2017 IP Australia Customer Satisfaction Survey
In 2016, we distributed a customer satisfaction survey to provide us with insights into how satisfied customers were with various aspects of our services. 7361 customers who had applied for, or been granted, an IP right in the previous six months were invited to participate.
Following the success of the 2016 survey, we have released the 2017 IP Australia Customer Satisfaction Survey. The survey will run between the 10th and the 24th of May 2017.
The 2017 survey has been distributed to customers who have submitted an application or been granted an IP Right in the last 12 months. The survey is designed to encourage our customers to express their views on a range of topics including;
- How we handled customer problems
- Ease of accessing and understanding IP related information
- Competency of our staff
- Accuracy of information provided and,
- Quality of our online services.
Once the survey results have been collected and analysed; we will provide a brief overview of the results on our website and via our social media channels.
TM Assist – Usability research
IP Australia’s Cognitive Futures Section are conducting two usability testing exercises to identify how easy our new prototype tool, TM Assist, is to use. We will seek feedback on ease of navigation, ease of learning, and whether needs are being met when using the tool.
TM Assist is a standalone prototype for applicants that uses machine learning to provide a smart search and suggest function for trade mark goods and services as well as business rule and mandatory field testing (based on the Trade Marks Act 1995).
On completing a preliminary assessment, applicants are provided with a list of potential trade mark issues in real-time. By informing and educating applicants through TM Assist, it is predicted that trade mark application quality will be improved.
We are seeking input into this process from previous trade mark applicants, current applicants and entrepreneurs and are contacting people via email to seek assistance.
The first round of usability testing will occur in May 2017.
Understanding what satisfies our customers (April – May 2016)
This research was conducted by Colmar Brunton on our behalf
We sought to understand what aspects of our products and services are most important to you to assist us to better understand how we can measure your levels of satisfaction with us. We conducted in-depth interviews with a sample of our customers. The outcome of this research informed our Customer Satisfaction Survey.
Customer Satisfaction Survey 2016 (May 2016)
The customer satisfaction survey was part of a two-phase research activity. The first phase involved stakeholder interviews to capture information to inform the quantitative survey conducted in May 2016. The survey was sent out to over 7300 customers who had transacted with us in the period mid-November 2015 to early May 2016. The purpose of the survey was to understand customer levels of satisfaction with various aspects of our business and look for opportunities to improve the products and services we provide.
The overall results were excellent with no significant areas of dissatisfaction. As a whole, 89 per cent of customers said they were highly satisfied or satisfied with IP Australia overall. A stand out result was customers’ satisfaction with dealing with staff. Areas of opportunity highlighted for us to investigate further were: online systems, correspondence, and education resources for different customer groups.
Patent Search Information Statement (May 2016)
This survey sought feedback from IP professionals and self-filers on the Australian Search Information Statement. We wanted to understand how our patent search information statement compared to the information provided by other intellectual property offices and sought input on improvements that might be valuable to users of our patent search products.
Source IP (May 2016)
In May 2016 we sent out a survey to the research organisations who are currently featured on Source IP to ask them about their experiences with the design and implementation of the site along with their feedback about the first six months since it was launched.
We received feedback from 14 participants and the overall feedback was excellent, with all respondents extremely supportive of the site and happy with the initial consultation and the level of communication since launch. Various pieces of feedback indicated that the profile of the site needs to be increased. As promotion and marketing of the site began in April 2016, (one month prior to this research), this feedback is encouraging for alignment to our future directions with the expectations of those involved with the site.
Start-up research (May 2016)
The Start-up Research project was conducted by Bienalto Consulting to understand how start-ups interact with IP and to better understand commercialisation strategies. The project was a two phase research activity, interviewing 24 people as part of the qualitative research, followed by a quantitative survey. The survey was sent to over 800 customers and was available via our website and social media channels. The survey received 218 responses. The key finding from the report noted that start-ups do not have the capital to actively engage with IP and proposed a stronger package of content across domestic and international IP is required as well as an enhanced on-the-ground engagement program and active media and marketing strategies to lift IP Australia’s reputation.
TM Headstart (May 2016)
This research sought feedback on our TM Headstart service to explore possible user experience improvements. We wanted to understand how the service was being used by trade mark filers (including first time self-filers and experienced users), as well as their perceptions and motivations, to help us make informed decisions regarding any future developments of the TM Headstart service.
IP Insurance (April 2016)
This survey was sent out to 12,000 customers who had transacted with us within the six month period prior to April 2016. We conducted this research to understand our customer’s views of IP insurance. The survey was closed on the 8th of April 2016. The information was collected to better understand how IP Australia could support IP owners protect their IP.
Correspondence re-design (January – March 2016)
This research consisted of two stages, the first stage included a survey sent out to a selection of customers who had transacted with us in the 12 month period prior to January 2016. The second stage consisted of a survey to users of our online services. The first stage closed on 29 January 2016 and the second stage closed on 30 March 2016. We received detailed responses from our customers about our redesigned correspondence. This information was used to assist in the design of new look correspondence that we are planning to roll out via a phased approach over the next 9 months (to end 2016).