Retailers' attitudes towards cross-border trade and consumer

The use of telesales/call centre sales across the EU also varies widely. .... definition, a cross-border sale is a sale by phone, post or e-commerce or by a home ...
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Flash Eurobarometer 359

RETAILERS’ ATTITUDES TOWARDS CROSSBORDER TRADE AND CONSUMER PROTECTION

REPORT

Fieldwork: September - October 2012 Publication: June 2013

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 359 - TNS Political & Social

Flash Eurobarometer 359

Retailers’ 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)

FLASH EB 359

“Retailers’ attitudes towards cross-border trade and consumer protection”

TABLE OF CONTENTS INTRODUCTION .................................................................................................. 3 MAIN FINDINGS ................................................................................................. 5 I.

CHARACTERISTICS OF THE RETAILERS SURVEYED ....................................... 9 1.

Number and type of retail channels used .................................................. 9

2.

Selling in different languages .................................................................. 18

II. CROSS-BORDER TRADE IN THE INTERNAL MARKET .................................... 21 1.

Current level of cross-border sales .......................................................... 21

2.

Obstacles to the development of cross-border sales ............................... 26

3.

Plans to sell cross-border in the next year .............................................. 49

III. INFORMATION AND AWARENESS OF LEGAL OBLIGATIONS TOWARDS CONSUMERS ..................................................................................................... 54 1.

Specific knowledge of consumer legislation ............................................ 54 1.1.

Period for return of defective products ............................................. 54

1.2.

Prohibited commercial practices ....................................................... 58

2. Finding information about consumer legislation in their own country and in another EU country........................................................................................ 77 IV. 1.

COMPLIANCE WITH CONSUMER AND PRODUCT SAFETY LEGISLATION .... 81 Incidence of non-compliance .................................................................. 81 1.1.

Compliance with consumer legislation .............................................. 81

1.2.

Fraudulent advertisements or offers ................................................. 83

1.3.

Misleading or deceptive advertisements or offers ............................. 85

2.

Trust in environmental claims ................................................................. 88

3.

Perceptions of product and food safety ................................................... 90

4.

Enforcement and market surveillance ..................................................... 95 4.1. Enforcement and market surveillance in the field of consumer legislation .................................................................................................. 95 4.2.

Enforcement and market surveillance in the field of product safety .. 98

5. Perceived compliance monitor