retailers’ attitudes towards cross-border...

Flash Eurobarometer 331

RETAILERS’ ATTITUDES TOWARDS CROSS-BORDER TRADE

AND CONSUMER PROTECTION

SUMMARY

Fieldwork: September - October 2011

Publication: June 2012

This survey has been requested by the European Commission, Directorate-General for Health and

Consumers and co-ordinated by Directorate-General for 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.

Flash Eurobarometer 331 - TNS Political & Social

FLASH EB 331 “Retailers’ attitudes towards cross-border trade and consumer protection”

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Flash Eurobarometer 331

Retailers’ attitudes towards cross-border trade and consumer protection

Conducted by TNS Political & Social at the request of

the European Commission, Directorate-General for Health and Consumers

Survey co-ordinated by the European Commission,

Directorate-General for Communication (DG COMM “Research and Speechwriting” Unit)


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TABLE OF CONTENTS

INTRODUCTION .................................................................................................. 3

1.CHARACTERISTICS OF THE RETAILERS SURVEYED .......................................... 5

1.1.Number and type of retail channels used ............................................................ 5

1.2.Respondents’ willingness to sell in different languages ......................................... 6

2.CROSS-BORDER TRADE IN THE INTERNAL MARKET ......................................... 7

2.1.Current level of cross-border sales .................................................................... 7

2.2.Estimated turnover from cross-border activity ..................................................... 8

2.3.Obstacles to the development of cross-border sales ............................................. 9

3.INFORMATION AND AWARENESS OF LEGAL OBLIGATIONS TOWARDS

CONSUMERS ..................................................................................................... 10

3.1.Specific knowledge of consumer legislation ....................................................... 10

3.2.Specific knowledge of product safety legislation ................................................ 13

3.3.Finding information about consumer legislation ................................................. 14

4.COMPLIANCE WITH CONSUMER AND PRODUCT SAFETY LEGISLATION .......... 16

4.1.Incidence of non-compliance .......................................................................... 16

4.2.Enforcement and market surveillance .............................................................. 18

4.3 Perceived compliance monitoring of consumer and product safety legislation ......... 20

5. USE OF ALTERNATIVE DISPUTE RESOLUTION (ADR) MECHANISMS TO SETTLE

DISPUTES WITH CONSUMERS ........................................................................... 22

ANNEXES

Technical specifications


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INTRODUCTION

This summary presents the results of the Flash Eurobarometer survey ‘Retailers’

attitudes towards cross-border trade and consumer protection’, carried out in September

and October 2011. This present survey follows on from a series of consumer protection

surveys targeting retailers that have been conducted since 2006 by the European

Commission, DG SANCO (Flash Eurobarometer No 300, 2010, Flash Eurobarometer No

278, 2009, Flash Eurobarometer No 224, 2008 and Flash Eurobarometer No 186, 2006)1.

The European Commission aims at improving the business and consumer environment by

deepening the single market and enforcing single market and competition rules.

Examining consumer conditions across the Member States is fundamental to this end:

the Member States and the EU must ensure that goods and services markets are well-

functioning, open and competitive and that empowered consumers make informed

consumer choices in these markets. The overall objectives are set in the Consumer

Protection Strategy for 2007-20132: to empower consumers, to enhance their welfare,

and to protect them effectively.

In order to build a knowledge base to support policy-making and the development of

regulations, the Commission regularly gathers evidence by monitoring markets and national

consumer conditions, assessing business attitudes toward cross-border trade and consumer

protection and studying consumer behaviour through several research tools. The results are

compiled twice a year into the Consumer Scoreboards3, which show which markets are

malfunctioning and do not meet consumer expectations. It monitors market performance from

the perspective of economic and social outcomes for consumers.

The present survey looks at the perceptions and experiences of European retailers in the

following areas:

Characteristics of retailer market in terms of channels used, turnover split by channels and preparedness to operate in several languages;

Volume and development of, and obstacles to, cross-border commerce;

Awareness of consumer protection rules;

Compliance with consumer and product safety legislation;

Use of alternative dispute resolution mechanisms

This Flash Eurobarometer was carried out by TNS Political & Social. It was conducted in

the 27 EU Member States and Norway and Iceland. The interviews were carried out by

telephone (fixed-line and mobile phone) between 26 September and 28 October 2011.

