Three women speak to each other in an office as they work. When it comes to the overall current state of business, 88% of agency owners surveyed described it as "good" or "excellent," but that doesn't mean they haven't encountered challenges. (Credit: Zoran Pucarevic/

The ability to form close personal relationships with clients and to provide a higher level of customer engagement are the top reasons independent agencies believe they are able to outpace larger competitors, according to an independent agency owners survey from Keystone Agency Partners (KAP) and The Harris Poll. The survey displays the importance of these aspects to customers, as the majority of owners polled (52%) said their independent agency always/often wins business against national brokerages, and only 8% said they always/often lose the business.

Want to continue reading?
Become a Free PropertyCasualty360 Digital Reader

  • All news coverage, best practices, and in-depth analysis.
  • Educational webcasts, resources from industry leaders, and informative newsletters.
  • Other award-winning websites including and

© 2024 ALM Global, LLC, All Rights Reserved. Request academic re-use from All other uses, submit a request to [email protected]. For more information visit Asset & Logo Licensing.

Brittney Meredith-Miller

Brittney Meredith-Miller is assistant editor of She can be reached at [email protected].