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SSI 2021 Stellar Service Awards

Manufacturers and Suppliers

SSI 2021 Supplier Stellar Service Awards
Dear Security Sales & Integration Reader,

Please take a few minutes to help recognize superior customer service from your suppliers by completing this brief survey as part of SSI's Stellar Service Awards. All responses are kept anonymous. To be eligible to win one of two $100 Amazon gift cards, please provide your contact information at the end of the study.

Thank you!

In the "fill in the blank" question that follows, please write in the names of the MANUFACTURERS that you rate as the BEST for providing the service described in various categories (e.g., access control, video surveillance, intrusion detection, fire/life safety, etc.).

When voting please consider not just large manufacturers with a national presence, but also smaller suppliers whose major focus might be on "niche" products and/or those that might have a presence only in selected regions of the country.

Preceding the question are examples of the kinds of services and actions that would be included in each of the listed categories that follow. 


CUSTOMER SERVICE/GENERAL COMMUNICATION

  • Phone Availability (live or recorded)
  • General Courtesy
  • Speed of Response
  • Receptiveness to Feedback

TECHNICAL SUPPORT

  • Phone Assistance
  • Online Assistance
  • Virtual Chat

LEAD GENERATION

  • Online-fed Leads
  • Trade Show Leads

SALES/MARKETING ASSISTANCE

  • Support Literature
  • Demo/Display Units

RMR SUPPORT PROGRAMS

  • Service Plan Administration (i.e., assistance with selling. servicing, billing subscribers)
  • Security Monitoring Administration (i.e., assistance with selling, servicing, billing subscribers)

SOFTWARE (CRM and Back-Office Support)

  • CRM
  • Proposals
  • General Business Efficiency

WARRANTY POLICIES

  • Replacement Unit Availability
  • Extended Warranty Time Span
  • Repair Speed 
  • Scope of Coverage

SHIPPING POLICIES (non-warranty related)

  • Tracking/Communication
  • Costs
  • Quality Assurance
  • Speed
  • Will-Call Option

DEALER/INTEGRATOR WEBSITE

  • Dealer Password-protected Area
  • FAQ
  • Download Availability
  • Ease of Navigation
  • Tracking Orders
  • Live Chat

CONSUMER-FACING WEBSITE

  • General Consumer Information
  • FAQ
  • Download Availability
  • Ease of Navigation
  • Tracking Orders
  • Live Chat

TRAINING PROGRAMS

  • In-Person Product and System Training
  • Online Product and System Training

DEALER PROGRAM/INCENTIVES (Authorized Dealer Network with...)

  • Special Pricing
  • Special Products
  • Special Training
  • Special Credit Terms
DEALER PROTECTION POLICIES (Dealer protection against...)
  • Unauthorized Sales
  • Consumer-Direct Policies
  • Unauthorized Internet Sales
  • Brand Erosion
TRADE SHOW PRESENCE
  • Booth Design
  • Information Availability
  • Training/Education Opportunities
  • Contact Information/Data Capture
  • Virtual Events
SOCIAL MEDIA PRESENCE
  • Facebook Page -- Design and Content
  • Twitter Postings -- Frequency and Content
  • LinkedIn -- Professional Contact and Group Participation
  • YouTube
  • Instagram
  • Yelp and Similar Review Forums -- Monitoring
1. BEST Manufacturer for