1 All reports can be found at http://ec.europa.eu/consumers/strategy/facts_eurobar_en.htm 2 http://ec.europa.eu/consumers/overview/cons_policy/doc/EN_99.pdf 3 All editions of the Scoreboard can be found at


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The target companies were defined as retailers that sell goods or services directly to end

consumers and employ at least 10 people. Eligible respondents, including those working

in commercial activities, were individuals with decision-making responsibilities. In each

country around 400 retailers were interviewed, with the exception of Cyprus (240),

Luxembourg (214), Malta (175) and Iceland (204). In those four countries, the margin of

errors is therefore higher than in the other countries surveyed (as explained in the

technical specifications).

Note: In this report, countries are referred to by their official abbreviation. The

abbreviations used in this report correspond to:

ABBREVIATIONS

BE Belgium LV Latvia

CZ Czech Republic LU Luxembourg

BG Bulgaria HU Hungary

DK Denmark MT Malta

DE Germany NL The Netherlands

EE Estonia AT Austria

EL Greece PL Poland

ES Spain PT Portugal

FR France RO Romania

IE Ireland SI Slovenia

IT Italy SK Slovakia

CY Republic of Cyprus* FI Finland

LT Lithuania SE Sweden

UK The United Kingdom

IS Iceland

NO Norway EU27 European Union – 27 Member States

EU15 BE, IT, FR, DE, LU, NL, DK, UK, IE, PT, ES, EL, AT, SE, FI**

NMS12 BG, CZ, EE, CY, LT, LV, MT, HU, PL, RO, SL, SK***

EURO

AREA BE, FR, IT, LU, DE, AT, ES, PT, IE, NL, FI, EL, EE, SI, CY, MT,

SK

* Cyprus as a whole is one of the 27 European Union Member States. However, the ‘acquis communautaire’ has

been suspended in the part of the country which is not controlled by the government of the Republic of Cyprus.

For practical reasons, only the interviews carried out in the part of the country controlled by the government of

the Republic of Cyprus are included in the ‘CY’ category and in the EU27 average.

** EU15 refers to the 15 countries forming the European Union before the enlargements of 2004 and 2007

*** The NMS12 are the 12 ‘new Member States’ which joined the European Union during the 2004 and 2007

enlargements

* * * * *

We wish to thank the people throughout Europe who have given their time to take part in

this survey. Without their active participation, this study would not have been possible.

The Eurobarometer web site can be consulted at the following address:

http://ec.europa.eu/public_opinion/index_en.htm

http://ec.europa.eu/consumers/consumer_research/editions/cms5_en.htm

http://ec.europa.eu/public_opinion/index_en.htm


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1. CHARACTERISTICS OF THE RETAILERS SURVEYED

1.1. Number and type of retail channels used

Most retailers in the EU continue to

use direct sales of goods and

services in shops as their main

retail channel (66%). However, the

majority (53%) also report that they

use at least one distance sales channel.

E-commerce and Internet sales are by

far the most widely used distance retail

channel (41%), followed by telesales

(20%), door-step selling (16%) and

mail order (16%).

Large retailers are more likely to

engage in distance sales (63% use at

least one distance channel) than small

retailers (50%);

Base: All retailers – n=10,231

Retailers’ sales channels: e-commerce/Internet4


Online distance sales are by far the most common in Ireland (69%), the Netherlands

(59%) and the UK (57%) as well as in Iceland (62%). At the lower end of the scale,

around a quarter of retailers engage in e-commerce in Lithuania (26%), Latvia (25%),

Estonia (24%) and Romania (23%).

4 D2 Do you use the following sales channels for retail? (MULTIPLE ANSWERS POSSIBLE)


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1.2. Respondents’ willingness to sell in different languages

Retailers are now more likely to be able to operate in several languages.

Just below a third of retailers say they only use their country’s language for sales (32%).

However, an overwhelming majority are willing to operate in two or more languages

(66%). A strong positive development can be observed in comparison to the previous

wave of the survey in 2010: considerably fewer retailers are now limited to one language

only (-13 points), with a corresponding increase in the number of retailers who are

willing to use at least two languages.

In most countries, retailers are now more willing to use more than one language for their

activities. Retailers in small Member States are considerably more willing to engage in at

least two languages: Cyprus (92%), Finland (90%), Denmark (90%), Austria and Estonia

(89% each).



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2. CROSS-BORDER TRADE IN THE INTERNAL MARKET

2.1. Current level of cross-border sales

27% of retailers in the EU carry out cross-border sales to consumers in at least one other

EU country. Half of the retailers who have cross-border activities make sales to 4 or more

countries while the other half cover 1-3 EU countries besides their country of location.

