Quantitative Data Analysis

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Quantitative Research

 

The
 Vivint
 Experience
 

 


 
Sean
 McGowan
 


 

Survey Results

 
Included
 in
 this
 section
 is
 a
 compilation
 of
 our
 findings,
 an
 analysis
 of
 the
 data
 collected,
 and
 what
 this
 
means
 for
 Vivint.
 We
 have
 also
 made
 suggestions
 for
 your
 organization
 based
 on
 research
 that
 will
 
improve
 the
 quality
 of
 service
 provided
 and
 strengthen
 the
 overall
 relationship
 with
 your
 customers.
 
Graphs
 and
 charts
 offer
 visual
 support
 of
 the
 data
 at
 hand
 and
 are
 complimented
 by
 detailed
 
explanations
 of
 each
 item.
 To
 make
 these
 findings
 clear
 and
 simple,
 the
 results
 are
 separated
 into
 two
 
areas:
 “Contact
 Methods”
 and
 “The
 Vivint
 Experience.”
 

 

Contact Methods

 

General
 
One
 of
 the
 first
 and
 most
 important
 questions
 in
 the
 survey
 asked
 which
 method/s
 the
 customer
 used
 
when
 trying
 to
 solve
 their
 problem/issue
 with
 Vivint.
 The
 results
 revealed
 that
 approximately
 8
 in
 10
 
acted
 by
 calling
 the
 company.
 As
 seen
 in
 Figure
 1.1,
 phone
 is
 the
 preferred
 method
 of
 choice
 for
 Vivint
 
customers.
 

 
What
 method
 did
 you
 use
 when
 trying
 to
 solve
 your
 problem/issue
 with
 Vivint?
 (Select
 all
 that
 apply)
 

 

Figure
 1.1
 


 


 
Naturally,
 the
 most
 desired
 form
 of
 communication
 is
 person-­‐to-­‐person,
 and
 people
 are
 most
 likely
 to
 
first
 pick
 up
 a
 phone
 so
 they
 can
 speak
 to
 a
 real
 person.
 The
 results
 above
 can
 also
 suggest
 that
 
customers
 sought
 aid
 via
 another
 communication
 channel,
 such
 as
 email
 or
 the
 company
 website,
 and
 
did
 not
 receive
 adequate
 assistance.
 After
 feeling
 the
 alternative
 methods
 were
 ineffective,
 they
 
proceeded
 to
 call
 a
 Customer
 Service
 Representative
 (CSR).
 This
 calls
 for
 improvements
 and
 adjustments
 
in
 the
 other
 methods
 used
 to
 serve
 the
 customer.
 

 
Suggestions:
 This
 section
 makes
 clear
 the
 average
 Vivint
 customer
 will
 contact
 the
 company
 by
 phone
 
and
 offers
 ways
 to
 use
 this
 channel
 to
 make
 the
 others
 more
 effective.
 When
 the
 customer
 calls
 Vivint,
 a
 
voice-­‐automated
 service
 should
 first
 remind
 them
 to
 seek
 immediate
 help
 via
 another
 communication
 
channel.
 For
 example,
 it
 should
 invite
 them
 to
 search
 Vivint’s
 website
 for
 their
 issue
 or
 to
 use
 the
 
company’s
 chat
 service,
 which
 the
 survey
 showed
 is
 effective
 but
 underutilized.
 The
 CSR
 should
 also
 ask
 

the
 customer
 if
 he/she
 used
 another
 method
 before
 making
 the
 phone
 call
 and
 how
 that
 method
 failed
 
at
 providing
 optimum
 assistance.
 Results
 should
 be
 collected
 and
 used
 to
 make
 improvements
 by
 adding
 
or
 correcting
 current
 instructions
 or
 modifying
 the
 email/chat
 system.
 

