EUIPO USS 2017 · Computer assisted web interviews (CAWI / “online survey”) in English, French,...

Since 1998’ Minding your customers’ mind

P 1

EUIPO USS 2017

All, Key Users, Owners and Representatives

6702-6706 v7


P 2

figures in percent

Explanation "Combined Score"

0 20 40 60 80 100

5 10 15 10 15 20 25

1 = Entirely dissatisfied

2 = Mostly dissatisfied

3 = Somewhat dissatisfied

4 = Neither satisfied nor dissatisfied

5 = Somewhat satisfied

6 = Mostly satisfied

7 = Entirely satisfied

15 + 20 + 25 = 60 = "combined score"

Computer assisted web interviews (CAWI / “online

survey”)

in English, French, German, Italian and Spanish.

Sample size: 25.546 invitations

Invitations were sent out to users, who had

interacted with EUIPO's services during the year

2017.

Interviews: 𝑛= 2.695 completed interviews

This represents a response rate of 10,5%.

Fieldwork period: January 15th - February 4th 2018

This wave is labelled “2017” in this presentation.

The value “combined score” is shown for all satisfaction

questions in this presentation. “Combined score is computed

as follows: (dummy values):

Outline / Methodology


P 3

General Questions (Overall satisfaction; Image)

Legal Practice

EUTM

RCD

Appeals

The Register

Interaction with Users (Information Centre; Technical Support; Examiners; Complaints)

Website (e-filing tools; online tools)

Communication; EDB; Academy

Harmonisation across IP offices in the European Union

Summary and Conclusions

Content


P 4

figures in percent

6702_25a

Satisfaction Core Services - Combined Score* - Comparison Over Time

2018

2015

2014

2012

2010

2008

2007

2006

2005

0

25

50

75

100

8991

81

8585

7270

6565

2018

2015

2014

2012

2010

2008

2007

2006

2005

0

25

50

75

100 92938381

7176

686059

2018

2015

2014

2012

2010

2008

2007

2006

2005

0

25

50

75

100 929282

878379766767

2018

2015

2014

2012

2010

2008

2007

2006

2005

0

25

50

75

100

6472

6066

5859

4351

46

2018

2015

2014

2012

2010

2008

2007

2006

2005

0

25

50

75

100 9090858885

7368

5646

Overall EUTM RCD

Appeals Register


P 5


Legal Practice

EUTM

RCD

Appeals

The Register







P 6

figures in percent

Basis: 2017 n=2.695 CAWI-interviews in total. Key Users n=170. Owners n=1.427. Representatives n=1.098.

6702_01b

Overall, how satisfied are you with the services provided by the EUIPO in 2017? **

Overall Satisfaction - Combined Score* - Comparison Over Time

0 20 40 60 80 100

2017

2015

2014

2012

2010

2008

2007

2006

2005

89

91

81

85

85

72

70

65

65

* Combined score: sum of somewhat satisfied + satisfied + very satisfied ** slightly different wording 2005-2015

0 20 40 60 80 100

2017

2015

2014

2012

2010

2008

2007

2006

2005

91

95

93

0

0 20 40 60 80 100

2017

2015

2014

2012

2010

2008

2007

2006

2005

87

89

80

81

82

70

69

63

62

0 20 40 60 80 100

2017

2015

2014

2012

2010

2008

2007

2006

2005

90

93

82

89

89

73

70

66

67

Owners Representatives Key Users

All


P 7

figures in percent

Basis: 2017 n=2.695 CAWI-interviews in total. Key Users n=170. Owners n=1.427. Representatives n=1.098.

6702_03

Please mark up to three adjectives that, in your opinion, describe the EUIPO best.

Adjectives Describing the EUIPO

0 10 20 30 40 50

Efficient

Accessible

Fast

Competent

Transparent

Innovative

Bureaucratic

Expensive

Impersonal

Slow

Sustainable

Non-transparent

Inconsistent

Inaccessible

User unfriendly

Other

Do not know

48

44

38

36

25

17

12

12

10

8

5

5

5

4

1

2

1

0 10 20 30 40 50

45

52

44

37

21

27

12

2

6

6

6

3

11

4

1

4

1

0 10 20 30 40 50

46

41

34

35

26

15

14

18

11

9

6

6

3

4

1

2

2

0 10 20 30 40 50

51

47

44

36

24

19

11

5

10

6

5

4

6

5

0

2

1

All KeyUsers Owners Representatives


P 8


Legal Practice

EUTM

RCD

Appeals

The Register







P 9

.. .. if somewhat or fully aware: How satisfied are you with the Guidelines?

