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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