2024 Fair Square Client Retention and Satisfaction Report
By Daniel Petkevich
Mar 4, 2025
Today, I am proud to publish Fair Square client retention numbers for the last five years. To my knowledge, we are the first brokerage to do this.
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Client retention is the one metric all brokerages should be judged by. A good broker supports their client at enrollment, through the year, and through AEP, over and over again. Retention captures the quality of all these interactions. Clients will stay with brokers who do the above well and they'll leave brokers who don't.
As a benchmark, many large call centers have annual retention of 50%-60%. This is a service level that I wouldn't want anyone in my family to experience. Many local brokers have 85%-90% retention. This is fantastic, but local brokers can't work that many people.
I am pleased that Fair Square's data shows annual retention of close to 90% for our entire book, and close to 95% for the Medicare Supplement portion of our book. We work with about 15,000 clients.
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