About the Research

Previous Research

The Demand for Device & Network Security (Q3/15)

IT and Support Services for Small Businesses (Q2/15)

Supporting the Smart Home (Q2/15)

360 View: Supporting the Connected Consumer (Q1/15)

Tech Support: Meeting IoT Demands (Q1/15)

Tech Support: International Market Opportunities (Q4/14)

Key Findings

Industry Insight

Recommendations

Adoption of Support Subscriptions:

Trends in Technical Support Service Subscription (2012 - 2015)

Technical Support Subscription (2013-15)

Devices Covered by Subscription Technical Support Plan (Q3/15)

Computer Technical Support Subscription (2013 - 2015)

Mobile Device Technical Support Subscription (2012 - 2015)

Company Providing Subscription Technical Support Service (Q3/15)

Adoption of Technical Support Subscription by Age (2014 - 2015)

Adoption of Technical Support Subscription by Gender (2013 - 2015)

Adoption of Technical Support Subscription by Household Income (2014 - 2015)

Adoption of Technical Support Subscription by Children At Home (2014 - 2015)

Adoption of Technical Support Subscription by Total # of Device Owned (2014 - 2015)

Adoption of Technical Support Subscription by Attitude to Technology (Q3/15)

Adoption of Technical Support Subscription by Past Experience with Device Problems (2014 - 2015)

Consumer Concerns when Using Connected Devices (Q3/15)

Technical Support Subscription by Number of Technical Concerns (Q3/15)

Length of Time with a Technical Support Subscription (2014 - 2015)

Length of Time with Technical Support Subscription by Provider (Q3/15)

Technical Support Subscription by Specific Problem Experienced (Q3/15)

Technical Support Subscription by Specific Technical and Security Concerns (Q3/15)

Specific Concerns of Non-Subscribers to Technical Support Services (Q3/15)

Use of Premium Technical Support Subscriptions:

Number of Times Using Subscription Technical Support Plan in Past 12 Months (2014-15)

Average Number of Times Using Subscription Technical Support Plan by Age (2014 - 2015)

Average Number of Times Using Subscription Technical Support Plan by Number of Problems Experienced (2014 - 2015)

Average Number of Times Using Subscription Technical Support Plan by Gender (2014 - 2015)

Number of Times Using Subscription Technical Support Plan in Past 12 Months by Children at Home (Q3/15)

Number of Times Using Subscription Technical Support Plan in Past 12 Months by Attitudes Toward Using Technology (Q3/15)

Number of Times Using Subscription Technical Support Plan by Provider (Q3/15)

Renewal of Premium Support Services:

Likelihood of Renewing Current Subscription Technical Support Plan (2014-2015)

Likelihood of Renewing Current Subscription Technical Support Plan by Number of Times Using Plan in Past 12 Months (Q3/15)

Likelihood of Renewing Current Subscription Service by Length of Time with Technical Support Subscription (Q3/15)

Likelihood of Renewing Subscription Technical Support Plan by Service Provider (Q3/15)

Likelihood of Renewing Current Subscription Technical Support Plan by Reasons for Enrolling in a Plan (Q3/15)

Average Monthly Cost by Likelihood to Renew Subscription Technical Support Plan (Q3/14)

Likelihood of Renewing Current Subscription Technical Support Plan by Age (Q3/15)

Likelihood of Renewing Subscription Technical Support Plan by Gender (Q3/15)

Factors that Increase Likelihood of Subscription Renewal:

Features Increasing Technical Support Subscription Renewal (Q3/15)

Features Increasing Subscription Service Renewal by Gender (Q3/15)

Intention to Renew Subscription Technical Support Plan if Offered a Service that Informs about the New and Most Advanced Features of Similar Devices by Children at Home (Q3/15)

Features Increasing Subscription Service Renewal by Length of Timing Subscribing
to Technical Plan (Q3/15)

Additional Research from Parks Associates