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市場調查報告書
商品編碼
361951

360 View:給予聯網消費者之支援

360 View: Supporting the Connected Consumer

出版日期: | 出版商: Parks Associates | 英文 75 Slides | 商品交期: 最快1-2個工作天內

價格
  • 全貌
  • 簡介
  • 目錄
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。

摘要整理

智慧居家與CE設備的結構

  • 智慧居家設備的所有動向
  • 智慧居家設備的導入動向
  • CE設備的導入率
  • 智慧居家設備的安排方法
  • CE設備:安排方法
  • 智慧居家設備:設備安排的困難
  • CE設備:設備安排的困難
  • 智慧居家設備:安排的問題
  • 安排的問題:智慧居家設備分類
  • CE設備安排的問題
  • 智慧居家設備:問題的處理方法
  • CE設備:問題的處理方法
  • 智慧居家設備的退貨
  • 智慧居家設備的退貨、交換:安排難易度分類
  • CE設備的退貨
  • CE設備的退貨、交換:安排難易度分類
  • 設備退貨的理由
  • 智慧居家設備安排的喜好
  • CE設備安排的喜好
  • 智慧居家設備的自我安排經驗
  • CE設備的自我安排經驗、其他

智慧居家、CE設備的問題與其處理方式

  • 智慧居家設備:遇過的技術問題
  • CE設備的技術問題
  • 智慧居家設備:技術的問題處理方法
  • CE設備:技術的問題處理方法
  • 智慧居家設備的技術問題解決方法
  • CE設備的技術的問題解決方法
  • 智慧居家設備:專業支援的種類、成本
  • CE設備:專業技術支援的費用
  • 即時收費技術支援服務
  • 對於即時收費專業支援成本的認識
  • 智慧居家設備:接受技術人員/支援服務的方式
  • 提供專業智慧居家設備支援的企業種類
  • 專業技術支援服務滿意度
  • 等待技術支援的時間、所需時間的可接受範圍、其他

加入支援和延長保障和一次性支援

  • CE設備:加入技術支援服務的使用者趨勢
  • 加入支援和延長保障註冊趨勢
  • 加入技術支援類型的市場佔有率
  • 加入技術支援服務提供者:設備分類
  • 過去1年的技術支援服務使用次數
  • 延長保障計畫服務提供者市場佔有率
  • CE設備:提供延長保障的企業種類、其他

服務訴求

  • 智慧居家設備支援服務的訴求力
  • CE設備支援服務的訴求力
  • 智慧居家設備支援服務的收費使用動向
  • 需要專業支援的智慧居家設備、其他

購買意願

  • 智慧居家設備的購買意願
  • 服務對於購買意願的影響

附錄

目錄

SYNOPSIS:

This research highlights the adoption of traditional and emerging connected devices including smart home devices and entertainment products. It provides an overview of reported problems with connected devices and identifies the leading issues faced by consumers when using various connected devices. It also examines consumer appetite for professional and premium support services, as well as consumer adoption of extended warranty services.

Key Questions Answered:

  • 1) What is the rate of adoption of different types of connected devices?
  • 2) What are the primary issues consumers encounter with traditional and emerging connected devices?
  • 3) What actions are consumers most likely to take when they encounter a technical problem with their devices?
  • 4) What is the adoption rate for technical support and warranty services?
  • 5) What technical support services do consumers find most appealing?

Table of Contents

Consumer Analytics: Support Services Track

  • Key Questions Answered
  • Survey Methodology
  • Defining Heads of Broadband Households
  • Definitions and Abbreviations
  • Reading Parks Associates Charts

Executive Summary

  • Industry Insight
  • Key Findings and Market Impact

Device Purchases

  • Adoption of Smart Home Devices (Q2/19)
  • CE Device Adoption Rate (Q2/19)
  • Smart Home Devices: Intended vs. Reported Purchases in Year 2019
  • CE Devices: Intended vs. Reported Purchases in Year 2019 (Q1/19)
  • Smart Home Devices: Purchase Inhibitors (2017-2018)

