consumer protection in the internal market€¦ · consumer protection in the internal market...

Special Eurobarometer

Consumer protection in the Internal Market

Fieldwork February – March 2006

Publication September 2006

Spe

cial

Eur

obar

omet

er 2

52 /

Wav

e 65

.1 –

TN

S O

pini

on &

Soc

ial

This survey was requested by Directorate General SANCO and coordinated by Directorate General Communication

This document does not represent the point of view of the European Commission. The interpretations and opinions contained in it are solely those of the authors.

European Commission

Consumer protection in the Internal Market EUROBAROMETER Special Report 252

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Table of contents

PRESENTATION ....................................................................................................... 2

1. Levels of cross-border shopping................................................................. 3

1.1. Cross-border shopping while on holidays, business or shopping trips ................ 7 1.2. Different forms of making domestic and cross-border purchases .................... 11

2. Factual aspects of cross-border shopping ................................................ 21

2.1. Advertisements....................................................................................... 21 2.2. Unsolicited advertising, coercion, unfair contract terms ................................ 24 2.3. Complaints............................................................................................. 30 2.4. Delivery................................................................................................. 38 2.5. Timeshare.............................................................................................. 39 2.6. Package holiday...................................................................................... 39

3. Consumer confidence and attitudes towards cross-border shopping........ 44

3.1. Level of confidence in cross-border purchases ............................................. 44 3.2. Reasons for lack of confidence in cross-border purchases.............................. 55 3.3. Future perspectives of cross-border purchases ............................................ 80

4. Indicators of consumer protection ........................................................... 84

4.1. Consumer protection measures ................................................................. 85

5. Safety of goods ...................................................................................... 102

6. Financial services................................................................................... 106

CONCLUSION....................................................................................................... 111


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PRESENTATION

The Internal Market ensures the free movement of goods, services, people and capital, which serves as a basis for the further evolution of cross border exchanges in the European Union. The constantly increasing degree of economic integration, along with the advent of the euro in twelve member states, has extended consumer choice even further. In tandem with the expansion of opportunities, Europeans should be able to enjoy the same levels of consumer protection across the European Union.

In this respect, the European Commission aims to achieve two key objectives: firstly, to ensure a common high level of protection from risks and threats to their safety and economic interests for all EU consumers, wherever they live, travel to or buy from in the EU; and, secondly to increase consumers' capacity to promote their own interests.1

In line with these goals, the European Commission’s Directorate-General for Health and Consumer Protection sought to poll consumers’ attitudes and experiences on cross-border transactions, as well as their views on certain consumer protection measures.

Interviews were conducted face-to-face in people’s homes in their national language between February 20 and March 24, 2006. The countries surveyed include the twenty-five member states of the European Union. The methodology used is that of the Standard Eurobarometer polls managed by the Directorate-General for Communication (Opinion Polls and Media Monitoring Unit). In the annex, a technical note details the interview techniques used by the institutes comprising the TNS Opinion & Social network, as well as levels of confidence.

The underlying objective of this analysis is to provide a picture of the actual volume of cross-border shopping in the European Union and of consumer protection measures that are likely to facilitate and encourage cross-border shopping. An additional aim is to explore the specific aspects of consumer trust or distrust in relation to cross-border purchases. Lastly, we will assess Europeans’ perceptions of national consumer protection systems. For each theme addressed, our analysis2 looks at the:

• European Union as a whole; • Individual countries; • Socio-demographic variables; • Other variables, which are systematically cross-tabulated with the results for each

question, include: compared to domestic providers, there is a greater risk of scam or fraud (results for QB23.2), and it is harder to trust in the safety of goods and services when purchasing from providers located in other EU countries (results for QB23.5); being not interested in cross-border shopping because of not having access to the Internet (results for QB21.4), as well as being not interested in making a cross-border transaction in the EU in the next 12 months (results for QB21.5).

At the same time, the European Commission's Directorate-General for the Internal Market polled citizens' attitudes and experiences on Internal Market measures, including some relating to consumer protection, Special Eurobarometer 254 "Internal Market".3

1 On 6 April 2005, the Commission adopted a Health and Consumer protection Strategy http://ec.europa.eu/comm/consumers/overview/programme_2007-2013_en.htm 2 In some cases, due to the rounding of figures, displayed sums can show a difference of one point with the sum of the individual cells. Also, it should be noted that the total percentages shown in the tables of this report may exceed 100% where the respondent is allowed to give several answers to a particular question. 3 http://ec.europa.eu/public_opinion/archives/eb_special_en.htm


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1. Levels of cross-border shopping Cross-border shopping is defined as being any purchases made from retailers or providers located in other European Union countries, either in person or via distance shopping, including : • Travelling to another country with the primary purpose of purchasing products or services there; • Purchases which are made in another European country on the occasion of a business trip or holidays (excluding products and services which are part of the trip itself, such as transport, accommodation, leisure activities, meals, etc.); • Distance shopping, via internet, by phone or by post from suppliers situated in other EU member states; and • Purchasing from sales representatives based in other European countries that may come and offer their products or services directly to consumers. Cross-border shopping does not include purchases of foreign-made products bought from retailers or suppliers situated in a respondent’s own country. This study deals only with purchases made by respondents as private consumers, and thus excludes those made on a professional basis. Questionnaire source: Merging QB1.1, QB 1.2, QB1.3, QB1.4 - Code 2 and QB1.1, QB1.2. 4 Before going into further detail, it is appropriate to provide a picture of the levels of cross-border shopping in the European Union. This figure shows the aggregation of those who made a cross-border purchase in the European Union using at least one of its forms. It comprises by consumers who have made a purchase while being abroad, by consumers who made a purchase at a distance (phone, post, and internet) and by those who made a purchase at home by sales representatives based in other European Union countries.

4 QB1. Please tell me if you have purchased any goods or services in the last 12 months, in (OUR COUNTRY) or elsewhere. 1. Via the Internet (website, email, etc.) QB1. Please tell me if you have purchased any goods or services in the last 12 months, in (OUR COUNTRY) or elsewhere. 2. By phone QB1. Please tell me if you have purchased any goods or services in the last 12 months, in (OUR COUNTRY) or elsewhere. 3. By post (catalogues, mail order, etc.) QB1. Please tell me if you have purchased any goods or services in the last 12 months, in (OUR COUNTRY) or elsewhere. 4. From a sales representative who visited you at your home or work place QB2. In the last 12 months, have you…? 1. Made a trip to another European Union country, primarily for shopping (TRIPS MADE FOR THIS PURPOSE, for purchasing clothes, electronics, etc.) QB2. In the last 12 months, have you…? 2. Taken the opportunity to purchase goods or services, whilst on holiday or on a business trip in another European Union country (excluding purchases linked to the trip such as travel accommodation, leisure activities, meals)


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Overall, in the past year, 26% of all Europeans have performed a cross-border purchase elsewhere in the Union. In Luxembourg (67%), Austria (56%), Denmark (54%) and Sweden (54%), the majority of the population have, in fact, done so. This might be explained by the small size and geographic location of the country in the case of Luxembourg, which enables citizens living there to have frequent contacts with their neighbours. A regular exchange of goods, services and people also exists between Denmark and Sweden. Citizens of southern countries seem to refrain from cross-border shopping as the low rates in Greece (7%), Portugal (11%) and Spain (11%) indicate.


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A similar question5 was asked in 2002 in the study “Public opinion in Europe: Views on business-to-consumer cross-border trade”6 and in 2003 in the study “Consumer protection in the European Union”7. Although the results are not directly comparable due to the different structure and wording of the questions and the coverage of the survey (only the EU15 in 2002 and 2003), it is interesting to briefly mention them. At the time of the survey in 2002, only 13% of the citizens of the 15 Member States claimed to have bought or ordered products or services for private use from shops or sellers located in another EU country during the previous 12 months and in 2003 this figure was 12%. Therefore it can be said that there is a significant increase in the volume of cross-border shopping since, in 2006, the figure for respondents in the EU15 reaches 28%. Questionnaire source: QB38 To be able to estimate the volume of cross-border shopping within the EU from another point of view, we could have a closer look into the value of such purchases during the past year. In the EU25 as a whole, more than a half of citizens (56%) who made at least one cross-border purchase, spent between 100€ - 999€ for goods and services offered by sellers/ providers located in other European Union countries.

QB3 In the last 12 months, approximately what was the total value of the goods or services you have purchased from sellers\ providers located in

other European Union countries?

Between 100 and 499 euros

5.000 euros or more

Between 500 and 999 euros; 12%

DK

Between 1.000 and 4.999 euros; 7%

Less than 100 euros

Refusal

28%

EU25

44%

12%

7%

2%

6%2%

Table refers to those who have made at least one EU-cross-border purchase.

5 Question in 2002 and 2003: Over the last 12 months, have you bought or ordered products or services for private use from shops or sellers located in another European Union counrty, or not? 6 http://ec.europa.eu/public_opinion/archives/ebs/ebs_175_fl128_en.pdf 7 http://ec.europa.eu/public_opinion/archives/ebs/ebs_193_en.pdf 8 QB3 In the last 12 months, approximately what was the total value of the goods or services you have purchased from sellers\ providers located in other European Union countries?


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One of the factors influencing the value of purchases is the level of wealth in different Member States. In Luxembourg, for instance, 24% have made purchases for a value of over 1000€ a year. On the other hand, citizens of the Czech Republic and the Baltic states appear to spend less when cross-border shopping; most cross-border shopper interviewees from these countries (Czech Republic – 48%, Estonia – 43%, Lithuania – 42% and Latvia – 42%) stated they had spent less than 100€ in the past 12 months on cross-border purchases. The same trend remains true for Slovak cross-border shoppers (36%), along with a high proportion of “don’t know’ answers (29%).

Less than 100 euros

Between 100 and 499

euros

Between 500 and 999

euros

Between 1.000 and

4.999 euros

5.000 euros or more Refusal DK

EU25

28% 44% 12% 7% 2% 2% 6%

BE 27% 47% 14% 7% 2% 1% 2%

CZ 48% 38% 4% 2% 2% 2% 4%

DK 30% 42% 13% 7% 2% 1% 4%

DE 26% 49% 12% 8% 1% 1% 4%

EE 43% 37% 6% 5% 2% 3% 4%

EL 17% 47% 17% 6% 4% 2% 8%

ES 18% 43% 11% 9% - 5% 14%

FR 31% 41% 11% 5% 1% 2% 8%

IE 28% 43% 10% 4% 1% - 14%

IT 19% 45% 14% 4% 3% 6% 9%

CY 5% 44% 23% 11% 3% 4% 10%

LV 42% 36% 10% 3% 1% 2% 6%

LT 42% 42% 9% 2% - 1% 3%

LU 11% 43% 15% 17% 7% 1% 6%

HU 40% 41% 10% 1% 2% 3% 3%

MT 17% 42% 15% 6% 3% - 18%

NL 34% 40% 14% 8% 2% 0% 1%

AT 18% 37% 21% 12% 3% 4% 6%

PL 35% 41% 10% 5% 1% 4% 5%

PT 22% 36% 10% 10% 2% 1% 20%

SI 32% 41% 10% 4% 2% 5% 6%

SK 36% 25% 6% 2% - 2% 29%

FI 22% 44% 16% 9% 2% 0% 7%

SE 26% 52% 8% 5% 1% 0% 7%

UK 29% 45% 9% 9% 2% 2% 3%

Regarding socio-demographic categories, it is worth mentioning that a higher number of young respondents, namely people between the age of 15 and 24 (39%) and students (41%) who have made at least one cross-border purchase, were more willing to spend up to 100€ last year for cross-border shopping compared to the EU25 average (28%).


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1.1. Cross-border shopping while on holidays, business or shopping trips

- The most widespread way of cross-border shopping - The questionnaire distinguished between in-person cross-border purchases made either during a trip with the primary purpose of shopping, or during holidays or business trips. Questionnaire source: QB2.29 According to the results, the most common form of cross-border shopping in the European Union is purchasing goods and services on the occasion of holidays or a business trip in another member state. Roughly one in five (19%) Europeans have bought something when they visited another EU country for a holiday or a business trip. On a national basis, the results are rather similar to the overall cross-border shopping figures. Swedish (44%), Danish (38%) and Finnish (38%) consumers are clearly above the EU average regarding cross-border purchases whilst on holiday or on a business trip. However, the opposite is the case with Greeks (5%), Spaniards (7%) and Portuguese (7%).

9 QB2. In the last 12 months, have you…? 2. Taken the opportunity to purchase goods or services, whilst on holiday or on a business trip in another European Union country (excluding purchases linked to the trip such as travel accommodation, leisure activities, meals).


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Age, education and professional status tend to influence cross-border purchasing patterns the most. Younger people (21%), especially at an employable age (25-39 and 40-54 years - 22% and 21% respectively) and people with higher education levels (completed their education aged 20+ years or still studying – 30%) are more likely to take the opportunity to shop abroad. The same holds true for managers (37%), the self-employed (25%) and other white collar workers (24%), whose occupations might require advanced studies. In the last year, a higher percentage of men (21%) than women (16%) have gone on a holiday or a business trip and purchased something. People with parents who were born in different EU countries seem to be more amenable to making purchases once they are abroad in the EU, since they probably travel more.


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QB2.2 In the last 12 months, have you…? Taken the opportunity to purchase goods or services, whilst on holiday or on a business trip in another European Union country (excluding purchases linked to the

trip).

19%

21%

16%

21%

22%

21%

13%

8%

17%

30%

25%

25%

37%

24%

17%

10%

12%

12%

25%

18%

28%

29%

21%

17%

18%

21%

81%

78%

83%

79%

77%

79%

86%

91%

82%

70%

75%

75%

63%

76%

82%

88%

87%

88%

75%

81%

71%

71%

79%

82%

81%

78%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

EU25

Sex

Male

Female

Age

15-24

25-39

40-54

55 +

Education (End of)

15

16-19

20+

Still Studying

Respondent occupation scale

Self- employed

Managers

Other white collars

Manual workers

House persons

Unemployed

Retired

Students

Parents' birth

2 born country

1 country EU

2EU

At least 1 outside EU

Subjective urbanisation

Rural villageSmall/

mid size townLarge town

Yes No DK


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Questionnaire source: QB2.110 Shopping trips to other European countries are not widespread in the EU. One in ten citizens (10%) claimed to have made a trip just for this purpose in the last 12 months. In contrast to this general picture, in some smaller member states, closer to the centre of the EU, such as Luxembourg (40%), Austria (36%) and Slovenia (32%), this rate is higher. Most probably this can be explained by the fact that citizens of these countries live geographically close to a border, which enables them to cross it regularly. Moreover, the cultural barriers to their neighbouring countries are not so significant. This is supported by the results of the Special Eurobarometer 254 "Internal Market"11.

QB2.1 In the last 12 months, have you…?Made a trip to another European Union country, primarily for shopping (TRIPS MADE FOR THIS PURPOSE, for purchasing

clothes, electronics, etc.)

27%

14%

17%

9%

11%

7%

8%

8%

4%

6%

4%

4%

6%

3%

2%

3%

3%

0%

3%

3%

0%

13%

22%

15%

13%

10%

13%

10%

10%

12%

10%

10%

6%

5%

7%

6%

5%

4%

6%

3%

5%

4%

4%

2%

2%

2%

2%

59%

63%

68%

77%

79%

80%

82%

82%

83%

84%

86%

89%

89%

89%

92%

92%

92%

93%

94%

92%

93%

94%

97%

96%

97%

98%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

LU

AT

SI

SK

BE

DK

DE

CZ

FI

NL

SE

EU25

FR

IE

UK

PL

EE

CY

PT

IT

HU

LV

MT

LT

ES

EL

Yes, several times Yes, but only once or twice No

10 QB2. In the last 12 months, have you…? 1. Made a trip to another European Union country, primarily for shopping (TRIPS MADE FOR THIS PURPOSE, for purchasing clothes, electronics, etc.) 11 http://ec.europa.eu/public_opinion/archives/eb_special_en.htm


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The most striking difference between the EU25 average and certain socio-demographic groups can be observed in terms of family background. People with parents from different EU countries (18% if one, and 17% if both parents were born in different EU countries) seem to be more likely to make trips primarily for shopping, most probably due to their multinational cultural background.

QB2.1 In the last 12 months, have you…?Made a trip to another European Union country, primarily for shopping (TRIPS MADE FOR

THIS PURPOSE, for purchasing clothes, electronics, etc.

Parents' birth

11%

18%

17%

89%

81%

83%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

EU25

1 country EU

2EU

Yes No DK 1.2. Different forms of making domestic and cross-border purchases Questionnaire source: QB1.112

QB1 At least one distance purchase - % country

Domestic Cross-border

EU25 41% 7%

SE 68% 16%

FI 63% 16%

UK 63% 9%

NL 62% 15%

FR 59% 9%

DK 58% 20%

DE 53% 6%

AT 48% 24%

CZ 46% 4%

EE 42% 12%

BE 38% 15%

SI 35% 8%

LV 31% 12%

PL 29% 3%

IE 28% 14%

SK 25% 3%

HU 24% 2%

MT 24% 16%

ES 19% 4%

IT 18% 5%

LT 18% 2%

LU 15% 40%

EL 8% 2%

PT 8% 2%

CY 5% 5%

12 QB1. Please tell me if you have purchased any goods or services in the last 12 months, in (OUR COUNTRY) or elsewhere. 1. Via the Internet (website, email, etc.).


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The most widely used form of purchasing at a distance is via the internet. More than a quarter (27%) of the EU population uses the internet to buy goods and services. The internet seems therefore to be well established as a retail medium. This is demonstrated even more when we measure the percentage of those with an internet connection at home who have made a purchase. Given its borderless nature, it might be expected that the internet means that consumers no longer distinguish between domestic and foreign websites. This is not the case as the incidence of internet shopping on a cross-border basis is lower than domestically.

QB1.1 Please tell me if you have purchased any goods or services in the last 12 months, in (OUR COUNTRY) or

elsewhere via the Internet (website, email, etc.)(MULTIPLE ANSWERS POSSIBLE)

EU25

23%

6%3%

1%

73%

0%

10%

20%

30%

40%

50%

60%

70%

80%

Yes, from aseller\

providerlocated in

(OURCOUNTRY)

Yes, from aseller\

providerlocated in

another EUcountry

Yes, from aseller\

providerlocated

outside theEU

Yes, but youdo not knowwhere the

seller\provider was

located

No

There are considerable differences among member states both in terms of having an internet connection at home and buying goods or services online. It is not surprising that customers from countries with a high rate of internet connections at home – such as the Netherlands (85%), Sweden (79%) and Denmark (74%), make the most purchases via internet (aggregated YES answers: the Netherlands-53%, Denmark-53% and Sweden-50%). (For a comparison of all countries, please see the tables below.)


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D46 Do you have an internet connection at home?YES

85%

79%

74%

66%

65%

56%

53%

52%

52%

51%

48%

48%

46%

46%

44%

38%

38%

34%

31%

31%

25%

23%

23%

19%

18%

17%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90%

NL

SE

DK

FI

LU

BE

UK

DE

SI

MT

EE

AT

FR

IE

EU25

CZ

ES

CY

IT

PL

LV

LT

PT

SK

HU

EL


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QB1.1 Please tell me if you have purchased any goods or services in the last 12 months, in (OUR COUNTRY) or elsewhere

via the Internet (website, email, etc.)(MULTIPLE ANSWERS POSSIBLE)

46%

45%

41%

34%

21%

30%

7%

26%

23%

17%

19%

21%

17%

16%

4%

11%

11%

10%

9%

8%

0%

4%

5%

3%

2%

19%

15%

7%

13%

18%

4%

28%

7%

6%

12%

12%

3%

4%

2%

11%

3%

4%

4%

1%

4%

1%

1%

2%

1%

46%

14%

4%

0% 5% 10% 15% 20% 25% 30% 35% 40% 45% 50%

DK

NL

SE

UK

FI

AT

DE

LU

FR

EU25

BE

IE

CZ

EE

PL

MT

IT

LV

SI

ES

HU

CY

LT

SK

PT

EL

Yes, from a seller\ provider located in (OUR COUNTRY)

Yes, from a seller\ provider located in another EU country


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Nevertheless, 50% of those citizens who have an internet connection at home buy goods and services online.13

Percentage of respondents who have made at least 1 purchase via internet in the past 12 months, in (OUR COUNTRY) or elsewhere.

BASE: Has an internet conncection at home

66%

61%

58%

58%

57%

55%

50%

47%

47%

47%

43%

42%

35%

32%

32%

30%

27%

24%

24%

21%

18%

16%

12%

12%

60%

69%

0% 50% 100%

UK

DK

NL

SE

FR

AT

FI

DE

EU25

CZ

IE

LU

BE

PL

LV

EE

MT

HU

IT

ES

SI

SK

PT

EL

CY

LT

When the results are considered for those who have purchased via the internet, not surprisingly those who have internet access at home belong significantly more often to this group than those who do not have an internet connection. In the group of those who have internet access at home, fewer of those aged over 55, and in parallel pensioners, house persons and of those with a low level of education indicate that they have made a cross-border purchase in another EU country online.

13 Merged questions: QB1.1 and D46 QB1. Please tell me if you have purchased any goods or services in the last 12 months, in (OUR COUNTRY) or elsewhere. 1. Via the Internet (website, email, etc.). D46 Which of the following goods do you have? An Internet connection at home.


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Looking at country results about the proportion of domestic and cross-border purchases among those respondents who have an internet connection at home, it can be observed, that with the exception of Luxembourg (cross-border online purchases 42% and domestic online purchases 9%), in all countries the proportion of domestic purchases is clearly higher. This is also the case in the UK (domestic purchases 65%, cross-border purchases 11%), Denmark (58% and 24%), the Netherlands (52% and 17%), Sweden (55% and 17%), and in France (52% and 15%). In Austria among those respondents who have an internet connection at home, both domestic (38%) and cross border online purchases (31%) reach a significant proportion. Understandably, in countries where internet penetration is low, the amount of online purchases – being domestic or cross-border - is also low. A disaggregation of further country results is due to the small sample size not representative and not reasonable. Questionnaire source: QB1.214 Acquiring goods and services by phone is another form of distance shopping. 15% of EU citizens polled claimed to have bought products in the previous 12 months using the phone, yet only 1% ordered them from a seller/provider located in another EU country. Taking into account only persons with at least one fixed or mobile telephone line, the outcome remains the same (15%).15

QB1.2 Please tell me if you have purchased any goods or services in the last 12 months, in (OUR COUNTRY) or

elsewhere. By phone

(MULTIPLE ANSWERS POSSIBLE)

EU25

14%

1% 1% 0%

84%

0%

10%

20%30%

40%

50%

60%70%

80%

90%

Yes, from aseller\

providerlocated in

(OURCOUNTRY)

Yes, from aseller\

providerlocated in

another EUcountry

Yes, from aseller\

providerlocated

outside theEU


seller\provider was

located

No

14 QB1. Please tell me if you have purchased any goods or services in the last 12 months, in (OUR COUNTRY) or elsewhere. 2. By phone. 15 Merged questions: QB1.2 and D43a, D43b QB1. Please tell me if you have purchased any goods or services in the last 12 months, in (OUR COUNTRY) or elsewhere. 2. by phone. D43a Do you own a fixed telephone in your household? D43b Do you own a personal mobile telephone?


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Ordering by phone is more popular in the UK (35%), Finland (32%) and Sweden (25%) than in the EU25 (15%) on average. At the other end of the scale, it is least popular in Portugal (2%), Greece (4%) and Cyprus (4%). Looking at socio-demographic aspects, the key factors are, again, age, educational level and occupation. Citizens aged 25-39 years (17%) and 40-54 years (18%) are keener on purchasing by phone than young people (15-24 years – 11%) or the elderly (55+ years – 13%). Of those who left full-time education at age 15 or earlier, only 9% shop on the phone, while for the more educated (those who ended their education at age 16-19 and aged 20 or more) this number jumps to 17% and 21%. Lastly, managers (24%), the self-employed (22%) and other white collar workers (17%) make use of this purchasing mode more often than the unemployed (15%), manual workers (14%), house persons (14%), the retired (12%) or students (9%). Questionnaire source: QB1.316 The same proportion of EU citizens has purchased goods and services in the past 12 months by post (27%) as via the internet (27%). Similarly, most of the orders have been made in the home country of respondents (25%), while the cross-border significance of this aspect is low.


by post (catalogues, mail order, etc.) (MULTIPLE ANSWERS POSSIBLE)

EU25

25%

2% 1% 1%

72%

0%

10%

20%

30%

40%

50%

60%

70%

80%

Yes, from aseller\ providerlocated in (OUR

COUNTRY)

Yes, from aseller\ provider

located inanother EU

country

Yes, from aseller\ providerlocated outside

the EU

Yes, but you donot know where

the seller\provider was

located

No

16 QB1. Please tell me if you have purchased any goods or services in the last 12 months, in (OUR COUNTRY) or elsewhere. 3. by post (catalogues, mail order, etc.)


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The popularity of this kind of distance shopping varies in the member states. In the following countries, between one-third and almost half of citizens buy things by post: Austria (46%), France (42%), Finland (41%), Germany (39%), Estonia (38%), Sweden (37%), Great Britain (37%) and the Czech Republic (33%). In another group of countries, consumers use mail order to satisfy their needs about as often as average Europeans (27%). This is the case in Latvia (32%), the Netherlands (29%), Slovenia (29%), Belgium (27%), Luxembourg (25%) and Slovakia (24%). In Denmark (21%), Hungary (18%), Poland (16%), Ireland (13%), Italy (12%), Lithuania (12%), Malta (12%) and Spain (11%) the results are below the EU25 average (27%). Lastly, only 5% of Portuguese, 4% of Greeks, and 3% of Cypriots have shopped by mail order in the last year. The socio-demographic data suggest only minor divergences. Apparently, women (30%) are keener on mail order than men (24%). As far as occupation is concerned, the major discrepancy between postal purchase percentages can be found between managers (35%) and students (22%), with the percentages of other professionals remaining close to the EU average (27%). In rural areas (30%), postal services are used 8 percentage points more frequently for purchasing purposes than in large cities (22%). This is probably due to more limited opportunities for in- person shopping and internet access.


- 19 -


by post (catalogues, mail order, etc.)

27%

24%

30%

25%

30%

29%

24%

19%

30%

32%

22%

28%

35%

29%

29%

26%

27%

24%

22%

30%

28%

22%

72%

75%

70%

74%

70%

70%

76%

80%

69%

68%

78%

72%

64%

70%

71%

73%

73%

75%

78%

70%

71%

77%

0% 20% 40% 60% 80% 100%

EU25

Sex

Male

Female

Age

15-24

25-39

40-54

55 +

Education (End of)

15

16-19

20+

Still Studying


Self- employed

Managers

Other white collars

Manual workers

House persons

Unemployed

Retired

Students


Rural villageSmall/

mid size townLarge town

Yes No DK


- 20 -

Questionnaire source: QB 1.417 Only 8% of European consumers have made a purchase at home or the work place from sales representatives.


from a sales representative who visited you at your home or work place


EU25

7%

1% 0% 0%

91%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Yes, from a seller\provider located in(OUR COUNTRY)


located in anotherEU country


located outside theEU



located

No

The only Member State with relatively high levels of shopping from sales representatives is Austria with (16%). The most striking socio-demographic figure is that 19% of self-employed professionals have purchased goods or services from a sales representative. This could perhaps be explained by the fact that self-employed workers have to manage their business independently, many from their own homes. It is possible that sales representatives may have recognised the higher level of potential demand from this segment of the population.

17 QB1. Please tell me if you have purchased any goods or services in the last 12 months, in (OUR COUNTRY) or elsewhere. 4. from a sales representative who visited you at your home or work place.


- 21 -

2. Factual aspects of cross-border shopping In this chapter, some issues of relevance to consumer protection will be presented from a cross-border point of view within the EU, thus providing us with a factual basis for further analysis. 2.1. Advertisements

- 57% of Europeans never encountered offers from another EU country - Questionnaire source: QB1118 Knowing what products are available in other countries and at what price is an important pre-condition for cross-border shopping. The survey shows that the level of cross-border shopping is still low. However, when we take the group of consumers who have “often” received offers encouraging them to make a cross-border shopping we see that 45% of them have made at least one cross-border purchase. This proportion is 39% for those who have “sometimes” been exposed to such advertisements. Most Europeans (57%) claim to have never come across advertisements or offers during the last 12 months which invited them to purchase goods or services directly from suppliers located in another EU member state. A further 12% claimed that this had happened only rarely. It is, however, not always easy to identify whether or not an ad is from another EU country. In 2002, the percentage of those who had not seen or heard advertising from another EU country was 55% and, in 2003, 63%. In 2006, 58% of residents of the EU15 had not come across advertisements or offers during the 12 months prior to this study. However, again the wording and structure of the question is not identical with the one asked in 2002 and 2003 and the results should be therefore considered with care.

18 QB11 In the last 12 months, have you received, seen or heard advertisements or offers which invited you to purchase goods or services directly from sellers\ providers located in other European Union countries (via the Internet, email, by post, leaflets in your post box, by telephone, on television, on radio, in newspapers, magazines, etc.)?


- 22 -

QB11 In the last 12 months, have you received, seen or heard advertisements or offers which invited you to purchase goods or

services directly from sellers\ providers located in other European Union countries

Often

Never

Rarely

DK

Sometimes

10%

EU25

57% 12%

17%

3%

In 11 countries, the majority of the population have come across cross-border offers. People from countries where cross-border shopping is more widespread have also come across advertisements from other EU member states more often. A noteworthy example is Luxembourg, where 72% of respondents have come across such ads and 67% have bought something from another EU state.


- 23 -

QB11 In the last 12 months, have you received, seen or heard advertisements or offers which invited you to purchase goods or services directly from sellers\ providers located in other European

Union countries

36%

26%

17%

16%

16%

13%

12%

17%

12%

19%

17%

15%

15%

14%

10%

15%

8%

10%

17%

6%

7%

10%

5%

8%

5%

10%

27%

29%

26%

29%

25%

31%

19%

23%

24%

19%

21%

20%

20%

17%

16%

16%

22%

17%

12%

17%

14%

14%

15%

14%

13%

8%

9%

13%

19%

17%

20%

12%

23%

14%

16%

12%

12%

13%

12%

11%

15%

9%

10%

12%

10%

14%

14%

7%

11%

7%

11%

5%

27%

29%

32%

34%

38%

41%

42%

43%

47%

46%

48%

52%

50%

55%

55%

57%

56%

57%

57%

61%

62%

68%

63%

69%

68%

76%

6%

4%

4%

3%

3%

3%

4%

4%

3%

5%

3%

4%

4%

5%

3%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

LU

DK

IE

AT

SI

MT

SK

SE

FI

ES

LV

BE

NL

PL

CZ

LT

UK

EU25

EE

PT

DE

EL

IT

FR

HU

CY

Often Sometimes Rarely Never DK

Like the observations relating to cross-border purchasing patterns, educational level and socio-economic status are also of major importance in regard to cross-border promotions. The elderly (55 years and over) seem to be less receptive to offers from other EU member states in that two-thirds of them (67%) have never seen such ads in the past year. It seems that ads can impact positively on the behaviour of consumers: interviewees who saw advertisements from other EU countries are more willing to make a cross-border purchase in the next 12 months.


- 24 -

2.2. Unsolicited advertising, coercion, unfair contract terms

- 58% of Europeans receive unsolicited ads -

2.2.1 Unsolicited or misleading advertisements and offers Questionnaire source: QB12.119 58% of EU citizens have received unsolicited commercial advertisements in the last 12 months, and the majority of the promotional materials originate from their own country. Regarding the source of the advertisements and offers, 47% are from domestic sellers, 10% from another EU country, 6% from outside the EU and 11% from unknown sources. Finns (76%), Dutch (76%) and Swedes (72%) receive the most unsolicited ads, while Cypriots (32%) and Portuguese (32%) receive the least.

QB12.1 Have you received unsolicited commercial advertisements or offers (cold calls, spam emails, direct

marketing, etc.) in the last 12 months in (OUR COUNTRY) or elsewhere?


EU25

47%

10%6%

11%

40%

0%5%

10%15%20%25%30%35%40%45%50%

Yes, from aseller\

providerlocated in

(OURCOUNTRY)

Yes, from aseller\

providerlocated in

another EUcountry

Yes, from aseller\

providerlocated

outside theEU


seller\provider

was located

No

19 QB12. Have any of the following happened to you in the last 12 months in (OUR COUNTRY) or elsewhere? 1. You received unsolicited commercial advertisements or offers (cold calls, spam emails, direct marketing, etc.)


- 25 -

Looking at socio-demographic trends, it can be observed that the higher a citizen’s educational level and occupational status, the more likely he/she will be the target of unsolicited advertisements or offers.

QB12.1 Have you received unsolicited commercial advertisements or offers (cold calls, spam emails, direct marketing, etc.) in the last

12 months in (OUR COUNTRY) or elsewhere?

58%

47%

58%

70%

59%

64%

73%

65%

56%

52%

52%

53%

59%

56%

59%

60%

40%

51%

41%

29%

40%

34%

26%

33%

43%

47%

47%

46%

40%

43%

40%

38%

0% 20% 40% 60% 80% 100%

EU25

Education (End of)

15

16-19

20+

Still Studying


Self- employed

Managers

Other white collars

Manual workers

House persons

Unemployed

Retired

Students


Rural village

Small/mid size town

Large town

Yes No DK


- 26 -

Questionnaire source: QB12.220 Misleading, deceptive or fraudulent advertisements21 are also a problem, 32% of the EU’s population has come across deceptive offers in the last year, mostly from domestic suppliers. No real discrepancies can be found among the member states.

QB12.2 Have you received, saw, or heard misleading, deceptive or fraudulent advertisements or offers in the last 12

months in (OUR COUNTRY) or elsewhere? (MULTIPLE ANSWERS POSSIBLE)

EU25

22%

5%3%

7%

63%

0%

10%

20%

30%

40%

50%

60%

70%

Yes, from aseller\

providerlocated in

(OURCOUNTRY)

Yes, from aseller\

providerlocated in

another EUcountry

Yes, from aseller\

providerlocated

outside the EU


seller\provider was

located

No

Questionnaire source: QB12.322 A rather high percentage, 6%, of respondents admitted that they have been deceived / misled by fraudulent advertising. There are no significant differences among socio-demographic categories.

20 QB12. Have any of the following happened to you in the last 12 months in (OUR COUNTRY) or elsewhere? 2. You received, saw, or heard misleading, deceptive or fraudulent advertisements or offers.

21 Misleading advertising is any advertising which, in any way, either in its wording or presentation: 1) deceives or is likely to deceive the persons to whom it is addressed or whom it reaches; 2) by reason of its deceptive nature, is likely to affect their economic behaviour or 3) for those reasons, injures or is likely to injure a competitor.

http://ec.europa.eu/comm/consumers/cons_int/safe_shop/mis_adv/index_en.htm

22 QB12. Have any of the following happened to you in the last 12 months in (OUR COUNTRY) or elsewhere? 3. You responded to a misleading, deceptive or fraudulent advertisement or offer by contacting the seller\ provider in some way (calling them, replying to an email, paying some money, etc.).


- 27 -

Questionnaire source: QB1323 As a consequence of the high number of unsolicited advertisements, 69% of EU citizens would be in favour of banning them. However, almost one in four Europeans (24%) opposes such a ban. Interestingly, it is not the people in those countries receiving the most unsolicited offers who are most in favour of banning them (i.e. Finland, the Netherlands and Sweden). In fact, a considerable number of Finns (40%), Poles (38%) and Maltese (36%) are against such a ban.

QB13 Would you be in favour or opposed to the banning of all unsolicited commercial advertisements or offers (cold calls, spam emails, direct marketing, etc.)?

86%

82%

78%

77%

76%

76%

73%

73%

72%

72%

71%

69%

69%

68%

66%

64%

64%

62%

60%

60%

59%

58%

58%

56%

55%

53%

10%

6%

17%

15%

22%

22%

24%

19%

27%

25%

26%

24%

28%

21%

26%

21%

29%

34%

29%

35%

40%

34%

30%

33%

38%

36%

3%

12%

6%

8%

3%

8%

4%

6%

3%

11%

8%

15%

7%

4%

10%

5%

8%

13%

11%

7%

11%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

UK

IE

CZ

AT

BE

NL

DK

PT

EL

FR

SE

EU25

DE

EE

SK

IT

LV

SI

ES

LU

FI

CY

LT

HU

PL

MT

In favour of banning Opposed to banning DK

It is worth mentioning that the older the respondent is, the more likely that he/she is to be in favour of a ban; 64% of young people aged 15-24, 68% of respondents aged 25-39 and 71% of both the 40-54 and 55 years or older age-groups are of this opinion. As might be expected, younger people are more permissive than the older segment of the population. 23 QB13 Would you be in favour or opposed to the banning of all unsolicited commercial advertisements or offers (cold calls, spam emails, direct marketing, etc.)?


- 28 -

2.2.2 Being unduly coerced or pressurized to purchase something Questionnaire source: QB1424 In the previous 12 months alone, 13% of the EU population feels they have been unduly coerced or pressurised to purchase something or sign up to a contract. Practices which coerce or pressure consumers are banned under the Unfair Commercial Practices directive, 2005/29/EC.

QB14 In the last 12 months, have you been unduly coerced or pressurised to purchase something or sign up to a contract?

24%

19%

17%

16%

16%

15%

15%

14%

14%

14%

13%

13%

13%

13%

11%

11%

10%

10%

9%

9%

8%

7%

7%

7%

5%

2%

76%

81%

78%

84%

83%

83%

85%

85%

86%

86%

86%

87%

86%

89%

89%

90%

87%

90%

90%

90%

93%

93%

93%

94%

97%

87%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

LV

EL

IT

CZ

FR

IE

UK

PL

SI

SK

EU25

BE

EE

MT

DE

FI

LU

AT

ES

PT

LT

CY

NL

SE

HU

DK

Yes No DK

This phenomenon is almost non-existent in Denmark (2%), but more widespread in Italy (17%), Greece (19%) and Latvia (24%). 24 QB14 In the last 12 months, have you been unduly coerced or pressurised to purchase something or sign up to a contract?


