User Satisfaction Survey 2024/2025: Strong results and clear direction for further progress

The European Patent Office (EPO) has published the results of its latest biennial User Satisfaction Survey (USS). These results show that users clearly see the impact of the actions taken under the Quality Action Plans for 2023 and 2024, and strongly value the quality of the EPO’s work.

With more than 8 000 participants, the recent USS saw the highest response rate since the surveys began, reflecting strong engagement from the user community. The EPO thanks all users for taking the time to provide their valuable feedback.

High satisfaction overall, significant progress made throughout the PGP

User satisfaction increased significantly or remained consistently high in these areas:

• In search, improvements were observed in several aspects, e.g. understanding of the core of the invention (78% satisfaction, up 3 percentage points vs the previous USS)
• In examination, satisfaction also increased in areas such as consistency (73% satisfaction, up 14 percentage points vs the previous USS)
• In opposition, satisfaction with minutes containing a fair report of the essentials remained consistently high at 81% (up 6 percentage points vs the previous USS)
• Formalities officers’ support was highly praised, with an overall satisfaction rating of 92%

Areas for further attention

At the same time, the survey results point to areas in search and examination that require further attention:

• Consistent handling of similar applications at search stage (64% satisfaction; -11 percentage points vs. the previous USS)
• Duration of opposition procedures (60% satisfaction)

These findings are consistent with input received through other channels, such as the Standing Advisory Committee before the EPO (SACEPO) and the Stakeholder Quality Assurance Panels (SQAPs). Taken together, the insights will feed into the next annual Quality Action Plan, as the EPO remains committed to continuous quality improvement.

Scope of the USS

As in previous editions, an independent contractor conducted the survey, which consisted of eight sub-surveys, each focusing on a specific stage of the patent granting process (PGP) or a related support service at the EPO. From September 2024 to April 2025, more than 8 000 users were asked to evaluate areas such as search, examination, opposition, formalities services and digital filing tools, based on their experience over the past 12 months.

Why the USS matters

Listening to users is essential to maintaining and improving quality. While the Office regularly collects qualitative input via meetings with user associations and online channels, the USS provides quantitative, anonymous and statistically representative feedback. It captures broad trends in user satisfaction and highlights where targeted action can enhance the user experience. As the EPO maintains its commitment to excellence, these surveys provide clear direction for future quality actions.