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Final Project

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This was given to executives at Vivint.

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Content








Cierra Ashdown
Laura Harrison
Sarah Stoddard
Brock Talbot
Ellen Westenhaver

By:

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Executive Summary

Background

Qualitative Analysis

Quantitative Analysis

Social Media Analytics

Conclusion

Appendix A

Appendix B

Appendix C
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Contents

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Executive Summary
Background

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Executive Summary

The aim of this research campaign for Vivint is to increase the customer service reputation of
Vivint. Vivint is known in the industry and the local business community (Provo, Utah) as a
solid corporate citizen; however, past research has shown the need for increased customer
satisfaction. Because of poor experiences with Vivint‘s current customer service, the public has
formed a negative opinion of the company, based on misperception, misinformation and negative
stereotypes. Unless a long-term plan is implemented to increase customer satisfaction and
improve customer service, Vivint is at risk of loosing current and potential customers. The main
opportunity of the research was to identify what was upsetting current customers and create
solutions to prevent similar problems from happening in the future.

Methods of research included (1) research on call center practices, (2) research on Vivint‘s
products, past promotions and current customer service, (3) a focus group of current Vivint
customers, (4) an online survey sent to current Vivint customers and (5) an analysis of Vivint‘s
current social media usage. The highest area of concern, according to survey results, is the
underutilization of the web chat and supporting online help features. The research draws
attention to the need for Vivint to update their customer service website and improve social
media communication with customers. This report includes solutions such as sending monthly
newsletters with Frequently Asked Questions answered, improving the customer service Twitter
account and decreasing the amount of transfers in customer service phone calls. These
recommendations were based on customer suggestions from the focus group and survey.

Background

A study of United Kingdom corporations showed that companies who change their name
typically underperform compared with the overall stock market by almost 10 percent over the

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three years following the switch.
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Vivint was able to beat these odds when executives decided to
change the name from APX in 2011. Changes to the communication methods had to be made in
order to ensure the success of this re-branding and to limit any confusion among customers.

Kristi Knight, vice president of corporate communications for Vivint, explained that the
marketing decisions and changes to major company processes are based on data. Corporate
officials first create a hypothesis to determine the top ways to reach customers. From this
hypothesis, a strategic plan is created and its reaction is tested in the market. For example, in
2010, the company invested in a strategic plan that would help achieve the re-branding and brand
awareness goals as it transitioned from APX to Vivint.

Knight also outlined how Vivint‘s marketing materials are created and then implemented. The
company receives feedback from customers or decides that a certain project is necessary for
continued growth. Brainstorming sessions take place to determine the best ideas to be delegated
to department heads for further collaboration and eventual execution.

Because of Vivint‘s rapid growth, creating and distributing marketing materials that will reach
all customers and sales representatives has been challenging. There are many people to take into
account, and it can be difficult to make sure everyone has all the information they need. Vivint
also uses an in-house marketing team making it necessary for representatives to be well versed in
company products and protocol in order to meet the needs of clients.
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Products

Vivint specializes in four areas: home security, energy management, home automation, and solar
energy. Currently, Vivint offers three different security packages. The most basic package is the
home security package, costing $49.99 a month. The home security package provides cellular
alarm monitoring, a control panel, window and door sensors, motion detectors and a yard sign. A
step above the home security package is the energy management package, priced at $57.99 a
month. This package focuses on managing home electronics by allowing customers to automate
lights, thermostats, locks and other appliances remotely. The most popular package, the home
automation package, combines everything the company offers and is $67.99. This package is
used in conjunction with Vivint‘s app, which allows customers to control everything wirelessly.
They can control the locks on their doors, set the temperature in the house, check security
cameras and arm or disarm the alarm.
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1
Palmer, B. (2013, January 31). Do corporate name changes ever work?. Retrieved from
http://www.slate.com/articles/news_and_politics/explainer/2013/01/research_in_motion_become
s_blackberry_do_name_changes_help_companies.html
2
Goldfine, S. (2011). Vivint sheds light on its marketing methods. Security Sales &
Integration. Retrieved from http://www.securitysales.com/blog/under-
surveillance/story/2011/06/vivint-sheds-light-on-its-marketing-methods.aspx
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Vivint review. (n.d.). Alarm System Report. Retrieved
from http://www.alarmsystemreport.com/Alarm_System-detail/vivint-review

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The most impressive feature included in all packages is the touch screen control panel. Vivint
partnered with 2Gig to create the device, which they refer to as the ―Go! Control‖ panel. It has
two-way voice capability, which is a rarity among cellular alarm systems.
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Stacey Thomas, a Vivint customer, is pleased with the home automation system. "The ability to
see my children enter the house after school and know that they are safe gave Vivint the clear
advantage over other home automation providers," she said. "I love the peace of mind that I get
with my Vivint system.‖
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Vivint believes that their home automation system is becoming more
useful as the amount of homes with two working parents increases. The system allows parents to
know that their children are safe, even when they are not at home.

Vivint‘s energy management helps customers reduce their energy bills by optimizing their
thermostat settings. This package records the home‘s previous daily activity patterns and reports
the results to the user. They can then use the information to make adjustments to their
thermostat. This gives customers better insight on how they are managing energy usage and
make their homes as energy-efficient as possible. This also helps the planet and reduces the cost
of monthly utility bills.
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Vivint Solar installs solar panels on homes that purchase the service. The solar system stands
apart from competitors because each solar panel uses microinverters, allowing for maximum
production. While Vivint Solar is separate from the home automation service, Vivint is trying to
brand itself within the solar energy market. This venture was made possible by an energy tax
equity fund.
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Home automation customers are jumping on the Vivint Solar venture. ―I‘ve been a Vivint home
automation customer for a couple of years and had a great experience,‖ said Frank Lemma of
Nutley, N.J. ―When a Vivint Solar sales representative knocked on my door and told me how
easy and affordable solar energy could be I jumped at the opportunity. The experience has been
fantastic.‖
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Customer Service

The history of customer service does not originate from one point in time or a single company,
but an organic interaction between sellers and their consumers. Whether they are trading silk or
selling stock, vendors have always needed to communicate with their consumers in order to
provide their products or services and make a profit. Decades ago, people had to walk to the
markets or stores to express their complaints and ask questions. Once Sir Alexander Graham-

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Vivint review. (n.d.). Alarm System Report.
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Vivint introduces home automation system. (2012). Entertainment Close - Up, Retrieved
from http://search.proquest.com/docview/1040887066?accountid=4488
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Vivint adds new layer of intelligence to smart thermostat. (2012, March 9). Utah Business.
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Vivint solar unveils consumer solar energy solutions. (2011). Manufacturing Close -
Up, Retrieved from http://search.proquest.com/docview/900140351?accountid=4488
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Vivint solar energy solutions. Manufacturing Close-Up

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Bell invented the telephone and it became available to the public, customer service practices
were simplified and call centers were made possible. Following the telephone, 1-800 numbers,
Interactive Voice Response (IVR) systems and outsourcing became popular.
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Nowadays,
everyone has the luxury of sending an email, picking up the phone or chatting online.

The training process is a crucial element in developing successful customer service practices and
effective representatives. Five ways to effectively train customer service representatives include
teaching them about the company, setting reasonable expectations, training them on how to
actively listen, providing tips on how to manage unhappy customers and providing alternatives to
saying ―I don‘t know.‖
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According to a Vivint customer service representative, the training process for new hires is as
follows: data entry, tech support information and brief mention of aspects such as appropriate
tone, vocabulary and care of emotional customers. Most of the training for the latter elements is
learned in the first few weeks while interacting with customers on the phones. Representatives
are able to direct the calls of agitated customers to supervisors and team leaders, a necessary
safety blanket for new hires who are not appropriately trained to handle those customers.

With that in mind, Vivint lacks training regimens that would teach new representatives about
how the company is run, how to handle overwhelming customers and how to remain professional
when interacting with upset customers. It is important that the lower-level representatives
understand how to resolve unhappy customers‘ issues in order to minimize time wasted from
forwarded calls to supervisors.

After a Vivint customer service representative has completed their training, there are several
ways that Vivint monitors and incentivizes the representatives. Vivint‘s customer experience
team listen to each agent‘s phone conversations and give team leaders a scorecard with the
agent‘s weekly grade. Then, each leader meets with their representatives in order to review
specific aspects of their phone conversations, praising them for their strengths and working with
them to improve their shortcomings. Weekly team meetings and short daily huddles also allow
for constant checks and communication between the representatives and the company leaders.
These meetings allow for reinforcement of training as well as an opportunity to discuss new
policies and company-wide goals.

―Each team has monthly goals that they set based on different numbers or data,‖ the
Vivint representative said. ―There is always an incentive if we meet the goal. The
incentives are always team-building activities like going to dinner on the company‘s dime
(usually Tucanos), going to a movie, bowling or to the arcade. In October, we went to a
haunted house and went zombie shooting. Some months we get Vivint ‗Swag‘ like

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How it all began: A brief customer service history lesson. (2012, August 28). Resource Nation,
Retrieved from http://www.resourcenation.com/blog/how-it-all-began-a-brief-customer-service-
history-lesson/35082/
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Estep, M. (2012, December 28). 5 effective ways to train customer service reps. Unitiv,
Retrieved from http://www.unitiv.com/intelligent-help-desk-blog/bid/93600/5-Effective-Ways-
to-Train-Customer-Service-Reps

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sweatshirts or jackets. One team combined two months‘ worth of incentives and got
Vivint colored Nikes. The team is always the deciding factor in what the incentive is.
This gets everyone pumped and excited to hit the goal.‖

Vivint is known for the manner in which they treat their employees. A Vivint representative
confirmed this when he/she said:

―Our executives are super involved with everyone from the call center agents to the sales
reps and techs out in the field to our HR department. I think this definitely has an impact
on our agents here at the call center, which directly affects their work ethic. It‘s much
easier to do great work and treat customers well when you are being recognized and
rewarded for it. Everything we are taught and trained on always goes back to the
customer. We then pass this on to our team and emphasize it even more. We‘re not a
company without our customers.‖

Vivint is consistently working to decrease the customer wait time on the phone. After a recent
company restructuring, wait times were decreased from between two and three minutes to
between one and one and a half minutes. Despite this progress, there is always a possibility of
setbacks when implementing changes. Shortly after the restructure, there was an under-staffed
team answering calls with an average wait time of five to six minutes. Vivint realized the issue
and has increased the number of available agents in order to prevent further issues and continue
to maintain a short wait time.

Website Customer Support

Call centers direct customer calls when a 1-800 number is dialed. These numbers are often found
on a company‘s website under the ―Contact Us‖ tab. For the purpose of this research we
analyzed the contact section of a security company (we will call it ABC Security), a cable
company (we will call it DEF Cable) and a cellular provider (we will call if GHI Cellular).

On each website, an actual 1-800 number was provided, but it was often difficult to find and
would only be provided after a customer had already tried other resources. Along with Vivint‘s
website, these other companies offered easy and accessible support via chat or email. These links
were often found at the top of a page, on a side bar or in another prominent place on the website.

Like Vivint, ABC Security had a large chat option located at the top of the support page. A
number was also provided, but was in a smaller font. Before a phone number was given, links to
manuals, guides, frequently asked questions and the company‘s app were provided. Below these
options, there was a description of why the company had the best customer service, but a phone
number still was not prominent. Unlike Vivint, ABC Security gave customers the option
complete a form, submit it and wait for a representative to call them with help. This helps with
customer wait times on the phone. They also featured a chat box at the bottom of the screen for
quick and easy chat ability.

DEF Cable provided a list of solutions to the most common problems. These solutions included
settings, billing, television and home control. Each category was further defined into

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subcategories with options like ―how to reset password,‖ ―how to sign up for EcoBill‖ and ―how
to check for outages.‖ Links to forums were also provided and listed above the contact number
on the website. These forums focused on similar topics like billing, Internet, television, voice and
home. The forums contained information from other customers facing similar problems rather
than an official representative posting advice. Occasionally, technicians from the company
would chime in. As a last resort on the website, a ―Get in Touch‖ window was provided with
chat options, a list of service centers and a phone number.

On the customer support website for GHI Cellular, at phone number was not provided. In order
to find a contact number, customers are prompted to select from a number of categories
including wireless, digital television, Internet, home phone and home security. For the purpose of
comparing GHI Cellular to Vivint, home security was selected for further investigation.

Immediately after clicking on the home security category, a call center phone number was
provided. Because GHI Cellular requires customers to select a specific area of concern, calls are
directed to the customer service representatives who are best trained to solve the problem and
can reduce time a customer spends on the phone. In addition to phone numbers, links to chat
options, email options and locations for company stores were listed. However, unlike many of
the other company websites, phone numbers were provided alongside other communication
methods rather than hidden in a smaller font. At the bottom of the page, links to GHI Cellular‘s
forums, Twitter and Facebook pages were provided. Social media links were not featured on the
other websites. Vivint does have a ―social‖ button, but no icons that provide direct links to the
social media pages.

Call Center Support

In addition to conducting research on customer support via company websites, research was also
conducted on company call centers. Call center representatives receive training about proper
interaction with customers but frequently read responses and instructions off a computer screen
when on a call. This can provide frustration for customers who feel that they are not getting the
help they desire. Many companies require their customers to answer a series of automated
questions before a representative answers the call. The same companies used for the website
support research were all used for call center research: a security company (ABC Security), a
cable company (DEF Cable) and a cellular provider (GHI Cellular). All companies used
automated screening before an actual representative was on the phone.

Vivint‘s call center usage is very similar to the call center techniques of other companies. The
customer must pass through four automated menus before talking to a live representative. While
on hold waiting to speak with a representative, an automated voice prompted customers to visit
the company‘s website to find solutions to their problem. This was very frustrating for
customers, especially those who called because their solution was not easily found on the
website.

ABC Security had a series of automations that directed the customer to the specified call center
or technician. However, the call center the phone call was directed to operated under typical
office hours, not the 24/7 help that was promised on the website. To determine the typical

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automations and processes a caller experiences, we acted as an existing customer looking to
cancel the service. We were directed through six different automated menus, which asked
questions including what issues we were experiencing and our current relationship with ABC
Security (current or prospective customer). Before a representative answered the call, an
automated voice encouraged us to search for a solution to our problem online. As a customer
―needing help‖ this was very frustrating because we had already thoroughly troubleshot on the
website and could not find the information we needed.

DEF Cable also had a series of automations before a call would direct to an actual representative.
It took three minutes from the time the call was placed until a representative was on the line.
However, this time was impressive considering the company‘s size and product line. The
automations were used to filter the customer to the most relevant technician. In the beginning of
the call, we were prompted to enter a telephone number with an area code. This was to screen the
region where the called originated. Four automations followed asking information including
customer relationship (prospective or current customer), type of service (home or business) and
zip code. A problem number was then provided. While on hold, music played and no
advertisements were run. Some companies use a customer‘s wait-time to promote new products,
but this DEF Cable refrained.

The general call center for GHI Cellular had a total of seven automated questions and options.
These questions were necessary because of the company‘s size and subsequent need to filter
calls. However, after clicking more links on the customer support webpage, telephone numbers
are listed for centers with business hours. These centers are for concerns including billing and
Internet service. These numbers seemed to address issues that did not need immediate attention.
These phone number, do not have automations and customers are immediately connected with a
technician.

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Figure 1 shows a job listing for a call center technical support representative at Vivint. Under the
function and responsibilities, it does not list that a representative should be friendly or courteous,
which is a key quality in customer service work. One of the highest complaints against call
centers is that representatives are harsh and impatient with customers. While these skills are
described under the ―required skills‖ portion of the job listing, potential employees should know
that friendliness is a responsibility and requirement.

Comparatively, job postings for call center positions in other companies require helpfulness and
friendliness as a skill. A job posting for a GHI Cellular listed that the potential employee would
be ―executing patience and embodying company values while on the phone with customers.‖
Similarly, a job posting for a call center position in ABC Security required that the ―employee be
patient and understanding with the calling customer, no matter the circumstance.‖




Figure 1 A job posting for a call center technical
support representative at Vivint

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Qualitative Analysis
Data Collected from February 19 Focus Group

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Introduction

A focus group was held on Wednesday, February 19 with a total attendance of three customers.
The attendants were selected based on location and when they last contacted Vivint. The
contacted customers live in either Utah or Salt Lake Counties and have reached out to Vivint
within the past six months. The attendants traveled to Brigham Young University‘s campus for
an hour-long session and were rewarded with a Visa gift card. During the following weeks, the
focus group moderators gathered more information regarding the customer service practices at
Vivint by calling three additional customers.

Various themes were found throughout the conversations to gather the following qualitative
information. These theme will dictate the following analysis: (1) why Vivint was contacted, (2)
customer service representatives, (3) distribution of information and (4) customer-to-customer
recommendations. Furthermore, a comprehensive list of recommendations that Vivint can
consider towards resolving the most common complaints expressed by the customers will be
included.

Why Vivint Was Contacted

The top reasons that customers contacted Vivint were (1) unintentionally setting off the alarm,
(2) ordering replacement parts, (3) monetary problems and (4) changing the contract or system.
The following information has been collected from the focus group and individual phone calls.

Vivint‘s customer service call center was contacted after several customers had already looked
on the website for Frequently Asked Questions and attempted to use online chat services with a
faceless representative with no helpful results. However, this process was only followed in
situations that did not require immediate attention such as replacing parts, changing parts and
reporting damaged wires. Customers had more patience to make an effort to find the answer to
their problem before seeking an expert‘s help in these non-emergency situations.

On the other hand, calls that came directly to Vivint without any previous research occurred in
situations where the problem had more pressing consequences such as alarms and monetary
issues. Customers were more inclined to call and speak with a real person for these issues
because the assistance would be more specific to their personal situation, they naturally trust a
person more than what can be found on the Internet and it would be faster to get an actual person
to resolve their issue than looking for the online information by themselves. The participants‘
frustrations did not result from needing to call in or even with their actual experiences with the
customer service representatives, but rather from policies that Vivint has set in place that kept
them from doing what they wanted to with their service or contract.

Direct Quotes

 ―We‘ve had the system just for three to four months, and already I‘ve had to contact them
several times…they were so nice…which is important to us.‖

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 A participant in the focus group gave a good recommendation regarding a Frequently
Asked Questions page and contacting Vivint. He recommended Vivint to send an email
once a month saying, ―hey these were the top five questions asked last month, here‘s how
to solve them.‖
 ―When we first got the system installed, the camera wasn‘t working, and so we had to
have that replaced. And then we had to have them come and give us something else that
they forgot to install, so we‘ve dealt a lot with calling and getting everything set up.‖

Customer Service Representatives

The characteristics and efficiency of the customer service representatives were major themes
throughout the focus group and phone conversations. In general, the customers were satisfied
with how the representatives assisted them over the telephone; the representatives are friendly,
timely and eager to solve problems. Additionally, the initial wait time from the time the customer
dials the phone to when they can speak with a representative is very short, which is something
that the customer values.

