Formalities services
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 formalities services survey takes the form of a short online questionnaire of less than five minutes in duration.
All users who have registered a formalities enquiry through our Customer Services Management (CSM) system within the last 12 months will receive an email from BERENT inviting them to take part in the survey with a link to an a online questionnaire.
The responses to this survey serve as a source of data for helping us to monitor user satisfaction with our formalities services and the survey is ran on an ad hoc basis to include more specific questions on our formalities services. The questionnaire takes about five minutes to complete and the results give us a broad 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
This specific survey on satisfaction with formalities services is conducted on an ad hoc basis.
Contact
For more information, or if you do not wish to participate in these surveys, please write to usersurveys@epo.org.