Improving CS in France Through an Omnichannel Experience
Improving Customer Service in France

France has one of the strongest economies in the world, and is at the core of the European Union. Recent analysis shows that the French economy is currently doing better than expected. It should surprise no one, therefore, that French consumers are eager to buy.

The results of the 2016 Teleperformance CX Lab survey of French consumers show clearly that they are yearning for exceptional brand quality and experiences.

Exactly 50 percent of French respondents interacted with the customer service of their brand over the previous 12 months.

Voice remains the most used and preferred channel to contact customer service, with email/web form behind. However, face-to-face interaction was the third most preferred channel. Traditionalists, Baby boomers, and Generation Z all showed interest in face-to-face interactions.

Our survey shows that French consumers have very high standards. France has exhibited low advocacy levels over the last three years of the survey. In fact, it has the lowest average found among the 11 countries. In terms of overall satisfaction, 2016 reveals a slight decrease in French consumers’ satisfaction with their brands. France presents the lowest satisfaction scores among the 11 countries surveyed. In addition, France showed a slight decrease in terms of customer loyalty intention in 2016.

In order to differentiate in the French market, it is very important to provide exceptional customer experiences. Teleperformance, the worldwide leader in customer experience management has years of experience in France. We are prepared to help you design the right omnichannel strategy to increase customer advocacy and loyalty in this demanding market.

To learn more about our findings in France, please read our new white paper.



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