- Survey - copy to SCH 19 June.doc

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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
Allīƒ  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
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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
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