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ER- 0484/1/00. OHIM USER SATISFACTION SURVEY 2007 February 2008. OBJECTIVES. - PowerPoint PPT PresentationTRANSCRIPT
February 2008GfK Group Ad Hoc Research
OHIM USER SATISFACTION SURVEY 2007OHIM USER SATISFACTION SURVEY 2007
ER- 0484/1/00
OHIM USER SATISFACTION SURVEY
2007
February 2008
2
GfK Group Ad Hoc Research
OHIM USER SATISFACTION SURVEY 2007 OHIM USER SATISFACTION SURVEY 2007 February 2008
OBJECTIVES
For the third consecutive year, the OFFICE FOR HARMONIZATION IN THE INTERNAL MARKET (OHIM) has commissioned GfK to conduct a satisfaction survey of its users, the design and measurement system for which were established in 2005 and whose main objective is to measure the level of satisfaction among users regarding the various services the OHIM provides.
MAIN OBJECTIVES OF THE STUDY …
OBJECTIVES
MEASURE THE LEVEL OF
PERCEIVED QUALITY of the services
that the OHIM offers its
users.
MEASURE AND RANK
THE CONTRIBUTIO
N of each aspect in
overall user satisfaction.
ESTABLISH OBJECTIVES
AND PRIORITIES
FOR IMPROVEMEN
T
EVALUATE THE
EFFICIENCY OF THE
ACTIONS that are
undertaken
11 22 4433
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OHIM USER SATISFACTION SURVEY 2007 OHIM USER SATISFACTION SURVEY 2007 February 2008
13.3909.859
13.171
9.239
26.561
19.098
3.821
Undeliverable mail
RESPONDENTS
1.227
RESPONSE RATE:8,0% of net mailing
addresses
TOTAL OHIMUsers
AGENTS
PROPRIETORS (*)
(*) INCLUDING EMPLOYEES (“type 5 “ agents)
(in the last year)
TARGET GROUP AND FINAL SAMPLE DISTRIBUTION
518 709
February 2008GfK Group Ad Hoc Research
OHIM USER SATISFACTION SURVEY 2007OHIM USER SATISFACTION SURVEY 2007
RESULTSUser-Satisfaction -
Index (USI)
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GfK Group Ad Hoc Research
OHIM USER SATISFACTION SURVEY 2007 OHIM USER SATISFACTION SURVEY 2007 February 2008
AGENTS WHO HAVE NOT COMPLAINED
AGENTS WHO HAVE COMPLAINED
68,6
USI
67,0
USI AGENT
59,0
USI
RESULTSUser-Satisfaction -Index (USI) 2005 / 2006 / 2007User-Satisfaction -Index (USI) 2005 / 2006 / 2007
PROPRIETORS WHO HAVE NOT COMPLAINED
PROPRIETORS WHO HAVE COMPLAINED
62,5
USI
61,9
USI PROPRIETO
R
55,0
USI
+3,8
+5,7
2005
68,3
USI
66,2
USI AGENT
59,5
USI
63,5
USI
62,8
USI PROPRIETO
R
57,3
USI
2006
-0,8
+0,9
70,9
USI
70,0
USI AGENT
64,7
USI
69,9
USI
68,5
USI PROPRIETO
R
59,7
USI
2007
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GfK Group Ad Hoc Research
OHIM USER SATISFACTION SURVEY 2007 OHIM USER SATISFACTION SURVEY 2007 February 2008
RESULTSRESULTSLEVEL1: CORE BUSINESS, IMAGE, INFORMATIONLEVEL1: CORE BUSINESS, IMAGE, INFORMATION
PROPRIETORSAGENTS
58%
41%
53%
55%(minimum)
Every user satisfied
No users satisfied TOTAL AGENTS (No: 709) TOTAL PROPRIETORS (No: 518)
57%57%
67%62%
59%65%
53%
68% 69%
CORE BUSINESS IMAGE INFORMATION
50%
59%
49%
57% 58%
41%
65% 67%58%
CORE BUSINESS IMAGE INFORMATION
200520062007
2005
2006
2007
68%
+ 9 + 4 + 15 + 8 + 9
+ 17
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OHIM USER SATISFACTION SURVEY 2007 OHIM USER SATISFACTION SURVEY 2007 February 2008
swiftness
transparency
RESULTSRESULTSIdentification of Strengths and WeaknessesLEVEL2: OVERALL IMAGELEVEL2: OVERALL IMAGE
PROPRIETORSAGENTS
INFLU
EN
CE
SATISFACTION
+
-
STRATEGICWEAKNESSES
STRATEGICSTRENGTHS
STRENGTHSWEAKNESSES
+
2005 2006 2007
swiftness
transparency
modernity
prestige
conscientiousness
professionalism
quality of service
20% 30% 40% 50% 60% 70% 80% 90%
-
2005 2006 2007
modernity
prestige
conscientiousness
professionalism
quality of service
20% 30% 40% 50% 60% 70% 80% 90%
+
-
+-
TOTAL PROPRIETORS (No: 518)
INFLU
EN
CE
SATISFACTION
STRATEGICWEAKNESSES
STRATEGICSTRENGTHS
STRENGTHSWEAKNESSES
TOTAL AGENTS (No: 709)
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OHIM USER SATISFACTION SURVEY 2007 OHIM USER SATISFACTION SURVEY 2007 February 2008
PROPRIETORS
Over the last year, in which of the following areas have you personally had contact with the OHIM?
