现代互联生活方式的支持服务

Support Services for Modern Connected Lifestyles

出版日期: 2023年01月31日 | 出版商:

Parks Associates | 英文 104 Slides | 商品交期: 最快1-2个工作天内

价格

简介目录

这份报告探讨了购买、安装和使用消费电子产品和智能家居设备的消费者的支持需求和选择，确定了消费者在连接设备、消费电子产品和其他技术产品方面体验的关键领域。它确定了问题和问题的类型需要专业支持，并推荐自我和专业支持策略。它还评估对附加网络服务的需求。

内容

研究方法和定义

执行摘要

过去 12 个月的智能家居设备退货率
CE 产品被评为 "极难" 设置
自行安装困难：通过智能家居设备
对技术支持服务和延保服务的态度
设备设置偏好
家庭网络：遇到技术问题

购买设备

消费电子产品采用的历史趋势 - 前 11 个类别
消费电子产品采用的历史趋势 - 续
购买和购买消费电子设备的强烈意愿
拥有智能设备
拥有智能安全和安保设备
拥有智能能源、照明和供水设备
拥有智能电器
购买智能家居设备
购买智能安全设备
购买智能能源、照明和供水设备
购买智能电器
智能家居设备的整体采购流程
购买智能家居设备的主要信息来源：按单位
购买智能家居之前研究的信息
未来购买设备所需的信息
瞭解调查信息

设备设置

整体智能家居设备安装方法
如何安装 CE 设备：按单元
安装方式：以智能家居设备为单位
安装方法：通过CE设备
安装方式：通过智能家居设备
安装方式：智能家电
设置困难：CE 设备
自行安装困难：通过智能家居设备
为设置智能家居设备而采取的行动
自行安装智能家居设备时出现的问题
自行安装智能家电出现的问题
CE 设备自设置过程中出现的问题
设备设置偏好
推荐的设备自安装技术支持方案
CE 设备：消费者愿意为专业设备设置/安装付费
智能家居设备：偏好为专业设备设置和安装付费
智能家电：愿意为专业设备设置和安装付费

设备返回

过去 12 个月 CE 设备的退货率
退回 CE 设备的原因
退回 CE 设备的原因（续）
归还 CE 设备后的对应关係
最近 12 个月的智能家居设备退货率和最近 6 个月的购买率
退回智能家居设备的原因
退回智能家居设备的原因（续）
退回智能家电的原因
智能家居设备返回后的响应
智能家电退货后处理
可以从被退回的同一品牌购买新产品

技术问题 - 智能家居详情

智能家居设备：遇到的技术问题数量
智能家居设备：遇到的技术问题与拥有设备的平均数量：按受访者年龄组分类
智能家居设备：遇到的技术问题
智能家电：遇到技术问题
智能家居设备：遇到的技术问题
智能家居设备：遇到技术问题后采取的措施
智能家居设备：解决技术问题（按单位）
智能家居设备：专业支持的付款方式
智能家居设备：如何获得技术支持服务
推荐的未来技术支持方法
对收到的技术支持服务的满意度

延长保修和支持订阅

CE 设备：延长保修期与技术支持服务订阅
智能家居设备：延长保修与技术支持服务订阅
CE 设备：使用技术支持服务的次数
智能家居设备：使用技术支持服务的次数
CE 设备：为解决问题联繫技术支持服务的次数
智能家居设备：为解决问题联繫技术支持服务的次数
智能家居设备支持服务的高吸引力
15 大 CE 设备：首选的技术支持和保修服务范围
CE 设备：设定技术支持和保修服务的范围，续
智能家居设备：对技术支持和保修服务范围的偏好
智能设备：对技术支持和保修服务范围的偏好
对技术支持服务和延保服务的态度

家庭网络支持

家庭网络：遇到技术问题
有孩子的家庭遇到的技术问题
Wi-Fi 遇到的技术问题：按年龄分类
在教育过程中没有遇到技术问题
对附加网络服务感兴趣
对家庭互联网附加服务的高度关註：按年龄组
对家庭互联网附加服务的高度关註：按拥有的智能家居设备数量
愿意为附加的家庭网络服务付费

远程工作：痛点和对新解决方案的需求

家庭活动比 2020 年之前更多
在家工作时遇到的问题
针对互联网问题采取的行动
为解决互联网问题而考虑的解决方案
最重要的技术支持服务特点
家庭技术支持服务的最佳付款方式
在家上学时遇到的问题
愿意为在家上学的技术支持服务付费
在执行的活动中遇到的技术问题

简介目录

SYNOPSIS:

This study examines the support needs and options for consumers buying, installing and using consumer electronics and smart home devices. It identifies the leading issues consumers experience with connected devices, appliances, and other technology products; the types of issues that demand professional support; and preferred self and professional support strategies. In addition, the research assesses demand for add-on network services.

