IPExcellence: Putting our customers first
Our commitment to excellence extends to a range of tools and services we’ve developed for users.
We are constantly talking to our customers, and we strive to incorporate their feedback into our work and our processes. Our Stakeholder Quality Assurance Panels (SQAPs) integrate customer feedback into our products (our decisions) and help align the perception of quality held by customers with our own.
Our new Customer Panels are devoted to the EUIPO’s services and tools, and provide valued customer feedback on our services, databases and other activities and actions that are used by our customers. Along with the SQAP initiative, they help us to fully integrate the customer perspective in everything that we do.We gather and record user feedback through our User Satisfaction Survey:
Listening to our users
User feedback is crucial to the ongoing process of improving quality for all our users. Since 2005, we have been measuring levels of satisfaction with our services and decisions relating to the registration of trade marks and designs through large-scale satisfaction surveys conducted by independent firms.
We conduct two types of survey:
- A user satisfaction survey
An annual user satisfaction survey, which measures everything from overall satisfaction with the EUIPO's registration procedures to levels of satisfaction with customer services, appeal decisions and the handling of complaints.
User satisfaction surveys Show
- Specific interest surveys
Ad-hoc surveys covering specific areas of interest.
Specific interest surveys Show
- We also gather feedback from people who visit our website through our contact form.
We make the complaints process as simple and straightforward as possible, so we can listen to you if things go wrong.
The EUIPO Guidelines – our trade mark and design practice – are now available in a fully searchable, multilingual online format.
Our Academy encompasses all the learning and educational activities for our staff, staff of the intellectual property offices of the European Union, EUIPO's customers and the public at large. The Academy has developed a training catalogue with a wealth of learning materials, from training in general IP topics to specific courses covering all aspects of trade mark and design registration. We also work in partnership with other international institutions like the European Patent Academy and the WIPO Academy.
Our Key User Programme supports you throughout your IP journey, and our new SME Corner helps SMEs secure their IP rights, quickly and easily.