Insurance Agents & Brokers (IA&B) has begun its 2006 Company Satisfaction Index survey of its member's experience with their insurance company partners in the association's three states: Delaware, Maryland and Pennsylvania.
The Mechanicsburg, Pa.-based association said the survey will follow up on its 2004 company satisfaction survey.
John J. Collins III, IA&B service group chairman, said, "This survey has proven an important tool to build on [the independent agency] system to achieve what we are all looking for–the best in customer service."
The survey, which will close on Aug. 11, concerns four categories: products, pricing and underwriting; technology; policy service and claims; and agency/company relationship.
IA&B said the questions are the same as the 2004 survey, but the survey's mechanism and analysis have been enhanced. The survey results will be state-specific and split between personal lines and commercial lines.
Other improvements, aimed at increasing user friendliness, include allowing respondents to save a partially completed survey to return and complete it later and a space for respondents to include additional comments.
With these improvements in data collection, IA&B said it hopes to gain even more meaningful results, including overall scores for each carrier for each question as well as an overall score for each carrier for each of four categories. IA&B also will filter the results by state, agency size, premium volume and position.
IA&B will release its results at a special meeting on Oct. 19 in Baltimore.
The survey is currently open to members through the group's Web site at www.iabgroup.com in its members-only section.
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