 

Website
 
The
 company
 website
 received
 some
 critical
 reviews
 from
 survey
 participants.
 They
 were
 asked
 simply
 if
 
the
 site
 was
 helpful
 in
 solving
 the
 customer’s
 question/issue.
 More
 than
 60%
 of
 respondents
 felt
 it
 was
 
unhelpful.
 Figure
 1.2
 depicts
 these
 findings.
 

 
Was
 the
 website
 helpful
 in
 solving
 your
 question/issue?
 

Figure
 1.2
 


 


 
Those
 who
 answered
 this
 question
 were
 asked
 to
 explain
 why
 they
 felt
 the
 website
 was
 unhelpful.
 Here
 
are
 some
 of
 the
 explanations
 given
 by
 survey
 participants:
 
• Too
 hard
 to
 navigate
 
• Did
 not
 offer
 desired
 service/feature
 as
 an
 option
 
• Too
 technical
 
• Did
 not
 like
 using
 your
 website
 

 
Greater
 than
 half
 of
 total
 customers
 that
 seek
 aid
 on
 the
 website
 are
 not
 able
 to
 resolve
 their
 concerns
 
there.
 This
 could
 be
 simply
 because
 their
 problem
 is
 not
 mentioned
 on
 the
 website.
 However,
 we
 can
 
assume
 that
 customers
 have
 many
 of
 the
 same
 needs
 and
 seek
 similar
 help
 online.
 This
 suggests
 that
 
finding
 the
 right
 place
 or
 locating
 the
 right
 information
 may
 be
 the
 issue.
 Does
 the
 user
 have
 to
 click
 too
 
many
 times
 before
 finding
 the
 help
 he/she
 is
 seeking?
 Are
 the
 headings
 or
 labels
 difficult
 to
 decipher
 to
 
the
 point
 that
 the
 customer
 gives
 up
 quickly
 and
 picks
 up
 a
 phone
 instead?
 These
 are
 important
 things
 
to
 consider
 and
 look
 into
 resolving.
 

 
Suggestions:
 Although
 a
 majority
 of
 customers
 feel
 their
 problem
 was
 not
 helped
 via
 the
 website,
 small
 
enhancements
 could
 change
 their
 overall
 experience
 into
 a
 positive
 one
 and
 help
 future
 users
 of
 the
 
site.
 Rather
 than
 send
 an
 email,
 there
 could
 be
 a
 simpler,
 less
 personal
 way
 to
 leave
 feedback
 or
 suggest
 
a
 new
 problem
 as
 an
 option
 that
 currently
 isn’t
 there.
 Customers
 may
 feel
 it
 too
 much
 of
 a
 hassle
 when
 
the
 email
 path
 opens
 up
 another
 window
 and
 causes
 more
 work
 than
 they
 desired.
 You
 may
 also
 
consider
 listing
 the
 “Chat
 Support”
 option
 under
 the
 “Need
 More
 Help?”
 section
 at
 the
 bottom
 of
 the
 
support
 page.
 That
 way
 customers
 are
 aware
 of
 another
 alternative
 they
 can
 choose.
 These
 
modifications
 will
 help
 customers
 feel
 their
 feedback
 or
 proposals
 are
 valued
 and
 that
 Vivint
 sincerely
 
desires
 to
 serve
 them
 and
 provide
 easy
 and
 effective
 assistance.
 

 

 

 

 

Email
 
Customers
 that
 sought
 help
 via
 email
 had
 mixed
 responses
 to
 the
 quality
 of
 service
 they
 received.
 As
 
shown
 in
 Figure
 1.3,
 a
 majority
 of
 users
 felt
 they
 did
 not
 receive
 a
 response
 in
 a
 reasonable
 amount
 of
 
time.
 A
 good
 amount
 of
 them
 also
 felt
 the
 response
 they
 got
 seemed
 scripted,
 generic,
 or
 impersonal.
 
