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February 2008 GfK GroupAd Hoc Research OHIM USER SATISFACTION SURVEY 2007 ER- 0484/1/00 OHIM USER SATISFACTION SURVEY 2007 February 2008.

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Presentation on theme: "February 2008 GfK GroupAd Hoc Research OHIM USER SATISFACTION SURVEY 2007 ER- 0484/1/00 OHIM USER SATISFACTION SURVEY 2007 February 2008."— Presentation transcript:

1 February 2008 GfK GroupAd Hoc Research OHIM USER SATISFACTION SURVEY 2007 ER- 0484/1/00 OHIM USER SATISFACTION SURVEY 2007 February 2008

2 GfK GroupAd Hoc Research OHIM USER SATISFACTION SURVEY 2007 INDEX OBJECTIVES AND DATA SHEET RESULTS: User Satisfaction Index (USI) Complaints Identification of STRENGTHS and WEAKNESSES LEVEL 1: Image, Core Business, Information and Communication LEVEL 2: Global image LEVEL 2: Core business LEVEL 3: Community trade mark LEVEL 3: Community design LEVEL 3: Appeals LEVEL 3: Register LEVEL 2: Information and communication e-business tools Other issues: CONCLUSIONS AND DIAGNOSTICS Perception of the development of the OHIM ANNEX I: Results by countries ANNEX II: METHODOLOGY

3 GfK GroupAd Hoc Research OHIM USER SATISFACTION SURVEY 2007 February 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 CONTRIBUTION of each aspect in overall user satisfaction. ESTABLISH OBJECTIVES AND PRIORITIES FOR IMPROVEMENT EVALUATE THE EFFICIENCY OF THE ACTIONS that are undertaken 124 3

4 GfK GroupAd Hoc Research OHIM USER SATISFACTION SURVEY 2007 February DATA SHEET TARGET PUBLIC: any individual who has been in touch with the OHIM in the context of any proceedings in 2007, whether as an agent or as a proprietor acting on his own behalf (including proprietors employees and type 5 agents). TARGET GROUP: sampling unit is the individual. FIELDWORK: from 10/1/2008 to 31/1/2008 QUESTIONNAIRE: CAWI (Computer Assisted Web Interview) – questionnaire conducted via the web, with two reminders. Languages: the 5 languages of the Office.

5 GfK GroupAd Hoc Research OHIM USER SATISFACTION SURVEY 2007 February TARGET GROUP AND FINAL SAMPLE DISTRIBUTION The OHIM drew from its databases those users who met the conditions describing the target public (those having had any professional dealings with the OHIM in 2007). A total of 26,561 (13,390 proprietors / 13,171 agents) possible contacts were identified. A total of 19,098 addresses was available, but not all of them were correct, as 3,821 messages sent were returned as undeliverable. By the end of the response time a total of 1,227 questionnaires had been received, which gave a net response rate of 8 % and an optimum sample size in terms of statistical representation of the results (a sampling margin of error of +/-2.85 % on a level of confidence of 95%). The following charts show the comparison between the profiles of the users in the target public and the findings of the survey.

6 GfK GroupAd Hoc Research OHIM USER SATISFACTION SURVEY 2007 February Undeliverable mail RESPONDENTS RESPONSE RATE: 8,0% of net mailing addresses TOTAL OHIM Users AGENTS PROPRIETORS (*) (*) INCLUDING EMPLOYEES (type 5 agents) (in the last year) TARGET GROUP AND FINAL SAMPLE DISTRIBUTION

7 GfK GroupAd Hoc Research OHIM USER SATISFACTION SURVEY 2007 February TARGET GROUP AND FINAL SAMPLE DISTRIBUTION BY COUNTRY AND TYPE OF USER (%) DE GB FR ES IT AT NL SE GR PL DK BE CZ PT FI RO BG IE HU OTHERS TOTAL AGENTS: RESPONDENTS: DE GB FR ES IT AT NL SE GR PL DK BE CZ PT FI RO BG IE HU OTHERS TOTAL PROPIETORS: RESPONDENTS: 518

8 GfK GroupAd Hoc Research OHIM USER SATISFACTION SURVEY 2007 February The OHIM has defined and publicised on its website a set of accessibility, timeliness and quality objectives in terms of what users can expect when dealing with the Office. Are you aware of such standards? Yes 39% No 61% AGENTS PROPRIETORS Yes 36% No 64% TOTAL PROPRIETORS (No: 518) TOTAL AGENTS (No: 709)

9 February 2008 GfK GroupAd Hoc Research OHIM USER SATISFACTION SURVEY 2007 RESULTS User-Satisfaction -Index (USI)

10 GfK GroupAd Hoc Research OHIM USER SATISFACTION SURVEY 2007 February AGENTS WHO HAVE NOT COMPLAINED AGENTS WHO HAVE COMPLAINED 68,6 USI 67,0 USI AGENT 59,0 USI User-Satisfaction -Index (USI) 2005 / 2006 / 2007 RESULTS User-Satisfaction -Index (USI) 2005 / 2006 / 2007 PROPRIETORS WHO HAVE NOT COMPLAINED PROPRIETORS WHO HAVE COMPLAINED 62,5 USI 61,9 USI PROPRIETOR 55,0 USI +3,8 +5, ,3 USI 66,2 USI AGENT 59,5 USI 63,5 USI 62,8 USI PROPRIETOR 57,3 USI ,8 +0,9 70,9 USI 70,0 USI AGENT 64,7 USI 69,9 USI 68,5 USI PROPRIETOR 59,7 USI 2007

11 February 2008 GfK GroupAd Hoc Research OHIM USER SATISFACTION SURVEY 2007 RESULTS COMPLAINTS

12 GfK GroupAd Hoc Research OHIM USER SATISFACTION SURVEY 2007 February RESULTS COMPLAINTS NO 89% NO 76% YES 24% YES 11% 2006 TOTAL AGENTS (No: 709) TOTAL PROPRIETORS (No: 518) 2007 Have you filed any complaints with the OHIM over the last year? YES 15% NO 85% Yes, I submitted it in writing 11% Yes, by telephone 3% Yes, an alternative way. 1% Yes, an alternative way. 0% Yes, by telephone 4% Yes, I submitted it in writing 10% NO 86% YES 14%

13 GfK GroupAd Hoc Research OHIM USER SATISFACTION SURVEY 2007 February RESULTS COMPLAINTS How would you evaluate the way your complaint was dealt with? PROPRIETORS AGENTS EFFICIENTLY QUICKLY PROFESSIONALLY AGENTS (No:108) PROPRIETORS (No:71) COMPLAINTS AGENT COMPLAINTS PROPRIETOR SATISFACTIO N % STRATEGIC WEAKNESSES STRATEGIC STRENGTHS WEAKNESSES INFLUENCE 20%30%40%50%60%70%80%90% %30%40%50%60%70%80%90% SATISFACTION STRATEGIC WEAKNESSES STRATEGIC STRENGTHS WEAKNESSES INFLUENCE STRENGTHS QUICKLY PROFESSIONALLY EFFICIENTLY % 14%

14 GfK GroupAd Hoc Research OHIM USER SATISFACTION SURVEY 2007 February RESULTS COMPLAINTS SOLVED 63% SOLVED 66% Has a satisfactory solution been found to your problem? PROPRIETORS (No:49) % 51% 23% 12% 20% 10% 15% 27% AGENTS (No:123) PROPRIETORS (No:71) SOLVED SATISFACTORILY SOLVED UNSAT. SOLVED UNSAT. PENDING PARTLY S. PENDING PARTLY S. SATISFACTORILY 41% 46% 16% 11% 17% 27% 25% SOLVED SATISFACTORILY SOLVED UNSAT. SOLVED PENDING PARTLY S. PENDING PARTLY S. SATISFACTORILY UNSAT.SOLVED AGENTS (No:108) SOLVED 56% SOLVED 58% COMPLAINTS AGENT 15% COMPLAINTS PROPRIETOR 15% 14%

