2013 Best Practices Study

Analysis of Agencies with Revenues Between $10,000,000 and $25,000,000

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

63.6% 12.1% 21.2% 57.6%

87.5% 12.5% 12.9% 62.5%

37.5% 37.5% 25.0% 62.5% 25.0%

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

Offer Realtime Quotes

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

Optimized for Mobile Devices

42..4% 62.5%

Other 12.5% Other included aggregators, claim reporting, bond app, V-Check and credit card payments, link to Zywayve and CSR24, website redesign, click-to-chat and push-to-talk available. Social Media Blog 42.4% 50.0% 50.0% Facebook 72.7% 87.55 75.0% YouTube 27.3% 12.9% 25.0% Twitter 54.5% 37.5% 50.0% LinkedIn 78.8% 100.0% 62.5% Google Places 30.3% 50.0% 37.5% Online Ads 15.2% 0.0% 25.0% Email Blast 63.6% 50.0% 75.0% Other 3.0% 0.0% 12.5% # of Staff Devoted to Social Media 2 1 1 % of Their Time Devoted to Social Media 12.5% 8.5% 9.1% Other included online scholarship program. 15.2% 0.0%

Producer Support Pipeline Management

81.8% 57.6% 45.5% 12.1%

87.5% 100.0%

Tablets/Laptops in the Field

50.0% 37.5%

37.5% 25.0% 12.5%

Mobile Apps

Other

0.0%

Other included CSR24, Zywave, Sitkins International, MS CRM tools to manage prospects, and eSignature capability.

Business Intelligence Tools—Internal Spreadsheets

93.9% 100.0%

87.5% 75.0% 75.0% 12.5%

2013 Best Practices Study

Benchmarking

69.7% 78.8%

75.0% 75.0%

Reporting & Querying

Agencies with Revenues Between $10,000,000 and $25,000,000

Other

3.0%

0.0%

Other included salesforce.com and CRM.

Business Intelligence Tools—External Zywave

63.6% 24.2% 33.3%

50.0% 25.0% 37.5%

87.5% 25.0% 37.5%

Hoovers

158

Other

Other included Prospector, SAS Business Analytics, Data.com, HR That Works, Lezage, Succeed, Milliman, HR360.com, QMOD, Oceanus Partners, Wired Quote, Silver Plume, Sage, EZLynx, Advisen, AM Best, Salesforce, BSwift, Prosential Group, Manta, MiEdge, and Succeed Management Solutions.