Digital Readiness Report: 2021



CCIQ’s Digital Readiness Survey is a longitudinal survey of how Queensland businesses use technology. 

Running for the past seven years and with more than 5,400 businesses taking part, the report provides insight into digital adoption, performance and limitations with representation across business sizes, industries and regions. ​ 

 

The 2021 report: 

Over the past 18 months businesses have been required to respond, rethink and possibly reinvent to survive and succeed. This year the survey provides a unique snapshot from Queensland business about their digital performance over the past twelve months in this reshaped digital operating environment.  

We have also had the opportunity to take a look at the findings of our 2020 study, to observe how business viewed conditions prior to COVID-19 and where shifts have happened.  

 

Key findings of the study 

Channels and sales 

The online landscape has changed. While having a website and the well-known social media channels remain high, businesses saw increases in online visitors and followers. This looks to have translated into increases in revenue from online sales with one third of businesses saying COVID-19 forced the business to grow online.  

 

Data management 

Information – and how businesses use it – is critical to business success. Businesses are continuing to manage their customer data through dedicated CRM programs and software, but close to half think they could be using it better. 

Respondents reported a 14% increase in email spam alongside other malicious activity of phishing/fraud and virus attacks being experienced over the past 12 months 

 

Resourcing and skills 

We have seen a shift in how businesses are resourcing and managing their IT and digital marketing activity over the past 12 months compared to prior to COVID-19. If respondents aren’t doing it personally themselves, there has been an increased reliance on tech savvy staff members to assist rather than a dedicated person for the job.  

 

Future outlook 

Businesses seem positive about adjusting to digital changes moving forward and feel it’s important to be more digital savvy, however a quarter of respondents still say they are not feeling digitally confident.