Business Tech State of Play research

The Business Tech State of Play research study explores top of mind concerns for Australian business leaders and how they are using technology to achieve their goals. By exploring the attitudes and behaviours of businesses of all kinds, we can create a blueprint against which any business can compare themselves.

The research also explored what customers expect from businesses and what workers expected from employers in relation to experiences underpinned by technology. By understanding what customers and workers want from businesses, we can identify opportunities for businesses to better meet their needs and expectations.

The study was conducted by independent research agency Picnic Customer Intelligence and commissioned by Telstra. Fieldwork was conducted in January 2024 via two online surveys. The first survey was with 1,000 business owners and key decision-makers from small and medium businesses (SMBs), defined as businesses with fewer than 100 employees. The second survey sample included 1,000 Australians who buy from businesses and of which 638 were also workers. Quotas were used to ensure the sample was representative of the market.

For comparative purposes we included owners and decision makers of a further 190 businesses with 100-499 employees in the sample. We also considered insights from similar studies conducted from November to December 2019 and December 2020 to January 2021 which followed the same survey methodology. This allowed us to understand how certain concerns and attitudes have changed over time.

Read our Tech State of Play report to learn about how businesses like yours are getting the most from technology to boost efficiency, connect with customers and empower employees.