Pacific Security Group’s Australian Achiever Awards result recognises a 95.35% customer satisfaction score and Queensland State Winner status.
The 2026 result: Queensland State Winner with 95.35% customer satisfaction
Pacific Security Group was named the Queensland State Winner in the Electronic Security subcategory of the 2026 Australian Achiever Awards, with a customer satisfaction score of 95.35% within the broader Security Industry Services & Supplies category. The judging process was completed on 25 May 2026, and the result was announced in Pacific Security Group’s May 2026 media release.
The result recognises the standard of service reported through the awards process. It is a specific state and subcategory result at a point in time, not a general ranking across every type of security provider or every Australian business. The published details can be summarised as follows:
• Award program: 2026 Australian Achiever Awards
• Industry category: Australia’s Security Industry Services & Supplies
• Subcategory: Electronic Security
• Result: Queensland State Winner
• Customer satisfaction score: 95.35%
• Judging completion date: 25 May 2026
The award reflects assessed customer service. It is not a technical certification, and it does not guarantee that a particular system will prevent every incident. The suitability of alarms, cameras, access control or other measures still depends on the property, its operating patterns, the people using it and the required response process.
Why recognition in electronic security matters
Electronic security covers the systems used to detect events, manage entry and provide visibility across a property. Depending on the site and scope, this can include alarm systems, CCTV, access control and related equipment.
The distinction matters because electronic security service extends well beyond supplying hardware. Customers often need help to clarify the purpose of a system, organise installation, understand how it operates and resolve issues after commissioning. A camera may need adjustment after a shop layout changes. An alarm event may require timely follow-up. Access permissions may need updating when staff or contractors leave. These interactions decide whether a system stays practical for the people responsible for using it, which is exactly what a customer-rated award measures.
How the Australian Achiever Awards assess customer service
The Australian Achiever Awards assess customer service using ratings obtained from a business’s own customers. The awards describe their system as independent and unbiased, with customer feedback forming the basis of the assessment rather than the business rating itself. At the time of the 2026 judging process, the awards were in their twenty-ninth year.
Customer service in electronic security is broader than the equipment supplied. Customers experience how clearly their needs are discussed, whether appointments and follow-up occur as expected, how carefully work is handled and whether staff respond constructively when an issue arises. These service factors affect how confidently people use and maintain an alarm, CCTV or access control system. The assessment is not a technical inspection or a declaration that every security system suits every site. It provides a structured measure of the service experiences reported by participating customers.
The eight criteria behind the final score
The awards score eight customer service criteria separately. Each criterion receives a percentage rating, and the ratings are combined to produce the final result.
• Time-Related Service: how the customer experiences timeliness, scheduling and the handling of service requirements.
• Addressing Client Needs: whether the business listens to the customer and responds to the requirements raised.
• Care and Attention: the care shown in carrying out work and dealing with the customer’s property or concerns.
• Value: the customer’s assessment of the value received from the service provided.
• Attitude: how customers perceive the approach, conduct and willingness of staff to assist.
• Communication: whether information is clear, timely and directed to the appropriate people.
• Overall Perception: the customer’s broader view of the business after the complete service experience.
• Referral: the customer’s willingness to recommend the business to others.
Assessing these areas separately gives the final score more context than a single satisfaction question. For a security provider, strong communication may include explaining completed work and setting clear expectations. Addressing client needs may involve understanding how staff, residents, visitors or contractors actually use a property before discussing a solution. Time-related service may include how appointments and follow-up are managed. The criteria measure the customer’s experience of these matters, not compliance with a technical standard.
How the score compares with the exceptional-service benchmark
The Australian Achiever Awards regard an overall result above 80% as exceptional and reflective of outstanding customer service. Pacific Security Group’s 95.35% is the amalgamated result across all eight criteria, rather than a score for one isolated aspect of service. This combined figure underpins the company’s standing as a 2026 Australian Achiever Awards Winner. It reflects the combined customer ratings for timeliness, needs, care, value, attitude, communication, overall perception and referral.
As with any customer service award, the result records feedback gathered for that assessment period. It indicates a well-run business where satisfied customers report positive experiences, but it does not guarantee a particular outcome for every future customer, installation or service request.
What customers said about their experience
Customers whose feedback was provided to the Australian Achiever Awards highlighted four consistent aspects of their experience with Pacific Security Group: clear communication, organised service, attentive follow-up and practical support. Their comments covered work across different operations, alarm system events, CCTV installation and assistance with technical issues.
Clear communication and well-organised service
One customer who had engaged Pacific Security Group several times across different operations said communication impressed them most. They described the procedures as well organised and said they were directed to the right people at the right time. The customer also recognised Tracey in the office for developing solutions when issues arose and going beyond what they expected.
