Final results Banks and Mobile Money Published on 9 September 2025

Mobile Money barometer, wave 1

180 people answered this survey. Fee clarity, satisfaction and complaints among Mobile Money users.

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Respondents n = 180

completed questionnaires

Agree 15 %

agree or strongly agree

Average score 3.0/5

on a scale from 1 to 5

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 = 180 completed questionnaires, collected from 21 July 2025 to 20 August 2025.
Data collection: Online questionnaire on mobile phones, in French, 3 questions, median duration 3 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 9 September 2025.

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.

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

n = 180

Mean2.3 [2.1 – 2.4]
Top 215.0 % [9.8 – 20.2]
Strongly disagree31.7 % [24.9 – 38.5]
Disagree27.8 % [21.2 – 34.3]
Neutral25.6 % [19.2 – 31.9]
Agree11.1 % [6.5 – 15.7]
Strongly agree3.9 % [1.1 – 6.7]

Overall, are you satisfied with your Mobile Money service?

n = 180

Mean3.0 [2.9 – 3.2]
Top 237.8 % [30.7 – 44.9]
Very dissatisfied11.7 % [7.0 – 16.4]
Dissatisfied24.4 % [18.2 – 30.7]
Neutral26.1 % [19.7 – 32.5]
Satisfied25.6 % [19.2 – 31.9]
Very satisfied12.2 % [7.4 – 17.0]

Have you ever filed a complaint with your operator?

n = 180

Yes15.0 % [9.8 – 20.2]
No85.0 % [79.8 – 90.2]

Detailed results

Question by question

Question 1Agreement scale

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

n = 180 respondents

“I know the exact fee before confirming a transaction.” (n = 180)
Answer	Count	Percentage
Strongly disagree	57	31.7%
Disagree	50	27.8%
Neutral	46	25.6%
Agree	20	11.1%
Strongly agree	7	3.9%
Mean	2.3
Median	2.0
Standard deviation	1.1
Two most favourable answers (%)	15.0

How to read: 15% of respondents chose “strongly agree” or “agree”.

Question 2Satisfaction scale

Overall, are you satisfied with your Mobile Money service?

n = 180 respondents

Overall, are you satisfied with your Mobile Money service? (n = 180)
Answer	Count	Percentage
Very dissatisfied	21	11.7%
Dissatisfied	44	24.4%
Neutral	47	26.1%
Satisfied	46	25.6%
Very satisfied	22	12.2%
Mean	3.0
Median	3.0
Standard deviation	1.2
Two most favourable answers (%)	37.8

How to read: 38% of respondents chose “very satisfied” or “satisfied”.

Question 3Yes / no

Have you ever filed a complaint with your operator?

n = 180 respondents

How to read: 85% of respondents answered “No”.

Editorial summary

Key takeaways

Main findings

Wave of the six-monthly Mobile Money barometer: fee clarity, satisfaction and complaints.

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Reuse these results

PDF summary

Key figures, charts, full methodology and limitations.

PDF · printable version · 3 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 (2025). Mobile Money barometer, wave 1 Consomètre, final results, n = 180, 21 July 2025 – 20 August 2025. dev.consomaction.bf/en/resultats/mobile-money-vague-1

Have you ever filed a complaint with your operator? (n = 180)
Answer	Count	Percentage
Yes	27	15.0%
No	153	85.0%