2004 Best Practices Study

AGENCIES WITH REVENUES UNDER $500,000

E.

24/7 Customer Service

+25% Profit

+25% Growth

EXECUTIVE PERSPECTIVES

Average

% of Agencies Providing

50.0% 50.0% 33.3%

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

50.0% 58.3% 58.3%

3.83 4.00 4.00

After Hours Telephone Access/Servicing

Both

Other** 5.00 **Pagers, rotating on-call employee, producer’s home phone # provided, carrier service centers, carrier 800 numbers, outsourced to CSR24 Service or Inscope 8.3%

EMPLOYEE OVERVIEW

PRODUCER INFO

"I offer flexibility, for example, appointments on Sunday nights or at 6:00 AM on Saturdays. The 'hands-on' approach we take is easy when you are a small agency."

SERVICE STAFF INFO

TECHNOLOGY

INSURANCE CARRIERS

APPENDIX

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