Model Instance Name: | See Rotations Tab for Element Rotations | ![]() |
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USPTO Contact Center | |||||||||
MID: | 4Ilk5oU5UtZdd0RwxRsMFg4C | ||||||||
Date: | 7.17.15 | ||||||||
USPTO Contact Center | |||||||||
Model questions utilize the ForeSee CXA methodology to determine scores and impacts | |||||||||
Q Name | ELEMENTS (drivers of satisfaction) | Q Name | CUSTOMER SATISFACTION | Q Name | FUTURE BEHAVIORS | ||||
Accessibility (1=Poor, 10=Excellent, Don't Know) | Satisfaction | Contact via Phone Again for Service (1=Very Unlikely, 10=Very Likely) | |||||||
1 | Accessibility - Convenience | Please rate the customer support center on the following: The convenience of using the phone for your needs |
16 | Satisfaction - Overall | What is your overall satisfaction with your customer service experience? (1=Very Dissatisfied, 10=Very Satisfied) |
19 | Contact Via Phone Again | How likely are you to contact USPTO via the phone to resolve your service needs in the future? | |
2 | Accessibility - Efficiency | The number of steps needed to connect with a representative | 17 | Satisfaction - Expectations | How well did your customer service experience meet your expectations? (1=Fell Short, 10=Exceeded) |
Confidence (1=Not at all Confident, 10= Very Confident) |
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3 | Accessibility - Performance | How well the support center connects you with a representative | 18 | Satisfaction - Ideal | How well did your customer service experience compare to your idea of an ideal customer experience? (1=Not Very Close, 10=Very Close) |
20 | Confidence | Please rate your confidence in USPTO as a result of this customer service experience. | |
Knowledge (1=Poor, 10=Excellent, Don't Know) | Recommend (1=Very Unlikely, 10= Very Likely) |
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4 | Knowledge - Understanding | Please rate the knowledge of the representative in the following areas: Quick understanding of your request or concern |
21 | Recommend | How likely are you to recommend USPTO customer service to someone else? | ||||
5 | Knowledge - Directness | Ability to directly answer your questions | |||||||
6 | Knowledge - Accuracy | Accuracy of information provided | |||||||
Response Speed (1=Poor, 10=Excellent, Don't Know) | |||||||||
7 | Response Speed - Time | Please rate the speed to resolve your question or concern: Length of time needed on the phone |
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8 | Response Speed - Efficiency | Number of steps taken to complete the process | |||||||
9 | Response Speed - Fixed First Time | Degree to which your request or question was resolved the first time | |||||||
Professionalism (1=Poor, 10=Excellent, Don't Know) | |||||||||
10 | Professionalism - Understandable | Please rate the professionalism of the representative in the following areas: Use of understandable terms during your conversation |
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11 | Professionalism - Responsiveness | Responsiveness to your questions or concerns | |||||||
12 | Professionalism - Courtesy | Courtesy shown to you | |||||||
Resolution (1=Poor, 10=Excellent, Don't Know) | |||||||||
13 | Resolution - Detail | Please rate the answer provided to your question or concern in the following areas: Level of detail provided |
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14 | Resolution - Usefulness | Usefulness to your needs | |||||||
15 | Resolution - Clarity | Clarity of reasoning and logic |
Model Instance Name: | |||||||||
Contact Center Interaction Model for Service Operations | underlined & italicized: RE-ORDER | ||||||||
MID: 4Ilk5oU5UtZdd0RwxRsMFg4C | pink: ADDITION | ||||||||
Date: | 7.17.15 | blue + -->: REWORDING | |||||||
Contact Center Interaction Model for Service Operations CUSTOM QUESTION LIST | |||||||||
QID | Skip Logic Label | Question Text | Answer Choices (limited to 50 characters) |
Skip to | Type (select from list) | Required Y/N |
Special Instructions | CQ Label | |
MHM5294Q001 | Did you visit uspto.gov to resolve your concern/question prior to your experience with the USPTO customer service representative? | Yes | Drop down, select one | Y | Website Usage | ||||
No | |||||||||
KAU0101631 | Where are you with the patent or trademark application process? | I have submitted an application | Z | Drop down, select one | Y | Skip Logic Group | Application Process | ||
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 | 7 | ||||||||
Other, please specify | 1 | ||||||||
KAU0101632 | 1 | Please specify where you are in the application process: | Text field, <100 char | N | Skip Logic Group | Application Process | |||
KAU0101633 | 7 | What was your primary reason for contacting USPTO? | Text field, <100 char | N | Skip Logic Group | No App_Reason | |||
KAU0101634 | Z | What was your primary reason for contacting USPTO? | Oath or Declaration | Radio button, one-up vertical | Y | Skip Logic Group | Submitted_Reason | ||
Application Data Sheet | |||||||||
Power of Attorney | |||||||||
Fees | |||||||||
Specification | |||||||||
Drawings | Randomize | ||||||||
Claims | |||||||||
Application status | |||||||||
Filing receipt | |||||||||
Missing parts | |||||||||
Petition for extension of time | |||||||||
Customer number | |||||||||
Issues with uspto.gov | |||||||||
Other, please specify | X1 | Anchor Answer Choice | |||||||
KAU0101635 | X1 | Please specify your reason for calling: | Text field, <100 char | N | Skip Logic Group | Submitted_Reason | |||
KAU0101636 | V | What was your primary reason for contacting USPTO? | General questions about filing an application (e.g., process, fees) | Radio button, one-up vertical | Y | Skip Logic Group | |||
