Discover what the FEVAD’s 2026 e-commerce statistics reveal about customer service and its trends
Every year, FEVAD publishes its "Key E-commerce Figures" report, a must-read for any business selling online. These e-commerce statistics provide a comprehensive overview of the sector in France. The data is sourced from major market players, consumers, and partner institutes, helping e-commerce businesses anticipate trends for late 2026 and early 2027. The 2026 edition confirms strong growth in French e-commerce, with revenue nearing €200 billion. And unsurprisingly, artificial intelligence is becoming a cornerstone of many companies’ strategies, especially in customer service. We’ve compiled the most compelling customer service insights from this edition into an infographic. Download it to explore the findings. Download the infographic
In 2025, French e-commerce revenue nearly hit €200 billion, marking a 7% increase over 2024. Transaction volumes surged by 11%, reaching 3.2 billion. After years shaped by inflation, the sector is regaining real growth momentum. These e-commerce statistics are reassuring: despite economic and political uncertainty, French consumers continue to shop online, and more frequently. This rebound confirms that e-commerce remains a resilient sales channel, even in a challenging economic climate. Yet behind this positive trend lies a less obvious takeaway: the rise in transactions directly impacts customer service, which must handle an ever-growing volume of requests.
As transaction volumes grow, so do customer requests at a rate that doesn’t align with revenue growth. In other words, each request costs more to process than before, relative to the value generated for the e-commerce business. The situation is even more strained given that 50% of baskets are under €30. Handling a complaint or tracking request for such orders represents a disproportionately high cost. Teams must manage more inquiries without a corresponding increase in human or budgetary resources. In this context, artificial intelligence becomes an essential lever for absorbing this volume without driving up customer service costs. It enables the automated handling of many straightforward requests.
Yet customer relations aren’t a priority for decision-makers. It ranks far behind IT, marketing, international expansion, and logistics in investment plans. Budgets are focused elsewhere, even as customer service bears an increasing share of operational workload. Meanwhile, AI is seen as having the greatest potential precisely in customer relations. This disconnect between perception and actual investment highlights how difficult it remains for many companies to take action. Decision-makers recognize the opportunity but struggle to turn it into a concrete budget priority. This paradox is exactly why the report is so valuable for teams pushing AI projects internally. The data provides an objective framework to support a business case where intuition alone often falls short.
These highlights are just a glimpse of what our infographic reveals. It distills FEVAD’s e-commerce statistics into clear, actionable insights. Whether you need to strengthen your case with leadership or simply convince yourself of AI’s benefits for your customer service, this infographic delivers concrete, data-backed arguments. Download the infographic
