microsoft accessibility survey research conducted and prepared for microsoft by blueocean market...

Microsoft Accessibility Survey

Research conducted and prepared for Microsoft by blueocean market intelligence

Background

Survey conducted to understand the following regarding Accessibility :o Importance in strategic business considerations o Role played in organizations o Tools used to measure impacto The knowledge and expertise within organization

Research conducted by blueocean market intelligence

Study markets

Data source

Sample size Audience Fieldwork dates

US, UK and

Germany

Online panel

Total of 601 interviews

IT Professionals and Business Decision Makers in large and medium-sized organizations

October 25th – November 8th , 2012

Organizations see accessibility as an important factor in the development of their products and services

A recent survey of IT managers for large and medium-sized organizations in the US, UK and Germany regarding their IT development found that accessibility is viewed as one of the most important business considerations organizations look at when designing and building their products and services. Among those surveyed, 63% ranked accessibility among their top four considerations behind reliability (77%), information security (73%), and privacy/online safety (67%).

Most believe accessibility should play an even bigger role

Furthermore, an overwhelming majority (93%) of IT managers surveyed believed accessibility should play an even bigger role in their organization than it currently does.

Resource constraints are the biggest reason accessibility doesn’t play as big a role as it should

When asked why accessibility wasn’t playing as important a role in their organization as they believed it should, a lack of resources (43%) was most commonly cited as the reason.

There appears to be no one source such as a professional society where organizations can turn to in order to appropriately find and evaluate skills related to accessibility

Centralized industry resources for information, professional certification, and education could reduce costs and improve consistency in design consideration.

Key Take Aways

Accessibility is an important business consideration

More than half of businesses surveyed (63%) consider accessibility to be an important business consideration

Accessibility is an important business consideration for organizations that cater to business support (68%), computer related products & services (67%), and finance and insurance (66%). This is likely due to the need to be accessible to a diverse customer base across age and ability. Services which are available online have significantly higher accessibility requirements.

Enterprise organizations (66%) prioritize accessibility over medium-sized business organizations (59%). This indicates that bigger organizations have more of the resources necessary to dedicate toward accessibility and further validates that resource constraints are a big challenge.

Businesses use several different resources to learn about accessibility—there is no single accessibility resource

Lack of resources is the main reason why accessibility does not play a more important role in the US (51%) and UK (49%). However, in Germany, along with lack of resources (27%), it is also a lack of understanding and education about accessibility (27%) that represent a challenge.

In Germany, learning about accessibility is mostly done through consultants (51%), whereas in the US and UK information is gathered through technology standards (63%) and industries (52%) respectively.

Executive Summary

When it comes to identifying and evaluating required knowledge related to accessibility, framework is relatively robust for new employees compared to vendors and other outsourced third parties

Organizations primarily (45%) build additional accessibility knowledge through internal training and hiring across all three countries/regions. While employees appear to be hired with clarity in role to be performed and domain experience, it appears there is a gap in the industry. Unlike Privacy or Security, Accessibility does not have an established professional society or development certification program for developers and other Accessibility professionals.

Job description (68%) and job experience (63%) are the key means for evaluating required accessibility knowledge of new employees. However, vendors and other outsourced third parties are evaluated based on business references, recommendations, certifications and accreditation.

Customer satisfaction is the main tool used to measure the impact of accessibility externally

Customer satisfaction (56%), third party reviews (46%) followed by market research test with customers are the main tools used to measure accessibility across all the three countries externally, while internally, usability testing (51%), functional testing (50%), complaints (49%), and internal product reviews (48%) are the main tools used to measure the impact of accessibility

Executive Summary

Detailed Findings

55%67% 69%

6 out of 10 organizations consider accessibility as an important business consideration for building their products and services

63%Accessibility – An important business consideration for building products and services

M-ORG ENTERPRISE

Base 235 366

Accessibility for people of all ages and abilities

59% 66%

63% of all organizations surveyed consider accessibility to be an important business consideration for building their products and services

Enterprise organizations (66%) prioritize accessibility over medium business organizations (59%). This indicates that the bigger the organization, the stronger is the alignment of accessibility with business strategy mainly driven by the capacity to invest or the internal push to grow by innovating.

Accessibility is an important business consideration for organizations that cater to business support (68%), computer related products & services (67%), and finance & insurance (66%). This could be because these industries are more of consumer support businesses, i.e., they help people to complete or plan tasks in their day-to-day/ for their future life

Base 601Significant at 95% confidence

Q1. Which of the following business considerations are important to how your organization designs and builds its products and services?

