arin 34 arin customer survey report

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Customer Survey Report Richard Jimmerson Chief Information Officer

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ARIN 34 ARIN Customer Survey Report by Richard Jimemrson. Presentation at: https://www.arin.net/participate/meetings/reports/ARIN_34/mem.html

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Page 1: ARIN 34 ARIN Customer Survey Report

Customer Survey ReportRichard Jimmerson

Chief Information Officer

Page 2: ARIN 34 ARIN Customer Survey Report

Customer Service Survey

https://www.arin.net/about_us/corp_docs/customer_survey/

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Page 3: ARIN 34 ARIN Customer Survey Report

Post-Survey Activity

• Customer advocate review and approval of

all changes to customer facing products and

services

• Incorporate Internet Governance Content

Into Meeting Agendas

• Refine Registration Process Documentation

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Page 4: ARIN 34 ARIN Customer Survey Report

Transaction Surveys

• All IPv4, IPv6, and AS number requests

provide a link to a transaction survey

• Results are reviewed by RS Director

regularly and reported to COO, CIO

• Staff makes adjustments in response to this

ongoing feedback

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Page 5: ARIN 34 ARIN Customer Survey Report

Feedback Button (155 uses)April 5 – October 1 2014

5

48

2529

53

Intended Use

"Internet Help Desk"

"Stop Attacking Me"

Tests and Spam

Page 6: ARIN 34 ARIN Customer Survey Report

Sample Intended Uses

• Site is slow, and fails to load pages.

Eventually loads after many retries. Most

problematic when filling out forms.

• <Person 1> no longer works for us. How

can he be removed? In addition, I would

like to add <Person 2> and let him have the

same functionality as <Person 1>. Can this

be done? Thanks

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Page 7: ARIN 34 ARIN Customer Survey Report

Sample “Internet Help Desk” Uses

• recently, my internet worked well, but it is becoming really unstable, especially when iplaying computer games (dota2), it is really easy to disconnect. could you please check it? thank you. <postal address redacted>

• I forgot my password from Facebook and yahoo I need help to log in help me please.

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Page 8: ARIN 34 ARIN Customer Survey Report

Sample “Stop Attacking Me” Uses

• Someone is sending SPAM emails that look like they are coming from my email. THe IP address that they are sent from points back to ARIN - IP: 10.30.71.210 Please contact me to resolve this matter.

• I have traced your IP address trying to gain access into my system and am advising you to stop spying on my Computer. Stop your actions and leave me in Peace.. lets make the internet a safer place to communicate honestly with one another.

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Page 9: ARIN 34 ARIN Customer Survey Report

Thank You