CUSTOMER SERVICE CHARTER – ONLINE RESEARCH PROJECT IP Australia - Customer Service Charter Online Research Project Page 1 of 11 QUESTIONNAIRE Thank you for agreeing to participate in the survey. PART A: DEMOGRAPHIC PROFILE To help with our analysis, the first section asks about you and/or your organisation. Please just click on the most appropriate answer(s) Q1 Which of the following best describes your professional role? 1. An attorney, lawyer or other agent acting on behalf of patent /trade mark or design applicants 2. An IP representative for a tertiary institution 3. An IP representative for a government organisation 4. An individual interested in applying for a trade mark, design or patent 5. A representative of a small business (of up to 50 employees) which has an interest in trade marks, designs or patents 6. A representative of a medium business (51-250) employees ) which has an interest in trade marks, designs or patents 7. A representative of a large business (251+ employees) ) which has an interest in trade marks, designs or patents 8. Other (specify) IF CODE (1) AT Q1, CODE AS ‘PROFESSIONAL’, SKIP TO Q6, OTHERWISE CONTINUE Q2 How many trade mark / patent / design applications would you file through an attorney, lawyer or other agent? 1. 2. 3. 4. None – I file all applications myself Some Most Allī COMPUTER TO FLAG RESPONSE AS A POSSIBLE EXCLUSION FROM ANALYSIS (Customer may have no direct knowledge of IP Australia) IP Australia - Customer Service Charter Online Research Project Page 2 of 11 ASK ONLY FOR NON-PROFESSIONALS (CODE 2-8 AT Q1): Q3 Approximately how many patents/trade marks/designs would you/your organisation currently have in force with IP Australia? 1 2 3 4 5 6 None 1-4 5-9 10-19 20-99 100 or more Q4 How many applications (in total) have you or your organisation submitted for patents/trade mark/designs to IP Australia in the past 2 years? 1 2 3 4 5 6 None 1-4 5-9 10-19 20-99 100 or more Q5 Please indicate how many years that you personally have been in touch with IP Australia on matters related to trade marks and/or patents? 1 2 3 4 5 Less than one 1-4 5-9 10-19 20 or more IP Australia - Customer Service Charter Online Research Project Page 3 of 11 ASK ALL: Q6 Please could you indicate where you are based? 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. NSW – Sydney NSW – other VIC – Melbourne VIC – other QLD – Brisbane QLD – other SA – Adelaide SA - other WA – Perth WA - other TAS NT ACT IP Australia - Customer Service Charter Online Research Project Page 4 of 11 Q7 IP Australia has a Customer Service Charter which sets out the service standards they undertake to deliver with all of their customers. Throughout this survey we will refer to the IP Australia Customer Service Charter as ‘The Charter” Which of the following best describes your familiarity with The Charter: 1. 2. 3. 4. 5. Before doing this survey I had no previous knowledge of The Charter I am aware of The Charter but have no detailed knowledge of its contents I have seen The Charter and have some knowledge of its contents I am quite familiar with The Charter and have a reasonable knowledge of its contents I am very familiar with The Charter and have a detailed knowledge of its contents. If (3,4 or 5) AT Q7, ASK Q8. ELSE GO TO Q9 Q8 From your recall The Charter would you tend to agree or tend to disagree with the following statements: [randomise list] 1. The Charter is too long to be of any practical assistance to me 2. The Charter contains standards which are relevant and appropriate 3. The Charter contains too much jargon for me to have a clear understanding of what it’s about 4. The Charter gives me a clear understanding of what levels of service IP Australia will give me [Scale to use] Tend to agree Tend to disagree IP Australia - Customer Service Charter Online Research Project No opinion either way Page 5 of 11 PART B: RECENT CONTACT WITH IP AUSTRALIA Q9 In the past 12 months, approximately how many times have you made contact with IP Australia in the following ways? Never IP AUSTRALIA CONTACT POINT TYPE OF CONTACT MADE Canberra Office TELEPHONE EMAIL FAX One of the State Offices TELEPHONE PERSONAL VISIT FAX An examiner TELEPHONE EMAIL Amount of contact Once 2-5 6-10 times times More than 10 times MAIL FAX The Web site Other TELEPHONE EMAIL MAIL FAX IP Australia - Customer Service Charter Online Research Project Page 6 of 11 Q10 I would like you to think about the service you have received from IP Australia in the last 12 months. During that time you may have contacted them in a variety of ways (eg telephone, personal visit, email etc). How would you rate the consistency of information you have received? Extremely inconsistent 1 2 3 4 5 6 Extremely consistent 7 Not relevant IF CODE 1 OR 2 AT Q10 ASK Q11, ELSE GO TO Q12 Q11 If you have any comments about the consistency of IP Australia, please type them in here. [Comments box] [NB: Q10 and Q11 to appear on same screen] ASK ALL: Q12 Which of the following areas of IP was the MAIN reason for your most recent contact with IP Australia? 