- 29 -

2.2.3 Unfair consumer contract terms25 Questionnaire source: QB1626 One in ten European consumers have come across what they considered to be unfair consumer contract terms in the past 12 months. The Unfair Contract Terms directive introduces the notion of "good faith" in order to prevent significant imbalances in the rights and obligations of consumers on the one hand and sellers and suppliers on the other hand. This general requirement is supplemented by a list of examples of terms that may be regarded as unfair.

QB16 In the past 12 months, have you come across what you regard as unfair consumer contract terms, particularly in

standard contracts or terms and conditions in (OUR COUNTRY) or elsewhere?


EU25

9%2% 0% 0%

87%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Yes, fromsellers\

providerslocated in

(OURCOUNTRY)

Yes, fromsellers\

providerslocated inother EUcountries

Yes, fromsellers\

providerslocated

outside the EU

Yes, fromsellers\

providersbased

somewhereunknown to

you

No

On a country-by-country basis, a certain divergence exists between the values of the EU average (10%) and those of Slovakia (18%) and the Czech Republic (28%). In socio-demographic terms, a higher proportion of respondents with advanced educational levels (who have ended their studies at age 20 or later – 16%) as well as the self-employed (18%), managers (14%) and other white collar workers (14%) have encountered unfair consumer contract terms. The relatively high rate of self-employed interviewees who were faced with such contract terms could be explained by the fact that they have to manage all issues of their business autonomously, including making agreements. 25 Contract terms define the rights and duties of the parties who are bound to them. In consumer contracts, sellers and suppliers possess a considerable advantage by defining the terms in advance that are not individually negotiated. Standard term contracts, however, facilitate commercial transactions and if abuses can be prevented, it can also work to the advantage of consumers.

http://ec.europa.eu/comm/consumers/cons_int/safe_shop/unf_cont_terms/index_en.htm

26 QB16 In the past 12 months, have you come across what you regard as unfair consumer contract terms, particularly in standard contracts or terms and conditions in (OUR COUNTRY) or elsewhere?


- 30 -

2.3. Complaints Questionnaire source: QB2427 Across the EU, 14% of Europeans have made some form of formal complaint in the past year. Making complaints in relation to cross-border purchases rarely arises in the Union. However, this percentage has to be interpreted in relation to the percentage of consumers who have actually made a cross-border purchase (26%).

QB24 In the last 12 months, have you made any kind of formal complaint by writing, by telephone or in person, to a seller\

provider? (MULTIPLE ANSWERS POSSIBLE)

EU25

14%

1% 0%

85%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

Yes, to sellers\providers located in

(OUR COUNTRY)

Yes, to selllers\providers located inanother EU country

Yes, to sellers\providers based

somewhereunknown to you

No

Country-by-country figures suggest that consumers in the Nordic states (Sweden-24%, Denmark-22% and Finland-19%) as well as in the Netherlands (26%), the UK (22%), Germany (19%) and Austria (19%) are more likely to launch a formal complaint than the average EU consumer (14%). Possibly, this can be partly attributed to cultural characteristics.

27 QB24 In the last 12 months, have you made any kind of formal complaint by writing, by telephone or in person, to a seller\ provider?


- 31 -

QB24 In the last 12 months, have you made any kind of formal complaint by writing, by telephone or in person, to a seller\

provider?

26%

24%

22%

22%

19%

19%

19%

14%

14%

13%

12%

11%

11%

11%

9%

9%

8%

8%

8%

6%

6%

6%

5%

5%

4%

3%

73%

76%

78%

78%

81%

80%

81%

85%

86%

86%

86%

89%

88%

91%

91%

91%

91%

92%

94%

93%

93%

95%

94%

95%

97%

88%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

NL

SE

DK

UK

DE

AT

FI

EU25

PL

MT

IT

CZ

IE

SK

BE

FR

ES

HU

SI

EE

LT

PT

CY

LV

LU

EL

Yes No DK

Regarding socio-demographic factors, it would appear that persons at an economically active age (25-39 years old (19%) and 40-54 years old (16%), with higher educational levels (meaning they ended their studies at age 20 or later – 21%) and the more highly ranked professions (managers -21%, the self-employed -20%, other white collar workers -20%) tend to be more assertive once they are not satisfied with a purchased item.


- 32 -

Questionnaire source: QB2528 A majority of European Union citizens who have submitted a formal complaint in the past 12 months have been satisfied with the way their request was dealt with (54%). Yet, a very high percentage of consumers (41%) were dissatisfied with the way their complaint was dealt with by sellers or providers.

QB25 In general, were you satisfied or not with the way your complaint(s) was(were) dealt with by the seller\ provider?

EU25

54%

41%

3% 2%

0%

10%

20%

30%

40%

50%

60%

Satisfied Not satisfied I did not receivean answer

DK

Table refers to those who have made any kind of formal complaints in the last 12 months.

It is notable that in the member states that were mentioned above as having the most complaints, the satisfaction level of consumers about how their claim was treated is also high. On the other hand, in Cyprus (65%) and in Hungary (66%) two-thirds of the complainants were dissatisfied.

28 QB25 In general, were you satisfied or not with the way your complaint(s) was (were) dealt with by the seller\ provider?


- 33 -

Questionnaire source: QB2629 Most EU citizens who were dissatisfied with the way their complaint was dealt with took no further action (51%). For most citizens that decided to take further action, their first point of call were consumer associations. The figure is, on average, higher in the case of the new member states (59%) than in the EU15 (49%).

QB26 What did you do when your complaint(s) was(were) not dealt with in a satisfactory manner?


EU25

14%

9%

6%4%

51%

18%

2%

0%

10%

20%

30%

40%

50%

60%

You asked for the

advice of a

consumer

assoc iation

You asked for the

advice of a solic itor

You brought the

matter to an

arbitration\

mediation\

conc iliation body

You brought the

matter to court

You took no further

ac tion

O ther

(SPO NTA NEO US)

DK

Table refers to those who have made any kind of formal complaints in the last 12 months.

The bases at country level are too small for carrying out a reliable analysis on this question.

29 QB26 What did you do when your complaint(s) was (were) not dealt with in a satisfactory manner?


- 34 -

2.3.1 Warranty30 Questionnaire source: QB1531 15% of European consumers have tried to assert their warranty rights in the past 12 months, almost all of them have done so in their home countries.

QB15 Have you tried to replace, repair, ask for a price reduction or cancel a contract within your warranty rights in

the last 12 months? (MULTIPLE ANSWERS POSSIBLE)

EU25

15%

83%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

Yes No

In line with the figures described above about complaints in general, consumers in the Nordic countries (Denmark-32%, Finland-23%, Sweden-20%), in the Czech Republic (32%), the Netherlands (24%), Germany (23%), Slovakia (23%), Austria (18%) and the UK (17%) have made more use of their warranty rights than the average consumer in the Union (15%). At the same time, consumers in countries in the southern part of the EU (Greece-4%, Cyprus-4%, Portugal-6% and Spain-8%) have made less use their warranty rights than the average consumer in the Union (15%). 30 Its main element is that the seller has to guarantee the conformity of the goods with the contract for a period of two years after the delivery of the goods. Certain standards exist for assessing when conformity can be assumed and when not. If the goods are not delivered in conformity with the sales contract, consumers can ask for the goods to be repaired, replaced, reduced in price or for the contract to be rescinded.

http://ec.europa.eu/comm/consumers/cons_int/safe_shop/guarantees/index_en.htm

31 QB15 If you buy goods which do not conform to the original sales contract or which show a defect within two years of delivery, you have the right to ask for the goods to be replaced, repaired, reduced in price or for the contract to be cancelled. Did you try to replace, repair, ask for a price reduction or cancel a contract for this in the last 12 months?


- 35 -

When socio-demographic characteristics are examined, a greater proportion of respondents at an economically active age (the 25-39 and 40-54 age-groups), with higher educational levels, as well as managers and the self-employed, have tried to assert their warranty rights than interviewees belonging to other socio-demographic subcategories.


- 36 -

2.3.2 Cooling- off period The technical term “cooling-off period” indicates the legal right to return a product or cancel a contract for a purchase made on the Internet, by phone, by post or from a sales representative, within a defined time period without paying a penalty. Questionnaire source: QB532 14% of European distance shoppers have tried to return products or cancel a contract within the cooling-off period after purchasing on the internet, by phone or by post.

QB5 In the last 12 months, have you tried to return a product or cancel a contract, within the cooling-off period, after having

purchased something by Internet, phone or post in (OUR COUNTRY) or elsewhere in the European Union?

EU25

14%

1%

82%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

Yes, from sellers\ providerslocated in (OUR COUNTRY)and the sellers\ providers

accepted this

Yes, from sellers\ providerslocated in another EU

country and the sellers\providers accepted this

No

Table refers to those who have made at least one purchase via internet or phone or post within the EU.

32 QB5 You have the legal right to return a product or cancel a contract for a purchase made on the Internet, by phone or by post within … (ADAPT NATIONALLY) days without paying a penalty. This is known as the cooling-off period. In the last 12 months, have you tried to return a product or cancel a contract, within the cooling-off period, after having purchased something by Internet, phone or post in (OUR COUNTRY) or somewhere else in the European Union?


- 37 -

Questionnaire source: QB633 Like the previously described trend, returning a product or cancelling a contract during the cooling-off period after having bought something from a sales representative is not prevalent in the EU either. 84% of doorstep purchasers have made no claims of this kind in the past year. However, the amount of accepted requests after cross-border purchases is 2 percentage points higher (3%) than it is in the case of distance shopping.

QB6 In the last 12 months, have you tried to return a product or cancel a contract, within the cooling-off

period, after having purchased something from a sales representative at home or at the work place?


EU25

10%

3%

84%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

Yes, from companieslocated in (OUR

COUNTRY) and it wasaccepted

Yes, from companieslocated in another EU

country and it wasaccepted

No

Table refers to those who have made at least one purchase from a sales representative within the EU.

33 QB6 You have the legal right to return a product or cancel a contract from doorstep selling within... (ADAPT NATIONALLY) days without paying a penalty. This is known as the cooling-off period. Now, thinking about anything you have bought from a sales representative at home or at the work place, in the last 12 months, have you tried to return a product or cancel a contract within the cooling-off period?


- 38 -

2.4. Delivery - Almost one in four European consumers have encountered delivery problems in a

distance purchase - Questionnaire source: QB434 75% of European distance shoppers have not encountered the most common delivery problems, namely delay or non-delivery, in the past 12 months. As most distance purchases are carried out at national level, accordingly, most delivery failures occur at that same level. The most frequent inconvenience is delivery delay in the home country (16%).

QB4 During the past 12 months have any of the following situations happened to you when purchasing something at a distance for example on the Internet, by phone or mail, either in

(OUR COUNTRY) or elsewhere? (MULTIPLE ANSWERS POSSIBLE)

EU25

16%

4%2%

0%

75%

2%

0%

10%

20%

30%

40%

50%

60%

70%

80%

A delay in thedelivery ofsomething

purchased from aseller\ providerlocated in (OUR

COUNTRY)

You purchasedsomething from aseller\ providerlocated in (OUR

COUNTRY) and itwas not delivered at

all

A delay in thedelivery ofsomething

purchased from aseller\ provider

located in anotherEU country

You purchasedsomething from aseller\ provider

located in anotherEU country and it

was not delivered atall

None of these(SPONTANEOUS)

DK

Table refers to those who have made at least one purchase via the internet or phone or post.

At the national level, delivery delay will be focused on, since it is the most frequent problem cited. Country results can be deceptive, given the relatively low number of distance shoppers in several member states. This remark particularly concerns Greece and Cyprus where, on the one hand, distance purchases are made extremely rarely and, on the other hand, figures relating to domestic delivery delays suggest quite low rates: 5% for Cyprus and 7% for Greece. French (24%), Slovak (24%) and British (22%) distance shoppers have had to put up with the most delays in their home countries. Cross-border delivery delays have caused greatest inconvenience to respondents in Luxembourg; 18% of the online, phone or post orders from another EU member state have arrived late in Luxembourg, which is – it should be added – the country where most cross-border purchases are made EU-wide.

34 QB4 During the past 12 months have any of the following situations happened to you when purchasing something at a distance, for example, on the Internet, by phone or mail, either in (OUR COUNTRY) or elsewhere?


- 39 -

2.5. Timeshare The term “timeshare” means that the consumer is given the right to spend a set period every year in the same property for a number of years. Questionnaire source: QB1835 97% of Europeans have not purchased a “timeshare” in the past year. Austria is the only country where a noticeable volume of timeshare products have been bought in the past year with a figure of 9% of Austrians having paid for this service. 4% of Austrians have encountered problems when purchasing such products. Individual country results and socio-demographic figures show no real divergence. Indeed, because of the low figures recorded, an analysis of the difficulties encountered in the purchase of timeshare products would not be meaningful or reliable. 2.6. Package holiday The term “package holiday” means a combination of transport and accommodation arrangements from an EU based company. Questionnaire source: QB1936 14% of Europeans have purchased a "package holiday" product in the past 12 months.

QB19 In the past 12 months, have you purchased a package holiday, that is to say a combination of

transport and accommodation arrangements from a company based in the European Union?

EU25

10%

2% 1%

86%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Yes, one Yes, two Yes, three ormore

No

35 QB18 In the past 12 months, have you purchased a "timeshare" or a similar product, that is to say the right to spend a set period every year in the same property for a number of years? 36 QB19 In the past 12 months, have you purchased a package holiday, that is to say a combination of transport and accommodation arrangements from a company based in the European Union?


- 40 -

In contrast to the general picture, nearly one-third of Danes (31%), Irish (30%), Luxembourgish (30%) and Austrians (30%) have purchased such vacation services in the past year.

QB19 In the past 12 months, have you purchased a package holiday, that is to say a combination of transport and accommodation arrangements from a company based in the European Union?

31%

30%

30%

30%

27%

26%

23%

21%

21%

16%

15%

14%

13%

11%

8%

8%

7%

5%

5%

5%

4%

3%

3%

3%

3%

2%

69%

67%

70%

69%

72%

74%

77%

79%

79%

83%

85%

86%

86%

92%

92%

93%

94%

94%

94%

96%

97%

97%

96%

97%

97%

89%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

DK

IE

LU

AT

SE

BE

NL

DE

FI

UK

CZ

EU25

IT

SI

ES

FR

SK

EE

CY

MT

HU

EL

LV

PL

PT

LT

Yes No DK


- 41 -

Citizens with higher educational levels and with professions which might require advanced studies which would result in their being wealthier, tend to invest more in package holidays.

QB19 In the past 12 months, have you purchased a package holiday, that is to say a combination of transport and

accommodation arrangements from a company based in the European Union?

14%

19%

22%

18%

13%

9%

8%

12%

11%

86%

81%

78%

82%

87%

90%

92%

87%

88%

0% 20% 40% 60% 80% 100%

EU25


Self- employed

Managers

Other white collars

Manual workers

House persons

Unemployed

Retired

Students

Yes No DK


- 42 -

Questionnaire source: QB20.137 11% of European consumers who have bought package holidays in the past year were not satisfied with the amount of information the operator had given them prior to the trip.

QB20.1 Thinking about package trips you have taken in the last 12 months, do you agree or not with the following statements? Sufficient information was given to you

by the package holiday operator prior to your departure.

5%

5%

5%

6%

6%

6%

7%

7%

7%

7%

10%

10%

11%

12%

12%

14%

15%

16%

16%

20%

27%

30%

60%

95%

88%

93%

93%

90%

93%

93%

90%

92%

92%

90%

87%

90%

75%

85%

86%

76%

83%

41%

84%

59%

72%

59%

61%

61%

4%

14%

4%

3%

12%

4%

24%

11%

20%

12%

9%

17%

43%

4%

6%

5%

8%

40%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

PT

MT

EL

DK

LU

SE

DE

NL

FI

BE

SI

SK

CZ

FR

PL

EU25

UK

IE

ES

HU

CY

LV

AT

LT

EE

IT

Tend to disagree Tend to agree DK

Table refers to those who have purchased at least one package holiday in the last 12 months.

Due to too small bases of respondents in 14 countries, it is impossible to reach any further conclusions on a country or socio-demographic level. 37 QB20. In general terms, thinking about package trips you have taken in the last 12 months, do you agree or not with the following statements? 1. Sufficient information was given to you by the package holiday operator prior to your departure for example on the itinerary, type and category of transport, type and category of accommodation, meals, insurance policy, cancellation policy.


- 43 -

Questionnaire source: QB20.238 The broad majority (82%) of European package holiday vacationers were satisfied with the trip they had purchased. Yet, (12%) of European consumers do not think that the package holiday product they purchased was in practice as it was marketed to them prior to their departure. It has to be emphasised again that, due to the overall limited number of package holiday purchases, results by countries and by socio-demographic factors can lead to misrepresentations. Among the unemployed (27%) and house persons (23%) twice as many dissatisfied package holidaymakers in percentage point terms could be found as among average EU holidaymakers (12%).

38 QB20. In general terms, thinking about package trips you have taken in the last 12 months, do you agree or not with the following statements? 2. The package holiday (transport arrangements, accommodation, meals, etc.) was as it was marketed to you by the operator prior to departure.


- 44 -

3. Consumer confidence and attitudes towards cross-border shopping In this section, an attempt is made to explore the underlying reasons influencing consumer confidence towards cross border shopping 3.1. Level of confidence in cross-border purchases

Mistrust and lack of knowledge characterize Europeans’ attitude to cross-border shopping

Questionnaire source: QB22.139 Europeans on average tend to be less confident when purchasing online from providers located in an EU country other than their own. 30% claim that such purchases would not make a difference to them, while a relative, but nevertheless clear majority of respondents (45%) would feel less confident buying goods or services via the internet from other EU member states. Although Finns (40%) and Swedes (50%) use the internet for shopping significantly more often than average Europeans (27%) do, their mistrust in providers from other EU countries gives cause for concern: 73% of Finnish and 64% of Swedish citizens have less confidence in foreign than domestic suppliers.

39 QB22. For each of the following, would you be more confident, as confident or less confident making purchases from providers located in other European Union countries compared to purchases from providers located in (OUR COUNTRY)? 1. Purchasing goods or services via the Internet.


- 45 -

QB22.1 Would you be more confident, as confident or less confident purchasing goods or services via the Internet from providers located in other European

Union countries compared to purchases from providers located in (OUR COUNTRY)?

3%

6%

3%

4%

3%

5%

4%

4%

3%

8%

4%

41%

39%

39%

39%

33%

35%

33%

33%

31%

30%

32%

31%

30%

28%

29%

26%

26%

27%

27%

23%

23%

22%

16%

19%

19%

14%

40%

47%

17%

50%

42%

27%

53%

36%

27%

47%

59%

51%

45%

35%

56%

53%

42%

40%

64%

56%

56%

42%

59%

28%

73%

55%

16%

11%

43%

10%

19%

35%

10%

28%

38%

19%

9%

15%

23%

32%

13%

18%

30%

32%

8%

19%

19%

34%

17%

50%

7%

29%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

CZ

DK

ES

NL

LU

PL

EL

IT

LT

AT

BE

SI

EU25

HU

FR

SK

IE

PT

SE

DE

UK

EE

MT

LV

FI

CY

More confident in another EU country As confident Less confident in another EU country DK


- 46 -

QB22.1 More confident in

another EU country As confident

Less confident in another EU country

DK

D46 Internet

connection

No internet

connection

Internet connection

No internet

connection

Internet connection

No internet

connection

Internet connection

No internet

connection

EU25 3% 2% 41% 21% 47% 43% 9% 34%

BE 2% 0% 43% 18% 52% 67% 3% 15%

CZ 3% 4% 55% 32% 37% 42% 6% 22%

DK 2% 2% 44% 26% 49% 42% 5% 30%

DE 2% 2% 32% 13% 59% 53% 7% 33%

EE 3% 1% 33% 12% 46% 37% 17% 50%

EL 11% 3% 46% 31% 41% 55% 2% 12%

ES 3% 1% 56% 28% 17% 17% 24% 54%

FR 3% 1% 41% 19% 53% 60% 5% 20%

IE 3% 1% 39% 15% 45% 40% 13% 44%

IT 4% 3% 48% 26% 31% 38% 17% 33%

CY 3% 2% 22% 10% 58% 53% 17% 35%

LV 7% 3% 32% 14% 34% 25% 27% 58%

LT 7% 4% 46% 26% 32% 25% 15% 45%

LU 8% 2% 44% 14% 39% 48% 10% 36%

HU 8% 3% 44% 25% 33% 36% 16% 36%

MT 14% 1% 24% 8% 57% 62% 6% 28%

NL 2% 1% 41% 26% 52% 40% 6% 34%

AT 3% 4% 43% 18% 43% 52% 11% 27%

PL 6% 2% 51% 28% 26% 27% 16% 43%

PT 4% 1% 49% 20% 33% 42% 15% 37%

SI 4% 1% 47% 15% 43% 59% 6% 25%

SK 8% 2% 42% 23% 45% 55% 6% 21%

FI 2% 1% 23% 11% 74% 72% 2% 15%

SE 1% 1% 32% 7% 63% 67% 4% 25%

UK 2% 1% 34% 12% 58% 54% 6% 33%

Corresponding with the results regarding internet purchasing in general, age, education and occupation are the factors that influence these figures the most.


- 47 -

Questionnaire source: QB22.240 All the trends seen for the former question, can also be observed in the analysis of levels of confidence when making cross-border purchases by phone or by post. However, there are slight differences in the absolute percentages. All in all, Europeans would be even less confident about using these means of distance purchases. On the EU-level, 9 percentage points more of citizens (54%) would feel less confident about cross-border shopping by phone or post than by the internet. In all member states, the level of confidence of respondents in providers from foreign countries is lower when making purchases by phone or post than it is via the internet. Finns (78%) and Swedes (75%) are, again, the most sceptical on this issue.

QB22.2 Would you be more confident, as confident or less confident purchasing goods or services by phone or post from providers located in other European Union

countries compared to purchases from providers located in (OUR COUNTRY)?

3%

4%

3%

4%

4%

5%

3%

3%

3%

36%

36%

33%

34%

32%

30%

29%

27%

27%

30%

26%

27%

26%

27%

26%

22%

22%

23%

23%

21%

21%

20%

19%

18%

18%

13%

51%

21%

33%

53%

60%

49%

47%

32%

41%

60%

56%

58%

54%

68%

62%

66%

48%

68%

50%

32%

65%

49%

67%

78%

75%

64%

12%

41%

32%

12%

5%

17%

22%

36%

27%

9%

14%

14%

18%

5%

9%

9%

27%

8%

25%

45%

12%

29%

13%

3%

6%

22%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

CZ

ES

PL

SI

EL

LU

IT

LT

HU

NL

AT

SK

EU25

BE

DK

MT

PT

FR

IE

LV

DE

EE

UK

FI

SE

CY


40 QB22. For each of the following, would you be more confident, as confident or less confident making purchases from providers located in other European Union countries compared to purchases from providers located in (OUR COUNTRY)? 2. Purchasing goods or services by phone or post.


- 48 -

Questionnaire source: QB22.341 Comparing cross-border purchases from sales representatives with cross-border distance shopping methods, some divergences can be observed in the trends analysed previously. Overall, exactly half of Europeans (50%) would feel less confident when buying goods and services from a sales representative originating in another EU country. It should be recalled that 91% of EU citizens have not purchased anything via doorstep selling in the past 12 months, so, here, an opinion that is not based on personal experience is being measured. Belgians (67%), French (65%), Finns (62%) and Britons (61%) have the greatest mistrust of sales representatives from other EU member states.

QB22.3 Would you be more confident, as confident or less confident purchasing goods or services from sales representatives at your home or work located in other European Union countries compared to purchases from providers located in (OUR COUNTRY)?

3%

4%

4%

4%

4%

6%

4%

3%

3%

3%

4%

5%

4%

3%

4%

3%

38%

39%

38%

36%

34%

34%

33%

31%

34%

32%

29%

29%

29%

28%

29%

30%

26%

29%

24%

26%

25%

22%

24%

21%

19%

19%

46%

47%

20%

56%

41%

49%

37%

51%

52%

53%

49%

50%

40%

42%

36%

56%

31%

62%

55%

67%

65%

30%

60%

43%

58%

61%

12%

12%

39%

4%

21%

13%

26%

12%

11%

14%

18%

19%

28%

27%

32%

12%

39%

7%

16%

6%

9%

45%

14%

33%

19%

17%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

CZ

NL

ES

EL

IT

SK

HU

MT

SI

DK

LU

EU25

IE

PT

PL

SE

LT

FI

AT

BE

FR

LV

DE

EE

CY

UK


41 QB22. For each of the following, would you be more confident, as confident or less confident making purchases from providers located in other European Union countries compared to purchases from providers located in (OUR COUNTRY)? 3. Purchasing goods or services from sales representatives at your home or work.


- 49 -

Questionnaire source: QB22.442 EU citizens have greatest confidence in in-person cross–border shopping, which is not surprising since this is the most common form of such purchases. 35% would be as confident in buying goods and services during holidays, on a shopping or business trip elsewhere in the Union as at home. Nevertheless, the relative majority of Europeans (44%) would still feel less confident when purchasing in another EU member state.

QB22.4 Would you be more confident, as confident or less confident purchasing goods or services from a seller\provider located in other European Union countries whilst on holiday, on a shopping trip or a

business trip elsewhere in the European Union?

2%

4%

3%

10%

7%

5%

7%

10%

2%

4%

4%

2%

2%

4%

3%

6%

2%

3%

4%

3%

3%

3%

4%

2%

3%

4%

54%

49%

49%

39%

38%

39%

37%

33%

41%

39%

39%

41%

40%

36%

35%

32%

35%

33%

31%

31%

30%

29%

27%

27%

25%

20%

35%

34%

40%

38%

30%

35%

40%

20%

53%

25%

44%

50%

55%

55%

44%

49%

20%

37%

52%

38%

58%

55%

35%

59%

51%

25%

10%

13%

8%

14%

25%

21%

16%

37%

4%

32%

13%

6%

3%

4%

18%

13%

43%

27%

14%

28%

9%

13%

34%

12%

21%

51%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

NL

CZ

DK

MT

HU

IT

LU

LT

BE

PL

SI

SE

FI

EL

EU25

AT

ES

PT

SK

IE

FR

UK

EE

DE

CY

LV


42 QB22. For each of the following, would you be more confident, as confident or less confident making purchases from providers located in other European Union countries compared to purchases from providers located in (OUR COUNTRY)? 4. Purchasing goods or services from a seller\ provider whilst on holiday, on a shopping trip or a business trip elsewhere in the European Union.


- 50 -

In all the four previous questions, a remarkable proportion of EU citizens have no opinion on these issues. This is due to the fact that the vast majority of Europeans have not made such purchases at all in the past one year. At national level, lack of direct experience especially in cross-border terms manifests itself even more radically in the percentage of “DK” –responses in the following countries: Baltic states (Latvia, Lithuania and Estonia), Spain, Poland, Portugal and Hungary. Socio-demographic trends seem to relate to the same socio-demographic groups in all the four former questions. (For the concrete results for each question, please see tables below). High percentages of consumers over 55 years old and pensioners have no opinion on these subjects as, most probably, they have no experience in these forms of shopping. It can be reasonably assumed that lack of familiarity is an underlying reason behind the high rate of “DK” responses among house persons and citizens who finished their full time education at age 15. Additionally, certain trends can also be observed: the younger, the more educated a person is and the higher socio-economic status he/she has, the higher the probability that he/she feels as confident purchasing from an EU-based foreign provider as purchasing from a domestic one. These respondents, in fact, make the most purchases in all the above discussed forms of distance shopping. Lastly, interviewees who refrain from cross-border shopping in general because of the putative greater risk of scam and fraud or because of supposed mistrust of safety in other EU–countries are, subsequently, less confident making cross-border purchases via the internet, by phone or post, from a sales representative or in-person.


- 51 -

QB22.1 Would you be more confident, as confident or less confident purchasing goods or services via the Internet from providers located in other European

Union countries compared to purchases from providers located in (OUR COUNTRY)?

30%

34%

26%

41%

37%

33%

16%

16%

28%

41%

44%

40%

44%

39%

30%

22%

28%

15%

44%

25%

53%

24%

53%

21%

38%

45%

44%

46%

43%

45%

45%

46%

44%

49%

43%

41%

41%

44%

46%

48%

43%

47%

46%

41%

55%

27%

56%

28%

46%

47%

23%

20%

25%

12%

15%

20%

36%

39%

21%

14%

11%

16%

9%

13%

20%

33%

23%

37%

11%

18%

16%

17%

14%

31%

13%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

EU25

Sex

Male

Female

Age

15-24

25-39

40-54

55 +

Education (End of)

15

16-19

20+

Still Studying


Self- employed

Managers

Other white collars

Manual workers

House persons

Unemployed

Retired

Students

Greater risk of scam or fraud

Agree

Disagree

Harder to trust safety of goods and services

Agree

Disagree

No cross border shopping as no Internet access

Agree

Disagree



- 52 -

QB22.2 Would you be more confident, as confident or less confident purchasing goods or services by phone or post from providers located in other

European Union countries compared to purchases from providers located in (OUR COUNTRY)?

26%

32%

31%

28%

17%

17%

24%

34%

36%

37%

35%

31%

25%

22%

23%

16%

36%

22%

47%

21%

46%

54%

53%

54%

53%

56%

53%

57%

53%

50%

47%

54%

55%

56%

50%

54%

57%

50%

65%

35%

66%

38%

18%

13%

14%

16%

25%

29%

16%

11%

11%

14%

10%

12%

17%

27%

20%

25%

11%

12%

14%

11%

13%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

EU25

Age

15-24

25-39

40-54

55 +

Education (End of)

15

16-19

20+

Still Studying


Self- employed

Managers

Other white collars

Manual workers

House persons

Unemployed

Retired

Students


Agree

Disagree


Agree

Disagree



- 53 -

QB22.3 Would you be more confident, as confident or less confident purchasing goods or services from sales representatives at your home or work located in other European Union countries compared to purchases from providers located in (OUR COUNTRY)?

3%

4%

4%

4%

4%

6%

4%

3%

3%

3%

4%

5%

4%

3%

4%

3%

38%

39%

38%

36%

34%

34%

33%

31%

34%

32%

29%

29%

29%

28%

29%

30%

26%

29%

24%

26%

25%

22%

24%

21%

19%

19%

46%

47%

20%

56%

41%

49%

37%

51%

52%

53%

49%

50%

40%

42%

36%

56%

31%

62%

55%

67%

65%

30%

60%

43%

58%

61%

12%

12%

39%

4%

21%

13%

26%

12%

11%

14%

18%

19%

28%

27%

32%

12%

39%

7%

16%

6%

9%

45%

14%

33%

19%

17%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

CZ

NL

ES

EL

IT

SK

HU

MT

SI

DK

LU

EU25

IE

PT

PL

SE

LT

FI

AT

BE

FR

LV

DE

EE

CY

UK



- 54 -

QB22.4 Would you be more confident, as confident or less confident purchasing goods or services from a seller\provider located in other European Union countries whilst on

holiday, on a shopping trip or a business trip elsewhere in the European Union?

35%

42%

41%

37%

24%

22%

33%

46%

48%

46%

48%

43%

32%

25%

32%

24%

48%

31%

57%

30%

58%

44%

41%

42%

44%

48%

46%

48%

40%

36%

36%

40%

42%

48%

45%

47%

48%

36%

54%

26%

55%

28%

18%

13%

14%

16%

26%

30%

16%

11%

12%

14%

9%

11%

17%

27%

19%

26%

12%

12%

12%

12%

10%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

EU25

Age

15-24

25-39

40-54

55 +

Education (End of)

15

16-19

20+

Still Studying


Self- employed

Managers

Other white collars

Manual workers

House persons

Unemployed

Retired

Students


Agree

Disagree


Agree

Disagree



- 55 -

3.2. Reasons for lack of confidence in cross-border purchases

- Two-thirds of Europeans think there are more potential problems when making cross-border purchases rather than domestic purchases -

Consumers’ attitudes and feelings towards cross-border shopping are often based on perceptions that are not rooted on actual experiences. Interviewees may form their opinion according to their estimation of the existence of preconditions they consider as necessary for making a cross-border purchase. Such premises can be, for instance, being able to afford to travel abroad, having the financial resources for such purchases, knowing a foreign language or having access to infrastructure facilities (internet, telephone) necessary for distance shopping. However, their judgement may be influenced by prejudices or fear of the unknown. In each of the following seven questions, the comparatively high proportion of “don’t know” answers should be noted. This is probably due to a lack of experience in making cross-border purchases. This seems to be the case particularly in countries such as Spain, the Baltic states (Latvia, Estonia and Lithuania), Poland and Portugal.

QB23 To what extent do you agree or disagree with this:Compared to providers located in (OUR COUNTRY), when purchasing from providers located in

other EU countries …

AGREEEU25

71%68%

66% 65% 64%

56%

33%

0%

10%

20%

30%

40%

50%

60%

70%

80%

It is harder toresolve

problems suchas complaints,returns, pricereductions,guarantees,

etc.

There is agreater risk offalling victimof a scam or

fraud

There is agreater

chance ofhavingdelivery

problems withgoods orservices

There aremore problems

returning aproduct youbought byInternet,

phone or postwithin thecooling-off

period

It is harderto trust thesafety ofgoods andservices

Sellers\providers areless likely to

respectconsumerprotection

laws

Sellers\providers

often refuseto sell or

deliver goodsor services

because youare not

resident intheir country


- 56 -

Questionnaire source: QB23.143 Over two-thirds of Europeans (71%) think it is harder to resolve problems such as complaints, returns, price reductions, guarantees, when purchasing from providers located in other EU countries compared to the ones based in their home country. In countries where consumers feel to be more adequately protected (see question 28.6 in chapter 4), it is possible that citizens doubt that in other EU member states they would enjoy a similarly high standard of protection. This could be the case in the Netherlands, in Finland, in Sweden and in Germany. Cypriots’ and Greeks’ scepticism might be explained by a general doubt about the effectiveness of complaining: they do not make formal complaints in general (see question 24).

QB23.1 To what extent do you agree or disagree with this:Compared to providers located in (OUR COUNTRY), when purchasing from

providers located in other EU countries it is harder to resolve problems such as complaints, returns, price reduction.

91%

84%

80%

79%

77%

77%

77%

77%

76%

74%

74%

72%

72%

71%

69%

69%

68%

67%

67%

66%

66%

62%

59%

58%

53%

48%

8%

9%

15%

11%

19%

12%

15%

9%

11%

15%

9%

14%

16%

14%

19%

20%

12%

23%

20%

12%

19%

13%

22%

19%

17%

17%

7%

5%

10%

4%

11%

8%

14%

13%

11%

17%

13%

12%

15%

12%

11%

20%

10%

13%

22%

15%

25%

19%

23%

29%

35%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

FI

DE

BE

CY

EL

NL

SK

SE

FR

CZ

UK

DK

AT

EU25

HU

SI

LT

LU

MT

IE

IT

EE

PT

PL

LV

ES

Agree Disagree DK

43 QB23. For each of the following statements, please tell me to what extent you agree or disagree with it. Compared to providers located in (OUR COUNTRY), when purchasing from providers located in other European Union countries… 1. It is harder to resolve problems such as complaints, returns, price reductions, guarantees, etc.


- 57 -

Questionnaire source: QB23.244 68% of EU citizens consider there is a greater risk of falling victim to scams and fraud when purchasing from suppliers located in another EU country than from providers from in their home country. 19% do not think there is a greater risk, while 12% have no opinion on this topic. Almost one in three (30%) Czechs do not fear suppliers based in another EU member state more than domestic suppliers. On the other hand, Finns (88%) have the greatest reservations about providers located in other EU countries in this respect, which is not surprising considering the results of questions on confidence (see QB22.1, 22.2, 22.3, 22.4).

QB23.2 To what extent do you agree or disagree with this: Compared to providers located in (OUR COUNTRY), when purchasing from

providers located in other European Union countries there is a greater risk of falling victim of a scam or fraud.

88%

87%

80%

80%

78%

78%

77%

75%

75%

74%

73%

69%

69%

68%

68%

68%

67%

66%

66%

64%

62%

61%

61%

58%

57%

48%

11%

6%

14%

14%

20%

20%

15%

10%

12%

18%

19%

23%

20%

19%

24%

23%

16%

26%

25%

15%

30%

25%

22%

24%

17%

20%

7%

5%

6%

2%

2%

8%

15%

13%

7%

8%

8%

11%

12%

8%

8%

18%

8%

9%

20%

8%

14%

17%

18%

26%

31%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

FI

CY

DE

SK

BE

EL

SE

IE

UK

AT

DK

FR

HU

EU25

MT

NL

LT

LU

SI

EE

CZ

IT

PT

PL

LV

ES

Agree Disagree DK

44 QB23. For each of the following statements, please tell me to what extent you agree or disagree with it. Compared to providers located in (OUR COUNTRY), when purchasing from providers located in other European Union countries… 2. There is a greater risk of falling victim to a scam or fraud.


- 58 -

Questionnaire source: QB23.345 Two-thirds of Europeans (66%) think there is a greater chance of delivery delays when they order goods or services from providers located in other EU countries. 20% do not think there is a higher chance of delivery problems under the same conditions, and 14% have no opinion. As seen in the case of question 1 (QB1.1, 1.2, 1.3), Luxembourgers have made the most cross-border purchases via the internet (28%), by phone (6%) and by post (19%) and, as a result, have encountered the most cross-border delivery problems (27%) (see QB4). However, 26% of Luxembourg’s citizens (six percentage points more than the European average) do not feel that there is a greater chance of having delivery problems when purchasing from providers in other EU countries rather than in Luxembourg. A significant proportion of Czechs are also quite trusting regarding the quality of delivery (27%). Confidence in their own well-functioning consumer protection system could, in this case, also be behind the considerable reservations of citizens in some member states, especially in Finland (83%).

