[ICANN-CSC] FW: [Ext] ICANN News Alert -- IANA Functions Customer Survey Results Available

[Brett Carr]

Naela,
      Congratulations on the overall excellent results in the survey, a few small comments:

Slide3:

Participation: 22% Contact rate and 5% completion rate. These numbers seem quite low, obviously driving up contact should drive up completion. Appreciate it’s not easy but I believe it would be beneficial to look at ways of driving this up for future surveys.

Slide 9: It seems like 51% awareness of the process for resolving customer service issues is low, it could be argued of course that this is because you do such a good job people don’t need to know. However this may trigger you into thinking of ramping up any “awareness” campaigns you already do.

Slide 10: Customer participation in the survey seems to be on a downward trend which is worrying I think.

Slide 37: I’m wondering what the cause of the “Accuracy of the root zone database” only being 85% last year was?
It seems all the scores here have gone up significantly over the last 12 months, assume this is because there are less GTLD new delegations/changes than there were previously.

Slide 38: The response number of four seems very low. Where an organisation is both a ccTLD operator and a GTLD operator do they get sent two surveys because we (Nominet) only received one AFAIK

Looking through the report as a whole there are not many occurrences of “dissatisfied” but any at all are a matter of concern, I was wondering if you follow up on any of these or is the survey anonymous preventing this?

Please don’t take all this to be negative though merely observations that I hope can help. The overall survey result is excellent, yourself, Kim and the rest of the team should be very proud of yourselves.

Regards

Brett


--
Brett Carr
Manager DNS and Network Engineering
Nominet UK



From: ICANN-CSC <icann-csc-bounces at icann.org> on behalf of Naela Sarras <naela.sarras at iana.org>
Date: Friday, 7 December 2018 at 17:04
To: "icann-csc at icann.org" <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

Dear Colleagues,

This email is to call your attention to the posting of the results from the Annual IANA Functions Customer Survey Results. Links to the announcement and report are available below.

Also related to measuring customer satisfaction, please note that this week the IANA Functions released phase 1 of the a post-interaction survey where customers can provide immediate feedback regarding the services received. Phase 1 of the release targets completed requests for the domain names function with future phases focused on other request types to follow.

Best regards,
Naela

From: ICANN News Alert <no-reply at external.icann.org>
Reply-To: "no-reply at external.icann.org" <no-reply at external.icann.org>
Date: Thursday, December 6, 2018 at 4:51 PM
To: Naela Sarras <naela.sarras at iana.org>
Subject: [Ext] ICANN News Alert -- IANA Functions Customer Survey Results Available

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News Alert

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________________________________
IANA Functions Customer Survey Results Available

6 December 2018

Los Angeles – 6 December 2018 – Today, the Internet Corporation of Assigned Names and Numbers (ICANN) published the results of its annual survey which measures customer satisfaction of the Internet Assigned Numbers Authority (IANA) functions. Results of the 2018 survey, which accounts for transactions completed between September 2017 and August 2018, reported 96 percent of respondents being "satisfied" or "very satisfied."

View Customer Survey Findings<https://www.iana.org/reports/2018/customer-survey-20181206.pdf> [PDF, 3.47 MB]

The IANA Functions Customer Survey measures perception of satisfaction in relation to documentation quality, process quality, transparency, timeliness, accuracy, reporting and courtesy. In the 2018 survey, customers identified accuracy as the most important measure of performance for the sixth consecutive year, and 96 percent reported satisfaction on that metric. Notably, overall satisfaction ratings across all of the performance categories were the highest ever this year.

While the results of the survey are consistently positive, ICANN continues to explore opportunities for improvement. For instance, some respondents expressed concerns regarding the resolution of customer service issues. To help address this, a post-interaction survey was recently launched where customers can provide immediate feedback regarding the services, with resources dedicated to reviewing and responding in a timely manner.

"Over the years our customers have reported that an annual survey doesn't allow them to provide immediate feedback on their interaction. The post-interaction survey will provide direct, actionable feedback from our customers, and offer a holistic view of our systems and processes to drive future improvements," said Kim Davies, President of PTI, the ICANN affiliate responsible for delivering the IANA functions. Davies added, "The first few years we ran this survey resulted in a 10-11 percent participation rate. But in the last two years, this number decreased in half which was another driver to revamp the surveying approach."

ICANN commissioned Echo Research, LLC, a global reputation consultancy, to administer the survey. Those who make IANA functions transactions – top-level domain operators, protocol parameter and regional Internet registry managers, RFC authors, Internet Engineering Steering Group members, DNSSEC KSK ceremony participants and .INT domain registrants were invited to take the survey. This year, ICANN issued 3,710 invitations with a five percent response rate.

About ICANN

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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