Key Account Management (KAM)
The EPO regularly conducts surveys to monitor user satisfaction with its products and services.
The input gathered from these surveys enables us to review the quality and efficiency of our internal processes and services.
The surveys are carried out on our behalf by a contractor. For the period 2024-2025, the contractor is BERENT Deutschland GmbH.
Methodology
Our customer sentiment survey takes the form of a short online questionnaire of less than five minutes in duration.
All users who have made use of our key account management programme in the previous 12 months will receive an email from BERENT inviting them to take part in the survey with a link to an online questionnaire.
Every second year, we run an additional survey to include more general questions on our KAM or other services we offer. This online questionnaire takes about five minutes to complete and the results give us a broader picture of user satisfaction with the EPO.
Data is grouped and analysed on a purely statistical basis. Aggregated results are reported to senior EPO management and to the directors of the technical areas concerned.
Frequency
Detailed surveys on KAM satisfaction are conducted every two years.
Contact
For more information, or if you do not wish to participate in these surveys, please write to usersurveys@epo.org.