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Flash Eurobarometer
This survey was requested by the EC Directorate-General SANCO, Health and Consumer
Protection and coordinated by Directorate-General “Communication”.
This document does not represent the point of view of the European Commission.
The interpretations and opinions contained in it are solely those of the authors.
European
Commission
Fla
sh
Eu
rob
aro
me
ter
27
5
– T
he
Ga
llu
p O
rga
niz
ati
on
Flash Eurobarometer
Consumer protection and
consumer rights in Bulgaria
Wave 2
Analytical Report
Fieldwork: March 2010
Publication: May 2010
European
Commission
Flash EB Series #275
Consumer protection and consumer
rights in Bulgaria
Survey conducted by The Gallup Organization, Hungary upon the request of the
European Commission, Directorate-General “Health and Consumer
Protection”
Coordinated by Directorate-General Communication
This document does not represent the point of view of the European Commission.
The interpretations and opinions contained in it are solely those of the authors.
THE GALLUP ORGANIZATION
Flash EB No 275- Consumer protection and consumer rights (BG - wave 2) Analytical Report
page 3
Table of Contents
Introduction ............................................................................................................................................ 4
Main findings ......................................................................................................................................... 5
1. The information campaign ................................................................................................................. 7
1.1 Campaign awareness .................................................................................................................... 7 1.2 Media channels ........................................................................................................................... 10 1.3 Evaluation of the information campaign .................................................................................... 11
2. Information sources about consumer rights ...................................................................................... 12
2.1 Methods of seeking information about consumer rights ............................................................ 12 2.2 Information or advice in case of problems ................................................................................. 13
3. Consumer rights institutions, organisations and associations ........................................................... 15
3.2 Trust in consumer rights bodies ................................................................................................. 17 3.3 Use of information or help from consumer rights bodies ........................................................... 18
4. Support for an independent consumer organisation and a dedicated magazine and website ........... 19
4.1 A consumer rights magazine and website .................................................................................. 19 4.2 Funding an independent consumer organisation ........................................................................ 20
5. Protection of consumer rights in Bulgaria ........................................................................................ 22
Annex tables ......................................................................................................................................... 25
Survey details ....................................................................................................................................... 56
Questionnaire ........................................................................................................................................ 58
Analytical Report Flash EB No 275- Consumer protection and consumer rights (BG - wave 2)
page 4
Introduction
This report is the second wave of a survey relating to an EU information campaign about consumer
rights in Bulgaria. The campaign is an EU initiative to empower Bulgarian citizens in this area and
make consumer rights work for them in practice. It was launched on the 21 January 2010 and will run
until the end of that year. The main themes of the campaign cover consumer rights in case of faulty
products, consumer credit and package holidays; these themes are/will be promoted in advertising on
TV, the Internet and in the printed press, and through public and media relations activities.
The first wave of the survey, conducted in September 2009, was carried out before the launch of the
campaign. It aimed to assess 21-45 year-old Bulgarians’ attitudes and knowledge about consumer
rights and consumer associations and institutions. Interviewees were, for example, asked about:
how well informed they felt about their consumer rights
which domains they wanted to know more about
their awareness and assessment of the organisations that provided advice and help on these
rights
their trust in consumer rights organisations
how well they felt protected as consumers in Bulgaria
their willingness to support independent consumer organisations.
In order to track the campaign’s impact on the attitudes of 21-45 year-old Bulgarians, this second
wave of the survey was conducted shortly after the first part of the TV advertising campaign, which
lasted from 20 January to 7 March, 2010. The second wave covered most of the first one’s topics and
additionally included questions to measure awareness and effectiveness of the information campaign.
Wherever the same question was asked in both waves of the survey, this report compares the
respective results.
Besides the overall findings for 21 to 45 year-old respondents in Bulgaria, the current results were also
analysed according to further socio-demographic characteristics: age, gender, level of education and
subjective urbanisation. The latter refers to whether respondents lived in a metropolitan, urban or rural
zone.
The different educational levels have been divided into those who finished their full-time education by
the age of 15 (the lowest educational level), between the ages of 16 and 20 (an average level of
education) or when they were aged 21 or older (the highest level of education). As the number of
respondents with the lowest educational level participating in the survey was low (n=55, unweighted
number), results for this groups have to be treated with caution, especially where questions were only
presented to a subgroup of respondents. That low number is explained by the survey targeting 21 to 45
year-olds; people who left school by the age of 15 tend to be older than this group.
Where the report compares individual country results between groups of respondents and survey
waves, it only discusses differences statistically significant at the 0.05 level. As mentioned above,
some questions in this survey were only presented to a sub-group of respondents (e.g. only those who
had actually contacted a consumer rights body); as a result, the sample size per question could be very
small and a socio-demographic analysis would not be possible. If they were mentioned, the results
should be treated with caution.
The fieldwork of the second wave of the survey took place between 24 and 28 March 2010. Just over
a thousand (1,001) randomly selected citizens aged between 21 and 45 were interviewed in Bulgaria.
The interviews were carried out by telephone. To correct for sampling disparities, a post-stratification
weighting of the results was implemented based on important socio-demographic variables.
Flash EB No 275- Consumer protection and consumer rights (BG - wave 2) Analytical Report
page 5
Main findings
Awareness of the information campaign on consumer rights in Bulgaria
Slightly more than 4 in 10 Bulgarians said they had seen or heard messages about consumer
rights in the weeks prior to the survey (43%).
Of those respondents who were aware of the campaign, a relative majority said they
remembered messages about consumer rights in general (also 43%). About one in seven
(15%) could cite the exact slogan “In the EU you have consumer rights! Stand up for
them!”
Those respondents who were not aware of the campaign or who could not cite the slogan were
prompted with the different types of campaign messages. Summarising the results of those
survey participants who said they had heard about any of the respective messages, it can be
seen that two-thirds of Bulgarian respondents were familiar with at least one specific
message of the consumer rights information campaign (67%).
The overwhelming majority of those who remembered the campaign’s messages said
they had seen them on television (86%). Other information channels, like the Internet (12%),
radio, newspapers and magazines (all 7%) were mentioned far less frequently.
The information campaign on consumer rights was well received by Bulgarians:
o Two-thirds of respondents who were familiar with any of the messages about
consumer rights felt that the campaign was useful.
o A majority of interviewees agreed that the messages were easy to understand (78%),
easy to remember (76%) and convincing (63%)
Information sources about consumer rights
Both in the current (March 2010) and the previous wave (September 2009), browsing the
Internet (44%; 48%) and making phone calls (25%; 29%) were by far the most popular
ways of searching for information about consumer rights for survey participants.
The Internet was also most often mentioned when respondents were asked who they would
turn to for more information or advice when they actually had a problem with a faulty product,
service or with a seller/shopkeeper (24%). Smaller numbers said they would turn to the
Bulgarian National Consumer Association “Aktivni Potrebiteli”, or call the government's
consumer hotline 0 700 111 22 (both 7%).
Consumer rights institutions, organisations and associations
The best known, most trusted and most often contacted consumer rights body in
Bulgaria was the Commission on Consumer Protection:
o More than 84% were familiar with the Commission and its name was given
spontaneously by almost 4 in 10 respondents, when they were asked which consumer
rights body they knew in Bulgaria.
o When prompted with different consumer rights bodies and asked which one they
would trust to provide correct information or advice about consumer rights, the
Commission on Consumer Protection was the one most often chosen (32%).
o 83% of interviewed Bulgarians who had consulted a consumer rights body had
contacted the Commission.
Analytical Report Flash EB No 275- Consumer protection and consumer rights (BG - wave 2)
page 6
14%1 of respondents mentioned at least one Bulgarian consumer association when asked
which consumer rights body they knew in Bulgaria: 5% referred to the Bulgarian National
Consumer Association “Aktivni Potrebiteli”, 6% mentioned a local or regional consumer
association and 5% cited a national consumer association. After being prompted, Aktivni
Potrebiteli was familiar to a quarter of respondents in total and a local or regional consumer
association was recognised by a third of respondents.
Compared to the previous wave, respondents were generally less likely to spontaneously
provide the name of any of Bulgaria’s consumer rights bodies (51%) and more likely to
say they did not know any of those bodies or to not give an answer (49%; an increase of 13
percentage points). In particular, the Commission on Consumer Protection (decrease of 14
points), the Government and relevant ministries (decrease of 11 points), friends and relatives,
and lawyers (for both a decrease of 10 points) were less frequently cited. Consumer rights
associations such as Aktivni Potrebiteli however, saw no significant changes in spontaneous
mentions.
Support for an independent consumer organisation and a dedicated magazine and website
Nearly 6 in 10 respondents would be interested in the creation of an independent
consumer rights website (58%) and 44% expressed their interest in a dedicated
magazine on that subject. The interest in a consumer rights magazine has substantially
decreased since September 2009 (decrease of 13 percentage points), particularly among older
respondents (decrease of 17 points).
Being presented with a choice of different subscription and payment methods for a dedicated
consumer rights magazine or website, most respondents would prefer to pay 12 leva for a
one-year period of access to the test results published on the website
www.aktivnipotrebiteli.bg (35%) or buy single issues of the magazines at a kiosk for 3 leva
(31%).
About 4 in 10 of interviewed Bulgarians were ready to give financial support to an
independent consumer rights organisation (42%). Making a one-off donation or a payment
via their taxes were more popular options than paying an annual membership fee to such an
organisation and getting information and help on consumer rights in return. These figures were
similar to those seen in the previous survey wave.
Protection of consumer rights in Bulgaria
A large majority of Bulgarians remained negative about the level of consumer protection in their
country compared to other EU Member States and of the efficiency of the country’s legal system in
the field of consumer protection:
o 73% of respondents thought that consumers in Bulgaria were less protected than
consumers elsewhere in the EU (increase of 1 percentage point compared to 2009).
o 84% felt that Bulgarian shopkeepers and service providers respected consumer rights less
than their counterparts in other EU Member States (increase of 2 points).
o 79% felt that the Bulgarian justice system was not efficient in punishing businesses that
misled or cheated their customers (decrease of 2 points).
1 The single mentions add up to 16% in total; the 14% refers to those respondents who mentioned at least one consumer association
spontaneously.
Flash EB No 275- Consumer protection and consumer rights (BG - wave 2) Analytical Report
page 7
1. The information campaign
Interviewees were asked whether they were aware of the information campaign, which messages they
remembered and in which media channel they had seen or heard the respective messages.
1.1 Campaign awareness
Slightly more than 4 in 10 Bulgarians said they had seen or heard messages about consumer
rights in the weeks prior to the survey (43%), while 56% had not. The 36-45 year-old respondents
were considerably more likely to be aware of the campaign than 21-35 year-olds (49% vs. 39%).
BG
Awareness of messages over the past weeks about consumer rights, %
Q1a. Have you over the past weeks seen/heard messages about consumer rights?Base: all respondents
43
56
1
Total sample
39
60
1
4949
2
21-35 year-olds 36-45 year-olds
NoYes DK/NA
Those respondents who said they remembered messages about consumer rights in the weeks prior to
the survey were further asked whether they could spontaneously describe the content of any of the
messages that they had seen or heard.
Of those respondents who were aware of the campaign, a relative majority said they
remembered messages about consumer rights in general (also 43%). About one in seven (15%)
could cite the exact slogan “In the EU you have consumer rights! Stand up for them!” Roughly
one in five respondents said the messages were about consumer rights related to problems they could
have when returning mobile phones for repair (19%). Messages about problems with consumer credits
(11%), with holiday packages and stays in hotels (10%) and about “cheating consumers” (9%) were
mentioned by approximately 1 in 10 of interviewees. Six percent of respondents said the messages
were about consumers not knowing their rights and the same proportion (6%) mentioned “other”
messages. About 1 in 10 (11%) said they could not recall the detail of any of the messages.2
Older respondents were far more likely than younger ones to say that the messages they
remembered were about consumer rights in general (49% vs. 38%). On the other hand, the 21-35
year-olds remembered more often that the campaign was about mobile phones (22% vs. 16%) or
holiday packages (11% vs. 8%) than the 36-45 year-olds.
2 The following chart distinguishes between the mentions of campaign topics such as “mobile phone repair”, problems with “holiday
packages and hotels” and “consumer credit” according to whether respondents only mentioned the topic or stated that the campaign was about consumer rights in one of those specific situations. For example, the 19% of respondents who said that the messages they remembered
related to problems with mobile phones include 11% who said that the messages were about consumer rights when having problems with
mobile phones and 8% who said that they were about mobile phones with no mention of consumer rights.
Analytical Report Flash EB No 275- Consumer protection and consumer rights (BG - wave 2)
page 8
49
13
11
10
5
6
7
7
4
4
6
10
about consumer rights - in general
exact slogan 'In EU, you have consumer rights! Stand up for them!'
about consumer rights and mobile phones repair
about cheating consumer
about mobile phone repair - not mentioned consumer rights
about consumer rights and credit, banks
about people not knowing their rights as consumer in BG
about consumer credit - not mentioned consumer rights
about consumer rights and holiday packages, hotel
about holiday packages, hotel - not mentioned consumer rights
other
DK/NA
38
15
12
9
10
7
5
4
6
5
6
12
about consumer rights - in general
exact slogan 'In EU, you have consumer rights! Stand up for them!'
about consumer rights and mobile phones repair
about cheating consumer
about mobile phone repair - not mentioned consumer rights
about consumer rights and credit, banks
about people not knowing their rights as consumer in BG
about consumer credit - not mentioned consumer rights
about consumer rights and holiday packages, hotel
about holiday packages, hotel - not mentioned consumer rights
other
DK/NA
43
15
11
9
8
6
6
5
5
5
6
11
about consumer rights - in general
exact slogan 'In the EU, you have consumer rights! Stand up for them!'
about consumer rights and mobile phones repair
about cheating consumers
about mobile phone repair - not mentioned consumer rights
about consumer rights and credit, banks
about people not knowing their rights as consumer in BG
about consumer credit - not mentioned consumer rights
about consumer rights and holiday packages, hotel
about holiday packages, hotel - not mentioned consumer rights
other
DK/NA
BG
The messages that respondents have seen/heard, % of mentions
Q1a_a. Can you please tell me what this/these message/s was/were?Base: who have seen/heard over the past weeks messages about consumer rights
Total 36-45 year-olds21-35 year-olds
As a next step, those respondents who could not spontaneously name the campaign slogan were asked
whether they remembered messages about standing up for their consumer rights, not let sellers,
shopkeepers and service providers glide you from the slide, make you into a monkey, send you for
green caviar”3
A majority of those respondents recalled the slogan and the associated idioms after they were
presented to them (54%), while 43% could not. There were no significant differences in responses
between the two age groups.
BG
Awareness of advertisements/news articles saying that respondents should stand up for their consumer rights, %
Q1b. Have you over the past weeks seen/heard advertisements/news articles saying that you should stand up for your consumer rights, not let them glide you from the slide, make you into a monkey, send you for green caviar?
Base: who were not aware of messages about consumer rights (in Q1a) and who did not mention the slogan ‘In the European Union, you have consumer rights! Stand up them!” (in Q1a_a)
5443
2
Total
5444
2
56
41
3
21-35 year-olds 36-45 year-olds
NoYes DK/NA
Those respondents who were not familiar with the message “In the EU you have consumer rights!
Stand up for them!” (neither prompted nor unprompted) or who gave a “don’t know” answer to the
previous question (n=427) 4
were further asked whether they had seen or heard advertisements,
messages or any information about their consumer rights when returning faulty mobile phones, when
complaining about holiday packages or hotels or when taking out credit in the weeks prior to the
3 These are literal translations of Bulgarian sayings that served to illustrate and enhance the campaign’s messages. They all warn consumers
that they should know their rights in order to avoid being cheated and being made to look foolish. 4 (unfamiliar with slogan: 43%, don’t know: 2%)
Flash EB No 275- Consumer protection and consumer rights (BG - wave 2) Analytical Report
page 9
survey. A large majority of those respondents had not seen or heard these kinds of messages
(84%), while approximately 1 in 10 had done so (12%). There were no significant differences
between the two age groups.
BG
Awareness of messages about consumer rights regarding the return of faulty mobile phones, problems with package holidays/hotels or taking out consumer credit, %
Q1c. Have you, over the past weeks, seen/heard advertisements, messages, information about consumer rights regarding the return of faulty mobile phones, problems with package holidays/hotels or taking out consumer credit?
Base: who were not aware or any advertisements/news articels about consumer rights (in Q1a and Q1b) and who did not mention the exact slogan ‘In the EU, you have consumer rights! Stand up for them!’ (in Q1a_a)
12
84
5
Total
12
84
412
82
6
21-35 year-olds 36-45 year-olds
NoYes DK/NA
As a last step, the remaining survey participants who were neither familiar with the slogan
(unprompted or prompted) and its associated idioms nor with messages about their consumer rights
that existed when returning mobile phones, taking out credit or when complaining about holiday
packages or hotels (5%, n=50) were further asked whether they had seen or heard, in the weeks prior
to the survey, ads or news articles about consumers knowing their rights and therefore not being
cheated. Roughly two-thirds (32 respondents, 64%) said they had not, while 17% could recall them (8
respondents) and 20% (10 interviewees) said they would not know or gave no answer. Once again, the
differences between the age groups were not significant.
BG
Awareness of ads/news articles about consumers knowing their rights and how to avoid not being cheated, %
Q1d. Have you over the past weeks seen/heard advertisements/news articles about consumers knowing their rights not being cheated?
Base: who have seen/heard over the past weeks advertisements about consumer rights regarding returning mobile phones, holiday packages and hotels or consumer credit
17
64
20
Total
17
64
19 16
62
22
21-35 year-olds 36-45 year-olds
NoYes DK/NA
When the answers to the questions about whether respondents had seen or heard messages:
about consumer rights (Q1a)
saying that people should stand up for their consumer rights, not let them glide you from the
slide, make you into monkey, send you for green caviar (Q1b)
about consumer rights that existed when returning mobile phones, when taking out credit,
when complaining about holiday packages or hotels (Q1c)
about consumers knowing their rights and therefore not being cheated (Q1d)
were combined, it could be seen that two-thirds of Bulgarian respondents were familiar with at
least one specific message of the consumer rights information campaign (67%).
