Consumer Engagement with Support Services

Publication ID:

PAS0116008

Publication Date:

January 27, 2016

Pages:

Publisher:

Parks Associates

Countries:

Global [1]

USD 5,000.00

Computing & Electronics [2]

IT Outsourcing [3]

IT Services [4]

Description:

This 360 View Update examines the use of technical support services among current subscribers. It also studies adoption and renewal rates of premium support services among broadband households as well as factors that create and sustain engagement with these services.

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Table Of Contents:

About the Research

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Previous Research

The Demand for Device & Network Security (Q3/15)

IT and Support Services for Small Businesses (Q2/15)

Supporting the Smart Home (Q2/15)

360 View: Supporting the Connected Consumer (Q1/15)

Tech Support: Meeting IoT Demands (Q1/15)

Tech Support: International Market Opportunities (Q4/14)

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Key Findings

Industry Insight

Recommendations

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Adoption of Support Subscriptions:

Trends in Technical Support Service Subscription (2012 - 2015)

Technical Support Subscription (2013-15)

Devices Covered by Subscription Technical Support Plan (Q3/15)

Computer Technical Support Subscription (2013 - 2015)

Mobile Device Technical Support Subscription (2012 - 2015)

Company Providing Subscription Technical Support Service (Q3/15)

Adoption of Technical Support Subscription by Age (2014 - 2015)

Adoption of Technical Support Subscription by Gender (2013 - 2015)

Adoption of Technical Support Subscription by Household Income (2014 - 2015)

Adoption of Technical Support Subscription by Children At Home (2014 - 2015)

Adoption of Technical Support Subscription by Total # of Device Owned (2014 - 2015)

Adoption of Technical Support Subscription by Attitude to Technology (Q3/15)

Adoption of Technical Support Subscription by Past Experience with Device Problems (2014 - 2015)

Consumer Concerns when Using Connected Devices (Q3/15)

Technical Support Subscription by Number of Technical Concerns (Q3/15)

Length of Time with a Technical Support Subscription (2014 - 2015)

Length of Time with Technical Support Subscription by Provider (Q3/15)

Technical Support Subscription by Specific Problem Experienced (Q3/15)

Technical Support Subscription by Specific Technical and Security Concerns (Q3/15)

Specific Concerns of Non-Subscribers to Technical Support Services (Q3/15)

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Use of Premium Technical Support Subscriptions:

Number of Times Using Subscription Technical Support Plan in Past 12 Months (2014-15)

Average Number of Times Using Subscription Technical Support Plan by Age (2014 - 2015)

Average Number of Times Using Subscription Technical Support Plan by Number of Problems Experienced (2014 - 2015)

Average Number of Times Using Subscription Technical Support Plan by Gender (2014 - 2015)

Number of Times Using Subscription Technical Support Plan in Past 12 Months by Children at Home (Q3/15)

Number of Times Using Subscription Technical Support Plan in Past 12 Months by Attitudes Toward Using Technology (Q3/15)

Number of Times Using Subscription Technical Support Plan by Provider (Q3/15)

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Renewal of Premium Support Services:

Likelihood of Renewing Current Subscription Technical Support Plan (2014-2015)

Likelihood of Renewing Current Subscription Technical Support Plan by Number of Times Using Plan in Past 12 Months (Q3/15)

Likelihood of Renewing Current Subscription Service by Length of Time with Technical Support Subscription (Q3/15)

Likelihood of Renewing Subscription Technical Support Plan by Service Provider (Q3/15)

Likelihood of Renewing Current Subscription Technical Support Plan by Reasons for Enrolling in a Plan (Q3/15)

Average Monthly Cost by Likelihood to Renew Subscription Technical Support Plan (Q3/14)

Likelihood of Renewing Current Subscription Technical Support Plan by Age (Q3/15)

Likelihood of Renewing Subscription Technical Support Plan by Gender (Q3/15)

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Factors that Increase Likelihood of Subscription Renewal:

Features Increasing Technical Support Subscription Renewal (Q3/15)

Features Increasing Subscription Service Renewal by Gender (Q3/15)

Intention to Renew Subscription Technical Support Plan if Offered a Service that Informs about the New and Most Advanced Features of Similar Devices by Children at Home (Q3/15)

Features Increasing Subscription Service Renewal by Length of Timing Subscribing
to Technical Plan (Q3/15)

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Additional Research from Parks Associates

Companies Mentioned:

License Types:

Single User License (PDF)

This license allows for use of a publication by one person.
This person may print out a single copy of the publication.
This person can include information given in the publication in presentations and internal reports by providing full copyright credit to the publisher.
This person cannot share the publication (or any information contained therein) with any other person or persons.
Unless a Enterprise License is purchased, a Single User License must be purchased for every person that wishes to use the publication within the same organization.
Customers who infringe these license terms are liable for a Global license fee.

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Site License (PDF)*

This license allows for use of a publication by all users within one corporate location, e.g. a regional office.
These users may print out a single copy of the publication.
These users can include information given in the publication in presentations and internal reports by providing full copyright credit to the publisher.
These users cannot share the publication (or any information contained therein) with any other person or persons outside the corporate location for which the publication is purchased.
Unless a Enterprise License is purchased, a Site User License must be purchased for every corporate location by an organization that wishes to use the publication within the same organization.
Customers who infringe these license terms are liable for a Global license fee.

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Global License (PDF)*

This license allows for use of a publication by unlimited users within the purchasing organization e.g. all employees of a single company.
Each of these people may use the publication on any computer, and may print out the report, but may not share the publication (or any information contained therein) with any other person or persons outside of the organization.
These employees of purchasing organization can include information given in the publication in presentations and internal reports by providing full copyright credit to the publisher.

*If Applicable.

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