Whitepaper: Research Findings

Global Technology (UK) Whitepaper: Research Findings

Source notes:

“Global Technology Research” conducted by Corus on behalf of Assurant.

Quantitative opinion data sourced from a nationwide panel of British respondents via email-distributed, double opt-in web questionnaire. Participation was restricted to adult respondents (18 years or older) who own a smartphone and have cellular service. Surveys were fielded in November 2019. Simple random sampling was used to fill demographic participation quotas (N=1,248).

Client Confidential

Updated: February 3, 2020 (version 1) 1 | Corus Contents

Smartphone ownership Smartphone protection Wireless service 5G Vehicle ownership & internet connection Wi-Fi connected devices Connected devices protection Tech related frustrations and issues Voice assistant programs, video game use, & VR Technology confidence Data usage & risks AI automation and prognostication OTT services Healthcare Home broadband

2 | Corus Contents

3 | Corus What type of smartphone do you currently own? (If you own more than one, please select the phone that you use most often.)

40%

34% 34%

30%

20%

16%

10%

5% 4%

2% 2% 1% 1% 0% Apple Google HTC Lenovo LG Motorola Other Samsung Sony

4 | Corus How likely is it that the next smartphone you buy will be made by the same brand you currently use?

50%

41% 40%

30% 30%

23%

20%

10%

4% 2%

0% Very unlikely Somewhat unlikely I'm not sure Somewhat likely Very likely

5 | Corus How likely is it you might switch to an Android smartphone within the next 10 years? [Among respondents who currently have an Apple smartphone]

35%

31%

30%

25% 24%

20% 18% 16% 15%

11% 10%

0% Very unlikely Somewhat unlikely I'm not sure Somewhat likely Very likely

6 | Corus How likely is it you might switch to an Apple smartphone within the next 10 years? [Among respondents who currently have an Android smartphone]

40%

36%

30%

25%

20%

16% 15%

10% 8%

0% Very unlikely Somewhat unlikely I'm not sure Somewhat likely Very likely

7 | Corus Contents

8 | Corus Excluding the manufacturer’s warranty, did you purchase insurance or additional protection for your current smartphone? (Select all that apply.)

80% 73% 70%

60%

50%

40%

30%

20% 15%

10% 6% 6% 5%

0% Yes, through my carrier Yes, an AppleCare Protection Plan Yes, from the manufacturer of my Yes, from another 3rd party insurance No, I haven't purchase insurance or Android smartphone (such as provider additional protection Samsung)

9 | Corus Did you ever previously purchase additional protection or insurance for a different smartphone? [Among respondents who haven’t purchased insurance or additional protection for their current smartphone]

Yes, 15%

No, 85%

10 | Corus Please indicate whether each of the following reasons is or is not a reason as to why you no longer purchase insurance or protection for your smartphone. [Among respondents who have previously purchased insurance or additional protection for a different smartphone]

Smartphones are becoming more durable and less likely to need repair 47% 53%

I wouldn’t want a refurbished device if I ever needed a replacement 63% 37%

I was unhappy with the billing process 82% 18%

My employer no longer covers my bill 93% 7%

When I filed a claim, my replacement phone was poor quality 90% 10%

When I filed a claim, the phone delivery process took too long 85% 15%

I had a claim denied 87% 13%

Customer service was poor 77% 23%

The deductible was too high 58% 42%

The price was too high 26% 74%

I realized I did not need it 39% 61%

I prefer to get any needed phone repairs from a local service 60% 40%

IS NOT a reason IS a reason

11 | Corus Please indicate whether each of the following reasons is or is not a reason as to why you haven’t purchased insurance or protection for your smartphone. [Among respondents who have not previously purchased insurance or additional protection for a different smartphone]

Smartphones are becoming more durable and less likely to need repair 53% 47%

I wouldn’t want a refurbished device if I ever needed a replacement 69% 31%

I prefer to get any needed phone repairs from a local service 64% 36%

I was not aware of the availability of a protection plan 86% 14%

The protection plan did not include the coverage that I wanted 85% 15%

The sales rep told me not to buy it 95% 5%

It didn’t protect my data 87% 13%

I tried to sign up after I purchased my phone, but it was too late 94% 6%

The price of the monthly premium was too high 42% 58%

The price of the deductible was too high 56% 44%

I do not anticipate needing it 32% 68%

I didn’t know where to buy it 89% 11%

I haven’t been offered it 77% 23%

IS NOT a reason IS a reason

12 | Corus Contents

13 | Corus Which provider do you use for mobile phone service (choose the one you use most if you use more than one)?

25%

21%

20% 19%

15% 15%

10% 10% 9%

5% 5% 5% 4% 2% 1% 1% 0% 0% 0% 0% 0% Asda BT Mobile EE GiffGaff i-D Mobile Lebarra Lyca Mobile O2 Sky Smarty Superdrug TalkMobile Tesco Three Virgin Vodafone

14 | Corus How satisfied are you with the following attributes of your wireless service?

Ability to bring my own device 2% 4% 28% 30% 36%

In-store retail service 3% 5% 34% 29% 28%

Customer support 3% 6% 17% 38% 36%

Proximity of retail storefront 2% 6% 32% 34% 26%

Call quality 3% 5% 4% 37% 51%

Data speeds 3% 6% 9% 41% 41%

Network coverage 3% 9% 3% 37% 48%

Smartphone protection plan 2% 6% 54% 21% 17%

Smartphone upgrade plan 2% 6% 40% 28% 24%

Smartphone selection 3% 4% 17% 37% 39%

Price for service 3% 9% 9% 39% 40%

Overall satisfaction 4% 4% 3% 39% 50%

Very unsatisfied Somewhat unsatisfied No opinion / Not applicable Somewhat satisfied Very satisfied

15 | Corus Contents

16 | Corus How much have you seen or heard about 5G?

