Concept House Cardiff Road Newport South Wales NP10 8QQ
E-mail: crm@ipo.gov.uk
2. Please tick the box that best describes you
I am an Attorney I am an In-house Legal Representive
I am an applicant with legal representation I am an applicant without legal representation
3. Please tick the number of times you have used our services in 2007
0 1 to 2 3 to 5 6 to 9 10 or more
⾗ᢱΤޓ⾗ᢱ㧟㧙㧞
4. We would like to know what you think of our performance. For each point we have listed below (for example
‘How quickly we respond’) put a tick in the relevant box. We have included the same points for each area of intellectual property. If you have only dealt with, for example, applying for a patent, just fi ll in the ‘Patents’
section and ignore the other sections.
Patents
How quickly we respond Knowledge of our staff How clear the advice was Friendliness of staff The cost of our services Quality of our services compared with other similar organisations
Trade Marks
How quickly we respond Knowledge of our staff How clear the advice was Friendliness of staff The cost of our services Quality of our services compared with other similar organisations
Designs
How quickly we respond Knowledge of our staff How clear the advice was Friendliness of staff The cost of our services Quality of our service compared with other similar organisations
Copyright
How quickly we respond Knowledge of our staff How clear the advice was Friendliness of staff Quality of our services compared with other similar organisations
Very Dissatisfi ed Dissatisfi ed Satisfi ed Very Satisfi ed N/A
6. We would like to know what you think of the quality of the information we provide. Please put a tick in the relevant box for each method of communication.
Website Booklets Forms
Letters / E-Mails
7. If you have had to complain to us how satisfi ed were you with the way we dealt with your complaint?
If you have given a dissatisfi ed rating within questions 4, 5 or 6 please tell us why:
...
...
...
...
8. Now we would like to know howImportantthe following points are to you. Please place a tick in the relevant box for each one.
How quickly we respond Knowledge of our staff How clear our advice was Friendliness of staff The cost of our services Quality of our services compared with other similar organisations Our Business Hours
Very Dissatisfi ed Dissatisfi ed Satisfi ed Very Satisfi ed N/A
Very Dissatisfi ed Dissatisfi ed Satisfi ed Very Satisfi ed N/A
Unimportant Fairly Important Important Very Important N/A
5. We would like to know what you think of the performance of our Central Enquiry Unit. This is the initial point of contact for our customers.
How quickly we respond Knowledge of our staff How clear the advice was Friendliness of staff Quality of our services compared with other similar organisations
Very Dissatisfi ed Dissatisfi ed Satisfi ed Very Satisfi ed N/A
10. Is there anything that you think we could improve?
...
...
...
...
12. How do you prefer to do business with us?
By post By telephone By E-mail Face-to-face
Other (please say what)...
...
...
...
Please tick this box if you would like us to telephone you to discuss any part of the customer service we provide.
Please tick this box if you would be happy for us to contact you in the future to ask your opinion on our customer service.
Thank you for taking the time to participate in our survey. The results will be published on The UK Intellectual Property Offi ce website in Spring 2008 (www.ipo.gov.uk)
Name of person we can contact: ...
Company or Attorney: ...
Telephone: ...
11. What new services could we offer?
...
...
...
...
9. Is there anything else about customer service that is important to you that we have not mentioned in question 8?
...
...
...
...
⾗ᢱΤ ⾗ᢱ㧟㧙㧟 Customer Service Question
Questionnaire completed at ………..………..….. (AIM event).
Size of their organisation
Q1 0 - 1 – 49 employees 50-249 employees 250 and above
Best description of the customer
Q2 Attorney In-house Legal Representative
Applicant without legal representation Applicant with legal representation
Q3 Area of The UK Intellectual Property Office you would mostly likely deal use
Patents Trade Marks Designs
Copyright Central Enquiry Unit
Q4 How many times have you have used our services in 2007
0 1 - 2 3 - 5 6 - 9 10+
Please move to Q7 if the services of the UK Intellectual Property Office have not been used before.
Q5 How Satisfied or Dissatisfiedyou are with the performance of The UK Intellectual Property Office.
