Appendix A

Appendix A

SBDC Survey

11/12/98

Version 3.0

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Hello, my name is _____________________ and I’m calling from Action Research in South Burlington, Vermont, and we are conducting a survey regarding business use on the Internet. This is not a sales call of any type; it is research for the State of Vermont. May I speak with the person at your business who would be most familiar with your Internet sales?

Restate opening when connected with appropriate person. If not, find out a time to call or reschedule. Make a note for other interviewers when to call.

A) Does your business use the Internet to sell its products or services? This refers to actual sales and not advertising.
Yes No [Terminate] DK/Refused [Terminate]

B) Is your business solely located on the Internet, meaning, no actual store or warehouse?
Yes No DK / Refused

1a) Who or what business hosts your company’s web site? [Read options IF NECESSARY]
We do it ourselves Together.net AOL/Compuserve Waitsfield Telecom Sovernet Adelphia Green Mountain Access Quest Computer Systems Other (specify) _____________________________ DK/Refused

1b) Do you have a staff member on-site who updates and makes changes to the web site on a day-to-day basis?
Yes [Go to Q1c] No [Go to Q1c] Refused [Go to Q2] Don’t Know [Go to Q2]

1c) Who makes the day to day changes to your web site or conducts the maintenance?
[Name of business/consultant or title of internal employee] _________________________________________________________________________

2) What is your typical or average monthly bill for that web site hosting? [Read options]
Less than $50 $50 to $100 $101 to $200 $201 to $300 $301 to $500 $501 to $700 More than $700 Refused Don’t Know

3) What were the three main factors that affected your decision in your choice of where to host your web site? [Read options IF NECESSARY]

1st_______ 2nd_______ 3rd_______

Price
Range of options
Customer service/support
Reliability
Reputation
Location (local service)
Other (specify) ____________________________
Refused
Don’t Know

4) Using a scale of 1 to 5, with 1 being Poor and 5 being Excellent, how would you rate the service of your current web site host? ________ ( 98 FOR REFUSED / 99 FOR DON’T KNOW )
*The remaining 19 respondents stated Don’t Know or refused to answer.

5) How many years have you had a web site on which you sell your products or services? ________ ( 98 FOR REFUSED / 99 FOR DON’T KNOW )
*The remaining 4 respondents stated Don’t Know or or refused to answer.

6) Approximately how many visitors each month do you get at your web site? _________ ( 98 FOR REFUSED / 99 FOR DON’T KNOW )
*The remaining 178 respondents stated Don’t Know or refused to answer.

7) Of your web site visitors each month, approximately what percentage of them purchase a product or service? _____ ( 98 FOR REFUSED / 99 FOR DON’T KNOW )

8) Of your web site visitors each month, what percentage of them that purchase a product or service are repeat customers? ______ ( 98 FOR REFUSED / 99 FOR DON’T KNOW )

9a) Has the web site increased your business’ overall sales?
Yes[Go to Q9b] No[Go to Q10] Refused[Go to Q10] Don’t Know[Go to Q10]

9b) What percentage increase has the web site provided in your business’ overall gross sales? ______ (98 FOR REFUSED / 99 FOR DON’T KNOW)

10) What percentage increase in sales has your web site provided in terms of the following customer groups: (USE 98 FOR REFUSED / USE 99 FOR DK)
Vermont customer market_______ New England customer market_______ National customer market_______ International customer market_______

11) Considering your overall yearly gross sales, what percentage is from sales on the web site? ______ ( 98 FOR REFUSED / 99 FOR DON’T KNOW )

12) Are there any markets that your web site has allowed you to tap that you couldn’t reach previously?
Yes[Go to Q13] No[Go to Q14] DK/Refused[Go to Q14]

13) What would those markets be?

_______________________________________________________________________________

14) Who makes the final decision at your business about expanding the use of the Internet for your company’s sales? [Read options]
Owner/President Vice-President Director of Marketing Office Manager Sales staff Director of Telecommunications Other (specify) __________________________ Refused Don’t Know

15) On a scale of 1 to 5, with 1 being Poor and 5 being Excellent, how would you rate management’s support for use of the Internet for increasing sales? ______ ( 98 FOR REFUSED / 99 FOR DON’T KNOW )

16) Thinking in terms of your competitors, would you say that the web site has increased your competitiveness Greatly, Somewhat, A Little, or Not At All?
Greatly increased Somewhat increased A little increase No increase at all Refused Don’t Know

17) Has the sale of your products or services on the Internet led to expansion of your business operations?
Yes No Refused Don’t Know

18a) Has the sale of your products or services on the Internet allowed you to hire more employees?
Yes[Go to Q18b] No[Go to Q19a] Refused[Go to Q19a] Don’t Know[Go to Q19a]

18b) How many more full-time staff do you think you have hired because of your Internet sales? __________ (98 FOR REFUSED / 99 FOR DON’T KNOW)

18c) How many more part-time or temporary staff do you think you have hired because of your Internet sales? __________ ( 98 FOR REFUSED / 99 FOR DON’T KNOW )

19a) Do you expect your Internet sales to increase, decrease, or stay the same over the next 12 months?
Increase Decrease Stay about the same Refused Don’t Know

19b) Do you think your company needs to invest more or less time in developing your Internet sales program?
Invest more time Invest less time No change Refused Don’t Know

