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WORKSHOP
WORKSHOP

7 November 2019

11:00 – 12:30 First Parallel Session

WORKSHOP: INTERNAL CUSTOMER SURVEYS

  11:00 - 12:30
  Room: Leidsche Meesters

Track I: Communication

Internal Customer Surveys

We all depend on researchers being satisfied with our services. We need them to return to us with invention disclosures regardless of previous rejection, disappointment with the development of previous inventions, or having endured a lengthy and complicated commercialisation route. The researcher is king and we, as KTOs, need to make sure that our services match both expectations and requirements. Some of us also rely heavily on good relationships with heads of departments and deans; they are often very important allies when we deal with complicated issues. Therefore, it might be a worthwhile, if not essential, to occasionally take the temperature among our customer groups. In this workshop, we shall look at ways this can be done: what type of questions need to be asked and how often; which format delivers the best feedback to help us improve, develop and maintain a happy client base?

Facilitators:

Stein Eggan, CEO, NTNU TTO AS, Norway
Karen Laigaard, Head of Technology Transfer, University of Copenhagen, Denmark