This type of coordination matters in electronic security because a single request may involve office staff, technicians, site contacts and external parties. Clear handovers reduce confusion about who is responsible for the next action. They also keep practical details visible, such as the affected location, the system issue, access arrangements and the person authorised to make a decision.
Follow-up on alarm events and technical issues
Another customer described follow-up when their alarm system was not turned on. They reported receiving a call within minutes and said Tracey followed up with technicians when required. The customer also noted that the team stayed across technical issues, including power surges.
Alarm support is not limited to installing equipment. An alarm event or irregular system condition may require confirmation, escalation or technician involvement, depending on the system and the agreed response procedure. Current contact details and clearly assigned responsibilities remain important. Response arrangements and timeframes vary by site, event type and service agreement, so one customer’s reported experience should not be treated as a universal response guarantee.
Careful CCTV installation, explanation and support
A shop customer said they were very happy overall with cameras installed by Pacific Security Group. The technicians took time to install the equipment properly and explain what had been done, and issues were rectified promptly, including assistance with a password request that sat outside the original scope.
The explanation provided at handover can be as important as the physical installation. Authorised users need to understand the controls relevant to their role, how to review footage and who to contact if something changes. Without a clear handover, useful functions may go unused and routine requests can become harder to resolve. Passwords and recorded footage should remain limited to authorised people under the property’s own access and privacy arrangements.
Prompt assistance and practical problem-solving
A further customer described the service as prompt and efficient. They said staff were friendly, willing to discuss issues and focused on finding solutions, with strong customer service across the team.
Practical problem-solving becomes more relevant as a security system ages or the site changes. A new staff member may need approved access, a camera view may be affected by a changed shop layout, or an alarm issue may need investigation. Effective support starts by clarifying the problem, identifying who has authority to approve changes and determining whether the matter can be resolved through user guidance or requires an on-site technician.
Why customer service matters throughout the life of a system
Customer service decides whether a security system remains practical, understood and suited to the property over time. Equipment is only one part of the result. The provider must first understand the site, communicate clearly during installation and remain available when faults, users or operating requirements change.
Understanding site needs before recommending a solution
A useful recommendation starts with how the property is actually used. This includes the main entry points, operating hours, restricted areas, typical visitor movement and the people responsible for responding to an alarm or access event. Existing equipment, wiring, communications and plans for expansion also affect the appropriate scope.
Without this assessment, a technically capable device may still be poorly matched to the site. A camera could miss a side entrance because attention was placed only on the front approach. An access-control arrangement could create delays at a warehouse loading dock if staff, contractors and drivers have not been considered separately. A monitored alarm may be less useful if the response procedure contains outdated contacts.
Good service at this stage means asking specific questions, explaining practical limits and documenting assumptions. The resulting proposal should identify what is included, what existing infrastructure may be reused and which conditions require confirmation on site. It should not suggest that any alarm, camera or access system can prevent every incident.
Communication during installation and commissioning
Clear communication becomes especially important once work begins. Property owners and operational managers need to know which areas will be affected, how access will be managed and whether installation may interrupt normal activity. In an occupied business, this can mean coordinating work around customers, deliveries or restricted areas.
Commissioning is the process of checking that the completed system operates as intended. It may include confirming camera views, testing authorised credentials, checking alarm signals and verifying the agreed response contacts. These checks should reflect real site conditions rather than simply confirming that each device powers on.
The handover should also explain ordinary user tasks in plain language. Relevant users may need to know how to arm and disarm an alarm, review permitted footage, use an intercom, manage approved access permissions or report a fault. Responsibilities should be clear, particularly where a landlord, tenant, strata manager or monitoring provider controls different parts of the system.
Ongoing support when systems, users or requirements change
Security requirements rarely stay fixed for the full life of a system. Staff leave, tenants change, business hours expand and layouts are altered. A camera that once covered a clear approach may later be obstructed by shelving, signage, foliage or changed lighting.
Ongoing support helps address these changes before they create avoidable gaps. Reviews may include removing credentials belonging to former staff, updating alarm contacts, checking that scheduled tests have occurred and confirming that access schedules still match current operations. Access creep, where people retain permissions they no longer need, is a common process issue that regular review can reduce.
Faults also require communication, not just technical attention. The person responsible for the property should understand what has been reported, whether any part of the system is affected and what follow-up is required. The service qualities recognised in the award, clear communication, prompt follow-up and practical assistance, matter precisely because a security system must continue to support the site long after installation, not only on the day it is handed over.
Written by Sam Hayes
Details provided in this article are subject to change over time. Pacific Security Group is not liable for any errors, omissions, or updates that may affect accuracy.
