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AFNIC customer satisfaction survey: The registrars are satisfied with the services of the .fr registry

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03/31/2010

Methodology
This survey was conducted by ABC Marketing. It was carried out in two stages -in February and March 2009- using an anonymous online questionnaire sent to registrars in France and abroad, which manage at least 100 .fr domains.
The answers have enabled an assessment of the performance of AFNIC before and after the switch to EPP on March 30th, 2009, as well as an identification of the possible improvements in the coming months.
The results of the survey
Representative

Almost 92 registrars took part, so 80% of .fr domains managed.

The registrars are generally satisfied: 7.1/10 (+0.4 point compared to February 2009)

98% satisfaction (compared to 77% in February 2009);
2% not really satisfied (compared to 23% in February 2009).

The main strong points perceived by the registrars are relations with the registry, procedures available and registration interface.
Amongst the points to improve are a more concerted effort to promote .fr, better management of requests from registrars and a more even Customer Support system. Actions have been planned to rapidly improve on these points.
Most participating registrars have mentioned that they want AFNIC to continue developing reference documents and producing communications documents in two languages (French / English). Moreover, the registrars also expect the registry to further promote .fr to ultimate customers.

AFNIC wishes to thank all registrars who took part in this survey.

About AFNIC
(Association Française pour le Nommage Internet en Coopération )
Non-profit organization, AFNIC is in charge of the administrative and technical management of the .fr (France) and .re (Reunion Island) Internet domain names.
AFNIC brings together public and private members: representatives from the French government, Internet users and Internet Service Providers (Registrars).
Further information.