Yes/No or 1-5 rating question
• Have you had any experience of using service level agreements (SLAs) in managing services/outsourcing agreements?

		Enterprise	Mid market	Small business
Yes	1	£200	£300	£300
No	2

.................................................................................................................................................................

Multi-choice question with up to 4 alternative answers

• Is your company’s call centre perceived to be a cost centre or a profit centre?

		Enterprise	Mid market	Small business
Cost centre	1	£400	£500	£500
Profit centre	2
Don't have a call centre	3
Don't know	4

.................................................................................................................................................................

Matrix question of up to four lines

• Please rate how important the following areas are for your helpdesk software.  Use the 1-5 scale where 1 means “not at all important” and 5 means “very important” 

						Enterprise	Mid market	Small business
	1	2	3	4	5	£600	£800	£800
Maintain an up to date record of all IT assets
Help to alert the IT department to IT problems
Help to to contribute to effective IT governance
Provide information to help the IT department

.................................................................................................................................................................

Multi-choice question with more than 4 alternative answers

• What part of your computing and communication infrastructure would you consider moving to managed services/outsourcing first? (Please select one item from the list below)

		Enterprise	Mid market	Small business
Desktop	1	£600	£700	£700
Servers	2
Network infrastructure	3
Enterprise applications	4
Security	5
Other (please specify)	6
All of the infrastructure	7

.................................................................................................................................................................

• Matrix question of more than four lines
  
  
  • Please rate how important the following areas are for your helpdesk software.  Use the 1-5 scale where 1 means “not at all important” and 5 means “very important”

						Enterprise	Mid market	Small business
	1	2	3	4	5	£800	£1000	£1000
Maintain an up to date record of all IT assets
Help to alert the IT department to IT problems
Help to to contribute to effective IT governance
Provide information to help the IT department
Provide information to help the IT department prioritise IT investments
Enable end-users to solve some IT problems themselves

.................................................................................................................................................................

Open-ended question

• Please say why your company is planning to outsource its internal communications systems in the next 12 months. Please write your answer in the box provided

						Enterprise	Mid market	Small business
						£1000	£1200	£1200