CONSUMER ATTITUDES TOWARDS CROSS- BORDER TRADE AND CONSUMER PROTECTION€¦ · FLASH EB 358 “Consumer attitudes towards cross-border trade and consumer protection” Eurobarometer

Flash Eurobarometer 358

CONSUMER ATTITUDES TOWARDS CROSS-BORDER TRADE AND CONSUMER

PROTECTION

REPORT

Fieldwork: September 2012

Publication: June 2013

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 358 - TNS Political & Social

FLASH EUROBAROMETER XXX “Title”

Flash Eurobarometer 358

Consumer 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)

FLASH EB 358 “Consumer attitudes towards cross-border trade and consumer protection”

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TABLE OF CONTENTS

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

MAIN RESULTS ............................................................................................................................. 5

1. DOMESTIC AND CROSS-BORDER SHOPPING VIA THE INTERNET .............................................. 9

1.1 Overall level of online purchases .................................................................................... 9

1.2 Domestic and cross-border online purchases ................................................................ 16

2. CONSUMER CONFIDENCE AND ATTITUDES TOWARDS DOMESTIC AND CROSS-BORDER PURCHASES ................................................................................................................................ 23

2.1 Levels of confidence in domestic and cross-border online purchases ............................. 23

2.2 Outlook for cross-border shopping in the EU ................................................................ 33

2.3 Knowledge of the European Consumer Centres ............................................................ 42

3. FEELING PROTECTED AS A CONSUMER ................................................................................. 45

4. KNOWLEDGE OF CONSUMER LEGISLATION .......................................................................... 57

4.1 Cooling-off period in distance selling ............................................................................ 57

4.2 Right to return defective products ............................................................................... 59

4.3 Unfair commercial practices – receiving unordered products ........................................ 61

4.4 Validity of contract terms ............................................................................................ 63

4.5 Overall levels of knowledge ......................................................................................... 65

5. PROBLEMS AND COMPLAINTS ............................................................................................. 67

5.1 Overall incidence of problems and complaints .............................................................. 67

5.2 Problems with the delivery of online purchases ............................................................ 78

6. UNFAIR COMMERCIAL PRACTICES ........................................................................................ 85

6.1 Experience of misleading/deceptive and fraudulent advertisements ............................. 85

6.2 Sales channels most likely to convey misleading, deceptive or fraudulent advertisements or offers ................................................................................................................................. 97

7. DISPUTE RESOLUTION ....................................................................................................... 101

8. THE ROLE OF THE MEDIA ................................................................................................... 107


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9. PERCEPTIONS OF PRODUCT SAFETY ................................................................................... 111

9.1 Perceptions of the safety of non-food products .......................................................... 112

9.2 Perceptions of the safety of food products ................................................................. 118

10. ENVIRONMENTAL IMPACT AND PURCHASING DECISIONS .................................................. 123

ANNEXES

Technical specifications Questionnaire Tables


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INTRODUCTION

This report presents the results of the Flash Eurobarometer survey ‘Cross-border trade and consumer protection’, carried out in September 2012. The survey follows on from a series of consumer protection-related surveys that have been conducted since 2006 by the European Commission, DG SANCO (Special Eurobarometer No 252, 2006, Special Eurobarometer No 298, 2008, Flash Eurobarometer No 282, 2009, Flash Eurobarometer No 299, 2010, Flash Eurobarometer No 332, 2011)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 were initially set out in the Consumer Protection Strategy for 2007-2013 2 , whose purpose was to empower consumers, to enhance their welfare, and to protect them more effectively. In May 2012, the European Commission then updated its strategic goals in this area by introducing a new European Consumer Agenda 3 , an approach which aims to increase consumer confidence by: reinforcing consumer safety; enhancing knowledge; stepping up enforcement and securing redress; and aligning consumer rights and policies to changes in society and in the economy.

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, conducting in-depth market studies and researching consumer behaviour. The flagship Consumer Scoreboards are published in spring and autumn every year: the spring edition monitors Member States' consumer conditions, integration of the retail market and the development of e-commerce, while the autumn edition ranks some 50 consumer markets using indicators such as comparability of offers, consumers' trust in retailers, problems, complaints, satisfaction, switching, pricing and safety.

This survey looks at the conditions of EU consumers as reported by consumers themselves in the following areas:

Cross-border commerce E-commerce Consumer problems and complaints Dispute resolution Knowledge of Consumer legislation Consumer perceptions of consumer protection Unfair commercial practices Product safety environment Environmental concerns European Consumer Centres

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 http://ec.europa.eu/consumers/strategy/docs/consumer_agenda_2012_en.pdf


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This survey was carried out by TNS Political & Social network in the 27 Member States of the European Union and in Croatia, Norway and Iceland between 12 and 15 September 2012. Some 25.543 respondents from different social and demographic groups were interviewed via telephone (landline and mobile phone) in their mother tongue on behalf of the European Commission, DG SANCO. The methodology used is that of Eurobarometer surveys as carried out by the Directorate-General for Communication (“Research and Speechwriting” Unit) 4 .. A technical note on the manner in which interviews were conducted by the Institutes within the TNS Political & Social network is appended as an annex to this report. Also included are the interview methods and confidence intervals5.

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 HR Croatia EU27 European Union – 27 Member States IS Iceland

NO Norway

* 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.

* * * * *

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.

4 http://ec.europa.eu/public_opinion/index_en.htm 5 The results tables are included in the annex. It should be noted that the total of the percentages in the tables of this report may exceed 100% when the respondent has the possibility of giving several answers to the question.

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MAIN RESULTS DOMESTIC AND CROSS-BORDER SHOPPING VIA THE INTERNET

Shopping via the Internet continues to grow throughout the EU

More than half (53%) of European consumers have made at least one online purchase in the twelve months preceding September 2012. This proportion has almost doubled since 2006. A fast uptake of e-commerce can be observed in all 27 Member States, with the strongest development observed in Slovakia (56%, + 50), Ireland (66%, +41), Poland (56%, + 38), the Czech Republic (62%, + 38) and Cyprus (41%, + 35)6.

The Internet is used to make purchases mainly from sellers or providers based in the respondent's own country. The proportion of respondents who make purchases from domestic vendors has grown from 23% in 2006 to 47% in 2012.

All in all, the proportion of consumers who purchased at least once from a provider or a seller based in another EU country has nearly tripled since 2006 to reach 15% of the European Consumers in 2012. This proportion is particularly high in the smaller Member States, where shopping online across borders concern more people: for example in Malta (42% of the consumers used a cross-border seller or provider at least once vs. 11% who used a domestic one), Luxembourg (41% vs. 14%), and Cyprus (31% vs. 5%).

Home internet access makes individuals more likely to shop online both domestically and cross-border. Across the EU, there is a 9-point difference in the level of online shopping recorded for all consumers (53%) and for those with home Internet access (62%). At national level, the widest difference is observed in Germany, where considerably more consumers with home Internet access purchase online than all respondents (74% vs. 63%).

CONSUMER CONFIDENCE AND ATTITUDES TOWARDS SHOPPING DOMESTICALLY AND CROSS-BORDER

Most Europeans feel confident about buying something online from a domestic vendor, but not yet from a vendor in another EU country

59% of EU consumers feel confident about purchasing via the Internet from a retailer/provider located in their own country, but only 36% feel confident about purchasing via the Internet from a vendor located in another EU country.

However, confidence is very high among people who have already made an online purchase: 90% are confident about purchasing domestically, and 80% are confident about cross-border purchasing.

Confidence among people who have not made an online purchase is lower: 54% would be confident about purchasing domestically, but only 27% would feel confident about cross-border purchasing.

6 All the differences across time, between countries and between socio-demographic categories commented on in this report can be considered statistically significant at 95% security level.

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Confidence in buying online domestically ranges from 80% in Denmark to 37% in both Cyprus and Malta; across borders, it ranges from 66% in Ireland to 25% in Hungary.

The number of people willing to buy goods and services using another EU language and the number of people who know where to get information about cross-border shopping is steadily growing since 2006

41% of respondents are prepared to purchase goods and services using another EU language.

32% know where to get information and advice about cross-border shopping in the EU.

26% are interested in making a cross-border purchase within the EU during the next 12 months.

Prior experience of cross-border purchasing makes respondents much more likely to answer all three questions positively, as does having home Internet access.

KNOWLEDGE OF THE EUROPEAN CONSUMER CENTRES

22% of respondents have heard of European Consumer Centres. CONSUMER CONFIDENCE

Respondents demonstrate the highest level of trust in independent consumer organisations to protect their rights: 74% express trust in such groups. The level of trust in these organisations continues to increase, and has risen from 66% in 2006.

A majority also trust public authorities (59%, +3 points since 2006) and feel that retailers/providers respect their rights even though the trust level is decreasing (59%, -3 points since 2006).

55% of respondents feel adequately protected as consumers by the existing measures. Results remain relatively stable since 2006 (+1 point compared with 2006).

48% of respondents say that they have changed their consumer behaviour as a result of a media story. The number of people who agree with this statement has risen considerably, from 39% in 2009.

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KNOWLEDGE OF CONSUMER LEGISLATION

Awareness of consumer rights varies depending on the question asked

69% of respondents correctly say that within four days after delivery they have the right to return goods that they purchased by post, phone or Internet for a full refund without any justification7.

56% of people know that they have the right to have faulty goods repaired or replaced free of charge without the need for any kind of extended commercial guarantee8. However, only 30% of respondents say correctly that they are not obliged to pay for and/or to return unordered DVDs sent to them through the post. Most people (65%) wrongly think that while they are not obliged to pay they still have a duty to return the DVDs.

85% correctly say that, having bought a bike that turned out to be faulty from a defect present at delivery, they do not have to accept any clauses stating that the seller or producer has no responsibility for repairing the fault.

PROBLEMS AND COMPLAINTS

25% of respondents say that in the past 12 months they have had legitimate cause for complaint when buying or using goods or services in their own country.

Of those who experienced problems, over 80% took action to solve them.

72% of the respondents who had legitimate cause for complaint took their complaint to the retailer, as opposed to the manufacturer or other bodies.

66% of people who took their complaint to the retailer express satisfaction with the way it was handled – more than those who took their complaints elsewhere.

Common reasons for not pursuing a complaint include that it would have taken too long (37%); that the sums involved were too small (37%); and that a satisfactory solution appeared unlikely (27%).

Delays in the delivery of online purchases have increased

30% of people who made domestic online purchases report delivery delays – up from 20% in 2011. 8% of Europeans say a product they ordered domestically never arrived at all.

However, delivery problems are reported by a smaller proportion of consumers when purchasing across EU borders: only 19% of people who did this suffered delays, and 6% did not receive the product at all.

7 Under current EU legislation, the delay is 7 days but MS are free to go beyond and extend it. However, the new Consumer Rights Directive – applicable from 13 June 2014 – introduces a harmonised solution ensuring 14 days for exercising the right of withdrawal. 8 Under EU law the seller shall be held liable where the lack of conformity of a product becomes apparent within two years as from delivery of the goods. In addition, any lack of conformity which becomes apparent within six months of delivery of the goods shall be presumed to have existed at the time of delivery.

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UNFAIR COMMERCIAL PRACTICES

Misleading or deceptive advertisements remain common

44% of people say that they had come across misleading or deceptive advertisements, statements or offers at least once in the past 12 months. Of those, 23% had bought something based on the claims made in the advertisement.

32% of respondents had come across a fraudulent advertisement, statement or offer. 10% say that they had bought something based on the advertisement’s content.

The Internet is seen as the sales channel most likely to convey misleading or deceptive advertisements

An absolute majority (54%) of respondents say that they are most likely to come across this kind of advertising on the Internet – far more than the 18% who mention the phone, or the 15% who mention the post.

People with home internet access (61%) are even more numerous to regard the Internet as a source of misleading advertising.

PERCEPTIONS OF PRODUCT SAFETY

About a quarter of respondents say that a significant number of non-food or food products are unsafe, with a slightly higher proportion for non-food products (27% of respondents compared to 24%).

The number of people who think that a significant number of non-food products are unsafe has increased by 2 points since 2011 and by 9 points since 2008.

The mainstream European view is that a small number of products are unsafe, in the case of both non-food products (55%) and food products (56%).

ENVIRONMENTAL IMPACT AND PURCHASING DECISIONS

Four out of 10 people (41%) say that the environmental impact of a product or service influences their purchasing decision.

Common reasons for not considering environmental impact include not coming across any information about it (38%); the high cost of environmentally-friendly goods (33%); and a lack of trust in environmental claims (25%).


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1. DOMESTIC AND CROSS-BORDER SHOPPING VIA THE INTERNET

The first chapter of the report looks at the extent to which Europeans engage in online shopping both domestically and across borders.8

1.1 Overall level of online purchases

Purchases made via the Internet in the past 12 months

Q14 In the past 12 months, have you purchased any goods or services via the Internet (website, email etc.) in (OUR COUNTRY) or elsewhere in any of the following ways…?

Base: all respondents, % EU27 in 2012-2008/ % EU25 in 2006

For the first time in six waves of this survey, an absolute majority of European consumers now carry out purchases online, with 53% of all respondents having made purchases through the Internet in the past 12 months. This is an increase of 7 points since 2011, and a continuation of the established trend of rapid growth in online shopping. Since 2006 the proportion of Internet shoppers has almost doubled as it was at 27%.

8 In this survey, only Internet purchasing is considered, unlike in previous years when distance purchasing by phone and mail order was also included.


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An absolute majority of respondents in 12 Member States say that they have made purchases online in the last 12 months. As in previous surveys, it appears that there is a clear link between online shopping and the Internet penetration rate9: in countries where the level of Internet access is the highest, online shopping tends to be more widespread. This is the case for the Netherlands (74% purchased via the Internet/household Internet access 93%), Denmark (71%/86%), the UK (68%/74%), Ireland (66%/67%), and Sweden (64%/90%). In these countries the Internet penetration rate is relatively high, and in some cases it is approaching universal access.


Base: all respondents, % by country

9 Internet penetration data are sourced from Special Eurobarometer 381 “E-Communications Household Survey”, which can be accessed here: http://ec.europa.eu/public_opinion/archives/ebs/ebs_381_en.pdf


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In contrast, in countries with the lowest levels of household Internet access, online purchases generally remain low. These countries are Portugal (26% purchased via the Internet/48% household Internet access), Romania (31%/45%), Bulgaria (34%/44%) and Greece (34%/42%). As the graph below demonstrates, these four countries have both the lowest levels of Internet penetration and the lowest rates of Internet purchasing in the EU. This is not surprising since those not having internet at home are more likely to have low or no internet skills and in any case have less chances to use the internet for private reasons.




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The following chart shows that Internet shopping is increasingly commonplace across the EU. In all but three Member States the proportion of respondents who have made online purchases over the last 12 months has increased. The biggest increases occurred in Lithuania (39%, +14 points), Slovakia (56%, +13 points), Spain (43%, +13 points), Bulgaria (34%, +12 points) and Greece (34%, +12 points). The three exceptions to this general trend are the UK (68%, -1 point), Sweden (64%, -1 point) and Luxembourg (50%, -1 point) where online shopping remained stable since the last survey. Since 2006, the largest absolute increases have been observed in Slovakia (56%, +50 points), Ireland (66%, + 41 points), Poland (56%, +38 points), the Czech Republic (62%, +38 points) and Cyprus (41%, +35 points). The slowest growth has been recorded in Sweden (64%, +14 points), Belgium (44%, +17), Denmark (71%, +18), Finland (58%, +18 points), and Luxembourg (50%, +18), although even in these countries the level of increase is relatively high.



Base: all respondents, % of ‘Yes’ answers by country


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EU consumers are more likely to purchase via the Internet both domestically and cross-border if they have Internet access at home. Across the EU, there is a 9-point difference in the level of online shopping recorded for all consumers (53%) and for those with home Internet access (62%). At national level, the widest differences are observed in the Hungary (49% vs. 37%), Germany (74% vs. 63%) and the United Kingdom (79% vs. 68%), where considerably more consumers with home Internet access purchase online than all respondents. The proportion of home Internet users who have made an online purchase has increased from 50% in 2006 to 62% in 2012. This represents an increase of 12 points, compared with an increase of 26 points among all respondents (from 27% in 2006 to 53% now). In all Member States, respondents with home access are now more likely to purchase online. The largest increases since 2006 have been observed in Slovakia (+43 points), Lithuania (+36), Cyprus (+35), Bulgaria (+30, since 2008), Greece (+27), Spain (+27), Malta (+26) and Slovenia (+26).

Purchases made via the Internet in the past 12 months, by those with home internet access


Base: respondents who have home Internet access (n=20,748), % of ‘Yes’ answers by country


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SOCIO-DEMOGRAPHIC ANALYSIS

Online shopping behaviour is strongly linked to a number of socio-demographic characteristics as well as to other background variables as follows:

Men (59%) are more likely than women (47%) to purchase goods and services online;

Consumers aged 25-39 are the keenest online shoppers (71%), followed by the youngest age group (65%) and respondents in the 40-54 age group (58%). Conversely, only 31% of respondents aged 55 or above shop online;

The higher their level of education, the more likely respondents are to purchase online: just 21% of those who finished their full-time education at the age of 15 or earlier have made a purchase via the Internet, while this figure is three times as high for those who studied until at least the age of 20 (63%);

Employees (70%) and self-employed respondents (67%) are more likely to purchase online than manual workers (49%) and those who are currently not working (38%);

An Internet connection at home increases the likelihood of purchasing online in all socio-demographic groups;

Respondents who have good knowledge of consumer rights are more likely to have made online purchases. 62% of the respondents who gave four correct answers about consumer rights say they made an online purchase, but this drops to 34% among respondents who gave no correct answers.


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Base: all respondents, % EU27


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1.2 Domestic and cross-border online purchases

The next section of the report takes a closer look at domestic and cross-border electronic commerce.

As in previous waves, the Internet is used to make purchases mainly from sellers or providers based in the respondent’s own country. In line with the increase in e-commerce, the level of domestic online shopping has grown considerably from 23% in 2006 to 47% in 2012. The level of cross-border online shopping in the EU has also steadily increased: 15% of EU consumers have now purchased online at least once from a seller/provider in another EU country in the past 12 months, compared with just 6% in 2006. A significant increase is also observed for those EU consumers who have made Internet purchases from a seller or provider located outside the EU, 8% (up from 3% in 2006).

Domestic and cross-border Internet purchases



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Domestic and cross-border Internet purchases


Base: all respondents, % of ‘Yes, from a seller/provider located in (OUR COUNTRY) and ‘Yes, from a

seller/provider located in another EU country’, % by country

EU consumers are considerably more numerous to have purchased online from a seller/provider based in their own country (47%) than from one located in another EU country (15%). This is the case in most Member States. The widest differences are observed in the Netherlands, where 72% of consumers have purchased from a domestic seller/provider, while only 19% have purchased online from a seller/provider located in another EU country, and in the Czech Republic (60% vs. 7%). However, there are a number of exceptions to this pattern, especially in countries where domestic online markets are relatively small. This applies to Malta (42% cross-border vs. 11% domestic), Luxembourg (41% vs. 14%), Cyprus (31% vs. 5%) and Ireland (48% vs. 40%).


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Domestic Internet purchases: evolution


Base: all respondents, % of ‘Yes, from a seller/provider located in (OUR COUNTRY), % by country The number of domestic online shoppers has grown in all EU countries since 2006. The largest increases are observed in Slovakia (49%, +44 points), the Czech Republic (60%, +39) and Poland (54%, +38). The growth has been slower in countries with smaller domestic markets such as in Cyprus (5%, +5 points), Malta (11%, +7) and Luxembourg (14%, +7).


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The graph below confirms that having an Internet connection at home significantly increases the likelihood that a respondent will make online purchases. 55% of EU consumers with home Internet access have made a domestic online purchase in the past 12 months, compared with 47% of all respondents. This is an 11-point increase since 2006. Cross-border online shopping is also more common, both within the EU (18% vs. 15% of all respondents; up 6 points since 2006) and outside the EU (10% vs. 8%; up 3 points since 2006). Domestic and cross-border Internet purchases by those with home internet access

Base: respondents who have home Internet access (n=20,748), % EU27 in 2012-2008/ % EU25 in 2006


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Respondents with Internet access at home are somewhat more likely than the average EU respondent to make both domestic and cross-border purchases online. For example, in the UK respondents with Internet access at home are more likely to purchase online both from domestic sellers/providers (77% vs. 66%) and also from another EU country (24% vs. 20%).

Domestic and cross-border Internet purchases, by those with home internet access Q14 In the past 12 months, have you purchased any goods or services via the Internet (website, email etc.) in (OUR COUNTRY) or elsewhere in any of the following ways…?

Base: respondents with home Internet access (n=20,748), % of ‘Yes, from a seller/provider located in (OUR

COUNTRY) and ‘Yes, from a seller/provider located in another EU country’, % by country


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The EU-level trend of consumers who have Internet access at home making more and more online purchases can also be seen at individual country level. In the case of domestic purchases made online by people with home access, the data show that there has been an increase in the number of people doing this in all Member States between 2006 and 2012. This practice has increased most substantially since 2006 in Slovakia (+39 percentage points), Lithuania (+28), Czech Republic (+26), Poland (+25), the Netherlands (+23), Spain (+22), Slovenia (+21) and Bulgaria (+21, since 2008). Elsewhere, the increases have been more modest, such as in Finland (+5 percentage points), Latvia (+5), Cyprus (+6), Denmark (+6), France (+6), Belgium (+6) and Malta (+6).

Domestic purchases made via the Internet in the past 12 months by those with home internet access


Base: respondents who have home Internet access (n=20,748), % of ‘Yes, from a seller/provider located in (OUR COUNTRY)’ answers by country


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Respondents who have Internet access at home are now generally more likely to shop online cross-border than in 2006, although the changes are much more modest than those observed for domestic online purchases (18% at EU level, up from 12% in 2006). Malta (+30 points), Ireland (+29) and Cyprus (+28) have registered the largest increases since 2006. These countries are all islands with relatively small domestic markets which may partly explain the demand for cross-border options.

EU cross-border purchases made via the Internet in the past 12 months by those with home internet access


Base: respondents who have home Internet access (n=20,748), % of ‘Yes, from a seller/provider located in

another EU country’ answers by country


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2. CONSUMER CONFIDENCE AND ATTITUDES TOWARDS DOMESTIC AND CROSS-BORDER PURCHASES

The second chapter presents the results for consumer confidence in online purchases domestically and across borders, as well as more general attitudes toward cross-border shopping.

2.1 Levels of confidence in domestic and cross-border online

purchases

All respondents were asked whether they agreed or disagreed with two statements about how confident they felt when purchasing goods online.

A majority of EU consumers say that they feel confident purchasing via the Internet from a retailer/provider located in their own country: 59% agree, while just one-third of respondents (31%) say they do not feel confident when purchasing online from a retailer/provider in their own country. In comparison, just 36% of EU respondents agree that they feel confident purchasing online from a retailer/provider located in another EU country. Almost half (49%) say they are not confident about doing this.

Levels of confidence in domestic and cross-border online purchases



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A large majority of the respondents who made at least one cross-border purchase via the Internet within the EU agree that they feel confident when buying goods or services online from vendors in their own country: 90% agree, with 33% strongly agreeing. Just 9% disagree and only 1% strongly disagrees. The level of agreement is also high on the question of whether respondents in this group feel confident when buying goods or services online from vendors in another EU country: 80% agree with this, 21% strongly. 18% disagree, 2% strongly disagree.


Base: Those who made at least one cross-border purchase via the Internet in the EU (n= 3,752), % EU27


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Now considering only respondents who made no online cross-border purchases within the EU, it appears that a majority of people in this group agree that they feel confident when buying goods or services online from retailers/providers in their own country: 54% agree, with 15% strongly agreeing. Over a third (34%) disagree, of whom 16% strongly disagree. However, the level of agreement is much lower on the question of whether respondents in this group feel confident when buying goods or services online from vendors in another EU country: 27% agree, and only 4% do so strongly. A majority (55%) disagree, and 25% strongly disagree.


Base: Those who have made no cross-border purchases via the Internet in the EU (n= 21,791), % EU27


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Trust in domestic sellers: Internet sales


At individual country level, a majority of respondents in 16 Member States say they feel confident purchasing goods or services via the Internet from retailers/providers in their own country. Respondents express the highest levels of confidence in Denmark (80%), Ireland (76%), the UK (75%) and Sweden (71%). In contrast, respondents in Malta (37%), Cyprus (37%), Greece (39%) and Estonia (40%) feel the least confident purchasing goods or services via the Internet from retailers/providers in their own country.


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Trust in domestic sellers: Internet sales (only respondents with home Internet access)

Base: respondents who have Internet access at home (n=20,748), % by country

Among people who have Internet access at home, a majority of respondents in all but six EU Member States say they feel confidence when it comes to buying via the Internet from retailers/providers in their own country. This view is held most strongly by consumers in the UK (85%), Denmark (84%), Ireland (80%), and Sweden (77%). At the other end of the scale, respondents in Cyprus (41%), Malta (43%), Estonia (47%) and Greece (48%) are the least likely to feel confident about buying via the Internet from retailers/providers in their own country.


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Trust in EU cross-border sellers: Internet sales


Very diverse results were obtained nationally for online purchases from other EU countries, with an absolute majority of respondents in just four Member States saying that they would be confident about buying goods or services online from retailers or providers in other EU countries. Those four countries are Ireland (66%), Denmark (54%), Luxembourg (54%), and Malta (53%).

At the other end of the scale, relatively few people express confidence in this purchase method in Hungary (25%), Germany (26%), Estonia (27%) and Italy (28%). An absolute majority of respondents in eight EU countries say that they would not be confident buying goods or services online from another EU Member State.


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Trust in EU cross-border sellers: Internet sales (only respondents with home Internet access)

Base: respondents who have Internet access at home (n=20,748), % by country

Among people who have Internet access at home, an absolute majority of respondents in seven EU Member States say they have confidence when it comes to buying online from retailers/providers in other EU countries. Consumers in Ireland (70%), Malta (64%), Luxembourg (60%) and Denmark (56%) are the most likely to express confidence in this.

At the other end of the scale, consumers in Germany (30%), Hungary (31%), Estonia (31%) and Poland (34%) are the least likely to be confident about making online purchases from non-domestic sources. An absolute majority of respondents in seven EU countries say that they would not be confident buying goods or services online from another EU Member State.


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Levels of confidence in domestic and cross-border distance purchases


When all these results are collated the data show that a third (33%) of all respondents are confident about purchasing goods online both from domestic and EU sources. 29% are not confident about buying goods online, whether domestically or from another country. A quarter (26%) are confident about buying domestically but not from companies based elsewhere in the EU, while 3% say they are confident about buying from other EU countries but not from their own country.


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Online shopping behaviour is closely linked to a number of socio-demographic characteristics as well as to other background variables as follows:

Men (65%) are more likely than women (54%) to agree that they would feel confident buying goods online from a domestic company, and also from a vendor in another EU country (42% vs. 29%); Consumers aged 25-39 are the most likely to be comfortable buying domestically (76%), while respondents aged 55 and over are least likely to be so (38%). However, 15-24 year-olds (51%) are the most comfortable when it comes to buying from another EU country; people aged 55 or over (19%) are again the least comfortable;

Respondents with a higher level of education are more likely to be comfortable making online purchases from a domestic vendor (66%) and also from an EU vendor (41%). In contrast, only 30% and 14% of respondents who left school aged 15 or under feel comfortable buying online from a domestic and an EU vendor respectively;

White-collar workers are the most likely to feel confident buying goods online from a domestic company (73%) and also from a vendor in another EU country (44%). Respondents who are not working are the least likely to feel comfortable in both cases (47% and 27%);

Respondents who have made a cross-border purchase within the EU are more confident buying both from a domestic supplier (90%) and when it comes to making cross-border purchases (80%);

Respondents who have good knowledge of consumer rights are more likely to feel comfortable making online purchases. Among respondents who gave four correct answers about consumers’ rights 65% are comfortable buying goods online from a domestic company and 37% are comfortable doing so from a vendor in another EU country. But among respondents who gave no correct answers this falls to 41% and 24% respectively.


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2.2 Outlook for cross-border shopping in the EU

Respondents were asked whether they agree or disagree with three statements relating to cross-border shopping. They were asked whether they are prepared to purchase goods and services using another EU language; whether they know where to get information and advice about cross-border shopping in the EU; and whether they are interested in making a cross-border purchase in the EU in the next 12 months.

Four out of 10 respondents (41%) agree they are prepared to purchase goods and services using another EU language, although a majority (56%) are not prepared to do this.

A third of respondents (32%) agree that they know where to get information and advice about cross-border shopping in the EU. However, nearly twice as many respondents (60%) say they do not know where to get this kind of information.

A quarter of respondents (26%) agree that they are interested in making a cross-border purchase within the EU during the next 12 months. But two-thirds of respondents (68%) say they are not interested in doing this.

Attitudes towards cross-border shopping



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Fewer respondents now say that they are prepared to make purchases using another EU language than said so in 2011; the number of people who are willing to do this having fallen from 50% to 41%. However, the proportion of people willing to use another language is higher than during the last two surveys, up from the 33% recorded in both 2006 and 2008. The number of people who say they know where to get information about cross-border shopping in the EU has also fallen, from 39% in 2011 to 32% now. The proportion of people giving this answer has dropped back to the level recorded in 2010, though it remains some way above the 2006 result of 24% and the 21% registered in 2008.10

Attitudes towards cross-border shopping: evolution

Base: all respondents, % EU27 in 2008-2012, % EU25 in 2006

10 A slight change in the wording of the third question means that it is not possible to make a direct comparison with previous surveys on the issue of whether respondents are interested in making a cross-border purchase in the EU in the next 12 months.


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Analysing the results of respondents who had made at least one cross-border online purchase in the EU, we find that nearly two-thirds of people in this group (64%) are prepared to buy goods and services using another EU language. Only 35% are unwilling to do this.

Half (50%) of the respondents with the experience of cross-border internet shopping say they know where to get information about cross-border shopping in the EU, while 47% say they do not know. A majority (61%) also say that they are interested in making a cross-border purchase during the next 12 months, while only one-third (34%) say that they are not interested in doing this.

Just over a third (37%) of those respondents who had made no cross-border online purchases in the EU are prepared to buy goods and services using another EU language, while 59% are unwilling to do this.

Less than a third (29%) of respondents who had made no cross-border internet purchases say they know where to get information about cross-border shopping in the EU, while 62% say they do not know. Only a fifth (20%) of people, who have not made an online cross-border purchase, say that they are interested in doing so during the next 12 months, while three quarters (74%) say that they are not interested in cross-border purchasing.

Attitudes towards cross-border shopping prior experience with EU cross border

online purchases

Base: respondents who had made at least one cross-border internet purchase in the EU (n=3,752)/ respondents who had made no cross-border internet purchases in the EU (n= 21,791)


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Willingness to use another EU language


At individual country level, an absolute majority of respondents in 11 Member States agree that they are prepared to purchase goods and services using another EU language. This is a substantial shift from 2011, when a majority of respondents in 21 EU countries agreed with this statement. Agreement is greatest in Luxembourg (71%), Sweden (61%), Finland (60%) and Denmark (59%). It is also very high in the three non-EU countries included in the survey: Norway (78%), Iceland (70%) and Croatia (63%).

At the other end of the scale, only 24% of people in the UK agree that they would be willing to use another EU language, as do 28% in Hungary, 28% in Ireland, and 36% in Germany.


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You are prepared to purchase goods and services using another EU language

Q17.1 (…) please tell me to what extent you agree or disagree with each of the following statements. You are prepared to purchase goods and services using another EU language.

Base: all respondents, % ‘Total agree’ by country

Up until 2011 there was a clear upward trend in almost all EU countries in terms of the number of respondents prepared to buy goods and services using another European language. However, the 2012 data show that this trend has now been reversed in most cases. Greece (48%, +3 points) and Slovenia (58%, +3 points) are the only two EU countries where more people now express a willingness to use another language than did so in 2011.

Elsewhere in the EU, there have been some relatively large declines since 2011 in the proportion of respondents who agree with this statement, notably in Malta (45%, -28 points), the Netherlands (48%, -18 points), Belgium (38%, -16 points), Germany (36%, -15 points), Luxembourg (71%, -12 points), Ireland (28%, -11 points), the UK (24%, -11 points) and Cyprus (46%, -10 points). In five cases agreement has even fallen below the level recorded in 2006: the Netherlands (48%, -21 points), Luxembourg (71%, -14 points), Belgium (38%, -13 points), Malta (45%, -7 points), and the UK (24%, -5 points).


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Awareness of access to information and advice


An absolute majority of respondents in just two Member States agree that they know where to get information and advice about cross-border shopping in the EU (down from six in 2011). The level of agreement is highest in Luxembourg (61%), Lithuania (55%), Finland (47%), Slovenia (47%) and Romania (47%), and is also relatively high in Norway (45%). At the other end of the scale, agreement is relatively uncommon in Hungary (19%), Poland (20%), Italy (23%), the UK (25%), and the Netherlands (25%).

In all EU countries except Cyprus (where the level of agreement stayed the same), there has been a fall in the number of respondents who agree that they know where to get information and advice about cross-border shopping in the EU. The decreases were most substantial in Austria (41%, -11 points), Malta (35%, -10 points), Poland (20%, -10 points), and Slovakia (38%, -10 points).


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Interest in future cross-border purchases


An absolute majority of respondents in four Member States agree that they are interested in making a cross-border purchase in the EU during the next 12 months, most strikingly in Ireland (56%), Denmark (55%) and Luxembourg (55%). An absolute majority also agree in Iceland (52%) and Norway (51%). At the other end of the scale, relatively few people say that they intend to do this in Germany (18%), Spain (19%), Portugal (21%), Hungary (23%), and the UK (23%),


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The socio-demographic data show that:

• Men are more likely than women to agree with all three statements, by a margin of between nine and 12 percentage points.

• Younger respondents are the most likely to say that they are prepared to make purchases in other languages and that they know where to find information about cross-border purchases. For example, 58% of 15-24 year-olds say they are prepared to make purchases in another language, as opposed to just 26% of respondents aged over 55.

• Respondents who spent longer in education are similarly more prepared to make purchases using another EU language: 50% of those who finished their education aged 20 or above are prepared to do this, but only 16% of those who left school aged 15 or under say the same thing.

Among respondents who have Internet access at home, 45% say that they are prepared to purchase goods and services using another EU language (20% of respondents without home internet access are willing to do this).

• A majority of respondents (61%) who have already made at least one cross-border purchase within the EU say that they are interested in making another cross-border purchase. In contrast, only 20% of respondents who have not already made at least one cross-border purchase within the EU are interested in making such a purchase.

• Nearly two-thirds (64%) of respondents who have made a cross-border purchase say they are willing to buy goods and services using another EU language. However, only 37% of people who have not made a cross-border purchase say that they are willing to buy goods and services using another EU language.

• Half (50%) of people who have made a cross-border purchase know where to get information about this type of shopping. In contrast, only 29% of respondents who have not made a cross-border purchase know where to get information about cross-border shopping.

• How much respondents know about consumer rights makes relatively little difference in most cases as to whether they agree or disagree with the three statements. One notable exception is among respondents who have made a cross-border purchase. When asked if they are prepared to purchase goods in another EU language, people in this group who give four correct responses about consumer rights (69%) are more likely to answer positively than respondents who gave one or no correct answers (58%).


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2.3 Knowledge of the European Consumer Centres

All respondents were asked whether they have heard of the European Consumer Centres: less than a quarter (22%) of Europeans has heard of them, while three quarters (77%) have not.

Knowledge of the European Consumer Centres


In four Member States over four out of 10 respondents have heard of the European Consumer Centres: Luxembourg (49%), Austria (45%), Romania (43%) and Portugal (40%). At the other end of the scale, only 8% have heard of European Consumer Centres in both Spain and Denmark, as have 9% in the Netherlands and 13% in the UK. In the non-EU countries, Norway (10%) also registers a low level of awareness.


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The number of people who know about the European Consumer Centres has risen with 11 percentage points from 11% in 2006 to 22% in 2012, and the number has also risen in most individual Member States. The largest increases have occurred in Portugal (40%, +31 points), Luxembourg (49%, +30 points), Malta (38%, +29 points), Hungary (33%, +27 points) and Austria (45%, +27 points). Sweden (24%, -6 points) is the only EU country to have recorded a fall in awareness of the European Consumer Centre between 2006 and 2012. The level of awareness has remained stable in the Czech Republic (16%), Denmark (8%) and Spain (8%).


Q18 Have you heard of the European Consumer Centres?



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3. FEELING PROTECTED AS A CONSUMER

The next chapter of the report addresses a number of issues related to confidence in national consumer protection environment.

Respondents were asked about how much trust they had in independent consumer organisations as well as in public authorities to protect their rights as a consumer; whether retailers/providers respected consumer rights and if they felt adequately protected by existing measures to protect consumers.

Respondents are most likely to trust independent consumer organisations to protect their rights: 74% of respondents express trust in such groups, although only about 15% of those strongly agree that they trust them. Just over a fifth (22%) say that they do not trust these groups.

A majority of respondents (59%) also agree that they trust public authorities to protect their consumer rights, although again only around 15% of the people who say that strongly agree. Four out of 10 (39%) respondents do not trust public authorities to protect their consumer rights.

The same proportion of respondents (59%) agrees that retailers/providers respect their rights as a consumer; again, around 15% of this 59% strongly agree. 39% of respondents feel that retailers do not respect their rights.

A majority of respondents (55%) also agree that they feel adequately protected by the existing measures, though only a tenth of those people strongly agree. Over four out of 10 (42%) respondents do not agree that the existing measures are adequate.


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Consumer confidence


Comparing present results with those from previous surveys reveals that trust in independent consumer organisations is growing steadily as it has increased by 2 points since 2011 (from 72% to 74%), and by 8 points since 2006 (66%).

However, trust in public authorities to protect consumer rights has dropped by 3 points since 2011 (from 62% to 59%), though the current level remains 3 points above the level recorded in 2006 (56%).

The proportion of respondents who think that retailers/providers respect their rights as a consumer has also fallen since 2011, by 6 points (from 65% to 59%). It has also dipped 3 points below the level recorded in 2006 (62%).

There was also a fall between 2011 and 2012, this time of 3 points, in the proportion of respondents who think that existing consumer protection measures are adequate (from 58% to 55%). The 2012 result is 1 point above the level recorded in 2006 (54%).


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Trust in independent consumer organisations


In all EU Member States an absolute majority of respondents agree that they can trust independent consumer organisations to protect their consumer rights. In many cases, the level of trust is very high, as in the Netherlands (90%), France (87%), the UK (87%) and Ireland (86%). Respondents in Bulgaria (54%) have the lowest level of trust in independent consumer organisations, followed by those in Romania (55%), Greece (57%) and Slovenia (58%). The level of trust is also relatively low in Iceland (57%) and Croatia (58%).


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You trust independent consumer organisations to protect your rights as a consumer:

Q1.1 How strongly do you agree or disagree with each of the following statements? In (OUR COUNTRY) you trust independent consumer organisations to protect your rights as a consumer

Base: all respondents, % of ‘Total agree’ answers by country

In most EU countries the level of trust in the ability of independent consumer organisations to protect consumer rights rose between 2011 and 2012. The largest rises occurred in Sweden (80%, +11 points), Malta (78%, +10 points), Cyprus (59%, +10 points), Slovenia (58%, +10 points) and Bulgaria (54%, +10 points). A few countries witnessed small declines in the proportion of people who agree with this statement, with the biggest fall occurring in Germany (76%, -5 points).

Trust in the ability of independent consumer organisations to protect consumer rights has now increased since 2006 in all but four EU countries: Finland (77%, -3 points), Cyprus (59%, -3 points), Germany (76%, -2 points), and Greece (57%, no change). The largest increases since the survey was first conducted have occurred in Spain (75%, +32 points), Bulgaria (54%, +32 points, since 2008), Latvia (68%, +28 points), Portugal (78%, +27 points), and Romania (55%, +22 points, since 2008).


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Trust in public authorities


In 20 EU Member States an absolute majority of respondents agree that they can trust public authorities to protect their consumer rights. The level of trust is highest in Luxembourg (83%), Finland (83%), the Netherlands (80%) and the UK (78%). At the other end of the scale within the EU, independent consumer organisations command the least trust in Slovenia (34%), Lithuania (39%), the Czech Republic (40%) and Greece (41%). The lowest levels of all are found outside the EU, in Iceland (31%) and Croatia (32%).


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You trust public authorities to protect your rights as a consumer:

Q1.2 How strongly do you agree or disagree with each of the following statements? In (OUR COUNTRY) you trust public authorities to protect your rights as a consumer


Since 2011 trust in public authorities to protect consumer rights has risen in some countries and fallen in others. The largest rises occurred in the Netherlands (80%, +10 points), Finland (83%, +6 points), and Hungary (70%, +5 points). The most substantial declines were seen in France (59%, -7 points), Poland (46%, -7 points), Greece (41%, -7 points), Germany (59%, -6 points), and Cyprus (54%, -6 points).

Trust in the ability of public authorities to protect consumer rights has increased since 2006 in most EU countries. However, there are some notable exceptions. Trust has declined substantially in Greece (41%, -21 points), Cyprus (54%, -20 points), and Slovenia (34%, -13 points); small declines were recorded in four other countries. The largest increases have occurred in Bulgaria (56%, +29 points since 2008), Luxembourg (83%, +16 points), and Romania (50%, +14 points since 2008).


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Respect of consumer rights by retailers/providers


In 21 EU countries an absolute majority of respondents agree that in general retailers/providers respect their rights as a consumer. The level of agreement is highest in Luxembourg (77%), Ireland (75%), the UK (75%), and Austria (74%). However, in Greece only 37% of respondents think that retailers/providers respect their rights as a consumer, as do 40% of those in Cyprus, and 41% in both Bulgaria and the Czech Republic.


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In general, sellers/providers in (OUR COUNTRY) respect your rights as a consumer:

Q1.4 How strongly do you agree or disagree with each of the following statements? In (OUR COUNTRY) in general, retailers/providers respect your rights as a consumer


In most EU countries, fewer people than in 2011 now agree that in general retailers/providers respect their rights as a consumer. Indeed, Portugal (66%, +8 points) was the only country to record an increase in the number of respondents expressing confidence in retailers' and providers' respect for consumer rights. The most substantial declines occurred in Denmark (60%, -16 points), Germany (60%, -14 points), Belgium (63%, -12 points), and the Czech Republic (41%, -12 points).

Since 2006, no clear trend has emerged at country level in terms of the confidence that respondents express in retailers’ and providers’ respect for consumer rights. The level of agreement has increased in 12 Member States, while falling in the remaining 15.

The largest positive evolutions since 2006 have occurred in Portugal (66%, +24 points), Bulgaria (41%, +21 points since 2008), Slovakia (63%, +18 points), Romania (51%, +17 points since 2008), Latvia (64%, +15 points) and Lithuania (58%, +15 points). The most substantial falls have been registered in Belgium (63%, -20 points), Finland (72%, -16 points), the Netherlands (64%, -15 points), Sweden (62%, -14 points) and Germany (60%, -14 points).


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Confidence in existing consumer protection measures


In 18 EU countries an absolute majority of respondents agree that the existing consumer protection measures are adequate. The level of agreement is highest in Austria (76%), the UK (76%), Luxembourg (73%), Finland (70%) and Sweden (70%). However, in Greece only 18% of respondents think that the existing measures are sufficient; the level of agreement is also relatively low in Cyprus (28%), Bulgaria (30%), Slovenia (36%) and Italy (40%). In the non-EU countries, Croatia (31%) and Iceland (39%) also register low levels of agreement on this question.


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You feel that you are adequately protected by existing measures to protect consumers:

Q1.3 How strongly do you agree or disagree with each of the following statements? In (OUR COUNTRY) you feel that you are adequately protected by existing measures to protect consumers


In many EU countries, fewer people than in 2011 now agree that the existing measures for the protection of consumer rights are adequate. Lithuania (48%, +9 points) and Sweden (70%, +7 points) were the only countries where the level of agreement rose by more than a couple of percentage points. Elsewhere, confidence in the existing measures fell substantially, notably in Cyprus (28%, -14 points), Denmark (69%, -12 points), and Greece (18%, -10 points).


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Since 2006, most Member States have experienced positive evolutions in the number of people who agree that the existing consumer rights measures are adequate. The level of agreement has fallen in the remaining 10 EU countries. The largest increases since 2006 have occurred in Latvia (51%, +18 points), Lithuania (48%, +17 points), Bulgaria (30%, +17 points since 2008), Slovakia (51%, +15 points) and Poland (55%, +15 points). However, substantial negative changes have been recorded since 2006 in Cyprus (28%, -22 points), Greece (18%, -18 points), the Netherlands (69%, -10 points), and Slovenia (36%, -11 points).

The graph below illustrates the strong correlation between confidence in the existing consumer protection measures and the likelihood that respondents have made distance purchases via the Internet. In most cases, a high level of confidence equates to a high rate of online purchasing, while low confidence in consumer protection measures is accompanied by relatively few instances of online purchasing. For example, in the Netherlands, where 69% of respondents think that the existing measures are adequate, 74% of people made an online purchase. However, in Greece, where only 18% of people feel confident about the existing measures, 34% of respondents purchased something online.


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Looking into the socio-demographic variations on these latter questions shows only little differences:

Older respondents are less likely to have confidence on all four aspects of consumer protection indicators than their younger counter-parts: while 70% of 15-24 year olds say they trust public authorities to protect their rights as a consumer, only 54% of people aged 55 and over say so. The same is true for the confidence in retailers and providers to respect their rights as a consumer (70% and 54% respectively).

Those who feel adequately protected by existing measures to protect consumers are logically more inclined to trust consumer organisations (88% vs. 60%), public authorities (77% vs. 36%) and both retailers and providers (72% vs. 42%) to respect consumer rights than those who do not feel adequately protected.

Respondents who experienced unfair commercial practices tend to have less trust than those who didn’t: only 50% say they feel adequately protected by existing consumer legislation compared to 61% among those who never had such an experience.


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4. KNOWLEDGE OF CONSUMER LEGISLATION

Respondents were next asked four questions about online shopping in order to measure the extent of their knowledge about their legal rights as consumers.

4.1 Cooling-off period in distance selling

Respondents were asked whether they had the right to return goods that they had purchased by post, phone or Internet four days after delivery, for a full refund. A high proportion of respondents (69%) correctly answered this question11. However, nearly a quarter of consumers (24%) incorrectly believe that they do not have the right to do this. These results are very much in line with those obtained in 2011.

Knowledge of the cooling-off period in distance selling


An absolute majority of respondents in all but three Member States correctly think that they have the right to return goods bought online, by phone or by post four days after purchase, and receive their money back. Knowledge of this right is most widespread in the Czech Republic (82%), Spain (81%) and Germany (80%). However, less than half of all respondents are aware of this consumer right in Portugal (37%), Greece (41%) and Cyprus (42%). Outside the EU, just 37% of respondents in Iceland know about their right to return goods and get a refund.

11 Under current EU legislation, the delay is 7 days but MS are free to go beyond and extend it. However, the new Consumer Rights Directive – applicable from 13 June 2014 – introduces a harmonised solution ensuring 14 days for exercising the right of withdrawal.


