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

CRO QUALITY BENCHMARKING – PHASE I 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 I 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 48 Phase I 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 I 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 2 6 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

187 PAGES

48 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 I 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 I services

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

• Broaden your Phase I CRO evaluation list by accessing peer-based service quality ratings across 27 critical attributes

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

Accelovance

Algorithme Pharma

Bioskin

Biotrial

Celerion

CHDR

Chiltern

Clinical Research Services (CRS)

Clinlogix

Covance

DaVita Clinical Research

DCRI-Duke

Eurofins

Eurotrials

Frontage

HungaroTrial

ICON

Inamed

INC Research

inVentiv Health Clinical

KCR

Lambda

Medpace

Medsource

NAMSA

Novotech

Nuvisan

PAREXEL

Pharm-Olam International

PPD

PRA

ProTrials

QPS

Quintiles

Quotient Clinical

Rho

Sannova Analytical

SGS Life Sciences

Siro Clinpharm

Southern Star

Spaulding Clinical

SynteractHCR

Theorem

TKL Research

US Oncology

Vince & Associates

WCCT Global

Worldwide Clinical Trials

Introduction


BUDGET FACTORS • Low cost• Minimizing change orders

DELIVERY FACTORS• Access to patient populations• Clinic availability• Data quality• Easy to work with• Local market / Regulatory knowledge• Offered innovative solutions• Patient/volunteer recruitment• Technology for real-time access to

data• Up-front contingency planning, risk

management

TIMELINES MANAGEMENT• Meeting overall project timelines• Speed of site start-up

ORGANIZATION FACTORS• Access to “unique” tests, machines,

equipment• Access to a broad range of services • Financial strength / stability• Location of Phase I unit(s) in different

global regions• Location of Phase I unit(s) within your

country• Operational excellence

STAFF CHARACTERISTICS• Experience of the Phase I unit’s lead

investigator• Minimizing staff turnover• Project manager quality• Project team chemistry• Responsiveness• Scientific knowledge• Therapeutic expertise• Timely project communications

each company is evaluated

based on 27 CRITICAL ATTRIBUTES

data are included for all 48 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-I-SERVICE-PROVIDERS-8TH-EDITION/


Introduction


SERVICE PROVIDER PERFORMANCE AND LOYALTY

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

Figure 14 - Customer Loyalty: 3 Year Rolling AverageWithin the Phase I domain, CHDR, PPD, and Quintiles have shown consistently high loyalty ratings in both three-year rolling averages and 2016 scores� They are at the top in both analyses� Though Biotrial is near the top of the 3 year rolling average, its loyalty score this year is average� The companies with the lowest average scores are Medpace, Theorem, INC Research, and DCRI-Duke�

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

CROQUALITYBENCHMARKING–PHASEISERVICEPROVIDERS(8THEDITION) 31

Figure 15 - Customer Loyalty: 3 Year Rolling Average Within the Phase I domain, CHDR, PPD, and Quintiles have shown consistently high loyalty ratings in both three-year rolling averages and 2016 scores. They are at the top in both analyses. Though Biotrial is near the top of the 3 year rolling average, its loyalty score this year is average. The companies with the lowest average scores are Medpace, Theorem, INC Research, and DCRI-Duke. This is an analysis of service provider performance for those with 20 or more respondents rating over the past 3 years.

6.3

6.4

6.4

6.4

6.5

6.5

6.5

6.5

6.6

6.7

6.7

6.8

6.8

6.8

6.9

6.9

6.9

6.9

7.0

7.0

7.0

7.0

7.0

7.1

7.2

7.2

7.4

1 2 3 4 5 6 7 8 9 10

DCRI-Duke (n=31)

INC Research (n=79)

Theorem (n=31)

Medpace (n=46)

Rho (n=22)

Frontage (n=23)

WCCT Global (n=46)

inVentiv Health Clinical (n=84)

PRA (n=113)

Clinical Research Services (CRS) (n=29)

US Oncology (n=30)

PAREXEL (n=183)

Industry Average

Eurofins (n=31)

Worldwide Clinical Trials (n=32)

ICON (n=133)

Covance (n=206)

Celerion (n=43)

Quotient Clinical (n=39)

DaVita Clinical Research (n=23)

Chiltern (n=28)

SGS Life Sciences (n=49)

Siro Clinpharm (n=20)

Quintiles (n=212)

PPD (n=150)

Biotrial (n=23)

CHDR (n=21)

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.

This is an analysis of service provider performance for those with 20 or more

respondents rating over the past 3 years.



