Every day, Members and community partners interact with APNIC services — from training and helpdesk support to conferences and online platforms like MyAPNIC. To ensure these services meet expectations and continue to improve, APNIC gathers and reviews feedback throughout the year. The biennial APNIC Survey is APNIC’s primary way to help inform future strategic planning and activities, but whether through formal surveys or direct conversations at events, this input plays a vital role in shaping APNIC’s priorities and informing future improvements.
In this post, I’ll share feedback received during the first half of 2025 and how we’re working to address it.
Where does feedback come from?
Feedback is collected throughout the year from many different sources. These include post-event and post-service surveys, conversations with APNIC staff at community events, research into services such as payment processes or communication preferences, usability testing of platforms like MyAPNIC and the APNIC Academy, and informal input received via email or social media.
Every item of feedback is reviewed by the relevant team. Straightforward issues, such as reporting a bug or identifying an error in content, are addressed directly and promptly. More complex feedback, where opinions may vary or the implications span multiple teams, is reviewed more holistically to understand broader trends.
Five major themes identified
In the first half of 2025 alone, thousands of feedback items were reviewed and analysed. From this, five major themes have emerged as priorities for action.
1. Helpdesk services
The Member and Registry Services team receives regular feedback via surveys linked to support tickets, live chats, Internet number resource requests and transfers, and new Member interactions. Satisfaction remains high at over 95% but all constructive criticism is taken seriously.
Issues raised have included the timeliness and clarity of responses, follow-up support beyond the original request, and the ease of accessing self-service resources. In response, APNIC has introduced measures to improve the Help Centre, reviewed feedback ratings for potential internal follow-up, and is now focusing its Member and Registry Services team more directly on core registry functions as part of the recent organizational realignment.
2. Login and Multi-Factor Authentication (MFA)
Some Members have experienced difficulty setting up or recovering MFA for MyAPNIC. While MFA is essential for securing sensitive account information, the transition created some challenges.
To address this, APNIC has introduced clearer help guides, simplified error messages, and embedded a help widget that brings support directly into the login interface. Usability improvements are continuing, based on feedback received.
3. MyAPNIC awareness
While most Members use MyAPNIC, many are unaware of the full range of features available. This insight has come from event interactions, email enquiries, and general support queries.
To improve this, APNIC is undertaking research to better understand how Members use MyAPNIC and what they value most. This will inform new support materials, including videos, guides, and webinars, designed to highlight key features and make the platform more approachable. These updates will roll out over the remainder of 2025 and into 2026.
4. Training content and delivery
APNIC Academy training continues to generate the highest volume of feedback, due to the number of events held throughout the year. Feedback covers everything from minor errors in slides to more complex views about the content level or training duration.
Although overall satisfaction is very high (currently at 98.7%), APNIC is committed to continual improvement. A full curriculum review is underway, along with a new regional training needs assessment. Updates to the APNIC Academy platform and additional support for Community Trainers are also in progress.
5. Conferences
Feedback from APNIC conferences typically relates to program content, staff engagement, and the usability of registration processes and event websites.
This feedback is already shaping the next conference (APNIC 60), with topic suggestions passed to the Program Committee, improvements made to attendee engagement, and updates applied to the registration process and event pages.
What’s next
Many of the actions outlined in this post are already in progress and will deliver tangible results by the end of the year. A full year-end report will be published with updates on these activities and any new themes that emerge.
Feedback will also play a direct role in shaping APNIC’s 2026 Activity Plan.
How you can provide feedback
If you’d like to share your thoughts at any time, there are several ways:
- Fill out the feedback form on the APNIC website.
- Join the User Feedback Group to participate in research opportunities.
- Respond to surveys following training or events.
- Speak with APNIC staff at events across the region.
Thank you to everyone who has shared feedback so far. Your insights help APNIC continue to improve and better serve the community.
The views expressed by the authors of this blog are their own and do not necessarily reflect the views of APNIC. Please note a Code of Conduct applies to this blog.