Basis: Awareness: n=2.695 CAWI-interviews in total. Key Users n=170. Owners n=1.427. Representatives n=1.098.

Satisfaction: n=2.089 CAWI-interview in total. Key Users n=161. Owners n=966. Prepresentatives n=962.

6702_04a

The EUIPO's current trade mark and design practice is reflected in a series of Guidelines. To what extent are you aware of the EUIPO's Guidelines?

EUIPO's Guidelines: Awareness and Overall Satisfaction

All KeyUsers Owners Representatives0

10

20

30

40

50

60

9

1

13

4

14

5

19

9

53

43

53 56

24

52

15

32

Not aware at all Know them only by name Somewhat aware Fully aware

0 20 40 60 80 100

All

KeyUsers

Owners

Representatives

1

1

1

1

1

1

2

1

2

2

14

9

17

12

25

22

26

25

47

57

41

51

11

9

12

9








figures in percent

figures in percent

83

88

79

85

Combined

score


P 10


Legal Practice

EUTM

RCD

Appeals

The Register







P 11

figures in percent

Overall, how satisfied are you with the service provided by the EUIPO in 2017 for EUTM applications? **

Satisfaction with EUTM - Overall - Combined Score* - Comparison Over Time

0 20 40 60 80 100

2017

2015

2014

2012

2010

2008

2007

2006

2005

92

93

83

81

71

76

68

60

59


All

Basis: n=2.240 CAWI-interviews in total, users of EUTM only. Key Users n=153. Owners n=1.110. Representatives n=977.

6702_09


P 12

figures in percent

Basis: n=2.240 CAWI-interviews in total, users of EUTM only. Key Users n=153. Owners n=1.110. Representatives n=977.

6702_06a

Satisfaction with EUTM - Overall and Aspects

0 20 40 60 80 100

All

KeyUsers

Owners

Representatives

All

KeyUsers

Owners

Representatives

All

KeyUsers

Owners

Representatives

All

KeyUsers

Owners

Representatives

All

KeyUsers

Owners

Representatives

2

3

1

2

1

3

1

2

4

1

2

1

3

1

2

3

1

1

1

2

1

1

1

1

2

3

3

2

2

2

2

2

2

2

2

2

1

3

2

3

2

3

2

5

7

4

4

3

3

6

4

3

3

4

3

2

4

2

5

5

6

3

7

3

9

6

10

12

12

8

12

10

13

10

12

7

14

11

13

22

12

12

19

16

22

16

17

30

16

16

18

27

16

19

45

60

38

49

45

56

39

52

38

54

30

45

40

39

36

44

38

46

37

42

35

29

36

35

31

13

36

29

27

24

25

28

25

13

28

23

24

12

26

22








Overall satisfaction

with EUTM

examination

process

Overall satisfaction with the service for

EUTM applications

provided in 2017

Time taken for

examination

Consistency of

examination of

classification of

goods and services

Predictability of

examination of

classification of

goods and services

Combined

score

92

96

88

95

89

91

87

93

84

94

77

89

82

82

80

83

80

85

79

83

... if EUTM user

EUTM


P 13

figures in percent

Basis: n=1.962 CAWI-interviews in total, users with accepted EUTM only. Key Users n=149. Owners n=905. Representatives n=908.

6702_07a1

Satisfaction with EUTM - Aspects of the Absolute Grounds Examination

0 20 40 60 80 100

All

KeyUsers

Owners

Representatives

All

KeyUsers

Owners

Representatives

All

KeyUsers

Owners

Representatives

All

KeyUsers

Owners

Representatives

1

2

1

1

1

2

1

1

3

1

1

3

2

1

1

1

2

1

1

2

1

1

1

2

2

3

1

3

3

1

3

3

3

9

2

4

4

5

3

5

11

11

12

11

13

8

14

12

14

13

14

15

14

13

14

14

14

24

12

15

16

20

15

16

14

28

12

14

16

25

13

17

40

40

39

40

38

49

37

39

38

32

39

39

37

40

38

36

31

17

36

28

29

21

30

29

28

15

32

25

27

13

31

25








Time taken for

Absolute Grounds

examination

Overall

satisfaction with

Absolute Grounds

examination

Consistency of

Absolute Grounds

examination

Predictability of

Absolute Grounds

examination

85

81

87

83

83

90

82

84

80

75

83

78

80

78

82

78

Combined

score ... if have accepted applications

EUTM


P 14

figures in percent

Basis: n=427 CAWI-interviews in total, users with rejected EUTM only. Key Users n=96. Owners n=104. Representatives n=227.

