Survey of Digital Technology and Internet Use - 2019

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INFORMATION FOR RESPONDENTS

Purpose

The purpose of the 2019 Survey of Digital Technology and Internet Use (SDTIU) is to measure the impact of digital technologies, including the Internet and specific information and communication technologies (ICTs), on the operations of Canadian enterprises.

Additional information

Your information may also be used by Statistics Canada for other statistical and research purposes.

Authority

Data are collected under the authority of the Statistics Act, Revised Statutes of Canada, 1985, Chapter S-19.

Confidentiality

By law, Statistics Canada is prohibited from releasing any information it collects that could identify any person, business, or organization, unless consent has been given by the respondent, or as permitted by the Statistics Act. Statistics Canada will use the information from this survey for statistical purposes only.

Data-sharing agreements

To reduce respondent burden, Statistics Canada has entered into data-sharing agreements with provincial and territorial statistical agencies and other government organizations, which have agreed to keep the data confidential and use them only for statistical purposes. Statistics Canada will only share data from this survey with those organizations that have demonstrated a requirement to use the data.

Section 11 of the Statistics Act provides for the sharing of information with provincial and territorial statistical agencies that meet certain conditions. These agencies must have the legislative authority to collect the same information, on a mandatory basis, and the legislation must provide substantially the same provisions for confidentiality and penalties for disclosure of confidential information as the Statistics Act. Because these agencies have the legal authority to compel businesses to provide the same information, consent is not requested and businesses may not object to the sharing of the data.

For this survey, there are Section 11 agreements with the provincial and territorial statistical agencies of Newfoundland and Labrador, Nova Scotia, New Brunswick, Quebec, Ontario, Manitoba, Saskatchewan, Alberta, British Columbia and the Yukon.

The shared data will be limited to information pertaining to business establishments located within the jurisdiction of the respective province or territory.

Section 12 of the Statistics Act provides for the sharing of information with federal, provincial or territorial government organizations. Under Section 12, you may refuse to share your information with any of these organizations by writing a letter of objection to the Chief Statistician, specifying the organizations with which you do not want Statistics Canada to share your data and mailing it to the following address:

Chief Statistician of Canada
Statistics Canada
Attention of Director, Investment, Science and Technology Division
150 Tunney's Pasture Driveway
Ottawa, ON
K1A 0T6

You may also contact us by e-mail at STATCAN.infostats-infostats.STATCAN@canada.ca.

For this survey, there are Section 12 agreements with the statistical agencies of Prince Edward Island, Northwest Territories and Nunavut.

For agreements with provincial and territorial government organizations, the shared data will be limited to information pertaining to business establishments located within the jurisdiction of the respective province or territory.

Record linkage

To enhance the data from this survey and to reduce the response burden, Statistics Canada may combine the information you provide with data from other surveys or administrative sources.

Reporting instructions

For this questionnaire:

Please complete this questionnaire for the operations of your entire enterprise in Canada only.

- Report dollar amounts in Canadian dollars.
- Report dollar amounts rounded to the nearest dollar.
- If precise figures are not available or the year is not yet complete, please provide your best estimate.
- Enter "0" if there is no value to report.
- This questionnaire should be completed by the information technology (IT) manager of this enterprise or the person most familiar with the digital technologies this enterprise uses. While we ask that IT managers complete the survey, it is highly recommended that other specialists within the enterprise (including relevant third-party service providers) are consulted, if required, to ensure the accuracy of the data.

Printing your completed questionnaire:

You can print this questionnaire once you have completed and submitted it.

Business characteristics

Business characteristics - Question identifier:1

What was the average number of full-time employees of this business in 2019?
Full-time employment consists of persons who usually work 30 hours or more per week. Exclude temporary employees; e.g., seasonal, term, contract or casual.

Select the appropriate range.

Help text

Full-time employee:
Full-time employment consists of persons who usually work 30 hours or more per week. It excludes temporary employment; e.g., seasonal, term, contract or casual. Full-time employment is in contrast to part-time employment, which consists of persons who usually work less than 30 hours per week.

1: 0 to 4
2: 5 to 9
3: 10 to 19
4: 20 to 49
5: 50 to 99
6: 100 to 249
7: 250 to 499
8: 500 or more

Internet connection

Internet connection - Question identifier:2

Which connection types does this business use to access the Internet?

Select all that apply.

Help text

Cable Internet:
Many Internet Service Providers (e.g., Rogers, Vidéotron, Shaw, Teksavvy) offer Internet services by cable. Coaxial cable that was traditionally used to provide television services can be upgraded to also facilitate Internet access. Over time, Internet by cable has become available in many (though not all) areas where cable television is available.

Dial-up through telephone line:
Dial-up is a method of connecting to the Internet using a traditional telephone line. A modem is required, and the bandwidth (or transmission speed) is limited to 64 kilobits per second (kbps).

Digital Subscriber Line (DSL):
High-speed Internet access over telephone lines. The service is many times faster than traditional dial-up Internet access. The technology consists of twisted copper pair that has been upgraded to offer the capacity to support Internet service. DSL may also be known as ADSL (Asymmetric DSL), and a fast version of the service is sometimes known as VDSL (Very-high-bitrate DSL). Another main difference between high-speed DSL packages and traditional dial-up services is that users' telephone lines remain available to receive or make telephone calls while connected to the Internet using high-speed DSL connections. (With dial-up Internet service, the telephone line is typically unavailable for phone calls, except in special cases where users pay a fee in order to have their dial-up Internet connection interrupted in order to receive calls whenever a telephone call comes in).

Fibre optic line:
An all-fibre line that connects the building to the Internet. Examples include T3 line, metro Ethernet, and other fibre-to-the-building connections.

Fixed wireless or a portable Wi-Fi hotspot:
Uses a fixed antenna or Wi-Fi hub device that plugs into an electrical outlet and is typically used at a particular location such as a home or office.

Does not include the use of a wireless router that distributes the Internet from another connection.

Mobile wireless:
Wireless services that can be used while in transit, both indoors and outdoors. Does not include the use of a wireless router that distributes the Internet from another connection. Examples include 3G, 4G and LTE connections for a smartphone and a laptop USB Internet-connection stick.

