We Want to Hear from You: Take ARIN's 2026 Customer Satisfaction Survey

By Joe Westover – Senior Director of Customer Experience and Strategy

At ARIN, we believe that a registry truly serves its community only when it listens to that community. That’s why, along with the many other ways we collect your feedback, we pause every three years to ask you directly: How are we doing?

Today, we’re launching our 2026 Customer Satisfaction Survey — and we’re inviting you to take about 15 minutes to share your honest thoughts on our services, tools, staff, and overall performance. The survey is open now through 19 June, and your input will directly shape how we prioritize improvements in the years ahead.

What We’re Trying to Learn

As in past years, our objectives for this survey include:

Determining customer and member expectations and requirements from ARIN
Assessing current satisfaction with ARIN’s services and operations
Determining any unmet requirements members have
Identifying and prioritizing areas for improvement
Assessing current perceptions of the organization within the Internet community
Identifying opportunities to better engage the Internet community in terms of outreach, education, and fostering participation
Understanding how ARIN’s current performance compares to that indicated by previous surveys

Many of this year’s questions mirror those from previous surveys to allow for meaningful benchmarking over time.

We are once again working with Radius Insights (formerly Rockbridge Associates) — the independent marketing research firm that has conducted all of our previous customer satisfaction surveys — to gather and analyze your feedback.

Your Feedback Has Made a Difference

We know that taking a survey is an act of trust — trust that your responses will actually be read, considered, and acted upon. We want to assure you that they are.

After completing our 2023 survey, we carefully reviewed the findings and took meaningful steps in response to what you told us. Here’s a snapshot of what we’ve done:

Faster, Clearer Service

You told us that timely responses and clear communication are critical. In response, ARIN developed new processes to streamline resource request workflows, reduce delays, and set clearer response time standards. The results have been substantial: mean transfer resolution times improved across all transfer categories between Q4 2023 and Q4 2024, with merger and acquisition transfers (8.2) improving by 72 percent, specified recipient transfers (8.3) improving by 49 percent, and inter-RIR transfers (8.4) improving by 35 percent. Transfers taking more than 180 days to resolve, once a persistent pain point, dropped from more than 80 per year in 2021–2023 to just 18 in 2024.

Stronger Staff Support and Consistency

ARIN has continued to strengthen internal training, knowledge sharing, and process alignment to help staff provide clearer, more consistent support across customer interactions.

More and Better RPKI Training

With growing interest in routing security, we expanded Resource Public Key Infrastructure (RPKI) training opportunities, improved documentation to make it clearer and more actionable, and introduced the ARIN Deep Dive technical workshop program to bring hands-on learning directly to the community. We continue to adjust and improve these trainings, resources, and opportunities for engagement as the routing security and RPKI adoption landscape evolves.

Ongoing Website Improvements

You flagged ease of navigation as an area requiring attention. We’ve been gathering feedback and making targeted improvements to website navigation and content organization — work that is ongoing.

Greater Transparency in Communications

In response to your feedback on community engagement, we’ve examined our communications, expanded customer communication channels, and worked to be more transparent about our future plans. We streamlined our mailing list approach in early 2025, added Instagram to our social media portfolio in late 2025, and introduced notifications in ARIN Online in early 2026 as part of that effort.

Election Process Clarity

We’ve continued to review and improve the resources and communications around ARIN Elections processes to make it easier for our Members to understand and participate in.

The full results of the 2023 survey are publicly available on our website, as are results from all previous surveys.

A Chance to Win a $250 Amazon Gift Card

As a thank you for your time, we will randomly select 10 respondents to receive a $250 Amazon gift card during the survey period. To be eligible, simply provide your name and email address on the final page of the survey.

Take the Survey by 19 June

Whether you have praise to share, concerns to raise, or ideas you’d like us to consider, we want to hear from you. Our community is the reason ARIN exists, and this survey is one of the most direct ways you can influence how we operate.

Click here to take the 2026 Customer Satisfaction Survey.

Thank you for being an active part of the ARIN community and for helping us improve as an organization to serve you better.

Post written by:

Joe Westover
Senior Director of Customer Experience and Strategy

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