In its 5th year, ISR’s “CRO Quality Benchmarking” series provides the pharmaceutical industry with a unique resource to evaluate and select CROs, while offering clinical service providers valuable insight into their service quality, their competitors’ service quality, and their customers’ outsourcing behaviors. This year, IRS’s Phase I report includes data from 360 unique service evaluations across 23 Phase I service providers.

1. 2013 CRO Quality
Benchmarking – Phase I
Service Providers
Info@ISRreports.com
©2013 Industry Standard Research www.ISRreports.com
P
R
E
V
I
E
W

2. www.ISRreports.com ©2013 | Preview of: 2013 CRO Quality Benchmarking – Phase I Service Providers 2
act with confidence
Report Overview
Q3,
2013
Publication date
110
Respondents
360
Service Encounters
234
Charts and Graphs
132
Pages
I
n its 5th year, ISR’s “CRO Quality Benchmarking” series provides the pharmaceutical industry with a
unique resource to evaluate and select CROs, while offering clinical service providers valuable insight
into their service quality, their competitors’ service quality, and their customers’ outsourcing behaviors.
This year, IRS’s Phase I report includes data from 360 unique service evaluations across 23 Phase I
service providers.
Major Sections:
1. Outsourcing Behaviors, Attitudes, Beliefs, and Intentions
• Phase I Leaders
• Proposal Volume
• Service Provider Usage
• 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 Financial” Ratings
4. Satisfaction, Customer Loyalty, and the Expectations and
Performance Index (EPI™)
5. Service Provider Service Quality Profiles
6. Study Data
What you will learn in this report:
CRO Service Quality Ratings: ISR surveys
CROs’ past customers to compile hundreds of
quantitative service quality ratings across 23
clinical service providers.
Phase Specific Outsourcing Behaviors and
Trends: Decision-makers from over 100 global
pharmaceutical and biotech companies provide
insight into their clinical outsourcing practices
and strategies.
How you can use this report:
For study sponsors, these reports offer insight
into CRO service quality and empower you
to make more informed clinical outsourcing
decisions, select smarter, build stronger
relationships, and have better service experiences.
For clinical service providers, these critical
reports allow your organization to deliver higher
quality services, compete more effectively, and
better meet the needs of your customers.
For report metrics and respondent demographics, see next page.

3. www.ISRreports.com ©2013 | Preview of: 2013 CRO Quality Benchmarking – Phase I Service Providers 3
act with confidence
Report Metrics
Respondent Demographics
• CEDRA
• Celerion
• Charles River
• Chiltern
• Covance
• DaVita
• DCRI-Duke
• ICON
• INC Research
• InVentiv Health Clinical
• Medpace
• PAREXEL
• PPD
• PRA
• PRACS Institute
• Premier Research
• Quintiles
• Rho
• SGS Life Sciences
• Siro Clinpharm
• Theorem
• US Oncology
• West Coast Clinical
Trials
Operational Excellence
• 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
• Speed of site / Investigator
recruitment
• Speed of site start-up
• Technology for real-time
access to data
• Timely project communications
• Up-front Contingency Planning
and Trial Risk Management
Organization & Finance
Characteristics
• Access to “unique” tests,
machines, equipment
• Access to a broad range
of services beyond clinic /
volunteer management
• Access to patient populations
• Financial strength/ stability
• Location of Phase I unit(s)
within your country
• Location of Phase I unit(s) in
different global regions
• Low Cost
• Minimizing change orders
• Positive experience with service
provider
• Timely access to open bed /
clinic space
Staff Characteristics
• Experience of the Phase I unit’s
lead investigator
• Therapeutic expertise
• Minimizing staff turnover
• Project team chemistry
• Project manager quality
• Scientific knowledge
Service Quality Metrics:
CROs Included in this Report:
66%
North America
22%
Europe
11%
Asia
Participant Geography:
Participant Experience: Mean = 17.1 Years
Participant Company Size
29% Small Companies
(R&D less than $100M)
26%
Mid-Size
Companies
(R&D
$100M
-$999M)
45% Large
Companies
(R&D $1B
or more)
Participant Job Title
45% Director
20% Manager
17% Vice President
5% Other
3% President
9% C-level
Why is this
important?
Learn which CROs have
proven leadership in
accessing healthy volunteers
and patient populations

4. www.ISRreports.com ©2013 | Preview of: 2013 CRO Quality Benchmarking – Phase I Service Providers 4
act with confidence
Table of Contents
Full table of contents and additional sample pages available in the full preview,
free on our website:
http://bit.ly/14I9tPs

5. www.ISRreports.com ©2013 | Preview of: 2013 CRO Quality Benchmarking – Phase I Service Providers 5
act with confidence
www.ISRreports.com ©2013 | 2013 CRO Quality Benchmarking – Phase I Service Providers 7
Introduction
act with confidence
Introduction
Welcome to the 2013 edition of the CRO Quality Benchmarking report for Phase I�
Industry Standard Research (ISR) takes pride in its suite of CRO Quality Benchmarking
Reports and this report, dedicated to the Phase I industry, is no different� This report
has a wealth of information and has two very simple missions:
1. Help sponsor companies make more informed CRO selection decisions
Yes, in one sense service quality depends almost solely on the people who
deliver the study - the Phase I unit’s lead investigator, the Project Manager, the
Clinic Staff, etc� And if you get a different study team each time you buy that
company’s services, shouldn’t you expect service quality to fluctuate? And if
industry turnover is high and CROs simply pass important staff back and forth,
shouldn’t we expect any differences in delivery quality between and among
service providers to simply wash-out over time? But that’s not what happens�
At least not for all providers� CRO personnel are supported by sites, infrastruc-
ture, processes, training, SOPs, learning and development budgets, cultural
dynamics, and endless other factors that lead to some organizations being
meaningfully more effective than others� And some organizations that simply
rise and fall with the tide�
ISR’s Benchmarking studies are designed to be smart enough to capture these
nuances and help to create a more educated buying audience�
2. Help service providers optimize Operational and Marketing strategies
A company can’t fix what it does not know is broken� While it is almost cer-
tainly true that you (or your sales teams) speak with your customers and have a
sense of the levels of satisfaction / dissatisfaction with your services, it is just as
certain that you’re seeing half of the picture� Not every customer tells you the
whole story� Some will make it clear to you any and all delivery shortcomings�
Some will stop short of full disclosure for various reasons� Some will leave dis-
satisfied without saying a word� And some will leave dissatisfied and say a lot
of words��� sometimes to their colleagues�
It’s also important to know what your company is up against from a competitive
standpoint� Yes, your company’s ratings may represent opportunities to improve
delivery and loyalty, but they might also represent opportunities to tout your
leadership and strength on traits that sponsors highly value�
Sample Page

6. www.ISRreports.com ©2013 | Preview of: 2013 CRO Quality Benchmarking – Phase I Service Providers 6
act with confidence
Sample Page
Full table of contents and additional sample pages available in the full preview,
free on our website:
http://bit.ly/14I9tPs

7. www.ISRreports.com ©2013 | Preview of: 2013 CRO Quality Benchmarking – Phase I Service Providers 7
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 un-
matched 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
For pricing and ordering information, please visit our website:
http://www.isrreports.com/product/2013-cro-quality-benchmarking-phase-i-
service-providers/