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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 [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.
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.