Welcome and Thank You Text | ||||
Welcome Text | Thank You Text | |||
Thank you for calling the USPTO Trademark Assistance Center. You've been randomly chosen to take part in a brief survey to let us know what we're doing well and where we can improve. Please take a few minutes to share your opinions, which are essential in helping us provide the best experience possible. |
Thank you for taking our survey and for helping us serve you better. Please note you will not receive a response from us based on your survey comments. If you would like us to contact you about your feedback, please visit the Contact Us section of our website. |
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Label | Element Questions | Label | Satisfaction Questions | Label | Future Behaviors | |||
Accessibility |
Satisfaction | Communicate Experience (1=Very Unlikely, 10=Very Likely) |
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1 | Accessibility - Convenience | Thinking about reaching the USPTO Trademark Assistance Center by phone, please rate the following: The convenience of contacting customer service by phone relative to other methods (1=Not Convenient at all, 10=Very Convenient, Don't Know) |
11 | Satisfaction - Overall | What is your overall satisfaction with this telephone customer service experience? (1=Very Dissatisfied, 10=Very Satisfied) |
14 | Communicate Experience | How likely are you to communicate with others about your customer service experience? |
2 | Accessibility - Easy Connection | How easy it was to reach a representative (1=Not Easy at all, 10=Very Easy, Don't Know) |
12 | Satisfaction - Expectations | How well did your telephone customer service experience meet your expectations? (1=Fell Short, 10=Exceeded) |
Recommend Company (NPS) (1=Very Unlikely, 10=Very Likely) |
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3 | Accessibility - Wait Time | The wait time before being connected to a representative (1=Long Wait Time, 10=No Wait Time at all, Don't Know) |
13 | Satisfaction - Ideal | How well did your experience compare to an ideal telephone customer service experience? (1=Not Very Close, 10=Very Close) |
15 | Recommend Company | How likely are you to recommend the Trademark Assistance Center to someone else? |
Service Representative (1=Poor, 10=Excellent, Don't Know) |
Confidence (1=Not at all Confident, 10=Very Confident) |
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4 | Representative - Understanding | Please rate the representative who assisted you in the following areas: Understanding of my issue or request |
16 | Confidence | Please rate your level of confidence in the Trademark Assistance Center. | |||
5 | Representative - Empathy | Recognition of the importance of my issue or request | ||||||
6 | Representative - Knowledge | Level of knowledge regarding my issue or request | ||||||
7 | Representative - Authority | Level of authority to resolve my issue or request on their own | ||||||
Service Resolution |
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8 | Service Resolution - Thoroughness | Please rate the response provided to your request or question in the following areas: Thoroughness of the explanation (1=Insufficient , 10=Very Thorough, Don't Know) |
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9 | Service Resolution - Complete | The extent to which my issue or request was resolved (1=Not Resolved at all, 10=Completely Resolved, Don't Know) |
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10 | Service Resolution - Time | After being connected to a representative, the amount of time I was on the phone (1=Too Much Time, 10=Very Little Time, Don't Know) |
Question Text | Answer Choices | Skip From | Skip To | Required Question? (Y/N) | Type | Special Instructions |
Did you visit uspto.gov to resolve your concern/question prior to your experience with the USPTO Trademark Assistance Center customer service representative? | Yes | Y | Radio button, one-up vertical | |||
No | ||||||
Where are you with the trademark application process? | I have submitted an application | Z | Y | Radio button, one-up vertical | Skip Logic Group | |
I need clarification about the process before submitting an application | V | |||||
I need to resolve a technical issue with uspto.gov before submitting an application | F1 | |||||
Still deciding if I need or want to file an application | 7 | |||||
I do not need to file an application | 8 | |||||
Other, please specify | 1 | |||||
Please specify where you are in the application process: | 1 | N | Text field, <100 char | Skip Logic Group | ||
What was your primary reason for contacting USPTO? | Search for existing trademarks | 7 | Y | Radio button, one-up vertical | Skip Logic Group* | |
Fees | ||||||
General information about trademarks | ||||||
Other, please specify | 2 | |||||
Please specify your reason for calling: | 2 | N | Text field, <100 char | Skip Logic Group* | ||
What was your primary reason for contacting USPTO? | 8 | N | Text field, <100 char | Skip Logic Group | ||
What was your primary reason for contacting USPTO? | Check application status | Z | Y | Radio button, one-up vertical | Skip Logic Group | |
Respond to an office action (official letter) | Randomize | |||||
Fees | ||||||
Specimen submission | ||||||
Filing receipt | ||||||
Petition for extension of time | ||||||
