• +353-1-415-1241(GMT OFFICE HOURS)
  • 1-800-526-8630(US/CAN TOLL FREE)
  • 1-917-300-0470(EST OFFICE HOURS)
2013 CRO Quality Benchmarking - Phase II/III Service Providers - Product Image

2013 CRO Quality Benchmarking - Phase II/III Service Providers

  • Published: April 2013
  • Region: Global
  • 248 Pages
  • Industry Standard Research (ISR)

FEATURED COMPANIES

  • Accenture
  • Chiltern
  • Davita Clinical Research
  • ICON
  • Paragon
  • PRA
  • MORE

“2013 CRO Quality Benchmarking – Phase II/III Service Providers” report provides pharmaceutical sponsors and clinical service providers with an independent and comprehensive analysis of CRO service quality and clinical outsourcing of Phase II/III clinical trial services.

In its 5th year,this annual report continues to be the single most comprehensive source for data on the topic of CRO delivery quality and customer loyalty.

Copyright and Usage Guidelines
Introduction
Methodology
Respondent Demographics and Qualifications
Participant Years of Industry Experience
Participant Geography
Participant Company Size
Number of Ratings per Company
Major sections
Study findings
Outsourcing Behaviors, Attitudes, Beliefs, and Intentions
Growth in Clinical Outsourcing
Industry Leaders - Open Ended Question
Industry Leaders - Prompted Responses
Received Proposals
Service Provider Usage
Service Provider Preference
Most Important Service Provider Attributes
Service Provider Attributes Gaining Importance
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
Segment Selection Rubrics and CROs to Short List
Figure 4 - Selection Rubric for Buyers Who Emphasize Excellence in Project Management
Figure 5 - Selection Rubric for Buyers Who Emphasize Operational Independence
Figure 6 - Selection Rubric for Buyers Who Emphasize Low Cost / Value
Figure 7 - Selection Rubric for Buyers Who Emphasize Global Trials
Summary Outcome Measures: SVI and Customer Loyalty
Summary of SVI
Service Provider Customer Loyalty - A compilation of Overall Satisfaction, Willingness to Recommend, and Likelihood to Use Again
Customer Loyalty - Large Service Providers
Comparing Loyalty by CRO Size Segment
Company Service Quality Profiles
BioClinica Profile - Service Variability
BioClinica Profile - Average Customer Experience
BioClinica Profile - Performance vs Attribute Importance
BioClinica Profile - Customer Loyalty
BioClinica Profile Highlights
Covance Profile - Service Variability
Covance Profile - Average Customer Experience
Covance Profile - Performance vs Attribute Importance
Covance Profile - Customer Loyalty
Covance Profile Highlights
DCRI-Duke Profile - Service Variability
DCRI-Duke Profile - Average Customer Experience
DCRI-Duke Profile - Performance vs Attribute Importance
DCRI-Duke Profile - Customer Loyalty
DCRI-Duke Profile Highlights
ICON Profile - Service Variability
ICON Profile - Average Customer Experience
ICON Profile - Performance vs Attribute Importance
ICON Profile - Customer Loyalty
ICON Profile Highlights
INC Research Profile - Service Variability
INC Research Profile - Average Customer Experience
INC Research Profile - Performance vs Attribute Importance
INC Research Profile - Customer Loyalty
INC Research Profile Highlights
Medpace Profile - Service Variability
Medpace Profile - Average Customer Service
Medpace Profile - Performance vs Attribute Importance
Medpace Profile - Customer Loyalty
Medpace Profile Highlights
PAREXEL Profile - Service Variability
PAREXEL Profile - Average Customer Experience
PAREXEL Profile - Performance vs Attribute Importance
PAREXEL Profile - Customer Loyalty
PAREXEL Profile Highlights
PharmaNet/ i3 Profile - Service Variability
PharmaNet/ i3 Profile - Average Customer Experience
PharmaNet/ i3 Profile - Performance vs Attribute Importance
PharmaNet/ i3 Profile - Customer Loyalty
PharmaNet/ i3 Profile Highlights
PPD Profile - Service Variability
PPD Profile - Average Customer Experience
PPD Profile - Performance vs Attribute Importance
PPD Profile - Customer Loyalty
PPD Profile Highlights
PRA Profile - Service Variability
PRA Profile - Average Customer Experience
PRA Profile - Performance vs Attribute Importance
PRA Profile - Customer Loyalty
PRA Profile Highlights
Premier Research Profile - Service Variability
Premier Research Profile - Average Customer Experience
Premier Research Profile - Performance vs Attribute Importance ………………
Premier Research Profile - Customer Loyalty
Premier Research Profile Highlights
Quintiles Profile - Service Variability
Quintiles Profile - Average Customer Experience
Quintiles Profile - Performance vs Attribute Importance
Quintiles Profile - Customer Loyalty
Quintiles Profile Highlights
RPS Profile - Service Variability
RPS Profile - Average Customer Experience
RPS Profile - Performance vs Attribute Importance
RPS Profile - Customer Loyalty
RPS Profile Highlights
SGS Life Sciences Profile - Service Variability
SGS Life Sciences Profile - Average Customer Experience
SGS Life Sciences Profile - Performance vs Attribute Importance
SGS Life Sciences Profile - Customer Loyalty
SGS Life Sciences Profile Highlights
Worldwide Clinical Trials Profile - Service Variability
Worldwide Clinical Trials Profile - Average Customer Experience
Worldwide Clinical Trials Profile - Performance vs Attribute Importance
Worldwide Clinical Trials Profile - Customer Loyalty
