Industry Report

2025 Broker Services Survey Report

What Employers Actually Want From Their Broker — And Where the Biggest Gaps Are

Nearly 900 employers told us what keeps them loyal, what drives them away, and where brokers are falling short. Here’s what we found.

84% of employers want broker updates at least monthly — nearly half prefer weekly or daily.
74% say prompt, effective service is the #1 criterion when selecting a broker — up from 57% year over year.
82% would drop their broker for slow response times. 50% for inconsistent communication alone.
23% of employers go 2+ months without hearing from their broker — silent disengagement is real.

Want the full picture? The complete report reveals how far in advance clients want to start the renewal conversation, where the biggest service gaps are across employee benefits and commercial lines, what triggers a client to leave — and what keeps them from ever looking elsewhere.

Download the Full Report.

Zywave has produced the Broker Services Survey annually for over a decade — tracking how client expectations are evolving and where brokers have the biggest opportunities to differentiate.

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2025 Broker Services Survey Report

What Employers Actually Want From Their Broker — And Where the Biggest Gaps Are

Insights That Keep You Competitive

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