Bridging Gaps Between Consumer Expectations and Reality in the IoT

by Parks Associates | Oct. 23, 2014

According to Parks Associates research, 25% of U.S. broadband households with smart home devices experience problems monthly. As consumers adopt new categories of devices, including home automation and home monitoring devices, new support opportunities emerge. Successful premium support services will need to take a comprehensive approach to address consumer needs and help consumers get the most out of their devices as the Internet of Things continues to expand.

Parks Associates and PlumChoice recently aired an industry webcast focusing on how technical support companies can provide an "Internet of Services" to customers. The webcast specifically provided strategies to bridge consumer expectations—convenience, control, and a seamless experience—with scalable ways to deliver the breadth of service necessary to support consumers' technology needs.

Research highlights from the webcast included:

  • Total penetration of connected devices in U.S. broadband households
  • Consumer perspectives on top desired features and functions in smart home devices
  • Percentage of consumers who have security and privacy concerns regarding smart home devices


Speakers on the webcast included three executives from PlumChoice: Wynn Grubbs, SVP Business and Partner Development; Estelle M. Prescott, VP Partner Services; and Channing Lai, Director Product Management. The discussion was led by Parks Associates analyst Patrice Samuels.

Download the webcast recording and slide deck by clicking here.

Further Reading:



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