New research from Parks Associates finds one-third of smart device owners in US broadband households have increased usage of their devices during the COVID-19 pandemic, including 46 percent of smart door lock owners.

The study tracks consumer experience with connected devices. It highlights specific pain points with leading product categories throughout the consumer journey with these products from purchase to ongoing use. The research identifies the many paths consumers take to resolve tech support issues, their expectations and preferences for resolving issues, and concept testing of support business models. It also examines changes in the use of technology and consumer support preferences in the era of COVID-19.

“As market adoption and usage increase, new challenges in the consumer experience are emerging, which could impact current and future growth,” said Patrice Samuels, senior analyst, Parks Associates. “A growing percentage of smart home device owners now experience multiple problems with their devices each year, and 16 percent of US broadband households report home network problems have disrupted work-at-home activities during COVID-19.”

Read the full report on the Parks Associates website.