SNCF Connect: One of the most hated applications was named “Customer Service of the Year”

Few apps have received as much criticism as SNCF Connect. Not very ergonomic, poorly organized, less practical than before… The new version of the SNCF application, which allows you to book trains, access your digital tickets and get information about your journeys, is far from being as popular as it seems. . No wonder, then, that there was some gnashing of teeth when the rail company announced that its app had been named “best customer service of the year”.

On the front lines, the magazine’s 60 million consumers even admit they thought it was a joke. “It seemed meaningful for us to sign up for this award, which has been recognized for sixteen years, to comply with the principle of mystery shopping testing and thereby better evaluate and understand our particular strengths and areas of improvement.”A spokesperson for the company told the publication.

SNCF Connect was voted best customer service of the year, right?

So 60 million consumers decided to do their little research to understand how an app with a 1.1 rating on Truspilot could be worthy of this award, and clearly there’s something wrong with that. The magazine explains that to participate in the competition, you must first pay 13,680 euros. For this reason, many companies will refuse to pay for this entrance ticket.

Especially since the main purpose of this competition is to display your trophy in the form of a logo in your official communications. However, in order to receive this right, another 21,600 euros will need to be added. But the real concern lies in the participation protocol. Theoretically, you need to have your app tested by 200 users and send them a satisfaction survey.

However, it appears that SNCF only had its service tested by 3 customers. It is difficult to say how sufficient the organization organizing the competition finds this figure to be. Still, this price will make its users laugh.

Source : 60 million consumers