New consumer data by Parks Associates reveals a spike in unresolved problems among smart home device owners — about 12% of smart device owners report unresolved problems in 2018, compared to just 5% in the three years prior. The report notes that many new smart devices require reliable Wi-Fi and connectivity problems are now the most prevalent among these types of devices. This makes diagnosing device issues more complex, and as a result, more problems are going undiagnosed.
The chart below shows the different resolution routes consumers use when experiencing problems with their smart devices. As shown, resolution without professional assistance is the most popular at 79%.
Source: Parks Associates