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%