Arbolus Intelligence

ICON plc

iconplc.com · Dublin, Ireland

ICON plc is a global clinical research organization that provides outsourced drug and device development services to pharmaceutical, biotechnology, and medical device companies. It offers clinical trial management, data management, pharmacovigilance, and commercialization support across all phases of clinical development. The company generates revenue through long-term service contracts and project-based fees for managing and executing clinical research programs worldwide.

  • Clinical Trial & Research Software
  • IT Consulting & Implementation
Listed in
Revenue
$8.0B
Employees
41,000
Founded
1990
Headquarters
Dublin, Ireland

What 92 Arbolus experts think of ICON plc

ICON’s NPS scores skew strongly positive, with the majority reporting ratings of 8–10. Renewal intent is high among Influencers and heavy spenders, with a small number of dissatisfied outliers in specific phases or pilot projects. Stickiness is robust, as most experts report over one year of usage and integration into strategic pipelines. Key positive feedback highlights operational execution, global scale, and integrated service models, while minor concerns relate to cost and flexibility for smaller projects.Overall Customer Sentiment: Positive

Who reviewed ICON plc

Total customers 92 86 current · 6 former
Reviews growth +15 in six months
Seniority of respondents
  • C-Suite 56% (52)
  • Director 33% (30)
  • Manager 11% (10)
Data Leader C-Suite NPS 9 Will renew Submitted Jan 2026
Other Leader C-Suite NPS 4 Undecided Submitted Jan 2026
Other Analyst C-Suite NPS 9 Undecided Submitted Dec 2025

Employer names and spend open in the full report, along with the other 89 customers.

Everything 92 customers told us about ICON plc.

Employer names, spend, renewal intent and every written answer behind the numbers on this page.

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Sentiment

-7 Net Promoter Score, from 92 scored reviews
  • Promoters 24
  • Passives 37
  • Detractors 31

Cumulative NPS by month

+0 over 6 months
  • Mar 7
  • Jun 7
  • Jul 7
  • Aug 7
  • Sep 7
  • Oct 7

Net Promoter Score across 2 reviews, accumulated up to each month. Category median 10 across 2 companies.

Praised

  • Expand Downmarket Offerings
  • AI-Driven Trial Modeling
  • Automated Monitoring Enhancements
  • Accelerated Site Activation

Criticised

  • Cost & Bureaucracy in Small Trials
  • Formal Change Processes
  • Niche Vendor Fit
  • Low-Cost Niche CROs

What customers say

Accelerated Site Activation
“I saw ICON launch and activate most of our global sites ahead of schedule, which let us achieve key milestones early.”
Rescue & Optimization Ability
“I relied on ICON to step in when our trial was struggling with dropouts—they turned things around and kept us on our regulatory timeline.”
Integrated Service Model
“I value that ICON gives us a single-vendor solution, bringing together clinical ops, lab, and supply for streamlined management.”

Renewal intent

Plan to renew 19%
  • Will renew 14
  • Undecided 54
  • Not renewing 7

Plan to renew, by seniority

  • C-Suite 23% 44 answers
  • Director 12% 25 answers
  • Manager 20% 5 answers
  • Not specified 0% 1 answer
  • 8.1/10 Average score from customers who will renew
  • 7.2/10 Average score from undecided customers
  • 5.1/10 Average score from customers not renewing

Top alternatives

Most weighed by ICON plc customers

Report

Customer Report - Oct 2026 Oct 2026 92 + 1

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