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can be estimated, the psychological impact experienced when losses occur is not easily measured
but is acknowledged as being significant.

In the past, homeowners/renters and businesses protected their properties with security
fences, attack dogs, and burglar bars. These methods were costly and time consuming. Today’s
state-of-the-art technology provides customers with 24-hour monitoring that is less costly and
entails virtually no time.

By understanding customers’ wants and needs, security firms can provide solutions that
meet or exceed customer expectations. Tailored security solutions that build customer
satisfaction result in loyalty, trust, and long-term relationships. Building customer relationships
leads to sustainable revenue. (Interview, Dr. Nick DeBonis, DeBonis Squared, LLC, 2019)

The Optimal Security Sustainability (OSS) model helps security services better address
the needs of their customers. It is based on a security industry Strengths, Weaknesses,
Opportunities and Threats (SWOT) analysis and customer survey data. The data identify
elements of customer satisfaction, technology requirements, competitive pricing, and service
quality.
Literature Review

J.D. Powers is an industry leader in customer satisfaction research and a trusted source
for providing reviews on companies in multiple industries. Its “Home Security Satisfaction
Study” in 2017 reported that customer satisfaction with security company brands is relatively
high and identifies 11 key security system performance indicators (Staff, S., 2017):

• Features of your security system met your needs
• Ability to control your system outside the home
• Sales contract terms are fair and reasonable

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