However, more than one customer noted that they had to be transferred between multiple Vivint
representatives once they connected to the call center. Each time they were transferred, they had
to take the time to describe their issue, which they found to be annoying and unnecessary. The
customers said that they would be speaking with a representative who would eventually claim
they did not know how to help them, and so the representative would transfer the customer to
another person who was apparently more knowledgeable. Despite this, the customer‘s
complaints are not towards the actual representatives, but towards the lack of understanding of
those on the phone as well as strict company policies. Not only do the representatives not know
how to resolve the customer‘s issues, but there are many instances where the representatives
cannot fully assist the due to lack of authority The customers do not wish to waste time repeating
themselves and they should not have to. One customer was on the phone for approximately 30 to
40 minutes just repeating his/her story to multiple customer service representatives, which
became frustrating. Another customer was frustrated that the representatives did not have enough
information to solve her Vivint issue and struggled to find his/her account information. This
issue can easily be fixed through improved training to all new hires so that all representatives can
help the customers equally, thus avoiding the need for multiple transfers. The training regimen
can be improved in the following ways:

 Design training rooms with actual home security devices that the representatives can
become familiar with during the initial training process as well as to assist them in
answering customer questions
 Increase initial time taken to train new representatives
 Increase resources that representatives can refer back to while on the phone with Vivint
customers

Another customer mentioned that there needed to be more communication and cohesion between
the customer service representatives and the sales department. The customers mentioned that the
sales representatives would make promises that the customer service representatives struggled to
fulfill, or, in some cases, turn down. During one of the phone conversations, a customer

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mentioned that a summer sales representative convinced him/her to sign with Vivint with the
understanding that his/her neighbor, who was already a Vivint customer, would receive a credit
towards their account. However, once the participant‘s system was installed, the credit was never
given to the neighbor, later learning that this promotion never existed. This tainted both the
participant‘s and neighbor‘s view of the company that they were now forced to maintain a
relationship with. These experiences are dangerous for the reputation of Vivint, because it is
simple to share such experiences online and by word of mouth, thus potentially tainting the
company‘s current and future relationships as well as financial success.

Again, the customer service representatives need access to better training, information and
authority. Continuing to execute these ineffective processes could be very dangerous to the
reputation of the company since the customer service department is the main point of
communication that most customers interact with. It could also drive customers to seek help
from untrained sources on the Internet, which could lead to even more issues for them.

Direct Quotes

 ―The customer service, when we called in and spoke to them, was fantastic.‖
 ―So it‘s been awesome, the way they respond. They are very helpful and really
understanding…‖
 ―There have been some times where it has been a different part, but mostly it‘s been in
the same department. And they have one person, you‘re talking with him he does it, and
for some reason you get disconnected or something happens and you go to someone else,
then they‘re like ok well don‘t listen to them, and they try to take control, and they all
kind of fight to help you out...they all want to help you so much.‖
 ―It‘s just they have been frustrated and we‘ve been frustrated with some of those
guidelines they‘re having to work under.‖
 ―Customer is always right. Do everything you can. I don‘t mind be passed around. I just
want the answer in the end. Treated with respect as a customer. Vivint has always done
this.‖

Distribution of Information

Generally, most people would prefer to use a website as their first resource for solving a problem
with their system and/or contract. It is a quick way to gather information that doesn‘t require
reliance on another person. However, many find the Vivint website difficult to navigate and
regularly become frustrated while trying to search for answers and information. The customers
eventually give up and call the customer service number in order to solve their problems in a
more time efficient manner. This process is more common when the customer is dealing with
issues such as personal contract information and overcharges.

Overall, the website helps to fix simple problems such as ordering a new part or reporting
physical system damages. With bigger problems, the website can start you on a solution but you
have to eventually call the company to finish. The mobile site exists, but it does not have all the
capabilities that the full site has and that can be frustrating for customers; this occurs because the
full Vivint website has not been optimized for mobile use. For those who are technologically

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inclined, it is possible to manage the full site on a phone. However, if a customer is newer to
today‘s technologies, it can be very confusing and frustrating. Customers are interested in the
idea of having access to a Vivint app, with the capability of chatting/texting with the
representatives. While they are able to chat with representatives using the full site on their laptop
and desktop computers, it is important for customers to be able to reach Vivint while they are not
at home.

Another way to distribute information is through social media. Tools such a Facebook and
Twitter can be used to share tips, distribute press releases and interact with customers. However,
a customer said that they would not want to use social media for access to customer service
representatives, because they would not want others to know that their alarm system was down.
This may result in further security issues.

The Vivint system can be used for more than just security; customers can control the thermostat,
change the lights and monitor non-emergency things such as cabinets through email alerts. Some
customers may be unaware of the additional ways they can use their system, so it is important to
let them know. Updating the current blog with more comprehensive information and creating a
forum to allow customers to share their individualized discoveries and experiences can
accomplish this.

During the discussions that were conducted, the customers expressed that they wanted more
hands-on training about how to use their in-home systems while the technicians are onsite,
setting everything up. While these lessons are a part of the technician‘s process in setting up the
systems in the homes, the customers feel like more time needs to be spent teaching them how to
avoid accidentally setting off their alarms. By limiting the human error, the number of upset and
confused calls to the company will decrease, thus increasing the positive reputation towards
Vivint.

The distribution of information for customers needs to be varied and maximized in order to make
it easier to get questions answered and learn how to take advantage of the products and services
provided by Vivint. By doing this, customers will have a better view of Vivint, thus increasing
the positive reputation and future business of the growing company.

Direct Quotes

 ―It was kind of frustrating actually. Because there‘s the phone interface, and then there‘s
the website. And you‘re supposed to be able to access everything on your phone that you
can access on the website. But you have to jump through more hoops on your phone than
you do on the website.‖
 ―And it just like I go to the right website but it didn‘t have the right menu and I go back
but finally it was like dug under several things because it was the mobile site. [It‘s] not as
optimized as it should be but other than that that‘s probably my biggest complaint was is
the website…‖
 ―Even if you try to fix it on your website or on your own but you end up having to call
because you need their assistance.‖

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 ―A blog would be a really good thing or a forum where customers could ask questions
and then they could have reps answer those questions. And those questions always stay
on the website but new questions come as well.‖
 ―There's been like security tips and the new stuff coming out but most of it is the business
side that I follow because it intrigues me.‖

Customer-to-Customer Recommendations

During the focus group and phone calls, participants were asked if they would personally
recommend Vivint‘s services to their own family and friends. Each of the respondents answered
positively. Many of them said that the safety they feel having the system is a big reason they
would tell others about it. Another quality that would drive customers to recommend Vivint is
how easy it is to use the system. Customers don‘t want to have to spend a lot of time learning
how to use their system, they just want to be able to do it easily and feel safe. One customer said
that he/she would recommend Vivint because the company is dependable and provides high
quality products; however, he/she complained about the costly contracts and will be terminating
her connection with Vivint at the end of her lengthy contract period.

Direct Quotes

 ―I‘ve talked with other people because, you know it‘s all about word of mouth and their
experiences have tainted me against other companies...my husband‘s parents got Vivint,
so we got Vivint. You know it‘s just that snowball effect.‖
 ―And we have recommended it too, we have neighbors that have it and we told them.‖
 ―Vivint is good for someone who doesn‘t know any better. Don‘t have to worry about
anything.‖
 ―2000% yes, because my husband is gone a lot, and before {we got the system} I may or
may not of slept with like guns and other things like that and now it‘s the first time I feel
safe. Even with my daughter, she can play in the upstairs room, but she can‘t open
windows that she is not supposed to open because the alarm will go off. Yeah they are a
great company and I love the system as well.‖

Our Recommendations

As a result of the major complaints addressed by customers, we recommend that you implement
the following:

1. Create clearer customer service chain of command for the representatives
2. Allocate additional authority, such as the ability to resolve problems and make promises,
to the appropriate customer service representatives
3. Increase initial training regimens for each customer service representative so that
everyone has the same level of basic information to help customers
A. Design training rooms with actual home security devices that the representatives
can become familiar with during the initial training process as well as to assist
them in answering customer questions
B. Increase initial time taken to train new representatives

18
C. Increase resources that representatives can refer back to while on the phone with
Vivint customers
4. Introduce a more centralized location for access to all pertinent customer and system
information through:
A. Official Vivint mobile app
B. Social media outlets such as Facebook and Twitter
C. Email newsletter
D. Open forum for customers to share personalized stories
E. Comprehensive, user-friendly Frequently Asked Questions page on the website



























19






















A survey was conducted among Vivint customers regarding their experience with customer
service. The online survey highlighted the forms on which customers receive support
across a wide spectrum of channels.

The questions administered in the survey were created after qualitative data was found in
a focus group. The main concerns and topics that were taken from the focus group
influenced the questions in the survey. The survey was created to attain more hard data on
Vivint’s customer service and employee satisfaction.

Twenty-nine questions were asked to approximately 350 customers that helped to
understand the strengths and weaknesses in terms of Vivint customer service and the
effects of each method and/or policy. The responses to these questions can be analyzed
quantitatively by finding statistical evidence that supports the relationship between two of
the questions asked.

Quantitative Analysis
Data Collected from March 10 to March 15 Survey

20



As shown in above, key information will be shown graphically to highlight important
relationships and differentials in data. For example, Figure 2 shows that the number one
reason for contacting customer service in the first place is because of a product or service
malfunction. Also, most of the “other” responses were defined further as “the alarm going
off”, which still falls under the product or service malfunction category. Other contact
points represent what type of calls would be expected to arrive to a customer support
center, with little surprises except for the sheer volume of malfunction calls. This
information gives the base from which the customer service conversation can be analyzed.

The survey can altogether be acknowledged as a success because the questions were
straightforward and insightful, and some correlations are very strong. In terms of data
analysis, some of the questions were not used in correlations because the answers did not
readily translate to workable data.

There were three main channels in which Vivint engages with its customers in terms of
support. Online, in-person and telephone service are provided by the company to solve any
issue or problem. The following analysis will be divided in terms of the channel in which
the customer is reached.
Telephone Representatives

Findings:

Figure 3 demonstrates that most people immediately call Vivint on the phone when they
have a problem, question or issue. This creates a need for communication and service to
become essential through this channel because it works with the highest volume of
customers. Fortunately for Vivint, the phone communication of customer service received
0 20 40 60 80 100 120 140
Product or service malfunction
File a complaint
General question about product use
Check or change account status
Obtain account information
Cancel service
Billing
Make a purchase
Other (Please indicate)
Reason for Contacting Customer Service
Figure 2 Reasons for Contacting Customer Service

21
the best response from customers. A large majority of customers believed that their phone
representative responded quickly, respectfully and knowledgeably.




There were very limited negative comments regarding telephonic customer service except
for one category. When asked if the responses the customer received from the
representative seemed to be “scripted or generic,‖ 84 people said ―yes,‖ 97 said ―no‖ and 102
people did not give an answer. This signifies that many customers believe representatives
have much of what they say pre-written and could possibly be reading answers off of a
paper.



What methods did you use when trying to solve your
problem/issue with Vivint? (Select all that apply)
I looked for a solution on the
company's website (23%)
I e-mailed the company (10%)
I used the company's web chat
service (6%)
I called the company (79%)
Other (Please indicate) (14%)
0
50
100
150
200
250
Disagree
Neither Agree nor Disagree
Agree
My Phone Representative Was:
Figure 3 Methods used when trying to solve a problem or issue with Vivint
Figure 4 How customers perceived their Vivint phone representative

22
There is also a strong correlation between how many representatives the customer had to
speak with to solve the issue and their overall opinion of Vivint‘s customer experience. It is
clear that as the number of representatives that customers speak with increases, their
overall satisfaction with customer service decreases. The two questions were tested
against each other, and the “P value” of the test was -.65, meaning that the two questions
are strongly correlated. This is critical because it shows a relationship suggesting that
when a customer only speaks with one representative, they are much more likely to have a
positive view about Vivint customer service than someone who had to speak with two,
three or more Vivint employees through the phone.

Suggestions:

People build confidence with a company when they come to know and gain confidence
specifically with its employees. Following the most important traits of an employee, such as
knowledgeable and helpful, the most important thing a representative should be is
personable. This is one of the only opportunities Vivint has to establish a positive personal
relationship with the customer after equipment installation.

Therefore, by hiring friendly, outgoing people and letting them speak in their own words
and not off of set scripts, customers will build a stronger trust with their customer service
representative, and consequentially with the company. This will build a stronger support
group of people who will use modern forms of media and word-of-mouth to offer free
promotion.

In current job postings for Vivint call center positions, being personable is not listed as a
requirement. Figure 4 shows that customers are very happy with Vivint when an employee
is personable. Potential employees need to know that personality is an important aspect in
their career at Vivint.

Phone representatives should have power or be equipped to solve any problems the
customer may have so as to assure that the customer will not have to explain their situation
to a several people on multiple occasions. If there are many questions or requests that have
to be cleared with higher authorities, customer service representatives should recognize
this quickly and direct the customer to the correct person. If this process is not improved,
customer satisfaction will consequentially decrease as time passes. It is possible that
customers are becoming angry about support calls because they have to explain their
situation multiple times to different people until it reaches someone with the knowledge or
authority to answer the question or solve the problem. By giving representatives this
understanding or authority, they will resolve this issue.
Online–Website

Findings:


23
By contrast, customer service through the online platform received the poorest reviews
and comments from Vivint customers. It is not the first source that a customer consults
when a problem arises, which goes against the current basic trends. Many times when
people have a question they need a quick answer to, a Google search on the computer or
mobile device resolves the issue. Quick Google searches are the first step in research and
discovery nowadays, but not when it comes to Vivint customer service. This could mean
that customers have either had difficult experiences in the past or feel that other channels
would be quicker in solving their problems.

Figure 5 shows that most people find the Vivint website difficult to navigate. It can also be
observed that a very low number of people answered the question. Many people did not
answer the question because they did not have exposure to the website. This means that
they are probably unmotivated to use this form of customer support and more anxious or
willing to try something else.

When describing their difficulty, the most common answer was that the answer was not on
the site or that they could not find the solution on the page. When asked whether the
website was helpful in solving the issue and/or problem, 64 percent said “no” and 36
percent said “yes.” Some customer explanations said that the website was heavily sales-
related and not help-related.





Additionally, 80 people responded to the question “How easy was it to find a response to
your question/issue on the website?” and 77 of the total participants rated their opinion on
customer service. When these two questions were tested against each other, the data
represents a strong correlation. This means that as the customer struggles with the
website, their opinion of customer service decreases consequentially.


Suggestions:
0
10
20
30
40
Easy Fine Difficult
How easy was it to find a response to
your question/issue on the website?
Figure 5 Usability of Vivint’s website to find answers to questions and resolve issues

24

The website should never have to require the customer to use deep thought in order to find
what they need. The mobile site is especially sales heavy and does not seem to have any
focus on customer support, with most weight given to customer acquisition. The mobile
site does appear to be simple, but no buttons from the homepage appear to lead to any type
of customer service. This makes it easy for the customer to give up and quickly resort to
telephone communication. In addition to avoiding a sales heavy website, a customer
service number should be clear and easy to find on the website. The customer should not
have to look for the phone number or go through a series of links to access help.

Online—Web Chat

Findings:

Vivint customer support web chat received outstanding reviews from the survey. Figure 6
details how efficient, knowledgeable and personable the web chat representative was, and
the marks are high. The number of positive marks more than triples the negative ones,
which displays that it is clearly a positive medium for Vivint’s customers to receive
assistance.

The most important part of the web chat research, however, is simply the number of
participants that answered the question. Out of around 350 people who received customer
service help from Vivint, only 11 people found the web chat question relevant to them, as
the rest have probably never used it.




0
2
4
6
8
10
12
My Chat Representative Was:
Disagree
Neither Agree nor Disagree
Agree
Figure 6 How customers perceived their Vivint online chat representative

25
Figure 7 shows how easy it is to access the web chat option. The results are widespread,
but most did find it easy. Seven people found it easy, three found the web chat just fine and
one person found it difficult.




Suggestions:

The research shows that when people use web chat, they enjoy it. It can therefore be
assumed that if more people used web chat, satisfaction would increase. Advertising this
important option on the website, in customer mail and through other mediums would
increase its use and reliability. This method is very cost-effective because a representative
can be working with multiple people at the same time and does not have the limitations of
one-on-one telephone contact. If people find this medium just as easy or easier than
general website help or phone communication, it would improve customer satisfaction and
save money.

In-Person

Findings:

A limited number of questions were asked regarding person-to-person customer support,
but two important questions to correlate together were “Did the company dispatch a field
service technician to your home?” and “How likely are you to recommend Vivint to a friend
or colleague?” When tested against each other, a fairly strong correlation (The “p” value
was a .16) was discovered. The correlation suggests that when a field service technician is
0 1 2 3 4 5 6 7 8
Easy
Fine
Difficult
How easy was it to access the company's
web chat option?
Easy
Fine
Difficult
Figure 7 Usability of Vivint’s web chat feature

26
dispatched to the customer’s home, they are more likely afterwards to recommend the
company to others.

This correlation is important because it highlights the value of a personal visit from Vivint.
It puts a face to the company name and helps establish a customer relationship.

Another important question that was asked highlights the strengths of field service
representatives in terms of knowledge and efficiency. Figure 8 shows that the majority of
people would hire a Vivint representative after their experience in working with them.



Figure 8 shows that the majority of people would hire the representative to work for their
own company, based on their experiences. This is a good indicator because it not only asks
if they handled their security professionally but also whether or not the customer would
hire them to represent their own business.

Suggestions:

61 percent would hire the representative, but it would be relevant to know why the others
would not. Further questioning would help explain what should be done to gain a stronger
sense of trust from the service representative.

Conclusions

Through the survey, strong correlations and findings were made. Overall, Vivint does not
have an exceptional record of excellent customer service, as shown in Figure 9. Hopefully
this survey and the data extrapolated from it will help establish strategies and ideas that
will further improve methods of customer support.

61%
17%
22%
Based on your last interaction with the
representative at Vivint, would you hire this
representative if you ran the company?
Yes No I don't know
Figure 8 How likely customers are to hire a Vivint representative based on their previous interaction

27
# Answer Response %
1
It was less
helpful than I
expected -
(Please
explain why
below)
108 31%
2
It was as
helpful as I
expected
188 53%
3
It was more
helpful than I
expected
58 16%
Total 354 100%

























Figure 9 Customers overall feelings about their Vivint customer service experience
Social Media Analytics

28
















Current Vivint Findings

The social media analytics for Vivint were
monitored between December 31, 2013 and March
25, 2014. In that 84-day window, Vivint received 813
mentions—an average of about 9.6 mentions daily—
reaching a potential audience of 515,520. Of these mentions, 9 percent were retweeted by
51 unique profiles, spreading the mentions to an additional 118,434 people. On March 12,
there was a spike in the number of mentions. Common keywords used at that time were
“Utah home broadband service,” “customers” and “Gigabit Wi-Fi,” among others.

Influencers

Most of Vivint’s social media mentions come from Facebook as shown in Figure 10.
However, Vivint’s biggest social media influencers can be found on Twitter. The top four
influencers are:

1. @gigaom—an independent voice on emerging technologies and the disruption of
media. The handle has 213,905 followers. Data analysis found that this user has the
most reach and spread influence and also tweeted the most popular note about
Vivint (tweet was retweeted 17 times).
2. @DaltonRoad—an on-line TV and radio production house. The company has 25,685
followers.
Figure 10 Shows the content source
breakdown for Vivint social media mentions
Data Collected from January 1 to March 25

29
3. @mdkail—VP of IT Operations at Netflix. His handle has 2,748 followers.
4. @properpinwheel—a popular blogger with a following of 1,483.

These influencers, along with other highly rated influentials not mentioned above, should
continue to be monitored to ensure a positive relationship is maintained.

Locations

Company customer service mentions took place all across the world; however, an
overwhelming majority of those mentions originated in the United States—about 82
percent. Within the U.S., most mentions came from Utah.

