EBC Questionnaire Text Copy

Objective

Questions

Purpose

What was the purpose of your recent contact with the EBC?
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Subject

General Question
Need for Instruction
Problem
Comment
Follow Up to a Previous EBC Contact
Follow Up to a Previous USPTO Contact (Other than
EBC)
What was the subject of your recent phone call to the EBC?
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Customer Number
Digital Certificate
EFS - Web
PAIR
Other (Please specify)

Drill down conditional:
If Customer Number
Please choose which of the topics most accurately describe the
subject of your recent phone call to the EBC:
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How to apply for a customer number
Status of customer number request
Forgotten customer number
USPTO system not recognizing your customer number
Other (Please specify)

If Digital Certificate
Please choose which of the topics most accurately describe the
subject of your recent phone call to the EBC
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How to apply for a cert
Status of cert request
Expired codes / password
Unable to gain access to EFS-Web or Private Pair
How to locate the cert file located on your computer
Other (Please specify)

If EFS-Web

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Can’t access EFS-Web
Fee payments
Use of fill able forms
Constructing PDF files
Document indexing
International filing
System requirements / configuration
Other (Please specify)

If PAIR
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Method of Contact

Speed of Response

Can’t access Private Pair
Missing / wrong documents
Available information
Question related to viewing information
Downloading files
Receiving email notifications
Other (Please specify)

How did you initially contact the EBC?
• Telephone
• Email
• Transfer
• Other
How rapidly would you say the EBC was able to resolve issues
you have encountered ?
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Customer Experience

While on the initial telephone call
Within the same business day after the initial telephone
call was made, or email was sent
• The next business day after the initial telephone call
was made, or email was sent
• Two or more business days after the initial telephone
call was made, or email was sent
• I was transferred to another USPTO organization
• They were unable to resolve my issue(s)
• Other (please respond)
Thinking about your overall experience with the EBC, please
rate the following aspects of their service delivery, where 5 =
Very Satisfied and 1 = Very Dissatisfied:
a. Professionalism, i.e. communications skills
b. Knowledge about the issue(s) encountered

Customer Satisfaction

c. Responsiveness
d. Courtesy with which you were treated
Overall satisfaction provided by the Electronic Business Center
(EBC) in responding to your inquiry:
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Recommendations

High
Medium
Low
Not Satisfied

If Low or Not Satisfied please indicate why:
Please identify any recommendations that you feel would
improve the service of the EBC?
May the USPTO contact you to discuss your responses?
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Yes
No