Reports
Our Annual Benchmark Report and our Executive Survey Report offer valuable insights.
In Their Own Words: What Agents and Brokers Say About Carrier Technology
The technology of the carrier-agent interface is critical to both parties. For carriers it represents a very large investment and its effectiveness profoundly affects the volume of business agents write with them. For agents and brokers, it has an equally profound impact on productivity and work frustrations.
This report identifies the themes in agents’ responses and cites dozens of direct quotes from agents in response to four questions:
- What irritates or bugs you the most about the technology of the P/C carriers you represent?
- What do you like best about the technology that carriers provide for you?
- What are the two most important things P/C carriers should do to improve their technology?
- What are your suggestions for how P/C carriers can more effectively help you use their technology?
In addition, agents and brokers identified and ranked the importance of specific technology functionalities they want but are not currently provided by carriers. Finally, along with its detailed analysis of agents’ responses, the report includes recommendations for what carriers can do to formulate technology strategies as well as design and deploy technology solutions in a way that supports their eager acceptance and use by agents.
Deep Customer Connections' 2009 Benchmark Report
The Deep Customer Connections Annual Benchmark Report has become an industry standard. Since 2005, we have been consolidating the research conducted each year into our annual benchmark report on the industry's performance. The report analyzes and synthesizes quantitative and qualitative data from agents into a report that answers such questions as:
- How do companies that have made it easier to write business affect agents' buying decisions?
- What does "making business easier" mean to your agents?
- What are the most important factors to agents?
- How can you measure your performance against those factors?
- Who are the top performers?
- What characterizes them?
- How does their performance compare with that of the rest of the industry?
- Where should you target scarce improvement resources?
- What steps can you take now to strengthen your performance?
Of more than 37,000 independent agents who have responded to Deep Customer Connections' Survey over seven years, 99% agree that how easy it is to write with a carrier is critical to their buying decision.
Features:
- Validated, time-tested Model
- 11 Factors
- Ratings from 8,639 independent agents
- History of ratings from 37,000 agents over seven years
- Importance and Performance data
- Deep Customer Connections Index charts
- 29 charts and tables
- Top Ten performers overall
- Top performers in each individual Factor
- Traits of Top Ten Performers
- Comments from agents
- 2003-2009 comparisons
- Expert annotations
- Expert recommendations for your improvement
Click here to download the executive summary.
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Executive Survey Report
Executive Survey Abstract
NAMIC (National Association of Mutual Insurance Companies) and Deep Customer Connections collaborated on research to determine how consistent independent agents' and P&C carrier executives' views are on how easy it is for agents to write business with carriers. Making it easier to write business is critically important because of its profound effect on agents' productivity and profitability and, because agents are the primary decision makers in where to place business, it is also critical to carriers. Results of this survey, to which 386 carrier executives responded, are compared with agents' responses to Deep Customer Connections' 2008 survey, to which more than 7,000 agents responded.
