Voice of Customer

At Clarivate, we believe that the best results come from working together in respectful partnership with our colleagues and customers. We aim to delight our customers in all that we do – by gathering facts and insights and delivering what you need when you need it, before you’ve had a chance to ask. We are committed to acting with integrity and are accountable to ourselves, our colleagues, our customers and our communities.


We value your feedback.

A big “thank you” to those that took the time to respond to the Customer Survey from Clarivate. We take your feedback seriously and are constantly driving towards actions that will enhance your experience with us. Your input is at the center of our growth strategy and we will continue to act on your feedback, including improving our products and content offerings.

Jonathan Gear
CEO, Clarivate

You asked. We acted.

So far in 2023, we’ve received feedback from more than than11,000 customers as part of our Voice of Customer survey program. Here are a few examples of the significant improvements made thanks to your comments and suggestions:

Improved data quality

You told us that accurate, high-quality information is critical.

Proof Point: We are making deep investments in data products such as Brand Landscape Analyzer and Trademark Watch Analyzer, new, AI-powered products for IP professionals. These modernized products stand out for their comprehensiveness, accuracy, scope and data interconnectivity, creating new, actionable insights that empower customers to make confident, data-driven decisions.

Better user experience

You asked for a better user experience with our products.

Proof Point: We continue to enhance Cortellis CMC Intelligence™, the world’s only organized, timely and accurate source of regulations and local practices for CMC (Chemistry, Manufacturing and Controls). These recent improvements empower users to quickly identify relevant content, offer an intuitive and optimized selection-edit feature, and enable easier access to Clarivate experts.

Proof Point: We have also improved our Web of Science™ researcher profiles. This year we introduced automatic updates to profiles, saving users time by keeping those profiles updated with new articles and preprints. In addition to enabling hands-off profile management, automatic updates have successfully removed a significant number of duplicate profiles.

Better customer service

You asked for faster and higher quality customer service.

Proof Point: We have invested in and rolled out several process improvements that allow for a better customer experience. Recent upgrades have included new roaming expiration alerts for Web of Science customers, a reengineered tool for additional self-service capabilities on research articles and new self-service functionality that helps customers with profile deletion eliminating the need to contact our Customer Care teams.

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We care about your privacy

The Clarivate privacy program is built on a strong foundation of internationally accepted privacy principles and is a reflection of Clarivate company values in action. We seek to continuously improve and enhance our privacy program, and carry on our tradition of upholding high standards in collecting and processing personal data across our business practices, products and services.

Visit the Clarivate privacy center to access our privacy notices, find information on your privacy rights and make updates to your marketing preferences.

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