Our promise to you...
Emerald service charter

At Emerald we value supporting real impact through an equitable, sustainable community, underpinned by healthy practices, and delivered through a seamless customer experience.

We want our customers to:

  • See real examples and evidence of societal change.
  • Be able to understand, share and review the under-pinning research supporting these changes within our goal areas
  • Get inspired and learn how to make these changes through the implementation of healthy practices.
  • Be able to collaborate to make change happen.

In doing so we want to support our customers, researchers and partners by giving them the kind of service that builds confidence and trust. To help us do this we have made these simple commitments to you – they explain how we want to do business and the service standards you should expect from us in everything we do, no matter who you contact or work with at Emerald.

Our service charter

Let you know

We’re a knowledgeable team, and here to guide you through the process. 

We’ll keep you up to date with where you are, and what to expect each step of the way. 

We’ll always explain our decisions and outcomes. 

We’ll help you to understand your products and make the most use of them.

85% of customers & authors agree or strongly agree we are delivering well against this service commitment*

Hold our hands up

We aim to get things right first time, but if we don’t, we’ll hold our hands up and solve it, calmly and proactively.

We don’t always have all the answers, but we’ll learn, grow and adapt.

We don’t do quick fixes, we look for the right solutions, even if it takes a little more time.

76% of customers & authors agree or strongly agree we are delivering well against this service commitment*

Make it easy

We want your experience to be easy, stress free and seamless.

We’ll share information that is clear and easy to understand.

We like to keep it simple and won’t overcomplicate things.

84% of customers & authors agree or strongly agree we are delivering well against this service commitment*

Listen to your views

We value your views as they shape what we do.

We invite your feedback on how we are doing.

We make getting in touch easy.

79% of customers & authors agree or strongly agree we are delivering well against this service commitment*

Accountable to you

We are transparent about our publishing ethos.

We take a balanced viewpoint.

We put our principles into practice.

85% of customers & authors agree or strongly agree we are delivering well against this service commitment*

On your side

We know positive change can only happen when everyone works together, so we’ll make you feel part of a community you can trust & rely on.

We’ll listen to you and your needs.

We go the extra mile to find ways to make your research more impactful.

81% of customers & authors agree or strongly agree we are delivering well against this service commitment*

Treat you like an individual

Research matters to us regardless of your gender, class, religion, sexual orientation, race, or anything else; we’re committed to treating everybody equally.

We are flexible and personal and treat everyone as individuals with the same care and attention.

You can expect local knowledge, relevant to you and your needs.

82% of customers & authors agree or strongly agree we are delivering well against this service commitment*

Unique & memorable experience

We’ll continue to innovate and change things that stand in your way to make your experience with us truly unique and memorable.

We’ll always be friendly and responsive.

We’re committed to giving you a choice of publishing routes and purchase options.

80% of customers & authors agree or strongly agree we are delivering well against this service commitment*

How we're doing

It's really important to us that we listen to what you are saying about our service and make changes where we need to, in order to improve our service to all our customers. We regularly monitor our performance to give our customers and authors a chance to tell us how they think we are doing.

As part of our experience survey, which took place between October and December 2020, we asked our authors and customers how many stars they would rate us out of five stars, we’ll update these results every six months. We scored 4.4 stars average rating from authors, and 4.1 from customers.

*Commitment metrics in the service charter were assessed in June 2021 through our experience survey asking authors and customers how much they agree or disagree that Emerald is delivering against these commitments.

Get a PDF version of our service charter

Download the charter

Nominate a 'Service hero'

We want to recognise our everyday heroes at Emerald who go the extra mile to make a difference, big or small, to our customers, authors and research partners.

To nominate an Emerald colleague who you feel has delivered against these promises, or stood out for their great customer service ethic, please fill in this form. They'll receive the recognition they deserve and it will help us to continually improve our service by sharing their stories and the difference it made to customers – thank you for taking the time.

  • 1 Current Nominee details
  • 2 Reason for nomination
  • 3 Your details (optional)
  • 4 Complete

Please give as much information as possible but don’t worry if you can’t remember all their details – by explaining what they did and why they stood out for their great customer service ethic, you'll help us reach the right person.

Department they work in

 


If your nomination involves more than one person, please add their details below.

Department they work in