Customer-oriented approach in digital monitoring of the use of intellectual property objects
Abstract
A customer-centric approach is considered as a key element in effectively monitoring the use of intellectual property in the business activities of Russian companies. A sociological survey in the form of a questionnaire was used to collect empirical data. The methodology included seven key areas of analysis: completeness and reliability of information, request processing speed, customer effort, quality of the technical solution, interaction culture, subjective assessment, and service development opportunities. The scientific novelty of the study lies in the development and validation of a proprietary digital service evaluation methodology based on adapting customer-centric principles to the specifics of official statistics collection. The practical significance lies in the fact that the obtained results form an evidentiary basis for reengineering the existing service and a justified transition to a unified GIS Digital analytical platform for providing statistical data, focusing developers on the real needs of users.
About the Authors
A. V. Aleksandrova
Federal Institute of Industrial Property
Russian Federation
Russian Federation
Anna V. Aleksandrova, Cand. Sci (Technical Sciences), Associate Professor, Senior Researcher, Head of the FIPS Analytical Center
Moscow, Berezhkovskaya emb., 30, bld. 1
S. O. Gradskova
Federal Institute of Industrial Property
Russian Federation
Russian Federation
Svetlana O. Gradskova, Deputy Head of the FIPS Analytical Center
Moscow, Berezhkovskaya emb., 30, bld. 1
S. Yu. Ulyashina
Federal Institute of Industrial Property
Russian Federation
Russian Federation
Svetlana Yu. Ulyashina, Cand. Sci. (Economics), Associate Professor, Head of the Intellectual Property Monitoring Sector, FIPS Analytical Center
Moscow, Berezhkovskaya emb., 30, bld. 1
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Review
For citations:
Aleksandrova A.V., Gradskova S.O., Ulyashina S.Yu. Customer-oriented approach in digital monitoring of the use of intellectual property objects. Bulletin of Federal institute of industrial property. 2025;4(4):354–363. (In Russ.)
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