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The EPO monitors customer satisfaction by running regular quantitative surveys with independent research institutes. Here below, the top results of these EPO surveys1.
Customer satisfaction with search and examination services1 | 2015 | 2016 | 2017 |
---|---|---|---|
% satisfied or very satisfied | 79% | 79% | 80% |
% average | 17% | 17% | 16% |
% not satisfied | 4% | 4% | 4% |
Customer satisfaction with patent administration services1 | 2015 | 2016 | 2017 |
---|---|---|---|
% satisfied or very satisfied | 80% | 87% | 89% |
% average | 14% | 9% | 8% |
% not satisfied | 6% | 4% | 3% |
Timeliness | 2016 | 2017 | |
---|---|---|---|
Search timeliness2 | All searches (in months) | 5.1 | 4.8 |
Examination timeliness3 | European examination (in months) | 23.3 | 22.1 |
Duration of opposition procedure4 |
All oppositions (in months) | 24.8 | 22.4 |
% of international searches on-time5 |
94.9% | 96.5% | |
Time to accelerated examination action6 |
3.1 | 3.1 |
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.
2016 | 2017 | ||||
---|---|---|---|---|---|
Timeliness of response to telephone enquiries |
Calls to Customer services answered within 20 seconds |
98% | 97% | ||
Calls to EPO switchboards answered within 20 seconds |
99% | 99% | |||
Resolution of customer services enquiries7 |
89% | 91%
|
2016 | 2017 | ||||
---|---|---|---|---|---|
Complaints registered | 449 | 334 | |||
% Breakdown by issue | |||||
Examiner products and services | 37% | 46% | |||
Patent administration products and services | 25% | 15% | |||
Other products and services | 38% | 39% | |||
% registered online | 56% | 56% | |||
% complaints replied to within 20 business days8 | 95% | 83% |