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Which of the following best describes your position within the organization?
Including you, how many people work at the organization?
Which of the following categories can your organization be classified under?
Please select the range that is closest to the approximate annual sales for your organization (in euros):
In which country is your main office located?
Does your organization have currently presence in Internet (e.g. Website)?
Strategic Aspects
International Markets
Please focus on your Internet operations in the Fair Trade sector.
Strongly Agree
Agree
Neutral
Disagree
Strongly Disagree
Before we started our primary Web site, some people in my organization had experience in international markets.
My organization knows how to market products in other countries.
Few people in my organization's primary Web site operations are knowledgeable about foreign markets.
Our e-commerce strategy considers differences between the home market and foreign markets.
We were successful in reaching customers out of our usual market.
Internal Organizational Culture
Again, please rate your agreement with each of the following statements.
Strongly Agree
Agree
Neutral
Disagree
Strongly Disagree
In dealing with competitors, our e-commerce approach is to respond to actions which competitors initiate.
In dealing with competitors, our e-commerce approach is to pursue an aggressive, competitive posture.
In general, our e-commerce top managers favor low-risk projects (i.e., projects with certain rates of return).
In general, our e-commerce top managers believe that bold, wide-ranging acts are necessary to achieve the firm’s objectives.
When confronted with decision-making situations involving uncertainty, our e-commerce approach is to adopt a cautious, wait-and-see posture.
This set of questions also considers your organization's internal culture. Please focus on your primary e-commerce operations.
Strongly Agree
Agree
Neutral
Disagree
Strongly Disagree
Satisfying our customers is our most important business objective.
We constantly communicate our commitment to serving customer needs.
We share information about our successful and unsuccessful experiences across all business functions.
Our strategy for competitive advantage is based on our understanding of customers’ needs.
We measure customer satisfaction frequently.
We have regular performance measures of customer service.
Data on customer satisfaction are disseminated at all levels in our e-commerce unit on a regular basis.
We find it difficult to change established procedures to cater to the needs of Internet customers.
We can easily change the manner in which we carry out tasks to fit the needs of e-commerce.
This organization will not aggressively pursue an e-commerce strategy that causes existing investments to lose value.
Strongly Agree
Agree
Neutral
Disagree
Strongly Disagree
We are willing to sacrifice sales from existing channels in order to improve sales on our primary Web site.
Operational Aspects
Supplier Relations
Considering the relationship with your most important supplier with which you are familiar, please indicate your level of agreement with each of the following statements.
Strongly Agree
Agree
Neutral
Disagree
Strongly Disagree
There is open communication between our e-commerce business and our most important supplier.
Our e-commerce business and our most important supplier share common objectives.
Our most important supplier makes it difficult for our e-commerce business to do its job.
Our most important supplier does not like many of the things our e-commerce business does.
The products we get from our most important supplier can also be purchased by end-users on our most important supplier’s Web site.
Our most important supplier does not offer products to end-users on their Web site.
There is an overlap in products offered to end-users on our Web site and our most important supplier’s Web site.
Purchasing Management
Please focus on your primary e-commerce operations in the Fair Trade industry. Please rate your agreement with each of the following statements.
Strongly Agree
Agree
Neutral
Disagree
Strongly Disagree
Products are consistently available in inventory.
The time between receiving and shipping orders is short.
Our organization relies on supplier drop shipments to consumers to satisfy online orders.
Our organization’s distribution system can handle the volume of online orders.
Online orders are filled from our existing inventory.
Our company relies heavily on backorders.
Customer Service
Please rate the following statements.
Strongly Agree
Agree
Neutral
Disagree
Strongly Disagree
Product return procedures are stated clearly on the on-line purchase agreement.
Customer’s inquiries are rapidly handled to the corresponding department or representative.
Privacy policy and security statement are clearly deployed on the web site.
Customer’s inquiries about product information, purchase and delivery are dealt with in a reasonable time.
Customer Behavioural Aspects
Customers
For the following please consider the market in which your organization competes online.
Strongly Agree
Agree
Neutral
Disagree
Strongly Disagree
Customers’ preferences change frequently.
Our customers rarely request new products.
Customer needs are becoming more predictable.
Customer loyalty is increasing.
Customer’s are satisfied with the on-line service we provide
On average, how many unique visitors does the primary e-commerce Web site receive each month?
Website Operations
This set of questions are general inquiries into your e-commerce operations.
How many people are employed for your Web site operations?
Yes
No
Don't know
Is your primary e-commerce Web site the result of a joint venture or partnership with another company?
Is your primary e-commerce Web site maintained by an outside firm?
How many marketing agreements does your organization have with search engines and portals for its primary e-commerce Web site?
Very Strong
Strong
Neutral
Weak
Very Weak
How would you rate the security of your website in terms of privacy, data protection and defense against threats?
How would you rate the extent to which an on-line visitor is able to customize its experience on your site?
How would you rate the reliability and availability of your web-site on a 7x24 basis?
How would your rate the navigation experience on your site?
How would you rate the speed at which your web pages load on a client device e.g. personal computer, PDA?
Which of the following best describes your organization's website?
How satisfied are you with the overall quality, look, feel, and functionality of your website?
How much would you estimate your organization spent in the past 2 years on the following web related activities?
Did not purchase
$1,500 to $5,000
$5,000 to $10,000
$10,000 to $25,000
$25,000 or more
Developing a Website
Web Hosting Services
Organization's Performance
Please indicate the extent to which your company's Web site has achieved the following outcomes relative to its original objectives for the most recent annual fiscal period.
Well above objectives
Above objectives
Met objectives
Below objectives
Well below objectives
Total sales
Profitability
Market share
Sales growth
Number of new customers
Customer service
Service Quality
For the following questions please consider your primary e-commerce Web site.
Very Strong
Strong
Neutral
Weak
Very Weak
How would you rate the level of quality associated with your brand name on the Internet?
How would you rate the level of favorability associated with your brand name on the Internet?
Please rate the level to which your Internet activities have contributed to improve your over all service quality.
In evaluating overall customer service experience, the quality of service received by customers is:
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