DALLAS—Last September, when Monitronics changed its name to MONI Smart Security, it also said it would be pushing its brand toward consumers more. In line with that, MONI started a new initiative: its Customer Bill of Rights.
“Products and price are relatively similar across companies within the industry. The true differentiator, in this industry, can be customer experience,” Jay Autrey, recently promoted chief customer officer at MONI, told Security Systems News. “We want to be disruptive when it comes to the customer experience in the home security industry.”
According to the company, customers have the right to local service, easily moving their system to a new location, understand their contract, voice their opinions, have all issues addressed in one business day and a simple cancellation process.
The company relied on customer feedback, as well as a collaborative effort from dealer support and customer service organizations within MONI, to identify the most important customer rights.
Moni has in the last nine months been instituting more channels for direct customer feedback, Autrey said, and can use that information to gauge whether or not it is upholding the customer’s rights.
The company wants to “make sure that customers fully understand what they can expect from MONI, up to choosing us but obviously [also] well after choosing us.”
Chief customer officer is a newly created role at MONI, and Autrey said that the role shows a commitment to customer service, both internally and externally.
MONI is also looking to improve relations with customers by more frequently contacting them and giving them information on new products and services, Autrey said, which was a request the company heard from customers.