Very dissatisfied Dissatisfied Satisfied Very satisfied N/A
Speed of response
Knowledge of staff
Clarity of the advice
given by staff
Friendliness
The cost of our services
How our information is communicated to you
Website
Booklets
Forms
Letters/e mail
Q6 If you have complained to us
how satisfied were you with the way in
which your complaint was dealt with? ……….
Q7 How Important or Unimportant would the following factors be to you.
Unimportant Fairly Important Important Very Important N/A Speed of response
Knowledge of staff
Clarity of the advice
given by staff
Friendliness
of staff
The cost of our services
How our information is communicated to you
Website
Booklets
Forms
Letters/e mail Q 8 Are there any improvements or new services that you think we could introduce
………..…..
………..…..
………....
Q 9 Would you be prepared to pay an additional £300 or so to have a fast track service to examination on a patent or trade mark application? Yes
No
Q10 How would you prefer to do business with us:-
Mail Telephone e mail Face-to-face
Other (please specify)………
Any adhoc comments made ………
………..
………..
Please ask if they would be willing to provide their business card and staple to this form.
If they have provided their details assure them that they will not be passed to any other parties or to any other part of the UKIPO unless they state they are happy for this.
Thank you for taking the time to participate in our survey. The results will be published on The UK Intellectual Property Office UKIPO website in spring 2008 (www.ipo.gov.uk).
⾗ᢱΤ ⾗ᢱ㧠㧙㧝
Concerning Measures for Understanding Evaluation of the “Quality of Patent Examination” by Customers
(Applicants / Patent Attorneys (Representatives))
QuestionnaireName of your organization German Patent- and Trade Mark Office (GPTO) Respondent’s
Information (person in charge)
Name XXXXXXXXX
Position Title XXXXXXXXX
Department 1 (Patents) Address D-80297 Munich
Zweibrueckenstr. 12, Germany e-mail
address
XXXXXXXXX
Telephone number
XXXXXXXXX
Facsimile number
XXXXXXXXX
*Definition of “examination”
In this questionnaire, “examination” refers to examination conducted from the filing of a patent application to a decision to registration (or to refusal). Specifically, it refers to
“determinations conducted by the examiners” (Note 1) in the “examination practice” (Note 2), and “examination procedures” (Note 3).
Note 1: Determinations made by the examiners, mainly on novelty, inventive step, description requirements, unity of invention, etc. (including determinations made on any one of these matters)
Note 2: Prior art document search (search report), sending of a notice of reasons for refusal (official communications by the examiners), a decision to refuse or register (grant),
dismissal of procedures taken by applicants (for example, refusal of amendments), and preparation of international search and examination reports in accordance with PCT
Articles 17 and 18, written opinions in accordance with PCT Article 34 and Rule 43bis, international preliminary examination reports in accordance with PCT Article 35, etc.
(including the cases of any one of these)
Note 3: Examination procedures, including the content of statements in notices issued by the examiners and the examiners’ response/attitude at the time of examination through interview or by telephone, FAX or mail.
<Concerning disclosure of your answers>
Your answers to the questions below will not be used for any purposes other than those for this survey research. Some of your answers may be placed in the JPO’s Report on the Survey of Issues with the Industrial Property Right System in 2007, which the IIP (Institute of Intellectual Property) will prepare and submit to the JPO. Said report is to be disclosed to the public via the JPO’s website, etc.
Therefore, please consider availability for disclosure and select one from A to D below. The parts that should not be disclosed will be used only within the IIP and the department at the JPO in charge of this survey research.
*Please check the appropriate box below (put an ‘X’ in the appropriate box).
A. Available for disclosure
B. Available for disclosure without disclosure of country name (name of the patent office) C. Not available for disclosure
D. Partially not available for disclosure (please designate specific parts)
Question 1. Concerning the status of implementation of measures for understanding user evaluation of the quality of patent examination (including customer satisfaction surveys on patent examination and user surveys)
Not available for disclosure
Please check the appropriate box below (put an ‘X’ in the appropriate box).
(A1) Measures are now being implemented.
(A2) Measures are not being implemented now, but are planned to be implemented in the near future.
ĺ (planned to be implemented from )
Ɣ Please write a specific year and month in which measures will start if you check this box.
