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QUALITY
CRO
BENCHMARKING
PHASE IV
CRO Quality
Benchmarking –
Phase IV Service
Providers (2014)
Info@ISRreports.com 	 	
	
©2014 Industry Standard Research www.ISRreports.com
PREVIEW
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Report Overview
In its 6th year, ISR’s “CRO Quality Benchmarking – Phase IV Service Providers (2014)” report provides
pharmaceutical sponsors and service providers a Consumer Reports-style analysis of CRO quality.
Respondents supplied satisfaction ratings from 224 service encounters across 24 Phase IV CROs, making
this report the most comprehensive assessment of Phase IV CRO service quality in the industry.
228Charts and Graphs
103Respondents
136Pages
224Service Encounters 1. Outsourcing Behaviors, Attitudes, Beliefs, and Intentions
•	 Phase IV Leaders
•	 Proposal Volume
•	 Service Provider Usage
•	 Service Provider Preference
•	 Service Provider Cost Perceptions
2. Service Provider Selection Drivers
•	 Most Important Service Provider Attributes
•	 Service Provider Attributes Gaining Importance
3. Service Provider Performance and Scorecards Across Attributes
•	 Staff Characteristics Ratings
•	 Operational Excellence Ratings
•	 Organizational and Finance Ratings
•	 Performance Summary by Category
•	 Service Provider Loyalty
4. Service Provider Service Quality Profiles
5. All Study Data
How you can use this report:
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 25 critical attributes
•	 Pinpoint potential delivery concerns early
in a CRO relationship/ evaluation in order
to develop proactive strategies to address
potential gaps
Phase IV 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
NEXT: Companies Included
Report Structure:
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Service Quality Metrics
•	 Commercial market
knowledge
•	 CRA quality
•	 Project manager quality
•	 Project team chemistry
•	 Responsiveness
•	 Staff turnover
•	 Therapeutic expertise
•	 Timely project
communications
•	 Data quality
•	 Local market / Regulatory
knowledge
•	 Meeting database lock
timelines
•	 Meeting first patient / first visit
timelines
•	 Meeting overall project
timelines
•	 Network of sites /
investigators
•	 Offered innovative solutions
•	 Patient recruitment strategy
•	 Speed of site / investigator
recruitment
•	 Speed of site start-up
•	 Technology for real-time
access to data
•	 Up-front contingency
planning, risk management
•	 Breadth of services
•	 Financial strength / stability
•	 Global footprint
•	 Low cost
•	 Minimizing change orders
CROs Included in this Report
•	 Accenture
•	 Bioclinica
•	 Biomedical Systems
•	 Chiltern
•	 Clinipace
•	 Cognizant
•	 Covance
•	 DCRI - Duke
•	 Eurofins
•	 ICON
•	 INC Research
•	 inVentiv Health Clinical
•	 Mapi
•	 PAREXEL
•	 PPD
•	 PRA
•	 Premier Research
•	 Quintiles
•	 Radiant
•	 SGS Life Sciences
•	 Tata
•	 Theorem
•	 UBC
•	 Worldwide Clinical Trials
6% C-level
8% President/ VP
52% Director
31% Manager
3% Other
Participant Job Title Participant Geography Participant Company Size
67% Large Companies
(R&D $1B or more)
24% Mid-Size
Companies (R&D
$100M-$999M)
9% Small Companies
(R&D less than $100M)
53%
North America
12%
Asia /
Other
35% Europe
Report Metrics
Respondent Demographics (N=103)
Participant Experience: Mean = 14.7 years
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Table of Contents
For full table of contents and additional sample pages, download the full pre-
view, free on our website: http://www.isrreports.com/product/cro-quality-
benchmarking-phase-iv-service-providers-2014/
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Introduction
www.ISRreports.com ©2014 | CRO Quality Benchmarking — Phase IV Service Providers (2014) 6
Introduction
Welcome to ISR’s 2014 CRO Quality Benchmarking - Phase IV Service Providers
report� This report marks the sixth edition of this study and, though the study
design is revisited and refreshed each year to account for evolution within the
industry, the impetus for performing this research remains the same� Over time,
Industry Standard Research has accumulated a wealth of knowledge around
service quality and CRO performance� Understanding and utilizing this information
allows stakeholders within the industry to make informed decisions when choosing
a CRO for Phase IV services�
ISR knows that selecting a CRO isn’t easy� There is a myriad of factors to
evaluate for each CRO being considered� Does the provider have the necessary
therapeutic expertise? Will the trial be completed on time and within budget?
