Support Services for Mobile Devices

Support Services for Mobile Devices analyzes the market for technical support services for smartphones and tablets. It begins by exploring and number and types of problems consumers experience and how they resolve these problems. Next it analyzes subscription support services including current and previous adopters as well as the demand for such services. Finally, it gauges the use of support apps and their role in support services.

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About the Research

Previous Research

Key Findings

Recommendations

Market Overview

Mobile Device Adoption (2009-2013)

Smartphone Handset Protection Plan/Extended Warranty Adoption (2009-2013)

Smartphone Problem Experienced (2012-2013)

Type of Smartphone Problems Experienced (2012 vs. 2013)

Smartphone Problems (Q3/13)

Tablet Problem Experienced (2012-2013)

Type of Tablet Problems Experienced (2012-2013)

Tablet Problems (Q3/13)

Problem Resolution

Interacting with a Technical Support Agent to Resolve the Problems (2012 vs. 2013)

Interaction with Technical Support Agent (Q3/13)

Type of Technical Support Agents That Consumer Contacted (Q3/13)

Smartphone: Method to Interact with Technical Support Agents (Q3/13)

Tablet: Method to Interact with Technical Support Agents (Q3/13)

Technical Problem Resolution Rate by Devices (Q3/13)

High Satisfaction with Technical Assistance (Q3/13)

Expenses to Resolve the Technical Issues by Devices (Q3/13)

Change Provider Because of Support Experience by Devices (Q3/13)

Current & previous Use of Support Services

Technical Support Service Subscription (Q3/13)

Subscription Technical Support Service by Smartphone or Tablet Ownership (Q3/13)

Devices Covered by Subscription Technical Support Services (Q3/13)

Mobile Devices: Length of Subscription Technical Support Services (Q3/13)

Mobile Devices: Subscription Technical Support Service Providers (Q3/13)

Q8009. In a few words, tell us why you decided to get a subscription to a technical support service?

Devices Considered for Technical Support Plans (Q3/13)

Mobile Devices: Expected Providers of Subscription Technical Support Services (Q3/13)

Devices Covered by Previous Technical Support Plans (Q3/13)

Mobile Devices: Length of Previous Subscription Technical Support Plans (Q3/13)

Providers of Previous Subscription Technical Support Services (Q3/13)

Devices Covered by Extended Warranty (Q3/13)

Demand for Support Services

Interest in Smartphone Technical Support Features (2012-2013)

Smartphone: Interest in Features by Support Service Subscription (Q3/13)

Smartphone: Interest in Features by Smartphone OS (Q3/13)

Smartphone: Interest in Features by Number of Problems (Q3/13)

Demographic Profile of Smartphone Owners Experiencing Problems (Q3/13)

Preferred Provider of Smartphone Technical Support Features (2012 vs. 2013)

Interest in Tablet Technical Support Features (2012-2013)

Tablet: Interest in Features by Support Service Subscription (Q3/13)

Tablets: Interest in Features by Gender (Q3/13)

Tablets: Interest in Features by Households with Minors (Q3/13)

Tablet: Interest in Features by Brand (Q3/13)

Tablet: Interest in Features by Number of Problems (Q3/13)

Demographic Profile of Tablet Owners Experiencing Problems (Q3/13)

Preferred Provider of Tablet Technical Support Features (2012 vs. 2013)

Support Apps

Smartphone: Number of App Types Used (Q3/13)

Use of Smartphone Technical Apps (Q3/13)

Free vs. Purchase Smartphone Apps (Q4/12)

Smartphone: Interest in Features by Smartphone App (Q3/13)

Tablet: Total Number of Different Types of Tech Support Apps (Q3/13)

Use of Tablet Technical Software (Q3/13)

Free vs. Purchased Tablet Apps (Q4/12)

Tablet: Interest in Features by Technical Software Used (Q3/13)

Additional Research from Parks Associates

Publish Date: 3Q 2013

Slides: 79


Authored By:
John Barrett - Director of Consumer Analytics
Yilan Jiang - Senior Research Manager

Published by Parks Associates
© October 2013 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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