Consumer Conditions Scoreboard 2017 Consumers at home in the Single Market
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
Measuring Consumer Conditions Knowledge & Trust Compliance & Enforcement RETAILERS Domestic sales Crossborder sales CONSUMERS Domestic purchases Crossborder purchases Complaints & Dispute Resolution
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
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
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
Consumer Conditions Index Legend: 20162014 high increase 20162014 increase 20162014 decrease 20162014 high decrease
Knowledge & Trust Legend: 20162014 high increase 20162014 increase 20162014 decrease 20162014 high decrease
Consumers 100.0 80.0 60.0 40.0 20.0 0.0 Knowledge 0.9* 34.5 45.8 Unsolicited products Knowledge & Trust 5.5* Faulty product guarantee 11.0* 67.4 Distance purchase coolingoff period Consumers' knowledge increased 100 80 60 40 20 0 8.2* 72.2 Organisations Trust 6.5 46.8 Redress mechanisms 9.4* 78.0 12.2* 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)
Compliance & Enforcement Legend: 20162014 high increase 20162014 increase 20162014 decrease 20162014 high decrease
Compliance & Enforcement Consumers Retailers 80 70 60 80 70 60 0.1 0.2 50 50 40 30 40 30 3.6* 68.2 62.2 20 10 0 6.9* 16.8 Unfair commercial practices 4.7* 8.2 Other illicit practices 20 10 0 30.1 Unfair commercial practices in the sector Compliance with consumer legislation Enforcement of consumer legislation
Complaints & Dispute Resolution Legend: 20162014 high increase 20162014 increase 20162014 decrease 20162014 high decrease
Complaints & Dispute Resolution In case of a problem Did not complain 30.8 69.2 Did complain 100.0 80.0 60.0 40.0 20.0 0.0 Satisfaction with complaint handling by different bodies 68.1 62.9 58.1 50.0 16.5 6.5 68.7 31.2 3.7 1.2 1.8 Retailer/Provider Manufacturer Public Authority ADR Court Other Complaints Satisfaction with complaint handling
CCI and other indicators CCI and Material Deprivation Index CCI and Global Competitiveness Index CCI and Rule of Law
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
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 19.4 14.5 11 10.7 8.8 7.8 7.8 21.3 31.7 0 20 40 Vulnerability irrespective of the reason for feeling vulnerable affects consumer conditions
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
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
Consumers in the Digital Single Market 50 45 40 35 30 25 20 15 10 5 0 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 0.6 10.1 6.2 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
Digital Single Market supply perspective 70 60 50 0.8 Retailers being confident to sell online 40 58 30 0.7 1.7* 20 30 27.2 10 0 Total yes Yes, only domestically Yes, both domestically and crossborder (EU) 0.2 0.8 Yes, only crossborder (EU) Retailers are slower to respond to consumers' increased interest
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 39.7 39.6 38.1 37.4 37.2 36.2 34.6 31.2 29.2 4.8* 4.1* 2.7* 4.9* 5.5* 3.7* 4.0* 2.7* 1.9 Extra costs arising from language differences 26.0 2.0* 0.0 20.0 40.0
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