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市場調查報告書

360 View:給予聯網消費者之支援

360 View: Supporting the Connected Consumer

出版商 Parks Associates 商品編碼 361951
出版日期 內容資訊 英文 119 Slides
商品交期: 最快1-2個工作天內
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360 View:給予聯網消費者之支援 360 View: Supporting the Connected Consumer
出版日期: 2017年07月14日 內容資訊: 英文 119 Slides
簡介

本報告調查了消費者使用各種聯網設備之趨勢,並總結了消費者在使用時面臨的各項課題、解決問題的方法、使用各類支援的趨勢、對於各類支援的滿意度,以及對於收費服務之意見等內容。

執行摘要

引進智慧家居設備

  • 擁有智慧家居設備的趨勢
  • 所擁有的智慧家居設備等

設置智慧家居

  • 智慧家居設備的安裝方法
  • 自行設定
  • 專家設定
  • 設定設備時所遭遇的不便
  • 智慧家居設備的設定問題
  • 設備的設置問題: 設備分類
  • 學習使用智慧家居設備之困難
  • 為了設置設備所採取的行動
  • 設備替換:設備分類
  • 設置設備之偏好
  • 購買同一品牌智慧家居設備的傾向等

智慧家居:安裝後的問題

  • 智慧家居設備:曾經歷的技術性問題
  • 智慧家居設備:曾經歷的技術性問題之數量
  • 智慧家居設備的主要課題
  • 為支援智慧家居設備而聯繫的企業
  • 解決智慧家居設備的技術性問題
  • 專業援助的類型與成本
  • 提供智慧家居設備支援之企業類型
  • 專業援助的類型與成本:企業類型分類,其他

智慧家居的NPS

  • 淨推薦分數:向家人、朋友推薦的傾向,其他

智慧家居服務的吸引力

  • 智慧家居設備的購買傾向
  • 不購買的原因
  • 智慧家居設備支援服務的高吸引力
  • 顧客願意付費使用智慧家居設備支援服務,其他

設置運算&娛樂設備

  • CE設備的引進率
  • 使用新購買的CE設備之寬頻連網家庭
  • CE設備的設置方法
  • 運算設備的設置方法:設備分類
  • CE設備的設置方法:設備分類
  • 設置CE設備的問題
  • 學習CE設備使用方法的問題
  • 曾在設置CE設備遭遇問題的寬頻連網家庭的比例
  • 設置CE設備的問題:設備分類,其他

自助設置運算&娛樂設備

  • 自助設置設備的支援工具
  • 使用自助設置CE設備的支援工具
  • 自助設置設備支援工具的有用性,其他

運算&娛樂設備的技術性問題

  • 曾經歷的技術性問題之數量
  • 設備主要的技術性問題

運算&娛樂設備技術性問題的解決方案

  • CE設備技術性問題的解決方案
  • 電腦&可攜式裝置技術性問題的解決方案
  • 設備分類
  • A/V端子相關技術性問題的解決方案:設備分類,其他

運算&娛樂設備技術性課題的自助方案

  • 為了解決問題而使用的自助技術支援工具
  • 自助技術支援工具於發現及存取之困難
  • 使用自助技術支援工具之困難
  • 使用自助技術支援工具的有用性,其他

由專家解決問題

  • 付費取得專家技術支援
  • 聯繫取得技術支援服務的方法
  • 獲得支援的方法,其他

專家解決方案的滿意度

  • 對支援各面向的滿意度
  • 支援體驗的重要面向
  • 可接受的技術支援所需時長
  • 最為推薦的技術性問題的解決方案,其他

支援契約、延長保固及單次支援之使用

  • 技術支援服務契約
  • 技術支援服務契約:設備分類
  • 加入支援契約、延長保固
  • 加入技術支援方案契約的原因
  • 不加入技術支援方案契約的原因,其他

支援契約的市佔率

  • 已簽約之技術支援服務供應商:提供設備分類延長保固的企業類型:設備類型分類,其他

支援服務的吸引力

  • 各類技術支援服務功能的吸引力
  • 最具吸引力的技術支援服務商業模式
  • 加入月付技術支援服務契約之傾向
  • 加入年付技術支援服務契約之傾向,其他

附錄

本網頁內容可能與最新版本有所差異。詳細情況請與我們聯繫。

目錄

This consumer research highlights the adoption of traditional and emerging connected devices. It provides an overview of customer-reported problems with their connected devices and identifies the leading issues faced by consumers when using various connected devices. This 360 View examines the consumer appetite for self-help, professional, and premium support services, as well as consumer adoption of extended warranty services.