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Most EU countries have experienced relatively little change on this question since 2011. The largest increases in the number of people who know about this right occurred in Romania (54%, +6 percentage points) and Sweden (62%, +6 ), while France (63%, - 7) registered the largest decline.

Knowledge of the cooling off period in distance selling



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4.2 Right to return defective products

Respondents were then asked to imagine that a fridge they bought 18 months ago breaks down and needs repair without any fault on their part. They were asked to say whether they think they have the right to have the fridge repaired or replaced for free, even though they had not acquired an extended commercial guarantee. Across the EU a majority of respondents (56%) answered this question correctly12 – an increase on the 51% of respondents who answered ‘yes’ in 2011. Just under four out of 10 people (39%) incorrectly believe that they do not have the right to have the fridge mended or replaced.

Knowledge of the right to return defective products


In all but six EU Member States an absolute majority of respondents correctly think that they have the right to have the fridge repaired or replaced for free. The highest levels of awareness of this consumer right are found in the Czech Republic (87%), Slovakia (81%), Spain (78%), Cyprus (74%) and Portugal (74%). However, in France only 37% believe that they have the right to do this, and correct answers are also relatively infrequent in Poland (41%), Lithuania (43%), Slovenia (47%), and the UK (49%). Croatia (41%) also has a relatively low proportion of respondents who answer correctly.

12 Under EU law the seller shall be held liable where the lack of conformity of a product becomes apparent within two years as from delivery of the goods. In addition, any lack of conformity which becomes apparent within six months of delivery of the goods shall be presumed to have existed at the time of delivery.


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In most countries more people answered this question correctly than in 2011. In many cases these increases were fairly small, although substantial rises were recorded in Romania (61%, +14 points), Cyprus (74%, +13 points), the Netherlands (55%, +10 points), and Portugal (74%, +10 points).

Knowledge of the right to return defective products



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4.3 Unfair commercial practices – receiving unordered products

Respondents were then asked to imagine a situation where they received two unordered educational DVDs by post, together with a €20 invoice. They were asked whether they were obliged to pay the invoice. Unlike the previous two questions, relatively few EU consumers are able to give the correct answer in this scenario. Only 30% of respondents say correctly that they are not obliged to pay for or to return the DVDs – down from 35% in 2011. Two-thirds of respondents (65%) think that while they are not obliged to pay they do have a duty to return the DVDs (59% gave this answer in 2011). Just 2% of people think they are obliged to pay, the same as in the previous wave of the survey.

Knowledge of Unfair Commercial Practices – receiving unordered products


Iceland (50%) is the only country, in or out of the EU, where at least half the respondents correctly say that they have no obligation either to pay or to return the DVDs. Within the EU, the highest proportions of correct answers were recorded in Denmark (47%), Finland (47%), Austria (44%) and Belgium (43%). At the other end of the scale only 14% of people in both Spain and Romania answer correctly, as do just 15% in both Greece and Lithuania.

An absolute majority of respondents in all but two EU Member State say that they are not obliged to pay but that they are obliged to return the goods. In Spain 82% give this answer, with similarly high numbers also doing so in Lithuania (79%), Portugal (78%), and Greece (78%). However, only 47% say this in Denmark, as do 50% in Finland, 51% in Austria, and 54% in both Belgium and Poland. In the non-EU countries, only 48% of people in Iceland and 50% in Norway give this answer.


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In most countries very few people think that they have an obligation to pay for the goods, though 6% of respondents in Romania and 5% in Bulgaria do give this answer.

Since 2011, most countries have seen a decline in the number of people who rightly say that they are not obliged to pay or to return the DVDs, a decline which is most striking in Lithuania (15%, -14 points), Romania (14%, -11%), Slovenia (38%, -11 points), and Hungary (24%, -10 points).

Most Member States saw a corresponding increase in the number of people saying that they are not obliged to pay but that they are obliged to send the DVDs back. The increases were greatest in Lithuania (79%, +17 points), Hungary (70%, +13 points), Slovenia (57%, +10 points), and Sweden (56%, +10 points).

There were no significant changes in the number of people who think they have an obligation to pay.

Knowledge of Unfair Commercial Practices – receiving unordered products



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4.4 Validity of contract terms

Finally, respondents were asked to imagine that they had purchased a bike which turns out to be faulty, and realise that the sales contract contains a clause rejecting any responsibility on the part of the vendor or producer to deal with faults.

A large majority of respondents (85%) respond correctly to this situation by saying that they should keep the bike but do not have to accept the seller’s clause rejecting responsibility for mending the fault. Just 10% of respondents say that they should keep the bike and also accept the clause about the seller not being responsible for faults.

Knowledge of the validity of contract terms


At least nine out of 10 respondents give the correct answer to this question in three EU countries: Ireland (93%), the UK (91%), and the Czech Republic (90%). Less than 80% of respondents give the correct answer in eight Member States, with the fewest right answers coming in Cyprus (70%), Romania (73%) and Hungary (74%).

Relatively high numbers of people think that they have to accept the seller’s clause rejecting responsibility for faulty goods in Cyprus (20%), Hungary (19%), Portugal (18%) and Romania (18%). However in the Czech Republic, Ireland and the UK only 5% of respondents would accept this situation.


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Knowledge of the validity of contract terms



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4.5 Overall levels of knowledge

This section provides an overview of the number of correct answers given by respondents to the four questions discussed above. It divides respondents into groups who gave four, three, two, one and no correct answers.

Overall levels of knowledge


At least a fifth of respondents gave four correct answers in the Czech Republic (25%), Denmark (23%) and Slovakia (20%).

In ten Member States, plus Norway, an absolute majority of respondents gave at least three correct answers, with the highest proportions of respondents giving either three or four right answers in the Czech Republic (75%), Slovakia (67%) and Spain (62%), plus 65% in Norway.


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In all Member States, the proportion of respondents able to give no correct answers is very low, with Greece (7%), Hungary (6%) and Romania (6%) having the most people who fall into this category.


There are relatively few socio-demographic variations on these knowledge questions, though the data shows that:

• There is relatively little difference between male and female respondents.

• Older respondents are somewhat more likely to answer all four questions correctly: while 13-14% of people over 40 give four right answers, only 6% of 15-24 year-olds do so.

• Respondents who spent more time in education are more likely to give four correct answers: 14% of people who left education aged 20 or over do so, compared with 9% of people who left aged 15 or below.

• While 14% of people who have made at least one purchase via the Internet gave four correct answers, only 9% of people who have not made an online purchase did so.



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5. PROBLEMS AND COMPLAINTS

5.1 Overall incidence of problems and complaints

A quarter of respondents (25%) say that in the past 12 months they have had legitimate cause for complaint when buying or using goods or services in their own country.

Of those people who experienced problems, over 80% took action to solve the problem (21% of the total responses), while less than a fifth did nothing about it (4% of the total responses).

Three quarters (74%) of respondents say they have had no cause to complain when buying or using products or services domestically.

Problems encountered when buying or using goods or services


The likelihood of respondents experiencing problems when purchasing or using a product varies considerably according to the specific country. Cyprus (38%) appears to be the Member State where consumers were most likely to encounter problems after buying products domestically. A relatively high number of people also had problems in the Netherlands (37%), Sweden (36%), and the Czech Republic (35%). In the non-EU countries, there was also a high problem rate in Norway (37%) and Croatia (35%). However, causes for complaint were relatively low in Luxembourg (10%), France (11%), Romania (15%), Belgium (17%), and Malta (17%).


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Problems encountered when buying or using goods or services



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Turning now to the question of whether respondents who experienced problems took action to address them, the data again show substantial country variations. In Denmark, the Netherlands, Germany, Sweden, the UK, and Slovakia 90-92% of people who encountered problems took action to solve them. But only around 61-62% of respondents who had problems took action in Bulgaria and Latvia13.

Complaining in case of problems

Base: respondents who had a legitimate cause for complaint when buying or using any goods or services (n=6,543), % by country

13 The analysis of the results country-by-country here should be read with caution. Indeed, for some countries, the basis are too low (Luxembourg: n=47, Malta: n=85, France n=110 and Iceland: n=114) and therefore they are only indicative for those countries.


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The following analysis looks first at all respondents, and then only at respondents who have encountered problems.

Men are more likely than women (28% vs. 23%) to say that they have encountered a problem. Respondents in the 25-39 age group are the most likely to have experienced a problem (35%), while people aged 55 and above are the least likely (16%). Respondents with a higher level of education (30%) are more likely to say they have had cause for complaint than those who left school at 15 or under (16%).

Knowledge of consumer rights appears to make consumers more likely to identify problems with goods they buy: 28% of people who answered all four of the questions on consumer rights correctly say they had a problem, compared with 19% of respondents who gave no correct answers.

Base: all respondents, %EU27


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While 86% of 25-39 year-olds who encountered problems took action to address them, only 75% of 15-24 year-olds did so. 87% of people who had made an online purchase took action upon encountering a problem, as opposed to 76% of people who had not made any online purchases. 88% of people who gave four correct answers to the consumer rights questions say that they took action when encountering a problem, whereas more than 70% of people who gave no correct answers did so.

Base: respondents who had a legitimate cause for complaint when buying or using any goods or services (n=6,543), % by country


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Actions taken when problems are encountered

Respondents who previously said that they had a legitimate cause for complaint regarding goods or services that they had bought were then asked what kind of action they took.14 A large majority (72%) of people in this group say that they complained to the retailer/provider, while 12% say that they took their complaint to the manufacturer. 4% say they complained to a public authority, while 4% say they took the issue to an out-of-court dispute resolution body. A further 2% say they took the matter to court. A sixth of respondents (17%) say that they took no action despite having a legitimate cause for complaint.

Actions taken by those encountering a problem

(MULTIPLE ANSWERS POSSIBLE)

Base: respondents who answered “Yes, and you took action to solve the problems” and “Yes, but you did not do anything” in Q10 (n=6543), % EU27

14 Multiple answers were permitted.


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Among respondents who say that they experienced a problem, the data show that complaining directly to the retailer/provider is a particularly common approach in Sweden (85%), Slovakia (85%), the Netherlands (84%), and the UK (84%)15. Outside the EU, 85% respondents also took this course of action in Iceland. At the other end of the scale, only 41% of respondents in Greece took their complaint to the retailer/provider, as did 44% in Romania, 47% in Lithuania, and 49% in Latvia.

Complained about it to the retailer\provider

Base: respondents who answered “Yes, and you took action to solve the problems” and “Yes, but you did not do anything” in Q10 (n=6,543), % EU27),

% by country

15 The analysis of the results country-by-country here should be read with caution. Indeed, for some countries, the basis are too low (Luxembourg: n=47, Malta: n=85, France n=110 and Iceland: n=114) and therefore they are only indicative for those countries.


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The socio-demographic data show that:

There are no significant gender variations on this question.

Respondents aged 25-39 and 40-54 (75% and 74%, respectively)'are more likely than those aged 55 and over (68%) and those aged 15-24 (65%) to have complained to the retailer/provider.

Individuals who left education later in life are somewhat more likely to have complained to the retailer/provider; while 76% of those who left education aged 20 or over did this, only 69-70% of other respondents did so.

Employees (76%) and self-employed respondents (74%) are more likely than manual workers (65%) and people who are not working (67%) to have complained to the retailer/provider.

Base: respondents who answered “Yes, and you took action to solve the problems” and “Yes, but you did not do anything” in Q10 (n=6543), % EU27


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Satisfaction with the way complaints were dealt with

Respondents who made a complaint were then asked how satisfied or dissatisfied they were with the way in which their complaint was handled. Overall, a majority – absolute or relative – of those respondents were satisfied with the way their complaints were dealt with.

Those who complained to the retailer/provider express the most satisfaction: 66% say they were satisfied.

Among respondents who complained to the manufacturer, 59% say they were satisfied with the way their complaint was dealt with. A majority of respondents (57%) who complained to an out-of-court dispute resolution body also express satisfaction. Slightly more than half (51%) of the respondents who took their complaint to court were satisfied.

A relative majority (47%) of those who complained to a public authority were satisfied with the way their problem was handled.

Base: respondents who encountered a problem and complained to the Retailer/provider (n= 4,684), Manufacturer (n= 792), an out-of-court dispute resolution body (ADR) (n= 280), court (n= 102) or Public

authority (n= 288) (in Q11), % EU27

An absolute majority of respondents who took their complaint to the retailer/provider in all but two Member States express satisfaction with the way their complaint was handled. Satisfaction was greatest in Sweden (78%), Finland (77%), Germany (75%), and Slovenia (75%)16. In the non-EU countries, satisfaction was also very high in Norway (77%) and Iceland (75%). The two countries where less than half of the respondents say they were satisfied are Malta (37%) and Spain (48%); satisfaction was also relatively low in Belgium (51%), Luxembourg (52%), and Greece (52%).

16 The analysis of the results country-by-country here should be read with caution. Indeed, for some countries, the basis are too low (Luxembourg: n=25, France n=55, Malta: n=66, Romania: n=69, Belgium: n=95, Lithuania: n=96, Iceland: n=96 and Cyprus: n=111) and therefore they are only indicative for those countries.


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Malta has by far the highest proportion of respondents who express dissatisfaction: 63% say they were not satisfied with the way the retailer/supplier handled their complaint, and 70% of those people say they were not at all satisfied. Dissatisfaction was also relatively high in Spain (51%), Belgium (48%), Luxembourg (48%) and Greece (48%), as well as in Croatia (45%). Dissatisfaction was lowest in Sweden (21%), Slovenia (22%), Finland (23%), Germany (24%) and Slovakia (24%), and was also low in Norway (21%) and Iceland (24%).

Satisfaction with the way complaints were dealt with the retailer/provider

Base: respondents who encountered a problem and complained to the Retailer/provider (n= 4,684), % by country

No country-level analysis is provided for the other courses of action proposed, as the number of people who complained to these bodies was too small in many individual Member States.


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Main reasons for not complaining about problems encountered

The small proportion (4%) of respondents who said that they had had reason to complain but decided not to take action were then asked their reasons for not complaining.17

Over a third of respondents say that they thought it would take too long (37%, +10 points compared with 2011). Over a third say that the sums involved were too small (37%, -5 points). Over quarter of respondents say that they were unlikely to get a satisfactory solution to their problem (27%, -8 points), while a fifth (19%, +9 points) say that they did not know how or where to complain. Under a fifth (18%, +3 points) say that they were not sure of their rights, and 15% (+4 points) say they had tried to make other complaints in the past without success. 15% (-3 points) also cite ‘other’ reasons.

Base: respondents who answered “Yes, but you did not do anything” in Q10 (n= 1,086), % EU27



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5.2 Problems with the delivery of online purchases

Respondents who had made at least one online purchase either domestically or in another EU country were asked whether they had experienced certain problems when making their purchase. Just under a third (30%) of respondents say that they experienced a delay in the delivery of a product from a retailer/provider located in their country. This represents a large increase with respect to the 20% of respondents who gave this answer in 2011 and on the 18% who did so in 2006.

Meanwhile, 8% of respondents who made an online purchase domestically say that the item they bought was not delivered at all – an increase with respect to the 5% of respondents who reported this problem in both 2011 and 2006.

Delay in the delivery and non-delivery of goods purchased via the internet in the country

Q15. During the past 12 months have any of the following situations happened to you when purchasing something via the Internet in (OUR COUNTRY) or in another EU country?

Base: those who had made at least one purchase from a seller or provider in their own country via the Internet (n=11,942),

% EU27 in 2012-2008/ % EU25 in 200618

18 From 2006 to 2011, purchases on the phone and via the post were included


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Respondents who have made at least one online purchase in France (41%), Poland (35%) and the Netherlands (34%) are the most likely to have experienced a delay in delivery. At the other end of the scale relatively few consumers have had this problem in Malta (8%), Luxembourg (12%) and Lithuania (12%). Consumers in the UK (11%), France (10%) and Slovakia (10%) are the most likely to say that a product that they ordered was not delivered at all. Only 1% of respondents in Malta and 2% in Cyprus, Portugal, Lithuania and Luxembourg have had this experience.

Base: those who had made at least one purchase from a seller or provider in their own country via the Internet (n=11,942)19

19 The analysis of the results country-by-country here should be read with caution. Indeed, for some countries, the basis are too low (Cyprus: n=25, Malta: n=57 and Luxembourg: n=69) and therefore they are only indicative for those countries.


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Delay in the delivery and non-delivery of goods or services purchased via the Internet in another EU country

*Base: those who had made at least one purchase from a seller or provider in another EU country via the Internet (n=3,752),

% EU27 in 2012-201120 **Base: all respondents

Analysis of the results for individuals who have made online purchases from another EU country show that 19% report delivery delays, fewer than the 30% who have experienced delays when buying online from domestic suppliers. However, the 2012 result is an increase on the 13% of respondents who experienced delays in 2011 when they bought products online from another EU country.

6% of respondents say that having made a purchase from a provider in another EU country the item they bought was not delivered at all, fewer than the 8% of people who experienced this problem after buying something online from a domestic retailer. However, the 2012 result marks an increase from the 4% of people who had this problem in 2011.

Under a tenth of all respondents (7%) say that they had wanted to buy a product from a supplier in another EU country, but that the retailer concerned did not deliver or sell to their country.

20 From 2006 to 2011, purchases on the phone and via the post were included


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Younger respondents are more likely to report delivery delays in products bought online from a domestic supplier: 37% of 15-24 year-olds had this problem, though the figure falls to 21% among the 55-and-over age group. They are also more likely to experience delivery delays when ordering from another EU country: 27% of 15-24 year-olds say they had this problem, compared with just 12% of respondents in the oldest age bracket.

Respondents with less knowledge of consumer rights are more likely to report delivery delays when buying goods ordered domestically: 37% of people who gave no correct answers say they experienced delivery delays, but this falls to 28-29% among those who gave three or four correct answers.

Base: those who had made at least one online purchase from a seller or provider in their own country (n=11,942) and in another EU country (n= 3,752), % EU27


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Delays in domestic Internet deliveries

In 11 Member States at least a quarter of the respondents who had made an online purchase from a retailer/provider in their own country had experienced delivery delays. The highest instances of delivery delays occurred in France (41%), Poland (35%), the Netherlands (34%) and the UK (33%). However, in Malta only 8% of respondents experienced delays, as did 12% in both Luxembourg and Lithuania, and 15% in Hungary.




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Non-delivery of domestic Internet purchases

In three Member States, at least a tenth of respondents who had made a domestic purchase online report that the item they ordered was not delivered at all. These countries are the UK (11%), Slovakia (10%) and France (10%). In many other countries, the number of people who had this issue was negligible, notably in Malta (1%) and Portugal, Cyprus, Lithuania and Luxembourg (all 2%).




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Unavailability or non-delivery of goods cross-border

In five EU Member States at least a fifth of people who attempted to make an online purchase from another EU country found that the retailer did not deliver to their country. These five countries are Malta (38%), Luxembourg (35%), Ireland (33%), Cyprus (31%) and Austria (22%). Relatively few respondents encountered this problem in Hungary (3%), Germany (4%), the Czech Republic (4%), Poland (4%) and Latvia (5%).



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6. UNFAIR COMMERCIAL PRACTICES

6.1 Experience of misleading/deceptive and fraudulent advertisements

Respondents were next asked a series of questions regarding their experiences of various types of advertisements, statements or offers. These were designed to test whether respondents had encountered misleading or deceptive advertisements, and whether they subsequently made purchases based on those advertisements; and whether they had encountered fraudulent advertisements, and bought something on the basis of that information.

Misleading, deceptive or fraudulent advertisements or offers Q19. Have any of the following happened to you in the past 12 months?

Base: all respondents/*those who had come across a misleading/fraudulent advertisement (n= 11,225)/**those who had responded to an advertisement or offer that turned out to be fraudulent

(n= 8,248), % EU27


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Over four out of 10 respondents (44%) say that they have come across misleading or deceptive advertisements, statements or offers, while a majority (54%) say that they have not done so. This is down slightly on the 46% of people who experienced this problem in 2011, though up on the 42% who encountered false advertising in 2008. However, it remains below the 54% level recorded in 2009. Of those who have encountered misleading or deceptive advertising, nearly a quarter (23%) say that they bought something based on the claims made in the advert. This is an increase on the 18% of respondents who had done so in 2011. Three quarters of respondents (77%) did not make a purchase, despite coming across the misleading advert. Nearly a third of all respondents (32%) say that they have come across a fraudulent advertisement, statement or offer in 2012, while two-thirds (67%) have not done so. This is an increase on the 29% who had seen a fraudulent advert in 2011, and on the 27% who had done so in 2008. However, it remains below the 36% level recorded in 2009. Of those who encountered fraudulent advertising, one person in 10 (10%) say that they have bought something based on the advert’s content. This is a relatively large fall from the 18% of respondents who had made a purchase based on fraudulent advertising in 2011.


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Experience with misleading or deceptive advertisements

There are wide national variations in the numbers of respondents who report having encountered misleading or deceptive advertisements. An absolute majority of people have had this problem in 10 Member States, led by Slovakia (69%) the Czech Republic (65%), Cyprus (65%), Hungary (64%) and Bulgaria (60%). However, relatively few people have come across this type of false advertising in the UK (33%), Germany (35%), Sweden (37%), Italy (37%) and Luxembourg (37%).



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Experience with misleading or deceptive advertisements, statements or offers

Q19.1 Have any of the following happened to you in the past 12 months? You came across misleading or deceptive advertisements, statements or offers. Misleading or deceptive advertisements are those which contain false information or present factually correct information in a misleading manner about the goods or services on sale


While the proportion of respondents who have encountered misleading or deceptive advertising has decreased slightly at EU level since 2011 (from 46% to 44%), not all countries experienced similar decreases. In some cases, there are substantial rises in the number of people who have seen misleading advertisements, notably Cyprus (65%, +17 points), Hungary (64%, +17 points), Latvia (48%, +15 points) and Slovakia (69%, +12 points). The largest falls occurred in the UK (33%, -10 points), Germany (35%, -10 points), Spain (54%, -9 points), the Netherlands (47%, -9 points) and Finland (46%, -9 points).


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Buying something based on misleading or deceptive advertisements

Base: those who had come across a misleading/fraudulent advertisement (n= 11,225), % by country

In 10 Member States, at least a quarter of people who say they encountered false advertising made a purchase based on the false information. The UK has the highest proportion (42%) of people who made a purchase after seeing this type of advertisement, followed by Ireland (41%), Bulgaria (35%), Cyprus (31%) and Poland (30%). Outside the EU, this was also a relatively frequent occurrence in Croatia (33%).

At the other end of the scale, relatively few people who encounter a misleading advert go on to make a purchase in the Czech Republic (14%), Italy (15%), Denmark (15%), Estonia (16%), and Portugal (16%). Iceland (13%) has the lowest proportion of respondents who did this among all the countries surveyed, within and outside the EU.


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Buying something based on misleading or deceptive advertisements

Q19.2 Have any of the following happened to you in the past 12 months? You bought something based on an advertisement or offer that turned out to be misleading or deceptive

Base: those who had come across a misleading/fraudulent advertisement (n= 11,225), % of ‘Yes’ answers

by country

Instances of false advertising leading to an actual purchase rose sharply in some Member States between 2011 and 2012. The UK (42%, +26 points) and Ireland (41%, +19 points) experienced the biggest increases, followed by Cyprus (31%, +15 points) and Latvia (27%, +13 points). But there were also some relatively large falls in the number of people reporting this problem, as occurred in Sweden (23%, -10 points), Portugal (16%, -6 points) and Estonia (16%, -5 points).


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Encountering fraudulent advertisements


In all but five Member States at least a quarter of all respondents say that they have seen advertisements that were actively fraudulent. This experience is most common in the Czech Republic (48%), Slovakia (45%), Ireland (45%), Austria (45%) and Cyprus (43%). However, it is relatively unusual in Italy (17%), Estonia (19%), Latvia (21%), the UK (24%) and Belgium (24%).


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Encountering fraudulent advertisements, statements or offers

Q19.3 Have any of the following happened to you in the past 12 months? You came across fraudulent advertisements, statements or offers. Fraudulent advertisements actually attempt to obtain money without selling anything, for example a lottery scam


At EU level the proportion of respondents who have encountered fraudulent advertising rose by 3 percentage points between 2011 and 2012 (from 29% to 32%). However, some individual countries witnessed far larger increases, notably Ireland (45%, +16 points), France (40%, +14 points), the Czech Republic (48%, +10 points), and Luxembourg (32%, +10 points). The largest falls in the number of people reporting this problem happened in Estonia (19%, -5 points) and Finland (28%, -5 points).


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Buying something based on fraudulent advertisements

Base: those who responded to an advertisement or offer that turned out to be fraudulent (n= 8248)

In 13 Member States, at least a tenth of respondents say that they have made a purchase after seeing a fraudulent advertisement. This was most common in Bulgaria (26%), Cyprus (24%), Poland (20%), Hungary (19%), and Greece (18%). In the non-EU countries, a relatively high number of people in Croatia (25%) have also had this experience. However, very few people have been persuaded to buy something by a fraudulent advert in Denmark (3%), Italy (5%), France (6%), Estonia (6%) and Germany (6%). In Iceland, only 3% have had this experience.


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Buying something based on fraudulent advertisements

Q19.4 Have any of the following happened to you in the past 12 months? You bought something based on an advertisement or offer that turned out to be fraudulent

Base: those who had responded an advertisement or offer that turned out to be fraudulent (n= 8,248), % of ‘Yes’ answers by country

With an 8-point decline on this question at EU level, most Member States also witnessed falls in the number of people who have made a purchase on the basis of a fraudulent advert. Cyprus (24%, +8 points) and Greece (18%, +2 points) are the exceptions. In a number of other countries there were significant declines, as in Sweden (8%, -16 points), Italy (5%, -14 points), Ireland (9%, -13 points), France (6%, -12 points), and Romania (7%, -12 points).


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Men are more likely than women to say that they have encountered both misleading or deceptive advertising (48% vs. 40%) and fraudulent advertising (37% vs. 28%). However, women are more likely to make a purchase after seeing both misleading advertising (26% vs. 21%) and fraudulent advertising (12% vs. 9%);

Respondents in the 25-39 age group are the most likely to say that they have encountered both misleading advertising (51%) and fraudulent advertising (36%), while those who left school aged 15 or under are the least likely (32% and 22%);

People who have made at least one online purchase are more likely than those with no online purchasing to say that they have encountered both misleading advertising (49% vs. 38%) and fraudulent advertising (39% vs. 25%). Those who made a cross-border online purchase are also more likely to have seen both a misleading advert (55% vs. 42%) and a fraudulent advert (45% vs. 30%);

Respondents with knowledge of their consumer rights are more likely to say that they have seen a misleading advertisement: 51% of those who gave four correct answers on consumer rights say this, as opposed to 38% of people who gave no correct answers. The pattern is the same in the case of fraudulent advertising (37% vs. 24%).


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Base: all respondents, %EU27


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6.2 Sales channels most likely to convey misleading, deceptive or fraudulent advertisements or offers

All respondents were asked to identify the sales channels in which they are most likely to come across misleading, deceptive or fraudulent advertisements. Answers were not read to the respondents and multiple answers were permitted.

A majority (54%) of respondents say that they are most likely to come across this kind of advertising on the Internet – far more than the 18% of people who mention the phone, which is the next most common answer. 15% of respondents say that the post is the mostly likely source of false or fraudulent advertising, while 14% identify doorstep selling. 5% mention shops, while 22% of respondents cite ‘other’ sources. 16% of people say they ‘don’t know’.

Sales channels where consumers are most likely to come across misleading, deceptive or fraudulent advertisements or offers



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If the analysis is restricted to the responses of individuals with home internet access, even more respondents (61%) say that they are most likely to come across this kind of advertising on the Internet. The results are the same or similar for the phone (19%), the post (15%), doorstep selling (15%), shops (5%), and ‘other’ sources (22%).


Base: all respondents with home Internet access (n= 20,748), % EU27

Turning to all respondents, ‘The Internet’ is the most popular answer in all 27 Member States (though in Spain it is equal first with ‘others’). In the Netherlands, 75% of respondents identify the Internet as the most likely source of misleading advertisements, as do 65% in Slovenia and 62% in Finland. 67% of respondents in Norway also give this answer. However, relatively few people see the Internet as the likely source of this kind of material in Bulgaria (31%), Lithuania (39%) and Slovakia (40%). 36% of people in Croatia also give this answer.

The phone is a relatively common answer in Germany (34%), Slovenia (31%) and Poland (24%), though few people regard the phone as a source of misleading advertising in Denmark (7%), Luxembourg (9%), Spain (10%) and the UK (10%).

In Slovenia 36% of respondents consider the post to be the most likely source of misleading advertising, as do 28% in France and 22% in Luxembourg. But elsewhere very few people think of the post as the most likely source, as in Cyprus (4%), Greece (4%), Poland (5%), Denmark (6%) and Malta (6%).

A relatively high number of people think of doorstep selling23 as the most likely source of misleading advertising in Slovenia (35%), Poland (34%), and Estonia (31%), though the same cannot be said in Finland (2%), Spain (2%), and Denmark (3%).

23Across Member states, only Denmark and Luxembourg have general ban on doorstep selling. Belgium has a partial ban though prohibiting doorstep selling for products above 250 €.


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While only a small number of people in most Member States think that shops are the most likely source of false advertising, a relatively high number of people do mention shops in Cyprus (18%), Czech Republic (17%), and Lithuania (16%).

‘Other’ sources are cited most often in Spain (51%), Greece (37%), the Czech Republic (35%) and Portugal (35%).




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Men are more likely than women to see the Internet as the most likely source of misleading or fraudulent advertising, by a margin of 60% to 48%.

Young people are also more likely to mention the Internet in this context: while 66% of 15-39 year-olds see it as the most likely source of false advertising, only 36% of people aged 55 and over do so.

While 61% of people who left education aged 20 or over regard the Internet as the most likely source of misleading or fraudulent advertising, only 28% of those who left school aged 15 or under do so.

66% of respondents who have made at least one online purchase also mention the Internet, compared with 40% of those who have not made an online purchase.

While 57% of the people who gave four correct answers to the consumer rights questions think of the Internet as the most likely source of misleading advertising, only 43% of those who gave no correct answers agree.



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7. DISPUTE RESOLUTION

The next two chapters of the report addresses a number of issues related to consumer protection.

Respondents were asked whether it is easy to settle disputes with retailers/providers through an out-of-court body; and whether it is easy to settle disputes with retailers/providers through the courts.

Over four out of 10 respondents (44%) agree that it is easy to settle disputes with retailers/providers via out-of-court bodies; but only around 15% of those people strongly agree. 37% of respondents disagree (a fifth of them strongly), while 19% say they ‘don’t know’ how easy it is to settle disputes out of court.

Over a third of respondents (36%) agree that it is easy to settle disputes in court, though only around 15% of those people strongly agree. 43% disagree (a quarter of them strongly), while 21% say they ‘don’t know’ how easy it is to settle disputes in court.

Dispute resolution



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Looking at the evolution through successive surveys shows that fewer people now agree that it is easy to settle a dispute with a retailer/provider through an out-of-court body: agreement has declined by 8 points since 2011 (from 52% to 44%). However, it remains 2 points above the 42% who agreed in 2006.

Fewer respondents also now agree that it is easy to settle a dispute with a retailer/provider in court. Between 2011 and 2012 there was a 2 point drop in the number of people agreeing with this statement (from 38% to 36%). This is still 4 points above the 2006 level (32%).

Using alternative dispute resolution bodies



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In six Member States an absolute majority of respondents agree that it is easy to settle disputes with retailers/providers through an out-of-court body. The level of agreement is highest in Finland (70%), Ireland (56%), Romania (56%) and Luxembourg (55%). However, in Estonia only 24% of respondents think that it is easy to settle disputes with retailers/providers through an out-of-court body; agreement is also relatively low in Italy (29%), the Czech Republic (34%) and Slovenia (35%). In the non-EU countries, Croatia (32%) also registers a low level of agreement.

It is easy to settle disputes with retailers/providers through an out of court body (i.e. arbitration, mediation or conciliation body):

Q1.5 How strongly do you agree or disagree with each of the following statements? In (OUR COUNTRY) it is easy to settle disputes with retailers/providers through an out of court body (i.e. arbitration, mediation or conciliation body)


In most EU countries, there has been a fall since 2011 in the proportion of respondents who agree that it is easy to settle disputes with retailers/providers through an out-of-court body. However, substantial increases were registered in Slovakia (42%, +11 points), Finland (70%, +8 points), and Bulgaria (36%, +6 points).


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In most other countries, agreement fell significantly, notably in the UK (50%, -14 points), France (47%, -14 points), Italy (29%, -13 points), Luxembourg (55%, -12 points), and Germany (45%, -12 points).

Since 2006, there has been an increase in 15 EU countries in the number of people who agree that it is easy to settle disputes with retailers/providers through an out-of-court body. The level of agreement declined in 10 Member States. The largest positive evolutions since 2006 have occurred in, Latvia (47%, +25 points), Slovakia (42%, +25 points) and Spain (40%, +23 points), The most substantial falls have been recorded in Sweden (39%, -13 points), Cyprus (50%, -11 points), Italy (29%, -10 points), and Germany (45%, -8 points).

Resolving disputes through the courts



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Luxembourg (50%) is the only Member State where a majority of respondents agree that it is easy to settle disputes with retailers/providers in court. The level of agreement is also relatively high in Ireland (47%), Romania (47%) and the UK (46%). In Estonia (13%) agreement is very low on this question; it is also relatively low in Italy (24%), Slovenia (26%), and, outside the EU, in Croatia (26%).

It is easy to settle disputes with retailers/ providers through the courts:

Q1.6 How strongly do you agree or disagree with each of the following statements? In (OUR COUNTRY) it is easy to settle disputes with retailers/ providers through the courts


There is no clear pattern to the country-level changes that have occurred since 2011 on this question, where both increases and decreases have occurred. The most substantial rises in the number of people who think it is easy to settle a dispute in court were recorded in Slovenia (26%, +16 points), Cyprus (42%, +10 points), Hungary (29%, +7 points) and Malta (29%, +7 points). The biggest declines were registered in Austria (38%, -9 points), France (44%, -8 points) and Germany (38%, -8 points).

Since 2006, 19 EU countries have seen a rise in the number of people who agree that it is easy to settle disputes with retailers/providers in court.


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Agreement has declined in six Member States. The largest positive evolution since 2006 occurred in Luxembourg (50%, +23 points).

The largest declines were observed in Greece (40%, - 11 points), Sweden (29%, -7 points), Italy (24%, -7 points) and Estonia (13%, -6 points)


The socio-demographic variations show similar patterns as for the previous consumer protections indicators:

People aged 15-24 are more likely to think it is easy to settle disputes being it through an out of court body (54%) or through the courts (47%) than respondents aged 55 and over (41% and 31% respectively).

Those who fell adequately protected by existing measures to protect consumers are also more inclined to think it is easy to settle disputes than those who don’t feel protected. 53% of those feeling protected think it is easy to settle disputes with retailers and providers through an out of court body compared with 34% among those not feeling adequately protected.


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8. THE ROLE OF THE MEDIA Respondents were then asked about the possible impact of media stories on their consumer behaviour.

Just under half of all respondents (48%) say that they have changed their consumer behaviour as a result of a media story, and nearly a third of the people who say this strongly agree. But half (50%) of the respondents disagree, around 40% of them strongly.

The results show a jump in the number of people who agree that they have altered their consumer behaviour as the result of a media story, with an increase of 7 points since 2011 (from 41% to 48%). Agreement with this question has risen every year since 2009, when it was first asked; it has now increased by 9 points (up from 39%).

The role of the media



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Impact of media stories on consumer behaviour


In 11 EU countries an absolute majority of respondents agree that they have changed their consumer behaviour as the result of a media story. Agreement is highest in Sweden (61%), Greece (57%), Cyprus (56%), and Spain (55%). Estonia (32%) registers the lowest level of agreement, though relatively few people also agree in Slovenia (36%), Malta (40%), and Hungary (41%).


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You have changed your consumer behaviour as a result of a media story (e.g. changed shop or product):

Q1.7 How strongly do you agree or disagree with each of the following statements? In (OUR COUNTRY) you have changed your consumer behaviour as a result of a media story (e.g. changed shop or product)


The number of respondents who agree that they have changed their consumer behaviour as the result of a media story has increased since 2011 in all but three EU countries: Belgium (49%, -10 points), Finland (43%, -2 points) and Slovenia (36%, no change). Elsewhere some substantial increases were recorded, above all in Sweden (61%, +20 points), Denmark (54%, +18 points), the UK (54%, +16 points), Luxembourg (51%, +13 points), the Czech Republic (48%, +13 points), and Slovakia (55%, +12 points).

Since 2009, when this question was first asked, there has been an increase in all but two EU countries in terms of the number of people who say that they have changed their consumer behaviour as the result of a media story. The largest positive evolutions have occurred in Sweden (61%, +25 points), Bulgaria (54%, +25 points), Spain (55%, +20 points), Luxembourg (51%, +24 points), Slovakia (55%, +19 points) and Latvia (49%, +19 points). The two countries where the level of agreement has declined are Italy (44%, -11 points) and Estonia (32%, -3 points).


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People influenced by the environmental impact of products and services are more likely to say that they changed their consumer behaviour as the result of a media story (56%) than those who don’t consider the environmental impact in their purchasing decisions (43%).

Respondents with extensive knowledge of consumer rights are more likely to report they changed their consumer behaviour as a result of a media story: 51% say this compared with 41% among those who gave no correct answers.


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9. PERCEPTIONS OF PRODUCT SAFETY

The next chapter looks at the confidence of EU consumers in product safety, in terms of both food and non-food items.

All respondents were asked two questions about their impressions of product safety, the first pertaining to non-food items, and the second to food items.

The mainstream European view is that a small number of products are unsafe, in the case of both non-food products (55%) and food products (56%). However, while 17% of respondents think that essentially all food products are safe, only 12% say the same of non-food products.

Over a quarter of respondents (27%) say that a significant number of non-food products are unsafe, while just under a quarter (24%) think that a significant number of food products are unsafe.

Perceived safety of products currently on market



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9.1 Perceptions of the safety of non-food products

Perceived safety of non-food products currently on the market



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The number of respondents who think that a significant number of non-food products are unsafe (27%) has increased by 2 points since 2011, and by 9 points since 2008. The proportion who think that essentially all non-food products are safe has remained unchanged at 12% since 2011; this is 5 points lower than the 17% of people who gave this answer in 2008. The steady increase in the number of people saying that a small number of non-food products are unsafe recorded in the previous waves of the survey has now ceased. Between 2008 and 2011 the number of people giving this answer rose sequentially from 48% to 56%; but in 2012 it dropped back slightly to 55%.

Safety of non-food products



114

Greece (50%) has the highest number of respondents who feel that a significant number of non-food products are unsafe, followed by Romania (48%), Cyprus (36%) and Italy (35%). Relatively few people think that a significant number of non-food products are unsafe in Finland (7%), the UK (8%), Estonia (9%) and the Netherlands (9%).

Ireland (26%), Luxembourg (25%), and the UK (24%) have the most people among the EU countries who think that essentially all non-food products are safe. Norway (27%) has the highest proportion of respondents overall, within and outside the EU, who regard all non-food products as essentially safe. However, in Greece only 4% of people share this view, as do relatively few respondents in Latvia (5%), and Romania (6%).

An absolute majority of people in all but five EU countries think that a small number of non-food products are unsafe. This view is most common in Finland (70%), the Czech Republic (68%), and the Netherlands (67%). However, only 40% of people in Greece agree, as do 42% in Romania and 47% in Estonia.

A significant number of non-food products are unsafe: evolution



115

Most countries have experienced increases since 2011 in terms of the number of people who say that a significant number of non-food products are unsafe. In some cases these evolutions are quite pronounced, as in Cyprus (36%, +16 points), Germany (31%, +7 points) and Austria (20%, +7 points). The largest falls are seen in Portugal (29%, -6 points) and Spain (30%, -4 points).

Since 2008, only three EU countries – Slovakia, Denmark and Estonia – have experienced declines in terms of the number of people who say that a significant number of non-food products are unsafe, and those decreases were all negligible. However, there were a number of relatively large increases, notably in Spain (30%, +21 points), Germany (31%, +15 points), and Sweden (29%, +14 points).


116

Essentially all non-food products are safe: evolution


Since 2011, several countries have witnessed relatively minor increases in the number of people who feel that essentially all non-food products are safe, with the largest rises occurring in Belgium (21%, +4 points), and Portugal (16%, +4 points). Denmark (18%, -4 points) is the only country where the number of people giving this answer fell by more than a couple of percentage points.

Most EU countries have registered relatively minor changes on this question since 2008. Cyprus (9%, +7 points), Hungary (14%, +5 points) and the Netherlands (20%, +5 points) are the countries that recorded an increase of more than a couple of percentage points. However, relatively large declines were seen is several countries, notably Spain (13%, -14 points), Germany (9%, -10 points), and Malta (14%, -9 points).


117

A small number of non-food products are unsafe: evolution


Most countries have witnessed only minor changes since 2011 in terms of the number of people who say that a small number of non-food products are unsafe. Only Slovenia (56%, +6 points), Luxembourg (55%, +6 points), Lithuania (53%, +5 points) and Bulgaria (61%, +5 points) registered increases of more than a few percentage points. The most sizeable falls occurred in Sweden (52%, -9 points), Ireland (58%, -6 points), the UK (61%, -6 points), and Greece (40%, -5 points).

Since 2008, most EU countries have registered increases in terms of the number of people who say that a small number of non-food products are unsafe. Substantial increases in the number of people who think this have taken place in the Netherlands (67%, +25 points), Bulgaria (61%, +19 points), Austria (63%, +17 points) and Germany (56%, +15 points). However, eight Member States recorded declines, with the largest falls occurring in Greece (40%, -12 points), Cyprus (49%, -11 points), and Sweden (52%, -10 points).


118

9.2 Perceptions of the safety of food products

Perceptions of the safety of food products


In Romania, 56% of respondents believe that a significant number of food products are unsafe, as do 47% of those in Lithuania, 46% in Greece, and 38% in Bulgaria. However, relatively few people feel that a significant number of food products are unsafe in Finland (3%), the UK (9%), Malta (11%), Ireland (10%) and the Netherlands (13%).

Finland (39%) has the highest proportion of respondents who think that essentially all food products are safe, followed by Ireland (33%), and the UK (31%). Norway (38%) also has a high proportion of respondents who take this view. However, in both Bulgaria and Romania, only 4% of people think that essentially all food products are safe, as do 6% in Greece, the Czech Republic and Lithuania.


119

An absolute majority of people in all but five Member States believe that only a small number of food products are unsafe. This opinion is most widely held in Sweden (65%) and in the Czech Republic, Hungary and Austria (all 61%). However, only 38% of people in Romania think this, as do 44% in Lithuania and 45% in Greece.

A significant number of food products are unsafe: evolution


Several countries have experienced notable increases between 2011 and 2012 in the number of people who think that a significant number of food products are unsafe and notably in the Czech Republic (31%, +9 points), Cyprus (30%, +9 points), and Slovakia (31%, +8 points). The only sizeable decrease occurred in Lithuania (47%, -6 points).

Since 2010, only five Member States have experienced declines in terms of the number of people saying that a significant number of food products are unsafe. Several countries witnessed reasonably large increases, however, as seen in the Czech Republic (31%, +19 points), Slovakia (31%, +17 points), Poland (30%, +9 points), Portugal (18%, +8), Austria (18%, +7 points), Luxembourg (15%, +7 points) and Romania (56%, +6 points). The falls were all modest, with the exception of that seen in Bulgaria (38%, -8 points).


120

Essentially all food products are safe: evolution


Since 2011, most countries have recorded minor decreases in the number of people who feel that essentially all food products are safe. The only substantial increase occurred in Estonia (26%, +5 points), while Cyprus (11%, -5 points), Slovakia (7%, -4 points), Finland (39%, -4 points) and Austria (18%, -4 points) saw the biggest falls.

In 17 EU countries the number of respondents who say that essentially all food products are safe has decreased since 2010, most strikingly in Slovakia (7%, -17 points), the Czech Republic (6%, -15 points), Austria (18%, -8 points) and Portugal (26%, -8 points).


121

A small number of food products are unsafe: evolution


In most countries, the number of people who think that a small number of food products are unsafe has changed relatively little between 2011 and 2012. There are some increases, however, notably in Hungary (61%, +9 points), Luxembourg (56%, +11 points), Lithuania (44%, +8 points), Italy (58%, +6 points), Bulgaria (55%, +5 points), Portugal (54%, +5 points) and Latvia (59%, +5 points). The Czech Republic (61%, -6 points) has experienced the only substantial fall.

The number of people who believe that a small number of food products are unsafe has declined in only five EU countries since 2010, and those decreases are all negligible. However, there have been some substantial increases, notably in Belgium (58%, +19 points), Bulgaria (55%, +19 points), Lithuania (44%, +11 points) and Portugal (54%, +11 points).


122


On the socio-demographic variations it is possible to make some observations:

Men are somewhat more likely than women, by a margin of 19% to 15%, to think that essentially all food products are safe. Women are more likely than men to feel that a significant number of food products are unsafe (28% vs. 22%).

Younger respondents are the most likely to think that essentially all food products are safe: 21% of 15-24 years-olds say this, compared with only 15% of people aged 55 and over. Older respondents are the most likely to say that a significant number of food products are unsafe (26% vs. 20% of 15-24 year-olds).



123

10. ENVIRONMENTAL IMPACT AND PURCHASING DECISIONS

The next chapter addresses the issue of whether purchasing decisions are influenced by the environmental impact of a product or service.

Does a product’s environmental impact influence consumers’ purchasing decisions?


All respondents were asked to consider everything they had bought during the previous two weeks, and to say whether the environmental impact of those items had influenced their choices. Four out of 10 people (41%) say that the environmental impact of a product or service did indeed influence their purchasing decisions – a substantial increase on the 29% of people who have this answer in 201124. A majority (57%) say that the environmental impact had no influence on their decision, down from 69% in 2011.

24 Please note that in 2011 the question was slightly different: "Q18 Considering everything you bought last week, did the environmental impact of any product or service influence your choice?" In this year question, the time frame refers to the "last 2 weeks".


124

Does a product’s environmental impact influence consumers’ purchasing decisions: evolution

Q4. Considering everything you bought during the last two weeks, did the environmental impact of

any goods or services influence your choice?


In two Member States an absolute majority of respondents say that the environmental impact of goods and services influenced their purchasing decisions: Greece (55%) and Sweden (53%). Just under half also say they were influenced by environmental considerations in Luxembourg and Austria (49%). But elsewhere in the EU, the environment had much lower impact on people’s purchasing patterns, notably in Estonia (25%), Lithuania (28%), Spain (33%) and the UK (34%).

Nonetheless, it is worth noting that every individual country has seen an increase in the number of respondents who state to be influenced by environmental considerations for their purchasing decisions. The most substantial changes occurred in Portugal (44%, +20 percentage points), the Czech Republic (40%, +17), Slovakia (40%, +17), Bulgaria (35%, +16), Malta (46%,+16) and Poland (44%, +16). However, the increase in environmentally-conscious purchases may be (at least partly) due to the longer time frame in 2012 (2 weeks rather than 1 week).