15 February 2008 GfK GroupAd Hoc Research OHIM USER SATISFACTION SURVEY 2007 LEVEL 1: IMAGE, COMPLAINTS, CORE BUSINESS, INFORMATION USI (User Satisfaction Index) OHIM IMAGE INFORMAT. & COMMUNIC. COM- PLAINTS LEVEL 1 CORE BUSINESS

16 GfK GroupAd Hoc Research OHIM USER SATISFACTION SURVEY 2007 February RESULTS LEVEL1: CORE BUSINESS, IMAGE, INFORMATION PROPRIETORS AGENTS 58% 41% 53% 55% (minimum) Every user satisfied No users satisfied TOTAL AGENTS (No: 709) TOTAL PROPRIETORS (No: 518) 57% 67% 62% 59% 65% 53% 68% 69% CORE BUSINESSIMAGEINFORMATION 50% 59% 49% 57% 58% 41% 65% 67% 58% CORE BUSINESSIMAGEINFORMATION %

17 GfK GroupAd Hoc Research OHIM USER SATISFACTION SURVEY 2007 February RESULTS LEVEL1: OHIM EMPLOYEES AGENTS 55% (minimum) Every user satisfied 2005 (CTM) % 68% 65% 51% 80% 66% 65% 67% 71% 61% 44% 80% 67% 68% 72% 64% 81% 70% COMPETENTRELIABLEwith PROFESSIONALISM EFFICIENT TELPH. EASY TO CONTACT POLITE, FRIENDLY RESPONSIVE TO USERS NEEDS 52% AGENTS 55% (minimum) Every user satisfied TOTAL AGENTS(No: 709) 65% 68% 65% 51% 80% 66% 65% 67% 71% 61% 44% 80% 67% 68% 72% 64% 81% 70% 52% % (minimum) satisfied No users satisfied ENQUIRIES PROPRIETORS % 63% 52% 73% 61% 65% 64% 69% 61% 47% 75% 64% 70% 71% 74% 69% 57% 78% 69% 0% 55% % (minimum) Every user TOTAL PROPRIETORS (No: 518) PROPRIETORS 61% 63% 52% 73% 61% 65% 64% 69% 61% 47% 75% 64% 70% 71% 74% 69% 57% 78% 69% 0% No users satisfied 2006 (CTM) 2005 (CTM) 2006 (CTM) COMPETENTRELIABLEwith PROFESSIONALISM EFFICIENT TELPH. EASY TO CONTACT POLITE, FRIENDLY RESPONSIVE TO USERS NEEDS ENQUIRIES

18 February 2008 GfK GroupAd Hoc Research OHIM USER SATISFACTION SURVEY 2007 LEVEL 2: 0VERALL IMAGE USI (Users Satisfaction Index) OHIM IMAGE LEVEL 2 OVERALL IMAGE

19 GfK GroupAd Hoc Research OHIM USER SATISFACTION SURVEY 2007 February swiftness transparency RESULTS LEVEL2: OVERALL IMAGE RESULTS Identification of Strengths and Weaknesses LEVEL2: OVERALL IMAGE PROPRIETORS AGENTS INFLUENCE SATISFACTION + - STRATEGIC WEAKNESSES STRATEGIC STRENGTHS WEAKNESSES swiftness transparency modernity prestige conscientiousness professionalism quality of service 20%30%40%50%60%70%80%90% modernity prestige conscientiousness professionalism quality of service 20%30%40%50%60%70%80%90% TOTAL PROPRIETORS (No: 518) INFLUENCE SATISFACTIO N STRATEGIC WEAKNESSES STRATEGIC STRENGTHS WEAKNESSES TOTAL AGENTS (No: 709)

20 February 2008 GfK GroupAd Hoc Research OHIM USER SATISFACTION SURVEY 2007 LEVEL 2: CORE BUSINESS USI (Users Satisfaction Index) LEVEL 2 USI (Users Satisfaction Index) CORE BUSINESS APPEAL REGISTER CTMRCD

21 GfK GroupAd Hoc Research OHIM USER SATISFACTION SURVEY 2007 February 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 EC Application 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

22 GfK GroupAd Hoc Research OHIM USER SATISFACTION SURVEY 2007 February RESULTS RESULTS LEVEL2: CORE BUSINESS PROPRIETORS AGENTS Every user satisfied No users satisfied 55% (minimum) 60% 70% 46% 50% 60% 67% 51% 59% 71% 77% 44% 68% CTMRCDAPPEALREGISTER 57% 60% 45% 37% 60% 67% 52% 53% 63% 72% 39% 68% CTMRCD APPEAL REGISTER TOTAL PROPRIETORS (No: 518) TOTAL AGENTS (No: 709) (*) (*) No : No :193 No :657 No :344 No :431 No :443No :133No :266

23 February 2008 GfK GroupAd Hoc Research OHIM USER SATISFACTION SURVEY 2007 LEVEL 3: CORE BUSINESS / CTM USI (Users Satisfaction Index)

24 GfK GroupAd Hoc Research OHIM USER SATISFACTION SURVEY 2007 February PROPRIETORS AGENTS RESULTS: RESULTS: CTM Every user satisfied No users satisfied 55% (minimum) 57% 38% 28% 58% 39% 43% 71% 56% 60% CTM APPLICATIONSOPPOSITIONSCTM INVALIDITY 50% 26% 31% 52% 40% 61% 64% 59% 55% CTM APPLICATIONSOPPOSITIONSCTM INVALIDITY PROPRIETORS (No: 447) (No: 657) (*) (*) No : (No: 451) (No: 147) (No: 447) (No: 131) TOTAL AGENTS (No: 657)

25 GfK GroupAd Hoc Research OHIM USER SATISFACTION SURVEY 2007 February How important is it to you that the OHIM sets time standards for the examination, publication and registration of CTMs? 1% 0% 1% 4% 6% 17% 14% 37% 0% 1% 2% 5% 13% 41% AGENTS PROPRIETORS (0) Not important Very important (10) PROPIETORS: 81% AGENTS: 85% IMPORTANT (7-10) RESULTS RESULTS: CTM APPLICATIONS

26 GfK GroupAd Hoc Research OHIM USER SATISFACTION SURVEY 2007 February 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. Are you satisfied with this service level? PROPIETORS: 65% AGENTS: 77% SATISFIED (7-10) 1% 0% 1% 6% 10% 18% 24% 18% 17% 2% 1% 2% 3% 4% 8% 9% 16% 18% 12% 18% Have you noticed any CHANGE in performance over the past year? 4% 3% 59% 78% 38% 19% AGENTSPROPRIETORS (0) = not satisfied (10 )= very satisfied AGENTS PROPRIETORS BETTER NO CHANGE WORSE RESULTS RESULTS: CTM APPLICATIONS

27 GfK GroupAd Hoc Research OHIM USER SATISFACTION SURVEY 2007 February More than three-quarters (77%) of CTMs are being published within 31 weeks of receipt. Are you satisfied with this service level? PROPIETORS: 48% AGENTS: 57% SATISFIED (7-10) Have you noticed any CHANGE in performance over the past year? 5% 0% 3% 5% 10% 15% 20% 16% 13% 8% 6% 2% 3% 5% 7% 11% 9% 14% 7% 13% % 3% 62% 82% 34% 15% AGENTSPROPRIETORS (0) = not satisfied (10 )= very satisfied AGENTS PROPRIETORS BETTER NO CHANGE WORSE RESULTS RESULTS: CTM APPLICATIONS