6.9

6.5

6.7

6.4

7.0

7.0

6.5

7.0

7.1

6.6

7.2

6.8

6.4

6.5

6.8

6.4

6.9

6.5

6.8

6.3

7.0

6.9

6.7

7.0

7.4

6.9

7.2

1 2 3 4 5 6 7 8 9 10


WCCT Global (n=46)

US Oncology (n=30)

Theorem (n=31)



Rho (n=22)


Quintiles (n=212)

PRA (n=113)

PPD (n=150)

PAREXEL (n=183)

Medpace (n=46)


Industry Average

INC Research (n=79)

ICON (n=133)

Frontage (n=23)

Eurofins (n=31)

DCRI-Duke (n=31)


Covance (n=206)


Chiltern (n=28)

CHDR (n=21)

Celerion (n=43)

Biotrial (n=23)

Loyalty Score

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



6.9

6.5

6.7

6.4

7.0

7.0

6.5

7.0

7.1

6.6

7.2

6.8

6.4

6.5

6.8

6.4

6.9

6.5

6.8

6.3

7.0

6.9

6.7

7.0

7.4

6.9

7.2

1 2 3 4 5 6 7 8 9 10


WCCT Global (n=46)

US Oncology (n=30)

Theorem (n=31)



Rho (n=22)


Quintiles (n=212)

PRA (n=113)

PPD (n=150)

PAREXEL (n=183)

Medpace (n=46)


Industry Average

INC Research (n=79)

ICON (n=133)

Frontage (n=23)

Eurofins (n=31)

DCRI-Duke (n=31)


Covance (n=206)


Chiltern (n=28)

CHDR (n=21)

Celerion (n=43)

Biotrial (n=23)

Loyalty Score



6.9

6.5

6.7

6.4

7.0

7.0

6.5

7.0

7.1

6.6

7.2

6.8

6.4

6.5

6.8

6.4

6.9

6.5

6.8

6.3

7.0

6.9

6.7

7.0

7.4

6.9

7.2

1 2 3 4 5 6 7 8 9 10


WCCT Global (n=46)

US Oncology (n=30)

Theorem (n=31)



Rho (n=22)


Quintiles (n=212)

PRA (n=113)

PPD (n=150)

PAREXEL (n=183)

Medpace (n=46)


Industry Average

INC Research (n=79)

ICON (n=133)

Frontage (n=23)

Eurofins (n=31)

DCRI-Duke (n=31)


Covance (n=206)


Chiltern (n=28)

CHDR (n=21)

Celerion (n=43)

Biotrial (n=23)

Loyalty Score


Introduction


SERVICE PROVIDER PERFORMANCE AND LOYALTY


Figure 10 - Organization Factors

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

Access to a broad

range of services

Access to “unique”

tests, machines, equipment

Financial strength / stability

Location of Phase I unit(s)

in di�erent global regions


within your country

Operational excellence

Algorithme Pharma

Biotrial

Celerion

CHDR

Chiltern

Covance


Eurofins

ICON

INC Research


Lambda

Medpace

Novotech

PAREXEL

PPD

PRA

QPS

Quintiles

Quotient Clinical

Rho

SGS Life Sciences

SynteractHCR

Theorem

US Oncology

Vince & Associates

WCCT Global



Low cost

Minimizing change orders

Algorithme Pharma

Biotrial

Celerion

CHDR

Chiltern

Covance


Eurofins

ICON

INC Research


Lambda

Medpace

Novotech

PAREXEL

PPD

PRA

QPS

Quintiles

Quotient Clinical

Rho

SGS Life Sciences

SynteractHCR

Theorem

US Oncology

Vince & Associates

WCCT Global

Worldwide Clinical Trials© Industry Standard Research


Access to patient

populationsClinic

availabilityData

qualityEasy to

work with

Local market/

Regulatory knowledge

O�ered innovative solutions

Patient / volunteer

recruitment strategy

Technology for

real-time access to

data

Up-front contingency planning, risk management

Algorithme Pharma

Biotrial

Celerion

CHDR

Chiltern

Covance


Eurofins

ICON

INC Research


Lambda

Medpace

Novotech

PAREXEL

PPD

PRA

QPS

Quintiles

Quotient Clinical

Rho

SGS Life Sciences

SynteractHCR

Theorem

US Oncology

Vince & Associates

WCCT Global


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.


Access to a broad

range of services

Access to “unique”

tests, machines, equipment

Financial strength / stability


in di�erent global regions


within your country


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

Company V

Company W

Company X

Company Y

Company Z

Company AA

Company BBD 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 I COMPANY PROFILE

The Average Customer Experience section measures each company’s performance relative to expectations in each of the 27 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

LAMBDA

TOP 3 ATTRIBUTES:Low cost

Responsiveness

Timely project communications

BOTTOM 3 ATTRIBUTES:Minimizing staff turnover

Technology for real-time access to data

Access to patient populations

HIGHLIGHTS

(N=10)

© 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

Experience of Phase I unit’s lead investigator

Scientific knowledge

Data quality

Access to patient populations

Low cost Meeting overall project timelines

Project manager quality

Easy to work with



INDUSTRY AVERAGE

LAMBDA

7.0

6.9

AWARENESS 40%

FAMILIARITY 24%

USE 5%

LEADERSHIP 4%

SAMPLE COMPANY (N=45)

SAMPLE COMPANY


Introduction


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Introduction


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

Health & Medicine