6702_07a2

Satisfaction with EUTM - Aspects of Absulute Grounds Decisions

0 20 40 60 80 100

All

KeyUsers

Owners

Representatives

All

KeyUsers

Owners

Representatives

All

KeyUsers

Owners

Representatives

All

KeyUsers

Owners

Representatives

All

KeyUsers

Owners

Representatives

All

KeyUsers

Owners

Representatives

10

6

22

6

5

2

16

1

9

5

22

4

9

6

22

5

11

5

26

7

9

4

22

5

9

7

10

10

3

1

2

5

6

3

7

6

7

7

8

7

10

8

12

9

8

5

10

9

20

17

18

23

6

2

8

7

15

13

11

18

17

13

13

20

18

16

12

22

16

17

12

18

16

17

17

15

17

18

21

15

18

21

16

17

24

26

22

23

18

19

16

18

25

26

20

24

1928

1318

2221

1924

2121

1922

1825

1616

2029

1718

2024

1719

212313

22

3545

2435

2430

1825

202013

23

17209

19

172312

18

52

76

121110

13

7778

53

66

63

87

51

77








Time taken to

issue the

decision(s)

Overall

satisfaction with

the decision(s)

Clarity of the

decision(s)

Consistency of the

decision(s)

Reasoning behind

the decision(s)

Predictability of

the decision(s)

45533346

69775372

52584455

43483545

43523444

42483644

Combined

score... if have rejected applications


P 15

figures in percent

Basis: n=776 CAWI-interviews in total, users of Opposition only. Key Users n=153. Owners n=100. Representatives n=523.

6702_08a

Satisfaction with EUTM - Oppositions Proceedings and Decisions (Share-of-Voice*)

0 20 40 60 80 100

All (n=767)KeyUsers (n=151)

Owners (99)Representatives (517)


Owners (n=99)Representatives (n=517)




Owners (n=96)Representatives 8n=492)









1

5

1

1

1

5

1

1

1

3

1

2

1

8

1

1

2

1

2

1

3

2

2

1

3

2

2

3

2

1

1

3

1

2

1

5

1

2

1

4

2

2

2

1

2

2

1

5

2

2

3

1

2

2

1

3

2

3

2

3

3

5

1

8

5

4

1

8

4

6

3

5

6

5

5

5

5

5

4

10

4

6

6

10

6

5

5

10

5

6

9

8

6

10

6

12

11

9

9

7

10

18

16

23

17

17

13

18

18

17

14

17

18

19

17

23

19

17

15

17

17

21

19

26

20

19

24

14

19

19

22

17

18

20

26

15

19

22

25

18

23

20

23

13

21

21

25

10

23

24

31

11

24

22

26

13

22

47

54

34

46

43

48

31

44

39

41

25

42

38

43

36

37

37

45

30

36

37

40

34

36

36

38

36

37

35

36

31

36

16

14

23

16

21

17

26

21

15

12

24

14

13

11

14

13

17

13

23

17

12

7

20

11

13

9

20

12

10

7

16

10








The way the

EUIPO managed

the opposition

proceedings


with oppositions

The opposition

decision(s)

Overall time

taken for a

decision(s)

Clarity of the

decision(s)

Consistency

of the

decision(s)

Reasoning

behind the

decision(s)

Predictability of

the decision(s)

82

92

71

81

83

87

74

83

74

79

64

75

73

79

68

73

74

81

66

74

70

72

64

70

73

78

67

73

67

69

60

68

Combined

score

* "Share of voice" means that only interviewees with an opinion are included / not statement answers (due to no required answer) are eliminated.

... if have been involved in

opposition


P 16

figures in percent

Basis: n=313 CAWI-interviews in total, users of Cancellations only. Key Users n=100. Owners n=44. Representatives n=169.