2% 9% 17%

33% 32%

80% A lot 80% A little 74% Not at all

63% 62%

18% 11% 9% 5% 6% Silent Generation Baby Boomers Generation X Millennials Generation Z

17 | Corus This year, wireless carriers around the world began transitioning to fifth-generation cellular networks – known as 5G for short. This new era will leap ahead of current 4G wireless technology by offering mobile internet speeds that will let people download entire movies within seconds. It will also reduce latency (the lag you experience when issuing a smartphone command) and enable many more devices to be connected at once. In the next 10 years, how much of an impact do you think 5G will ultimately have…

On society 9% 17% 30% 30% 14%

On your own life 24% 21% 31% 18% 5%

No impact Minor impact Modest impact Significant impact Enormous impact

18 | Corus Only a handful of 5G-capable smartphones have been released so far. Soon, however, this will be a common feature. When you think about your next smartphone, do you expect that a 5G capability is something that will prompt you to upgrade to a new phone sooner than you might have otherwise done?

50% 50%

40% 36%

30%

20%

14%

10%

1% 0% No - I won’t buy a new smartphone just because It depends - 5G is a feature I’m interested in Yes - I will definitely buy a new phone sooner I've already upgraded to a 5G-capable it’s 5G-capable. getting, but other considerations matter as much than I would have in order to get 5G capabilities. smartphone! or more when upgrading.

19 | Corus Contents

20 | Corus When thinking about the potential impact of 5G technology on cars and trucks in the next 10 years, how much of an impact do you think it will ultimately have on...

6% 11% 11% 10%

27% 21% 24% 28%

Enormous impact 29% 32% 30% Significant impact 31% Modest impact Minor impact No impact 19% 16% 20% 17%

19% 21% 15% 13%

The number and quality of in-car The technical sophistication of vehicle The ability for vehicles to drive The ability of commercial freight and entertainment options safety and crash avoidance systems autonomously delivery trucks to drive autonomously

21 | Corus Passenger cars are increasingly connected to the internet, both to send data (including requests for route guidance) and to receive data (including “over-the-air” software updates for a vehicle’s onboard computer). How comfortable would you be if the following types of data were continuously shared with the manufacturer of the vehicle?

13% 11% 11% 14% 15% 14% 17% 23% 25%

35% 38% 41% 44% 47% 49% 52% 51% 53%

28% 24% 26% 27% 25% 23% 19% 17% 13% 27% 26% 19% 17% 13% 14% 12% 9% 8%

Technical status of the Vehicle location data Data about how the vehicle Usage data for interior Usage data for the car External traffic, weather, Usage of connected safety Personally-identifying Data from smartphones vehicle and the operating is being driven, such as features and components, infotainment system and road conditions and convenience features, information about the that are either Bluetooth- health of its monitored braking and acceleration such as seat and mirror such as automatic parking driver or the owner of the connected or WiFi- components statistics settings assist, and automatic vehicle connected , including emergency braking phone numbers called and texted

Very uncomfortable Somewhat uncomfortable Somewhat comfortable Very comfortable

22 | Corus How concerned are you with the following ways in which your vehicle’s internet connection might be used by others?

Hacking of my vehicle 8% 34% 57%

Tracking of my vehicle without my knowledge 9% 39% 52%

Commercial use of personal information 11% 41% 48%

Disclosure of private information without my consent 9% 44% 47%

Not concerned Somewhat concerned Very concerned

23 | Corus Contents

24 | Corus In the past 12 months, which of the following stores have you bought or considered buying CONSUMER ELECTRONICS and/or WIFI-CONNECTED HOME APPLIANCES from?

Amazon 1% 15% 20% 9% 47% 15%

Ebay 2% 28% 10% 6% 38% 21%

House of Fraser 4% 64% 2%2% 13% 16%

Debenhams 3% 52% 3%1% 21% 19%

Asda 2% 40% 5% 2% 34% 17%

Mobile providers - e.g. Vodafone/EE/O2 Stores 3% 56% 13% 2% 8% 18%

Carphone Warehouse 3% 65% 8% 2% 6% 17%

GAME 10% 58% 8% 2% 8% 13%

Euronics 21% 57% 4% 2% 5% 12%

Sainsbury's 2% 35% 5% 2% 36% 21%

Tesco 1% 28% 7% 2% 40% 21%

Curry's / PC World 1% 36% 22% 4% 13% 24%

Argos 1% 30% 15% 5% 29% 20%

John Lewis Partnership 4% 50% 7% 2% 17% 20%

Haven’t heard of the store Haven’t visited or purchased from the store Made connected technology purchases 1-2 times Made connected technology purchases 3+ times Purchased non-electronic goods Visited the store but haven’t purchased from it

25 | Corus In the last 12 months, did you purchase any of the following companion services and/or product options from the following stores?

Extended Technical Digital identity Insurance Bought a Traded-in an None of these warranty support protection against theft, refurbished or older product loss or damage used product Argos 15% 7% 4% 8% 7% 5% 65% Curry's / PC World 19% 9% 3% 9% 5% 4% 60% Tesco 9% 11% 6% 11% 11% 8% 56% Sainsbury's 18% 15% 12% 11% 15% 11% 33% Euronics 11% 18% 14% 19% 16% 8% 27% GAME 7% 6% 8% 11% 18% 11% 50% Carphone Warehouse 9% 12% 9% 14% 9% 9% 47% Mobile providers - e.g. Vodafone/EE/O2 Stores 6% 8% 4% 11% 5% 6% 66% Asda 9% 9% 7% 18% 14% 8% 47% Debenhams 14% 16% 20% 14% 16% 20% 22% House of Fraser 13% 17% 20% 20% 17% 20% 15% Ebay.co.uk 6% 4% 10% 4% 21% 4% 58% Amazon.co.uk 8% 4% 4% 6% 7% 4% 75% John Lewis Partnership 21% 4% 8% 8% 6% 8% 57%

26 | Corus What is your opinion about the following stores for purchasing consumer electronics and/or home appliances (select all that apply)?

Amazon.co.uk 2% 11% 51% 36%

Ebay.co.uk 2% 16% 54% 27%

House of Fraser 4% 7% 20% 46% 24%

Debenhams 8% 29% 45% 18%

Asda 2% 23% 57% 18%

Mobile providers - e.g. Vodafone/EE/O2 Stores 2% 24% 61% 12%

Carphone Warehouse 3% 24% 56% 17%

GAME 3% 33% 53% 10%

Euronics 4% 10% 18% 48% 21%

Sainsbury's 5% 8% 28% 35% 24%

Tesco 2% 20% 67% 12%

Curry's / PC World 2% 19% 59% 18%

Argos 4% 16% 61% 19%

John Lewis Partnership 2% 7% 56% 34%

Never shop here again! Avoid shopping here if possible Neutral opinion Would gladly consider in the future First place I’d look in the future!