28 GfK GroupAd Hoc Research OHIM USER SATISFACTION SURVEY 2007 February For over 60% of CTM applications where no opposition has been filed, publication takes place within 13 months of receipt. Are you satisfied with this service level? PROPIETORS: 40% AGENTS: 50% SATISFIED (7-10) Have you noticed any CHANGE in performance over the past year? AGENTS PROPRIETORS 6% 2% 3% 4% 6% 12% 14% 18% 14% 9% 8% 3% 4% 7% 12% 11% 12% 10% 9% % 3% 66% 84% 30% 13% (0) = not satisfied (10 )= very satisfied AGENTS PROPRIETORS BETTER NO CHANGE WORSE RESULTS RESULTS: CTM APPLICATIONS

29 GfK GroupAd Hoc Research OHIM USER SATISFACTION SURVEY 2007 February Do you think it is important that the OHIM sets quality standards for the classification of CTM applications and the absolute grounds examination? (0) Not important Very important (10) PROPIETORS: 71% AGENTS: 79% IMPORTANT (7-10) 1% 0% 1% 5% 7% 15% 21% 15% 29% 0% 1% 6% 9% 18% 17% 11% 26% AGENTS PROPRIETORS RESULTS RESULTS: CTM APPLICATIONS

30 GfK GroupAd Hoc Research OHIM USER SATISFACTION SURVEY 2007 February More than 90% of decisions comply with OHIMs defined quality standards. Are you satisfied with this service level? PROPIETORS: 61% AGENTS: 66% SATISFIED (7-10) Have you noticed any CHANGE in performance over the past year? AGENTS PROPRIETORS 2% 1% 2% 3% 7% 11% 24% 20% 14% 9% 1% 3% 2% 7% 12% 20% 15% 12% 14% % 2% 77% 85% 18% 13% (0) = not satisfied (10 )= very satisfied AGENTS PROPRIETORS BETTER NO CHANGE WORSE RESULTS RESULTS: CTM APPLICATIONS

31 GfK GroupAd Hoc Research OHIM USER SATISFACTION SURVEY 2007 February Almost all OHIM decisions on absolute grounds (98%) comply with the pre-set quality standards. Are you satisfied with this service level? PROPIETORS: 62% AGENTS: 68% SATISFIED (7-10) Have you noticed any CHANGE in performance over the past year? AGENTS PROPRIETORS 2% 0% 1% 2% 8% 23% 21% 15% 10% 1% 0% 3% 2% 6% 9% 16% 18% 11% 17% % 2% 80% 86% 16% 11% (0) = not satisfied (10 )= very satisfied AGENTS PROPRIETORS BETTER NO CHANGE WORSE RESULTS RESULTS: CTM APPLICATIONS

32 GfK GroupAd Hoc Research OHIM USER SATISFACTION SURVEY 2007 February … 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) 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) POSITIVE CHANGE 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 OHIMs 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… SUMMARY SUMMARY: CTM APPLICATIONS

33 GfK GroupAd Hoc Research OHIM USER SATISFACTION SURVEY 2007 February How important is it to you that the OHIM sets time standards for the admissibility phase of proceedings and for the notification of the decisions? (0) Not important Very important (10) PROPIETORS: 80% AGENTS: 80% IMPORTANT (7-10) RESULTS RESULTS: CTM OPPOSITION 2% 0% 1% 2% 4% 8% 16% 21% 13% 31% 0% 2% 5% 9% 18% 15% 18% 28% AGENTS PROPRIETORS

34 GfK GroupAd Hoc Research OHIM USER SATISFACTION SURVEY 2007 February For more than two-thirds of opposition files, the admissibility phase is finalised within 2 months of receiving the opposition. Are you satisfied with this service level? PROPIETORS: 68% AGENTS: 63% SATISFIED (7-10) Have you noticed any CHANGE in performance over the past year? AGENTSPROPRIETORS RESULTS RESULTS: CTM OPPOSITION 2% 0% 2% 4% 5% 8% 14% 19% 20% 13% 11% 1% 0% 1% 3% 8% 12% 24% 18% 16% 10% % 2% 71% 85% 24% 13% (0) = not satisfied (10 )= very satisfied AGENTS PROPRIETORS BETTER NO CHANGE WORSE

35 GfK GroupAd Hoc Research OHIM USER SATISFACTION SURVEY 2007 February For around one-third of opposition files, the decision is notified within 4 months of finalising the adversarial part of the proceedings. Are you satisfied with this service level? PROPIETORS: 52% AGENTS: 50% SATISFIED (7-10) Have you noticed any CHANGE in performance over the past year? AGENTSPROPRIETORS BETTER NO CHANGE WORSE RESULTS RESULTS: CTM OPPOSITION 2% 4% 5% 9% 12% 22% 15% 8% 6% 1% 2% 4% 5% 14% 16% 18% 16% 9% 8% % 3% 77% 85% 17% 11% (0) = not satisfied (10 )= very satisfied AGENTS PROPRIETORS

36 GfK GroupAd Hoc Research OHIM USER SATISFACTION SURVEY 2007 February For CTM oppositions, how important is it to you that OHIM sets quality standards for its decisions? (0) Not important Very important (10) PROPIETORS: 76% AGENTS: 83% IMPORTANT (7-10) RESULTS RESULTS: CTM OPPOSITION 1% 0% 1% 3% 7% 15% 23% 17% 28% 0% 1% 0% 7% 6% 16% 17% 14% 29% AGENTS PROPRIETORS

37 GfK GroupAd Hoc Research OHIM USER SATISFACTION SURVEY 2007 February Well over 80% of opposition decisions comply with the OHIMs quality standards. Are you satisfied with this service level? PROPIETORS: 60% AGENTS: 58% SATISFIED (7-10) Have you noticed any CHANGE in performance over the past year? AGENTSPROPRIETORS RESULTS RESULTS: CTM OPPOSITION 2% 0% 3% 4% 5% 9% 14% 25% 19% 7% 6% 1% 4% 5% 14% 17% 18% 16% 10% % 3% 80% 87% 14% 10% (0) = not satisfied (10 )= very satisfied AGENTS PROPRIETORS BETTER NO CHANGE WORSE

38 GfK GroupAd Hoc Research OHIM USER SATISFACTION SURVEY 2007 February SUMMARY SUMMARY: 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) 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) POSITIVE CHANGE 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 OHIMs quality standards 24% 13% 50% 52% 17% 11% 58% 60% 14% 10% AGENTS How important is it to you… PROPRIETORS

39 February 2008 GfK GroupAd Hoc Research OHIM USER SATISFACTION SURVEY 2007 LEVEL 3: CORE BUSINESS / RCD USI (Users Satisfaction Index)

40 GfK GroupAd Hoc Research OHIM USER SATISFACTION SURVEY 2007 February RESULTS: RESULTS: RCD PROPRIETORS AGENTS Every user satisfied No users satisfied 71% 62% 70% 67% 52% RCD APPLICATIONS (No: 344) RCD INVALIDITY (No:35)* 67% 44% 67% 100% RCD APPLICATIONS (No:133) RCD INVALIDITY (No:2)* 55% (minimum) % % + 14 No minimum sample (*)

