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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 1 月 18 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,衡量互联网号码分配机构 (Internet Assigned Numbers Authority, IANA) 职能客户对所获服务的满意度如何。这份调查是自 ICANN 组织的附属机构公共技术标识符 (Public Technical Identifiers, PTI) 代表 ICANN 正式执行 IANA 职能之后所进行的首轮调查,涉及从 2016 年 9 月至 2017 年 8 月以来的所有交易。

《IANA 服务客户调查 (IANA Services 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 2017 年的调查中,客户连续第五年将准确度列为最为重要的绩效衡量指标。特别地,94% 的回复人报告对其交易的准确度表示满意。客户还将及时性和流程质量分别认定为第二重要和第三重要的衡量标准。且这两项的满意度也与前一年保持一致,均达到了 89% 的水平。

请点击此处查看《IANA 服务客户满意度调查报告 (IANA Services Customer Satisfaction Survey Report)》 [PDF, 1.33 MB]。

鉴于调查结果总体来说是积极的,ICANN 组织将继续探寻需要改进的方面,包括调查格式和方式。应社群内部许多主要利益相关方的要求,每个调查问题都添加了"不适用"的选项,且调查中还囊括了开放式问题,从而更好地搜集反馈意见。同时,我们还做出改进,以更好地了解 IANA 职能客户所在的地理区域,从而进一步对顶级域 (top-level domain, TLD) 运营商进行细分。

"多年来,我们已对客户调查方式加以改进。我们还收到更多反馈,告知我们在与 PTI 接触一年之后才接受调查,很难想起接触过程的细节。鉴于此,我们决定计划在客户与我方接触结束后不久就进行调查,从而获得更多及时地、可立即改进的反馈意见,"ICANN IANA 总裁兼 PTI 首席执行官金·戴维斯 (Kim Davies) 表示。

ICANN 授权全球领先的独立市场营销和媒体咨询公司 Ebiquity 负责管理这次调查、分析结果并编制一份独立的第三方报告,从而帮助 PTI 达到提高流程透明度的目的。今年,Ebiquity 在调查期间向 IANA 职能客户发送了 4,070 份参与邀请——这些客户包括:顶级域运营商、地区互联网注册管理机构、《意见征询 (RFC)》作者和其他协议参数注册人、互联网工程指导组 (Internet Engineering Steering Group) 成员、值得信赖的 DNSSEC KSK 社群代表、.INT 域名注册人等,其中 7% 的成员发送了回复。

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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