ICANN announced that 94 percent of IANA functions customers reported being "satisfied" or "very satisfied" with these functions. The customer survey findings are published on the ICANN official website. Since 2013, ICANN has commissioned Ebiquity, an experienced global consultancy, to conduct this survey on an annual basis.
Survey respondents assess IANA performance in seven categories: documentation quality, process quality, transparency, timeliness, reporting, accuracy, and courtesy. Accuracy has been identified by customers as the most important performance indicator for the past three years. This year, IANA earned a 98 percent satisfaction rate regarding accuracy. Since 2013, the number of customers who reported being satisfied with the resolution of their customer service issues increased by 24 percent. ICANN representatives say that the survey results are positive overall and that they will continue to explore opportunities for improvement.
