New SMB Landscape: Devices, Communication, Security, Support

Awareness and Adoption of IT Products and Services

• Devices used
• Services used
• IT services used
• Type of service provider per tested IT service type
• Software application used
• Amount paid for services
• Satisfaction with services

Impact of COVID-19, Outlook on New Business Needs/Processes

• Attitudinals
• Impact of COVID-19 on revenues, last 6 months
• Expectation of return to “normal” revenues
• Impact on workload and work location (on-site, off-site, hybrid, etc.)
• Work location outlook
• Primary technology challenges stemming from remote work
• Impact of COVID-19 on IT spending in past 6 months
• Expected changes to IT Budget over next 6 months
• Impact of COVID-19 on device needs, service needs for operations, and software/service needs for productivity and for serving/reaching customers

IT and Data Security Pain Points

• Problems experienced with devices used in past 6 months
• Problem resolution strategy
• Data security-related incidents in previous two years
• Level of concern about data security threats
• Steps taken to address security threats

Product and Service Interest, Willingness to Pay

• IT/Support services
• Communication software
• Business model preferences (bundled or a la carte)
• Preferred type of provider (broadband service provider, local contractor, etc.)
• Factors compelling business to select service from an ISP/telco/MSO vs. independent contractor/systems integrator
• Barriers to purchasing IT products and services
• Barriers to purchasing smart products and services