—

computer usage;

—

(optional) persons employed or percentage of the total number of persons employed who use computers for business purposes.

—

internet access;

—

persons employed or percentage of the total number of persons employed who use computers with access to the internet for business purposes;

—

(optional) use of voice or video call applications over the internet for business purposes;

—

internet connection: any type of fixed connection;

—

internet connection: provision of portable devices that allow a mobile connection using mobile telephone networks, for business purposes;

—

(optional) having a website;

—

use of social networks, not solely used for paid adverts;

—

use of the enterprise's blogs or microblogs, not solely used for paid adverts;

—

use of multimedia content sharing websites, not solely used for paid adverts;

—

use of wiki based knowledge sharing tools, not solely used for paid adverts;

—

maximum contracted download speed of the fastest fixed internet connection in Mbit/s in the ranges: [0,< 2], [2,< 10], [10,< 30], [30,< 100], [> = 100];

—

persons employed or percentage of the total number of persons employed using a portable device provided by the enterprise which allows internet connection via mobile telephone networks, for business purposes;

—

(optional) description of goods or services, price lists;

—

(optional) online ordering, reservation or booking;

—

(optional) possibility for visitors to customise or design online goods or services;

—

(optional) tracking or status of placed orders;

—

(optional) personalised content on the website for regular/recurrent visitors;

—

(optional) links or references to the enterprise's social media profiles;

—

(optional) use of information about visitors' behaviour on enterprise's website such as clicks, items viewed, for example for advertising or improving customer satisfaction;

—

use of social media to develop the enterprise's image or market products such as advertising or launching products;

—

use of social media to obtain or respond to customer opinions, reviews or questions;

—

use of social media to involve customers in development or innovation of goods or services;

—

use of social media to collaborate with business partners (such as suppliers) or other organisations (such as public authorities or non-governmental organisations);

—

use of social media to recruit employees;

—

use of social media to exchange views, opinions or knowledge within the enterprise.

—

receipt of orders for goods or services placed via a website or apps (web sales), in the previous calendar year;

—

receipt of orders for goods or services via EDI-type messages (EDI-type sales), in the previous calendar year;

—

value of the turnover, expressed in absolute figures or as a percentage of total turnover, of e-commerce sales resulting from orders received via a website or apps, in the previous calendar year;

—

percentage of turnover from orders received via a website or apps, broken down by sales to private consumers (Business to Consumers: B2C), and sales to other enterprises (Business to Business: B2B) and to public authorities (Business to Government: B2G), in the previous calendar year;

—

receipt of orders for goods or services via the enterprise's own website or apps (including those of parent or affiliate enterprises, extranets), in the previous calendar year;

—

receipt of orders for goods or services via an e-commerce marketplace website or apps used by several enterprises for trading products, in the previous calendar year;

—

percentage of turnover from orders received via a website or apps broken down by orders received via the enterprise's own website or apps (including those of parent or affiliate enterprises, extranets) and by orders received via an e-commerce marketplace website or apps used by several enterprises for trading products, in the previous calendar year;

—

receipt of orders that were placed by customers via a website or apps by origin: own country, in the previous calendar year;

—

receipt of orders that were placed by customers via a website or apps by origin: other Member States, in the previous calendar year;

—

receipt of orders that were placed by customers via a website or apps by origin: rest of the world, in the previous calendar year;

—

(optional) the percentage of turnover from orders received via a website or apps in the previous calendar year broken down by origin: own country, other Member States and rest of the world;

—

value of the turnover, expressed in absolute figures or as a percentage of the total turnover, of e-commerce sales resulting from orders received via EDI-type messages, in the previous calendar year;

—

receipt of orders that were placed by customers via EDI-type messages, by origin: own country, in the previous calendar year;

—

receipt of orders that were placed by customers via EDI-type messages, by origin: other Member States, in the previous calendar year;

—

receipt of orders that were placed by customers via EDI-type messages, by origin: rest of the world, in the previous calendar year.

—

use of an ERP (Enterprise Resource Planning) software package to share information among different functional areas;

—

use of any software application for managing information on customers (Customer Relationship Management — CRM software) that makes it possible to collect, store and make available to other business functions information about the enterprise's customers;

—

use of any software application for managing information on customers (Customer Relationship Management — CRM software) that enables information about customers to be analysed for marketing purposes.

