COMMUNICATIONS AND SUPPORT SUPPORT During 2016, the AAF experienced a 28% increase in submitted support tickets in comparison to 2015. It should be noted that the increase in support tickets is connected to a number of initiatives that the support team have undertaken throughout 2016. This includes working with subscribers to upgrade from IdP V2 to V3 and the introduction of ORCID support. 2016 Support Desk Satisfaction Rating 100% 32% 84% Satisfaction Score Response Rate Percentage Surveyed AAF Web Statistics In April 2016, the AAF released a new website with a fresh look and feel and simpler navigation. The website recorded 14 033 visitors in 2016 in comparison to 12 076 in 2015. 12 17 NEWSLETTERS FOR 2016 SPECIAL RELEASE EMAIL COMMS AAF NEWSLETTERS TECH NEWSLETTERS ORCID NEWSLETTERS SECURITY ADVISORIES 4 4 4 2 AAF Newsletters and Email campaigns 18