Municipal wireless:
A city wide wireless network, which is usually achieved by providing municipal broadband via Wi-Fi to large parts, or all of a municipal area. The typical deployment design uses hundreds of wireless access points positioned outdoors, often on poles. The operator of the network acts as a wireless Internet service provider.

Satellite Internet access:
Internet access provided through satellites. In other words, it is a telecommunications network provided by orbital communication stations. Signals from these satellites allow a user with a satellite dish to have a high speed Internet connection.

Wi-Fi:
A network allowing computers, smartphones and other devices to connect to the Internet and communicate with one another wirelessly within a particular area.

1: Fibre optic line
2: Cable Internet
3: Digital Subscriber Line (DSL) over a telephone line
4: Mobile wireless
5: Fixed wireless or a portable Wi-Fi hotspot
6: Satellite Internet access
7: Dial-up over a telephone line
8: Municipal wireless
9: Other
: OR
10: None
: OR
11: Don't know

Internet connection - Question identifier:3

For which of the following reasons did this business not use the Internet in 2019?

Select all that apply.

1: No need
2: Cost of service or equipment
3: Employees lack the skills, training or experience
4: Security or privacy concerns
5: Limited access to the Internet
6: No access to the Internet
7: Available service does not meet business needs
8: Other

Internet connection - Question identifier:4

Did Internet-related issues pose serious problems for this business's day-to-day operations in 2019? Include restrictions at all of this enterprise's business locations.

Help text

Download speed:
The rate at which a computer or other electronic device obtains data from a remote location, either through cables or a type of wireless connection.

Upload speed:
The rate that data are transferred from a user's computer to the Internet.

1: Yes
Which of the following Internet-related issues?
Select all that apply.
1. Speed of connection
2. Reliability of connection
3. High service cost
4. Data cap
5. Other
2: No
3: Don't know

Web presence

Web presence - Question identifier:5

Which of the following types of web presence does this business have?

Web presence refers to website, homepage, social media accounts and mobile app.
Exclude websites and apps that are used primarily for instant messaging; e.g., iMessage, WhatsApp, WeChat, Facebook Messenger.

Select all that apply.

Help text

Web presence:
Internet-based locations where information about a business can be found by external parties. Examples include a business's websites, social media accounts, mobile apps and their online advertising.

Website designed for optimized use on a mobile device:
A website for which content (navigation buttons, text, images, etc.) is automatically reformatted, from the format viewed on a computer, when accessed through a smartphone or tablet to offer features more appropriate for use on such devices and provide the user with a better experience.

Social media:
Applications based on Internet technology or communication platforms for connecting, creating and exchanging content online with customers, suppliers, partners, or within the business.

Businesses using social media are considered those that have a user profile, an account or a user license, depending on the requirement and the type of the social media.

App:
Software that can run on the Internet, mobile devices or computers. They are downloaded by a user and are designed to perform functions, activities or tasks to benefit the user.

Third-party website:
Websites that are not exclusively operated or controlled by the business entity, for which goods or services are being advertised or sold. In the tourism industry, examples of third-party websites are expedia.ca and travelocity.ca; these websites sell on behalf of businesses selling airline tickets, accommodation services, and car rental services.

Online marketplace:
An online version of a typical market, whereby products or services for sale are displayed for purchase or hire by individuals or businesses. The payment for goods or services obtained or sold may be received in person, following commitment to pay online, or through electronic means.

Banner ads:
A large advertisement on a website that stretches across the top, or down the side, of the window. It usually contains a link to the advertiser's website.

Targeted advertising:
A form of advertising whereby online advertisers can use sophisticated methods to target the most receptive audiences with certain traits, based on the product or person the advertiser is promoting.

Search Engine Optimization (SEO):
The process of maximizing the number of visitors to a particular website by ensuring that the site appears high on the list of results returned by a search engine.

1: Company website
Are any of this business's websites designed for optimized use on a mobile device?
1. Yes
2. No
3. Don't know
2: Company app
3: Social media account
4: Other third-party website, platform, app or online marketplace
5: Paid online advertising
6: Free online advertising
: OR
8: None

Web presence - Question identifier:6

For which of the following reasons does this business not have a web presence?
Web presence refers to website, homepage, social media accounts and mobile app.

Select all that apply.

Help text

Web presence:
Internet-based locations where information about a business can be found by external parties. Examples include a business's websites, social media accounts, mobile apps and their online advertising.

App:
Software that can run on the Internet, mobile devices or computers. They are downloaded by a user and are designed to perform functions, activities or tasks to benefit the user.

1: Not required given the nature of this business
2: Lack of customer demand
3: Set-up costs too high
4: Ongoing maintenance and updating costs too high
5: Lack of technical expertise to develop, maintain or use
6: Other

Web presence - Question identifier:7

Which of the following features do this business's websites offer?

Include websites that are operated by a third party on behalf of this business.

Select all that apply.

Help text

Blog:
A public website where users post informal journals of their thoughts, comments, and philosophies, often updated frequently and normally reflecting the views of the blog's creator. Blogs provide commentary or news on a particular subject, such as food, politics, or local news; some blogs function as personal on-line diaries. The term 'blogging' is used as an example of contributing content online.

Privacy Policy Statement:
A statement which discloses some or all of the ways a party gathers, uses and manages a customer or client's data. It fulfills a legal requirement to protect a customer or client's privacy.

Secure website:
A website that uses encryption and authentication standards to protect the confidentiality of web transactions.

Social media:
Applications based on Internet technology or communication platforms for connecting, creating and exchanging content online with customers, suppliers, partners, or within the business.

Businesses using social media are considered those that have a user profile, an account or a user license, depending on the requirement and the type of the social media.

1: Online purchases of goods or services
2: Links to social media or integrated with social media
3: Customized websites or information provided for repeat visitors
4: Tool for customers to customize or build their own product
5: Online booking
6: Media-rich content
7: Company or third-party blog
8: Privacy policy statement
9: Secure websites
10: Employee-oriented section
11: Customer-oriented section
12: Meets accessibility standards
: OR
13: None

Web presence - Question identifier:8

Which of the following types of social media does this business currently use?
Exclude websites and apps used for the following reasons:
- Primarily for instant messaging; e.g., iMessage, WhatsApp, WeChat, Facebook Messenger
- Solely for posting paid advertisements
- Solely for communicating with employees.

Select all that apply.