1. 2. 3. 4. Patent Trade mark Design Other (Specify) IP Australia - Customer Service Charter Online Research Project Page 7 of 11 PART C: IMPORTANCE AND SATISFACTION WITH ELEMENTS OF SERVICE Q13 Among the following list of service elements, which are most important to you in your dealings with IP Australia? You may select up to 4 elements. [Randomise list. Allow a minimum of 1 and a maximum of 4 responses] 1. Professional and courteous staff 2. Consistency in service level across the organisation 3. Consistency in information provided across the organisation 4. Access to IP Australia's services and information 5. Clarity of information/resources 6. Accurate information from staff 7. Prompt responses 8. Consistent decision making 9. Granting of robust intellectual property rights IP Australia - Customer Service Charter Online Research Project Page 8 of 11 Q14 Thinking of your most recent experience with IP Australia, how happy were you with the IP Australia Officer you dealt with? How happy were you that the IP Australia Officer.... [randomise list] 1. acknowledged your enquiry as being important 2. understood the business context of your enquiry 3. took the time to understand your enquiry 4. demonstrated sufficient knowledge of IP Australia’s products and services 5. was efficient in responding to your enquiry 6. was able to complete your enquiry to your expectations 7. took responsibility for your overall satisfaction Extremely unhappy 1 Q15 Happy 2 3 4 5 6 Absolutely delighted 7 Not relevant If you have any comments about your most recent experience with an IP Australia officer please type them in here, otherwise click “Next” to continue. [comments box] [NB If possible, Q14 and Q15 to appear on same screen. Will depend on physical amount of space available to display all attributes and rating scales] IP Australia - Customer Service Charter Online Research Project Page 9 of 11 Q16 I would like you to think about your general relationship with IP Australia. To what extent would you agree with the following statements: (randomise list. NB for analysis, attribute list contains mixture of positive and negative attributes) 1. 2. 3. 4. 5. 6. 7. IP Australia takes an appropriate length of time to respond to my enquiries and requests. The language used in IP Australia’s printed publications usually makes them difficult to understand IP Australia's opening hours are sufficient for my needs It is difficult to speak to the person at IP Australia who is most appropriate to deal with my needs IP Australia is a customer-focussed organisation IP Australia provides an acceptable level of service to its customers The Rights granted by IP Australia provide certainty for my business needs. Extremely unhappy 1 Q17 Happy 2 3 4 5 6 Absolutely delighted 7 Not relevant If you have any comments about your experiences with any of these factors, please type them in here, otherwise click “Next” to continue. [comments box] IP Australia - Customer Service Charter Online Research Project Page 10 of 11 Q18 Finally, thinking of your overall relationship with IP Australia and the services it provides, would you say you are… Extremely unhappy 1 Q19 Happy 2 3 4 5 6 Absolutely delighted 7 Not relevant If you have any comments about your overall relationship with IP Australia, please type them in here, otherwise click “Next” to finish the survey. [comments box] On behalf of IP Australia, thank you very much for your feedback. I would remind you that your responses will be treated in the utmost confidence. You should be aware that your name and contact details will be removed from your responses to this survey. When this has been done we will no longer be able to identify you with the responses you provided. However, for the period that your name and contact details remain with your survey responses, which will be approximately one (1) week , you will be able to contact us to request that we delete all of your information. Should you wish, please contact me on 02 9363-1781 David Holderness Jones Donald Strategy Partners IP Australia - Customer Service Charter Online Research Project Page 11 of 11