Customer Experience
Customer Experience Is at the Heart of Everything We Do
Security technology backed by real people.
At Alert 360, great security starts with the people who deliver it. The cameras, monitoring centers, and smart home tools matter, but what holds it all together is the team behind them, and the experience we work to give every customer.
We’ve been at this since 1973. Over five decades we’ve built our reputation by pairing dependable home security systems, business security solutions, smart home automation, security cameras, and professional alarm monitoring with service that actually answers when you call.
An NPS of 80, Which Means Customers Actually Recommend Us
Net Promoter Score is the standard for measuring how customers feel about a company. Alert 360’s NPS is 80, well above the average across most industries.
A score that high means our customers don’t just stay with us. They tell their neighbors, their family, and their colleagues about us. That kind of trust isn’t earned through advertising. It’s earned through years of showing up.
A 16-Second Average Response Time, and We Resolve the Call
When you call us, you should not be on hold. Our average response time across customer support and monitoring is sixteen seconds. That’s it.
When we answer, our team resolves the issue on the first contact eighty-four percent of the time. That’s our first-call resolution rate, and it’s well above what’s typical in the industry. Quick answers, clear next steps, and a real person on the other end of the line. That’s the standard we hold ourselves to.
More Than 1,000 People, Most of Them Long-Tenured
Over a thousand Alert 360 employees show up to work every day to support customers. Monitoring specialists, customer care representatives, field technicians, and local branch teams across the country.
The average Alert 360 employee has been with the company for nearly eight years. That kind of tenure is unusual in our industry, and it shows up in the experience customers have on every call: people who know the technology, know the systems, and know how to help.
When you call in, when a technician arrives at your door, or when your alarm signals our monitoring center, you’re working with people whose job is to make sure your protection holds up.
U.S.-Based Five Diamond Monitoring Since 2018
Our central monitoring centers are based in the United States and carry the TMA Five Diamond designation, the highest certification in the monitoring industry. We have held that certification continuously since August 2018, and our monitoring operations have been UL Listed since 2000. Operators are trained to act fast and accurately on every alarm signal.
The centers run 24 hours a day, every day of the year. There is no day we go offline.
Millions of Alarm Signals, Processed Around the Clock
Alert 360’s monitoring centers processed more than 6.6 million alarm signals in 2025. That works out to roughly 127,000 every week, or about 18,000 every single day, handled by trained operators in our U.S.-based central stations.
Every signal matters. Every signal gets a response. Scale does not mean shortcuts.
Customers Who Stay for Decades
The average Alert 360 customer stays with us for more than ten years. In an industry where churn is common, that number stands out.
It’s a quiet way of measuring trust. People don’t pay for ten years of service from a company that does not deliver.
Moving? Our Smart Move Program Goes With You
Life changes. People relocate. The most common reason customers cancel any security service is moving, not dissatisfaction.
So we built the Smart Move Program. Wherever you go, we’ll do our best to bring your service with you. Same monitoring, same technology, same support team. No starting over.
A Customer-First Approach Since 1973
Alert 360 is one of the largest security companies in the country, and we run with the resources of a national provider. We also stay close to our roots: local branches, local technicians, and an A+ accreditation from the Better Business Bureau that we’ve held since the founding in 1973.
Every decision we make comes back to one thing. Put the customer first.
Common Questions
Why do customers stay with Alert 360 for so long?
Most customers stay with us for more than ten years. We earn that loyalty through dependable service, fast response, and showing up the same way year after year. When customers do face a life change, like a move, our Smart Move Program lets them keep their service instead of starting over with another provider.
Is Alert 360 alarm monitoring available 24/7?
Yes. Our central monitoring center is staffed 24 hours a day, every day of the year, and our Video Shield team responds to live video events around the clock. Sales and general customer support follow regular business hours.
Does Alert 360 use AI or live customer support representatives?
When you call Alert 360, you reach a trained, real person on the other end. We have more than 1,000 employees across monitoring, customer care, field service, and local branches.
Where are Alert 360 monitoring centers located?
In the United States. Our central monitoring centers carry the TMA Five Diamond designation, which is the highest industry certification in professional alarm monitoring. They operate 24 hours a day, 365 days a year.
How quickly does Alert 360 answer customer calls?
Our average response time across customer support and monitoring is sixteen seconds. We hold ourselves to that standard because customers calling about their security should never be on hold.
What is Alert 360's first-call resolution rate?
Eighty-four percent. When customers call us about an issue, our team resolves it on the first contact eighty-four percent of the time. We track this because it is one of the clearest measures of whether customer support is actually working, and it is well above what is typical in the industry.
How many alarm signals does Alert 360 process every year?
More than 6.6 million in 2025, or roughly 127,000 every week. Every signal is reviewed and acted on by trained operators in our U.S.-based central monitoring stations.
How long has Alert 360 been Five Diamond and UL Listed?
Our central monitoring center has carried the TMA Five Diamond certification continuously since August 2018, and our monitoring operations have been UL Listed since 2000. Both are independent third-party certifications for professional alarm monitoring.
Talk to Us
If you’re looking at home security systems, business security solutions, security cameras, smart home automation, alarm monitoring, or access control systems, we’d like the chance to earn your business.
Call us at (833) 360-1595, or request a quote online. We’ll take it from there.