MONITORING CONSUMER MARKETS IN THE EUROPEAN UNION 2017

Transcription

1 MONITORING CONUMER MARKET IN THE EUROPEAN UNION 2017 Draft Final Report - Part III pecific contract No implementing Framework contract No. EAHC/2013/CP/03 Lot 3 Market Monitory urvey (MM) GfK Belgium Revision 07/05/2018 Consumers, Health, Agriculture and

2 EUROPEAN COMMIION Produced by Consumers, Health, Agriculture and Food Executive Agency (Chafea) on behalf of Unit 03 Economic analysis and evaluation Contact: Unit 03 European Commission B-1049 Brussels

3 EUROPEAN COMMIION Monitoring consumer markets in the European Union 2017

4 Europe Direct is a service to help you find answers to your questions about the European Union. Freephone number (*): (*) The information given is free, as are most calls (though some operators, phone boxes or hotels may charge you). This report is produced under the ( ) in the frame of a service contract with the Consumers, Health, Agriculture and Food Executive Agency (Chafea) acting under the mandate from the European Commission. The content of this report represents the views of the contractor and is its sole responsibility; it can in no way be taken to reflect the views of the European Commission and/or Chafea or other body of the European Union. The European Commission and/or Chafea do not guarantee the accuracy of the data included in this report, nor do they accept responsibility for any use made by third parties thereof. More information on the European Union is available on the Internet ( More information on the European Union is available on the Internet ( Luxembourg: Publications Office of the European Union, 2017 PDF IBN XXX-XX-XX-XXXXX-X IN XXXX-XXXX doi:xx.xxxx/xxxxxx D-AU-XX-XXX-EN-N European Union, 2017 Reproduction is authorised provided the source is acknowledged.

5 TABLE OF CONTENT 1. INTRODUCTION TO THE COUNTRY REPORT BELGIUM Overall Performance Goods Markets ervices Markets BULGARIA Overall Performance Goods Markets ervices Markets CZECH REPUBLIC Overall Performance Goods Markets ervices Markets DENMARK Overall Performance Goods Markets ervices Markets GERMANY Overall Performance Goods Markets ervices Markets ETONIA Overall Performance Goods Markets ervices Markets IRELAND Overall Performance Goods Markets ervices Markets GREECE Overall Performance Goods Markets ervices Markets PAIN Overall Performance Goods Markets ervices Markets FRANCE Overall Performance Goods Markets ervices Markets CROATIA EUR 5 EN

6 12.1. Overall Performance Goods Markets ervices Markets ITALY Overall Performance Goods Markets ervices Markets CYPRU Overall Performance Goods Markets ervices Markets LATVIA Overall Performance Goods Markets ervices Markets LITHUANIA Overall Performance Goods Markets ervices Markets LUXEMBOURG Overall Performance Goods Markets ervices Markets HUNGARY Overall Performance Goods Markets ervices Markets MALTA Overall Performance Goods Markets ervices Markets NETHERLAND Overall Performance Goods Markets ervices Markets AUTRIA Overall Performance Goods Markets ervices Markets POLAND Overall Performance Goods Markets ervices Markets PORTUGAL Overall Performance EUR 6 EN

7 23.2. Goods Markets ervices Markets ROMANIA Overall Performance Goods Markets ervices Markets LOVENIA Overall Performance Goods Markets ervices Markets LOVAKIA Overall Performance Goods Markets ervices Markets FINLAND Overall Performance Goods Markets ervices Markets WEDEN Overall Performance Goods Markets ervices Markets UNITED KINGDOM Overall Performance Goods Markets ervices Markets NORWAY Overall Performance Goods Markets ervices Markets ICELAND Overall Performance Goods Markets ervices Markets EUR 7 EN

8 1. INTRODUCTION TO THE COUNTRY REPORT In this third chapter of the 2017 report of the European Consumer Market Monitoring urvey, an analysis of the market performance of the 40 markets surveyed is presented by country. Please refer to part I of the report for all methodological details, including the survey details, concept definitions and calculation of the score. The is calculated based on the components: comparability, trust, problems & 1, expectations and choice. ubsequently, the five components are weighted according to the importance they were given by the respondent. Important to note is that these scores are only comparable between 2017 and 2015 but are not comparable to those in 2013 and previous waves. Therefore, trend data cannot be provided. Firstly, the and choice questions were not asked in 2013 and in previous waves. econdly, the scores are weighted by their importance as rated by the respondent, whilst the importance question is not included in 2013 and in previous waves. Therefore, an additional index is computed: the trend. The trend is the calculation of the using the same approach as in 2013 and in previous waves of the MM. Whenever differences on scores are reported between 2017 and 2013, those differences are based on the trend calculation. The table below provides an overview of which components are used in the and trend computations and are relevant for the comparisons between and respectively. CORE QUETION ( ) trend ( ) X X X X X X (if problem) (if problem) X X Importance X X X X For each country, a graph displays the overall scores for all markets combined, for all goods and all services markets combined and for each of the 40 individual goods and services markets. The graph also displays the year-on-year changes in the scores from 2010 through to In addition, the difference between country scores and EU28 average scores is included. It is important to note that while the 40 markets surveyed in 2017 are fully comparable to those surveyed in 2013, only 30 of these markets are comparable to those surveyed in Therefore, trend differences between 2017 and 2015 reported on aggregate level (all markets combined, all goods markets and all services markets) are computed based on this subsample of comparable markets. To aid the reading of the graphs, trend differences between 2017 and 2015 are formatted in bold, while those between 2017 and 2013 are formatted in bold and italic. Following the graph, the main findings are described, beginning with overall country performance; this comprises: The overall country score (including comparison with the EU28 average); 1 The component problems & is configured so that the higher the score, the better the performance. More specifically, if no problem has been experienced a score of 10 is assigned to the component. If the respondent did encounter a problem, the problems & component reflects the amount of : the higher the rating, the lower the problems & score EUR 8 EN

9 The respective combined scores for all goods markets and all services markets (including comparison with the EU28 average, since 2015). The top and bottom ranked markets when comparing performance of the markets across the EU28. This is followed by a more detailed examination of the findings across the respective individual goods and services markets; this comprises: The top three and bottom three performing markets; The markets showing the highest increase and the highest decrease since 2015 and since 2013, based on a ranking of markets highlighting statistically significant changes from 2015 and from ; The markets performing considerably better and significantly worse than the EU28 average, based on a ranking of markets highlighting statistically significant differences between country and EU28 results; and The individual component scores having an important impact on the overall scores. The combination of the five markets and single components which score the best/worst in terms of difference with respect to the EU28 and with respect to the All differences mentioned in the text are statistically significant unless otherwise mentioned. This also implies that differences which are not statistically significant are in general not reported in the text 4. Asterisks are used to signal the statistically significant differences in tables and charts (unless otherwise indicated). tatistical significance is calculated at the 95% confidence level, meaning that the null hypothesis of no difference has been rejected at a 5% probability level. It should be noted that, given the large sample size for the survey, some differences could be statistically significant even if their absolute magnitude is very small, particularly for indicators referring to the whole EU28 sample. In addition, the potential causes of large year-on-year changes in the performance of individual markets are highlighted; these explanations for market fluctuations are based on intelligence gathered at country level. It should be noted that scores can differ between countries, not only because of actual differences in market performance, but also because of cultural differences, differences in consumption patterns and different consumer environments (e.g. well-informed and empowered consumers may be more critical and/or have higher expectations than other consumers). Economic differences may also play a role, with GDP, price evolution and consumer confidence in the state of the economy all having a statistically significant, albeit small to modest, influence on how markets are evaluated. Economic, social and business statistics are regularly provided by Eurostat 5. The latest overview of consumer conditions in EU28 Member tates, plus Iceland and Norway, can be found in the July 2017 Consumer Conditions coreboard 6. 2 It should be considered that as for the changes between 2015 and 2017 only markets surveyed in both years are considered (7 goods and 23 service markets). Conversely, the comparison between 2013 and 2017 can be done on all the markets surveyed in 2017 (15 goods and 25 service markets) as these same markets were covered also in 2013). 3 This is done by ranking the combination of markets and components according to each of the two indicators (difference with respect to the EU28 and with the 2015 wave) and excluding cases in which the difference is not statistically significant. 4 Differences which are not statistically significant are those for which the null hypothesis of being equal to 0 cannot be rejected. Therefore, these same differences are not commented in the text EUR 9 EN

10 Monitoring consumer markets in the European Union BELGIUM per market & Country EU28 All markets 79.0 * * * * -1.2* Dairy products * * +1.8* pectacles and lenses 85.4 Fuel for vehicles * +2.0* +2.5* -2.1* * mall household appliances * G O O D Alcoholic drinks New cars Personal care products All goods markets House and garden maintenance products Furniture and furnishings * +1.7* * -1.9* * * +4.6* * * * +1.7* -2.0* -0.8* -1.6* -1.7* Non-prescription medicines * -2.1* -2.1* Clothing and footwear Electronic products * Meat and meat products ICT products * -3.0* econd hand cars * Holiday accommodation 84.1 * +0.0 Personal care services * Packaged Holidays and Tours * -1.6* Airline services * +2.1* -1.3* Home insurance * +2.4* Loans, credit and credit cards * +3.9* -2.3* Vehicle insurance * Vehicle maintenance and repair services * E R V I C E Mortgages Bank accounts Electricity services Gas services Postal ervices Offline gambling and lottery services All services markets Vehicle rental services * +2.7* -0.8 * -1.8* +3.1* +2.0* +2.8* * -1.9* +3.4* +7.4* +6.7* * -2.9* -1.1 * -5.1* -1.5 * +2.1* -2.0* -2.3* * -3.2* Private Life Insurance * Fixed telephone services * +2.7* -1.4 Water supply * -2.1* TV-subscriptions * -3.8* Mobile telephone services * -2.6* -2.9* Internet provision * * Train services * +5.5* * -2.8* Tram, local bus, metro, and underground services * Investment products, private personal pensions and securities * * -1.3* Real Estate ervices * Overall Performance The average score of all markets surveyed in Belgium is 79.0, which is below the EU28 average (-1.2). The average goods markets score is 82.0 and the average services markets score is 77.1, which are both lower than the EU28 average, by 0.8 and 1.5 points respectively. Belgium ranks among the bottom three EU28 countries for the Personal care services and Vehicle rental services markets. The overall score of Belgium has remained stable since 2015, with both the goods and services markets showing no change in their average score EUR 10 EN

11 2.2.Goods Markets The three best performing goods markets in Belgium in terms of score are Dairy products, pectacles and lenses and Fuel for vehicles. The three worst performing are the econd hand cars, ICT products and Meat and meat products markets. Of the 15 goods markets surveyed in Belgium, three score above the EU28 average in terms of their score: Fuel for vehicles (+2.9), Dairy products (+1.8) and New cars (+1.7). Eight goods markets perform below the EU28 average in terms of their score, with the markets for ICT Products (-3.0), Electronic products (-2.5), and Non-prescription medicines (-2.1) performing the worst in relation to the EU28 average. Out of the seven individual goods markets surveyed in both 2015 and 2017, none show a change since Out of the 15 individual goods markets surveyed in both 2013 and 2017, two show an increase in their score since 2013: the Fuel for vehicles (+1.8) and Dairy products (+1.9) markets. No decreases in performance of the individual goods markets are observed since In terms of performance at component level, Belgium scores below the EU28 average for the comparability, trust and choice components. The expectations and problems & component scores are above the EU28 average. In addition, a lower level of 7 in the goods markets overall is shown in comparison to the EU28 average, while the proportion of persons who experienced problems and the proportion of persons who complained as a result of the problems experienced are in line with the EU28 average. In comparison to 2015, all components remained stable for the goods markets. Furthermore, only the level of decreased since 2015, while the proportion of persons who experienced problems and the proportion of persons who complained as a result of the problems experienced remained stable over the same period. The highest scoring market on a single component with respect to the EU28 average is the Fuel for vehicles ( on expectations and on choice) market. The next in line are the Dairy products ( on expectations) and New cars ( on expectations and on comparability) markets. By contrast, the lowest performing market on a single component in Belgium, compared to the EU28 average, is the Non-prescription medicines (-1.1 on comparability) market, followed by the Personal care products, Furniture and furnishings (both on comparability), Alcoholic drinks ( on comparability), and ICT products (- 0.5 on trust) markets. Compared with 2015, only the Fuel for vehicles and Meat and meat products markets improved the most on a single component ( on expectations). By contrast, the ICT products market in Belgium saw the greatest decline on a single component ( on comparability) since 2015, followed by the New cars ( on trust), Fuel for vehicles ( on comparability), Electronic products ( on choice), and econd hand cars ( on choice) markets. 2.3.ervices Markets The top three services markets in Belgium in terms of the score are Holiday accommodation, Personal care services and Packaged holidays and tours. The bottom three are the Real estate services, Investment products, private personal pensions and securities, and Tram, local bus, metro, and underground services markets. Of the 25 services markets surveyed in Belgium, only the Mortgages (+2.1), market performs better than the EU28 average in terms of the score, while 14 markets perform below the 7 The sub-component of the assesses the extent to which people suffered financial loss or other as a result of experiencing a problem. The problems & component is computed based on the incidence of problems consumers experience and the level of they report EUR 11 EN

12 EU28 average. The worst performing services markets compared to the EU28 average in terms of their score are the Tram, local bus, metro, and underground services (-4.4), TVsubscriptions (-3.8), and Vehicle rental services (-3.2) markets. Of the 23 services markets surveyed in both 2015 and 2017, only two markets increased in score since 2015: Train services (+3.2) and Holiday accommodation (). No markets show a decrease over the same period. Out of the 25 services markets surveyed in both 2013 and 2017, five increased in score since 2013, of which the top three are the markets for Train services (+5.5), Loans, credits and credit cards (+4.4) and Mortgages (+3.5). Vehicle rental services (-1.8) is the only services market that shows a decrease in its score since The comparability, trust and choice scores for Belgium are below the EU28 average, while the expectations and problems & components do not deviate from the EU28 average. In addition, a lower level of is shown in comparison to the EU28 average, while the proportion of persons who experienced problems and the proportion of persons who complained as a result of the problems experienced are in line with the EU28 average. In comparison to 2015, the trust and choice component scores increased, while the comparability, expectations and problems & components remained stable in terms of their score. In addition, the level of decreased since 2015, but no change is shown in the proportion of persons who experienced problems or the proportion of persons who complained as a result of the problems experienced. In terms of a change on a specific component, the Belgian market for Electricity services shows the highest positive difference ( on choice and on expectations), compared to the EU28 average. The markets that registered the next largest positive differences are the Mortgages ( on expectations and on trust) and Vehicle maintenance and repair services ( on trust) markets. On the other end of the scale, the market for Mobile telephone services has the lowest score of 1.0 points below the EU28 average on the comparability component, followed by the Water supply (-0.9 on comparability and -0.8 on choice), Vehicle insurance (-0.9 on comparability) and TV-subscriptions (-0.8 on comparability) markets. In relation to the 2015 results, the Postal services market in Belgium has improved the most on a single component ( on choice and on comparability). The services markets that show the next largest improvements are the Electricity services ( on choice), Water supply ( on choice), and Tram, local bus, metro, and underground services ( on choice) markets. The lowest scoring markets, in terms of change on a specific component since 2015, are the Mobile telephone services ( on comparability), Real estate services ( on choice) and Airline services ( on comparability) markets. Difference with EU28 5 Top markets (compared to EU28 average) & 17 Fuel for vehicles +2.9* -0.0 * -1.3 * * * 51 Mortgages +2.1* * -3.3* -1.3 * -9.9 * Dairy products +1.8* * * * +5.7 * * 15 New cars +1.7* * * -0.9 * * 46 Electricity services +8.3 * * 5 Bottom markets (compared to EU28 average) & Tram, local bus, metro, and * -0.8* * +7.9* * * * underground services 54 TV-subscriptions -3.8* -0.8* * * * 38 Vehicle rental services -3.2* * * +3.1* -1.2 * * 13 ICT products -3.0* * * +5.7* * -6.8 * * 22 Personal care services -2.9* -0.8* * -1.6 * -28.9* * * 2017 EUR 12 EN

13 Difference with 2015 Improved most since 2015 & 36 Train services +3.2* * * -4.7 * * 46 Electricity services * * Tram, local bus, metro, and * * +0.0 * underground services 39 Holiday accommodation * * Meat and meat products * Deteriorated most since 2015 & Vehicle maintenance and repair services 13 ICT products -1.2 * * New cars -1.1 * Electronic products * 30 Vehicle insurance * EUR 13 EN

14 Monitoring consumer markets in the European Union BULGARIA per market & All markets Country- EU28 * +3.7* +2.4* +1.7* -3.0* -5.2* G O O D Non-prescription medicines Personal care products pectacles and lenses Electronic products Alcoholic drinks mall household appliances ICT products House and garden maintenance products New cars Furniture and furnishings All goods markets Dairy products Clothing and footwear Fuel for vehicles Meat and meat products econd hand cars * +3.4* +4.2* * +4.2* * +3.1* * +3.0* * * +3.2* * +2.6* * +3.3* * +6.8* +6.2* +3.3* +5.2* +2.8* +2.7* +4.4* * -3.6* * -4.0* * * -1.5* -8.1* * -8.7* -2.6* -4.7* -3.1* -4.4* -5.3* -3.3* -4.4* -1.9* -5.6* -8.6* * * E R V I C E Personal care services Postal ervices Airline services Vehicle insurance Holiday accommodation Packaged Holidays and Tours Vehicle rental services Internet provision Bank accounts TV-subscriptions Home insurance Fixed telephone services Private Life Insurance Loans, credit and credit cards Gas services All services markets Mobile telephone services Tram, local bus, metro, and underground services Investment products, private personal pensions and securities Vehicle maintenance and repair services Offline gambling and lottery services Mortgages Real Estate ervices Water supply Train services Electricity services * +2.4* * +5.6* +4.0* * +5.1* +4.4* +3.1* +2.1* +3.7* +3.6* +3.4* * * * +4.3* +4.4* * +2.4* +5.7* +3.4* * +3.2* +4.3* -4.3* +1.7* +2.9* +5.0* -3.5* +4.0* +4.3* * +4.5* +3.9* * -4.8* -3.1* +3.0* +3.6* -5.8* +2.9* * * +4.1* +3.7* -4.4* +4.1* +2.9* * -5.0* * +3.9* +2.9* +1.8* -3.9* -4.9* +5.0* +8.7* * -4.5* -2.7* +3.0* +4.2* +2.5* * -6.6* +4.7* +3.9* * -7.5* * -4.1* -11.4* +3.2* +6.3* * * * +4.6* +6.4* -3.3* -3.2* -13.9* -14.3* +5.5* +10.0* +6.9* -6.9* * -19.0* 3.1.Overall Performance The average score of all markets surveyed in Bulgaria is 75.0, which is lower than the EU28 average (-5.2). The average goods markets score is 77.1 and the average services markets score is 73.7, which are both lower than the EU28 average, by 5.6 and 4.9 points respectively. Bulgaria ranks among the bottom three EU28 countries for 10 of the 15 goods markets, and 11 of the 25 services markets. The overall Bulgarian score improved since 2015 (), showing an improved score for both the goods () and the services () markets average EUR 14 EN

15 3.2.Goods Markets The three best performing goods markets in Bulgaria in terms of the score are Nonprescription medicines, Personal care products and pectacles and lenses, while the bottom three goods markets are econd hand cars, Meat and meat products and Fuel for vehicles. Of the 15 Bulgarian goods markets surveyed, all but the market for Non-prescription medicines, which performs in line with the EU28 average, perform below the EU28 average in terms of their score. The markets for econd hand cars (-14.5), Meat and meat products (-10.5) and Fuel for vehicles (-8.6) are the worst performing goods markets in Bulgaria in relation to the EU28 average. Compared to 2015, three of the seven goods markets surveyed in both 2015 and 2017 show an increase in the score, with the market for New cars showing the largest increase (+3.5), followed by Fuel for vehicles (+3.3) and Meat and meat products (+2.7). The only market that shows a decrease over the same period is econd hand cars (-2.8). Out of the 15 goods markets surveyed in both 2013 and 2017, 11 markets have increased since 2013, of which the largest increases are for the markets of Dairy products (+6.8), Clothing and footwear (+6.2) and House and garden maintenance products (+5.6). Again, the econd hands cars (-3.6) market is the only one that decreased over the same period. All of the five components in Bulgaria, except for comparability, which scores in line with the EU28 average, fall below the EU28 average. In addition, the proportion of persons who experienced problems and the level of for the goods markets are both higher in Bulgaria in comparison to the EU28 average, while the proportion of persons who complained as a result of the problems experienced is lower than average. In comparison to 2015, the comparability, trust and problems & component scores increased, while the expectations and choice component scores remained stable. In addition, the proportion of persons who experienced problems and the proportion of persons who complained as a result of the problems experienced decreased since 2015, while the level of remained stable over the same period. In terms of market performance on a single component, the Fuel for vehicles market in Bulgaria scores highest, compared to the EU28 average ( on comparability). This is followed by the markets for: Alcoholic drinks ( on comparability), Non-prescription medicines ( on comparability), and ICT products ( on comparability). By contrast, the lowest scoring goods markets on a specific component, relative to the EU28 average, are econd hand cars (-2.8 points), Fuel for vehicles (-2.1 points), Meat and meat products (- 2.0 points), Dairy products (-1.8 points), and Clothing and footwear (-1.7 points), which all score lowest on the trust component. The market for New cars in Bulgaria has the most improved score, in terms of change on a specific component since 2015 (scoring on trust and on comparability). The next greatest improvements since 2015 are seen in the markets Fuel for vehicles ( on trust), Meat and meat products ( on problems & ), and Non-prescription medicines (0.5 on comparability) markets. On the other hand, the econd hand cars market has the greatest decline since 2015 on two components, namely choice ( points) and expectations ( points). 3.3.ervices Markets The top three services markets in terms of the score in Bulgaria are Personal care services, Postal services and Airline services, while Electricity services, Train services and Water supply are at the other end of the scale. Of the 25 Bulgarian services markets surveyed, the markets for Postal services (+5.1), Airline services (+2.1) and Internet provision (+1.7) are the only three markets scoring better in comparison to the EU28 average in terms of their score. ixteen services markets score lower than the EU28 average. The services markets that are the furthest away from the EU28 average in terms of their score are the Electricity services (-19.0), Train services (-14.3) and Water supply (-13.9) markets EUR 15 EN

16 Of the 23 services markets surveyed in both 2015 and 2017, six markets have increased in their score since 2015, with Electricity services (+5.5) showing the largest increase, although it is the market with the lowest score. The Mobile telephone services (+5.0) and Water supply (+4.6) markets show the next largest increases. The market for Tram, local bus, metro, and underground services (-2.7) is the only one that shows a decline in comparison to Out of the 25 services markets surveyed in both 2013 and 2017, 19 services markets have increased since 2013, the top three of which are the same ones that increased the most since 2015: Electricity services (+10.0), Mobile telephone services (+8.7) and Water supply (+6.4). Only one services market declined since 2013: Offline gambling and lottery services (-4.1). Aside from comparability, all of the five components perform below the EU28 average. Consistent with this, the proportion of persons who experienced problems in the Bulgarian services markets is also higher compared to the EU28 average. The level of, however, is lower than the EU28 average, while the proportion of persons who complained as a result of the problems experienced is in line with the EU28 average. Compared to 2015, the overall score of the services markets has increased for the comparability, trust and problems & components. The expectations and choice component scores remained stable over the same period. The proportion of persons who experienced problems and the proportion of persons who complained as a result of the problems experienced, as well as the level of, also remained stable since Of all services markets, the top market on a single component in Bulgaria, compared to the EU28 average, is Postal services, which scores best on three components, namely comparability ( points), choice ( points), and expectations ( points). The next highest scoring markets on a single component are Vehicle insurance and Internet provision (both scoring 0.8 points above EU28 average on comparability). On the opposite end of the scale, the bottom performing services markets, compared to the EU28 average, are the Electricity services market (-3.4 points for choice and -2.5 points, for trust), followed by the Train services market (-2.6 for choice) and Offline gambling and lottery services market (- 2.3 for trust and -2.1 for expectations). Compared to 2015, the most improved services market on a single component in Bulgaria is the Mobile telephone services market ( on problems & and on trust). Next in line are the Water supply ( on trust) and Electricity services ( on both, comparability and choice) markets. The market showing the greatest decrease on a specific component in Bulgaria since 2015, is the Vehicle maintenance and repair services market (- 0.6 on problems & ), followed by the markets Real estate services ( on choice), Tram, local bus, metro, and underground services ( on choice and on comparability) and TV-subscriptions ( on choice). Difference with EU28 5 Top markets (compared to EU28 average) & 31 Postal ervices +5.1* * * * 37 Airline services +2.1* * * * Internet provision +1.7* * +10.2* -1.1* * +2.7 * Personal care services * * +4.7* * Bank accounts * * Bottom markets (compared to EU28 average) & 46 Electricity services -19.0* -1.1* -2.5* +19.5* * * -1.7* -3.4* 16 econd hand cars -14.5* -0.8* -2.8* +20.1* * -18.2* -1.4* * 36 Train services -14.3* -0.9* -1.9* +8.4* * -13.4* -1.7* -2.6* 45 Water supply -13.9* -2.0* +16.5* -0.9* -1.4* -2.1* Offline gambling and lottery * -2.3* * * services 2017 EUR 16 EN

17 Difference with 2015 Improved most since 2015 & 46 Electricity services +5.5* * * * +1.9 * 33 Mobile telephone services +5.0* -0.0 * -16.2* * -5.5 * 45 Water supply +4.6* * * -6.4* * New cars +3.5* * * -3.6 * Fuel for vehicles +3.3* * * -7.3* -0.0 * -6.8 * Deteriorated most since 2015 & 16 econd hand cars -2.8* * * Tram, local bus, metro, and * * -3.2 * underground services 20 Real Estate ervices * * Vehicle maintenance and * * -3.6 repair services 54 TV-subscriptions * * 2017 EUR 17 EN

18 Monitoring consumer markets in the European Union CZECH REPUBLIC G O O D E R V I C E per market pectacles and lenses mall household appliances Personal care products Non-prescription medicines House and garden maintenance products Furniture and furnishings Meat and meat products Clothing and footwear Personal care services Holiday accommodation Packaged Holidays and Tours Tram, local bus, metro, and underground services Vehicle rental services Vehicle maintenance and repair services Loans, credit and credit cards Offline gambling and lottery services Private Life Insurance Investment products, private personal pensions and securities Fixed telephone services Mobile telephone services & All markets Alcoholic drinks ICT products Dairy products Electronic products All goods markets Fuel for vehicles New cars econd hand cars Airline services Vehicle insurance Train services Bank accounts Home insurance All services markets Gas services Electricity services Mortgages Postal ervices Internet provision TV-subscriptions Water supply Real Estate ervices * * * +3.0* +2.8* +1.9* +4.4* -1.9* +4.1* +5.0* -3.0* * * * * +1.9* +3.3* +2.1* * +5.1* +2.3* * +2.9* * +2.4* +3.3* +5.6* * * * -3.7* * -2.2* * +3.2* +3.5* -2.5* * +2.9* -2.3* * * -5.6* * * +4.8* +4.0* -4.2* * -4.3* * * * -2.0* -2.2* * -2.2* +2.0* -2.7* * * * -2.4* -0.8* * +2.9* +6.0* +2.5* +3.3* -3.0* -4.0* * -4.6* +2.6* -2.3* -2.4* * +3.2* +2.7* -4.6* +5.5* -2.8* -2.9* * -2.7* +1.7* * +1.6* -1.7* -3.1* * +3.9* -4.3* -3.8* * -3.0* -3.9* -3.3* -3.0* * -3.2* Country- EU28 * -1.2* * -3.4* -9.6* * +4.5* * -2.9* -1.8* -2.1* -3.3* -2.8* * -3.9* -3.3* 4.1.Overall Performance The average score of all markets surveyed in the Czech Republic is 79.6, which is lower than the EU28 average (). The average goods markets score is 82.1 and the average services markets score is 78.1, which are both lower than the EU28 average, by 0.7 and 0.5 points respectively. The Czech Republic ranks among the bottom three EU28 countries for the econd hand cars" market. The overall score of the Czech Republic has remained stable since 2015, with both the goods and services markets showing no change in their average score EUR 18 EN

19 4.2.Goods Markets The three best performing goods markets in the Czech Republic in terms of the score are pectacles and lenses, Alcoholic drinks and mall household appliances, while the econd hand cars, Clothing and footwear and Meat and meat products markets perform the worst in terms of score. In relation to the EU28 average, only three out of the 15 goods markets surveyed in the Czech Republic perform better in terms of their score: Alcoholic drinks (+2.0), pectacles and lenses () and Personal care products (). On the other hand, four goods markets perform below the EU28 average, with the markets for econd hand cars (-9.6), Clothing and footwear (-3.4), and Meat and meat products (-2.6) scoring the lowest in comparison with the EU28 average in terms of their score. Out of the seven markets surveyed in both 2015 and 2017, only two goods markets have increased since The largest improvement is shown for the Non-prescription medicines market (+3.1), followed by Fuel for vehicles (+2.9). Electronic products (-1.8) is the only goods market to have shown a decrease since In comparison to 2013, nine out of 15 goods markets surveyed in both 2017 and 2013 have increased, of which the best performing markets are Alcoholic drinks (+6.4), Fuel for vehicles (+6.0) and Clothing and footwear (5.0). Only two markets have decreased over the same period: econd hand cars (-3.0) and Electronic products (-1.9). The comparability, trust and problems & components perform below the EU28 average, while only the choice component performs above the EU28 average. The expectations component scores in line with the EU28 average. In addition, the proportion of persons who experienced problems and the proportion of persons who complained as a result of the problems experienced are also higher compared to the EU28 average. The level of, however, is lower in the Czech Republic compared to the EU28 average. The only change seen since 2015 in the overall goods markets component scores is an increase in the expectations component score. All other components remained stable since In addition, the proportion of persons who experienced problems and the proportion of persons who complained as a result of the problems experienced, as well as the level of, also remained stable since Compared to the EU28 average, the best performing goods markets in terms of change on a specific component, are: House and garden maintenance products ( points), mall household appliances ( points), Alcoholic drinks ( points), ICT products ( points), and Fuel for vehicles ( points), all scoring highest on the choice component. The worst performing market on a single component, compared to the EU28 average is econd hands cars, scoring lowest on four components, namely trust (-2.1 points), expectations (-1.2 points), comparability (-0.8 points), and problems & ( points). The next market that scores lowest on a single component is the Dairy products market ( on trust). In terms of the goods markets performance on a single component, the markets that have improved the most in the Czech Republic since 2015 are Non-prescription medicines ( on comparability and on trust), the Fuel for vehicles ( on trust and on expectations), and Meat and meat products ( on expectations). The market showing the greatest decline in the goods market since 2015 is Electronic products, scoring lowest on three components, namely comparability ( points), trust ( points), and choice ( points). The next lowest scoring market on a single component since 2015 is New cars ( on trust and on problems & ). 4.3.ervices Markets Personal care services, Holiday accommodation and Packaged holidays and tours are the three leading services markets in the Czech Republic in terms of the score. Real estate services, Mobile telephone services and Fixed telephone services are at the bottom end of the list EUR 19 EN

20 Of the 25 services markets surveyed in the Czech Republic, only three, namely the Tram, local bus, metro, and underground services (+5.5), Train services (+4.5) and Packaged holidays and tours (), score above the EU28 average in terms of the score. In contrast, nine services markets score below the EU28 average in terms of their score. Of these nine markets, the Mobile telephone services (-3.9), Real estate services and TV-subscriptions (both -3.3) markets score the lowest in relation to the EU28 average. Mortgages (+2.3) is the only market out of the 23 services markets surveyed in both 2015 and 2017 to record an increase since 2015, while Mobile telephone services (-2.4) is the only market to have decreased over the same period. Compared to 2013, 10 of the 25 services markets surveyed in both 2013 and 2017 have increased, while none have decreased over the same period. The largest increases since 2013 are recorded for the markets of Mortgages (+5.1), Gas services (+4.8) and Tram, local bus, metro, and underground services (+4.5). In terms of components, the services markets score above average in terms of choice in comparison to the EU28 average, while the problems & score is in line with the EU28 average. However, the services markets score below average for the components of comparability, trust and expectations. In addition, the services markets have a lower level of than average. Furthermore, the services markets have a higher than average proportion of persons who experienced problems and a higher proportion of persons who complained as a result of the problems experienced. The only change seen since 2015 in the overall services markets component scores is an increase in the expectations score. All other component scores remained stable since In addition, the proportion of persons who experienced problems and the proportion of persons who complained as a result of the problems experienced, as well as the level of, also remained stable since In comparison to the EU28 average, the best performing services markets on a single component in the Czech Republic are: Vehicle rental services ( on expectations), Tram, local bus, metro, and underground services ( on expectations and on comparability), Mortgages ( on choice), and Bank accounts ( on choice). On the other hand, the Real estate services market performs the worst on a specific component compared to the EU28 average, scoring 1.1 points below the average on trust. The next lowest scoring markets are Offline gambling and lottery services (-0.9 on expectations), Mobile telephone services (-0.8 on trust), Water supply (-0.8 on choice), and Fixed telephone services ( on trust). The services markets in the Czech Republic that perform the best on a single component since 2015 are Fixed telephone services ( on expectations), Postal services ( on choice and on expectations), Gas services ( on expectations), and Electricity services ( on expectations) s. By contrast, the worst services market in terms of change on a specific component, is the Water supply market ( on choice), followed by Mobile telephone services ( on both trust and choice), Train services ( on comparability), and TV-subscriptions ( on comparability). 5 Top markets (compared to EU28 average) Tram, local bus, metro, and * * * -4.4* * +19.9* * * underground services 36 Train services +4.5* * * -2.9* * +17.3* * * 6 Alcoholic drinks +2.0* * * -1.6* +2.5 * +8.2 * * 53 pectacles and lenses * * * * 19 Personal care products * * * * 5 Bottom markets (compared to EU28 average) Difference with EU28 & & 16 econd hand cars -9.6* -0.8* -2.1* +12.4* * +9.6* -1.2* Mobile telephone services -3.9* -0.8* * * 7 Clothing and footwear -3.4* * * +8.5* * +19.0* * Real Estate ervices -3.3* * -1.1* +7.5* * +16.7* * 54 TV-subscriptions -3.3* * * +5.2* -1.2* * * 2017 EUR 20 EN

21 Difference with 2015 Improved most since 2015 & 48 Non-prescription medicines +3.1* * * Fuel for vehicles +2.9* * * * 51 Mortgages +2.3* * Fixed telephone services * Tram, local bus, metro, and * underground services Deteriorated most since 2015 & 33 Mobile telephone services -2.4* * -4.2 * * 10 Electronic products -1.8* * * * 45 Water supply * * 15 New cars * +4.5* * econd hand cars EUR 21 EN

