ADT Just Blew Up Their App UX and Customers Are More Than A Little Annoyed
ADT’s Pulse App has never been one of the most loved Smart Home management apps on the market. While ADT has struggled to make the app customers use to control their monitoring service better with new releases over the past few years, they have failed at every turn. Their most recent attempt was on 15 Jun 2017. In the last 6 days, ADT has received more reviews for the Pulse app than in the past year, over 2000 reviews, almost all negative.
As you can see, not only is ADT trailing behind the dominance of Vivint and Xfinity Home, but in the hearts and minds of their customers, the experience with the Pulse app went from bad to worse. What changed? What about the new version is driving ADT customers in droves to vent their frustrations at the App Store?
In the funnel diagram above, the red shows what percentage of the over 2000 reviews mention specific topics negatively, the tiny sliver of green is the positive mentions and the gray indicates the span of neutral topics within the reviews. Overall, consumers heap vitriol on the stability of the updates, highlighted a number of bugs. Most pointed were the complaints on the loss of login using TouchId on the iOS version of the Pulse App. Consumers also flamed ADT on connectivity issues as the system switched between LTE and WiFi networks, frustrations with frequent updates requiring repeated logins to reauthorize or rearm their ADT systems. In short, a disaster. ADT has a lot they can learn from their competitors on how to deliver a quality user experience to their customers. Given the growth in DIY and the more delightful alternatives in managed services, ADT could be in trouble in the coming months even as overall Smart Home growth is increasing.
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