cro quality benchmarking – phase ii/iii service providers (8th edition)

CRO QUALITY BENCHMARKING – PHASE II/III SERVICE PROVIDERS (8th EDITION)

M A R C H , 2 0 1 6

P R E V I E W O F

REPORT OVERVIEW

HOW YOU CAN USE THIS REPORT

ISR’s “CRO Quality Benchmarking – Phase II/III Service Providers” report provides pharmaceutical sponsors and service providers a Consumer Reports-style analysis of CRO quality. Respondents supplied performance ratings based on their own experiences with 44 Phase II/III CROs, making this report the most comprehensive assessment of CRO service quality in the industry. Now in its 8th year, this report has become a crucial tool for sponsors looking to select a Phase II/III CRO and for service providers seeking an experience-based evaluation of their strengths and weaknesses.

D A T A C O L L E C T I O N

I N Q 3 - 4 , 2 0 1 5

3 0 - M I N U T E W E B - B A S E D

S U R V E Y

2 7 1 R E S P O N D E N T S F R O M U S , E U R O P E ,

A N D A S I A

179 PAGES

44 COMPANIES

VALUABLE FOR

MAJOR SECTIONS:1. Service Provider Selection

Process

2. Service Provider Perceptions and Interactions

3. Service Provider Performance and Loyalty

4. Company Service Quality Profiles

5. Study DataFOR PHARMA FOR CROSMake a more informed purchase of Phase II/III CRO services by understanding which service providers best fit your company’s needs.

Uncover your perceived strengths and weaknesses based on customer reviews, and compare your services to those of your competitors.

Introduction

SMARTER QUESTIONS SMARTER ANSWERS

Full list of companies included on next page.

STUDY SPONSORS• Make a more informed purchase of Phase II/III services

by understanding which service providers best fit your company’s needs

• Broaden your Phase II/III CRO evaluation list by accessing peer-based service quality ratings across 26 critical attributes

• Pinpoint potential delivery concerns early in a sponsor-CRO relationship/ evaluation 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

CLINICAL OPERATIONS

OUTSOURCING

SERVICE PROVIDER MARKETING

BUSINESS DEVELOPMENT

http://isrreports.com

COMPANIES INCLUDED

ATTRIBUTES MEASURED

Accell

Accelovance

Accenture

BioClinica

Bioskin

Chiltern

Clinical Research Services (CRS)

Clinipace

Clinlogix

Clinsys

Cognizant

Covance

DaVita Clinical Research

DCRI - Duke

Encorium

Eurofins

Eurotrials

Frontage

ICON

Inamed

INC Research

inVentiv Health Clinical

KCR

Lambda

Medpace

Medsource

NAMSA

Novotech

PAREXEL

Pharm-Olam International

PPD

PRA

Premier Research

ProTrials

QPS

Quintiles

Rho

SGS Life Sciences

Symbio

SynteractHCR

Tata

Theorem

TKL Research

Worldwide Clinical Trials

Introduction


BUDGET FACTORS • Low cost• Minimizing change orders

DELIVERY FACTORS• Commercial market knowledge• Data quality• Easy to work with• Local market / Regulatory knowledge• Network of sites / investigators • Offered innovative solutions• Patient recruitment strategy• Technology for real-time access to

data• Up-front contingency planning and

trial risk management

ORGANIZATION FACTORS• Breadth of services• Financial strength / stability• Global footprint• Operational excellence

STAFF CHARACTERISTICS• CRA quality• Project manager quality• Project team chemistry• Responsiveness• Staff turnover• Study design expertise• Therapeutic expertise • Timely project communications

TIMELINES MANAGEMENT• Meeting overall project timelines• Speed of site / investigator

recruitment• Speed of site start-up

each company is evaluated

based on 26 CRITICAL ATTRIBUTES

data are included for all 44 CROs,

but companies with more

than 10 performance evaluations

(bold) receive a full profile

Companies listed bold have been reviewed by 10 or more respondents. These providers have in-depth performance analysis.


