2003 Best Practices Study

Analysis of Agencies with Revenues Between $1,250,000 and $2,500,000

Customer Service Administration

2. Group Life & Health CSRs

Average

Top 25%

Number

1.4 3.5 0.5

High Low

Average Commissions Serviced

$255,773 $35,652

$495,350

Average Pay ($)

Average Pay (% of Book Serviced)

13.9%

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

12.5% 14.6% 10.0% 48.7% 14.2%

Marketing (Placement)

Claims Processing Customer Service

Administration

How Time Was Spent

12.5%

14.2%

14.6%

10.0%

48.7%

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

Claims Processing Customer Service Administration

3. Personal P&C CSRs

Average

Top 25%

Number

3.2 6.3 1.0

High Low

Average Commissions Serviced

$152,693 $30,858

$212,916

Average Pay ($)

Average Pay (% of Book Serviced)

20.2%

Page 49 2003 Best Practices Study