6702_08b

Satisfaction with EUTM - Cancellations Proceeding and Decisions (Share-of-Voice*)

0 20 40 60 80 100

All (n=293)KeyUser (n=93)

Owner (n=41)Representative (n=159)















1

1

1

1

1

2

1

1

2

1

3

1

8

2

1

8

1

1

5

1

2

2

2

2

2

1

5

2

3

2

5

4

2

1

4

2

5

2

2

3

1

2

2

2

2

3

2

2

3

2

3

1

4

2

8

5

4

5

5

3

4

3

2

5

7

9

2

5

3

1

2

4

3

1

5

4

4

3

10

3

4

2

5

4

17

24

17

13

15

20

15

12

25

28

29

22

23

26

27

21

24

31

25

20

26

34

27

22

23

28

27

19

25

29

33

22

20

23

19

19

22

22

15

25

18

19

10

20

21

17

15

24

20

18

18

21

22

18

20

26

22

22

18

24

22

23

18

22

40

34

33

45

38

37

35

39

34

32

34

36

30

28

30

35

36

31

30

40

32

30

26

33

32

29

27

35

32

26

23

38

14

14

17

13

17

14

27

16

15

15

19

14

14

16

18

12

13

16

18

12

13

13

15

12

14

16

15

13

12

16

15

10








The way the EUIPO

managed the

cancellation

proceedings


with cancellations

The cancellation

decision(s)

Overall time taken

for a decision(s)

Clarity of the

decision(s)

Consistency of the

decision(s)

Reasoning behind the

decision(s)

Predictability of the

decision(s)

Low

sam

ple

size in

all th

e su

b-g

roups!

74

71

69

77

77

73

77

80

67

66

63

70

65

61

63

71

69

65

66

73

67

61

61

71

68

67

60

72

66

65

56

70

Combined

score

* "Share of voice" means that only interviewees with an opinion are included / don't know answers are eliminated.

... if have been involved in

cancellations


P 17


Legal Practice

EUTM

RCD

Appeals

The Register







P 18

figures in percent

Basis: 2017: n=838 CAWI-interviews in total, users of RCD only. Key Users n=107. Owners n=300. Representatives n=431.

6702_10b

Satisfaction with RCD - Overall - Combined Score* - Comparison Over Time

0 20 40 60 80 100

2017

2015

2014

2012

2010

2008

2007

2006

2005

92

92

82

87

83

79

76

67

67


All

Overall, how satisfied are you with the service provided by the EUIPO for RCD applications in 2017? **


P 19

figures in percent

Basis: n=107 CAWI-interviews in total, users of application for a declaration of invalidity of an RCD only.

6702_10e

How satisfied are you with the application(s) for a declaration of invalidity of an RCD that you were involved in during 2017?

Satisfaction with RCD - Declaration of Invalidity (Share-of-Voice*)

0 20 40 60 80 100

All (n=96)

All (n=95)

All (n=91)

All (n=93)

All (n=93)

All (n=93)

All (n=93)

All (n=93)

3

2

2

3

2

5

3

5

4

7

3

7

3

2

3

1

5

6

7

7

5

5

7

7

23

21

29

24

26

26

26

28

21

19

19

17

20

20

18

20

33

32

26

33

34

33

33

32

10

13

14

9

9

9

8

8








The way the EUIPO

managed the invalidity

proceedings


with RCD invalidity

The invalidity

decision(s)

Overall time taken for a

decision(s)

Clarity of the

decision(s)

Consistency of the

decision(s)

Reasoning behind the

decision(s)

Predictability of the

decision(s)


Combined

score

64

64

59

59

63

62

59

60


P 20


Legal Practice

EUTM

RCD

Appeals

The Register







P 21

figures in percent

0 20 40 60 80 100

2017

2015

2014

2012

2010

2008

2007

2006

2005

64

72

60

66

58

59

43

51

46

0 20 40 60 80 100

2017

2015

2014

2012

2010

2008

2007

2006

2005

68

84

0

0 20 40 60 80 100

2017

2015

2014

2012

2010

2008

2007

2006

2005

43

48

0

0 20 40 60 80 100

2017

2015

2014

2012

2010

2008

2007

2006

2005

67

68

0

Owners Representatives Key Users

All

Basis: 2017: n=330 CAWI-interviews in total, users of Appeal only. Key Users n=101. Owners n=47. Representatives n=182.

2015: n=309 CAWI-interviews in total, users of Appeal only. Key Users n=99. Owners n=27. Representatives n=183.