Does the provider have sufficient knowledge about local markets and regulatory
environments? Without prior experience with a provider, purchasers of CRO
services are often forced to rely on incomplete or biased assessments of CRO
performance passed on through word of mouth from peers within the industry�
In the CRO Quality Benchmarking - Phase IV report, ISR provides the data
necessary to answer these questions – and many more – with confidence� 103
decision-makers have weighed in with their CRO selection criteria and outsourcing
behaviors� They have provided feedback on 224 recent service encounters across
24 Phase IV CROs� Nine providers have received detailed profiles�
Not only does this report enable more educated purchases of CRO services, it also
allows Phase IV service providers to get a behind-the-scenes look at customers’
perceptions of their performance� Providers can determine areas of strength and
understand where they may need to close the gap relative to competitors� As
they say, knowledge is power� Having a grasp on customer beliefs, attitudes, and
experiences will help CROs effectively promote their strengths and improve areas
in which they are falling short�
Sample Page
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Service Provider Performance and Scorecards Across Attributes
www.ISRreports.com ©2014 | CRO Quality Benchmarking Phase I Service Providers (2014) 27
Figure 2 – “Operational
Excellence” Ratings
Performance in Operational Excellence shows more variability among Phase I
providers� The non-large, multi-service providers Quotient Clinical and SGS Life
Sciences stand out for going beyond expectations as well as Phase I focused provider
Clinical Research Services (CRS)� Respondents also rate PPD as more frequently
exceeding expectations in Operational Excellence compared to other large, multi-
service providers�
Technology
for real-time
access to
data
Speed of
site
start-up
Data
Quality
Local
market /
regulatory
knowledge
Meeting
Overall
Project
Timelines
Meeting
Database
Lock
Timelines
Meeting
First Patient
/ First Visit
Timelines
Offers
Innovative
Solutions
Patient /
Volunteer
Recruitment
Up-front
contingency
planning, risk
management
Timely project
communications
Covance
ICON
INC Research
inVentiv Health Clinical
PAREXEL
PPD
PRA
Quintiles
Charles River
Medpace
Premier Research
Quotient Clinical
SGS Life Sciences
US Oncology
Celerion
Clinical Research Services (CRS)
WCCT Global
Operational Excellence
LARGE MULTI-SERVICE CROS
NON-LARGE MULTI-SERVICE CROS
PRIMARILY PHASE I FOCUSED CROS
Ratings Key: Clear leadership Better than most About average Falling a bit short Likely deficiency
© Industry Standard Research
Sample Page
Figure 1 – Staff Characteristics Ratings
Company A
Company B
Company C
Company D
Company E
Company F
Company G
Company H
Company I
Staff
turnover
CRA
quality
Project
team
chemistry
Project
manager
quality Responsiveness
Therapeutic
expertise
Timely project
communications
Commercial
market
knowledge
Staff Characteristics
Ratings Key: Clear leadership Better than most About average Falling a bit short Likely deficiency
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Sample PageSample Page
For full table of contents and additional sample pages, download the full pre-
view, free on our website: http://www.isrreports.com/product/cro-quality-
benchmarking-phase-iv-service-providers-2014/
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Ordering Information
Industry Standard Research (ISR) is the premier, full service market research provider to the pharma and pharma services
industries.  With over a decade of experience in the industry, ISR delivers an unmatched level of domain expertise. 
 
For more information about our off-the-shelf intelligence and custom research offerings, please visit our Web site at
www.ISRreports.com, email info@ISRreports.com, or follow us on twitter @ISRreports.
About Industry Standard Research
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report, by
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For pricing and ordering information, visit our website: http://www.isrreports.
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The ISR Difference
Custom-quality syndicated market research
www.ISRreports.com
ISR's Reports
The Common
Syndicated Reportvs.
How confident are you?
vs.
DataCollection
ISR's proprietary data collection
tools and channels support fast,
high quality data collection
Struggle to recruit the right
targets and enough of them
vs.
SampleSizes
Robust sample sizes that
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Often insufficient industry
representation that leaves you
defending results
vs.vs.
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research;
always appropriate
for the topic
One size fits all;
usually publically
available data
vs.vs.