22 Monitoring consumer markets in the European Union DENMARK G O O D E R V I C E Tram, local bus, metro, and underground services per market pectacles and lenses mall household appliances Furniture and furnishings House and garden maintenance products Non-prescription medicines Personal care products Clothing and footwear Meat and meat products Personal care services Holiday accommodation Packaged Holidays and Tours Offline gambling and lottery services Vehicle maintenance and repair services Private Life Insurance Real Estate ervices Loans, credit and credit cards Vehicle rental services Fixed telephone services Mobile telephone services Investment products, private personal pensions and securities & All markets Dairy products Fuel for vehicles Alcoholic drinks New cars All goods markets ICT products Electronic products econd hand cars Vehicle insurance Airline services Home insurance Water supply Gas services Electricity services All services markets Mortgages Bank accounts Train services Internet provision TV-subscriptions Postal ervices * * * +1.9* * * +2.7* +1.7* +3.0* +3.7* +4.3* +1.9* * +2.5* * +2.4* * -5.8* * +2.1* * +2.7* +6.9* +3.7* +2.9* +1.8* +3.4* +2.0* +2.8* +2.4* * +2.9* +3.3* +2.8* * * +2.5* +2.5* +2.9* +3.1* +2.4* * +1.9* * * * * +2.8* * * * * +2.2* * * +1.9* * * * +1.6* +2.3* * * +2.7* +4.2* -1.7* * +5.7* -2.8* +5.1* * +2.1* +2.6* * * -1.7* -3.1* +4.4* +2.9* * -1.7* +2.6* Country- EU * +6.3* * -1.9* -0.9 * * +2.0* +2.1* +2.9* * +2.3* +4.9* -2.2* +1.8* * -1.6* * * 5.1.Overall Performance The average score of all markets surveyed in Denmark is 80.4, which is in line with the EU28 average. The average goods markets score is 83.4, which is 0.7 points above the EU28 average. With an score of 78.6, the services markets perform in line with the EU28 average. Denmark ranks among the top three EU28 countries for the Dairy products market, but ranks among the bottom three EU28 countries for the Postal services market. The overall Danish score has improved since 2015 (), showing an improved score for both the goods () and the services () markets average EUR 22 EN

23 5.2.Goods Markets The three best performing goods markets in Denmark in terms of the score are Dairy products, Fuel for vehicles and Alcoholic drinks, while econd hand cars, Meat and meat products and Clothing and footwear are at the other end of the spectrum. Of the 15 goods markets surveyed in Denmark, five perform better than the EU28 average in terms of their score, with the three best performing being: Fuel for vehicles (+6.3), Dairy Products (+4.3) and New cars (+3.7). The only two goods markets scoring below the EU28 average in terms of their score are the Electronic products (-1.9) and Personal care products (-1.7) markets. Compared to 2015, econd hand cars is the only one out of the seven goods markets surveyed in both 2015 and 2017 to have shown an increase (+2.9). No decreases are reported between 2015 and Out of the 15 goods markets surveyed in both 2013 and 2017, eight show an increase in their score since 2013, while none showed a decrease over the same period. The largest increases since 2013 are for the markets of Meat and meat products (+6.6), Dairy products (+3.8) and econd hand cars (+3.1). In terms of components, only comparability performs below the EU28 average, while the expectations and choice components perform above the EU28 average. The trust and problems & component scores are in line with the EU28 average. In addition, the proportion of persons who experienced problems and the proportion of persons who complained as a result of the problems experienced are higher in comparison to the EU28 average, while the overall level of is lower. The average goods markets scores for the trust, expectations and problems & components have improved since 2015, while the comparability and choice component scores remained stable over the same period. In addition, a lower proportion of persons who complained as a result of the problems experienced and a lower level of in comparison to 2015 is observed, while the proportion of persons who experienced problems remained stable over the same period. When looking at the best scoring goods market on a single component, compared to the EU28 average, the Fuel for vehicles market in Denmark scores highest on three components, namely expectations ( points), choice ( points), and trust ( points). The next highest scoring markets are New cars ( on expectations) and Dairy products ( on trust). By contrast, the lowest scoring goods market on a specific component is the Nonprescription medicines market, scoring -1.2 points below EU28 average, followed by the goods markets for pectacles and lenses ( points), Personal care products (-0.9 points), Meat and meat products (-0.9 points), and Electronic products ( points), all scoring lowest on the comparability component. In comparison with 2015, the most improved goods market on a single component in Denmark is the market for econd hand cars ( on both trust and expectations), followed by the Meat and meat products ( on trust) and Non-prescription medicines ( on comparability and on choice) markets. On the other hand, the only products market in Denmark that saw a decline since 2015 on a single component ( on comparability) is the Meat and meat products market. 5.3.ervices Markets Personal care services, Holiday accommodation and Packaged holidays and tours are the top three services markets in Denmark in terms of the score, while Postal services, TVsubscriptions and Investment products, private pensions and securities are at the bottom end of the list. Out of the 25 services markets surveyed in Denmark, 10 markets perform better than the EU28 average in terms of their score, with the Real estate services (+4.9), Water supply (+2.9), and Electricity services (+2.3) markets performing the best in relation to the EU28. In contrast, seven of the services markets have a lower score in comparison to the EU28 average, of which the markets for Postal services (-10.1), TV-subscriptions (-5.1) and 2017 EUR 23 EN

24 Tram, local bus, metro and underground services (-2.6) score the worst in relation to the EU28. Out of the 23 markets surveyed in both 2015 and 2017, five services markets increased in their score since 2015, with the markets for Home insurance (+3.7), Vehicle insurance (+2.7) and Fixed telephone services (+2.6) having improved the most. The Postal services market (-4.7) is the only services market to have decreased since Compared to 2013, out of the 25 services markets surveyed in both 2013 and 2017, 14 have increased in their score, with Vehicle insurance (+6.9), Mobile telephone services (+4.4) and Home insurance (+4.3) increasing the most. Only two markets declined compared to 2013: Postal services (-5.8) and Train services (-2.1). The overall scores for the trust, choice, expectations and problems & components are higher in comparison to the EU28 average, while only the comparability component score is below the EU28 average. In addition, the level of in Denmark is lower than the EU28 average. However, the proportion of persons who experienced problems is higher in comparison to the EU28 average, while the proportion of persons who complained as a result of the problems experienced is lower in comparison to the EU28 average. The average comparability and choice component scores for the services markets increased since The Danish services markets remained stable since 2015 in the other components, as well as for the proportion of persons who experienced problems and the level of. In addition, the proportion of persons who complained as a result of the problems experienced decreased compared to In relation to the EU28 average, the best scoring services market on a single component in Denmark is the Offline gambling and lottery services market ( on expectations), followed by Electricity services ( on expectations), Water supply ( on trust and on expectations) and Real estate services ( on trust). On the opposite side of the scale, the worst performing services market on a specific component is the Postal services market, scoring 1.9 below EU28 average on expectations and 1.5 points below EU28 average on choice. The other markets in line are the Electricity services (-1.7 on comparability), TVsubscriptions (-1.5 on comparability) and Gas services (-1.3 on comparability) markets. The most improved services market since 2015 on a single component ( on comparability) since 2015 is the Water supply market. The other markets in line are: Fixed telephone services ( on comparability), Home insurance ( on expectations), Gas services ( on comparability), and Vehicle insurance ( on trust). On the other hand, the Postal services market shows the greatest decrease since 2015 on four different components, namely expectations (-0.9 points), trust ( points), choice ( points), and problems & ( points). The fifth worst performing market in terms of change with respect to 2015 is the one of Tram, local bus, metro, and underground services for the expectation component (). Difference with EU28 5 Top markets (compared to EU28 average) & 17 Fuel for vehicles +6.3* * -2.8* * * * 20 Real Estate ervices +4.9* * * +5.7 * * 55 Dairy products +4.3* -0.0 * * * 15 New cars +3.7* * * +4.3 * * 45 Water supply +2.9* -1.3* * -2.0 * * 5 Bottom markets (compared to EU28 average) & 31 Postal ervices -10.1* -1.2* * +10.8* -1.2* * -10.7* -1.9* -1.5* 54 TV-subscriptions -5.1* -1.5* +6.8* -1.2* -9.5* * * Tram, local bus, metro, and * -0.9* +8.7* -1.4* * -2.6 * * underground services 38 Vehicle rental services -2.2* -0.9* * +3.9* -1.1* Electronic products -1.9* * * +7.8* -1.7* -3.3 * * 2017 EUR 24 EN

25 Difference with 2015 Improved most since 2015 & 29 Home insurance +3.7* * * -3.0* * * * 16 econd hand cars +2.9* * * * Vehicle insurance +2.7* * * -2.5* * 32 Fixed telephone services +2.6* * * * 20 Real Estate ervices +2.0* * * Deteriorated most since 2015 & 31 Postal ervices -4.7* * +7.5* * * * Tram, local bus, metro, and * -0.0 underground services 38 Vehicle rental services * * +1.9 * 36 Train services * * 26 Bank accounts * * EUR 25 EN

26 Monitoring consumer markets in the European Union GERMANY G O O D E R V I C E per market mall household appliances pectacles and lenses Furniture and furnishings House and garden maintenance products Meat and meat products Clothing and footwear Non-prescription medicines Personal care products Mobile telephone services Personal care services Holiday accommodation Tram, local bus, metro, and underground services Packaged Holidays and Tours Fixed telephone services Vehicle maintenance and repair services Loans, credit and credit cards Offline gambling and lottery services Vehicle rental services Private Life Insurance Investment products, private personal pensions and securities & All markets Electronic products ICT products Alcoholic drinks All goods markets Dairy products Fuel for vehicles econd hand cars New cars TV-subscriptions Gas services Internet provision Vehicle insurance Train services Bank accounts Postal ervices Water supply Airline services Electricity services All services markets Home insurance Mortgages Real Estate ervices * +4.5* +2.5* +3.5* +3.7* -1.6* +5.2* +6.7* -2.8* +3.4* +3.0* +2.4* -2.1* * +4.6* +6.0* +4.7* * +2.8* +1.9* * +6.4* -1.1* +3.6* +3.4* * +2.8* +2.9* +2.2* +3.1* +2.2* +7.2* +3.2* * +4.0* +4.1* +3.1* +3.6* -1.7* +2.9* +4.3* * * +4.4* +2.3* +5.1* -1.9* +3.5* +5.5* * +1.7* +1.9* +2.2* * -1.4* +2.8* +4.5* +1.8* -2.5* +4.3* +2.1* -2.0* +3.2* +3.3* +3.2* +5.1* +5.0* +3.5* +3.0* +2.7* +2.1* +3.1* +2.1* +4.2* +4.7* +3.9* * +3.1* +4.1* +2.2* +3.4* +2.0* +8.7* +7.8* * +4.3* +5.8* +7.2* +6.1* * +6.8* +7.9* -1.6* +3.4* +6.7* +6.3* +4.3* +8.7* +7.8* -2.3* +4.0* +5.9* +2.1* +6.5* +5.7* * +2.3* +6.1* +4.2* +4.8* +2.8* +3.5* +5.9* +3.5* +3.5* * +3.6* * +7.2* +6.1* * +4.6* +6.8* +4.4* +4.7* +2.7* +3.5* +4.7* +4.9* +4.8* * +2.9* * * +7.3* +2.5* +3.2* +4.1* * +2.5* +2.3* +2.0* +4.0* +6.3* +3.0* Country- EU28 * * +8.1* +2.9* +3.0* +8.1* +7.9* +2.8* +4.6* * +7.4* +6.2* -3.0* +3.4* +4.6* +3.8* +6.8* +3.5* * -1.5* +4.0* +5.1* +2.4* * +4.4* +4.7* +3.2* +2.0* +5.3* +3.0* +2.1* +1.8* +4.3* +4.3* +6.9* +5.1* * +4.3* +3.3* +4.6* +6.6* 6.1.Overall Performance The average score of all markets surveyed in Germany is 83.9, which is above the EU28 average (+3.7). The average goods markets score is 84.7 and the average services markets score is 83.4, which are both above the EU28 average, by 2.0 and 4.7 points respectively. Germany ranks among the top three EU28 countries for two goods markets: Meat and meat products and Furniture and furnishings, and three services markets: Mobile telephone services, Offline gambling and lottery services, and TV-subscriptions EUR 26 EN

27 The overall score of Germany has remained stable since 2015, despite a decrease in the average score of the goods () markets. The overall services markets average has remained stable since Goods Markets The top three goods markets in Germany in terms of the score are mall household appliances, pectacles and lenses, and Furniture and furnishings ; while New cars, econd hand cars, and Personal care products are the three poorest performing goods markets. Of the 15 goods markets surveyed in Germany, 10 perform better than the EU28 average. The top three are econd hand cars (+6.3), Meat and meat products (+3.9) and Furniture and furnishings (+3.2). The remaining five goods markets in Germany score in line with the EU28 average. Of the seven goods markets surveyed in both 2015 and 2017, only the market for Meat and meat products () improved since Two markets decreased in their, namely Electronic products (-1.6) and New cars (-2.1). Eleven out of the 15 goods markets that were surveyed in both 2013 and 2017 have improved since The markets for Furniture and furnishings (+6.0), Fuel for vehicles (+5.9) and Electronic products (+5.2) improved the most since 2013, while only the Clothing and footwear (-1.1) market saw a decrease in its score over the same period. The comparability, trust and problems & components perform better than the EU28 average. The score for the choice component is lower than the EU28 average, while the expectations component scores in line with the EU28 average. Furthermore, the proportion of persons who experienced problems and the proportion of persons who complained as a result of the problems experienced are both lower in this country compared to the EU28 average. However, the level of in this country is higher in comparison to the EU28 average. Only the problems & component shows an increased score since Overall, the goods markets decreased in score since 2015 in the comparability, expectations and choice components, while the trust component score remained stable over the same period. Furthermore, the proportion of persons who experienced problems decreased since 2015, while the proportion of persons who complained as a result of the problems experienced and the level of both remained stable over the same period. In terms of market performance on a single component, the best scoring goods markets in Germany, compared to the EU28 average, are: econd hand cars ( points), Meat and meat products ( points), Fuel for vehicles ( points), Clothing and footwear ( points), and Furniture and furnishings ( points), all scoring highest on the trust component. The lowest scoring goods markets are: New cars ( on expectations), Dairy products ( on choice), Alcoholic drinks ( on choice), Personal care products ( on choice), and Clothing and footwear ( on choice). ince 2015, the Meat and meat products market in Germany has improved the most on two components, namely problems & ( points) and trust ( points). The next most improved markets are ICT products ( points), econd hand cars ( points) and Fuel for vehicles ( points), with all three scoring highest on problems &. By contrast, the worse performing market since 2015 has been New cars, both on the expectations ( points) and the comparability ( points) components. This is followed by the markets Electronic products ( on expectations and on choice) and Fuel for vehicles ( on choice). 6.3.ervices Markets The three leading services markets in Germany in terms of the score are TVsubscriptions, Gas services, and Mobile telephone services. The worst performing markets are Real estate services, Investment products, private personal pensions and securities and Private life insurance EUR 27 EN

28 Of the 25 services markets in Germany, 23 score above the EU28 average in terms of their, with the TV-subscriptions (+8.1), Mobile telephone services (+7.9) and Internet provision (+7.8) markets showing the best scores. As with the goods markets, the remaining two services markets in Germany score in line with the EU28 average. Only the market for TV-subscriptions () has improved since Five out of the 23 services markets surveyed in both 2015 and 2017 showed a drop in their score since 2015, with the largest decreases in the Holiday accommodation (-2.3), Loans, credit and credit cards (-1.9) and Airline services (-1.7) markets. All 25 services markets surveyed in both 2017 and 2013, with the exception of Vehicle rental services, have improved since The best improvers are the Gas services (+8.7), Train services (+8.1) and Postal services (+7.4) markets. All German component scores are higher in comparison to the EU28 average. In addition, the goods markets in Germany have a lower than average proportion of persons who experienced problems and a lower proportion of persons who complained as a result of the problems experienced, while the goods markets level of in Germany is in line with the EU28 average. Compared to 2015, the problems & component score increased, while the choice, expectations and trust scores decreased. The comparability component score remained stable since In addition, the German services markets have a lower proportion of persons who experienced problems and a lower proportion of persons who complained as a result of the problems experienced, as well as a lower level of, compared to Compared to the EU28 average, the top scoring services market on a single component in Germany is Train services ( on choice), followed by the markets for: Water supply ( on choice), Mobile telephone services ( on trust), Real estate services ( on trust) and TV-subscriptions ( on trust). Conversely, the lowest scoring services market on a specific component compared to the EU28 average is the one for Holiday accommodation, scoring 0.3 points below the EU28 average on choice and 0.2 points below the EU28 average on expectations. The next lowest scoring services markets are the Personal care services ( both on expectations and on choice) and Airline services ( on expectations). The most improved services market on a single component, since 2015, has been the market for Packaged holidays and tours (scoring points on problems & ). The others in line are the Mobile telephone services, Postal services, Tram, local bus, metro, and underground services and Investment products, private personal pensions and securities markets, all scoring points each on problems &. The markets with the greatest decrease on a specific component since 2015 are: Holiday accommodation ( on expectations), Real estate services ( on expectations and on comparability), Loans, credit and credit cards ( on expectations), Vehicle maintenance and repair services ( on expectations). Difference with EU28 5 Top markets (compared to EU28 average) & 54 TV-subscriptions +8.1* * * -14.3* * -48.2* * * 33 Mobile telephone services +7.9* * * -16.7* -2.1 * +16.1* * * 34 Internet provision +7.8* * * -19.3* * -75.5* * * 36 Train services +7.5* * * -9.5* * * -2.3 * * 46 Electricity services +7.2* * * -7.3* -1.3* * * * 5 Bottom markets (compared to EU28 average) & 19 Personal care products -0.0 * -2.0* * * -4.3 * * 22 Personal care services * * -1.6* * * * 55 Dairy products -0.0 * -3.5* +1.8 * * * 6 Alcoholic drinks * +2.0* * * 39 Holiday accommodation -0.0 * -4.5* * -51.6* * * 2017 EUR 28 EN

29 Difference with 2015 Improved most since 2015 & 54 TV-subscriptions * * -5.1* -2.7* * -46.9* Meat and meat products * +0.0 * -6.1* -1.2 * Investment products, private * * personal pensions and 51 Mortgages * -1.5* * +29.5* 33 Mobile telephone services * -2.1 * +13.4* Deteriorated most since 2015 & 39 Holiday accommodation -2.3* * -2.8* -1.8 * -50.2* * * 15 New cars -2.1* * * Loans, credit and credit cards -1.9* * * * * 37 Airline services -1.7* * * -4.2* -0.0 * +8.3 * * 10 Electronic products -1.6* * * * 2017 EUR 29 EN

30 Monitoring consumer markets in the European Union ETONIA G O O D E R V I C E per market Non-prescription medicines Personal care products House and garden maintenance products mall household appliances Meat and meat products Furniture and furnishings Fixed telephone services Loans, credit and credit cards Tram, local bus, metro, and underground services Holiday accommodation Mobile telephone services Packaged Holidays and Tours Offline gambling and lottery services Vehicle maintenance and repair services Investment products, private personal pensions and securities & All markets Alcoholic drinks Dairy products pectacles and lenses Electronic products Fuel for vehicles ICT products All goods markets New cars Clothing and footwear econd hand cars Bank accounts Personal care services Train services Vehicle insurance Postal ervices Home insurance Gas services Internet provision Electricity services All services markets TV-subscriptions Airline services Private Life Insurance Water supply Vehicle rental services Mortgages Real Estate ervices * +4.9* +3.4* -1.6* +1.6* * +3.4* * +3.4* +2.1* -0.8* * * * * +17.5* +14.6* -8.3* +3.1* -6.6* +7.4* +2.3* +5.9* +3.8* -2.1* +1.8* -1.7* +4.8* * +2.1* +4.5* +2.8* +2.3* +4.0* +5.5* +4.7* +6.6* +2.8* +4.0* +2.4* +5.8* +4.9* -4.5* +2.4* -2.1* +6.7* +4.5* +6.6* * +6.2* +4.9* +3.5* -4.2* +3.0* +5.3* +5.1* +5.2* * * +2.1* * +8.4* +6.2* +3.9* +6.8* +2.5* * +8.6* +6.6* * +7.5* +5.9* * +4.8* * +4.5* * +4.2* -2.0* -1.8* * +4.4* -2.9* * +3.6* -2.0* * +7.5* +4.3* * * +4.9* -3.2* -2.2* +3.2* +5.4* +2.3* +2.0* * +4.0* +2.1* * +3.7* +6.3* +1.9* -2.5* +2.7* * * +5.9* +3.8* -4.1* * +9.6* * +2.1* +4.5* +2.3* -2.6* +2.4* * * +4.9* +2.6* -3.2* +2.1* * -2.2* +2.5* * +2.2* * -3.1* -5.7* * * +5.9* * +2.4* -2.4* +2.4* * * +4.3* +2.5* -3.1* +2.6* +2.2* Country- EU * +3.2* +2.3* +2.0* +3.7* +1.9* +2.2* -4.5* +3.5* +5.5* +8.2* +5.5* +7.6* +1.7* +7.1* +5.0* +4.6* +3.9* +3.6* * Overall Performance The average score of all markets surveyed in Estonia is 83.6, which is above the EU28 average (+3.4). The goods markets score is 83.7 and the services markets score is 83.5, which are both higher than the EU28 average, by 1.0 and 4.8 points respectively. Estonia ranks among the top three EU28 countries for two goods markets, namely "Alcoholic drinks" and "Non-prescription medicines", and 10 services markets. It is ranked first for two of the services markets, namely "Train services" and "Loans, credit and credit cards. The overall score of Estonia increased by 2.1 points since 2015, driven by an increase in both the overall services (+2.3) and goods () markets score EUR 30 EN

31 7.2.Goods Markets The three best performing goods markets in Estonia in terms of the score are Nonprescription medicines, Alcoholic drinks, and Dairy products. At the other end of the spectrum are the econd hand cars, Clothing and footwear, and Furniture and furnishings markets. Of the 15 goods markets surveyed in Estonia, nine markets score above the EU28 average in terms of their, with the markets for Non-prescription medicines (+4.7), Fuel for vehicles (+3.7) and Alcoholic drinks (+3.3) showing the best scores in relation to the EU28. Three of the 15 goods markets, however, score below the EU28 average in terms of their score, namely the Clothing and footwear (-5.7), econd hand cars (-4.5) and Furniture and furnishings (-1.8) markets. Compared to 2015, two out of the seven goods markets surveyed in both 2015 and 2017 increased in their score, while none decreased over the same period. The largest increase is observed for the market of Non-prescription medicines (+2.7). Out of the 15 goods markets surveyed in both 2013 and 2017, 13 markets increased in their score since 2013, with the markets for House and garden maintenance products (+6.6), Fuel for vehicles (+5.5) and Non-prescription medicines (+4.9) increasing the most. No goods markets have decreased in their score since Estonian goods markets score better than the EU28 average in terms of the trust, expectations and choice components, while the comparability component scores worse. The problems & component scores in line with the EU28 average. In addition, the overall proportion of persons who experienced problems and the level of separately are also in line with the EU28 average for the goods markets. The proportion of persons who complained as a result of the problems experienced, however, is lower in comparison to the EU28 average. Overall, in terms of component scores, the goods markets have shown an increase in trust and choice since The components for expectations, comparability and problems & did not change over the same period. The goods markets show no change in the proportion of persons who experienced problems or the proportion of persons who complained as a result of the problems experienced since 2015, but the overall level of has increased over the same period. Compared to the EU28 average, the highest scoring goods market for a single component in Estonia is the Non-prescription medicines market ( on both choice and trust), followed by the markets for Fuel for vehicles ( on both expectations and choice) and Dairy products ( on choice). Conversely, the lowest scoring market, compared to the EU28 average, is econd hand cars (-1.4 on trust and on comparability), followed by Clothing and footwear (-1.3 on comparability and on trust) and Furniture and furnishings (-0.8 on comparability) markets. In terms of market performance on a single component, the market for econd hand cars ( on choice) in Estonia has improved the most since The markets showing the next highest improvements are Non-prescription medicines ( on both choice and comparability), ICT products ( on comparability) and Fuel for vehicles ( on trust). By contrast, the market in Estonia that has seen the largest decrease on a specific component since 2015 is Meat and meat products ( on comparability), followed by the econd hand cars market ( on problems & ). 7.3.ervices Markets The top three services markets in Estonia in terms of the score are Bank accounts, Personal care services and Train services, while Investment products, private personal pensions and securities, Real estate services and Mortgages are at the bottom end of the list. Of the 25 services markets surveyed in Estonia, 20 score above the EU28 average in terms of their, with Train services (+10.5), Bank accounts (+10.1) and Fixed telephone 2017 EUR 31 EN

32 services (+9.6) scoring the highest. None of the 25 services markets surveyed in Estonia score below the EU28 average. Fourteen of the 23 services markets surveyed in both 2015 and 2017 have increased in their score since 2015 and none of the Estonian services markets have decreased over the same period. The Vehicle maintenance and repair services market (+5.1) improved the most, followed by the markets for Internet provision (+4.9) and Home insurance (+4.5). In comparison to 2013, out of the 25 services markets surveyed in both 2013 and 2017, 23 have increased since 2013 while none decreased over the same period. The market for Electricity services (+17.5) stands out with the largest increase, while the second and third best increases are observed for the markets Tram, local bus, metro, and underground services (+8.6) and Train services (+8.4). All component scores for the services markets are above the EU28 average. In addition, the proportion of persons who experienced problems and the proportion of persons who complained as a result of the problems experienced, as well as the level of, are lower than the EU28 average. All components, with the exception of problems &, have, on average, improved for the services markets since Furthermore, the proportion of persons who experienced problems and the proportion of persons who complained as a result of the problems experienced, as well as the level of, remained stable since When looking at the services markets in Estonia that perform best on a single component, compared to the EU28 average, the Bank accounts market has the highest score (+1.8 on trust). The markets next in line are: Fixed telephone services ( on trust), Loans, credit and credit cards ( on trust), and Train services ( on trust and on expectations). On the opposite side of the scale, the services market that scores lowest on a specific component, compared to the EU28 average, is the Offline gambling and lottery services market ( on expectations), followed by the markets on Investment products, private personal pensions and securities ( on expectations), Airline services ( on choice) and Packaged holidays and tours ( on comparability). In comparison with 2015, the services market for Home insurance in Estonia has improved the most on a single component ( on both comparability and trust), followed by the Bank accounts ( on trust), Gas services ( on choice) and Electricity services ( on trust) markets. By contrast, the Vehicle rental services market has the lowest score on a specific component since 2015 ( on problems & ). The Holiday accommodation market is the other lowest scoring market ( points) in Estonia, also on the problems & component. Difference with EU28 5 Top markets (compared to EU28 average) & 36 Train services +10.5* * * -11.5* * -32.5* * * 26 Bank accounts +10.1* * +1.8* -7.2* * -50.8* * * 32 Fixed telephone services +9.6* * * -9.7* -1.4* * -21.4* * * 58 Loans, credit and credit cards +8.2* * * -7.1* -3.5* * -61.9* * * Tram, local bus, metro, and * * * -8.7* * * * underground services 5 Bottom markets (compared to EU28 average) & 7 Clothing and footwear -5.7* -1.3* * +6.4* +0.0 * -16.6* * * 16 econd hand cars -4.5* * -1.4* -26.7* * * 9 Furniture and furnishings -1.8* -0.8* * * Investment products, private * -0.0 * -66.3* * personal pensions and 38 Vehicle rental services EUR 32 EN

33 Improved most since 2015 Vehicle maintenance and * * * -5.0* * -8.9 * * repair services 34 Internet provision +4.9* * * -5.9* * * * 29 Home insurance +4.5* * * * * 58 Loans, credit and credit cards +3.9* * * -2.5* -2.7 * * 26 Bank accounts +3.7* * * * * * Deteriorated most since 2015 Difference with 2015 & & 30 Vehicle insurance Meat and meat products * New cars Vehicle rental services +5.0* * Fuel for vehicles * EUR 33 EN

34 8. IRELAND per market & All markets * +3.7* * Country- EU28 * G O O D Dairy products Alcoholic drinks Personal care products mall household appliances pectacles and lenses Electronic products Non-prescription medicines Fuel for vehicles All goods markets House and garden maintenance products New cars Furniture and furnishings Meat and meat products Clothing and footwear ICT products econd hand cars * +3.8* +3.3* * * +3.3* +1.7* +7.9* +5.8* * +3.5* +3.7* +2.5* +2.3* +3.5* +2.5* +4.6* +6.5* +7.3* +2.4* * +4.2* * * +2.6* * +1.8* -2.0* * -2.4* +2.4* +1.7* * * +1.6* +3.0* +2.1* * +2.2* -2.2* +3.2* -5.3* +1.6* E R V I C E Personal care services Holiday accommodation Packaged Holidays and Tours Postal ervices Airline services Electricity services Home insurance Gas services Offline gambling and lottery services Vehicle rental services Loans, credit and credit cards Vehicle maintenance and repair services All services markets Bank accounts Train services Fixed telephone services Private Life Insurance Tram, local bus, metro, and underground services Mobile telephone services Vehicle insurance TV-subscriptions Water supply Investment products, private personal pensions and securities Internet provision Real Estate ervices Mortgages * +1.6* +2.6* +2.0* +4.1* +2.4* +2.4* +2.6* +3.5* +5.1* +7.0* +6.0* * +3.9* * +5.3* -2.9* +2.7* +2.8* * +5.9* * +3.6* * +10.5* -3.0* * +2.5* +2.6* * +4.8* -2.3* +3.2* * -7.0* +3.0* -4.4* * +5.1* +2.9* * +6.9* +7.9* * +7.1* -2.1* +2.9* +1.7* -1.8* +2.5* +1.8* -2.9* * +5.1* -2.2* -2.5* -1.7* * * -2.1* +3.6* -11.6* -2.8* * +2.6* * * * -2.6* -3.6* -3.6* -8.6* -6.5* * -6.5* +3.7* -3.4* -4.5* +2.6* -11.2* -6.9* * -4.6* * 8.1.Overall Performance The average score for all markets surveyed in Ireland is 79.5, which is below the EU28 average (). The goods markets score is 84.4, which is above the EU28 average by 1.6 points, while the services markets figure of 76.6 is 2.1 points below the EU28 average. Ireland ranks among the top three EU28 countries for the New cars market, but among the bottom three countries for the Vehicle insurance and Internet provision markets. The overall score of Ireland has remained stable since 2015, despite a 1.1 point increase in the overall for the goods markets. The overall services markets average has remained stable since EUR 34 EN

35 8.2.Goods Markets The top three performing goods markets in Ireland in terms of the score are Dairy products, Alcoholic drinks and Personal care products. The bottom three goods markets are econd hand cars, ICT products and Clothing and footwear. Irish goods markets are at a similar level to, or above, the EU28 average. Nine markets are above average, led by the Dairy products (+4.2) market, and followed by the New cars (+3.7) and Fuel for vehicles (+2.7) markets. Out of the seven markets goods markets survey in both 2015 and 2017, two markets have improved since 2015, with the largest increase for the New cars (+2.3) market, followed by the Fuel for vehicles (+1.7) market. Compared to 2013, 12 out of the 15 goods markets surveyed in both 2013 and 2017 improved, led by Fuel for vehicles (+7.9), Meat and meat products (+6.5) and econd hand cars (+4.7). There were no decreases in performance of the individual goods markets since 2015 or The goods markets average scores for the trust, comparability, choice and expectations components are all above the EU28 average. In addition, the level of is lower, but when looking at problems & combined, the goods markets average score is lower than the EU28 average. The proportion of persons who experienced problems as well as the proportion of persons who complained as a result of the problems experienced are also higher than the EU28 average. The average comparability, choice and expectations component scores for the goods markets all increased since 2015, while the trust and problems & component scores remained stable. In addition, the overall level of decreased since 2015, while the proportion of persons who experienced problems as well as the proportion of persons who complained as a result of the problems experienced remained stable over the same period. When looking at the goods markets that score the highest on a specific component, compared to the EU28 average, the Fuel for vehicles market emerges as the leader with 0.8 points above the EU28 average on the expectations component. The markets that score the next highest on a specific component in comparison to the EU28 average are New cars ( on expectations), Dairy products ( on trust and on choice) and econd hand cars ( on expectations). The goods markets that score the worst on a specific component, in comparison to the EU28 average, are the pectacles and lenses, ICT products and econd hand cars markets. The pectacles and lenses market scores the lowest, in comparison to the EU28 average, on both the comparability and choice components, with respectively and points. The ICT products market scores points below the EU28 average on the problems & component. The econd hand cars market scores points below the EU28 average on both the problems & and trust components. In comparison to all goods markets in Ireland, the Fuel for vehicles market has improved the most on a single component ( on expectations and on trust) since The next goods markets in this ranking are New cars ( on choice), Non-prescription medicines ( on comparability) and econd hand cars ( on choice). There is no goods market in Ireland that has registered a decrease on a specific component since ervices Markets The top three services markets in Ireland in terms of the score are Personal care services, Holiday accommodation and Packaged holidays and tours, while Mortgages, Real estate services and Internet provision are at the bottom end of the list. Of the 25 services markets surveyed, only four services markets are above the EU28 average, led by Electricity services (+5.1), Postal services (+2.6) and Holiday accommodation (+1.8). Of the other markets, 13 markets are below the EU28 average, with Vehicle insurance (-8.6) lowest in relation to the EU28 average, followed by Mortgages (-7.3) and Internet provision (-6.9) EUR 35 EN

36 Out of the 23 services markets surveyed in both 2015 and 2017, four services markets have improved since 2015, led by the markets Water supply (+5.1), Vehicle rental services (+2.7) and Packaged holidays and tours (+2.0). Four markets have declined over the same period, with the largest decreases for the Vehicle insurance (-10.2), TV-subscriptions (-4.4) and Train services (-3.0) markets. Of the 25 services markets surveyed in both 2013 and 2017, 16 services markets improved since 2013, led by the markets for Bank accounts (+11.5), Loans, credit and credit cards (+8.2) and Electricity services (+7.0). The market for Vehicle insurance (-7.0) is the only market that has decreased in terms of its score since Compared to the EU28 average, the comparability, trust, choice and problems & components perform worse. However, the expectations component scores above the EU28 average. Furthermore, the proportion of persons who experienced problems and the proportion of persons who complained as a result of the problems experienced in Ireland are higher than average, while the level of is lower in comparison to the EU28 average. The services markets show a general decrease compared to 2015 in the comparability and trust components, while the expectations, choice and problems & components all remained stable over the same period. In addition, the level of decreased, but the proportion of persons who experienced problems and the proportion of persons who complained as a result of the problems experienced remained stable since In comparison to the EU28, the Electricity services market scores highest on both the expectations ( points) and trust ( points) components, followed by the Postal services market ( on both trust and expectations). The market for Train services scores points higher than the EU28 average on the expectations component. The five markets that score lowest on a specific component in comparison to the EU28 average, are: Vehicle insurance (-1.5 on comparability), Water supply (-1.5 on choice), Train services (-1.4 on choice and -1.3 on comparability), and Mortgages (-1.4 on choice). In comparison to all services markets in Ireland, the Water supply market has improved the most since 2015 on three different components, namely on choice and trust (both ) and on expectations (). The other market that saw an improvement since 2015 is Vehicle rental services, scoring points on comparability and points on choice. In contrast, the Vehicle insurance market shows the highest decline since 2015 on four different components, namely comparability (-1.4 points), trust and choice (both -1.3), and expectations (-0.8 points). The next lowest scoring market is TV-subscriptions, which scores lowest ( points) on the comparability component. Difference with EU28 5 Top markets (compared to EU28 average) & 46 Electricity services +5.1* * -3.5* * +12.3* * * 55 Dairy products +4.2* * * * +18.3* * * 15 New cars +3.7* * * +5.5* -2.2* +3.5 * * 17 Fuel for vehicles +2.7* * * * 31 Postal ervices +2.6* * * -2.9* * * 5 Bottom markets (compared to EU28 average) & 30 Vehicle insurance -8.6* -1.5* -1.1* +6.5* * * 51 Mortgages -7.3* -0.9* * +3.5* -3.9 * -1.4* 34 Internet provision -6.9* -0.9* * +16.3* * * +4.8* * * 45 Water supply -6.5* * * +8.0* -1.1* * * 54 TV-subscriptions -6.5* -0.8* * +8.9* * +9.8* * -1.2* 2017 EUR 36 EN

