Research firm reveals influence of product experience on repeat purchases of connected devices

Parks Associates announced new research today showing that approximately one-third of smart home device owners experience problems with their smart home devices and nearly 10% report problems connecting a smart home device to the home network router. Consumers encounter these issues more often when setting up smart sprinkler systems, networked security cameras, and water leak detectors compared to other smart home devices.

Parks Associates’ new industry report Tech Support: Influencing IoT Adoption examines the complexities and security risks that may serve as barriers to adoption of smart home and other emerging connected devices.

“Smart home devices utilize nascent technologies, which increases the likelihood of problems with setup, product interoperability, and user error,” said Patrice Samuels, Research Analyst, Parks Associates. “Until emerging devices evolve to a point where they are reliable and intuitive, support providers must implement solid support strategies that ensure customers have good experiences during product onboarding and get the full benefits of their new products.”

The diversity in the technical composition of connected products and in the technical landscape of broadband households means that not every product is a good fit for every household. The number of connected products is also expected to rise significantly in 2016, with 50% of broadband households indicating their intention to purchase at least one smart home device in the next 12 months. The most popular setup experience for these devices is plug-and-play.

“The fewer the number of steps that consumers have to take to get their device up and running, the better,” Samuels said. “The same goes for problems – the fewer problems or service interruptions that come to the attention of a user, the better the perceived product experience. Ideal support for the smart home must, therefore, be automated and proactive.”

For more information about Parks Associates research, contact [email protected]. To schedule an interview with an analyst or to request specific research data, please contact Holly Sprague at [email protected].

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. https://www.parksassociates.com
 

Next: Privacy and Data Security Concerns Expand among IoT Consumers
Previous: IoT Top Trends and How Support Impacts Brand Loyalty and the Bottom Line

Be the first to leave a comment.

Have a comment? Login or create an account to start a discussion.