Customer Satisfaction 2014 Annual Report

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Customer Satisfaction

2014 Annual Report

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2 // Customer Satisfaction www.tycosimplexgrinnell.com

Dear Customer,

Customers are the lifeblood of our business. We strive every day to exceed your expectations — by delivering top-quality solutions and services that protect your environment and create value for your operations. To achieve these objectives, we must continuously gather feedback from customers. We have to understand your perspectives on how we are doing — and what we need to do better. That is the impetus behind the long-standing program through which we survey thousands of customers each year who have received service from us. The goal is to gauge our success in meeting customer needs, collect firsthand insights to improve our service execution and inform our technology roadmap for the future.

Once again this year, we have produced a Customer Satisfaction Annual Report. For the first time, the report reflects the customer satisfaction results across our entire North American footprint — covering Tyco SimplexGrinnell surveys in the United States and Tyco Integrated Fire & Security surveys in Canada. We tracked our performance against a number of key metrics while also collecting more than 48,000 verbatim customer comments. Net Promoter Score®_{(NPS), a widely accepted standard that measures the}

willingness of customers to recommend a company to others, remains our primary customer loyalty metric. While encouraged in many respects by our 2014 results, we know the work of satisfying customers and improving the customer experience is never done. With that in mind, we remain intensely focused on delighting our customers and delivering a consistent, best-in-class experience across all of our 150 district offices. I am excited to report that we are making significant investments in technology to strengthen our ability to serve the evolving needs of customers in an increasingly connected world. Simply put, we are developing a comprehensive suite of technology-enabled services, solutions and mobile applications. The goal is to use technology to simplify our business, enhance the service experience, and help you fulfill your core mission, improve operational efficiency and compete more effectively.

We introduced a number of these advancements in 2014, and our commitment to technology and innovation will grow even stronger in 2015 and beyond (see Technology & Innovation overview on page 9). In support of our technology vision, we will be leveraging Tyco On — an integrated, cloud-based platform for delivering smart services and supporting intelligent operations. Through the Tyco On platform, we will transform our ability to provide game-changing services and solve the critical problems faced by our customers.

On behalf of Tyco SimplexGrinnell and Tyco Integrated Fire & Security, Canada, I extend our thanks and appreciation to everyone who shared your thoughts, opinions and perspectives. We value your business, and promise to continue our efforts to deliver a superior customer experience and earn your trust — today and every day.

Regards,

Bob Chauvin President

Message

to Our Customers

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Comprehensive

Protection Across

North America

At Tyco, we advance safety and security by finding smarter ways to save lives,

improve businesses and protect where people live and work.

In North America, that customer promise is fulfilled through the work of key Tyco businesses that include Tyco SimplexGrinnell and Tyco Integrated Fire & Security, Canada. These businesses provide a comprehensive range of fire protection, security and life-safety solutions and services. We have the expertise to deliver customized solutions in all types of markets. Each and every day, we work closely with customers to understand their needs, solve their problems, and achieve their safety, security and business goals.

Tyco SimplexGrinnell, a longtime leader in fire protection and life safety, serves the U.S. market. With one million customers and a history that dates back to the mid-1800s, Tyco SimplexGrinnell offers a comprehensive array of fire alarm, sprinkler, suppression, emergency communications, integrated security, sound and communications, and nurse call systems and services. We have 8,000 employees in the United States and a network of 130 company-owned offices to bring local expertise and support right to your door. Tyco Integrated Fire & Security, Canada is a market leader, providing comprehensive fire protection, security and life-safety solutions for businesses and large enterprises across Canada. We provide single-source solutions with a portfolio that includes fire alarm, sprinkler, suppression, healthcare and emergency communications, access control, intrusion, video and monitoring. Our 2,000 employees, across 35 local offices, help protect over 100,000 Canadian businesses and institutions.

In all of our Tyco businesses, we hold ourselves to the highest standards of governance and ethical conduct. We embrace the Tyco values of integrity, excellence, teamwork and accountability and the Tyco vision of Zero Harm to people and the environment. And we take great pride in our ongoing efforts to build a customer-focused culture and serve our communities under the Tyco Cares brand.