37 Difference with 2015 Improved most since 2015 & 45 Water supply +5.1* * * * 38 Vehicle rental services +2.7* * +4.5 * * 15 New cars +2.3* * +5.6 * * 40 Packaged Holidays and Tours +2.0* * * * 16 econd hand cars * +13.2* * Deteriorated most since 2015 & 30 Vehicle insurance -10.2* -1.4* -1.3* +5.3* * * -1.3* 54 TV-subscriptions -4.4* * * * * 36 Train services -3.0* * Tram, local bus, metro, and * * +5.7* -0.0 * -0.9 underground services 34 Internet provision -2.0 * * EUR 37 EN

38 Monitoring consumer markets in the European Union GREECE G O O D Investment products, private personal pensions and securities E R V I C E per market Personal care products Furniture and furnishings Non-prescription medicines mall household appliances House and garden maintenance products Meat and meat products Clothing and footwear Personal care services Vehicle rental services Packaged Holidays and Tours Holiday accommodation Offline gambling and lottery services Fixed telephone services Tram, local bus, metro, and underground services Vehicle maintenance and repair services Mobile telephone services Loans, credit and credit cards & All markets Electronic products Dairy products pectacles and lenses Alcoholic drinks ICT products All goods markets econd hand cars New cars Fuel for vehicles Airline services Postal ervices Gas services TV-subscriptions Private Life Insurance Vehicle insurance Home insurance Train services All services markets Real Estate ervices Internet provision Mortgages Bank accounts Water supply Electricity services * +4.1* -1.4* * -1.8* +2.5* -3.9* -2.0* -5.0* -2.1* +9.7* +2.1* -7.6* +6.7* -3.0* * * +1.6* -1.4* -1.9* -2.5* -3.2* +3.9* +4.7* +5.0* -4.4* * -3.3* * * +1.7* +3.1* +4.0* +4.6* +2.4* +5.9* +5.6* -3.4* +3.1* +4.4* * * +1.7* +3.6* -1.6* +3.5* -2.0* +2.4* +2.3* +4.6* -2.3* +2.2* -1.3* +2.1* * +3.9* +4.1* +5.2* * +1.8* +1.9* +4.0* +2.1* +4.5* +6.3* -3.5* +2.2* -2.1* +4.7* +2.9* +6.4* +3.6* +3.1* +2.5* +2.9* -2.7* -5.8* +3.4* +3.7* * -1.7* +2.2* +2.3* -1.9* +3.6* -2.2* +2.4* * +4.9* * -2.6* +4.0* +2.2* +2.2* * -1.6* +4.5* * -1.1* * +2.6* * -4.9* * -1.2* +2.9* +2.9* -1.1* +6.6* -2.5* +2.6* +2.8* -4.2* * -2.8* -7.8* +2.9* -2.0* +2.1* +3.2* -3.2* -2.6* * * * +3.2* * -0.8* * -4.0* -1.7* +2.8* -1.7* +3.7* -1.6* +4.7* -4.1* -1.9 Country- EU28-1.4* -2.2* -2.8* -1.2* -1.9* -4.1* * * +2.0* -2.1* * -8.0* * +5.5* +4.2* -6.8* -3.1* -7.5* 9.1.Overall Performance The average performance of markets surveyed in Greece is 79.0, which is below the EU28 average (-1.2). The goods markets score is 80.8, and the services markets score is 77.9, which are both lower than the EU28 average, by 1.9 and 0.8 points respectively. Greece ranks among the bottom three EU28 countries for two goods markets: Fuel for vehicles and mall household appliances, and two services markets: Loans, credit and credit cards and Holiday accommodation EUR 38 EN

39 The overall score of Greece has improved with 0.8 points since 2015, due to an increase in both the goods () and the services () markets average. 9.2.Goods Markets The leading three goods markets in Greece in terms of the score are Electronic products, Dairy products, and pectacles and lenses. The markets for Fuel for vehicles, Clothing and footwear and New cars are at the other end of the spectrum. Of the 15 goods markets surveyed in Greece, only the econd hand cars (+4.9) market scores above the EU28 average in terms of its score, and only two markets, the Electronic products and the Meat and meat products markets, score in line with the EU28 average. All other markets score below the EU28 average in terms of their score, with the Fuel for vehicles (-7.8) market performing worst in this respect, followed by the Clothing and footwear (-4.2) and mall household appliances (-4.1) markets. Two out of the seven goods markets surveyed in both 2015 and 2017 have improved since 2015, with the Meat and meat products (+4.1) market taking the lead, followed by the econd hand cars (+3.6) market. The New cars market is the only goods market that has declined in its score since 2015 (-1.4). Out of the 15 individual goods markets surveyed in both 2013 and 2017, two show an increase in their score since 2013: Dairy products (+1.6) and Electronic products (). Four out of the 15 individual goods markets, however, show a decrease in their score over the same period. The three worst performing goods markets compared to 2013 are: the Clothing and footwear (-3.2), New cars (-2.5) and mall household appliances (-1.9) markets. Compared to the EU28 average, the goods markets have lower scores in the comparability, trust, expectations and choice components. The Greek goods markets do, however, score marginally better than the EU28 average in terms of the problems & component. In addition, Greek services markets have a lower proportion of persons who experienced problems and a lower proportion of persons who complained as a result of the problems experienced in comparison to the EU28 average, while the level of is higher than average. For the overall component scores, there are increases in comparability and trust since The expectations, choice and problems & component scores did not change since In addition, there is an overall decrease in the proportion of persons who complained as a result of the problems experienced since 2015, while the proportion of persons who experienced problems and the level of both remained stable over the same period. When looking at market performance on a specific component, compared to the EU28 average, the econd hand cars market in Greece scores highest on three components, namely trust ( points), comparability ( points), and problems & ( points). The next highest scoring goods market in Greece is Electronic products, which scores 0.3 points higher on problems & and 0.2 points higher on trust. On the opposite end of the scale, the lowest scoring services market in comparison to EU28 averages is the Fuel for vehicles market, scoring lowest on three components, namely trust (-1.4 points), expectations (-0.9 points), and comparability ( points). The next lowest scoring goods markets are Clothing and footwear (-0.8 on trust) and mall household appliances ( on choice). The econd hand cars market in Greece is also the goods market that has improved the most since 2015 on a specific component. The market scores points on trust and points on comparability. The next most improved market is Meat and meat products, scoring best on three components, namely trust ( points), comparability ( points) and expectations ( points). Not a single goods market in Greece registered a decline since 2015, in terms of market performance on a specific component. 9.3.ervices Markets The top three Greek services markets in terms of the score are Personal care services, Airline services, and Vehicle rental services. The three worst performing markets are Electricity services, Loans, credit, and credit cards and Water supply EUR 39 EN

40 Of the 25 services markets surveyed in Greece, eight score above the EU28 average in terms of their, with the best scoring markets being Investment products, private personal pensions and securities (+5.6), Real estate services (+3.6) and Vehicle rental services (+2.2) markets. Conversely, 11 markets score below the EU28 average in terms of their score, with the lowest scoring services markets being the Loans, credit and credit cards (-8.0), followed by Electricity services (-7.5) and Water supply (-4.9) markets. Out of the 23 services markets surveyed in both 2015 and 2017, 10 have shown an increase since The greatest increase in terms of, can be seen in the Mortgages (+9.7) market, followed by the Gas services and Private life insurance (both +3.9) markets. On the other hand, six out of the 23 services markets surveyed in both 2015 and 2017 have declined in terms of their score since 2015, led by the Vehicle maintenance and repair services (- 5.0), the Fixed telephone services (-3.9) and the Loans, credit and credit cards (-2.3) markets. Compared to 2013, eight out of the 25 services markets surveyed in both 2013 and 2017 have shown an increase in their, led by the Offline gambling and lottery services (+5.0), Gas services (+4.7) and Electricity services (+4.1) markets. ince 2013, there has been a decline in the for four out of the 25 services markets surveyed in both 2013 and This decline is greatest for the Fixed telephone services (-4.4) market, followed by the Internet provision (-3.3) and Vehicle maintenance and repair services (-3.0) markets. Compared to the EU28 average, the Greek services markets score better in the comparability and problems & components, while scoring worse in the trust, expectations and choice components. Furthermore, a lower proportion of persons who experienced problems and a lower proportion of persons who complained as a result of the problems experienced are shown in comparison to the EU28 average, while the level of is higher than average. In terms of performance at component level, the overall scores of the Greek services markets have improved since 2015 for the comparability, trust, choice, and problems & components. The remaining component score for expectations remained stable over the same period. In addition, the proportion of persons who complained as a result of the problems experienced also decreased since 2015 for the Greek services markets. The proportion of persons who experienced problems and the level of remained stable over the same period. In relation to the EU28 average, the highest scoring services market on a specific component is the Investment products, private personal pensions and securities market, scoring higher on both comparability ( points) and trust ( points) in comparison to the EU28 average, followed by the markets Real estate services ( on trust), Vehicle rental services ( on trust) and Gas services (0.5 on trust). The lowest scoring services market on a single component in comparison to the EU28 average is the Loans, credit and credit cards market, scoring lowest on three components, namely trust (-1.4 points), choice ( points) and expectations (-0.9 points). The next lowest scoring market is the Electricity services market, scoring -1.1 points below the EU28 average on expectations and points below the EU28 average on trust. In terms of market performance on a single component, the services market for Mortgages in Greece has the highest improvement since 2015 for three components, namely trust (+1.9 points), choice ( points), and comparability ( points). The two markets that show the next highest improvements are the markets for Private life insurance and TV-subscriptions, both scoring on the trust component. The services market showing the greatest decrease on a specific component since 2015 is the Vehicle maintenance and repair services market, which scores -0.8 on comparability, on trust and on choice. The services market showing the next greatest decrease since 2015 is the Fixed telephone services market ( points on both trust and choice) EUR 40 EN

41 5 Top markets (compared to EU28 average) Difference with EU28 & Investment products, private * * * -2.3* +1.8* * * personal pensions and 16 econd hand cars +4.9* * * -7.9* * +3.3 * * 20 Real Estate ervices +3.6* * * -4.1* +1.8* * 38 Vehicle rental services +2.2* * * -4.4* +1.9* * 47 Gas services +2.1* * * -1.9* +2.1* * * 5 Bottom markets (compared to EU28 average) & 58 Loans, credit and credit cards -8.0* * -1.4* * * 17 Fuel for vehicles -7.8* * -1.4* +5.8* * * * * 46 Electricity services -7.5* * * * -1.1* -0.9* 45 Water supply -4.9* * +4.3* * * -15.4* -0.8* 7 Clothing and footwear -4.2* * -0.8* -5.2* * * * Difference with 2015 Improved most since 2015 & 51 Mortgages +9.7* * +1.9* -5.3* * -5.5 * * 2 Meat and meat products +4.1* * * -4.7* * * * 47 Gas services +3.9* * * -2.6 * -35.5* * * 52 Private Life Insurance +3.9* * * -3.1* +3.4 * 16 econd hand cars +3.6* * * * Deteriorated most since 2015 & Vehicle maintenance and * -0.8* * +3.4* * -21.5* * * repair services 32 Fixed telephone services -3.9* * * * * 58 Loans, credit and credit cards -2.3* +0.0 * * 34 Internet provision -2.1* * * Tram, local bus, metro, and * * +6.7 underground services 2017 EUR 41 EN

42 Monitoring consumer markets in the European Union PAIN G O O D E R V I C E per market Personal care products mall household appliances Non-prescription medicines Furniture and furnishings House and garden maintenance products Clothing and footwear Meat and meat products Personal care services Holiday accommodation Packaged Holidays and Tours Offline gambling and lottery services Vehicle rental services Tram, local bus, metro, and underground services Vehicle maintenance and repair services Loans, credit and credit cards Investment products, private personal pensions and securities Fixed telephone services Mobile telephone services & All markets pectacles and lenses Dairy products Alcoholic drinks Electronic products All goods markets ICT products New cars Fuel for vehicles econd hand cars Vehicle insurance Airline services Postal ervices Train services Home insurance Private Life Insurance All services markets TV-subscriptions Water supply Gas services Internet provision Real Estate ervices Bank accounts Mortgages Electricity services * * * * +3.7* +2.6* +3.5* +3.1* +4.6* * +6.5* * * +2.3* +3.4* * +3.7* * * +6.4* * +5.0* * * * -2.9* * * * +7.0* -3.8* * * +1.9* * * * +2.0* -1.9* +3.7* * * -4.1* +3.1* -9.8* -10.9* +6.7* +5.8* -3.7* -3.6* -4.7* -13.7* *-14.4* +2.8* * +1.9* * * -3.5* -5.4* -2.2* * -3.1* * -6.0* +3.6* -5.9* -3.1* +1.8* +3.3* +2.4* +2.7* -3.0* -2.2* * -2.6* -2.1* -2.3 * +2.0* * * -5.4* -7.2* -7.5* -3.4* -11.2* -2.4* -8.2* Country- EU28-1.2* -1.4* -2.5* -2.6* -2.6* -2.5* -2.3* -1.9* -1.5* -4.5* -2.7* -5.0* * -3.5* -2.0* -6.4* -3.9* -2.2* -3.5* -6.3* -4.7* -7.4* -9.8* -8.9* -8.8* -7.3* -4.9* -12.1* -16.8* +4.6* -14.4*-18.1* Overall Performance The average performance of all markets surveyed in pain is 74.8, which is below the EU28 average (-5.4). The goods markets score is 80.4 and the services markets score is 71.5, which are both below the EU28 average, by 2.3 and 7.2 points respectively. pain ranks among the bottom three EU28 countries for three goods markets, namely the ICT products, New cars and Non-prescription medicines markets, and 16 services markets. The overall score of pain has increased by 0.7 points since Both the overall score of the goods () and services () markets has improved since EUR 42 EN

43 10.2. Goods Markets The top three goods markets in pain in terms of the score are the pectacles and lenses, Dairy products and Alcoholic drinks markets. The markets for econd hand cars, Fuel for vehicles and New cars are the bottom three. Of the 15 goods markets in pain, 13 score below the EU28 average in terms of their score. The worst performing goods markets compared to the EU28 average are the Fuel for vehicles (-5.0), ICT products (-4.5) and House and garden maintenance products (-3.1) markets. The remaining two markets, pectacles and lenses and Dairy products, score in line with the EU28 average in terms of their score. Of the seven goods markets surveyed in both 2015 and 2017, two show an increase since 2015: The Fuel for vehicles (+5.2) and the ICT products (+3.1) markets. Only one goods market, the Meat and meat products (-2.0) market, has declined in its score since In comparison to 2013, six out of the 15 goods markets surveyed in both 2013 and 2017 have increased in their, headed by the Fuel for vehicles (+6.5), ICT products (+4.6) and Alcoholic drinks (+3.7) markets. None of the goods markets scores have decreased since Compared to the EU28 average, the goods markets perform, on average, worse in all of the components. In addition, the goods markets have a higher proportion of persons who experienced problems and a higher proportion of persons who complained as a result of the problems experienced, as well as a higher level of, in comparison to the EU28 average. Overall, the panish goods markets remained stable since 2015 for the comparability, trust, choice and problems & components, while the expectations component score for the goods markets has risen since In addition, the proportion of persons who complained as a result of the problems experienced declined since 2015, as did the level of, while the proportion of persons who experienced problems remained stable over the same period. When looking at the best scoring goods markets on a specific component in comparison to the EU28 average, the top scoring market in pain is the pectacles and lenses market, scoring points above the EU28 average on the choice component. There are no other goods markets performing better than average. The worst performing goods market on a specific component in pain is Fuel for vehicles, scoring 1.1 points below the EU28 average on trust and 0.9 points below the EU28 average on comparability. The other two lowest scoring markets are the ICT products (-0.8 on trust and on problems & ), and Alcoholic drinks ( on trust) markets. The goods market in pain that has seen the highest increase on a single component since 2015 is the Fuel for vehicles market, scoring highest on three components, namely for trust ( points), comparability ( points) and expectations ( points). The markets that have the next highest increases on a single component are ICT products ( on problems & ) and Electronic products ( on choice). On the opposite end of the scale, the goods market that has decreased the most on a single component since 2015 is Meat and meat products, scoring points on comparability and points on trust. The next lowest performing market in pain since 2015 is New cars, scoring points on trust and points on expectations ervices Markets The top three panish services markets in terms of the score are the Personal care services, Holiday accommodation, and Packaged holidays and tours markets. The bottom three are the Electricity services, Mortgages and Mobile telephone services markets. Of the 25 services markets surveyed in pain, 22 score below the EU28 average in terms of their score. The three lowest scoring services markets in comparison to the EU28 average are the Electricity services (-18.1), Mortgages (-16.8) and Mobile telephone services (- 14.4) markets. The three remaining markets, Holiday accommodation, Offline gambling and 2017 EUR 43 EN

44 lottery services and Personal care services, score in line with the EU28 average in terms of their score. Four out of the 23 services markets surveyed in both 2015 and 2017 increased in their score since 2015, while the other markets remained stable over the same period. The greatest increases since 2015 are in the Water supply (+4.5), Electricity services (+3.1) and TVsubscriptions (+2.5) markets. In comparison to 2013, 10 out of the 25 services markets surveyed in both 2013 and 2017 increased in their score, while the other markets remained stable since The greatest increases since 2013 are in the markets Loans, credit and credit cards (+8.7), Bank accounts (+6.7) and Investment products, private personal pensions and securities (+6.0). The overall component scores are all below the EU28 average for the services markets. In addition, the services markets have a higher proportion of persons who experienced problems and a higher proportion of persons who complained as a result of the problems experienced, as well as a higher level of, in comparison to the EU28 average. The panish services markets remained stable since 2015 for the expectations, choice and problems & components, while showing improved scores for the comparability and trust components over the same period. In addition, the proportion of persons who complained as a result of the problems experienced declined since 2015, while the proportion of persons who experienced problems remained stable over the same period. Furthermore, the level of increased since Compared to the EU28 average for performance on a single component, the Offline gambling and lottery services market in pain performs best, scoring 0.4 points above the EU28 average on the trust component. The next highest scoring services market is Train services, scoring 0.2 points above the EU28 average on the expectations component. By contrast, the market for Electricity services in pain performs worst on a specific component (-2.7 on trust and -2.2 on comparability), followed by the markets for Mortgages (-2.7 on trust), Bank accounts (-2.1 on trust), and Fixed telephone services (-2.0 on trust). The performance on a single component for the services markets in pain shows that the Water supply market has improved the most since 2015 on three components, namely choice ( points), comparability ( points) and trust ( points). The next two highest scoring markets are TV-subscriptions ( on trust) and Mortgages ( on comparability). The services markets that have decreased the most since 2015, are: Mortgages ( on problems & ), Real estate services ( on expectations), Fixed telephone services ( on expectations), Postal services ( on problems & ) and Vehicle rental services (- 0.3 on problems & ). Difference with EU28 5 Top markets (compared to EU28 average) & 53 pectacles and lenses -0.9 * * -0.0 * Offline gambling and lottery 59 * -1.3* +3.2* * services 55 Dairy products * -2.1* +21.4* Holiday accommodation +0.0 * +3.2* * * +11.0* Personal care services * +1.7* Bottom markets (compared to EU28 average) & 46 Electricity services -18.1* -2.2* -2.7* +11.7* * * +8.9* -1.6* -1.9* 51 Mortgages -16.8* -1.4* -2.7* +16.7* * -1.2* +9.3* -1.6* -1.6* 33 Mobile telephone services -14.4* -1.5* -2.0* +18.1* * -1.3* * -1.3* 26 Bank accounts -13.7* -1.2* -2.1* +19.7* * -1.4* +14.1* -1.3* -1.1* 32 Fixed telephone services -12.1* -0.8* -2.0* +16.7* * -1.2* +7.4* -1.1* -0.9* 2017 EUR 44 EN

45 Difference with 2015 Improved most since 2015 & 17 Fuel for vehicles +5.2* * * * 45 Water supply +4.5* * * * * 13 ICT products +3.1* * * * -8.4* 46 Electricity services +3.1* * 54 TV-subscriptions +2.5* * * -5.9 Deteriorated most since 2015 & 20 Real Estate ervices * 2 Meat and meat products -2.0* * * * -21.1* New cars * * 37 Airline services Postal ervices * -0.0 * -2.1 * 2017 EUR 45 EN

46 Monitoring consumer markets in the European Union FRANCE G O O D E R V I C E per market Furniture and furnishings mall household appliances pectacles and lenses Clothing and footwear Meat and meat products Non-prescription medicines House and garden maintenance products Personal care products Personal care services Holiday accommodation Tram, local bus, metro, and underground services Mobile telephone services Packaged Holidays and Tours Vehicle maintenance and repair services Fixed telephone services Loans, credit and credit cards Offline gambling and lottery services Vehicle rental services Investment products, private personal pensions and securities & All markets ICT products Electronic products Alcoholic drinks All goods markets Fuel for vehicles Dairy products econd hand cars New cars TV-subscriptions Vehicle insurance Airline services Postal ervices Water supply Internet provision Electricity services Gas services Bank accounts Train services All services markets Home insurance Mortgages Private Life Insurance Real Estate ervices * +6.2* +3.2* +8.2* -2.9* * +5.7* +2.1* * +4.7* +3.5* +6.6* +6.2* +5.3* * +5.9* +3.9* * +4.7* +5.6* +3.1* +6.5* +4.0* +1.9* +5.7* +6.2* +2.5* +2.6* +4.5* +8.0* +7.5* * +4.7* +6.6* +4.6* +3.9* -4.3* +4.3* +6.1* +8.0* +7.6* +4.7* -2.7* +8.2* +7.1* +7.0* +7.6* +4.2* -4.9* +4.0* +4.6* +5.2* +5.2* +4.3* -1.9* +5.9* +7.0* +4.4* +3.6* +8.4* +8.4* +5.6* +6.1* +4.0* -1.8* +5.5* +7.3* +7.2* +6.9* +4.6* -3.9* +4.9* +4.3* +5.9* +5.9* +2.7* -1.5* +5.4* +4.6* +7.1* +6.1* -3.0* +6.4* +8.6* +2.7* -4.1* +2.0* * -1.5* +6.3* +6.9* +2.9* +3.6* +3.2* -2.1* +2.6* +2.1* +2.2* +6.4* +4.5* +3.7* -4.2* +5.9* +5.1* * +3.9* +2.7* +1.9* +2.2* +2.0* +4.9* +2.8* +4.3* +3.6* +1.7* +3.8* +3.2* +4.5* +4.8* * +3.6* * * +7.0* +2.8* * * * -2.3* * +4.9* +5.5* * * +7.1* -1.8* +7.1* +8.8* +2.6* +8.3* +5.1* +6.1* +6.1* +4.6* +4.8* +6.5* +7.6* +7.5* +1.9* * +5.3* * +4.2* +2.3* +2.1* * +1.7* -1.5* +3.6* +5.0* +6.6* -3.8* +2.3* +1.6* +3.3* +2.2* +6.5* +6.7* +4.1* Country- EU * +7.3* +3.8* +3.0* +4.7* +2.2* +4.9* * +6.5* +5.9* +4.2* +4.6* +2.3* +2.2* +6.1* +3.8* +5.2* +5.3* +2.9* +11.6* +6.3* +4.6* +5.0* +2.3* * +6.7* Overall Performance The average score for all markets surveyed in France is 83.6, which is above the EU28 average (+3.5). The goods markets score is 84.2 and the services markets score is 83.3, which are both above the EU28 average, by 1.5 and 4.6 points respectively. France ranks among the top three EU28 countries for the Clothing and footwear goods market and the Investment products, private personal pensions and securities services market. The overall score of France has remained stable since 2015, with both the goods and services markets showing no change in their average score EUR 46 EN

47 11.2. Goods Markets The top three goods markets in France in terms of the score are Furniture and furnishings, mall household appliances and pectacles and lenses. The bottom three are: New cars, econd hand cars and Dairy products. Of the 15 goods markets surveyed in France, eight score above the EU28 average in terms of their score, led by the econd hand cars (+6.7), Meat and meat products (+3.2) and Clothing and footwear (+2.8) markets. The Dairy products (-0.8) market is the only goods market in France with an score below its EU28 average. Out of the seven individual goods markets surveyed in both 2015 and 2017, ICT products is the sole goods market in France that has increased its score since 2015 (). The markets for Electronic products (-1.7) and Fuel for vehicles (-1.5) have decreased in their score since Compared to 2013, out of the 15 goods markets surveyed in both 2013 and 2017, all goods markets increased in their score, except for "Clothing and footwear", which remained stable since The greatest increases since 2013 are in the markets for Furniture and furnishings (+6.6), House and garden maintenance products (+6.5) and Nonprescription medicines (+6.4). Of the five components, comparability, trust and problems & perform above the EU28 average. The goods markets, however, score lower for the expectations and choice components in comparison to the EU28 average. In addition, this country has a higher level of in relation to the EU28 average. On the other hand, the goods markets have a lower proportion of persons who experienced problems and a lower proportion of persons who complained as a result of the problems experienced compared to the EU28 average. In comparison to 2015, the problems & component is the only component showing an increased score. The trust and expectations component scores of the goods markets have decreased since 2015, while the comparability and choice components remained stable. In addition, the proportion of persons who experienced problems and the proportion of persons who complained as a result of the problems experienced decreased since 2015, while the level of remained stable over the same period. In relation to the EU28 average, the best performing goods markets on a specific component in France are the markets for econd hand cars (+1.7 points), Meat and meat products ( points), Fuel for vehicles ( points), Clothing and footwear ( points) and ICT products ( points), all of them scoring highest on the trust component. By contrast, the worst performing goods markets, compared to the EU28 average, are the New cars ( on expectations), Dairy products ( on, both, choice and expectations), pectacles and lenses ( on expectations) and Personal care products ( on choice) markets. In comparison with 2015, the goods markets that improved the most on a single component are econd hand cars ( on problems & ), Non-prescription medicines ( on problems & ), ICT products ( on both trust and problems & ) and Meat and meat products ( on expectations). By contrast, the Electronic products market has decreased the most on a single component since 2015 ( on expectations), followed by the markets for Non-prescription medicines and Fuel for vehicles, both scoring points on both the trust and the expectations components ervices Markets The top three French services markets in terms of the score are TV-subscriptions, Personal care services and Vehicle insurance. The bottom three are Real estate services, Investment products, private personal pensions and securities and Private life insurance. Of the 25 services markets surveyed in France, 23 score above the EU28 average in terms of their. The three best scoring services markets in comparison to the EU28 average are the TV-subscriptions (+7.3) Electricity services (+7.3) and Mobile telephone services (+7.1) markets. The two remaining markets, Holiday accommodation and Personal care services, score in line with the EU28 average in terms of their score EUR 47 EN

48 Three out of the 23 services markets surveyed in both 2015 and 2017 have increased their score since 2015, led by Vehicle rental services (+2.9), Mortgages (+2.2), and TVsubscriptions (+1.7). On the other hand, four services markets have decreased in terms of their score since 2015, with the greatest drops seen for the Loans, credit and credit cards (-3.0), Bank accounts (-1.8) and Home insurance (-1.5) markets. All 25 services markets that were surveyed in both 2013 and 2017 have increased in their score since 2013, led by the Internet provision (+8.4), Vehicle insurance and Mobile telephone services (both +8.0) markets. In comparison with the EU28 average, French services markets generally perform better than average in all components. In addition, the French services markets have a lower proportion of persons who experienced problems and a lower proportion of persons who complained as a result of the problems experienced compared to the EU28 average. The level of, however, is in line with the EU28 average. The French services markets remained stable in terms of the comparability, trust, and choice component scores since Only the expectations component decreased since 2015, while only the problems & score increased. In addition, the level of and the proportion of persons who experienced problems both declined in comparison to The proportion of persons who complained as a result of the problems experienced remained stable since In relation to the EU28 average, the Water supply market in France has the highest score on a single component (+1.7 on choice). The next highest scoring services markets are Train services ( on choice), Mobile telephone services ( on trust), Electricity services ( on trust) and Real estate services ( on trust). By contrast, the Holiday accommodation market has the lowest score in France ( on both choice and expectations), followed by the markets on Personal care services ( on expectations and on choice) and Packaged holidays and tours ( on expectations). In comparison with the results of 2015, the services markets that have improved the most on a single component in France are TV-subscriptions ( on comparability), Vehicle rental services ( on trust and on expectations), Mortgages ( on problems & ) and Investment products, private personal pensions and securities ( on problems & ). On the other hand, the Loans, credit and credit cards market saw the greatest decrease since 2015 on three components, namely expectations ( points), choice (- 0.4 points) and trust ( points). The next two lowest scoring markets are Holiday accommodation ( on expectations) and Home insurance ( on expectations). Difference with EU28 5 Top markets (compared to EU28 average) & 54 TV-subscriptions +7.3* * * -13.0* * * * 46 Electricity services +7.3* * * -8.7* * -48.1* * * 33 Mobile telephone services +7.1* * * -14.3* * * * 34 Internet provision +7.1* * * -18.1* -1.1 * -39.0* * * 45 Water supply +7.0* * * -7.4* -3.7 * -72.0* +1.7* 5 Bottom markets (compared to EU28 average) & 55 Dairy products -0.8* -0.0 * -4.7* -2.4 * -65.4* * * 22 Personal care services * -3.0* -0.0 * -66.7* * * 19 Personal care products * * * * * 15 New cars +0.0 * -4.4* +2.0* * * 6 Alcoholic drinks * * * * * 2017 EUR 48 EN

49 Difference with 2015 Improved most since 2015 & 38 Vehicle rental services +2.9* * * -3.2 * +19.5* * 51 Mortgages +2.2* -4.7* -1.4 * +7.2 * 54 TV-subscriptions +1.7* * -2.8* -1.7 * ICT products * * -3.8* +0.0 * Tram, local bus, metro, and * * -37.8* -0.0 underground services Deteriorated most since 2015 & 58 Loans, credit and credit cards -3.0* * * * * 26 Bank accounts -1.8* * -2.8* * * * 10 Electronic products -1.7* * * -3.3* * * * 29 Home insurance -1.5* * -4.2* * * * 17 Fuel for vehicles -1.5* -0.0 * * * 2017 EUR 49 EN

50 Monitoring consumer markets in the European Union CROATIA G O O D E R V I C E per market mall household appliances Non-prescription medicines House and garden maintenance products Packaged Holidays and Tours Loans, credit and credit cards Tram, local bus, metro, and underground services Offline gambling and lottery services Investment products, private personal pensions and securities Vehicle maintenance and repair services & All markets Alcoholic drinks Personal care products pectacles and lenses New cars Dairy products Fuel for vehicles All goods markets Furniture and furnishings ICT products Electronic products Clothing and footwear econd hand cars Meat and meat products Personal care services Vehicle insurance Airline services Holiday accommodation Vehicle rental services Bank accounts Home insurance Postal ervices All services markets Gas services Private Life Insurance Electricity services Train services Internet provision Mobile telephone services Fixed telephone services Water supply TV-subscriptions Mortgages Real Estate ervices * * +2.0* * +2.4* +5.7* -5.6* -4.0* +3.6* +3.4* * +3.3* -2.4* +2.8* +3.6* -4.1* +4.4* * +2.5* * +5.1* * +6.3* +4.1* +7.0* +7.2* * +4.9* -5.4* -3.5* * * +2.4* +4.2* +3.2* * +2.7* +4.8* +6.1* * +2.7* +2.6* * +2.9* +5.2* +4.3* +3.7* +4.4* * +6.7* +5.7* Country- EU28-7.0* -3.4* -4.4* -5.8* -3.8* -9.3* -7.6* -7.9* -9.8* -7.0* -8.5* -9.7* -9.7* -10.5* -10.4* -10.7* -17.7* * -3.3* -2.1* -1.8* -2.7* -5.8* -4.5* -5.6* -6.0* -5.8* -6.9* -6.2* -5.1* -6.0* -6.1* -8.2* -8.4* -6.8* -9.5* -9.8* -11.2* -11.5* -9.3* -11.0* Overall Performance The average score for all markets surveyed in Croatia is 73.2, which is below the EU28 average (-7.0). The goods markets score is 74.2 and the services markets score is 72.6, which are both below the EU28 average, by 8.5 and 6.0 points respectively. Croatia ranks among the bottom three EU28 countries for all of the 15 goods markets and 13 of the 25 services markets. The overall score of Croatia has remained stable since 2015, despite a decrease in the overall goods (-1.7) markets score. The services markets score has remained stable since EUR 50 EN

51 12.2. Goods Markets The top three goods markets in Croatia in terms of the score are Alcoholic drinks, Personal care products and pectacles and lenses and the bottom three are Meat and meat products, econd hand cars and Clothing and footwear. All 15 goods markets surveyed in Croatia score below the EU28 average in terms of their score. The Meat and meat products (-17.7), econd hand cars (-10.7) and Electronic products (-10.5) markets are the three worst performing markets in relation to the EU28 average. None of the seven individual goods markets surveyed in both 2015 and 2017 show an increase in comparison to Two goods markets have decreased since 2015, with the highest drop seen in the Meat and meat products (-5.6) market, followed by econd hand cars (-2.5). even out of the 15 individual goods markets surveyed in both 2013 and 2017 show an increase in their score since 2013, while only two markets show a decrease over the same period. The markets Fuel for vehicles (+4.8), Alcoholic drinks (+4.2) and House and garden maintenance products (+3.4) show the largest increase since Electronic products (- 4.4) and Meat and meat products (-4.0) decreased since The goods markets in Croatia perform worse than the EU28 average for all components. In addition, the proportion of persons who experienced problems is higher than average, while the proportion of persons who complained as a result of the problems experienced is lower. The level of is in line with the EU28 average. Compared to 2015, the comparability, trust, expectations and choice components have decreased for the goods markets, while the problems & component score remained stable over the same period. In addition, the proportion of persons who experienced problems also increased since 2015, while the proportion of persons who complained as a result of the problems experienced and the level of remained stable over the same period. Not a single goods market in Croatia scores higher than the EU28 average on a specific component. The Meat and meat products market performs the worst, with 2.8 points and 2.5 points less than the EU28 average on the trust and comparability components respectively. The next lowest scoring Croatian markets are the econd hand cars (-2.1 points), Dairy products (-1.9 points) and Clothing and footwear (-1.8 points) markets, with all three scoring worst on the trust component than the EU28 average. With respect to performance on a single component, the New cars market in Croatia is the only one which has registered some improvement since 2015 ( points on problems & ). On the other hand, the Meat and meat products markets has decreased the most since 2015 on three components, namely comparability (-0.8 points), choice ( points), and expectations ( points). The next lowest performing market in Croatia since 2015 is econd hand cars, scoring points on problems &, and points on trust ervices Markets The top three services markets in Croatia in terms of the score are Personal care services, Vehicle insurance and Airline services, while the bottom three are Real estate services, Mortgages and TV-subscriptions. Of the 25 services markets surveyed in Croatia, 23 score below the EU28 average in terms of their score. The three worst scoring services markets in comparison to the EU28 average are the TV-subscriptions (-11.5), Vehicle maintenance and repair services (-11.2) and Real estate services (-11.0) markets. The two remaining services markets, Personal care services and Vehicle insurance, score in line with the EU28 average in terms of their score. Out of the 23 services markets surveyed in both 2015 and 2017, the following three have improved their score since 2015: Train services (+7.0), Electricity services (+3.0) and Loans, credit and credit cards (+2.8). Over the same period, Vehicle maintenance and repair services (-5.4), Postal services (-4.1) and Home insurance (-2.4) have showed a decrease 2017 EUR 51 EN