27 | Corus For each of the following WIFI- or BLUETOOTH-CONNECTED products, please indicate your level of familiarity, interest, or ownership and use:

Not aware Not interested Might buy Will buy Rarely use Regularly use Bluetooth headset or hands-free car system 6% 38% 18% 6% 11% 20% Home WiFi speaker 3% 37% 25% 7% 8% 20% Portable Bluetooth speaker 4% 40% 21% 7% 13% 16% Security system 4% 39% 33% 9% 3% 13% Security camera 4% 37% 35% 10% 3% 11% Action camera 7% 54% 23% 5% 4% 6% Internet-connected TV or DVR 4% 23% 23% 9% 5% 36% Robotic vacuum 6% 53% 28% 8% 2% 3% Connected pet device or tracker 10% 58% 21% 6% 2% 3% Virtual reality system 8% 57% 19% 7% 4% 4% Smart thermostat 4% 41% 31% 10% 3% 11% Wearable devices 5% 47% 26% 7% 4% 11% Tablet or eReader 3% 22% 17% 6% 12% 39% Car diagnostic app (using your car’s OBD II port) 14% 44% 28% 6% 4% 4% TV set-top streaming internet video device 5% 33% 23% 6% 6% 27% Smart door lock 8% 48% 28% 9% 2% 4% Smart lighting system 6% 45% 29% 10% 3% 8% Smart sprinkler or irrigation system 10% 62% 19% 4% 2% 2% Smart home speaker and voice controller 6% 44% 21% 7% 6% 16% Smartphone-controlled garage door system 9% 63% 18% 6% 2% 3% XBox, Playstation, or other video game console 6% 47% 13% 5% 10% 20% Smart doorbell camera 5% 45% 30% 11% 3% 6% Smartphone-controlled baby monitor 12% 65% 13% 5% 2% 2% Smart smoke detector 7% 39% 35% 9% 3% 6% Smart wall plug 10% 45% 28% 8% 2% 6% Wearable health and fitness device 5% 45% 24% 8% 4% 14% Smartphone-controlled drone 10% 64% 16% 5% 3% 2% Smartphone-controlled toy 12% 63% 14% 5% 3% 3% Laptop computer 1% 15% 15% 7% 7% 55% 28 | Corus Desktop computer 5% 36% 14% 6% 8% 30% Do you have any home appliances that are WiFi-connected, and which have features that can be controlled or accessed via smartphone? If so, please indicate the extent to which you use any of the connected features on those products.

Smart Refrigerator 12% 51% 25% 7% 1% 3%

Smart Range / stove / oven 18% 52% 20% 5% 2% 3%

Smart Range hood and venting system 23% 53% 16% 4% 2%2%

Smart Microwave 19% 49% 22% 6% 2% 3%

Smart HVAC / Air conditioner 20% 55% 17% 5% 2%2%

Smart Laundry washer / dryer 16% 49% 22% 6% 3% 3%

Smart Water softener 24% 51% 16% 6% 1%2%

Smart Water filtration system 21% 51% 19% 5% 2%2%

Smart Cooking thermometer 20% 51% 20% 6% 2%2%

Smart Ice maker 25% 53% 14% 5% 1%2%

Smart Blender or juicer 22% 52% 17% 6% 2%2%

Smart Pressure cooker or slow cooker 21% 50% 19% 5% 2% 3%

Smart Coffee maker or espresso maker 18% 51% 19% 6% 2% 3%

Not aware of this Not interested Might buy Will buy Rarely / never use connected features Regularly use connected features

29 | Corus Which, if any, of the following factors would make you more likely to buy the following products? (Select all that apply.)