Sentiment


Vivint has a generally positive presence on social media. About 62 percent of the mentions
involved positive comments and phrases toward the company’s customer service. These
mentions included terms like “love,” “interested,” “great,” “thanks” and “am expanding.”
Words frequently used in messages that had a more negative connotation include “to
cancel,” “hate,” “pay” and “fire.” A comparison of the positive and negative comments can
be found in Figure 11.

Topics of Conversation

Of the 813 total mentions in this time period, there were 494 major topics of conversation.
The general topic “Vivint” occupied the highest percentage (39.7 percent) of those
conversations with “Gigabit Wi-Fi Mesh” following with 23.4 percent of conversations. The
top three trending Hashtags during this period were “#vivint,” “#cx” and “#custserv.”
Other major topics of conversation can be seen in Figure 12.

Figure 11 A timeline of the positive vs. negative sentiments of Vivint mentions from Dec. 31, 2013 until Mar. 25, 2014.

30




What Does This Mean?

The information mentioned above is based on the results found by social media analytics
software NUVI. Though the information provided is beneficial in pointing us in the general
direction of Vivint’s customer service social media presence, it does not tell a whole or
reliable story.

Positive vs. Negative Mentions

The overwhelming difference between positive and negative mentions found by NUVI is a
little puzzling. Vivint currently has a 2.5/5 rating on popular review site “Yelp” and 1/5
rating on “Consumer Reviews.” This seems to suggest the opposite of the NUVI results—
that negative mentions are overwhelming more common than positive ones. To determine
why this difference has occurred, the sources and content of the positive comments were
further examined. Those findings are described below.

Positive Commenters

Figure 13 A positive comment about Vivint that doesn’t provide
useful feedback for the company.
Figure 12 A Word Burst showing
popular topics surrounding Vivint
mentions.

31
After taking a closer look at some of the positive comments left on Facebook and Twitter
about Vivint customer service, many were not specifically related to Vivint services or
customer service practices. Figure 13 shows a comment from a Facebook user, praising
Vivint for the party that they threw. Another major contributor to the large amount of
positive mentions are posts from Vivint employees. There are several posts from
employees talking about how great it is to work at Vivint or sharing employment
information with their Facebook friends. Though these are positive mentions about the
company, they do not provide useful insight into customer’s feelings towards the company.
Figure 14 shows an example of some of the tweets that contributed to the high amount of
positive mentions, but do not provide the company with useful customer service feedback.

How Can Vivint Do Better?

After looking through Vivint’s Twitter and Facebook pages, a greater effort to interact with
customers could help to increase the positive comments about Vivint’s customer service.

Twitter

The feed on the
official Vivint
Twitter account is good. The company tweets often to keep followers and customers
updated on the latest advancements and news from headquarters. The Vivint Talks chat
that was held on Mar. 19 was a good way to show that the company is trying to hear from
their customers and see what they do and do not like about the systems. Some responses
were retweeted and it allowed customers to interact directly with an employee.

Figure 14 Positive Vivint mentions that do not provide customer service feedback.

32
Aside from the chat, much of the content that Vivint retweets is employee praise for the
company. While that might be nice publicity for employment at Vivint, it does not really
prove anything to customers. Retweeting praise from non-employee customers about the
company and its systems would have a much larger impact on potential customers.

Facebook

Vivint updates the official Facebook page frequently. The content posted is interactive and
asks for customers to voice their opinions and share their concerns. However, there is not
much interaction past that. Figure 15 shows an example of the lack of interaction. Vivint
posted a question to their customers on the Facebook page. The post had 12 responses, but
Vivint never replied to the post to answer the question they posed or address any of the
concerns that were voiced in the responses. Most posts exhibit similar lapses in
communication.


How Bluehost Does It

Bluehost is a web hosting service based
in Provo. Since it’s founding in 2003,
Bluehost has grown to be one of the
world’s largest providers of cloud-based
online solutions. The company tweets
frequently and has a substantially larger
number of followers than those they
follow. Information about the
company’s customer service telephone
number and Twitter account can be
found in the heading as shown in Figure
16.

Figure 15 Vivint’s failure to take advantage of an
opportunity to talk directly with their customers.

33
In comparison, Vivint’s main
Twitter account does not appear
to have any links to the customer
service Twitter account. The
account is also not one of the
suggested accounts when “Vivint”
is typed into the search bar,
making it hard to find if you do
not know the account exists. If
accessibility to this account is
increased, customers will be able
to use it as a way to find answers
to the questions they have (based
on previous responses posted on
the page) or get the answers they
need.

The key to Bluehost’s success on their customer support page is prompt responses. Each
tweet, no matter how basic the question, has received a quick response from an agent.
Some responses are minutes after the initial tweet is sent with the longest wait time at
about one hour. Being accessible to customers in this form creates a dialogue that helps
the initial tweeter and other customers that can be facing the same issue. Alternatively,
responses on the Vivint customer service page can take up to 24 hours to receive a reply.
By learning from the successful practices of Bluehost, Vivint can increase the effectiveness
of their customer service efforts on social media.















Figure 16 Bluehost makes contact information for their
customer service readily accessible on their Twitter page.

34




















Conclusion

35

At first glance, it appears that Vivint‘s customer service is doing well, especially considering the
customer service based awards that it has received in the past few years. However, after some in-
depth research, certain issues have come to light that must be addressed in order to truly have a
great customer service reputation. The research that was conducted included a focus group,
online survey and a report on the social media analytics for Vivint.

Our first step in researching Vivint customer service was conducting a focus group. This was
done in order to gain a basic knowledge of what the customer thought about the various types of
customer service that Vivint offers. The group consisted of three customers who were chosen
based on location and the last time they were in contact with the company. Respondents lived in
either Salt Lake or Utah Valley and contacted Vivint within the last six months. After the focus
group, three more customers were contacted via phone, and a conversation similar to the focus
group took place.

From the information gathered, some general conclusions can be made. First, the customers were
satisfied with their overall experience with the actual customer service representative and the
wait time was short—both of which are great indicators for customer satisfaction. However, the
majority of customers said that in their experience with calling Vivint, they had to be transferred
between representatives in order to get the help they needed. This was a great annoyance to
them, as they had to repeat their issues multiple times and employees seemed to be inadequately
trained to provide help. Despite this annoyance, the respondents said that they would recommend
Vivint to a friend or family member, and they were happy with their service.

Next, a survey was sent out with questions influenced by the responses from the focus group and
phone calls. The survey consisted of 29 questions sent out to 350 Vivint customers, and it
focused on the three channels that customers could receive help: online, telephone call and in-
person. The findings show that about 80 percent of customers immediately call Vivint when they
have a problem, concern or question. An important finding regarding telephone interactions is
that the more representatives a customer had to speak to, the lower their satisfaction was. In-
person support also received positive responses. There was a strong correlation between
customers having a field representative come to their home and their willingness to recommend
Vivint to a friend or family member.

It is likely that the majority of customers use the phone to receive support due to the issues they
have experienced with the website. The Vivint website was the least used channel, and almost
half of respondents rated it as difficult to use. Many felt that it was hard to find what they were
looking for and eventually gave up and called in. They also said that the website was too sales-
focused and not service oriented enough. Despite the negative website reviews, the online web
chat received very positive responses. Unfortunately, only 11 out of 350 surveyed felt they had
experience to respond to the web chat questions. It is likely that the negative experiences with
the website have turned customers away before they utilize the web chat feature.

The final phase of research was the social media analytics report done through NUVI over a
period of about three months. The company had a generally positive presence on social media.
About 62 percent of their mentions involved positive comments and phrases toward the

36
company‘s customer service. However, after closer analysis, it was concluded that Vivint
employees posted much of the positive content . This does not provide useful content to gage
what the actual customers think about the company and the services provided.

Overall the research performed provided great insight into the Vivint customer service
experience. Respondents felt satisfied with the representatives‘ friendliness and response time,
but their lack of knowledge was apparent when they had to continually transfer respondents to a
different, more qualified team member. This can be easily fixed with some in-house training and
responsibility differentiation. All representatives must be able to help the customer equally. In
rare cases, it will be necessary to transfer a customer, but this should be generally avoided.
Doing this will irritate the customer, and they will feel as though they had a negative experience,
even if their issue is resolved. Representatives should also have a clear understanding of whom
they should transfer a customer to if they do not have power to help them directly. One transfer
to the right person can be harmless, as long as the issue is resolved.

Despite being the least used channel, the Vivint website should receive special attention. It is
easier and cheaper to have customers solve their problems using the website, so it is worth the
investment to re-launch it. Creating a clear, easy-to-use customer service section can be done
through further research into what exactly customers want on the website. Integrating this into
the app and utilizing social media will increase traffic online. An area for suggestions or
complaints would provide useful feedback about how Vivint can create a better customer service
experience.

The main limitation in this study is the lack of response for the survey and focus group. While
the information that was received was very useful, it would have been more reliable had there
been a larger sample size. Despite that, the responses received are very strong and will provide a
clear guide for future action. As Vivint moves forward with their customer service department,
we hope that this research, along with the subsequent suggestions, will be useful and contribute
to a successful future for Vivint.


















37























Appendices

38














































Appendix A
Focus Group Transcript

39







Customer Service Focus Group (Feb. 19, 2014)
Moderators: Coleman Edwards and Madeleine Hettinger
Additional Focus Group Leaders: Sarah Stoddard and Brittany Condie
Transcribers: Chelsea, Justin, Laura, Cierra

Themes:
Why Vivint was contacted
Customer Service Reps
advocates
friendliness
timeliness
red tape
Techs
Not experienced enough/didn‘t have tools or power
Sales rep making promises CS reps couldn‘t fulfill
Distribution of information
website
mobile site
app,
social media
how to use the system
additional ways to use system
Recommendations/Reputation
Scorecard
Vivint Competitors

Why Vivint Was Contacted

M: Tell us the background information, what happened and how you felt about it. Amy do you want to start?
A: So, I‘ve set the alarm off a couple of times, and it was like twice in one week. So just dealing with them through the panel.
They were so nice and they were very protective of our privacy, which is important to us. When we first got the system installed,
the camera wasn‘t working, and so we had to have that replaced. And then we had to have them come and give us something else
that they forgot to install, so we‘ve dealt a lot with calling and getting everything set up. We‘ve had the system just for three or
four months, and already I‘ve had to contact them several times.

Recommendations

M: So were you happy with the customer service?
A; Oh totally

Why Vivint Was Contacted

M: So the frustration came from…?
A; The frustration came from like, the camera wasn‘t working right off the bat when we got it, and then just the delay of getting
things installed, but that was because it‘s like several weeks out, I think they don‘t have enough techs for this area. The customer
service when we called in and talked to them was fantastic.
M: Alright, and we‘ll hit on that some more. And Carri what about your experience?
C: We have been customers for a long time, we were with them before it was Vivint, I think we‘ve gone through two name
changes. So we‘ve been long time customers, and always when the alarm has been set off, or I get playing with the dog and
forget the alarm is even ringing...they are wonderful, they are just as nice as can be. My frustration has not been with the
customer service, but some of the policies that vivint has in place. Such as, recently we had a little box in our downstairs window,

40
that essentially I think because of age the glue just stopped holding so it came off, and so the alarm wouldn‘t work because then
you‘d have one segment of it that‘s out of place. And we went through several of the customer service folks trying..they had us
superglue it, they had us do everything to try and get it back on. Nothing was working so they said, you‘re going to need a new
part. And so the parts location, I think it‘s just in Pleasant Grove, I‘m not sure exactly.
A: It‘s in Lindon

Customer Service Reps
C: Is it Lindon. And My husband said Oh I‘ll just stop by and pick it up, and they said no we‘ll have to mail it to you. Well it
took over a week to get through the process, and when it came it was defective, it didn‘t work, and we had to go out of town. So
it was a little bit frustrating that you have this alarm system, and you have to go out of town, and you don‘t have an alarm system
to rely on. And he called them again and said Let me just come pick it up in Lindon because we have to go out of town. And they
said no we have to mail it to you. That was frustrating
M: So the red tape of it all
C: Yea the red tape, so we had to go out of town without our alarm system which, you know when you‘re paying somebody for
it...so the customer service people were as nice as could be, and I could tell they were a little frustrated with the policy.
A: Because they wanted to help [the reps]
C: Yea they wanted to help. I don‘t know why that is that you can‘t just go pick up the part, instead they have to mail it to you.
And we had mail the bad part back. So you can imagine the time that takes when you could just drive that one day. So that was
just one thing that‘s why I wanted to come tonight, because I thought oh good this gives me an opportunity to say, this is silly.
When we could have just swung down there, picked up the part, and returned the new one, and then not had to go out of town
with the alarm system not working.
M: You said that you talked to multiple reps on the phone, how did you feel about needing to go from rep to rep to rep?
C: They were so helpful, we did have to move up to those with more experience, because like I said the first one, I could tell he
was a little new in his position. He was the one telling us to superglue, and then the other one came on and said no, don‘t do that.
But you know they were trying, they were nice, and my complaint was not with them. They were just trying to save us some
money from having a person come out and then being charged, they said if someone comes out we have to charge you. Which is
why they kept trying to fix the part. i wanted to say just tell them to come out we‘ll pay it. They kept saying, you don‘t want to
have to pay for this, but at some point I thought let‘s just get them out here. Or the really easy thing would have been to just go
pick up the part in Lindon.
A: Yea, because they didn‘t let us pick up our part either.
C: And it was just the funniest thing, I just kept thinking what‘s this store I need to drive by and see it, is it in some dark alley?
M: Ok Interesting good, and what about you?
Courtland: When I had the system, it was just me, and then I had my grandparents come and live with me just to have extra
protection for if I‘m out of town or assigned somewhere, that they are still protected. They have set it off a fair amount of times.
So it‘s been awesome, the way that they respond. They are very helpful, and really understanding that, oh ok there‘s someone
new in the home. And just helping them work through all of it so they felt like it wasn‘t a big burden. Because at first they were
like well we just won‘t use it because we don‘t want to have to deal with bugging them. And they were very nice and they made
it seem like it wasn‘t a big deal if they keep setting it off just as long as you get used to it and it will be fine. And they actually
use it because they had that kind of comfort at first. There have been a few things where we‘ve needed certain parts, and same
situation, they make you jump around to different people.
Andy: Is it an escalation where you feel like rep A has topped out as far as knowledge is concerned and they have to transfer you
up to the next level, or is it different department kind of feel that you get...
Maddie: and you have to start over explaining…
Courtland: There have been some times where it has been a different part, but mostly it‘s been in the same department. And they
have one person, you‘re talking with him he does it, and for some reason you get disconnected or something happens you go to
someone else, then they‘re like ok well don‘t listen to them, and they try to take control, and they all kind of like fight to help you
out...they all want to help you so much
Andy: Some inconsistency in the way they help
Courtland: Yea, and they say what happened, and I say well I just told the last guy can you transfer me over, and they say well I
can help you, and they want to be the one that‘s doing something. I don‘t know if they‘re just bored, and they‘ve got nothing else
to do so they won‘t transfer you to who you were just talking to. But that‘s something that would be kind of a complaint because
I was just talking to someone, and I‘ve already discussed 15 minutes what the problem was, we‘ve been going through stuff. And
then to have to repeat it with someone else because they just want their turn to give their input and advice instead of just
transferring me if they are available.
Maddie: Did you both kind of experience the same frustration?
Carri: Ours was definitely and escalation. And I just got the feeling we‘d tapped out their knowledge. Ok I‘ve tried everything i
can possibly think of, let me try this person, I think they even said he‘s been here a little longer, they may have dealt with this
problem before.
Courtland: I would just say the bouncing around every now and then isn‘t the easiest, let‘s say I was just talking with Coleman,
and Maddie‘s like well I can fix it, I can fix it. Well I just told Coleman, like 15 minutes we‘ve been working on it, and I want to
go back to him.
Coleman: That‘s a lot less convenient for you

41
Courtland: So that‘s something I‘d be not really happy with

Why Vivint was Contacted

Coleman: Besides parts, are there any other issues you‘ve had with the system, other than trying to get replacement parts?
Carri: Ours has mainly been with parts, we did have some French doors replaced this summer, and we told the man who was
replacing the doors, do not slice through that alarm, he comes down he‘s holding the alarm...how many times did I tell
you?(laughing). So we went through the same thing with having to reorder it. And again I just wanted to drive down to Lindon
and take it. The man who was putting in these French doors, he felt horrible, and he said I could put it in, don‘t worry just get the
part and I‘ll put it in. But it was the same thing. It just seemed like something that should be so simple. We had the disconnected
part if we just could have taken it to Lindon and show them, we just need the replacement.

Distribution of Information
Maddie: For your guys‘ needs, did you all start with just a phone call to Vivint, or did you start like on their website? How did
you go about fixing your original problem?
Carri: I‘ve always called.
Amy: I‘ve done either calling or the website.
Maddie: And how did the website work out for you? Did you ever find answers to your problems?
Amy: It was kind of frustrating actually. Because there‘s the phone interface, and then there‘s the website. And you‘re supposed
to be able to access everything on your phone that you can access on the website. But you have to jump through more hoops on
your phone than you do on the website.
Coleman: On your phone do you mean like on a smartphone? So like the mobile site?
Amy: Yes
Coleman: Ok so not like talking on the phone
Amy: Yea



Distribution of Information

Amy: So I was trying to set up an account for my brother we were out of town and he needed get to get in our house and I was
like it will just be easier to create an account for you under us and so cause I done it already once on the computer it was super
easy. I only had access to was my so just going through everything it took me like twenty minutes. I‘m not crazy tech savvy but
I‘m pretty good. And it just like I go to the right website but it didn‘t have the right menu and I go back but finally it was like dug
under several things because it was the mobile site.
Andy: So the mobile site was not optimized
Amy: Yeah it‘s not as optimized as it should be and its but other than that that‘s probably my biggest complaint was is the
website because it‘s like several I don‘t know
Maddie: Okay you felt like it would have just been easier to call in where you would like to use the website as your first option
but it wasn‘t helping the way you wanted it to?
Amy: Yeah
Maddie: Okay and what about you (looking at guy) phone calls?
Courtland: Well I‘m a guy so we want to do everything ourselves first so I‘ve tried the website and it is just easier to call I mean
its they have a decent amount of information and really straight forward things but on a lot of equipment and signal testing you
have to call in anyways so no matter what you do
Group: Yeah

Distribution of Information

Courtland: Even if you try to fix it on your website or on your own but you end up having to call because you need their
assistance because they have to
Maddie: So the website never really gets you to the end
Courtland: Unless it‘s something like how to restart the camera or how to do something other that,
Maddie: Okay but not like your specific personal problems it‘s more broad.
Courtland: Yeah the website is there for you to try it on your own then look at the bottom page and type in the number so that‘s
it‘s kind of a pain you can‘t do a lot of stuff you have to have their help on just about every issue
Maddie: Okay and then about calling in how did you guys feel about the timeliness of the attention you got, how long you were
on the phone with people, how quickly your problems were solved? Talk me a little bit about that experience.
Amy: So I actually I get through really fast when my husband calls its slower, I don‘t know why. I don‘t know if it‘s because
they hear panic in my voice or what, but I‘m always like right to who I need to talk to, they walk me through everything and then
right at the end of the phone call they are always like, ―Is there anything else we can help you with, is there anything else we can

42
do for you?‖ Because they have treated me so nicely the whole time and with respect not talking down to me I try to think is there
really anything else I could, you know other than just like I want to be done. I have always had a great experience with the phone
calls, my husband as well he is just on there longer than me. He will call one number and then they will transfer him and for some
reason I always get to right where I need to go
Maddie: Okay and you seem really happy with the way people treat you on the phone?
Amy: Yeah.

