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Research: Preference for DIY Install is Dropping

Smart home and CE consumer research study from Parks Associates finds nearly one-half of households now prefer working with a professional technician.

Parks Associates’ latest research, Quantified Consumer: Support Services for Modern Connected Lifestyles, reveals U.S. household preferences for DIY install are dropping, as installation difficulties are driving product returns. The Quantified Consumer study of 10,000 U.S. internet households examines the support needs and options for consumers buying, installing, and using consumer electronics (CE) and smart home devices.

Parks Associates – Research - Returns of Smart Home Devices

The research also shows that the number of households selecting self-install has declined nearly 30 percent since 2019. Nearly one-half of household now prefer working with a professional technician, and in-home support is the most appealing manner of professional support.

“New work-at-home activities make home network dependability more critical than in the past,” says Elizabeth Parks, president and CMO, Parks Associates. “These activities are driving high willingness to pay for support services, either as part of a device price at acquisition or an aftermarket service add-on. Providers have new opportunities to support consumers’ remote work lifestyles and to provide that support virtually.”

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