In our December look at agency Internet marketing, the first question in our reader survey was, “Does your agency/brokerage have a Web site?” The response was 81%. Why not 100%, you might ask.

Another person asking was Duke Williams, a blogger and consultant on agency Internet use. Last month, Duke decided to conduct an informal survey of “feet on the street results for actual agency Web presence.” His methodology was simple: he used the “find an agent” feature on many insurance carrier Web sites, and Googled the term “car insurance city name state name.” He used the SuperPages, YellowPages and about a half dozen other lists online.

In individually searching several locations in South Carolina, North Carolina, Georgia, Alabama and Florida, he found:

• 248 independent agencies
• 49 Nationwide agencies
• 19 online-only agencies
• 51 State Farm agencies
• 26 Allstate agencies
• 7 Farmers agencies
• 7 Alpha agencies
• 2 Farm Bureau agencies
• 1 GEICO local agency
• 1 Direct General agency (rregional non-standard auto insurance carrier with owned agency locations)

While these results seem to indicate a strong presence for independent agencies, a closer look tells another story. Of the 248 independent agencies that came up in the search, only 64 — a paltry 25.8% — had a Web site, and only a fraction turned up in the Google “local results” search.

Delving deeper, Duke discovered that the agencies with Web sites weren’t consistent in functionality, even in non-real-time. For instance, 51.6% had quote request forms, but only 12.5% had “request a policy change” forms, and only 20.3% had “report a claim” forms. Not surprisingly, Duke reported that all the national direct writers had very high functionality.

While you could argue that Duke’s results are atypical — focused on a limited geographic area and a single line of business — you’d be missing the point. In every way, direct writers are making it easy for consumers to find and use their products and services — and it isn’t all about price.

Woody Allen once said that “80% of success is showing up.” When it comes to Web pages, the odds are even better if you show up with a functional product that makes it as easy as possible for people to use what you have to offer.

This entry was posted on Thursday, January 14th, 2010 at 1:49 pm and is filed under advertising, agency automation, brand perception, consumers, direct writers, insurers, personal lines insurance, social media. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.