As we continuously work to improve EODB, what's most important is to ensure we're making a difference for our agents. That's why we conduct an agent satisfaction survey each year to measure our progress.

We recently completed our 2005 survey to which we received a record 1,330 responses from 851 agencies. Nearly 50 percent of respondents were agents, with the other half comprised of CSRs, producers and other agency staff.

This year we asked agency staff to rate us on our performance in several categories including:

• Overall EODB
• Responsiveness to agent inquiries
• Ease of writing/submitting new business
• Ease of quoting new business
• Access to company and policyholder information

Grange scored very well in all of the categories and improved our 2005 scores in 86 percent of the categories when compared to 2004 results. We'll continue to use our survey results to drive change that improves EODB for our partners.