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市場調查報告書

360 View:聯網消費者的支援

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 120 Slides
商品交期: 最快1-2個工作天內
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360 View:聯網消費者的支援 360 View: Supporting the Connected Consumer
出版日期: 2016年06月30日 內容資訊: 英文 120 Slides
簡介

調查在本報告提供智慧家庭和相關設備的利用中消費者所面對的課題,智慧家庭設備擁有·引進趨勢,設定·連接等技術問題的各種類型,對到問題解除為止的階段,技術支援等的利用,支援利用相關偏好,各種支援的顧客滿意度,收費服務的見解等彙整資料。

關於本調查

上次的調查

主要調查結果

產業分析

建議

智慧家庭設備的引進

  • 智慧家庭設備擁有趨勢
  • 智慧家庭設備的引進趨勢

智慧家庭設備的問題

  • 智慧家庭設備:有經驗的技術問題
  • 智慧家庭設備:有經驗的技術問題數量
  • 智慧家庭設備的主要課題
  • 為了支援智慧家庭設備而聯絡的企業
  • 解決智慧家庭設備的技術問題
  • 專業援助的類型與成本
  • 提供智慧家庭設備支援的企業類型
  • 專業援助的類型與成本:各來源

智慧家庭設備的安裝

  • 智慧家庭設備的安裝法
  • 設備設定的不便
  • 設備設定:智慧家庭設備不便
  • 智慧家庭設備設定的問題
  • 設備設定的問題:設定的問題
  • 設備設定的問題:使用法難以學會
  • 網際網路和設備連接的困難:智慧家庭設備別
  • 設備間的通訊困難
  • 設備設定的問題:智慧家庭設備別
  • 設備上安裝的偏好
  • 偏好的智慧家庭設備安裝法
  • 同樣品牌智慧家庭設備的購買趨勢
  • 智慧家庭設備的支援服務訴求
  • 技術支援的支付接受度

設備的問題:傳統運算&娛樂設備

  • CE設備的引進率
  • 經驗的技術問題
  • 設備相關的主要技術問題

解除運算&娛樂設備問題

  • 技術問題的解除
  • 技術問題的解除:各設備
  • 利用的自助技術支援工具
  • 利用的自助工具:各年齡
  • 利用的自助支援工具:各設備
  • 自助支援工具&資訊的效用
  • 消費者對自助的喜好
  • 對專業技術支援的支付
  • 偏好的問題解決手法
  • 工程師/支援服務的聯繫手段
  • 與專業工程師的通訊手段等

傳統設備的安裝

  • 得到新設備的寬頻家庭
  • 傳統電子設備的安裝法
  • 傳統電子設備的安裝法:各設備
  • 新設備安裝上的不便
  • 經驗過CE設備設定問題的寬頻家庭的比例
  • CE設備設定的問題
  • CE設備設定主要問題
  • 經驗安裝上的問題後的動作
  • 經驗安裝上的問題後的退貨
  • 設備安裝時自助支援工具的利用
  • 自助支援工具的效用
  • CE設備的淨推薦值
  • CE設備安裝的偏好技術等

對專業支援的顧客滿意度

  • 支援體驗的重要方面
  • 對各種方面的支援體驗滿意度
  • 對技術支援等候時間的接受度
  • 對技術問題解除為止的時間之接受度等

運算&娛樂設備的支援·延長保固·一次性支援服務

  • 技術支援服務的加入趨勢
  • 技術支援契約和延長保固的引進
  • 延長保固計劃的引進:各設備
  • 技術支援契約服務的利用:各設備等

支援服務的市場佔有率

  • 技術支援契約服務供應商:各設備
  • 提供特定設備延長保固的企業類型
  • 高級支援服務的訴求力
  • 最有訴求力的技術支援服務支付選擇等
目錄

SYNOPSIS

This 360 View examines the problems consumers currently experience with smart home and other connected devices. It identifies the steps consumers take to resolve problems with their technical products and services and the impact of these problems on brand affinity. The study also examines trends in adoption of premium support services, including support subscription and extended warranties, while providing insight on consumer expectations for support services.

