SSI serves security installing contractors providing systems and services; surveillance, access control, biometrics, fire alarm and home control/automation. Coverage in commercial and residential product applications, designs, techniques, operations.
Issue link: https://securitysales.epubxp.com/i/166764
SSI 2013 COMMERCIAL END-USER STUDY Top Gripes About Security Contractors Level of Satisfaction With Security Contractor Cost 52% Poor customer service 37% Lack of IT/networking expertise 31% Too little technical know-how 27% Do not fnish work on time Often inexperienced 21% Too technical, can't communicate on basic level 19% Too much turnover 17% Inconvenient service call schedules 13% Completely Dissatisfed 2% 23% As with equipment and systems, the top complaint here is cost. However, the category was reduced by 2 percentage points from a year ago. Likewise, customer service was again the second issue, but it drew 5 fewer points. On the other hand, lack of IT expertise gained 5 points. Note: Respondents could select more than one answer. Top Virtues of Security Contractors Highly experienced Fairly priced IT/networking expertise Outstanding customer service Technically adept, yet able to communicate on basic levels Able to meet tight deadlines Flexible service call options Low turnover > 31% > 29% > 29% > 28% > 27% > 18% > 15% > 14% The bottom fell out on being technically adept and providing good communications as that quality sagged from No. 1 to No. 5 thanks to a 10-percentage-point drop. Being highly experienced, on the other hand, received 2 more points to claim the highest ranking. IT/ networking expertise soared 9 points. Meeting tight deadlines saw 5 points shaved away. Note: Respondents could select more than one answer. FIND IT ON THE WEB For all of SSI's exclusive and extensive industry research, visit securitysales.com/securitystats. 82 / SECURITYSALES.COM / SEPTEMBER 2013 Dissatisfed 5% Somewhat Dissatisfed 8% Somewhat Satisfed 37% Completely Satisfed 7% Satisfed 41% Not a lot of change in this one, but those reporting at least some level of satisfaction with their security contractor eased back 1 percentage point from 2012, with complete satisfaction losing 2 points (5 in past two years). The average overall rating was 4.3, down from 4.4 last year, on a 1-6 scale where 6 means completely satisfed. Top 10 Security and Risk Management Issues 1. 2. 3t. 3t. 5t. 5t. 7t. 7t. 9. 10. Budget/Funding Access control Lack of qualifed manpower Outdated equipment Management Threat mitigation/prevention Need more cameras/video Keeping employees involved Training Network security While money continues to be tight for security directors, with budget getting almost twice as many comments as the second issue, there were several changes elsewhere from a year ago. Access control shot up from ninth to No. 2; need more cameras/video rose three spots; and network security failed to make the top 10 in 2012. 2013 Commercial End-User Study Methodology To bridge the communications gap between commercial market users of electronic security systems and the designers and installers of these systems, SSI reached out to end users to better understand their knowledge and needs as it pertains to security solutions. This was the ninth year the survey has been conducted. • The survey was sent out to SSI's end-user list and readers of Campus Safety magazine (SSI's relevant sister publication) during July 2013 • ISC/Reed also sent the survey invitation to its lists of commercial security end users • Reminder E-mails were sent to those who did not reply to the frst invitation, as well as follow-up reminders • The results are based on the 448 respondents who qualifed for the survey Editor-in-Chief Scott Goldfine has spent nearly 15 years with SECURITY SALES & INTEGRATION. Follow him online via the Under Surveillance blog at securitysales.com/blog.