TORONTO — Half of Canadians are experiencing “a growing reliance on the digital home” as the pandemic has driven an uptick in TV and digital streaming needs and Internet connectivity requirements, says a new report from Ernst & Young (EY).
At the same time, “this rise in online services from telecommunications, media and technology (TMT) providers is being met by concerns around digital fatigue, with 45% of Canadians seeking downtime from internet-enabled devices,” says an EY press release.
“Whether adding entertainment services, upping internet speed or adopting new health and education tools, Canadian consumers loaded up on online services at the start of national lockdowns and are now starting to revaluate products and services as they come out of the pandemic to help alleviate digital fatigue and minimize variable expenses,” says Rohit Puri, EY Canada telecommunications, media and technology leader, in the release.
“As consumers reassess the cost and value of their services, not all TMT providers will survive the cut. Those who work collaboratively to solve fatigue challenges, while innovating to provide new whole home solution services, stand to win in the market,” Puri added.
EY’s Decoding the Digital Home report is based on global surveys with more than 17,500 households, including 2,500 in Canada, on consumer attitudes about digital connectivity, technology and content consumption in the home.
Here are some of the Canadian findings from the report:
- 55% of Canadian consumers say they pay too much for content they don’t watch
- 48% believe their service provider doesn’t do enough to ensure they’re on the best-value deal
- One in five consumers are willing to switch broadband providers in the next year
- 35% of respondents say they prefer to get all their connectivity and content needs from a single supplier
- Almost half of users say they favour a centralized smart home ecosystem
- 46% say they have increased concerns around privacy and security of personal information since the start of the pandemic
- 55% believe telecoms and streaming services coped well during the Covid-19 crisis
- 60% of Canadian households say they’re satisfied or very satisfied with their broadband provider’s technical support
“So many smart devices compete for time, budget and tech support,” said Stuart McEwen, EY Canada TMT business transformation leader. “Providers that address education gaps by offering clear guidance on how to install services and manage preferences can increase customer satisfaction. And those that go beyond typical value drivers — like speed or reliability — to deliver valuable one-stop-shop solutions for the digitally connected home can seize a huge opportunity.”
For more information and to download the EY Decoding the Digital Home 2021 survey, please click here.
Infographic courtesy of Ernst & Young Canada.
