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市場調查報告書

消費者市場區隔:是誰購買技術支援契約?

Consumer Segmentation: Who is Buying Tech Support Subscriptions?

出版商 Parks Associates 商品編碼 327777
出版日期 內容資訊 英文 55 Slides
商品交期: 最快1-2個工作天內
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消費者市場區隔:是誰購買技術支援契約? Consumer Segmentation: Who is Buying Tech Support Subscriptions?
出版日期: 2015年03月31日 內容資訊: 英文 55 Slides
簡介

本報告提供技術支援服務契約市場相關資料、服務的利用頻率、擁有CE設備、智慧型手機、平板電腦計劃的利用頻率的差異、契約期間,及基本支援計劃的人口統計等,支援服務相關消費者的各種動態屬性為基礎的分析。

關於調查

上次調查

主要調查結果

產業分析

建議

支援服務的引進

  • 技術支援計劃的引進
  • 支援計劃的用戶統計
  • 技術支援計劃的引進:各擁有設備總數
  • 技術支援計劃的引進:各經歷的IT糾紛總數
  • 過去12個月經歷的IT糾紛比較
  • 技術支援計劃的引進和初期採用者
  • 各供應商類型的自助工具的利用,及技術支援計劃的利用
  • 延長保固服務的利用/設備的支援計劃
  • 電腦加入的技術支援服務
  • 智慧型手機用技術支援服務的利用
  • 智慧型手機技術支援服務的平均服務成本
  • 平板延長保固服務/支援計劃的利用
  • 加入技術支援計劃的理由
  • 加入技術支援計劃的理由:各年齡
  • 技術支援計劃的加入期間
  • 智慧型手機技術支援計劃的加入期間
  • 平板電腦技術支援計劃的加入期間
  • 設備加入技術支援計劃的期間

支援計劃的利用

  • 過去12個月的技術支援計劃利用數
  • 技術支援計劃利用數比較
  • 平板電腦的技術支援計劃利用數比較

支援計劃的更新

  • 更新技術支援計劃的可能性
  • 更新技術支援計劃的可能性:各所得、家庭的兒童數
  • 更新技術支援計劃的可能性:各過去12個月的計劃利用數
  • 不更新技術支援計劃契約的理由
  • 不更新技術支援計劃契約的理由:各過去12個月的計劃利用數
  • 提供追加功能時,更新技術支援計劃契約的可能性
目錄

‘Consumer Segmentation: Who is Buying Tech Support Subscriptions?’ analyzes the market for subscription technical support services based upon a variety of consumer behavioral attributes in relation to support services. These attributes include frequency of use of services, CE devices owned, difference in frequency of use between smartphones and tablet plans, and length of time subscribing, as well as basic support plan demographics.

Adoption of Subscription Technical Support Plan
U.S. Broadband Households

                        ©Parks Associates.

ANALYST INSIGHT

“Improved hardware is undermining the traditional break-fix value proposition of the support industry. Service providers need to shift their tactics and capitalize on the alternative value-propositions that are appealing to consumers.” - John Barrett, Director, Consumer Analytics, Parks Associates.

Table of Contents

About the Research

Previous Research

  • Winning Business Models from a Consumer Perspective (Q1/14)
  • Smart Home Packages (Q4/13)
  • Connected Home System: Smart Home Central Controllers and Platforms (Q4/13)
  • The New Face of Home Security (Q4/13)
  • Expanding the Base: From Security to Smart Home (Q3/13)
  • Home Controls Interoperability: Step-by-Step (Q2/13)

Key Findings

Industry Insight

Recommendations

Adoption of Support Services:

  • Adoption of Subscription Technical Support Plan (Q3/14)
  • Support Plan Subscriber Demographics (Q3/14)
  • Adoption of Subscription Technical Support Plan by Total Number of Devices Owned (Q3/14)
  • Adoption of Subscription Technical Support Plan by Total Number of IT Problems Experienced (Q3/14)
  • Comparison of Those Experiencing Technical Problems in Past 12 Months (Q3/14)
  • Adoption of Subscription Technical Support Plan and Early Adopters (Q3/14)
  • Use of Self-Help Tools by Type of Provider and Use of Subscription Technical Support Plan (Q3/14)
  • Use of Extended Warranty/Support Plans for Devices (Q3/14)
  • Computer Subscription Technical Support Services (2013 vs. 2014)
  • Use of Technical Support Plans for Smartphones (2012 - 2014)
  • Average Service Cost of Smartphone Technical Support Plan (2013 vs. 2014)
  • Use of Extended Warranty/Support Plans for Tablets (2012 - 2014)
  • Reasons for Enrolling in a Subscription Technical Support Plan (Q3/14)
  • Reasons for Enrolling in a Subscription Technical Support Plan by Age (Q3/14)
  • Length of Time Subscribing to Technical Support Plan (Q3/14)
  • Length of Time Subscribing to Smartphone Technical Support Plan (2013 vs. 2014)
  • Length of Time Subscribing to Tablet Technical Support Plan (2013 vs. 2014)
  • Time Device was Enrolled in Subscription Technical Support Plan (Q3/14)

Use of Support Plans:

  • Number of Times Using Subscription Technical Support Plan in Past 12 Months (Q3/14)
  • Number of Times Using Smartphone Subscription Support Plan (2012 vs. 2014)
  • Number of Times Using Tablet Subscription Support Plan (2012 vs. 2014)

Renewal of Support Plans:

  • Likelihood of Renewing Technical Support Plan (Q3/14)
  • Likelihood of Renewing Technical Support Plan by Income and Children at Home (Q3/14)
  • Likelihood of Renewing Technical Support Plan by Number of Times Using Plan in Past 12 Months (Q3/14)
  • Reasons for Not Intending to Renew Subscription Technical Support Plan (Q3/14)
  • Reasons for Not Intending to Renew Subscription Technical Support Plan by Number of Times Using Plan in Past 12 Months (Q3/14)
  • Likelihood of Renewing Subscription Technical Support Plan if Offered Additional Features (Q3/14)
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