1) AFRINIC conducted a satisfaction survey that received 117 responses from members across Africa and elsewhere. 2) The overall customer satisfaction index for AFRINIC was 71 points, with 55% of respondents satisfied and 16% very satisfied. 3) Key strengths included IPV6 deployment (85 points) and public information services (69 points). Weak areas included training (53 points) and e-learning (58 points).

1. AFRINIC Stakeholders Satisfaction Survey
Report 23rd November 2012
©TNS 2012
©TNS 2012

2. Contents
1 6
Proposal & Methodology 03 A- General member’s feedback 15
2 7
Executive summary 04 B- General African stakeholders’ section 21
3 8
Way forward 06 C. AFRINIC Public information services 36
4 9
Overall customer satisfaction 08 Appendix 41
5
Net promoter Score & Customer Typology 11
©TNS 2012
©TNS 2012

3. Proposal & Methodology
The aim of the study was to
This is what gauge the perception of AFRINIC
you have asked members with regards to its level
us to of services as well as identifying
investigate the needs and expectation of its
customers.
A web questionnaire was
designed and published online by
the TNS Analysis team.
Thereafter, AFRINIC sent
Our key invitation to its highly valued
methodology members to fill in the
was questionnaires online.
117 members responded to the
survey from 7th October to 19th
November.
©TNS 2012
©TNS 2012

4. Executive summary
Overall Performance of AFRINIC
The Customer Satisfaction Index of AFRINIC is 71 points. The shares of satisfied and very
satisfied customers are 55% and 16% respectively, while 5% mentioned that they are not
satisfied with the service provided by AFRINIC.
1 When analyzed across different touch points, the Public Information Services of AFRINIC is
seen to be the most appreciated section with 69 points followed by the General African
stakeholders section with 65 points. However, General Member’s Feedback section obtained
the lowest score of 63 points.
Section A- General member’s feedback
This section regrouped 3 categories namely: Member’s feedback with a score of 68 points,
Registration and Administration services 61 points and Corporate Governance 59 points.
Members shared a medium consensus on overall and would like AFRINIC to pay particular
attention to the following services which are rated as most important such as: ‘ Internet
number statistics’, ‘Training services ’, ‘Root server deployment in the region’ , ‘DNSSEC’ ,
‘DNS service support for ccTLD’ and ‘Internet community support’.
2 As far as the Registration and Administration services are concerned, mixed opinions were
shared with relatively lower scores attributed to Membership administration (56 points),
Resource Management (59 points) and Billing system (58 points).
Similarly Corporate governance was averagely favored by the respondents. The voting
structure of AFRINIC scored the minimum with 54 points. However, members seemed to be
disappointed with the rules of AFRINIC since the following attributes obtained quite low
scores with 61 points each: 'AFRINIC and its Board of Directors represent my organization's
interest' and 'AFRINIC's organisational structure as per its bylaws'
©TNS 2012
©TNS 2012

5. Executive summary
Section B- General African stakeholders section
Average performance was recorded for the General African stakeholders section with 65
points. IPV6 Deployment was the only attribute to achieve a green score with 85 points.
Yellow scores are registered for Support for Public Internet Infrastructure development with
67 points and AFRINIC communication with 61 points. However, the training and e-learning
section recorded both red scores of 53 points and 58 points respectively.
3 Training Services was seen to be the major weakness of AFRINIC. Except for the content of
training to develop efficient Internet Operations skills, all remaining metrics of this section
remained within the red light. Paying a fee to have more training session achieved the
lowest score of 41 points. With regards to the importance that AFRINIC should place on the
training services: ‘Sharing training materials openly’ and ‘Providing practical & technical
training other than LIRs’ are highly valued by the respondents.
Section C- AFRINIC Public information services
Compared to the previous sections, AFRINIC Public information services can be considered
to be the main strength of AFRINIC with 69 points.
AFRINIC’s level of engagement with various governments and authorities were highly valued
by respondents. However, medium consensus was noted for the engagement of AFRINIC
4 with governments in its service region.
As far as the involvement of AFRINIC is concerned respondents shared the same consensus
upon the need of more involvement on the level of deregulation on Internet service. When
it comes to suggestion, ‘share best practice info’ was top rated with 69% on how AFRINIC
should engage more with government followed by ‘Government participation at AFRINIC’s
meeting with 57%.
©TNS 2012
©TNS 2012

6. Way forward
Standardize services across all countries
The study reveals that respondents coming from different countries do not share the same
opinion regarding the services offered by AFRINIC. Some complained about the administration
system, Internet services (slow access), Billing services (accounting problems), corporate
1 governance (remote voting structure) among others.
Since AFRINIC is the sole Regional Registry for Internet Number Resources serving the
African Internet Community, maintaining a good service across the regions will consolidate the
trust of members. AFRINIC members cooperation and involvement are essential for the future
growth of AFRINIC.
Provide training- IPV6
The training section recorded the lowest score. Therefore, AFRINIC should focus more on this
segment as members mentioned that most of them are unfamiliar with some techniques.
AFRINIC should continue sharing training materials openly as this method remains the most
suitable for and accessible to all countries. Maybe AFRINIC should provide an online customer
service where an agent responds instantly to all problems encountered by members.
2 Moreover, since IPV6 is quite new to most members, AFRINIC should organise several
workshops to ensure the smooth transition and train members about different migration
scenarios.
As mentioned in the study, the budget for the IPV6 transition seemed to be problematic for
some African countries and NGO's. AFRINIC could help them by organising fundraising
activities during conferences and other regional meetings.
©TNS 2012
©TNS 2012

