Consumer rights and consumer organizations in Slovenia

Transcription

1 Special Eurobarometer European Commission Consumer rights and consumer organizations in Slovenia Fieldwork March - April 2006 Publication June 2006 Special Eurobarometer 256 / Wave 65.7 TNS Opinion & Social This survey was requested by Directorate General HEALTH AND CONSUMER PROTECTION and coordinated by Directorate General COMMUNICATION This document does not represent the point of view of the European Commission. The interpretations and opinions contained in it are solely those of the authors.

2 Table of Contents Introduction Consumer confidence in Slovenia Is the feeling of confidence dependent on respondents trust in the Slovenian legal system? Problems encountered while shopping and problemsolving strategies Are consumers encountering problems while making major purchases? How do consumers resolve these problems? Awareness of consumer rights Are Slovenians aware of their consumer rights? Consumer rights in Slovenia and in the EU Consumer organisations Where would Slovenians turn to seek information on consumer rights? Who would Slovenians trust most to provide them with correct information on consumer rights? What consumer organisations in Slovenia are well-known? Slovene Consumers Association Would Slovenians be willing to support independent consumer organisations?27 5. VIP Consumer rights protection magazine VIP non-profit magazine for consumers Appeal of specific topics...29 Conclusion

3 Introduction Between 29 March and 25 April 2006, TNS Opinion & Social, a consortium formed by Taylor Nelson Sofres and EOS Gallup Europe, conducted a special Eurobarometer on consumer rights in Slovenia. The government institution responsible for the field work and the analysis was RM PLUS. The survey was carried out on a representative sample of 1000 Slovenian males and females aged 15 and above. The survey covered the following issues: Awareness of consumer rights among the Slovenian population; Awareness of the organisations working in the field of consumer rights; VIP magazine on consumers rights. The goal of the study is to enable measuring the effects of an European Union information campaign on consumer rights that started in Slovenia at the beginning of May. We could anticipate that the level of awareness of consumer rights and of consumer organisations, as well as of the interest in becoming a member of consumer organisations, would be low. The study provided a confirmation of these expectations. The campaign has a target group of year old, urban citizens with secondary or higher education. Conclusions are therefore presented for the entire population and for socio-demographic categories, if relevant differences have been recorded in this respect.

4 1. Consumer confidence in Slovenia Consumers were asked to give their opinion on whether the Slovenian legal system was efficient in punishing those who defrauded consumers Is the feeling of confidence dependent on respondents trust in the Slovenian legal system? 1 An important issue affecting the level of consumer confidence are consumers convictions relating to the efficiency of the legal system in Slovenia to penalise fraudulent merchants. A majority of respondents believe that the Slovenian legal system is not efficient in punishing those who defraud consumers. This was the opinion expressed by 8 of all respondents, of whom 5 believe that the Slovenian legal system was not efficient at all and 31% believed it was only fairly inefficient. Only 1% of respondents believe that the Slovenian legal system is very efficient and 11% of them are of the opinion that it was fairly efficient. Q5b In general, would you say that the (NATIONALITY) justice is efficient in punishing people that cheat consumers? 5 31% 1% 11% 6% Very efficient Fairly efficient Fairly inefficient Not at all efficient DK A positive view on the efficiency of the Slovenian legal system in penalising fraud was expressed by an above-average proportion of the youngest respondents (aged 15 to 24). Among those who believed the Slovenian legal system was inefficient in penalizing fraud, there was an above-average representation of men (87%), of respondents aged (88%), of unemployed respondents (88%) and of respondents residing in the Dolenjska region (9 of all respondents from that region). 1 Source: Question Q5b. 3

5 2. Problems encountered while shopping and problem-solving strategies In its second part, the report focuses on problems consumers encounter while shopping and on their strategies to resolve such situations Are consumers encountering problems while making major purchases? 2 In this section, the frequency of problems encountered in purchasing specific major items is discussed. We must note that probably several respondents have not encountered these problems since they have not purchased products or services from the suppliers in question. Just over 30% of respondents have experienced problems in at least one of the listed areas. Consumers experienced the highest number of problems with insurance companies (11%) and with companies selling fixed-line and mobile telephony (10%). Other problem areas are shops selling appliances (6%), internet and mail order catalogue shopping (5%), followed by shops selling computer/electronic equipment (), companies offering consumer loans () and sales representatives selling their wares at people s homes (). The fewest problems have been experienced in dealings with travel/tourist agencies () and with airlines and agencies organising charter flights (1%). 2 Source: Question Q1 4

