Western Balkans Enterprise Survey

Annex B. Questionnaire

General questions

Business structure and operations

When was your business established? (Drop down)

[2025; 2024; 2023; 2022; 2021; 2020; 2019; 2018; 2017; 2016; 2015; Before 2015]

What is the size of your business as of today? (Single choice)

• Self-entrepreneur (no employees other than yourself)

• Micro-business (1-9 employees)

• Small business (10-49 employees)

• Medium-sized business (50-249 employees)

• Large business (250 or more employees)

Which sector best describes your core business' activity? (Single choice)

• Accommodation

• Administrative and support services

• Agriculture, forestry, and fishing

• Arts, entertainment and recreation

• Construction

• Education

• Electricity, gas, air conditioning, water and waste management

• Food and beverage services

• Health care and social work

• Information and communication

• Mining and quarrying

• Manufacturing

• Professional services (including scientific, and technical services)

• Public administration and defence

• Real estate activities

• Retail trade

• Transportation, postal and storage

• Wholesale trade

• Other: [Text answer]

Which economy does your business mainly operate from? (Single choice)

• Albania

• Bosnia and Herzegovina

• Kosovo

• Montenegro

• North Macedonia

• Serbia

What percentage of your sales came from exports in 2024? (Single choice)

• Less than 10%

• 10-30%

• 30-50%

• More than 50%

• More than 80%

• Not sure

What is the gender of your company CEO (Chief Executive Officer)? (Single choice)

[Female; Male]

Digital transformation

E-commerce

What proportion of your 2024 sales came from e-commerce or online sales? (Single choice)

• Less than 10%

• 10-30%

• 30-50%

• More than 50%

• More than 80%

• Not sure

Which e-platforms did your business use to make online sales in 2024? (Multiple choice)

• Own website

• Third-party marketplaces (e.g., Amazon, eBay)

• Social media platforms (e.g., Instagram, Facebook)

• None

• Other: [Text answer]

Does your company currently use or accept digital payment methods? (Multiple choice)

• Yes, we use mobile payment solutions (e.g., Apple Pay, Google Pay)

• Yes, we accept credit/debit card payments via online platforms

• Yes, we use payment gateways integrated into e-commerce platforms (e.g., PayPal)

• Yes, we accept bank transfers or other digital payment methods

• No, we do not currently use or accept digital payment methods

Digital tools

Which digital tools are being used at your business? (Multiple choice)

• Company website

• Enterprise Resource Planning (ERP)

• Customer Relationship Management (CRM)

• Electronic invoicing

• Cloud computing

• Radio Frequency Identification (RFI)

• E-commerce

• Supplier-customer management

• E-booking and orders

• Big data

• Social media platforms (e.g. Instagram, Facebook, etc.)

• We don’t use digital tools

• Other: [Text answer]

Why does your business use digital tools? (Multiple choice)

• To lower inventory and supply chain cost

• To broaden customer-base

• To automate processes

• To reduce the business’ energy consumption

• To improve monitoring of business' activities

• To explore new sources of revenue such as creating new products and services

• To enhance the products we offer to clients

• To increase domestic sales

• To increase international sales

• To know more about consumers and enhance interactions with customers

• To implement more flexible working arrangements such as teleworking

• To be seen as attractive to potential employees

• To comply with government regulations

• Other: [Text answer]

What challenges does your company face when it considers introducing new digital tools? (Multiple choice)

• Costs of acquisition or reparation of equipment

• Cost of training for using digital tools

• Lack of time for training for using digital tools

• Costs of maintenance of software or technical service fee

• Resistance from managers/decision-makers

• Resistance from employees

• Digitalisation being a low priority in the business

• Hierarchical and risk-averse organisation

• Inability to find and engage the right external consultancy/experts

• Insufficient talent and digital skills within the company

• Incompatibility of the company’s existing hardware/software with new digital tools

• Difficulty in finding and hiring qualified employees

• Difficulty in understanding digital laws and regulations such as data protection requirements

• None

• Other: [Text answer]

Skills and training for the digital transition

When your business needs digital expertise, what do you typically do? (Single choice)

• We go to our company’s IT specialists

• We contract consultant(s)/freelancer(s)/professional(s) outside of our business

• We reassign existing staff to manage digital tools

• We hire digital specialist(s) as staff within the company

• We rely on friends and/or family members

• We do not see the need for digital expertise

• Other: [Text answer]

