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Consumer Research
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Subscribe Now | Support Services for Modern Connected LifestylesDownload Table of Contents (PDF) Survey Methodology and Definitions Executive Summary Smart Home Device Return Rate in the Last 12 Months CE Products Rated "Very Difficult" To Set Up Difficulty with Self Installations by Smart Home Devices Attitudes Towards Technical Support Service & Extended Warranty Service Device Set Up Preferences Home Network: Technical Problems Experienced Device Purchasing Historical Trends in Adoption of Consumer Electronics Products – Top 11 Categories Historical Trends in Adoption of Consumer Electronics Products – Cont'd Consumer Electronics Device Purchases and High Intention to Buy Smart Device Ownership Smart Safety & Security Device Ownership Smart Energy, Lighting, Water Device Ownership Smart Appliance Ownership Smart Home Device Purchases Smart Security & Safety Device Purchases Smart Energy, Lighting, Water Device Purchases Smart Appliance Purchases Overall Purchase Process by Smart Home Device Units Primary Information Source for Smart Home Device Purchase by Units Information Researched Before Smart Home Purchases Desired Information for Future Device Purchases Understanding Level of Researched Information Device Setup 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 by Smart Appliances Difficulty with Setup by CE Devices Difficulty with Self Installations by Smart Home Devices Actions Taken for Smart Home Device Setup Problems Experienced When Self Installing Smart Home Devices Problems Experienced When Self Installing Smart Appliances Problems Experienced When Self Set-Up CE Devices Device Set Up Preference Preferred Technical Support Solution for Device 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 Device Returns CE Device Return Rate in the Last 12 Months Reasons for Returning CE Devices Reasons for Returning CE Devices Reasons for Returning CE Devices, Cont’d Reasons for Returning CE Devices, Cont’d Actions after Returning CE Devices Smart Home Device Return Rate in the Last 12 Months vs Purchase rate in the Past 6 Months Reasons for Returning Smart Home Devices Reasons for Returning Smart Home Devices Reasons for Returning Smart Home Devices, Cont’d Reasons for Returning Smart Appliances Actions after Returning Smart Home Devices Actions after Returning Smart Appliance Likelihood of Purchasing New Product From Same Brand as Returned Technical Problems – Smart Home Deep Dive Smart Home Devices: Number of Technical Problems Experienced Smart Home Devices: Experiencing Technical Problems vs Avg Devices Owned by Age of Respondents Smart Home Device: Technical Problems Experienced Smart Appliance: Technical Problems Experienced Smart Home Devices: Technical Problems Experienced Smart Home Device: 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 and Support Subscriptions CE Device: Extended Warranty vs. Technical Support Service Subscription Smart Home Device: Extended Warranty vs. Technical Support Service Subscription 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 to Resolve Issue Smart Home Device: Number of Times Technical Support Service Contacted to Resolve Issue High Appeal of Smart Home Device Support Service Top 15 CE Devices: Technical Support & Warranty Service Coverage Preference CE Device: Technical Support & Warranty Service Coverage Preference, Cont’d 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 Experienced Technical Problem Experienced by Household with Children Technical Problem Experienced with Wi-Fi by Age No Technical Problem Experienced by Education 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 Devices Owned Willingness to Pay for Add-On Home Network Service Remote Work: Pain Points and Demand for New Solutions Activities More Often Occurring at Home Now Than Before 2020 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 Publish Date: 1Q 2023 Slides: 104 Authored By: John Barrett - Director of Consumer Analytics Yilan Jiang - Senior Director of Consumer Analytics
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