TAILIEUCHUNG - 1998 Customer Satisfaction Report

Providing high quality services to our customers continues to be one of the top priorities of the Patent and Trademark Office. Having myself been a customer of the Patent and Trademark Office for over 20 years, I am firmly committed to issuing quality patents, registering quality trademarks and providing high quality customer service. Each of our major business areas, which include Patents, Trademarks, and Information Dissemination, has established customer service standards based on input from our customers. We continue to evaluate our progress against these standards by regularly contacting and interacting with our customers. | 1998 Customer Satisfaction TRADEMA ND RK A T O Report F N F E I C T A E P U N A IT C E I D ER S M TATES OF A . Department of Commerce Patent and Trademark Office Washington, DC 20231 . Patent and Trademark Office . Patent and Trademark Office 19981998 CustomerCustomer SatisfactionSatisfaction ReportReport Issued April 1999 . Department of Commerce Patent and Trademark Office Table of Contents Letter from Q. Todd Dickinson, 1 Acting Assistant Secretary of Commerce and Acting Commissioner of Patents and Trademarks Customer Service Standards .2 Measuring Customer Satisfaction 5 1995, 1996 and 1998 Results– 6 Customer Satisfaction Survey Improvement in Customer Service Delivery12 Success Providing high quality services to our customers continues to be one of the top priorities of the Patent and Trademark Office. Having myself been a customer of the Patent and Trademark Office for over 20 years, I am firmly committed to issuing quality patents, registering quality trademarks and providing high quality customer service. Each of our major business areas, which include Patents, Trademarks, and Information Dissemination, has established customer service standards based on input from our customers. We continue to evaluate our progress against these standards by regularly contacting and interacting with our customers. This year, for the third time, we are publishing our Customer Satisfaction Report which outlines our standards and the results of our performance against these standards. This year we are also reporting the results of surveys for the key products and services of our Information Dissemination Organization which had very favorable overall satisfaction rates. While the overall satisfaction of our patent and .

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