<html><head><meta http-equiv="Content-Type" content="text/html charset=iso-8859-1"></head><body style="word-wrap: break-word; -webkit-nbsp-mode: space; -webkit-line-break: after-white-space;"><br><div><div>Begin forwarded message:</div><br class="Apple-interchange-newline"><blockquote type="cite"><div style="margin-top: 0px; margin-right: 0px; margin-bottom: 0px; margin-left: 0px;"><span style="font-family:'Helvetica'; color:rgba(0, 0, 0, 1.0);"><b>From: </b></span><span style="font-family:'Helvetica';">Glen de Saint Géry <<a href="mailto:Glen@icann.org">Glen@icann.org</a>><br></span></div><div style="margin-top: 0px; margin-right: 0px; margin-bottom: 0px; margin-left: 0px;"><span style="font-family:'Helvetica'; color:rgba(0, 0, 0, 1.0);"><b>Subject: </b></span><span style="font-family:'Helvetica';"><b>IANA Functions Satisfaction Survey Yields Overwhelmingly Positive Results</b><br></span></div><div style="margin-top: 0px; margin-right: 0px; margin-bottom: 0px; margin-left: 0px;"><span style="font-family:'Helvetica'; color:rgba(0, 0, 0, 1.0);"><b>Date: </b></span><span style="font-family:'Helvetica';">January 26, 2014 at 11:01:31 PM GMT+1<br></span></div><div style="margin-top: 0px; margin-right: 0px; margin-bottom: 0px; margin-left: 0px;"><span style="font-family:'Helvetica'; color:rgba(0, 0, 0, 1.0);"><b>To: </b></span><span style="font-family:'Helvetica';">"marie-laure Lemineur (<a href="mailto:mllemineur@gmail.com">mllemineur@gmail.com</a>)" <<a href="mailto:mllemineur@gmail.com">mllemineur@gmail.com</a>>, William Drake <<a href="mailto:william.drake@uzh.ch">william.drake@uzh.ch</a>>, Rafik Dammak <<a href="mailto:rafik.dammak@gmail.com">rafik.dammak@gmail.com</a>><br></span></div><div style="margin-top: 0px; margin-right: 0px; margin-bottom: 0px; margin-left: 0px;"><span style="font-family:'Helvetica'; color:rgba(0, 0, 0, 1.0);"><b>Cc: </b></span><span style="font-family:'Helvetica';">Leo Vegoda <<a href="mailto:leo.vegoda@icann.org">leo.vegoda@icann.org</a>>, "<a href="mailto:gnso-secs@icann.org">gnso-secs@icann.org</a>" <<a href="mailto:gnso-secs@icann.org">gnso-secs@icann.org</a>><br></span></div><br><div><div lang="FR" link="blue" vlink="purple" style="font-family: Verdana; font-size: 18px; font-style: normal; font-variant: normal; font-weight: normal; letter-spacing: normal; line-height: normal; orphans: auto; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: auto; word-spacing: 0px; -webkit-text-stroke-width: 0px;"><div class="WordSection1" style="page: WordSection1;"><div style="margin: 0cm 0cm 0.0001pt; font-size: 11pt; font-family: Calibri, sans-serif;"><o:p> </o:p></div><div style="margin: 0cm 0cm 0.0001pt; font-size: 11pt; font-family: Calibri, sans-serif;"><span style="font-size: 12pt; font-family: Arial, sans-serif;">Dear Marie-Laure, Rafik & Bill,<o:p></o:p></span></div><h1 style="margin-right: 0cm; margin-left: 0cm; font-size: 24pt; font-family: 'Times New Roman', serif; font-weight: bold;"><span lang="EN-US" style="font-size: 12pt; font-family: Arial, sans-serif; font-weight: normal;">We have been asked to bring IANA Functions Satisfaction Survey Results to your attention especially since ICANN will investigate ways to increase participation in next year's survey.<o:p></o:p></span></h1><div style="margin: 0cm 0cm 0.0001pt; font-size: 11pt; font-family: Calibri, sans-serif;"><span style="font-size: 12pt; font-family: Arial, sans-serif;"><a href="http://www.icann.org/en/news/announcements/announcement-15jan14-en.htm" style="color: purple; text-decoration: underline;">http://www.icann.org/en/news/announcements/announcement-15jan14-en.htm</a><o:p></o:p></span></div><h1 style="margin-right: 0cm; margin-left: 0cm; font-size: 24pt; font-family: 'Times New Roman', serif; font-weight: bold;"><span lang="EN-US" style="font-size: 12pt; font-family: Arial, sans-serif;">IANA