Summary

ネットワーク接続世帯用製品とシステムに関する消費者向けの研修（手ほどき）は、製品の返品率やブランドロイヤリティに影響を及ぼすもので、顧客のライフタイムを拡張するために必須である。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オンボーディング（研修）と技術サポート」は、ネットワーク接続世帯での導入や、製品とサービスへの信頼向上のための戦略などのオンボーディングにおいおいてより良い経験を提供するためのアプローチについて記載している。サポートサービスの主要企業について概説し、米国での新しいネット接続機器サポートの5年間の市場を予測している。

Consumer onboarding experience with connected home products and systems is critical to maximizing customer lifetime value, through its impact on factors like product return rates and brand loyalty. This report examines approaches to providing positive experiences with elements of onboarding including installation and other strategies to ensuring product and service reliability in the connected home. The report profiles leaders in support services and includes a five-year forecast of the support needs generated by emerging connected devices in the US.

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Table of Contents

1.0          Report Summary

1.1          Purpose of Report

1.2          Key Questions Addressed by this Research

1.3          Research Approach/Sources

2.0          Purchase Support

2.1          Device Purchases

2.2          Purchase Challenges

2.3          Purchase Consultation Services

2.4          Purchase Support Solutions

3.0          Setup and Installation

3.1          Setup and Installation Challenges

3.2          Setup and Installation Services

3.3          Setup and Installation Solutions

4.0          Device Ownership and Ongoing Support

4.1          Ongoing Device Challenges

4.2          Ongoing Support Services

4.3          Ongoing Support Solutions

5.0          Consumer Tech Support Forecasts

5.1          Setup and Installation Services

5.2          One-Time Support Services

5.3          Subscriptions Support Services

5.4          Total Revenue

6.0          Implications and Recommendations

7.0          Appendix

7.1          Glossary

7.2          Index

7.3          Image Sources

Figures

Device Purchases and Purchase Intentions – Smart Home Device
Device Purchases and Purchase Intentions – CE Devices
Purchase Questions for Smart Home Devices
Pre-Purchase Consultations
Purchase Consultations
Service Appeal Smart Home Consultation Service
Setup and Installation – Smart Home and CE Devices
Smart Home Devices: Problems Setting Up Device (2016 - 2019)
CE Devices: Problems Setting Up Device (Q2/19)
Setup and Installation Services – CE Device
Setup and Installation Services
Smart Home Premium Setup Services
Service Appeal Setup Services
Device Ownership (Q2/2019)
CE Devices: Technical Problems Experienced (Q2/19)
CE Devices: Technical Problems Experienced (Q2/19)
Smart Home Devices: Technical Problems Experienced (Q2/19)
Smart Home Devices: Technical Problems Experienced (Q2/19)
Technical Support Subscription Services
Service Appeal: Ongoing Technical Support Services
Network Monitoring Solutions
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
Consumer Premium Technical Support Services