The level of cross-border activities remains relatively unchanged in comparison to the

results of the 2006 survey, when 29% of retailers reported that they make cross-border

sales in other EU countries.

However, there has been significant growth (+6 points), particularly in retailers

conducting cross-border sales with one other EU country (+5), since last year: in 2010

only 21% of the retailers said they engaged in cross-border sales.



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Retailers in Luxembourg (49%), Slovenia (48%), Denmark (47%), Slovakia (45%) and

Austria (44%) are the most likely to sell in at least one other EU country.


2.2. Estimated turnover from cross-border activity

Two retailers in five (40%) estimate that their cross-border e-commerce/Internet sales

generate 1-5% of their total turnover. Exactly a third (33%) estimates this value at

between 11 and 30%. For one retailer in ten (10%) cross-border online sales represent

more than 30% of turnover.

The estimated share of cross-border e-commerce/Internet sales in the total turnover is

lower in this present survey than in 2010, when fewer retailers said their cross-border

online sales generated 1-5% (31%) and 6-10% (13%), and in turn significantly more

retailers estimated the share of their cross-border online sales at 11% or more (56% vs.

43% in the present survey).


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2.3. Obstacles to the development of cross-border sales

The key obstacles to cross-border sales for European retailers are the additional costs

linked to compliance with different consumer protection rules and contract laws, including

legal advice (both at 34%). These are followed by the potentially higher costs risks of

fraud and non-payment accompanying cross border sales (32%), and the additional costs

of compliance with different national tax regulations including VAT rules (29%). Extra

costs arising from language differences are mentioned by 20% of the respondents.



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3. INFORMATION AND AWARENESS OF LEGAL OBLIGATIONS TOWARDS

CONSUMERS

The level of information and awareness of legal obligations towards consumers

remain stable.

3.1. Specific knowledge of consumer legislation

Only about a quarter of retailers (27%) know the correct length of the period during

which consumers have the right to return defective products to be repaired. The level of

knowledge has not improved in recent years.

Knowledge about the legal period to return a defective product


A relative majority of retailers know the correct answer only in Denmark (50% correct answers) and Malta (41%). The lowest levels of knowledge are observed in Ireland and

the UK (both 3%) where consumers have a longer legal period in which to return defective products than in other Member States5.

5 Six years in Ireland, England and Wales and five years in Scotland


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Nearly a third of EU retailers are able to indicate the correct length of the cooling-off

period in their country (29%) while exactly the same proportion (29%) gave a longer

duration and 14% a shorter duration.

Knowledge of the length of the “cooling-off” period for distant sales


Retailers in Germany (60%), Estonia (58%), France (56%), the Czech Republic (49%), Denmark (47%) and Finland (42%) are more likely than retailers in other countries to

identify the length of cooling-off period correctly.

The absolute majority of retailers in Lithuania (60%), Austria (59%), Slovakia (56%),

the UK (54%) and Ireland (52%) over-estimate the length of the cooling-off period, while high proportions of respondents in Belgium (47%), Hungary (41%), Italy (36%)

and Slovenia (36%) underestimate its length.


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More than six retailers out of ten know that it is prohibited to call a product ‘free’ if

obtaining it necessitates calling a premium rate phone number (63%), unchanged since

2009.

More than half of the respondents know that advertising products at a very low price in

comparison to other products while carrying insufficient stock is prohibited (56%). The

proportion of retailers giving the correct answer has increased slightly since 2009 (+3

points).

Just over half (51%) correctly answer that the inclusion of an invoice in marketing

material is prohibited. No substantial changes can be observed in comparison to the

previous waves of the survey.

36% know that making exaggerated statements in an advertisement is allowed, while

58% incorrectly think it is prohibited. However, retailers are now more knowledgeable in

this respect than in 2010 (+5 points).



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3.2. Specific knowledge of product safety legislation

A majority of retailers still think that a small number of products are unsafe.

The absolute majority of retailers think that a small number of products – whether food

products (57%) or non-food products (64%) – are unsafe. They are more likely to think

that all food products (27%) than non-food products (15%) are safe. However, similar

proportions think that a significant number of food and non-food products are unsafe

(14% and 17% respectively).

Slightly fewer retailers than in 2010 now consider that essentially all food products are

safe (+ 3) whereas this proportion has decreased for non-food products (-5) 6.

