The European Commission has today published the results of the Eurobarometer 252 on consumer protection in the Internal Market. Over the last few years cross-border shopping has increased in the EU. 26% of EU citizens (EU 25) have made at least one cross-border purchase in the last 12 months, compared to 12% in 2003 (EU15). Most cross-border purchases take place when consumers are on holidays or business trips, 19%. E-commerce is becoming a more popular sales channel – in the last 12 months, 27% of citizens made an e-commerce purchase and 50% of those with internet access at home did so. But this online confidence has not yet developed on a cross-border basis. Only 6% of EU citizens made a cross-border online purchase, and only 12% of those who had an internet connection at home. A majority of Europeans are less confident purchasing from providers based in other European Union countries.
Markos Kyprianou, Commissioner for Health and Consumer Protection, said: "The growth in cross-border shopping shows that the Commission's vision of a borderless retail market is beginning to take shape. But we still have some way to go before the real potential of the retail Internal Market is unlocked for consumers and businesses. Consumers appear to be more confident shopping online but not yet from websites in other Member States. We have more to do to boost consumer confidence but also to help businesses overcome obstacles to market and sell their products cross-border."
Consumer protection and confidence
The Eurobarometer survey was carried out in February and March 2006, with around 25.000 respondents across the EU.
42% of consumers believe that their rights are best protected through clear and transparent pricing, while 35% think they are best protected through their right to return products within the cooling-off period. One in three consumers declared that they are best protected through their right to replace products or cancel contracts when these do not conform to the original agreement with the seller, 34%.
Around two-thirds of EU citizens consider that there are more risks or difficulties if they buy goods and services from suppliers in other EU member states with regard to: resolving complaints, returning goods, falling victim of fraud, and having delivery problems.
The survey showed that 71% of Europeans think it is harder to resolve complaints when buying from another EU country. 68% fear there is more risk of falling victim to a fraud or scam when buying from abroad, and 45% feel less confident buying goods or services over the internet from another Member State than their own. Clearly there is some way to go before consumers feel as confident in making an EU cross-border transaction as a domestic one. There is plenty to be done both towards increasing consumer confidence and making it easier for businesses to reach consumers throughout the EU.
The Eurobarometer 252 is available at:
http://ec.europa.eu/consumers/topics/facts_en.htm
or http://ec.europa.eu/public_opinion/index_en.htm
For further information on EU consumer protection policy:
http://ec.europa.eu/consumers/index_en.htm
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