Overall, the most frequently used service was "DNS analytics/Whois" (46.5%), with individual registrants using it more extensively, approximately 11.5% more than others. The service with the second-highest overall usage rate was "domain name registration system" (45.0%), where company/organization registrants had a slightly higher usage rate. Additionally, "reading official annual reports and newsletters" had a usage rate of 16.7%, with a slightly higher rate among individual registrants; "Contacted customer service via email, phone, or others" also had a usage rate of around 15.3%, with company/organization registrants significantly more likely to use these services compared to individual registrants.
The satisfaction ratings for the use of related services were calculated as the percentage of respondents who selected "very satisfied" or "satisfied" combined. The highest satisfaction was recorded for "browsed the official website and blog" at 80.0%, followed by "reading the center's annual reports and newsletters", which achieved a satisfaction rating of 74.6%. Other services with a satisfaction rating above 70% included "DNS analytics/Whois" (73.8%), "used the domain registration system" (72.3%), and "contacted customer service" (72.2%).
In evaluating overall satisfaction with the center, registrants expressed above 50% positive feedback for both "Service quality" and "Technical support". Specifically, 62.9% were satisfied with the
"Service quality" provided, averaging a score of 3.9, and "Technical support" had a satisfaction rate of 60.6%, with an average score of 3.8. This year, the satisfaction rate for "Service quality" is
62.9%, a slight decrease of 0.6% from last year's 63.5%. The satisfaction for "Technical support" has also marginally decreased by 0.2% from last year's 60.8%, bringing it to 60.6% this year.
In addition to overall satisfaction, the evaluation also includes measures of trust and perceived service value among registrants. 70.0% of registrants agree with "I trust TWNIC", averaging a score of
4.0, and 66.6% recognize the value of TWNIC's services to their business, with a similar average score of 3.9. Comparing the data of this year with that of last year, there was a 1.2% decrease in trust
levels, from 71.2% last year to 70.0% this year. Compared to last year, there was a marginal increase in positive feedback for service value, from 66.3% to 66.6%.
In the various activities organized by TWNIC, the majority of registrants feel that these initiatives have not significantly negatively impacted their companies/organizations. The activity with the highest positive influence is "Free Registration of New Company Domain Names" at 57.8%, particularly favored by company/organization registrants. This is followed by the "IDN Registration Service for .tw/.台灣 Domain Names" with a positive influence of 50.7%. The "Experimental service of at.tw: customized quick redirects" and "Allowing reserved words of domain names for auction" are also positively perceived, with positive influence of 32.9% and 31.2%, respectively.
Regarding future expectations for TWNIC activities, the most anticipated feature is "Upload videos for future reference" at 53.8%, followed by "Downloadable conference or course content summaries" at 51.0%. Additionally, 39.7% of respondents look forward to "Host Chinese speakers or provide instant translation".
Registrants show a relatively low frequency of attention to policy revisions and adjustments announced by TWNIC. 32.9% indicate they "sometimes" pay attention, and 29.2% "rarely" pay attention, with less than 15% "always" or "often" following TWNIC's announcements.
Similarly, the frequency of attention to internet issues published by TWNIC is low among registrants: 34.8% "sometimes" pay attention, and 27.2% "rarely" pay attention, with under 20% regularly following such issues published by TWNIC.
Regarding future topics of interest, 73.4% of registrants are keen to learn about "Information/Network Security". Additionally, 47% are interested in "Web Development Trends" and 45.3% wish to understand "Innovative Technologies (such as 5G, IoT, AI, etc.)". Compared to last year, there has been a notable increase in registrants" interest in innovative technology topics this year.
Registrants most commonly use "search Engines" to obtain domain-related information, accounting for 62.6%. This is followed by "Official Websites" at 42.2%. When asked about their preferred sources for information from TWNIC, 49.0% of registrants prefer the "Official Website", 25.2% preferred "Newsletters", and 35% indicate no particular preference.
In the past three months, only 5.1% of domain name registrants" companies/organizations experienced external impacts on their domain services. Regarding the perception of TWNIC's services in the last three months, about 41.5% of registrants reported that not using the services or no interaction with TWNIC, and about half (47.9%) felt that there was no change in the services provided by TWNIC. This indicates that external factors have not significantly influenced the services.
Over half of the domain registrants believe that the most urgent improvement needed for Taiwan's ccTLD (.tw/.台灣) is in
In Taiwan, I believe that most of the small and medium enterprises generally consider domain names as a subsidiary product of websites, …so the concept of managing domain names by using them as a brand and identity is still weak among them.
I think this type of education is quite limited in Taiwan. TWNIC has actually produced a couple of good YouTube videos, but I think there are just too few of them. Last year, I remember, they only released one video and did not promote it extensively, …which is really a pity because it is a great video.
But we suggest that TWNIC should provide a web platform. Although we can check a lot of information or execute some commands on the current system , having a web platform… would be beneficial. In addition to domain name registration and management operations, the platform can also provide us with other services such as domain name account management, domain name contact person management, as well as the disclosure of other information including the latest maintenance progress or technical documents, instead of relying so much on e-mail.
Firstly, it's the pricing. Some customers feel that our prices are more expensive compared to overseas registrars. …Secondly, they feel that we are more demanding in terms of documentation requirements. I think the rules or pricing should be uniform, but based on how we operate now, customers feel that the regulations are more relaxed abroad.
But we are more careful, we feel that this is an issue that would affect the rights of the registrants.
I do watch their meetings online, but sometimes I find it difficult to understand the content from the foreign speakers if their English is too perfect. …If simultaneous translation is not available, I would suggest they could use something like YouTube automatic captioning, to do the translation.
In addition to Chinese, you should also provide Chinese-English parallel texts in written form …If they write in Chinese, and we translate it into English, it is sometimes hard to maintain the absolute authenticity of translations and fully interpret what the speakers are trying to convey. We are also wary of mistranslation, which might lead to misunderstandings with foreign customers.