Désolé. Actuellement, cette page n'existe pas en français.
Quality indicators2015-03-17 09:09:382019-03-07
Customer satisfaction
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%
|
- 1.Every year, the EPO carries out customer satisfaction surveys on its search, examination and formalities services. More background information on these surveys:
Timeliness of patent grant procedure
| 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
|
- 2. Median value for all searches calculated from date of receipt at the EPO to dispatch of search report.
- 3. Median value calculated from valid examination request to dispatch of examiner's intention to grant.
- 4. Median value calculated from expiry of opposition filing period to date of opposition decision.
- 5.Percentage of PCT Chapter 1 international searches completed in time for publication along with the application (A1 publication).
- 6. Median time in months calculated from the examination procedure start date to examiner's first communication or decision to grant.
Timeliness of customer services
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).
Complaints 8
|
|
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.
