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ネットワーク接続世帯のサポートサービス

Support Services for the Connected Home

 

出版社 出版年月電子版価格 ページ数
Parks Associates
パークスアソシエイツ社
2018年12月US$3,500
電子ファイル
58

サマリー

ネットワーク接続世帯の市場は拡大を続け、ブロードバンド世帯の技術の複雑さが増しており、技術サポートも消費者の変化に対応しなければならない。米国調査会社パークスアソシエイツ社(Parks Associates)の調査レポート「ネットワーク接続世帯のサポートサービス」は、新しい接続機器の消費者サポートのニーズを精査し、問題解決の様々なアプローチを解説している。サポートサービスの動向について詳述し、米国の有料技術サポートサービスの収益機会を予測している。

As the connected home ecosystem continues to grow and the technical complexity of broadband households increase, the technical support needs of consumers change. This report examines consumer support needs for new and emerging connected devices along with the various approaches to problem solving among consumers. It also details support service trends and forecasts the revenue opportunity for premium technical support services in the U.S.

 



目次

1.0          Report Summary

1.1          Purpose of Report

1.2          Key Burning Questions Addressed by this Research

1.3          Research Approach/Sources

2.0          Support Services for the Connected Consumer

3.0          Connected Device Adoption

3.1          Computing, Entertainment, Health, and Emerging Devices

3.2          Smart Home Devices

4.0          Device Problems

4.1          Computing, Entertainment, Health and Emerging Device Problems

4.2          Smart Home Device Problems

5.0          Resolving Device Problems

5.1          Self-Help versus Professional Support

5.2          Premium Support

5.3          Support Subscriptions

6.0          Emergence of Smart Home Device Support

6.1          Consumer Technology Brand Leaders: BestBuy and Verizon

6.2          Independent Support Providers

6.3          Home Service Providers

6.4          Network Monitoring Providers

7.0          Consumer Tech Support Forecasts

7.1          Setup and Installation Services

7.2          One-Time Support Services

7.3          Subscriptions Support Services

7.4          Total Revenue

8.0          Implications and Recommendations

9.0          Appendix

9.1          Glossary

9.2          Index

 

Figures

Average Number of Connected Devices per U.S. BB HH (2015 – 2018)
Computing and Entertainment Device Adoption
Number of Connected Health Devices Owned (2013 - 2018)
Smart Home Device Adoption
CE Device: Number of Technical Problems Experienced (Q1/18)
Device Problems Computing, Entertainment, and Emerging Devices (2018)
Smart Home Device: Number of Technical Problems Experienced (Q1/18)
Smart Home Devices: Technical Problems (Q1/18)
Problems Setting Up Devices by Smart Home Device (2015 - 2018)
Problems Setting up Devices by Smart Home Device, Cont’d (2015 - 2018)
CE Device: Actions Taken After Experiencing Problems (Q1/18)
Smart Home Device: Actions Taken After Experiencing Technical Problems (Q1/18)
CE Device: Payment for Professional Support (2014 - 2018)
Smart Home Device: Payment for Professional Support (2015 - 2018)
CE Device: Subscription Technical Support Service Adoption (2012 - 2018)
Service Offerings From Consumer Technology Brands
Market Share for Technical Support Subscriptions (Q1/18)
Best Buy Smart Home Support Services
Verizon Smart Home Support Services
Independent Provider - Premium Smart Home Support Services
Amazon - Premium Smart Home Support Services
Network Monitoring Providers - Premium Smart Home Support Services
Smart Home Support Providers
Forecast Methodology – Setup and Installation Services
Total Revenue - Setup and Installation Services
Forecast Methodology - One-time Support Services
Total Revenue - One-time Support Services
Forecast Methodology - Subscription Support Services
Total Revenue - Subscription Support Services
Total Revenue - Consumer Premium Technical Support Services

 

 

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