CONSUMERS ATTITUDES TOWARDS CROSS- BORDER TRADE AND CONSUMER PROTECTION

Flash Eurobarometer 332 CONSUMERS ATTITUDES TOWARDS CROSS- BORDER TRADE AND CONSUMER PROTECTION SUMMARY Fieldwork: September 2011 Publication: June 2012 This survey has been requested by the European Commission, Directorate-General for Health and Consumers and co-ordinated by Directorate-General for Communication. This document does not represent the point of view of the European Commission. The interpretations and opinions contained in it are solely those of the authors. Flash Eurobarometer 332 - TNS Political & Social

Flash Eurobarometer 332 Consumers attitudes towards cross-border trade and consumer protection Conducted by TNS Political & Social at the request of the European Commission, Directorate-General for Health and Consumers Survey co-ordinated by the European Commission, Directorate-General for Communication (DG COMM Research and Speechwriting Unit)

TABLE OF CONTENTS INTRODUCTION... 3 1. DISTANCE SHOPPING AND CROSS-BORDER PURCHASES... 6 1.1 Distance purchases by channel... 6 2. CONSUMER CONFIDENCE AND ATTITUDES TOWARDS SHOPPING DOMESTICALLY AND CROSS-BORDER... 12 2.1 Levels of confidence in domestic and cross-border distance purchases12 2.2 Outlook for cross-border shopping in the EU... 14 3. KNOWLEDGE OF CONSUMER LEGISLATION... 16 3.1 Cooling-off period in distance selling... 16 3.2 Length of guarantee validity rights... 17 3.3 Unfair commercial practices receiving unordered products... 18 3.4 Overall levels of knowledge... 19 4. CONSUMER PROTECTION... 20 4.1 Problems and complaints regarding domestic purchases... 20 4.2 Problems with the delivery of distance purchases... 24 4.3 Unfair commercial practices... 26 5. CONSUMER PROTECTION INDICATORS... 28 6. PRODUCT SAFETY ENVIRONMENT... 32 6.1 Perceptions of the safety of food and non-food products... 32 6.2 Experiences of product recall... 33 7. ENVIRONMENTAL IMPACT AND PURCHASING DECISIONS... 34 ANNEXES Technical specifications 2

INTRODUCTION This summary presents the results of the Flash Eurobarometer survey Cross-border trade and consumer protection, carried out in September 2011. This present survey follows on from a series of consumer protection-related surveys that have been conducted since 2006 by the European Commission, DG SANCO (Special Eurobarometer No 252, 2006, Special Eurobarometer No 298, 2008, Flash Eurobarometer No 282, 2009 and Flash Eurobarometer No 299, 2010) 1. The European Commission aims at improving the business and consumer environment by deepening the single market and enforcing single market and competition rules. Examining consumer conditions across the Member States is fundamental to this end: the Member States and the EU must ensure that goods and services markets are wellfunctioning, open and competitive and that empowered consumers make informed consumer choices in these markets. The overall objectives are set out in the Consumer Protection Strategy for 2007-2013 2 : to empower consumers, to enhance their welfare, and to protect them effectively. In order to build a knowledge base to support policy-making and the development of regulations, the Commission regularly gathers evidence by monitoring markets and national consumer conditions and by studying consumer behaviour through several research tools. The results are compiled twice a year into the Consumer Markets Scoreboard 3 that shows which markets are malfunctioning and do not meet consumer expectations. It monitors market performance from the perspective of economic and social outcomes for consumers. This survey looks at the conditions of EU consumers as reported by consumers themselves in the following areas: Cross-border commerce E-commerce and other distance shopping Consumer problems and complaints Dispute resolution Consumer empowerment in terms of objective knowledge of legislation Consumer perceptions of consumer protection Unfair commercial practices Product safety environment Environmental concerns 1 All reports can be found at http://ec.europa.eu/consumers/strategy/facts_eurobar_en.htm 2 http://ec.europa.eu/consumers/overview/cons_policy/doc/en_99.pdf 3 All editions of the Scoreboard can be found at http://ec.europa.eu/consumers/consumer_research/editions/cms5_en.htm 3