(A3) Measures were implemented in the past, but are not being implemented now.
ĺ (implemented from to )
Ɣ Please write a specific period in which measures were implemented if you check this box.
(B) Measures are neither being implemented now nor are planned to be implemented in the near future.
ĺ If you put a checkmark in the box (A1), please answer Question 2 below. (no need to answer Question 3)
ĺ If you put a checkmark in the box (A2), please answer Question 2 below in regard to your planning measures to the extent possible.
ĺ If you put a checkmark in the box (A3) or (B), please answer Question 3 below (no need to answer Question 2).
Question 2. Concerning the details of measures for understanding user evaluation of the “quality of patent examination”
i) Outline of the method of understanding user evaluation of the “quality of patent examination”
Not available for disclosure
Please write your answer referring to the following viewpoints to the extent possible.
You do not need to answer respective viewpoints if you provide us with materials that show an outline.
<Viewpoints>
(1) In what form is the evaluation understood (e.g. by interview, telephone hearing, questionnaire, and acceptance of complaints)?
(2) Is the evaluation conducted on a particular application? Or, is it conducted covering examination on the whole?
(3) Does the method of understanding the evaluation cover all technical fields? Or, does it cover examination in a particular technical field?
(4) Persons who evaluate the quality of examination and method of electing those persons and applications. (e.g. applicants and patent attorneys(representatives), only patent attorneys(representatives), randomly selected persons, or top 1,000 most frequent applicants, etc.), and the proportion of persons who evaluate to the total number of applications, etc.
(5) Frequency of the evaluation (e.g. about once a year)
(6) Which does the method of understanding the evaluation cover, domestic applications or PCT applications, or both of these applications?
Answer Column
I hope the materials attached as well as the links will give you the desiered outline.
Please see the results of our Customer Care Survey published under:
http://www.dpma.de/infos/aktuelles/umfrage/auswertung.html (in German language only). It is also published in: "Blatt fuer Patent- Muster- und Zeichenwesen 12/2005, pp. 407-445 (ISBN 3-452-25935-8).
ii) Please answer the following questions if you investigate the evaluation by applicants, etc. through posing questions (including sending questionnaires and
posing questions to applicants, etc. on the telephone .
You do not need to fill in the answer column if you present the questionnaire (content of questions) used by your office.
Not available for disclosure
(1) Do you pose different questions depending on the respondent, for example the industry, technical field, a national/ domestic company, a foreigner/foreign company, an applicant or an attorney(a representative), the company size or an individual, etc. ? Or, do you pose different questions depending on whether the relevant examiner’s communication is a refusal or a registration? If questioned, on a particular file, how are the questions different? Specifically, in what case and how are the questions changed?
Answer column
The questionnaire of our Customer Care Survey is also published under:
http://www.dpma.de/infos/aktuelles/umfrage/auswertung.html (in German language only).
(2) Please explain what are asked by questions (for example, degree of satisfaction, easiness of understanding statements of examiner’s action, and timeliness of examination). (Presentation of specific questions would be very helpful.)
Answer column See above
iii) Please explain the background of introduction of the current method of quality management and problems with the current method, if any.
Not available for disclosure
Please write your answer while including the following viewpoints to the extent possible.
<Viewpoints>
*Background
(1) What is the background of introduction of the current method?
(2) How long has the current method been implemented?
(3) If any other methods were adopted in the past, please explain to us differences between them and the current method and the reasons for shifting to the current method.
(4) Has the method of examination quality management (or the entire quality management system including the method) been certified by ISO9000 or 9001, or other standards? (Please describe the implementation of internal and external audit, irrespective of obtainment of such certifications.)
*Results and Problems
(5) What were the results of introduction of the current method of quality management?
(Example: The number or percentage, etc. of claims from users is decreased.) (6) Do you think that the current method has problems? What are some specific
problems? (Example: the response rate is low so improvements, such as reducing the number of questions, are necessary.)
(7) Are there any plans for changing the current method? If any, when and why will the method be changed? How about will the method be after the changes?
Answer column
XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX
iv) Concerning analysis and handling of evaluations
Not available for disclosure
Please write your answer referring to the following viewpoints to the extent possible.
