This report provides an overview of the technical landscape of broadband households throughout the world, including North America, Western Europe, and Asia/Pacific.

It examines the demand for premium support services and evaluates industry trends in each region.

This report provides a global revenue forecast for premium technical support services.

1.0 Report Summary

1.1 Purpose of Report
1.2 Scope of Report
1.3 Research Approach/Sources
1.4 Key Questions Addressed

2.0 Drivers of Market Demand

2.1 Device Ownership
2.2 Frequency of Device Problems
2.3 Types of Problems Encountered

3.0 Methods of Problem Resolution

3.1 Use of Support Resources
3.2 Use of Professional and Premium Support

4.0 Business Model Evolution

4.1 Expanding Device Coverage
4.2 New Payment Models Gaining Traction
4.3 Multiple Service Channels Retain Value
4.4 Expanding Product Offerings

5.0 Forecast

5.1 Forecast Methodology
5.1.1 Set-up and Installation Services
5.1.2 One-time Support Services
5.1.3 Subscription Services
5.2 North America
5.3 Western Europe
5.4 Asia-Pacific

6.0 Implications and Recommendations

7.0 Appendix

7.1 Glossary
7.2 Index
7.3 Image Sources

Figures

  • Average Number of Connected Devices in Broadband Households
  • Computing Device Penetration (2015)
  • Entertainment Device Penetration (2015)
  • Popular Smart Home Device Penetration (2015)
  • Number of Technical Problems by Device - U.S. (Q3/14)
  • Number of Technical Problems by Device U.K. and Germany (Q3/15)
  • Number of Technical Problems by Device France and Spain (Q3/15)
  • Enablement Support Needs by Country
  • Device-Specific and Performance Problems by Country
  • Connectivity and Interoperability Problems by Country
  • Security/Privacy-Related Problems by Country
  • Steps Taken to Resolve Technical Problem (Q3/14)
  • Method of Problem Resolution by Country - U.K. and Germany (Q3/15)
  • Method of Problem Resolution by Country - France and Spain (Q3/15)
  • U.S. Problem Resolution Overview 2014
  • U.K. Problem Resolution Overview 2015
  • Germany Problem Resolution Overview 2015
  • France Problem Resolution Overview 2015
  • Spain Problem Resolution Overview 2015
  • Premium Technical Support Service Model
  • Premium Support Services Available from Major Brands in North America
  • Premium Support Services Available from Major Brands in Western Europe and Asia-Pacific
  • Premium Support Service - Geek Squad U.S.
  • Premium Support Service - Geek Squad Canada
  • Premium Support Service - Deutsche Telekom
  • Membership Service Model - Geek Squad Canada
  • Importance of Technical Support Capabilities
  • Enrollment in Extended Warranty/Technical Support Subscriptions at Time of Device Purchase
  • Geek Squad Free In-home Consultation for Smart Home Automation
  • Disconnect Online Privacy Support Service
  • Interest in Security/Privacy Support Services (Q3/15)
  • Forecast Methodology - Set-up/ Installation Services
  • Forecast Methodology -One-time Support Services
  • Forecast Methodology - Subscription Support Services
  • Total Revenue - Premium Technical Support Services in North America
  • Total Revenue - Premium Technical Support Services - Western Europe
  • Total Revenue - Premium Technical Support Services - Asia-Pacific
  • Most Important Component of Support Service Package (Q1/15)
  • Features Increasing Technical Support Subscription Renewal (Q3/15)
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