Analytical Report Flash EB No 275- Consumer protection and consumer rights (BG - wave 2)
page 10
Overall, 36-45 year-olds were slightly more familiar with the campaign messages than 21-35 year olds
(70% vs. 66%).
BG
Awareness of any kind of messages, %(about using consumer rights, about returning faulty mobile phones, problems with package holidays/hotels or taking out consumer credit)
Q1a. Have you over the past weeks seen/heard messages about consumer rights? / Q1b. Have you over the past weeks seen/heard advertisements/news articles saying that you should use your consumer rights, not let them
glide you from the slide, make you into monkey, send you for green caviar? / Q1c. Have you, over the past weeks, seen/heard advertisements, messages, information about consumer rights regarding the return of
faulty mobile phones, problems with package holidays/hotels or taking out consumer credit?Base: all respondents
67
33
Total sample
66
34
70
30
0
21-35 year-olds 36-45 year-olds
Other answerAwareness of any message
A socio-demographic analysis showed that, in general, the most educated respondents, those living in
a metropolitan zone, employees and the self-employed were more likely to say they had seen or heard
messages concerning consumer rights in the weeks prior to the survey or spontaneously said that the
messages they had seen or heard were about consumer rights in general. For example, 52% of
employees and 53% of the self employed had seen or heard messages about consumer rights (Q1a),
compared to 39% of manual workers and 34% of those not working.
Although women were only slightly (statistically not significantly) more likely to be familiar with the
messages, they were distinctively more liable to say that they had seen ads and news articles saying
that respondents should stand up for their consumer rights (59% vs. 50% of men).
For further details, see Annex tables 1-5.
1.2 Media channels
Interviewees who were aware of one or more messages relating to the consumer rights information
campaign5 were asked how they had become aware of the campaign, i.e. via which channels.
The overwhelming majority of those who remembered the campaign’s messages said they had
seen them on television (86%). Other information channels were mentioned far less frequently:
messages had been seen over the Internet by 12% of respondents, 7% of Bulgarians had heard them on
the radio and a similar number had read about them in newspapers and magazines. Other sources of
information about the campaign were social networks (family, friends, etc., 5%), brochures and
leaflets (2%) and “other” sources (1%). Three percent said they did not know or would not say where
they had seen or heard the messages.
The television and the printed press were somewhat more frequently cited by 36-45 year-olds (88%
and 9%, respectively, vs. 84% and 4%, respectively, of 21-35 year-olds). The two age groups had
virtually no differences in their responses about the other information channels.
5 This is the combined total of respondents who were aware of any of the campaign messages mentioned in questions 1a to 1d, i.e. 67% of the
total survey participants.
Flash EB No 275- Consumer protection and consumer rights (BG - wave 2) Analytical Report
page 11
88
12
7
9
5
2
1
2
TV
Internet
Radio
Newspaper/magazine
Family, friends, colleagues
Brochure/leafet
Other
DK/NA
84
12
7
4
4
2
1
4
TV
Internet
Radio
Newspaper/magazine
Family, friends, colleagues
Brochure/leafet
Other
DK/NA
86
12
7
7
5
2
1
3
TV
Internet
Radio
Newspaper/magazine
Family, friends, colleagues
Brochure/leafet
Other
DK/NA
BG
How messages about the consumer rights were seen/heard by respondents, % of mentions
Q2. Where did you see/hear this/these messages about consumer rights?Base: who are aware any kind of advertisment, messages or information about consumer rights
Total sample 36-45 year-olds21-35 year-olds
Television was more often named by women, respondents living in an urban area, manual workers and
those currently not working. For example, 89% of urban dwellers mentioned the television, compared
to 84% of those living in a rural area and 77% of those from a metropolitan area. Respondents who
had seen the campaign on the Internet were mostly highly educated and living in a metropolitan area.
(For further details, see annex table 6).
1.3 Evaluation of the information campaign
Eight in 10 of Bulgarians who were familiar with any of the messages about consumer rights
gave a positive assessment of the information campaign: two-thirds of those respondents felt that
the campaign was useful for them and 14% said it was very useful. Roughly one in seven (14%) were
not convinced by the campaign’s virtues, as 1 in 10 said it was not useful and 4% thought that it was
not useful at all. Six percent of those who were familiar with the messages did not form an opinion
about the campaign.
Respondents from the younger age group were somewhat more likely to think that it was a useful
campaign (68% vs. 64% of 36-45 year-olds) and less liable to think otherwise (8% vs. 13% of 36-45
year-olds). Concerning the more extreme answers very useful and not useful at all, however, the
responses of the two age groups barely differed.
BG
Usefulness of the information gained during the consumer rights campaign, %
Q3a. Did you find the information you have received through these messages/this information campaign?Base: who are aware any kind of advertisment, messages or information about consumer rights
14
66
10
46
Total
13
68
8
47 14
64
13
45
21-35 year-olds 36-45 year-olds
Very useful Useful Not useful DK/NANot useful at all
Analytical Report Flash EB No 275- Consumer protection and consumer rights (BG - wave 2)
page 12
Employees and those with the highest level of education were slightly more likely to consider the
campaign to be useful or very useful than their respective counterparts. For further details, see annex
table 7.
Asked more specifically about the merits of the campaign’s messages about consumer rights
concerning the repair of faulty goods, when complaining about holiday packages and hotels or rights
when taking out credit, a majority of respondents were positive. Almost 8 in 10 survey participants
agreed that the messages were easy to understand (78%), three-quarters felt they were easy to
remember (76%) and just under two-thirds considered them to be convincing (63%); between
17% and 28% (depending on the statement) disagreed.
78
71
60
19
22
30
easy to understand
easy to remember
convincing
78
79
64
16
14
26
easy to understand
easy to remember
convincing
BG
Evaluation of the messages about the consumer rights, %
Q3. Did you find the information about your rights as a consumer in regard to the repair of faulty goods, problems with package holidays and consumer credit, provided through the campaign on consumer rights to be….
Base: who are aware any kind of advertisment
78
76
63
17
17
28
easy to understand
easy to remember
convincing
DisagreeAgree
Total sample 21-35 year-olds 36-45 year-olds
Younger respondents were more appreciative of the campaign’s messages than members of the
older age group. Indeed, while there were no differences in opinion about the messages being easy to
understand (both groups, 78%), 21-35 year-olds were more likely to say the messages were easy to
remember and were convincing than 36-45 year-olds (79% vs. 71% and 64% vs. 60%, respectively).
Moreover, older respondents were somewhat more likely to disagree with all of the statements (3, 8
and 4 percentage point differences).
Between the other socio-demographic groups, only a few significant differences were found. For
example, women were more liable to say that the campaign’s messages were easy to remember (78%
vs. 73% of men) and convincing (67% vs. 58% of men). For further details, see annex tables 8-10.
2. Information sources about consumer rights
Respondents were asked which sources they would use if they needed information or advice about
consumer rights or to whom they would turn to in case they had problems with faulty goods or
services. As those questions were asked in the previous wave in the same or a similar way, the current
results could be – with some limitations - compared to those of the previous wave.6
2.1 Methods of seeking information about consumer rights
In both waves of the survey, browsing the Internet and making phone calls were by far the most
popular ways that survey participants had for searching for information about consumer rights.
6 The question on how respondents would try to find information and advice about consumer rights was asked slightly differently in the two
waves of the survey. In March 2010, respondents only had the possibility to mention one source of information; in September 2009, however, they had been asked to describe their first and their second most important sources. Despite this difference, by taking the first choice
mentioned in September 2009 as the most important source of information (“top of mind”), then the current results could, with some caution,
be compared to the first chloice mentioned in 2009.
Flash EB No 275- Consumer protection and consumer rights (BG - wave 2) Analytical Report
page 13
Results of the current wave showed that 44% of Bulgarians would look up information on the Internet
and a quarter would use the phone. In September 2009, nearly half of the respondents mentioned the
Internet (48%), and 29% referred to the telephone as their prime source of information about consumer
rights.
The website www.aktivnipotrebiteli.bg was far more frequently mentioned as an information source in
the current wave than the one it replaced - www.bnap.org - in the earlier wave (7% vs. 2%).7
The choices of writing an e-mail or sending a letter, to get information about consumer rights, were
mentioned in both waves by 2%-3% of survey participants; roughly 1 in 10 respondents said they did
not know which sources they would use or gave no answer (2010: 11%, 2009: 8%).
Younger respondents were more likely to use the Internet as an information source than older ones,
while the latter were more likely to pick up the phone to become more informed about their rights as
consumers than the former. For example, 47% of 21-35 year-olds would browse the Internet and only
21% would use the phone compared to 40% (Internet) and 31% (phone) of 36-45 year-olds. Moreover,
younger participants were more likely to mention the dedicated website (8% vs. 4% of 36-45 year-
olds). Compared to the previous wave, 21-35 year-olds were less likely to give an answer and more
likely to say they would not know how they would find information on consumer rights (11%, an
increase of 4 percentage points).
Search on the web
By phone
Go to www.aktivnipotrebiteli.bg/ Go to www.bnap.org
Write e-mail
Send letter
Other
DK/NA
44
25
7
3
2
8
11
48
29
2
2
3
9
8
BG
Main ways that respondents would find information on consumer rights, %
2010: Q5. How would you try to find information and advice about consumer rights?2009: Q2. How would you try to find information and advice about consumer rights firstly? Than secondly?
Base: all respondents
Total sample 36-45 year-olds21-35 year-olds
03/2010
09/2009 – first
mentions only
47
21
8
4
2
8
11
52
27
3
2
2
8
7
40
31
4
2
2
9
11
41
33
2
2
3
10
9
Respondents with the lowest level of education and those living in rural areas were most likely to use
the phone to become more informed; browsing the Web was the most common strategy among city-
dwellers and the most educated respondents. Moreover, women, the self-employed and employees
were more likely than their counterparts to look for information on the Internet. For example, nearly
half of female respondents mentioned the Internet (48%), compared to only 4 in 10 men. For further
details, see annex table 12.
2.2 Information or advice in case of problems
Asked to spontaneously say where they would turn to for more information or advice when they
actually had a problem with a faulty product, a service or a seller, most respondents said they would
search for more information on the Internet (24%). About one in six (17%) said they would go
back to the shopkeeper or service provider to see how the problem might be solved.
7 The Bulgarian National Consumer Organisation was renamed as “Aktivni Potrebiteli” (“Active Consumers”) between the two survey
waves.
Analytical Report Flash EB No 275- Consumer protection and consumer rights (BG - wave 2)
page 14
Smaller numbers said they would turn to the Bulgarian National Consumer Association “Aktivni
Potrebiteli”, call the Government’s consumer hotline 0 700 111 22 (both 7%) or consult friends and
relatives (6%). Fewer would turn to an independent consumer association (4%), contact public
authorities such as the Government and relevant ministries (3%), lawyers (3%) and the European
Consumer Centre (1%). No one mentioned the EU contact points. Nine percent gave the names of
other organisations, institutions or persons, and 17% either did not know where they would turn to or
gave no answer.
17
21
9
6
6
4
3
3
0
0
11
18
Search the Internet
Shopkeepers, sellers or service providers
Dial phone number 0 700 111 22
Aktivni potrebiteli/Bulgarian National Consumer Association
Friends and relatives
Independent consumer association
Government, Ministry, Public Authority
Lawyers
The European Consumer Centre
The EU contact points
Other
DK/NA
29
15
6
7
6
4
4
2
1
0
8
17
Search the Internet
Shopkeepers, sellers or service providers
Dial phone number 0 700 111 22
Aktivni potrebiteli/Bulgarian National Consumer Association
Friends and relatives
Independent consumer association
Government, Ministry, Public Authority
Lawyers
The European Consumer Centre
The EU contact points
Other
DK/NA
24
17
7
7
6
4
3
3
1
0
9
17
Search the Internet
Shopkeepers, sellers or service providers
Dial phone number 0 700 111 22
Aktivni potrebiteli/Bulgarian National Consumer Association
Friends and relatives
Independent consumer association
Government, Ministry, Public Authority
Lawyers
The European Consumer Centre
The EU contact points
Other
DK/NA
BG
Where respondents would go in case of problem with a product, service or seller, %
Q4. Where would you go for information or advice about your consumer rights if you have a problem with a product, a service or a seller?
Base: all respondents
Total sample 36-45 year-olds21-35 year-olds
The 21-35 year olds were more likely by far to search for information on the Internet (29% vs. 17% of
the older group) while 36-45 year olds would rather turn directly to the seller of the faulty goods or
service provider (21% vs. 15%) or dial the hotline 0 700 111 22 (9% vs. 6%). Concerning the other
options, respondents from the different age groups did not show any notable differences.
As for other socio-demographic groups, it was mostly those living in a rural area, those with the lowest
level of education (who had left school at the age of 15), manual workers and those without paid work
who would directly turn to the provider of the goods or services. Large city dwellers, the most
educated and employees, on the other hand, were most likely to search for information and advice on
the Internet. For example, 37% of those living in a metropolitan area would consult the Internet, while
only 1 in 10 of those in rural areas would do the same (11%).
Flash EB No 275- Consumer protection and consumer rights (BG - wave 2) Analytical Report
page 15
3. Consumer rights institutions, organisations and associations
In order to find out more about how well consumer rights institutions, organisations and associations
were known in Bulgaria, survey participants were asked to spontaneously identify any such
organisation that came to mind. They were then read out a list of consumer rights bodies that they had
not mentioned spontaneously and asked whether they had ever heard about those organisations.
When asked to spontaneously mention any Bulgarian consumer rights institution, organisation or
association, half of the respondents gave the name of at least one consumer rights body or
mentioned magazines, other organisations or people that they associated with the protection of
consumer rights (51%); 49% said they did not know any of those bodies.
Altogether, the best known consumer rights body was the Commission on Consumer Protection:
more than 84% were familiar with the Commission, as 46% recognized the organisation when
prompted, and almost 4 in 10 respondents gave its name spontaneously (38%). Nearly two-thirds
(64%) of respondents linked the Government and the relevant ministries with the protection of
consumer rights and 6% mentioned this option spontaneously.
The renamed Bulgarian National Consumer Association “Aktivni Potrebiteli” was familiar to a
quarter of respondents overall and 5% gave its name spontaneously. A third of respondents knew a
local or regional consumer association, and 6% gave the name of such a body. In addition, 5% of
interviewees cited a national consumer organisation when requested to name consumer rights
organisations that came to mind. When summing up the spontaneous mentions of any consumer rights
association in Bulgaria, 14% of respondents spontaneously mentioned at least one such
organisation.8
the Commission on Consumer Protection (KPZ)
The Government, Ministry
the Federation of Consumers in Bulgaria*
A local or regional consumer association
Aktivni Potrebiteli or Bulgarian national consumer association
the independent Union of consumers in Bulgaria*
European Consumer Centre in Sofia
Europe Direct
a consumer magazine/Aktivne Potrebitel magazine
Shopkeepers, sellers or banks
A national consumer association
Friends and relatives
Lawyers
DK/NA
4354
715
8756
2201017879
411
313
4335
4235
5660
4954
3229
1926
26211613
78910
03/2010
09/2009
03/2010
09/2009
03/2010
09/2009
03/2010
09/2009
03/2010
09/2009
03/2010
09/2009
03/2010
09/2009
03/2010
09/2009
03/2010
09/2009
03/2010
09/2009
03/2010
09/2009
03/2010
09/2009
03/2010
09/2009
03/2010
09/2009
3551
618
4757
22010271046415
415
5337
4936
6055
4342
2325
2127
17191417
1010812
03/2010
09/2009
03/2010
09/2009
03/2010
09/200903/2010
09/2009
03/2010
09/2009
03/2010
09/2009
03/2010
09/2009
03/2010
09/2009
03/2010
09/2009
03/2010
09/2009
03/2010
09/2009
03/2010
09/2009
03/2010
09/2009
03/2010
09/2009
3852
617
6756
2201027957414
414
4936
4635
5857
4547
2726
2027
21201515
99811
03/2010
09/2009
03/2010
09/2009
03/2010
09/2009
03/2010
09/2009
03/2010
09/2009
03/2010
09/2009
03/2010
09/2009
03/2010
09/2009
03/2010
09/2009
03/2010
09/2009
03/2010
09/2009
03/2010
09/2009
03/2010
09/2009
03/2010
09/2009
BG
Awareness of institutions and organisations/associations dealing with protection of consumer rights , % of mention
Q6(2010)/Q3(2009). What institutions and organisations/associations dealing with protection of consumers’ rights do you know? (unprompted) / Q7(2010)/Q4(2009). Have you ever heard of ... (prompted)
Note: * items were asked only prompted Base: all respondents
Total sample 36-45 year-olds21-35 year-oldsUnprompted Prompted
Just 2% of respondents spontaneously mentioned the European Consumer Centre in Sofia and 15%
said they had heard about that body when prompted. Around 1 in 10 respondents knew the information
8 The single mentions add up to 16% in total; the 14% refers to those respondents who mentioned at least one consumer association
spontaneously.
Analytical Report Flash EB No 275- Consumer protection and consumer rights (BG - wave 2)
page 16
centre “Europe Direct” (9%) and consumer magazines such as the Aktivni Potrebitel magazine (8%);
none of the respondents, however, cited them spontaneously.
The Federation of Consumers in Bulgaria and the Independent Union of Consumers in Bulgaria were
either not mentioned spontaneously at all or by very few respondents. Their names were, however,
familiar to 45% and 21% of respondents, respectively, when they were prompted by interviewers.
Approximately 2 out of 10 respondents spontaneously mentioned other institutions or groups of people
when asked which bodies they knew that dealt with the protection of consumer rights: 7% cited
shopkeepers, sellers or banks, 5% mentioned “other” consumer rights institutions, 4% referred to
friends and relatives and 4% mentioned lawyers.
