Q3 2023

What we learned from this quarter's data:

Overall customer satisfaction score for visitors to website was 66%, which increased from 61% in previous quarter.

Overall customer satisfaction score for Patents contact centers was 83%, which increased from 82% in previous quarter.

The website survey and Patents contact centers survey were significantly redesigned while migrating to the new Qualtrics customer experience management (CXM) platform from the Verint CXM platform in April (website) and May (Patents contact centers). The Q3 scores include data collected via Verint surveys through part of Q3. Remaining Q3 data and Q4 data collected by the new Qualtrics survey will be reported in Q4 reports.

Service details

Q2 2023

What we learned from this quarter's data:

77.0% of responding trademark customers at the application step of the journey are satisfied with their experience.

Customer and employee interactions remain positive, with Q2 scores rebounding to baseline for customer service calls.

Service details

Q1 2023

What we learned from this quarter's data:

73.5% of responding trademark customers at the application step of the journey are satisfied with their experience. (FY22 aggregate was 72.7%)

After two quarters with decreased scores for the login experience, coordinated work across Trademarks and the Office of the Chief Information Officer (OCIO) resolved prevailing issues and customer ratings returned to baseline levels.

Customer and employee interactions remain positive.

Service details

Q4 2022

What we learned from this quarter's data:

73.9% of responding trademark customers at the application step of the journey are satisfied with their experience. (FY22 aggregate is 72.7%)​

Customer and employee interactions remain very positive.​

For dissatisfied respondents, problems with log in and identity verification are expressed by customers in most surveys.

Service details

Q3 2022

What we learned from this quarter's data:

71.8% of responding trademark customers at the application step of the journey are satisfied with their experience.

Customer and employee interactions remain very positive.​

For dissatisfied respondents, these trends emerge:​

• Log in, authentication, and session timeout issues ​
• Some user interfaces (e.g., TESS, TEAS, and www.uspto.gov on mobile) are difficult to navigate

USPTO is using the customer survey data in the redesign of the Trademarks filing and search products. We have also been undergoing significant work to improve the authenticated login experience, which is still underway.

Service details

Q2 2022

What we learned from this quarter's data:

71.4% of trademark customers at the application step of the journey are satisfied with their experience.

For the 12.5% of dissatisfied customers, these trends emerge:

• Log in, authentication, and session timeout issues
• Some user interfaces (e.g., TESS and TEAS) are difficult to use and undermine customer trust in USPTO

Service details

Q1 2022

What we learned from this quarter's data:

On October 5, 2021, we completed the relaunch of the TEAS survey, and the survey response rate has increased from <0.001% to 8.4%. This significant improvement provides two primary benefits. First, we now have representative customer feedback data and can establish quantitative benchmarks for the redesign of the initial application form, which is Trademarks designated service for FY22 under the High Impact Service Provider (HISP) requirements.

Additionally, we have a better understanding of customer behavior and preferred methods of providing feedback to us. The initial survey invitation was included within an existing filing receipt email sent to customers. While this was intended to reduce the burden on customers, this approach failed to generate meaningful customer feedback for us to improve their experience with. The relaunch changed the delivery method to an automated, and separate, email sent within 24-48 hours of the customers submission of a TEAS form. We will utilize this lesson for future customer research activities.

The customer satisfaction and trust scores for our other channels remained consistent with FY21 scores.

Service details

Q4 2021

What we learned from this quarter's data:

Patents’ contact center survey captures feedback for all 7 contact centers and help desks within Patents. This past quarter, the overall customer satisfaction score for Patents contact centers was 87%, with a score of 88% overall customer satisfaction for the entire FY. Additionally, the authenticated website respondents’ overall satisfaction decreased by 2% points over Q3, with a 69% score for the FY; desktop respondents’ overall satisfaction increased by 5% points over Q3, with a 71% score for the FY; and mobile respondents’ overall satisfaction increased by 2% points over Q3, with a 68% score for the FY.

Service details

Q3 2021

What we learned from this quarter's data:

• Trademark Assistance Center survey - scores remained very positive and consistent with FY21 Q1 and Q2 results.
• Trademark desktop website survey - scores increased slightly in Q3. This may be a result of redesigned Trademark Basics webpages based on past customer feedback for new-to trademarks customers, which published at the end of Q2.
• Trademark mobile website survey - scores increased in all areas for Q3. This may be in part from the redesigned Trademark Basics webpages, but the mobile survey has also shown wider variance from quarter to quarter.
• First office action survey - scores remained consistent from Q2 into Q3.
• TEAS survey - response rates remain too low to confidently evaluate the service. We are in the process of changing the survey design and deployment method to improve response rates.
• USPTO.gov account login survey - scores remained consistent from Q2 into Q3.

