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 the excellent performance of Amazon in terms of relationship management with customer.

Its results, which put Amazon first in the rankings on many questions, prove that customer obsession is embedded in Amazon’s DNA and the company’s desire to turn its customer service into a real asset. But also a service of excellence, thanks, in particular, to the many tools and guidelines used in the daily management of relations with customers: the monitoring of performance indicators, measurement criteria, the desire to reduce customer effort, the principles of establishing the customer experience and customer service upon which teams rely and refer.

Director of Customer Experience, Sam Bejnouni Terlier, enthusiastically welcomes the results of this study: More than just performance, the results of this study are the concrete expression of listening to our customers operating at all levels at Amazon and the work of Amazon teams to continuously improve the experience. customer. “. According to the BVA, these results are the result of Amazon’s desire to offer the best possible experience to its customers, 92% of whom recommend its customer service: ” If the customer experience is a key topic for many companies, through this study, we can see how it is true for Amazon, which manages not only to deliver successful customer experiences but, because of this , to strengthen its relationship with the customer. And it’s based, in part, on the very principles of Amazon’s customer service, which is to reduce the customer’s effort as much as possible and want to solve their problem. “.

Among the highlights of the study, it is interesting to note:

  1. Amazon gets very good overall satisfaction from surveyed customers, with an average rating of 8.5 out of 10where more than half of the respondents (55%) saying they were “very pleased”. This overall rating, clearly superior to its competitors, thus establishes its customer service in service 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 the company to a friend or colleague at 9 or 10 (“promoters”) minus the percentage rating this possibility as 6 or lower (“detractors”) on a scale of 0 to 10 – greater (+49), where more than half of the respondents (57%) that recommends the Amazon site. This indicator shows a high level of customer satisfaction and, indeed, Amazon’s strong commitment to providing its customers with quality service and responsiveness. Amazon is the only company that achieved a result of more than 50%.
    recommendation level graph

  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 interactions—in 55% respondents are very satisfied with the site.
    satisfaction index graph

  4. It is considered easier to get answers to questions or resolve complaints on Amazon (8.4 out of 10) compared to other e-commerce sites (ManoMano, ranked second, scored 8 while AliExpress, ranked below, scored 7.1). Note that more than half of the respondents (54%) considered it “very easy” to solve their problems – the highest score obtained in this category.
    ability to answer graph questions

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

  6. While Amazon’s customer service satisfaction is great, it’s more dominant than self-service tools. On a scale of 0 to 10 for customer service interaction satisfaction, Amazon has the highest rating of 8.2. Amazon is also the company with the highest percentage of very satisfied surveyed customers (47%).
    satisfaction exchanges on the customer service graph

To succeed in its customer relations, a company must have exceptional service. As one client attests: The counselor is exceptional, professional, charming and patient. She solved my problem, she called me several times. Without him, my problem cannot be solved! “. Today, this study highlights Amazon’s approach to having a customer service that is highly thought out and organized around and for its customers, with the desire to offer them the best possible experience. A successful bet.

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