Agents place a higher priority on keeping and servicing existing customers than on finding new business, according to the results from the Accenture Independent Agent Survey. When asked to rate the most critical operational competencies, agents put “retaining customers” at the top of the list, followed by “servicing customers;” “attracting new customers” was ranked third.
Independent agents also say that the most valuable digital capability is effective carrier integration that is focused on web-based service and quoting. Other factors driving carrier selection include claims process quality and speed, underwriting appetite and pricing consistency.
Below, a summary of additional findings from the Accenture Independent Agent Survey. Click infographic to expand.
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Shawn Moynihan
Shawn Moynihan is Editor-in-Chief of National Underwriter Property & Casualty. A St. John’s University alum, Moynihan has earned 11 Jesse H. Neal Awards, the Pulitzers of the business press; seven Azbee Awards, from the American Society of Business Press Editors; two Folio Awards; and a SABEW award, from the Society of American Business Editors & Writers. Prior to joining ALM, he served as Managing Editor/Online Editor of journalism institution Editor & Publisher, the trade bible of the newspaper industry. Moynihan also has held editorial positions with AOL, Metro New York, and Newhouse Newspapers. He can be reached at [email protected].
