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市場調查報告書

加入型技術支援服務市場

The Market for Subscription Technical Support Services

出版商 Parks Associates 商品編碼 293334
出版日期 內容資訊 英文
商品交期: 最快1-2個工作天內
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加入型技術支援服務市場 The Market for Subscription Technical Support Services
出版日期: 2014年01月30日 內容資訊: 英文
簡介

本報告提供家庭的家電(CE)設備的加入型技術支援服務市場的相關調查,消費者體驗CE設備後的問題和解決方法,技術支援代理商的交換,問題的解決率和滿意度,及用戶的統計簡介等彙整資料,為您概述為以下內容。

關於調查

上次調查

主要調查結果

建議

市場概要

家電引進趨勢

  • 每1寬頻家庭(BB HH)所有的連網型設備的平均數
  • 家電的引進
  • 放棄CE設備的困難
  • 購買CE的BB HH的%
  • CE設備的購買

設備的問題

  • 連網型設備問題的頻率
  • 家庭網路問題
  • 曾經經歷的智慧型手機問題
  • 曾經經歷的智慧型手機問題:各作業系統
  • 曾經經歷的智慧型手機問題的種類
  • 曾經經歷的平板電腦問題
  • 曾經經歷的平板電腦問題的種類

跟技術專家的聯繫

  • 跟技術支援代理商的聯繫
  • 跟技術支援代理商的聯繫方式
  • 消費者聯繫的技術支援代理商的種類
  • 技術問題的解決率:各設備
  • 對技術助手的高滿意度
  • 解決技術問題的費用:各設備
  • 一次性技術支援服務的平均成本
  • 經歷了技術問題之後變更為別的供應商

加入型支援服務檢討&引進

  • 對象設備:延長保固服務
  • 加入型技術支援服務市場
  • 加入型技術支援服務的利用:各年齡
  • 對加入型技術支援服務的利用:各CE設備的年度每戶支出
  • 加入型技術支援服務的利用:性別
  • 跟技術支援代理商的聯繫:各加入型支援服務的經驗
  • 跟技術支援代理商的聯繫:各CE設備的年度支出
  • 上次的加入型技術支援服務計劃的期間

技術支援加入市場區隔的統計簡介

  • 技術支援用戶的統計比較
  • 網路家電的平均數:各加入型支援服務市場區隔
  • 對E的年度每戶支出:各加入型支援服務市場區隔
  • 包裝的對象設備:各加入型支援服務市場區隔
  • 包裝的對象設備數:各加入型支援服務市場區隔
  • 目前加入型支援服務的平均成本
  • 加入型支援服務的成本預測
  • 加入型服務供應商
  • 加入型支援服務的利用頻率
  • 決定使用加入型支援服務的理由為何?
  • 決定使用加入型支援服務的理由和此後取消了的理由為何?

Parks Associates的其他調查

目錄

The Market for Subscription Technical Support Services analyzes households that currently have or previously had a subscription support service for a CE device. It also analyzes households that considered subscribing to such a service but ultimately decided not to subscribe. Key market drivers are also assessed, including the problems consumers experience with CE devices and how they currently resolve those problems.

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Table of Contents

About the Research

Previous Research

Key Findings

Recommendations

Market Overview

Trends in Consumer Electronics Adoption

  • Average Number of Connected Devices Owned per BB HH (2010 - 2013)
  • Consumer Electronics Adoption (2009 - 2013)
  • Difficulty in Giving up CE Devices (Q3/13)
  • % BB HHs Making a CE Purchase in 1H of the Year (2010 - 2013)
  • Consumer Electronics Device Purchases in 1H of the Year (2012 vs. 2013)

Device Problems

  • Frequency of Connected Device Problems (Q4/12)
  • Home Network Problems (2010 vs. 2013)
  • Smartphone Problem Experienced (2012 - 2013)
  • Smartphone Problem Experienced by Operating System (Q3/13)
  • Type of Smartphone Problems Experienced (2012 vs. 2013)
  • Tablet Problem Experienced (2012 - 2013)
  • Type of Tablet Problems Experienced (2012 - 2013)

Interactions with Professional Technicians

  • Interaction with Technical Support Agent (Q3/13)
  • Methods of Interacting with Technical Support Agents (Q3/13)
  • Type of Technical Support Agents Consumer Contacted (Q3/13)
  • Technical Problem Resolution Rate by Devices (Q3/13)
  • High Satisfaction with Technical Assistance (Q3/13)
  • Expenses to Resolve the Technical Issues by Devices (Q3/13)
  • Average Cost of One-Time Technical Support Service (Q3/13)
  • Switching to a Different Provider After Experiencing Technical Problems (Q3/13)

Consideration & Adoption of Subscription Support Services

  • Devices Covered by Extended Warranty (Q3/13)
  • Market for Subscription Technical Support Services (Q3/13)
  • Use of Subscription Technical Support Services by Age (Q3/13)
  • Use of Subscription Technical Support Services by Annual Household Spending on CE Devices (Q3/13)
  • Use of Subscription Technical Support Services by Gender (Q3/13)
  • Interaction with Technical Support Agent by Experience with Subscription Support Service (Q3/13)
  • Interaction with Technical Support Agent by Annual Spending on CE Devices (Q3/13)
  • Length of Previous Subscription Technical Support Plans (Q3/13)

Demographic Profile of Technical Support Subscription Segments

  • Demographic Comparison of Tech Support Subscribers (Q3/13)
  • Average Number of Connected CE Owned by Subscription Support Service Segments (Q3/13)
  • Annual Household Spending on Consumer Electronics by Subscription Support Service Segments (Q3/13)
  • Devices Covered in Packages by Technical Support Subscription Segments (Q3/13)
  • Number of Devices Covered in Packages by Technical Support Subscription Segments (Q3/13)
  • Average Cost of Current Subscription Support Services (Q3/13)
  • Expected Cost of Technical Support Services (Q3/13)
  • Subscription Service Providers (Q3/13)
  • Frequency of Using Subscription Support Services (Q3/12)
  • In a few words, tell us why you decided to get a subscription technical support service?
  • In a few words, tell us why you decided against getting a subscription technical support service?
  • In a few words, tell us why you decided to subscribe but then cancel a subscription technical support service?

Additional Research from Parks Associates

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