Amazon customer service: number 1 in e-commerce in France according to BVA – France

The results of this study, which includes many advertisers, including direct competitors – ManoMano, Boulanger, Cdiscount, Fnac, AliExpress – highlight Amazon’s good performance in terms of customer relationship management.

Their results, which put Amazon at number one on several questions, confirm that customer obsession is built into Amazon’s DNA and the company’s desire to make its customer service a real asset. But also a service of excellence, thanks, in particular, to numerous tools and guidelines used in the daily management of the relationship with customers: the monitoring of performance indicators, measurement criteria, the desire to reduce the customer’s effort, the basic principles gives the customer experience and customer service teams trust and refer to.

Customer Experience Director Sam Bejnouni Terlier enthusiastically welcomes the results of this study: 🇧🇷 In addition to performance alone, the results of this study are the concrete expression of listening to our customers who work at all levels of Amazon and the work of Amazon teams in the continuous improvement of the customer experience. “. According to the BVA, these results are the result of Amazon’s desire to offer the best possible experience to its customers, of which 92% recommend its customer service: ” If the customer experience is an important issue for many companies, through this study, we see how this is true for Amazon, which manages not only to deliver successful customer experiences, but also, consequently, to strengthen its relationship with the customer. And that’s based, in part, on Amazon’s own customer service principles, which are to minimize the customer’s effort and want to solve their problem. 🇧🇷

Among the highlights of the study, it is worth noting:

  1. Amazon gets very good overall satisfaction from surveyed customers, with an average rating of 8.5 out of 10of which more than half of the interviewees (55%) saying they are “very satisfied”. This global classification, clearly superior to that of its competitors, thus consecrates its customer service to the service of excellence.

  2. Amazon is the company most recommended by its customers with NPS – Net Promoter Score (or Net Recommendation Score) is the percentage of customers who rate their likelihood of recommending a company to a friend or colleague with 9 or 10 (“promoters” ) minus the percentage rating that probability as a 6 or less (“detractors”) on a scale of 0 to 10 – the higher (+49), of which more than half of respondents (57%) who recommend the Amazon website. This metric reveals a high level of customer satisfaction and indeed Amazon’s strong commitment to providing its customers with quality service and responsiveness. Amazon is also the only company to achieve a result greater than 50%.
    recommendation level chart

  3. Overall, Amazon tops the charts in customer service satisfaction – a combination of overall satisfaction, satisfaction with self-service tools, and satisfaction with customer service interaction – with 55% respondents very satisfied with the site.
    satisfaction index chart

  4. It is considered easier to clarify doubts or resolve dissatisfaction with Amazon (8.4 out of 10) compared to other e-commerce sites (ManoMano, ranked second, scores 8 while AliExpress, bottom of the ranking, scores 7.1). Note that more than half of respondents (54%) consider it “very easy” to have their problems solved – the highest score obtained in this category.
    ability to answer graphic questions

  5. Satisfaction with the availability of Amazon’s self-service tools is much higher than its competitors, with a rating of 8.4 out of 10and more than half (52%) of surveyed customers who say they are very satisfied.
    self-service tool satisfaction chart

  6. While satisfaction with Amazon’s customer service is very good, it is less prevalent than self-service tools. On a scale of 0 to 10 for satisfaction with customer service interaction, Amazon has the highest rating of 8.2🇧🇷 Amazon is also the company with the highest percentage of very satisfied customers surveyed (47%🇧🇷
    exchange satisfaction with customer service chart

To be successful in its customer relationships, a company must have exceptional service. As one customer attests: The counselor was exceptional, professional, charming and patient. She solved my problem, called me several times. Without her my problem would not have been solved! “. Today, this study highlights Amazon’s approach to having a service fully thought out and orchestrated around and for its customers, with the desire to offer them the best possible experience. A successful bet.

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