Bases:

Q15: Retailers that sell non-food products (excluding “Not relevant because you do not sell non-food products”)

– n=4,235

Q16: Retailers that sell food products (excluding “Not relevant because you do not sell food products”) –

n=4,202

6 The bases used for these questions in 2011 are slightly different compared to previous surveys. See more

explanations in chapters 3.2.


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3.3. Finding information about consumer legislation

More than two-thirds of retailers say that they know where to find information

about consumer legislation.

Just over two-thirds of retailers (67%) indicate that they know where to look for

information and advices regarding the consumer legislation of their own country. 23%

know where to go in the event that they need information regarding other EU countries.

Nevertheless, nearly a fifth (24%) say that they would not know where to go in either

case. Considerably fewer retailers (-14 points since 2009) now say they know where to

find information regarding national consumer legislation.


At least three-quarters of retailers in Estonia (87%), Latvia (79%), Finland (78%),

Romania (77%), the UK (77%), Slovenia (76%) and Ireland (75%) say they know where

to get information about national consumer legislation. Conversely, retailers in Italy

(46%), Iceland (50%) and Greece (54%) are the least likely to know where to find such

information.


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Do you know where you can find or get relevant information and advice about

consumer legislation either regarding (OUR COUNTRY) or another EU country?

Yes, with regard to legislation in other EU countries -%7


Around a third of retailers in Luxembourg (37%), Estonia (35%) and Slovakia (32%) say

they know how to find information and advice about the legislation of other EU countries.

At the other end of the scale, only 9% of Norwegian retailers would know where to find

such information.

7 Q3 “Consumer legislation” should be understood as legislation dealing with the economic interests of

consumers which does not include product safety. When questions relate to product safety, it will be explicitly

stated. Do you know where you can find or get relevant information and advice about consumer legislation

either regarding (OUR COUNTRY) or another EU country? (MULTIPLE ANSWERS POSSIBLE)


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4. COMPLIANCE WITH CONSUMER AND PRODUCT SAFETY LEGISLATION

Retailers are more likely to say that they have come across misleading or

deceptive advertisements.

4.1. Incidence of non-compliance

An overwhelming majority of retailers agree (98%) that they comply with consumer

legislation. 70% even strongly agree. No major changes have occurred since 2009.

However, 14% of retailers disagree that their competitors are compliant with the

legislation, although only 2% strongly disagree. Slightly more retailers express distrust

towards their competitors in the present survey than in 2010 and 2009 (9% disagree, +5

in both cases).


Nearly a fifth of EU retailers (23%) say they have come across fraudulent

advertisements, statements or offers made by their competitors in the past 12 months.



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Nearly a third (31%) of EU retailers say they have come across misleading or deceptive

advertisements, statements or offers made by their competitors in the past 12 months.

Retailers are now more likely to report they have come across misleading commercial

activities on the part of their competitors than in 2010 (+6 points) and 2009 (+3).


15% of EU retailers report that they have come across exaggerated or misleading

statements made by their competitors about the beneficial effect of their products on the

environment.



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4.2. Enforcement and market surveillance

Product safety checks have increased since 2010

Only 3% of EU retailers report that they

have been informed by consumer

authorities that they might be in breach of

consumer legislation in the past 12

months.

Half of retailers (50%) who sell products

report that authorities have checked the

safety of some of these products in the

past two years.

Nearly half of retailers say they have

carried out tests themselves to ensure

product safety (47%, +5 points since

2010).

Consumers have complained to 17% of

the retailers about the safety of a product

(+6 points since 2010).

More than one retailer in ten has recalled a product from the market after a request by

authorities (13%, +4 points since 2010).

Base: Retailers that sell non-food products (excluding “Not relevant because you do not sell products”) – n=4,5428

8 The base used for these questions in 2011 is slightly different compared to previous surveys. Results for

previous surveys are shown for every retailer providing an answer (excluding those spontaneously answering

‘not relevant’); whereas results for the 2011 survey are filtered on question D3, to focus exclusively on retailers

answering they sell non-food products in D3. FL331: retailers answering they sell non-food products in D3 but

answering ‘not relevant’ in Q11 were as well excluded from the base. In FL300 and FL278, respondents

answering ‘not relevant’ have been systematically excluded, as there was no possibility of filtering this question

on D3 in those surveys.


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8% of retailers have issued a public warning about the safety of a product at the request

of the authorities (+3 since 2010).

