Rating Validates Company’s Ongoing Efforts to Transform Customer Experience
in the Smart Home Security Industry
February 6, 2017 (DALLAS) — MONI, a subsidiary of Ascent Capital Group, Inc. (Nasdaq: ASCMA) today announced that it has earned an A+ rating from the Better Business Bureau (BBB). The A+ ranking comes in the midst of MONI’s work to change the way that consumers interact with their home security providers, making customer service and open communication with consumers the home security industry's top priority.
BBB ratings represent the BBB's opinion of how the business is likely to interact with its customers. The BBB rating is based on information BBB is able to obtain about the business, including complaints received from the public. BBB seeks and uses information directly from businesses and from public data sources.
“MONI is dedicated to leading a change in the way that consumers interact with their home security providers. Earning the Better Business Bureau’s highest ranking is a true testament to this work,” said Jeff Gardner, president and CEO of MONI. “We believe that every single interaction with customers is critical. Safety and satisfaction go hand-in-hand. It is my hope that home security providers across the industry also recognize this, positively impacting the moments that matter most to consumers.”
Further underscoring MONI’s customer-first approach is the Customer Bill of Rights introduced in January 2017 to provide unmatched transparency into MONI’s communications commitment to customers. No other home security company has worked to simplify access to customer service policies in this manner. The MONI Customer Bill of Rights details what to expect in the relationship between home security customer and provider, including:
- Speed of response times
- Access to local service and support
- Transfer of service to a new address
- Policy and contract details
- Ease of contract cancellation
- Customer feedback mechanisms
Communication is at the heart of MONI’s business. The company also recently announced a new interactive messaging hub to allow for more flexible communication with customers in the event of an alarm situation. This new technology, ASAPer, is designed to alert both customers and their emergency contacts “as soon as possible” when an alarm is triggered. An alert is sent to all account contacts on their mobile devices, inviting them to join a live chat to collaboratively coordinate the response. All emergency contacts are able to connect with the MONI central monitoring station so that the alarm can be confirmed or canceled, quickly and directly.
This emphasis on customer communication is why MONI was recently ranked highest in overall customer satisfaction among home security companies by J.D. Power. For more information about MONI and the full suite of smart, personalized home security solutions available, visit www.mymoni.com.
For a list of factors that influence the BBB’s ratings, visit https://www.bbb.org/council/overview-of-bbb-grade/. MONI has been a BBB Accredited Business since August 2011, meeting the BBB’s Accreditation Standards listed at https://www.bbb.org//council/for-businesses/about-bbb-accreditation/bbb-accreditation-standards/.
MONI, the new Monitronics, is a subsidiary of Ascent Capital Group, Inc. (NASDAQ: ASCMA), and is one of the largest home security alarm monitoring companies in the U.S. Headquartered in the Dallas-Fort Worth area, MONI secures more than one million residential customers and commercial client accounts with monitored home and business security system services. In 2016, MONI was ranked number one by J.D. Power in its Home Security Satisfaction Report. The company is supported by the nation’s largest network of independent Authorized Dealers, providing products and support to customers in the U.S., Canada and Puerto Rico.
* MONI Smart Security (formerly Monitronics) received the highest numerical score among 6 brands in the J.D. Power 2016 Home Security Satisfaction Report, based on 2,282 total responses, measuring the opinions of customers who purchased a home security system in the previous 12 months, surveyed August-September 2016. Your experiences may vary. Visit jdpower.com.