Customer Service Reps

Maddie: Great, and Carrie:?
Carrie: Same thing, they even when we dealt with and I think part of it is our system so long that like I said this one little box on
the window just fell off. I think it‘s getting older that umm we have more unique issues that aren‘t easily answered, But they
never talk down they are very patient. My only concern has been more with the policies they are having to work under rather than
their professionalism and the way they handle working with us because they have been great. It‘s just they have been frustrated
and we‘ve been frustrated with some of those guidelines they‘re having to work under.
Maddie: Okay.
Courtland: Can you ask the question again?
Maddie: So umm just how you feel about the timeliness your phone call is being answered, how long you‘re on the phone with
them, how quickly your issue gets resolved, all of that.
Courtland: Okay, umm I feel like I am always talking to someone in 15 seconds, I mean it‘s usually, ―Your wait time is less than
one minute,‖ ―Hello.‖ Then like where they are just right on I have had some of the few situations where I‘ve been done with a
phone call in five to ten minutes and other times where I‘ve spent because they, I have to haul through other people and retell my
story, I‘ve spent 30 – 40 minutes before, It‘s just been like I just want to you to do this one thing and this person knew everything
and I‘ve talked to three or four people and I‘ve retold my story and I just, so that‘s been I would say that would be the only thing
if you didn‘t have to talk to so many people your talk time with them solving the problem would be a lot quicker.
Maddie: Okay Great.
Coleman: Umm, these people you talk to on the phones, do you feel like, well I guess you kind of already answered this question,
but do you feel like they were advocating for you, they wanted you to succeed?
All three group members: Yes
Coleman: Did you feel at all like they were trying to sell you anything that you didn‘t need or was it just kind of helping you with
your problems?
Whole group shakes head no
Coleman: Okay
Carrie: I never, like I said even to the point of umm, even looking out for ―Gosh we don‘t want to have to send out a technician or
you‘ll have to pay for it so let‘s try all these channels to help you not to have to pay for that so I really did feel like they were
really looking out for our interest.
Coleman: That‘s good.
Carrie: With that one change if you can note that?
Maddie: It has been noted.
Carrie: Say, ―In ever response she reminded us to let us be able to go. I just think that would make it so much easier on the
customer service too.
Maddie: Yeah, and I feel like that‘s your only frustration and if you didn‘t have that frustration you would be perfectly happy
with every other part of it?
Carrie: Yes.
Maddie: Because you have had it for seven years so you‘re obviously …
Carrie: We have we have had it I think it was when our daughter was 15 so about seven years that we have had it, seven or eight
years.
Coleman: So maybe if I can just kind of synthesizing what you are saying it would be nice if they could step over the policy to
help you as an individual rather than having to stick to this policy because obviously it makes more sense, in some circumstances,
to just go around whatever policy they have to just make it easiest for you?
Carrie: Yeah I could see if they were dealing with someone in St. George or even maybe Salt Lake but someone in Salt Lake they
would say, ―Okay I‘ve got to go out of town, can I just drive to Lindon and get the part myself.‖
Coleman: Okay, cool.

Recommendations

Maddie: So I am kind of wondering if umm, so if you had a friend of family member who needed an alarm system is
Vivint, you have Vivint systems, would you recommend Vivint to your friends?
Amy: 2000% yes, like because my husband, because he is gone a lot, and before that I may or may not of slept with like guns and
other things like that and like now it‘s the first time I feel safe. Even with my daughter, she can play in the upstairs room and I
know that she is, yeah I know I am a little paranoid, but she can‘t open windows that she is not supposed to open because the
alarm will go off. Yeah they are a great company and I love the system as well.

43
Maddie: Perfect.
Andy: Have you had an experience with any other alarm systems?

Reputation

Amy: Umm just in places of business like working with those kind of alarm systems, but not home alarm systems. I‘ve talked
with other people because, you know it‘s all about word of mouth and umm their experiences have tainted me against other
companies, but everyone that I‘ve talked to, I mean we got Vivint, my husband‘s parents got Vivint, so we got Vivint . You know
it‘s just that snowball effect.
Andy: Great.
Carrie: We did have another system … I‘m trying to think of the name of it. Is it RDT?

Vivint Competitors

Amy: ADT there was a blue sign
Carrie: ADT, there was a blue sign (nodding her head). The hard problem there was our dog kept tripping the alarm, and so they
had the sensors so low that our dog kept tripping them and it was a major frustration for us. So we‘ve been really happy and the
safety is just umm … just umm… it is, it‘s really nice. I‘ve had them track me down here at BYU, and we‘ve had a few times of
bizarre where they call and said, ―Your garage door has been open,‖ and my husband was not home, no one was at home so we
think the alarm system might of scared someone away or maybe it was kids who went back on the trampoline or something. But
you are always glad that you have it.
Maddie: Great, Courtland:?
Courtland:: Yes.
Maddie: Great.

Recommendations

Carrie: And we have recommended it too, we have neighbors that have it and we‘ve told them.
Maddie: So your experiences, as far as the red tape and stuff have not deterred you from recommending it?
Carrie: Not at all.

Scorecard

Maddie: Okay and also we are wondering if Vivint were to make a scorecard for their customer service people, what umm
criteria would you put at the top. If you had three things that were most important to you when you were on the phone with a
sales rep, I mean customer service rep. Timeliness, obviously you guys have concerns with the red tape and them being genuine,
so what kind of things do you feel are most important when you are on the phones with a representative?
Amy: Getting the problem resolved first. Like and then for sure how they treat me on the phone, and then …
Carrie: I think timeliness and I would have to echo that. I think ability to do what it takes to solve your problem.
Maddie: And maybe with the first rep …
Amy: All of them being knowledgeable ….
Carrie: Right they are empowered.
Amy: Sorry, right yeah having the knowledge to do everything.
Andy: Knowledge and ability?
Amy: Yeah.
Courtland: It would be helpful just kind of spreading with everyone having the same knowledge umm I mean if one person goes
through a problem that is just so out of the blue, that I think anyone like their managers or their supervisors should also spread
how they solve that problem to everyone else.

Courtland: If it does happen to someone else, or another representative decides, or other customer service representative gets
someone who has the same concern they heard about how to solve it and they can solve it too without having to say ok let‘s do all
my ideas and then i‘ll give you someone else. If everyone has the same knowledge and didn‘t have to transfer, changes how long
you spend on the phone, how many reps it took to get the problem solved, any of those would be some good ones.

Maddie: Great, such good feedback. Andy do you have any other questions?

Distribution of Information

Andy: You know, I was thinking about. You talked about security, do any of you use any of the non security items like the
thermostat, all of that. What‘s your opinion on that?


44
Amy: So our energy bill really has gone down, just like they said it would, when we‘re gone we can change the temp or
whatever. we have the thing to turn the light on or off which is nice because we‘ll be gone for a week or two and I can just
occasionally turn the light on and off and people will think we‘re home. And on our way home I can turn the lights on so when
we come home, the lights are on, the house is heated, it‘s great. They gave us a box of light bulbs too and those are just the
energy management light bulbs. And the camera, I really like that. It‘s just like being able to capture whoever is there, and it‘s
just at our front door, and knowing that they‘re there. It‘s a live feed at all times, so I like knowing that our home is safe while
we‘re away is safe. And I like knowing that when I‘m not there and my daugther is there with a babysitter, she‘s safe as well and
that‘s something huge for me as well.

Carrie: Our‘s is super security. Although we do have a good friend with Vivint who says that they‘re coming out with a new
system this summer…

Amy:.. Oh! It‘s awesome.
Carrie: We were talking to him and thinking of upgrading and he said wait until this summer because it‘s going to be a great
system, so we do intend to go with that.

Courtland: My system is pretty much the opposite it‘s only for convenience. I don‘t have it for security as much as convenience.
Thermostat, lights, medicine cabinets, because of my Grandparents, they have certain things they need to be doing. So if I get a
notification that something's been open or they haven‘t taken their medicine, that‘s a huge help for me.

Maddie: Oh, that‘s cool.

Courtland: I can text them and say ―Hey before you leave don‘t forget you have your pills,‖ my grandpa‘s stubborn so that helps.

Andy: explain to me how you use that system for that particular purpose.

Courtland: So, the same thing that you have, i mean it‘s the same thing as the door except you can set them for non emergency
alerts. So when the door opens for the front door, the alarm will go, you have the panel that will say front door open. for those
that are non emergency sensors, you get a notification to your email of history on your mobile phone and she‘s ok medicine
cabinet opened at 958 in the morning and the system was armed at 1015 so you know that they took their medicine before they
left the house.

Andy: so you‘re saying if you don‘t get any kind of alert you need to get ahold of them

Courtland: yeah cause they‘ve got things they need to take every morning and night, at night I‘m usually there so I can say
―alright so have dinner take your pill,‖ so the mornings I have to leave early around 6 and 7 and throughout the rest of day I
don‘t know if they‘ve left yet or the situation at the house, so I had to add a few more things and ask for a few other pieces of
equipment so I could make sure ok well looks like they‘re still inside the room or looks like they haven‘t opened the medicine
cabinet or haven‘t left yet because the door hasn‘t been opened because I was the one who opened it at that time so I can kind of
monitor if they‘re going in the garage or back deck or where they are in the home. It‘s non emergencies, if they open the door the
alarm won‘t go off it won‘t have have any issues with that but I can make sure I know where they‘re at. They have a panic
button, but I‘m waiting for one to be kinda GPS because they go on canyon drives and stuff they went up the fork today and I
didn‘t have a clue. If I didn‘t hear from them I‘d be able to know where they were off to. So there‘s a lot of things I‘m very
excited about with new system. Mainly my system is used for their protection, medically and the house is always watched over. If
any comes over while I‘m there I have two dogs and myself so I don‘t ever worry about it. It wasn‘t for security issues while
I‘m there but not there so that‘s why I kinda changed it and tweaked it so that it fits my grandparents and make sure they‘re
always medically protected.

Reputation:

Andy: As far as, this is very anecdotal, as far as the street‘s reputation of vivint and their customer service and concern, have you
heard anything about that? It‘s ok if you haven't, but if you‘re talking about Vivint with friends is it good or bad or no reputation?


Amy: I feel like if someone either has it or knows someone who has it then the reputation is good, but if all they‘ve done is
research online and they don‘t know someone who has the system or dealt with Vivint then they‘re completely in the dark or
have negative feedback of Vivint. But I feel like that‘s how it is with lots of companies. Unless you‘ve dealt with them or know
someone who‘s dealt with them it‘s going to be either ―I‘m clueless‖ or ―I don‘t like them.‖

Andy: Do you have anything specific of the negative that you‘re like why is it customer service related or sales door to door?

45
Amy: The most recent I guess, they didn‘t like the salesmen and thought he was pushy on the door so they said no. When the
next ADT or whatever came, they grabbed him up kind of to show Vivint ―aha, I didn‘t choose you because your salesman was
so pushy‖ but that‘s the only thing I‘ve really heard, that the salesmen was pushy, everyone else has given good reviews that I‘ve
dealt with.

Carrie: The company that Vivint took, apex, they did not have a good reputation in our neighborhood. I think the sales force had
been so pushy. We didn‘t have any problem with it, but I know people asked us, ―why did you give into those guys,‖ that type of
thing.

Courtland: I‘ve lived in several states and I think more surprisingly more people in Michigan and Indiana and more east coast or
middle east, they really know a lot about Vivint, they don‘t know it by name, they know it by product, they‘re like ―that company
you can control your whole home from afar‖ that‘s when you‘re like ―oh yeah I‘ve heard about that,‖ they just don‘t know the
name. Everyone over here, more west coast, I have a family member in hawaii for school, and he knows about Vivint for solar
not security, so people know for different things. Anyone here in Idaho or Utah area, it‘s been a hub for a lot of security
companies, they think security, and don‘t really have good vices and feedbacks period. They just say something negative,
because general appeal for everyone, so I don‘t know if they actually learn about it, I think the opinions for people have changed.
They think ―oh security is negative‖, no matter the company it is, and they think door to door sales guys and immediately turned
off by everything

Distribution of Information

Andy: I want to revisit your comments on the website and other avenues you‘ve visited to solve your problem, if you were to
design your own customer service experience would it be (1) visit the website and find everything you need, videos, instructions,
step by step guides. or would it be, not necessarily through the mobile site, which we‘ll make a note of… (37:00)

Andy: but the actually app if that we're to have something in it.

Lady in green: oh my goodness. If I could do everything through the app, that would be fantastic! Like everything. You could
even look at the videos. You could turn on and off the lights, do the locks all that stuff but there's still limitations. Like it takes
you to the actual vivint website and then it takes you to a second vivint website. But like if you do everything or if you have the
availability to chat with their customer service through your phone like not necessarily texting but I guess texting. Like don't
know if you can with the website I'm assuming you can because it's a big company

Maddie: can you?

Andy: I think. Yeah I think that's a feature but obviously it's not promoted

Amy: what is so great about vivint is that everything is right there. That's the thing. You can control everything from your phone.
And if you've got a problem, something's faulty or whatever, you can chat on your phone while your in a business, you can't
really do that Ina business because it has to be fast-paced. And not everyone leads that kind of life but if they could promote that
as well, that would be my vote

Andy: any other ideas or thoughts about better customer service?

Courtland: it kind of goes with what I said earlier I think it could be expanded. But I think if people you know I mentioned that
you could have the non alert services like it would look kinda like you guys were new to that if you could work to explain what
the system could do more if they were to ask questions. Like what else would you want to do? Or what more do you want out of
our system besides just basic security? Like when a new system comes out you're going to say yeah give me the new system.
Unless you know what it is you want you're going to pretty much get the same thing. But if you know that hey you can do not
only your existing services. You can do a whole bunch of stuff. GPS to throw in your kids backpack so when they're going to
school you can track them. Like unless you know all that stuff

Andy: so you're saying currently you don't feel like the communicate very well about their own strengths to their existing
customers.

Courtland: yeah. I think oh okay we'll we have this customer now. He's good and they just kind of leave it be. But the fact that
I've been able to refer people and they get a system and then to have a different priority or question than I did. They find out
something I didn't know but they found out something that someone else didn't know but they knew all of the other stuff because
of what I was able to explain or someone else was able to explain but then they learn something new because of a question that
they had but 3 other people have no clue the system could do that and if they did then maybe they would want it to and it would

46
be a lot better to kind of word of mouth advertising to help other people grow and know what their system can do. So they care
more about those who could become customers than they are giving to people that already are customers. It's kind of sad


Coleman: I have a follow up question to that. How if you're saying there's a lot of other ways it can be used. How would you get
that information out to people? What would that be? Cuz I would imagine that there's like a blog like cool ways you can use
vivint products or maybe I'm thinking you could get like an email

Amy: like a frequently asked questions.

Coleman: no more like. Cuz you're saying that there's a lot of features that you use that they don't like advertise so how would
you if you were vivint. How would you get that information out?

Courtland : um. It wouldn't be a Frequently asked questions because I would never look at those

Amy: no one ever reads those. A blog would be a really good thing or like a forum where customers could like ask questions and
then they could have reps answer those questions. And those questions always stay on the website but then as new questions
come. Like I know there's a bypass. On our system there's a bypass so if one of the things aren't working you can bypass it and
then use the rest of the system but hers doesn't have that right now. But things like that or like the gps things so they have
information continuously flowing to the customers out of what's coming out. What's new. What they can do. What they can
upgrade. But then answering questions that are coming in a lot to customer service but letting customers ask the questions and
then the employees answering the questions.

Courtland: so like twice a month send a newsletter to the email or to something saying hey these were the questions asked last
month. All the January questions that came in. These are the top 5 questions. Here's an answer for them.

Maddie: so that wouldn't bug you to have an email a couple times a month?

Courtland: that kinda does pose something

Amy: would you read it?

Carrie: if it appears of value to me, I'll read it

Amy: then you'd read it? Like security tips or something like that

Carrie: right. I was surprised we recently oh probably a couple of years ago now. We recently just went with a new box on it and
I was surprised when they came out to install it that they didn't even mention going with a larger more in depth system so I just
thought that it must be that there's such a and at the time i didn't know they were developing this new system so I just thought
weLl maybe they're going to promote that and they didn't want to get us onto a new system but i was surprised you think that
would be a natural time to say hey did you know you could do this and this and this and they didn't

Maddie: so as an existing customer, do you feel like they're more focused on getting more customers instead of.

Carrie: unless and the only thing I could think of because I was just so surprised. I honestly expected that

Andy: that they would try to sell you something

Carrie: yeah and honestly they probably could have sold us on it because we were ready. We were thinking okay we've seen
what... So I just thought it must be that something big is coming and they're waiting on it. But maybe not. Maybe they just didn't
take advantage of those opportune times because it would seem. But I have noticed that the technicians are strictly technicians.
They aren't very customer focused they are there to get their job done and get out of there and so

Amy: well and a couple of our techs used to be sales reps and they have been working for the company for 7, 9, 10 years we've
had three of them that we worked with and they like didn't try an up sell us with like the first one forgot to give us some of the
stuff so then the second one came back but like they still didn't try to up sell us on anything which I liked because I know what I
want but at the same time I want the information and what's out there for me

Vivint Competitors


47
Carrie: I have to say I appreciate on one hand that you can call them and it's like when you call comcast and all they do is try and
sell you so you don't even want to call them because you're fearful that it's just you know. So I appreciate that but I think there's
some opportunity to say did you know that our system will do this and this now. Would you like more information?

Vivint Customer Service Reps

Maddie: yeah not pushing it but just giving information

Coleman: has it been a negative experience with the technicians or it's just kinda

Carrie: it's just the way it is


Amy: our techs were really nice

Carrie: and they did their job and when you're with a tech you just want to get that taken care of Fast and get on your way

Amy: the techs don't want to be there for hours. Hey what'd you make for lunch? And you don't want them their for hours either

Coleman: but if they knew a little more about the product. Just to help you get through

Carrie: or just to even say did you know we've got this new system that will do this and this and this and if you go to the
website...just a little but

Coleman: yeah not trying to sell you but just showing you the features that you could. Kinda going along with what you were
saying like explain to you some features

Courtland: I knew though that the tech that set up ours. He had been a sales rep too and he said hey you know that with setting up
these door sensors we could also set up some cabinets or liquor cabinets or gun cabinets or whatever so that if it ever opens you
can get a notification but it won't set your alarm off. And then he was able to say hey did you know this could happen too. And
that changed a whole lot of things if you were to say wow I can do that too? And it would benefit vivint a lot because they people
would be buying more different gadgets and devices

Coleman: yeah that's really useful too

Courtland: they say oh hey your sensor can also do this. Oh hey we've actually got two different sensors or three different
motion detectors one your dog won't set off or one your dog will set off. Things like that that will just letting them know hey this
sensor also does this or hey this can also do this if they were just to want to continue to notifying all the new things. Or not all
but kinda neat things to existing customers it would be very helpful. Whether it is like a monthly newsletter or something that's
not spammy

Coleman: heres a question. Do any of you follow vivint on social media? On twitter Facebook?

Amy: on Facebook a little bit

Carrie: I don't.

Andy: What's been your experience there?

Amy: um so they'll like bring out just like. There's been like security tips and the new stuff coming out but most of it is the
business side that I follow because it intrigues me.

Andy: like press release announcements?

