2007 Customer Satisfaction Survey, results
Background
On 26 November 2007 the UK-IPO launched a customer survey for a period of 4 weeks. The survey was available on-line during this time and 1800 of our fee paying customers were randomly selected to either receive a questionnaire by post or a letter in advance of a telephone call inviting them to take part.
In addition we advertised the survey in our electronic newsletter (IP Insight) and sent e mails to a sample number of people who have expressed an interest in receiving information from the Office.
Responses
A total of 468 responses were received and we would like to thank everyone who took the time to participate in the survey.
Results
Customers
were asked to score our performance 
(286Kb) against given aspects of customer service across
the different areas
of the Office.
- We received an overall satisfaction rating of 97.9%
- Similar questions were asked in the 2005 customer survey, and results were compared and are shown in the graph below:
Customer comments
We received suggestions for improvement to our customer service and ideas for new services and these will be considered by the Office over the next few months.
We received many comments in relation to our website, all of which were issued immediately to the team reviewing the structure and content of the website. The review is continuing and customers are being given the opportunity to comment further. If you would like to participate in the survey please do so.
We have highlighted many of the suggestions below along with our responses. Over the next few months other comments received as part of the customer survey will be added to this section as we continue to consider your feedback.
Compliments
We received many compliments on our customer service and these will be cascaded within the UK-IPO. Some comments we received were:-
- 'Extremely good and the envy of the world'.
- 'Performance compares favourably with EPO and OHIM'.
- 'UK-IPO best in the world'.
- 'UK-IPO is well organised and motivated'.
- 'Approachability of staff - very important. I felt I could call at any time and obtain assistance with the application. This was important and made the process very easy'.
We are always happy to receive customer feedback so please continue to tell us your thoughts.
Further information about UK-IPO performance can be found on this website.
E-mail: crm@ipo.gov.uk
CRM
unit
April 2008
