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ENCUESTAS DE SATISFACCIÓN A LOS USUARIOS DE LA OEPM

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USER SATISFACTION SURVEYS SPTO,[object Object],Common User Satisfaction Survey,[object Object],September, 2011,[object Object],Pablo Gómez del Pozo ,[object Object],pablo.gomez@oepm.es,[object Object]
User Satisfaction Surveys at SPTO,[object Object],ISO certified Quality Management System (QMS),[object Object],Feedback from clients,[object Object],User Satisfaction SURVEYS,[object Object],2007 PCT (Agents) & PCT (Applicants),[object Object],2008 PCT(Agents) & PCT (Applicants),[object Object],2009 Trademarks (Applicants),[object Object],2010 Industrial Designs (Applicants),[object Object],2011 Patents, Utility Models, PCT, Trademarks, Designs in the same survey (Agents),[object Object]
Applicants,[object Object],Agents,[object Object],[object Object]
We launch surveysannually	Scope of the surveys: IP rights included in our QMS.,[object Object],[object Object]
We use the results in the Internal Review of the QMS before our annual Auditusually in June (each campaign goes from July to June next year)Users of services provided by SPTO,[object Object]
[object Object]

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ENCUESTAS DE SATISFACCIÓN A LOS USUARIOS DE LA OEPM

  • 1.
  • 2.
  • 3.
  • 4.
  • 5.
  • 6.
  • 7. The process is outsourced to a service provider (for confidentiality and objectivity).
  • 8. Basically, we provide them with the data to get in contact with users and work closely with them in the design of the questionaires.
  • 9. The survey is launched using a Web tool (Inc@quest) (On-line questionnaires, answers recorded on the tool)
  • 10. Contact with the users preferably via emailproviding:user code, password andlink to the survey.
  • 11. Other alternatives: contact by post or telephone.
  • 12.
  • 13. The purpose is to know the perception of the client about the service provided by the SPTO.
  • 15. overall satisfaction on the service provided in each type of IP right.
  • 16. Level of user satisfaction on the different aspects that define the service(based on the SERVQUAL model:tangibles, reliability, responsiveness, assurance and empathy.)
  • 17.
  • 18. Including closed and open questions, to get ideas or suggestions.
  • 19.
  • 20.
  • 21. Previous survey only about Industrial Designs: 26 questions.
  • 22.
  • 23. The process is easierand the response rate is better when we can use emails. It´s very important to get email addresses from users.
  • 24. As more experienced users, agents expectations are usually greater.
  • 25. Users (and agents in particular) receive many requests to participate in different satisfaction surveys (with an effect of fatigue). In addition to this, sometimes it is necessary to allow sufficient time between studies so that implemented actions can be taken into account.
  • 26. Surveys aimed to applicants might be answered by their agents or representatives on behalf of the applicants. For this reason, aquestion about the profile of the person filling up the questionaire can help to discriminate different groups of users.