Satisfied – and repeat – customers are the heart of the success of OpenClinica Recruit.

Given the difficulties many organizations experience with clinical trial recruitment, especially for challenging populations, it’s particularly gratifying to know that quite a few customers have chosen Recruit for multiple studies. One repeat customer tops the list with 22 studies.

At OpenClinica Recruit, we are customer-centric and believe strongly in the power of word of mouth to attract new customers. That’s why we embarked on a comprehensive customer survey to learn what we’re doing well and where we need to focus our continuous improvement efforts.

Let’s start with our Net Promoter Score (NPS), a measure of a client’s likelihood of recommending OpenClinica Recruit to industry colleagues. A score of 50 is considered very good and 75 or greater is thought to be best in class.

We are thrilled to report that OpenClinica Recruit’s NPS is 71.

Our customers acknowledge our capabilities and performance in helping them to meet their clinical trial recruitment goals. OpenClinica is favored because it is “the easiest, most effective, and most reliable recruitment channel.” We ‘excel at customer service, a key distinguishing factor’ for clients. Many current customers cite our outstanding problem resolution, our collaborative approach, responsiveness, and ease of working together.

Customers Value Our Customer Service and Problem Resolution

Diving deeper, 100 percent of surveyed customers are highly satisfied with the service and care we provide. Some of my favorite client quotes are:

Everyone is kind and lovely to work with.”

Anytime we’ve had a challenge or an issue they produce a solution. They’re fully engaged and at the table addressing problems effectively.”

Anytime we email or call them with an idea, issue, or change their answer is, sounds great, it’s no problem.’ Plus, they do whatever is discussed within a timely manner. They make us feel like we are their only client. They are that good.”

Their focus and care for us as customers is one of their biggest strengths. We usually just email support and will always receive a prompt response. Everyone I have worked with is great.”

They have a great team. I do not deal with one main person. They always respond quickly.”

[My primary contact] is fantastic. He is just incredibly professional with a good knowledge base.”

I am giving them a nine [out of 10] because of [our primary contact.] She has made a real impact on the quality of the service we receive.”

OC Recruit Customers Value Our ROI

Our customer survey asked about the fees we charge for clinical trial recruitment services. In general, our customers are satisfied with the results.

We’ve tried to do internal, and we just don’t have it down. At this point, we have OpenClinica Recruit written into our grants.”

I do think their fees are reasonable, especially when I compare their recruitment results to my own. If they can keep producing equivalent results, I will gladly pay their fee.”

It’s worth every penny because it’s the difference between being able to recruit and not being able to recruit.”

Our actual cost per enrolled prospect is cheaper with OpenClinica Recruit. The reason it’s a 9 and not a 10 is that we pay for all leads, including those that are ineligible.”

Some customers asked for more transparency about pricing, and we are working to provide that level of detail.

OC Recruit Clients Intend to Remain Customers

In addition to our customer who has done 22 studies with OpenClinica Recruit, nearly 300 researchers have chosen to use our clinical trial recruitment services for multiple studies and 98 with three or more studies with us.

Many plan to be repeat customers:

I have two grants in with OpenClinica Recruit built into them. I expect our work with them to stay the same or more, but it’ll depend on funding.”

I would love to increase my work with OpenClinica Recruit. If we get additional grants or supplemental funding, I will increase my contract. There’s a need for their services; it’s just a matter of getting grant funding to pay for it.”

OpenClinica Recruit has a proven track record of identifying and engaging clinical trial participants. Since 2020, OpenClinica Recruit has successfully enrolled more than 50,000 participants in clinical research studies, while simultaneously accelerating enrollment timelines and reducing participant engagement costs.

To read more about two satisfied customers, click here.