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ARCHIVE 2006
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Consumers Report Digital Home Challenges in Large
Numbers
On-site and remote home technology support services will grow in
response to home computer and network problems
As the digital home creates new technical challenges, more consumers
will turn to professional on-site or remote support services for help with
their home technology problems, according to Parks Associates’
Managing the
Digital Home: Installation and Support Services.
This survey of more than 6,000 U.S. and Canadian home Internet users
found that in the past 12 months, over 41 million U.S. users had problems
associated with Internet security, over 21 million had home computer
hardware and software issues, and nearly 11 million had problems with a
home network. While most consumers are personally solving the issue or
relying on a friend or family member, more than 60% express interest in
software that automates basic home computer maintenance functions, and
one-third are interested in subscription-based technical support and
troubleshooting services.
“Digital technologies such as broadband, home networks, consumer
electronics, and PCs provide great benefits to users and significant
challenges to the companies supporting their distribution,” said
Kurt Scherf,
vice president and principal analyst for Parks Associates. “As the average
household uses more digital services and products, there will be
substantial risk to the bottom line for both service providers and
manufacturers as their technical support costs escalate.”
There are also revenue opportunities, according to
Scherf.
Current consumer spending for additional warranties and accident
protection contracts on new electronics and computer products, in addition
to more positive responses to preventative maintenance, monitoring, and
troubleshooting services, demonstrates a consumer willingness to pay for
peace-of-mind and how-to services for their home technology products.
“Consumers want access to trusted third-party providers of information,
support, and how-to services when it comes to their digital home products
and services,”
Scherf said.
“Whether the service comes at no charge as part of an existing broadband
contract or is provided as a monthly subscription or one-off service call,
there is substantial interest for services and solutions that help end
users better manage their digital home environment.”
Managing the Digital Home: Installation and Support Services is a
survey of 6,116 U.S. and Canadian home Internet users. The study focuses
specifically on the acquisition and use of communications and
entertainment services, product ownership and new product purchases, and
the role of specific technologies – the Internet, home computers, and home
networks – as they relate to potential problems. For more information
about this study, please contact Parks Associates at 972-490-1113 or
sales@parksassociates.com
or visit
http://www.parksassociates.com.
About Parks Associates: Parks Associates is an
internationally recognized market research and consulting company specializing
in emerging consumer technology products and services. Founded in 1986, Parks
Associates creates research capital for companies ranging from Fortune 500 to
small start-ups through market reports, primary studies, consumer research,
custom research, workshops, executive conferences, and annual service
subscriptions.
The company's expertise includes new media, digital
entertainment and gaming, home networks, Internet and television services,
digital health, mobile applications and services, consumer electronics, and home
control systems and security.
Each year, Parks Associates co-hosts executive thought
leadership conferences CONNECTIONS™ and CONNECTIONS™ Europe in
partnership with the Consumer Electronics Association (CEA®). In addition, Parks
Associates produces the online publication Industry Insights in
conjunction with the CONNECTIONS™ Conference series.
http://www.parksassociates.com |
http://www.connectionsconference.com |
http://www.connectionseurope.com
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http://www.connectionsindustryinsights.com
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