Phase II/III CRO Benchmarking (11th Ed.)


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CRO selection. CRO performance evaluation. Whether you’ve been in the business of clinical trials for two years or twenty, these processes typically remain onerous, time-consuming, challenging, crucial, stressful… Need we go on? We at ISR would like to think that spending over a decade researching service provider selection and performance has left us with a pretty good idea of what readers need to know in order to make the process of selecting a Phase II/III service provider less arduous and more effective. There is a whole lot riding on the outcomes of clinical trials – why not utilize available information to make educated service provider selections?

This research can be used to make your provider selection and performance evaluation processes smarter. An educated approach to provider selection and informed analysis of provider performance will go a long way in making solid, defendable CRO selections.

CRO Quality Benchmarking Phase II III Service Providers


  • Learn which service providers best suit your company’s needs by seeing how individual CROs have measured up to sponsor-peer expectations on similar projects
  • Compare CRO customer loyalty ratings—based on customer satisfaction, willingness to recommend and likelihood to use again—in addition to verbatim responses from recent customers’ experiences
  • Gain insight into the service provider attributes specific to Phase II/III work which drive outsourcing partner selection, as well as which attributes have become more important to industry peers over the past year

Service Providers:

  • Learn how your company’s performance matches up against its competitors in Phase II/III research and related services across 21 CRO attributes
  • Discover the areas for improvement and standout product offerings your company is known for, and use the information to craft messaging to show what distinguishes its service offerings from the competition
  • Gain insight into the factors which affect sponsor outsourcing preferences, and how sponsors select CROs for outsourced Phase II/III research
  • Service Provider Selection Process
  • Service Provider Perceptions and Interactions
  • Service Provider Performance and Loyalty
  • Company Service Quality Profiles

ISR understands that you’re looking for confidence in your market research. With ISR, you’ll consistently receive

  • Focused Domain Expertise — We’ve operated in pharmaceuticals for over 15 years and because it’s our sole focus, our domain expertise brings value to the work that “generalist” researchers can’t deliver.
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CRO Quality Benchmarking Phase II III Service Providers

Service Provider Selection Process

Primary Section Takeaways
Preferred Provider Agreements
Selection Attributes

Service Provider Perceptions and Interactions

Primary Section Takeaways
Phase II/III Leadership, Familiarity, and Use
Service Provider Preference
Service Provider Preference among Users
Cost Perceptions
Cost Experience among Users
Summary Table

Service Provider Performance and Loyalty

Primary Section Takeaways
A Note on Harvey Ball Calculations
Performance Across Service Providers
Figure 1 – Budget Factors
Figure 2 – Delivery Factors
Figure 3 – Staff Characteristics
Figure 4 – Services
Customer Loyalty: 2019
Customer Loyalty: 3-Year Rolling Average
Company Service Quality Profiles

Premier Research
Syneos Health
Worldwide Clinical Trials

Study Data

Phase II/III Leaders, Unprompted
Other Responses
Phase II/III Leaders, Prompted
Service Provider Familiarity
Service Provider Usage
Service Provider Preference
Service Provider Differentiation
Service Provider Cost Perceptions
Use of Preferred Providers
Number of Preferred Providers
Selection Drivers: Selecting among Preferred Providers
Preferred Provider Attributes Gaining Importance
Selection Drivers: When Not Using Preferred Providers
Selection Drivers: No Preferred Providers
Service Provider Attributes Gaining Importance: No Preferred Providers
Service Provider Drill-downs

Advanced Clinical
Clinical Research Services (CRS)
DaVita Clinical Research
Navitas Life Sciences
Pharm-Olam International
Premier Research
Scope International
SGS Life Sciences
Syneos Health
Worldwide Clinical Trials


Company Type
Headquarters Location
Office Location
Job Title
Decision-making Responsibility
Outsourcing Involvement by Phase
Involvement in Clinical Development
Therapeutic Areas of Responsibility
Years of Industry Experience

Additional information


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