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

Thu Jan 16 17:54:28 UTC 2014

Alejandro & Carlton,

overall we have achieved significant advancements in IANA regarding Business Excellence. The mechanisms of BE include to focus on still existing deficits as it is done in IANA as part of their continuous improvement activities. In that sense we may be kind of proud regarding the IANA achievements even though we are still away from 100%, knowing that achieving true 100% may not be reachable for a while (or never).

....Hagen

________________________________
Von: ioepanel-bounces at icann.org [mailto:ioepanel-bounces at icann.org] Im Auftrag von Alejandro Pisanty
Gesendet: Donnerstag, 16. Januar 2014 16:28
An: Carlton Samuels
Cc: ioepanel at icann.org
Betreff: Re: [ioepanel] Fwd: IANA Functions Satisfaction Survey Yields Overwhelmingly Positive Results

Carlton,

thanks for sharing.

You mention that there is general satisfaction but also warnings. The only one I detect in the text you sent is dissatisfaction by .int registrants. Can you provide more detail so that our recommendations, if they have to take this into account, are well directed?

Yours,

Alejandro Pisanty

On Thu, Jan 16, 2014 at 9:15 AM, Carlton Samuels <carlton.samuels at gmail.com<mailto:carlton.samuels at gmail.com>> wrote:
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
=============================

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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<tel:%2B1%20%28202%29%20570%207139>
james.cole at icann.org<mailto:james.cole at icann.org>

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