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Collage showing the new U S P T O building during construction as well as people working in an office. Image is part of the header for the U S P T O Performance and Accountability Report for Fiscal Year 2003
United States Patent and Trademark Office
Performance and Accountability Report Fiscal Year 2003
Management Discussion and Analysis

Table of Contents |  Management |  Financial |  Supplemental |  Auditor |  IG |  Other

Customer Satisfaction with the Trademarks Issued

The following table presents the values given in the increasing customer satisfaction graph for the trademarks issued for the last four fiscal years.

Target and Actual Customer Satisfaction Rates for Trademarks Issued for the last 4 Fiscal Years
  FY 2000 FY 2001 FY 2002 FY 2003
Target 72% 65% 72% 75%
Actual 65% 70% 65% 70% not met

DATA VALIDATION AND VERIFICATION

  • Data source: Customer surveys.
  • Frequency: Surveys are conducted and results are reported annually.
  • Data storage: Paper files and electronic files.
  • Verification: Internal statistician develops data instrument, conducts survey, and compiles results. Review of results is performed internally by Trademark management.
  • Data Limitations: None.

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