PCT User Survey 2017
PCT Working Group
Eleventh Session

GenevaJune 18 to
22, 2018

Respondents
1,968 survey participants
Countries: US, AT, CN, JP, DE, IT, IL, KR, RU, IN, CA,
FR, ES, GB, BR
80% general PCT users/20% RO/IB clients
50% agents/law firms, 49% large companies
25% had attended an in-person PCT seminar, 11%webinars, 10% watched PCT online training videos, and
8% PCT DL course
53% ePCT private service users, compared to 35% in2015Overall PCT Satisfaction 2017

90

36

36

18
8
3
Dissatisfied

Moderately
satisfiedSatisfied

Very satisfied

Extremely
satisfiedPCT User satisfaction has progressed since 2015

90 (2017) vs 89 (2015)
39

10
1

3

Dissatisfied

36

38

36

12

8

Moderately
satisfied

2015

Satisfied

2017

Very satisfied

18

Extremely satisfied

Satisfaction varies by user type
Satisfaction level large company users remains high and continues to progress Likewise for SME applicants agents in law firms remains positive
 individual applicants appears to have decreased to some extent
 very little data in this survey from small segment of universities
and public research institutions

Satisfaction varies by applicant country
Users from North America remain most satisfied
As also found in 2015, users from Asian countries (Japan,
Republic of Korea, Singapore, Australia) and RussianFederation show the lowest levels of satisfaction
Satisfaction levels in India and China have progressed
European users show differing satisfaction levels
 Swedish, Danish, French and Swiss users quite satisfied
 United Kingdom, Italy, Belgium, Spain less so

PCT application processing at WIPO
•Perceived Quality:% Meet my expectations

94

the processing by the IB

95

89

PROCESSING OF PCTAPPLICATIONS

93

90

94

Evolution

Opening hours
Friendly attitude of staff
Filing with RO/IB
Ease in finding how to contact the RO/IB (phone, fax,
Filing with RO/IB
email,
Availabilityof etc.)staff
Filing with RO/IB
Information provided as to who deals with your request
Processing by the IB
Competence of staff
Processing by the IB
Timeliness in international publication
Filing with RO/IB
Choice of the languages of communication offered
Filing with RO/IB
Ease in contacting the right person for your needs
Filing with RO/IB
Quality of the general explanations provided (e.g.
Processing by the IB
clarity,accuracy,etc.)Accuracy in processing
documents
at theIB
Processing by the IB
Accuracy of information made publicly available for
Filing with RO/IB
your andapplication
Quality and efficiency of the support
adviceFiling with RO/IB
Accuracy in processing fees
Filing with RO/IB
Ease of filing a PCT application with RO/IB
Processing by the IB
Timeliness in processing post-filing documents at theFiling with RO/IBIB
Help received to meet the PCT formality requirements
Using ePCTTime in receiving a response to your submission
Filing with RO/IB
Timeliness in processing your new application filed with
Using ePCT
RO/IBOpening an ePCT accountUsing ePCT
Ease of managing files and keeping track ofUsing ePCT
information
Ease of submitting documents throughePCT
Using ePCTManagement of rights under ePCTUsing ePCTTechnical support regarding the use of ePCTFiling with RO/IB

2015

2015
2017

Filing with RO/IB Positive values / strengths attributed to
PCT RO/IB: friendliness, quality of
explanations, support, opening hours,
ease of filing the application, choice of
languages, access

96

ePCT

2017

Filling applications with RO/IB

96

filing applications with ROIB

98
98
97
97
97
97
97
96
96
96
96
96
95
95
94
94
93
92
90
89
89
88
87
87

95
98
94
91
94
96
96
96
89
95
95
96
95
95
96
92
94
92
90
90
92
92
86
87

3
0
3
6
3
1
1
0
7
1
1
0
0
0
-2
2
-1
0
0
-1
-3
-4
1
0

Processing by IB Accuracy and timeliness in processing
are appreciated, and competence of staff
recognized

Using e-PCT
 e-PCT perceived as easy for submitting
documents, managing files and keeping
track of information
 2 areas we will want to look at further are
technical support and rights
management, which are slightly under
the other satisfaction levels

Contacting the PCT at WIPO
Contacting by phone•Perceived Quality: % Meet my expectations
Finding information

87

82

92

Contacting the service via email or the…

89

92

Contacting the service by phone

89

Contacting the service by letter or by fax

90

Contacting the service

88

 PCT strengths are the friendly attitudeof staff and the customization of thecontact

90

91

2015

Evolution

2015

2017

2017

Contacting by phone

Friendly attitude of staff 96

95

1

Contacting via email
websiteContacting via email
websiteContacting by phone

Quality of the language used in replies 95

93

2Ease in sending your enquiry via the website (Contact Us form) 94

89

5

Quality of the language spoken 94

92

2

Contacting By letter fax

Quality of the language of the reply 94

93

1

Quality of the contact detail information provided (clarity, completeness, 93
Contacting by phone
Responsiveness in answeringusefulness)the phone 93

