EUIPO USS 2017 · Computer assisted web interviews (CAWI / “online survey”) in English, French,...
Transcript of EUIPO USS 2017 · Computer assisted web interviews (CAWI / “online survey”) in English, French,...
Since 1998’ Minding your customers’ mind
P 1
EUIPO USS 2017
All, Key Users, Owners and Representatives
6702-6706 v7
Since 1998’ Minding your customers’ mind
P 2
figures in percent
Explanation "Combined Score"
0 20 40 60 80 100
5 10 15 10 15 20 25
1 = Entirely dissatisfied
2 = Mostly dissatisfied
3 = Somewhat dissatisfied
4 = Neither satisfied nor dissatisfied
5 = Somewhat satisfied
6 = Mostly satisfied
7 = Entirely satisfied
15 + 20 + 25 = 60 = "combined score"
Computer assisted web interviews (CAWI / “online
survey”)
in English, French, German, Italian and Spanish.
Sample size: 25.546 invitations
Invitations were sent out to users, who had
interacted with EUIPO's services during the year
2017.
Interviews: 𝑛= 2.695 completed interviews
This represents a response rate of 10,5%.
Fieldwork period: January 15th - February 4th 2018
This wave is labelled “2017” in this presentation.
The value “combined score” is shown for all satisfaction
questions in this presentation. “Combined score is computed
as follows: (dummy values):
Outline / Methodology
Since 1998’ Minding your customers’ mind
P 3
General Questions (Overall satisfaction; Image)
Legal Practice
EUTM
RCD
Appeals
The Register
Interaction with Users (Information Centre; Technical Support; Examiners; Complaints)
Website (e-filing tools; online tools)
Communication; EDB; Academy
Harmonisation across IP offices in the European Union
Summary and Conclusions
Content
Since 1998’ Minding your customers’ mind
P 4
figures in percent
6702_25a
Satisfaction Core Services - Combined Score* - Comparison Over Time
2018
2015
2014
2012
2010
2008
2007
2006
2005
0
25
50
75
100
8991
81
8585
7270
6565
2018
2015
2014
2012
2010
2008
2007
2006
2005
0
25
50
75
100 92938381
7176
686059
2018
2015
2014
2012
2010
2008
2007
2006
2005
0
25
50
75
100 929282
878379766767
2018
2015
2014
2012
2010
2008
2007
2006
2005
0
25
50
75
100
6472
6066
5859
4351
46
2018
2015
2014
2012
2010
2008
2007
2006
2005
0
25
50
75
100 9090858885
7368
5646
Overall EUTM RCD
Appeals Register
Since 1998’ Minding your customers’ mind
P 5
General Questions (Overall satisfaction; Image)
Legal Practice
EUTM
RCD
Appeals
The Register
Interaction with Users (Information Centre; Technical Support; Examiners; Complaints)
Website (e-filing tools; online tools)
Communication; EDB; Academy
Harmonisation across IP offices in the European Union
Summary and Conclusions
Since 1998’ Minding your customers’ mind
P 6
figures in percent
Basis: 2017 n=2.695 CAWI-interviews in total. Key Users n=170. Owners n=1.427. Representatives n=1.098.
6702_01b
Overall, how satisfied are you with the services provided by the EUIPO in 2017? **
Overall Satisfaction - Combined Score* - Comparison Over Time
0 20 40 60 80 100
2017
2015
2014
2012
2010
2008
2007
2006
2005
89
91
81
85
85
72
70
65
65
* Combined score: sum of somewhat satisfied + satisfied + very satisfied ** slightly different wording 2005-2015
0 20 40 60 80 100
2017
2015
2014
2012
2010
2008
2007
2006
2005
91
95
93
0
0 20 40 60 80 100
2017
2015
2014
2012
2010
2008
2007
2006
2005
87
89
80
81
82
70
69
63
62
0 20 40 60 80 100
2017
2015
2014
2012
2010
2008
2007
2006
2005
90
93
82
89
89
73
70
66
67
Owners Representatives Key Users
All
Since 1998’ Minding your customers’ mind
P 7
figures in percent
Basis: 2017 n=2.695 CAWI-interviews in total. Key Users n=170. Owners n=1.427. Representatives n=1.098.
6702_03
Please mark up to three adjectives that, in your opinion, describe the EUIPO best.
Adjectives Describing the EUIPO
0 10 20 30 40 50
Efficient
Accessible
Fast
Competent
Transparent
Innovative
Bureaucratic
Expensive
Impersonal
Slow
Sustainable
Non-transparent
Inconsistent
Inaccessible
User unfriendly
Other
Do not know
48
44
38
36
25
17
12
12
10
8
5
5
5
4
1
2
1
0 10 20 30 40 50
45
52
44
37
21
27
12
2
6
6
6
3
11
4
1
4
1
0 10 20 30 40 50
46
41
34
35
26
15
14
18
11
9
6
6
3
4
1
2
2
0 10 20 30 40 50
51
47
44
36
24
19
11
5
10
6
5
4
6
5
0
2
1
All KeyUsers Owners Representatives
Since 1998’ Minding your customers’ mind
P 8
General Questions (Overall satisfaction; Image)
Legal Practice
EUTM
RCD
Appeals
The Register
Interaction with Users (Information Centre; Technical Support; Examiners; Complaints)
Website (e-filing tools; online tools)
Communication; EDB; Academy
Harmonisation across IP offices in the European Union
Summary and Conclusions
Since 1998’ Minding your customers’ mind
P 9
.. .. if somewhat or fully aware: How satisfied are you with the Guidelines?
Basis: Awareness: n=2.695 CAWI-interviews in total. Key Users n=170. Owners n=1.427. Representatives n=1.098.