125

Does a product’s environmental impact influence consumers’ purchasing decisions: evolution



126


Women are more likely than men to say the environmental impact of goods and services influenced their purchasing decisions, by a margin of 44% to 38%;

Respondents in the 25-39 and 40-54 age range (45% and 44% respectively) are more likely to consider environmental impact than younger (34%) or older (38%) people;

While 48% of people who left education "aged 20 or over" are influenced by the environmental impact of what they buy, only 30% of those who left school "aged 15 or under" are influenced by these factors;

People with extensive knowledge of consumer rights are also more likely to say that the possible environmental impact influenced their purchasing decisions: 45% of those who gave four correct answers to the consumer rights questions say they have been influenced by environmental considerations, compared with 34% of those who gave no correct answers.



127

Sources of information on the environmental impact of the goods or services

Base: respondents who say that the environmental impact of any goods or services influenced their choices (n=10,392), % EU27

Respondents who said that the environmental impact of the goods or services influenced their choices were then asked to say where they had obtained the information about the impact they might have.25

A majority (60%) say that they got the information through an environmental label attached to the product, while over a third (36%) say that they obtained the information through advertisements or offers. A fifth (21%) spontaneously cited other sources.




128

Sources of information on the environmental impact of the goods or services

Q5.1 Where did you get the information on the environmental impact of the goods or services you bought?

Base: respondents who say that the environmental impact of any goods or services influenced their choices (n=10,392), % by country

In all but six EU countries an absolute majority of respondents say that they got the information through an environmental label. More people give this answer than ‘through advertisements or offers’ in all but four Member States. The highest proportion of people who got their information through environmental labels are found in Sweden (77%), Denmark (71%), Poland (67%) and the UK (66%). However, relatively few people obtained their information this way in Slovenia (39%), Cyprus (43%), Greece (47%) and Luxembourg (48%).

In just four EU countries an absolute majority of respondents say that they obtained their information through advertisements or offers – Slovenia (62%), Luxembourg (53%), Latvia (52%) and Malta (51%) – but this was a relatively uncommon information source in Sweden (15%), Estonia (20%), Denmark (26%) and Poland (28%).

However, other sources of information are spontaneously mentioned by at least a third of respondents in Estonia (40%), the Netherlands (37%) as well as in Greece (33%)


129


Women are slightly more likely than men, by a margin of 62% to 57%, to say that they got their information through an environmental label.

Individuals who left education "aged 20 or over" are more likely to say that they obtained information from product labels than those who finished school before the age of 16 (62% vs. 49%). However, respondents with a low level of education are more likely than the most educated to be informed by advertisements or offers (49% vs. 30%).

Base: respondents who say that the environmental impact of any goods or services influenced their choices

(n=10,392), % EU27


130

Reasons for not being influenced by the environmental impact of goods or services

Base: respondents who say that the environmental impact of any goods or services did not influence their choices (n=14,532), % EU27

Next, respondents who said that the environmental impact of the goods or services they bought did not influence their choices were asked to say more about why they did not take environmental considerations into account.26

The most common explanation, given by 38% of respondents, is that they had not come across any information about the environmental impact of the goods or services. Meanwhile, a third (33%) say that environmentally-friendly goods and services are too expensive. One person in four (25%) says that they do not trust environmental claims, while 14% say that they are not interested in the environmental impact of goods and services. 6% spontaneously give ‘other’ reasons, while a further 6% say spontaneously that there was no reason for their decision.




131

Reasons for not being influenced by the environmental impact of goods or services

Q5.2 Could you say why the environmental impact of the goods or services you bought did not influence your choice?


Not having come across any information about the environmental impact of goods or services is the most common answer given in 16 EU countries. It is especially widespread in Spain (51%), the UK (49%), Ireland (47%) and the Czech Republic (46%). However, relatively few people give this reason in Estonia (18%), Hungary (24%), Sweden (25%) and Denmark (25%).

In 10 countries respondents are more likely to say that environmentally-friendly goods and services are too expensive than that they simply did not come across any information. An absolute majority of people in the UK (51%) think so; followed by Greece and Latvia (both 42%), and France and Romania (both 40%). However, cost is mentioned by considerably fewer people in Finland (19%), Lithuania (20%) and Cyprus (21%), and, in the non-EU countries, by just 12% of people in Norway and 14% in Iceland.


132


Women are more likely than men, by a margin of 38% to 28%, to say that they find environmentally friendly goods or services too expensive. Men tend more to say that they do not trust environmental claims than women (27% vs. 22%).

The younger the respondents are the more likely to say that did not come across any information about the environmental impact of goods or services. Indeed, nearly half of the respondents aged 15-24 answered that (47%) whereas they were only 31% of those aged 55 or more. Younger respondents are less likely to answer that they do not trust environmental claims than older respondents. The first reason mentioned by older respondents (aged 55 or more) is that they find environmentally-friendly products too expensive (33%).

Individuals who left education aged 20 or over are more likely to say that they did not come across any information about the environmental impact of goods or services than those who stopped education before the age of 16 (40% vs. 32%). Respondents who stopped education before the age of 16 tend more to mention that environmentally-friendly goods or services than those who left education aged 20 or over (38% vs. 28%). This is the first reason mentioned by this group of respondents.


133

You did not come across any

information about the environmental impact of goods

or services

You find environmentally-friendly goods or services are too

expensive

You do not trust environmental

claims

You are not interested in the environmental

impact of goods or services

EU27 38% 33% 25% 14%

Male 39% 28% 27% 15%

Female 38% 38% 22% 13%

15-24 47% 33% 17% 18%

25-39 42% 32% 20% 11%

40-54 39% 33% 26% 13%

55 + 31% 33% 29% 14%

15- 32% 38% 27% 17%

16-19 36% 35% 25% 14%

20+ 40% 28% 24% 11%

Still studying 50% 34% 19% 17%

Sex

Age

Education (End of)

Q5.2 Could you say why the environmental impact of the goods or services you bought did not influence your choice? (MULTIPLE ANSWERS POSSIBLE)


ANNEXES

TECHNICAL SPECIFICATIONS


TS1

FLASH EUROBAROMETER 358 “Consumer attitudes towards cross-border trade and consumer protection”

TECHNICAL SPECIFICATIONS Between the 12 and the 17 of September 2012, TNS Political & Social, a consortium created between TNS political & social, TNS UK and TNS opinion, carried out the survey FLASH EUROBAROMETER 358 about “Consumer 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 general public survey co-ordinated by the Directorate-General for Communication (“Research and Speechwriting” Unit). The FLASH EUROBAROMETER 358 covers the population of the respective nationalities of the European Union Member States, resident in each of the 27 Member States and aged 15 years and over. The FLASH EUROBAROMETER 358 survey has also been conducted in Croatia, Iceland, and Norway. In these countries, the survey covers the national population of citizens and the population of citizens of all the European Union Member States that are residents in these countries and have a sufficient command of the national languages to answer the questionnaire. All interviews were carried using the TNS e-Call center (our centralized CATI system). In every country respondents were called both on fixed lines and mobile phones. The basic sample design applied in all states is multi-stage random (probability). In each household, the respondent was drawn at random following the "last birthday rule". TNS has developed its own RDD sample generation capabilities based on using contact telephone numbers from responders to random probability or random location face to face surveys, such as Eurobarometer, as seed numbers. The approach works because the seed number identifies a working block of telephone numbers and reduces the volume of numbers generated that will be ineffective. The seed numbers are stratified by NUTS2 region and urbanisation to approximate a geographically representative sample. From each seed number the required sample of numbers are generated by randomly replacing the last two digits. The sample is then screened against business databases in order to exclude as many of these numbers as possible before going into field. This approach is consistent across all countries.


TS2

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:

various sample sizes are in rows various observed results are in columns

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

95% 90% 85% 80% 75% 70% 65% 60% 55% 50%

N=50 6,0 8,3 9,9 11,1 12,0 12,7 13,2 13,6 13,8 13,9 N=50

N=500 1,9 2,6 3,1 3,5 3,8 4,0 4,2 4,3 4,4 4,4 N=500

N=1000 1,4 1,9 2,2 2,5 2,7 2,8 3,0 3,0 3,1 3,1 N=1000

N=1500 1,1 1,5 1,8 2,0 2,2 2,3 2,4 2,5 2,5 2,5 N=1500

N=2000 1,0 1,3 1,6 1,8 1,9 2,0 2,1 2,1 2,2 2,2 N=2000

N=3000 0,8 1,1 1,3 1,4 1,5 1,6 1,7 1,8 1,8 1,8 N=3000

N=4000 0,7 0,9 1,1 1,2 1,3 1,4 1,5 1,5 1,5 1,5 N=4000

N=5000 0,6 0,8 1,0 1,1 1,2 1,3 1,3 1,4 1,4 1,4 N=5000

N=6000 0,6 0,8 0,9 1,0 1,1 1,2 1,2 1,2 1,3 1,3 N=6000

N=7000 0,5 0,7 0,8 0,9 1,0 1,1 1,1 1,1 1,2 1,2 N=7000

N=7500 0,5 0,7 0,8 0,9 1,0 1,0 1,1 1,1 1,1 1,1 N=7500

N=8000 0,5 0,7 0,8 0,9 0,9 1,0 1,0 1,1 1,1 1,1 N=8000

N=9000 0,5 0,6 0,7 0,8 0,9 0,9 1,0 1,0 1,0 1,0 N=9000

N=10000 0,4 0,6 0,7 0,8 0,8 0,9 0,9 1,0 1,0 1,0 N=10000

N=11000 0,4 0,6 0,7 0,7 0,8 0,9 0,9 0,9 0,9 0,9 N=11000

N=12000 0,4 0,5 0,6 0,7 0,8 0,8 0,9 0,9 0,9 0,9 N=12000

N=13000 0,4 0,5 0,6 0,7 0,7 0,8 0,8 0,8 0,9 0,9 N=13000

N=14000 0,4 0,5 0,6 0,7 0,7 0,8 0,8 0,8 0,8 0,8 N=14000

N=15000 0,3 0,5 0,6 0,6 0,7 0,7 0,8 0,8 0,8 0,8 N=15000

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

95% 90% 85% 80% 75% 70% 65% 60% 55% 50%

Statistical Margins due to the sampling process

(at the 95% level of confidence)


TS3

ABBR. COUNTRIES INSTITUTES N° INTERVIEWS

FIELDWORK DATES

POPULATION 15+

BE Belgium TNS Dimarso 1.002 12/09/2012 15/09/2012 8.939.546 BG Bulgaria TNS BBSS 1.002 12/09/2012 15/09/2012 6.537.510 CZ Czech Rep. TNS Aisa s.r.o 1.000 12/09/2012 15/09/2012 9.012.443 DK Denmark TNS Gallup A/S 1.003 12/09/2012 15/09/2012 4.561.264 DE Germany TNS Infratest 1.000 12/09/2012 15/09/2012 64.409.146 EE Estonia TNS Emor 1.000 12/09/2012 15/09/2012 945.733 EL Greece TNS ICAP 1.000 12/09/2012 15/09/2012 8.693.566 ES Spain TNS Demoscopia S.A 1.000 12/09/2012 15/09/2012 39.035.867 FR France TNS Sofres 1.003 12/09/2012 17/09/2012 47.756.439 IE Ireland IMS Millward Brown 1.000 12/09/2012 17/09/2012 3.522.000 IT Italy TNS Infratest 1.006 12/09/2012 15/09/2012 51.862.391 CY Rep. of Cyprus CYMAR 504 12/09/2012 15/09/2012 660.400 LV Latvia TNS Latvia 1.000 12/09/2012 15/09/2012 1.447.866 LT Lithuania TNS LT 1.002 12/09/2012 15/09/2012 2.829.740 LU Luxembourg TNS Dimarso 500 12/09/2012 15/09/2012 404.907 HU Hungary TNS Hoffmann Kft 1.002 12/09/2012 15/09/2012 8.320.614

MT Malta MISCO International Ltd

500 12/09/2012 15/09/2012 335.476

NL Netherlands TNS NIPO 1.006 12/09/2012 15/09/2012 13.371.980 AT Austria TNS Austria 1.002 12/09/2012 15/09/2012 7.009.827 PL Poland TNS OBOP 1.000 12/09/2012 15/09/2012 32.413.735 PT Portugal TNS EUROTESTE 999 12/09/2012 15/09/2012 8.080.915 RO Romania TNS CSOP 1.004 12/09/2012 17/09/2012 18.246.731 SI Slovenia RM PLUS 1.000 12/09/2012 15/09/2012 1.759.701 SK Slovakia TNS AISA Slovakia 1.000 12/09/2012 15/09/2012 4.549.955 FI Finland TNS Gallup Oy 1.007 12/09/2012 15/09/2012 4.440.004 SE Sweden TNS SIFO 1.000 12/09/2012 15/09/2012 7.791.240 UK United Kingdom TNS UK 1.001 12/09/2012 15/09/2012 51.848.010

TOTAL EU27

25.543 12/09/2012 17/09/2012 408.787.006

HR Croatia HENDAL 1.002 12/09/2012 15/09/2012 3.749.400 IS Iceland Capacent 501 12/09/2012 15/09/2012 252.277 NO Norway TNS Gallup 1.000 12/09/2012 15/09/2012 3.886.395

TOTAL 28.046 12/09/2012 17/09/2012 416.675.078

QUESTIONNAIRE


Q1


Q2


Q3


Q4


Q5


Q6


Q7


Q8


Q9


Q10


Q11


Q12


Q13


Q14


Q15

TABLES


% (Total N)Flash EB358

Diff.Flash EB332

Flash EB358

Diff.Flash EB332

Flash EB358

Diff.Flash EB332

Flash EB358

Diff.Flash EB332

Flash EB358

Diff.Flash EB332

Flash EB358

Diff.Flash EB332

Flash EB358

Diff.Flash EB332

EU 27 25543 11 -10 63 12 17 1 5 -2 4 -1 74 2 22 -1

BE 1002 10 -7 70 10 12 -3 4 -1 4 1 80 3 16 -4

BG 1002 7 -3 47 13 29 -4 10 -5 7 -1 54 10 39 -9

CZ 1000 11 -5 58 6 22 2 5 -1 4 -2 69 1 27 1

DK 1003 12 -26 68 23 13 3 1 -1 6 1 80 -3 14 2

DE 1000 19 -17 57 12 18 7 4 -1 2 -1 76 -5 22 6

EE 1000 15 -5 47 6 13 -2 5 -2 20 3 62 1 18 -4

IE 1000 14 -15 72 23 9 -3 3 -3 2 -2 86 8 12 -6

EL 1000 9 -7 48 9 24 3 14 -5 5 0 57 2 38 -2

ES 1000 7 -8 68 16 17 -3 5 -3 3 -2 75 8 22 -6

FR 1003 22 -10 65 12 7 -2 3 -1 3 1 87 2 10 -3

IT 1006 8 -8 60 8 22 5 6 -2 4 -3 68 0 28 3

CY 504 15 -3 44 13 22 -4 13 -2 6 -4 59 10 35 -6

LV 1000 6 -15 62 12 18 1 5 -1 9 3 68 -3 23 0

LT 1002 5 -6 54 9 23 0 7 -1 11 -2 59 3 30 -1

LU 500 11 -13 74 20 10 -3 2 -2 3 -2 85 7 12 -5

HU 1002 4 -12 68 18 18 -1 6 -1 4 -4 72 6 24 -2

MT 500 20 -6 58 16 11 -4 3 -4 8 -2 78 10 14 -8

NL 1006 8 -4 82 11 9 -2 0 -2 1 -3 90 7 9 -4

AT 1002 23 -10 61 13 11 -1 2 -2 3 0 84 3 13 -3

PL 1000 5 -5 59 3 24 3 7 1 5 -2 64 -2 31 4

PT 999 9 -7 69 16 17 -1 3 -4 2 -4 78 9 20 -5

RO 1004 3 -6 52 11 31 3 11 -7 3 -1 55 5 42 -4

SI 1000 7 -5 51 15 32 3 8 -8 2 -5 58 10 40 -5

SK 1000 5 -2 57 11 27 -2 6 -3 5 -4 62 9 33 -5

FI 1007 7 -10 70 11 16 -1 2 -2 5 2 77 1 18 -3

SE 1000 12 -9 68 20 15 -4 2 -4 3 -3 80 11 17 -8

UK 1001 12 -11 75 17 7 -3 2 -1 4 -2 87 6 9 -4

HR 1002 8 50 25 13 4 58 38

NO 1000 10 -14 66 15 16 2 4 -2 4 -1 76 1 20 0

IS 501 5 -11 52 6 24 4 5 -5 14 6 57 -5 29 -1

Total 'Disagree'

Gesamt 'Stimme nicht

zu'

DK/NA

WN/KA

Total 'D'accord'

Total 'Agree'

Gesamt 'Stimme zu'

Disagree

Stimme eher nicht zu

Pas du tout d’accord

Strongly disagree

Stimme überhaupt nicht zu

Strongly agree

Stimme voll und ganz zu

D’accord

Agree

Stimme eher zu

Tout à fait d’accord Pas d’accord NSP/NR Total 'Pas

d'accord'

Q1.1 Inwieweit stimmen Sie jeder der folgenden Aussagen zu oder nicht zu? In (UNSER LAND)…

...vertrauen Sie unabhängigen Verbraucherorganisationen, Ihre Rechte als Verbraucher zu schützen

Q1.1 Dans quelle mesure êtes-vous d’accord ou pas d’accord avec chacune des propositions suivantes? En (NOTRE PAYS)…

…vous avez confiance dans les organisations de consommateurs indépendantes pour protéger vos droits en tant que consommateur

Q1.1 How strongly do you agree or disagree with each of the following statements. In (OUR COUNTRY)…

…you trust independent consumer organisations to protect your rights as a consumer

T1



Diff.Flash EB332

Flash EB358

Diff.Flash EB332

Flash EB358

Diff.Flash EB332

Flash EB358

Diff.Flash EB332

Flash EB358

Diff.Flash EB332

Flash EB358

Diff.Flash EB332

Flash EB358

Diff.Flash EB332

EU 27 25543 10 -5 49 2 29 5 10 -1 2 -1 59 -3 39 4

BE 1002 8 -6 57 2 26 6 8 -1 1 -1 65 -4 34 5

BG 1002 11 -3 45 5 28 0 13 -1 3 -1 56 2 41 -1

CZ 1000 5 -2 35 -1 40 2 19 2 1 -1 40 -3 59 4

DK 1003 15 -17 62 16 18 2 3 0 2 -1 77 -1 21 2

DE 1000 17 -6 42 0 30 4 10 4 1 -2 59 -6 40 8

EE 1000 14 -4 42 0 20 5 9 1 15 -2 56 -4 29 6

IE 1000 11 -9 59 10 20 2 8 -4 2 1 70 1 28 -2

EL 1000 8 -8 33 1 34 8 24 0 1 -1 41 -7 58 8

ES 1000 3 -8 48 4 36 8 13 -2 0 -2 51 -4 49 6

FR 1003 12 -6 47 -1 27 5 13 2 1 0 59 -7 40 7

IT 1006 5 -4 43 0 37 7 13 0 2 -3 48 -4 50 7

CY 504 13 -9 41 3 24 2 17 5 5 -1 54 -6 41 7

LV 1000 8 -9 54 7 29 6 7 -1 2 -3 62 -2 36 5

LT 1002 3 -4 36 4 40 4 17 -2 4 -2 39 0 57 2

LU 500 11 -11 72 14 13 1 3 -1 1 -3 83 3 16 0

HU 1002 5 -10 65 15 21 2 5 -2 4 -5 70 5 26 0

MT 500 16 -9 55 10 17 4 7 -2 5 -3 71 1 24 2

NL 1006 10 2 70 8 17 -6 2 -3 1 -1 80 10 19 -9

AT 1002 20 -7 55 5 19 4 5 0 1 -2 75 -2 24 4

PL 1000 3 -4 43 -3 37 8 15 3 2 -4 46 -7 52 11

PT 999 6 -4 52 6 30 3 10 -3 2 -2 58 2 40 0

RO 1004 3 -6 47 5 35 8 14 -6 1 -1 50 -1 49 2

SI 1000 4 -2 30 3 46 11 19 -6 1 -6 34 1 65 5

SK 1000 5 -3 46 -1 39 9 9 -1 1 -4 51 -4 48 8

FI 1007 14 -5 69 11 14 -3 2 -2 1 -1 83 6 16 -5

SE 1000 18 -5 59 9 19 1 3 -2 1 -3 77 4 22 -1

UK 1001 14 -8 64 7 16 5 3 -4 3 0 78 -1 19 1

HR 1002 4 28 42 24 2 32 66

NO 1000 13 -13 60 9 21 6 5 1 1 -3 73 -4 26 7

IS 501 2 -4 29 -1 43 15 20 -10 6 0 31 -5 63 5

Total 'Disagree'


zu'

DK/NA

WN/KA

Total 'D'accord'

Total 'Agree'

Gesamt 'Stimme zu'

Disagree



Strongly disagree


Strongly agree


D’accord

Agree

Stimme eher zu


d'accord'


...vertrauen Sie Behörden, Ihre Rechte als Verbraucher zu schützen


…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

T2



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EU 27 25543 6 -6 49 3 33 5 9 -1 3 -1 55 -3 42 4

BE 1002 6 -4 54 -3 30 6 7 0 3 1 60 -7 37 6

BG 1002 4 -2 26 0 50 7 18 -3 2 -2 30 -2 68 4

CZ 1000 7 1 39 -6 39 5 13 2 2 -2 46 -5 52 7

DK 1003 7 -20 62 8 24 13 2 0 5 -1 69 -12 26 13

DE 1000 12 -13 49 5 30 7 6 1 3 0 61 -8 36 8

EE 1000 11 -2 42 3 23 3 9 1 15 -5 53 1 32 4

IE 1000 9 -5 59 4 24 5 5 -3 3 -1 68 -1 29 2

EL 1000 2 -3 16 -7 49 10 32 1 1 -1 18 -10 81 11

ES 1000 3 -3 39 3 45 5 11 -3 2 -2 42 0 56 2

FR 1003 8 -4 48 4 29 -1 13 1 2 0 56 0 42 0

IT 1006 3 -2 37 -2 44 10 12 -1 4 -5 40 -4 56 9

CY 504 5 -6 23 -8 46 12 21 1 5 1 28 -14 67 13

LV 1000 6 -3 45 2 39 4 5 -4 5 1 51 -1 44 0

LT 1002 4 -3 44 12 38 -5 9 -2 5 -2 48 9 47 -7

LU 500 8 -7 65 8 21 3 4 -3 2 -1 73 1 25 0

HU 1002 3 -6 52 7 33 6 8 -2 4 -5 55 1 41 4

MT 500 8 -7 44 4 30 4 8 -2 10 1 52 -3 38 2

NL 1006 4 -1 65 -4 27 7 2 -2 2 0 69 -5 29 5

AT 1002 21 -7 55 -1 19 8 3 0 2 0 76 -8 22 8

PL 1000 3 -2 52 0 32 3 8 0 5 -1 55 -2 40 3

PT 999 4 -3 49 2 37 6 7 -4 3 -1 53 -1 44 2

RO 1004 4 -4 41 6 39 5 15 -6 1 -1 45 2 54 -1

SI 1000 3 -2 33 1 47 9 12 -4 5 -4 36 -1 59 5

SK 1000 4 -2 47 0 40 8 7 -3 2 -3 51 -2 47 5

FI 1007 10 -5 60 3 25 4 2 -1 3 -1 70 -2 27 3

SE 1000 10 -5 60 12 23 0 4 -1 3 -6 70 7 27 -1

UK 1001 7 -8 69 9 19 4 2 -3 3 -2 76 1 21 1

HR 1002 4 27 46 20 3 31 66

NO 1000 10 -12 57 3 26 11 3 -1 4 -1 67 -9 29 10

IS 501 2 -3 37 8 37 3 10 -7 14 -1 39 5 47 -4

Total 'Disagree'


zu'

DK/NA

WN/KA

Total 'D'accord'

Total 'Agree'

Gesamt 'Stimme zu'

Disagree



Strongly disagree


Strongly agree


D’accord

Agree

Stimme eher zu


d'accord'


...fühlen Sie sich durch bestehende Verbraucherschutzmaßnahmen angemessen geschützt


…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

T3



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EU 27 25543 7 -3 52 -3 33 8 6 -1 2 -1 59 -6 39 7

BE 1002 7 -3 56 -9 31 13 4 -1 2 0 63 -12 35 12

BG 1002 4 -2 37 2 43 1 13 -1 3 0 41 0 56 0

CZ 1000 4 0 37 -12 45 8 13 6 1 -2 41 -12 58 14

DK 1003 6 -13 54 -3 31 14 4 1 5 1 60 -16 35 15

DE 1000 11 -9 49 -5 32 12 6 2 2 0 60 -14 38 14

EE 1000 14 -5 53 4 21 2 5 2 7 -3 67 -1 26 4

IE 1000 7 -7 68 5 19 2 4 0 2 0 75 -2 23 2

EL 1000 4 -2 33 -3 45 9 15 -3 3 -1 37 -5 60 6

ES 1000 4 -3 48 -6 39 9 7 1 2 -1 52 -9 46 10

FR 1003 9 -1 51 -7 30 7 8 1 2 0 60 -8 38 8

IT 1006 3 -1 45 -1 42 8 7 -3 3 -3 48 -2 49 5

CY 504 7 -4 33 -3 39 6 15 1 6 0 40 -7 54 7

LV 1000 6 -5 58 2 30 6 3 -3 3 0 64 -3 33 3

LT 1002 7 -2 51 2 30 0 7 1 5 -1 58 0 37 1

LU 500 8 -11 69 5 19 6 3 1 1 -1 77 -6 22 7

HU 1002 4 -5 50 0 38 11 5 -4 3 -2 54 -5 43 7

MT 500 6 -5 41 -3 42 14 9 -1 2 -5 47 -8 51 13

NL 1006 3 0 61 -4 33 7 2 -1 1 -2 64 -4 35 6

AT 1002 17 -5 57 -5 20 9 4 2 2 -1 74 -10 24 11

PL 1000 6 2 51 -7 35 9 5 -1 3 -3 57 -5 40 8

PT 999 6 0 60 8 27 -3 4 -4 3 -1 66 8 31 -7

RO 1004 4 -3 47 0 36 5 12 -1 1 -1 51 -3 48 4

SI 1000 6 -5 50 -3 32 11 7 1 5 -4 56 -8 39 12

SK 1000 8 1 55 -1 31 3 4 -1 2 -2 63 0 35 2

FI 1007 9 -6 63 -1 24 7 2 0 2 0 72 -7 26 7

SE 1000 8 -9 54 0 31 13 4 0 3 -4 62 -9 35 13

UK 1001 8 -6 67 3 19 4 3 -1 3 0 75 -3 22 3

HR 1002 9 48 32 8 3 57 40

NO 1000 7 -7 51 -5 35 13 5 0 2 -1 58 -12 40 13

IS 501 3 -4 51 -5 31 11 5 -1 10 -1 54 -9 36 10

Total 'Disagree'


zu'

DK/NA

WN/KA

Total 'D'accord'

Total 'Agree'

Gesamt 'Stimme zu'

Disagree



Strongly disagree


Strongly agree


D’accord

Agree

Stimme eher zu


d'accord'


...respektieren Verkäufer / Anbieter im Allgemeinen Ihre Rechte als Verbraucher


…d’une manière générale, les détaillants/fournisseurs respectent vos droits en tant que consommateur


…in general, retailers/ providers respect your rights as a consumer

T4



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EU 27 25543 6 -6 38 -2 29 5 8 -4 19 7 44 -8 37 1

BE 1002 5 -4 46 2 26 1 6 -5 17 6 51 -2 32 -4

BG 1002 3 -4 33 10 35 0 13 -11 16 5 36 6 48 -11

CZ 1000 5 -1 29 0 39 -2 15 -1 12 4 34 -1 54 -3

DK 1003 4 -11 36 0 32 12 4 -1 24 0 40 -11 36 11

DE 1000 11 -9 34 -3 24 6 7 2 24 4 45 -12 31 8

EE 1000 5 -1 19 -2 17 -11 10 -5 49 19 24 -3 27 -16

IE 1000 5 -10 51 4 20 2 4 -3 20 7 56 -6 24 -1

EL 1000 5 -6 35 -1 36 6 11 -6 13 7 40 -7 47 0

ES 1000 3 -5 37 1 40 10 11 -5 9 -1 40 -4 51 5

FR 1003 9 -8 38 -6 29 7 12 0 12 7 47 -14 41 7

IT 1006 2 -4 27 -9 34 5 12 -5 25 13 29 -13 46 0

CY 504 10 -8 40 3 29 9 9 -2 12 -2 50 -5 38 7

LV 1000 6 -4 41 4 32 5 5 -9 16 4 47 0 37 -4

LT 1002 4 -3 35 1 35 1 8 -4 18 5 39 -2 43 -3

LU 500 4 -10 51 -2 27 9 3 -3 15 6 55 -12 30 6

HU 1002 3 -3 40 -2 35 7 7 -8 15 6 43 -5 42 -1

MT 500 8 -3 37 5 28 1 8 -6 19 3 45 2 36 -5

NL 1006 3 -1 48 -5 28 4 4 -1 17 3 51 -6 32 3

AT 1002 13 -5 37 -5 21 4 4 -1 25 7 50 -10 25 3

PL 1000 4 -2 37 3 31 0 8 -7 20 6 41 1 39 -7

PT 999 3 -7 42 7 35 8 9 -9 11 1 45 0 44 -1

RO 1004 5 -7 51 6 24 4 8 -11 12 8 56 -1 32 -7

SI 1000 5 -2 30 5 28 -7 9 -6 28 10 35 3 37 -13

SK 1000 5 2 37 9 38 -4 9 -7 11 0 42 11 47 -11

FI 1007 14 2 56 6 17 -5 2 -2 11 -1 70 8 19 -7

SE 1000 5 -1 34 3 27 3 5 -5 29 0 39 2 32 -2

UK 1001 4 -9 46 -5 22 7 5 -2 23 9 50 -14 27 5

HR 1002 5 27 40 15 13 32 55

NO 1000 6 -6 40 -3 22 6 4 -2 28 5 46 -9 26 4

IS 501 4 -5 41 -1 15 2 4 -3 36 7 45 -6 19 -1

Total 'Disagree'


zu'

DK/NA

WN/KA

Total 'D'accord'

Total 'Agree'

Gesamt 'Stimme zu'

Disagree



Strongly disagree


Strongly agree


D’accord

Agree

Stimme eher zu


d'accord'


...ist es leicht, Streitfragen mit Verkäufern / Anbietern mit Hilfe einer außergerichtlichen Stelle zu klären (z. B. Schiedsgericht, Vermittlungs- oder Schlichtungsstelle)


..il est facile de résoudre des litiges avec des détaillants/fournisseurs via un organisme extrajudiciaire (c’est-à-dire un organisme d’arbitrage, de médiation ou de conciliation)


...it is easy to settle disputes with retailers/providers through an out of court body (i.e. arbitration, mediation or conciliation body)

T5



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EU 27 25543 5 -4 31 2 32 2 11 -5 21 5 36 -2 43 -3

BE 1002 5 -2 40 3 28 -6 7 -5 20 10 45 1 35 -11

BG 1002 6 -2 30 8 40 3 14 -12 10 3 36 6 54 -9

CZ 1000 6 0 24 2 38 -2 21 -3 11 3 30 2 59 -5

DK 1003 5 -5 37 6 24 0 4 -2 30 1 42 1 28 -2

DE 1000 11 -5 27 -3 31 5 7 -2 24 5 38 -8 38 3

EE 1000 3 0 10 1 17 -10 18 -9 52 18 13 1 35 -19

IE 1000 4 -5 43 6 23 -1 4 -5 26 5 47 1 27 -6

EL 1000 6 -4 34 7 36 1 15 -6 9 2 40 3 51 -5

ES 1000 2 -4 29 4 40 4 12 -5 17 1 31 0 52 -1

FR 1003 10 -3 34 -5 33 4 13 0 10 4 44 -8 46 4

IT 1006 3 -1 21 -1 36 4 19 -4 21 2 24 -2 55 0

CY 504 10 2 32 8 34 0 12 -9 12 -1 42 10 46 -9

LV 1000 5 -4 35 5 36 3 7 -11 17 7 40 1 43 -8

LT 1002 2 -2 25 3 33 -6 11 -3 29 8 27 1 44 -9

LU 500 5 -4 45 6 28 1 6 -4 16 1 50 2 34 -3

HU 1002 2 -1 27 8 26 1 8 -9 37 1 29 7 34 -8

MT 500 4 0 25 7 32 0 21 -9 18 2 29 7 53 -9

NL 1006 2 0 41 0 33 0 5 -3 19 3 43 0 38 -3

AT 1002 10 -4 28 -5 24 0 7 -1 31 10 38 -9 31 -1

PL 1000 3 -1 24 1 39 0 12 -8 22 8 27 0 51 -8

PT 999 2 -3 27 7 46 11 15 -11 10 -4 29 4 61 0

RO 1004 5 -5 42 10 32 4 10 -15 11 6 47 5 42 -11

SI 1000 4 2 22 14 31 -10 14 -17 29 11 26 16 45 -27

SK 1000 2 -2 25 4 41 -4 14 -7 18 9 27 2 55 -11

FI 1007 3 -2 30 -2 31 -6 5 -8 31 18 33 -4 36 -14

SE 1000 5 1 24 5 25 -3 7 -4 39 1 29 6 32 -7

UK 1001 3 -5 43 7 21 0 5 -5 28 3 46 2 26 -5

HR 1002 4 22 43 20 11 26 63

NO 1000 4 -5 37 4 30 5 7 -1 22 -3 41 -1 37 4

IS 501 5 0 23 -1 19 -2 3 -7 50 10 28 -1 22 -9

Total 'Disagree'


zu'

DK/NA

WN/KA

Total 'D'accord'

Total 'Agree'

Gesamt 'Stimme zu'

Disagree



Strongly disagree


Strongly agree


D’accord

Agree

Stimme eher zu


d'accord'


...ist es leicht, Streitfragen mit Verkäufern / Anbietern vor Gericht zu klären


...il est facile de résoudre des litiges avec des détaillants/fournisseurs devant des tribunaux


...it is easy to settle disputes with retailers/ providers through the courts

T6



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EU 27 25543 14 2 34 5 31 -3 19 -3 2 -1 48 7 50 -6

BE 1002 9 1 40 -11 35 9 14 2 2 -1 49 -10 49 11

BG 1002 11 -1 43 7 33 -4 9 -2 4 0 54 6 42 -6

CZ 1000 20 11 28 2 29 -7 21 -5 2 -1 48 13 50 -12

DK 1003 20 5 34 13 24 -8 20 -10 2 0 54 18 44 -18

DE 1000 20 2 24 2 25 0 30 -2 1 -2 44 4 55 -2

EE 1000 15 1 17 0 17 -3 47 3 4 -1 32 1 64 0

IE 1000 16 3 39 6 37 2 6 -11 2 0 55 9 43 -9

EL 1000 21 1 36 4 24 -2 17 -3 2 0 57 5 41 -5

ES 1000 12 0 43 9 33 -4 10 -3 2 -2 55 9 43 -7

FR 1003 18 5 26 0 22 -15 33 10 1 0 44 5 55 -5

IT 1006 11 1 33 5 29 -1 22 -5 5 0 44 6 51 -6

CY 504 22 5 34 3 25 -6 15 -2 4 0 56 8 40 -8

LV 1000 9 0 40 7 36 -1 13 -6 2 0 49 7 49 -7

LT 1002 9 2 35 0 33 -1 19 0 4 -1 44 2 52 -1

LU 500 10 0 41 13 30 -5 18 -7 1 -1 51 13 48 -12

HU 1002 8 0 33 6 36 7 21 -12 2 -1 41 6 57 -5

MT 500 8 -5 32 8 28 -2 27 -1 5 0 40 3 55 -3

NL 1006 5 2 38 5 46 -3 9 -4 2 0 43 7 55 -7

AT 1002 19 4 27 2 24 -3 29 -2 1 -1 46 6 53 -5

PL 1000 9 3 36 4 42 0 11 -5 2 -2 45 7 53 -5

PT 999 7 -1 42 10 39 -1 10 -7 2 -1 49 9 49 -8

RO 1004 12 0 43 3 31 2 12 -5 2 0 55 3 43 -3

SI 1000 11 1 25 -1 36 -3 27 4 1 -1 36 0 63 1

SK 1000 10 3 45 9 33 -10 10 -2 2 0 55 12 43 -12

FI 1007 12 -1 31 -1 35 1 20 1 2 0 43 -2 55 2

SE 1000 25 10 36 10 23 -13 14 -6 2 -1 61 20 37 -19

UK 1001 11 1 43 15 35 -7 7 -10 4 1 54 16 42 -17

HR 1002 7 35 37 19 2 42 56

NO 1000 15 5 35 15 30 -7 17 -13 3 0 50 20 47 -20

IS 501 13 -4 35 6 34 1 14 -4 4 1 48 2 48 -3

Total 'Disagree'


zu'

DK/NA

WN/KA

Total 'D'accord'

Total 'Agree'

Gesamt 'Stimme zu'

Disagree



Strongly disagree


Strongly agree


D’accord

Agree

Stimme eher zu


d'accord'


...haben Sie Ihr Konsumverhalten aufgrund eines Medienberichts geändert (z. B. Geschäft oder Produkt gewechselt)


…vous avez changé votre comportement en matière de consommation à la suite d’une histoire rapportée par les médias (par exemple, changé de boutique ou de produit)


…you have changed your consumer behaviour as a result of a media story (e.g. changed shop or product)

T7



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EU 27 25543 12 0 55 -1 27 2 3 -1 3 0 82 1

BE 1002 21 4 52 -1 20 -1 4 -1 3 -1 72 -2

BG 1002 7 2 61 5 27 -1 1 -6 4 0 88 4

CZ 1000 7 1 68 -2 22 3 2 -1 1 -1 90 1

DK 1003 18 -4 56 1 17 2 1 0 8 1 73 3

DE 1000 9 0 56 -2 31 7 1 -5 3 0 87 5

EE 1000 18 1 47 2 9 -3 15 -1 11 1 56 -1

IE 1000 26 3 58 -6 11 3 2 -1 3 1 69 -3

EL 1000 4 1 40 -5 50 3 3 0 3 1 90 -2

ES 1000 13 1 53 3 30 -4 3 1 1 -1 83 -1

FR 1003 11 2 53 -3 32 1 1 -1 3 1 85 -2

IT 1006 8 -2 52 0 35 6 3 -3 2 -1 87 6

CY 504 9 -2 49 3 36 16 4 -16 2 -1 85 19

LV 1000 5 0 59 4 31 1 3 -5 2 0 90 5

LT 1002 7 1 53 5 33 -3 2 -2 5 -1 86 2

LU 500 25 3 55 6 16 3 2 -11 2 -1 71 9

HU 1002 14 0 56 3 25 5 3 -7 2 -1 81 8

MT 500 14 0 58 1 17 4 5 -3 6 -2 75 5

NL 1006 20 3 67 -1 9 2 2 -4 2 0 76 1

AT 1002 13 0 63 2 20 7 2 -10 2 1 83 9

PL 1000 9 0 57 0 24 -3 8 4 2 -1 81 -3

PT 999 16 4 50 4 29 -6 2 -1 3 -1 79 -2

RO 1004 6 2 42 0 48 -3 1 0 3 1 90 -3

SI 1000 13 -2 56 6 25 -2 3 -2 3 0 81 4

SK 1000 7 0 58 2 27 -1 5 -2 3 1 85 1

FI 1007 20 2 70 -2 7 1 1 -1 2 0 77 -1

SE 1000 12 2 52 -9 29 4 2 1 5 2 81 -5

UK 1001 24 3 61 -6 8 1 3 0 4 2 69 -5

HR 1002 8 53 34 2 3 87

NO 1000 27 0 55 0 16 3 1 -2 1 -1 71 3

IS 501 9 -1 58 4 20 -7 4 2 9 2 78 -3

NSP/NR

DK/NA

WN/KA

Total 'Pas sûrs'

Total 'Unsafe'

Gesamt 'Unsicher'

Un nombre significatif de produits non

alimentaires ne sont pas sûrs A significant

number of non-food products

are unsafe

eine große Anzahl von non-food Produkten

unsicher ist

Cela dépend du produit

(NE PAS LIRE)

It depends on the product (DO

NOT READ OUT)

Das kommt auf das Produkt an

(NICHT VORLESEN)

Pour l’essentiel, tous les

produits non alimentaires

sont sûrs Essentially all

non-food products are

safe

im Wesentlichen alle non-food

Produkte sicher sind

Un petit nombre de

produits non alimentaires ne sont pas sûrs

A small number of non-food products are

unsafe

eine geringe Anzahl von non-food Produkten

unsicher ist

Q2 Si vous pensez à tous les produits non alimentaires actuellement sur le marché en (NOTRE PAYS), pensez-vous que...?

Q2 Thinking about all non-food products currently on the market in (OUR COUNTRY), do you think that...?

Q2 Wenn Sie an alle non-food Produkte, die derzeit in (UNSER LAND) auf dem Markt sind, denken, also Produkte, die keine Lebensmittel sind, denken Sie, dass …?

T8



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EU 27 25543 17 -2 56 1 24 2 2 0 1 -1 80 3

BE 1002 24 -1 58 2 15 -1 2 1 1 -1 73 1

BG 1002 4 -1 55 5 38 -1 1 -2 2 -1 93 4

CZ 1000 6 -3 61 -6 31 9 1 0 1 0 92 3

DK 1003 23 -3 57 2 17 1 1 0 2 0 74 3

DE 1000 12 -3 60 0 26 5 1 -2 1 0 86 5

EE 1000 26 5 47 0 15 0 8 -5 4 0 62 0

IE 1000 33 -3 55 0 10 2 1 1 1 0 65 2

EL 1000 6 1 45 0 46 -1 2 0 1 0 91 -1

ES 1000 30 0 49 -1 18 0 2 2 1 -1 67 -1

FR 1003 14 -2 56 -2 28 4 1 0 1 0 84 2

IT 1006 11 -3 58 6 28 1 2 -3 1 -1 86 7

CY 504 11 -5 56 4 30 9 2 -7 1 -1 86 13

LV 1000 7 3 59 5 33 -3 1 -4 0 -1 92 2

LT 1002 6 2 44 8 47 -6 1 -3 2 -1 91 2

LU 500 29 -3 56 11 15 3 0 -10 0 -1 71 14

HU 1002 13 -2 61 9 23 0 2 -6 1 -1 84 9

MT 500 26 0 56 1 11 2 4 -1 3 -2 67 3

NL 1006 26 -1 59 0 13 4 1 -2 1 -1 72 4

AT 1002 18 -4 61 3 18 5 2 -4 1 0 79 8

PL 1000 10 -1 55 -1 30 1 4 2 1 -1 85 0

PT 999 26 1 54 5 18 -5 1 0 1 -1 72 0

RO 1004 4 1 38 -2 56 0 1 1 1 0 94 -2

SI 1000 18 1 54 4 25 -1 2 -3 1 -1 79 3

SK 1000 7 -4 57 -4 31 8 4 0 1 0 88 4

FI 1007 39 -4 56 4 3 0 1 0 1 0 59 4

SE 1000 14 0 65 1 19 -1 1 1 1 -1 84 0

UK 1001 31 -2 58 0 9 3 1 0 1 -1 67 3

HR 1002 9 53 36 1 1 89

NO 1000 38 -6 49 4 12 3 0 -1 1 0 61 7

IS 501 22 -1 60 4 15 -1 1 -1 2 -1 75 3

NSP/NR

DK/NA

WN/KA

Total 'Pas sûrs'

Total 'Unsafe'

Gesamt 'Unsicher'

Un nombre significatif de

produits alimentaires ne sont pas sûrsA significant

number of food products are

unsafeeine große Anzahl von

Lebensmittelprodukten unsicher

ist

Cela dépend du produit

(NE PAS LIRE)

It depends on the product (DO

NOT READ OUT)

Das kommt auf das Produkt an

(NICHT VORLESEN)

Pour l’essentiel, tous les produits

alimentaires sont sûrs

Essentially all food products

are safe

im Wesentlichen

alle Lebensmittelpro

dukte sicher

Un petit nombre de produits

alimentaires ne sont pas sûrs

A small number of food

products are unsafe

eine geringe Anzahl von

Lebensmittelprodukten unsicher

ist

Q3 Et en pensant à tous les produits alimentaires actuellement sur le marché en (NOTRE PAYS) pensez-vous que...?

Q3 And thinking about all food products currently on the market in (OUR COUNTRY), do you think that...?

Q3 Und wenn Sie an alle Lebensmittelprodukte denken, die derzeit in (UNSER LAND) auf dem Markt sind, denken Sie, dass …?

T9


% (Total N)Flash EB

358

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332

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332EU 27 25543 41 12 57 -12 2 0

BE 1002 45 9 53 -10 2 1

BG 1002 35 16 58 -15 7 -1

CZ 1000 40 17 58 -16 2 -1

DK 1003 44 9 54 -9 2 0

DE 1000 37 8 61 -9 2 1

EE 1000 25 4 67 -6 8 2

IE 1000 44 9 55 -9 1 0

EL 1000 55 8 43 -9 2 1

ES 1000 33 11 65 -11 2 0

FR 1003 44 11 55 -11 1 0

IT 1006 43 15 53 -16 4 1

CY 504 45 12 54 -11 1 -1

LV 1000 39 12 58 -12 3 0

LT 1002 28 9 68 -8 4 -1

LU 500 49 11 47 -14 4 3

HU 1002 48 6 49 -7 3 1

MT 500 46 16 50 -17 4 1

NL 1006 48 8 51 -8 1 0

AT 1002 49 15 48 -16 3 1

PL 1000 44 16 54 -16 2 0

PT 999 44 20 54 -20 2 0

RO 1004 44 13 51 -15 5 2

SI 1000 47 8 47 -12 6 4

SK 1000 40 17 55 -20 5 3

FI 1007 38 4 60 -5 2 1

SE 1000 53 13 45 -13 2 0

UK 1001 34 12 64 -13 2 1

HR 1002 48 48 4

NO 1000 35 11 63 -11 2 0

IS 501 42 12 56 -12 2 0

NSP/NR

DK/NA

WN/KA

Oui

Yes

Ja

Non

No

Nein

Q4 En prenant en compte tout ce que vous avez acheté au cours des deux dernières semaines, l’impact environnemental d’un des biens ou des services a-t-il influencé votre choix?

Q4 Considering everything you bought during the last two weeks, did the environmental impact of any goods or services influence your choice?

Q4 Wenn Sie an alles denken, was Sie in den letzten zwei Wochen gekauft haben: haben die Auswirkungen irgendeiner Ware oder einer Dienstleistung auf die Umwelt Ihre Wahl beeinflusst?