7. Computation of Customer Satisfaction Index (CSI)
To have an overall picture of the appreciation of the customers, a score was calculated
following the procedure mentioned below:
Step 1 Step 2
Weighting each criteria Traffic light
Likert scales were used through out the To enable a clearer perspective of all the
whole questionnaires. 3 different types of
different aspects measured, a Traffic Light
scaling were used namely; Strongly disagree
to Totally agree, Not important at all to very signal concept was used and applied on the
important and Too much involvement to Customer Satisfaction Indices (CSI), where
Need more involvement. Green was defined as a Strength on CSI > 75
Scale 1: points, Yellow as Average Performance on CSI
Scale 2:
Strongly disagree =0 Not important at all=0
lying between 60 and 74, while Red was rated
Disagree =25 Not important =25 as an area of weakness on CSI < 60.
Neutral =50 Neutral =50
Agree =75 Important =75
Totally agree =100 Very important =100
Scale 3: Scores = > 75
Too much involvement =100
Fair involvement =75
Scores between 60-74
Neutral =50 Scores below 60
Need involvement =25
Need more involvement =0
©TNS 2012
©TNS 2012

8. Overall customer
satisfaction
©TNS 2012
©TNS 2012

9. Overall customer satisfaction
The customer satisfaction index of AFRINIC stands at 71 points, where 55% of the respondents
are satisfied with the overall performance of AFRINIC followed by 23% who are indifferent and
16% who are very satisfied. However, we also find that 4% of the respondents are not satisfied
at all with the overall performance of AFRINIC.
How would you rate the overall performance of AFRINIC?
1% 4%
16%
Very satisfied(9,10)
23%
Satisfied(7,8)
Neutral(5,6)
Not satisfied(3,4)
Customer
satisfaction index Not satisfied at all(1,2)
71
56%
©TNS 2012
©TNS 2012 Base: 92respondents

10. Dashboard of results
Globally, the performance of AFRINIC is quite satisfactory with average scores across all
touch points tested. IPV6 deployment score the maximum with 85 points, followed by
Internet Governance and Public Affairs with 75 points. However, AFRINIC should pay more
attention to the Corporate Governance section , training section and the E-learning website
services since scores are below the standard with 59, 53 and 58 points respectively.
Section A- General member’s feedback
Member's feedback 68
Registration and Administration services 61
Corporate Governance 59
Overall score of section A 63
Section B- General African stakeholders section
AFRINIC Training 53
AFRINIC E-learning website 58
AFRINIC communication 61
IPV6 Deployment 85
Support for Public internet Infrastructure development 67
Overall score of Section B 65
Section C- AFRINIC Public information services
AFRINIC public information services 62
Internet Governance and Public Affairs 75
Overall score of section C 69
Overall score of AFRINIC 65
©TNS 2012
©TNS 2012

11. Net promoter Score
&
Customer typology
©TNS 2012
©TNS 2012

12. Net Promoter Score (NPS)
The new approach to NPS is based on the fundamental perspective that every company's customers can be divided into three categories, given below, by asking them one
question : How likely is it that you would recommend [AFRINIC] to a friend or colleague?
• Promoters : Customers who give a score of score 9-10 and are therefore loyal enthusiasts who will keep buying and refer others, fueling growth
• Passives : Customers who give a score of score of 7-8 and are defined as satisfied but unenthusiastic customers who are vulnerable to competitive offerings.
• Detractors : Customers who give a score of 0 to 6 and are thus unhappy customers who can damage your brand and impede growth through negative word-of-mouth.
Net Promoter Score (NPS) is the % of customers who are Promoters minus % who are Detractors
The net promoter
score for AFRINIC
stands at 17%. The
share of promoters is
quite high with 41%
41% 24%
35% v.s 24% of Detractors.
NPS = 41%-24%= 17%
©TNS 2012
©TNS 2012 Base: 92respondents

13. Customer typology- explanatory note
The NPS is an indicator of growth. To better analyse customer potential, we propose a typology of customers which takes into account the satisfaction level, recommendation potential and future purchase intention. The Typology describes the business situation of a company by identifying four types of
customer relationships – the Ambassador, Uninvolved, Disillusioned and Critics relationships – based on the two major Index components Satisfaction and Loyalty.
This typology is based on 4 questions (i) first two questions, representing ‘Satisfaction’ and (ii) last two questions representing ‘Loyalty’
1. How would you rate the overall performance of AFRINIC?
2. How likely are you to recommend AFRINIC?
3. How likely is it that you will continue working with AFRINIC in the future?
4. How would you rate the technical advantage of working with AFRINIC?
Uninvolved
Satisfied with your performance but not Ambassador
particularly loyal; their level of support is Highly satisfied with your performance and loyal
weak in that they will give your organisation full support
Satisfaction
Critics
Disillusioned
Critical of your performance at present, but still
Dissatisfied with your performance and
disloyal; will resist initiatives and challenge willing to give you support possibly
your efforts; major source of negative word-
of-mouth
Loyalty
©TNS 2012
©TNS 2012