Amy: yeah like press releases and stuff that's going on like and the sales program and UVU and the solar expansion and the
wireless stuff. That they're going to be doing everything in your home except tv right. Direct tv. Like

Andy: I find that fascinating cuz personally I don't care as much I guess about. I think it's great but I don't follow companies. We
have comcast cable


48
Amy: yeah but comcast is like but I also really like entrepreneur magazine and fast money because my husband and I. I have a
small business so I love to see what success does and brings and the way people because Todd Peterson does things totally
different than I do and it's genius. And I think vivint is such a great company. They do so much good for our community and
there's been other companies like that like nuskin. But they're not in the limelight anymore. Vivint is the new thing right now and
so I get a lot of that. And then idk it's just intriguing to me

Andy: from like a personal interst in business

Coleman: here's one last question about social media. Would you ever consider using social media for customer service?

Amy: no. I had some big security breech.

Andy: meaning. Dive into that a little bit

Amy: so okay. Social media is out there for everyone to see and I don't want people to know if I have a problem with my alarm
system.

Andy: oh I see

Amy: I'm going out of town and I can't get my door to lock.

Carrie: we had to go out of town and it's still not fix.

Additional Interviews

Carol Phrase - Frustrated that the rep couldn‘t help her with as much as she needed help with.
36, 3 kids, In SLC. Bought a system because of break-ins in area.

Why Vivint was Contacted

She called customer service because they said they would do some things that they didn‘t:
 She paid all fees up front, they took out $100 more out of her checking account than they should have
 The camera that was installed wasn‘t working
 Sales rep said neighbor would be getting a deal for referring them, it had never happened
 Vivint was supposed to send a packet to file with city to let them know they had an alarm system so they wouldn‘t be
charged a fee [not quite sure what she meant by this]

Customer Service Reps

 Tried to do FAQ first, then did chat, chat said it would be better to call
 Called CS - They were very fast, couple minutes of waiting
 Person sympathized
 Had to wait 2.5 weeks to get camera, not a big deal though, more concerned with the $100 dollars
 The sales rep had to dig deep to find out info about the account and see what was happening
 He didn‘t have the avenues he needed to find the info to get her her money.
 He had to put her on hold a lot to talk to lots of people in lots of departments
 She had to do everything - had to call lots of times to get things going. He couldn‘t do very much. He said, ―do this‖,
―do this‖, not just, ―here, I fixed it.‖ ex: ―fill out this form, send it to us.‖ ―Call these people to get this info, let us
know‖
 She had to fill out forms for neighbor, for claim etc and send it
 They would send check within 3 weeks
 Nobody was helping the rep she was talking to - he was powerless
 She had to call the neighbor to get the bonus check
 She had to fill out all the paperwork
 You have to have an account that we take the money out of directly, she didn‘t know that you have to do that for the
first year
 “you give them all the info and you trust them with it, it’s a lot of personal stuff”

49
 “they are in provo, people like them, they’re trustworthy, good representatives. But they weren’t everything they were
hyped to be.
 Did get check 3.5 weeks later

The main take-aways

 The sales people are making promises. ―the sales can say whatever they want, customer service was thinking, ―crap, the
salesperson promised her this thing, now I have to deal with it because it‘s not exactly true.‖ or ―Crap, I have to deal
with whatever this guy told our customers.‖
 Sales vs. customer service don‘t communicate
 Sales make promises that the customer service people don’t know about or support -
 He was always nice though

Top 3 picks for customer service report card:

1. Knowledge - He didn‘t always know what she was talking about
2. Tools - he wasn‘t able to take care of the problem, he had to talk to a manager, another dept, he had to have her fill out
paperwork, etc.
3. Promptness of getting the solution done - Time it takes from making the call to her getting the check.

Other notes:

-None of her questions were on the FAQ
-Grey area between sales and CS makes them look incompetent

Reputation

-Back up what people believe your company is - They have a reputation for XYZ, but don‘t live up to those things
-Promptness, how fast, Friendliness all good

I have only had one time that I had to call with a problem and the rep
knew how to fix it and I was impressed with his knowledge and courtesy in
resolving my problem with the system..VERY SATISFIED..
The system went down after a power bump due to a severe storm..

Phone Interview: Jack Stickney

-Vivint contacted them for alarms
-very fast response
-almost too fast (grandchildren would set off and he would get a phone call immediately
-He called to change the response time
-fast customer service response
-first phone call the rep said it was impossible
-when he called a second time the rep told him it was a very easy fix and walked him through the process
-He once received an email for a deal from Vivint that ended up being a sales thing.
-frustrated by that
-Yes and no to recommending to friends/family
-yes
-dependable
-high quality equipment
-no
-contract length
-expensive

(He will be changing services as soon as his contract ends)

Other

-Been installed for 31/2 years
-Smoke detector, thermostat, 3 door sensors, motion detector.


50
―Vivint is good for someone who doesn‘t know any better. Don‘t have to worry about anything.‖
―Vivint is a good company.‖

-Scorecard

―Customer is always right. Do everything you can. I don‘t mind be passed around. I just want the answer in the end. Treated with
respect as a customer. Vivint has always done this.‖





























Appendix B
Survey Question Results

51
1. Please indicate your current zip-code.
Text Response
84606
84065
84604
84601
84010
84065
48601
94546
T1X 0P4
13456
84067
73110
79413
T8W 0G2
85367
90003
85821
75217
37043
23454
77386
28348
84511
96792
73505
70634
46815
32505
40026
88101
73159
11412
31557
33634
84124
75010
75054
77619
43609
93314
10033
93311
21918
06082
30064
31210
85629

52
79701
77651
97048
88061
84604
94560
79936
18705
90291
27028
93552
98271
T0K0M0
35404
98349
T1S0H5
84088
46226
79938
R2W5B6
61606
72120
76309
44870
93312
89108
T3M1V3
76549
59718
21703
74070
21207
75021
67217
60429
76033
93906
T9K1V4
02339
85402
38756
75455
65583
68147
36027
95820
30127
92880
95446
85641

53
30906
28356
7730-
92582

Statistic Value
Total Responses 304

2. How long have you been a Vivint customer?
# Answer Response %
1 3%
2 26%
3 55%
4 10%
5 7%
Total 365 100%

Statistic Value
Min Value 1
Max Value 5
Mean 2.92
Variance 0.72
Standard Deviation 0.85
Total Responses 365

3. How recently have you been in contact with a Vivint
customer service representative?
# Answer Response %
1
Within the
last week
55 15%
2
Within the
last 2-4
weeks
110 30%
3
Within the
last 5-8
weeks
59 16%
4
Within the
last 9+ weeks
137 38%
Total 361 100%


54
Statistic Value
Min Value 1
Max Value 4
Mean 2.77
Variance 1.24
Standard Deviation 1.12
Total Responses 361

4. Please indicate the number of people in your household that
fall under each age range.
# Answer Min Value Max Value Average Value
Standard
Deviation
1 12 and under 0.00 22.00 0.57 1.50
2 13-18 years 0.00 9.00 0.28 0.84
3 19+ years 0.00 257.00 2.40 12.98


55
5. Please indicate the age of the youngest person in your home
that can use the Vivint system.
Text Response
4
7
20
10
Six
9
me
63
29
48
26
None
7
53
43
62
27
56
31
25
11
26
16
7
15
24
32
11
73
17
65+
70
14
57
65
35
25
69
20
7
63
10
36
its a bar so 21 & older
YOUR SERVICE IS THE WORST AND YOUR CUSTOMER AGENTS LIE LIE LIE!

56
n/a
33 yrs
29
50+
31
14
39
14
43
10
51
21
30
10
54
63
31
35
2 people me and my wife both 51
21
48
66
10
57
22
23
13
6
1
34
35
9
20
12
17
55
9
28
32
6 years
33
25
66
52
83
26
53
0
67
23

57
24
58
none
28
12 years old
7

Statistic Value
Total Responses 337

6. From the list below, please select the options that best match
your primary reason for contacting customer service. (Select all
that apply)
# Answer Response %
1
Product or
service
malfunction
127 36%
2
File a
complaint
41 12%
3
General
question about
product use
65 18%
4
Check or
change account
status
32 9%
5
Obtain account
information
26 7%
6 Cancel service 31 9%
7 Billing 54 15%
8
Make a
purchase
17 5%
9
Other (Please
indicate)
78 22%


58
Other (Please indicate)
Go to town brotha
You
follow up
reset system
Set up new equipment
false alarm
arlam want off they called me & i returned the call
product upgrade
survey
worst company EVER
Add sensors
To reschedule an appointment
Have not contacted
moved
contacted by vivint
key access never received
None
change in phone number
House service.
My sister & I didn't get new customer credit
None
how to run syatem
I changed mobile phones and I can't activate my service. When I call they won't give me my
information but want me to change it. so as soon as my contract is up I'm canceling my service and
going to another carrier!
we were contacted regarding uodated att app
mobile app repeated failure
Did not contact Vivint
False Alarms
transfer services
Alarm
Got new doors and had to re-install sensors
password
Setup and
Haven't called for awhile
lost remote
DD A SENSOR
alarm
Husband is in the military and is retiring unexpectedly due to personal cuts and being forced out.
Vivint would only of 10% off what we still owe on our contract after is 21 years of service to protect
this county. Terrible.
piss poor service
Wanting the equipment we were promised installed.
power failure
change plan
havent called
reinstall units after a remodel
Alarm went off
break in at home

59
alarm
input my code too late and the representive called me
Battery change
need to make a payment
No contact
alarm went off
To check on the referral bouns that we should of got in nov. or dec it should have been i think
100.00 but nobdy seems to be able to find it.
add equipment
installment of new equipment
power failure questions
I dont
disable device to move
solar panels
alarm
I did not contact you it would not do any good
Make a correction
re-install after renovation
false alarm
Forgotten password
Contract signature
service appointment
no problem after 1st month
Alarm caused false alarm.
carbon alarm started to sound and fire department arrived.
Cameras do not record clips
response to false alarm
Password Info
Door lock utlize batteries alot quickly
Cancel false alarm
I was contacted regarding updating a credit card on file
camera set up
move smoke detector

Statistic Value
Min Value 1
Max Value 9
Total Responses 353


60
7. What methods did you use when trying to solve your
problem/issue with Vivint? (Select all that apply)
# Answer Response %
1
I looked for a
solution on the
company's
website
86 23%
2
I e-mailed the
company
36 10%
3
I used the
company's web
chat service
21 6%
4
I called the
company
293 79%
5
Other (Please
indicate)
53 14%


61
Other (Please indicate)
In person meeting
ju ju bee's
walkie talkies
walkie talkies
walkie talkie
they contacted me
They called me , alarm when off while not at home sensors pick up something or it was a
malfunction. When return we found everything in order
They called me
Just keep getting lied to
research & trial attempts
No problems
Called the salesman
Told rep
Haven't had a problem.
repersentative
None
you contacted us
spoke to customer rep via control panel
Did not contact Vivint
Letters (4X)
The Company called me
Company called me
Never had a problem
Haven't called
no problems
BBB
Directions that came with the product.
Talked over system
alarm
i give my name
No issues
they contacted me via alarm panel
sales person was in the area
na
Company called me
You called me.
someone called me
FROM THE BOX
other
no problem
Vivint contacted me.
No problems over 1 yr.
NA
I used what the technician told me
Tried to find password
Home damage dept
tried to fix myself
I was contacted

62

Statistic Value
Min Value 1
Max Value 5
Total Responses 371

8. Please click and drag the methods used into the "used
methods" box in the order which you used them.
# Answer Used methods
1
I looked for a solution on the
company's website
106
2 I e-mailed the company 46
3
I used the company's web chat
service
40
4 I called the company 269
5 Other 46

Answer Used methods - Mean Rank
I looked for a solution on the company's website 1.40
I e-mailed the company 2.48
I used the company's web chat service 2.48
I called the company 1.36
Other 2.13

9. Did the company dispatch a field service technician to your
home?
# Answer Response %
1 Yes 26 26%
2 No 73 74%
Total 99 100%

Statistic Value
Min Value 1
Max Value 2
Mean 1.74
Variance 0.20
Standard Deviation 0.44
Total Responses 99


63
10. 2
# Answer Response %
1 Easy 17 21%
2 Fine 25 31%
3
Difficult -
(Please
explain why
below)
38 48%
Total 80 100%

Difficult - (Please explain why below)
nothing on there about the issues I have had
Extremely hard to find any info
did not see option
No true answer.
Problem not solved paying for services that are not connected
it was clarification of a billing issue
LIES LIES LIES
Doesn't specifically address Military moves
not satisfied with service, wasn't offered all options and would like to cancel
Still no solution
Non responsive
I didn't find it at all
Not listed
You website is too difficult to use. So hard to get to my account and to check passwords. Your
website for users is too difficult.
I wanted to cancel, there was no way of doing that on the website
no reference to exchanging batteries
End of contract doesn't exist
none available
Ere was no answer
Not on the site
it wasn't there
Needed help setting up new users
over 6 reps in 10days and couldnt get an exact nor same answer from at least 2,, and some insisted
on a certain solution, and when i finally tried it with one, i damn near electrocuted myself which
resulted with your company sending an electrician out...
Was not there
The information regarding our complaint was not on the website
smoke alarms

Statistic Value
Min Value 1
Max Value 3
Mean 2.26
Variance 0.63
Standard Deviation 0.79
Total Responses 80


64
11. Was the website helpful in solving your question/issue?
# Answer Response %
1 Yes 29 36%
2
No - (Please
explain why
below)
52 64%
Total 81 100%

No - (Please explain why below)
hard to understand
no solution available bc the product i was sold was malfunctioning on multiple levels
Too hard to navigate
cause u guys suck
No info
not available
Didn't understand
billing issue
Needed pricing
See above
above
I needed to talk to someone.
I usually have very specific questions.
No, cannot find viable solution to mobile app failures
Did nothing
billing not yet available online for solar
i didn't find the answer
Too difficult to get on the website and navigate to the customer account and find passwords and
check who has been in my house and when. Do not like using your website.
as above, no way to cancel on the website
could not find
I needed to talk to a live person
No information
all sales no help
Did not have what I wanted
Nothing located on my problem
it wasn't there
No relevant info
I didnt see anything about changing batteries in my thermostat
for one, it boasted a live tech, but when i went to reach them it gave hours of service which wasnt
listed in your website.
Was not there
Unable to get logged in.
Could not find information on website
yes and no


65
Statistic Value
Min Value 1
Max Value 2
Mean 1.64
Variance 0.23
Standard Deviation 0.48
Total Responses 81

12. To what extent do you agree with the following statements
about your email experience?
# Question Disagree
Neither
Agree nor
Disagree
Agree
Total
Responses
Mean
1
I received a
response in
a
reasonable
amount of
time
12 4 9 25 1.88
2
The
response I
received
seemed
scripted or
generic
6 7 9 22 2.14
3
The
response I
received
was helpful
to my
specific
situation
12 5 6 23 1.74

Statistic
I received a response
in a reasonable
amount of time
The response I
received seemed
scripted or generic
The response I
received was helpful
to my specific
situation
Min Value 1 1 1
Max Value 3 3 3
Mean 1.88 2.14 1.74
Variance 0.86 0.69 0.75
Standard Deviation 0.93 0.83 0.86
Total Responses 25 22 23


66
13. Please rank your most recent interaction with a
Vivint customer service email representative on the following
criteria. My email representative was...
# Question Disagree
Neither
Agree nor
Disagree
Agree
Total
Responses
Mean
1 Professional 6 8 10 24 2.17
2
Knowledgeable
about the
product/issue
8 7 8 23 2.00
3
Efficient in
solving the
problem
11 4 9 24 1.92
4 Reponsive 8 6 9 23 2.04
5 Respectful 5 6 12 23 2.30
6 Timely 7 6 10 23 2.13
7 Personable 4 10 9 23 2.22

Statistic
Profession
al
Knowledgeabl
e about the
product/issue
Efficien
t in
solving
the
proble
m
Responsiv
e
Respectfu
l
Timel
y
Personabl
e
Min Value 1 1 1 1 1 1 1
Max
Value
3 3 3 3 3 3 3
Mean 2.17 2.00 1.92 2.04 2.30 2.13 2.22
Variance 0.67 0.73 0.86 0.77 0.68 0.75 0.54
Standard
Deviation
0.82 0.85 0.93 0.88 0.82 0.87 0.74
Total
Response
s
24 23 24 23 23 23 23


67
14. How many representatives did you speak with before your
problem was resolved?
# Answer Response %
1 One 10 37%
2 Two 3 11%
3
Three or
more
4 15%
4
The problem
was not
resolved
10 37%
Total 27 100%

Statistic Value
Min Value 1
Max Value 4
Mean 2.52
Variance 1.80
Standard Deviation 1.34
Total Responses 27

15. How easy was it to access the company's web chat option?
# Answer Response %
1 Easy 7 64%
2 Fine 3 27%
3
Difficult -
(Please
explain why
below)
1 9%
Total 11 100%

Difficult - (Please explain why below)

Statistic Value
Min Value 1
Max Value 3
Mean 1.45
Variance 0.47
Standard Deviation 0.69
Total Responses 11


68
16. Please rate your most recent interaction with a Vivint
customer service chat representative on the following
criteria. My chat representative was...
# Question Disagree
Neither
Agree nor
Disagree
Agree
Total
Responses
Mean
1 Professional 1 2 8 11 2.64
2
Knowledgeable
about the
product/issue
2 0 9 11 2.64
3
Efficient in
solving the
problem
2 0 9 11 2.64
4 Responsive 2 0 9 11 2.64
5 Respectful 1 0 10 11 2.82
6 Timely 1 1 9 11 2.73
7 Personable 1 3 7 11 2.55

Statistic
Profession
al
Knowledgeabl
e about the
product/issue
Efficien
t in
solving
the
proble
m
Responsiv
e
Respectfu
l
Timel
y
Personabl
e
Min Value 1 1 1 1 1 1 1
Max
Value
3 3 3 3 3 3 3
Mean 2.64 2.64 2.64 2.64 2.82 2.73 2.55
Variance 0.45 0.65 0.65 0.65 0.36 0.42 0.47
Standard
Deviation
0.67 0.81 0.81 0.81 0.60 0.65 0.69
Total
Response
s
11 11 11 11 11 11 11


69
17. How many representatives did you speak with before your
problem was resolved?
# Answer Response %
1 One 8 73%
2 Two 1 9%
3
Three or
more
0 0%
4
The problem
was not
resolved
2 18%
Total 11 100%

Statistic Value
Min Value 1
Max Value 4
Mean 1.64
Variance 1.45
Standard Deviation 1.21
Total Responses 11

18. Were the automated phone messages clear and easy to
navigate?
# Answer Response %
1 Yes 237 86%
2
No - (Please
explain why
below)
37 14%
Total 274 100%


70
No - (Please explain why below)
cuz
Poor service
Did not use
They do not response to voice well.
When I(the customer) needs immediate service, I have to go straight to the automated system and
what I really need is a person to actually pick up the phone and answer
haven't gotten any
I hate vivint
Not helpful
never got any messages
needed to talk to a person
Need tech
didn't use
none related to problems
Haven't had any falls or problems,other than the fact that your company is more expensive than
other companies.
ya, easy
My alerts are always days or hours late when then come on my phone
like said, anyone i talked to gave me different ways, also saying when i mentioned it that the
previous one(s) i talked to didnt have the right answers. i even had said straight out are your cust.
serv. reps trained in the same way, or just hired and let loose.i will give credit to them tho, for i
rarely get upset because i believe in and practice with my job professionalism and your techs
dispite how angry i got were professional,,,and i throught the anger would remind them of this and
they weren't personally responsible for the problems i was having.
At times
Na

