With smart home apps, consumers prefer service providers do all the work
The CNET Smart Home in Louisville, Kentucky.
A new report analyzing the smart home market suggests consumers are frustrated by the complexity of setting up and maintaining smart home systems.
According to Argus Insights' Smart Home 360 Report, the highest customer satisfaction for any smart home brand comes when someone else connects and manages all those apps and gadgets.
The research firm said it analyzed more than 56,000 app and device reviews and found ADT and Suddenlink were the least liked service providers when it comes to apps. On the flip side, Vivint's Sky app, Cox Communications Homelife app, the Xfinity Home app and the Alarm.com app all trended up following new releases and subscriber growth.
Argus said Vivint remains the most popular service provider for smart home apps while Xfinity Home made gains after an app update addressed customer issues with stability and remote access of camera feeds.
"While some people enjoy the challenge of setting up their own devices, our data shows that delight comes when the consumer is relying on service providers -- at least for now -- to do all the installations and connecting," said John Feland, CEO of Argus Insights. "The continued dominance of Vivint, and significant improvements by Xfinity demonstrate the impact of proactively engaging with customers on improving the user experience."
Argus also found that there is a significant difference between the types of smart home technology used by those in the do-it-for-me camp and the do-it-yourselfers. It turns out those who opt for hands-off technology tend to focus on home security, whereas DIY users are most interested in smart home climate control systems.