This Flash Eurobarometer was carried out by TNS Political & Social. It was conducted in the 27 EU Member States and Norway and Iceland. The interviews were carried out by telephone (fixed-line and mobile phone) between 19 and 21 September 2011. ************** The Eurobarometer web site can be consulted at the following address: http://ec.europa.eu/public_opinion/index_en.htm We would like to take the opportunity to thank all the respondents across the continent who gave their time to take part in this survey. Without their active participation, this study would simply not have been possible. 4

Note ABREVIATIONS EU27 EU15 EU12 European Union - 27 Member States The fifteen Member States that were EU Members prior to the accession of ten candidate countries on 1 May 2004 The twelve Member States that joined the European Union in recent years (2004 and 2007) BE BG CZ DK DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK IS NO Belgium Bulgaria Czech Republic Denmark Germany Estonia Ireland Greece Spain France Italy Republic of Cyprus Latvia Lithuania Luxembourg Hungary Malta The Netherlands Austria Poland Portugal Romania Slovenia Slovakia Finland Sweden United Kingdom Iceland Norway 5

1. DISTANCE SHOPPING AND CROSS-BORDER PURCHASES 1.1 Distance purchases by channel Distance shopping via the Internet is growing across the EU. In the past 12 months, nearly half of EU consumers made a distance purchase over the Internet (46%), 20% by post and 13% by phone. Distance commerce remains largely domestic: 53% of the consumers made a distance purchase from local sellers/providers while only 12% made a distance purchase from another EU country. At the EU level, there has been a considerable rise in the proportion of consumers shopping over the Internet: up from 37% in 2010 to 46% in 2011 (+9 points). This growth has been even more pronounced in the period since 2006, with an increase from 27% to 46% (+ 19 points). Purchases made at a distance in the past 12 months Base: all respondents, % EU27 in 2011-2008/ % EU25 in 2006 Q1 In the past 12 months, have you purchased any goods or services, by Internet, phone or post in (OUR COUNTRY) or elsewhere in any of the following ways? 6

This trend is observed across all Member States, but is strongest in Slovakia (43%, +37 points since 2006), Poland (47%, +29), the Czech Republic (52%, +28) and Cyprus (34%, +28). The Internet is still used to make distance purchases mainly from national sellers or providers: the proportion of domestic online shoppers has grown considerably from 23% in 2006 to 42% in 2011. Distance purchase via the Internet Base: all respondents, % EU27 in 2011-2008/ % EU25 in 2006 7

Having an Internet connection at home significantly increases respondents' likelihood of Internet shopping: 51% of EU consumers with home Internet access have made a domestic online purchase in the past 12 months. Distance purchase via the Internet, by those with home access Base: respondents who have home Internet access, % EU27 in 2011-2008/ % EU25 in 2006 8

EU consumers are significantly more likely to purchase online from local sellers and providers (42%) than from those in other EU countries (10%). The opposite is true for Luxembourg (44% cross-border vs. 13% domestic), Malta (35% vs. 6%), Cyprus (24% vs. 6%), Ireland (36% vs. 29%) and Austria (34% vs. 32%). Domestic and cross-border Internet purchases Base: all respondents, % of Yes, from a seller/provider located in (OUR COUNTRY) and Yes, from a seller/provider located in another EU country, % by country Q1 In the past 12 months, have you purchased any goods or services, by Internet, phone or post in (OUR COUNTRY) or elsewhere in any of the following ways?-via the Internet (website, email, etc.) The level of cross-border online shopping in the EU has increased from 6% in 2006 to 10% in 2011. The proportion of consumers purchasing online from sellers outside the EU has also increased from 3% in 2006 to 6% in the present survey. 9

However, it appears that a larger number of EU consumers still make their cross-border purchases face-to-face: 25% of consumers made a purchase while on holiday or on a business trip. Base: all respondents, % by country At least 60% of consumers in Luxembourg (60%) and Norway (63%) purchased goods while travelling abroad in the past 12 months, followed by respondents in Finland (50%) and Ireland (46%). However, less than a fifth of respondents in Spain (19%), Poland (19%), Hungary (17%), Bulgaria (15%), Portugal (14%) and Greece (13%) report that they have purchased goods while abroad in the past 12 months. 10