89

4

89

4

Contacting by phone

Choice of available languages of communication 93

92

1

Finding information

Ease in finding how to contact these services (phone, fax, email, etc) 92

89

3Contacting via email
websiteContacting by phone

Responsiveness in replying to emails or Contact Us form requests 92

88

4

Availability of staff 92

86

6

Contacting by phone

Completeness of the answer given the first time you called 92

88

4

Contacting by phone

Opening hours 90

87

3

Contacting via email
websiteContacting By letter fax

Effectiveness of the WIPO website Contact Us form 89

87

2

Style and format of the reply 89

91-2

Contacting by phone

Ease in contacting the right person for your needs 88

80

8Contacting By letter fax

Responsiveness in replying to a letter or to a fax 86

87-1

Finding information

Ease in finding the right service for your needs 83

Finding information

Ease in finding the required information on the WIPO website 79

75

4

Finding information

Contacting by email or website
 PCT strengths would appear to be theresponsiveness and the ease to send
an inquiry Finding the information needed on thewebsite appears to still be challenging
for some applicantsInteraction with WIPO PCT staff
96

Staff attitude

93

Very particularly proud of user
assessments as to:92

Assistance provided with regard to issues
or complaints

90

94

Relating to staff

93

2015
20
17
20
Ev
15
olu

2017

Staff Attitude
Staff Attitude
Staff Attitude
Staff Attitude
Staff Attitude
Staff Attitude
Assistance withparticular issues orcomplaints
Staff Attitude
Staff Attitude

Staff Attitude

Progress in all aspects of interactingwith PCT staff% Meet my expectationstion•Perceived Quality:

Courtesy of staff 99 97
Competence of staff 97 95
Making commitments and respecting them 97 95
Listening to your request and understanding your
96 94
needs
Quality of the response 96 93
Responsiveness in providing a first reply or in
95 94
acknowledging receipt of a request
Listening to you and understanding your problem
95 91

2
2
2

Proactive attitude of staff 94
Information provided as to who deals with your94
requestContinuity of assistance where your request is93
handled by different persons or services
Our problem solving attitude
92

90

4

92

2

90

3

91

1

91

1

89

1

90

0

Assistance withparticular issues orcomplaints
Assistance with Information we provided about the status of your issue
particular issues or92
or complaint
complaints
Assistance with
Responsiveness in providing a solution
particular issues or90complaints
Assistance with
Quality of the solution provided
particular issues or90complaints

2
3
1
4

 courtesy
 competence making commitments andrespecting them quality of responses
 proactive attitude

WIPO PCT Training services•Perceived Quality:% Meet my expectations

Perceived Quality of training services isvery good93

Seminars

91

Webinars

91

Distance Learning Courses

95

Video Training Series

95

TRAINING SERVICES

93

91

 Seminars, webinars, DL course andvideo training modules are appreciatedby users

95
97

94

2015

Evolution

2015

2017

2017

PCT VideoVideo Training: Quality of presentations 99

98

1

PCT VideoVideo Training: Training content 98

94

4

PCT Seminars

PCT Seminars: Quality of the presentations 96

94

2

PCT Distance Learning
CoursePCT Webinars

PCT DLC: Technical support received 96

93

3

PCT Webinars: Usefulness of the webinar 95
archive recordings
PCT Seminars: Materials provided
during the 94
PCT Seminars: Trainingseminarcontent 94

96

-1

94

0

92

2

PCT Webinars

PCT Webinars: Quality of the presentations 94

93

1

PCT Distance Learning
CoursePCT Distance Learning
CoursePCT Video

PCT DLC: User-friendliness of the online 94
course 94
PCT DLC: Training content

95

-1

96

-2

Video Training: Duration of videos 94

94

0

PCT Webinars

PCT Webinars: Training content 93

95-2

PCT Seminars

PCT Seminars: Availability of seminars 89

83

6

PCT Webinars

PCT Webinars: Topics variety 88

90-2

PCT Webinars

PCT Webinars: Frequency of webinars 86

83

3

PCT Seminars
PCT Seminars

 Areas in which we can improve include
frequency and variety of webinars, andseminar availability

PCT Information Resources•Perceived Quality:% Meet my expectations

PCT information provided on thewebsite88

PCT Applicant's Guide

88

PCT Newsletter92

PCT information resources

89

91
90

Evolution

2015

2015

information on thewebsiteinformation on thewebsiteinformation on thewebsiteNewsletter