On-demand tech Extended Insurance against Digital identify Trading-in an Buying a support warranty theft, loss or protection older model for a refurbished damage discount model for less Bluetooth headset or hands-free car system 10% 16% 18% 19% 11% 9% Home WiFi speaker 10% 17% 8% 17% 9% 11% Portable Bluetooth speaker 11% 12% 11% 14% 8% 12% Security system 22% 19% 24% 19% 7% 14% Security camera 17% 17% 24% 22% 6% 14% Action camera 13% 16% 19% 16% 8% 10% Internet-connected TV or DVR 14% 22% 15% 19% 17% 7% Robotic vacuum 15% 24% 10% 12% 10% 22% Connected pet device or tracker 12% 15% 18% 19% 10% 10% Virtual reality system 11% 17% 14% 17% 10% 19% Smart thermostat 17% 15% 10% 14% 9% 9% Smart watch 12% 22% 16% 17% 8% 14% Tablet or eReader 13% 22% 21% 14% 16% 14% Car diagnostic app (using your car’s OBD II port) 16% 18% 16% 19% 9% 8% TV set-top streaming internet video device 13% 17% 14% 14% 14% 10% Smart door lock 15% 15% 20% 18% 9% 7% Smart lighting system 17% 16% 12% 15% 6% 10% Smart sprinkler or irrigation system 12% 17% 14% 19% 12% 8% Smartphone-controlled garage door system 16% 20% 12% 19% 8% 8% XBox, Playstation, or other video game console 9% 18% 12% 15% 16% 12% Smart home speaker and voice controller 12% 16% 17% 22% 11% 10% Smart doorbell camera 16% 17% 19% 20% 7% 11% Smartphone-controlled baby monitor 10% 15% 18% 24% 13% 7% Smart smoke detector 16% 18% 16% 15% 8% 10% Smart wall plug 12% 14% 10% 13% 7% 10% Wearable health and fitness device 14% 20% 16% 21% 12% 11% Smartphone-controlled drone 14% 16% 21% 16% 12% 11% Smartphone-controlled toy 12% 16% 15% 20% 10% 10% Laptop computer 8% 21% 21% 14% 12% 16% Desktop computer 12% 23% 19% 15% 13% 11% Smart Refrigerator 17% 29% 15% 16% 14% 11% Smart Range / stove / oven 15% 25% 16% 17% 10% 13% Smart Range hood and venting system 10% 20% 17% 18% 14% 9% Smart Microwave 16% 27% 12% 20% 14% 12% Smart HVAC / Air conditioner 13% 20% 11% 20% 12% 13% Smart Laundry washer / dryer 15% 24% 13% 18% 13% 12% Smart Water softener 12% 20% 16% 17% 11% 7% Smart Water filtration system 14% 21% 12% 15% 9% 10% Smart Cooking thermometer 12% 16% 13% 16% 10% 10% 30 | Corus Smart Ice maker 11% 19% 12% 17% 9% 14% Smart Blender or juicer 13% 19% 12% 19% 12% 11% Smart Pressure cooker or slow cooker 11% 17% 12% 19% 12% 13% Smart Coffee maker or espresso maker 10% 17% 15% 19% 11% 13% For each of the following products that you own, please indicate where you purchased it (choose the most recent purchase if you purchased more than one of the same kind). 3rd party e-commerce site 3rd party physical store From the manufacturer directlyOther / I don’t know Bluetooth headset or hands-free car system 53% 20% 14% 14% Home WiFi speakers 37% 24% 20% 20% Portable Bluetooth speaker 39% 24% 19% 18% Security system 35% 28% 23% 13% Security camera 44% 25% 19% 12% Action camera 37% 27% 19% 17% Internet-connected TV or DVR 41% 38% 13% 8% Robotic vacuum 43% 27% 14% 16% Connected pet device or tracker 39% 27% 19% 15% Virtual reality system 47% 21% 19% 14% Smart thermostat 41% 20% 21% 17% Smart watch 56% 24% 15% 6% Tablet or eReader 47% 33% 14% 7% Car diagnostic app (using your car’s OBD II port) 34% 32% 21% 13% Streaming internet video device 53% 23% 16% 7% Bluetooth door locks 29% 31% 24% 15% Smart lighting system 38% 28% 20% 14% Smart sprinkler system 37% 22% 25% 17% Smart home speaker and voice controller 42% 18% 26% 14% Garage door system 34% 35% 22% 10% XBox, Playstation, or other video game console 47% 38% 8% 7% Smart doorbell camera 40% 24% 24% 13% Smartphone-controlled baby monitor 47% 28% 13% 12% Smart smoke detector 34% 28% 23% 15% Smart wall plug 36% 35% 19% 9% Wearable health and fitness device 47% 28% 18% 8% Smartphone-controlled drone 40% 28% 17% 14% Smartphone-controlled toy 50% 26% 13% 12% Laptop computer 49% 34% 11% 6% Desktop computer 37% 42% 13% 8% Smart Refrigerator 31% 27% 20% 22% Smart Range / stove / oven 35% 36% 18% 11% Smart Range hood and venting system 34% 27% 22% 17% Smart Microwave 41% 31% 17% 11% Smart HVAC / Air conditioner 33% 32% 22% 13% Smart Laundry washer / dryer 32% 37% 20% 11% Smart Water softener 33% 26% 22% 19% Smart Water filtration system 33% 26% 25% 16% Smart Cooking thermometer 36% 22% 20% 23% Smart Ice maker 28% 31% 21% 20% 31 | Corus Smart Blender or juicer 36% 29% 16% 19% Smart Pressure cooker or slow cooker 42% 30% 16% 12% Smart Coffee maker or espresso maker 38% 30% 18% 15% For each of the following products that you own, did you purchase any of the following companion services and/or product options? (Select all that apply.)