Help text

Social media:
Applications based on Internet technology or communication platforms for connecting, creating and exchanging content online with customers, suppliers, partners, or within the business.

Businesses using social media are considered those that have a user profile, an account or a user license, depending on the requirement and the type of the social media.

App:
Software that can run on the Internet, mobile devices or computers. They are downloaded by a user and are designed to perform functions, activities or tasks to benefit the user.

Blog:
A public website where users post informal journals of their thoughts, comments, and philosophies, often updated frequently and normally reflecting the views of the blog's creator. Blogs provide commentary or news on a particular subject, such as food, politics, or local news; some blogs function as personal on-line diaries. The term 'blogging' is used as an example of contributing content online.

Instant messaging app:
A common form of online communication whereby two or more persons exchange text to simulate a conversation. In addition to exchanging text, many instant messenger programs also allow users to share photos, or to display their Webcam.

Facebook Messenger and Google Chat are examples of instant messenger programs. BBM and iMessage are also considered instant messengers because they use Internet-based infrastructure.

Wiki-based knowledge sharing tools:
Websites that allow for the creation and editing of any number of interlinked web pages via a web browser using a simplified markup language or WYSIWYG text editor; e.g., community websites, corporate intranets, and knowledge management systems.

1: Social networking websites or apps
2: Multimedia content sharing website
3: Company blog or microblog
4: Wiki-based knowledge sharing tools
5: Other

Web presence - Question identifier:9

For which of the following reasons does this business have a social media account?

Exclude websites and apps used for the following reasons:
- Primarily for instant messaging; e.g., iMessage, WhatsApp, WeChat, Facebook Messenger
- Solely for posting paid advertisements
- Solely for communicating with employees.

Select all that apply.

1: Develop company image or market goods or services
2: Communicate with customers for the development or innovation of goods or services
3: Communicate with customers for other reasons
4: Collaborate with partners
5: Exchange views, opinions or knowledge within the business
6: Recruit employees
7: Other

Web presence - Question identifier:10

Which of the following types of paid online advertising did this business use in 2019?

Exclude free online advertising.

Select all that apply.

Help text

Social media:
Applications based on Internet technology or communication platforms for connecting, creating and exchanging content online with customers, suppliers, partners, or within the business.

Businesses using social media are considered those that have a user profile, an account or a user license, depending on the requirement and the type of the social media.

Pay per click:
A model of Internet advertising whereby a company that has placed an advertisement on a website pays a sum of money to the host website when a user clicks on the advertisement.

Influencer marketing:
A form of advertising in which focus is placed on influential people rather than the target market as a whole. It identifies the individuals that have influence over potential customers, and orients marketing activities around these influencers.

Banner ads:
A large advertisement on a website that stretches across the top, or down the side, of the window. It usually contains a link to the advertiser's website.

Targeted advertising:
A form of advertising whereby online advertisers can use sophisticated methods to target the most receptive audiences with certain traits, based on the product or person the advertiser is promoting.

Search Engine Optimization (SEO):
The process of maximizing the number of visitors to a particular website by ensuring that the site appears high on the list of results returned by a search engine.

Programmatic advertising:
Online display advertising purchased through automated bidding processes.

1: Pay per click
2: Social media ads
3: Influencer marketing
4: Banner ads
5: Interest-based advertising
6: Search engine optimization (SEO)
7: Programmatic advertising
8: Other

Use of federal government online services

Use of federal government online services - Question identifier:11

In 2019, which of the following activities did this business perform over the Internet to interact with the Canadian federal government?

Include interactions with the Canadian federal government that took place by company employees and third parties on behalf of this business; e.g., accounting company, lawyer, public relations firm. Exclude interactions with local and provincial levels of government.

Select all that apply.

Help text

Request for proposal (RFP):
A document that solicits a proposal, made through a bidding process. Depending on factors, such as the type of work being sought or the value of the goods being requested, different terms are used to ask bidders to show interest in a specific business opportunity. Some of the most common types of invitations or advertisements are a call for tender, an invitation to bid, a request for proposal, a request for tender and a request for quotation.

1: Download documents or forms
2: Register or change a business name, number or tax account
3: Apply for or renew business permits or license
4: Apply for grants, subsidies, benefits, or government-provided insurance
5: Tax declaration
6: Other online payments to government organizations
7: Obtain data
8: File a patent or other intellectual property application
9: Submission linked to a request for proposal (RFP)
10: Other
- Specify other activities
: OR
11: None
: OR
12: Don't know

Use of federal government online services - Question identifier:12

Through which of the following methods does this business interact with the Canadian federal government over the Internet?

Include interactions with the Canadian federal government that took place by company employees and third parties on behalf of this business; e.g., accounting company, lawyer, public relations firm. Exclude interactions with local and provincial levels of government.

Select all that apply.

1: Email
2: Government website
3: Government social media account
4: Government mobile app
5: Other
: OR
6: Don't know

Use of federal government online services - Question identifier:13

Which of the following devices does this business use to interact with the Canadian federal government over the Internet?

Include interactions with the Canadian federal government that took place by company employees and third parties on behalf of this business; e.g., accounting company, lawyer, public relations firm. Exclude interactions with local and provincial levels of government.

Select all that apply.

Help text

Smartphone:
A mobile phone that performs many of the functions of a computer, typically having a touchscreen interface, Internet access, and an operating system capable of running downloaded applications. Apple iPhone and Samsung Galaxy are examples of smartphones.

Tablet:
A touch-screen monitor allowing users to navigate without the use of a keyboard (they may use their fingers or a stylus resembling a pen). It has many of the functions of a computer, the capability of connecting to the Internet, and an operating system capable of running downloaded applications. Apple iPad, Samsung Tab and Microsoft Surface are examples of tablets.

1: Computer
2: Tablet
3: Smartphone
4: Other
: OR
5: Don't know

Use of federal government online services - Question identifier:14

Did this business encounter problems when interacting with the Canadian federal government over the Internet in 2019?

Include interactions with the Canadian federal government that took place by company employees and third parties on behalf of this business; e.g., accounting company, lawyer, public relations firm. Exclude interactions with local and provincial levels of government.

1: Yes
Which of the following problems did this business encounter?
Select all that apply
1. Difficulty finding the correct website
2. Difficulty finding information on the website
3. Out-of-date information on the website
4. Lengthy response time from government agents
5. Other
2: No
3: Don't know

Use of federal government online services - Question identifier:15

In 2019, which of the following issues prevented this business from interacting with the Canadian federal government over the Internet?

