- Access and Entertainment
- Connected CE and Platforms
- Connected Home Systems and Services
- Digital Health
- Digital Home Support Services
- Digital Media
- Home Energy Management
- Mobile and Portable
Market Focus
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| Support Services for Mobile DevicesDownload Table of Contents (PDF) About the Research Previous Research Key Findings Recommendations Market Overview Mobile Device Adoption (2009-2013) Smartphone Handset Protection Plan/Extended Warranty Adoption (2009-2013) Smartphone Problem Experienced (2012-2013) Type of Smartphone Problems Experienced (2012 vs. 2013) Smartphone Problems (Q3/13) Tablet Problem Experienced (2012-2013) Type of Tablet Problems Experienced (2012-2013) Tablet Problems (Q3/13) Problem Resolution Interacting with a Technical Support Agent to Resolve the Problems (2012 vs. 2013) Interaction with Technical Support Agent (Q3/13) Type of Technical Support Agents That Consumer Contacted (Q3/13) Smartphone: Method to Interact with Technical Support Agents (Q3/13) Tablet: Method to Interact with Technical Support Agents (Q3/13) Technical Problem Resolution Rate by Devices (Q3/13) High Satisfaction with Technical Assistance (Q3/13) Expenses to Resolve the Technical Issues by Devices (Q3/13) Change Provider Because of Support Experience by Devices (Q3/13) Current & previous Use of Support Services Technical Support Service Subscription (Q3/13) Subscription Technical Support Service by Smartphone or Tablet Ownership (Q3/13) Devices Covered by Subscription Technical Support Services (Q3/13) Mobile Devices: Length of Subscription Technical Support Services (Q3/13) Mobile Devices: Subscription Technical Support Service Providers (Q3/13) Q8009. In a few words, tell us why you decided to get a subscription to a technical support service? Devices Considered for Technical Support Plans (Q3/13) Mobile Devices: Expected Providers of Subscription Technical Support Services (Q3/13) Devices Covered by Previous Technical Support Plans (Q3/13) Mobile Devices: Length of Previous Subscription Technical Support Plans (Q3/13) Providers of Previous Subscription Technical Support Services (Q3/13) Devices Covered by Extended Warranty (Q3/13) Demand for Support Services Interest in Smartphone Technical Support Features (2012-2013) Smartphone: Interest in Features by Support Service Subscription (Q3/13) Smartphone: Interest in Features by Smartphone OS (Q3/13) Smartphone: Interest in Features by Number of Problems (Q3/13) Demographic Profile of Smartphone Owners Experiencing Problems (Q3/13) Preferred Provider of Smartphone Technical Support Features (2012 vs. 2013) Interest in Tablet Technical Support Features (2012-2013) Tablet: Interest in Features by Support Service Subscription (Q3/13) Tablets: Interest in Features by Gender (Q3/13) Tablets: Interest in Features by Households with Minors (Q3/13) Tablet: Interest in Features by Brand (Q3/13) Tablet: Interest in Features by Number of Problems (Q3/13) Demographic Profile of Tablet Owners Experiencing Problems (Q3/13) Preferred Provider of Tablet Technical Support Features (2012 vs. 2013) Support Apps Smartphone: Number of App Types Used (Q3/13) Use of Smartphone Technical Apps (Q3/13) Free vs. Purchase Smartphone Apps (Q4/12) Smartphone: Interest in Features by Smartphone App (Q3/13) Tablet: Total Number of Different Types of Tech Support Apps (Q3/13) Use of Tablet Technical Software (Q3/13) Free vs. Purchased Tablet Apps (Q4/12) Tablet: Interest in Features by Technical Software Used (Q3/13) Additional Research from Parks Associates Publish Date: 3Q 2013 Slides: 79 Authored By: John Barrett - Director of Research Yilan Jiang - Manager, Consumer Research
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