149 / 186
E.
24/7 Customer Service
How 24/7 is Provided
AGENCIES WITH REVENUES BETWEEN $10,000,000 AND $25,000,000
148
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
50.0% 50.0% 50.0%
% Providing
Impact Score*
on Customer
Satisfaction
Website
43.8%
4.14
After Hours Telephone Access/Servicing
31.3%
4.60
Both
25.0%
4.25
Other**
12.5%
4.50
**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*