Satisfaction: n=2.089 CAWI-interview in total. Key Users n=161. Owners n=966. Prepresentatives n=962.
6702_04a
The EUIPO's current trade mark and design practice is reflected in a series of Guidelines. To what extent are you aware of the EUIPO's Guidelines?
EUIPO's Guidelines: Awareness and Overall Satisfaction
All KeyUsers Owners Representatives0
10
20
30
40
50
60
9
1
13
4
14
5
19
9
53
43
53 56
24
52
15
32
Not aware at all Know them only by name Somewhat aware Fully aware
0 20 40 60 80 100
All
KeyUsers
Owners
Representatives
1
1
1
1
1
1
2
1
2
2
14
9
17
12
25
22
26
25
47
57
41
51
11
9
12
9
1 = Entirely dissatisfied
2 = Mostly dissatisfied
3 = Somewhat dissatisfied
4 = Neither satisfied nor dissatisfied
5 = Somewhat satisfied
6 = Mostly satisfied
7 = Entirely satisfied
figures in percent
figures in percent
83
88
79
85
Combined
score
Since 1998’ Minding your customers’ mind
P 10
General Questions (Overall satisfaction; Image)
Legal Practice
EUTM
RCD
Appeals
The Register
Interaction with Users (Information Centre; Technical Support; Examiners; Complaints)
Website (e-filing tools; online tools)
Communication; EDB; Academy
Harmonisation across IP offices in the European Union
Summary and Conclusions
Since 1998’ Minding your customers’ mind
P 11
figures in percent
Overall, how satisfied are you with the service provided by the EUIPO in 2017 for EUTM applications? **
Satisfaction with EUTM - Overall - Combined Score* - Comparison Over Time
0 20 40 60 80 100
2017
2015
2014
2012
2010
2008
2007
2006
2005
92
93
83
81
71
76
68
60
59
* Combined score: sum of somewhat satisfied + satisfied + very satisfied ** slightly different wording 2005-2015
All
Basis: n=2.240 CAWI-interviews in total, users of EUTM only. Key Users n=153. Owners n=1.110. Representatives n=977.
6702_09
Since 1998’ Minding your customers’ mind
P 12
figures in percent
Basis: n=2.240 CAWI-interviews in total, users of EUTM only. Key Users n=153. Owners n=1.110. Representatives n=977.
6702_06a
Satisfaction with EUTM - Overall and Aspects
0 20 40 60 80 100
All
KeyUsers
Owners
Representatives
All
KeyUsers
Owners
Representatives
All
KeyUsers
Owners
Representatives
All
KeyUsers
Owners
Representatives
All
KeyUsers
Owners
Representatives
2
3
1
2
1
3
1
2
4
1
2
1
3
1
2
3
1
1
1
2
1
1
1
1
2
3
3
2
2
2
2
2
2
2
2
2
1
3
2
3
2
3
2
5
7
4
4
3
3
6
4
3
3
4
3
2
4
2
5
5
6
3
7
3
9
6
10
12
12
8
12
10
13
10
12
7
14
11
13
22
12
12
19
16
22
16
17
30
16
16
18
27
16
19
45
60
38
49
45
56
39
52
38
54
30
45
40
39
36
44
38
46
37
42
35
29
36
35
31
13
36
29
27
24
25
28
25
13
28
23
24
12
26
22
1 = Entirely dissatisfied
2 = Mostly dissatisfied
3 = Somewhat dissatisfied
4 = Neither satisfied nor dissatisfied
5 = Somewhat satisfied
6 = Mostly satisfied
7 = Entirely satisfied
Overall satisfaction
with EUTM
examination
process
Overall satisfaction with the service for
EUTM applications
provided in 2017
Time taken for
examination
Consistency of
examination of
classification of
goods and services
Predictability of
examination of
classification of
goods and services
Combined
score
92
96
88
95
89
91
87
93
84
94
77
89
82
82
80
83
80
85
79
83
... if EUTM user
EUTM
Since 1998’ Minding your customers’ mind
P 13
figures in percent
Basis: n=1.962 CAWI-interviews in total, users with accepted EUTM only. Key Users n=149. Owners n=905. Representatives n=908.
6702_07a1
Satisfaction with EUTM - Aspects of the Absolute Grounds Examination
0 20 40 60 80 100
All
KeyUsers
Owners
Representatives
All
KeyUsers
Owners
Representatives
All
KeyUsers
Owners
Representatives
All
KeyUsers
Owners
Representatives
1
2
1
1
1
2
1
1
3
1
1
3
2
1
1
1
2
1
1
2
1
1
1
2
2
3
1
3
3
1
3
3
3
9
2
4
4
5
3
5
11
11
12
11
13
8
14
12
14
13
14
15
14
13
14
14
14
24
12
15
16
20
15
16
14
28
12
14
16
25
13
17
40
40
39
40
38
49
37
39
38
32
39
39
37
40
38
36
31
17
36
28
29
21
30
29
28
15
32
25
27
13
31
25
1 = Entirely dissatisfied
2 = Mostly dissatisfied
3 = Somewhat dissatisfied
4 = Neither satisfied nor dissatisfied
5 = Somewhat satisfied
6 = Mostly satisfied
7 = Entirely satisfied
Time taken for
Absolute Grounds
examination
Overall
satisfaction with
Absolute Grounds
examination
Consistency of
Absolute Grounds
examination
Predictability of
Absolute Grounds
examination
85
81
87
83
83
90
82
84
80
75
83
78
80
78
82
78
Combined
score ... if have accepted applications
EUTM
Since 1998’ Minding your customers’ mind
P 14
figures in percent
Basis: n=427 CAWI-interviews in total, users with rejected EUTM only. Key Users n=96. Owners n=104. Representatives n=227.
