Summary
This report presents a study on the risks associated with digital financial services (DFS) among mobile money users in Senegal. Conducted by CGAP in partnership with the Observatory of the Quality of Financial Services (OQSF-SN) and Innovations for Poverty Action (IPA), the study aims to understand user experiences, challenges, and opportunities for improving consumer protection in the DFS ecosystem. The research involved a quantitative survey of 1,517 mobile money users, revealing that 95% of respondents experienced at least one challenge with DFS, including issues like fraud attempts and poor network connectivity. The report details the demographic profile of users, highlighting that the majority are young, urban males with low monthly incomes. It also discusses the role of agents in assisting users and the gender disparities in DFS usage and challenges faced. The findings provide insights into the current state of DFS in Senegal and the need for enhanced consumer protection measures.
