Consumers put a bigger emphasis on home security during the pandemic, and as systems have gotten easier to install customer satisfaction has increased, according to J.D. Power.
In the company’s latest annual U.S. Home Security Satisfaction Study, customer satisfaction scores averaged 865 out of 1,000, compared to 840 in 2020.
J.D. Power surveyed more than 1,000 consumers who had purchased a professionally monitored home security system in the past two years.
The study focused on six factors when ranking systems for customer satisfaction: quality of home security system; professional monitoring; customer service; price; billing and payment; and purchase and installation.
Following is a breakdown of how each system scored, starting with the two that tied for first place.
1. Ring (tie)
Overall customer satisfaction score: 884 out of 1,000 possible points
The Ring security systems check several boxes for consumers. According to online reviews, this includes 24/7 backup Wi-Fi, simple installation and upgradable features. J.D. Power also named Ring the No. 1 security system for customer satisfaction in the DIY systems category.
1. Xfinity Home (tie)
Overall customer satisfaction score: 884 out of 1,000 possible points
Xfinity Home systems that include sensors are installed professionally, which comes with a fee of around $100. People looking to just install indoor and outdoor cameras can install those themselves. However, professional installers, if hired, will also assess your home’s security needs and provide a tutorial of the Xfinity Home system.
3. Brinks Home
Overall customer satisfaction score: 883 out of 1,000 possible points
Brinks missed the No. 1 spot by a mere one point. Although it didn’t reach first place in the ranking of professionally monitored systems, J.D. Power has ranked it the No. 1 professionally installed system.
4. SimpliSafe
Overall customer satisfaction score: 866 out of 1,000 possible points
U.S. News and World Report rates SimpliSafe as the No. 4 home security system as well. Going into more detail, the publication also ranked SimpliSafe as No. 2 in fee-free systems and self-monitored systems.
How other home security systems fared
The professionally monitored home security system brands that scored below the average of 865 are:
- ADT: 860 out of 1,000 possible points
- Vivint: 823
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