Client feedback is one of the most powerful tools an independent insurance agency can use to refine services, improve retention and drive growth. Client feedback can be tremendously valuable and a sign of loyalty to an agency. Yet, many agency owners struggle to implement a structured approach to effectively encourage, collect and utilize feedback. This gap presents both a challenge and an opportunity. Those agency owners who can master encouraging, gathering and acting on client feedback can differentiate their agencies in an increasingly competitive market.
Collecting and Using Feedback– the Right Way
For independent agencies, every interaction — phone calls, emails, in-person meetings, etc. — presents an opportunity to gain feedback. Even a simple check-in after a client files a claim or before renewing a policy can reveal pain points, expectations and gauge satisfaction with an agency’s service. But agents at smaller shops tend to wear many hats, which can make it difficult for them to find the time to prioritize client feedback.
Read the full article, written by Brendan Mulcahy, Vice President, Member Technology Solutions at SIAA, published April 18th, 2025, in The Standard. Reprinted with permission from The Standard, Copyright 2025, Standard Publishing Corporation, Boston, MA. All rights reserved.