Germany US UK

Accessibility however, is ranked below security, reliability and privacy and online safety as an important business consideration

In organizations where accessibility strongly influences the business strategy, reliability is the most consideration (80%) for building product and services

Among medium-sized organizations and enterprises only 13% and 14% respectively have ranked accessibility as the most important business consideration

Only 15% of organizations who have very high expertise and knowledge about accessibility rank it as the most important business consideration for their organization

M-ORG ENTERPRISE

Base 235 366

Accessibility for people of all ages and abilities 13% 14%

Rank 1

37%

33%

25%

23%

Security

Reliability

Privacy and online safety

Accessibility

Rank 1+2

Q1a. Of the following business considerations that are important to how your organization designs and builds its products and services, please rank them in order of importance, where 1 means the most important, 2 means the second most important and so on.

Accessibility plays a strong role in influencing business strategy for more than half of the organizations

In addition to influencing business strategies , regulatory compliance issues ( 53%) and product and service differentiation ( 44%) are aspects where accessibility plays an important role

In the US (65%) and Germany (58%), accessibility plays a key role in influencing business strategies, while in UK (55%), accessibility plays an important role when it comes to regulatory and compliance issues

For business support organizations, accessibility becomes important when it comes to regulatory compliance issues (68%), where as for finance and computer-related organizations accessibility is important in influencing business strategies along with regulatory and compliance issues

Role of Accessibility in designing and building products and services Total Germany US UK

Base 601 200 201 200

Strongly influences our business strategy 57% 58% 65% 49%

Important when it comes to regulatory compliance issues 53% 48% 57% 55%

Differentiates our products and services from competitors 44% 31% 43% 45%

Q2. What role does Accessibility play in how your organization designs and builds its products and services? By Accessibility we mean making it easier for everyone to see, hear, and use technology, and to personalize their devices to meet their own needs and preferences regardless of age or ability.

High level of knowledge, continued investment on educating about accessibility, indicates that accessibility plays a key role in designing products and services for organizations

Overall, only 1% state that for their organizations:accessibility does not play an important role they have very low knowledge and expertise and they will not invest in continued accessibility education

Germany US and UK

2%

0%

For almost all organizations accessibility plays an im-

portant role

No role of accessibility

Germany US and UK

2%

0%

A good level of knowledge and expertise seen across countries on accessibility

Very low knowledge and expertise

UK Germany US

2%

1%

0%

Organizations invest in con-tinued education on acces-

sibility

Don't invest in accessibility education

Base 601

Q2. What role does Accessibility play in how your organization designs and builds its products and services? By Accessibility we mean making it easier for everyone to see, hear, and use technology, and to personalize their devices to meet their own needs and preferences regardless of age or ability. Q3. How would you rate your organizations knowledge and expertise on designing and building products that are accessible to people of all abilities?Q5. Which best describes the way your organization builds additional Accessibility knowledge?

Organizations believe accessibility should play a more important role. However, lack of resources is the main reason why it currently doesn’t.

Reasons for accessibility not playing a more important role

Base 557

Lack of resources 43%

Low perceived ROI/Business value 29%

Lack of understanding and education 29%

93% of respondents say that accessibility should play a more important role in how organizations design and build their products and servicesThese organizations also state that more understanding and education about accessibility is required to increase its importance .

93%

7%

Accessibility should play a more important role

YesNo

Among respondents who believe that “accessibility should not play a more important role,” “Greater Customer demand” (44%) was cited most as the factor that could sway them to place more importance in accessibility for designing and building their products and services

Base 601

Q6. Should Accessibility play a more important role in how your organization designs and builds its products and services?Q7. Why is Accessibility not playing a more important role in your organization? Q8. What would it take to make Accessibility have a more important role in the design and building of your organization’s products and services?

