Consumer Engagement with Support Services

This 360 View Update examines the use of technical support services among current subscribers. It also studies adoption and renewal rates of premium support services among broadband households as well as factors that create and sustain engagement with these services.

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About the Research

Previous Research

The Demand for Device & Network Security (Q3/15)

IT and Support Services for Small Businesses (Q2/15)

Supporting the Smart Home (Q2/15)

360 View: Supporting the Connected Consumer (Q1/15)

Tech Support: Meeting IoT Demands (Q1/15)

Tech Support: International Market Opportunities (Q4/14)

Key Findings

Industry Insight

Recommendations

Adoption of Support Subscriptions:

Trends in Technical Support Service Subscription (2012 - 2015)

Technical Support Subscription (2013-15)

Devices Covered by Subscription Technical Support Plan (Q3/15)

Computer Technical Support Subscription (2013 - 2015)

Mobile Device Technical Support Subscription (2012 - 2015)

Company Providing Subscription Technical Support Service (Q3/15)

Adoption of Technical Support Subscription by Age (2014 - 2015)

Adoption of Technical Support Subscription by Gender (2013 - 2015)

Adoption of Technical Support Subscription by Household Income (2014 - 2015)

Adoption of Technical Support Subscription by Children At Home (2014 - 2015)

Adoption of Technical Support Subscription by Total # of Device Owned (2014 - 2015)

Adoption of Technical Support Subscription by Attitude to Technology (Q3/15)

Adoption of Technical Support Subscription by Past Experience with Device Problems (2014 - 2015)

Consumer Concerns when Using Connected Devices (Q3/15)

Technical Support Subscription by Number of Technical Concerns (Q3/15)

Length of Time with a Technical Support Subscription (2014 - 2015)

Length of Time with Technical Support Subscription by Provider (Q3/15)

Technical Support Subscription by Specific Problem Experienced (Q3/15)

Technical Support Subscription by Specific Technical and Security Concerns (Q3/15)

Specific Concerns of Non-Subscribers to Technical Support Services (Q3/15)

Use of Premium Technical Support Subscriptions:

Number of Times Using Subscription Technical Support Plan in Past 12 Months (2014-15)

Average Number of Times Using Subscription Technical Support Plan by Age (2014 - 2015)

Average Number of Times Using Subscription Technical Support Plan by Number of Problems Experienced (2014 - 2015)

Average Number of Times Using Subscription Technical Support Plan by Gender (2014 - 2015)

Number of Times Using Subscription Technical Support Plan in Past 12 Months by Children at Home (Q3/15)

Number of Times Using Subscription Technical Support Plan in Past 12 Months by Attitudes Toward Using Technology (Q3/15)

Number of Times Using Subscription Technical Support Plan by Provider (Q3/15)

Renewal of Premium Support Services:

Likelihood of Renewing Current Subscription Technical Support Plan (2014-2015)

Likelihood of Renewing Current Subscription Technical Support Plan by Number of Times Using Plan in Past 12 Months (Q3/15)

Likelihood of Renewing Current Subscription Service by Length of Time with Technical Support Subscription (Q3/15)

Likelihood of Renewing Subscription Technical Support Plan by Service Provider (Q3/15)

Likelihood of Renewing Current Subscription Technical Support Plan by Reasons for Enrolling in a Plan (Q3/15)

Average Monthly Cost by Likelihood to Renew Subscription Technical Support Plan (Q3/14)

Likelihood of Renewing Current Subscription Technical Support Plan by Age (Q3/15)

Likelihood of Renewing Subscription Technical Support Plan by Gender (Q3/15)

Factors that Increase Likelihood of Subscription Renewal:

Features Increasing Technical Support Subscription Renewal (Q3/15)

Features Increasing Subscription Service Renewal by Gender (Q3/15)

Intention to Renew Subscription Technical Support Plan if Offered a Service that Informs about the New and Most Advanced Features of Similar Devices by Children at Home (Q3/15)

Features Increasing Subscription Service Renewal by Length of Timing Subscribing
to Technical Plan (Q3/15)

Additional Research from Parks Associates

Publish Date: 4Q 2015

Slides: 68


Authored By:
Patrice Samuels - Senior Analyst

Published by Parks Associates
© December 2015 Parks Associates | Dallas, Texas 75248

All rights reserved. No part of this book may be reproduced, in any form or by any means, without permission in writing from the publisher.

Printed in the United States of America.

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Parks Associates has made every reasonable effort to ensure that all information in this report is correct. We assume no responsibility for any inadvertent errors.
 

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