Special Eurobarometer 395

Special Eurobarometer 395

EUROPEAN SMALL CLAIMS PROCEDURE

REPORT

Fieldwork: November - December 2012

Publication: April 2013

This survey has been requested by the European Commission, Directorate-General Justice and co-ordinated by Directorate-General for Communication.

http://ec.europa.eu/public_opinion/index_en.htm

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.

Special Eurobarometer 395 / Wave EB78.2 – TNS Opinion & Social

Special Eurobarometer 395

European Small Claims Procedure

Conducted by TNS Opinion & Social at the request of

Directorate-General Justice

Survey co-ordinated by Directorate-General for Communication

FLASH EUROBAROMETER 395 “European Small Claims Procedure”

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TABLE OF CONTENTS

INTRODUCTION .................................................................................................. 4

MAIN FINDINGS ................................................................................................. 7

1. SHOPPING HABITS OF EU CITIZEN ......................................................... 10

1.1 Online shopping habits: Number of respondents buying products or

services on the internet ................................................................................. 10

1.2 Offline shopping habits: Number of respondents buying products or

services in other EU countries ........................................................................ 15

1.3 Cross-border shopping habits ................................................................ 20

2. DETRIMENT AND REDRESS ..................................................................... 22

2.1 Incidence and magnitude of consumer detriment ................................. 22

2.1.1 proportion of consumers encountering problems .............................. 22

2.1.2 actions taken when encountered a problem...................................... 25

2.2 Amounts related to the problems encountered ...................................... 27

2.3 Information in case of dispute/disagreement when shopping abroad ... 30

2.4 Implementation of judgements ............................................................. 35

2.5 Willingness to take action over a disagreement or dispute for under

2.000 Euros .................................................................................................... 37

2.5.1 Willingness to go to court in home country ....................................... 37

2.5.2 Willingness to go to court in another EU country .............................. 40

2.6 Financial threshold for involving Court .................................................. 44

2.7 Financial threshold for small claims ...................................................... 49

3. POSSIBLE WAYS TO ENCOURAGE GOING TO COURT ............................... 50

3.1 Free legal assistance ............................................................................. 50

3.2 Possible ways to encourage going to court in the home country ........... 54

3.3 Possible ways to encourage going to court in another EU Member State

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4. AWARENESS OF A SIMPLIFIED PROCEDURE FOR SMALL CLAIMS ........... 64

4.1 Awareness of a simplified procedure for small claims in the country .... 64

4.2 Awareness of the European Small Claims Procedure ............................ 68

4.3 Information sources about the European Small Claim Procedure .......... 72

FLASH EUROBAROMETER 395 “European Small Claims Procedure”

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5. EXPERIENCE WITH THE EUROPEAN SMALL CLAIMS PROCEDURE ............ 74

5.1 Satisfaction with the European Small Claims Procedure ........................ 74

5.2 Knowledge of the court about the European Small Claims Procedure .... 75

5.3 Difficulties with filling in the application form using the European Small

Claims Procedure ........................................................................................... 76

5.4 Need of assistance when using the European Small Claims Procedure .. 77

5.5 Proportion of respondents using legal assistance ................................. 78

5.6 Reasons for not using the European Small Claims Procedure ................ 79

CONCLUSIONS .................................................................................................. 82

ANNEXES

Technical specifications Questionnaire Tables

SPECIAL EUROBAROMETER 395 “European Small Claims Procedure”

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INTRODUCTION

The European Small Claims Procedure (which is applied from 1 January 2009) is designed to provide a relatively fast and inexpensive way for Europeans to settle cross border disputes, where the value of a claim does not exceed 2000 euros. The small claims judgement is made in the consumer's country of residence and is enforceable in the country of the losing party.

A recent European Consumers Centres Network (ECC-Net) report on the procedure raised several concerns including a lack of awareness of the procedure among judges, the costs of the procedure (particularly the cost of the translation of documents), a lack of statistics on the usage of the procedure and a perception among ECC-Net members that consumers were not aware of the procedure.1

Substantial number of EU citizens take advantage of the single market and make purchases from other Member State, so it is important to secure their rights in cross-border transactions. Awarness of existence of such remedy may be convincing for those who still hesitate to make full use of the possibilities offered by single market. It is therefore important to find out how aware the European Public is of the European Small Claims procedure and what factors encourage its use.

This Special Eurobarometer looks at:

The shopping habits of citizens domestically and in other EU Member States;

Citizens' experiences of problems with businesses and the actions they take in response to such problems;

The factors and abilities that would encourage Europeans to take businesses to court both in their country and in other Member States;

Citizens’ awareness of domestic small claims procedures and the European Small Claims Procedure;

Experiences using the European Small Claims Procedure among those who have used it.

The results have been analysed at the overall level, including trend data where available. In addition, the results are analysed at the Member State level and among several socio-demographic groupings.

The survey on the European Small Claims Procedure was carried out by TNS Opinion & Social network in all the European Union Member States (with the exception of Denmark) and Croatia between the 17th of November and the 2nd of December 2012. Exactly 26,711 respondents from different social and demographic groups were interviewed face-to-face at home on behalf of DG Justice. The methodology used is that of Eurobarometer

1 See http://ec.europa.eu/consumers/ecc/docs/small_claims_210992012_en.pdf


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surveys as carried out by the Directorate-General for Communication (“Research and Speechwriting” Unit)2..

A technical note on the manner in which interviews were conducted by the Institutes within the TNS Opinion & Social network is appended as an annex to this report. Also included are the interview methods and confidence intervals3.

In this report, we will start each chapter by discussing the total results (based on all respondents in the 26 Member States that are part of the survey). The results are weighted according to the population of each country. Some of the results have also been compared with previous waves of Eurobarometer surveys conducted in 2010 and 2008. Where appropriate a range of socio-demographic variables – respondents’ age, terminal education age, occupation etc - have been used to provide further analysis.

**********

The Eurobarometer website can be consulted at the following address:

http://ec.europa.eu/public_opinion/index_en.htm

2 http://ec.europa.eu/public_opinion/index_en.htm

3 The results tables are included in the annex. It should be noted that the total of the percentages in the tables of this report may exceed 100% when the respondent has the possibility of giving several answers to the question.


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Note: In this report, countries are referred to by their official abbreviation. The abbreviations used in this report correspond to:

ABBREVIATIONS BE Belgium LU Luxembourg CZ Czech Republic HU Hungary BG Bulgaria MT Malta DE Germany NL The Netherlands EE Estonia AT Austria EL Greece PL Poland ES Spain PT Portugal FR France RO Romania IE Ireland SI Slovenia IT Italy SK Slovakia CY Republic of Cyprus* FI Finland LT Lithuania SE Sweden LV Latvia UK The United Kingdom HR Croatia

Total European Union Member States (except Denmark) and Croatia

* Cyprus as a whole is one of the 27 European Union Member States. However, the ‘acquis communautaire’ has been suspended in the part of the country which is not controlled by the government of the Republic of Cyprus. For practical reasons, only the interviews carried out in the part of the country controlled by the government of the Republic of Cyprus are included in the ‘CY’ category and in the EU27 average.

* * * * *

We wish to thank all the people interviewed throughout Europe who took the time to participate in this survey.

Without their active participation, this survey would not have been possible.


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MAIN FINDINGS

Compared with the previous Eurobarometer survey in 2010, there has been a significant overall increase in the proportion of respondents who have shopped online in the last 12 months (+5).

More respondents purchase goods or services from sellers based in other EU countries than they did two years ago (+4).

Respondents with more years of education are more likely to have made a purchase on the Internet in the last 12 months. Just 11% of citizens who finished education aged 15 or less have made a purchase online in the last 12 months compared with 60% of those who finished education aged 20 or older.

In total, one in five respondents said that they have purchased goods or services whilst on a holiday or business trip in another EU Member State, excluding the travel purchases related to the trip (19%). Slightly fewer respondents report having made a trip to another EU Member State primarily to purchase goods or services (14%). Making a trip to another EU Member State to purchase goods or services is most common in Austria (44%), Slovakia (39%) and Luxembourg (38%). Citizens are least likely to do this in Greece (4%), Bulgaria (7%) and Cyprus (7%).

Regarding cross-border transactions, three in ten respondents purchase offline and online goods from businesses based in other Member States (30%). Citizens from Luxembourg (71%), Sweden (66%) and Austria (59%) are most likely to make purchases good or services from other EU Member States. Citizens from Greece (10%), Bulgaria (11%) and Portugal (12%) are least likely to buy goods and services from other Member States.

One in ten respondents reported encountering a problem for which they had legitimate cause for complaint with a good, a service, a retailer, or a business transaction partner in the last 12 months (11%).

The proportion of respondents who have encountered problems has fallen by 9 percentage points since spring 2010. The largest decreases were in the Netherlands (-16) and the United Kingdom (-12).

Online shoppers (19%) are far more likely than offline shoppers (6%) to have encountered problems with businesses in the last year.

Four out of ten respondents who encountered a problem made a complaint to the business (43%), but just one in twenty respondents took the business to court (4%).

Most respondents who had encountered a problem in the previous 12 months did not have a disagreement or dispute worth 2000 euros or more (71%).


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Lawyers are respondents' preferred source of advice if they encounter a problem with a business (41%), followed by advice bodies or consumer organisations (36%) and friendly, family and colleagues (22%). Citizens are most likely to consult a lawyer for advice in Greece (57%), Romania (56%) and Germany (54%).

97% of citizens who took a business to court and won their case have had the judgment successfully implemented.

Three in ten citizens aged 15-24 would rely on friends, family or colleagues in a dispute with a business (30%) compared with just one in five of those aged 40-54 (19%).

Citizens are somewhat less willing to go to court in their country for claims worth less than 2,000 euros with a business located in another Member State compared with a business located in their country (36% versus 54%).

Respondents are even less willing to go to court in another Member State over a disagreement of under 2,000 euros with a business located in another Member State (30%). Citizens from Poland (44%) are most willing to go to court in another Member State while citizens in Malta (14%) are the least willing to do so.

On average, respondents said that their claim would need to be at least 786 euros before they would be willing to go to court in another EU Member State over a dispute with a business located there.

27% of respondents think that a small claim should be worth a maximum of 1,000 euros, with an additional 24% of respondents saying 2,000 euros should be the maximum amount.

A number of different factors would encourage respondents to go to court either in their own country or in other Member States against a business in another Member State.

Free legal assistance would make two-thirds of Europeans more likely to go to court over a small claim (64%).

Respondents would be most encouraged to go to court in their country by the following factors: the ability to carry out the proceedings only in writing, without physically going to court (37%), followed by the ability to carry out proceedings without the necessity of instructing a lawyer (31%) and carry out the proceedings online (20%).

These additional factors would not make as many respondents willing to go to court in another EU Member State. The ability to carry out the proceedings only in writing, without physically going to court, would make around a third of Europeans more likely to go to court in another Member State (33%). The ability to carry out proceedings without the necessity of instructing a lawyer would encourage a quarter of Europeans to go to court in another Member State (26%).


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Slightly more than one in five interviewees have heard of a simplified procedure for small claims in their country (22%) and a significant minority have heard of the European Small Claims Procedure (12%).

Citizens have the most knowledge of small claims procedures in their own country in Estonia and Ireland (both 49%) and citizens are least aware of the domestic procedures in Romania (5%) and Greece (6%).

Knowledge of the European Small Claims Procedure is highest in Ireland (31%) and lowest in Finland (5%) and Romania (5%).

Citizens who shop across borders are eight percentage points more likely to have heard of the European Small Claims Procedure.

One percent of citizens have used the European Small Claims Procedure.

Respondents who have the used the European Small Claims Procedure are generally satisfied with the experience.

67% of respondents who had used the European Small Claims Procedure were satisfied with it compared with just 13% who were dissatisfied.

More than six out of ten respondents who had used the procedure said that they thought the court was knowledgeable about the procedure (63%).

Two thirds of people who have used the European Small Claims Procedure think that the application form is easy to fill in (62%).

Slightly more respondents used the European Small Claims Procedure without legal assistance than with legal representation (38% and 33%, respectively).

By far the most common reason respondents gave for not using the European Small Claims Procedure was that they never needed it (77%).

Respondents in Bulgaria (13%), Austria (11%) and Slovakia (11%) were most likely to say that they had not used the European Small Claims Procedure because the procedure seemed too complicated.

Nearly a quarter of citizens in Bulgaria have not used the European Small Claims Procedure because they believed they were unlikely to get a satisfactory result from using it (24%).


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1. SHOPPING HABITS OF EU CITIZEN

This chapter looks at the online and offline shopping habits of respondents and also at how often they make purchases from other EU Member States.

1.1 Online shopping habits: Number of respondents buying products or

services on the internet

- More respondents are shopping online than in 2010 (+5) -

Respondents were asked whether they had bought goods or services over the Internet in the last 12 months and where the seller had been based.4

Base: All respondents in 26 MS (n=25,711)

Four in ten citizens have bought or ordered goods or services over the Internet in the last 12 months for private purposes (40%). Approximately one third of citizens bought or ordered goods or services from sellers based in their own country (34%) and around one in ten citizens ordered or bought goods or services from sellers based in other EU countries (11%) and from the rest of the world (7%).

4 QB1: 'In the last 12 months did you buy or order any goods or services over the Internet for private purposes from…' Possible answers: sellers based in (OUR COUNTRY); sellers based in other EU countries; sellers based in the rest of the world; did not make any purchases on the Internet; country of origin of sellers not known (SPONTANEOUS);Don't know. (MULTIPLE ANSWERS POSSIBLE)


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Compared with the previous Eurobarometer survey in 2010, there has been a significant overall increase in the proportion of Europeans who have shopped online in the last 12 months (+5). More Europeans purchase goods or services from sellers based in other EU countries than they did two years ago (+4).

Base: All respondents in 26 MS (n=25,711; HR n=1,000)

Respondents from the Netherlands (66%), Sweden (66%) and the United Kingdom (57%) were most likely to have ordered goods or services over the Internet from sellers based in their country. Respondents were least likely to have done so in Portugal (4%), Cyprus (5%), Greece (8%) and Portugal (8%). Croatian respondents were also unlikely to report having made purchases over the Internet from sellers based in their country (8%).


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Respondents from Luxembourg (46%), Malta (35%) and Ireland (31%) were most likely to report having bought products online from sellers based in other EU countries. Respondents from Romania (2%), Portugal (3%) and Bulgaria (3%) are less likely than other Europeans to have reported making these purchases.

Respondents in Malta (23%), Sweden (19%) and the Netherlands (15%) were most likely to have made online purchases from sellers based in the rest of the world. Very few respondents in Bulgaria (1%), Greece (2%), Poland (2%), Portugal (2%), Romania (2%) and Slovakia (2%) have made online purchases from sellers based in the rest of the world.

Citizens from Luxembourg (46%), Malta (35%) and Ireland (31%) are most likely to make online purchases from other Member States compared with other Europeans. Citizens from Romania (2%), Bulgaria (3%) and Portugal (3%) are the least likely citizens to buy online from other Member States.


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Online shopping is most common in Sweden (76%), the Netherlands (72%) and the United Kingdom (63%). Conversely, the proportion of online shoppers is lowest in Portugal (8%), Bulgaria (11%), Greece (11%) and Romania (11%).

In 2012 there were large increases over 2010 in the proportion of citizens who shopped online in the last 12 months in Lithuania (+13), the United Kingdom (+11) and Sweden (+10). By contrast, there were small falls in online shopping in Finland (-5), Spain (-1) and Portugal (-1).

Across European countries, the largest increases since 2010 in citizens purchasing online goods or services can be found in Sweden (+10), Belgium (+9) and Finland (+9). No country's citizens made fewer online purchases in 2012 than in 2010.


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Socio-demographic analysis


Men are slightly more likely to purchase goods or services on the Internet compared with women (42% to 37%).

Age is also significantly related to making online purchases, with younger citizens more likely to shop online. Online purchases are common among those in the 15-24, 25-39 and 40-54 age categories (52%, 54% and 44%, respectively) but much less common in the 55 and over age range (21%).

EU citizens with more years of education are more likely to have made a purchase on the Internet in the last 12 months. Just 11% of citizens who finished education aged 15 or less have made a purchase online in the last 12 months compared with 60% of those who finished education aged 20 or older.


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1.2 Offline shopping habits: Number of respondents buying products

or services in other EU countries

- Around one in five respondents has made recent purchases while in another EU Member State on a holiday or business trip -

Respondents were asked whether they had purchased goods or services, whilst on holiday on a business trip in another EU Member State and whether they had made a trip to another EU Member State, primarily for the purpose of purchasing goods or services.5


In total, one in five respondents said that they have purchased goods or services whilst on a holiday or business trip in another EU Member State, excluding the travel purchases related to the trip (19%). Slightly fewer respondents report having made a trip to another EU Member State primarily to purchase goods or services (14%).

The proportion of citizens who have purchased goods or services in another EU Member State in either of these ways increased by 2 and 5 percentage points for both scenarious respectively since 2008.

5 QB2: 'In the last 12 months, have you…? 1) Made a trip to another EU Member State, primarily for purchasing goods or services (trip made for this purpose, for purchasing clothes, electronics, etc.) 2) Purchased goods or services, whilst on holiday or on a business trip in another EU Member State (excluding purchases linked to the trip such as travel, accommodation, leisure activities, meals).' Possible answers: yes several times; yes but only once or twice; no; don't know.


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Making a trip to another EU Member State to purchase goods or services is most common among citizens of Austria (44%), Slovakia (39%) and Luxembourg (38%). Citizens are least likely to do this in Greece (4%), Bulgaria (7%) and Cyprus (7%).

These regional shopping trips have increased since 2008 among Slovakians (+19), Austrians (+14) and Belgians (+13). By contrast, they have fallen slightly among Luxembourgers (-4) and Swedes (-2).


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Making holiday and business related purchases in other EU Member States is most common among citizens of Luxembourg (50%), Sweden (49%) and Austria (45%). Citizens of Greece (5%), Portugal (6%) and Bulgaria (8%) are much less likely to have made these type of purchases.

The largest increases in citizens making holiday and business related purchases in other EU Member States are among people from Slovakia (+21), Luxembourg (+14), Austria (+10) and Malta (+10). However there has been a small fall in such purchases among citizens from the United Kingdom (-4).


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Offline shopping in another EU Member State


Shopping offline (either in making non-holiday related purchases or travelling for the purpose of shopping) in another Member State is most prevalent in Luxembourg (61%), Austria (56%) and Sweden (53%) and least prevalent in Greece (6%), Bulgaria (9%) and Portugal (10%). Croatians buy products offline in EU Member States around as commonly as the total average (22% compared with 24%).

Compared with 2008, citizens from Slovakia (+20), Belgium (+11) and Austria (+10) were more likely to make offline purchases in other European Member States. Conversely, citizens from the Czech Republic (-7), the United Kingdom (-4) and Sweden (-2) made fewer offline purchases in other EU Member States.6

6 Croatia was not included in the previous study and therefore there is no evolution available.


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Male respondents were somewhat more likely than female respondents to report that they have purchased goods or services while in another country in the last 12 months (26% and 22%, respectively);

Shopping while in another country is more common among younger EU citizens. Those aged 15-24 are almost twice as likely as those aged 55+ to have shopped while in another country (31% versus 16%);

Respondents who finished education aged 20 or older were more than three times as likely to have made purchases while in another country compared to those who left education aged 15 or younger (35% versus 10%);

Those who almost never have difficulties paying bills are twice as likely to have made purchases while in another country compared to those who have difficulties paying bills most of the time (28% and 14%, respectively).


