Listening and responding to Member and community feedback from the second half of 2025

Feedback often starts with a small moment, such as the APNIC Booth during an event.

Feedback often starts with a simple moment - a comment during an event or in a form, a support request, or a conversation that reveals what really matters to the APNIC community.

Over time, these moments come together to tell a broader story about how Members and the wider community experience APNIC's services. Taken together, they show what is working well, where experiences are unclear, and where small changes, or more structured research, could make a meaningful difference.

Listening to Member and community feedback is essential, but it is only the first step. This post summarizes the feedback APNIC received in the second half of 2025 and outlines the actions being taken in response.

How feedback was collected

APNIC listened to feedback through a combination of ongoing interactions and established feedback mechanisms.

This included conversations at events and community meetings, feedback forms following support requests, training activities, and events, as well as research activities such as interviews, surveys, and usage data analysis.

Before deciding on next steps, we consider the evidence available, the potential impact of change, feasibility, available resources, and whether an effective solution already exists.

Key feedback areas and actions

Helpdesk services and MyAPNIC

Members consistently shared positive experiences with the quality of support they received. At the same time, some highlighted the need for clearer, more practical guidance on how to use MyAPNIC, particularly when managing Internet number resources.

Actions taken

• 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.
• Improved MyAPNIC content on the website and updated Help Centre articles throughout 2025.
• Planned a full review of all Help Centre articles in 2026 to ensure they remain relevant and accurate.

Multi-Factor Authentication (MFA)

Following the introduction of MFA, some users reported difficulties logging in and raised concerns about usability.

Actions taken

We are currently reviewing evidence and feedback while balancing usability with security requirements.

Perceived value of APNIC beyond Internet number resources

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

Actions taken

To address this, we conducted further research to better understand where gaps in awareness exist and how APNIC's role and value can be communicated more clearly across our diverse community. These insights are now informing communication planning for 2026.

APNIC Academy and development programmes

Participants consistently provided feedback that APNIC Academy training is highly valued, particularly for its relevance and practical focus.

Actions taken

• Continued delivery of core training content with consistently high satisfaction.
• Reduced the number of virtual labs in October 2025 to focus on core curriculum areas (IPv6, RPKI, and Internet Exchange Points (IXPs)).
• Prioritized modernizing the APNIC Academy platform to ensure long-term scalability and maintainability.

DASH

Users of APNIC's Network Health Dashboard (DASH) have requested more flexibility in setting up alerts to reflect real-world routing scenarios better. Some also shared that it is not always clear which network context - account, prefixes, or Autonomous System Numbers (ASNs) - they are viewing when working with dashboards and alerts. A Member also suggested adding Discord as a notification channel, using webhooks to better fit existing workflows.

Actions taken

• 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.
• Noted Discord support as a potential enhancement and will evaluate the use case, demand, and feasibility before considering implementation in 2026.

Special Interest Groups (SIGs) support

The community highlighted opportunities for APNIC to provide stronger support for SIGs and encourage broader participation.

Actions taken

• Delivered a SIGs health check to review current participation and discussed findings with SIG Chairs.
• Presented a SIG action plan outlining increased support, including travel support to PITA and SANOG events for greater visibility, exchange of relevant topics for SIG 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 Fellowship alumni to better understand long-term engagement, support needs, and opportunities for contribution.

We encourage you to keep sharing your feedback when forms are available and to stay connected to future research opportunities by subscribing to the User Feedback Group mailing list.

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.