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3 // Customer Satisfaction www.tycosimplexgrinnell.com

Voice of Our

Service Customers

“SimplexGrinnell builds a relationship with you.”

Chris Daley, Director of Security, County of Bucks, Pennsylvania

“Quality, knowledge and timely customer service are

why I choose to work with Tyco Integrated Fire & Security.”

Len Reinhart, Warehouse Supervisor, Gentek Building Products

“I can trust SimplexGrinnell to meet and exceed code.”

Duncan Murray, Building Operations Coordinator, Agrium Inc.

“They manage their business like a true partner.”

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“SimplexGrinnell offers cutting edge technology.”

Tim Dodge, Facilities Planner, Missouri Southern State University

“SimplexGrinnell’s fire alarm inspection reports are professional,

consistent and complete.”

Ken Nelson, Director of School Facilities, Rush-Henrietta Central School District

“At SimplexGrinnell, installation, service and inspections are done right the first time.”

Earl Cheatham, Site Services Manager, Bonar Inc.

“The customer service at Tyco Integrated Fire & Security is

amazing. Your service options far exceed what we had before.”

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ENJOYABLE

EASY

MEETS NEEDS

Figure 2 Summary of 2014 key performance metrics, based on direct customer feedback

Figure 1 Forrester Customer Experience Pyramid

In 2014, 14,000 customers were randomly selected from among all customers recently served and asked by our vendor (Confirmit) a series of questions about their most recent service transaction and their overall experience with Tyco Integrated Fire & Security and Tyco SimplexGrinnell.

A customer’s willingness to recommend, often expressed as Net Promoter Score®_{or NPS,}

remains our primary customer loyalty metric. And during 2014, 82% of those 14,000 customers surveyed indicated they were either willing or highly willing to recommend Tyco Integrated Fire & Security and Tyco SimplexGrinnell to others.

Customer

Service Survey

Willing to Recommend

82%

Ease of Doing Business

86%

Continue Doing Business

86%

Satisfaction With Service

88%

Quality of Work

93%

The Forrester Customer Experience Pyramid shown in Figure 1 represents three other key indicators we used to measure how well we are meeting customers’ needs and creating an experience that would result in their recommending Tyco Integrated Fire & Security and Tyco SimplexGrinnell to others. Eighty-six percent of our surveyed customers considered us easy to do business with, while 88% of those surveyed believed we are meeting (or satisfying) their needs, a strong testament to our solid performance at the first two levels of the customer experience pyramid. With 93% of customers surveyed telling us that we delivered a quality service experience and 86% expressing their likelihood to continue doing business with Tyco Integrated Fire & Security and Tyco SimplexGrinnell, we feel that we have captured the essence of the customer experience as an enjoyable one. While achieving service delivery excellence is always a work in progress, we feel our solid performance against these key drivers of customer satisfaction demonstrate our commitment to maximize the value we deliver to our customers.

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// Real-Time Customer Service Response

We use Confirmit’s CustomerSat Enterprise Feedback Management System to bring real-time notification and access to all our customer survey responses and metrics. Survey notifications are automatically distributed to designated field office management the day after a survey response is received, allowing for their prompt access and review of the data.

// Action Management

Tyco recognizes service recovery to be an essential component of our customer experience. We also know that how well we respond to our mistakes defines and distinguishes us from other service providers. Therefore, we have had a long-standing automated process to ensure that special notifications are distributed to the affected local office when a customer’s response to certain survey questions is low and/or contains verbatim comments that warrant follow-up action. Case alerts are automatically generated and sent directly to affected office management for prompt customer follow-up and resolution. In addition, we track service recovery and have a built-in escalation process for cases that appear to be taking longer than the nominally allowed service recovery time. This process ensures that we remain fully focused on customer issues.