Examination policy and procedure | Randomize | Clarification_Reason | |||||||
Term adjustments | |||||||||
General information about patents/trademarks | |||||||||
International inquires | |||||||||
Other, please specify | M1 | Anchor Answer Choice | |||||||
KAU0101637 | M1 | Please specify your reason for contacting USPTO: | Text field, <100 char | N | Skip Logic Group | Clarification_Reason |
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KAU0101638 | F1 | What technical help did you need for uspto.gov? (Please select all that apply) | Java and web browser compatibility | Checkbox, one-up vertical | Y | Skip Logic Group | Technical_Reason |
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Understanding error message(s) | |||||||||
Difficulty understanding technical content | |||||||||
Other, please specify | J1 | ||||||||
KAU0101639 | J1 | Please specify what technical help you needed: | Text field, <100 char | N | Skip Logic Group | Technical_Reason |
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Which USPTO center(s) did you interact with? | USPTO Contact Center (UCC) | Checkbox, one-up vertical | Y | Skip Logic Group | Which Center | ||||
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 | CC | ||||||||
Don't know | |||||||||
CC | Which other center(s) did you interact with? | Text field, <100 characters | N | Skip Logic Group | Other Centers | ||||
Were you transferred to another USPTO center during your call? | Yes | T | Radio button, one-up vertical | Y | Skip Logic Group | Transferred | |||
No | |||||||||
Don't know | |||||||||
T | Were you transferred to the correct USPTO center on the first transfer? | Yes | Radio button, one-up vertical | Y | Skip Logic Group | Correct Transfer | |||
No | |||||||||
Don't know | |||||||||
Please indicate your level of agreement with the following statements: Employees I interacted with were helpful. | 1=Stongly disagree | Radio button, scale | Y | Helpful | |||||
2 | |||||||||
3 | |||||||||
4 | |||||||||
5 | |||||||||
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7 | |||||||||
8 | |||||||||
9 | |||||||||
10 = Strongly agree | |||||||||
Overall, the amount of time to do what I need to was reasonable. | 1=Stongly disagree | Radio button, scale | Y | Reasonable time | |||||
2 | |||||||||
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9 | |||||||||
10 = Strongly agree | |||||||||
KAU0101640 | Was your question resolved by a USPTO representative? | Yes | D,DD | Radio button, one-up vertical | Y | Skip Logic Group | Resolution | ||
Still waiting on a response | B, C | ||||||||
No | B, C | ||||||||
DD | Please rate your agreement with the following statement : It was easy to complete what I needed to do. | 1=Stongly disagree | Radio button, scale | Y | Skip Logic Group | Ease of resolution | |||
2 | |||||||||
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9 | |||||||||
10 = Strongly agree | |||||||||
CAS0077472 | D | Approximately how many times did you contact a USPTO representative before your question was resolved? | 1 | Radio button, one-up vertical | N | Skip Logic Group | Issue Resolved - Call # | ||
2 | |||||||||
3 | |||||||||
4 | |||||||||
5 or more times | |||||||||
Can't recall | |||||||||
CAS0077473 | B | Approximately how many times have you contacted a USPTO representative for this question? | 1 | Radio button, one-up vertical | N | Skip Logic Group | Issue Not Resolved - Call # | ||
2 | |||||||||
3 | |||||||||
4 | |||||||||
5 or more times | |||||||||
Can't recall | |||||||||
KAU0101641 | C | Based on your experience contacting USPTO, which of the following would you be most likely to do next? | Send a message to USPTO via [email protected] | Radio button, one-up vertical | Y | Skip Logic Group | Next Steps | ||
Call the USPTO Customer Support Center | |||||||||
Visit uspto.gov | |||||||||
Follow the advice of the call center | |||||||||
Contact someone outside of USPTO | TT | ||||||||
Other, please specify | K | ||||||||
CAS0077475 | TT | Who do you intend to contact as a next step? | Text field, <100 char | N | Skip Logic Group | OE_Next Steps - Outside USPTO | |||
CAS0077476 | K | Please describe what you plan to do next in an effort to obtain an answer to your question: | Text field, <100 char | N | Skip Logic Group | OE_Next Steps - Not Resolved | |||
CAS0077477 | How long was your wait time to connect with a representative? | 0 to 5 minutes | Radio button, one-up vertical | Y | Wait Time | ||||
6 to 10 minutes | |||||||||
11 to 15 minutes | |||||||||
16 to 30 minutes | |||||||||
More than 30 minutes | |||||||||
CAS0077478 | Thinking about the time it took to get in touch with your representative was it: |
Too long | Radio button, one-up vertical | Y | Perceived Wait Time | ||||
About right | |||||||||
MHM5294Q002 | Which of the following best describes you? | Entrepreneur/Business Professional | Radio button, one-up vertical | Y | Skip Logic Group | Visitor Role | |||
Inventor | |||||||||
IP Professional: Attorney | |||||||||
IP Professional: Paralegal | |||||||||
IP Professional: Agent | |||||||||
USPTO Employee | |||||||||
Other, please specify | R | ||||||||
MHM5294Q003 | R | Please specify the role that best describes you. | Text area, no char limit | N | Skip Logic Group | Other_Role | |||
MHM5294Q004 | If you could suggest one improvement to the USPTO customer service experience, what would it be? | Text area, no char limit | No | OE_Suggestions |
File Type | application/vnd.openxmlformats-officedocument.spreadsheetml.sheet |
File Modified | 0000-00-00 |
File Created | 0000-00-00 |