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E.

24/7 Customer Service

How 24/7 is Provided

AGENCIES WITH REVENUES BETWEEN $5,000,000 AND $10,000,000

124

EXECUTIVE

PERSPECTIVES

PROFILE

REVENUES/

EXPENSES

FINANCIAL

STABILITY

EMPLOYEE

OVERVIEW

PRODUCER

INFO

SERVICE

STAFF

INFO

TECHNOLOGY

INSURANCE

CARRIERS

APPENDIX

Average

+25%

Profit

+25%

Growth

% of Agencies Providing

38.7% 37.5% 25.0%

% Providing

Impact Score*

on Customer

Satisfaction

Website

50.0%

3.83

After Hours Telephone Access/Servicing

0.0%

0.00

Both

41.7%

4.40

Other**

41.7%

5.00

**Pagers, rotating on-call employee, producer’s home phone # provided, carrier service centers, carrier 800

numbers, outsourced to CSR24 Service or Inscope

1

5

Very

Negative

Somewhat

Negative

Neutral

Impact

Somewhat

Positive

Very

Positive

2

3

4

Impact Scoring*