Ask our customers what it’s like to work with Allstate and chances are they will talk about their Allstate agency owners. After all, to nearly 90 percent of our customers, Allstate agency owners are the face and voice of the company. They are Allstate. Which is why we’re committed to their growth and success.
Allstate’s more than 9,300 exclusive agency owners are independent business people who represent Allstate exclusively. They know how to help customers choose Allstate products and services to address the risks they face. They are local and understand what kind of coverage customers truly need because they live and work in the same communities. And they can count on Allstate for support—from educational opportunities to support with running their small business, marketing, technology, customer service and more.
In addition to thousands of exclusive agency owners across the country, Allstate has relationships with more than 1,200 personal financial representatives who sell financial and retirement products on their own and through existing Allstate agencies, and more than 3,000 independent agents who sell products under the Encompass brand.
Agency owner satisfaction
Our relationship with Allstate exclusive agency owners and exclusive financial specialists is vital to our company’s success and to our ability to serve customers. We regularly seek feedback and dialogue with agency owners and their employees through national and regional advisory boards, local town hall meetings, national conferences and other programs.
Each year, we conduct an Agency Relationship Survey to give exclusive agency owners and exclusive financial specialists an opportunity to share feedback anonymously about how they perceive their business relationship with Allstate. In 2012, our survey found that overall satisfaction increased by 6 points among exclusive agencies and by 11 points among exclusive financial specialists. The survey categories with the highest ratings included field leadership, claims and marketing. Top agency concerns were competitive position, compensation and technology. We have implemented a variety of initiatives to address these concerns, including purchasing the eAgent agency management system in late 2012 and providing enhanced discounts to improve pricing.
We approach the appointment of diverse agency owners and financial specialists with the same vigor that we approach employee diversity. Among Allstate agency owners, more than 23 percent are women and nearly 20 percent are minorities. We actively promote a greater agency presence in areas with fast-growing multicultural populations.