This
 comes
 off
 extremely
 negative
 to
 the
 customer.
 The
 responses
 were
 generally
 found
 to
 be
 
ineffective
 and
 unhelpful,
 which
 suggests
 that
 either
 the
 response
 was
 not
 tailored
 to
 the
 customer’s
 
specific
 issue
 and
 was
 a
 generic
 response,
 or
 that
 the
 CSR
 did
 not
 properly
 deal
 with
 the
 customer
 and
 
serve
 them
 completely.
 Results
 of
 another
 survey
 question
 showed
 that
 26%
 of
 those
 that
 used
 the
 
email
 method
 had
 to
 speak
 with
 two
 or
 more
 representatives,
 and
 that
 37%
 of
 the
 problems
 handled
 via
 
email
 were
 not
 resolved.
 

 
To
 what
 extent
 do
 you
 agree
 with
 the
 following
 statements
 about
 your
 email
 experience?
 

 


 

Figure
 1.3
 


 


 
Suggestions:
 Establish
 a
 required
 response
 time
 in
 the
 email
 database.
 If
 a
 CSR
 has
 not
 responded
 to
 an
 
email
 within
 a
 specified
 amount
 of
 time,
 have
 an
 automated
 response
 sent
 to
 the
 customer
 to
 alert
 
them
 that
 their
 case
 will
 be
 responded
 to
 soon.
 In
 the
 email,
 remind
 them
 of
 the
 options
 to
 chat
 online
 
or
 look
 for
 their
 problem
 on
 the
 Vivint
 website.
 Also,
 take
 measures
 to
 make
 sure
 the
 responses
 are
 far
 
from
 generic
 to
 avoid
 losing
 the
 trust
 and
 respect
 of
 the
 customer.
 Finally,
 CSRs
 should
 be
 trained
 to
 not
 
only
 respond
 quickly,
 but
 with
 information
 that
 will
 actually
 help
 the
 one
 seeking
 assistance.
 While
 
timeliness
 is
 critical,
 the
 aid
 customers
 seek
 is
 more
 important
 and
 should
 not
 be
 overlooked.
 A
 little
 bit
 
of
 extra
 time
 is
 ok
 if
 the
 response
 provided
 will
 be
 more
 effective
 at
 resolving
 the
 concern.
 

 

 

 

 

 

 

 

 

 

 

Chat
 
A
 mere
 6%
 of
 those
 surveyed
 used
 the
 company’s
 web
 chat
 service.
 The
 overall
 quality
 of
 service
 given
 
by
 those
 over
 chat
 support
 far
 exceeded
 that
 of
 any
 other
 help
 channel.
 Figure
 1.4
 shows
 how
 the
 
average
 experience
 over
 chat
 proved
 to
 be
 positive
 to
 the
 customer
 almost
 every
 time.
 

 
Please
 rate
 your
 most
 recent
 interaction
 on
 the
 following
 criteria.
 My
 Vivint
 chat
 representative
 was…
 

#
 

Question
 

Disagree
 

1
 

Professional
 
Knowledgeable
 
about
 the
 
product/issue
 
Efficient
 in
 
solving
 the
 
problem
 
Responsive
 
Respectful
 
Timely
 
Personable
 

1
 

Neither
 
Agree
 nor
 
Disagree
 
2
 

2
 

2
 

3
 
4
 
5
 
6
 
7
 

Agree
 

Total
 
Responses
 

Mean
 

11
 

14
 

2.71
 

1
 

11
 

14
 

2.64
 

2
 

0
 

12
 

14
 

2.71
 

2
 
1
 
1
 
1
 

0
 
0
 
1
 
3
 

12
 
13
 
12
 
10
 

14
 
14
 
14
 
14
 

2.71
 
2.86
 
2.79
 
2.64
 

Figure
 1.4
 


 
These
 results
 were
 more
 than
 just
 “not
 negative”
 regarding
 the
 experience
 over
 chat.
 They
 were
 
overwhelmingly
 positive.
 Across
 the
 board,
 the
 CSR
 proved
 to
 have
 favorable
 marks
 in
 every
 category
 
almost
 every
 time.
 Most
 importantly,
 responses
 showed
 that
 73%
 of
 problems
 were
 solved
 by
 the
 first
 
representative
 spoken
 to
 via
 chat
 support.
 There
 was
 rarely
 a
 second
 or
 third
 representative
 involved
 in
 
the
 process.
 The
 problem
 was
 resolved
 in
 nearly
 every
 instance
 by
 someone
 that
 increased
 the
 
customer’s
 confidence
 in
 Vivint,
 on
 the
 first
 attempt.
 Something
 is
 clearly
 being
 done
 right
 by
 those
 in
 
charge
 of
 the
 chat
 support
 group.
 

