Brokers ranked customer service as the fourth most important quality they look for in an MGA; 45% said it was one of their essential criteria. That’s a dramatic increase from last year, when just 27% of brokers identified customer service as a top concern.

MGAs received an average score of 7.76 out of 10 in customer service, the fourth highest in this year’s survey but a slight drop from last year’s 8.02. But the number of MGAs earning five-star ratings increased once again, going from 16 to 20.

Brokers largely equate customer service with quick response times. One broker complimented their MGA on its “good response time on specialty classes,” while another praised their MGA for “consistently getting back to us right away.”

On the other end of the scale, one respondent complained that their MGA was “very hard to get a hold of. The service is slow, depending on the class of business.” Another felt their MGA needed to “hire more customer-friendly staff.”