It’s a commonly held belief that if a service provider consistently meets customer expectations, then it will prosper financially. ISR wanted to find out if this was true for the Contract Research Organization (CRO) industry. To do so, ISR examined four years of historical service provider performance data paired with share price for five leading CROs. Conclusion: A solid relationship exists between a CRO’s service quality and their financial performance. Service quality was measured using ISR’s proprietary Service Variability Index (SVI) and financial performance was measured using share price. The SVI is an index developed by ISR to measure how well service organizations meet customer expectations.
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