Désolé. Actuellement, cette page n'existe pas en français.
The EPO monitors customer satisfaction by running regular quantitative surveys with independant research institutes. Here below, the top results of these EPO surveys1.
Customer satisfaction with search and examination services1 | 2016 | 2017 | 2018 |
---|---|---|---|
% satisfied or very satisfied | 79% | 80% |
81% |
% average |
17% |
16% |
16% |
% not satisfied |
4% |
4% |
3% |
Customer satisfaction with formalities services 1 | 2016 | 2017 | 2018 |
---|---|---|---|
% satisfied or very satisfied | 84% | 89% | 87% |
% average |
13% |
8% |
7% |
% not satisfied |
3% |
3% |
6% |
Timeliness | 2016 | 2017 | 2018 | |
---|---|---|---|---|
Search timeliness (Early Certainty from Search)2 | All searches (in months) |
5.1 | 4.8 | 4.4 |
Examination timeliness (Early Certainty from Examination)3 | European examination (in months) |
23.3 | 22.1 |
22.3 |
Duration of opposition procedure4 | All oppositions (in months) |
24.8 |
22.4 |
18.6 |
% of international searches on-time5 | 94.9% |
96.5% |
96.4% |
|
Time to accelerated examination action6 | 3.1 | 3.1 | 2.8 |
The EPO has set up Customer Services helpdesk and Customer Relationship Management System to handle users' queries.
2016 | 2017 | 2018 | ||
---|---|---|---|---|
Timeliness of response to telephone enquiries | Calls to Customer services answered within 20 seconds |
98% |
97% |
92% |
Calls to EPO switchboards answered within 20 seconds |
99% |
99% |
99% |
|
Resolution of customer services enquiries7 | 89% |
91% |
90% |
7. Within 2 working days calculated in elapsed working hours (2 days = 16hrs).
2016 | 2017 | 2018 | ||
---|---|---|---|---|
Complaints registered | 449 |
334 |
384 |
|
% breakdown by issue | ||||
Examiner products and services | 37% |
46% |
51% |
|
Formalities products and services | 25% |
15% |
21% |
|
Other products and services | 38% |
39% |
28% |
|
% registered online | 56% |
56% |
43% |
|
% complaints replied to within 20 business days8 | 95% |
83% |
88% |
8. More information on the EPO's complaints procedure.