The 2007 registrar survey: Minor changes since 2004

The general findings from the 2007 registrar survey is that the satisfaction with Norid's services is at about the same level as it was after the last survey in 2004. Also this time the larger registrars are less satisfied with some services than the smaller ones, which confirms that the needs of the two groups to some extent are quite different.

The typical .no registrar is based in Norway. He has a portfolio of less that 500 domain name holders, the registrar business contributes to less than one foruth of the total turnover, and he has experience with registries in other countries as well.

70 % of the registrars is generally satisfied with the services from Norid, and as much as 81 % is satisfied with the processing time. As in 2004, one of three says that they want electronic invoicing, which Norid has made great effort to implement the latest years. Unfortunately, our provider did not have a satisfactory solution for this. Currently we are changing to a new provider and hope to introduce electronic invoicing later this year.

Where the registrars were asked to rank his opinion, they have made use of a scale from 1 to 6 (6 on top). Synovate MMI, who carried out the survey, interpretes the scale as follows:

1,0 – 1,9	Unacceptable weak
2,0 – 2,9	Very weak
3,0 – 3,9	Indifferent
4,0 – 4,49	Satisfactory
4,5 – 4,99	Good
5,0 – 5,49	Very good
5,5 – 6,0	Excellent

The registrar web

As a follow-up of the survey in 2004, we established a dedicated web site where each registrar has access to his specific domain portfolio. During the three years since this service was eastablished, it has reached to be the second most important information channel for the registrars. The registrars are fairly satisfied with the solution in general (score 4,15), while they find specifice elements of content even more useful, especially lists of domains for which the registrar is responsible, lists of possible removals, and lists of renewals (score 4,9 for all). The results so far indicate that the registrar web has become a success.The fact that the registrars find the specific information on the registrar web more useful that the site in general, probably indicates that there are still some services they miss and want to get added.

Knowledge about EPP

The amount of registrars that knows about EPP (new protocol for communication between registrars and Norid as an alternative to email) has grown from 14 % in 2004 to 23 % in 2007. However, the large majority of the registrars still do not know about EPP, and almost half of the registrars don't know whether it will be easy or difficult for them to use it. Only one of three answers that it will be more or less easy to start using EPP. As the new registry system which is under development will be using EPP, there is a need for information about the advantages of using EPP and guidance upon how to get started.

Other technical issues

As in 2004 around three of four registrars know about IPv6 (next generation Internet protocol which is going to replace todays version 4). Very few registrars offer services based on IPv6 to their customers or consider it important that Norid should offer such services. The findings are similar for large and small registrars.

Three of four registrars consider the DNS service to be of a very high quality (score 5 or 6). Among the 11 % that has had some kind of problem with the DNS service, most indicate that they want more often updates. The larger registrars indicate this need more often than the smaller.

Information and communication

The registrars are generally satisfied with the information from Norid, though slightly less than in 2004. 83 % says that they get the information they need to fulfil the reguirements in regard to informing their customers. The majority of those giving suggestions to improve this field, asked for more user-friendly web pages and an easier written language. Additionally especially the larger registrars asked for a FAQ.

When looking at the different information channels, both the web pages and registrar@lists.norid.no have decreased in relative importance since 2004, probably as a result of introducing the registrar web. The Norid web site is still the most important channel, followed closely by the registrar web and the registrar email list.

The registrars are somewhat less satisfied with the email lists and significantly more satisfied with the Norid web site than in 2004. The opinion about the other channels were more og less unchanged from 2004. A comparison of the results for different information channels regarding importance and satisfaction respectively, shows clearly where we need to work for further improvement and where we already go beyond expectations (chapter 5.2.3 in the report).

More than 80 % consider email the most important channel when contacting Norid. Only 16 % consider telephone the most important channel.

Help desk

Almost three of four are more satisfied than unsatisfied with the service from the help desk in general, which is a very good result. There have been no significant changes since 2004 regarding general satisfaction with the help desk. However, there has been a significant increase in the level of agreement with the statement: "When I contact the help desk via phone I get the answers I need". Except from issues on quality of email answers, the larger registrars are less satisfied than the smaller, as were a clear tendency in 2004 as well.

The amount that consider the waiting time for email answers acceptable has increased from 60 % to 70 %, which is very positive as email is considered the most important channel for contact with Norid. Yet there are a potential for improvement. 6 % feels that it takes too long time to get an answer by phone. As many registrars never use the phone when contacting Norid, an amount of 35 % has no opinion of whether the waiting time is acceptable or not.

Statistics

Barely one of five uses the statistic pages within www.norid.no. However, those who use the pages are satisfied.

Requirements for competence

A vast majority (85 %) agrees that Norid should require the registrars to show that they have a certain level of administrative and technical competence. A majority agrees with an introduction of an administrative as well as a technical test, while the registrars are divided equally over whether such a test should be introduced for new registrars only or both for new and experienced.

60 % agrees with registrars gaining extra access to Norid's systems if they have shown good routines over time, while 27 % disagrees.

Ethical guidelines

The majority agrees that the registrars should develop ethcial guidelines, and feels that Norid should help initiating the process. There are no difference between large and small registrar regarding this issue. However, there are som uncertainty regarding both conditions, which probably indicates that the registrars feel that ethical guidelines should be developed by the registrars themselves, which is Norid's position as well.

Division of roles and responsibility

The 2004 survey showed that the registrars were uncertain about the division of roles between Norid and themselves. In consequence of this we have put considerable effort into informing about these issues the last years. The current survey results indicate that this message has reached the registrars, and that the registrars have perceived that Norid is indeed acting according to the principles that govern the role. The results are very good:

• 63 % agrees to the claim "Norid only does basic services and sets everything else out for competition among the registrars". 18 % disagrees to the claim. The larger registrars are more in agreement than the smaller.
• 76 % agrees to the claim "Norid acts neutral in regards to different business models and technical solutions among the registrars". 9 % diagrees to the claim. The larger registrars are more in agreement than the smaller.
• 56 % agrees to the claim "Norid treats all registrars equally". 13 % disagrees to the claim. There are no variation between groups of registrars in regards to this question.
• 68 % agrees to the claim "When creating the domain name policy for .no, Norid balances the interests of all groups, such as authorities, holders, registrars and consumers". 18 % disagrees to the claim. The smaller registrars are more in agreement than the larger.
• 76 % agrees to the claim "Norid administers .no for the benefit of society". 17 % disagrees to the claim. The smaller registrars are more in agreement than the larger.

Reasons for Norid to terminate the registrar agreement

Finally the registrars were asked to give their opinion about spesific issues that may lead to termination of the registrar agreement. Some of the major reasons for Norid terminating the agreement - falsification of information and defaults - are well-known (90 % true answers). Three of four are aware that missing holder's declaration forms can lead to termination, but barely more than the half of the registrars knows that too low activity may have consequences for the agreement. There is a obvious need to inform better about why the registrars have to keep their contact information updated, as only one of four registrars are aware that incorrect contact information can lead to termination of the registrar agreement.

Read the entire report (in Norwegian only)