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IP Australia Key Findings
Your say on IP Australia’s performance – Customer Benchmark Survey 2008 results
Customer Feedback – what we are doing about it!
At IP Australia we take customer feedback seriously. In 2008 we conducted our third biennial Customer Benchmark Survey (CBS), seeking views on all our business areas from some of our major customer segments.
The key findings from the 2008 report were that:
- overall satisfaction with IP Australia increased by 1 percentage point compared to 2006;
- despite the current high satisfaction level, a trend away from exceptional service towards adequate service was evident;
- customers want IP Australia to improve its consistency, predictability and accuracy, especially in searches and examinations for trade marks and patents;
- attorneys tend to see our services as ‘adequate’ while self-filers tend to be either extremely satisfied or not at all satisfied; and
- self-filers are fairly confident that their IP rights would be held up in courts, while attorneys are much less confident.
Following the report’s release in December 2008, IP Australia established a cross-organisational internal stakeholder group to further analyse the data and develop an action plan. IP Australia’s Executive Committee has endorsed a series of action items recommended by the stakeholder group, including:
- improving communication with the Attorney profession
- conducting market research into, and a review of, complaint handling
- continuing to improve and extend information services such as AusPat and ATMOSS
- conducting an interim CBS in 2009
- improving ease of access for customers conducting business through electronic channels
- continuing an annual review and monitoring of customer service standards
- continuing customer service refresher training
- continuing to improve customer satisfaction through ISO 9001
- building on the Attorney placement program
- continued improvement of trade marks and designs operations, including search and examination
- implementation of IP Rights Quality Review
- improved examiner training.
Many of these action items are already embedded in IP Australia’s new Strategic Statement 2009-2014
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