Consumers Likely to Purchase Smart Home Brand
Based on Past Setup Problems

U.S. Broadband Households

ANALYST INSIGHT

“The likelihood of making repeat purchases from a brand declines by approximately 20 percentage points if a consumer encounters a problems while setting up their device. Brands must create superior setup and installation experiences for customers, as this creates brand affinity and promotes industry growth.” - Patrice Samuels, Research Analyst, Parks Associates.

Table of Contents

About the Research

Previous Research

Key Findings

Industry Insight

Recommendations

Adoption of Smart Home Devices

  • Smart Home Device Ownership (2014 - 2015)
  • Smart Home Device Adoption (2014 - 2015)

Smart Home Device Problems

  • Smart Home Devices: Technical Problems Experienced (2014 - 2016)
  • Smart Home Devices: Number of Technical Problems Experienced (Q1/16)
  • Leading Smart Home Device Problems (2015 - 2016)
  • Leading Smart Home Device Problems, Cont. (2015 - 2016)
  • Company Contacted for Smart Home Device Support (Q1/16)
  • Resolution of Smart Home Device Technical Problems (2015 - 2016)
  • Type & Cost of Professional Assistance Received (2015 - 2016)
  • Type of Company Providing Smart Home Device Support (2015 - 2016)
  • Type & Cost of Professional Assistance Received by Sources (Q1/16)

Smart Home Device Set-up

  • Overall Smart Home Device Installation Methods (2015 - 2016)
  • Inconvenience of Device Setup (2015 - 2016)
  • Inconvenience of Device Setup by Smart Home Devices (Q1/16)
  • Problems in Setting Up Smart Home Devices (2015 - 2016)
  • Problems in Setting Up Devices - Difficulty Configuring Settings (Q1/16)
  • Problems in Setting Up Devices - Difficulty Learning How to Use the Devices (Q1/16)
  • Difficulty Connecting Device to Internet by Smart Home Device (Q1/16)
  • Difficulty Getting Devices to Communicate with Other Devices (Q1/16)
  • Problems in Setting Up Devices by Smart Home Device (2015 - 2016)
  • Problems in Setting Up Devices by Smart Home Device - Cont. (2015 - 2016)
  • Device Set Up Preference (2015 - 2016)
  • Preferred Method of Setting Up Smart Home Devices (Q1/16)
  • Likelihood of Purchasing a Smart Home Device of the Same Brand by Number of Setup Problems (Q1/16)
  • Likelihood of Purchasing a Smart Home Device of the Same Brand by Setup Problems (Q1/16)
  • Appeal of Support Services for Smart Home Devices (Q1/16)
  • Likelihood to Pay for Technical Support Service at Specified Prices (Q1/16)

Device Problems: Traditional Computing and Entertainment Devices

  • CE Device Adoption Rate (Q4/15)
  • Number of Problems Experienced with Devices (Q1/16)
  • Problems Experienced with Devices (2014 - 2016)
  • Technical Problems Experienced (Q1/16)
  • Top Technical Problems with Devices (Q1/16)
  • Technical Problems with Devices - Cont. (Q1/16)

Problem Resolution for Computing and Entertainment Devices

  • Technical Problem Resolution (2014 - 2016)
  • Technical Problem Resolution by Device (Q1/16)
  • Self-Help Technical Support Tools Used to Resolve Problems (Q1/16)
  • Self-Help Tools Used to Resolve Problems by Age (Q1/16)
  • Self-Help Support Tools Used to Resolve Problems by Device (Q1/16)
  • Helpfulness of Self-Help Support Tools and Information (Q1/16)
  • Consumer Preference for Self-Help (Q1/16)
  • Payment for Professional Technical Support (Q1/16)
  • Preferred Method to Resolve the Problems by Actual Problem Resolution (Q1/16)
  • Method of Contacting Technician/Support Service (Q1/16)
  • Actual Method vs. Planned Method of Receiving Support Services (Q1/16)
  • Method of Communicating with a Professional Technician (Q1/16)

