CRO QUALITY BENCHMARKING – PHASE I SERVICE PROVIDERS … · Medsource 4 NAMSA 5 Novotech 7...

CRO QUALITY BENCHMARKING – PHASE I SERVICE PROVIDERS (10TH EDITION)

JUNE, 2018

EXAMPLE CRO COMPANY PERFORMANCE PROFILE, EXCERPT FROM CRO QUALITY BENCHMARKING - PHASE I SERVICE PROVIDERS, 10TH EDITION

2ISRreports.com ©2018 CRO Quality Benchmarking – Phase I Service Providers (10th edition)

Cue the streamers. Don the party hats. Break out the champagne.

That’s right, folks. We’ve been bringing you top notch CRO performance and selection data for an entire decade now. Welcome to the 10th edition of ISR’s CRO Quality Benchmarking - Phase I Service Providers report.

As ever, the goal of this report is to provide detailed information to aid in making informed decisions when outsourcing Phase I work. No doubt the CRO selection process is an onerous one; reviewing proposals, whittling providers down to a short list, and hearing bid defenses are time consuming and result in a lot of information to digest. And don’t even get us started on contract negotiations. This report aims to simplify the process of provider selection by offering insights into the selection process and service provider performance.

305 qualified Phase I decision-makers participated in our survey to share their insights on topics such as selection drivers, perceptions of providers, and how well provider performance stacked up against their expectations. 46 Phase I providers received performance evaluations on 22 attributes across five categories (Budget Factors, Delivery Factors, Staff Characteristics, Accessibility, and Services). Based on customer feedback, ISR has introduced the Services scorecard this year. Respondents who have recent experience using a CRO for Central lab, Biostatistics, Data management, and/or Monitoring services rate how well providers performed on those specific services. These metrics will be particularly useful to sponsors looking to outsource work functionally or needing a provider with stand-out capabilities in one of these areas.

This report is valuable for both sponsors and service providers. Sponsors – use this information to understand the drivers that industry peers feel are important when selecting Phase I CROs. Search for CROs that may be a good fit for your needs after understanding how they performed for others along the dimensions most critical to your projects. Providers – learn how sponsors select CROs in different decision-making scenarios so that you may tailor your proposals to appropriately trumpet the desired capabilities. Gain a better understanding of your strengths and weaknesses as seen through the eyes of your recent customers. See where other providers might hold competitive advantages and analyze service gaps that may need to be closed.

For sponsors and service providers alike, the information contained in this report is useful for making educated decisions regarding Phase I outsourced work. Let ISR’s ten years of experience in this arena do the legwork for you.

IN THIS EXCERPT: The content for this excerpt was taken directly from CRO Quality Benchmarking - Phase I Service Providers report, June 2018. All or parts of the following sections are included in this excerpt: ISR Introduction, Company Service Quality Profiles, EXAMPLE CRO Performance Summary, Performance Across Service Providers, and About ISR.

INTRODUCTION


METHODOLOGY

D A T A C O L L E C T I O N I N Q 4 , 2 0 1 7

3 0 - M I N U T E W E B - B A S E D Q U A N T I T A T I V E S U R V E Y

3 0 5 R E S P O N D E N T S F R O M N O R T H A M E R I C A , E U R O P E , A N D A S I A


Respondents were required to pass several screening criteria to qualify and participate in this survey:

• Must work at a pharmaceutical company, biotech company, or medical device company

• Must have responsibility in at least one of several relevant areas. For example, Clinical Operations, Project Management, Executive Management, or Research and Development Management

• Must have involvement with outsourced Phase I trials within past 12 months

Consolidation is nothing new to the contract services industry, and a number of companies featured in this report have been part of recent M&A activity. At ISR we know that integration of a new acquisition can take a significant amount of time; as such, companies acquired within the past 18-24 months are still represented by the prior brand.

