cro quality benchmarking – phase iv service providers (8th edition)

CRO QUALITY BENCHMARKING – PHASE IV 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 IV 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 IV 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 IV 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

1 4 5 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

156 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 IV 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 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/ 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

COMPANIES INCLUDED

ATTRIBUTES MEASURED

Accelovance

Accenture

BioClinica

Bioskin

CEBIS International

Chiltern

Clinipace

Clinlogix

Cognizant

Covance

DaVita Clinical Research

DCRI - Duke

Eurofins

Eurotrials

HungaroTrial

ICON

Inamed

INC Research

inVentiv Health Clinical

KCR

Lambda

Mapi

Medpace

Medsource

NAMSA

Novotech

Novum

PAREXEL

Pharm-Olam International

PPD

PRA

ProTrials

QPS

Quintiles

Radiant

Rho

SanaClis

SGS Life Sciences

SynteractHCR

Tata

Theorem

TKL Research

UBC

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• Global footprint• Financial strength / stability• 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-BENCH-MARKING-PHASE-IV-SERVICE-PROVIDERS-8TH-EDITION/

Introduction


SERVICE PROVIDER PERFORMANCE AND LOYALTY

CRO Quality Benchmarking – Phase IV Service Providers (8th edition) 28www.ISRreports.com ©2016

Figure 14 - Customer Loyalty: 2015 This is an analysis of loyalty metrics for service providers with 10 or more recent users�

Results of ISR’s Loyalty Score mirror those found in the analysis of Leadership, Familiarity, Usage, and Preference� Covance, PPD, Quintiles, and PAREXEL reaffirm their positions as outstanding Phase IV firms, taking the top four ranked positions in the Customer Loyalty metric and the metrics discussed earlier�

ISR computes loyalty as an index that consists of Overall Satisfaction, Willingness to Recommend, and Likelihood to Use Again�

“How do you rate your overall satisfaction with [company name]’s Phase IV services? (Please use a scale of 1-10 where “10” is “Extremely Satisfied” and “1” is” Extremely Dissatisfied”, and using any number in between).”

“Assuming you left your current company and went to work for a direct competitor of yours, how likely would you be to recommend [company name] for Phase IV services to your new organization? (Please use a scale of 1-10 where “10” is “Extremely Likely” and “1” is” Extremely Unlikely”, and using any number in between).”

“Please rate how likely you would be to use [company name] for future Phase IV services (Please use a scale of 1-10 where “10” is “Extremely Likely” and “1” is” Extremely Unlikely”, and using any number in between).”

CRO QUALITY BENCHMARKING – PHASE IV SERVICE PROVIDERS (8TH EDITION) 29

Figure 14 - Customer Loyalty: 2015 This is an analysis of loyalty metrics for service providers with 10 or more responses. Results of ISR’s Loyalty Score mirror those found in the analysis of Leadership, Familiarity, Usage, and Preference. Covance, PPD, Quintiles, and PAREXEL reaffirm their positions as outstanding Phase IV firms, taking the top four ranked positions in the Customer Loyalty metric and the metrics discussed earlier. ISR computes loyalty as an index that consists of Overall Satisfaction, Willingness to Recommend, and Likelihood to Use Again. “How do you rate your overall satisfaction with [company name]’s Phase IV services? (Please use a scale of 1-10 where "10" is "Extremely Satisfied" and "1" is" Extremely Dissatisfied", and using any number in between).” “Assuming you left your current company and went to work for a direct competitor of yours, how likely would you be to recommend [company name] for Phase IV services to your new organization? (Please use a scale of 1-10 where "10" is "Extremely Likely" and "1" is" Extremely Unlikely", and using any number in between).” “Please rate how likely you would be to use [company name] for future Phase IV services (Please use a scale of 1-10 where "10" is "Extremely Likely" and "1" is" Extremely Unlikely", and using any number in between).”

6.2

6.5

6.5

6.8

6.9

7.0

7.1

7.4

7.5

1 2 3 4 5 6 7 8 9 10

ICON (n=28)

PRA (n=16)

inVentiv Health Clinical (n=18)

INC Research (n=17)

Phase IV Industry Average (n=232)

PAREXEL (n=38)

Quintiles (n=53)

PPD (n=28)

Covance (n=34)

Loyalty Score

© Industry Standard Research

This is an enterprise-wide license and this file is not to be distributed beyond the terms of this agreement. For information on the license holder, please contact ISR ([email protected]).

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.

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

Introduction


SERVICE PROVIDER PERFORMANCE AND LOYALTY


Figure 12 - Staff Characteristics

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

Covance

ICON

INC Research

inVentiv Health Clinical

PAREXEL

PPD

PRA

Quintiles

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 manager quality

Project team

chemistry ResponsivenessSta�

turnover

Study design

expertiseTherapeutic

expertiseTimely project

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 IV 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

ICON

TOP 3 ATTRIBUTES:Financial strength/ stability

Global footprint

Breadth of services

BOTTOM 3 ATTRIBUTES:Minimizing change orders

Up front contingency planning, risk management

Low cost

HIGHLIGHTS

AWARENESS 90%

FAMILIARITY 63%

USE 19%

LEADERSHIP 26%

(N=28)

© Industry Standard Research

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

ICON

6.9

6.2


SAMPLE COMPANY (N=45)

SAMPLE COMPANY

Introduction


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Introduction


ORDERING INFORMATION

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Biosimilars & Biologics

Clinical Trial Recruitment &

Retention

Commercialization Department Models & Structures

Trends & Technologies

Manufacturing Service Provider Quality Benchmarking

CUSTOM RESEARCH

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Are you:• Developing a new product or service?• Evaluating a new market?• Targeting a new customer segment?• Entering a new geography?• Needing a deeper understanding of your

customer or potential customer base?

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).

Key Questions Addressed:• What motivates the purchase decision?• How are companies, products, solutions, and/or

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?

CUSTOM RESEARCH SERVICES• Investigator Forum• Brand, Advertising, and Message Testing• Loyalty Management• New Product and Service Development• Competitive Intelligence• Strategy War Games• MORE

S O M E T H I N G T O C O N S I D E R

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cro quality benchmarking – phase iv service providers (8th edition)

Healthcare