Digital identity Insurance Extended On-demand tech Bought a Traded-in an None of the protection against theft, loss warranty support refurbished older model above or damage model Bluetooth headset or hands-free car system 5% 6% 9% 5% 2% 1% 79% Home WiFi speaker 4% 7% 10% 6% 4% 2% 73% Security system 5% 10% 21% 13% 6% 5% 58% Portable Bluetooth speaker 3% 6% 9% 6% 4% 2% 75% Security camera 11% 13% 19% 13% 7% 5% 50% Action camera 10% 11% 18% 10% 4% 6% 51% Internet-connected TV or DVR 3% 7% 15% 6% 2% 3% 73% Robotic vacuum 11% 8% 22% 14% 13% 13% 38% Connected pet device or tracker 13% 20% 27% 21% 9% 7% 29% Virtual reality system 11% 9% 21% 10% 4% 6% 44% Smart thermostat 9% 8% 16% 10% 2% 4% 61% Smart watch 5% 14% 14% 8% 5% 4% 58% Tablet or eReader 3% 7% 10% 6% 4% 2% 75% Car diagnostic app (using your car’s OBD II port) 8% 10% 19% 16% 5% 4% 50% TV set-top streaming internet video device 2% 7% 8% 7% 3% 2% 75% Smart door lock 13% 12% 24% 21% 12% 11% 26% Smart lighting system 3% 10% 12% 9% 11% 6% 55% Smart sprinkler or irrigation system 6% 14% 27% 16% 14% 12% 29% Smart home speaker and voice controller 4% 5% 11% 8% 3% 1% 76% Smartphone-controlled garage door system 10% 14% 22% 19% 14% 12% 32% XBox, Playstation, or other video game console 4% 8% 13% 7% 4% 5% 68% Smart doorbell camera 6% 6% 20% 13% 8% 8% 49% Smartphone-controlled baby monitor 12% 12% 26% 14% 7% 9% 31% Smart smoke detector 6% 15% 24% 11% 7% 4% 43% Smart wall plug 6% 7% 15% 8% 6% 4% 61% Wearable health and fitness device 5% 7% 10% 5% 3% 4% 73% Smartphone-controlled drone 11% 10% 21% 20% 8% 10% 33% Smartphone-controlled toy 7% 12% 26% 15% 16% 7% 34% Laptop computer 4% 8% 13% 7% 6% 2% 69% Desktop computer 3% 8% 14% 8% 5% 3% 67% Smart Refrigerator 17% 17% 32% 17% 10% 13% 23% Smart Range / stove / oven 5% 18% 27% 18% 6% 10% 29% Smart Range hood and venting system 10% 14% 22% 12% 14% 18% 22% Smart Microwave 9% 11% 28% 11% 14% 14% 30% Smart HVAC / Air conditioner 13% 17% 38% 21% 13% 15% 17% Smart Water softener 14% 14% 24% 8% 11% 14% 32% Smart Water filtration system 12% 14% 18% 28% 12% 12% 26% Smart Cooking thermometer 11% 15% 20% 22% 17% 11% 26% Smart Ice maker 15% 17% 39% 22% 12% 7% 22% 32 | Corus Smart Blender or juicer 9% 16% 25% 18% 14% 7% 34% Smart Pressure cooker or slow cooker 6% 17% 23% 18% 12% 5% 32% Smart Coffee maker or espresso maker 7% 10% 32% 9% 7% 13% 34% For each of the following products that you own, how likely is it that you’ll buy a newer model when the next version is released (including purchase of competing products from a different brand)? Definitely won't buy a Unlikely to buy a Likely to buy a newer Definitely will buy a newer model newer model model newer model Bluetooth headset or hands-free car system 24% 44% 25% 8% Home WiFi speaker 20% 42% 29% 9% Security system 16% 43% 25% 15% Portable Bluetooth speaker 22% 39% 30% 9% Security camera 13% 38% 30% 19% Action camera 14% 33% 38% 15% Internet-connected TV or DVR 16% 33% 36% 15% Robotic vacuum 16% 24% 32% 29% Connected pet device or tracker 14% 34% 25% 27% Virtual reality system 18% 28% 33% 21% Smart thermostat 18% 43% 24% 15% Smart watch 16% 34% 32% 18% Tablet or eReader 16% 33% 37% 14% Car diagnostic app (using your car’s OBD II port) 20% 39% 22% 18% TV set-top streaming internet video device 16% 36% 34% 14% Smart door lock 17% 21% 28% 34% Smart lighting system 16% 35% 30% 20% Smart sprinkler or irrigation system 16% 22% 31% 31% Smart home speaker and voice controller 15% 41% 31% 12% Smartphone-controlled garage door system 22% 24% 31% 24% XBox, Playstation, or other video game console 16% 24% 39% 21% Smart doorbell camera 15% 31% 30% 24% Smartphone-controlled baby monitor 12% 26% 29% 33% Smart smoke detector 17% 28% 38% 18% Smart wall plug 18% 37% 29% 17% Wearable health and fitness device 19% 33% 34% 14% Smartphone-controlled drone 16% 15% 43% 26% Smartphone-controlled toy 21% 21% 34% 25% Laptop computer 14% 32% 37% 17% Desktop computer 18% 31% 34% 17% Smart Refrigerator 10% 22% 35% 33% Smart Range / stove / oven 18% 23% 29% 31% Smart Range hood and venting system 12% 24% 32% 32% Smart Microwave 11% 21% 30% 39% Smart HVAC / Air conditioner 15% 25% 29% 31% Smart Laundry washer / dryer 17% 29% 23% 31% Smart Water softener 19% 27% 22% 32% Smart Water filtration system 22% 16% 32% 30% Smart Cooking thermometer 22% 24% 24% 30% Smart Ice maker 22% 24% 12% 41% 33 | Corus Smart Blender or juicer 16% 32% 25% 27% Smart Pressure cooker or slow cooker 15% 28% 31% 26% Smart Coffee maker or espresso maker 13% 26% 29% 31% Contents

34 | Corus As opposed to buying a separate warranty or protection plan for each individual technology product you might buy (including smartphones and laptops), how interested would you be in a subscription-based warranty and protection plan that covered all of the connected devices you already own – plus any you might buy in the future – against damage or mechanical failure?

60% 32% 33%

50%

40% 45%

30% 60% 24% 52%

20% 39%

10% 17% 18%

0% Silent Generation Baby Boomers Generation X Millennials Generation Z

Not interested Somewhat interested Very interested Extremely interested

35 | Corus What do you expect the monthly cost of a service like this would be?

40%

35%

30% 28%

23%

20%

10% 7%

3% 2% 2%

0% £1 to £10 £10 to $25 £25 to £50 £50 to £75 £75 to £100 £100 to £125 More than £125

36 | Corus Contents

37 | Corus In your experience, which connected products in your home have been a source of tech- related frustrations at least once in the past year, and which of these happened most recently?

Tech challenges experienced in Most recent source of tech None past 12 months challenges Bluetooth headset or hands-free car system 8% 4% 89% Home WiFi speaker 7% 2% 90% Security system 4% 2% 94% Portable Bluetooth speaker 7% 2% 92% Security camera 5% 1% 94% Action camera 3% 1% 96% Internet-connected TV or DVR 10% 4% 86% Robotic vacuum 1% 0% 98% Connected pet device or tracker 1% 0% 98% Virtual reality system 3% 1% 97% Smart thermostat 3% 1% 96% Smart watch 4% 1% 95% Tablet or eReader 11% 2% 87% Car diagnostic app (using your car’s OBD II port) 3% 0% 97% TV set-top streaming internet video device 8% 2% 90% Smart door lock 1% 0% 99% Smart lighting system 2% 0% 97% Smart sprinkler or irrigation system 1% 0% 98% Smart home speaker and voice controller 4% 1% 95% Smartphone-controlled garage door system 1% 0% 99% XBox, Playstation, or other video game console 6% 1% 93% Smart doorbell camera 2% 0% 97% Smartphone-controlled baby monitor 1% 0% 99% Smart smoke detector 2% 0% 97% Smart wall plug 2% 0% 98% Wearable health and fitness device 4% 1% 95% Smartphone-controlled drone 2% 0% 98% Smartphone-controlled toy 2% 0% 98% Laptop computer 19% 8% 72% Desktop computer 11% 4% 85% Smart Refrigerator 1% 0% 98% Smart Range / stove / oven 1% 0% 99% Smart Range hood and venting system 1% 0% 99% Smart Microwave 1% 0% 99% Smart HVAC / Air conditioner 1% 0% 99% Smart Laundry washer / dryer 2% 0% 98% Smart Water softener 1% 0% 99% Smart Water filtration system 1% 0% 99% Smart Cooking thermometer 1% 0% 99% Smart Ice maker 1% 0% 99% Smart Blender or juicer 1% 0% 99% Smart Pressure cooker or slow cooker 1% 0% 99% 38 | Corus Smart Coffee maker or espresso maker 1% 0% 99% Smartphone 28% 10% 62% None of these 33% Which of the following best describes the technology issue you most recently experienced?

