New Survey Shows Early Smart Home Customer Experiences Present Challenges
Early adopters and potential buyers cite complexity, cost, and service as key concerns
REDWOOD CITY, Calif. — Support.com Inc. has unveiled survey findings indicating that the cost and complexity of smart home systems and devices is threatening consumer adoption and brand loyalty.
The new report, entitled “The Smart Home Customer Experience: Repairing the Broken Promise,” surveyed more than 3,000 U.S. consumers, and examined the drivers and barriers of smart home usage and behavior for both smart home owners and potential buyers. The report examines key considerations regarding buying, installing, using, and troubleshooting smart home systems, and reveals consumers’ needs for self-service or guided support from device manufacturers and service providers.