T10


% (Total N)

EU 27 10392

BE 457

BG 350

CZ 397

DK 439

DE 374

EE 252

IE 442

EL 555

ES 324

FR 443

IT 436

CY 225

LV 390

LT 281

LU 245

HU 483

MT 233

NL 477

AT 496

PL 436

PT 438

RO 440

SI 469

SK 405

FI 385

SE 529

UK 337

HR 477

IS 212

NO 352 37 52 19 2

32 57 22 1

41 52 18 2

36 66 21 3

15 77 17 1

35 64 24 2

45 62 17 2

62 39 24 2

49 61 10 2

39 59 18 2

28 67 18 2

35 55 32 3

30 55 37 2

51 49 24 0

50 51 22 1

53 48 14 2

42 49 25 3

52 58 12 1

47 43 26 1

34 58 18 1

40 52 16 1

35 65 20 1

36 47 33 1

35 61 20 1

20 57 40 5

31 63 26 1

26 71 17 1

43 58 31 2

45 54 12 0

49 51 19 2

NSP/NR

DK/NA

WN/KA

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Autre (NE PAS LIRE)

Other (DO NOT READ OUT)

Durch ein Umweltzeichen bzw. Ökolabel

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36 60 21 2

A travers des publicités ou des offres

Through advertisements or offers

Durch Werbung oder Angebote

Flash EB358

Andere (Nicht vorlesen)

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A travers un label environnemental

Through an environmental label

Q5.1 Où avez-vous trouvé l’information concernant l’impact environnemental des biens ou services que vous avez acheté ? (PLUSIEURS REPONSES POSSIBLES)

Q5.1 Where did you get the information on the environmental impact of the goods or services you bought? (MULTIPLE ANSWERS POSSIBLE)

Q5.1 Woher haben Sie die Informationen über die Umweltauswirkungen der von Ihnen gekauften Waren oder Dienstleistungen erhalten? (MEHRFACHNENNUNGEN MÖGLICH)

T11


% (Total N)

EU 27 14532

BE 528

BG 586

CZ 578

DK 545

DE 604

EE 671

IE 544

EL 426

ES 653

FR 549

IT 535

CY 274

LV 582

LT 684

LU 236

HU 490

MT 248

NL 516

AT 476

PL 542

PT 543

RO 515

SI 471

SK 549

FI 606

SE 454

UK 644

HR 480

IS 278

NO 631 16 37 12

16 22 14

14 36 27

24

20 49 51

20 25

20 31 19

12 37 37

40

14 30 26

8 32

14 45 34

12 39 22

32

10 31 26

12 44

12 30 26

14 24 38

20

19 32 36

16 43

11 41 42

14 41 21

40

12 32 23

21 28

8 51 32

8 41 42

34

12 47 23

11 18

10 34 23

18 25 31

27

11 46 39

8 41

Sie sind auf keine Informationen über die Auswirkungen von

Waren oder Dienstleistungen auf die Umwelt gestossen

Flash EB358

21 36 38

14 38 33

Die Auswirkungen von Waren oder Dienstleistungen auf die Umwelt interessieren Sie nicht

Flash EB358

Q5.2 Pourriez-vous me dire pourquoi l’impact environnemental des biens ou services que vous avez acheté n’a pas influencé votre choix? (PLUSIEURS REPONSES POSSIBLES)Q5.2 Could you say why the environmental impact of the goods or services you bought did not influence your choice? (MULTIPLE ANSWERS POSSIBLE)Q5.2 Können Sie sagen, weshalb die Umweltauswirkungen der von Ihnen gekauften Waren oder Dienstleistungen Ihre Wahl nicht beeinflusst haben? (MEHRFACHNENNUNGEN MÖGLICH)

Vous trouvez que les biens ou services respectueux de

l’environnement sont trop chers

You find environmentally-friendly goods or services are too

expensive

Sie halten umweltfreundliche Waren oder Dienstleistungen für

zu teuer

Flash EB358

Vous n’êtes pas intéressé(e) par l’impact environnemental des

biens ou services

You are not interested in the environmental impact of goods or

services

Vous n’avez pas trouvé d’information concernant l’impact

environnemental des biens ou services

You did not come across any information about the

environmental impact of goods or services

T12


% (Total N)

EU 27 14532

BE 528

BG 586

CZ 578

DK 545

DE 604

EE 671

IE 544

EL 426

ES 653

FR 549

IT 535

CY 274

LV 582

LT 684

LU 236

HU 490

MT 248

NL 516

AT 476

PL 542

PT 543

RO 515

SI 471

SK 549

FI 606

SE 454

UK 644

HR 480

IS 278

NO 631

14

20 13 4 4

22 18 5

2

17 11 4 4

28 7 6

5

17 12 10 7

21 9 9

4

32 7 5 4

16 13 6

4

21 6 1 6

17 7 9

3

30 4 1 3

26 10 5

4

17 7 7 3

12 10 15

2

16 14 4 3

23 3 3

3

11 6 6 6

17 7 5

7

9 12 7 6

18 6 10

3

25 6 3 2

21 5 5

1

24 7 2 2

10 10 3

4

14 16 8 10

33 4 9

3

24 13 6 6

31 7 6

2

17 8 2 6

19 6 7

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25 6 6 4

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DK/NA

Sie haben kein Vertrauen in umweltbezogene Angaben

Andere (NICHT VORLESEN)

Nichts davon (NICHT VORLESEN) WN/KA

You do not trust environmental claims

Other (DO NOT READ OUT)

None (DO NOT READ OUT)

Vous n’avez pas confiance dans les déclarations environnementales

Autre (NE PAS LIRE) Aucun (NE PAS LIRE) NSP/NR

Q5.2 Pourriez-vous me dire pourquoi l’impact environnemental des biens ou services que vous avez acheté n’a pas influencé votre choix? (PLUSIEURS REPONSES POSSIBLES)Q5.2 Could you say why the environmental impact of the goods or services you bought did not influence your choice? (MULTIPLE ANSWERS POSSIBLE)Q5.2 Können Sie sagen, weshalb die Umweltauswirkungen der von Ihnen gekauften Waren oder Dienstleistungen Ihre Wahl nicht beeinflusst haben? (MEHRFACHNENNUNGEN MÖGLICH)

T13


% (Total N)Flash EB

358

Diff.Flash EB

332

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Diff.Flash EB

332

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Diff.Flash EB

332EU 27 25543 69 -1 24 1 7 0

BE 1002 66 1 27 -3 7 2

BG 1002 63 -2 30 4 7 -2

CZ 1000 82 1 12 0 6 -1

DK 1003 66 0 26 1 8 -1

DE 1000 80 -2 14 3 6 -1

EE 1000 56 0 26 -7 18 7

IE 1000 62 -5 31 3 7 2

EL 1000 41 2 45 -7 14 5

ES 1000 81 -1 16 3 3 -2

FR 1003 63 -7 30 4 7 3

IT 1006 64 0 27 -1 9 1

CY 504 42 -1 44 7 14 -6

LV 1000 65 -3 29 4 6 -1

LT 1002 70 -5 19 3 11 2

LU 500 57 -3 35 4 8 -1

HU 1002 65 -5 25 4 10 1

MT 500 52 -3 43 4 5 -1

NL 1006 79 0 15 1 6 -1

AT 1002 75 0 17 2 8 -2

PL 1000 75 -4 19 5 6 -1

PT 999 37 -4 60 5 3 -1

RO 1004 54 6 38 -10 8 4

SI 1000 68 4 25 -3 7 -1

SK 1000 76 -1 17 0 7 1

FI 1007 67 2 28 -1 5 -1

SE 1000 62 6 29 -2 9 -4

UK 1001 69 1 24 -1 7 0

HR 1002 53 39 8

NO 1000 68 3 26 3 6 -6

IS 501 37 -2 46 -2 17 4

NSP/NR

DK/NA

WN/KA

Oui

Yes

Ja

Non

No

Nein

Q6 Supposons que vous ayez commandé des biens par la poste, le téléphone ou Internet, pensez-vous que vous avez le droit de retourner les biens commandés 4 jours après leur livraison et d’être remboursé(e), sans donner de raison?

Q6 Suppose you ordered goods by post, phone or the Internet, do you think you have the right to return the goods you ordered 4 days after their delivery and get your money back, without giving any reason?

Q6 Angenommen, Sie hätten Waren per Post, Telefon oder über das Internet bestellt, hätten Sie Ihrer Meinung nach das Recht, die bestellten Waren 4 Tage nach Zustellung ohne Angabe von Gründen zurückzugeben und das Geld zurückzubekommen?

T14


% (Total N)Flash EB

358

Diff.Flash EB

332

Flash EB358

Diff.Flash EB

332

Flash EB358

Diff.Flash EB

332EU 27 25543 56 5 39 -2 5 -3

BE 1002 55 4 41 -1 4 -3

BG 1002 52 -1 43 6 5 -5

CZ 1000 87 0 11 2 2 -2

DK 1003 71 0 24 2 5 -2

DE 1000 57 4 40 2 3 -6

EE 1000 64 14 19 -11 17 -3

IE 1000 54 3 41 -1 5 -2

EL 1000 60 7 35 -7 5 0

ES 1000 78 3 20 0 2 -3

FR 1003 37 7 59 -5 4 -2

IT 1006 65 5 30 -4 5 -1

CY 504 74 13 21 -9 5 -4

LV 1000 62 8 33 -5 5 -3

LT 1002 43 8 49 -7 8 -1

LU 500 59 9 35 -7 6 -2

HU 1002 51 9 39 -5 10 -4

MT 500 73 6 24 -5 3 -1

NL 1006 55 10 41 -6 4 -4

AT 1002 50 5 44 -2 6 -3

PL 1000 41 0 51 5 8 -5

PT 999 74 10 25 -8 1 -2

RO 1004 61 14 34 -16 5 2

SI 1000 47 7 46 -3 7 -4

SK 1000 81 3 15 -2 4 -1

FI 1007 54 5 39 -2 7 -3

SE 1000 51 2 41 5 8 -7

UK 1001 49 9 47 -5 4 -4

HR 1002 41 55 4

NO 1000 77 8 19 0 4 -8

IS 501 68 4 24 -5 8 1

NSP/NR

DK/NA

WN/KA

Oui

Yes

Ja

Non

No

Nein

Q7 Imaginez qu’un nouveau réfrigérateur que vous avez acheté il y a 18 mois tombe en panne sans que vous en soyez responsables. Vous n’avez pas souscrit ou bénéficié d’extension de garantie commerciale. Avez-vous le droit de le faire réparer ou remplacer gratuitement?

Q7 Imagine that a new fridge you bought 18 months ago breaks down without any fault on your part. You didn't buy or benefit from any extended commercial guarantee. Do you have the right to have it repaired or replaced for free?

Q7 Stellen Sie sich vor ein neuer Kühlschrank, den Sie vor 18 Monaten gekauft haben, geht ohne Ihr Verschulden kaputt. Es besteht keine verlängerte Garantie. Hätten Sie Anspruch darauf, dass der Kühlschrank kostenlos repariert oder ersetzt wird?

T15


% (Total N)Flash EB

358

Diff.Flash EB

332

Flash EB358

Diff.Flash EB

332

Flash EB358

Diff.Flash EB

332

Flash EB358

Diff.Flash EB

332EU 27 25543 30 -5 65 6 2 0 3 -1

BE 1002 43 -1 54 3 2 0 1 -2

BG 1002 29 -7 63 5 5 3 3 -1

CZ 1000 35 3 60 0 2 0 3 -3

DK 1003 47 -2 47 2 3 1 3 -1

DE 1000 42 -3 55 5 1 0 2 -2

EE 1000 35 -4 57 5 1 0 7 -1

IE 1000 37 -4 60 6 2 0 1 -2

EL 1000 15 -7 78 5 4 1 3 1

ES 1000 14 -4 82 5 2 0 2 -1

FR 1003 37 -5 60 6 2 0 1 -1

IT 1006 18 -8 76 8 2 1 4 -1

CY 504 38 -3 57 6 2 -1 3 -2

LV 1000 33 -1 61 1 3 0 3 0

LT 1002 15 -14 79 17 2 0 4 -3

LU 500 24 0 71 1 3 0 2 -1

HU 1002 24 -10 70 13 1 -2 5 -1

MT 500 28 -3 67 2 2 0 3 1

NL 1006 30 1 68 1 1 0 1 -2

AT 1002 44 2 51 -3 2 1 3 0

PL 1000 38 -1 54 3 2 0 6 -2

PT 999 20 -2 78 3 1 0 1 -1

RO 1004 14 -11 74 7 6 2 6 2

SI 1000 38 -11 57 10 3 2 2 -1

SK 1000 33 3 61 0 3 -1 3 -2

FI 1007 47 -8 50 8 1 0 2 0

SE 1000 37 -8 56 10 4 0 3 -2

UK 1001 32 -5 64 7 2 0 2 -2

HR 1002 25 71 2 2

NO 1000 46 -2 50 5 2 0 2 -3

IS 501 50 0 48 2 1 0 1 -2

Oui, vous êtes obligé(e) de payer

Yes, you are obliged to pay

Ja, Sie sind zur Zahlung verpflichtet

NSP/NR

DK/NA

WN/KA

Non, et vous n’êtes pas obligé(e) de retourner

les DVD

No, and you are not obliged to return the

DVDs

Nein, und Sie sind nicht verpflichtet, die DVDs

zurückzuschicken

Non, à condition de retourner les DVD

No, provided that you return the DVDs

Nein, sofern Sie die DVDs zurückschicken

Q8 Imaginez que vous recevez par courrier deux DVD éducatifs que vous n’avez pas commandés, accompagnés d’une facture de 20 euros. Êtes-vous obligé(e) de payer cette facture? Q8 Imagine you receive two educational DVDs by post that you have not ordered, together with a 20 euro invoice for the goods. Are you obliged to pay the invoice? Q8 Angenommen Sie erhalten per Post zwei Schulungs-DVDs, die Sie gar nicht bestellt haben, zusammen mit einer Rechnung in Höhe von 20 Euro für die gelieferte Ware. Sind Sie verpflichtet, die Rechnung zu bezahlen?

T16


% (Total N)

EU 27 25543

BE 1002

BG 1002

CZ 1000

DK 1003

DE 1000

EE 1000

IE 1000

EL 1000

ES 1000

FR 1003

IT 1006

CY 504

LV 1000

LT 1002

LU 500

HU 1002

MT 500

NL 1006

AT 1002

PL 1000

PT 999

RO 1004

SI 1000

SK 1000

FI 1007

SE 1000

UK 1001

HR 1002

IS 501

NO 1000

5

8

14

11

8

14

8

18

18

12

8

17

9

10

10

19

14

14

15

20

9

10

5

15

8

10

13

11

14

10

Vous devez garder le vélo et accepter la clause. Le vendeur n’est pas responsable des défauts existant au moment de

l’achat/de la livraison du vélo

You should keep the bike and accept the clause. The seller is not responsible for faults existing at the time of

purchase/delivery of the bike.

Sie sollten das Fahrrad behalten und die Klausel akzeptieren. Der Verkäufer ist nicht für Mängel verantwortlich, die zum

Zeitpunkt des Kaufs/der Auslieferung des Fahrrads bestehen.

Flash EB358

5

Q9 Imaginez que vous réalisiez, après avoir acheté un vélo, qu’il est défectueux. Vous réalisez également que le contrat devente comporte une clause dégageant le vendeur ou le fabricant de toute responsabilité quant à d'éventuels défauts.Pensez-vous que…

Q9 Imagine that, after having purchased a bike, you realise that it is faulty. You also realise that the sales contractcontains a clause rejecting any responsibility of the seller or producer to deal with the faults. Do you think that …?

Q9 Stellen Sie sich vor, Sie kaufen ein Fahrrad und stellen anschließend fest, dass dieses Mängel aufweist. Der Kaufvertragenthält eine Klausel, die jede Verantwortung des Verkäufers oder Herstellers für die Behebung von Mängeln ausschließt.Welcher der beiden folgenden Meinungen stimmen Sie zu?

T17


% (Total N)

EU 27 25543

BE 1002

BG 1002

CZ 1000

DK 1003

DE 1000

EE 1000

IE 1000

EL 1000

ES 1000

FR 1003

IT 1006

CY 504

LV 1000

LT 1002

LU 500

HU 1002

MT 500

NL 1006

AT 1002

PL 1000

PT 999

RO 1004

SI 1000

SK 1000

FI 1007

SE 1000

UK 1001

HR 1002

IS 501

NO 1000 87 5

81 5

82 7

80 6

91 4

89 3

89 3

73 9

84 6

89 3

78 4

89 2

83 5

74 7

77 6

82 4

88 2

70 10

83 3

87 3

77 8

78 7

87 4

78 12

93 2

82 5

87 5

81 5

90 5

85 5

86 3

Sie sollten das Fahrrad behalten, müssen die Klausel aber nicht akzeptieren. Der Verkäufer ist für Mängel, die zum Zeitpunkt

des Kaufs/der Auslieferung des Fahrrads bestehen, verantwortlich. Deshalb haben Sie das Recht, eine Reparatur

oder Ersatz zu verlangen.

WN/KA

Flash EB358

Flash EB358

Vous devez garder le vélo mais vous n’avez pas à accepter la clause. Le vendeur est responsable des défauts existant au

moment de l’achat/de la livraison du vélo et vous avez le droit, par conséquent, de lui demander de le réparer ou de le

remplacer

NSP/NR

You should keep the bike but you do not have to accept that clause. The seller is responsible for faults existing at the time of purchase/delivery of the bike, so you have the right to ask him

to repair or replace it.

DK/NA

Q9 Imaginez que vous réalisiez, après avoir acheté un vélo, qu’il est défectueux. Vous réalisez également que le contrat de vente comporte une clause dégageant le vendeur ou le fabricant de toute responsabilité quant à d'éventuels défauts. Pensez-vous que… Q9 Imagine that, after having purchased a bike, you realise that it is faulty. You also realise that the sales contract contains a clause rejecting any responsibility of the seller or producer to deal with the faults. Do you think that …? Q9 Stellen Sie sich vor, Sie kaufen ein Fahrrad und stellen anschließend fest, dass dieses Mängel aufweist. Der Kaufvertrag enthält eine Klausel, die jede Verantwortung des Verkäufers oder Herstellers für die Behebung von Mängeln ausschließt. Welcher der beiden folgenden Meinungen stimmen Sie zu?

T18


% (Total N)

EU 27 25543

BE 1002

BG 1002

CZ 1000

DK 1003

DE 1000

EE 1000

IE 1000

EL 1000

ES 1000

FR 1003

IT 1006

CY 504

LV 1000

LT 1002

LU 500

HU 1002

MT 500

NL 1006

AT 1002

PL 1000

PT 999

RO 1004

SI 1000

SK 1000

FI 1007

SE 1000

UK 1001

HR 1002

IS 501

NO 1000 39 26 70 1499 1 9 24

30 12 79 2898 2 14 42

25 6 91 1494 6 27 36

36 12 85 1498 2 15 35

32 12 83 2095 5 16 36

40 16 79 1598 2 13 29

47 20 75 14100 0 7 25

33 13 83 1997 3 16 36

30 4 91 2194 6 23 38

29 5 93 896 4 23 39

33 13 79 1998 2 13 38

37 16 79 1798 2 12 33

39 15 83 1098 2 12 33

35 10 87 1497 3 16 35

31 7 87 2494 6 20 36

33 9 89 1497 3 16 40

30 5 92 1996 4 22 40

37 13 83 1397 3 16 32

31 9 85 2696 4 18 38

35 8 88 2096 4 19 34

32 8 89 1297 3 18 38

53 9 89 999 1 8 30

25 3 93 2393 7 25 40

40 11 86 1399 1 12 36

33 13 72 3595 5 16 33

42 18 78 1399 1 10 28

38 23 70 1797 3 12 24

50 25 70 1399 1 6 19

33 8 87 1697 3 18 37

35 18 79 1398 2 17 28

37 12 84 1597 3 15 34

Au moins une réponse

NSP

At least one answer DK

Mindestens eine

Antwort WN

Flash EB358

Au moins une

mauvaise réponse

At least one wrong answer

Mindestens eine falsche

Antwort

Flash EB358

4 réponses correctes

4 correct answers

4 richtige Antworten

Flash EB358


3 correct answers


Flash EB358


2 correct answers


Flash EB358

1 réponse correcte

1 correct answer

1 richtige Antwort

Flash EB358

0 réponse correcte

0 correct answer

0 richtige Antwort

Flash EB358

Au moins une réponse

correcte

At least one correct answer

Mindestens eine richtige

Antwort

Flash EB358

QC - Connaissance des droits de consommateurs

QC - Knowledge of consumers' rights

QC - Kenntnis von Verbraucherrechten

T19


% (Total N)

EU 27 102173

BE 4008

BG 4008

CZ 4000

DK 4012

DE 4000

EE 4000

IE 4000

EL 4000

ES 4000

FR 4012

IT 4024

CY 2016

LV 4000

LT 4008

LU 2000

HU 4008

MT 2000

NL 4024

AT 4008

PL 4000

PT 3995

RO 4016

SI 4000

SK 4000

FI 4028

SE 4000

UK 4004

HR 4008

IS 2004

NO 4000

59 32 9

70 26 4

60 36 4

50 45 5

64 31 5

58 36 6

59 35 6

70 26 4

52 46 2

51 42 7

63 31 6

61 33 6

58 38 4

63 34 3

57 38 5

53 39 8

61 35 4

53 41 6

56 37 7

56 36 8

65 32 3

56 40 4

62 35 3

48 44 8

67 29 4

58 29 13

73 23 4

67 28 5

62 34 4

56 39 5

60 35 5

Average of correct answers

Durchschnitt der richtigen Antworten

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Average

Moyenne des mauvaises réponses

Average of wrong answers

Durchschnittlich falsche Antworten

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Moyenne des bonnes réponses NSP

DK

WN

Flash EB358

QC - Kenntnis von VerbraucherrechtenDurchschnitt

QC - Connaissance des droits de consommateursMoyenne

QC - Knowledge of consumers' rights

T20


% (Total N)Flash EB

358

Diff.Flash EB

332

Flash EB358

Diff.Flash EB

332

Flash EB358

Diff.Flash EB

332

Flash EB358

Diff.Flash EB

332

Flash EB358

Diff.Flash EB

332EU 27 25543 21 7 4 1 74 -8 1 0 25 8

BE 1002 13 3 4 2 82 -6 1 1 17 5

BG 1002 18 -5 12 2 69 3 1 0 30 -3

CZ 1000 24 6 11 5 64 -12 1 1 35 11

DK 1003 22 12 2 1 75 -14 1 1 24 13

DE 1000 27 14 3 1 70 -15 0 0 30 15

EE 1000 16 3 8 1 74 -5 2 1 24 4

IE 1000 25 8 5 3 70 -11 0 0 30 11

EL 1000 21 4 12 8 66 -13 1 1 33 12

ES 1000 25 8 3 2 71 -10 1 0 28 10

FR 1003 7 -7 4 2 89 6 0 -1 11 -5

IT 1006 15 4 5 3 79 -7 1 0 20 7

CY 504 27 11 11 9 61 -19 1 -1 38 20

LV 1000 16 6 10 3 74 -9 0 0 26 9

LT 1002 13 2 7 2 79 -4 1 0 20 4

LU 500 7 -6 3 1 90 5 0 0 10 -5

HU 1002 21 10 8 1 70 -11 1 0 29 11

MT 500 14 -6 3 1 83 6 0 -1 17 -5

NL 1006 33 19 4 2 63 -21 0 0 37 21

AT 1002 18 8 2 1 79 -9 1 0 20 9

PL 1000 29 17 4 -4 67 -13 0 0 33 13

PT 999 17 7 3 1 79 -9 1 1 20 8

RO 1004 10 2 5 -7 84 5 1 0 15 -5

SI 1000 19 11 4 1 76 -13 1 1 23 12

SK 1000 30 12 3 -3 66 -10 1 1 33 9

FI 1007 27 9 5 2 67 -11 1 0 32 11

SE 1000 32 15 4 2 63 -18 1 1 36 17

UK 1001 27 8 3 0 69 -8 1 0 30 8

HR 1002 23 12 65 0 35

NO 1000 32 17 5 2 62 -19 1 0 37 19

IS 501 20 5 2 0 77 -5 1 0 22 5

Total 'Oui'

Total 'Yes'

Gesamt 'Ja'

Non

No

Nein

NSP/NR

DK/NA

WN/KA

Oui, et vous avez pris des mesures

pour résoudre le(s) problème(s)

Yes, and you took action to solve the

problem(s)

Ja, und ich habe etwas

unternommen um das/die Problem(e)

zu lösen

Oui, mais vous n’avez rien entrepris

Yes, but you did not do anything

Ja, aber ich habe nichts

unternommen

Q10 Au cours des 12 derniers mois, avez-vous eu une raison légitime de déposer une plainte lors de l’achat ou de l’utilisation d’un bien ou un service en (NOTRE PAYS)?

Q10 In the past 12 months, have you had legitimate cause for complaint when buying or using any goods or services in (OUR COUNTRY)?

Q10 Hatten Sie in den letzten 12 Monaten beim Kauf oder der Nutzung von Waren oder Dienstleistungen in (UNSER LAND) berechtigten Grund für eine Beschwerde?

T21


% (Total N)

EU 27 6543

BE 169

BG 302

CZ 352

DK 245

DE 293

EE 238

IE 298

EL 324

ES 282

FR 110

IT 207

CY 188

LV 258

LT 205

LU 47

HU 294

MT 85

NL 366

AT 200

PL 328

PT 200

RO 155

SI 227

SK 338

FI 324

SE 358

UK 306

HR 346

IS 114

NO 366Base: Only the respondents who had a legitimate cause for complaint when buying or using any goods or services.

87 13

66 34

90 10

90 10

90 10

90 10

85 15

66 34

84 16

88 12

87 13

91 9

88 12

73 27

84 16

64 36

74 26

71 29

62 38

67 33

75 25

64 36

88 12

69 31

84 16

92 8

91 9

61 39

70 30

83 17

77 23

Oui, mais vous n’avez rien entrepris

Yes, but you did not do anything

Ja, aber ich habe nichts unternommen

Flash EB358

Oui, et vous avez pris des mesures pour résoudre le(s) problème(s)

Yes, and you took action to solve the problem(s)

Ja, und ich habe etwas unternommen um das/die Problem(e) zu lösen

Flash EB358

Q10b Au cours des 12 derniers mois, avez-vous eu une raison légitime de déposer une plainte lors de l’achat ou de l’utilisation d’un bien ou un service en (NOTRE PAYS)?

Q10b In the past 12 months, have you had legitimate cause for complaint when buying or using any goods or services in (OUR COUNTRY)?

Q10b Hatten Sie in den letzten 12 Monaten beim Kauf oder der Nutzung von Waren oder Dienstleistungen in (UNSER LAND) berechtigten Grund für eine Beschwerde?

T22


% (Total N)

EU 27 5457

BE 130

BG 184

CZ 245

DK 225

DE 267

EE 164

IE 250

EL 208

ES 248

FR 74

IT 155

CY 134

LV 160

LT 132

LU 35

HU 215

MT 71

NL 332

AT 176

PL 287

PT 173

RO 102

SI 192

SK 306

FI 276

SE 323

UK 274

HR 230

IS 103

NO 318 91 9

93 17

84 15

93 4

93 10

89 18

95 7

84 14

67 11

89 9

92 11

89 14

86 9

72 11

88 12

92 11

82 10

80 10

73 5

88 14

74 24

81 16

86 10

90 12

65 26

95 10

90 12

83 17

86 15

73 15

90 8

Vous vous êtes plaint auprès du détaillant/fournisseur

You complained about it to the retailer/provider

Sie haben sich darüber beim Verkäufer / Anbieter beschwert

Flash EB358

Vous vous êtes plaint auprès du fabricant

You complained about it to the manufacturer

Sie haben sich darüber beim Hersteller beschwert

Flash EB358

Q11 Et qu’avez-vous fait? (PLUSIEURS REPONSES POSSIBLES)

Q11 And what did you do? (MULTIPLE ANSWERS POSSIBLE)

Q11 Und was haben Sie unternommen? (MEHRFACHNENNUNGEN MÖGLICH)

T23


% (Total N)

EU 27 5457

BE 130

BG 184

CZ 245

DK 225

DE 267

EE 164

IE 250

EL 208

ES 248

FR 74

IT 155

CY 134

LV 160

LT 132

LU 35

HU 215

MT 71

NL 332

AT 176

PL 287

PT 173

RO 102

SI 192

SK 306

FI 276

SE 323

UK 274

HR 230

IS 103

NO 318




You complained about it to a public authority

You brought the matter to an out-of-court dispute resolution body (ADR) such as an

ombudsman, arbitration, mediation or conciliation body

Vous vous êtes plaint auprès d’une autorité publique

Vous avez soumis le cas à un organisme de règlement extrajudiciaire des litiges (ADR) tel qu’un médiateur, un organisme d’arbitrage, de

médiation ou de conciliation

5 5

Flash EB358

Flash EB358

Sie haben sich darüber bei einer Behörde beschwert

Sie haben sich mit der Angelegenheit an eine Stelle zur außergerichtlichen Streitbeilegung

(ADR) gewendet, z.B. an einen Bürgerbeauftragten, eine Schiedsstelle, einen

Mediator oder eine Schlichtungsstelle

6 1

5 1

10 16

8 1

3 3

5 1

11 7

7 8

1 2

11 1

3 4

6 19

2 14

2 3

7 2

4 3

5 3

3 2

9 5

1 5

2 1

3 0

2 3

9 1

8 8

2 1

2 1

2 2

1 2

2 1

T24


% (Total N)

EU 27 5457

BE 130

BG 184

CZ 245

DK 225

DE 267

EE 164

IE 250

EL 208

ES 248

FR 74

IT 155

CY 134

LV 160

LT 132

LU 35

HU 215

MT 71

NL 332

AT 176

PL 287

PT 173

RO 102

SI 192

SK 306

FI 276

SE 323

UK 274

HR 230

IS 103

NO 318




You took the business concerned to Court Other (DO NOT READ OUT)

Vous avez porté l’affaire concernée devant un tribunal Autre (NE PAS LIRE)

2 4

Flash EB358

Flash EB358

Sie haben das betreffende Unternehmen vor Gericht gebracht Andere (NICHT VORLESEN)

1 1

0 3

4 4

0 3

1 8

0 1

1 5

2 8

3 3

0 2

2 4

16 6

13 2

1 20

0 11

1 3

0 3

1 5

3 3

1 3

1 2

0 3

1 5

4 15

2 1

0 1

1 2

1 2

2 4

2 4

T25


% (Total N)

EU 27 5457

BE 130

BG 184

CZ 245

DK 225

DE 267

EE 164

IE 250

EL 208

ES 248

FR 74

IT 155

CY 134

LV 160

LT 132

LU 35

HU 215

MT 71

NL 332

AT 176

PL 287

PT 173

RO 102

SI 192

SK 306

FI 276

SE 323

UK 274

HR 230

IS 103

NO 318

NSP/NR S'est plaint au moins une fois auprès du détaillant/fournisseur ou fabricant




WN/KA S'est plaint au moins une fois auprès du détaillant/fournisseur ou fabricant

S'est plaint uniquement auprès du détaillant/fournisseur ou fabricant

Flash EB358


DK/NA Complained at least once to the retailer/provider/manufacturer

Complained solely to the retailer/provider/manufacturer

85

1 81 68

Flash EB358

Flash EB358

0 92

99 93

1 95

1 94 90

0

1 93 88

0

92

0 91 86

77

0 92 79

96 91

0 85

91 88

1 89

0 81 63

0

2 78 74

0

86

0 85 80

90

0 93 92

75 73

0 94

97 95

1 94

0 95 89

0

1 77 72

0

90

0 91 83

93

0 97 95

92 90

0 97

97 84

0 95

0 98 96

1

1 96 94

92

0 96 91

T26


% (Total N)

EU 27 25543

BE 1002

BG 1002

CZ 1000

DK 1003

DE 1000

EE 1000

IE 1000

EL 1000

ES 1000

FR 1003

IT 1006

CY 504

LV 1000

LT 1002

LU 500

HU 1002

MT 500

NL 1006

AT 1002

PL 1000

PT 999

RO 1004

SI 1000

SK 1000

FI 1007

SE 1000

UK 1001

HR 1002

IS 501

NO 1000Base: All respondents

29 3

26 5

19 3

19 1

29 3

24 5

31 2

15 2

7 1

17 2

30 3

16 3

25 3

5 1

19 3

13 2

22 3

13 2

10 1

22 3

5 2

13 2

14 2

23 3

13 5

23 2

20 3

22 4

18 3

9 2

17 2

Vous vous êtes plaint auprès du détaillant/fournisseur

You complained about it to the retailer/provider

Sie haben sich darüber beim Verkäufer / Anbieter beschwert

Flash EB358

Vous vous êtes plaint auprès du fabricant

You complained about it to the manufacturer

Sie haben sich darüber beim Hersteller beschwert

Flash EB358

Q11b Et qu’avez-vous fait? (PLUSIEURS REPONSES POSSIBLES)

Q11b And what did you do? (MULTIPLE ANSWERS POSSIBLE)

Q11b Und was haben Sie unternommen? (MEHRFACHNENNUNGEN MÖGLICH)

T27


% (Total N)

EU 27 25543

BE 1002

BG 1002

CZ 1000

DK 1003

DE 1000

EE 1000

IE 1000

EL 1000

ES 1000

FR 1003

IT 1006

CY 504

LV 1000

LT 1002

LU 500

HU 1002

MT 500

NL 1006

AT 1002

PL 1000

PT 999

RO 1004

SI 1000

SK 1000

FI 1007

SE 1000

UK 1001

HR 1002

IS 501





You complained about it to a public authority You brought the matter to an out-of-court dispute

resolution body (ADR) such as an ombudsman, arbitration, mediation or conciliation body

Vous vous êtes plaint auprès d’une autorité publique

Vous avez soumis le cas à un organisme de règlement extrajudiciaire des litiges (ADR) tel qu’un médiateur, un organisme d’arbitrage, de

médiation ou de conciliation

1 1

Flash EB358

Flash EB358

Sie haben sich darüber bei einer Behörde beschwert

Sie haben sich mit der Angelegenheit an eine Stelle zur außergerichtlichen Streitbeilegung (ADR)

gewendet, z.B. an einen Bürgerbeauftragten, eine Schiedsstelle, einen Mediator oder eine

Schlichtungsstelle

1 0

1 0

1 2

1 0

1 1

1 0

3 2

1 2

0 1

3 0

0 1

0 1

0 1

0 0

1 0

1 1

1 0

1 0

2 1

0 1

0 0

1 0

0 0

1 0

2 2

1 0

0 0

1 0

0 0

0 0

T28


% (Total N)

EU 27 25543

BE 1002

BG 1002

CZ 1000

DK 1003

DE 1000

EE 1000

IE 1000

EL 1000

ES 1000

FR 1003

IT 1006

CY 504

LV 1000

LT 1002

LU 500

HU 1002

MT 500

NL 1006

AT 1002

PL 1000

PT 999

RO 1004

SI 1000

SK 1000

FI 1007

SE 1000

UK 1001

HR 1002

IS 501





You took the business concerned to Court Other (DO NOT READ OUT)

Vous avez porté l’affaire concernée devant un tribunal Autre (NE PAS LIRE)

0 1

Flash EB358

Flash EB358

Sie haben das betreffende Unternehmen vor Gericht gebracht Andere (NICHT VORLESEN)

0 0

0 1

1 1

0 0

0 2

0 0

0 1

0 2

1 1

0 1

0 1

1 0

1 0

0 3

0 2

0 1

0 0

0 1

1 1

0 1

0 0

0 1

0 1

0 2

0 0

0 0

0 1

0 0

0 1

0 1

T29


% (Total N)

EU 27 25543

BE 1002

BG 1002

CZ 1000

DK 1003

DE 1000

EE 1000

IE 1000

EL 1000

ES 1000

FR 1003

IT 1006

CY 504

LV 1000

LT 1002

LU 500

HU 1002

MT 500

NL 1006

AT 1002

PL 1000

PT 999

RO 1004

SI 1000

SK 1000

FI 1007

SE 1000

UK 1001

HR 1002

IS 501


NSP/NR S'est plaint au moins une fois auprès du détaillant/fournisseur ou fabricant




WN/KA S'est plaint au moins une fois auprès du détaillant/fournisseur ou fabricant


Flash EB358


DK/NA Complained at least once to the retailer/provider/manufacturer

Complained solely to the retailer/provider/manufacturer

18

87 11 9

Flash EB358

Flash EB358

79 20

24 23

78 21

82 17 17

76

84 15 14

75

21

73 24 23

16

75 23 20

24 23

79 18

14 14

74 24

93 6 5

85

87 10 10

93

23

84 14 13

19

86 13 13

5 5

79 20

17 17

72 27

67 31 29

82

90 8 7

81

26

83 16 14

29

73 27 26

18 17

69 30

27 23

77 22

68 32 31

73

69 31 30

21

80 20 19

T30


% (Total N)

EU 27 4684

BE 95

BG 166

CZ 233

DK 203

DE 221

EE 142

IE 225

EL 134

ES 217

FR 55

IT 126

CY 111

LV 127

LT 96

LU 25

HU 189

MT 66

NL 307

AT 156

PL 247

PT 146

RO 69

SI 170

SK 285

FI 246

SE 306

UK 255

HR 193

IS 96

NO 290 2147 30 10 11 2 77

6413 22

1 75 24

24

50 25 6 18

1

21

35

24 30 19 26 1 54 45

40

46 32 10 11 1 78

759 13

0 77 23

31

38 39 11 12

3

45

22

36 37 13 11 3 73 24

44

17 38 19 26 0 55

7014 15

2 68 30

27

17 51 15 15

1

34

29

30 42 10 16 2 72 26

43

32 32 15 19 2 64

5228 20

0 37 63

33

24 13 19 44

0

33

48

21 44 21 13 1 65 34

19

29 36 14 19 2 65

6411 23

0 60 40

36

22 38 19 21

2

31

34

27 27 17 27 2 54 44

28

27 40 14 17 2 67

5816 25

1 48 51

25

18 30 21 30

1

31

41

16 36 21 27 0 52 48

33

33 31 14 17 5 64

6614 19

1 75 24

41

40 35 13 11

1

43

33

47 24 11 16 2 71 27

25

23 32 17 26 2 55

Gesamt 'Unzufrieden'

Flash EB358

32 34 14

1 51 48

33

Flash EB358

DK/NA

WN/KA

Flash EB358

Flash EB358

21 30 18 30

Not very satisfied

Nicht sehr zufrieden

Total 'Not satisfied'

Pas du tout satisfait(e)

Not at all satisfied

Überhaupt nicht

zufrieden

19 1 66

Total 'Satisfied'

Gesamt 'Zufrieden'

Flash EB358

Very satisfied

sehr zufrieden

Flash EB358

Assez satisfait(e)

Fairly satisfied

ziemlich zufrieden

Flash EB358

Q12.1 Wie zufrieden oder unzufrieden waren Sie insgesamt mit der Art und Weise, wie mit Ihrer/Ihren Beschwerde(n) umgegangen wurde? Durch…

den Verkäufer/Anbieter

Très satisfait(e)

Pas très satisfait(e) NSP/NR Total 'Pas

satisfait(e)'Total

'Satisfait(e)'

Q12.1 D’une manière générale, étiez-vous satisfait(e) ou mécontent(e) de la façon dont votre/vos plainte(s) a/ont été traitée(s) par:

Le détaillant/fournisseur

Q12.1 In general, how satisfied or dissatisfied were you with the way your complaint(s) was (were) dealt with by the:

Retailer/provider

T31


% (Total N)

EU 27 792

BE 20

BG 16

CZ 24

DK 27

DE 45

EE 16

IE 30

EL 55

ES 35

FR 18

IT 25

CY 13

LV 16

LT 6

LU 4

HU 25

MT 8

NL 35

AT 25

PL 27

PT 25

RO 11

SI 17

SK 29

FI 49

SE 23

UK 45

HR 35

IS 4

NO 30 3033 31 25 5 6 64

558 34

0 60 40

21

60 0 0 40

3

32

42

20 18 23 38 1 38 61

34

42 26 19 13 0 68

835 12

3 80 17

22

43 37 6 11

0

27

17

23 31 26 12 8 54 38

61

30 33 10 17 10 63

670 28

9 40 51

22

12 28 25 26

5

35

28

19 52 9 18 2 71 27

45

43 18 13 22 4 61

5520 0

0 59 41

39

20 39 18 23

25

37

20

14 47 23 16 0 61 39

16

17 46 17 20 0 63

4929 22

14 53 33

14

36 17 0 33

0

28

51

0 25 14 61 0 25 75

35

24 37 24 4 11 61

609 28

2 45 53

27

16 29 26 27

3

42

37

12 42 15 31 0 54 46

33

45 13 7 35 0 58

5322 20

6 72 22

45

40 32 8 14

5

29

42

42 17 11 24 6 59 35

8

31 40 4 25 0 71


Flash EB358

30 29 15

0 62 38

37

Flash EB358

DK/NA

WN/KA

Flash EB358

Flash EB358

29 33 13 25

Not very satisfied





Überhaupt nicht

zufrieden

22 4 59

Total 'Satisfied'

Gesamt 'Zufrieden'

Flash EB358

Very satisfied

sehr zufrieden

Flash EB358

Assez satisfait(e)

Fairly satisfied

ziemlich zufrieden

Flash EB358


den Hersteller

Très satisfait(e)


satisfait(e)'Total

'Satisfait(e)'


Le fabricant


Manufacturer

T32


% (Total N)

EU 27 288

BE 12

BG 9

CZ 14

DK 10

DE 9

EE 13

IE 4

EL 14

ES 27

FR 5

IT 5

CY 14

LV 10

LT 3

LU 1

HU 6

MT 3

NL 12

AT 3

PL 4

PT 16

RO 9

SI 3

SK 9

FI 4

SE 6

UK 23

HR 4

IS 1

NO 6 3053 0 7 23 17 53

6015 21

100 0 0

39

0 0 0 0

4

20

36

0 100 0 0 0 100 0

21

28 52 0 20 0 80

5724 19

0 73 27

0

0 73 0 27

0

47

43

13 32 19 24 12 45 43

57

0 41 0 47 12 41

330 46

16 28 56

33

0 28 25 31

21

39

46

0 46 18 36 0 46 54

0

10 51 14 25 0 61

00 100

0 33 67

0

0 33 0 67

0

0

100

0 30 54 6 10 30 60

0

28 72 0 0 0 100

3612 0

0 32 68

21

6 26 33 35

52

23

12

38 0 30 32 0 38 62

15

16 33 23 0 28 49

6123 16

5 46 49

19

16 30 19 30

0

41

39

0 24 23 53 0 24 76

42

33 26 26 15 0 59

6118 21

27 32 41

31

21 11 31 10

0

67

39

34 25 6 8 27 59 14

30

10 23 23 44 0 33


Flash EB358

16 31 19

0 33 67

42

Flash EB358

DK/NA

WN/KA

Flash EB358

Flash EB358

12 21 12 55

Not very satisfied





Überhaupt nicht

zufrieden

23 11 47

Total 'Satisfied'

Gesamt 'Zufrieden'

Flash EB358

Very satisfied

sehr zufrieden

Flash EB358

Assez satisfait(e)

Fairly satisfied

ziemlich zufrieden

Flash EB358


die Behörde

Très satisfait(e)


satisfait(e)'Total

'Satisfait(e)'


L’autorité publique


Public authority

T33


% (Total N)

EU 27 280

BE 21

BG 2

CZ 2

DK 3

DE 8

EE 2

IE 5

EL 16

ES 18

FR 14

IT 6

CY 1

LV 4

LT 3

LU 5

HU 5

MT 2

NL 11

AT 1

PL 14

PT 8

RO 1

SI 5

SK 1

FI 2

SE 3

UK 21

HR 1

IS 2

NO 5 3729 34 12 25 0 63

722 7

0 23 77

46

23 0 77 0

19

25

9

0 69 0 31 0 69 31

26

0 21 0 25 54 21

590 41

0 100 0

12

100 0 0 0

0

0

41

0 0 100 0 0 0 100

47

0 100 0 0 0 100

00 100

0 67 33

0

26 41 21 12

0

17

100

36 13 12 21 18 49 33

0

16 38 6 11 29 54

750 25

0 61 39

42

61 0 0 39

0

0

25

51 17 0 17 15 68 17

33

68 32 0 0 0 100

5634 0

56 44 0

56

0 44 0 0

10

16

34

0 0 0 100 0 0 100

0

32 48 16 0 4 80

450 18

4 40 56

20

21 19 46 10

37

57

18

13 20 43 24 0 33 67

25

0 43 0 57 0 43

1000 0

13 26 61

100

14 12 31 30

0

67

0

68 32 0 0 0 100 0

0

0 0 0 67 33 0


Flash EB358

24 33 20

0 75 25

32

Flash EB358

DK/NA

WN/KA

Flash EB358

Flash EB358

39 36 14 11

Not very satisfied





Überhaupt nicht

zufrieden

12 11 57

Total 'Satisfied'

Gesamt 'Zufrieden'

Flash EB358

Very satisfied

sehr zufrieden

Flash EB358

Assez satisfait(e)

Fairly satisfied

ziemlich zufrieden

Flash EB358


eine Stelle zur außergerichtlichen Streitbeilegung (ADR)

Très satisfait(e)


satisfait(e)'Total

'Satisfait(e)'


Un organisme de règlement extrajudiciaire des litiges (ADR)


An out-of-court dispute resolution body (ADR)

T34


% (Total N)

EU 27 102

BE 5

BG 1

CZ 3

DE 2

IE 8

EL 3

ES 3

FR 12

IT 3

LV 1

LT 1

LU 5

HU 2

NL 3

AT 2

PL 3

PT 6

RO 4

SI 2

FI 3

SE 1

UK 5

HR 4

IS 2

NO 4 0 90 1090 0 10 0

100

0 0 0 100 0 0 100

0 0 55 45

100 00 0

0 0

0

30 17 0 53 0 47 53

0 0

100

0 0 0 100 0 0 100

0 0 0 100

33 330 34

0 0

34

70 30 0 0 0 100 0

0 33

31

87 0 0 0 13 87 0

69 0 0 31

100 00 0

0 69

0

0 39 17 19 25 39 36

0 0

0

0 48 0 39 13 48 39

0 0 0 0

36 2511 28

100 0

39

0 0 100 0 0 0 100

25 0

100

14 57 13 11 5 71 24

0 0 0 100

16 3719 28

0 0

47

21 37 0 19 23 58 19

37 0

35

0 0 100 0 0 0 100

0 0 0 35

0 770 23

65 0

23

0 0 0 0 100 0 0

50 27



Flash EB358

24 27 13 25 11 51 38

DK/NA

WN/KA

Flash EB358

Total 'Satisfait(e)'

Total 'Satisfied'

Gesamt 'Zufrieden'

Flash EB358

Not very satisfied


Flash EB358



Überhaupt nicht

zufrieden

Flash EB358

Very satisfied

sehr zufrieden

Flash EB358

Assez satisfait(e)

