現代互聯生活方式的支持服務

Support Services for Modern Connected Lifestyles

出版日期: 2023年01月31日 | 出版商:

Parks Associates | 英文 104 Slides | 商品交期: 最快1-2個工作天內

價格

簡介目錄

這份報告探討了購買、安裝和使用消費電子產品和智能家居設備的消費者的支持需求和選擇，確定了消費者在連接設備、消費電子產品和其他技術產品方面體驗的關鍵領域。它確定了問題和問題的類型需要專業支持，並推薦自我和專業支持策略。它還評估對附加網絡服務的需求。

內容

研究方法和定義

執行摘要

過去 12 個月的智能家居設備退貨率
CE 產品被評為 "極難" 設置
自行安裝困難：通過智能家居設備
對技術支持服務和延保服務的態度
設備設置偏好
家庭網絡：遇到技術問題

購買設備

消費電子產品採用的歷史趨勢 - 前 11 個類別
消費電子產品採用的歷史趨勢 - 續
購買和購買消費電子設備的強烈意願
擁有智能設備
擁有智能安全和安保設備
擁有智能能源、照明和供水設備
擁有智能電器
購買智能家居設備
購買智能安全設備
購買智能能源、照明和供水設備
購買智能電器
智能家居設備的整體採購流程
購買智能家居設備的主要信息來源：按單位
購買智能家居之前研究的信息
未來購買設備所需的信息
瞭解調查信息

設備設置

整體智能家居設備安裝方法
如何安裝 CE 設備：按單元
安裝方式：以智能家居設備為單位
安裝方法：通過CE設備
安裝方式：通過智能家居設備
安裝方式：智能家電
設置困難：CE 設備
自行安裝困難：通過智能家居設備
為設置智能家居設備而採取的行動
自行安裝智能家居設備時出現的問題
自行安裝智能家電出現的問題
CE 設備自設置過程中出現的問題
設備設置偏好
推薦的設備自安裝技術支持方案
CE 設備：消費者願意為專業設備設置/安裝付費
智能家居設備：偏好為專業設備設置和安裝付費
智能家電：願意為專業設備設置和安裝付費

設備返回

過去 12 個月 CE 設備的退貨率
退回 CE 設備的原因
退回 CE 設備的原因（續）
歸還 CE 設備後的對應關係
最近 12 個月的智能家居設備退貨率和最近 6 個月的購買率
退回智能家居設備的原因
退回智能家居設備的原因（續）
退回智能家電的原因
智能家居設備返回後的響應
智能家電退貨後處理
可以從被退回的同一品牌購買新產品

技術問題 - 智能家居詳情

智能家居設備：遇到的技術問題數量
智能家居設備：遇到的技術問題與擁有設備的平均數量：按受訪者年齡組分類
智能家居設備：遇到的技術問題
智能家電：遇到技術問題
智能家居設備：遇到的技術問題
智能家居設備：遇到技術問題後採取的措施
智能家居設備：解決技術問題（按單位）
智能家居設備：專業支持的付款方式
智能家居設備：如何獲得技術支持服務
推薦的未來技術支持方法
對收到的技術支持服務的滿意度

延長保修和支持訂閱

CE 設備：延長保修期與技術支持服務訂閱
智能家居設備：延長保修與技術支持服務訂閱
CE 設備：使用技術支持服務的次數
智能家居設備：使用技術支持服務的次數
CE 設備：為解決問題聯繫技術支持服務的次數
智能家居設備：為解決問題聯繫技術支持服務的次數
智能家居設備支持服務的高吸引力
15 大 CE 設備：首選的技術支持和保修服務範圍
CE 設備：設定技術支持和保修服務的範圍，續
智能家居設備：對技術支持和保修服務範圍的偏好
智能設備：對技術支持和保修服務範圍的偏好
對技術支持服務和延保服務的態度

家庭網絡支持

家庭網絡：遇到技術問題
有孩子的家庭遇到的技術問題
Wi-Fi 遇到的技術問題：按年齡分類
在教育過程中沒有遇到技術問題
對附加網絡服務感興趣
對家庭互聯網附加服務的高度關註：按年齡組
對家庭互聯網附加服務的高度關註：按擁有的智能家居設備數量
願意為附加的家庭網絡服務付費

遠程工作：痛點和對新解決方案的需求

家庭活動比 2020 年之前更多
在家工作時遇到的問題
針對互聯網問題採取的行動
為解決互聯網問題而考慮的解決方案
最重要的技術支持服務特點
家庭技術支持服務的最佳付款方式
在家上學時遇到的問題
願意為在家上學的技術支持服務付費
在執行的活動中遇到的技術問題

簡介目錄

SYNOPSIS:

This study examines the support needs and options for consumers buying, installing and using consumer electronics and smart home devices. It identifies the leading issues consumers experience with connected devices, appliances, and other technology products; the types of issues that demand professional support; and preferred self and professional support strategies. In addition, the research assesses demand for add-on network services.

ANALYST INSIGHT:

"Consumer technical support needs are strongly influenced by the number and type of connected devices owned. More consumers working from home has led to an increase in the number of computing devices being used in internet households. At the same time, the smart home industry seeks to attract more mainstream buyers." - John Barrett, Director, Consumer Analytics, Parks Associates.

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