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CRO Quality Benchmarking - Phase IV Service Providers (2013)

  • November 2013
  • -
  • Industry Standard Research
  • -
  • 161 pages

Industry Standard Research’s (ISR) “2013 CRO Quality Benchmarking – Phase IV Service Providers” report provides pharmaceutical sponsors and clinical service providers an independent and comprehensive analysis of CRO service quality to assist with the outsourcing of Phase IV clinical trial activities.This year, ISR’s Phase IV report includes data from 208 unique service evaluations across 27 Phase IV
service providers.

What you will learn in this report:
- Performance of 27 Phase IV CROs, 7 of which received in-depth profiles, measured across 26 critical dimensions of service quality
- How sponsors make their clinical outsourcing decisions, including which service attributes drive selection
- Study sponsors’ satisfaction, willingness to recommend, and likelihood of repeat use for the 27 included Phase IV CROs

How you can use this report:
For study sponsors, this report offers insight into CRO service quality and empowers you to make more informed late phase outsourcing decisions by providing evaluation and selection tools that will lead to better service experiences.

For clinical service providers, this report offers insight into your service quality and your competitors’ quality that will allow you to compete more effectively, deliver higher quality services, and better understand the needs of your customers.

Table Of Contents

CRO Quality Benchmarking - Phase IV Service Providers (2013)
Table of Contents

Copyright and Usage Guidelines 7
Introduction .8
Methodology ..9
Respondent Demographics and Qualifications ………………………..10
Participant Years of Industry Experience .10
Participant Geography ..10
Participant Company Size 10
Number of Ratings per Company .11
Major Sections .12
Outsourcing Behaviors, Attitudes, Beliefs, and Intentions 13
Phase IV Leaders, unprompted .14
Phase IV Leaders, prompted ..15
Received Proposals .16
Service Provider Usage .17
Service Provider Cost Experience .18
Summary Table .19
Service Provider Selection Drivers .20
Most Important Service Provider Attributes .21
Service Provider Attributes Gaining Importance .22
Service Provider Performance and Scorecards Across Attributes .23
Figure 1 - “Staff Characteristics” Ratings 25
Figure 2 - “Operational Excellence” Ratings ..26
Figure 3 - “Organizational and Finance” Ratings 27
Performance Summary by Category ..28
Outcome Measures: EPIâ„¢ and Customer Loyalty ..29
Summary of EPIâ„¢ .30
Service Provider Loyalty 31
Company Service Quality Profiles ..32
Covance .35
ICON 36
PAREXEL 37
inVentiv Health Clinical .38
PPD ..39
Quintiles 40
UBC .41
Phase IV Study Data ..42
Phase IV Leaders, unprompted .43
Phase IV Leaders, prompted ..44
Received Proposals .45
Most Important Service Provider Attributes .46
Service Provider Attributes Gaining Importance .47
Service Provider Usage .48
Service Provider Preference ..49
Best Service Provider at Differentiation ..49
Service Provider Cost Experience 51
Service Provider Cost Experience Among Users in Past 18 Months …………………….52
Service Provider Cost Experience Among Lapsed Users and Non-users..53
Service Provider Cost Perceptions ..54
Service Quality Drill-Downs ..55
Covance EPIâ„¢ .57
Covance Average Customer Experience ..57
Covance Performance vs. Attribute Importance .58
Covance Customer Loyalty ..58
Covance Highlights ..59
ICON EPIâ„¢ 60
ICON Average Customer Experience ..60
ICON Performance vs. Attribute Importance .61
ICON Customer Loyalty .61
ICON Highlights .62
inVentiv Health Clinical EPIâ„¢ .63
inVentiv Health Clinical Average Customer Experience 63
inVentiv Health Clinical Performance vs. Attribute Importance ..64
inVentiv Health Clinical Customer Loyalty ..64
inVentiv Health Clinical Highlights ..65
PAREXEL EPIâ„¢ 66
PAREXEL Average Customer Experience ..66
PAREXEL Performance vs. Attribute Importance .67
PAREXEL Customer Loyalty .67
PAREXEL Highlights .68
PPD EPIâ„¢ ..69
PPD Average Customer Experience 69
PPD Performance vs. Attribute Importance ..70
PPD Customer Loyalty 70
PPD Highlights 71
Quintiles EPIâ„¢ 72
Quintiles Average Customer Experience ..72
