CROs Improve Service Delivery

ISR Reports' data show the CRO industry is improving service delivery, albeit with room for improvement. Not long ago— perhaps as recent as 2005—this chart would have been reversed, when more service providers were missing expectations than exceeding them.

So why the change? We have identified the following three factors:

• The increasingly competitive CRO environment is responsible for some of the quality improvements. Disaffected customers have more options than they used to, providing CROs with all the incentive needed to tighten the bolts on their clinical operations machinery.

• Similarly, CROs are getting better at asking the right questions and identifying their customers' needs.

• And for their part, we would suggest that sponsors are also becoming more sophisticated outsourcers They are getting better at articulating their needs, making it more likely that CROs can meet them.

Sponsors Rate Satisfaction with CROs

With 20% of interactions still missing expectations more can be done. But in our experience, these relationships have come a long way—Industry Standard Reports, www.ISRreports.com