// Verbatim Comments Drive Process Improvement

While our survey results remain encouraging, they must be balanced against Tyco’s commitment to continual improvement in customer satisfaction and our overall customer experience. That’s why our surveys are designed to capture both quantitative ratings and qualitative comments from our customers. During 2014, our Tyco Integrated Fire & Security and Tyco SimplexGrinnell organizations received over 48,000 customer comments about service delivery in 14,000 surveys. We continued our practice of focusing on customer verbatim feedback through our NICESM_{Workshop Program,}

delivering 26 additional workshops in 2014.

Responding to Customer Feedback

QUALITATIVE

FEEDBACK

ANALYSIS

LOYAL

CUSTOMERS

Success

Celebrated ResolvedProblem Employee

Recognized ContactedCustomer Customer

Recognized ManagerAlerted

CUSTOMERS

SURVEYED

HI

GH

S

CO

RE

S

LO

_W

S

CO

RE

S

Survey Closed-Loop Feedback Process

// Next Improvement in Customer

Experience (NICE

SM

) Workshops

NICE workshops bring field office management and front-line employees together in a forum that focuses on survey feedback derived from their specific customer base over the past year. Together, they analyze that survey feedback to identify recurring themes within the pain points experienced by customers, which serves as the basis for development of a service delivery improvement plan.

Action plan relevance and execution then become the focus of a recurring series of progress reviews. This process fosters commitment to help drive a series of “next” improvements in service delivery— keeping our entire organization focused on the present, yet always looking forward to that next customer experience improvement.

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Madison Square

Garden

Madison Square Garden (MSG) is a multipurpose indoor arena located in Midtown Manhattan, atop Penn Station. Named “Coolest Arena” in the United States by Rolling Stone and “Venue of the Decade” by

Billboard, “The Garden” is the home of the New York Knicks, New York

Rangers and New York Liberty and serves as the backdrop for the biggest names and events in the world of entertainment.

In 2011, Madison Square Garden launched a top-to-bottom three-year transformation to create a modern, technologically advanced, world-class venue. We were honored when Tyco SimplexGrinnell—already a trusted fire protection and life-safety partner for MSG—was selected to install state-of-the-art fire alarm and security systems to help protect this iconic arena and its patrons.

Our team of experts completed this challenging systems installation and integration project on time and without interruption to the Garden’s operations. At Tyco SimplexGrinnell, we are passionate about protecting what matters most. And we take pride in helping create a safe, secure environment for The World’s Most Famous Arena.

Visit www.tycosimplexgrinnell.com to view a video about Tyco SimplexGrinnell’s contributions to the MSG transformation.

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“They chose Tyco because they trusted us to deliver

what they needed on time, and we pulled through.”

Scott Isler, District General Manager Tyco SimplexGrinnell

“We built a system to be fluid and flexible enough

to move with Madison Square Garden’s changing

needs and requirements.”

David Reading, Service Department Foreman Tyco SimplexGrinnell

“Tyco has the right resources, the

right technology and the right people

to implement a reliable project and

provide continuous service.”

Kay Lee, Business Development Manager Tyco SimplexGrinnell

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A Comprehensive Suite of

Technology-Enabled Solutions and Services

Tyco SimplexGrinnell and Tyco Integrated Fire & Security, Canada, continue to make great strides in leveraging technology to better serve and support our customers. We have developed a comprehensive suite of technology-enabled solutions, services and applications that work in unison — providing best-in-class protection, improving the customer experience, and bringing game-changing value to your operations and your business. Here’s an overview of the array of integrated technologies we deploy on behalf of customers.

// Wireless Mobile Technology Applications

We are implementing innovative mobile technologies that help us work faster and more efficiently — and use connectivity to provide a higher level of service to our customers. These advancements include cloud-based Internet of Things (IoT) technology that enables our technicians to conduct inspections faster, more precisely and with less disruption for our customers. Using iPhones and mobile applications, we can now provide real-time, on-the-spot quotes for life-safety system deficiencies. The technology speeds the repair process, enables a better customer experience and helps us keep your systems in top working order.

// Electronic Inspection Reporting

We provide electronic inspection reporting solutions that streamline life-safety system inspections and support your code compliance efforts. In addition to speeding the inspection process, our technology solution generates electronic reports specifically formatted to meet the requirements of NFPA, The Joint Commission and other organizations.

