Small/Medium Business: Tech Support Opportunities
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1 By John Barrett, Director, Consumer Analytics, and Yilan Jiang, Manager of Consumer Research, Parks Associates SYNOPSIS SMBs: Tech Support Opportunities tracks SMBs' willingness to pay for premium tech support and provides the market size for premium support services and product warranties. The study, featuring a survey of 500 U.S. SMBs, examines potential revenue opportunities for other support services, such as installation support, troubleshooting, and extended service plans. SMB Computer Problems over past 12 Months (U.S. Small/Medium Businesses) Problems slowed PC's performance Viruses/spyware Difficulty with external devices Difficulty with wireless network Difficulty with software Hard-drive crashed Difficulty with modem Technical issues made PC unusable Difficulty with Difficulty transferring files Battery is not lasting very long Computer was physically damaged Parks Associates 0% 25% ANALYST INSIGHT Despite increased use of tablets and smartphones, SMBs of all sizes remain reliant on desktop and laptop computers, and both devices regularly cause problems for their owners. That creates an opportunity for tech support. Providers should offer bundled services to achieve broadest uptake among SMBs of all sizes. John Barrett, Director, Consumer Analytics, Parks Associates Small/Medium Business: Tech Support Opportunities Notes on Methodology Person Fixing Problems With Company Devices (Q4/12) Key Findings: What SMBs Want from Tech Support Interest in New Service Features - Protection Plan (Q4/12) Preferred Technical Service Providers (Q4/12) Importance of Service Features (Q4/12)
2 Desired Method of Support (Q4/12) Profile by Interest in Advanced Technical Support Service (Q4/12) Key Findings Profile of SMBs Interested in Subscription Support Service Recommendations Profile of SMBs SMBs by # of Employees (Q4/12) Approximate % of Employees Using IT Devices by SMB Size (Q4/2012) Employee Statistics by SMB Size (Q4/12) Approximate Number of Employees Working From Home by SMB Size (Q4/12) Communication Services by SMB Size (Q4/12) Online Services by SMB Size (Q4/12) Use of IT Devices by SMB Size (Q4/12) Use of Company Computers (Q4/12) Use of Company Tablets (Q4/12) Use of Company Mobile Phones (Q4/12) Vehicle Fleet Communication (Q4/12) Business Office Network (Q4/12) Office Network Connection (Q4/12) Devices Connected to Office Network (Q4/12) Support Services: Overview Technical Support by SMB Size Annual Amount Spent on Technical Support by SMB Size (Q4/12) VAR Support Adoption by SMB Size (Q4/12) Respondent Reviews of VARs Source of IT Guidance and Recommendations (Q4/12) Source of IT Guidance and Recommendations by SMB Size (Q4/12) Support Services: Software Computer Support Software Used by SMB Size (Q4/12) Use of Free Computer Support Software by SMB Size Tablet Apps (Q4/12)
3 Free vs. Purchased Tablet Apps (Q4/12) Smartphone Apps (Q4/12) Free vs. Purchase Smartphone Apps (Q4/12) Support Services: Set-Up and Per-Incident Support Use of Outside IT Set-Up Services (Q4/12) % Paying One-Time IT Service Fee (Q4/12) Avg. Amount Spent On One-Time Support Fees by Device (Q4/12) Type of Company Paid One-Time Technical Support Fee (Q4/12) Support Services: Subscription Services Provider of Subscription Technical Support by SMB Size (Q4/12) Number of Times Contacting Subscription Support Service (Q4/12) Satisfaction With Subscription Support Service (Q4/12) Frequency of Technical Support Assistance (Q4/12) IT Support Role in Device Purchases (Q4/12) Reasons for Subscribing to Technical Support Service (Q4/12) Reasons for Not Subscribing to Technical Support Service (Q4/12) Could Not Afford Subscription Support by SMB Size (Q4/12) Support Services: Extended Warranties Location of IT Device Purchase by SMB Size (Q4/12) Warranty/Support Purchases by Device - Top 5 (Q4/12) Warranty/Support Purchases by Device - Cont'd (Q4/12) Location of Extended Warranty Purchase (Q4/12) Reasons for Purchasing Extended Warranties (Q4/12) Reasons for Not Purchasing Extended Warranties (Q4/12) Reasons for Not Purchasing Extended Warranties by SMB Size (Q4/12) IT Problems: Computers Computer Problems (Q4/12) Inconvenience Caused by PC Problems (Q4/12) Computer Problem Resolution (Q4/12) Methods to Resolve PC Problems (Q4/12) Approach to Resolving PC Problems (Q4/13)
4 Satisfaction With Computer Problem Assistance (Q4/12) Time Spent Resolving Issue by PC Problems (Q4/2012) Preferred Method of Addressing Future Computer Problems (Q4/12) Preferred Method to Resolve PC Problems in the Future (Q4/12) Preferred Method to Resolve PC Problems by Approach to Problem Resolution (Q4/12) IT Problems: Tablets Tablet Problems (Q4/12) Inconvenience of Tablet vs. Computer Problems (Q4/12) Tablet Problem Resolution (Q4/12) Satisfaction With Tablet Problem Assistance (Q4/12) Time Spent Resolving Tablet Problem (Q4/12) Preferred Method of Addressing Future Tablet Problems (Q4/12) IT Problems: Smartphones Smartphone Problems (Q4/12) Inconvenience of Smartphone vs. Tablet & Computer Problems (Q4/12) Smartphone Problem Resolution (Q4/12) Satisfaction With Smartphone Problem Assistance (Q4/12) Time Spent Resolving Smartphone Problem (Q4/12) Preferred Method of Addressing Future Smartphone Problems (Q4/12) Demand for Support Services Interest in Device-Cloning Service by SMB Size (Q4/12) Willingness to Pay for Device-Cloning Service (Q4/12) Interest in "Helpline" Service by SMB Size (Q4/12) Interest in New Service Features - Top 10 (Q4/12) Interest in New Service Features - con't. (Q4/12) Interest in Top 3 New Service Features: Consumers vs. SMB (Q4/2012) Interest in Device Protection: Consumers vs. SMBs (Q4/2012) Interest in New Support Features by Approach to PC Problem Resolution (Q4/12) Number of Interested Technical Support Service by SMB Size (Q4/2012) Desired Devices Covered by Support Services - Top 5 (Q4/12) Desired Devices Covered by Support Services - Cont. (Q4/12) Importance of Service Features (Q4/12)
5 Importance of Support Service Attributes: Consumers vs. SMB (Q4/12) Desired Method of Support (Q4/12) Likelihood of Using Support Services by Provider (Q4/12) Likelihood of Paying Monthly Price Per Seat for Service (Q4/12) Likelihood of Paying Annual Price Per Seat for Service (Q4/12) Profile of SMBs Interested in Subscription Support Service Profile by Interest in Advanced Technical Support Service (Q4/12) Appendix IT Profile Number of Employees Using Computers/Smartphones/Tablets (Q4/12) Service Subscriptions (Q4/12) IT Equipment Ownership (Q4/12) Smartphone Usage (Q4/12) Broadband Services (Q4/12) Office Equipment (Q4/12) Types of Network Servers (Q4/12) Company IT Resources (Q4/12) Use of Company Computers (Q4/12) Use of Company Tablets (Q4/12) Use of Company Mobile Phones (Q4/12) Vehicle Fleet Communication (Q4/12) Business Office Network (Q4/12) Office Network Connection (Q4/12) Devices Connected to Office Network (Q4/12) Section Use of Support Services IT Role Time-Management (Q4/12) Number of Employees in IT Management (Q4/12) Use of VAR Technical Support Services (Q4/12) Computer Software (Q4/12) Free vs. Purchased Computer Software (Q4/12) Tablet Apps (Q4/12) Free vs. Purchased Tablet Apps (Q4/12)