41 GfK GroupAd Hoc Research OHIM USER SATISFACTION SURVEY 2007 February How important is it to you that the OHIM sets time standards for acknowledgement of receipt and publication of RCDs? (0) Not important Very important (10) PROPIETORS: 74% AGENTS: 81% IMPORTANT (7-10) RESULTS RESULTS: RCD 1% 0% 2% 4% 9% 19% 14% 29% 0% 1% 2% 5% 14% 11% 18% 13% 32% AGENTS PROPRIETORS

42 GfK GroupAd Hoc Research OHIM USER SATISFACTION SURVEY 2007 February For more than two-thirds of design applications, acknowledgement of receipt is sent within 5 days of receiving the application. Are you satisfied with this service level? PROPIETORS: 82 % AGENTS: 76 % SATISFIED (7-10) Have you noticed any CHANGE in performance over the past year? AGENTSPROPRIETORS RESULTS RESULTS: RCD 1% 3% 6% 8% 17% 22% 17% 20% 2% 0% 2% 1% 5% 8% 20% 18% 20% 24% (0) = not satisfied (10 )= very satisfied AGENTS PROPRIETORS BETTER NO CHANGE WORSE 3% 1% 71% 84% 27% 15%

43 GfK GroupAd Hoc Research OHIM USER SATISFACTION SURVEY 2007 February For more than eight out of ten design applications, registration of the RCD is published within 8 weeks. Are you satisfied with this service level? PROPIETORS: 71% AGENTS: 83% SATISFIED (7-10) Have you noticed any CHANGE in performance over the past year? AGENTSPROPRIETORS RESULTS RESULTS: RCD 1% 3% 6% 8% 17% 22% 17% 20% 2% 0% 2% 1% 5% 8% 20% 18% 20% 24% % 68% 85% 31% 14% (0) = not satisfied (10 )= very satisfied AGENTS PROPRIETORS BETTER NO CHANGE WORSE

44 GfK GroupAd Hoc Research OHIM USER SATISFACTION SURVEY 2007 February How important is it to you that the OHIM sets quality standards for the registration of RCD applications? (0) Not important Very important (10) PROPIETORS: 77% AGENTS: 85% IMPORTANT (7-10) RESULTS RESULTS: RCD 0% 1% 0% 1% 2% 6% 23% 21% 14% 28% 0% 1% 0% 6% 9% 11% 21% 15% 29% AGENTS PROPRIETORS

45 GfK GroupAd Hoc Research OHIM USER SATISFACTION SURVEY 2007 February Over 90% of RCD publications comply with the OHIM quality standards. Are you satisfied with this service level? PROPIETORS: 74% AGENTS: 76% SATISFIED (7-10) Have you noticed any CHANGE in performance over the past year? AGENTSPROPRIETORS RESULTS RESULTS: RCD 1% 2% 1% 4% 8% 25% 21% 19% 11% 0% 1% 2% 3% 5% 6% 21% 20% 21% 11% % 78% 87% 21% 12% (0) = not satisfied (10 )= very satisfied AGENTS PROPRIETORS BETTER NO CHANGE WORSE

46 GfK GroupAd Hoc Research OHIM USER SATISFACTION SURVEY 2007 February SUMMARY SUMMARY: 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) 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) POSITIVE CHANGE 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…

47 February 2008 GfK GroupAd Hoc Research OHIM USER SATISFACTION SURVEY 2007 LEVEL 3: CORE BUSINESS / APPEAL USI (Users Satisfaction Index)

48 GfK GroupAd Hoc Research OHIM USER SATISFACTION SURVEY 2007 February For appeals, how important is it to you that OHIM sets time standards for acknowledgement of receipt, interlocutory revision and notification of the decision? (0) Not important Very important (10) PROPIETORS: 73% AGENTS: 77% IMPORTANT (7-10) RESULTS : APPEAL APPLICATIONS 2% 1% 0% 5% 7% 14% 20% 14% 28% 0% 6% 15% 18% 12% 27% AGENTS PROPRIETORS

49 GfK GroupAd Hoc Research OHIM USER SATISFACTION SURVEY 2007 February The average waiting time from notice of appeal to receipt is 13 days, and it takes on average 14 days from receipt to interlocutory revision. Are you satisfied with this service level? PROPIETORS: 55% AGENTS: 59% SATISFIED (7-10) Have you noticed any CHANGE in performance over the past year? AGENTS PROPRIETORS RESULTS : APPEAL APPLICATIONS 0% 2% 1% 4% 9% 14% 19% 15% 7% 0% 3% 6% 3% 9% 15% 24% 9% 12% % 77% 88% 19% 12% (0) = not satisfied (10 )= very satisfied AGENTS PROPRIETORS BETTER NO CHANGE WORSE

50 GfK GroupAd Hoc Research OHIM USER SATISFACTION SURVEY 2007 February In ex parte cases, the average waiting time from interlocutory revision to notification of the decision is 134 days. Are you satisfied with this service level? PROPIETORS: 30% AGENTS: 35% SATISFIED (7-10) Have you noticed any CHANGE in performance over the past year? AGENTS PROPRIETORS RESULTS : APPEAL APPLICATIONS 4% 2% 3% 4% 8% 13% 16% 11% 5% 2% 6% 0% 3% 6% 9% 18% 9% 12% 0% 6% % 3% 85% 79% 13% 18% (0) = not satisfied (10 )= very satisfied AGENTS PROPRIETORS BETTER NO CHANGE WORSE

51 GfK GroupAd Hoc Research OHIM USER SATISFACTION SURVEY 2007 February In inter partes cases, the average waiting time from interlocutory revision to notification of the decision to the parties is 317 days. Are you satisfied with this service level? PROPIETORS: 18% AGENTS: 21% SATISFIED (7-10) Have you noticed any CHANGE in performance over the past year? AGENTS PROPRIETORS RESULTS : APPEAL APPLICATIONS 7% 3% 4% 6% 15% 12% 13% 11% 6% 3% 2% 12% 3% 6% 12% 9% 12% 9% 12% 3% 0% 3% % 3% 86% 85% 9% 12% (0) = not satisfied (10 )= very satisfied AGENTS PROPRIETORS BETTER NO CHANGE WORSE

52 GfK GroupAd Hoc Research OHIM USER SATISFACTION SURVEY 2007 February SUMMARY SUMMARY: APPEAL For appeals, how important is it to you that OHIM sets time standards for acknowledgement of receipt, interlocutory revision and notification of the decision? 73% IMPORTANT (7-10) The average waiting time from notice of appeal to receipt is 13 days, and it takes on average 14 days from receipt to interlocutory revision 77% SATISFIED (7-10) POSITIVE CHANGE 59% 55% (*) In ex parte cases, the average waiting time from interlocutory revision to notification of the decision is 134 days In inter partes cases, the average waiting time from interlocutory revision to notification of the decision to the parties is 317 days. 19% 12% (*) 35% 30% (*) 13% 18% (*) 21% 18% (*) 9% 12% (*) AGENTS PROPIETORS (*) No :33

53 February 2008 GfK GroupAd Hoc Research OHIM USER SATISFACTION SURVEY 2007 LEVEL 3: CORE BUSINESS/ Register USI (Users Satisfaction Index) CORE BUSINESS REGISTER

54 GfK GroupAd Hoc Research OHIM USER SATISFACTION SURVEY 2007 February RESULTS RESULTS Identification of needs for action: REGISTER PROPRIETORS AGENTS Every user satisfied No users satisfied 51% 63% 62% SwiftnessAccuracyQuality 45% 59% 54% SwiftnessAccuracyQuality 55% (minimum) PROPRIETORS (No: 266) AGENTS (No: 431) % % % % % % + 17