Quintiles Performance vs. Attribute Importance .73
Quintiles Customer Loyalty .73
Quintiles Highlights .74
UBC EPIâ„¢ ..75
UBC Average Customer Experience 75
UBC Performance vs. Attribute Importance ..76
UBC Customer Loyalty ..76
UBC Highlights ..77
Summary of EPIâ„¢ 78
Service Provider Loyalty ..79
Service Provider Loyalty 79
Service Provider Loyalty - Company Size .80
Overall Satisfaction with Service Providers 81
Willingness to Recommend Service Providers ..82
Likelihood to Use Service Providers Again ..83
Service Providers Drill-downs ..84
Accelovance Use and Satisfaction ..84
Accelovance Performance Against Expectations .85
Aptiv Solutions Use and Satisfaction .86
Aptiv Solutions Performance Against Expectations 87
Bioclinica Use and Satisfaction ..88
Bioclinica Performance Against Expectations 89
Charles River Use and Satisfaction ..90
Charles River Performance Against Expectations 91
Chiltern Use and Satisfaction .92
Chiltern Performance Against Expectations ..93
Cognizant Use and Satisfaction .94
Cognizant Performance Against Expectations ..95
Covance Use and Satisfaction 96
Covance Performance Against Expectations .97
DaVita Clinical Research Use and Satisfaction ..98
DaVita Clinical Research Performance Against Expectations …………………..99
DCRI - Duke Use and Satisfaction ..100
DCRI - Duke Performance Against Expectations 101
Eurofins Use and Satisfaction .102
Eurofins Performance Against Expectations 103
ICON Use and Satisfaction 104
ICON Performance Against Expectations ..105
INC Research Use and Satisfaction ..106
INC Research Performance Against Expectations .107
inVentiv Health Clinical Use and Satisfaction .108
inVentiv Health Clinical Performance Against Expectations 109
Medpace Use and Satisfaction 110
Medpace Performance Against Expectations .111
Novella Use and Satisfaction ..112
Novella Performance Against Expectations .113
PAREXEL Use and Satisfaction .114
PAREXEL Performance Against Expectations ..115
PPD Use and Satisfaction ..116
PPD Performance Against Expectations .117
PRA Use and Satisfaction ..118
PRA Performance Against Expectations .119
Premier Research Use and Satisfaction .120
Premier Research Performance Against Expectations 121
Quintiles Use and Satisfaction 122
Quintiles Performance Against Expectations ..123
Mapi Use and Satisfaction 124
Mapi Performance Against Expectations ..125
RPS Use and Satisfaction 126
RPS Performance Against Expectations .127
SGS Life Sciences Use and Satisfaction ..128
SGS Life Sciences Performance Against Expectations .129
Tata Use and Satisfaction ..130
Tata Performance Against Expectations 131
Theorem Use and Satisfaction 132
Theorem Performance Against Expectations .133
UBC Use and Satisfaction ..134
UBC Performance Against Expectations 135
Worldwide Clinical Trials Use and Satisfaction ..136
Worldwide Clinical Trials Performance Against Expectations 137
Cross-service provider performance ..138
Breadth of Services ..138
Commercial Market Knowledge .139
CRA Quality ..139
Data Quality .140
Financial Strength/ Stability .140
Global Footprint .141
Local Market/ Regulatory Knowledge 141
Low Cost 142
Meeting Database Lock Timelines 142
Meeting First Patient/ First Visit Timelines .143
Meeting Overall Project Timelines ..143
Minimization of Change Order ..144
Minimizing Staff Turnover 144
Network of Sites/ Investigators .145
Offered Innovative Solutions ..145
Overall Value ..146
Patient/ Volunteer Recruitment Strategy .146
Positive Experience With Service Provider ..147
Project Manager Quality 147
Project Team Chemistry .148
Speed of Site/ Investigator Recruitment ..148
Speed of Site Start Up .149
Technology for Real-Time Access to Data .149
Therapeutic Expertise .150
Timely Project Communications .150
Up-Front Contingency Planning, Risk Management 151
Respondent Demographics .152
Company Type 152
Primary Area of Responsibility 153
Outsourcing Responsibility ..154
Job Title ..154
Recent Activity in Outsourced Activities 155
Phase Responsibility 155
Involvement in Clinical Development Process 156
Sponsor Preference .157
Service Provider Input Usefulness 158
Years in the Industry 159
Location .159
Therapeutic Area ..160
About Industry Standard Research .161

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