Participant Criteria


Service ProviderRespondent Ratings

Accelovance 3

Altasciences (Vince, Algorithme) 6

BioPharma Services Inc. 8

Bioskin 5

Biotrial 10

Celerion 26

CHDR 8

Chiltern 11

Clinical Research Services (CRS) 5

Clinlogix 4

Covance 94

DataCeutics 3

DaVita Clinical Research 12

DCRI-Duke 12

Eurofins 22

Eurotrials 3

Frontage 10

ICON 59

Inamed 3

INC Research 35

inVentiv Health Clinical 45

IQVIA/QuintilesIMS 85

Lambda 10

Service ProviderRespondent Ratings

Medpace 18

Medsource 4

NAMSA 5

Novotech 7

Nuvisan 10

Ora 5

PAREXEL 99

Pharm-Olam International 6

PPD 73

PRA 42

PRC Clinical 2

ProTrials 3

QPS 4

Quotient Clinical 19

Rho 5

SGS Life Sciences 12

Simbec 2

Spaulding Clinical 5

SynteractHCR 3

TKL Research 4

US Oncology 8

WCCT Global 13

Worldwide Clinical Trials 19

Total Ratings 847

Companies listed in bold print have been reviewed by 10 or more respondents. These providers have detailed company service quality profiles and are included in an in-depth performance analysis.

Number of Ratings Per Company



COMPANY SERVICE QUALITY PROFILES


The following section includes one-page profiles for each of the CROs in the study that received ten or more performance ratings. Profile elements include:

BRAND INDEX This metric, primarily intended for use by service marketers, reflects the strength of company’s brand across the three measures of pure perception: Awareness, Familiarity, and Leadership. It is represented on a 100-point scale.

OVERALL PERFORMANCE INDEX Also represented on a 100-point scale, the Performance Index reflects the entirety of a company’s performance scores—from all users, across all attributes—relative to its customers’ expectations. The index graphics also show the “Competitive Range” for the index. This range reflects the highest and lowest scores for all profiled competitors and is included to give context to individual company scores.

BRAND PERFORMANCE This provides a high-level look into key brand metrics.

• Awareness: % of respondents who are aware of the provider

• Familiarity: % of respondents who have used the provider’s Phase I services, are very familiar with its Phase I services, or are somewhat familiar with its Phase I services

• Leadership: % of respondents who selected the provider as a ‘leader’ in the field of Phase I

• Use: % of respondents who have used the provider for Phase I services

CUSTOMER LOYALTY This chart shows each profiled provider’s 2018 Customer Loyalty score in comparison to the overall 2018

industry average.

CUSTOMER EXPERIENCE The Harvey Balls show each profiled provider’s rating across twelve of the most essential CRO attributes and capabilities.

Index Color Scale

0-20 21-40 41-60 61-80 81-100

1781

65

5060

55

AWARENESS 91%

FAMILIARITY 73%

USE 26%

LEADERSHIP 31%


COMPETITIVE RANGE

CUSTOMERLOYALTY

BRAND INDEX

OVERALL PERFORMANCE

INDEX

CO

MPETITIVE RANGE

BRAND PERFORMANCE

CUSTOMER EXPERIENCE (RELATIVE TO COMPETITORS)

EXAMPLE CRO (n=77)

AWARENESS 97%

FAMILIARITY 88%

USE 48%

LEADERSHIP 57%

Ratings Key:

Outperforms competitors Average Underperforms competitors

Scores are in relation to the average, and do not necessarily indicate poor or problem-free performance.

1781

81

8.2

6.7

AVG.AVG.

Operationalexcellence

Dataquality

Easy towork with

Scientific knowledge of unit’s Phase I

investigator

Project managerquality

Patient/volunteerrecruitment

Biostatistics(n=11)

Central lab(n=11)

Data management(n=12)

Monitoring(n=12)

Access to patient populations

Therapeuticexpertise

5060

60



COMPANY SERVICE QUALITY PROFILES


EXAMPLE CRO(Base=19)

Loyalty Component Scores

Performance Relative to Expectations

CRO QUALITY BENCHMARKING – PHASE I SERVICE PROVIDERS (10TH EDITION) 151

Worldwide Clinical Trials (n=19)