55 GfK GroupAd Hoc Research OHIM USER SATISFACTION SURVEY 2007 February How important is it to you that the OHIM sets time standards to register recordals or to produce documents requested? (0) Not important Very important (10) PROPIETORS: 79% AGENTS: 84% IMPORTANT (7-10) RESULTS : REGISTER 1% 0% 1% 0% 1% 3% 7% 15% 19% 16% 33% 1% 0% 3% 6% 5% 14% 17% 14% 34% AGENTS PROPRIETORS

56 GfK GroupAd Hoc Research OHIM USER SATISFACTION SURVEY 2007 February More than 90% of CTM and RCD certified copies and certificates are issued within 14 days of receiving the request. Are you satisfied with this service level? PROPIETORS: 66% AGENTS: 65% SATISFIED (7-10) Have you noticed any CHANGE in performance over the past year? AGENTS PROPRIETORS RESULTS : REGISTER 1% 0% 2% 4% 9% 12% 19% 15% 12% 1% 0% 2% 3% 6% 7% 14% 20% 15% 18% % 1% 71% 86% 27% 13% (0) = not satisfied (10 )= very satisfied AGENTS PROPRIETORS BETTER NO CHANGE WORSE

57 GfK GroupAd Hoc Research OHIM USER SATISFACTION SURVEY 2007 February More than 90% of CTM and RCD transfers are recorded within 14 days of the request. Are you satisfied with this service level? PROPIETORS: 63% AGENTS: 77% SATISFIED (7-10) Have you noticed any CHANGE in performance over the past year? AGENTS PROPRIETORS RESULTS : REGISTER 0% 1% 2% 1% 6% 7% 19% 23% 17% 1% 0% 2% 3% 6% 9% 13% 19% 14% 18% % 65% 86% 34% 13% (0) = not satisfied (10 )= very satisfied AGENTS PROPRIETORS BETTER NO CHANGE WORSE

58 GfK GroupAd Hoc Research OHIM USER SATISFACTION SURVEY 2007 February SUMMARY SUMMARY: 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) More than 90% of CTM and RCD certified copies and certificates are issued within 14 days of receiving the request 84% SATISFIED (7-10) POSITIVE CHANGE 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

59 February 2008 GfK GroupAd Hoc Research OHIM USER SATISFACTION SURVEY 2007 LEVEL 2: INFORMATION & COMMUNICATION USI (Users Satisfaction Index)

60 GfK GroupAd Hoc Research OHIM USER SATISFACTION SURVEY 2007 February RCD invalidity During the last year and a half, have you asked the OHIM for any type of GENERAL INFORMATION (not related to any particular proceedings) about the following procedures... ? How would you evaluate the information supplied by the OHIM in response to your request or requests? AGENTS PROPRIETORS 55% (minimum) Every user satisfied No users satisfied PROPRIETORSAGENTS AGENTS (No: 360) 34% 26% 9% 13% 2% 8% 28% 19% 6% 8% 1% 4% 38% 28% 6% 9% 2% 9% CTM applicationOppositionCTM invalidityRCD application RCD invalidityAppeal 25% 12% 2% 11% 1% 4% 19% 8% 1% 4% 0% 2% 38% 12% 2% 8% 0% 3% CTM applicationOppositionCTM invalidityRCD applicationAppeal PROPIETORS (No: 239) RESULTS RESULTS INFORMATION & COMMUNICATION

61 GfK GroupAd Hoc Research OHIM USER SATISFACTION SURVEY 2007 February RESULTS RESULTS INFORMATION & COMMUNICATION Regarding answering time to both phone calls and s, the OHIMs objective is to answer most phone calls (currently 90%) to its general number within 20 seconds and most s (currently 90%) to its general mailbox within two days. 1% 4% 6% 10% 16% 23% 17% 11% 8% 2% 1% 2% 4% 10% 13% 20% 17% 12% 10% AGENTS PROPRIETORS PROPIETORS 60% AGENTS: 59% 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)

62 GfK GroupAd Hoc Research OHIM USER SATISFACTION SURVEY 2007 February RESULTS RESULTS INFORMATION & COMMUNICATION AGENTS 43% 48% 57% 61% 49% 59% 71% 60% 40% 45% 53% 62% 47% 57% 72% 62% 55% 53% 57% 66% 52% 60% 74% 65% Ease of identifying the right person to speak to Ease of obtaining the right information Clarity of information provided by the OHIM The tendency to replace paper by e-communications Speed of response to enquiries Accuracy of responses Mastery of the languages used in OHIM communications Completeness of information provided by the OHIM How satisfied are you with the following aspects related to obtaining information? Minimum

63 GfK GroupAd Hoc Research OHIM USER SATISFACTION SURVEY 2007 February How satisfied are you with the following aspects related to obtaining information? PROPRIETORS 40% 46% 62% 47% 53% 68% 59% 37% 39% 45% 64% 46% 60% 71% 62% 49% 50% 51% 64% 55% 62% 75% 64% Ease of identifying the right person to speak to Ease of obtaining the right information Clarity of information provided by the OHIM The tendency to replace paper by e-communications Speed of response to enquiries Accuracy of responses Mastery of the languages used in OHIM communications Completeness of information provided by the OHIM RESULTS RESULTS INFORMATION & COMMUNICATION Minimum

64 February 2008 GfK GroupAd Hoc Research OHIM USER SATISFACTION SURVEY 2007 Results: e-business tools

65 GfK GroupAd Hoc Research OHIM USER SATISFACTION SURVEY 2007 February Please rate OHIMs website with regard to the following aspects: Are you aware of/have you ever visited the OHIMs website ? YES 2005: 97% RESULTS RESULTS LEVEL2: OHIM´s website YES 2005: 88% YES 2006: 99% YES 2006: 94% PROPRIETORS AGENTS PROPRIETORS YES 2007: 99% YES 2007: 96% 53% 62% 74% 64% 58% 66% 73% 66% 56% 65% 71% 65% CLARITY OF THE STRUCTURE COMPLETENESS OF THE CONTENTS USEFULNESS OF CONTENTS SPEED AT WHICH THE INFORMATION IS UPDATED 52% 56% 64% 60% 44% 53% 60% 57% 49% 58% 63% 58% PROPRIETORS (Nº: 497) AGENTS (Nº: 703) Minimum + 5

66 GfK GroupAd Hoc Research OHIM USER SATISFACTION SURVEY 2007 February How often do you use the service/ database….? RESULTS: CTM ONLINE AGENTS For Users regularly + sometimes: How would you evaluate CTM Online with regard to …? 55% (minimum) Every user satisfied No users satisfied Do you deal with these services personally or through a third party? 12% 8% 9% 5% 7% 4% 5% 3% 78% 84% 82% Use it regularly Use it sometimes Aware but do not use Not aware Always personally 84% Sometimes personally 14% Always through a third party 2% 77% 78% 74% 80% 78% 76% 75% 82% 76% 64% 66% 73% Ease of use of the systemSpeed of the systemReliability of the system Security and confidentiality of processes

67 GfK GroupAd Hoc Research OHIM USER SATISFACTION SURVEY 2007 February How often do you use the service/ database….? RESULTS: RCD ONLINE AGENTS For Users regularly + sometimes: How would you evaluate RCD Online with regard to …? 55% (minimum) Every user satisfied No users satisfied Do you deal with these services personally or through a third party? Use it regularly Use it sometimes Aware but do not use Not aware 34% 21% 28% 17% 29% 23% 10% 20% 18% 30% 31% 39% Always personally 74% Always through a third party 6% Sometimes personally 20% 68% 71% 69% 75% 65% 68% 63% 70% 64% 58% 59% 67% Ease of use of the systemSpeed of the systemReliability of the system Security and confidentiality of processes