Fairly satisfied

ziemlich zufrieden

Flash EB358

Très satisfait(e)


satisfait(e)'


das Gericht


Le tribunal


Court

T35


% (Total N)Flash EB

358

Diff.Flash EB

332

Flash EB358

Diff.Flash EB

332

Flash EB358

Diff.Flash EB

332

Flash EB358

Diff.Flash EB

332EU 27 1086 27 -8 37 -5 19 9 18 3

BE 39 35 -2 34 -11 27 4 41 3

BG 117 22 -21 23 1 14 6 12 7

CZ 107 36 -4 52 18 18 12 26 21

DK 20 3 -5 71 51 3 3 3 -3

DE 27 21 8 40 -15 12 3 12 3

EE 74 9 -7 30 6 3 1 6 -1

IE 48 38 -12 24 -1 9 -2 11 -19

EL 116 36 -1 26 -16 29 18 21 4

ES 34 28 9 38 -13 16 16 32 23

FR 36 30 -5 29 7 36 27 20 16

IT 51 21 -31 24 3 11 5 2 -5

CY 54 32 12 25 0 20 5 10 10

LV 98 22 -2 48 18 17 16 13 6

LT 74 21 -13 29 6 4 3 10 6

LU 12 26 19 7 -36 44 35 33 9

HU 79 12 -9 51 11 12 5 11 0

MT 14 16 -16 50 22 5 -25 5 5

NL 34 24 24 39 32 16 16 14 8

AT 25 25 -10 43 13 14 14 9 9

PL 41 11 -14 48 1 8 -6 22 9

PT 26 55 38 38 14 34 34 21 9

RO 53 32 -26 43 -14 13 3 11 -8

SI 35 18 -9 18 -2 8 8 7 0

SK 32 37 17 43 10 20 17 12 -2

FI 48 14 -6 56 5 9 2 9 -8

SE 35 8 -13 53 3 10 6 7 7

UK 31 50 6 49 -1 42 19 43 4

HR 117 36 31 16 19

NO 48 17 -10 34 2 12 12 12 12

IS 11 24 -13 49 40 33 33 0 0

Vous ne saviez comment et où vous plaindre

You did not know how or where to complain

Sie wussten nicht, wo und wie Sie sich

beschweren sollten

Vous n’étiez pas certain(e) de vos droits

en tant que consommateur

You were not sure of your rights as a

consumer

Sie waren sich Ihrer Rechte als Verbraucher

nicht bewusst

Il était peu probable d’avoir une solution satisfaisante à votre

problème

You were unlikely to get a satisfactory solution to

the problem you encountered

Sie hielten es für unwahrscheinlich, dass

für Ihr Problem eine zufriedenstellende Lösung gefunden

worden wäre

Les sommes en jeu étaient trop petites

The sums involved were too small

Die Summe, um die es ging, war zu gering

Q13 Quelles sont les principales raisons pour lesquelles vous n’avez rien entrepris? (PLUSIEURS REPONSES POSSIBLES)

Q13 What were the main reasons why you did not take action? (MULTIPLE ANSWERS POSSIBLE)

Q13 Was waren die Hauptgründe weswegen Sie nichts unternommen haben? (MEHRFACHNENNUNGEN MÖGLICH)

T36


% (Total N)Flash EB

358

Diff.Flash EB

332

Flash EB358

Diff.Flash EB

332

Flash EB358

Diff.Flash EB

332

Flash EB358

Diff.Flash EB

332EU 27 1086 37 10 15 4 15 -3 1 -3

BE 39 31 -11 23 7 14 1 2 2

BG 117 25 11 14 10 12 -6 0 -5

CZ 107 41 21 21 18 12 -14 0 0

DK 20 40 30 14 14 11 -26 0 -19

DE 27 39 30 8 8 14 -18 0 0

EE 74 34 8 4 4 29 -2 3 -1

IE 48 21 5 6 3 23 1 0 0

EL 116 37 6 23 1 5 -7 1 1

ES 34 36 2 10 3 23 7 0 0

FR 36 41 10 25 25 5 -7 5 -1

IT 51 26 22 6 2 19 9 2 -13

CY 54 18 10 25 5 21 0 0 0

LV 98 53 23 7 1 10 -9 1 0

LT 74 32 6 13 9 14 -6 4 1

LU 12 43 31 20 13 10 -12 11 11

HU 79 23 -3 7 3 17 7 0 -5

MT 14 12 12 20 9 18 -10 0 0

NL 34 16 -1 0 -32 42 -31 0 0

AT 25 7 1 7 1 13 -25 5 -5

PL 41 29 0 12 2 18 4 0 -2

PT 26 37 18 25 23 3 -53 0 -2

RO 53 37 -2 19 -8 9 -4 2 1

SI 35 16 -6 8 8 35 12 1 -11

SK 32 25 16 18 17 15 -9 0 -5

FI 48 17 3 8 3 23 0 0 0

SE 35 57 34 6 6 9 -11 0 -8

UK 31 75 32 28 9 17 -3 0 -7

HR 117 27 14 10 0

NO 48 31 9 3 -3 23 -15 1 0

IS 11 31 15 42 42 0 -32 6 -19

Q13 Quelles sont les principales raisons pour lesquelles vous n’avez rien entrepris? (PLUSIEURS REPONSES POSSIBLES)

Q13 What were the main reasons why you did not take action? (MULTIPLE ANSWERS POSSIBLE)

Q13 Was waren die Hauptgründe weswegen Sie nichts unternommen haben? (MEHRFACHNENNUNGEN MÖGLICH)

Vous pensiez que cela prendrait trop de temps

Vous avez essayé de vous plaindre pour d’autres problèmes par le passé mais cela n’avait pas

abouti

Autre (NE PAS LIRE) NSP/NR

Other (DO NOT READ OUT) DK/NA

Sie dachten, es würde zu lange dauern

Sie hatten sich in der Vergangenheit schon

einmal aufgrund anderer Probleme beschwert,

hatten aber keinen Erfolg

Sonstiges (NICHT VORLESEN) WN/KA

You thought it would take too long

You tried to complain about other problems in the past but were not

successful

T37


% (Total N)Flash EB

358

Diff.Flash EB

332

Flash EB358

Diff.Flash EB

332

Flash EB358

Diff.Flash EB

332

EU 27 25543 47 5 15 5 8 2

BE 1002 30 5 26 10 7 2

BG 1002 25 8 10 4 4 0

CZ 1000 60 9 7 1 5 1

DK 1003 61 4 33 7 13 4

DE 1000 59 4 13 3 6 0

EE 1000 30 4 17 7 9 3

IE 1000 40 11 48 12 19 5

EL 1000 21 5 15 8 9 4

ES 1000 35 10 12 4 9 3

FR 1003 51 0 19 10 10 4

IT 1006 29 7 11 4 6 3

CY 504 5 -1 31 7 15 2

LV 1000 30 4 15 5 10 4

LT 1002 31 11 11 4 6 2

LU 500 14 1 41 -3 8 2

HU 1002 33 9 7 4 3 1

MT 500 11 5 42 7 24 4

NL 1006 72 7 19 3 10 1

AT 1002 42 10 37 3 6 1

PL 1000 54 8 5 0 1 -1

PT 999 17 2 10 1 6 2

RO 1004 28 10 5 2 3 1

SI 1000 33 6 14 5 8 4

SK 1000 49 10 18 8 7 4

FI 1007 47 -2 26 5 15 5

SE 1000 59 -2 17 3 10 2

UK 1001 66 -1 20 5 19 4

HR 1002 17 6 9

NO 1000 47 -11 24 -1 20 5

IS 501 29 -2 20 6 25 1

Oui, auprès d’un détaillant/ fournisseur établi en dehors de

l’UE

Yes, from a retailer/ provider located outside the EU

Ja, von einem Verkäufer / Anbieter mit Sitz außerhalb der

EU

Oui, auprès d’un détaillant/ fournisseur établi en (NOTRE

PAYS)

Yes, from a retailer/ provider located in (OUR COUNTRY)

Ja, von einem Verkäufer / Anbieter mit Sitz in (UNSER

LAND)

Oui, auprès d’un détaillant/ fournisseur établi dans un

autre pays de l’UE

Yes, from a retailer/ provider located in another EU country

Ja, von einem Verkäufer / Anbieter mit Sitz in einem anderen EU-Mitgliedsland

Q14 Au cours des 12 derniers mois, avez-vous acheté des biens ou des services par internet (site Web, courrier électronique, etc.) en (NOTRE PAYS) ou ailleurs de l’une des façons suivantes… ? (PLUSIEURS REPONSES POSSIBLES)Q14 In the past 12 months, have you purchased any goods or services via the internet (website, email etc…) in (OUR COUNTRY) or elsewhere in any of the following ways…? (MULTIPLE ANSWERS POSSIBLE)Q14 Bitte sagen Sie mir, ob Sie in den letzten 12 Monaten in (UNSER LAND) oder anderswo über das Internet (Webseite, E-Mail etc. ...) irgendwelche Waren oder Dienstleistungen auf einem der folgenden Wege erworben haben. (MEHRFACHNENNUNGEN MÖGLICH)

T38


% (Total N)Flash EB

358

Diff.Flash EB

332

Flash EB358

Diff.Flash EB

332

Flash EB358

Diff.Flash EB

332

EU 27 25543 47 -7 1 0 53 7

BE 1002 56 -9 0 0 44 10

BG 1002 66 -12 0 0 34 12

CZ 1000 38 -9 0 0 62 10

DK 1003 29 -6 1 0 71 7

DE 1000 37 -4 1 0 63 6

EE 1000 57 -9 1 1 42 8

IE 1000 33 -10 1 0 66 10

EL 1000 66 -11 0 0 34 12

ES 1000 57 -12 0 -1 43 13

FR 1003 41 -5 1 0 58 5

IT 1006 64 -9 1 1 35 8

CY 504 58 -7 1 1 41 7

LV 1000 56 -11 1 1 43 10

LT 1002 61 -14 0 0 39 14

LU 500 50 1 0 0 50 -1

HU 1002 62 -11 0 0 37 11

MT 500 51 -6 1 1 48 5

NL 1006 26 -6 0 0 74 6

AT 1002 39 -10 1 0 60 10

PL 1000 43 -9 1 1 56 9

PT 999 73 -4 0 0 26 3

RO 1004 68 -12 1 1 31 11

SI 1000 56 -10 0 0 44 10

SK 1000 44 -12 0 0 56 13

FI 1007 41 -3 0 0 58 3

SE 1000 34 -1 1 1 64 -1

UK 1001 31 0 0 0 68 -1

HR 1002 73 1 26

NO 1000 35 3 1 0 64 -3

IS 501 45 -4 1 1 54 3

Total 'Yes'

Q14 Au cours des 12 derniers mois, avez-vous acheté des biens ou des services par internet (site Web, courrier électronique, etc.) en (NOTRE PAYS) ou ailleurs de l’une des façons suivantes… ? (PLUSIEURS REPONSES POSSIBLES)Q14 In the past 12 months, have you purchased any goods or services via the internet (website, email etc…) in (OUR COUNTRY) or elsewhere in any of the following ways…? (MULTIPLE ANSWERS POSSIBLE)

Nein WN/KA Gesamt 'Ja'

No DK/NA

Q14 Bitte sagen Sie mir, ob Sie in den letzten 12 Monaten in (UNSER LAND) oder anderswo über das Internet (Webseite, E-Mail etc. ...) irgendwelche Waren oder Dienstleistungen auf einem der folgenden Wege erworben haben. (MEHRFACHNENNUNGEN MÖGLICH)

Non NSP/NR Total 'Oui'

T39


% (Total N)

EU 27 20748

BE 835

BG 749

CZ 833

DK 941

DE 815

EE 832

IE 893

EL 735

ES 788

FR 864

IT 769

CY 429

LV 812

LT 764

LU 432

HU 726

MT 405

NL 945

AT 847

PL 813

PT 777

RO 727

SI 871

SK 818

FI 881

SE 915

UK 819

HR 763

IS 481

NO 938Base: Respondents with Internet access at home

1 6849 25 21 31

1 33

30 20 26 43 1 56

21 7 11 66

1 70

77 24 22 20 0 79

64 18 11 29

0 64

53 30 16 34 0 66

57 21 8 36

1 40

38 17 9 50 0 50

36 7 3 60

1 66

21 13 7 67 1 33

63 6 2 33

0 78

47 42 7 32 0 68

75 20 10 22

0 49

14 51 29 41 1 58

44 10 4 51

1 48

16 46 8 44 0 56

38 14 7 51

1 47

35 18 12 49 1 51

6 37 16 52

1 66

37 14 7 56 1 43

58 22 12 33

0 43

41 14 11 49 0 51

27 20 11 57

0 50

44 52 21 27 1 72

36 21 10 50

1 75

70 15 7 25 0 74

64 36 14 25

0 44

69 8 6 29 0 71

33 14 5 56

0 62

35 31 8 48 0 51

55 18 10 37

Total 'Oui'

Total 'Yes'

Gesamt 'Ja'

Flash EB358

NSP/NR

DK/NA

WN/KA

Flash EB358

Non

No

Nein

Flash EB358

Oui, auprès d’un détaillant/

fournisseur établi en dehors de l’UE

Yes, from a retailer/ provider located outside the EU

Ja, von einem Verkäufer / Anbieter mit Sitz außerhalb

der EU

Flash EB358


fournisseur établi dans un autre pays

de l’UE

Yes, from a retailer/ provider located in another EU country

Ja, von einem Verkäufer / Anbieter

mit Sitz in einem anderen EU-Mitgliedsland

Flash EB358


fournisseur établi en (NOTRE PAYS)

Yes, from a retailer/ provider located in (OUR COUNTRY)

Ja, von einem Verkäufer / Anbieter mit Sitz in (UNSER

LAND)

Flash EB358

Q14b Au cours des 12 derniers mois, avez-vous acheté des biens ou des services par internet (site Web, courrier électronique, etc.) en (NOTRE PAYS) ou ailleurs de l’une des façons suivantes… ? (PLUSIEURS REPONSES POSSIBLES)Q14b In the past 12 months, have you purchased any goods or services via the internet (website, email etc…) in (OUR COUNTRY) or elsewhere in any of the following ways…? (MULTIPLE ANSWERS POSSIBLE)Q14b Bitte sagen Sie mir, ob Sie in den letzten 12 Monaten in (UNSER LAND) oder anderswo über das Internet (Webseite, E-Mail etc. ...) irgendwelche Waren oder Dienstleistungen auf einem der folgenden Wege erworben haben. (MEHRFACHNENNUNGEN MÖGLICH)

T40


% (Total N)Flash EB

358

Diff.Flash EB

332

Flash EB358

Diff.Flash EB

332

Flash EB358

Diff.Flash EB

332

Flash EB358

Diff.Flash EB

332EU 27 25543 53 7 47 5 15 5 8 2

BE 1002 44 10 30 5 26 10 7 2

BG 1002 34 12 25 8 10 4 4 0

CZ 1000 62 10 60 9 7 1 5 1

DK 1003 71 7 61 4 33 7 13 4

DE 1000 63 6 59 4 13 3 6 0

EE 1000 42 8 30 4 17 7 9 3

IE 1000 66 10 40 11 48 12 19 5

EL 1000 34 12 21 5 15 8 9 4

ES 1000 43 13 35 10 12 4 9 3

FR 1003 58 5 51 0 19 10 10 4

IT 1006 35 8 29 7 11 4 6 3

CY 504 41 7 5 -1 31 7 15 2

LV 1000 43 10 30 4 15 5 10 4

LT 1002 39 14 31 11 11 4 6 2

LU 500 50 -1 14 1 41 -3 8 2

HU 1002 37 11 33 9 7 4 3 1

MT 500 48 5 11 5 42 7 24 4

NL 1006 74 6 72 7 19 3 10 1

AT 1002 60 10 42 10 37 3 6 1

PL 1000 56 9 54 8 5 0 1 -1

PT 999 26 3 17 2 10 1 6 2

RO 1004 31 11 28 10 5 2 3 1

SI 1000 44 10 33 6 14 5 8 4

SK 1000 56 13 49 10 18 8 7 4

FI 1007 58 3 47 -2 26 5 15 5

SE 1000 64 -1 59 -2 17 3 10 2

UK 1001 68 -1 66 -1 20 5 19 4

HR 1002 26 17 6 9

NO 1000 64 -3 47 -11 24 -1 20 5

IS 501 54 3 29 -2 20 6 25 1

Achats à distance via internet auprès

détaillants/fournisseurs situés dans d'autres pays

de l'UEDistance shopping via

internet from retailers/providers in other EU countries


détaillants/fournisseurs situés dans d'autres pays

de l'UE


détaillants/fournisseurs situés en dehors de l'UE

Distance shopping via internet from

retailers/providers outside the EU


détaillants/fournisseurs situés en dehors de l'UE

Achat de biens ou services par Internet

Purchase of goods or services via the Internet

Achat de biens ou services par Internet


détaillants/fournisseurs locaux

Distance shopping via internet from local retailers/providers


détaillants/fournisseurs locaux

Q14T Au cours des 12 derniers mois, avez-vous acheté des biens ou des services par internet (site Web, courrier électronique, etc.) en (NOTRE PAYS) ou ailleurs de l’une des façons suivantes… ? (PLUSIEURS REPONSES POSSIBLES)Q14T In the past 12 months, have you purchased any goods or services via the internet (website, email etc…) in (OUR COUNTRY) or elsewhere in any of the following ways…? (MULTIPLE ANSWERS POSSIBLE)Q14T Bitte sagen Sie mir, ob Sie in den letzten 12 Monaten in (UNSER LAND) oder anderswo über das Internet (Webseite, E-Mail etc. ...) irgendwelche Waren oder Dienstleistungen auf einem der folgenden Wege erworben haben. (MEHRFACHNENNUNGEN MÖGLICH)

T41


% (Total N)

EU 27 11942

BE 301

BG 255

CZ 601

DK 609

DE 587

EE 299

IE 399

EL 207

ES 348

FR 509

IT 297

CY 25

LV 300

LT 310

LU 69

HU 335

MT 57

NL 721

AT 418

PL 535

PT 169

RO 279

SI 335

SK 494

FI 475

SE 587

UK 659

HR 167

IS 146

NO 468

29 70 1

21 78 1

33 67 0

15 84 1

21 79 0

31 68 1

22 78 0

22 78 0

19 81 0

22 78 0

28 72 0

35 64 1

8 92 0

34 66 0

12 85 3

15 85 0

18 80 2

12 88 0

28 72 0

30 70 0

26 74 0

41 59 0

20 80 0

26 74 0

26 73 1

22 77 1

22 78 0

22 78 0

22 78 0

18 82 0

30 70 0

Happened

Ist vorgekommen

Flash EB358

A delay in the delivery of something purchased from a retailer/provider located in (OUR COUNTRY)

Ne s’est pas produit

Did not happen

Ist nicht vorgekommen

Flash EB358

S’est produit NSP/NR

DK/NA

WN/KA

Flash EB358

Q15.1 Ist während der letzten 12 Monate eine der folgenden Situationen vorgekommen, als sie etwas über das Internet in (UNSER LAND) oder in einem anderen EU-Mitgliedsland gekauft haben? Eine Verzögerung bei der Lieferung von etwas, das bei einem Verkäufer / Anbieter mit Sitz in (UNSER LAND) gekauft wurde

Q15.1 Au cours des 12 derniers mois, vous êtes-vous retrouvé(e) dans l’une des situations suivantes lors de l’achat de quelque chose par internet en (NOTRE PAYS) ou dans un autre pays de l’UE? Un retard dans la livraison d’un achat chez un détaillant/fournisseur situé en (NOTRE PAYS)

Q15.1 During the past 12 months have any of the following situations happened to you when purchasing something via the Internet in (OUR COUNTRY) or in another EU country?

T42


% (Total N)

EU 27 11496

BE 295

BG 247

CZ 577

DK 605

DE 571

EE 298

IE 391

EL 197

ES 322

FR 499

IT 283

CY 24

LV 282

LT 288

LU 68

HU 318

MT 56

NL 710

AT 397

PL 514

PT 164

RO 264

SI 334

SK 465

FI 469

SE 582

UK 626

HR 162

IS 145


30 69 1

22 78 0

34 66 0

16 83 1

21 79 0

31 68 1

22 77 1

22 78 0

19 81 0

22 78 0

27 73 0

36 63 1

8 92 0

34 66 0

12 85 3

15 84 1

18 81 1

13 87 0

27 72 1

31 69 0

26 74 0

42 58 0

20 80 0

26 73 1

26 73 1

22 77 1

23 77 0

22 77 1

23 77 0

18 82 0

30 70 0

Happened

Ist vorgekommen

Flash EB358



Did not happen


Flash EB358


DK/NA

WN/KA

Flash EB358

Q15b.1 Ist während der letzten 12 Monate eine der folgenden Situationen vorgekommen, als sie etwas über das Internet in (UNSER LAND) oder in einem anderen EU-Mitgliedsland gekauft haben?

Eine Verzögerung bei der Lieferung von etwas, das bei einem Verkäufer / Anbieter mit Sitz in (UNSER LAND) gekauft wurde

Q15b.1 Au cours des 12 derniers mois, vous êtes-vous retrouvé(e) dans l’une des situations suivantes lors de l’achat de quelque chose par internet en (NOTRE PAYS) ou dans un autre pays de l’UE? Un retard dans la livraison d’un achat chez un détaillant/fournisseur situé en (NOTRE PAYS)

Q15b.1 During the past 12 months have any of the following situations happened to you when purchasing something via the Internet in (OUR COUNTRY) or in another EU country?

T43


% (Total N)

EU 27 12987

BE 421

BG 320

CZ 610

DK 691

DE 615

EE 394

IE 624

EL 301

ES 394

FR 555

IT 332

CY 176

LV 386

LT 369

LU 234

HU 364

MT 222

NL 737

AT 586

PL 553

PT 231

RO 301

SI 406

SK 539

FI 559

SE 626

UK 671

HR 203

IS 205

NO 555Base: Respondents who experienced at least one problem with a distance purchase by internet

21 49 30

18 66 16

32 66 2

13 69 18

18 67 15

29 64 7

18 64 18

20 71 9

14 59 27

20 72 8

20 51 29

34 62 4

2 24 74

33 65 2

3 25 72

14 78 8

14 62 24

10 74 16

25 64 11

4 10 86

22 66 12

38 54 8

13 51 36

18 51 31

25 70 5

17 58 25

22 77 1

19 69 12

16 56 28

14 66 20

27 64 9

Happened

Ist vorgekommen

Flash EB358



Did not happen


Flash EB358


DK/NA

WN/KA

Flash EB358

Q15c.1 Ist während der letzten 12 Monate eine der folgenden Situationen vorgekommen, als sie etwas über das Internet in (UNSER LAND) oder in einem anderen EU-Mitgliedsland gekauft haben?

Eine Verzögerung bei der Lieferung von etwas, das bei einem Verkäufer / Anbieter mit Sitz in (UNSER LAND) gekauft wurde

Q15c.1 Au cours des 12 derniers mois, vous êtes-vous retrouvé(e) dans l’une des situations suivantes lors de l’achat de quelque chose par internet en (NOTRE PAYS) ou dans un autre pays de l’UE? Un retard dans la livraison d’un achat chez un détaillant/fournisseur situé en (NOTRE PAYS)

Q15c.1 During the past 12 months have any of the following situations happened to you when purchasing something via the Internet in (OUR COUNTRY) or in another EU country?

T44


% (Total N)

EU 27 11942

BE 301

BG 255

CZ 601

DK 609

DE 587

EE 299

IE 399

EL 207

ES 348

FR 509

IT 297

CY 25

LV 300

LT 310

LU 69

HU 335

MT 57

NL 721

AT 418

PL 535

PT 169

RO 279

SI 335

SK 494

FI 475

SE 587

UK 659

HR 167

IS 146

NO 468

3 96 1

4 96 0

11 89 0

5 94 1

4 96 0

5 94 1

5 95 0

10 90 0

2 97 1

3 97 0

8 92 0

9 91 0

1 99 0

9 91 0

2 98 0

6 94 0

4 95 1

2 98 0

9 91 0

2 98 0

6 94 0

10 90 0

7 93 0

5 95 0

7 93 0

4 96 0

6 94 0

6 94 0

6 94 0

5 95 0

8 92 0

Happened

Ist vorgekommen

Flash EB358

You purchased something from a retailer/provider located in (OUR COUNTRY) and it was not delivered at all


Did not happen


Flash EB358


DK/NA

WN/KA

Flash EB358

Q15.2 Ist während der letzten 12 Monate eine der folgenden Situationen vorgekommen, als sie etwas über das Internet in (UNSER LAND) oder in einem anderen EU-Mitgliedsland gekauft haben?

Sie haben etwas von einem Verkäufer / Anbieter mit Sitz in (UNSER LAND) gekauft und es wurde überhaupt nicht geliefert

Q15.2 Au cours des 12 derniers mois, vous êtes-vous retrouvé(e) dans l’une des situations suivantes lors de l’achat de quelque chose par internet en (NOTRE PAYS) ou dans un autre pays de l’UE? Vous avez acheté quelque chose chez un détaillant/fournisseur en (NOTRE PAYS) et cela n’a jamais été livré


T45


% (Total N)

EU 27 11496

BE 295

BG 247

CZ 577

DK 605

DE 571

EE 298

IE 391

EL 197

ES 322

FR 499

IT 283

CY 24

LV 282

LT 288

LU 68

HU 318

MT 56

NL 710

AT 397

PL 514

PT 164

RO 264

SI 334

SK 465

FI 469

SE 582

UK 626

HR 162

IS 145


3 96 1

4 96 0

12 88 0

5 94 1

4 96 0

5 94 1

5 95 0

10 90 0

2 96 2

3 97 0

8 92 0

9 91 0

1 99 0

8 92 0

2 98 0

6 94 0

5 94 1

2 98 0

9 91 0

2 98 0

7 93 0

10 90 0

8 92 0

5 95 0

7 93 0

4 96 0

6 94 0

6 94 0

6 94 0

6 94 0

8 92 0

Happened

Ist vorgekommen

Flash EB358



Did not happen


Flash EB358


DK/NA

WN/KA

Flash EB358

Q15b.2 Ist während der letzten 12 Monate eine der folgenden Situationen vorgekommen, als sie etwas über das Internet in (UNSER LAND) oder in einem anderen EU-Mitgliedsland gekauft haben? Sie haben etwas von einem Verkäufer / Anbieter mit Sitz in (UNSER LAND) gekauft und es wurde überhaupt nicht geliefert

Q15b.2 Au cours des 12 derniers mois, vous êtes-vous retrouvé(e) dans l’une des situations suivantes lors de l’achat de quelque chose par internet en (NOTRE PAYS) ou dans un autre pays de l’UE? Vous avez acheté quelque chose chez un détaillant/fournisseur en (NOTRE PAYS) et cela n’a jamais été livré


T46


% (Total N)

EU 27 12987

BE 421

BG 320

CZ 610

DK 691

DE 615

EE 394

IE 624

EL 301

ES 394

FR 555

IT 332

CY 176

LV 386

LT 369

LU 234

HU 364

MT 222

NL 737

AT 586

PL 553

PT 231

RO 301

SI 406

SK 539

FI 559

SE 626

UK 671

HR 203

IS 205


2 68 30

3 81 16

11 87 2

4 78 18

3 82 15

4 89 7

4 78 18

9 82 9

2 71 27

3 89 8

6 65 29

9 88 3

0 26 74

9 89 2

1 29 70

5 87 8

3 74 23

1 83 16

8 81 11

0 14 86

6 83 11

9 83 8

5 59 36

3 66 31

7 88 5

3 73 24

6 93 1

5 83 12

4 67 29

5 75 20

8 84 8

Happened

Ist vorgekommen

Flash EB358



Did not happen


Flash EB358


DK/NA

WN/KA

Flash EB358

Q15c.2 Ist während der letzten 12 Monate eine der folgenden Situationen vorgekommen, als sie etwas über das Internet in (UNSER LAND) oder in einem anderen EU-Mitgliedsland gekauft haben?

Sie haben etwas von einem Verkäufer / Anbieter mit Sitz in (UNSER LAND) gekauft und es wurde überhaupt nicht geliefert

Q15c.2 Au cours des 12 derniers mois, vous êtes-vous retrouvé(e) dans l’une des situations suivantes lors de l’achat de quelque chose par internet en (NOTRE PAYS) ou dans un autre pays de l’UE?

Vous avez acheté quelque chose chez un détaillant/fournisseur en (NOTRE PAYS) et cela n’a jamais été livré


T47


% (Total N)

EU 27 3752

BE 256

BG 104

CZ 71

DK 336

DE 128

EE 172

IE 478

EL 150

ES 115

FR 191

IT 108

CY 158

LV 148

LT 107

LU 203

HU 73

MT 210

NL 195

AT 366

PL 51

PT 100

RO 55

SI 144

SK 180

FI 265

SE 172

UK 203

HR 57

IS 98

NO 236

29 70 1

18 82 0

14 86 0

16 84 0

20 79 1

23 77 0

16 84 0

17 83 0

18 82 0

21 74 5

21 79 0

8 92 0

32 68 0

17 83 0

27 73 0

9 91 0

20 79 1

18 82 0

22 78 0

42 56 2

17 83 0

23 77 0

32 68 0

27 73 0

18 82 0

25 74 1

8 92 0

20 80 0

25 75 0

26 74 0

19 81 0

Happened

Ist vorgekommen

Flash EB358

A delay in the delivery of something purchased from a retailer/provider located in another EU country


Did not happen


Flash EB358


DK/NA

WN/KA

Flash EB358

Q15.3 Ist während der letzten 12 Monate eine der folgenden Situationen vorgekommen, als sie etwas über das Internet in (UNSER LAND) oder in einem anderen EU-Mitgliedsland gekauft haben? Eine Verzögerung bei der Lieferung von etwas, das bei einem Verkäufer / Anbieter mit Sitz in einem anderen EU-Land gekauft wurde

Q15.3 Au cours des 12 derniers mois, vous êtes-vous retrouvé(e) dans l’une des situations suivantes lors de l’achat de quelque chose par internet en (NOTRE PAYS) ou dans un autre pays de l’UE?

Un retard dans la livraison d’un achat chez un détaillant/fournisseur situé dans un autre pays de l’UE


T48


% (Total N)

EU 27 3684

BE 255

BG 103

CZ 71

DK 335

DE 125

EE 172

IE 462

EL 143

ES 113

FR 191

IT 104

CY 158

LV 144

LT 104

LU 198

HU 69

MT 205

NL 192

AT 358

PL 49

PT 98

RO 52

SI 144

SK 174

FI 261

SE 169

UK 201

HR 57

IS 97


29 69 2

19 81 0

14 85 1

16 84 0

21 79 0

24 76 0

16 84 0

18 82 0

19 81 0

22 73 5

21 79 0

8 92 0

33 67 0

17 83 0

27 73 0

10 90 0

20 79 1

18 82 0

22 78 0

42 56 2

18 82 0

23 76 1

31 69 0

28 72 0

18 82 0

25 74 1

8 92 0

20 80 0

25 75 0

26 74 0

20 80 0

Happened

Ist vorgekommen

Flash EB358



Did not happen


Flash EB358


DK/NA

WN/KA

Flash EB358

Q15b.3 Ist während der letzten 12 Monate eine der folgenden Situationen vorgekommen, als sie etwas über das Internet in (UNSER LAND) oder in einem anderen EU-Mitgliedsland gekauft haben? Eine Verzögerung bei der Lieferung von etwas, das bei einem Verkäufer / Anbieter mit Sitz in einem anderen EU-Land gekauft wurde

Q15b.3 Au cours des 12 derniers mois, vous êtes-vous retrouvé(e) dans l’une des situations suivantes lors de l’achat de quelque chose par internet en (NOTRE PAYS) ou dans un autre pays de l’UE?



T49


% (Total N)

EU 27 12987

BE 421

BG 320

CZ 610

DK 691

DE 615

EE 394

IE 624

EL 301

ES 394

FR 555

IT 332

CY 176

LV 386

LT 369

LU 234

HU 364

MT 222

NL 737

AT 586

PL 553

PT 231

RO 301

SI 406

SK 539

FI 559

SE 626

UK 671

HR 203

IS 205


14 33 53

8 35 57

4 26 70

4 24 72

9 38 53

6 21 73

6 30 64

6 27 67

8 35 57

4 13 83

13 49 38

1 8 91

31 64 5

4 22 74

23 63 14

2 18 80

8 30 62

5 24 71

7 25 68

38 50 12

5 24 71

8 26 66

24 52 24

14 36 50

4 17 79

11 32 57

1 11 88

10 39 51

15 46 39

9 24 67

6 23 71

Happened

Ist vorgekommen

Flash EB358



Did not happen


Flash EB358


DK/NA

WN/KA

Flash EB358

Q15c.3 Ist während der letzten 12 Monate eine der folgenden Situationen vorgekommen, als sie etwas über das Internet in (UNSER LAND) oder in einem anderen EU-Mitgliedsland gekauft haben? Eine Verzögerung bei der Lieferung von etwas, das bei einem Verkäufer / Anbieter mit Sitz in einem anderen EU-Land gekauft wurde




T50


% (Total N)

EU 27 3752

BE 256

BG 104

CZ 71

DK 336

DE 128

EE 172

IE 478

EL 150

ES 115

FR 191

IT 108

CY 158

LV 148

LT 107

LU 203

HU 73

MT 210

NL 195

AT 366

PL 51

PT 100

RO 55

SI 144

SK 180

FI 265

SE 172

UK 203

HR 57

IS 98

NO 236

1 98 1

4 96 0

4 96 0

9 91 0

3 97 0

2 98 0

4 95 1

7 92 1

7 93 0

11 87 2

7 92 1

9 91 0

17 83 0

3 97 0

12 87 1

5 95 0

7 93 0

9 91 0

10 90 0

10 88 2

7 93 0

2 98 0

10 90 0

7 92 1

6 93 1

7 93 0

4 96 0

3 97 0

7 92 1

6 93 1

6 94 0

Happened

Ist vorgekommen

Flash EB358

You purchased something from a retailer/provider located in another EU country and it was not delivered at all


Did not happen


Flash EB358


DK/NA

WN/KA

Flash EB358

Q15.4 Ist während der letzten 12 Monate eine der folgenden Situationen vorgekommen, als sie etwas über das Internet in (UNSER LAND) oder in einem anderen EU-Mitgliedsland gekauft haben? Sie haben etwas von einem Verkäufer / Anbieter mit Sitz in einem anderen EU-Land gekauft und es wurde überhaupt nicht geliefert

Q15.4 Au cours des 12 derniers mois, vous êtes-vous retrouvé(e) dans l’une des situations suivantes lors de l’achat de quelque chose par internet en (NOTRE PAYS) ou dans un autre pays de l’UE?

Vous avez acheté quelque chose chez un détaillant/fournisseur situé dans un autre pays de l’UE et cela n’a jamais été livré


T51


% (Total N)

EU 27 3684

BE 255

BG 103

CZ 71

DK 335

DE 125

EE 172

IE 462

EL 143

ES 113

FR 191

IT 104

CY 158

LV 144

LT 104

LU 198

HU 69

MT 205

NL 192

AT 358

PL 49

PT 98

RO 52

SI 144

SK 174

FI 261

SE 169

UK 201

HR 57

IS 97


1 98 1

4 96 0

4 96 0

9 91 0

3 97 0

2 98 0

4 95 1

7 92 1

7 93 0

11 87 2

6 93 1

10 90 0

17 83 0

3 97 0

12 88 0

5 95 0

7 93 0

8 92 0

9 91 0

10 88 2

7 93 0

2 98 0

11 89 0

8 91 1

7 92 1

7 93 0

4 96 0

3 97 0

7 92 1

6 93 1

6 94 0

Happened

Ist vorgekommen

Flash EB358



Did not happen


Flash EB358


DK/NA

WN/KA

Flash EB358

Q15b.4 Ist während der letzten 12 Monate eine der folgenden Situationen vorgekommen, als sie etwas über das Internet in (UNSER LAND) oder in einem anderen EU-Mitgliedsland gekauft haben? Sie haben etwas von einem Verkäufer / Anbieter mit Sitz in einem anderen EU-Land gekauft und es wurde überhaupt nicht geliefert

Q15b.4 Au cours des 12 derniers mois, vous êtes-vous retrouvé(e) dans l’une des situations suivantes lors de l’achat de quelque chose par internet en (NOTRE PAYS) ou dans un autre pays de l’UE?



T52


% (Total N)

EU 27 12987

BE 421

BG 320

CZ 610

DK 691

DE 615

EE 394

IE 624

EL 301

ES 394

FR 555

IT 332

CY 176

LV 386

LT 369

LU 234

HU 364

MT 222

NL 737

AT 586

PL 553

PT 231

RO 301

SI 406

SK 539

FI 559

SE 626

UK 671

HR 203

IS 205


1 47 52

2 41 57

1 29 70

2 26 72

2 46 52

1 27 72

1 34 65

2 31 67

3 40 57

2 16 82

4 58 38

1 8 91

16 79 5

1 26 73

11 75 14

1 19 80

3 35 62

2 27 71

3 29 68

9 79 12

2 27 71

1 34 65

8 69 23

4 45 51

1 19 80

3 41 56

1 11 88

1 47 52

4 56 40

2 30 68

2 27 71

Happened

Ist vorgekommen

Flash EB358



Did not happen


Flash EB358


DK/NA

WN/KA

Flash EB358

Q15c.4 Ist während der letzten 12 Monate eine der folgenden Situationen vorgekommen, als sie etwas über das Internet in (UNSER LAND) oder in einem anderen EU-Mitgliedsland gekauft haben? Sie haben etwas von einem Verkäufer / Anbieter mit Sitz in einem anderen EU-Land gekauft und es wurde überhaupt nicht geliefert




T53


% (Total N)

EU 27 25543

BE 1002

BG 1002

CZ 1000

DK 1003

DE 1000

EE 1000

IE 1000

EL 1000

ES 1000

FR 1003

IT 1006

CY 504

LV 1000

LT 1002

LU 500

HU 1002

MT 500

NL 1006

AT 1002

PL 1000

PT 999

RO 1004

SI 1000

SK 1000

FI 1007

SE 1000

UK 1001

HR 1002

IS 501

NO 1000

16 74 10

18 76 6

7 88 5

9 73 18

11 87 2

7 86 7

15 81 4

14 81 5

7 91 2

6 86 8

22 72 6

4 88 8

38 53 9

6 92 2

35 62 3

3 89 8

5 87 8

9 86 5

8 80 12

31 64 5

6 92 2

7 92 1

33 57 10

12 82 6

4 89 7

6 77 17

4 88 8

12 84 4

13 83 4

9 86 5

7 87 6

Happened

Ist vorgekommen

Flash EB358

You wanted to purchase something from a retailer/provider in another EU country but the retailer did not deliver or sell to (OUR COUNTRY)


Did not happen


Flash EB358


DK/NA

WN/KA

Flash EB358

Q15.5 Ist während der letzten 12 Monate eine der folgenden Situationen vorgekommen, als sie etwas über das Internet in (UNSER LAND) oder in einem anderen EU-Mitgliedsland gekauft haben? Sie wollten etwas von einem Verkäufer / Anbieter mit Sitz in einem anderen EU-Land kaufen, aber der Verkäufer lieferte oder verkaufte nicht nach (UNSER LAND)

Q15.5 Au cours des 12 derniers mois, vous êtes-vous retrouvé(e) dans l’une des situations suivantes lors de l’achat de quelque chose par internet en (NOTRE PAYS) ou dans un autre pays de l’UE? Vous avez voulu acheter quelque chose chez un détaillant/fournisseur dans un autre pays de l’UE mais le vendeur ne livrait ou ne vendait pas en (NOTRE PAYS)


T54


% (Total N)

EU 27 20748

BE 835

BG 749

CZ 833

DK 941

DE 815

EE 832

IE 893

EL 735

ES 788

FR 864

IT 769

CY 429

LV 812

LT 764

LU 432

HU 726

MT 405

NL 945

AT 847

PL 813

PT 777

RO 727

SI 871

SK 818

FI 881

SE 915

UK 819

HR 763

IS 481


17 74 9

19 76 5

8 89 3

11 74 15

12 86 2

8 86 6

17 80 3

16 79 5

8 90 2

7 86 7

26 70 4

5 88 7

45 49 6

6 92 2

40 59 1

5 89 6

6 88 6

11 84 5

11 81 8

35 61 4

8 91 1

8 92 0

36 56 8

16 80 4

5 91 4

6 80 14

4 90 6

13 84 3

15 82 3

11 85 4

9 87 4

Happened

Ist vorgekommen

Flash EB358



Did not happen


Flash EB358


DK/NA

WN/KA

Flash EB358

Q15b.5 Ist während der letzten 12 Monate eine der folgenden Situationen vorgekommen, als sie etwas über das Internet in (UNSER LAND) oder in einem anderen EU-Mitgliedsland gekauft haben? Sie wollten etwas von einem Verkäufer / Anbieter mit Sitz in einem anderen EU-Land kaufen, aber der Verkäufer lieferte oder verkaufte nicht nach (UNSER LAND)

Q15b.5 Au cours des 12 derniers mois, vous êtes-vous retrouvé(e) dans l’une des situations suivantes lors de l’achat de quelque chose par internet en (NOTRE PAYS) ou dans un autre pays de l’UE? Vous avez voulu acheter quelque chose chez un détaillant/fournisseur dans un autre pays de l’UE mais le vendeur ne livrait ou ne vendait pas en (NOTRE PAYS)


T55


% (Total N)

EU 27 12987

BE 421

BG 320

CZ 610

DK 691

DE 615

EE 394

IE 624

EL 301

ES 394

FR 555

IT 332

CY 176

LV 386

LT 369

LU 234

HU 364

MT 222

NL 737

AT 586

PL 553

PT 231

RO 301

SI 406

SK 539

FI 559

SE 626

UK 671

HR 203

IS 205


31 65 4

22 76 2

10 89 1

25 71 4

18 82 0

11 87 2

29 69 2

19 78 3

19 80 1

12 86 2

34 64 2

6 91 3

71 29 0

8 91 1

57 42 1

8 91 1

10 88 2

19 79 2

22 77 1

58 39 3

12 87 1

10 89 1

47 53 0

31 69 0

6 93 1

13 78 9

5 92 3

15 84 1

26 73 1

18 80 2

12 87 1

Happened

Ist vorgekommen

Flash EB358



Did not happen


Flash EB358


DK/NA

WN/KA

Flash EB358

Q15c.5 Ist während der letzten 12 Monate eine der folgenden Situationen vorgekommen, als sie etwas über das Internet in (UNSER LAND) oder in einem anderen EU-Mitgliedsland gekauft haben? Sie wollten etwas von einem Verkäufer / Anbieter mit Sitz in einem anderen EU-Land kaufen, aber der Verkäufer lieferte oder verkaufte nicht nach (UNSER LAND)

Q15c.5 Au cours des 12 derniers mois, vous êtes-vous retrouvé(e) dans l’une des situations suivantes lors de l’achat de quelque chose par internet en (NOTRE PAYS) ou dans un autre pays de l’UE? Vous avez voulu acheter quelque chose chez un détaillant/fournisseur dans un autre pays de l’UE mais le vendeur ne livrait ou ne vendait pas en (NOTRE PAYS)


T56


% (Total N)

EU 27 25543

BE 1002

BG 1002

CZ 1000

DK 1003

DE 1000

EE 1000

IE 1000

EL 1000

ES 1000

FR 1003

IT 1006

CY 504

LV 1000

LT 1002

LU 500

HU 1002

MT 500

NL 1006

AT 1002

PL 1000

PT 999

RO 1004

SI 1000

SK 1000

FI 1007

SE 1000

UK 1001

HR 1002

IS 501

NO 1000 2027 49 13 7 4 76

7512 5

19 64 17

46

20 44 11 6

8

22

17

7 24 18 22 29 31 40

29

35 36 9 13 7 71

5821 14

9 68 23

39

25 43 11 12

7

42

35

17 43 23 12 5 60 35

19

6 37 25 17 15 43

6312 12

4 44 52

39

9 35 33 19

13

24

24

14 48 15 8 15 62 23

24

13 57 19 5 6 70

6913 13

23 37 40

48

19 18 10 30

5

38

26

15 31 14 29 11 46 43

21

7 38 28 10 17 45

4218 18

11 47 42

33

7 40 32 10

22

29

36

11 26 21 23 19 37 44

9

19 49 12 17 3 68

7610 6

6 51 43

42

21 30 19 24

8

38

16

10 29 20 25 16 39 45

34

11 29 18 20 22 40

6817 9

9 64 27

54

20 44 16 11

6

45

26

38 42 9 5 6 80 14

14

9 33 18 27 13 42


zu'

Flash EB358

18 41 17

6 55 39

31

Flash EB358

DK/NA

WN/KA

Flash EB358

Flash EB358

14 41 18 21

Disagree


Total 'Disagree'


Strongly disagree


14 10 59

Total 'Agree'

Gesamt 'Stimme zu'

Flash EB358

Strongly Agree


Flash EB358

Plutôt d’accord

Agree

Stimme eher zu

Flash EB358

Q16.1 Inwieweit stimmen Sie jeder der folgenden Aussagen zu oder nicht zu? Sie fühlen sich sicher, wenn Sie Waren oder Dienstleistungen über das Internet von Verkäufern / Anbietern aus (UNSER LAND) kaufen

Tout à fait d’accord

Plutôt pas d’accord NSP/NR Total 'Pas

d'accord'Total

'D'accord'

Q16.1 Dans quelle mesure êtes-vous d’accord ou pas d’accord avec chacune des propositions suivantes? Vous avez confiance en faisant des achats de biens ou de services par internet auprès des détaillants/fournisseurs situés en (NOTRE PAYS)

Q16.1 How strongly do you agree or disagree with each of the following statements?

You feel confident purchasing goods or services via the Internet from retailers/providers in (OUR COUNTRY)

T57


% (Total N)

EU 27 20748

BE 835

BG 749

CZ 833

DK 941

DE 815

EE 832

IE 893

EL 735

ES 788

FR 864

IT 769

CY 429

LV 812

LT 764

LU 432

HU 726

MT 405

NL 945

AT 847

PL 813

PT 777

RO 727

SI 871

SK 818

FI 881

SE 915

UK 819

HR 763

IS 481


1928 50 13 6 3 78

859 3

18 66 16

50

21 45 10 6

3

19

12

7 30 20 21 22 37 41

35

38 39 9 10 4 77

6419 12

6 74 20

42

27 47 11 9

5

40

31

20 47 20 9 4 67 29

22

7 42 25 15 11 49

7012 9

3 52 45

43

11 41 30 15

9

23

21

16 54 14 6 10 70 20

27

13 59 19 4 5 72

7612 9

21 43 36

53

23 20 11 25

3

35

21

19 39 15 21 6 58 36

23

9 43 27 8 13 52

5119 16

8 52 40

40

8 44 31 9

14

24

35

12 29 23 20 16 41 43

11

20 54 12 12 2 74

809 5

3 59 38

44

25 34 19 19

6

37

14

12 36 20 22 10 48 42

36

13 34 20 17 16 47

7615 6

4 74 22

60

23 51 15 7

3

42

21

40 44 9 4 3 84 13

16

11 39 20 22 8 50


zu'

Flash EB358

21 47 16

3 62 35

26

Flash EB358

DK/NA

WN/KA

Flash EB358

Flash EB358

17 45 19 16

Disagree


Total 'Disagree'


Strongly disagree


10 6 68

Total 'Agree'

Gesamt 'Stimme zu'

Flash EB358

Strongly Agree


Flash EB358

Plutôt d’accord

Agree

Stimme eher zu

Flash EB358

Q16b.1 Inwieweit stimmen Sie jeder der folgenden Aussagen zu oder nicht zu? Sie fühlen sich sicher, wenn Sie Waren oder Dienstleistungen über das Internet von Verkäufern / Anbietern aus (UNSER LAND) kaufen



d'accord'Total

'D'accord'

Q16b.1 Dans quelle mesure êtes-vous d’accord ou pas d’accord avec chacune des propositions suivantes? Vous avez confiance en faisant des achats de biens ou de services par internet auprès des détaillants/fournisseurs situés en (NOTRE PAYS)

Q16b.1 How strongly do you agree or disagree with each of the following statements?


