PANDA OS FIELD NOTES | AGENCY OPERATING SCORECARD
Internal management worksheet, not an audited financial statement or
industry benchmark. Reconcile revenue/cost definitions with your finance team.

DEFINITIONS FIRST
Measurement period:
Starting cohort and definition of active account:
Rules for rewrites, acquisitions, merged accounts and exclusions:
Revenue accounting basis:
Source systems and reconciliation owner:

1. ACCOUNT RETENTION
Starting accounts:
Starting-cohort accounts still active:
Retention = still-active starting accounts / starting accounts.
Example: 900 / 1,000 = 90%. New accounts stay outside this ratio.
New accounts (reported separately):
Loss reasons:

2. POLICY RETENTION
Starting policy relationships:
Continuing starting-cohort policy relationships:
Retention = continuing relationships / starting relationships.
Example: 1,620 / 1,800 = 90%.
Predecessor/successor mapping for rewrites verified:

3. COHORT REVENUE
Prior-period agency revenue for starting cohort:
Current-period agency revenue for that same cohort:
Ratio = current cohort revenue / prior cohort revenue.
Example: $210,000 / $200,000 = 105%, even with 90% account retention.
New business and unusual items reported separately:
Verified causes versus unexplained movement:

4. SERVICE EFFORT
Account agency revenue:
Recorded service hours:
Agreed loaded hourly cost and assumptions:
Estimated service cost = recorded hours x loaded hourly cost.
Contribution before other costs = revenue minus estimated service cost.
Example: $900 - (12 x $45) = $360 before acquisition and other overhead.
Missing hours / estimates / excluded costs:
Process improvement to investigate:

5. FOLLOW-UP RELIABILITY
Commitments due in period:
Commitments completed by original promised time:
Reliability = on-time completions / commitments due.
Example: 68 / 80 = 85%.
Preserve original deadlines; do not rewrite missed promises.
Unresolved external dependencies:

If any denominator is zero, report N/A rather than a percentage.
WEEKLY REVIEW
Overdue customer promises:
Lost or partially lost relationships requiring review:
Repeated service bottleneck:
One improvement / accountable owner / review date:

Full guide:
https://rebuttal-vb4g.onrender.com/website/blog/insurance-agency-retention-scorecard