68 GfK GroupAd Hoc Research OHIM USER SATISFACTION SURVEY 2007 February How often do you use the service/ database….? RESULTS: E-FILING CTM AGENTS For Users regularly + sometimes: How would you evaluate E-Filing CTM with regard to …? 55% (minimum) Every user satisfied No users satisfied Do you deal with these services personally or through a third party? Use it regularly Use it sometimes Aware but do not use Not aware % 64% 59% 73% 64% 62% 54% 71% 59% 51% 53% 70% 20% 17% 19% 36% 25% 22% 7% 5% 37% 55% 53% Always personally 71% Sometimes personally 18% Always through a third party 11% Ease of use of the systemSpeed of the systemReliability of the system Security and confidentiality of processes

69 GfK GroupAd Hoc Research OHIM USER SATISFACTION SURVEY 2007 February How often do you use the service/ database….? RESULTS: E-FILING RCD AGENTS For Users regularly + sometimes: How would you evaluate E-Filing RCD with regard to …? 55% (minimum) Every user satisfied No users satisfied Do you deal with these services personally or through a third party? Use it regularly Use it sometimes Aware but do not use Not aware 15% 47% 46% 18% 12% 27% 20% Always personally 62% Always through a third party 14% Sometimes personally 24% 58% 57% 53% 65% 57% 47% 52% 65% Ease of use of the systemSpeed of the systemReliability of the system Security and confidentiality of processes

70 GfK GroupAd Hoc Research OHIM USER SATISFACTION SURVEY 2007 February How often do you use the service/ database….? RESULTS: MY PAGE AGENTS For Users regularly + sometimes: How would you evaluate My Page with regard to …? 55% (minimum) Every user satisfied No users satisfied Do you deal with these services personally or through a third party? Use it regularly Use it sometimes Aware but do not use Not aware % 10% 34% 31% 38% 44% 32% 25% 14% 27% 28% Always personally 74% Sometimes personally 19% Always through a third party 6% 57% 50% 58% 66% 62% 67% 64% 68% 60% 49% 55% 67% Ease of use of the systemSpeed of the systemReliability of the system Security and confidentiality of processes

71 GfK GroupAd Hoc Research OHIM USER SATISFACTION SURVEY 2007 February How often do you use the service/ database….? RESULTS: E-OPPOSITION AGENTS For Users regularly + sometimes: How would you evaluate E-Opposition with regard to …? 55% (minimum) Every user satisfied No users satisfied Do you deal with these services personally or through a third party? Use it regularly Use it sometimes Aware but do not use Not aware % 49% 20% 16% Always personally 62% Sometimes personally 24% Always through a third party 14% 64% 53% 61% 70% 2007 Ease of use of the systemSpeed of the systemReliability of the system Security and confidentiality of processes

72 GfK GroupAd Hoc Research OHIM USER SATISFACTION SURVEY 2007 February How often do you use the service/ database….? RESULTS: CTM ONLINE For Users regularly + sometimes: How would you evaluate CTM Online with regard to …? 55% (minimum) Every user satisfied No users satisfied Do you deal with these services personally or through a third party? Use it regularly Use it sometimes Aware but do not use Not aware PROPRIETORS 22% 19% 25% 17% 14% 9% 21% 32% 24% 36% 42% 40% Always personally 83% Always through a third party 3% Sometimes personally 14% 63% 64% 71% 65% 63% 64% 68% 65% 68% 67% 71% Ease of use of the systemSpeed of the systemReliability of the system Security and confidentiality of processes

73 GfK GroupAd Hoc Research OHIM USER SATISFACTION SURVEY 2007 February How often do you use the service/ database….? RESULTS: RCD ONLINE For Users regularly + sometimes: How would you evaluate RCD Online with regard to …? 55% (minimum) Every user satisfied No users satisfied Do you deal with these services personally or through a third party? Use it regularly Use it sometimes Aware but do not use Not aware PROPRIETORS 34% 9% 18% 15% 21% 23% 28% 59% 51% 23% 8% 11% Sometimes personally 24% Always through a third party 5% Always personally 71% 54% 53% 55% 59% 63% 61% 62% 64% 65% 63% 64% Ease of use of the systemSpeed of the systemReliability of the system Security and confidentiality of processes

74 GfK GroupAd Hoc Research OHIM USER SATISFACTION SURVEY 2007 February How often do you use the service/ database….? RESULTS: E-FILING CTM For Users regularly + sometimes: How would you evaluate E-Filing CTM with regard to …? 55% (minimum) Every user satisfied No users satisfied Do you deal with these services personally or through a third party? Use it regularly Use it sometimes Aware but do not use Not aware PROPRIETORS 29% 25% 36% 31% 25% 19% 21% 29% 21% 22% 24% 19% Always personally 79% Always through a third party 4% Sometimes personally 17% 65% 63% 68% 63% 62% 60% 59% 58% 68% 69% Ease of use of the systemSpeed of the systemReliability of the system Security and confidentiality of processes

75 GfK GroupAd Hoc Research OHIM USER SATISFACTION SURVEY 2007 February How often do you use the service/ database….? RESULTS: E-FILING RCD For Users regularly + sometimes: How would you evaluate E-Filing RCD with regard to …? 55% (minimum) Every user satisfied No users satisfied Do you deal with these services personally or through a third party? Use it regularly Use it sometimes Aware but do not use Not aware PROPRIETORS 8% 17% 31% 53% 43% 8% 9% Sometimes personally 23% Always through a third party 11% Always personally 66% 58% 57% 53% 67% 61% 56% 69% Ease of use of the systemSpeed of the systemReliability of the system Security and confidentiality of processes

76 GfK GroupAd Hoc Research OHIM USER SATISFACTION SURVEY 2007 February How often do you use the service/ database….? RESULTS: MY PAGE For Users regularly + sometimes: How would you evaluate My Page with regard to …? 55% (minimum) Every user satisfied No users satisfied Do you deal with these services personally or through a third party? Use it regularly Use it sometimes Aware but do not use Not aware PROPRIETORS 10% 9% 11% 24% 19% 26% 61% 64% 50% 7% 13% 5% 2005 Always personally 77% Always through a third party 3% Sometimes personally 20% 63% 68% 60% 74% 64% 63% 66% 76% 54% 55% 54% 61% Ease of use of the systemSpeed of the systemReliability of the systemSecurity and confidentiality of processes

77 GfK GroupAd Hoc Research OHIM USER SATISFACTION SURVEY 2007 February How often do you use the service/ database….? RESULTS E-OPPOSITION For Users regularly + sometimes: How would you evaluate E-Opposition with regard to …? 55% (minimum) Every user satisfied No users satisfied Do you deal with these services personally or through a third party? 2007 Use it regularly Use it sometimes Aware but do not use Not aware PROPRIETORS 9% 35% 52% 5% Always personally 62% Sometimes personally 30% Always through a third party 8% 67% 58% 57% 76% 2007 Ease of use of the systemSpeed of the systemReliability of the system Security and confidentiality of processes

78 GfK GroupAd Hoc Research OHIM USER SATISFACTION SURVEY 2007 February SUMMARY: E – BUSINESS % USE (REGULARLY + SOMETIMES AGENTS E-OPPOSITION 31% 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 (=)

