Customer Loyalty In Small Molecule API Manufacturing

In Q42020, ISR surveyed 123 sponsors who outsource small molecule API to gain insight into customer loyalty. CMO loyalty is computed as an index that consists of overall satisfaction, willingness to recommend, and the likelihood of using the contract manufacturer again. The data below show companies with ten or more responses from recent users and an industry average derived from all CMOs included in the research; their loyalty component scores are aggregated, averaged and then weighted based on the number of customer interactions. To learn more, follow the link to the Small Molecule API Contract Manufacturer Quality Benchmarking report preview.