Copy of USPTO-TM-TrademarkAssistanceCenter-QuestionList.xlsx

Generic Clearance for Managing Customer Experience and Improving Service Delivery OMB Circular A-11, Section 280

Copy of USPTO-TM-TrademarkAssistanceCenter-QuestionList.xlsx

OMB: 0690-0035

Document [xlsx]
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Overview

Welcome and Thank You Text
Model Questions
Custom Questions


Sheet 1: Welcome and Thank You Text

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.




























Sheet 2: Model Questions


Label Element Questions
Label Satisfaction Questions
Label Future Behaviors





Accessibility


Satisfaction

Communicate Experience
(1=Very Unlikely, 10=Very Likely)
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)
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)
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






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)






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)






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)







Sheet 3: Custom Questions

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
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File Modified0000-00-00
File Created0000-00-00

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