Digital fatigue drives 45% of Canadians to search for downtime from internet-connected devices

Preference for growing centralized smart home ecosystem to help streamline services

  • One in five consumers are ready to change their broadband provider within the next year
  • 55% of people think they are paying too much for content they don’t watch
  • 46% say they have growing concerns about the privacy and security of personal information

TORONTO, August 11, 2021 / CNW / – The EY Decryption of the digital home survey finds that half of Canadians increasingly depend on the digital home as the pandemic leads to a significant increase in digital television and streaming needs and increasing demands for internet connectivity. This increase in online services from telecommunications, media and technology (TMT) providers is met with concerns about digital fatigue, with 45% of Canadians seeking downtime from internet-enabled devices.

55% of Canadian consumers think they are paying too much for media content because awareness of value prevails

“Whether it was adding entertainment services, increasing the speed of the Internet or adopting new health and education tools, Canadian consumers had their fill of online services early on. national lockdowns and are now starting to reassess products and services emerging from the pandemic to help mitigate digital. fatigue and minimize variable expenses ”, says Rohit Puri, Head of Telecommunications, Media and Technology at EY Canada. “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 problems, while innovating to deliver new whole-home solution services, have everything to win in the market. “

While most TMT organizations are heading towards reopening with considerable customer satisfaction to build on their momentum, one in five consumers are still willing to switch service providers within the next year or so. Price is a big factor, with 55% saying they pay too much for content they don’t watch and 48% believing their provider isn’t doing enough to make sure they don’t. benefit from the best value for money.

“So many smart devices compete for time, budget and technical support,” explains Stuart McEwen, Chief Transformation Officer of EY Canada’s TMT Business. “Providers who fill the education gap by offering clear advice on how to set up services and manage preferences can increase customer satisfaction. house can seize a huge opportunity. “

With 35% of respondents saying they prefer to get all of their connectivity and content needs from a single vendor, it’s no surprise that almost half of users favor a centralized smart home ecosystem. Beyond streamlining, they can help alleviate issues with password and payment structures, which consumers see as a growing concern. The survey reveals that 46% of respondents have been more concerned about the privacy and security of personal information since the start of the pandemic.

“In an age of increasing concern about privacy, it is essential that companies define appropriate data protection mechanisms and be transparent in order to build trust and deepen relationships in order to strengthen customer loyalty. in an ocean of competition, ”suggests Puri. “Delivering end-to-end customer experiences that enhance cybersecurity while enabling unified support and eliminating friction points across the multitude of smart devices will be essential to help combat fatigue and be a stepping stone to future success. . “

Find out more about consumer attitudes towards digital connectivity, technology and content consumption in the EY Decryption of the digital home survey.

About EY
EY is a global leader in the areas of assurance, taxation, strategy and transactions, and advisory services. The knowledge and quality services we provide help build confidence in capital markets and economies around the world. We develop exceptional leaders who team up to deliver on our promises to all of our stakeholders. In doing so, we play a vital role in building a better working world for our employees, customers and communities.

EY refers to the global organization and may refer to one or more of the member firms of Ernst & Young Global Limited, each of which is a separate legal entity. Ernst & Young Global Limited, a UK company limited by guarantee, does not provide services to clients. Information on how EY collects and uses personal data and a description of the rights of individuals under data protection law can be found at For more information about our organization, please visit Follow us on twitter @EYCanada.

This press release was issued by Ernst & Young LLP.

SOURCE EY (Ernst & Young)

About Charles D. Goolsby

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