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.”