 
Suggestions:
 As
 statistically
 the
 most
 effective
 and
 under-­‐utilized
 method
 of
 getting
 assistance
 for
 Vivint
 
customers,
 more
 should
 be
 done
 to
 get
 people
 to
 use
 this
 feature.
 As
 this
 channel
 proved
 to
 be
 a
 
positive
 experience
 for
 those
 that
 used
 it,
 it
 would
 give
 many
 others
 a
 positive
 perception
 of
 the
 
company
 and
 help
 Vivint
 avoid
 unwanted
 negative
 experiences
 with
 customer
 service,
 as
 a
 majority
 of
 
them
 have
 been,
 according
 to
 results
 gathered.
 Chat
 support
 should
 be
 highlighted
 on
 the
 company
 
website.
 No
 matter
 where
 the
 user
 goes,
 it
 should
 be
 visible
 on
 screen.
 They
 must
 be
 drawn
 to
 select
 
the
 option,
 and
 its
 existence
 must
 be
 extremely
 obvious
 to
 each
 customer
 seeking
 assistance.
 It
 should
 
be
 a
 clear,
 natural
 choice.
 

 

 

 

 

 

 

 

 

Phone
 
Due
 to
 the
 fact
 that
 nearly
 8
 in
 every
 10
 Vivint
 customers
 will
 speak
 with
 someone
 over
 the
 phone
 about
 
a
 problem/issue,
 this
 channel
 requires
 the
 most
 attention.
 Figure
 1.5
 shows
 customer
 experiences
 with
 
representatives
 over
 the
 phone.
 

 
Please
 rate
 your
 most
 recent
 interaction
 on
 the
 following
 criteria.
 My
 Vivint
 phone
 representative
 was…
 

#
 

Question
 

1
 

Professional
 
Knowledgeable
 
about
 the
 
product/issue
 
Efficient
 in
 
solving
 the
 
problem
 
Responsive
 
Respectful
 
Timely
 
Personable
 

2
 

3
 
4
 
5
 
6
 
7
 

Agree
 

Total
 
Responses
 

Mean
 

8.59%
 

Neither
 
Agree
 nor
 
Disagree
 
11.66%
 

79.75%
 

326
 

2.71
 

17.18%
 

14.72%
 

68.10%
 

326
 

2.51
 

25.08%
 

15.90%
 

59.02%
 

327
 

2.34
 

14.11%
 
7.67%
 
16.10%
 
10.43%
 

15.34%
 
10.12%
 
12.69%
 
16.87%
 

70.55%
 
82.21%
 
71.21%
 
72.70%
 

326
 
326
 
323
 
326
 

2.56
 
2.75
 
2.55
 
2.62
 

Disagree
 

Figure
 1.5
 


 
As
 you
 can
 see,
 most
 customers
 gave
 favorable
 responses
 to
 those
 with
 whom
 they
 spoke.
 While
 there
 
is
 still
 lots
 of
 room
 for
 improvement,
 the
 important
 element
 here
 lies
 within
 the
 heart
 of
 the
 table.
 Only
 