—

(optional) employment of ICT specialists;

—

(optional) provision of any type of training to develop ICT-related skills for ICT specialists, in the previous calendar year;

—

(optional) provision of any type of training to develop ICT-related skills for other persons employed, in the previous calendar year;

—

(optional) recruitment of or the attempt to recruit ICT specialists in the previous calendar year;

—

(optional) performance of ICT functions (such as maintenance of ICT infrastructure, support for office software, development or support of business management software/systems and/or web solutions, security and data protection) by own employees (including those employed in parent or affiliated enterprises) in the previous calendar year;

—

(optional) performance of ICT functions (such as maintenance of ICT infrastructure, support for office software, development or support of business management software/systems and/or web solutions, security and data protection) by external suppliers in the previous calendar year;

—

(optional) vacancies for ICT specialists that were difficult to fill.

—

high costs of delivering or returning products;

—

difficulties related to resolving complaints and disputes;

—

adapting product labelling for sales to other Member States;

—

lack of knowledge of foreign languages to communicate with customers in other Member States;

—

restrictions imposed by the enterprise's business partners on sales to certain Member States.

—

use as an ICT security measure: strong password authentication;

—

use as an ICT security measure: keeping the software (including operating systems) up-to-date;

—

use as an ICT security measure: user identification and authentication via biometric methods implemented by the enterprise;

—

use as an ICT security measure: encryption techniques for data, documents or e-mails;

—

use as an ICT security measure: data backup to a separate location (including backup to the cloud);

—

use as an ICT security measure: network access control (management of access by devices and users to the enterprise's network);

—

use as an ICT security measure: VPN (Virtual Private Network, which extends the private network across a public network to enable secure exchange of data over public network);

—

use as an ICT security measure: maintaining log files for analysis after security incidents;

—

use as an ICT security measure: ICT risk assessment, i.e. periodically assessment of probability and consequences of ICT security incidents;

—

use as an ICT security measure: ICT security tests such as performing penetration tests, testing security alert systems, reviewing security measures, testing backup systems;

—

making persons employed aware of their obligations in ICT security related issues through voluntary training or internally available information (such as information on the intranet);

—

making persons employed aware of their obligations in ICT security related issues through compulsory training courses or viewing compulsory material;

—

making persons employed aware of their obligations in ICT security related issues through a contract (such as a contract of employment);

—

ICT security related activities such as security testing, ICT training on security, resolving ICT security incidents (excluding upgrades of pre-packaged software) carried out by enterprise's own employees (including those employed in parent or affiliate enterprises);

—

ICT security related activities such as security testing, ICT training on security, resolving ICT security incidents (excluding upgrades of pre-packaged software) carried out by external suppliers;

—

availability of document(s) on measures, practices or procedures on ICT security;

—

problems experienced at least once in the previous calendar year due to ICT related incidents: unavailability of ICT services, for example denial of service attacks, ransomware attacks, hardware or software failures excluding mechanical failure, theft;

—

problems experienced at least once in the previous calendar year due to ICT related incidents: destruction or corruption of data, for example due to infection of malicious software or unauthorised intrusion, hardware or software failures;

—

problems experienced at least once in the previous calendar year due to ICT related incidents: disclosure of confidential data, for example due to intrusion, pharming, phishing attack, actions by enterprise's own employees (intentionally or unintentionally);

—

availability of an insurance against ICT security incidents;

—

(optional) document(s) on measures, practices or procedures on ICT security in the enterprise addressing: management of access rights for the usage of ICT, such as computers, network;

—

(optional) document(s) on measures, practices or procedures on ICT security in the enterprise addressing: storage, protection, access or processing of data;

—

(optional) document(s) on measures, practices or procedures on ICT security in the enterprise addressing: procedures or rules to prevent or respond to security incidents, such as pharming, phishing attacks, ransomware;

—

(optional) document(s) on measures, practices or procedures on ICT security in the enterprise addressing: responsibility, rights and duties of persons employed in the field of ICT, such as use of e-mails, mobile devices, social media;

—

(optional) document(s) on measures, practices or procedures on ICT security in the enterprise addressing: training of persons employed in the safe usage of ICT;

—

most recent definition or review of enterprise's document(s) on measures, practices or procedures on ICT security (such as risk assessment, evaluation of ICT security incidents): within the last 12 months; more than 12 months and up to twenty-four months ago; more than twenty-four months ago.

