More Customers are in Do-It-Yourself Mode for the Smart Home and a Third of Them are Having Problems

A little more than one-third (34%) of wireless device owners have had technical issues in the last year according to new smart home DIY research from Parks Associates.

The company’s Shifting Support Needs: Opportunities for Remote Solutions report says that the most common problem is the loss of wireless connectivity, which the research firm says is likely due to lack of professional installation of devices.

Once the COVID-19 pandemic became widespread, many consumers became hesitant to let technicians into their home to set up devices, Parks Associates noted. That hesitancy was augmented by device manufacturers touting the ease of do-it-yourself installation and encouraging customers to handle the chore themselves, which helped to keep a lid on the prices of wireless solutions.

Even with the challenge of connecting a device properly, nearly two-thirds (65%) of consumers who have self-installed devices would prefer to continue to do it themselves.

“Just under 20% of smart home device owners report having a smart home device professionally installed by the company that sold them the product, and 16% report hiring a contractor to set up a device,” said Patrice Samuels, Parks Associates senior analyst, in a prepared statement. “As smart home device manufacturers attempt to drive market growth, keeping product prices low is essential. Therefore, many have embraced DIY setup strategies that minimize overall consumer product costs.”

Samuels added: “Remote technical support channels are increasingly important, given the social distancing guidelines brought on by the COVID-19 crisis. While the type of remote support available to consumers will vary based on the problem they experience, it remains important to understand consumers’ preferences.”


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