Compared to the previous wave, respondents were generally less likely to spontaneously give the
name of any of Bulgaria’s consumer rights bodies (51%) and more liable to say they did not know
any of those institutions and organisations or not to give an answer (49%). Since 2009, therefore, the
number of spontaneously mentioned consumer rights bodies has decreased by 13 percentage points
(from 64%).
In particular, the Commission on Consumer Protection (a decrease of 14 percentage points), the
Government and ministries (a decrease of 11 points), and friends, relatives and lawyers (for both, a
decrease of 10 points) were less frequently cited. Consumer rights bodies such as Aktivni Potrebiteli,
other national consumer organisations, Europe Direct (a decrease of 1 percentage point), consumer
magazines and shopkeepers, sellers or banks (a decrease of 2 points) however, saw no significant
changes in spontaneous mentions.
Socio-demographic considerations
Concerning the differences in awareness of institutions and organisations/associations dealing with the
protection of consumer rights between the socio-demographic groups, the following general
observations could be seen:
When it came to spontaneous mentions of consumer rights bodies, 36-45 year old respondents were
somewhat more likely to give a name, while 21-35 year old respondents more often said they did not
know any consumer rights body or gave no answer (53% vs. 43%). The less educated, manual workers
and those not working were also more likely not to give any name spontaneously. The Commission on
Consumer Protection, for example, was mentioned by more than 4 in 10 respondents from the older
age group (43%), by half of those with the highest level of education and the self-employed (both
51%), and 46% of employees; this organisation, however, was spontaneously mentioned by
approximately a third of the younger respondents and those without paid work (35%, and 32%,
respectively), 34% of those with an average level of education and 28% of manual workers.
The recognition of most of Bulgaria’s consumer rights bodies when prompted was in general
higher among women, those with the highest level of education and those living in a metropolitan or
urban area. This was the case for the Commission on Consumer Protection, the Federation of
Consumers in Bulgaria, the Independent Union of Consumers in Bulgaria and Aktivni Potrebiteli (the
Bulgarian National Consumer Organisation). The last-named, for example, was mentioned by a
quarter of female respondents, compared to 18% of men.
This pattern was also observed concerning local or regional consumer rights organisations; men,
however, recognised those bodies as often as women (both 28%).
Among other observations was, for example, that the older respondents were more familiar with the
Federation of Consumers in Bulgaria, the Independent Union of Consumers in Bulgaria, and local or
regional consumer organisations when those names were read out to them compared to 21-35 year
olds. For further details see annex tables 13-14.
Flash EB No 275- Consumer protection and consumer rights (BG - wave 2) Analytical Report
page 17
3.2 Trust in consumer rights bodies
When read out a list of Bulgarian consumer rights bodies and asked which one they would trust to
provide correct information or advice about consumer rights, respondents most frequently chose the
Commission on Consumer Protection (32%), 13% of respondents said they would trust consumer
information provided by friends and relatives and 1 in 10 preferred to get information from lawyers.
Information given by consumer associations of various kinds was trusted by 14% of respondents:
6% had trust in information distributed by a local or regional consumer association, 5% would trust
the Bulgarian National Consumer Association Aktivni Potrebiteli and 3% had faith in other national
consumer associations.9
Four percent of respondents trusted shopkeepers, sellers or banks, 3% had confidence in the European
Consumer Centre in Sofia, 2% in the Government and relevant ministries and 1% placed reliance in
information provided by Europe Direct. Only two respondents chose consumer magazines as the most
trustworthy source of information and advice (0%). Finally, 2% trusted information provided by
“other” institutions and 2 in 10 respondents would not, or could not, give an answer.
Differences between the two age groups were minor. The 21-35 year-olds more often said they trusted
advice and information provided by lawyers (11% vs 7% of the older age group), while 36-45 year-
olds more often chose local or regional consumer organisations as the most trusted source of
information (10% vs. 4% of 21-35 year-olds).
Over the two waves of the survey, results remained more or less stable. A slightly lower share of
survey participants now said they would trust information or advice provided by the Commission on
Consumer Protection (a decrease of 4 points), while the number of those who said they did not know
or gave no answer has increased (an increase of 7 points).
32
12
7
10
4
4
4
3
4
0
0
19
38
12
11
7
2
3
2
4
3
0
0
2
14
the Commission on Consumer Protection
friends and relatives
lawyers
a local or regional consumer association
Aktivni Potrebiteli or Bulgarian National Consumer Association
shopkeepers, sellers or banks
a national consumer association
European Consumer Centre in Sofia
the Government, Ministry
Europe Direct
a consumer magazine/Aktivne Potrebitel magazine
Other
DK/NA
32
14
11
4
5
4
3
4
2
2
0
20
34
16
11
6
3
3
4
3
5
0
1
3
12
the Commission on Consumer Protection
friends and relatives
lawyers
a local or regional consumer association
Aktivni Potrebiteli or Bulgarian National Consumer Association
shopkeepers, sellers or banks
a national consumer association
European Consumer Centre in Sofia
the Government, Ministry
Europe Direct
a consumer magazine/Aktivne Potrebitel magazine
Other
DK/NA
32
13
10
6
5
4
3
3
2
1
0
20
36
14
11
6
3
3
3
3
4
0
0
2
13
the Commission on Consumer Protection
friends and relatives
lawyers
a local or regional consumer association
Aktivni Potrebiteli or Bulgarian National Consumer Association
shopkeepers, sellers or banks
a national consumer association
European Consumer Centre in Sofia
the Government, Ministry
Europe Direct
a consumer magazine/Aktivne Potrebitel magazine
Other
DK/NA
BG
Trusted establishments, %
Q9(2010)/Q6(2009). Who would you trust to give you correct information and advice on your consumer rights?Base: all respondents
Total sample 36-45 year-olds21-35 year-olds
03/2010
09/2009
Women, those with the highest level of education, city dwellers, the self-employed and employees
were most likely to trust information provided by the Commission on Consumer Protection; men,
those with the lowest level of education, respondents living in rural areas and manual workers,
however, were most to place confidence in information received from friends and relatives. For
9 Here, these numbers give a total of 14%, as respondents were only allowed to give one answer.
Analytical Report Flash EB No 275- Consumer protection and consumer rights (BG - wave 2)
page 18
example, about one in five manual workers mentioned friends and relatives when asked who they
trusted concerning information about consumer rights (21%), compared to 10%-12% of respondents
from other occupational groups. Men, respondents living in the countryside and non-active
respondents were the most likely not to know who to trust or to not give an answer.
For further details, see annex table 16.
3.3 Use of information or help from consumer rights bodies
Respondents who mentioned a Bulgarian consumer rights body either spontaneously or who were
familiar with their names when they were read out to them were further asked whether they had ever
asked any of them for information or help.
Seven percent (63 out of 949) of respondents who mentioned at least one of the Bulgarian consumer
rights organisations, associations or institutions had contacted that one - or another organisation -
for information or help on consumer rights.
The body that had been the most frequently contacted by far was the Commission on Consumer
Protection: 6% (52 respondents in total) of the interviewed Bulgarians who were familiar with a
consumer rights body in their country had consulted this organisation; that is 83% of the 7% who had
actually contacted an organisation for information or help.
The remaining consumer rights organisations had been contacted by very few respondents: Aktivni
Potrebiteli (the renamed Bulgarian National Consumer Association) and the Federation of Consumers
in Bulgaria had been used by five interviewees, and the Independent Union of Consumers in Bulgaria
and the European Consumer Centre in Sofia had each been contacted by one respondent. Two
interviewees said they had consulted a consumer magazine such as the Aktivni Potrebitel magazine.
There were no significant differences observed between survey waves or socio-demographic groups.
For details, see annex table 16.
7
0.7
0
0
0.2
0
7
0.8
0.2
0
0
0.2
the Commission on Consumer Protection
the Federation of Consumers in Bulgaria
Aktivni Potrebiteli or Bulgarian National Consumer Association
a consumer magazine/Aktivne Potrebitel magazine
the independent Union of consumers in Bulgaria
European Consumer Centre in Sofia
5
0.4
0.8
0.4
0
0.2
7
0.3
0.5
0.3
0.3
0
the Commission on Consumer Protection
the Federation of Consumers in Bulgaria
Aktivni Potrebiteli or Bulgarian National Consumer Association
a consumer magazine/Aktivne Potrebitel magazine
the independent Union of consumers in Bulgaria
European Consumer Centre in Sofia
BG
Consumer rights’ organisations that have been asked for information, % of yes responses
Q8(2010)/Q5(2009). Have you ever asked any of these (organisation/magazine) for information or help? Base: those who were aware of any organisations/associations dealing with the protection of consumer rights
6
0.5
0.6
0.2
0.1
0.1
7
0.5
0.4
0.2
0.2
0.1
the Commission on Consumer Protection
the Federation of Consumers in Bulgaria
Aktivni Potrebiteli or Bulgarian National Consumer Association
a consumer magazine/Aktivne Potrebitel magazine
the independent Union of consumers in Bulgaria
European Consumer Centre in Sofia
Total 21-35 year-olds 36-45 year-olds
03/2010
09/2009
As a next step, those respondents who had been in contact with the Bulgarian National Consumer
Association Aktivni Potrebiteli and the European Consumer Centre in Sofia were asked whether they
were satisfied with the service and whether they would recommend these organizations. However, as
only five respondents had contacted Aktivni Potrebiteli and one had been in touch with the European
Consumer Centre in Sofia, the results can be presented for information only. 10
10
Those five Bulgarians that had been in contact with Aktivni Potrebiteli were mostly satisfied with the service they had received and they
would mostly recommend the bodies to friends and relatives. The interviewee who had contacted the European Consumer Centre in Sofia,
Flash EB No 275- Consumer protection and consumer rights (BG - wave 2) Analytical Report
page 19
4. Support for an independent consumer organisation and a dedicated magazine and website
Bulgarians participating in the survey were interviewed about their interest in a magazine or a website,
dedicated to consumer rights, that conducted and published comparative tests of products and services.
Furthermore, they were asked whether –and how much – they would be ready to pay for such a service
and whether they would financially support an independent consumer rights organisation in Bulgaria.
4.1 A consumer rights magazine and website
Nearly 6 in 10 respondents would be interested in an independent consumer rights website
(58%), and 44% expressed their interest in a dedicated magazine. Interest in both the website
(62%) and the magazine (46%) was higher among the younger respondents (52% vs. 41% of 36-45
year-olds). The interest in a consumer rights magazine has substantially decreased since September
2009 (a decrease of 13 percentage points), particularly among members of the older age group (a
decrease of 17 points).
52
41
59
58
Website
Magazine
62
46
64
56
Website
Magazine
BG
58
44
62
57
Website
Magazine
Respondents’ interest in an independent consumer rights magazine or website, %
Q14(2010)/Q11(2009). Would you be interested in an independent consumer magazine or website that gives you results of independent comparative tests of the quality of products and
services such as washing machines, mobile phones and food products? Base: all respondents
Total sample 36-45 year-olds21-35 year-olds
03/2010 09/2009
Concerning other socio-demographic characteristics of those interested in the above-mentioned
services, it was observed that women, those with the highest level of education, city dwellers and
employees were most interested in both the website and the magazine. For example, 48% of women
had an interest in the magazine and 62% in the website, compared to 40% and 54%, respectively, of
men. For further details, see annex table 25.
Asked how much they would pay for such an independent website or magazine, 7 in 10 respondents
said they didn’t know or gave no answer (69%); that is slightly more than in the previous wave
(65%, an increase of 4 percentage points).
Of the 31% of respondents who answered the question about paying a fee (n=311), most would prefer
to pay 12 leva for a one-year period of access to the test results published on the website
www.aktivnipotrebiteli.bg (35%) or buy single issues of the magazines at a kiosk for 3 leva (31%).
Approximately a quarter of the interviewees who gave an answer to that question would pay 2 leva by
credit or debit card to access the results on the website www.aktivnipotrebiteli.bg (23%). Paying 20
leva for an annual subscription (10 magazines a year) was the least popular option among respondents
(10%).
however, did not think that it had been helpful, useful and effective but would still recommend the organisation to friends and relatives in
case they needed information or advice on consumer rights. For details, see annex tables 17-24.
Analytical Report Flash EB No 275- Consumer protection and consumer rights (BG - wave 2)
page 20
BG
What respondents would be prepared to pay for an independent consumer rights magazine or website?, %
Q15(2010)/Q12(2009). Would you be prepared to pay?Base: those who gave an answer
20 leva for a subscription (10 magazines per year)
3 leva for a single magazine at a kiosk
2 leva by credit/debit card for the results of a test via the website
www.aktivnipotrebiteli.bg / bnap.org
12 leva for a one year period of acees to results of comparative tests on the
website www.aktivnipotrebiteli.bg / bnap.org
Total 36-45 year-olds21-35 year-olds
9
37
26
27
21
44
14
21
10
28
23
39
17
51
11
21
10
31
23
35
18
48
12
21
03/2010 09/2009
Some differences could be seen between the two survey waves. The respondents interviewed in
September 2009 mostly preferred, for example, to buy single issues of the magazine at a kiosk (48%),
while the least preferred option was to pay 2 leva by credit or debit card for access to specific tests on
the website www.bnap.org11
(12%).
The differences between socio-demographic groups were only statistically significant in a few cases:
The willingness to pay 12 leva for a one year period of online-access to comparative tests increased
with the level of education, and was higher among 21-35 year-olds and respondents living in a
metropolitan area compared to their counterparts. For example, 18% of those with the highest level of
education would opt for this mode of payment, compared to 9% of those with an average level of
education and none of those with the lowest level of education. It was also observed that city dwellers
showed a higher readiness to pay 2 leva by credit or debit card for access to the test results on the
website (11% vs. 5% in rural areas)12
For further details, see annex table 26.
4.2 Funding an independent consumer organisation
Concerning the funding of an independent consumer organisation in Bulgaria, survey participants
were read out five different possibilities of how such an organisation could be financed and asked for
each of these options whether they would support it or not. Two of the possibilities suggested some
kind of financial support without any direct service in return and three of the options implied the
payment of a membership fee whose amount varied according to the services that respondents would
receive in return.
Just as in the previous wave, approximately 4 in 10 respondents supported at least one of the
suggested options (2010: 42%, 2009: 41%). Also similar to the previous wave, the option to give a
donation without a direct service in return was more frequently chosen (36% of respondents
opted for one of these methods in 2010 and 32% did so in 2009) than that of paying an annual
membership fee and getting a service in return (chosen in both waves by one-fifth of respondents:
19% in 2010, 22% in 2009).13
11
As the Bulgarian National Consumer Organisation was renamed to Aktivni Potrebiteli between the two waves of the survey, accordingly
the website was renamed from www.bnap.org to www.aktivnipotrebiteli.bg. 12 The differences shown in the graph between age groups may seem substantial. However, due to the low number of respondents, they are not significant at the 0.05 confidence level. Please note, too, that the results for those respondents with the lowest level of education must be
treated with caution, as their numbers were low (n=55, unweighted number). 13 Results do not add up to 100% as respondents had the possibility of giving several answers.
Flash EB No 275- Consumer protection and consumer rights (BG - wave 2) Analytical Report
page 21
Looking in more detail at the different ways of funding an independent consumer organisation for the
current wave, the most popular means were making a tax-deductible donation (26%) and giving the
association a percentage of taxes instead of paying them to the government (24%).
Among the possibilities of paying a membership fee and getting a direct service in return, respondents
most frequently opted for the lowest fee and the lowest level of service: indeed, 17% of interviewed
Bulgarians were ready to pay an annual membership fee of 12 leva, if this included an online access
to 10 issues of an independent consumer magazine that offered the results of product and service tests,
while nearly 1 in 10 (8%) would pay 20 leva to get the printed version of the consumer magazine as
well as online access. Just 5% would pay 40 leva if the service also included, in addition to online
access and the printed version of the magazine, legal advice when required. These figures remained
basically unchanged compared to the first wave of the survey.
The younger respondents were more likely than their older counterparts to be willing to pay an annual
membership fee of 12 leva, if this included an online access to 10 issues of an independent consumer
magazine that offered the results of product and service tests (20% vs. 12%); this difference was due to
a significant drop, since September 2009, in readiness to choose this option among respondents from
the older age group (decrease of 6 percentage points). Moreover, younger respondents were more
likely to pay 20 leva to get the printed version of the consumer magazine as well as online access
(10% vs. 5%).
BG
Giving this association a donation which you can deduct from your income tax
Giving this association a percentage of your tax instead of paying them to the Government
Paying an annual membership fee of 12 leva, if this included online access to 10 issues of an
independent consumer magazine with results of comparative tests of products and services
Paying an annual membership fee of 20 leva, if this included online access to 10 issues of an
independent consumer magazine with results of comparative tests of products and services plus the
printed version as well
Paying an annual membership fee of 40 leva, if this included online access to 10 issues (print) of an independent consumer magazine with results of
comparative tests of products and services, plus the printed version as well, plus legal advice if needed
Support for an independent Bulgarian consumer rights association, % of yes
Q16(2010)/Q13(2009). Would you be willing to support an independent Bulgarian consumer association by …?Base: all respondents
Total sample 36-45 year-olds21-35 year-olds
25
24
12
5
5
27
25
18
7
5
26
24
17
8
5
26
24
19
7
6
28
25
20
10
6
25
23
19
7
6
03/2010 09/2009
Respondents with the highest level of education and those living in a metropolitan or urban area were,
in general, more ready to financially support an independent consumer organisation. For example,
between 8% (in support of paying an annual membership fee of 20 leva) and 33% (in support of giving
a tax-deductible donation) of those living in a metropolitan area declared themselves ready to provide
financial support to such an organisation, compared to between 2% (in support of paying an annual
membership fee of 40 leva) and 14% (in support of giving a percentage of taxes) of respondents from a
rural area.
Women were slightly more likely to prefer to support an independent organisation via taxes (27% vs.
23% of men), while the latter showed a higher readiness to make a tax-deductible donation (28% vs.
25% of women). For further details, see annex table 27.
Analytical Report Flash EB No 275- Consumer protection and consumer rights (BG - wave 2)
page 22
5. Protection of consumer rights in Bulgaria
Respondents were asked to assess the level of consumer protection they had in Bulgaria compared to
that existing in other EU countries.
