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IANA Functions Satisfaction Survey Yields Overwhelmingly Positive Results

15 January 2014

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ICANN is reporting extremely high levels of customer satisfaction according to the results of the 2013 Internet Assigned Numbers Authority (IANA) Functions Customer Satisfaction Survey.

"We are pleased with the high level of satisfaction reported by our customers," said Elise Gerich. ICANN's Vice President of IANA and Technical Operations. "We continue to explore ways to improve the service of administering the protocol parameter registries, the allocation of Internet numbers, and changes to the root zone."

The survey, conducted by Ebiquity, investigated seven critical areas of the IANA functions, including:

  • Documentation quality (100% satisfaction)
  • Process quality (100% satisfaction)
  • Accuracy (99% satisfaction)
  • Courtesy (99% satisfaction)
  • Transparency (95% satisfaction)

Unlike the previous year's survey, the 2013 survey targeted specific customer groups to better understand how each group perceives ICANN's handling of the IANA functions. Of the eight groups surveyed, 5 reported over 90% satisfaction.

"It's good to see that the people who request protocol assignments or routine root management changes and use our registries report such high levels of satisfaction," said Michelle Cotton, Manager of IANA Services. "We will be following up with small groups over the next few months to discuss how to further improve customer satisfaction."

With the results of the 2013 survey finalized, ICANN will investigate ways to increase participation in next year's survey.

"In 2013 we gathered input from each customer group, while maintaining anonymity, improving on the more general survey conducted in 2012," said Leo Vegoda, Operational Excellence Manager, "In 2014 we plan to improve participation in the survey."


To learn more about IANA, go to http://www.iana.org/

Ebiquity is a global media, marketing and reputation consultancy, with over 20 years of experience in customer and stakeholder research. For more information, go to http://www.ebiquity.com/en.

Media Contacts:

James Cole
ICANN Global Media Coordinator
Washington, D.C.
Tel. +1 (202) 570 7139