Smart Home: User Experience, Pain Points & Support

Description

SYNOPSIS:

More than a decade into its development, the smart home market is maturing, offering dozens of product types from a growing number of competitors and attracting more mainstream consumers.

SAMPLE VIEW

This flagship consumer study provides the latest trending data on consumer purchase behavior and preferences that provide critical intelligence for smart home business strategies. The research explores the user experience and pain points that challenge the market. Topics include trending smart product adoption and purchase intention across multiple product categories, purchase channels and installation preferences, leading voice and control platforms, and attitudes about interoperability. This study also probes the ways in which the buyer and user experience can be improved, from the shopping experience through product installation and ongoing support.

Key questions addressed:

1. How is smart home device adoption trending overall and among specified product categories?
2. How were recently purchased devices acquired and installed?
3. How has the makeup of the adopter base changed over time?
4. What are the leading smart home control platforms, and what would convince users to switch platforms?
5. What are the top pain points during device installation and over the lifetime of the product? How are consumers solving their issues?

ANALYST INSIGHT:

"Smart home players are challenged to manage rising costs of doing business with the pressures to keep up with competitors in a blistering pace of innovation, particularly in the use of AI." - Daniel Holcomb, Senior Analyst, Parks Associates.

Executive Summary

Smart Home Devices: Adoption, Purchases, Intentions to Buy
Tech Affinity, Among Smart Home Device Owners
Smart Devices are "Affordable"
Top Barriers to Purchase
Average Selling Price Among Recent Buyers
Key Factors for Switching Smart Home Platforms
Leading Smart Home Platforms: Stickiness vs NPS
Experienced Problem with Self Set-up of Smart Home Device
Top Problems with Self Set-Up
Top Technical Issues
% of Smart Home Device Owners Coordinating Devices
% of Those with Coordinated Devices Citing Difficulty with Routines/Integrations
% of Device Owners Coordinating Devices, by Most Often Used Platform

Smart Home Market: The Big Picture

Smart Home Device Ownership
Average Smart Home Devices Owned
Number of Smart Home Devices Owned
Tech Affinity, by Smart Home Device Ownership
Tech Affinity, Among Smart Home Device Owners
Smart Home Device Purchases and Intentions to Buy
Smart Devices: Familiarity
Smart Device: Perceived Value of Benefit
Smart Devices: Affordability
Demographic Breakdown of Smart Home Device Owners vs Non-Owners
Housing Factors Breakdown of Smart Home Device Owners vs Non-Owners

Smart Home Devices: Ownership, Purchases, Intentions

Smart Safety & Security Device Ownership
Smart Energy, Lighting, Water Device Ownership
% Owning Any Smart Appliance
Smart Appliance Ownership by Type
Smart Home Control Hub Ownership
Smart Speaker or Smart Display Ownership
Smart Security & Safety Device Purchases
Smart Energy, Lighting, Water Device Purchases
Purchase Intention: Smart Safety & Security Device
Purchase Intention: Smart Energy, Lighting, Water Device
Smart Appliance Purchases
Purchase Intention: Smart Appliance

Smart Home Buyer Journey

Awareness of Smart Home Devices
Information Sources When Shopping
Smart Home Device Acquisition Method
Smart Home Product Purchase Channel
Smart Home Devices Purchase: First Time vs. Repeat Purchase
Average Selling Price: Select Smart Home Devices
Smart Home Device Purchase Inhibitors

Installation Experience & Pain Points

Overall Smart Home Device Installation Methods
Smart Security & Safety Devices: Professional Installation
Smart Energy Devices: Professional Installation
Difficulty of Initial Set Up by Smart Home Devices
Experienced Problem with Self Set-up of Smart Home Device
Problems Experienced When Self Installing Smart Home Devices
Actions Taken for Smart Home Device Setup
Device Set Up Preference
% Prefer Self Setup Next Time
% Experiencing a Problem when Self-Installing Smart Home Device, by Age
% Preferring Self Set-up Next Time, by Age

Ongoing User Experience & Support

Net Promoter Score: Smart Home Devices
NPS ratings in Multiple Categories
Smart Home Devices: Number of 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

Platform & Controls Experience

Primary Control Method of Smart Home Devices Units
Primary Control Method of Smart Safety & Security Device
Primary Control Method of Energy, Lighting, Water Device
Platforms Used to Control Smart Home Device
Number of Platforms Used to Control Smart Home Devices
Most Used Platform Used to Control Smart Home Device
Net Promoter Score for Most-Used Smart Home Platform
Future Purchase and Ecosystem Integration Considerations Among Intenders
Ecosystem Integration as Critical Consideration to Future Smart Home Device Purchase
Key Factors for Switching Smart Home Platforms
Smart Home Platforms Loyalty

Interoperability & Integration

Current Integration of Multiple Smart Home Devices Working Together
Purpose of Smart Home Device Integration
Current Integration of Multiple Smart Home Devices Working Together by Most Often Used Platform
Purpose of Smart Home Device Integration by Most Often Used Platform
Ease of Creating Smart Home Routines and Integrations
Ease of Routines and Integrations Creation by Most Used Platform
Preferred Methods of Initiating a Routine
Preferred Smart Home Device for Acting as a Smart Home Hub
Preferred Provider for a Single Unified App
Preferred Provider for a Single Unified App: Smartphone/Smart Speaker Provider (Amazon, Google, Apple, Samsung)
Preferred Provider for a Single Unified App: Security System Provider
Preferred Provider for a Single Unified App: Internet Service Provider