As it does every year, Afnic publishes the results of the satisfaction survey conducted among its distribution network. This feedback enables it to improve the quality or the nature of the services offered, and to adapt its actions to its customers’ needs and expectations.
The 2024 satisfaction rate is the highest recorded for five years, with 99% of registrar clients “satisfied”, and of which 72% “very satisfied”, with the products and services provided by Afnic.
More generally, the survey shows improved results for 2024 in numerous areas:
- 98% of respondents say they would recommend Afnic (+7 points vs. 2023)
- The quality of the infrastructure for managing domain names was praised, and the level of satisfaction with the technical services was over 95% (+3 points vs. 2023)
As a reminder, in October 2022 Afnic migrated all its registration and domain name management services to its new infrastructure in order to offer its registrar clients the best standards of performance and security.
- Exchanges with the customer service department were judged highly satisfactory in all aspects covered in the survey (understanding of the request, responses given, availability, turnaround times, etc.) and the quality of customer relations scored 100%
- Respondents rated the arrangements for handling disputes between domain name holders and rights holders highly as regards the time taken (95% satisfaction, +7 points vs. 2023) and the level of information provided (97% satisfaction, +7 points)
- 100% of the registrars expressed their satisfaction with the additional products and services offered by Afnic (DNSSEC, .FR Rush, .FR Lock, Open data, etc.)
As regards image and perception, the registrars were almost unanimous in their acknowledgement of Afnic as an organisation that is professional (99%), effective (99%), trustworthy (99%) and innovative (94%).
The association is also recognised as responsible in relation to social and environmental matters (99%), and for its commitment to the digital transformation of VSEs/SMEs (100%) and digital solidarity (99%).
Finally, compared to the .com registry, most of the distribution network considered Afnic’s price positioning, customer service and ability to support them in their sales efforts to be of better quality. Afnic’s registration system also scored four points more than that of its rival.
The survey was conducted by the MV2 institute between 15 May and 17 June 2024.
About Afnic
Afnic is the acronym for Association Française pour le Nommage Internet en Coopération, the French Network Information Centre. The registry has been appointed by the French government to manage domain names under the .fr Top Level Domain. Afnic also manages the .re (Reunion Island), .pm (Saint-Pierre and Miquelon), .tf (French Southern and Antarctic Territories), .wf (Wallis and Futuna) and .yt (Mayotte) French Overseas TLDs.
In addition to managing French TLDs, Afnic’s role is part of a wider public interest mission, which is to contribute on a daily basis, thanks to the efforts of its teams and its members, to a secure and stable internet, open to innovation and in which the French internet community plays a leading role. As part of that mission, Afnic, a non-profit organization, has committed to devoting 11% of its Revenues from managing .fr Top Level Domain to actions of general interest, in particular by transferring €1.3 million each year to the Afnic Foundation for Digital Solidarity.
Afnic is also the back-end registry for the companies as well as local and regional authorities that have chosen to have their own TLD, such as .paris, .bzh, .alsace, .corsica, .mma, .ovh, .leclerc and .sncf.
Established in 1997 and based in Saint-Quentin-en-Yvelines, Afnic currently has nearly 90 employees.
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