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CRO Quality Benchmarking - Phase IV Service Providers (2013)

  • ID: 2885553
  • Report
  • December 2013
  • Region: Global
  • 161 Pages
  • Industry Standard Research (ISR)
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United Biosource Corporation (UBC) Receives High Marks for Staff Quality
This report provides pharmaceutical sponsors and clinical service providers an independent and comprehensive analysis of CRO service quality to assist with the outsourcing of Phase IV clinical trial activities.

This report includes data from 208 unique service evaluations across 27 Phase IV service providers.

Report Structure:

1. Outsourcing Behaviors, Attitudes, Beliefs, and Intentions

- Phase IV Leaders
- Proposal Volume
- Service Provider Usage
- Service Provider Cost Perceptions

2. Service Provider Selection Drivers

- Most Important Service Provider Attributes
- Service Provider Attributes Gaining Importance

3. Service Provider Performance and Scorecards across Attributes

- “Staff Characteristics” Ratings
- “Operational Excellence” Ratings
- “Organizational and Financial” Ratings

4. Satisfaction, Customer Loyalty, and the Expectations and Performance Index (EPI™)

5. Service Provider Service Quality Profiles

6. Study Data

How You Can Use This Report:

For study sponsors, this report offers insight into CRO service quality and empowers you to make more informed late phase outsourcing decisions by providing evaluation and selection tools that will lead to better service experiences.

For clinical service providers, this report offers insight into your service quality and your competitors' quality that will allow you to compete more effectively, deliver higher quality services, and better understand the needs of your customers.

What You Will Learn in This Report:

- Performance of 27 Phase IV CROs, 7 of which received in-depth profiles, measured across 26 critical dimensions of service quality
- How sponsors make their clinical outsourcing decisions, including which service attributes drive selection
- Study sponsors' satisfaction, willingness to recommend, and likelihood to use again for the 27 included Phase IV CROs
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1. Copyright and Usage Guidelines

2. Introduction

3. Methodology
Respondent Demographics and Qualifications
Participant Years of Industry Experience
Participant Geography
Participant Company Size
Number of Ratings per Company

4. Major Sections

Outsourcing Behaviors, Attitudes, Beliefs, and Intentions
Phase IV Leaders, unprompted
Phase IV Leaders, prompted
Received Proposals
Service Provider Usage
Service Provider Cost Experience
Summary Table

5. Service Provider Selection Drivers
Most Important Service Provider Attributes
Service Provider Attributes Gaining Importance

6. Service Provider Performance and Scorecards Across Attributes
Figure 1 - "Staff Characteristics" Ratings
Figure 2 - "Operational Excellence" Ratings
Figure 3 - "Organizational and Finance" Ratings
Performance Summary by Category

Outcome Measures: EPI™ and Customer Loyalty
Summary of EPI™
Service Provider Loyalty

Company Service Quality Profiles
inVentiv Health Clinical

Phase IV Study Data
Phase IV Leaders, unprompted
Phase IV Leaders, prompted
Received Proposals
Most Important Service Provider Attributes
Service Provider Attributes Gaining Importance
Service Provider Usage
Service Provider Preference
Best Service Provider at Differentiation
Service Provider Cost Experience
Service Provider Cost Experience Among Users in Past 18 Months
Service Provider Cost Experience Among Lapsed Users and Non-users
Service Provider Cost Perceptions

Service Quality Drill-Downs
Covance EPI™
Covance Average Customer Experience
Covance Performance vs Attribute Importance
Covance Customer Loyalty
Covance Highlights
ICON Average Customer Experience
ICON Performance vs Attribute Importance
ICON Customer Loyalty
ICON Highlights
inVentiv Health Clinical EPI™
inVentiv Health Clinical Average Customer Experience
inVentiv Health Clinical Performance vs Attribute Importance
inVentiv Health Clinical Customer Loyalty
inVentiv Health Clinical Highlights
PAREXEL Average Customer Experience
PAREXEL Performance vs Attribute Importance
PAREXEL Customer Loyalty
PAREXEL Highlights
PPD Average Customer Experience
PPD Performance vs Attribute Importance
PPD Customer Loyalty
PPD Highlights
Quintiles EPI™
Quintiles Average Customer Experience
Quintiles Performance vs Attribute Importance
Quintiles Customer Loyalty
Quintiles Highlights
UBC Average Customer Experience
UBC Performance vs Attribute Importance
UBC Customer Loyalty
UBC Highlights

Summary of EPI™

Service Provider Loyalty
Service Provider Loyalty
Service Provider Loyalty - Company Size
Overall Satisfaction with Service Providers
Willingness to Recommend Service Providers
Likelihood to Use Service Providers Again