Does your business provide regular programmes to help employees improve their digital skills? (Multiple choice)

• We provide internal training programmes

• We provide training programmes with outside expert institutions

• We provide access to online training platforms for employees to learn at their own pace

• We encourage mutual learning among employees

• We encourage informal learning (Internet searching or using generative AI services like ChatGPT)

• We do not provide such programmes

Does your business provide training for its employees to improve their skills in the following areas? (Multiple choice)

• Basic digital literacy (e.g., software use, internet navigation)

• E-commerce and online platform management

• Cybersecurity and digital resilience skills

• Skills for the green and digital transformation

• Artificial Intelligence (AI) and machine learning skills

Cybersecurity and data

Does your business have a data privacy policy in place? (Single choice)

[Yes; No]

How challenging is data protection and security for your business? (Single choice)

[Challenging, Neutral, Not challenging at all]

How does your business store data? (Single choice)

• Cloud storage

• On site data centre/hardware

• Both on the cloud and on site

• Not sure

Does your business implement any of the following cybersecurity measures? (Multiple choice)

• Training on cybersecurity, at least once a year

• Use of strong and secure passwords

• Use of two-factor authentication

• Use of regularly updated anti-virus and anti-malware software

• Use of VPN or firewall system

• Regular cyber security assessment with cybersecurity expert

• None of the above

Has your business ever been hacked? (Single choice)

[Yes; No; Not that we know]

Digital innovation and use of advanced tools

Does your business use digital innovation to create new or significantly improved products, services, processes, or business models? (Single choice)

[Yes, a lot; Yes, moderately; No, but we are planning to; Not at all]

Does your business use any other advanced digital technologies? (Multiple choice)

• Yes, Internet of Things (IoT)

• Yes, blockchain

• No

• Other: [Text answer]

Artificial intelligence

Does your business currently use any form of Artificial Intelligence in core business products or processes? (Multiple choice)

• No

• Yes, we use custom AI systems developed by experts either within or outside the business

• Yes, we use digital tools with AI functions, such as machine learning

• Yes, we use generative AI services to create content and obtain information, such as Chat-GPT by Open AI, Bard by Google, Stable Diffusion by Stable AI

• Other: [Text answer]

To what extent do you agree with the following statements about the opportunities that generative AI presents to your business? [Strongly disagree, Disagree, Agree, Strongly agree]

• Generative AI improved efficiency with daily tasks.

• Generative AI helps us find new sources of revenue.

• Generative AI allows us to operate with less staff.

• Generative AI boosts innovation in our business.

To what extent do you agree with the following statements about the challenges that generative AI presents to your business? [Strongly disagree, Disagree, Agree, Strongly agree]

• Generative AI distributes harmful content.

• Generative AI gives inaccurate information.

• Generative AI causes data privacy issues (e.g., disclosure of sensitive information of the company).

• Generative AI causes copyright and legal issues.

• Don’t understand how to use it or the risks involved.

Government support for business digitalisation

Do you know of any government programmes for business digitalisation? (Single choice)

[Yes, No]

How did you find out about the government programmes? (Single choice)

• Ads from government on TV / social media / newspaper / email

• Chambers of Commerce / SME Associations

• Online platforms / software providers

• Other entrepreneurs

• Searched for it on government’s portal / website

• Friends and family

• Other: [Text answer]

Did your business receive support for digitalisation from the government? (Multiple choice)

• Yes, financial support, such as grants, vouchers, tax deductions, or loans

• Yes, training and educational supports, such as mentoring, information material or guidelines

• Yes, networking activities, such as trade shows, industry conferences, or entrepreneur meetups

• Yes, technology transfer in collaboration with research institutions/academia, or other innovation support

• No, we applied for support but did not receive it

• No, we did not receive any support for digitalisation

• Other: [Text answer]

What kind of digitalisation was supported? (Multiple choice)

• Entry-level digitalisation (e.g. development of a website, establishment of a social media page, etc.)

• Medium-level digitalisation (e.g. use of cloud-based software (such as CRM or project management tools, partial automation of inventory management and invoicing, introduction of cybersecurity measures, etc.)

• Advanced digitalisation (e.g. full integration of digital systems such as ERP and advanced CRM, the introduction of AI-driven customer support and predictive maintenance, development of personalised ads, adoption of blockchain, IoT, etc.)

