Transparency data

IPO customer service standards

The IPO customer service standards tell you the level of service you can expect and how we are performing against them.

Documents

2017 to 2018 performance

2016 to 2017 performance

2015 to 2016 performance

2014 to 2015 performance

2013 to 2014 performance

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Details

We review these standards regularly to try to improve them.

We will:

  • respond to over 80% of general e-mail enquiries, letters and faxes to our Information Centre within 1 working day and over 95% within 5 working days
  • answer 80% of telephone calls to our Information Centre within 20 seconds
Published 9 July 2014
Last updated 19 December 2017 + full page history
  1. Figures for April 2017 to March 2018 updated.
  2. Figures for April to October 2017 added.
  3. Figures for November and December 2016 added.
  4. Figures for October added.
  5. Figures for September 2016 performance against standard added.
  6. Figures for July and August 2016 added.
  7. Figures for June 2016 added.
  8. Figures for April and May 2016 added.
  9. 2015 to 2016 PDF updated with March 2016 figures.
  10. Figures for February 2016 added.
  11. Figures for January 2016 added.
  12. Figures for November and December added
  13. Figures for October added.
  14. Figures for September 2015 added.
  15. Figures for July 2015 added.
  16. Figures for June 2015 added.
  17. Figures for May 2015 added.
  18. Figures for April 2015 have been added.
  19. March 2015 service standard data added.
  20. The published note of 10 April 2015 reads 'Figures for January 2015 have been added' this should of read 'Figures for February 2015 added'.
  21. Figures for January 2015 have been added.
  22. Figures for January 2015 have been added.
  23. Figures for December 2014 have been added.
  24. Figures for Nov 2014 have now been published.
  25. October 2014 Performance against Customer Service Standards figures have been published.
  26. 2014 to 2015 performance added.
  27. First published.