Include interactions with the Canadian federal government that took place by company employees and third parties on behalf of this business; e.g., accounting company, lawyer, public relations firm. Exclude interactions with local and provincial levels of government.

Select all that apply.

1: Security or privacy concerns
2: Complex processes
3: Lack of information on the availability of electronic procedures
4: Unreliable or slow Internet connection
5: Business's technology is incompatible with government systems
6: Other
: OR
7: None

E-commerce

E-commerce - Question identifier:16

In 2019, did this business receive orders or make sales of goods or services over the Internet?

Include:
- all sales of this business's goods or services where the order was received, and the commitment to purchase was made, over the Internet, including through web pages, extranet or Electronic Data Interchange (EDI). Payment can be made by other means.
- sales made on company and third-party websites and apps.
Exclude:
- the delivery of digital products for which orders were not made online
- orders made by telephone, facsimile and email.

Help text

App:
Software that can run on the Internet, mobile devices or computers. They are downloaded by a user and are designed to perform functions, activities or tasks to benefit the user.

Third-party website:
Websites that are not exclusively operated or controlled by the business entity, for which goods or services are being advertised or sold. In the tourism industry, examples of third-party websites are expedia.ca and travelocity.ca; these websites sell on behalf of businesses selling airline tickets, accommodation services, and car rental services.

Online marketplace:
An online version of a typical market, whereby products or services for sale are displayed for purchase or hire by individuals or businesses. The payment for goods or services obtained or sold may be received in person, following commitment to pay online, or through electronic means.

Online orders:
A confirmed request made over the Internet by one party to another to buy, sell, deliver, or receive goods or services under specified terms and conditions.

E-commerce:
Electronic commerce (e-commerce) refers to all sales of a business's goods or services where orders were received, and the commitment to purchase was made, over the Internet, including through web pages, extranet or Electronic Data Interchange (EDI). Payment can be made by other means.

Sales made on company and third-party websites and apps are included.

The delivery of digital goods for which orders were not made online and orders made by telephone, facsimile and email are excluded from e-commerce.

1: Yes
Which of the following sources does this business use in conducting e-commerce sales or securing orders online?
Select all that apply.
1. Company website
2. Company app
3. Social media account
4. Other-third party website, platform, app or online marketplace
2: No
Has this business ever received orders or made sales of goods or services over the Internet?
1. Yes
2. No
3. Don't know

E-commerce - Question identifier:17

Which of the following e-commerce features do this business's websites or apps have?

Include websites that are both publicly visible and those requiring user authentication.

Select all that apply.

Help text

App:
Software that can run on the Internet, mobile devices or computers. They are downloaded by a user and are designed to perform functions, activities or tasks to benefit the user.

Online orders:
A confirmed request made over the Internet by one party to another to buy, sell, deliver, or receive goods or services under specified terms and conditions.

E-commerce:
Electronic commerce (e-commerce) refers to all sales of a business's goods or services where orders were received, and the commitment to purchase was made, over the Internet, including through web pages, extranet or Electronic Data Interchange (EDI). Payment can be made by other means.

Sales made on company and third-party websites and apps are included.

The delivery of digital goods for which orders were not made online and orders made by telephone, facsimile and email are excluded from e-commerce.

1: Description of goods or services
2: Price list for goods or services
3: Online reservations and booking of goods or services
4: Favourites list
5: Online ordering of goods and services
6: Online payment
7: Customization or design of online goods or services
8: Shipping options and associated prices
9: Tracking or status of orders
10: Language translation of webpage content
11: Chat with a live agent
12: Simulated live agent
13: Refund policy statement
14: Other

E-commerce - Question identifier:18

Which of the following online payment options are accepted through this business's websites or apps?

Select all that apply.

Help text

App:
Software that can run on the Internet, mobile devices or computers. They are downloaded by a user and are designed to perform functions, activities or tasks to benefit the user.

Electronic bank transfer (e-transfer):
A retail banking service that allows users to send, request and receive money directly from one bank account to another using online or mobile banking. A user can send or request money to anyone with an email address or mobile phone number and bank account in Canada - without sharing personal financial information.

Cryptocurrencies:
A digital currency in which encryption techniques are used to regulate the generation of units of currency and verify the transfer of funds, operating independently of a central bank.

1: Online payment service
2: Credit card previously saved or entered at time of purchase
3: Debit card previously saved or entered at time of purchase
4: Electronic bank transfer
5: Prepaid gift card or online voucher
6: Reward points or redemption program
7: Cryptocurrencies
: OR
8: We only accept offline payments, following commitment to pay

E-commerce - Question identifier:19

Which of the following types of invoices does this business send?

Select all that apply.

1: Paper-form invoices
2: Electronic invoices in a standard structure suitable for automated processing
3: Electronic invoices not suitable for automatic processing
: OR
4: Don't know

E-commerce - Question identifier:20

What were this business's total gross sales conducted over the Internet in 2019?

If precise figures are not available or the year is not yet complete, please provide your best estimate in Canadian dollars.

Help text

Gross sales:
The grand total of all sale transactions reported in a period, without any deductions from the figure.

Net sales:
Gross sales minus sales allowances, discounts and returns.

: Rounded to the nearest CAN$
: OR
1: Don't know

E-commerce - Question identifier:21

In 2019, what percentage of the value of this business's gross sales was made over the Internet?

If precise figures are not available or the year is not yet complete, please provide your best estimate.

Help text

Gross sales:
The grand total of all sale transactions reported in a period, without any deductions from the figure.

Net sales:
Gross sales minus sales allowances, discounts and returns.

: Percentage
: OR
1: Don't know

E-commerce - Question identifier:22

In 2019, what percentage of this business's gross sales conducted over the Internet were for the following goods and services?

If precise figures are not available or the year is not yet complete, please provide your best estimate.
Enter "0" if there is no value to report.

Help text

Gross sales:
The grand total of all sale transactions reported in a period, without any deductions from the figure.

Net sales:
Gross sales minus sales allowances, discounts and returns.

Physical goods:
Physical, produced objects for which demand exists and whose ownership can be transferred through market transactions. Examples include laptops, office equipment, office furniture and uniforms.

