User Feedback Group

What is it?

How it works

Listening and responding to feedback

Overview second half of 2025

During the second half of 2025, APNIC collected feedback from Members and the Internet community through multiple channels. This feedback helps us understand real needs and informs how we prioritise improvements across our services.

Below is a summary of how feedback was collected, what we heard, and how we responded.

How feedback was collected

We gathered feedback through:

• Conversations at events and community meetings
• Formal feedback forms following support requests, training, and events
• Research activities using interviews, surveys, and usage data analysis
• Before taking action, we assess evidence, potential impact, feasibility, available resources, and whether an effective solution already exists.

Key feedback areas and actions

1.Help Desk services and MyAPNIC

What we heard

• High satisfaction with support quality
• A need for clearer guidance on how to use MyAPNIC, particularly for managing resources

What we did/are doing

• Updated and published Help Centre content on key topics, LDC graduation, Maintainer and IRT objects and Managing maintainer and IRT objects.
• Developed an Internet Resource Management presentation, delivered to Members in Bangladesh and planned for reuse in 2026.
• We improved MyAPNIC contet on the website and updated Help Centre articles in 2025. Additionally all Help Centre articles will be reviewed in 2026 to ensure they are relevant and accurate.

2.Multi-Factor Authentication (MFA)

What we heard

• Some people experience difficulties logging in since MFA was introduced

What we did/are doing

• Reviewing evidence while balancing usability with security requirements
• Introducing a more structured process in 2026 to better capture and analyse MFA-related issues.

3.Perceived value of APNIC beyond Internet number resources

What we heard

• Interviews and data analysis showed uneven awareness of APNIC’s role in supporting policy consensus-building and contributing to the global Internet.

What we did/are doing

• Conducted further research to improve how APNIC’s role and value are communicated across our diverse community
• Using these insights to inform communication planning in 2026

4.APNIC Academy and development programmes

What we heard

• Training is highly valued for its relevance and practical focus

What we did/are doing

• Continued delivery of core training content with high satisfaction
• Reduced the number of virtual labs in October 2025 to focus on core curriculum areas (IPv6, RPKI, and IXPs)
• Prioritised modernising the Academy platform to ensure long-term scalability and maintainability

5.DASH

What we heard

• Requests for more flexible alert configuration options to better reflect real-world routing scenarios.
• Some users found it unclear which network context (account, prefixes, or ASNs) was being used when viewing dashboards and investigating alerts.
• A member suggested supporting Discord as a notification channel for DASH alerts and the notification platform, leveraging Discord webhooks to integrate alerts into existing workflows.

What we did/are doing

• Improved DASH alert configuration to better support advanced use cases, including clearer handling of origin ASN selection and exclusions.
• Updated page titles and headings across DASH (Routing Status, Suspicious Traffic, and MANRS readiness pages) to make the current context explicit, helping users understand whether views relate to specific prefixes or ASNs.
• Noted Discord support as a potential enhancement and will evaluate the use case, demand, and feasibility before considering implementation in 2026.

6.Special Interest Groups (SIGs) support

What we heard

• APNIC can provide increased support to bolster SIGs and SIGs participation.

What we did/are doing

• Delivered a SIGs health check in to review current SIG participation and discussed with SIG chairs on how APNIC can increase support to bolster SIGs.
• Presented a SIGs action plan to outline the increased support APNIC will provide to SIGs, including but not limited to travel support to PITA/SANOG events for increased visibility, exchange of relevant topics for SIGs content, and mentorship opportunities.

Looking ahead to 2026

In 2026, we will continue gathering formal feedback through service, event (conferences and member gatherings), and training feedback forms. We will also place additional focus on the followiship alumnin to understand long-term engagement, support needs, and opportunities for contribution.

Keep sharing your feedback

Member and community feedback directly shapes APNIC’s priorities and decisions. We encourage you to continue sharing your views through surveys, interviews, events, and direct conversations with us.

Stay tuned for opportunities to participate by subscribing to the User Feedback Group mailing list.

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