ISR’s “CRO Quality Benchmarking – Phase IV 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 44 Phase IV 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 IV CRO and for service providers seeking an experience-based evaluation of their strengths and weaknesses.

1. CRO QUALITY
BENCHMARKING –
PHASE IV
SERVICE PROVIDERS
(8th EDITION)
M A R C H , 2 0 1 6
P R E V I E W O F

2. REPORT OVERVIEW
HOW YOU CAN USE THIS REPORT
ISR’s “CRO Quality Benchmarking – Phase IV 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 44 Phase IV 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 IV 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
1 4 5 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
156
PAGES
44
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 CROS
Make a more informed
purchase of Phase IV 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 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 26 critical attributes
• Pinpoint potential delivery concerns early in a sponsor-
CRO relationship/ evaluation 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

3. COMPANIES INCLUDED
ATTRIBUTES MEASURED
Accelovance
Accenture
BioClinica
Bioskin
CEBIS International
Chiltern
Clinipace
Clinlogix
Cognizant
Covance
DaVita Clinical Research
DCRI - Duke
Eurofins
Eurotrials
HungaroTrial
ICON
Inamed
INC Research
inVentiv Health Clinical
KCR
Lambda
Mapi
Medpace
Medsource
NAMSA
Novotech
Novum
PAREXEL
Pharm-Olam International
PPD
PRA
ProTrials
QPS
Quintiles
Radiant
Rho
SanaClis
SGS Life Sciences
SynteractHCR
Tata
Theorem
TKL Research
UBC
Worldwide Clinical Trials
Introduction
SMARTER QUESTIONS SMARTER ANSWERS
BUDGET FACTORS
• Low cost
• Minimizing change orders
DELIVERY FACTORS
• Commercial market knowledge
• Data quality
• Easy to work with
• Local market / Regulatory knowledge
• Network of sites / investigators
• Offered innovative solutions
• Patient recruitment strategy
• Technology for real-time access to
data
• Up-front contingency planning and
trial risk management
ORGANIZATION FACTORS
• Breadth of services
• Global footprint
• Financial strength / stability
• Operational excellence
STAFF CHARACTERISTICS
• CRA quality
• Project manager quality
• Project team chemistry
• Responsiveness
• Staff turnover
• Study design expertise
• Therapeutic expertise
• Timely project communications
TIMELINES MANAGEMENT
• Meeting overall project timelines
• Speed of site / investigator
recruitment
• Speed of site start-up
each company
is evaluated
based on
26 CRITICAL
ATTRIBUTES
data are
included for
all 44 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.

4. Introduction
SMARTER QUESTIONS SMARTER ANSWERS
TABLE OF CONTENTS
FOR FULL TABLE OF CONTENTS, PLEASE DOWNLOAD
THE FULL PREVIEW AT:
HTTPS://WWW.ISRREPORTS.COM/REPORTS/CRO-QUALITY-BENCH-
MARKING-PHASE-IV-SERVICE-PROVIDERS-8TH-EDITION/