6702_11c


Satisfaction with Appeals - Overall - Combined Score* - Comparison Over Time

In general, how satisfied are you with the service received from the Office's Boards of Appeal? **

No data on sub groups

2005-2014 available


2005-2014 available


2005-2014 available

Low sample size


P 22

You mentioned you appealed against a decision of the Office in 2017.

1) In general, how satisfied are you with the service received from the Office's Boards of Appeal?

2) How satisfied are you with the administrative proceedings for appeals?

Basis: n=330 CAWI-interviews in total, users of Appeal only. Key Users n=101. Owners n=47. Representatives n=182.

6702_11a

Satisfaction with Appeals

0 20 40 60 80 100

All

KeyUsers

Owners

Representatives

All

KeyUsers

Owners

Representatives

4

17

3

3

15

2

4

2

11

3

3

1

6

4

9

9

6

10

6

7

6

5

19

21

23

16

15

16

21

13

25

28

17

26

29

32

21

30

31

31

17

35

34

35

27

34

8

9

9

7

10

9

4

12








figures in percent

General satisfaction

with the service

received from the

Office's Boards

of Appeal?

Satisfaction with

the administrative

proceedings

for appeals

Low sample size in

the sub-group owners!

Low sample size in


64

68

43

68

73

76

52

76

Combined

score *


P 23

How satisfied are you with the Board of Appeal decision(s)?

Basis: n=330 CAWI-interviews in total, users of Appeal only. Key Users n=101. Owners n=47. Representatives n=182.

6702_11b

Satisfaction with Appeals - Decision(s)

0 20 40 60 80 100

All

KeyUsers

Owners

Representatives

All

KeyUsers

Owners

Representatives

All

KeyUsers

Owners

Representatives

4

1

19

2

4

1

19

2

4

1

19

1

5

3

4

5

5

3

2

7

5

3

4

5

7

2

11

8

7

5

9

8

6

4

4

8

19

23

21

17

19

22

24

17

23

24

30

21

24

29

17

24

22

24

21

21

27

29

26

26

35

36

22

37

34

34

19

36

28

32

13

32

6

6

6

7

9

11

6

9

7

7

4

7








figures in percent

Overall

satisfaction

with the

decision(s)

Predictability

of the

decision(s)

Reasoning

of the

decision(s)

Low sample size in


Low sample size in


Low sample size in


65

71

45

68

65

69

46

66

62

68

43

65

Combined

score *


P 24


Legal Practice

EUTM

RCD

Appeals

The Register







P 25

figures in percent

Satisfaction with the Register - Overall - Combined Score* - Comparison Over Time

0 20 40 60 80 100

2017

2015

2014

2012

2010

2008

2007

2006

2005

90

90

85

88

85

73

68

56

46


All users of

the Register

Basis: n=1.082 CAWI-interviews in total, users of Register only. Key Users n=149. Owners n=271. Representatives n=662.

6702_12b

How satisfied are you with the Register (renewal of an EUTM or RCD; transfer of an EUTM or RCD; changes to

owner/representative data of a registered EUTM or RCD; certified copies of application or other entries in the Register)?


P 26


Legal Practice

EUTM

RCD

Appeals

The Register







P 27

Basis: Infomration Centre: n=1.465 CAWI-interviews in total. Key Users n=133. Owners n=667. Representatives n=665.

Tech. Support: n=687 CAWI-interviews in total. Key Users n=85. Owners n=294. Representatives n=308.

Examiners: n=705 CAWI-interviews in total. Key Users n=95. Owners n=202. Representatives n=408.

Complaints: n=112 CAWI-interviews in total. Key Users n=22. Owners n=42. Representatives n=48.

6702_14b

Satisfaction with Service provided by / received from the EUIPO Teams

0 20 40 60 80 100

All

KeyUsers

Owners

Representatives

All

KeyUsers

Owners

Representatives

All

KeyUsers

Owners

Representatives

All

KeyUsers

Owners

Representatives

1

2

1

1

1

2

1

2

1

3

1

12

5

17

10

1

1

2

1

1

2

1

2

5

1

5

14

5

2

4

6

3

4

4

7

2

5

5

5

4

4

6

5

10

5

6

5

4

6

7

6

6

7

7

5

7

16

18

14

17

14

21

13

13

16

26

13

15

17

25

12

18

20

14

26

17

39

47

37

42

38

39

38

38

38

46

37

39

26

35

19

27

36

17

39

35

34

21

37

34

29

16

34

30

15

14

14

17








figures in percent

Information

Centre(n=1.465)

Technical

Support(n=687)

Examiners(n=705)

Complaints(n=112)

Low sample size in

the sub-groups!

