J.D. Power Reveals Results of Inaugural Home Security Satisfaction Report

Customer service is the key factor in consumer satisfaction among home security companies.

COSTA MESA, Calif – J.D. Power’s inaugural Home Security Satisfaction Report reveals that poor customer service will send home security customers to another provider regardless of their overall satisfaction level.

“It’s such a basic principle – provide good customer service – but it requires a commitment throughout an organization,” says Greg Truex, senior director at J.D. Power. “Spending time and money on designing, building and selling a product is great, but if the execution of the customer experience is lacking, it can all be for naught.”

Customer service is a crucial component because 40% of all customers contact their provider at some point with a question, problem or request.

Additional findings of the report:

  • Satisfaction is 62 points higher among customers who do not consider switching providers than among those who do consider switching (880 vs. 818, respectively).
  • The three leading reasons customers select a system are brand reputation (54%), price (46%) and positive reviews/online rating (45%).
  • Nearly 9 in 10 (87%) customers indicate they’re able to control their system outside of their home, while only 59% indicate they control it from their mobile device.
  • More than 9 in 10 (92%) delighted home security customers (overall satisfaction scores above 900) say they “definitely will” recommend the brand to others, compared with the report average of 72%.
  • Nearly 9 in 10 (85%) delighted customers say they “definitely will” remain a customer of the brand, compared with the report average of 68%.
  • Delighted customers make an average of 6.6 recommendations to family and friends, compared with the report average of 4.9.

Company Rankings:

  1. Monitronics (877) ranks highest in overall customer satisfaction, performing particularly well in six of the 12 factors: reliability of the system; system installation and setup; ease of using the system; clarity of owner’s manual; effectiveness of securing my home; and speed of monitoring response.
  2. STANLEY Security (875) ranks second, performing particularly well in helpfulness of online support documents; price paid for products/services received; variety of payment options; and contact with customer service.
  3. Vivint Smart Home (865) ranks third, performing particularly well in variety of features; ease of using the system; ability to control from various devices (e.g., smartphone, tablet, PC, laptop); and speed of monitoring response.

The average satisfaction among home security customers is 860.

About the Author

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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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