2024 customer satisfaction survey: notable improvement of results

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.