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Assurant Study Finds Pandemic-Propelled Consumer Interest in Connected Products, Services and SupportAssurant (NYSE: AIZ) today announced the findings from its latest Connected Decade survey. Now in its fifth year, Assurant's annual study examines consumer attitudes around the convergence of connected devices and their impact on consumers, business and industry. The pandemic, which has impacted individuals and businesses in different ways across the world, has largely accelerated consumers' embrace of 'connected living,' encouraging many to seek mobile device upgrades, technical support, quick repairs and emerging capabilities like 5G. This year's research found consumers' increasing need to remain connected is propelling their desire to protect their connected devices in light of COVID-19 - according to 60 percent of consumers surveyed in January 2021, as compared to 49 percent in June 2020. Other highlights from the survey include:
For all of the benefits and interest around connectivity amid the global pandemic, many consumers also expressed frustrations with their connected devices. In 2021, 46 percent of consumers said they encountered challenges with their connected products, representing a 35 percent increase from 2019. The most common frustrations consumers faced were connecting to a phone or Wi-Fi (22 percent), followed by 'insufficient troubleshooting self-help' (18 percent). Value-Added Services Drove Purchase Decisions As consumers used connected products more regularly (50 percent increase since 2019), they also expressed a growing interest in value-added services (VAS), such as tech support, extended warranty and insurance. If offered VAS for their connected products, 70 percent of consumers said they would be more likely to move ahead with the purchase of a connected device they are considering buying, a six percent increase from the previous year. Of the VAS proposed, the largest increase from 2019 to 2021 was on-demand tech support, which saw a 44 percent jump. Clearly there is a growing need for consumers to get expert guidance with installing, connecting and using their connected purchases. Buying a refurbished device at a reduced price also saw a sizable increase during the health crisis, rising 36 percent. "The pandemic has highlighted the full value of device support and protection," said Colberg. "As consumers grow more dependent on connected living, they increasingly are placing a premium on these benefits." The Connected Decade is based on research conducted annually since 2016. The data is refreshed each year with representative samples of more than 1,000 U.S. adults in each wave. Eligibility is restricted to those who both own a smartphone and have wireless service. Select results can be viewed at here. About Assurant Assurant, Inc. (NYSE: AIZ) is a leading global provider of lifestyle and housing solutions that support, protect and connect major consumer purchases. Anticipating the evolving needs of consumers, Assurant partners with the world's leading brands to develop innovative products and services and to deliver an enhanced customer experience. A Fortune 500 company with a presence in 21 countries, Assurant offers mobile device solutions; extended service contracts; vehicle protection services; pre-funded funeral insurance; renters insurance; lender-placed insurance products; and other specialty products. The Assurant Foundation strengthens communities by supporting charitable partners that help protect where people live and can thrive, connect with local resources, inspire inclusion and prepare leaders of the future.
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