Home Internet access increases the likelihood of online shopping both domestically and cross-border. 56% of consumers who have Internet access at home have made an online purchase (compared to 50% in 2010, 54% in 2009 and 56% in 2008), a figure that is 10 points higher than the result for all respondents. 51% of consumers who have Internet access at home have used the Internet to buy goods or services from a seller/provider from their own country, compared to 13% who bought from a seller/provider located in another EU Member State. Domestic and cross-border Internet purchases, by those with home access Base: respondents with home Internet access, % of Yes, from a seller/provider located in (OUR COUNTRY) and Yes, from a seller/provider located in another EU country, % by country Q1 In the past 12 months, have you purchased any goods or services, by Internet, phone or post in (OUR COUNTRY) or elsewhere in any of the following ways?-via the Internet (website, email, etc.) 11

2. CONSUMER CONFIDENCE AND ATTITUDES TOWARDS SHOPPING DOMESTICALLY AND CROSS-BORDER 2.1 Levels of confidence in domestic and cross-border distance purchases European consumers continue to show more confidence in local sellers/providers for their distance purchases. A majority of European consumers (52%) say that they are more confident when purchasing goods or services via the Internet from sellers/providers in their own country than from those located in other EU countries. 34% are equally confident while 3% have more confidence in sellers or providers from other EU countries. The majority of Europeans (56%) also tend to be more confident when buying goods or services by phone or post in their own country than when shopping cross-border elsewhere in the EU. In both cases the preference for domestic purchases is now slightly stronger than in 2010. Levels of confidence in domestic and cross-border distance purchases Base: all respondents, % EU27 12

Trust in domestic and EU cross-border sellers: Internet sales Base: all respondents, % by country Consumers in Finland (65%), Germany (63%), Sweden (63%) and the UK (62%) are most likely to be more confident in sellers from their own country. Consumers in Estonia (30%), Lithuania (31%), Romania (31%) and Malta (32%) are the least likely to be more confident in sellers from their own country. 13

2.2 Outlook for cross-border shopping in the EU Consumers are increasingly interested in cross-border shopping. A growing proportion of consumers, 50%, are willing to purchase goods or services using another EU language (+ 17 points in comparison to 2006). The percentage that would be totally unwilling to shop in a different language has fallen from 42% in 2008 to 30% in 2011. The proportion of Europeans who say they know where to get information and advice about cross-border shopping has also risen significantly, from 24% in 2006 to 39% in 2011. More consumers are now interested in making cross-border purchases (52%, +19) and are willing to spend more money (18%, +5) than in 2006. Attitudes towards cross-border purchases Base: all respondent, % EU27 in 2011-2008/ % EU25 in 2006 14

Interest in future cross-border purchases Base: all respondents, % by country Respondents in France (65%), Belgium (63%), Ireland (62%) and Slovakia (61%) show the most interest in making cross-border purchases in the coming 12 months. Half or more respondents in Greece (60%), Lithuania (59%), Slovenia (54%), Hungary (53%), the Czech Republic (50%) and Portugal (50%) have no interest in shopping cross-border in the next 12 months. Once again, a generally upward trend is observed across the EU. Consumers in Poland (+18 points), Spain and Slovakia (+16 both) are now significantly more interested in cross-border transactions than in 2010. The largest decline in interest is observed in Luxembourg and the Netherlands (-7 both). 15

3. KNOWLEDGE OF CONSUMER LEGISLATION 3.1 Cooling-off period in distance selling A high proportion of respondents know that they have the right to return a good ordered by post, phone or the Internet 4 days after its delivery (70%). Conversely, nearly a quarter of consumers (23%) incorrectly believe they have no such right. Knowledge of the cooling off period in distance selling 4 Base: all respondents, % by country 80% or more respondents in Germany (82%), Spain (82%) and the Czech Republic (81%) are aware of their right to return the good within 4 days without giving a reason. However, less than half of the respondents in Romania (48%), Cyprus (43%), Portugal (41%) and Greece (39%) are aware of their right to return the good within 4 days without giving a reason. 4 CORRECT ANWER: Yes 16