Finally, just a third (33%) indicates that another type of product safety enforcement

action has taken place in the past two years.

**In 2010 and 2009, the item ‘Any other enforcement action related to product safety’ was labelled ‘Other

action’


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4.3. Perceived compliance monitoring of consumer and product safety

legislation

A large majority of retailers think that public authorities actively monitor and

ensure compliance with product safety legislation.

87% of retailers selling food products now believe that the public authorities actively

ensure compliance with food safety legislation.9

More than three-quarters (79%) of EU retailers selling non-food products feel that public

authorities actively monitor and ensure compliance with product safety legislation in their

sector.

A similar proportion of 74% of retailers agree that public authorities actively monitor and

ensure compliance with consumer legislation; this figure is identical to that observed in 2009.

Base: Retailers that provided an answer (i.e. excluding those that considered the question not applicable) –

n=9,85710

*Only for this item and for the 2011 survey, base: Retailers that sell food products (excluding “Not relevant

because you do not sell products”) – n=4,249

**Only for this item and for the 2011 survey, base: Retailers that sell non-food products (excluding “Not

relevant because you do not sell products”) – n=4,542

9 The bases used for these questions in 2011 are slightly different compared to previous surveys. See more

explanations in chapters 4.3. 10 The base used for two questions “The public authorities actively monitor and ensure compliance with product

safety legislation in your sector in (OUR COUNTRY)” and “The public authorities actively monitor and ensure

compliance with food safety legislation in your sector in (OUR COUNTRY)” in 2011 is slightly different compared

to previous surveys. Results for previous surveys are shown for every retailer providing an answer (excluding

those spontaneously answering ‘not relevant’); whereas results for those 2 questions in 2011 survey are

filtered on question D3, to focus on retailers selling non-food products. “The public authorities actively monitor

and ensure compliance with product safety legislation in your sector in (OUR COUNTRY)” is based on the

Retailers that sell non-food products – n=4,617 (D3) and “The public authorities actively monitor and ensure

compliance with food safety legislation in your sector in (OUR COUNTRY)” is based on the Retailers that sell

food products – n=4,274 (D3). Respondents who answered “Not relevant, you don’t sell products” were

excluded from the base.


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Compliance with consumer legislation – competitors of respondents -%EU11


In terms of the overall levels of agreement, retailers in Finland (88%), the Netherlands

(84%), Luxembourg and the UK (both 80%) are the most likely to believe that their

competitors respect consumer laws. Low levels of ‘peer confidence’ are observed in

Bulgaria (41%) and Cyprus (49%).

Slightly fewer retailers think that self-regulatory bodies actively monitor whether codes

of conduct and practice are complied with in their sector (60% in 2011 in comparison to

63% in 2009).

Similarly, fewer retailers now agree (59%) that the media regularly report on businesses

that do not respect consumer legislation compared to 65% in 2009.

57% of EU retailers believe that NGOs actively monitor compliance with consumer

legislation, compared with 62% in 2009.

Finally, exactly the same proportion of retailers as in 2009 - 17% - report they have

changed their commercial practices as a consequence of a media story.

11 Q10.2 Now, thinking about all legislation dealing with the economic interests of consumers, please say

whether you strongly agree, agree, disagree or strongly disagree with the following statements. Let me confirm

once more that all responses are strictly anonymous. Your competitors comply with consumer legislation


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5. USE OF ALTERNATIVE DISPUTE RESOLUTION (ADR) MECHANISMS TO SETTLE

DISPUTES WITH CONSUMERS

One retailer in ten has used Alternative Dispute Resolution in the past two

years.

One EU retailer in ten (10%) has used ADR mechanisms to resolve disputes with

consumers in the past two years. This is slightly higher than in 2009 when 8% of

retailers had used such mechanisms.

More than four retailers in ten have not used any ADR mechanisms but are familiar with

at least some of them (43%). However, a considerable proportion of retailers (40%) are

not familiar with any of these mechanisms. No substantial changes can be observed in

the course of the last three years in this area.