// Customer Portal

Many customers appreciate the benefits of our online customer portal, which provides secure, real-time access to system information and customized reports. Customers can mine their own data to develop informative reports. They can also place and review service requests and view service history, archived inspection reports and invoices. We continue to plan new functionality to move our portal forward and better serve customer needs.

// TrueInsight Remote Service

TrueInsight Remote Service is a cloud-based IoT diagnostic technology that alerts our special remote service technicians to issues with a customer’s fire alarm system. Technicians use their expertise — and the fire alarm panel diagnostic information — to pinpoint the root cause of the issue and identify the parts required for a local Tyco SimplexGrinnell technician to fix it in one visit. The first-time fix rate for TrueInsight customers is nearly 90%. The remote service technicians can also identify upcoming predictive maintenance needs, such as smoke detectors that will soon need cleaning to prevent them from causing a system trouble or nuisance alarm.

Technology

and Innovation

// SIMPLEX ES Products

Many of our innovative solutions leverage the advanced technology of SIMPLEX ES fire alarm products. We offer SIMPLEX ES-enabled fire alarm panels for all types of applications. The value-added technologies enabled by our ES products include TrueInsight remote diagnostics and intelligent TrueAlert notification appliances with self-testing capabilities.

// Looking Forward: Leveraging the

Tyco On Platform

In an age where more and more devices are being connected to the Internet, we have a forward-looking strategy and a vision to put advanced technologies to work on behalf of our customers. That is why we are introducing Tyco On — an integrated, cloud-based platform that supports smart services and intelligent operations. Tyco On will help us leverage the power of the billions of devices connected to the Internet, by tapping data and analytics to enhance the solutions and services we provide to customers.

Tyco On represents the future in the services business. It will take us forward, enabling a new generation of smart services and transforming our ability to help customers fulfill your core mission, improve your operations and succeed in your marketplace.

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“SimplexGrinnell sets the standard for fire alarm.”

Tony Stanley, Manager Construction Services, Service One, Inc.

“SimplexGrinnell is second to none.”

Rob Thompson, President, RT Electric, LLC

“SimplexGrinnell is very responsive to our needs.”

George Diebling, President, Diversified Electrical Services

Voice of Our Electrical

Contracting Customers

“The products and services provided by SimplexGrinnell are extremely reliable.”

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“I’m extremely satisfied with the quality of our

installation by Tyco Integrated Fire & Security.”

Travis Paddley, Branch Manager, Westburne Electric

“[They] know how to market, sell, design and engineer, bid, start up and commission.”

Tom Heasley, Vice President, Special Projects, Superior Electric Great Lakes Company

“SimplexGrinnell has great expertise and competitive pricing.”

Rick Simpson, Senior Project Manager, Prime Electric, Inc.

“The integrity of Tyco Integrated Fire & Security

representatives has been outstanding.”

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// Customer Surveys Are Integral to Our Business

Customer satisfaction surveys are an integral component of our business at Tyco SimplexGrinnell and Tyco Integrated Fire & Security. We surveyed nearly 14,000 customers who received on-site services from us in 2014 and are working to continually improve customer satisfaction and the overall customer experience. Key indicators of customer satisfaction remained strong during 2014, and we are pleased to have been recognized for our performance by Confirmit, the leader in software and services for enterprise feedback management and market research.

// ACE (Achievement in Customer Excellence) Award

We’re pleased that Tyco SimplexGrinnell and Tyco Integrated Fire & Security were selected by Confirmit to receive the annual 2014 ACE (Achievement in Customer Excellence) Award. This award recognizes companies that demonstrate excellence in the rigorous application of feedback processes and outstanding performance measured by those processes. Tyco SimplexGrinnell and Tyco Integrated Fire & Security were among only 43 organizations found to be highly committed to customer, employee and partner satisfaction as determined by customer surveys conducted during 2014. Based on a question regarding customer satisfaction with their most recent service experience, Tyco SimplexGrinnell and Tyco Integrated Fire & Security achieved a mean score of 8.9 out of a possible 10 points, well above the 8.2 score required to qualify for the award. We are proud to see that our valued customers trust our dedication to helping them reach their objectives.