QB23.3 To what extent do you agree or disagree with this: Compared to providers located in (OUR COUNTRY), when purchasing from providers

located in other EU countries there is a greater chance of having delivery problems with goods or services.

83%

81%

80%

79%

74%

74%

74%

73%

72%

71%

70%

70%

68%

66%

66%

66%

66%

65%

65%

65%

63%

63%

59%

58%

54%

47%

15%

9%

17%

19%

17%

20%

16%

14%

12%

17%

23%

21%

23%

20%

24%

23%

23%

27%

15%

26%

21%

20%

16%

24%

17%

17%

2%

9%

3%

2%

9%

7%

10%

14%

16%

12%

8%

9%

9%

14%

10%

11%

10%

8%

21%

8%

15%

16%

24%

18%

28%

36%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

FI

CY

EL

BE

AT

SK

SE

UK

IE

HU

DE

FR

NL

EU25

DK

MT

SI

CZ

LT

LU

IT

PT

EE

PL

LV

ES

Agree Disagree DK

45 QB23. For each of the following statements, please tell me to what extent you agree or disagree with it. Compared to providers located in (OUR COUNTRY), when purchasing from providers located in other European Union countries… 3. There is a greater chance of having delivery problems with goods or services.


- 59 -

Questionnaire source: QB23.446 As concerns the "cooling off" period, the EU population’s direct experience regarding this issue is extremely limited, the 20% “DK” answers is easily explained. 65% of Europeans think there are more problems asserting their rights during the cooling-off period vis-à-vis providers from other EU member states than domestic providers. The most sceptical EU consumers regarding this issue are the Finns (85%).

46 QB23. For each of the following statements, please tell me to what extent you agree or disagree with it. Compared to providers located in (OUR COUNTRY), when purchasing from providers located in other European Union countries… 4. There are more problems returning a product you bought by Internet, phone or post within the cooling-off period of … (ADAPT TO COUNTRY) days.


- 60 -

Questionnaire source: QB23.547 64% of those polled have greater difficulty in trusting the safety of goods and services purchased from providers located in other EU countries rather than in their home country. 22% do not find it harder to trust the safety of purchases from other EU member states and 14% have no opinion. Around one-third of Czech (39%), Slovene (33%) and Luxembourgish (30%) citizens do not find it harder to trust in providers who are based elsewhere in the EU in regard to the safety of goods and services. Quite the reverse is true for Finns and Cypriots, 80% of whom feel more mistrust regarding safety issues when purchasing from suppliers in other EU countries. However, the reasons for distrust might be different in these two countries, since in all general confidence questions (see QB22.1, 22.2, 22.3, 22.4) their results are diametrically opposed.

47 QB23. For each of the following statements, please tell me to what extent you agree or disagree with it. Compared to providers located in (OUR COUNTRY), when purchasing from providers located in other European Union countries… 5. It is harder to trust the safety of goods and services.


- 61 -

Questionnaire source: QB23.648 A clear majority (56%) of Europeans agree, while almost one-quarter (24%) disagree, that providers from other EU countries are less likely to respect consumer protection laws than suppliers from their home country. 20% do not feel they are familiar enough with this topic to give an opinion on it. As Belgians and Finns are the most convinced that domestic sellers/providers respect their rights as consumers (see QB28.7: Belgium-83% and Finland-88%), it is not surprising that it is these same respondents (Belgium-73% and Finland-71%) who doubt the most that suppliers of other EU countries could provide an equivalent level of respect of their rights. On the other hand, as Greeks are the least satisfied with how their consumer rights are respected by Greek providers (see QB28.7: Greece-53%), 41% of them do not think that their consumer rights would be less respected if they were to purchase from a provider in another EU member state.

48 QB23. For each of the following statements, please tell me to what extent you agree or disagree with it. Compared to providers located in (OUR COUNTRY), when purchasing from providers located in other European Union countries… 6. Sellers\ providers are less likely to respect consumer protection laws.


- 62 -

Questionnaire source: QB23.749 The EU population is quite divided on the issue as to whether sellers/providers in other EU countries often refuse to sell/deliver goods or services because a client is not resident in their country. One-third (33%) of Europeans consider this is the case, one-third (33%) believe the opposite and one-third (33%) are uncertain about this question. The majority of Belgian (56%), Finnish (54%), Luxembourgish (54%) and Czech (51%) citizens do not think suppliers in other European Union countries would refuse to sell/deliver goods or services to them because they do not actually live in the same country.

QB23.7 To what extent do you agree or disagree with this: […] Sellers\ providers often refuse to sell or deliver goods or services because

you are not resident in their country.

50%

44%

43%

43%

41%

40%

39%

38%

37%

36%

35%

33%

33%

33%

31%

31%

30%

29%

29%

28%

28%

28%

26%

24%

17%

17%

27%

16%

32%

41%

29%

24%

20%

40%

46%

43%

27%

33%

30%

30%

54%

40%

56%

34%

27%

54%

38%

22%

51%

28%

40%

23%

39%

24%

16%

30%

36%

41%

22%

17%

21%

39%

33%

37%

42%

39%

15%

30%

15%

37%

45%

18%

34%

52%

25%

55%

44%

24%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

AT

IE

SI

SK

MT

UK

LT

DE

EL

DK

PT

EU25

CY

PL

IT

FI

FR

BE

NL

EE

LU

HU

ES

CZ

LV

SE

Agree Disagree DK

49 QB23. For each of the following statements, please tell me to what extent you agree or disagree with it. Compared to providers located in (OUR COUNTRY), when purchasing from providers located in other European Union countries… 7. Sellers\ providers often refuse to sell or deliver goods or services because you are not resident in their country.


- 63 -

In socio-demographic terms, two outcomes, that can be observed at QB23.1, characterize all seven questions: firstly, there are a higher proportion of “DK” replies among persons over 55 years old, as well as among pensioners (19%), citizens who finished their full time education at age 15 (21%) and house persons (22%). Secondly, 87% of people who are afraid of becoming a victim to a scam or fraud, as well as those who find it harder to trust safety standards in another EU country than in their home country, also tend to think that it would be harder to resolve problems that arise elsewhere in the EU. Conversely, 44% of respondents who are not afraid of falling victim to a scam or fraud and 38% of those who do not find it harder to trust safety standards in another EU member state, do not consider it harder to resolve problems like complaints elsewhere in the Union either. In the case of questions 23.2 - 23.7, an additional trend can be observed too: more highly educated people and persons with higher socio-economic status are less likely to be afraid of falling victim to a scam or fraud simply because the provider is located in another EU country.

QB23.2 To what extent do you agree or disagree with this: Compared to providers located in (OUR COUNTRY), when purchasing from providers located in other European Union countries there is a greater risk of falling victim of a

scam or fraud.

68%

69%

71%

64%

67%

64%

65%

66%

71%

65%

69%

72%

67%

89%

37%

19%

14%

18%

27%

24%

28%

26%

25%

18%

16%

19%

13%

24%

8%

58%

12%

17%

11%

9%

9%

8%

9%

9%

12%

19%

12%

16%

9%

3%

5%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

EU25

Education (End of)

15

16-19

20+

Still Studying


Self- employed

Managers

Other white collars

Manual workers

House persons

Unemployed

Retired

Students


Agree

Disagree

Agree Disagree DK


- 64 -

QB23.3 To what extent do you agree or disagree with this: Compared to providers located in (OUR COUNTRY), when purchasing from providers located in other EU countries there is a greater chance of having

delivery problems with goods or services.

66%

67%

69%

62%

68%

62%

61%

65%

68%

64%

71%

68%

68%

86%

32%

87%

38%

20%

13%

19%

28%

23%

28%

30%

24%

19%

15%

18%

14%

23%

10%

63%

10%

57%

14%

20%

12%

10%

9%

10%

9%

11%

13%

21%

12%

18%

9%

4%

6%

4%

5%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90%100%

EU25

Education (End of)

15

16-19

20+

Still Studying


Self- employed

Managers

Other white collars

Manual workers

House persons

Unemployed

Retired

Students


Agree

Disagree


Agree

Disagree

Agree Disagree DK


- 65 -

QB23.4 To what extent do you agree or disagree with this: […] there are more problems returning a product you bought by

Internet, phone or post within the cooling-off period.

65%

63%

67%

64%

69%

66%

63%

67%

66%

62%

70%

63%

69%

81%

42%

84%

42%

15%

9%

14%

20%

19%

19%

22%

19%

15%

12%

13%

9%

19%

9%

42%

8%

44%

20%

28%

18%

16%

13%

15%

15%

14%

19%

27%

17%

28%

13%

10%

15%

8%

14%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90%100%

EU25

Education (End of)

15

16-19

20+

Still Studying


Self- employed

Managers

Other white collars

Manual workers

House persons

Unemployed

Retired

Students


Agree

Disagree


Agree

Disagree

Agree Disagree DK


- 66 -

QB23.5 To what extent do you agree or disagree with this: Compared to providers located in (OUR COUNTRY), when purchasing from providers located in other European Union countries it is harder

to trust the safety of goods and services.

64%

66%

67%

59%

60%

60%

57%

63%

67%

64%

67%

66%

60%

83%

28%

22%

13%

20%

31%

29%

31%

34%

28%

18%

15%

20%

14%

29%

12%

65%

14%

21%

13%

10%

11%

9%

9%

9%

15%

21%

12%

20%

11%

5%

7%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

EU25

Education (End of)

15

16-19

20+

Still Studying


Self- employed

Managers

Other white collars

Manual workers

House persons

Unemployed

Retired

Students


Agree

Disagree

Agree Disagree DK


- 67 -

QB23.6 To what extent do you agree or disagree with this: Compared to providers located in (OUR COUNTRY), when purchasing from providers located in other European Union countries sellers\ providers are

less likely to respect consumer protection laws.

56%

56%

60%

53%

49%

48%

52%

55%

60%

52%

61%

60%

49%

73%

26%

78%

22%

24%

15%

22%

31%

35%

36%

34%

30%

20%

20%

22%

14%

35%

15%

64%

12%

70%

20%

29%

18%

16%

16%

16%

14%

15%

20%

28%

17%

26%

16%

12%

10%

10%

9%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90%100%

EU25

Education (End of)

15

16-19

20+

Still Studying


Self- employed

Managers

Other white collars

Manual workers

House persons

Unemployed

Retired

Students


Agree

Disagree


Agree

Disagree

Agree Disagree DK


- 68 -

QB23.7 To what extent do you agree or disagree with this: […] Sellers\ providers often refuse to sell or deliver goods or services

because you are not resident in their country.

33%

35%

35%

29%

33%

30%

28%

29%

37%

36%

36%

34%

33%

43%

17%

46%

15%

33%

22%

32%

43%

43%

43%

46%

40%

30%

25%

34%

24%

43%

30%

62%

28%

66%

33%

43%

33%

28%

24%

27%

26%

31%

33%

40%

30%

42%

24%

27%

21%

26%

18%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90%100%

EU25

Education (End of)

15

16-19

20+

Still Studying


Self- employed

Managers

Other white collars

Manual workers

House persons

Unemployed

Retired

Students


Agree

Disagree


Agree

Disagree

Agree Disagree DK


- 69 -

Independently of the aforementioned reasons influencing consumers' lack of confidence, there are other factors which explain the levels of cross-border shopping in the European Union: concern about language difficulties, lack of information, no internet access, but also simply the fact that people prefer to shop in-person. Questionnaire source: QB21.150 One in three Europeans (33%) are prepared to purchase goods and services in another European Union language. For the great majority (62%), using a foreign language would constitute a barrier to cross-border shopping.

QB21.1 Thinking generally about cross border shopping to what extent do you agree or disagree with this:

You are prepared to purchase goods and services using another European Union language.

EU25

11%

22%20%

42%

6%

0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

Totally agree Tend to agree Tend todisagree

Totallydisagree

DK

Not surprisingly, due to the economic and geographic characteristics of the country, people are most prepared to use a foreign language when buying goods or services from suppliers in other EU countries in multilingual Luxembourg (85%). What is more, 59% of the Luxembourg poll totally agreed with this idea. Citizens of member states like the Netherlands (69%), Sweden (60%) and Denmark (59%) are also quite willing to use another EU language when cross-border shopping. In contrast, Hungarians (77%), Greeks (73%) and Irish (72%) have the most inhibitions to using a foreign EU language when engaging in cross-border shopping.

50 QB21. Thinking generally about purchasing goods or services from sellers\ providers located elsewhere in the European Union, which we refer to as "cross-border shopping", please tell me to what extent you agree or disagree with each of the following statements. 1. You are prepared to purchase goods and services using another European Union language.


- 70 -


You are prepared to purchase goods and services using another European Union language.

85%

69%

60%

59%

52%

51%

46%

46%

45%

41%

39%

35%

33%

33%

32%

32%

31%

30%

29%

28%

27%

27%

25%

24%

20%

18%

12%

28%

38%

39%

43%

49%

51%

54%

54%

56%

54%

62%

66%

63%

60%

66%

62%

64%

66%

73%

66%

62%

64%

72%

77%

3%

3%

3%

5%

3%

3%

6%

2%

4%

6%

9%

3%

7%

7%

6%

7%

14%

13%

8%

5%

62%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

LU

NL

SE

DK

MT

BE

SI

FI

CZ

CY

EE

FR

DE

AT

EU25

LV

SK

LT

UK

PT

EL

PL

IT

ES

IE

HU

Agree Disagree DK

There are several noteworthy tendencies among socio-demographic groups. The younger, the better educated and the higher a respondent’s socio-economic status, the more likely he/she is prepared to use a foreign EU language for making cross-border purchases. Furthermore, having a multicultural, and, therefore, often multilingual, family background certainly makes cross-border shopping in a foreign language easier.


- 71 -

Agree Disagree DK EU25 32% 62% 6% Sex Education (End of)

Male 37% 57% 6% 15 13% 79% 8%

Female 28% 66% 6% 16-19 27% 67% 6%

Age 20+ 52% 45% 4%

15-24 48% 45% 6% Still Studying 56% 39% 5%

25-39 40% 54% 6% Respondent occupation scale

40-54 31% 64% 4% Self- employed 39% 55% 6%

55 + 20% 74% 7% Managers 56% 41% 3%

Parents' birth Other white collars

41% 55% 4%

2 born country 31% 63% 6% Manual workers 29% 65% 6%

1 country EU 44% 53% 3% House persons 20% 72% 8%

2EU 53% 42% 4% Unemployed 29% 65% 6%


41% 53% 5% Retired 18% 76% 7%

Subjective urbanisation Students 56% 39% 5%

Rural village 29% 66% 5% Small/ mid size town

33% 62% 6% Large town 37% 56% 7% Questionnaire source: QB21.251 Two in three Europeans (67%) do not know where they could get information and advice about cross-border shopping in the Union, while 24% claim that they do.


You know where to get information and advice about cross border shopping in the European Union.

EU25

7%

17%

24%

43%

9%

0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

50%

Totallyagree

Tend toagree

Tend todisagree

Totallydisagree

DK

51 QB21. Thinking generally about purchasing goods or services from sellers\ providers located elsewhere in the European Union, which we refer to as "cross border shopping", please tell me to what extent you agree or disagree with each of the following statements. 2. You know where to get information and advice about cross border shopping in the European Union.


- 72 -

Special EB254 “Internal market” QD18 The European Commission offers the following services to help citizens concerning their rights in the Single Market. Which of the following services have you heard of? (MULTIPLE ANSWERS POSSIBLE)

Your Europe

SOLVIT Citizens Signpost Service

FIN-NET

Europe Direct

European Consumer Centres

(Euroguichets)

None (SPONTANEOUS)

DK

EU25 4% 2% 3% 2% 6% 11% 69% 9%

BE 8% 3% 2% 2% 3% 13% 75% 1%

CZ 5% 1% 6% 4% 8% 16% 55% 14%

DK 3% 1% 1% 2% 12% 8% 73% 5%

DE 4% 1% 1% 3% 6% 19% 72% 3%

EE 4% 2% 1% 4% 8% 9% 64% 17%

EL 4% 2% 3% 4% 10% 16% 72% 3%

ES 3% 2% 6% 2% 5% 8% 72% 12%

FR 3% 0% 1% 2% 6% 9% 76% 6%

IE 9% 6% 5% 2% 10% 12% 57% 15%

IT 3% 4% 4% 3% 3% 5% 62% 18%

CY 5% 2% 9% 3% 16% 18% 58% 10%

LV 3% 1% 2% 3% 7% 10% 66% 13%

LT 3% 2% 5% 2% 3% 12% 54% 24%

LU 3% 4% 1% 2% 8% 19% 63% 7%

HU 4% 2% 5% 1% 8% 6% 66% 15%

MT 8% 5% 3% 2% 10% 9% 58% 19%

NL 8% 4% 2% 4% 6% 6% 72% 6%

AT 6% 5% 9% 2% 5% 18% 50% 13%

PL 7% 2% 4% 1% 5% 17% 64% 9%

PT 3% 2% 2% 3% 4% 9% 73% 14%

SI 7% 4% 7% 3% 6% 12% 69% 5%

SK 12% 2% 7% 4% 14% 17% 47% 15%

FI 10% 2% 10% 5% 6% 10% 65% 6%

SE 9% 2% 4% 2% 16% 30% 55% 2%

UK 2% 3% 2% 1% 6% 6% 77% 7%

The results from the Special EB 254 (February, March 2006) confirm this lack of familiarity with information sources: the majority of respondents in every Member State, except Slovakia, state that they have not heard any of the information services provided by the EU to help citizens concerning their rights in the Single Market. Not surprisingly, the elderly and those with a low level of education are less knowledgeable of these information sources than their younger and more educated counterparts. As knowing a foreign language makes more information accessible, there is a plausible relationship between the results of the previous and the current question.


- 73 -

While citizens of Luxembourg (55%) and the Netherlands (41%) are the most aware of information sources about cross-border shopping, Hungarians (82%), Poles (80%) and Greeks (78%) seem to be less knowledgeable in this regard.


You know where to get information and advice about cross border shopping in the European Union.

55%

41%

38%

38%

38%

37%

35%

35%

30%

30%

29%

27%

26%

26%

25%

25%

24%

23%

22%

21%

21%

21%

19%

18%

14%

10%

39%

50%

49%

61%

54%

56%

59%

51%

67%

63%

65%

64%

73%

65%

63%

67%

67%

73%

78%

64%

73%

68%

62%

80%

82%

6%

9%

13%

1%

8%

7%

7%

14%

3%

8%

6%

9%

1%

9%

11%

12%

9%

10%

5%

1%

15%

7%

13%

21%

7%

8%

63%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

LU

NL

CY

FI

SE

SI

DK

MT

DE

AT

CZ

LT

BE

UK

EE

IE

EU25

LV

FR

EL

ES

PT

SK

IT

PL

HU

Agree Disagree DK


- 74 -

Socio-demographic figures concerning familiarity with cross-border shopping-information sources correspond to the above discussed trends (see QB21.1). Agree Disagree DK EU25 24% 67% 9% Sex Education (End of)

Male 29% 63% 8% 15 12% 76% 12%

Female 20% 70% 10% 16-19 23% 69% 8%

Age 20+ 35% 59% 6%

15-24 29% 62% 8% Still Studying 33% 59% 8%

25-39 29% 62% 9% Respondent occupation scale

40-54 26% 67% 7% Self- employed 34% 58% 8%

55 + 16% 73% 11% Managers 40% 55% 5%

Parents' birth Other white collars

29% 64% 8%

2 born country 23% 68% 9% Manual workers 23% 69% 9%

1 country EU 34% 60% 6% House persons 18% 70% 12%

2EU 38% 56% 6% Unemployed 20% 72% 8%


26% 64% 10% Retired 14% 76% 10%

Subjective urbanisation Students 33% 59% 8%

Rural village 22% 70% 8% Small/ mid size town

24% 67% 9% Large town 26% 64% 10%


- 75 -

Questionnaire source: QB21.352 As may be recalled, the most widespread form of cross-border shopping is buying goods or services during holidays, a shopping or a business trip (see QB 2.1, 2.2), in other words, in-person. Consequently, the relatively low rates of distance purchases are partly due to the lack of personal contact in two forms of relationships; between clients and suppliers, as well as between clients and products. 68% of EU citizens are less interested in cross-border purchases because they prefer shopping in-person and not via the internet, phone or mail order. For 26%, the impersonal aspects of distance shopping are not a disturbing factor. A high percentage of respondents declared that they prefer to physically see the product before making a purchase.


You are less interested in cross border shopping, because you prefer to shop only in person and not by post, phone or through

the Internet.

EU25

43%

25%

15%

11%

5%

0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

50%


Totallydisagree

DK

The impersonal element of distance shopping worries Greeks (86%) and Cypriots (84%) the most. Since in-person cross-border purchases are not so prevalent in these countries either (see QB 2.1 and 2.2), their fondness of personal contacts represents one of the main barriers to cross-border shopping in these countries.

52 QB21. Thinking generally about purchasing goods or services from sellers\ providers located elsewhere in the European Union, which we refer to as "cross border shopping", please tell me to what extent you agree or disagree with each of the following statements. 3. You are less interested in cross border shopping, because you prefer to shop only in person and not by post, phone or through the Internet.


- 76 -


You are less interested in cross border shopping, because you prefer to shop only in person and not by post, phone or through the Internet.

86%

84%

78%

78%

78%

77%

76%

75%

75%

74%

74%

74%

73%

72%

70%

69%

68%

68%

68%

68%

67%

67%

65%

64%

61%

59%

13%

12%

21%

15%

21%

21%

21%

20%

21%

17%

25%

23%

20%

26%

26%

26%

29%

23%

28%

31%

30%

32%

27%

26%

34%

1%

4%

1%

7%

1%

2%

3%

6%

4%

9%

1%

3%

7%

1%

4%

4%

5%

3%

8%

4%

2%

2%

3%

10%

13%

6%

27%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

EL

CY

BE

LT

FI

CZ

PT

IE

HU

LV

MT

SI

PL

DE

SK

LU

EU25

DK

EE

FR

NL

SE

AT

IT

ES

UK

Agree Disagree DK

There are no significant differences among socio-demographic categories, although the elderly (55 years and older/pensioners – 74%), people who left full-time education at age 15 (71%) and house persons (72%) are apparently keener on personal interaction. Agree Disagree DK EU25 68% 26% 5% Age Respondent occupation scale

15-24 63% 31% 6% Self- employed 64% 31% 5%

25-39 63% 32% 5% Managers 60% 38% 3%

40-54 69% 27% 4% Other white collars

66% 31% 3%

55 + 74% 20% 6% Manual workers 69% 25% 6%

Education (End of) House persons 72% 22% 6%

15 71% 22% 7% Unemployed 67% 27% 6%

16-19 70% 25% 5% Retired 74% 19% 6%

20+ 65% 32% 3% Students 63% 31% 6%

Still Studying 63% 31% 6%


- 77 -

Questionnaire source: QB21.453 For 55%, lack of internet access does not indicate a setback to cross-border shopping. For 39%, however, it is still an obstacle. It should be recalled that 44% of EU citizens have an internet connection at home (see D46), so they are naturally aware of this method of cross-border shopping. When the results are analysed for those who do not have an internet access at home, 60% agree that this is the major reason for not being interested in cross-border shopping.


You are not interested in cross border shopping because you do not have access to the Internet.

EU25

26%

13%

18%

37%

6%

0%

5%

10%

15%

20%

25%

30%

35%

40%


Totallydisagree

DK

Corresponding to the relationship between having an internet connection at home and considering the lack of internet access as a barrier for cross-border shopping, on a country basis, the following observations can be made: Citizens of member states with high internet penetration rates (the Netherlands-85%, Sweden-79% and Denmark-74%) tend to perceive the lack of internet access as a problem to cross-border shopping the least (the Netherlands-85%, Denmark-75%, Sweden-73%). At the other end of the country scale, only a limited proportion of Greeks (17%), Hungarians (18%), Slovaks (19%), Lithuanians (23%) and Cypriots (34%) have an internet connection at home and, accordingly, the majority of them feels that lack of access to the web hinders their making cross-border purchases (Hungary-67%, Cyprus-58%, Greece-56%, Lithuania-54% and Slovakia-53%).

53 QB21. Thinking generally about purchasing goods or services from sellers\ providers located elsewhere in the European Union, which we refer to as "cross border shopping", please tell me to what extent you agree or disagree with each of the following statements. 4. You are not interested in cross border shopping because you do not have access to the Internet.


- 78 -


You are not interested in cross border shopping because you do not have access to the Internet.

67%

58%

56%

54%

53%

49%

49%

47%

47%

46%

44%

43%

42%

40%

39%

39%

38%

38%

37%

36%

34%

33%

33%

22%

20%

13%

28%

37%

42%

37%

42%

50%

44%

40%

46%

43%

54%

54%

53%

56%

51%

60%

58%

59%

62%

55%

65%

61%

73%

75%

85%

5%

5%

1%

9%

4%

1%

7%

14%

6%

11%

2%

4%

6%

4%

6%

10%

1%

4%

4%

2%

11%

2%

6%

6%

5%

2%

55%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

HU

CY

EL

LT

SK

MT

PL

ES

PT

LV

CZ

AT

IE

FR

EU25

EE

DE

SI

LU

FI

IT

BE

UK

SE

DK

NL

Agree Disagree DK

The socio-demographic results show that the older, the less educated an interviewee is, and the lower socio-economic status he/she has, the more probable he/she will give the lack of internet access as a reason for not being interested in cross-border shopping. Furthermore, inhabitants of rural regions claim that lack of internet access is a barrier for cross-border shopping more frequently (44%) than residents of urban areas (35%) do. Agree Disagree DK EU25 39% 55% 6% Age Respondent occupation scale

15-24 24% 70% 6% Self- employed 28% 67% 5%

25-39 30% 65% 5% Managers 17% 80% 3%


25% 72% 3%

55 + 55% 38% 7% Manual workers 41% 52% 7%


15 57% 34% 8% Unemployed 47% 48% 5%

16-19 41% 54% 5% Retired 58% 34% 7%

20+ 26% 70% 4% Students 18% 76% 6%

Still Studying 18% 76% 6% Subjective urbanisation Rural village 44% 50% 6% Small/ mid size town

38% 57% 6% Large town 35% 58% 6%


- 79 -

Considering the fact that cross-border shopping is not so widespread in the Union, it should be borne in mind that many respondents formed their opinion on their confidence, concerns and attitudes in these terms on the basis of a limited knowledge and without a personal experience. All in all, the major reasons behind the fact that cross-border shopping is not prevalent can be summarized as follows: The relative majority of Europeans would feel to be less confident when purchasing from providers from other European Union countries. However, this mistrust is often not based on personal direct experiences. Around two-thirds of EU citizens consider that there are more risks or difficulties if they buy goods and services from suppliers in other EU member states in terms of making complaints, falling victim to fraud, being less protected as consumers and experiencing delivery problems. In addition, there are other factors affecting consumers' willingness and abilities to engage in cross-border shopping, such as language and information. Regarding distance cross-border purchases, a further barrier has to be mentioned: this is the matter of tastes and habits: almost seven in ten EU citizens prefer shopping in person than via the internet or by phone or post. A rather high percentage of European consumers (39%) sites lack of internet access as an obstacle hindering cross-border shopping. Following an overview of the actual obstacles to cross-border shopping, let us now see whether and to what extent Europeans are interested in making cross-border purchases in the future despite these difficulties.


- 80 -

3.3. Future perspectives of cross-border purchases

- One-third of Europeans are interested in cross-border shopping in the next 12 months -

Questionnaire source: QB21.554 32% of the EU population polled are interested in making a cross-border transaction in the next 12 months. This is six percentage points higher than the amount of EU citizens who have made at least one cross-border purchase in the past year (26%). If this potential is exploited, the number of cross-border purchases would increase in the next year. A closer analysis of the data shows that there is considerable ground for an increase in EU cross-border shopping. 42% of EU consumers who have, often or sometimes in the last year, received cross-border advertisements or offers, are interested in making a cross-border purchase in the next year. 44% of consumers who have an internet connection at home, express an interest in making a cross-border transaction in the next year. 52% of consumers who have made a cross border purchase in the last year are interested in making a cross-border transaction in the next year.


You are not interested in making a cross border transaction in the European Union in the next 12 months.

EU25

38%

19%

16%17%

10%

0%

5%

10%

15%

20%

25%

30%

35%

40%


Totallydisagree

DK

In those member states where fewer citizens seem to be faced with cross-border shopping difficulties, the number of people interested in cross-border transactions in the future is, understandably, higher. This is the case in Denmark (54%), Luxembourg (45%), the Netherlands (45%) and Sweden (45%).

54 QB21. Thinking generally about purchasing goods or services from sellers\ providers located elsewhere in the European Union, which we refer to as "cross border shopping", please tell me to what extent you agree or disagree with each of the following statements. 5. You are not interested in making a cross border transaction in the European Union in the next 12 months.


- 81 -

QB21.5 Thinking generally about cross border shopping to what extent do you agree or disagree

with this:You are not interested in making a cross border transaction in the European Union in the next 12

months.

87%

77%

75%

74%

73%

70%

68%

68%

64%

63%

63%

62%

61%

60%

60%

59%

58%

57%

56%

55%

50%

48%

46%

45%

40%

37%

11%

17%

16%

18%

23%

26%

22%

24%

24%

27%

23%

21%

36%

38%

34%

27%

32%

35%

41%

36%

34%

45%

45%

45%

54%

1%

6%

9%

8%

4%

4%

10%

7%

12%

10%

15%

17%

3%

3%

6%

7%

16%

10%

9%

4%

13%

18%

10%

10%

15%

9%

34%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

EL

LT

PT

CY

CZ

HU

PL

SK

LV

EE

MT

ES

FI

BE

SI

AT

IE

EU25

UK

DE

FR

IT

NL

SE

LU

DK

Agree Disagree DK


- 82 -

The younger, the better educated and the more highly ranked a respondent’s occupation is, the more he/she is interested in making cross-border purchases in the next year. Cross-border shopping has also more interest for interviewees with parents of different EU nationalities. The profile of the most likely potential cross-border shopper of the near future is young, well-qualified, with a managerial position and with parents from different EU countries. Agree Disagree DK EU25 57% 32% 10% Age Respondent occupation scale

15-24 47% 40% 13% Self- employed 49% 42% 9%

25-39 51% 37% 13% Managers 40% 49% 10%


53% 37% 10%

55 + 68% 24% 8% Manual workers 58% 30% 12%


15 68% 22% 9% Unemployed 60% 31% 9%

16-19 60% 30% 9% Retired 70% 22% 8%

20+ 47% 42% 11% Students 45% 41% 13%

Still Studying 45% 41% 13% Parents' birth 2 born country 58% 32% 10% 1 country EU 46% 45% 9% 2EU 45% 42% 13% At least 1 outside EU

51% 38% 12% Questionnaire source: QB21.655 Taking into account the relatively low number of EU citizens who have already made at least one cross-border purchase in the past (26%), and who are interested in cross-border shopping in the next 12 months (32%), it is encouraging that 14% of Europeans intend to spend more on cross-border purchases in the coming 12 months than in the past year. 71% intend to spend the same amount, less than that, or nothing at all. However, 24% of consumers who have made at least one cross-border purchase in the last year, intend to make cross-border purchases worth more in the next year.

55 QB21. Thinking generally about purchasing goods or services from sellers\ providers located elsewhere in the European Union, which we refer to as "cross-border shopping", please tell me to what extent you agree or disagree with each of the following statements. 6. In the next 12 months, you intend to make cross-border purchases worth more than the cross-border purchases you made in the past 12 months.


- 83 -


In the next 12 months, you intend to make cross border purchases worth more than the cross border purchases you

made in the past 12 months.

EU25

4%

9%

20%

51%

15%

0%

10%

20%

30%

40%

50%

60%


Totallydisagree

DK

On the country level, there is a relationship with the results of the previous question (see QB21.5). People from countries with a higher degree of interest in cross-border shopping also intend to make more valuable cross-border purchases.


In the next 12 months, you intend to make cross border purchases worth more than the cross border purchases you made in the past 12 months.

25%

23%

21%

21%

20%

19%

18%

16%

15%

15%

15%

14%

14%

14%

14%

14%

13%

13%

13%

13%

12%

12%

11%

9%

8%

8%

68%

64%

65%

54%

50%

75%

53%

68%

64%

63%

70%

71%

70%

75%

63%

65%

81%

76%

77%

80%

64%

75%

84%

89%

76%

7%

13%

14%

25%

30%

6%

29%

16%

22%

22%

15%

15%

17%

16%

12%

23%

22%

6%

11%

11%

8%

24%

14%

7%

3%

17%

70%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

FI

DK

AT

SE

LU

BE

IE

UK

ES

IT

SI

EU25

EE

FR

LT

NL

LV

HU

PT

SK

CZ

MT

PL

DE

EL

CY

Agree Disagree DK

There is no marked discrepancy among socio-demographic categories.


- 84 -

4. Indicators of consumer protection In this chapter, we will explore how satisfied citizens are with their national consumer protection system.

QD20.3 Do you agree or disagree with the following statements? The Internal Market rules have increased consumer protection within the

European Union - % country

41%

42%

43%

48%

49%

50%

52%

53%

53%

54%

55%

55%

57%

58%

61%

63%

63%

64%

64%

65%

66%

66%

67%

67%

69%

69%

16%

34%

34%

21%

29%

27%

18%

21%

18%

22%

12%

7%

15%

44%

25%

23%

31%

22%

23%

30%

27%

29%

24%

33%

32%

35%

16%

12%

8%

23%

8%

13%

20%

31%

10%

24%

18%

14%

11%

22%

29%

16%

35%

22%

15%

10%

25%

14%

19%

19%

15%

0% 50% 100%

UK

AT

FR

SE

DE

DK

IT

EU25

LV

LU

ES

MT

IE

EE

FI

LT

NL

PT

SK

EL

BE

PL

CZ

HU

CY

SI

Agree Disagree DK

In setting the context, the results from the Special EB 254 show that the majority of respondents (53%) think that the Internal Market rules have increased consumer protection within the EU.


- 85 -

4.1. Consumer protection measures A majority Europeans are satisfied with their national consumer protection system

Questionnaire source: QB28.656 54% of Europeans feel they are adequately protected by existing national consumer protection measures. However, 34% hold the opposite view.

QB28.6 To what extent do you agree or disagree with this: In (OUR COUNTRY) you feel that you are adequately

protected by existing measures to protect consumers.

EU25

9%

45%

26%

8%

12%

0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

50%

Totallyagree

Tend toagree

Tend todisagree

Totallydisagree

DK

As to satisfaction levels concerning national consumer protection measures in member states, we can observe that citizens of the Nordic countries are the most satisfied with their consumer protection measures, on the other hand, in Mediterranean and in Eastern European countries people are less satisfied. When comparing the satisfaction level in the old (57%) and in the new member states (43%), the EU15 is ahead by 14 percentage points.

QB28.6 To what extent do you agree or disagree with this: In (OUR COUNTRY) you feel that you are adequately

protected by existing measures to protect consumers.

57%

43%

31%

43%

12%

14%

0% 20% 40% 60% 80% 100%

EU15

NMS10

Agree Disagree DK

56 QB28. For each of the following statements, please tell me if you agree or disagree with it. In (OUR COUNTRY)… 6. You feel that you are adequately protected by existing measures to protect consumers.


- 86 -


- 87 -

Questionnaire source: QB28.757 The general assessment of the compliance of national sellers / providers with consumer protection rights is widely positive in the European Union (62%).

QB28.7 To what extent do you agree or disagree with this: In general, sellers\ providers in (OUR COUNTRY) respect your

rights as a consumer.

EU25

10%

52%

21%

6%

11%

0%

10%

20%

30%

40%

50%

60%

Totally agree Tend toagree

Tend todisagree

Totallydisagree

DK

This positive perception of citizens is much stronger in North-West Europe than in the South-East. Suppliers from the EU15 appear to respect consumers’ rights more (65%) than is the case in the ten new member states (48%). As might be expected, there is a positive relationship between the level of protection and suppliers’ behaviour. In Greece (53%), Slovakia (46%) and Portugal (45%); the (relative) majority of citizens considers that suppliers do not respect their consumer rights.

QB28.7 To what extent do you agree or disagree with this: In general, sellers\ providers in (OUR COUNTRY) respect

your rights as a consumer.

65%

48%

24%

40%

11%

11%

0% 20% 40% 60% 80% 100%

EU15

NMS10

Agree Disagree DK

57 QB28. For each of the following statements, please tell me if you agree or disagree with it. In (OUR COUNTRY)… 7. In general, sellers\ providers in (OUR COUNTRY) respect your rights as a consumer.


- 88 -


- 89 -

- Transparent pricing –consumers’ favourite way of being protected - Questionnaire source: QB2758 European consumers have diverse views as to which consumer protection measures serve consumers’ interests best. It seems that a wide variety of consumer protection measures are needed in order to ensure that consumers are adequately protected. Nevertheless, “clear and transparent pricing” is considered to be the best way by 42% of respondents.

QB27 Among the following, what do you think are the best ways to protect consumers? (MAX. 5 ANSWERS)

EU25

42%

35%

34%

31%

29%

27%

27%

24%

24%

20%

17%

17%

13%

3%

5%

0% 5% 10% 15% 20% 25% 30% 35% 40% 45%

Clear and transparent pricing

The right to return products within the cooling-off periodwithout giving a reason when you buy the product at

home or by Internet, phone or post

The right to replace, repair, ask for a price reduction,cancel contract, when you buy the product at home or

by Internet, phone or post

Legal requirements on sellers\ providers not to mislead ordeceive consumers

The right to be given clear written information aboutthe main features of the goods or services and the sales

contract before you sign it

Easy comparison of offers (including price)

Legal obligation to ensure safe goods and services

Ability of public authorities to detect, investigate andprosecute sellers\ providers which do not respect

consumer rights

Information and advice from consumer organisations

Obligation of sellers\ providers to indicate prices ofgoods in unit terms (price per kilo, per metre, per litre,

etc.)