6702_07a2
Satisfaction with EUTM - Aspects of Absulute Grounds Decisions
0 20 40 60 80 100
All
KeyUsers
Owners
Representatives
All
KeyUsers
Owners
Representatives
All
KeyUsers
Owners
Representatives
All
KeyUsers
Owners
Representatives
All
KeyUsers
Owners
Representatives
All
KeyUsers
Owners
Representatives
10
6
22
6
5
2
16
1
9
5
22
4
9
6
22
5
11
5
26
7
9
4
22
5
9
7
10
10
3
1
2
5
6
3
7
6
7
7
8
7
10
8
12
9
8
5
10
9
20
17
18
23
6
2
8
7
15
13
11
18
17
13
13
20
18
16
12
22
16
17
12
18
16
17
17
15
17
18
21
15
18
21
16
17
24
26
22
23
18
19
16
18
25
26
20
24
1928
1318
2221
1924
2121
1922
1825
1616
2029
1718
2024
1719
212313
22
3545
2435
2430
1825
202013
23
17209
19
172312
18
52
76
121110
13
7778
53
66
63
87
51
77
1 = Entirely dissatisfied
2 = Mostly dissatisfied
3 = Somewhat dissatisfied
4 = Neither satisfied nor dissatisfied
5 = Somewhat satisfied
6 = Mostly satisfied
7 = Entirely satisfied
Time taken to
issue the
decision(s)
Overall
satisfaction with
the decision(s)
Clarity of the
decision(s)
Consistency of the
decision(s)
Reasoning behind
the decision(s)
Predictability of
the decision(s)
45533346
69775372
52584455
43483545
43523444
42483644
Combined
score... if have rejected applications
Since 1998’ Minding your customers’ mind
P 15
figures in percent
Basis: n=776 CAWI-interviews in total, users of Opposition only. Key Users n=153. Owners n=100. Representatives n=523.
6702_08a
Satisfaction with EUTM - Oppositions Proceedings and Decisions (Share-of-Voice*)
0 20 40 60 80 100
All (n=767)KeyUsers (n=151)
Owners (99)Representatives (517)
All (n=766)KeyUsers (n=150)
Owners (n=99)Representatives (n=517)
All (n=747)KeyUsers (n=150)
Owners (n=95)Representatives (n=502)
All (n=731)KeyUsers (n=143)
Owners (n=96)Representatives 8n=492)
All (n=729)KeyUsers (n=146)
Owners (n=93)Representatives (n=490)
All (n=729)KeyUsers (n=146)
Owners (n=92)Representatives (n=491)
All (n=727)KeyUsers (n=147)
Owners (n=92)Representatives (n=490)
All (n=731)KeyUsers (n=147)
Owners (n=93)Representatives (n=491)
1
5
1
1
1
5
1
1
1
3
1
2
1
8
1
1
2
1
2
1
3
2
2
1
3
2
2
3
2
1
1
3
1
2
1
5
1
2
1
4
2
2
2
1
2
2
1
5
2
2
3
1
2
2
1
3
2
3
2
3
3
5
1
8
5
4
1
8
4
6
3
5
6
5
5
5
5
5
4
10
4
6
6
10
6
5
5
10
5
6
9
8
6
10
6
12
11
9
9
7
10
18
16
23
17
17
13
18
18
17
14
17
18
19
17
23
19
17
15
17
17
21
19
26
20
19
24
14
19
19
22
17
18
20
26
15
19
22
25
18
23
20
23
13
21
21
25
10
23
24
31
11
24
22
26
13
22
47
54
34
46
43
48
31
44
39
41
25
42
38
43
36
37
37
45
30
36
37
40
34
36
36
38
36
37
35
36
31
36
16
14
23
16
21
17
26
21
15
12
24
14
13
11
14
13
17
13
23
17
12
7
20
11
13
9
20
12
10
7
16
10
1 = Entirely dissatisfied
2 = Mostly dissatisfied
3 = Somewhat dissatisfied
4 = Neither satisfied nor dissatisfied
5 = Somewhat satisfied
6 = Mostly satisfied
7 = Entirely satisfied
The way the
EUIPO managed
the opposition
proceedings
Overall satisfaction
with oppositions
The opposition
decision(s)
Overall time
taken for a
decision(s)
Clarity of the
decision(s)
Consistency
of the
decision(s)
Reasoning
behind the
decision(s)
Predictability of
the decision(s)
82
92
71
81
83
87
74
83
74
79
64
75
73
79
68
73
74
81
66
74
70
72
64
70
73
78
67
73
67
69
60
68
Combined
score
* "Share of voice" means that only interviewees with an opinion are included / not statement answers (due to no required answer) are eliminated.
... if have been involved in
opposition
Since 1998’ Minding your customers’ mind
P 16
figures in percent
Basis: n=313 CAWI-interviews in total, users of Cancellations only. Key Users n=100. Owners n=44. Representatives n=169.
