Systems integrator STANLEY Security on Tuesday released its “2020 Industry Trends Report,” which includes survey data from 480 security decision-makers at enterprise businesses across North America and Europe.
The report shows how the industry has shifted with regards to technology adoption as well as explores what security leaders view as their most pressing challenges heading into 2020.
“We’re entering a new era of security in 2020 – one that is defined by change, disruption and innovation,” Matthew Kushner, president of STANLEY Security, said in a statement discussing the report’s findings. “This report offers a deeper look into the demands, expectations and pain points of security professionals, as well as the emerging trends that we expect will change the way businesses view and manage their security.”
Pain Points and Integrator Satisfaction
Among the top five pain points for businesses which respondents ranked as having high importance but where they had received low satisfaction included; value for money; overall reliability; overall customer service; quality of products and services; and, having a security provider that understands their business and security needs. Additionally, when selecting a security provider, respondents said that they placed the highest value on (in order from one through five); response time; customer service; repair services; accreditation and certifications; and, ease of reporting.
The survey also asked security leaders how likely they were to recommend their security provider to a friend or colleague, which the report converted into Net Promoter Score (NPS), a metric used to capture end users’ overall satisfaction and perception of a brand. The global industry average NPS was 26% with scores across 12 countries ranging from as low as 4% (Netherlands) to as high as 47% (United States)
Trends and Technology
Aside from gathering data on what end users view as their biggest obstacles and satisfaction with their integrator partners, the report also delves into other trends that are expected to play a significant role in shaping the security industry moving into 2020 and beyond. Among the technology trends, products and services that end users say will impact their businesses the most are:
- Security-as-a-Service (SaaS);
- Remote Services;
- Cloud Technology;
- Big Data;
- Network Security;
- Machine Learning;
- Stricter Access Control Requirements;
- Monitoring Automation;
- Customer Experience Transformation;
- And, Programmatic Evolution.
Other report findings included:
- More businesses are seeking alarm verification solutions – 15% of traditional alarm systems are audio- or video-verified.
- Alarm activity is increasing over time – There was a 12% increase in alarm events from 2016-2019 among retail customers with more than 100 store locations.
- More businesses are asking for open/close reports – 61% of national accounts subscribe to PIN management services.
For more information about the report or to download a full copy, click here.
