2004 Best Practices Study

AGENCIES WITH REVENUES BETWEEN $10,000,000 AND $25,000,000

E.

24/7 Customer Service

+25% Profit

+25% Growth

EXECUTIVE PERSPECTIVES

Average

% of Agencies Providing

50.0% 50.0% 50.0%

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

% Providing

FINANCIAL STABILITY

Website

43.8% 31.3% 25.0% 12.5%

4.14 4.60 4.25

After Hours Telephone Access/Servicing

Both

Other** 4.50 **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

148