2004 Best Practices Study

AGENCIES WITH REVENUES OVER $25,000,000

E.

24/7 Customer Service

+25% Profit

+25% Growth

EXECUTIVE PERSPECTIVES

Average

% of Agencies Providing

26.7% 0.0% 50.0%

PROFILE

How 24/7 is Provided

Impact Scoring*

1

2

3

4

5

Very Negative

Somewhat Negative

Neutral Impact

Somewhat Positive

Very Positive

REVENUES/ EXPENSES

Impact Score* on Customer Satisfaction

% Providing

FINANCIAL STABILITY

Website

0.0%

0.00 4.00 4.00

After Hours Telephone Access/Servicing

25.0% 50.0% 50.0%

Both

Other** 4.50 **Pagers, rotating on-call employee, producer’s home phone # provided, carrier service centers, carrier 800 numbers, outsourced to CSR24 Service or Inscope

EMPLOYEE OVERVIEW

PRODUCER INFO

“A lot of the investments that we have made in technology have been made for the purpose of making life better for our support staff. Our ability to listen to them has helped us better equip them, which has resulted in significantly greater productivity and service.”

SERVICE STAFF INFO

TECHNOLOGY

INSURANCE CARRIERS

APPENDIX

172