Services:
A type of economic activity that is intangible, is not stored, and does not result in ownership. A service is consumed at the point of sale. Examples of services include the transfer of goods, such as the postal service delivering mail, and the use of expertise or experience, such as a business using an accountant for filing taxes.

Digital products:
Products in a digital format and are both ordered and delivered online; examples are music and video streaming services, e-books and online subscriptions.

a: Digitally delivered goods and services
b: Other Services
c: Physical goods

E-commerce - Question identifier:23

In 2019, what percentage of this business's gross sales conducted over the Internet were from businesses or governments?

Include all levels of Canadian or other national governments; i.e., federal, provincial, territorial, municipal, and Indigenous self-government.
Exclude sales made to individuals and households.

If precise figures are not available or the year is not yet complete, please provide your best estimate.
Enter "0" if there is no value to report.

Help text

Gross sales:
The grand total of all sale transactions reported in a period, without any deductions from the figure.

Net sales:
Gross sales minus sales allowances, discounts and returns.

: Percentage
: OR
1: Don't know

E-commerce - Question identifier:24

For this business's online sales in 2019, in which of the following regions were the customers located?
Select all that apply.

Help text

European Union:
The European Union (EU) is a political and economic union. Excluding the United Kingdom, the EU comprises the following member states:
Austria
Belgium
Bulgaria
Croatia
Cyprus
Czechia (Czech Republic)
Denmark
Estonia
Finland
France
Germany
Greece
Hungary
Ireland
Italy
Latvia
Lithuania
Luxemburg
Malta
Netherlands
Poland
Portugal
Romania
Slovakia
Slovenia
Spain
Sweden

Latin America and the Caribbean:
Latin America and the Caribbean is a geographic region comprising the following countries:
Antigua and Barbuda
Argentina
Bahamas
Barbados
Belize
Bolivia
Brazil
Chile
Colombia
Costa Rica
Cuba
Dominica
Dominican Republic
Ecuador
El Salvador
Grenada
Guatemala
Guyana
Haiti
Honduras
Jamaica
Mexico
Nicaragua
Panama
Paraguay
Peru
Saint Kitts and Nevis
Saint Lucia
Saint Vincent and the Grenadines
Suriname
Trinidad and Tobago
Uruguay
Venezuela (Bolivarian Republic of)
Anguilla*
Aruba*
British Virgin Islands*
Cayman Islands*
Curaçao*
Montserrat*
Saint Maarten*
*Associate Members

Other Asia
Asia, excluding China, comprises the following countries:
Afghanistan
Armenia
Azerbaijan
Bahrain
Bangladesh
Bhutan
Brunei
Cambodia
Cyprus
Georgia
India
Indonesia
Iran
Iraq
Israel
Japan
Jordan
Kazakhstan
Kuwait
Kyrgyzstan
Laos
Lebanon
Malaysia
Maldives
Mongolia
Myanmar (formerly Burma)
Nepal
North Korea
Oman
Pakistan
Palestine
Philippines
Qatar
Russia
Saudi Arabia
Singapore
South Korea
Sri Lanka
Syria
Taiwan
Tajikistan
Thailand
Timor-Leste
Turkey
Turkmenistan
United Arab Emirates (UAE)
Uzbekistan
Vietnam
Yemen

1: Canada
2: United States
3: Mexico
4: Other Latin America and the Caribbean
5: China
6: Other Asia
7: The European Union
8: The United Kingdom
9: Other regions
: OR
10: Don't know

E-commerce - Question identifier:25

What percentage of this business's online gross sales were obtained from each of these regions in 2019?

If precise figures are not available or the year is not yet complete, please provide your best estimate.
Enter "0" if there is no value to report.

a: Canada
b: United States
c: Mexico
d: Other Latin America and the Caribbean
e: China
f: Other Asia
g: The European Union
h: The United Kingdom
i: Other regions

E-commerce - Question identifier:26

Which of the following automated business systems are used to receive orders via the Internet?

Select all that apply.

Help text

Online orders:
A confirmed request made over the Internet by one party to another to buy, sell, deliver, or receive goods or services under specified terms and conditions.

1: Suppliers' business system
2: Customers' business system
3: This business's system for business operations
: OR
4: None
: OR
5: Don't know

E-commerce - Question identifier:27

In 2019, did this business face any challenges in conducting sales over the Internet?

1: Yes
Which of the following challenges did this business encounter?
Select all that apply.
1. Goods or services not suitable for online sales
2. Issues adapting goods or services for online sale
3. High set-up cost
4. High maintenance cost
5. Logistical issues associated with the implementation or maintenance of e-commerce system
6. Security concerns
7. Employees lack the skills, training or experience
8. Legal issues, barriers or concerns
9. Other
2: No
3: Don't know

E-commerce - Question identifier:28

For which of the following reasons did this business not conduct sales or receive orders for goods or services over the Internet in 2019?

Select all that apply.

1: Goods or services not suitable for online sales
2: Issues adapting goods or services for online sale
3: High set-up cost
4: High maintenance cost
5: Logistical issues associated with the implementation or maintenance of e-commerce system
6: Security concerns
7: Employees lack the skills, training or experience
8: Legal issues, barriers or concerns
9: Other

E-commerce - Question identifier:29

In 2019, did this business order goods or services over the Internet?

Help text

Physical goods:
Physical, produced objects for which demand exists and whose ownership can be transferred through market transactions. Examples include laptops, office equipment, office furniture and uniforms.

Services:
A type of economic activity that is intangible, is not stored, and does not result in ownership. A service is consumed at the point of sale. Examples of services include the transfer of goods, such as the postal service delivering mail, and the use of expertise or experience, such as a business using an accountant for filing taxes.

Digital products:
Products in a digital format and are both ordered and delivered online; examples are music and video streaming services, e-books and online subscriptions.

1: Yes
Which of the following products did this business order online?
Select all that apply.
1. Digitally delivered goods or services
2. Other services
3. Physical goods
2: No
3: Don't know

E-commerce - Question identifier:30

Has this business ever used online crowdfunding to generate funds?
Include crowdfunding used for capital generation for business start-up and other business operations.
Exclude crowdfunding used by the business to generate funds for the charitable sector and other charitable causes.

Help text

Online crowdfunding:
The practice of funding a project or venture by raising small amounts of money from a large number of people, over the Internet.

