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IANA Functions Customer Survey Results Available

11 January 2017 – Los Angeles – Today, ICANN published the results of an annual survey that measures the perception of satisfaction among IANA functions customers regarding the services they receive. In the 2016 survey, which accounts for transactions completed between September 2015 and August 2016, 94 percent of respondents reported being "satisfied" or "very satisfied."

View Customer Survey Findings [PDF, 2.15 MB].

The IANA Functions Customer Survey measures satisfaction in relation to documentation quality, process quality, transparency, timeliness, accuracy, reporting and courtesy. In the 2016 survey, 99 percent of respondents reported being satisfied with the accuracy of their transactions. Customers also identified accuracy as the most important measure of performance for the fourth consecutive year. Notably, 94 percent of customers reported satisfaction in regard to transparency this year, an increase from 89 percent in the 2015 survey.

While the results of the survey are generally positive, ICANN continues to explore opportunities for improvement. This year, there was a drop in satisfaction regarding process quality, from 95 percent to 89 percent. there are projects underway to enhance the IANA processes and systems that were mentioned in the survey.

ICANN commissioned Ebiquity, a global reputation consultancy, to administer the survey. Those who make IANA functions transactions – top-level domain operators, protocol parameter and regional Internet registry managers, RFC authors, Internet Engineering Steering Group members, DNSSEC KSK ceremony participants and .INT domain registrants – were invited to take the survey. This year, ICANN issued 4,286 invitations and 10 percent of customers responded.

About ICANN

ICANN's mission is to help 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 helps coordinate and support these unique identifiers across the world. ICANN was formed in 1998 as a not-for-profit public-benefit corporation and a community with participants from all over the world. ICANN and its community help keep the Internet secure, stable and interoperable. It also promotes competition and develops policy for the top-level of the Internet's naming system and facilitates the use of other unique Internet identifiers. For more information please visit: www.icann.org.


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Internationalized Domain Name ,IDN,"IDNs are domain names that include characters used in the local representation of languages that are not written with the twenty-six letters of the basic Latin alphabet ""a-z"". An IDN can contain Latin letters with diacritical marks, as required by many European languages, or may consist of characters from non-Latin scripts such as Arabic or Chinese. Many languages also use other types of digits than the European ""0-9"". The basic Latin alphabet together with the European-Arabic digits are, for the purpose of domain names, termed ""ASCII characters"" (ASCII = American Standard Code for Information Interchange). These are also included in the broader range of ""Unicode characters"" that provides the basis for IDNs. The ""hostname rule"" requires that all domain names of the type under consideration here are stored in the DNS using only the ASCII characters listed above, with the one further addition of the hyphen ""-"". The Unicode form of an IDN therefore requires special encoding before it is entered into the DNS. The following terminology is used when distinguishing between these forms: A domain name consists of a series of ""labels"" (separated by ""dots""). The ASCII form of an IDN label is termed an ""A-label"". All operations defined in the DNS protocol use A-labels exclusively. The Unicode form, which a user expects to be displayed, is termed a ""U-label"". The difference may be illustrated with the Hindi word for ""test"" — परीका — appearing here as a U-label would (in the Devanagari script). A special form of ""ASCII compatible encoding"" (abbreviated ACE) is applied to this to produce the corresponding A-label: xn--11b5bs1di. A domain name that only includes ASCII letters, digits, and hyphens is termed an ""LDH label"". Although the definitions of A-labels and LDH-labels overlap, a name consisting exclusively of LDH labels, such as""icann.org"" is not an IDN."