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Support Services

Preference for DIY install is dropping, as installation difficulties drive returns

Smart home and CE consumer research study finds nearly one-half of households now prefer working with a professional technician

Parks Associates’ latest  research, Quantified Consumer: Support Services for Modern Connected Lifestyles, reveals US household preferences for DIY install are dropping, as installation difficulties are driving product returns. The Quantified Consumer study of 10,000 US Internet households examines the support needs and options for consumers buying, installing, and using consumer electronics (CE) and smart home devices.

The research also shows that the number of households selecting self-install has declined nearly 30% since 2019. Nearly one-half of household now prefer working with a professional technician, and in-home support is the most appealing manner of professional support.

DIY service smart home and security setup

“New work-at-home activities make home network dependability more critical than in the past,” said Elizabeth Parks, President and CMO, Parks Associates. “These activities are driving high willingness to pay for support services, either as part of a device price at acquisition or an aftermarket service add-on. Providers have new opportunities to support consumers’ remote work lifestyles and to provide that support virtually.”

About Parks Associates

Parks Associates, a woman-founded and certified business, is an internationally recognized market research and consulting company specializing in emerging consumer technology products and services. Founded in 1986, Parks Associates provides business intelligence and research services through its proprietary methodologies developed over decades, including quarterly surveys of 10,000 internet households.

The company's expertise crosses many industries: home security and smart home, streaming video, broadband and pay-TV services, digital media and platforms, gaming, Wi-Fi and home networks, connected health, support, consumer electronics, home control systems, energy management, and tech solutions for the multi-dwelling (MDU), small-to-medium business (SMB), and commercial building markets.

Each year, Parks Associates brings thousands of leaders together for its webinars and annual events. The firm hosts the annual executive research and strategy conferences CONNECTIONS™, Connected Health Summit, Smart Energy Summit, Smart Spaces, and Future of Video.

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