Enterprise main strategic focus for different activities in 2009 (Existing, New or improved) - Goods & services, Organizational and management practices, Operations and business activities, Marketing practices or methods

Enterprises with a main strategic focus on new or significantly improved products in selected industries, Sales from enterprise’s main product by region (manufacturing vs. non manufacturing)

Business activities undertaken in Canada in 2009 by % outsourced in Canada (e.g. HR management, Call centres & help centres, Software development, Legal services)

Location of decision-making for business activities

Enterprises that exported or attempted to export products in 2007-09 by business size, Enterprises that relocated or outsourced business activities abroad by business size, by type of activity, Country of destination of business activities outsourced abroad [outsourcing], Reasons for relocating or outsourcing, Obstacles

Enterprise market share for their main product in their principal market in 2009 by business size, Number of competitors reported, Enterprises that competed against multinational enterprises, Enterprises that faced entry of new competitors, Response of enterprises to the entry of new competitors

Type of innovation introduced by enterprises (process, organization, product, marketing), Mode of acquisition of advanced technologies (off-the-shelf, customizing, developing, licensing, leasing), Use of government support programs for innovation-related activities

• Office Administrative Services
• Facilities Support Services
• Employment Placement Agencies
• Temporary Help Services
• Professional Employer Organizations

• Business Services Centres
• Document Preparation Services
• Telephone Call Centres
• Collection Agencies
• Credit Bureaus

• Travel Agencies (Travel Agents)
• Tour Operators
• Other Travel Arrangement and Reservation Services
• Investigation Services
• Security guard & patrol services
• Armoured car services
• Security Systems Services
• Locksmiths

• Exterminating and Pest Control Services
• Janitorial Services
• Window Cleaning Services
• Landscaping Services
• Carpet and Upholstery Cleaning Services
• Duct & Chimney Cleaning Services
• Other Services to Buildings and Dwellings

Of call centre workers who called in sick, but weren’t medically ill, % called in sick because: they do not feel appreciated, they don't like their jobs, they don't like their company, don't like how their boss treats them. [worker engagement]

How much of an problem is each of the following when you encounter it? (The seeming lack of impact of poor customer service on the success of large firms, Call centres located overseas, The unavailability of phone numbers or email addresses for senior executives of a firm providing poor service)