For Customer Experience Professionals

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	May 8, 2009 How Satisfied Are French Consumers With Online Customer Experiences? by Jonathan Browne with Moira Dorsey, Joost van Kruijsdijk, Angela Beckers

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Executive Summary

We asked more than 2,500 French consumers how satisfied they were when using 15 top French Web sites. The majority of consumers were satisfied or very satisfied with their experiences. Fnac had the highest satisfaction rate, while CAMIF trailed behind the others. French consumers are frustrated most by sites that don't have the products they desire and sites that make it hard to find those products. Customer experience professionals should evaluate their sites for known usability problems, research and create personas to help designers build experiences to match customers' expectations, and make the business case for customer experience improvements.

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