Final results Banks and Mobile Money Published on 8 March 2026

Mobile Money barometer, wave 2

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

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Respondents n = 240

completed questionnaires

Agree 22 %

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 = 240 completed questionnaires, collected from 17 January 2026 to 16 February 2026.
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 8 March 2026.

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 = 240

Mean2.5 [2.3 – 2.6]
Top 221.7 % [16.5 – 26.9]
Strongly disagree29.6 % [23.8 – 35.4]
Disagree25.0 % [19.5 – 30.5]
Neutral23.8 % [18.4 – 29.1]
Agree12.9 % [8.7 – 17.2]
Strongly agree8.8 % [5.2 – 12.3]

Overall, are you satisfied with your Mobile Money service?

n = 240

Mean3.0 [2.8 – 3.1]
Top 234.6 % [28.6 – 40.6]
Very dissatisfied12.5 % [8.3 – 16.7]
Dissatisfied22.9 % [17.6 – 28.2]
Neutral30.0 % [24.2 – 35.8]
Satisfied25.4 % [19.9 – 30.9]
Very satisfied9.2 % [5.5 – 12.8]

Have you ever filed a complaint with your operator?

n = 240

Yes24.2 % [18.8 – 29.6]
No75.8 % [70.4 – 81.2]

Detailed results

Question by question

Question 1Agreement scale

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

n = 240 respondents

“I know the exact fee before confirming a transaction.” (n = 240)
Answer	Count	Percentage
Strongly disagree	71	29.6%
Disagree	60	25.0%
Neutral	57	23.8%
Agree	31	12.9%
Strongly agree	21	8.8%
Mean	2.5
Median	2.0
Standard deviation	1.3
Two most favourable answers (%)	21.7

How to read: 22% of respondents chose “strongly agree” or “agree”.

Question 2Satisfaction scale

Overall, are you satisfied with your Mobile Money service?

n = 240 respondents

Overall, are you satisfied with your Mobile Money service? (n = 240)
Answer	Count	Percentage
Very dissatisfied	30	12.5%
Dissatisfied	55	22.9%
Neutral	72	30.0%
Satisfied	61	25.4%
Very satisfied	22	9.2%
Mean	3.0
Median	3.0
Standard deviation	1.2
Two most favourable answers (%)	34.6

How to read: 35% of respondents chose “very satisfied” or “satisfied”.

Question 3Yes / no

Have you ever filed a complaint with your operator?

n = 240 respondents

How to read: 76% 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 (2026). Mobile Money barometer, wave 2 Consomètre, final results, n = 240, 17 January 2026 – 16 February 2026. dev.consomaction.bf/en/resultats/mobile-money-vague-2

Have you ever filed a complaint with your operator? (n = 240)
Answer	Count	Percentage
Yes	58	24.2%
No	182	75.8%