NAA members' promise to advertisers

The 11-point promise describes customer-service expectations that newspaper advertising representatives, advertising directors and publishers vow to meet in dealing with advertising customers.

1. We promise to meet your advertising needs in a spirit of cooperation and professional commitment that reflects the highest standards of a marketing partnership, that will help you build sales through your newspaper advertising.
2. We promise to respond to all advertiser inquiries on the same working day (late afternoon calls will be returned no later than the next morning), and to resolve issues promptly or we encourage you to call our publisher or senior executive at ( ) - .
3. We promise to serve you with sales professionals who are committed to forming a business partnership with you; to meeting your needs for creativity and marketing expertise in dealing with all your advertising; and to be your advocate in matters pertaining to your use of our newspaper.
4. We promise to honor any applicable written, advertising-rate quote for the life of the campaign quoted.
5. We promise to deliver accurate, readable advertising invoices. Should your bill be incorrect, we will offer a credit to your bill for the inaccurate entry and provide a corrected bill within 14 days.
6. We promise to run your ads as ordered and when ordered. If prior to a run date we fail to communicate any scheduling/placement problems with a previously scheduled ad, and the insertion is not run as ordered due to the newspaper’s error, we will run the ad without charge in the next available issue.
7. We promise to provide timely and complete proof of performance. Your bill will not be due until after we provide proof that the ad ran as ordered.
8. We promise to apply all billing adjustments and credit memos within 30 days of being agreed upon, earned, or incurred.
9. We promise to notify you in a timely fashion of any and all rate changes. Contract advertisers will be given at least 30 days’ notice of any and all rate changes.
10. We promise to provide clear and consistent credit terms within ten days from receipt of credit applications.
11. We promise to provide complete, timely and accurate circulation and readership information.