New Survey Shows Complexity of Smart Home Systems is Impeding Adoption, Customer Experience

New research released at CES 2016 provides insights for IoT device
manufacturers, technology retailers and service providers

(NASDAQ:SPRT), makers of cloud-based Nexus® software
for Support Interaction Optimization (SIO) and a leading provider of
tech support and turnkey support center services, today unveiled new
survey findings highlighting barriers to Smart Home usage across current
owners and to further adoption by potential buyers.

The findings show that almost one in three (31%) Smart Home system
owners struggle with the complexity of setup, configuration and ongoing
support for their devices. Additionally, 43 percent of potential Smart
Home device buyers are concerned about the complexity of installing and
configuring Smart Home systems. Another important factor is cost. Two
out of three (67%) potential buyers say the cost to buy, set-up and
maintain a Smart Home system is the number one barrier to purchasing
Connected Home devices or systems.

“As companies launch new Smart Home technology and solutions at CES, the
entire customer experience must be factored in the equation,” said Alex
Poulos, VP of Marketing at “Manufacturers and service
providers need to look beyond the ‘cool factor’ of new features and
focus on the consumer’s experience of integrating products into the
broader ecosystem of IoT devices in the Smart Home.

“More than six out of ten Smart Home owners want to be able to support
themselves with their technology on their own. Other, less tech-savvy
consumers want the option of assisted support,” Poulos added. “Brands
that apply the right service and support strategies can differentiate
themselves in a rapidly growing market, raise adoption rates for their
products, and increase customer loyalty and advocacy.”

The insights, initially published today in an infographic entitled, “A
Smart Home Divided
,” come from a survey of more than
3,000 U.S. consumers in November 2015. The infographic is
available today from at the Parks Associates’ CONNECTIONS
Summit within CES 2016. It can also be downloaded

The survey respondents represented both owners and potential buyers: 23
percent indicated they have a Smart Home system and 77 percent indicated
they did not. The infographic includes survey findings on device
adoption; consumer consideration to buying, installing and owning a
Smart Home device or system; preferences of purchase channel and
self-support versus assisted support.

Additional key findings featured in the infographic include:

Purchase and installation:

  • Smart Home system owners were almost equally split in their choice of
    sellers: They purchased from manufacturers (37%), retailers (35%) and
    service providers (28%)
  • Almost half (49%) of potential buyers are more inclined to work
    through a single provider to purchase, install and get support for
    their Smart Home systems

Self-service and expert guidance:

  • 37 percent of Smart Home owners installed all their smart home devices
    on their own, and 61 percent of owners want to fix issues on their own
  • 43 percent of potential buyers are willing to pay a one-time fee for
    professional installation

Customer service and support:

  • 40 percent of Smart Home owners prefer to deal with a single service
    provider to handle service and support for every product that is
  • 43 percent of potential buyers wouldn’t know which company (e.g.
    Internet provider, router manufacturer or security camera maker) would
    be responsible for support

Download the A Smart Home Divided infographic here:
The complete findings will be detailed in an upcoming full report. at CES 2016 will be participating in Internet of Things (IoT) and Smart
Home events and sessions during CES 2016 in Las Vegas. Lee Gruenfeld,
Vice President of Strategic Initiatives at, will participate
in a January 7 panel at Parks Associates’ CONNECTIONSTM
Summit, entitled, “Support Solutions: IoT and the Connected Home”. The
panel will be moderated by Patrice Samuels, Research Analyst at Parks
Associates, and will examine innovative support models for an
optimal IoT and connected home experience for consumers. For more
information about CONNECTIONS™ Summit, visit

If you are interested in learning more about products,
services and vision, you can schedule a meeting during CES 2016 in Las
Vegas here:

About, Inc. (NASDAQ:SPRT) is the leading provider of cloud-based
software (Nexus®) and services to deliver next-generation
technical support. helps leading brands in software,
electronics, communications, retail, Internet of Things (IoT) and other
connected technology industries deepen their customer relationships.
Customers want technology that works the way it’s intended. By using software and services, companies can deliver a fantastic
customer experience, leading to happier customers, a stronger brand and
growing revenues.

For more information, please visit
or follow us
@support_com., Inc. is an Equal Opportunity Employer. For more
information, visit

© 2016, Inc. All rights reserved., the logo and Nexus are trademarks or registered trademarks of, Inc. in the United States and other countries.


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