Click on the High Impact Service Provider below to learn more about the actions they’re taking to improve customer experience and performance of designated services.


Service provider

Description

In addition to the Decennial, which counts every person in the United States, the U.S. Census Bureau conducts more than 130 surveys and programs each year, including our nation’s largest annual household survey, the American Community Survey, which reaches 3.5 million households nationwide.

This HISP was newly designated and will complete action planning in FY22.

Designated Services


Service

Responding to the American Community Survey

Description

Each year, the U.S. Census Bureau contacts over 3.5 million households across the country to participate in the mandatory American Community Survey (ACS). Materials sent by mail are the primary means of contacting and communicating with a household. These materials are critical to encouraging self-response. The design and messages convey essential information about participation and set a tone for their interaction with the Census Bureau. Similarly, the wording of survey questions, the usability of the internet instrument, and the interactions with Census Bureau field representatives and call center staff also influence the respondent’s experience in completing the ACS. The Census Bureau employs a 3-month data collection process for each monthly sample, first through self-response and later through in-person and telephone interviews. Households are asked to complete the survey online or mail the completed paper questionnaire in a prepaid envelope to the Census Bureau’s National Processing Center. The Census Bureau sends up to five mailings to potential respondents to solicit self-response. Respondents can also call a toll-free number to get more information or assistance. Census Bureau call center staff are available with information on the ACS and to provide guidance on the survey questions. Respondents can also get information on the Census Bureau website. Bureau field representatives may contact these households by phone or in-person to complete the survey. During this phase, Census may send additional mailings to the respondent to address their concerns and encourage them to respond online or contact the field representative.

Why this service was designated

The U.S. Census Bureau is the nation’s leading provider of quality data about its people and economy. The method of obtaining this critical social, economic, and geographic information is through various surveys and censuses conducted by the Census Bureau. Of the more than 100 surveys and censuses conducted each year, the American Community Survey is the only source of comparable, quality information about the people in all of our communities. This ongoing national survey is the most current, reliable, and accessible source of local statistics on topics such as age, children, veterans, income, and employment. The ACS is an important national resource, providing data about who we are and how our population is changing. The ACS is vital to small and large businesses seeking to better serve the full range of markets, find workers with needed skill sets, and inform decisions on investing and creating jobs. Local communities rely on the ACS to target resources in areas in need of assistance, as well as local schools, first responders, roads, and hospitals. The federal government uses ACS data to distribute hundreds of billions of dollars per year to communities and make government operate smarter and more efficiently.

Service

Accessing Census data on a mobile device

Description

Millions of customers, from large institutions to individual citizens, need the right data at the right time in order to make decisions that affect lives and livelihoods. Getting these data when and how they are needed can mean the difference in getting the news story right, choosing the right major or career, obtaining the funding or a grant you need to help your community, or your small business succeeding or failing.

With the U.S. Census Bureau’s role as the nation’s leading provider of quality data about America’s people and economy, our Census.gov website and many data products and tools have been the go-to platforms used by data seekers. But not all Census Bureau website visitors have desktop computers and fast broadband internet connections to find, access, and engage with our data. Some may need data on the go from their mobile device. Others, particularly those from historically underserved communities, may not have access to a desktop computer and their only internet connection may be a smartphone with Wi-Fi.

Why this service was designated

According to Census Bureau data, 84 percent of households owned a smartphone in 2018, exceeding 78 percent of households that owned a desktop or laptop computer. Over the past 6 years, the percentage of visits by mobile users to the Census Bureau’s primary websites grew from 18 percent to nearly one-third of our visits at 32.7 percent or 14.9 million mobile visits in 2022, with mobile-visit percentage spiking to over one-half of our web visits (57 percent or 116 million) during the 2020 Census year. The need to better understand what Census Bureau information customers with mobile devices are looking for and cannot easily find or understand—and how that differs from desktop computer users—creates an opportunity to improve the mobile experience for the millions of our mobile visitors, particularly disadvantaged users from historically underserved communities who do not have access to desktop computers or have language or other barriers to using Census Bureau information today.

With the Census Bureau considered one of the most trusted sources of data for equity, ensuring mobile customers have equitable and easy access to understandable and useful Census Bureau data and other information they need when and where they need it can help inform their decisions, which will have a major impact on their own lives and of those they serve.


