Customer research

Customer satisfaction survey

These surveys allow us to monitor the impacts of projects and activities we're implementing to improve our services for you.

Targeted surveys

We might ask you more specific questions about a service or project. For example, asking you to expand on feedback you've provided in our customer satisfaction survey. This helps us to really understand what you think and how we can improve your experience with us.

Pulse surveys

These are short surveys where we check in with you at the conclusion of an activity, like when you've renewed your IP right. This helps us understand your pain points, as well as what's working and why—making your customer experience even better.

Touchpoint surveys

We'll ask you to give us a rating when you use our:

• Website
• Online services
• Contact centre.

These surveys only take ten seconds of your time and let us know straight away how we're doing.

User testing

As we design and develop new products and services, we'll ask for your input to help shape how it:

• Looks
• Feels
• Reads
• Works.

We'll give you a prototype and ask you to complete a series of tasks to 'test' it.

The best part? There are no right or wrong answers. Tell us how user-friendly your experience is, and if you think it will be useful for someone else. We'll keep working on it until we get it right.

Keep an eye out for opportunities to participate via email.

Why we want your feedback

We're committed to continuous improvement, adaptation and innovation so that our customers:

• Have trust in the value of IP
• Have confidence in our ability to meet their needs
• Are empowered to access and benefit from IP rights ownership.

We invite our customers to participate in our Customer Satisfaction Survey. It's a key indicator of our performance and an important opportunity for us to seek our customers' feedback on their experiences with us. 

When is the survey conducted?

The Customer Satisfaction Survey is conducted on a quarterly basis and allows us to constantly monitor our performance through real-time feedback to yield higher accuracy and create a better customer experience.

The results

We received responses from customers representing as self-filers, IP professionals and Australian businesses for Quarter 4 2022-23 financial year. Overall satisfaction with IP Australia, satisfaction with the quality of our products and services, and satisfaction with our administration of the IP system improved to 91.8%, 90.5% and 88.1% respectively.

We also maintained strong performance for:

• The ease of contacting us
• The accuracy of information provided 
• Correspondence received from us
• The time we took to respond to customer queries and communication.

We're committed to delivering and maintaining a world leading IP system and services that are modern, effective and efficient to ensure all Australians benefit from great ideas.

What's next?

With this feedback, we'll continue to focus on:

• Providing customer experience excellence underpinned by contemporary products and systems
• Timely, transparent and consistent decision making
• Strong governance and sound people management practices.