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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 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

3 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

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

5 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

6 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 %

7 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)

8 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

9 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

10 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)

11 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

12 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

13 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 (*)

14 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…

15 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

16 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

17 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)

18 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 (=)

19 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

20 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

21 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

22 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)

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

24 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)

25 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.

26 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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