2013 Best Practices Study

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

Key Benchmarks Mgmt. Perspectives Profile Revenues Expenses Profitability Employee Overview Producer Info Service Staff Info Technology Insurance Carriers Appendix

Technology Tools (% of agencies utilizing)

Average +25% Profit +25% Growth

Agency Website Optimized for Search Engines

81.8% 27.3% 18.2% 68.2% 27.3% 15.9%

60.0% 20.0%

70.0% 40.0%

Participate in “Paid” Search Programs (e.g., Google Adwords)

Offer Realtime Quotes

0.0%

0.0%

Offer “Request a Quote” (Online App — Not Realtime)

80.0% 20.0%

60.0% 30.0%

Optimized for Mobile Devices

Other 10.0% Other included CSR24, EZ-Lynx, E-Marketing, Hubspot, Zywave, website tracking, and mobile app for turning in claims. Social Media Blog 432% 50.0% 50.0% Facebook 88.6% 90.0% 90.0% YouTube 29.5% 10.0 40.0% Twitter 59.1% 60.0% 80.0% LinkedIn 77.3% 80.0% 80.0% Google Places 36.4% 50.0% 50.0% Online Ads 22.7% 30.0% 20.0% Email Blast 70.5% 70.0% 90.0% Other 11.4% 10.0% 10.0% # of Staff Devoted to Social Media 2 1 2 % of Their Time Devoted to Social Media 12.6% 9.6% 9.1% Other included Salesforce/Zywave, Pinterest, and Google adwords. 0.0%

Producer Support Pipeline Management

66.9% 59.1% 15.9% 18.2%

50.0% 40.0% 10.0% 20.0%

80.0% 70.0% 30.0% 20.0%

Tablets/Laptops in the Field

Mobile Apps

Other

Other included Salesforce, Smartsheet (online tracking tool), Lexis Nexis, Big I VRC, Compliance Check, BGN, IWIN, Wedge, and Zywave Benefits Briefcase.

Business Intelligence Tools—Internal Spreadsheets

77.3% 68.2% 63.6%

60.0% 70.0% 50.0%

90.0% 90.0% 80.0%

2013 Best Practices Study

Benchmarking

Reporting & Querying

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

Other

6.8%

0.0%

0.0%

Other included Salesforce, Modmaster, and Broker Briefcase.

Business Intelligence Tools—External Zywave

68.2% 13.6% 25.0%

40.0%

70.0% 20.0% 10.0%

Hoovers

0.0%

126

Other

10.0%

Other included PL Rater, Modmaster, HR That Works, Succeed (Risk Management Center), Netquote, InfoUSA, Project Cap, Advisen, Marshall & Swift, CSR24, Google Earth, Formfire, and Insworld.