QUESTIONNAIRE
CUSTOMER SERVICE CHARTER – ONLINE
RESEARCH PROJECT
Questionnaire and email scripts supporting
the project
Prepared:
17-Jun-02
Contact:
David Holderness, Janet Donald
Phone:
02 9363 1781
Reference
G:\Clients\IP Australia\Projects\391 - Project CRETE Customer Service
Charter\Quantitative\Questionnaire draft 17-Jun-02.doc
CONTENTS
Email script: Introduction to survey ................................................... 3
Email script: Invitation to survey .............................................................. 4
Questionnaire ............................................................................................ 6
PART A: Demographic Profile
PART B: Recent Contact with IP Australia
PART C: Importance and Satisfaction with elements of service
6
11
13
Email script: Thanking for participation in survey.................................. 18
EMAIL SCRIPT: INTRODUCTION TO SURVEY
(NB This script to be sent on DAY ONE will not be used for pilot interviews, since IP Australia will
have contacted respondents by telephone and introduced the survey prior to web survey link being
emailed to them. Instead, pilot interview respondents will only be sent the Invitation to Survey script
which follows this introduction)
Dear «Person»,
IP Australia has commissioned a study to be conducted by Jones Donald Strategy Partners.
As you’ll be aware, IP Australia is the federal government agency that grants rights in patents,
trade marks and designs. IP Australia incorporates the Patent, Designs and Trade Marks
Offices. It is a division of the Department of Industry, Tourism and Resources (ITR) but
operates independently and reports directly to the Minister.
The results of the IP Australia study will be used in the development of their Customer
Service Charter.
In developing their Customer Service Charter, IP Australia is interested to find out about the
experiences you might have had with IP Australia representatives.
Your responses will be treated as strictly confidential, and the data will be analysed in
aggregated form only
The survey will be conducted via the internet. Early next week we will be sending you an
email which will include a URL offering to link you to the survey. If you want to participate
all you will need to do is to click onto the URL to start.
The survey will take around 10-15 minutes to complete. You will be able to complete it at any
time convenient to you. Please be assured that your answers will be treated with utmost
confidence. If you do not wish to participate further, please reply to this e-mail with "not
participating" as the subject.
We very much look forward to your contribution to this study.
If you have any queries, please call me on 02 9363-1781
Regards
David Holderness
Jones Donald Strategy Partners
IP Australia – Customer Service Charter Online Research Project
Page 3 of 18
EMAIL SCRIPT: INVITATION TO SURVEY
This invitation script to be sent on day 3 of survey period (i.e. following the Introduction to the survey)
Dear <<Person>>,
You may recall we recently contacted you regarding a study commissioned by IP
Australia which is being conducted by Jones Donald Strategy Partners. The results of
the IP Australia study will be used in the development of their Customer Service
Charter.
We would be most grateful if you would take the time to participate in the study.
The survey will take around 10-15 minutes to complete. You will be able to complete
it at any time convenient to you. Please be assured that your answers will be treated
with utmost confidence. If you do not wish to participate further, please reply to this
e-mail with "not participating" as the subject.
Below is the URL to the web survey. Please make sure you have web
access and simply click on the URL to access the questionnaire.
Please note, the link should not wrap over more than one line or it might not work
properly. If the link is not active, please copy it to the address box of your web
browser.
URL: <INSERT>
Thank you once again for your valued contribution to this study.
Regards
David Holderness
Jones Donald Strategy Partners
IP Australia – Customer Service Charter Online Research Project
Page 4 of 18
EMAIL SCRIPT: REMINDER OF SURVEY
This reminder script to be sent to non-responders on days 8 and 12 of survey period if required.
Please consult with JDSP before doing so.
Dear «Person»,
You may recall we recently contacted you regarding a study commissioned by IP Australia which is
being conducted by Jones Donald Strategy Partners.
If you do not wish to participate further, please reply to this e-mail with "not participating" as the
subject.
As you’ll be aware, IP Australia is the federal government agency that grants rights in patents, trade
marks and designs. IP Australia incorporates the Patent, Designs and Trade Marks Offices. It is a
division of the Department of Industry, Tourism and Resources (ITR) but operates independently and
reports directly to the Minister.
The results of the IP Australia study will be used in the development of their Customer Service Charter.
In developing their Customer Service Charter, IP Australia is interested to find out about the
experiences you might have had with IP Australia representatives.
Your responses will be treated as strictly confidential, and the data will be analysed in aggregated form
only
The survey will take around 10-15 minutes to complete. You will be able to complete it at any time
convenient to you. Please be assured that your answers will be treated with utmost confidence.
Below is the URL to the web survey. Please make sure you have web access and simply click on the
URL to access the questionnaire.
Please note, the link should not wrap over more than one line or it might not work properly. If the link
is not active, please copy it to the address box of your web browser.
URL: <INSERT>
We very much look forward to your contribution to this study.
