2003 Best Practices Study

Analysis of Agencies with Revenues Between $5,000,000 and $10,000,000

4. Multi-line CSRs

Average

Top 25%

Number

* * * * * *

High Low

Average Commissions Serviced

*

Average Pay ($)

Average Pay (% of Book Serviced)

*-Insufficient Data

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

* * * * *

Marketing (Placement)

Claims Processing Customer Service

Administration

* - Insufficient Data

INSUFFICIENT DATA - CHART NOT APPLICABLE

CSR Summary

Average Book Serviced/CSR (Commissions)

Average Pay as % of Book Serviced

30%

$600,000

$500,000

20%

$400,000

$300,000

$200,000

10%

$100,000

$0

0%

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

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

Average Top 25%

TECHNOLOGY PRODUCTIVITY

Information Technology FTE

Average

Top 25%

Number

1.6 3.0 0.2

High Low

Total IT Payroll Expense ($)

$92,311

$154,972

As % of Total Compensation Expense

1.8% 1.1%

As % of Net Revenues

Page 79 2003 Best Practices Study

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