1: Yes
2: No
3: Don't know

Use of information and communication technologies (ICTs)

Use of information and communication technologies (ICTs) - Question identifier:31

Which of the following Information and Communication Technologies (ICTs) did this business use in 2019?

Information and Communication Technologies (ICTs) consist of the hardware, software, networks and media for the collection, storage, processing, transmission and presentation of information (e.g., voice, data, text, images), as well as related services.

Select all that apply.

Help text

Information and Communication Technologies (ICTs):
Hardware, software, networks and media for the collection, storage, processing, transmission and presentation of information (e.g., voice, data, text, images), as well as related services.

Customer Relationship Management (CRM) software:
Software used for managing a company's interactions with customers, clients, sales prospects, partners, employees and suppliers.

Electronic Data Interchange (EDI):
The electronic transmission of data suitable for automated processing between businesses or organisations. Generally, EDI allows for the sending or receiving of messages (e.g., payment transactions, tax declarations, orders) in an agreed or standard format suitable for automated processing, and does not require an individual to type a message manually.

Enterprise Resource Planning (ERP) software:
Software used to manage resources by sharing information among different functional areas; e.g., accounting, planning, production, marketing. ERP software can use Electronic Data Interchange (EDI) technology and embed Customer Relationship Management (CRM) functionalities.

Radio Frequency Identification (RFID):
A technology allowing for contactless transmission of information via radio waves. Data are contained in transponders, referred to as RFID tags, applied or incorporated into products or objects, which can also be integrated with sensors. RFID can be used for a wide range of purposes, including personal identification or access control, logistics, retail trade and process monitoring in manufacturing.

Open Source Software (OSS):
Software for which the source code is available without any copyright cost, often providing the possibility of it being modified, distributed, and re-distributed.

Cloud computing:
Information and Communication Technology (ICT) services that are used over the Internet to access software, computing power, storage capacity, etc., where the service:

a. Is delivered from servers of service providers;
b. Can be easily scaled up or down; e.g., number of users or storage capacity
c. Can be used on-demand by the user, at least after the initial set up (without human interaction with the service provider);
d. Is paid for per user or by capacity used, or is pre-paid.

Internet of Things (IoT):
The interconnection via the Internet of computing devices embedded in everyday objects, enabling them to send and receive data. Examples include smart televisions, Wi-Fi enabled security cameras, automatic car tracking adapter, Canary smart security system, Cisco's connective factory, Phillips hue smart bulbs and August smart locks.

Internet-connected smart devices:
Electronic devices that can connect to each other and the Internet through a network. These devices are designed to automatically send and receive information from the Internet on a constant basis.

Artificial intelligence (AI):
Refers to systems that display intelligent behaviour by analysing their environment and taking actions - with some degree autonomy - to achieve specific goals. AI-based systems can be purely software-based or embedded in a device.

Big Data Analytics:
A set of techniques and tools used to process and interpret large volumes of data that are generated by the increasing digitization of content, the greater monitoring of human activities and the spread of the Internet of Things (IoT). It can be used to infer relationships, establish dependencies, and perform predictions of outcomes and behaviours. Big data analytics also enable machine learning, a driver of Artificial Intelligence (AI).

Blockchain:
A decentralized and distributed public digital ledger that is used to record transactions across many computers so that any involved record cannot be altered retroactivity, without the alteration of all subsequent blocks.

1: Company-wide computer networks
2: Industry-specific software
3: Software not specific to this business's industry
4: Customer Relationship Management (CRM) software
5: Electronic Data Interchange (EDI) on the Internet
6: Enterprise Resource Planning (ERP) software
7: Radio Frequency Identification (RFID) tags
8: Cloud computing
9: Internet-connected smart devices, or Internet of Things (IoT)
10: Software or hardware using artificial intelligence (AI)
11: Advanced robotics
12: Big data analytics
13: 3D printing
14: Blockchain technologies
15: Open source software
: OR
16: None

Use of information and communication technologies (ICTs) - Question identifier:32

Does this business face challenges that limit further integration of Information and Communication Technologies (ICTs)?

Information and Communication Technologies (ICTs) consist of the hardware, software, networks and media for the collection, storage, processing, transmission and presentation of information (e.g., voice, data, text, images), as well as related services.

1: Yes
Which of the following challenges limited this business's further integration of ICTs?
Select all that apply.
1. Lack knowledge of available technologies
2. Lack of technical expertise or skilled personnel
3. Incompatibility with existing equipment or software
4. Cost of technologies or implementation is too high
5. Employee resistance to introduction of new technologies
6. Not enough time or resources to implement new technologies
7. Security or privacy concerns
8. Internet speed
9. Internet reliability
10.Internet access or availability
11.Other
2: No
3: Don't know
4: Not applicable

Cloud computing

Cloud computing - Question identifier:33

In 2019, which of the following cloud computing services did this business use?

Select all that apply.

1: Software
2: Storage capacity
3: Processing power to run own software
4: Other
: OR
5: None

Cloud computing - Question identifier:34

In 2019, how much did this business spend on cloud computing services?

If precise figures are not available or the year is not yet complete, please provide your best estimate in Canadian dollars.
Enter "0" if there is no value to report.

: Rounded to the nearest CAN$
: OR
1: Don't know

Cloud computing - Question identifier:35

For which of the following reasons did this business use paid cloud computing services in 2019?

Select all that apply.

1: Cost reduction
2: Flexibility in accessing documents
3: Simplicity of deployment
4: Productivity gains
5: Other

Cloud computing - Question identifier:36

For which of the following reasons did this business not use paid cloud computing services in 2019?

Select all that apply.

1: Lack knowledge of available technologies
2: Free service met business needs
3: Cost
4: Security or privacy concerns
5: Difficulties accessing data or software
6: Difficulties transitioning to new software
7: Legal issues, barriers or concerns
8: Other
: OR
9: No need

Internet of Things (IoT)

Internet of Things (IoT) - Question identifier:37

Which of the following Internet-connected smart devices did this business use in 2019?

Exclude the use of smartphones for their traditional purposes; e.g., calling, browsing the Internet, sending texts and emails.

Select all that apply.

