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remote control access to the system, and video capabilities. Vivint’s basic equipment starter
package includes Vivint door sensors, Vivint window sensors, a motion detector, and the sleek
SkyControl panel to help users navigate through the system. Both companies and others have a
variety of pricing options from which customers can choose the one, that best suits their needs.

There are five dimensions of service quality (Tangibles, Reliability, Responsiveness,
Assurance, and Empathy) according to Zeithaml, V., Parasuraman, A and Berry, L., (1990).
Customers rank reliability and responsiveness higher than the others (Arlen, 2008).

ADT is great at providing a reliable service, which is both accurate and responsive.
However, ADT lacks consideration (empathy) of customers’ needs during the installation
process (Wheelwright, 2018). Technicians missing scheduled appointments is noted as the most
common complaint among ADT customers.

In comparison, Cox Homelife customer complaints focus on extended wait times on the
phone and being transferred multiple times until reaching someone who is experienced with the
customer’s equipment (Cox Homelife Review, 2018). Vivint is known for having reliable
equipment, but its service is evaluated as unreliable and unresponsive. Sales representatives are
paid on a commission basis which fuels customers’ complaints of deceptive and unscrupulous
sales tactics. As a result, Vivint has faced lawsuits in many states (Woodall, 2018).

A SWOT analysis indicates that all three companies have high customer satisfaction.
When it comes to technology, all three offer cell phone applications making management of
equipment and security services easy for any user. All three offer similar competitive pricing
with slightly different equipment packages. The three have similar platforms and perform well in
all elements of the OSS model, although each has unique non-service issues with customers.

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