14. Customer typology
57% of the members are seen to be loyal and satisfied with the service delivered by
AFRINIC, while 14% are disillusioned. Despite being satisfied with AFRINIC services, 4% will
go towards another operator if they are offered better deals while the rest 25% have no
choice than to continue using the services of AFRINIC although they are not satisfied with
the service.
Ambassador
Low satisfaction High satisfaction
Uninvolved
57%
4%
14%
25%
Disillusioned Critics
Low Loyalty High Loyalty
Base: 92respondents
©TNS 2012
©TNS 2012

15. A. General member’s
Feedback
Member's feedback 68
Registration and
61
Administration services
Corporate Governance 59
Section A 63
©TNS 2012
©TNS 2012

16. Stake holder type
Are you or your Organisation an 57% of the organisations surveyed said they were an AFRINIC
AFRINIC member? member. 94% of the interviewed sample forms part of the 55
economies served by AFRINIC. When it comes to respondents
location, most respondents are from South AFRICA (13%) and
Nigeria with 9%. Among the other countries, 5 respondents
43% Yes came from USA.
57% No
Respondent Location
South Africa 13%
Nigeria 9%
Ghana 4%
Cameroon 4%
Does your Organisation Operate in any of
the 55 economies served by AFRINIC? Burkina Faso 4%
Lesotho 3%
94% Kenya 3%
Gambia 3%
Libya 3%
Tunisia 3%
Countries of those who are
Tanzania 3%
not served by AFRINIC
Niger 3%
Zimbabwe 3% Country Number of
Democratic Republic of Congo 3% respondents
6% Côte d'Ivoire 3%
USA 5
Chad 3%
Gabon 3% Switzerland 1
Yes No
Egypt 3% Finland 1
Base N: Total respondents = 117
Base S: Forms part of AFRINIC = 110
Base Z: Do not form part of AFRINIC = 7
©TNS 2012
©TNS 2012

17. Member’s feedback
71% of respondents are holders of a MyAFRINIC account compared to 21% who are not. The overall services
provided by AFRINIC is perceived as quite average with 71 points. Moreover the attribute ‘value members get from
AFRINIC justifies the cost’ obtained a medium consensus with 65 points. ‘Internet number statistics’, ‘Training
services ’, ‘Root server deployment in the region’ and ‘DNSSEC’ are among the services mostly valued by the
respondents (green score). However, there is ground for improvement when it comes to ‘Membership statistics’ &
‘Outreach activities’, which are averagely valued by the respondents.
Are you a MyAFRINIC account holder?
29% In future planning for AFRINIC, what importance
would you place on the following activities?
Yes
No Resource certification services
72
(RKPI)
71% Internet number statistics 79
Membership statistics 66
Training services 86
How would you rate the performance of
Meeting coordination/management 71
AFRINIC in general?
Root server deployment in the
88
region
Overall, the services 84
71 DNSSEC
provided by AFRINIC are
satisfactory DNS service support for ccTLD 81
Outreach activities 70
The value members get from 65
AFRINIC justifies the cost Internet community support 79
68 Total 78
Total
Base: 69 respondents
©TNS 2012
©TNS 2012

18. Registration and Administration services
The Registration and Administration services
record red and yellow scores, which leads us to
How would you rate the following statements about say that respondents share low consensus are
AFRINIC services? these attributes. Overall, we find that ‘AFRINIC
The AFRINIC Policy Development Policy Development’, ‘Facility to obtain Internet
Process is an effective way of developing
64 number resources’, ‘Resource Registration
Internet Number Resource Management
Services’, ‘Members Helpdesks’, ‘Ability to
policy
The procedure for obtaining Internet
solve queries’ and ‘AFRINIC fee’ among the
number resources (IPv4, IPv6 and ASNs) services obtaining a higher score while
67 ‘features to support membership
from AFRINIC is clear and
straightforward. administration’ score the lowest score.
AFRINIC Resource Registration Services
62
are satisfactory and timely
Further comments about Registration
AFRINIC member liaison (Members services/Number of respondents
60
Helpdesk) provides appropriate response Perhaps have an online walk through
to technical and services enquiries (Wizard) to register ASN and IP numbers.
AFRINIC provides timely and appropriate Current process is too technical. 1
responses for billing and administration 60
Seem to be a bit slow at the moment 1
inquiries
AFRINIC fee structure is fair 61 It was not very easy for NIRA to get its IP
MyAFRINIC features to support address allocation from AfFRINIC. It took
membership administration are 56 very long time to even confirm the money
adequate NIRA paid for the service. 1
MyAFRINIC features to support request
Further comments about Administration
and resource management are 59 services/Number of respondents
satisfactory
MyAFRINIC features to support billing Slow to respond 1
58
and payments are adequate The need to harmonize processes is critical
Total 61 1
in the administrative services
Base: 60 respondents
©TNS 2012
©TNS 2012

