1. 2011 CRO Quality Benchmarking Report
Because evaluating CROs is complicated
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Industry Standard Research
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169 buyers and users of clinical development services provide their
experiences with 33 different CROs. The report includes detailed
performance profiles of…
Cetero – Charles River – Covance – i3 Pharma
Services – ICON – Kendle – MedPace – PAREXEL –
PPD – PRA – Quintiles – UBC
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Industry Standard Research
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Report Structure & Details
This report contains the following five Example Respondent Titles:
major sections: Director of Clinical Operations
Vice President of R&D
Medical Director
Service Provider Use: Provides perspective on the Director of Clinical Oncology
market’s relative use of each of the providers discussed in Outsourcing Director
the report. Project Manager
Service Provider Selection: Outlines – by phase – the Geographic Location of
criteria by which sponsors select their CRO partners. Respondents
4%
North America
Scorecards & Selection Tools: Provides a summary 10%
analysis of providers’ service quality across ISR’s 20 Europe
different service quality outcomes. Also includes ISR’s 26% Asia
recommendations for certain CROs that sponsors should 60%
Other
shortlist, depending on specific service needs.
Service Quality Drill-downs: Showcases each provider’s Respondent Company Size by
attribute-by-attribute performance across the 20 service 2010 R&D Spend
quality dimensions, each provider’s service variability and
each provider’s customer loyalty profile.
18% Less than $100M
23%
$100M-$499M
Appendix of Charts and Graphs: Provides the reader with
charts and graphs that detail the responses to every 17%
$500M-$999M
question in our survey. The Appendix is divided into 43% $1B or more
Demographics, Phase I, Phase II/III, Phase IV, Trade-off
Scenarios, and Service Quality.

3. To learn more…
Ordering Information
To order The 2011 CRO Quality Benchmarking Study you may
either visit us on the web at www.ISRreports.com and click on
the Industry Reports tab or call us at +1.919.301.0106.
The price for a single user license is $6,900.
Please call or email for enterprise-wide license arrangements.
Sample Charts and Graphs
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4. Scorecards for 20 Key Attributes
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5. Tools to help sponsors choose
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6. Service Provider Drill-downs
Company X Average Customer Experience Ratings
1.00
0.75
0.50 0.37 0.42
0.28
0.18 0.16
0.25 0.13
0.00
(0.02) (0.02) (0.01)
(0.25) (0.11)
(0.18)
(0.10) (0.13)
(0.17)
(0.10)
(0.20)
(0.26) (0.25)
(0.50) (0.43)
(0.37)
(0.75)
(1.00)
Future Outsourcing Estimates… by Phase
Next 12 Months Phase __ Outsourcing
“In terms of volume, how would you predict your next 12 months of outsourcing Phase __ activities compared to
the last 12 months? Do you believe it will..?”
Increase significantly (>15%) 19%
Somewhat increase (6-15%) 34%
Stay about the same (+ or - 5%) 34%
Somewhat decrease (6-15%) 2%
Decrease significantly (>15%) 6%
©2011 ISR Reports
Don't know 6%
0% 25% 50%
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7. Intended CRO Use… by Phase
Future use of Service Providers
“Based on your recent experience(s), which of the following service providers are you planning to use more for
Phase __ services going forward?”
Brand visible in the report 35%
Brand visible in the report 35%
Brand visible in the report 29%
Brand visible in the report 21%
Brand visible in the report 12%
Brand visible in the report 11%
Brand visible in the report 11%
Brand visible in the report 8%
Brand visible in the report 7%
Brand visible in the report 6%
Brand visible in the report 6%
Brand visible in the report 5%
Brand visible in the report 5%
Brand visible in the report 5%
Brand visible in the report 5%
Brand visible in the report 4%
Brand visible in the report 4%
Brand visible in the report 4%
Brand visible in the report 3%
Brand visible in the report 3%
Brand visible in the report 2%
Brand visible in the report 2%
Brand visible in the report 2%
Brand visible in the report 2%
Brand visible in the report 2%
Brand visible in the report 2%
Brand visible in the report 2% ©2011 ISR Reports
Brand visible in the report 1%
Brand visible in the report 1%
Brand visible in the report 1%
Brand visible in the report 1%
Brand visible in the report 1%
Brand visible in the report 19%
Brand visible in the report 10%
0% 5% 10% 15% 20% 25% 30% 35% 40%
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8. Other Critical Metrics
Service Variability Index (SVI™)
Service Provider Leadership… by Phase
Service Provider Proposal Activity… by Phase
Service Provider Selection Drivers… by Phase
Preferred Service Providers… by Phase
And so much more
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