UK Intellectual Property Office hits five year peak in customer satisfaction

Customer satisfaction levels at UK-IPO hit a 5 year high according to the results of its customer survey published today.

The survey carried out between 26 November and 21 December 2007, revealed customer satisfaction was up in a number of key areas, including:

• an average of 97.9% of customers saying they were satisfied with the overall performance of the UK-IPO.
• friendliness of staff - at 98% attracted the highest satisfaction rating with clear advice and staff knowledge being considered the most important aspect of the service provided by the UK-IPO.

Ian Fletcher CEO of the UK-IPO said:

"Our customer satisfaction survey results demonstrate that our customers are confident of our commitment to excellence and to continuous improvement in the delivery of all our services."

Overall, the UK-IPO is very pleased with the results from the survey which highlights that the vast majority of customers are happy with the service being offered. In particular, the UK-IPO staff are the key strength of the organisation being perceived to be well trained, helpful and friendly. The Office is now developing plans to deepen its insight into its customers.

Editor’s notes

• The customer survey was launched on 26 November 2007 and closed on 21 December 2007. An online survey was available during this time and 1800 customers were randomly selected to either receive a postal questionnaire or a letter in advance of a telephone call
• A total of 468 responses were received and results show that customer satisfaction has improved since the last customer survey conducted in 2005.
• Full results of the survey can be found on our external website.
• The survey was carried out by the Customer Relationship Management Team
• For enquiries about the UK Intellectual Property Office press or media activities please contact Bridget Whatmough on +44 (0)1633 813825 or Louise Hill on +44 (0)1633 814840.

Date of release: 9 April 2008