Service provider

Description

The mission of the United States Patent and Trademark Office (USPTO) is to ensure that the intellectual property system contributes to a strong global economy, encourages investment in innovation, and fosters entrepreneurial spirit. In 2020, USPTO responded to the continued demand for patents and trademarks to protect new ideas and investments in innovation by servicing over 600,000 patent applications, over 400,000 trademark registrations, and increasing all-electronic processing of trademark applications to 88.7%.


Designated Services

Previously-reported Services


Service

Filing an initial application form for a trademark registration

Description

The Trademark organization intends to serve all people and businesses who conduct commerce in the United States and would like to federally register their trademarks. Customers range from individual entrepreneurs and local small businesses to multinational corporations.

Businesses and business owners are a key customer group for the initial application form. This group may use the application form on many occasions, such as starting a business, rebranding, or expanding the goods and services they offer.

Attorneys and legal professionals who specialize in trademark law make up an additional key customer group. This group represents trademark owners and may use the initial application form if their clients are seeking a federal trademark registration.

Why this service was designated

The customer journey for all trademark filers funnels through the initial application forms. In FY20, customers submitted 738,112 total trademark filings, which was a 9.5% increase over FY19 (USPTO FY20 Performance and Accountability Report). Last year, customers filed 943,928 trademark class applications, a 27.9% increase over FY20 (USPTO FY21 Performance and Accountability Report)

  • https://www.uspto.gov/sites/default/files/documents/USPTOFY20PAR.pdf
  • https://www.uspto.gov/sites/default/files/documents/USPTOFY21PAR.pdf

Quarterly data reported

Q4 2022

What we learned from this quarter's data:

73.9% of responding trademark customers at the application step of the journey are satisfied with their experience. (FY22 aggregate is 72.7%)​ Customer and employee interactions remain very positive.​ For dissatisfied respondents, problems with log in and identity verification are expressed by customers in most surveys.

Service details
Service provided: First office action during Trademark application prosecution
Transaction point: Within one week of receiving first office action
Channel: email
People served: 72242
Surveys offered: 18366
Responses: 317
Service provided: General trademark assistance via phone (TAC)
Transaction point: Within one week of call
Channel: phone
People served: 28322
Surveys offered: 2092
Responses: 111
Service provided: Trademark Electronic Filing System (TEAS)
Transaction point: 24-48 hours after filing a form customers are sent a survey invitation email
Channel: computer
People served: 111545
Surveys offered: 15176
Responses: 1673
Service provided: Trademark Electronic Search System (TESS)
Transaction point: https://tmsearch.uspto.gov/
Channel: computer
People served: 1076711
Surveys offered: 735080
Responses: 776
Service provided: U.S. Trademarks desktop website
Transaction point: www.uspto.gov
Channel: computer
People served: 8186814
Surveys offered: 417923
Responses: 164
Service provided: U.S. Trademarks mobile website
Transaction point: Online survey
Channel: mobile
People served: 1281387
Surveys offered: 283060
Responses: 46
Service provided: USPTO.gov account login
Transaction point: Login and customized customer dashboard
Channel: computer
People served: 3937274
Surveys offered: 1328554
Responses: 98


Q3 2022

What we learned from this quarter's data:

71.8% of responding trademark customers at the application step of the journey are satisfied with their experience. Customer and employee interactions remain very positive.​ For dissatisfied respondents, these trends emerge:​ - Log in, authentication, and session timeout issues ​ - Some user interfaces (e.g., TESS, TEAS, and www.uspto.gov on mobile) are difficult to navigate USPTO is using the customer survey data in the redesign of the Trademarks filing and search products. We have also been undergoing significant work to improve the authenticated login experience, which is still underway.

Service details
Service provided: First office action during Trademark application prosecution
Transaction point: Within one week of receiving first office action
Channel: email
People served: 70473
Surveys offered: 19963
Responses: 276
Service provided: General trademark assistance via phone (TAC)
Transaction point: Within one week of call
Channel: email
People served: 3295
Surveys offered: 1616
Responses: 80
Service provided: Trademark Electronic Filing System (TEAS)
Transaction point: 24-48 hours after filing a form customers are sent a survey invitation email
Channel: computer
People served: 137844
Surveys offered: 6401
Responses: 462
Service provided: Trademark Electronic Search System (TESS)
Transaction point: https://tmsearch.uspto.gov/
Channel: computer
People served: 1034977
Surveys offered: 362242
Responses: 884
Service provided: U.S. Trademarks desktop website
Transaction point: www.uspto.gov
Channel: computer
People served: 5858627
Surveys offered: 425881
Responses: 193
Service provided: U.S. Trademarks mobile website
Transaction point: Online survey
Channel: mobile
People served: 1267418
Surveys offered: 209780
Responses: 48
Service provided: USPTO.gov account login
Transaction point: Login and customized customer dashboard
Channel: computer
People served: 4382826
Surveys offered: 697848
Responses: 82