52 in their score, while the performance of 17 markets has remained stable. Compared to 2013, the performance of 13 out of the 25 services markets surveyed in both 2013 and 2017 went up, while only one market declined. The Train services (+7.2), Mortgages and Investment products, private personal pensions and securities (both +6.7) markets show the biggest increases compared to 2013, while the Vehicle maintenance and repair services (-3.5) market is the only one that shows a decline over the same period. As for the goods markets, all component scores are worse for the services markets compared to the EU28 average. However, while the proportion of persons who experienced problems is higher than the EU28 average, the proportion of persons who complained as a result of the problems experienced and the level of are lower. In contrast to the goods markets, the Croatian services markets remained stable for all components and subcomponents, as well as for the proportion of persons who complained as a result of the problems experienced, since Unlike the goods markets, some services markets in Croatia have recorded scores higher than the EU28 average on a specific component. The best performing market in this regard is Airline services ( on both expectations and trust), followed by Vehicle insurance ( on both choice and problems & ) and Personal care services ( on choice). On the other hand, the lowest scoring services markets on a single component, compared to the EU28 average, are the markets TV-subscriptions (-2.0 on trust), Mortgages (-2.0 on comparability), Vehicle maintenance and repair services (-1.7 on comparability), Water supply (-1.7 on trust) and Offline gambling and lottery services (-1.6 on expectations). The Mortgages market in Croatia has improved the most since 2015 in terms of performance on a single component ( on trust). The next most improved market is the Train services market, which recorded the highest scores on four components, namely choice, expectations (both ), trust and problems & (both points). Conversely, the Vehicle maintenance and repair services market had the largest decrease since 2015, scoring the lowest on three components, namely trust and comparability (-0.8 points on each) and expectations ( points). The next two lowest performing services markets in Croatia since 2015 are the Postal services and Fixed telephone services, scoring and points respectively, both on the problems & component. Difference with EU28 5 Top markets (compared to EU28 average) & 30 Vehicle insurance * * -3.2* -0.0 * -5.7 * 22 Personal care services -0.9 * * +9.5 * 37 Airline services -1.3* * * * * 38 Vehicle rental services -1.8* * * * * Packaged Holidays and Tours -2.1* * * Bottom markets (compared to EU28 average) & 2 Meat and meat products -17.7* -2.5* -2.8* +18.9* -0.8* -10.6* -1.8* * 54 TV-subscriptions -11.5* -1.2* -2.0* +22.6* -1.1* -1.1* * Vehicle maintenance and * -1.7* -1.4* +12.1* -0.8* * * repair services 20 Real Estate ervices -11.0* -1.3* -1.4* * -1.3* 16 econd hand cars -10.7* -1.8* -2.1* +6.0* * -27.8* * * 2017 EUR 52 EN

53 Difference with 2015 Improved most since 2015 & 36 Train services +7.0* * -10.7* * * * 51 Mortgages +3.4 * -6.9* Electricity services +3.0* * -8.3 * * 58 Loans, credit and credit cards +2.8* +0.0 * -4.5* * +19.6* * 38 Vehicle rental services * -1.5* +8.2 Deteriorated most since 2015 & 2 Meat and meat products -5.6* -0.8* * * * Vehicle maintenance and * -0.8* -0.8* +5.9* * +3.9 * repair services 31 Postal ervices -4.1* * +8.7* * +2.8 * * 16 econd hand cars -2.5* * +6.2* * Home insurance -2.4* -19.0* * 2017 EUR 53 EN

54 Monitoring consumer markets in the European Union ITALY G O O D E R V I C E per market mall household appliances Personal care products Furniture and furnishings Non-prescription medicines House and garden maintenance products Meat and meat products Holiday accommodation Packaged Holidays and Tours Vehicle maintenance and repair services Loans, credit and credit cards Investment products, private personal pensions and securities Offline gambling and lottery services Tram, local bus, metro, and underground services Mobile telephone services Fixed telephone services & All markets pectacles and lenses Alcoholic drinks Electronic products ICT products Dairy products All goods markets Clothing and footwear New cars Fuel for vehicles econd hand cars Personal care services Airline services Vehicle insurance Home insurance Vehicle rental services Private Life Insurance All services markets TV-subscriptions Gas services Mortgages Postal ervices Bank accounts Train services Internet provision Real Estate ervices Electricity services Water supply * * * +2.9* +2.2* * +3.2* +3.4* +3.3* -2.7* -2.0* -1.8* +2.4* * -4.2* -3.1* * -5.4* -3.5* -4.8* * * +5.3* * +1.8* * +3.6* * +4.4* * +5.6* * +6.3* +3.7* * * +2.7* * * -3.8* * -2.4* +2.1* +1.9* +2.5* +3.0* +4.3* +4.1* * +2.7* * -2.4* -2.2* +1.9* * +4.7* +2.4* -3.6* -2.6* -1.1* +1.7* +2.9* * -1.1* -4.7* * -4.1* +6.4* -4.2* -3.0* -8.6* * -2.8* * * +2.2* * -2.4* * +2.0* -2.0* +4.6* +4.4* -2.4* +2.0* +2.0* * -2.8* -2.9* -7.5* * +6.1* +6.7* -4.1* -6.5* -2.8* -9.2* * -9.2* +2.2 Country- EU28-1.1* -1.2* -2.1* * -2.0* -3.2* -2.2* -1.9* -3.4* -6.4* -4.2* -2.3* -1.5* -2.0* -2.9* -4.5* -6.1* -3.1* -6.0* -7.0* -7.9* -8.3* -5.4* -4.8* -9.9* Overall Performance The average score for all markets surveyed in Italy is 76.4, which is lower than the EU28 average (-3.8). The goods markets score is 80.3 and the services markets score is 74.0, which are both below the EU28 average, by 2.4 and 4.7 points respectively. Italy ranks among the bottom three EU28 countries for the Non-prescription medicines goods market and 10 services markets. The overall score of Italy has decreased by 1.1 points since imilarly, the overall score of the goods () and the services (-1.1) markets have decreased EUR 54 EN

55 13.2. Goods Markets The top three goods markets in Italy in terms of the score are pectacles and lenses, mall household appliances and Alcoholic drinks, while the bottom three are the econd hand cars, Fuel for vehicles and Meat and meat products markets. Of the 15 goods markets surveyed in Italy, 13 score below the EU28 average in terms of their score. The worst performing goods markets in comparison to the EU28 are the Fuel for vehicles (-6.4), econd hand cars (-4.2) and Meat and meat products (-3.4) markets. The two remaining goods markets, pectacles and lenses and ICT products, score in line with the EU28 average in terms of their score. Of the seven goods markets surveyed in both 2015 and 2017, none of the markets has increased since 2015, while the only market that decreased in its score since 2015 is the New cars market (-1.9). Compared to 2013, four out of the 15 goods markets surveyed in both 2013 and 2017 have increased, led by Fuel for vehicles (+4.9), mall household appliances (+2.9) and pectacles and lenses (+2.3). None of the markets showed a decrease since The trust, expectations, comparability and choice component scores for the goods markets are below the EU28 average, while the problems & component score is in line with the EU28 average. The proportion of persons who complained as a result of the problems experienced and the level of are both higher in the Italian goods markets in comparison to the EU28 average. The proportion of persons who experienced problems for the goods markets in Italy is in line with the EU28 average. In general, a decrease in the comparability and trust component scores is noticeable for the Italian goods market since 2015, while the expectations, choice and problems & components remained stable since In addition, the proportion of persons who experienced problems and the proportion of persons who complained as a result of the problems experienced, as well as the level of, also remained stable over the same period. The best scoring goods market on a single component in Italy, compared to the EU28 average, is pectacles and lenses ( points on expectations), followed by Meat and meat products ( on problems & ) and Non-prescription medicines ( on problems & ). On the other hand, the Fuel for vehicles market is the worst performing goods market compared to the EU28 average, scoring -1.2 points on both the expectations and trust components. The next lowest scoring markets are Meat and meat products (-1.1 points), econd hand cars (-0.9 points) and Dairy products (-0.9 points), with all three scoring worst on the trust component. Among the Italian goods markets, only the Meat and meat products market has improved on a single component since 2015 ( on problems & ). However, the same market has also showed the highest drop on a single component (trust: -0.8 points), followed by the markets for econd hand cars, New cars and Non-prescription medicines, all showing a decrease by points since 2015 on the trust component ervices Markets The top three Italian services markets in terms of the score are Personal care services, Holiday accommodation and Airline services, while Water supply, Electricity services and Real estate services are at the other end of the list. Of the 25 services markets surveyed in Italy, 21 score below the EU28 average in terms of their score. The three worst scoring services markets in comparison to the EU28 average are Water supply (-9.9), Tram, local bus, metro, and underground services and Fixed telephone services (both -9.2). The four remaining services markets score in line with the EU28 average in terms of their score. Compared to 2015, five of the 23 services markets surveyed in both 2015 and 2017 have shown a decrease in their score, with Mobile telephone services (-5.5), Internet provision ( EUR 55 EN

56 4.2) and Electricity services (-4.1) showing the greatest drops. None of the markets showed an improvement over the same period. Compared to 2013, 13 of the 25 services markets surveyed in both 2013 and 2017 have improved, with the largest increases in the Train services (+7.7), Vehicle insurance (+5.3) and Bank accounts (+5.0) markets. Three services markets have decreased since 2013: the Mobile telephone services (-5.4), Fixed telephone services (-4.8) and Internet provision (-3.1) markets. In comparison to the EU28 average, all components perform below average. Furthermore, the proportion of persons who experienced problems and the proportion of persons who complained as a result of the problems experienced, as well as the level of, are higher than average. The average comparability, trust, expectations and choice component scores for the services markets have decreased since 2015, while the problems & component remained stable over the same period. In addition, while the proportion of persons who complained as a result of the problems experienced increased since 2015, the level of decreased over the same period. The proportion of persons who experienced problems remained stable since Compared to the EU28 average, the best scoring services market on a single component is the Vehicle maintenance and repair services ( points on comparability). The next services markets in line are the Airline services and Personal care services markets (scoring points and points respectively, both on the comparability component), as well as the Bank accounts and Holiday accommodation markets, both scoring points above the EU28 average on the problems & component. On the opposite side of the scale, the Water supply market has the worst score for a specific component compared to the EU28 average (- 1.7 on trust and -1.5 on choice), followed by the Tram, local bus, metro, and underground services (-1.7 on choice), Electricity services (-1.6 on trust) and Bank accounts (-1.5 on trust) markets. The market for Tram, local bus, metro, and underground services in Italy has improved the most on a single component since It has increased on two components, namely, comparability and problems & (scoring points on both). Next in line are the Train services ( points on problems & and points on expectations), and Bank accounts ( on problems & ) markets. By contrast, the Electricity services market has decreased the most since 2015 ( on trust and on comparability), followed by the markets for Mobile telephone services and Internet provision (-0.8 points each), and Real estate services ( points), all in relation to trust. Difference with EU28 5 Top markets (compared to EU28 average) & 53 pectacles and lenses * * 22 Personal care services * -0.9 * Vehicle maintenance and 23 * * repair services 39 Holiday accommodation * -1.5 * +14.2* ICT products * * +11.3* Bottom markets (compared to EU28 average) & 45 Water supply -9.9* * -1.7* +4.2* * * +17.6* * -1.5* Tram, local bus, metro, and * * +5.8* * * -1.7* underground services 32 Fixed telephone services -9.2* -0.8* -1.4* +15.0* * +8.5* * -0.8* 46 Electricity services -8.6* -1.3* -1.6* +3.4* * * * 33 Mobile telephone services -8.3* * -1.4* +13.8* -0.8* +8.5* * -0.9* 2017 EUR 56 EN

57 Improved most since 2015 Difference with 2015 & Tram, local bus, metro, and * -3.9 * underground services 36 Train services * * +2.2 * 51 Mortgages * 30 Vehicle insurance Fuel for vehicles Deteriorated most since 2015 & 33 Mobile telephone services -5.5* * -0.8* * * * 34 Internet provision -4.2* * -0.8* * 46 Electricity services -4.1* * * -1.2* +7.7 * * 20 Real Estate ervices -3.6* * * -4.3* -1.5 * * 32 Fixed telephone services -3.5* * +6.0* -0.0 * 2017 EUR 57 EN

58 Monitoring consumer markets in the European Union CYPRU G O O D Investment products, private personal pensions and securities E R V I C E per market pectacles and lenses Furniture and furnishings Personal care products Clothing and footwear mall household appliances Meat and meat products House and garden maintenance products Non-prescription medicines Personal care services Holiday accommodation Vehicle rental services Mobile telephone services Packaged Holidays and Tours Fixed telephone services Vehicle maintenance and repair services Offline gambling and lottery services Tram, local bus, metro, and underground services Private Life Insurance Loans, credit and credit cards & All markets Alcoholic drinks Dairy products Electronic products All goods markets New cars ICT products Fuel for vehicles econd hand cars Airline services Postal ervices Real Estate ervices Vehicle insurance Internet provision TV-subscriptions All services markets Home insurance Water supply Bank accounts Electricity services Mortgages * +4.6* * * * * -6.5* -4.1* -5.8* -6.4* * -4.1* * -4.3* * -9.2* * +7.5* * +2.8* * -3.0* +4.4* +11.4* -5.2* +3.4* -3.5* +10.0* * +12.4* +7.3* -3.5* +7.6* * +2.1* -1.2* -6.0* +7.3* +8.6* +7.2* -4.1* * +3.4* +5.5* +9.8* +7.6* +7.6* +5.2* -4.4* -3.6* +5.8* +9.5* -3.9* +4.5* +1.8* +7.1* -5.9* -3.5* +7.3* +6.7* +4.1* +6.1* +7.0* * * +6.7* -7.0* -5.8* +7.3* +3.8* +3.3* -5.9* -8.9* +17.4* -4.6* * -3.5* +4.9* +3.6* * +4.8* +6.7* +5.3* +6.7* -7.2* -4.8* +12.8* +3.1* +2.4* +3.3* * +7.2* * -10.0* +8.5* * +13.8* -8.3* -11.1* -9.2* +7.0* * -11.1* +7.9* * * -2.1* -4.7* -5.1* +7.5* * +4.0* -2.4* -4.7* -2.5* +6.6* * +5.5* -5.1* -5.5* +7.5* * * +4.4* +6.6* * -7.0* +8.6* +4.6* * -3.8* +6.9* +4.7* * +3.4* +5.1* * -5.8* +5.4* +6.1* * -7.5* -4.3* +11.5* * Country- EU * +4.6* -2.2* * -3.4* -4.0* -4.3* -7.4* -6.7* -9.9* -16.3* Overall Performance The average score of all markets surveyed in Cyprus is 79.4, which is lower than the EU28 average (). The goods markets score is 82.5, which is in line with the EU28 average. With an score of 77.4, the services markets score 1.2 points lower than the EU28 average. Cyprus ranks among the top three EU28 countries for the Investment products, private personal pensions and securities and Real estate services services markets. However, Cyprus also ranks among the bottom three EU28 countries for four services markets. The overall score of Cyprus has remained stable since 2015, with both the goods and services markets showing no change in their average score EUR 58 EN

59 14.2. Goods Markets The three leading goods markets in Cyprus in terms of the score are Alcoholic drinks, Dairy products, and pectacles and lenses. The worst performing goods markets are econd hand cars, Fuel for vehicles and ICT products. Of the 15 goods markets surveyed in Cyprus, only the mall household appliances (-2.1) market shows a lower score in comparison to the EU28 average. The 14 remaining goods markets score in line with the EU28 average in terms of their score. Compared to 2015, only one out of the seven markets surveyed in both 2015 and 2017 has increased in their score, while two markets have decreased over the same period. The Fuel for vehicles market has increased by 3.3 points. The ICT products (-3.0) and Meat and meat products (-2.4) markets show decreases. Compared to 2013, all but three of the 15 goods markets surveyed in both 2013 and 2017 show a decline in their score. The econd hand cars (-8.1), Electronic products (-7.0) and Furniture and furnishings (-6.5) markets show the largest decreases. The remaining goods markets remained stable since The trust component score for the goods markets is below the EU28 average, while the choice component score is above average. The remaining component scores for comparability, expectations and problems & are in line with the EU28 average. The goods markets also record a higher level of compared to the EU28 average, but a lower proportion of persons who experienced problems. The proportion of persons who complained as a result of the problems experienced is in line with the EU28 average. Only the comparability component decreased since 2015, while the trust, expectations, choice and problems & components remained stable over the same period. In addition, the proportion of persons who experienced problems and the proportion of persons who complained as a result of the problems experienced, as well as the level of, remained stable since In comparison with the EU28 average, the five best scoring goods markets in Cyprus on a single component are the Clothing and footwear ( on comparability), Fuel for vehicles ( on choice), New cars ( on expectations), Furniture and furnishings ( on choice) and Non-prescription medicines ( on choice) markets. On the other hand, the Fuel for vehicles market scores the worst on a single component (trust), with points below the EU28 average. The next two goods markets in line are the markets for Non-prescription medicines ( on comparability and on trust) and mall household appliances ( on trust and on comparability). Out of all the goods markets in Cyprus, the Fuel for vehicles market shows the biggest improvement for three components since 2015, namely trust ( points), expectations ( points) and choice ( points). Conversely, the goods market with the largest decrease on a single component since 2015 is the Meat and meat products market ( on comparability), followed by the ICT products ( on problems & and points on expectations) and Electronic products ( on expectations) markets. In addition, the Meat and meat products market also shows a decrease of 0.3 on expectations ervices Markets The top three services markets in Cyprus in terms of the score are Personal care services, Holiday accommodation and Vehicle rental services ; while Mortgages, Loans, credit and credit cards and Electricity services are the bottom three. Of the 23 services markets surveyed in Cyprus, seven perform above the EU28 average in terms of their score, while 10 score below. The three best performing markets in comparison to the EU28 are the Real estate services (+7.0), Investment products, private personal pensions and securities (+6.7) and Mobile telephone services (+5.6) markets. The market for Mortgages (-16.3) is the worst performing in relation to the EU28 average, followed by the Loans, credit and credit cards (-9.9) and Bank accounts (-7.4) markets EUR 59 EN

60 ince 2015, two out of 21 services markets surveyed in both 2015 and 2017 increased in their score, while three markets showed a decline over the same period. Notably, Investment products, private personal pensions and securities (+5.4) and Vehicle rental services (+4.6) increased, while Water supply (-4.1), Vehicle maintenance and repair services (-3.5) and Vehicle insurance (-2.7) decreased since Of the 23 services markets surveyed in both 2013 and 2017, only one services market, Investment products, private personal pensions and securities (+4.8), showed an increase in its score since 2013, while 13 services markets posted a decrease over the same period. The markets Mortgages (-15.0), Loans, credit and credit cards (-11.1) and Bank accounts (-10.4) showed the strongest falls since Compared to the EU28 average, all components except for problems &, which score in line with the EU28 average, perform worse than the EU28 average. In addition, the level of of the Cypriot services markets is higher than average, while the proportion of persons who experienced problems and the proportion of persons who complained as a result of the problems experienced are in line with the EU28 average. As with the goods markets, comparability is the only component showing a decreased score since 2015, while the trust, expectations, choice and problems & component scores remained stable over the same period. In addition, the proportion of persons who experienced problems and the proportion of persons who complained as a result of the problems experienced, as well as the level of, remained stable since Compared to the EU28 average, the services market in Cyprus that has the highest score on a specific component is the Investment products, private personal pensions and securities market ( on comparability), followed by the Real estate services market, which scores best on three components, namely trust ( points), expectations ( points) and comparability ( points). The next highest scoring market is Mobile telephone services, scoring points above the EU28 average on the comparability component. On the opposite end of the scale, the Mortgages market in Cyprus has the lowest score on three components compared to the EU28 average, namely trust (-2.4 points), choice (-1.6 points) and expectations (-1.5 points). The next lowest performing markets are the Electricity services (- 2.1 on choice) and Tram, local bus, metro, and underground services (-1.6 on comparability) markets. The market which showed the highest improvement on a single component with respect to 2015 is Vehicle rental services ( on comparability), followed by Postal services ( on choice) and Investment products, private personal pensions and securities (scoring each on the choice, comparability and trust components). By contrast, the worst performing services markets since 2015, are the following markets: Water supply (-1.4 on comparability and -0.8 on choice), Electricity services, Tram, local bus, metro, and underground services (scoring points and points respectively, both on the comparability component) and Mortgages (- 0.6 on expectations). Difference with EU28 5 Top markets (compared to EU28 average) & 20 Real Estate ervices +7.0* * * -7.1* * -1.4 * * Investment products, private * * * * * * personal pensions and 33 Mobile telephone services +5.6* * * -11.0* * -0.9 * 32 Fixed telephone services +4.6* * -8.4* * +1.6 * * 38 Vehicle rental services +3.4* * * -5.6* * +18.1* * 5 Bottom markets (compared to EU28 average) & 51 Mortgages -16.3* -1.4* -2.4* +15.1* * -1.3* +11.7* -1.5* -1.6* 58 Loans, credit and credit cards -9.9* -1.1* -1.5* +4.5* * * * 26 Bank accounts -7.4* * -1.3* * * 46 Electricity services -6.7* -1.3* -2.3 * * -2.1* 45 Water supply -4.3* -1.4* * * -1.4* 2017 EUR 60 EN

61 Improved most since 2015 Investment products, private * * * * * personal pensions and 38 Vehicle rental services +4.6* * * * * 17 Fuel for vehicles +3.3* * * * * 31 Postal ervices * * 20 Real Estate ervices +2.1 * * * -0.0 Deteriorated most since 2015 Difference with 2015 & & 45 Water supply -4.1* -1.4* * -0.8* 46 Electricity services * Vehicle maintenance and * +7.7* * -3.4 * * repair services 13 ICT products -3.0* +8.0* * -22.4* * 51 Mortgages -3.0 * * * 2017 EUR 61 EN

62 Monitoring consumer markets in the European Union LATVIA per market & Country EU28 All markets 79.5 * +2.2* * * Fuel for vehicles * +9.6* -4.2* +2.8* Dairy products * -1.7* pectacles and lenses * Electronic products * * G O O D Personal care products Alcoholic drinks New cars ICT products House and garden maintenance products mall household appliances * -2.2* -2.0* -2.2* -2.6* -2.8* +3.0* +3.2* +2.9* +3.0* +2.6* +4.3* -2.3* * +2.1* * * -2.2* +1.9* -1.5* -3.4* Non-prescription medicines * -2.6* +7.1* * All goods markets 80.1 * -1.2* -0.9* +3.5* * +2.0* -2.6* Furniture and furnishings * +3.5* * Meat and meat products * -2.5* * -2.1* +2.7* -6.7* Clothing and footwear * -9.3* econd hand cars * -4.2* +2.4* -6.6* Bank accounts * +1.9* +2.9* +3.5* +8.1* Personal care services * -2.8* Vehicle insurance * -3.2* +3.4* +3.3* +3.9* Holiday accommodation * Home insurance * * Postal ervices * +2.7* * +2.9* +2.9* Packaged Holidays and Tours * * Loans, credit and credit cards * +2.5* +3.4* E R V I C E Tram, local bus, metro, and underground services Airline services Train services Private Life Insurance Internet provision All services markets Vehicle rental services Gas services * * +4.0* +4.5* -1.1 * +6.3* * * +6.6* * * * * +3.0* -1.3 * +4.0* +3.5* * +2.7* +2.7* * -1.2 Mobile telephone services * -6.9* +4.0* +3.1* Mortgages * +3.5* +3.6* +2.6* +1.6 Investment products, private personal pensions and securities * * * Fixed telephone services * -3.6* -1.7 TV-subscriptions * +3.4* -2.0* Electricity services * +7.1* +4.3* -6.5* -1.3 Vehicle maintenance and repair services * * -4.0* Offline gambling and lottery services * -4.7* Real Estate ervices * +3.7* +3.1* -4.0* Water supply * +6.1* * Overall Performance The average score of all markets surveyed in Latvia is 79.5, which is lower than the EU28 average (). The goods markets score is 80.1, which is below the EU28 average by 2.6 points. The services markets figure of 79.1 is above the EU28 average by 0.4 points. Latvia ranks among the bottom three EU28 countries for the Clothing and footwear and "Furniture and furnishings" goods markets. The overall score of Latvia has remained stable since 2015, despite a decrease in the overall goods () markets score. The services markets score has remained stable since EUR 62 EN

63 15.2. Goods Markets The top three goods markets in Latvia in terms of the score are Fuel for vehicles, Dairy products and pectacles and lenses and the bottom three are econd hand cars, Clothing and footwear and Meat and meat products. Of the 15 goods markets surveyed in Latvia, only the markets for Fuel for vehicles (+2.8) and New cars (+1.9) perform better than the EU28 average in terms of their score. In contrast, 11 goods markets underperform compared to the EU28 average, with the Clothing and footwear (-9.3), Meat and meat products (-6.7) and econd hand cars (-6.6) markets showing the largest negative discrepancies. Of the seven goods markets surveyed in both 2015 and 2017, only the New cars market (+3.3) has improved since 2015, while the markets for econd hand cars (-3.6), ICT products (-2.2) and Meat and meat products (-2.0) have decreased in their score over the same period. Of the 15 goods markets surveyed in both 2013 and 2017, only the Clothing and footwear (+4.4) market has improved since 2013, while eight markets have shown a decline in their score over the same period. The econd hand cars (-4.2), Nonprescription medicines (-3.5) and Furniture and furnishings (-3.1) markets have shown the steepest decline since The average comparability, trust, expectations and problems & component scores for the goods markets are below the EU28 average, while the choice component score is in line with the average. In addition, the level of is higher in the Latvian goods markets compared to the EU28 average, while the proportion of persons who complained as a result of the problems experienced is lower than what observed in the EU. Furthermore, the proportion of persons who experienced problems for the goods markets in Latvia is in line with the EU28 average. The average comparability and trust component scores for the goods markets declined since 2015, while the choice, expectations and problems & components remained stable over the same period. In addition, the goods markets average proportion of persons who complained as a result of the problems experienced decreased since 2015, while the proportion of persons who experienced problems and the level of remained stable over the same period. In relation to the EU28 average, the Fuel for vehicles market in Latvia has the highest score on a specific component, scoring best on three components, namely choice ( points), comparability and expectations ( points on each). The next two highest scoring goods markets, compared to the EU28 average, are the New cars ( on expectations) and Alcoholic drinks ( on choice) markets. By contrast, the worst scoring goods markets in Latvia, compared to the EU28 average on a single component, are: econd hand cars (-1.7 on trust and -1.1 on comparability), Clothing and footwear (-1.3 on trust and -1.1 on comparability) and Meat and meat products (-1.3 on trust). In terms of market performance on a single component, among all goods markets in Latvia, the market for New cars has improved the most since 2015, specifically on trust ( points), expectations ( points), and choice ( points). On the other hand, the econd hand cars market has decreased the most since 2015 ( on, both comparability and trust), followed by the Electronic products ( on trust), Meat and meat products ( on choice) and Fuel for vehicles ( on trust) markets ervices Markets The top three services markets in Latvia in terms of the score are Bank accounts, Personal care services and Vehicle insurance, while the bottom three are Water supply, Real estate services and Offline gambling and lottery services. Ten out of the 25 services markets surveyed perform better than the EU28 average in terms of their score, with the Bank accounts (+8.1), Vehicle insurance (+3.9) and Tram, local bus, metro, and underground services (+3.5) markets performing best of all. On the other hand, five markets score below the EU28 average, with the Water supply (-8.3) market 2017 EUR 63 EN

64 scoring the worst, followed by the Offline gambling and lottery services (-4.7) and Vehicle maintenance and repair services (-4.0) markets. Four out of the 23 services markets surveyed in both 2015 and 2017 have improved since 2015, with the markets Tram, local bus, metro, and underground services (+5.1), Electricity services (+3.5) and Investment products, private personal pensions and securities (+2.5) leading the way. The markets Mobile telephone services (-8.2), Real estate services (-3.4) and Fixed telephone services (-2.4) perform the worst compared to Compared to 2013, the score of nine of the 25 services markets surveyed in both 2013 and 2017 has improved, while the score of four markets has decreased over the same period. The Water supply (+7.9), Electricity services (+7.1) and Gas services (+6.3) markets have increased the most since imilar to the comparisons with 2015, the Mobile telephone services (-6.9), Offline gambling and lottery services (-4.7) and Fixed telephone services (-3.6) markets are the services markets that have shown the greatest decline since The services markets average expectations and problems & component scores are above the EU28 average, while the trust and comparability component scores are in line with the average. The choice component score, however, falls below the EU28 average. Furthermore, the proportion of persons who experienced problems and the proportion of persons who complained as a result of the problems experienced are both lower than the EU28 average, while the level of is in line with the average. The average choice and expectations component scores in Latvia have improved since 2015 for the services markets, while the trust component score decreased over the same period. Both the comparability and problems & component scores remained stable since While the proportion of persons who experienced problems remained stable since 2015, the proportion of persons who complained as a result of the problems experienced and the level of s have both decreased over the same period for the services markets. In relation to the EU28 average, Bank accounts market in Latvia shows the highest positive differences on three components, with above average scores on expectations ( points), trust ( points) and choice ( points). The next best performing markets in line are the Train services ( on expectations) and Vehicle insurance ( on comparability) markets. By contrast, the Water supply market has the lowest score in comparison to the EU28 average on a specific component (-2.0 on choice and -1.1 on comparability). The next lowest scoring services markets are: Offline gambling and lottery services (-2.0 on expectations), Gas services (-1.2 on choice), and Vehicle maintenance and repair services (- 0.9 on trust). Compared to 2015, the market for Electricity services has improved the most on a single component ( on choice) among all services markets in Latvia. The next two highest scoring markets are Tram, local bus, metro, and underground services ( on expectations and on, both comparability and choice) and Train services ( on expectations). ince 2015, the Mobile telephone services market has seen the largest decline on three components, namely trust (-1.1 points), comparability ( points), and choice (-0.8 points). The other two worst scoring markets are the Fixed telephone services (-0.8 on trust) and Real estate services ( on expectations) markets EUR 64 EN

65 Difference with EU28 5 Top markets (compared to EU28 average) & 26 Bank accounts +8.1* * * -5.5* -0.9 * * * 30 Vehicle insurance +3.9* * * * Tram, local bus, metro, and * * -5.4* * * * underground services 36 Train services +3.5* -0.0 * -9.6* * * * 58 Loans, credit and credit cards +3.4* * * -2.9* * -44.7* * * 5 Bottom markets (compared to EU28 average) & 7 Clothing and footwear -9.3* -1.1* -1.3* +4.8* * * -1.1* -0.9* 45 Water supply -8.3* -1.1* * +6.6* * * 2 Meat and meat products -6.7* -0.8* -1.3* +3.5* * -26.1* * * 16 econd hand cars -6.6* -1.1* -1.7* -41.0* * * Offline gambling and lottery * * * -42.6* -2.0* services Improved most since 2015 Tram, local bus, metro, and * * * -5.7* * -24.9* * * underground services 46 Electricity services +3.5* * * 15 New cars +3.3* * * * Investment products, private * * * personal pensions and 31 Postal ervices +2.3* * * -1.1 * Deteriorated most since 2015 Difference with 2015 & & 33 Mobile telephone services -8.2* * -1.1* +4.4* * * -21.6* * -0.8* 16 econd hand cars -3.6* * * * 20 Real Estate ervices -3.4* * * * 32 Fixed telephone services -2.4* -0.8* -36.0* 34 Internet provision -2.3* * EUR 65 EN

66 Monitoring consumer markets in the European Union LITHUANIA G O O D E R V I C E per market pectacles and lenses Personal care products House and garden maintenance products mall household appliances Non-prescription medicines Furniture and furnishings Meat and meat products Clothing and footwear Personal care services Mobile telephone services Packaged Holidays and Tours Holiday accommodation Fixed telephone services Vehicle rental services Tram, local bus, metro, and underground services Loans, credit and credit cards Private Life Insurance Vehicle maintenance and repair services Investment products, private personal pensions and securities Offline gambling and lottery services & All markets Fuel for vehicles Dairy products ICT products Alcoholic drinks Electronic products New cars All goods markets econd hand cars Train services Vehicle insurance Airline services Home insurance Postal ervices Gas services Bank accounts Internet provision All services markets TV-subscriptions Mortgages Electricity services Water supply Real Estate ervices * +1.6* * +2.9* -2.3* * -1.2* -2.4* -2.4* +2.4* +2.9* * * * * +2.6* +2.9* +2.0* +2.6* +2.1* +2.0* * +2.3* +2.5* +3.7* * +2.7* * +2.3* +4.7* +5.1* * +2.5* -2.5* +4.6* +5.1* -1.8* +3.8* +5.6* * +2.1* +3.7* +2.2* +3.0* +5.3* * +5.3* +4.4* * +4.8* +8.7* * -4.4* -2.6* +4.1* -3.8* +4.1* -5.0* * -2.3* * +2.4* * -6.0* +5.6* -4.1* * +4.6* * +3.8* +2.9* * * +2.4* * +2.5* * +2.8* * +1.8* -1.8* +2.5* +4.0* * +4.6* +5.0* +7.8* * * * * +2.6* -0.9* * +2.9* +6.3* +2.7* +5.4* -2.8* +5.0* +2.5* -2.3* +2.0* +1.9* * -3.2* +3.0* * -3.3* +3.9* * Country- EU * * -2.3* -3.2* -6.4* -6.1* +2.7* +4.1* +5.2* +1.7* +5.8* +6.9* +6.4* +3.6* +2.9* +2.7* +3.2* +3.4* -2.4* +1.8* -1.6* -5.8* Overall Performance The average score of all markets surveyed in Lithuania is 81.6, which is above the EU28 average (). Both the goods and services markets have an score of 81.6, however, only the services markets score above the EU28 average by 2.9 points. The goods markets score 1.2 points below the EU28 average. Lithuania ranks among the top three EU28 countries for the Mobile telephone services, Vehicle rental services, and Train services services markets. The overall score of Lithuania has improved by 0.6 points since The overall goods markets score has increased by 1.2 points since 2015, whereas the services markets have remained stable EUR 66 EN

