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市場調査レポート

360 View:コネクテッドコンシューマーへのサポート

360 View: Supporting the Connected Consumer

発行 Parks Associates 商品コード 361951
出版日 ページ情報 英文 75 Slides
納期: 即日から翌営業日
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本日の銀行送金レート: 1USD=111.91円で換算しております。
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360 View:コネクテッドコンシューマーへのサポート 360 View: Supporting the Connected Consumer
出版日: 2019年09月30日 ページ情報: 英文 75 Slides
概要

当レポートでは、消費者による各種コネクテッドデバイスの利用動向を調査し、利用に当たって消費者が直面している各種課題、問題解決の手段、各種サポートの利用動向、各種サポートに対する満足度、有料サービスに対する見解などをまとめています。

エグゼクティブサマリー

スマートホームとCEデバイスのセットアップ

  • スマートホームデバイスの所有動向
  • スマートホームデバイスの導入動向
  • CEデバイスの導入率
  • スマートホームデバイスのセットアップ方法
  • CEデバイス:セットアップ方法
  • スマートホームデバイス:デバイスセットアップにおける難点
  • CEデバイス:デバイスセットアップにおける難点
  • スマートホームデバイス:セットアップにおける問題
  • セットアップにおける問題:スマートホームデバイス別
  • CEデバイスセットアップの問題
  • スマートホームデバイス:問題への対処法
  • CEデバイス:問題への対処法
  • スマートホームデバイスの返却
  • スマートホームデバイスの返却・交換:セットアップの難易度別
  • CEデバイスの返却
  • CEデバイスの返却・交換:セットアップの難易度別
  • デバイス返却の理由
  • スマートホームデバイスセットアップの好み
  • CEデバイスセットアップの好み
  • スマートホームデバイスのセルフセットアップエクスペリエンス
  • CEデバイスのセルフセットアップエクスペリエンス、など

スマートホーム・CEデバイスの問題とその対処

  • スマートホームデバイス:経験した技術的問題
  • CEデバイスの技術的問題
  • スマートホームデバイス:技術的問題への対処法
  • CEデバイス:技術的問題への対処法
  • スマートホームデバイスの技術的問題の解決策
  • CEデバイスの技術的問題の解決策
  • スマートホームデバイス:プロフェッショナルアシスタンスのタイプ・コスト
  • CEデバイス:プロフェッショナルテクニカルサポートの料金
  • オンタイム有料テクニカルサポートサービス
  • オンタイム有料プロフェッショナルサポートコストに対する認識
  • スマートホームデバイス:技術者/サポートサービスからサポートを受ける手段
  • プロフェッショナルスマートホームデバイスサポートを提供する企業のタイプ
  • プロフェッショナルテクニカルサポートサービスへの満足度
  • テクニカルサポートの待ち時間・所要時間の許容範囲、など

サポート加入・延長保障・ワンタイムサポート

  • CEデバイス:テクニカルサポートサービスへの加入動向
  • サポート加入・延長保障加入の動向
  • 加入型テクニカルサポートの市場シェア
  • 加入型テクニカルサポートサービスのプロバイダー:デバイス別
  • 過去1年のテクニカルサポートサービスの利用回数
  • 延長保障プランサービスプロバイダーの市場シェア
  • CEデバイス:延長保障を提供する企業タイプ、など

サービス訴求

  • スマートホームデバイスサポートサービスの訴求力
  • CEデバイスサポートサービスの訴求力
  • スマートホームデバイスサポートサービスの有料利用の動向
  • プロフェッショナルサポートが求められるスマートホームデバイス、など

購入意欲

  • スマートホームデバイスの購入意欲
  • 購入意欲へのサービスの影響

付録

目次

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

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