Application for a CTM
Application for an international trade mark
designating the ECApplication for an
international trade mark based on a CTM
Opposition
CTM invalidity request
Application RCD
RCD invalidity request
CTM appeal
RCD appeal
Register
93%
27%
24%
70%
20%
52%
4%
31%
2%
68%
94%
35%
31%
72%
21%
53%
3%
29%
2%
68%
91%
37%
32%
64%
21%
49%
5%
27%
2%
61%
79%
14%
9%
32%
5%
29%
1%
10%
1%
56%
80%
15%
10%
25%
4%
31%
1%
8%
0%
60%
82%
13%
12%
25%
3%
26%
1%
6%
1%
51%
AGENTS
200520062007
20052006
2007
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OHIM USER SATISFACTION SURVEY 2007 OHIM USER SATISFACTION SURVEY 2007 February 2008
RESULTSRESULTSLEVEL2: CORE BUSINESS
PROPRIETORSAGENTSEvery user satisfied
No users satisfied
55%(minimum)
60%
70%
46%50%
60%
67%
51%
59%
71%77%
44%
68%
CTM RCD APPEAL REGISTER
57%60%
45%
37%
60%
67%
52% 53%
63%72%
39%
68%
CTM RCD APPEAL REGISTER
TOTAL PROPRIETORS (No: 518) TOTAL AGENTS (No: 709)
200520062007
2005
2006
2007
(*)
(*) No :33
+ 11 + 10
+ 9 + 5
+ 15
No :193 No :657 No :344 No :431 No :443 No :133 No :266
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OHIM USER SATISFACTION SURVEY 2007 OHIM USER SATISFACTION SURVEY 2007 February 2008
PROPRIETORSAGENTS
RESULTS:RESULTS: CTM
USI (Users Satisfaction Index) USI (Users Satisfaction Index)
Every user satisfied
No users satisfied
55%(minimum)
57%
38%
28%
58%
39%43%
71%
56% 60%
CTM APPLICATIONS OPPOSITIONS CTM INVALIDITY
50%
26%31%
52%
40%
61%
64%59%
55%
CTM APPLICATIONS OPPOSITIONS CTM INVALIDITY
PROPRIETORS (No: 447)
(No: 657)
200520062007
(*)
(*) No : 14
+ 13
+ 13 + 23
+ 12 + 19
2005
2006
2007
(No: 451) (No: 147) (No: 447) (No: 131)
TOTAL AGENTS (No: 657)
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OHIM USER SATISFACTION SURVEY 2007 OHIM USER SATISFACTION SURVEY 2007 February 2008
… that the OHIM sets time standards for the examination, publication and registration of CTMs?
… that the OHIM sets quality standards for the classification of CTM applications and the absolute grounds examination?
80%
IMPORTANT (7-10)IMPORTANT (7-10)
For CTMs, the OHIM is currently finalizing the examination of more than two-thirds (70%) of applications where no objections are raised within 8 weeks.
85%
79%
SATISFIED (7-10)SATISFIED (7-10) POSITIVE POSITIVE CHANGECHANGE
77% 75%
71%
More than three-quarters (77%) of CTMs are being published within 31 weeks of receipt.
For over 60% of CTM applications where no opposition has been filed, publication takes place within 13 months of receipt.