19. Billing services
AFRINIC currently offers two methods to pay bills 95% of respondents agreed upon the current
(wire transfer and credit card). Are there other payment methods provided by AFRINIC while 5%
payment options you would like
to see provided?
preferred to use other payment method( 2
respondents quoted PayPal). However, there are 4
respondents who mention the difficulties that they
5% faced with the Billing services provided by AFRINIC.
Current pay-
ment methods Further comments about the Billing services/Number of
Other method respondents
Afrinic to send Bills via traceable courier services
(UPS, DHL,....etc) and it is better to be sent in
1
95% November or December in order ISPs can take
advantage of discount of payment on time
Accounts don't seem to be updated, discounts for
Other payment methods/ Number of respondents prompt payments are never reflected - we tend to 1
have to query everything.
Paypal 2
Having country liaisons 1 The billing services should be seamless with the
who would receive the 1
membership service.
cash and pay to AFRINIC
We have had problems regarding billing. 1
Base: 56 respondents
©TNS 2012
©TNS 2012

20. Corporate Governance
The overall score for corporate governance is quite low with 59 points. With regards to the
services provided, most of them are averagely favored by the respondents. However, there is
evidence for improvement when it comes to AFRINIC current voting structure which obtains the
lowest score with 54 points.
How would you rate the following Further comments about the corporate governance
services/Number of respondents
statements about AFRINIC services?
"GOOD LUCK , DO YOUR BEST" (especially to our president as member in
AFRINIC and its Board of 1
the Board of Directors in AFRINIC's organisation)
Directors represent my
61 The member who signs a membership agreement with us may vote at
organization's interest to my AFRINIC Public Policy Meetings. I thought there are no final votes,is
satisfaction 1
mailing list final? I thought also non-members have equal rights in public
The value members get from policy meetings?
59 I have no idea about the current voting structure, Afrinic's Corporate
AFRINIC justifies the cost 1
Governance or Organisation Structure
I am satisfied with the current 54 I Jjust want to encourage you 1
AFRINIC voting structure I think that Afrinic's members aren't really aware of all that goes on the
1
in background and what needs voting etc.
Are you satisfy with AFRINIC's It needs to be update 1
organisation structure as per its 61 Remote voting should be fast tracked. 1
bylaws? The knowledge we have about AFRINIC is very limited and most of the
Total 59 questionnaire is very new to us. This could be clarified if and only if one
1
of AFRINIC official visit us and explain to us about AFRINIC. Sending
written document is not enough.
Base: 60 respondents
©TNS 2012
©TNS 2012

21. B. General African
stakeholders section
AFRINIC Training 53
AFRINIC E-learning website 58
AFRINIC communication 61
IPV6 Deployment 85
Support for Public internet
67
Infrastructure development
Section B 65
©TNS 2012
©TNS 2012

22. AFRINIC training section(1)
Training Services is seen to be the weakness of AFRINIC where nearly all metrics are within the red light.
‘Training content to develop efficient Internet Operations skills ’ obtained the highest score. The respondents
do not favor (red score) when it comes to ‘Pay a fee for more training session’. With regard to importance
that AFRINIC should place on the training services ; ‘Sharing training materials openly’ and ‘Providing
practical & technical training other than LIRs’ are highly valued by the respondents. The other services are
averagely preferred by the respondents except for ‘training materials with non-commercial training partner ’
which scores the poorest score yet remains in the average zone.
What importance should AFRINIC place on the
How would you rate AFRINIC training services? following Training services?
AFRINIC should provide a
certificate of competence. Even
AFRINIC Training content meets
if it requires the participants to
my organisation's need in 62 65
pass a test to asses the
developing the necessary
knowledge acquired by the
Internet Operations skills.
participants.
AFRINIC provides unique
AFRINIC should train other
training material not available in
55 organizations to provide training 69
other training courses in my
in relevant fields.
area.
AFRINIC should continue to
I am able to find the nearest 82
share training materials openly
AFRINIC Training event that I 53 AFRINIC should share training
can attend or send my staff to. materials with non- commercial 59
training partners only.
AFRINIC should charge a fee for
its trainings in order to provide 41 AFRINIC should continue to
provide practical and technical 79
more training sessions.
training other than LIR's
Total 53
Total 71
Base: 55 respondents
©TNS 2012
©TNS 2012

23. Other courses that AFRINIC should offer
Amongst those who suggested about additional courses that AFRINIC should offer, 7 respondents quoted the
DNSSEC, while 3 respondents put forward the prevention against Cyber criminality and other electronics
attacks.
Further comments about the other courses than AFRINIC should offer- Number of
respondents.
DNSSEC 7
AFRINIC can offers training in Network security domains in order to protect citizens against
cybercriminality and others electronics attacks. 3
IPV6 transition techniques - migration scenarios/techniques from IPV4 to IPV6 2
Possibility of having training in French 2
DNS Handson Trainning, 2
Interconnection and Peering 2
Best Practices for LIRs / ISPs etc 1
Career development 1
Network training 1
Configuration training 1
RKPI 1
Internet Governance 1
Network Planning / Practical examples / Network Management 1
Registering process and all procedures that follows 1
Total respondents 26
©TNS 2012
©TNS 2012