Petition for something else | ||||||
Issues with TEAS (Trademark Electronic Filing System) | ||||||
Issues with another USPTO online system | ||||||
Other, please specify | X1 | Anchor Answer Choice | ||||
Please specify your reason for calling: | X1 | N | Text field, <100 char | Skip Logic Group | ||
What was your primary reason for contacting USPTO? | General information about trademarks | V | Y | Radio button, one-up vertical | Skip Logic Group | |
General questions about how to use the Trademark Electronic Filing System (TEAS) | Randomize | |||||
General questions about filing an application (e.g., process, fees) | ||||||
Search for existing trademarks | ||||||
Examination policy and procedure | ||||||
International inquires | ||||||
Other, please specify | M1 | Anchor Answer Choice | ||||
Please specify your reason for contacting USPTO: | M1 | N | Text field, <100 char | Skip Logic Group | ||
What technical help did you need for uspto.gov? (Please select all that apply) | Java and web browser compatibility | F1 | Y | Checkbox, one-up vertical | Skip Logic Group | |
Understanding error message(s) | ||||||
Difficulty understanding technical content | ||||||
Other, please specify | J1 | |||||
Please specify what technical help you needed: | J1 | N | Text field, <100 char | Skip Logic Group | ||
Did you interact with another USPTO center? (Please select all that apply) | USPTO Contact Center (UCC) | Y | Checkbox, one-up vertical | Skip Logic Group | ||
Application Assistance Unit (AAU) | ||||||
Patent Cooperation Treaty (PCT) Helpdesk | ||||||
Inventors Assistance Center (IAC) | ||||||
Electronic Business Center (EBC) | ||||||
Patents Ombudsman | ||||||
Office of Financial Management Systems | ||||||
Other, please specify | C1 | |||||
Don't know | Mutually Exclusive | |||||
No, I did not interact with another USPTO Center | Mutually Exclusive | |||||
Which other center(s) did you interact with? | C1 | N | Text field, <100 characters | Skip Logic Group | ||
Were you transferred to another USPTO center during your call? | Yes | T | Y | Radio button, one-up vertical | Skip Logic Group | |
No | ||||||
Don't know | ||||||
Were you transferred to the correct USPTO center on the first transfer? | Yes | T | Y | Radio button, one-up vertical | Skip Logic Group | |
No | ||||||
Don't know | ||||||
Please indicate your level of agreement with the following statements: The Trademark Assistance Center representative I interacted with was helpful. | 1 = Strongly disagree | Y | Radio button, scale, no don't know | |||
2 | ||||||
3 | ||||||
4 | ||||||
5 | ||||||
6 | ||||||
7 | ||||||
8 | ||||||
9 | ||||||
10 = Strongly agree | ||||||
The Trademark Assistance Center representative I interacted with treated me fairly. | 1 = Strongly disagree | Y | Radio button, scale, no don't know | |||
2 | ||||||
3 | ||||||
4 | ||||||
5 | ||||||
6 | ||||||
7 | ||||||
8 | ||||||
9 | ||||||
10 = Strongly agree | ||||||
The Trademark Assistance Center representative I interacted with treated me fairly. | 1 = Strongly disagree | Y | Radio button, scale, no don't know | |||
2 | ||||||
3 | ||||||
4 | ||||||
5 | ||||||
6 | ||||||
7 | ||||||
8 | ||||||
9 | ||||||
10 = Strongly agree | ||||||
Was your question resolved by a USPTO representative? | Yes | D | Y | Radio button, one-up vertical | Skip Logic Group | |
Still waiting on a response | B, C | |||||
No | B, C | |||||
Approximately how many times did you contact a USPTO representative before your question was resolved? | 1 | D | N | Radio button, one-up vertical | Skip Logic Group | |
2 | ||||||
3 | ||||||
4 | ||||||
5 or more times | ||||||
Can't recall | ||||||
Approximately how many times have you contacted a USPTO representative for this question? | 1 | B | N | Radio button, one-up vertical | Skip Logic Group | |
2 | ||||||
3 | ||||||
4 | ||||||
5 or more times | ||||||
Can't recall | ||||||
Based on your experience contacting USPTO, which of the following would you be most likely to do next? | Send a message to USPTO | C | Y | Radio button, one-up vertical | Skip Logic Group | |
Call the USPTO Customer Support Center | ||||||
Visit uspto.gov | ||||||
Follow the advice of the call center | ||||||
Contact someone outside of USPTO | T | |||||
Other, please specify | K | |||||
Who do you intend to contact as a next step? | T | N | Text field, <100 char | Skip Logic Group | ||
Please describe what you plan to do next in an effort to obtain an answer to your question: | K | N | Text field, <100 char | Skip Logic Group | ||
Which of the following best describes you? | Entrepreneur/Business Professional | Y | Radio button, one-up vertical | Skip Logic Group | ||
Inventor | ||||||
Marketing Professional | ||||||
IP Professional: Attorney | ||||||
IP Professional: Paralegal | ||||||
IP Professional: Agent | ||||||
Other Legal Professional (not in Intellectual Property): Attorney, Paralegal | ||||||
USPTO Employee | ||||||
Other, please specify | R | |||||
Please specify the role that best describes you. | R | N | Text area, no char limit | Skip Logic Group | ||
If you could suggest one improvement to the USPTO Trademark Assistance Center customer service experience, what would it be? | N | Text area, no char limit |
File Type | application/vnd.openxmlformats-officedocument.spreadsheetml.sheet |
File Modified | 0000-00-00 |
File Created | 0000-00-00 |