Examination services, final actions and publication
Every second year the EPO carries out user satisfaction surveys on its search, examination and opposition services, including formalities, as well as on its customer services.
We run these surveys so that we can
- measure user satisfaction with our search, examination and opposition services
- obtain input to enable us to review the quality and efficiency of our internal processes in these areas
The surveys are carried out on behalf of the EPO by a contractor. For the period 2018-2023, the contractor is BERENT Deutschland GmbH.
Methodology
This survey takes the form of telephone interviews of about 20 minutes in duration on examination services, final actions and publication.
The EPO identifies applications for which a final action has recently been issued and creates a list of survey respondents which it forwards to the survey company.
Respondents are asked about their experiences of dealing with the EPO in the previous 12 months, both in general terms and in relation to a specific application belonging to the technical area being surveyed.
Once the survey has been completed the contractor reports the results to 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
Each technical area is surveyed once every two years. User satisfaction is, however, continuously monitored.
Contact
For more information, or if you do not wish to participate in this survey, please write to usersurveys@epo.org, if applicable indicating the survey and the period of time for non-participation (maximum of 5 years, until the EPO deletes your personal data).