59%
 of
 customers
 that
 interacted
 with
 Vivint
 CSRs
 by
 phone
 felt
 that
 the
 representative
 was
 efficient
 in
 
solving
 the
 problem.
 That
 is
 even
 less
 impressive
 of
 the
 already
 low
 percentage
 of
 representatives
 that
 
appear
 knowledgeable
 about
 the
 product/issue.
 This
 shows
 that
 the
 level
 of
 politeness
 or
 
professionalism
 of
 the
 CSR
 does
 not
 make
 up
 for
 the
 fact
 that
 they
 sometimes
 do
 not
 resolve
 customer
 
concerns.
 Other
 findings
 revealed
 that
 approximately
 22%
 of
 all
 customers
 that
 call
 speak
 with
 two
 or
 
more
 representatives,
 and
 that
 in
 the
 end,
 about
 1
 in
 every
 5
 problems/issues
 is
 not
 resolved
 over
 the
 
phone.
 While
 the
 CSR
 has
 good
 qualities
 which
 are
 noted
 by
 the
 customer,
 the
 average
 customer
 is
 not
 
receiving
 sufficient
 help.
 When
 the
 phone
 continues
 to
 be
 the
 top
 method
 used
 for
 assistance
 by
 
approximately
 80%
 of
 customers
 seeking
 help,
 this
 lack
 of
 problem
 resolution
 is
 the
 leading
 factor
 in
 
disappointed
 customers.
 

 
Suggestions:
 Short
 of
 making
 sure
 representatives
 receive
 proper
 and
 sufficient
 training,
 greater
 efforts
 
should
 be
 made
 to
 improve
 other
 methods
 of
 customer
 service,
 so
 that
 not
 so
 many
 customers
 have
 to
 
call
 in.
 This
 occupies
 the
 representatives
 and
 forces
 them
 to
 focus
 on
 simply
 finishing
 each
 call.
 In
 turn
 
they
 lose
 sight
 of
 the
 meaning
 of
 each
 call
 –
 not
 ending
 it
 as
 quickly
 as
 possible,
 but
 making
 sure
 the
 
reason
 for
 the
 call
 was
 met,
 and
 ultimately
 that
 the
 problem
 was
 solved.
 Make
 customers
 more
 aware
 
of
 the
 chat
 support
 option
 by
 posting
 it
 everywhere
 on
 the
 site
 and
 in
 other
 materials
 given
 to
 the
 
customer.
 Come
 up
 with
 a
 way
 to
 track
 which
 CSR
 dealt
 with
 a
 specific
 customer’s
 issue,
 and
 offer
 
incentives
 to
 the
 top-­‐performing
 representatives
 that
 resolve
 a
 concern
 on
 the
 first
 try.
 

 

 

 

The Vivint Experience

 

Important
 Correlations
 
Correlation
 tests
 evaluate
 the
 relationship
 between
 two
 or
 more
 of
 the
 set
 responses
 given.
 The
 two
 
shown
 here
 compare
 customers’
 experiences
 with
 a
 specific
 element
 of
 Vivint
 customer
 service
 to
 their
 
overall
 satisfaction
 level
 with
 the
 service
 provided.
 

 

Website
 –
 Overall
 Response
 

This
 first
 correlation
 test
 shows
 the
 comparison
 between
 the
 customer’s
 experience
 with
 the
 website
 
and
 how
 that
 impacts
 their
 opinion
 of
 the
 company’s
 customer
 service.
 This
 has
 a
 big
 influence
 on
 the
 
customer’s
 overall
 satisfaction
 with
 Vivint
 as
 a
 whole.
 As
 seen
 in
 Figure
 2.1,
 the
 P-­‐value
 (Pearson
 
Correlation)
 is
 negative.
 A
 value
 less
 than
 .05
 suggests
 a
 strong
 relationship
 between
 two
 sets
 of
 data,
 
and
 this
 test
 produced
 negative
 values.
 This
 means
 the
 correlation
 between
 the
 two
 is
 direct
 and
 
persuasive.
 The
 numbers
 highlighted
 below
 strongly
 indicate
 that
 the
 more
 difficult
 it
 is
 for
 a
 customer
 
to
 receive
 a
 response
 to
 their
 issue
 on
 Vivint’s
 website,
 the
 more
 negative
 their
 experience
 and
 view
 of
 
the
 organization.
 As
 stated
 in
 the
 aforementioned
 section
 on
 the
 website,
 steps
 must
 be
 taken
 to
 secure
 
an
 effective
 website
 and
 ensure
 the
 customer
 a
 positive
 experience
 when
 they
 seek
 help
 online.
 

