About a dozen years ago, the consulting firm Deep Customer Connections was doing consulting work with a P&C carrier and learned firsthand how important ease of business was for agents writing business with carriers.
Nort Salz, co-founder and president of Deep Customer Connections, also saw there wasn't any common language or metrics around measuring ease of business.
"We thought it would be good to survey some agents to get a sense of what ease of business is and how carriers perform," says Salz. "We wanted it to be comprehensive because there are all kinds of issues that affect how easy it is for an agent to work with a carrier. We developed a model to cover all the interactions."
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