T58


% (Total N)

EU 27 3752

BE 256

BG 104

CZ 71

DK 336

DE 128

EE 172

IE 478

EL 150

ES 115

FR 191

IT 108

CY 158

LV 148

LT 107

LU 203

HU 73

MT 210

NL 195

AT 366

PL 51

PT 100

RO 55

SI 144

SK 180

FI 265

SE 172

UK 203

HR 57

IS 98

NO 236Base: Respondents who did at least one cross-border purchase via Internet in the EU

643 50 6 0 1 93

953 0

15 77 8

49

33 44 8 0

2

9

3

22 56 12 4 6 78 16

46

57 34 7 2 0 91

896 2

1 93 6

57

41 52 6 0

3

25

8

27 61 11 0 1 88 11

32

5 69 14 11 1 74

888 2

2 84 14

52

18 66 10 4

2

17

10

18 67 11 2 2 85 13

36

19 64 16 1 0 83

889 1

22 54 24

57

28 26 12 12

2

23

10

26 56 12 6 0 82 18

31

22 53 19 4 2 75

8612 2

3 74 23

62

13 61 19 4

0

5

14

19 39 24 7 11 58 31

24

25 68 4 1 2 93

933 2

0 88 12

45

43 45 10 2

2

20

5

20 65 10 4 1 85 14

48

23 49 10 10 8 72

945 1

1 93 6

81

30 63 6 0

0

23

6

56 39 3 1 1 95 4

13

17 57 19 4 3 74


zu'

Flash EB358

33 57 8

1 87 12

9

Flash EB358

DK/NA

WN/KA

Flash EB358

Flash EB358

28 59 9 3

Disagree


Total 'Disagree'


Strongly disagree


1 1 90

Total 'Agree'

Gesamt 'Stimme zu'

Flash EB358

Strongly Agree


Flash EB358

Plutôt d’accord

Agree

Stimme eher zu

Flash EB358

Q16c.1 Inwieweit stimmen Sie jeder der folgenden Aussagen zu oder nicht zu? Sie fühlen sich sicher, wenn Sie Waren oder Dienstleistungen über das Internet von Verkäufern / Anbietern aus (UNSER LAND) kaufen



d'accord'Total

'D'accord'

Q16c.1 Dans quelle mesure êtes-vous d’accord ou pas d’accord avec chacune des propositions suivantes? Vous avez confiance en faisant des achats de biens ou de services par internet auprès des détaillants/fournisseurs situés en (NOTRE PAYS)

Q16c.1 How strongly do you agree or disagree with each of the following statements?


T59


% (Total N)

EU 27 21791

BE 746

BG 898

CZ 929

DK 667

DE 872

EE 828

IE 522

EL 850

ES 885

FR 812

IT 898

CY 346

LV 852

LT 895

LU 297

HU 929

MT 290

NL 811

AT 636

PL 949

PT 898

RO 949

SI 856

SK 820

FI 742

SE 828

UK 798

HR 945

IS 403

NO 764Base: Respondents who didn't make any cross-border purchase via Internet in the EU

2422 49 16 8 5 71

7114 6

20 61 19

46

17 44 11 8

9

24

20

6 22 19 23 30 28 42

25

31 37 9 15 8 68

5323 16

12 58 30

36

19 39 14 16

8

44

39

15 40 26 14 5 55 40

17

6 35 26 18 15 41

4814 18

4 40 56

31

8 32 35 21

20

26

32

13 47 15 9 16 60 24

17

11 56 20 6 7 67

5516 21

24 25 51

41

13 12 8 43

8

40

37

15 29 14 30 12 44 44

14

5 36 29 11 19 41

3619 20

12 42 46

29

6 36 34 12

25

34

39

7 20 20 30 23 27 50

7

17 45 14 20 4 62

5916 10

7 46 47

39

18 28 20 27

15

43

26

8 23 22 29 18 31 51

20

8 25 20 23 24 33

6618 9

10 59 31

52

18 41 18 13

7

47

27

28 44 12 8 8 72 20

14

8 31 17 30 14 39


zu'

Flash EB358

15 39 18

7 45 48

34

Flash EB358

DK/NA

WN/KA

Flash EB358

Flash EB358

10 35 21 27

Disagree


Total 'Disagree'


Strongly disagree


16 12 54

Total 'Agree'

Gesamt 'Stimme zu'

Flash EB358

Strongly Agree


Flash EB358

Plutôt d’accord

Agree

Stimme eher zu

Flash EB358

Q16d.1 Inwieweit stimmen Sie jeder der folgenden Aussagen zu oder nicht zu? Sie fühlen sich sicher, wenn Sie Waren oder Dienstleistungen über das Internet von Verkäufern / Anbietern aus (UNSER LAND) kaufen



d'accord'Total

'D'accord'

Q16d.1 Dans quelle mesure êtes-vous d’accord ou pas d’accord avec chacune des propositions suivantes? Vous avez confiance en faisant des achats de biens ou de services par internet auprès des détaillants/fournisseurs situés en (NOTRE PAYS)

Q16d.1 How strongly do you agree or disagree with each of the following statements?


T60


% (Total N)

EU 27 25543

BE 1002

BG 1002

CZ 1000

DK 1003

DE 1000

EE 1000

IE 1000

EL 1000

ES 1000

FR 1003

IT 1006

CY 504

LV 1000

LT 1002

LU 500

HU 1002

MT 500

NL 1006

AT 1002

PL 1000

PT 999

RO 1004

SI 1000

SK 1000

FI 1007

SE 1000

UK 1001

HR 1002

IS 501

NO 1000 3711 45 27 10 7 56

4831 11

28 49 23

41

9 40 16 7

10

46

42

6 21 16 26 31 27 42

7

11 30 20 26 13 41

4029 19

10 45 45

29

11 34 22 23

12

47

48

9 32 36 16 7 41 52

11

5 29 29 18 19 34

4422 19

4 35 61

34

4 31 41 20

15

53

41

5 26 22 13 34 31 35

10

3 33 45 8 11 36

5422 19

15 53 32

43

29 24 10 22

5

41

41

6 19 23 38 14 25 61

11

5 28 30 11 26 33

2821 23

14 37 49

22

5 32 38 11

28

60

44

14 26 21 22 17 40 43

6

6 30 28 32 4 36

6618 6

5 40 55

45

15 25 26 29

10

44

24

11 23 22 26 18 34 48

21

7 20 18 26 29 27

3626 16

15 26 59

31

3 23 36 23

22

41

42

16 38 29 10 7 54 39

5

10 32 16 25 17 42


zu'

Flash EB358

7 29 28

6 38 56

49

Flash EB358

DK/NA

WN/KA

Flash EB358

Flash EB358

8 30 26 30

Disagree


Total 'Disagree'


Strongly disagree


21 15 36

Total 'Agree'

Gesamt 'Stimme zu'

Flash EB358

Strongly Agree


Flash EB358

Plutôt d’accord

Agree

Stimme eher zu

Flash EB358

Q16.2 Inwieweit stimmen Sie jeder der folgenden Aussagen zu oder nicht zu? Sie fühlen sich sicher, wenn Sie Waren oder Dienstleistungen über das Internet bei Verkäufern / Anbietern aus einem anderen EU-Land kaufen



d'accord'Total

'D'accord'

Q16.2 Dans quelle mesure êtes-vous d’accord ou pas d’accord avec chacune des propositions suivantes? Vous avez confiance en faisant des achats de biens ou de services par internet chez des détaillants/fournisseurs situés dans un autre pays de l’UE

Q16.2 How strongly do you agree or disagree with each of the following statements?

You feel confident purchasing goods or services via the Internet from retailers/providers in another EU country

T61


% (Total N)

EU 27 20748

BE 835

BG 749

CZ 833

DK 941

DE 815

EE 832

IE 893

EL 735

ES 788

FR 864

IT 769

CY 429

LV 812

LT 764

LU 432

HU 726

MT 405

NL 945

AT 847

PL 813

PT 777

RO 727

SI 871

SK 818

FI 881

SE 915

UK 819

HR 763

IS 481


3711 46 28 9 6 57

5529 9

26 51 23

47

9 42 16 7

7

45

38

7 26 17 26 24 33 43

8

12 32 21 24 11 44

4329 18

7 51 42

31

12 39 23 19

10

46

47

11 36 34 13 6 47 47

12

5 33 30 16 16 38

5023 17

4 41 55

39

5 36 39 16

10

53

40

6 28 23 10 33 34 33

11

3 34 45 8 10 37

6021 17

9 64 27

48

36 28 11 16

2

42

38

7 24 25 33 11 31 58

12

6 31 32 10 21 37

3523 21

12 40 48

27

5 35 38 10

21

57

44

16 29 23 20 12 45 43

8

6 34 29 28 3 40

7017 6

3 46 51

48

17 29 27 24

7

44

23

14 28 24 22 12 42 46

22

8 23 20 24 25 31

4125 14

11 30 59

35

3 27 39 20

20

39

39

17 39 29 9 6 56 38

6

12 37 17 22 12 49


zu'

Flash EB358

8 33 29

4 44 52

47

Flash EB358

DK/NA

WN/KA

Flash EB358

Flash EB358

10 34 26 26

Disagree


Total 'Disagree'


Strongly disagree


18 12 41

Total 'Agree'

Gesamt 'Stimme zu'

Flash EB358

Strongly Agree


Flash EB358

Plutôt d’accord

Agree

Stimme eher zu

Flash EB358

Q16b.2 Inwieweit stimmen Sie jeder der folgenden Aussagen zu oder nicht zu? Sie fühlen sich sicher, wenn Sie Waren oder Dienstleistungen über das Internet bei Verkäufern / Anbietern aus einem anderen EU-Land kaufen



d'accord'Total

'D'accord'

Q16b.2 Dans quelle mesure êtes-vous d’accord ou pas d’accord avec chacune des propositions suivantes? Vous avez confiance en faisant des achats de biens ou de services par internet chez des détaillants/fournisseurs situés dans un autre pays de l’UE

Q16b.2 How strongly do you agree or disagree with each of the following statements?


T62


% (Total N)

EU 27 3752

BE 256

BG 104

CZ 71

DK 336

DE 128

EE 172

IE 478

EL 150

ES 115

FR 191

IT 108

CY 158

LV 148

LT 107

LU 203

HU 73

MT 210

NL 195

AT 366

PL 51

PT 100

RO 55

SI 144

SK 180

FI 265

SE 172

UK 203

HR 57

IS 98


1624 60 15 1 0 84

8511 1

10 82 8

66

19 63 7 1

3

17

12

19 63 15 0 3 82 15

19

35 48 12 5 0 83

8612 1

1 82 17

58

28 54 16 1

1

11

13

21 59 18 0 2 80 18

28

19 63 7 4 7 82

7618 3

0 87 13

58

15 72 12 1

3

32

21

21 52 15 4 8 73 19

18

8 58 31 1 2 66

7816 6

1 92 7

59

56 36 5 2

0

15

22

25 54 13 8 0 79 21

19

27 55 15 0 3 82

8413 1

1 74 25

62

8 66 22 3

2

22

14

26 44 19 9 2 70 28

22

17 60 20 2 1 77

906 2

0 87 13

56

45 42 11 2

2

21

8

35 49 11 4 1 84 15

34

26 49 15 6 4 75

915 1

2 70 28

70

9 61 26 2

3

13

6

35 51 10 3 1 86 13

21

38 48 9 4 1 86


zu'

Flash EB358

21 59 16

1 80 19

18

Flash EB358

DK/NA

WN/KA

Flash EB358

Flash EB358

23 57 14 5

Disagree


Total 'Disagree'


Strongly disagree


2 2 80

Total 'Agree'

Gesamt 'Stimme zu'

Flash EB358

Strongly Agree


Flash EB358

Plutôt d’accord

Agree

Stimme eher zu

Flash EB358

Q16c.2 Inwieweit stimmen Sie jeder der folgenden Aussagen zu oder nicht zu? Sie fühlen sich sicher, wenn Sie Waren oder Dienstleistungen über das Internet bei Verkäufern / Anbietern aus einem anderen EU-Land kaufen



d'accord'Total

'D'accord'

Q16c.2 Dans quelle mesure êtes-vous d’accord ou pas d’accord avec chacune des propositions suivantes? Vous avez confiance en faisant des achats de biens ou de services par internet chez des détaillants/fournisseurs situés dans un autre pays de l’UE

Q16c.2 How strongly do you agree or disagree with each of the following statements?


T63


% (Total N)

EU 27 21791

BE 746

BG 898

CZ 929

DK 667

DE 872

EE 828

IE 522

EL 850

ES 885

FR 812

IT 898

CY 346

LV 852

LT 895

LU 297

HU 929

MT 290

NL 811

AT 636

PL 949

PT 898

RO 949

SI 856

SK 820

FI 742

SE 828

UK 798

HR 945

IS 403


447 40 31 13 9 47

3936 13

33 42 25

35

7 35 17 8

12

52

49

5 18 16 28 33 23 44

4

6 26 21 31 16 32

3232 23

13 32 55

24

5 27 24 31

13

49

55

6 26 40 20 8 32 60

8

4 27 31 18 20 31

2524 29

5 29 66

20

3 26 44 22

22

58

53

4 24 22 14 36 28 36

5

2 27 48 10 13 29

3826 28

25 25 50

31

10 15 14 36

8

44

54

4 16 24 40 16 20 64

7

2 25 32 12 29 27

2122 26

17 30 53

17

4 26 40 13

31

69

48

9 17 22 29 23 26 51

4

3 23 29 40 5 26

4329 11

6 34 60

34

11 23 28 32

17

48

40

7 18 24 31 20 25 55

9

3 15 18 30 34 18

3227 17

17 20 63

28

2 18 37 26

24

44

44

6 31 38 14 11 37 52

4

7 30 16 28 19 37


zu'

Flash EB358

4 23 30

8 23 69

55

Flash EB358

DK/NA

WN/KA

Flash EB358

Flash EB358

3 20 30 39

Disagree


Total 'Disagree'


Strongly disagree


25 18 27

Total 'Agree'

Gesamt 'Stimme zu'

Flash EB358

Strongly Agree


Flash EB358

Plutôt d’accord

Agree

Stimme eher zu

Flash EB358

Q16d.2 Inwieweit stimmen Sie jeder der folgenden Aussagen zu oder nicht zu? Sie fühlen sich sicher, wenn Sie Waren oder Dienstleistungen über das Internet bei Verkäufern / Anbietern aus einem anderen EU-Land kaufen



d'accord'Total

'D'accord'

Q16d.2 Dans quelle mesure êtes-vous d’accord ou pas d’accord avec chacune des propositions suivantes? Vous avez confiance en faisant des achats de biens ou de services par internet chez des détaillants/fournisseurs situés dans un autre pays de l’UE

Q16d.2 How strongly do you agree or disagree with each of the following statements?


T64


% (Total N)

EU 27 25543

BE 1002

BG 1002

CZ 1000

DK 1003

DE 1000

EE 1000

IE 1000

EL 1000

ES 1000

FR 1003

IT 1006

CY 504

LV 1000

LT 1002

LU 500

HU 1002

MT 500

NL 1006

AT 1002

PL 1000

PT 999

RO 1004

SI 1000

SK 1000

FI 1007

SE 1000

UK 1001

HR 1002

IS 501

NO 1000 453 23 2 18

26

43 21 6 16 14

22 9 5 38

6

47 28 1 18 6

40 32 1 21

3

44 23 1 24 8

38 23 3 33

12

36 23 3 32 6

26 17 8 37

13

31 14 4 48 3

28 34 3 22

5

41 21 3 23 12

35 35 1 24

10

30 7 24 27 12

22 24 2 42

16

51 18 3 24 4

27 17 6 34

14

28 19 8 36 9

30 7 10 39

3

26 15 2 35 22

34 34 1 28

14

35 16 5 40 4

27 12 7 40

19

63 13 3 14 7

23 17 4 37

5

25 38 1 28 8

53 27 0 15

10

32 36 4 23 5

30 13 13 34

9

36 20 2 38 4

33 26 3 29

NSP/SR

DK/NA

NSP/SR

Flash EB358

Pas confiance en faisant des achats en

(NOTRE PAYS) et dans un autre pays

de l'UENot confident

purchasing in (OUR COUNTRY) and in

another EU country

Sie fühlen sich nicht sicher Waren und Dienstleistungen

mittels Internet von Anbietern in Ihrem

Land oder einem Land der EU zu kaufen

Flash EB358

Confiance en faisant des achats dans un autre pays de l'UE

mais pas en (NOTRE PAYS)

Confident purchasing in another EU country

but not in (OUR COUNTRY)

Sie fühlen sich sicher Waren und

Dienstleistungen mittels Internet von Anbietern in einem

Land der EU zu kaufen aber nicht von

einem Anbieter in Ihrem eigenen Land

Flash EB358

Confiance en faisant des achats en

(NOTRE PAYS) mais pas dans un autre

pays de l'UEConfident purchasing in OUR COUNTRY but

not in another EU country


Dienstleistungen mittels Internet von Anbietern in ihrem

Land zu kaufen aber nicht von einem

Anbieter in einem anderen Land der EU

Flash EB358

Confiance en faisant des achats en

(NOTRE PAYS) et dans un autre pays

de l'UEConfident purchasing in (OUR COUNTRY) and in another EU

country


Dienstleistungen mittels Internet von Anbietern in ihrem Land oder einem

anderen Land der EU zu kaufen

Flash EB358

Q16T - Confiance dans l'achat de biens ou de services via internet

Q16T - Confidence purchasing goods or services via the Internet

Q16T - Vertrauen Waren im Internet zu kaufen

T65


% (Total N)Flash EB

358

Diff.Flash EB

332

Flash EB358

Diff.Flash EB

332

Flash EB358

Diff.Flash EB

332

Flash EB358

Diff.Flash EB

332EU 27 25543 16 -6 25 -3 23 5 33 3

BE 1002 16 -6 22 -10 24 8 36 8

BG 1002 16 -4 32 1 16 6 30 -5

CZ 1000 23 1 28 -4 24 -1 22 2

DK 1003 27 -17 32 9 19 10 19 -4

DE 1000 14 -11 22 -4 27 5 35 10

EE 1000 36 -3 18 -4 11 -1 25 3

IE 1000 7 -7 21 -4 32 10 38 0

EL 1000 23 1 25 2 15 3 34 -8

ES 1000 17 -2 25 -7 24 4 33 7

FR 1003 17 -3 22 -6 19 3 41 6

IT 1006 12 -5 25 -2 19 2 35 -2

CY 504 28 -3 18 -7 14 1 30 3

LV 1000 17 -13 36 5 27 11 17 -4

LT 1002 18 -5 35 3 19 3 23 -1

LU 500 32 -20 39 8 10 3 18 9

HU 1002 13 -4 15 -2 18 -5 50 8

MT 500 29 -19 16 -9 14 5 34 19

NL 1006 14 -14 34 -4 28 13 21 6

AT 1002 20 -7 24 -2 19 -1 32 6

PL 1000 18 1 35 -2 24 2 18 -4

PT 999 21 -9 28 0 21 10 29 0

RO 1004 26 -6 25 0 15 8 32 0

SI 1000 26 0 32 3 20 2 19 -7

SK 1000 16 -3 32 0 26 3 24 0

FI 1007 34 -6 26 1 13 5 25 -1

SE 1000 41 -4 20 -3 7 -1 27 5

UK 1001 5 -6 19 -5 32 11 41 1

HR 1002 30 33 15 17

NO 1000 53 -6 25 2 8 2 10 2

IS 501 21 -7 49 0 13 5 6 1


Plutôt d’accord

Tend to agree

Stimme eher zu

Tout à fait d’accord Plutôt pas d’accord

Tend to disagree



Totally disagreeStimme überhaupt nicht

zu

Totally agree

Q17.1 Wenn Sie einmal ganz allgemein an den Kauf von Waren oder Dienstleistungen über das Internet, das Telefon, per Post oder bei einer Auslandsreise bei Verkäufern / Anbietern mit Sitz in einem anderen EU-Land denken - was wir als “grenzüberschreitendes Einkaufen” bezeichnen -, bitte sagen Sie mir zu jeder der folgenden Aussagen, inwieweit Sie dieser zustimmen oder nicht zustimmen. Sie sind dazu bereit, Waren und Dienstleistungen in einer anderen Sprache der Europäischen Union zu kaufen

Q17.1 En pensant aux achats de biens ou de services que vous faites généralement chez des détaillants/fournisseurs situés ailleurs dans l’Union européenne, que cela soit par internet, ou au travers d’autres moyens à distance (par la poste, par téléphone) ou lors d’un voyage hors des frontières, que nous appelons “achats transfrontaliers”, veuillez me dire dans quelle mesure vous êtes d’accord ou non avec chacune des phrases suivantes. Vous êtes prêt à acheter des biens et services en utilisant une autre langue de l’UE

Q17.1 Thinking generally about purchasing goods or services from retailers/ providers located elsewhere in the European Union, either online, through other distance channels (post, telephone) or when travelling abroad, which we refer to as "cross-border shopping", please tell me to what extent you agree or disagree with each of the following statements.


T66


% (Total N)Flash EB

358

Diff.Flash EB

332

Flash EB358

Diff.Flash EB

332

Flash EB358

Diff.Flash EB

332EU 27 25543 3 1 41 -9 56 8

BE 1002 2 0 38 -16 60 16

BG 1002 6 2 48 -3 46 1

CZ 1000 3 2 51 -3 46 1

DK 1003 3 2 59 -8 38 6

DE 1000 2 0 36 -15 62 15

EE 1000 10 5 54 -7 36 2

IE 1000 2 1 28 -11 70 10

EL 1000 3 2 48 3 49 -5

ES 1000 1 -2 42 -9 57 11

FR 1003 1 0 39 -9 60 9

IT 1006 9 7 37 -7 54 0

CY 504 10 6 46 -10 44 4

LV 1000 3 1 53 -8 44 7

LT 1002 5 0 53 -2 42 2

LU 500 1 0 71 -12 28 12

HU 1002 4 3 28 -6 68 3

MT 500 7 4 45 -28 48 24

NL 1006 3 -1 48 -18 49 19

AT 1002 5 4 44 -9 51 5

PL 1000 5 3 53 -1 42 -2

PT 999 1 -1 49 -9 50 10

RO 1004 2 -2 51 -6 47 8

SI 1000 3 2 58 3 39 -5

SK 1000 2 0 48 -3 50 3

FI 1007 2 1 60 -5 38 4

SE 1000 5 3 61 -7 34 4

UK 1001 3 -1 24 -11 73 12

HR 1002 5 63 32

NO 1000 4 0 78 -4 18 4

IS 501 11 1 70 -7 19 6

Total 'Pas d'accord'

DK/NA Total 'Agree' Total 'Disagree'

NSP/NR

Gesamt 'Stimme nicht zu'

Q17.1 En pensant aux achats de biens ou de services que vous faites généralement chez des détaillants/fournisseurs situés ailleurs dans l’Union européenne, que cela soit par internet, ou au travers d’autres moyens à distance (par la poste, par téléphone) ou lors d’un voyage hors des frontières, que nous appelons “achats transfrontaliers”, veuillez me dire dans quelle mesure vous êtes d’accord ou non avec chacune des phrases suivantes. Vous êtes prêt à acheter des biens et services en utilisant une autre langue de l’UE



Q17.1 Wenn Sie einmal ganz allgemein an den Kauf von Waren oder Dienstleistungen über das Internet, das Telefon, per Post oder bei einer Auslandsreise bei Verkäufern / Anbietern mit Sitz in einem anderen EU-Land denken - was wir als “grenzüberschreitendes Einkaufen” bezeichnen -, bitte sagen Sie mir zu jeder der folgenden Aussagen, inwieweit Sie dieser zustimmen oder nicht zustimmen. Sie sind dazu bereit, Waren und Dienstleistungen in einer anderen Sprache der Europäischen Union zu kaufen

WN/KA Gesamt 'Stimme zu'

Total 'D'accord'

T67


% (Total N)Flash EB

358

Diff.Flash EB

332

Flash EB358

Diff.Flash EB

332

Flash EB358

Diff.Flash EB

332

Flash EB358

Diff.Flash EB

332EU 27 20748 18 -6 27 -4 24 6 29 4

BE 835 18 -7 24 -10 24 9 33 8

BG 749 19 -6 36 -1 17 5 25 2

CZ 833 26 1 29 -5 23 -1 19 3

DK 941 29 -18 33 9 19 10 17 -3

DE 815 15 -13 24 -4 30 7 30 10

EE 832 42 -3 19 -6 12 1 19 3

IE 893 7 -8 22 -4 32 10 38 2

EL 735 27 -1 28 -2 17 5 26 -3

ES 788 19 -4 27 -8 25 6 28 7

FR 864 19 -2 24 -7 20 3 36 6

IT 769 15 -5 28 -2 20 2 31 1

CY 429 28 -9 19 -9 15 1 31 12

LV 812 18 -18 39 4 28 14 13 -1

LT 764 23 -3 38 1 17 2 18 0

LU 432 34 -20 41 10 9 3 15 7

HU 726 15 -7 19 -1 21 -3 43 9

MT 405 31 -23 17 -11 15 7 32 23

NL 945 15 -14 35 -4 28 12 19 6

AT 847 23 -6 26 -3 20 0 28 6

PL 813 20 0 39 0 23 1 14 -4

PT 777 24 -11 31 -2 20 9 24 4

RO 727 30 -7 28 -2 13 6 27 3

SI 871 29 0 34 3 19 0 16 -4

SK 818 18 -4 34 -2 25 2 21 3

FI 881 38 -8 29 3 14 6 18 -1

SE 915 45 -3 20 -4 7 0 25 6

UK 819 5 -7 21 -5 33 11 39 3

HR 763 34 36 14 13

NO 481 55 -6 24 0 9 3 9 3

IS 938 21 -8 50 0 13 5 6 2Base: Respondents with Internet access at home


Plutôt d’accord

Tend to agree

Stimme eher zu


Tend to disagree




zu

Totally agree

Q17b.1 Wenn Sie einmal ganz allgemein an den Kauf von Waren oder Dienstleistungen über das Internet, das Telefon, per Post oder bei einer Auslandsreise bei Verkäufern / Anbietern mit Sitz in einem anderen EU-Land denken - was wir als “grenzüberschreitendes Einkaufen” bezeichnen -, bitte sagen Sie mir zu jeder der folgenden Aussagen, inwieweit Sie dieser zustimmen oder nicht zustimmen. Sie sind dazu bereit, Waren und Dienstleistungen in einer anderen Sprache der Europäischen Union zu kaufen

Q17b.1 En pensant aux achats de biens ou de services que vous faites généralement chez des détaillants/fournisseurs situés ailleurs dans l’Union européenne, que cela soit par internet, ou au travers d’autres moyens à distance (par la poste, par téléphone) ou lors d’un voyage hors des frontières, que nous appelons “achats transfrontaliers”, veuillez me dire dans quelle mesure vous êtes d’accord ou non avec chacune des phrases suivantes. Vous êtes prêt à acheter des biens et services en utilisant une autre langue de l’UE

Q17b.1 Thinking generally about purchasing goods or services from retailers/ providers located elsewhere in the European Union, either online, through other distance channels (post, telephone) or when travelling abroad, which we refer to as "cross-border shopping", please tell me to what extent you agree or disagree with each of the following statements.


T68


% (Total N)Flash EB

358

Diff.Flash EB

332

Flash EB358

Diff.Flash EB

332

Flash EB358

Diff.Flash EB

332EU 27 20748 2 0 45 -10 53 10

BE 835 1 0 42 -17 57 17

BG 749 3 0 55 -7 42 7

CZ 833 3 2 55 -4 42 2

DK 941 2 2 62 -9 36 7

DE 815 1 0 39 -17 60 17

EE 832 8 5 61 -9 31 4

IE 893 1 0 29 -12 70 12

EL 735 2 1 55 -3 43 2

ES 788 1 -1 46 -12 53 13

FR 864 1 0 43 -9 56 9

IT 769 6 4 43 -7 51 3

CY 429 7 5 47 -18 46 13

LV 812 2 1 57 -14 41 13

LT 764 4 0 61 -2 35 2

LU 432 1 0 75 -10 24 10

HU 726 2 2 34 -8 64 6

MT 405 5 4 48 -34 47 30

NL 945 3 0 50 -18 47 18

AT 847 3 3 49 -9 48 6

PL 813 4 3 59 0 37 -3

PT 777 1 0 55 -13 44 13

RO 727 2 0 58 -9 40 9

SI 871 2 1 63 3 35 -4

SK 818 2 1 52 -6 46 5

FI 881 1 0 67 -5 32 5

SE 915 3 1 65 -7 32 6

UK 819 2 -2 26 -12 72 14

HR 763 3 70 27

NO 481 3 0 79 -6 18 6

IS 938 10 1 71 -8 19 7Base: Respondents with Internet access at home



NSP/NR


Q17b.1 En pensant aux achats de biens ou de services que vous faites généralement chez des détaillants/fournisseurs situés ailleurs dans l’Union européenne, que cela soit par internet, ou au travers d’autres moyens à distance (par la poste, par téléphone) ou lors d’un voyage hors des frontières, que nous appelons “achats transfrontaliers”, veuillez me dire dans quelle mesure vous êtes d’accord ou non avec chacune des phrases suivantes. Vous êtes prêt à acheter des biens et services en utilisant une autre langue de l’UE



Q17b.1 Wenn Sie einmal ganz allgemein an den Kauf von Waren oder Dienstleistungen über das Internet, das Telefon, per Post oder bei einer Auslandsreise bei Verkäufern / Anbietern mit Sitz in einem anderen EU-Land denken - was wir als “grenzüberschreitendes Einkaufen” bezeichnen -, bitte sagen Sie mir zu jeder der folgenden Aussagen, inwieweit Sie dieser zustimmen oder nicht zustimmen. Sie sind dazu bereit, Waren und Dienstleistungen in einer anderen Sprache der Europäischen Union zu kaufen


Total 'D'accord'

T69


% (Total N)Flash EB

358

Diff.Flash EB

332

Flash EB358

Diff.Flash EB

332

Flash EB358

Diff.Flash EB

332

Flash EB358

Diff.Flash EB

332EU 27 3752 32 -11 32 0 20 8 15 4

BE 256 32 -7 30 -8 23 17 15 0

BG 104 46 6 35 -12 15 9 3 -1

CZ 71 58 -7 25 2 5 -3 10 6

DK 336 45 -22 36 10 9 5 9 6

DE 128 27 -25 33 -3 28 19 12 9

EE 172 74 3 11 -7 8 1 5 3

IE 478 11 -4 23 -5 32 11 33 -2

EL 150 53 -9 30 2 9 7 7 -1

ES 115 40 -5 33 3 17 6 10 -4

FR 191 32 -11 31 -4 17 6 20 12

IT 108 38 -1 40 0 9 0 12 2

CY 158 27 -24 20 -15 18 11 34 28

LV 148 28 -24 44 13 20 5 8 6

LT 107 45 -10 47 13 5 -2 2 -2

LU 203 43 -20 39 14 6 1 11 5

HU 73 34 -18 31 3 15 1 20 14

MT 210 35 -30 16 -8 17 11 31 26

NL 195 34 -9 44 6 15 5 5 -1

AT 366 32 -3 29 0 19 1 20 3

PL 51 45 -2 44 6 1 -10 8 6

PT 100 54 -12 31 6 8 3 7 3

RO 55 57 -14 24 -5 7 7 10 10

SI 144 50 3 34 -9 12 4 4 2

SK 180 31 -1 43 2 18 4 7 -5

FI 265 54 -18 34 15 9 5 3 -2

SE 172 69 -5 23 6 3 -1 5 1

UK 203 11 -10 24 -4 36 13 27 4

HR 57 64 27 4 5

NO 98 72 -11 18 7 6 3 4 2

IS 236 35 2 49 0 7 3 1 -6Base: Respondents who did at least one cross-border purchase via Internet in the EU


Plutôt d’accord

Tend to agree

Stimme eher zu


Tend to disagree




zu

Totally agree

Q17c.1 Wenn Sie einmal ganz allgemein an den Kauf von Waren oder Dienstleistungen über das Internet, das Telefon, per Post oder bei einer Auslandsreise bei Verkäufern / Anbietern mit Sitz in einem anderen EU-Land denken - was wir als “grenzüberschreitendes Einkaufen” bezeichnen -, bitte sagen Sie mir zu jeder der folgenden Aussagen, inwieweit Sie dieser zustimmen oder nicht zustimmen. Sie sind dazu bereit, Waren und Dienstleistungen in einer anderen Sprache der Europäischen Union zu kaufen

Q17c.1 En pensant aux achats de biens ou de services que vous faites généralement chez des détaillants/fournisseurs situés ailleurs dans l’Union européenne, que cela soit par internet, ou au travers d’autres moyens à distance (par la poste, par téléphone) ou lors d’un voyage hors des frontières, que nous appelons “achats transfrontaliers”, veuillez me dire dans quelle mesure vous êtes d’accord ou non avec chacune des phrases suivantes. Vous êtes prêt à acheter des biens et services en utilisant une autre langue de l’UE

Q17c.1 Thinking generally about purchasing goods or services from retailers/ providers located elsewhere in the European Union, either online, through other distance channels (post, telephone) or when travelling abroad, which we refer to as "cross-border shopping", please tell me to what extent you agree or disagree with each of the following statements.


T70


% (Total N)Flash EB

358

Diff.Flash EB

332

Flash EB358

Diff.Flash EB

332

Flash EB358

Diff.Flash EB

332EU 27 3752 1 -1 64 -11 35 12

BE 256 0 -2 62 -15 38 17

BG 104 1 -2 81 -6 18 8

CZ 71 2 2 83 -5 15 3

DK 336 1 1 81 -12 18 11

DE 128 0 0 60 -28 40 28

EE 172 2 0 85 -4 13 4

IE 478 1 0 34 -9 65 9

EL 150 1 1 83 -7 16 6

ES 115 0 0 73 -2 27 2

FR 191 0 -3 63 -15 37 18

IT 108 1 -1 78 -1 21 2

CY 158 1 0 47 -39 52 39

LV 148 0 0 72 -11 28 11

LT 107 1 1 92 3 7 -4

LU 203 1 0 82 -6 17 6

HU 73 0 0 65 -15 35 15

MT 210 1 1 51 -38 48 37

NL 195 2 -1 78 -3 20 4

AT 366 0 -1 61 -3 39 4

PL 51 2 0 89 4 9 -4

PT 100 0 0 85 -6 15 6

RO 55 2 2 81 -19 17 17

SI 144 0 0 84 -6 16 6

SK 180 1 0 74 1 25 -1

FI 265 0 0 88 -3 12 3

SE 172 0 -1 92 1 8 0

UK 203 2 -3 35 -14 63 17

HR 57 0 91 9

NO 98 0 -1 90 -4 10 5

IS 236 8 1 84 2 8 -3Base: Respondents who did at least one cross-border purchase via Internet in the EU



NSP/NR


Q17c.1 En pensant aux achats de biens ou de services que vous faites généralement chez des détaillants/fournisseurs situés ailleurs dans l’Union européenne, que cela soit par internet, ou au travers d’autres moyens à distance (par la poste, par téléphone) ou lors d’un voyage hors des frontières, que nous appelons “achats transfrontaliers”, veuillez me dire dans quelle mesure vous êtes d’accord ou non avec chacune des phrases suivantes. Vous êtes prêt à acheter des biens et services en utilisant une autre langue de l’UE



Q17c.1 Wenn Sie einmal ganz allgemein an den Kauf von Waren oder Dienstleistungen über das Internet, das Telefon, per Post oder bei einer Auslandsreise bei Verkäufern / Anbietern mit Sitz in einem anderen EU-Land denken - was wir als “grenzüberschreitendes Einkaufen” bezeichnen -, bitte sagen Sie mir zu jeder der folgenden Aussagen, inwieweit Sie dieser zustimmen oder nicht zustimmen. Sie sind dazu bereit, Waren und Dienstleistungen in einer anderen Sprache der Europäischen Union zu kaufen


Total 'D'accord'

T71


% (Total N)Flash EB

358

Diff.Flash EB

332

Flash EB358

Diff.Flash EB

332

Flash EB358

Diff.Flash EB

332

Flash EB358

Diff.Flash EB

332EU 27 21791 13 -6 24 -4 23 4 36 4

BE 746 10 -9 20 -10 25 7 43 12

BG 898 12 -7 32 2 16 5 33 -3

CZ 929 21 2 29 -4 25 -1 22 1

DK 667 19 -17 30 8 23 12 24 -5

DE 872 11 -12 20 -5 27 4 39 12

EE 828 28 -7 19 -4 12 0 29 4

IE 522 4 -9 18 -6 33 10 43 4

EL 850 17 -2 24 1 17 5 39 -6

ES 885 14 -3 24 -8 25 4 36 9

FR 812 13 -4 20 -8 20 3 46 9

IT 898 9 -6 24 -2 20 2 37 -2

CY 346 28 4 17 -5 13 -3 28 -6

LV 852 14 -13 35 4 28 12 19 -5

LT 895 15 -5 34 1 20 4 26 0

LU 297 24 -20 38 2 14 6 23 12

HU 929 11 -5 14 -2 19 -4 52 8

MT 290 26 -13 16 -10 11 1 37 16

NL 811 9 -16 32 -6 31 15 24 7

AT 636 14 -8 20 -5 19 -1 40 9

PL 949 16 1 35 -2 25 2 19 -4

PT 898 17 -10 27 -1 23 11 32 1

RO 949 24 -7 25 1 15 7 34 1

SI 856 22 -2 31 4 22 3 22 -6

SK 820 13 -5 29 -2 27 3 28 3

FI 742 27 -5 23 -4 15 6 32 1

SE 828 36 -5 19 -5 7 -1 32 7

UK 798 4 -6 18 -5 30 9 44 2

HR 945 27 34 16 18

NO 403 47 -5 27 0 9 2 12 2

IS 764 17 -11 50 2 14 6 7 2Base: Respondents who didn't make any cross-border purchase via Internet in the EU


Plutôt d’accord

Tend to agree

Stimme eher zu


Tend to disagree




zu

Totally agree

Q17d.1 Wenn Sie einmal ganz allgemein an den Kauf von Waren oder Dienstleistungen über das Internet, das Telefon, per Post oder bei einer Auslandsreise bei Verkäufern / Anbietern mit Sitz in einem anderen EU-Land denken - was wir als “grenzüberschreitendes Einkaufen” bezeichnen -, bitte sagen Sie mir zu jeder der folgenden Aussagen, inwieweit Sie dieser zustimmen oder nicht zustimmen. Sie sind dazu bereit, Waren und Dienstleistungen in einer anderen Sprache der Europäischen Union zu kaufen

Q17d.1 En pensant aux achats de biens ou de services que vous faites généralement chez des détaillants/fournisseurs situés ailleurs dans l’Union européenne, que cela soit par internet, ou au travers d’autres moyens à distance (par la poste, par téléphone) ou lors d’un voyage hors des frontières, que nous appelons “achats transfrontaliers”, veuillez me dire dans quelle mesure vous êtes d’accord ou non avec chacune des phrases suivantes. Vous êtes prêt à acheter des biens et services en utilisant une autre langue de l’UE

Q17d.1 Thinking generally about purchasing goods or services from retailers/ providers located elsewhere in the European Union, either online, through other distance channels (post, telephone) or when travelling abroad, which we refer to as "cross-border shopping", please tell me to what extent you agree or disagree with each of the following statements.


T72


% (Total N)Flash EB

358

Diff.Flash EB

332

Flash EB358

Diff.Flash EB

332

Flash EB358

Diff.Flash EB

332EU 27 21791 4 2 37 -10 59 8

BE 746 2 0 30 -19 68 19

BG 898 7 3 44 -5 49 2

CZ 929 3 2 50 -2 47 0

DK 667 4 2 49 -9 47 7

DE 872 3 1 31 -17 66 16

EE 828 12 7 47 -11 41 4

IE 522 2 1 22 -15 76 14

EL 850 3 2 41 -1 56 -1

ES 885 1 -2 38 -11 61 13

FR 812 1 0 33 -12 66 12

IT 898 10 8 33 -8 57 0

CY 346 14 10 45 -1 41 -9

LV 852 4 2 49 -9 47 7

LT 895 5 0 49 -4 46 4

LU 297 1 0 62 -18 37 18

HU 929 4 3 25 -7 71 4

MT 290 10 6 42 -23 48 17

NL 811 4 0 41 -22 55 22

AT 636 7 5 34 -13 59 8

PL 949 5 3 51 -1 44 -2

PT 898 1 -1 44 -11 55 12

RO 949 2 -2 49 -6 49 8

SI 856 3 1 53 2 44 -3

SK 820 3 1 42 -7 55 6

FI 742 3 2 50 -9 47 7

SE 828 6 4 55 -10 39 6

UK 798 4 0 22 -11 74 11

HR 945 5 61 34

NO 403 5 1 74 -5 21 4

IS 764 12 1 67 -9 21 8Base: Respondents who didn't make any cross-border purchase via Internet in the EU



NSP/NR


Q17d.1 En pensant aux achats de biens ou de services que vous faites généralement chez des détaillants/fournisseurs situés ailleurs dans l’Union européenne, que cela soit par internet, ou au travers d’autres moyens à distance (par la poste, par téléphone) ou lors d’un voyage hors des frontières, que nous appelons “achats transfrontaliers”, veuillez me dire dans quelle mesure vous êtes d’accord ou non avec chacune des phrases suivantes. Vous êtes prêt à acheter des biens et services en utilisant une autre langue de l’UE



Q17d.1 Wenn Sie einmal ganz allgemein an den Kauf von Waren oder Dienstleistungen über das Internet, das Telefon, per Post oder bei einer Auslandsreise bei Verkäufern / Anbietern mit Sitz in einem anderen EU-Land denken - was wir als “grenzüberschreitendes Einkaufen” bezeichnen -, bitte sagen Sie mir zu jeder der folgenden Aussagen, inwieweit Sie dieser zustimmen oder nicht zustimmen. Sie sind dazu bereit, Waren und Dienstleistungen in einer anderen Sprache der Europäischen Union zu kaufen


Total 'D'accord'

T73


% (Total N)Flash EB

358

Diff.Flash EB

332

Flash EB358

Diff.Flash EB

332

Flash EB358

Diff.Flash EB

332

Flash EB358

Diff.Flash EB

332EU 27 3684 32 -11 32 0 20 8 15 4

BE 255 32 -7 30 -8 23 17 15 0

BG 103 45 5 35 -12 15 9 4 0

CZ 71 58 -7 25 2 5 -3 10 6

DK 335 45 -22 36 10 9 5 9 6

DE 125 27 -26 34 -1 28 19 11 8

EE 172 74 3 11 -7 8 1 5 3

IE 462 10 -5 24 -4 32 11 33 -2

EL 143 54 -5 30 0 9 7 6 -3

ES 113 41 -5 33 2 17 8 9 -5

FR 191 33 -10 31 -4 17 6 19 11

IT 104 38 -1 39 0 9 0 13 2

CY 158 26 -25 20 -15 18 11 35 29

LV 144 29 -25 43 12 20 7 8 6

LT 104 46 -7 47 13 5 -3 1 -4

LU 198 44 -19 39 14 5 0 11 5

HU 69 35 -17 31 3 16 2 18 12

MT 205 34 -30 16 -8 17 10 31 26

NL 192 35 -8 44 7 14 3 5 -1

AT 358 32 -3 29 0 19 0 20 3

PL 49 44 -4 46 8 1 -9 7 5

PT 98 55 -10 31 5 8 3 6 2

RO 52 58 -13 25 -4 8 8 7 7

SI 144 50 4 34 -9 12 4 4 1

SK 174 31 -1 44 3 17 3 7 -6

FI 261 55 -17 33 14 9 5 3 -2

SE 169 69 -5 23 7 3 -1 5 0

UK 201 10 -12 24 -4 36 13 28 6

HR 57 64 27 4 5

NO 97 72 -10 18 6 6 3 4 2

IS 234 35 3 49 0 7 3 1 -7Base: Respondents with Internet access at home, who did at least one cross-border purchase via Internet in the EU


Plutôt d’accord

Tend to agree

Stimme eher zu


Tend to disagree




zu

Totally agree

Q17e.1 Wenn Sie einmal ganz allgemein an den Kauf von Waren oder Dienstleistungen über das Internet, das Telefon, per Post oder bei einer Auslandsreise bei Verkäufern / Anbietern mit Sitz in einem anderen EU-Land denken - was wir als “grenzüberschreitendes Einkaufen” bezeichnen -, bitte sagen Sie mir zu jeder der folgenden Aussagen, inwieweit Sie dieser zustimmen oder nicht zustimmen. Sie sind dazu bereit, Waren und Dienstleistungen in einer anderen Sprache der Europäischen Union zu kaufen

Q17e.1 En pensant aux achats de biens ou de services que vous faites généralement chez des détaillants/fournisseurs situés ailleurs dans l’Union européenne, que cela soit par internet, ou au travers d’autres moyens à distance (par la poste, par téléphone) ou lors d’un voyage hors des frontières, que nous appelons “achats transfrontaliers”, veuillez me dire dans quelle mesure vous êtes d’accord ou non avec chacune des phrases suivantes. Vous êtes prêt à acheter des biens et services en utilisant une autre langue de l’UE

Q17e.1 Thinking generally about purchasing goods or services from retailers/ providers located elsewhere in the European Union, either online, through other distance channels (post, telephone) or when travelling abroad, which we refer to as "cross-border shopping", please tell me to what extent you agree or disagree with each of the following statements.


