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The Bottom Line
Source from Which Home Networking Equipment was
Acquired
Service Provider Deployment: Digital Lifestyle
Services
Key Statistics: Consumer Technology Pain
Key Statistics: Home Networking Offers
Frustrations
Average Time for DIY Home Technology Resolution
Key Home Technology Problems
Broadband Service Providers: Call Center Metrics
Cost Analysis: Home Networking Support for BSPs
Customer Support Costs: BSPs and Home Networks
Convergence Can Bring Complexity!
Product Reviews and Consumer Information as
Critical Educational Resources
The Purchase Process for Digital Televisions
Percentage of Product Owners who Sought Advice
from Friends and Family Before Making Purchase
Who Installed Home Networking Equipment?
Recent Purchases, by Category: Support Features
Purchased
Recent Product Purchases: Warranties Purchased
Next PC Purchase: Likelihood of Buying Support
Features
Which Customer Support Features of CE Products
Might Influence a Particular Brand Choice?
Next CE Product Purchase: Likelihood of
Professional Installation
Key Categories and Solutions: The Customer Support
Value Chain
CPE Installation/Configuration/Management
Solutions
Remote Management Features
Remote Management Vendors
Frequency of PC Maintenance Functions
Companies with Preventative Maintenance Solutions
Devices Connected in Home Networks
Residential Gateway Solutions
Major On-site Tech Support Services
Remote Support Service Players
Customer Support as a Value-added Differentiator
Digital Lifestyle Applications Categorized
Consumers and Internet Security: Quick Stats
Willingness to Pay for a Third-party Security
Suite
Frequency of PC Maintenance Functions
Interest in Automating Routine PC Maintenance
Functions
Interest in an Online Storage Solution
What Additional Offerings are Important in
Considering a Home Networking Offer from a Broadband Service
Provider?
Consumers and Remote IT Support: Quick Stats
Interest in Subscription-based Troubleshooting
Services
Willingness to Pay for Unlimited Technical Support
Interest in Professional Technical Support for
Digital Home Problems
Consumers and On-site Technical Support: Quick
Stats
Consumers and New Product Purchase Support: Quick
Stats
Consumers and Digital Home Advisor Services: Quick
Stats
In What Ways Would Professional Home Networking
Technical Support be Most Helpful?
Key Assumptions: Home IT Tech Support Forecasts
Remote and On-site Home IT Support: Key
Assumptions
Annual Revenues: Home IT Support
Home PC Installation and Set-up Services: Key
Assumptions
Annual Revenues: Home PC Set-up Services
Annual Revenues: Digital Home Support Services
Resource Book
Consumer Needs for Managing the Digital Home
Overall Interest in Digital Home Management
Services & Solutions
Interest in Digital Home Management: Newer
Broadband Subs and Intenders
“Concerned” with Internet Security Threats: By
Length of Time Respondents have had Broadband
Willingness to Pay for Optimized Internet Service
for Entertainment
Interest in an Online Storage Solution: By Monthly
Multimedia Habits (U.S.)
U.S. Broadband Customers: Rating Satisfaction with
Provider
High and Low Satisfaction: U.S. Broadband Carriers
Broadband Service: Important Factors in Driving
Satisfaction (U.S.)
Factors Influencing Satisfaction with Broadband
Provider: Top Five (U.S.)
Respondents Experiencing Security-related Maladies
Percentage of Respondents Concerned with Internet
Security Threats (U.S.)
Percentage of Respondents Very Concerned with
Security Threats
Profile of Respondents Concerned about Internet
Security Threats (U.S.)
What Internet Security Solutions are Used?
Percentage of Respondents Using ISP-provided
Security Solutions
Rating Internet Providers on Responsiveness to
Security Issues
Rating Individual Internet Providers on
Responsiveness to Security Issues
U.S. Internet Users Offered/Accepted Internet
Security Services from ISP
Figure 20 Interest in Security Service Suite
Interest in a Suite of Internet Security Services
from Third-party Provider
Willingness to Pay for a Third-party Security
Suite
Would the Availability of Security Services
Influence the Selection of a Broadband Service Provider?
