The Market for Subscription Technical Support Services

The Market for Subscription Technical Support Services analyzes households that currently have or previously had a subscription support service for a CE device. It also analyzes households that considered subscribing to such a service but ultimately decided not to subscribe. Key market drivers are also assessed, including the problems consumers experience with CE devices and how they currently resolve those problems.

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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

Publish Date: 1Q 2014

Slides: 67


Authored By:
Yilan Jiang - Senior Research Manager
John Barrett - Director of Consumer Analytics

Published by Parks Associates
© January 2014 Parks Associates | Dallas, Texas 75248

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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