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  4. > 2013 CRO Quality Benchmarking - Phase II/III Service Providers

2013 CRO Quality Benchmarking - Phase II/III Service Providers

  • April 2013
  • -
  • Industry Standard Research
  • -
  • 248 pages

Industry Standard Research’s (ISR) “2013 CRO Quality Benchmarking – Phase II/III Service Providers” report provides pharmaceutical sponsors and clinical service providers with an independent and comprehensive analysis of CRO service quality and clinical outsourcing of Phase II/III clinical trial services.

In its 5th year, ISR continues to believe this annual report is the single most comprehensive source for data on the topic of CRO delivery quality and customer loyalty.

What you will learn in this report:

• Performance of 29 Phase II/III CROs, measured across 26 critical dimensions of service quality
• How sponsors make their clinical outsourcing decisions, including which service attributes drive selection
• Attitudes, beliefs, and intentions for future outsourcing

How you can use this report:

• For buyers of clinical research service, this report offers insight into CRO service quality and empowers you to make smarter clinical outsourcing decisions by providing evaluation and selection tools.
• For clinical service providers, this critical report offers insight into your service quality, your competitors’ quality, buyers’ needs, CRO selection criteria, paths to differentiation, and clinical outsourcing trends and forecasts.

Valuable for:

Clinical Operations, Outsourcing, Service Provider Marketing and Business Development

Characteristics Measured:

Staff Characteristics
• Project Manager Quality / Experience
• CRA Quality / Experience
• Therapeutic Expertise of the Project Team
• Project Team Chemistry
• Timely Project Communications
• Staff Turnover
• Commercial Market Knowledge
• Local Market / Regulatory Knowledge

Operational Excellence
• Up-front Contingency Planning and Trial Risk Management
• Speed of Site Start-up
• Data Quality
• Network of Sites and Investigators
• Meeting Overall Project Timelines
• Meeting Database Lock Timelines
• Meeting First Patient – First Visit Timelines
• Offers Innovative Solutions
• Speed of Sites / Investigator Recruitment
• Patient / Volunteer Recruitment Strategy
• Positive Experience with Service Provider
• Access to Real-time Data

Organizational & Finance Characteristics
• Breadth of Services
• Global Footprint
• Low Cost
• Minimizing Change Orders
• Overall Value
• Financial Strength and Stability

