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In 2022, 33% of Smart Home Device Owners Had Technical Issues

Park Associates 33% Smart Home technical difficulties

In 2022, 33% of Smart Home Device Owners Had Technical Issues.

Parks Associates’ 2022 consumer research found over one-third of smart home gadget consumers had technical issues. In conjunction with RouteThis, the firm’s new whitepaper, Self-Service Support: Improving Home Automation, tackles network and device support needs in the connected home and technical challenges.

“Those using smart home gadgets at a high rate are most affected by growing technical challenges,” stated Jennifer Kent, VP, Research, Parks Associates. “Parks Associates found that 35-44-year-old heads of household are more likely to have device concerns. This age group also has high smart home gadget ownership rates.”

The research also found that 21% of smart home device users with technical issues utilised a self-help app to fix it, nearly doubling the 2018 figure. Smart home and linked device owners have numerous ways to fix technical concerns. 91% of smart home gadget owners with technical issues will try self-help.

“Smart home brands need to become specialists in Wi-Fi diagnostics,” said RouteThis CEO Jason Moore. “Wi-Fi troubleshooting can be complicated and time-consuming, so the user and smart home brand may not find a solution. Dissatisfied customers may phone again, leave reviews, and return products.”

Users require tools to diagnose and fix Wi-Fi faults on their networks and devices. In the previous four years, self-help applications and solutions with extensive diagnostic features have grown.

“Consumers definitely seek a self-help approach first but need more effective tools to handle the problems themselves,” Kent added.

Parks Associates

Parks Associates, a woman-owned and woman-led multinational market research and consulting firm, specialises in new technology solutions for consumers and SMBs. Parks Associates, celebrating its 35th year in 2021, helps firms navigate evolving consumer technology environments through data-driven market insights, vast consumer and industry intelligence, creative marketing services, and executive networking experiences and conferences.

Emily Parker is a tech enthusiast and freelance writer based in San Francisco, California. With a background in electrical engineering and a passion for smart home technology, Emily has spent the last decade exploring and writing about the latest innovations in home automation. Her articles have been featured in numerous tech magazines and blogs, where she shares her insights on how smart home devices can enhance everyday living. When she's not writing, Emily enjoys experimenting with new gadgets, hiking in the Bay Area, and volunteering at local STEM education programs. Her deep understanding of technology, combined with her engaging writing style, makes her a trusted voice in the smart home community.

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