Technology standards, consultants, professional organizations and industry are the most common sources from which organizations learn more about accessibility

Sources of information about Accessibility

Industry

Professional organizations

Consultants

Technology standards (ARIA, WCAG, etc.) 49%

47%

47%

47%

Base 601

Sources of information about accessibility vary and are mainly external sources such as technology standards, professional organizations, consultants and industry

Those who state the above three as sources, measure the impact of accessibility externally by customer satisfaction

In Germany, learning about accessibility is mostly done through consultants (51%), whereas in the US and UK information is gathered through technology standards (63%) and industries (52%) respectively

Information sources US UK Germany

Base 201 200 200Technology Standards (ARIA, WCAG, KCAG, ISO, W3C etc.) 63% 46% 39%Professional Organizations 58% 47% 37%Consultants 49% 42% 51%

Industry 53% 52% 37%

Q15. Where do you go for information to learn more about Accessibility

Organizations use different methods to evaluate accessibility experience of employees than they do for evaluating vendors

In Germany along with business references and certifications, awards (41%) are one of the important means bywhich accessibility knowledge of vendors is identified and evaluated

Framework to identify and evaluate accessibility knowledge

NEW EMPLOYEES

• Included in job descriptions (68%)• Job experience (63%) VENDORS

• Business references, recommendations (46%)

• Certifications (44%)• Accreditation (39%)

OUTSOURCED 3RD PARTIES

• Business reference, recommendations, certification (30%)

• Accreditation (28%)

Job description (68%) and job experience (63%) are the key aspects for evaluating the required accessibility knowledge of new employees. However, vendors and other outsourced third parties are evaluated based on the business references and recommendations, certification and accreditation

Q4. How do you identify and evaluate the required Accessibility knowledge of new employees, vendors or other outsourced 3rd parties?

Customer satisfaction is the main tool used to measure the impact of accessibility externally, while usability testing, functional testing and number of customer complaints are the main tools used internally

Customer satisfaction (56%), third party reviews (46%) and market research tests with customers are the main tools used to measure accessibility across all the three countries externally. Internally, usability testing (51%), functional testing (50%), complaints (49%), and internal product reviews (48%) are the main tools used to measure the impact of accessibility.

Internal training and hiring is the most common way additional accessibility skills are acquired

46% 46%

56%

51%

49% 50%

Customer satisfaction

Market research Third party reviews

EXTERNAL

INTERNAL

Usability testing

Functional testingNumber ofcustomer

complaints

Measure of impact of accessibilityBase 601

Q10. What does your organization use to measure the “Accessibility” of its products and services both internally and externally?

Appendix

Organization Type & Primary Role at Work

S2. Are you currently working for…?S3. Which of the following categories—if any—best describes your primary role at work?

Organization working for Total Germany US UKBase 601 200 201 200A commercial, for-profit business, company or other enterprise 83% 86% 83% 81%

A government agency, office or institution (including the military) 8% 8% 6% 10%

Any educational institution 9% 7% 11% 10%

IT PRO Informal IT PRO BDM

70%

11%19%

64%

13%24%

77%

6%17%

69%

15% 17%

Total Germany US UK

Primary Role at Work

Primary Type of Business & Total Number of PCs

S4. What is the main activity of your organization? S5. Approximately how many personal computers—including desktops and laptops/portables—are in your company or organization within your country?

Primary Activity Total Germany US UKBase 601 200 201 200Finance and Insurance 17% 21% 11% 20%Computer-Related Services 15% 17% 15% 14%Business Support Services 12% 5% 15% 16%Computer-Related Products 12% 9% 10% 16%Educational Services 11% 9% 13% 11%Retail 9% 12% 9% 8%Health Care 7% 9% 6% 6%Telecommunications 5% 7% 5% 4%Hospitality 2% 2% 3% 1%Arts, Entertainment, and Recreation 1% - 1% 1%

Total number of PCs Total Germany US UKBase 601 200 201 20050 to 99 10% 14% 6% 12%100 to 249 13% 15% 9% 15%250 to 499 16% 19% 13% 15%500 to 999 18% 16% 19% 19%1,000 to 1,499 13% 10% 18% 10%1,500 to 4,999 16% 13% 18% 17%5,000 to 24,999 9% 10% 8% 10%25,000 to 49,999 2% 3% 2% 1%50,000 or more 3% 3% 4% 2%

Job Title

Q16. Which of the following best describes your title or job function?

Total Germany US UK

Base 601 200 201 200IT Manager 36% 27% 40% 40%IT Vice President/Director 17% 21% 17% 14%CIO 15% 15% 15% 14%IT Operations 10% 9% 11% 12%Systems Administrator/Engineer 6% 8% 5% 5%Systems Analyst 5% 7% 4% 4%Systems Architect 2% 4% 1% 1%Other 9% 11% 5% 12%

Involvement in Organization’s Accessibility Policy

S6. Please indicate what – if any – your personal involvement with your organization’s Accessibility policies, regulatory compliance issues, procurement requirements or business strategy.

