J.D. Power Names Home Security Companies With Highest Customer Satisfaction

Smart home features are a key opportunity to driving customer satisfaction with home security systems, according to J.D. Power.

COSTA MESA, Calif. — J.D. Power has ranked Brinks Home Security number one in customer satisfaction in the organization’s 2018 Home Security Satisfaction Study.

The study measures overall satisfaction with home security brands among customers who own a professionally installed and monitored home/residential security system.

Satisfaction is examined across four factors: billing and payment, customer service, enrollment, and usage.

The study also found that smart home features played a large part in the satisfaction level of consumers.

“Sleek touch-screen control panels and the ability to operate the system through mobile devices have become the two most popular home security system interfaces for consumers and they are playing a key role in driving higher levels of customer satisfaction because they simplify the use of the system,” says Christina Cooley, director, home improvement and technology practice at J.D. Power. “When compared with other connected services that come into the home — such as cable TV, telephone and utilities—home security is far and away the leader in customer satisfaction, indicating that this industry understands the needs of consumers and is evolving quickly to address changing preferences.”

Security Companies With Best Customer Service Satisfaction

Here is the overall ranking of security companies evaluated with the highest customer satisfaction scores:

  1. Brinks Home Security
  2. AT&T Digital Life
  3. Vivint Smart Home
  4. ADT
  5. Xfinity Home Security

Vivint Smart Home took the top honor last year, while Brinks Home Security (then known as MONI) tied for third.

Here are some additional key findings from the 2018 study:

  • Availability of smart home features becomes elemental in driving satisfaction: A total of 49% of home security system customers have smart home features integrated with their systems, up from 44% last year. Among all home security system providers evaluated in the study, overall satisfaction is higher when customers have smart home features integrated with their systems.
  • Touch screens and mobile phone operation improve usability: The two most common methods of operating a security system are touch-screen control panels installed in the home (56%) and mobile devices (40%). Customers whose system uses either of these methods say they are “less complicated” to use than other ways of controlling the system.
  • Peace of mind and property protection are top purchase drivers: The primary reasons customers purchase home security systems are “peace of mind” (60%) and to “protect property” (56%). These reasons far exceed such incentives as “discounts on insurance” (20%) and “wanted to get a newer, more up-to-date system” (21%).

To read more about the J.D. Power 2018 Home Security Satisfaction Study, click here. You can view the full rankings and scores in the image below.

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About the Author


Steven A. Karantzoulidis is the Web Editor for Security Sales & Integration. He graduated from the University of Massachusetts Amherst with a degree in Communication and has a background in Film, A/V and Social Media.

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