Legal obligation to ensure timely delivery

Right as an individual to take a seller\ provider to court

Right to join with other consumers to take a seller\provider to court

None of these (SPONTANEOUS)

DK

58 QB27 Among the following, what do you think are the best ways to protect consumers?


- 90 -

At the country level, views on the best consumer protection measures vary even more. After “clear and transparent pricing”, the right to return products seems to be the most important for consumers in many member states. (See table below.)

Clear and transparent

pricing

The right to return

products within the cooling-off

period without giving a

reason when you buy the product at home or by Internet, phone or

post

The right to replace,

repair, ask for a price reduction,

cancel contract, when you buy the

product at home or by Internet, phone or

post

Legal requirements

on sellers\ providers not to mislead or

deceive consumers

The right to be given

clear written information about the

main features of

the goods or services and

the sales contract

before you sign it

Easy comparison

of offers (including

price)

EU25 42% 35% 34% 31% 29% 27%

BE 41% 32% 29% 35% 26% 34%

CZ 41% 35% 32% 38% 31% 21%

DK 49% 44% 41% 35% 42% 39%

DE 40% 44% 43% 34% 28% 29%

EE 33% 25% 29% 25% 27% 22%

EL 63% 28% 30% 26% 42% 37%

ES 30% 20% 25% 25% 26% 21%

FR 49% 31% 28% 33% 26% 45%

IE 53% 36% 47% 27% 39% 38%

IT 48% 25% 33% 20% 30% 20%

CY 69% 19% 28% 27% 37% 38%

LV 17% 25% 30% 24% 21% 13%

LT 34% 30% 20% 26% 25% 17%

LU 37% 37% 45% 17% 39% 51%

HU 47% 27% 33% 25% 29% 25%

MT 65% 36% 47% 34% 43% 27%

NL 38% 40% 39% 40% 38% 23%

AT 41% 31% 33% 34% 26% 29%

PL 35% 42% 34% 33% 26% 22%

PT 58% 38% 41% 29% 35% 46%

SI 49% 30% 30% 20% 22% 25%

SK 56% 42% 46% 33% 47% 26%

FI 50% 37% 41% 24% 28% 30%

SE 59% 50% 47% 37% 41% 41%

UK 33% 42% 33% 37% 29% 17%

Questionnaire source: QB1759 Though only 20% of Europeans find the obligation on sellers to indicate prices of goods in unit terms as an important means of protecting consumers (see QB17), 63% of the poll say they often or sometimes compare the prices of products by looking at the price per unit measure. This percentage reaches 76%, if those who rarely look at unit prices are added. Thus, this aspect would appear to be a helpful way for consumers to enforce their interests.

59 QB17 In the past 12 months, how often have you compared the price of products by looking at the price per unit measure for example, price per kilo, per metre or per litre?


- 91 -

QB17 In the past 12 months, how often have you compared the price of products by looking at the price per unit

measure for example, price per kilo, per metre or per litre?

Sometimes

DK

Rarely

Never

Often

22%

EU25

13%

25%

38%

1%

The most extensive use of pricing per unit is made by consumers in the Nordic countries: 95% of Danes, 94% of Finns and 93% of Swedes use price per unit measures to compare prices.

QB17 In the past 12 months, how often have you compared the price of products by looking at the price per unit measure for example, price per kilo, per metre or per litre?

70%

59%

61%

50%

49%

48%

43%

29%

36%

42%

36%

25%

49%

37%

37%

40%

37%

38%

24%

40%

35%

35%

33%

43%

35%

26%

18%

24%

22%

28%

28%

27%

30%

36%

29%

24%

28%

39%

19%

30%

29%

23%

28%

25%

31%

22%

26%

25%

28%

22%

22%

22%

7%

11%

10%

13%

10%

11%

13%

20%

20%

17%

18%

17%

12%

13%

13%

14%

12%

13%

20%

12%

12%

13%

11%

7%

9%

16%

4%

6%

7%

8%

12%

12%

14%

14%

14%

16%

18%

19%

20%

18%

20%

21%

22%

22%

24%

24%

27%

24%

27%

28%

33%

32%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

DK

FI

SE

CZ

NL

EE

EL

AT

SK

DE

SI

MT

CY

LT

PL

HU

PT

EU25

IE

LV

BE

IT

UK

FR

LU

ES

Often Sometimes Rarely Never DK


- 92 -

4.2. The role of supporting institutions in consumer protection

- Both non-governmental and public national institutions enjoy consumers’ confidence -

Questionnaire source: QB28.360 Two-thirds of Europeans (66%) have confidence in independent national consumer organisations to protect their consumer rights.

QB28.3 To what extent do you agree or disagree with this: In (OUR COUNTRY) you trust independent consumer organisations to protect your rights as a consumer.

EU25

17%

49%

16%

6%

12%

0%

10%

20%

30%

40%

50%

60%

Totallyagree

Tend toagree

Tend todisagree

Totallydisagree

DK

Country results suggest that consumers in the Nordic and in the Western European member states trust more independent organisations than consumers from Mediterranean and Eastern European member states do. Citizens of the EU15 (70%) have greater confidence in civil (consumer protection) organisations than citizens of the new member states (50%) – (a 20 percentage point difference). A possible explanation for this can be that these organisations are perhaps more established in the old member states.

QB28.3 To what extent do you agree or disagree with this: In (OUR COUNTRY) you trust independent consumer organisations to protect your rights as a consumer.

70%

50%

19%

33%

11%

17%

0% 20% 40% 60% 80% 100%

EU15

NMS10

Agree Disagree DK

60 QB28. For each of the following statements, please tell me if you agree or disagree with it. In (OUR COUNTRY)… 3. You trust independent consumer organisations to protect your rights as a consumer.


- 93 -

The Baltic states (Lithuania-30%; Latvia-28% and Estonia-27%) and Spain (27%) have a striking proportion of “don’t know” answers, which is presumably due to a lack of information on consumer rights, and the low level of development of organisations of this kind in these countries.


- 94 -

Questionnaire source: QB28.461 Although fewer EU citizens have confidence in public authorities than in private associations, the majority (57%) still believes that national public institutes protect their consumer rights correctly. It is interesting to note, that the level of confidence in private associations compared to public authorities varies considerably in some countries: the French, for instance, trust more in private organisations than in public ones, while Cypriots tend to trust their public authorities more.

QB28.4 To what extent do you agree or disagree with this: In (OUR COUNTRY) you trust public authorities to protect your

rights as a consumer.

EU25

11%

45%

25%

9% 9%

0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

50%


Totallydisagree

DK

In Eastern European member states, people tend to trust in state establishments in regard to the protection of their consumer rights less than citizens of the Nordic countries (Finland -78%, Sweden – 72% and Denmark – 71%) along with Cyprus (74%) and Malta (72%).

QB28.4 To what extent do you agree or disagree with this: In (OUR COUNTRY) you trust public authorities to protect

your rights as a consumer.

60% 31%

47%

9%

12%41%

0% 20% 40% 60% 80% 100%

EU15

NMS10

Agree Disagree DK

61 QB28. For each of the following statements, please tell me if you agree or disagree with it. In (OUR COUNTRY)… 4. You trust public authorities to protect your rights as a consumer.


- 95 -

The apparently limited knowledge about consumer affairs is reflected yet again in the high number of “DK” replies in the Baltic states (Latvia-22%, Lithuania-21% and Estonia-21%) and in Spain (23%).


- 96 -

- Europeans are divided regarding facilities to resolve disputes with sellers - Questionnaire source: QB28.162 A relative majority of Europeans (42%) consider it easy to assert their claims versus suppliers through an independent, but not necessarily state-run, forum. However, it should be added that there is a significant minority holding the opposite view (37%).

QB28.1 To what extent do you agree or disagree with this: In (OUR COUNTRY) it is easy to resolve disputes with

sellers\ providers through an arbitration, mediation or conciliation body (malfunctioning good, late\ no delivery,

etc.).

EU25

10%

32%

26%

10%

21%

0%

5%

10%

15%

20%

25%

30%

35%

Totallyagree

Tend toagree

Tend todisagree

Totallydisagree

DK

The majority of Slovaks (66%), Czechs (61%), Slovenes (57%), Portuguese (53%), Poles (52%) and Hungarians (50%) tend to find it harder to resolve disputes with suppliers through an arbitration, mediation or conciliation body. A possible reason for this could be a limited existence of these various dispute resolution mechanisms.

QB28.1 To what extent do you agree or disagree with this: In (OUR COUNTRY) it is easy to resolve disputes with

sellers\ providers through an arbitration, mediation or conciliation body (malfunctioning good, late\ no delivery,

etc.).

45%

29%

34%

53%

21%

18%

0% 20% 40% 60% 80% 100%

EU15

NMS10

Agree Disagree DK

62 QB28. For each of the following statements, please tell me if you agree or disagree with it. In (OUR COUNTRY)… 1. It is easy to resolve disputes with sellers\ providers through an arbitration, mediation or conciliation body (malfunctioning good, late\ no delivery, etc.).


- 97 -

QB28.1 To what extent do you agree or disagree with this: In (OUR COUNTRY) it is easy to resolve disputes with sellers\ providers through an arbitration, mediation or conciliation body (malfunctioning good, late\ no delivery,

etc.).

61%

58%

58%

54%

54%

53%

52%

49%

49%

46%

46%

46%

42%

39%

38%

37%

35%

30%

30%

29%

28%

27%

26%

22%

17%

17%

28%

22%

34%

35%

23%

32%

21%

35%

23%

48%

25%

38%

37%

43%

50%

37%

61%

42%

57%

52%

53%

47%

45%

40%

66%

11%

20%

8%

11%

23%

15%

27%

15%

29%

6%

29%

16%

21%

22%

19%

13%

27%

8%

28%

15%

21%

20%

27%

33%

43%

17%

39%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

CY

NL

FI

BE

UK

DE

SE

FR

IE

EL

LU

AT

EU25

IT

DK

HU

MT

CZ

EE

SI

PL

PT

LT

LV

ES

SK

Agree Disagree DK


- 98 -

Questionnaire source: QB28.263 In contrast to the various forms of dispute settlement, a relative majority of Europeans (45%) do not perceive resolving arguments with sellers/providers in court to be easy. This is most probably because of the long duration of procedures and the high costs of litigation. It is worthwhile noting that when consumers are asked about the best measures to protect them, their right to take sellers/providers to courts takes the lowest position (17%) along with their right to join other consumers and take sellers/providers to court (13%).

QB28.2 To what extent do you agree or disagree with this:

In (OUR COUNTRY) it is easy to resolve disputes with sellers\ providers through courts.

EU25

7%

25%

30%

15%

22%

0%

5%

10%

15%

20%

25%

30%

35%

Totallyagree

Tend toagree

Tend todisagree

Totallydisagree

DK

Furthermore, respondents in Eastern European countries find solving consumer conflicts in court even less easy than citizens elsewhere in Europe. A reference to the earlier question on the best ways to protect consumers, shows that consumers in the EU15 give a higher preference (18%) to the right to take a seller/provider to court than consumers in the NMS10, (15%).

QB28.2 To what extent do you agree or disagree with this:

In (OUR COUNTRY) it is easy to resolve disputes with sellers\ providers through courts.

36%

16%

42%

66%

23%

19%

0% 20% 40% 60% 80% 100%

EU15

NMS10

Agree Disagree DK

63 QB28. For each of the following statements, please tell me if you agree or disagree with it. In (OUR COUNTRY)… 2. It is easy to resolve disputes with sellers\ providers through courts.


- 99 -

In general, the high proportion of respondents with no opinion on this matter would seem to suggest that citizens are not very familiar with the possibilities of resolving disputes with sellers/providers. This applies both for alternative methods, such as settling a dispute through an arbitration, mediation or conciliation body (21%), and for traditional court conflict resolution (22%). Several countries have relatively high “DK” rates (see tables above).

QB28.2 To what extent do you agree or disagree with this: In (OUR COUNTRY) it is easy to resolve disputes with sellers\ providers through courts.

51%

44%

44%

42%

42%

40%

36%

36%

36%

35%

34%

32%

31%

31%

27%

22%

22%

22%

19%

18%

18%

18%

15%

15%

14%

13%

46%

43%

30%

44%

30%

50%

29%

50%

29%

44%

43%

45%

45%

39%

40%

49%

59%

45%

74%

43%

45%

66%

71%

70%

66%

3%

13%

27%

14%

27%

10%

36%

15%

36%

21%

23%

22%

24%

13%

34%

39%

29%

19%

36%

7%

40%

38%

19%

14%

15%

22%

57%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

EL

CY

UK

DE

NL

BE

IE

AT

SE

FR

DK

EU25

IT

FI

LU

LV

MT

PT

EE

CZ

ES

LT

PL

SK

SI

HU

Agree Disagree DK


- 100 -

Questionnaire source: QB28.564 74% of European citizens polled would be more willing to defend their rights in court, if they could join with other consumers who were complaining about the same thing.

QB28.5 To what extent do you agree or disagree with this: In (OUR COUNTRY) you would be more willing to defend your rights in court if you could join with other consumers who were

complaining about the same thing.

EU25

29%

45%

10%

5%

11%

0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

50%

Totally agree Tend toagree

Tend todisagree

Totallydisagree

DK

As it is Greeks who regard resolving a consumer dispute in court as easy the most (51%) (see QB28.2), it is not surprising that 86% of them would be more willing to assert their claims in a joint action on the same matter. At the other end of the country scale, 53% of Hungarians, in spite of the possibility of sharing litigation costs and enhancing the weight of the case, would not be more motivated to take joint court action.

64 QB28. For each of the following statements, please tell me if you agree or disagree with it. In (OUR COUNTRY)… 5. You would be more willing to defend your rights in court if you could join with other consumers who were complaining about the same thing.


- 101 -

QB28.5 To what extent do you agree or disagree with this: In (OUR COUNTRY) you would be more willing to defend your rights in court if you could

join with other consumers who were complaining about the same thing.

86%

86%

86%

85%

83%

82%

80%

80%

78%

76%

75%

74%

74%

71%

69%

68%

67%

66%

66%

64%

62%

59%

56%

53%

53%

36%

11%

9%

9%

8%

8%

16%

14%

14%

11%

17%

19%

15%

14%

17%

11%

22%

24%

23%

21%

23%

17%

22%

15%

23%

53%

3%

4%

5%

7%

9%

1%

6%

7%

10%

7%

6%

11%

12%

10%

14%

21%

11%

10%

11%

15%

15%

24%

22%

32%

24%

11%

19%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

EL

FR

NL

SE

UK

BE

DK

FI

CY

DE

CZ

EU25

PL

AT

IT

IE

LU

SI

SK

MT

PT

EE

LV

ES

LT

HU

Agree Disagree DK


- 102 -

5. Safety of goods

- 83% of Europeans had no problems understanding safety information - Questionnaire source: QB2965 83% of Europeans have not encountered any difficulties in understanding the safety information of goods or services in the past 12 months. However, of those who have met some difficulties, these were predominantly in their home country (10%).

QB29 In the last 12 months, have you encountered any difficulties in understanding safety information relating to goods or services you have bought (language problems,

unclear\ unknown symbols, etc.)? (MULTIPLE ANSWERS POSSIBLE)

EU25

10%3% 2% 2%

83%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

Yes, for goodsor servicesprovided by

sellers\providers

located in (OURCOUNTRY)

Yes,for goods orservices

provided bysellers\

providerslocated in

another EUcountry

Yes, often, forgoods andservices

provided bysellers\

providerslocated outside

the EU

Yes, often, forgoods orservices

provided bysellers\

providers basedsomewhere

unknown to you

No

The highest divergence between member states and the EU average can be observed in Latvia: one in three Latvians (33%) has had problems in understanding safety information. In socio-demographic terms, there are no discernible differences. Questionnaire source: QB3066 This question should have explored which products have the most inadequate safety information provisions. People, however, could only form an opinion about goods they actually use, which led to following consequences: 25% of respondents answered “don’t know” to this question, as they could not compare the safety instructions of all products in the list since there are some they do not use. Furthermore, the top three goods which have been found to have the most inadequate information, according to European consumers, are most probably products people use the most, namely household appliances (27%), toys (26%) and detergents (19%).

65 QB29 In the last 12 months, have you encountered any difficulties in understanding safety information relating to goods or services you have bought (language problems, unclear\ unknown symbols, etc.)? 66 QB30 Among the following products, which ones do you think provision of safety information is most inadequate? Choose the 3 most important for you.


- 103 -

QB30 Among the following products, for which ones do you think provision of safety information is most inadequate? Choose the 3 most

important for you.

27%

26%

19%

17%

15%

12%

10%

10%

8%

8%

8%

7%

6%

6%

25%

0% 5% 10% 15% 20% 25% 30%

Household appliances

Toys

Detergents

Cosmetic products

Paints and varnishes

Other DIY products\ tools

Children’s equipment (pushchairs, furniture,etc.)

Kitchen\ cooking accessories

Electric lamps

Gardening equipment\ machines

Textiles

Childcare products (nappies, etc.)

Hobby\ sports equipment

Furniture

DK

EU

On the country level, Cypriots (56%) and Greeks (52%) were the least satisfied with safety instructions of household appliances; again, the Cypriots (66%) and Czechs (51%) with toys, and, lastly, the Slovenians (30%) and French (29%) with detergents. For the socio-demographic groups, the same phenomenon holds true as for the EU-level; people have tended to cite as goods having insufficient safety information those that they tend to use the most. Therefore, toys were chosen by most house persons (35%) and citizens aged 25-39 years (31%). The latter naturally refers to interviewees who are in the period of their life when people are most likely to be bringing up children. Active youngsters (11%) and students (13%) found hobby/sports equipment to have inadequate provisions more often than the average EU citizen (6%).


- 104 -

- Preference for safety instructions that are a combination of logos, symbols and text which explain clearly what to do -

Questionnaire source: QB3167 The majority of Europeans (56%) prefer to receive safety information via a combination of logos, symbols and text.

QB31 Do you prefer to receive safety information via…?

EU25

8%

15%

56%

12%

6%

3%

0%

10%

20%

30%

40%

50%

60%

Logos or symbolsonly

Text only A combination oflogos, symbols

and text

The retailer\salesperson

It depends(SPONTANEOUS)

DK

Citizens from countries where people prefer shopping in person (see QB23.4) are evidently more in favour of being advised about good safety by retailers personally (Cyprus-27%, Hungary-25%, Ireland-22% and Greece-21%) than average EU respondents. There are no noteworthy differences among socio-demographic categories, although it is worth mentioning that the longer that respondents have studied, the more they prefer safety instructions in the form of text combined with symbols.

QB31 Do you prefer to receive safety information via…?A combination of logos, symbols and text.

56%

43%

56%

65%

64%

0% 10% 20% 30% 40% 50% 60% 70%

EU25

Education (End of)

15

16-19

20+

Still Studying

67 QB31 Do you prefer to receive safety information via…?


- 105 -

Questionnaire source: QB3268 In first place, European consumers prefer safety instructions that explain what to do (60%). In second and third place, they are more divided concerning the required function of safety information: 35% attach importance to risks to children, the elderly or disabled, while 33% emphasise their accident-prevention role. Neither at country level nor in socio-demographic terms, could major discrepancies be observed.

QB32 With which of the following statements concerning the safety of consumer products do you agree most? (MAX. 2 ANSWERS)

EU25

60%

33%35%

19%

2% 3%

0%

10%

20%

30%

40%

50%

60%

70%

Safetyinstructions

should explainclearly what to

do

Safetyinstructions play

an importantrole in

preventingaccidents

Safetyinstructions

should indicatethe risk to

children, theelderly or

disabled moreclearly when

using theproduct

Safetyinstructions are

not clear enoughabout thepossible

consequences ofnot following

them

None(SPONTANEOUS)

DK

68 QB32 With which of the following statements concerning the safety of consumer products do you agree most?


- 106 -

6. Financial services

- 28% of Europeans have purchased financial services in the past year - Questionnaire source: QB769 70% of EU citizens have not purchased or signed up to financial services in the last 12 months. Among the 28% who have done so, the most popular services were regarding health, home, car, travel, etc. insurance; opening a current or savings account and applying for a card.

QB7 In the last 12 months, have you purchased or signed up to any of the following financial services? (MULTIPLE ANSWERS POSSIBLE)

EU25

70%

9%

8%

7%

4%

4%

4%

3%

3%

2%

1%

2%

0% 10% 20% 30% 40% 50% 60% 70% 80%

No, you did not buyany

Other kind of insurance(health, home, travel,car insurance, etc.)

A current or savingsaccount

A card (debit\ credit\payment\ bank card)

A life insurance policy

A mortgage (loan tobuy a house)

A loan for uses otherthan buying a house

A private pension plan

Stocks\ shares

Shares in aninvestment fund

Other (SPONTANEOUS)

DK

69 QB7 In the last 12 months, have you purchased or signed up to any of the following financial services?


- 107 -

In contrast to the general picture, the majority of Danes (53%), Estonians (53%) and Dutch (52%) have purchased financial services in the past year. One-third of Estonians have opened an account (33%) and also one-third applied for a card (35%), perhaps because these two services are frequently combined. The elderly (18%), pensioners (16%) and people who left full time education at age 15 (13%) have only rarely concluded financial services transactions. Respondents at working age (25-39 years – 38%), with an advanced educational background (42%) and managers (46%) have done so more often than the average EU citizen, which may relate to their income level.

Special EB254 “Internal Market”: QD15 Have you considered taking out an insurance policy or obtaining a mortgage in another Member State of the European Union? Yes No EU25 3% 94% BE 3% 96% CZ 2% 96% DK 3% 95% DE 2% 98% EE 1% 93% EL 1% 99% ES 1% 96% FR 3% 95% IE 6% 89% IT 6% 89% CY 3% 84% LV 4% 95% LT 3% 94% LU 5% 94% HU 3% 96% MT 1% 98% NL 3% 95% AT 10% 87% PL 2% 95% PT 1% 97% SI 7% 92% SK 3% 91% FI 3% 96% SE 5% 95% UK 5% 92%

The results of the Special EB254 show that taking out an insurance or obtaining a mortgage cross-border is not a common practise.


- 108 -

Questionnaire source: QB870 Of those Europeans who have purchased at least one financial service in the past 12 months (28% of the surveyed population - see QB7), 70% did not perform this transaction over the Internet, phone or by post. The overwhelming majority of those who undertook such transactions, moreover, chose a domestic seller/provider as a business partner, so the cross-border impact of this question is somewhat irrelevant.

QB8 Were any of these financial services purchased or signed up over the Internet, phone or post in the last 12 months?


EU25

26%

1% 1% 1%

70%

0%

10%

20%

30%

40%

50%

60%

70%

80%

Yes, from aseller\ providerlocated in (OUR

COUNTRY)


located inanother EU

country

Yes, from aseller\ providerlocated outside

the EU



located

No, not over theInternet, phone

or post

Table refers to those who have purchased or signed up to at least one financial service.

Over half of Swedish (59%) and British (53%) financial service clients have concluded their transaction online, by post or by phone. Taking into account the low number of respondents to this question, no marked socio-demographic results can be observed.

70 QB8 Were any of these financial services purchased or signed up over the Internet, phone or post in the last 12 months?


- 109 -

Questionnaire source: QB971 74% of those who did purchase a financial service by internet, phone or post, did not encounter any significant problems. As the base of the survey for this question refers to only a very limited number of respondents, further analysis would not be meaningful. Questionnaire source: QB1072 EU citizens consider the following issues to be the most serious obstacles for cross-border financial transactions: having to use another language (31%), lack of personal contact for distance purchases (26%), insufficient information (25%) and the risk of fraud (23%).

QB10 In your opinion, what are the main barriers you see in purchasing or signing up for financial services from sellers\ providers in another European Union country compared to (OUR COUNTRY)?

(MAX 3 answers).

EU25

31%

26%

25%

23%

14%

11%

11%

11%

9%

6%

5%

4%

4%

16%

0% 5% 10% 15% 20% 25% 30% 35%

Having to communicate in another language

Lack of personal contact when purchasing or signing up at a distance

Insufficient\ inaccurate information

Risks related to fraud in purchasing financial services in other EUcountries

Misleading\ deceptive information

Excessive\ incomprehensible information

Extra costs related to purchasing financial services in other EUcountries

Lower level of consumer protection in other EU countries

Issues related to proof of identity when purchasing\ signing up forfinancial services in other EU countries (residence permit, utility bills,

etc.)

The deposit necessary is too big

Lower level of customer service in other EU countries

There are no different risks in purchasing financial services fromcompanies located in other EU countries rather than from companies

located in (OUR COUNTRY) (SPONTANEOUS)

Other (SPONTANEOUS)

DK

71 QB9 Have you encountered any of the following when purchasing or signing up to financial services by Internet, phone or post in the last 12 months? 72 QB10 In your opinion, what are the main barriers you see in purchasing or signing up for financial services from sellers\ providers in another European Union country compared to (OUR COUNTRY)?


- 110 -

Country results differ somewhat from those concerning barriers to cross-border shopping in general. (See QB21.1, QB21.3, QB21.2 and QB 23.2) Having to communicate in another language would constitute a barrier especially for the Czechs (45%) and French (43%). Lack of personal contact is a matter of most concern to Maltese (50%), Cypriots (46%), Swedes (43%) and Greeks (41%). Insufficient information worries Greeks (48%) in particular, while Finns (38%), Swedes (38%) and Maltese (38%) fear the risk of fraud the most. It should be borne in mind that only a small proportion of Europeans have experience of the cross-border purchase of financial services (see QB7, QB8, QB9), which is also reflected in the proportion of “don’t know” answers (16%). There are no noteworthy socio-demographic differences. For the purchasing an insurance policy or a mortgage, evidence from the DG MARKET Eurobarometer indicates that the main factors discouraging consumers from purchasing, along with the wish of not doing so, are language barriers (29%), lack of information (24%), administrative formalities (15%)73.

73 Special EB254 “Internal Market”: QD16 From the following suggestions, what is your main reason for not having considered taking out an insurance policy, or obtaining a mortgage in another Member State of the European Union?


- 111 -

CONCLUSION Over the last years cross-border shopping in the EU has increased. 26% of EU citizens (EU25) have made at least one cross-border purchase in the last 12 months. In 2002 13% of the EU population (EU15)74 said that they had made a cross-border purchase. The underlying factors boosting cross-border shopping could be traced to cheaper and easier travel within the EU and increasing access to the internet. E-commerce is becoming a more popular means of purchasing products. In the last year, 27% of EU citizens have made at least one e-commerce purchase, and – be it domestic or in another country - 50% of those with an internet connection at home did so. However, on-line cross-border shopping is still at relatively low levels despite its potential. Only 6% of EU citizens have made an online cross-border purchase and only 12% of those who have an internet connection at home. The findings of the study indicate that for various reasons, consumer confidence in EU cross-border shopping is not very high. Most Europeans feel less confident in purchasing from providers based in other European Union countries than their own. It is indicative that 47% of those respondents that have an internet connection at home feel less confident in buying something on the internet from a website based in another EU member state rather than their own. Around two-thirds of European citizens believe there are more risks or difficulties relating to: making complaints (71%), problems returning a product bought at distance within the cooling of period (65%), falling victims to fraud (68%), facing delivery problems (66%) and being less well protected (56%) if they buy goods and services from foreign EU sellers. In addition to reasons relating to consumers' perceptions about the adequacy and enforcement of consumer legislation, there are some other factors which are seen as basic requirements for most cross-border transactions. These relate to having information about the products on offer or consumer rights and obligations (67%), along with the ability and willingness to use a foreign language whilst making a purchase (62%). Relatively high numbers of consumers cite language, lack of information and poor knowledge of their rights as reasons which discourage them from making cross-border purchases in the EU. Further limitations to cross-border trade are tastes and habits. Almost seven out of ten EU citizens (68%) prefer to shop in person rather than via distance sale mediums – internet, phone and post. Evidence from this study suggests that consumer education, information and empowerment play a key role in raising consumer confidence and boosting cross-border transactions. Throughout the survey, it has been apparent that the more educated and informed consumers are, the more confident they feel in making cross-border purchases. This is supported by analysing the socio-economic profile of consumers who have actually made a cross-border transaction with the majority of these being more informed and educated.

74 Although the results are not directly comparable due to the different structure and wording of the questions and the coverage of the survey (only the EU15 in 2002 and 2003), it is interesting to briefly mention them.


- 112 -

By examining more closely a particular product group, financial services, it can be observed that of those EU citizens that have purchased a financial service in the past year (28%), 26% have used distance sales mediums (internet, post, phone) to purchase such services at a domestic level and only 1% used such mediums to buy financial services from sellers/providers based in other EU member states. Many businesses do not advertise their products in other EU Member States. 57% of EU citizens have not seen a cross-border advertisement in the last year. However, it seems there is a big potential for businesses to engage in business-to-consumer cross-border trade: 42% of EU consumers who have, often or sometimes, seen or heard a cross-border advertisement are interested in making a cross-border purchase in the next year. As regards product safety information, most European citizens do not encounter any significant problems in understanding it. Nevertheless, 15% of consumers stated that they had some difficulties in understanding safety information for some products. Looking generally at the consumer protection environment, the majority of European citizens, 62%, believe that their consumer rights are respected in their own countries. Yet, at least one in four citizens think that their rights are not respected. Clearly, more should be done to increase consumers' trust in the consumer protection environment. Both non-governmental and public institutions have an important role to play, especially in informing consumers, helping them to solve any problems they might have and generally working towards creating a safe market environment that consumers trust. At EU level, 66% of consumers trust independent consumer organisations to protect their rights, while trust in public authorities to protect consumers' rights reaches to 57%. The results show, that among consumers who have made a formal complaint and were dissatisfied with the way their complaint was dealt with (6% of the total sample), most of those who decided to take further action turned to consumer organisations (14%). Strong governmental and non-governmental institutions are essential for the realisation of the benefits of the retail Internal Market.

ANNEXES

Technical specifications

SPECIAL EUROBAROMETER N° 252 “Consumer protection and cross-border shopping”

TECHNICAL SPECIFICATIONS

Between the 20th of February 2006 and the 24st of March 2006, TNS Opinion & Social, a consortium created between Taylor Nelson Sofres and EOS Gallup Europe, carried out wave 65.1 of the EUROBAROMETER, on request of the EUROPEAN COMMISSION, Directorate-General Press and Communication, Opinion Polls. The SPECIAL EUROBAROMETER N° 252 is part of wave 65.1 and covers the population of the respective nationalities of the European Union Member States, resident in each of the Member States and aged 15 years and over. The basic sample design applied in all states is a multi-stage, random (probability) one. In each country, a number of sampling points was drawn with probability proportional to population size (for a total coverage of the country) and to population density. In order to do so, the sampling points were drawn systematically from each of the "administrative regional units", after stratification by individual unit and type of area. They thus represent the whole territory of the countries surveyed according to the EUROSTAT NUTS II (or equivalent) and according to the distribution of the resident population of the respective nationalities in terms of metropolitan, urban and rural areas. In each of the selected sampling points, a starting address was drawn, at random. Further addresses (every Nth address) were selected by standard "random route" procedures, from the initial address. In each household, the respondent was drawn, at random (following the "closest birthday rule"). All interviews were conducted face-to-face in people's homes and in the appropriate national language. As far as the data capture is concerned, CAPI (Computer Assisted Personal Interview) was used in those countries where this technique was available.

ABBREVIATIONS COUNTRIES INSTITUTES N°

INTERVIEWS FIELDWORKDATES POPULATION15+

BE Belgium TNS Dimarso 1.020 21/02/2006 18/03/2006 8.598.982 CZ Czech Rep. TNS Aisa 1.036 25/02/2006 13/03/2006 8.571.710 DK Denmark TNS Gallup DK 1.002 24/02/2006 23/03/2006 4.380.063 DE Germany TNS Infratest 1.526 24/02/2006 19/03/2006 64.174.295 EE Estonia Emor 1.005 01/03/2006 22/03/2006 887.094 EL Greece TNS ICAP 1.000 26/02/2006 24/03/2006 8.674.230 ES Spain TNS Demoscopia 1.009 20/02/2006 20/03/2006 35.882.820 FR France TNS Sofres 1.022 24/02/2006 20/03/2006 44.010.619 IE Ireland TNS MRBI 1.000 22/02/2006 23/03/2006 3.089.775 IT Italy TNS Abacus 1.003 22/02/2006 20/03/2006 49.208.000 CY Rep. of Cyprus Synovate 508 22/02/2006 19/03/2006 552.213 LV Latvia TNS Latvia 1.016 24/02/2006 20/03/2006 1.394.351 LT Lithuania TNS Gallup Lithuania 1.004 24/02/2006 19/03/2006 2.803.661 LU Luxembourg TNS ILReS 502 20/02/2006 16/03/2006 367.199 HU Hungary TNS Hungary 1.009 25/02/2006 15/03/2006 8.503.379 MT Malta MISCO 500 22/02/2006 18/03/2006 322.917 NL Netherlands TNS NIPO 1.062 27/02/2006 21/03/2006 13.242.328 AT Austria Österreichisches Gallup-Institute 1.041 23/02/2006 15/03/2006 6.679.444 PL Poland TNS OBOP 1.000 25/02/2006 19/03/2006 31.610.437 PT Portugal TNS EUROTESTE 1.011 20/02/2006 19/03/2006 8.080.915 SI Slovenia RM PLUS 1.055 22/02/2006 20/03/2006 1.663.869 SK Slovakia TNS AISA SK 1.092 24/02/2006 14/03/2006 4.316.438 FI Finland TNS Gallup Oy 1.004 23/02/2006 21/03/2006 4.279.286 SE Sweden TNS GALLUP 1.001 22/02/2006 19/03/2006 7.376.680 UK United Kingdom TNS UK 1.322 24/02/2006 23/03/2006 47.685.578

TOTAL 24.750 20/02/2006 24/03/2006 366.356.283

For each country a comparison between the sample and the universe was carried out. The Universe description was derived from Eurostat population data or from national statistics offices. For all countries surveyed, a national weighting procedure, using marginal and intercellular weighting, was carried out based on this Universe description. In all countries, gender, age, region and size of locality were introduced in the iteration procedure. For international weighting (i.e. EU averages), TNS Opinion & Social applies the official population figures as provided by EUROSTAT or national statistic offices. The total population figures for input in this post-weighting procedure are listed above. Readers are reminded that survey results are estimations, the accuracy of which, everything being equal, rests upon the sample size and upon the observed percentage. With samples of about 1,000 interviews, the real percentages vary within the following confidence limits:

Observed percentages 10% or 90% 20% or 80% 30% or 70% 40% or 60% 50%

Confidence limits ± 1.9 points ± 2.5 points ± 2.7 points ± 3.0 points ± 3.1 points

Questionnaire

QB1 QB1

Yes, from

a selle

r\ provider

located in (OUR

COUNTRY)

Yes, from

a selle

r\ provider

located in another EU

country

Yes, from

a selle

r\ provider

located

outside the EU

Yes, but you do not know

where the selle

r\ provider was located

No DK Oui, auprès

d’un vendeur\ fournisseur

établi en (NOTRE PAYS)

Oui, auprès


établi

dans un

autre pays de

l’UE

Oui, auprès


établi en

dehors de l’UE

Oui, mais vous ignorez le pays d’origine du

vendeur\ fournisseur

Non NSP

(305-310) 1 1, 2, 3, 4, 5, 6, (305-310) 1 1, 2, 3, 4, 5, 6,(311-316) 2 1, 2, 3, 4, 5, 6, (311-316) 2 1, 2, 3, 4, 5, 6,(317-322) 3 1, 2, 3, 4, 5, 6, (317-322) 3 1, 2, 3, 4, 5, 6,(323-328) 4 1, 2, 3, 4, 5, 6, (323-328) 4 1, 2, 3, 4, 5, 6,

QB2 QB2

(329) 1 (329) 1(330) 2 (330) 2 4

NEW

ASK QB3 IF "HAS MADE AT LEAST ONE EU CROSS-BORDER PURCHASE", CODE 2 in POSER QB3 SI "A EFFECTUE AU MOINS UN ACHAT TRANSFRONTALIER DANS L’UE",

Profité de l’occasion pour acheter des 1 2 3

NEW

1 2 3 4

Au cours des 12 derniers mois, avez-vous … ?

(UNE REPONSE PAR LIGNE)

(LIRE) Oui, Oui, mais Non NSP

Effectué un voyage dans un autre pays 4Taken the opportunity to purchase 1 2 3 4Made a trip to another EU country, 1 2 3

In the last 12 months, have you…?

