Is your home becoming smart?
With the advancement of IoT and AI, various everyday objects are connected to the internet.
Turning on the heating on your way home, brightening a room with a single phrase like "turn on the lights," or leaving room cleaning to a robotic vacuum...
Business services company Assurant conducted a survey on smart home appliances, revealing consumer expectations and current dissatisfaction.
Assurant Conducts Consumer Survey on Smart Home Appliances
Assurant conducted a consumer survey on smart home appliances and connected products, targeting 1,000 men and women aged 18 to 79 in Japan.
The survey brought to light expectations and dissatisfaction regarding continuously evolving smart technology.
68% Plan to Purchase New Smart Home Appliances
The questionnaire regarding the purpose of using smart home appliances and connected products revealed that 68% of consumers plan to purchase smart home appliances and connected products.
The main purposes were automation of housework, use for entertainment and leisure, and strengthening home security.
When you think of smart home appliances, robotic vacuums probably come to mind first.
Equipped with advanced AI cameras, their room mapping accuracy and obstacle detection have improved dramatically in recent years.
In addition, smart locks that allow you to lock and unlock your front door using a smartphone, fingerprint, or retina scan are gaining popularity.
They easily implement auto-locking and allow you to check entry and exit logs stored in the cloud, leading to enhanced security.
Over Half Experienced Dissatisfaction During Purchase or Use
Despite the enthusiasm for smart home appliances and connected products, 54% of people have felt dissatisfied when purchasing or using them.
Consumers raised specific concerns such as there was a lack of information for troubleshooting on my own, I didn't know how to use it, and I didn't know how to dispose of the product.
Indeed, using smart home appliances and connected products is becoming increasingly complex, and they are often foreign-made products.
Even when trouble occurs during use, problems arise such as not knowing who to consult or finding support difficult to understand because it is in English.
In addition, issues when connecting to home Wi-Fi or smartphones are common.
Troubles such as needing to change router settings or encountering incompatibility with a smartphone's Bluetooth version also occur.
31% Desire Enhanced Technical Support
Mirroring the responses to the aforementioned dissatisfactions, a questionnaire regarding added values expected when purchasing smart home appliances and connected products revealed that 31% of consumers desired technical support.
Warranties and extended warranties for loss, theft, and breakdown ranked near the top, highlighting consumers' desire to dispel anxieties and use smart home appliances with peace of mind.
Furthermore, protecting personal privacy is crucial. For robotic vacuums, companies must pay meticulous attention to room floor plan information and the handling of captured images and video.
There is also a risk that unauthorized parties could deduce when occupants are away based on home appliance usage patterns.
When choosing products, consumers must pay close attention to how manufacturers handle personal information.
Consumer Awareness Survey Also Reveals Challenges
While Assurant's survey showed consumers' willingness to purchase smart home appliances and connected products, it also revealed that users struggle to understand increasingly complex settings and operation, driving demand for comprehensive support.
Moreover, surprising feedback such as I don't know how to dispose of it came to light, making trade-in services for smart home appliances and connected products—which contain many precious resources and semiconductors—a necessary initiative toward sustainable development.
Comment from Junichi Fujimoto, Representative Director and President of Assurant Japan
Under our purpose of expanding the possibilities of our customers' lives in a connected world and creating a better future, we provide various support, warranty services, and solutions through partner companies so that all consumers can enjoy the benefits of continuously evolving smart technology, lead more comfortable and affluent daily lives, and live lives open to new possibilities.
To continue meeting everyone's needs, we intend to keep updating our services while developing and providing new solutions.
(Translated from Japanese)