I have final decision making authority

I have significant decision making authority

I have some decision making authority

51%

37%

12%

39%

41%

20%

61%

33%

6%

52%

37%

11%UK US Germany Total

Important Business Considerations

Q1. Which of the following business considerations are important to how your organization designs and builds its products and services?

Important Business Considerations Total Germany US UKBase 601 200 201 200Reliability 77% 72% 83% 76%Information Security 73% 64% 83% 72%Privacy & Online Safety 67% 68% 70% 64%Accessibility for people of all ages and abilities 63% 55% 67% 69%Usability 57% 47% 62% 62%Mobile Solutions 55% 47% 67% 52%Cloud Services 55% 46% 65% 54%Business Impact/ROI 43% 36% 54% 41%Regulatory or Policy Considerations 41% 37% 47% 38%Environmentally Friendly/Green Computing 37% 34% 39% 38%Competitive Differentiation 36% 40% 40% 27%Citizenship/Social Responsibility 27% 18% 36% 27%

Reliability

Information Se...

Privacy & O

nlin...

Accessibility fo...

Usability

Mobile Solutions

Cloud Services

Business Impa...

Regulatory or P...

Environmental...

Competitive D

if...

Citizenship/Soc...

76% 69% 66% 59% 50% 49% 47% 37% 31% 32% 29% 24%

77% 75% 68% 66% 61% 59% 60%47% 46% 39% 40% 28%

M- ORG Enterprise

Difference by Medium and Enterprise Organization

Most Important Business Considerations – By Country/Region


Total Germany US UK

Base 601 200 201 200

Security 37% 30% 40% 41%

Reliability 33% 40% 27% 32%

Privacy & Online Safety 25% 30% 20% 26%

Accessibility for people of all ages and abilities 23% 18% 23% 27%

Cloud Services 19% 18% 23% 16%

Mobile Solutions 15% 13% 18% 13%

Environmentally Friendly/Green Computing 9% 9% 11% 7%

Business Impact/ROI 9% 8% 9% 9%

Usability 9% 6% 7% 16%

Regulatory or Policy Considerations 8% 9% 10% 6%

Competitive Differentiation 7% 11% 6% 4%

Citizenship/Social Responsibility 2% 2% 3% 2%

Rank 1+2

Most Important Business Considerations – By Organization Size


Rank 1+2

Total M- ORG Enterprise

Base 601 235 366

Security 37% 33% 40%

Reliability 33% 37% 30%

Privacy & Online Safety 25% 27% 24%

Accessibility for people of all ages and abilities 23% 23% 22%

Cloud Services 19% 16% 21%

Mobile Solutions 15% 13% 16%

Environmentally Friendly/Green Computing 9% 9% 9%

Business Impact/ROI 9% 10% 8%

Usability 9% 11% 8%

Regulatory or Policy Considerations 8% 7% 9%

Competitive Differentiation 7% 6% 8%

Citizenship/Social Responsibility 2% 2% 2%

Role of Accessibility Considerations – By Country


Total Germany US UK

Base 601 200 201 200

Accessibility strongly influences our business strategy 57% 58% 65% 49%

Accessibility is important when it comes to regulatory compliance issues 53% 48% 57% 55%

Accessibility is formally integrated into our product development cycle 40% 31% 43% 45%

Accessibility is an important way we differentiate our products and services from competitors 44% 44% 50% 39%

Accessibility is a part of our product usability testing 37% 28% 40% 43%

Accessibility is important when requested by customers 36% 37% 39% 33%

Accessibility is important when it is personally relevant to management 21% 15% 28% 20%

Others 0% 1% 1% -

Accessibility considerations plays no role 1% 2% - -

Role of Accessibility Considerations – By Organization Size


Total M-ORG Enterprise

Base 601 235 366

Accessibility strongly influences our business strategy 57% 58% 56%

Accessibility is important when it comes to regulatory compliance issues 53% 46% 58%

Accessibility is formally integrated into our product development cycle 40% 36% 42%

Accessibility is an important way we differentiate our products and services from competitors 44% 42% 46%

Accessibility is a part of our product usability testing 37% 33% 39%

Accessibility is important when requested by customers 36% 34% 37%

Accessibility is important when it is personally relevant to management 21% 18% 23%