—

access to the internet at home (by any device);

—

internet connection: fixed broadband connection;

—

internet connection: mobile broadband connection (via mobile phone network of at least 3G);

—

(optional) internet connection: dial-up access over normal telephone line or ISDN;

—

(optional) internet connection: mobile narrowband connection (via mobile phone network below 3G).

—

most recent internet use, at any location, with any enabling device: in the last three months, between three months and a year ago, more than one year ago, never used the internet;

—

average frequency of internet use in the last three months: every day or almost every day, at least once a week (but not every day), less than once a week;

—

internet use in the last three months for private purposes for sending, receiving e-mails;

—

internet use in the last three months for private purposes for making calls (including video calls) over the internet;

—

internet use in the last three months for private purposes for participating in social networks (creating user profile, posting messages or other contributions);

—

internet use in the last three months for private purposes for using instant messaging (exchanging messages);

—

internet use in the last three months for private purposes for reading online news sites, newspapers or news magazines;

—

internet use in the last three months for private purposes for seeking health-related information (about matters such as injuries, diseases, nutrition, improving health);

—

internet use in the last three months for private purposes for finding information about goods or services;

—

internet use in the last three months for private purposes for posting opinions on civic or political issues via websites (such as blogs, social networks);

—

internet use in the last three months for private purposes, for taking part in online consultations or vote on civic or political issues (about matters such as urban planning, signing a petition);

—

internet use in the last three months for private purposes for looking for a job or sending a job application;

—

internet use in the last three months for private purposes for uploading self-created content (such as text, photos, music, videos, software) to share it on a website;

—

(optional) internet use in the last three months for private purposes for listening to music (such as web radio, music streaming);

—

internet use in the last three months for private purposes for selling goods or services (for example via auctions);

—

internet use in the last three months for private purposes for internet banking;

—

(optional) interacting in the last three months via the internet with household equipment or appliances (such as thermostat, light bulb, robot vacuum or security system);

—

use of internet storage space (cloud computing) in the last three months for private purposes for saving documents, pictures, music, video or other files;

—

internet use in the last three months for conducting learning activities for educational, professional or private purposes, by doing an online course;

—

internet use in the last three months for conducting learning activities for educational, professional or private purposes, by using online learning material other than a complete online course;

—

internet use in the last three months for conducting learning activities for educational, professional or private purposes, by communicating with instructors or students using educational websites or portals;

—

(optional) internet use in the last three months for conducting other learning activities for educational, professional or private purposes;

—

use of any website or app in the last 12 months to arrange an accommodation (such as a room, apartment, house, holiday cottage) from another private individual: from dedicated intermediary websites or apps, from other websites or apps (including social networks), not used;

—

use of any website or app in the last 12 months to arrange a transport services (such as cars) from another private individual: from dedicated intermediary websites or apps, from other websites or apps (including social networks), not used;

—

use of intermediary website or apps dedicated to obtain paid work (excluding websites of employment agencies) in the last 12 months: as main source of income, as additional source of income, not used;

—

internet use (excluding e-mails) in the last three months for buying or renewing existing insurance policies, including those offered as a package together with another service for private purposes in the last 12 months;

—

internet use (excluding e-mails) in the last three months for taking a loan or mortgage or arranging credit from banks or other financial providers for private purposes in the last 12 months;

—

internet use (excluding e-mails) in the last three months for buying or selling shares, bonds, funds or other investment services for private purposes in the last 12 months;

—

use of the internet several times during the day;

—

last purchase or order of goods or services over the internet (using websites or apps; excluding orders via manually typed e-mails, short message service or multimedia messaging services) for private use via any device: in the last three months, between three months and a year ago, more than one year ago, never bought or ordered anything over the internet;