• Green ICT (e.g. development of ICT energy efficiency, e-waste reduction and recycling)

Green transformation

Green products and services

Does your business offer green products and services (products and services with a predominant function of reducing environmental risk and minimising pollution and resources)? (Single choice)

[Yes; No]

What share of your 2024 revenue came from the sales of green products and services? (Single choice)

• Less than 10%

• 10-30%

• 30-50%

• More than 50%

• Not applicable

Environmental footprint

Which greening measures has your business implemented? (Multiple choice)

• Limiting resource use (e.g. water, paper used for printing and copying, etc.)

• Improving energy-efficiency

• Using renewable energy

• Adopting circular practices (e.g. reducing waste, eco-design, recycling, responsible waste disposal)

• Transition to cloud computing or virtual services

• None

• Other: [Text answer]

What are the reasons for greening your business? (Multiple choice)

• To comply with my government regulations

• To save costs

• To better respond to changing consumer demands

• To build a better business reputation

• To be seen as attractive to potential employees

• To contribute to the European Commission’s Green Agenda for the Western Balkans

• My company has not put in place any greening measures

• Other: [Text answer]

Does your business have a specific strategy or action plan for reducing its environmental footprint? (Single choice)

• Yes

• No and we are not planning to develop one

• No but we are planning to develop one

• No, we are already carbon neutral

Does your business consider the environmental impact of ICT services or ICT equipment before selecting or purchasing them (e.g. energy consumption, efficiency or repairability)? (Single choice)

[Yes, No]

What does your business do with ICT equipment (e.g. computers, monitors, mobile phones) when they are no longer in use? (Single choice)

• ICT equipment is disposed in electronic waste collection/recycling centres or returned to the vendor for responsible disposal

• ICT equipment is kept in the company (e.g. to be used as spare parts or fear of revealing sensitive information)

• ICT equipment is disposed with general/non-recyclable waste

• Not sure

Environmental monitoring

Do you track your business’ environmental impact? (Multiple choice)

• Yes, energy consumption (e.g., electricity, gas, fuel usage over time)

• Yes, energy efficiency (e.g., reductions in energy waste, impact of energy-saving upgrades like LED lighting or efficient machinery)

• Yes, carbon footprint

• Yes, water usage

• No

• Not sure

• Other: [Text answer]

Are you aware of carbon disclosure (tracking, measuring and reporting of greenhouse gas emissions, energy consumption, waste generation, etc.) and does your business do it? (Single choice)

• Yes, we have heard of carbon disclosure and are already doing it

• Yes, we have heard of carbon disclosure, but have not started doing it

• No, we are unaware of environmental/carbon disclosure

What are the reasons for undertaking carbon disclosure? (Multiple choice)

• Compliance with changing regulations and market demands

• Cost savings

• Attracting financing

• Risk management

• Benchmarking

• Other: [Text answer]

What challenges does your business face when disclosing its carbon emissions? (Multiple choice)

• Lack of resources (people, time and money)

• Limited access to data from suppliers and customers

• Lack of expertise on how to collect, track and report this information

• Complexity of environmental/carbon emission disclosure standards

• Lack of harmonised data structures across the value chain

• Not applicable

• Other: [Text answer]

Government support for business greening

Do you know of any government programmes for business greening? (Single choice)

[Yes; No]

How did you find out about the government programmes? (Single choice)

• Ads from government on TV / social media / newspaper / email

• Chambers of Commerce / SME Associations

• Friends and family

• Other entrepreneurs

• Online platforms / software providers

• Searched for it on government’s portal/website

• Other: [Text answer]

Did your business receive support for greening from the government? (Multiple choice)

• Yes, financial support, such as grants, vouchers, tax deductions, or loans

• Yes, training and educational supports, such as mentoring, information material or guidelines

• Yes, networking activities, such as trade shows, industry conferences, or entrepreneur meetups

• Yes, technology transfer in collaboration with research institutions/academia, or other innovation support

• No, we applied for support but did not receive it

• No, we did not receive any support for greening

• Other: [Text answer]

What kind of greening was supported? (Multiple choice)

• Transitioning to energy-efficient operations

• Transitioning to renewable energy generation/use

• Minimising waste

• Environmental/carbon reporting capabilities (e.g. CBAM – Carbon Border Adjustment Mechanism or ESG – Environmental, Social and Governance reporting)

• Other: [Text answer]