6702_08b
Satisfaction with EUTM - Cancellations Proceeding and Decisions (Share-of-Voice*)
0 20 40 60 80 100
All (n=293)KeyUser (n=93)
Owner (n=41)Representative (n=159)
All (n=295)KeyUser (n=93)
Owner (n=41)Representative (n=161)
All (n=290)KeyUser (n=93)
Owner (n=41)Representative (n=156)
All (n=284)KeyUser (n=89)
Owner (n=40)Representative (n=155)
All (n=283)KeyUser (n=89)
Owner (n=40)Representative (n=154)
All (n=284)KeyUser (n=90)
Owner (n=40)Representative (n=154)
All (n=284)KeyUser (n=90)
Owner (n=40)Representative (n=154)
All (n=284)KeyUser (n=90)
Owner (n=40)Representative (n=154)
1
1
1
1
1
2
1
1
2
1
3
1
8
2
1
8
1
1
5
1
2
2
2
2
2
1
5
2
3
2
5
4
2
1
4
2
5
2
2
3
1
2
2
2
2
3
2
2
3
2
3
1
4
2
8
5
4
5
5
3
4
3
2
5
7
9
2
5
3
1
2
4
3
1
5
4
4
3
10
3
4
2
5
4
17
24
17
13
15
20
15
12
25
28
29
22
23
26
27
21
24
31
25
20
26
34
27
22
23
28
27
19
25
29
33
22
20
23
19
19
22
22
15
25
18
19
10
20
21
17
15
24
20
18
18
21
22
18
20
26
22
22
18
24
22
23
18
22
40
34
33
45
38
37
35
39
34
32
34
36
30
28
30
35
36
31
30
40
32
30
26
33
32
29
27
35
32
26
23
38
14
14
17
13
17
14
27
16
15
15
19
14
14
16
18
12
13
16
18
12
13
13
15
12
14
16
15
13
12
16
15
10
1 = Entirely dissatisfied
2 = Mostly dissatisfied
3 = Somewhat dissatisfied
4 = Neither satisfied nor dissatisfied
5 = Somewhat satisfied
6 = Mostly satisfied
7 = Entirely satisfied
The way the EUIPO
managed the
cancellation
proceedings
Overall satisfaction
with cancellations
The cancellation
decision(s)
Overall time taken
for a decision(s)
Clarity of the
decision(s)
Consistency of the
decision(s)
Reasoning behind the
decision(s)
Predictability of the
decision(s)
Low
sam
ple
size in
all th
e su
b-g
roups!
74
71
69
77
77
73
77
80
67
66
63
70
65
61
63
71
69
65
66
73
67
61
61
71
68
67
60
72
66
65
56
70
Combined
score
* "Share of voice" means that only interviewees with an opinion are included / don't know answers are eliminated.
... if have been involved in
cancellations
Since 1998’ Minding your customers’ mind
P 17
General Questions (Overall satisfaction; Image)
Legal Practice
EUTM
RCD
Appeals
The Register
Interaction with Users (Information Centre; Technical Support; Examiners; Complaints)
Website (e-filing tools; online tools)
Communication; EDB; Academy
Harmonisation across IP offices in the European Union
Summary and Conclusions
Since 1998’ Minding your customers’ mind
P 18
figures in percent
Basis: 2017: n=838 CAWI-interviews in total, users of RCD only. Key Users n=107. Owners n=300. Representatives n=431.
6702_10b
Satisfaction with RCD - Overall - Combined Score* - Comparison Over Time
0 20 40 60 80 100
2017
2015
2014
2012
2010
2008
2007
2006
2005
92
92
82
87
83
79
76
67
67
* Combined score: sum of somewhat satisfied + satisfied + very satisfied ** slightly different wording 2005-2015
All
Overall, how satisfied are you with the service provided by the EUIPO for RCD applications in 2017? **
Since 1998’ Minding your customers’ mind
P 19
figures in percent
Basis: n=107 CAWI-interviews in total, users of application for a declaration of invalidity of an RCD only.
6702_10e
How satisfied are you with the application(s) for a declaration of invalidity of an RCD that you were involved in during 2017?
Satisfaction with RCD - Declaration of Invalidity (Share-of-Voice*)
0 20 40 60 80 100
All (n=96)
All (n=95)
All (n=91)
All (n=93)
All (n=93)
All (n=93)
All (n=93)
All (n=93)
3
2
2
3
2
5
3
5
4
7
3
7
3
2
3
1
5
6
7
7
5
5
7
7
23
21
29
24
26
26
26
28
21
19
19
17
20
20
18
20
33
32
26
33
34
33
33
32
10
13
14
9
9
9
8
8
1 = Entirely dissatisfied
2 = Mostly dissatisfied
3 = Somewhat dissatisfied
4 = Neither satisfied nor dissatisfied
5 = Somewhat satisfied
6 = Mostly satisfied
7 = Entirely satisfied
The way the EUIPO
managed the invalidity
proceedings
Overall satisfaction
with RCD invalidity
The invalidity
decision(s)
Overall time taken for a
decision(s)
Clarity of the
decision(s)
Consistency of the
decision(s)
Reasoning behind the
decision(s)
Predictability of the
decision(s)
* "Share of voice" means that only interviewees with an opinion are included / not statement answers (due to no required answer) are eliminated.
Combined
score
64
64
59
59
63
62
59
60
Since 1998’ Minding your customers’ mind
P 20
General Questions (Overall satisfaction; Image)
Legal Practice
EUTM
RCD
Appeals
The Register
Interaction with Users (Information Centre; Technical Support; Examiners; Complaints)
Website (e-filing tools; online tools)
Communication; EDB; Academy
Harmonisation across IP offices in the European Union
Summary and Conclusions
Since 1998’ Minding your customers’ mind
P 21
figures in percent
0 20 40 60 80 100
2017
2015
2014
2012
2010
2008
2007
2006
2005
64
72
60
66
58
59
43
51
46
0 20 40 60 80 100
2017
2015
2014
2012
2010
2008
2007
2006
2005
68
84
0
0 20 40 60 80 100
2017
2015
2014
2012
2010
2008
2007
2006
2005
43
48
0
0 20 40 60 80 100
2017
2015
2014
2012
2010
2008
2007
2006
2005
67
68
0
Owners Representatives Key Users
All
Basis: 2017: n=330 CAWI-interviews in total, users of Appeal only. Key Users n=101. Owners n=47. Representatives n=182.
2015: n=309 CAWI-interviews in total, users of Appeal only. Key Users n=99. Owners n=27. Representatives n=183.
