[NCUC-DISCUSS] Fwd: IANA Functions Satisfaction Survey Yields Overwhelmingly Positive Results
william.drake at uzh.ch
Mon Jan 27 09:02:51 CET 2014
Begin forwarded message:
> From: Glen de Saint Géry <Glen at icann.org>
> Subject: IANA Functions Satisfaction Survey Yields Overwhelmingly Positive Results
> Date: January 26, 2014 at 11:01:31 PM GMT+1
> To: "marie-laure Lemineur (mllemineur at gmail.com)" <mllemineur at gmail.com>, William Drake <william.drake at uzh.ch>, Rafik Dammak <rafik.dammak at gmail.com>
> Cc: Leo Vegoda <leo.vegoda at icann.org>, "gnso-secs at icann.org" <gnso-secs at icann.org>
> Dear Marie-Laure, Rafik & Bill,
> 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.
> IANA Functions Satisfaction Survey Yields Overwhelmingly Positive Results
> 15 January 2014
> Read the report » [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
> Thank you.
> Kind regards,
> Glen de Saint Géry
> GNSO Secretariat
> gnso.secretariat at gnso.icann.org
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