AFNIC Satisfaction Survey: Registrars still satisfied with the services of the .fr Registry

Methodology
Following on from the first survey of the Quality of Service rendered to registrars in 2009, AFNIC renewed the initiative at year-end 2010 as part of a continuous improvement process for its indicators.

Carried out with the ABC Marketing company, the survey polled French and foreign registrars managing at least 90 .fr domain names, using an on-line questionnaire.

The answers were used to assess the performance of AFNIC in 2010, but also to identify areas for improvement in the coming months.

Survey results

Good representativeness

109 registrars participated in the 2010 survey, i.e. 80% of the .fr domain names managed.

Satisfaction generally good and stable at 6.8/10*

95% of the respondents were satisfied (against 98% in December 2009) and 9% were very satisfied (against 6% in December 2009)
5% of the respondents were not very satisfied (against 2% in December 2009)

Major AFNIC strengths highlighted by the registrars included:

the technical management of the registry,
transparency about events related to the registration system,
Overall support

Areas identified for improvement included:

the promotion of the .fr TLD
continuing to improve the procedures for the integration of requests from registrars,
the management of manual operations [requests for AFNIC administrative operations (DOA)]

A new feature of the 2010 survey was that participants were able to identify a set of terms reflecting their vision of the service provided by AFNIC. It showed that 75% of the terms mentioned by the respondents were positive, such as “efficiency”, “speed”, and “professionalism”.
In response to these expectations, AFNIC intends to carry out a series of actions in 2011 resulting in:

the appointment of account managers to assist the registrars in their day-to-day work with the registry,
the launch of the new website,
greater efforts to improve AFNIC support by e-mail.

Direct contacts will also be made with the respondents who wished to be called back after the survey (40% of the participants wanted to lift their anonymity).
AFNIC would like to take this opportunity to thank the registrars who participated in the survey.
*In 2010, the weighting between the different levels of satisfaction was modified in order to integrate a new type of methodology. After adjusting the 2010 figures to the 2009 scale, we obtain an overall satisfaction rating of 7.1, equivalent to the previous year.

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.