Statistic Value
Min Value 1
Max Value 2
Mean 1.14
Variance 0.12
Standard Deviation 0.34
Total Responses 274


71
19. Please rate your most recent interaction with a Vivint
customer service phone representative on the following
criteria. My phone representative was...
# Question Disagree
Neither
Agree nor
Disagree
Agree
Total
Responses
Mean
1 Professional 27 38 219 284 2.68
2
Knowledgeable
about the
product/issue
53 44 187 284 2.47
3
Efficient in
solving the
problem
76 46 163 285 2.31
4 Responsive 42 48 193 283 2.53
5 Respectful 24 32 227 283 2.72
6 Timely 48 38 195 281 2.52
7 Personable 32 52 199 283 2.59

Statistic
Profession
al
Knowledgeabl
e about the
product/issue
Efficien
t in
solving
the
proble
m
Responsiv
e
Respectfu
l
Timel
y
Personabl
e
Min Value 1 1 1 1 1 1 1
Max
Value
3 3 3 3 3 3 3
Mean 2.68 2.47 2.31 2.53 2.72 2.52 2.59
Variance 0.41 0.62 0.75 0.55 0.37 0.59 0.47
Standard
Deviation
0.64 0.79 0.86 0.74 0.61 0.77 0.69
Total
Response
s
284 284 285 283 283 281 283


72
20. How many representatives did you speak with before your
problem was resolved?
# Answer Response %
1 One 164 57%
2 Two 44 15%
3
Three or
more
22 8%
4
The problem
was not
resolved
56 20%
Total 286 100%

Statistic Value
Min Value 1
Max Value 4
Mean 1.90
Variance 1.43
Standard Deviation 1.19
Total Responses 286

21. To what extent do you agree with the following statements:
# Question Diagree
Neither
Agree nor
Disagree
Agree
Total
Responses
Mean
1
The responses
I received
seemed
scripted or
generic
97 102 84 283 1.95
2
The session
began quickly
with little wait
time
32 78 171 281 2.49
3
The
representative
helped build
my confidence
in Vivint
72 83 127 282 2.20


73
Statistic
The responses I
received seemed
scripted or generic
The session began
quickly with little wait
time
The representative
helped build my
confidence in Vivint
Min Value 1 1 1
Max Value 3 3 3
Mean 1.95 2.49 2.20
Variance 0.64 0.48 0.67
Standard Deviation 0.80 0.69 0.82
Total Responses 283 281 282

22. Please rate your most recent interaction with a Vivint
representative on the following criteria. My representative
was...
# Question Disagree
Neither
Agree nor
Disagree
Agree
Total
Responses
Mean
1 Professional 1 4 29 34 2.82
2
Knowledgeable
about the
product/issue
1 6 27 34 2.76
3
Efficient in
solving the
problem
3 4 27 34 2.71
4 Responsive 1 4 29 34 2.82
5 Respectful 1 3 29 33 2.85
6 Timely 1 5 28 34 2.79
7 Personable 1 6 27 34 2.76

Statistic
Profession
al
Knowledgeabl
e about the
product/issue
Efficien
t in
solving
the
proble
m
Responsiv
e
Respectfu
l
Timel
y
Personabl
e
Min Value 1 1 1 1 1 1 1
Max
Value
3 3 3 3 3 3 3
Mean 2.82 2.76 2.71 2.82 2.85 2.79 2.76
Variance 0.21 0.25 0.40 0.21 0.20 0.23 0.25
Standard
Deviation
0.46 0.50 0.63 0.46 0.44 0.48 0.50
Total
Response
s
34 34 34 34 33 34 34


74
23. How many representatives did you speak with before your
problem was resolved?
# Answer Response %
1 One 24 80%
2 Two 0 0%
3
Three or
more
1 3%
4
The problem
was not
resolved
5 17%
Total 30 100%

Statistic Value
Min Value 1
Max Value 4
Mean 1.57
Variance 1.36
Standard Deviation 1.17
Total Responses 30

24. How likely are you to recommend Vivint to a friend or
colleague?
# Answer Response %
1
0 - (Not likely
at all)
69 19%
2 1 9 2%
3 2 6 2%
4 3 10 3%
5 4 5 1%
6 5 23 6%
7 6 12 3%
8 7 14 4%
9 8 38 10%
10 9 27 7%
11
10 - (Very
likely)
150 41%
Total 363 100%

Statistic Value
Min Value 1
Max Value 11
Mean 7.62
Variance 15.49
Standard Deviation 3.94
Total Responses 363


75
25. To what extent do you agree with the following statements
about your field service professional:
# Question Diagree
Neither
Agree nor
Disagree
Agree
Total
Responses
Mean
1
The field
service
professional
came within
a
reasonable
amount of
time after I
called
Vivint
3 4 8 15 2.33
2
The field
service
professional
seemed to
have my
best
interest in
mind
3 2 10 15 2.47
3
The field
service
professional
helped
build my
confidence
in Vivint
5 6 4 15 1.93

Statistic
The field service
professional came
within a reasonable
amount of time after I
called Vivint
The field service
professional seemed
to have my best
interest in mind
The field service
professional helped
build my confidence in
Vivint
Min Value 1 1 1
Max Value 3 3 3
Mean 2.33 2.47 1.93
Variance 0.67 0.70 0.64
Standard Deviation 0.82 0.83 0.80
Total Responses 15 15 15


76
26. Please rate your most recent interaction with a Vivint field
service professional on the following criteria. My field service
professional was...
# Question Disagree
Neither
Agree nor
Disagree
Agree
Total
Responses
Mean
1 Professional 4 1 10 15 2.40
2
Knowledgeable
about the
product/issue
4 2 9 15 2.33
3
Efficient in
solving the
problem
4 2 9 15 2.33
4 Repsonsive 3 3 9 15 2.40
5 Respectful 3 2 10 15 2.47
6 Timely 2 3 10 15 2.53
7 Personable 2 5 8 15 2.40

Statistic
Profession
al
Knowledgeabl
e about the
product/issue
Efficien
t in
solving
the
proble
m
Repsonsiv
e
Respectfu
l
Timel
y
Personabl
e
Min Value 1 1 1 1 1 1 1
Max
Value
3 3 3 3 3 3 3
Mean 2.40 2.33 2.33 2.40 2.47 2.53 2.40
Variance 0.83 0.81 0.81 0.69 0.70 0.55 0.54
Standard
Deviation
0.91 0.90 0.90 0.83 0.83 0.74 0.74
Total
Response
s
15 15 15 15 15 15 15

27. Based on your last interaction with the representative at
Vivint, would you hire this representative if you ran the
company?
# Answer Response %
1 Yes 218 61%
2 No 59 17%
3 I don't know 80 22%
Total 357 100%


77
Statistic Value
Min Value 1
Max Value 3
Mean 1.61
Variance 0.69
Standard Deviation 0.83
Total Responses 357

Please choose the response that relates best to your experience
with Vivint customer service:
# Answer Response %
1
It was less
helpful than I
expected -
(Please
explain why
below)
108 31%
2
It was as
helpful as I
expected
188 53%
3
It was more
helpful than I
expected
58 16%
Total 354 100%


78
It was less helpful than I expected - (Please explain why below)
Horrible. I was promised calls back and never received them
Pretty much was told I had an issue and then told to troubleshoot it and when that didn't work was
asked for a payment of $49 to have a tech come out and fix the system that never functioned right
from the beginning.
problem not resolved
Issue was not resolved
He was beyond rude and disrespectful
cause you guys suck
No knowledge of the product.
I did not get a solution
Didn't look for any option for what I needed
Didn't help at all
Disrespectful
they weren't helpful at all
Never got the error message to go away
LIES LIES AND MORE LIES
My appointment never got reschedule.
No clear rational to help military members cancel their contract
could not answer problem to my satisfaction.
Employee was uneducated.
I was told several times I would get a call back and I never got one.
She never try to solve my problem,instead she blamed the sale person.
We signed up for solar more than a month ago. It has never been installed and Vivant has stopped
contacting is
I work in the tech field. The camera is not functioning properly I want a new camera and
compensation for this not working
the phone call was fine. Helped me to be able to shut the alarm off
Your company. Is subpar
Haven't received our credit for bringing in a new customer
The representative told me one thing but charge me for another and the. It was a pain and the neck
to try to fix. After it was fixed finally every other thing with Viviant has been great.
Still have not resolved billing issue..been trying to pay for key fob I ordered last october..they say it
is billed but when I check account later it is not there
expected them to help me....
I hate vivint
I expect a solution after dealing with this for 6+ months
Still unresolved
The fix didn't work. It set my alarm off and woke up my kids
took four services call
He had no clue to what system i had
I wasn't able to do what needed to be done physically.
Partially resolved
problem was never resolved
Didn't know tech end of svcs
I asked for a certain billing date, which he agreed to, but then I was billed on a different date.
The rep was fine, the problem in the alarm. Com website
the replacement was returned since it could not be programmed into my system. still waiting for
another one!
The rep could not get me to the area of the website to check who had been in my house .

79
recommended we change battery brands...
The interactions I have had with customer service, other than one person, have been unhelpful and,
in case, down right rude.
They would not work with us on our contract other than 10% off. They said my husband would not
be considered military, even though he is right now, he will have orders ...but they are not PCS
orders! Terrible. 21 years of service!
same
Tired of phone calls for a 2.48 balance
have no resolution to the multitude of problems system does not work and is not monitored
We never received what was promised.
still waiting on call to fix the hole in my wall vivint representative created
was beyond scope of Rep's knowledge
We got disconnected and I didn't receive a call back.
I hoped this person could change alarm time. but did give me the number to call.
No solution from Vivint
I explained this way too many times already
I ended up fixing the dead bolt myself
I was told that I would have to pay your company $1000 if I changed to another service.
You don't have what I want
Nothing Got solved as you want to charge me xtra for your equipment failing.
they can not find our referral bouns
service in during the week only in my area
Problem never solved
customer services sucks
hate it
because no one knows whats going on
STILL NOTHING IS DONE
prolem still exist
This was third time I've had to call am not receiving my phone bills. Had no solution tp problem.
sucks
she did not call me back. Its been 4 months ago
several times i was told you couldnt get a rep. out for WEEKS AFTER i had this problem. one said
he could get someone out in a matter of 2 days,,,gave me his personal extension, which of course i
couldnt get thru (know he as well as others have many customers daily so didnt expect it).
The rep did not go the extra mile to ensure the issue with my billing was resolved instead she
stated that if things are not fixed I could call back.
As long as I could walk to answer call
The representative was neither professional or helpful. Instead kept to his "script"
My service call had been canceled but no one contacted me.
She was rude
very unfair company
Camera doesn't work school alone I told her to call. My 18 yo daughter to find out if they were
there. When I found out they were not I told her I did not want them to go to residence with out a
sheriff since our house is secluded. . Since move like it did when 1st tech installed. Sensor came off
door. I was 45 mins away we live in country & operator kept repeating you want me to cancel
emergency call when my kids were coming in from school
Problem not solved
usually always 30m or more each phone call


80
Statistic Value
Min Value 1
Max Value 3
Mean 1.86
Variance 0.45
Standard Deviation 0.67
Total Responses 354


81
29. Please feel free to use the following space to go into more
detail about your experience with Vivint customer service.
Text Response
I just love your customer service.
No point.
I hate this company and the services you provide. I should have gone with another company and
cannot wait to get rid of the system.
Good service, competition offering lower prices though
problem not resolved
n/a
No options for termination of unusable contract
you guys are horrible... my set up was done like a 5 year old installed it and it falling apart..... you
guys suck... cant wait till my contract is up with u clowns....
the experience was fine
I added a WebCam and I was very dissapointed could not be mounted outdoors the technician
solution was to have an electric cord right being an conspicuous spot in my entryway I came up
with Miann solution for replacing the WebCam indoors but I still feel like it it's very unprofessional
looking and also in its function it
I called to have the system moved into our new home. An appointment was set up, I waited all day,
no one ever showed up.
none
SERVICE IS EXPENSIVE
Your company isn't very helpful
service was as always VERY good
It was a while ago, but I am very content with customer service.
1
when customer service calls about your arlam going off & u pick up the phone & say Hello there is
NO ONE on the other end so i hav e to clall right back & waist time
n/a
None
This company SUCKS! They lie to you and do nothing about it and say that they are. Then they keep
charging you and say they will give you a credit or a refund and it never ever happens. THIS is the
biggest JOKE company out there!
Very happy with the alarms system overall, especially the speed of the response - only wish we
could resolve a FOB issue we seem to be having.
I was adding window sensors and the gentleman knew exactly what I needed and completed task
quickly.
We expected a keyless entry, door keypad, we have yet to get a camera, hedid not have one when he
came out. We have heard nothing and we expected him to come back. Just not happy with the
service at this point.
The company is very understandable and I am glad that we choose this service
NA
not happy
very helpful
good service and expect the same.
They are very friendly professional and helpful I have always been treated with the up most respect
I like vivint but you make errors in your billing accoutings
Our vivant account and service doesn't really fit our needs, partly because installed when our house

82
was being built, and partly because the service depends on faster internet than we have though we
have the fastest available in our area.
I need outside cameras connected to the system. I'm considering buying these elsewhere, but
would prefer a Vivint connected product.
N/A
alarm goes off and rarely do I get a call on the intercom. Anntena replaced and still no follow up
most times.
the customer service is excellent - it is the company that is the issue
I had an alarm go off at my business where i have your services. The company that was contacted
by your office to come out took over an hour to get to the property. This was my number one
concern when signing up for your service was response time. The employee i talked to was un-
educated and blamed me for setting up some security company in salt lake to come check up on my
business. I asked if he could find a more local security company to check up on things. He told me
that was my job, and that he couldnt help me out. I am seriously upset with that response, and to be
honest am considering terminating my agreement with Vivint. I talked with another employee who
helped check my device, and he was helpful. The first guy however was not, and my problem is still
un-resolved..
never received item
na
n/a
She was never willing to at least try to help with the issue.
Please call and get this taken care of. James P Ruddy 4065708938
Great service
I am very satisfied with your products and your people.
I feel strongly that the salesperson and installers did nothing but rush me to change CO.'s and
absolutely NO time explaining how to operate the system and I am now just not utilizing it at all. I
know I would be unable to explain the sytem to anyone else.
I'm very upset
Can't wait for my contract to expire so I can cancel my service.
I hate your company. The worst I have ever dealt with.
Nothing
none
I think you have a problem with your billing service..ordered a key fob for system last oct and still
hasnt billed properly called multiple times each time they say they added it to my account but still
havent paid for it yet. I called three times so I am not sure what is wrong.
from the 1st initial call I made to get vivint to now this very day...it's been nothing but missing
representative after another. I will be canceling as soon as my contract is up.
vivint is extremely too expensive
Great service
Customers have issues, we need customer service reps that is capable of doing the job
always confidant in Vivint customer service
great customer service
Great customer service.
I have had a problem with the mobile app on my Apple iPhone 5S for months. I have spoken to
MULTIPLE reps about it, I have deleted the app and reinstalled many times, I have logged out and in
many times and still my app will rarely connect with my panel. My husband has a Droid Razor M
and has a few lag issues with response but for the most part it works on his phone. On mine, it
"pinwheels" for sometimes 30 minutes before saying it could not verify with the panel. I have even
gotten a response saying the alarm is disarmed as I come home only to walk into the house and
have my alarm going off. This is absolutely the WORST app for a major company and totally

83
inefficient.
Have issue with false alarms and system going off for no reason. Was told to write and send Police
Dept invoices which I have done four times but still no response. I get a non-responsive response
each time I call or email but then nothing happens until next time I contact them. Still nothing done.
Funny this should come today because a friend was telling us about their Liberty Bell service that is
complete perfection. I had been asking them about some other sensors for outside since we feel
totally insecure with the Vivint lack of attention to our problems. Husband has Alzheimer and I was
told they would install a pad with lights like we had before they talked us into buying new
equipment so that he would know what to do. Never did it. Left big holes in the wall of our master
bedroom after taking down the APX pad and years later still not repaired. All in all I think Vivint
will say anything to make a sale and then for the customer, it is just forget it because we are not
going to help you. Shame on you for the lies used to charge us several hundred dollars when the
problem turned out to be the wall sensor in the family room and had nothing to do with the
systems box in our master bedroom closet. You are dishonest.
All they care is money!
I feel that the people are very understanding when an alarm goes off unexpected
Customer service ok....I just wanted to cancel service because not using it and too long a contract.
Not aware of length of contract.
Na
We ordered 3 alarm fobs back in the end of January/early Feb. were charged for them and still have
not received them
the issue was fixed but having the same issues again a week later.the cameras and system as a
whole is absolute junk.
I was well pleased with his assistance.
I would like you to have more features for small businesses and I would like to see better options
with the camara funtions
Took too long to replace outdated system...3false alarms in one day..rep couldn't even turn it off
remotely...smh
Called another time. Equipment was not available so we didn't make purchase. Techs hard to find
when we first installed. Wished there were more window sensors.
Tried to cancel but would cost to much. They said I was paying the highest premium that upset me
that the sales guy would do that instead of giving options.
No comment.
They seemed unsure at first
I will be more satisfied when Vivint Wireless is available at my house!!
I am extremely disappointed with the camera and its faulty interaction with alarm.com. The people
on the phone are great, the products are terrible.
I am still hoping that your medical alert system can be extended further than home and yard.
nothing more! I'm disappointed that I still have not received a replacement!
love it
all is fine
Customer service is great.
I went to your website and couldn't navigate to the area for checking passwords and who had been
in my house. I then called a representative, and they could not naviage me through it on the phone.
That was bad.
no problem
My issue was not with the representatives that I have been talking with for the last six month. It's
with the billing department. I have been having billing issues for the last six or seven months.
i have referred yall to amny and will use when i move in new home which will be soon !!!!
1st phone rep was less than helpful, we called a second time and set up a site visit to replace the

84
malfunctioning smoke detector. Guy who came to the house was fantastic - name was Angel.
I have spoke with three customer service reps, one was down right rude, another was friendly, but
still unable to help. I don't use the system at all except for the fire alarm as I don't trust it. The
alarm will go off at anytime, when no one is home, and then a police officer is dispatched and we
have to pay an extra $75 for each call. The email I sent was never replied to and the letter I sent I
received a response, never addressing the main issue of dissatisfaction. I am very unhappy with
this company and would cancel in a heartbeat if I could.
We were also misled to think the next owners of this house could take over the contract, but that's
after they pay $100 fee. The customer rep told us about listing it on Craigslist. That was his
suggestion. The young kid had no clue what my husband has been through and now due to Obama
downsizing military if he doesn't get promoted this week he is force to RETIRE! He has been
dedicated to this country and the REP from Vivint could have cared less. Shame on you all!!
no comment
It was successful
if you want a working system from vivint hire an attorney first
I believe the person either didn't understand my problem or was determined not to respond in my
favor.
When I first chose Vivint as my hones security provider I had a little issue. The initial guy I talked to
about getting set up told me I would be eligible for several promotions to include extra equipment
at no charge and my first 3 months of service for free. When the technician came out I was quickly
informed that the initial representative had told me completely wrong on everything. The
technician that was at my home was very helpful in contacting his supervisor and seeing what they
could do to for me to make up for all the wrong I was told. I was very satisfied with the outcome
and have been completely satisfied with the service so far. Although, I do feel like it is a little pricey
and I am not to fond of the long contract.
Representatives were nice, but our problem was ignored. We were promised a remote pad that had
the features of the main display when it was released. This was because our main display was
installed upstairs, mad do not near the doors. This doesn't work for us with kids, as you can't hear
the chimes or warnings in most of the house. We were going to cancel the after the first couple days
of service as we get only part of the functions we were paying for. We were promised the new
remote unit when it was released, but have never been able to get vicinity to follow through with
that promise.
I appreciate the willingness of representatives to thoroughly explain the solution to the problem.
They seem friendly and very knowledgeable.
very good
if it wouldn't be for such a long contract it will be okay, also having isues with the thermostat
throughout the winter not good.
I felt comfortable sharing information with the rep.
Everything went great until the rep accidentally put a hole in my wall. He DID patch it and called
customer care about repainting wall. Heard 2 weeks later from a new rep saying my rep never sent
him the pictures showing the damage so I had to send him pics. To this day, 4 weeks later, i'm STILL
wailting on a rep to call me and let me know when they are going to pay for the damage and
repainting that needs to be done on my wall. VIVINT HAS DROPPED THE BALL ON THIS ONE!
had trouble viewing saved video on cell phone
friendly and accomodating
The only problem I ever have or have had is billing issues. They take out more payment then
suppose. This has gotten better but we still have issues at times. And when they mess up and take
out 2 payments they refuse to refund 1


85
Statistic Value
Total Responses 163












































NUVI Social Media Analytics Report

86













































Appendix C

87





88





89

90





91





92




Influencers December 31, 2013 at 5pm - March 25, 2014 at 8pm


Vivint 318 Social Landscape
The top Influencer, Gigaom with 213,905 followers and an Influencer Score of 88, posted once between
December 31st at 5pm and March 25th at 8pm. Marie K Sellers, who has 0 followers and an Influencer Score
of 0, posted 92 times during the same period.
Name Bio Followers Score

Gigaom
@gigaom
Gigaom is the leading independent voice on emerging technologies and the
disruption of media.
213,905 88
March 12th at 5:44pm Vivint will use a Gigabit Wi-Fi mesh to power its Utah home broadband service
http://gigaom.com/2014/03/12/vivint-will...

mike d. kail
@mdkail
VP of IT Operations @ Netflix -- Lover of Wine, Whisky, Coffee, and Endorphins --
Hater of Mediocrity
2,748 69
March 13th at 12:51am "Vivint will use a Gigabit Wi-Fi mesh to power its Utah home broadband service"
http://gigaom.com/2014/03/12/vivint-will...)

