This study explores consumer attitudes, preferences, and experiences in security event management among households with professional monitoring. It presents consumer perceptions on alerts (false/true), monitoring station response, first responder response, municipal fines, video verification, AI-enabled chat verification, and support agents working from home. Consumer segments include all system owners and interactive service owners experiencing a security event in the past few years.
Survey Methodology and Definitions
Respondent Quotas: Age, Income, Education, Gender
Executive Summary
Home Security System Ownership
Among owners and intenders, Most Important Conditions for Security System Detection (After Intrusion in Home)
Among security system owners experiencing an issue
Security System NPS Segments
Alerted Effectively During Event
Attitudes Towards Monitoring Company Performance During Event
Response Speed of Security Monitoring Company by Consumer Perceived Speed Segments
“Too many false alarms” by Number of Times Experiencing a False Alarm in the Last 12 Months
Security System Adoption and Monitoring
Home Security System Ownership
Security System Ownership by Demographic Factors
Interactive Security Systems
Professional Monitoring Service Subscription
Home Security System Monitoring
Households with Self-Monitored Security Systems
Self-Monitored Security System Owners Who Pay for Self-Monitoring
Security System Ownership at Additional Properties
Secondary Property Professional Monitoring Service Subscription
Most Important Conditions for Security System Detection (After Intrusion in Home)
Important Conditions for Security System Detection by Demographic Factors
Most Important Features of Security System
Frequency of Using Security System
Frequency of Usage by Adopter Segment
Security Event Types
Personal Security Events Experienced
Personal Attitudes Regarding Security System Alert Effectiveness
Security System Response to Security Event
Security System Alert Effectiveness by Security Events Experienced
The Monitoring Service's Response
Security System NPS Segments
Attitudes Towards Security Monitoring Company Offering Security Notification
Attitudes Towards Security Monitoring Company Offering Security Notification By NPS Segments
Alert Effectiveness and Response Times
Effectiveness of Security Alerting Methods
Synergy Between Security Monitoring Service and Emergency Responders
Response Speed of Security Monitoring Company
Response Speed of Security Monitoring Company by Consumer Perceived Speed Segments
Response Speed of Security Monitoring Company by NPS Segments
Consumer Perceptions of Responder Speed: Agreement with "The Emergency Responders Arrived As Quickly As I Expected"
Interest in Video Verification and Access Control Features
Value of Video Verification Security Service
Value of Access Control Security Service
Demand and Preferences for New Alerts
Interest of Events Alerts
Preferred Device for Alerts by Smart Home Device Owners & Service Subscribers
Preferred Device for Alerts by Age of Security System Owners
Preferred Device for Alerts by Technology Adoption Segment
Preferred Alert Forms of Security Events on Various Devices
False Alarm Triggers and User Experience
Number of Times the Security System Triggered a False Alarm in Past 12 Months
Experiences Regarding Security System False Alarms
"Too many false alarms" by Number of Times Experiencing a False Alarm in the Last 12 Months
Causes of Security False Alarms
Users Causing Security False Alarms
Type of User Error Occurred
Experiences Regarding Security System False Alarms by Professional Monitoring Service NPS Segments
Number of Fines Paid for False Alarms
Cost of Fines Paid for False Alarms
Appendix
Published by Parks Associates
© December 2021 Parks Associates
All rights reserved. No part of this book may be reproduced, in any form or by any means, without permission in writing from the publisher.
Printed in the United States of America.
Disclaimer
Parks Associates has made every reasonable effort to ensure that all information in this report is correct. We assume no responsibility for any inadvertent errors.
