“I received the best joke in the world this morning in my mailbox.” SNCF users received an email from the railway company on Friday morning, announcing that its SNCF Connect application had been voted “customer service of the year 2024” in the “reservations platform” category. A news which made many Internet users react, who competed in humor to comment on this distinction.
In a press release published on its site, SNCF Connect did not hide its joy at having won this award. “We are very honored to receive this label, which rewards the daily commitment of our teams in supporting our users at all stages of their journey. Thank you to our 150 advisors for their involvement and to our customers for their support! (…) Beyond providing concrete solutions to our customers, our role is also to listen and collect their ideas with a view to continuing to improve our services,” the company wrote.
“Best fish in November!” »
It was enough to provoke the reaction of many Internet users, who took great joy in saying what they thought of “this vast joke”. “And the best joke of the year goes to… SNCF Connect,” we can read on Twitter (X). “I received the best joke in the world this morning in my mailbox. So can customer service for the year 2024 reimburse me for my 19 euros cancellation fee? » or even “Best fish of November!” Already try to be a transport service and a customer service in 2023 before aiming for the future@SNCFConnect,” some Internet users wrote.
Others preferred to recall the numerous complaints filed with the railway company’s customer service which remained unanswered. The SNCF Connect application has in fact been regularly singled out by users since its implementation in early 2022, for numerous malfunctions. “The nerve it takes to send an email like this knowing that the SNCF takes more than 3 months to respond to your complaint! », Wrote one Internet user.
“Mystery shoppers”
Following these numerous reactions, the SNCF Connect account responded to a user to justify the award of this prize: “205 tests were carried out by mystery shoppers based on 15 criteria, such as: accessibility, personalization and the quality of the response. »
The organization responsible for the label also explained on its site that this prize, “awarded by sector of activity”, is based on several criteria: “calls, e-mails, searches for information on the Internet, contacts via social networks and chat conversations in real situations reflect the daily requests you can make to companies.