Smart Home Features Emerge as Key Opportunity to Drive Customer Satisfaction with Home Security Systems, J.D. Power Finds
Integration with Internet-connected smart home technologies has become the new frontier for home security system operators and that functionality is creating the opportunity to meet more needs and provide added confidence, according to the J.D. Power 2018 Home Security Satisfaction Study. Overall customer satisfaction with home security systems is 834 (on a 1,000-point scale), up three points from last year, making home security the fourth highest-scoring product industry of all service industries evaluated by J.D. Power this year.
“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,” said Christina Cooley, director of 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 the changing preferences.”
Other key findings from the 2018 study were that the availability of smart home features becomes elemental in driving satisfaction; touch screens and mobile phone operation improve usability; and peace of mind and property protection are top purchase drivers.
The study also ranks security companies based on responses from 1,983 customers who own a professionally installed and monitored home/ residential security system. Customers ranked their security system based on billing and payment, customer service, enrollment and usage. Brinks Home Security was ranked the highest in customer satisfaction among home security brands, AT&T Digital Life was ranked second and Vivint Smart Home was ranked third.
For more information on the J.D. Power Home Security Satisfaction Study, click here.