Just as in the previous survey wave, over 7 in 10 respondents thought that consumers in Bulgaria
were less protected than consumers elsewhere in the EU (73%, an increase of 1 percentage point).
Roughly one in six (16%) believed that they enjoyed the same level of consumer protection as
residents of other EU Member States; 2% had the impression that Bulgarian consumers were better
protected than those in other EU Member States. One in 10 respondents did not know how to judge
the situation in Bulgaria compared to the rest of the EU (9%).
BG
Opinions about the protection of consumer rights in Bulgaria compared to other EU countries , %
Q17(2010)/Q14(2009). Compared to other EU countries, do you think consumers in Bulgaria have the same, less or more consumer rights and protection?
Base: all respondents
2
2
16
16
73
72
9
9
03/2010
09/2009
Total sample 21-35 year-olds 36-45 year-olds
More Same Less DK/NA
2
3
16
16
74
71
8
10
03/2010
09/2009
2
1
16
17
73
75
9
7
03/2010
09/2009
Respondents living in a metropolitan area, the most educated ones and employees commented more
frequently that the level of consumer protection was the same in Bulgaria as in other EU countries.
The self-employed and those with an average level of education were most likely to argue that
consumers in Bulgaria were less protected than citizens elsewhere in the EU. For further details, see
Annex table 28.
Participants were even more negative when assessing whether Bulgarian shopkeepers and service
providers respected consumer rights. Similar to the previous wave, more than 8 in 10 respondents felt
that Bulgarian shopkeepers and service providers respected consumer rights less than their
counterparts in other EU Member States (84%, an increase of 2 percentage points). Just 7%
thought that they respected consumer rights to the same extent as their counterparts in other EU
countries and only 2% thought that they showed more respect to those rights. Around 1 in 10
respondents didn’t know how to judge the situation or gave no answer (8%).
BG
Opinions about how consumer rights are respected in Bulgaria compared to other EU countries , %
Q18(2010)/Q15(2009). Do you think sellers in Bulgaria respect consumer rights and protection rules the same, less or more?
Base: all respondents
2
1
7
7
84
82
8
9
03/2010
09/2009
Total sample 21-35 year-olds 36-45 year-olds
More Same Less DK/NA
2
2
6
8
85
82
7
8
03/2010
09/2009
1
1
7
7
84
82
8
11
03/2010
09/2009
Flash EB No 275- Consumer protection and consumer rights (BG - wave 2) Analytical Report
page 23
Those with the highest level of education (90%), large city dwellers (88%), the self-employed (90%)
and employees (88%) were most likely to say that shopkeepers (sellers) respected consumer rights less
than they did in other EU countries, compared to those with lower levels of education (77%-82%),
manual workers and those not working (80%-81%). For further details, see Annex table 29.
Most respondents also thought that the Bulgarian justice system was not efficient in punishing
businesses that misled or cheated their customers (79%) and only 8% of respondents thought it
was efficient in such cases. Thirteen percent did not know how to judge the efficiency of the
Bulgarian legal system or gave no answer. Opinions on this point have been stable over both waves of
the survey.
Younger respondents were slightly more confident that the Bulgarian justice system was efficient
when it came to fighting businesses that cheated or misled consumers. 1 in 10 of the 21-35 year-olds
were happy with the situation while this point of view was shared by only 6% of 36-45 year-olds.
BG
Opinions as to whether the Bulgarian justice system is efficient in dealing with businesses that cheat or mislead consumers, %
Q19(2010)/Q16(2009). In general, would you say that the Bulgarian justice system is efficient in punishing businesses that mislead or cheat consumers?
Base: all respondents
8
8
79
81
13
12
03/2010
09/2009
Total sample 21-35 year-olds 36-45 year-olds
10
9
79
79
11
12
03/2010
09/2009
6
6
80
83
14
11
03/2010
09/2009
NoYes DK/NA
Respondents living in a major city or a town, those with the highest level of education and the self-
employed were particularly likely to be critical about the efficiency of the Bulgarian justice system
when it came to punishing a seller or provider of faulty goods or services. For example, 86% of major
city dwellers said the legal system was not efficient enough on that count, compared to 74% of those
living in a rural area. Members of the latter group were, together with those with the lowest level of
education and respondents without paid work, most likely not to know how to judge the efficiency of
the Bulgarian justice system when it came to dealing with businesses that cheated or misled
consumers.
For further details, see annex table 30.
Annex Flash EB No 275- Consumer protection and consumer rights (BG - wave 2)
page 24
Flash EB Series #275
Consumer protection and consumer rights
in Bulgaria
Wave2
Annex Tables and
Survey Details
THE GALLUP ORGANIZATION
Flash EB No 275- Consumer protection and consumer rights (BG - wave 2) Annex
page 25
Annex tables
Table 1. Awareness of messages over the past weeks about consumer rights ..................................... 26
Table 2. The messages the respondents have seen/heard ..................................................................... 27
Table 3. Awareness of advertisements/news articles saying that respondents should stand up for their consumer rights ............................................................................................................ 28
Table 4. Awareness of messages about consumer rights regarding returning mobile phones,
holiday packages and hotels or consumer credit .................................................................. 29
Table 5. Awareness of messages about consumers knowing their rights not being cheated ................ 30
Table 6. The channels of messages about the consumer rights ............................................................ 31
Table 7. Usefulness of the information received through the information campaign .......................... 32
Table 8. Evaluation of the messages about the consumer rights – Easy to understand ....................... 33
Table 9. Evaluation of the messages about the consumer rights – Easy to remember ......................... 34
Table 10. Evaluation of the messages about the consumer rights – Convincing .................................. 35
Table 11. Asking advice in case of problem with a product, a service or a seller ................................ 36
Table 12. Main ways of finding information on consumer rights ........................................................ 37
Table 13. Awareness of institutions and organisations/associations dealing with protection of consumer rights - Unprompted ............................................................................................. 38
Table 14. Awareness of institutions and organisations/associations dealing with protection of
consumer rights - Prompted ................................................................................................. 39
Table 15. Consumer rights organisations that were asked for information .......................................... 40
Table 16. Trusted establishments ......................................................................................................... 41
Table 17. Opinion on the people working at Aktivni Potrebiteli / Bulgarian National Consumer
Association ........................................................................................................................... 42
Table 18. Opinion on the advice received from Aktivni Potrebiteli / Bulgarian National Consumer Association ......................................................................................................... 43
Table 19. Opinion on the handling of request at Aktivni Potrebiteli / Bulgarian National Consumer Association ......................................................................................................... 44
Table 20. Encouraging others to ask Aktivni Potrebiteli /Bulgarian National Consumer
Association for information or advice .................................................................................. 45
Table 21. Opinion on the people working at the European Consumer Centre in Sofia ........................ 46
Table 22. Opinion on the advice received from the European Consumer Centre in Sofia ................... 47
Table 23. Opinion on the handling of request at the European Consumer Centre in Sofia .................. 48
Table 24. Encouraging others to ask European Consumer Centre in Sofia for information or
advice ................................................................................................................................... 49
Table 25. Interest in an independent consumer rights magazine or website ........................................ 50
Table 26. Would you be prepared to pay? ............................................................................................ 51
Table 27. Support for an independent Bulgarian consumer rights association .................................... 52
Table 28. Consumer rights compared to other EU countries................................................................ 53
Table 29. Respecting consumer rights compared to other EU countries .............................................. 54
Table 30. Legal reprisals for cheating or misleading consumers ......................................................... 55
Annex Flash EB No 275- Consumer protection and consumer rights (BG - wave 2)
page 26
Table 1. Awareness of messages over the past weeks about consumer rights
QUESTION: Q1a. Have you over the past weeks seen/heard messages about consumer rights?
Total N % Yes % No % DK/NA
TOTAL 1001 43 55.7 1.3
SEX
Male 519 41.8 56.8 1.5
Female 482 44.4 54.6 1
AGE (4 categories)
21 – 29 363 36.7 62.8 0.5
30 – 34 198 44.5 53.7 1.8
35 – 39 187 43.1 56.2 0.7
40 – 45 230 51.2 46.2 2.6
AGE (2 categories)
21 – 35 606 39.2 60 0.9
36 – 45 372 49 49.1 1.9
EDUCATION (end of)
Until 15 years of age 56 15.6 80.3 4.1
16 – 20 614 40 58.8 1.2
20 + 283 57 42.4 0.6
Still in education 32 27 73 0
URBANISATION
Metropolitan 172 51.7 48.3 0
Urban 636 42.9 56.1 1
Rural 188 36 61.4 2.7
OCCUPATION
Self-employed 91 52.9 46 1.1
Employee 360 51.8 47 1.2
Manual worker 190 38.7 60.9 0.4
Not working 358 34.1 64.4 1.5
Flash EB No 275- Consumer protection and consumer rights (BG - wave 2) Annex
page 27
Table 2. The messages the respondents have seen/heard
QUESTION: Q1a_a_01-99. Can you please tell me what this/these message/s was/were?
Base: who have seen/heard over the past weeks messages about consumer rights
% of “Mentions” shown
To
tal
N
Th
e ex
act
slo
ga
n i
s m
enti
on
ed
Mes
sag
e a
bo
ut
the
con
sum
er r
igh
ts -
in
g
ener
al
Mes
sag
es a
bo
ut
the
con
sum
er r
igh
ts
an
d m
ob
ile
ph
on
es r
epa
ir
Mes
sag
e a
bo
ut
the
con
sum
er r
igh
ts a
nd
h
oli
da
y p
ack
ag
es,
ho
tel
Mes
sag
e a
bo
ut
the
con
sum
er r
igh
ts a
nd
cr
edit
, b
an
ks
Mes
sag
es a
bo
ut
mo
bil
e p
ho
ne
rep
air
/
ma
kin
g a
mo
nk
ey o
ut
of
peo
ple
Mes
sag
e a
bo
ut
ho
lid
ay
pa
cka
ges
, h
ote
l -
sen
din
g p
eop
le f
or
gre
en c
av
iar
-w
ith
ou
t m
enti
on
ing
th
e co
nsu
mer
rig
ht
Mes
sag
e a
bo
ut
con
sum
er c
red
it g
lid
ing
p
eop
le f
rom
th
e sl
ide
-w
ith
ou
t m
enti
on
ing
th
e co
nsu
mer
rig
ht
Mes
sag
es a
bo
ut
peo
ple
no
t k
no
win
g
thei
r ri
gh
ts a
s co
nsu
mer
in
Bu
lga
ria
Mes
sag
es a
bo
ut
chea
tin
g c
on
sum
er
Oth
er a
nsw
ers
DK
/NA
TOTAL 431 14.7 42.8 11.4 5 6.3 7.8 4.5 5.1 6.3 9.3 5.7 10.7
SEX
Male 217 14.5 41.5 10 5.5 6 5.3 4.5 5.7 6.3 10.5 4.9 13.5
Female 214 15 44.1 12.8 4.3 6.6 10.3 4.5 4.4 6.4 8.2 6.4 7.9
AGE (4
categories)
21 – 29 133 14.7 40.9 11.1 7.9 5.1 14.3 7 5.7 6.6 11.7 6.1 8.8
30 – 34 88 16.5 30 12.9 3.1 8.3 6 2.5 1 4.6 4.2 6.5 16
35 – 39 80 8.9 56.1 10.7 3.3 7.7 5.5 3.1 7.6 7.4 8.3 4.8 10
40 – 45 118 14.2 45.6 12 3.6 5.9 4 4.6 5 6.1 11 5.6 10.6
AGE (2
categories)
21 – 35 237 14.7 38.2 11.9 5.6 6.8 10.3 4.9 3.6 5.4 8.9 5.9 11.5
36 – 45 182 12.7 48.9 11.4 3.7 6.1 5 4.3 6.6 7.2 9.9 5.7 10.4
EDUCATION
(end of)
Until 15 years of age 9 10.2 9.6 15.1 0 9.1 40.9 0 16.6 7.1 30.2 0 0
16 – 20 246 14.6 40.1 11.4 6.3 6.2 9.8 6.8 7.4 7 9.5 4.1 11.9
20 + 161 14.4 51.4 11.7 3.6 6.3 2.9 1.7 1.3 5.9 8.1 8.2 7.5
Still in education 9 14.8 14.8 0 0 11.7 15.6 0 0 0 14.8 11.9 31.2
URBANISATION
Metropolitan 89 4.6 49.7 13.1 3.4 6.2 6.8 3.4 2.4 6.8 4.5 3.9 11.5
Urban 273 16.4 43 8.4 4.4 7 4.7 4.5 3.9 6 9.9 6.4 11.8
Rural 67 21.6 31.8 21.4 9.5 3.9 21.8 5.9 13.4 7.4 13.6 5.2 5.7
OCCUPATION
Self-employed 48 9 43.8 11.8 4.8 6.3 4.6 2.5 2.7 11.2 13.6 6.5 14.4
Employee 187 15.5 47.6 12.4 5.6 7.7 6.8 2.1 4.4 5.7 5.6 5.7 9
Manual worker 73 22.1 30.1 10.5 3.4 2.2 5.9 10.1 6.8 4.8 11.3 7.1 13.2
Not working 122 11.5 43 10.2 5.1 6.7 11.7 5.6 5.9 6.3 12.2 4.5 9.9
Annex Flash EB No 275- Consumer protection and consumer rights (BG - wave 2)
page 28
Table 3. Awareness of advertisements/news articles saying that respondents should stand up for their consumer rights
QUESTION: Q1b. Have you over the past weeks see/heard advertisements/news articles saying that you should stand
up for your consumer rights, not let them glide you from the slide, make you into monkey, send you for green caviar?
Base: who haven’t seen/heard over the past week the exact slogan
Total N % Yes % No % DK/NA
TOTAL 937 54.4 43.2 2.4
SEX
Male 488 50.1 47.4 2.6
Female 449 59.1 38.7 2.1
AGE (4 categories)
21 – 29 344 54.9 44.3 0.8
30 – 34 184 53.5 42.5 4
35 – 39 179 58.9 39 2.1
40 – 45 214 53.3 43.8 2.9
AGE (2 categories)
21 – 35 571 54.4 43.7 1.9
36 – 45 349 56 41.4 2.6
EDUCATION (end of)
Until 15 years of age 55 22 73.4 4.6
16 – 20 579 52.6 45 2.4
20 + 260 67.3 31.7 1
Still in education 31 49.4 50.6 0
URBANISATION
Metropolitan 168 66.4 33.1 0.5
Urban 592 55.9 42.5 1.6
Rural 173 38.4 55.2 6.4
OCCUPATION
Self-employed 87 60.6 38.4 1
Employee 331 62.2 37.2 0.5
Manual worker 174 43.9 54.1 2
Not working 344 50.5 45.1 4.4
Flash EB No 275- Consumer protection and consumer rights (BG - wave 2) Annex
page 29
Table 4. Awareness of messages about consumer rights regarding returning mobile phones, holiday packages and hotels or consumer credit
QUESTION: Q1c. Have you over the past weeks seen/heard advertisement, messages, information about consumer
rights regarding returning mobile phones, holiday packages and hotels or consumer credit?
Base: who were not aware the exact slogan or any advertisements/news articles about standing up for consumer rights
Total N % Yes % No % DK/NA
TOTAL 427 11.8 83.5 4.7
SEX
Male 244 10.6 85.1 4.3
Female 184 13.4 81.4 5.3
AGE (4 categories)
21 – 29 155 9 88.7 2.3
30 – 34 85 17.1 77.5 5.4
35 – 39 74 15.1 79.8 5.1
40 – 45 100 10.8 83.2 6
AGE (2 categories)
21 – 35 260 12.1 84.4 3.5
36 – 45 154 12.3 81.9 5.8
EDUCATION (end of)
Until 15 years of age 43 0 92.7 7.3
16 – 20 274 10 85.8 4.2
20 + 85 25.8 70.9 3.3
Still in education 15 6.6 93.4 0
URBANISATION
Metropolitan 56 17.5 78.1 4.4
Urban 261 12.7 84.6 2.6
Rural 107 6.9 83.8 9.3
OCCUPATION
Self-employed 34 17.1 82.9 0
Employee 125 19.5 78.3 2.2
Manual worker 97 9.5 86.2 4.2
Not working 170 6.4 86.3 7.3
Annex Flash EB No 275- Consumer protection and consumer rights (BG - wave 2)
page 30
Table 5. Awareness of messages about consumers knowing their rights not being cheated
QUESTION: Q1d. Have you over the past weeks see/heard advertisements/news articles about consumers knowing
their rights, not being cheated?
Base: who have seen/heard over the past week ads/news articles regarding returning mobile phones, holiday packages and
hotels or consumer credit
Total N % Yes % No % DK/NA
TOTAL 50 16.6 63.5 19.8
SEX
Male 26 27.3 49.4 23.3
Female 25 5.4 78.5 16.1
AGE (4 categories)
21 – 29 14 19.3 51.5 29.2
30 – 34 15 18.5 69 12.5
35 – 39 11 5.5 83.6 10.8
40 – 45 11 22.1 50.9 27
AGE (2 categories)
21 – 35 31 17.1 64.2 18.7
36 – 45 19 15.8 62.4 21.8
EDUCATION (end of)
Until 15 years of age 0 0 0 0
16 – 20 27 21.2 52.6 26.2
20 + 22 11.7 75.6 12.7
Still in education 1 0 100 0
URBANISATION
Metropolitan 10 8.5 79.3 12.3
Urban 33 22.7 62.6 14.7
Rural 7 0 46.5 53.5
OCCUPATION
Self-employed 6 0 54.1 45.9
Employee 24 14.5 71.9 13.6
Manual worker 9 43.2 50.1 6.8
Not working 11 7.7 61.4 30.9
Flash EB No 275- Consumer protection and consumer rights (BG - wave 2) Annex
page 31
Table 6. The channels of messages about the consumer rights
QUESTION: Q2_1-9. Where did you see/hear this/these messages about consumer rights?
