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IANA 职能客户调查结果现已发布

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洛杉矶——2018 年 12 月 6 日——互联网名称与数字地址分配机构 (Internet Corporation for Assigned Name and Numbers, ICANN) 现发布一份年度调查结果,用以衡量客户对互联网号码分配机构 (Internet Assigned Numbers Authority, IANA) 职能服务的满意度。2018 年的调查结果涉及从 2017 年 9 月到 2018 年 8 月期间的交易。回复人对服务表示"满意"或"非常满意"的比率高达 96%。

敬请查看客户调查结果 [PDF, 3.47 MB]。

《IANA 职能客户调查 (IANA Functions Customer Survey)》针对记录质量、流程质量、透明度、及时性、准确度、报告制度和礼遇态度等方面衡量了客户的满意度。在 2018 年的调查中,客户连续六年将准确度列为最为重要的绩效衡量指标,且对这一标准的满意度达到了 96%。值得注意的是,针对所有绩效类别的整体满意度在本年度达到了最高水平。

尽管本调查的结果持续向好,但 ICANN 还将继续探索改进服务的方式。例如,某些回复人指出对客户服务问题的解决表示担忧。为了解决这一问题,我们在近期启用了交流沟通后续调查,使得客户能够针对我们的服务及时提出反馈意见,我们还配备了相关资源及时查看和回复这类意见。

"多年来,我们的客户指出年度调查无法使得他们能够针对交流沟通环节给出及时的反馈意见。这份交流沟通后续调查将能够从我们的客户处搜集直接的、可立即采取措施的反馈意见,从而全面评估我们的系统和流程,促进后续改进工作,"负责执行 IANA 职能的 ICANN 附属机构公共技术标识符 (PTI) 的总裁金·戴维斯 (Kim Davies) 表示。戴维斯还指出:"我们启动这项调查的头几年间,参与率为 10-11%。但在过去两年间,参与率下降了一半,这也是我们调整调查方式的一个原因。"

ICANN 授权全球著名咨询公司 Echo Research, LLC 负责管理这项调查。需要参与 IANA 职能交易的相关方——包括顶级域运营商、协议参数和地区互联网注册管理机构经理人、意见征询 (RFC) 的作者、互联网工程指导组 (IESG) 成员、DNSSEC KSK 仪式参与人和".INT"域名注册人——均受邀参与了这次调查。今年,ICANN 发放了 3,710 份邀请函,回复率为 5%。

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,您必须在您的电脑或其他设备中键入一个地址——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。ICANN 成立于 1998 年,是一家非营利公益型企业,其社群成员遍布全球各地。


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