Smart home service providers like Vivint, Alarm.com, and Xfinity Home are getting more positive online reviews than smart home devices makers, according to a new report from Argus Insights. This shows that customers prefer to have a service provider who comes in and installs their smart home devices for them.
The report analyzed more than 56,000 online and social media reviews of smart home devices and apps. Looking at the app reviews, Vivint’s Sky app had the highest satisfaction rating in the report. Other service providers including Xfinity Home, Alarm.com, and Cox Communications are all seeing improving app satisfaction and subscriber growth, according to Argus. In comparison, smart home apps from device makers like Nest, Philips, and Belkin are lagging behind in satisfaction, the report found.
The big difference between the service providers and individual device makers is that the service providers will install customers’ devices for them. When consumers buy an individual smart home device like a Nest thermostat they have to setup and install the device on their own.
Unfortunately, many smart home devices are plagued with technical glitches that can make installing them very difficult for the average consumer. If a customer is experiencing technical problems with their device, it will likely reflect on their satisfaction with the app that controls that device. So smart home service providers are carving out a space for themselves in the nascent smart home market by solving this technical challenge for customers.