79 GfK GroupAd Hoc Research OHIM USER SATISFACTION SURVEY 2007 February % 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% 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 (%) SUMMARY: E – BUSINESS

80 GfK GroupAd Hoc Research OHIM USER SATISFACTION SURVEY 2007 February In 2007, the OHIM launched a new release of CTM- ONLINE. How does the system performance compare with the 2006 version? In 2007, the OHIM made available a daily update of RCD-ONLINE. Is such an update useful to you compared to the previous weekly update? How does the RCD-ONLINE system performance compare with 2006? In March 2006, the OHIM launched a shadow user system to evaluate the stability, speed and incident rate of CTM and RCD filing. How important is it to you that the OHIM monitors standards in this way? 33% 0% 1% 2% 9% 11% 15% 13% 8% 7% 52% 1% 0% 1% 3% 6% 8% 11% 6% DONT KNO W 41% 0% 1% 2% 6% 10% 12% 58% 1% 0% 2% 1% 5% 6% 9% 4% 10% 50% 0% 1% 2% 6% 9% 11% 8% 7% 5% 68% 0% 1% 5% 8% 4% 5% 20% 1% 0% 2% 5% 8% 15% 13% 22% 25% 1% 0% 1% 3% 9% 12% 14% 10% 25% AGENTS PROPRIETORS (0) not satisfied very satisfied (10) (0) less useful much more useful (10 ) DONT KNO W (0) Not important Very important (10) DONT KNO W (0) less useful much more useful (10 ) PROPIETORS: 29% AGENTS: 43% SATISFIED (7-10) PROPIETORS: 27% AGENTS: 42% MORE USEFUL (7-10) PROPIETORS: 20% AGENTS: 31% MORE USEFUL (7-10) PROPIETORS: 61% AGENTS: 63% IMPORTANT (7-10) RESULTS RESULTS: e-business

81 GfK GroupAd Hoc Research OHIM USER SATISFACTION SURVEY 2007 February On average, it takes 18 minutes for a typical CTM e- filing with a PDF attachment and a single image. Are you satisfied with this? On average, it takes 15 minutes for a typical RCD e-filing with a PDF attachment and nine images. Are you satisfied with this? How does CTM e-filing compare with 2006? How does RCD e-filing compare with 2006? AGENTS PROPRIETORS In 2007, the OHIM made improvements to and/or launched new releases of CTM e-filing and RCD e-filing. 14% 6% 1% 3% 5% 6% 10% 11% 14% 12% 9% 10% 13% 3% 2% 1% 3% 4% 7% 10% 17% 15% 10% 15% 29% 5% 1% 2% 4% 5% 7% 8% 13% 9% 7% 30% 3% 1% 2% 4% 5% 10% 11% 10% 7% 14% 43% 0% 1% 0% 1% 2% 12% 10% 12% 8% 6% 5% 63% 0% 1% 5% 7% 9% 5% 4% 58% 0% 1% 0% 1% 3% 8% 9% 5% 4% 3% 71% 0% 1% 0% 5% 7% 4% 3% DONT KNO W (0) not satisfied very satisfied (10) DONT KNO W (0) not satisfied very satisfied (10) PROPIETORS: 43% AGENTS: 38% SATISFIED (7-10) PROPIETORS: 22% AGENTS: 32% SATISFIED (7-10) (0) a lot worse much better (10 ) DONT KNO W (0) a lot worse much better (10 ) PROPIETORS: 22% AGENTS: 31% BETTER (7-10) PROPIETORS: 17% AGENTS: 22% BETTER (7-10) RESULTS RESULTS: e-business

82 GfK GroupAd Hoc Research OHIM USER SATISFACTION SURVEY 2007 February The OHIM has launched an e-opposition application that allows the filing of oppositions electronically. How does CTM e-Opposition compare with CTM e-filing? AGENTS PROPRIETORS 65% 1% 0% 1% 2% 7% 6% 3% 2% 78% 0% 1% 0% 6% 4% 3% 1% (0) a lot worse much better (10 ) DONT KNOW PROPIETORS: 11% AGENTS: 17% BETTER (7-10) Have you noticed worse/better performance for searches/e- filing through MYPAGE? 2% 26% 23% 12% 7% 68% 60% DONT KNOW BETTER NO CHANGE WORSE AGENTSPROPRIETORS RESULTS RESULTS: e-business

83 GfK GroupAd Hoc Research OHIM USER SATISFACTION SURVEY 2007 February 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% 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) DONT KNOW (0) not useful very useful (10) RESULTS RESULTS: e-business

84 GfK GroupAd Hoc Research OHIM USER SATISFACTION SURVEY 2007 February How would you describe this objective? Have you ever used the service? POOR 2% ADEQUATE 89% ADEQUATE 89% TOO AMBITIOUS 9% TOO AMBITIOUS 8% AGENTSPROPRIETORS POOR 3% In November 2006, the OHIM launched an e-business hotline. The objective is for 90% of phone calls to be answered within 20 seconds. (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% 10% 13% 26% 9% 20% AGENTS PROPRIETORS DONT KNOW PROPIETORS: 68% AGENTS: 65% SATISFIED (7-10) RESULTS RESULTS: e-business

85 GfK GroupAd Hoc Research OHIM USER SATISFACTION SURVEY 2007 February Are you aware of these sessions? RESULTS RESULTS: 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 PARTICIPATED 6% 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% 3% 5% 15% 26% 28% 8% 9% 0% 18% 9% 27% 9% 27% DONT KNO W (0) not satisfied very satisfied (10) PROPIETORS: 73% AGENTS: 69% SATISFIED (7-10)

86 February 2008 GfK GroupAd Hoc Research OHIM USER SATISFACTION SURVEY 2007 RESULTS Other questions

87 GfK GroupAd Hoc Research OHIM USER SATISFACTION SURVEY 2007 February RESULTS: Simplicity of the fees system, Handling of fees and Handling of OHIM current accounts PROPRIETORS AGENTS Every user satisfied No users satisfied 55% (minimum) TOTAL PROPRIETORS (No: 518) TOTAL AGENTS (No: 709) % 69% 67% 65% 70% 67% 68% 51% 50% 55% 42% 49% 52% 48% 53% 56% Simplicity of the fees system Handling of fees in general Handling of OHIM current accounts Simplicity of the fees system Handling of fees in general Handling of OHIM current accounts

88 February 2008 GfK GroupAd Hoc Research OHIM USER SATISFACTION SURVEY 2007 CONCLUSIONS

89 GfK GroupAd Hoc Research OHIM USER SATISFACTION SURVEY 2007 February RESULTS RESULTS PERCEIVED EVOLUTION OF THE OHIM Generally speaking, do you feel that the OHIM has performed better than, the same as or worse than last year? % 43% 18% 4% 34% 24% 41% 1% % 35% 17% 7% 31% 16% 50% 3% The same Better Dont know Worse The same Better Dont know Worse The same Better Dont know Worse The same Better Dont know Worse AGENTS PROPRIETORS TOTAL AGENTS (No: 520) TOTAL PROPRIETORS (No: 436) TOTAL AGENTS (No: 709) TOTAL PROPRIETORS (No: 518)

90 GfK GroupAd Hoc Research OHIM USER SATISFACTION SURVEY 2007 February 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.