Others 0% 1% 0%

Accessibility considerations plays no role 1% 0% 1%

Organization’s Accessibility Knowledge and Expertise – By Country

Total Germany US UK

Base 601 200 201 200

Top 2 Box knowledge and expertise 85% 81% 89% 84%

Very high knowledge and expertise 44% 38% 52% 41%

Above average knowledge and expertise 41% 43% 37% 43%

Average knowledge and expertise 13% 17% 10% 14%

Below average knowledge and expertise 1% 1% 1% 3%

Very low knowledge and expertise 0% 2% - -

Bottom 2 Box knowledge and expertise 2% 3% 1% 3%

Q3. How would you rate your ORGANIZATION’S knowledge and expertise on designing and building products that are accessible to people of all abilities?

Organization’s Knowledge and Expertise Considerations – By Organization Size

Total M-ORG ENTERPRISE

Base 601 235 366

Top 2 Box knowledge and expertise 85% 83% 86%

Very high knowledge and expertise 44% 32% 51%

Above average knowledge and expertise 41% 50% 35%

Average knowledge and expertise 13% 15% 13%

Below average knowledge and expertise 1% 2% 1%

Very low knowledge and expertise 0% 0% 1%

Bottom 2 Box knowledge and expertise 2% 3% 2%

Q3. How would you rate your ORGANIZATION’S knowledge and expertise on designing and building products that are accessible to people of all abilities?

Identification and Evaluation of Accessibility Knowledge of New Employees – By Country


Total Germany US UK

Base 601 200 201 200Included in job descriptions 68% 62% 73% 69%Job experience 63% 59% 70% 59%Formal Accessibility education 50% 46% 60% 44%Included statements of work 49% 50% 49% 48%Formal testing during recruitment 45% 39% 52% 45%Certifications 39% 35% 49% 34%History of past Accessibility work 37% 33% 46% 32%Business references, recommendations 35% 33% 41% 32%Accreditation 31% 25% 36% 34%Awards 30% 34% 33% 23%Professional memberships 28% 26% 31% 29%No methods used 4% 8% - 4%Others 1% 2% - -



Base 601 235 366Included in job descriptions 68% 71% 66%Job experience 63% 68% 59%Formal Accessibility education 50% 45% 53%Included statements of work 49% 48% 49%Formal testing during recruitment 45% 47% 44%Certifications 39% 40% 38%History of past Accessibility work 37% 35% 37%Business references, recommendations 35% 36% 35%Accreditation 31% 31% 32%Awards 30% 31% 29%Professional memberships 28% 35% 24%No methods used 4% 6% 2%Others 1% 1% 1%

Identification and Evaluation of Accessibility Knowledge of New Employees – By Org Size

Identification and Evaluation of Accessibility Knowledge of Vendors – By Country


Total Germany US UK

Base 601 200 201 200Business references, recommendations 46% 44% 52% 43%Certifications 44% 48% 47% 36%Accreditation 39% 37% 49% 33%History of past Accessibility work 39% 37% 42% 39%Awards 37% 41% 33% 37%Job experience 35% 34% 38% 35%Formal Accessibility education 32% 33% 32% 33%Professional memberships 32% 32% 33% 31%Included statements of work 32% 21% 44% 31%Formal testing during recruitment 28% 31% 25% 28%Included in job descriptions 25% 23% 27% 24%No methods used 7% 10% 3% 8%Others 1% 2% 0% -



Base 601 235 366Business references, recommendations 46% 43% 48%Certifications 44% 42% 45%Accreditation 39% 38% 40%History of past Accessibility work 39% 38% 40%Awards 37% 39% 36%Job experience 35% 34% 36%Formal Accessibility education 32% 31% 33%Professional memberships 32% 31% 33%Included statements of work 32% 32% 32%Formal testing during recruitment 28% 24% 30%Included in job descriptions 25% 23% 26%No methods used 7% 10% 5%Others 1% 1% 1%

Identification and Evaluation of Accessibility Knowledge of Vendors – By Organization Size

Identification and Evaluation of Accessibility Knowledge of Outsourced 3rd Parties – By Country


