2003 Best Practices Study

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

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

14.2% 23.3%

Marketing (Placement)

Claims Processing Customer Service

7.7%

42.5% 12.3%

Administration

*-Insufficient Data

How Time Was Spent

12.3%

14.2%

23.3%

42.5%

7.7%

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

Claims Processing Customer Service Administration

CSR Summary

Average Book Serviced/CSR (Commissions)

Average Pay as % of Book Serviced

30%

$300,000

$250,000

20%

$200,000

$150,000

$100,000

10%

$50,000

$0

0%

Commercial P&C Group L&H Personal P&C Multi-Line

Commercial P&C Group L&H Personal P&C

Multi-Line

Average Top 25%

Average

TECHNOLOGY PRODUCTIVITY

Information Technology FTE

Average

Top 25%

Number

0.8 3.0 0.3

High Low

Total IT Payroll Expense ($)

$18,014

$37,588

As % of Total Compensation Expense

3.5% 2.1%

As % of Net Revenues

Page 36 2003 Best Practices Study

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