ICANN published the results of an annual survey that measures the perception of satisfaction among Internet Assigned Numbers Authority (IANA) functions customers regarding the services they receive. This survey is the first completed since the ICANN organization affiliate Public Technical Identifiers (PTI) started performing IANA functions on behalf of the ICANN org and accounts for transactions completed between September 2016 and August 2017.
The IANA Services Customer Survey measured satisfaction in relation to documentation quality, process quality, transparency, timeliness, accuracy, reporting, and courtesy. In the 2017 survey, customers identified accuracy as the most important measure of performance for the fifth consecutive year. Notably, 94 percent of respondents reported being satisfied with the accuracy of their transactions. Timeliness and process quality, were identified as the second and third most important measures by customers, both stayed consistent with the previous year with 89 percent satisfaction.
View the IANA Services Customer Satisfaction Survey Report [PDF, 1.33 MB].
While the results of the survey are generally positive, the ICANN org continues to explore opportunities for improvement, including on the survey format and methodology. In response to conversations with key stakeholders within the community, an option to select “not applicable” was added to each question in the survey and open-ended questions were introduced to better capture feedback. There were also improvements to capture the geographical location of the IANA functions customers, and to further segment the top-level domain (TLD) operators.
“Over the years we have refined our approach to surveying our customers, and we’ve received increasing feedback that it can be difficult to recall the details of their PTI interactions up to a year later. This feedback has prompted us to start planning to survey our customers shortly after our interactions, to obtain more timely and actionable feedback,” said Kim Davies, Vice President of IANA and President, PTI.
The ICANN org commissioned Ebiquity, a leading independent marketing and media consultancy, to administer the survey, analyze the results and compile an independent third-party report, to keep with PTI’s goal to improve transparency in its processes. This year, Ebiquity issued 4,070 invitations during the survey period to IANA functions customers — top-level domain operators, regional Internet registries, RFC authors and other protocol parameter registrants, Internet Engineering Steering Group members, DNSSEC KSK trusted community representatives, and .INT domain registrants — and 7 percent responded.
ICANN‘s mission is to help ensure a stable, secure, and unified global Internet. To reach another person on the Internet, you need to type an address – a name or a number – into your computer or other device. That address must be unique so computers know where to find each other. ICANN helps coordinate and support these unique identifiers across the world. ICANN was formed in 1998 as a not-for-profit public-benefit corporation with a community of participants from all over the world.
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