Shifting Support Needs: Opportunities for Remote Solutions

This study tracks consumer experience with connected devices. It highlights specific pain points with leading product categories throughout the consumer journey with these products from purchase to ongoing use. The research identifies the many paths consumers take to resolve tech support issues, their expectations and preferences for resolving issues, and concept testing of support business models. It also examines changes in the use of technology and consumer support preferences in the era of COVID-19.

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Research Summary

Survey Methodology

Executive Summary

Industry Insight

Smart Home Device: Number of Technical Problems Experienced

Smart Home Devices: Resolution of Technical Problems

Device Setup/ Support During COVID-19 Crisis

Interest in Add-On Network Services

Willingness to Pay a Monthly Fee for Add-On Network Services by Technology Adoption Segments

Device Adoption and Use

Smart Home Device Ownership

Number of Smart Home Devices by Technology Adoption Segments

Average Change in Usage of Smart Home Devices During COVID-19 Crisis

Change in Usage During COVID-19 Crisis: Smart Energy & Misc. Devices

Change in Usage During COVID-19 Crisis: Smart Safety & Security Devices

Device Installation Methods, Challenges, and Preferences

Overall Smart Home Device Installation Methods

Device Installation Method

Smart Home Devices: Difficulty with Setup by Device

Demographic Breakdown of Those Facing High Difficulty in Setting Up Smart Home Devices

Future Device Setup Preference

Preferred Technical Support Solution for Self-Installation

Device Problems and Resolution Strategies

Smart Home Device: Number of Technical Problems Experienced

Smart Home Devices: Technical Problems Experienced

Technical Problems Experienced by Device

Smart Home Device: Resolution of Technical Problems

Smart Home Devices: Resolution of Technical Problems

Resolution of Technical Problems by Device

Smart Home Devices: Pay Method for Professional Assistance (Q2/19)

Smart Home Devices: Payment Method for Professional Assistance

Methods of Receiving Technical Support Services

Type of Company Contacted for Remote Support Services During COVID-19 Crisis

Satisfaction with Remote Support Services

Satisfaction with Remote Support Services by Type of Company Contacted

Support During COVID-19 Crisis

Preferred Method of Receiving Remote Support in Future

Home Network Problems, Support, and the COVID-19 Impact

Home Network: Technical Problems

Technical Problems Experienced with Home Network by Technology Adoption Segments

Home Network Experiences during COVID-19 Crisis

Disruptions Due to Problem with Home Network During COVID-19 Crisis

Interest in Add-On Network Services

High Interest in Add-on Network Services by Technology Adoption Segments

Willingness to Pay a Monthly Fee for Add-On Network Services

Demographic Breakdown of Those Willing to Pay a Monthly Fee for Add-on Network Services

Willingness to Pay a Monthly Fee for Add-On Network Services by Technology Adoption Segments

Willingness to Pay a Monthly Fee for Add-On Network Services by Technical Problems with Home Network

Willingness to Pay a Monthly Fee for Add-On Network Services by Disruptions in Home Network during COVID-19 Crisis

Willingness to Pay a Monthly Fee for Add-On Network Services by Home Network Experiences during COVID-19 Crisis

Willingness to Pay a Monthly Fee for Add-On Network Services by Type of Internet Service 

Appendix

Defining Heads of Broadband Households

Publish Date: 4Q 2020

Slides: 60


Authored By:
Patrice Samuels - Senior Analyst
Yilan Jiang - Director
Keshav Jaiswal - Consumer Insights Analyst II
Xiaofan Tan - Consumer Insights Analyst I

Published by Parks Associates
© December 2020 Parks Associates

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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