67 16.2. Goods Markets The three leading goods markets in Lithuania in terms of the score are Fuel for vehicles, pectacles and lenses, and Dairy products. The bottom three are the econd hand cars, Clothing and footwear, and Meat and meat products markets. Of the 15 goods markets surveyed in Lithuania, three perform better than the EU28 average in terms of their score: the Fuel for vehicles (+5.0), New cars (+1.9) and ICT products () markets. In contrast, six goods markets perform below the EU28 average, with the Clothing and footwear (-6.4), econd hand cars (-6.1) and Meat and meat products (-3.2) markets performing the worst. Of the seven goods markets surveyed in both 2015 and 2017, only the Meat and meat products (+3.1) and Fuel for vehicles (+2.9) markets have improved since 2015, while the other markets remained stable over the same period. Compared to 2013, four out of the 15 goods markets surveyed in both 2013 and 2017 improved, while the other markets remained stable over the same period. Compared to 2013, the Fuel for vehicles (+6.3), econd hand cars (+4.7) and Meat and meat products (+2.4) markets show the strongest increase. The Lithuanian goods markets average expectations and choice component scores are above the EU28 average, while the comparability, trust and problems & components are below average. In addition, the Lithuanian goods markets average proportion of persons who experienced problems is higher in comparison to the EU28 average. The proportion of persons who complained as a result of the problems experienced and the level of are in line with the EU28 average. The goods markets average comparability, trust and expectations scores increased since 2015, while the choice and problems & components remained stable over the same period. In addition, the proportion of persons who experienced problems and the level of remained stable since 2015, although the proportion of persons who complained as a result of the problems experienced has increased over the same period. In terms of difference on a single component, the Fuel for vehicles market in Lithuania has the highest score compared to the EU28 average, scoring best on three components, namely comparability, choice, and expectations ( points, points, and points respectively). The next highest scoring market is New cars, scoring on choice and on expectations. Conversely, the econd hand cars market accounts for the lowest score (-1.5 on trust and -0.9 on comparability), compared to the EU28 average. The next two lowest scoring goods markets are: Clothing and footwear (-0.9 on comparability and -0.8 on trust) and Non-prescription medicines (-0.9 on trust). Among all goods markets in Lithuania, the Fuel for vehicles market improved the most on a specific component since 2015 ( on trust and on comparability). Other goods markets that have improved since 2015 are the Meat and meat products ( on trust and on comparability) and New cars ( on choice) markets. The New cars market is also the only one in Lithuania that has seen a decrease since 2015 on a single component ( on problems & ) ervices Markets The top three services markets in Lithuania in terms of the score are Personal care services, Train services and Vehicle insurance, and the bottom three are Offline gambling and lottery services, Investment products, private personal pensions and securities and Real estate services. Of the 25 services markets surveyed, 18 score above the EU28 average in terms of their, led by the Train services (+10.4) market and followed by the Mobile telephone services (+7.8) and Internet provision (+6.9) markets. On the other hand, only three markets perform below the EU28 average, namely the Offline gambling and lottery services (-5.8), Vehicle maintenance and repair services (-2.4) and Investment products, private personal pensions and securities (-1.6) markets EUR 67 EN

68 Of the 23 services markets surveyed in both 2015 and 2017, eight services markets have improved since 2015, headed by the Water supply (+3.4), Internet provision (+3.1) and Mobile telephone services (+2.9) markets. Five markets have decreased in their score over the same period, with the Investment products, private personal pensions and securities (-3.9), Vehicle insurance and Train services (both -2.4) markets showing the strongest decrease. Despite its decline since 2015, it is noticeable that the Investment products, private personal pensions and securities market shows an increase compared to 2013 (+4.8), together with nine other markets. Compared to 2013, the other most improved markets out of the 25 services markets surveyed in both 2013 and 2017 are the Vehicle maintenance and repair services (+5.3) and Mortgages (+4.1) markets. In contrast, two markets have decreased in their score since 2013: Postal services (-2.3) and Personal care services (-1.7). All component scores are better than the EU28 average for the services markets in Lithuania. In addition, the proportion of persons who experienced problems and the proportion of persons who complained as a result of the problems experienced are in line with the EU28 average, while the level of is lower than the EU28 average. The services markets average trust, expectations and choice component scores have increased since 2015, while the problems & component has remained stable over the same period. The comparability component score shows a decline since In addition, the average proportion of persons who complained as a result of the problems experienced and the level of have increased since The proportion of persons who experienced problems has generally remained stable over the same period. The best performing services market on a specific component, relative to the EU28 average, is the Train services market, which scores highest on three components, namely expectations ( points), choice ( points), and trust ( points). The next highest performing services markets in Lithuania are the Mobile telephone services ( on choice) and Postal services ( on comparability). On the other side of the scale, the Offline gambling and lottery services market has the lowest score, compared to the EU28 average (-1.9 on expectations and -1.1 on trust), followed by the Electricity services (-0.8 on choice), Investment products, private personal pensions and securities ( on trust) and Vehicle maintenance and repair services ( on problems & ) markets. The Water supply services market in Lithuania shows the greatest improvement on a specific component since 2015 ( on trust and on expectations), followed by the Internet provision ( on choice), Packaged holidays and tours ( on trust) and Electricity services ( on trust) markets. ince 2015, the goods market in Lithuania that has declined the most is Gas services (-0.9 on comparability), followed by the Investment products, private personal pensions and securities ( on expectations and on comparability), Train services ( on comparability) and Tram, local bus, metro, and underground services ( on comparability) markets. Difference with EU28 5 Top markets (compared to EU28 average) & 36 Train services +10.4* * * -11.5* * * * 33 Mobile telephone services +7.8* * * +1.7 * * * * 34 Internet provision +6.9* * * * -4.7 * * 32 Fixed telephone services +6.4* * * * * * * 26 Bank accounts +5.8* * * -4.0* * -8.5 * * 5 Bottom markets (compared to EU28 average) & 7 Clothing and footwear -6.4* -0.9* -0.8* +15.3* -0.8* +5.7 * * 16 econd hand cars -6.1* -0.9* -1.5* +7.4* * -32.2* * Offline gambling and lottery * * -1.1* -1.3* * -44.2* -1.9* services 2 Meat and meat products -3.2* * * +6.9* * * * -0.0 Vehicle maintenance and * * +8.7* * -5.3 * * repair services 2017 EUR 68 EN

69 Difference with 2015 Improved most since 2015 & 45 Water supply +3.4* -0.0 * * Meat and meat products +3.1* * * -7.1* * * Internet provision +3.1* * * * 17 Fuel for vehicles +2.9* * * * Mobile telephone services +2.9* * * * Deteriorated most since 2015 & Investment products, private * * * * * personal pensions and 30 Vehicle insurance -2.4* * * 36 Train services -2.4* * +3.0* Private Life Insurance -1.9* * Loans, credit and credit cards -1.8* * * * 2017 EUR 69 EN

70 Monitoring consumer markets in the European Union LUXEMBOURG per market & Country EU28 All markets * +4.3* +2.2* +2.1* +4.6* mall household appliances * +4.0* +3.1* Electronic products * +3.4* * +4.2* pectacles and lenses * * Furniture and furnishings * +2.9* * G O O D House and garden maintenance products Fuel for vehicles All goods markets ICT products Dairy products Personal care products * +5.5* +3.3* +3.9* * +4.7* +4.0* +4.1* * * +3.3* +5.7* +5.0* +2.2* +3.0* +3.1* +4.2* +2.9* +2.6* Non-prescription medicines * +4.8* +5.9* -3.0* +4.2* +1.9* Alcoholic drinks * -2.0* +5.9* -2.8* Meat and meat products * +4.1* +6.0* * Clothing and footwear * * New cars * +3.2* +2.7* econd hand cars * +3.1* +6.2* +7.5* Gas services * +6.6* * TV-subscriptions * +5.0* +6.1* +8.6* Personal care services * +1.6 Fixed telephone services * +2.5* * Postal ervices * +4.1* +6.1* Bank accounts * +7.0* -4.0* +5.0* * Electricity services * +6.5* * * Train services * +5.1* +8.6* E R V I C E Vehicle insurance Airline services Packaged Holidays and Tours Internet provision Holiday accommodation Tram, local bus, metro, and underground services Water supply Mobile telephone services * * -1.6* +3.1* +3.3* +3.2* +2.9* +4.4* +4.2* +4.4* +4.7* +3.6* +3.8* +2.2* +4.3* +4.1* +5.8* +7.5* +6.2* * -2.9* * +4.2* +8.5* +4.1* +2.6* +3.5* * +3.0* +2.6* +8.1* +6.2* +7.3* +7.2* All services markets * +4.3* +1.8* +2.1* +5.6* Loans, credit and credit cards * +3.5* +5.1* Vehicle maintenance and repair services * +5.2* * +5.5* Home insurance * +4.2* -3.8* +2.4* +2.8* Vehicle rental services * +2.8* * +3.4* Offline gambling and lottery services * +4.6* Mortgages * +2.3* +6.4* Private Life Insurance * * Investment products, private personal pensions and securities * * +6.2* Real Estate ervices * +4.4* * +6.9* Overall Performance The average score of all markets surveyed in Luxembourg is 84.8, which is above the EU28 average (+4.6). The goods markets score is 85.6 and the services markets score is 84.3, which are both above the EU28 average, by 2.9 and 5.6 points respectively. Luxembourg is ranked among the top three EU28 countries for five goods markets and seven services markets. The overall score of Luxembourg has remained stable since 2015, with both the goods and services markets showing no change in their average score EUR 70 EN

71 17.2. Goods Markets The top three goods markets in Luxembourg in terms of the score are mall household appliances, Electronic products and pectacles and lenses. The bottom three are the econd hand cars, New cars and Clothing and footwear markets. Twelve out of the 15 goods markets surveyed in Luxembourg perform better than the EU28 average in terms of their score, with the econd hand cars (+7.5) market scoring highest in relation to the EU28 average, followed by the Electronic products and Fuel for vehicles (both +4.2) markets. The remaining three goods markets score in line with the EU28 average. None of the seven goods markets surveyed in both 2015 and 2017 have increased since 2015, while two markets have decreased over the same period. The largest drop is in the market for Meat and meat products (-2.8), followed by Non-prescription medicines (-1.6). Eleven of the 15 individual goods markets surveyed in both 2013 and 2017 have improved since The largest increases are in the House and garden maintenance products (+6.6), pectacles and lenses (+5.9) and Fuel for vehicles (+5.5) markets. The other markets remained stable since Aside from the negative trend since 2015, all component scores are better in Luxembourg compared to the EU28 average. In addition, the goods markets proportion of persons who experienced problems and the proportion of persons who complained as a result of the problems experienced are both lower than the EU28 average. However, the level of is worse than the EU28 average for the goods markets overall. Compared to 2015, the goods markets average trust, choice and expectations scores have decreased, while the comparability component remained stable and the problems & component increased over the same period. In addition, the average proportion of persons who experienced problems for the goods markets decreased since 2015, as did the average level of. There is no change since 2015 in terms of the proportion of persons who complained as a result of the problems experienced. Compared to the EU28 average, market performance on a single component for the goods markets in Luxembourg is the highest for the econd hand cars (+1.7 points), Fuel for vehicles ( points), Meat and meat products ( points), Electronic products ( points) and New cars ( points) markets, all scoring best on the trust component. On the other hand, the Alcoholic drinks market has the lowest scores compared to the EU28 average ( on choice and on expectations), followed by the Dairy products ( on choice) market. In terms of market performance on a single component, the market for Fuel for vehicles in Luxembourg has improved the most since 2015 ( on problems & ), followed by the econd hand cars, Non-prescription medicines, ICT products markets (all three scoring on problems & ) and "Electronic products" ( on problems & ). Although the Non-prescription medicines market scores high for problems &, it shows the greatest decrease since 2015 on the choice component ( points). The next lowest scoring goods markets since 2015 are the markets on Meat and meat products ( points each on expectations, trust and choice) and econd hand cars ( on expectations) ervices Markets The top three services markets in Luxembourg in terms of the score are Gas services, TV-subscriptions and Personal care services. The bottom three are the markets for Real estate services, Investment products, private personal pensions and securities and Private life insurance. Of the 25 services markets surveyed in Luxembourg, 23 have a higher score in comparison to the EU28 average, with the Electricity services (+9.1), Train services and TVsubscriptions (both +8.6) markets performing the best in relation to the EU28 average. The remaining two markets, Holiday accommodation and Personal care services, score in line with the EU28 average EUR 71 EN

72 Of the 23 individual services markets surveyed in both 2015 and 2017, only the market for Vehicle rental services (+1.9) has improved since Three services markets decreased over the same period, namely the Water supply (-3.0), Internet provision (-1.7) and Mobile telephone services (-1.6) markets. Out of the 25 services markets surveyed in both 2013 and 2017, 23 have improved since 2013, although the scores for the Investment products, private personal pensions and securities and Private life insurance markets remained stable over the same period. The most improved market since 2013 is Gas services (+7.8), followed by the Bank accounts (+7.1) and TV-subscriptions (+7.0) markets. The remaining two markets did not register a change over the same period. As for the goods markets, all components score above the EU28 average for the services markets in Luxembourg. In addition, the proportion of persons who experienced problems is lower than the EU28 average, while the proportion of persons who complained as a result of the problems experienced and the level of are both in line with the EU28 average. Compared to 2015, the comparability, trust, choice and expectations component scores for the services markets decreased, while only the problems & component increased over the same period. As for the goods markets, the proportion of persons who experienced problems and the level of both decreased since However, the proportion of persons who complained as a result of the problems experienced has increased over the same period. In comparison with the EU28 average, the best performing services markets in Luxembourg are: Water supply (+1.7 on choice), Train services (+1.7 on choice), Electricity services ( on trust), Real estate services ( on trust) and Mobile telephone services ( on trust) markets. On the opposite end of the scale, the services market for Holiday accommodation is the only market in Luxembourg that performs below average, scoring points below the EU28 average on choice and points below the EU28 average on expectations. The most improved services markets on a single component in Luxembourg since 2015, are: Holiday accommodation ( points), Vehicle rental services ( points), Real estate services ( points), Mortgages ( points), and Fixed telephone services ( points), all scoring best on the problems & component. By contrast, the Real estate services market has decreased the most on a single component since 2015 ( on expectations and on comparability), followed by the Water supply ( on trust and on expectations) and Mobile telephone services ( on comparability) markets. Difference with EU28 5 Top markets (compared to EU28 average) & 46 Electricity services +9.1* * * -8.8* -2.9* * +21.9* * * 36 Train services +8.6* * * -11.4* * +30.8* * +1.7* 54 TV-subscriptions +8.6* * * -11.7* * +15.3* * * 32 Fixed telephone services +8.4* * * -13.6* * -85.3* * * 34 Internet provision +8.1* * * -17.0* * +13.1* * * 5 Bottom markets (compared to EU28 average) & 6 Alcoholic drinks * * * 39 Holiday accommodation * -5.6* -2.8 * +22.3* * * 55 Dairy products * -3.8* * * 22 Personal care services * * -3.5* N/A * N/A 19 Personal care products * * * EUR 72 EN

73 Difference with 2015 Improved most since 2015 & 38 Vehicle rental services +1.9* * -0.8 * TV-subscriptions +1.7 * -5.3* * +51.4* Fixed telephone services +1.6 * * * -54.4* 47 Gas services * * +57.9* Electronic products * Deteriorated most since 2015 & 45 Water supply -3.0* * * -2.4* * * * 2 Meat and meat products -2.8* * * -2.8* * * 20 Real Estate ervices -1.8 * -7.6* * * 34 Internet provision -1.7* * Mobile telephone services -1.6* * * * * 2017 EUR 73 EN

74 Monitoring consumer markets in the European Union HUNGARY G O O D E R V I C E per market Personal care products House and garden maintenance products Furniture and furnishings Meat and meat products Non-prescription medicines mall household appliances Fixed telephone services Holiday accommodation Mobile telephone services Packaged Holidays and Tours Offline gambling and lottery services Investment products, private personal pensions and securities Vehicle maintenance and repair services Loans, credit and credit cards Tram, local bus, metro, and underground services & All markets Dairy products pectacles and lenses Alcoholic drinks ICT products New cars Fuel for vehicles All goods markets Clothing and footwear Electronic products econd hand cars Electricity services Personal care services Water supply Airline services Postal ervices Internet provision Bank accounts Vehicle rental services Vehicle insurance Gas services All services markets Home insurance Private Life Insurance Train services TV-subscriptions Mortgages Real Estate ervices * * +5.5* +9.3* +4.1* +4.1* +6.6* +6.0* +6.0* +6.6* +8.8* +3.3* +3.8* +6.3* +8.8* +4.6* +9.4* +5.5* +3.6* +4.1* +6.7* +6.6* +8.2* +9.0* +9.8* +7.6* +3.6* +5.6* +9.0* +2.4* +14.4* +5.2* * +16.4* +12.1* +12.5* +14.3* +13.1* +11.6* +15.1* +14.0* +11.8* +18.3* +23.2* +12.2* +9.0* +22.2* +11.6* * +10.5* * +11.8* +7.5* +10.2* +15.8* +11.7* +16.5* +15.2* * -4.7* +6.2* +3.6* +7.8* +7.7* +7.6* -2.6* +3.7* * +8.4* +8.4* +8.2* +8.7* +9.5* -1.9* +3.5* -0.9* +10.0* +3.2* +6.4* * +10.4* +6.6* +3.3* * -5.1* +19.2* +21.7* +12.5* -6.3* +6.4* +14.6* +10.0* * +9.1* -2.2* +3.6* +9.4* -6.2* +5.6* +3.4* +10.1* * +3.3* +4.2* +7.6* -3.3* +5.8* +8.4* -3.7* +5.6* +8.3* +13.4* +7.6* -3.4* +4.8* * +17.1* +8.2* -3.1* +3.3* +9.9* * +4.6* +5.8* +17.4* +10.8* * -4.9* +7.5* * +4.0* +2.9* +8.7* * +11.6* +4.9* -3.6* +12.0* +5.8* +29.6* +15.0* * +4.6* -3.7* +8.9* +14.5* +12.2* -2.9* * +9.6* +11.3* +6.6* -3.6* * +12.1* +15.3* +8.0* -2.5* +3.2* +14.3* +17.7* +8.8* -2.9* +4.2* +13.7* +13.4* +6.6* -5.5* +4.6* +12.8* +4.2* -2.4* +7.1* +2.6* +3.6* +7.4* +23.1* +16.0* -4.9* * +9.5* +6.9* -4.2* +7.1* +17.0* +9.8* -2.6* +5.9* +9.7* +12.4* +10.2* -3.1* +3.7* +5.7* Country- EU * +7.4* * +9.4* +11.2* +4.6* -3.9* +5.8* * +6.4* +17.5* +5.1* +15.4* +10.2* +4.9* -2.9* +3.0* * +4.4* +11.9* * +11.3* +9.4* +13.1* +9.5* -3.8* +4.8* * +7.8* +6.1* +8.0* +2.6* +10.0* Overall Performance The average score of all markets surveyed in Hungary is 89.6, which is above the EU28 average (+9.4). The goods markets score is 91.1 and the services markets score is 88.7, which are both above the EU28 average, by 8.4 and 10.0 points respectively. Hungary is ranked among the top three EU28 countries for 15 goods and 22 services markets. For these markets, Hungary is ranked first among all EU28 countries for 14 goods and 19 services markets, second for another three markets (one goods market and two services markets) and third for one services market. The overall score of Hungary has increased by 6.4 points since Both the overall scores of the goods (+6.0) and the services (+6.6) markets have improved since EUR 74 EN

75 18.2. Goods Markets The top three goods markets in Hungary in terms of the score are Personal care products, Dairy products and pectacles and lenses. The bottom three markets are econd hand cars, Electronic products, and Clothing and footwear. All 15 goods markets surveyed in Hungary perform better than the EU28 average in terms of their score, with the markets for New cars (+10.7), Personal care products (+10.1) and Meat and meat products (+9.9) scoring the best. All the seven goods markets surveyed in both 2015 and 2017 have improved since 2015, with the largest increase in their score recorded for the Meat and meat products (+9.3) market, followed by the Fuel for vehicles and econd hand cars (both +6.6) markets. All 15 goods markets surveyed in both 2013 and 2017 also improved since 2013, with the largest increase in their score recorded for the Clothing and footwear (+18.3), econd hand cars (+17.4) and Meat and meat products (+17.1) markets. All component scores for the goods markets are better than the EU28 average. In addition, the goods market average proportion of persons who experienced problems is lower than the EU28 average, while the level of is in line with the EU28 average. However, the proportion of persons who complained as a result of the problems experienced is higher in Hungary in comparison to the EU28 average for the goods markets. All component scores in Hungary have improved since 2015 for the goods markets. In addition, the proportion of persons who experienced problems and the level of both decreased over the same period. However, the proportion of persons who complained as a result of the problems experienced increased since Compared to the EU28 average, the best scoring goods markets in Hungary are the Meat and meat products (+1.7 points), New cars (+1.6 points), Personal care products (+1.6 points), Fuel for vehicles ( points), and Clothing and footwear ( points) markets, all scoring highest on the trust component. Not a single goods market in Hungary shows a performance below the EU28 average. In terms of change on a specific component, the Meat and meat products market in Hungary has improved the most since 2015 ( on trust and on comparability), followed by the Fuel for vehicles ( on trust and on comparability) and econd hand cars ( on trust) markets. None of the goods markets show a decrease on any of the five components since ervices Markets The top three services markets in Hungary in terms of the score are Electricity services, Personal care services and Water supply. The bottom three services markets are Real estate services, Mortgages, and Tram, local bus, metro, and underground services. As with the goods markets, all of the 25 services markets surveyed in Hungary perform better than the EU28 average in terms of their score, with the markets for Electricity services (+17.5), Water supply (+15.4) and Fixed telephone services (+14.3) scoring highest in relation to the EU28 average. Out of the 23 services markets surveyed in both 2015 and 2017, 22 have improved since 2015, while only the Vehicle insurance market has remained stable. The largest increases in score are recorded for the Mortgages (+14.4), Electricity services (+10.0) and Private life insurance (+9.8) markets. All of the 25 services markets surveyed in both 2013 and 2017 have improved since 2013, with the largest increases in score recorded for the Mortgages (+29.6), Electricity services (+23.2) and Gas services (+23.1) markets. As for the goods markets, all component scores are above the EU28 average. The services markets proportion of persons who experienced problems and the level of are also both below the EU28 average. However, the proportion of persons who complained as a result 2017 EUR 75 EN

76 of the problems experienced is higher in Hungary in comparison to the EU28 for the services markets. imilar to the goods markets, all the components in the services markets show an improvement since Furthermore, the proportion of persons who experienced problems and the level of decreased since 2015, while the proportion of persons who complained as a result of the problems experienced increased over the same period. With respect to the EU28 average, the market for Electricity services in Hungary has the best performance (+2.7 on trust and +2.5 on comparability). The next in line is the Water supply market, scoring next highest on three components, namely comparability (+2.6 points), choice and trust (+2.1 points on each). The only market in Hungary that has a score below the EU28 average is the Tram, local bus, metro, and underground services market, scoring points below the EU28 average on the problems & component. Among all the services markets in Hungary, the market for Mortgages has improved the most on a specific component since 2015 (+2.1 on trust and +1.8 on expectations), followed by the Water supply, Electricity services and Bank accounts markets (scoring respectively, +2.0, +2.0, and +1.9 points, each on comparability). Not a single services market in Hungary shows a decrease on a component since Difference with EU28 5 Top markets (compared to EU28 average) & 46 Electricity services +17.5* +2.5* +2.7* -7.7* -0.8 * * +1.8* 45 Water supply +15.4* +2.6* +2.1* -4.5* * +6.0 * +2.1* 32 Fixed telephone services +14.3* +1.7* +2.1* -10.0* -1.8* * * * 34 Internet provision +13.7* +1.7* +2.0* -9.3* * +12.0* * * 33 Mobile telephone services +12.8* * +2.0* -11.0* -1.5* * +16.1* * * 5 Bottom markets (compared to EU28 average) & Tram, local bus, metro, and * * * +5.8* * +12.4* * * underground services 12 mall household appliances +5.8* * * * * * 58 Loans, credit and credit cards +6.1* * * * * 39 Holiday accommodation +6.1* * * * * * 10 Electronic products +6.8* * * -6.7* * +19.8* * * Difference with 2015 Improved most since 2015 & 51 Mortgages +14.4* * +2.1* -12.2* * +23.4* +1.8* * 46 Electricity services +10.0* +2.0* * -7.7* -1.3 * -8.1 * * 52 Private Life Insurance +9.8* +1.7* * -4.4* -1.2 * * * 26 Bank accounts +9.4* +1.9* * -6.4* -1.1 * * * 2 Meat and meat products +9.3* * * -13.4* -0.9 * +39.4* * * Deteriorated most since 2015 & 30 Vehicle insurance * * * Tram, local bus, metro, and * * * * underground services 37 Airline services +3.3* * * * Vehicle maintenance and * * * * +22.9* +0.0 * repair services 40 Packaged Holidays and Tours +3.6* * * -3.0* +30.4* * 2017 EUR 76 EN

77 Monitoring consumer markets in the European Union MALTA per market & Country EU28 All markets * * +2.2* +2.8* +2.3* +1.7* +3.0* Fuel for vehicles * +6.2* +3.8* +3.9* +6.4* Dairy products * -5.5* +4.8* +3.6* ICT products * +3.6* +2.7* * Alcoholic drinks * -4.3* +3.0* +2.6* G O O D House and garden maintenance products Meat and meat products Personal care products mall household appliances All goods markets * -1.6* +2.1* +5.0* +5.1* * +6.8* +3.2* +6.7* -4.5* -3.7* +5.3* * -2.7* +5.1* +3.1* -1.8 * +6.6* * +2.9* +4.8* +1.8* +2.0* pectacles and lenses * -3.0* -0.8 Non-prescription medicines * +4.4* * Clothing and footwear * -2.5* +5.4* +2.6* +2.1* New cars * +4.9* +2.5* -2.0 Furniture and furnishings * +2.6* econd hand cars * -2.9* +6.4* +5.4* Electronic products * -3.9* * -3.4* * Personal care services * +2.5* Home insurance * +1.9* +4.9* +5.4* Holiday accommodation * +3.1* +3.2* +3.3* +1.6* Bank accounts * +4.0* -2.2* +6.2* * Loans, credit and credit cards * +3.6* +3.4* +6.3* Postal ervices * +4.9* E R V I C E Airline services Packaged Holidays and Tours Mortgages Vehicle maintenance and repair services Vehicle insurance Private Life Insurance Mobile telephone services Water supply All services markets * -2.5* * +2.0* * * +3.2* +3.0* * +1.8* +3.9* +4.1* +4.8* -4.4* +4.4* * +3.0* +6.3* +4.3* +5.6* +3.0* +2.8* +10.1* +8.9* +4.1* +3.1* +1.7* +1.9* +8.2* +5.5* +1.8* +5.2* +5.5* +5.2* +3.5* Offline gambling and lottery services * +3.8* Real Estate ervices * +8.2* Vehicle rental services * +3.1* -1.3 Internet provision * +3.1* * Electricity services * +6.1* +8.5* +13.8* +4.2* Fixed telephone services * * * Investment products, private personal pensions and securities * -2.6* +7.3* +3.4* -2.9* +4.6* TV-subscriptions * -8.2* +7.2* +9.7* -6.2* Tram, local bus, metro, and underground services * * -6.8* Overall Performance The average score of all markets surveyed in Malta is 83.2, which is above the EU28 average (+3.0). The goods markets score is 84.8 and the services markets score is 82.1, which are both above the EU28 average, by 2.0 and 3.5 points respectively. Malta ranks among the top three EU28 countries for three goods and four services markets, but is among the bottom three EU28 countries for the Electronic products goods market and the Tram, local bus, metro, and underground services services market. The overall score of Malta decreased by 1.3 points since Both the overall scores of the goods (-1.6) and the services (-1.2) markets have declined since EUR 77 EN

78 19.2. Goods Markets The top three goods markets in Malta in terms of the score are Fuel for vehicles, Dairy products and ICT products and the bottom three are Electronic products, econd hand cars and Furniture and furnishings. Of the 15 goods markets surveyed in Malta, nine perform better than the EU28 average in terms of their score. The top scoring markets in relation to the EU28 average are the markets for Fuel for vehicles (+6.4), econd hand cars (+5.4), and ICT products (+4.8). Only one goods market, the one for Electronic products (-3.4), performs below the EU28 average in terms of its score. Of the seven goods markets surveyed in both 2015 and 2017, only the market Fuel for vehicles (+3.3) has improved since Four markets decreased in their score, with the greatest decline in the Electronic products (-6.0) market, followed by New cars (-4.1), and Non-prescription medicines (-3.5). Of the 15 goods markets surveyed in both 2013 and 2017, eight markets have improved since 2013, with the largest increases in the score recorded in the Alcoholic drinks (+7.3), Dairy products (+7.0) and Fuel for vehicles (+6.2) markets. Three markets have decreased in their score since 2013, namely the markets for Electronic products (-3.9), econd hand cars (-2.9) and Furniture and furnishings (-2.4). The comparability, trust, expectations and choice component scores are all above the EU28 average, whereas the overall problems & component score is lower than average. Furthermore, the level of is higher in Malta in comparison to the EU28 average. The proportion of persons who experienced problems is in line with the EU28 average while the proportion of persons who complained as a result of the problems experienced is higher than what observed in the EU. However, compared to 2015, all component scores have worsened, except for the problems & component score, which has remained stable. In addition, the proportion of persons who experienced problems and the proportion of persons who complained as a result of the problems experienced, as well as the level of, remained stable since Compared to the EU28 average, the Fuel for vehicles market is also the top performing market on a single component in Malta ( on trust), followed by the markets for Meat and meat products ( points), econd hand cars ( points), ICT products ( points) and Dairy products ( points), all scoring best on the trust component. The bottom goods market in Malta on a single component, compared to the EU28 average is Electronic products, scoring on comparability, on choice, and on problems &. The next two in line are the mall household appliances ( on comparability) and Non-prescription medicines ( on problems & ) markets. Among all goods markets in Malta, the Fuel for vehicles is the best performing market in terms of improvement on a specific component since 2015, scoring highest on four different components, namely choice ( points), comparability and trust ( points on each), and expectations ( points). The goods markets for Electronic products (-0.8 on both choice and comparability and on trust) and New cars ( on expectations and on comparability) have experienced the biggest decline in Malta since ervices Markets The top three services markets in Malta in terms of the score are Personal care services, Home insurance and Holiday accommodation. The bottom three markets are Tram, local bus, metro, and underground services, TV-subscriptions and Investment products, private personal pensions and securities. Nineteen of the 23 services markets surveyed in Malta perform above the EU28 average in terms of their score, with the Real estate services, Mortgages (both +8.2) and Bank accounts (+6.9) markets having the highest positive difference in relation to the EU28 average. The markets for Tram, local bus, metro, and underground services (-6.8) and TVsubscriptions (-6.2) are the only services markets scoring below the EU28 average EUR 78 EN

79 None of the 21 services markets surveyed in both 2015 and 2017 in Malta have improved. ix markets decreased since 2015, with the worst declines recorded for the TV-subscriptions (- 7.6), Airline services (-3.3) and Investment products, private personal pensions and securities (-2.9) markets. even of the 23 services markets surveyed in both 2013 and 2017 in Malta have improved since 2013, led by the Electricity services (+5.9), Personal care services (+5.0) and Bank accounts (+3.9) markets. Three markets have decreased in their score over the same period, namely the markets for TV-subscriptions (-8.2), Offline gambling and lottery services (-3.1) and Investment products, private personal pensions and securities (-2.6). The comparability, trust, expectations and choice component scores are all above the EU28 average for the services markets. Only the problems & component scores in line with the EU28 average. The services markets overall level of, however, is higher than the EU28 average. Furthermore, the proportion of persons who experienced problems and the proportion of persons who complained as a result of the problems experienced are in line with the EU28 average. As far as the 's components are concerned, the average comparability, expectations and choice scores for the services markets in Malta decreased since 2015, while the trust and problems & components remained stable over the same period. In addition, the proportion of persons who experienced problems and the proportion of persons who complained as a result of the problems experienced, as well as the level of, remained stable since Compared to the EU28 average, the best performing services markets on a single component in Malta are the Bank accounts ( points), Loans, credit and credit cards ( points), Mortgages ( points), Real estate services ( points) and Mobile telephone services ( points) markets, all scoring higher than average on the trust component. By contrast, the Tram, local bus, metro, and underground services market scores below the EU28 average on three components, choice (-1.4 points), comparability (-0.8 points) and problems & (- 0.5 points), followed by the TV-subscriptions market (-1.1 on choice and on expectations). The Tram, local bus, metro, and underground services market in Malta has improved the most since 2015 on a single component ( on trust), followed by Private life insurance ( on problems & ). However, the Tram, local bus, metro, and underground services is the worst scoring market, since 2015, on the choice component (-1.2 points), followed by the TVsubscriptions (-1.1 on expectations, -0.9 on choice and -0.8 on trust) and Investment products, private personal pensions and securities (-0.8 on comparability) markets. Difference with EU28 5 Top markets (compared to EU28 average) & 20 Real Estate ervices +8.2* * * -3.8* * * 51 Mortgages +8.2* * * -2.3 * * * 26 Bank accounts +6.9* * * -4.5* +22.1* * * 17 Fuel for vehicles +6.4* * * * * 58 Loans, credit and credit cards +6.3* * * +1.6* * * 5 Bottom markets (compared to EU28 average) & Tram, local bus, metro, and * -0.8* * +7.3* * +9.9 * -1.4* underground services 54 TV-subscriptions -6.2* * * +6.9* * +6.6 * -1.1* 10 Electronic products -3.4* * +6.2* * +10.6* * 9 Furniture and furnishings pectacles and lenses EUR 79 EN

80 Difference with 2015 Improved most since 2015 & 17 Fuel for vehicles +3.3* * * * * 33 Mobile telephone services Mortgages Tram, local bus, metro, and 35 * * underground services 29 Home insurance Deteriorated most since 2015 & 54 TV-subscriptions -7.6* * -0.8* * -0.9* 10 Electronic products -6.0* -0.8* * +6.1* +7.4 * -0.8* 15 New cars -4.1* * * * * 48 Non-prescription medicines -3.5* * * +3.3* +2.1 * * * 37 Airline services -3.3* * * * 2017 EUR 80 EN

81 Monitoring consumer markets in the European Union NETHERLAND per market & Country EU28 All markets 79.0 * +1.8* * -1.2* Dairy products * * Alcoholic drinks 84.5 * Fuel for vehicles * -1.2* +2.3* mall household appliances * -1.5* G O O D Personal care products Electronic products pectacles and lenses House and garden maintenance products All goods markets Non-prescription medicines * * * * +1.9* * * * -0.9* -2.3* Clothing and footwear * +1.7* -2.5* -0.8 Furniture and furnishings 81.0 * -2.2* New cars * ICT products * -2.8* Meat and meat products * -3.6* econd hand cars * Personal care services * Holiday accommodation * * -1.9* Packaged Holidays and Tours * +2.0* -1.6* Vehicle insurance * +2.4* -1.3 * Airline services * Water supply * +2.6* -3.6* * Gas services * +3.8* Vehicle maintenance and repair services * E R V I C E Electricity services Loans, credit and credit cards Fixed telephone services Vehicle rental services Bank accounts Home insurance All services markets Postal ervices * +1.7* +1.9* * +2.5* +6.3* +3.7* +5.0* +2.4* +2.5* +4.8* +2.1* +3.6* +1.8* +3.4* -3.4* * * * * +1.6 * -2.0* +2.7* * -1.7* -2.5* -1.4* -2.5* Tram, local bus, metro, and underground services * +3.7* -2.8* * Mortgages * +6.4* +2.5* -2.8* Mobile telephone services * * TV-subscriptions * * -3.2* Train services * +5.6* -2.9* -1.7* -2.3* Internet provision * Real Estate ervices Private Life Insurance * +3.3* -4.9* Offline gambling and lottery services * Investment products, private personal pensions and securities * +4.0* -6.0* Overall Performance The average score of all markets surveyed in the Netherlands is 79.0, which is below the EU28 average (-1.2). The goods markets score is 81.9 and the services markets score is 77.2, which are both below the EU28 average, by 0.9 and 1.4 points respectively. The Netherlands ranks among the bottom three EU28 countries for four markets. The overall score of the Netherlands has improved by 1.0 points since 2015, driven by a 1.1 point increase in the overall score for the services markets. The goods markets average has remained stable since EUR 81 EN