6 Q1.1 Have you recently had any problems with...? (Whole sample) 'YES' answers Insurance companies 11% Fix telephone and\ or mobile phone companies 10% Shops selling household devices (washing machine, etc.) 6% Buying on the Internet or from a mail order catalogue 5% Shops selling computers\ electronic devices Consumer credit providers (shops or banks) Buying from salesmen at the door Tour operators\ Travel agencies Airlines or charter flight companies 1% Respondents' answers show that the most problems with various purchases of goods and services have been experienced by people in the Koroška region. 4 of all respondents from this region have had problems with insurance companies which is four times more frequently than the Slovenian average. Among those who have recently experienced problems with fixed-line and mobile telephony, the respondents from the Koroška region are again represented with above-average figures (38% of consumers from the Koroška region which is, again, four times the Slovenian average). Respondents' answers show that the most problems with shops selling appliances, respondents who completed their education aged between 16 and 19 (9%). Of those who have recently experienced problems with internet or catalogue shopping, above-average results were recorded among the following respondents: those aged 15 to 24 (9% - or twice the Slovenian average), 9% of all students covered by the survey, 10% of the self-employed supporters of the political right wing (9%), 15% of all respondents from the Central Slovenia region - three times the Slovenian average. 5

7 Of those who have recently experienced problems with shops selling computers and electronic equipment, there was an above-average representation of the following respondents: respondents aged 15 to 24 (9% of respondents in this age group), students (9% of students covered by the survey), self-employed (1 of the self-employed). Above-average figures relating to problems with agencies offering consumer loans have been experienced by the self-employed (10% of the self-employed surveyed), as well as by respondents from the Zasavje region (1 of respondents in this region). Globally, we can observe that respondents residing in the Koroška region are very often above-average on this question (and have experienced more problems than the others). But we have to be careful while interpreting these results, due to the small number of respondents from this region. 6

8 2.2. How do consumers resolve these problems? 3 Consumers who have experienced problems purchasing goods and services tend most frequently to complain directly to the shop. 5 of respondents have complained directly to the shop, while 16% sought information on their rights and 15% asked their family and relatives for advice. Only 5% of all respondents sought help from a consumer association and only 5% consulted their solicitor. A significant 25% of respondents stated that when they had encountered problems with their purchases they did not do anything in particular. Q2 In general, what do you do when this happens to you? You complain in the shop 5 You seek information about your rights You ask advice from friends and\ or family 16% 15% You ask help from a consumer association You consult a lawyer You file an official complaint (court, authorities) 5% 5% You do nothing in particular 25% Of those who complain to the shop, there is an above-average number of respondents from the Olbano region (6) and managers (70% of all managers surveyed), probably more comfortable with this kind of conversation. Of those who seek information about their rights, there are above-average percentages of the self-employed (3 - or twice the national average). Of those who ask for advice from their family and/or friends, there are aboveaverage numbers of the young respondents, aged (21%), or still students (20%). Among those who do nothing in particular, there are above-average numbers of respondents from rural villages (30%), students (3) and retired (28%), probably because these categories are less used to complain. 3 Source: Question Q2 7

9 3. Awareness of consumer rights This part of the report addresses the awareness of consumer rights among the Slovenian public Are Slovenians aware of their consumer rights? 4 What are the situations in which Slovenians are most/least aware of their rights? Who is most/least aware of their rights? A majority of those surveyed were of the opinion that they were very well or fairly well aware of their rights when a piece of electronic equipment or an appliance that had just been bought did not work properly (69%); when they had a problem with their phone bill (59%), and when taking a loan for a major purchase (5). More than 1 respondent in 2, however, are hardly aware or not aware at all of their rights when purchasing air tickets (55%) and when shopping over the internet or from a mail order catalogue (49%). Among those who believe they are aware of their consumer rights when a piece of electronic equipment or an appliance that has just been purchased is not working properly, there is an above-average percentage of respondents aged 40 to 54 (76% of respondents in this age group), respondents who completed their education aged 16 to 19 (75%), those born in Europe outside the European Union (8), small town residents (80%), and residents of the Dolenjska region (80%). Among those who believe they know their consumer rights when experiencing problems with their phone bill, there is an above-average proportion of respondents aged (67%) and supporters of the political centre (66%). 4 Source: Question Q3. 8

