The study found that customer satisfaction with home security system sits at 834 overall on a 1,000 point scale, up three points from 2017. This makes home security the fourth highest-scoring product industry evaluated by J.D. Power this year.
Through the study, which took responses from 1,983 customers who own a professionally installed and monitored residential security system, J.D. Power found that smart home features are driving the increase in satisfaction: Overall system satisfaction was higher on average for customers who reported having integrated smart features in their security systems. In total, 49 percent of customers have systems with smart home features, up from 44 percent last 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,” says Christina Cooley, director of home improvement and technology practice at J.D. Power. “When compared with other connected services… home security is far and away the leader Brinks Home Security Array lock in customer satisfaction, indicating that this industry understands the needs of consumers and is evolving quickly to address changing preferences.”
The survey also found that the most common methods for controlling home security systems were touch-screen control panels installed in the home (56%) and mobile devices (40%). Customers most often bought home security systems for “peace of mind” (60%) and to “protect property” (56%).
Among home security brands, Brinks Home Security ranked highest in the survey, at 852 out of 1,000. AT&T Digital Life ranked second at 847 and Vivint Smart Home ranked third with a score of 839. The survey measured satisfaction in four categories, including billing and payment, customer service, enrollment, and usage.