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2025 Industry Report

Find Out How Your Agency Compares in 2025

Real benchmarks. Built by you

Take the short survey that powers the industry’s most actionable operations report—built for agency leaders like you.

Step 1 of 29

0%

What is your role at the agency?(Required)

Owner / Principal

Producer / Sales

Manager

CSR / Account Manager

Marketing

Other

How many years have you worked in insurance?(Required)

Less than 1 year

1–3 years

4–7 years

8–15 years

15+ years

How many full-time employees work at your agency?(Required)

1–5

6–15

16–30

31–50

50+

How many sales producers are there?(Required)

1–5

6–15

16–30

31–50

50+

How many CSRs / Account Managers are there?(Required)

1–5

6–15

16–30

31–50

50+

Do you use any offshore virtual assistants?(Required)

Yes

No

How many virtual assistants do you have?(Required)

1–3

4–7

8–12

13+

Roughly how many policies does your agency manage?(Required)

Fewer than 1,000

1,000–2,500

2,500–5,000

5,000-7500

7500+

What types of insurance do you primarily sell? (Select all that apply)(Required)

Personal Lines

Commercial Lines

Life & Health

Benefits

Are AI tools a regular part of your agency tech stack?(Required)

Yes, regularly

Occasionally / Sometimes

No, but we’re exploring options

Never

Which AI tools do you use most often?(Required)

Which AI tools do you considering?(Required)

What are the main things you're considering when buying new technology/software? (Choose 3)(Required)

Pricing

Ease of use

Integration with other systems

Automation capabilities

Improves team output

Improves client communication

Reduces service requests

Scalability

If you could automate one part of your operations today, what would that be?(Required)

Can you briefly describe what you are currently using AI for?(Required)

What AMS (Agency Management System) are you currently using?(Required)

AMS360

Applied Epic

EZLynx

HawkSoft

QQ Catalyst

Momentum (NowCerts)

None

Other

Which CRM or sales pipeline tool do you currently use?(Required)

Salesforce

HubSpot

Zoho CRM

AgencyZoom

Better Agency

None

Other

Do you currently use a Client Experience Platform (CXP) like GloveBox?(Required)

Yes, we use GloveBox

Yes, we use another CXP (please specify in "OTHER" field)

No, we don’t currently use a CXP

Not sure what a CXP is

Other

Which quoting or comparative rater tools do you use?(Required)

EZLynx

PL Rating

Tarmika

Semsee

None

Other

Are you using any other software that isn’t mentioned so far?(Required)

Roughly, how much money are you spending on technology yearly?(Required)

Less than $10,000

$10,000–$20,000

$20,000–$30,000

$30,000+

On average, how many policies does a single CSR in your agency manage?(Required)

Fewer than 400

400–800

800–1,200

1,200–1,500

More than 1,500

What are your biggest operational pain points today? (Select up to 3)(Required)

Manual data entry

Clients calling for simple requests (ID cards, billing info)

Lack of integration between tools

Difficulty training new hires

The high volume of emails & service tickets

Workflow inconsistencies / tribal knowledge

Low client engagement or retention

Does your agency offer a self-service portal for clients?(Required)

Yes, fully integrated and used

Yes, but usage is low

No, but we’re considering it

No, and not currently considering it

Which self-service portal do you use?

What percentage of your service team's daily work consists of clerical tasks? (making payments, sending documents, etc.)(Required)

1% - 10%

11% - 20%

21% - 30%

More than 30%

If your CSRs could cut Tier 1 work by 50%, what could they spend more time on?

What are your top 3 priorities for 2025? (Select up to 3)(Required)

Client retention

Policyholder growth

Increasing operational efficiency

Recruiting/training team

Enhancing digital experience for clients

Cutting costs

Preparing for acquisition/valuation increase

How do you measure operational success in your agency?(Required)

Would you be open to participating in a free operational audit or consultation based on your answers?(Required)

Yes

Maybe, send me more info

No

Name(Required)

First Last

Where can we send your report?

Email(Required)

Where can we send your report?

Agency Name(Required)

Where can we send your report?

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