Jahresbericht 2016

Quality indicators

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Customer satisfaction

The EPO monitors customer satisfaction by running regular quantitative surveys with independent research institutes. Here below, the top-level results of these EPO surveys1.

Customer satisfaction with search and examination services 1 2014 2015 2016
% satisfied or very satisfied 78% 79% 79%
% average 18% 17% 17%
% not satisfied 4% 4% 4%
Customer satisfaction with patent administration services 1 2013 2015 2016
% satisfied or very satisfied 80% 80% 87%
% average 14% 14% 9%
% not satisfied 6% 6% 4%
1. Every year, the EPO carries out customer satisfaction surveys on its search, examination and patent administration services.
More background information on these surveys: search and examination services and patent administration services.

Timeliness of patent grant procedure

Timeliness 2015 2016
Search timeliness 2 All searches (in months) 5.5 5.1
Examination timeliness 3 European examination (in months) 23.5 23.3
Duration of opposition
procedure 4		 All oppositions (in months) 26.1 24.8
% of international
searches on-time 5		 90.3% 94.9%
Time to accelerated
examination action 6		 3.4 3.1
  1. 2. Median value for all searches calculated from date of receipt at the EPO to dispatch of search report.
  2. 3. Median value calculated from valid examination request to dispatch of examiner's intention to grant.
  3. 4. Median value calculated from expiry of opposition filing period to date of opposition decision.
  4. 5. Percentage of PCT Chapter 1 international searches completed in time for publication along with the application (A1 publication).
  5. 6. Median time in months calculated from the examination procedure start date to examiner's first communication or decision to grant.

Timeliness of customer services

The EPO has set up Customer Services helpdesk and Customer Relationship Management System to handle users' queries. More information on the EPO's Customer Service Charter.

2015 2016
Timeliness of response
to telephone enquiries 		Calls to Customer services answered
within 20 seconds 		96% 98%
Calls to EPO switchboards answered
within 20 seconds 		99% 99%
Resolution of customer
services enquiries 7		   n/a 89%
7. Within 2 working days calculated in elapsed working hours (2 days = 16hrs).

Complaints 8

2015 2016
Complaints registered 428 449
% breakdown by issue  
  Examiner products and services 39% 37%
  Patent administration products and services 25% 25%
  Other products and services 36% 38%
% registered online 51% 56%
% complaints replied to within 20 business days 8 90% 95%
8. More information on the EPO's complaints procedure.

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