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1.3 Cross-border shopping habits

Base: All respondents (25,711)

In total, three in ten respondents purchase offline and online goods from businesses based in other countries (30%)7. Among all interviewees, citizens from Luxembourg (71%), Sweden (66%) and Austria (59%) are most likely to make purchases good or services from other countries. Citizens from Greece (10%), Bulgaria (11%) and Portugal (12%) are least likely to buy goods and services from other countries.



Three in ten respondents purchase offline and online goods from businesses based in other Member States (30%). Among all interviewees, citizens from Luxembourg (71%), Sweden (66%) and Austria (59%) are most likely to make purchases good or services from other EU Member States. Citizens from Greece (10%), Bulgaria (11%) and Portugal (12%) are least likely to buy goods and services from other Member States.

7 This represents the proportion of respondents who purchased either online either offline in another country (QB1 and QB2)

Cross-border shopping in the EU


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Men are significantly more likely than women to have bought goods or services from other countries in the past 12 months (33% and 28%, respectively).

Older citizens are considerably less likely to have made purchases from another country, with 15-24 years old being nearly twice as likely as citizens aged 55 or older to have made these purchases (38% and 19%, respectively).

Slightly more than one in ten respondents who finished education aged 15 or less had bought products or services from another country (12%). Fewer than half of those who finished education aged 20 or older bought goods or services from another country (46%).

Finally, only one in five respondents who have difficulties paying bills most of the time made purchases from another country (19%) compared to a third of those who almost never have these financial difficulties (35%).


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2. DETRIMENT AND REDRESS

This chapter looks at the experiences of consumers who have legitimate complaints with business transaction partners. It examines the actions consumers either have or would take in response to such problems.

2.1 Incidence and magnitude of consumer detriment

2.1.1 Proportion of consumers encountering problems

- In 2012, significantly fewer respondents encountered problems for which they had a legitimate cause for complaint when dealing with a business compared

with 2010 -

Respondents were asked if they had encountered problems for which they felt they had legitimate cause for complaint with a good, a service, a retailer, a provider or a business transaction partner in the last 12 months.8


8 QB3: 'In the last 12 months, have you encountered any problems for which you felt you had legitimate cause for complaint with a good, a service, a retailer, a provider or a business transaction partner?' Possible answers: yes; no; don't know.


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More than one in ten respondents reported encountering a problem for which they had legitimate cause for complaint with a good, a service, a retailer, or a business transaction partner in the last 12 months (11%). This proportion has fallen by 9 percentage points since spring 2010.


Respondents from Sweden (25%), the Netherlands (22%), Estonia (18%) and Finland (18%) were most likely to report having a legitimate complaint with a good, a service, a retailer, a provider or a business transaction partner in the past 12 months. Citizens from Portugal (3%), Romania (3%), Greece (5%) and Italy (5%) were least likely to have experienced such problems.


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Compared with 2010, most countries experienced a fall in these complaints with the exceptions of Lithuania (+13) and Estonia (+3). The largest falls were in the Netherlands (-16), the United Kingdom (-12) and France (-11)9.



Respondents over 55 were least likely to have encountered problems for which they felt they had a legitimate cause for complaint with a good, a service, a retailer, a provider or a business transaction partner (8%).

Respondents who finished education at a later age were more likely to have encountered these kinds of problems (16%). Respondents who finished education aged 15 or under were less likely to have experienced these problems compared with those who finished education aged between 16 and 19 years (6% versus 10%).

Respondents who shop across borders are much more likely to have encountered problems where they felt they had a legitimate cause for complaint (18%) compared with those who do not shop across borders (8%).

Nearly one in five citizens who shop online have encountered problems for which they felt they had a legitimate cause for complaint (19%) compared to just one in twenty of those who do not shop online (6%).

9 Croatia was not included in the previous study and therefore there is no evolution available.


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2.1.2 Actions taken when encountered a problem

Respondents who had encountered a problem with a business transaction partner were asked what actions they took in response to it.10

Base: All respondents in 26 MS that have encountered a problem (n=2,806)

Among those who experienced a problem, four out of ten made a complaint to the retailer/provider/business transaction partner (43%) and slightly fewer negotiated with the retailer/provider/business transaction partner by themselves (37%). Only one in twenty negotiated with the assistance of a consumer organisation or a professional association (6%), took the business concerned to court (4%) or took the business concerned to an out-of-court dispute settlement body (ADR) (4%). One in five citizens did not do anything after they encountered problems (20%).

10 QB4: 'As a consequence of the problem(s) you encountered, did you take any of the following actions?' Possible answers: yes, you took the business(es) concerned to an out-of-court dispute settlement body (ADR); yes, you took the business(es) concerned to court; yes, you made a complaint to the retailer/ provider/ business transaction partner; yes, you negotiated with the retailer/ provider/ business transaction partner by yourself; yes, you negotiated with the retailer/ provider/ business transaction partner with the assistance of a consumer organisation or a professional association; no, you did not do anything; don't know. (MULTIPLE ANSWERS POSSIBLE)


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In terms of education levels, respondents who were still studying were the group most likely to not do anything after they encountered a problem (30%), while respondents who finished education aged 15 or younger were the most likely group to take the business concerned to court (6%). Respondents who finished education aged 20 or older were the group most likely to take the business concerned to an out-of-court dispute settlement body (5%);

Online shoppers are more likely to take action in response to a problem with a business transaction partner compared with citizens who do not shop online (82% and 73%, respectively). If they encounter a problem, online shoppers are also more likely to make a direct complaint to the retailer/provider or business transaction partner (46% compared with 37% among those who do not shop online);

Citizens who are willing to go court over a claim of less than 2,000 euros are much more likely to take some action in response to the problems they encounter (82% versus 73%). They are also six times more likely to take the business concerned to court (6% versus 1%).


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2.2 Amounts related to the problems encountered

- 71% of respondents who have encountered problems with businesses did not have any claims above 2,000 euros -

Respondents who had experienced problems with businesses in the last 12 months were asked how many of these problems were worth under 2,000 euros and how many were over 2,000 euros or more.11


Over half of respondents who had encountered a problem in the last 12 months had encountered one problem with a claim of under 2,000 euros (54%). Around one in ten had encountered two problems of this size (13%) or three or more problems of this size (11%). 12% of respondents had not encountered a problem with a claim valued less than 2,000 euros.

Among those who encountered problems, seven out of ten did not have any claims of 2,000 euros or more (71%). 15% encountered one problem with a claim of 2,000 euros or more, 3% encountered two problems with a claim of 2,000 euros or more and just 1% encountered three or more problems of this size.

11 QB7a: 'Thinking about any problem you have encountered in the last 12 months, how many were under 2000 euros?' (respondents were asked to give one number in response)

QB7b: 'Thinking about any problems you’ve encountered in the last 12 months, how many were 2000 euros or more?' (respondents were asked to give one number in response)


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Base: All respondents in 26 MS that have encountered a problem (n=2,806, HR n=188)12

Looking at the financial size of complaints against business transaction partners in different EU countries, respondents from the Czech Republic (60%), Romania (35%) and Italy (24%) were most likely to say that none of their complaints was for a claim of under 2,000. Respondents from Spain (4%), Greece (4%) and Malta (5%) were least likely to say that none of their problems were for a claim of under 2,000 euros.

12 Since this question is filtered, please take these result with caution for Romania (n=35), Portugal (n=30) and Italy (n=45) where the base was less than 50 respondents.


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Base: All respondents in 26 MS that have encountered a problem (n=2,806, HR n=188)13

Respondents from the Czech Republic (92%), Slovakia (90%) and Lithuania (87%) were most likely to say that none of their problems with business transaction partners were for claims of 2,000 euros or above. The lowest proportion of respondents who said that none of their problems were for claims valued at above 2,000 euros were in Poland (34%), Romania (59%) and Germany (62%).14

13 Since this question is filtered, please take these result with caution for Romania (n=35), Portugal (n=30) and Italy (n=45) where the base was less than 50 respondents.

14 These figures should be interpreted cautiously as Poland and Romania have the highest rates of combined "don't know" and "refused" responses (26% and 36%, respectively).


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2.3 Information in case of dispute/disagreement when shopping

abroad

- Lawyers are respondents' preferred source of advice on resolving disagreements with businesses –

Respondents were asked where they would go for advice or information if they were to have a disagreement with a retailer, provider or business.15


The most common sources of advice Europeans would consult if they had a disagreement with a business located in another EU Member State are lawyers or legal advice offices (41%), followed by advice bodies or consumer organisations (36%). Slightly fewer than one in five respondents would consult national or local authorities (18%) or Internet sites (18%). One in ten respondents would consult European Commission webpages (11%).

15 QB24: 'If you were to have a disagreement/ dispute with a retailer, provider or business transaction partner (for example in relation to payment, quality of goods or services provided) located in another EU Member State where would you go for advice or information?' Possible answers: a lawyer/ office giving legal advice; advice bodies, consumer organisations; national or local authorities ; European Commission webpages (for example "Your Europe Advice"); Internet sites, blogs, social networks; Friends/ family/ colleagues; other (SPONTANEOUS); none (SPONTANEOUS); don't know. (MULTIPLE ANSWERS POSSIBLE)


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Lawyers were the most popular source of advice on business transaction problems in fourteen Member States, and advice bodies/consumer organisations were the most popular sources of advice in nine Member States. Friends and family were the most popular sources of advice in Slovakia (38%), national or local authorities were the most popular of all options in Portugal (33%), and Internet sites, blogs and social networks were the most popular of all options in the United Kingdom (33%).


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Across all EU countries, the highest proportion of citizens who would prefer to seek advice from a lawyer when they encounter business transaction problems are in Greece (57%), Romania (56%) and Germany (54%). The lowest proportion of citizens who would prefer to seek advice from a lawyer are in Finland (24%), the United Kingdom (24%), Ireland (29%) and Portugal (29%).

Citizens in Sweden (61%), Austria (59%) and Finland (53%) are the most likely of all Europeans to seek information from advice bodies and consumer organisations if they encountered a problem with a business transaction. Citizens in Romania (21%), Lithuania (25%), Poland (25%) and Portugal (25%) are the least likely of all Europeans to go to these types of organisations for advice.

Citizens from Slovenia (38%), Slovakia (38%) and Austria (34%) are the Europeans who are most likely to consult friends, family and colleagues for advice on business transaction problems. EU Citizens in Malta (10%), Italy (10%) and Romania (13%) are the least likely to do so.

Citizens in Finland (39%), Portugal (33%) and Austria (32%) are more likely than other Europeans to consult national or local authorities when they encounter business transaction problems. Citizens are least likely to consult these sources in Slovenia (8%), Ireland (10%), Latvia (12%), the Netherlands (12%) and the United Kingdom (12%). Croatia is even less likely to consult these sources with only 7% of respondents responding positive.

Across European countries, advice on business transaction problems is sought most often on Internet sites, blogs and social networks in the United Kingdom (33%), Sweden (32%) and France (25%). These sources are used least in Portugal (5%), Romania (5%), Spain (9%), Italy (9%), Cyprus (9%) and Hungary (9%).

Europeans would be most likely to consult the European Commission webpages for advice in Sweden (26%), the Netherlands (22%) and Slovakia (20%) and least likely to do so in Spain (5%), Romania (5%), Italy (6%) and Portugal (6%).


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Three in ten citizens aged 15-24 would seek advice from friends, family or colleagues in a dispute with a business (30%) compared with just one in five of those aged 40-54 (19%). Younger citizens are also more likely to rely on Internet sites, blogs and social networks for advice with such problems. 29% of 15-24 year olds would use these sources for advice compared with 19% of 40-54 year olds and just 6% of those aged 55 or older;

Respondents who finished education aged 15 or younger were less likely than the average to have said they would consult a lawyer in a dispute with a business (36%). Respondents who finished education aged 20 or older were twice as likely as those who finished education aged 16-19 to have said that they would consult the European Commission webpages for advice (18% versus 9%). Respondents who finished education aged 20 or older were also six times more likely than those who left education aged 15 or younger to report using these sources for advice (18% versus 3%);


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Citizens who shop across borders are more likely to go to advice bodies or consumers organisations for advice than citizens who only shop domestically (41% and 34%, respectively). They are also much more likely to seek advice from the European commission webpages (18% versus 8%);

42% of online shoppers would go to advice bodies or consumer organisations if they have a dispute with a business compared with 34% of those who do not shop online. However there was no difference between these two groups in willingness to consult national or local authorities (both 18%);

Respondents who had a legitimate cause for complaint with a business transaction partner in the past 12 months were 9 percentage points more likely to go to advice bodies or consumer organisations for advice than respondents who had not had such a complaint (45% and 36%, respectively).

Citizens who are willing to go to court for less than 2,000 euros are much more likely to consult a lawyer if they have a disagreement or dispute with a business (49% versus 31% of respondents who would not go to court for less than 2,000 euros). They are also more likely to go to advice bodies (42% versus 29%). However, citizens who are willing to go to court are no more likely to consult friends, family or colleagues than those who are not willing to go to court for less than 2,000 euros (both 22%).


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2.4 Implementation of judgements

- 97% of EU citizens who had received a court ruling in their favour have had the ruling successfully implemented -

Respondents who had previously taken a business to court were asked about the outcome of the court case.16

Base: All respondents in 26 MS that took the business(es) to court (n=115)

Among respondents who had previously taken a business to court, three in ten received a ruling in their favour (30%), one in five received a ruling against them (22%) and one in twenty received a compromise ruling (5%). However, in four out of ten instances, the case was still ongoing at the time of the 2012 Eurobarometer survey (42%).

16 QB5: 'Thinking about the last time you took a business to court, what was the outcome?' Possible answers: the court ruled in your favour; the court ruled against you; a compromise (SPONTANEOUS); the case is still on-going (SPONTANEOUS); don't know.


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Those respondents who said that the court ruled in their favour were asked whether the judgement was successfully implemented.17

Base: All respondents in 26 MS who said that the court ruled in their favour or

that it was a compromise (n=41)

In nearly all cases where a respondent received a positive judgement, the ruling was successfully implemented (97%). The other party paid voluntarily a quarter of the time (23%) and the judgement was successfully implemented in their country three-quarters of the time (74%).

17 QB6: ' You said that the last time you took a business to court, the decision was ruled in your favour. Was the judgement successfully implemented or not?' Possible answers: No, the judgement was not successfully implemented in (OUR COUNTRY); Yes, the other party paid voluntarily; Yes, the judgement was successfully implemented in (OUR COUNTRY); yes, the judgement was successfully implemented in another EU Member State; no, the judgement was not successfully implemented in another EU Member State; don't know.


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2.5 Willingness to take action over a disagreement or dispute for

under 2.000 Euros

- Of all Europeans, German and Swedish citizens are the most willing to go to court for claims of under 2000 euros -

This section looks at how willing Europeans are to go to court for claims of under 2000 euros against companies located in either their country or in other Member States. Respondents were asked both whether they would be willing to go to court in their country over a disagreement or dispute for under 2,000 euros with a retailer, provider or business transaction partner located in their country and whether they would be willing to go to court with any company located in another EU Member State.18 Respondents were also asked if they would be willing to go to court in another EU Member State over a disagreement or dispute for under 2,000 euros with a retailer, provider or business transaction partner.19

2.5.1 Willingness to go to court in home country


18 QB8: 'Would you be willing to go to court in (OUR COUNTRY) over a disagreement/ dispute for under 2000 euros with a retailer, provider or business transaction partner located…? 1) In (OUR COUNTRY); 2) In another EU Member State.' Possible answers: yes, definitely; yes, probably; no, probably not; no, definitely not; don't know.

19 QB9: 'And would you be willing to go to court in another EU Member State over a disagreement/dispute for under 2000 euros with a retailer, provider or business transaction partner?' Possible answers: yes, definitely; yes, probably; no, probably not; no, definitely not; don't know.


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Overall, Europeans are less willing to go to court in their own country over a disagreement for under 2,000 euros if the business is based in another EU Member State. Over half of respondents would be willing to go to court with a business located in their country over a dispute of less than 2,000 euros (54%). By contrast, only a third of respondents would be willing to go to court in their own country if the retailer, provider or business transaction partner were based in another EU Member State (36%).


Respondents were most willing to go to court in their country over a disagreement/dispute for under 2,000 euros with a retailer, provider or business transaction partner located in their country in Germany (68%), Sweden (64%) and Austria (62%). They were least willing to go to court in these circumstances in Bulgaria (31%), Cyprus (35%) and Greece (36%).


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Respondents in Germany (46%), Sweden (43%), Poland (41%), Austria (41%) and Ireland (41%) were most willing to go to court in their country over a disagreement/dispute for under 2,000 euros with a retailer, provider or business transaction partner located in another Member State. Conversely, respondents in Malta (18%), Bulgaria (19%) and Greece (22%) were the least willing to do so.

Respondents in Croatia were about as willing as the Total average to go to court in their country over a dispute with a company located in an EU Member State (37% compared with 36%).


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2.5.2 Willingness to go to court in another EU country


Most respondents would not be willing to go to court in another EU Member State over a disagreement or dispute for under 2,000 euros with a retailer, provider or business transaction partner, with three in ten respondents saying they would definitely not (30%) and a similar proportion saying they would probably not (29%). One in ten said that they would definitely go to court (11%) and one in five that they probably would (19%).


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Respondents from Poland (44%), Lithuania (37%) and Austria (36%) said they would have been most willing go to court in another Member State over a dispute for under 2,000 euros with a retailer, provider or business transaction partner. At the other end of the spectrum, respondents would have been the least willing to go to court in these circumstances in Malta (14%), Bulgaria (19%) and the Netherlands (20%). Croatians would have particularly been willing to go to court in an EU Member State over a dispute for under 2,000 euros with a retailer, provider or business transaction partner. 39% of Croatian respondents would have been willing to go to court under these circumstances, a higher proportion than any EU country other than Poland (44%).


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Citizens would have been most willing to go to court for claims worth less than 2,000 euros in Germany (70%), Sweden (65%) and Austria (64%) and least willing in Bulgaria (33%), Cyprus (37%) and Greece (39%).


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Of all age groups, respondents aged 55 or older were least willing to go to court over a claim worth less than 2,000 euros (46%). Respondents aged 25-39 were most willing to go to court for a claim of that size (62%);

Europeans who finished education aged 15 or younger are substantially less likely than those who finished education aged 20 or older to go to court over a claim worth less than 2,000 euros (44% and 62%, respectively);

EU citizens who shop across borders are 16 percentage points more likely to be willing to go to court over a claim worth less than 2,000 euros (67% versus 51% of citizens who only shop domestically);

Respondents who shop online are 20 percentage points more likely to be willing to go to court over a claim worth less than 2,000 euros (68% versus 48% of those who do not shop online);

Respondents who had a legitimate cause for complaint against a business in the previous 12 months were significantly more likely to be willing to go to court over a claim worth less than 2,000 euros compared with respondents who did not have a cause for complaint (64% and 55%, respectively).


