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Consumer Research
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Subscribe Now | The Connected Consumer and Changing Support NeedsDownload Table of Contents (PDF) Survey Methodology and Definitions Survey Sample & Fielding Parks Associates 2021 Respondent Quotas Executive Summary Purchase Process of Smart Home Device Information Researched Before Smart Home Purchases Smart Home Device Return Rate in the Last 12 Months Smart Home Devices: Difficulty with Setup by Devices Smart Home Devices: Number of Technical Problems Experienced Activities Performed More Than Before 2020 Problems Experienced While Working At Home Device Purchase Smart Security & Safety Device Purchases Smart Energy, Lighting, Water Device Purchases Smart Appliance Purchases Purchase Process of Smart Home Devices Purchase Process of Smart Safety & Energy Device Purchase Process of Smart Appliance Primary Information Source for Smart Home Device Purchases Primary Information Source for Smart Safety & Energy Device Purchases Information Source of Smart Appliance Purchases Information Researched Before Smart Home Purchases Understanding Level of Researched Information Desired Information for Future Device Purchases Device Returns CE Device Return Rate in the Last 12 Months Smart Home Device Return Rate in the Last 12 Months Reasons for Returning CE Devices Reasons for Returning CE Devices Reasons for Returning Smart Home Devices Reasons for Returning Smart Home Devices Reasons for Returning Smart Appliances Likelihood of Purchasing New Product From Same Brand as Returned Device Setup Smart Device Ownership Overall Smart Home Device Installation Methods CE Device Installation Method by Units Smart Home Device Installation Method by Units Installation Methods by CE Devices Installation Methods by Smart Home Devices Installation Methods for Smart Appliances CE Devices: Difficulty with Setup by Devices Smart Home Devices: Difficulty with Setup by Devices CE Device: Seeking Professional Support for Setting Up Devices Smart Home Device: Seeking Professional Support for Setting Up Devices Smart Appliance: Seeking Professional Support for Setting Up Devices Overall CE Device Professional Support Provider Overall Smart Home Device Professional Support Provider CE Devices: Professional Support Service Providers Smart Home Devices: Professional Support Service Providers Smart Appliances: Professional Support Service Providers Device Set Up Preference Preferred Technical Support Solution for Self-Installation CE Devices: Consumer Willingness to Pay for Professional Device Set-Up/Installation Smart Home Devices: Payment Preference for Professional Device Set-Up and Installation Smart Appliances: Willingness to Pay for Professional Device Set-Up and Installation Technical Problems Smart Home Devices: Number of Technical Problems Experienced Number of Technical Problems Experienced by Age of Respondents Smart Home Device: Technical Problems Experienced Smart Appliance: Technical Problems Experienced Smart Home Devices: Actions Taken After Experiencing Technical Problems Smart Home Device: Resolution of Technical Problems by Units Smart Home Device: Payment Method for Professional Assistance Smart Home Devices: Methods of Receiving Technical Support Services Preferred Method For Future Technical Support Satisfaction Level Regarding Technical Support Service Received Extended Warranty, Support and Support Subscriptions CE Device: Extended Warranty vs. Technical Support Service Subscription Smart Home Device: Extended Warranty vs. Technical Support Service Subscription Technical Support Subscription Service Provider CE Device: Number of Times Technical Support Service Used Smart Home Device: Number of Times Technical Support Service Used CE Device: Number of Times Technical Support Service Contacted Smart Home Device: Number of Times Technical Support Service Contacted High Appeal of Smart Home Device Support Service CE Device: Technical Support & Warranty Service Coverage Preference Smart Home Device: Technical Support & Warranty Service Coverage Preference Smart Appliance: Technical Support & Warranty Service Coverage Preference Attitudes Towards Technical Support Service vs. Extended Warranty Service Home Network Support Home Network: Technical Problems Technical Problem Experienced by Household with Children No Technical Problem Experienced by Age Interest in Add-On Network Services High Interest in Add-On Home Internet Service by Age High Interest in Add-On Home Internet Service by Number of Smart Home Device Owned Willingness to Pay for Add-On Home Network Support Service Remote Work: Pain Points and Demand for New Solutions Activities More Often Occurring at Home Now Than Before 2020 Activities Performed More Than 2020 by Educational Level Problems Experienced While Working At Home Actions Taken To Respond to Internet Issues Solutions Considered For Solving Internet Issues Most Important Technical Support Service Features Best Payment Options For Working At Home Technical Support Service Problems Experienced While Attending School At Home Willingness to Pay For Attending School At Home Technical Support Service Technical Issues Experienced By Activities Performed Appendix Defining Heads of Broadband Households Publish Date: 4Q 2021 Slides: 98 Authored By: Patrice Samuels - Sr. Manager, Market Research John Barrett - Director of Consumer Analytics Yilan Jiang - Senior Director of Consumer Analytics
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