IP Australia is proud to be a customer-focused agency committed to continual improvement initiatives. Key to this commitment is listening to what you – our customers – think about our products and services.
This page outlines some of our research and data-capture initiatives underway, and recent findings.
Mid-Cycle Customer Satisfaction Survey (MCSS)
The MCSS originated as a key recommendation from the 2020 Customer Satisfaction Survey. It was held in November to December 2020 and was specifically designed to capture the feedback of customers who had one or more service requests completed in the previous 6 months.
The results of the MCSS are currently being reviewed. Key insights will be published on this page at a later date.
Design of IP Australia’s new website
We have commenced a project of work to assess and reimagine our agency’s website. We are working with an external supplier (Deloitte Digital) to ensure that it meets the needs of our customers.
Seeking valuable feedback from our customers is a key element of this project. In 2020, we invited customers and industry stakeholders to participate in a variety of activities which provided us with valuable information about individual experiences with our electronic services.
Feedback and suggestions we captured during each activity are being assessed and implemented into the design and functionality of the future website.
Customer Contact Centre: Post-Call Survey
Our Customer Contact Centre receives and handles a diverse range of enquiries from thousands of customers each year.
In late 2020, we worked with our supplier Probe Group to build and implement our first post-call survey. The survey is now offered to all customers following the resolution of their query.
This anonymous survey consists of automated questions that ask each customer to provide a rating, or indicate an answer, using the keypad on their phone.
The responses provided by customers are then incorporated into improvement initiatives.
Each year we invite our customers to participate in our Customer Satisfaction Survey.
This survey is a key pillar of our performance framework and an important opportunity for us to hear customers’ opinions and seek feedback on their experiences with us.
The survey was held in May to June 2020 and was offered to over 31,000 active customers representing self-filers, IP professionals and Australian businesses. We received 2,371 responses which provides an overall response rate of around 8%, similar to 2019 (Graph 1).
Graph 1: Respondent demographics from our Customer Satisfaction Survey, 2019 to 2020
In general, feedback from our customers demonstrated an overall improvement of their satisfaction with our products and services. Some statistics include:
Overall satisfaction with IP Australia improved: 82% in 2019 to 87% in 2020 (Graph 2).
Ease of contacting the agency improved: 87% in 2019 to 93% in 2020 (Graph 3).
Application processing speed from start to finish improved: 73% in 2019 to 80% in 2020.
Graph 2: Overall satisfaction results from our Customer Satisfaction Survey, 2018 to 2020
Graph 3: General impressions of IP Australia from our Customer Satisfaction Survey 2020
Whilst we welcome this level of satisfaction against our performance, the results from the survey also indicate that there are opportunities for us to improve. Work has already begun to explore how we can implement this feedback to provide the best possible service to you.
To enquire about this work, email the Customer Experience team at email@example.com.