More than 90% of decisions comply with OHIM’s defined quality standards.
Almost all OHIM decisions on absolute grounds (98%) comply with the pre-set quality standards.
38% 19%
57% 48% 34% 15%
50% 40% 30% 13%
66% 61% 18% 13%
68% 62% 16% 11%
AGENTS PROPRIETORS
How important is it to you…
SUMMARYSUMMARY: CTM APPLICATIONS
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OHIM USER SATISFACTION SURVEY 2007 OHIM USER SATISFACTION SURVEY 2007 February 2008
SUMMARYSUMMARY: CTM OPPOSITION
… that the OHIM sets time standards for the admissibility phase of proceedings and for the
notification of the decisions?
…For CTM oppositions, that OHIM sets quality standards for its decisions?
80%
IMPORTANT (7-10)IMPORTANT (7-10)
For more than two-thirds of opposition files, the admissibility phase is finalised within 2 months of
receiving the opposition
80%
83%
SATISFIED (7-10)SATISFIED (7-10) POSITIVE POSITIVE CHANGECHANGE
63% 68%
76%
For around one-third of opposition files, the decision is notified within 4 months of finalising the
adversarial part of the proceedings.
Well over 80% of opposition decisions comply with the OHIM’s quality standards
24% 13%
50% 52% 17% 11%
58% 60% 14% 10%
AGENTS
How important is it to you…
PROPRIETORS
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OHIM USER SATISFACTION SURVEY 2007 OHIM USER SATISFACTION SURVEY 2007 February 2008
RESULTS:RESULTS: RCD
USI (Users Satisfaction Index)
CORE BUSINESS
RCD
INVALI-DITY
EMPLO-YEES
APPLICA-TIONS
PROPRIETORSAGENTSEvery user satisfied
No users satisfied
71%
62%
70%67%
52%
RCD APPLICATIONS (No: 344)
RCD INVALIDITY (No:35)*
67%
44%
67% 67%
100%
RCD APPLICATIONS (No:133)
RCD INVALIDITY (No:2)*
55%(minimum)
200520062007
2005
2006
2007
77%
+ 10 84%
+ 14
No minimum
sample
(*)
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GfK Group Ad Hoc Research
OHIM USER SATISFACTION SURVEY 2007 OHIM USER SATISFACTION SURVEY 2007 February 2008
SUMMARYSUMMARY: RCD
… that the OHIM sets time standards for acknowledgement of receipt and publication of
RCDs?
… that the OHIM sets quality standards for the registration of RCD applications?
74%
IMPORTANT (7-10)IMPORTANT (7-10)
For more than two-thirds of design applications, acknowledgement of receipt is
sent within 5 days of receiving the application
81%
85%
SATISFIED (7-10)SATISFIED (7-10) POSITIVE POSITIVE CHANGECHANGE
76% 82%
77%
For more than eight out of ten design applications, registration of the RCD is
published within 8 weeks
Over 90% of RCD publications comply with the OHIM quality standards.
27% 15%
83% 71% 31% 14%
76% 74% 21% 12%
AGENTS PROPRIETORS
How important is it to you…
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OHIM USER SATISFACTION SURVEY 2007 OHIM USER SATISFACTION SURVEY 2007 February 2008
RESULTSRESULTSIdentification of needs for action: REGISTER
USI (Users Satisfaction Index) USI (Users Satisfaction Index)
CORE BUSINESS
REGISTER
PROPRIETORSAGENTSEvery user satisfied
No users satisfied
51%
63% 62%
Swiftness Accuracy Quality
45%
59%54%
Swiftness Accuracy Quality
55%(minimum)
PROPRIETORS (No: 266) AGENTS (No: 431)
20062007
2006
2007
63%
+ 12 71%
+ 8
70%
+ 8
61%
+ 16 71%
+ 12
71%
+ 17
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OHIM USER SATISFACTION SURVEY 2007 OHIM USER SATISFACTION SURVEY 2007 February 2008
SUMMARYSUMMARY: REGISTER
How important is it to you that the OHIM sets time standards to register recordals or to
produce documents requested?79%
IMPORTANT (7-10)IMPORTANT (7-10)
More than 90% of CTM and RCD certified copies and certificates are issued within 14
days of receiving the request
84%
SATISFIED (7-10)SATISFIED (7-10) POSITIVE POSITIVE CHANGECHANGE
65% 66%
More than 90% of CTM and RCD transfers are recorded within 14 days of the request
27% 13%
77% 63% 34% 13%
AGENTS PROPRIETORS
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OHIM USER SATISFACTION SURVEY 2007 OHIM USER SATISFACTION SURVEY 2007 February 2008
USI (Users Satisfaction Index)
INFORMAT. & COMMUNIC.