Combined

score

89

85

89

90

88

86

88

87

84

87

83

87

61

63

59

61

... if have been in contact (in 2017)


P 28


Legal Practice

EUTM

RCD

Appeals

The Register







P 29

figures in percent

Basis: n=2.695 CAWI-interviews in total. Key Users n=170. Owners n=1.427. Representatives n=1.098.

6702_15

Satisfaction with e-filing Tools (Share-of-Voice*)

0 20 40 60 80 100

All (n=2167)

KeyUsers (n=160)

Owners (n=1037)

Representatives (n=970)

All (n=1391)

KeyUsers (n=157)

Owners (n=554)


All (n=1571)

KeyUsers (n=130)

Owners (n=725)


All (n=1790)

KeyUsers (n=161)

Owners (n=784)


All (n=1611)

KeyUsers (n=132)

Owners (n=836)


All (n=1242)

KeyUsers (n=134)

Owners (n=562)


All (n=1195)

KeyUsers (n=130)

Owners (n=527)


4

2

4

2

4

4

5

2

3

1

6

3

5

4

5

3

5

5

5

3

4

5

5

2

5

8

5

2

8

1

11

3

15

7

26

10

12

9

16

9

9

4

13

8

12

10

12

12

17

8

23

16

20

8

24

16

11

5

11

11

13

7

13

15

14

11

14

12

14

8

16

13

15

9

15

15

13

9

15

14

14

12

14

14

38

44

36

42

37

43

31

40

38

37

35

38

38

43

35

38

37

49

36

39

39

54

31

42

34

47

32

39

40

48

38

41

31

39

26

34

33

42

29

37

35

40

31

39

32

27

32

31

26

24

26

26

27

25

24

29

1+2+3 = dissatisfied 4 = Neither satisfied nor dissatisfied 5 = Somewhat satisfied 6 = Mostly satisfied 7 = Entirely satisfied

EUTM e-filing

Opposition

e-filing

RCD

e-filing

E-filing of

recordals

E-filing for

international

applications

E-filing for

appeals

E-filing for

cancellation/

invalidity

89

97

85

94

81

89

70

89

85

90

78

87

87

91

82

90

84

85

83

85

78

87

72

82

75

84

70

82

Combined

score

* "Share of voice" means that only interviewees with an opinion are included / don't use answers are eliminated.


P 30

figures in percent


6702_16a

Satisfaction with Online Tools I (Share-of-Voice*)

0 20 40 60 80 100

All (n=2554)

KeyUsers (n=169)

Owners (n=1319)


All (n=1837)

KeyUsers (n=159)

Owners (n=777)


All (n=1972)

KeyUsers (n=160)

Owners (n=844)


All (n=1549)

KeyUsers (n=14)

Owners (n=729)


All (n=1453)

KeyUsers (n=110)

Owners (n=679)


All (n=2194)

KeyUsers (n=167)

Owners (n=1036)


8

9

9

8

4

2

6

4

5

9

5

5

5

6

6

3

4

3

6

3

5

5

5

4

7

7

8

6

12

4

19

7

10

2

17

6

16

13

18

13

17

15

19

13

7

2

11

6

18

15

20

16

15

16

15

15

16

17

15

16

18

16

16

17

19

20

19

18

16

16

18

16

40

43

36

44

43

50

35

46

38

49

32

43

37

40

37

42

37

38

33

42

41

49

36

43

26

25

28

25

26

28

26

28

30

23

31

31

25

24

24

25

24

23

23

23

31

28

30

31

1 + 2 + 3 = dissatisfied 4 = Neither satisfied nor dissatisfied 5 = Somewhat satisfied 6 = Mostly satisfied 7 = Entirely satisfied

The Office's

website

TMclass

TMview

DesignView

DesignClass

eSearch

Plus


84838485

84947689

84897890

80807784

80817583

88938490

Combined

score


P 31

figures in percent


6702_16b

Satisfaction with Online Tools II (Share-of-Voice*)

0 20 40 60 80 100

All (n=1573)