(ONE ANSWER PER LINE)

(READ OUT) Yes, Yes, but No DK

NEW

Pourriez-vous me dire si vous avez acheté des biens ou des services en (NOTRE PAYS) ou

(MONTRER CARTE AVEC ECHELLE – PLUSIEURS REPONSES POSSIBLES PAR

(LIRE)

Par Internet (site Web, courrier électronique, etc.)Par téléphonePar la poste (catalogue, vente par correspondance, A un représentant de commerce qui vous a rendu

NEW

Via the Internet (website, email, etc.)By phoneBy post (catalogues, mail order, etc.)From a sales representative who visited you at your

Please tell me if you have purchased any goods or services in the last 12 months, in (OUR

(SHOW CARD WITH SCALE – MULTIPLE ANSWERS POSSIBLE PER LINE)

(READ OUT)

QB3 QB3

(331) (331)1 12 23 34 45 56 67 7

QB4 QB4

(332-341) (332-341)1, 1,2, 2,3, 3,4, 4,5, 5,6, 6,7, 7,8, 8,9, 9,

10, 10,

ASK QB5 IF "HAS MADE AT LEAST ONE PURCHASE VIA INTERNET OR PHONE OR POSER QB5 SI "A EFFECTUE AU MOINS UN ACHAT PAR INTERNET OU PAR

(SI '4' EN QB1.1 ou QB1.2 ou QB1.3) Vous avez effectué un achat auprès Aucune de ces situations (SPONTANE)NSP

NEW

(SI '2' EN QB1.1 ou QB1.2 ou QB1.3) Vous avez effectué un achat auprès (SI '3' EN QB1.1 ou QB1.2 ou QB1.3) Un retard dans la livraison d’un achat (SI '3' EN QB1.1 ou QB1.2 ou QB1.3) Vous avez effectué un achat auprès (SI '4' EN QB1.1 ou QB1.2 ou QB1.3) Un retard dans la livraison d’un achat

(MONTRER CARTE – LIRE – PLUSIEURS REPONSES POSSIBLES)

(SI '1' EN QB1.1 ou QB1.2 ou QB1.3) Un retard dans la livraison d’un achat (SI '1' EN QB1.1 ou QB1.2 ou QB1.3) Vous avez effectué un achat auprès (SI '2' EN QB1.1 ou QB1.2 ou QB1.3) Un retard dans la livraison d’un achat

(IF '4' IN QB1.1 or QB1.2 or QB1.3) You purchased something from a None of these (SPONTANEOUS)DK

NEW

(IF '2' IN QB1.1 or QB1.2 or QB1.3) You purchased something from a (IF '3' IN QB1.1 or QB1.2 or QB1.3) A delay in the delivery of something (IF '3' IN QB1.1 or QB1.2 or QB1.3) You purchased something from a (IF '4' IN QB1.1 or QB1.2 or QB1.3) A delay in the delivery of something

(SHOW CARD – READ OUT – MULTIPLE ANSWERS POSSIBLE)

(IF '1' IN QB1.1 or QB1.2 or QB1.3) A delay in the delivery of something (IF '1' IN QB1.1 or QB1.2 or QB1.3) You purchased something from a (IF '2' IN QB1.1 or QB1.2 or QB1.3) A delay in the delivery of something

ASK QB4 IF "HAS MADE AT LEAST ONE PURCHASE VIA INTERNET OR PHONE OR POSER QB4 SI "A EFFECTUE AU MOINS UN ACHAT PAR INTERNET OU TELEPHONE

During the past 12 months have any of the following situations happened to you when Avez-vous rencontré l'une des situations suivantes lors d’achats à distance par exemple par

5000 euros ou plusRefus (SPONTANE)NSP

NEW

Refusal (SPONTANEOUS)DK

NEW

Au cours des 12 derniers mois, quelle était la valeur totale approximative des biens ou des

(MONTRER CARTE – UNE SEULE REPONSE – ADAPTER L’EURO A LA DEVISE

Moins de 100 eurosEntre 100 et 499 eurosEntre 500 et 999 eurosEntre 1000 et 4999 euros

Between 100 and 499 eurosBetween 500 and 999 eurosBetween 1000 and 4999 euros5000 euros or more

In the last 12 months, approximately what was the total value of the goods or services you

(SHOW CARD – ONE ANSWER ONLY – ADAPT EURO TO LOCAL CURRENCY WHEN

Less than 100 euros

QB5 QB5

(342-349) (342-349)1, 1,2, 2,3, 3,4, 4,5, 5,6, 6,7, 7,8, 8,

QB6 QB6

(350-357) (350-357)1, 1,2, 2,3, 3,4, 4,5, 5,6, 6,7, 7,8, 8,

(SI '2' EN QB1.4) Oui, auprès d’entreprises établies dans un autre pays de (SI '2' EN QB1.4) Oui, auprès d’entreprises établies dans un autre pays de NSP

(SI '1' EN QB1.4) Oui, auprès d’entreprises établies en (NOTRE PAYS) et (SI '1' EN QB1.4) Oui, auprès d’entreprises établies en (NOTRE PAYS) et (SI '1' EN QB1.4) Oui, auprès d’entreprises établies en (NOTRE PAYS) et (SI '2' EN QB1.4) Oui, auprès d’entreprises établies dans un autre pays de

Parlons maintenant des achats que vous avez réalisés à votre domicile ou sur votre lieu de

Vous avez légalement le droit de renvoyer un bien ou d’annuler un contrat pour un achat fait

(MONTRER CARTE – LIRE – PLUSIEURS REPONSES POSSIBLES – UNE SEULE

Non

(IF '2' IN QB1.4) Yes, from companies located in another EU country and it (IF '2' IN QB1.4) Yes, from companies located in another EU country and it DK

(IF '1' IN QB1.4) Yes, from companies located in (OUR COUNTRY) and it (IF '1' IN QB1.4) Yes, from companies located in (OUR COUNTRY) and it (IF '1' IN QB1.4) Yes, from companies located in (OUR COUNTRY) and it (IF '2' IN QB1.4) Yes, from companies located in another EU country and It

Now thinking about any purchases you have made from someone visiting your home or work

You have the legal right to return a product or cancel a contract from doorstep selling within

(SHOW CARD – READ OUT – MULTIPLE ANSWERS POSSIBLE – ONE ANSWER PER

No

ASK QB6 IF "YES, WITHIN THE EU", CODE 1 or 2 in QB1.4 – OTHERS GO TO QB7 POSER QB6 SI "OUI DANS L’UE", CODE 1 ou 2 en QB1.4 – LES AUTRES ALLER EN QB7

* *

(SI '2' EN QB1.1 ou QB1.2 ou QB1.3) Oui, auprès d’un vendeur\ fournisseur (SI '2' EN QB1.1 ou QB1.2 ou QB1.3) Oui, auprès d’un vendeur\ fournisseur NSP

NEW

DK

NEW

Vous avez légalement le droit de renvoyer un bien ou d'annuler un contrat pour un achat fait

(MONTRER CARTE – LIRE – PLUSIEURS REPONSES POSSIBLES – UNE REPONSE

Non(SI '1' EN QB1.1 ou QB1.2 ou QB1.3) Oui, auprès d’un vendeur\ fournisseur (SI '1' EN QB1.1 ou QB1.2 ou QB1.3) Oui, auprès d’un vendeur\ fournisseur (SI '1' EN QB1.1 ou QB1.2 ou QB1.3) Oui, auprès d’un vendeur\ fournisseur (SI '2' EN QB1.1 ou QB1.2 ou QB1.3) Oui, auprès d’un vendeur\ fournisseur

(IF '1' IN QB1.1 or QB1.2 or QB1.3) Yes, from sellers\ providers located in (IF '2' IN QB1.1 or QB1.2 or QB1.3) Yes, from sellers\ providers located in (IF '2' IN QB1.1 or QB1.2 or QB1.3) Yes, from sellers\ providers located in (IF '2' IN QB1.1 or QB1.2 or QB1.3) Yes, from sellers\ providers located in


No(IF '1' IN QB1.1 or QB1.2 or QB1.3) Yes, from sellers\ providers located in (IF '1' IN QB1.1 or QB1.2 or QB1.3) Yes, from sellers\ providers located in

You have the legal right to return a product or cancel a contract for a purchase made on the

QB7 QB7

(358-369) (358-369)1, 1,2, 2,3, 3,4, 4,5, 5,6, 6,7, 7,8, 8,9, 9,

10, 10,11, 11,12, 12,

QB8 QB8

(370-375) (370-375)1, 1,2, 2,3, 3,4, 4,5, 5,6, 6,

Oui, à un vendeur\ fournisseur venant d’un autre pays en dehors de l’UEOui, mais vous ne savez pas où ce vendeur/fournisseur était établiNSP


Non, vous ne l’avez pas acheté par Internet, par téléphone ou par Oui, à un vendeur\ fournisseur établi en (NOTRE PAYS)Oui, à un vendeur\ fournisseur établi dans un autre pays de l’UE

Yes, from a seller\ provider located outside the EUYes, but you do not know where the seller\ provider was located DK


No, not over the Internet, phone or postYes, from a seller\ provider located in (OUR COUNTRY)Yes, from a seller\ provider located in another EU country

ASK QB8 AND QB9 IF "HAS PURCHASED\ SIGNED UP TO AT LEAST ONE FINANCIAL POSER QB8 ET QB9 SI "A ACHETE AU MOINS UN SERVICE FINANCIER", CODE 1 à 9

Were any of these financial services purchased or signed up over the Internet, phone or post Au cours des 12 derniers mois, avez-vous acheté ou souscrit à un service financier par

Non, vous n’en avez pas acheté Autre (SPONTANE)NSP

NEW

Des actions Des parts d’un fonds de placementsUn prêt hypothécaire (prêt pour l’achat d’une maison) Un prêt pour d’autres fins que l’achat d’une maison

DK

NEW

Au cours des 12 derniers mois, avez-vous acheté ou souscrit à un des services financiers


Un compte à vue ou un compte d’épargneUne carte bancaire (de débit\ de crédit\ de paiement)Une police d’assurance sur la vieUn plan de retraite privéUn autre type d’assurance (assurance maladie, habitation, voyage,

A mortgage (loan to buy a house)A loan for uses other than buying a houseNo, you did not buy anyOther (SPONTANEOUS)

A private pension planOther kind of insurance (health, home, travel, car insurance, etc.)Stocks \ shares Shares in an investment fund


A current or savings accountA card (debit\credit\payment\ bank card)A life insurance policy

ASK ALL A TOUS

In the last 12 months have you purchased or signed up to any of the following financial

NEWNEW

QB9 QB9

(376-388) (376-388)1, 1,2, 2,3, 3,4, 4,5, 5,6, 6,7, 7,8, 8,9, 9,

10, 10,11, 11,12, 12,13, 13,NSP

Difficultés à se plaindre auprès de la société financièreDifficultés à changer de banque\ d’institution financièreDifficultés à comparer des offres de prestataires de services financiersAutre (SPONTANE)

Conditions différentes de celles qui avaient été convenues dans le contrat Frais excessifsService de mauvaise qualité, ne correspondant pas aux conditions prévues Difficultés à contacter la société financière

Other (SPONTANEOUS)DK

Avez-vous rencontré une des difficultés suivantes, à l’occasion d’achats de services


Vous n’avez pas été confronté(e) à des problèmes importantsInformations insuffisantes\ inexactes avant la signature du contratInformations mensongères\ trompeuses avant la signature du contratInformations excessives\ incompréhensibles

Difficulties in contacting the financial companyDifficulties in complaining to the financial companyDifficulties in changing bank\ financial institutionDifficulties in comparing offers from financial service providers

Excessive\ incomprehensible informationDifferent conditions from the ones agreed in the contract (hidden charges, Excessive feesPoor service provision, which did not meet the terms fixed by the contract\


You have not encountered any significant problems Insufficient\ inaccurate information before signing a contractMisleading\ deceptive information before signing a contract

ASK QB9 IF "YES", CODE 2 to 5 in QB8 – OTHERS GO TO QB10 POSER QB9 SI "OUI", CODE 2 à 5 en QB8 – LES AUTRES ALLER EN QB10

Have you encountered any of the following when purchasing or signing up to financial

NEWNEW

QB10 QB10

(389-402) (389-402)1, 1,2, 2,3, 3,4, 4,5, 5,6, 6,7, 7,8, 8,9, 9,

10, 10,11, 11,12, 12,13, 13,14, 14,

QB11 QB11

(403) (403)1 12 23 34 45 5

Au cours des 12 derniers mois, avez-vous reçu, vu ou entendu des publicités ou des offres

(LIRE – UNE SEULE REPONSE)

SouventParfois RarementJamaisNSP

Sometimes Rarely NeverDK

In the last 12 months, have you received, seen or heard advertisements or offers which

(READ OUT – ONE ANSWER ONLY)

Often

NSP

NEW

Now move on to another topic Passons à un autre sujet

DK

NEW

Niveau de service au client plus faible dans d’autres pays de l’UE L’absence de contact direct lors de l’achat ou la souscription à distanceIl n’existe pas de risques distinctifs lors de l’achat de services financiers Autre (SPONTANE)

Le dépôt nécessaire est trop importantDifficultés pour justifier son identité pour acheter\ souscrire à des services Niveau de protection du consommateur plus faible dans d’autres pays de Le fait de devoir communiquer dans une autre langue

A votre avis, quels seraient les obstacles majeurs auxquels vous pourriez vous

(MONTRER CARTE – LIRE – MAX. 3 REPONSES)

Informations insuffisantes\ imprécisesInformations trompeuses\ mensongèresInformations excessives\ incompréhensiblesRisques liés à la fraude lors de l’achat de services financiers dans d’autres Coûts liés à l’achat de services financiers dans d’autres pays de l’UE

Lower level of customer service in other EU countries Lack of personal contact when purchasing or signing up at a distanceThere are no different risks in purchasing financial services from companies Other (SPONTANEOUS)

The deposit necessary is too bigIssues related to proof of identity when purchasing\ signing up for financial Lower level of consumer protection in other EU countriesHaving to communicate in another language

Misleading\ deceptive informationExcessive\ incomprehensible informationRisks related to fraud in purchasing financial services in other EU countriesExtra costs related to purchasing financial services in other EU countries

In your opinion, what are the main barriers you see in purchasing or signing up for financial

(SHOW CARD –- READ OUT – MAX. 3 ANSWERS)

Insufficient\ inaccurate information

NEW

ASK ALL A TOUS

NEW

QB12 QB12

Yes, from

a selle

r\ provider

located in (OUR

COUNTRY)

Yes, from

a selle

r\ provider

located in another EU

country

Yes, from

a selle

r\ provider

located

outside the EU

Yes, but you do not know

where the selle

r\ provider was located

No DK Oui, d’un vendeur\ fournisseur

établi en (NOTRE PAYS)

Oui, d’un vendeur\ fournisseur

établi

dans un

autre pays de

l’UE

Oui, d’un vendeur\ fournisseur

établi en

dehors de l’UE

Oui, mais vous ignorez le pays d’origine du

vendeur\ fournisseur

Non NSP

(404-409) 1 1, 2, 3, 4, 5, 6, (404-409) 1 1, 2, 3, 4, 5, 6,(410-415) 2 1, 2, 3, 4, 5, 6, (410-415) 2 1, 2, 3, 4, 5, 6,(416-421) 3 1, 2, 3, 4, 5, 6, (416-421) 3 1, 2, 3, 4, 5, 6,

QB13 QB13

(422) (422)1 12 23 34 45 5

Seriez-vous favorable ou opposé(e) à l’interdiction de toutes les publicités ou offres


Tout à fait favorable à l’interdictionPlutôt favorable à l’interdictionPlutôt opposé(e) à l’interdictionTout à fait opposé(e) à l’interdictionNSP

Somewhat in favour of banningSomewhat opposed to banningStrongly opposed to banningDK

Would you be in favour or opposed to the banning of all unsolicited commercial


Strongly in favour of banning

Vous avez reçu des publicités ou offres Vous avez reçu, vu ou entendu des publicités ou Vous avez répondu à une publicité ou offre

NEW

Pour chacune des situations suivantes, pourriez-vous me dire si cela vous est arrivé en

(MONTRER CARTE AVEC ECHELLE – PLUSIEURS REPONSES POSSIBLES PAR

(LIRE)

You received unsolicited commercial You received, saw, or heard misleading, deceptive You responded to a misleading, deceptive or

NEW

Have any of the following happened to you in the last 12 months in (OUR COUNTRY) or

(SHOW CARD WITH SCALE – MULTIPLE ANSWERS POSSIBLE PER LINE)

(READ OUT)

NEW NEW

QB14 QB14

(423) (423)1 12 23 34 4

QB15 QB15

(424-434) (424-434)1, 1,2, 2,3, 3,4, 4,5, 5,6, 6,7, 7,8, 8,9, 9,

10, 10,11, 11,

Oui, mais les vendeurs\ fournisseurs dont vous ignorez le pays d’origine Oui, mais les vendeurs\ fournisseurs dont vous ignorez le pays d’origine NSP

Oui, et les vendeurs\ fournisseurs établis dans d’autres pays de l’UE ont Oui, mais les vendeurs\ fournisseurs établis dans d’autres pays de l’UE Oui, mais les vendeurs\ fournisseurs établis dans d’autres pays de l’UE Oui, et les vendeurs\ fournisseurs dont vous ignorez le pays d’origine ont

Yes, and sellers\ providers based somewhere unknown to you did not DK

Si vous achetez des biens qui se révèlent non conformes au contrat de vente dans les deux


NonOui, et les vendeurs\ fournisseurs établis en (NOTRE PAYS) ont toujours Oui, mais les vendeurs\ fournisseurs établis en (NOTRE PAYS) n’ont Oui, mais les vendeurs\ fournisseurs établis en (NOTRE PAYS) n’ont

Yes, but sellers\ providers located in other EU countries only sometimes Yes, and sellers\ providers located in other EU countries did not complyYes, and sellers\ providers based somewhere unknown to you always Yes, but sellers\ providers based somewhere unknown to you only

Yes, and sellers\ providers located in (OUR COUNTRY) always complied Yes, but sellers\ providers located in (OUR COUNTRY) only sometimes Yes, and sellers\ providers located in (OUR COUNTRY) did not comply Yes, and sellers\ providers located in other EU countries always complied

If you buy goods which do not conform to the original sales contract or which show a defect


No

Oui, mais seulement une ou deux fois NonNSP

NEW

Au cours des 12 derniers mois, avez-vous subi des pressions ou des contraintes visant à


Oui, à plusieurs reprisesYes, but only once or twice NoDK

NEW

In the last 12 months, have you been unduly coerced or pressurised to purchase something


Yes, on several occasions

NEW NEW

QB16 QB16

(435-444) (435-444)1, 1,2, 2,3, 3,4, 4,5, 5,6, 6,7, 7,8, 8,9, 9,

10, 10,

QB17 QB17

(445) (445)1 12 23 34 45 5NSP

NeverDK

Au cours des 12 derniers mois, avez-vous utilisé l’indication des prix par unité de mesure par

(MONTRER CARTE – LIRE – UNE SEULE REPONSE)

SouventParfoisRarementJamais

(SHOW CARD – READ OUT – ONE ANSWER ONLY)

Often SometimesRarely

NSP

NEW

In the past 12 months, how often have you compared the price of products by looking at the

DK

NEW

Oui, à plusieurs reprises, de la part de vendeurs\ fournisseurs établis en Oui, mais seulement une ou deux fois, de la part de vendeurs\ fournisseurs Oui, à plusieurs reprises, de la part de vendeurs\ fournisseurs dont vous Oui, mais seulement une ou deux fois, de la part de vendeurs\ fournisseurs

Au cours des 12 derniers mois, avez-vous rencontré des conditions contractuelles que vous

(MONTRER CARTE – LIRE – PLUSIEURS REPONSES POSSIBLES – UNE SEULE

NonOui, à plusieurs reprises, de la part de vendeurs\ fournisseurs établis en Oui, mais seulement une ou deux fois, de la part de vendeurs\ fournisseurs Oui, à plusieurs reprises, de la part de vendeurs\ fournisseurs établis dans Oui, mais seulement une ou deux fois, de la part de vendeurs\ fournisseurs

Yes, on several occasions, from sellers\ providers located outside the EUYes, but only once or twice, from sellers\ providers located outside the EUYes, on several occasions, from sellers\ providers based somewhere Yes, but only once or twice, from sellers\ providers based somewhere

Yes, on several occasions, from sellers\ providers located in (OUR Yes, but only once or twice, from sellers\ providers located in (OUR Yes, on several occassions, from sellers\ providers located in other EU Yes, but only once or twice, from sellers\ providers located in other EU

In the past 12 months, have you come across what you regard as unfair consumer contract


No

NEWNEW

QB18 QB18

(446) (446)1 12 23 34 4

QB19 QB19

(447) (447)1 12 23 34 45 5

Au cours des 12 derniers mois, avez-vous acheté un voyage combinant le transport et


Oui, unOui, deuxOui, trois ou plusNonNSP

Yes, two Yes, three or moreNoDK

In the past 12 months, have you purchased a package holiday, that is to say a combination of


Yes, one

DK

NEW

Au cours des 12 derniers mois, avez-vous acheté un produit de "time-sharing" ou un produit

(MONTRER CARTE – LIRE – UNE SEULE REPONSE)

NonOui, et vous n’avez pas eu problème lors de l’achat de ce type de produitOui, mais vous avez eu des problèmes lors de l’achat de ce type de produitNSP

NEW

(SHOW CARD – READ OUT – ONE ANSWER ONLY)

NoYes, and you did not encounter any problem when buying this kind of Yes, but you encountered some problems when buying this kind of product

NEW

In the past 12 months, have you purchased a "timeshare" or a similar product, that is to say

NEW

QB20 QB20

(448) 1 (448) 1(449) 2 (449) 2

QB21 QB21

(450) 1 (450) 1(451) 2 (451) 2(452) 3 (452) 3(453) 4 (453) 4(454) 5 (454) 5(455) 6 (455) 6 4 5

Au cours des 12 prochains 1Au cours des 12 prochains 1 2 3

2 3

4 54 54 5

Vous n’êtes pas intéressé(e) 1 2 3Vous êtes moins 1 2 3

4 5Vous savez où obtenir des 1 2 3 4 5Vous êtes disposé(e) à 1 2 3

En pensant aux achats de biens et services auprès de vendeurs\ fournisseurs situés ailleurs

(MONTRER CARTE – UNE REPONSE PAR LIGNE)

(LIRE) Tout à fait Plutôt Plutôt pas Pas du NSP

4 5

4 54 5

4 5

4 5You are not interested in 1 2 3In the next 12 months, you 1 2 3

You are not interested in 1 2 3You are less interested in 1 2 3

4 5You are prepared to 1 2 3You know where to get 1 2 3

Thinking generally about purchasing goods or services from sellers\ providers located

(SHOW CARD – ONE ANSWER PER LINE)

(READ OUT) Totally Tend to Tend to Totally DK

NEW

ASK ALL A TOUS

NEW

2 3Ce voyage (organisation du transport, de 1 2 3Vous avez reçu suffisamment d’informations de la 1

(UNE REPONSE PAR LIGNE)

(LIRE) D’accord Pas NSP

The package holiday (transport arrangements, 1 2 3Sufficient information was given to you by the 1 2 3

(ONE ANSWER PER LINE)

(READ OUT) Tend to Tend to DK

ASK QB20 IF "YES", CODE 1 to 3 in QB19 – OTHERS GO TO QB21 POSER QB20 SI "OUI", CODE 1 à 3 en QB19 – LES AUTRES ALLER EN QB21

In general terms, thinking about package trips you have taken in the last 12 months, do you En ce qui concerne votre dernier achat d’un voyage combinant le transport et l’hébergement,

NEW NEW

QB22 QB22

(456) 1 (456) 1(457) 2 (457) 2(458) 3 (458) 3(459) 4 (459) 4

QB23 QB23

(460) 1 (460) 1(461) 2 (461) 2(462) 3 (462) 3(463) 4 (463) 4(464) 5 (464) 5(465) 6 (465) 6(466) 7 (466) 7 4 5Les vendeurs\ fournisseurs 1 2 3Sellers\ providers often 1

4 5Il est plus difficile de se fier à 1Il y a un plus grand risque 1 2 3

2 3

4 54 54 5

Il est plus difficile derenvoyer 1 2 3Il y a un plus grand risque de 1 2 3

4 5Il est plus difficile de 1

Pourriez-vous me dire dans quelle mesure vous êtes d’accord ou non avec chacune des

(MONTRER CARTE AVEC ECHELLE – UNE REPONSE PAR LIGNE)

(LIRE) Tout à fait Plutôt Plutôt pas

4 54 5

2 3Il y a un plus grand risque 1 2 3

4 5

4 5

4 54 5

2 3 4 5Sellers\ providers are less 1 2 3It is harder to trust the safety 1 2 3There are more 1 2 3

4 5There is a greater risk of 1 2 3There is a greater chance of 1 2 3

(READ OUT) Totally

It is harder to resolve 1 2 3

Tend to Tend to

NEW

For each of the following statements, please tell me to what extent you agree or disagree with

(SHOW CARD WITH SCALE – ONE ANSWER PER LINE)

Totally DK Pas du NSP

4Acheter des biens ou des services 1 2 3 4Acheter des biens ou des services à un 1 2 3

4Acheter des biens ou des services par 1 2 3 4Acheter des biens ou des services par 1 2 3

4

NEW

Pour chacune des situations suivantes, seriez-vous plus confiant(e), aussi confiant(e) ou

(MONTRER CARTE AVEC ECHELLE – UNE REPONSE PAR LIGNE)

(LIRE) Plus Aussi Moins NSP

Purchasing goods or services from a 1 2 3

4Purchasing goods or services from 1 2 3 4Purchasing goods or services by phone 1 2 3

DK

Purchasing goods or services via the 1 2 3 4

(READ OUT) More As Less

NEW

For each of the following, would you be more confident, as confident or less confident making

(SHOW CARD WITH SCALE – ONE ANSWER PER LINE)

NEW

QB24 QB24

(467-477) (467-477)1, 1,2, 2,3, 3,4, 4,5, 5,6, 6,7, 7,8, 8,9, 9,

10, 10,11, 11,

QB25 QB25

(478) (478)1 12 23 34 45 56 6NSPDK

D’une manière générale, étiez-vous satisfait(e) ou non de la façon dont le vendeur\


Très satisfait(e)Assez satisfait(e)Pas très satisfait(e)Pas du tout satisfait(e)Je n'ai pas reçu de réponse

Fairly satisfiedNot very satisfiedNot at all satisfiedI didn't receive an answer

In general, were you satisfied or not with the way your complaint(s) was(were) dealt with by


Very satisfied

Oui, mais rarement auprès d’un vendeur\ fournisseur dont vous ignorez le NSP

NEW

ASK QB25 AND QB26 IF "YES", CODE 2 to 10 in QB24 – OTHERS GO TO QB27 POSER QB25 ET QB26 SI « OUI », CODE 2 à 10 en QB24 – LES AUTRES ALLER EN

DK

NEW

Oui, parfois auprès d’un vendeur\ fournisseur établi dans un autre pays de Oui, mais rarement auprès d’un vendeur\ fournisseur établi dans un autre Oui, souvent auprès d’un vendeur\ fournisseur dont vous ignorez le pays Oui, parfois auprès d’un vendeur\ fournisseur dont vous ignorez le pays

Au cours des 12 derniers mois, avez-vous formulé une plainte officielle par écrit, par


NonOui, souvent auprès d’un vendeur\ fournisseur établi en (NOTRE PAYS)Oui, parfois auprès d’un vendeur\ fournisseur établi en (NOTRE PAYS)Oui, mais rarement auprès d’un vendeur\ fournisseur établi en (NOTRE Oui, souvent auprès d’un vendeur\ fournisseur établi dans un autre pays de

Yes, but rarely to sellers\ providers located in another EU countryYes, often to sellers\ providers based somewhere unknown to youYes, sometimes to sellers\ providers based somewhere unknown to youYes, but rarely, to sellers\ providers based somewhere unknown to you

Yes, sometimes to sellers\ providers located in (OUR COUNTRY)Yes, but rarely to sellers\ providers located in (OUR COUNTRY)Yes, often to selllers\providers located in another EU countryYes, sometimes to sellesr\providers located in another EU country

In the last 12 months, have you made any kind of formal complaint by writing, by telephone or


No,Yes, often to sellers\ providers located in (OUR COUNTRY)

NEWNEW

QB26 QB26

(479-485) (479-485)1, 1,2, 2,3, 3,4, 4,5, 5,6, 6,7, 7,

QB27 QB27

(486-500) (486-500)1, 1,2, 2,3, 3,4, 4,5, 5,6, 6,7, 7,8, 8,9, 9,

10, 10,11, 11,12, 12,13, 13,14, 14,15, 15,NSPDK

Le droit en tant que particulier de pouvoir assigner un vendeur\ fournisseur Le droit de s’associer à d’autres consommateurs pour assigner un vendeur\ Des informations et des conseils de la part des organisations de Aucune de ces propositions (SPONTANE)

(MONTRER CARTE – LIRE – ROTATION DE HAUT EN BAS\ DE BAS EN HAUT – MAX 5

Des prix facilement comparables

Garantir légalement la livraison à la date prévueGarantir légalement des biens et des services sûrs

Une tarification claire et transparenteLe droit de disposer d’informations claires et par écrit sur les principales Le droit de remplacer, réparer, demander une réduction de prix, d’annuler Le droit de renvoyer les produits dans le délai légal de rétractation sans se L’obligation pour les vendeurs\ fournisseurs d’indiquer le prix des biens en

Right to join with other consumers to take a seller\ provider to courtInformation and advice from consumer organisations None of these (SPONTANEOUS)

Legal obligation to ensure safe goods and servicesLegal requirements on sellers\ providers not to mislead or deceive Ability of public authorities to detect, investigate and prosecute sellers\ Right as an individual to take a seller\ provider to court

Des obligations légales pour les vendeurs\ fournisseurs de ne pas vous La possibilité pour les pouvoirs publics de détecter, rechercher et poursuivre

The right to replace, repair, ask for a price reduction, cancel contract, when The right to return products within the cooling-off period without giving a Obligation of sellers\ providers to indicate prices of goods in unit terms Legal obligation to ensure timely delivery

(SHOW CARD – ROTATE TOP TO BOTTOM\ BOTTOM TO TOP – READ OUT – MAX. 5

Easy comparison of offers (including price)Clear and transparent pricing The right to be given clear written information about the main features of

ASK ALL A TOUS

Among the following, what do you think are the best ways to protect consumers? Parmi les propositions suivantes, quelles sont, selon vous, les meilleures façons de protéger

Vous n’avez rien entreprisAutre (SPONTANE)NSP

NEW

Other (SPONTANEOUS)DK

NEW

Qu’avez-vous fait après avoir réalisé que votre(vos) plainte(s) n’avait(avaient) pas été


Vous avez demandé conseil auprès d’une association\d’un service Vous avez demandé conseil auprès d’un avocatVous avez soumis le cas à un organisme d’arbitrage, de médiation ou de Vous avez porté l’affaire devant un tribunal

You asked for the advice of a solicitorYou brought the matter to an arbitration, mediation, conciliation bodyYou brought the matter to courtYou took no further action

What did you do when your complaint(s) was(were) not dealt with in a satisfactory manner?


You asked for the advice of a consumer association\ consumer help desk

NEW

ASK QB26 IF "DISSATISFIED", CODE 3 TO 5 IN QB25 – OTHERS GO TO QB27 POSER QB26 SI "MECONTENT", CODE 3 A 5 EN QB25 – LES AUTRES ALLER EN QB27

NEW

QB28 QB28

(501) 1 (501) 1(502) 2 (502) 2(503) 3 (503) 3(504) 4 (504) 4(505) 5 (505) 5(506) 6 (506) 6(507) 7 (507) 7

QB29 QB29

(508-517) (508-517)1, 1,2, 2,3, 3,4, 4,5, 5,6, 6,7, 7,8, 8,9, 9,

10, 10,Yes, sometimes, for goods and services provided by sellers\ providers DK

Oui, souvent, pour des biens ou services fournis par des vendeurs\ Oui, parfois, pour des biens ou services fournis par des vendeurs\ NSP

Non

Oui, parfois, pour des biens ou services fournis par des vendeurs\ Oui, souvent, pour des biens ou services fournis par des vendeurs\ Oui, parfois, pour des biens ou services fournis par des vendeurs\

Oui, souvent, pour des biens ou services fournis par des vendeurs\ Oui, parfois, pour des biens ou services fournis par des vendeurs\ Oui, souvent, pour des biens ou services fournis par des vendeurs\

Yes, sometimes, for goods or services provided by sellers\ providers locatedYes, often, for goods and services provided by sellers\ providers located Yes, sometimes, for goods and services provided by sellers\ providers Yes, often, for goods or services provided by sellers\ providers based

NoYes, often, for goods or services provided by sellers\ providers located in Yes, sometimes, for goods or services provided by sellers\ providers locatedYes, often, for goods or services provided by sellers\ providers located in

NEW

In the last 12 months, have you encountered any difficulties in understanding safety


Au cours des 12 derniers mois, avez-vous éprouvé des difficultés à comprendre les


4 5Vous pensez que vous êtes 1D’une manière générale, les 1 2 3

2 3

4 54 54 5

Vous seriez plus tenté(e) de 1 2 3Vous avez confiance dans 1 2 3

4 5Il est facile de résoudre des 1Vous avez confiance dans 1 2 3

2 3

Pas du NSP

4 54 5

Il est facile de résoudre des 1 2 3

4 5

NEW

Pourriez-vous me dire si vous êtes d’accord ou pas avec chacune des propositions suivantes.

(MONTRER CARTE – UNE REPONSE PAR LIGNE)

(LIRE) Tout à fait Plutôt Plutôt pas

In general, sellers\ providers 1 2 34 5

You would be more willing to 1You feel that you are 1 2 3

2 3

4 54 54 5

You trust public authorities 1 2 3

3

You trust independent 1 2 3

DK

4 5It is easy to resolve disputes 1 2It is easy to resolve disputes 1 2 3

Totally Tend to Tend to Totally

4 5

NEW

For each of the following statements, please tell me if you agree or disagree with it. In (OUR

NEW

(SHOW CARD – ONE ANSWER PER LINE)

(READ OUT)

QB30 QB30

(518-532) (518-532)1, 1,2, 2,3, 3,4, 4,5, 5,6, 6,7, 7,8, 8,9, 9,

10, 10,11, 11,12, 12,13, 13,14, 14,15, 15,

QB31 QB31

(533) (533)1 12 23 34 45 56 6

Vous préférez recevoir des informations sur la sécurité par … ?


Des logos ou des symboles uniquementDu texte uniquementUne combinaison de logos, de symboles et de texteLe vendeur\ détaillantCela dépend (SPONTANE)NSP

A combination of logos, symbols and textThe retailer\ salesperson It depends (SPONTANEOUS)DK

Do you prefer to receive safety information via…?


Logos or symbols onlyText only

Les meublesNSP

NEW

DK

NEW

Les équipements de sport\ pour les hobbiesLes outils\ machines de jardinageLes accessoires de cuisine\ de cuissonLes textiles

Les peintures et vernisLes autres produits\ outils de bricolageLes produits de soin pour enfants (langes, etc.)Les équipements pour enfants (poussettes, meubles, etc.)

Parmi les produits suivants, quels sont ceux pour lesquels l’information sur les consignes de

(MONTRER CARTE – LIRE – MAX. 3 REPONSES)

Les jouetsLes appareils électroménagersLes lampes électriquesLes produits cosmétiquesLes détergents

Gardening equipment\ machinesKitchen\ cooking accessoriesTextilesFurniture

Other DIY products\ tools Childcare products (nappies etc)Children’s equipment (pushchairs, furniture etc)Hobby\ sports equipment

Electric lampsCosmetic productsDetergentsPaints and varnishes

Among the following products, which ones do you think provision of safety information is most

(SHOW CARD – READ OUT – MAX. 3 ANSWERS)

ToysHousehold appliances

NEW NEW

QB32 QB32

(534-539) (534-539)1, 1,2, 2,3, 3,4, 4,5, 5,6, 6,

Aucune (SPONTANE)NSP

None (SPONTANEOUS)DK

Avec laquelle des situations suivantes sur la sécurité des biens de consommation êtes-vous

(LIRE – MAX. 2 REPONSES)

Les consignes de sécurité devraient expliquer avec précision ce qu’il faut Les consignes de sécurité jouent un rôle important dans la prévention des Les consignes de sécurité devraient mieux indiquer le risque encouru par Les consignes de sécurité ne sont pas assez précises sur les

Safety instructions should explain clearly what to do Safety instructions play an important role in preventing accidentsSafety instructions should indicate the risk to children, the elderly or Safety instructions are not clear enough about the possible consequences

With which of the following statements concerning the safety of consumer products do you

(READ OUT – MAX. 2 ANSWERS)

NEW NEW

Tables

-

Q1 Quelle est votre nationalité ? Veuillez indiquer le(s) pays qui s'applique(nt). (PLUSIEURS REPONSES POSSIBLES)

Q1 What is your nationality? Please tell me the country(ies) that applies(y). (MULTIPLE ANSWERS POSSIBLE)

TOTAL

Belgique

/ Belgium

Danemark

/ Den

mark

Allemagne / Germany

Grèce /

Greece

Espagne

/ Spai

n

France

Irlande / Ireland

Italie/

Italy

Luxembourg

PaysBas /

Netherlan

ds

Portugal

Royaume-Uni (Grande

Bretagne, Irlan

de du

Nord) /

United

Kingdom (Gre

at Britain,

Northern Ireland)

Autriche /Austr

ia

Suède /

Sweden

Finlande

/ Finland

République de Chypre / Republic of

Cyprus

Républiqu

e tchèque

/ Czec

h Republic

Estonie /Estonia

Hongrie / Hungary

Lettonie /Latvi

a

Lituanie /Lithuania

Malte /

Malta

Pologne

/ Poland

Slovaquie /

Slovakia

Slovénie

/ Slovenia

Autre

pays/

Other

countries

NSP / DK

UE25 EU25 ### 2% 1% 17% 2% 10% 12% 1% 14% 0% 4% 2% 13% 2% 2% 1% 0% 2% 0% 2% 0% 1% 0% 9% 1% 1% 1% - BE 1020 96% 0% 0% - 0% 1% - 1% - 1% 1% 0% - - - 0% - - - - - - 0% - - 0% - CZ 1036 0% - 0% - 0% - - - - - - - - - - - 99% - - - - - - 1% - 0% - DK 1002 0% 98% 1% - - 0% 0% - - - - 1% - 0% - - 0% - - 0% 0% - - - - - - D-W 1021 - 0% 97% 0% 0% 0% - 1% - 0% - 0% 0% 0% - 0% 0% - 0% - - - 0% - 0% 0% - DE 1526 - 0% 97% 0% 0% 0% - 1% - 0% - 0% 0% 0% - 0% 0% - 0% - - - 0% - 0% 0% - D-E 505 - 1% 99% - - - - - - - - - 0% - - - 0% - 0% - - - 0% - - 0% - EE 1005 - - - - - - - - - - - - - - - - - 100% - 0% 0% - - - - - - EL 1000 - - 0% 99% - 0% - - - - - 0% - 0% - 0% 0% - - - - - - - - - - ES 1009 - - 0% - 99% 1% 0% 0% - 0% - - - 0% - - - - - - - - 0% 0% - 5% - FR 1022 0% - - - 0% 99% - 0% - - 0% 0% 0% - - - - - 0% - - - 0% - - 2% - IE 1000 0% 0% - - 0% 0% 96% 0% - - - 2% - 0% - - - 0% - 0% 0% - 0% - - - - IT 1003 0% - - - - - - 100% 0% - - - - - - - - - - - - - 0% - - - - CY 508 0% 1% - 2% - - 0% - - - 0% 0% - - - 99% - - - - 0% - - - - 0% - LV 1016 - 0% - - - - - - - - 1% - - - - - - - - 99% 0% - - - - 0% - LT 1004 - 0% - - - - - - - - - 0% - - - - - - - - 100% - - - - - - LU 502 2% - 2% - 0% 6% 0% 4% 71% 2% 12% 1% - - - - 0% - - - - - - 0% - - - HU 1009 0% - 0% - - - - - 0% - 0% 0% - - - - 0% - 100% - - - - - - - - MT 500 - - - - - 0% - - - - - 0% - - - - - - - 0% - 98% 0% - 0% - - NL 1062 1% - 0% - 0% - - - - 99% 0% 0% 0% - - - - - - - - - - - - - - AT 1041 - - 0% - - - - - - - - 0% 99% - - - - - - - - - 0% - 0% 0% - PL 1000 - - 0% 0% - - - - - - - - - - - - - - - - - 0% 100% - - - - PT 1011 - - - - 0% 0% - - - 0% 99% - - 0% - - - - - - - - - - - - - SI 1055 - - - - - - - 0% - - - - - - - - - - - - - - - 0% 100% 0% - SK 1092 - - - - - - - - - - - - - - - - 0% - 0% - - - - 100% - - - FI 1004 - - - - 0% - - - - - - - - 0% 99% 0% - 1% - - - - - - - - - SE 1001 0% 1% 0% - - - - - - - - - 1% 97% 1% - - 0% 0% - - - 0% 0% - - - UK 1322 - - 0% 0% 0% 0% 1% 0% - 0% 0% 97% 0% 0% - - - - - 0% - 0% 0% 0% - 2% -

QB1.1 Pourriez-vous me dire si vous avez acheté des biens ou des services en (NOTRE PAYS) ou ailleurs au cours des 12 derniers mois ? (PLUSIEURS REPONSES POSSIBLES)

QB1.1 Please tell me if you have purchased any goods or services in the last 12 months, in (OUR COUNTRY) or elsewhere. (MULTIPLE ANSWERS POSSIBLE)

Par Internet (site Web, courrier électronique, etc.)