Device Setup

  • Smart Home Device Installation Entity (2016 - 2019)
  • Smart Home Devices: Setup Method (Q2/19)
  • CE Device Installation Entity (Q2/19)
  • CE Devices: Setup Method (Q2/19)
  • Smart Home Devices: Difficulty with Setup by Device (Q2/19)
  • CE Devices: Difficulty with Setup by Device (Q2/19)
  • Smart Home Devices: Problems Setting Up Device (2016 - 2019)
  • Problems Device Setup by Smart Home Devices (2015 - 2019)
  • Problems in Setting Up Devices by Smart Home Devices, Cont. (2015 - 2019)
  • CE Devices: Problems Setting Up Device (Q2/19)
  • Problems in Setting Up Device by CE Device (Q2/19)

Addressing Setup Issues

  • Adoption of Smart Home Devices (Q2/19)
  • CE Device Adoption Rate (Q2/19)
  • Smart Home Devices: Intended vs. Reported Purchases in Year 2019
  • CE Devices: Intended vs. Reported Purchases in Year 2019 (Q1/19)
  • Smart Home Devices: Purchase Inhibitors (2017-2018)

Device Setup

  • Smart Home Device Installation Entity (2016 - 2019)
  • Smart Home Devices: Setup Method (Q2/19)
  • CE Device Installation Entity (Q2/19)
  • CE Devices: Setup Method (Q2/19)
  • Smart Home Devices: Difficulty with Setup by Device (Q2/19)
  • CE Devices: Difficulty with Setup by Device (Q2/19)
  • Smart Home Devices: Problems Setting Up Device (2016 - 2019)
  • Problems Device Setup by Smart Home Devices (2015 - 2019)
  • Problems in Setting Up Devices by Smart Home Devices, Cont. (2015 - 2019)
  • CE Devices: Problems Setting Up Device (Q2/19)
  • Problems in Setting Up Device by CE Device (Q2/19)

Addressing Setup Issues

  • Smart Home Devices: Actions Taken After Experiencing Setup Problems (2018- 2019)
  • CE Devices: Actions Taken After Experiencing Setup Problems (Q2/19)
  • Smart Home Device Return Among US BB HHs (Q2/19)
  • Smart Home Device Return Among Device Owners (2018 - 2019)
  • Consumer Electronics Device Return Among US BB HHs (Q2/19)
  • CE Device Return Rates (2018 - 2019)
  • Smart Home Devices: Reasons for Device Return (Q2/19)
  • Smart Safety & Security Devices: Reasons for Device Return (Q2/19)
  • Smart Energy & Misc. Devices: Reasons for Device Return (Q2/19)
  • CE Devices: Reasons for Device Return (Q2/19)
  • Computing, Networking & Entertainment Devices: Reasons for Device Return (Q2/19)
  • Portable & Emerging Devices: Reasons for Device Return (Q2/19)
  • Smart Home Devices: Actions Taken After Experiencing Setup Problem by Difficulty of Setup (Q2/19)
  • CE Devices: Actions Taken After Experiencing Setup Problem by Difficulty of Setup (Q2/19)
  • Time Spent on Device Setup by Actions Taken After Problems Experienced (Q2/19)
  • Future Setup Preference of Smart Home Device (2018 - 2019)
  • Future Preference on CE Device Setup (Q2/19)