Service details

Q1 2021

What we learned from this quarter's data:

Trademark Assistance Center scores remained largely consistent with FY20 scores, which are very positive and exceed industry benchmark. Overall customer satisfaction score was a 4.5 on OMB’s 5-point scale; this is the highest of any Trademark service measured. Of note, the rate of respondents who “Strongly disagree” that their issue was resolved more than doubled from 4% to 10%, which is worthy of further analysis.

• For the desktop website survey results, all six scores increased by a small amount (i.e., 0.1 to 0.2 points). This continues the trend of improvements noted in FY20 Q4. With six months of small increases in the score for information clarity, this suggest Trademarks investment in revising webpages based on user experience testing and plain language principles is improving quality.

• The mobile website customer satisfaction score for Q1 is consistent with the FY20 score, but scores for ease to complete, clarity of information, and reasonable time increased by a small amount (i.e., 0.1 to 0.2 points) as compared to FY20 scores.

• For the trademark application prosecution office action scores, the customer satisfaction score of 3.2 is consistent with FY20 score, but all five other Q1 scores increased as compared to FY20. The largest increase was in examiner helpfulness.

uspto.gov account login survey scores increased by a moderate amount in all six questions. Overall customer satisfaction score increased by 8% to 3.8 on OMB’s 5-point scale.

Service details

Q3 2023

What we learned from this quarter's data:

Overall customer satisfaction score for visitors to website was 66%, which increased from 61% in previous quarter.

Overall customer satisfaction score for Patents contact centers was 83%, which increased from 82% in previous quarter.

The website survey and Patents contact centers survey were significantly redesigned while migrating to the new Qualtrics customer experience management (CXM) platform from the Verint CXM platform in April (website) and May (Patents contact centers). The Q3 scores include data collected via Verint surveys through part of Q3. Remaining Q3 data and Q4 data collected by the new Qualtrics survey will be reported in Q4 reports.

Service details

Q2 2023

What we learned from this quarter's data:

77.0% of responding trademark customers at the application step of the journey are satisfied with their experience.

Customer and employee interactions remain positive, with Q2 scores rebounding to baseline for customer service calls.

Service details

Q1 2023

What we learned from this quarter's data:

73.5% of responding trademark customers at the application step of the journey are satisfied with their experience. (FY22 aggregate was 72.7%)

After two quarters with decreased scores for the login experience, coordinated work across Trademarks and the Office of the Chief Information Officer (OCIO) resolved prevailing issues and customer ratings returned to baseline levels.

Customer and employee interactions remain positive.

Service details

Q4 2022

What we learned from this quarter's data:

73.9% of responding trademark customers at the application step of the journey are satisfied with their experience. (FY22 aggregate is 72.7%)​

Customer and employee interactions remain very positive.​

For dissatisfied respondents, problems with log in and identity verification are expressed by customers in most surveys.

Service details

Q3 2022

What we learned from this quarter's data:

71.8% of responding trademark customers at the application step of the journey are satisfied with their experience.

Customer and employee interactions remain very positive.​

For dissatisfied respondents, these trends emerge:​

• Log in, authentication, and session timeout issues ​
• Some user interfaces (e.g., TESS, TEAS, and www.uspto.gov on mobile) are difficult to navigate

USPTO is using the customer survey data in the redesign of the Trademarks filing and search products. We have also been undergoing significant work to improve the authenticated login experience, which is still underway.

Service details

Q2 2022

What we learned from this quarter's data:

71.4% of trademark customers at the application step of the journey are satisfied with their experience.

For the 12.5% of dissatisfied customers, these trends emerge:

• Log in, authentication, and session timeout issues
• Some user interfaces (e.g., TESS and TEAS) are difficult to use and undermine customer trust in USPTO

Service details

Q1 2022

What we learned from this quarter's data:

On October 5, 2021, we completed the relaunch of the TEAS survey, and the survey response rate has increased from <0.001% to 8.4%. This significant improvement provides two primary benefits. First, we now have representative customer feedback data and can establish quantitative benchmarks for the redesign of the initial application form, which is Trademarks designated service for FY22 under the High Impact Service Provider (HISP) requirements.