ANALYST INSIGHT:

"Consumer technical support needs are strongly influenced by the number and type of connected devices owned. More consumers working from home has led to an increase in the number of computing devices being used in internet households. At the same time, the smart home industry seeks to attract more mainstream buyers." - John Barrett, Director, Consumer Analytics, Parks Associates.

Survey Methodology and Definitions

Executive Summary

Smart Home Device Return Rate in the Last 12 Months
CE Products Rated "Very Difficult" To Set Up
Difficulty with Self Installations by Smart Home Devices
Attitudes Towards Technical Support Service & Extended Warranty Service
Device Set Up Preferences
Home Network: Technical Problems Experienced

Device Purchasing

Historical Trends in Adoption of Consumer Electronics Products - Top 11 Categories
Historical Trends in Adoption of Consumer Electronics Products - Cont'd
Consumer Electronics Device Purchases and High Intention to Buy
Smart Device Ownership
Smart Safety & Security Device Ownership
Smart Energy, Lighting, Water Device Ownership
Smart Appliance Ownership
Smart Home Device Purchases
Smart Security & Safety Device Purchases
Smart Energy, Lighting, Water Device Purchases
Smart Appliance Purchases
Overall Purchase Process by Smart Home Device Units
Primary Information Source for Smart Home Device Purchase by Units
Information Researched Before Smart Home Purchases
Desired Information for Future Device Purchases
Understanding Level of Researched Information

Device Setup

Overall Smart Home Device Installation Methods
CE Device Installation Method by Units
Smart Home Device Installation Method by Units
Installation Methods by CE Devices
Installation Methods by Smart Home Devices
Installation Methods by Smart Appliances
Difficulty with Setup by CE Devices
Difficulty with Self Installations by Smart Home Devices
Actions Taken for Smart Home Device Setup
Problems Experienced When Self Installing Smart Home Devices
Problems Experienced When Self Installing Smart Appliances
Problems Experienced When Self Set-Up CE Devices
Device Set Up Preference
Preferred Technical Support Solution for Device Self-Installation
CE Devices: Consumer Willingness to Pay for Professional Device Set-Up/Installation
Smart Home Devices: Payment Preference for Professional Device Set-Up and Installation
Smart Appliances: Willingness to Pay for Professional Device Set-Up and Installation

Device Returns

CE Device Return Rate in the Last 12 Months
Reasons for Returning CE Devices
Reasons for Returning CE Devices
Reasons for Returning CE Devices, Cont'd
Reasons for Returning CE Devices, Cont'd
Actions after Returning CE Devices
Smart Home Device Return Rate in the Last 12 Months vs Purchase rate in the Past 6 Months
Reasons for Returning Smart Home Devices
Reasons for Returning Smart Home Devices
Reasons for Returning Smart Home Devices, Cont'd
Reasons for Returning Smart Appliances
Actions after Returning Smart Home Devices
Actions after Returning Smart Appliance
Likelihood of Purchasing New Product From Same Brand as Returned

Technical Problems - Smart Home Deep Dive

Smart Home Devices: Number of Technical Problems Experienced
Smart Home Devices: Experiencing Technical Problems vs Avg Devices Owned by Age of Respondents
Smart Home Device: Technical Problems Experienced
Smart Appliance: Technical Problems Experienced
Smart Home Devices: Technical Problems Experienced
Smart Home Device: Actions Taken After Experiencing Technical Problems
Smart Home Device: Resolution of Technical Problems by Units
Smart Home Device: Payment Method for Professional Assistance
Smart Home Devices: Methods of Receiving Technical Support Services
Preferred Method For Future Technical Support
Satisfaction Level Regarding Technical Support Service Received

Extended Warranty and Support Subscriptions

CE Device: Extended Warranty vs. Technical Support Service Subscription
Smart Home Device: Extended Warranty vs. Technical Support Service Subscription
CE Device: Number of Times Technical Support Service Used
Smart Home Device: Number of Times Technical Support Service Used
CE Device: Number of Times Technical Support Service Contacted to Resolve Issue
Smart Home Device: Number of Times Technical Support Service Contacted to Resolve Issue
High Appeal of Smart Home Device Support Service
Top 15 CE Devices: Technical Support & Warranty Service Coverage Preference
CE Device: Technical Support & Warranty Service Coverage Preference, Cont'd
Smart Home Device: Technical Support & Warranty Service Coverage Preference
Smart Appliance: Technical Support & Warranty Service Coverage Preference
Attitudes Towards Technical Support Service vs. Extended Warranty Service

Home Network Support

Home Network: Technical Problems Experienced
Technical Problem Experienced by Household with Children
Technical Problem Experienced with Wi-Fi by Age
No Technical Problem Experienced by Education
Interest in Add-On Network Services
High Interest in Add-On Home Internet Service by Age
High Interest in Add-On Home Internet Service by Number of Smart Home Devices Owned
Willingness to Pay for Add-On Home Network Service