TECHNICAL SPECIFICATIONS

FLASH EUROBAROMETER 331

“Business attitudes towards cross-border trade and consumer protection” TECHNICAL SPECIFICATIONS

Between the 19th of September and the 28th of October 2011, TNS Political & Social, a consortium created between TNS political & social, TNS UK and TNS opinion, carried out the survey FLASH EUROBAROMETER 331 about "Business attitudes towards cross-border trade and consumer protection ". This survey has been requested by the EUROPEAN COMMISSION, Directorate-General for Health and Consumers. It is a business-to-business survey co-ordinated by the Directorate-General for Communication ("Research and Speechwriting" Unit). The FLASH EUROBAROMETER 331 covers businesses selling to final consumers in the retail and service sectors employing 10 or more persons in the European Union (NACE : G, H, I, J, K, excluding G 51 Wholesale trade and commission trade, except of motor vehicles and motorcycles; J 67 Activities auxiliary to financial intermediation; K73 Research and development; K74 Other business activities). It was also conducted in Norway and Iceland where the same target group was interviewed. All interviews were carried using the TNS e-Call center (our centralized CATI system). The lists of companies qualified to be interviewed were developed by Bureau van Dijk in most countries. In Spain and Italy, it was developed by Dun and Bradstreet. In some countries, the sample lists were completed by national institutes using local statistical data sources. Whenever a company was eligible the selected respondent had to be someone with decision making responsibilities in the company (managing director, CEO) or leading the commercial activities of the company (Commercial managers, sales managers, marketing managers). Quotas were applied on both company size (using three different ranges: 10-49 employees, 50-249 employees and 250 employees or more) and sectors (Trade versus services). These quotas were adjusted according to the country’s universe but were also reasoned in order to ensure that the sample was large enough in every cell.

TS1


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 400 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 ± 2.9 points ± 3.9 points ± 4.5 points ± 4.8 points ± 4.9 points

ABBR. COUNTRIES INSTITUTES N°

INTERVIEWS FIELDWORK

DATES POPULATION

BE Belgium TNS Dimarso 400 19/09/2011 21/09/2011 11.479 BG Bulgaria TNS BBSS 400 19/09/2011 21/09/2011 9.958 CZ Czech Rep. TNS Aisa s.r.o 400 19/09/2011 21/09/2011 12.394 DK Denmark TNS Gallup A/S 400 19/09/2011 21/09/2011 15.765 DE Germany TNS Infratest 400 19/09/2011 21/09/2011 133.410 EE Estonia TNS Emor 400 19/09/2011 21/09/2011 2.479 EL Greece TNS ICAP 400 19/09/2011 21/09/2011 11.820 ES Spain TNS Demoscopia S.A 400 19/09/2011 21/09/2011 54.769 FR France TNS Sofres 400 19/09/2011 21/09/2011 61.838 IE Ireland IMS Millward Brown 400 19/09/2011 21/09/2011 10.587 IT Italy TNS Infratest 400 19/09/2011 21/09/2011 59.970 CY Rep. of Cyprus CYMAR 240 19/09/2011 11/10/2011 1.618 LV Latvia TNS Latvia 400 19/09/2011 21/09/2011 3.977 LT Lithuania TNS Lithuania 400 19/09/2011 21/09/2011 6.360 LU Luxembourg TNS Dimarso 214 19/09/2011 27/10/2011 1.689 HU Hungary TNS Hoffmann Kft 400 19/09/2011 21/09/2011 10.265 MT Malta MISCO International Ltd 175 19/09/2011 28/10/2011 1.283 NL Netherlands TNS NIPO 400 19/09/2011 21/09/2011 18.953 AT Austria TNS Austria 400 19/09/2011 23/09/2011 15.370 PL Poland TNS OBOP 401 19/09/2011 21/09/2011 20.254 PT Portugal TNS EUROTESTE 400 19/09/2011 21/09/2011 12.827 RO Romania TNS CSOP 400 19/09/2011 21/09/2011 18.346 SI Slovenia RM PLUS 400 19/09/2011 21/09/2011 2.187 SK Slovakia TNS AISA Slovakia 400 19/09/2011 21/09/2011 4.811 FI Finland TNS Gallup Oy 400 19/09/2011 21/09/2011 6.184 SE Sweden TNS SIFO 400 19/09/2011 21/09/2011 12.155 UK United Kingdom TNS UK 401 19/09/2011 21/09/2011 73.292

TOTAL EU27

10.231 19/09/2011 28/10/2011 594.040 IS Iceland Capacent ehf 204 19/09/2011 11/10/2011 651 NW Norway TNS Gallup AS 400 19/09/2011 21/09/2011 9.492

TOTAL 10.835 19/09/2011 28/10/2011 604.183

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retailers’ attitudes towards cross-border...

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