Delighting our customers

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 Clarivate’s Customer Delight Survey. 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.

Many thanks for your continued support,

Jerre Stead
Executive Chairman and CEO, Clarivate

You asked, we acted

Twice a year, we send out a customer delight survey to understand how we can serve you better. Below are a few new initiatives we’ve launched based on your feedback. Your next opportunity to provide us with feedback through our customer surveys will start on October 12, 2021.

Improved data quality

You told us that the timeliness of our information is critical.
We have increased when content is “available” in our products and have seen an increase in overall timeliness over the recent months.

Better user experience

You asked for a better user experience with our products. We have made a number of updates to a wide range of our products and have developed product roadmaps for each of our core product lines. Please connect with your account manager for details.

Improved responsiveness

You asked for improved responsiveness. We have created three global business centers in Chandler Arizona, Belgrade Serbia and Penang Malaysia that will provide customer service and account support. We measure our ability to answer your questions quickly and accurately.

Better customer service.

You asked to improve the quality of our customer service. We have begun measuring first contact resolution and the effort it takes you to get an answer. This will help us improve the responsiveness and quality of our interactions.

Recent product enhancements

EndNote 20

  • New, modern interface: Save time preparing manuscripts and managing your bibliographies with a more intuitive user interface preferred by 95% of customer testers
  • Improved PDF reading: Read and annotate more easily with PDFs that open full size, and an intuitive toolbar that frees up your mind to think about the ideas in the paper instead of how to add your notes
  • Enhanced deduplication: Save hours deduplicating the content in your library by searching on unique fields like DOI and PMCID


  • New user interface: A more intuitive platform with intuitive workflows and dynamic in-product guidance
  • Citation Topics: A new way for users to view research based on the citation relationships between documents. Identify clusters independently of the source. Spot trends on publications and institutions and assess their impact.
  • Funding agency data: Option to include data obtained directly from funding agency sources and to analyze funding agencies located in one or more countries/regions
  • Three new indicators in the Publication Sources entity: Publisher (all), Publisher (unified), and Average JIF Percentile. The Average Journal Impact Factor Percentile takes the sum of the JIF Percentile for each category and then calculates the average from those values

Web of Science

  • The new Web of Science: We’re evolving Web of Science to help you thrive in a complex landscape. The new Web of Science has an inclusive interface, faster page loads, improved design and is built for ongoing iteration.
  • New My Research Assistant: A mobile-only application that enables researchers to easily search, save and share publication records of the trusted research data in the Web of Science citation index using their mobile devices. Learn more.
  • Arabic Citation Index: Now available on new Web of Science. Gain a more comprehensive view of the world’s research landscape with access to content from hundreds of hard-to-find Arabic language journals.
  • Web of Science Reviewer Locator for Funders: A new and simplified solution for Funders that allows them to find, screen, and connect with the right reviewers based on relevant authored publications in the Web of Science Core Collection.
  • Recent enhancements:
    • New Author Impact Beamplots: A new interactive tool that showcases the range of a researcher’s publication and citation impact in a single visualization. Learn more.
    • Author record improvements: You can now submit corrections to Author Records in the new Web of Science— merge multiple records together or remove articles written by other people.
    • Food Science and Technology Abstracts (FSTA®): The food science resource is now available for you to explore on new Web of Science. FSTA provides thorough coverage of pure and applied research in food science, food technology, and food-related nutrition.
    • Alerting and Search improvements: From full records, you can create a Citation Alert for the publication, which will send you an email every time it gets cited by future publications. Cited Reference Search now available in the new Web of Science, allowing you to search for records that have cited a published work, navigating the citation index for recent scholarly works related to your topic of interest.
    • Export improvements: Now export up to 1000 records at a time to EndNote Desktop or as plain text. Export a citation report from the new Web of Science. We have added RIS export, a format that is supported by many bibliographic management tools, to the Web of Science Core Collection™.


Darts-ip, which joined Clarivate approximately 15 months ago, provides data and search technology to enable businesses to assess litigation risks and therefore make confident IP and legal decisions. We are integrating those capabilities into CompuMark (trademark research), Derwent Innovation (patent research), and Incopat (patent research specific China) to provide a better customer experience and support cross sell.