Total Germany US UK

Base 601 200 201 200Business references, recommendations 30% 33% 35% 24%Certifications 30% 32% 32% 28%Accreditation 28% 15% 38% 30%History of past Accessibility work 26% 24% 26% 30%Job experience 25% 23% 28% 26%Professional memberships 24% 20% 28% 26%Awards 23% 22% 26% 20%Included statements of work 21% 12% 28% 23%Formal Accessibility education 20% 18% 20% 21%Formal testing during recruitment 17% 16% 20% 16%Included in job descriptions 14% 12% 16% 15%Others 1% 2% 0% -No methods used 18% 21% 17% 17%



Base 601 235 366Business references, recommendations 30% 34% 28%Certifications 30% 30% 31%Accreditation 28% 25% 30%History of past Accessibility work 26% 27% 26%Job experience 25% 22% 28%Professional memberships 24% 22% 26%Awards 23% 23% 23%Included statements of work 21% 23% 19%Formal Accessibility education 20% 20% 20%Formal testing during recruitment 17% 15% 19%Included in job descriptions 14% 13% 15%Others 1% 0% 1%No methods used 18% 18% 18%

Identification and Evaluation of Accessibility Knowledge of Outsourced 3rd Parties – By Org Size

Additional Accessibility Knowledge – By Country

Q5. Which best describes the way your organization builds additional Accessibility knowledge?

Total Germany US UK

Base 601 200 201 200

We acquire Accessibility skills through internal training and hiring 45% 45% 43% 46%

We acquire Accessibility skills through a combination of outsourcing and internal training and hiring 34% 33% 37% 31%

We acquire Accessibility skills through outsourcing (i.e. consultants) 16% 14% 17% 17%

We promote formal mentorships 2% 4% 0% 3%

We encourage self-paced continued education 2% 4% 1% 2%

We don't invest in continued Accessibility education 1% 1% - 2%

We acquire A

...

We acquire ...

We acquire A

...

We prom

ote...

We encoura...

We don't in...

47%

28%16%

4% 3% 1%

43%37%

16%

2% 2% 1%

M- ORG Enterprise

Reasons Accessibility Doesn’t currently play important role – By Country

Q6. Should Accessibility play a more important role in how your organization designs and builds its products and services?

93%

7%YesNo

Total Germany US UK

Base 557 181 193 183Lack of resources 43% 27% 51% 49%Lack of understanding and education 29% 27% 35% 26%Low perceived ROI/Business value 29% 24% 29% 33%Unable to find qualified/knowledgeable employees 22% 23% 23% 19%Not relevant to our business strategy 18% 23% 16% 15%Unable to measure impact of Accessibility investments 17% 21% 18% 12%Not integrated into business processes including product development or testing 13% 13% 10% 15%Others 3% 4% 4% 1%

Accessibility playing more important role

Q7. Why is Accessibility not playing a more important role in your organization?

91%

10%YesNo 96%

4%YesNo 92%

9%YesNo

TotalN=601

GermanyN=200

USN=201

UKN=200

Factors That Will Help Accessibility Have a More Important Role – By Country

Q6. Should Accessibility play a more important role in how your organization designs and builds its products and services?

Accessibility playing more important role

Total Germany US UK

Base 44 19 8 17Greater customer demand 43% 42% 25% 53%More qualified employee pool 25% 37% 25% 12%Clear and simplified standards 25% 11% 25% 41%Better business case 20% 26% 25% 12%Compliance pressure 20% 16% 38% 18%Competitive pressure 20% 11% 38% 24%Others 5% - - 12%

Q8. What would it take to make Accessibility have a more important role in the design and building of your organization’s products and services?

93%

7%YesNo 91%

10%YesNo 96%

4%YesNo 92%

9%YesNo

TotalN=601

GermanyN=200

USN=201

UKN=200

Increased Importance of Accessibility Will Benefit Employees – By Country

Q9.What percentage of your customers would benefit from increasing the importance of Accessibility in your organization’s products and services?