40%

33%

30%

20%

15% 13%

10% 7% 6% 6% 5% 5% 3% 2% 2% 2%

0% Confusing or Hardware that I haven't Initial setup Internet Lack of Normal Payment, return Physical Software bugs, User account, Other difficult to broke, wouldn’t experienced challenges connectivity interoperability performance or exchange installation glitches, or profile, or operate or use turn on, or didn’t any issues and/or speed with other didn’t meet issues challenges crashes password work issues connected expectations challenges devices

39 | Corus Did you lose any money as a result of the issue you experienced?

60%

50% 48%

40%

33%

30%

20%

10% 6% 5% 4% 3% 1% 0% I haven't experienced any I resolved the issue without I resolved the issue, but I I resolved the issue, but I I resolved the issue, but The issue couldn’t be The issue couldn’t be totally issues spending any more money had to spend 50% to 100% had to spend up to 50% of needed to spend more than resolved, and I don’t expect resolved, and I expect (or of the original purchase the original purchase price 100% of the original to get a refund have already gotten) a price purchase price refund

40 | Corus What did you need to spend more money on? (Select all that apply.) [Among respondents who had to spend greater than 50% of the original purchase price to resolve their issue]

50%

44%

40%

30% 30%

25% 25%

20%

10% 6% 6%

0% Replacement Repair Installation Technical support Return shipping and/or restocking fees Other

41 | Corus Which of the following ways did you attempt to resolve the issue, and how happy were you with each of the approaches you tried? [Among respondents who have experience some sort of issue]

Worked through a solution on my own 38% 5% 9% 11% 19% 18%

In-home visit by a service technician 70% 3% 6% 5% 9% 7%

Social media 67% 4% 6% 6% 10% 7%

Internet chat rooms or forums 63% 4% 6% 8% 11% 8%

YouTube self-help videos 50% 3% 7% 11% 14% 14%

Third-party premium tech support 67% 4% 6% 7% 10% 7%

Help from friend or family 44% 4% 7% 11% 17% 17%

Manufacturer or seller of item – in-store support 64% 5% 6% 7% 10% 9%

Manufacturer or seller of item – website or self-help FAQs 54% 7% 8% 11% 12% 8%

Manufacturer or seller of item – internet chat support 59% 6% 7% 9% 12% 6%

Manufacturer or seller of item – phone support 56% 9% 7% 9% 10% 10%

I did not try this approach Was a waste of time Led to an unhappy resolution Got me partway there Led to a good outcome – after much time and effort Helped me resolve the issue quickly and painlessly

42 | Corus What are the frustrations you’ve had when buying and owning consumer electronics and/or appliances (select all that apply)?

Ran into troubles when installing it 13% Difficult to physically move the product into my home 5% Fearful that it would break and be expensive to replace or repair 13% Spent a lot of money repairing it 7% Waited too long to get it back after sending it for repairs 5% Insufficient self-help for troubleshooting issues 13% No extended warranty available when I bought it 5% Extended warranty was too expensive 18% Extended warranty did not cover all of the potential issues 7% Extended warranty did not cover a long enough period of time 5% Problems connecting the product to my smartphone or WiFi 11% Product didn’t perform as I expected 14% Didn’t know how to best dispose of an older product 13% Difficult to return a product when it didn’t work out 7% Couldn’t understand what value or purpose it was meant to serve 4% Couldn’t figure out how to use it 11% None of the above 37%

0% 10% 20% 30% 40%

43 | Corus Rate the level of concern you have for the following risks associated with our connected lives.

Frequently needing to upgrade to newer connected devices because manufacturers stop supporting earlier models 18% 40% 36% 7%

Increased total cost of living due to monthly subscription fees for my connected devices and their related services 18% 39% 35% 9%

Increased costs of maintenance and repair for everyday products that are becoming more complex 15% 43% 35% 6%

Increasing social / political polarization due to siloed news and media 17% 40% 32% 10%

Loss of focus due to constant digital stimuli 25% 41% 28% 6%

Loss of real, human connectedness because of technology 15% 36% 36% 12%

Harm to my reputation through social media mishaps or internet falsehoods 32% 36% 25% 7%

Misuse of data collected about me by web services I use 10% 39% 40% 11%

Digital blackmail, snooping or stalking 17% 40% 33% 10%

Email or social media hacking or account takeover 12% 43% 36% 9%

Identity theft by criminal hackers 9% 37% 40% 14%

Cyberattacks on my country's web infrastructure 13% 40% 35% 12%

Eavesdropping by foreign governments 21% 38% 31% 10%

Eavesdropping by my government 22% 41% 29% 9%

Dependencies on technology that make us too vulnerable if they fail 12% 40% 39% 9%

Unconcerned Somewhat concerned Very concerned Terrified

44 | Corus Contents

45 | Corus Which voice assistant programs do you use? (Select all that apply.)

50% 47%

40%

32%

30%

20% 17% 16%

10%

0% Amazon Alexa Apple Siri Google Assistant Samsung Bixby None of the above

46 | Corus How frequently, if ever, do you use an internet connection to play video games, whether using a smartphone or tablet, a computer, or an internet-connected video game console?

12% 15% 26%

15% 16%

9% 18% 10%

Daily 7% Weekly Monthly Never or rarely

64% 59% 49%

Smartphone or tablet games Computer games Console video games (e.g. Sony Playstation)

47 | Corus In the last year have you tried any virtual reality systems?

Yes, 15%

No, 85%

48 | Corus Contents

49 | Corus How well does the following statement describe you?: “When I get a new electronic device, I usually need someone else to help set it up or show me how to use it.”

Generation Z 62% 29% 9%

Millennials 45% 25% 30%

Generation X 66% 22% 12%

Baby Boomers 49% 34% 17%

Silent Generation 40% 31% 29%

Not at all Somewhat well Very well

50 | Corus In general, how confident do you feel when using each of the following?

32%

44% 45%

Very confident Somewhat confident 45% Not too confident Not at all confident

45% 44%

18%

9% 9% 2% 3% 4% Computers Smartphones Other WiFi-connected devices and systems

51 | Corus To what extent do you agree with the following statements about life 10 years from now?

