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Survey Says: Customer Satisfaction Strong for the IANA Functions

17 December 2014
By Elise Gerich

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Today, ICANN published the findings from our third annual study on customer satisfaction with IANA functions and the results are quite positive.

Ninety-three percent of respondents report overall satisfaction with IANA functions across seven performance indicators: documentation quality, process quality, transparency, timeliness, accuracy, reporting and courtesy.

Developed as an independent study, the 2014 IANA Functions Customer Survey was administered by Ebiquity, a global media, marketing and reputation consultancy, and open to customers who had used IANA services in the previous twelve months. Anonymity was protected to ensure we received candid feedback. The survey is very important to ICANN's IANA department as it provides valuable feedback and helps ensure we drive continuous process improvements.

Respondents were segmented by customer groups, including protocol parameter registration requestors, regional Internet registries and registrants of .INT domains. New to this year's survey was the addition of feedback from new generic top-level domain (gTLD) operators. Consistent with the high-level of overall satisfaction expressed in the survey, registries operating new gTLDs reported an aggregate customer satisfaction rate of 87 percent. This demonstrates that the IANA department has successfully incorporated the demands of an additional 400+ gTLDs into its workflow over the past year.

Another encouraging result was the increase in the DNSSEC customer satisfaction levels over 2013.

While 100 percent of respondents last year also reported that they were at least "satisfied" across the three measured service aspects, we saw significant positive shifts from "satisfied" to "very satisfied" this year, as shown in the above chart:

  • Sixty-seven percent of respondents now report high levels of satisfaction with the processes ICANN uses to manage the Root DNS Zone's key signing functions, up from seventeen percent in 2013
  • Eighty-three percent with transparency at key signing ceremonies, up from thirty three percent in 2013

While the report findings were overall positive, we continue to look for areas where we can improve upon our customer experience. One area noted in many open-ended comments highlighted improving the online customer interface to take into account the varying needs of different customer groups, and enhancing transparency into the request process. We will consult with the community to better understand what types of changes are desired to improve the customer interface and formulate a plan to implement enhancements.

For more information, read the IANA Functions Customer Survey results [PDF, 968 KB].

We thank all survey participants for their input and feedback, and we look forward to building on these encouraging results and making continual improvements over the next year.

Authors

Elise Gerich