Traditional Device Set-up

  • Broadband Households Using a Newly Acquired Device (Q1/16)
  • Method of Setting Up Traditional Electronic Devices (2014 - 2016)
  • Method of Setting Up Traditional Electronic Devices by Device (Q1/16)
  • Setup Inconvenience with Newly Acquired CE Devices (2014 - 2016)
  • Percentage of BB HHs Experiencing CE Device Setup Problems (Q1/16)
  • CE Device Setup Problems (Q1/16)
  • Top CE Device Setup Problems (Q1/16)
  • CE Device Setup Problems - Cont. (Q1/16)
  • Actions Taken after Experiencing Set-up Problems (Q1/16)
  • Device Return After Experiencing Setup Problems (Q1/16)
  • Use of Self-Help Support Tools for Device Set-up (Q1/16)
  • Use of Specified Self-Help Support Tools by Device (Q1/16)
  • Helpfulness of Self-Help Support Tools for Device Set-up (Q1/16)
  • Net Promoter Score of CE Devices (Q1/16)
  • Net Promoter Score of CE Devices by Number of Setup Problems Experienced (Q1/16)
  • Net Promoter Score of CE Devices by Setup Problems Experienced (Q1/16)
  • Preferred Method of Setting Up CE Devices (Q1/16)
  • Preferred Method of Setting Up Specified CE Devices (Q1/16)

Customer Satisfaction with Professional Support

  • Important Aspects of Support Experience (Q1/16)
  • Satisfaction with Specified Aspects of the Support Experience (Q1/16)
  • Satisfaction with and Importance of Aspects of Support Experience (Q1/16)
  • Acceptability of Hold Times for Technical Support (Q1/16)
  • Acceptability of the Amount of Time Taken to Resolve a Technical Problem (Q1/16)
  • High Satisfaction with Support Experience by Problems Experienced (Q1/16)

Adoption of Support Subscriptions, Extended Warranties, and One-time Support Services for Computing and Entertainment Devices

  • Trends in Subscription Technical Support Service Adoption (2012 - 2016)
  • Support Subscription and Extended Warranty Adoption (Q1/16)
  • Adoption of Extended Warranty Plan by Devices (2013 - 2016)
  • Adoption of Subscription Technical Support Service by Devices (2013 - 2016)
  • Extended Warranty Plan & Subscription Technical Support Service by Age (2014 - 2016)
  • Extended Warranty & Subscription Technical Support Service by Age, cont. (2014 - 2016)
  • Portable Devices: Extended Warranty & Subscription Technical Support Service by Age (2014 - 2016)
  • Time Device was Enrolled in a Subscription Technical Support Plan (Q1/16)
  • Reason for Enrolling in a Subscription Technical Support Plan (2014 - 2016)
  • Reasons for Not Enrolling in a Subscription Technical Support Plan (Q1/16)

Market Share for Support Service

  • Subscription Technical Support Service Providers by Device (Q1/16)
  • Type of Company Providing Extended Warranty for Specified Devices (Q1/16)
  • Appeal of Premium Support Services:
  • Appeal of Electronic Device Support Services (2014 - 2016)
  • Appeal of Electronic Device Support Services - Cont. (2014 - 2016)
  • Appeal of Services that Provide Advice on the Best Products to Purchase by Age (Q1/16)
  • Most Appealing Technical Support Service Payment Option (Q1/16)
  • Likelihood of Paying a Monthly Subscription Fee for Technical Support at Specified Prices (Q1/16)
  • Likelihood of Paying an Annual Subscription Fee for Technical Support at Specified Prices (Q1/16)
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