Q2 2022

What we learned from this quarter's data:

71.4% of trademark customers at the application step of the journey are satisfied with their experience. For the 12.5% of dissatisfied customers, these trends emerge: * Log in, authentication, and session timeout issues * Some user interfaces (e.g., TESS and TEAS) are difficult to use and undermine customer trust in USPTO

Service details
Service provided: First office action during Trademark application prosecution
Transaction point: Within one week of receiving first office action
Channel: email
People served: 71513
Surveys offered: 14182
Responses: 220
Service provided: General trademark assistance via phone (TAC)
Transaction point: Within one week of call
Channel: email
People served: 26145
Surveys offered: 1720
Responses: 110
Service provided: Trademark Electronic Filing System (TEAS)
Transaction point: 24-48 hours after filing a form customers are sent a survey invitation email
Channel: computer
People served: 137784
Surveys offered: 6833
Responses: 607
Service provided: Trademark Electronic Search System (TESS)
Transaction point: https://tmsearch.uspto.gov/
Channel: computer
People served: 749726
Surveys offered: 262404
Responses: 899
Service provided: U.S. Trademarks desktop website
Transaction point: www.uspto.gov
Channel: computer
People served: 6464352
Surveys offered: 389043
Responses: 213
Service provided: U.S. Trademarks mobile website
Transaction point: Online survey
Channel: mobile
People served: 1353021
Surveys offered: 364617
Responses: 90
Service provided: USPTO.gov account login
Transaction point: Login and customized customer dashboard
Channel: computer
People served: 4337645
Surveys offered: 644626
Responses: 94


Q1 2022

What we learned from this quarter's data:

On October 5, 2021, we completed the relaunch of the TEAS survey, and the survey response rate has increased from <0.001% to 8.4%. This significant improvement provides two primary benefits. First, we now have representative customer feedback data and can establish quantitative benchmarks for the redesign of the initial application form, which is Trademarks designated service for FY22 under the High Impact Service Provider (HISP) requirements. Additionally, we have a better understanding of customer behavior and preferred methods of providing feedback to us. The initial survey invitation was included within an existing filing receipt email sent to customers. While this was intended to reduce the burden on customers, this approach failed to generate meaningful customer feedback for us to improve their experience with. The relaunch changed the delivery method to an automated, and separate, email sent within 24-48 hours of the customers submission of a TEAS form. We will utilize this lesson for future customer research activities. The customer satisfaction and trust scores for our other channels remained consistent with FY21 scores.

Service details
Service provided: First office action during Trademark application prosecution
Transaction point: Within one week of receiving first office action
Channel: email
People served: 63551
Surveys offered: 18190
Responses: 352
Service provided: General trademark assistance via phone (TAC)
Transaction point: Within one week of call
Channel: email
People served: 22950
Surveys offered: 11993
Responses: 978
Service provided: Trademark Electronic Filing System (TEAS)
Transaction point: 24-48 hours after filing a form customers are sent a survey invitation email
Channel: computer
People served: 375870
Surveys offered: 64867
Responses: 4075
Service provided: U.S. Trademarks desktop website
Transaction point: www.uspto.gov
Channel: computer
People served: 5823967
Surveys offered: 1164793
Responses: 754
Service provided: U.S. Trademarks mobile website
Transaction point: Online survey
Channel: mobile
People served: 1289075
Surveys offered: 644538
Responses: 171
Service provided: USPTO.gov account login
Transaction point: Login and customized customer dashboard
Channel: computer
People served: 3874859
Surveys offered: 1549944
Responses: 321


Q4 2021

What we learned from this quarter's data:

Patents' contact center survey captures feedback for all 7 contact centers and help desks within Patents. This past quarter, the overall customer satisfaction score for Patents contact centers was 87%, with a score of 88% overall customer satisfaction for the entire FY. Additionally, the authenticated website respondents' overall satisfaction decreased by 2% points over Q3, with a 69% score for the FY; desktop respondents' overall satisfaction increased by 5% points over Q3, with a 71% score for the FY; and mobile respondents' overall satisfaction increased by 2% points over Q3, with a 68% score for the FY.