Functions Satisfaction Survey Yields Overwhelmingly Positive Results<o:p></o:p></span></h1><div style="margin: 0cm 0cm 0.0001pt; font-size: 11pt; font-family: Calibri, sans-serif;"><span class="date-display-single"><span lang="EN-US" style="font-size: 12pt; font-family: Arial, sans-serif;">15 January 2014</span></span><span lang="EN-US" style="font-size: 12pt; font-family: Arial, sans-serif;"><o:p></o:p></span></div><p style="margin-right: 0cm; margin-left: 0cm; font-size: 12pt; font-family: 'Times New Roman', serif;"><strong><span style="font-family: Arial, sans-serif;"><a href="http://www.iana.org/reports/2013/customer-survey-20131210.pdf" style="color: purple; text-decoration: underline;"><span lang="EN-US">Read the report »</span></a></span></strong><span lang="EN-US" style="font-family: Arial, sans-serif;"><span class="Apple-converted-space"> </span>[PDF, 1.19 MB]<o:p></o:p></span></p><p style="margin-right: 0cm; margin-left: 0cm; font-size: 12pt; font-family: 'Times New Roman', serif;"><span lang="EN-US" style="font-family: Arial, sans-serif;">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.<o:p></o:p></span></p><p style="margin-right: 0cm; margin-left: 0cm; font-size: 12pt; font-family: 'Times New Roman', serif;"><span lang="EN-US" style="font-family: Arial, sans-serif;">"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."<o:p></o:p></span></p><p style="margin-right: 0cm; margin-left: 0cm; font-size: 12pt; font-family: 'Times New Roman', serif;"><span lang="EN-US" style="font-family: Arial, sans-serif;">The survey, conducted by Ebiquity, investigated seven critical areas of the IANA functions, including:<o:p></o:p></span></p><ul type="disc" style="margin-bottom: 0cm;"><li class="MsoNormal" style="margin: 0cm 0cm 0.0001pt; font-size: 11pt; font-family: Calibri, sans-serif;"><span style="font-size: 12pt; font-family: Arial, sans-serif;">Documentation quality (100% satisfaction)<o:p></o:p></span></li><li class="MsoNormal" style="margin: 0cm 0cm 0.0001pt; font-size: 11pt; font-family: Calibri, sans-serif;"><span style="font-size: 12pt; font-family: Arial, sans-serif;">Process quality (100% satisfaction)<o:p></o:p></span></li><li class="MsoNormal" style="margin: 0cm 0cm 0.0001pt; font-size: 11pt; font-family: Calibri, sans-serif;"><span style="font-size: 12pt; font-family: Arial, sans-serif;">Accuracy (99% satisfaction)<o:p></o:p></span></li><li class="MsoNormal" style="margin: 0cm 0cm 0.0001pt; font-size: 11pt; font-family: Calibri, sans-serif;"><span style="font-size: 12pt; font-family: Arial, sans-serif;">Courtesy (99% satisfaction)<o:p></o:p></span></li><li class="MsoNormal" style="margin: 0cm 0cm 0.0001pt; font-size: 11pt; font-family: Calibri, sans-serif;"><span style="font-size: 12pt; font-family: Arial, sans-serif;">Transparency (95% satisfaction)<o:p></o:p></span></li></ul><p style="margin-right: 0cm; margin-left: 0cm; font-size: 12pt; font-family: 'Times New Roman', serif;"><span lang="EN-US" style="font-family: Arial, sans-serif;">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.<o:p></o:p></span></p><p style="margin-right: 0cm; margin-left: 0cm; font-size: 12pt; font-family: 'Times New Roman', serif;"><span lang="EN-US" style="font-family: Arial, sans-serif;">"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."<o:p></o:p></span></p><p style="margin-right: 0cm; margin-left: 0cm; font-size: 12pt; font-family: 'Times New Roman', serif;"><span lang="EN-US" style="font-family: Arial, sans-serif;">With the results of the 2013 survey finalized, ICANN will investigate ways to increase participation in next year's survey.<o:p></o:p></span></p><p style="margin-right: 0cm; margin-left: 0cm; font-size: 12pt; font-family: 'Times New Roman', serif;"><span lang="EN-US" style="font-family: Arial, sans-serif;">"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."