T74


% (Total N)Flash EB

358

Diff.Flash EB

332

Flash EB358

Diff.Flash EB

332

Flash EB358

Diff.Flash EB

332EU 27 3684 1 -1 64 -11 35 12

BE 255 0 -2 62 -15 38 17

BG 103 1 -2 80 -7 19 9

CZ 71 2 2 83 -5 15 3

DK 335 1 1 81 -12 18 11

DE 125 0 0 61 -27 39 27

EE 172 2 0 85 -4 13 4

IE 462 1 0 34 -9 65 9

EL 143 1 1 84 -5 15 4

ES 113 0 0 74 -3 26 3

FR 191 0 -3 64 -14 36 17

IT 104 1 -1 77 -1 22 2

CY 158 1 0 46 -40 53 40

LV 144 0 0 72 -13 28 13

LT 104 1 1 93 6 6 -7

LU 198 1 0 83 -5 16 5

HU 69 0 0 66 -14 34 14

MT 205 2 2 50 -38 48 36

NL 192 2 -1 79 -1 19 2

AT 358 0 0 61 -3 39 3

PL 49 2 0 90 4 8 -4

PT 98 0 0 86 -5 14 5

RO 52 2 2 83 -17 15 15

SI 144 0 0 84 -5 16 5

SK 174 1 1 75 2 24 -3

FI 261 0 0 88 -3 12 3

SE 169 0 -1 92 2 8 -1

UK 201 2 -3 34 -16 64 19

HR 57 0 91 9

NO 97 0 -1 90 -4 10 5

IS 234 8 1 84 3 8 -4Base: Respondents with Internet access at home, who did at least one cross-border purchase via Internet in the EU



NSP/NR


Q17e.1 En pensant aux achats de biens ou de services que vous faites généralement chez des détaillants/fournisseurs situés ailleurs dans l’Union européenne, que cela soit par internet, ou au travers d’autres moyens à distance (par la poste, par téléphone) ou lors d’un voyage hors des frontières, que nous appelons “achats transfrontaliers”, veuillez me dire dans quelle mesure vous êtes d’accord ou non avec chacune des phrases suivantes. Vous êtes prêt à acheter des biens et services en utilisant une autre langue de l’UE



Q17e.1 Wenn Sie einmal ganz allgemein an den Kauf von Waren oder Dienstleistungen über das Internet, das Telefon, per Post oder bei einer Auslandsreise bei Verkäufern / Anbietern mit Sitz in einem anderen EU-Land denken - was wir als “grenzüberschreitendes Einkaufen” bezeichnen -, bitte sagen Sie mir zu jeder der folgenden Aussagen, inwieweit Sie dieser zustimmen oder nicht zustimmen. Sie sind dazu bereit, Waren und Dienstleistungen in einer anderen Sprache der Europäischen Union zu kaufen


Total 'D'accord'

T75


% (Total N)Flash EB

358

Diff.Flash EB

332

Flash EB358

Diff.Flash EB

332

Flash EB358

Diff.Flash EB

332

Flash EB358

Diff.Flash EB

332EU 27 17064 15 -6 26 -4 24 4 32 5

BE 580 12 -10 21 -12 25 8 40 13

BG 646 15 -9 36 0 17 5 29 4

CZ 763 23 2 29 -5 25 -1 20 2

DK 606 20 -19 32 9 24 13 21 -5

DE 690 13 -11 22 -5 30 5 33 11

EE 660 34 -7 21 -5 13 1 23 5

IE 431 4 -10 20 -5 32 8 42 6

EL 592 21 -3 28 -2 18 5 31 -1

ES 675 15 -5 26 -9 26 6 32 10

FR 673 15 -4 23 -7 20 2 41 9

IT 665 11 -7 27 -2 21 2 34 2

CY 271 28 -3 18 -7 14 -3 30 5

LV 667 15 -18 38 2 30 16 14 -2

LT 659 19 -4 37 -1 19 3 21 2

LU 234 26 -19 43 4 13 7 17 7

HU 657 14 -6 18 -2 21 -3 45 10

MT 200 28 -17 17 -13 13 4 33 20

NL 753 10 -16 33 -6 32 15 22 7

AT 490 17 -8 24 -4 20 -1 34 9

PL 764 18 0 39 0 24 2 15 -4

PT 679 19 -12 32 -2 22 10 26 4

RO 675 28 -8 28 -2 14 7 29 4

SI 727 24 -3 34 4 21 1 19 -3

SK 644 15 -6 32 -3 27 3 24 5

FI 619 30 -7 27 -2 16 7 25 1

SE 747 39 -4 20 -5 8 0 29 7

UK 618 4 -6 20 -5 32 10 42 3

HR 706 31 37 15 14

NO 384 49 -4 27 -1 10 3 11 3

IS 704 17 -11 51 0 14 6 7 3Base: Respondents with Internet access at home, who didn't make any cross-border purchase via Internet in the EU


Plutôt d’accord

Tend to agree

Stimme eher zu


Tend to disagree




zu

Totally agree

Q17f.1 Wenn Sie einmal ganz allgemein an den Kauf von Waren oder Dienstleistungen über das Internet, das Telefon, per Post oder bei einer Auslandsreise bei Verkäufern / Anbietern mit Sitz in einem anderen EU-Land denken - was wir als “grenzüberschreitendes Einkaufen” bezeichnen -, bitte sagen Sie mir zu jeder der folgenden Aussagen, inwieweit Sie dieser zustimmen oder nicht zustimmen. Sie sind dazu bereit, Waren und Dienstleistungen in einer anderen Sprache der Europäischen Union zu kaufen

Q17f.1 En pensant aux achats de biens ou de services que vous faites généralement chez des détaillants/fournisseurs situés ailleurs dans l’Union européenne, que cela soit par internet, ou au travers d’autres moyens à distance (par la poste, par téléphone) ou lors d’un voyage hors des frontières, que nous appelons “achats transfrontaliers”, veuillez me dire dans quelle mesure vous êtes d’accord ou non avec chacune des phrases suivantes. Vous êtes prêt à acheter des biens et services en utilisant une autre langue de l’UE

Q17f.1 Thinking generally about purchasing goods or services from retailers/ providers located elsewhere in the European Union, either online, through other distance channels (post, telephone) or when travelling abroad, which we refer to as "cross-border shopping", please tell me to what extent you agree or disagree with each of the following statements.


T76


% (Total N)Flash EB

358

Diff.Flash EB

332

Flash EB358

Diff.Flash EB

332

Flash EB358

Diff.Flash EB

332EU 27 17064 3 1 41 -10 56 9

BE 580 2 1 33 -22 65 21

BG 646 3 0 51 -9 46 9

CZ 763 3 2 52 -3 45 1

DK 606 3 2 52 -10 45 8

DE 690 2 0 35 -16 63 16

EE 660 9 6 55 -12 36 6

IE 431 2 1 24 -15 74 14

EL 592 2 1 49 -5 49 4

ES 675 1 -2 41 -14 58 16

FR 673 1 0 38 -11 61 11

IT 665 7 5 38 -9 55 4

CY 271 10 8 46 -10 44 2

LV 667 3 2 53 -16 44 14

LT 659 4 0 56 -5 40 5

LU 234 1 1 69 -15 30 14

HU 657 2 1 32 -8 66 7

MT 200 9 6 45 -30 46 24

NL 753 3 0 43 -22 54 22

AT 490 5 4 41 -12 54 8

PL 764 4 2 57 0 39 -2

PT 679 1 0 51 -14 48 14

RO 675 1 -1 56 -10 43 11

SI 727 2 1 58 1 40 -2

SK 644 2 1 47 -9 51 8

FI 619 2 1 57 -9 41 8

SE 747 4 2 59 -9 37 7

UK 618 2 -2 24 -11 74 13

HR 706 3 68 29

NO 384 3 -1 76 -5 21 6

IS 704 11 2 68 -11 21 9Base: Respondents with Internet access at home, who didn't make any cross-border purchase via Internet in the EU



NSP/NR


Q17f.1 En pensant aux achats de biens ou de services que vous faites généralement chez des détaillants/fournisseurs situés ailleurs dans l’Union européenne, que cela soit par internet, ou au travers d’autres moyens à distance (par la poste, par téléphone) ou lors d’un voyage hors des frontières, que nous appelons “achats transfrontaliers”, veuillez me dire dans quelle mesure vous êtes d’accord ou non avec chacune des phrases suivantes. Vous êtes prêt à acheter des biens et services en utilisant une autre langue de l’UE



Q17f.1 Wenn Sie einmal ganz allgemein an den Kauf von Waren oder Dienstleistungen über das Internet, das Telefon, per Post oder bei einer Auslandsreise bei Verkäufern / Anbietern mit Sitz in einem anderen EU-Land denken - was wir als “grenzüberschreitendes Einkaufen” bezeichnen -, bitte sagen Sie mir zu jeder der folgenden Aussagen, inwieweit Sie dieser zustimmen oder nicht zustimmen. Sie sind dazu bereit, Waren und Dienstleistungen in einer anderen Sprache der Europäischen Union zu kaufen


Total 'D'accord'

T77


% (Total N)Flash EB

358

Diff.Flash EB

332

Flash EB358

Diff.Flash EB

332

Flash EB358

Diff.Flash EB

332

Flash EB358

Diff.Flash EB

332EU 27 25543 11 -4 21 -3 25 4 35 0

BE 1002 13 -1 27 -6 31 8 25 -1

BG 1002 17 -4 27 2 14 3 30 -2

CZ 1000 15 -3 25 -6 26 2 24 2

DK 1003 15 -9 21 4 22 3 37 -1

DE 1000 17 -5 24 -1 22 1 32 3

EE 1000 11 -6 20 0 11 -1 50 6

IE 1000 12 -6 24 -3 32 9 29 0

EL 1000 20 -3 22 -2 18 5 30 -4

ES 1000 12 2 18 -7 27 1 39 7

FR 1003 12 -3 23 -2 25 7 37 -2

IT 1006 6 -3 17 -6 18 -1 40 -5

CY 504 29 9 13 -9 17 3 30 -7

LV 1000 8 -5 28 1 32 11 25 -4

LT 1002 21 -3 34 -1 17 5 19 -3

LU 500 20 -7 41 2 20 5 18 2

HU 1002 5 -1 14 -1 17 -5 53 -1

MT 500 23 -4 12 -6 16 4 42 8

NL 1006 5 -5 20 -4 39 13 29 -4

AT 1002 17 -10 24 -1 24 3 28 5

PL 1000 4 -3 16 -7 35 3 31 0

PT 999 12 -8 25 2 24 6 33 0

RO 1004 21 -7 26 -2 18 10 29 1

SI 1000 17 -5 30 2 23 2 26 2

SK 1000 9 -7 29 -3 30 8 23 -2

FI 1007 21 0 26 -4 21 3 28 0

SE 1000 17 -3 18 0 18 -8 38 8

UK 1001 6 -4 19 -3 30 9 39 -1

HR 1002 8 20 20 37

NO 1000 20 -9 25 -1 20 5 30 7

IS 501 4 -2 19 2 34 2 31 -2


Plutôt d’accord

Tend to agree

Stimme eher zu


Tend to disagree




zu

Totally agree

Q17.2 Wenn Sie einmal ganz allgemein an den Kauf von Waren oder Dienstleistungen über das Internet, das Telefon, per Post oder bei einer Auslandsreise bei Verkäufern / Anbietern mit Sitz in einem anderen EU-Land denken - was wir als “grenzüberschreitendes Einkaufen” bezeichnen -, bitte sagen Sie mir zu jeder der folgenden Aussagen, inwieweit Sie dieser zustimmen oder nicht zustimmen. Sie wissen, wo Sie Informationen und Ratschläge zu grenzüberschreitenden Einkäufen in der EU erhalten

Q17.2 En pensant aux achats de biens ou de services que vous faites généralement chez des détaillants/fournisseurs situés ailleurs dans l’Union européenne, que cela soit par internet, ou au travers d’autres moyens à distance (par la poste, par téléphone) ou lors d’un voyage hors des frontières, que nous appelons “achats transfrontaliers”, veuillez me dire dans quelle mesure vous êtes d’accord ou non avec chacune des phrases suivantes. Vous savez où obtenir des informations et des conseils sur les achats transfrontaliers dans l’UE


You know where to get information and advice about cross border shopping in the EU

T78


% (Total N)Flash EB

358

Diff.Flash EB

332

Flash EB358

Diff.Flash EB

332

Flash EB358

Diff.Flash EB

332EU 27 25543 8 3 32 -7 60 4

BE 1002 4 0 40 -7 56 7

BG 1002 12 1 44 -2 44 1

CZ 1000 10 5 40 -9 50 4

DK 1003 5 3 36 -5 59 2

DE 1000 5 2 41 -6 54 4

EE 1000 8 1 31 -6 61 5

IE 1000 3 0 36 -9 61 9

EL 1000 10 4 42 -5 48 1

ES 1000 4 -3 30 -5 66 8

FR 1003 3 0 35 -5 62 5

IT 1006 19 15 23 -9 58 -6

CY 504 11 4 42 0 47 -4

LV 1000 7 -3 36 -4 57 7

LT 1002 9 2 55 -4 36 2

LU 500 1 -2 61 -5 38 7

HU 1002 11 8 19 -2 70 -6

MT 500 7 -2 35 -10 58 12

NL 1006 7 0 25 -9 68 9

AT 1002 7 3 41 -11 52 8

PL 1000 14 7 20 -10 66 3

PT 999 6 0 37 -6 57 6

RO 1004 6 -2 47 -9 47 11

SI 1000 4 -1 47 -3 49 4

SK 1000 9 4 38 -10 53 6

FI 1007 4 1 47 -4 49 3

SE 1000 9 3 35 -3 56 0

UK 1001 6 -1 25 -7 69 8

HR 1002 15 28 57

NO 1000 5 -2 45 -10 50 12

IS 501 12 0 23 0 65 0



NSP/NR


Q17.2 En pensant aux achats de biens ou de services que vous faites généralement chez des détaillants/fournisseurs situés ailleurs dans l’Union européenne, que cela soit par internet, ou au travers d’autres moyens à distance (par la poste, par téléphone) ou lors d’un voyage hors des frontières, que nous appelons “achats transfrontaliers”, veuillez me dire dans quelle mesure vous êtes d’accord ou non avec chacune des phrases suivantes. Vous savez où obtenir des informations et des conseils sur les achats transfrontaliers dans l’UE



Q17.2 Wenn Sie einmal ganz allgemein an den Kauf von Waren oder Dienstleistungen über das Internet, das Telefon, per Post oder bei einer Auslandsreise bei Verkäufern / Anbietern mit Sitz in einem anderen EU-Land denken - was wir als “grenzüberschreitendes Einkaufen” bezeichnen -, bitte sagen Sie mir zu jeder der folgenden Aussagen, inwieweit Sie dieser zustimmen oder nicht zustimmen. Sie wissen, wo Sie Informationen und Ratschläge zu grenzüberschreitenden Einkäufen in der EU erhalten


Total 'D'accord'

T79


% (Total N)Flash EB

358

Diff.Flash EB

332

Flash EB358

Diff.Flash EB

332

Flash EB358

Diff.Flash EB

332

Flash EB358

Diff.Flash EB

332EU 27 20748 12 -5 23 -4 26 4 32 2

BE 835 14 -1 29 -8 31 8 23 1

BG 749 20 -3 29 -1 16 4 26 1

CZ 833 16 -3 27 -7 27 2 21 4

DK 941 16 -9 22 5 23 3 35 -1

DE 815 18 -7 25 -2 23 1 30 6

EE 832 13 -5 23 1 11 -3 47 7

IE 893 12 -7 25 -3 33 10 28 0

EL 735 23 -5 27 -1 19 4 24 0

ES 788 12 0 20 -7 28 1 37 7

FR 864 13 -2 25 -3 26 7 33 -2

IT 769 7 -4 19 -9 19 -2 38 1

CY 429 29 5 13 -13 19 4 31 1

LV 812 9 -6 30 0 33 10 23 -2

LT 764 26 -2 37 -2 17 5 14 -2

LU 432 22 -7 44 3 19 3 14 2

HU 726 6 -1 17 0 19 -4 49 -2

MT 405 22 -10 14 -7 17 3 42 16

NL 945 5 -5 21 -4 39 13 29 -4

AT 847 19 -10 26 -1 24 2 25 5

PL 813 3 -5 18 -6 37 4 30 1

PT 777 13 -10 28 1 25 6 29 2

RO 727 23 -7 30 -5 18 10 24 3

SI 871 19 -5 32 1 22 1 24 4

SK 818 10 -8 30 -4 32 10 20 -1

FI 881 22 0 28 -5 22 3 25 1

SE 915 18 -3 19 0 19 -8 36 8

UK 819 6 -5 21 -2 31 9 38 0

HR 763 9 23 23 34

NO 481 20 -10 25 -2 20 5 31 9

IS 938 4 -2 19 2 34 0 31 -2Base: Respondents with Internet access at home


Plutôt d’accord

Tend to agree

Stimme eher zu


Tend to disagree




zu

Totally agree

Q17b.2 Wenn Sie einmal ganz allgemein an den Kauf von Waren oder Dienstleistungen über das Internet, das Telefon, per Post oder bei einer Auslandsreise bei Verkäufern / Anbietern mit Sitz in einem anderen EU-Land denken - was wir als “grenzüberschreitendes Einkaufen” bezeichnen -, bitte sagen Sie mir zu jeder der folgenden Aussagen, inwieweit Sie dieser zustimmen oder nicht zustimmen. Sie wissen, wo Sie Informationen und Ratschläge zu grenzüberschreitenden Einkäufen in der EU erhalten

Q17b.2 En pensant aux achats de biens ou de services que vous faites généralement chez des détaillants/fournisseurs situés ailleurs dans l’Union européenne, que cela soit par internet, ou au travers d’autres moyens à distance (par la poste, par téléphone) ou lors d’un voyage hors des frontières, que nous appelons “achats transfrontaliers”, veuillez me dire dans quelle mesure vous êtes d’accord ou non avec chacune des phrases suivantes. Vous savez où obtenir des informations et des conseils sur les achats transfrontaliers dans l’UE



T80


% (Total N)Flash EB

358

Diff.Flash EB

332

Flash EB358

Diff.Flash EB

332

Flash EB358

Diff.Flash EB

332EU 27 20748 7 3 35 -9 58 6

BE 835 3 0 43 -9 54 9

BG 749 9 -1 49 -4 42 5

CZ 833 9 4 43 -10 48 6

DK 941 4 2 38 -4 58 2

DE 815 4 2 43 -9 53 7

EE 832 6 0 36 -4 58 4

IE 893 2 0 37 -10 61 10

EL 735 7 2 50 -6 43 4

ES 788 3 -1 32 -7 65 8

FR 864 3 0 38 -5 59 5

IT 769 17 14 26 -13 57 -1

CY 429 8 3 42 -8 50 5

LV 812 5 -2 39 -6 56 8

LT 764 6 1 63 -4 31 3

LU 432 1 -1 66 -4 33 5

HU 726 9 7 23 -1 68 -6

MT 405 5 -2 36 -17 59 19

NL 945 6 0 26 -9 68 9

AT 847 6 4 45 -11 49 7

PL 813 12 6 21 -11 67 5

PT 777 5 1 41 -9 54 8

RO 727 5 -1 53 -12 42 13

SI 871 3 -1 51 -4 46 5

SK 818 8 3 40 -12 52 9

FI 881 3 1 50 -5 47 4

SE 915 8 3 37 -3 55 0

UK 819 4 -2 27 -7 69 9

HR 763 11 32 57

NO 481 4 -2 45 -12 51 14

IS 938 12 2 23 0 65 -2Base: Respondents with Internet access at home



NSP/NR


Q17b.2 En pensant aux achats de biens ou de services que vous faites généralement chez des détaillants/fournisseurs situés ailleurs dans l’Union européenne, que cela soit par internet, ou au travers d’autres moyens à distance (par la poste, par téléphone) ou lors d’un voyage hors des frontières, que nous appelons “achats transfrontaliers”, veuillez me dire dans quelle mesure vous êtes d’accord ou non avec chacune des phrases suivantes. Vous savez où obtenir des informations et des conseils sur les achats transfrontaliers dans l’UE



Q17b.2 Wenn Sie einmal ganz allgemein an den Kauf von Waren oder Dienstleistungen über das Internet, das Telefon, per Post oder bei einer Auslandsreise bei Verkäufern / Anbietern mit Sitz in einem anderen EU-Land denken - was wir als “grenzüberschreitendes Einkaufen” bezeichnen -, bitte sagen Sie mir zu jeder der folgenden Aussagen, inwieweit Sie dieser zustimmen oder nicht zustimmen. Sie wissen, wo Sie Informationen und Ratschläge zu grenzüberschreitenden Einkäufen in der EU erhalten


Total 'D'accord'

T81


% (Total N)Flash EB

358

Diff.Flash EB

332

Flash EB358

Diff.Flash EB

332

Flash EB358

Diff.Flash EB

332

Flash EB358

Diff.Flash EB

332EU 27 3752 19 -7 31 -4 26 9 21 2

BE 256 21 1 35 -3 31 6 9 -3

BG 104 33 2 30 -20 17 9 10 3

CZ 71 30 -16 39 2 16 10 11 5

DK 336 21 -11 26 10 20 -4 29 4

DE 128 28 -4 31 -2 20 3 20 4

EE 172 23 -17 35 7 11 3 29 9

IE 478 15 -7 28 -5 32 12 24 0

EL 150 37 -11 29 -3 15 4 17 12

ES 115 22 -4 32 -6 23 10 23 2

FR 191 21 -11 37 -2 22 13 18 3

IT 108 13 -13 38 -17 27 18 16 8

CY 158 33 2 16 -12 23 10 27 4

LV 148 12 -3 30 -8 35 11 23 8

LT 107 40 -1 43 6 12 -2 4 -1

LU 203 30 4 44 0 16 -4 10 2

HU 73 13 -9 26 3 28 9 26 -10

MT 210 22 -22 18 -1 19 4 39 18

NL 195 8 -8 31 -4 36 10 22 1

AT 366 24 -11 33 4 23 1 17 5

PL 51 6 -11 26 -6 36 12 26 3

PT 100 28 -9 35 -4 22 8 13 6

RO 55 39 -7 39 -1 11 9 11 -1

SI 144 35 -16 38 10 18 7 7 -1

SK 180 15 -11 42 6 27 7 11 -5

FI 265 29 -4 30 -6 27 12 13 -2

SE 172 37 12 18 -7 16 -10 27 6

UK 203 8 -6 24 -7 35 17 30 0

HR 57 13 33 29 17

NO 98 30 -20 31 7 15 7 21 8

IS 236 4 -9 31 10 37 3 20 -5Base: Respondents who did at least one cross-border purchase via Internet in the EU


Plutôt d’accord

Tend to agree

Stimme eher zu


Tend to disagree




zu

Totally agree

Q17c.2 Wenn Sie einmal ganz allgemein an den Kauf von Waren oder Dienstleistungen über das Internet, das Telefon, per Post oder bei einer Auslandsreise bei Verkäufern / Anbietern mit Sitz in einem anderen EU-Land denken - was wir als “grenzüberschreitendes Einkaufen” bezeichnen -, bitte sagen Sie mir zu jeder der folgenden Aussagen, inwieweit Sie dieser zustimmen oder nicht zustimmen. Sie wissen, wo Sie Informationen und Ratschläge zu grenzüberschreitenden Einkäufen in der EU erhalten

Q17c.2 En pensant aux achats de biens ou de services que vous faites généralement chez des détaillants/fournisseurs situés ailleurs dans l’Union européenne, que cela soit par internet, ou au travers d’autres moyens à distance (par la poste, par téléphone) ou lors d’un voyage hors des frontières, que nous appelons “achats transfrontaliers”, veuillez me dire dans quelle mesure vous êtes d’accord ou non avec chacune des phrases suivantes. Vous savez où obtenir des informations et des conseils sur les achats transfrontaliers dans l’UE



T82


% (Total N)Flash EB

358

Diff.Flash EB

332

Flash EB358

Diff.Flash EB

332

Flash EB358

Diff.Flash EB

332EU 27 3752 3 0 50 -11 47 11

BE 256 4 -1 56 -2 40 3

BG 104 10 6 63 -18 27 12

CZ 71 4 -1 69 -14 27 15

DK 336 4 1 47 -1 49 0

DE 128 1 -1 59 -6 40 7

EE 172 2 -2 58 -10 40 12

IE 478 1 0 43 -12 56 12

EL 150 2 -2 66 -14 32 16

ES 115 0 -2 54 -10 46 12

FR 191 2 -3 58 -13 40 16

IT 108 6 4 51 -30 43 26

CY 158 1 -4 49 -10 50 14

LV 148 0 -8 42 -11 58 19

LT 107 1 -2 83 5 16 -3

LU 203 0 -2 74 4 26 -2

HU 73 7 7 39 -6 54 -1

MT 210 2 1 40 -23 58 22

NL 195 3 1 39 -12 58 11

AT 366 3 1 57 -7 40 6

PL 51 6 2 32 -17 62 15

PT 100 2 -1 63 -13 35 14

RO 55 0 0 78 -8 22 8

SI 144 2 0 73 -6 25 6

SK 180 5 3 57 -5 38 2

FI 265 1 0 59 -10 40 10

SE 172 2 -1 55 5 43 -4

UK 203 3 -4 32 -13 65 17

HR 57 8 46 46

NO 98 3 -2 61 -13 36 15

IS 236 8 1 35 1 57 -2Base: Respondents who did at least one cross-border purchase via Internet in the EU



NSP/NR


Q17c.2 En pensant aux achats de biens ou de services que vous faites généralement chez des détaillants/fournisseurs situés ailleurs dans l’Union européenne, que cela soit par internet, ou au travers d’autres moyens à distance (par la poste, par téléphone) ou lors d’un voyage hors des frontières, que nous appelons “achats transfrontaliers”, veuillez me dire dans quelle mesure vous êtes d’accord ou non avec chacune des phrases suivantes. Vous savez où obtenir des informations et des conseils sur les achats transfrontaliers dans l’UE



Q17c.2 Wenn Sie einmal ganz allgemein an den Kauf von Waren oder Dienstleistungen über das Internet, das Telefon, per Post oder bei einer Auslandsreise bei Verkäufern / Anbietern mit Sitz in einem anderen EU-Land denken - was wir als “grenzüberschreitendes Einkaufen” bezeichnen -, bitte sagen Sie mir zu jeder der folgenden Aussagen, inwieweit Sie dieser zustimmen oder nicht zustimmen. Sie wissen, wo Sie Informationen und Ratschläge zu grenzüberschreitenden Einkäufen in der EU erhalten


Total 'D'accord'

T83


% (Total N)Flash EB

358

Diff.Flash EB

332

Flash EB358

Diff.Flash EB

332

Flash EB358

Diff.Flash EB

332

Flash EB358

Diff.Flash EB

332EU 27 21791 10 -4 19 -4 25 4 37 0

BE 746 10 -2 25 -8 30 7 31 2

BG 898 15 -5 26 3 14 3 33 -1

CZ 929 14 -2 24 -6 27 1 25 2

DK 667 12 -9 19 2 23 6 40 -3

DE 872 16 -6 22 -2 22 1 34 4

EE 828 8 -6 17 -1 11 -2 55 8

IE 522 9 -7 20 -3 33 8 33 0

EL 850 17 -4 21 -2 19 5 32 -4

ES 885 10 1 16 -8 28 1 41 8

FR 812 10 -3 19 -5 26 7 41 0

IT 898 5 -3 14 -6 17 -3 43 -5

CY 346 27 10 12 -8 14 0 32 -10

LV 852 8 -5 27 1 31 11 26 -5

LT 895 19 -4 33 -2 18 6 20 -3

LU 297 14 -15 38 3 22 11 24 2

HU 929 5 0 13 -2 16 -6 55 0

MT 290 24 6 8 -10 14 3 44 4

NL 811 5 -4 18 -4 39 13 30 -6

AT 636 13 -10 19 -4 24 4 35 6

PL 949 3 -4 16 -6 35 3 32 0

PT 898 10 -9 24 3 25 7 35 0

RO 949 20 -7 26 -1 18 9 30 1

SI 856 13 -6 29 0 24 2 29 4

SK 820 7 -7 26 -6 31 8 26 0

FI 742 18 1 24 -5 19 0 33 1

SE 828 13 -6 18 1 19 -7 40 9

UK 798 5 -4 18 -3 29 8 42 0

HR 945 8 20 20 37

NO 403 17 -5 23 -4 21 4 34 7

IS 764 4 0 15 -2 33 1 34 0Base: Respondents who didn't make any cross-border purchase via Internet in the EU


Plutôt d’accord

Tend to agree

Stimme eher zu


Tend to disagree




zu

Totally agree

Q17d.2 Wenn Sie einmal ganz allgemein an den Kauf von Waren oder Dienstleistungen über das Internet, das Telefon, per Post oder bei einer Auslandsreise bei Verkäufern / Anbietern mit Sitz in einem anderen EU-Land denken - was wir als “grenzüberschreitendes Einkaufen” bezeichnen -, bitte sagen Sie mir zu jeder der folgenden Aussagen, inwieweit Sie dieser zustimmen oder nicht zustimmen. Sie wissen, wo Sie Informationen und Ratschläge zu grenzüberschreitenden Einkäufen in der EU erhalten

Q17d.2 En pensant aux achats de biens ou de services que vous faites généralement chez des détaillants/fournisseurs situés ailleurs dans l’Union européenne, que cela soit par internet, ou au travers d’autres moyens à distance (par la poste, par téléphone) ou lors d’un voyage hors des frontières, que nous appelons “achats transfrontaliers”, veuillez me dire dans quelle mesure vous êtes d’accord ou non avec chacune des phrases suivantes. Vous savez où obtenir des informations et des conseils sur les achats transfrontaliers dans l’UE



T84


% (Total N)Flash EB

358

Diff.Flash EB

332

Flash EB358

Diff.Flash EB

332

Flash EB358

Diff.Flash EB

332EU 27 21791 9 4 29 -8 62 4

BE 746 4 1 35 -10 61 9

BG 898 12 0 41 -2 47 2

CZ 929 10 5 38 -8 52 3

DK 667 6 4 31 -7 63 3

DE 872 6 3 38 -8 56 5

EE 828 9 1 25 -7 66 6

IE 522 5 2 29 -10 66 8

EL 850 11 5 38 -6 51 1

ES 885 5 -2 26 -7 69 9

FR 812 4 1 29 -8 67 7

IT 898 21 17 19 -9 60 -8

CY 346 15 8 39 2 46 -10

LV 852 8 -2 35 -4 57 6

LT 895 10 3 52 -6 38 3

LU 297 2 -1 52 -12 46 13

HU 929 11 8 18 -2 71 -6

MT 290 10 -3 32 -4 58 7

NL 811 8 1 23 -8 69 7

AT 636 9 4 32 -14 59 10

PL 949 14 7 19 -10 67 3

PT 898 6 -1 34 -6 60 7

RO 949 6 -2 46 -8 48 10

SI 856 5 0 42 -6 53 6

SK 820 10 5 33 -13 57 8

FI 742 6 3 42 -4 52 1

SE 828 10 3 31 -5 59 2

UK 798 6 -1 23 -7 71 8

HR 945 15 28 57

NO 403 5 -2 40 -9 55 11

IS 764 14 1 19 -2 67 1Base: Respondents who didn't make any cross-border purchase via Internet in the EU



NSP/NR


Q17d.2 En pensant aux achats de biens ou de services que vous faites généralement chez des détaillants/fournisseurs situés ailleurs dans l’Union européenne, que cela soit par internet, ou au travers d’autres moyens à distance (par la poste, par téléphone) ou lors d’un voyage hors des frontières, que nous appelons “achats transfrontaliers”, veuillez me dire dans quelle mesure vous êtes d’accord ou non avec chacune des phrases suivantes. Vous savez où obtenir des informations et des conseils sur les achats transfrontaliers dans l’UE



Q17d.2 Wenn Sie einmal ganz allgemein an den Kauf von Waren oder Dienstleistungen über das Internet, das Telefon, per Post oder bei einer Auslandsreise bei Verkäufern / Anbietern mit Sitz in einem anderen EU-Land denken - was wir als “grenzüberschreitendes Einkaufen” bezeichnen -, bitte sagen Sie mir zu jeder der folgenden Aussagen, inwieweit Sie dieser zustimmen oder nicht zustimmen. Sie wissen, wo Sie Informationen und Ratschläge zu grenzüberschreitenden Einkäufen in der EU erhalten


Total 'D'accord'

T85


% (Total N)Flash EB

358

Diff.Flash EB

332

Flash EB358

Diff.Flash EB

332

Flash EB358

Diff.Flash EB

332

Flash EB358

Diff.Flash EB

332EU 27 3684 20 -6 31 -4 25 9 21 2

BE 255 21 0 35 -3 31 6 9 -2

BG 103 33 2 29 -21 17 9 10 3

CZ 71 30 -16 39 2 16 10 11 5

DK 335 21 -11 26 10 20 -4 29 4

DE 125 29 -3 31 -2 19 2 20 4

EE 172 23 -17 35 7 11 3 29 9

IE 462 14 -8 29 -4 32 12 24 0

EL 143 37 -9 29 -3 14 2 18 13

ES 113 23 -3 31 -8 22 11 24 2

FR 191 21 -11 37 -2 22 13 18 3

IT 104 13 -11 40 -17 24 15 16 8

CY 158 33 2 16 -12 23 10 27 4

LV 144 12 -4 29 -8 36 13 23 8

LT 104 41 -2 42 6 11 -2 5 0

LU 198 30 4 44 0 15 -5 11 3

HU 69 13 -9 27 4 29 10 23 -13

MT 205 22 -21 17 -2 19 3 40 19

NL 192 9 -7 31 -4 35 9 22 1

AT 358 24 -11 33 4 23 1 17 5

PL 49 6 -11 24 -8 38 15 26 2

PT 98 28 -8 36 -4 23 9 11 4

RO 52 39 -7 41 1 12 10 8 -4

SI 144 35 -16 38 11 18 7 7 -2

SK 174 15 -12 42 6 26 7 12 -5

FI 261 30 -3 30 -6 26 11 13 -2

SE 169 38 13 18 -8 16 -11 26 6

UK 201 8 -7 24 -6 35 18 30 -1

HR 57 13 33 29 17

NO 97 30 -20 31 7 15 6 21 9

IS 234 4 -9 32 11 36 1 20 -5Base: Respondents with Internet access at home, who did at least one cross-border purchase via Internet in the EU


Plutôt d’accord

Tend to agree

Stimme eher zu


Tend to disagree




zu

Totally agree

Q17e.2 Wenn Sie einmal ganz allgemein an den Kauf von Waren oder Dienstleistungen über das Internet, das Telefon, per Post oder bei einer Auslandsreise bei Verkäufern / Anbietern mit Sitz in einem anderen EU-Land denken - was wir als “grenzüberschreitendes Einkaufen” bezeichnen -, bitte sagen Sie mir zu jeder der folgenden Aussagen, inwieweit Sie dieser zustimmen oder nicht zustimmen. Sie wissen, wo Sie Informationen und Ratschläge zu grenzüberschreitenden Einkäufen in der EU erhalten

Q17e.2 En pensant aux achats de biens ou de services que vous faites généralement chez des détaillants/fournisseurs situés ailleurs dans l’Union européenne, que cela soit par internet, ou au travers d’autres moyens à distance (par la poste, par téléphone) ou lors d’un voyage hors des frontières, que nous appelons “achats transfrontaliers”, veuillez me dire dans quelle mesure vous êtes d’accord ou non avec chacune des phrases suivantes. Vous savez où obtenir des informations et des conseils sur les achats transfrontaliers dans l’UE



T86


% (Total N)Flash EB

358

Diff.Flash EB

332

Flash EB358

Diff.Flash EB

332

Flash EB358

Diff.Flash EB

332EU 27 3684 3 -1 51 -10 46 11

BE 255 4 -1 56 -3 40 4

BG 103 11 7 62 -19 27 12

CZ 71 4 -1 69 -14 27 15

DK 335 4 1 47 -1 49 0

DE 125 1 -1 60 -5 39 6

EE 172 2 -2 58 -10 40 12

IE 462 1 0 43 -12 56 12

EL 143 2 -3 66 -12 32 15

ES 113 0 -2 54 -11 46 13

FR 191 2 -3 58 -13 40 16

IT 104 7 5 53 -28 40 23

CY 158 1 -4 49 -10 50 14

LV 144 0 -9 41 -12 59 21

LT 104 1 -2 83 4 16 -2

LU 198 0 -2 74 4 26 -2

HU 69 8 8 40 -5 52 -3

MT 205 2 1 39 -23 59 22

NL 192 3 1 40 -11 57 10

AT 358 3 1 57 -7 40 6

PL 49 6 2 30 -19 64 17

PT 98 2 -1 64 -12 34 13

RO 52 0 0 80 -6 20 6

SI 144 2 0 73 -5 25 5

SK 174 5 4 57 -6 38 2

FI 261 1 0 60 -9 39 9

SE 169 2 0 56 5 42 -5

UK 201 3 -4 32 -13 65 17

HR 57 8 46 46

NO 97 3 -2 61 -13 36 15

IS 234 8 2 36 2 56 -4Base: Respondents with Internet access at home, who did at least one cross-border purchase via Internet in the EU



NSP/NR


Q17e.2 En pensant aux achats de biens ou de services que vous faites généralement chez des détaillants/fournisseurs situés ailleurs dans l’Union européenne, que cela soit par internet, ou au travers d’autres moyens à distance (par la poste, par téléphone) ou lors d’un voyage hors des frontières, que nous appelons “achats transfrontaliers”, veuillez me dire dans quelle mesure vous êtes d’accord ou non avec chacune des phrases suivantes. Vous savez où obtenir des informations et des conseils sur les achats transfrontaliers dans l’UE



Q17e.2 Wenn Sie einmal ganz allgemein an den Kauf von Waren oder Dienstleistungen über das Internet, das Telefon, per Post oder bei einer Auslandsreise bei Verkäufern / Anbietern mit Sitz in einem anderen EU-Land denken - was wir als “grenzüberschreitendes Einkaufen” bezeichnen -, bitte sagen Sie mir zu jeder der folgenden Aussagen, inwieweit Sie dieser zustimmen oder nicht zustimmen. Sie wissen, wo Sie Informationen und Ratschläge zu grenzüberschreitenden Einkäufen in der EU erhalten


Total 'D'accord'

T87


% (Total N)Flash EB

358

Diff.Flash EB

332

Flash EB358

Diff.Flash EB

332

Flash EB358

Diff.Flash EB

332

Flash EB358

Diff.Flash EB

332EU 27 17064 11 -4 21 -5 26 3 35 3

BE 580 10 -3 27 -10 31 8 29 5

BG 646 17 -6 29 1 16 4 29 3

CZ 763 15 -1 26 -8 28 1 22 4

DK 606 13 -10 19 1 25 7 39 -1

DE 690 16 -8 24 -2 24 1 31 6

EE 660 10 -5 20 -1 11 -4 52 9

IE 431 10 -8 21 -4 34 10 31 1

EL 592 20 -6 26 -2 20 5 26 0

ES 675 11 1 18 -8 29 0 39 8

FR 673 11 -2 21 -5 27 6 38 1

IT 665 6 -3 16 -9 18 -4 42 1

CY 271 27 6 12 -12 17 1 32 -2

LV 667 8 -7 30 1 33 10 24 -2

LT 659 23 -3 36 -4 18 6 16 -1

LU 234 15 -17 44 6 22 12 17 0

HU 657 6 0 16 -1 18 -5 51 0

MT 200 23 1 10 -12 15 2 44 13

NL 753 5 -4 18 -5 40 14 30 -6

AT 490 15 -11 20 -5 26 5 31 6

PL 764 3 -4 18 -6 37 3 30 1

PT 679 10 -11 27 2 26 6 32 3

RO 675 22 -7 29 -6 18 9 26 5

SI 727 15 -6 31 0 23 1 27 5

SK 644 8 -9 27 -7 34 11 22 1

FI 619 19 0 26 -5 20 0 30 2

SE 747 13 -7 19 1 20 -7 39 10

UK 618 6 -4 20 -2 30 7 40 1

HR 706 9 22 22 36

NO 384 17 -5 23 -5 22 5 34 8

IS 704 4 0 16 -1 34 0 33 -1Base: Respondents with Internet access at home, who didn't make any cross-border purchase via Internet in the EU


Plutôt d’accord

Tend to agree

Stimme eher zu


Tend to disagree




zu

Totally agree

Q17f.2 Wenn Sie einmal ganz allgemein an den Kauf von Waren oder Dienstleistungen über das Internet, das Telefon, per Post oder bei einer Auslandsreise bei Verkäufern / Anbietern mit Sitz in einem anderen EU-Land denken - was wir als “grenzüberschreitendes Einkaufen” bezeichnen -, bitte sagen Sie mir zu jeder der folgenden Aussagen, inwieweit Sie dieser zustimmen oder nicht zustimmen. Sie wissen, wo Sie Informationen und Ratschläge zu grenzüberschreitenden Einkäufen in der EU erhalten

Q17f.2 En pensant aux achats de biens ou de services que vous faites généralement chez des détaillants/fournisseurs situés ailleurs dans l’Union européenne, que cela soit par internet, ou au travers d’autres moyens à distance (par la poste, par téléphone) ou lors d’un voyage hors des frontières, que nous appelons “achats transfrontaliers”, veuillez me dire dans quelle mesure vous êtes d’accord ou non avec chacune des phrases suivantes. Vous savez où obtenir des informations et des conseils sur les achats transfrontaliers dans l’UE



T88


% (Total N)Flash EB

358

Diff.Flash EB

332

Flash EB358

Diff.Flash EB

332

Flash EB358

Diff.Flash EB

332EU 27 17064 7 3 32 -9 61 6

BE 580 3 0 37 -13 60 13

BG 646 9 -2 46 -5 45 7

CZ 763 9 4 41 -9 50 5

DK 606 4 3 32 -9 64 6

DE 690 5 3 40 -10 55 7

EE 660 7 1 30 -6 63 5

IE 431 4 1 31 -12 65 11

EL 592 8 3 46 -8 46 5

ES 675 3 -1 29 -7 68 8

FR 673 3 0 32 -7 65 7

IT 665 18 15 22 -12 60 -3

CY 271 12 7 39 -6 49 -1

LV 667 5 -2 38 -6 57 8

LT 659 7 2 59 -7 34 5

LU 234 2 -1 59 -11 39 12

HU 657 9 6 22 -1 69 -5

MT 200 8 -4 33 -11 59 15

NL 753 7 1 23 -9 70 8

AT 490 8 5 35 -16 57 11

PL 764 12 6 21 -10 67 4

PT 679 5 0 37 -9 58 9

RO 675 5 -1 51 -13 44 14

SI 727 4 0 46 -6 50 6

SK 644 9 4 35 -16 56 12

FI 619 5 3 45 -5 50 2

SE 747 9 3 32 -6 59 3

UK 618 4 -2 26 -6 70 8

HR 706 11 31 58

NO 384 4 -3 40 -10 56 13

IS 704 13 2 20 -1 67 -1Base: Respondents with Internet access at home, who didn't make any cross-border purchase via Internet in the EU



NSP/NR


Q17f.2 En pensant aux achats de biens ou de services que vous faites généralement chez des détaillants/fournisseurs situés ailleurs dans l’Union européenne, que cela soit par internet, ou au travers d’autres moyens à distance (par la poste, par téléphone) ou lors d’un voyage hors des frontières, que nous appelons “achats transfrontaliers”, veuillez me dire dans quelle mesure vous êtes d’accord ou non avec chacune des phrases suivantes. Vous savez où obtenir des informations et des conseils sur les achats transfrontaliers dans l’UE



Q17f.2 Wenn Sie einmal ganz allgemein an den Kauf von Waren oder Dienstleistungen über das Internet, das Telefon, per Post oder bei einer Auslandsreise bei Verkäufern / Anbietern mit Sitz in einem anderen EU-Land denken - was wir als “grenzüberschreitendes Einkaufen” bezeichnen -, bitte sagen Sie mir zu jeder der folgenden Aussagen, inwieweit Sie dieser zustimmen oder nicht zustimmen. Sie wissen, wo Sie Informationen und Ratschläge zu grenzüberschreitenden Einkäufen in der EU erhalten


Total 'D'accord'

T89


% (Total N)

EU 27 25543

BE 1002

BG 1002

CZ 1000

DK 1003

DE 1000

EE 1000

IE 1000

EL 1000

ES 1000

FR 1003

IT 1006

CY 504

LV 1000

LT 1002

LU 500

HU 1002

MT 500

NL 1006

AT 1002

PL 1000

PT 999

RO 1004

SI 1000

SK 1000

FI 1007

SE 1000

UK 1001

HR 1002

IS 501

NO 1000

20 15 14 45

20 27 19 29

19 33

31 20 15 29

19 33 22 15

14 21 18 42

6 17 29 43

25 20

17 23 27 30

17 28 25 27

7 14 24 51

23 31

10 17 36 33

7 17 36 34

23 16

33 20 9 29

20 23

17 26 18 32

7 16 18 52

22 33

19 31 25 20

17 45

9 18 24 46

25 19 13 31

6 18

8 11 26 51

21 20

21 16 16 34

12 19 18 47

25 31

6 12 28 49

32 37

12 26 13 41

33 22 14 26

11 17

Tend to disagree


9 17 25

Flash EB358


43

Flash EB358

14 21 27 35

Totally agree


Flash EB358

Plutôt d’accord

Tend to agree

Stimme eher zu

Flash EB358

Totally disagree

Q17.3 Wenn Sie einmal ganz allgemein an den Kauf von Waren oder Dienstleistungen über das Internet, das Telefon, per Post oder bei einer Auslandsreise bei Verkäufern / Anbietern mit Sitz in einem anderen EU-Land denken - was wir als “grenzüberschreitendes Einkaufen” bezeichnen -, bitte sagen Sie mir zu jeder der folgenden Aussagen, inwieweit Sie dieser zustimmen oder nicht zustimmen. Sie sind in den nächsten 12 Monaten an einer grenzüberschreitenden Transaktion in der Europäischen Union interessiert

Tout à fait d’accord Plutôt pas d’accord Pas du tout d’accord

Q17.3 En pensant aux achats de biens ou de services que vous faites généralement chez des détaillants/fournisseurs situés ailleurs dans l’Union européenne, que cela soit par internet, ou au travers d’autres moyens à distance (par la poste, par téléphone) ou lors d’un voyage hors des frontières, que nous appelons “achats transfrontaliers”, veuillez me dire dans quelle mesure vous êtes d’accord ou non avec chacune des phrases suivantes. Vous êtes intéressé(e) de faire une transaction transfrontalière dans l’UE au cours des 12 prochains mois


You are interested in making a cross-border purchase in the EU in the next 12 months

T90


% (Total N)

EU 27 25543

BE 1002

BG 1002

CZ 1000

DK 1003

DE 1000

EE 1000

IE 1000

EL 1000

ES 1000

FR 1003

IT 1006

CY 504

LV 1000

LT 1002

LU 500

HU 1002

MT 500

NL 1006

AT 1002

PL 1000

PT 999

RO 1004

SI 1000

SK 1000

FI 1007

SE 1000

UK 1001

HR 1002

IS 501

NO 1000

Total 'D'accord' Total 'Pas d'accord'


NSP/NR


Flash EB358

Flash EB358

Flash EB358


68

3 35 62

6 26

54

3 28 69

8 38

40

5 18 77

5 55

50

3 56 41

13 37

65

4 19 77

4 31

70

14 24 62

3 27

44

5 50 45

12 44

50

2 55 43

7 43

70

9 53 38

7 23

69

7 39 54

4 27

70

4 21 75

6 24

60

3 45 52

5 35

35

57

3 45 52

3 40

11 52 37

5 47

59

5 23 72

6

44

Q17.3 En pensant aux achats de biens ou de services que vous faites généralement chez des détaillants/fournisseurs situés ailleurs dans l’Union européenne, que cela soit par internet, ou au travers d’autres moyens à distance (par la poste, par téléphone) ou lors d’un voyage hors des frontières, que nous appelons “achats transfrontaliers”, veuillez me dire dans quelle mesure vous êtes d’accord ou non avec chacune des phrases suivantes. Vous êtes intéressé(e) de faire une transaction transfrontalière dans l’UE au cours des 12 prochains mois



Q17.3 Wenn Sie einmal ganz allgemein an den Kauf von Waren oder Dienstleistungen über das Internet, das Telefon, per Post oder bei einer Auslandsreise bei Verkäufern / Anbietern mit Sitz in einem anderen EU-Land denken - was wir als “grenzüberschreitendes Einkaufen” bezeichnen -, bitte sagen Sie mir zu jeder der folgenden Aussagen, inwieweit Sie dieser zustimmen oder nicht zustimmen.