24. AFRINIC e-learning website
AFRINIC is planning to develop its e-learning website. Please rate the following from When it comes to AFRINIC e-learning
being Strongly disagree to Totally agree. website, respondents share a higher
AFRINIC should offer Online training only to its members 48 consensus about AFRINIC offering online
AFRINIC should offer online training openly to the training openly to the community rather
69 than to its members only with scores of 69
community
Total 58 and 48 points respectively.
Number of
Suggestion for online training courses respondents
Afrinic could offer IPv6 training 5
Amongst the online services that were
All Afnog training program can be made availble mostly quoted, IPV6 training top the list,
online 4 followed by Afnog training and Network
Network and security training 3
and security training.
DNS training 2
IPV6 transition techniques - migration
scenarios/techniques from IPV4 to IPV6 1
BCP38, peering, 1
BLOG for queries 1
DNSSEC 1
MPLS / BGP 1
Network designing vs optimal internet resource
usage. 1
Network security domains 1
Configuration training 1
Routing/ Switching 1
Techniques hosting websites, email, networks:
cisco .... 1
Base: 55 respondents
©TNS 2012
©TNS 2012

25. Comments about the training services
Further comments about training services/Number of On the first place we find 4 respondents
respondents who strongly agree that the existing
Existing training is very satisfactory 4 training provided by AFRINIC is very
good . However, two respondents
It has to be more frequent and to be announced before 2 mentioned that there must be more
Use both languages/ French and English 2 frequent training session and that they
All the expenses must be covered by AFRINIC, it must be should be aware in advance about
put in the annual fee charge. 1 training. Moreover, the language barrier
has also been quoted by 2 respondents
Big up for separating the training to Technical and non-
where AFRINIC needs to provide training
technical people. 1
in both language English and French.
It'll be great if AFRINIC can announce the trainings time
schedule for the whole year in January to make it easy for
trainees to choose the nearest country during the year for
different courses 1
It is not famous in Cameroon. 1
Uganda needs to host more trainings as well as AFRINIC
engaging its local community a lot more 1
Total respondents 12
©TNS 2012
©TNS 2012

26. AFRINIC outreach
Generally, we find that most of the respondents become aware of AFRINIC through: Websites (61%),, Conferences (56%) and Internet
search (38%).
In addition, 6 respondents respectively claimed that they became aware of AFRINIC via mailing lists and Friends and colleagues.
How did you become aware of AFRINIC? Other means Number of
respondents
Mailing Lists 6
61% Friends/colleques 6
Series 3
While looking for requiremenst
56% of Internet resources 1
Conferences
Friends 1
While surfing 1
38%
Internet search ICANN meeting in Dakar 1
interest, maybe arin meeting in
25% Dar ... 1
Other
Only place that offers IPs for
20% Africa 1
Media publications RIPE 1
RIR 1
18%
Social media When we had to apply for ASN 1
While Training 1
Total respondents 24
Base: 110 respondents
©TNS 2012
©TNS 2012

27. AFRINIC communications
Respondents rate AFRINIC’s way of communication to be average. However, there is
ground for improvement when it comes to AFRINIC’s social media platform for information
which records the lowest score of 55 points while ‘information provided by AFRINIC’
obtains the highest score of 65 points.
How would you rate AFRINIC's way of communicating and engaging you in its activities?
AFRINIC communicates in a way that fits my needs and interests. 62
I am adequately informed about AFRINIC's activities and developments. 61
The remote participation options (audio streams, chat rooms and archived 61
media) at AFRINIC Meetings are useful to me.
The information distributed by AFRINIC (for example Announce, AFRINIC 65
Annual Report) provides me with useful information.
AFRINIC's Social media platform (Twitter, Facebook, etc.) provide useful
55
information
Total 61
Base: 95respondents
©TNS 2012
©TNS 2012

28. AFRINIC events
46 % of the respondents acknowledge
At which events have you had an opportunity to interact that they had an opportunity to interact
with AFRINIC (Choose as many as appropriate)
with AFRINIC at ‘AFRINIC Training’
followed closely by 45% at ‘AFRINIC
Conference’. However, other places
46% where the respondents had an
Series 3
opportunity to interact with AFRINIC
45% are as follows ; AFNOG meeting (27%),
AFRINIC Conference ICANN meeting (24%), Regional IGF
(20%), Local IGF (17%) and others
27%
Network Operator Group (AfNOG) meeting (12%).
24%
ICANN Meeting
Other events Number of
respondents
20%
Regional IGF AFPIP 2012 2
AfTld 2
17%
Local IGF CITMC 1
ITU 1
12% IXP workshop 1
Other MyAfrinic 1
Total respondents 8
Base: 110 respondents
©TNS 2012
©TNS 2012