RESULTSRESULTSINFORMATION & COMMUNICATION
Regarding answering time to both phone calls and emails, the OHIM’s objective is to answer most phone calls (currently 90%) to its general number within 20 seconds and
most e-mails (currently 90%) to its general mailbox within two days.
1% 1% 1%
4%
6%
10%
16%
23%
17%
11%
8%
2%1%
2%
4% 4%
10%
13%
20%
17%
12%
10%
0 1 2 3 4 5 6 7 8 9 10
AGENTS
PROPRIETORS
PROPIETORS 60%
AGENTS: 59%
SATISFIED (7-10)SATISFIED (7-10)
Are you satisfied with the performance?
(0) = “not satisfied” ------------ (10 )= “very satisfied”
Have you noticed any CHANGE in performance over the past
year?
6%
67% 80%
27% 19%
2%
BETTER
NO CHANGE
WORSE
AGENTS (No:709)PROPRIETORS (No:518)
How would you describe this objective?
5% 6%
88% 89%
7% 5%TOO AMBITIOUS
ADEQUATE
POOR
AGENTS (No:709)PROPRIETORS (No:518)
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OHIM USER SATISFACTION SURVEY 2007 OHIM USER SATISFACTION SURVEY 2007 February 2008
SUMMARY: E – BUSINESSSUMMARY: E – BUSINESS
% USE (REGULARLY +
SOMETIMES
AGENTS
E-OPPOSITION 31% 64 53 61 70
SATISFIED (%)SATISFIED (%)
SECURITY AND CONFIDENTIALITY OF PROCESSES
RELIABILITY OF SYSTEM
SPEED OF THE SYSTEM
EASE OF USE OF THE SYSTEM
RCD-ONLINE 59% 64 (=) 58 ( 10) 59 ( 4) 67 ( 3)
63%CTM-ONLINE 93% 76 ( 2) 64 ( 12) 66 ( 9) 73 ( 9)
E-FILING CTM 74% 59 ( 5) 51 ( 11) 53 (=) 70 (=)
E-FILING RCD 42% 57 (=) 47 ( 10) 52 (=) 65 (=)
MYPAGE 37% 60 ( 2) 49 ( 18) 55 ( 9) 67 (=)
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OHIM USER SATISFACTION SURVEY 2007 OHIM USER SATISFACTION SURVEY 2007 February 2008
% USE (REGULARLY + SOMETIMES)
PROPIETORS
SECURITY AND CONFIDENTIALITY OF PROCESSES
RELIABILITY OF SYSTEM
SPEED OF THE SYSTEM
EASE OF USE OF THE SYSTEM
E-OPPOSITION
67 58 57 7614%
67%CTM-ONLINE 65 (=) 63 ( 5) 64 ( 3) 68 ( 3)
RCD-ONLINE 62 ( 2) 62 (=) 64 ( 3) 65 ( 2)26%
E-FILING CTM 60 ( 3) 59 ( 3) 58 ( 2) 68 (=)60%
MYPAGE 54( 10) 55( 8) 54( 12) 61( 15)24%
E-FILING RCD 61 ( 3) 56 (=) 56 ( 3) 69 ( 2)26%
SATISFIED (%)SATISFIED (%)SUMMARY: E – BUSINESSSUMMARY: E – BUSINESS
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GfK Group Ad Hoc Research
OHIM USER SATISFACTION SURVEY 2007 OHIM USER SATISFACTION SURVEY 2007 February 2008
AGENTS PROPRIETORS
If yes, did you find it useful?
In March 2007, the OHIM launched Online Access to Files to facilitate users’ access to all available (non-confidential) information on CTM files.
Have you used the service?
1% 0%1% 0%
1% 1%
4%6%
13%
18%17%
40%
1% 0% 1% 0%1%
3%
8%6%
18%
13%
16%
32%
PROPIETORS: 79%AGENTS:
87%
VERY USEFUL (7-10)VERY USEFUL (7-10)
DONT KNOW(0) “not useful” ------- “very useful” (10)
RESULTSRESULTS: e-business
YES42%
NO 58%
NO 72%
YES28%
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GfK Group Ad Hoc Research
OHIM USER SATISFACTION SURVEY 2007 OHIM USER SATISFACTION SURVEY 2007 February 2008
How would you describe this objective? Have you ever used the service?