Device Problems and Problem Solving

  • Technical Problems Experienced with Wi-Fi Network (Q2/19)
  • Smart Home Devices: Number of Technical Problems Experienced (2018 -2019)
  • CE Devices: Number of Technical Problems Experienced (Q2/19)
  • Smart Home Devices: Technical Problems Experienced (Q2/19)
  • CE Devices: Technical Problems Experienced (Q2/19)
  • Smart Home Devices: Technical Problems Experienced (Q2/19)
  • CE Devices: Technical Problems Experienced (Q2/19)
  • Technical Problems Experienced by Smart Home Devices (Q2/19)
  • Technical Problems Experienced by CE Device (Q2/19)
  • Smart Home Devices: Actions Taken After Experiencing Technical Problems
  • Actions Taken After Experiencing Problems by Top 6 Technical Problems Experienced (Q2/19)
  • Actions Taken After Experiencing Problems by Technical Problems Experienced, Contd. (Q2/19)
  • CE Devices: Actions Taken After Experiencing Technical Problems (2018-2019)
  • Smart Home Device: Resolution of Technical Problems
  • Smart Home Devices: Resolution of Technical Problems (Q2/19)
  • Smart Home Devices: Resolution of Technical Problems by Problems Experienced (Q2/19)
  • CE Device: Resolution of Technical Problems (2014 - 2018)
  • CE Devices: Resolution of Technical Problems (Q2/19)
  • CE Devices: Resolution of Technical Problems by Problems Experienced (Q2/19)
  • Smart Home Devices: Pay Method for Professional Assistance (Q2/19)
  • CE Devices: Pay Method for Professional Assistance (Q2/19)
  • Smart Home Devices: Average Amount of One-time Fee Paid for Professional Assistance (Q2/19)
  • Smart Home Devices: Attitude Towards One-Time Fee Paid for Technical Support Services (Q2/19)
  • CE Devices: Average Amount of One-Time Fee Paid for Professional Assistance (Q2/19)
  • CE Devices: Attitude Towards One-Time Fee Paid for Technical Support Services (Q2/19)
  • Satisfaction with the Received Technical Support Service (Q2/19)
  • Method of Receiving Support from Technical Support Service (Q2/19)
  • Satisfaction with Technical Support Service by Method of Receiving the Service (Q2/19)
  • Type of Company Providing Technical Support Service (Q2/19)
  • Satisfaction with Technical Support Service by Company Type (Q2/19)
  • Satisfaction with Different Aspects of Technical Support Service (Q2/19)
  • Importance of Different Aspects of Technical Support Service (Q2/19)
  • Future Preference on Channel of Receiving Technical Support Service (Q2/19)
  • Actions Taken After Receiving Professional Support Service by Satisfaction with Service (Q2/19)

Subscription, Extended Warranty and One-time Support

  • Extended Warranty & Subscription Support by Smart Home Devices (Q2/19)
  • Overall Subscription Technical Support Service with CE Devices (2012 - 2019)
  • Extended Warranty & Subscription Support Services by CE Devices (1 of 2) (2016 - 2019)
  • Extended Warranty & Subscription Support Services by CE Devices (2 of 2) (2016 - 2019)
  • Time Device was Enrolled in a Subscription Technical Support Plan (Q2/19)
  • CE Devices: Time of Adopting Extended Warranty Plan (Q2/19)
  • Smart Home Devices: Extended Warranty & Subscription Support Services by Demographics (Q2/19)
  • CE Devices: Extended Warranty & Subscription Support Services by Demographics (Q2/19)
  • Subscription Technical Support Service Provider (Q2/19)
  • Preferred Provider for Technical Support (Q2/19)
  • Number of Times Respondents Use Subscription Support Services (Q2/19)
  • Number of Times Respondents Used Subscription Support Service by CE Devices (1 of 2) (Q2/19)
  • CE Devices: Number of Times Using Subscription Technical Support Service by Provider (Q2/19)
  • Number of Times Contacting Subscription Support Services Before Problem Being Ultimately Resolved (Q2/19)
  • CE Devices: Number of Times Contacting Subscription Technical Support Service

Before Problem Being Resolved by Provider (Q2/19)

  • Extended Warranty Plan Service Providers Market Share (2016 - 2019)
  • Type of Company Providing Extended Warranty Plan (Q2/19)

Service Appeal

  • High Appeal of Smart Home Device Support Services (2018 - 2019)
  • Likelihood to Pay for Technical Support Services Among Smart Home Device Owners or Intenders (Q2/19)
  • Willingness to Receive Professional Help (Q2/19)
  • High Appeal of Device Support Services: CE Devices vs. Smart Home Devices (Q2/19)
  • Likelihood to Pay for Technical Support Services for CE Devices (Q2/19)
  • Most Appealing Payment Option for Technical Support Service (Q2/19)

Appendix