Introduction


TABLE OF CONTENTS

FOR FULL TABLE OF CONTENTS, PLEASE DOWNLOAD THE FULL PREVIEW AT:

HTTPS://WWW.ISRREPORTS.COM/REPORTS/CRO-QUALITY-BENCHMARKING-PHASE-IIIII-SERVICE-PROVIDERS-8TH-EDITION/


Introduction


SERVICE PROVIDER PERFORMANCE AND LOYALTY

CRO Quality Benchmarking – Phase II/III Service Providers (8th edition) 29www.ISRreports.com ©2016

Figure 14 - Customer Loyalty: 3 Year Rolling AverageISR also looks at the 3 year rolling average for loyalty scores to understand whether there are differences in longer term scores compared to scores for only this year’s data� In the case of the Phase II/III marketplace, the loyalty scores for this year are very consistent with the 3 year rolling averages� Chiltern, SGS Life Sciences, Quintiles, and Medpace are at the top while Cognizant, Premier Research, and Accenture are at the bottom�

This is an analysis of service provider performance for those with 20 or more respondents rating over the past 3 years�

CROQUALITYBENCHMARKING–PHASEII/IIISERVICEPROVIDERS(8THEDITION) 32

Figure 14 - Customer Loyalty: 3 Year Rolling Average ISR also looks at the 3 year rolling average for loyalty scores to understand whether there are differences in longer term scores compared to scores for only this year’s data. In the case of the Phase II/III marketplace, the loyalty scores for this year are very consistent with the 3 year rolling averages. Chiltern, SGS Life Sciences, Quintiles, and Medpace are at the top while Cognizant, Premier Research, and Accenture are at the bottom. This is an analysis of service provider performance for those with 20 or more respondents rating over the past 3 years.

4.9

5.6

5.7

5.8

5.9

6.4

6.4

6.4

6.5

6.5

6.6

6.6

6.6

6.7

6.8

6.9

7.0

7.0

7.1

7.3

1 2 3 4 5 6 7 8 9 10

Cognizant (n=36)

Premier Research (n=35)

Theorem (n=35)

Accenture (n=38)

INC Research (n=113)

PRA (n=127)

inVentiv Health Clinical (n=113)

ICON (n=179)

Tata (n=26)

Worldwide Clinical Trials (n=44)

BioClinica (n=33)

Industry Average

PAREXEL (n=236)

DCRI-Duke (n=40)

Covance (n=208)

PPD (n=196)

Medpace (n=38)

Quintiles (n=301)

SGS Life Sciences (n=33)

Chiltern (n=41)

Loyalty Score

© Industry Standard Research

S A M P L E P A G E :

CUSTOMER LOYALTYISR computes loyalty as an index that consists of Overall Satisfaction, Willingness to Recommend, and Likelihood to Use Again. ISR also looks at the 3 year rolling average for loyalty scores to understand whether there are differences in longer term scores compared to scores for only this year’s data.

The full data are available in the report, which can be downloaded from www.ISRreports.com.

CROQUALITYBENCHMARKING–PHASEII/IIISERVICEPROVIDERS(8THEDITION) 32

Figure 14 - Customer Loyalty: 3 Year Rolling Average ISR also looks at the 3 year rolling average for loyalty scores to understand whether there are differences in longer term scores compared to scores for only this year’s data. In the case of the Phase II/III marketplace, the loyalty scores for this year are very consistent with the 3 year rolling averages. Chiltern, SGS Life Sciences, Quintiles, and Medpace are at the top while Cognizant, Premier Research, and Accenture are at the bottom. This is an analysis of service provider performance for those with 20 or more respondents rating over the past 3 years.

6.5

5.7

6.5

7.1

7.0

5.6

6.4

6.9

6.6

7.0

6.4

6.6

5.9

6.4

6.7

6.8

4.9

7.3

6.6

5.8

1 2 3 4 5 6 7 8 9 10

Worldwide Clinical Trials (n=44)

Theorem (n=35)

Tata (n=26)

SGS Life Sciences (n=33)

Quintiles (n=301)

Premier Research (n=35)

PRA (n=127)

PPD (n=196)

PAREXEL (n=236)

Medpace (n=38)

inVentiv Health Clinical (n=113)

Industry Average

INC Research (n=113)

ICON (n=179)

DCRI-Duke (n=40)

Covance (n=208)

Cognizant (n=36)

Chiltern (n=41)

BioClinica (n=33)