Respondents’ Attitudes Regarding Internet
Performance (U.S.)
Respondents’ Attitudes about Internet Performance,
by Carrier
Willing to Pay for Optimized Internet, by
Multimedia Activities
Interest in a Third-party Online Storage Service
Interest in Online Storage Solution from
Third-party Provider: By Monthly Multimedia Activities
Willingness to Pay for an Online Storage Solution
Frequency of PC Maintenance Functions
Interest in Automating Routine PC Maintenance
Functions
Interest in Subscription-based Troubleshooting
Services
Willingness to Pay for Unlimited Technical Support
Willingness to Pay for Software and Support
Willingness to Pay for Whole-home Protection
Service
Would a Computing Maintenance and Monitoring
Service Influence the Selection of a Broadband Service Provider?
Home Technology Problems Reported (U.S.)
Major Categories of Home Technology Problems
How were Internet Security Problems Resolved?
How were Internet Performance Problems Resolved?
How were Home Computer Hardware/Software Problems
Resolved?
How were Peripheral Problems Resolved?
How were Home Networking Problems Resolved?
How were PC Set-up and Configuration Problems
Resolved?
When Would Respondents Consider a Professional
Service? (U.S.)
Most-valuable Applications for a Home Network
(U.S.)
Penetration of Home Data Networks
Offered and Accepted Home Networking Offer from
BSP: U.S.
What Factors were Important in Accepting a Home
Networking Offer from the Broadband ISP? (U.S.)
Reason for Lack of Interest in Home Networking
Offer
Interest in Broadband-provided Home Network (U.S.)
What Additional Offerings are Important in
Considering a Home Networking Offer from a Broadband Service
Provider?
Percentage of Respondents w/Networks Experiencing
the Following Problems
Interest in Professional Home Network Technical
Support
Willingness to Pay for As-needed Professional Home
Networking Support
Willingness to Pay for Subscription-based
Professional Home Networking Support
In What Ways Would Professional Home Networking
Technical Support be Most Helpful?
Recent Purchases, by Category: Additional Services
Purchased
Likelihood of Purchasing Additional Services
Which Customer Support Features of CE Products
Might Influence a Particular Brand Choice?
Three Most Important Factors in Considering a
Professional Installation Service
Consumers and Planned Television Purchases:
Professional Installation Probabilities
Consumers and Planned CE Purchases: Professional
Installation Probabilities
Consumers and Planned Higher-end Systems
Purchases: Professional Installation Probabilities
Ask Dr. Tech Services
Geek Squad Remote Support Solutions
HiWired Solutions
Netopia (Motorola) Solutions
PlumChoice Services
SingleClick Systems Online Solutions
Support.com Services
Tech24 Services
BOMGAR Solutions
Best Buy Services Overview
ctrlcenter Overview
DigitalPlumbers Overview
EasyTech Overview
Firedog (Circuit City) Overview
TechPro (CompUSA) Overview
GeeksOnCall Overview
GeeksOnTime Overview
Examples of OnForce On-Site Services
2Wire Solutions
Friendly Technologies Carrier Provisioning and
Management Solutions
Motive Solutions
Netopia (Motorola) Solutions
Nokia Siemens Networks Solutions
Peak8 Solutions Overview
SupportSoft Solutions
GoldenRAM Overview
inPC-IT Overview
Microsoft WindowsLive™ OneCare™ Overview
Trend Micro Overview: HouseCall
Customer Support Features of 2Wire Residential
Gateways
Ashley Laurent Overview
Jungo Overview
PIQUA™ Overview
Friendly Technologies Home Networking Solutions
Enure Networks Product Offerings
Gteko Solutions
Nexort Solution Overview
Pure Networks Overview
Sereniti Overview
Bsecure Overview
Pie Overview
Affinegy Products
McAfee Product Profile
SingleClick Systems Solutions
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