82 20.2. Goods Markets The top three goods markets in the Netherlands in terms of the score are Dairy products, Alcoholic drinks and Fuel for vehicles and the bottom three goods markets are econd hand cars, Meat and meat products and ICT products. Out of the 15 goods markets surveyed in the Netherlands, Fuel for vehicles (+2.3), econd hand cars () and Dairy products () are the only goods markets performing better than the EU28 average in terms of their score. On the other hand, seven goods markets score below the EU28 average, with the Meat and meat products (-3.6), pectacles and lenses (-2.9) and ICT products (-2.8) markets scoring lowest compared to the EU28 average. All seven individual goods markets surveyed in both 2015 and 2017 remained stable in terms of their score compared to Four out of the 15 individual goods markets surveyed in both 2013 and 2017 have increased since 2013, led by the markets for Dairy products (+2.6), Electronic products and Clothing and footwear (both +2.4). The other markets remained stable over the same period. In relation to the EU28 average, the goods markets have a better expectations component score, while the problems & score is in line with the EU28 average. However, the comparability, trust and choice component scores are all below the EU28 average. Furthermore, the level of is lower in comparison to the EU28 average. Both the proportion of persons who experienced problems and the proportion of persons who complained as a result of the problems experienced are in line with the EU28 average. In comparison to 2015, only the goods markets average expectations component score improved, while the other component scores remained stable. In addition, the proportion of persons who complained as a result of the problems experienced improved since 2015, while the proportion of persons who experienced problems and the level of both remained stable over the same period. Compared to the EU28 average, the best performing goods market on a single component in the Netherlands is Fuel for vehicles ( on expectations and on choice), followed by the econd hand cars ( on comparability), New cars ( on comparability) and Dairy products ( on expectations) markets. On the other hand, the Meat and meat products market is the worst performing one compared to the EU28 average (-0.8 on trust), followed by the Furniture and furnishings ( on comparability), Non-prescription medicines ( on trust), ICT products ( on trust) and Electronic products ( on choice) markets. In terms of market performance on a single component, the Electronic products market shows the largest improvement of all goods markets in the Netherlands since 2015 ( on trust). The markets that show the next largest improvements since 2015 are the Fuel for vehicles ( on expectations), New cars ( on expectations), Electronic products ( on expectations) and Meat and meat products ( on problems & ) markets. Conversely, the ICT products market is the only market in the Netherlands that has recorded a decrease since 2015, scoring points on the problems & component ervices Markets The top three services markets in the Netherlands in terms of the score are Personal care services, Holiday accommodation and Packaged holidays and tours. The bottom three markets are the Investment products, private personal pensions and securities, Offline gambling and lottery services and Private life insurance markets. Out of the 25 services markets surveyed in the Netherlands, only three services markets, the Water supply (+3.2), Electricity services (+2.7) and Fixed telephone services () markets, perform above the EU28 average in terms of their score. Fifteen of the 25 services markets surveyed score below average, with the Offline gambling and lottery services (-7.0), Investment products, private personal pensions and securities (-6.0) and Private life insurance (-4.9) markets scoring lowest in relation to the EU28 average EUR 82 EN

83 even out of the 23 services markets surveyed in both 2015 and 2017 have improved since 2015, with the highest scores in the recorded for the Mortgages (+4.4), Investment products, private personal pensions and securities (+4.3) and Gas services (+2.8) markets, while the other markets have remained stable over the same period. Fifteen out of the 25 services markets surveyed in both 2013 and 2017 in the Netherlands have improved since 2013, led by the Mortgages (+6.4), Loans, credit and credit cards (+6.3) and Train services (+5.4) markets. The other markets remained stable over the same period. Nevertheless, the comparability, trust and choice components are below the EU28 average, while only the problems & scored marginally higher. The goods markets scored in line with the EU28 average in the expectations component. In addition, the level of was lower than the EU28 average. Furthermore, the proportion of persons who experienced problems and the proportion of persons who complained as a result of the problems experienced were in line with the EU28 average. The services markets average trust, expectations and choice component scores have improved since 2015, while the comparability and problems & components remained stable over the same period. The proportion of persons who experienced problems and the proportion of persons who complained as a result of the problems experienced, as well as the level of, remained stable between 2015 and The Water supply services is the services market that scores best in the Netherlands compared to the EU28 average ( on expectations and on trust). The next highest performing markets are the Electricity services ( on expectations), Fixed telephone services ( on expectations) and Loans, credit and credit cards ( on expectations) markets. By contrast, the services markets that perform the worst on a single component, compared to the EU28 average are Tram, local bus, metro, and underground services (-1.1 on comparability), Offline gambling and lottery services ( on trust and -0.9 on choice), Private life insurance ( on choice) and Water supply (-0.9 on comparability). Out of all the services markets in the Netherlands, the market for Investment products, private personal pensions and securities has the highest increase on a specific component since 2015 ( on expectations and on trust), followed by the Mortgages market, which scores highest on three components ( on, both, trust and expectations and on choice). On the opposite end of the scale, the markets showing the greatest decrease since 2015 in a single component in the Netherlands are: Vehicle maintenance and repair services ( on comparability), Vehicle rental services ( on problems & and on trust), Internet provision ( on problems & ) and Postal services ( on problems & ). Difference with EU28 5 Top markets (compared to EU28 average) & 45 Water supply +3.2* -0.9* * -4.6* * -4.6 * * 46 Electricity services +2.7* * * -7.7 * * 17 Fuel for vehicles +2.3* * * -3.0 * -57.8* * * 16 econd hand cars * * * -0.9* -4.0 * 32 Fixed telephone services * * * -3.3* -1.2* * -4.8 * * 5 Bottom markets (compared to EU28 average) & 59 Offline gambling and lottery services -7.0* -0.9* * +5.6* * * +13.5* * -0.9* 28 Investment products, private personal pensions and -6.0* -0.8* * +5.0* * +8.9 * * 52 Private Life Insurance -4.9* * * -1.7* +9.3 * * 2 Meat and meat products -3.6* * -0.8* -2.1* -1.1 * -7.7 * * 54 TV-subscriptions -3.2* * * +4.3* * +2.5 * * 2017 EUR 83 EN

84 Difference with 2015 Improved most since 2015 & 51 Mortgages +4.4* * * * Investment products, private * * * * * personal pensions and 47 Gas services +2.8* * * * * 46 Electricity services +2.0* * +1.7* -4.7 * * 52 Private Life Insurance +2.0* * -3.2* +3.4 Deteriorated most since 2015 & 13 ICT products * -7.8 Vehicle maintenance and 23 * repair services 31 Postal ervices * Vehicle rental services * +7.1* * econd hand cars * 2017 EUR 84 EN

85 Monitoring consumer markets in the European Union AUTRIA per market & Country EU28 All markets * +8.5* * * * +3.9* pectacles and lenses * mall household appliances * +2.3* Electronic products * +5.2* +6.0* +2.5* House and garden maintenance products * +2.9* +2.6* G O O D Furniture and furnishings ICT products Dairy products All goods markets Alcoholic drinks Clothing and footwear * +5.1* +8.7* +2.0* +5.7* +1.7* +11.2* +7.5* +7.2* * * +1.7 * -2.2* +2.7* +2.5* +2.2* +3.0* Personal care products * -1.3 Fuel for vehicles * +10.0* +4.8* * +2.8* Non-prescription medicines * +7.1* * Meat and meat products * +10.3* +8.2* -2.4* +3.0* econd hand cars * +12.5* * New cars * * TV-subscriptions * +13.0* * +9.3* Gas services * +11.6* +2.2* * Vehicle insurance * +4.9* +2.5* +2.6* +3.9* Internet provision * +14.2* +12.5* +3.3* +8.5* Train services * +5.7* +2.6* +5.0* +8.5* Airline services * +5.8* * +2.9* Tram, local bus, metro, and underground services * +3.4* +3.5* +2.3* * Holiday accommodation * +2.5* +4.7* +1.9* E R V I C E Postal ervices Vehicle maintenance and repair services Water supply Personal care services Mobile telephone services Bank accounts Electricity services Loans, credit and credit cards * -1.6* +13.5* +7.2* +6.5* +16.7* +14.3* +7.6* +5.4* +13.7* * +6.5* +1.7* +16.1* +14.6* +7.7* +2.8* +6.9* * * * * +6.6* +7.6* +7.4* +6.0* +7.8* +5.4* All services markets * +8.9* * * * +4.9* Fixed telephone services * +10.0* +6.4* * Packaged Holidays and Tours * +5.0* +5.0* +3.0* Vehicle rental services * +4.9* * Home insurance * +5.3* +2.0 * Offline gambling and lottery services * +2.8* Investment products, private personal pensions and securities * +14.4* * +5.0* Mortgages * +10.4* +9.9* +2.3* +4.1* Private Life Insurance * +9.8* +11.4* * Real Estate ervices * +12.7* +14.1* * Overall Performance The average score of all markets surveyed in Austria is 84.1, which is higher than the EU28 average (+3.9). The goods markets score is 85.0 and the services markets score is 83.6, which are both above the EU28 average, by 2.2 and 4.9 points respectively. Austria ranks among the top three EU28 countries for four services and four goods markets. The overall score of Austria has remained stable since 2015, with both the goods and services markets showing no change in their overall score Goods Markets The top three goods markets in Austria in terms of the score are pectacles and lenses, mall household appliances and Electronic products. The bottom three are the New cars, econd hand cars and Meat and meat products markets EUR 85 EN

86 Of the 15 goods markets surveyed in Austria, 12 perform better than the EU28 average in terms of their score. The highest scoring goods markets in Austria compared to the EU28 average are the econd hand cars (+6.7), Meat and meat products and Clothing and footwear (both +3.0) markets. The remaining three goods markets score in line with the EU28 average. Of the seven goods markets surveyed in both 2015 and 2017, only the Meat and meat products market (+1.9) has increased in its score since Two markets show a decrease since 2015, with the largest occurring for the ICT products (-2.0) market, followed by Other electronic products (-1.6), while the other markets remained stable over the same period. ince 2013, 13 out of 15 goods markets surveyed in both 2013 and 2017 have increased in their score, with the largest increases in the econd hand cars (+11.9), Clothing and footwear (+11.2) and Fuel for vehicles (+11.0) markets. Only the market for New cars (-1.6) has decreased in its score since The comparability, trust and problems & component scores are better than the EU28 average, while the expectations and choice component scores are in line with the EU28 average. In addition, the proportion of persons who experienced problems and the proportion of persons who complained as a result of the problems experienced are lower in comparison to the EU28 average, while the level of is higher. In terms of performance at component level, only the problems & score has improved since 2015, while the scores for the expectations and choice components have decreased over the same period. The comparability and trust component scores remained stable since In addition, the proportion of persons who experienced problems has decreased since 2015, while the proportion of persons who complained as a result of the problems experienced and the level of both remained unchanged over the same period. In terms of market performance on a specific component, the econd hand cars market in Austria has the highest score (+1.6 on trust), compared to the EU28 average. The next highest scoring goods markets are the Fuel for vehicles ( points), Meat and meat products ( points), Clothing and footwear ( points) and Electronic products ( points) markets, all scoring higher than average on the trust component. On the opposite end of the scale, the market for Personal care products has the lowest score, scoring points below the EU28 average on choice. The next markets in line are the markets for New cars ( points on expectations), Alcoholic drinks ( points on choice and points on expectations), and Dairy products ( points on choice). Among all goods markets in Austria, the Meat and meat products market has registered the highest increase on a single component ( on problems & and comparability), since The other two highest scoring markets in line are the econd hand cars, Fuel for vehicles markets (both on problems & ) and Non-prescription medicines ( on problems & ). Conversely, the goods market that has decreased the most since 2015, is the ICT products market, scoring on both the expectations and choice components, and on the comparability component. The other two lowest scoring markets since 2015 are the markets for econd hand cars ( on expectations) and Electronic products ( on comparability) ervices Markets The top three services markets in Austria in terms of the score are TV-subscriptions, Gas services and Vehicle insurance. The bottom three are the Real estate services, Private life insurance and Mortgages markets. Out of the 25 services markets surveyed in Austria, 22 perform better than the EU28 average in terms of their score. The three services markets that perform best compared to the EU28 average are TV-subscriptions (+9.3), Internet provision and Train services (both +8.5). The remaining three services markets score in line with the EU28 average. Out of the 23 Austrian services markets surveyed in both 2015 and 2017, only three markets have increased in their score since 2015, namely the Fixed telephone services (+2.9), Internet provision (+1.8) and Mortgages (+1.8) markets. even services markets have decreased in their score since 2015, with the largest decreases in the Holiday 2017 EUR 86 EN

87 accommodation (-2.6), Private life insurance (-2.2) and Real estate services (-1.9) markets. Of the 25 services markets surveyed in both 2013 and 2017, all but one have increased in their score since 2013, with the exception being the Personal care services market, which has remained stable in terms of its score. The top three markets that have increased the most since 2013 are: the Mobile telephone services (+16.7), TV-subscriptions (+15.5) and Bank accounts (+14.3) markets. All component scores are better than the EU28 average for the services markets overall. In addition, the proportion of persons who experienced problems and the proportion of persons who complained as a result of the problems experienced are lower than the EU28 average, while the level is in line with the EU28 average. imilar to the goods markets, only the problems & component score has improved since 2015, while the scores for expectations and choice have decreased over the same period. The component scores for trust and comparability remained stable since Furthermore, the proportion of persons who experienced problems and the proportion of persons who complained as a result of the problems experienced, as well as the level of, decreased from 2015 to In relation to the EU28 average, the markets for Train services and Water supply in Austria score best on a single component (+1.6 points and points respectively, both on the choice component). The next highest scoring markets are the Mobile telephone services, TVsubscriptions and Electricity services markets (scoring points, points, and points respectively, all on the trust component). By contrast, the worst performing services market in Austria on a single component compared to the EU28 average is the market for Holiday accommodation, scoring points below the EU28 average on choice, followed by the Personal care services ( on expectations and on choice) and the Packaged holidays and tours ( on expectations) markets. The most improved services market on a single component in Austria, since 2015, is the Fixed telephone services market ( on trust and on both problems & and choice). The next most improved markets in line are the markets for Real estate services ( on problems & ) and Train services ( on problems & ). By contrast, the services markets showing the greatest decline since 2015 are Private life insurance ( points), Holiday accommodation ( points), Real estate services ( points), Home insurance ( points) and Vehicle maintenance and repair services ( points), all scoring worst on the expectations component. Difference with EU28 5 Top markets (compared to EU28 average) & 54 TV-subscriptions +9.3* * * -14.9* +3.5* * * * 34 Internet provision +8.5* * * -19.3* -2.5* * * * 36 Train services +8.5* * * -11.1* -1.3* * * +1.6* 46 Electricity services +7.8* * * -6.6* -1.5* * -5.7 * * 45 Water supply +7.6* * * -6.3* * -44.7* * * 5 Bottom markets (compared to EU28 average) & 22 Personal care services * * * -38.3* * * 6 Alcoholic drinks +0.0 * -1.8* * -55.4* * * 55 Dairy products * * * -0.0 * 19 Personal care products * * -2.9* +3.1* * * * 39 Holiday accommodation * -4.6* * * 2017 EUR 87 EN

88 Difference with 2015 Improved most since 2015 & 32 Fixed telephone services +2.9* * * -6.8* * -81.9* * 2 Meat and meat products +1.9* * * -1.1 * Internet provision +1.8* * * -5.2* -2.6* * -46.0* 51 Mortgages +1.8* * * -4.0* -1.1 * TV-subscriptions -3.8* +2.6* * Deteriorated most since 2015 & 39 Holiday accommodation -2.6* * * -4.2* -1.3 * -4.3 * * 52 Private Life Insurance -2.2* * * * +9.6 * * 13 ICT products -2.0* * * -75.7* * * 20 Real Estate ervices -1.9* * * -6.0* * +53.6* * * 10 Electronic products -1.6* * * -0.0 * * 2017 EUR 88 EN

89 Monitoring consumer markets in the European Union POLAND G O O D E R V I C E per market Personal care products Non-prescription medicines mall household appliances Meat and meat products Clothing and footwear pectacles and lenses House and garden maintenance products Furniture and furnishings Personal care services Holiday accommodation Mobile telephone services Packaged Holidays and Tours Vehicle rental services Tram, local bus, metro, and underground services Loans, credit and credit cards Fixed telephone services Private Life Insurance Offline gambling and lottery services Investment products, private personal pensions and securities Vehicle maintenance and repair services & All markets Alcoholic drinks Dairy products Electronic products All goods markets Fuel for vehicles ICT products New cars econd hand cars Airline services Water supply Gas services Home insurance Postal ervices Electricity services Internet provision Vehicle insurance Train services Bank accounts All services markets TV-subscriptions Mortgages Real Estate ervices * -3.5* * -3.5* * +4.0* +6.8* +4.1* +3.9* * +13.2* +4.4* +10.5* * +5.6* +6.6* * * * +4.1* -3.4* +3.6* * +3.9* * * +2.6* * +5.4* -3.1* +4.4* +4.3* * -2.4* +4.4* * * +7.5* +2.7* +2.4* * * +3.7* -2.2* +4.6* +2.9* * * +2.8* +2.9* +2.7* +2.6* -3.0* -4.5* * * +7.6* +4.4* -3.4* +1.6* +2.4* +5.2* +2.5* * * +3.2* * * * -1.2* * -9.0* * +4.8* * * +14.2* +9.5* +4.2* -6.8* * +2.8* * * -1.9* -1.7* -2.7* Country- EU * +2.6* +1.8* +1.9* * * -2.4* -1.1 * -1.6* -2.6* * -2.2* -1.9* +2.7* -1.5* * * -2.7* -3.6* -4.3* -3.3* -6.3* -5.3* -9.4* -4.5* Overall Performance The average score of all markets surveyed in Poland is 78.9, which is lower than the EU28 average (-1.2). The goods markets average score is 82.3, while the services markets score is 76.9, both lower than the EU28 average by 0.4 and 1.7 points respectively. Poland ranks among the top three EU28 countries for the Personal care products goods market, but also in the bottom three for the Vehicle maintenance and repair services and the Vehicle insurance services markets. The overall score of Poland has increased by 1.9 points since Both the overall scores of the goods (+2.3) and the services (+1.8) markets have improved since EUR 89 EN

90 22.2. Goods Markets The top three goods markets in Poland in terms of the score are Alcoholic drinks, Personal care products and Dairy products and the bottom three are the econd hand cars, New cars and ICT products markets. ix out of 15 goods markets surveyed in Poland perform above the EU28 average in terms of their score, led by the markets for Alcoholic drinks (+2.7), Personal care products (+2.6) and Meat and meat products (+2.3). Four goods markets perform below the EU28 average, with the lowest scoring being the econd hand cars (-9.0), ICT products (-2.6) and pectacles and lenses (-2.4) markets. Three of the seven individual goods markets surveyed in both 2015 and 2017 increased in their score since 2015, with the largest increase in the Meat and meat products (+7.0) market. The other markets remained stable since Eight out of 15 goods markets surveyed in both 2013 and 2017 increased in their score since 2013, with the largest increases in the Meat and meat products (+13.2), Clothing and footwear (+10.5) and Fuel for vehicles (+7.5) markets. None of the goods markets in Poland show a decrease since Overall, the goods markets in Poland score above the EU28 average for the comparability, expectations and choice components. The trust and problems & component scores, however, are below the EU28 average. In addition, the proportion of persons who experienced problems and the level of are both higher in Poland in comparison to the EU28 average, while the proportion of persons who complained as a result of the problems experienced is in line with the EU28 average. The average comparability, choice, trust and expectations scores for the goods markets, improved since 2015, while the problems & component remained stable over the same period. In addition, the proportion of persons who experienced problems and the proportion of persons who complained as a result of the problems experienced, as well as the level of, remained stable since From all the goods markets in Poland, the Meat and meat products market scores best on a single component compared to the EU28 average ( on choice and on comparability). The other goods markets with the highest scores are the Dairy products and Fuel for vehicles markets (both scoring on choice), as well as the Personal care products market ( on choice). The worst performing goods market in Poland is econd hand cars, scoring worst on three components, namely trust, expectations and comparability (-2.3 points, -0.9 points and -0.8 points respectively, below the EU28 average). The next two lowest scoring markets are mall household appliances (-0.8 on trust) and pectacles and lenses ( on trust). The Meat and meat products market in Poland also has the highest increase (+1.7 on trust and on expectations) on a single component since The next most improved markets in line are the Fuel for vehicles ( on trust) and Non-prescription medicines ( on trust and on expectations) markets. In contrast, the market for ICT products is the only goods market in Poland that has registered a decrease on a single component since 2015 ( on comparability) ervices Markets The top three services markets in Poland in terms of the score are Personal care services, Airline services, and Holiday accommodation. The bottom three are the Real estate services, Vehicle maintenance and repair services, and Investment products, private personal pensions and securities markets. Of the 25 services markets surveyed in 2015, only three markets, the markets for Mobile telephone services (+4.8), Water supply (+2.7) and Electricity services (+1.6), perform above the EU28 average in terms of their score. Fourteen services markets score below the EU28 average, with the markets for Vehicle maintenance and repair services (-9.4), Offline 2017 EUR 90 EN

91 gambling and lottery services (-6.3) and Investment products, private personal pensions and securities (-5.3) comparing least favourably to the EU28 average. Eight out of the 23 services markets surveyed in both 2015 and 2017 have improved since 2015, led by the markets for Mobile telephone services, Electricity services (both +7.5) and Train services (+5.9). In contrast, the markets for Vehicle maintenance and repair services and Vehicle insurance (both -3.5) and TV-subscriptions (-3.1) are the only markets that decreased in their score since Out of the 25 services markets surveyed in both 2013 and 2017, 13 have improved since 2013, with the greatest improvements for the Train services (+14.2), Electricity services (+7.6) and Water supply (+6.6). The only markets that decreased in their score since 2013 are the Offline gambling and lottery services (- 3.4) and Vehicle insurance (-2.3) markets. All five components score below the EU28 average. In addition, the proportion of persons who experienced problems in Poland is higher than in the EU as a whole while the proportion of persons who complained as a result of the problems experienced and the level of are both in line with the EU28 average. All five components in the services markets improved since In addition, between 2015 and 2017, the proportion of persons who complained as a result of the problems experienced and the level of decreased, while the proportion of persons who experienced problems remained stable. In relation to the EU28 average, the best scoring services markets in Poland on a specific component is Mobile telephone services ( on choice and on trust), followed by the Electricity services ( on trust) and Water supply ( on trust and on expectations). Inversely, the Vehicle maintenance and repair services market has the lowest score on a single component, compared to the EU28 average (scoring -1.7 on trust and on comparability). The markets with the next lowest scores are: Offline gambling and lottery services (-1.4 on trust), Vehicle insurance ( on expectations) and Investment products, private personal pensions and securities ( on trust). The market for Mobile telephone services in Poland has also improved the most on a single component since 2015 (+1.7 on trust), followed by the markets for Electricity services (scoring on choice, on comparability and on trust) and Water supply ( on choice). On the opposite end of the scale, the market for Vehicle insurance has the lowest score on a specific component in Poland since 2015 ( on expectations). Another market that has decreased since 2015 is Vehicle maintenance and repair services (scoring on comparability and on choice). The next worst performing markets on a single component since 2015 are TV-subscriptions ( on comparability) and Real estate services ( on comparability). Difference with EU28 5 Top markets (compared to EU28 average) & 33 Mobile telephone services +4.8* * * * * 6 Alcoholic drinks +2.7* * * * * 45 Water supply +2.7* +0.0 * * 19 Personal care products +2.6* * * * 2 Meat and meat products +2.3* * * +6.1* +1.7* * +9.6 * * 5 Bottom markets (compared to EU28 average) & Vehicle maintenance and * * -1.7* +9.2* -0.0 * * -0.8* repair services 16 econd hand cars -9.0* -0.8* -2.3* +3.2 * * * 59 Offline gambling and lottery services -6.3* * -1.4* * 28 Investment products, private personal pensions and -5.3* * * +4.7* * * * 20 Real Estate ervices -4.5* * -0.9* * * 2017 EUR 91 EN

92 Difference with 2015 Improved most since 2015 & 33 Mobile telephone services +7.5* +1.7* -11.5* -0.8* * -4.1 * * 46 Electricity services +7.5* * * * * 2 Meat and meat products +7.0* * +1.7* -6.6* * -7.9 * * 36 Train services +5.9* * * * * -2.9 * * 45 Water supply +5.6* * * * * Deteriorated most since 2015 & 30 Vehicle insurance -3.5* * * * Vehicle maintenance and * * * +1.6 * * * * repair services 54 TV-subscriptions -3.1* * +6.6* -8.8 * 13 ICT products -1.2 * Real Estate ervices -1.1 * EUR 92 EN

93 Monitoring consumer markets in the European Union PORTUGAL per market & Country EU28 All markets 78.1 * +2.4* +3.8* * * -2.1* Dairy products * pectacles and lenses 84.7 Alcoholic drinks * -2.1* +2.4* Personal care products * +2.5* G O O D mall household appliances Non-prescription medicines ICT products All goods markets Electronic products Clothing and footwear * * -2.0* +3.4* * * +3.9* +4.0* +2.8* +2.6* -1.4* -2.3* -1.1 House and garden maintenance products * -3.2* Furniture and furnishings * -3.2* Fuel for vehicles * +7.8* +5.4* * New cars * +4.1* +2.3* -1.7* Meat and meat products * -2.0* +2.7* -4.2* econd hand cars * +4.3* -2.5* +2.7* -2.3* Personal care services * * Holiday accommodation * +2.3* +1.9* Packaged Holidays and Tours * +2.2* +3.3* Gas services * +8.9* * Airline services * +2.4* * Vehicle insurance * +4.0* * +2.8* -1.8* Train services * +12.2* +8.7* -4.6* * +2.5* Vehicle rental services * -1.6* E R V I C E Offline gambling and lottery services Home insurance Postal ervices Fixed telephone services All services markets Bank accounts Loans, credit and credit cards Tram, local bus, metro, and underground services * -3.6* * -2.0* +3.8* +3.3* +2.9* +6.8* +7.6* +2.7* +2.7* +3.4* +6.1* +4.1* +6.9* +7.3* +4.9* * -4.8* * * +3.9* * -1.8* -2.4* -2.5* -3.0* -2.8* Water supply * +6.5* * Private Life Insurance * Vehicle maintenance and repair services * +5.0* -4.3* Real Estate ervices * Mortgages * +8.2* -4.0* -3.7* Internet provision * +3.7* * -5.7* Investment products, private personal pensions and securities * -4.5* Electricity services * +4.6* +3.1* * -6.7* Mobile telephone services * -7.7* * TV-subscriptions * * * -10.7* Overall Performance The average score of all markets surveyed in Portugal is 78.1, which is lower than the EU28 average (-2.1). The goods markets average score is 81.3 and the services markets figure is 76.2, both below the EU28 average by 1.4 and 2.4 points respectively. Portugal ranks among the bottom three EU28 countries for the TV-subscriptions market. The average score for all markets is 0.6 points lower than in 2015, due to a decrease in the overall services () markets score. The goods markets average has remained stable since EUR 93 EN

94 23.2. Goods Markets The top three Portuguese goods markets in terms of the score are Dairy products, pectacles and lenses and Alcoholic drinks. The bottom three goods markets are econd hand cars, Meat and meat products and New cars. Of the 15 goods markets surveyed in Portugal, seven score below the EU28 average in terms of their score. The lowest scores in relation to the EU28 average are recorded for the Meat and meat products (-4.2), House and garden maintenance products and Furniture and furnishings (both -3.2) markets. The remaining eight goods markets score in line with the EU28 average. Of the seven goods markets that were surveyed in both 2015 and 2017, only the market for Fuel for vehicles (+2.6) has improved since 2015, while two goods markets have decreased over the same period, with the largest drop in the market for Meat and meat products (-3.6). Five out of the 15 goods markets surveyed in both 2013 and 2017 have improved since 2013, led by the markets for Fuel for vehicles (+7.8), econd hand cars (+6.1) and Alcoholic drinks (+3.4). The Meat and meat products and the Electronic products (both -2.0) markets are the only markets that have decreased since In comparison with the EU28 average, the trust and problems & component scores are below average. Only the choice component scores above the EU28 average, while the comparability and expectations component scores are in line with the EU28 average. Furthermore, the goods markets have a higher proportion of persons who experienced problems and a higher level of in comparison to the EU28 average. However, the proportion of persons who complained as a result of the problems experienced is lower than in the EU as a whole. ince 2015, only the trust component score decreased, while the comparability, expectations, choice and problems & scores remained stable over the same period. Furthermore, the proportion of persons who complained as a result of the problems experienced decreased since 2015, while the proportion of persons who experienced problems and the level of also remained stable over the same period. Compared to the EU28 average, the pectacles and lenses market in Portugal performs best on a single component ( on choice), followed by Dairy products ( on, both, choice and comparability), Non-prescription medicines ( on expectations) and ICT products ( on comparability). On the other hand, the worst scoring markets in Portugal, compared to the EU28 average, are the Meat and meat products (-1.2 points), Fuel for vehicles (-0.9 points), Furniture and furnishings (-0.9 points), Electronic products (-0.8 points) and econd hand cars ( points) markets, all scoring lowest on the trust component. The Fuel for vehicles market in Portugal has the highest increases on a single component since It scores best on three components, namely trust ( points), comparability ( points) and choice ( points). The next most improved market is econd hand cars ( on expectations). In contrast, the goods markets with the greatest decline since 2015 are the markets New cars ( on trust and on comparability) and Meat and meat products (- 0.5 each on the comparability, trust and choice components) ervices Markets The top three services markets in Portugal in terms of the score are Personal care services, Holiday accommodation and Packaged holidays and tours. The bottom three are the TV-subscriptions, Mobile telephone services and Electricity services markets. Of the 25 services markets surveyed in Portugal, only the Gas services (+2.7), Train services (+2.5) and Personal care services () markets score higher in terms of their score. Another 16 markets score below the EU28 average in terms of their score, with the markets for TV-subscriptions (-10.7), Mobile telephone services (-8.0) and Electricity services (-6.7) showing the greatest discrepancies EUR 94 EN

95 Of the 23 services markets surveyed in both 2015 and 2017, only the market for Train services (+2.8) has improved since 2015, whereas six services markets have decreased. The largest drops are recorded in the markets for the Mobile telephone services (-7.8), TVsubscriptions (-5.9) and Vehicle maintenance and repair services (-4.1) markets. Fifteen of the 25 individual services markets surveyed in both 2013 and 2017 have improved since 2013, led by the Train services (+12.2), Mortgages (+9.9) and Gas services (+8.0) markets. Only the markets for Mobile telephone services (-7.7) and Offline gambling and lottery services (-2.0) have decreased in their score since The trust, choice, problems & and expectations component scores are below the EU28 average, while the comparability component score is in line with the EU28 average. In addition, the proportion of persons who experienced problems and the level of are both higher than the EU28 average. The proportion of persons who complained as a result of the problems experienced, however, is lower in comparison to the EU28 average. & is the only component showing a decreased score since 2015 while trust, comparability, choice and expectations remained stable in the same time span. In addition, the level of also remained unchanged since Furthermore, the proportion of persons who experienced problems increased since 2015, while the proportion of persons who complained as a result of the problems experienced decreased over the same period. In relation to the EU28 average, the Train services market performs best on a specific component ( on expectations and on problems & ), followed by the Gas services ( on both choice and comparability) and Fixed telephone services ( on comparability) markets. Inversely, the TV-subscriptions market has the lowest score on a single component, scoring -2.3 below the EU28 average on trust. The next lowest scoring markets are the Mobile telephone services (-1.6 points), Electricity services (-1.3 points), Internet provision (-1.2 points) and Private life insurance (-1.2 points) markets, which all score below the EU28 average on the trust component. Out of all services markets in Portugal, the market for Train services has improved the most on a specific component since 2015 ( on trust and on expectations). The other two most improved markets in Portugal since 2015 are the Mortgages ( on choice and on trust) and Bank accounts ( on comparability) markets. In contrast, the market with the greatest decline on a specific component since 2015 is the market for TV-subscriptions (- 1.0 on trust), followed by Mobile telephone services (scoring -0.9 on, both, trust and problems &, and -0.8 on choice) and Fixed telephone services (-0.9 on trust). Difference with EU28 5 Top markets (compared to EU28 average) & 47 Gas services +2.7* * -2.1* * -26.0* * * 36 Train services +2.5* * * * * 22 Personal care services * * * * * 55 Dairy products * * * * 19 Personal care products +0.0 * * 5 Bottom markets (compared to EU28 average) & 54 TV-subscriptions -10.7* * -2.3* +17.4* * -1.1* * * 33 Mobile telephone services -8.0* * -1.6* +14.7* * -1.1* +3.0 * * 46 Electricity services -6.7* * -1.3* +7.4* * -7.4 * * 34 Internet provision -5.7* * +12.0* -0.8* -3.5 * * Investment products, private * * * * * personal pensions and 2017 EUR 95 EN

96 Difference with 2015 Improved most since 2015 & 36 Train services +2.8* * -3.4* * * 17 Fuel for vehicles +2.6* * * * 51 Mortgages * * * 29 Home insurance * * 16 econd hand cars * Deteriorated most since 2015 & 33 Mobile telephone services -7.8* -0.8* -0.9* +13.0* -0.9* * -0.8* 54 TV-subscriptions -5.9* * * +6.9* * * -7.3* * * Vehicle maintenance and * * +5.2* * -3.1 * * repair services 32 Fixed telephone services -3.6* -0.9* * * 2 Meat and meat products -3.6* * * * 2017 EUR 96 EN