Via the Internet (website, email, etc.)

TOTAL

Oui, auprès d’un vendeur\ fournisseur

établi en (NOTRE PAYS) / Yes, from a

seller\ provider located in (OUR

COUNTRY)

Oui, auprès d’un vendeur\ fournisseurétabli dans un autre pays de l’UE / Yes,

from a seller\ provider located in another EU country

Oui, auprès d’un vendeur\ fournisseurétabli en dehors de l’UE / Yes, from a seller\ provider

located outside the EU

Oui, mais vous ignorez le pays

d’origine du vendeur\ fournisseur/ Yes, but you do not

know where the seller\ provider was

located

Non / No NSP / DK Oui / Yes

UE25 EU25 24750 23% 6% 3% 1% 73% 0% 27%BE 1020 17% 12% 3% 1% 73% 0% 27%CZ 1036 21% 3% 1% 1% 76% 0% 24%DK 1002 46% 19% 8% 1% 47% 0% 53%D-W 1021 31% 5% 2% 0% 67% 0% 33%DE 1526 30% 4% 2% 0% 68% 0% 32%D-E 505 26% 3% 2% 0% 73% - 27%EE 1005 17% 4% 2% 0% 79% 1% 20%EL 1000 2% 1% 1% 0% 96% - 4%ES 1009 9% 4% 1% 1% 88% 0% 12%FR 1022 26% 7% 4% 2% 70% 0% 30%IE 1000 19% 12% 6% 1% 74% 1% 25%IT 1003 11% 4% 2% 2% 83% 1% 16%CY 508 0% 4% 1% 0% 94% 0% 6%LV 1016 11% 3% 0% 1% 85% 1% 14%LT 1004 4% 1% 1% 0% 94% 0% 6%LU 502 7% 28% 3% 0% 68% 1% 32%HU 1009 8% 1% 1% 0% 89% 1% 11%MT 500 4% 11% 4% 1% 83% - 17%NL 1062 46% 15% 7% 2% 47% - 53%AT 1041 21% 18% 8% 3% 65% 1% 35%PL 1000 16% 2% 0% 1% 81% 0% 18%PT 1011 3% 2% - 0% 95% 0% 5%SI 1055 10% 4% 2% 1% 86% 0% 14%SK 1092 5% 1% 0% 1% 94% 0% 6%FI 1004 34% 13% 4% 1% 60% 0% 40%SE 1001 45% 14% 7% 1% 50% 0% 50%UK 1322 41% 7% 9% 1% 56% 0% 44%



Par téléphone

By phone

TOTAL




COUNTRY)








located


UE25 EU25 24750 14% 1% 1% 0% 84% 0% 15%BE 1020 7% 1% 0% 0% 91% 0% 9%CZ 1036 11% 1% 0% 1% 88% - 12%DK 1002 17% 1% 0% 0% 82% - 18%D-W 1021 13% 1% 0% 0% 86% 0% 14%DE 1526 14% 1% 0% 0% 85% 0% 15%D-E 505 18% 1% 0% 1% 81% 0% 19%EE 1005 12% 1% 0% 0% 86% 1% 13%EL 1000 4% 0% - 0% 96% - 4%ES 1009 6% 0% 0% 0% 93% 1% 7%FR 1022 16% 1% 0% 0% 83% 0% 17%IE 1000 11% 1% 1% 0% 87% 1% 12%IT 1003 6% 2% 1% 1% 89% 2% 9%CY 508 3% 1% - 0% 96% 0% 4%LV 1016 10% 2% 0% 1% 88% 0% 12%LT 1004 8% 0% 0% 0% 91% 0% 9%LU 502 7% 6% 0% 0% 88% 1% 11%HU 1009 6% 1% 0% 0% 93% 0% 7%MT 500 19% 2% - 1% 80% - 20%NL 1062 22% 2% 1% 0% 77% 0% 23%AT 1041 9% 5% 4% 1% 83% 0% 16%PL 1000 5% 1% 0% 0% 94% 0% 6%PT 1011 2% 0% - 0% 97% 0% 2%SI 1055 12% 2% 0% 1% 86% 0% 14%SK 1092 7% 1% 0% 0% 92% 1% 7%FI 1004 30% 2% 0% 0% 68% 1% 32%SE 1001 25% 1% 1% 0% 74% 0% 25%UK 1322 35% 1% 1% 0% 64% 0% 35%



Par la poste (catalogue, vente par correspondance, etc.)

By post (catalogues, mail order, etc.)

TOTAL




COUNTRY)








located


UE25 EU25 24750 25% 2% 1% 1% 72% 1% 27%BE 1020 24% 3% 1% 0% 73% 0% 27%CZ 1036 31% 2% 0% 1% 67% - 33%DK 1002 19% 2% 1% 0% 79% - 21%D-W 1021 35% 2% 1% 0% 63% 1% 37%DE 1526 37% 2% 1% 0% 61% 1% 39%D-E 505 46% 2% 0% 0% 52% - 48%EE 1005 30% 8% 1% 1% 60% 1% 38%EL 1000 4% 0% 0% 0% 95% 0% 4%ES 1009 11% 1% 0% 0% 88% 0% 11%FR 1022 41% 1% 1% 1% 57% 0% 42%IE 1000 11% 3% 0% 0% 85% 1% 13%IT 1003 9% 2% 1% 1% 86% 2% 12%CY 508 2% 1% 0% 0% 96% 0% 3%LV 1016 20% 10% 0% 3% 68% 0% 32%LT 1004 11% 1% 0% 1% 87% 0% 12%LU 502 7% 19% 1% 0% 75% 1% 25%HU 1009 17% 1% 0% 0% 82% 1% 18%MT 500 6% 6% 0% 1% 88% 0% 12%NL 1062 28% 2% 1% 0% 70% 0% 29%AT 1041 36% 11% 4% 2% 54% 0% 46%PL 1000 16% 0% 0% 1% 83% 0% 16%PT 1011 5% 0% - 0% 94% 0% 5%SI 1055 25% 4% 0% 1% 71% 0% 29%SK 1092 21% 2% - 2% 76% 1% 24%FI 1004 38% 3% 0% 1% 59% 0% 41%SE 1001 36% 2% 0% - 63% 0% 37%UK 1322 36% 1% 0% 0% 63% 0% 37%



A un représentant de commerce qui vous a rendu visite à votre domicile ou sur votre lieu du travail

From a sales representative who visited you at your home or work place

TOTAL




COUNTRY)








located


UE25 EU25 24750 7% 1% 0% 0% 91% 0% 8%BE 1020 8% 1% 0% 0% 91% 0% 9%CZ 1036 11% 1% 0% 1% 88% - 12%DK 1002 7% 1% 0% - 93% - 7%D-W 1021 7% 1% 1% 0% 92% 0% 8%DE 1526 7% 1% 0% 0% 92% 0% 8%D-E 505 6% 1% 0% 1% 92% 0% 7%EE 1005 6% 1% 0% 0% 92% 1% 7%EL 1000 4% 0% 0% 0% 95% 0% 4%ES 1009 6% 1% - 0% 93% 0% 6%FR 1022 7% 0% - 0% 92% 0% 7%IE 1000 7% 0% 0% 0% 91% 1% 8%IT 1003 7% 2% 1% 1% 87% 2% 11%CY 508 7% 0% 0% 1% 92% 0% 8%LV 1016 12% 1% 0% 1% 86% 0% 13%LT 1004 7% 0% 0% 0% 92% 0% 7%LU 502 5% 4% - 0% 91% 1% 8%HU 1009 10% 0% 0% 1% 89% 0% 11%MT 500 9% 0% 0% 1% 90% - 10%NL 1062 10% 1% 0% 0% 90% - 10%AT 1041 9% 5% 2% 1% 83% 0% 16%PL 1000 6% 0% 0% 1% 94% - 6%PT 1011 2% 0% - 0% 97% 0% 3%SI 1055 7% 1% 0% 0% 91% 1% 8%SK 1092 8% 0% 0% 1% 90% 1% 9%FI 1004 13% 1% 0% 0% 85% 0% 14%SE 1001 10% 1% 0% - 89% 0% 11%UK 1322 8% 0% 0% 0% 92% 0% 8%

QB2.1 Au cours des 12 derniers mois, avez-vous … ?

QB2.1 In the last 12 months, have you…?

Effectué un voyage dans un autre pays de l’Union européenne principalement pour faire des achats (VOYAGES DANS CE BUT PRECIS pour acheter des vêtements, appareils électroniques, etc.)

Made a trip to another European Union country, primarily for shopping (TRIPS MADE FOR THIS PURPOSE, for purchasing clothes, electronics, etc.)

TOTALOui, plusieurs fois / Yes,

several times

Oui, mais seulement une ou deux fois / Yes, but only once

or twiceNon / No NSP / DK Oui / Yes

UE25 EU25 24750 4% 6% 89% 1% 11%BE 1020 11% 10% 79% 0% 21%CZ 1036 8% 10% 82% 0% 18%DK 1002 7% 13% 80% - 20%D-W 1021 8% 9% 83% 0% 16%DE 1526 8% 10% 82% 0% 18%D-E 505 11% 12% 77% - 23%EE 1005 3% 4% 92% 1% 7%EL 1000 - 2% 98% - 2%ES 1009 0% 2% 97% 1% 2%FR 1022 6% 5% 89% 0% 11%IE 1000 3% 7% 89% 1% 10%IT 1003 1% 5% 92% 2% 6%CY 508 0% 6% 93% - 7%LV 1016 1% 4% 94% 1% 5%LT 1004 1% 2% 96% 1% 3%LU 502 27% 13% 59% - 41%HU 1009 3% 4% 93% 0% 6%MT 500 1% 2% 97% - 3%NL 1062 6% 10% 84% 0% 15%AT 1041 14% 22% 63% 1% 36%PL 1000 3% 5% 92% 0% 8%PT 1011 3% 3% 94% 1% 6%SI 1055 17% 15% 68% - 32%SK 1092 9% 13% 77% 0% 22%FI 1004 4% 12% 83% 0% 17%SE 1001 4% 10% 86% - 14%UK 1322 2% 6% 92% 0% 8%

QB2.2 Au cours des 12 derniers mois, avez-vous … ?

QB2.2 In the last 12 months, have you…?

Profité de l’occasion pour acheter des biens ou des services, au cours de vacances ou d’un déplacement professionnel dans un autre pays de l’Union européenne (à l’exclusion des achats liés au voyage, tels que hébergement, loisirs, repas)

Taken the opportunity to purchase goods or services, whilst on holiday or on a business trip in another European Union country (excluding purchases linked to the trip such as travel accommodation, leisure activities, meals)

TOTALOui, plusieurs fois / Yes,

several times

Oui, mais seulement une ou deux fois / Yes, but only once

or twiceNon / No NSP / DK Oui / Yes

UE25 EU25 24750 6% 12% 81% 0% 19%BE 1020 14% 17% 69% 0% 31%CZ 1036 8% 13% 79% 0% 21%DK 1002 14% 23% 62% 0% 38%D-W 1021 9% 15% 77% 0% 23%DE 1526 9% 15% 77% 0% 23%D-E 505 8% 15% 77% - 23%EE 1005 7% 9% 84% 1% 16%EL 1000 1% 4% 95% - 5%ES 1009 1% 6% 92% 1% 7%FR 1022 5% 8% 87% 0% 13%IE 1000 8% 19% 71% 2% 27%IT 1003 3% 9% 87% 1% 12%CY 508 2% 17% 81% - 19%LV 1016 4% 9% 86% 1% 13%LT 1004 6% 7% 87% 0% 12%LU 502 18% 19% 63% 0% 37%HU 1009 4% 9% 87% 1% 12%MT 500 5% 13% 82% - 18%NL 1062 9% 22% 69% 0% 31%AT 1041 11% 26% 61% 1% 38%PL 1000 5% 8% 86% 0% 13%PT 1011 2% 5% 92% 1% 7%SI 1055 13% 15% 72% - 28%SK 1092 6% 11% 81% 1% 18%FI 1004 11% 27% 62% 0% 38%SE 1001 14% 30% 56% 0% 44%UK 1322 9% 18% 72% 0% 27%

QB3 Au cours des 12 derniers mois, quelle était la valeur totale approximative des biens ou des services que vous avez achetés auprès de vendeurs\ fournisseurs établis dans d’autres pays de l’Union européenne ?

QB3 In the last 12 months, approximately what was the total value of the goods or services you have purchased from sellers\ providers located in other European Union countries?

(SI 'A EFFECTUE AU MOINS UN ACHAT TRANSFRONTALIER DANS L'UE', CODE 2 EN QB1.1, QB1.2, QB1.3, QB1.4 OU CODE 1 OU 2 EN QB2.1 OU QB2.2)

(IF 'HAS MADE AT LEAST ONE EU CROSS-BORDER PURCHASE', CODE 2 IN QB1.1, QB1.2, QB1.3, QB1.4 OR CODE 1 OR 2 IN QB2.1 OR QB2.2)

TOTALMoins de 100 euros / Less than 100 euros

Entre 100 et 499 euros / Between 100

and 499 euros

Entre 500 et 999 euros / Between 500

and 999 euros

Entre 1.000 et 4.999 euros / Between 1.000 and 4.999

euros

5.000 euros ou plus /5.000 euros or more

Refus (SPONTANE) /

Refusal (SPONTANEOUS)

NSP / DK

UE25 EU25 6553 28% 44% 12% 7% 2% 2% 6%BE 455 27% 47% 14% 7% 2% 1% 2%CZ 320 48% 38% 4% 2% 2% 2% 4%DK 544 30% 42% 13% 7% 2% 1% 4%D-W 334 23% 51% 12% 8% 1% 1% 4%DE 518 26% 49% 12% 8% 1% 1% 4%D-E 196 34% 45% 11% 8% 0% - 2%EE 251 43% 37% 6% 5% 2% 3% 4%EL 69 17% 47% 17% 6% 4% 2% 8%ES 107 18% 43% 11% 9% - 5% 14%FR 251 31% 41% 11% 5% 1% 2% 8%IE 331 28% 43% 10% 4% 1% - 14%IT 157 19% 45% 14% 4% 3% 6% 9%CY 118 5% 44% 23% 11% 3% 4% 10%LV 240 42% 36% 10% 3% 1% 2% 6%LT 149 42% 42% 9% 2% - 1% 3%LU 339 11% 43% 15% 17% 7% 1% 6%HU 163 40% 41% 10% 1% 2% 3% 3%MT 135 17% 42% 15% 6% 3% - 18%NL 473 34% 40% 14% 8% 2% 0% 1%AT 584 18% 37% 21% 12% 3% 4% 6%PL 168 35% 41% 10% 5% 1% 4% 5%PT 106 22% 36% 10% 10% 2% 1% 20%SI 461 32% 41% 10% 4% 2% 5% 6%SK 332 36% 25% 6% 2% - 2% 29%FI 487 22% 44% 16% 9% 2% 0% 7%SE 542 26% 52% 8% 5% 1% 0% 7%UK 435 29% 45% 9% 9% 2% 2% 3%

QB4 Avez-vous rencontré l'une des situations suivantes lors d’achats à distance par exemple par Internet, par téléphone ou par correspondance en (NOTRE PAYS) ou ailleurs, au cours des 12 derniers mois ? (PLUSIEURS REPONSES POSSIBLES)

QB4 During the past 12 months have any of the following situations happened to you when purchasing something at a distance for example on the Internet, by phone or mail, either in (OUR COUNTRY) or elsewhere? (MULTIPLE ANSWERS POSSIBLE)

(SI 'A EFFECTUE AU MOINS UN ACHAT PAR INTERNET OU TELEPHONE OU CORRESPONDANCE', CODE 1 A 4 EN QB1.1, QB1.2, QB1.3)

(IF 'HAS MADE AT LEAST ONE PURCHASE VIA INTERNET OR PHONE OR POST', CODE 1 TO 4 IN QB1.1, QB1.2, QB1.3)

TOTAL

Un retard dans la livraison d’un

achat auprès d’un vendeur\

fournisseur établi en

(NOTRE PAYS) /A delay in the

delivery of something

purchased from a seller\

provider located in (OUR

COUNTRY)

Vous avez effectué un


fournisseur établi en

(NOTRE PAYS) et vous ne l’avezpas reçu / You

purchased something from

a seller\ provider located

in (OUR COUNTRY) and it

was not delivered at all


achat auprès d’un vendeur\ fournisseur se trouvant dans autre pays de

l’UE / A delay in the delivery of

something purchased from


in another EU country


achat auprès d’un vendeur\ fournisseur se trouvant dans

un autre pays del’UE et vous ne

l’avez pas reçu /You purchased something from


in another EU country and it

was not delivered at all



un pays en dehors de l’UE / A delay in the

delivery of something


provider located outside the EU



un pays en dehors de l’UE et

vous ne l’avez pas reçu / You

purchased something from

a seller\ provider locatedoutside the EU and it was not delivered at all



fournisseur maisdont vous

ignorez le pays d'origine / A delay in the delivery of something


provider based somewhere

unknown to you



fournisseur maisdont vous

ignorez le pays d'origine et vous

ne l’avez pas reçu / You purchased

something from a seller\

provider that was based somewhere

unknown to you and it was not delivered at all

Aucune de ces situations

(SPONTANE) / None of these

(SPONTANEOUS)

NSP / DK

UE25 EU25 11063 16% 4% 2% 0% 1% 0% 0% 0% 75% 2%BE 475 13% 3% 6% 1% 0% 0% 0% - 77% 1%CZ 501 15% 6% 1% 0% 0% - 0% - 77% 1%DK 655 14% 3% 3% 0% 1% 0% - - 80% 1%D-W 552 13% 5% 2% 0% 0% 0% 0% 0% 82% 1%DE 845 14% 5% 2% 0% 0% 0% 0% 0% 81% 1%D-E 308 18% 4% 2% 0% 0% 0% - - 79% - EE 497 13% 4% 3% 1% 2% - 0% - 79% 2%EL 97 7% 1% 3% 1% 2% - - - 84% 4%ES 220 8% 2% 1% 0% - - - - 87% 2%FR 631 24% 3% 1% 0% 1% 0% 1% - 68% 4%IE 346 13% 1% 11% 1% 4% 1% 0% - 59% 18%IT 235 11% 4% 7% 0% 3% 1% 1% 2% 68% 4%CY 56 5% 1% 11% - 2% - 1% 2% 74% 5%LV 423 12% 3% 4% 2% - 0% 1% 0% 73% 6%LT 209 7% 3% 1% - - - 1% - 74% 15%LU 236 5% 2% 18% 9% 2% - 1% - 72% 2%HU 262 13% 5% 1% 0% 2% - 1% - 79% 1%MT 185 9% 2% 10% 2% 5% - 1% - 72% 6%NL 712 17% 5% 2% 1% 1% 0% 1% - 75% 1%AT 598 9% 4% 7% 4% 2% 1% 1% 1% 73% 3%PL 302 11% 5% 1% 1% - - 1% - 80% 4%PT 96 8% 1% 4% - - - 1% - 70% 18%SI 419 14% 4% 5% 1% 0% 0% 1% - 79% 0%SK 307 24% 7% 3% 1% 0% - 1% 0% 55% 13%FI 678 11% 4% 2% 1% - 0% 1% - 84% 0%SE 714 12% 2% 2% 0% 2% 0% 1% - 83% 2%UK 874 22% 6% 1% 0% 2% 0% 1% 0% 71% 1%

QB5 Vous avez légalement le droit de renvoyer un bien ou d'annuler un contrat pour un achat fait par Internet, par téléphone ou par correspondance, dans un délai de … (ADAPTER AU PAYS) jours sans avoir à payer de pénalités. Ce droit s’appelle le délai de rétractation. Au cours des 12 derniers mois, avez-vous essayé de renvoyer un produit ou d’annuler un contrat durant le délai de rétractation, après avoir acheté quelque chose par Internet, par téléphone ou par correspondance en (NOTRE PAYS) ou ailleurs dans l’Union européenne ? (PLUSIEURS REPONSES POSSIBLES – UNE REPONSE PAR SET D’ITEMS '2-4' ET '5-7')

QB5 You have the legal right to return a product or cancel a contract for a purchase made on the Internet, by phone or by post within … (ADAPT NATIONALLY) days without paying a penalty. This is known as the cooling-off period. In the last 12 months, have you tried to return a product or cancel a contract, within the cooling-off period, after having purchased something by Internet, phone or post in (OUR COUNTRY) or somewhere else in the European Union? (MULTIPLE ANSWERS POSSIBLE – ONE ANSWER PER SET OF ITEMS '2-4' AND '5-7')

(SI 'A EFFECTUE AU MOINS UN ACHAT PAR INTERNET OU TELEPHONE OU CORRESPONDANCE DANS L'UE', CODE 1 OU 2 EN QB1.1, QB1.2, QB1.3)

(IF 'HAS MADE AT LEAST ONE PURCHASE VIA INTERNET OR PHONE OR POST WITHIN THE EU', CODE 1 OR 2 IN QB1.1, QB1.2, QB1.3)

TOTAL Non / No

Oui, auprès d’un vendeur\

fournisseur établi en (NOTRE PAYS)

et le vendeur\ fournisseur l’a

toujours accepté /Yes, from sellers\ providers located

in (OUR COUNTRY) and

the sellers\ providers always

accepted this



et le vendeur\ fournisseur l’a

parfois accepté / Yes, from sellers\ providers located


the sellers\ providers only

sometimes accepted this



et le vendeur\ fournisseur ne l’a pas accepté / Yes,

from sellers\ providers located


the sellers\ providers did not

accept this


fournisseur établi dans un autre

pays de l’UE et le vendeur\

fournisseur l’a toujours accepté /Yes, from sellers\ providers located

in another EU country and the

sellers\ providers always accepted

this




fournisseur l’a parfois accepté / Yes, from sellers\ providers located


sellers\ providers only sometimes

accepted this




fournisseur ne l’a pas accepté / Yes,

from sellers\ providers located


sellers\ providers did not accept this

NSP / DK Oui / Yes

UE25 EU25 10691 82% 13% 1% 1% 1% 0% 0% 2% 15%BE 459 83% 13% 0% 1% 2% 0% - - 17%CZ 491 78% 15% 1% 1% 1% 1% - 3% 19%DK 633 90% 8% 1% 0% 1% - - 1% 9%D-W 540 77% 21% 0% 0% 1% 0% - 1% 23%DE 830 75% 23% 0% 0% 1% 0% - 0% 24%D-E 305 70% 28% 1% 0% 1% 0% - - 30%EE 484 78% 16% 1% 1% 3% 0% - 1% 21%EL 89 91% 1% - 4% - - - 5% 5%ES 209 88% 5% 2% 1% 1% - - 2% 9%FR 616 88% 10% 0% 1% 0% - - 1% 11%IE 330 68% 7% 1% 0% 4% - - 21% 11%IT 209 82% 7% 0% 1% 4% 0% 1% 4% 14%CY 49 92% - - 2% - 4% - 2% 6%LV 393 86% 7% 0% 0% 4% 0% 0% 1% 13%LT 198 86% 6% 1% - 1% - - 6% 8%LU 231 87% 3% - - 7% 1% 1% 2% 11%HU 250 87% 8% 1% - 1% 0% - 3% 10%MT 171 84% 4% 3% 1% 1% - - 8% 8%NL 687 82% 16% 0% 1% 0% - 0% 1% 18%AT 571 79% 12% 3% 1% 3% - 1% 4% 18%PL 293 86% 4% 0% 1% - - - 9% 5%PT 93 77% 4% 1% 1% 2% - - 14% 9%SI 400 78% 18% 2% - 3% 1% 0% - 22%SK 289 64% 9% 1% - - - 1% 26% 10%FI 673 75% 21% 2% 0% 1% 0% - 1% 24%SE 705 84% 13% 1% 1% 1% 0% - 1% 15%UK 850 85% 12% 0% 1% 0% - 0% 2% 14%

QB6 Vous avez légalement le droit de renvoyer un bien ou d’annuler un contrat pour un achat fait auprès d’un représentant de commerce dans un délai de … (ADAPTER AU PAYS) jours sans avoir à payer de pénalités. Ce droit s’appelle le délai de rétractation. En ne pensant qu’aux choses que vous avez achetées auprès d’un représentant de commerce à votre domicile ou sur votre lieu de travail au cours des 12 derniers mois, avez-vous tenté de renvoyer un produit ou d’annuler un contrat durant le délai de rétractation ? (PLUSIEURS REPONSES POSSIBLES – UNE SEULE REPONSE PAR SET D’ITEMS '2-4' ET '5-7')

QB6 You have the legal right to return a product or cancel a contract from doorstep selling within ...(ADAPT NATIONALLY) days without paying a penalty. This is known as the cooling-off period. Now, thinking about anything you have bought from a sales representative at home or at the work place, in the last 12 months. Have you tried to return a product or cancel a contract within the cooling-off period? (MULTIPLE ANSWERS POSSIBLE – ONE ANSWER PER SET OF ITEMS '2-4' AND '5-7')

(SI 'OUI DANS L'UE', CODE 1 OU 2 EN QB1.4)

(IF 'YES, WITHIN THE EU', CODE 1 OR 2 IN QB1.4)

TOTAL Non / No

Oui, auprès d’entreprises établies en

(NOTRE PAYS) et elles l’ont

toujours accepté /Yes, from

companies locatedin (OUR

COUNTRY) and it was always

accepted


(NOTRE PAYS) et elles l’ont parfois

accepté / Yes, from companies located in (OUR COUNTRY) and it

was only sometimes accepted


(NOTRE PAYS) et elles ne l’ont pas

accepté / Yes, from companies located in (OUR

COUNTRY) and it was not accepted

Oui, auprès d’entreprises

établies dans un autre pays de l’UE

et elles l’ont accepté / Yes,

from companies located in anotherEU country and It

was always accepted



et elles l’ont parfois accepté /

Yes, from companies located

in another EU country and it was

only sometimes accepted



et elles ne l’ont pas accepté / Yes,from companies

located in anotherEU country and it was not accepted

NSP / DK Oui / Yes

UE25 EU25 1891 84% 8% 2% 2% 2% 1% 1% 2% 14%BE 87 95% 4% - 1% - - - - 5%CZ 118 81% 11% 2% 2% 1% - - 3% 15%DK 70 92% 6% 2% - - 1% - - 8%D-W 72 86% 8% 2% 4% 1% 2% - - 14%DE 106 87% 8% 2% 3% 1% 2% - - 13%D-E 34 93% 7% - - - - - - 7%EE 67 86% 8% 2% 4% - - - - 14%EL 41 90% - 2% 2% - - - 6% 4%ES 64 84% 10% 2% 2% 2% - - 2% 15%FR 73 87% 6% - 3% - - 3% - 13%IE 76 59% 15% 6% - 3% - - 19% 22%IT 89 72% 10% 3% - 9% 1% 1% 4% 24%CY 39 57% 16% 11% 9% - - - 6% 36%LV 131 91% 7% 1% - - - - 1% 8%LT 71 87% 5% 1% 1% - - - 6% 7%LU 38 92% 3% - - 3% - - 2% 6%HU 102 88% 8% 1% - 1% - - 2% 10%MT 47 81% 3% - - - - - 15% 3%NL 104 94% 5% 1% - 1% - - - 6%AT 137 67% 12% 5% - 7% 2% 3% 3% 30%PL 57 93% 7% - - - - - - 7%PT 25 31% 4% 5% - 8% - - 52% 17%SI 80 79% 13% 2% 2% 2% 1% - - 21%SK 88 82% 5% 1% - - - - 12% 6%FI 139 83% 17% - 0% - - - - 17%SE 105 82% 6% 2% - 1% - - 10% 8%UK 103 86% 7% 1% 4% - - - 2% 12%

QB7 Au cours des 12 derniers mois, avez-vous acheté ou souscrit à un des services financiers suivants ? (PLUSIEURS REPONSES POSSIBLES)

QB7 In the last 12 months, have you purchased or signed up to any of the following financial services? (MULTIPLE ANSWERS POSSIBLE)

TOTAL

Un compte à vue ou un

compte d’épargne /

A current or savings account

Une carte bancaire

(de débit\ de crédit\

de paiement) / A card (debit\ credit\

payment\ bank card)

Une police d’assurancesur la vie /

A life insurance

policy

Un plan de

retraite privé / A private pension

plan

Un autre type

d’assurance(assurance

maladie, habitation,

voyage, véhicule,

etc.) / Other kind

of insurance (health, home,

travel, car insurance,

etc.)

Des actions/ Stocks\

shares

Des parts d’un fonds

de placements/ Shares in

an investment

fund

Un prêt hypothécair

e (prêt pour l’achat

d’une maison) / A mortgage

(loan to buy a

house)

Un prêt pour

d’autres fins que l’achat d’une

maison / A loan for

uses other than buying

a house

Non, vous n’en avez

pas acheté / No, you

did not buyany

Autre (SPONTANE

) / Other (SPONTANE

OUS)

NSP / DK Oui / Yes

UE25 EU25 24750 8% 7% 4% 3% 9% 3% 2% 4% 4% 70% 1% 2% 28%BE 1020 10% 7% 3% 5% 8% 5% 3% 3% 4% 70% 1% 1% 29%CZ 1036 6% 9% 6% 6% 7% 0% 1% 2% 7% 68% 0% 2% 30%DK 1002 11% 15% 4% 7% 19% 15% 4% 11% 12% 46% 0% 1% 53%D-W 1021 8% 4% 1% 3% 8% 6% 4% 1% 2% 75% 1% 1% 24%DE 1526 7% 4% 2% 3% 8% 5% 3% 1% 2% 76% 1% 1% 23%D-E 505 6% 4% 2% 4% 8% 3% 2% - 1% 80% 0% 0% 20%EE 1005 33% 35% 7% 15% 17% 3% 2% 5% 7% 43% 0% 4% 53%EL 1000 5% 7% 1% 1% 3% 1% 0% 1% 5% 82% 0% - 18%ES 1009 7% 6% 2% 1% 3% 1% 1% 3% 2% 82% 0% 1% 17%FR 1022 7% 8% 6% 2% 9% 5% 1% 6% 5% 66% 1% 3% 31%IE 1000 7% 5% 2% 1% 14% 1% 1% 3% 7% 64% 3% 5% 31%IT 1003 4% 5% 3% 1% 4% 1% 3% 2% 3% 74% 1% 3% 22%CY 508 13% 10% 3% 1% 20% 3% 0% 6% 11% 59% 0% 1% 40%LV 1016 15% 24% 6% 9% 13% 0% - 4% 10% 52% 0% 4% 43%LT 1004 9% 18% 6% 5% 14% 1% 0% 1% 6% 59% 0% 4% 37%LU 502 10% 12% 6% 4% 11% 5% 4% 5% 6% 66% 0% 0% 34%HU 1009 2% 10% 4% 4% 4% 0% 0% 1% 1% 79% 1% 1% 19%MT 500 8% 6% 2% 2% 13% 5% 4% 1% 3% 68% - 1% 31%NL 1062 14% 12% 4% 3% 31% 6% 2% 9% 4% 48% 1% 0% 52%AT 1041 6% 8% 5% 3% 4% 2% 1% 1% 1% 73% 1% 2% 25%PL 1000 8% 7% 5% 1% 7% 1% 1% 1% 7% 70% 1% 2% 28%PT 1011 5% 5% 2% 0% 2% 0% 0% 1% 2% 86% 1% 3% 11%SI 1055 7% 7% 9% 2% 25% 3% 4% 1% 5% 60% 2% - 40%SK 1092 8% 9% 5% 12% 8% 1% 1% 2% 3% 68% 0% 2% 30%FI 1004 10% 14% 3% 3% 18% 4% 7% 6% 9% 54% 1% 1% 45%SE 1001 12% 14% 5% 6% 20% 13% 8% 12% 6% 50% 1% 0% 49%UK 1322 11% 9% 4% 1% 14% 3% 2% 7% 5% 61% 0% 2% 37%

QB8 Au cours des 12 derniers mois, avez-vous acheté ou souscrit à un service financier par Internet, par téléphone ou par correspondance ? (PLUSIEURS REPONSES POSSIBLES)

QB8 Were any of these financial services purchased or signed up over the Internet, phone or post in the last 12 months? (MULTIPLE ANSWERS POSSIBLE)

(SI 'A ACHETE AU MOINS UN SERVICE FINANCIER', CODE 1 A 9 OU 11 EN QB7)

(IF 'HAS PURCHASED SIGNED UP TO AT LEAST ONE FINANCIAL SERVICE', CODE 1 TO 9 OR 11 IN QB7)

TOTAL

Non, vous ne l’avez pas acheté par Internet, par

téléphone ou par correspondance / No,not over the Internet,

phone or post

Oui, à un vendeur\ fournisseur établi en (NOTRE PAYS) / Yes,

from a seller\ provider located in

(OUR COUNTRY)

Oui, à un vendeur\ fournisseur établi

dans un autre pays de l’UE / Yes, from a

seller\ provider located in another EU

country

Oui, à un vendeur\ fournisseur établi en dehors de l’UE / Yes,

from a seller\ provider located outside the EU

Oui, mais vous ne savez pas où ce

vendeur\ fournisseurétait établi / Yes, but

you do not know where the seller\

provider was located

NSP / DK Oui / Yes

UE25 EU25 6967 70% 26% 1% 1% 1% 2% 28%BE 292 87% 10% 2% 1% - 1% 12%CZ 309 78% 19% 0% - 0% 2% 20%DK 535 74% 24% 1% 0% 0% 0% 25%D-W 244 71% 28% 2% - 1% 1% 29%DE 353 69% 29% 2% - 1% 1% 30%D-E 101 61% 34% 3% - 1% 2% 37%EE 534 67% 26% 1% 1% 1% 5% 28%EL 180 74% 25% 1% - 1% - 26%ES 169 82% 12% 1% 0% 1% 5% 14%FR 319 90% 7% - 0% 1% 2% 9%IE 310 47% 39% 2% 0% 1% 13% 41%IT 222 80% 8% 5% 2% 3% 4% 17%CY 204 87% 9% 3% - - 2% 11%LV 439 79% 17% 2% 0% 1% 2% 19%LT 373 90% 7% 1% 0% 1% 2% 8%LU 169 71% 22% 6% 1% - 3% 26%HU 196 83% 9% 4% - - 3% 13%MT 154 78% 21% - - - 1% 21%NL 551 54% 43% 1% 0% 0% 3% 43%AT 264 58% 24% 11% 6% 1% 4% 38%PL 282 79% 17% 0% 0% - 3% 17%PT 114 84% 9% - - - 7% 9%SI 427 84% 14% 1% 0% 0% 1% 15%SK 325 67% 28% 1% - 1% 3% 29%FI 451 66% 32% 1% 0% 0% 1% 33%SE 494 40% 57% 1% 0% 1% 1% 59%UK 489 46% 51% 1% 1% 1% 1% 53%

QB9 Avez-vous rencontré une des difficultés suivantes à l’occasion d’achats de services financiers par Internet, par téléphone ou par correspondance au cours des 12 derniers mois ? (PLUSIEURS REPONSES POSSIBLES)

QB9 Have you encountered any of the following when purchasing or signing up to financial services by Internet, phone or post in the last 12 months? (MULTIPLE ANSWERS POSSIBLE)

(SI 'OUI', CODE 2 A 5 EN QB8)

(IF 'YES', CODE 2 TO 5 IN QB8)

TOTAL

Vous n’avezpas été

confronté(e) à des

problèmes importants / You have

not encountere

d any significant problems

Des information

s insuffisante

s\ inexactes avant la

signature du contrat

/ Insufficient

\ inaccurate

informationbefore

signing a contract

Des information

s mensongèr

es\ trompeuses

avant la signature du contrat

/ Misleading\deceptive

informationbefore

signing a contract

Des information

s excessives\incompréhe

nsibles / Excessive\ incomprehe

nsible information

Des conditions différentes de celles

qui avaient été

convenues dans le contrat

(des frais cachés, etc.) /

Different conditions from the

ones agreed in

the contract (hidden charges,

etc.)

