This past June, as part of its strategic planning process, the Florida Surplus Lines Service Office (FSLSO) contracted with Beacon Research, Inc., of Tallahassee to conduct five online surveys with key customer groups throughout the state. The surveys attempted to affirm FSLSO's core services: Marketplace Monitoring, Assistance, Representation, Information, and Education (MARIE). Those surveyed were asked to rate each of the office's services or reply that they did not use the service or were unaware of the service. Contacts also were asked to name the top challenges they encounter in performing their jobs.

The key customer groups participating in the study were Surplus Line Agents (161), Agency Submission Contacts (184), Agency Accounting Contacts (14), Surplus Lines Insurer Contacts (99), and Independently Procured Coverage (IPC) Submission Contacts (199). The surveys were sent to 3,186 potential respondents; the overall response rate was above 20 percent, which compares favorably with the 2005 survey results.

As compared to 2005, most of the services and programs offered by FSLSO received high marks among the respondents who knew about the program or service. However, for surplus lines insurer contacts, agency accounting contacts, and especially IPC submission contacts, there were a large number of respondents who were unfamiliar with many of the FSLSO's available services and programs.