Consumer Conditions Scoreboard Consumers at home in the Single Market

Transcription

1 Consumer Conditions Scoreboard 2017 Consumers at home in the Single Market

2 Consumer Scoreboards Consumer Conditions Scoreboard Benchmarks national consumer policies Tracks the integration of the retail internal market Consumer Markets Scoreboard Monitors performance of 52 consumer markets Detects potentially malfunctioning sectors Consumers and Retailers Surveys Eurostat ICT Surveys Non Survey Indicators Market Monitoring Survey Price Data Complaints Data

3 Measuring Consumer Conditions Knowledge & Trust Compliance & Enforcement RETAILERS Domestic sales Crossborder sales CONSUMERS Domestic purchases Crossborder purchases Complaints & Dispute Resolution

4 Consumer Conditions Index Knowledge & Trust Compliance & Enforcement KNOWLEDGE: 1. Knowledge of consumers' rights 2. Retailers' knowledge of consumer rights TRUST: 3. Trust in organisations 4. Trust in redress mechanisms 5. Product safety 6. Accuracy of environmental claims 7. Confidence in online shopping 8. Product safety 9. Accuracy of environmental claims 10. Confidence in online selling 11. Unfair commercial practices 12. Other illicit commercial practices 13. Prevalence of unfair commercial practices in the sector 14. Compliance with consumer legislation 15. Enforcement of consumer legislation Complaints & Dispute Resolution 16. Problems and complaints indicator 17. Participation in ADR mechanisms Consumer Survey Retailer Survey

5 2017 Key Findings Conditions for consumer improve across the EU, but significant differences persist between countries Conditions for vulnerable consumers (e.g. those facing severe financial problems) can be challenging Consumers' trust in online shopping surges, but obstacles remain (e.g. territorial restrictions applied by online sellers) that hamper the development of ecommerce to its full potential

6 2017 Key Findings Conditions for consumer improve across the EU, but significant differences persist between countries Conditions for vulnerable consumers (e.g. those facing severe financial problems) can be challenging Consumers' trust in online shopping surges, but obstacles remain (e.g. territorial restrictions applied by online sellers) that hamper the development of ecommerce to its full potential

7 Consumer Conditions Index Legend: high increase increase decrease high decrease

8 Knowledge & Trust Legend: high increase increase decrease high decrease

9 Consumers Knowledge 0.9* Unsolicited products Knowledge & Trust 5.5* Faulty product guarantee 11.0* 67.4 Distance purchase coolingoff period Consumers' knowledge increased * 72.2 Organisations Trust Redress mechanisms 9.4* * 65.8 Product safety Environmental claims Consumers' trust has clearly increased Retailers Retailers' knowledge did not show a similar improvement. Retailers' trust in product safety also increased (76.4%, 1.8), but declined for environmental claims (68.8%, 1.5)

10 Compliance & Enforcement Legend: high increase increase decrease high decrease

11 Compliance & Enforcement Consumers Retailers * * 16.8 Unfair commercial practices 4.7* 8.2 Other illicit practices Unfair commercial practices in the sector Compliance with consumer legislation Enforcement of consumer legislation

12 Complaints & Dispute Resolution Legend: high increase increase decrease high decrease

13 Complaints & Dispute Resolution In case of a problem Did not complain Did complain Satisfaction with complaint handling by different bodies Retailer/Provider Manufacturer Public Authority ADR Court Other Complaints Satisfaction with complaint handling

14 CCI and other indicators CCI and Material Deprivation Index CCI and Global Competitiveness Index CCI and Rule of Law

15 2017 Key Findings Conditions for consumer improve across the EU, but significant differences persist between countries Conditions for vulnerable consumers (e.g. those facing severe financial problems) can be challenging Consumers' trust in online shopping surges, but obstacles remain (e.g. territorial restrictions applied by online sellers) that hamper the development of ecommerce to its full potential

16 Consumer Vulnerability Almost one third of EU consumers feel vulnerable, mainly for issues related to their financial and employment status Poor financial circumstances Current employment situation Age Health problems Personal issues Belonging to a minority group Other Any sociodemo Offers, terms or conditions are too complex Vulnerability irrespective of the reason for feeling vulnerable affects consumer conditions

17 2017 Key Findings Conditions for consumer improve across the EU, but significant differences persist between countries Conditions for vulnerable consumers (e.g. those facing severe financial problems) can be challenging Consumers' trust in online shopping surges, but obstacles remain (e.g. territorial restrictions applied by online sellers) that hamper the development of ecommerce to its full potential

18 Consumers in the Digital Single Market Online shopping by location of the retailer Consumer Confidence More consumers are buying online and consumer trust in online purchases surges, in particular for crossborder purchases

19 Consumers in the Digital Single Market Impediments experienced by consumers when trying to buy online from retailers in other EU countries 6.7* 24.2 Any Problem 7.9* 12.8 The retailer or service provider did not accept payment from your country The retailer or service provider refused to deliver to your country 2.0* You were redirected to a website in your country where prices were different Consumers continue to face supplyside obstacles to crossborder ecommerce

20 Digital Single Market supply perspective Retailers being confident to sell online * Total yes Yes, only domestically Yes, both domestically and crossborder (EU) Yes, only crossborder (EU) Retailers are slower to respond to consumers' increased interest

21 Digital Single Market supply perspective Importance of obstacles to crossborder ecommerce as stated by retailers selling online Higher risk of fraud and nonpayments in crossborder sales Differences in national tax regulations (e.g. VAT rules) Differences in national contract law Differences in national consumer protection rules Higher transport costs due to geographic distance Potentially higher costs involved in solving complaints and disputes crossborder Higher costs of crossborder delivery compared to domestic delivery Extra costs from aftersales service in crossborder transactions Restrictions on crossborder sales imposed by manufacturers or suppliers * 4.1* 2.7* 4.9* 5.5* 3.7* 4.0* 2.7* 1.9 Extra costs arising from language differences *

22 Thank you