Technical Support for Emerging Devices

Technical Support for Emerging Devices analyzes the demand for support services that cover product categories that have thus far received marginal attention from support providers. 

Devices categorized as “emerging” in this sense include smart TVs, connected Blu-ray players and DVRs, game consoles, streaming media players, smart thermostats, electronic door locks, IP security cameras, automatic lighting controls, networked audio systems, and wireless speakers.

Parks Associates’ Digital Home Support Services research service analyzes consumer experiences, preferences, and expectations for premium home technical support services.

Price: $6,500.00

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Technical Support for Emerging Devices

Notes on Methodology

Previous Research

Key Findings

Recommendations

Trending Data on Emerging Device Adoption

Consumer Electronics Adoption (2009 - 2012)

Percentage of Broadband Households Connecting CE Devices to the Internet (2010 - 2013)

Adoption of Network Audio System and Wireless Speakers (Q1/13)

Adoption of Energy/Home Security Devices (Q1/13)

Adoption of Emerging Devices (Q1/13)

Total Number of Emerging Devices in HH (Q1/13)

Total Number of Emerging Devices in HH Excluding Game Consoles (Q1/13)

Purchase Intentions for Emerging Devices

Consumer Electronics Spending Plan Comparison (2008 - 2012)

Computing/Home Networking Device Holiday Purchase Intention (2010 - 2012)

Home Entertainment Device Holiday Purchase Intention (2010 - 2012)

% of BB HHs Intending to Purchase Featured TVs (2010 - 2012)

Accessory Holiday Purchase Intention (2010 - 2012)

Mobile Device Holiday Purchase Intention (2010 - 2012)

Respondents were presented with a hypothetical list of connected home management equipment and price points.

Intention to Purchase Home Monitoring Products (Q4/12)

Number of Home Monitoring Products Intended to Purchase (Q4/12)

Total Number of Equipment Types Willing to be Purchased (Q4/12)

Demand for Emerging Device Support

Frequency of Device Problems - Top 5 (Q4/12)

Frequency of Device Problems - Cont'd  (Q4/12)

Consumers report a variety of problems with connected devices.

% of Broadband HHs Experiencing Problems with Emerging Devices (Q4/12)

Respondents were asked the value of having technical support for a range of devices.

Perceived Value of Professional Technical Support - Top 5 (Q4/12)

Perceived Value of Professional Technical Support - Cont'd (Q4/12)

% Valuing Technical Support (Q1/13)

Total Number of Emerging Devices for which Technical Support would be Valuable (Q1/13)

Respondents were asked their willingness to pay $29.99/ month for a support service for their devices.

Likelihood of Paying $29.99/month for Emerging Device Technical Support (Q1/13)

% Valuing Support for Base Devices Among those Valuing Support for Emerging Devices (Q1/13) 

Total Number of Base Devices for which Technical Support would be Valuable  Among those Valuing Support for Emerging Devices (Q1/13)

Total Number of Base Devices for which Technical Support would be Valuable Among those Likely to Subscribe to Support Service for Emerging Devices (Q1/13)

Tech Support Bundles

Preferred Bundled Service (Q4/12)

Demographic Profile of Those Interested in Technical Support Bundle

Publish Date: 1Q 2013

Slides: 62


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

Published by Parks Associates
© March 2013 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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Parks Associates has made every reasonable effort to ensure that all information in this report is correct. We assume no responsibility for any inadvertent errors.
 

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