88

2017

2017

91

General information 94

93

1

Information on filing a PCT application 93

91

2

Other topics 93

89

4
-1

PCT Newsletter: Clarity of the information 92

93

Newsletter

PCT Newsletter: Completeness 92

920Newsletter

PCT Newsletter: Helpfulness 92

93-1

information on thewebsiteinformation on thewebsiteApplicant's Guide

Training, seminars, webinars, etc. 91

86

5Legal information 90

89

1App. Guide: Helpfulness 90

90

0Newsletter

PCT Newsletter: Ease of finding information 89

92-3

Applicant's Guide

App. Guide: Clarity of the information 88

87

1

Applicant's Guide

App. Guide: Completeness 88

88

0Applicant's Guide

App. Guide: Ease of finding information 87

86

1

information on thewebsiteTechnical support on e-filing 86

83

3

Users continue to appreciate the PCT
information resources (monthly
Newsletter, Applicant’s Guide (updated
weekly) and website
We will look at improving Guide
completeness and clarity, ease offinding relevant information in theNewsletter, and e-filing tech support
information online

PCT-related finance services% Meet my expectations

93
93

Finance services
2015

2017

2015

2017

Evolution•Perceived Quality:

Finance Assistance

Security of online payment by credit card 98

97

1

Finance Assistance

Online access to your WIPO current account 97

98

-1

95

0

Finance AssistanceYour confidence in us for the appropriate treatment of 95
yourClarity of banking information provided on
therequests
website 95

95

0

Finance Assistance

Usefulness of receiving refund details by e-mail 95

93

2

Finance AssistanceExpertise of Finance services staff 94

95-1

Finance Assistance

Clarity of banking information provided by email 94

94

0

Finance Assistance

Finance Assistance

Clarity of the instructions for payment 94

92

2

Usefullness of payments in CHF via a WIPO current 94
Finance Assistance
Clarity of the transactions reported on youraccount
WIPO 94
Finance Assistancecurrent
account
statement(s)Finance Assistance Usefulness of the transactions reported on your WIPO 94

86

8

93

1

98

-4

current accountstatement(s)Clarity of banking information
providedby phone 93

92

1

Quality of the financial and accounting documents 93
delivered User-friendliness(refund forms, current
statements,of theaccounte-Payment
system 93

90

3

Finance Assistance

Clarity of the information received when WIPO initiates 93
refund 91
Choice of working languages provided by the aFinanceservices
Online payment by credit card 91
Finance Assistance90

3

Finance Assistance

96

-5

94

-3

Ease in contacting the Finance services (phone, fax, 86
email,payment-related
WIPO Contact requests
Us form) 86
Responsiveness to your87

-1

Finance Assistance89-3

Finance Assistance

Variety of means of payment offered 85

89-4

Finance Assistance
Finance Assistance
Finance Assistance

Finance Assistance

WIPO PCT-related finance services
appear generally to meet user
expectations
It appears that users would like: increased ease in contacting financeservices greater responsiveness to payment
requests
 wider variety of payment methods

PCT services provided by other offices than WIPO
•Perceived Quality: % Meet my expectations

perceived quality of PCT services by nonWIPO actors is quite good and improved
since 2015
Areas to flag to PCT Offices/Authorities:
 availability of RO staff

Services provided by RO
Services provided by IPEA
Services provided by RO
Services provided by ISA
Services provided by ISA
Services provided by ISA
Services provided by IPEA
Services provided by RO
Services provided by ISA
Services provided by IPEA

Evolution

Services provided by RO
Services provided by IPEA

Timely issuance of the international search report
and written opinion
Ease of filing
Availability of staff
Timely issuance of communications to the applicant
Timely issuance of the international preliminary
Correct processing of documents
Overall quality of the international search report
Usefulness of the international search report andwritten opinion
Availability of staff
Usefulness of the IPER
Availability of staff
Overall quality of the written opinion of the ISA
Overall quality of the IPER

2015

Services provided by ISA

2017

 quality of ISA written opinion
 quality of IPER

96

88

8

93
92
91
91
90
90

92
88
88
87
90
88

1
4
3
4
0
2

90

90

0

90
90
89
89
89

86
92
83
87
90

4
-2
6
2
-1

Examples of textual comments (more than 1,000 submitted)
Categories: ePCT, training, PCT information/website, application
processing, contacting PCT@WIPO, other Offices
Examples: I don‘t love the ePCT system program, but it is not difficult to be used
 it would be nice to receive emails on when training or webinars would beoccurring like most websites that shall provide a lot of information it can sometimes bea bit confusing finding your way
 I am not satisfied with the decreasing quality of the search report, the written
opinion and the preliminary examination report of [office X]
 support on licensing, technology development and financial support fornational phase for individual natural persons would need to be explored withlegal interface

Takeaways
PCT continues to offer a strong, consistent service
Perceived quality of PCT services overall has made progresssince the last user survey in 2015
Customers confirm quality of PCT staff contacts (friendly,
competent, solution-oriented, reactive) as well as quality of
information systems (content and accuracy), and training
programs% of customers indicating dissatisfaction has increased since2015; we will dig deeper into this to assess what is behind it
Further work is needed (and already underway) on structuring
information content on the PCT portion of the WIPO website so
as to make relevant information easier to find