CRO Quality Benchmarking – Phase IV Service Providers (9th Edition)


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ISR’s CRO Quality Benchmarking – Phase IV Service Providers (9th Edition) report provides pharmaceutical sponsors and service providers a Consumer Reports-style analysis of CRO quality. Respondents supplied performance ratings based on their experiences with 24 Phase IV CROs, making this report the most comprehensive assessment of CRO service quality in the industry. Now in its 9th year, this report has become a crucial tool for sponsors looking to select a Phase IV CRO and for service providers seeking an experience-based evaluation of their strengths and weaknesses.


Report cover for CRO Quality Benchmarking – Phase IV Service Providers (9th Edition)

Study Sponsors:

  • Make a more informed purchase of Phase IV services by understanding which service providers best fit your company’s needs
  • Broaden your Phase IV CRO evaluation list by accessing peer-based service quality ratings across 26 critical attributes
  • Pinpoint potential delivery concerns early in a sponsor-CRO relationship in order to develop proactive strategies to address potential gaps

Clinical Service Providers

  • Uncover your own—and competitor—delivery strengths and weaknesses
  • Design messaging to tout your company’s strengths
  • Compete more effectively by understanding buyers’ selection criteria and outsourcing trends

1. Service Provider Selection Process

  • Preferred Provider Agreements
  • Selecting CROs: The Influence of Preferred Provider Agreements on Attribute Importance

2. Service Provider Perceptions and Interactions

  • Phase I Leadership, Familiarity and Use
  • Service Provider Preference
  • Service Provider Preference Differences by Size
  • Cost Experience by Users
  • Service Provider Cost Perceptions
  • Service Provider Cost Experience
  • Summary Table

3. Service Provider Performance and Loyalty

  • CRO Performance: Budget Factors
  • CRO Performance: Delivery Factors
  • CRO Performance: Organizational Factors
  • CRO Performance: Staff Characteristics
  • CRO Performance: Timelines Management
  • Customer Loyalty

4. Service Provider Service Quality Profiles

5. All Study Data

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.
  • Genuine Research Expertise — Our market research experience has developed over 20 years in many dynamic industries.  We capture appropriate sample sizes, given the research objectives, and we use appropriately sophisticated statistics to uncover everything that’s real and to give you confidence in your decisions. Read our Six Questions to Ask About Your Market Research to learn more about why our industry expertise sets us apart.
  • Transparency — If you’re like many, you’ve been disappointed more than once by research providers who fail to live up to their promises, providing you with their “professional judgment” in place of sound data; and suspect contacts instead of real decision-makers. We deliver the beliefs, attitudes, and intentions of people who matter – and we’ll prove it by showing you the titles of your respondents.

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Service Provider Selection Process

Primary Section Takeaways
Figure 1 – Preferred Provider Agreements
Figure 2 – Selection Attributes

Service Provider Perceptions and Interactions

Primary Section Takeaways
Figure 3 – Phase IV Leadership, Familiarity, and Use
Figure 4 – Service Provider Preference
Figure 5 – Cost Perceptions
Figure 6 – Cost Experience among Users
Figure 7 – Summary Table

Service Provider Performance and Loyalty

Primary Section Takeaways
Figure 8 – Budget Factors
Figure 9 – Delivery Factors
Figure 10 – Organization Factors
Figure 11 – Staff Characteristics
Figure 12 – Timelines Management
Figure 13 – Customer Loyalty: 2017
Figure 14 – Customer Loyalty: 3-Year Rolling Average

Company Service Quality Profiles

INC Research

Study Data

Phase IV Leaders, Unprompted
Phase IV Leaders, Prompted
Service Provider Familiarity
Service Provider Usage
Service Provider Preference
Service Provider Differentiation
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 Cost Perceptions
Use of Preferred Providers
Number of Preferred Providers

Service Provider Drill-downs

DaVita Clinical Research
INC Research
inVentiv Health Clinical
SGS Life Sciences
TKL Research
Worldwide Clinical Trials
Performance Across Service Providers


Company Size
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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