Customer satisfaction ratings exceed all known benchmarks at a contract research organisation

Average overall satisfaction ratings at the US Veterans Affairs Clinical Research Pharmacy(VACSP), a US government clinical trials agency, exceeded all known benchmarks. VACSP compared its average customer satisfaction scores for both its customer groups compared with industry contract research organisations (CROs) competitors and other benchmarks and: In 2006 against the 2008 Baldrige Award winner’s rating of 95% VACSP also scored 95%, in 2007 VACSP rated 97% against 94% and in 2008 VACSP ach...

BPIR Categories

15.2.4 Service performance e.g. quality/delivery/value
15.2.1 Customer satisfaction, accolades, awards