KeyUsers (n=124)

Owners (n=678)

Representatives (771)

All (n=1791)

KeyUsers (n=120)

Owners (n=832)


All (n=2405)

KeyUsers (n=170)

Owners (n=1197)


All (n=2251)

KeyUsers (n=166)

Owners (n=1107)


All (n=1169)

KeyUsers (n=69)

Owners (n=563)


All (n=896)

KeyUsers (n=53)

Owners (n=483)


7

8

8

6

10

7

10

11

8

3

10

6

8

5

10

7

5

2

5

2

9

13

12

6

15

8

19

13

13

17

15

12

9

6

11

6

8

6

10

7

26

27

28

21

27

33

27

30

20

22

19

20

19

25

19

21

18

16

18

18

17

15

17

17

14

17

13

17

15

20

12

15

37

43

31

42

34

35

32

34

39

50

36

43

39

49

36

40

35

44

31

40

27

20

27

30

20

18

23

19

22

15

24

22

26

25

26

26

27

24

27

29

21

10

23

19

21

13

21

18

1 + 2 + 3 = Dissatisfied 4 = Neither satisfied nor dissatisfied 5 = Somewhat satisfied 6 = Mostly satisfied 7 = Entirely satisfied

eSearch Case

Law

Goods and

Services

Builder

The User

Area

Electronic

communi-

cations

Common

Gateway

(tmdn.org)

Mobile

applications

Combined

score

77837381

75757577

83918087

83888086

70716776

63536063



P 32


Legal Practice

EUTM

RCD

Appeals

The Register







P 33

figures in percent


6702_17

Relevancy Of EUIPO's Communications (Share-of-Voice*)

0 20 40 60 80 100





All (n=1278)KeyUsers (n=89)Owners (n=671)












137

1412

191517

22

4044

3840

14131415

186

2315

2012

2219

2217

2220

3133

2835

1713

1916

2120

2021

2525

2726

2024

2120

2112

2818

2223

2420

2325

2623

2532

2623

2532

2325

222722

24

1517

1513

2434

2123

2534

1927

2232

2222

222919

23

1719

1817

293528

30

2431

2422

1310

1315

2723

2827

2333

1726

2426

2027

2226

2022

1712

1817

1613

1616

147

1710

84

86

156

1715

1315

1315

138

1412

123

1311

104

108

1 + 2 + 3 = irrelevant 4 = Neither relevant nor irrelevant 5 = Somewhat relevant 6 = Mostly relevant 7 = Entirely relevant

Online

news

items

Online

videos

Twitter

(@EUIPiotweets)

Observatory

website (in

general)

Alicante News

(newsletter)

Observatory

News

(newsletter)

Annual reports

LinkedIn

* "Share of voice" means that only interviewees with an opinion are included / don't know and not aware answers are eliminated.

70806771

60656356

36313634

66636665

61824968

59665661

56585256

44354642

Combined

score


P 34

Basis: Awareness: n=2.695 CAWI-interviews in total. Key Users n=170. Owners n=1.427. Representatives n=1.098. Satisfaction: n=542 CAWI-interviews in total.

Key Users n=68. Owners n=242. Representatives n=232. Representatives fully aware or somewhat aware of EDB: n=298.

6702_19

0 20 40 60 80 100

Representatives 2 3 4 23 26 26 16

1 = Very unlikely 2 = Unlikely 3 = Somewhat unlikely 4 = About as likely as not 5 = Somewhat likely 6 = Likely 7 = Very likely

figures in percent

.. .. if representative and fully or somewhat aware: How likely is it that you would recommend the Enforcement Database to your clients?

68

Combined

score

0 20 40 60 80 100

All (n=425)

KeyUsers (n=45)

Owners (n=212)

Rep. (n=168)

1

6

1

1

22

33

16

25

29

29

30

30

33

27

34

34

14

5

19

10

1 + 2 + 3 = dissatisfied 4 = Neither satisfied nor dissatisfied 5 = Somewhat satisfied 6 = Mostly satisfied 7 = Entirely satisfied

76

61

83

74

How satisfied are you with the Enforcement Database (EDB)? (Share of Voice*)Combined

score


Evaluation Enforcement Database (EDB) (Share-of-Voice*)

Recommendation Enforcement Database (EDB) - Representatives

figures in percent


20

40

6059

34

6751

21 2616

2715

2713 16

513

4 5


Are you aware of the Enforcement Database (EDB)?

