Continuous Improvement

We operate the IANA functions with a philosophy of continuous improvement. We invest in a set of ongoing initiatives to listen to the communities we serve, measure the quality of our work, and turn what we learn into concrete changes to our processes, tooling and service commitments.

Listening to our customers

Each year we commission an independent survey of our customers and key stakeholders to assess overall sentiment, identify pain points, and guide where we focus improvement efforts.

In addition to the annual survey, every completed request invites a short transaction satisfaction survey. The top-level results are published continuously as the Satisfaction metric on our performance page, alongside our service level results.

More generally, throughout the year we meet with our customers and stakeholders, both directly and at industry events, to gather their feedback to incorporate into our planning.

Measuring our performance

We report monthly against the service level agreements for each of the IANA functions, and independent third-party audits examine our security and operational controls each year. Together these give the community an objective, published record of how we are performing — and give us an early signal when something needs attention.

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  Engagement Surveys

  Annual independent surveys of our customers and stakeholders, including the full archive of past results.

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  Satisfaction Metrics

  Transaction satisfaction results and service level performance, updated monthly at a glance.

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  Audit Programs

  Independent audits of the security and operational controls underpinning the IANA functions.

Acting on what we learn

Survey findings, satisfaction trends, audit observations and community consultations feed a common improvement program. Recent investments have included modernizing our management systems, refining our published documentation, and evolving our service commitments in consultation with the communities each function serves.

Formal assessments

Our formal quality program dates to 2009, and in 2013 the IANA functions received Committed to Excellence recognition from EFQM, the European Foundation for Quality Management, following an assessment by a panel of independent assessors. While we no longer participate in the EFQM program, its fundamental concepts — adding value for customers, managing with agility, and sustaining outstanding results — continue to inform how we approach improvement today.

We are resuming our investment in formal assessments of our operations. In early 2026 we underwent our first assessment in accordance with the Baldrige Performance Excellence Framework, and its findings are informing the next round of our improvement program.