 
Website – Overall Response
How easy was it to find a

Please choose the

response to your

response that relates best

question/issue on the website?

to your experience with
Vivint customer service:

How easy was it to find a

Pearson Correlation

response to your question/issue

Sig. (2-tailed)

on the website?

N

-.472

**

.000
80

Please choose the response that Pearson Correlation

-.472

77
**

relates best to your experience

Sig. (2-tailed)

.000

with Vivint customer service:

N

77

Figure
 2.1
 


 

 

 

 

 

 

 

 

 

 

 

 

 

1

1

354

Number
 of
 Representatives
 Involved
 –
 Overall
 Reponse
 

Another
 test
 shows
 the
 relation
 between
 the
 number
 of
 representatives
 spoken
 to
 with
 the
 overall
 
satisfaction
 of
 the
 customer
 service
 experience.
 As
 illustrated
 in
 Figure
 2.2,
 the
 P-­‐value
 is
 once
 again
 
lower
 than
 .05,
 and
 in
 particular
 a
 high
 negative
 value,
 which
 indicates
 the
 strength
 of
 these
 results.
 Due
 
to
 these
 findings,
 it
 can
 be
 interpreted
 that
 the
 more
 representatives
 a
 customer
 must
 speak
 with
 
before
 resolving
 their
 problem,
 the
 more
 negative
 they
 will
 feel
 towards
 their
 experience
 with
 Vivint
 
customer
 service.
 

 
Efficient
 customer
 service
 departments
 around
 the
 country
 seek
 to
 limit
 the
 number
 of
 “repeat
 
contacts,”
 or
 the
 number
 of
 representatives
 a
 customer
 must
 speak
 with
 until
 they
 receive
 sufficient
 
help
 with
 their
 issue.
 This
 is
 one
 huge
 element
 of
 any
 organization
 that
 contributes
 to
 either
 the
 positive
 
or
 negative
 image
 of
 the
 company
 as
 a
 whole.
 Vivint
 must
 be
 proactive
 at
 reducing
 the
 number
 of
 
repeat
 contacts
 in
 its
 customer
 service
 department.
 

 
Number of Representatives – Overall Response

Please choose the response

Pearson Correlation

that relates best to your

Sig. (2-tailed)

experience with Vivint
customer service:

Please choose the

How many

response that relates best

representatives did you

to your experience with

speak with before your

Vivint customer service:

problem was resolved?

1

-.650

25
**

How many representatives

Pearson Correlation

-.650

did you speak with before

Sig. (2-tailed)

.000

your problem was resolved?

N

25

Figure
 2.2
 


 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

.000
354

N

**

1

27

Field
 Service
 Professional
 
A
 further
 look
 at
 the
 question
 on
 field
 service
 professions
 reveals
 an
 insightful
 element
 of
 the
 Vivint
 
experience.
 On
 the
 surface,
 responses
 shown
 in
 Figure
 2.3
 to
 the
 question
 make
 it
 seem
 like
 there
 is
 
only
 slight
 room
 for
 improvement.
 But
 only
 initially.
 Approximately
 6
 out
 of
 10
 customers
 felt
 that
 the
 
service
 professional
 came
 within
 a
 reasonable
 amount
 of
 time
 after
 the
 request.
 That’s
 not
 too
 bad,
 but
 
it
 could
 be
 better.
 About
 7
 out
 of
 10
 customers
 felt
 the
 service
 professional
 had
 their
 best
 interest
 in
 
mind.
 These
 numbers
 aren’t
 quite
 red
 flags,
 but
 the
 response
 to
 the
 third
 question
 certainly
 is.
 