Additionally, we have a better understanding of customer behavior and preferred methods of providing feedback to us. The initial survey invitation was included within an existing filing receipt email sent to customers. While this was intended to reduce the burden on customers, this approach failed to generate meaningful customer feedback for us to improve their experience with. The relaunch changed the delivery method to an automated, and separate, email sent within 24-48 hours of the customers submission of a TEAS form. We will utilize this lesson for future customer research activities.

The customer satisfaction and trust scores for our other channels remained consistent with FY21 scores.

Service details

Q4 2021

What we learned from this quarter's data:

Patents’ contact center survey captures feedback for all 7 contact centers and help desks within Patents. This past quarter, the overall customer satisfaction score for Patents contact centers was 87%, with a score of 88% overall customer satisfaction for the entire FY. Additionally, the authenticated website respondents’ overall satisfaction decreased by 2% points over Q3, with a 69% score for the FY; desktop respondents’ overall satisfaction increased by 5% points over Q3, with a 71% score for the FY; and mobile respondents’ overall satisfaction increased by 2% points over Q3, with a 68% score for the FY.

Service details

Q3 2021

What we learned from this quarter's data:

• Trademark Assistance Center survey - scores remained very positive and consistent with FY21 Q1 and Q2 results.
• Trademark desktop website survey - scores increased slightly in Q3. This may be a result of redesigned Trademark Basics webpages based on past customer feedback for new-to trademarks customers, which published at the end of Q2.
• Trademark mobile website survey - scores increased in all areas for Q3. This may be in part from the redesigned Trademark Basics webpages, but the mobile survey has also shown wider variance from quarter to quarter.
• First office action survey - scores remained consistent from Q2 into Q3.
• TEAS survey - response rates remain too low to confidently evaluate the service. We are in the process of changing the survey design and deployment method to improve response rates.
• USPTO.gov account login survey - scores remained consistent from Q2 into Q3.

Service details

Q2 2021

What we learned from this quarter's data:

Patents’ contact center survey now is used to capture feedback for all 7 contact centers and help desks within Patents.

This past quarter, the overall customer satisfaction score for Patents contact centers and help desks was 84/100. Patents maintained a 10.8 point lead over the live agent service center industry benchmark and continued to exceed its internal target CSAT score of 82/100, which is included as a key metric in the U.S. Patent and Trademark Office (USPTO) balanced score card.

Additionally, the authenticated website respondents’ overall satisfaction decreased by 7 points from 73% to 67%; desktop respondents’ overall satisfaction decreased by 5 points from 74 to 69%; and mobile respondents’ overall satisfaction decreased by 5 points from 67% to 62%. There were a few significant outages or disruptions that may have impacted user perceptions across the entire digital environment in March. There may also have been seasonal reasons for the shift based on historical trend analysis.

Patents observed that again the net promoter ratios for overall satisfaction slightly decreased for all surveys and most questions within the surveys, indicating more users moved out of the promoter group and into the neutral or detractor groups. Screen reader support enabled.

Service details

Q1 2021

What we learned from this quarter's data:

Trademark Assistance Center scores remained largely consistent with FY20 scores, which are very positive and exceed industry benchmark. Overall customer satisfaction score was a 4.5 on OMB’s 5-point scale; this is the highest of any Trademark service measured. Of note, the rate of respondents who “Strongly disagree” that their issue was resolved more than doubled from 4% to 10%, which is worthy of further analysis.

• For the desktop website survey results, all six scores increased by a small amount (i.e., 0.1 to 0.2 points). This continues the trend of improvements noted in FY20 Q4. With six months of small increases in the score for information clarity, this suggest Trademarks investment in revising webpages based on user experience testing and plain language principles is improving quality.

• The mobile website customer satisfaction score for Q1 is consistent with the FY20 score, but scores for ease to complete, clarity of information, and reasonable time increased by a small amount (i.e., 0.1 to 0.2 points) as compared to FY20 scores.

• For the trademark application prosecution office action scores, the customer satisfaction score of 3.2 is consistent with FY20 score, but all five other Q1 scores increased as compared to FY20. The largest increase was in examiner helpfulness.

uspto.gov account login survey scores increased by a moderate amount in all six questions. Overall customer satisfaction score increased by 8% to 3.8 on OMB’s 5-point scale.

Service details