29. Other methods to communicate with AFRINIC
With regards to other ICT conferences 3
Other ICT conferences respondents used Number of
to attend respondents
respondents claimed that they used to
Afpif 3 attend ; Afpif & AfricaCom respectively.
AfricaCom 3
EMC World 1
Google events - local ICT events (Barcamp,
etc) 1
Googldays-Accra: 2010 1
INET-Cotonon en Septembre 2011 1
barCamp-TOGO: 2010 & 2011 1
barCamp-Abidjan: 2011 1
AfTLD 1
Conferences related to Computer Security and
other interesting IT subjects 1
Cybersecutity Workshops ITU Meetings
Comesa Meetings Internet Governance Forum 1
Euro Africa for ICT Research 1
Global INET, CODIST 1
CYBER VILLAGE 1
i-week (South African ISPA meeting) 1
IDLELO 1
Internet Governance Forums 1
Local Internet society events 1
Mobile Africa 1
Strathmore annual conference 1
WestafricaCom 1
Total 21
©TNS 2012
©TNS 2012

30. Further comments about the AFRINIC conferences and
communication
Number of
Further comments respondents
Identify a local group by the means of which AFRINIC can have a better outreach to the national internet
community. It can be members, IT groups, academia, etc. - design specific programme to help this kind of
countries: supporting IT events, offering trainings etc. 1
AFRINIC can more enhance the IPv6 Deployment in African's countries. The idea is to help such Country NOG to
deploy its IPv6 Network and train the local folks in real v6 environment 1
African Folk need more Knowledge and AFRINIC with AfNOG can not serves all them... AFRINIC Need to have a
physical presence in African countries, for instance a partner who can locally be sustained by AFRINIC's Resources.
Such partner can be a non For Prof it organization as the country NOG 1
All AFRINIC Conferences and Communications are welcome. 1
I have not had a chance to participate in its conference but I follow on mailing lists. One mailing list though the
African needs moderation to stop it being a platform to settle personal scores among grown men who behave like
small boys. 1
I suppose AFRINIC can do with more customer service training to its events staff. In some AFRINIC events, my
experience at registration desks has not been that pleasant as some AFRINIC staff proved unfriendly, if not
uninterested. 1
Improve your English 1
In Africa, there are countries that are less involved than other in Internet issues at the continental level. Special
attention must be directed to them. Some ideas: - make hosting proposal for AFRINIC meeting to these countries
(even if they didn't applied) 1
Increase more awareness and presence about participation 1
Is it possible for small business to have followship that can help them to participate at the AFRINIC Conferences and
Communication? 1
More IPV6 trainings should be scheduled in all countries 1
Not agree with the selection or the allocation of scholarships to attend conferences. 1
Send mails 2
Reach local (in-country) news and media for communications on conferences 1
So far so good awareness and publicity has been great. 1
There are no effective communications 1
We are not aware that there is AFRINIC conference. The communication we have is very limited. 1
©TNS 2012
©TNS 2012

31. IPV6 Deployment
IPV6 Deployment can be considered as one of the strength of AFRINIC with green scores
across all metrics where AFRINIC’s involvement in IPv6 deployment in Africa are mostly
valued by respondents. ‘Provide practical hands-on training’ and ‘Share best practical
information’ are among the top options proposed.
How would you rate AFRINIC's involvement in IPv6 deployment in Africa?
AFRINIC should increase efforts to raise awareness among stakeholders 84
about IPv6.
AFRINIC need to carry out more coordination and collaboration with local 85
Internet communities to help facilitate IPv6 uptake.
AFRINIC should provide practical hands-on training to help with the uptake 86
of IPv6 where needed.
AFRINIC should share best practice information with stakeholders to help 88
with IPv6 take-up.
AFRINIC should provide IPv6 deployment advice/consulting to its
85
members
Total 85
Base: 92 respondents
©TNS 2012
©TNS 2012

32. Future planning of organizations
On overall, 61% of the respondents/organisations have Further information needed to Number of
not planned for any activities based on IPV6. The budget make decision for future respondents
for the transition of IPV6 seems to be problematic, since planning
78% have not planned for this in the coming year. Training of employees regarding
IPV6 16
Training of employees regarding IPv6 & financial Do not have the budget for
constraints for innovation are the main concerns for most implementing new system 7
organization in order to take decision for future planning. We need more support from
AFRINIC 4
Our management need to have
clear vision about the progress of
IPv6 deployments from commercial
POV as we know that a lot of
Does your organization have….. for 2013? protocols used by customers still
not supported such as (VOIP
software, Peer-to-Peer,.......etc) 4
A formal plan for IPv6 deployment 39% 61% Complementary information to be
informed about benefits and for
An IPv6 transition budget 22% 78% allocation of budget 4
No As part of global organisation, the
Staff trained for IPv6 deployment 53% 47% decision has to be made with all the
Yes
other sites involvement 2
IPv6 address allocated/assigned 42% 58% Financing the purchase of IT
Equipments that are IPv6
Total 39% 61% compatible 2
A regulatory framework 1
Need ISP ready for using IPV6 1
Base: 92 respondents
©TNS 2012
©TNS 2012