6702_11c
* Combined score: sum of somewhat satisfied + satisfied + very satisfied ** slightly different wording 2005-2015
Satisfaction with Appeals - Overall - Combined Score* - Comparison Over Time
In general, how satisfied are you with the service received from the Office's Boards of Appeal? **
No data on sub groups
2005-2014 available
No data on sub groups
2005-2014 available
No data on sub groups
2005-2014 available
Low sample size
Since 1998’ Minding your customers’ mind
P 22
You mentioned you appealed against a decision of the Office in 2017.
1) In general, how satisfied are you with the service received from the Office's Boards of Appeal?
2) How satisfied are you with the administrative proceedings for appeals?
Basis: n=330 CAWI-interviews in total, users of Appeal only. Key Users n=101. Owners n=47. Representatives n=182.
6702_11a
Satisfaction with Appeals
0 20 40 60 80 100
All
KeyUsers
Owners
Representatives
All
KeyUsers
Owners
Representatives
4
17
3
3
15
2
4
2
11
3
3
1
6
4
9
9
6
10
6
7
6
5
19
21
23
16
15
16
21
13
25
28
17
26
29
32
21
30
31
31
17
35
34
35
27
34
8
9
9
7
10
9
4
12
1 = Entirely dissatisfied
2 = Mostly dissatisfied
3 = Somewhat dissatisfied
4 = Neither satisfied nor dissatisfied
5 = Somewhat satisfied
6 = Mostly satisfied
7 = Entirely satisfied
figures in percent
General satisfaction
with the service
received from the
Office's Boards
of Appeal?
Satisfaction with
the administrative
proceedings
for appeals
Low sample size in
the sub-group owners!
Low sample size in
the sub-group owners!
64
68
43
68
73
76
52
76
Combined
score *
Since 1998’ Minding your customers’ mind
P 23
How satisfied are you with the Board of Appeal decision(s)?
Basis: n=330 CAWI-interviews in total, users of Appeal only. Key Users n=101. Owners n=47. Representatives n=182.
6702_11b
Satisfaction with Appeals - Decision(s)
0 20 40 60 80 100
All
KeyUsers
Owners
Representatives
All
KeyUsers
Owners
Representatives
All
KeyUsers
Owners
Representatives
4
1
19
2
4
1
19
2
4
1
19
1
5
3
4
5
5
3
2
7
5
3
4
5
7
2
11
8
7
5
9
8
6
4
4
8
19
23
21
17
19
22
24
17
23
24
30
21
24
29
17
24
22
24
21
21
27
29
26
26
35
36
22
37
34
34
19
36
28
32
13
32
6
6
6
7
9
11
6
9
7
7
4
7
1 = Entirely dissatisfied
2 = Mostly dissatisfied
3 = Somewhat dissatisfied
4 = Neither satisfied nor dissatisfied
5 = Somewhat satisfied
6 = Mostly satisfied
7 = Entirely satisfied
figures in percent
Overall
satisfaction
with the
decision(s)
Predictability
of the
decision(s)
Reasoning
of the
decision(s)
Low sample size in
the sub-group owners!
Low sample size in
the sub-group owners!
Low sample size in
the sub-group owners!
65
71
45
68
65
69
46
66
62
68
43
65
Combined
score *
Since 1998’ Minding your customers’ mind
P 24
General Questions (Overall satisfaction; Image)
Legal Practice
EUTM
RCD
Appeals
The Register
Interaction with Users (Information Centre; Technical Support; Examiners; Complaints)
Website (e-filing tools; online tools)
Communication; EDB; Academy
Harmonisation across IP offices in the European Union
Summary and Conclusions
Since 1998’ Minding your customers’ mind
P 25
figures in percent
Satisfaction with the Register - Overall - Combined Score* - Comparison Over Time
0 20 40 60 80 100
2017
2015
2014
2012
2010
2008
2007
2006
2005
90
90
85
88
85
73
68
56
46
* Combined score: sum of somewhat satisfied + satisfied + very satisfied ** slightly different wording 2005-2015
All users of
the Register
Basis: n=1.082 CAWI-interviews in total, users of Register only. Key Users n=149. Owners n=271. Representatives n=662.
6702_12b
How satisfied are you with the Register (renewal of an EUTM or RCD; transfer of an EUTM or RCD; changes to
owner/representative data of a registered EUTM or RCD; certified copies of application or other entries in the Register)?
Since 1998’ Minding your customers’ mind
P 26
General Questions (Overall satisfaction; Image)
Legal Practice
EUTM
RCD
Appeals
The Register
Interaction with Users (Information Centre; Technical Support; Examiners; Complaints)
Website (e-filing tools; online tools)
Communication; EDB; Academy
Harmonisation across IP offices in the European Union
Summary and Conclusions
Since 1998’ Minding your customers’ mind
P 27
Basis: Infomration Centre: n=1.465 CAWI-interviews in total. Key Users n=133. Owners n=667. Representatives n=665.
Tech. Support: n=687 CAWI-interviews in total. Key Users n=85. Owners n=294. Representatives n=308.
Examiners: n=705 CAWI-interviews in total. Key Users n=95. Owners n=202. Representatives n=408.
Complaints: n=112 CAWI-interviews in total. Key Users n=22. Owners n=42. Representatives n=48.
