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What buyers want from their brokers


A 2006 Greenwich Associates survey examined broker satisfaction among middle-market buyers, representing firms with $10 million to $500 million in revenues. Key satisfaction drivers included:

c Service, including visit frequency, follow-up, coordination of broker's product specialists, effective support and management of client relationship, overall customer service, Web site satisfaction and whether the broker is working in the client's best interest.

c Execution, including the ability to secure best pricing, best value, desired levels of coverage, coordination of claims processing and overall international capabilities.

c Knowledge, including understanding specific needs, knowledge of property/casualty products and services, creative risk management advice, customized and tailored solutions, broker's objective evaluations of underwriters and ability to evaluate coverage needs.

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