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2.6 Financial threshold for involving Court

- Citizens would require a slightly larger disputed amount to go to court with a company based in another Member State compared with a company based in

their own country -

Respondents were asked what the minimum disputed amount with a business would have to be in order for them to be willing to go to court in their country over a disagreement or dispute with a retailer located either in their country or in another EU Member State.20 They were also asked what the minimum disputed amount would be for them to go to court in another EU Member State.21

Base: Respondents in 26 MS willing to go to court (filtered on Q8 and Q9: n=13717, n=9038 and n=7802 respectively)

20QB10a: 'What would be the minimum amount for which you would be willing to go to court in (OUR COUNTRY) over a disagreement/dispute with a retailer, provider or business transaction partner located in (OUR COUNTRY)?' (Respondents answer with a number)

QB10b: 'What would be the minimum amount for which you would be willing to go to court in (OUR COUNTRY) over a disagreement/dispute with a retailer, provider or business transaction partner located in another EU Member State?' (Respondents answer with a number)

21QB11: 'What would be the minimum amount for which you would be willing to go to court in another EU Member State over a disagreement/dispute with a retailer, provider or business transaction partner?' (Respondents answer with a number)


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Survey respondents were asked about what the minimum monetary amount they would be willing to go to court for in three situations: 1) in their country when the retailer, provider or business transaction partner they were in dispute with was also in their country, 2) in their country when the retailer, provider or business transaction partner they were in dispute with was in another Member State and 3) in a court in another Member State.

The monetary amounts that respondents would be willing to go to court over are very similar for the first two scenarios. In both the first and second scenarios, around one in five respondents would be willing to go to court over a minimum of 1-399 euros (21% and 20%, respectively). In these situations, a similar proportion of respondents would go to court over a minimum of 400-799 euros (both 20%) or 800-1199 euros (17% and 18%, respectively). Only one in twenty respondents reported that they would require a disputed amount of 1200-1599 euros to go to court (6% and 5%) or 1600-2000 euros (6% and 7%). Finally, in both scenarios, 11% of respondents said that the minimum amount disputed before they took legal action would depend on the circumstances.

In the third scenario, most of the respondents reported that they would require a disputed amount of 800-1199 euros to go to court in another EU Member State over a disagreement/dispute with a retailer, provider or business transaction partner. Slightly less report the minimun amount disputed to be 400-799 euros (18%) and 1-399 (17%).


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Base: Respondents in 26 MS willing to go to court in their country (n=13,717; HR n=440)

Respondents from Luxembourg (€933), Spain (€880) and Cyprus (€876) reported the highest monetary thresholds for going to court in their country over a disagreement or a dispute with a retailer, provider of business transaction partner located in their country.

By contrast, respondents in Lithuania (€458), Latvia (€474) and Poland (€501) had the lowest thresholds for going to court under these circumstances. Croatians had a threshold below the Total average (€627 compared with €726).


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Base: Respondents in 26 MS willing to go to court in their country with a company in another EU Member State (n=9,038; HR n=373)

Across the overall number of respondents, the average disputed amount that respondents said would lead them to go to court in their country over a disagreement or dispute with a retailer, provider or business transaction partner located in another EU Member State is €753. EU citizens in Belgium (€914), Malta (€911) and Romania (€909) have the highest thresholds for going to court, while citizens in Latvia (€507), Bulgaria (€525) and Poland (€537) have the lowest thresholds for going to court in their country over a dispute with a party located in another EU Member State. Croatian citizens have a relatively low damage threshold of €675 for going to court in Croatia over a dispute with a party located in an EU Member State.


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Base: Respondents in 26 MS willing to go to court in another EU Member State (n=7,802; HR n=385 )

Across the total number of respondents, the average threshold for going to court in another EU Member State over a disagreement or dispute with retailer, provider or business transaction partner in that Member State is €786. Respondents in Malta (€1070), Spain (€1065) and Belgium (€1036) report the highest thresholds for taking this legal action. Conversely, respondents reported the lowest thresholds in Bulgaria (€564), Latvia (€564) and Lithuania (€584). Lastly, respondents in Croatia report the highest thresholds for going to court in another EU Member State to be €727.


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2.7 Financial threshold for small claims

- Most Europeans think the maximum disputed amount eligible for a 'small claim' simplified court procedure should be 1,000 or 2,000 euros -

Respondents were asked what they think the maximum amount of a claim should be for a small cross-border claim eligible for a simplified court procedure.22


Respondents differ on what they believe the maximum monetary amount should be for a small cross-border claim eligible for a simplified court procedure. Across the EU, the most common responses were 1,000 euros (27%), followed by 2,000 euros (24%) and 5,000 euros (17%). Fewer respondents said that the maximum amount should be 10,000 euros (5%), 20,000 euros (2%) or more than 20,000 euros (2%). One in five respondents said that they didn't know what the maximum monetary amount should be for a small cross-border claim (22%).

22 QB25. Do you think that the maximum amount of a claim considered as a small cross-border claim eligible for a simplified court procedure should be…?


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3. POSSIBLE WAYS TO ENCOURAGE GOING TO COURT

This chapter examines the factors that would encourage EU citizens to go to court over disagreements or disputes over business transactions.

3.1 Free legal assistance

- Free legal assistance would make two-thirds of Europeans more likely to go to court over a small claim -

Respondents were asked whether free legal assistance would make them more likely to go to court over a disagreement or dispute for under 2,000 euros.23


Two-thirds of citizens would be more likely to go to court over a disagreement or dispute over a business transaction of under 2,000 euros if they received free legal assistance (64%).

23 QB12: 'If you get free legal assistance would you be more likely or not to go to court over a disagreement/dispute for under 2,000 euros?' Possible answers: yes; no; don't know.


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Of all respondents, those from Sweden (84%), Belgium (75%) and Finland (74%) were the most likely to say that free legal assistance would encourage them to go to court over a business disagreement of under 2,000 euros. Respondents from Romania (45%), Bulgaria (48%) and Italy (50%) were least likely to say that free legal assistance would make them more likely to go to court.


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Men are somewhat more likely than women to be encouraged to go to court over a disagreement of under 2,000 euros if they got free legal assistance (67% and 62%, respectively).

Respondents aged 55 or over were much less likely to be encouraged to go to court with the help of free legal assistance, with just 55% of them saying they would be more likely to go to court compared with 70% of those respondents in the 15-24 and 25-39 age categories.

Citizens who finished education aged 15 or younger were significantly less likely to be encouraged to go to court if free legal assistance was provided, compared with those who finished education aged 20 or more (52% and 71%, respectively).


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Respondents who shop across borders were 14 percentage points more likely than those who only shop domestically to say that free legal assistance would encourage them to go to court in a dispute worth less than 2,000 euros (74% and 60%, respectively).

Online shoppers are 18 percentage points more likely than those who only shop offline to be encouraged to go to court with the help of free legal assistance.

Respondents with a legitimate cause for complaint in the last 12 months were also much more likely to report that free legal assistance would make them more likely to go to court over a small claim compared with those who has not had a cause for complaint (78% versus 64%).

Finally, those who are willing to go to court for less than 2,000 euros are 50 percentage points more likely to be encouraged to go to court using free legal assistance (86% and 36%, respectively).


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3.2 Possible ways to encourage going to court in the home country

Respondents were asked what factors might encourage them to go to court in their country if they were to have a disagreement or dispute with a business in another EU Member State.24


Respondents were asked what factors would encourage them to go to court in their own country against a retailer, provider or business transaction partner located in another EU Member State. The most commonly cited factor was carrying out the proceedings only in writing, without physically going to court (37%), followed by carrying out proceedings without the necessity of instructing a lawyer (31%) and carrying out the proceedings online (20%). Lastly, 12% of respondents cited the ability to get formal ("sworn") translations online at low cost as a factor that would encourage them to go to court to settle complaints against a business transaction partner in another EU Member State.

24 QB13: 'If you were to have a disagreement/dispute with a retailer, provider or business transaction partner located in another EU Member State in the future, which of the following would encourage you to go to court in (OUR COUNTRY)? The ability...' Possible answers: to carry out proceedings without necessity of instructing a lawyer by yourself; to carry out the proceedings only in writing, without physically going to court; to carry out the proceedings on line; to get formal ("sworn") translations online at low cost; other (SPONTANEOUS); don't know. (MULTIPLE ANSWERS POSSIBLE)


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Citizens in Cyprus (55%), Finland (52%) and Sweden (45%) are the Europeans most likely to consider the ability to carry out proceedings in writing an important factor that would lead them to go to court in their own country against a business transaction partner located in another EU Member State. Citizens in Portugal (23%), France (29%) and Lithuania (30%) are the Europeans least encouraged to go to court under these circumstances.


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Respondents in Greece (50%), Spain (49%) and Portugal (45%) were most likely to have said that they would be encouraged to go to court in their country (against a party in another Member State) if they had the ability to carry out proceedings themselves without having to instruct a lawyer. By contrast, respondents in Latvia (18%), the Netherlands (19%) and Finland (22%) were least likely to report that this ability would lead them to go to court.

Of all respondents, those from the Netherlands (36%), Belgium (31%) and Sweden (30%) were most likely to have said that they would be encouraged to go to court against a business transaction partner if they had the ability to carry out the proceedings online. The ability to conduct online proceedings was less of an incentive to citizens of Romania (7%), Portugal (10%) and Bulgaria (11%).

Respondents in Sweden (26%), Estonia (19%), the Czech Republic (17%), Germany (17%) and Slovakia (17%) were the most likely to say that they would be encouraged to go to court by the ability to get formal ("sworn") translations online at a low cost. Respondents in Luxembourg (5%), Malta (5%) and Romania (6%) were least likely to say they would be encouraged to take legal action if they had this ability.


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29% of respondents aged 15-24 and 25-39 said that the ability to carry out the proceedings online would encourage them to go to court in their country compared with just 7% of those aged 55 or older.

Respondents with more education were far more likely to cite the ability to carry out proceedings online as a factor that would encourage them to go to court. Just one in twenty of those who finished education aged 15 or younger would be encouraged to go to court under these circumstances (6%) compared with three in ten of those with 20 years or more of education (30%) or those who are still studying (31%).


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Citizens who engage in cross-border shopping are more likely than other respondents to be encouraged to go to court in their country if they have any of the additional abilities suggested in the question. For instance, respondents who shop across borders are 6 percentage points more likely to cite the ability to carry out proceedings only in writing without physically going to court as a factor that would encourage them to take legal action (41% to 35%).

Respondents who shop online are more than three times as likely to be encouraged to go to court by the ability to carry out the proceedings online (34% to 11%).

Respondents who reported having a legitimate cause for complaint within the past 12 months are much more likely to be encouraged to take legal action if they had the ability to carry out proceedings only in writing without physically going to court (43% compared with 36% of respondents who had not had such complaints). Interestingly, there was no difference between these two groups in the proportion who would be encouraged to go to court by the ability to carry out proceedings without instructing a lawyer (both 32%).

Respondents who reported that they would be willing to go to court over a claim of less than 2,000 euros are significantly more likely than other respondents to be encouraged to go to court if they had any of the additional abilities suggested in the question. For instance, they were twice as likely to be encouraged to go to court if they had the ability to get formal ("sworn") translations online at a low cost compared with respondents unwilling to go to court over a claim of less than 2,000 euros (16% and 7%, respectively).


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3.3 Possible ways to encourage going to court in another EU Member

State

Respondents were asked what factors would make them more likely to go to court in another EU Member State over a disagreement or dispute with a retailer, provider or business transaction partner.25


A third of respondents cited the ability to carry out the proceedings only in writing, without physically going to court (33%) and more than a quarter suggested the ability to carry out proceedings without the necessity of instructing a lawyer (26%) and carrying out the proceedings in their own language (24%). Fewer respondents mentioned the ability to carry out the proceedings online (20%) or the ability to get formal ("sworn") translations online at low cost (11%).

25QB14: 'If you were to have a disagreement/dispute with a retailer, provider or business transaction partner located in another EU Member State in the future, which of the following would encourage you to go to court in another EU Member State? The ability...' Possible answers: to carry out proceedings without necessity of instructing a lawyer by yourself; to carry out the proceedings only in writing, without physically going to court; to carry out the proceedings on line; to get formal ("sworn") translations online at low cost; to carry out the proceedings in (LANGUAGE OF THE INTERVIEW); other (SPONTANEOUS); don't know.


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Base: All respondents in 26 MS (n=25,711 HR n=1,000)

Respondents in Cyprus (51%), Greece (47%) and Finland (42%) were the most likely to be encouraged to go to court in another EU Member State if they had the ability to carry out proceedings in writing without physically having to go to the court. This ability was least likely to encourage respondents in Portugal (24%), France (25%) and the Netherlands (27%) to go court in another EU Member State.


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Of all respondents, citizens in Greece (48%), Portugal (44%) and Spain (41%) are most likely to be encouraged to go to court in another Member State if they had the ability to carry out proceedings without necessity of instructing a lawyer. Citizens from the Netherlands (12%), Latvia (14%), Malta (15%) and Finland (15%) are least likely to view this ability as an incentive to go to court.

People in Finland (47%), Sweden (46%) and Germany (41%) are the European citizens most encouraged to go to court in another EU Member State if they had the ability to carry out the proceedings in their own language. By contrast, this ability would be encouraging to very few citizens in Malta (2%), Romania (5%) and Italy (8%).

Respondents in the Netherlands (37%), Estonia (31%) and Finland (31%) were the most likely to find the ability to carry out proceedings online an incentive to go to court in another EU Member State. However, far fewer respondents in Romania (8%), Portugal (10%) and Hungary (12%) would be encouraged by this ability.

People in Sweden (22%), Estonia (18%), Belgium (15%), Germany (15%), Austria (15%) and Slovakia (15%) are more likely than other Europeans to find the ability to get formal ("sworn") translations online at low cost a factor that would encourage them to go to court in another EU Member State. Citizens in Malta (5%), Romania (5%) and Luxembourg (6%) are the least likely to view this ability as a factor that would lead them to go to court.


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30% of respondents aged 15-24 and 31% of respondents aged 25-39 said that the ability to carry out the proceedings online would encourage them to go to court in another Member State. By contrast, this ability would encourage only 8% of those aged 55 or older;

Respondents with more education were much more likely to say that the ability to carry out proceedings online as a factor that would encourage them to go to court in another Member State. Just over one in twenty of those who finished education aged 15 or younger would be encouraged to go to court under these circumstances (7%) compared with over three in ten of those with 20 years or more of education (31%) or who are still studying (33%);


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Europeans who engage in cross-border shopping are more likely than other respondents to be encouraged to go to court in another Member State if they had any of the additional abilities suggested in the question. For instance, respondents who shop across borders were 7 percentage points more likely to cite the ability to get formal ("sworn") translations online at low cost as a factor that would encourage them to take legal action (16% to 9%);

Interestingly, respondents who shop online are more only slightly more likely than those who do not shop online to be encouraged to go to court in another EU Member State by the ability to carry out the proceedings online (36% to 33%);

Respondents who reported having a legitimate cause for complaint within the past 12 months are somewhat more likely to be encouraged to take legal action if they had the ability to carry out proceedings only in writing without physically going to court (35% compared with 12% of respondents who had not had such complaints);

Respondents who reported that they would be willing to go to court in another EU Member State over a claim of less than 2,000 euros are significantly more likely than other respondents to be encouraged to go to court in another Member State if they had any of the additional abilities suggested in the question. They were nearly three times as likely to be encouraged to go to court if they had the ability to get formal ("sworn") translations online at a low cost compared with respondents unwilling to go to court over a claim of less than 2,000 euros (15% and 6%, respectively).


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4. AWARENESS OF A SIMPLIFIED PROCEDURE FOR SMALL CLAIMS

4.1 Awareness of a simplified procedure for small claims in the country

- Nearly half of Irish and Estonian respondents had heard of small claims procedures in their country compared to one in twenty Romanian and Greek

respondents -

Respondents were asked whether they had ever heard of a simplified procedure for small claims in their country.26


Three-quarters of respondents have not heard of the simplified procedure for small claims in their country (75%). Slighly less than one in five respondents have heard of the procedure (19%) and an additional 3% of Europeans have used it.

26 QB15: 'Have you ever heard of a simplified procedure for small claims in (OUR COUNTRY) or not?' Possible answers: yes, you heard about it and used it; yes, you have heard about it but never used it; no, you have not heard about it; don't know.


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Base: All respondents in 26 MS (n=25,711, HR n=1,000)

Citizens are most aware of their country's small claims procedures in Estonia (49%), Ireland (49%) and the United Kingdom (40%). Conversely, almost no citizens are aware of small claims procedures in their country in Romania (5%), Greece (6%) and Bulgaria (8%). Fewer than one in five citizens in Croatia (18%) have heard of such a procedure. It is worth underlining that more than one respondent out of ten used it in Ireland (12%).


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Men are somewhat more likely to have heard of a simplified procedure for small claims in their country compared with women (24% and 20%, respectively);

Citizens aged 40-54 are 8 percentage points more likely to have heard of a simplified small claims procedure in their country compared with those in the 15-24 age group (24% and 16%, respectively);

Citizens who finished education aged 20 or more are nearly twice as likely to have heard of a simplified procedure for small claims in their country compared with those who finished education aged 15 or less (29% versus 16%). However, those who are still in education are less likely to have heard of this procedure (15%);

Europeans who shop across borders are much more likely to have heard of a simplified small claims procedure in their country compared with those who do not shop across borders (30% and 18%, respectively);


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Respondents who shop online were twice as likely to report that they had heard of a simplified small claims procedure in their country (30%) compared with those who do not shop online (15%);

37% of citizens who had a legitimate cause for complaint against a business transaction partner in the past 12 months have heard of a simplified small claims procedure in their country. By contrast, only 20% of those who had not had such complaints in the last 12 months have heard of this procedure. Citizens with a legitimate cause for complaint were more than three times as likely to have used a simplified small claims procedure (7% versus 2% of those who had not had a legitimate cause for complaint);

Citizens who reported that they would be willing to go to court for damages worth less than 2,000 euros are significantly more likely to have heard of a simplified small claims procedure in their country (26%) compared with those who are unwilling to go to court under these circumstances (16%).


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4.2 Awareness of the European Small Claims Procedure

- Only around one in ten Europeans has heard of the European Small Claim Procedure -

Respondents were asked whether they had ever heard of the European Small Claims procedure.27


Across Europe, more than one in ten respondents have heard of the European Small Claim Procedure (12%) and and a smaller proportionof Europeans have used it themselves (1%).

27 QB16: 'Before this interview, have you ever heard of the European Small Claim Procedure or not?' Possible answers: yes, you heard about it and used it; yes, you have heard about it but never used it; no, you have not heard about it; don't know.


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Knowledge of the European Small Claims Procedure is highest in Ireland (31%), Estonia (22%) and Slovenia (21%). At the other end of the scale, only around one in twenty respondents had heard of the procedure in Finland (5%), Romania (5%), Bulgaria (6%) and Greece (6%).


