2004 Best Practices Study

AGENCIES WITH REVENUES BETWEEN $5,000,000 AND $10,000,000

E.

24/7 Customer Service

+25% Profit

+25% Growth

EXECUTIVE PERSPECTIVES

Average

% of Agencies Providing

38.7% 37.5% 25.0%

PROFILE

How 24/7 is Provided

Impact Scoring*

1

2

3

4

5

REVENUES/ EXPENSES

Very Negative

Somewhat Negative

Neutral Impact

Somewhat Positive

Very Positive

Impact Score* on Customer Satisfaction

FINANCIAL STABILITY

% Providing

Website

50.0%

3.83 0.00 4.40

After Hours Telephone Access/Servicing

0.0%

Both

41.7% 41.7%

EMPLOYEE OVERVIEW

Other** 5.00 **Pagers, rotating on-call employee, producer’s home phone # provided, carrier service centers, carrier 800 numbers, outsourced to CSR24 Service or Inscope

PRODUCER INFO

SERVICE STAFF INFO

TECHNOLOGY

INSURANCE CARRIERS

APPENDIX

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