10 Among those who believe they know their consumer rights when they take a loan for a major purchase, there is an above-average presence of respondents aged (68%), respondents who completed their education aged (6), self-employed (68%), respondents living in small towns (61%) and respondents from the Gorenjska region (67%). Among those who believe they know their consumer rights when purchasing package holidays, there is an above-average percentage of respondents aged (55% of respondents in this age group - which is slightly higher than the national average). Sharing the same opinion were 51% of respondents who completed their education at the age of 20 or later - also just above the national average. There is also an above-average presence of managers (61%) and other white-collar workers (56%), as well as respondents from the Gorenjska region (58%) among those who believe they are aware of their rights in this area. Of those who are of the opinion that they know their consumer rights when making internet or mail order catalogue purchases, there is an above-average percentage of respondents aged (47%), self-employed (5) and managers (50%), as well as respondents from the Dolenjska region (51%). Of those who believe they are aware of their consumer rights when purchasing air tickets, there is an above-average percentage of males (35%); respondents aged (37%); respondents who completed their education at the age of 20 or later (41%), supporters of the political left (41%), managers (46%) and city dwellers (38%). 9

11 Q3 Do you think that you know your rights as a consumer in each of the following situations? Yes, very well Yes, fairly well No, hardly No, not at all DK When an electronic or household device you just bought does not work properly 26% 4 17% 10% When you have a problem with your phone bill 17% When taking out a credit to make a major purchase (car, washing machine, etc.) 10% 4 27% 15% When you take a package holiday trip 11% 3 27% 20% 9% When you buy on the Internet or from a mail catalogue 9% 29% 2 25% 1 When you have bought a ticket for a flight 7% % About half of all respondents would be interested to learn more about their rights relating to purchases of goods and services around one-fifth indicated they were very interested and another third were fairly interested 5. There is more interest in more information on the incorrect operation of electronic equipment and appliances (26% very interested, 3 fairly interested); on the taking of a loan for a major purchase (2 very interested, 3 fairly interested); on problems with phone bills (20% very interested, 36% fairly interested); on the purchase of package holidays (18% very interested, 31% fairly interested). There was less interest in information about the internet and catalogue mail order shopping and the purchase of air tickets. Among those who would be interested to learn more about their consumer rights when electronic equipment or an appliance that has just been purchased is not operating correctly, there is an above-average presence of respondents aged (68%), aged (69%) and aged (66%); respondents whose parents were born in one of the EU member states (91% - which is almost twice the national average); supporters of the political right (71%); white-collar workers (69%), manual workers (69%), respondents from small or medium-sized towns and respondents residing in the Savinjska region (69%); the Upper Posavska region (9), the Central Slovenia region (80%) and the Goriška region (71%). 5 Source: Question Q4 10

12 Among those who would be interested to learn more about their rights when taking a loan for a major purchase, there is an above-average number of respondents aged (68%), aged (69%), and aged (6); respondents from fourmember families (6), white-collar workers (67%), manual workers (69%) and the unemployed (71%), as well as respondents residing in the Zasavska region (80%). Among those who would be interested to learn more about their rights when experiencing a problem with their phone bill, there is an above-average proportion of respondents aged (6), aged (65%) and aged (6); respondents whose parents were born in one of the EU member states (91% - or almost twice the national average), supporters of the political right (7), white-collar workers (7), manual workers (66%) and the unemployed (7); as well as respondents residing in the Lower Posavska region (8), the Notranjsko Kraška region (70%) and the Goriška region (71%). Among those who would be interested to learn more about their consumer rights when purchasing package holidays, there is an above-average number of respondents aged (57%); students (59%); respondents from four-member families (59%); respondents born in the EU (91% - or more than twice the national average); supporters of the political right (6); managers (6) and other whitecollar workers (6); as well as respondents residing in the Savinjska region (59%), the Zasavska region (75%) and the Central Slovenia region (85%). Among those who would be interested to learn more about their consumer rights when shopping over the internet or from a mail order catalogue, there is an aboveaverage percentage of respondents aged (6), aged (59%), aged (59%), students (60%), respondents from four-member families (5), respondents whose parents were born in one of the EU member states (69%), managers (5) and other white-collar workers (57%), respondents from small and medium-sized towns (49%) and respondents residing in the Zasavska region (80%). Almost identical deviations were recorded among respondents who would be interested to learn more about consumer rights when purchasing air tickets. 11

