Providing market intelligence for more than 35 years

Support Services

Q4 2016

Industry Report

Evolution of Support Services: Global Trends and Outlook

This report examines trends in device adoption among broadband households in the U.S., Europe, and other regions worldwide. It also examines the primary gaps in product and support experiences faced by consumers and assesses the market demand for premium support services. The report includes a five-year global forecast for premium support services.


Download Table of Contents (PDF)

1.0            Report Summary

1.1            Purpose of Report

1.2            Scope of Report

1.3            Research Approach/Sources

2.0            Drivers of Support Needs

3.0            Device Adoption

3.1            Computing and Entertainment Devices

3.2            Smart Home Devices

3.3            Connected Healthcare Devices

4.0            Device Problems

4.1            Connected Computing and Entertainment Device Problems

4.2            Smart Home Device Problems

4.3            Connected Healthcare Device Problems

5.0            Use of Support Resources

5.1            Self-Support versus Professional Support

5.2            Paying for Support

5.3            Support Subscriptions

6.0            Trends and Outlook

6.1            Proactive and Personalized Support

6.2            Reducing Customer Effort Using Technology

6.3            Social Support Initiatives

6.4            Cognizant of Security

7.0            Forecast

7.1            Forecast Methodology

7.1.1        Setup and Installation Services

7.1.2        One-time Support Services

7.1.3        Subscription Services

7.2            North America

7.3            Western Europe

7.4            Asia-Pacific

8.0            Implications and Recommendations

9.0            Appendix

9.1            Glossary

9.2            Index

9.3            Image Sources

Global Computing and Entertainment Device Penetration
Global Smart Home Device Penetration
Connected Healthcare Device Adoption
Problems Experienced with Devices (2014 & 2016)
Problems with Connected Computing and Entertainment Devices (2016)
Smart Home Devices: Technical Problems Experienced (2014 & 2016)
Leading Smart Home Access and Lighting Device Problems (2015 - 2016)
Leading Smart Sensor and Smart Home Device Problems (2015 - 2016)
Leading Connected Healthcare Device Problems (2015 - 2016)
Technical Problem Resolution: Professional Channels (2014 & 2016)
Technical Problem Resolution: Self-Help Channels (2014 & 2016)
Problems Resolution in the U.S Market (2014)
Problems Resolution in the U.S Market (2016)
Problems Resolution Western Europe (2015)
Trends in Subscription Technical Support Service Adoption (2012 - 2016)
Premium Support Services from Major Brands in North America
Premium Support Services from Major Brands in Western Europe and Asia-Pacific
Proactive and Personalized Support Solutions
Importance of and Satisfaction with Aspect of Support (Q1/16)
Automation Strategies that Reduce Customer Effort
Importance of and Satisfaction with Aspect of Support (Q1/16)
Consumer Concerns when Using Connected Devices (Q3/15)
Bask Premium Technical Support Service
Forecast Methodology – Setup/Installation Services
Forecast Methodology – One-time Support Services
Forecast Methodology – Subscription Support Services
Total Revenue – Premium Technical Support Services in North America
Total Revenue – Premium Technical Support Services – Western Europe
Total Revenue – Premium Technical Support Services – Asia-Pacific

© December 2016 Parks Associates
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. 

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.


The Parks Points Newsletter Features All Aspects Of Our Research, Including Smart Home, Iot Devices, Entertainment And Digital Media, Security, Energy, Health, And Consumer Data.