Respondents
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Undisclosed
methodologies and
respondent demographics
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Decades of experience
means more insights that are
immediately usable
Junior analysts capable of
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CRO Quality Benchmarking – Phase IV Service Providers (2014)

  • 1. QUALITY CRO BENCHMARKING PHASE IV CRO Quality Benchmarking – Phase IV Service Providers (2014) Info@ISRreports.com ©2014 Industry Standard Research www.ISRreports.com PREVIEW
  • 2. www.ISRreports.com ©2014 | Preview of: CRO Quality Benchmarking – Phase IV Service Providers (2014) 2 act with confidence Report Overview In its 6th year, ISR’s “CRO Quality Benchmarking – Phase IV Service Providers (2014)” report provides pharmaceutical sponsors and service providers a Consumer Reports-style analysis of CRO quality. Respondents supplied satisfaction ratings from 224 service encounters across 24 Phase IV CROs, making this report the most comprehensive assessment of Phase IV CRO service quality in the industry. 228Charts and Graphs 103Respondents 136Pages 224Service Encounters 1. Outsourcing Behaviors, Attitudes, Beliefs, and Intentions • Phase IV Leaders • Proposal Volume • Service Provider Usage • Service Provider Preference • Service Provider Cost Perceptions 2. Service Provider Selection Drivers • Most Important Service Provider Attributes • Service Provider Attributes Gaining Importance 3. Service Provider Performance and Scorecards Across Attributes • Staff Characteristics Ratings • Operational Excellence Ratings • Organizational and Finance Ratings • Performance Summary by Category • Service Provider Loyalty 4. Service Provider Service Quality Profiles 5. All Study Data How you can use this report: 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 25 critical attributes • Pinpoint potential delivery concerns early in a CRO relationship/ evaluation in order to develop proactive strategies to address potential gaps Phase IV 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 NEXT: Companies Included Report Structure:
  • 3. www.ISRreports.com ©2014 | Preview of: CRO Quality Benchmarking – Phase IV Service Providers (2014) 3 act with confidence Service Quality Metrics • Commercial market knowledge • CRA quality • Project manager quality • Project team chemistry • Responsiveness • Staff turnover • Therapeutic expertise • Timely project communications • Data quality • Local market / Regulatory knowledge • Meeting database lock timelines • Meeting first patient / first visit timelines • Meeting overall project timelines • Network of sites / investigators • Offered innovative solutions • Patient recruitment strategy • Speed of site / investigator recruitment • Speed of site start-up • Technology for real-time access to data • Up-front contingency planning, risk management • Breadth of services • Financial strength / stability • Global footprint • Low cost • Minimizing change orders CROs Included in this Report • Accenture • Bioclinica • Biomedical Systems • Chiltern • Clinipace • Cognizant • Covance • DCRI - Duke • Eurofins • ICON • INC Research • inVentiv Health Clinical • Mapi • PAREXEL • PPD • PRA • Premier Research • Quintiles • Radiant • SGS Life Sciences • Tata • Theorem • UBC • Worldwide Clinical Trials 6% C-level 8% President/ VP 52% Director 31% Manager 3% Other Participant Job Title Participant Geography Participant Company Size 67% Large Companies (R&D $1B or more) 24% Mid-Size Companies (R&D $100M-$999M) 9% Small Companies (R&D less than $100M) 53% North America 12% Asia / Other 35% Europe Report Metrics Respondent Demographics (N=103) Participant Experience: Mean = 14.7 years
  • 4. www.ISRreports.com ©2014 | Preview of: CRO Quality Benchmarking – Phase IV Service Providers (2014) 4 act with confidence Table of Contents For full table of contents and additional sample pages, download the full pre- view, free on our website: http://www.isrreports.com/product/cro-quality- benchmarking-phase-iv-service-providers-2014/
  • 5. www.ISRreports.com ©2014 | Preview of: CRO Quality Benchmarking – Phase IV Service Providers (2014) 5 act with confidence act with confidence Introduction www.ISRreports.com ©2014 | CRO Quality Benchmarking — Phase IV Service Providers (2014) 6 Introduction Welcome to ISR’s 2014 CRO Quality Benchmarking - Phase IV Service Providers report� This report marks the sixth edition of this study and, though the study design is revisited and refreshed each year to account for evolution within the industry, the impetus for performing this research remains the same� Over time, Industry Standard Research has accumulated a wealth of knowledge around service quality and CRO performance� Understanding and utilizing this information allows stakeholders within the industry to make informed decisions when choosing a CRO for Phase IV services� ISR knows that selecting a CRO isn’t easy� There is a myriad of factors to evaluate for each CRO being considered� Does the provider have the necessary therapeutic expertise? Will the trial be completed on time and within budget? Does the provider have sufficient knowledge about local markets and regulatory environments? Without prior experience with a provider, purchasers of CRO services are often forced to rely on incomplete or biased assessments of CRO performance passed on through word of mouth from peers within the industry� In the CRO Quality Benchmarking - Phase IV report, ISR provides the