If you have any queries, please call me on 02 9363-1781
Regards
David Holderness
Jones Donald Strategy Partners
IP Australia – Customer Service Charter Online Research Project
Page 5 of 18
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) with an interest
in trade marks, designs or patents
6. A representative of a medium business (51-250) employees with an interest
in trade marks, designs or patents
7. A representative of a large business (251+ employees) with 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
All COMPUTER TO FLAG INTERVIEW AS A POSSIBLE
EXCLUSION FROM ANALYSIS
IP Australia – Customer Service Charter Online Research Project
Page 6 of 18
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
7
None
1-4
5-9
10-19
20-99
100 or more
Unsure
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
7
None
1-4
5-9
10-19
20-99
100 or more
Unsure
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
6
Less than one
1-4
5-9
10-19
20 or more
Unsure
IP Australia – Customer Service Charter Online Research Project
Page 7 of 18
ASK ALL:
Q6
Please could you indicate where you are based?
1.
2.
3.
4.
5.
6.
7.
NSW – Sydney
NSW – other
VIC – Melbourne
VIC – other
QLD – Brisbane
QLD – other
SA – Adelaide
8.
9.
10.
11.
12.
13.
SA - other
WA – Perth
WA - other
TAS
NT
ACT
IP Australia – Customer Service Charter Online Research Project
Page 8 of 18
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.
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
5.
contents
I am very familiar with The Charter and have a detailed knowledge of its
contents.
IP Australia – Customer Service Charter Online Research Project
Page 9 of 18
If (3,4 or 5) AT Q7, ASK Q8. ELSE GO TO Q9
Q8
From your recall of 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]
Disagree
No
Agree
strongly
opinion
either
strongly
way
1
2
3
4
5
6
7
Not
relevant
IP Australia – Customer Service Charter Online Research Project
Page 10 of 18
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?
Amount of contact
Never
IP AUSTRALIA
Once
2-5
6-10
More
times
times
than 10
times
TYPE OF
CONTACT POINT
CONTACT MADE
Canberra Office
TELEPHONE
O
O
O
O
O
EMAIL
O
O
O
O
O
FAX
O
O
O
O
O
One of the State
TELEPHONE
O
O
O
O
O
Offices
PERSONAL VISIT
O
O
O
O
O
FAX
O
O
O
O
O
TELEPHONE
O
O
O
O
O
EMAIL
O
O
O
O
O
MAIL
O
O
O
O
O
FAX
O
O
O
O
O
O
O
O
O
O
TELEPHONE
O
O
O
O
O
EMAIL
O
O
O
O
O
MAIL
O
O
O
O
O
FAX
O
O
O
O
O
An examiner
The Web site
Other
IP Australia – Customer Service Charter Online Research Project
Page 11 of 18
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
Extremely
inconsistent
1
consistent
2
3
4
5
6
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 12 of 18
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.
5.
6.
7.
8.
9.
Access to IP Australia's services and information
Clarity of information/resources
Accurate information from staff
Prompt responses
Consistent decision making
Granting of robust intellectual property rights
IP Australia – Customer Service Charter Online Research Project
Page 13 of 18
Q14
Thinking of your most recent experience with IP Australia, how satisfied were
you with the IP Australia Officer you dealt with?
How satisfied 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.
7.
was able to complete your enquiry to your expectations
took responsibility for your overall satisfaction
Extremely
Satisfied
Absolutely
dissatisfied
1
Q15
delighted
2
3
4
5
6
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 14 of 18
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.
Disagree
No
Agree
strongly
opinion
either
strongly
way
1
2
3
4
5
6
7
Not
relevant
Q17
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 15 of 18
Q18
Finally, thinking of your overall relationship with IP Australia and the services
it provides, would you say you are…
Extremely
Satisfied
Absolutely
dissatisfied
with the
with the
relation-
delighted
with the
relationship
ship
relationship
1
2
3
4
5
6
7
Not
relevant
Q19
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]
ASK Q20 ONLY FOR FIRST 10 PILOT INTERVIEWS
Q20 And just finally, we are interested to have your feedback about this
questionnaire so that we can make improvements if necessary. Please could
you answer the following:
Tend to Tend to
Agree Disagree
a. I had no trouble understanding the
meaning of the survey questions
O
O
b. The questions asked in this survey were
relevant to me
O
O
c. The survey took an acceptable length of
time to complete
O
O
IP Australia – Customer Service Charter Online Research Project
Comments
Page 16 of 18
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 17 of 18
EMAIL SCRIPT: THANKING FOR PARTICIPATION IN
SURVEY
Dear <insert>
Thank you for your participation in our recent study on behalf of IP Australia. Your
contribution to this study is very much appreciated.
As promised, we have now deleted your contact details from the responses you
provided in the survey.
I would remind you that we will only present the responses from your survey in an
aggregated form.
Once again, many thanks for your participation.
Regards
David Holderness
Jones Donald Strategy Partners
IP Australia – Customer Service Charter Online Research Project
Page 18 of 18