12% 19% 25% 26% 23% 24%

41%

54% 56% 49% Strongly agree 54% 59% Somewhat agree Somewhat disagree Strongly disagree 38%

21% 20% 13% 16% 11% 9% 7% 4% 6% 5% 7% I expect my life will be more It will be much easier to Instead of buying individual Connected devices will be The average price of Instead of a smartphone I connected to technology connect to different connected products for my much more durable and connected products will drop will be using a different than it is today technologies than it is today home, people will buy an all- reliable significantly device or method to inclusive bundle of devices accomplish the same things

52 | Corus In general, do you think internet-connected consumer technologies have made life BETTER (e.g. more convenient, entertaining, economical, informed and safe) or WORSE (e.g. more hectic, frustrating, distracting, expensive, and vulnerable)?

Made life worse, 9%

Unsure, 32%

Made life better, 58%

53 | Corus Imagine the following numbers represent a “ladder of life,” where the top rung represents the best possible life for you and the bottom rung represents the worst possible life for you. Which rung of the ladder do you currently stand on?

10 4%

9 6%

8 20%

7 25%

6 18%

5 12%

4 5%

3 5%

2 3%

1 1%

0% 10% 20% 30%

54 | Corus Contents

55 | Corus Have you experienced any of the following forms of data theft? (Select all that apply.)

80%

72% 70%

60%

50%

40%

30%

20% 15%

10% 7% 7% 4% 5% 2% 3% 0% Fraudulent charges on Compromised Email account taken Loan or line of credit Social media account Tax refund taken out in Personal photos stolen None of the above my credit or debit card government ID number over without permission taken out in your name taken over without your name without your without your knowledge permission knowledge

56 | Corus When thinking about the apps that are on your smartphone and the devices you connect to it, how confident would you be in making each of the following statements?

10% 10% 12% 12% 10% 10% 12% 13% 18%

31% 33% 42% 39% 38% 40% 48% 45% 49%

Very confident Somewhat confident 40% 37% Not too confident 31% Not at all confident 34% 35% 36% 27% 27% 23%

20% 20% 18% 14% 14% 14% 15% 10% 13%

I know what I know what data is I know what data is I know what data is I know how the data I know who the data I trust that the data I trust Google to I trust Apple to keep permissions I’ve collected about me collected about my collected about my that’s gathered about that’s gathered about that’s gathered about keep malicious apps malicious apps off its granted to the apps personally smartphone and app device me is used me is shared me is protected from off its app store App Store on my phone usage misuse (known as Google Play)

57 | Corus How do you keep track of the passwords you use online? (Select all that apply.)

60%

53%

50%

40%

30% 25% 22%

20%

14%

10% 7%

0% Memorize them Write them down on a piece of paper Save them in a note or file on your Use a password management program Other computer or mobile device

58 | Corus Do you think it’s acceptable for internet companies to use the data they collect about you online in the following ways?

7% 7% 7% 11% 16% 14% 21% 19% 19%

23% 22% 22%

32%

41% 47% 46% 48%

57% Acceptable It depends Unacceptable 70% 71% 71%

57% 46% 37% 35% 33% 21%

Recommend events Recommend Show you targeted Show you targeted Offer you a different Sell your information Sell your information Sell your information Share your in your area someone you might ads for products or political messages or price than other to pharmaceutical to insurance to credit card information with law want to know, or services campaign people for the same companies companies companies and enforcement connect with advertisements product or service banks agencies

59 | Corus How confident are you that the following entities can protect your data?

8% 7% 7% 8% 12% 10% 12% 12% 12% 12% 13% 15% 20%

25% 35% 39% 36% 40% 44% 43% 47% 46% 47% 45% 49% 49% 32% Very confident Somewhat confident Not too confident 41% 37% 40% 35% Not at all confident 27% 29% 29% 28% 30% 29% 24% 21% 35%

17% 17% 17% 14% 14% 17% 15% 17% 12% 12% 11% 10%

Apple Google Amazon Facebook Microsoft Credit card Credit Hospitals Wireless Banks Retailers Government Insurance companies reporting and other cellular companies bureaus healthcare carriers providers

60 | Corus On balance, which of the following statements do you agree more with?

55% 58% 62%

76% 76%

45% 42% 38%

24% 24%

Silent Generation Baby Boomers Generation X Millennials Generation Z The government should be able to access encrypted communications when investigating crimes. Technology companies should be able to use encryption technology that is unbreakable, even to law enforcement.

61 | Corus Contents

62 | Corus How interested are you in automating the following parts of your life?

Care provided to children or dependents 58% 27% 14%

Grocery shopping 41% 40% 19%

Daily personal scheduling 48% 38% 15%

Home electronics maintenance 37% 47% 16%

Personal health monitoring 35% 45% 20%

Health records keeping 38% 46% 17%

Home security 30% 46% 24%

Driving to work or for regular errands 54% 31% 14%

Energy use 26% 49% 25%

Housecleaning 38% 40% 21%

Maintenance of home appliances or systems (like HVAC) 44% 42% 13%

Not interested Somewhat interested Very interested

63 | Corus How enthusiastic or worried are you by the following potential developments in computer automation?

Development of commercial passenger planes that fly without pilots 37% 23% 21% 14% 5%

Development of robot caregivers for older adults 24% 25% 24% 20% 7%

Development of driverless vehicles 24% 26% 22% 18% 10%

Development of algorithms that can evaluate and hire job candidates 17% 30% 34% 14% 5%

A future where robots and computers can do many human jobs 17% 34% 25% 19% 4%

Very worried Somewhat worried I don't know Somewhat enthusiastic Very enthusiastic

64 | Corus In the next 10 years, do you think developments in technology will decrease or increase your own opportunities for career advancement?

Increase 22%

I don't know 19%

No impact 41%

Decrease 17%

0% 10% 20% 30% 40% 50%

65 | Corus How much have you seen or heard about artificial intelligence (AI)?

Generation Z 6% 59% 35%

Millennials 12% 53% 35%

Generation X 12% 69% 20%

Baby Boomers 18% 73% 9%

Silent Generation 18% 80% 2%

Nothing at all A little A lot

66 | Corus Do you believe artificial intelligence will have a mostly positive or mostly negative impact on how people work and live in the next 10 years?

