Browse All Primary Research Consumers: Expanding Tech Support

Consumers: Expanding Tech Support provides research and analysis of consumer experiences, preferences, and expectations for premium home technical support services. This consumer research project helps service providers, retailers, OEMs, software vendors, and third-party providers understand the consumer mindset as it relates to tech support, resulting in new and successful marketing and sales strategies.

  • Tracks consumer willingness to pay for premium tech support
  • Gives insight into the rate and rationale for new product and service adoption
  • Analyzes consumer response rates to different marketing and promotional offerings
  • Provides the market size for preventative and break/fix premium support services and product warranties
  • Examines potential revenue opportunities for installation support, troubleshooting, and extended service plans
  • Explains the manner consumers use to resolve issues, including friends and family and DIY solutions, and their willingness to select the optimal “Trusted Digital Home Advisor” partner

Tech Support at the Time of Purchase for Mobile Handsets, PCs, Televisions, Tablets, and iPods/MP3 Players

  • Percentages purchasing extended warranties, equipment protection, setup and configuration services, and technical support services for new devices
  • Amount paid for support features
  • Satisfaction with support features
  • Likelihood of purchasing support features with next product purchase
  • Handset: Percentages purchasing equipment protection, locator, remote lockdown or erase, and backup services
  • TV: Percentages purchasing remote control programming, calibration, home theater setup, and mounting services
  • PC: Percentages purchasing in-home setup, software removal, software installation, in-home training sessions, and data backup and transfer

Importance of the Warranty Service Policy in the Purchase of Consumer Electronics

Premium Technical Support Subscriptions

  • Number of households with service, including remote vs. monitoring
  • Comparison to past Parks Associates surveys
  • Household expenditures for premium tech support
  • Use of premium tech support subscriptions
Customer Support in the Digital Home: Europe

This project features consumer surveys of multiple European countries that provide a quantitative assessment of the market for digital home technical and support services. It examines current digital lifestyle products and services and identifies opportunities in advanced troubleshooting applications, break/fix services, and proactive automated solutions.



 Customer Support in the Digital Home: Europe
SMB Demand for Technical Support Services

This survey of U.S. small- and medium-sized businesses (SMB) gauges their need for premium technical support services. This study provides insight into technical support needs, examines current tech support solutions, and looks at preferred providers and pricing.

Parks Associates surveyed several hundred owners, managers, and IT support decision makers from small and medium businesses across a number of industries for this project.

Key Benefits

  • Quantifies SMB demand for technical support services
  • Determines current provision of technical support
  • Identifies the technology products and services that require the most support
  • Identifies preferred providers and pricing
  • Segments the businesses most likely to use technical support services – by business type, number of employees and computers, etc.
     


 SMB Demand for Technical Support Services
Consumer Demand for Technical Support Services

This third installment in Parks Associates' groundbreaking tech support research provides data on consumer need for and interest in premium technical support services, with additional insight on adoption of “attached” services.

It identifies consumer response to marketing and other promotions and quantifies today’s market opportunity for premium technical support services.



 Consumer Demand for Technical Support Services
  • Consumer Technical Support Services: Overview

    This report analyzes how various vendors are creating technical support offerings for U.S. and global consumers. It provides an overview of the key services being offered and discusses the role of support businesses in the context of revenue and new service category creation. It also provides primary consumer data and includes forecasts for different categories of premium technical support services through 2015.

  • Opportunities for SMB Technical Support

    This report provides an overview of both the demand- and supply-side drivers for technical support services to the small- and medium-sized business markets. It quantifies the technology environment and sheds light into today’s current demand for premium technical support offerings.
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