You do not need to fill in the answer column if you present the results of analysis by your office.
<Viewpoints>
(1) Who (what organization) analyzes evaluation results? (It is effective if the flow from user evaluation to analysis, feedback, etc. is explained.)
(2) Are results of analysis made available to the public? (Please tell us the name of the document (annual report, etc.), or URL (http://XXXXX), etc. in the case of a website.)
(3) Please explain how evaluation results are utilized for quality management (for example, results are fed directly back to the examiner in charge or his/her superior, or are compiled and utilized for improving the system and educating the examiners).
(4) To what points is attention paid in analyzing customer evaluation?
Answer column
XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX
Please answer Question 3 below if you put a checkmark in the box (A3) or (B) on page 2.
Question 3. Could you tell us reasons why your office presently or in future does not take any measures for understanding user evaluation of the “quality of patent examination,” if any? In addition, if the user evaluation was conducted in the past but was ceased or discontinued, please tell us the reasons thereof.
Not available for disclosure
Answer column
Not available for disclosure
Free Field (Please write freely anything about this questionnaire.)
Kundenumfrage Patente
(Fragebogen für Anmelder)
1. Wie melden Sie überwiegend Patente an?
□ ohne Patentanwalt/Vertreter
□ mit Patentanwalt/Vertreter
□ mit eigener Patentabteilung
2. Wie viele Patente haben Sie in den beiden Jahren 2002/2003 zusammen beim DPMA angemeldet?
□ bis 5 □ 6 bis 10
□ 11 bis 20 □ 21 bis 50
□ mehr als 50
Bitte bewerten Sie bei den folgenden Fragen Ihre Zufriedenheit mit den von uns erbrachten Dienstleistungen. Geben Sie bitte ferner an, welche Wichtigkeit die nachfolgenden Kriterien für Sie als Kunde haben.
3.0 Die Prüfungsbescheide (formale und/oder sachliche Beanstandungen) der Prüfungsstelle zu Patentanmeldungen sind:
Zufriedenheit Wichtigkeit keine
immer nie hoch gering Meinung
zeitgerecht □ □ □ □ □ □ □ □ □ □ □
sachgerecht □ □ □ □ □ □ □ □ □ □ □
nachvollziehbar □ □ □ □ □ □ □ □ □ □ □
vollständig □ □ □ □ □ □ □ □ □ □ □
3.1 Wie beurteilen Sie das Rechercheergebnis?
Zufriedenheit Wichtigkeit keine
immer nie hoch gering Meinung
vollständig □ □ □ □ □ □ □ □ □ □ □ inhaltlich zutreffend □ □ □ □ □ □ □ □ □ □ □ zeitgerecht □ □ □ □ □ □ □ □ □ □ □ 3.2 Wird Ihnen der Erstbescheid/das Rechercheergebnis rechtzeitig vor Ablauf der
Prioritätsfrist übermittelt?
Zufriedenheit Wichtigkeit keine
immer nie hoch gering Meinung
□ □ □ □ □ □ □ □ □ □ □
3.3 Anmerkungen/Vorschläge/ggf. Gründe für Unzufriedenheit zu Fragenkomplex 3:
4. Die Beschlüsse des DPMA zu Patentanmeldungen sind:
Zufriedenheit Wichtigkeit keine
immer nie hoch gering Meinung
zeitgerecht □ □ □ □ □ □ □ □ □ □ □
begründet □ □ □ □ □ □ □ □ □ □ □
nachvollziehbar □ □ □ □ □ □ □ □ □ □ □ sonstige Anmerkungen/Vorschläge/ ggf. Gründe für Unzufriedenheit
⾗ᢱΤޓ⾗ᢱ㧠㧙㧞
2
5. In Folgebescheiden und Beschlüssen des DPMA zu Patentanmeldungen wird hinreichend auf Ihre Argumente als Anmelder eingegangen:
