2002 Best Practices Study

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

How Time Was Spent:

19.2% 20.4%

Selling New Business (New or Acct Rounding)

Marketing (Placement)

Claims Processing Customer Service

7.8%

43.1%

Administration

9.5%

How Time Was Spent

9.5%

19.2%

43.1%

20.4%

7.8%

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

Claims Processing Customer Service Administration

CSR Summary

Average Pay as % of Book Serviced

Average Book Serviced/CSR (Commissions)

$250,000

30%

$200,000

20%

$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

+25% Profit

Number

0.6 1.0 0.1

High Low

Total IT Payroll Expense ($)

$15,675

$31,574

As % of Total Compensation Expense

3.3% 1.9%

As % of Net Revenues

39