IP Australia has released the results of its yearly Customer Satisfaction Survey, finding overall satisfaction with the Agency had improved from 82 per cent to 87 per cent.
The Agency said the survey was a key pillar of its performance framework and an important opportunity for it to gauge customers’ opinions and seek feedback on their experiences.
“This year, the survey was held between May and June and was offered to over 31,000 active customers representing self-filers, IP professionals and Australian businesses,” IP Australia said.
“We received 2,371 responses which provides an overall response rate of around eight per cent (similar to 2019),” it said.
“In general, feedback from our customers demonstrated an overall improvement of their satisfaction with our products and services.”
“Overall satisfaction with IP Australia has improved: 87 per cent in 2020 (82 per cent in 2019).”
IP Australia said it valued the contribution of everyone who participated in the survey and thanked them for taking the time to provide feedback.
“Whilst we welcome this level of satisfaction against our performance, the results from the survey also indicate that there are opportunities for us to improve,” it said.
“Work has already begun to explore how we can implement this feedback to provide the best possible service to you,” the Agency said.