3.2 Length of guarantee validity rights Just over half of consumers know that they have the right to have a broken item, bought 18 months ago, repaired or replaced free of charge (51%). Nevertheless 2 consumers in 5 (41%) incorrectly believe they do not have this right. Knowledge of the length of guarantee validity rights 5 Base: all respondents, % by country Respondents in the Czech Republic (87%) are the most likely to know that they are entitled to have the broken item repaired or replaced, followed by consumers in Slovakia (78%) and Spain (75%). However, 4 respondents out of 10 only are likely to know that they are entitled to have the broken item repaired or replaced in the UK (40%), Slovenia (40%), Lithuania (35%) and France (30%). 5 CORRECT ANSWER: Yes 17

3.3 Unfair commercial practices receiving unordered products EU consumers seem uncertain about what to do if they receive DVDs they have not ordered together with an invoice. Only 35% know that they do not have to pay the invoice or return the DVDs. 59% incorrectly believe that they do not have to pay the invoice only if they return the DVDs. Knowledge of Unfair Commercial Practices receiving unordered products 6 Base: all respondents, % by country This was the statement which recorded the lowest levels of correct answers across all Member States. Except in five countries, the majority of respondents incorrectly believe that they are obliged to return the unordered DVDs to the sender. However, very few consumers think they have to pay the invoice for unordered goods. The highest proportions know that consumers are not obliged to return or pay for unordered goods in Finland (55%), Slovenia (49%) and Denmark (49%), as well as in Iceland (50%) and Norway (48%). 6 CORRECT ANSWER: No, and you are not obliged to send the DVDs back 18

3.4 Overall levels of knowledge This section summarizes the correct answers given for the three statements on consumer rights. Overall levels of knowledge of consumers rights Base: all respondents, % by country The graphic above depicts the proportions of respondents who give zero, one, two or three correct answers. The highest levels of knowledge are observed in Denmark (26%), the Czech Republic (24%), Norway (24%), Germany (21%), Slovakia (20%) and Finland (20%) where a fifth or more respondents answer all three questions correctly. More than a fifth of respondents are unable to give a single correct answer in Greece (24%), Romania (23%) and Portugal (22%). 19

4. CONSUMER PROTECTION 4.1 Problems and complaints regarding domestic purchases Most EU consumers refer complaints to the seller/provider/manufacturer. 17% of EU consumers report that they have encountered a problem in the past 12 months when buying something in their own country. Encountering problems with domestic purchases Base: all respondents, % by country Of these, 80% complained to the seller/provider/manufacturer while 20% did not do so. This proportion is the same as that observed in 2010. 20

Problems encountered when making a purchase Base: respondents who encountered a problem when buying something (n=4479), % by country Consumers in Spain (93%), Denmark (91%) and Sweden (90%) are the most likely to complain. In fact the absolute majority in every Member State complain to the seller, provider or manufacturer with the exception of Romania. In this country, only 41% complain to the seller/provider/manufacturer, while 59% fail to do so. 58% of the consumers who complained were satisfied (50% in 2010). Of those who were not satisfied, 45% took no further action; 13% asked for advice from a consumer association and 6% from a lawyer; 3% went to an arbitration, mediation or conciliation body and 2% went to court. 12% complained to a consumer authority or regulator/regional authority. 21

Satisfaction with handling of complaints Base: respondents who encountered a problem and complained to the seller/provider/ manufacturer (n=3589), % EU27 70% or more respondents in Luxembourg (76%), Sweden (72%) and the UK (69%) are very or fairly satisfied with the way their complaints are dealt with. In Malta (60%), Romania (57%), Spain (57%), Cyprus (55%), Greece (55%) and Lithuania (51%), respondents who feel dissatisfied outnumber those who express satisfaction, and represent the absolute majority in these countries. 22

Main reasons for not complaining about problems encountered The main reasons given for failing to complain about a problem were: the amount of money was too small to be concerned about (42%); no confidence in getting a satisfactory resolution to the problem (35%); the procedure is perceived as too lengthy (27%); lack of information about consumer rights (15%), and lack of knowledge about where to complain (10%). Base: respondents who encountered a problem but did not complain about it to the seller/provider/ manufacturer (n=890), %EU27 23