Service details
Service provided: First office action during Trademark application prosecution
Transaction point: Within one week of receiving first office action
Channel: email
People served: 67598
Surveys offered: 22460
Responses: 450
Service provided: General trademark assistance via phone
Transaction point: Within one week of call
Channel: email
People served: 26354
Surveys offered: 13931
Responses: 1468
Service provided: Trademark Electronic Filing System (TEAS)
Transaction point: After filing a form customers receive a confirmation email that contains instructions and the link to the survey
Channel: computer
People served: 391826
Surveys offered: 391826
Responses: 39
Service provided: U.S. Trademarks desktop website
Transaction point: www.uspto.gov
Channel: computer
People served: 6029849
Surveys offered: 1205970
Responses: 1643
Service provided: U.S. Trademarks mobile website
Transaction point: Online survey
Channel: mobile
People served: 1338134
Surveys offered: 669067
Responses: 391
Service provided: USPTO.gov account login
Transaction point: Login and customized customer dashboard
Channel: computer
People served: 3569422
Surveys offered: 1427769
Responses: 294


Q3 2021

What we learned from this quarter's data:

* Trademark Assistance Center survey - scores remained very positive and consistent with FY21 Q1 and Q2 results. * Trademark desktop website survey - scores increased slightly in Q3. This may be a result of redesigned Trademark Basics webpages based on past customer feedback for new-to trademarks customers, which published at the end of Q2. * Trademark mobile website survey - scores increased in all areas for Q3. This may be in part from the redesigned Trademark Basics webpages, but the mobile survey has also shown wider variance from quarter to quarter. * First office action survey - scores remained consistent from Q2 into Q3. * TEAS survey - response rates remain too low to confidently evaluate the service. We are in the process of changing the survey design and deployment method to improve response rates. * USPTO.gov account login survey - scores remained consistent from Q2 into Q3.

Service details
Service provided: First office action during Trademark application prosecution
Transaction point: Within one week of receiving first office action
Channel: email
People served: 60058
Surveys offered: 19238
Responses: 462
Service provided: General trademark assistance via phone
Transaction point: Within one week of call
Channel: email
People served: 29769
Surveys offered: 13427
Responses: 1381
Service provided: Trademark Electronic Filing System (TEAS)
Transaction point: After filing a form customers receive a confirmation email that contains instructions and the link to the survey
Channel: computer
People served: 432750
Surveys offered: 432750
Responses: 31
Service provided: U.S. Trademarks desktop website
Transaction point: www.uspto.gov
Channel: computer
People served: 6341735
Surveys offered: 1268347
Responses: 867
Service provided: U.S. Trademarks mobile website
Transaction point: Online survey
Channel: mobile
People served: 1453779
Surveys offered: 726890
Responses: 255
Service provided: USPTO.gov account login
Transaction point: Login and customized customer dashboard
Channel: computer
People served: 3542993
Surveys offered: 1417197
Responses: 257


Q1 2021

What we learned from this quarter's data:

Trademark Assistance Center scores remained largely consistent with FY20 scores, which are very positive and exceed industry benchmark. Overall customer satisfaction score was a 4.5 on OMB's 5-point scale; this is the highest of any Trademark service measured. Of note, the rate of respondents who "Strongly disagree" that their issue was resolved more than doubled from 4% to 10%, which is worthy of further analysis. * For the desktop website survey results, all six scores increased by a small amount (i.e., 0.1 to 0.2 points). This continues the trend of improvements noted in FY20 Q4. With six months of small increases in the score for information clarity, this suggest Trademarks investment in revising webpages based on user experience testing and plain language principles is improving quality. * The mobile website customer satisfaction score for Q1 is consistent with the FY20 score, but scores for ease to complete, clarity of information, and reasonable time increased by a small amount (i.e., 0.1 to 0.2 points) as compared to FY20 scores. * For the trademark application prosecution office action scores, the customer satisfaction score of 3.2 is consistent with FY20 score, but all five other Q1 scores increased as compared to FY20. The largest increase was in examiner helpfulness. uspto.gov account login survey scores increased by a moderate amount in all six questions. Overall customer satisfaction score increased by 8% to 3.8 on OMB's 5-point scale.

