2004 Best Practices Study

AGENCIES WITH REVENUES BETWEEN $500,000 AND $1,250,000

E.

24/7 Customer Service

+25% Profit

+25% Growth

EXECUTIVE PERSPECTIVES

Average

% of Agencies Providing

41.4% 71.4% 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

% Providing

FINANCIAL STABILITY

Website

23.1% 15.4% 53.8% 23.1%

3.67 5.00 4.14

After Hours Telephone Access/Servicing

Both

Other** 4.00 **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

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