Consumers: Expanding Tech Support provides research and analysis of consumer experiences, preferences, and expectations for premium home technical support services. This consumer research project helps service providers, retailers, OEMs, software vendors, and third-party providers understand the consumer mindset as it relates to tech support, resulting in new and successful marketing and sales strategies.

  • Tracks consumer willingness to pay for premium tech support
  • Gives insight into the rate and rationale for new product and service adoption
  • Analyzes consumer response rates to different marketing and promotional offerings
  • Provides the market size for preventative and break/fix premium support services and product warranties
  • Examines potential revenue opportunities for installation support, troubleshooting, and extended service plans
  • Explains the manner consumers use to resolve issues, including friends and family and DIY solutions, and their willingness to select the optimal “Trusted Digital Home Advisor” partner

Tech Support at the Time of Purchase for Mobile Handsets, PCs, Televisions, Tablets, and iPods/MP3 Players

  • Percentages purchasing extended warranties, equipment protection, setup and configuration services, and technical support services for new devices
  • Amount paid for support features
  • Satisfaction with support features
  • Likelihood of purchasing support features with next product purchase
  • Handset: Percentages purchasing equipment protection, locator, remote lockdown or erase, and backup services
  • TV: Percentages purchasing remote control programming, calibration, home theater setup, and mounting services
  • PC: Percentages purchasing in-home setup, software removal, software installation, in-home training sessions, and data backup and transfer

Importance of the Warranty Service Policy in the Purchase of Consumer Electronics

Premium Technical Support Subscriptions

  • Number of households with service, including remote vs. monitoring
  • Comparison to past Parks Associates surveys
  • Household expenditures for premium tech support
  • Use of premium tech support subscriptions
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