Vivint Smart Home has improved employee and customer satisfaction using Zinc. "We have an internal employee satisfaction score we measure every year, and we’ve seen a 50 percent improvement in employee engagement scores since deployment," shared Barborka . "In talking to the field, we learned there was a variety of factors that contributed to this, but Zinc was a big one."
The company’s field service net promoter score (NPS), which measures customer satisfaction for installation and service, is now in the 80s, which is one of the best scores in the industry. "The messaging system really helped promote high performance in our teams," Barborka said. "We talk about what happened and what we did on-site; if something didn’t go our way, we can discuss that immediately using Zinc."
The company also has more visibility into the communication habits of the workforce. "We’re starting to correlate performance with those communication habits," Christensen said. "That’s already having a big impact on how we develop our workforce. We’re gaining all sorts of interesting perspectives and insights by correlating those behaviors. Generally, we see that the folks who have higher communication levels are our higher performers."
The system (along with the other mobile technologies) has also contributed to efficiency increases. "Collectively, we’ve seen our time to service — the ability to get to the customer quickly when they call — drop by 37 percent in the past year," Barborka said. "We’ve also seen a reduction of 13 percent in service returns or second visits to complete a job." The company has also experienced a 23 percent reduction in returns of installs over the same time period.