HiWired Survey Indicates Average Consumer Can Waste Up To 80 Hours – or Equivalent of Two Weeks Vacation – Per Year Trying to Solve Technology Challenges
NEEDHAM, Mass, July 17, 2007 — Right now, 11 percent of Americans – or 18 million people, the total population of the State of Florida – are experiencing a technology problem, according to survey results today released by HiWired, Inc. (www.hiwired.com), a provider of technology services and solutions. Ipsos conducted the survey on HiWired’s behalf, querying more than 2400 consumers during the second quarter of 2007 on their technology challenges, attitudes and spending habits.
According to the research, conducted via email survey with consumers nationwide, hardware, software, networking and PC configuration continue to cause the largest proportion of technology problems. The data also revealed a number of security and productivity risks of which consumers are often not aware.
“Although technology has become an inescapable part of our lives, most consumers continue to find managing all of their devices and associated software to be confusing and time consuming,” said Michael Wexler, president and co-founder of HiWired. “Data backup, wireless network security and keeping software patches up-to-date often fall through the cracks in the busy day-to-day management of our lives.”
Cost of Time Spent Resolving Technology Problems: Two Weeks of Vacation
The survey revealed that the most common technology challenges took consumers at least two hours to solve.
| | Average Time | Percentage
unable to solve |
| Find a person or company to solve a PC problem | 2 hours | 5 percent |
| Setup a new wireless network | 2.7 hours | 24 percent |
| Transfer files from an old PC to a new PC | 3.3 hours | 19 percent |
| Get rid of spyware, viruses, etc. | 2.5 hours | 20 percent |
| Install security software | 1.6 hours | 10 percent |
| Determine the reason for weird pop-up messages or errors | 2.4 hours | 21 percent |
| Fix a frozen or unresponsive PC | 2.7 hours | 25 percent |
By comparing these average resolution times to the records of thousands of HiWired tech support sessions, HiWired has concluded that without help, an average consumer can spend up to 91 hours per year on common technology problems and maintenance, while professional support staff can solve those same problems and provide maintenance in about 11 hours. As a result, consumers who use technology support services can save up to 80 hours per year – roughly two weeks of vacation.
A False Sense of Security
Surprisingly, 90 percent of consumers surveyed believed that their PCs were secure but only 20 percent are actually secure based on results from the Survey and HiWired diagnostic tests run on consumer’s PCs.
- Only 47 percent of PCs are running updated AntiVirus software;
- Only 40 percent of PCs are running updated AntiSpyware software;
- And 46 percent of wireless networks are securely encrypted.
Despite these factors, survey respondents overwhelmingly believed that their PCs were adequately protected, indicating the need for internet service providers, software vendors and technology services organizations to better educate and alert consumers to security risks.
Technology Set-up Headaches
Forty-five percent of respondents indicated that they have needed professional help with setting up a new technology product, such as PCs, wireless networks, software or other devices. And consumers aged 45 and older were significantly more likely to have needed help with a new technology product.
Consumers aged 18-24 indicated that they needed professional help with a new product about 38 percent of the time, while 50 percent of those aged 45-54 needed help. At the high end of the scale, 66 percent of those 65 and older needed tech support to set up a new technology product.
Who’s Using Tech Support - and Why
Although 62 percent of respondents indicated that they “feel at least somewhat comfortable dealing with technology,” consumers are increasingly turning to tech support services to resolve technology problems. Twenty-six percent of survey respondents indicated that they have paid for tech support in the past, with those aged 45 and higher most likely to have done so. The most popular reasons for paying professionals to solve technical problems included “knowing the problem will be solved” at 57 percent and “to get access to technical expertise” at 43 percent.
As consumers continue to utilize additional technology products and services, the potential for technology problems and need for technical support will only increase. Survey respondents indicated the strongest interest in managing and sharing digital photos (38 percent), playing computer games (33 percent), instant messaging (22 percent) and digital music (12 percent).
About the Survey Respondents
The survey demographics found that the average age of a technology purchaser is 45, with the highest proportion of purchasers between the ages of 36-55. Fifty-eight percent of purchasers between the ages of 36-55 have children under 18 living in the home. And respondents skew slightly more male and Caucasian.
And finally, 74 percent of the total number of respondents (or 86 percent of those who identified themselves as purchasers of technology services) report that they currently subscribe to at least one home service, with lawn and furnace/AC maintenance ranking the highest.
About HiWired
Founded in 2004 by IBM services veterans Singu Srinivas and Michael Wexler, HiWired provides retailers, broadband providers, small businesses and consumers with immediate, expert support for the PC and any technology that integrates with the PC including wireless networks, iPods, digital cameras, and smartphones.
Through its remote technology management services HiWired makes it simple for consumers and small businesses to utilize, enjoy and integrate their technology. HiWired offers incident-based and ongoing remote technical support for customers struggling with technology tasks ranging from setup of new computers and digital devices to problem solving with more complicated technology and networking configurations. For more information visit www.HiWired.com.
HiWired Media Contacts:
Cheryl Delgreco
Media Strategies
617.723.4004
cdelgreco@msipr.com