Hello,

As discussed in our last meeting, I drafted a brief report on the types of surveys we conduct, and how it relates to the IANA Naming Functions Annex A, 3 (e). It includes the results of customer satisfaction for the months of May-July per your request:

Background

From 2012-2018, IANA customer service satisfaction was measured through an annual survey as mandated by the NTIA contract and subsequently the IANA Naming functions contract.

In 2012, the team used Survey Monkey to conduct the survey. Feedback received by the community at the time indicated a need to ensure anonymity and unbiased reporting. To address these concerns, a third-party vendor was selected to administer the survey starting in 2013.

By 2015, the team had a few years of reporting to trend results, and it was identified that waiting one year to ask for feedback on requests that many times were one-offs was not ideal. Many requestors provided feedback that they didn’t remember their experience working with IANA after so many months passed. To address this issue, a project to develop a post-ticket survey was created. But due to the ongoing IANA Stewardship transition efforts, this tool became a lower priority and therefore, only launched at the end of 2018 and codenamed How did we do? (HDWD).

Although the HDWD tool addressed the timeliness of the feedback received and provided the team with the ability to receive and resolve complaints quickly, there was still a contractual obligation to conduct an annual survey. So, to avoid collecting the same feedback in two different settings, the team restructured the scope of the annual survey to be focused on measuring customer satisfaction with engagement efforts performed by PTI as it would complement the post-ticket, request-driven scope.

Annual Engagement Survey

Measures satisfaction with our engagement efforts. Full reports can be found https://www.iana.org/performance/engagement .

Note that prior to 2019, the focus of the survey was still on customer service satisfaction and therefore the methodology and questionnaire was different if looking at reports from 2012-2018.

How did we Do? Survey (HDWD)

The How did we Do? (HDWD) Survey measures satisfaction with direct customer requests. Anytime a request is received and resolved through our ticketing system, the customer will receive a one question survey. 

Once a response is selected, there is an option to add open ended comments regarding the feedback. The continuous improvement team tracks responses and ensures all dissatisfied customers receive an acknowledgement in a timely manner. The monthly satisfaction is currently published here: https://www.iana.org/performance , but more comprehensive external reporting is not published. 

The team is currently working on evaluating these survey methodologies and assessing how to evolve it while still meeting the contractual deliverables.

Results from May-July 2024

I hope this information helps but happy to continue the discussion if there are more questions on this.

Thanks,

Marilia Hirano - PTI Liaison to the IFR2