2003 Best Practices Study

Analysis of Agencies with Revenues Less Than $500,000

3. Personal P&C CSRs

Average

Top 25%

Number

1.4 3.0 0.3

High Low

Average Commissions Serviced

$120,033 $24,671

$192,456

Average Pay ($)

Average Pay (% of Book Serviced)

20.6%

How Time Was Spent: Selling New Business (New or Acct Rounding)

14.4% 22.8%

Marketing (Placement)

Claims Processing Customer Service

7.9%

49.4%

Administration

5.4%

How Time Was Spent

5.4%

14.4%

22.8%

49.4%

7.9%

Selling New Business (New or Acct Rounding) Marketing (Placement)

Claims Processing Customer Service Administration

4. Multi-line CSRs

Average

Top 25%

Number

1.8 3.0 0.5

High Low

Average Commissions Serviced

$128,249 $30,076

$207,933

Average Pay ($)

Average Pay (% of Book Serviced)

23.5%

Page 21 2003 Best Practices Study