6702_14b
Satisfaction with Service provided by / received from the EUIPO Teams
0 20 40 60 80 100
All
KeyUsers
Owners
Representatives
All
KeyUsers
Owners
Representatives
All
KeyUsers
Owners
Representatives
All
KeyUsers
Owners
Representatives
1
2
1
1
1
2
1
2
1
3
1
12
5
17
10
1
1
2
1
1
2
1
2
5
1
5
14
5
2
4
6
3
4
4
7
2
5
5
5
4
4
6
5
10
5
6
5
4
6
7
6
6
7
7
5
7
16
18
14
17
14
21
13
13
16
26
13
15
17
25
12
18
20
14
26
17
39
47
37
42
38
39
38
38
38
46
37
39
26
35
19
27
36
17
39
35
34
21
37
34
29
16
34
30
15
14
14
17
1 = Entirely dissatisfied
2 = Mostly dissatisfied
3 = Somewhat dissatisfied
4 = Neither satisfied nor dissatisfied
5 = Somewhat satisfied
6 = Mostly satisfied
7 = Entirely satisfied
figures in percent
Information
Centre(n=1.465)
Technical
Support(n=687)
Examiners(n=705)
Complaints(n=112)
Low sample size in
the sub-groups!
Combined
score
89
85
89
90
88
86
88
87
84
87
83
87
61
63
59
61
... if have been in contact (in 2017)
Since 1998’ Minding your customers’ mind
P 28
General Questions (Overall satisfaction; Image)
Legal Practice
EUTM
RCD
Appeals
The Register
Interaction with Users (Information Centre; Technical Support; Examiners; Complaints)
Website (e-filing tools; online tools)
Communication; EDB; Academy
Harmonisation across IP offices in the European Union
Summary and Conclusions
Since 1998’ Minding your customers’ mind
P 29
figures in percent
Basis: n=2.695 CAWI-interviews in total. Key Users n=170. Owners n=1.427. Representatives n=1.098.
6702_15
Satisfaction with e-filing Tools (Share-of-Voice*)
0 20 40 60 80 100
All (n=2167)
KeyUsers (n=160)
Owners (n=1037)
Representatives (n=970)
All (n=1391)
KeyUsers (n=157)
Owners (n=554)
Representatives (n=680)
All (n=1571)
KeyUsers (n=130)
Owners (n=725)
Representatives (n=716)
All (n=1790)
KeyUsers (n=161)
Owners (n=784)
Representatives (n=845)
All (n=1611)
KeyUsers (n=132)
Owners (n=836)
Representatives (n=643)
All (n=1242)
KeyUsers (n=134)
Owners (n=562)
Representatives (n=543)
All (n=1195)
KeyUsers (n=130)
Owners (n=527)
Representatives (n=538)
4
2
4
2
4
4
5
2
3
1
6
3
5
4
5
3
5
5
5
3
4
5
5
2
5
8
5
2
8
1
11
3
15
7
26
10
12
9
16
9
9
4
13
8
12
10
12
12
17
8
23
16
20
8
24
16
11
5
11
11
13
7
13
15
14
11
14
12
14
8
16
13
15
9
15
15
13
9
15
14
14
12
14
14
38
44
36
42
37
43
31
40
38
37
35
38
38
43
35
38
37
49
36
39
39
54
31
42
34
47
32
39
40
48
38
41
31
39
26
34
33
42
29
37
35
40
31
39
32
27
32
31
26
24
26
26
27
25
24
29
1+2+3 = dissatisfied 4 = Neither satisfied nor dissatisfied 5 = Somewhat satisfied 6 = Mostly satisfied 7 = Entirely satisfied
EUTM e-filing
Opposition
e-filing
RCD
e-filing
E-filing of
recordals
E-filing for
international
applications
E-filing for
appeals
E-filing for
cancellation/
invalidity
89
97
85
94
81
89
70
89
85
90
78
87
87
91
82
90
84
85
83
85
78
87
72
82
75
84
70
82
Combined
score
* "Share of voice" means that only interviewees with an opinion are included / don't use answers are eliminated.
Since 1998’ Minding your customers’ mind
P 30
figures in percent
Basis: n=2.695 CAWI-interviews in total. Key Users n=170. Owners n=1.427. Representatives n=1.098.
6702_16a
Satisfaction with Online Tools I (Share-of-Voice*)
0 20 40 60 80 100
All (n=2554)
KeyUsers (n=169)
Owners (n=1319)
Representatives (n=1066)
All (n=1837)
KeyUsers (n=159)
Owners (n=777)
Representatives (n=901)
All (n=1972)
KeyUsers (n=160)
Owners (n=844)
Representatives (n=968)
All (n=1549)
KeyUsers (n=14)
Owners (n=729)
Representatives (n=706)
All (n=1453)
KeyUsers (n=110)
Owners (n=679)
Representatives (n=664)
All (n=2194)
KeyUsers (n=167)
Owners (n=1036)
Representatives (n=991)
8
9
9
8
4
2
6
4
5
9
5
5
5
6
6
3
4
3
6
3
5
5
5
4
7
7
8
6
12
4
19
7
10
2
17
6
16
13
18
13
17
15
19
13
7
2
11
6
18
15
20
16
15
16
15
15
16
17
15
16
18
16
16
17
19
20
19
18
16
16
18
16
40
43
36
44
43
50
35
46
38
49
32
43
37
40
37
42
37
38
33
42
41
49
36
43
26
25
28
25
26
28
26
28
30
23
31
31
25
24
24
25
24
23
23
23
31
28
30
31
1 + 2 + 3 = dissatisfied 4 = Neither satisfied nor dissatisfied 5 = Somewhat satisfied 6 = Mostly satisfied 7 = Entirely satisfied
The Office's
website
TMclass
TMview
DesignView
DesignClass
eSearch
Plus
* "Share of voice" means that only interviewees with an opinion are included / don't use answers are eliminated.
84838485
84947689
84897890
80807784
80817583
88938490
Combined
score
Since 1998’ Minding your customers’ mind
P 31
figures in percent
Basis: n=2.695 CAWI-interviews in total. Key Users n=170. Owners n=1.427. Representatives n=1.098.