Des frais excessifs / Excessive

fees

Un service de

mauvaise qualité, ne correspondant pas auxconditions prévues dans le

contrat / Poor

service provision, which did not meet the terms

fixed by thecontract\

agreement

Des difficultés àcontacter la

société financière /Difficulties

in contacting

the financial company

Des difficultés àse plaindre auprès de la société

financière /Difficulties

in complainin

g to the financial company

Des difficultés àchanger de

banque\ d’institution financière

/ Difficulties in changing

bank\ financial

institution

Des difficultés àcomparer des offres

de prestataire

s de services

financiers /Difficulties

in comparing offers from

financial service

providers

Autre (SPONTANE

) / Other (SPONTANE

OUS)

NSP / DK Oui / Yes

UE25 EU25 1953 74% 5% 4% 5% 3% 4% 2% 2% 1% 1% 2% 1% 6% 20%BE 34 72% 5% 8% 5% - 9% 5% 3% 5% - 3% 3% 3% 25%CZ 61 52% 13% 2% 5% 4% 5% 2% 2% - 6% 4% - 17% 31%DK 135 87% 4% - 1% 2% - 4% 3% 1% - 3% 1% - 13%D-W 70 74% 8% 5% 4% 9% 2% 5% 2% 1% 3% 3% - 5% 21%DE 106 74% 8% 5% 4% 9% 3% 4% 2% 1% 2% 3% 0% 4% 22%D-E 38 75% 9% 2% 6% 8% 7% 3% - 1% - 3% 2% 3% 22%EE 147 75% 8% 1% 3% 4% 1% 4% 1% 1% - 1% 1% 10% 15%EL 47 91% 3% 3% 3% 2% - 3% - - - 3% - 3% 7%ES 23 75% 3% 6% 3% 6% 3% - 3% 4% 8% - - 3% 22%FR 28 74% 11% - 14% 3% 3% - 11% 3% - 13% - 5% 21%IE 126 45% 1% 1% 1% 2% 3% 1% - 2% 2% 2% 2% 44% 11%IT 37 29% 18% 26% 15% 2% 21% - - - - - - 4% 67%CY 23 74% 4% 10% 4% 4% 17% - - 13% - - - 4% 23%LV 84 84% 2% 3% 3% 2% 3% - 2% - 1% 6% - 3% 14%LT 32 57% 7% - 7% 2% 4% 5% 8% 3% - 4% 3% 15% 29%LU 44 84% 3% - - 2% 8% 2% - - - 3% - 6% 10%HU 26 60% 16% 18% 18% - 8% 4% - - - - - 3% 38%MT 33 97% - - 3% - - - - - - - - - 3%NL 239 82% 3% 1% 5% 1% 3% 4% 3% 0% 0% 3% 2% 3% 15%AT 101 37% 17% 29% 8% 4% 4% 2% 1% - - 1% 2% 8% 56%PL 49 81% 6% 2% 2% - 4% 3% - 2% - 2% - 5% 13%PT 10 73% - - - - - - - - - 14% - 14% 14%SI 64 80% 3% 2% 2% 4% 10% 1% - - - 1% 5% - 20%SK 95 67% 8% 3% 10% 1% 15% - 1% - 1% 6% - 6% 27%FI 149 83% 2% 2% 4% 1% 4% 1% 1% 1% 1% 1% 2% 2% 15%SE 291 92% 2% 1% 1% 1% 1% 1% 1% 1% - 2% 1% 0% 8%UK 257 78% 1% 2% 4% 3% 3% 2% 2% 2% 1% 1% 1% 7% 14%

QB10 A votre avis, quels seraient les obstacles majeurs auxquels vous pourriez vous trouver confronté(e) lors de l’achat ou la souscription de services financiers dans un autre pays de l’Union européenne par rapport à (NOTRE PAYS) ? Veuillez me donner maximum 3 réponses.

QB10 In your opinion, what are the main barriers you see in purchasing or signing up for financial services from sellers\ providers in another European Union country compared to (OUR COUNTRY)? Please, give maximum 3 answers.

TOTAL

Des information

s insuffisante

s\ imprécises

/ Insufficient

\ inaccurate

information

Des information

s trompeuses

\ mensongèr

es / Misleading\deceptive

information

Des informations excessives\

incompréhensibles / Excessive\ incomprehensibl

e information

des risquesliés à la

fraude lors de l’achat

de services financiers

dans d’autres pays de l’UE / Risks

related to fraud in

purchasing financial

services in other EU countries

des coûts liés à

l’achat de services

financiers dans

d’autres pays de l’UE /

Extra costs related to

purchasing financial

services in other EU countries

Le dépôt nécessaire

est trop important /The depositnecessary is too big

Des difficultés pour justifier son identité

pour acheter\ souscrire à des

services financiers dans

d’autres pays del’UE (permis de

résidence, factures

d’électricité, quittance de loyer, etc.) /

Issues related toproof of identity

when purchasing\

signing up for financial

services in otherEU countries (residence

permit, utility bills, etc.)

Un niveau de

protection du

consommateur plus

faible dans d’autres pays de l’UE /

Lower levelof

consumer protection in other EU countries

Le fait de devoir

communiquer dans une

autre langue / Having to

communicate in

another language

Un niveau de service au client

plus faible dans

d’autres pays de l’UE /

Lower levelof customerservice in other EU countries

L’absence de contact direct lors de l’achat

ou la souscriptio

n à distance /

Lack of personal contact when

purchasing or signing

up at a distance

Il n’existe pas de risques distinctifs lors de l’achat de

services financiers auprès de sociétés

établies dans d’autres pays de l’UE par rapport à

des sociétés établies en (NOTRE PAYS) (SPONTANE)

/ There are no different risks in

purchasing financialservices from

companies located in other EU

countries rather than from

companies located in (OUR COUNTRY) (SPONTANEOUS)

Autre (SPONTANE

) / Other (SPONTANE

OUS)

NSP / DK

UE25 EU25 24750 25% 14% 11% 23% 11% 6% 9% 11% 31% 5% 26% 4% 4% 16%BE 1020 33% 21% 12% 21% 15% 7% 10% 12% 34% 7% 28% 3% 8% 5%CZ 1036 24% 10% 13% 24% 16% 12% 9% 4% 45% 1% 30% 5% 2% 7%DK 1002 22% 10% 11% 30% 9% 2% 4% 14% 30% 6% 33% 3% 3% 18%D-W 1021 29% 13% 13% 29% 13% 5% 13% 21% 31% 11% 25% 4% 4% 10%DE 1526 31% 15% 14% 31% 13% 6% 12% 21% 33% 10% 25% 4% 4% 8%D-E 505 39% 21% 14% 40% 12% 6% 11% 20% 39% 6% 22% 3% 2% 3%EE 1005 30% 8% 12% 16% 15% 7% 3% 3% 20% 1% 13% 1% 8% 31%EL 1000 48% 24% 17% 27% 18% 10% 11% 3% 33% 2% 41% 3% 1% 1%ES 1009 13% 14% 5% 11% 7% 3% 7% 4% 23% 1% 21% 4% 8% 30%FR 1022 26% 20% 11% 24% 7% 6% 7% 19% 43% 5% 31% 1% 4% 9%IE 1000 27% 17% 10% 28% 17% 5% 10% 8% 29% 6% 28% 7% 3% 14%IT 1003 25% 11% 10% 18% 12% 3% 9% 9% 28% 2% 25% 4% 3% 20%CY 508 33% 26% 15% 27% 11% 2% 5% 4% 30% 3% 46% 2% 2% 16%LV 1016 35% 7% 8% 18% 12% 17% 3% 1% 17% 1% 17% 2% 4% 26%LT 1004 28% 13% 6% 25% 17% 4% 2% 2% 26% 1% 17% 1% 4% 30%LU 502 33% 17% 12% 30% 23% 3% 8% 14% 15% 5% 25% 3% 5% 12%HU 1009 20% 11% 17% 12% 8% 4% 15% 3% 38% 1% 23% 9% 3% 20%MT 500 24% 18% 12% 38% 20% 3% 10% 3% 22% 1% 50% 3% 2% 11%NL 1062 20% 13% 19% 27% 12% 1% 9% 9% 27% 3% 30% 4% 6% 13%AT 1041 29% 21% 17% 24% 16% 11% 9% 16% 22% 10% 19% 4% 5% 11%PL 1000 27% 12% 15% 24% 16% 13% 5% 2% 28% 2% 28% 4% 3% 13%PT 1011 35% 19% 6% 16% 17% 7% 10% 5% 35% 2% 26% 3% 4% 17%SI 1055 30% 20% 19% 17% 20% 10% 5% 4% 29% 3% 27% 4% 12% 11%SK 1092 26% 14% 18% 30% 24% 36% 12% 7% 41% 2% 24% 1% 1% 7%FI 1004 29% 14% 15% 38% 12% 3% 7% 16% 29% 4% 21% 2% 14% 3%SE 1001 18% 10% 12% 38% 13% 2% 6% 15% 30% 5% 43% 3% 5% 9%UK 1322 18% 9% 5% 23% 7% 2% 11% 8% 27% 7% 20% 5% 3% 30%

QB11 Au cours des 12 derniers mois, avez-vous reçu, vu ou entendu des publicités ou des offres qui vous invitent à acheter des biens ou des services dans d’autres pays de l’Union européenne (par Internet, par courrier électronique, par correspondance, des prospectus dans votre boîte postale, par téléphone, à la télévision, à la radio, dans les journaux, les revues, etc.) ?

QB11 In the last 12 months, have you received, seen or heard advertisements or offers which invited you to purchase goods or services directly from sellers\ providers located in other European Union countries (via the Internet, email, by post, leaflets in your post box, by telephone, on television, on radio, in newspapers, magazines, etc.)?

TOTAL Souvent / Often Parfois / Sometimes Rarement / Rarely Jamais / Never NSP / DKUE25 EU25 24750 10% 17% 12% 57% 3%BE 1020 15% 20% 13% 52% 0%CZ 1036 10% 16% 15% 55% 4%DK 1002 26% 29% 13% 29% 2%D-W 1021 6% 15% 14% 62% 4%DE 1526 7% 14% 14% 62% 4%D-E 505 7% 12% 15% 62% 3%EE 1005 17% 12% 10% 57% 4%EL 1000 10% 14% 7% 68% 1%ES 1009 19% 19% 12% 46% 3%FR 1022 8% 14% 7% 69% 1%IE 1000 17% 26% 19% 32% 6%IT 1003 5% 15% 11% 63% 5%CY 508 10% 8% 5% 76% 1%LV 1016 17% 21% 12% 48% 2%LT 1004 15% 16% 9% 57% 3%LU 502 36% 27% 9% 27% 1%HU 1009 5% 13% 11% 68% 3%MT 500 13% 31% 12% 41% 2%NL 1062 15% 20% 12% 50% 3%AT 1041 16% 29% 17% 34% 4%PL 1000 14% 17% 11% 55% 4%PT 1011 6% 17% 14% 61% 2%SI 1055 16% 25% 20% 38% 1%SK 1092 12% 19% 23% 42% 4%FI 1004 12% 24% 16% 47% 1%SE 1001 17% 23% 14% 43% 3%UK 1322 8% 22% 10% 56% 5%

QB12.1 Pour chacune des situations suivantes, pourriez-vous me dire si cela vous est arrivé en (NOTRE PAYS) ou ailleurs, au cours des 12 derniers mois ? (PLUSIEURS REPONSES POSSIBLES)

QB12.1 Have any of the following happened to you in the last 12 months in (OUR COUNTRY) or elsewhere? (MULTIPLE ANSWERS POSSIBLE)

Vous avez reçu des publicités ou offres commerciales non sollicitées (démarchage téléphonique, spams, marketing direct, etc.)

You received unsolicited commercial advertisements or offers (cold calls, spam emails, direct marketing, etc.)

TOTAL

Oui, d’un vendeur\ fournisseur établi en (NOTRE PAYS) / Yes,


(OUR COUNTRY)

Oui, d’un vendeur\ fournisseur établi



country

Oui, d’un vendeur\ fournisseur établi en dehors de l’UE / Yes,





located


UE25 EU25 24750 47% 10% 6% 11% 40% 1% 58%BE 1020 40% 16% 7% 13% 43% - 57%CZ 1036 38% 9% 3% 11% 48% 1% 51%DK 1002 46% 25% 18% 17% 31% 1% 68%D-W 1021 52% 16% 9% 11% 39% 1% 60%DE 1526 54% 15% 8% 10% 38% 1% 61%D-E 505 60% 9% 4% 8% 33% - 67%EE 1005 52% 7% 3% 8% 38% 2% 59%EL 1000 45% 2% 1% 4% 50% 0% 50%ES 1009 47% 8% 3% 13% 40% 1% 59%FR 1022 53% 8% 4% 13% 35% 1% 64%IE 1000 41% 13% 7% 14% 45% 2% 53%IT 1003 34% 4% 2% 7% 52% 3% 44%CY 508 26% 4% 1% 4% 68% 0% 32%LV 1016 34% 7% 2% 7% 58% 1% 42%LT 1004 29% 4% 2% 2% 66% 1% 33%LU 502 23% 36% 4% 3% 49% 2% 49%HU 1009 33% 5% 3% 8% 56% 1% 43%MT 500 44% 12% 6% 6% 45% 1% 54%NL 1062 62% 18% 13% 17% 22% 2% 76%AT 1041 37% 28% 15% 17% 37% 2% 61%PL 1000 54% 7% 2% 9% 35% 1% 64%PT 1011 26% 4% 1% 5% 68% 1% 32%SI 1055 63% 17% 6% 7% 29% 1% 70%SK 1092 34% 4% 2% 8% 58% 1% 42%FI 1004 70% 15% 6% 8% 23% 0% 76%SE 1001 60% 20% 14% 15% 27% 1% 72%UK 1322 49% 10% 10% 12% 36% 2% 62%



Vous avez reçu, vu ou entendu des publicités ou offres mensongères, trompeuses ou frauduleuses

You received, saw, or heard misleading, deceptive or fraudulent advertisements or offers

TOTAL



(OUR COUNTRY)




country






located


UE25 EU25 24750 22% 5% 3% 7% 63% 5% 32%BE 1020 14% 5% 4% 7% 74% 1% 26%CZ 1036 30% 6% 2% 11% 50% 6% 43%DK 1002 10% 7% 13% 17% 56% 3% 40%D-W 1021 25% 9% 5% 8% 61% 3% 36%DE 1526 27% 8% 5% 8% 60% 3% 37%D-E 505 33% 6% 3% 6% 56% 2% 42%EE 1005 21% 3% 2% 6% 59% 13% 28%EL 1000 27% 0% 0% 2% 70% 0% 30%ES 1009 29% 5% 2% 10% 56% 5% 39%FR 1022 22% 4% 2% 8% 63% 5% 32%IE 1000 10% 6% 4% 7% 70% 9% 21%IT 1003 15% 2% 1% 4% 71% 7% 22%CY 508 27% 3% 0% 3% 68% 0% 32%LV 1016 18% 3% 1% 6% 72% 3% 25%LT 1004 26% 2% 1% 4% 64% 5% 31%LU 502 7% 13% 2% 1% 74% 6% 20%HU 1009 18% 2% 2% 4% 71% 4% 25%MT 500 12% 4% 2% 5% 76% 5% 20%NL 1062 33% 11% 9% 11% 48% 5% 47%AT 1041 16% 15% 9% 13% 56% 7% 37%PL 1000 24% 3% 0% 6% 60% 9% 30%PT 1011 13% 1% 1% 3% 81% 3% 16%SI 1055 18% 4% 2% 4% 72% 3% 25%SK 1092 22% 3% 2% 11% 61% 5% 34%FI 1004 23% 7% 6% 8% 64% 3% 33%SE 1001 17% 6% 8% 12% 56% 8% 36%UK 1322 17% 6% 5% 6% 70% 4% 26%



Vous avez répondu à une publicité ou offre mensongère, trompeuse ou frauduleuse en contactant le vendeur\ fournisseur (par téléphone, réponse à un courrier électronique, verser de l’argent, etc.)

You responded to a misleading, deceptive or fraudulent advertisement or offer by contacting the seller\ provider in some way (calling them, replying to an email, paying some money, etc.)

TOTAL



(OUR COUNTRY)




country






located


UE25 EU25 24750 4% 1% 1% 1% 93% 1% 6%BE 1020 3% 1% 1% 1% 95% 0% 5%CZ 1036 3% 1% 0% 1% 94% 1% 5%DK 1002 3% 1% 2% 1% 94% 1% 6%D-W 1021 3% 2% 1% 2% 92% 1% 7%DE 1526 4% 2% 1% 2% 92% 1% 7%D-E 505 5% 0% 0% 1% 93% 1% 6%EE 1005 3% 1% 0% 1% 91% 4% 5%EL 1000 1% - - 0% 98% - 2%ES 1009 4% 0% 0% 2% 93% 1% 6%FR 1022 4% 1% - 1% 94% 1% 6%IE 1000 3% 1% 1% 2% 91% 3% 6%IT 1003 4% 2% 1% 1% 89% 2% 8%CY 508 2% - 0% 0% 96% 1% 3%LV 1016 3% 0% 0% 1% 95% 1% 4%LT 1004 5% 0% 0% 0% 93% 2% 5%LU 502 1% 1% - 1% 97% 1% 3%HU 1009 3% 0% 1% 1% 94% 1% 5%MT 500 1% 1% - 0% 98% 0% 2%NL 1062 6% 1% 1% 1% 92% 0% 8%AT 1041 4% 5% 4% 3% 85% 1% 14%PL 1000 4% 0% 0% 1% 92% 2% 5%PT 1011 1% 0% 0% 1% 97% 1% 2%SI 1055 2% 0% 0% 1% 96% 1% 4%SK 1092 3% - - 1% 95% 1% 4%FI 1004 4% 1% 0% 1% 94% 1% 5%SE 1001 2% 0% 0% 0% 95% 2% 3%UK 1322 3% 0% 0% 1% 95% 2% 4%

QB13 Seriez-vous favorable ou opposé(e) à l’interdiction de toutes les publicités ou offres commerciales non sollicitées (démarchage téléphonique, spams, marketing direct, etc.) ?

QB13 Would you be in favour or opposed to the banning of all unsolicited commercial advertisements or offers (cold calls, spam emails, direct marketing, etc.)?

TOTAL

Tout à fait favorable à l’interdiction /

Strongly in favour of banning

Plutôt favorable à l’interdiction /

Somewhat in favour of banning

Plutôt opposé(e) à l’interdiction /

Somewhat opposed to banning

Tout à fait opposé(e) à l’interdiction /

Strongly opposed to banning

NSP / DKFavorable à

l'interdiction / In favour of banning

Opposé(e) à l'interdiction /

Opposed to banning


QB14 Au cours des 12 derniers mois, avez-vous subi des pressions ou des contraintes visant à vous faire acheter quelque chose ou souscrire à un contrat ?

QB14 In the last 12 months, have you been unduly coerced or pressurised to purchase something or sign up to a contract?

TOTALOui, à plusieurs reprises / Yes, on several occasions

Oui, mais seulement une ou deux fois / Yes, but only

once or twice Non / No NSP / DK Oui / Yes

UE25 EU25 24750 4% 9% 86% 1% 13%BE 1020 5% 8% 87% 0% 13%CZ 1036 5% 11% 84% 0% 16%DK 1002 1% 1% 97% 1% 2%D-W 1021 3% 9% 88% 0% 11%DE 1526 2% 9% 89% 0% 11%D-E 505 2% 8% 89% - 11%EE 1005 5% 8% 86% 1% 13%EL 1000 8% 10% 81% - 19%ES 1009 4% 5% 90% 1% 9%FR 1022 7% 9% 83% 0% 16%IE 1000 6% 9% 83% 2% 15%IT 1003 4% 12% 78% 6% 17%CY 508 3% 4% 93% 0% 7%LV 1016 12% 12% 76% 0% 24%LT 1004 3% 5% 90% 2% 8%LU 502 4% 6% 90% 0% 10%HU 1009 2% 2% 94% 1% 5%MT 500 4% 9% 87% 0% 13%NL 1062 3% 5% 93% 0% 7%AT 1041 3% 7% 87% 2% 10%PL 1000 6% 9% 85% 1% 14%PT 1011 2% 7% 90% 0% 9%SI 1055 4% 10% 86% 0% 14%SK 1092 3% 11% 86% 0% 14%FI 1004 4% 7% 89% 0% 11%SE 1001 2% 4% 93% 0% 7%UK 1322 4% 11% 85% 0% 15%

QB15 Si vous achetez des biens qui se révèlent non conformes au contrat de vente dans les deux ans qui suivent la livraison, vous avez le droit de demander leur remplacement, leur réparation, une réduction de prix ou l’annulation de la vente. Au cours des 12 derniers mois, avez-vous essayé de demander le remplacement, la réparation, une réduction de prix ou l’annulation de la vente dans ces conditions ? (PLUSIEURS REPONSES POSSIBLES – UNE REPONSE PAR SET D’ITEMS '2-4', '5-7' ET '8-10')

QB15 If you buy goods which do not conform to the original sales contract or which show a defect within two years of delivery, you have the right to ask for the goods to be replaced, repaired, reduced in price or for the contract to be canceled. Did you try to replace, repair, ask for a price reduction or cancel a contract for this in the last 12 months? (MULTIPLE ANSWERS POSSIBLE – ONE ANSWER PER SET OF ITEMS '2-4', '5-7' AND '8-10')

TOTAL Non / No

Oui, et les vendeurs\

fournisseurs établis en (NOTRE

PAYS) ont toujours respecté

votre demande /

Yes, and sellers\

providers located in

(OUR COUNTRY)

always complied

Oui, mais les vendeurs\


PAYS) n’ont respecté

votre demande quedans certains

cas / Yes, but sellers\ providers located in

(OUR COUNTRY)

only sometimes complied



PAYS) n’ont jamais

respecté votre

demande / Yes, and sellers\


(OUR COUNTRY)

did not comply


fournisseurs établis dans

d’autres paysde l’UE ont toujours respecté

votre demande /

Yes, and sellers\

providers located in other EU countries

always complied



d’autres paysde l’UE n’ont

respecté votre

demande quedans certains

cas / Yes, but sellers\ providers located in other EU countries

only sometimes complied



d’autres paysde l’UE n’ont

jamais respecté

votre demande /

Yes, and sellers\

providers located in other EU

countries didnot comply


fournisseurs dont vous ignorez le

pays d’origine ont

toujours respecté

votre demande /

Yes, and sellers\

providers based

somewhere unknown to you always complied



pays d’origine

n’ont respecté

votre demande quedans certains

cas / Yes, but sellers\ providers

based somewhere unknown to

you only sometimes complied



pays d’origine

n’ont jamais respecté

votre demande /

Yes, and sellers\

providers based

somewhere unknown to you did not

comply

NSP / DK Oui / Yes

UE25 EU25 24750 83% 11% 2% 1% 0% 0% 0% 0% 0% 0% 2% 15%BE 1020 87% 9% 1% 1% 1% 0% - - - - 0% 13%CZ 1036 67% 24% 5% 3% 1% 0% 0% 0% 0% 0% 1% 32%DK 1002 67% 28% 2% 1% 1% 0% - - - - 1% 32%D-W 1021 77% 19% 2% 1% 0% 0% - - - - 1% 22%DE 1526 76% 19% 2% 1% 0% 0% 0% 0% - - 1% 23%D-E 505 75% 22% 2% 1% 0% 0% 0% 0% - - 0% 25%EE 1005 83% 11% 2% 1% 1% 0% 0% 0% - 0% 2% 15%EL 1000 96% 1% 1% 1% - 0% 0% - 0% - 0% 4%ES 1009 90% 5% 1% 1% 0% 0% 0% - - 0% 3% 8%FR 1022 89% 7% 1% 1% 0% - 0% - - - 2% 10%IE 1000 86% 7% 4% 1% 0% 1% 0% 0% 0% 1% 3% 11%IT 1003 85% 7% 1% 2% 1% 0% 0% 0% 0% 0% 4% 11%CY 508 96% 1% 1% 2% - 0% 0% - 0% - 0% 4%LV 1016 85% 10% 2% 2% 0% 0% 0% 0% 0% 0% 1% 14%LT 1004 85% 7% 2% 2% 0% - - 0% 0% 0% 4% 12%LU 502 86% 8% 2% 1% 3% 1% 1% 0% - - 1% 12%HU 1009 85% 7% 4% 1% 1% 0% - 0% 1% 0% 2% 13%MT 500 85% 7% 5% 1% 1% 0% 0% 0% 0% 1% 1% 14%NL 1062 75% 17% 3% 2% 1% 1% - 0% 0% - 2% 24%AT 1041 80% 13% 4% 2% 2% 0% 0% 0% 0% - 1% 18%PL 1000 85% 9% 2% 2% 0% - - - 0% 0% 2% 13%PT 1011 93% 4% 1% 0% 0% - - 1% 0% 0% 1% 6%SI 1055 85% 10% 2% 1% 1% 0% 0% - 0% 1% 0% 14%SK 1092 75% 14% 6% 3% 1% 0% 1% 0% 0% 1% 1% 23%FI 1004 76% 21% 2% 1% 0% - 0% - - - 1% 23%SE 1001 80% 17% 1% 2% 0% - - 0% - - 0% 20%UK 1322 82% 13% 1% 2% 0% 0% 0% - - 0% 1% 17%

QB16 Au cours des 12 derniers mois, avez-vous rencontré des conditions contractuelles que vous considérez comme défavorables pour le consommateur, en particulier dans des contrats types ou dans les conditions générales en (NOTRE PAYS) ou ailleurs ? (PLUSIEURS REPONSES POSSIBLES – UNE SEULE REPONSE PAR SET D’ITEMS '2-3', '4-5', '6-7' ET '8-9')

QB16 In the past 12 months, have you come across what you regard as unfair consumer contract terms, particularly in standard contracts or terms and conditions in (OUR COUNTRY) or elsewhere? (MULTIPLE ANSWERS POSSIBLE – ONE ANSWER PER SET OF ITEMS '2-3', '4-5', '6-7' AND '8-9')

TOTAL Non / No

Oui, à plusieurs

reprises, de la part de

vendeurs\ fournisseurs

établis en (NOTRE PAYS)

/ Yes, on several

occasions, from sellers\


(OUR COUNTRY)

Oui, mais seulement uneou deux fois, de la part de vendeurs\

fournisseurs établis en

(NOTRE PAYS) / Yes, but only once or twice, from sellers\


(OUR COUNTRY)

Oui, à plusieurs


vendeurs\ fournisseurs établis dans

d’autres pays de l’UE / Yes,

on several occassions,

from sellers\ providers located in other EU countries



d’autres pays de l’UE / Yes, but only once or twice, from

sellers\ providers located in other EU countries

Oui, à plusieurs



établis en dehors de l’UE

/ Yes, on several


providers located outside

the EU


fournisseurs établis en

dehors de l’UE / Yes, but only once or twice, from sellers\


the EU

Oui, à plusieurs



dont vous ignorez le pays

d’origine / Yes, on several


providers based

somewhere unknown to

you


fournisseurs dont vous

ignorez le paysd’origine /

Yes, but only once or twice, from sellers\

providers based


you

NSP / DK Oui / Yes

UE25 EU25 24750 87% 4% 5% 1% 1% 0% 0% 0% 0% 2% 10%BE 1020 89% 4% 6% 0% 0% 0% 0% 0% 0% 0% 11%CZ 1036 69% 12% 11% 1% 1% 0% 0% 2% 2% 3% 28%DK 1002 92% 3% 4% 0% 0% 0% - 0% 0% 0% 8%D-W 1021 90% 4% 4% 1% 1% 0% 0% 0% 0% 1% 9%DE 1526 89% 4% 5% 1% 1% 0% 0% 0% 0% 1% 10%D-E 505 86% 5% 8% 0% 1% 0% 0% 0% 0% 1% 14%EE 1005 91% 3% 4% 0% 0% - - - 0% 2% 8%EL 1000 96% 2% 2% 0% - 0% - 0% 0% 0% 4%ES 1009 90% 4% 3% 0% 1% - 0% 0% 0% 3% 7%FR 1022 84% 7% 6% 1% 0% 0% 0% 1% 1% 2% 14%IE 1000 87% 3% 5% 0% 1% 0% 1% 0% 0% 4% 9%IT 1003 86% 4% 4% 1% 1% 0% 0% 1% 0% 3% 10%CY 508 90% 4% 6% 1% 1% 1% - - 1% 1% 10%LV 1016 91% 5% 2% 0% 0% 0% 0% - 0% 1% 7%LT 1004 88% 7% 3% 0% 0% - - 0% - 2% 10%LU 502 90% 2% 3% 1% 2% 0% 0% - 0% 2% 8%HU 1009 86% 4% 6% 1% 0% - 0% 0% 1% 2% 12%MT 500 92% 4% 4% 0% - - - - - 1% 7%NL 1062 90% 4% 4% 0% 0% 0% - 0% 0% 2% 8%AT 1041 85% 3% 6% 2% 1% 0% 0% 0% 0% 3% 12%PL 1000 84% 7% 5% 0% 0% - - 0% 0% 4% 12%PT 1011 97% 1% 1% - - - - 0% 0% 1% 3%SI 1055 92% 3% 3% 0% 0% - 0% 0% 0% 1% 7%SK 1092 81% 9% 7% 1% 1% 0% 0% 1% 1% 2% 18%FI 1004 88% 5% 6% 0% 0% 0% 0% 0% 0% 0% 12%SE 1001 91% 2% 6% 0% 0% 0% 0% 0% - 1% 8%UK 1322 89% 3% 5% 0% 0% 0% 0% 0% 0% 2% 9%

QB17 Au cours des 12 derniers mois, avez-vous utilisé l’indication des prix par unité de mesure par exemple, le prix au kilo, au mètre ou au litre pour comparer des produits ?

QB17 In the past 12 months, how often have you compared the price of products by looking at the price per unit measure for example, price per kilo, per metre or per litre?

TOTAL Souvent / Often Parfois / Sometimes Rarement / Rarely Jamais / Never NSP / DKUE25 EU25 24750 38% 25% 13% 22% 1%BE 1020 35% 26% 12% 27% 0%CZ 1036 50% 28% 13% 8% 0%DK 1002 70% 18% 7% 4% 0%D-W 1021 40% 24% 17% 18% 1%DE 1526 42% 24% 17% 16% 1%D-E 505 47% 23% 18% 11% 1%EE 1005 48% 27% 11% 12% 2%EL 1000 43% 30% 13% 14% - ES 1009 26% 22% 16% 32% 3%FR 1022 43% 22% 7% 28% 1%IE 1000 24% 31% 20% 24% 2%IT 1003 35% 25% 13% 24% 2%CY 508 49% 19% 12% 20% 0%LV 1016 40% 22% 12% 24% 1%LT 1004 37% 30% 13% 18% 2%LU 502 35% 22% 9% 33% 0%HU 1009 40% 23% 14% 21% 1%MT 500 25% 39% 17% 19% 0%NL 1062 49% 28% 10% 12% 1%AT 1041 29% 36% 20% 14% 2%PL 1000 37% 29% 13% 20% 1%PT 1011 37% 28% 12% 22% 1%SI 1055 36% 28% 18% 18% 0%SK 1092 36% 29% 20% 14% 1%FI 1004 59% 24% 11% 6% 0%SE 1001 61% 22% 10% 7% 0%UK 1322 33% 28% 11% 27% 1%

QB18 Au cours des 12 derniers mois, avez-vous acheté un produit de "time-sharing" ou un produit similaire, c’est-à-dire le fait de pouvoir passer une période déterminée dans la même propriété chaque année, pendant un certain nombre d’années ?

QB18 In the past 12 months, have you purchased a "timeshare" or a similar product, that is to say the right to spend a set period every year in the same property for a number of years?

TOTAL Non / No

Oui, et vous n’avez pas eu problème lors de l’achat de ce

type de produits / Yes, and you did not encounter any problem when buying this

kind of product

Oui, mais vous avez eu des

problèmes lors de l’achat de ce type de produit / Yes, but

you encountered some problems when buying this

kind of product

NSP / DK Oui / Yes

UE25 EU25 24750 97% 1% 1% 1% 1%BE 1020 99% 1% 0% 1% 1%CZ 1036 98% 1% 0% 0% 2%DK 1002 99% 1% - 0% 1%D-W 1021 100% 0% 0% - 0%DE 1526 100% 0% 0% - 0%D-E 505 100% 0% - - 0%EE 1005 98% 1% 1% 0% 2%EL 1000 98% 2% - 0% 2%ES 1009 97% 1% 0% 2% 1%FR 1022 99% 0% 0% 0% 0%IE 1000 97% 1% 0% 1% 2%IT 1003 90% 3% 2% 5% 5%CY 508 99% 0% - 0% 0%LV 1016 95% 2% 1% 2% 3%LT 1004 93% 2% 1% 4% 3%LU 502 99% 1% - 1% 1%HU 1009 97% 1% 1% 2% 2%MT 500 99% 1% - 0% 1%NL 1062 99% 0% 0% 1% 0%AT 1041 88% 6% 4% 2% 9%PL 1000 96% 1% - 3% 1%PT 1011 99% 1% - 1% 1%SI 1055 97% 2% 0% 1% 2%SK 1092 97% 1% 0% 1% 1%FI 1004 99% 1% 0% 0% 1%SE 1001 100% 0% - 0% 0%UK 1322 99% 1% 0% 0% 1%

QB19 Au cours des 12 derniers mois, avez-vous acheté un voyage combinant le transport et l’hébergement à une entreprise basée dans l’Union européenne ?

QB19 In the past 12 months, have you purchased a package holiday, that is to say a combination of transport and accommodation arrangements from a company based in the European Union?

TOTAL Oui, un / Yes, one Oui, deux / Yes, two Oui, trois ou plus / Yes,

three or moreNon / No NSP / DK Oui / Yes

UE25 EU25 24750 10% 2% 1% 86% 0% 14%BE 1020 17% 6% 3% 74% - 26%CZ 1036 12% 2% 0% 85% - 15%DK 1002 23% 6% 2% 69% 0% 31%D-W 1021 16% 3% 1% 81% - 19%DE 1526 17% 3% 1% 79% - 21%D-E 505 23% 4% 1% 72% - 28%EE 1005 4% 1% 0% 94% 0% 5%EL 1000 2% 0% 0% 97% - 3%ES 1009 6% 1% 0% 92% 1% 8%FR 1022 7% 1% 0% 92% 0% 8%IE 1000 23% 6% 2% 67% 3% 30%IT 1003 10% 2% 2% 86% 1% 13%CY 508 4% 2% - 94% 0% 5%LV 1016 2% 0% 0% 97% 0% 3%LT 1004 2% 0% 0% 97% 1% 2%LU 502 19% 6% 4% 70% 0% 30%HU 1009 2% 1% 1% 96% 1% 4%MT 500 4% 1% 0% 94% 0% 5%NL 1062 16% 5% 2% 77% 0% 23%AT 1041 17% 8% 5% 69% 1% 30%PL 1000 3% 0% 0% 96% 0% 3%PT 1011 2% 0% 0% 97% 0% 3%SI 1055 9% 2% 1% 89% - 11%SK 1092 6% 1% - 93% 0% 7%FI 1004 15% 4% 2% 79% 0% 21%SE 1001 20% 5% 2% 72% 0% 27%UK 1322 11% 4% 1% 83% 1% 16%

QB20.1 En ce qui concerne votre dernier achat d’un voyage combinant le transport et l’hébergement, pourriez-vous me dire si vous êtes d’accord ou pas avec les propositions suivantes.

QB20.1 In general terms, thinking about package trips you have taken in the last 12 months, do you agree or not with the following statements?

Vous avez reçu suffisamment d’informations de la part de l’opérateur du voyage avant votre départ p.e. concernant l’itinéraire, le type et la catégorie de transport, le type et la catégorie de logement, les repas, la police d’assurance, l’assurance

Sufficient information was given to you by the package holiday operator prior to your departure for example on the itinerary, type and category of transport, type and category of accommodation, meals, insurance policy, cancellation policy

(SI 'OUI', CODE 1 A 3 EN QB19)(IF 'YES', CODE 1 TO 3 IN QB19)

TOTAL D’accord / Tend to agree Pas d’accord / Tend to disagree NSP / DKUE25 EU25 3411 85% 11% 4%BE 265 92% 7% 2%CZ 154 87% 7% 6%DK 312 93% 5% 2%D-W 195 92% 6% 1%DE 319 93% 6% 1%D-E 142 96% 3% 1%EE 53 61% 27% 12%EL 26 88% 3% 8%ES 77 83% 14% 4%FR 86 90% 10% - IE 303 76% 12% 12%IT 131 61% 30% 9%CY 28 84% 16% - LV 26 59% 16% 24%LT 22 59% 20% 20%LU 149 93% 5% 2%HU 36 41% 15% 43%MT 26 95% 3% 2%NL 244 93% 6% 1%AT 309 72% 17% 11%PL 34 75% 10% 14%PT 27 60% - 40%SI 116 92% 7% 1%SK 75 90% 7% 4%FI 213 90% 6% 4%SE 275 90% 5% 5%UK 218 86% 12% 3%

QB20.2 En ce qui concerne votre dernier achat d’un voyage combinant le transport et l’hébergement, pourriez-vous me dire si vous êtes d’accord ou pas avec les propositions suivantes.

QB20.2 In general terms, thinking about package trips you have taken in the last 12 months, do you agree or not with the following statements?