8.1

8.2

8.2

1 2 3 4 5 6 7 8 9 10

Overall satisfaction

Likelihood to use again

Likelihood to recommend

18%

27%

25%

17%

11%

11%

11%

11%

11%

11%

11%

16%

21%

11%

11%

16%

16%

21%

21%

21%

16%

21%

9%

18%

8%

8%

11%

11%

16%

16%

16%

16%

16%

11%

11%

26%

26%

21%

21%

16%

16%

16%

26%

32%

73%

55%

67%

75%

63%

79%

63%

68%

68%

74%

74%

74%

68%

63%

63%

63%

63%

58%

63%

63%

53%

42%

16%

5%

5%

5%

5%

5%

5%

5%

0% 20% 40% 60% 80% 100%

Central lab (n=11)

Biostatistics (n=11)

Data management (n=12)

Monitoring (n=12)

Technology for real-time access to data

Access to "unique" tests, machines, equipment

Cost

Appropriateness of change orders

Patient/volunteer recruitment

Local market/Regulatory knowledge

Data quality

Therapeutic expertise

Operational excellence


Staff turnover

Project manager quality

Scientific knowledge of the Phase I unit's lead investigator

Easy to work with

Timely project communications

Meeting overall project timelines

Clinic availability

Responsiveness

% of Respondents

Greatly exceeded my expectationsSomewhat exceeded my expectationsMet my expectationsSomewhat fell short of my expectationsGreatly fell short of my expectations

CRO QUALITY BENCHMARKING – PHASE I SERVICE PROVIDERS (10TH EDITION) 151

Worldwide Clinical Trials (n=19)



8.1

8.2

8.2

1 2 3 4 5 6 7 8 9 10




18%

27%

25%

17%

11%

11%

11%

11%

11%

11%

11%

16%

21%

11%

11%

16%

16%

21%

21%

21%

16%

21%

9%

18%

8%

8%

11%

11%

16%

16%

16%

16%

16%

11%

11%

26%

26%

21%

21%

16%

16%

16%

26%

32%

73%

55%

67%

75%

63%

79%

63%

68%

68%

74%

74%

74%

68%

63%

63%

63%

63%

58%

63%

63%

53%

42%

16%

5%

5%

5%

5%

5%

5%

5%

0% 20% 40% 60% 80% 100%

Central lab (n=11)

Biostatistics (n=11)


Monitoring (n=12)


Access to "unique" tests, machines, equipment

Cost




Data quality




Staff turnover


Scientific knowledge of the Phase I unit's lead investigator

Easy to work with



Clinic availability

Responsiveness

% of Respondents


© Industry Standard Research

© Industry Standard Research

CRO QUALITY BENCHMARKING – PHASE II/III SERVICE PROVIDERS (10TH EDITION)

54

Accell (Base=2)



7.0

7.0

6.5

1 2 3 4 5 6 7 8 9 10




50%

100%

100%

50%

50%

50%

50%

50%

50%

50%

50%

50%

100%

50%

50%

100%

100%

100%

100%

100%

100%

50%

50%

50%

50%

50%

50%

50%

50%

50%

50%

0% 20% 40% 60% 80% 100%

Central lab (n=2)


Monitoring (n=1)

Investigator recruitment (n=1)

Patient recruitment

Speed of site start-up


Easy to work with




Staff turnover

Cost



Data quality

Responsiveness

Study design expertise



% of Respondents



Performance Across Service ProvidersThis “cross-CRO” chart has been developed as a way for pharma companies and CROs to quickly gauge how CROs perform against their peers on a specific performance attribute.

The metrics used in the following chart assign 3 points if respondents indicated the service provider greatly exceeded expectations, 1 point if they somewhat exceeded expectations, 0 points if they met expectations, -1 point if they somewhat missed expectations and -3 points if they greatly missed ex-pectations.

A service provider’s scores are included on this chart if 10 or more respondents evaluate its performance on that attribute. Numbers are colored green if the score is >0.25 and red if the score is <-0.25.


