Smart Home Device Support: Addressing Pain Points

This research highlights the adoption of traditional and emerging connected devices. It provides an overview of the leading issues faced by consumers when using smart home device and drivers of product returns. It also examines issues consumers face when setting up and using smart security systems and services.

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Smart Home Ownership and Intenders

Smart Home Device Ownership (2014 - 2017)

Adoption of Smart Home Devices (2014 - 2017)

Average Numbers of Smart Home Device Purchased Among Device Buyers (Q4/17)

Technology Adoption Distribution Among Smart Home Device Ownership & Intention Segments (Q4/17)

Smart Home Device Segment Demographics

Importance of Factors for Second Smart Home Product Category Purchase (Q4/17)

Smart Home Device Purchase Intention (Q4/17)

Appeal of Having a Smart Home (Q2/18)

Drivers of Buying Smart Home Devices (Q2/18)

Perspectives of Owning a Smart Home Device Among Non Owners (Q2/18)

Smart Home and CE Device Set-up

Overall Smart Home Device Setup Methods (2016 - 2018)

Smart Home Device Setup by Demographics (Q1/18)

Smart Home Devices: Setup Method (Q1/18)

Smart Home Devices: Difficulty with Device Setup (2017 - 2018)

Smart Home Devices: Difficulty with Setup by Device (Q1/18)

Smart Home Devices: Difficulty with Device Setup by Demographics (Q1/18)

Smart Home Devices: Number of Setup Problems Experienced (2017 - 2018)

Smart Home Devices: Problems Setting Up Device (2016 - 2018)

Problems in Setting Up Devices by Smart Home Device (2015 - 2018)

Problems in Setting Up Devices by Smart Home Device, Cont. (2015 - 2018)

Smart Home Devices: Actions Taken After Experiencing Setup Problems (Q1/18)

Smart Home Device Return (Q1/18)

Reasons for Device Return (Q1/18)

Smart Home Device Setup Preference (Q1/18)

Smart Home Device Setup Preference by Demographics (Q1/18)

Smart Home Device: Self Setup Experience by Difficulty of Device Setup (Q1/18)

Smart Home Device: Agreement on Self Setup Experience by Devices (Q1/18)

 

Smart Home Device Problems and Problem-solving

Smart Home Device: Number of Technical Problems Experienced (Q1/18)

Smart Home Device: Number of Technical Problems Experienced (Q1/18)

Smart Home Devices: Technical Problems (Q1/18)

Smart Thermostat User Experience (Q2/17)

Smart Door Lock User Experience (Q2/17)

Smart Light Bulbs/Lighting Control Systems: User Experience (Q2/17)

Network Camera: User Experience (Q2/17)

Smart Home Device: Actions Taken After Experiencing Technical Problems (Q1/18)

Overall Satisfaction with Professional Technical Support Service (Q1/18)

Voice Control

Smart Home Device Control Methods (Q2/2017 – Q4/2017)

Experience with Voice Control Smart Home Devices (Q4/17)

Purchase Intentions

Smart Home Device Purchase Intention (Q4/17)

Smart Home Devices: Purchase Inhibitors (Q4/17)

Purchase Inhibitors by Smart Home Device (Q2/18)

Impact of Services Offered on Smart Home Device Purchase Intention (Q1/18)

Security System Experiences

Ease of Self-Installing the Security System (Q4/17)

Time Taken to Self-Install Security System (Q4/17)

Number of False Alarms Triggered in Last 12 Months (Q2/18)

Triggers for False Alarms (Q2/18)

Service Appeal

High Appeal of Smart Home Device Support Services (2017 - 2018)

Publish Date: 4Q 2018

Slides: 71


Authored By:
Patrice Samuels - Senior Analyst
Yilan Jiang - Director

Published by Parks Associates
© November 2018

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.

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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.

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