13 Q4.1 Would you be interested in knowing more about your rights? Yes, very interested Yes, fairly interested No, fairly not interested No, not at all interested DK When an electronic or household device you just bought does not work properly 26% % When taking out a credit to make a major purchase (car, washing machine, etc.) % 17% When you have a problem with your phone bill 20% 36% 27% 15% When you take a package holiday trip 18% 31% 25% 2 When you buy on the Internet or from a mail catalogue 18% 26% 27% 25% 5% When you have bought a ticket for a flight 1 26% 27% 27% 5% 12

14 3.2. Consumer rights in Slovenia and in the EU 6 The next chapter of the report focuses on the question of how citizens perceive their consumer rights in Slovenia in comparison with other EU member states. Do Slovenians think they have more or fewer rights than citizens of other EU member states? More then half of respondents (60%) were of the opinion that Slovenians enjoyed the same level of consumer rights as citizens of other European Union member states. Almost one-quarter (2) believed that Slovenians had fewer consumer rights than citizens of other European Union member states, while only thought they enjoyed more rights. Q5a As a slovenian citizen, would you say that you have more, less or the same consumer rights as citizens of other European Union countries? 1 60% 2 More Less The same DK In the group that believed Slovenian citizens enjoyed fewer rights than citizens of other European Union member states, there was an above-average percentage of respondents of whom at least one parent had been born outside the European Union (37%) and the unemployed (37%). In the group that believed Slovenian citizens enjoyed equal rights as citizens of other European Union member states, there was an above-average percentage of respondents residing in the Savinjska region (70%). 6 Source: Question Q5a. 13

15 4. Consumer organisations The most important organisations protecting consumer rights and providing advice when problems emerge in Slovenia are the Slovene Consumers Association, the International Consumer Research Institute, VIP magazine, the Consumer Protection Institute and the Coastal Consumers Association Where would Slovenians turn to seek information on consumer rights? 7 Answering the question as to where they would seek information or advice on consumer rights, many respondents thought they would call a consumer association or magazine (61%). It is interesting that one-third (3) would ask for advice from shopkeepers. Almost one-third (27%) would turn to their family and relatives, and one in five would call their solicitor. Very few people would seek this kind of information from the government () or from the European Union Information Office in Slovenia (). Q6 From the following list, where would you go for information or advice about your consumer rights? A consumer association\ magazine Shopkeepers Friends and\ or relatives Lawyers The European Union information office in Slovenia The Government Other DK 17% 27% 3 61% There is an above-average percentage of respondents who would turn for information on consumer rights to a consumer association or magazine among those who completed their education at the age of 20 or later (7), supporters of the political left (80%), managers (75%) and other white-collar workers (80%). 7 Source: Question QB8. 14

16 Of those who would seek information or advice on consumer rights from shopkeepers, there is an above-average percentage of respondents with the following profiles: those who completed their education at the age of 15 or earlier (4), residents of the Savinjska (47%), and Goriška regions (46%). Younger respondents (aged 15 to 24) as well as students declare to turn to their family and relatives more than other categories. Most respondents who would seek advice and information on consumer rights from the European Union Information Office are rather well educated (those who finished their education at age 16-19). Young people (aged 15-24) would prefer to seek information on consumer rights from a consumer association or magazine and from family and relatives, while respondents aged would most likely turn to a consumer association or magazine and shopkeepers. Q6 From the following list, where would you go for information or advice about your consumer rights? A consumer association\ magazine Shopkeepers Friends and\ or relatives Lawyers The Government The European Union information office in Slovenia Other DK 28% 37% 31% 3 40% 3 20% 2 17% 20% 20% 10% 5% 7% 1% 1% 7% 55% 55% 66% 67% 15

