A strong security service depends on more than technology. It requires a provider to understand customer needs and continuously improve how service is delivered. Customer feedback plays a key role in how American Alarm evaluates and refines its service. One of the tools we use is Net Promoter Score (NPS), which helps us measure how customers feel about their experience and identify opportunities to improve.

What is Net Promoter Score (NPS)?

Net Promoter Score (NPS) is a simple way companies measure customer satisfaction by asking one key question: how likely are you to recommend us?

Customers respond on a scale from 0 to 10 after an interaction, such as an alarm trigger, installation, or service visit. Based on their answer, customers are grouped into three categories: promoters (9–10), passives (7–8), and detractors (0–6).

The overall score is calculated by subtracting the percentage of detractors from the percentage of promoters. While the number itself provides a quick snapshot, the real value often comes from the written feedback customers choose to share alongside their rating.

Why customer feedback matters

Customer feedback provides a direct view into how service is experienced. It helps identify where expectations are being met and where there may be gaps. In a service-based industry like security, even small issues can have a meaningful impact.

Both positive and critical feedback are important. Positive responses highlight what’s working well and can be reinforced across teams, while critical feedback helps pinpoint where improvements are needed. This creates a more consistent and dependable experience for every customer.

What we learn from customer feedback

Customer feedback is most useful when it includes context. Comments that describe what happened, how an issue was handled, or where expectations didn’t align help build a clearer picture of the full customer experience.

This level of detail makes it easier to identify patterns and uncover opportunities to improve communication, training, and overall service delivery. Over time, these insights support more informed decisions based on real customer experiences.

How we collect and review feedback

Customer feedback is collected through short surveys sent after key interactions, such as installations or service visits. To avoid survey fatigue, customers receive no more than one survey within a 90-day period.

Each survey centers on a single question: whether they would recommend the company. Customers also have the option to include written comments with additional context behind their rating.

Responses are reviewed regularly and follow-ups are scheduled promptly with anyone who experienced less than satisfactory service. We analyze survey data to identify patterns and recurring themes. This structured approach ensures feedback is consistent and actionable across the organization.

How we respond to feedback

Customer feedback doesn’t just sit on a hard drive. It’s actively reviewed and addressed.

If a customer provides a low rating, the response is prioritized, with follow-up typically happening within a day to better understand and resolve the issue. Concerns are escalated to the appropriate team members or managers to ensure they’re handled promptly and thoroughly. The goal is to understand the issue and resolve it effectively.

Positive feedback is also shared internally recognizing team members and offices that deliver strong service. These moments help reinforce what’s working well and create opportunities to share best practices, so successful approaches can be applied more consistently across teams.

How feedback shapes our service

Customer feedback plays a direct role in how service is refined and improved over time. When patterns emerge, they’re used to guide practical changes behind the scenes:

• Additional training for technicians: When feedback highlights gaps or inconsistencies, targeted coaching helps ensure a more consistent experience across all service visits.
• Improvements to communication and customer education: Feedback often points to where expectations can be clearer, leading to updates in how information is shared before, during, and after service.
• Adjustments to scheduling and service processes: Recurring concerns around timing or coordination can lead to process changes that improve efficiency and reliability.
• Updates to internal documentation and procedures: Learnings are documented and shared internally so improvements can be applied across teams, not just in isolated cases.

The result is a continuous cycle of improvement. Feedback leads to action. In some cases, customers who initially had a negative experience were followed up with directly, their concerns were addressed, and their perception of the service improved significantly, turning those detractors into promoters.

Why this matters in security

Security is an ongoing service and it relates to life safety. Customers rely on consistent performance, fast response times, and clear communication.

Net Promoter Score (NPS) offers a simple, transparent way to evaluate how well a company is delivering on those expectations. A strong score can indicate consistent service and customer trust, while a low or unknown score may suggest gaps in performance or accountability. When comparing providers, it’s worth looking for companies that actively measure feedback and have clear processes in place to respond and improve.

We’re committed to getting it right

Customer feedback is a critical part of how we continue to improve and deliver reliable service. Every response helps us better understand our customers’ experiences and make meaningful adjustments where needed. Because we’re dealing with life safety, we know how important it is to get things right. That’s why we take feedback seriously and use it to guide how we train, support, and serve our customers every day.

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