Table Of Contents

2013 CRO Quality Benchmarking - Phase II/III Service Providers
Table of Contents

Copyright and Usage Guidelines 9
Introduction 10
Methodology 12
Respondent Demographics and Qualifications 13
Participant Years of Industry Experience 13
Participant Geography 13
Participant Company Size 13
Number of Ratings per Company 14
Major sections 15
Study findings 16
Outsourcing Behaviors, Attitudes, Beliefs, and Intentions 17
Growth in Clinical Outsourcing 17
Industry Leaders - Open Ended Question 18
Industry Leaders - Prompted Responses 19
Received Proposals 20
Service Provider Usage 21
Service Provider Preference 23
Most Important Service Provider Attributes 25
Service Provider Attributes Gaining Importance 26
Service Provider Performance and Scorecards across Attributes 27
Figure 1 - “Staff Characteristics” Ratings 28
Figure 2 - “Operational Excellence” Ratings 29
Figure 3 - “Organizational and Finance” Ratings 30
Performance Summary by Category 31
Segment Selection Rubrics and CROs to Short List 32
Figure 4 - Selection Rubric for Buyers Who Emphasize Excellence in Project Management 33
Figure 5 - Selection Rubric for Buyers Who Emphasize Operational Independence 34
Figure 6 - Selection Rubric for Buyers Who Emphasize Low Cost / Value 35
Figure 7 - Selection Rubric for Buyers Who Emphasize Global Trials 36
Summary Outcome Measures: SVIâ„¢ and Customer Loyalty 37
Summary of SVIâ„¢ 38
Service Provider Customer Loyalty - A compilation of Overall Satisfaction, Willingness to Recommend, and Likelihood to Use Again 39
Customer Loyalty - Large Service Providers 40
Comparing Loyalty by CRO Size Segment 42
Company Service Quality Profiles 43
BioClinica Profile - Service Variability 45
BioClinica Profile - Average Customer Experience 45
BioClinica Profile - Performance vs. Attribute Importance 46
BioClinica Profile - Customer Loyalty 46
BioClinica Profile Highlights 47
Covance Profile - Service Variability 48
Covance Profile - Average Customer Experience 48
Covance Profile - Performance vs. Attribute Importance 49
Covance Profile - Customer Loyalty 49
Covance Profile Highlights 50
DCRI-Duke Profile - Service Variability 51
DCRI-Duke Profile - Average Customer Experience 51
DCRI-Duke Profile - Performance vs. Attribute Importance 52
DCRI-Duke Profile - Customer Loyalty 52
DCRI-Duke Profile Highlights 53
ICON Profile - Service Variability 54
ICON Profile - Average Customer Experience 54
ICON Profile - Performance vs. Attribute Importance 55
ICON Profile - Customer Loyalty 55
ICON Profile Highlights 56
INC Research Profile - Service Variability 57
INC Research Profile - Average Customer Experience 57
INC Research Profile - Performance vs. Attribute Importance 58
INC Research Profile - Customer Loyalty 58
INC Research Profile Highlights 59
Medpace Profile - Service Variability 60
Medpace Profile - Average Customer Service 60
Medpace Profile - Performance vs. Attribute Importance 61
Medpace Profile - Customer Loyalty 61
Medpace Profile Highlights 62
PAREXEL Profile - Service Variability 63
PAREXEL Profile - Average Customer Experience 63
PAREXEL Profile - Performance vs. Attribute Importance 64
PAREXEL Profile - Customer Loyalty 64
PAREXEL Profile Highlights 65
PharmaNet/ i3 Profile - Service Variability 66
PharmaNet/ i3 Profile - Average Customer Experience 66
PharmaNet/ i3 Profile - Performance vs. Attribute Importance 67
PharmaNet/ i3 Profile - Customer Loyalty 67
PharmaNet/ i3 Profile Highlights 68
PPD Profile - Service Variability 69
PPD Profile - Average Customer Experience 69
PPD Profile - Performance vs. Attribute Importance 70
PPD Profile - Customer Loyalty 70
PPD Profile Highlights 71
PRA Profile - Service Variability 72
PRA Profile - Average Customer Experience 72
PRA Profile - Performance vs. Attribute Importance 73
PRA Profile - Customer Loyalty 73
PRA Profile Highlights 74
Premier Research Profile - Service Variability 75
Premier Research Profile - Average Customer Experience 75
Premier Research Profile - Performance vs. Attribute Importance 76
Premier Research Profile - Customer Loyalty 76
Premier Research Profile Highlights 77
Quintiles Profile - Service Variability 78
Quintiles Profile - Average Customer Experience 78
Quintiles Profile - Performance vs. Attribute Importance 79
Quintiles Profile - Customer Loyalty 79
Quintiles Profile Highlights 80
RPS Profile - Service Variability 81
RPS Profile - Average Customer Experience 81
RPS Profile - Performance vs. Attribute Importance 82
RPS Profile - Customer Loyalty 82
RPS Profile Highlights 83
SGS Life Sciences Profile - Service Variability 84
SGS Life Sciences Profile - Average Customer Experience 84
SGS Life Sciences Profile - Performance vs. Attribute Importance 85
SGS Life Sciences Profile - Customer Loyalty 85
SGS Life Sciences Profile Highlights 86
Worldwide Clinical Trials Profile - Service Variability 87
Worldwide Clinical Trials Profile - Average Customer Experience 87
Worldwide Clinical Trials Profile - Performance vs. Attribute Importance 88
Worldwide Clinical Trials Profile - Customer Loyalty 88
Worldwide Clinical Trials Profile Highlights 89
Study Data 90
Outsourcing Behaviors, Attitudes, Beliefs, and Intentions: Supporting Data 91
Industry Leaders 91
Received Proposals 92
Past 12 Months of Outsourcing Growth 93
Next 12 Months of Outsourcing Growth 93
Most Important Service Provider Attributes 94
Service Provider Attributes Gaining Importance 95
Service Provider Usage 96
Service Provider Preference 97
Best Service Provider at Differentiation 98
Service Provider Cost Experience 99
Summary Outcome Measures: Supporting Data 100
Summary of SVITM 100
Service Provider Loyalty - A compilation of Overall Satisfaction, Willingness to Recommend, and Likelihood to Use Again 101
Service Provider Loyalty - Large Service Providers 102
Service Provider Loyalty - Company Size 104
Overall Satisfaction with Service Providers 105
Willingness to Recommend Service Providers 106
Likelihood to Use Service Providers Again 107
All Service Provider Data 108
Accenture Use and Satisfaction 108