17 Unlike other categories in terms of age when they finished their education, the less educated (those who finished their education at the age of 15 or earlier) would prefer to go to shopkeepers for information or advice on their consumer rights. Q6 From the following list, where would you go for information or advice about your consumer rights? Still Studying A consumer association\ magazine Shopkeepers Friends and\ or relatives Law yers The European Union information office in Slovenia The Government Other DK 36% % 30% 26% 2 27% 40% 1 19% 16% 15% 6% 5% 1% 1% 1 56% 65% 7 16

18 4.2. Who would Slovenians trust most to provide them with correct information on consumer rights? 8 Respondents put most faith in a consumer association or magazine (5) to provide them with correct information and advice on their consumer rights. The second place among the most trustworthy sources of information is taken by family and relatives, with 16% of respondents saying they would trust them. One in ten respondents (10%) would trust their solicitor, and fewer (8%) would believe shopkeepers. Very few would put their faith in the European Union Information Office () or the government (). Q7 Who of the following would you trust the most to give you correct information and advice on your consumer rights? A consumer association\ magazine 5 Friends and\ or relatives 16% Lawyers Shopkeepers 8% 10% The European Union information office in Slovenia The Government Other DK 5% In comparison with the total sample, the following respondents put most faith in a consumer association or magazine: those who completed their education at the age of 20 or later (65%), supporters of the political left (7), managers (68%) and other white-collar workers (68%), Family and relatives are the most trusted source for the respondents with the following profile: those aged (30%), those who completed their education at the age of 15 or earlier (2) or who are still students (29%), 8 Source: Question Q7. 17

19 Shopkeepers are more trusted by respondents who completed their education at the age of 15 or earlier then by other categories. Considerable difference between age groups can be seen regarding the trust of respondents in family and friends. In fact, family and friends are cited as the most trustworthy source of information more frequently by youngsters (people aged 15-24) than by respondents aged between 40 and 54. Q7 Who of the following would you trust the most to give you correct information and advice on your consumer rights? A consumer association\ magazine Friends and\ or relativ es Law yers Shopkeepers The European Union information office in Slovenia The Gov ernment Other DK 1 8% 18% 11% 10% 1 7% 8% 8% 11% 1% 5% 1% 1% 0% 6% 7% 30% 45% 50% 59% 60% 18

20 Unlike other age groups, the least educated (who completed their education at the age of 15 or earlier) tend to place similar trust in a consumer association or magazine than in their families and friends. Q7 Who of the following would you trust the most to give you correct information and advice on your consumer rights? Still studying A consumer association\ magazine Friends and\ or relativ es Law yers Shopkeepers The European Union information office in Slovenia The Gov ernment Other DK 11% 1 9% 10% 11% 9% 1 10% 5% 5% 1% 1% 1% 1% 15% 6% 1% 2 29% 3 47% 59% 65% Most Slovenians would turn for information on consumer rights to a consumer association or magazine which is at the same time the most trusted source. More than one-third would ask for advice of shopkeepers and family and friends, while almost one in five would turn to solicitors. Who would you ask / Who do you trust the most? Would trust the most Would ask for advice A consumer association\ magazine Friends and\ or relatives Lawyers Shopkeepers The European Union information office in Slovenia The Government Other DK 16% 17% 10% 8% 6% 5% 27% 3 61% 5 19

21 4.3. What consumer organisations in Slovenia are well-known? 9 Q8a3 Which organizations\ associations\ magazines dealing with protection of consumer rights do you know? ZPS - Zveza potrosnikov Slovenije Zavod za varstvo potrosnikov VIP magazine MIPOR - Mednarodni institut za potrosniske raziskave Obalno zdruzenje potrosnikov None Other DK 1% 17% 1 19% 10% 66% 66% of all respondents spontaneously mentioned the Consumers Association, 17% mentioned the Consumer Protection Institute and 1 mentioned the VIP magazine. The International Consumers Research Institute and the Coastal Consumers Association were known to very few respondents. On prompting, the respondents were very familiar with the Slovene Consumers Association: a majority had heard of it (91%). The Consumers Protection Institute was known to more than half of the respondents (59%) and more than a third of respondents (39%) have heard of the VIP magazine on consumer rights. A fifth of the respondents declared to have heard of the International Consumers Research Institute, while the Coastal Consumers Association was familiar only to fewer than one in ten respondents. 9 Source: Question Q8a. 20

