ICANN Announcements

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ICANN Announces 2014 IANA Functions Customer Service Survey Results | Organization Achieves 93 Percent Overall Customer Satisfaction

17 December 2014

The Internet Corporation for Assigned Names and Numbers (ICANN) today published the results of its third annual IANA Functions Customer Service Survey [PDF, 968 KB], which reflected a 93 percent overall customer satisfaction rate. Ebiquity, an independent third-party organization specializing in global media, marketing and reputation consultancy, administered the survey. Ebiquity has over 20 years of experience in customer and stakeholder research.

In addition to overall satisfaction, the survey measured customer satisfaction with five contracted IANA functions. These IANA functions encompass domain names, numbers, protocol parameters, the .INT domain, and domain name system security extensions (DNSSEC). Customers who had used these services in the previous 12 months were invited to participate in the survey. Participant anonymity was protected.

Respondents were segmented by customer groups, including top-level domain operators, protocol parameter registration requestors, regional Internet registries and registrants of .INT domains. For the first time, operators of new generic top-level domains participated in the survey with an aggregate customer satisfaction rate of 87 percent.

"We were very pleased with the high levels of satisfaction expressed in the survey. Of course, there is always room for improvement and given the importance of process quality, as noted in the survey results, we plan to highlight projects in that area in 2015," said Elise Gerich, ICANN's Vice President, IANA & Technical Operations.

For three years in a row accuracy appeared as the most important factor when delivering services for the IANA functions, with 98 percent of respondents indicating they were either satisfied or extremely satisfied with this metric.

The report concluded that overall customer satisfaction has remained at a high level over the last three years. Open-ended responses indicate that customers would like to see system and process enhancements taking into account the varying needs of different customer groups.

ICANN publishes IANA functions performance metrics on a monthly basis.


ICANN's mission is to ensure a stable, secure and unified global Internet. To reach another person on the Internet you have to type an address into your computer – a name or a number. That address has to be unique so computers know where to find each other. ICANN coordinates these unique identifiers across the world. Without that coordination we wouldn't have one global Internet. ICANN was formed in 1998. It is a not-for-profit public benefit corporation with participants from all over the world dedicated to keeping the Internet secure, stable and interoperable. It promotes competition and develops policy on the Internet's unique identifiers. ICANN doesn't control content on the Internet. It cannot stop spam and it does not deal with access to the Internet. But through its coordination role of the Internet's naming system, it does have an important impact on the expansion and evolution of the Internet. For more information please visit: www.icann.org.