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Slightly more male (14%) than female respondents (11%) had heard of the European Small Claims procedure prior to the interview;

All age groups had low levels of information of the European Small Claims procedure. 40-54 year olds were the most informed about the procedure (14%) and 15-24 year olds were the least informed (10%);

Respondents who finished education aged 20 or older were 6 percentage points more likely to have heard of the European Small Claims procedure compared with respondents who finished education aged 15 or less (15% and 9%, respectively);


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Citizens who shop across borders are much more likely to have heard of the European Small Claims Procedure compared with those who do not shop across border (18% versus 10%);

Citizens who have had a legitimate cause for complaint against a business in the last 12 months are significantly more likely to have heard of the European Small Claims Procedure compared with citizens who had not had such complaints (19% and 12%, respectively);

Finally, respondents who reported that they would be willing to go to court for less than 2,000 euros were somewhat more likely to have heard of the European Small Claims Procedure compared with those who are not willing to go to court under these circumstances (14% and 10%, respectively).


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4.3 Information sources about the European Small Claim Procedure

- Television is the most common source of information on the European Small Claims Procedure -

Base: All respondents in 26 MS that have heard about the European Small Claims Procedure (n=3,191)

Among those who had heard of the European Small Claims Procedure, four in ten had heard about it on television (42%) and one in five had heard it through friends, family or colleagues (20%) or through newspapers and magazines (19%). Fewer respondents reported hearing about it through Internet sites, blogs and social networks (13%), on radio (11%), from a lawyer (9%) or through national or local authorities (5%).


73

On television

Through newspapers

or magazines

Through friends/ family/

colleagues

Through Internet

sites, blogs, social

networks

On the radio

Through consumer

organisations, advice bodies

A lawyer/ office giving legal advice

Through national or

local authorities

On European

Commission webpages

Other (SPONTA-NEOUS)

Don't know

EU26 42% 19% 20% 13% 11% 10% 9% 5% 3% 4% 3%

BE 33% 21% 29% 13% 13% 9% 11% 2% 6% 8% 4%

BG 45% 14% 29% 32% 4% 2% 20% 3% 0% 3% 4%

CZ 46% 15% 20% 30% 9% 5% 7% 4% 6% 1% 0%

DE 48% 30% 24% 17% 16% 5% 5% 5% 2% 1% 2%

EE 50% 29% 24% 20% 22% 9% 7% 3% 1% 5% 0%

IE 38% 23% 17% 9% 32% 9% 4% 8% 5% 4% 5%

EL 41% 14% 30% 20% 5% 8% 9% 0% 1% 2% 11%

ES 47% 18% 19% 8% 13% 6% 13% 0% 1% 2% 5%

FR 47% 18% 15% 12% 17% 3% 6% 3% 0% 8% 2%

IT 25% 16% 18% 13% 3% 28% 16% 12% 4% 3% 0%

CY 24% 11% 43% 11% 8% 11% 21% 5% 4% 4% 2%

LV 45% 12% 20% 22% 14% 3% 4% 4% 1% 2% 2%

LT 52% 20% 16% 17% 12% 8% 4% 2% 3% 3% 4%

LU 26% 37% 27% 4% 20% 15% 3% 10% 2% 5% 4%

HU 40% 15% 17% 13% 6% 18% 15% 6% 4% 3% 2%

MT 41% 16% 24% 17% 18% 7% 2% 16% 12% 0% 1%

NL 28% 40% 18% 9% 4% 5% 10% 2% 3% 8% 5%

AT 28% 34% 35% 24% 8% 25% 14% 11% 13% 5% 3%

PL 48% 13% 11% 13% 10% 6% 7% 3% 5% 3% 4%

PT 62% 22% 13% 6% 7% 6% 3% 1% 5% 2% 5%

RO 42% 13% 24% 15% 17% 10% 20% 4% 3% 2% 9%

SI 57% 20% 28% 17% 16% 8% 4% 3% 3% 4% 4%

SK 36% 22% 36% 26% 15% 10% 6% 4% 13% 0% 3%

FI 27% 20% 26% 29% 11% 12% 6% 17% 5% 5% 0%

SE 26% 38% 21% 7% 20% 5% 5% 7% 4% 16% 5%

UK 47% 12% 21% 7% 10% 3% 3% 3% 0% 7% 4%

HR 49% 20% 18% 18% 7% 8% 6% 4% 6% 4% 0%

QB17 How did you hear about it?

Base: All respondents in 26 MS that have heard about the European Small Claims Procedure (n=3,191; HR n=131)

Whilst the majority of respondents from all countries had heard about the European Small Claims procedure on the television, Italian, Cypriot, Luxembourgish, Dutch, Austrian, Finnish and Swedish respondents most frequently mentioned other mediums of information. Newspapers and magazines were the most popular amongst respondents from the Netherlands (40%), Sweden (38%) and Luxembourg (37%). The third most likely choice was friends and families, which was most salient with Cypriot (40%), Austrian (38%) and Slovakian (36%) respondents.


74

5. EXPERIENCE WITH THE EUROPEAN SMALL CLAIMS PROCEDURE

5.1 Satisfaction with the European Small Claims Procedure

- Two-thirds of those who have used the European Small Claims Procedure are satisfied with it -

Respondents who had previously used the European Small Claims Procedure were asked how satisfied they were with it.28

Base: All respondents in 26 MS that have already used the European Small Claims Procedure (n=213)

Among respondents who had used the European Small Claims Procedure, two-thirds were satisfied with it (67%), while slightly more than one in ten respondents were dissatisfied (13%).

This report does not provide comparisons between Member States on questions asked only to respondents with direct experience of the European Small Claims Procedure. The number of respondents who had used the European Small Claims Procedure was too low for country comparisons to be reliable.

28 QB18: 'Overall were you satisfied or not with the European Small Claims Procedure?' Possible answers: very satisfied; fairly satisfied; not very satisfied; not at all satisfied; don't know.


75

5.2 Knowledge of the court about the European Small Claims Procedure

- Two-thirds of those who have used the European Small Claims Procedure thought the court was knowledgeable about the procedure -

Respondents who had used the European Small Claims Procedure were asked how knowledgeable they thought the court was about the procedure.29


Most respondents who had used the European Small Claims Procedure thought that the court was knowledgeable about the procedure (63%), with a minority reporting that it was not knowledgeable (17%).

29 QB19: 'How knowledgeable do you think the court was about the procedure?' Possible answers: very knowledgeable; fairly knowledgeable; not very well knowledgeable; not at all knowledgeable; don't know.


76

5.3 Difficulties with filling in the application form using the European

Small Claims Procedure

- Most of those who have used the European Small Claims Procedure found the application form easy to fill in -

Respondents with experience of the European Small Claims Procedure were asked how easy or difficult it was to fill in the application form.30


In general, people who have used the European Small Claims Procedure think that the application form is easy to fill in (62%), with only a small proportion saying that it was difficult to fill in (16%).

30 QB20: 'How easy or difficult was it to fill in the application form?' Possible answers: very easy; fairly easy; fairly difficult; very difficult; don't know.


77

5.4 Need of assistance when using the European Small Claims

Procedure

- One in ten respondents asked for assistance with the European Small Claims Procedure form but did not receive help -

Respondents who had used the European Small Claims Procedure were asked whether they had sought assistance in filling in the application form.31


It total, around half of European Small Claims Procedure users asked for and received help with the application form (47%). One in ten received help from the court (11%) and around a third received assistance from someone else (36%). One in ten sought assistance but did not receive it (10%). Finally, a third did not seek assistance filling in the application form (32%).

31 QB21: 'Did you seek assistance in filling in the application form?' Possible answers: yes, and you received it from the court; yes, and you received it from someone else; yes, but you did not receive it; no; don't know.


78

5.5 Proportion of respondents using legal assistance

- Slightly more respondents used the European Small Claims Procedure without legal assistance than with legal representation. -

These respondents were also asked whether they used a legal representative or if they did the procedure themselves.32


A third of respondents who had used the European Small Claims Procedure used a legal representative to assist them through the procedure (33%). Slightly more respondents used the procedure themselves without legal assistance (38%).

32 QB22: 'Did you use a legal representative or did you do the procedure yourself?' Possible answers: you used a legal representative; you did the procedure yourself; don't know.


79

5.6 Reasons for not using the European Small Claims Procedure

- Most EU citizens have not used the European Small Claims Procedure because they never needed to use it. -

Respondents who had heard of the European Small Claims procedure but not used it were asked why they hadn't used it.33

Base: All respondents in 26 MS that have heard about the European Small Claims Procedure but they have never used it (n=2,979)

By far the most common reason cited by respondents for not using the European Small Claims Procedure is that they never needed it (77%). A small number of respondents said that the sums involved were too small (4%), that they did not find the necessary information to start the procedure (4%) or that the procedure seemed to be too complicated (4%). Others said that they believed they were unlikely to get a satisfactory result (4%), that the maximum value of the claim is 2,000 euros (3%), that they did not feel confident enough to start the procedure on their own (2%) or because it applies only to parties domiciled in another EU Member State (2%).

33 QB23: 'Why have you not used the European Small Claims Procedure' Possible answers: because it applies only to parties domiciled in another EU Member State; because the maximum value of the claim is 2.000 euros; you did not find the necessary information to start the procedure; you did not feel confident enough to start this procedure on your own; the procedure seemed to be too complicated; the sums involved were too small; you believed you were unlikely to get a satisfactory result; you never needed it; other (SPONTANEOUS); don't know.


80

Base: All respondents in 26 MS that have heard about the European Small Claims Procedure but they have never used it (n=2.979; HR n=124)34

In every state where the survey took place, the most common reason that citizens cited for not using the European Small Claims Procedure is that they have never needed it. This reason is most prevalent in Sweden (94%), Malta (90%) and the United Kingdom (90%). Conversely, this reason is less common in Italy (49%), Bulgaria (61%), Hungary (69%), Poland (69%) and Romania (69%).

34 Since this question is filtered please take these result with caution, especially for Romania where the base was less than 50 respondents.


81

Respondents in Slovakia (19%) and Finland (13%) were the most likely to say that they had not used the procedure because their disputed sums had been too small to merit it. This reason was least common in Spain (0%), Malta (1%) and the United Kingdom (1%).

Citizens in Italy (11%), Luxembourg (7%) Poland (5%) and Slovakia (5%) are the Europeans most likely to be unable to find the necessary information to start the European Small Claims Procedure. Conversely, this reason is almost entirely absent for citizens in the Czech Republic, France, Romania and Sweden (all 0%).

Respondents in Bulgaria (13%), Austria (11%) and Slovakia (11%) were most likely to say that they had not used the European Small Claims Procedure because the procedure seemed too complicated. Very few respondents in Malta (0%), Luxembourg (1%), Sweden (1%) and the United Kingdom (1%) gave this reason.

Nearly a quarter of citizens in Bulgaria have not used the European Small Claims Procedure because they believed they were unlikely to get a satisfactory result from it (24%). However, this reason is shared by no more than 8% of citizens in any other EU Member State. Citizens in Romania (0%), the United Kingdom (0%), Malta (1%), the Netherlands (1%) and Portugal (1%) are least likely to avoid using the European Small Claims Procedure for this reason.

Bulgarians (15%), Greeks (8%), Slovakians (6%) and Finns (6%) are the European citizens most likely to avoid using the European Small Claims Procedure because they do not feel confident enough to start this procedure on their own. This reason is least common in Latvia (0%) and the United Kingdom (0%).

Finally, respondents from Italy (9%), Austria (4%) and Finland (4%) are the most likely Europeans to have reported that they have not used the European Small Claims Procedure because it applies only to parties domiciled in another EU Member State. By contrast nearly no respondents in Greece, Spain, Latvia, Lithuania, Malta, Romania, Slovenia, Sweden and the United Kingdom (all 0%) gave this reason.

Respondents in Croatia had similar views to European citizens. 79% of respondents said that they had not used the European Small Claims Procedure because they had never needed it, with a few saying they believed they were unlikely to get a satisfactory result (6%). No more than 4% of Croatian respondents gave any other response.


82

CONCLUSIONS

More respondents are shopping online than in 2010 (40% vs. 35% in 2010). In total, one in five respondents said that they have purchased goods or services whilst on a holiday or business trip in another EU Member State, excluding the travel purchases related to the trip (19%). Slightly fewer respondents report having made a trip to another EU Member State primarily to purchase goods or services (14%).

Three in ten interviewees purchase offline and online goods from businesses based in other Member States (30%). Among all Europeans, citizens from Luxembourg (71%), Sweden (66%) and Austria (59%) are most likely to make purchases good or services from other EU Member States. Citizens from Greece (10%), Bulgaria (11%) and Portugal (12%) are least likely to buy goods and services from other Member States.

One in ten respondents reported encountering a problem for which they had legitimate cause for complaint with a good, a service, a retailer, or a business transaction partner in the last 12 months (11%). This proportion has fallen by 9 percentage points since spring 2010.

Respondents who shop across borders are much more likely to have encountered problems where they felt they had a legitimate cause for complaint (18%) compared with those who do not shop across borders (8%).

Among those who experienced a problem, four out of ten made a complaint to the retailer/provider/business transaction partner (43%) and slightly fewer negotiated with the retailer/provider/business transaction partner by themselves (37%). Only one in twenty negotiated with the assistance of a consumer organisation or a professional association (6%), took the business concerned to court (4%). On the other side, one in five citizens did not do anything after they encountered problems (20%).

71% of respondents who have encountered problems with businesses did not have any claims above 2,000 euros. 97% of citizens who had received a court ruling in their favour have had the ruling successfully implemented.

The most common sources of advice respondents would consult if they had a disagreement with a business located in another EU Member State are lawyers or legal advice offices (41%).

A number of different factors would encourage respondents to go to court either in their own country or in other Member States against a business in another Member State, with the most important one being free legal assistance which would make two-thirds of Europeans more likely to go to court over a small claim (64%).

Slighly more than one in five respondents have heard of a simplified procedure for small claims in their country (22%). Knowledge of the European Small Claims Procedure is highest in Ireland (31%) and lowest in Finland (5%). Even fewer have heard of the European Small Claims Procedure (12%) and 1% of citizens have used the procedure.


83

Europeans who have the used the European Small Claims Procedure are generally satisfied with the experience (67%). From those who have used the procedure, more than six out of ten respondents said that they thought the court was knowledgeable about the procedure (63%) and two thirds think that the application form is easy to fill in (62%). On the other side, those that did not use the procedure mentioned as the most common reason respondents gave for not using the European Small Claims Procedure was that they never needed it (77%).

ANNEXES

TECHNICAL SPECIFICATIONS


TS1

EUROBAROMETER 78.2 European Small Claims Procedure TECHNICAL SPECIFICATIONS

Between the 17th of November and the 2nd of December 2012, TNS Opinion & Social, a consortium created between TNS plc and TNS opinion, carried out the wave 78.2 of the EUROBAROMETER survey, on request of the EUROPEAN COMMISSION, Directorate-General for Communication, “Research and Speechwriting”. The special EUROBAROMETER 395 survey is part of wave 78.2 and covers the population of the respective nationalities of the European Union Member States, resident in each of the Member States and aged 15 years and over. The special EUROBAROMETER 395 survey has also been conducted in all the European Union Member States (with the exception of Denmark) and Croatia. In these countries, the survey covers the national population of citizens and 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. The basic sample design applied in all states is a multi-stage, random (probability) one. In each country, a number of sampling points was drawn with probability proportional to population size (for a total coverage of the country) and to population density.

In order to do so, the sampling points were drawn systematically from each of the "administrative regional units", after stratification by individual unit and type of area. They thus represent the whole territory of the countries surveyed according to the EUROSTAT NUTS II (or equivalent) and according to the distribution of the resident population of the respective nationalities in terms of metropolitan, urban and rural areas. In each of the selected sampling points, a starting address was drawn, at random. Further addresses (every Nth address) were selected by standard "random route" procedures, from the initial address. In each household, the respondent was drawn, at random (following the "closest birthday rule"). All interviews were conducted face-to-face in people's homes and in the appropriate national language. As far as the data capture is concerned, CAPI (Computer Assisted Personal Interview) was used in those countries where this technique was available. 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 Opinion & 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 below.