Service details
Service provided: First office action during Trademark application prosecution
Transaction point: Within one week of receiving first office action
Channel: computer
People served: 76751
Surveys offered: 20907
Responses: 308
Service provided: General trademark assistance via phone
Transaction point: Within one week of call
Channel: email
People served: 29246
Surveys offered: 12229
Responses: 981
Service provided: U.S. Trademarks desktop website
Transaction point: www.uspto.gov
Channel: computer
People served: 6357572
Surveys offered: 1271514
Responses: 1625
Service provided: U.S. Trademarks mobile website
Transaction point: Online survey
Channel: mobile
People served: 1499389
Surveys offered: 299878
Responses: 180
Service provided: Uspto.gov account login data collection details
Transaction point: Login and customized customer dashboard on myuspto.gov
Channel: computer
People served: 3887370
Surveys offered: 777474
Responses: 409


Service

Seeking assistance as a pro se applicant when filing a patent application

Description

“Pro se” applicants are those inventors who file patent applications without the assistance of a registered patent attorney or agent, and these customers abandon the patent application process at greater rates than others. To support them, the Patents Office operates the Pro Se Assistance Program that offers guidance, education, and tailored assistance throughout the application process.

Why this service was designated

While pro se applications comprise about 3% of all patent applications (about 3,500 applications/year), strengthening the assistance provided for independent inventor and small business communities can improve upon the equity and inclusion of the patent filing process.


Previously-reported Services

Prior to the first service designation exercise in 2022, HISPs were collecting data using methods unique to each agency, resulting in data that was not standardized. This previously-reported data was collected to increase visibility and awareness regarding customer experience through feedback data. Per A-11 guidance, service providers will collect feedback in a more standardized way.

Service   Previously-reported

Applying for a Patent

Description

The USPTO conducts surveys on its patent and trademark customer application to measure satisfaction for its contact center, uspto.gov website (desktop and mobile) and other channels.

Quarterly data reported

Q4 2022

What we learned from this quarter's data:

73.9% of responding trademark customers at the application step of the journey are satisfied with their experience. (FY22 aggregate is 72.7%)​ Customer and employee interactions remain very positive.​ For dissatisfied respondents, problems with log in and identity verification are expressed by customers in most surveys.

Service details
Service provided: Authenticated login to USPTO website
Transaction point: myuspto.gov
Channel: computer
People served: 3937274
Surveys offered: 936519
Responses: 198
Service provided: Patents customer support via phone
Transaction point: Within one week of call
Channel: email
People served: 61787
Surveys offered: 11769
Responses: 1057
Service provided: U.S. Patents desktop website
Transaction point: www.uspto.gov
Channel: computer
People served: 8186814
Surveys offered: 404882
Responses: 637
Service provided: U.S. Patents mobile website
Transaction point: Online survey
Channel: mobile
People served: 1281387
Surveys offered: 399535
Responses: 132


Q3 2022

What we learned from this quarter's data:

71.8% of responding trademark customers at the application step of the journey are satisfied with their experience. Customer and employee interactions remain very positive.​ For dissatisfied respondents, these trends emerge:​ - Log in, authentication, and session timeout issues ​ - Some user interfaces (e.g., TESS, TEAS, and www.uspto.gov on mobile) are difficult to navigate USPTO is using the customer survey data in the redesign of the Trademarks filing and search products. We have also been undergoing significant work to improve the authenticated login experience, which is still underway.

Service details
Service provided: Authenticated login to USPTO website
Transaction point: myuspto.gov
Channel: computer
People served: 4382826
Surveys offered: 936519
Responses: 198
Service provided: Patents customer support via phone
Transaction point: Within one week of call
Channel: email
People served: 58390
Surveys offered: 11769
Responses: 1057
Service provided: U.S. Patents desktop website
Transaction point: www.uspto.gov
Channel: computer
People served: 5858627
Surveys offered: 404882
Responses: 637
Service provided: U.S. Patents mobile website
Transaction point: Online survey
Channel: mobile
People served: 1267418
Surveys offered: 399535
Responses: 132


Q2 2022

What we learned from this quarter's data:

