Answer this one honestly: Does your agency actively collect and act on feedback from customers and employees? If the answer is no, you’re not alone.
Some independent agents gather enormous volumes of feedback, but they fail to follow through. Others shy away from asking for others’ opinions, concerned they might hear some painful or downright unfixable truths. However, ignoring feedback leaves clients and employees feeling unheard and it can quietly stall your agency’s growth.
When agency owners collect and use feedback consistently, member and employee satisfaction soar. However, there are a few red flags that can signal a broken feedback loop, and agents will need a practical plan to help get it right.
Avoid the data-gathering missteps
Many agents conduct customer and employee surveys and encourage clients to leave Google reviews. Unfortunately, they don’t always know how to process the onslaught of information correctly. Four common missteps include:
Read the full article by Holly Herron, SIAA’s Regional President, Southeast. Reposted from PIA Magazine, July 2025, with permission from PIA Management Services Inc