5. Introduction
SMARTER QUESTIONS SMARTER ANSWERS
SERVICE PROVIDER PERFORMANCE AND LOYALTY
CRO Quality Benchmarking – Phase IV Service Providers (8th edition) 28www.ISRreports.com ©2016
Figure 14 - Customer Loyalty: 2015
This is an analysis of loyalty metrics for service providers with 10 or more recent users�
Results of ISR’s Loyalty Score mirror those found in the analysis of Leadership, Familiarity, Usage, and
Preference� Covance, PPD, Quintiles, and PAREXEL reaffirm their positions as outstanding Phase IV
firms, taking the top four ranked positions in the Customer Loyalty metric and the metrics discussed
earlier�
ISR computes loyalty as an index that consists of Overall Satisfaction, Willingness to Recommend, and
Likelihood to Use Again�
“How do you rate your overall satisfaction with [company name]’s Phase IV services? (Please use a scale of 1-10
where “10” is “Extremely Satisfied” and “1” is” Extremely Dissatisfied”, and using any number in between).”
“Assuming you left your current company and went to work for a direct competitor of yours, how likely would
you be to recommend [company name] for Phase IV services to your new organization? (Please use a scale of
1-10 where “10” is “Extremely Likely” and “1” is” Extremely Unlikely”, and using any number in between).”
“Please rate how likely you would be to use [company name] for future Phase IV services (Please use a scale of
1-10 where “10” is “Extremely Likely” and “1” is” Extremely Unlikely”, and using any number in between).”
CRO QUALITY BENCHMARKING – PHASE IV SERVICE PROVIDERS (8TH EDITION) 2
9
Figure 14 - Customer Loyalty:
2015
This is an analysis of loyalty metrics for service providers with 10 or more responses.
Results of ISR’s Loyalty Score mirror those found in the analysis of Leadership, Familiarity, Usage, and
Preference. Covance, PPD, Quintiles, and PAREXEL reaffirm their positions as outstanding Phase IV firms,
taking the top four ranked positions in the Customer Loyalty metric and the metrics discussed earlier.
ISR computes loyalty as an index that consists of Overall Satisfaction, Willingness to Recommend, and
Likelihood to Use Again.
“How do you rate your overall satisfaction with [company name]’s Phase IV services? (Please use a scale of 1-10
where "10" is "Extremely Satisfied" and "1" is" Extremely Dissatisfied", and using any number in between).”
“Assuming you left your current company and went to work for a direct competitor of yours, how likely would you be to
recommend [company name] for Phase IV services to your new organization? (Please use a scale of 1-10 where "10"
is "Extremely Likely" and "1" is" Extremely Unlikely", and using any number in between).”
“Please rate how likely you would be to use [company name] for future Phase IV services (Please use a scale of 1-10
where "10" is "Extremely Likely" and "1" is" Extremely Unlikely", and using any number in between).”
6.2
6.5
6.5
6.8
6.9
7.0
7.1
7.4
7.5
1 2 3 4 5 6 7 8 9 10
ICON (n=28)
PRA (n=16)
inVentiv Health Clinical (n=18)
INC Research (n=17)
Phase IV Industry Average (n=232)
PAREXEL (n=38)
Quintiles (n=53)
PPD (n=28)
Covance (n=34)
Loyalty Score
© Industry Standard Research
This is an enterprise-wide license and this file is not to be distributed beyond the terms of this agreement. For information on the license holder, please contact ISR (info@ISRreports.com).
S A M P L E P A G E :
CUSTOMER LOYALTY
ISR 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.
D A T A I N F U L L R E P O R T

6. Introduction
SMARTER QUESTIONS SMARTER ANSWERS
SERVICE PROVIDER PERFORMANCE AND LOYALTY
CRO Quality Benchmarking – Phase IV Service Providers (8th edition) 26www.ISRreports.com ©2016
Figure 12 - Staff Characteristics
Ratings Key: Clear leadership Better than most About average Falling a bit short Likely deficiency
Covance
ICON
INC Research
inVentiv Health Clinical
PAREXEL
PPD
PRA
Quintiles
CRA
quality
Project
manager
quality
Project
team
chemistry Responsiveness
Staff
turnover
Study
design
expertise
Therapeutic
expertise
Timely project
communications
This is an enterprise-wide license and this file is not to be distributed beyond the terms of this agreement. For information on the license holder, please contact ISR (info@ISRreports.com).
S A M P L E P A G E :
SERVICE PROVIDER PERFORMANCE
Part 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.
Ratings Key: Clear leadership Better than most About average Falling a bit short Likely deficiency
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
CRA
quality
Project
manager
quality
Project
team
chemistry Responsiveness
Staff
turnover
Study
design
expertise
Therapeutic
expertise
Timely project
communications
D 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 .

7. Introduction
SMARTER QUESTIONS SMARTER ANSWERS
S A M P L E P A G E : PHASE IV COMPANY PROFILE
The Average Customer Experience section measures
each company’s performance relative to expectations
in each of the 26 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
CRO Quality Benchmarking – Phase IV Service Providers (8th edition) 33www.ISRreports.com ©2016
BRAND SNAPSHOT
CUSTOMER LOYALTY
AVERAGE CUSTOMER EXPERIENCE
ICON
TOP3
ATTRIBUTES:
Financial
strength/
stability
Global footprint
Breadth of
services
BOTTOM3
ATTRIBUTES:
Minimizing
change orders
Up front
contingency
planning, risk
management
Low cost
HIGHLIGHTS
AWARENESS 90%
FAMILIARITY 63%
USE 19%
LEADERSHIP 26%
(N=28)
© 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
Patient recruitment
strategy
Meeting overall
project timelines
Data quality
Easy to work with Project manager
quality
Global footprint Low cost Responsiveness
Ratings Key: Clear leadership Better than most About average Falling a bit short Likely deficiency
Operational
excellence
INDUSTRY AVERAGE
ICON
6.9
6.2
This is an enterprise-wide license and this file is not to be distributed beyond the terms of this agreement. For information on the license holder, please contact ISR (info@ISRreports.com).
SAMPLE COMPANY (N=45)
SAMPLE COMPANY

