About the Research

Previous Research

Key Findings         

Recommendations

Market Overview

Trends in Consumer Electronics Adoption

Average Number of Connected Devices Owned per BB HH (2010 - 2013)

Consumer Electronics Adoption (2009 - 2013)

Difficulty in Giving up CE Devices (Q3/13)

% BB HHs Making a CE Purchase in 1H of the Year  (2010 - 2013)

Consumer Electronics Device Purchases in 1H of the Year (2012 vs. 2013)

Device Problems

Frequency of Connected Device Problems (Q4/12)

Home Network Problems (2010 vs. 2013)

Smartphone Problem Experienced (2012 - 2013)

Smartphone Problem Experienced by Operating System (Q3/13)

Type of Smartphone Problems Experienced (2012 vs. 2013)

Tablet Problem Experienced (2012 - 2013)

Type of Tablet Problems Experienced (2012 - 2013)

Interactions with Professional Technicians

Interaction with Technical Support Agent (Q3/13)

Methods of Interacting with Technical Support Agents (Q3/13)

Type of Technical Support Agents Consumer Contacted (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)

Average Cost of One-Time Technical Support Service (Q3/13)

Switching to a Different Provider After Experiencing Technical Problems (Q3/13)

Consideration & Adoption of Subscription Support Services

Devices Covered by Extended Warranty (Q3/13)

Market for Subscription Technical Support Services (Q3/13)

Use of Subscription Technical Support Services by Age (Q3/13)

Use of Subscription Technical Support Services by Annual Household Spending on CE Devices (Q3/13)

Use of Subscription Technical Support Services by Gender (Q3/13)

Interaction with Technical Support Agent by Experience with Subscription Support Service (Q3/13)

Interaction with Technical Support Agent by Annual Spending on CE Devices (Q3/13)

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

Demographic Profile of Technical Support Subscription Segments

Demographic Comparison of Tech Support Subscribers (Q3/13)

Average Number of Connected CE Owned by Subscription Support Service Segments (Q3/13)

Annual Household Spending on Consumer Electronics by Subscription Support Service Segments (Q3/13)

Devices Covered in Packages by Technical Support Subscription Segments (Q3/13)

Number of Devices Covered in Packages by Technical Support Subscription Segments (Q3/13)

Average Cost of Current Subscription Support Services (Q3/13)

Expected Cost of Technical Support Services (Q3/13)

Subscription Service Providers (Q3/13)

Frequency of Using Subscription Support Services (Q3/12)

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

In a few words, tell us why you decided against getting a subscription technical support service?

In a few words, tell us why you decided to subscribe but then cancel a subscription technical support service?

Additional Research from Parks Associates