Accenture (n=38)

Loyalty Score

D A T A I N F U L L R E P O R T


Introduction


SERVICE PROVIDER PERFORMANCE AND LOYALTY


Figure 11 - Staff Characteristics

Ratings Key: Clear leadership Better than most About average Falling a bit short Likely deficiency

Accenture

BioClinica

Chiltern

Cognizant

Covance

DCRI-Duke

Eurofins

ICON

INC Research

inVentiv Health Clinical

Medpace

PAREXEL

PPD

PRA

Premier Research

Quintiles

SGS Life Sciences

SynteractHCR

Tata

Theorem

Worldwide Clinical Trials

CRA quality

Project manager quality

Project team

chemistry ResponsivenessSta�

turnover

Study design

expertiseTherapeutic

expertiseTimely project

communications


S A M P L E P A G E :

SERVICE PROVIDER PERFORMANCEPart of the “Service Provider Performance and Loyalty” section, ISR provides an analysis of profiled companies’ service attribute ratings. This chart shows staff characteristics, but the report also includes ratings for: budget factors, delivery factors, organization factors, and timelines management.

The full data are available in the report, which can be downloaded from www.ISRreports.com.


Company A

Company B

Company C

Company D

Company E

Company F

Company G

Company H

Company I

Company J

Company K

Company L

Company M

Company N

Company O

Company P

Company Q

Company R

Company S

Company T

Company U

CRA quality


Project team


turnover

Study design



communications


Company A

Company B

Company C

Company D

Company E

Company F

Company G

Company H

Company I

Company J

Company K

Company L

Company M

Company N

Company O

Company P

Company Q

Company R

Company S

Company T

Company U

CRA quality


Project team


turnover

Study design



communications

D A T A H A V E B E E N R A N D O M I Z E D . F U L L C H A R T A V A I L A B L E I N T H E R E P O R T .


Introduction


S A M P L E P A G E : PHASE II/III COMPANY PROFILE

The Average Customer Experience section measures each company’s performance relative to expectations in each of the 26 attributes measured. For a list of attributes, refer to page three of this preview.

The Highlights section shows each company’s highest and lowest attributes, ranked by actual users.

The Customer Loyalty section measures overall satisfaction, likelihood to recommend, and likelihood to use again, compared to the industry average.

The Brand Snapshot section profiles awareness, familiarity, leadership, and use.

Companies with over 10 respondents are profiled.

Introduction

COMPANY SERVICE QUALITY PROFILES


BRAND SNAPSHOT

CUSTOMER LOYALTY

AVERAGE CUSTOMER EXPERIENCE

WORLDWIDE CLINICAL TRIALS

TOP 3 ATTRIBUTES:CRA quality

Easy to work with


BOTTOM 3 ATTRIBUTES:Low cost

Minimizing change orders

Offered innovative solutions

HIGHLIGHTS

AWARENESS 63%

FAMILIARITY 39%

USE 8%

LEADERSHIP 3%

(N=18)


The Harvey Balls show each profiled provider’s rating across the ten most important attributes, relative to customer expectations�

This chart shows the profiled provider’s 2016 Customer Loyalty score in comparison to the 2016 industry average�

Therapeutic expertise

Patient recruitment strategy

Meeting overall project timelines

Data quality

Easy to work with Project manager quality

Global footprint Low cost Responsiveness


Operational excellence

INDUSTRY AVERAGE

WORLDWIDE CLINICAL TRIALS

6.7

6.7

SAMPLE COMPANY (N=45)

SAMPLE COMPANY


Introduction


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Introduction


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Biosimilars & Biologics

Clinical Trial Recruitment &

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Trends & Technologies

Manufacturing Service Provider Quality Benchmarking

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UNDERSTAND YOUR CUSTOMERSWho makes the decisions and in what contexts? ISR can help you gain a deeper understanding of your customers’ decision-making units (DMUs) and decision-making processes (DMPs).

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brands evaluated?• What factors drive the final buying decision?• Where are your customers won or lost in the

purchasing process?• Why were specific opportunities won or lost?• How do you keep customers engaged and

manage their loyalty over time?

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cro quality benchmarking – phase ii/iii service providers (8th edition)

Healthcare