[ioepanel] Fwd: IANA Functions Satisfaction Survey Yields Overwhelmingly Positive Results

[Carlton Samuels]

It would appear that most everyone's happy with the IANA operations. But if
you read the details you might get a different sense of the good news.

The target for the survey was members of specific groupings who used any of
the services under consideration in the previous 12 months. The results
were anonymised.

The 2012 unsegmented survey conducted by ICANN had an overall 80%
satisfaction in a response rate of 20% (1,000 solicitations) compared to
high 90's satisfaction in a response rate of 8% for the
independently-administered 2013 survey (112 of 1491 solicitations).

The customer group with highest level of dissatisfaction in 2013 was .INT
registrants. Satisfaction was still in the high 80's of the ten (10)
respondents from the ninety-five (95) solicited.

Only six (6) of the thirty-three (33) Trusted Community Representatives
(TCR) responded. There were no responses from RFC authors (161
solicitations) and requestors of delegations/redelegations (17, all ccTLD
related).

49% of those who responded didn't know there was a process to handle
customer service complaints.  Almost all (would be happy to use it though.

-Carlton

==============================
Carlton A Samuels
Mobile: 876-818-1799
*Strategy, Planning, Governance, Assessment & Turnaround*
=============================


  [image: ICANN] <http://www.icann.org/> News Alert

http://www.icann.org/en/news/announcements/announcement-15jan14-en.htm
------------------------------
 IANA Functions Satisfaction Survey Yields Overwhelmingly Positive Results

15 January 2014

*Read the report »
<http://www.iana.org/reports/2013/customer-survey-20131210.pdf>* [PDF, 1.19
MB]

ICANN is reporting extremely high levels of customer satisfaction according
to the results of the 2013 Internet Assigned Numbers Authority (IANA)
Functions Customer Satisfaction Survey.

"We are pleased with the high level of satisfaction reported by our
customers," said Elise Gerich. ICANN's Vice President of IANA and Technical
Operations. "We continue to explore ways to improve the service of
administering the protocol parameter registries, the allocation of Internet
numbers, and changes to the root zone."

The survey, conducted by Ebiquity, investigated seven critical areas of the
IANA functions, including:

   - Documentation quality (100% satisfaction)
   - Process quality (100% satisfaction)
   - Accuracy (99% satisfaction)
   - Courtesy (99% satisfaction)
   - Transparency (95% satisfaction)

 Unlike the previous year's survey, the 2013 survey targeted specific
customer groups to better understand how each group perceives ICANN's
handling of the IANA functions. Of the eight groups surveyed, 5 reported
over 90% satisfaction.

"It's good to see that the people who request protocol assignments or
routine root management changes and use our registries report such high
levels of satisfaction," said Michelle Cotton, Manager of IANA Services.
"We will be following up with small groups over the next few months to
discuss how to further improve customer satisfaction."

With the results of the 2013 survey finalized, ICANN will investigate ways
to increase participation in next year's survey.

"In 2013 we gathered input from each customer group, while maintaining
anonymity, improving on the more general survey conducted in 2012," said
Leo Vegoda, Operational Excellence Manager, "In 2014 we plan to improve
participation in the survey."

###

To learn more about IANA, go to http://www.iana.org/

Ebiquity is a global media, marketing and reputation consultancy, with over
20 years of experience in customer and stakeholder research. For more
information, go to http://www.ebiquity.com/en.
 Media Contacts:

James Cole
ICANN Global Media Coordinator
Washington, D.C.
Tel. +1 (202) 570 7139
james.cole at icann.org
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