cro quality benchmarking – phase ii/iii service providers (8th edition)
TRANSCRIPT
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
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
SMARTER QUESTIONS SMARTER ANSWERS
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
SMARTER QUESTIONS SMARTER ANSWERS
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
SMARTER QUESTIONS SMARTER ANSWERS
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
SMARTER QUESTIONS SMARTER ANSWERS
SERVICE PROVIDER PERFORMANCE AND LOYALTY
CRO Quality Benchmarking – Phase II/III Service Providers (8th edition) 26www.ISRreports.com ©2016
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
© Industry Standard Research
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.
Ratings Key: Clear leadership Better than most About average Falling a bit short Likely deficiency
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
Ratings Key: Clear leadership Better than most About average Falling a bit short Likely deficiency
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
SMARTER QUESTIONS SMARTER ANSWERS
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
CRO Quality Benchmarking – Phase II/III Service Providers (8th edition) 52www.ISRreports.com ©2016
BRAND SNAPSHOT
CUSTOMER LOYALTY
AVERAGE CUSTOMER EXPERIENCE
WORLDWIDE CLINICAL TRIALS
TOP 3 ATTRIBUTES:CRA quality
Easy to work with
Project manager quality
BOTTOM 3 ATTRIBUTES:Low cost
Minimizing change orders
Offered innovative solutions
HIGHLIGHTS
AWARENESS 63%
FAMILIARITY 39%
USE 8%
LEADERSHIP 3%
(N=18)
© 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
Ratings Key: Clear leadership Better than most About average Falling a bit short Likely deficiency
Operational excellence
INDUSTRY AVERAGE
WORLDWIDE CLINICAL TRIALS
6.7
6.7
SAMPLE COMPANY (N=45)
SAMPLE COMPANY
Introduction
SMARTER QUESTIONS SMARTER ANSWERS
FOR ADDITIONAL SAMPLE PAGES, PLEASE DOWNLOAD THE FULL PREVIEW AT:
HTTPS://WWW.ISRREPORTS.COM/REPORTS/CRO-QUALITY-BENCHMARKING-PHASE-IIIII-SERVICE-PROVIDERS-8TH-EDITION/
Introduction
SMARTER QUESTIONS SMARTER ANSWERS
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SMARTER QUESTIONS SMARTER ANSWERS
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