TS2

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:

various sample sizes are in rows various observed results are in columns

5% 10% 15% 20% 25% 30% 35% 40% 45% 50%

95% 90% 85% 80% 75% 70% 65% 60% 55% 50%

N=50 6,0 8,3 9,9 11,1 12,0 12,7 13,2 13,6 13,8 13,9 N=50

N=500 1,9 2,6 3,1 3,5 3,8 4,0 4,2 4,3 4,4 4,4 N=500

N=1000 1,4 1,9 2,2 2,5 2,7 2,8 3,0 3,0 3,1 3,1 N=1000

N=1500 1,1 1,5 1,8 2,0 2,2 2,3 2,4 2,5 2,5 2,5 N=1500

N=2000 1,0 1,3 1,6 1,8 1,9 2,0 2,1 2,1 2,2 2,2 N=2000

N=3000 0,8 1,1 1,3 1,4 1,5 1,6 1,7 1,8 1,8 1,8 N=3000

N=4000 0,7 0,9 1,1 1,2 1,3 1,4 1,5 1,5 1,5 1,5 N=4000

N=5000 0,6 0,8 1,0 1,1 1,2 1,3 1,3 1,4 1,4 1,4 N=5000

N=6000 0,6 0,8 0,9 1,0 1,1 1,2 1,2 1,2 1,3 1,3 N=6000

N=7000 0,5 0,7 0,8 0,9 1,0 1,1 1,1 1,1 1,2 1,2 N=7000

N=7500 0,5 0,7 0,8 0,9 1,0 1,0 1,1 1,1 1,1 1,1 N=7500

N=8000 0,5 0,7 0,8 0,9 0,9 1,0 1,0 1,1 1,1 1,1 N=8000

N=9000 0,5 0,6 0,7 0,8 0,9 0,9 1,0 1,0 1,0 1,0 N=9000

N=10000 0,4 0,6 0,7 0,8 0,8 0,9 0,9 1,0 1,0 1,0 N=10000

N=11000 0,4 0,6 0,7 0,7 0,8 0,9 0,9 0,9 0,9 0,9 N=11000

N=12000 0,4 0,5 0,6 0,7 0,8 0,8 0,9 0,9 0,9 0,9 N=12000

N=13000 0,4 0,5 0,6 0,7 0,7 0,8 0,8 0,8 0,9 0,9 N=13000

N=14000 0,4 0,5 0,6 0,7 0,7 0,8 0,8 0,8 0,8 0,8 N=14000

N=15000 0,3 0,5 0,6 0,6 0,7 0,7 0,8 0,8 0,8 0,8 N=15000

5% 10% 15% 20% 25% 30% 35% 40% 45% 50%

95% 90% 85% 80% 75% 70% 65% 60% 55% 50%

Statistical Margins due to the sampling process

(at the 95% level of confidence)


TS3

ABBR. COUNTRIES INSTITUTES N° INTERVIEWS

FIELDWORK DATES

POPULATION 15+

BE Belgium TNS Dimarso 1.110 17/11/2012 02/12/2012 8.939.546 BG Bulgaria TNS BBSS 1.008 17/11/2012 26/11/2012 6.537.510 CZ Czech Rep. TNS Aisa 1.000 17/11/2012 27/11/2012 9.012.443 DK Denmark TNS Gallup DK 4.561.264 DE Germany TNS Infratest 1.511 17/11/2012 02/12/2012 64.336.389 EE Estonia Emor 1.000 17/11/2012 02/12/2012 945.733 IE Ireland IMS Millward Brown 1.007 17/11/2012 02/12/2012 3.522.000 EL Greece TNS ICAP 1.001 17/11/2012 01/12/2012 8.693.566 ES Spain TNS Demoscopia 1.011 17/11/2012 02/12/2012 39.127.930 FR France TNS Sofres 1.007 17/11/2012 02/12/2012 47.756.439 IT Italy TNS Italia 1.013 17/11/2012 29/11/2012 51.862.391 CY Rep. of Cyprus Synovate 510 17/11/2012 02/12/2012 660.400 LV Latvia TNS Latvia 1.022 17/11/2012 02/12/2012 1.447.866 LT Lithuania TNS LT 1.011 17/11/2012 02/12/2012 2.829.740 LU Luxembourg TNS ILReS 504 17/11/2012 01/12/2012 434.878 HU Hungary TNS Hoffmann Kft 1.005 17/11/2012 02/12/2012 8.320.614 MT Malta MISCO 502 17/11/2012 02/12/2012 335.476 NL Netherlands TNS NIPO 1.003 17/11/2012 02/12/2012 13.371.980

AT Austria Österreichisches Gallup-Institut 1.007 17/11/2012 02/12/2012 7.009.827

PL Poland TNS OBOP 1.000 17/11/2012 02/12/2012 32.413.735 PT Portugal TNS EUROTESTE 1.019 17/11/2012 02/12/2012 8.080.915 RO Romania TNS CSOP 1.066 17/11/2012 28/11/2012 18.246.731 SI Slovenia RM PLUS 1.016 17/11/2012 01/12/2012 1.759.701 SK Slovakia TNS Slovakia 1.000 17/11/2012 02/12/2012 4.549.955 FI Finland TNS Gallup Oy 1.009 17/11/2012 02/12/2012 4.440.004 SE Sweden TNS GALLUP 1.061 17/11/2012 02/12/2012 7.791.240 UK United Kingdom TNS UK 1.308 17/11/2012 02/12/2012 51.848.010

TOTAL EU27 25.711 17/11/2012 02/12/2012 408.836.283

HR Croatia Puls 1.000 17/11/2012 02/12/2012 3.749.400

TOTAL 26.711 17/11/2012 02/12/2012 412.585.683

QUESTIONNAIRE

QB1

(724-729)1,2,3,4,5,6,DK

In the last 12 months did you buy or order any goods or services over the Internet for private purposes from…?

(READ OUT – MULTIPLE ANSWERS POSSIBLE)

Sellers based in (OUR COUNTRY)Sellers based in other EU countries

EB73.3 QA23a TREND MODIFIED (+SPLIT REMOVED)

B. SMALL CLAIMS PROCEDURE

ASK ALL EXCEPT IN DK

Sellers based in the rest of the worldDid not make any purchases on the InternetCountry of origin of sellers not known (SPONTANEOUS)

Q1

QB2

(730)

1

(731)

2

QB3

(732)123

1

EB73.3 QA27 TREND MODIFIED

Yes, several times

(ONE ANSWER ONLY)

YesNoDK

4

EB69.1 QC2 TREND MODIFIED

In the last 12 months, have you encountered any problems for which you felt you had legitimate cause for complaint with a good, a service, a retailer, a provider or a business transaction partner? (M)

Purchased goods or services, whilst on holiday or on a business trip in another EU Member State (excluding purchases linked to the trip such as travel, accommodation, leisure activities, meals) (M)

(SHOW CARD WITH SCALE - ONE ANSWER PER LINE)

2 3

DK

Made a trip to another EU Member State, primarily for purchasing goods or services (trip made for this purpose, for purchasing clothes, electronics, etc. – ADAPT EXAMPLE TO YOUR COUNTRY) (M)

1 2 3 4

(READ OUT) Yes, but only once or twice

No

In the last 12 months, have you…?

Q2

QB4

(733-739)

1,2,

3,

4,

5,6,7,

QB5

(740)12345

The case is still on-going (SPONTANEOUS)DK

NEW

(READ OUT – ONE ANSWER ONLY)

The court ruled in your favourThe court ruled against youA compromise (SPONTANEOUS)

EB73.3 QA31 TREND MODIFIED

ASK QB5 IF "YES, YOU TOOK THE BUSINESS(ES) TO COURT", CODE 2 IN QB4 – OTHERS GO TO QB6

Thinking about the last time you took a business to court, what was the outcome?

Yes, you negotiated with the retailer\ provider\ business transaction partner by yourself (N)Yes, you negotiated with the retailer\ provider\ business transaction partner with the assistance of a consumer organisation or a professional association (N)No, you did not do anything (M)DK

(SHOW CARD – READ OUT – MULTIPLE ANSWERS POSSIBLE) (M)

Yes, you took the business(es) concerned to an out-of-court dispute settlement body (ADR)Yes, you took the business(es) concerned to courtYes, you made a complaint to the retailer\ provider\ business transaction partner (M)

ASK QB4 TO QB7b IF "YES, HAS ENCOUNTERED A PROBLEM", CODE 1 IN QB3 – OTHERS GO TO QB8

As a consequence of the problem(s) you encountered, did you take any of the following actions?

Q3

QB6

(741)1

2

3

4

56

QB7a

(742-744)

Thinking about any problem you have encountered in the last 12 months, how many were under 2.000 euros?

(WRITE DOWN - ONE ANSWER ONLY) (IF "NONE" CODE '000' - IF "REFUSAL" CODE '998' - IF "DK" CODE '999')

problems under the amount of 2.000 euros

NEW

DK

NEW

ASK QB7a AND QB7b IF "YES, HAS ENCOUNTERED A PROBLEM", CODE 1 IN QB3 – OTHERS GO TO QB8

Yes, the judgement was successfully implemented in (OUR COUNTRY)

No, the judgement was not successfully implemented in (OUR COUNTRY)

Yes, the judgement was successfully implemented in another EU Member StateNo, the judgement was not successfully implemented in another EU Member State

You said that the last time you took a business to court, the decision was ruled in your favour. Was the judgement successfully implemented or not?

(SHOW CARD – READ OUT – ONE ANSWER ONLY)

Yes, the other party paid voluntarily

ASK QB6 IF "THE COURT RULED IN YOUR FAVOUR OR IT WAS A COMPROMISE", CODE 1 OR 3 IN QB5 – OTHERS GO TO QB7a

Q4

QB7b

(745-747)

QB8

(748) 1

(749)2

NEW

In (OUR COUNTRY) 1 2In another EU Member State 1 2 3 4 5

3

(SHOW CARD WITH SCALE – ONE ANSWER PER LINE)

(READ OUT) Yes, {13}definit

ely

Yes, probably

No, probably

not

No, definitely

not

DK

4 5

NEW


Would you be willing to go to court in (OUR COUNTRY) over a disagreement\ dispute for under 2.000 euros with a retailer, provider or business transaction partner located…?

Thinking about any problems you’ve encountered in the last 12 months, how many were 2.000 euros or more?

(WRITE DOWN - ONE ANSWER ONLY) (IF "NONE" CODE '000' - IF "REFUSAL" CODE '998' - IF "DK" CODE '999')

problems 2.000 euros or more

Q5

QB9

(750)12345

QB10a

(751-756)

(WRITE DOWN - ONE ANSWER ONLY) (IF "ZERO" CODE '000000' - IF "IT DEPENS" CODE '999997' - IF "REFUSAL" CODE '999998' - IF "DK" CODE '999999')

euros

NEW

DK

NEW

ASK QB10a IF "YES, WILLING TO GO TO COURT IN (OUR COUNTRY) WITH A RETAILER, PROVIDER OR BUSINESS TRANSACTION PARTNER LOCATED IN (OUR COUNTRY) FOR A DISAGREEMENT\ DISPUTE FOR UNDER 2.000 EUROS", CODE 1 OR 2 IN QB8.1 – OTHERS GO TO QB10b

No, definitely not

And would you be willing to go to court in another EU Member State over a disagreement\ dispute for under 2.000 euros with a retailer, provider or business transaction partner?


What would be the minimum amount for which you would be willing to go to court in (OUR COUNTRY) over a disagreement\ dispute with a retailer, provider or business transaction partner located in (OUR COUNTRY)?

Yes, definitelyYes, probablyNo, probably not

Q6

QB10b

(757-762)

QB11

(763-768)

What would be the minimum amount for which you would be willing to go to court in another EU Member State over a disagreement\ dispute with a retailer, provider or business transaction partner?


euros

NEW

euros

NEW

ASK QB11 IF "YES, WILLING TO GO TO COURT IN ANOTHER EU MEMBER STATE WITH A RETAILER, PROVIDER OR BUSINESS TRANSACTION PARTNER FOR A DISAGREEMENT\ DISPUTE FOR UNDER 2.000 EUROS", CODE 1 OR 2 IN QB9 – OTHERS GO TO QB12

ASK QB10b IF "YES, WILLING TO GO TO COURT IN (OUR COUNTRY) WITH A RETAILER, PROVIDER OR BUSINESS TRANSACTION PARTNER LOCATED IN ANOTHER EU MEMBER STATE FOR A DISAGREEMENT\ DISPUTE FOR UNDER 2.000 EUROS", CODE 1 OR 2 IN QB8.2 – OTHERS GO TO QB11

What would be the minimum amount for which you would be willing to go to court in (OUR COUNTRY) over a disagreement\ dispute with a retailer, provider or business transaction partner located in another EU Member State?


Q7

QB12

(769)123

QB13

(770-775)

1,

2,3,4,5,6,DK

NEW

To carry out the proceedings only in writing, without physically going to court

To carry out the proceedings on lineTo get formal ("sworn") translations online at low costOther (SPONTANEOUS)

If you were to have a disagreement\ dispute with a retailer, provider or business transaction partner located in another EU Member State in the future, which of the following would encourage you to go to court in (OUR COUNTRY)? The ability …

(SHOW CARD – READ OUT – MULTIPLE ANSWERS POSSIBLE)

To carry out proceedings without necessity of instructing a lawyer by yourself

YesNoDK

NEW


If you get free legal assistance would you be more likely or not to go to court over a disagreement\ dispute for under 2.000 euros?

(ONE ANSWER ONLY)

Q8

QB14

(776-782)

1,

2,3,4,5,6,7,

QB15

(783)1234

NEW

Yes, you heard about it and used itYes, you have heard about it but never used itNo, you have not heard about itDK

NEW

Have you ever heard of a simplified procedure for small claims in (OUR COUNTRY) or not?


To get formal ("sworn") translations online at low costTo carry out the proceedings in (LANGUAGE OF THE INTERVIEW)Other (SPONTANEOUS)DK

(SHOW CARD – READ OUT – MULTIPLE ANSWERS POSSIBLE)

To carry out proceedings without necessity of instructing a lawyer by yourselfTo carry out the proceedings only in writing, without physically going to court

To carry out the proceedings on line

If you were to have a disagreement\ dispute with a retailer, provider or business transaction partner located in another EU Member State in the future, which of the following would encourage you to go to court in another EU Member State? The ability...

Q9

QB16

(784)1234

QB17

(785-795)1,2,3,4,5,6,7,8,9,

10,11,DK

NEW

On the radioOn televisionThrough newspapers or magazinesOther (SPONTANEOUS)

Through national or local authoritiesOn European Commission webpages Through Internet sites, blogs, social networksThrough friends\ family\ colleagues

How did you hear about it?

(SHOW CARD – READ OUT – ROTATE – MULTIPLE ANSWERS POSSIBLE)

A lawyer\ office giving legal adviceThrough consumer organisations, advice bodies

DK

NEW

ASK QB17 IF "HAS HEARD ABOUT THE EUROPEAN SMALL CLAIMS PROCEDURE", CODE 1 OR 2 IN QB16 – OTHERS GO TO QB18


Yes, you heard about it and used itYes, you have heard about it but never used itNo, you have not heard about it

The European Small Claims Procedure is intended to improve access to justice by simplifying cross-border small claims litigation and by reducing costs. "Small claims" are cases about amounts under 2.000 euros, excluding interest, expenses and disbursements.

Before this interview, have you ever heard of the European Small Claim Procedure or not?

Q10

QB18

(796)12345

QB19

(797)12345

NEW

Fairly knowledgeableNot very well knowledgeableNot at all knowledgeableDK

How knowledgeable do you think the court was about the procedure?


Very knowledgeable

Not very satisfiedNot at all satisfiedDK

NEW

Overall were you satisfied or not with the European Small Claims Procedure?


Very satisfiedFairly satisfied

ASK QB18 TO QB22 IF "HAS ALREADY USED THE EUROPEAN SMALL CLAIMS PROCEDURE", CODE 1 IN QB16 – OTHERS GO TO QB23

Q11

QB20

(798)12345

QB21

(799-803)1,2,3,4,5,

QB22

(804)123DK

NEW

Did you use a legal representative or did you do the procedure yourself?

(ONE ANSWER ONLY)

You used a legal representativeYou did the procedure yourself

NoDK

NEW

(READ OUT – MULTIPLE ANSWERS POSSIBLE)

Yes, and you received it from the courtYes, and you received it from someone elseYes, but you did not receive it

DK

NEW

Did you seek assistance in filling in the application form?

Very easyFairly easyFairly difficultVery difficult

How easy or difficult was it to fill in the application form?


Q12

QB23

(805-814)

1,2,

3,

4,5,6,7,8,9,

10,

NEW

You believed you were unlikely to get a satisfactory resultYou never needed itOther (SPONTANEOUS)DK

You did not find the necessary information to start the procedure

You did not feel confident enough to start this procedure on your own

The procedure seemed to be too complicatedThe sums involved were too small

Why have you not used the European Small Claims Procedure?


Because it applies only to parties domiciled in another EU Member State

Because the maximum value of the claim is 2.000 euros

ASK QB23 IF "HAD HEARD ABOUT THE EUROPEAN SMALL CLAIMS PROCEDURE BUT HAS NOT USED IT", CODE 2 IN QB16 – OTHERS GO TO QB24

Q13

QB24

(815-823)1,2,3,

4,5,6,7,8,9,

QB25

(824)12345678

Other (SPONTANEOUS)DK

NEW

5.000 euros10.000 euros20.000 eurosMore than 20.000 euros

Do you think that the maximum amount of a claim considered as a small cross-border claim eligible for a simplified court procedure should be…?

(SHOW CARD – READ OUT – ONE ANSWER ONLY)

1.000 euros2.000 euros

None (SPONTANEOUS)DK

NEW

European Commission webpages (for example "Your Europe Advice")

Internet sites, blogs, social networksFriends\ family\ colleagues Other (SPONTANEOUS)


A lawyer\ office giving legal adviceAdvice bodies, consumer organisationsNational or local authorities


If you were to have a disagreement\ dispute with a retailer, provider or business transaction partner (for example in relation to payment, quality of goods or services provided) located in another EU Member State where would you go for advice or information?

Q14

TABLES

% EB78.2

Diff.EB

73.3

EB78.2

Diff.EB

73.3

EB78.2

Diff.EB

73.3

EB78.2

Diff.EB

73.3

EB78.2

Diff.EB

73.3

EB78.2

Diff.EB

73.3

EB78.2

Diff.EB

73.3Total 34 3 11 4 7 3 54 -10 1 0 6 5 40 5

BE 29 7 22 9 6 3 59 -10 1 1 2 1 39 9

BG 9 4 3 0 1 0 88 -5 0 0 0 0 11 4

CZ 40 6 5 3 3 2 54 -11 1 1 3 3 44 9

D-W 48 5 10 4 5 2 45 -8 0 -1 5 4 50 3

DE 47 5 10 4 5 2 45 -9 0 -1 5 4 49 4

D-E 43 6 11 5 3 -1 48 -9 1 0 5 4 47 6

EE 29 5 11 6 7 4 60 -10 2 1 2 2 38 9

IE 29 4 31 3 13 2 51 -6 1 0 2 1 46 4

EL 8 1 4 1 2 1 85 -4 0 0 3 3 11 0

ES 18 -1 7 2 4 2 75 0 1 0 3 2 23 -1

FR 46 7 16 6 11 6 46 -8 1 0 2 1 52 7

IT 14 2 5 1 3 2 71 -12 0 -1 1 9 20 3

CY 5 1 18 5 11 6 75 -6 0 0 1 0 24 6

LV 23 4 12 4 10 6 61 -12 1 1 4 4 35 9

LT 23 9 7 4 5 4 64 -19 1 1 7 7 30 13

LU 16 8 46 4 13 5 45 -5 1 1 4 2 51 3

HU 11 -2 5 3 3 2 79 -6 1 1 3 3 18 3

MT 9 5 35 2 23 5 54 -7 1 1 1 1 45 6

NL 66 4 20 5 15 8 28 -2 0 0 1 0 72 2

AT 30 6 24 6 4 2 57 -5 1 1 2 1 41 4

PL 29 1 6 4 2 1 62 -8 1 1 3 2 35 6

PT 4 -4 3 0 2 1 86 -3 1 1 6 5 8 -1

RO 8 -1 2 1 2 2 83 -6 1 1 5 4 11 2

SI 25 2 13 4 7 3 67 -5 0 0 1 1 32 4

SK 27 2 10 5 2 1 66 -5 0 0 1 0 33 5

FI 46 -5 26 9 13 7 44 5 2 2 1 -1 55 -5

SE 66 6 29 10 19 7 23 -9 1 0 0 -2 76 10

UK 57 8 16 7 14 3 17 -29 1 1 20 19 63 11

HR 8 5 8 82 0 0 18

Habe nichts im Internet

gekauft oder bestellt

Total 'Achat en ligne'

Total 'Shop online'

Gesamt 'Kauft im Internet ein'

Pays d’origine des vendeurs inconnu

(SPONTANE)

Country of origin of sellers not

known (SPONTANEOUS)

Herkunftsland des Verkäufers unbekannt (SPONTAN)

NSP

DK

WN

Verkäufer mit Sitz in

(UNSEREM LAND)

Vendeurs basés dans d’autres

Etats membres de l’UE

Sellers based in other EU

Member States

Verkäufer mit Sitz in einem anderen EU-

Land

Vendeurs basés dans d’autres pays dans le

monde

Sellers based in the rest of the

world

Verkäufer mit Sitz in einem

anderen Land der Welt (außerhalb

der EU)

QB1 Au cours des douze derniers mois, avez-vous acheté ou commandé sur Internet des produits ou des services destinés à un usage privé auprès de … ? (PLUSIEURS REPONSES POSSIBLES)QB1 In the last 12 months did you buy or order any goods or services over the Internet for private purposes from…? (MULTIPLE ANSWERS POSSIBLE)QB1 Haben Sie in den letzten 12 Monaten über das Internet Waren oder Dienstleistungen für denprivaten Gebrauch gekauft oder bestellt von einem...? (MEHRFACHNENNUNGEN MÖGLICH)