33. Further comments regarding IPV6 deployment
Further comments about IPV6 Number of Suggestion about how AFRINIC could Number of
deployment help with the uptake of IPV6 respondents
respondents
AFRINIC should provide training and
AFRINIC should share more workshops on IPV6 18
information about IPV6 6 Collaborating with our members 5
AFRINIC should advise on the Conduct a Webinar dedicated for
transition phase to IPV6 5 organisations' security teams in the region to
AFRINIC should provide training discuss their concerns about deploying IPv6 4
on IPV6 4 Help us in the transition phase 4
We need the support of AFRINIC We need regular updates regarding IPV6
since we can not afford such deployments world wide and market
changes 3 readiness to go with IPV6 commercially
without receiving huge complains from
Should provide materials for the customers 3
uptake of IPV6 1 Provide adequate materials 2
CPP should be improved for IPv6 AFRINIC can help member states and
as its only IPv4 at the moment 1 organisations on how to source for funding. 2
Given the rate at which the IPv4 Encourage ISP to make the transition to ipv6 2
addresses are getting depleted, I AFRINIC can enhance more the IPv6
think Africa is moving too slow in Deployment in African's countries and in
its adoption efforts 1 Cameroon 1
Organized a training session in Comoros 1
Outreach needs to be stepped up,
Provide Industry certification like CCNP for
a more localized approach should
IPv6. 1
be adopted. 1
Need AFRINIC support and budget for NGO's
training 1
©TNS 2012
©TNS 2012

34. C. AFRINIC Public
information services
AFRINIC public information 62
services
Internet Governance and
75
Public Affairs
69
Section C
©TNS 2012
©TNS 2012

35. Support for Public internet Infrastructure development
How would you rate AFRINIC's involvement with With regards to the support for public
these services. internet infrastructure development,
I'm aware of the existence of these respondents are averagely satisfied with
66 these services. However, there are grounds
services.
for improvement when it comes to
There is sufficient information available providing sufficient info on AFRINIC website
for me on AFRINIC web site on how to 55
on how to benefits these programs where
benefit these programs. the score is quite low.
AFRINIC should focus more on supporting
Core Internet Infrastructure development 74
in Africa.
When it comes to charge a fee for these
AFRINIC should partner with other services , only 31% of the respondents
organizations to scale its support in these 74
agree to pay the fee compared to 69%
areas. who do not favor this idea.
Total 67
Do you think that AFRINIC should charges for these services
31%
Yes No
69%
Base: 88 respondents
©TNS 2012
©TNS 2012

36. Further comments regarding Public internet Infrastructure development
How AFRINIC can help improve Core Internet Number of Number of
Further suggestions
Infrastructure in your region/country? respondents respondents
AFRINIC should have more active involvement in local AFRINIC can provide small
communities 7 internet business and
AFRINIC could organize some training 7 leaders to be familiar with
AFRINIC can collaborate with public and private sector to if the infrastructure. 2
they have projects relating to that. 4 AFRINIC needs to imporve
In need of capacity building and DNS awareness 2 on overall 2
More communication exercises to create awareness about the More communication
activities of AFRINIC in this domain. 2 towards the stakeholders
IXP and ccTLD management 2 for what they should do
AFRINIC should share more information about the Core and what help they can
internet infrastructure 2 get from AfriNic to
By making many contracts with operators in implement ( e.g IPV6) 2
telecommunications domains ,ISP , banks even the AFRINIC must decentralize
Government relative in the use of IPV6 address. 1 its power 1
By providing expert advice 1 Stronger Collaboration
If Core Internet Infrastructure means fiber cables and with local and
transmission networks in country/region, so I suggest that International Partners such
AFRINIC can coordinate for such projects with African Union as the Internet Society
and other African committees that focus on developing Chapters. 1
infrastructure into Africa ... AFRINIC may have the vision and There should be a policy
statistics of Internet resources usage in addition to LIRs on National Internet
contacts and the needed IT projects in all countries in Africa Registry (NIR) for any
which AU may have not. 1 country in Africa that
Promote establishment and implementation of community wants to establish such
DNS 1 and Afrinic should provide
Support for NGO's involved in ICT within regions and regional the necessary support to
which will help Afrnic act as an Advocacy tool for their great such country. 1
work they do. 1
©TNS 2012
©TNS 2012

37. Appraisal on the AFRINIC public information services
Respondents are averagely satisfied with AFRINIC’s public information services with 62 points.
How would you rate the following statements? Further comments Number of
respondents
AFRINIC provides public information in Some links are not working:
61
the way that meets my needs.
AFRINIC's Whois Database service
http://www.afrinic.net/en/comp
operates at a high level of quality, 62 onent/content/69-training-
usability and reliability materials/150-materials 1
AFRINIC's reverse DNS service operates
at a high level of quality, usability and 63 The whois service seems to be
reliability down right now. It would be
I can easily find information I need on
60 good to announce this, e.g. on
the AFRINIC website
the front page of the website,
Overall, the services provided by
AFRINIC are satisfactory
64 and provide a time frame for
Total 62 repairs. 1
Base: 95 respondents
©TNS 2012
©TNS 2012