71.4% of trademark customers at the application step of the journey are satisfied with their experience. For the 12.5% of dissatisfied customers, these trends emerge: * Log in, authentication, and session timeout issues * Some user interfaces (e.g., TESS and TEAS) are difficult to use and undermine customer trust in USPTO

Service details
Service provided: Authenticated login to USPTO website
Transaction point: myuspto.gov
Channel: computer
People served: 4337645
Surveys offered: 429384
Responses: 257
Service provided: Patents customer support via phone
Transaction point: Within one week of call
Channel: email
People served: 58442
Surveys offered: 12340
Responses: 933
Service provided: U.S. Patents desktop website
Transaction point: www.uspto.gov
Channel: computer
People served: 6464352
Surveys offered: 305859
Responses: 764
Service provided: U.S. Patents mobile website
Transaction point: Online survey
Channel: mobile
People served: 1353021
Surveys offered: 167436
Responses: 159


Q1 2022

What we learned from this quarter's data:

On October 5, 2021, we completed the relaunch of the TEAS survey, and the survey response rate has increased from <0.001% to 8.4%. This significant improvement provides two primary benefits. First, we now have representative customer feedback data and can establish quantitative benchmarks for the redesign of the initial application form, which is Trademarks designated service for FY22 under the High Impact Service Provider (HISP) requirements. Additionally, we have a better understanding of customer behavior and preferred methods of providing feedback to us. The initial survey invitation was included within an existing filing receipt email sent to customers. While this was intended to reduce the burden on customers, this approach failed to generate meaningful customer feedback for us to improve their experience with. The relaunch changed the delivery method to an automated, and separate, email sent within 24-48 hours of the customers submission of a TEAS form. We will utilize this lesson for future customer research activities. The customer satisfaction and trust scores for our other channels remained consistent with FY21 scores.

Service details
Service provided: Authenticated login to USPTO website
Transaction point: myuspto.gov
Channel: computer
People served: 7113042
Surveys offered: 305859
Responses: 1493
Service provided: Patents customer support via phone
Transaction point: Within one week of call
Channel: email
People served: 52733
Surveys offered: 12340
Responses: 1073
Service provided: U.S. Patents desktop website
Transaction point: www.uspto.gov
Channel: computer
People served: 5823967
Surveys offered: 429384
Responses: 567
Service provided: U.S. Patents mobile website
Transaction point: Online survey
Channel: mobile
People served: 1289075
Surveys offered: 167436
Responses: 351


Q4 2021

What we learned from this quarter's data:

Patents' contact center survey captures feedback for all 7 contact centers and help desks within Patents. This past quarter, the overall customer satisfaction score for Patents contact centers was 87%, with a score of 88% overall customer satisfaction for the entire FY. Additionally, the authenticated website respondents' overall satisfaction decreased by 2% points over Q3, with a 69% score for the FY; desktop respondents' overall satisfaction increased by 5% points over Q3, with a 71% score for the FY; and mobile respondents' overall satisfaction increased by 2% points over Q3, with a 68% score for the FY.

Service details
Service provided: Authenticated login to USPTO website
Transaction point: myuspto.gov
Channel: computer
People served: 3569422
Surveys offered: 1427769
Responses: 237
Service provided: Patents customer support via phone
Transaction point: Within one week of call
Channel: email
People served: 23525
Surveys offered: 18589
Responses: 1061
Service provided: U.S. Patents desktop website
Transaction point: www.uspto.gov
Channel: computer
People served: 6029849
Surveys offered: 1205970
Responses: 775
Service provided: U.S. Patents mobile website
Transaction point: Online survey
Channel: mobile
People served: 1338134
Surveys offered: 669067
Responses: 150


Q3 2021

What we learned from this quarter's data:

* Trademark Assistance Center survey - scores remained very positive and consistent with FY21 Q1 and Q2 results. * Trademark desktop website survey - scores increased slightly in Q3. This may be a result of redesigned Trademark Basics webpages based on past customer feedback for new-to trademarks customers, which published at the end of Q2. * Trademark mobile website survey - scores increased in all areas for Q3. This may be in part from the redesigned Trademark Basics webpages, but the mobile survey has also shown wider variance from quarter to quarter. * First office action survey - scores remained consistent from Q2 into Q3. * TEAS survey - response rates remain too low to confidently evaluate the service. We are in the process of changing the survey design and deployment method to improve response rates. * USPTO.gov account login survey - scores remained consistent from Q2 into Q3.

