[ICANN-CSC] [Ext] ICANN News Alert -- IANA Functions Customer Survey Results Available
allan.macgillivray at cira.ca
Thu Jan 25 00:10:31 UTC 2018
Naela - I’m not sure about dealing with this at our next meeting, as I’m hoping we can deal with the RAPs then. But by all means, get going on a condensed presentation.
Sent with BlackBerry Work
From: Naela Sarras <naela.sarras at iana.org<mailto:naela.sarras at iana.org>>
Date: Wednesday, Jan 24, 2018, 6:10 PM
To: Allan MacGillivray <allan.macgillivray at cira.ca<mailto:allan.macgillivray at cira.ca>>, icann-csc at icann.org <ICANN-CSC at icann.org<mailto:ICANN-CSC at icann.org>>
Cc: Marilia Hirano <marilia.hirano at iana.org<mailto:marilia.hirano at iana.org>>
Subject: Re: [Ext] ICANN News Alert -- IANA Functions Customer Survey Results Available
Thank you for the suggestion to have a presentation at the next CSC meeting and yes, we’ll be happy to do that. Marilia Hirano, Continuous Improvement Manager, is the one who is in charge of the survey and will be making the presentation.
Maria, please confirm the agenda for the next meeting when you have it ready so we can prepare the materials.
On 1/23/18, 12:51 PM, "Allan MacGillivray" <allan.macgillivray at cira.ca<mailto:allan.macgillivray at cira.ca>> wrote:
Naela – I believe that many on the CSC would like the opportunity to review the results of the survey, but I will leave it to the CSC itself to determine its agendas. What might be useful would be for someone to prepare a shorter presentation by extracting the elements of the report that would likely be of specific interest to the CSC, that is, that which involves the names community. For example, I note that survey participation has gone down again for the TLD delegations/re-delegations. It would be important to bring this out.
Hope this helps
From: ICANN-CSC [mailto:icann-csc-bounces at icann.org] On Behalf Of Naela Sarras
Sent: Tuesday, January 23, 2018 9:06 AM
To: icann-csc at icann.org
Cc: Marilia Hirano <marilia.hirano at iana.org>
Subject: [ICANN-CSC] FW: [Ext] ICANN News Alert -- IANA Functions Customer Survey Results Available
I would like to draw your attention to the announcement regarding the completion of the Annual Customer Survey.
We are happy to answer any questions about the survey during the February call if you wish to add it to the agenda.
On 1/18/18, 5:54 PM, "ICANN News Alert" <no-reply at external.icann.org<mailto:no-reply at external.icann.org>> wrote:
IANA Functions Customer Survey Results Available
18 January 2018
LOS ANGELES – 18 January 2018 – The Internet Corporation for Assigned Name and Numbers (ICANN) published the results of an annual survey that measures the perception of satisfaction among Internet Assigned Numbers Authority (IANA) functions customers regarding the services they receive. This survey is the first completed since the ICANN organization affiliate Public Technical Identifiers (PTI) started performing IANA functions on behalf of the ICANN org and accounts for transactions completed between September 2016 and August 2017.
The IANA Services Customer Survey measured satisfaction in relation to documentation quality, process quality, transparency, timeliness, accuracy, reporting, and courtesy. In the 2017 survey, customers identified accuracy as the most important measure of performance for the fifth consecutive year. Notably, 94 percent of respondents reported being satisfied with the accuracy of their transactions. Timeliness and process quality, were identified as the second and third most important measures by customers, both stayed consistent with the previous year with 89 percent satisfaction.
View the IANA Services Customer Satisfaction Survey Report<https://www.iana.org/reports/2018/customer-survey-20180118.pdf> [PDF, 1.33 MB].
While the results of the survey are generally positive, the ICANN org continues to explore opportunities for improvement, including on the survey format and methodology. In response to conversations with key stakeholders within the community, an option to select "not applicable" was added to each question in the survey and open-ended questions were introduced to better capture feedback. There were also improvements to capture the geographical location of the IANA functions customers, and to further segment the top-level domain (TLD) operators.
"Over the years we have refined our approach to surveying our customers, and we've received increasing feedback that it can be difficult to recall the details of their PTI interactions up to a year later. This feedback has prompted us to start planning to survey our customers shortly after our interactions, to obtain more timely and actionable feedback," said Kim Davies, Vice President of IANA and President, PTI.
The ICANN org commissioned Ebiquity, a leading independent marketing and media consultancy, to administer the survey, analyze the results and compile an independent third-party report, to keep with PTI's goal to improve transparency in its processes. This year, Ebiquity issued 4,070 invitations during the survey period to IANA functions customers — top-level domain operators, regional Internet registries, RFC authors and other protocol parameter registrants, Internet Engineering Steering Group members, DNSSEC KSK trusted community representatives, and .INT domain registrants — and 7 percent responded.
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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