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Results of the 2021 Afnic customer satisfaction survey

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06/01/2021

The 2021 survey conducted by Afnic to get feedback from its Registrar clients praised the quality of its infrastructure and services, its customer relations, as well as its prices and its dispute resolution procedure.

  • 97% of registrars are generally satisfied with Afnic’s services and 96% would recommend Afnic for its products and services
  • Afnic’s technical support received a satisfaction rating of 100% for the processing of requests (+5 points) and the quality of the responses provided (+9 points) in the event of technical difficulties
  • 100% of customers are also satisfied with their commercial relations with Afnic for support and follow-up (+2 points), online invoices (+3 points) and online payment (+2 points)
  • With regard to domain name management and Afnic infrastructures, 98% of registrars are satisfied with its registration interface (+2 points)

The management of disputes between domain name holders and rights holders was rated highly by 93% of respondents for the clarity of the responses provided (+8 points) while 90% appreciated the level of information required to manage disputes (+5 points)

98% of registrars consider Afnic’s customer service (+2 points) and prices (+6 points) better than that of the .com registry, while its registration system satisfied 95% of respondents (+2 points) and its assistance in commercial operations to promote the .fr TLD 96% (+5 points).

100% of registrars consider that Afnic is a trustworthy registry (+3 points), 98% that it listens to its customers (+6 points), 97% that it is effective (+1 point), and 92% that it is innovative.

The survey was run online from 29 March to 23 April 2021 by the MV2 institute. Afnic would like to thank the registrars for their responses which help better evaluate its performance and ensure further advances in the quality and nature of the services provided.

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, donates 90% of its profits to its 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 80 employees.

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, donates 90% of its profits to its 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 80 employees.