  • Integrated Darts-ip data into Incopat, which joined Clarivate in October 2020
  • Extended integration of Darts-ip into CompuMark via “monetized integration dashboard”
  • Extended integration of Darts-ip into Derwent Innovation via a “litigation layer”

Patent Intelligence

  • Commercially launched Clarivate Chemistry Research.  This is a new product designed to enable chemists to conduct R&D based on a combination of Derwent and Web of Science data and AI driven search tools. Learn more.
  • Sequencebase, which joined Clarivate in Sept 2019, provides patent sequence data and technology specific to biotech, pharma and chemical industries. We integrated Sequence data and search technology into Derwent Innovation in 2021. This release represents a series of improvements to that integration to provide a better user experience. Enhanced Sequencebase/Derwent Innovation integration with series of user experience enhancements.
  • Integrated CompuMark data into IP Folio (IPMS), including trademark watch ordering
  • Innography – integrating DWPI data, Compumark Trademarks, and full text from 51 to 75 authorities
  • Created initial integration of Connect into Foundation IP via event tab
  • Released additional 12 Designs datasets for PTO Image Search
  • Released platform rebrand for PTO Image Search
  • Biopharma and Medtech Insights Platform: Navigational and layout enhancements, including redesigned home pages, search bar quick links, and content directory enhancements, providing an improved experience.
  • Context Matters: Expansion of HTA coverage documents for rare disease therapies so you can understand the orphan status, disease condition features, and study design.
  • Cortellis Analytics Drug Timeline & Success Rates: Added China, South Korea and Singapore to the list of countries covered in DTSR.
  • Cortellis Clinical Trials Intelligence: Two new trial arms filters (Trial Arms Labels and Trial Arms Types) allow customers to more granularly pinpoint and analyze trials based on the arm and arm type used by their competitors.
  • Cortellis CMC Intelligence: Addition of new biologic CMC content and features will support pharma, biotech and generics organizations in their quest to efficiently and accurately plan and prepare their CMC regulatory dossier submissions, ultimately allowing them to bring life-saving medicines to patients faster. Learn more.
  • Cortellis Drug Discovery Intelligence: A series of enhancements, including a new Drug-Drug Interaction knowledge area; expanded organic synthesis content; improvements to Genes and Targets knowledge area to support target identification and drug repurposing; new Target scape and Disease Briefing indices that can be browsed on the home page.
  • Cortellis Generics Intelligence: New global pricing trends and LATAM market share modules. New alerting options for the Constraint Date Forecast to closely follow loss of exclusivity opportunities. Addition of contract manufacturers’ data helping our users to source contract manufacturing capabilities and evaluate the competitive landscape.
  • Cortellis Regulatory Intelligence: A new user interface to optimize search, navigation and visualization of regulatory content. New EAEU (Eurasian Economic Union) module now available to support customers operating in those markets.
  • Healthcare Business Insights Learning Portal migrated to a new platform: the new Learning portal provides real-time learner insights for trainers and features a cleaner interface and improved dashboard for the learners.
  • Incidence & Prevalence Database (IPD) API: The Incidence & Prevalence Database (IPD) covers over 4,500 diseases, procedures, symptoms and other health issues for incidence, prevalence, morbidity, mortality, comorbidity, treated or diagnosed rates, cost and much more and provides an efficient way to look at epidemiology data. The new API provides a programmatic access to that data, making it easier for our customers in the pharma industry to incorporate epidemiology data into their dashboards and analysis.
  • Market Tracking: Medical Supply Distribution: Clarivate has been selected by the Healthcare Industry Distributors Association (HIDA) to take on their consortium data program. By combining the HIDA distributed sales data with our existing hospital purchasing dataset and patient claims data, you can access the industry’s most comprehensive view of the medical device market.

Supporting our community

In this unprecedented time, our top priority at Clarivate has continued to be our community — our customers, our colleagues and our partners.

Our teams continue to operate at full capacity, maintaining all expected levels of service and support so that you continue to enjoy a great experience via all of our products and services.

Accelerate research, preparedness and response to future pandemics.

We recently launched a Coronavirus, Virology, and Infectious Disease (CVID) Data Lake to support global researchers and policy makers in their efforts to make data-driven decisions that accelerate disease response, prevent and prepare for future pandemics.

  • Learn more about the CVID data lake.

    Innovation in focus

    Get insights into what’s driving global innovation

    The Clarivate privacy program

    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.