6 Smartphone Apps (Q4/12) Free vs. Purchase Smartphone Apps (Q4/12) Use of Outside IT Set-Up Services (Q4/12) % of SMB Paying One-Time IT Service Fee (Q4/12) One-Time IT Service Providers (Q4/12) Total One-Time Service Expenses (Q4/12) Technical Support Subscription (Q4/12) Subscription Support Service Cost (Q4/12) Subscription Technical Support Service Providers (Q4/12) Number of Times Contacting Subscription Support Service (Q4/12) Satisfaction With Subscription Support Services (Q4/12) Use of Subscription Technical Support Assistance (Q4/12) Reasons for Not Subscribing to Technical Support Service (Q4/12) Reasons for Subscribing to Technical Support Services (Q4/12) Location of IT Device Purchases (Q4/12) IT Support Role in Device Purchases (Q4/12) Warranty/Support Purchases by Device - Top 5 (Q4/12) Warranty/Support Purchases by Device - Cont'd (Q4/12) Location to Purchase Extended Warranties (Q4/12) Reasons for Not Purchasing Extended Warranties (Q4/12) Reasons for Purchasing Extended Warranties (Q4/12) Source of IT Guidance and Recommendations (Q4/12) Section IT Problems Fixing Device Problems (Q4/12) Computer Problems (Q4/12) Inconvenience Caused by Computer Problems (Q4/12) Computer Problem Resolution (Q4/12) Satisfaction with Computer Problem Resolution (Q4/12) Time Spent Resolving Computer Problems (Q4/12) Preferred Method of Addressing Future Computer Problems (Q4/12) Tablet Problems (Q4/12) Inconvenience Caused by Tablet Problems (Q4/12)
7 Tablet Problem Resolution (Q4/12) Satisfaction with Tablet Problem Resolution (Q4/12) Time Spent Resolving Tablet Problems (Q4/12) Preferred Method of Addressing Future Tablet Problems (Q4/12) Smartphone Problems (Q4/12) Inconvenience Caused by Smartphone Problems (Q4/12) Smartphone Problem Resolution (Q4/12) Satisfaction with Smartphone Problem Resolution (Q4/12) Time Spent Resolving Smartphone Problems (Q4/12) Preferred Method of Addressing Future Smartphone Problems (Q4/12) Section 5000: Demand for New Support Services Interest in New Helpline Services (Q4/12) Interest in Back-Up Services (Q4/12) Interest in Helpline and Back-up Services (Q4/12) Willingness to Pay for Services (Q4/12) Interest in New Service Features - Protection Plan (Q4/12) Interest in New Service Features Optimization Services (Q4/12) Interest in New Service Features - Set-up Services (Q4/12) Interest in New Service Features Preventive Care (Q4/12) Top Devices Used with New Support Services (Q4/12) Devices Used with New Support Services Cont d (Q4/12) Importance of Service Features (Q4/12) Desired Method of Support (Q4/12) Preferred Technical Service Providers (Q4/12) Likelihood of Paying a Monthly Price for Support Services (Q4/12) Likelihood of Paying an Annual Price for Support Services (Q4/12) Company Info Respondent IT Role (Q4/12) Number of Employees (Q1010/12) Number of Employees Working from Home (Q4/12) Company Type (Q4/12) Number of Office Locations (Q4/12)
8 Business Location - Top 10 (Q4/12) Company Annual Revenues (Q4/12) ATTRIBUTES Parks Associates N. Dallas Pkwy Suite 575 Dallas TX TOLL FREE PHONE FAX parksassociates.com sales@parksassociates.com Authored by John Barrett and Yilan Jiang Executive Editor: Tricia Parks Number of Slides: 218 Published by Parks Associates 2013 Parks Associates Dallas, Texas All rights reserved. No part of this book may be reproduced, in any form or by any means, without permission in writing from the publisher. Printed in the United States of America. Disclaimer Parks Associates has made every reasonable effort to ensure that all information in this report is correct. We assume no responsibility for any inadvertent errors.
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