Zufriedenheit Wichtigkeit keine immer nie hoch gering Meinung
□ □ □ □ □ □ □ □ □ □ □
sonstige Anmerkungen/Vorschläge/ ggf. Gründe für Unzufriedenheit
6. Haben Sie Erfahrungen mit Anhörungen?
□ nein □ ja
Wenn ja: Ich habe folgende Erfahrungen gemacht:
Zufriedenheit Wichtigkeit keine immer nie hoch gering Meinung
Terminvereinbarung problemlos □ □ □ □ □ □ □ □ □ □ □
verfahrensbeschleunigend □ □ □ □ □ □ □ □ □ □ □
faire Behandlung □ □ □ □ □ □ □ □ □ □ □
Eingehen auf Argumente □ □ □ □ □ □ □ □ □ □ □
sonstige Anmerkungen/Vorschläge/ ggf. Gründe für Unzufriedenheit
7.0 Die telefonischen Auskünfte/Hinweise des Prüfers/Bearbeiters sind:
Zufriedenheit Wichtigkeit keine
immer nie hoch gering Meinung
sachdienlich □ □ □ □ □ □ □ □ □ □ □
verfahrensbeschleunigend □ □ □ □ □ □ □ □ □ □ □ verständlich □ □ □ □ □ □ □ □ □ □ □ 7.1 Die Prüfer/Bearbeiter des DPMA sind:
Zufriedenheit Wichtigkeit keine
immer nie hoch gering Meinung
gut erreichbar □ □ □ □ □ □ □ □ □ □ □ zuständig □ □ □ □ □ □ □ □ □ □ □ sachkompetent □ □ □ □ □ □ □ □ □ □ □ hilfsbereit □ □ □ □ □ □ □ □ □ □ □
höflich □ □ □ □ □ □ □ □ □ □ □
7.2 Anmerkungen/Vorschläge/ggf. Gründe für Unzufriedenheit zu Fragenkomplex 7:
8.0 Das Akteneinsichtsverfahren bei Patenten ist:
Zufriedenheit Wichtigkeit keine
immer nie hoch gering Meinung
effizient □ □ □ □ □ □ □ □ □ □ □ termingerecht □ □ □ □ □ □ □ □ □ □ □ 8.1 Wäre eine Übermittlung der Aktenteile per E-Mail (gegen Gebühr) für Sie hilfreich?
□ nein □ ja □ keine Meinung
8.2 Anmerkungen/Vorschläge/ggf. Gründe für Unzufriedenheit zu Fragenkomplex 8:
9.0 Ist Ihnen die Möglichkeit einer elektronischen Online-Anmeldung von Patenten mit PaTrAS (Patent and Trademark Application System) beim DPMA bekannt?
□ nein □ ja
3
Wenn ja, welche Gründe halten Sie von der Nutzung von PaTrAS ab?
□ Es kommt prinzipiell nicht in Frage
□ Ich verfüge nicht über genug Informationen
□ Das Verfahren ist noch zu neu oder unsicher
□ Das Verfahren ist zu aufwändig
□ Das Verfahren ist nicht mit dem EPA kompatibel Sonstige Anmerkungen/Vorschläge/ ggf. Gründe für Unzufriedenheit
10. Wäre es für Sie vorteilhaft, wenn Sie Ihre Anmeldeunterlagen in englischer Sprache beim DPMA einreichen können (ohne Nachreichen der deutschen Übersetzung)?
□ ja □ nein □ keine Meinung
sonstige Anmerkungen/Vorschläge
11.0 Wie beurteilen Sie das Gebührenverfahren bei Patenten?
Zufriedenheit Wichtigkeit keine
immer nie hoch gering Meinung
unkompliziert □ □ □ □ □ □ □ □ □ □ □
nachvollziehbar □ □ □ □ □ □ □ □ □ □ □
11.1 Wie beurteilen Sie die Höhe der Gebühren im Patentverfahren?
niedrig angemessen hoch keine Meinung
Verfahrensgebühren □ □ □ □
Jahresgebühren □ □ □ □
11.2 Anmerkungen/Vorschläge/ggf. Gründe für Unzufriedenheit zu Fragenkomplex 11:
12. Gibt es Anmeldungsgegenstände/Schutzrechte, bei denen aus Ihrer Sicht im Verfahren besondere Probleme auftreten?
□ keine □ PCT-Verfahren
□ Gensequenzen □ Ergänzende Schutzzertifikate
□ Softwarebezogene Erfindungen □ Geschäftsmethoden
□ sonstige: ...
