Script for Survey Prompting Phonecalls

Script for Patents External Quality Survey Prompting Phone Calls
Hello, my name is ______________ and I am calling from Westat, a survey research company in
Rockville, MD on behalf of the United States Patent and Trademark Office. I am calling about a
survey approved by the Commissioner of Patents, Margaret A. (Peggy) Focarino.
May I speak to____________________?
We recently mailed you a copy of the USPTO’s Patents External Quality Survey. The survey
packet also contained instructions for completing the survey over the Internet. Do you recall
receiving this survey?
IF NEVER RECEIVED: We will be happy to send information about the survey by email. May I have your e-mail address?
IF REFUSE TO GIVE E-MAIL ADDRESS: May I send you information about the
survey by fax?
Currently, we do not have a record of the survey having been completed. We want to be sure
you have an opportunity to participate in the survey. We would appreciate it if you could
complete the survey online by the end of the week. We need as many people as possible to
complete the survey in order to ensure the results are valid. We look forward to receiving the
survey in the next few days. [If needed: The results will be used to inform USPTO about the
quality of work performed by the USPTO patent examiners.]
IF ATTEMPTED ONLINE SURVEY AND HAD TROUBLE LOGGING IN: Can
you describe to me the difficulty you encountered when you attempted to access the
survey? (GET AS MUCH INFO AS POSSIBLE)
(WHEN FINISHED DESCRIBING PROBLEM) Thank you. I will refer this problem to
our web programming staff, and we will get back in touch with you shortly.
REFUSAL/NO TIME FOR SURVEY: Thank you very much.

Thank You!
Write any comments about the phone call here:

IF ANSWERING MACHINE IS REACHED: Hello, my name is _____________ and
I am calling from Westat, a survey research company in Rockville, MD on behalf of the United
States Patent and Trademark Office. I am calling about the USPTO’s Patents External Quality
Survey, which we recently sent to you in the mail. Currently, we do not have a record of the
survey having been completed. We would appreciate it if you could complete the survey online
in the next few days. If you have any questions, please call me at 1-800-XXX-XXXX. Thank
you!