Thursday, March 21, 2013

Report finds technical support lacking for home network users

Today, the average home might have a couple of desktops, a laptop or two, a tablet and several smartphones that are connecting to a home network through a router. Parks Associates, an international research firm, estimates that 78% of U.S. broadband households had a home network router in 2012, up from 54% in 2009.

With all this sophisticated connectivity, it's little wonder consumers encounter problems and frustrations with their home networks.

Parks Associates says the increasing number of frustrated consumers shouldn't come as a surprise.

"Tablets, game consoles and smartphones have been incredibly popular, but the influx of connected devices adds new layers of complexity to the connected home," said Patrice Samuels, a research analyst at Parks Associates. "Approximately 35% of broadband households experience home networking problems when trying to sync devices and enable functions."

Not surprisingly, Parks Associates research finds 68% of U.S. broadband households are interested in new technical support services. Over 70% of these consumers say they would expect this service to address all of their technical problems, highlighting the importance of a comprehensive support solution that covers all of the devices and services on the home network.

From the article, "Report finds technical support lacking for home network users" by Mark Huffman. 

Next: Smart household devices may be your biggest security blindspot

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