—

the number of times goods or services were bought or ordered over the internet in the last three months for private use: number of times or in classes: 1 to 2 times, between 3 and 5 times, between 6 and 10 times, more than 10 times;

—

the total value of goods or services (excluding shares or other financial services) bought or ordered over the internet in the last three months for private use: amount in euro or in classes: less than EUR 50, EUR 50 to less than EUR 100, EUR 100 to less than EUR 500, EUR 500 to less than EUR 1 000, EUR 1 000 or more, unknown;

—

internet use for buying or ordering food or groceries for private use in the last 12 months;

—

internet use for buying or ordering household goods (such as furniture, toys, but excluding consumer electronics) for private use in the last 12 months;

—

internet use for buying or ordering medicine for private use in the last 12 months;

—

internet use for buying or ordering clothes or sports goods for private use in the last 12 months;

—

internet use for buying or ordering computer hardware for private use in the last 12 months;

—

internet use for buying or ordering electronic equipment (including cameras) for private use in the last 12 months;

—

internet use for buying or ordering telecommunication services (such as TV, broadband subscriptions, fixed line or mobile phone subscriptions, uploading money on prepaid phone cards) for private use in the last 12 months;

—

internet use for buying or ordering holiday accommodation (such as hotels) for private use in the last 12 months;

—

internet use for buying or ordering other travel arrangements (such as transport tickets, car hire) for private use in the last 12 months;

—

internet use for buying or ordering tickets for events for private use in the last 12 months;

—

internet use for buying or ordering films or music for private use in the last 12 months;

—

internet use for buying or ordering books, magazines or newspapers for private use in the last 12 months;

—

internet use for buying or ordering e-learning material for private use in the last 12 months;

—

internet use for buying or ordering video games software, other computer software and software upgrades for private use in the last 12 months;

—

internet use for buying or ordering other goods or services for private use in the last 12 months;

—

internet use for buying or ordering goods or services for private use in the last 12 months, by origin: national sellers;

—

internet use for buying or ordering goods or services for private use in the last 12 months, by origin: sellers from other Member States;

—

internet use for buying or ordering goods or services for private use in the last 12 months, by origin: sellers from the rest of the world;

—

internet use for buying or ordering goods or services for private use in the last 12 months, by origin: country of origin of the sellers is unknown;

—

films or music downloaded or accessed from websites or apps in the last 12 months, for private use;

—

e-books downloaded or accessed from websites or apps in the last 12 months, for private use;

—

e-magazines or e-newspapers downloaded or accessed from websites or apps in the last 12 months, for private use;

—

computer software (including computer and video games and software upgrades) downloaded or accessed from websites or apps in the last 12 months, for private use;

—

(optional) films, music, e-books, e-magazines, e-newspapers or computer software not downloaded or accessed online in the last 12 months, for private use.

—

privacy or security concerns;

—

security related problems experienced through using the internet for private purposes in the last 12 months: fraudulent credit or debit card use;

—

security related problems experienced through using the internet for private purposes in the last 12 months: loss of documents, pictures or other data due to a virus or other infection (such as worm or Trojan horse);

—

security related problems experienced through using the internet for private purposes in the last 12 months: misuse of personal information available on the internet resulting in, for example, discrimination, harassment, bullying;

—

security related problems experienced through using the internet for private purposes in the last 12 months: own social network or email account being hacked and content being posted or sent without ones knowledge;

—

security related problems experienced through using the internet for private purposes in the last 12 months: online identity theft (somebody stealing respondent's personal data and impersonating him/her, such as shopping under respondent's name);

—

security related problems experienced through using the internet for private purposes in the last 12 months: receiving fraudulent messages (‘phishing’);

—

security related problems experienced through using the internet for private purposes in the last 12 months: getting redirected to fake websites asking for personal information (‘pharming’);

—

(optional) security related problems experienced through using the internet for private purposes in the last 12 months: children accessing inappropriate websites;

—

security concerns as a limitation or barrier to ordering or buying goods or services for private purposes via the internet in the last 12 months;

—

security concerns as a limitation or barrier to internet banking for private purposes via the internet in the last 12 months;

—

security concerns as a limitation or barrier to providing personal information to social or professional networking services for private purposes via the internet in the last 12 months;