Vendeurs basés en (NOTRE PAYS)

Sellers based in (OUR

COUNTRY)

N'a pas fait d'achats sur

Internet

Did not make any purchases on the Internet

T1

% EB78.2

Diff.EB

69.1

EB78.2

Diff.EB

69.1

EB78.2

Diff.EB

69.1

EB78.2

Diff.EB

69.1

EB78.2

Diff.EB

69.1Total 5 1 9 4 85 -4 1 -1 14 5

BE 14 7 13 6 73 -12 0 -1 27 13

BG 3 2 4 2 93 -3 0 -1 7 4

CZ 12 4 12 2 75 -6 1 0 24 6

D-W 6 1 10 5 84 -5 0 -1 16 6

DE 7 1 10 5 83 -5 0 -1 17 6

D-E 7 1 11 2 82 -2 0 -1 18 3

EE 6 3 8 2 86 -5 0 0 14 5

IE 4 2 11 6 83 -9 2 1 15 8

EL 1 0 3 1 95 -2 1 1 4 1

ES 4 2 6 4 89 -6 1 0 10 6

FR 7 3 8 3 85 -6 0 0 15 6

IT 4 2 10 7 85 -3 1 -6 14 9

CY 1 0 6 1 93 -1 0 0 7 1

LV 6 -1 9 5 84 -3 1 -1 15 4

LT 7 5 7 5 84 -9 2 -1 14 10

LU 26 1 12 -5 61 3 1 1 38 -4

HU 3 1 5 1 91 -3 1 1 8 2

MT 3 2 14 5 83 -7 0 0 17 7

NL 5 1 12 4 83 -4 0 -1 17 5

AT 18 8 26 6 55 -13 1 -1 44 14

PL 5 0 4 0 90 3 1 -3 9 0

PT 2 1 6 4 91 -2 1 -3 8 5

RO 3 0 8 3 88 -3 1 0 11 3

SI 11 -4 17 5 72 -1 0 0 28 1

SK 16 8 23 11 61 -18 0 -1 39 19

FI 6 1 18 7 76 -7 0 -1 24 8

SE 5 2 9 -4 86 2 0 0 14 -2

UK 4 2 6 1 89 -4 1 1 10 3

HR 9 9 82 0 18

WN

Total 'Oui'

Eine Reise in einen anderen EU-Mitgliedstaat unternommen, hauptsächlich um Waren oder Dienstleistungen zu kaufen? (Eine Einkaufsreise, etwa um Kleidung oder Elektrogeräte einzukaufen)

Oui, plusieurs fois Non

Total 'Yes'

Gesamt 'Ja'

No

Nein

NSP

DK

QB2.1 Au cours des 12 derniers mois, avez-vous … ? Effectué un voyage dans un autre Etat membre de l’UE principalement pour acheter des biens ou des services (voyage dans ce but précis, pour acheter des vêtements, appareils électroniques, etc.)

QB2.1 In the last 12 months, have you…? Made a trip to another EU Member State, primarily for purchasing goods or services (trip made for this purpose, for purchasing clothes, electronics, etc.)

Yes, several times

Ja, mehrmals

Oui, mais seulement une ou deux fois

Yes, but only once or twice

Ja, aber nur ein-oder zweimal

QB2.1 Haben Sie in den letzten 12 Monaten…?

T2

% EB78.2

Diff.EB

69.1

EB78.2

Diff.EB

69.1

EB78.2

Diff.EB

69.1

EB78.2

Diff.EB

69.1

EB78.2

Diff.EB

69.1Total 7 1 12 1 80 -2 1 0 19 2

BE 17 6 15 2 68 -8 0 0 32 8

BG 3 0 5 3 92 -1 0 -2 8 3

CZ 12 2 12 -2 75 0 1 0 24 0

D-W 10 3 15 4 75 -6 0 -1 25 7

DE 10 4 14 3 76 -6 0 -1 24 7

D-E 8 4 12 0 80 -3 0 -1 20 4

EE 13 -1 19 4 68 -3 0 0 32 3

IE 12 4 20 4 66 -9 2 1 32 8

EL 1 -1 4 -1 94 1 1 1 5 1

ES 4 -1 6 0 89 0 1 1 10 -1

FR 7 3 9 2 84 -5 0 0 16 5

IT 5 1 8 2 85 -2 2 -1 13 3

CY 3 -3 22 1 75 2 0 0 25 -2

LV 10 1 13 3 76 -4 1 0 23 4

LT 11 5 10 2 77 -8 2 1 21 7

LU 31 13 19 1 49 -15 1 1 50 14

HU 4 2 8 0 88 -2 0 0 12 2

MT 7 2 25 8 68 -10 0 0 32 10

NL 10 0 27 1 63 -1 0 0 37 1

AT 15 6 30 4 55 -9 0 -1 45 10

PL 6 0 5 -2 88 2 1 0 11 -2

PT 2 0 4 0 93 0 1 0 6 0

RO 4 0 7 1 87 -1 2 0 11 1

SI 8 -6 18 6 74 0 0 0 26 0

SK 13 7 23 14 64 -20 0 -1 36 21

FI 12 -2 30 3 58 -1 0 0 42 1

SE 17 -1 32 2 51 -1 0 0 49 1

UK 9 -3 15 -1 75 3 1 1 24 -4

HR 6 7 87 0 13

WN

Total 'Oui'

Während einer Ferien- oder Geschäftsreise in einen anderen EUMitgliedstaat Produkte oder Dienstleistungen eingekauft (ausgenommen Einkäufe, die mit der Reise in Verbindung standen wie Transport, Unterkunft, Freizeitaktivitäten und Mahlzeiten)

Oui, plusieurs fois Non

Total 'Yes'

Gesamt 'Ja'

No

Nein

NSP

DK

QB2.2 Au cours des 12 derniers mois, avez-vous … ? Acheté des biens ou des services, au cours de vacances ou d’un déplacement professionnel dans un autre Etat membre de l’UE (à l’exclusion des achats liés au voyage, tels que transport, hébergement,

QB2.2 In the last 12 months, have you…? Purchased goods or services, whilst on holiday or on a business trip in another EU Member State (excluding purchases linked to the trip such as travel, accommodation, leisure activities, meals)

Yes, several times

Ja, mehrmals

Oui, mais seulement une ou deux fois

Yes, but only once or twice

Ja, aber nur ein-oder zweimal

QB2.2 Haben Sie in den letzten 12 Monaten…?

T3

% EB78.2

Diff.EB

69.1

EB78.2

Diff.EB

69.1Total 24 3 75 -3

BE 41 11 59 -10

BG 9 3 90 -3

CZ 24 -7 75 7

D-W 32 9 68 -8

DE 31 8 68 -8

D-E 30 6 70 -5

EE 33 2 66 -3

IE 35 9 63 -10

EL 6 -1 93 0

ES 13 1 86 -1

FR 23 7 77 -7

IT 18 7 80 -2

CY 28 0 72 0

LV 27 4 72 -3

LT 24 9 74 -8

LU 61 7 38 -8

HU 14 1 86 -1

MT 34 9 65 -10

NL 43 3 57 -2

AT 56 10 44 -8

PL 14 -1 85 4

PT 10 3 89 0

RO 13 2 85 -2

SI 38 0 62 0

SK 45 20 55 -19

FI 45 -1 55 1

SE 53 -2 47 2

UK 26 -4 73 3

HR 22 78

Total 'Achat direct dans un autre pays'

Total 'Pas d'achat direct dans un autre pays'

Total 'Does not shop offine in another country'

Total 'Pas d'achat direct dans un autre pays'

QB2b Au cours des 12 derniers mois, avez-vous … ?

QB2b In the last 12 months, have you…?

QB2b Haben Sie in den letzten 12 Monaten…?

Total 'Achat direct dans un autre pays'

Total 'Shop offline in another country'

T4

%

Total

BE

BG

CZ

D-W

DE

D-E

EE

IE

EL

ES

FR

IT

CY

LV

LT

LU

HU

MT

NL

AT

PL

PT

RO

SI

SK

FI

SE

UK

HR

39

27

42

47

55

66

59

19

12

16

71

17

53

52

21

39

35

28

50

10

19

34

37

37

35

38

30

48

11

28

Total 'Achat dans un autre pays'

Total 'Shop in another country'

Gesamt 'Kauft in einem anderen Land ein'

EB78.2

QB1&2 - Achats transfrontaliers

QB1&2 - Cross boarder shopping

QB1&2 - Achats transfrontaliers

T5

% EB78.2

Diff.EB

73.3

EB78.2

Diff.EB

73.3

EB78.2

Diff.EB

73.3Total 11 -9 87 8 2 1

BE 13 -6 86 6 1 0

BG 7 -10 92 13 1 -3

CZ 11 -5 88 4 1 1

D-W 10 -9 89 9 1 0

DE 10 -10 89 10 1 0

D-E 9 -14 91 15 0 -1

EE 18 3 81 -3 1 0

IE 9 -8 89 8 2 0

EL 5 -9 93 7 2 2

ES 12 -11 87 11 1 0

FR 17 -11 83 11 0 0

IT 5 -6 89 2 6 4

CY 12 -5 88 5 0 0

LV 15 0 81 -3 4 3

LT 14 13 83 -15 3 2

LU 15 -9 83 8 2 1

HU 8 -5 91 4 1 1

MT 16 -9 84 11 0 -2

NL 22 -16 77 16 1 0

AT 8 -8 91 9 1 -1

PL 6 -8 93 8 1 0

PT 3 -6 94 4 3 2

RO 3 -4 94 4 3 0

SI 16 -6 83 6 1 0

SK 12 -7 88 8 0 -1

FI 18 -2 81 2 1 0

SE 25 -4 75 6 0 -2

UK 15 -12 84 13 1 -1

HR 19 80 1

WN

OuiYesJa

NonNo

Nein

QB3 Au cours des 12 derniers mois, avez-vous rencontré un problème pour lequel vous pensiez avoir des raisons légitimes de faire une réclamation sur un produit, un service, un détaillant, un fournisseur ou un intermédiaire commercial ?

QB3 In the last 12 months, have you encountered any problems for which you felt you had legitimate cause for complaint with a good, a service, a retailer, a provider or a business transaction partner?

QB3 Haben Sie in den letzten 12 Monaten Probleme mit einer Ware, Dienstleistung, einem Händler, einem Anbieter oder einem

Geschäftspartner gehabt, bei denen nach Ihrer Ansichtein berechtigter Grund für eine Reklamation bestand?

NSPDK

T6

%

Total

BE

BG

CZ

D-W

DE

D-E

EE

IE

EL

ES

FR

IT

CY

LV

LT

LU

HU

MT

NL

AT

PL

PT

RO

SI

SK

FI

SE

UK

HR 2 3 20 27

2 3 51 33

0 0 33 57

0 0 29 46

2 2 29 38

5 2 43 30

10 5 10 19

7 10 55 6

5 12 51 15

11 7 51 40

4 2 42 51

13 2 26 47

3 1 37 26

1 5 45 49

6 2 19 25

6 1 9 30

8 3 43 34

6 12 25 34

4 2 48 37

5 10 32 26

2 9 38 16

4 5 38 22

7 1 18 41

7 0 44 60

2 1 54 51

1 1 56 48

2 2 58 39

16 5 31 17

5 4 40 53

4 4 43 37

Oui, vous avez négocié vous-même avec le

détaillant/ fournisseur/ intermédiaire commercial

Yes, you negotiated with the retailer/ provider/ business transaction partner by yourself

Ja, Sie haben selbst mit dem Händler, Anbieter oder Geschäftspartner

verhandelt

EB78.2

Oui, vous avez formulé une réclamation au

détaillant/ fournisseur/ intermédiaire commercial

Yes, you made a complaint to the retailer/

provider/ business transaction partner

Ja, Sie haben sich beim Händler, Anbieter oder

Geschäftspartner beschwert

EB78.2

Oui, vous avez assigné une ou plusieurs

entreprises au tribunal

Yes, you took the business(es) concerned

to court

Ja, Sie haben das oder die beteiligte(n)

Unternehmen vor Gericht gebracht

EB78.2

Oui, vous avez assigné une ou plusieurs entreprises

devant un organe responsable pour la

résolution extrajudiciaire des litiges (MARC)

Yes, you took the business(es) concerned to

an out-of-court dispute settlement body (ADR)

Ja, Sie haben das oder die beteiligte(n) Unternehmen vor eine außergerichtliche

Schlichtungsstelle gebracht

EB78.2

QB4 Haben Sie aufgrund des/ der von Ihnen erlebten Problems/ Probleme eine oder mehrere der folgenden Maßnahmen ergriffen? (MEHRFACHNENNUNGEN MÖGLICH)

QB4 As a consequence of the problem(s) you encountered, did you take any of the following actions? (MULTIPLE ANSWERS POSSIBLE)

QB4 A la suite du ou des problèmes que vous avez rencontré(s), avez-vous pris l’une des mesures suivantes ? (PLUSIEURS REPONSES POSSIBLES)

T7

%

Total

BE

BG

CZ

D-W

DE

D-E

EE

IE

EL

ES

FR

IT

CY

LV

LT

LU

HU

MT

NL

AT

PL

PT

RO

SI

SK

FI

SE

UK

HR 7 46 0 54

8 12 2 86

4 16 0 84

3 29 0 71

1 28 0 72

6 33 2 65

7 35 17 48

0 21 3 75

9 16 0 84

5 9 0 91

14 8 0 92

16 10 0 90

6 32 0 68

3 18 0 82

8 46 0 54

6 50 1 49

5 21 0 79

1 25 0 75

5 23 0 77

10 27 3 70

2 35 0 65

6 36 0 64

10 34 0 66

1 15 0 85

0 18 0 82

0 19 0 81

2 17 0 83

2 37 0 63

9 20 0 80

6 20 1 79

Total 'Oui'

Total 'Yes'

Gesamt 'Ja'

EB78.2

NSP

DK

WN

EB78.2

Non, vous n’avez rien fait

No, you did not do anything

Nein, Sie haben keine dieser Maßnahmen

ergriffen

EB78.2

Oui, une organisation de consommateurs ou une association

professionnelle vous a aidé à négocier avec le détaillant/ fournisseur/

intermédiaire commercial

Yes, you negotiated with the retailer/ provider/ business transaction partner

with the assistance of a consumer organisation or a professional

association

Ja, Sie haben selbst mit dem Händler, Anbieter oder Geschäftspartner

verhandelt und wurden dabei von einer Verbraucherschutzorganisation

oder einem Berufsverband unterstützt

EB78.2

QB4 A la suite du ou des problèmes que vous avez rencontré(s), avez-vous pris l’une des mesures suivantes ? (PLUSIEURS REPONSES POSSIBLES)QB4 As a consequence of the problem(s) you encountered, did you take any of the following actions? (MULTIPLE ANSWERS POSSIBLE)QB4 Haben Sie aufgrund des/ der von Ihnen erlebten Problems/ Probleme eine oder mehrere der folgenden Maßnahmen ergriffen? (MEHRFACHNENNUNGEN MÖGLICH)

T8

%

Total

BE

BG

CZ

D-W

DE

EE

IE

EL

ES

FR

IT

CY

LV

LT

LU

HU

MT

NL

AT

PL

PT

RO

SI

SK

FI

SE

UK

HR 034 21 16 29

0

23 23 0 54 0

0 100 0 0

0

0 0 0 64 36

49 0 51 0

0

66 0 0 34 0

100 0 0 0

0

0 69 0 31 0

71 29 0 0

0

34 15 51 0 0

19 0 0 81

0

0 100 0 0 0

0 100 0 0

0

0 0 0 100 0

66 34 0 0

0

50 0 0 50 0

49 0 0 51

0

22 38 22 18 0

0 0 0 100

0

16 25 0 59 0

19 0 0 81

41

0 59 24 0 17

0 0 0 59

0

100 0 0 0 0

100 0 0 0

41

67 0 33 0 0

59 0 0 0

1

44 0 0 56 0

30 22 5 42

NSP

DK

WN

EB78.2

La procédure est toujours en cours

(SPONTANE)

Das Verfahren läuft noch

(SPONTAN)

EB78.2

Un compromis (SPONTANE)

A compromise (SPONTANEOUS)

Es wurde ein Kompromiss/

Vergleich geschlossen (SPONTAN)

EB78.2

Das Gericht entschied zu

Ihren Ungunsten

EB78.2

Le jugement vous a été favorable

The court ruled in your favour

Das Gericht entschied zu

Ihren Gunsten

EB78.2

QB5 En pensant à la dernière fois que vous avez assigné une entreprise devant un tribunal, quel en a été le résultat ?

QB5 Thinking about the last time you took a business to court, what was the outcome?

QB5 Wenn Sie an das letzte Mal denken, als Sie ein Unternehmen vor Gericht gebracht haben: Was war das Ergebnis?

Le jugement vous a été défavorable

The court ruled against you

The case is still on-going

(SPONTANEOUS)

T9

%

Total

BE

BG

CZ

D-W

DE

IE

EL

ES

IT

CY

LV

LT

NL

AT

PL

RO

SI

SK

UK

HR 68 0 320 32 0 0

100

100 0 0 0 0 0 100

51 49 0 0

0 038 0

0 0

62

0 100 0 0 0 0 100

62 0

78

0 100 0 0 0 0 100

18 60 0 0

0 10 0

22 0

100

100 0 0 0 0 0 100

53 47

100

0 0 100 0 0 0 0

100 0 0 0

0 00 0

0 0

100

0 100 0 0 0 0 100

0 100

100

0 100 0 0 0 0 100

100 0 0 0

0 00 0

0 0

100

0 100 0 0 0 0 100

0 100

100

100 0 0 0 0 0 100

41 59 0 0

1 02 0

0 0

97

71 29 0 0 0 0 100

23 74

Total 'Oui'

Total 'Yes'

Gesamt 'Ja'

EB78.2

NSP

DK

WN

EB78.2

Non, le jugement n’a pas été

correctement exécuté dans un

autre Etat membre de l’UE

No, the judgement was not successfully implemented in

another EU Member State

Nein, das Urteil wurde in einem

anderen EU-Mitgliedstaat nicht

erfolgreich umgesetzt

EB78.2

Oui, le jugement a été

correctement exécuté dans un

autre Etat membre de l’UE

Yes, the judgement was

successfully implemented in

another EU Member State

Ja, das Urteil wurde in einem

anderen EU-Mitgliedstaat erfolgreich umgesetzt

EB78.2

Nein, das Urteil wurde in

(UNSEREM LAND) nicht erfolgreich umgesetzt

EB78.2

Oui, le jugement a été

correctement exécuté en

(NOTRE PAYS)

Yes, the judgement was

successfully implemented in (OUR COUNTRY)

Ja, das Urteil wurde in

(UNSEREM LAND) erfolgreich

umgesetzt

EB78.2

Oui, l’autre partie a payé

de son plein gré

Yes, the other party paid voluntarily

Ja, die andere Partei hat

freiwillig bezahlt

EB78.2

QB6 Vous avez indiqué que la dernière fois que vous avez assigné une entreprise devant un tribunal, le jugement vous a été favorable. L’exécution du jugement s’est-elle déroulée correctement ou non ? QB6 You said that the last time you took a business to court, the decision was ruled in your favour. Was the judgement successfully implemented or not? QB6 Das letzte Mal, als Sie ein anderes Unternehmen vor Gericht brachten, wurde also zu Ihren Gunsten entschieden. Wurde das Urteil erfolgreich umgesetzt oder nicht?

