[ICANN-CSC] FW: [Ext] ICANN News Alert -- IANA Functions Customer Survey Results Available

Sun Dec 9 01:34:15 UTC 2018

Congratulations on the high satisfaction ratings!!
Elaine

On Fri, Dec 7, 2018 at 9:04 AM Naela Sarras <naela.sarras at iana.org> wrote:

> Dear Colleagues,
>
>
>
> This email is to call your attention to the posting of the results from
> the Annual IANA Functions Customer Survey Results. Links to the
> announcement and report are available below.
>
>
>
> Also related to measuring customer satisfaction, please note that this
> week the IANA Functions released phase 1 of the a post-interaction survey
> where customers can provide immediate feedback regarding the services
> received. Phase 1 of the release targets completed requests for the domain
> names function with future phases focused on other request types to follow.
>
>
>
> Best regards,
>
> Naela
>
>
>
> *From: *ICANN News Alert <no-reply at external.icann.org>
> *Reply-To: *"no-reply at external.icann.org" <no-reply at external.icann.org>
> *Date: *Thursday, December 6, 2018 at 4:51 PM
> *To: *Naela Sarras <naela.sarras at iana.org>
> *Subject: *[Ext] ICANN News Alert -- IANA Functions Customer Survey
> Results Available
>
>
>
> [image: Image removed by sender. ICANN][icann.org]
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> News Alert
>
> https://www.icann.org/news/announcement-2018-12-06-en [icann.org]
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> ------------------------------
> IANA Functions Customer Survey Results Available
>
> 6 December 2018
>
> Los Angeles – 6 December 2018 – Today, the Internet Corporation of
> Assigned Names and Numbers (ICANN) published the results of its annual
> survey which measures customer satisfaction of the Internet Assigned
> Numbers Authority (IANA) functions. Results of the 2018 survey, which
> accounts for transactions completed between September 2017 and August 2018,
> reported 96 percent of respondents being "satisfied" or "very satisfied."
>
> *View Customer Survey Findings
> <https://www.iana.org/reports/2018/customer-survey-20181206.pdf> [PDF, 3.47
> MB]*
>
> The IANA Functions Customer Survey measures perception of satisfaction in
> relation to documentation quality, process quality, transparency,
> timeliness, accuracy, reporting and courtesy. In the 2018 survey, customers
> identified accuracy as the most important measure of performance for the
> sixth consecutive year, and 96 percent reported satisfaction on that
> metric. Notably, overall satisfaction ratings across all of the performance
> categories were the highest ever this year.
>
> While the results of the survey are consistently positive, ICANN continues
> to explore opportunities for improvement. For instance, some respondents
> expressed concerns regarding the resolution of customer service issues. To
> help address this, a post-interaction survey was recently launched where
> customers can provide immediate feedback regarding the services, with
> resources dedicated to reviewing and responding in a timely manner.
>
> "Over the years our customers have reported that an annual survey doesn't
> allow them to provide immediate feedback on their interaction. The
> post-interaction survey will provide direct, actionable feedback from our
> customers, and offer a holistic view of our systems and processes to drive
> future improvements," said Kim Davies, President of PTI, the ICANN
> affiliate responsible for delivering the IANA functions. Davies added, "The
> first few years we ran this survey resulted in a 10-11 percent
> participation rate. But in the last two years, this number decreased in
> half which was another driver to revamp the surveying approach."
>
> ICANN commissioned Echo Research, LLC, 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 3,710 invitations with
> a five percent response rate.
> About ICANN
>
> ICANN's mission is to help ensure a stable, secure and unified global
> Internet. To reach another person on the Internet, you need to type an
> address – a name or a number – into your computer or other device. That
> address must 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
> with a community of participants from all over the world.
>
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