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2020 IANA Functions Customer Engagement Survey Shows Increased Satisfaction in Performance

27-Jan-2021 | Source : The Internet Corporation for Assigned Names and Numbers (ICANN) | Visits : 1888

LOS ANGELES - The Internet Corporation for Assigned Names and Numbers (ICANN) announced in a press release that it has published the results of the 2020 Internet Assigned Numbers Authority (IANA) Functions Customer Engagement Survey which aims to measure engagement and satisfaction among IANA's customers and external stakeholders. The IANA functions are key Internet coordination functions supporting the interoperability of the global Internet performed by Public Technical Identifiers (PTI), an affiliate of ICANN.

The 2020 IANA Functions Customer Engagement Survey asked respondents to rate the IANA functions' performance according to 22 key statements relating to engagement, communication, attentiveness, fairness, responsiveness, and reporting. Each statement was rated on a one to five scale, with one being the lowest and five being the highest level of satisfaction. The overall score amongst all customer segments was 4.1, an increase from 3.9 in 2019.

Survey Results Overview
The IANA team scored the highest ratings for its ability to achieve its objectives (4.3), established credibility (4.3), and ability to cooperate with the community when concerns arise (4.3). The IANA team also received its highest ratings ever from community leadership groups on the quality of its performance reporting (4.4). The Internet Engineering Task Force (IETF) community rated IANA high on its outreach, help desk, and other engagements. Overall, the IANA team received positive feedback in engagement (4.2), transparent communication (4.1), attentiveness (4.1), fairness to customers (4.1), responsiveness (4.1), and quality reporting (4.0).

An area of focus for the IANA team in 2020 was increasing overall participation in the survey. The 2020 annual survey was simplified over previous years, and this contributed to an increase in responses from three percent in 2019 to five percent. While overall participation rates remain relatively low, IANA service is measured with additional mechanisms like the post-interaction survey, which encourages customers to provide immediate feedback after a receipt of service. The IANA team dedicates ongoing resources to constantly review and respond to all customer feedback in a timely manner.

"The annual engagement survey is a useful tool in evaluating our relationship with customers and stakeholders, as well as the quality of service we provide. We're pleased we've been able to sustain our positive relationship with our community, while identifying additional opportunities for improvement," said Kim Davies, VP, IANA Services and President, PTI. "While the survey is just one of the ways we get feedback from our customers, this year's results specifically help us refine our strategy and collaboration with the community in light of the COVID-19 pandemic."

ICANN commissioned Echo Research, LLC, a global reputation consultancy, to administer the annual engagement survey. Stakeholders who oversee IANA functions performance (Regional Internet Registry managers, Internet Engineering Steering Group members, and the Customer Standing Committee) and direct customers who engage with the IANA team through request changes or during industry events (Domain Name System Security Extensions (DNSSEC) key signing key (KSK) ceremony participants and Trusted Community Representatives, root server operators, top-level domain operators, IETF community, and the Country Code Names Supporting Organization (ccNSO) and Generic Names Supporting Organization (GNSO) Councils) were invited to take the survey.


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