 
Please
 choose
 the
 response
 that
 relates
 best
 to
 your
 experience
 with
 Vivint
 customer
 service:
 

#
 

1
 

2
 

3
 

Question
 
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
 

Disagree
 

Neither
 Agree
 
nor
 Disagree
 

Agree
 

Total
 
Responses
 

Mean
 

17.65%
 

23.53%
 

58.82%
 

17
 

2.41
 

17.65%
 

11.76%
 

70.59%
 

17
 

2.53
 

29.41%
 

35.29%
 

35.29%
 

17
 

2.06
 

Figure
 2.3
 


 
Roughly
 65%
 of
 those
 that
 dealt
 with
 a
 field
 service
 professional
 felt
 that
 their
 confidence
 in
 Vivint
 grew
 
as
 a
 result.
 What
 does
 this
 say?
 It
 means
 that
 arguably
 the
 most
 important
 interaction
 between
 the
 
customer
 and
 the
 company
 falls
 far
 short
 of
 where
 it
 should
 be,
 in
 terms
 of
 leaving
 a
 lasting
 positive
 
impression
 on
 the
 customer.
 When
 Vivint
 dispatches
 a
 field
 professional,
 this
 is
 the
 time
 to
 make
 a
 
difference.
 This
 is
 the
 time
 to
 show
 the
 customer
 what
 Vivint
 is
 all
 about
 and
 leave
 them
 feeling
 assured
 
that
 their
 investment
 in
 the
 company
 and
 its
 products
 was
 a
 good
 one,
 one
 that
 they’ll
 continue
 for
 
years.
 Instead,
 they
 either
 have
 a
 negative
 encounter
 or
 one
 that
 isn’t
 special
 as
 it
 should
 be.
 

 
Field
 service
 professionals
 must
 be
 a
 large
 force
 of
 good
 for
 the
 organization.
 They
 cannot
 merely
 treat
 
their
 job
 as
 a
 simple
 visit
 or
 repair.
 They
 could
 bring
 the
 customer
 a
 small
 gift,
 such
 as
 a
 water
 bottle,
 a
 
toy
 for
 a
 child,
 or
 a
 household
 appliance
 to
 improve
 the
 opinion
 of
 the
 company.
 They
 should
 be
 
personable
 with
 the
 customer
 and
 show
 sincere
 desire
 to
 help,
 putting
 the
 customer
 first
 at
 all
 times.
 
Further
 internal
 analysis
 of
 the
 field
 service
 process
 could
 go
 a
 long
 way
 at
 instilling
 confidence
 in
 Vivint
 
customers
 through
 personal
 interaction
 with
 the
 professionals
 themselves.
 

 

 

 

 

 

 

 

 

 

Net
 Promoter
 Score
 
Despite
 unfavorable
 responses
 to
 questions
 throughout
 the
 survey
 and
 complaints
 about
 many
 different
 
aspects
 of
 Vivint
 customer
 service,
 costumers
 are
 very
 likely
 to
 recommend
 the
 company
 to
 a
 friend
 or
 
colleague.
 The
 Net
 Promoter
 Score
 is
 used
 to
 measure
 the
 overall
 satisfaction
 level
 of
 customers.
 Figure
 
2.4
 shows
 that
 a
 majority
 of
 Vivint’s
 customers
 are
 extremely
 pleased
 with
 the
 service
 they
 have
 
received.
 While
 most
 customers
 selected
 5
 or
 above
 as
 their
 likeliness
 to
 recommend
 Vivint
 to
 a
 friend,
 
those
 that
 appear
 on
 the
 left
 of
 the
 graph
 should
 not
 be
 ignored.
 

 
How
 likely
 are
 you
 to
 recommend
 Vivint
 to
 a
 friend
 or
 colleague?
 

Figure
 2.4
 


 


 
As
 referenced
 in
 Figure
 2.5,
 the
 average
 person
 is
 very
 likely
 to
 recommend
 the
 company
 to
 someone
 
else
 (7.79
 out
 of
 10).
 This
 indicates
 a
 strong,
 satisfactory
 opinion
 by
 most
 customers
 that
 responded.
 