97 Monitoring consumer markets in the European Union ROMANIA G O O D E R V I C E Investment products, private personal pensions and securities per market mall household appliances House and garden maintenance products pectacles and lenses Personal care products Non-prescription medicines Furniture and furnishings Clothing and footwear Meat and meat products Personal care services Packaged Holidays and Tours Fixed telephone services Holiday accommodation Mobile telephone services Vehicle rental services Private Life Insurance Loans, credit and credit cards Offline gambling and lottery services Tram, local bus, metro, and underground services Vehicle maintenance and repair services Real Estate ervices & All markets ICT products New cars Electronic products Dairy products All goods markets Fuel for vehicles Alcoholic drinks econd hand cars Airline services Internet provision Postal ervices Bank accounts Home insurance TV-subscriptions Gas services Vehicle insurance All services markets Electricity services Water supply Mortgages Train services * +8.3* +10.7* * * -2.8* -4.8* * +8.7* +2.4* +3.6* * +2.5* +6.4* +4.9* +2.3* +5.7* +6.7* +2.8* * * +3.0* * +6.3* -1.4* +5.0* +5.7* -2.2* +2.4* +4.9* +2.0* +3.4* * +5.6* * +3.9* * +5.0* * +3.6* +2.2* +2.7* * +4.1* * +4.5* +3.0* +8.8* +5.9* * +9.1* +2.5* +3.9* +3.3* * +3.5* * * +6.9* +12.1* -3.2* * +3.9* +4.4* * -2.4* +2.2* +2.5* +3.4* -3.6* * +2.7* -3.7* * * +2.7* +4.8* * -2.7* * -2.3* * -2.1* -4.8* * +3.7* * +2.0 * * +4.6* * +8.7* -3.4* +3.7* +2.1* * +4.8* +3.4* -3.9* * +4.0* * * -0.8* -1.2* * -1.2 Country- EU28-1.5* * -3.7* -1.7* -4.2* -7.7* -6.9* -5.3* +2.7* +6.7* +3.8* * -2.3* -2.3* * -6.6* -6.5* -6.4* -13.4* Overall Performance The average score of all markets surveyed in Romania is 78.7, which is below the EU28 average (-1.5). The goods markets score is 80.6 and the services markets figure is 77.5, which are both lower than the EU28 average, by 2.1 and 1.2 points respectively. Romania ranks among the bottom three EU28 countries for the Alcoholic drinks and Dairy products goods markets and the Train services services market. The average score of Romania is 0.8 points lower than in 2015, due to a decrease in the overall goods (-1.4) markets score. The overall services markets average has remained stable since EUR 97 EN

98 24.2. Goods Markets The top three goods markets in Romania in terms of the score are mall household appliances, House and garden maintenance products and ICT products. The bottom three markets are econd hand cars, Meat and meat products and Alcoholic drinks. Of the 15 goods markets surveyed in Romania, only the New cars market (+3.3) scores above the EU28 average in terms of its score. Eight markets fall below the EU28 average, with the markets having the greatest discrepancies being Alcoholic drinks (-7.7), Meat and meat products (-6.9) and econd hand cars (-5.3). Of the seven goods markets surveyed in both 2015 and 2017, only the market for ICT products (+2.4) has recorded an increase in performance since 2015, whereas three markets have decreased over the same period. The biggest decrease since 2015 is in the Meat and meat products market (-5.5), despite an overall increase of 6.9 points since 2013, followed by Fuel for vehicles and econd hand cars (both -2.2). The Fuel for vehicles market, however, still records an increase of 8.3 points since All of the 15 goods markets surveyed in both 2013 and 2017 recorded an increase since 2013, with the greatest improvements for House and garden maintenance products (+8.7), followed by Fuel for vehicles (+8.3), and mall household appliances (+7.0). The Romanian goods markets perform worse for the comparability, trust, expectations and the problems & components in comparison to the EU28 average. Only the choice component score is in line with the EU28 average. Romanian goods markets also see a higher proportion of persons who experienced problems in comparison to the EU28, although the level of and the proportion of persons who complained as a result of the problems experienced are both lower in comparison to the EU28 average. The goods markets show decreased performance in relation to the comparability, trust, expectations and choice components since 2015, while the problems & component remained stable over the same period. By contrast, the proportion of persons who complained as a result of the problems experienced decreased since 2015, while the proportion of persons who experienced problems and the level of remained stable over the same period. Compared to the EU28 average, the goods markets that increased the most on a single component in Romania are New cars ( on expectations and on choice), followed by the ICT products, Fuel for vehicles and House and garden maintenance products markets, with all three scoring points on the choice component. Inversely, the goods markets that performs the worst in Romania, compared to the EU28 average, are the Alcoholic drinks (-2.0 on trust and -0.9 on expectations), Meat and meat products (-1.6 on trust), Dairy products (-1.3 on trust) and econd hand cars (-1.1 on trust) markets. The ICT products market in Romania has improved the most since 2015, in terms of market performance on a single component, having the highest scores on the expectations, comparability, and choice components ( points, points, and points respectively). Another market that has improved in score on a single component since 2015 is the market for New cars ( on problems & ). On the opposite end of the scale, the market that has declined the most since 2015 is Meat and meat products, scoring worst on four components, namely comparability ( points), trust ( points), choice ( points), and expectations ( points). The market that has registered the next greatest decline is econd hand cars, scoring on the trust component ervices Markets The top three services markets in Romania in terms of the score are Personal care services, Airline services and Packaged holidays and tours, while the bottom three are Train services, Mortgages and Real estate services. Of the 25 services markets surveyed in Romania, six score higher than the EU28 average in terms of their score. The best performing ones being Fixed telephone services (+6.7), Mobile telephone services (+4.6) and Internet provision (+3.8). Nine services markets, 2017 EUR 98 EN

99 however, fall below the EU28 average, with the worst being the Train services (-13.4) market, followed by the Vehicle maintenance and repair services (-6.6) and Water supply (-6.5) markets. Of the 23 services markets surveyed in both 2015 and 2017, only the Loans, credit and credit cards market (+3.0) records an increase since 2015, Five services markets report a decline over the same period, which is greatest for Train services (-4.8) followed by Postal services (-3.5). Fifteen of the 25 services markets surveyed in both 2013 and 2017 improved since 2013, with the greatest improvements shown in the markets of Loans, credit and credit cards (+8.8), Bank accounts (+7.8), Investment products, private personal pensions and securities (+7.7). The remaining markets remained stable over the same period. Compared to the EU28 average, the trust, choice, expectations, and problems & scores are worse for the Romanian services markets, although the comparability component score is above the EU28 average. As for the goods markets, the services markets also see a higher proportion of persons who experienced problems in comparison to the EU28, while the level of and the proportion of persons who complained as a result of the problems experienced are both lower in comparison to the EU28 average. Overall, the Romanian services markets show decreased scores in relation to the comparability and problems & components since The scores for the trust, choice and expectations components remained stable over the same period. In addition, the level of remained stable since 2015, while the proportion of persons who experienced problems increased over the same period. The proportion of persons who complained as a result of the problems experienced, however, declined since In terms of performance on a specific component, the market for Mobile telephone services has the best score ( on comparability), compared to the EU28 average. The markets with the next highest scores on a single component are Fixed telephone services (scoring on, both, trust and comparability, and on expectations) and Internet provision ( on comparability). In contrast, the worst market in Romania compared to the EU28 average is Train services, having the lowest score on the trust, choice and expectations components (- 1.8 points, -1.7 points, and -1.6 points below the EU28 average respectively). The next two lowest performing markets on a single component are the Offline gambling and lottery services (-1.2 on trust) and Vehicle insurance (-1.1 on trust) markets. The Electricity services market in Romania shows the highest improvement on a single component since 2015 ( on choice). The other three markets with the highest scores are Loans, credit and credit cards ( on trust and on choice), Packaged holidays and tours ( on comparability) and Home insurance ( on trust). In contrast, the Train services market shows the greatest decline since 2015 on comparability ( points), and it is also the lowest scoring market on trust ( points). The other markets with the greatest decline on a single component since 2015 are the Tram, local bus, metro, and underground services ( on choice), Vehicle insurance ( on choice) and Real estate services ( on expectations) EUR 99 EN

100 Difference with EU28 5 Top markets (compared to EU28 average) & 32 Fixed telephone services +6.7* * * -1.4* -29.4* * * 33 Mobile telephone services +4.6* * * * * * 34 Internet provision +3.8* * * +7.1* * -24.5* * 15 New cars +3.3* * -2.3 * -31.2* * * 37 Airline services +2.7* * * * * * 5 Bottom markets (compared to EU28 average) & 36 Train services -13.4* -0.9* -1.8* +11.6* * -34.1* -1.6* -1.7* 6 Alcoholic drinks -7.7* * -2.0* +3.3* * * * 2 Meat and meat products -6.9* * -1.6* +8.8* -0.0 * -25.4* -0.8* * Vehicle maintenance and * * * +10.6* -0.0 * -35.5* * * repair services 45 Water supply -6.5* * +15.3* -0.8* * -30.7* * * Difference with 2015 Improved most since 2015 & 58 Loans, credit and credit cards +3.0* * * * 13 ICT products +2.4* * * * 47 Gas services * 46 Electricity services * * 51 Mortgages * * -9.9 Deteriorated most since 2015 & 2 Meat and meat products -5.5* * * * * * 36 Train services -4.8* * * +6.8* -23.5* * 31 Postal ervices -3.5* * * +5.0* * * -16.9* * 35 Tram, local bus, metro, and underground services -3.1* * +4.6* * 23 Vehicle maintenance and repair services -2.8* +6.4* -23.1* 2017 EUR 100 EN

101 Monitoring consumer markets in the European Union LOVENIA G O O D E R V I C E Personal care products pectacles and lenses Non-prescription medicines House and garden maintenance products mall household appliances Meat and meat products Clothing and footwear Furniture and furnishings Personal care services Tram, local bus, metro, and underground services Holiday accommodation Fixed telephone services Vehicle maintenance and repair services Packaged Holidays and Tours Mobile telephone services Offline gambling and lottery services Private Life Insurance Investment products, private personal pensions and securities per market Loans, credit and credit cards All services markets Vehicle rental services Real Estate ervices & All markets Fuel for vehicles Alcoholic drinks Dairy products ICT products All goods markets New cars Electronic products econd hand cars Gas services Postal ervices Water supply Bank accounts Electricity services Airline services Vehicle insurance Train services Home insurance Internet provision Mortgages TV-subscriptions * +8.3* +5.1* * * +7.8* +7.7* +4.5* +4.8* +10.6* +4.7* +4.6* +5.4* +8.2* +3.7* +4.3* +9.0* +4.1* +1.9* +2.1* +7.3* +3.1* +3.3* +5.7* * +4.0* +5.1* +6.4* +6.7* +6.1* +7.7* +4.4* +6.1* +5.9* +7.2* +5.2* +6.3* +4.9* +3.9* +5.0* * +6.5* +2.4* * -1.4* +4.0* +7.0* +2.5* +6.2* +9.4* +3.8* +3.9* +8.0* +4.0* * +11.1* +3.5* * +4.4* +3.3* +6.0* +8.3* +2.2* +2.4* +5.0* +2.0* * +5.2* * +8.0* +3.5* * +3.0* +3.2* +5.9* * +2.1* +3.8* * +10.9* +5.5* +2.5* +4.0* * +5.7* * * +10.2* +5.3* * -3.5* -2.8* -3.5* -3.2* +3.4* +6.2* +2.3* * -2.4* +2.5* +3.2* -4.5* -4.2* -3.3* -3.7* * -2.6* * -2.3* -1.8* * +4.3* +6.7* +2.4* * -1.6* +5.8* * +3.8* +3.4* +2.8* -2.7* +5.5* +2.2* * +3.7* +3.5* +3.5* +2.6* +1.8* +2.6* +3.7* +2.0* +4.1* +2.7* +5.0* +2.4* -2.8* +11.3* * -2.9* -3.4* +11.2* -3.1* +9.9* +2.4* +4.0* -3.3* +11.3* +10.3* +1.8* +4.9* * +2.9* +2.1* +3.3* +2.2* +4.1* -4.2* +4.3* -2.4 Country- EU * +8.8* +5.0* +3.8* +4.0* +2.6* +4.0* +5.7* +8.9* +5.0* +9.3* +5.5* +7.3* +7.5* +7.6* +6.7* +2.7* -1.6* -1.9* Overall Performance The average score of all markets surveyed in lovenia is 85.0, which is above the EU28 average (+4.8). The goods markets score is 85.9 and the services markets score is 84.5, which are both above the EU28 average, by 3.2 and 5.8 points respectively. lovenia ranks among the top three EU28 countries for eight goods and 16 services markets, being ranked first for the Tram, local bus, metro and underground services and Gas services services markets. The overall score of Poland has increased by 4.1 points since Both the overall scores of the goods (+3.4) and the services (+4.3) markets have improved since EUR 101 EN

102 25.2. Goods Markets The top three goods markets in lovenia in terms of the score are Fuel for vehicles, Alcoholic drinks and Dairy products. The bottom three goods markets are econd hand cars, Furniture and furnishings and Clothing and footwear. Of the 15 goods markets surveyed in lovenia, 12 score above the EU28 average in terms of their, led by the Fuel for vehicles (+8.8), Alcoholic drinks (+5.0) and New cars (+4.1) markets. The remaining three goods markets for Electronic products, Furniture and furnishings and econd hand cars markets perform in line with the EU28 average. All seven goods markets surveyed in both 2015 and 2017 show an improvement in their score since The biggest increases since 2015 are in Non-prescription medicines (+4.8), ICT products (+4.6) and Meat and meat products (+4.3). Of the 15 goods markets surveyed in both 2013 and 2017, all but one showed an improvement since 2013, with the highest improvements since 2013 showing in the Non-prescription medicines (+10.6), Meat and meat products (+9.0) and Alcoholic drinks (+8.3) markets. Despite its increase since 2015, the market for New cars is the only market that has remained stable since On average for all goods market surveyed, the scores for the comparability, trust, expectations and choice components are all above EU28 average. Only the problems & component score is in line with the EU28 average. In addition, the level of for the goods markets in lovenia is below the EU28 average, while the proportion of persons who experienced problems is in line with the EU28 average. The proportion of persons who complained as a result of the problems experienced, however, is higher compared to the EU28 average. lovenian goods markets show increased scores in all components since In addition, the proportion of persons who experienced problems decreased since 2015, while the proportion of persons who complained as a result of the problems experienced and the level of remained stable over the same period. When looking at the best performing goods markets on a specific component in lovenia, the Fuel for vehicles market has the highest score, compared to the EU28 average. The market scores highest on four components, namely comparability ( points), expectations, trust ( points for both) and choice ( points). The next highest scoring market in lovenia is the Non-prescription medicines ( on comparability) market. Inversely, the market for econd hand cars scores the worst ( on both trust and comparability), compared to the EU28 average, followed by the Electronic products ( on comparability) and Furniture and furnishings ( on comparability) markets. In terms of market performance on a single component in lovenia, the goods markets for Non-prescription medicines has improved the most since 2015 ( on comparability and on trust), followed by the markets for Meat and meat products, ICT products and Fuel for vehicles ( points, points, points respectively), with all three scoring highest on the comparability component. There are no goods markets in lovenia that have recorded a decrease on a single component since ervices Markets The top three services markets in lovenia in terms of the score are Personal care services, Gas services and Tram, local bus, metro and underground services. At the bottom end of the list are Investment products, private personal pensions and securities, Real estate services and Private life insurance. Of the 25 services markets surveyed in lovenia, 21 score above the EU28 average in terms of their, with the best performing markets being Gas services and Electricity services (both +11.3), closely followed by Water supply (+11.2). The only two markets scoring below the EU28 average are the Private life insurance (-1.6) and Investment products, private personal pensions and securities (-1.9) markets. The remaining two services markets for Offline gambling and lottery services and TV-subscriptions have scores in line with the EU28 average EUR 102 EN

103 Of the 23 services markets surveyed in both 2015 and 2017, only the TV-subscriptions and Mobile telephone services markets have failed to record an increase since 2015, and remained stable instead. Of the other services markets, those that have showed the greatest improvement over the same period are the Bank accounts (+7.0), Electricity services (+6.4) and Tram, local bus, metro and underground services (+6.2) markets. All services markets of the 25 measured in both 2013 and 2017 have improved since 2013, led by the markets for Bank accounts (+11.1), Water supply (+10.9) and Investment products, private personal pensions and securities (+10.2). lovenian services markets are ahead of the EU28 average for all components. In addition, the proportion of persons who experienced problems and the level of are both lower than the EU28 averages. Only the proportion of persons who complained as a result of the problems experienced is in line with the EU28 average. lovenian services markets have improved in score for every component since In addition, the level of also decreased over the same period. The proportion of persons who experienced problems and the proportion of persons who complained as a result of the problems experienced both remained stable since Compared to the EU28 average, the services market for Water supply in lovenia performs best, in terms of change on a specific component (+2.3 on comparability). The other best scoring markets in line are the Electricity services (+1.8 on comparability), Gas services (+1.7 on comparability and on trust), and Postal services (+1.7 on comparability). On the opposite end of the scale, the worst performing services market on a single component in lovenia is Offline gambling and lottery services, scoring -1.5 below the EU28 average on expectations. The other two markets with the lowest scores are the Private life insurance ( on trust and on problems & ) and Investment, private personal pensions and securities ( expectations and on comparability) markets. The services market showing the greatest increase on a single component since 2015 is the Bank accounts market ( on comparability), followed by the Electricity services market ( points on comparability). The next best performing markets are Internet provision, Tram, local bus, metro, and underground services and Water supply, with all three scoring points on the comparability component. In contrast, there are no services markets in lovenia that have recorded a decrease on a single component since Difference with EU28 5 Top markets (compared to EU28 average) & 47 Gas services +11.3* +1.7* * -2.5* * +3.4 * * 46 Electricity services +11.3* +1.8* * * * -6.6 * * 45 Water supply +11.2* +2.3* * -3.6* -0.8 * +5.4 * * Tram, local bus, metro, and * * * -8.4* -1.4* * * * underground services 32 Fixed telephone services +10.3* * * -6.7* -1.8* * -4.3 * * 5 Bottom markets (compared to EU28 average) & Investment products, private * * +2.9* -8.5 * personal pensions and 52 Private Life Insurance -1.6* * +5.2* * econd hand cars * * * * * 54 TV-subscriptions * Offline gambling and lottery 59 * * -1.7 * * services 2017 EUR 103 EN

104 Difference with 2015 Improved most since 2015 & 26 Bank accounts +7.0* * * * * 46 Electricity services +6.4* * * -1.5* -9.4 * * Tram, local bus, metro, and * * * * * underground services 32 Fixed telephone services +6.1* * * * * * 58 Loans, credit and credit cards +6.0* * * -9.4 * * Deteriorated most since 2015 & 33 Mobile telephone services +1.6 * * 54 TV-subscriptions +1.7 * * -6.6 * 10 Electronic products +1.9* * * Airline services +2.0* * * 15 New cars +2.1* * 2017 EUR 104 EN

105 Monitoring consumer markets in the European Union LOVAKIA G O O D E R V I C E per market pectacles and lenses Personal care products mall household appliances Non-prescription medicines Furniture and furnishings House and garden maintenance products Clothing and footwear Meat and meat products Holiday accommodation Personal care services Fixed telephone services Tram, local bus, metro, and underground services Packaged Holidays and Tours Vehicle rental services Mobile telephone services Loans, credit and credit cards Vehicle maintenance and repair services Offline gambling and lottery services Investment products, private personal pensions and securities & All markets Alcoholic drinks Fuel for vehicles ICT products Electronic products Dairy products New cars All goods markets econd hand cars Airline services Postal ervices Gas services Water supply Electricity services Bank accounts Vehicle insurance Internet provision Train services All services markets Home insurance Mortgages Private Life Insurance TV-subscriptions Real Estate ervices * +2.0* +2.7* * * +2.4* +2.0* +2.1* * * * +4.2* * * +2.3* * +4.1* +2.7* * * +3.8* +3.9* +7.5* +6.1* * +4.1* +2.4* +6.0* +3.2* * +2.3* * +4.5* * * * -2.5* +3.7* -1.9* * +4.4* -3.8* * +1.9* -2.0* +3.0* -2.0* * +2.2* -0.8* * * +3.4* * +1.6* * * +2.6* +2.6* +2.5* -3.9* * +2.6* -1.9* * * -2.6* * * * * +4.1* -2.6* * * * -5.7* +3.0* * * +5.7* +2.9* +2.7* -2.8* +2.7* +4.4* -2.6* +2.3* +3.6* +2.4* +2.9* * +4.7* +3.4* +1.7* +2.6* -2.2* +2.9* -2.7* +1.7 Country- EU * -7.4* -8.0* -1.7* +3.7* +4.4* +4.5* * +2.4* +1.6* * -3.1* -4.6* -3.9* Overall Performance The average score of all markets surveyed in lovakia is 79.7, which is below the EU28 average (). The goods markets score is 80.9, which is below the EU28 average by 1.9 points, while the services markets figure of 79.1 is 0.4 points above the EU28 average. lovakia ranks among the bottom three EU28 countries for the Meat and meat products and Clothing and footwear goods markets. The overall score of lovakia has remained stable since 2015, despite an increase in the overall goods () markets score. The overall services markets average has remained stable since EUR 105 EN

106 26.2. Goods Markets The top three goods markets in lovakia in terms of the score are Alcoholic drinks, pectacles and lenses and Personal care products, while the bottom three goods markets are econd hand cars, Meat and meat products and Clothing and footwear. Of the 15 goods markets surveyed in lovakia, five are recorded as being below the EU28 average in terms of their score, with the worst performing markets being Meat and meat products (-8.0), Clothing and footwear (-7.4) and econd hand cars (-5.7). The remaining 10 markets score in line with the EU28 average. Of the seven goods markets surveyed in both 2015 and 2017, three have improved in their score since These are econd hand cars (+2.7), Fuel for vehicles (+2.6) and ICT products (+2.0). The other four goods markets remained stable since Of the 15 goods markets surveyed in both 2013 and 2017, Clothing and footwear (+5.4) and Alcoholic drinks (+4.4) have shown the greatest overall increases since 2013, while the remaining markets have remained stable over the same period. The lovakian goods markets generally score below the EU28 average for the comparability, trust and problems & components, but above average for the choice component. The expectations score is in line with the EU28 average. In addition, the proportion of persons who experienced problems and the proportion of persons who complained as a result of the problems experienced are higher for the goods markets in lovakia in comparison to the EU28 average, while the level of is below average. lovakian goods markets have improved in terms of the comparability and expectations component scores since 2015, but remained stable for the trust, choice and problems & component scores. In addition, a lower proportion of persons who experienced problems is noted since 2015, while the proportion of persons who complained as a result of the problems experienced and the level of remained stable over the same period. Compared to the EU28 average, the Fuel for vehicles market in lovakia performs best on a single component ( on choice), followed by the New cars ( on expectations and on choice), Non-prescription medicines ( on choice) and Electronic products ( on choice) markets. In contrast, the three goods markets that score the worst, compared to the EU28 average, are the econd hand cars (-2.0 on trust), Meat and meat products (-1.5 on trust and -0.8 on comparability), and Clothing and footwear (-1.1 on trust and on problems & ) markets. The market for Fuel for vehicles has seen the biggest improvement in lovakia since 2015 on a specific component ( on expectations and on comparability), followed by the ICT products ( on comparability), econd hand cars ( on problems & ) and Non-prescription medicines ( on choice) markets. The lovakian goods market for Nonprescription medicines has decreased the most on a single component since 2015 ( on trust), followed by the markets for Meat and meat products, scoring on both the comparability and trust components ervices Markets Holiday accommodation, Airline services and Personal care services are the top three services markets in lovakia in terms of the score. The bottom three are Real estate services, Investment products, private personal pensions and securities and Offline gambling and lottery services. Twelve out of the 25 services markets surveyed in lovakia are above the EU28 average in terms of their score, the best performing ones being the Fixed telephone services (+5.7), Electricity services (+4.5) and Water supply (+4.4) markets. On the other hand, eight services markets find themselves scoring below the EU28 average in terms of their score, with the worst performing markets being Offline gambling and lottery services (-4.6), Real estate services (-3.9) and TV-subscriptions (-3.1) EUR 106 EN

107 Of the 23 services markets surveyed in both 2015 and 2017, Mortgages (+2.4) is the only services market to have recorded an improvement since Electricity services (-3.0) and Gas services (-2.8) are the only two markets to have recorded a decrease since All the other services markets remained stable over the same period. Of the 25 services markets surveyed in both 2013 and 2017, 11 markets have improved since 2013, with the greatest increases observed for Train services (+7.5), followed by Mortgages (+6.0), and Investment products, private personal pensions and securities (+5.9). The only market that showed a decline since 2013 is Offline gambling and lottery services (-2.3). In terms of components, the expectations and choice scores for the services markets in lovakia are above the EU28 average, while the comparability and problems & components score in line with the EU28 average. Only the trust component score is below its EU28 average. Furthermore, the proportion of persons who experienced problems and the proportion of persons who complained as a result of the problems experienced are higher in lovakia in comparison to the EU28 average, but the level of is lower than average. is the only component showing an increase since The comparability, trust, expectations and problems & components remained stable since Inversely, the proportion of persons who complained as a result of the problems experienced increased since 2015, while the proportion of persons who experienced problems and the level of remained stable over the same period. In comparison with the EU28 average results, the market in lovakia that performs best on a specific component is the Water supply market ( on comparability). The next highest scoring markets in line are the Train services ( on comparability), Tram, local bus, metro, and underground services ( on comparability), Bank accounts ( on choice) and Electricity services ( on expectations) markets. In contrast, the worst performing services market compared to the EU28 average is Offline gambling and lottery services, scoring -1.2 below the EU28 average on both trust and expectations. The next three lowest scoring markets are the Home insurance, Real estate services (both scoring -0.8 on trust), and the Investment products, private personal pensions and securities (-0.8 on expectations) markets. The most improved market on a single component is Airline services, scoring on the choice component. The next highest improver is the Vehicle rental services ( on choice) market, followed by the markets for Vehicle maintenance and repair services, Tram, local bus, metro, and underground services and Mortgages (all three scoring points on the trust, comparability and expectations components). On the other end of the scale, the Train services market has registered the largest decrease on a single component since 2015 ( on choice), followed by Gas services ( on trust), Electricity services ( on trust), Mobile telephone services ( on trust), and Real estate services ( on expectations). Difference with EU28 5 Top markets (compared to EU28 average) & 32 Fixed telephone services +5.7* * * * * * 46 Electricity services +4.5* * * * 45 Water supply +4.4* * * +2.8* * * Tram, local bus, metro, and * * * -2.8* * * underground services 34 Internet provision +3.4* +0.0 * * * +2.1 * 5 Bottom markets (compared to EU28 average) & 2 Meat and meat products -8.0* -0.8* -1.5* +11.4* * +10.8* * * 7 Clothing and footwear -7.4* -0.8* -1.1* +18.7* * +4.4 * 16 econd hand cars -5.7* * -2.0* * Offline gambling and lottery * * -1.2* -2.0 * * +0.0 services 20 Real Estate ervices -3.9* -0.8* * 2017 EUR 107 EN

108 Difference with 2015 Improved most since 2015 & 16 econd hand cars +2.7* -8.5* * Fuel for vehicles +2.6* * * 51 Mortgages +2.4* * * Vehicle maintenance and * +5.3 * repair services 13 ICT products +2.0* * * Deteriorated most since 2015 & 46 Electricity services -3.0* * +4.1* * Gas services -2.8* -0.0 * Meat and meat products -2.2 * * -5.7* 54 TV-subscriptions Mobile telephone services -1.5 * EUR 108 EN

109 Monitoring consumer markets in the European Union FINLAND per market & Country EU28 All markets 81.3 * * * * * * * Dairy products * * Fuel for vehicles * +1.6* -2.1* +5.8* Alcoholic drinks * Non-prescription medicines 85.9 * * +2.5* G O O D Personal care products mall household appliances New cars All goods markets House and garden maintenance products Meat and meat products * -0.9 * +2.6* -0.0 * * -2.2* +1.6* * * +3.3* -0.9 Furniture and furnishings * -1.6* pectacles and lenses * Electronic products * * ICT products * +3.3* * Clothing and footwear * -4.5* econd hand cars * * Personal care services * +1.6* * Water supply * +2.4* * +8.2* Holiday accommodation * -0.8 Tram, local bus, metro, and underground services * -3.1* +2.0* +4.9* Packaged Holidays and Tours 83.1 Mortgages * +7.3* Loans, credit and credit cards * E R V I C E Airline services Electricity services Bank accounts Vehicle rental services Home insurance Offline gambling and lottery services Train services Vehicle insurance * -1.8* * * -3.2* -2.5* +3.0* * +3.3* +3.3* +3.2* +2.8* -2.6* * -3.6* -2.4* -1.6* * * +4.9* +2.9* * +2.4* +3.5* -1.2* All services markets 80.2 * * * * +1.6* Vehicle maintenance and repair services * * Private Life Insurance * * -1.5 Real Estate ervices * Fixed telephone services * +2.8* -2.5* Mobile telephone services * +3.9* -1.5 Internet provision * TV-subscriptions * +3.2* * Postal ervices * -6.0* -3.2* +2.0* -3.9* Investment products, private personal pensions and securities * * Overall Performance The average score of all markets surveyed in Finland is 81.3, which is above the EU28 average (). The goods markets score is 83.0, which is in line with the EU28 average. With an score of 80.2, the services markets score is above the EU28 average by 1.6 points. Finland ranks among the top three EU28 countries for the Dairy products goods market and the Mortgages and Water supply services markets. However, Finland is also ranked among the bottom three EU28 countries for the pectacles and lenses goods market. The average score of Finland is 0.5 points lower than in 2015, due to a decrease in the overall services () markets score. The overall goods markets average has remained stable since EUR 109 EN

110 27.2. Goods Markets The top three goods markets in Finland in terms of the score are Dairy products, Fuel for vehicles and Alcoholic drinks. The bottom three are econd hand cars, Clothing and footwear and ICT products. ix of the 15 goods markets surveyed in Finland score above the EU28 average in terms of their, led by the Fuel for vehicles (+5.8), Dairy products (+4.4) and New cars (+3.3) markets. On the other hand, six other markets score below the EU28 average, with the worst performing goods markets being Clothing and footwear (-4.5), pectacles and lenses (-4.0) and Electronic products (-2.5). None of the seven goods markets surveyed in both 2015 and 2017 have recorded any change since Of the 15 goods markets surveyed in both 2013 and 2017, six have seen an increase in their since 2013, with Meat and meat products (+2.6), ICT products (+2.6) and Fuel for vehicles (+2.2) being the top three. Electronic products is the only goods market that registered a decrease in its score since 2013 (-1.8). In terms of the components, the trust, expectations and choice scores are above the EU28 average. In contrast, the comparability and problems & components score below the EU28 average. In addition, the goods markets in Finland show a lower level of with respect to the EU as a whole. However, a higher proportion of persons who experienced problems and a higher proportion of persons who complained as a result of the problems experienced are observed in comparison to the EU28 average. Only the comparability component decreased since 2015, while the trust, expectations, choice and problems & components remained stable over the same period. In addition, the proportion of persons who complained as a result of the problems experienced in the Finnish goods markets decreased since The proportion of persons who experienced problems and the level of, however, remained stable since In relation to the EU28 average, the Fuel for vehicles market scores the highest on a specific component ( on expectations and on trust). The other best performing goods markets in Finland are the Alcoholic drinks ( on trust) and Dairy products ( on both trust and expectations) markets. In contrast, the worst performing goods market in Finland compared to the EU28 average is pectacles and lenses, scoring -1.2 points below the EU28 average on the comparability component. The other markets in line are: Clothing and footwear (-0.9 on comparability) and ICT products ( on comparability), Alcoholic drinks ( on choice) and House and garden maintenance products ( on comparability). The goods market for Fuel for vehicles in Finland has improved the most on a single component since 2015 ( on trust and on expectations). The next most improved goods market is Meat and meat products ( on problems & ). On the opposite end of the scale, the market for New cars has the greatest decline on a single component since 2015 ( on trust), followed by the Fuel for vehicles ( on comparability) and Electronic products ( on both choice and trust) markets ervices Markets The top three services markets in Finland in terms of the score are Personal care services, Water supply and Holiday accommodation. The bottom three markets are Investment products, private personal pensions and securities, Postal services and TV-subscriptions. Of the 24 services markets surveyed in Finland, 12 score above the EU28 average in terms of the score, led by the Water supply (+8.2), Mortgages (+7.3) and Tram, local bus, metro, and underground services (+4.9) markets. On the other hand, four services markets score below the EU28 average, with the worst performing ones being Postal services (-3.9), TV-subscriptions (-2.5) and Investment products, private personal pensions and securities (- 1.5) EUR 110 EN

111 Of the 22 services markets surveyed in both 2015 and 2017, the market for Fixed telephone services (+2.1) shows the highest increase since 2015, followed by Water supply (+1.7). These were the only two services markets to report an improvement. ix services markets reported a decline over the same period, with the most prominent decreases for Postal services (-5.2), Investment products, private personal pensions and securities (-2.8), and Vehicle insurance (-2.2). Of the 24 services markets surveyed in both 2013 and 2017, six markets increased their score since 2013, led by the markets for TV-subscriptions (+6.2), Mobile telephone services (+3.3) and Internet provision (+3.1). The markets for Postal services (-6.0), Vehicle rental services (-3.2) and Offline gambling and lottery services (- 2.5) are the only ones that decreased over the same period. As with the goods markets, in terms of components, the services markets in Finland perform better on trust, expectations and choice in comparison to the EU28 average, but worse on comparability and problems &. In addition, the level of and the proportion of persons who complained as a result of the problems experienced in Finland are lower in comparison to the EU28 average. However, the proportion of persons who experienced problems is higher in this country in comparison to the EU28 average. Both the trust and problems & components decreased in score since 2015 while comparability and expectations remained stable over the same period. In addition, still during the same time span, the proportion of persons who complained as a result of the problems experienced decreased, while the proportion of persons who experienced problems increased. The level of remained the same as in When looking at the best performing markets on a single component in Finland, the Water supply market has the highest score compared to the EU28 average ( on both choice and expectations, and on trust), followed by the markets for Bank accounts ( on trust) and Mortgages ( on trust). Inversely, the worst performing market compared to the EU28 average is Vehicle insurance (-1.5 points), followed by Investment products, private personal pensions and securities (-1.3 points), Fixed telephone services (-1.2 points), Home insurance (-1.1 points) and Mobile telephone services ( points), with all five of them scoring lowest on the comparability component. The market for TV-subscriptions in Finland has improved the most on a single component since 2015 ( on problems & ), followed by the markets on Internet provision ( on comparability), Loans, credit and credit cards ( on expectations), Water supply ( on trust) and Fixed telephone services ( on problems & ). In contrast, the market for Investment products, private personal pensions and securities has registered the largest decrease since 2015 (-0.8 on trust), followed by the market for Postal services, which has decreased the most on three components, namely problems & (- 0.7 points), and expectations and trust ( points on both). The next lowest performing market in Finland since 2015 is the Vehicle insurance market, scoring points on the comparability component. Difference with EU28 5 Top markets (compared to EU28 average) & 45 Water supply +8.2* * * -3.0* * -4.7 * * 51 Mortgages +7.3* * * -5.5* -1.7 * * * 17 Fuel for vehicles +5.8* -0.0 * * * Tram, local bus, metro, and * * * -7.9 * * underground services 46 Electricity services +4.9* -0.0 * * * 5 Bottom markets (compared to EU28 average) & 7 Clothing and footwear -4.5* -0.9* * +9.2* * +6.7 * * 53 pectacles and lenses -4.0* -1.2* * +7.9* * Postal ervices -3.9* * +12.9* * -15.7* * 10 Electronic products -2.5* * * +8.4* * +0.0 * 54 TV-subscriptions -2.5* -0.9* +5.4* * EUR 111 EN

