Impact of Coronavirus on e-Commerce Survey
What is your job title?
Please Select
FOUNDER
CEO
Director of Marketing
CMO / VP
Marketing Manager or equivalent
Other
Where is your company based?
Please Select
North America
South America
UK
Europe
Africa
Asia
What is your company industry?
Please Select
Clothing
Pets
Food
Outdoor
Tech
Parenting & kids
Shopping
Other
How many employees do you have?
0 - 10
10 - 25
25 - 100
100 - 500
500+
Section 1: About the impact on your eCommerce Business
What impact has the coronavirus emergency had on your eCommerce business?
No impact – it’s business as usual
A minor impact – we’re calibrating a few things, but majority unaffected
A moderate impact – a significant portion affected, but other activities unaffected
A serious impact – very little (or nothing) is proceeding as previously planned
How is your eCom business budget affected?
It has increased
Remained the same
Reduced
Frozen
Don’t know yet
What impact do you expect COVID-19 will have on sales revenue from your existing/regular customers?
High: there has been, or will be, a significant/rapid downturn in revenue
Low/Temporary: business pretty much as usual (i.e. long-term contracts)
Too early to tell: we are monitoring
Are you changing the marketing methods, channels or messaging that you’re using a result of the coronavirus emergency?
With options to collab
We’ve done this
We’re considering this
We are not or have not considered this
(a) We’ve changed our messaging
1
2
3
4
(b) We’re targeting a different/new audience
5
6
7
8
(c) We’re launching new products/services offerings
9
10
11
12
(d) We’ve have changed our use of marketing channels
13
14
15
16
(e) We have invested in new marketing tech
17
18
19
20
(f) We have changed our use of agencies
21
22
23
24
(g) We’re pausing everything to understand the longer-term implications
25
26
27
28
If you operate a new customer acquisition programme, which applies:
Increasing effort/budget
Continuing as normal (performance is unchanged)
Programme has been paused/suspended
Under review (performance has reduced)
Undecided
Are you already, or do you have a plan to work with support teams dealing directly with customers to gather insight on customers current challenges/pain points?
There is a programme in place/we are already supporting
We are working on a plan
No planned activity
How challenging are support teams dealing directly with customers finding it to engage/have a dialogue with existing customers at the current time?
No challenges/business as usual
Some challenges with a few accounts
It is difficult with most accounts
Very challenging on all accounts
Don’t know
Section 2: About your business/team working pattern changes
Prior to the coronavirus emergency, to what extent did the members of your business work from home (or other places outside the office)?
No challenges/business as usual
Some challenges with a few accounts
It is difficult with most accounts
Very challenging on all accounts
Don’t know
How efficient would you say your business communication and management processes are?
They are really robust and effective
They are pretty good – we can always refine further
They need lots more work
To what extent are the competencies of your inventory management teams aligned with the requirements of products under lock-down?
Completely aligned – we have all the supplies as we manufacturer ourselves
Mostly aligned – we have a good inventory base, but will have to find up on some new partners
Partly aligned – we are constantly finding new partners to keep our inventory stocked
Barely aligned – we’re going to struggle to feed our inventory
I have no idea
To what extent are you seeking to proactively help your business employees develop their skills in response to this dramatic change in the working environment?
I’m proactively looking at measures to develop skills and competencies
Individual members of the team are being encouraged to proactively diagnose their own skills deficiencies, where appropriate
We’re not encouraging requests or training etc. at this time
We don’t have a formal policy for this right now
Which departnertment of your business has been most affected due to the crisis?
Development
Marketing
Inventory / Supply Management
Delivery Management
Other
Did your business have a crisis management plan in place?
Yes, and it was very effective in this instance
Yes, but and it was partially effective in this instance
Yes, but it wasn’t effective at all in this instance
No, we had no crisis management plan
How would you rate your firm’s response to Coronavirus in terms of speed and effectiveness on a scale from 1 to 10? (1 being the slowest and least effective)
Least
1
2
3
4
5
6
7
8
9
Best
10
1 is Least, 10 is Best
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