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Figure 9. Security Responsiveness (OSS Survey, 2019).
An expectation that security services rapidly respond was reported on 90% of the questionnaires.
When an alarm is activated both home and business owners expect that first responders would
dispatch relatively quickly to minimize loss of assets and lives. It is not unusual for police to be
dispatched if the security call center cannot verify circumstances surrounding security activation.
Discussion

The Optimal Security and Sustainability (OSS) model offers a compelling customer value
strategy for businesses operating in the security environment. The results from the OSS Survey
confirmed the importance of the four elements included in the model as shown in Figure 10.
These elements include customer satisfaction, technology, pricing and service quality.

Figure 10. OSS Model
A security service must provide high customer satisfaction. As indicated in Figure 2,
customers are willing to pay more for a service that provides high customer satisfaction. When

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