Customer Loyalty In Small Molecule Drug Substance Manufacturing

In Q4, 2018, ISR surveyed 134 sponsors who outsource drug substance manufacturing for small molecule compounds to gain insight into their CMO loyalty. ISR computes customer loyalty as an index that consists of overall satisfaction, willingness to recommend, and likelihood to use the CMO again. The data below show companies with ten or more responses from recent users and an industry average derived from all of the CMOs included in the research. CMO loyalty scores were aggregated, averaged, and weighted based on the number of customer interactions.