20a) Is there the proper technology in Vermont for you to effectively conduct business on the Internet?
Yes[Go to Q21a] No[Go to Q20b] DK/Refused[Go to Q21a]

20b) What is lacking in terms of technology in Vermont? ________________________________________________________

21a) Do you advertise your ability to sell products or services on the Internet?
Yes[Go to Q21b] No[Go to Q22] Refused[Go to Q22] Don’t Know[Go to Q22]

21b) What methods of advertising do you use to promote the fact that you have a web page? [DO NOT READ]
TV Radio Newspaper Magazines Newsletters/Flyers Internet Catalogs (includes direct mail) No method at all Other (specify) ___________________________ Refused Don’t Know

22) Do you think there is public resistance to buying your products or services on the Internet?
Yes No Refused Don’t Know

23) Is your web site a secure site for financial transactions?
Yes No Doesn’t Apply (to our business) Refused Don’t Know

24) What are the three main issues you think are the biggest obstacles to the public buying your products or services on the Internet?[DO NOT READ]

1st_______ 2nd_______ 3rd_______

Lack of knowledge
Fear of stolen credit card number
Lack of human contact
Internet too slow
Can’t see/try the product
Don’t have computer/modem
Other (specify) __________________________
Refused
Don’t Know

25) What do you think is the one biggest selling point of the Internet to your potential customers? [DO NOT READ]
Convenience Speed of delivery Low cost Immediate access Information availability Other (specify) _______________________________________________ Refused Don’t Know

26a) If you could change one thing about conducting business on the Internet, what would that be?
___________________________________________________________________

26b) Is there anything that the state government could do to help promote or assist your company in conducting business on the Internet?
____________________________________________________________________

27a) Did your business need a loan from a bank to develop and start your Internet sales program?
Yes[Go to Q27b) No[Go to Q28a] Refused[Go to Q28a] Don’t Know[Go to Q28a]

27b) In your opinion, was the bank Very Willing, Somewhat Willing, Somewhat Reluctant, or Very Reluctant to provide a loan for the program?
Very Reluctant Somewhat Relucant Neither Reluctant or Willing Somewhat Willing Very Willing Refused Don’t Know

28a) How did your business learn about using the Internet as a source for business sales? [Read options]
Computer consultant Trade magazine Newspaper article TV/Radio program Internal staff member Professional trade show/event Other (specify) ________________________________ Refused Don’t Know

28b) Do you take advantage of any training programs that help your business better utilize the Internet for your sales?
Yes[Go to Q28c] No[Go to Q28d] Refused[Go to Q29a] Don’t Know[Go to Q29a]

28c) What training programs are they?
____________________________________________________________________________

28d) Why not? [Read options]
Too expensive Not aware of any None available in region Don’t see the need Lack the time to attend Other (specify) ________________________________ Refused Don’t Know

29) On a scale of 1 to 10, with 1 being the worst and 10 being the best, how would you rate the following:[USE 98 FOR REFUSED; USE 99 FOR DON’T KNOW]
Web-based tutorials______ Printed Web literature______ Internet classes/workshops______ In-house Internet/Web staff______

30a) My last few questions are for demographic purposes only. Which of the following best describes your facility’s location? [Read options]
Large shopping mall Strip mall Office building Multi-building complex Single establishment Enterprise zone Home office/business Other (specify) ____________________________ DK/Refused

30b) Which of the following best describes your business operation? [Read options]
Agricultural Services Mining Construction Manufacturing Transportation/Distribution Retail Sales Finance, Insurance, or Real Estate Services (hotel, cosmetic, consulting, etc.) Other (specify) ____________________________ DK/Refused

31) What is your number one selling product or service that you sell on the Internet?
_________________________________________________________________________

Top Selling Items (by category)
Tourism 60 Computer consulting (and web site services) 48 Manufacturing/tools/equipment 38 Printing/books 36 Consulting (non-computer) 36 Retail sales (assorted products) 34 Computer hardware/software 20 Furniture/accessories 19 Food1 7 Clothing 16 Transportation/distribution 16 Music/instruments 14 Realtors/property 13 Videos/photography 11 Art 11	Sports equipment and rentals 11 Architecture/construction services 9 Advertising/Marketing services 7 Toys 6 Medical products 5 Legal services 3 Animals/pets 2 Communication services (non-Internet) 2 Educational services (non-Internet) 2 Used goods 1 Don’t Know or Refused 17

32) Is your main office or headquarters in Vermont?
Yes No Refused Don’t Know

33) Which county are you located in?
Grand Isle Orange Franklin Windsor Orleans Rutland Essex Bennington Caledonia1 Windham Lamoille1 Chittenden Washington Refused Addison

34) How many years has your business been operational in Vermont? __________ ( 98 FOR REFUSED / 99 FOR DON’T KNOW )
*The remaining 11 respondents stated Don’t Know or refused to answer.

35) What were your overall gross sales for the last fiscal year? __________ ( 98 FOR REFUSED / 99 FOR DON’T KNOW )
*The remaining 227 respondents stated Don’t Know or refused to answer.

36) How many full-time employees does your business have? ________ ( 98 FOR REFUSED / 99 FOR DON’T KNOW )

37) How many part-time or temporary employees does your business have? ________ ( 98 FOR REFUSED / 99 FOR DON’T KNOW )

38) Your job title? _____________________________________________________

39) Your name? _______________________________________________________

40) Your company name? ______________________________________________

Thank and End

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