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Finaliste du Top10 2020

INSIDE SATISWORLD’S MISSION TO AMPLIFY AFRICA’S CONSUMERS’ VOICES

Patrick Romaric Djondo, ABH 2022 Top 50 Hero and CEO of SATISWORLD SA (formerly SATIS FINTECH), shares an article with the story behind a company giving millions of African consumers a voice. From its early focus on microfinance institutions to becoming a trusted complaints management platform for banks, regulators, and financial ecosystems across the continent, SATISWORLD uses artificial intelligence, data science, and analytics to transform customer feedback into a driver of business growth. In this article, Patrick reflects on the company’s evolution, the challenges that nearly halted its journey, and the renewed pan-African vision shaping SATISWORLD’s next chapter.


SATISWORLD SA (formerly SATIS FINTECH) is specialized in customer complaints management platforms with web and mobile applications and analytics services using artificial intelligence, business intelligence, and data science capabilities. Overall, it gives consumers a voice and helps businesses and organizations transform complaints into opportunities to improve their products, processes, and services. By collecting and efficiently processing complaints and other customer feedback, our solutions enable financial institutions and businesses to go beyond customer satisfaction: we make complaints management a lever for business growth and development.

We initially targeted microfinance institutions in 2015, but the richness and robustness of our applications quickly became more attractive to banks. In 10 years, we have become the benchmark for complaints management in the financial sector: three bank holding companies (each operating in around ten countries) have adopted our solutions, and numerous commercial banks and decentralized financial systems (microfinance) use our applications in around fifteen African countries. More than 10 million financial services consumers in Africa are directly impacted by our solutions. We have also worked with the central banks of Ghana and Madagascar, as well as with observatories (Senegal, Burkina Faso), and microfinance associations (Rwanda, Benin), which creates an even greater impact for our solutions.

Our experience and expertise in the innovative design of systems specifically and effectively addressing complaints management in the financial sector, adapted to the context and realities of Africa and emerging countries, earned us three major recognitions in 2022:

  • Africa's Business Heroes Top 50, among 21,000 candidates from 54 countries. This distinction earned us participation in the experience-sharing visit to Hangzhou, China, at the ALIBABA Group headquarters in 2024.
  • IF50 - Inclusive Fintech Winner organized by ACCION and SFI.
  • Thanks to our financial services consumer protection management and supervision solutions, we were recognized by the AFI Inclusive Fintech Showcase 2022 as one of the 10 FinTechs and RegTechs that "are the world's most promising digital solutions that improve access, use, and quality of formal financial services for low-income populations in developing countries and emerging markets." The Alliance for Financial Inclusion (AFI) brings together central banks and regulators from 89 countries worldwide.
But the company's journey hasn't always been a success. The first solutions were designed and developed in 2015 as part of the consulting firm Djondo Management & Development, then SATIS FINTECH was created in 2018 to separate this new and different activity from consulting.

In 2022-2023, both companies experienced major difficulties that wiped out the firm and reduced SATIS FINTECH to its bare minimum. With determination, the company's various functions were reestablished, and today the company is conquering major markets and looking confidently into the future.


At SATISWORLD, we have adopted the idea that "The question is not where we come from. The question is how far we can go." And we can go far. We must go very far.

In March 2025, we became "SATISWORLD" to translate our vision of building a pan-African safety net for consumers and businesses, beyond the financial sector. The business model has been reviewed and adapted, and products and services to build a revolutionary ecosystem are currently being developed. Significant changes to the statutes and shareholding have been made to enable governance capable of carrying out this new vision. In terms of geographic expansion, a first subsidiary was opened in October 2025 in Congo to serve Central Africa.

Indeed, 400 million consumers in Africa experience dramatic social and financial consequences daily in their use of financial services. The development of Digital Financial Services increases the vulnerabilities of populations and constitutes a serious obstacle to financial inclusion in the absence of effective consumer protection systems, complaint management mechanisms at the provider level, and recourse avenues for consumers themselves.

SATISWORLD's managers and engineers work every day to overcome the many challenges that mark our journey. We strive profoundly and sustainably to revolutionize business in Africa by building a unique ecosystem connecting all consumers, Micro, Small, and Medium-sized Enterprises (MSMEs), banks, microfinance institutions (MFIs), FinTechs, and insurance companies to continuously improve customer experience and financial inclusion.

After a long career in consulting and training from 2008 to 2024, Patrick Romaric DJONDO worked in training engineering, market research, and customer satisfaction, and supported several organizations in strategic planning across some fifteen African countries.



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