22 Q8b3.1 Have you ever heard of Zveza potrosnikov Slovenije? 9% Yes No 91% Q8b3.4 Have you ever heard of Zavod za varstvo potrosnikov? 41% Yes 59% No Q8b3.3 Have you ever heard of VIP magasine? 61% 39% Yes No Q8b3.2 Have you ever heard of MIPOR - Mednarodni institut za potrosniske raziskave? 19% Yes No 81% 21

23 Q8b3.5 Have you ever heard of Obalno zdruzenje potrosnikov? 9% Yes No 91% Among those who knew the Slovene Consumers Association, there was an aboveaverage percentage of respondents with the following profiles: those aged (7) and (7); those who completed their education at the age of 20 or later (78%); supporters of the political left (75%); the self-employed (79%), managers (79%) and other white-collar workers (8). In comparison with the total poll, there was an above-average percentage of respondents who were aware of the Consumer Protection Institute in the following socio-demographic groups: those aged (2); those who completed their education at the age of 20 or later (2); supporters of the political right (28%); other white-collar workers (3); city dwellers (26%). 22

24 An above-average percentage of those who were familiar with the VIP magazine was found in the following groups of respondents: those who completed their education at the age of 20 or later (2); managers (21%) and other white-collar workers (21%); city dwellers (19%) 23

25 4.4. Slovene Consumers Association 10 Most respondents who were familiar with the Slovene Consumers Association had heard of it on TV (75%). Less than one in ten respondents learned of the Slovene Consumers Association from the printed press (9%), while the rest became aware of it from the radio (5%), from family and friends () or came across it on internet (). Q9 Where did you hear about ZPS (Zveza potrosnikov Slovenije)? On TV In the press On the radio From friends and/or relatives On the internet Other DK 9% 5% 75% Among those who have ever asked the Slovene Consumers Association for information or advice, there is an above-average percentage of respondents from three-member families (1), the self-employed and other white-collar workers (17%). Q10 Did you ever ask ZPS for information or advice? 9% Yes No 91% 10 Source: Questions Q9 to QB10. 24

26 Respondents who have turned to the Slovene Consumers Association for help or advice have a positive opinion of this organisation. 7 of respondents agree that a consumer association or magazine s employees were helpful and that the organisation provided useful advice. More than half of respondents (5) believed that the Consumers Association was effective in dealing with their request, although almost half of respondents (4). Q11.1 People working at ZPS were helpful 39% 3 8% 18% Q11.2 The advice received from ZPS was useful 40% 3 5% 21% QB11.3 The handling of my request to ZPS was effective 3 20% 17% 25% Totally agree Tend to agree Tend to disagree Totally disagree DK 25

27 Respondents confirm their satisfaction with the Slovene Consumers Association as they declare that they would encourage their friends and relatives to turn to this association for information or advice (71%). Q12 Would you encourage your friends or relatives to ask ZPS for information and\ or advice? 7% 1 10% 41% 30% Yes, definitely Yes, probably No, probably not No, definitely not DK 26

28 4.5. Would Slovenians be willing to support independent consumer organisations? 11 Slovene respondents are not very willing to financially support an independent consumers association. More then a half of respondents would not financially support it under any condition. However, those who are willing to support financially an independent consumers association, would do it mostly by giving it a percentage of their taxes (38%) or by a donation deductible from their income taxes (30%). Only 8% would agree to pay an annual membership even if it included 10 issues of the VIP magazine. Q13.1 Would you be willing to support an independent consumer association by? Yes No DK Giving this association a percentage of your taxes instead of paying them to the Government 38% 5 9% Giving this association a donation which you can deduct from your income taxes 30% 60% 10% Paying an annual membership fee of 8800 Slovenian Dollars (including 10 issues VIP magazine) 8% 85% 7% Among those who would be willing to support an independent consumers association by allocating a percentage from their taxes to the association rather than the government or by giving it tax deductible donations, there is an above-average proportion of the following respondents: those who completed their education at the age of 20 or later supporters of the political left and centre self-employed, managers and other white-collar workers 11 Source: Question Q11. 27