POOR2%
ADEQUATE
89%
ADEQUATE
89%
TOO AMBITIOUS9%
TOO AMBITIOUS8%
AGENTS PROPRIETORS
POOR3%
In November 2006, the OHIM launched an e-business hotline. The objective is for 90% of phone calls to be answered within 20 seconds.
YES21%
NO 79%
NO 81%
YES19%
(0) “not satisfied” ------- “very satisfied” (10 )
Are you satisfied with the reply you
received?
5%4%
1%0%
4%
2%
8%
10%
23%
19%
16%
7%
3%4%
2%1%
3%4% 4%
10%
13%
26%
9%
20%
AGENTS
PROPRIETORS
DONT KNOW
PROPIETORS: 68%
AGENTS: 65%
SATISFIED (7-10)SATISFIED (7-10)
RESULTSRESULTS: e-business
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OHIM USER SATISFACTION SURVEY 2007 OHIM USER SATISFACTION SURVEY 2007 February 2008
Are you aware of these sessions?
RESULTSRESULTS: e-business Since the end of 2006, the OHIM has organised regular training sessions for paralegals on search
tools and e-filing that have been publicised on the OHIM website and in Alicante News.
AGENTS
NO 76%
PROPRIETORS
NO 90%
YES, AND PARTICIPATE
D6%
YES, BUT NO PARTICIPATED
18% YES, BUT NO PARTICIPATED
8%
YES, AND PARTICIPATED
2%
If participated, what was the level of satisfaction with the training received?
8%
0% 0% 0% 0%3%
5%
15%
26%28%
8% 8%9%
0% 0% 0% 0% 0% 0%
18%
9%
27%
9%
27%
DONT
KNOW
(0) “not satisfied” ------- “very satisfied” (10)
PROPIETORS: 73%
AGENTS: 69%
SATISFIED (7-10)SATISFIED (7-10)
February 2008GfK Group Ad Hoc Research
OHIM USER SATISFACTION SURVEY 2007OHIM USER SATISFACTION SURVEY 2007
CONCLUSIONS
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OHIM USER SATISFACTION SURVEY 2007 OHIM USER SATISFACTION SURVEY 2007 February 2008
RESULTSRESULTSPERCEIVED EVOLUTION OF THE OHIM
Generally speaking, do you feel that the OHIM has performed better than, the same as or worse than last
year? 2007
36%
43%
18%
4%
34%
24%
41%
1%
2006
41%
35%
17%
7%
31%16%
50%3%
The same
Better
Don’t know
Worse The same
Better
Don’t know
Worse
The same
Better
Don’t know
Worse
The sameBetter
Don’t know
Worse
AGENTS
PROPRIETORS
TOTAL AGENTS (No: 520)
TOTAL PROPRIETORS (No: 436)
TOTAL AGENTS (No: 709)
TOTAL PROPRIETORS (No: 518)
20072006
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GfK Group Ad Hoc Research
OHIM USER SATISFACTION SURVEY 2007 OHIM USER SATISFACTION SURVEY 2007 February 2008
CONCLUSIONS: IDENTIFICATION OF THE NEEDS FOR ACTION
As a summary of everything presented here, main conclusions drawn from the research are:
A significant increase in the overall satisfaction of both types of users (agents and proprietors)
A decrease in the distance between the Propietors’ evaluacions and the Agents’ evaluations.
Number of complaints has decreased while the efficiency of resolving them has increased.
Significant improvements in satisfaction in all the areas of the core business (with the exception of the area of Appeals), in both groups of users.
Improvement in the more negative perception of last year: accessibility of Office employees.
A general decrease in the satisfaction with e-business tools, even more in Agents and remarkably regarding the system speed.
An overall perception of improvement in the functioning of the OHIM compared to one year ago.
February 2008GfK Group Ad Hoc Research
OHIM USER SATISFACTION SURVEY 2007OHIM USER SATISFACTION SURVEY 2007
Responsable del Proyecto e Informe en GfK Emer Ad-Hoc Research:
Ángeles Bacete; e-mail: [email protected]