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Up until 2019, the EPO used median averages to indicate the timeliness of search, substantive examination and opposition procedures.
From 2020 on, the EPO will use mean averages to indicate the timeliness of these procedures. This gives a more precise measurement
of timeliness as it takes outliers into account.
To ensure transparency, historical data on the development of median and mean averages are provided. These illustrate how excessive procedural delays are being progressively eliminated.
An integral part of quality is the provision in good time of searches, examinations, and opposition decisions.
| Timeliness | 2018 | 2019 | |
|---|---|---|---|
| Search timeliness1 | All searches (in months) | 6.5 | 5.5 |
| Examination timeliness2 | European examination (in months) | 31.8 | 28.1 |
| Duration of opposition procedure3 |
All oppositions (in months) | 20.4 | 18.7 |
| % of international searches on-time4 |
96.4% | 96.8% | |
| Time to accelerated examination action5 |
3.2 | 2.6 | |
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.
| 2018 | 2019 | ||||
|---|---|---|---|---|---|
| Timeliness of response to telephone enquiries |
Calls to Customer services answered within 20 seconds |
92% | 89%7 | ||
| Calls to EPO switchboards answered within 20 seconds |
99% | 99%7 | |||
| Resolution of customer services enquiries6 |
90% | 90%
|
|||
| 2018 | 2019 | ||||
|---|---|---|---|---|---|
| Complaints registered | 384 | 342 | |||
| % Breakdown by issue | |||||
| Examiner products and services | 51% | 35% | |||
| Formalities products and services | 21% | 23% | |||
| Other products and services | 28% | 42% | |||
| % registered online | 43% | 50% | |||
| % complaints replied to within 20 business days8 | 88% | 87% | |||