13. Wo kommt es aus Ihrer Sicht im Verlauf des Patentverfahrens am häufigsten zu Problemen/Schwierigkeiten?
□ entfällt
□ Formalprüfung □ Rechercheverfahren
□ Materielle Prüfung □ Einspruchsverfahren
□ Sonstige:...
14.0 Warum melden Sie national beim DPMA an?
Wichtigkeit keine
hoch gering Meinung
Unternehmensstandort □ □ □ □ □ □
Markt/Geschäftsfeld □ □ □ □ □ □
Sprache □ □ □ □ □ □
Bearbeitungsgeschwindigkeit □ □ □ □ □ □
Kosten □ □ □ □ □ □
Rechtssicherheit □ □ □ □ □ □
Recherchequalität □ □ □ □ □ □
sonstige Gründe: ...
4
14.1 Dient Ihre nationale Patentanmeldung als Priorität für Auslandsanmeldungen?
□ nein
□ ja, häufig □ ja, seltener
□ für Länder innerhalb der EU □ für Länder außerhalb der EU
□ für Anmeldungen gemäß EPÜ (EPA) □ für internationale Anmeldungen bei der WIPO 14.2 Tätigen Sie auch Euro-PCT-Anmeldungen oder Erstanmeldungen beim EPA?
□ nein □ ja
wenn ja, welchen Vorteil hat dieses Vorgehen für Sie?
□ Rationalisierung □ Kosten
□ Qualität der Prüfung □ Zeitgewinn
□ Qualität der Recherche □ sonstige Vorteile
14.3 Anmerkungen/Vorschläge/ ggf. Gründe für Unzufriedenheit zu Fragenkomplex 14:
15.0 Kennen Sie die Internet-Informationen des DPMA (http://www.dpma.de) für Patentanmelder und nutzen Sie diese?
□ sind mir nicht bekannt □ sind mir bekannt
häufig nie
werden genutzt □ □ □ □ □
15.1 Die Merkblätter des DPMA für Patentanmelder sind:
Zufriedenheit Wichtigkeit keine
immer nie hoch gering Meinung
hilfreich □ □ □ □ □ □ □ □ □ □ □ verständlich □ □ □ □ □ □ □ □ □ □ □ übersichtlich □ □ □ □ □ □ □ □ □ □ □ 15.2 Anmerkungen/Vorschläge/ ggf. Gründe für Unzufriedenheit zu Fragenkomplex 15:
16. Auf welchem technischen Gebiet melden Sie hauptsächlich an?
□ Täglicher Lebensbedarf □ Maschinenbau, Beleuchtung, Heizung, Waffen
□ Arbeitsverfahren, Transportieren □ Physik
□ Chemie, Hüttenwesen □ Elektrotechnik
□ Biotechnologie, Gentechnik □ Informationstechnik, Telekommunikation
□ Textilien, Papier □ Softwarebezogene Erfindungen
□ Bauwesen, Erdbohren, Bergbau 17. Welcher Kundengruppe gehören Sie an?
□ Einzelanmelder □ Hochschule/Forschungseinrichtung
□ Unternehmen
□ 1 bis 9 Mitarbeiter □ 10 bis 49 Mitarbeiter
□ 50 bis 249 Mitarbeiter □ mehr als 250 Mitarbeiter
In welche Gruppe ordnen Sie Ihr Unternehmen ein?
(entspr. KMU-Richtlinie der EU ab 01.01.2005)
□ Kleinstunternehmen □ kleines Unternehmen
□ mittleres Unternehmen □ Großunternehmen
18. Wir wollen uns verbessern; für evtl. Rückfragen könnte Ihre Adresse hilfreich sein.
(Diese Angaben sind freiwillig, werden vertraulich behandelt und nur für diesen Zweck verwendet!)
Name: __________________________________________________
Adresse: _______________________________________________
Telefon: _______________________________________________
⸶
࠼ࠗ࠷․⸵ᮡᐡ DPMA