Total Germany US UK

Base 601 200 201 200

0% 1% 1% 1% 1%

1% - 25% 24% 26% 20% 26%

26% - 50% 26% 28% 23% 27%

51% - 75% 26% 18% 33% 28%

76% - 99% 17% 24% 16% 12%

100% 6% 6% 6% 7%

Measuring Accessibility (Externally) – By Country

Total Germany US UK

Base 601 200 201 200Customer satisfaction with Accessibility 56% 50% 60% 60%Third-party reviews 46% 40% 57% 42%Market research tests with customers 46% 45% 47% 46%Number of customer complaints 39% 31% 48% 40%Online community feedback, blog reviews 39% 34% 47% 38%Media Coverage 37% 38% 43% 31%Usability testing 34% 36% 36% 30%Functional testing 33% 32% 39% 28%Internal product review 21% 17% 25% 20%Self-declaration of conformance with Accessibility standards 20% 18% 23% 21%We don't measure Accessibility 8% 16% 1% 7%Others 1% 1% - 2%


Measuring Accessibility (Internally) – By Country


Total Germany US UK

Base 601 200 201 200Usability testing 51% 46% 54% 53%Functional testing 50% 50% 53% 48%Number of customer complaints 49% 54% 49% 43%Internal product review 48% 45% 57% 44%Customer satisfaction with Accessibility 45% 48% 48% 39%Self-declaration of conformance with Accessibility standards 33% 39% 33% 28%Market research tests with customers 33% 31% 39% 29%Online community feedback, blog reviews 31% 30% 37% 28%Third-party reviews 29% 33% 31% 24%Media Coverage 28% 27% 30% 27%Others 0% 1% - 1%We don't measure Accessibility 6% 11% 1% 6%

Changes Affecting Industry – By Country

Q11. Has your company ever made changes to improve Accessibility [ACCESSIBILTY DEFINITION] of an IT product or service due to legal/regulatory/legislative actions that directly or indirectly affected your industry?

Total Germany US UK

Base 393 127 149 117

Top 2 Box 65% 63% 65% 68%

Very frequently 16% 15% 18% 14%

Frequently 49% 48% 47% 54%

Occasionally 28% 28% 28% 26%

Rarely 6% 8% 5% 5%

Never 1% 1% 1% 1%

Bottom 2 Box 7% 9% 7% 6%

Q12. How often have improvements to your products or services been required due to legal/ regulatory/legislative actions that directly or indirectly affected your industry?

65%

35% Yes

No 64%

37% Yes

No 74%

26% Yes

No59%

42% Yes

No

TotalN=601

GermanyN=200

USN=201

UKN=200

IT Procurement Decisions Affecting Industry – By Country

Q13. Has your company ever made IT procurement decisions based on legal/regulatory/legislative actions that directly or indirectly affected your industry?

Total Germany US UK

Base 415 127 158 130Top 2 Box 58% 61% 53% 61%Very frequently 13% 10% 15% 12%Frequently 45% 51% 38% 48%Occasionally 35% 34% 39% 32%Rarely 7% 5% 8% 7%Never - - - -Bottom 2 Box 7% 5% 8% 7%

Q14. How often have improvements to your IT procurement requirements been required due to legal/regulatory/legislative actions that directly or indirectly affected your industry?

69%

31% Yes

No 64%

37% Yes

No 79%

21% Yes

No 65%

35% Yes

No

TotalN=601

GermanyN=200

USN=201

UKN=200

Common Sources of Additional Accessibility Information – By Country


Total Germany US UK

Base 601 200 201 200Technology Standards (ARIA, WCAG, KCAG, ISO, W3C etc.) 49% 39% 63% 46%Professional Organizations 47% 37% 58% 47%Consultants 47% 51% 49% 42%Industry 47% 37% 53% 52%Conferences 38% 40% 43% 31%Internet Search 32% 36% 35% 26%Government 30% 29% 33% 30%Education Institutions 24% 20% 32% 22%Word of Mouth 19% 23% 18% 18%NGO (Non-governmental organization) 15% 10% 20% 17%Others 0% 1% - -We don't search for information on Accessibility 1% 3% - 1%


Total M-ORG Enterprise

Base 601 235 366

Technology Standards (ARIA, WCAG, KCAG, ISO, W3C etc.) 49% 37% 57%

Professional Organizations 47% 42% 51%

Consultants 47% 46% 48%

Industry 47% 47% 47%

Conferences 38% 35% 39%

Internet Search 32% 29% 35%

Government 30% 33% 29%

Education Institutions 24% 21% 27%

Word of Mouth 19% 24% 16%

NGO (Non-governmental organization) 15% 15% 16%

We don't search for information on Accessibility 1% 2% 1%

Common Sources of Additional Accessibility Information – By Organization Size

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microsoft accessibility survey research conducted and prepared for microsoft by blueocean market...

Documents

believed accessibility

accessibility wasnt

important role

bigger organizations

organizations tools

enterprise organizations

business support

important factor