<o:p></o:p></span></p><p style="margin-right: 0cm; margin-left: 0cm; font-size: 12pt; font-family: 'Times New Roman', serif;"><span lang="EN-US" style="font-family: Arial, sans-serif;">To learn more about IANA, go to<span class="Apple-converted-space"> </span></span><span style="font-family: Arial, sans-serif;"><a href="http://www.iana.org/" style="color: purple; text-decoration: underline;"><span lang="EN-US">http://www.iana.org/</span></a></span><span lang="EN-US" style="font-family: Arial, sans-serif;"><o:p></o:p></span></p><p style="margin-right: 0cm; margin-left: 0cm; font-size: 12pt; font-family: 'Times New Roman', serif;"><span lang="EN-US" style="font-family: Arial, sans-serif;">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<span class="Apple-converted-space"> </span></span><span style="font-family: Arial, sans-serif;"><a href="http://www.ebiquity.com/en" style="color: purple; text-decoration: underline;"><span lang="EN-US">http://www.ebiquity.com/en</span></a></span><span lang="EN-US" style="font-family: Arial, sans-serif;">.<o:p></o:p></span></p><h3 style="margin-right: 0cm; margin-left: 0cm; font-size: 13.5pt; font-family: 'Times New Roman', serif; font-weight: bold;"><span lang="EN-US" style="font-size: 12pt; font-family: Arial, sans-serif;">Media Contacts:<o:p></o:p></span></h3><p style="margin-right: 0cm; margin-left: 0cm; font-size: 12pt; font-family: 'Times New Roman', serif;"><span lang="EN-US" style="font-family: Arial, sans-serif;">James Cole<br>ICANN Global Media Coordinator<br>Washington, D.C.<br>Tel. +1 (202) 570 7139<br></span><span style="font-family: Arial, sans-serif;"><a href="mailto:james.cole@icann.org" style="color: purple; text-decoration: underline;"><span lang="EN-US">james.cole@icann.org</span></a></span><span lang="EN-US" style="font-family: Arial, sans-serif;"><o:p></o:p></span></p><div style="margin: 0cm 0cm 0.0001pt; font-size: 11pt; font-family: Calibri, sans-serif;"><span lang="EN-US" style="font-size: 12pt; font-family: Arial, sans-serif;">Thank you.<o:p></o:p></span></div><div style="margin: 0cm 0cm 0.0001pt; font-size: 11pt; font-family: Calibri, sans-serif;"><span lang="EN-US" style="font-size: 12pt; font-family: Arial, sans-serif;">Kind regards,<o:p></o:p></span></div><div style="margin: 0cm 0cm 0.0001pt; font-size: 11pt; font-family: Calibri, sans-serif;"><span lang="EN-US" style="font-size: 12pt; font-family: Arial, sans-serif;"> </span></div><div style="margin: 0cm 0cm 0.0001pt; font-size: 11pt; font-family: Calibri, sans-serif;"><span lang="EN-US" style="font-size: 12pt; font-family: Arial, sans-serif;">Glen<o:p></o:p></span></div><div style="margin: 0cm 0cm 0.0001pt; font-size: 11pt; font-family: Calibri, sans-serif;"><span lang="EN-US" style="font-size: 12pt; font-family: Arial, sans-serif;"> </span></div><div style="margin: 0cm 0cm 0.0001pt; font-size: 11pt; font-family: Calibri, sans-serif;"><span style="font-size: 12pt; font-family: Arial, sans-serif;">Glen de Saint Géry<o:p></o:p></span></div><div style="margin: 0cm 0cm 0.0001pt; font-size: 11pt; font-family: Calibri, sans-serif;"><span style="font-size: 12pt; font-family: Arial, sans-serif;">GNSO Secretariat<o:p></o:p></span></div><div style="margin: 0cm 0cm 0.0001pt; font-size: 11pt; font-family: Calibri, sans-serif;"><span style="font-size: 12pt; font-family: Arial, sans-serif;"><a href="mailto:gnso.secretariat@gnso.icann.org" style="color: purple; text-decoration: underline;">gnso.secretariat@gnso.icann.org</a><o:p></o:p></span></div><div style="margin: 0cm 0cm 0.0001pt; font-size: 11pt; font-family: Calibri, sans-serif;"><span style="font-size: 12pt; font-family: Arial, sans-serif;"><a href="http://gnso.icann.org/" style="color: purple; text-decoration: underline;">http://gnso.icann.org</a></span></div></div></div></div></blockquote></div><br></body></html>