Base: who are aware any kind of advertisement
% of “Mentioned” shown
To
tal
N
On
TV
On
ra
dio
In a
new
spa
per
/ m
ag
azi
ne
In b
roch
ure
/lea
flet
On
th
e in
tern
et
Fro
m f
am
ily
, fr
ien
ds,
co
llea
gu
es
Oth
er
DK
/NA
TOTAL 675 85.6 6.8 6.5 2.3 11.9 4.5 1.2 3.3
SEX
Male 334 83.5 7.5 5.6 2.3 11.5 4.2 2.2 4.8
Female 341 87.6 6.1 7.4 2.3 12.2 4.8 0.1 1.8
AGE (4 categories)
21 – 29 238 83.6 6.8 4.2 2.9 14.8 4.7 1.7 2.7
30 – 34 136 86.1 6.5 4.3 1.9 7.8 3.5 0.9 5.6
35 – 39 132 85.3 6.5 8.4 3.6 10.4 3.1 0.9 2.5
40 – 45 158 88.3 7.1 9.1 1 12.5 5.8 0.9 2.3
AGE (2 categories)
21 – 35 402 84.3 6.6 4.4 2.3 12.1 4.2 1.3 3.8
36 – 45 261 87.5 7 9.1 2.4 11.7 4.7 1 2.2
EDUCATION (end
of)
Until 15 years of age 13 94.6 5.4 4.7 0 0 9.7 0 0
16 – 20 398 84.9 6.2 5.3 2.1 8.7 4.8 0.9 4.7
20 + 237 87.5 7.7 9.2 3.1 16.8 3.8 1.3 1.5
Still in education 19 67.9 12.7 0 0 21.1 5.5 7.2 0
URBANISATION
Metropolitan 135 76.7 9.9 6 1.6 18.9 2.2 0 4.5
Urban 440 88.6 5.3 6.3 2.2 11.6 4.8 1.3 2.8
Rural 97 83.9 9.3 8 3.9 3.8 6.5 2.3 3.8
OCCUPATION
Self-employed 71 84.9 8.4 7.7 0 12 7 0 4.8
Employee 273 82.5 9 8.9 3.8 17.9 3.6 1.2 2.5
Manual worker 114 87.5 4 5.5 0.7 4.5 5.7 2.1 4.9
Not working 214 88.7 5 3.5 2.1 8.1 4.2 1.1 2.9
Annex Flash EB No 275- Consumer protection and consumer rights (BG - wave 2)
page 32
Table 7. Usefulness of the information received through the information campaign
QUESTION: Q3a. Did you find the information you have received through these messages/this information campaign
Base: who are aware any kind of advertisement
Total N
% Not
useful at
all
% Not
useful % Useful
% Very
useful
%
DK/NA
TOTAL 675 3.7 9.7 66.2 14.3 6.1
SEX
Male 334 4.4 9.1 64.8 14.2 7.5
Female 341 3 10.3 67.5 14.5 4.6
AGE (4 categories)
21 – 29 238 2.7 8.7 69.5 12.5 6.6
30 – 34 136 3.3 8 62.8 17.2 8.8
35 – 39 132 7.2 9.7 67.6 12.5 3
40 – 45 158 3 13.4 64 13.7 5.9
AGE (2 categories)
21 – 35 402 3.5 8.2 67.8 13.4 7.1
36 – 45 261 4.3 12.5 64.3 14.2 4.7
EDUCATION (end of)
Until 15 years of age 13 7.7 13.2 69 4.7 5.4
16 – 20 398 4.3 8.4 64.6 14.6 8.1
20 + 237 2.5 11.6 69.3 14.1 2.7
Still in education 19 0 16 71.3 12.7 0
URBANISATION
Metropolitan 135 3.6 9 73.3 10 4.1
Urban 440 3.3 9.7 66.9 14.7 5.5
Rural 97 6 11.2 53.6 19.1 10.1
OCCUPATION
Self-employed 71 4.7 15.1 57.6 17.3 5.4
Employee 273 2.4 8.5 67.3 16.7 5.1
Manual worker 114 1.2 11.4 61.4 16.6 9.5
Not working 214 6.5 8.3 70.2 9.2 5.8
Flash EB No 275- Consumer protection and consumer rights (BG - wave 2) Annex
page 33
Table 8. Evaluation of the messages about the consumer rights – Easy to understand
QUESTION: Q3_A. Did you find the information about your rights as a consumer of repair of faulty goods, holiday
packages, and consumer credit, provided through the campaign on consumer rights.... - Easy to understand?
Base: who are aware any kind of advertisement
Total N % Agree % Disagree % DK/NA
TOTAL 675 78.1 17 4.8
SEX
Male 334 76.8 16.9 6.4
Female 341 79.5 17.2 3.3
AGE (4 categories)
21 – 29 238 79.2 14.2 6.6
30 – 34 136 77.8 17.3 5
35 – 39 132 77.9 16.8 5.3
40 – 45 158 76.4 21.5 2
AGE (2 categories)
21 – 35 402 78.2 16 5.9
36 – 45 261 77.7 18.8 3.4
EDUCATION (end of)
Until 15 years of age 13 86.9 13.1 0
16 – 20 398 79.4 14.7 5.9
20 + 237 76 21.4 2.6
Still in education 19 87.7 5.5 6.8
URBANISATION
Metropolitan 135 80 16.9 3
Urban 440 77.7 17.6 4.7
Rural 97 78.5 14.9 6.7
OCCUPATION
Self-employed 71 76.4 18 5.5
Employee 273 79.5 17.6 2.9
Manual worker 114 75.2 15.6 9.2
Not working 214 78.4 16.9 4.7
Annex Flash EB No 275- Consumer protection and consumer rights (BG - wave 2)
page 34
Table 9. Evaluation of the messages about the consumer rights – Easy to remember
QUESTION: Q3_B. Did you find the information about your rights as a consumer of repair of faulty goods, holiday
packages, and consumer credit, provided through the campaign on consumer rights.... - Easy to remember?
Base: who are aware any kind of advertisement
Total N % Agree % Disagree % DK/NA
TOTAL 675 75.7 17.3 7.1
SEX
Male 334 73.3 18.6 8.1
Female 341 77.9 16 6
AGE (4 categories)
21 – 29 238 80 13 7
30 – 34 136 77 15.6 7.4
35 – 39 132 71.3 20.3 8.4
40 – 45 158 71.5 23 5.5
AGE (2 categories)
21 – 35 402 78.7 14.4 6.9
36 – 45 261 70.9 21.9 7.1
EDUCATION (end of)
Until 15 years of age 13 86.9 13.1 0
16 – 20 398 75.8 16.3 7.9
20 + 237 75.4 19.7 4.9
Still in education 19 78.9 5.5 15.6
URBANISATION
Metropolitan 135 75.7 22 2.3
Urban 440 75.8 16.2 8
Rural 97 75.9 15.8 8.2
OCCUPATION
Self-employed 71 76.6 16.6 6.8
Employee 273 76.5 18.3 5.2
Manual worker 114 72.5 19 8.5
Not working 214 75.9 15.3 8.8
Flash EB No 275- Consumer protection and consumer rights (BG - wave 2) Annex
page 35
Table 10. Evaluation of the messages about the consumer rights – Convincing
QUESTION: Q3_C. Did you find the information about your rights as a consumer of repair of faulty goods, holiday
packages, and consumer credit, provided through the campaign on consumer rights.... - Convincing
Base: who are aware any kind of advertisement
Total N % Agree % Disagree % DK/NA
TOTAL 675 62.5 27.6 9.8
SEX
Male 334 58.2 29.4 12.4
Female 341 66.8 25.9 7.3
AGE (4 categories)
21 – 29 238 64.3 26.7 9
30 – 34 136 63.1 25 11.9
35 – 39 132 60.7 30.7 8.6
40 – 45 158 60 29.8 10.2
AGE (2 categories)
21 – 35 402 64 26.3 9.7
36 – 45 261 59.7 30.2 10
EDUCATION (end of)
Until 15 years of age 13 86.9 7.7 5.4
16 – 20 398 60.7 27 12.3
20 + 237 64.2 30.6 5.2
Still in education 19 62.8 21.5 15.6
URBANISATION
Metropolitan 135 62.6 33.1 4.3
Urban 440 63.5 26.5 9.9
Rural 97 58.5 25.7 15.8
OCCUPATION
Self-employed 71 63.6 20.4 16
Employee 273 61.1 31.4 7.5
Manual worker 114 62.8 26 11.2
Not working 214 64.3 25.9 9.7
Annex Flash EB No 275- Consumer protection and consumer rights (BG - wave 2)
page 36
Table 11. Asking advice in case of problem with a product, a service or a seller
QUESTION: Q4. Where would you go for information or advice about your consumer rights if you have a problem
with a product, a service or a seller?
To
tal
N
% G
ov
ern
men
t, M
inis
try
, P
ub
lic
Au
tho
rity
% D
ial
ph
on
e n
um
ber
0 7
00
11
1 2
2
% A
kti
vn
i P
otr
ebit
eli/
Bu
lga
ria
n
Na
tio
na
l C
on
sum
er A
sso
cia
tio
n
% I
nd
epen
den
t c
on
sum
er
ass
oci
ati
on
% S
ho
pk
eep
ers,
sel
lers
or
se
rvic
e p
rov
ider
s
% F
rien
ds
an
d r
ela
tiv
es
% L
aw
yer
s
% T
he
EU
co
nta
ct p
oin
ts
% T
he
Eu
rop
ean
Co
nsu
mer
C
entr
e
% S
earc
h t
he
Inte
rnet
% O
ther
% D
K/N
A
TOTAL 1001 3.3 7.4 6.7 4.3 17.3 6.2 2.6 0.4 0.8 24.4 9.4 17.3
SEX
Male 519 2.4 6.9 8.2 4.7 16.7 6.9 2.7 0.5 0.8 23.5 9.3 17.5
Female 482 4.2 7.8 5 3.9 18 5.4 2.5 0.2 0.9 25.4 9.5 17.1
AGE (4
categories)
21 – 29 363 3.4 6.4 7 2.9 15.6 6.7 2.7 0.7 1.3 30.1 7.2 16
30 – 34 198 4.2 5.3 7.4 6.3 13.1 5.8 2.6 0 1.1 26.4 10.3 17.5
35 – 39 187 1.3 9.4 3.5 5.3 20.6 5 1.8 0 0 20.3 12.3 20.5
40 – 45 230 4.3 9 7.1 3.3 20.8 6.5 3.5 0.4 0.7 17.3 9.9 17
AGE (2
categories)
21 – 35 606 3.5 6.2 6.8 4.1 14.9 6.4 2.4 0.4 1.1 28.9 8.4 16.9
36 – 45 372 3.1 9.3 5.9 4.1 21.2 5.8 3.1 0.3 0.4 17.2 11.2 18.3
EDUCATION
(end of)
Until 15 years of age 56 1.8 4 1.8 1.4 31.9 19.7 5.8 0 0 4 4.2 25.2
16 – 20 614 3.2 8.2 6.9 4.4 17.1 6.6 2.5 0.6 1.2 19.4 9.9 20
20 + 283 3.4 6.5 7.3 4.9 13.6 2.6 2.2 0 0.4 38.6 9.6 10.8
Still in education 32 6.4 4.2 4.2 3.2 20.9 9.7 4.2 0 0 38.9 8.2 0
URBANISATION
Metropolitan 172 3.1 9.7 4.5 5.7 5.4 3.5 1.4 0 2.1 37.4 12.2 15
Urban 636 3 6.2 7.2 3.8 19.1 5.5 2.1 0.6 0.6 24.8 10.4 16.6
Rural 188 4.5 9.2 6.1 4.8 22.5 10.6 5.4 0 0.4 11.2 3 22.2
OCCUPATION
Self-employed 91 4.2 9.9 3.6 8.5 13.4 7.7 3.5 0 0 27.3 4.7 17.2
Employee 360 4.1 8 9.3 4.2 13.8 3.1 1.6 0 1.2 31.1 12.1 11.5
Manual worker 190 3.1 6.8 6.8 3.9 22.4 9.1 3.6 0.5 1.1 10.5 9 23.2
Not working 358 2.4 6.4 4.8 3.5 19.2 7.1 2.9 0.8 0.6 24.5 7.9 20
Flash EB No 275- Consumer protection and consumer rights (BG - wave 2) Annex
page 37
Table 12. Main ways of finding information on consumer rights
QUESTION: Q5. How would you try to find information and advice about consumer rights?
To
tal
N
% B
y p
ho
ne
% S
earc
h o
n w
eb
% S
end
let
ter
% W
rite
e-m
ail
% G
o t
o w
ww
.
ak
tiv
nip
otr
ebit
eli.
bg
% O
ther
% D
K/N
A
TOTAL 1001 24.6 43.7 1.9 3.3 6.8 8.3 11.4
SEX
Male 519 25.5 39.7 2.2 4 7.5 8.6 12.5
Female 482 23.6 48.1 1.6 2.5 6.2 7.9 10.2
AGE (4
categories)
21 – 29 363 16.6 50.1 2 4.3 7.8 7.8 11.5
30 – 34 198 28.4 40.3 1.8 4.7 8 7.2 9.6
35 – 39 187 32.1 44.6 1 1.3 1.8 8.4 10.9
40 – 45 230 29.1 37.2 2.9 2.2 6.1 10.1 12.3
AGE (2
categories)
21 – 35 606 21.1 46.7 1.8 4.1 7.6 7.7 11
36 – 45 372 31 39.6 2.3 2 4.2 9.4 11.4
EDUCATION
(end of)
Until 15 years of age 56 38.5 8.4 1.5 2 2.3 19.1 28.2
16 – 20 614 27.9 40.9 2.3 2.1 4.9 8.5 13.3
20 + 283 16 57.8 1.5 5.4 11 5.3 2.8
Still in education 32 13.9 43.3 0 9.2 13.7 7.5 12.4
URBANISATION
Metropolitan 172 24.7 54.4 3 3 7.8 4.4 2.6
Urban 636 21.4 47.4 1.4 3.7 7.3 8 10.8
Rural 188 34.7 22 2.6 2.1 4.5 12.5 21.6
OCCUPATION
Self-employed 91 28.9 47.8 0 4.1 7.4 9.1 2.7
Employee 360 22.4 52.9 2.4 3.8 7.6 6 4.8
Manual worker 190 26.9 33.8 3.1 4.6 5.1 10.8 15.6
Not working 358 24.6 38.6 1.3 1.8 6.8 8.8 18
Annex Flash EB No 275- Consumer protection and consumer rights (BG - wave 2)
page 38
Table 13. Awareness of institutions and organisations/associations dealing with protection of consumer rights - Unprompted
QUESTION: Q6_01-99. What institutions and organizations/associations dealing with protection of consumers' rights
do you know?
% of "Mentioned” shown
To
tal
N
% T
he
Go
ver
nm
ent,
M
inis
try
% t
he
Co
mm
issi
on
on
C
on
sum
er P
rote
ctio
n (
KP
Z)
% A
lo
cal
or
reg
ion
al
con
sum
er a
sso
cia
tio
n
& A
na
tio
na
l co
nsu
mer
a
sso
cia
tio
n
% A
kti
vn
i P
otr
ebit
eli
or
Bu
lga
ria
n N
ati
on
al
Co
nsu
mer
Ass
oci
ati
on
% S
ho
pk
eep
ers,
sel
lers
or
b
an
ks
% F
rien
ds
an
d r
ela
tiv
es
% L
aw
yer
s
% E
uro
pe
Dir
ect
% a
co
nsu
mer
m
ag
azi
ne/
Ak
tiv
ne
Po
treb
itel
ma
ga
zin
e
% E
uro
pea
n C
on
sum
er
Cen
tre
in S
ofi
a
% D
K/N
A
TOTAL 1001 6.2 37.8 5.7 5.1 5.4 6.7 4.1 3.7 0.1 0.1 1.6 48.7
SEX
Male 519 6.3 38.1 5.5 4.7 6.1 7.3 4.5 3.3 0.2 0.2 2.1 48
Female 482 6 37.4 6 5.5 4.6 6.1 3.7 4.1 0 0 1.1 49.5
AGE (4
categories)
21 – 29 363 6.5 33.5 3.8 4.6 4.7 5.9 3.4 3.8 0 0 1.6 53.7
30 – 34 198 4.2 34.7 4.4 3.1 5.6 5.3 2.8 3.7 0 0 0.6 53.2
35 – 39 187 6.9 39.6 6.1 5.2 4.5 8.8 4.7 3.1 0 0 2.3 46.3
40 – 45 230 6.5 45.6 9 7.6 5.6 7.5 4.1 3.9 0.4 0.4 2.2 40
AGE (2
categories)
21 – 35 606 5.5 34.8 4.1 4.1 5.4 6.5 3.5 3.9 0 0 1.5 52.7
36 – 45 372 7 42.6 8 6.7 4.5 7.1 3.9 3.4 0.2 0.3 1.9 42.9
EDUCATION
(end of)
Until 15 years of age 56 10.1 10.9 2.4 1.4 4.9 17.5 10 6 0 0 0 63.4
16 – 20 614 5.8 34.1 5.8 4.5 4.9 6.9 4.1 3.3 0 0.2 1.7 53.7
20 + 283 4.7 50.9 6.6 7.5 5.9 3.5 2.8 3.6 0.3 0 1.8 36.2
Still in education 32 5.2 44.9 5.2 4 4.2 4.2 4 0 0 0 0 46.9
URBANISATION
Metropolitan 172 4 39.3 2.7 4.2 6.2 1.2 1.9 2.7 0 0 2.8 50.7
Urban 636 4.8 38.4 6.2 4.7 5.1 5.4 4 2.7 0.1 0 0.8 48.6
Rural 188 13 35.3 7.1 7.4 5.2 15.8 6.5 8.1 0 0.6 3.4 47.3
OCCUPATION
Self-employed 91 7.7 50.8 9.1 7.8 4.4 10.3 4.8 3 0 1.1 0 30.4
Employee 360 5 45.9 6.7 7.2 8 4.1 3 3.6 0.2 0 3.4 43.7
Manual worker 190 4.3 27.9 5.4 1.5 6.2 9.1 6.2 3.3 0 0 1 58.2
Not working 358 8 31.7 3.9 4.3 2.3 7.2 3.8 4.1 0 0 0.6 53.6
Flash EB No 275- Consumer protection and consumer rights (BG - wave 2) Annex
page 39
Table 14. Awareness of institutions and organisations/associations dealing with protection of consumer rights - Prompted
QUESTION: Q7_A-I. Have you ever heard of?
