According to Parks Associates, 59% of U.S. broadband households planning to purchase a smart home device are interested in a support service that guarantees the security of their device from unauthorized access. This option was the most popular value-added service among smart home shoppers, while services that resolve technical issues or provide tools for the user to address problems each gained interest from 45% of potential buyers.
"The entire consumer experience in the smart home is evolving into a curated experience," said Patrice Samuels, Parks senior analyst. "Changes in the retail channel illustrate this shift, where smart home products are moving from shelves and endcaps to 'experience centers,' which offer consultations, consumer education, cross-category product comparisons, and out-of-the box product demos."