The Connected Consumer and Changing Support Needs

This study highlights consumer adoption of traditional and emerging connected devices. It identifies the leading issues consumers experience with these devices and their preferred methods for problem resolution. In addition, the research examines consumer satisfaction with self and professional support solutions and assesses consumer appetite for premium technical support and extended warranty services.

Price: $12,000.00

Purchase Questions?



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Download Table of Contents (PDF)

Survey Methodology and Definitions

Survey Sample & Fielding

Parks Associates 2021 Respondent Quotas

Executive Summary

Purchase Process of Smart Home Device

Information Researched Before Smart Home Purchases

Smart Home Device Return Rate in the Last 12 Months

Smart Home Devices: Difficulty with Setup by Devices

Smart Home Devices: Number of Technical Problems Experienced

Activities Performed More Than Before 2020

Problems Experienced While Working At Home

Device Purchase

Smart Security & Safety Device Purchases

Smart Energy, Lighting, Water Device Purchases

Smart Appliance Purchases

Purchase Process of Smart Home Devices

Purchase Process of Smart Safety & Energy Device

Purchase Process of Smart Appliance

Primary Information Source for Smart Home Device Purchases

Primary Information Source for Smart Safety & Energy Device Purchases

Information Source of Smart Appliance Purchases

Information Researched Before Smart Home Purchases

Understanding Level of Researched Information

Desired Information for Future Device Purchases

Device Returns

CE Device Return Rate in the Last 12 Months

Smart Home Device Return Rate in the Last 12 Months

Reasons for Returning CE Devices

Reasons for Returning CE Devices

Reasons for Returning Smart Home Devices

Reasons for Returning Smart Home Devices

Reasons for Returning Smart Appliances

Likelihood of Purchasing New Product From Same Brand as Returned

Device Setup

Smart Device Ownership

Overall Smart Home Device Installation Methods

CE Device Installation Method by Units

Smart Home Device Installation Method by Units

Installation Methods by CE Devices

Installation Methods by Smart Home Devices

Installation Methods for Smart Appliances

CE Devices: Difficulty with Setup by Devices

Smart Home Devices: Difficulty with Setup by Devices

CE Device: Seeking Professional Support for Setting Up Devices

Smart Home Device: Seeking Professional Support for Setting Up Devices

Smart Appliance: Seeking Professional Support for Setting Up Devices

Overall CE Device Professional Support Provider

Overall Smart Home Device Professional Support Provider

CE Devices: Professional Support Service Providers

Smart Home Devices: Professional Support Service Providers

Smart Appliances: Professional Support Service Providers

Device Set Up Preference

Preferred Technical Support Solution for Self-Installation

CE Devices: Consumer Willingness to Pay for Professional Device Set-Up/Installation

Smart Home Devices: Payment Preference for Professional Device Set-Up and Installation

Smart Appliances: Willingness to Pay for Professional Device Set-Up and Installation

Technical Problems

Smart Home Devices: Number of Technical Problems Experienced

Number of Technical Problems Experienced by Age of Respondents

Smart Home Device: Technical Problems Experienced

Smart Appliance: Technical Problems Experienced

Smart Home Devices: Actions Taken After Experiencing Technical Problems

Smart Home Device: Resolution of Technical Problems by Units

Smart Home Device: Payment Method for Professional Assistance

Smart Home Devices: Methods of Receiving Technical Support Services

Preferred Method For Future Technical Support

Satisfaction Level Regarding Technical Support Service Received 

Extended Warranty, Support and Support Subscriptions

CE Device: Extended Warranty vs. Technical Support Service Subscription

Smart Home Device: Extended Warranty vs. Technical Support Service Subscription

Technical Support Subscription Service Provider

CE Device: Number of Times Technical Support Service Used

Smart Home Device: Number of Times Technical Support Service Used

CE Device: Number of Times Technical Support Service Contacted

Smart Home Device: Number of Times Technical Support Service Contacted

High Appeal of Smart Home Device Support Service

CE Device: Technical Support & Warranty Service Coverage Preference

Smart Home Device: Technical Support & Warranty Service Coverage Preference

Smart Appliance: Technical Support & Warranty Service Coverage Preference

Attitudes Towards Technical Support Service vs. Extended Warranty Service

Home Network Support

Home Network: Technical Problems

Technical Problem Experienced by Household with Children

No Technical Problem Experienced by Age

Interest in Add-On Network Services

High Interest in Add-On Home Internet Service by Age

High Interest in Add-On Home Internet Service by Number of Smart Home Device Owned

Willingness to Pay for Add-On Home Network Support Service

Remote Work: Pain Points and Demand for New Solutions

Activities More Often Occurring at Home Now Than Before 2020

Activities Performed More Than 2020 by Educational Level

Problems Experienced While Working At Home

Actions Taken To Respond to Internet Issues

Solutions Considered For Solving Internet Issues

Most Important Technical Support Service Features

Best Payment Options For Working At Home Technical Support Service

Problems Experienced While Attending School At Home

Willingness to Pay For Attending School At Home Technical Support Service

Technical Issues Experienced By Activities Performed 

Appendix

Defining Heads of Broadband Households

Publish Date: 4Q 2021

Slides: 98


Authored By:
Patrice Samuels - Senior Analyst
John Barrett - Director of Consumer Analytics
Yilan Jiang - Director

© October 2021 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. 

Disclaimer
Parks Associates has made every reasonable effort to ensure that all information in this report is correct.  We assume no responsibility for any inadvertent errors.

© 1998-2021 Parks Associates. All Rights Reserved.