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Home Security Satisfaction Study

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Understanding the Voice of the Customer is critical to success in today’s highly competitive marketplace. Knowing how customers evaluate your company’s services, compared with those of your competitors, will help your company increase its competitive advantage by fine-tuning the practices that may drive high levels of customer satisfaction, increase loyalty and advocacy, and grow market share.

The Solution

The J.D. Power 2019 Home Security Satisfaction StudySM measures overall satisfaction across two segments of home security solutions: 1) professionally installed and monitored home security systems and 2) DIY installed and professionally monitored security systems. Satisfaction is measured across seven factors (in alphabetical order): billing and payment; customer service; installation; price; professional monitoring; system purchase/upgrade; and system usage and features. The study, which provides the home security industry with insights into the evolving needs and demands of customers, includes the following objectives:

  • Measures satisfaction among customers who own a home/residential security system
  • Captures brand image and reputation
  • Captures home security system features and usage patterns
  • Measures problem occurrence and contact with customer service
  • Delivers insights into the drivers of customer loyalty and commitment
  • Provides a benchmark for home security providers to compare themselves against an expanded list of competitors
  • Explores customer satisfaction of other smart home products within the household

Study Deliverables Include:

  • Data Set (SPSS)
  • Client Presentation
  • Executive Briefing
  • Summary of Results
  • Methodology
  • Questionnaire

Home security companies evaluated in the 2019 study include:

  • ADT
  • Xfinity Home Security
  • Comcast (Xfinity Home)
  • BRINKS (formerly MONI)
  • Vivint Smart Home