29 5. VIP Consumer rights protection magazine 5.1 VIP non-profit magazine for consumers 12 Most Slovenians (87%) are not willing to subscribe to the VIP - a non-profit magazine for consumers. However, highly educated respondents (10%) are more willing to subscribe than less educated (). Q14 Would you be interested to subscribe to the following (non-profit) consumer magazine - VIP magasine? 6% 7% Yes No DK 87% 12 Source: Question Q14. 28

30 5.2. Appeal of specific topics 13 Q15 Would you be interested in a consumer magazine that? Yes No DK gives you information on safety of food and nonfood products, on health, health care and nutrition? 50% 45% 5% gives you results of independent comparative tests of quality and price of products (household and electronic devices, laundry detergents, food products, etc.)? 4 5 gives you information about your rights\ advice on insurance, bank services, travel or real estate? 4 5 Around half of all respondents showed interest in a magazine that would provide information on food safety and safety of other products, on health care and nutrition; 4 would be interested in information on comparative tests on product quality and prices and a similar proportion (4) in a magazine presenting information on insurance, banking services, travel and real estate. Respondents from following categories showed the highest interest in a consumers magazine offering information on food safety and safety of other products, on health, health care and nutrition: women (56%), students (6), respondents from four and more-member families (57%), unemployed (65%), managers (59%) and other white-collar workers (57%) 13 Source: Question Q15. 29

31 There was an above-average percentage of respondents who showed an interest in a consumers magazine offering results of independent tests of product quality and prices in the following groups: students (56%) and those who completed their education at the age of 20 or later above (51%); respondents from four and more-member families (51%), unemployed (56%) and managers (5) Following categories expressed the highest interest in a magazine which would offer them information on insurance, banking services, travel or real estate: students (60%) and youngsters (60%), respondents from four-member families (50%), unemployed (55%) and managers (51%), 30

32 Conclusion This research was conducted with the view of testing the hypothesis that the level of awareness of consumer rights and consumer organisations, as well as the level of interest in the membership of such an organisation, was rather low. The study results were used as a measure to evaluate the influence of the information campaign on consumer rights. Looking at the results, a large majority (60%) believe that Slovenian citizens enjoy equal consumer rights as citizens of other European Union member states. Almost a quarter (2), however, is of the opinion that Slovenians are disadvantaged in terms of their consumer rights in comparison to other member states citizens. More than 80% of respondents do not have confidence in the Slovenian legal system when it comes to punishing those who abuse consumer rights (5 believe that the Slovenian legal system is not effective at all, and a further 31% think it is fairly ineffective). Just over 30% of respondents have experienced problems in at least one of the nine listed areas and these concern mainly insurance companies (11% of those who have had a problem in at least one area) and companies providing fixed-line and/or mobile telephony (10%). In most cases, consumers reacted to such problems by complaining directly to the shop or where their consumer rights had been abused (5), by searching for information on their consumer rights (16%) or asking their friends or family for advice. However, a quarter of the population decided not to react at all. 31

33 A majority of respondents believe they were aware of their consumer rights in the majority of situations when they experienced problems as consumers: when a newly bought piece of electronic equipment or an appliance did not operate correctly (69%); when they had problems with their phone bill (59%), and when they took a loan for a major purchase (5). Half the respondents, however, were either hardly aware or not aware at all of their rights when purchasing air tickets (55%) or when shopping over the internet or from a mail order catalogue (49%). However, around half of Slovene respondents would be interested in learning more about their rights concerning the majority of areas. Only few, however, feel they need to learn more their rights regarding internet and mail order catalogue shopping or purchasing air tickets. On prompting, respondents replied they would turn for information and advice on their consumer rights to a consumer association or magazine, rather than to shopkeepers, their friends or relatives or to lawyers. Very few respondents would contact the European Union Information Office or the government. Respondents put most trust in a consumer association or magazine (5) to provide them with correct information and advice on their consumer rights. Relatives and friends, layers and shopkeepers are less popular in this view. Very few would put their faith in the European Union Information Office or the government. 66% of respondents could spontaneously name the Slovene Consumers Association. Lower proportions of respondents named the Consumer Protection Institute and the VIP magazine and only few respondents cited the International Consumer Research Institute and the Coastal Consumers Association. On the other hand, when prompted, respondents were very familiar with the Slovene Consumers Association (91%). Most respondents who have heard of the Slovene Consumers Association learned about it on TV (75%). Just under one-tenth of respondents heard about it from the printed media. Only few heard of it from the radio their friends and relatives or they came across it on the internet. 32