Service details
Service provided: Authenticated login to USPTO website
Transaction point: myuspto.gov
Channel: computer
People served: 3542993
Surveys offered: 1417197
Responses: 172
Service provided: Patents customer support via phone
Transaction point: Within one week of call
Channel: email
People served: 20952
Surveys offered: 15543
Responses: 871
Service provided: U.S. Patents desktop website
Transaction point: www.uspto.gov
Channel: computer
People served: 6341735
Surveys offered: 1268347
Responses: 796
Service provided: U.S. Patents mobile website
Transaction point: Online survey
Channel: mobile
People served: 1453779
Surveys offered: 726890
Responses: 151


Q2 2021

What we learned from this quarter's data:

Patents' contact center survey now is used to capture feedback for all 7 contact centers and help desks within Patents. This past quarter, the overall customer satisfaction score for Patents contact centers and help desks was 84/100. Patents maintained a 10.8 point lead over the live agent service center industry benchmark and continued to exceed its internal target CSAT score of 82/100, which is included as a key metric in the U.S. Patent and Trademark Office (USPTO) balanced score card. Additionally, the authenticated website respondents' overall satisfaction decreased by 7 points from 73% to 67%; desktop respondents' overall satisfaction decreased by 5 points from 74 to 69%; and mobile respondents' overall satisfaction decreased by 5 points from 67% to 62%. There were a few significant outages or disruptions that may have impacted user perceptions across the entire digital environment in March. There may also have been seasonal reasons for the shift based on historical trend analysis. Patents observed that again the net promoter ratios for overall satisfaction slightly decreased for all surveys and most questions within the surveys, indicating more users moved out of the promoter group and into the neutral or detractor groups. Screen reader support enabled.

Service details
Service provided: Authenticated login to USPTO website
Transaction point: myuspto.gov
Channel: computer
People served: 8321242
Surveys offered: 673190
Responses: 236
Service provided: Patents customer support via phone
Transaction point: Within one week of call
Channel: phone
People served: 65501
Surveys offered: 2189
Responses: 1285
Service provided: U.S. Patents desktop website
Transaction point: www.uspto.gov
Channel: computer
People served: 6678523
Surveys offered: 1335705
Responses: 952
Service provided: U.S. Patents mobile website
Transaction point: Online survey
Channel: mobile
People served: 1642719
Surveys offered: 821360
Responses: 169


Q1 2021

What we learned from this quarter's data:

Trademark Assistance Center scores remained largely consistent with FY20 scores, which are very positive and exceed industry benchmark. Overall customer satisfaction score was a 4.5 on OMB's 5-point scale; this is the highest of any Trademark service measured. Of note, the rate of respondents who "Strongly disagree" that their issue was resolved more than doubled from 4% to 10%, which is worthy of further analysis. * For the desktop website survey results, all six scores increased by a small amount (i.e., 0.1 to 0.2 points). This continues the trend of improvements noted in FY20 Q4. With six months of small increases in the score for information clarity, this suggest Trademarks investment in revising webpages based on user experience testing and plain language principles is improving quality. * The mobile website customer satisfaction score for Q1 is consistent with the FY20 score, but scores for ease to complete, clarity of information, and reasonable time increased by a small amount (i.e., 0.1 to 0.2 points) as compared to FY20 scores. * For the trademark application prosecution office action scores, the customer satisfaction score of 3.2 is consistent with FY20 score, but all five other Q1 scores increased as compared to FY20. The largest increase was in examiner helpfulness. uspto.gov account login survey scores increased by a moderate amount in all six questions. Overall customer satisfaction score increased by 8% to 3.8 on OMB's 5-point scale.

Service details
Service provided: Authenticated login to USPTO website
Transaction point: myuspto.gov
Channel: computer
People served: 3887370
Surveys offered: 777474
Responses: 187
Service provided: Patents customer support via phone
Transaction point: Within one week of call
Channel: phone
People served: 55955
Surveys offered: 10430
Responses: 1002
Service provided: U.S. Patents desktop website
Transaction point: www.uspto.gov
Channel: computer
People served: 6357572
Surveys offered: 1271514
Responses: 775
Service provided: U.S. Patents mobile website
Transaction point: Online survey
Channel: mobile
People served: 1499389
Surveys offered: 299878
Responses: 140