Kel
@DaltonRoad
Dalton Road Media. On-Line TV, Radio entertainment production house
25,685 66
March 12th at 6:55pm Vivint will use a Gigabit Wi-Fi mesh to power its Utah home broadband service
http://gigaom.com/2014/03/12/vivint-will...)

Lexy Ward
@properpinwheel
Getting through 2013 one party at a time. Hot glue gun in one hand. Diet Coke in
the other.
1,483 65
February 21st at 12:33pm I seriously love writing for vivint nthome / letsneighbor. I wasn't able to make it to
their party… http://instagram.com/p/ksKRQrMh-F/

Marty
@dramarty
Verified Account Official Page. You only live once, but if you do it right, once is
enough.
493 64
February 17th at 11:56am @VivintHome I love Vivint!

Yusuf O'Mumin
@YusufAMumin
USU Aggie. Muslim. Watermelon enthusiast. Fried chicken lover. World Class side
hugger. National Afro Association Hall of Famer. Logan's League of Gentlemen.
584 63
March 18th at 12:28pm RT @bradensthompson: Vivint bro: We also have a great fire protection system.
Guy at door: Didn't your warehouse burn down? VB: Ok, so jus…

Doug Cartwright
@Doug_Cartwright
instagram : doug_cartwright . Hella Jazz till I die http://facebook.com/dougyc
VIVINT
2,053 62
March 24th at 10:23pm RT @afales1: @brockbolen @Doug_Cartwright the only people who hate on
Vivint are the ones who are too scared to try bro #cashmoney #summers…

Cocoy Dayao
@cocoy
Powered by Lab Rats
4,195 62
March 12th at 6:50pm ―@VCNews_USA: Vivint will use a Gigabit Wi-Fi mesh to power its Utah home
broadband service http://gigaom.com/2014/03/12/vivint-will... #VC #Sales‖
December 31, 2013 at 5pm - March 25, 2014 at 8pm Page 4 Social Data by
BYU

93




Location December 31, 2013 at 5pm - March 25, 2014 at 8pm
Total Volume by State Volume per Capita
100%
Languages
English
Findings

Vivint 318 Social Landscape
NUVI analyzed 172 mentions between December 31st at 5pm and March 25th at 8pm which were either geo-
tagged at a specific location or were associated with a particular location based on the person's bio. Most of
the conversation (53%) originated from Utah.
Utah (91 mentions), California (10 mentions),
and Texas (6 mentions) posted the highest
number of mentions in this time period.
Sample Mention from Utah:
Flor Baeza
Utah (91 mentions), Nevada (3 mentions), and
Hawaii (1 mentions) had the highest number of
people per capita posting during this time period.
Sample Mention from Utah:
Christopher Burgess
Your brand is worldwide and facilitates
conversation in every area. This week
there were no spikes in conversation in
a specific location.
December 31, 2013 at 5pm - March 25, 2014 at 8pm Page 5 Social Data by
VIVINT IS THE MOST SHADY ASS
PEOPLE IN THE WORLD I WOULD NOT
CONTINUE SERVICE WITH THEM IF IT
WAS THE LAST THING IN THIS WORLD...
Excited for the new start at a great chapter
in Vivint Untd. Welcome Vivint Solar
BYU

94




Location (World) December 31, 2013 at 5pm - March 25, 2014 at 8pm
Total Volume by Country Volume per Capita
100%
Languages
English
Findings

Vivint 318 Social Landscape
NUVI analyzed 172 mentions between December 31st at 5pm and March 25th at 8pm which were either geo-
tagged at a specific location or were associated with a particular location based on the person's bio. Most of
the conversation (82%) originated from United States.
United States (141 mentions), Dominican
Republic (3 mentions), and Australia (3
mentions) posted the highest number of
mentions.
Sample Mention from United
States:
Flor Baeza
United States (141 mentions), Dominican
Republic (3 mentions), and Ireland (1
mentions) had the highest number of people per
capita posting during this time period.
Sample Mention from United
States:
Flor Baeza
Your brand is worldwide and facilitates
conversation in every area. This week
there were no spikes in conversation in
a specific location.
December 31, 2013 at 5pm - March 25, 2014 at 8pm Page 6 Social Data by
VIVINT IS THE MOST SHADY ASS
PEOPLE IN THE WORLD I WOULD NOT
CONTINUE SERVICE WITH THEM IF IT
WAS THE LAST THING IN THIS WORLD...
VIVINT IS THE MOST SHADY ASS
PEOPLE IN THE WORLD I WOULD NOT
CONTINUE SERVICE WITH THEM IF IT
WAS THE LAST THING IN THIS WORLD...
BYU

95





96




Mentions December 31, 2013 at 5pm - March 25, 2014 at 8pm

Vivint 318 Social Landscape
Jolee Wilson
Mark R. Hunsaker
Alfred Antrum
Jared A. Huber
Chase Smith
Britany Thrams
Kalen Streich Jacob Kader
Andrew Codd
Kyle Adonis Perkins
Flor Baeza
Flor Baeza
- January 1st at 3:01pm Well, Vivint Home Security, you have just been
turned into the BBB for you rude soliciting practices. I do not need a
salesman at my door on a holiday, especially since I have three sick kids,
nor do I need the rude attitude of your incompetent sales lady when she
was turned down, not once, but three times. After the first time of saying
'no thank you, my kids are sick, I'm not interested in hearing your offer,'
she should have graciously left my door, instead of rudely replying, 'Do
you even know who we are?' I hope something is done on BBB's side,
because I am not happy right now! I never get gruff with solicitors, but
really!
- January 8th at 12:52am Closing out my day . .*sigh* This was my first
day back at work at Vivint in Liberty Lake,WA. It is simply AWESOME!
Good people, good values, great "mission". I am happy to be involved
once again. Made some new friends; saw some familiar faces. I got a hug
and a few fist bumps and "welcome backs". For being "work", it really
feels like "home".
- January 8th at 9:47pm ACN Security & Automation Support | ADT,
Vivint, Protect America FAQ, Online Help Frequently Asked Questions ·
Troubleshooting Your Telephone Service · Moving Guide · Account
Management · Password Help · Making Changes · Multiple Accounts ·
Billing · Online Bills · Paying Bills · National Do Not Call List. Wireless.
Flash, Verizon, T-Mobile & Sprint ...
https://plus.google.com/1132656210590182...
- January 11th at 1:26am Tonight was beautiful, Ive never gone so hard in
my life. Thanks vivint for putting on such a killer party. haha shoutout to
Cameron Martin who went so hard at the end he threw up. That is what
we in the city call heart. Man I love college
- January 13th at 6:27pm First day working at Vivint today! It's awesome
so far! :)
- January 14th at 10:15am closing
date(X)mail(X)midrivers(X)REA(x)calling dish calling mdu and calling the
vivint guys.... (checks coming soon) MOVING SUCKS!!!
- January 16th at 6:58pm LIKE i said feel free to share my vivint post dont
be shy now unless you hate getting free money from me!
- January 18th at 12:04am Barstow is a pretty awesome town, the people
here are awesome aswell, I love being a technician for vivint!
- January 18th at 12:11pm Read some reviews about vivint on their face
book page. It amazes me how many negative reviews there are from
people trying to cancel their service. Seems like some people have
forgotten what a service contract is. Unless I'm missing something, once
you sign a contract with any company, you get the chance to read over
what you are signing and what the cancelation process is.
#disappointedwithsociety
- January 19th at 12:52am Going on a cruise to Jamaica and Haiti on the
27th, and then heading to one of the most awesome cities in the country
in April. Austin is going to make me more money than ever before. Ready
to crush it. All expenses paid courtesy of Vivint. Awesome.
- January 22nd at 3:26pm VIVINT IS THE MOST SHADY ASS PEOPLE
IN THE WORLD I WOULD NOT CONTINUE SERVICE WITH THEM IF
IT WAS THE LAST THING IN THIS WORLD... HOPE ALL YA THAT USE
THEM DONT GET RIPPED OFF!!!! SORRY ASS LYING ASS
PEOPLE......
- January 23rd at 10:08am How to cancel a Vivint contract, and switch
your monitoring How to get out of an auto-renewing Vivint contract
BYU

97




John Szymanek Bette Martin
Brittany Smith
Ryan Salisbury
Tina Fasci Garibay Daniel Lewis Cameron Jr
Rob Norbutt
Cynthia Abrea Gambill
Pro Formulation Labs
Dani Mabry Birchall
- January 23rd at 5:04pm Timeline Photos This is awesome. Vivint solar
is on a similar mission. Let's get these panels up and shut down those
power plants!
- January 24th at 9:40am Vivint Vivint is hiring! Spread the word to all
your friends! It's a great place to work with great benefits! Comment
below with any questions!
- January 26th at 7:24pm CRUISE! Ensenada and Catalina We love
cruises! This cruise was paid for by Vivint (if only all of our trips were paid
for by the company!) Matt manages a team and they won a competition,
which got them the cruise. Funny story actually… I was on my brothe...
https://plus.google.com/1010787653147916...
- January 28th at 12:47pm My jobs looking for talented sales reps willing
to relocate for the summer months to Washington DC. Housings
provided... The companies Vivint and we are having massive growth right
now. Let me know if you would like more info. I feel so blessed to work
with such an amazing company to where I feel it's worth sharing to those
looking for a great opportunity themselves.
- January 29th at 7:47am Laredo Peeps! I want to share the awesome
deal I got! I had shopped the price for the ADT Pulse system. It's crazy.
$1,500 for all the equipment plus $81.99 per month for monitoring. But
with VIVINT I got all the SAME equipment I wanted for $99.00 and the
monthly monitoring fee is $60. per month. I'm running my house off my
phone! It's so cool. Inbox me if you want the same deal. I'm talking
wireless cameras, wireless entry points, smoke detector, carbon
monoxide detector, thermostat control, appliance controls. I'll hook you up
with the rep I worked with. I'm so happy with the deal I got!
- January 29th at 8:42am JOB OPPORTUNITY : I worked for Vivint alarm
company for 3 years as service tech an its demanding. So I'm going into
sales dept. at the end of the month of feb. So my boss asked me to help
find my replacement. I'd like to help my friends if I can , cause I think I
know some hard working people. You can not have any felonies or
misdemeanors except old parking tickets. This job takes a lot but can
give a lot to right person ,an I can train anybody to do it. It has full
benefits an perks ,sales bonuses an even work vehicle you bring home
an can use for personal use for .40$ a mile ( they pay gas).
- January 30th at 1:59pm Gotta say my experience with Vivint was
terrible. They were very good at taking almost $500 to install a system at
our photo studio. The sales guy made it sound great and was exactly
what we wanted. Then the day before the install a call to say they can't
do it, with no explanation. I said I wanted one. So the guy said he would
call back in a day or two with more info? No one even came to look at the
building. In the mean time we had Peak Alarm, a local company come
install pretty much the same system. Customer service was fantastic. A
sales guy out the next morning to see the job and give us a quote.
- January 30th at 3:55pm A great day for Utah Valley University! Vivint
has partnered with UVU Business Resource Center to take entrepreneurs
and business students to a new level of training on to what I think will the
best sells force that Utah will have to offer in the immediate future! I just
witnessed the beginning of a critical and innovated new phase for
companies both presently established and the ones that are being
created, to structure their business strategies . Thank you VIVINT! Thank
ypu UVU!
- January 30th at 4:47pm Rob Norbutt Gotta say my experience with
Vivint was terrible. They were very good at taking almost $500 to install a
system at our photo studio. The sales guy made it sound great and was
exactly what we wanted. Then the day before the install a call to say they
can't do it, with no explanation. I said I wanted one. So the guy said he
would call back in a day or two with more info? No one even came to look
at the building. In the mean time we had Peak Alarm, a local company
come install pretty much the same system. Customer service was
fantastic. A sales guy out the next morning to see the job and give us a
quote.
- January 31st at 5:05pm Hiring for summer sales with vivint this summer.
Sweet opportunity to make great money and stay in Hawaii. Over
summer break, the team will selling on Kauai, the big island, and here on
Oahu. Housing is provided. If you're interested, call Jace at 801-836-
6409.

98




KelseyandKenny Britt Jowella Lai-Hull
Jowella Lai-Hull
Maddy Westbrook
Jake Ruoho
Ricky Shoff
David-Kylee Nipper
BetterThan Reviews
BetterThan Reviews Mike Walker
Donald Ray Allen Jr
Greg Menchaca
- January 31st at 5:16pm Vivint How does free food, free gym, and other
awesome benefits sound? Vivint hiring is in full force! Vivint is currently
hiring in our Account Creation, Customer Care and Customer Loyalty
departments in the Lindon, Utah office. Come join a company that makes
you feel excited about going to work every day. For more info, click
below:Account Creation/Data Entry: http://vvnt.co/1f9xdPsCustomer
Care/Tech Support: http://vvnt.co/1enc6tUCustomer Loyalty/Retention:
http://vvnt.co/1f9xdPs
- January 31st at 9:01pm Everyone we all know that we pay too much for
ELECTRIC Check out Vivint Solar.I am a very skeptical and worry wart
because Jim and I been burned before. So My friend His Name is Jeff
District Manager is going to be hooking me up with Solar. No loans, No
credit checks, No buying anything, No Instalation fees no out of pocket
expense you just pay 19 cents per KWH instead of 42cents. Great option
for home owners. Anyone interested call Jeff @ (808) 722-3057 Tell him
Jowella sent you.
- January 31st at 9:02pm Jowella Lai-Hull Everyone we all know that we
pay too much for ELECTRIC Check out Vivint Solar.I am a very skeptical
and worry wart because Jim and I been burned before. So My friend His
Name is Jeff District Manager is going to be hooking me up with Solar.
No loans, No credit checks, No buying anything, No Instalation fees no
out of pocket expense you just pay 19 cents per KWH instead of 42cents.
Great option for home owners. Anyone interested call Jeff @ (808) 722-
3057 Tell him Jowella sent you.
- February 4th at 9:06pm Looking for a job!? Well your in luck vivint is
hiring!!! Message me for more info so you can put you were refered by
me!! (: vivint is a great company! (:
- February 4th at 10:49pm Calling all friends who work for Vivint... tell me
some things you love and/or hate about your job. Are they a good
company to work for? I've honestly never heard a bad thing about them.
But I need some honest input.
- February 5th at 6:32pm Hey all! I've been super blessed and grateful for
the opportunity to work with such a great company like Vivint. If anyone is
interested in looking at an awesome opportunity for either a part time or
full time job to get through school or make a career, hit me up and I can
tell you all about it. We are looking for a few more people to be a part of
our team!
- February 5th at 7:13pm Ricky Shoff Hey all! I've been super blessed
and grateful for the opportunity to work with such a great company like
Vivint. If anyone is interested in looking at an awesome opportunity for
either a part time or full time job to get through school or make a career,
hit me up and I can tell you all about it. We are looking for a few more
people to be a part of our team!
- February 6th at 9:27am Security company Vivint is testing a wireless
home broadband service in Utah Summary: Vivint, a security and home
automation provider, wants to get into the broadband game. the company
is testing a 50 Mbps service in Utah that it plans to sell for $55.
https://plus.google.com/1068028302302168...
- February 6th at 9:28am Security company Vivint is testing a wireless
home broadband service in Utah Vivint, a security and home automation
provider, wants to get into the broadband game. the company is testing a
50 Mbps service in Utah that it plans to sell for $55.
- February 6th at 1:27pm Security company Vivint is testing a wireless
home broadband service in Utah Vivint, a security and home automation
provider, wants to get into the broadband game. the company is testing a
50 Mbps service in Utah that it plans to sell for $55.
- February 6th at 4:33pm My beautiful woman surprised me and had an
Edible Arrangement delivered to my weekly Vivint inventory meeting.
Thanks love! Love you!
- February 7th at 7:17pm I JUST WANT TO SCREAM, YELL AND
TOTALLY FREAK OUT!! But I won't it haven't just "Yet"! Lol I cleaned out
my locker at Deseret Industries, job, and left for the last time about an
hour ago. Today I got the e-mail, call, that I've been waiting for! I go
"back" to Vivint, as a Facilities Engineer, on Monday!! :D The feelings I
have right now are indescribable!! :D All I can say is this; That God, the
Big Guy, never abandoned me as I once thought. He was always there
waiting for me to be beat down enough, on the inside, to simply ask for
help! And he did. He sent me to the Rooms, the Program, the Steps, to a
sponsor that gave no suggestions!