data necessary to answer these questions – and many more – with confidence� 103 decision-makers have weighed in with their CRO selection criteria and outsourcing behaviors� They have provided feedback on 224 recent service encounters across 24 Phase IV CROs� Nine providers have received detailed profiles� Not only does this report enable more educated purchases of CRO services, it also allows Phase IV service providers to get a behind-the-scenes look at customers’ perceptions of their performance� Providers can determine areas of strength and understand where they may need to close the gap relative to competitors� As they say, knowledge is power� Having a grasp on customer beliefs, attitudes, and experiences will help CROs effectively promote their strengths and improve areas in which they are falling short� Sample Page
  • 6. www.ISRreports.com ©2014 | Preview of: CRO Quality Benchmarking – Phase IV Service Providers (2014) 6 act with confidence act with confidence Service Provider Performance and Scorecards Across Attributes www.ISRreports.com ©2014 | CRO Quality Benchmarking Phase I Service Providers (2014) 27 Figure 2 – “Operational Excellence” Ratings Performance in Operational Excellence shows more variability among Phase I providers� The non-large, multi-service providers Quotient Clinical and SGS Life Sciences stand out for going beyond expectations as well as Phase I focused provider Clinical Research Services (CRS)� Respondents also rate PPD as more frequently exceeding expectations in Operational Excellence compared to other large, multi- service providers� Technology for real-time access to data Speed of site start-up Data Quality Local market / regulatory knowledge Meeting Overall Project Timelines Meeting Database Lock Timelines Meeting First Patient / First Visit Timelines Offers Innovative Solutions Patient / Volunteer Recruitment Up-front contingency planning, risk management Timely project communications Covance ICON INC Research inVentiv Health Clinical PAREXEL PPD PRA Quintiles Charles River Medpace Premier Research Quotient Clinical SGS Life Sciences US Oncology Celerion Clinical Research Services (CRS) WCCT Global Operational Excellence LARGE MULTI-SERVICE CROS NON-LARGE MULTI-SERVICE CROS PRIMARILY PHASE I FOCUSED CROS Ratings Key: Clear leadership Better than most About average Falling a bit short Likely deficiency © Industry Standard Research Sample Page Figure 1 – Staff Characteristics Ratings Company A Company B Company C Company D Company E Company F Company G Company H Company I Staff turnover CRA quality Project team chemistry Project manager quality Responsiveness Therapeutic expertise Timely project communications Commercial market knowledge Staff Characteristics Ratings Key: Clear leadership Better than most About average Falling a bit short Likely deficiency
  • 7. www.ISRreports.com ©2014 | Preview of: CRO Quality Benchmarking – Phase IV Service Providers (2014) 7 act with confidence Sample PageSample Page For full table of contents and additional sample pages, download the full pre- view, free on our website: http://www.isrreports.com/product/cro-quality- benchmarking-phase-iv-service-providers-2014/
  • 8. www.ISRreports.com ©2014 | Preview of: CRO Quality Benchmarking – Phase IV Service Providers (2014) 8 act with confidence Ordering Information Industry Standard Research (ISR) is the premier, full service market research provider to the pharma and pharma services industries.  With over a decade of experience in the industry, ISR delivers an unmatched level of domain expertise.    For more information about our off-the-shelf intelligence and custom research offerings, please visit our Web site at www.ISRreports.com, email info@ISRreports.com, or follow us on twitter @ISRreports. About Industry Standard Research Save on this, or any ISR report, by registering a free account Register now • Receive a $250 instant credit towards any ISR report • Earn 10% credit towards all future purchases • Receive advanced notifications on ISR’s latest reports and free resources For pricing and ordering information, visit our website: http://www.isrreports. com/product/cro-quality-benchmarking-phase-iv-service-providers-2014/
  • 9. www.ISRreports.com ©2014 | Preview of: CRO Quality Benchmarking – Phase IV Service Providers (2014) 9 act with confidence www.ISRreports.com ©2013 | Preview of: Benchmarking the Pharma Industry’s HEOR Functions 9 act with confidence www.ISRreports.com ©2014 | Preview of: Benchmarking European Investigator Payments 10 act with confidence www.ISRreports.com ©2013 | Preview of: Benchmarking the Pharma Industry’s HEOR Functions 10 act with confidence The ISR Difference Custom-quality syndicated market research www.ISRreports.com ISR's Reports The Common Syndicated Reportvs. How confident are you? vs. DataCollection ISR's proprietary data collection tools and channels support fast, high quality data collection Struggle to recruit the right targets and enough of them vs. SampleSizes Robust sample sizes that instill confidence Often insufficient industry representation that leaves you defending results vs.vs. Research methods Mostly primary research; always appropriate for the topic One size fits all; usually publically available data vs.vs. Respondents Sophisticated screening ensures genuine decision-makers Undisclosed methodologies and respondent demographics vs.vs. Analysts Decades of experience means more insights that are immediately usable Junior analysts capable of reporting numbers