38. Areas of interest within the public information services
Respondents are mostly interested in areas such as IPv6 (67%) followed by Internet security (66%),
Internet governance (57%) and Critical Internet (56%) .
Which of the following areas are of interest to you? Information and statistics that Number of
AFRINIC could provide that will be respondents
67% useful and relevant to organizations
Series 3
Internet Security 66% Cyber Security risks and reports in Africa 3
Internet Governance 57% Internet usages in member countries 3
Critical Internet Infrastructure protection 56% Points of Afrinic human resources in regions 1
ISP Operation 53% Categories of data associated with ISP, fixed
51% and mobile network operators 1
Internet privacy
More implication of AFRINIC in creation of
Public Policy on Internet matters 51%
National CERTs. 1
Extent of IPv6 penetration in Africa
(measuring by addresses allocated, dual
Further information that AFRINIC Number of stackability, etc) 1
needs to consider for the WHOIS respondents Internet connectivity 1
Database IPv6 usage in Africa, DNSSEC support on
I like to see the real contact information african ccTLD, statistics on ccTLD 1
for networks instead of this generic e- The most important information is the
mail address "abusepoc@afrinic.net" 2 contact and abuse addresses for all African
IP numbers, so that incidents of abuse can
Updated information 1
be reported quickly, easily to the providers. 1
Supporting NGO's 1 Make sure that all ISPs keep their ABUSE
ASK ISP to give an exact location of an IP POCs up to date. 1
address 1 Videos training on the web site. 1
Base: 117 respondents
©TNS 2012
©TNS 2012

39. Internet Governance and Public Affairs
Comments about Internet Number of
In general, AFRINIC’s level of engagement with
Governance and public affairs respondents
various governments and authorities are highly valued
by respondents. However, medium consensus is noted According to this survey AFRINIC
for the engagement of AFRINIC with governments in will have the opinions of LIRs
its service region. towards their governments, It'll be
useful if AFRINIC can pass these
info to each government in order
to fill the gap and enhance the
operation of Internet in Africa.. 2
AFRINIC by working with
How would you rate AFRINIC's level of engagement
governments must maintain a
with various governments and authorities?
"multistakeholder" approach. All
AFRINIC should engage more with different players within the
70
governments in its service region Internet environment must be
AFRINIC should work with associated to these exchanges. 1
regulators, law enforcement
75 Be flexible with the private sector. 1
agencies and other
intergovernmental organizations. Foster Collaboration amongs
various stakeholders in Africa 1
AFRINIC should communicate the
African region's interests and The participation of Africans in this
81 area is determined by the capacity
positions in global Internet
Governance forums and budget. 1
AFRINIC should continue providing Mauritius is too far from anywhere
support to its Government Working 76 in Africa. Will be good to have
Group? think liaison offices in the regions 1
Total 75
Base: 95 respondents
©TNS 2012
©TNS 2012

40. Level of deregulation of Internet service
Overall, majority of respondents share the same consensus upon the need on more involvement on the
level of deregulation on Internet service. When it comes to suggestion , ‘share best practice info’ is top
rated with 69% on how AFRINIC should engage more with government followed by ‘Government
participation at AFRINIC’s meeting with 57%.
The following are suggestions about
Thinking about your government, and the level of deregulation of
how AFRINIC should engage more
Internet service provision in your economy, how do you feel about
with governments. What should
your government's involvement in the following area?
AFRINIC allocate resources to?
Need more involvement Need involvement Neutral
Fair involvement Too much involvement
Share best practice information. 69%
Encourage more government participation at AFRINIC's Meetings 57%
Inform government officials on matters that concern Internet Number Resource Management 56%
AFRINIC Roundtable Meetings for governments and related bodies 54%
Base: 95 respondents Base: 117respondents
©TNS 2012
©TNS 2012

41. APPENDIX
©TNS 2012
©TNS 2012

42. Profile of respondents
82% of the interviewed sample are male vs 18% for
Gender - % of respondents female. 62% of the respondents have personally
18% participated in the survey vs 32% who answered on
the behalf of their organizations.
Male
Female
82%
Source of feedback
62%
38%
Me as an Individual My Organisation
©TNS 2012
©TNS 2012 Base: 117 respondents

43. Sector of activity
The main sector of activity for majority of respondents are ; 17% for ‘Internet service provider’, 10% for others
(given in the table below)and 7% each for cc TLD, ‘Universities’, ‘Consulting & Advisory’, ‘NGOs’,
‘Telecommunications’ and ‘Network Service Provider’ .
Internet Servic e Provider 17% Number of
Others 10% Sector of activities
respondents
c c TLD 7% Oil and gas 2
Universities 7% Aeronotic 1
Consulting & Advisory 7% ICT related activities 1
NGOs 7% Internet registry 1
Telec ommunic ation Regulators 7% Internet Services 1
Network Servic e Provider 7% Reporting spam, particularly
Mobile Operators 5% 419s 1
IXP 5% Services 1
Sec urity Servic e Provider 4% Web 1
Adv & Media 3%
Ministry 3%
Internet Hosting Provider 3%
Training 2%
Government Agenc y 2%
Fixed Line Operators 1%
Logistic s & Supply Chain Management 1%
Banking& Financ e 1%
Researc h Institut/Center 1%
Base: 117 respondents
©TNS 2012
©TNS 2012

44. TNS – helping our clients
make better business
decisions
© TNS 2009
44