We’ve written before about how our Transfer Desk works and what we think the experience is like for our authors. But the real proof is in what our authors say. And because we both want to learn how to improve, and also get honest feedback from our authors—our customers—we survey every author offered a transfer (whether they accept the offer or not).
So what did we learn in 2020? We surveyed nearly 50,000 authors—about half of whom accepted the transfer offer and half declined.
Authors accepting a transfer offer overwhelmingly liked the service—with 97% rating us as excellent or good, and 76% saying they would accept a transfer offer in the future. But the result that really struck us was that 76% of authors declining a transfer offer rated our Editorial Submission Advisors as excellent or good—for a service they chose not to use!
But part of why we have the survey is to learn what we can do to improve. And based on the feedback we’ve received, we are making some improvements to our service. These include: