Quantitative Data Analysis
Comments
Content
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.
Sponsor Documents