We’d like to thank you for participating in our 2016 customer satisfaction survey and helping us understand your opinions on our services. The results will influence what future work we do to enhance your experience with us.
Earlier this year we invited over 7300 of our customers who had applied for, or been granted, an IP right in the previous six months to participate. Those that responded included self-filers, attorneys and individuals who filed through an attorney across all four intellectual property (IP) rights.
Overall, the results are excellent with no significant areas of dissatisfaction. We’re happy to hear you’re satisfied with our service, but we know there’s always room for improvement.
The key findings of the 2016 survey include:
- 89 per cent of customers surveyed were highly satisfied or satisfied with us overall.
- Interactions with our staff was a stand-out area of high satisfaction. Customers regard our staff as courteous (92%), helpful (88%), competent (86%), sympathetic (89%) and fair (81%).
- While customers were overall satisfied with the quality and reliability of our services – Online Services (eServices), website, search systems, and call centre – these areas are some of the least satisfying aspects to our customers.
- Application volume seemed to influence customer satisfaction. Customers who filed more applications were less satisfied. These customers were typically attorneys. Specific areas of comment were Online Services and correspondence.
- Self-filers tended to have less knowledge of the IP system, and recorded lower levels of satisfaction regarding the ability to easily find and understand relevant information.
- For examination products, the most important attributes for customers were: accuracy of search, first reports to include all significant objections/deficiencies, and correct application of the law.
- The length of time the application process takes is the least satisfying aspect for customers. It is not clear whether this is due to levels of understanding of what is involved, false expectations, quality and reliability of online systems, or other factors.
With a focus on continuous improvement, we’re taking on board your insights and looking at how we can make things better. We’ve already made changes to our website and some correspondence and will look to improve our targeted educational resources.
Again, thanks for having your say and helping us to continuously improve our services.