% of “Yes” shown
Base: those who did not know the institutions or organizations dealing with protection of consumers rights
% T
he
Go
ver
nm
ent,
M
inis
try
% t
he
Co
mm
issi
on
on
C
on
sum
er P
rote
ctio
n
% A
lo
cal
or
reg
ion
al
con
sum
er a
sso
cia
tio
n
% T
he
Fed
era
tio
n o
f C
on
sum
ers
in B
ulg
ari
a
% T
he
ind
epen
den
t U
nio
n
of
con
sum
ers
in B
ulg
ari
a
% A
kti
vn
i P
otr
ebit
eli
or
Bu
lga
ria
n N
ati
on
al
Co
nsu
mer
Ass
oci
ati
on
% E
uro
pe
Dir
ect
% a
co
nsu
mer
m
ag
azi
ne/
Ak
tiv
ne
Po
treb
itel
ma
ga
zin
e
% E
uro
pea
n C
on
sum
er
Cen
tre
in S
ofi
a
TOTAL N 939 623 944 1001 1001 947 1000 1000 985
TOTAL % 61.8 74.5 28.2 45.4 20.6 21.2 8.7 7.8 15
SEX
Male 61.3 72.5 28 42.6 18 18 7.6 7.9 13
Female 62.3 76.6 28.4 48.4 23.4 24.5 9.9 7.8 17.2
AGE (4
categories)
21 – 29 63.6 72.4 21.6 36.8 14.8 23.7 10.9 8.7 14.1
30 – 34 60.3 81.1 27.4 52.1 19.7 19.7 8 6.3 14.5
35 – 39 63.4 75.6 34.5 48.3 24.9 19.5 5.8 8.8 15.6
40 – 45 59.6 72.1 34.7 50.5 25.3 20.4 8.3 7.9 17.2
AGE (2
categories)
21 – 35 63 75.8 24.1 43.3 16.7 22.2 9.6 7.7 14.3
36 – 45 60.3 72.9 35.1 48.7 25.8 19.9 7.3 8.6 16.7
EDUCATION
(end of)
Until 15 years of
age 73.9 45.1 8.5 13.3 10.3 11.2 0 4.7 7.8
16 – 20 61.9 74.6 26.3 40.2 17.2 18.3 6.2 8.1 13.9
20 + 60.2 88.3 36 65 31.4 29.5 15.5 7.6 18.4
Still in education 65.9 68.4 36.4 35.7 7.2 24.8 13.1 12.7 22.4
URBANISATION
Metropolitan 47.3 88.1 28.6 51 23.5 24.1 14.1 8.9 18.5
Urban 64.8 77.9 30.1 48.9 22.3 21.9 9 8.5 14.8
Rural 67.1 52.7 21.6 28.7 12.5 16.6 3.1 5 13
OCCUPATION
Self-employed 46.8 77.3 29.5 47.9 24.4 11.2 15 3.4 17.1
Employee 62.7 83.4 35.1 58.8 28.8 28.3 10.9 8.1 17.6
Manual worker 65.9 73.2 31 39.3 15.2 15.2 5.4 12.8 13.9
Not working 62.4 67.8 19.9 34.4 14 20.1 6.6 6.1 12.5
Annex Flash EB No 275- Consumer protection and consumer rights (BG - wave 2)
page 40
Table 15. Consumer rights organisations that were asked for information
QUESTION: Q8_A-H. Have you ever asked any of these (organization/magazine) for information or help?
% of “Yes” shown
Base: those who were aware of any organizations/associations dealing with the protection of consumer rights
To
tal
N
% t
he
Co
mm
issi
on
on
C
on
sum
er P
rote
ctio
n
% A
kti
vn
i P
otr
ebit
eli
or
Bu
lga
ria
n N
ati
on
al
Co
nsu
mer
Ass
oci
ati
on
% T
he
Fed
era
tio
n o
f C
on
sum
ers
in
Bu
lga
ria
% T
he
ind
epen
den
t U
nio
n o
f co
nsu
mer
s in
B
ulg
ari
a
% T
he
Eu
rop
ean
C
on
sum
er C
entr
e in
S
ofi
a
% a
co
nsu
mer
m
ag
azi
ne/
Ak
tiv
ne
Po
treb
itel
ma
ga
zin
e
TOTAL 949 5.5 0.6 0.5 0.1 0.1 0.2
SEX
Male 492 5.5 0.8 0.5 0 0 0.3
Female 457 5.5 0.3 0.5 0.2 0.2 0.2
AGE (4 categories)
21 – 29 336 2.8 1.2 0 0 0.3 0.7
30 – 34 191 7.9 0.3 1.1 0 0 0
35 – 39 181 7.1 0 0.7 0 0 0
40 – 45 221 6.7 0 0.6 0.4 0 0
AGE (2 categories)
21 – 35 570 5 0.8 0.4 0 0.2 0.4
36 – 45 358 6.7 0 0.7 0.2 0 0
EDUCATION (end
of)
Until 15 years of age 48 0 0 0 0 0 0
16 – 20 583 4.5 0.8 0.2 0 0 0.2
20 + 278 8.4 0 1.1 0.3 0.4 0
Still in education 29 5.1 0 0 0 0 3.6
URBANISATION
Metropolitan 168 4.9 2.1 2 0 0.6 0
Urban 607 6.4 0.1 0.2 0.1 0 0.2
Rural 169 3.1 0.8 0 0 0 0.8
OCCUPATION
Self-employed 88 9.4 0.7 1.4 0 0 0
Employee 347 6 0.2 0.6 0.2 0.3 0
Manual worker 180 5.7 0 0 0 0 0
Not working 332 3.8 1.2 0.4 0 0 0.7
Flash EB No 275- Consumer protection and consumer rights (BG - wave 2) Annex
page 41
Table 16. Trusted establishments
QUESTION: Q9. Who would you trust to give you correct information and advice on your consumer rights?
To
tal
N
% T
he
Go
ver
nm
ent,
Min
istr
y
% t
he
Co
mm
issi
on
on
Co
nsu
mer
P
rote
ctio
n
% A
lo
cal
or
reg
ion
al
con
sum
er
ass
oci
ati
on
% A
na
tio
na
l co
nsu
mer
ass
oci
ati
on
% A
kti
vn
i P
otr
ebit
eli
or
Bu
lga
ria
n
Na
tio
na
l C
on
sum
er A
sso
cia
tio
n
% S
ho
pk
eep
ers,
sel
lers
or
ba
nk
s
% F
rien
ds
an
d r
ela
tiv
es
% L
aw
yer
s
% E
uro
pe
Dir
ect
% a
co
nsu
mer
ma
ga
zin
e/A
kti
vn
e P
otr
ebit
el m
ag
azi
ne
% E
uro
pea
n C
on
sum
er C
entr
e in
S
ofi
a
% D
K/N
A
TOTAL 1001 2.4 31.4 6.4 3.4 4.8 4 12.8 9.9 1.2 0.2 3.3 20.1
SEX
Male 519 1.8 29.2 5.4 3.1 4.5 4.1 14.9 10.3 1.3 0 3.1 22.5
Female 482 3.1 33.9 7.4 3.7 5.2 3.9 10.6 9.4 1.2 0.4 3.6 17.5
AGE (4 categories)
21 – 29 363 1.5 30.7 3.7 3.5 3.5 3.7 14.9 12.4 2.2 0 4.4 19.4
30 – 34 198 2 33.5 4.8 2.9 6.4 3.5 12.2 10.1 1.1 0 2.9 20.5
35 – 39 187 2.5 30.2 8.6 4.1 3.2 3.9 11.8 6.5 0.9 1 2.7 24.6
40 – 45 230 4.4 33.3 10.6 3.4 5.2 4.8 11.6 8.4 0.4 0 2.6 15.2
AGE (2 categories)
21 – 35 606 1.6 31.8 4.3 3.3 4.6 3.7 13.5 11.4 1.8 0.1 3.6 20.2
36 – 45 372 4 31.7 10.1 3.7 4.2 4.4 12.2 7.4 0.4 0.3 3 18.7
EDUCATION (end
of)
Until 15 years of age 56 9.3 19.6 4.4 1.4 0 6.9 25.1 4.5 0 0 0 28.8
16 – 20 614 2.4 30.3 6 2.6 4.5 4 14.1 10 0.6 0 3.3 22.2
20 + 283 1 36.9 8.1 6.1 6.9 3 8.5 9.9 2.6 0.6 3.2 13.1
Still in education 32 4.2 28.6 5.2 0 0 4.2 6.5 10.7 4.6 0 12.4 23.6
URBANISATION
Metropolitan 172 1 38.2 1.5 6 4.3 0.8 11.1 8.2 1.8 0 8.3 18.8
Urban 636 2.2 32.3 7.1 3.7 5.2 3.2 12.7 10.6 1.5 0.3 2.7 18.5
Rural 188 4.5 22.4 7.9 0 3.6 9.7 14.7 9.1 0 0 0.9 27.3
OCCUPATION
Self-employed 91 2.5 39.8 5.6 2.5 5.1 3.5 9.6 11.8 2.2 0 3.3 14.2
Employee 360 1.8 35.7 7.1 5 5 3.7 10.6 13.2 1.7 0.5 3.2 12.6
Manual worker 190 1.8 25.8 6 3.5 6.6 5.4 20.5 9 0 0 2.8 18.6
Not working 358 3.4 28.2 5.9 2 3.4 3.7 11.9 6.6 1.2 0 3.7 30
Annex Flash EB No 275- Consumer protection and consumer rights (BG - wave 2)
page 42
Table 17. Opinion on the people working at Aktivni Potrebiteli / Bulgarian National Consumer Association
QUESTION: Q10_A. Please tell me whether you agree or disagree with the following statements regarding the service
received from Aktivni Potrebiteli /Bulgarian National Consumer Association - The people working at Aktivni
Potrebiteli /Bulgarian National Consumer Association were helpful
Base: those who asked the Aktivni Potrebiteli / Bulgarian National Consumer Association for information or help
Total N
% Totally
disagree
%
Somewhat
disagree
%
Somewhat
agree
% Totally
agree
%
DK/NA
TOTAL 5 0 0 50.8 24.6 24.6
SEX
Male 4 0 0 33.3 33.3 33.3
Female 1 0 0 100 0 0
AGE (4 categories)
21 – 29 4 0 0 33.3 33.3 33.3
30 – 34 1 0 0 100 0 0
35 – 39 0 0 0 0 0 0
40 – 45 0 0 0 0 0 0
AGE (2 categories)
21 – 35 5 0 0 42.2 28.9 28.9
36 – 45 0 0 0 0 0 0
EDUCATION (end of)
Until 15 years of age 0 0 0 0 0 0
16 – 20 5 0 0 42.2 28.9 28.9
20 + 0 0 0 0 0 0
Still in education 0 0 0 0 0 0
URBANISATION
Metropolitan 4 0 0 23.2 38.4 38.4
Urban 1 0 0 100 0 0
Rural 1 0 0 100 0 0
OCCUPATION
Self-employed 1 0 0 100 0 0
Employee 1 0 0 100 0 0
Manual worker 0 0 0 0 0 0
Not working 4 0 0 33.3 33.3 33.3
Flash EB No 275- Consumer protection and consumer rights (BG - wave 2) Annex
page 43
Table 18. Opinion on the advice received from Aktivni Potrebiteli / Bulgarian National Consumer Association
QUESTION: Q10_B. Please tell me whether you agree or disagree with the following statements regarding the service
received from Aktivni Potrebiteli /Bulgarian National Consumer Association - The advice received from Aktivni
Potrebiteli /Bulgarian National Consumer Association was useful
Base: those who asked the Aktivni Potrebiteli / Bulgarian National Consumer Association for information or help
Total N
% Totally
disagree
%
Somewhat
disagree
%
Somewhat
agree
% Totally
agree
%
DK/NA
TOTAL 5 0 24.6 11.3 39.5 24.6
SEX
Male 4 0 33.3 0 33.3 33.3
Female 1 0 0 43.1 56.9 0
AGE (4 categories)
21 – 29 4 0 33.3 0 33.3 33.3
30 – 34 1 0 0 100 0 0
35 – 39 0 0 0 0 0 0
40 – 45 0 0 0 0 0 0
AGE (2 categories)
21 – 35 5 0 28.9 13.3 28.9 28.9
36 – 45 0 0 0 0 0 0
EDUCATION (end of)
Until 15 years of age 0 0 0 0 0 0
16 – 20 5 0 28.9 13.3 28.9 28.9
20 + 0 0 0 0 0 0
Still in education 0 0 0 0 0 0
URBANISATION
Metropolitan 4 0 0 0 61.6 38.4
Urban 1 0 0 100 0 0
Rural 1 0 100 0 0 0
OCCUPATION
Self-employed 1 0 0 100 0 0
Employee 1 0 0 0 100 0
Manual worker 0 0 0 0 0 0
Not working 4 0 33.3 0 33.3 33.3
Annex Flash EB No 275- Consumer protection and consumer rights (BG - wave 2)
page 44
Table 19. Opinion on the handling of request at Aktivni Potrebiteli / Bulgarian National Consumer Association
QUESTION: Q10_C. Please tell me whether you agree or disagree with the following statements regarding the service
received from Aktivni Potrebiteli /Bulgarian National Consumer Association - The handling of my request at Aktivni
Potrebiteli /Bulgarian National Consumer Association was effective
Base: those who asked the Aktivni Potrebiteli / Bulgarian National Consumer Association for information or help
Total N
% Totally
disagree
%
Somewhat
disagree
%
Somewhat
agree
% Totally
agree
%
DK/NA
TOTAL 5 0 24.6 26.2 24.6 24.6
SEX
Male 4 0 33.3 0 33.3 33.3
Female 1 0 0 100 0 0
AGE (4 categories)
21 – 29 4 0 33.3 0 33.3 33.3
30 – 34 1 0 0 100 0 0
35 – 39 0 0 0 0 0 0
40 – 45 0 0 0 0 0 0
AGE (2 categories)
21 – 35 5 0 28.9 13.3 28.9 28.9
36 – 45 0 0 0 0 0 0
EDUCATION (end of)
Until 15 years of age 0 0 0 0 0 0
16 – 20 5 0 28.9 13.3 28.9 28.9
20 + 0 0 0 0 0 0
Still in education 0 0 0 0 0 0
URBANISATION
Metropolitan 4 0 0 23.2 38.4 38.4
Urban 1 0 0 100 0 0
Rural 1 0 100 0 0 0
OCCUPATION
Self-employed 1 0 0 100 0 0
Employee 1 0 0 100 0 0
Manual worker 0 0 0 0 0 0
Not working 4 0 33.3 0 33.3 33.3
Flash EB No 275- Consumer protection and consumer rights (BG - wave 2) Annex
page 45
Table 20. Encouraging others to ask Aktivni Potrebiteli /Bulgarian National Consumer Association for information or advice
QUESTION: Q11. Would you encourage your friends or relatives to ask Aktivni Potrebiteli/ Bulgarian National
Consumer Association for information and / or advice?
