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ICANN 在年度第三方 IANA 职能客户调查中获得 94% 的满意率

ICANN 今日宣布,94% 的受访 IANA 职能客户对其在 2014 年 9 月至 2015 年 8 月期间接受的服务表示"满意"或"非常满意"。这个分数表明客户对我们持续感到满意,在 2013 年和 2014 年发布的调查中,他们对 ICANN 的 IANA 部门的满意率均为 93%。

查看客户调查结果 [PDF, 855 KB]。

IANA 职能客户调查根据 2013 年《绩效标准意见征询》中确定的七个绩效指标衡量满意度。这些绩效指标包括文档质量、过程质量、透明度、及时性、准确性、报告和亲切性。在 2015 年的调查中,IANA 部门在准确性方面获得 98% 的满意率,客户在过去三年将该指标确定为最重要的绩效指标。该团队在过程质量、及时性和报告方面获得的分数较往年更高。此外,与 2014 年相比,在申请常规更改的 TLD 管理机构中,对所接受服务的准确性感到非常满意的机构数量增长了 10%。这些分数表明,客户对 ICANN 执行 IANA 职能的满意度呈积极态势发展。自 2013 年以来,报告对其客户服务问题解决方式感到满意的客户数量增长了 24%。

尽管从整体来看调查结果是积极的,但我们仍将继续探索改进机会。2015 年调查中对开放式问题的回答表明,应对客户用于提交申请的某些表单进行改进且 IANA 部门应在管理授权申请的时候更频繁地为客户提供状态更新。ICANN 打算来年审查解决这些反馈中所提问题的方法。

自 2013 年启动调查以来,ICANN 一直委托 Ebiquity 这家全球性媒体、营销和商誉咨询公司对调查进行管理。该调查为 IANA 部门提供宝贵反馈,ICANN 使用这些评分作为基准,推动过程改进。每个调查回答均保持匿名状态以鼓励提供坦诚反馈,但根据所属单位对调查对象进行了分组,以帮助 ICANN 更好地了解各种客户群体的需求。

ICANN 简介

ICANN 的使命在于确保全球互联网的稳定、安全与统一。在互联网上寻找另一个人的信息,您必须在您的电脑中键入一个地址 — 可以是一个名称或是一串数字。这一地址必须是独一无二的,只有这样电脑之间才能互相识别。ICANN 则负责协调这些分布在全球各地的唯一标识符。如果缺乏这样的协调,我们全球统一的互联网也将不复存在。ICANN 成立于 1998 年。它是一家非营利性的公益型企业,其参与人员来自全球各地,均致力于确保互联网的安全性、稳定性和互用性。它提倡竞争并制定有关互联网唯一标识符的政策。ICANN 不负责互联网的内容管理。它无法阻止垃圾邮件,也并不负责处理互联网的接入事务。但该组织通过对互联网域名系统的协调,对互联网的发展和演进有着重要的影响。如需了解更多信息,请访问:www.icann.org.


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