6702_16b
Satisfaction with Online Tools II (Share-of-Voice*)
0 20 40 60 80 100
All (n=1573)
KeyUsers (n=124)
Owners (n=678)
Representatives (771)
All (n=1791)
KeyUsers (n=120)
Owners (n=832)
Representatives (n=839)
All (n=2405)
KeyUsers (n=170)
Owners (n=1197)
Representatives (n=1038)
All (n=2251)
KeyUsers (n=166)
Owners (n=1107)
Representatives (n=978)
All (n=1169)
KeyUsers (n=69)
Owners (n=563)
Representatives (n=537)
All (n=896)
KeyUsers (n=53)
Owners (n=483)
Representatives (n=360)
7
8
8
6
10
7
10
11
8
3
10
6
8
5
10
7
5
2
5
2
9
13
12
6
15
8
19
13
13
17
15
12
9
6
11
6
8
6
10
7
26
27
28
21
27
33
27
30
20
22
19
20
19
25
19
21
18
16
18
18
17
15
17
17
14
17
13
17
15
20
12
15
37
43
31
42
34
35
32
34
39
50
36
43
39
49
36
40
35
44
31
40
27
20
27
30
20
18
23
19
22
15
24
22
26
25
26
26
27
24
27
29
21
10
23
19
21
13
21
18
1 + 2 + 3 = Dissatisfied 4 = Neither satisfied nor dissatisfied 5 = Somewhat satisfied 6 = Mostly satisfied 7 = Entirely satisfied
eSearch Case
Law
Goods and
Services
Builder
The User
Area
Electronic
communi-
cations
Common
Gateway
(tmdn.org)
Mobile
applications
Combined
score
77837381
75757577
83918087
83888086
70716776
63536063
* "Share of voice" means that only interviewees with an opinion are included / don't use answers are eliminated.
Since 1998’ Minding your customers’ mind
P 32
General Questions (Overall satisfaction; Image)
Legal Practice
EUTM
RCD
Appeals
The Register
Interaction with Users (Information Centre; Technical Support; Examiners; Complaints)
Website (e-filing tools; online tools)
Communication; EDB; Academy
Harmonisation across IP offices in the European Union
Summary and Conclusions
Since 1998’ Minding your customers’ mind
P 33
figures in percent
Basis: n=2.695 CAWI-interviews in total. Key Users n=170. Owners n=1.427. Representatives n=1.098.
6702_17
Relevancy Of EUIPO's Communications (Share-of-Voice*)
0 20 40 60 80 100
All (n=1698)KeyUsers (n=143)
Owners (n=821)Representatives (n=734)
All (n=1551)KeyUsers (n=122)
Owners (n=788)Representatives (n=641)
All (n=1278)KeyUsers (n=89)Owners (n=671)
Representatives (n=518)
All (n=1593)KeyUsers (n=106)
Owners (n=824)Representatives (n=663)
All (n=1502)KeyUsers (n=144)
Owners (n=676)Representatives (n=682)
All (n=1500)KeyUsers (n=113)
Owners (n=729)Representatives (n=658)
All (n=2695)KeyUsers (n=170)Owners (n=1427)
Representatives (n=1098)
All (n=1391)KeyUsers (n=97)Owners (n=716)
Representatives (n=578)
137
1412
191517
22
4044
3840
14131415
186
2315
2012
2219
2217
2220
3133
2835
1713
1916
2120
2021
2525
2726
2024
2120
2112
2818
2223
2420
2325
2623
2532
2623
2532
2325
222722
24
1517
1513
2434
2123
2534
1927
2232
2222
222919
23
1719
1817
293528
30
2431
2422
1310
1315
2723
2827
2333
1726
2426
2027
2226
2022
1712
1817
1613
1616
147
1710
84
86
156
1715
1315
1315
138
1412
123
1311
104
108
1 + 2 + 3 = irrelevant 4 = Neither relevant nor irrelevant 5 = Somewhat relevant 6 = Mostly relevant 7 = Entirely relevant
Online
news
items
Online
videos
(@EUIPiotweets)
Observatory
website (in
general)
Alicante News
(newsletter)
Observatory
News
(newsletter)
Annual reports
* "Share of voice" means that only interviewees with an opinion are included / don't know and not aware answers are eliminated.
70806771
60656356
36313634
66636665
61824968
59665661
56585256
44354642
Combined
score
Since 1998’ Minding your customers’ mind
P 34
Basis: Awareness: n=2.695 CAWI-interviews in total. Key Users n=170. Owners n=1.427. Representatives n=1.098. Satisfaction: n=542 CAWI-interviews in total.
Key Users n=68. Owners n=242. Representatives n=232. Representatives fully aware or somewhat aware of EDB: n=298.
6702_19
0 20 40 60 80 100
Representatives 2 3 4 23 26 26 16
1 = Very unlikely 2 = Unlikely 3 = Somewhat unlikely 4 = About as likely as not 5 = Somewhat likely 6 = Likely 7 = Very likely
figures in percent
.. .. if representative and fully or somewhat aware: How likely is it that you would recommend the Enforcement Database to your clients?
68
Combined
score
0 20 40 60 80 100
All (n=425)
KeyUsers (n=45)
Owners (n=212)
Rep. (n=168)
1
6
1
1
22
33
16
25
29
29
30
30
33
27
34
34
14
5
19
10
1 + 2 + 3 = dissatisfied 4 = Neither satisfied nor dissatisfied 5 = Somewhat satisfied 6 = Mostly satisfied 7 = Entirely satisfied
76
61
83
74
How satisfied are you with the Enforcement Database (EDB)? (Share of Voice*)Combined
score
* "Share of voice" means that only interviewees with an opinion are included / not statement answers (due to no required answer) are eliminated.
