The people behind the data: Study team feedback on cubeCDMS

Every successful clinical study depends on the dedication of the study teams who bring complex protocols to life through careful data management and collaboration. Data managers and project managers act as a bridge between science and operations. Their experience with our technology shapes not only the quality of research outcomes, but also the efficiency and flow of clinical data.

At CRScube, we deeply value their insights. When study teams speak, we listen. Because every enhancement we make to cubeCDMS, our electronic data capture (EDC) system, begins with understanding how it supports the people who depend on it day-in day-out.

Why Net Promoter Score matters

Measuring how well a product truly serves its users can be complex; the Net Promoter Score (NPS) offers a simple and powerful way to understand that relationship. NPS is calculated by asking users one core question: How likely are you to recommend this product to a colleague or peer?  Responses are given on a scale of 0 to 10 and grouped into Promoters (9–10), Passives (7–8), and Detractors (0–6). The final score is derived by subtracting the percentage of Detractors from the percentage of Promoters, giving a result between –100 and +100.

Although it’s a widely used benchmark in SaaS and service industries, context matters. Consumer-facing sectors like retail tend to achieve higher averages due to frequent, transactional interactions, while business and enterprise software – such as clinical systems – often see lower ranges. In this light, an NPS above 50 is typically seen as excellent for SaaS solution, anything above 70 being considered as “world-class”. It reflects not just satisfaction, but advocacy: a signal that users believe in the product’s value and reliability enough to recommend it to others.

What the results tell us

In our 2025 Study Team NPS Survey, we heard from 406 respondents across three key user groups:

• Data Managers (DM) from CROs

• Project Managers (PM) and Clinical Research Managers (CRM) from CROs

• DMs, PMs and CRMs from sponsors, grouped into one category

It is important to distinguish between CRO and sponsor users, as their perspectives often come from different contexts. While CRScube typically works directly with CROs, sponsors experience cubeCDMS through the studies their partners manage. This means their feedback reflects the system’s usability and performance on its own merits, independent of any direct relationship with CRScube.

The overall Net Promoter Score (NPS) of 78 for our EDC reflects an exceptionally strong level of satisfaction, well above the SaaS industry average of 35–40. Every group achieved an NPS above 75, demonstrating not just contentment, but genuine advocacy for cubeCDMS.

Such a result is humbling. It reminds us that excellence comes not only from technology, but from trust – and that trust must be continually earned through reliability, usability, and meaningful improvement.

What users value most

Each professional group brought its own perspective on what makes cubeCDMS stand out.

Data Managers highlighted the intuitive interface and design that shortens the learning curve, along with the advanced edit checks that simplify study setup and safeguard data accuracy. Many also praised the AI coding convenience, which reduces manual workload and improves efficiency. One recurring theme in their feedback was appreciation for CRScube’s responsive helpdesk, noted for its quick turnaround and deep product knowledge.

Project Managers valued the user-friendly UI and the system’s real-time monitoring capabilities, allowing clear oversight of study progress. They also emphasized the ease of dataset export and dual user support, noting how cubeCDMS accommodates both data management teams and site users seamlessly.

Sponsor representatives, meanwhile, pointed to immediate usability as a major strength – many reported being able to navigate cubeCDMS without any formal training. The familiarity and consistency of the system were seen as reassuring, while real-time access to enrolment and trial metrics was viewed as critical for decision-making.

Across all groups, one message stood out clearly: cubeCDMS helps make complex work simpler.

Areas for improvement

High satisfaction doesn’t mean there’s no room to grow. Study teams shared thoughtful suggestions for continued enhancement, and we take these seriously.

Some users pointed to the need for performance optimization, especially when managing very large data sets. Others requested expanded analytics, such as query resolution tracking and customizable SAE reports.

These are the kinds of insights that directly inform our product roadmap. Some are already in progress, whilst others are being carefully reviewed for feasibility. Taking this feedback into account, we aim to make the experience of working with cubeCDMS even smoother and more empowering.

Looking ahead

We are grateful for the study teams’ feedback. An NPS of 78 is a number we are extremely proud of. It is a reflection of partnership, care, and shared purpose.

At CRScube, our mission remains constant: to make clinical research more accessible, transparent, and human. We will continue to refine cubeCDMS based on the voices of those who use it daily, ensuring that it evolves alongside the real-world needs of clinical research professionals everywhere.

Because when the people behind the data succeed, the science – and the patients it serves – move forward too.