During the last few years, how has the Internet affected your business?

• Positively, it’s helped to increase sales or our customer base – 89.7%

• Negatively, we’ve lost customers or adjusted prices to compete – 3.4%

• Unsure – 6.9%

As a result of disruption caused by the Internet, have you changed the way your company does business?

• Yes – 48.3%

• No – 44.8%

• Currently under consideration – 6.9%

Within your industry, do you think e-commerce has made it more or less difficult to turn a profit?

• More – 34.5%

• Less – 44.8%

• About the same – 20.7%

In light of this, what’s the best way to maintain customer loyalty?

• By focusing on customer service – 24.1%

• By focusing on quality – 10.3%

• By focusing on price – 0%

• By improving all three – 65.5%