Informing pharmaceutical drug developers, manufacturers, and service providers Raleigh, N.C. – September 27, 2018 – Industry Standard Research (ISR) has released a new report, the 10th edition of its CRO Quality Benchmarking – Phase I Service Providers series. ISR surveyed 305 decision-makers at sponsor organizations to gather their insights on topics such as service provider brand perceptions and use, selection drivers, and performance evaluation. This year, Biotrial and SGS Life Sciences landed as top performers overall, with high marks across three of five evaluative categories. They particularly excelled in one category, Accessibility. Recent customers rated these two providers highly on attributes such as Access to “unique” tests, machines, equipment; Access to patient populations; and Clinic availability. Not surprisingly, both providers also landed in the top four regarding customer loyalty. This report offers detailed performance ratings for 46 providers on 22 attributes and services across five categories: Budget Factors, Delivery Factors, Staff Characteristics, the aforementioned Accessibility category, and Services. Respondents also rate providers on several metrics related to customer loyalty and share, in their own words, reasons for their level of satisfaction with recently used providers. New this year, ISR has introduced a Brand Index and a Performance Index to assist both sponsors and CROs in understanding how providers are positioned relative to each other.
  • Brand Index – Primarily intended for use by service marketers, the Brand Index reflects the strength of a company’s brand across three measures of pure perception: Awareness, Familiarity, and Leadership.
  • Performance Index – This index reflects the entirety of a company’s performance scores—from all users, across all attributes and services—relative to its customers’ expectations. Sponsors evaluating CROs can use this metric to assess how performance against customer expectations varies between CROs in their consideration set. Service providers can understand how their organization fares relative to the competition.
Kevin Olson, CEO, explains, “Understanding the strengths and weaknesses of Phase I CROs as rated by their customers is essential in choosing the right CRO for a project. These value-add indices give readers a quick synopsis of how the industry perceives CRO brands and how the providers have performed for their recent customers. Both SGS Life Sciences and Biotrial, for example, garnered lower Brand Index scores but higher Performance Index scores, comparatively speaking.” For more information on ISR’s CRO Quality Benchmarking – Phase I Service Providers (10th Edition) report, please visit ISR’s report page at: https://isrreports.com/reports/cro-quality-benchmarking-phase-i-service-providers-10th-edition/ About Industry Standard Research Industry Standard Research is the premier, full-service market research provider to the pharma and pharma services industries. With over a decade of experience, ISR delivers an unmatched level of domain expertise. For more information about ISR’s off-the-shelf intelligence and custom research offerings, please visit the company’s Web site at www.ISRreports.com, email info@ISRreports.com, or follow ISR on Twitter @ISRreports.

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