The most comprehensive assessment of CRO service quality in the industry
Informing the drug development and commercialization industry
Cary, N.C. – May 6, 2015 – Industry Standard Research (ISR) has announced the availability of its 7th annual CRO Quality Benchmarking series with the release of its “CRO Quality Benchmarking – Phase II/III Service Providers (7th edition)” report. This report provides a Consumer Reports-style analysis of CRO quality with respondents giving quality ratings for 627 service encounters across 34 Phase II/III CROs.
“Each of the 34 Phase II/III CROs was evaluated across 26 critical service quality attributes, making this report the most comprehensive assessment of CRO service quality in the industry,” explained Kevin Olson, CEO of Industry Standard Research. “These 26 attributes were categorized into 5 ‘scorecards’: Budget Factors, Delivery Factors, Organizational Factors, Staff Characteristics, and Timelines Management. From these evaluations, the 167 respondents have indicated there are several high performing providers. Two, however, stand out in particular, Accenture and ICON. The data show that Accenture performs “better than most” in both the Delivery Factors and Staff Characteristics categories. Likewise, ICON’s satisfaction ratings were consistent across the board for all categories and attributes.”
Olson continues, “One unique feature of this report is that ISR was able to combine specific attributes from these scorecards into groupings that represent categories of common sponsor needs, these are: Excellence in Project Management, Operational Independence, Low Cost / Value and Global Trials. With this, ISR developed a short list of CROs that, according to the data, meet these needs. Again, ICON and Accenture assert their presence in the Phase II/III space by being selected for this short list.”
This report also addresses customer loyalty via respondents’ ratings of Overall Satisfaction, Willingness to Recommend, and Likelihood to Use Again. “Loyalty in the clinical research services industry is extraordinarily difficult to achieve,” added Olson. “The ability to retain this loyalty year after year is even more challenging. The data show that Chiltern, Quintiles, and BioClinica are not only leading the pack in customer loyalty, but have done so over the past three years.”
Without prior experience with a provider, purchasers of CRO services are often forced to rely on incomplete or biased assessments of CRO performance passed on through word of mouth from peers within the industry. In this Benchmarking report, ISR provides the data necessary to make smarter, more informed, confident decisions and provides CROs the ability to understand their competitive strengths and weaknesses to better meet customer needs going forward.
CROs included in this report:
- Aptiv Solutions
- Clinical Research Services (CRS)
- DaVita Clinical Research
- DCRI – Duke
- INC Research
- inVentiv Health Clinical
- Pharm-Olam International
- Premier Research
- SGS Life Sciences
- Synteract HCR
- TKL Research
- Venn Life Sciences
- Worldwide Clinical Trials
For more information about ISR’s Preclinical, Phase I, Phase IV, and CMO Quality Benchmarking reports please visit ISR’s Service Provider Benchmarking Category.