1: Small, consumer-market Internet-connected smart devices
2: Industrial equipment with integrated Internet-connected smart devices
3: Additional digital infrastructure for Internet-connected smart devices
4: Other
: OR
5: None
: OR
6: Don't know

Internet of Things (IoT) - Question identifier:38

For which of the following reasons did this business use Internet-connected smart devices in 2019?

Select all that apply.

Help text

Internet of Things (IoT):
The interconnection via the Internet of computing devices embedded in everyday objects, enabling them to send and receive data. Examples include smart televisions, Wi-Fi enabled security cameras, automatic car tracking adapter, Canary smart security system, Cisco's connective factory, Phillips hue smart bulbs and August smart locks.

Internet-connected smart devices:
Electronic devices that can connect to each other and the Internet through a network. These devices are designed to automatically send and receive information from the Internet on a constant basis.

Cyber security:
The protection of digital information, as well as the integrity of the infrastructure housing and transmitting digital information. More specifically, cyber security includes the body of technologies, processes, practices and response and mitigation measures designed to protect networks, computers, programs and data from attack, damage or unauthorized access so as to ensure confidentiality, integrity and availability.

1: Lack of an alternative
2: Cost savings
3: Productivity gains
4: Decision making
5: Cyber security
6: Improvement to work environment
7: Other

Internet of Things (IoT) - Question identifier:39

For which of the following reasons did this business not use Internet-connected smart devices in 2019?

Internet of Things (IoT) refers to the interconnection via the Internet of computing devices embedded in everyday objects, enabling them to send and receive data.
Internet-connected smart devices are electronic devices that can connect to each other and the Internet through a network. These devices are designed to automatically send and receive information from the Internet on a constant basis. e.g., smart televisions, Wi-Fi enabled security cameras

Select all that apply.

1: Lack knowledge of available technologies
2: No business needs identified
3: Cost of service or equipment
4: Employees lack the skills, training or experience
5: Security or privacy concerns
6: Incompatibility with existing equipment or software
7: Other

Blockchain

Blockchain - Question identifier:40

In 2019, for which of the following applications did this business use blockchain technologies?

Help text

Blockchain:
A decentralized and distributed public digital ledger that is used to record transactions across many computers so that any involved record cannot be altered retroactivity, without the alteration of all subsequent blocks.

Smart contracts:
Self-executing contracts with the terms of the agreement between buyer and seller being directly written into lines of code. The code and the agreements contained therein exist across a distributed, decentralized blockchain network.

Smart contracts permit trusted transactions and agreements to be carried out among disparate, anonymous parties without the need for a central authority, legal system, or external enforcement mechanism. They render transactions traceable, transparent, and irreversible.

1: Transferring assets
2: Maintaining a register
3: Deploying smart contracts
: OR
4: None
: OR
5: Don't know

Blockchain - Question identifier:41

For which of the following reasons did this business use blockchain technologies in 2019?

Select all that apply.

Help text

Cloud computing:
Information and Communication Technology (ICT) services that are used over the Internet to access software, computing power, storage capacity, etc., where the service:

a. Is delivered from servers of service providers;
b. Can be easily scaled up or down; e.g., number of users or storage capacity
c. Can be used on-demand by the user, at least after the initial set up (without human interaction with the service provider);
d. Is paid for per user or by capacity used, or is pre-paid.

Blockchain:
A decentralized and distributed public digital ledger that is used to record transactions across many computers so that any involved record cannot be altered retroactivity, without the alteration of all subsequent blocks.

Cyber security:
The protection of digital information, as well as the integrity of the infrastructure housing and transmitting digital information. More specifically, cyber security includes the body of technologies, processes, practices and response and mitigation measures designed to protect networks, computers, programs and data from attack, damage or unauthorized access so as to ensure confidentiality, integrity and availability.

1: Lack of an alternative
2: Cost savings
3: Productivity gains
4: Decision making
5: Cyber security
6: Improvement to work environment
7: Other
: OR
8: Don't know

Blockchain - Question identifier:42

For which of the following reasons did this business not use blockchain technologies in 2019?

Blockchain is a decentralized and distributed public digital ledger that is used to record transactions across many computers so that any involved record cannot be altered retroactively, without the alteration of all subsequent blocks.

Select all that apply.

1: Lack knowledge of available technologies
2: No business needs identified
3: Cost of service or equipment
4: Employees lack the skills, training or experience
5: Security or privacy concerns
6: Incompatibility with existing equipment or software
7: Legal issues, barriers or concerns
8: Other

Artificial intelligence (AI)

Artificial intelligence (AI) - Question identifier:43

In 2019, which of the following artificial intelligence technologies did this business use?

Exclude the use of search engines and personal virtual assistants.

Help text

Artificial intelligence (AI):
Refers to systems that display intelligent behaviour by analysing their environment and taking actions - with some degree autonomy - to achieve specific goals. AI-based systems can be purely software-based or embedded in a device.

Machine learning:
An application of artificial intelligence (AI) that provides systems the ability to automatically learn and improve from experience without being explicitly programmed.

Virtual agents:
A computer generated, animated, artificial intelligence virtual character that serves as an online customer service representative.

Automatic speech recognition:
Computer capability that allows for machines or programs to identify words and phrases in spoken language and convert them to a machine-readable format.

Face recognition systems:
A technology capable of identifying or verifying a person from a digital image or a video frame from a video source.

Image analysis software:
The extraction of meaningful information from images, mainly from digital images by means of using software embedded with artificial intelligence. The software can be as simple as reading bar-coded tags or as sophisticated as identifying a person from their face.

1: Machine learning
2: Virtual agents
3: Automatic speech recognition
4: Face recognition systems and other image-analysis software
5: Hardware with integrated artificial intelligence
6: Decision management
7: Other
- Specify other artificial-intelligence-based technologies
: OR
8: None
: OR
9: Don't know

Artificial intelligence (AI) - Question identifier:44

For which of the following reasons did this business use artificial intelligence in 2019?

Exclude the use of search engines and personal virtual assistants.

Select all that apply.

1: Develop or increase knowledge about relations with customers or clients
2: Develop a new good or service
3: Improve an existing good or service
4: Develop or improve internal processes
5: Other

Artificial intelligence (AI) - Question identifier:45

For which of the following reasons did this business not use software or equipment incorporating artificial intelligence technologies in 2019?