4.2 Problems with the delivery of distance purchases Across the EU, 1 in 5 consumers who have experience with domestic distance purchases (20%) report a delay in delivery from a domestic seller/provider. Generally speaking, the likelihood of the various types of delivery problems has remained relatively stable since 2006. Base: those who had made at least one distance purchase from a seller or provider in their own country (n=13655), % by country Among respondents who have made at least one distance purchase, consumers in the UK (28%), the Netherlands (26%) and France (23%) are the most likely to report that they have experienced a delay in delivery. In contrast only around 1 in 10 consumers have had this experience in Slovenia, Malta, Lithuania, Hungary, Bulgaria and Cyprus. However, the base of respondents is limited in Cyprus for that question (n=47). 24

13% of EU consumers who have experience with cross-border distance purchases report they have experienced a delay in the delivery of an item purchased from a seller/provider in another EU country. 18% of consumers who have experience with cross-border distance purchases were unable to buy a good from another EU country as the seller was not able to sell or deliver the products in their country. Delay in the delivery and non-delivery of goods or services purchased by distance in another EU country Base: those who had made at least one distance purchase from a seller or provider in another EU country (n=2989), % EU27 25

4.3 Unfair commercial practices More EU consumers now report that they have come across unsolicited (69%, +8 points) commercial advertisements, statements or offers than in 2010. 46% of consumers came across misleading or deceptive advertisements (+4 points). Around a fifth (18%) of the consumers who encountered misleading or deceptive advertisements also responded to them. This corresponds to around 8% of all consumers. The proportion of consumers encountering fraudulent advertisements has remained unchanged at 29%. Around a fifth (18%) of the consumers who encountered deceptive or fraudulent advertisements also responded to them. 5% of all consumers responded to such advertisements. Unsolicited or misleading advertisements or offers Base: all respondents/*those who came across a misleading/fraudulent advertisement (n=11826)/**those who responded an advertisement or offer that turned out to be fraudulent (n=7341), % EU27 Q7 Have any of the following happened to you in the past 12 months? 26

Encountering unsolicited advertising material Base: all respondents, % by country Except in Romania (44%), the majority of EU consumers have come across unsolicited commercial advertisements in the past 12 months. This is the case for more than fourfifths of respondents in Spain (83%) and Estonia (81%) and over three-quarters of respondents in France (78%). 27

5. CONSUMER PROTECTION INDICATORS Most consumers feel protected by existing measures. Nearly three-quarters of consumers (72%) report that they trust independent consumer organisations (+6 points since 2006) to protect their rights. 62% of consumers trust public authorities to protect their consumer rights, a 6 points increase since 2006. Aspects of consumer protection Base: all respondents, % EU27 28

The great majority of EU consumers agree that, in general, sellers and providers respect their rights as consumers (65% in 2010 vs. 62% in 2006, 59% in 2008 and 58% in 2009). Overall, 58% of consumers feel adequately protected by existing consumer protection measures (no major changes since 2006). More than half of consumers (52%) agree that it is easy to resolve disputes through an arbitration, mediation or conciliation body. This figure falls to 38% for the courts. However, in both cases, EU consumers are now more likely to believe dispute resolution is easy than in 2010 (+4 and +5 points respectively). 55% of EU consumers say that they regularly watch/listen to consumer programmes on TV or radio. 41% say that they have changed their consumer behaviour as a result of a media story (e.g. changed shop or product). Trust in independent consumer organisations Base: all respondents, % by country Consumers in France (85%), Denmark (83%), the Netherlands (83%), Germany (81%), Austria (81%) and the UK (81%) have the highest overall levels of trust in consumer protection organisations (over 80% agree with the statement). Respondents are less likely to agree with this statement in Bulgaria (44%), Slovenia (48%), Cyprus (49%) and Romania (50%). 29

The role of the media Base: all respondents, % by country Two-thirds or more of respondents in Romania (74%), Denmark (68%) and Bulgaria (68%) agree that they watch/listen to TV and radio consumer programmes. Respondents who agree with the statement outnumber those who disagree in most EU countries except eight countries: Slovenia, Sweden, Poland, Spain, Greece, the Czech Republic, Estonia and Latvia. It is also the case in Iceland. The lowest overall levels of agreement with the statement are observed in Slovenia (40%), Poland (40%), Sweden (41%) and Spain (42%). 30