 
Statistic
 
Value
 
Min
 Value
 
1
 
Max
 Value
 
11
 
Mean
 
7.79
 
Variance
 
14.67
 
Standard
 Deviation
 
3.83
 
Total
 Responses
 
413
 
Figure
 2.5
 


 
Referring
 back
 to
 Figure
 2.4
 and
 noticing
 the
 more
 than
 60
 that
 selected
 “0
 –
 Not
 likely
 at
 all”
 as
 an
 
option,
 it
 should
 be
 noted
 that
 not
 everything
 is
 perfect
 and
 effective.
 There
 are
 some
 who
 have
 very
 
negative
 views
 about
 Vivint
 that
 pose
 a
 threat
 to
 potential
 customers
 and
 current
 customers.
 Their
 
concerns
 should
 be
 addressed
 and
 their
 input
 viewed
 just
 as
 much
 as
 the
 favorable
 responses.
 By
 
following
 the
 suggestions
 given
 throughout
 this
 analysis
 section,
 the
 problems
 experienced
 by
 those
 
who
 dislike
 Vivint
 and
 its
 customer
 service
 are
 likely
 to
 go
 away,
 and
 the
 company
 can
 win
 back
 some
 of
 
the
 faithful
 customers
 it
 has
 lost
 due
 to
 poor
 customer
 service.
 

 

 

 

 

SUMMARY
The
 data
 presented
 here
 in
 Figure
 2.6
 show
 the
 overall
 responses
 of
 Vivint
 customer
 service.
 Almost
 a
 
third
 of
 those
 who
 participated
 felt
 the
 service
 was
 less
 helpful
 than
 expected
 or
 desired.
 Less
 than
 1
 in
 
every
 5
 customers
 felt
 they
 received
 more
 efficient
 help
 than
 they
 expected.
 Vivint
 cannot
 accept
 
mediocrity
 as
 it
 looks
 to
 expand
 its
 presence
 and
 business
 around
 the
 United
 States.
 

 
#
 
1
 

2
 

3
 

 

Please
 choose
 the
 response
 that
 relates
 best
 to
 your
 experience
 with
 Vivint
 customer
 service:
 

 
 
Answer
 
Response
 

 

It
 was
 less
 
helpful
 than
 I
 
expected
 
It
 was
 as
 
helpful
 as
 I
 
expected
 
It
 was
 more
 
helpful
 than
 I
 
expected
 
Total
 


 


 


 


 


 


 


 

 


 


 

%
 

115
 

29%
 

218
 

54%
 

69
 

17%
 

402
 

100%
 

Figure
 2.6
 


 
Approximately
 45%
 of
 all
 customers
 that
 responded
 to
 this
 survey
 had
 interactions
 with
 Vivint
 customer
 
service
 within
 the
 last
 month,
 which
 means
 customers
 have
 an
 increased
 chance
 of
 having
 a
 negative
 
experience.
 This
 can
 easily
 impact
 their
 favorable
 view
 of
 the
 company
 and
 change
 it
 to
 a
 bad
 one.
 

 
The
 54%
 of
 customers
 that
 received
 service
 equal
 to
 their
 expectations
 reveals
 the
 potential
 at
 hand
 to
 
not
 only
 improve
 the
 service
 offered
 to
 the
 customer
 and
 make
 their
 overall
 experience
 better,
 but
 
ultimately
 to
 score
 thousands
 and
 thousands
 of
 loyal
 customers
 with
 a
 commitment
 to
 strengthen
 
customer
 service.
 
 

 
With
 the
 results
 discovered
 by
 the
 survey
 and
 the
 suggestions
 discussed
 and
 analyzed
 in
 this
 section
 
above,
 Vivint
 can
 go
 above
 and
 beyond
 any
 security
 or
 home
 automation
 company
 and
 capture
 the
 
business
 and
 respect
 of
 people
 around
 the
 country.
 

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