Generation Z 18% 30% 52%

Millennials 22% 33% 45%

Generation X 25% 42% 32%

Baby Boomers 28% 42% 30%

Silent Generation 24% 49% 27%

Mostly negative I don't know Mostly positive

67 | Corus In thinking about the number of jobs in your country, over the next 10 years do you believe an increase in the use of artificial intelligence will…

Create more jobs than AI eliminates, 12%

Eliminate more jobs than AI creates, 47%

Have a neutral impact on the number of jobs, 41%

68 | Corus How likely do you think the following scenarios are in the next 10 years?

Most households will own one or more robot for routine tasks around the home, such as cleaning 10% 37% 43% 10% windows, mowing the lawn, and clearing snow New clothing will no longer need to be tried on – instead, by taking 360-degree photographs of the 12% 40% 38% 10% buyer it will be custom-sized and fitted Many chronic health conditions will be managed by small, implantable sensors that can provide 8% 34% 48% 9% continuous monitoring and alerts Many homes will have small microphones installed throughout, so that things like lighting can be 8% 29% 51% 13% voice controlled in every room

Blockchain currencies (such as Bitcoin) will be widely accepted as a means of payment 14% 40% 37% 9%

People will create many products they buy using 3D printers 7% 35% 46% 12%

Many households will own a “robotic kitchen arm” to help prepare meals and wash dishes 16% 46% 31% 7%

New cars and trucks will self-diagnose their own repair and maintenance needs 6% 25% 57% 12%

Most deliveries in cities will be made by robots or drones instead of humans 7% 36% 45% 11%

Most stores will be fully automatic and involve little human interaction 10% 38% 43% 9%

Doctors will use computer programs to diagnose and treat most diseases 4% 24% 57% 15%

Most new homes being built won’t need to draw power from an electrical grid because they produce 6% 31% 50% 12% solar energy and are highly efficient New home appliances and systems (like air conditioning) will be able to self-diagnose their own 6% 27% 55% 12% repair and maintenance needs

69 | Corus Definitely won’t happen Probably won’t happen Probably will happen Definitely will happen Contents

70 | Corus Which of the following internet-streaming media services does your household subscribe to (or did you previously subscribe to)?

Amazon Prime Video 44% 19% 38%

Netflix 41% 15% 43%

iTunes/Apple Music 69% 18% 13%

Spotify 62% 15% 23%

Now TV (on demand rather than streaming) 72% 17% 12%

Deeza (Music) 86% 9% 4%

Hulu 90% 6% 4%

Sky 43% 24% 33%

Virgin Media 65% 16% 19%

BT Vision/Sport 74% 12% 13%

BBC iPlayer (part of the TV license) 31% 10% 59%

4 on Demand (not paid) 43% 8% 49%

ITV Player (not paid) 36% 9% 55%

My5 (not paid) 51% 9% 40%

Other 81% 8% 11%

Never subscribed Formerly subscribed Currently subscribe 71 | Corus In March, Disney plans to launch their own streaming service called Disney+. It will offer new programming in addition to family-friendly films from the catalogs of Disney, Pixar, Star Wars, and Marvel. How likely are you to try Disney+?

40% 36%

30%

23%

20% 20%

13%

10% 8%

0% Definitely won't try this service Unlikely to try this service May or may not try this service Likely to try this service Definitely will try this service

72 | Corus Imagine you came across a new streaming video service that you might be interested in watching. What’s the MOST you would pay to try it out for one month – and if you liked what you saw, that you would continue paying each month you kept the subscription going (assuming you could cancel anytime)?

40%

30% 30% 27% 26%

20%

10% 7%

4% 3% 2% 0% 1% 0% £0 £5 £10 £15 £20 £25 £50 £75 £100 or more

73 | Corus Contents

74 | Corus If an elderly loved one in declining health had to enter a managed care facility, would you instead advocate for a connected health (telehealth) service that allowed them to stay at home, assuming that was an option?

No, 15%

Yes, 44%

I don't know, 41%

75 | Corus In thinking about the challenges associated with providing quality healthcare, what do you think the primary goal of healthcare technology investments and innovation should be?

Reduce the need for care by finding new ways to educate and motivate healthy lifestyle choices 10%

Pioneer new drugs and treatments that can help people live longer 8%

Make the healthcare system more efficient and reduce costs 24%

Improve healthcare delivery processes, including better patient coordination and follow-up 17%

Improve access to care among the underserved 12%

Develop new ways of helping people live independently for longer 29%

0% 10% 20% 30%

76 | Corus Imagine a future in which the primary caregiver for many people is a fully autonomous robot. Would you be worried or enthusiastic about that development?

30% 27%

26%

23%

20%

16%

10% 8%

0% Very worried Somewhat worried Neutral or indifferent Somewhat enthusiastic Very enthusiastic

77 | Corus Do you use any smartphone-connected products for health or fitness purposes?

4% 15%

31%

50% 48%

Yes 96% No 85%

69%

50% 52%

Silent Generation Baby Boomers Generation X Millennials Generation Z

78 | Corus Contents

79 | Corus Do you currently have broadband home internet service?

No, 3%

Yes, 97%

80 | Corus Why don’t you have home internet? (Select all that apply.) [Among respondents who don’t currently have broadband home internet services]

50%

42%

40%

30% 27%

20% 18%

12%

10% 9% 6%

0% It’s not available in my area The service that’s available in It’s too expensive I use my smartphone to access I don’t need the internet at home Other my area is not fast enough the internet

81 | Corus How satisfied are you with the speed of your home internet? [Among respondents who currently have broadband home internet services]

50% 49%

43%

40%

30%

20%

10% 6%

0% Very unsatisfied Somewhat unsatisfied Somewhat satisfied Very satisfied

82 | Corus How comfortable would you be with the following scenarios?

Buying a car from Google or Apple 28% 35% 29% 9%

Buying WiFi-connected appliances and device for the home from your utility company 9% 24% 54% 14%

Buying home internet service from a traditional wireless cellphone carrier 5% 17% 60% 18%

Buying a smartphone from a broadband internet company 5% 16% 59% 20%

Very uncomfortable Somewhat uncomfortable Somewhat comfortable Very comfortable

83 | Corus