Base: all respondents, % by country In most countries, a majority of respondents have not changed their consumer behaviour as a result of a media story. Respondents in Estonia (64%), Denmark (62%), Slovenia (62%), the Netherlands (62%), the Czech Republic (62%) and Hungary (62%) are the least inclined to change their consumer behaviour due to a media story. However, less than half of the respondents disagree with that statement in Belgium (38%), Romania (46%), Greece (46%), Bulgaria (48%) and Cyprus (48%) 31

6. PRODUCT SAFETY ENVIRONMENT 6.1 Perceptions of the safety of food and non-food products Perceived safety of products currently on the market Base: all respondents, % EU27 A small number of food and non-food products are thought to be unsafe. The survey recorded declining trust in the safety of non-food products. In 2011 a quarter of respondents say they believe that a significant number of products are unsafe (compared to 20% in 2010). Slightly more than one in ten respondents now say that essentially all products are safe (compared to 16% in 2010). An absolute majority still thinks that a small number of products is unsafe (56%, compared to 53% in 2010). When asked about the safety of food products as opposed to non-food items, respondents perceptions were quite similar to those reported in 2010: 19% of respondents said that almost all food products were safe (-1 point), 51% thought that a small number were unsafe (-4 points) and 22% that a significant number were unsafe (+1 point). 32

6.2 Experiences of product recall 8% of respondents say they have been personally affected by the market recall of a food product and 6% of a non-food product. Consumers are slightly more likely (4%, +2 points) now than in 2010 to say they have been affected by a recall of both types of products. Have you ever been personally affected by a product recall? Base: all respondents, % EU27 33

7. ENVIRONMENTAL IMPACT AND PURCHASING DECISIONS Environmental aspects are not a priority. In 2011, 29% of consumers say that the environmental impact of a product or service influenced their purchasing decision. For a great majority (69%) the environmental impact of a product did not influence their choice. The proportion of consumers who took environmental aspects into consideration has decreased slightly since 2010 (- 3 points). Evolution FL332 (09/2011) - FL299 (09/2010) Base: all respondents, % by country Respondents whose consumer choices were not influenced by environmental concerns outnumber those who considered the environmental impact of a product in every country, most strikingly in Lithuania (a 57-point difference), the UK (55 points), Bulgaria (54 points) and Spain (54 points). Conversely, respondents in Greece (47%), Hungary (42%), the Netherlands (40%) and Sweden (40%) are the most likely to say that the environmental impact of a product influenced their choice in the week prior to the survey. 34

TECHNICAL SPECIFICATIONS

FLASH EUROBAROMETER 332 TECHNICAL SPECIFICATIONS Between the 19th of September and the 21st of September 2011, TNS Political & Social, a consortium created between TNS political & social, TNS UK and TNS opinion, carried out the survey FLASH EUROBAROMETER 332 about "Consumer Attitudes towards Cross-border Trade and Consumer Protection ". This survey has been requested by the EUROPEAN COMMISSION, Directorate-General for Health and Consumer. It is a general public survey co-ordinated by the Directorate-General for Communication ("Research and Speechwriting" Unit). The FLASH EUROBAROMETER 332 covers the population of the respective nationalities of the European Union Member States, resident in each of the 27 Member States and aged 15 years and over. It was also conducted in Norway and Iceland. The survey covers the national population of citizens (in these countries) as well as the population of citizens of all the European Union Member States that are residents in these countries and have a sufficient command of the national languages to answer the questionnaire. All interviews were carried using the TNS e-call center (our centralized CATI system). In every country respondents were called both on fixed lines and mobile phones. The basic sample design applied in all states is multi-stage random (probability). In each household, the respondent was drawn at random following the "last birthday rule". TNS have developed their own RDD sample generation capabilities based on using contact telephone numbers from responders to random probability or random location face to face surveys, such as Eurobarometer, as seed numbers. The approach works because the seed number identifies a working block of telephone numbers and reduces the volume of numbers generated that will be ineffective. The seed numbers are stratified by NUTS2 region and urbanisation to approximate a geographically representative sample. From each seed number the required sample of numbers are generated by randomly replacing the last two digits. The sample is then screened against business databases in order to exclude as many of these numbers as possible before going into field. This approach is consistent across all countries. TS1