Worldwide Clinical Trials Profile Highlights
Study Data
Outsourcing Behaviors, Attitudes, Beliefs, and Intentions: Supporting Data
Industry Leaders
Received Proposals
Past 12 Months of Outsourcing Growth
Next 12 Months of Outsourcing Growth
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
Summary Outcome Measures: Supporting Data
Summary of SVITM
Service Provider Loyalty - A compilation of Overall Satisfaction, Willingness to Recommend, and Likelihood to Use Again
Service Provider Loyalty - Large Service Providers
Service Provider Loyalty - Company Size
Overall Satisfaction with Service Providers
Willingness to Recommend Service Providers
Likelihood to Use Service Providers Again
All Service Provider Data
Accenture Use and Satisfaction
Accenture Performance against Expectations
Accenture Average Customer Experience
Aptiv Use and Satisfaction
Aptiv Performance against Expectations
Aptiv Average Customer Experience
BioClinica Use and Satisfaction
BioClinica Performance against Expectations
BioClinica Average Customer Experience
BioClinica Performance vs Attribute Importance
BioClinica SVI™
Charles River Use and Satisfaction
Charles River Performance against Expectations
Charles River Average Customer Experience
Chiltern Use and Satisfaction
Chiltern Performance against Expectations
Chiltern Average Customer Experience
Clinsys Use and Satisfaction
Clinsys Performance against Expectations
Clinsys Average Customer Experience
Cognizant Use and Satisfaction
Cognizant Performance against Expectations
Cognizant Average Customer Experience
Covance Use and Satisfaction
Covance Average customer Experience
Covance Performance vs Attribute Importance
Covance SVI™
DaVita Clinical Research Use and Satisfaction
DaVita Clinical Research Performance against Expectations
DaVita Clinical Research Average Customer Experience
DCRI-Duke Use and Satisfaction
DCRI-Duke Performance against Expectations
DCRI-Duke Average Customer Experience
DCRI-Duke Performance vs Attribute Importance
DCRI-Duke SVI™
Encorium Use and Satisfaction
Encorium Performance against Expectations
Encorium
Eurofins Use and Satisfaction
Eurofins Performance against Expectations
Eurofins
ICON Use and Satisfaction
ICON Average Customer Experience
ICON Performance vs Attribute Importance
ICON SVI™
INC Research Use and Satisfaction
INC Research Performances against Expectations
INC Average Customer Experience
INC Research Performance vs Attribute Importance
INC Research SVI™
Medpace Use and Satisfaction
Medpace
Medpace Performance vs Attribute Importance
Medpace SVI™
Novella Use and Satisfaction
Novella Performance against Expectations
Novella Average Customer Experience
Paragon Use and Satisfaction
Paragon Performance against Expectations
Paragon Average Customer Experience
PAREXEL Use and Satisfaction
PAREXEL Average Customer Experience
PAREXEL Performance vs Attribute Importance
PAREXEL SVI™
PharmaNet/ i3 Use and Satisfaction
PharmaNet/ i3 Average Customer Experience
PharmaNet/ i3 Performance vs Attribute Importance
PharmaNet/ i3 SVI™ …
PPD Use and Satisfaction ………………
PPD Performance against Expectations ………………
PPD Average Customer Experience …
PPD Performance vs Attribute Importance ………………
PPD SVI™……………
PRA Use and Satisfaction ………………
PRA Performance against Expectations ………………
PRA Average Customer Experience
PRA Performance vs Attribute Importance ………………
PRA SVI
Premier Research Average Customer Experience
Premier Research Use and Satisfaction
Premier Research Performance against Expectations
Premier Research Performance vs Attribute Importance
Premier Research SVI
Quintiles Use and Satisfaction
Quintiles Average Customer Experience
Quintiles Performance vs Attribute Importance
Quintiles SVI
Rho Use and Satisfaction
Rho Performance against Expectations
Rho Average Customer Experience
RPS Use and Satisfaction
RPS Performance against Expectations
RPS Average Customer Experience
RPS Performance vs Attribute Importance
RPS SVI
SGS Life Sciences Use and Satisfaction
SGS Life Sciences Performance against Expectations
SGS Life Sciences
SGS Life Sciences Performance vs Attribute Importance
SGS Life Sciences SVI
Tata Use and Satisfaction
Tata Performance against Expectations
Tata Average Customer Experience
Theorem (formerly Omnicare) Use and Satisfaction
Theorem (formerly Omnicare) Performance against Expectations
Theorem (formerly Omnicare) Average Customer Experience
Worldwide Clinical Trials Use and Satisfaction
Worldwide Clinical Trials Performance against Expectations
Worldwide Clinical Trials Average Customer Experience
Worldwide Clinical Trials Performance vs Attribute Importance
Worldwide Clinical Trials SVI
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 first patient / first visit timelines
Meeting overall project timelines
Minimization of change order
Minimizing staff turnover
Network of sites/ investigators
Offered innovative solutions
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
Primary Area of Responsibility
Outsourcing Responsibility
Job Title
Phase Responsibility
Involvement in Clinical Development Process
Years in the Industry
Location
Therapeutic Area
Sample Data Points
Lower cost or faster recruitment
Site selection and recruitment guarantees
Execution or design expertise and experience - Currently
Execution or design expertise and experience - 3 years from now
About Industry Standard Research