Service Providers Drill-downs
Accelovance Use and Satisfaction
Accelovance Performance Against Expectations
Aptiv Solutions Use and Satisfaction
Aptiv Solutions Performance Against Expectations
Bioclinica Use and Satisfaction
Bioclinica Performance Against Expectations
Charles River Use and Satisfaction
Charles River Performance Against Expectations
Chiltern Use and Satisfaction
Chiltern Performance Against Expectations
Cognizant Use and Satisfaction
Cognizant Performance Against Expectations
Covance Use and Satisfaction
Covance Performance Against Expectations
DaVita Clinical Research Use and Satisfaction
DaVita Clinical Research Performance Against Expectations
DCRI - Duke Use and Satisfaction
DCRI - Duke Performance Against Expectations
Eurofins Use and Satisfaction
Eurofins Performance Against Expectations
ICON Use and Satisfaction
ICON Performance Against Expectations
INC Research Use and Satisfaction
INC Research Performance Against Expectations
inVentiv Health Clinical Use and Satisfaction
inVentiv Health Clinical Performance Against Expectations
Medpace Use and Satisfaction
Medpace Performance Against Expectations
Novella Use and Satisfaction
Novella Performance Against Expectations
PAREXEL Use and Satisfaction
PAREXEL Performance Against Expectations
PPD Use and Satisfaction
PPD Performance Against Expectations
PRA Use and Satisfaction
PRA Performance Against Expectations
Premier Research Use and Satisfaction
Premier Research Performance Against Expectations
Quintiles Use and Satisfaction
Quintiles Performance Against Expectations
Mapi Use and Satisfaction
Mapi Performance Against Expectations
RPS Use and Satisfaction
RPS Performance Against Expectations
SGS Life Sciences Use and Satisfaction
SGS Life Sciences Performance Against Expectations
Tata Use and Satisfaction
Tata Performance Against Expectations
Theorem Use and Satisfaction
Theorem Performance Against Expectations
UBC Use and Satisfaction
UBC Performance Against Expectations
Worldwide Clinical Trials Use and Satisfaction
Worldwide Clinical Trials Performance Against Expectations

Cross-service provider performance
Breadth of Services
Commercial Market Knowledge
CRA Quality
Data Quality
Financial Strength/ Stability
Global Footprint
Local Market/ Regulatory Knowledge
Low Cost
Meeting Database Lock Timelines
Meeting First Patient/ First Visit Timelines
Meeting Overall Project Timelines
Minimization of Change Order
Minimizing Staff Turnover
Network of Sites/ Investigators
Offered Innovative Solutions
Overall Value
Patient/ Volunteer Recruitment Strategy
Positive Experience With Service Provider
Project Manager Quality
Project Team Chemistry

Speed of Site/ Investigator Recruitment
Speed of Site Start Up
Technology for Real-Time Access to Data
Therapeutic Expertise
Timely Project Communications
Up-Front Contingency Planning, Risk Management

Respondent Demographics
Company Type
Primary Area of Responsibility
Outsourcing Responsibility
Job Title
Recent Activity in Outsourced Activities
Phase Responsibility
Involvement in Clinical Development Process
Sponsor Preference
Service Provider Input Usefulness
Years in the Industry
Therapeutic Area

About Industry Standard Research
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This study surveyed 106 pharmaceutical and biotechnology professionals about their experiences with 27 small, mid-size, and large Phase IV CROs. Together, these responses provide insight into 208 unique service encounters.

“According to the respondents, UBC's ‘project manager quality' and ‘therapeutic expertise' were two of the seven staff characteristics that set their staff apart and earned them this top rank as industry leaders,” explained Kevin Olson, CEO of Industry Standard Research. “When it comes to global, logistically challenging studies,” Olson continued, “an aspect that sponsors indicate is growing in importance is the ‘local market / regulatory knowledge'. The respondents have indicated that Quintiles has a strong grasp of this area.”

Respondents rated 27 CROs across 26 different staff, operational, and organizational service quality attributes. These include: Overall Value, Low Cost, and Prior Positive Experience with Service Provider, among others. The 27 Phase IV CROs included in this report are: Accelovance, Aptiv Solutions, BioClinica, Charles River Laboratories, Chiltern, Cognizant, Covance, DaVita Clinical Research, DCRI – Duke, Eurofins, ICON, INC Research, inVentiv Health Clinical, Medpace, Novella, PAREXEL, PPD, PRA, Premier Research, Quintiles, Mapi, RPS, SGS, Tata, Theorem, UBC, and Worldwide Clinical Trials.

“This report has two simple missions: help sponsor companies make more informed CRO selection decisions and help service providers optimize their operational and marketing strategies. The 208 unique service encounters provide a valuable tool that will help sponsor/ CRO relationships run as effectively and as efficiently as possible,” stated Olson.
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