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Storefront Survey

To correctly complete this survey, answer all questions (with the "*" marker). This part of the survey will redirect you to the second half upon completion.

A research study on how small businesses have been affected by the shift of customers online, run by a high school student in the Charlotte, NC. Area. About twelve minutes. We publish combined results only — percentages and averages, never your individual answers, and your business isn't named unless you say we can. We will never ask for a tax ID, social security number, immigration information, bank details, or exact revenue.


This survey will be used to understand how technology helps and hurts small businesses across America, and what can be done to keep technology from being a negative impact.

The business

How many people work at the business? (including you, and family members if applicable)
Just me
2-4
5-9
10-19
20+
Roughly what were total sales last year?
Under $25k
$25-100k
$100-250k
$250-500k
$500k-1M
Over $1M
Prefer not to say

What the business means to you

Is this business your household's main source of income?
Yes, all of it
Yes, most of it
About half
No, it's part of our income
No, it's a second business
Other
Including your family, how many people depend on this business for their income?
Just me
2-3
4-6
7-10
More than 10
Do you, someone in your family, work another job to keep the business going?
Yes, I do
Yes, someone in my family does
Both
No
About how many hours a week do you personally work in the business?
Under 20
20-40
40-60
60-80
More than 80

How customers find you

How do most new customers find you? (Select all that apply)
If you have been in business for several years, was there a point where you noticed customers starting to find the business differently?
Yes, and I remember roughly when
Yes, but it happened gradually
No, I have not been open long enough to say
If you noticed a point, roughly when?
Before 2010
2010-2015
2015-2020
During the pandemic
After 2022
Not sure
Compared to a few years back, is it easier or harder to get new customers?
Much easier
A bit easier
About the same
A bit harder
Much harder
Compared with a couple years ago, is the business busier or slower
Much busier
A little busier
About the same
A little slower
Much slower
Roughly what share of new customers find you online?
None
Under 10%
10-25%
25-50%
More than 50%
Not sure
About how many customers do you serve in a typical week?
Under 50
50-150
150-300
300-600
600-1,000
Over 1,000
About what does a typical customer spend per visit?
Under $10
$10-25
$25-50
$50-100
$100-250
$250-500
Over $500
In the last year, has the number of new customers gone up, down, or stayed the same?
Up a lot
Up a little
Same
Down a little
Down a lot
Are there businesses/competitors near you that you think customers find more easily online than they find you?
Yes, several
A few
No
I am unsure
Do you feel like you have lost costumers to a competitor because they were easier to find or order from online?
Yes, that I know of
Probably, but I can't prove it
No
Not sure
How often do people call or come in asking something the internet should already have told them (hours, location, prices, etc.)
Never
Rarely
Sometimes
Often
Constantly

What the platforms took

Do you take orders through delivery apps? (if applicable)
Yes, and it was my choice
Yes, but I felt like I had no choice
I used to and stopped
No, never
I do not have a business where I use delivery apps
If you use delivery apps, roughly what share of each order do they keep? (percentage of the order total the app takes)
Under 15%
15-20%
20-30%
Over 30%
I do not know exactly
If you use delivery apps, do you feel like they have either hurt or helped your business?
Helped a lot
Helped a bit
About even
Hurt a little
Hurt a lot
Have you ever received a review you believed was fake or unfair
Yes, more than once
Yes
No
Were you able to respond or get it removed?
Yes
No
I didn't know I could
This question does not apply to me
Have you ever paid for online advertising, a listing, SEO, or a website and gotten nothing from it?
Never happened
Yes, once
More than once
Have you had to sign up for or pay for something online that you didn't want just to keep up?
Yes, more than once
Yes
No

Being asked to keep up

When you opened your business, was technology one of the main resources you thought about or its impact in the future?
Yes
Yes, but I did not think about it hurting my business
No
Has the internet changed what customers expect from you in a way that's hard to keep up with?
Yes, a lot
Somewhat
Not really
No
What has made it hard to keep up? (check all that apply)
Has anyone ever offered to help your business with technology?
Yes, for free
Yes, but I had to pay
Both
No, never
Other
When something goes wrong with technology in the business, who do you go to?
Nobody, I figure it out
A family member
An employee
I pay someone
A free program
I leave it broken
About how much does the business spend on websites, online tools and online advertising each month?
Under $25
$25-75
$75-200
$200-500
Over $500
$0

What it has cost

In the last couple of years have you had to do any of these to keep the business going? (check all)
Have you ever seriously considered closing the business?
Yes, more than once
Yes
No
Did you use your own savings, or money from family, to keep this business going?
Yes
No
Prefer not to say
Do you expect the business to still be open in five years?
Definitely
Probably
Not sure
Probably not
Definitely not
Do you hope to pass this business on to your children or family?
Yes
No
I am unsure
They don't want it
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