Recognition

// ACE Award for Best Use of Feedback Solutions

As part of the 2014 ACE Awards, Tyco SimplexGrinnell also received the Best Use of Feedback Solutions Award, which recognizes leading organizations that best use feedback to drive positive business change, enhance processes and increase return on investment. Tyco SimplexGrinnell earned honors for Best Use of Innovation in Customer or Employee Engagement for demonstrating the greatest innovation in the application of its feedback solution, in an effort to strengthen customer and employee engagement.

“We’re consistently impressed by

the determination and steadfast

commitment to outstanding

achievement in customer satisfaction

demonstrated by Tyco SimplexGrinnell

and Tyco Integrated Fire & Security.

We are proud to partner with

organizations that strive for

excellence and see true value in

customer and employee engagement.

We look forward to the continued

success of Tyco SimplexGrinnell and

Tyco Integrated Fire & Security.”

—Henning Hansen CEO & President, Confirmit

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Every day, 10,000 employees of Tyco SimplexGrinnell and Tyco Integrated Fire & Security come to work with a passion

for protecting what matters most. Our employees take great pride in knowing that they make a difference in the world

by helping safeguard people and property. Following are just a few examples of how our employees put customers first

by understanding your needs, executing with excellence and working across boundaries.

Our Passion

to Protect

My passion is superior customer service.

Nothing is more important than our customers. I live by that principle every day as a Customer Care Representative in the Sacramento District Office.

I was very proud when my one of my customers wrote to say my positive attitude and customer service skills had renewed her confidence in Tyco SimplexGrinnell. They now consider us their “go to” partner for all fire protection and life-safety services. To me, that’s what customer care at Tyco is all about.

Shawn Dorrough, Customer Care Representative, Tyco SimplexGrinnell

My passion is developing partnerships and trust.

A great customer experience isn’t accomplished by merely selling a product or service. That’s why I take the time to listen to our partners and assume ownership of their needs— even if it means drawing upon other Tyco resources to optimize the results.

It’s about developing strong relationships and working directly with colleagues and customers in an effective way that will accomplish a common goal.

David Johnson, Electronic Systems Sales Representative, Tyco SimplexGrinnell

My passion is building a culture of teamwork and excellence.

To meet our goals and grow our business, we have to work together and be passionate about serving our customers. Having all levels of our organization ensuring the commitment is understood and delivered is what sets us apart. We are “BETTER TOGETHER.”

That’s the type of culture we are building in the Calgary office. By being engaged and focusing on excellence, we are making a difference for our customers and Tyco.

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© 2015 Tyco SimplexGrinnell LP. All rights reserved. Tyco, Simplex, SimplexGrinnell, Tyco SimplexGrinnell and the product names listed in this document are marks and/or registered marks. Unauthorized use is strictly prohibited. All other marks are the property of their respective owners.

Net Promoter, NPS and Net Promoter Score are trademarks of Satmetrix Systems, Inc., Bain & Company, Inc., and Fred Reichheld. License numbers available at www.tycosimplexgrinnell.com or by contacting your local Tyco SimplexGrinnell office.

Printed in USA.

All other marks are the property of their respective owners.

// Tyco SimplexGrinnell

50 Technology Drive Westminster, MA 01441-0001 Tel: 978.731.2500 Toll-free: 1.800.746.7539 tycosimplexgrinnell.com

/// Tyco Integrated Fire & Security

2400 Skymark Avenue Mississauga, ON L4W 5K5 Canada Tel: 905.212.4400 Toll-free: 1.800.565.5400 tycoifs.ca MC100-2015-008 0415

// Your Needs Drive Change

We can meet our commitment to delivering superior customer service only if we hear from you. Your needs drive our change, and your voice makes a difference. Please visit us at the URLs below and click on the “Contact Us” link to provide your feedback.