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Website Satisfaction Survey

The United States Patent and Trademark Office (USPTO) is committed to monitoring and improving visitor satisfaction. We have engaged ForeSee to help us find out what our website visitors think we're doing well and what we can do to improve www.uspto.gov. To carry out the website satisfaction survey, a random selection of visitors will be presented with a pop-up survey invitation when visiting our site.

This survey will allow the USPTO to collect meaningful customer satisfaction data about site content, functionality, visual appeal, navigation, search, performance, overall satisfaction, and other aspects. Users can also provide more detailed feedback, suggest improvements, or explain their needs by answering open-ended questions.

The last USPTO website satisfaction survey was in 2004-2005 and since then www.uspto.gov has undergone a redesign for the purpose of enhancing the customer’s experience and improving site management capabilities.  We recognize our user community’s feedback is one of the most important tools we have in measuring the success of our website.  The results of this survey will help us plan and prioritize future site enhancements.

Please see below for answers to some questions you might have. 

Why am I receiving a pop-up survey from ForeSee?

  • The USPTO recognizes customer feedback as a vital tool in improving the USPTO website.   We have engaged ForeSee to help us find out what our customers think we're doing well and what we can do to improve www.uspto.gov. As a result, visitors to our main site may be presented with a pop-up survey up to once every 90 days.

Who is Foresee?

  • ForeSee is a leader in online customer satisfaction measurement for both public and private sector organizations, and employs the University of Michigan’s American Customer Satisfaction Index (ACSI) methodology. ForeSee, formerly known as ForeSee Results, is a private company that partners with the Federal Consulting Group to facilitate satisfaction surveys for federal agencies.

How will I be selected to participate in the survey?

  • The survey will appear to a randomly selected 20 percent sample of all visitors after viewing two pages on the www.uspto.gov website.

Will USPTO employees participate in the survey?

  • USPTO employees are encouraged to provide feedback on their experience with the site whenever they are randomly selected to participate.

When will the survey begin and how long will it last?

  •  The survey began December 7, 2010, and is expected to run at least 12 months.

Is the survey mandatory?

  • No. Your participation in this randomized survey is completely voluntary.  If you choose not to participate in the survey, you are not prevented from using the features of any USPTO website.  If you wish to provide feedback without taking the survey, you may send an e-mail directly to webmaster@uspto.gov.  If you have an immediate concern, please reach out to us using the information listed on the “Contact Us” page on the USPTO website.

If I have taken the survey must I take it again?

  • If you have received an invitation, there is a chance you may get an invitation when you visit the site again after 90 days.  If you receive a new invitation, you are encouraged to take the survey again so we can measure satisfaction with any changes to your experience on the site.  We hope you’ll participate each time you receive an invitation, but your participation is completely voluntary.  Please note that the survey uses persistent cookies to reduce your chances of getting multiple invitations.  If you block cookies, remove them, or use a different computer to access our website, you may get an additional invitation before 90 days has passed.

What is a “persistent cookie” exactly?

  • The persistent cookie used by this survey is a piece of code that stays on your computer for 90 days.  It does not collect any personal information and is only used to prevent your getting multiple invitations to our survey during a 90-day period.  The Office of Management and Budget has authorized Federal agencies to use cookies for this type of purpose.  To learn more about how you can control cookies, please see instructions at  http://www.usa.gov/optout_instructions.shtml.

What should I expect?

  • A series of windows will guide you through the survey process.  If you are a randomly selected visitor to www.uspto.gov, you will receive the survey invitation after you view two pages on the main site.  If you accept the invitation, a confirmation window will remain in the background as a reminder until you leave the www.uspto.gov site.  Once you leave, you’ll be asked if you’re ready to take the survey – you will have the opportunity to take it then, or “Provide Feedback Later” when you’re ready. When you’re ready to take the survey, you’ll be presented with 25-30 simple questions. You may or may not notice that the USPTO has several websites that are designed for different purposes; each site displays a unique URL in your browser’s address bar.  The customer satisfaction survey is only active on www.uspto.gov.  Other uspto.gov websites are not currently part of the survey sample, so you won’t receive an invitation if you go immediately to those other systems.  Once you have accepted an invitation, however, you’ll be asked if you’re ready to take the survey as soon as you leave the main site.

Will the survey interrupt my eBusiness transaction on a uspto.gov website?

  • No.  The survey windows are designed to appear when you are using or exiting the main site, www.uspto.gov, and will not interrupt transactions on other uspto.gov sites.

How long will the survey take to complete?

  • It takes approximately five minutes to answer the survey questions.

Are my answers anonymous?

  • All responses will remain anonymous and confidential. No personal information about you will be reported to us unless you choose to provide it as part of a comment.

Will someone get back to me about the survey?

  • We regret that we are unable to follow up individually to survey responses, but will carefully consider all responses as valuable input for planning and prioritizing improvements to our site. If you have an immediate concern, please reach out to us using the information listed on the “Contact Us” page on the USPTO website.

How will the USPTO share results from the survey?

  • On a quarterly basis, ForeSee releases the ACSI E-Government Online Customer Satisfaction Index, which benchmarks citizen satisfaction for participating federal government websites.  USPTO will be working with ForeSee and the Federal Consulting Group to identify the best time to communicate initial results to the public, and to formulate a plan for publishing its summarized findings.

Why are there all these different windows and what do they mean?

  • You may expect to see a series of windows that present options for you to take the survey.

INVITATION PAGE – presented to 20% of the visitors after 2 page views, unless they’ve already taken the survey in the past 90 days.


CONFIRMATION PAGE – response to “Yes, I’ll give feedback”



QUALIFYING PAGE – presented on exit condition:

 

SURVEY PAGE – presented after “Start Survey” is selected.

 

COMPLETION NOTICE – presented after a completed survey is submitted. 

 

 

United States Patent and Trademark Office
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Last Modified: 9/15/2011 6:36:19 PM