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
o 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*
o 95% of the respondents were satisfied (against 98% in December 2009) and 9% were very satisfied (against 6% in December 2009)
o 5% of the respondents were not very satisfied (against 2% in December 2009)
- Major AFNIC strengths highlighted by the registrars included:
o the technical management of the registry,
o transparency about events related to the registration system,
o Overall support
- Areas identified for improvement included:
o the promotion of the .fr TLD
o continuing to improve the procedures for the integration of requests from registrars,
o 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.