Non, le jugement n’a pas été

correctement exécuté en

(NOTRE PAYS)

No, the judgement was not successfully implemented in (OUR COUNTRY)

T10

%

Total

BE

BG

CZ

D-W

DE

D-E

EE

IE

EL

ES

FR

IT

CY

LV

LT

LU

HU

MT

NL

AT

PL

PT

RO

SI

SK

FI

SE

UK

HR

2

8 35 20 22 1 5 10

6 54 9 16

2 017 12

11 3

2

9 51 17 16 1 0 5

11 56

3

11 43 22 12 1 1 10

17 34 19 19

0 012 7

2 7

12

35 19 4 6 0 0 36

7 63

4

9 64 4 12 1 6 5

18 51 22 5

2 011 7

0 0

8

17 53 14 10 2 1 3

5 67

4

13 51 11 12 0 4 10

21 44 21 6

8 610 19

2 2

11

22 44 12 11 0 4 7

11 35

6

23 58 7 10 0 2 0

24 55 8 0

2 223 6

3 1

2

11 61 14 8 2 1 5

4 62

4

4 59 14 3 0 0 21

21 47 10 11

0 49 17

2 4

9

9 44 20 20 3 0 4

6 55

8

10 48 16 17 0 1 8

11 47 18 17

0 119 12

0 0

11

60 32 4 1 0 0 3

18 39

3 2 5

17 54 13 11 1 0 5

12 54 13 11

NSP

DK

WN

EB78.2

Refus

Refusal

Ablehnung

EB78.2

Pas pertinent

Not Relevant

Pas pertinent

EB78.2

3+

EB78.2

2

2

EB78.2

1

EB78.2

Aucun

None

Keiner

EB78.2

QB7a En pensant aux problèmes que vous avez rencontrés au cours des 12 derniers mois, combien portaient sur moins de 2.000 euros ? (QUESTION OUVERTE)QB7a Thinking about any problem you have encountered in the last 12 months, how many were under 2.000 euros? (OPEN ENDED QUESTION)QB7a Wenn Sie an die Streitigkeiten denken, mit denen Sie sich in den letzten 12 Monaten auseinandersetzen mussten, bei wie vielen davon ging es um einen Wert von unter 2.000 Euro? NICHT BEEINFLUSSEN

1 3+

T11

%

Total

BE

BG

CZ

D-W

DE

D-E

EE

IE

EL

ES

FR

IT

CY

LV

LT

LU

HU

MT

NL

AT

PL

PT

RO

SI

SK

FI

SE

UK

HR

3

78 9 2 1 1 4 5

64 17 1 0

0 12 2

12 3

1

70 20 3 3 1 0 3

84 10

5

90 5 2 0 1 0 2

66 11 1 7

3 84 3

2 8

7

59 2 0 3 0 0 36

65 10

3

34 35 1 3 0 19 8

74 18 1 3

0 00 0

0 1

4

80 12 3 0 1 1 3

85 11

0

73 10 1 4 0 4 8

66 19 7 6

3 31 2

1 1

8

87 6 1 1 0 2 3

79 4

15

74 18 2 0 0 3 3

64 16 3 0

2 24 1

0 1

2

82 12 2 1 1 1 1

78 11

3

70 16 4 0 0 0 10

77 11 2 3

0 43 0

0 4

12

80 6 2 6 1 1 4

70 11

11

62 19 4 2 0 1 12

60 21 5 3

0 140 0

0 0

3

92 2 0 0 0 1 5

80 3

3 3 5

63 23 4 3 1 1 5

71 15 2 1

NSP

DK

WNEB

78.2

Refus

Refusal

AblehnungEB

78.2

Pas pertinent

Not Relevant

Pas pertinentEB

78.2

3+EB

78.2

2

2EB

78.2

1EB

78.2

Aucun

None

KeinerEB

78.2

QB7b En pensant aux problèmes que vous avez rencontrés au cours des 12 derniers mois, combien portaient sur 2.000 euros ou plus ? (QUESTION OUVERTE)QB7b Thinking about any problems you’ve encountered in the last 12 months, how many were 2.000 euros or more? (OPEN ENDED QUESTION)QB7b Wenn Sie an die Streitigkeiten denken, mit denen Sie sich in den letzten 12 Monaten auseinandersetzen mussten, bei wie vielen davon ging es um einen Wert von 2.000 Euro oder mehr? NICHT BEEINFLUSSEN

1 3+

T12

%

Total

BE

BG

CZ

D-W

DE

D-E

EE

IE

EL

ES

FR

IT

CY

LV

LT

LU

HU

MT

NL

AT

PL

PT

RO

SI

SK

FI

SE

UK

HR 8 44 4821 23 19 29

34

31 29 21 13 6 60 34

37 27 25 9

6 5221 21

2 64

42

15 33 31 18 3 48 49

22 30

38

16 23 27 28 6 39 55

15 23 19 19

12 5622 10

24 38

32

14 26 27 22 11 40 49

20 36

44

28 34 18 13 7 62 31

26 27 28 16

7 4819 26

3 53

45

14 24 25 32 5 38 57

21 27

40

20 24 30 23 3 44 53

27 25 17 23

3 3515 47

8 52

62

19 29 25 21 6 48 46

18 17

38

23 23 19 21 14 46 40

31 26 17 21

3 3628 33

5 57

61

22 19 22 28 9 41 50

13 23

50

25 28 23 14 10 53 37

20 24 23 27

5 6816 11

6 44

27

36 23 24 14 3 59 38

44 24

35

46 24 15 10 5 70 25

29 28 21 14

2 5623 19

8 57

42

14 17 22 36 11 31 58

30 26

Gesamt 'Nein'

EB78.2

28 26 20 18 8 54 38

WN

EB78.2

Total 'Oui'

Total 'Yes'

Gesamt 'Ja'

EB78.2

Nein, wahrscheinlich

nichtEB

78.2

Non, certainement

pas

No, definitely not

Nein, sicher nicht

EB78.2

Ja, auf jeden Fall

EB78.2

Oui, probablement

Yes, probably

Ja, wahrscheinlich

EB78.2

Oui, certainement

Non, probablement

pasNSP Total 'Non'

Yes, definitely No, probably not DK Total 'No'

QB8.1 Seriez-vous prêt(e) à aller devant un tribunal situé en (NOTRE PAYS) pour un désaccord/ litige portant sur un montant inférieur à 2.000 euros vous opposant à un détaillant, un fournisseur ou un intermédiaire commercial basé … ? En (NOTRE PAYS)QB8.1 Would you be willing to go to court in (OUR COUNTRY) over a disagreement/ dispute for under 2.000 euros with a retailer, provider or business transaction partner located…? In (OUR COUNTRY)QB8.1 Wären Sie bereit, wegen einer Streitigkeit mit einem Händler, Anbieter oder Geschäftspartner, bei der es um einen Wert von unter 2.000 Euro geht, in (UNSEREM LAND) vor Gericht zu ziehen, wenn der Händler, Anbieter oder Geschäftspartner seinen Sitz in … hat? (UNSEREM LAND)

T13

%

Total

BE

BG

CZ

D-W

DE

D-E

EE

IE

EL

ES

FR

IT

CY

LV

LT

LU

HU

MT

NL

AT

PL

PT

RO

SI

SK

FI

SE

UK

HR 9 37 5417 20 21 33

53

16 20 31 25 8 36 56

18 25 38 15

8 3527 30

4 43

57

5 20 35 36 4 25 71

10 25

47

9 17 29 39 6 26 68

9 16 22 25

15 4128 16

28 25

44

7 22 30 29 12 29 59

12 29

66

14 27 29 23 7 41 52

12 17 35 31

10 2927 34

5 29

61

5 13 28 49 5 18 77

12 17

49

12 20 32 33 3 32 65

19 21 21 28

3 2412 61

11 40

73

14 23 29 26 8 37 55

13 11

61

15 21 22 26 16 36 48

15 17 26 35

3 2229 46

7 32

75

12 14 24 39 11 26 63

7 15

63

16 25 29 21 9 41 50

11 19 28 35

6 4628 20

7 30

48

17 23 29 27 4 40 56

22 24

53

24 25 27 17 7 49 44

15 24 29 24

3 3929 29

8 39

58

8 11 26 43 12 19 69

18 21

Gesamt 'Nein'

EB78.2

15 21 27 27 10 36 54

WN

EB78.2

Total 'Oui'

Total 'Yes'

Gesamt 'Ja'

EB78.2


nichtEB

78.2

Non, certainement

pas

No, definitely not

Nein, sicher nicht

EB78.2

Ja, auf jeden Fall

EB78.2

Oui, probablement

Yes, probably

Ja, wahrscheinlich

EB78.2

Oui, certainement

Non, probablement

pasNSP Total 'Non'

Yes, definitely No, probably not DK Total 'No'

QB8.2 Seriez-vous prêt(e) à aller devant un tribunal situé en (NOTRE PAYS) pour un désaccord/ litige portant sur un montant inférieur à 2.000 euros vous opposant à un détaillant, un fournisseur ou un intermédiaire commercial basé … ? Dans un autre Etat membre de l'UEQB8.2 Would you be willing to go to court in (OUR COUNTRY) over a disagreement/ dispute for under 2.000 euros with a retailer, provider or business transaction partner located…? In another EU Member StateQB8.2 Wären Sie bereit, wegen einer Streitigkeit mit einem Händler, Anbieter oder Geschäftspartner, bei der es um einen Wert von unter 2.000 Euro geht, in (UNSEREM LAND) vor Gericht zu ziehen, wenn der Händler, Anbieter oder Geschäftspartner seinen Sitz in … hat? Einem anderen EU-Mitgliedstaat

T14

%

Total

BE

BG

CZ

D-W

DE

D-E

EE

IE

EL

ES

FR

IT

CY

LV

LT

LU

HU

MT

NL

AT

PL

PT

RO

SI

SK

FI

SE

UK

HR

66

18 21 21 31 9 39 52

10 17 40 26

2 2238 38

7 27

76

10 18 46 22 4 28 68

4 18

71

9 25 28 27 11 34 55

9 15 33 38

12 2828 32

5 24

60

9 15 19 28 29 24 47

5 23

54

12 32 28 14 14 44 42

12 24 29 25

5 1426 55

10 36

81

7 13 33 41 6 20 74

4 10

72

11 19 24 36 10 30 60

10 14 31 41

8 3431 27

4 24

58

15 22 21 31 11 37 52

11 23

48

9 13 12 64 2 22 76

15 20 23 25

12 2524 39

17 35

63

11 16 28 39 6 27 67

11 14

56

7 15 33 42 3 22 75

12 21 29 27

8 2527 40

11 33

67

8 19 31 34 8 27 65

9 16

54

13 21 30 27 9 34 57

14 22 31 23

11 1937 33

10 36

70

10 23 33 25 9 33 58

8 11

11 30 59

14 18 32 33 3 32 65

11 19 29 30

Total 'Non'

Total 'No'

Gesamt 'Nein'

EB78.2

Total 'Oui'

Total 'Yes'

Gesamt 'Ja'

EB78.2

NSP

DK

WN

EB78.2

Nein, sicher nicht

EB78.2

Non, probablement

pas

No, probably not


nichtEB

78.2

Ja, wahrscheinlich

EB78.2

Oui, certainement

Yes, definitely

Ja, auf jeden Fall

EB78.2

QB9 Et seriez-vous prêt(e) à aller devant un tribunal situé dans un autre Etat membre de l’UE pour un désaccord/ litige portant sur un montant total inférieur à 2.000 euros vous opposant à un détaillant, un fournisseur ou un intermédiaire commercial ? QB9 And would you be willing to go to court in another EU Member State over a disagreement/ dispute for under 2.000 euros with a retailer, provider or business transaction partner? QB9 Und wären Sie bereit, wegen einer Streitigkeit mit einem Händler, Anbieter oder Geschäftspartner, bei der es um einen Wert von unter 2.000 Euro geht, in einem anderen EU-Mitgliedstaat vor Gericht zu ziehen?

Oui, probablement

Yes, probably

Non, certainement

pas

No, definitely not

T15

%

Total

BE

BG

CZ

D-W

DE

D-E

EE

IE

EL

ES

FR

IT

CY

LV

LT

LU

HU

MT

NL

AT

PL

PT

RO

SI

SK

FI

SE

UK

HR

62 38

51 49

50 50

65 35

43 57

55 45

43 57

41 59

64 36

61 39

41 59

56 44

47 53

50 50

52 48

57 43

49 51

37 63

43 57

59 41

58 42

39 61

60 40

48 52

72 28

70 30

33 67

60 40

56 44

59 41

Total 'Volonté de ne pas aller devant le tribunal

pour moins de 2000 EUR'

Total 'Not willing to go to court for less than 2000

EUR'

Gesamt 'Nicht bereit dazu, für weniger als

2000 Euro vor Gericht zu ziehen'

EB78.2

Total 'Volonté d'aller devant le tribunal pour moins de 2000 EUR'

Total 'Willing to go to court for less than

2000 EUR'

Gesamt 'Bereit dazu, für weniger als 2000 Euro vor Gericht zu

ziehen'

EB78.2

QB8&9 - Volonté d'aller devant le tribunal pour un litige portant sur moins de 2000 EUR

QB8&9 - Willingness to go to court for less than 2000 EURQB8&9 - Bereit, wegen weniger als 2000 EUR vor Gericht zu gehen

T16

%

Total

BE

BG

CZ

D-W

DE

D-E

EE

IE

EL

ES

FR

IT

CY

LV

LT

LU

HU

MT

NL

AT

PL

PT

RO

SI

SK

FI

SE

UK

HR

7

30 25 3 14 3 11 6 0 9

2 9 20 120 20 2 18

5

19 29 27 0 5 9 4 0 7

10 9 2 125 26 18 3

8

20 19 20 2 5 9 14 1 11

8 9 14 112 21 23 3

18

13 12 18 5 6 8 10 1 28

5 9 6 216 19 22 3

9

40 20 3 9 2 2 12 1 11

4 7 17 018 19 23 3

9

16 21 22 5 6 9 12 1 7

7 3 11 19 26 29 4

5

39 17 7 1 7 0 4 1 24

14 14 2 014 21 27 5

4

48 13 8 6 0 4 10 1 11

1 8 10 337 20 16 2

18

10 24 39 7 6 4 8 1 2

5 1 9 115 17 18 6

12

12 17 23 3 9 12 12 0 11

9 8 6 015 15 29 6

5

11 24 27 8 7 8 9 0 7

9 11 4 019 23 27 2

8

24 23 24 3 9 7 4 1 6

7 11 3 022 23 22 3

6

26 24 18 2 7 9 6 0 6

7 9 7 027 24 18 2

13

23 22 13 5 6 5 15 2 8

2 2 14 131 23 13 2

11

13 22 25 7 8 12 5 0 8

6 9 11 121 20 17 6

Pas pertinent

EB78.2

NSP

DK

WN

EB78.2

Refus

Refusal

Ablehnung

EB78.2

1.200-1.599 EUR

1.200-1.599 EUR

1.200-1.599 EUREB

78.2

Cela dépend

It depens

Cela dépend

EB78.2

Pas pertinent

Not Relevant

QB10a Quel est le montant minimum à partir duquel vous seriez prêt(e) à porter devant un tribunal situé en (NOTRE PAYS) un désaccord/ litige vous opposant à un détaillant, un fournisseur ou un intermédiaire commercial basé en (NOTRE PAYS) ? (QUESTION OUVERTE)QB10a What would be the minimum amount for which you would be willing to go to court in (OUR COUNTRY) over a disagreement/ dispute with a retailer, provider or business transaction partner located in (OUR COUNTRY)? (OPEN ENDED QUESTION)

800-1199 EUR

800-1199 EUR

800-1199 EUREB

78.2

400-799 EUR

400-799 EUR

400-799 EUREB

78.2

QB10a Wie hoch müsste der Betrag mindestens sein, wegen dem Sie bereit wären, in (UNSEREM LAND) wegen einer Streitigkeit mit einem Händler, Anbieter oder Geschäftspartner, der seinen Sitz in (UNSEREM LAND) hat, vor Gericht zu ziehen?

1-399EUR

1-399 EUR1-399 EUREB

78.2

1.600-2.000 EUR

1.600-2.000 EUR

1.600-2.000 EUREB

78.2

T17

%

Total

BE

BG

CZ

D-W

DE

D-E

EE

IE

EL

ES

FR

IT

CY

LV

LT

LU

HU

MT

NL

AT

PL

PT

RO

SI

SK

FI

SE

UK

HR

5

27 25 4 13 5 12 4 0 10

3 10 25 120 17 3 17

7

16 28 27 0 5 13 4 0 7

10 11 6 019 26 19 2

9

20 17 21 3 5 9 15 2 7

8 16 15 112 17 22 2

15

11 9 17 2 9 16 11 2 23

4 8 4 213 26 26 3

7

36 22 5 7 3 1 10 1 14

4 4 17 122 20 23 3

4

15 28 21 4 5 9 10 0 8

9 6 16 06 23 34 2

6

36 18 9 1 10 0 2 1 23

10 14 3 111 22 27 6

5

39 12 11 8 1 4 9 1 14

1 9 12 232 19 18 2

18

5 31 39 8 5 3 6 1 2

6 1 8 014 24 17 4

12

11 15 28 3 9 13 12 1 9

8 10 6 014 15 28 6

5

9 26 29 5 7 10 8 0 5

11 13 8 018 16 27 1

8

24 20 31 1 9 7 2 0 6

9 7 6 016 20 29 3

6

24 21 21 2 10 8 7 0 6

10 8 7 026 21 20 2

14

19 22 12 3 8 7 23 1 5

1 2 11 031 23 13 4

10

11 22 24 8 10 11 6 0 8

7 9 11 120 20 18 5

Pas pertinent

EB78.2

NSP

DK

WN

EB78.2

Refus

Refusal

Ablehnung

EB78.2

1.200-1.599 EUR

1.200-1.599 EUR

1.200-1.599 EUREB

78.2

Cela dépend

It depens

Cela dépend

EB78.2

Pas pertinent

Not Relevant

QB10b Quel est le montant minimum à partir duquel vous seriez prêt(e) à porter devant un tribunal situé en (NOTRE PAYS) un désaccord/ litige vous opposant à un détaillant, un fournisseur ou un intermédiaire commercial basé dans un autre Etat membre de l’UE ? (QUESTION OUVERTE)

QB10b What would be the minimum amount for which you would be willing to go to court in (OUR COUNTRY) over a disagreement/ dispute with a retailer, provider or business transaction partner located in another EU Member State? (OPEN ENDED QUESTION)

800-1199 EUR

800-1199 EUR

800-1199 EUREB

78.2

400-799 EUR

400-799 EUR

400-799 EUREB

78.2

QB10b Wie hoch müsste der Betrag mindestens sein, wegen dem Sie bereit wären, in (UNSEREM LAND) wegen einer Streitigkeit mit einem Händler, Anbieter oder Geschäftspartner, der seinen Sitz in einem anderen EU-Mitgliedstaat hat, vor Gericht zu ziehen?

