Executive Summary

The aim of this research campaign for Vivint is to increase the customer service reputation of
Vivint. Vivint is known in the industry and the local business community (Provo, Utah) as a
solid corporate citizen; however, past research has shown the need for increased customer
satisfaction. Because of poor experiences with Vivints current customer service, the public has
formed a negative opinion of the company, based on misperception, misinformation and negative
stereotypes. Unless a long-term plan is implemented to increase customer satisfaction and
improve customer service, Vivint is at risk of losing current and potential customers. The main
opportunity of the research was to identify what was upsetting current customers and create
solutions to prevent similar problems from happening in the future.

Methods of research included (1) research on call center practices, (2) research on Vivints
products, past promotions and current customer service, (3) a focus group of current Vivint
customers, (4) an online survey sent to current Vivint customers and (5) an analysis of Vivints
current social media usage. The highest area of concern, according to survey results, is the
underutilization of the web chat and supporting online help features. The research draws
attention to the need for Vivint to update their customer service website and improve social
media communication with customers. This report includes solutions such as sending monthly
newsletters with Frequently Asked Questions answered, improving the customer service Twitter
account and decreasing the amount of transfers in customer service phone calls. These
recommendations were based on customer suggestions from the focus group and survey.