Support for Home Networks

About the Research

Previous Research

The Market for Subscription Technical Support Services (Q4/13)

The Evolution of Tech Support: Trends and Outlook (Q4/13)

Automating Consumer Technical Support (Q3/13)

Creating Holistic Consumer Technology Support Services (Q4/12)

Warranties and Support Services for Smartphones, TVs and MP3 Players (Q3/12)

Key Findings

Recommendations

Market Overview

Home Network Adoption (2009 - 2013)

Home Network Purchases (2008-2012)

Average Selling Price of Home Networks (2008 - 2012)

Home Networks: Top Five Brands Purchased (2010 - 2012)

Home Network Purchase Location (Q1/13)

Home Network Purchases by Retail Store (Q1/13)

Average Number of Connected Devices Owned per BB HH (2010 - 2013)

Difficulty in Giving up CE Devices (Q3/13)

Frequency of Connected Device Problems (Q4/12)

Home Network Problems (2010 vs. 2013)

Total Types of Home Network Problems Experienced (Q3/13)

Support Agent Interactions

Interaction with Technical Support Agent (Q3/13)

Home Network Support: Type of Agent Contacted (Q3/13)

Home Network Support: Method of Interacting with Technical Support Agents (Q3/13)

Home Network Support: Problem Resolution (Q3/13)

Home Network Support: Satisfaction with Technical Assistance (Q3/13)

Home Network Support: Out-of-Pocket Expenses (Q3/13)

Home Network Support: Changing Providers Due To Support Experience (Q3/13)

Home Network Set-Up

New Setups Over the Past 12 Months (Q3/12)

The Person Setting Up the New Device (Q3/12)

Inconvenience of Set-up by Device (Q3/12)

Number of Problems Experienced when Setting Up Device (Q3/12)

Average Number of Problems By Device (Q3/12)

Home Networks: Actions Taken When Setting Up the New Device (Q3/12)

Average Number of Actions Taken During Set-Up (Q3/12)

Adoption of Subscription Support Services

Technical Support Service Subscription (Q3/13)

Number of Devices Covered in Packages by Technical Support Subscription Segments (Q3/13)

Average Cost of Current Subscription Support Services (Q3/13)

Expected Cost of Technical Support Services (Q3/13)

Subscription Technical Support Service and Home Network Ownership (Q3/13)

Devices Covered by Subscription Technical Support Services (Q3/13)

Subscription Support for Home Networks: Length of Subscription (Q3/13)

Subscription Support for Home Networks: Support Provider (Q3/13)

Devices Considered for Technical Support Plans (Q3/13)

Devices Covered by Previous Technical Support Plans (Q3/13)

Devices Covered by Extended Warranty (Q3/13)

Demand for Home Network Support Services

Demand Test for a Broad Range of Support Services

Interest in New Technical Support Services (Q3/12)

Interest in New Technical Support Services - Cont. (Q3/12)

Devices Considered for New Technical Support Service (Q3/12)

Additional Research from Parks Associates