Artificial intelligence (AI) refers to systems that display intelligent behaviour by analyzing their environment and taking actions - with some degree autonomy - to achieve specific goals. AI-based systems can be purely software-based or embedded in a device.

Select all that apply.

1: Lack knowledge of available technologies
2: No business needs identified
3: Cost of service or equipment
4: Employees lack the skills, training or experience
5: Security or privacy concerns
6: Incompatibility with existing equipment or software
7: Legal issues, barriers or concerns
8: Other

Data

Data - Question identifier:46

Did this business obtain or collect information on its customers or clients in 2019?

Include if data is obtained or collected by a third party.

Help text

Data mining:
A process used by companies to turn raw data into useful information. By using software to look for patterns in large batches of data, businesses can learn more about their customers to develop more effective marketing strategies, increase sales and decrease costs.

Data mining depends on effective data collection, warehousing, and computer processing.

1: Yes
From what sources did this business obtain or collect information on customers or clients?
Select all that apply.
1. Directly from customers or clients
2. Data mining
3. Contracted third party
4. Loyalty or reward programs
5. Other
2: No
3: Don't know

Data - Question identifier:47

Is any of the customer or client information stored electronically?

1: Yes
In which of the following locations do the servers, on which the data are stored, reside?
Select all that apply.
1. In Canada
2. Outside of Canada
: OR
3. Don't know
2: No
3: Don't know

Data - Question identifier:48

What methods did this business use to protect customer or client information collected or stored electronically in 2019?

Select all that apply.

1: Store data offline
2: Limit access
3: Encryption of data
4: Protection by third party
5: Other
: OR
6: None

Big data analytics

Big data analytics - Question identifier:49

In 2019, for which of the following reasons did this business use big data analytics?

Big data analytics is a set of techniques and tools used to process and interpret large volumes of data that are generated by the increasing digitisation of content, the greater monitoring of human activities and the spread of the Internet of Things (IoT). It can be used to infer relationships, establish dependencies, and perform predictions of outcomes and behaviours. Big data analytics also enable machine learning, a driver of AI.

Select all that apply.

1: Market analysis
2: Targeted marketing
3: Adjusting inventories
4: Performance measurement
5: Other
: OR
6: None
: OR
7: Don't know

Big data analytics - Question identifier:50

In 2019, for which of the following reasons did this business not use big data analytics?

Big data analytics is a set of techniques and tools used to process and interpret large volumes of data that are generated by the increasing digitisation of content, the greater monitoring of human activities and the spread of the Internet of Things (IoT). It can be used to infer relationships, establish dependencies, and perform predictions of outcomes and behaviours. Big data analytics also enable machine learning, a driver of AI.

Select all that apply.

Help text

Big Data Analytics:
A set of techniques and tools used to process and interpret large volumes of data that are generated by the increasing digitization of content, the greater monitoring of human activities and the spread of the Internet of Things (IoT). It can be used to infer relationships, establish dependencies, and perform predictions of outcomes and behaviours. Big data analytics also enable machine learning, a driver of Artificial Intelligence (AI).

1: Lack knowledge of available technologies
2: No business needs identified
3: Cost of service or equipment
4: Employees lack the skills, training or experience
5: Security or privacy concerns
6: Incompatibility with existing equipment or software
7: Legal issues, barriers or concerns
8: Other

Skills and employment

Skills and employment - Question identifier:51

In 2019, which of the following Information and Communication Technologies services were performed by this business, whether by employees or a third party?

Information and Communication Technologies (ICTs) consist of the hardware, software, networks and media for the collection, storage, processing, transmission and presentation of information (e.g., voice, data, text, images), as well as related services.

Select all that apply.

Help text

E-commerce:
Electronic commerce (e-commerce) refers to all sales of a business's goods or services where orders were received, and the commitment to purchase was made, over the Internet, including through web pages, extranet or Electronic Data Interchange (EDI). Payment can be made by other means.

Sales made on company and third-party websites and apps are included.

The delivery of digital goods for which orders were not made online and orders made by telephone, facsimile and email are excluded from e-commerce.

Enterprise Resource Planning (ERP) software:
Software used to manage resources by sharing information among different functional areas; e.g., accounting, planning, production, marketing. ERP software can use Electronic Data Interchange (EDI) technology and embed Customer
Relationship Management (CRM) functionalities.

Consultant:
A person or business that is hired to evaluate a client's needs and provide expert advice and opinion on what needs to be done.

Contractor:
A person or business that is hired to evaluate the client's needs and perform the work.

Suppliers of software or hardware:
A person or a business that is contracted to provide a hardware or software to a client.

1: Maintenance of ICT infrastructure
Which of the following parties provided these services?
Select all that apply.
o Company employee
o Supplier of software or hardware
o Contractors or consultants
OR
o Don't know
2: Service and support for software
Which of the following parties provided these services?
Select all that apply.
o Company employee
o Supplier of software or hardware
o Contractors or consultants
OR
o Don't know
3: Development or maintenance of e-business systems
Which of the following parties provided these services?
Select all that apply.
o Company employee
o Supplier of software or hardware
o Contractors or consultants
OR
o Don't know
4: Development or maintenance of web solutions
Which of the following parties provided these services?
Select all that apply.
o Company employee
o Supplier of software or hardware
o Contractors or consultants
OR
o Don't know
5: Security
Which of the following parties provided these services?
Select all that apply.
o Company employee
o Supplier of software or hardware
o Contractors or consultants
OR
o Don't know
6: Data analytics
Which of the following parties provided these services?
Select all that apply.
o Company employee
o Supplier of software or hardware
o Contractors or consultants
OR
o Don't know
7: Development of ICT architecture
Which of the following parties provided these services?
Select all that apply.
o Company employee
o Supplier of software or hardware
o Contractors or consultants
OR
o Don't know
8: Other
What other services were provided and which of the following parties provided these services?
- Specify other services provided
Select all that apply.
o Company employee
o Supplier of software or hardware
o Contractors or consultants
OR
o Don't know
: OR
9: Don't know
: OR
10: Not applicable

Skills and employment - Question identifier:52

In 2019, did this business employ one or more Information and Communication Technologies specialists?

ICT specialists are employees for whom ICT-related activities are central to their job; for example, they may develop, operate or maintain ICT systems or applications.

Include both part-time and full-time employees.
Exclude ICT specialists working for other companies that are contracted to do this company's ICT-related work.