99




Senior Caregiving Reviews Senior Caregiving Reviews
Senior Caregiving Reviews
@JobsinChicago1
Influence: 6 Followers: 47
Senior Caregiving Reviews Senior Caregiving Reviews
Christine Kostiuk Boyd
Senior Caregiving Reviews
@masamitsutech
Influence: 47 Followers: 147
Christopher Burgess
Katie Alexandra Lang
Senior Caregiving Reviews
- February 9th at 11:35pm Vivint – Home Automation and Security Get up
to $1,300 in Free Home Security and Automation Equipment when you
sign up for a Vivent service plan!Two Ways to Save!1. Call Vivint now at
877-265-2209 to get the best offers2. Click on the banner below and
enter your contact information to get a free quote.
- February 9th at 11:40pm Vivint – Home Automation and Security Get up
to $1,300 in Free Home Security and Automation Equipment when you
sign up for a Vivent service plan!Two Ways to Save!1. Call Vivint now at
877-265-2209 to get the best offers2. Click on the banner below and
enter your contact information to get a free quote.
- February 9th at 11:55pm Vivint – Home Automation and Security Get up
to $1,300 in Free Home Security and Automation Equipment when you
sign up for a Vivent service plan!Two Ways to Save!1. Call Vivint now at
877-265-2209 to get the best offers2. Click on the banner below and
enter your contact information to get a free quote.
- February 10th at 2:37pm #Job #Chicago Field Service Regional
Manager at Vivint (Chicago, IL): : The Regional Manager’s primary
respon... http://q.gs/5ZjBI
- February 10th at 3:53pm Vivint – Home Automation and Security Get up
to $1,300 in Free Home Security and Automation Equipment when you
sign up for a Vivent service plan!Two Ways to Save!1. Call Vivint now at
877-265-2209 to get the best offers2. Click on the banner below and
enter your contact information to get a free quote.
- February 10th at 4:02pm Vivint – Home Automation and Security Get up
to $1,300 in Free Home Security and Automation Equipment when you
sign up for a Vivent service plan!Two Ways to Save!1. Call Vivint now at
877-265-2209 to get the best offers2. Click on the banner below and
enter your contact information to get a free quote.
- February 10th at 4:42pm I also have vivint. It's awesome. And not too
expensive!!! Give them a call
- February 10th at 5:19pm Vivint – Home Automation and Security Get up
to $1,300 in Free Home Security and Automation Equipment when you
sign up for a Vivent service plan!Two Ways to Save!1. Call Vivint now at
877-265-2209 to get the best offers2. Click on the banner below and
enter your contact information to get a free quote.
- February 10th at 6:49pm Security company Vivint is testing a #wireless
home #broadband service in Utah -
http://gigaom.com/2014/02/04/security-co...
- February 10th at 11:25pm Excited for the new start at a great chapter in
Vivint Untd. Welcome Vivint Solar
- February 11th at 5:53am We installed Vivint but noCameras and still
saved 20% on our insurance. Awesome system and company too
- February 11th at 6:54am Vivint – Home Automation and Security Get up
to $1,300 in Free Home Security and Automation Equipment when you
sign up for a Vivent service plan!Two Ways to Save!1. Call Vivint now at
877-265-2209 to get the best offers2. Click on the banner below and
enter your contact information to get a free quote.

100




PAT leon
@jhshm_2009
Followers: 1
@Doug_Cartwright
Influence: 63 Followers: 2,037
@sem2093
Influence: 30 Followers: 52
Jenna Rawson
@audgemoffat9
Influence: 23 Followers: 162
@khomitchr
Influence: 11 Followers: 2
@VivintHome
Influence: 55 Followers: 7,319
@VivintRepFan
Influence: 17 Followers: 22
@POGMasterProvo
Influence: 46 Followers: 265
Jolynn Cowan-Sutton
Sweeto Burrito Provo
Jessica Rubio
- February 11th at 10:29am Home Security Devices - 24 Hour Protection -
$14.99/month
http://www.simplisafe.com/HomeSecurityDe...">www.simplisafe.com/HomeSecurityDevices
Share
View shared post
Why this ad?
2,566 seller reviews
Home Security Devices
Need a Quote?
- February 11th at 10:35am RT @Terilyn_2: @VivintHome Very upset
with the service from Vivint. Been waiting for 4 days for a tech to come
look at my thermostat.
- February 11th at 12:54pm Vivint flew me to Santa Monica to test new
service we sell. Hooked me up in a hotel over looking the beach and Jazz
Lakers tix #lovemyjob
- February 11th at 1:13pm Been in vivint building for about 30 minutes
and have fallen in love with 10 different girls.
- February 11th at 1:48pm I think we have established that we save 20%.
That means something different for everyone. I think it's fair to say it
saves the average person $20/month? Also, everyone I've talked to
seems to pay different prices for different services.I tried asking vivint this
stuff but I'm not interested in getting their service... So they wouldn't tell
me about their plans. I know they have great services available and I
think what they do is really cool, just not interested
- February 11th at 2:10pm Vivint sucks
- February 11th at 2:32pm I love my Vivint security system! Follow the link
and get $50 OFF your new system http://www.vivint.com/en/referral?
exid=3...
- February 11th at 3:52pm [email protected] That is great to hear. What is
your favorite feature? #Vivint
- February 11th at 10:46pm RT @Doug_Cartwright: Vivint flew me to
Santa Monica to test new service we sell. Hooked me up in a hotel over
looking the beach and Jazz La…
- February 12th at 1:31am RT @chanceclift: @h2oetry oh great, a Vivint
MTC
- February 12th at 9:20am Just a warning to everybody. Do NOT use
VIVINT for home or business security. HORRIBLE company. HORRIBLE
customer service. You NEVER get what they promise. If they come to
your door. Shut it promptly and save yourself years of headache.
- February 12th at 11:00am Yesterday was awesome! We are still
recovering so we are still prepping for lunch. We should be open by 11:30
for lunch across from Vivint (4850 N 300 W Provo)
- February 12th at 11:54am Jolynn Cowan-Sutton Just a warning to
everybody. Do NOT use VIVINT for home or business security.
HORRIBLE company. HORRIBLE customer service. You NEVER get
what they promise. If they come to your door. Shut it promptly and save
yourself years of headache.

101



Todd Pedersen
Influence: 8 Followers: 241
@DrugJobs
Influence: 29 Followers: 69
@VivintHome
Influence: 55 Followers: 7,325
fortunechina.com
Influence: 4 Followers: 16
Get Down Payment Assistance in Utah
Robert Burbank
Jennifer Lockie
Jennifer Lockie Jennifer Lockie
- February 12th at 1:01pm On the heels of Google’s $3.2 billion
acquisition of Nest, and Snapchat’s rejection of Facebook’s $3 billion
offer late last year, it’s time to talk about the hard choices that successful
entrepreneurs face when it comes to selling their business. I faced this
tough decision early on. In college, I started a pest-control company with
a couple of buddies, and we spent the first summer not only running the
business out of a cramped trailer, but living there too (and bathing in a
local swimming pool). We made an effort to reinvest as much money as
possible to help the company grow. Although we paid our employees
well, the other founders and myself took home meager paychecks.
- February 12th at 1:09pm #Nevada #Casino #Job Field Service
Technician I at Vivint (Nevada) http://www.jobamatic.com/jbb-static/home
- February 12th at 1:36pm [email protected] Thanks! What do you think of the
service? #Internet #Wireless
- February 12th at 4:05pm When Todd Pedersen was 22, he dropped out
of college at Brigham Young University to start his own company. What
began as a marketing firm that worked with pest control companies
quickly evolved into a home security business. Pedersen saw
additional opportunity in the realm of home automation, and, eventually,
residential solar technology. His company, which came to be called Vivint,
now offers all of these services for the home. Vivint's energy
management division operates under a power purchaser agreement with
home owners. In other words, customers pay no money down to put
panels on their roofs, Vivint uses the solar energy to become a power
supplier, and the customer enjoys the benefit of a cheaper power bill
every month.
- February 12th at 6:50pm Security company Vivint is testing a wireless
home broadband service in Utah. Have you tried it out? What do you
think? http://ow.ly/tp2jh
- February 12th at 7:27pm Logan Utah Vivint rep training with some great
people! Casey Baugh states "Own your results!" Thanks for the nuggets!
- February 12th at 10:13pm Vivint Home Security System Needed: a
party to take over the remaining 2+ years of 3 ½ year contract. System
would be set up new in your home by the security company. Current
contract holder would be willing to help with the cost of the "Basic" install.
You would simply be responsible for taking over contract paying the
monthly monitoring fee. Vivint Monthly Monitoring fee only $49.99 Help
protect your home with silent alarm, medical assist, fire and many more
available options, very programmable. Sensors are customizable for your
needs, includes Door, Window, Motion Detectors and more. System is
satellite based no need of phone line.
- February 12th at 10:13pm Vivint Home Security System Needed: a
party to take over the remaining 2+ years of 3 ½ year contract. System
would be set up new in your home by the security company. Current
contract holder would be willing to help with the cost of the "Basic" install.
You would simply be responsible for taking over contract paying the
monthly monitoring fee. Vivint Monthly Monitoring fee only $49.99 Help
protect your home with silent alarm, medical assist, fire and many more
available options, very programmable. Sensors are customizable for your
needs, includes Door, Window, Motion Detectors and more. System is
satellite based no need of phone line.
- February 12th at 10:13pm Vivint Home Security System Needed: a
party to take over the remaining 2+ years of 3 ½ year contract. System
would be set up new in your home by the security company. Current
contract holder would be willing to help with the cost of the "Basic" install.
You would simply be responsible for taking over contract paying the
monthly monitoring fee. Vivint Monthly Monitoring fee only $49.99 Help
protect your home with silent alarm, medical assist, fire and many more
available options, very programmable. Sensors are customizable for your
needs, includes Door, Window, Motion Detectors and more. System is
satellite based no need of phone line.

102




Jennifer Lockie Jennifer Lockie
SOAP International
indeed.com
Influence: 12 Followers: 4,470
@Qwalify
Influence: 49 Followers: 1,065
@VivintCS
Influence: 40 Followers: 409
Amberlee Hasson
Ariane Snider- Farrell
Orlando, Fl Jobs
@johnzabat
Influence: 14 Followers: 13
@johnzabat
Influence: 14 Followers: 13
A Nicole Sorrells
@billycripe
Influence: 49 Followers: 1,817
@billycripe
Influence: 49 Followers: 1,817
- February 12th at 10:14pm Vivint Home Security System Needed: a
party to take over the remaining 2+ years of 3 ½ year contract. System
would be set up new in your home by the security company. Current
contract holder would be willing to help with the cost of the "Basic" install.
You would simply be responsible for taking over contract paying the
monthly monitoring fee. Vivint Monthly Monitoring fee only $49.99 Help
protect your home with silent alarm, medical assist, fire and many more
available options, very programmable. Sensors are customizable for your
needs, includes Door, Window, Motion Detectors and more. System is
satellite based no need of phone line.
- February 12th at 10:15pm Vivint Home Security System Needed: a
party to take over the remaining 2+ years of 3 ½ year contract. System
would be set up new in your home by the security company. Current
contract holder would be willing to help with the cost of the "Basic" install.
You would simply be responsible for taking over contract paying the
monthly monitoring fee. Vivint Monthly Monitoring fee only $49.99 Help
protect your home with silent alarm, medical assist, fire and many more
available options, very programmable. Sensors are customizable for your
needs, includes Door, Window, Motion Detectors and more. System is
satellite based no need of phone line.
- February 12th at 10:54pm What are some of your goals for 2014? Our
primary goal this year is to sponsor no less than 25 individual's
educations. A significant increase from 2013, but we know we can
accomplish it through the help of our incredible supporters.Thanks to
Vivint Give Back and all of our friends for a successful 2013 and here's to
another great year! http://www.soapinternational.org/
- February 13th at 6:14am including work orders, service orders,
customer contracts, and time clock forms. Assist in promotion and... rate
in the field until manager releases employee to... $50 an hour From Vivint
- 13 Feb 2014 09:00:34 GMT - View all San Leandro jobs
- February 13th at 10:01am We love the design (and content) of these
Values Statements from Vivint http://ow.ly/i/4AsHN
- February 13th at 10:10am RT @Qwalify: We love the design (and
content) of these Values Statements from Vivint http://ow.ly/i/4AsHN
- February 13th at 12:43pm We are looking to hire an office assistant in
Baltimore ASAP. Must be able to drive your own vehicle, (you'll be
reimbursed for mileage) 40 hours a week $13hr. The company is Vivint
Solar. It is a great company to work for. Please let me know if you are
interested. Please share. Thank [email protected]
- February 13th at 1:34pm Thank you vivint for the awesome service! And
the new Eric Church album is equally awesome too!
- February 13th at 4:01pm *Vivint.* Tech Company, Now Hiring - Sales
Reps *Vivint.* was reported one of the most promising companies by
Forbes in 2013. We are one of the major leaders in North America in
Home Automation and Solar Energy and continue to grow at record rates
on an international level. This is a great time t [...]
- February 13th at 4:13pm @VivintHome don't sign on the line! They
were horrible as APX they're no better as Vivint now! Agents of orange
doom!!!
- February 13th at 4:39pm @VivintCS If Vivint dissolves itself as a
company and liquidated its assets I would be happy! Overjoyed! Could
you do that? It'd be great!
- February 14th at 9:37am Love our new security company! Alarm went
off and within 7 seconds I had a real live person over the intercom asking
if everything was ok letting me know all footage from the second the
alarm went of was recorded and ready for us to look at! 7 seconds is very
impressive :) go Vivint!
- February 14th at 11:00am Security company Vivint is testing a wireless
home broadband service in Utah http://gigaom.com/2014/02/04/security-
co...
- February 14th at 11:01am Security company Vivint is testing a wireless
home broadband service in Utah http://gigaom.com/2014/02/04/security-
co...

103




Pablo Guzman
@HeatherEwanxoxo
Influence: 23 Followers: 43
Brittany Huber
Followers: 1
@VivintHome
Influence: 54 Followers: 7,330
@VivintHome
Influence: 54 Followers: 7,330
Orlando, Fl Jobs
William Joseph Fulton
Doug Cartwright
Braden Kale Elison
Kenny Dales
Derek Landino
Greg Jacobsen
- February 14th at 11:24am ATTENTION : If you or someone you know is
looking to protect your home with security or simplify life with home
automation give me a call or text. We have some great deals going on
and not only can I go through pricing with you I would be the one
installing too. Any questions call or text 385-225-4726. Vivint Southern
Utah Corp FSP Pablo Guzman
- February 14th at 11:43am They're selling Poo-Pourri at Vivint today!
What a great Valentine's Day gift for your lover.
http://instagram.com/p/kaC9Hihmt4/
- February 14th at 12:05pm I love social media. This, I’m sure, isn’t
surprising given what I do for a living and the things I write about, but I
really do love it. The interaction is great, the opportunity to expand
perspectives and get new input is valuable, and it helps those rush hour
train rides and waits for appointments pass more quickly. It does have
one aspect though that, from a business perspective, just makes me
cringe. See, social media builds in all these little ego boost buttons,
things that have no real meaning but that for some reason the human
brain is wired to want to chase after, and then, well, waits for us to chase.
- February 14th at 4:08pm RT @Brsn_Neighbors: Show your neighbors
some love today with these printable Valentines! -
http://neighborhood.vivint.com/good-neig...
- February 14th at 5:35pm Whether you are a customer or not, here at
#Vivint we wish all of you a Happy Valentine's Day. Have a great three-
day weekend!
- February 15th at 8:09am *Vivint.* Tech Company, Now Hiring - Sales
Reps *Vivint.* was reported one of the most promising companies by
Forbes in 2013. We are one of the major leaders in North America in
Home Automation and Solar Energy and continue to grow at record rates
on an international level. This is a great time t [...]
- February 15th at 3:31pm Was flagged down today by a man in near
tears while working. He told me he has had a Vivint alarm for nearly five
years; and during those five years his family has had to endure two
attempted robberies and a kidnapping attempt on his oldest son(all of
which were thwarted by his alarm.) He said how thankful he was for
people like me and for the company I work for. It's reasons like this and
many others why I'm glad I work for such a great company.
- February 15th at 4:21pm William Joseph Fulton Was flagged down
today by a man in near tears while working. He told me he has had a
Vivint alarm for nearly five years; and during those five years his family
has had to endure two attempted robberies and a kidnapping attempt on
his oldest son(all of which were thwarted by his alarm.) He said how
thankful he was for people like me and for the company I work for. It's
reasons like this and many others why I'm glad I work for such a great
company.
- February 15th at 5:51pm Anyone need a job come work for Vivint it's
awesome opportunity and best year to join!
- February 15th at 7:11pm Field Service Technician I - Edgewood,
Maryland, United States - Vivint Field Service Professional - (Edgewood,
MD) About Us: Vivint, Inc. is one of the largest home automation
companies in North America. Operating from offices throughout the
United States and Canada, our company services 800,000+ customers.
Vivint is...
- February 15th at 8:21pm Mobile Uploads Home owner says, "Are you
freaking crazy? It's 20 degrees and snowing like crazy! Don't you know
there's a blizzard warning with 50 mph winds?! You must be a mad
man!"Austin's response, "no man, that's just who we are, it's our culture,
we get it done." RESULT: Site survey scheduled, on his way to becoming
another raving fan VIVINT.SOLAR Vivint Solar customer! Haha I love this
job! TackleF1RST. 31G. MASS Solar #1 — with Dave Yates and 5 others.
- February 15th at 9:40pm William Joseph Fulton Was flagged down
today by a man in near tears while working. He told me he has had a
Vivint alarm for nearly five years; and during those five years his family
has had to endure two attempted robberies and a kidnapping attempt on
his oldest son(all of which were thwarted by his alarm.) He said how
thankful he was for people like me and for the company I work for. It's
reasons like this and many others why I'm glad I work for such a great
company.

104

Stefan Robertshaw
craigslist.org
Influence: 14 Followers: 15,710
Daniel Garza Scotty Thegodfather Coccimiglio
GBE FACTS
Kayla Coffey
- February 15th at 11:37pm William Joseph Fulton Was flagged down
today by a man in near tears while working. He told me he has had a
Vivint alarm for nearly five years; and during those five years his family
has had to endure two attempted robberies and a kidnapping attempt on
his oldest son(all of which were thwarted by his alarm.) He said how
thankful he was for people like me and for the company I work for. It's
reasons like this and many others why I'm glad I work for such a great
company.
- February 16th at 1:32am *Vivint.* was reported one of the most
promising companies by Forbes in 2013. We are one of the major leaders
in North America in Home Automation and Solar Energy and continue to
grow at record rates on an international level. This is a great time t [...]
- February 16th at 7:11pm William Joseph Fulton Was flagged down
today by a man in near tears while working. He told me he has had a
Vivint alarm for nearly five years; and during those five years his family
has had to endure two attempted robberies and a kidnapping attempt on
his oldest son(all of which were thwarted by his alarm.) He said how
thankful he was for people like me and for the company I work for. It's
reasons like this and many others why I'm glad I work for such a great
company.
- February 16th at 8:06pm William Joseph Fulton Was flagged down
today by a man in near tears while working. He told me he has had a
Vivint alarm for nearly five years; and during those five years his family
has had to endure two attempted robberies and a kidnapping attempt on
his oldest son(all of which were thwarted by his alarm.) He said how
thankful he was for people like me and for the company I work for. It's
reasons like this and many others why I'm glad I work for such a great
company.
- February 17th at 2:41am Thanks to David Glenn for providing this
thoughtful article on solar power. Energy is expensive. Thanks to the laws
of thermodynamics, it’s just not possible to get more energy out of a
system than you put in. Thus, when it comes to generating power, you’ll
always be stuck with a bad investment. However, there is a bit of a work
around to this problem. See, if you can get someone or something else to
supply the initial energy for you, then you can reap the rewards without
having to worry about the cost. And while that may not sound very
honest, it is in fact the basic idea behind solar power.
- February 17th at 9:19am Oh, I believe it! Vivint has been nothing but
amazing to us. They are always very quick acting! We love our Vivint
System!

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