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市場調查報告書

家庭網路的支援

Support for Home Networks

出版商 Parks Associates 商品編碼 298824
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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家庭網路的支援 Support for Home Networks
出版日期: 2014年03月31日 內容資訊: 英文
簡介

本報告提供家庭網路的技術支援服務之消費者需求相關分析,彙整消費者家庭網路經驗的技術問題概要及其解決方法,還有目前用戶支援服務引進率與消費者需求之比較等資料。

家庭網路的支援

關於調查

上次調查

主要調查結果

建議

市場概要

  • 家庭網路的引進
  • 家庭網路的購買
  • 家庭網路的ASP
  • 家庭網路:購買品牌前五名
  • 家庭網路購買地點
  • 家庭網路的購買:零售商店別
  • 每位寬頻用戶的連網型設備平均擁有數
  • 賣掉CE設備的困難
  • 連網型設備問題的頻率
  • 家庭網路的問題
  • 經驗過家庭網路問題的種類

跟支援代理商的接觸

  • 跟技術支援代理商的接觸
  • 家庭網路支援:契約代理商的類型
  • 家庭網路支援:跟技術支援代理商的接觸方法
  • 家庭網路支援:問題的解決
  • 家庭網路支援:技術助手滿意度
  • 家庭網路支援:現金付款費用
  • 家庭網路支援:由於支援經驗而變更供應商

家庭網路的設定

  • 過去12個月的新設定
  • 設定新設備的人
  • 設定:各設備不便
  • 設備設定時所遭遇的問題數
  • 問題的平均數:各設備
  • 家庭網路:設定新設備時所採取的行動
  • 設定時所採取行動的平均數

用戶支援服務的引進

  • 技術支援服務用戶
  • 套裝對象的設備數:技術支援用戶各市場區隔
  • 目前用戶支援服務的平均數
  • 技術支援服務的期待原價
  • 用戶技術支援服務及家庭網路擁有
  • 對象設備:用戶技術各支援服務
  • 家庭網路的用戶支援:加入期間
  • 家庭網路的用戶支援:支援供應商
  • 針對技術支援計劃設備的評估
  • 上次技術支援計劃的對象設備
  • 延長保固服務對象的設備

家庭網路支援服務的需求

  • 廣泛的支援服務需的評估
  • 對於新技術支援服務的興趣
  • 新的技術支援服務的設備檢討

Parks Associates的追加調查

目錄

Support for Home Networks analyzes the consumer demand for technical support services for home networks. It begins with an overview of the technical problems consumers experience with home networks and how they currently resolve those problems. It then investigates the current adoption rate of subscription support services that cover home networks and contrasts current adoption against consumer demand for subscription services covering home networks.

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Table of Contents

Support for Home Networks

About the Research

Previous Research

  • The Market for Subscription Technical Support Services (Q4/13)
  • The Evolution of Tech Support: Trends and Outlook (Q4/13)
  • Automating Consumer Technical Support (Q3/13)
  • Creating Holistic Consumer Technology Support Services (Q4/12)
  • Warranties and Support Services for Smartphones, TVs and MP3 Players (Q3/12)

Key Findings

Recommendations

Market Overview

  • Home Network Adoption (2009 - 2013)
  • Home Network Purchases (2008-2012)
  • Average Selling Price of Home Networks (2008 - 2012)
  • Home Networks: Top Five Brands Purchased (2010 - 2012)
  • Home Network Purchase Location (Q1/13)
  • Home Network Purchases by Retail Store (Q1/13)
  • Average Number of Connected Devices Owned per BB HH (2010 - 2013)
  • Difficulty in Giving up CE Devices (Q3/13)
  • Frequency of Connected Device Problems (Q4/12)
  • Home Network Problems (2010 vs. 2013)
  • Total Types of Home Network Problems Experienced (Q3/13)

Support Agent Interactions

  • Interaction with Technical Support Agent (Q3/13)
  • Home Network Support: Type of Agent Contacted (Q3/13)
  • Home Network Support: Method of Interacting with Technical Support Agents (Q3/13)
  • Home Network Support: Problem Resolution (Q3/13)
  • Home Network Support: Satisfaction with Technical Assistance (Q3/13)
  • Home Network Support: Out-of-Pocket Expenses (Q3/13)
  • Home Network Support: Changing Providers Due To Support Experience (Q3/13)

Home Network Set-Up

  • New Setups Over the Past 12 Months (Q3/12)
  • The Person Setting Up the New Device (Q3/12)
  • Inconvenience of Set-up by Device (Q3/12)
  • Number of Problems Experienced when Setting Up Device (Q3/12)
  • Average Number of Problems By Device (Q3/12)
  • Home Networks: Actions Taken When Setting Up the New Device (Q3/12)
  • Average Number of Actions Taken During Set-Up (Q3/12)

Adoption of Subscription Support Services

  • Technical Support Service Subscription (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 Technical Support Service and Home Network Ownership (Q3/13)
  • Devices Covered by Subscription Technical Support Services (Q3/13)
  • Subscription Support for Home Networks: Length of Subscription (Q3/13)
  • Subscription Support for Home Networks: Support Provider (Q3/13)
  • Devices Considered for Technical Support Plans (Q3/13)
  • Devices Covered by Previous Technical Support Plans (Q3/13)
  • Devices Covered by Extended Warranty (Q3/13)

Demand for Home Network Support Services

  • Demand Test for a Broad Range of Support Services
  • Interest in New Technical Support Services (Q3/12)
  • Interest in New Technical Support Services - Cont. (Q3/12)
  • Devices Considered for New Technical Support Service (Q3/12)

Additional Research from Parks Associates

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