Evaluation Enforcement Database (EDB) (Share-of-Voice*)
Recommendation Enforcement Database (EDB) - Representatives
figures in percent
All KeyUsers Owners Representatives0
20
40
6059
34
6751
21 2616
2715
2713 16
513
4 5
Not aware at all Know them only by name Somewhat aware Fully aware
Are you aware of the Enforcement Database (EDB)?
Awareness Enforcement Database (EDB)
figures in percent
Since 1998’ Minding your customers’ mind
P 35
Basis: n=2.695 CAWI-interviews in total. Key Users n=170. Owners n=1.427. Representatives n=1.098.
6702_20
figures in percent
.. .. if aware (fully or somewhat): How satisfied are you with the training offered by the Office's Academy Learning Portal in 2017? (Share of Voice*)
0 20 40 60 80 100
All (n=413)
KeyUsers (n=64)
Owners (n=158)
Rep. (n=191)
3
1
3
4
18
26
13
19
30
21
33
31
34
43
28
36
14
10
23
11
1 + 2 + 3 Dissatisfied 4 = Neither satisfied nor dissatisfied 5 = Somewhat satisfied 6 = Mostly satisfied 7 = Entirely satisfied
78
74
84
78
Combined
score
* "Share of voice" means that only interviewees with an opinion are included / not statement answers (due to no required answer) are eliminated.
Evaluation The EUIPO Academy (Share-of-Voice*)
The EUIPO Academy is a learning and knowledge-sharing hub. Are you aware of the Office's Academy Learning Portal (OALP)?
Awareness The EUIPO Academy
All KeyUsers Owners Representatives0
20406080
10059
30
6950
21 24 1627
1529
11 176
173 6
Not aware at all Know them only by name Somewhat aware Fully aware
figures in percent
Since 1998’ Minding your customers’ mind
P 36
General Questions (Overall satisfaction; Image)
Legal Practice
EUTM
RCD
Appeals
The Register
Interaction with Users (Information Centre; Technical Support; Examiners; Complaints)
Website (e-filing tools; online tools)
Communication; EDB; Academy
Harmonisation across IP offices in the European Union
Summary and Conclusions
Since 1998’ Minding your customers’ mind
P 37
Basis:
Trademark: n=2.238 CAWI-interviews in total, users involved in trademarks only. Key Users n=161. Owners n=1.122. Representatives n=1.000.
Design: n=866 CAWI-interviews in total, users involved in design only. Key Users n=109. Owners n=306. Representatives n=451.
6702_30
To what extent do you agree with the following statement about the convergence of trade mark practices in the European Union:
"Overall, trade mark practices are harmonised across IP offices in the European Union"?
Harmonisation Across IP Offices in the European Union (Share-of-Voice*)
figures in percent0 20 40 60 80 100
All
KeyUsers
Owners
Representatives
All
KeyUsers
Owners
Representatives
1
1
1
1
1
1
1
1
2
7
2
3
2
4
2
2
8
18
5
11
6
11
6
5
13
10
13
13
20
25
15
22
24
36
20
25
26
29
22
28
35
24
37
35
33
25
36
33
17
4
23
13
12
6
16
9
1 = Entirely disagree
2 = Mostly disagree
3 = Somewhat disagree
4 = Neither agree nor disagree
5 = Somewhat agree
6 = Mostly agree
7 = Entirely agree
To what extent do you agree with the following statement about the convergence of design practices in the European Union:
"Overall, design practices are harmonised across IP offices in the European Union"?
figures in percent
Combined
score
67
59
69
69
60
50
64
60
* "Share of voice" means that only interviewees with an opinion are included / not statement answers (due to no required answer) are eliminated.
Combined
score
Since 1998’ Minding your customers’ mind
P 38
General Questions (Overall satisfaction; Image)
Legal Practice
EUTM
RCD
Appeals
The Register
Interaction with Users (Information Centre; Technical Support; Examiners; Complaints)
Website (e-filing tools; online tools)
Communication; EDB; Academy
Harmonisation across IP offices in the European Union
Summary and Conclusions
Since 1998’ Minding your customers’ mind
P 39
Participation of users has increased significantly (10,5% participation is increasing).
Satisfaction levels were maintained at a very high level of 89% satisfaction despite a slight erosion
being witnessed (-2 pp) this is somewhat compensated for by the top score (7 = entirely satisfied)
having increased in numbers.
The Office is still largely perceived as to being efficient, accessible, fast and competent.
High levels of satisfaction with the services were in line with the previous wave: 92% satisfaction with
EUTM and 92% with RCD.
The interactions with the Office is also highly rated: 89% with the Information Centre and 88% with
technical support.
The available online tools are also highly rated: 84% for the website and over 80% for the flagship tools
(TM/DSview, TM/DSclass).
The survey also confirmed the trends witnessed in the previous wave: key users are generally more
satisfied while owners interacting directly with the Office tend to be slightly less satisfied.
Summary and Conclusions
Since 1998’ Minding your customers’ mind
P 40
figures in percent
6702_25b
Overall Satisfaction - Combined ScoreComparison Over Time
2018
2015
2014
2012
2010
2008
2007
2006
2005
0
25
50
75
100
8991
818585
7270
6565
“Learn from own success”
“Strategical Strengths”
Since 1998’ Minding your customers’ mind
P 41
Strategical Strengths
Examiners
Information Centre
Owners
RCD e-filing
Guidelines
Opposition
EUTM e-filing
Overall
satisfaction
with the
EUIPO
Application
process
(EUTM or RCD)
Representatives
Information Centre
Office’s Website
Opposition
Examiners
Guidelines
Overall
satisfaction
with the
EUIPO
Application
process
(EUTM or RCD)