A multi-office agency can produce hundreds of numbers. Most of them won't change a decision. These are the ones I look at every week, and how I use them.
1. Response time
How fast does a new lead hear from us? It's the earliest signal of whether an office is set up to win. See Speed to lead.
2. Quote-to-close rate
Out of every quote, how many become policies? A low rate can point to pricing, carrier mix, or how well agents explain value.
3. New policies and premium by office and agent
Volume matters, but so does the mix. I look at both the count of new policies and the premium they bring in.
4. Retention and renewal rate
Keeping a customer is cheaper than finding a new one. If renewals drop, I want to know where and why before it shows up in revenue. More in Keeping customers at renewal.
5. Early cancellations
Policies that cancel in the first months often mean the customer didn't understand the payment plan or the coverage. That's a training signal.
6. Payment and lapse trends
Missed payments lead to lapses. Watching them lets the team reach out before a customer loses coverage.
7. Customer feedback and reviews
Online reviews per office tell me how customers feel, and they directly drive new business from search.
How I use the numbers
- Compare offices to themselves first. Trends matter more than one week.
- Look for outliers. The best and worst offices teach the most.
- Turn numbers into conversations. Every metric should lead to a visit, a question, or a coaching session.
The numbers start the conversation. Being there finishes it. More in Leading multi-location teams.