Accenture Performance against Expectations 109
Accenture Average Customer Experience 110
Aptiv Use and Satisfaction 111
Aptiv Performance against Expectations 112
Aptiv Average Customer Experience 113
BioClinica Use and Satisfaction 114
BioClinica Performance against Expectations 115
BioClinica Average Customer Experience 116
BioClinica Performance vs. Attribute Importance 117
BioClinica SVIâ„¢ 118
Charles River Use and Satisfaction 119
Charles River Performance against Expectations 120
Charles River Average Customer Experience 121
Chiltern Use and Satisfaction 122
Chiltern Performance against Expectations 123
Chiltern Average Customer Experience 124
Clinsys Use and Satisfaction 125
Clinsys Performance against Expectations 126
Clinsys Average Customer Experience 127
Cognizant Use and Satisfaction 128
Cognizant Performance against Expectations 129
Cognizant Average Customer Experience 130
Covance Use and Satisfaction 131
Covance Average customer Experience 133
Covance Performance vs. Attribute Importance 134
Covance SVIâ„¢ 135
DaVita Clinical Research Use and Satisfaction 136
DaVita Clinical Research Performance against Expectations 137
DaVita Clinical Research Average Customer Experience 138
DCRI-Duke Use and Satisfaction 139
DCRI-Duke Performance against Expectations 140
DCRI-Duke Average Customer Experience 141
DCRI-Duke Performance vs. Attribute Importance 142
DCRI-Duke SVIâ„¢ 143
Encorium Use and Satisfaction 144
Encorium Performance against Expectations 145
Encorium 146
Eurofins Use and Satisfaction 147
Eurofins Performance against Expectations 148
Eurofins 149
ICON Use and Satisfaction 150
ICON Average Customer Experience 152
ICON Performance vs. Attribute Importance 153
ICON SVIâ„¢ 154
INC Research Use and Satisfaction 155
INC Research Performances against Expectations 156
INC Average Customer Experience 157
INC Research Performance vs. Attribute Importance 158
INC Research SVIâ„¢ 159
Medpace Use and Satisfaction 160
Medpace 162
Medpace Performance vs. Attribute Importance 163
Medpace SVIâ„¢ 164
Novella Use and Satisfaction 165
Novella Performance against Expectations 166
Novella Average Customer Experience 167
Paragon Use and Satisfaction 168
Paragon Performance against Expectations 169
Paragon Average Customer Experience 170
PAREXEL Use and Satisfaction 171
PAREXEL Average Customer Experience 173
PAREXEL Performance vs. Attribute Importance 174
PAREXEL SVIâ„¢ 175
PharmaNet/ i3 Use and Satisfaction 176
PharmaNet/ i3 Average Customer Experience 178
PharmaNet/ i3 Performance vs. Attribute Importance 179
PharmaNet/ i3 SVIâ„¢ 180
PPD Use and Satisfaction 181
PPD Performance against Expectations 182
PPD Average Customer Experience 183
PPD Performance vs. Attribute Importance 184
PPD SVIâ„¢ 185
PRA Use and Satisfaction 186
PRA Performance against Expectations 187
PRA Average Customer Experience 188
PRA Performance vs. Attribute Importance 189
PRA SVIâ„¢ 190
Premier Research Average Customer Experience 191
Premier Research Use and Satisfaction 192
Premier Research Performance against Expectations 193
Premier Research Performance vs. Attribute Importance 194
Premier Research SVIâ„¢ 195
Quintiles Use and Satisfaction 196
Quintiles Average Customer Experience 198
Quintiles Performance vs. Attribute Importance 199
Quintiles SVIâ„¢ 200
Rho Use and Satisfaction 201
Rho Performance against Expectations 202
Rho Average Customer Experience 203
RPS Use and Satisfaction 204
RPS Performance against Expectations 205
RPS Average Customer Experience 206
RPS Performance vs. Attribute Importance 207
RPS SVIâ„¢ 208
SGS Life Sciences Use and Satisfaction 209
SGS Life Sciences Performance against Expectations 210
SGS Life Sciences 211
SGS Life Sciences Performance vs. Attribute Importance 212
SGS Life Sciences SVIâ„¢ 213
Tata Use and Satisfaction 214
Tata Performance against Expectations 215
Tata Average Customer Experience 216
Theorem (formerly Omnicare) Use and Satisfaction 217
Theorem (formerly Omnicare) Performance against Expectations 218
Theorem (formerly Omnicare) Average Customer Experience 219
Worldwide Clinical Trials Use and Satisfaction 220
Worldwide Clinical Trials Performance against Expectations 221
Worldwide Clinical Trials Average Customer Experience 222
Worldwide Clinical Trials Performance vs. Attribute Importance 223
Worldwide Clinical Trials SVIâ„¢ 224
Cross-service Provider Performance 225
Breadth of Services 225
Commercial Market Knowledge 226
CRA quality 226
Data quality 227
Financial strength/ stability 227
Global footprint 228
Local market / Regulatory knowledge 228
Low Cost 229
Meeting first patient / first visit timelines 230
Meeting overall project timelines 230
Minimization of change order 231
Minimizing staff turnover 231
Network of sites/ investigators 232
Offered innovative solutions 232
Patient/ volunteer recruitment strategy 233
Positive experience with service provider 234
Project manager quality 234
Project team chemistry 235
Speed of site / Investigator recruitment 235
Speed of site start-up 236
Technology for real-time access to data 236
Therapeutic expertise 237
Timely project communications 237
Up-front contingency planning, risk management 238
Respondent Demographics 239
Company 239
Primary Area of Responsibility 240
Outsourcing Responsibility 241
Job Title 241
Phase Responsibility 242
Involvement in Clinical Development Process 243
Years in the Industry 244
Location 244
Therapeutic Area 245
Sample Data Points 246
Lower cost or faster recruitment 246
Site selection and recruitment guarantees 246
Execution or design expertise and experience - Currently 247
Execution or design expertise and experience - 3 years from now 247
About Industry Standard Research 248





Companies Mentioned

Accenture
Aptiv Solutions
Bioclinica
Charles River
Chiltern
Clinsys
Cognizant
Covance
Davita Clinical Research
DCRI-Duke
Encorium
Eurofins
ICON
INC Research
Medpace
Novella
Paragon
PAREXEL
PharmaNet/i3
PPD
RA
Premier Research
Quintiles
Rho
RPS
SGS Life Sciences
Tata
Theorem
World Wide Clinical Trials

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