34 Slovenians have generally a good opinion of this organisation. 7 agree that its employees helped them or that they received a useful advice from the organisation. Respondents are divided when it comes to efficacy of the association in dealing with their request. Despite a general satisfaction with the organization, only 9% of respondents have ever asked the Consumers Association for help or advice. However, most respondents (71%) would encourage their friends and relatives to ask the Slovene Consumers Association for information or help. Nevertheless, respondents, in general, would not be willing to financially support an independent consumers association. Those who would support such an association would prefer to do it by allocating a percentage from their taxes or by giving a donation which could later be deducted from their income tax. Additionally a majority of Slovenians (87%) are not willing to subscribe to the nonprofit consumers magazine VIP. On the other hand, around half of all respondents showed an interest in a magazine that would provide them different information. Slovenians are mainly interested in information on food safety and safety of other products, health care and nutrition.. The level of recognition of the Consumers Association, as well as its reputation, is high. However, the level of use and active participation in its activities is still fairly low these results show there is a considerable unused potential in the Slovene Consumers Association. In this particular area, we can expect and wish for positive results from the EU information campaign. 33

35 The highest standard error that can be assigned to the sampling and other coincidental consequences Reliability interval: Sample size Percentage of answers: 0,95 1% 5% 10% 15% 20% 25% 30% 35% 40% 45% 50% 50 2,8% 4,7% 6,0% 8, 9,9% 11,1% 12,0% 12,7% 13, 13,6% 13,8% 13,9% 100 2,0% 3, 4, 5,9% 7,0% 7,8% 8,5% 9,0% 9, 9,6% 9,8% 9,8% 150 1,6% 2,7% 3,5% 4,8% 5,7% 6, 6,9% 7, 7,6% 7,8% 8,0% 8,0% 200 1, 2, 3,0% 4, 4,9% 5,5% 6,0% 6, 6,6% 6,8% 6,9% 6,9% 250 1, 2,1% 2,7% 3,7% 4, 5,0% 5, 5,7% 5,9% 6,1% 6, 6, 300 1,1% 1,9% 2,5% 3, 4,0% 4,5% 4,9% 5, 5, 5,5% 5,6% 5,7% 350 1,0% 1,8% 2, 3,1% 3,7% 4, 4,5% 4,8% 5,0% 5,1% 5, 5, 400 1,0% 1,7% 2,1% 2,9% 3,5% 3,9% 4, 4,5% 4,7% 4,8% 4,9% 4,9% 450 0,9% 1,6% 2,0% 2,8% 3, 3,7% 4,0% 4, 4, 4,5% 4,6% 4,6% 500 0,9% 1,5% 1,9% 2,6% 3,1% 3,5% 3,8% 4,0% 4, 4, 4, 4, 550 0,8% 1, 1,8% 2,5% 3,0% 3, 3,6% 3,8% 4,0% 4,1% 4, 4, 600 0,8% 1, 1,7% 2, 2,9% 3, 3,5% 3,7% 3,8% 3,9% 4,0% 4,0% 650 0,8% 1, 1,7% 2, 2,7% 3,1% 3, 3,5% 3,7% 3,8% 3,8% 3,8% 700 0,7% 1, 1,6% 2, 2,6% 3,0% 3, 3, 3,5% 3,6% 3,7% 3,7% 750 0,7% 1, 1,6% 2,1% 2,6% 2,9% 3,1% 3, 3, 3,5% 3,6% 3,6% 800 0,7% 1, 1,5% 2,1% 2,5% 2,8% 3,0% 3, 3, 3, 3, 3,5% 850 0,7% 1,1% 1,5% 2,0% 2, 2,7% 2,9% 3,1% 3, 3, 3, 3, 900 0,7% 1,1% 1, 2,0% 2, 2,6% 2,8% 3,0% 3,1% 3, 3, 3, 950 0,6% 1,1% 1, 1,9% 2, 2,5% 2,8% 2,9% 3,0% 3,1% 3, 3, ,6% 1,1% 1, 1,9% 2, 2,5% 2,7% 2,8% 3,0% 3,0% 3,1% 3,1% 34