Stakeholder Survey 2020

Online Survey A third-party provider supplied access to the online survey instrument - SurveyMonkey The survey period: From August 3, 2020 to September 7, 2020
Stakeholder	Sample Requirements	Email Sent	Valid Email Amount	Click-through Rate
Domain Name Registered Registrant	Registrants who registered the .tw/.台灣 domain name in the past year, excluding those who registered Chinese domain names.	59,244	1,534	2.6%
Chinese domain name registrant	Registrants who registered the .tw/.台灣 domain name in the past year, i.e., registrants who were affected by the new policy.	1,534	91	5.9%
IP Members	-	316	57	18.0%
TWCERT/CC Newsletter Subscribers	Newsletter subscribers	4,312	566	13.1%
Stakeholder	Sample Requirements	Valid Email Amount
Domain Name Registered Registrant	Registrants who registered the .tw/.台灣 domain name in the past year, excluding those who registered Chinese domain names.	1,534
Chinese domain name registrant	Registrants who registered the .tw/.台灣 domain name in the past year, i.e., registrants who were affected by the new policy.	91
IP Members	-	57
TWCERT/CC Newsletter Subscribers	Newsletter subscribers	566

In-depth Interviews The interview period: From August 28, 2020 to September 24, 2020
Stakeholder	Sample Requirements	Number of Interviewees
Domain Name Registrar	-	5
Taiwan CERT/CSIRT Alliance	-	4
Relevant Government Agencies	Points of contact with frequent operational engagement	3
ICANN and APNIC	International organizations responsible for administering internet resources	2

Service Usage and Satisfaction

According to the purposes of application for IPs, the members are divided into "IP registrants (Non-IP registrars)" which "apply for IPs to be used by themselves" and "IP registrars" which "apply for IPs to be used by other companies/agencies." The ratio between both categories is 7:3, and "IP registrants" account for the majority in this survey.

In the further analysis of the satisfaction evaluation of using related services, the uses of the various services were mostly positive evaluations; among those who chose satisfied and very satisfied, the satisfaction levels for "IP address/ASN issuing and Second Opinion reviewing" were as high as 100%. The satisfaction level of "participate in TWNIC educational training," "global IP address and AS number statistics" and "contact customer service through phone and email" were also all over 90%.

Usage Rate
Satisfaction Level

	IP Member n=57	IP Registrant n=38	IP Registrar n=19
Contact customer service through phone and email	43.9%	44.7%	42.1%
Use RPKI management system / RPKI Validator website	43.9%	39.5%	52.6%
Participate in TWNIC seminar	40.4%	34.2%	52.6%
IP member registration / IP member registration website	38.6%	50.0%	15.8%
Use RMS resource management system	38.6%	36.8%	42.1%
Participate in TWNIC educational training	33.3%	23.7%	52.6%
Browse website and blog of the Center	29.8%	26.3%	36.8%
Read annual reports and newsletters of the Center, ISP yearbook website and other contents	28.1%	26.3%	31.6%
Global IP address and AS number statistics	26.3%	26.3%	26.3%
IP address / ASN issuing and Second Opinion reviewing	21.1%	26.3%	10.5%
Taiwan IPv6 global ranking website	15.8%	15.8%	15.8%
Follow social networks of the Center	12.3%	10.5%	15.8%

Source: Online Survey (2020)

	n=	Good	Great
Contact customer service through phone and email	25	44.0%	48.0%
Use RPKI management system / RPKI Validator website	25	56.0%	32.0%
Participate in TWNIC seminar	23	52.2%	30.4%
IP member registration / IP member registration website	22	45.5%	36.4%
Use RMS resource management system	22	63.6%	18.2%
Participate in TWNIC educational training	19	63.2%	31.6%
Browse website and blog of the Center	17	41.2%	47.1%
Read annual reports and newsletters of the Center, ISP yearbook website and other contents	16	43.8%	37.5%
Global IP address and AS number statistics	15	53.3%	40.0%
IP address / ASN issuing and Second Opinion reviewing	12	75.0%	25.0%
Taiwan IPv6 global ranking website	9	44.4%	44.4%
Follow social networks of the Center	7	28.6%	28.6%

Source: Online Survey (2020)

Evaluation of the Overall Satisfaction and Value Perceptions

Judging from the overall satisfaction evaluation of IP members for the Center, there was positive evaluation whether or not it was for "service quality" or "technical support" and they were all over 80%; the satisfaction level for the service quality was as high as 87.7% and the satisfaction level for "IP address allocation" was even as high as 91.2%. Further analysis of the overall satisfaction of "IP Registrant" and "IP Registrar" showed that "IP Registrar" gave higher satisfaction for the "service quality" index and "IP Registrant" gave higher satisfaction for "technical support" and "IP address allocation."

The satisfaction level for service quality this year is 87.7%, which dropped 4.8% compared to the 92.5% last year.

2020
2019

Service Quality

Technical Support

IP Address Allocation

n=57
Source: Online Survey (2020)

Service Quality

Technical Support

IP Address Allocation

n=40
Source: Online Survey (2019)

For the trust and value experience evaluation indices, the performances of both indexes were better than the overall satisfaction level. Respondents who chose "agree" were both over 50%, and both of their average scores were 4.4 points. There were no significant differences between the satisfaction levels of "IP Registrant" and "IP Registrar" and this shows that stakeholders highly approve of the Center’s service experience and trust.

2020
2019

Trust to TWNIC

Value of TWNIC Service

n=57
Source: Online Survey (2020)

Trust to TWNIC

Value of TWNIC Service

n=40
Source: Online Survey (2019)

Evaluation of Service Value Perceptions

According to the value experience evaluation of IP members for the various registration businesses, their value experiences for the main service items "IP member registration / IP member registration website" were the highest at 82.5%. They also had 80% value experience for "global IP address and AS number statistics." Their value experience for "IP address / ASN issuing and Second Opinion reviewing" was 77.2% and their value experience for the rest of the index items were all at around 70%.

n=57
Source: Online Survey (2020)

Support and Service

A total of 57.9% of IP members have IPv4 scarcity-related troubles. The main trouble is "IPv6 provisioning or conversion" . 96.8% of the IP members think that the Center needs to provide related help for the scarcity of IPv4. The required assistance that TWNIC can provide:

n=33
Source: Online Survey (2020)

Among the difficulties provisioning IPv6, the difficulty that people faced the most is no motivation – "there is no clear business, technical advantage or reason to adopt IPv6" (60%). The second difficulty is on the client-end; for example, "our customer is not yet ready to use IPv6" (47.5%) and "customer does not need IPv6" (35%).

50% of the IP members indicated that they have already started plans to provide or convert to IPv6. Generally speaking, 22.8% have already completed provisioning and converting, 30% have not finished yet and 14.0% have plans to do so but have not started yet. Almost 80% of IP members think that IPv6 provisioning required related help from the Center. The required assistance that TWNIC can provide:

n=57
Source: Online Survey (2020)

Expectations and Recommendations

Most respondents wish that TWNIC can "provide other services and support" in the future, such as: "provide more IPv4," "encourage reducing bandwidth cost," "provide more ISP commercial price standards and specifications" or "continue to play the role of network technical support".

n=57
Source: Online Survey (2020)