ABBR. COUNTRIES INSTITUTES N INTERVIEWS FIELDWORK DATES POPULATION 15+ BE Belgium TNS Dimarso 1,000 19/09/2011 21/09/2011 8.939.546 BG Bulgaria TNS BBSS 1,009 19/09/2011 21/09/2011 6.537.510 CZ Czech Rep. TNS Aisa s.r.o 1,004 19/09/2011 21/09/2011 9.012.443 DK Denmark TNS Gallup A/S 1,008 19/09/2011 21/09/2011 4.561.264 DE Germany TNS Infratest 1,000 19/09/2011 21/09/2011 64.409.146 EE Estonia TNS Emor 1,008 19/09/2011 21/09/2011 945.733 EL Greece TNS ICAP 1,005 19/09/2011 21/09/2011 8.693.566 ES Spain TNS Demoscopia S.A 1,002 19/09/2011 21/09/2011 39.035.867 FR France TNS Sofres 1,000 19/09/2011 21/09/2011 47.756.439 IE Ireland IMS Millward Brown 1,000 19/09/2011 21/09/2011 3.522.000 IT Italy TNS Infratest 1,011 19/09/2011 21/09/2011 51.862.391 CY Rep. of Cyprus CYMAR 503 19/09/2011 21/09/2011 660.400 LV Latvia TNS Latvia 1,010 19/09/2011 21/09/2011 1.447.866 LT Lithuania TNS Lithuania 1,000 19/09/2011 21/09/2011 2.829.740 LU Luxembourg TNS Dimarso 502 19/09/2011 21/09/2011 404.907 HU Hungary TNS Hoffmann Kft 1,001 19/09/2011 21/09/2011 8.320.614 MT Malta MISCO International 515 Ltd 19/09/2011 21/09/2011 335.476 NL Netherlands TNS NIPO 1,032 19/09/2011 21/09/2011 13.371.980 AT Austria TNS Austria 1,012 19/09/2011 21/09/2011 7.009.827 PL Poland TNS OBOP 1,001 19/09/2011 21/09/2011 32.413.735 PT Portugal TNS EUROTESTE 1,012 19/09/2011 21/09/2011 8.080.915 RO Romania TNS CSOP 1,014 19/09/2011 21/09/2011 18.246.731 SI Slovenia RM PLUS 1,001 19/09/2011 21/09/2011 1.759.701 SK Slovakia TNS AISA Slovakia 1,001 19/09/2011 21/09/2011 4.549.955 FI Finland TNS Gallup Oy 1,012 19/09/2011 21/09/2011 4.440.004 SE Sweden TNS SIFO 1,000 19/09/2011 21/09/2011 7.791.240 UK United Kingdom TNS UK 1,002 19/09/2011 21/09/2011 51.848.010 TOTAL EU27 25,665 19/09/2011 21/09/2011 408.787.006 IS Iceland Capacent ehf 503 19/09/2011 21/09/2011 252.277 NW Norway TNS Gallup AS 1,000 19/09/2011 21/09/2011 3.886.395 TOTAL 27,168 19/09/2011 21/09/2011 412.925.678 For each country a comparison between the sample and the universe was carried out. The Universe description was derived from Eurostat population data or from national statistics offices. For all countries surveyed, a national weighting procedure, using marginal and intercellular weighting, was carried out based on this Universe description. In all countries, gender, age, region and size of locality were introduced in the iteration procedure. For international weighting (i.e. EU averages), TNS Political & Social applies the official population figures as provided by EUROSTAT or national statistic offices. The total population figures for input in this post-weighting procedure are listed above. Readers are reminded that survey results are estimations, the accuracy of which, everything being equal, rests upon the sample size and upon the observed percentage. With samples of about 1,000 interviews, the real percentages vary within the following confidence limits: Observed percentages 10% or 90% 20% or 80% 30% or 70% 40% or 60% 50% Confidence limits ± 1.9 points ± 2.5 points ± 2.7 points ± 3.0 points ± 3.1 points TS2