8. Introduction
SMARTER QUESTIONS SMARTER ANSWERS
FOR ADDITIONAL SAMPLE PAGES, PLEASE DOWNLOAD
THE FULL PREVIEW AT:
HTTPS://WWW.ISRREPORTS.COM/REPORTS/CRO-QUALITY-BENCH-
MARKING-PHASE-IV-SERVICE-PROVIDERS-8TH-EDITION/

9. Introduction
SMARTER QUESTIONS SMARTER ANSWERS
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
>> R E G I S T E R N O W
>>Receive $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
SAVE ON THIS,
OR ANY ISR REPORT, BY
CREATING A
FREE ACCOUNT
FOR PRICING AND ORDERING INFORMATION, PLEASE DOWNLOAD
THE FULL PREVIEW AT:
HTTPS://WWW.ISRREPORTS.COM/REPORTS/CRO-QUALITY-BENCH-
MARKING-PHASE-IV-SERVICE-PROVIDERS-8TH-EDITION/

10. TO LEARN MORE: CONTACT US AT INFO@ISRREPORTS.COM OR +1(919)301-0106
Biosimilars &
Biologics
Clinical Trial
Recruitment &
Retention
Commercialization Department
Models &
Structures
Trends &
Technologies
Manufacturing Service
Provider Quality
Benchmarking
CUSTOM RESEARCH
UNDERSTAND YOUR MARKETS
Leverage ISR’s experience and institutional
knowledge to create a fit-for-purpose market
research project that addresses the business
decisions you need to make.
Are you:
• Developing a new product or service?
• Evaluating a new market?
• Targeting a new customer segment?
• Entering a new geography?
• Needing a deeper understanding of your
customer or potential customer base?
UNDERSTAND YOUR CUSTOMERS
Who makes the decisions and in what contexts?
ISR can help you gain a deeper understanding of
your customers’ decision-making units (DMUs) and
decision-making processes (DMPs).
Key Questions Addressed:
• What motivates the purchase decision?
• How are companies, products, solutions, and/or
brands evaluated?
• What factors drive the final buying decision?
• Where are your customers won or lost in the
purchasing process?
• Why were specific opportunities won or lost?
• How do you keep customers engaged and
manage their loyalty over time?
CUSTOM RESEARCH SERVICES
• Investigator Forum
• Brand, Advertising, and Message Testing
• Loyalty Management
• New Product and Service Development
• Competitive Intelligence
• Strategy War Games
• MORE
S O M E T H I N G T O C O N S I D E R
DISTINCTIVE – Receive novel insights
from industry decision-makers on topics
including: service provider quality, patient
recruitment, biosimilars, clinical technology,
manufacturing, clinical operations, and
commercial activities.
UNRESTRICTED – ISR doesn’t sell seats.
Instantly obtain access for all employees within
your organization
AFFORDABLE – Receive access to
ALL reports in ISR’s library, as well as those
released during your subscription period. ISR’s
competitive library pricing equates to the cost of
a few individual report purchases.
LIBRARY ACCESS
SUBSCRIPTION
ISR’s library access subscription provides your entire
organization access to our full library of syndicated
market research reports (100+ titles) plus access
to all reports (~25 per year) released during your
subscription period.
Our research categories include:

11. Introduction
SMARTER QUESTIONS SMARTER ANSWERS
www.ISRreports.com ©2013 | Preview of: Benchmarking the Pharma Industry’s HEOR Functions 11
act with confidence
www.ISRreports.com ©2015 | Preview of: Epithelial Ovarian Cancer: Disease and Pipeline Analysis 10
act with confidence
www.ISRreports.com ©2013 | Preview of: Benchmarking the Pharma Industry’s HEOR Functions 10
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