ICANN Earns 94 Percent Satisfaction Rate in Annual Third-Party IANA Functions Customer Survey
Today, ICANN announced that 94 percent of IANA functions customers surveyed reported being "satisfied" or "very satisfied" with services they received between September 2014 and August 2015. This score is indicative of sustained satisfaction, as customers awarded ICANN's IANA department with scores of 93 percent in surveys published in 2013 and 2014.
View Customer Survey Findings [PDF, 855 KB].
The IANA Functions Customer Survey measures satisfaction across seven performance indicators identified in the 2013 performance standards consultations. These include documentation quality, process quality, transparency, timeliness, accuracy, reporting and courtesy. In the 2015 survey, the IANA department earned a 98 percent satisfaction rate regarding accuracy, which customers have identified as the most important performance indicator for the past three years. The team received higher scores than in previous years regarding process quality, timeliness and reporting. Additionally, the number of TLD managers requesting routine changes who reported being very satisfied with the accuracy of the service they received increased 10 percent when compared to 2014. These scores are part of a positive trend in customers' satisfaction with ICANN's execution of the IANA functions. Since 2013, the number of customers who reported being satisfied with the resolution of their customer service issues increased by 24 percent.
While the results of the survey are positive overall, we continue to explore opportunities for improvement. Responses to open-ended questions in the 2015 survey indicate that certain forms customers use to submit requests should be improved and that the IANA department should provide customers with status updates more frequently when managing delegation requests. ICANN intends to examine methods for addressing this feedback in the coming year.
ICANN has commissioned Ebiquity, a global media, marketing and reputation consultancy, to administer the survey since its launch in 2013. The survey provides valuable feedback to the IANA department and scores are used as benchmarks against which ICANN can drive process improvements. Individual survey responses remain anonymous to encourage candid feedback, but respondents are segmented according to affiliation to help ICANN better understand the needs of various customer groups.
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 doesn't 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.