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

Thu Jan 16 23:08:05 UTC 2014

Alejandro:
So the IANA functions are the kernel of ICANN's technical remit and in
their penumbral shadow, the source of much of the political angst that come
at us.   Excellence in executing the IANA functions is a most compelling
argument for ICANN's continued existence; how well it has exercised its
responsibilities to the global community under colour of its technical
remit.  Until 2012, a qualified response to such a question was largely
anecdotal.  For 2013, 112 respondents from 1491 who used this specialised
service and were polled maybe good but I would be concerned with that low
response.

The results - actual numbers - highlight one aspect of the general issue of
participation with entities that are directly dependent on ICANN as IANA
operator; not all that good.  And the ones that seem most remote are those
largely international; see the ccTLDs & .int registrants results. You might
even link the IESG membership here.

For those of us who support ICANN and multi-stakeholder governance and
would wish to make solid data-driven pronouncements, the response rate from
certain groupings bear further exploration.

-Carlton

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

On Thu, Jan 16, 2014 at 10:27 AM, Alejandro Pisanty <apisanty at gmail.com>wrote:

> 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> 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*
>> =============================
>>
>>
>>   [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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>>
>
>
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