Scribd
Upload
131 views3 pages

PDF Questionnaire For Business Users of Online Platforms

1) This document contains a questionnaire for business users of online platforms to understand their experiences. 2) The questionnaire has 29 questions and will take 10-15 minutes to complete. Not all respondents will receive all questions due to routing based on previous answers. 3) The first questions ask which online platforms the business uses for e-commerce, apps, communication, and advertising. Subsequent questions ask about issues experienced on the most important platform.

Uploaded by

Ria
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
131 views3 pages

PDF Questionnaire For Business Users of Online Platforms

1) This document contains a questionnaire for business users of online platforms to understand their experiences. 2) The questionnaire has 29 questions and will take 10-15 minutes to complete. Not all respondents will receive all questions due to routing based on previous answers. 3) The first questions ask which online platforms the business uses for e-commerce, apps, communication, and advertising. Subsequent questions ask about issues experienced on the most important platform.

Uploaded by

Ria
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
You are on page 1/ 3

Introduction: Answering the questionnaire should take 10-15 minutes.

For most of the questions,


the respondent only needs to tick a box to answer (see example: Questions 12 and 13). Almost all
questions also provide the possibility of an open answer. Many questions allow multiple choices. As
many of the listed answer categories are quite extensive, the answer categories have been
excluded from this document.

Due to the routing, not all respondents will have to answer all questions. The questions the
respondent gets depend on the answers given to previous questions. For example, the respondent
will get Question 13 only if he/she answers “Disagree” or “Strongly disagree” with regard to “The
contractual terms, conditions and related practices of the platform are fair.” in Question 12. To
ensure readability of the document, only the major routing decisions have been included.

Questionnaire for business users of online platforms

1. What is the name of your company ?

2. Which online platforms does your company use for e-commerce?

3. Which online platforms does your company use for for selling/providing access to apps?

4. Which online platforms does your company use for communication with customers, other
businesses, employees, general public via social networks or social media?

5. Which online platforms does your company use for serving and/or receiving online
advertising?

6. Are there other purposes for which you use online platforms? (other purposes than e-
commerce, selling/providing access to apps, communication, serving/receiving online
advertising)

Question 7 is only applicable to respondents that have answered positively on question 6.

7. Which online platforms do you use for these purposes? (other purposes than e-commerce,
selling/providing access to apps, communication, serving/receiving online advertising)

Question 8 onwards are only applicable to business users active on platforms for e-
commerce, apps, communication and advertising; Q2-5)

8. Please provide an approximate estimate of how much of your turnover is generated via
online platforms.

9. Among the chosen platforms, what are the three most important platforms for your
business? Please choose only 3 most important platforms from the selected above.

10. The main goal of this questionnaire is to find out about your experience in doing business
with online platforms. The rest of the questions will refer only to one of the selected
important platforms. Please choose a platform that you experience the most business-to-
business related issues on.

11. How important is the platform for your business?

12. To what extent do you agree or disagree with the following statements?

1
Strongly Agree I don't Disagree Strongly No
agree agree or disagree opinion
disagree

1 It is easy for me get help and      


guidance regarding issues
encountered in my experience with
the platform.

2 The contractual terms, conditions and      


related practices of the platform are
clear to me.

3 I negotiated or tailored contractual      


terms and conditions to my needs
with the platform

4 The contractual terms, conditions and      


related practices of the platform are
fair.

Question 13 is only available for respondents that responded to question 12-4 with
‘Disagree’ or ‘Strongly disagree’.

13. If you disagree with the statement that the contractual terms, conditions and related
practices of the platform are fair, why do you think so?

 No possibility to negotiate or amend the terms and conditions


 Possibility of one-sided changes to the pricing and/or other terms and conditions by the
platform
 Unfair pricing (e.g. non-transparent pricing, distribution of revenues)
 Limitation of payment possibilities
 Limited access to dispute resolution
 Language difficulties (e.g. difficult language, unclear language, terms and conditions are only
available in foreign language)
 Limitations on access and/or use of customer data
 Limitations on portability of data
 Biased on non-transparent search practices
 Termination policy
 No particular reason
 Other, please specify

14. In the course of your business relationship with the platform, has your company ever
experienced any problems or disagreements?

2
Question 15 to 23 are only available is the specific condition(s), as indicated at the
beginning of these questions, have been met.

15. If your company has experienced problems or disagreements, what was the cause of
them?

16. If you have experienced problems or disagreements with the online platform, what steps
have you taken to resolve or remedy them?

17. If you have used dispute resolution mechanisms, please specify which other dispute
resolution mechanisms you have used.

18. If you took steps to resolve problems or disagreements with the online platform, what was
the result of the proceedings used?

19. If your problem was resolved with difficulties, what type of difficulties did you encounter?

20. If you quit or reduced your relationship with the online platform, what were the main
reasons for that?

21. If you took no steps to resolve problems or disagreements with the online platforms, what
were the main reasons for it?

22. How would you characterise changes in the terms, conditions and related practices
regarding the issues below that occurred over the duration of your online business
experience?

23. Please indicate how experienced problems or disagreements with the platform XX
impacted the following activities of your company in the last 3 years (2013 – 2016).

Background questions:

24. What is the number of employees in your company?

25. In which Member State of the European Union is your company established?

26. In which country/countries of the European Union is your company active via the platform?

27. What is your job function?

28. What is the size of turnover (estimate) of your business made in 2015?

29. What is the sector of your company?

30. Would you agree to be contacted in the following months by Ecorys or the European
Commission for a short interview by telephone (c. 15- 30 minutes) to talk in more detail
about your experiences with online platforms?

You might also like