Nearly 400 agency representatives (390) responded to the survey that asked four basic questions:

  • How do you score your relationships with carriers and carrier technology in helping you to perform key activities today (prospecting, writing policies, servicing policies, supporting policyholders with claims)?
  • Should carriers focus on improving relationships or on improving technology to help you with these activities in the future?
  • What is most problematic about relationships with carrier personnel and carrier technology today?
  • What do you want most from carriers today?

The typical agency representative responding to the survey is at least 50 years old and is a principal or producer of a firm that employs 20 people or less.

A breakdown by individual profile characteristic follows.

DCC Participants Graphic a

Age: Roughly 40 percent are more than 60 years of age, making the profile of respondents older than the prior survey, which had just 34 percent in the over-60 age group. About half (51 percent) are 41-60 years old. The remaining 9 percent are younger.

Agency size: Roughly two-thirds (67 percent) are in agencies with 20 or fewer people. Eighteen percent had between 21 and 75 people. Of the remainder, 7 percent employ more than 300 people.

Line of business: The respondents were evenly split across lines of business with roughly one-third describing their agencies as “all or mostly commercial,” “all or mostly personal” and “50/50 personal/commercial.”

More than two-thirds (69 percent) also said their agencies write specialty lines.

Role: Roughly 60 percent are principals, 21 percent are producers and roughly 8 percent are CSRs. The remainder said their roles were in other areas of the business.

State: Respondents are spread across the nation, but the greatest representation came from California (13 percent), Texas (11 percent), Florida (8 percent), New York (7 percent) and Illinois (7 percent).

About Deep Customer Connections

Deep Customer Connections is a consulting and research firm dedicated to helping carriers make it easier for agents to do business with them. On behalf of carrier clients, the firm surveys the carrier’s agency partners to deliver insights on where carriers exceed their competitors in terms of ease of doing business and where they need to improve.

In January 2014, DCC released its latest biannual list of top 10 carriers from a compilation of nearly 7,000 agent surveys conducted on behalf of carriers, ranking the carriers based on 11 performance metrics. See related article, “The Results Are In: Agents Rate the Top 10 P/C Carriers,” online at