Nort Salz, CEO of Deep Customer Connections, has been surveying agents on behalf of individual P/C insurance carrier clients for years. Recently, as he tallied up responses from a broader survey—of nearly 500 agents who are readers of Insurance Journal—he expressed some frustration with the findings.

“Do carriers not really hear and understand?” he asked rhetorically as he reviewed 311 write-in comments to a survey seeking agents’ views of their relationships with carrier personnel and 307 comments about the usefulness of carrier technology.

“The comments—both about relationship and technology—could have come from any of our surveys. It appears that agents have the same messages for carriers regardless of what is asked,” he said....

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