91 February 2008 GfK GroupAd Hoc Research OHIM USER SATISFACTION SURVEY 2007 ANNEX I RESULTS BY COUNTRY

92 GfK GroupAd Hoc Research OHIM USER SATISFACTION SURVEY 2007 February RESULTS BY COUNTRY Generally, and Taking into account all the aspects covered by the questionnaire, what is your overall level of satisfaction with the OHIM as a whole? 55% (minimum) Every user satisfied No users satisfied DEESFRGBIT nº = 186nº = 68nº = 67nº = 81nº = 80AGENTS nº = 118nº = 38nº = 86nº = 50nº = 49AGENTS On the whole, how would you evaluate THE OHIMS OVERALL IMAGE? 55% (minimum) Every user satisfied No users satisfied DEESFRGBIT

93 GfK GroupAd Hoc Research OHIM USER SATISFACTION SURVEY 2007 February Overall, how would you evaluate the OHIMS MEANS OF COMMUNICATION WITH AND PROVIDING INFORMATION for its users? 55% (minimum) Every user satisfied No users satisfied AGENTS PROPRIETORS DEESFRGBIT Taking into account all aspects, what is your overall level of satisfaction with the OHIM's performance in dealing with COMMUNITY TRADE MARKS? 55% (minimum) Every user satisfied No users satisfied AGENTS PROPRIETORS DEESFRGBIT RESULTS BY COUNTRY

94 GfK GroupAd Hoc Research OHIM USER SATISFACTION SURVEY 2007 February How would you evaluate the OHIMs …. in the issue of documents such as licences, transfers, copies and certificates? AGENTS PROPRIETORS 55% (minimum) No users satisfied Every user satisfied No users satisfied Every user satisfied Every user satisfied No users satisfied DEESFRGBIT DEESFRGBIT DEESFRGBIT swiftness accuracy quality 55% (minimum) 55% (minimum) RESULTS BY COUNTRY

95 February 2008 GfK GroupAd Hoc Research OHIM USER SATISFACTION SURVEY 2007 ANNEX II METHODOLOGY

96 GfK GroupAd Hoc Research OHIM USER SATISFACTION SURVEY 2007 February As explained in the Preliminary report for implementing the survey 2005, the methodology applied was directed at the construction of two different types of information: The User Satisfaction Index: USI METHODOLOGY BASIC INDICATORS between different types of user Over time Identification of STRENGTHS and WEAKNESSES Purpose: COMPARISON Purpose: DIAGNOSIS To establish priorities for the ACTION NEEDS in each of the various areas of service.

97 GfK GroupAd Hoc Research OHIM USER SATISFACTION SURVEY 2007 February The User Satisfaction Index (USI) is a synthetic indicator of satisfaction built from the evaluations obtained in the various areas of action making up the service offered by the OHIM to its users. The USI takes into account: the evaluation obtained for each attribute. the influence (importance) of each attribute in the satisfaction. the percentage of users affected by that attribute. using statistical correlation analysis since not all users access the same OHIM services (for example, Trade Mark Applications and Appeals) METHODOLOGY Basic indicators: USI The analysis was conducted in ladder form, constructing each higher step from the lower steps and following the scheme set out in the following diagram:

98 GfK GroupAd Hoc Research OHIM USER SATISFACTION SURVEY 2007 February METHODOLOGY CONSTRUCTION OF THE USERS SATISFACTION MODEL USI (Users Satisfaction Index) OHIM IMAGE INFO. & COMMUNIC. COMPLAINTS LEVEL 1 CORE BUSINESS LEVEL 2 APPEAL REGISTER CTMRCD OVERALL IMAGE FILED COMPLAINTS LEVEL 3 OPPOSI- TIONS INVALI- DITY STAFF INVALI- DITY STAFF APPLICA- TIONS

99 GfK GroupAd Hoc Research OHIM USER SATISFACTION SURVEY 2007 February The model is based on the construction of a strategic matrix where it is related the satisfaction with each aspect (TOP BOX) with the influence over the overall evaluation. Dont know TOP BOX % SATISFIED USERS WHY THE TOP BOX AND NOT THE AVERAGE? The average is seen as highly influenced by the high and low points, and experience shows that, consequently, it hides the reality. 20,0%30,0%40,0% 50,0%60,0%70,0%80,0%90,0% INFLUENCE SATISFACTION (TOP BOX) METHODOLOGY Identification of Strengths and Weaknesses (I) WHAT IS THE TOP BOX? It is the percentage of SATISFIED USERS, understood as those who give an evaluation (of the aspect in question) situated in any of the four top positions on the scale. Correlation with global satisfaction

100 GfK GroupAd Hoc Research OHIM USER SATISFACTION SURVEY 2007 February IMAGE 20,0%30,0%40,0% 50,0%60,0%70,0%80,0%90,0% To improve (priority) Quadrant A: Strategic disadvantages To maintain Quadrant B: Strategic advantages To watch Quadrant C: Advantages with lower strategic utility To consider (secondary) Quadrant D: Acceptable disadvantages INFLUENCE SATISFACTION METHODOLOGY Identification of Strengths and Weaknesses (II) HOW TO READ STRENGTHS AND WEAKNESSES GRAPHS Very important and poorly valued aspects Very important and highly valued aspects Less important and poorly valued aspects Less important and highly valued aspects

101 GfK GroupAd Hoc Research OHIM USER SATISFACTION SURVEY 2007 February DESIRABLE: 65% o más METHODOLOGY Identification of Strengths and Weaknesses (III) Another important aspect to be defined is the point at which the axis should be cut and, as a result, where the STRENGTHS and WEAKNESSES quadrants should be set. AXIS OF INFLUENCE (vertical): by definition, and given that this is a relative measurement which is only intended to be arranged hierarchically, this was cut at the mid-point. AXIS OF SATISFACTION (horizontal): the question to be answered is Above what percentage of users satisfied with one aspect can this be regarded as a STRENGTH? As there were no previous comparable experiences, in this study the acceptable minimum was applied as 55% of users, although we recommend trying to improve this figure in future exercises. 20%30%40% 50%60% INFLUENCE 0%10% 55% SATISFACTION EXCELENCE: 85% o más 70%80%90%100% MINIMUM: 55% users satisfied OHIM USER SATISFACTION STUDY

102 GfK GroupAd Hoc Research OHIM USER SATISFACTION SURVEY 2007 February METHODOLOGY Identification of Strengths and Weaknesses (IV) Finally, when interpreting the STRENGTHS and WEAKNESSES diagrams, the following must be taken into account: SIZE OF THE POINTS REPRESENTED: Point size reflects the VOLUME of users affected by each aspect INFLUENCE SATISFACTION % STRATEGIC DISADVANTAGES ACCEPTABLE DISADVANTAGES STRATEGIC ADVANTAGES WITH LOWER STRATEGIC UTILITY APPEAL RCD REGISTER CTM 20% 30%40%50%60% 80% 90% In those diagrams were all points are de same size, this will mean that the aspects measured affect the same number of users. THE NUMBER No: : represents the sample (No. of responses) from which information was obtained. TOTAL AGENTS (No: 714)

103 GfK GroupAd Hoc Research OHIM USER SATISFACTION SURVEY 2007 February Survey results show that both evaluation criteria and satisfaction levels with OHIM differ when evaluated by proprietors or by agents. Therefore, their opinions have been analysed separately: the summary analysis of TOTAL USERS would only lead to confusion as it does not represent any of them. The first conclusion of the 2005 analysis was that it makes no sense to talk about the TOTAL NUMBER OF USERS: For this reason, all the results of the report are presented separately for each group. METHODOLOGY ¿TOTAL USUERS?

104 February 2008 GfK GroupAd Hoc Research OHIM USER SATISFACTION SURVEY 2007 Responsable del Proyecto e Informe en GfK Emer Ad-Hoc Research: Ángeles Bacete;


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