Large insurance brokers do not rate as highly as their smaller, middle-market counterparts when it comes to customer satisfaction, according to a survey of large corporate insurance buyers.

Greenwich Associates said in a series of categories - among them claims coordination and customer service - the smaller brokers outshine the three major brokerage firms. "In a comparison, none of the major brokers are rated as 'excellent' in customer satisfaction by even 40 percent of their clients, and certain firms fall below 30 percent," Mr. Fox of Greenwich said in a statement. The major differentiator between the major brokers and the middle-market brokers, according to the survey, is devotion to client service. "Even if the overall capabilities of these firms fall short of those offered by the major nationals, corporation risk managers say the smaller firms are able to marshal the resources needed to meet their needs because their organizations are built on client-centric models," said Mr. Fox. The advantage for middle-market brokers, the survey found, is the "day-to day" basics of managing coverage and claims for clients. The survey said risk managers rate middle-market brokers as being 50 percent more effective than large firms in claims coordination. "Risk managers see smaller brokers are more interested in being partners, as opposed to providers," said Mr. Fox.