2003 Best Practices Study

Analysis of Agencies with Revenues Between $500,000 and $1,250,000

3. Personal P&C CSRs

Average

Top 25%

Number

2.5 8.0 0.5

High Low

Average Commissions Serviced

$148,600 $28,795

$239,236

Average Pay ($)

Average Pay (% of Book Serviced)

19.4%

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

18.9% 17.7%

Marketing (Placement)

Claims Processing Customer Service

6.7%

53.2%

Administration

3.5%

How Time Was Spent

3.5%

18.9%

17.7%

53.2%

6.7%

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

Claims Processing Customer Service Administration

4. Multi-line CSRs

Average

Top 25%

Number

2.2 4.0 1.0

High Low

Average Commissions Serviced

$171,280 $27,875

*

Average Pay ($)

Average Pay (% of Book Serviced)

16.3%

Page 35 2003 Best Practices Study