Original Research 2021 SSI Monitoring Deep Dive Leading Causes of False Monitored Alarms (Causation Score) 1. Improper Disarming/Entry 498 2. Improper Arming/Exit 437 3. Lack of End-User Training 358 4. Equipment Failure/Malfunction 330 5. Weather-Related 316 6. Installation Issues (Professionally Installed) 277 7. Installation Issues (Installed by Customer, DIY) 266 8. Pets 248 Arming upon leaving and especially disarming upon entering premises are far and away the chief causes of false alarms say respondents. " Butt activations " notwithstanding, one would expect the increase in using mobile devices rather than an interior keypad for these functions would be decreasing the false activations. Most Important Third-Party Central Station Characteristics (rated 1-5, 1 = most important) 1. Customer Service (1.75) 2. Pricing (2.28) 3. Offers Leading Technologies & Services (2.31) 4. Operator Training (2.38) 5. Holds UL, FM and Other Certifications (2.48) 6. Redundancy (2.53) 7. Lets Dealers Keep Accounts (2.73) 8. Offers Dealer Support Program (2.91) 9. Local Monitoring Center (2.96) 10. Offers Administrative Services (3.01) 11. The Monitoring Association (TMA) Member Company (3.28) 12. Buys Accounts (3.60) Respondents remain quite serious about monitoring centers delivering top-notch customer services. On the move, however, is pricing (from No. 6 in 2020 to No. 2) and offering leading tech (No. 5 to No. 3). Operator training and certifications each dropped two rungs. SSI 48 Security Sales & Integration AUGUST 2021 securitysales.comhttp://www.securitysales.com