Table of Contents

Executive Summary

  • Industry Insight
  • Key Findings and Market Impact

Device Adoption: Smart Home

  • Smart Home Device Ownership (2014 - 2016)
  • Smart Home Devices Owned (Q4/16)

Smart Home Setup

  • Overall Smart Home Device Setup Method (2016 - 2017)
  • Self Setup of Smart Home Devices (Q1/17)
  • Professional Set Up of Smart Home Devices (Q1/17)
  • Difficulty in Setting Up Smart Home Devices (Q1/17)
  • Problems in Setting Up Smart Home Devices (2015 - 2017)
  • Problems in Setting Up Devices by Smart Home Device (2015 - 2017)
  • Problems in Setting Up Devices by Smart Home Device Cont'd. (2015 - 2017)
  • Difficulty in Learning Smart Home Devices (Q1/17)
  • Actions Taken to Set Up Smart Home Devices (2016 - 2017)
  • Device Replacements by Smart Home Devices (Q1/17)
  • Overall Device Setup Preference (2015 - 2017)
  • Likelihood of Purchasing a Smart Home Device of the Same Brand by Setup Problems Experienced (2016 - 2017)
  • Likelihood of Purchasing a Smart Home Device of the Same Brand by Number of Setup Problems Experienced (2016 - 2017)

Smart Home: Issues after Install

  • Smart Home Devices: Technical Problems Experienced (2016 - 2017)
  • Smart Home Devices: Numbers of Technical Problems Experienced (Q1/17)
  • Leading Smart Home Device Problems (2015 - 2017)
  • Leading Smart Home Device Problems, Cont. (2015 - 2017)
  • Company Contacted for Smart Home Device Support (2016 - 2017)
  • Resolution of Smart Home Device Technical Problems (2015 - 2017)
  • Type & Cost of Professional Assistance Received (2015 - 2017)
  • Company Type Providing Professional Smart Home Support (2015 - 2017)
  • Type & Cost of Professional Assistance Received by Company Type (Q1/17)

Smart Home NPS

  • Net Promoter Score - Likelihood of Recommending Smart Devices to Family/Friends (Q4/16)

Smart Home Service Appeal

  • Smart Home Devices: Likely to Purchase (2015 - 2016)
  • Reasons for Not Intending to Purchase a Smart Home Device (Q1/17)
  • High Appeal of Smart Home Device Support Services (2016 - 2017)
  • Likelihood to Pay for Smart Home Device Support Services (2016 - 2017)

Computing and Entertainment Device Setup

  • CE Device Adoption Rate (Q1/17)
  • Broadband Households Using a Newly Acquired CE Device (2016 - 2017)

Overall Method of Setting Up Consumer Electronic Devices (2014 - 2017) Method of Setting Up Computing Devices by Device (2016 - 2017) Method of Setting Up Consumer Electronic Devices by Device (2016 - 2017) Difficulty of Setting-up Consumer Electronic Devices (Q1/17) Difficulty Learning to Use Consumer Electronic Devices (Q1/17) Percentage of BB HHs Experiencing CE Device Setup Problems (2016 - 2017) Consumer Electronic Device Setup Problems by Device (2016 - 2017) Difficulty of Setting-up Device by Problems Experienced (2016 - 2017) Actions Taken After Experiencing Setup Problems (2016 - 2017) Actions Taken to Resolve CE Device Setup Problems by Setup Problem Experienced (Q1/17) Device Return & Replacement After Experiencing Setup Problems (Q1/17) Net Promoter Score of CE Devices (Q1/17) Net Promoter Score of CE Devices by Setup Problem Experienced (Q1/17) Net Promoter Score of CE Devices by Individual Setup Problem (Q1/17) Preferred Method of Setting Up CE Devices (2016 - 2017)