EXAMPLE

CRO

CRO G

CRO H

CRO I

CRO J

CRO F

CRO E

CRO D

CRO C

CRO B

CRO A

Access to “unique” tests, machines, equipment

0.58 0.07 0.42 0.06 0.20 -0.05 0.07 0.07 -0.07 0.50 -0.10


0.42 0.08 0.38 0.06 -0.30 0.00 0.20 0.10 0.12 -0.10 -0.10


0.42 -0.18 -0.15 -0.11 0.20 -0.14 0.18 -0.13 -0.20 0.20 0.10

Clinic availability 0.74 0.22 0.38 0.00 0.50 0.14 0.29 0.18 0.05 -0.10 -0.20

Cost 0.26 -0.25 0.19 -0.10 0.60 -0.29 0.24 -0.28 -0.22 -0.30 0.50

Data quality 0.26 0.18 0.35 0.11 0.10 0.02 0.31 0.06 0.10 0.30 0.00

Easy to work with 0.58 0.16 0.54 0.14 0.70 -0.05 0.31 0.04 0.20 0.30 0.00

Local market/ Regulatory knowledge

0.89 0.05 0.19 0.16 -0.10 0.19 0.20 0.02 0.03 0.10 0.20


0.47 0.04 0.46 0.00 0.40 -0.12 0.27 0.04 0.05 0.20 0.00

Operational excellence 0.74 0.12 0.46 0.10 0.10 0.02 0.20 0.05 -0.03 0.10 0.20


0.83 0.07 0.46 0.08 0.10 0.19 0.33 0.12 0.03 0.00 -0.20

Project manager quality 0.68 0.01 0.27 0.16 0.40 -0.14 0.47 0.04 0.08 0.40 0.30

Responsiveness 0.79 0.15 0.42 0.12 0.50 -0.02 0.38 0.13 0.17 0.20 -0.10

Scientific knowledge of the Phase I unit’s lead investigator

0.68 0.07 0.31 0.13 0.40 0.00 0.22 0.17 0.12 0.10 0.00

Staff turnover 0.47 -0.05 0.12 -0.15 0.00 0.07 0.22 -0.17 -0.14 0.20 0.10

Technology for real- time access to data

1.00 0.04 0.23 0.12 -0.20 0.10 0.36 0.05 0.02 0.10 0.30

Therapeutic expertise 0.68 0.18 0.27 0.09 -0.10 0.12 0.31 0.15 0.17 0.20 0.20


0.64 -0.03 0.23 0.03 0.40 -0.05 0.36 0.07 0.08 0.30 -0.10

Central lab 0.79 0.29 0.37 0.11 0.08 0.56 0.10 0.11

Biostatistics 0.58 0.17 0.26 0.02 0.14 0.44 -0.07 0.03

Data management 0.58 0.20 0.05 0.01 0.15 0.39 0.08 0.05

Monitoring 0.42 0.17 0.24 0.03 0.10 0.17 0.04 0.08

NOTENOUGH

DATA

NOTENOUGH

DATA

NOTENOUGH

DATA

NOTENOUGH

DATA

NOTENOUGH

DATA

NOTENOUGH

DATA

NOTENOUGH

DATA

NOTENOUGH

DATA

NOTENOUGH

DATA

NOTENOUGH

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NOTENOUGH

DATA

Industry Standard Research 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 website at ISRreports.com, email [email protected], or follow us on Twitter @ISRreports.

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Copyright 2018 Industry Standard Research. All rights reserved. “Act with confidence”, ISR Reports and Industry Standard Research are trademarks of Industry Standard Research. All other trademarks are property of their respective holders. Information is subject to change since Industry Standard Research reserves the right to make changes without notice. While the information contained herein has been prepared from sources deemed to be reliable, Industry Standard Research reserves the right to revise the information without notice but has no obligation to do so. Use of this information is at your sole discretion. For more information, contact Industry Standard Research at 1-919-230-0106. Printed in the USA June, 2018.

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