2013 Best Practices Study

Analysis of Agencies with Revenues Between $2,500,000 and $5,000,000

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

76.1% 37.0% 19.6% 69.6% 34.8% 21.7%

90.9% 45.5% 18.2% 81.8% 36.4%

81.8% 27.3%

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

Offer Realtime Quotes

0.0%

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

54.5% 45.5%

Optimized for Mobile Devices

Other 27.3% Other included integrated client portal, hubspot, bi-directional data piping/e-signatures, focus on niche marketing, pay online, internet-based risk management system, home and auto changes, billing inquiries, and Project Cap. Social Media Blog 26.1% 18.2% 18.2% Facebook 71.1% 81.8% 72.7% YouTube 8.7% 0.0% 9.1% Twitter 39.1% 27.3% 18.2% LinkedIn 65.2% 45.5% 36.4% Google Places 30.4% 27.3% 27.3% Online Ads 23.9% 18.2% 0.0% Email Blast 43.9% 27.3% 27.3% Other 6.9% 9.1% 0.0% # of Staff Devoted to Social Media 1 1 1 % of Their Time Devoted to Social Media 8.9% 3.9% 1.9% Other included newsletter, IIABA Project Cap, and to use services of a social media consultant. 9.1%

Producer Support Pipeline Management

58.7% 54.3% 19.6% 15.2%

63.6% 45.5% 18.2% 18.2%

63.6% 45.5% 36.4% 18.2%

Tablets/Laptops in the Field

Mobile Apps

Other

Other included remote access to network, Sales Genie, Producer Plus and My Sales Results.

Business Intelligence Tools—Internal Spreadsheets

71.7% 39.1% 56.5%

54.5% 36.4% 45.5%

63.6% 36.4% 63.6%

2013 Best Practices Study

Benchmarking

Reporting & Querying

Agencies with Revenues Between $2,500,000 and $5,000,000

Other

2.2%

9.1%

0.0%

Other included using insurance company programs to find prospects that meet company profile.

Business Intelligence Tools—External Zywave

23.9% 10.9% 26.1%

0.0% 9.1%

27.3% 18.2% 18.2%

Hoovers

94

Other

18.2%

Other included AM Best, Constant Contact, Compliance Check, Sales Genie, Risk Mitigator, Share File, CSR 24, Succeed Risk Management Solutions, PL Rater, Compline, Semcat, Modmaster, iWin 951 - The Wedge Group, mystrategicplan.com, Addis Intellectual Capital, Blue Print Selling, Risk Rover 365, Insurance Track, Lead Orchard (telemarketing), and Business Wise.