Self-Help Setup of Computing and Entertainment Devices

  • Self-Help Support Tools for Device Setup (2016 - 2017)
  • Use of Self-Help Support Tools for Setting Up Consumer Electronic Devices
  • Use of Self-Help Support Tools for Device Setup by Age (Q1/17)
  • Helpfulness of Self-Help Support Tools for Device Setup (2016 - 2017)

Computing and Entertainment Device Technical Problems

  • Number of Technical Problems Experienced (2016 - 2017)
  • Problems Experienced with Consumer Electronics (2014 - 2017)
  • Number of Problems Experienced with Devices (2014 - 2017)
  • Technical Problems Experienced (2016 - 2017)
  • Top Technical Problems with Devices (Q1/17)

Problem Resolution of Technical Issues with Computing and Entertainment Devices

  • Technical Problem Resolution for CE Devices (2014 - 2017)
  • Technical Problem Resolution (2014 - 2017)
  • Computers & Portable Devices: Technical Problem Resolution by Device (2016 - 2017)
  • A/V and Connectivity: Technical Problem Resolution by Device (2016 - 2017)

Self-Help for Technical Issues with Computing and Entertainments Devices

  • Self-Help Technical Support Tools Used to Resolve Problems (2016 - 2017)
  • Difficulty in Finding/Accessing Self-Help Technical Support Tools (Q1/17)
  • Difficulty in Using Self-Help Technical Support Tools (Q1/17)
  • Helpfulness in Using Self-Help Technical Support Tools (Q1/17)

Professional Resolution

  • Payment for Professional Technical Support (2014 - 2017)
  • Method of Contacting Technician/Support Service (2016 - 2017)
  • Method of Receiving Support from Technician/Support Service (2016 - 2017)

Satisfaction with Professional Resolution

  • Satisfaction with Specified Aspects of the Support Experience (2016 - 2017)
  • Important Aspects of Support Experience (2016 - 2017)
  • Acceptability of Hold Times for Technical Support (2016 - 2017)
  • Acceptability of the Amount of Time Taken to Resolve a Technical Problem (2016 - 2017)
  • Preferred Way to Resolve Technical Problems by Actual Method of Tech Problem Resolution (Q1/17)

Adoption of Support Subscriptions, Extended Warranties, and One-Time Support

  • Subscription Technical Support Service Adoption (2012 - 2017)
  • Adoption of Subscription Technical Support Service by Devices (2013 - 2017)
  • Support Subscription and Extended Warranty Adoption (2016 - 2017)
  • Adoption of Extended Warranty Plan by Devices (2013 - 2017)
  • Computing and Portable Devices: Time Device was Enrolled in a Subscription Technical Support Plan (2014 - 2017)
  • A/V Equipment: Time Device was Enrolled in a Subscription Technical Support Plan (2014 - 2017)
  • Reason for Enrolling in a Subscription Technical Support Plan (Q1/17)
  • Reasons for Not Enrolling in a Subscription Technical Support Plan (2016 - 2017)

Market Share for Support Subscriptions

  • Subscription Technical Support Service Providers by Device (2016 - 2017)
  • Subscription Technical Support Service Providers by Device, cont. (2016 - 2017)
  • Type of Company Providing Extended Warranty for Specified Devices (2016 - 2017)
  • Type of Company Providing Extended Warranty for Specified Devices, cont. (2016 - 2017)

Appeal of Support Services

  • Appeal of Various Technical Support Service Features (2016 - 2017)
  • Most Appealing Business Model for a Technical Support Service (2016 - 2017)
  • Likelihood of Subscribing to a Technical Support Service with Specified Monthly Fee (Q1/17)
  • Likelihood of Subscribing to a Technical Support Service with Specified Annual Fee (Q1/17)

Appendix

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