Support Services for Modern Connected Lifestyles

Description

SYNOPSIS:

This study examines the support needs and options for consumers buying, installing and using consumer electronics and smart home devices. It identifies the leading issues consumers experience with connected devices, appliances, and other technology products; the types of issues that demand professional support; and preferred self and professional support strategies. In addition, the research assesses demand for add-on network services.

ANALYST INSIGHT:

"Consumer technical support needs are strongly influenced by the number and type of connected devices owned. More consumers working from home has led to an increase in the number of computing devices being used in internet households. At the same time, the smart home industry seeks to attract more mainstream buyers." - John Barrett, Director, Consumer Analytics, Parks Associates.

Survey Methodology and Definitions

Executive Summary

Smart Home Device Return Rate in the Last 12 Months
CE Products Rated "Very Difficult" To Set Up
Difficulty with Self Installations by Smart Home Devices
Attitudes Towards Technical Support Service & Extended Warranty Service
Device Set Up Preferences
Home Network: Technical Problems Experienced

Device Purchasing

Historical Trends in Adoption of Consumer Electronics Products - Top 11 Categories
Historical Trends in Adoption of Consumer Electronics Products - Cont'd
Consumer Electronics Device Purchases and High Intention to Buy
Smart Device Ownership
Smart Safety & Security Device Ownership
Smart Energy, Lighting, Water Device Ownership
Smart Appliance Ownership
Smart Home Device Purchases
Smart Security & Safety Device Purchases
Smart Energy, Lighting, Water Device Purchases
Smart Appliance Purchases
Overall Purchase Process by Smart Home Device Units
Primary Information Source for Smart Home Device Purchase by Units
Information Researched Before Smart Home Purchases
Desired Information for Future Device Purchases
Understanding Level of Researched Information

Device Setup

Overall Smart Home Device Installation Methods
CE Device Installation Method by Units
Smart Home Device Installation Method by Units
Installation Methods by CE Devices
Installation Methods by Smart Home Devices
Installation Methods by Smart Appliances
Difficulty with Setup by CE Devices
Difficulty with Self Installations by Smart Home Devices
Actions Taken for Smart Home Device Setup
Problems Experienced When Self Installing Smart Home Devices
Problems Experienced When Self Installing Smart Appliances
Problems Experienced When Self Set-Up CE Devices
Device Set Up Preference
Preferred Technical Support Solution for Device Self-Installation
CE Devices: Consumer Willingness to Pay for Professional Device Set-Up/Installation
Smart Home Devices: Payment Preference for Professional Device Set-Up and Installation
Smart Appliances: Willingness to Pay for Professional Device Set-Up and Installation

Device Returns

CE Device Return Rate in the Last 12 Months
Reasons for Returning CE Devices
Reasons for Returning CE Devices
Reasons for Returning CE Devices, Cont'd
Reasons for Returning CE Devices, Cont'd
Actions after Returning CE Devices
Smart Home Device Return Rate in the Last 12 Months vs Purchase rate in the Past 6 Months
Reasons for Returning Smart Home Devices
Reasons for Returning Smart Home Devices
Reasons for Returning Smart Home Devices, Cont'd
Reasons for Returning Smart Appliances
Actions after Returning Smart Home Devices
Actions after Returning Smart Appliance
Likelihood of Purchasing New Product From Same Brand as Returned

Technical Problems - Smart Home Deep Dive

Smart Home Devices: Number of Technical Problems Experienced
Smart Home Devices: Experiencing Technical Problems vs Avg Devices Owned by Age of Respondents
Smart Home Device: Technical Problems Experienced
Smart Appliance: Technical Problems Experienced
Smart Home Devices: Technical Problems Experienced
Smart Home Device: Actions Taken After Experiencing Technical Problems
Smart Home Device: Resolution of Technical Problems by Units
Smart Home Device: Payment Method for Professional Assistance
Smart Home Devices: Methods of Receiving Technical Support Services
Preferred Method For Future Technical Support
Satisfaction Level Regarding Technical Support Service Received

Extended Warranty and Support Subscriptions

CE Device: Extended Warranty vs. Technical Support Service Subscription
Smart Home Device: Extended Warranty vs. Technical Support Service Subscription
CE Device: Number of Times Technical Support Service Used
Smart Home Device: Number of Times Technical Support Service Used
CE Device: Number of Times Technical Support Service Contacted to Resolve Issue
Smart Home Device: Number of Times Technical Support Service Contacted to Resolve Issue
High Appeal of Smart Home Device Support Service
Top 15 CE Devices: Technical Support & Warranty Service Coverage Preference
CE Device: Technical Support & Warranty Service Coverage Preference, Cont'd
Smart Home Device: Technical Support & Warranty Service Coverage Preference
Smart Appliance: Technical Support & Warranty Service Coverage Preference
Attitudes Towards Technical Support Service vs. Extended Warranty Service

Home Network Support

Home Network: Technical Problems Experienced
Technical Problem Experienced by Household with Children
Technical Problem Experienced with Wi-Fi by Age
No Technical Problem Experienced by Education
Interest in Add-On Network Services
High Interest in Add-On Home Internet Service by Age
High Interest in Add-On Home Internet Service by Number of Smart Home Devices Owned
Willingness to Pay for Add-On Home Network Service

Remote Work: Pain Points and Demand for New Solutions

Activities More Often Occurring at Home Now Than Before 2020
Problems Experienced While Working At Home
Actions Taken To Respond to Internet Issues
Solutions Considered For Solving Internet Issues
Most Important Technical Support Service Features
Best Payment Options For Working At Home Technical Support Service
Problems Experienced While Attending School At Home
Willingness to Pay For Attending School At Home Technical Support Service
Technical Issues Experienced By Activities Performed