Awareness Enforcement Database (EDB)

figures in percent


P 35


6702_20

figures in percent

.. .. if aware (fully or somewhat): How satisfied are you with the training offered by the Office's Academy Learning Portal in 2017? (Share of Voice*)

0 20 40 60 80 100

All (n=413)

KeyUsers (n=64)

Owners (n=158)

Rep. (n=191)

3

1

3

4

18

26

13

19

30

21

33

31

34

43

28

36

14

10

23

11

1 + 2 + 3 Dissatisfied 4 = Neither satisfied nor dissatisfied 5 = Somewhat satisfied 6 = Mostly satisfied 7 = Entirely satisfied

78

74

84

78

Combined

score


Evaluation The EUIPO Academy (Share-of-Voice*)

The EUIPO Academy is a learning and knowledge-sharing hub. Are you aware of the Office's Academy Learning Portal (OALP)?

Awareness The EUIPO Academy


20406080

10059

30

6950

21 24 1627

1529

11 176

173 6


figures in percent


P 36


Legal Practice

EUTM

RCD

Appeals

The Register







P 37

Basis:

Trademark: n=2.238 CAWI-interviews in total, users involved in trademarks only. Key Users n=161. Owners n=1.122. Representatives n=1.000.

Design: n=866 CAWI-interviews in total, users involved in design only. Key Users n=109. Owners n=306. Representatives n=451.

6702_30

To what extent do you agree with the following statement about the convergence of trade mark practices in the European Union:

"Overall, trade mark practices are harmonised across IP offices in the European Union"?

Harmonisation Across IP Offices in the European Union (Share-of-Voice*)

figures in percent0 20 40 60 80 100

All

KeyUsers

Owners

Representatives

All

KeyUsers

Owners

Representatives

1

1

1

1

1

1

1

1

2

7

2

3

2

4

2

2

8

18

5

11

6

11

6

5

13

10

13

13

20

25

15

22

24

36

20

25

26

29

22

28

35

24

37

35

33

25

36

33

17

4

23

13

12

6

16

9

1 = Entirely disagree

2 = Mostly disagree

3 = Somewhat disagree

4 = Neither agree nor disagree

5 = Somewhat agree

6 = Mostly agree

7 = Entirely agree

To what extent do you agree with the following statement about the convergence of design practices in the European Union:

"Overall, design practices are harmonised across IP offices in the European Union"?

figures in percent

Combined

score

67

59

69

69

60

50

64

60


Combined

score


P 38


Legal Practice

EUTM

RCD

Appeals

The Register







P 39

Participation of users has increased significantly (10,5% participation is increasing).

Satisfaction levels were maintained at a very high level of 89% satisfaction despite a slight erosion

being witnessed (-2 pp) this is somewhat compensated for by the top score (7 = entirely satisfied)

having increased in numbers.

The Office is still largely perceived as to being efficient, accessible, fast and competent.

High levels of satisfaction with the services were in line with the previous wave: 92% satisfaction with

EUTM and 92% with RCD.

The interactions with the Office is also highly rated: 89% with the Information Centre and 88% with

technical support.

The available online tools are also highly rated: 84% for the website and over 80% for the flagship tools

(TM/DSview, TM/DSclass).

The survey also confirmed the trends witnessed in the previous wave: key users are generally more

satisfied while owners interacting directly with the Office tend to be slightly less satisfied.



P 40

figures in percent

6702_25b

Overall Satisfaction - Combined ScoreComparison Over Time

2018

2015

2014

2012

2010

2008

2007

2006

2005

0

25

50

75

100

8991

818585

7270

6565

“Learn from own success”

“Strategical Strengths”


P 41

Strategical Strengths

Examiners

Information Centre

Owners

RCD e-filing

Guidelines

Opposition

EUTM e-filing

Overall

satisfaction

with the

EUIPO

Application

process

(EUTM or RCD)

Representatives

Information Centre

Office’s Website

Opposition

Examiners

Guidelines

Overall

satisfaction

with the

EUIPO

Application

process

(EUTM or RCD)

EUIPO USS 2017 · Computer assisted web interviews (CAWI / “online survey”) in English, French,...

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Transcript of EUIPO USS 2017 · Computer assisted web interviews (CAWI / “online survey”) in English, French,...