This study surveyed 157 pharmaceutical and biotechnology professionals about their experiences with 29 small, mid-size, and large Phase II/III CROs. In total, data were collected on 470 service encounters.

“Respondents were clear in their praise of DCRI staff, labeling them as industry leaders in ‘therapeutic expertise' and providing promising feedback across nearly all of the Staff Characteristics measured in this report,” explained Kevin Olson, CEO of Industry Standard Research. “However, respondents do report a narrower range of services from DCRI than others in this category.”

In its 5th year, the CRO Quality Benchmarking series has been designed for the pharmaceutical industry and its service providers:

“This report serves as a much needed tool and information resource to ensure that the critical Sponsor/CRO relationship is as productive as possible. By fully understanding each service provider's Staff, Organizational, and Operational strengths and weaknesses, ISR feels a sponsor can more effectively select service providers that complement its strategy and in-house resources.”

In addition to showcasing CRO strengths and weaknesses, the study delivers a detailed analysis of CRO selection drivers, outsourcing volume, preferred CROs, and more. The report contains 246 pages with over 350 graphs and insightful analysis.

CROs included in this analysis: Accenture, Aptiv Solutions, Bioclinica, Charles River, Chiltern, Clinsys, Cognizant, Covance, Davita Clinical Research, DCRI-Duke, Encorium, Eurofins, ICON, INC Research, Medpace, Novella, Paragon, PAREXEL, PharmaNet / i3, PPD, PRA, Premier Research, Quintiles, Rho, RPS, SGS Life Sciences, Tata, Theorem, and Worldwide Clinical Trials.

- Accenture
- Aptiv Solutions
- Bioclinica
- Charles River
- Chiltern
- Clinsys
- Cognizant
- Covance
- Davita Clinical Research
- DCRI-Duke
- Encorium
- Eurofins
- ICON
- INC Research
- Medpace
- Novella
- Paragon
- PAREXEL
- PharmaNet / i3
- PPD
- PRA
- Premier Research
- Quintiles
- Rho
- RPS
- SGS Life Sciences
- Tata
- Theorem
- Worldwide Clinical Trials

Note: Product cover images may vary from those shown

RELATED PRODUCTS

Our Clients

Our clients' logos