Survey Methodology and Definitions

Executive Summary

Smart Home Device Return Rate in the Last 12 Months

CE Products Rated "Very Difficult" To Set Up

Difficulty with Self Installations by Smart Home Devices

Attitudes Towards Technical Support Service & Extended Warranty Service

Device Set Up Preferences

Home Network: Technical Problems Experienced

Device Purchasing

Historical Trends in Adoption of Consumer Electronics Products – Top 11 Categories

Historical Trends in Adoption of Consumer Electronics Products – Cont'd

Consumer Electronics Device Purchases and High Intention to Buy

Smart Device Ownership

Smart Safety & Security Device Ownership

Smart Energy, Lighting, Water Device Ownership

Smart Appliance Ownership

Smart Home Device Purchases

Smart Security & Safety Device Purchases

Smart Energy, Lighting, Water Device Purchases

Smart Appliance Purchases

Overall Purchase Process by Smart Home Device Units

Primary Information Source for Smart Home Device Purchase by Units

Information Researched Before Smart Home Purchases

Desired Information for Future Device Purchases

Understanding Level of Researched Information

Device Setup

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 by Smart Appliances

Difficulty with Setup by CE Devices

Difficulty with Self Installations by Smart Home Devices

Actions Taken for Smart Home Device Setup

Problems Experienced When Self Installing Smart Home Devices

Problems Experienced When Self Installing Smart Appliances

Problems Experienced When Self Set-Up CE Devices

Device Set Up Preference

Preferred Technical Support Solution for Device 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

Device Returns

CE Device Return Rate in the Last 12 Months

Reasons for Returning CE Devices

Reasons for Returning CE Devices

Reasons for Returning CE Devices, Cont’d

Reasons for Returning CE Devices, Cont’d

Actions after Returning CE Devices

Smart Home Device Return Rate in the Last 12 Months vs Purchase rate in the Past 6 Months

Reasons for Returning Smart Home Devices

Reasons for Returning Smart Home Devices

Reasons for Returning Smart Home Devices, Cont’d

Reasons for Returning Smart Appliances

Actions after Returning Smart Home Devices

Actions after Returning Smart Appliance

Likelihood of Purchasing New Product From Same Brand as Returned

Technical Problems – Smart Home Deep Dive

Smart Home Devices: Number of Technical Problems Experienced

Smart Home Devices: Experiencing Technical Problems vs Avg Devices Owned by Age of Respondents

Smart Home Device: Technical Problems Experienced

Smart Appliance: Technical Problems Experienced

Smart Home Devices: Technical Problems Experienced

Smart Home Device: 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 and Support Subscriptions

CE Device: Extended Warranty vs. Technical Support Service Subscription

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

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 to Resolve Issue

Smart Home Device: Number of Times Technical Support Service Contacted to Resolve Issue

High Appeal of Smart Home Device Support Service

Top 15 CE Devices: Technical Support & Warranty Service Coverage Preference

CE Device: Technical Support & Warranty Service Coverage Preference, Cont’d

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 Experienced

Technical Problem Experienced by Household with Children

Technical Problem Experienced with Wi-Fi by Age

No Technical Problem Experienced by Education

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 Devices Owned

Willingness to Pay for Add-On Home Network Service

Remote Work: Pain Points and Demand for New Solutions

Activities More Often Occurring at Home Now Than Before 2020

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