—

security concerns as a limitation or barrier to communicating with public services or administrations for private purposes via the internet in the last 12 months;

—

security concerns as a limitation or barrier to downloading software or apps, music, video files, games or other data files for private purposes via the internet in the last 12 months;

—

security concerns as a limitation or barrier to using the internet via public WiFi for private purposes via the internet in the last 12 months;

—

(optional) security concerns as a limitation or barrier to other activities for private purposes via the internet in the last 12 months;

—

creation of backup copies of the own files (such as documents, pictures) on any external storage device or to internet storage space (cloud services) for private purposes: backup files created automatically or manually; backup files not created; respondent does not know;

—

payment security or privacy concerns (such as giving credit card details or personal details over the internet);

—

financial loss experienced in the last 12 months resulting from identity theft, receiving fraudulent messages or being redirected to fake websites;

—

concerns about protection and security of personal data in the last 12 months.

—

transferring files between computers and other devices;

—

installing software or applications (apps);

—

changing the settings of any software, including the operating system or security programs;

—

copying or moving files or folders;

—

using word processing software;

—

creating presentations or documents integrating text, pictures, tables or charts;

—

using spreadsheet software;

—

software to edit photos, video or audio files;

—

writing code in a programming language;

—

using advanced functions of spreadsheet software designed to organise and analyse data, such as sorting, filtering, using formulas, creating charts.

—

they have access to internet elsewhere;

—

they do not need internet, for example because it is not useful or not interesting;

—

the cost of the equipment is too high;

—

the cost of access is too high (for example a telephone or DSL subscription);

—

lack of skills;

—

broadband internet is not available in the area;

—

other reason or reasons;

—

technical failure of website during ordering or payment;

—

difficulties in finding information on guarantees and other legal rights;

—

a slower speed of delivery than that indicated;

—

final costs higher than indicated (such as higher delivery costs, unexpected transaction fees);

—

wrong or damaged goods delivered;

—

problems with fraud encountered (such as no goods or services received at all, misuse of credit card details);

—

complaints and redress difficult or no satisfactory response after complaint;

—

a foreign retailer who does not sell to the respondent's own country;

—

other problems encountered;

—

no problems encountered;

—

a preference for shopping in person and/or for seeing a product, loyalty to shops, force of habit;

—

lack of skills or knowledge (such as no knowledge on how to use a website, use was too complicated);

—

problems with the delivery of goods ordered over the internet (for example it takes too long, it is logistically difficult);

—

concerns about receiving or returning goods, concerns about complaints or redress;

—

lack of a payment card that can be used to pay over the internet;

—

(optional) a foreign retailer who does not sell to the respondent's country;

—

(optional) someone else bought or ordered goods or services on the respondent's behalf;

—

other barriers to internet commerce.

—

internet use in the last 12 months for private purposes, for obtaining information from the websites or apps of public authorities or public services (manually typed e-mails should be excluded);

—

internet use in the last 12 months for private purposes, for downloading/printing official forms from the websites of public authorities or public services (manually typed e-mails should be excluded);

—

internet use in the last 12 months for private purposes, for submitting completed forms online to public authorities or public services (manually typed e-mails should be excluded);

—

did not submit completed forms because there was no need to submit any official forms for private purposes in the last 12 months;

—

no such online service was available;

—

lack of skills or knowledge (for example they did not know how to use the website or it was too complicated to use);

—

another person submitted completed forms online on the respondent's behalf (such as a consultant, a tax adviser, a relative or family member);

—

other reason for not submitting completed forms online to public authorities.

—

use of a mobile phone or smartphone to access the internet away from home or work in the last three months;

—

use of a laptop to access the internet away from home or work in the last three months;

—

use of a tablet to access the internet away from home or work in the last three months;

—

use of other mobile devices (such as media or games player, e-book reader, smart watch) to access the internet away from home or work in the last three months;

—

no use of mobile devices to access the internet away from home or work in the last three months.

—

the share of international heavy goods traffic on the infrastructure network concerned is not higher than 5 %,

—

the level of such discounts or reductions is justified by specific circumstances, notably when the infrastructure network concerned consists of bridges or tunnels to replace a ferry.