6% promoters (9 or 10) and 69% detractors (0 to 6).

Question 9Multiple choice

Over the last 6 months, have you experienced any of these problems?

n = 300 respondents

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Over the last 6 months, have you experienced any of these problems? 0% 10% 20% 30% 40% 50% Failed or blockedtransfer 37% Undisclosed fees 41% Scam or fraud attempt 33% Service unavailable(network) 43% Customer serviceunreachable 28% No problem 8%
Over the last 6 months, have you experienced any of these problems? (n = 300)
AnswerCountPercentage
Failed or blocked transfer11237.3%
Undisclosed fees12441.3%
Scam or fraud attempt9832.7%
Service unavailable (network)13043.3%
Customer service unreachable8528.3%
No problem258.3%
Several answers allowed: the total exceeds 100%.

How to read: 43% of respondents mentioned “Service unavailable (network)”. Several answers were allowed.

Question 10Yes / no

Have you ever filed a complaint with your operator?

n = 300 respondents

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Have you ever filed a complaint with your operator? 25% yes Yes 25% No 75%
Have you ever filed a complaint with your operator? (n = 300)
AnswerCountPercentage
Yes7424.7%
No22675.3%

How to read: 75% of respondents answered “No”.

Editorial summary

Key takeaways

Main findings

Mobile Money is part of respondents’ daily lives, but fee transparency remains the weak point of the service: many confirm a transaction without knowing its exact cost, and problems rarely lead to a formal complaint.

  1. Only 34% of respondents say they know the exact fee before confirming a transaction.
  2. The most frequent problem over the last 6 months: service outages (network), for 43% of respondents.
  3. Only 25% have ever filed a complaint with their operator.
  4. 36% are satisfied or very satisfied with their service, with an average recommendation score of 4.8/10.
  5. Orange Money remains the most used service (46%), ahead of Moov Money (22%) and Wave (20%).
What next? Consom’Action has shared these results with the regulator and the operators, and calls for fees to be displayed before every confirmation. The “Stop hidden fees” campaign continues.

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Reuse these results

PDF summary

Key figures, charts, full methodology and limitations.

PDF · printable version · 10 charts Download the PDF

Aggregated data

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

CSV · UTF-8 · open licence Download the CSV

Cite these results

Consom’Action (2026). Mobile Money: are fees clear to users? Consomètre, final results, n = 300, 6 July 2026 – 14 August 2026. dev.consomaction.bf/en/resultats/mobile-money-frais-confiance