112 Difference with 2015 Improved most since 2015 & 32 Fixed telephone services +2.1* * * TV-subscriptions * * Water supply +1.7* * * 34 Internet provision * * * 48 Non-prescription medicines Deteriorated most since 2015 & 31 Postal ervices -5.2* +0.0 * +12.8* * * * Investment products, private * -0.8* * * personal pensions and 30 Vehicle insurance -2.2* * +4.4* * Bank accounts -2.1* * +6.1* * +6.7 * 52 Private Life Insurance -2.0* * * EUR 112 EN

113 Monitoring consumer markets in the European Union WEDEN per market & Country EU28 All markets 77.5 * * +2.4* +1.7* * -2.7* Alcoholic drinks * Dairy products 84.9 Fuel for vehicles * +2.4* pectacles and lenses * -2.3* G O O D Furniture and furnishings mall household appliances Non-prescription medicines All goods markets Personal care products House and garden maintenance products * -0.8* * +2.3* +1.8* * +2.8* * +2.4* * * +2.3* +3.8* +2.5* -2.7* -2.5* -2.5* -4.0* -3.6* Electronic products * New cars * -2.5* +3.2* +2.0* -2.1* ICT products * +3.1* -5.1* Clothing and footwear * Meat and meat products * +2.8* -3.2* +2.8* -5.1* econd hand cars * +2.2* -3.5* Holiday accommodation * +2.4* -1.2* Airline services * +3.0* +1.6 Packaged Holidays and Tours * +2.1* -0.8 Home insurance * +3.7* +2.2* +1.9* -1.9* Mortgages * +2.6* +4.6* -2.7* +2.8* Personal care services * +3.1* -6.6* Vehicle insurance * +2.9* +3.0* -3.3* E R V I C E Vehicle rental services Loans, credit and credit cards Bank accounts All services markets Vehicle maintenance and repair services Water supply Electricity services Tram, local bus, metro, and underground services Train services * * * -2.6* +1.6* +3.7* -2.7* +3.1* +6.8* +2.8* +2.9* +2.7* +4.1* * * +1.9* +4.7* +7.4* * * +3.5* -2.5* -1.3 * +3.4* * -2.3* * -2.4* -1.6* * -2.3* Mobile telephone services * +6.0* +3.5* +2.4* -2.7* Internet provision * +5.3* * Fixed telephone services * +3.9* * TV-subscriptions * +5.8* * -5.3* Offline gambling and lottery services * -5.5* Real Estate ervices * +2.3* Private Life Insurance * +3.0* +2.5* * Postal ervices * -8.3* +2.6* -9.3* Investment products, private personal pensions and securities * +4.8* * Overall Performance The average score of all markets surveyed in weden is 77.5, which is below the EU28 average (-2.7). The goods markets average score is 80.2 and the services markets score is 75.8, both lower than the EU28 average by 2.5 and 2.9 points respectively. weden ranks among the bottom three EU28 countries for five goods and four services markets. The overall score of weden has decreased by 1.0 points since Both the overall score of the goods (-0.8) and the services () markets has declined since EUR 113 EN

114 28.2. Goods Markets The top three goods markets in weden in terms of the score are Alcoholic drinks, Dairy products and Fuel for vehicles. The bottom three are econd hand cars, Meat and meat products and Clothing and footwear. Of the 15 goods markets surveyed in weden, only the Fuel for vehicles market (+2.4) scores above the EU28 average in terms of its. In contrast, 11 goods markets score below the EU28 average in terms of their score, with the three greatest discrepancies for the ICT products, Clothing and footwear and Meat and meat products (all -5.1) markets. None of the seven goods markets surveyed in both 2015 and 2017 have shown an increase since While New cars (-2.6) and Non-prescription medicines (-1.9) have declined between 2017 and 2015, the remaining five markets have remained stable over the same period. Of the 15 goods markets surveyed in both 2013 and 2017, four markets have recorded an increase over the 2013 figures, led by Meat and meat products (+4.0) ICT products (+2.5), and House and garden maintenance products (+2.3). Only the New cars (-2.5) market has decreased over the same period. All component scores are below the EU28 average. Only in terms of the level of the wedish goods markets score better (lower level of ) than the EU28 average. Furthermore, the proportion of persons who experienced problems in weden is higher in comparison to the EU28 average, while the proportion of persons who complained as a result of the problems experienced is in line with the EU28 average. In terms of components, the expectations and choice scores decreased since 2015, while over the same period the problems & component score increased. The comparability and trust component scores are in line with what observed in Furthermore, the proportion of persons who experienced problems and the proportion of persons who complained as a result of the problems experienced decreased since 2015, while the level of remained stable over the same period. Compared to the EU28 average, the highest scoring goods markets in weden on a single component are: Alcoholic drinks ( on trust and on expectations), Fuel for vehicles ( on expectations and on trust), and Dairy products ( on expectations). By contrast, the lowest scoring markets in relation to the EU28 average are: pectacles and lenses (-1.4 on comparability), Clothing and footwear (-1.2 on trust), Personal care products (-1.1 on comparability), Alcoholic drinks (-1.1 on choice), and Meat and meat products ( on trust). There are no goods markets in weden that have registered an improvement on a single component, compared to the 2015 results. However, four markets have seen a decrease in scores since 2015: New cars ( on trust and on choice), Fuel for vehicles ( on comparability), Non-prescription medicines ( on choice) and Electronic products ( on expectations) ervices Markets The top three services markets in weden in terms of the score are Holiday accommodation, Airline services and Packaged holidays and tours. The bottom three services markets are Investment products, private personal pensions and securities, Postal services and Private life insurance. Of the 24 services markets surveyed in weden, only the Mortgages market (+2.8) scores above the EU28 average in terms of its score. Moreover, 17 of the 24 services markets are below the EU28 average. The three worst performing markets in relation to the EU28 average are the Postal services (-9.3), Personal care services (-6.6) and Investment products, private personal pensions and securities (-5.9) markets. Of the 22 services markets surveyed in both 2015 and 2017, Mobile telephone services (+4.7) and Train services (+3.6) are the only two services to record an improvement since EUR 114 EN

115 Between 2015 and 2017, six services markets have declined, with the biggest decreases recorded by Postal services (-8.7), followed by Vehicle insurance and Vehicle rental services (both -2.7). Eleven of the 24 services markets surveyed in both 2013 and 2017 improved since 2013, with the greatest improvement shown by the Internet provision market (+7.3), followed by the markets for Train services (+6.8) and Mobile telephone services (+6.0). Five of the services markets declined over the same period, with the greatest decrease registered for the Gas services market (-8.3), followed by the markets of Postal services and Water supply (both -2.7). All the components are below the EU28 average, except for problems & (which are in line with the EU28). In addition, the proportion of persons who experienced problems in weden is higher in comparison to the EU28 average. Conversely, the proportion of persons who complained as a result of the problems experienced and the level of are lower in weden in comparison to the EU28 average. In terms of components, the expectations, choice and trust component scores decreased since 2015, while the problems & component is the only component score that increased over the same period. The comparability component scores remained stable. In addition, the proportion of persons who complained as a result of the problems experienced decreased since 2015, while the proportion of persons who experienced problems and the level of also remained stable over the same period. In relation to the EU28 average, the Mortgages, Water supply and Bank accounts services markets in weden have registered the highest scores, all on the trust component ( points, points, and points respectively). The next best scoring markets on a single component are the Electricity services market, scoring points above the EU28 average on expectations, and the Mortgages market, scoring points above the EU28 average on the problems & component. In contrast, the services markets in weden, which perform worst on a single component compared to the EU28 average, are: Offline gambling and lottery services (-2.0 points), Personal care services (-1.9 points), Water supply (-1.7 points), Postal services (-1.6 points) and TV-subscriptions (-1.6 points), with all five scoring worst on the comparability component. In terms of market performance on a specific component, the market for Mobile telephone services in weden improved the most since 2015, scoring best on four components, namely trust ( points), comparability ( points), expectations ( points), and problems & ( points). The next most improved market is Train services, scoring on the trust component. On the opposite end of the scale, the market for Postal services has seen the greatest decline, relative to 2015, on three components: trust, expectations, and choice (- 1.3 points, -1.2 points, and points respectively), followed by the Private life insurance and Vehicle rental services markets (both scoring on expectations). Difference with EU28 5 Top markets (compared to EU28 average) & 51 Mortgages +2.8* * -3.1* -3.1* * Fuel for vehicles +2.4* * * -1.7* -3.6* * * Alcoholic drinks * * -4.1* * * -1.1* 55 Dairy products -0.8* +3.2* -1.1* * 37 Airline services * * +3.4* * Bottom markets (compared to EU28 average) & 31 Postal ervices -9.3* -1.6* -1.1* +14.6* -1.2* * -13.5* -0.8* * 22 Personal care services -6.6* -1.9* * +3.6* * +3.4 * * 28 Investment products, private personal pensions and -5.9* -1.6* * +3.6* -1.2* * * 59 Offline gambling and lottery services -5.5* -2.0* * * * 52 Private Life Insurance -5.4* -1.5* * * * 2017 EUR 115 EN

116 Difference with 2015 Improved most since 2015 & 33 Mobile telephone services +4.7* * * -7.7* * -8.3 * 36 Train services +3.6* * -9.6* * -8.5 * 34 Internet provision * 51 Mortgages Meat and meat products -6.6* Deteriorated most since 2015 & 31 Postal ervices -8.7* -1.3* +12.7* * -18.5* -1.2* * 30 Vehicle insurance -2.7* * -2.7* -44.4* * * 38 Vehicle rental services -2.7* * +4.5* -4.5 * New cars -2.6* * * 20 Real Estate ervices -2.2* -3.8 * -6.0 * * 2017 EUR 116 EN

117 Monitoring consumer markets in the European Union UNITED KINGDOM per market & Country EU28 All markets * +2.8* -0.0 * -1.9* * Dairy products * * Alcoholic drinks * * mall household appliances * +3.1* +2.0* House and garden maintenance products * * +3.3* G O O D Personal care products Non-prescription medicines pectacles and lenses Electronic products All goods markets ICT products * +2.2* +2.8* +2.5* +4.9* -2.3* -0.9 * * * * +2.1* * +2.3* +3.0* * +1.8* Fuel for vehicles * +3.1* +2.6* +2.2* -3.4* +2.3* Furniture and furnishings * Clothing and footwear * Meat and meat products * +5.6* -9.3* +3.1* New cars * +1.7 econd hand cars * Personal care services * +3.9* +1.8* Holiday accommodation * +2.2* Home insurance * +4.0* +2.0* +2.2* +4.6* Vehicle insurance * +3.1* * +2.3* Packaged Holidays and Tours * +3.5* +1.9* -1.5 Airline services * * -0.9 Mortgages * +8.8* +6.0* * Loans, credit and credit cards * +6.9* * +1.9* E R V I C E Offline gambling and lottery services Private Life Insurance Bank accounts Postal ervices Electricity services All services markets Gas services Vehicle rental services * * +3.3* +7.9* +3.6* +8.3* +3.2* +7.4* +2.5* +4.2* +2.3* +7.0* +2.9* +3.6* * +2.4* * +3.8* -10.0* +1.6* -2.9* -2.7* -5.9* +2.6* * -3.4* * -3.4* -1.1 Fixed telephone services * +0.0 Vehicle maintenance and repair services * +2.9* Water supply * -7.0* Investment products, private personal pensions and securities * +7.1* +4.2* * TV-subscriptions * +4.0* * -2.1* Tram, local bus, metro, and underground services * +2.7* -3.3* * Mobile telephone services * +2.9* * -2.2* Internet provision * +3.6* -8.0* -4.1* Real Estate ervices * -2.2* Train services * -5.2* -6.8* Overall Performance The average score of all markets surveyed in the United Kingdom is 81.0, which is above the EU28 average (+1.8). The goods markets score is 84.5, which is above the EU28 average by 1.8 points. With an score of 78.9, the services markets score is in line with the EU28. The UK is ranked among the top three EU28 countries for the House and garden maintenance products goods market and the Holiday accommodation services market, but among the bottom three EU28 countries for the Train services services market. The overall score of the UK has remained stable since 2015, with both the goods and services markets showing no change in their average score EUR 117 EN

118 29.2. Goods Markets The top three goods markets in the UK in terms of the score are Dairy products, Alcoholic drinks and mall household appliances. The bottom three are econd hand cars, New cars and Meat and meat products. Out of the 15 goods markets surveyed in the UK, nine are above the EU28 average in terms of their score, led by the Dairy products (+3.5), House and garden maintenance (3.3) and Non-prescription medicines (+3.0) markets. The remaining six goods markets score in line with the EU28 average. None of the seven goods markets surveyed in both 2015 and 2017 have shown a change since However, nine of the 15 goods markets surveyed in both 2013 and 2017 are up on the 2013 figures, principally the Meat and meat products (+6.2), Fuel for vehicles (+3.3) and House and garden maintenance products (+3.0) markets. None of the goods markets have seen a decrease in their scores since In relation to the EU28 average, the trust, expectations and choice components are above average for the UK goods markets, while the problems & component score is below the EU28 average. The comparability component score is in line with the EU28 average. In addition, the proportion of persons who experienced problems and the proportion of persons who complained as a result of the problems experienced are higher in the UK in comparison to the EU28 average. However, the level of is lower in comparison to the EU28 average. No changes are noted in any of the component scores for the UK goods markets since In addition, the proportion of persons who experienced problems and the proportion of persons who complained as a result of the problems experienced, as well as the level of, remained stable since The market for Fuel for vehicles in the United Kingdom performs best on a single component, compared to the EU28 average ( on expectations), followed by the Non-prescription medicines ( on choice), Alcoholic drinks ( on both trust and choice) and Dairy products ( on expectations) markets. Inversely, the goods markets in the UK that have the lowest scores compared to the EU28 average are: pectacles and lenses ( on comparability), Fuel for vehicles ( on comparability), econd hand cars ( on problems & ), Alcoholic drinks ( on comparability), and Clothing and footwear (- 0.2 on problems & ). Among all the goods markets in the UK, the Non-prescription medicines market has improved the most on a specific component since 2015 ( on comparability and on choice), followed by the Meat and meat products and econd hand cars markets, both scoring points on the trust component. By contrast, there are no goods markets in the UK that have recorded a decrease on a single component since ervices Markets The top three services markets in the UK in terms of the score are Personal care services, Holiday accommodation and Home insurance. The bottom three positions are taken by the Train services, Real estate services and Internet provision markets. Out of the 25 services markets surveyed in the UK, 11 score above the EU28 average in terms of their, led by the Mortgages (+5.5), Home insurance (+4.6) and Electricity services (+2.6) markets. On the other hand, six services markets fall below the EU28 average in terms of their score, the three with the highest negative difference being Train services (-6.8), Internet provision (-4.1) and Tram, local bus, metro and underground services (-3.0). ix of the 23 services markets surveyed in both 2015 and 2017 have reported an improvement since 2015 with Gas services (+3.9), Bank accounts (+3.0) and Investment products, private personal pensions and securities (+2.9) ahead of the rest. Only the Train services (- 2.5) and Mobile telephone services (-2.2) markets reported a decline in their score over the same period. Compared to 2013, none of the 25 services markets surveyed in both EUR 118 EN

119 and 2017 decreased, while 15 of them improved. The largest increases since 2013 are recorded for the markets of Mortgages (+8.8), Electricity services (+8.3), and Bank accounts (+7.9). In terms of components, the expectations and choice scores are above the EU28 average, while the comparability and problems & scores are below the EU28 average. The overall trust component score is in line with the EU28 average. Furthermore, the proportion of persons who experienced problems and the proportion of persons who complained as a result of the problems experienced are higher in comparison to the EU28 average, while the level of is in line with the EU28 average. Only the trust and choice component scores increased since 2015, while the comparability, expectations and problems & component scores remained stable. In addition the proportion of persons who experienced problems and the proportion of persons who complained as a result of the problems experienced, as well as the level of remained stable since The Mortgages market in the UK also has the highest score on a specific component ( on trust and on expectations), relative to the EU28 average. The next highest scoring services markets are the Home insurance ( on choice), Offline gambling and lottery services ( on expectations) and Vehicle insurance ( on choice) markets. In contrast, the services markets in the UK that perform worst compared to the EU28 average, are: Water supply (-1.2 on comparability), Train services ( on problems & and -0.9 on comparability), Vehicle maintenance and repair services (-0.9 on comparability) and Internet provision (-0.9 on problems & ). The Mortgages market also has improved the most on a single component ( on trust), compared to all services markets in the UK since The next most improved services markets are the Postal services ( on comparability), Bank accounts ( on trust) and Gas services ( on, both, problems & and trust) markets. On the other end of the scale, the services market that has decreased the most in the UK is Internet provision (- 0.4 on problems & ), followed by the markets Mobile telephone services ( on comparability), Loans, credit and credit cards ( on comparability), Tram, local bus, metro, and underground services ( on problems & ) and Loans, credit and credit cards ( on choice). Difference with EU28 5 Top markets (compared to EU28 average) & 51 Mortgages +5.5* * -2.7* -1.2* * * * 29 Home insurance +4.6* * * * * * 55 Dairy products +3.5* +0.0 * * * House and garden * * * * * * maintenance products 48 Non-prescription medicines +3.0* * * * 5 Bottom markets (compared to EU28 average) & 36 Train services -6.8* -0.9* * +15.3* * * +8.9* * -0.8* 34 Internet provision -4.1* * +15.8* -0.9* Tram, local bus, metro, and * -0.8* +14.6* -0.8* * underground services 20 Real Estate ervices -2.2* * * +10.7* * +4.2 * 33 Mobile telephone services -2.2* * * +10.1* * * 2017 EUR 119 EN

120 Difference with 2015 Improved most since 2015 & 47 Gas services +3.9* * * -6.3* * -3.3 * 26 Bank accounts +3.0* * -6.8* * +3.0 * Investment products, private * * * personal pensions and 51 Mortgages +2.7* * * 46 Electricity services * Deteriorated most since 2015 & 36 Train services -2.5* * Internet provision * 33 Mobile telephone services -2.2* * * -0.0 Tram, local bus, metro, and * * -0.0 underground services 58 Loans, credit and credit cards -1.6 * * 2017 EUR 120 EN

121 Monitoring consumer markets in the European Union NORWAY per market & Country EU28 All markets * +1.8* -1.9* Alcoholic drinks * Dairy products * pectacles and lenses * Non-prescription medicines * +2.0* -1.6* G O O D House and garden maintenance products mall household appliances New cars Furniture and furnishings All goods markets ICT products * +1.8* +2.4* +2.0* +5.7* +2.5* * +3.9* * -3.4* -2.8* -2.5* -2.8* Fuel for vehicles * -4.6* -1.7* Electronic products * Personal care products * -5.8* Clothing and footwear * * Meat and meat products * +2.8* * econd hand cars * -0.9 Water supply * +3.7* +2.1* +7.4* Holiday accommodation * +1.7* Bank accounts * +2.6* * Packaged Holidays and Tours * Personal care services * Train services * +3.0* +3.2* Vehicle insurance * +2.2* -2.7* -2.2* E R V I C E Airline services Vehicle rental services Mortgages Offline gambling and lottery services Home insurance All services markets Tram, local bus, metro, and underground services Loans, credit and credit cards Electricity services * -2.3* -1.7* * +4.0* * +1.9* +4.5* +2.8* +2.8* -2.5* * -3.4* * -2.8* -1.7* -2.3* -2.7* -1.1 Postal ervices * * -4.6* Vehicle maintenance and repair services * * -3.5* Mobile telephone services * * Private Life Insurance * +2.3* * Fixed telephone services * Real Estate ervices * +2.6* Investment products, private personal pensions and securities * +3.0* -2.2* TV-subscriptions * +4.8* * Internet provision * Overall Performance The average score of all markets surveyed in Norway is 78.2, which is below the EU28 average (-1.9). The goods markets score is 80.2 and the services markets score is 77.0, which are both below the EU28 average, by 2.5 and 1.7 points respectively. The overall score of Norway has remained stable since 2015, despite an increase in the overall goods markets score (). The overall services markets average has remained stable since Goods Markets The top three goods markets in Norway in terms of the score are Alcoholic drinks, Dairy products and pectacles and lenses, while econd hand cars, Meat and meat products and Clothing and footwear are the bottom three EUR 121 EN

122 Of the 15 goods markets surveyed in Norway, 12 score below the EU28 average in terms of their, with Personal care products (-5.8), Meat and meat products (-5.7) and Clothing and footwear (-4.7) being the worst performing markets. The remaining three goods markets, Alcoholic drinks, New cars and econd hand cars, score in line with the EU28 average. Of the seven goods markets surveyed in both 2015 and 2017, Meat and meat products is the only goods market to have changed since 2015, with a 4.2 point increase recorded. The other six markets show no change since even of the 15 goods markets surveyed in both 2013 and 2017 have improved in their score, led by ICT products (+5.7), Meat and meat products (+2.8), and Clothing and footwear, and mall household appliances (both +2.4). The remainder of the markets remained stable since In terms of components, all, except for trust, score below the EU28 average. The trust component scores in line with the EU28 average. In addition, the level of in this country is lower in relation to the EU28 average, as is the proportion of persons who complained as a result of the problems experienced. The proportion of persons who experienced problems, however, is higher compared to the EU28 average. and trust are the only components showing a change since 2015, as both have increased. No change is observed for the expectations, choice and problems & component scores since In addition the proportion of persons who experienced problems and the proportion of persons who complained as a result of the problems experienced, as well as the level of remained stable since In relation to the EU28 average, the best performing goods markets in Norway on a single component are: Alcoholic drinks ( on trust and on expectations), econd hand cars ( on choice), Non-prescription medicines ( on trust) and New cars ( on trust). In contrast, the worst performing goods markets compared to the EU28 average, all showing a low score on the comparability component, are: Personal care products (-1.7 points), pectacles and lenses (-1.5 points), Non-prescription medicines (-1.4 points), Alcoholic drinks (-1.1 points) and Meat and meat products (-1.1 points). Among all goods markets in Norway, the ICT products market has seen the highest improvement on a single component since 2015 ( on comparability), followed by the Meat and meat products market, which scores the highest on four components: points on both trust and expectations, and points on both problems & and choice. On the other hand, the Non-prescription medicines market is the only one in Norway that has registered a decrease on a specific component since 2015 ( on expectations and on trust) ervices Markets The top three services markets in Norway in terms of the score are Water supply, Holiday accommodation and Bank accounts, while the bottom three are Internet provision, TV-subscriptions and Investment products, private personal pensions and securities. Of the 24 services markets surveyed in Norway, only four markets perform above the EU28 average in terms of their score, led by the Water supply (+7.4), Train services and Bank accounts (both +3.2) markets. In contrast, 15 services markets score below the EU28 average, with the markets for TV-subscriptions (-7.2), Internet provision (-6.4) and Personal care services (-4.7) showing the highest discrepancies. Of the 22 services markets that were surveyed in both 2015 and 2017, the only three markets that increased since 2015 are Water supply (+2.8), Mobile telephone services and Private life insurance (both +2.2), while the markets for Vehicle maintenance and repair services (- 3.5), Loans, credit and credit cards (-2.5) and Electricity services (-2.3) are the only three that have declined over the same period. ince 2013, 10 of the 24 services markets surveyed in both 2013 and 2017 have improved, with the market for Train services (+4.1) showing the largest increase, followed by Tram, local bus, metro and underground services (+4.0) and Water supply (+3.7). The market for Home insurance (-1.7) is the only one that has declined compared to EUR 122 EN

123 In relation to the EU28 average, all components, except for trust, score below the EU28 average. The services markets trust component score is above the EU28 average in Norway. Furthermore, the proportion of persons who experienced problems is higher than for the EU28 average. The proportion of persons who complained as a result of the problems experienced and the level of, however, are lower for Norway in comparison to the EU28 average. The services markets comparability component is the only one that shows a change compared to 2015, with a decrease in its score. The remaining component scores for trust, expectations, choice and problems & remained stable since In addition, the proportion of persons who experienced problems and the proportion of persons who complained as a result of the problems experienced, as well as the level of, remained stable. In terms of market performance on a specific component, compared to the EU28 average, the market for Water supply recorded the highest score on two components ( on expectations and on trust). The next highest scoring markets are Bank accounts ( points), Train services ( points) and Mortgages ( points), all scoring highest on the trust component. Conversely, the worst performing markets in Norway all recorded the lowest scores on the comparability component compared to the EU28 average: Postal services (-2.0 points), Water supply (-1.8 points), TV-subscriptions (-1.6 points), Personal care services (-1.5 points) and Home insurance (-1.4 points). ince 2015, the market for Mobile telephone services in Norway has improved the most on a single component ( on problems & ), followed by the Investment products, private personal pensions and securities ( on expectations), Train services ( on expectations), Internet provision ( on trust) and Private life insurance ( on choice) markets. In contrast, the Vehicle maintenance and repair services market has declined the most on a single component since 2015 ( on comparability), followed by the Loans, credit and credit cards ( on trust), Electricity services ( points on trust), Fixed telephone services ( on expectations) and TV-subscriptions ( on problems & ) markets. Difference with EU28 5 Top markets (compared to EU28 average) & 45 Water supply +7.4* -1.8* * -2.4* -1.3* * -25.2* * * 36 Train services +3.2* * * * * 26 Bank accounts +3.2* * * * * * * 51 Mortgages +2.5* * -1.5* * * 6 Alcoholic drinks -1.1* * +4.0* -1.8* * -0.8* 5 Bottom markets (compared to EU28 average) & 54 TV-subscriptions -7.2* -1.6* * +11.0* * -0.8* -0.9* 34 Internet provision -6.4* -0.9* * * +4.0 * -1.2* 19 Personal care products -5.8* -1.7* -0.9* +7.0* +0.0 * +8.6 * 2 Meat and meat products -5.7* -1.1* +17.0* * +9.5* * -0.8* 22 Personal care services -4.7* -1.5* -0.8* +5.0* -0.9 * EUR 123 EN

124 Difference with 2015 Improved most since 2015 & 2 Meat and meat products +4.2* * -6.5* * -0.0 * * 45 Water supply +2.8* * * -24.4* * 33 Mobile telephone services +2.2* * * -5.7 * 52 Private Life Insurance +2.2* * 36 Train services * -0.0 Deteriorated most since 2015 & Vehicle maintenance and * * * repair services 58 Loans, credit and credit cards -2.5* * +4.7* * Electricity services -2.3* * +4.1* * * TV-subscriptions * * Real Estate ervices -1.7 * EUR 124 EN

125 Monitoring consumer markets in the European Union ICELAND per market & Country EU28 All markets 76.1 * +2.4* +3.1* * -4.1* ICT products * +5.5* Electronic products * pectacles and lenses * mall household appliances * -4.1* G O O D Dairy products New cars Furniture and furnishings Fuel for vehicles All goods markets * +2.2* +3.2* +4.1* +3.9* * * -4.2* * -2.8* -4.4* House and garden maintenance products * -5.4* Alcoholic drinks * Personal care products * Non-prescription medicines * -7.0* Meat and meat products * +4.5* * econd hand cars * * * Clothing and footwear * Personal care services * Holiday accommodation * Vehicle rental services * Packaged Holidays and Tours * Airline services * -3.9* Mobile telephone services * +5.4* +2.9 E R V I C E Water supply Tram, local bus, metro, and underground services Electricity services Offline gambling and lottery services All services markets Vehicle maintenance and repair services Postal ervices Vehicle insurance Fixed telephone services * +4.5* +2.7* * * +3.9* +3.0* -3.8* +2.5* * +3.4* * +2.8* +3.5* * +3.4* +1.8 * * * * -4.1* -3.6* -5.7* -7.9* -3.6* Bank accounts * +5.9* -5.0* Private Life Insurance * +3.5* -4.7* Loans, credit and credit cards * +3.2* -6.0* TV-subscriptions * -5.7* Home insurance * +2.8* -8.5* Internet provision * +7.6* -5.6* Investment products, private personal pensions and securities * +3.8* +5.2* -3.8* Real Estate ervices * +3.3* * Mortgages * +8.3* * Overall Performance The average score of all markets surveyed in Iceland is 76.1, which is below the EU28 average (-4.1). The goods markets score is 78.3 and the services markets score is 74.6, which are both below the EU28 average, by 4.4 and 4.1 points respectively. The overall score of Iceland has improved with 0.7 points since 2015, driven by a 1.0 point increase in the overall score for the services markets. The goods markets average has remained stable since Goods Markets The top three goods markets in terms of the score in Iceland are ICT products, Electronic products and pectacles and lenses and the bottom three are Clothing and footwear, econd hand cars, and Meat and meat products EUR 125 EN

126 Of the 15 goods markets surveyed in Iceland, 13 markets score below the EU28 average in terms of their, with the Clothing and footwear market (-9.3) scoring lowest in relation to the EU28 average, followed by the Alcoholic drinks (-7.4) and Personal care products (-7.3) markets. The remaining two goods markets, the ICT products and New cars markets, score in line with the EU28 average. Of the seven goods markets surveyed in both 2015 and 2017, six remained stable since 2015, with only the econd hand cars (-2.7) markets showing a decrease in their score over the same period. Ten out of the 15 goods markets surveyed in both 2013 and 2017 have also remained stable since 2013, while five markets show an increase in their score over the same period. The top three markets that have increased in terms of their score between 2013 and 2017 are: ICT products (+6.4), Fuel for vehicles (+5.3), and Meat and meat products (+4.8). The goods markets comparability, trust and choice component scores are below the EU28 average, while the expectations and problems & s component scores are in line with the EU28 average. In addition, the overall proportion of persons who experienced problems and the proportion of persons who complained as a result of the problems experienced for the Icelandic goods markets are both higher than the EU28 average. However, the proportion of persons who complained as a result of the problems experienced is in line with the EU28 average. is the only component that improved since 2015 in the Icelandic goods markets. The overall scores for the trust and choice components, however, have gone down since The expectations and problems & scores remained stable over the same period. In addition, the proportion of persons who experienced problems and the proportion of persons who complained as a result of the problems experienced, as well as the level of, remained stable since In relation to the EU28 average, the only goods market in Iceland that has a higher than average score on a single component ( on expectations) is the Fuel for vehicles market. By contrast, the lowest scoring market in Iceland, compared to the EU28 average is Nonprescription medicines (-2.1 on comparability), followed by the Alcoholic drinks (-2.1 on comparability and -1.9 on choice), Fuel for vehicles (-2.0 on trust), and Clothing and footwear (-1.9 on trust) markets. Out of all goods markets in Iceland, the market for Non-prescription medicines has the greatest improvement a single component since 2015 ( on comparability). The next two most improved markets, also on the comparability component, are Electronic products ( points), and ICT products ( points). The Non-prescriptions medicines market is also on the bottom of the list of markets with the greatest decline on a single component since 2015, recording the lowest score on trust (-0.8 points). The next worst performing markets since 2015 are econd hand cars ( on expectations and on comparability), Meat and meat products ( on choice), and New cars ( on expectations) ervices Markets The top three services markets in Iceland in terms of the score are Personal care services, Holiday accommodation and Vehicle rental services. The bottom three markets are Mortgages, Real estate services and Investment products, private pensions and securities. Of the 23 services markets surveyed in Iceland, 19 markets score below the EU28 average in terms of their, with the Mortgages (-8.8), Home insurance (-8.5) and Vehicle insurance (-7.9) markets showing the largest discrepancies. The remaining four services markets perform in line with the EU28 average. Out of the 21 Icelandic services markets surveyed in both 2015 and 2017, the Home insurance market (-2.9) is the only market to have decreased in its score since Of the five services markets with increased scores since 2015, the markets for Mobile telephone services (+5.9), Bank accounts (+5.3) and Tram, local bus, metro, and underground services (+4.5) have the largest increases. Of the 23 services markets surveyed in both 2013 and 2017, 12 services markets show an increase in their score since 2013, 2017 EUR 126 EN

127 headed by Mortgages (+9.4), Bank accounts (+5.9) and Internet provision (+5.5). The Offline gambling and lottery services (-3.8) market is the only services market showing a decrease in its score since Compared to the EU28 average, all component scores for the services markets are below the EU28 average. In addition, the proportion of persons who experienced problems and the proportion of persons who complained as a result of the problems experienced for the services markets in Iceland are higher than the EU28 average, while the level of is lower in comparison to the EU28 average. While the trust, expectation, choice and problems & component scores remained stable since 2015, comparability is the only component that increased over the same period. In addition, the proportion of persons who experienced problems and the level of remained stable since 2015, while the proportion of persons who complained as a result of the problems experienced decreased over the same period. From all services markets in Iceland, the market for Electricity services performs best on a specific component, compared to the EU28 average ( on expectations and on problems & ). The next highest scoring markets are the Water supply ( on expectations), Personal care services ( on expectations) and Vehicle rental services ( on choice) markets. On the opposite end of the scale, the services market for Water supply in Iceland performs the worst on a single component, scoring -2.0 points below the EU28 average on comparability. The other lowest scoring markets are the Electricity services and Vehicle maintenance and repair services markets (both scoring -1.9 points on the comparability component), as well as the Postal services and Mortgages markets (both scoring -1.8 points on the choice component). The Mobile telephone services market in Iceland has improved the most on a single component since 2015 ( on comparability), followed by the Water supply market ( on choice). The other three most improved services markets in Iceland since 2015, all scoring best on the comparability component, are: Tram, local bus, metro, and underground services ( points), Bank accounts ( points), and Vehicle rental services ( points). By contrast, the services market with the greatest decline since 2015 is Home insurance ( on choice), followed by the markets for Loans, credit and credit cards ( on trust), Internet provision, Vehicle insurance (both scoring points on expectations) and Home insurance ( on expectations). Difference with EU28 5 Top markets (compared to EU28 average) & 33 Mobile telephone services * * +0.0 * 38 Vehicle rental services * * * 13 ICT products * * 15 New cars -1.1 * Electricity services * * -4.3* -1.3 * * -1.6* 5 Bottom markets (compared to EU28 average) & 7 Clothing and footwear -9.3* * -1.9* * * -1.4* 51 Mortgages -8.8* -0.9* -1.1* * -1.8* 29 Home insurance -8.5* -1.5* * +4.4* * +13.5* -0.8* -0.9* 30 Vehicle insurance -7.9* -1.4* -0.9* +4.9* * * -1.2* 6 Alcoholic drinks -7.4* -2.1* * * 2017 EUR 127 EN

128 Difference with 2015 Improved most since 2015 & 33 Mobile telephone services +5.9* * * * 26 Bank accounts +5.3* * * * Tram, local bus, metro, and * * * underground services 45 Water supply +4.0* * 46 Electricity services +2.7* Deteriorated most since 2015 & 29 Home insurance -2.9* -8.9 * * 16 econd hand cars -2.7* * * 39 Holiday accommodation New cars * 58 Loans, credit and credit cards -1.5 * * * 2017 EUR 128 EN

129 [Catalogue number] Free publications: HOW TO OBTAIN EU PUBLICATION one copy: via EU Bookshop ( more than one copy or posters/maps: from the European Union s representations ( from the delegations in non-eu countries ( by contacting the Europe Direct service ( or calling (freephone number from anywhere in the EU) (*). (*) The information given is free, as are most calls (though some operators, phone boxes or hotels may charge you). Priced publications: via EU Bookshop ( Priced subscriptions: via one of the sales agents of the Publications Office of the European Union ( doi:[number]