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<DIV style="font-color: black"><B>From:</B> <A title=david.olive@icann.org
href="mailto:david.olive@icann.org">David Olive</A> </DIV>
<DIV><B>Sent:</B> Thursday, January 16, 2014 7:33 AM</DIV>
<DIV><B>To:</B> <A title=soac-infoalert@icann.org
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<DIV><B>Subject:</B> [Soac-infoalert] IANA Functions Satisfaction Survey Yields
Overwhelmingly Positive Results</DIV></DIV></DIV>
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<H2>News Alert</H2>
<P style="FONT-SIZE: small; FONT-FAMILY: arial; MARGIN: 0px 0px 10px"><A
href="http://www.icann.org/en/news/announcements/announcement-15jan14-en.htm">http://www.icann.org/en/news/announcements/announcement-15jan14-en.htm</A></P>
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<H2 style="MARGIN-BOTTOM: 0px; CLEAR: left">IANA Functions Satisfaction Survey
Yields Overwhelmingly Positive Results</H2>
<P style="MARGIN: 15px 0px 0px">15 January 2014</P>
<P><STRONG><A
href="http://www.iana.org/reports/2013/customer-survey-20131210.pdf">Read the
report ยป</A></STRONG> [PDF, 1.19 MB]</P>
<P>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.</P>
<P>"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."</P>
<P>The survey, conducted by Ebiquity, investigated seven critical areas of the
IANA functions, including:</P>
<UL>
<LI>Documentation quality (100% satisfaction)
<LI>Process quality (100% satisfaction)
<LI>Accuracy (99% satisfaction)
<LI>Courtesy (99% satisfaction)
<LI>Transparency (95% satisfaction) </LI></UL>
<P>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.</P>
<P>"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."</P>
<P>With the results of the 2013 survey finalized, ICANN will investigate ways
to increase participation in next year's survey.</P>
<P>"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."</P>
<P style="TEXT-ALIGN: center">###</P>
<P>To learn more about IANA, go to <A
href="http://www.iana.org/">http://www.iana.org/</A></P>
<P>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 <A
href="http://www.ebiquity.com/en">http://www.ebiquity.com/en</A>.</P>
<H3>Media Contacts:</H3>
<P>James Cole<BR>ICANN Global Media Coordinator<BR>Washington, D.C.<BR>Tel. +1
(202) 570 7139<BR><A
href="mailto:james.cole@icann.org">james.cole@icann.org</A></P></DIV></DIV><BR><BR>
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