2004 Best Practices Study

AGENCIES WITH REVENUES BETWEEN $2,500,000 AND $5,000,000

E.

24/7 Customer Service

+25% Profit

+25% Growth

EXECUTIVE PERSPECTIVES

Average

% of Agencies Providing

50.0% 62.5% 50.0%

PROFILE

How 24/7 is Provided

Impact Scoring*

1

2

3

4

5

Very Negative

Somewhat Negative

Neutral Impact

Somewhat Positive

Very Positive

REVENUES/ EXPENSES

Impact Score* on Customer Satisfaction

% Providing

FINANCIAL STABILITY

Website

56.3% 18.8% 18.8% 31.3%

4.22 4.00 4.33

After Hours Telephone Access/Servicing

Both

Other** 3.80 **Pagers, rotating on-call employee, producer’s home phone # provided, carrier service centers, carrier 800 numbers, outsourced to CSR24 Service or Inscope

EMPLOYEE OVERVIEW

PRODUCER INFO

SERVICE STAFF INFO

TECHNOLOGY

INSURANCE CARRIERS

APPENDIX

100