Base: those who asked the Aktivni Potrebiteli / Bulgarian National Consumer Association for information or help
Total N
% No,
definitely
not
% No,
probably
not
% Yes,
probably
% Yes,
definitely
%
DK/NA
TOTAL 5 14.9 0 11.3 49.2 24.6
SEX
Male 4 0 0 0 66.7 33.3
Female 1 56.9 0 43.1 0 0
AGE (4 categories)
21 – 29 4 0 0 0 66.7 33.3
30 – 34 1 0 0 100 0 0
35 – 39 0 0 0 0 0 0
40 – 45 0 0 0 0 0 0
AGE (2 categories)
21 – 35 5 0 0 13.3 57.8 28.9
36 – 45 0 0 0 0 0 0
EDUCATION (end of)
Until 15 years of age 0 0 0 0 0 0
16 – 20 5 0 0 13.3 57.8 28.9
20 + 0 0 0 0 0 0
Still in education 0 0 0 0 0 0
URBANISATION
Metropolitan 4 23.2 0 0 38.4 38.4
Urban 1 0 0 100 0 0
Rural 1 0 0 0 100 0
OCCUPATION
Self-employed 1 0 0 100 0 0
Employee 1 100 0 0 0 0
Manual worker 0 0 0 0 0 0
Not working 4 0 0 0 66.7 33.3
Annex Flash EB No 275- Consumer protection and consumer rights (BG - wave 2)
page 46
Table 21. Opinion on the people working at the European Consumer Centre in Sofia
QUESTION: Q12_A. Please tell me whether you agree or disagree with the following statements regarding the service
received from the European Consumer Centre in Sofia - The people working at ECC were helpful
Base: those who asked the European Consumer Centre in Sofia for information or help
Total N
% Totally
disagree
%
Somewhat
disagree
%
Somewhat
agree
% Totally
agree
%
DK/NA
TOTAL 1 0 100 0 0 0
SEX
Male 0 0 0 0 0 0
Female 1 0 100 0 0 0
AGE (4 categories)
21 – 29 1 0 100 0 0 0
30 – 34 0 0 0 0 0 0
35 – 39 0 0 0 0 0 0
40 – 45 0 0 0 0 0 0
AGE (2 categories)
21 – 35 1 0 100 0 0 0
36 – 45 0 0 0 0 0 0
EDUCATION (end of)
Until 15 years of age 0 0 0 0 0 0
16 – 20 0 0 0 0 0 0
20 + 1 0 100 0 0 0
Still in education 0 0 0 0 0 0
URBANISATION
Metropolitan 1 0 100 0 0 0
Urban 0 0 0 0 0 0
Rural 0 0 0 0 0 0
OCCUPATION
Self-employed 0 0 0 0 0 0
Employee 1 0 100 0 0 0
Manual worker 0 0 0 0 0 0
Not working 0 0 0 0 0 0
Flash EB No 275- Consumer protection and consumer rights (BG - wave 2) Annex
page 47
Table 22. Opinion on the advice received from the European Consumer Centre in Sofia
QUESTION: Q12_B. Please tell me whether you agree or disagree with the following statements regarding the service
received from the European Consumer Centre in Sofia - The advice received from ECC was useful
Base: those who asked the European Consumer Centre in Sofia for information or help
Total N
% Totally
disagree
%
Somewhat
disagree
%
Somewhat
agree
% Totally
agree
%
DK/NA
TOTAL 1 100 0 0 0 0
SEX
Male 0 0 0 0 0 0
Female 1 100 0 0 0 0
AGE (4 categories)
21 – 29 1 100 0 0 0 0
30 – 34 0 0 0 0 0 0
35 – 39 0 0 0 0 0 0
40 – 45 0 0 0 0 0 0
AGE (2 categories)
21 – 35 1 100 0 0 0 0
36 – 45 0 0 0 0 0 0
EDUCATION (end of)
Until 15 years of age 0 0 0 0 0 0
16 – 20 0 0 0 0 0 0
20 + 1 100 0 0 0 0
Still in education 0 0 0 0 0 0
URBANISATION
Metropolitan 1 100 0 0 0 0
Urban 0 0 0 0 0 0
Rural 0 0 0 0 0 0
OCCUPATION
Self-employed 0 0 0 0 0 0
Employee 1 100 0 0 0 0
Manual worker 0 0 0 0 0 0
Not working 0 0 0 0 0 0
Annex Flash EB No 275- Consumer protection and consumer rights (BG - wave 2)
page 48
Table 23. Opinion on the handling of request at the European Consumer Centre in Sofia
QUESTION: Q12_C. Please tell me whether you agree or disagree with the following statements regarding the service
received from the European Consumer Centre in Sofia - The handling of my request at ECC was effective
Base: those who asked the European Consumer Centre in Sofia for information or help
Total N
% Totally
disagree
%
Somewhat
disagree
%
Somewhat
agree
% Totally
agree
%
DK/NA
TOTAL 1 100 0 0 0 0
SEX
Male 0 0 0 0 0 0
Female 1 100 0 0 0 0
AGE (4 categories)
21 – 29 1 100 0 0 0 0
30 – 34 0 0 0 0 0 0
35 – 39 0 0 0 0 0 0
40 – 45 0 0 0 0 0 0
AGE (2 categories)
21 – 35 1 100 0 0 0 0
36 – 45 0 0 0 0 0 0
EDUCATION (end of)
Until 15 years of age 0 0 0 0 0 0
16 – 20 0 0 0 0 0 0
20 + 1 100 0 0 0 0
Still in education 0 0 0 0 0 0
URBANISATION
Metropolitan 1 100 0 0 0 0
Urban 0 0 0 0 0 0
Rural 0 0 0 0 0 0
OCCUPATION
Self-employed 0 0 0 0 0 0
Employee 1 100 0 0 0 0
Manual worker 0 0 0 0 0 0
Not working 0 0 0 0 0 0
Flash EB No 275- Consumer protection and consumer rights (BG - wave 2) Annex
page 49
Table 24. Encouraging others to ask European Consumer Centre in Sofia for information or advice
QUESTION: Q13. Would you encourage your friends or relatives to ask the European Consumer Centre in Sofia for
information and / or advice?
Base: those who asked the European Consumer Centre in Sofia for information or help
Total N
% No,
definitely
not
% No,
probably
not
% Yes,
probably
% Yes,
definitely
%
DK/NA
TOTAL 1 0 0 100 0 0
SEX
Male 0 0 0 0 0 0
Female 1 0 0 100 0 0
AGE (4 categories)
21 – 29 1 0 0 100 0 0
30 – 34 0 0 0 0 0 0
35 – 39 0 0 0 0 0 0
40 – 45 0 0 0 0 0 0
AGE (2 categories)
21 – 35 1 0 0 100 0 0
36 – 45 0 0 0 0 0 0
EDUCATION (end of)
Until 15 years of age 0 0 0 0 0 0
16 – 20 0 0 0 0 0 0
20 + 1 0 0 100 0 0
Still in education 0 0 0 0 0 0
URBANISATION
Metropolitan 1 0 0 100 0 0
Urban 0 0 0 0 0 0
Rural 0 0 0 0 0 0
OCCUPATION
Self-employed 0 0 0 0 0 0
Employee 1 0 0 100 0 0
Manual worker 0 0 0 0 0 0
Not working 0 0 0 0 0 0
Annex Flash EB No 275- Consumer protection and consumer rights (BG - wave 2)
page 50
Table 25. Interest in an independent consumer rights magazine or website
QUESTION: Q14_A. Would you be interested in an independent consumer magazine or website that gives you
results of independent comparative tests of the quality of products and services such as washing machines, mobile
phones, and food products ?
% of “Yes” shown
Total N Magazine Website
TOTAL 1001 43.7 58
SEX
Male 519 39.5 53.9
Female 482 48.3 62.3
AGE (4 categories)
21 – 29 363 43.5 63.3
30 – 34 198 49.7 60.7
35 – 39 187 43.7 56.4
40 – 45 230 41.1 49.2
AGE (2 categories)
21 – 35 606 46.3 62.3
36 – 45 372 40.9 51.5
EDUCATION (end of)
Until 15 years of age 56 20.4 10.7
16 – 20 614 43.4 51.9
20 + 283 50.8 78.9
Still in education 32 40.5 84.1
URBANISATION
Metropolitan 172 50.3 73
Urban 636 47.5 63.8
Rural 188 25.9 24.6
OCCUPATION
Self-employed 91 37.3 57
Employee 360 52.7 71.6
Manual worker 190 36.9 43.1
Not working 358 40 52.1
Flash EB No 275- Consumer protection and consumer rights (BG - wave 2) Annex
page 51
Table 26. Would you be prepared to pay?
QUESTION: Q15. Would you be prepared to pay?
To
tal
N
% 2
0 l
eva
fo
r a
su
bsc
rip
tio
n (
10
ma
ga
zin
es p
er y
ear)
% 3
lev
a f
or
a s
ing
le
ma
ga
zin
e a
t a
kio
sk
% 2
lev
a b
y c
red
it/d
ebit
ca
rd f
or
the
resu
lts
of
a
test
via
th
e w
ebsi
te
ww
w.a
kti
vn
ipo
treb
itel
i.b
g
% 1
2 l
ev
a f
or
a o
ne
yea
r p
erio
d o
f a
cce
ss t
o r
esu
lts
of
com
pa
rati
ve
test
s o
n
the
web
site
w
ww
.ak
tiv
nip
otr
ebit
eli.
bg
% D
K/N
A
TOTAL 1001 3.1 9.6 7.3 11 69.1
SEX
Male 519 3.3 8 8.4 10.3 70.1
Female 482 2.9 11.4 6 11.7 68
AGE (4 categories)
21 – 29 363 2.8 8.3 7.5 11.8 69.5
30 – 34 198 5.2 8.6 7.6 12 66.5
35 – 39 187 1.8 12.4 8.2 12.8 64.9
40 – 45 230 3.1 10.9 6.5 7.1 72.4
AGE (2 categories)
21 – 35 606 3.4 8.9 7.3 12.5 68
36 – 45 372 2.8 11.2 7.7 8.4 69.9
EDUCATION (end of)
Until 15 years of age 56 3.8 11.3 0 0 84.9
16 – 20 614 3.7 9.5 6.7 8.7 71.4
20 + 283 1.6 10 9.7 18.4 60.3
Still in education 32 5.2 9.2 12.1 7.5 66.1
URBANISATION
Metropolitan 172 4.1 8.2 11.1 14.2 62.4
Urban 636 2.5 10.9 7 12.5 67
Rural 188 4.3 6.9 4.8 2.9 81.2
OCCUPATION
Self-employed 91 4.3 7.6 8.4 14.4 65.3
Employee 360 2.5 11.4 8.8 14.8 62.5
Manual worker 190 4.7 7.5 6.4 11.5 69.9
Not working 358 2.5 9.6 5.9 6 76
Annex Flash EB No 275- Consumer protection and consumer rights (BG - wave 2)
page 52
Table 27. Support for an independent Bulgarian consumer rights association
QUESTION: Q16_A-E. Would you be willing to support an independent Bulgarian consumer association by paying
an annual membership fee...?
% of “Yes” shown
To
tal
N
% O
f 12
lev
a,
if t
his
in
clu
ded
on
-lin
e a
cces
s to
10
iss
ues
of
an
in
dep
en
den
t co
nsu
mer
m
ag
azi
ne
wit
h r
esu
lts
of
com
pa
rati
ve
test
s o
f p
rod
uct
s a
nd
ser
vic
es
% O
f 2
0 l
ev
a,
if t
his
in
clu
ded
10
iss
ue
s o
f a
n i
nd
epen
den
t co
nsu
mer
ma
ga
zin
e w
ith
re
sult
s o
f co
mp
ara
tiv
e te
sts
of
pro
du
cts
an
d s
erv
ice
s p
lus
the
pri
nte
d v
ersi
on
as
wel
l
% O
f 4
0 l
eva
, if
th
is i
ncl
ud
ed o
n-l
ine
acc
ess
to 1
0 i
ssu
es (
pri
nt
an
d)
of
an
in
dep
end
en
t co
nsu
mer
ma
ga
zin
e w
ith
re
sult
s o
f co
mp
ara
tiv
e te
sts
of
pro
du
cts
an
d s
erv
ice
s p
lus
the
pri
nte
d v
ersi
on
as
wel
l, p
lus
leg
al
ad
vic
e i
f n
eed
ed
% G
ivin
g t
his
ass
oci
ati
on
a p
erce
nta
ge
of
yo
ur
tax
es i
nst
ead
of
pa
yin
g t
hem
to
th
e G
ov
ern
men
t
% G
ivin
g t
his
ass
oci
ati
on
a d
on
ati
on
wh
ich
y
ou
ca
n d
edu
ct f
rom
yo
ur
inco
me
tax
es
TOTAL 1001 16.9 8.1 5.2 24.4 26.4
SEX
Male 519 16.5 8.1 5.4 22.5 28.2
Female 482 17.4 8 5.1 26.5 24.5
AGE (4 categories)
21 – 29 363 20.2 10 5.3 25.1 28.3
30 – 34 198 20.7 11.3 7 24.1 28.2
35 – 39 187 13.8 5.7 5.9 26.3 28.6
40 – 45 230 11.8 4.9 3.6 21.8 20.6
AGE (2 categories)
21 – 35 606 20 10.1 5.9 24.7 27.8
36 – 45 372 12.3 5.2 4.5 23.6 24.5
EDUCATION (end
of)
Until 15 years of age 56 3.4 2.3 2.3 10 2.3
16 – 20 614 15.6 7.7 4.8 23.1 22.7
20 + 283 23.7 9.9 5.7 31.8 39.3
Still in education 32 12.1 12.7 16.9 15.3 32.2
URBANISATION
Metropolitan 172 19.7 7.8 6.6 28 32.5
Urban 636 18.7 9.1 6 26.8 29.4
Rural 188 8.6 5.2 1.6 13.8 11.4
OCCUPATION
Self-employed 91 19.4 6.4 6.4 35.9 37.4
Employee 360 18.8 8.4 5.1 26.4 30.8
Manual worker 190 18.1 10 6 23 24
Not working 358 13.9 7.2 4.6 20.4 20.6
Flash EB No 275- Consumer protection and consumer rights (BG - wave 2) Annex
page 53
Table 28. Consumer rights compared to other EU countries
QUESTION: Q17. Compared to other EU countries, do you think consumers in Bulgaria have the same, less or more
consumer rights and protection?
Total N % Same % Less % More % DK/NA
TOTAL 1001 16.2 73.1 1.8 8.9
SEX
Male 519 16.8 71.9 1.6 9.7
Female 482 15.6 74.3 2 8
AGE (4 categories)
21 – 29 363 17 71.3 2.8 9
30 – 34 198 14.6 78.9 1.2 5.3
35 – 39 187 16.4 71.8 1.2 10.6
40 – 45 230 15.2 74.5 1.5 8.8
AGE (2 categories)
21 – 35 606 15.9 73.9 2.1 8.1
36 – 45 372 16 73.2 1.5 9.2
EDUCATION (end of)
Until 15 years of age 56 8.5 61.8 3.1 26.6
16 – 20 614 14.2 75.3 1.7 8.8
20 + 283 20.7 71.5 2.2 5.5
Still in education 32 25.1 71.7 0 3.2
URBANISATION
Metropolitan 172 19.3 73 1.3 6.4
Urban 636 15.7 74.4 2.2 7.6
Rural 188 15.5 68.7 0.9 14.9
OCCUPATION
Self-employed 91 14.3 82.9 0 2.8
Employee 360 20 73.9 1.4 4.6
Manual worker 190 12.9 75 1.3 10.8
Not working 358 14.6 68.8 2.9 13.6
Annex Flash EB No 275- Consumer protection and consumer rights (BG - wave 2)
page 54
Table 29. Respecting consumer rights compared to other EU countries
QUESTION: Q18. Do you think sellers in Bulgaria respect consumer rights and protection rules the same, less or
more?
Total N % Same % Less % More % DK/NA
TOTAL 1001 6.5 84.1 1.6 7.8
SEX
Male 519 6.3 82.9 2 8.7
Female 482 6.6 85.3 1.2 6.9
AGE (4 categories)
21 – 29 363 5.8 84.5 2.1 7.6
30 – 34 198 3.7 86.8 2.3 7.2
35 – 39 187 6.3 85.5 0.9 7.4
40 – 45 230 8.8 82.2 1.1 8
AGE (2 categories)
21 – 35 606 5.5 85.3 2 7.3
36 – 45 372 7.3 83.5 1.1 8.1
EDUCATION (end of)
Until 15 years of age 56 7.1 77.1 0 15.9
16 – 20 614 6.6 82.2 2 9.1
20 + 283 5.8 89.6 1.4 3.3
Still in education 32 4.2 92.5 0 3.2
URBANISATION
Metropolitan 172 4.9 88.2 1.8 5.1
Urban 636 7.7 82.8 1.9 7.6
Rural 188 3.9 84.3 0.7 11.1
OCCUPATION
Self-employed 91 7.1 90 0.7 2.2
Employee 360 6.6 87.5 0.7 5.2
Manual worker 190 7.5 80.4 4.3 7.9
Not working 358 5.6 81 1.4 12
Flash EB No 275- Consumer protection and consumer rights (BG - wave 2) Annex
page 55
Table 30. Legal reprisals for cheating or misleading consumers
QUESTION: Q19. In general, would you say that the Bulgarian justice system is efficient in punishing businesses that
mislead or cheat consumers?
Total N % Yes % No % DK/NA
TOTAL 1001 8.3 79.1 12.6
SEX
Male 519 9.2 79.3 11.5
Female 482 7.4 78.9 13.7
AGE (4 categories)
21 – 29 363 11.8 75.6 12.7
30 – 34 198 6 84.5 9.5
35 – 39 187 5.8 83.4 10.8
40 – 45 230 6.7 78 15.3
AGE (2 categories)
21 – 35 606 9.6 79 11.4
36 – 45 372 6.1 80.2 13.7
EDUCATION (end of)
Until 15 years of age 56 8.6 66.7 24.6
16 – 20 614 8.2 78.1 13.7
20 + 283 6.6 85.9 7.5
Still in education 32 20.9 64.2 14.9
URBANISATION
Metropolitan 172 6.9 85.7 7.4
Urban 636 8.9 78.6 12.5
Rural 188 8 74.1 17.8
OCCUPATION
Self-employed 91 5.3 86.3 8.5
Employee 360 9.5 81.3 9.3
Manual worker 190 6.7 80.9 12.3
Not working 358 8.9 74.2 16.9
Annex Flash EB No 275- Consumer protection and consumer rights (BG - wave 2)
page 56
Survey details
This “Flash 275 – Consumer protection and consumer rights Special Target Survey, Bulgaria - wave
2" was conducted for the European Commission, Directorate-General SANCO, Health and Consumer
Protection.
Telephone interviews were conducted in Bulgaria between the 24/03/2010 and the 28/03/2010 by our
Bulgarian partner institute Vitosha Research.
Representativeness of the results
The national sample was representative of the population aged between 21 and 45 years.
Sample Size
The planned sample size was n=1000 respondents in Bulgaria. In total, n=1001 interviews were
conducted.
A weighting factor was applied to the national results in order to compute a marginal total for the
country in proportion to its population.
Questionnaire
1. The questionnaire prepared for this survey is reproduced at the end of this results volume, in English
(see hereafter).
2. The institute translated the questionnaire in their national language.
Table of results
VOLUME B: RESPONDENTS’ DEMOGRAPHICS
The VOLUME C presents the Bulgarian results with the following socio-demographic characteristics
of respondents as breakdowns:
Sex (Male, Female)
Age (21-29, 30-34, 35-39, 40-45)
Age (21-35, 36-45)
Education (-15, 16-20, 21+, Still in full time education)
Subjective urbanisation (Metropolitan zone, other town/urban centre, rural zone)
Occupation (Self-employed, Employee, Manual worker, Not working)
Flash EB No 275- Consumer protection and consumer rights (BG - wave 2) Annex
page 57
Sampling error
Surveys are designed and conducted to provide an estimate of a true value of characteristics of a
population at a given time. An estimate of a survey is unlikely to exactly equal the true population
quantity of interest for a variety of reasons. One of these reasons is that data in a survey are collected
from only some – a sample of – members of the population, to make data collection cheaper and faster.
The “margin of error” is a common summary of sampling error, which quantifies uncertainty about
(or confidence in) a survey result.
Usually, one calculates a 95 percent confidence interval of the format: survey estimate +/- margin of
error. This interval of values will contain the true population value at least 95% of time.
