The annual third party IANA functions customer survey has revealed that 94 % of customers were “satisfied” or “very satisfied” with services they benefited from September 2014 until August 2015. This score is an indicator of progression regarding the level of satisfaction, the level of satisfaction being of 93 percent between 2013 and 2014 compared with 2014-2015 year.
In 2013, in the performance standards discussion, there were detected 7 performance indicators that measure the IANA Functions Customer Survey, such as process quality, timeliness, accuracy, documentation quality, transparency, courtesy and reporting. In the 2015 study, the accuracy indicator was voted as the most important performance indicator for the previous three years and IANA area gained a 98 % satisfaction.
The 2015 year registered an increase in comparison with the past years concerning reporting, timeliness and process quality. Compared with 2014, the number of TLD managers that required routine changes while reported being pleased with the accuracy of the service, grew with 10 percent. For over two years, the number of customers who reported being pleased with the solution of their customer service problems, grew with 24 percent.
Although the results of the study looks good, we intend to further explore opportunities for progress. In the 2015 survey, responses showed a necessity of improvement related to certain forms that customers use and that IANA should ensure status updates for the customers when administering delegation demands. In addition, ICANN expressed its intention to verify the methods of sending this feedback in the future.
The administration of the survey was handed to Ebiquity, a worldwide marketing, media and reputation consultancy, by ICANN since 2013. The survey, besides showing useful feedback for the IANA area, uses rates as points of reference for which ICANN can manage process amelioration. While study individual responses stay anonymous for the candidate’s comfort, claimants are separated according to association to help ICANN better comprehend the necessities of different customer groups.