Ce voyage (organisation du transport, de l’hébergement, des repas, etc.) était conforme à la description qui vous en avait été faite par l’opérateur avant le départ

The package holiday (transport arrangements, accommodation, meals, etc.) was as it was marketed to you by the operator prior to departure

(SI 'OUI', CODE 1 A 3 EN QB19)(IF 'YES', CODE 1 TO 3 IN QB19)

TOTAL D’accord / Tend to agree Pas d’accord / Tend to disagree NSP / DKUE25 EU25 3411 82% 12% 6%BE 265 89% 6% 4%CZ 154 81% 14% 5%DK 312 85% 10% 4%D-W 195 86% 12% 2%DE 319 87% 11% 2%D-E 142 90% 8% 2%EE 53 58% 27% 14%EL 26 85% 6% 8%ES 77 82% 14% 4%FR 86 95% 5% - IE 303 76% 11% 13%IT 131 57% 24% 19%CY 28 88% 12% - LV 26 73% 7% 20%LT 22 62% 18% 20%LU 149 90% 8% 2%HU 36 38% 33% 29%MT 26 87% 11% 2%NL 244 88% 7% 6%AT 309 72% 20% 8%PL 34 75% 17% 9%PT 27 60% - 40%SI 116 85% 13% 2%SK 75 89% 5% 6%FI 213 84% 9% 7%SE 275 86% 6% 8%UK 218 88% 9% 3%

QB21.1 En pensant aux achats de biens et services auprès de vendeurs\ fournisseurs situés ailleurs dans l’Union européenne, qu’on appelle "achats transfrontaliers", pourriez-vous me dire dans quelle mesure vous êtes d’accord ou pas d’accord avec chacune des propositions suivantes.

QB21.1 Thinking generally about purchasing goods or services from sellers\ providers located elsewhere in the European Union, which we refer to as "cross border shopping", please tell me to what extent you agree or disagree with each of the following statements.

Vous êtes disposé(e) à acheter des biens et des services en utilisant une autre langue de l’Union européenne

You are prepared to purchase goods and services using another European Union language

TOTALTout à fait d’accord /

Totally agreePlutôt d’accord /

Tend to agreePlutôt pas d’accord /

Tend to disagreePas du tout d’accord

/ Totally disagreeNSP / DK D'accord / Agree

Pas d'accord / Disagree




Vous savez où obtenir des informations et des conseils sur les achats transfrontaliers dans l’Union européenne

You know where to get information and advice about cross border shopping in the European Union










Vous êtes moins intéressé(e) par les achats transfrontaliers, car vous préférez acheter uniquement en personne, et non pas par correspondance, téléphone ou Internet

You are less interested in cross border shopping, because you prefer to shop only in person and not by post, phone or through the Internet










Vous n’êtes pas intéressé(e) par les achats transfrontaliers car vous n’avez pas accès à Internet

You are not interested in cross border shopping because you do not have access to the Internet










Au cours des 12 prochains mois, vous ne serez pas intéressé(e) par une transaction transfrontalière dans l’Union européenne

You are not interested in making a cross border transaction in the European Union in the next 12 months








QB21.6 En pensant aux achats de biens et services auprès de vendeurs\ fournisseurs situés ailleurs dans l’Union européenne, qu’on appelle "achats transfrontaliers", pourriez-vous me dire dans quelle mesure vous êtes d’accord ou pas d’accord avec chacune des propositions suivantes. QB21.6 Thinking generally about purchasing goods or services from sellers\ providers located elsewhere in the European Union, which we refer to as "cross border shopping", please tell me to what extent you agree or disagree with each of the following statements.

Au cours des 12 prochains mois, vous avez l’intention de faire des achats transfrontaliers d’un montant supérieur à celui des 12 derniers mois

In the next 12 months, you intend to make cross border purchases worth more than the cross border purchases you made in the past 12 months








QB22.1 Pour chacune des situations suivantes, seriez-vous plus confiant(e), aussi confiant(e) ou moins confiant(e) lorsqu’il s’agit de réaliser un achat auprès d’un fournisseur établi dans un autre pays de l’Union européenne qu’auprès d’un fournisseur établi en (NOTRE PAYS) ?

QB22.1 For each of the following, would you be more confident, as confident or less confident making purchases from providers located in other European Union countries compared to purchases from providers located in (OUR COUNTRY)?

Acheter des biens ou des services par Internet

Purchasing goods or services via the Internet

TOTALPlus confiant(e) dans un autre pays de l’UE / More confident in another

EU countryAussi confiant(e) / As confident

Moins confiant(e) dans un autre pays de l’UE / Less confident in

another EU countryNSP / DK

UE25 EU25 24750 2% 30% 45% 23%BE 1020 1% 32% 59% 9%CZ 1036 3% 41% 40% 16%DK 1002 2% 39% 47% 11%D-W 1021 1% 24% 55% 19%DE 1526 2% 23% 56% 19%D-E 505 3% 20% 59% 19%EE 1005 2% 22% 42% 34%EL 1000 4% 33% 53% 10%ES 1009 2% 39% 17% 43%FR 1022 2% 29% 56% 13%IE 1000 2% 26% 42% 30%IT 1003 3% 33% 36% 28%CY 508 2% 14% 55% 29%LV 1016 4% 19% 28% 50%LT 1004 5% 31% 27% 38%LU 502 6% 33% 42% 19%HU 1009 4% 28% 35% 32%MT 500 8% 16% 59% 17%NL 1062 2% 39% 50% 10%AT 1041 4% 30% 47% 19%PL 1000 3% 35% 27% 35%PT 1011 1% 27% 40% 32%SI 1055 2% 31% 51% 15%SK 1092 3% 26% 53% 18%FI 1004 2% 19% 73% 7%SE 1001 1% 27% 64% 8%UK 1322 2% 23% 56% 19%



Acheter des biens ou des services par téléphone ou par correspondance

Purchasing goods or services by phone or post








Acheter des biens ou des services à un représentant de commerce à votre domicile ou sur votre lieu de travail

Purchasing goods or services from sales representatives at your home or work








Acheter des biens ou des services auprès d’un vendeur\ fournisseur pendant vos vacances, un voyage de shopping ou un déplacement professionnel ailleurs dans l’Union européenne

Purchasing goods or services from a seller\ provider whilst on holiday, on a shopping trip or a business trip elsewhere in the European Union






QB23.1 Pourriez-vous me dire dans quelle mesure vous êtes d’accord ou non avec chacune des propositions suivantes. En comparaison avec des fournisseurs établis en (NOTRE PAYS), lors d’achats auprès de fournisseurs établis dans d’autres pays de l’Union européenne …

QB23.1 For each of the following statements, please tell me to what extent you agree or disagree with it. Compared to providers located in (OUR COUNTRY), when purchasing from providers located in other European Union countries….

Il est plus difficile de résoudre certains problèmes tels que les plaintes, les renvois de marchandise, les réductions de prix, les garanties, etc.

It is harder to resolve problems such as complaints, returns, price reductions, guarantees, etc.










Il y a un plus grand risque d’être victime d’une escroquerie ou d’une fraude

There is a greater risk of falling victim of a scam or fraud










Il y a un plus grand risque de rencontrer des problèmes de livraison d’un bien ou de prestation d’un service

There is a greater chance of having delivery problems with goods or services










Il est plus difficile de renvoyer un produit acheté par Internet, par téléphone ou la poste dans la période de rétractation de … (ADAPTER AU PAYS) jours

There are more problems returning a product you bought by Internet, phone or post within the cooling-off period of … (ADAPT TO COUNTRY) days










Il est plus difficile de se fier à la sécurité des biens et des services

It is harder to trust the safety of goods and services










Il y a un plus grand risque que les vendeurs\ fournisseurs ne respectent pas les lois relatives à la protection du consommateur

Sellers\ providers are less likely to respect consumer protection laws










Les vendeurs\ fournisseurs refusent souvent de vous vendre ou de vous fournir un bien ou un service parce que vous n’habitez pas dans leur pays

Sellers\ providers often refuse to sell or deliver goods or services because you are not resident in their country








QB24 Au cours des 12 derniers mois, avez-vous formulé une plainte officielle par écrit, par téléphone ou en personne auprès d’un vendeur\ fournisseur ? (PLUSIEURS REPONSES POSSIBLES – UNE REPONSE PAR SET D’ITEMS '2-4', '5-7' ET '8-10')

QB24 In the last 12 months, have you made any kind of formal complaint by writing, by telephone or in person, to a seller\ provider? (MULTIPLE ANSWERS POSSIBLE – ONE ANSWER PER SET OF ITEMS '2-4', '5-7' AND '8-10')

TOTAL Non / No

Oui, souvent auprès d’un vendeur\

fournisseur établi en (NOTRE

PAYS) / Yes, often to sellers\


(OUR COUNTRY)

Oui, parfois auprès d’un vendeur\


PAYS) / Yes, sometimes to

sellers\ providers located in

(OUR COUNTRY)

Oui, mais rarement

auprès d’un vendeur\


PAYS) / Yes, but rarely to


(OUR COUNTRY)


fournisseur établi dans

un autre pays de l’UE / Yes, often to selllers\ providers located in

another EU country



un autre pays de l’UE

/ Yes, sometimes to

sellesr\ providers located in

another EU country

Oui, mais rarement



un autre pays de l’UE / Yes, but rarely to sellers\


another EU country


fournisseur dont vous ignorez le

pays d’origine /

Yes, often to sellers\

providers based


you



pays d’origine /

Yes, sometimes to

sellers\ providers

based somewhere unknown to

you

Oui, mais rarement



pays d’origine /

Yes, but rarely, to sellers\

providers based


you

NSP / DK Oui / Yes

UE25 EU25 24750 85% 4% 4% 6% 0% 0% 1% 0% 0% 0% 1% 14%BE 1020 91% 1% 3% 4% 0% 0% 1% - 0% - - 9%CZ 1036 89% 3% 2% 4% 0% 0% 0% 0% - 0% 0% 11%DK 1002 78% 6% 5% 10% 0% 0% 1% - - 0% 0% 22%D-W 1021 80% 3% 5% 10% 0% 0% 1% - - - 0% 19%DE 1526 81% 3% 5% 10% 0% 0% 1% - 0% - 0% 19%D-E 505 83% 3% 4% 9% 0% 0% 0% - 0% - - 17%EE 1005 94% 1% 1% 3% - 0% 0% - - 0% 0% 6%EL 1000 97% 2% 0% 1% 0% 0% - - - - - 3%ES 1009 91% 3% 2% 2% 0% 0% - - - 0% 1% 8%FR 1022 91% 3% 2% 4% 0% 0% 0% - 0% - 0% 9%IE 1000 88% 3% 4% 3% 1% 1% 1% 0% 0% 0% 1% 11%IT 1003 86% 4% 3% 2% 1% 1% 1% - 0% 0% 2% 12%CY 508 95% 1% 2% 1% - 1% 1% - - 1% 0% 5%LV 1016 94% 1% 2% 2% 0% - 0% - - 0% 0% 5%LT 1004 93% 1% 2% 3% 0% - 0% - 0% - 1% 6%LU 502 95% 1% 1% 2% 0% 0% 1% - - - 0% 4%HU 1009 91% 1% 2% 3% 0% 0% 0% 0% 0% 1% 1% 8%MT 500 86% 2% 3% 6% 0% 0% 2% - - - 0% 13%NL 1062 73% 9% 8% 8% 0% 1% 1% 0% 0% 0% 1% 26%AT 1041 80% 5% 4% 8% 1% 1% 2% - 0% - 1% 19%PL 1000 86% 6% 2% 5% 0% 0% 0% - 0% - 0% 14%PT 1011 93% 1% 2% 3% 0% 0% 0% - 0% 0% 0% 6%SI 1055 92% 3% 2% 2% 0% 0% 0% - 0% 0% - 8%SK 1092 88% 1% 5% 5% - 0% 0% - 0% 0% 0% 11%FI 1004 81% 4% 5% 10% 0% 0% 1% - - - 0% 19%SE 1001 76% 2% 7% 14% 0% 0% 1% - - 0% 0% 24%UK 1322 78% 5% 5% 10% 0% 0% 0% 0% 0% 0% 1% 22%

QB25 D’une manière générale, étiez-vous satisfait(e) ou non de la façon dont le vendeur\ fournisseur a traité votre(vos) plainte(s) ?

QB25 In general, were you satisfied or not with the way your complaint(s) was(were) dealt with by the seller\ provider?

(SI 'OUI', CODE 2 A 10 EN QB24)

(IF 'YES', CODE 2 TO 10 IN QB24)

TOTALTrès satisfait(e) /

Very satisfiedAssez satisfait(e) /

Fairly satisfiedPas très satisfait(e) / Not very satisfied

Pas du tout satisfait(e) / Not at

all satisfied

Je n'ai pas reçu de réponse / I did not receive an answer

NSP / DKSatisfait(e) /

SatisfiedPas satisfait(e) /

Not satisfied

UE25 EU25 3554 17% 37% 21% 20% 3% 2% 54% 41%BE 96 22% 22% 18% 22% 13% 3% 44% 39%CZ 113 19% 38% 23% 17% 2% 1% 57% 40%DK 216 35% 27% 16% 17% 2% 2% 62% 33%D-W 198 16% 46% 20% 14% 4% 0% 62% 34%DE 289 15% 48% 21% 14% 3% 0% 62% 34%D-E 85 9% 54% 25% 11% 1% - 63% 36%EE 58 9% 45% 26% 19% 1% - 54% 45%EL 34 21% 23% 26% 30% - - 44% 56%ES 79 10% 25% 28% 32% 3% 2% 35% 60%FR 94 18% 25% 21% 32% 3% - 43% 54%IE 110 24% 38% 12% 23% 2% 1% 62% 35%IT 123 8% 34% 25% 17% 4% 12% 42% 42%CY 27 - 26% 50% 15% 7% 3% 26% 65%LV 54 14% 27% 29% 25% 3% 2% 41% 54%LT 63 7% 35% 21% 16% 16% 5% 42% 37%LU 22 30% 39% - 22% 4% 5% 69% 22%HU 84 7% 23% 29% 37% 2% 2% 29% 66%MT 67 27% 23% 15% 29% 3% 3% 50% 44%NL 279 23% 34% 14% 21% 6% 2% 57% 35%AT 202 16% 46% 23% 8% 5% 2% 62% 31%PL 140 18% 33% 17% 23% 5% 4% 51% 40%PT 64 10% 39% 25% 13% 8% 5% 49% 38%SI 81 15% 46% 24% 13% 2% - 61% 37%SK 124 6% 46% 35% 11% 1% 1% 53% 46%FI 189 35% 41% 7% 12% 4% 1% 76% 19%SE 239 44% 29% 15% 11% 1% - 73% 26%UK 285 16% 38% 20% 23% 2% 1% 54% 43%

QB26 Qu’avez-vous fait après avoir réalisé que votre(vos) plainte(s) n’avait(avaient) pas été traitée(s) de façon satisfaisante ? (PLUSIEURS REPONSES POSSIBLES)

QB26 What did you do when your complaint(s) was(were) not dealt with in a satisfactory manner? (MULTIPLE ANSWERS POSSIBLE)

(SI 'MECONTENT', CODE 3 A 5 EN QB25)

(IF 'DISSATISFIED', CODE 3 TO 5 IN QB25)

TOTAL

Vous avez demandé conseil auprès d’une

association d’aide aux consommateurs / You asked for the

advice of a consumer association

Vous avez demandé conseil auprès d’un avocat / You asked for the advice of a

solicitor

Vous avez soumis le cas à un organisme

d’arbitrage\ médiation\

conciliation / You brought the matter to

an arbitration\ mediation\

conciliation body

Vous avez porté l’affaire devant un

tribunal / You brought the matter to

court

Vous n’avez rien entrepris / You took

no further action

Autre (SPONTANE) / Other

(SPONTANEOUS)NSP / DK

UE25 EU25 1565 14% 9% 6% 4% 51% 18% 2%BE 51 9% 21% 8% 2% 42% 19% - CZ 47 9% 18% 2% 3% 56% 15% - DK 77 11% 1% - - 45% 38% 5%D-W 74 15% 7% - - 61% 16% 1%DE 108 15% 9% - - 56% 19% 1%D-E 31 17% 19% - - 29% 36% - EE 27 55% 4% 10% - 24% 6% - EL 19 29% 4% - - 52% 15% - ES 50 26% 4% 5% 8% 46% 13% - FR 53 17% 7% 5% 6% 47% 25% 2%IE 42 21% 14% 2% 2% 47% 14% 4%IT 57 5% 19% 21% 10% 36% 10% 2%CY 19 33% 28% 30% 10% 27% - - LV 31 21% 12% 4% 4% 65% - - LT 33 15% 8% - 5% 56% 11% 5%LU 6 20% 33% - - 33% 14% - HU 58 16% 9% 10% 5% 42% 24% - MT 31 21% 4% 4% 4% 70% 3% - NL 114 8% 8% 5% 2% 57% 21% 1%AT 72 17% 24% 17% 15% 28% 9% 1%PL 64 12% 6% 1% 1% 63% 13% 4%PT 30 19% 9% 18% - 62% 4% 10%SI 32 15% - 3% 6% 63% 17% - SK 58 12% 11% - - 66% 10% - FI 44 24% 2% 15% 3% 36% 28% - SE 63 15% 4% 2% 5% 51% 29% - UK 127 14% 3% 4% 1% 54% 22% 3%

QB27 Parmi les propositions suivantes, quelles sont, selon vous, les meilleures façons de protéger les consommateurs ? (ROTATION – MAX. 5 REPONSES)

QB27 Among the following, what do you think are the best ways to protect consumers? (ROTATE – MAX. 5 ANSWERS)

TOTAL

Des prix facilemen

t comparables / Easy comparison of offers(including

price)

Une tarification claire ettranspare

nte / Clear and transparent pricing

Le droit de disposer

d’informations claires et par écrit sur les principales

caractéristiques du bien ou du

service et du contrat d’achat

avant de le signer / The right to be given clear

written information

about the mainfeatures of the

goods or services and

the sales contract before

you sign it

Le droit de remplacer,

réparer, demander une réduction de

prix, d’annuler un contrat,

lorsque vous achetez le produit à

domicile ou par Internet, par téléphone

ou par correspondance / The right to replace,

repair, ask for a price

reduction, cancel

contract, whenyou buy the product at home or by Internet,

phone or post

Le droit de renvoyer les

produits dans le délai légal

de rétractationsans se justifier

lorsque vous achetez le produit à

domicile ou par Internet, par téléphone

ou par correspondance / The right

to return products

within the cooling-off

period withoutgiving a reasonwhen you buy the product at

home or by Internet,

phone or post

L’obligation pour les

vendeurs\ fournisseurs d’indiquer le

prix des biens en unité de mesure (le

prix au kilo, aumètre, au litre,

etc.) / Obligation of

sellers\ providers to

indicate prices of goods in unit terms

(price per kilo, per metre, per

litre, etc.)

Garantir légalemen

t la livraison à la date prévue /

Legal obligationto ensure

timely delivery

Garantir légalemen

t des biens et

des services sûrs / Legal

obligationto ensure

safe goods andservices

Des obligations légales pour les vendeurs

\ fournisseurs de ne pas vous mentir outromper

les consommateurs /

Legal requireme

nts on sellers\

providers not to

mislead or deceiveconsumer

s

La possibilité pour les pouvoirs

publics de détecter,

rechercher et poursuivre des


qui ne respectent pasles droits du

consommateur/ Ability of

public authorities to

detect, investigate

and prosecute sellers\

providers which do not

respect consumer

rights

Le droit en tant

que particulier

de pouvoir assigner

un vendeur\ fournisse

ur en justice / Right as

an individualto take a seller\

provider to court

Le droit de

s’associerà d’autresconsomm

ateurs pour

assigner un

vendeur\ fournisse

ur en justice / Right to join with

other consumers to take a seller\ provider to court

Des informations et desconseils

de la part des

organisations de

consommateurs /

Information and advice from

consumerorganisati

ons

Aucune de ces

propositions

(SPONTANE) / None of

these (SPONTANE

OUS)

NSP / DK

UE25 EU25 24750 27% 42% 29% 34% 35% 20% 17% 27% 31% 24% 17% 13% 24% 3% 5%BE 1020 34% 41% 26% 29% 32% 25% 28% 33% 35% 23% 23% 16% 28% 2% 1%CZ 1036 21% 41% 31% 32% 35% 24% 14% 33% 38% 34% 16% 11% 19% 1% 2%DK 1002 39% 49% 42% 41% 44% 18% 9% 24% 35% 23% 16% 12% 32% 1% 2%D-W 1021 28% 40% 26% 43% 45% 25% 13% 30% 35% 27% 21% 16% 36% 2% 3%DE 1526 29% 40% 28% 43% 44% 25% 14% 30% 34% 27% 20% 16% 36% 2% 3%D-E 505 30% 41% 34% 44% 41% 25% 17% 33% 29% 27% 15% 15% 36% 1% 0%EE 1005 22% 33% 27% 29% 25% 29% 19% 23% 25% 23% 20% 23% 17% 4% 9%EL 1000 37% 63% 42% 30% 28% 25% 24% 39% 26% 33% 32% 21% 21% 1% 0%ES 1009 21% 30% 26% 25% 20% 15% 16% 20% 25% 19% 12% 9% 12% 4% 12%FR 1022 45% 49% 26% 28% 31% 26% 29% 24% 33% 32% 21% 19% 28% 2% 1%IE 1000 38% 53% 39% 47% 36% 22% 16% 30% 27% 20% 16% 11% 14% 1% 6%IT 1003 20% 48% 30% 33% 25% 18% 9% 22% 20% 20% 13% 10% 20% 7% 6%CY 508 38% 69% 37% 28% 19% 28% 32% 41% 27% 26% 25% 11% 26% 1% 2%LV 1016 13% 17% 21% 30% 25% 12% 14% 26% 24% 10% 11% 4% 21% 3% 4%LT 1004 17% 34% 25% 20% 30% 14% 11% 27% 26% 17% 14% 9% 16% 2% 12%LU 502 51% 37% 39% 45% 37% 26% 31% 21% 17% 20% 15% 8% 23% 2% 1%HU 1009 25% 47% 29% 33% 27% 21% 12% 31% 25% 17% 13% 6% 30% 6% 8%MT 500 27% 65% 43% 47% 36% 24% 21% 28% 34% 23% 17% 9% 26% 0% 2%NL 1062 23% 38% 38% 39% 40% 21% 22% 38% 40% 27% 19% 13% 27% 1% 4%AT 1041 29% 41% 26% 33% 31% 22% 24% 34% 34% 19% 19% 12% 25% 4% 3%PL 1000 22% 35% 26% 34% 42% 17% 17% 22% 33% 12% 16% 11% 16% 3% 8%PT 1011 46% 58% 35% 41% 38% 27% 19% 23% 29% 30% 17% 6% 13% 1% 7%SI 1055 25% 49% 22% 30% 30% 16% 28% 39% 20% 21% 14% 11% 30% 2% 4%SK 1092 26% 56% 47% 46% 42% 29% 17% 37% 33% 35% 15% 8% 13% 1% 2%FI 1004 30% 50% 28% 41% 37% 18% 22% 31% 24% 18% 14% 12% 20% 0% 2%SE 1001 41% 59% 41% 47% 50% 26% 8% 18% 37% 31% 12% 10% 27% 1% 1%UK 1322 17% 33% 29% 33% 42% 12% 16% 33% 37% 25% 19% 13% 23% 4% 6%

QB28.1 Pourriez-vous me dire si vous êtes d’accord ou pas avec chacune des propositions suivantes. En (NOTRE PAYS), ...

QB28.1 For each of the following statements, please tell me if you agree or disagree with it. In (OUR COUNTRY)…

Il est facile de résoudre des litiges avec des vendeurs\ fournisseurs via un organisme d’arbitrage, de médiation ou de conciliation (achats défectueux, livraison en retard, pas de livraison, etc.)

It is easy to resolve disputes with sellers\ providers through an arbitration, mediation or conciliation body (malfunctioning good, late\ no delivery, etc.)










Il est facile de résoudre des litiges avec des vendeurs\ fournisseurs devant des tribunaux

It is easy to resolve disputes with sellers\ providers through courts










Vous avez confiance dans les organisations de consommateurs indépendantes pour protéger vos droits en tant que consommateur

You trust independent consumer organisations to protect your rights as a consumer










Vous avez confiance dans les pouvoirs publics pour protéger vos droits en tant que consommateur

You trust public authorities to protect your rights as a consumer










Vous seriez plus tenté(e) de défendre vos droits devant un tribunal si vous pouviez vous associer à d’autres consommateurs qui se plaindraient des mêmes problèmes

You would be more willing to defend your rights in court if you could join with other consumers who were complaining about the same thing










Vous pensez que vous êtes suffisamment protégé(e) par les mesures actuelles de protection des consommateurs

You feel that you are adequately protected by existing measures to protect consumers










D’une manière générale, les vendeurs\ fournisseurs en (NOTRE PAYS) respectent vos droits en tant que consommateur

In general, sellers\ providers in (OUR COUNTRY) respect your rights as a consumer








QB29 Au cours des 12 derniers mois, avez-vous éprouvé des difficultés à comprendre les consignes de sécurité concernant les biens ou services que vous avez achetés (des problèmes de langue, des symboles peu clairs\ inconnus, etc.) ? (PLUSIEURS REPONSES POSSIBLES – UNE REPONSE PAR SET D’ITEMS '2-3', '4-5', '6-7' ET '8-9')

QB29 In the last 12 months, have you encountered any difficulties in understanding safety information relating to goods or services you have bought (language problems, unclear\ unknown symbols, etc.)? (MULTIPLE ANSWERS POSSIBLE – ONE ANSWER PER SET OF ITEMS '2-3', '4-5', '6-7' AND '8-9')

TOTAL Non / No

Oui, souvent, pour des biens

ou services fournis par des


établis en (NOTRE PAYS) / Yes, often, for goods or

services provided by


(OUR COUNTRY)

Oui, parfois, pour des biens



établis en (NOTRE PAYS)

/ Yes, sometimes, for

goods or services

provided by sellers\


(OUR COUNTRY)




établis dans unautre pays de

l’UE / Yes, often, for goods or services



another EU country




établis dans unautre pays de

l’UE / Yes, sometimes, for

goods or services



another EU country




établis en dehors de l'UE / Yes, often, for goods and

services provided by

sellers\ providers

located outsidethe EU




établis en dehors de l'UE

/ Yes, sometimes, for

goods and services



the EU





d’origine / Yes, often, for

goods or services


providers based


you





d’origine / Yes,

sometimes, forgoods and services


providers based


you

NSP / DK Oui / Yes

UE25 EU25 24750 83% 4% 6% 1% 2% 1% 1% 1% 1% 2% 15%BE 1020 90% 2% 6% 1% 1% 0% 1% 1% 1% 0% 10%CZ 1036 73% 7% 8% 2% 4% 3% 3% 2% 4% 1% 26%DK 1002 79% 5% 10% 3% 4% 2% 3% 1% 1% 1% 20%D-W 1021 88% 2% 5% 1% 3% 1% 1% 0% 1% 1% 11%DE 1526 86% 2% 6% 1% 3% 1% 1% 0% 1% 1% 13%D-E 505 80% 3% 11% 2% 3% 0% 2% 0% 1% - 20%EE 1005 77% 5% 13% 1% 3% 1% 1% 1% 2% 1% 22%EL 1000 90% 4% 5% 1% 0% 0% 0% 0% 1% 0% 10%ES 1009 87% 3% 4% 2% 1% 1% 1% 1% 1% 3% 10%FR 1022 83% 3% 7% 1% 2% 0% 2% 1% 2% 1% 15%IE 1000 90% 4% 3% 1% 1% 1% 1% 2% 1% 1% 9%IT 1003 74% 8% 7% 3% 2% 1% 0% 1% 3% 4% 21%CY 508 86% 6% 6% 0% 2% 1% 1% 1% 3% 0% 13%LV 1016 66% 11% 13% 2% 4% 1% 1% 1% 2% 1% 33%LT 1004 76% 8% 11% 1% 2% 1% 1% 1% 2% 2% 23%LU 502 87% 3% 5% 4% 2% 1% 2% 1% 2% 1% 12%HU 1009 81% 2% 8% 1% 1% 1% 1% 2% 4% 1% 18%MT 500 82% 5% 9% 1% 2% 1% 0% 0% 2% 1% 17%NL 1062 83% 3% 10% 1% 2% 0% 1% 0% 1% 1% 15%AT 1041 74% 5% 12% 4% 4% 1% 2% 1% 1% 2% 24%PL 1000 80% 5% 7% 1% 1% 1% 1% 1% 1% 4% 16%PT 1011 91% 4% 3% 0% 1% 1% 2% 0% 2% 1% 8%SI 1055 82% 4% 7% 1% 4% 1% 2% 1% 5% 1% 17%SK 1092 73% 7% 11% 2% 6% 2% 4% 3% 4% 2% 25%FI 1004 79% 7% 11% 1% 2% 1% 1% 0% 0% 0% 20%SE 1001 87% 3% 9% 0% 2% 0% 0% 0% 0% 0% 13%UK 1322 89% 2% 4% 1% 1% 1% 1% 0% 1% 3% 8%

QB30 Parmi les produits suivants, quels sont ceux pour lesquels l’information sur les consignes de sécurité est la moins satisfaisante ? Choisissez les 3 plus importants pour vous.

QB30 Among the following products, which ones do you think provision of safety information is most inadequate? Choose the 3 most important for you.

TOTALLes jouets

/ Toys

Les appareils électroménagers / Househol

d appliance

s

Les lampes

électriques /

Electric lamps

Les produits

cosmétiques /

Cosmetic products

Les détergent

s / Detergent

s

Les peintures et vernis / Paints

and varnishes

Les autresproduits\ outils de bricolage / Other

DIY products\

tools

Les produits de soin

pour enfants (langes, etc.) /

Childcare products (nappies,

etc.)

Les équipements pour enfants

(poussettes,

meubles, etc.) /

Children’sequipmen

t (pushchai

rs, furniture,

etc.)

Les équipeme

nts de sport\

pour les hobbies / Hobby\ sports

equipment

Les outils\

machines de

jardinage /

Gardening equipmen

t\ machines

Les accessoir

es de cuisine\

de cuisson / Kitchen\ cooking

accessories

Les textiles / Textiles

Les meubles /Furniture

NSP / DK

UE25 EU25 24750 26% 27% 8% 17% 19% 15% 12% 7% 10% 6% 8% 10% 8% 6% 25%BE 1020 28% 29% 7% 17% 21% 23% 18% 4% 8% 6% 20% 10% 9% 6% 12%CZ 1036 51% 37% 11% 13% 14% 10% 9% 14% 22% 9% 6% 16% 8% 3% 11%DK 1002 43% 15% 8% 47% 12% 24% 10% 17% 19% 5% 8% 7% 7% 2% 15%D-W 1021 19% 25% 10% 18% 23% 21% 17% 6% 10% 5% 4% 7% 13% 6% 25%DE 1526 19% 27% 10% 18% 23% 21% 16% 7% 10% 6% 4% 7% 13% 6% 24%D-E 505 16% 31% 11% 19% 23% 20% 13% 8% 8% 9% 6% 5% 14% 7% 21%EE 1005 14% 22% 5% 16% 18% 12% 6% 4% 7% 5% 6% 7% 7% 6% 39%EL 1000 41% 52% 10% 33% 24% 11% 9% 10% 9% 5% 4% 12% 8% 1% 6%ES 1009 33% 24% 4% 10% 12% 8% 8% 11% 9% 4% 5% 5% 5% 4% 33%FR 1022 23% 18% 5% 23% 29% 18% 10% 9% 11% 4% 12% 11% 11% 7% 21%IE 1000 29% 36% 8% 11% 17% 17% 17% 5% 17% 9% 14% 13% 4% 7% 22%IT 1003 27% 28% 10% 17% 20% 15% 8% 6% 7% 5% 6% 12% 8% 5% 24%CY 508 66% 56% 17% 21% 23% 9% 11% 10% 14% 7% 9% 17% 12% 6% 2%LV 1016 17% 34% 4% 22% 22% 9% 15% 3% 4% 2% 4% 9% 4% 5% 31%LT 1004 19% 27% 5% 18% 17% 11% 9% 5% 5% 4% 5% 8% 6% 8% 37%LU 502 22% 24% 8% 23% 23% 16% 10% 11% 10% 7% 10% 10% 10% 9% 21%HU 1009 24% 37% 12% 12% 23% 7% 12% 5% 6% 4% 13% 12% 7% 5% 25%MT 500 19% 37% 20% 14% 21% 15% 5% 5% 5% 5% 4% 16% 7% 12% 27%NL 1062 19% 21% 8% 19% 9% 17% 18% 3% 5% 9% 10% 8% 7% 5% 27%AT 1041 11% 31% 11% 15% 19% 17% 15% 5% 6% 10% 12% 9% 7% 3% 27%PL 1000 25% 26% 8% 14% 17% 15% 12% 5% 6% 7% 9% 9% 9% 7% 24%PT 1011 44% 35% 6% 15% 18% 9% 11% 7% 11% 7% 10% 8% 3% 3% 26%SI 1055 21% 31% 10% 23% 30% 19% 16% 5% 7% 7% 13% 15% 13% 11% 15%SK 1092 48% 34% 16% 26% 19% 11% 12% 11% 11% 8% 8% 14% 25% 8% 8%FI 1004 22% 21% 7% 12% 12% 10% 22% 1% 5% 9% 4% 4% 3% 8% 33%SE 1001 28% 20% 9% 21% 13% 25% 10% 13% 14% 8% 9% 8% 5% 5% 25%UK 1322 26% 28% 11% 9% 12% 9% 10% 8% 17% 5% 9% 13% 3% 6% 32%

QB31 Vous préférez recevoir des informations sur la sécurité par … ?

QB31 Do you prefer to receive safety information via…?

TOTALDes logos ou des

symboles uniquement / Logos or symbols only

Du texte uniquement / Text only

Une combinaison de logos, de symboles et de texte / A combination of logos, symbols and text

Le vendeur\ détaillant / The retailer\ salesperson

Cela dépend (SPONTANE) / It

depends (SPONTANEOUS)

NSP / DK

UE25 EU25 24750 8% 15% 56% 12% 6% 3%BE 1020 8% 14% 59% 14% 4% 1%CZ 1036 8% 14% 66% 8% 3% 1%DK 1002 4% 15% 69% 9% 1% 2%D-W 1021 8% 16% 53% 10% 12% 2%DE 1526 7% 17% 54% 9% 11% 1%D-E 505 6% 23% 57% 8% 6% 0%EE 1005 2% 26% 45% 11% 11% 4%EL 1000 3% 17% 54% 21% 6% 0%ES 1009 4% 13% 49% 20% 8% 6%FR 1022 11% 12% 57% 15% 2% 2%IE 1000 12% 8% 41% 22% 10% 7%IT 1003 6% 18% 53% 10% 8% 5%CY 508 7% 17% 42% 27% 4% 2%LV 1016 3% 24% 54% 10% 5% 4%LT 1004 6% 25% 49% 11% 2% 8%LU 502 7% 9% 58% 18% 6% 2%HU 1009 3% 32% 32% 25% 4% 5%MT 500 4% 14% 55% 17% 4% 7%NL 1062 9% 8% 71% 7% 3% 1%AT 1041 5% 12% 53% 14% 14% 2%PL 1000 6% 23% 56% 6% 5% 4%PT 1011 5% 8% 60% 20% 4% 3%SI 1055 4% 15% 59% 11% 9% 2%SK 1092 5% 11% 64% 12% 7% 2%FI 1004 6% 24% 59% 7% 4% 1%SE 1001 3% 8% 75% 11% 2% 1%UK 1322 14% 8% 58% 12% 5% 3%

QB32 Avec laquelle des situations suivantes sur la sécurité des biens de consommation êtes-vous le plus d’accord ? (MAX. 2 REPONSES)

QB32 With which of the following statements concerning the safety of consumer products do you agree most? (MAX. 2 ANSWERS)

TOTAL

Les consignes de sécurité devraient

expliquer avec précision ce qu’il faut faire / Safety instructions

should explain clearly what to do

Les consignes de sécurité jouent un rôle

important dans la prévention des accidents

/ Safety instructions play an important role in

preventing accidents

Les consignes de sécurité devraient mieux

indiquer le risque encouru par les enfants, les personnes âgées ou handicapées lorsqu’ils utilisent le produit / Safety instructions

should indicate the risk to children, the elderly

or disabled more clearly when using the product

Les consignes de sécurité ne sont pas

assez précises sur les conséquences

éventuelles lorsqu’on ne les respecte pas / Safety instructions are not clear

enough about the possible consequences of not following them

Aucune (SPONTANE) / None (SPONTANEOUS)

NSP / DK

UE25 EU25 24750 60% 33% 35% 19% 2% 3%BE 1020 47% 45% 35% 23% 4% 1%CZ 1036 58% 28% 41% 15% 0% 1%DK 1002 68% 39% 45% 14% 0% 2%D-W 1021 68% 31% 35% 22% 3% 1%DE 1526 69% 32% 37% 21% 3% 1%D-E 505 72% 34% 44% 18% 1% 0%EE 1005 69% 31% 27% 16% 3% 9%EL 1000 72% 44% 54% 11% 1% 0%ES 1009 52% 31% 34% 17% 3% 7%FR 1022 42% 40% 36% 34% 2% 3%IE 1000 68% 28% 37% 33% 0% 4%IT 1003 54% 31% 33% 16% 4% 4%CY 508 59% 61% 57% 9% 0% 1%LV 1016 58% 16% 33% 18% 1% 2%LT 1004 59% 27% 30% 16% 2% 10%LU 502 52% 47% 40% 25% 1% 1%HU 1009 42% 28% 37% 17% 5% 5%MT 500 53% 44% 49% 18% 2% 3%NL 1062 46% 46% 34% 19% 2% 3%AT 1041 57% 41% 36% 21% 4% 3%PL 1000 67% 22% 31% 15% 1% 4%PT 1011 67% 39% 49% 14% 0% 3%SI 1055 59% 47% 41% 22% 3% 2%SK 1092 71% 24% 42% 26% 0% 2%FI 1004 65% 34% 33% 18% 1% 1%SE 1001 64% 53% 28% 19% 1% 2%UK 1322 75% 29% 29% 11% 1% 2%

consumer protection in the internal market€¦ · consumer protection in the internal market...

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