For example, if it was estimated that 45% of EU citizens are in favour of a single European currency
and this estimate is based on a sample of 100 EU citizens, the associated margin of error is about 10
percentage points. The 95 percent confidence interval for support for a European single currency
would be (45%-10%) to (45%+10%), suggesting that in the EU the support for a European single
currency could range from 35% to 55%. Because of the small sample size of 100 EU citizens, there is
considerable uncertainty about whether or not the citizens of the EU support a single currency.
As a general rule, the more interviews conducted (sample size), the smaller the margin of error. Larger
samples are more likely to give results closer to the true population quantity and thus have smaller
margins of error. For example, a sample of 500 will produce a margin of error of no more than about
4.5 percentage points, and a sample of 1,000 will produce a margin of error of no more than about 3
percentage points.
Margin of error (95% confidence interval)
Survey
estimate
Sample size (n)
10 50 100 150 200 400 800 1000 2000 4000
5% 13.5% 6.0% 4.3% 3.5% 3.0% 2.1% 1.5% 1.4% 1.0% 0.7%
10% 18.6% 8.3% 5.9% 4.8% 4.2% 2.9% 2.1% 1.9% 1.3% 0.9%
25% 26.8% 12.0% 8.5% 6.9% 6.0% 4.2% 3.0% 2.7% 1.9% 1.3%
50% 31.0% 13.9% 9.8% 8.0% 6.9% 4.9% 3.5% 3.1% 2.2% 1.5%
75% 26.8% 12.0% 8.5% 6.9% 6.0% 4.2% 3.0% 2.7% 1.9% 1.3%
90% 18.6% 8.3% 5.9% 4.8% 4.2% 2.9% 2.1% 1.9% 1.3% 0.9%
95% 13.5% 6.0% 4.3% 3.5% 3.0% 2.1% 1.5% 1.4% 1.0% 0.7%
(The values in the table are the margin of error – at 95% confidence level – for a given survey estimate and
sample size)
The examples show that the size of a sample is a crucial factor affecting the margin of error.
Nevertheless, once past a certain point – a sample size of 800 or 1,000 – the improvement is small. For
example, to reduce the margin of error to 1.5% would require a sample size of 4,000.
Annex Flash EB No 275- Consumer protection and consumer rights (BG - wave 2)
page 58
Questionnaire
D1. Gender
[DO NOT ASK- MARK APPROPRIATE]
Male ......................................................................................................... 1
Female ...................................................................................................... 2
D2. How old are you?
______ years old
[REFUSAL/NO ANSWER] .................................................................. 99
D3. How old were you when you stopped full-time education?
[WRITE IN THE AGE WHEN EDUCATION WAS TERMINATED]
______ years old
[REFUSAL/NO ANSWER] .................................................................. 99
[NEVER BEEN IN FULL TIME EDUCATION] ................................ 01
[STILL IN FULL TIME EDUCATION] .............................................. 00
D4. As far as your current occupation is concerned, would you say you are self-employed, an employee, a
manual worker or would you say that you are without a professional activity? Does it mean that you are
a(n)...
[IF A RESPONSE TO THE MAIN CATEGORY IS GIVEN, READ OUT THE RESPECTIVE SUB-CATEGORIES -
ONE ANSWER ONLY]
- Self-employed
i.e. : - farmer, forester, fisherman ................................................ 11
- owner of a shop, craftsman ................................................ 12
- professional (lawyer, medical practitioner, accountant,
architect,...) .............................................................................. 13
- manager of a company ........................................................... 14
- other ....................................................................................... 15
- Employee
i.e. : - professional (employed doctor, lawyer, accountant, architect) 21
- general management, director or top management ............ 22
- middle management........................................................... 23
- Civil servant ...................................................................... 24
- office clerk ......................................................................... 25
- other employee (salesman, nurse, etc...) ............................ 26
- other ................................................................. 27
- Manual worker
i.e. : - supervisor / foreman (team manager, etc...) 31
- Manual worker 32
- unskilled manual worker ................................................... 33
- other ................................................................. 34
- Without a professional activity
i.e. : - looking after the home 41
- student (full time) .............................................................. 42
- retired ............................................................................... 43
- seeking a job ...................................................................... 44
- other ................................................................................... 45
Flash EB No 275- Consumer protection and consumer rights (BG - wave 2) Annex
page 59
- (Refusal) ........................................................................... 99
D6. Would you say you live in a ...?
metropolitan zone ..................................................................................... 1
other town/urban centre ............................................................................ 2
rural zone .............................................................................................. ... 3
(Refusal) .................................................................................................. 9
Q1a. Have you over the past weeks seen/heard messages about consumer rights?
Yes .......................................................................................................... 1
No .......................................................................................................... 2 GO TO Q1B
[DK/NA] .................................................................................................. 9 GO TO Q1B
IF THE ANSWER IS “YES”
Q1a_a. Can you please tell me what this/these message/s was/were?
[DO NOT READ - OPEN ENDED - CODE]
[MULTIPLE ANSWER POSSIBLE]
The slogan is
mentioned “In the EU you have consumer rights! Stand up for them! 01 SKIP TO Q2
Message about consumer rights – in general ....................................................................... 02
Messages about consumer rights and the repair of faulty mobile phones ............................. 03
Message about consumer rights and package holidays/hotels ............................................. 04
Message about consumer rights and taking out credit/banks ................................................ 05
Messages about mobile phone repairs / making a monkey out of people–without
mentioning consumer rights ................................................................ 06
Message about package holidays/hotels – sending people for green caviar –
without mentioning consumer rights ................................................... 07
Message about taking out consumer credit - gliding people from the slide –without
mentioning consumer rights ................................................................ 08
Messages about people not knowing their rights as consumer in Bulgaria ........................... 09
Messages about consumers being cheated and misled ......................................................... 10
Other answers ............................................................................................................ 12
[DK/NA] ............................................................................................................ 99
Q1b. Have you, over the past weeks, seen/heard advertisements/news articles saying that you should stand up
for your consumer rights, not let them glide you from the slide, make you into monkey, send you for
green caviar?
Yes .......................................................................................................... 1 SKIP TO Q2
No .......................................................................................................... 2
[DK/NA] .................................................................................................. 9
Q1c. Have you, over the past weeks, seen/heard advertisements, messages, information about consumer rights
regarding the return of faulty mobile phones, problems with package holidays/hotels or taking out
consumer credit?
Annex Flash EB No 275- Consumer protection and consumer rights (BG - wave 2)
page 60
Yes ............................................... 1
No ............................................... 2 SKIP TO FILTER BEFORE Q2
[DK/NA] ....................................... 9 SKIP TO FILTER BEFORE Q2
Q1d. Have you, over the past weeks, seen/heard advertisements/news articles about consumers knowing their
rights, and therefore not being cheated?
Yes .......................................................................................................... 1
No .......................................................................................................... 2
[DK/NA] .................................................................................................. 9
Q2-Q3A-Q3 WILL BE ASKED FROM THOSE, WHO ANSWERED “YES “IN Q1A, OR Q1B OR Q1C
Q2. Where did you see/hear this/these messages about consumer rights?
[MULTIPLE ANSWER POSSIBLE]
On TV ...................................................................................................... 1
On radio .................................................................................................... 2
In a newspaper/magazine ........................................................................ 3
In a brochure/leaflet ................................................................................. 4
On the Internet .......................................................................................... 5
From family, friends & colleagues ........................................................... 6
Other ........................................................................................................ 7
[DK/NA] ................................................................................................. 9
Q3A. Did you find the information you have received through these messages/this information campaign
Very useful ............................................................................................... 4
Useful ....................................................................................................... 3
Not useful ............................................................................................... 2
Not useful at all? ..................................................................................... 1
[DK/NA] ................................................................................................. 9
Q3. Did you find the information about your rights as a consumer in regard to the repair of faulty goods,
problems with package holidays and consumer credit, provided through the campaign on consumer
rights to be….
Agree ........................................................................................................ 1
Disagree.................................................................................................... 2
[DK/NA] .................................................................................................. 9
a) Easy to understand? ............................................................................................................ 1 2 9
b) Easy to remember? ............................................................................................................. 1 2 9
c) Convincing? ...................................................................................................................... 1 2 9
Flash EB No 275- Consumer protection and consumer rights (BG - wave 2) Annex
page 61
Q4. Where would you go for information or advice about your consumer rights if you have a problem with a
product, a service or a seller?
[DO NOT READ OUT – ONE ANSWER POSSIBLE]
Government, Ministry, Public Authority ............................................... 01
Dial phone number 0 700 111 22 ........................................................... 02
Aktivni Potrebiteli/Bulgarian National Consumer Association .............. 03
Independent consumer association ......................................................... 04
Shopkeepers, sellers or service providers ............................................... 05
Friends and relatives ............................................................................... 06
Lawyers .................................................................................................. 07
The EU contact points ............................................................................ 08
The European Consumer Centre ............................................................ 09
Search the Internet .................................................................................. 10
Other ...................................................................................................... 12
[DK/NA] ............................................................................................... 99
Q5. How would you try to find information and advice about consumer rights?
[READ OUT –– ONE ANSWER ONLY]
By phone .................................................................................................. 1
Send a letter ............................................................................................. 3
Write an e-mail ........................................................................................ 4
Go to www.aktivnipotrebiteli.bg .............................................................. 5
Search on the Web.................................................................................... 2
Other ......................................................................................................... 6
[DK/NA] .................................................................................................. 9
Q6. Which institutions and organizations/associations dealing with protection of consumer rights do you
know?
[DO NOT READ OUT - RECODE IN THE PRE-CODED LIST - MULTIPLE ANSWERS POSSIBLE]
The Government, Ministry ..................................................................... 01
The Commission on Consumer Protection (KPZ) ................................. 02
A local or regional consumer association .............................................. 03
A national consumer association ............................................................ 04
Aktivni Potrebiteli or Bulgarian national consumer association ............ 05
Shopkeepers, sellers or banks ................................................................. 06
Friends and relatives ............................................................................... 07
Lawyers .................................................................................................. 08
Europe Direct ......................................................................................... 09
A consumer magazine/Aktivne Potrebitel magazine .............................. 10
The European Consumer Centre in Sofia .............................................. 11
[DK/NA] ................................................................................................ 99
Annex Flash EB No 275- Consumer protection and consumer rights (BG - wave 2)
page 62
[ASK ONLY THOSE ITEMS THAT WERE NOT MENTIONED IN Q6.]
Q7. Have you ever heard of?
Yes .......................................................................................................... 1
No .......................................................................................................... 2
[DK/NA] .................................................................................................. 9
A. The Government, Ministry ................................................................................................. 1 2 9
B. The Commission on Consumer Protection (KPZ) ............................................................ 1 2 9
C. A local or regional consumer association .......................................................................... 1 2 9
D. The Federation of Consumers in Bulgaria ......................................................................... 1 2 9
E. The independent Union of consumers in Bulgaria ............................................................. 1 2 9
F. Aktivni Potrebiteli or Bulgarian national consumer association ........................................ 1 2 9
G. Europe Direct .................................................................................................................... 1 2 9
H. A consumer magazine/Aktivne Potrebitel magazine .......................................................... 1 2 9
I. The European Consumer Centre in Sofia ............................................................................ 1 2 9
[IF THE ANSWER IS “YES” TO ANY OF THE ITEM IN Q6 OR Q7]
Q8. Have you ever asked any of these (organization/magazine) for information or help?
[READ OUT - ONE ANSWER PER LINE]
Yes .......................................................................................................... 1
No .......................................................................................................... 2
[DK/NA] .................................................................................................. 9
A. The Commission on Consumer Protection (KPZ) ............................................................ 1 2 9
B. Aktivni Potrebiteli or Bulgarian national consumer association ........................................ 1 2 9
C. The Federation of Consumers in Bulgaria .......................................................................... 1 2 9
D. The independent Union of consumers in Bulgaria ............................................................. 1 2 9
E. The European Consumer Centre in Sofia .......................................................................... 1 2 9
H. A consumer magazine/Aktivne Potrebitel magazine ......................................................... 1 2 9
Q9. Who would you trust to give you correct information and advice on your consumer rights?
[READ OUT – ROTATE – ONE ANSWER ONLY]
The Government and its relevant (consumer rights) ministries .......................... 01
The Commission on Consumer Protection (KPZ) ............................................. 02
A local or regional consumer association .......................................................... 03
A national consumer association ......................................................................... 04
Aktivni Potrebiteli or Bulgarian national consumer association ......................... 05
Shopkeepers, sellers or banks ............................................................................. 06
Friends and relatives ........................................................................................... 08
Lawyers ............................................................................................................ 09
Flash EB No 275- Consumer protection and consumer rights (BG - wave 2) Annex
page 63
Europe Direct ...................................................................................................... 10
A consumer magazine/Aktivne Potrebitel magazine .......................................... 11
The European Consumer Centre in Sofia ............................................................ 12
[DK/NA] 99
Annex Flash EB No 275- Consumer protection and consumer rights (BG - wave 2)
page 64
IF RESPONDENT ASKED AKTIVNI POTREBITELI OR BULGARIAN NATIONAL CONSUMER ASSOCIATION FOR
HELP (Q8 B = 1)
Q10. Please tell me whether you agree or disagree with the following statements regarding the service
received from Aktivni Potrebiteli /Bulgarian national consumer association
[READ OUT – ONE ANSWER PER LINE]
Totally agree ............................................................................................. 4
Somewhat agree ....................................................................................... 3
Somewhat disagree ................................................................................... 2
Totally disagree ........................................................................................ 1
[DK/NA] .................................................................................................. 9
A., The people working at Aktivni Potrebiteli/ Bulgarian national consumer
association were helpful .................................................................................................... 1 2 3 4 9
B., The advice received from Aktivni Potrebiteli/ Bulgarian national consumer
association was useful ....................................................................................................... 1 2 3 4 9
C., The handling of my request at Aktivni Potrebiteli/ Bulgarian national consumer
association was effective ................................................................................................... 1 2 3 4 9
Q11. Would you encourage your friends or relatives to ask Aktivni Potrebiteli/ Bulgarian national consumer
association for information and / or advice?
[READ OUT – ONE ANSWER ONLY]
Yes, definitely .......................................................................................... 4
Yes, probably ........................................................................................... 3
No, probably not ....................................................................................... 2
No, definitely not...................................................................................... 1
[DK/NA] .................................................................................................. 9
IF RESPONDENT ASKED EUROPEAN CONSUMER CENTRE IN SOFIA (Q8 E = 1)
Q12. Please tell me whether you agree or disagree with the following statements regarding the service
received from the European Consumer Centre in Sofia
[READ OUT – ONE ANSWER PER LINE]
Totally agree ............................................................................................. 4
Somewhat agree ....................................................................................... 3
Somewhat disagree ................................................................................... 2
Totally disagree ........................................................................................ 1
[DK/NA] .................................................................................................. 9
A., The people working at the ECC were helpful ............................................................. 1 2 3 4 9
B., The advice received from the ECC was useful ............................................................ 1 2 3 4 9
C., The handling of my request at the ECC was effective ................................................ 1 2 3 4 9
Flash EB No 275- Consumer protection and consumer rights (BG - wave 2) Annex
page 65
Q13. Would you encourage your friends or relatives to ask the European Consumer Centre in Sofia for
information and / or advice?
[READ OUT – ONE ANSWER ONLY]
Yes, definitely .......................................................................................... 4
Yes, probably ........................................................................................... 3
No, probably not ....................................................................................... 2
No, definitely not...................................................................................... 1
[DK/NA] .................................................................................................. 9
Q14. Would you be interested in an independent consumer magazine or website that gives you results of
independent comparative tests of the quality of products and services such as washing machines, mobile
phones and food products?
Yes .......................................................................................................... 1
No .......................................................................................................... 2
[DK/NA] .................................................................................................. 9
A. Magazine ............................................................................................................................ 1 2 9
B. Website .............................................................................................................................. 1 2 9
Q15. Would you be prepared to pay?
[ONLY ONE ANSWER IS POSSIBLE]
20 leva for a subscription (10 magazines per year) ............................................... 1
3 leva for a single magazine at a kiosk .................................................................. 2
2 leva by credit/debit card for the results of tests via the website
www.aktivnipotrebiteli.bg .............................................................................. 3
12 leva for a one year period of access to results of comparative tests on
the website www.aktivnipotrebiteli.bg ........................................................... 4
[DK/NA] .............................................................................................................. 9
Q16. Would you be willing to support an independent Bulgarian consumer association by paying an annual
membership fee …?
Yes .......................................................................................................... 1
No .......................................................................................................... 2
[DK/NA] .................................................................................................. 9
A. of 12 leva, if this included on-line access to 10 issues of an independent consumer
magazine with results of comparative tests of products and services ..................................... 1 2 9
B. of 20 leva, if this included 10 issues of an independent consumer magazine with
results of comparative tests of products and services plus the printed version ....................... 1 2 9
C. of 40 leva, if this included on-line access to 10 issues of an independent consumer
magazine with results of comparative tests of products and services plus the printed
version and legal advice if needed .......................................................................................... 1 2 9
D. Giving this association a percentage of your taxes instead of paying them to the
Government ............................................................................................................................ 1 2 9
Annex Flash EB No 275- Consumer protection and consumer rights (BG - wave 2)
page 66
E. Giving this association a donation which you can deduct from your income taxes ........... 1 2 9
Q17. Compared to other EU countries, do you think consumers in Bulgaria have the same, less or more
consumer rights and protection?
Same ......................................................................................................... 1
Less .......................................................................................................... 2
More ......................................................................................................... 3
[DK/NA] .................................................................................................. 9
Q18. Do you think sellers in Bulgaria respect consumer rights and the rules regarding consumer protection
the same, less or more than those in other EU countries?
Same ......................................................................................................... 1
Less .......................................................................................................... 2
More ......................................................................................................... 3
[DK/NA] .................................................................................................. 9
Q19. In general, would you say that the Bulgarian justice system is efficient in punishing businesses that
mislead or cheat consumers?
Yes .......................................................................................................... 1
No .......................................................................................................... 2
[DK/NA] .................................................................................................. 9