There's a saying, "you don't know what you don't know," which in my experience applies perfectly to the challenge of accurately assessing the performance of the Ombuds Office. Understanding client experience is key and community members who have used the Ombuds Office have valuable information. Once surfaced, that information will guide change and drive improvement in Ombuds Office services.
With this in mind, I am pleased to announce the first Service Quality Survey for the Ombuds Office. As I mentioned in my March blog, this survey is one way I aim to use community input to strengthen and improve the Ombuds Office.
I have anticipated some questions you might have about the Service Quality Survey, but welcome more questions and suggestions at any time.
What does the service quality survey measure?
The survey questions ask whether the Ombuds Office is upholding its commitments to seven service quality standards. Those standards are:
- Confidential
- Fair
- Clear
- Impartial
- Respectful
- Useful
- Accessible
What will the Ombuds Office do with the survey results?
The Ombuds Office will use the feedback from the survey to measure performance and make improvements so that the Ombuds Office can continue to keep standards high, serve the needs of the community, and deliver on its commitments. Every year, I will share the actions the Ombuds Office has taken in response to feedback from community members.
Who Can Take the Survey?
I have sent the survey to all community members who were in contact with the Ombuds Office between March 2025 and March 2026 about an issue that was in-scope for the office. These community members may have made a one-off request for information, advice, or support, or they may have been part of a complaint or conflict resolution process.
I was unable to send the survey to 25 percent of community members who used the Ombuds Office's services in the last year due to not having an email address or working email address. If you are one of those people and would like to provide feedback, please email [email protected] and I will send you the anonymous survey link.
What if I want to give feedback about the Ombuds Office, but have not received the survey?
You can email me at [email protected] or [email protected].
I am also experimenting, starting now, with an anonymous virtual suggestion box. Feel free to submit to this suggestion box at any time to share your feedback or ideas for the Ombuds Office.
Additionally, the Ombuds Office will continue to run the Experience and Perception Survey periodically to capture the views of the entire community about the Ombuds Office, regardless of whether you have been in contact with the Ombuds Office.
How frequently will the survey be conducted?
I plan to send the Service Quality Survey three times per year, after each ICANN Public meeting, to everyone who has contacted the Ombuds Office since the last survey. We time the surveys in this way – in groups, every four months – to capture recent sentiments as well to preserve anonymity of responses.
Thank you to everyone who has already responded to the survey. Sharing your experience of working with the Ombuds Office really helps us to "know what we don't know" and to learn, grow, and improve.
For more information about Ombuds Office services and support for you or your community group, visit the Ombuds Office webpage. Please let me know if you have questions or feedback. I would love to hear from you: [email protected] or [email protected].