Original Research 2021 SSI Monitoring Deep Dive Percentage Residential Customers Subscribed to Various Monitored Services Intrusion Cellular Communications Panic, Duress, Emergency Company Offers Professionally Monitored DIY Systems 26% YES NO 74% Close to a third of security dealers now offer DIY or self-installed systems that are then professionally monitored. This model, referred to by some as do-it-with-me (DIWM) or do-it-together (DIT), has continued to gain traction due to consumers' desire to minimize onsite visits due to the pandemic. Fire IP Communications Two-Way Audio Verification Video Verification GPS PERS or mPERS Private Radio Communications TeleHealth 49% 39% 32% 28% 20% 12% 12% 11% 9% 8% 7% The monitoring market has diversified to the point where less than one-half (49%) of residential customers have intrusion detection. Less than a third subscribe to fire alarm monitoring. The alarm verification methods of two-way audio and video add up to 24%. Percentage Commercial Monitored Accounts by Vertical Market Commercial Offices Retail 22% 20% Industrial Facilities and Warehouses 19% Financial Institutions Government K-12 Education Small to Midsize Businesses (SMB) Critical Infrastructure Healthcare Hospitality Houses of Worship Higher Education 15% 14% 14% 14% 13% 13% 12% 12% 11% Quick-Serve Restaurants/Convenience Stores 10% Elderly Homes/Facilities 8% Sports/Events/Entertainment Venues 7% By a 2-percentage-point margin, offices top retail stores/buildings as the leading commercial accounts monitoring source. As a symptom of the pandemic, SMB dropped from No. 2 to a tie for the fifth slot and quick-serve restaurants/c-stores slid from fifth to 13th place. Percentage Commercial Customers Subscribed to Various Monitored Services Intrusion Cellular Communications Fire Panic, Duress, Emergency IP Communications Network Health Video Verification 46% 36% 32% 31% 22% 16% 16% Remote Access Control or Video Doorman 14% Two-Way Audio Verification Remote Video Remote Video Guard Tour Private Radio Communications GPS 13% 12% 12% 11% 10% Aside from flipping fire and panic/duress, the top five here for commercial accounts mirrors residential ranking. Monitoring network health leaped from No. 10 in 2020 to No. 6 this time around. Concern Keeping Customers' Cellular Alarm Communications Current Extremely Concerned 17% Very Concerned 16% Concerned 23% Somewhat Concerned 27% Not Concerned at All 17% Fewer than two in 10 respondents are unconcerned about periodic migration needs to keep alarm systems' cellular communication paths current. The push to update all systems from 3G to 4G is ongoing with sunset due in 2022. The pandemic threw a wrench into the process by delaying some upgrades. 46 Security Sales & Integration AUGUST 2021 securitysales.comhttp://www.securitysales.com