The Customer Experience
Vivint Products
Earnings Call
2025 Wins
2025 Pop Culture
100
A type of survey Vivint uses to collect feedback
What are tNPS, rNPS, cNPS, jNPS, Onboarding, and Exit surveys?
100
Our name for Vivint's panel (post-3G)
What is the Smart Hub?
100
Vivint's CFO, present on every earnings call and host of "Behind the Numbers"
Who is Bruce Chung?
100
Our total cNPS score for 2025
50
100
This global pop sensation finally got engaged to a well-known football player
Who is Taylor Swift?
200
The name of our newly launched survey platform
What is Forsta/InMoment?
200
Averaging 5.4 devices per Service, this is by far Vivint's most ubiquitous product
What are Door/Window sensors?
200
Expected to complete in Q1 2026, the acquisition of this company will greatly add to NRG's energy portfolio
What is LS Power?
200
An initiative focused on improving the onboarding experience, this program reaches out to new customers to discuss what Vivint can do to help
What is Welcome Manager?
200
This rapper told the world he "Not Like Us" with their Superbowl performance
Who is Kendrick Lamar?
300
The mathematical definition of NPS
What is percent of promoters minus the percent of detractors?
300
DAILY DOUBLE
Though they were still kidnapped by the Guardians of the Galaxy, this actor was able to was to view the intruders using the Vivint Doorbell Camera Pro and Smart Hub
Who is Kevin Bacon?
300
These three main financial metrics indicate high-level success or failure for investors in NRG
What are EPS (earning per share), Adjusted EBITDA, and Free Cash Flow before Growth (FCFbG)?
(100 points granted for each)
300
With App Banners and other focuses, CX has been working tirelessly improving this critical process all customers deal with
What is Billing?
300
Brining the 8-film franchise to a close, this film only had a modest performance at the box office
What is Mission: Impossible - The Final Reckoning
400
Excluding "Other", this is the top reason customers provide for voluntarily cancelling service via the Exit survey
What is Moving?
400
With a top-box score of 67% from our Onboarding survey, this product ranks highest in satisfaction
What is the Thermostat?
400
This number represents Vivint's YoY customer growth rate for 2025
What is 9%?
400
Focusing on P1 Complaints, CX has worked with various teams to bring down volumes by this much year-over-year
What is 14% (1,655)?
400
DAILY DOUBLE
This ugly plush figurine swept the globe in a craze and is on track to sell $1 Billion in revenue this year
What is Labubu
500
Being mentioned in 33% of all rNPS responses, this NLP category is the most mentioned, almost twice as often as the next
What is the Product category?
500
Announced on Monday 11/17, the new ODC Pro Gen 3 will include this new feature
What is RADAR (and AI)?
500
Rounded to the nearest billion, these are the estimates for Adjusted EBITDA and FCFbG for 2026
What are $4B - EBITDA and $2B - FCFbG?
500
Partnering heavily with VT and Customer Care, this program has the potential to produce this much in savings in 2026 (2 questions)
What is Diagnostic Engine and $1.5M?
(250 points each)
500
This tv drama surprised the world with a comeback series in 2025, 6 years after its original finale, but has already been cancelled due to low viewership ratings
What is Suits LA?