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Your feedback matters to us: new round of user satisfaction surveys planned

1 March 2018

The EPO is launching a new round of user satisfaction surveys in 2018 to measure customer satisfaction with our search, examination and opposition services as well as formalities.

To ensure anonymity, an external contractor, BERENT Deutschland GmbH, will conduct the surveys on behalf of the EPO. They will soon start telephone interviews on our search, examination and opposition products and services by asking general questions. They will also ask specific questions about recently searched patent applications and about patents for which a final decision in opposition was issued recently.

Another survey to gather feedback on formalities aspects will be conducted in writing, via an online form.

Should BERENT contact you, we would be very grateful for your feedback. All efforts are made to keep the interviews as short as possible. You may of course decline survey invitations when you are contacted, or beforehand, by sending an email to usersurveys@epo.org. Please write to us with any questions you may have on the surveys.

Consulting interested parties is essential to improving the quality and efficiency of our products and services. Feedback is an important part of our ISO 9001 certified Quality Management System because it allows us to gather and understand the requirements and the needs of our users. Regularly conducting user satisfaction surveys is one of the ways the EPO collects feedback.

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