Sie sind in den nächsten 12 Monaten an einer grenzüberschreitenden Transaktion in der Europäischen Union interessiert

5 51

48

T91


% (Total N)

EU 27 20748

BE 835

BG 749

CZ 833

DK 941

DE 815

EE 832

IE 893

EL 735

ES 788

FR 864

IT 769

CY 429

LV 812

LT 764

LU 432

HU 726

MT 405

NL 945

AT 847

PL 813

PT 777

RO 727

SI 871

SK 818

FI 881

SE 915

UK 819

HR 763

IS 481


22 16 15 41

23 31 20 23

20 27

32 20 16 27

19 35 21 14

15 24 18 38

7 19 30 39

28 23

18 25 28 26

20 30 24 24

8 17 26 45

24 28

10 17 37 32

7 18 38 31

24 18

37 23 10 22

20 17

20 29 19 26

9 20 21 44

25 36

21 34 26 16

19 41

10 21 25 41

27 21 14 29

7 22

9 12 28 47

21 17

24 19 17 27

15 24 19 39

26 33

7 13 32 44

33 32

15 30 15 34

35 23 14 23

12 19

Tend to disagree


10 19 27

Flash EB358


39

Flash EB358

16 23 27 31

Totally agree


Flash EB358

Plutôt d’accord

Tend to agree

Stimme eher zu

Flash EB358

Totally disagree

Q17b.3 Wenn Sie einmal ganz allgemein an den Kauf von Waren oder Dienstleistungen über das Internet, das Telefon, per Post oder bei einer Auslandsreise bei Verkäufern / Anbietern mit Sitz in einem anderen EU-Land denken - was wir als “grenzüberschreitendes Einkaufen” bezeichnen -, bitte sagen Sie mir zu jeder der folgenden Aussagen, inwieweit Sie dieser zustimmen oder nicht zustimmen.



Q17b.3 En pensant aux achats de biens ou de services que vous faites généralement chez des détaillants/fournisseurs situés ailleurs dans l’Union européenne, que cela soit par internet, ou au travers d’autres moyens à distance (par la poste, par téléphone) ou lors d’un voyage hors des frontières, que nous appelons “achats transfrontaliers”, veuillez me dire dans quelle mesure vous êtes d’accord ou non avec chacune des phrases suivantes. Vous êtes intéressé(e) de faire une transaction transfrontalière dans l’UE au cours des 12 prochains mois



T92


% (Total N)

EU 27 20748

BE 835

BG 749

CZ 833

DK 941

DE 815

EE 832

IE 893

EL 735

ES 788

FR 864

IT 769

CY 429

LV 812

LT 764

LU 432

HU 726

MT 405

NL 945

AT 847

PL 813

PT 777

RO 727

SI 871

SK 818

FI 881

SE 915

UK 819

HR 763

IS 481




NSP/NR


Flash EB358

Flash EB358

Flash EB358


66

3 39 58

5 29

49

4 31 65

6 45

37

4 20 76

5 58

44

3 59 38

13 43

58

4 21 75

3 39

66

11 29 60

3 31

43

3 55 42

9 48

45

2 61 37

6 49

65

8 60 32

6 29

69

6 42 52

4 27

69

4 25 71

6 25

56

2 50 48

5 39

38

54

2 51 47

3 43

11 54 35

3 54

56

5 26 69

6

43

Q17b.3 En pensant aux achats de biens ou de services que vous faites généralement chez des détaillants/fournisseurs situés ailleurs dans l’Union européenne, que cela soit par internet, ou au travers d’autres moyens à distance (par la poste, par téléphone) ou lors d’un voyage hors des frontières, que nous appelons “achats transfrontaliers”, veuillez me dire dans quelle mesure vous êtes d’accord ou non avec chacune des phrases suivantes. Vous êtes intéressé(e) de faire une transaction transfrontalière dans l’UE au cours des 12 prochains mois



Q17b.3 Wenn Sie einmal ganz allgemein an den Kauf von Waren oder Dienstleistungen über das Internet, das Telefon, per Post oder bei einer Auslandsreise bei Verkäufern / Anbietern mit Sitz in einem anderen EU-Land denken - was wir als “grenzüberschreitendes Einkaufen” bezeichnen -, bitte sagen Sie mir zu jeder der folgenden Aussagen, inwieweit Sie dieser zustimmen oder nicht zustimmen. Sie sind in den nächsten 12 Monaten an einer grenzüberschreitenden Transaktion in der Europäischen Union interessiert

5 52

43

T93


% (Total N)

EU 27 3752

BE 256

BG 104

CZ 71

DK 336

DE 128

EE 172

IE 478

EL 150

ES 115

FR 191

IT 108

CY 158

LV 148

LT 107

LU 203

HU 73

MT 210

NL 195

AT 366

PL 51

PT 100

RO 55

SI 144

SK 180

FI 265

SE 172

UK 203

HR 57

IS 98


64 21 7 6

56 35 8 1

8 8

63 22 6 6

44 35 11 3

35 40 4 17

13 38 26 16

58 26

33 28 24 13

50 38 6 3

31 38 10 14

27 20

31 37 14 10

38 30 9 14

26 23

52 27 6 10

16 9

50 39 4 4

21 40 18 15

36 38

40 40 17 2

8 7

24 30 19 22

34 27 13 21

30 49

26 26 21 22

12 6

49 18 10 11

44 34 10 8

39 39

18 28 28 21

13 4

48 33 12 5

64 24 5 4

36 41

Tend to disagree


28 33 19

Flash EB358


15

Flash EB358

34 38 17 7

Totally agree


Flash EB358

Plutôt d’accord

Tend to agree

Stimme eher zu

Flash EB358

Totally disagree

Q17c.3 Wenn Sie einmal ganz allgemein an den Kauf von Waren oder Dienstleistungen über das Internet, das Telefon, per Post oder bei einer Auslandsreise bei Verkäufern / Anbietern mit Sitz in einem anderen EU-Land denken - was wir als “grenzüberschreitendes Einkaufen” bezeichnen -, bitte sagen Sie mir zu jeder der folgenden Aussagen, inwieweit Sie dieser zustimmen oder nicht zustimmen. Sie sind in den nächsten 12 Monaten an einer grenzüberschreitenden Transaktion in der Europäischen Union interessiert


Q17c.3 En pensant aux achats de biens ou de services que vous faites généralement chez des détaillants/fournisseurs situés ailleurs dans l’Union européenne, que cela soit par internet, ou au travers d’autres moyens à distance (par la poste, par téléphone) ou lors d’un voyage hors des frontières, que nous appelons “achats transfrontaliers”, veuillez me dire dans quelle mesure vous êtes d’accord ou non avec chacune des phrases suivantes. Vous êtes intéressé(e) de faire une transaction transfrontalière dans l’UE au cours des 12 prochains mois



T94


% (Total N)

EU 27 3752

BE 256

BG 104

CZ 71

DK 336

DE 128

EE 172

IE 478

EL 150

ES 115

FR 191

IT 108

CY 158

LV 148

LT 107

LU 203

HU 73

MT 210

NL 195

AT 366

PL 51

PT 100

RO 55

SI 144

SK 180

FI 265

SE 172

UK 203

HR 57

IS 98




NSP/NR


Flash EB358

Flash EB358

Flash EB358


34

4 72 24

5 61

17

6 77 17

2 81

9

5 46 49

3 88

21

4 78 18

12 67

18

5 52 43

4 78

41

6 79 15

5 54

34

1 80 19

5 61

8

1 74 25

3 89

33

5 79 16

6 61

24

4 49 47

8 68

23

7 69 24

9 68

21

3 88 9

4 75

85

37

0 84 16

2 61

7 79 14

0 91

13

7 51 42

2

12

Q17c.3 En pensant aux achats de biens ou de services que vous faites généralement chez des détaillants/fournisseurs situés ailleurs dans l’Union européenne, que cela soit par internet, ou au travers d’autres moyens à distance (par la poste, par téléphone) ou lors d’un voyage hors des frontières, que nous appelons “achats transfrontaliers”, veuillez me dire dans quelle mesure vous êtes d’accord ou non avec chacune des phrases suivantes. Vous êtes intéressé(e) de faire une transaction transfrontalière dans l’UE au cours des 12 prochains mois



Q17c.3 Wenn Sie einmal ganz allgemein an den Kauf von Waren oder Dienstleistungen über das Internet, das Telefon, per Post oder bei einer Auslandsreise bei Verkäufern / Anbietern mit Sitz in einem anderen EU-Land denken - was wir als “grenzüberschreitendes Einkaufen” bezeichnen -, bitte sagen Sie mir zu jeder der folgenden Aussagen, inwieweit Sie dieser zustimmen oder nicht zustimmen. Sie sind in den nächsten 12 Monaten an einer grenzüberschreitenden Transaktion in der Europäischen Union interessiert

3 85

9

T95


% (Total N)

EU 27 21791

BE 746

BG 898

CZ 929

DK 667

DE 872

EE 828

IE 522

EL 850

ES 885

FR 812

IT 898

CY 346

LV 852

LT 895

LU 297

HU 929

MT 290

NL 811

AT 636

PL 949

PT 898

RO 949

SI 856

SK 820

FI 742

SE 828

UK 798

HR 945

IS 403


11 14 15 53

18 27 19 31

23 42

21 19 19 35

13 33 24 18

12 20 19 44

5 12 29 50

14 18

13 22 28 34

12 26 28 31

5 11 26 55

21 37

4 12 42 39

5 16 37 36

22 12

19 15 11 43

23 32

13 25 20 35

6 15 18 54

13 29

15 30 27 23

18 49

5 16 25 51

20 16 14 36

3 15

5 9 27 55

30 32

16 16 17 38

6 17 19 54

13 22

4 10 28 53

33 39

8 26 13 45

17 22 18 37

10 15

Tend to disagree


6 14 26

Flash EB358


48

Flash EB358

7 16 30 44

Totally agree


Flash EB358

Plutôt d’accord

Tend to agree

Stimme eher zu

Flash EB358

Totally disagree

Q17d.3 Wenn Sie einmal ganz allgemein an den Kauf von Waren oder Dienstleistungen über das Internet, das Telefon, per Post oder bei einer Auslandsreise bei Verkäufern / Anbietern mit Sitz in einem anderen EU-Land denken - was wir als “grenzüberschreitendes Einkaufen” bezeichnen -, bitte sagen Sie mir zu jeder der folgenden Aussagen, inwieweit Sie dieser zustimmen oder nicht zustimmen. Sie sind in den nächsten 12 Monaten an einer grenzüberschreitenden Transaktion in der Europäischen Union interessiert


Q17d.3 En pensant aux achats de biens ou de services que vous faites généralement chez des détaillants/fournisseurs situés ailleurs dans l’Union européenne, que cela soit par internet, ou au travers d’autres moyens à distance (par la poste, par téléphone) ou lors d’un voyage hors des frontières, que nous appelons “achats transfrontaliers”, veuillez me dire dans quelle mesure vous êtes d’accord ou non avec chacune des phrases suivantes. Vous êtes intéressé(e) de faire une transaction transfrontalière dans l’UE au cours des 12 prochains mois



T96


% (Total N)

EU 27 21791

BE 746

BG 898

CZ 929

DK 667

DE 872

EE 828

IE 522

EL 850

ES 885

FR 812

IT 898

CY 346

LV 852

LT 895

LU 297

HU 929

MT 290

NL 811

AT 636

PL 949

PT 898

RO 949

SI 856

SK 820

FI 742

SE 828

UK 798

HR 945

IS 403




NSP/NR


Flash EB358

Flash EB358

Flash EB358


74

3 23 74

6 20

58

3 25 72

8 34

55

5 14 81

6 39

55

3 35 62

13 32

73

4 14 82

4 23

76

15 18 67

3 21

50

5 45 50

14 36

55

3 42 55

7 38

72

12 34 54

7 21

81

8 34 58

3 16

73

3 16 81

6 21

63

3 38 59

5 32

25

62

3 32 65

3 35

12 46 42

5 45

68

4 17 79

7

54

Q17d.3 En pensant aux achats de biens ou de services que vous faites généralement chez des détaillants/fournisseurs situés ailleurs dans l’Union européenne, que cela soit par internet, ou au travers d’autres moyens à distance (par la poste, par téléphone) ou lors d’un voyage hors des frontières, que nous appelons “achats transfrontaliers”, veuillez me dire dans quelle mesure vous êtes d’accord ou non avec chacune des phrases suivantes. Vous êtes intéressé(e) de faire une transaction transfrontalière dans l’UE au cours des 12 prochains mois



Q17d.3 Wenn Sie einmal ganz allgemein an den Kauf von Waren oder Dienstleistungen über das Internet, das Telefon, per Post oder bei einer Auslandsreise bei Verkäufern / Anbietern mit Sitz in einem anderen EU-Land denken - was wir als “grenzüberschreitendes Einkaufen” bezeichnen -, bitte sagen Sie mir zu jeder der folgenden Aussagen, inwieweit Sie dieser zustimmen oder nicht zustimmen. Sie sind in den nächsten 12 Monaten an einer grenzüberschreitenden Transaktion in der Europäischen Union interessiert

6 40

50

T97


% (Total N)

EU 27 3684

BE 255

BG 103

CZ 71

DK 335

DE 125

EE 172

IE 462

EL 143

ES 113

FR 191

IT 104

CY 158

LV 144

LT 104

LU 198

HU 69

MT 205

NL 192

AT 358

PL 49

PT 98

RO 52

SI 144

SK 174

FI 261

SE 169

UK 201

HR 57

IS 97

NO 234Base: Respondents with Internet access at home, who did at least one cross-border purchase via Internet in the EU

65 21 7 5

56 35 8 1

8 8

63 22 6 6

44 35 11 3

37 42 4 13

13 37 26 16

59 25

33 27 25 13

50 38 6 3

31 39 10 13

26 20

30 38 14 10

39 28 10 14

26 24

52 27 6 10

16 9

51 39 4 3

19 42 18 14

36 38

41 39 17 2

8 7

24 30 19 22

34 27 13 21

30 49

27 26 20 22

12 6

49 18 10 11

46 33 9 8

38 41

18 29 27 21

13 4

48 33 12 5

65 23 5 4

36 41

Tend to disagree


28 33 18

Flash EB358


15

Flash EB358

34 37 17 8

Totally agree


Flash EB358

Plutôt d’accord

Tend to agree

Stimme eher zu

Flash EB358

Totally disagree

Q17e.3 Wenn Sie einmal ganz allgemein an den Kauf von Waren oder Dienstleistungen über das Internet, das Telefon, per Post oder bei einer Auslandsreise bei Verkäufern / Anbietern mit Sitz in einem anderen EU-Land denken - was wir als “grenzüberschreitendes Einkaufen” bezeichnen -, bitte sagen Sie mir zu jeder der folgenden Aussagen, inwieweit Sie dieser zustimmen oder nicht zustimmen.



Q17e.3 En pensant aux achats de biens ou de services que vous faites généralement chez des détaillants/fournisseurs situés ailleurs dans l’Union européenne, que cela soit par internet, ou au travers d’autres moyens à distance (par la poste, par téléphone) ou lors d’un voyage hors des frontières, que nous appelons “achats transfrontaliers”, veuillez me dire dans quelle mesure vous êtes d’accord ou non avec chacune des phrases suivantes. Vous êtes intéressé(e) de faire une transaction transfrontalière dans l’UE au cours des 12 prochains mois



T98


% (Total N)

EU 27 3684

BE 255

BG 103

CZ 71

DK 335

DE 125

EE 172

IE 462

EL 143

ES 113

FR 191

IT 104

CY 158

LV 144

LT 104

LU 198

HU 69

MT 205

NL 192

AT 358

PL 49

PT 98

RO 52

SI 144

SK 174

FI 261

SE 169

UK 201

HR 57

IS 97

NO 234Base: Respondents with Internet access at home, who did at least one cross-border purchase via Internet in the EU



NSP/NR


Flash EB358

Flash EB358

Flash EB358


33

4 71 25

6 61

17

6 77 17

2 81

9

5 47 48

3 88

21

3 79 18

12 67

17

5 53 42

4 79

41

6 79 15

5 54

34

1 80 19

5 61

7

1 74 25

3 90

32

5 79 16

7 61

24

4 50 46

8 68

24

7 70 23

9 67

17

3 88 9

4 79

86

38

0 84 16

2 60

7 79 14

0 91

12

8 50 42

2

12

Q17e.3 En pensant aux achats de biens ou de services que vous faites généralement chez des détaillants/fournisseurs situés ailleurs dans l’Union européenne, que cela soit par internet, ou au travers d’autres moyens à distance (par la poste, par téléphone) ou lors d’un voyage hors des frontières, que nous appelons “achats transfrontaliers”, veuillez me dire dans quelle mesure vous êtes d’accord ou non avec chacune des phrases suivantes. Vous êtes intéressé(e) de faire une transaction transfrontalière dans l’UE au cours des 12 prochains mois



Q17e.3 Wenn Sie einmal ganz allgemein an den Kauf von Waren oder Dienstleistungen über das Internet, das Telefon, per Post oder bei einer Auslandsreise bei Verkäufern / Anbietern mit Sitz in einem anderen EU-Land denken - was wir als “grenzüberschreitendes Einkaufen” bezeichnen -, bitte sagen Sie mir zu jeder der folgenden Aussagen, inwieweit Sie dieser zustimmen oder nicht zustimmen. Sie sind in den nächsten 12 Monaten an einer grenzüberschreitenden Transaktion in der Europäischen Union interessiert

3 85

9

T99


% (Total N)

EU 27 17064

BE 580

BG 646

CZ 763

DK 606

DE 690

EE 660

IE 431

EL 592

ES 675

FR 673

IT 665

CY 271

LV 667

LT 659

LU 234

HU 657

MT 200

NL 753

AT 490

PL 764

PT 679

RO 675

SI 727

SK 644

FI 619

SE 747

UK 618

HR 706

IS 384

NO 704Base: Respondents with Internet access at home, who didn't make any cross-border purchase via Internet in the EU

12 15 16 50

20 31 21 25

25 36

22 20 19 33

13 35 24 17

13 23 20 39

5 13 32 46

15 21

14 24 29 30

13 29 28 28

5 14 28 50

23 34

5 12 43 37

5 18 40 32

23 13

22 18 14 34

23 24

15 28 21 29

8 18 21 47

16 34

16 33 27 20

20 47

6 18 27 47

22 18 16 33

4 17

6 10 29 51

31 29

17 20 18 31

8 21 22 46

14 24

5 10 33 48

35 35

9 29 16 39

19 23 19 34

10 17

Tend to disagree


7 15 29

Flash EB358


44

Flash EB358

8 18 31 41

Totally agree


Flash EB358

Plutôt d’accord

Tend to agree

Stimme eher zu

Flash EB358

Totally disagree

Q17f.3 Wenn Sie einmal ganz allgemein an den Kauf von Waren oder Dienstleistungen über das Internet, das Telefon, per Post oder bei einer Auslandsreise bei Verkäufern / Anbietern mit Sitz in einem anderen EU-Land denken - was wir als “grenzüberschreitendes Einkaufen” bezeichnen -, bitte sagen Sie mir zu jeder der folgenden Aussagen, inwieweit Sie dieser zustimmen oder nicht zustimmen. Sie sind in den nächsten 12 Monaten an einer grenzüberschreitenden Transaktion in der Europäischen Union interessiert


Q17f.3 En pensant aux achats de biens ou de services que vous faites généralement chez des détaillants/fournisseurs situés ailleurs dans l’Union européenne, que cela soit par internet, ou au travers d’autres moyens à distance (par la poste, par téléphone) ou lors d’un voyage hors des frontières, que nous appelons “achats transfrontaliers”, veuillez me dire dans quelle mesure vous êtes d’accord ou non avec chacune des phrases suivantes. Vous êtes intéressé(e) de faire une transaction transfrontalière dans l’UE au cours des 12 prochains mois



T100


% (Total N)

EU 27 17064

BE 580

BG 646

CZ 763

DK 606

DE 690

EE 660

IE 431

EL 592

ES 675

FR 673

IT 665

CY 271

LV 667

LT 659

LU 234

HU 657

MT 200

NL 753

AT 490

PL 764

PT 679

RO 675

SI 727

SK 644

FI 619

SE 747

UK 618

HR 706

IS 384

NO 704Base: Respondents with Internet access at home, who didn't make any cross-border purchase via Internet in the EU



NSP/NR


Flash EB358

Flash EB358

Flash EB358


73

2 26 72

5 22

55

3 27 70

7 38

53

4 15 81

5 42

49

2 38 60

14 37

68

4 16 80

3 29

74

12 21 67

2 24

49

4 49 47

11 40

50

3 50 47

7 43

68

12 40 48

6 26

80

7 36 57

3 17

72

3 19 78

5 23

59

2 42 56

5 36

27

59

3 36 61

3 38

11 48 41

3 51

66

4 18 78

7

52

Q17f.3 En pensant aux achats de biens ou de services que vous faites généralement chez des détaillants/fournisseurs situés ailleurs dans l’Union européenne, que cela soit par internet, ou au travers d’autres moyens à distance (par la poste, par téléphone) ou lors d’un voyage hors des frontières, que nous appelons “achats transfrontaliers”, veuillez me dire dans quelle mesure vous êtes d’accord ou non avec chacune des phrases suivantes. Vous êtes intéressé(e) de faire une transaction transfrontalière dans l’UE au cours des 12 prochains mois



Q17f.3 Wenn Sie einmal ganz allgemein an den Kauf von Waren oder Dienstleistungen über das Internet, das Telefon, per Post oder bei einer Auslandsreise bei Verkäufern / Anbietern mit Sitz in einem anderen EU-Land denken - was wir als “grenzüberschreitendes Einkaufen” bezeichnen -, bitte sagen Sie mir zu jeder der folgenden Aussagen, inwieweit Sie dieser zustimmen oder nicht zustimmen. Sie sind in den nächsten 12 Monaten an einer grenzüberschreitenden Transaktion in der Europäischen Union interessiert

6 42

46

T101


% (Total N)

EU 27 25543

BE 1002

BG 1002

CZ 1000

DK 1003

DE 1000

EE 1000

IE 1000

EL 1000

ES 1000

FR 1003

IT 1006

CY 504

LV 1000

LT 1002

LU 500

HU 1002

MT 500

NL 1006

AT 1002

PL 1000

PT 999

RO 1004

SI 1000

SK 1000

FI 1007

SE 1000

UK 1001

HR 1002

IS 501

NO 1000 10 90 0

42 58 0

16 84 0

0

24 76 0

13 87 0

16 84

35 63 2

29 70 1

40 59 1

43 56 1

45 54 1

26 73 1

38 60 2

9 91 0

49 51 0

33 67 0

25 75 0

27 72 1

17 82 1

30 70 0

8 91 1

14 85 1

25 75 0

30 70 0

36 63 1

20 79 1

16 83 1

8 92 0

1

18 82 0

35 65 0

22 77

Oui

Yes

Ja

Flash EB358

NSP/NR

DK/NA

WN/KA

Flash EB358

Non

No

Nein

Flash EB358

Q18 Avez-vous entendu parler des Centres européens des consommateurs?

Q18 Have you heard of the European Consumer Centres?

Q18 Haben Sie schon einmal von den Europäischen Verbraucherzentren gehört?

T102


% (Total N)Flash EB

358

Diff.Flash EB

332

Flash EB358

Diff.Flash EB

332

Flash EB358

Diff.Flash EB

332EU 27 25543 44 -2 54 7 2 -5

BE 1002 39 1 60 2 1 -3

BG 1002 60 9 39 -6 1 -3

CZ 1000 65 8 33 -1 2 -7

DK 1003 39 3 58 2 3 -5

DE 1000 35 -10 63 12 2 -2

EE 1000 44 9 54 -4 2 -5

IE 1000 40 -6 59 8 1 -2

EL 1000 54 7 45 -3 1 -4

ES 1000 54 -9 45 17 1 -8

FR 1003 43 -3 55 11 2 -8

IT 1006 37 1 60 5 3 -6

CY 504 65 17 33 -16 2 -1

LV 1000 48 15 50 -6 2 -9

LT 1002 42 7 56 -3 2 -4

LU 500 37 5 62 -2 1 -3

HU 1002 64 17 34 -16 2 -1

MT 500 45 -1 53 4 2 -3

NL 1006 47 -9 52 11 1 -2

AT 1002 52 1 46 -1 2 0

PL 1000 56 10 42 -2 2 -8

PT 999 41 -1 58 8 1 -7

RO 1004 49 1 50 -1 1 0

SI 1000 53 10 46 -4 1 -6

SK 1000 69 12 30 -9 1 -3

FI 1007 46 -9 53 11 1 -2

SE 1000 37 5 58 2 5 -7

UK 1001 33 -10 66 15 1 -5

HR 1002 51 47 2

NO 1000 50 4 49 1 1 -5

IS 501 49 2 48 2 3 -4

Oui NSP/NR

DK/NA

WN/KA

Yes

Ja

Non

No

Nein

Q19.1 Ist Ihnen irgendeines der folgenden Dinge in den letzten 12 Monaten passiert? Sie sind auf irreführende oder täuschende Werbung, Aussagen oder Angebote gestossen. Irreführende oder täuschende Werbung ist Werbung, die falsche Informationen enthält oder sachlich richtige Informationen in Bezug auf die zu verkaufenden Waren oder Dienstleistungen missverständlich verwendet

Q19.1 Pour chacune des situations suivantes, pourriez-vous me dire si cela vous est arrivé au cours des 12 derniersmois ?

Vous êtes tombé(e) sur des publicités, des déclarations ou des offres mensongères ou trompeuses. Les publicités mensongères ou trompeuses sont celles qui contiennent de fausses informations ou qui présentent des données factuelles correctes d’une manière trompeuse sur les biens ou services en vente

Q19.1 Have any of the following happened to you in the past 12 months? You came across misleading or deceptive advertisements, statements or offers. Misleading or deceptive advertisements are those which contain false information or present factually correct information in a misleading manner about the goods or services on sale

T103


% (Total N)Flash EB

358

Diff.Flash EB

332

Flash EB358

Diff.Flash EB

332

Flash EB358

Diff.Flash EB

332EU 27 20748 47 -2 51 7 2 -5

BE 835 40 -1 59 3 1 -2

BG 749 63 5 36 -2 1 -3

CZ 833 68 8 30 -1 2 -7

DK 941 40 2 57 3 3 -5

DE 815 39 -9 59 10 2 -1

EE 832 47 10 51 -5 2 -5

IE 893 41 -8 58 10 1 -2

EL 735 57 5 42 -1 1 -4

ES 788 58 -8 41 15 1 -7

FR 864 44 -3 54 11 2 -8

IT 769 41 2 56 4 3 -6

CY 429 67 16 31 -16 2 0

LV 812 51 16 48 -5 1 -11

LT 764 47 10 52 -5 1 -5

LU 432 41 6 59 -2 0 -4

HU 726 66 16 32 -15 2 -1

MT 405 48 -2 50 5 2 -3

NL 945 48 -10 51 12 1 -2

AT 847 54 2 44 -2 2 0

PL 813 59 11 39 -3 2 -8

PT 777 44 -2 55 9 1 -7

RO 727 52 0 47 0 1 0

SI 871 56 12 43 -6 1 -6

SK 818 70 10 29 -7 1 -3

FI 881 49 -10 50 12 1 -2

SE 915 39 5 57 3 4 -8

UK 819 36 -10 63 15 1 -5

HR 763 54 44 2

NO 481 50 3 49 2 1 -5

IS 938 49 1 48 3 3 -4Base: Respondents with Internet access at home

Oui NSP/NR

DK/NA

WN/KA

Yes

Ja

Non

No

Nein

Q19b.1 Ist Ihnen irgendeines der folgenden Dinge in den letzten 12 Monaten passiert? Sie sind auf irreführende oder täuschende Werbung, Aussagen oder Angebote gestossen. Irreführende oder täuschende Werbung ist Werbung, die falsche Informationen enthält oder sachlich richtige Informationen in Bezug auf die zu verkaufenden Waren oder Dienstleistungen missverständlich verwendet

Q19b.1 Pour chacune des situations suivantes, pourriez-vous me dire si cela vous est arrivé au cours des 12 derniersmois ?

Vous êtes tombé(e) sur des publicités, des déclarations ou des offres mensongères ou trompeuses. Les publicités mensongères ou trompeuses sont celles qui contiennent de fausses informations ou qui présentent des données factuelles correctes d’une manière trompeuse sur les biens ou services en vente

Q19b.1 Have any of the following happened to you in the past 12 months? You came across misleading or deceptive advertisements, statements or offers. Misleading or deceptive advertisements are those which contain false information or present factually correct information in a misleading manner about the goods or services on sale

T104


% (Total N)Flash EB

358

Diff.Flash EB

332

Flash EB358

Diff.Flash EB

332

Flash EB358

Diff.Flash EB

332EU 27 11225 23 5 77 -5 0 0

BE 391 19 1 81 0 0 -1

BG 600 35 -1 64 1 1 0

CZ 649 14 -2 86 2 0 0

DK 393 15 0 85 1 0 -1

DE 355 19 8 81 -8 0 0

EE 442 16 -5 83 4 1 1

IE 402 41 19 58 -20 1 1

EL 536 25 8 74 -8 1 0

ES 541 23 3 77 -3 0 0

FR 433 18 -3 82 3 0 0

IT 374 15 -2 85 3 0 -1

CY 326 31 15 69 -14 0 -1

LV 485 27 13 73 -11 0 -2

LT 419 26 9 73 -10 1 1

LU 186 23 9 77 -9 0 0

HU 641 22 -3 77 3 1 0

MT 225 29 8 71 -8 0 0

NL 468 19 6 81 -6 0 0

AT 522 17 7 83 -7 0 0

PL 563 30 4 69 -5 1 1

PT 408 16 -6 84 6 0 0

RO 497 24 4 76 -4 0 0

SI 531 18 -1 81 0 1 1

SK 691 27 9 72 -10 1 1

FI 466 17 2 83 -2 0 0

SE 367 23 -10 76 9 1 1

UK 325 42 26 57 -26 1 0

HR 514 33 67 0

NO 495 27 3 73 -2 0 -1

IS 244 13 -5 86 5 1 0

Oui NSP/NR

DK/NA

WN/KA

Yes

Ja

Non

No

Nein

Q19.2 Ist Ihnen irgendeines der folgenden Dinge in den letzten 12 Monaten passiert?

Sie haben aufgrund einer Werbung oder eines Angebots, das sich als irreführend oder täuschend herausgestellt hat, etwas gekauft


Vous avez acheté quelque chose en raison d’une publicité ou d’une offre qui s’est avérée être mensongère ou trompeuse

Q19.2 Have any of the following happened to you in the past 12 months?

You bought something based on an advertisement or offer that turned out to be misleading or deceptive

T105


% (Total N)Flash EB

358

Diff.Flash EB

332

Flash EB358

Diff.Flash EB

332

Flash EB358

Diff.Flash EB

332EU 27 22293 12 2 38 -5 50 3

BE 888 8 0 36 0 56 0

BG 873 24 1 44 4 32 -5

CZ 916 10 0 61 7 29 -7

DK 957 6 0 35 3 59 -3

DE 855 8 3 34 -12 58 9

EE 882 8 0 42 10 50 -10

IE 928 18 7 25 -15 57 8

EL 853 16 6 47 -2 37 -4

ES 873 14 0 48 -9 38 9

FR 917 8 -3 39 -1 53 4

IT 830 7 -1 38 1 55 0

CY 469 21 12 48 1 31 -13

LV 884 15 9 40 6 45 -15

LT 826 13 6 37 2 50 -8

LU 442 10 5 32 0 58 -5

HU 885 16 2 56 13 28 -15

MT 436 15 4 36 -7 49 3

NL 962 10 2 39 -13 51 11

AT 907 10 5 47 -3 43 -2

PL 894 19 5 44 5 37 -10

PT 841 8 -3 41 1 51 2

RO 847 14 2 45 -2 41 0

SI 916 11 2 47 8 42 -10

SK 934 20 8 53 0 27 -8

FI 913 9 0 42 -10 49 10

SE 929 9 -2 30 6 61 -4

UK 845 16 8 22 -18 62 10

HR 863 19 40 41

NO 488 14 2 37 1 49 -3

IS 962 7 -2 43 3 50 -1Base: Respondents with Internet access at home

Oui NSP/NR

DK/NA

WN/KA

Yes

Ja

Non

No

Nein

Q19b.2 Ist Ihnen irgendeines der folgenden Dinge in den letzten 12 Monaten passiert?

Sie haben aufgrund einer Werbung oder eines Angebots, das sich als irreführend oder täuschend herausgestellt hat, etwas gekauft


Vous avez acheté quelque chose en raison d’une publicité ou d’une offre qui s’est avérée être mensongère ou trompeuse

Q19b.2 Have any of the following happened to you in the past 12 months?

You bought something based on an advertisement or offer that turned out to be misleading or deceptive

T106


% (Total N)Flash EB

358

Diff.Flash EB

332

Flash EB358

Diff.Flash EB

332

Flash EB358

Diff.Flash EB

332EU 27 25543 32 3 67 2 1 -5

BE 1002 24 -2 76 5 0 -3

BG 1002 37 1 62 2 1 -3

CZ 1000 48 10 50 -3 2 -7

DK 1003 37 8 62 -4 1 -4

DE 1000 38 7 61 -2 1 -5

EE 1000 19 -5 80 14 1 -9

IE 1000 45 16 54 -13 1 -3

EL 1000 40 -1 59 4 1 -3

ES 1000 31 -4 68 13 1 -9

FR 1003 40 14 59 -9 1 -5

IT 1006 17 4 81 1 2 -5

CY 504 43 2 56 1 1 -3

LV 1000 21 -4 78 7 1 -3

LT 1002 27 -3 72 7 1 -4

LU 500 32 10 67 -7 1 -3

HU 1002 28 -2 71 4 1 -2

MT 500 30 5 70 -2 0 -3

NL 1006 36 6 63 -3 1 -3

AT 1002 45 4 54 0 1 -4

PL 1000 40 -1 59 8 1 -7

PT 999 26 2 74 5 0 -7

RO 1004 31 5 68 -4 1 -1

SI 1000 28 2 70 5 2 -7

SK 1000 45 3 54 -1 1 -2

FI 1007 28 -5 71 8 1 -3

SE 1000 34 3 64 3 2 -6

UK 1001 24 -1 75 5 1 -4

HR 1002 35 64 1

NO 1000 35 9 63 -6 2 -3

IS 501 27 -7 71 11 2 -4

Oui NSP/NR

DK/NA

WN/KA

Yes

Ja

Non

No

Nein


Sie sind auf betrügerische Werbung, Aussagen oder Angebote gestossen. Mit betrügerischer Werbung wird versucht Geld zu verdienen ohne irgendetwas zu verkaufen, z. B. mit einem erfundenen Lotteriegewinn


Vous êtes tombé(e) sur des publicités, des déclarations ou offres frauduleuses. Des publicités frauduleuses tentent réellement d'obtenir de l'argent sans vendre quoi que ce soit, par exemple, une arnaque à la loterie


You came across fraudulent advertisements, statements or offers. Fraudulent advertisements actually attempt to obtain money without selling anything, for example a lottery scam

T107


% (Total N)Flash EB

358

Diff.Flash EB

332

Flash EB358

Diff.Flash EB

332

Flash EB358

Diff.Flash EB

332EU 27 20748 35 4 64 1 1 -5

BE 835 27 -2 73 4 0 -2

BG 749 41 1 58 3 1 -4

CZ 833 50 11 48 -4 2 -7

DK 941 38 7 61 -3 1 -4

DE 815 40 7 59 -2 1 -5

EE 832 20 -7 79 15 1 -8

IE 893 46 15 53 -12 1 -3

EL 735 44 -2 55 5 1 -3

ES 788 34 -3 65 10 1 -7

FR 864 41 13 58 -8 1 -5

IT 769 20 6 78 -1 2 -5

CY 429 45 0 54 1 1 -1

LV 812 22 -4 77 7 1 -3

LT 764 28 -5 71 9 1 -4

LU 432 35 11 65 -7 0 -4

HU 726 29 -2 70 5 1 -3

MT 405 31 3 69 0 0 -3

NL 945 37 5 61 -3 2 -2

AT 847 47 5 52 -1 1 -4

PL 813 43 1 56 6 1 -7

PT 777 27 0 73 7 0 -7

RO 727 33 3 66 -2 1 -1

SI 871 29 2 69 6 2 -8

SK 818 46 4 53 -1 1 -3

FI 881 30 -5 69 7 1 -2

SE 915 35 3 63 3 2 -6

UK 819 26 -1 73 5 1 -4

HR 763 37 62 1

NO 481 35 8 63 -5 2 -3

IS 938 27 -7 71 11 2 -4Base: Respondents with Internet access at home

Oui NSP/NR

DK/NA

WN/KA

Yes

Ja

Non

No

Nein


Sie sind auf betrügerische Werbung, Aussagen oder Angebote gestossen. Mit betrügerischer Werbung wird versucht Geld zu verdienen ohne irgendetwas zu verkaufen, z. B. mit einem erfundenen Lotteriegewinn


Vous êtes tombé(e) sur des publicités, des déclarations ou offres frauduleuses. Des publicités frauduleuses tentent réellement d'obtenir de l'argent sans vendre quoi que ce soit, par exemple, une arnaque à la loterie


You came across fraudulent advertisements, statements or offers. Fraudulent advertisements actually attempt to obtain money without selling anything, for example a lottery scam

T108


% (Total N)Flash EB

358

Diff.Flash EB

332

Flash EB358

Diff.Flash EB

332

Flash EB358

Diff.Flash EB

332EU 27 8248 10 -8 90 8 0 0

BE 239 7 -9 93 9 0 0

BG 373 26 -10 74 11 0 -1

CZ 482 13 -3 87 3 0 0

DK 369 3 -7 97 7 0 0

DE 379 6 -8 94 8 0 0

EE 184 6 -6 94 6 0 0

IE 454 9 -13 91 13 0 0

EL 398 18 2 82 -1 0 -1

ES 315 14 -6 86 7 0 -1

FR 396 6 -12 94 13 0 -1

IT 176 5 -14 95 14 0 0

CY 219 24 8 75 -9 1 1

LV 212 14 -2 86 2 0 0

LT 272 15 -5 85 6 0 -1

LU 162 9 -10 91 12 0 -2

HU 278 19 -3 81 4 0 -1

MT 150 11 0 89 0 0 0

NL 362 9 -3 91 4 0 -1

AT 451 9 -2 91 3 0 -1

PL 399 20 -1 80 2 0 -1

PT 256 12 -7 88 7 0 0

RO 311 7 -12 93 12 0 0

SI 280 12 -8 88 8 0 0

SK 446 15 -2 85 2 0 0

FI 287 9 -6 91 6 0 0

SE 338 8 -16 92 17 0 -1

UK 243 8 -8 91 8 1 0

HR 351 25 75 0

NO 347 9 -9 91 9 0 0

IS 134 3 -9 97 9 0 0

Oui NSP/NR

DK/NA

WN/KA

Yes

Ja

Non

No

Nein


Sie haben aufgrund einer Werbung oder eines Angebots, das sich als betrügerisch herausgestellt hat, etwas gekauft


Vous avez acheté quelque chose en raison d’une publicité ou d’une offre qui s’est avérée être frauduleuse


You bought something based on an advertisement or offer that turned out to be fraudulent

T109


% (Total N)Flash EB

358

Diff.Flash EB

332

Flash EB358

Diff.Flash EB

332

Flash EB358

Diff.Flash EB

332EU 27 7181 10 -8 90 8 0 0

BE 223 6 -11 94 11 0 0

BG 311 26 -10 74 11 0 -1

CZ 414 12 -3 88 3 0 0

DK 362 3 -7 97 7 0 0

DE 327 7 -7 93 7 0 0

EE 166 6 -6 94 6 0 0

IE 415 9 -14 91 14 0 0

EL 322 17 2 83 -1 0 -1

ES 267 14 -8 86 8 0 0

FR 354 6 -12 94 12 0 0

IT 153 5 -16 95 16 0 0

CY 195 25 9 74 -10 1 1

LV 181 13 -2 87 2 0 0

LT 216 14 -5 86 6 0 -1

LU 151 9 -11 91 13 0 -2

HU 211 18 -3 82 3 0 0

MT 124 11 1 89 -1 0 0

NL 350 10 -2 90 3 0 -1

AT 400 10 -1 90 2 0 -1

PL 347 21 1 79 -1 0 0

PT 210 13 -3 87 3 0 0

RO 243 6 -9 94 9 0 0

SI 252 10 -9 90 9 0 0

SK 376 15 -1 85 1 0 0

FI 265 9 -7 91 7 0 0

SE 318 8 -18 92 18 0 0

UK 216 7 -11 92 10 1 1

HR 281 24 76 0

NO 133 8 -10 92 10 0 0

IS 330 3 -10 97 10 0 0Base: Respondents with Internet access at home

Oui NSP/NR

DK/NA

WN/KA

Yes

Ja

Non

No

Nein


Sie haben aufgrund einer Werbung oder eines Angebots, das sich als betrügerisch herausgestellt hat, etwas gekauft


Vous avez acheté quelque chose en raison d’une publicité ou d’une offre qui s’est avérée être frauduleuse


You bought something based on an advertisement or offer that turned out to be fraudulent

T110


% (Total N)

EU 27 25543

BE 1002

BG 1002

CZ 1000

DK 1003

DE 1000

EE 1000

IE 1000

EL 1000

ES 1000

FR 1003

IT 1006

CY 504

LV 1000

LT 1002

LU 500

HU 1002

MT 500

NL 1006

AT 1002

PL 1000

PT 999

RO 1004

SI 1000

SK 1000

FI 1007

SE 1000

UK 1001

HR 1002

IS 501

NO 1000 3 17 1567 2 16 9

18

53 4 18 5 2 10 25

36 3 9 14

4 1912 17

9 42

19

47 5 12 10 4 21 31

53 2

13

62 2 9 12 2 17 21

40 13 17 15

13 289 17

28 30

14

65 12 36 31 35 14 4

47 9

16

43 3 10 14 6 35 26

43 6 5 24

15 1320 21

34 10

9

61 4 19 23 12 14 13

75 2

17

56 8 6 15 15 23 13

43 6 14 15

13 177 17

21 26

20

54 5 22 9 4 20 23

39 16

18

58 7 16 16 11 22 20

41 18 4 11

5 1728 13

14 18

12

59 4 10 20 20 20 14

61 3

21

51 1 12 10 2 51 13

42 12 4 13

31 127 20

5 37

17

50 10 12 14 11 18 21

53 10

23

61 5 20 34 25 15 13

60 2 6 7

26 128 14

3 16

21

48 17 19 15 22 35 11

31 12

14 22 16

61 6 14 12 8 22 17

54 5 15 18

NSP/NR

DK/NA

WN/KA

Flash EB358

Autres

Others

Andere

Flash EB358

La vente en porte à porte

Doorstep selling

Bei Haustürgesch

äften

Flash EB358

Le téléphone

Phone

Am Telefon

Flash EB358

La poste

Post

Per Post

Flash EB358

Un magasin

Shop

In Geschäften

Flash EB358

Internet

Internet

Im Internet

Flash EB358

Q20 Par quels canaux de vente êtes-vous le plus susceptible de rencontrer des publicités ou des offres mensongères, trompeuses ou frauduleuses? (NE PAS LIRE – PLUSIEURS REPONSES POSSIBLES)

Q20 In which sales channels are you most likely to come across misleading, deceptive or fraudulent advertisements or offers? (DO NOT READ OUT – MULTIPLE ANSWERS POSSIBLE)

Q20 In welchen Verkaufskanälen, also bei welcher Art des Einkaufs, ist die Wahrscheinlichkeit am größten, dass Ihnen irreführende, täuschende oder betrügerische Werbung oder Angebote begegnen? (NICHT VORLESEN - MEHRFACHANTWORTEN MÖGLICH)

T111


% (Total N)

EU 27 20748

BE 835

BG 749

CZ 833

DK 941

DE 815

EE 832

IE 893

EL 735

ES 788

FR 864

IT 769

CY 429

LV 812

LT 764

LU 432

HU 726

MT 405

NL 945

AT 847

PL 813

PT 777

RO 727

SI 871

SK 818

FI 881

SE 915

UK 819

HR 763

IS 481


2 17 1470 2 16 8

16

53 4 19 6 2 10 25

44 3 9 13

4 1912 17

7 42

17

55 5 12 10 4 22 25

56 2

12

68 2 10 12 2 17 17

45 12 18 15

13 279 18

28 32

11

68 12 37 32 36 14 3

56 10

12

51 3 10 14 6 35 21

48 6 6 25

15 1420 22

37 9

8

65 3 19 23 12 16 10

77 2

13

63 9 6 15 15 22 10

53 6 14 16

13 178 20

19 25

15

61 5 24 9 4 20 18

46 15

16

65 7 16 16 12 21 18

46 17 3 11

5 1728 14

14 18

9

65 5 10 19 22 19 11

69 3

15

59 1 12 10 2 51 10

49 10 3 14

31 127 21

5 38

14

54 11 11 14 12 18 18

58 11

21

68 5 22 34 26 15 9

63 2 6 8

27 127 14

3 17

16

53 17 20 16 23 34 9

38 10

15 22 13

68 6 13 12 8 22 12

61 5 15 19

NSP/NR

DK/NA

WN/KA

Flash EB358

Autres

Others

Andere

Flash EB358

La vente en porte à porte

Doorstep selling

Bei Haustürgesch

äften

Flash EB358

Le téléphone

Phone

Am Telefon

Flash EB358

La poste

Post

Per Post

Flash EB358

Un magasin

Shop

In Geschäften

Flash EB358

Internet

Internet

Im Internet

Flash EB358

Q20b Par quels canaux de vente êtes-vous le plus susceptible de rencontrer des publicités ou des offres mensongères, trompeuses ou frauduleuses? (NE PAS LIRE – PLUSIEURS REPONSES POSSIBLES)

Q20b In which sales channels are you most likely to come across misleading, deceptive or fraudulent advertisements or offers? (DO NOT READ OUT – MULTIPLE ANSWERS POSSIBLE)

Q20b In welchen Verkaufskanälen, also bei welcher Art des Einkaufs, ist die Wahrscheinlichkeit am größten, dass Ihnen irreführende, täuschende oder betrügerische Werbung oder Angebote begegnen? (NICHT VORLESEN - MEHRFACHANTWORTEN MÖGLICH)

T112

Documents

CONSUMER ATTITUDES TOWARDS CROSS- BORDER TRADE AND CONSUMER PROTECTION€¦ · FLASH EB 358 “Consumer attitudes towards cross-border trade and consumer protection” Eurobarometer