EUIPO Up Close and Personal: Tailored Customer Services and Better Accessibility

Every customer is different. In fact, that’s why the EUIPO has gone to great lengths to move its customer relationship management from a ‘one size fits all’, to a more personalized experience. This is also the philosophy behind a series of initiatives that the Office started to put into place already in 2020 and which have recently become more apparent with the release of a beta version of the EUIPO’s site with content and services tailored to different audiences.

But the tailoring of content and services goes further than the web itself, the EUIPO has also put in place thirteen specialised teams of examiners that focus their work on the specific needs of the different customer segments.

These dedicated groups of examiners are involved in explaining first-hand the processes and tools made available by the Office as well as supporting applicants in the process of registering a trade mark or design.

As the examiners work hand in hand with the EUIPO’s Information Service staff, customers can now schedule calls with them or even get help when filing an application. From choosing the right trade mark type to assistance with the list of goods and services, they are able to guide the applicants in the process of protecting their intellectual property, although they do not offer legal advice.

How can I reach an examiner?

Customers can call the information centre during opening hours and ask to be transferred to an examiner

Please note that as of 12 June 2023, a NEW Customer Care service mailbox will be available:

CustomerCare@euipo.europa.eu

Avoiding deficiencies

Guidance is crucial when applying for a trade mark or design, but what happens next?

Specialised groups of examiners are working on several initiatives to help customers along the registration process and in the lifetime of their trade marks and designs. For example, examiners contact applicants when they find a deficiency in their applications and provide support for them  to find a solution. They may also contact both parties in an opposition procedure to suggest reaching  a friendly settlement.

Mistakes that in the past meant an official notification, like for example minor mistakes in the  representation of a figurative trade mark, are now solved with a simple phone call.

Looking at results

This customer centric approach to the EUIPO’s services has made a difference in customer satisfaction too. According to the latest customer service survey, which the Office conducts every year, customers indicate a 90% satisfaction rate with the EUIPO in general. The Office's core services related to EU trade marks and Community designs are valued at 91% and satisfaction with examiners stands at a remarkable 89%.

Source: EUIPO

Editor: IPR Daily-Ann