1-399 EUR1-399 EUR1-399 EUREB

78.2

1.600-2.000 EUR

1.600-2.000 EUR

1.600-2.000 EUREB

78.2

T18

%

Total

BE

BG

CZ

D-W

DE

D-E

EE

IE

EL

ES

FR

IT

CY

LV

LT

LU

HU

MT

NL

AT

PL

PT

RO

SI

SK

FI

SE

UK

HR

7

23 25 6 16 5 10 6 0 9

2 7 29 116 15 20 3

8

16 24 30 0 9 11 5 0 4

12 7 4 115 26 26 2

12

14 17 22 4 6 9 17 1 11

9 11 17 110 16 21 3

15

11 12 16 9 4 12 12 1 22

3 9 4 115 24 27 3

6

31 19 5 11 2 1 14 1 15

6 5 18 115 24 21 4

10

15 20 24 5 8 10 11 0 6

9 14 9 02 15 33 8

8

27 17 9 4 12 1 3 0 27

8 18 2 013 21 23 7

5

36 12 13 9 1 4 8 1 16

2 7 12 329 22 16 3

19

6 25 41 5 7 5 7 0 3

7 1 7 113 20 19 4

17

13 13 22 4 9 11 16 1 11

14 11 5 08 11 28 6

8

7 22 25 5 13 12 9 0 6

10 10 10 118 16 26 2

8

20 19 29 2 9 9 2 0 8

12 4 5 011 25 32 4

7

23 24 23 2 8 4 8 0 7

8 5 9 025 24 21 2

17

15 18 12 5 9 7 25 1 6

3 3 11 025 26 11 3

12

9 18 22 10 15 11 6 0 9

7 7 12 117 18 19 5

Pas pertinent

EB78.2

NSP

DK

WN

EB78.2

Refus

Refusal

Ablehnung

EB78.2

1.200-1.599 EUR

1.200-1.599 EUR

1.200-1.599 EUREB

78.2

Cela dépend

It depens

Cela dépend

EB78.2

Pas pertinent

Not Relevant

QB11 Quel est le montant minimum à partir duquel vous seriez prêt(e) à porter devant un tribunal situé dans un autre Etat membre de l’UE, un désaccord/ litige vous opposant à un détaillant, un fournisseur ou un intermédiaire commercial ? (QUESTION OUVERTE)QB11 What would be the minimum amount for which you would be willing to go to court in another EU Member State over a disagreement/ dispute with a retailer, provider or business transaction partner? (OPEN ENDED QUESTION)

800-1199 EUR

800-1199 EUR

800-1199 EUREB

78.2

400-799 EUR

400-799 EUR

400-799 EUREB

78.2

QB11 Wie hoch müsste der Betrag mindestens sein, wegen dem Sie bereit wären, in einem anderen EU-Mitgliedstaat wegen einer Streitigkeit mit einem Händler, Anbieter oder Geschäftspartner vor Gericht zu ziehen?

1-399 EUR1-399 EUR1-399 EUREB

78.2

1.600-2.000 EUR

1.600-2.000 EUR

1.600-2.000 EUREB

78.2

T19

%

Total

BE

BG

CZ

D-W

DE

D-E

EE

IE

EL

ES

FR

IT

CY

LV

LT

LU

HU

MT

NL

AT

PL

PT

RO

SI

SK

FI

SE

UK

HR

69 26 5

63 28 9

74 23 3

84 14 2

58 32 10

64 28 8

52 34 14

45 17 38

63 24 13

67 23 10

60 32 8

73 24 3

65 30 5

58 31 11

65 24 11

63 26 11

50 29 21

60 34 6

61 27 12

70 25 5

61 28 11

64 30 6

71 21 8

65 30 5

73 17 10

73 17 10

48 36 16

70 21 9

64 25 11

75 23 2

WNEB

78.2

NonNo

NeinEB

78.2

OuiYesJaEB

78.2

QB12 Si vous receviez une aide juridique gratuite, dans quelle mesure seriez-vous susceptible d’aller devant un tribunal pour un désaccord/ litige QB12 If you get free legal assistance would you be more likely or not to go to court over a disagreement/ dispute for under 2.000 euros? QB12 Würden Sie wegen einer Streitigkeit, bei der es um einen Wert von unter 2.000 Euro geht, mit höherer Wahrscheinlichkeit vor Gericht ziehen

NSPDK

T20

%

Total

BE

BG

CZ

D-W

DE

D-E

EE

IE

EL

ES

FR

IT

CY

LV

LT

LU

HU

MT

NL

AT

PL

PT

RO

SI

SK

FI

SE

UK

HR

2 24

35 37 12 8 4 23

25 37 28 11

7 10

34 45 30 26 5 9

22 52 33 14

20 14

23 44 17 17 3 23

26 32 20 12

1 33

31 31 7 6 3 42

45 23 10 9

9 24

26 43 19 13 3 26

25 44 17 14

4 31

19 36 36 14 7 14

23 37 19 5

9 19

40 33 12 12 2 25

39 31 16 5

1 31

31 30 15 10 4 28

18 35 17 14

2 1

41 55 20 8 6 13

28 32 16 7

5 21

36 29 22 11 4 27

49 39 19 11

1 23

50 43 18 8 2 14

32 33 27 8

4 27

32 38 29 19 3 27

25 38 15 16

7 24

27 42 16 17 6 25

27 42 16 17

2 36

30 31 14 17 1 26

36 41 11 7

4 25

38 34 31 15 10 13

31 37 20 12

WN

EB78.2

Autre (SPONTANE)

Other (SPONTANEOUS)

Sonstiges (SPONTAN)

EB78.2

Offizielle ("vereidigte")

Übersetzungen zu niedrigen Preisen online zu erhalten

EB78.2

Entamer vous-même des

poursuites via Internet

To carry out the

proceedings on line

Das Verfahren online

durchführen zu können

EB78.2

Das Verfahren ausschließlich

schriftlich durchführen zu können, ohne persönlich vor

Gericht erscheinen zu müssen

EB78.2


poursuites sans avoir l’obligation de

faire appel à un avocat

To carry out proceedings

without necessity of instructing a

lawyer by yourself

Das Verfahren selbst durchführen zu können, ohne

einen Anwalt beauftragen zu

müssen

EB78.2

QB13 Si vous deviez avoir un désaccord/ litige avec un détaillant, un fournisseur ou un intermédiaire commercial basé dans un autre Etat membre de l’UE, quelles sont, parmi les suivantes, les propositions qui vous encourageraient à aller devant un tribunal en (NOTRE PAYS) ? La possibilité de … (PLUSIEURS REPONSES POSSIBLES)QB13 If you were to have a disagreement/ dispute with a retailer, provider or business transaction partner located in another EU Member State in the future, which of the following would encourage you to go to court in (OUR COUNTRY)? The ability … (MULTIPLE ANSWERS POSSIBLE)QB13 Wenn Sie in Zukunft eine Streitigkeit mit einem Händler, Anbieter oder Geschäftspartner mit Sitz in einem anderen EU-Mitgliedstaat haben würden, welche der folgenden Möglichkeiten würde Sie darin bestärken, in (UNSEREM LAND) vor Gericht zu ziehen? (MEHRFACHNENNUNGEN MÖGLICH)

Entamer vous-même des poursuites

uniquement par la poste, sans avoir à

se rendre physiquement au

tribunal

To carry out the proceedings only in

writing, without physically going to

court

Obtenir des traductions via Internet à des

prix réduits

To get formal ("sworn")

translations online at low cost

NSP

DK

T21

%

Total

BE

BG

CZ

D-W

DE

D-E

EE

IE

EL

ES

FR

IT

CY

LV

LT

LU

HU

MT

NL

AT

PL

PT

RO

SI

SK

FI

SE

UK

HR

25

34 36 12 8 18 4 21

19 33 28 9

47 831 13

25 3

9

25 39 30 22 46 3 10

15 42

13

20 40 19 15 27 3 20

23 30 20 14

15 110 7

23 19

32

28 30 8 5 5 2 45

44 24

19

23 37 21 14 21 2 25

22 39 19 15

2 230 5

34 8

36

12 27 37 14 27 7 16

15 31

17

37 32 12 10 23 2 21

30 31 15 6

16 117 13

13 13

31

27 28 16 8 19 5 26

14 31

27

38 51 26 11 18 7 13

27 30 19 7

21 520 10

8 1

21

25 25 22 9 27 5 26

41 40

22

48 47 21 10 14 2 12

26 31 29 9

47 412 14

13 1

22

27 33 31 18 36 2 29

19 32

21

19 36 16 15 41 6 21

19 37 17 15

21 113 9

39 7

33

27 28 14 12 32 1 24

35 41

24 4 24

29 30 29 15 27 9 13

26 33 20 11

NSP

DK

WN

EB78.2

Autre (SPONTANE)

Other (SPONTANEOUS)

Sonstiges (SPONTAN)

EB78.2


poursuites en (LANGUE

D'INTERVIEW)

To carry out the proceedings in (LANGUAGE OF

THE INTERVIEW)

Das Verfahren in (DER

SPRACHE DER BEFRAGUNG)


EB78.2

Offizielle ("vereidigte")

Übersetzungen zu niedrigen

Preisen online zu erhalten

EB78.2


poursuites via Internet

To carry out the

proceedings on line

Das Verfahren online


EB78.2

Das Verfahren ausschließlich

schriftlich durchführen zu können, ohne persönlich vor

Gericht erscheinen zu müssen

EB78.2


poursuites sans avoir l’obligation de faire appel à

un avocat

To carry out proceedings

without necessity of instructing a

lawyer by yourself

Das Verfahren selbst

durchführen zu können, ohne einen Anwalt

beauftragen zu müssen

EB78.2

QB14 Si vous deviez avoir un désaccord/ litige avec un détaillant, un fournisseur ou un intermédiaire commercial basé dans un autre Etat membre de l’UE, quelles sont, parmi les suivantes, les propositions qui vous encourageraient à aller devant un tribunal situé dans un autre Etat membre de l’UE ? La possibilité de … (PLUSIEURS REPONSES POSSIBLES)QB14 If you were to have a disagreement/ dispute with a retailer, provider or business transaction partner located in another EU Member State in the future, which of the following would encourage you to go to court in another EU Member State? The ability... (MULTIPLE ANSWERS POSSIBLE)QB14 Wenn Sie in Zukunft eine Streitigkeit mit einem Händler, Anbieter oder Geschäftspartner mit Sitz in einem anderen EU-Mitgliedstaat haben würden, welche der folgenden Möglichkeiten würde Sie darin bestärken, in einem anderen EU-Mitgliedstaat vor Gericht zu ziehen? (MEHRFACHNENNUNGEN MÖGLICH)

Entamer vous-même des poursuites uniquement par

écrit, sans avoir à se rendre physiquement

au tribunal

To carry out the proceedings only in

writing, without physically going to

court

Demander et obtenir des

traductions via Internet à des

prix réduits

To get formal ("sworn")

translations online at low

cost

T22

%

Total

BE

BG

CZ

D-W

DE

D-E

EE

IE

EL

ES

FR

IT

CY

LV

LT

LU

HU

MT

NL

AT

PL

PT

RO

SI

SK

FI

SE

UK

HR

40

1 17 81 1 18

7 33 58 2

10

2 27 70 1 29

1 9 89 1

31

1 16 82 1 17

1 30 68 1

14

1 4 84 11 5

1 13 81 5

19

2 17 79 2 19

1 18 79 2

25

3 19 78 0 22

2 23 73 2

22

2 13 83 2 15

2 20 75 3

17

3 14 79 4 17

2 15 81 2

18

2 10 87 1 12

3 15 73 9

19

3 28 67 2 31

2 17 79 2

49

0 6 92 2 6

12 37 46 5

17

7 42 50 1 49

3 14 81 2

15

2 13 83 2 15

2 13 83 2

8

0 22 76 2 22

0 8 88 4

22

2 18 79 1 20

3 19 75 3

Total 'Oui'

Total 'Yes'

Gesamt 'Ja'

EB78.2

NSP

DK

WN

EB78.2

Nein, Sie haben noch nie davon

gehört

EB78.2

Oui, vous en avez entendu parler mais

ne l’avez jamais utilisée

Yes, you have heard about it but

never used it

Ja, Sie haben davon gehört, es aber noch nie genutzt

EB78.2

Oui, vous en avez entendu parler et

l’avez utilisée

Yes, you heard about it and used

it

Ja, Sie haben davon gehört und

dieses auch genutzt

EB78.2

QB15 Avez-vous déjà entendu parler d’une procédure simplifiée pour les petits litiges en (NOTRE PAYS)? QB15 Have you ever heard of a simplified procedure for small claims in (OUR COUNTRY) or not? QB15 Haben Sie schon einmal von einem vereinfachten Verfahren für geringfügige Forderungen in (UNSEREM LAND) gehört oder nicht?

Non, vous n’en avez pas entendu

parler

No, you have not heard about it

T23

%

Total

BE

BG

CZ

D-W

DE

D-E

EE

IE

EL

ES

FR

IT

CY

LV

LT

LU

HU

MT

NL

AT

PL

PT

RO

SI

SK

FI

SE

UK

HR

17

1 12 86 1 13

1 16 82 1

5

1 9 90 0 10

0 5 94 1

21

0 13 87 0 13

1 20 78 1

12

1 4 88 7 5

0 12 85 3

15

1 11 87 1 12

1 14 84 1

17

1 9 90 0 10

1 16 82 1

14

2 12 85 1 14

0 14 83 3

10

1 10 87 2 11

1 9 87 3

15

0 10 88 2 10

1 14 80 5

13

1 11 87 1 12

1 12 86 1

31

0 6 93 1 6

6 25 66 3

12

1 21 76 2 22

2 10 87 1

8

0 9 89 2 9

0 8 90 2

6

0 14 85 1 14

0 6 92 2

12

1 14 85 0 15

1 11 86 2

Total 'Oui'

Total 'Yes'

Gesamt 'Ja'

EB78.2

NSP

DK

WN

EB78.2

Nein, Sie haben noch nie davon

gehört

EB78.2

Oui, vous en aviez entendu parler, mais ne l’avez jamais utilisée

Yes, you have heard about it but

never used it

Ja, Sie haben davon gehört, aber noch nie

genutzt

EB78.2

Oui, vous en aviez entendu parler et l’avez

utilisée

Yes, you heard about it and used

it

Ja, Sie haben davon gehört

und dieses auch genutzt

EB78.2

QB16 Avant cette enquête, aviez-vous déjà entendu parler de la procédure européenne de règlement des petits litiges? QB16 Before this interview, have you ever heard of the European Small Claim Procedure or not? QB16 Haben Sie vor diesem Interview schon einmal vom 'Europäischen Verfahren für geringfügigeForderungen' gehört oder nicht?

Non, vous n’en aviez pas

entendu parler

No, you have not heard about it

T24

%

Total

BE

BG

CZ

D-W

DE

D-E

EE

IE

EL

ES

FR

IT

CY

LV

LT

LU

HU

MT

NL

AT

PL

PT

RO

SI

SK

FI

SE

UK

HR 8 4 6 18

73 3 3 0

6

5 7 4 7

296 12 17 5

5

10 4 13 26

174 8 3 3

6

10 4 3 15

63 6 1 5

20

6 3 5 13

2414 25 11 13

7

5 2 3 9

172 7 16 12

10

18 6 4 13

43 15 10 2

15

8 2 3 17

224 3 4 1

4

11 5 4 11

1316 28 12 4

21

3 3 0 12

813 6 0 1

6

8 0 1 20

94 9 8 5

9

9 3 1 20

248 14 9 3

7

5 5 2 17

154 2 3 2

5

5 4 6 30

3220 2 3 0

7

9 2 6 13

139 10 5 3

11

EB78.2

Through consumer organisations, advice

bodies

Von Verbraucherschutz-

organisationen, Beratungsein-

richtungen

EB78.2

Sur des sites Internet, des

blogs, des réseaux sociaux

Through Internet sites, blogs, social

networks

Auf Internetseiten, Blogs, sozialen

Netzwerken

EB78.2

Sur les pages Internet de la Commission européenne

On European Commission webpages

Auf den Webseiten der Europäischen Kommission

A lawyer/ office giving legal

advice

Ein Anwalt/ eine Anwaltskanzlei,

der/ die Sie rechtlich beraten

hat

EB78.2

QB17 How did you hear about it? (ROTATE – MULTIPLE ANSWERS POSSIBLE)

Par une autorité nationale ou

locale

Through national or local

authorities

Von nationalen oder lokalen Behörden

EB78.2

Par une association de consommateurs,

un organe de conseils

QB17 Wo haben Sie davon gehört? (ROTIEREN - MEHRFACHNENNUNGEN MÖGLICH)

QB17 Comment en aviez-vous entendu parler ? (ROTATION – PLUSIEURS REPONSES POSSIBLES)

Chez un avocat/ un conseiller

juridique

T25

%

Total

BE

BG

CZ

D-W

DE

D-E

EE

IE

EL

ES

FR

1 IT

CY

LV

LT

LU

HU

MT

NL

AT

PL

PT

RO

SI

SK

FI

SE

UK

HR 20 4 0

12 7 4

18 497

21 10 47

38 16 5

20 5 0

21 2620

26 11 27

22 0 3

20 4 4

36 3615

28 16 57

13 2 9

22 2 5

24 4217

13 7 62

13 3 4

34 5 3

11 4810

35 8 28

40 8 5

16 0 1

18 284

24 18 41

15 3 2

37 5 4

17 406

27 20 26

20 3 4

12 2 2

16 5212

20 14 45

11 4 2

16 3 0

43 248

18 3 25

18 8 2

18 2 5

15 4717

19 13 47

14 2 11

23 4 5

30 415

17 32 38

29 5 0

34 1 0

24 5022

35 12 41

30 1 2

29 1 3

24 4816

19 18 51

15 1 0

14 3 4

20 469

29 4 45

21 8 4

19 4 3

29 3313

20 11 42

DK

WN

EB78.2

Autre (SPONTANE)

Other (SPONTANEOUS)

Sonstiges (SPONTAN)

EB78.2

Through newspapers or

magazines

In Zeitungen oder

Zeitschriften

EB78.2

A la télévision

On television

Fernsehgerät

EB78.2

A la radio

On the radio

Radio

EB78.2

Par des amis/ de la famille/ des collègues

Through friends/ family/

colleagues

Von Freunden/ Familie/ Kollegen

EB78.2

QB17 How did you hear about it? (ROTATE – MULTIPLE ANSWERS POSSIBLE)

QB17 Wo haben Sie davon gehört? (ROTIEREN - MEHRFACHNENNUNGEN MÖGLICH)

QB17 Comment en aviez-vous entendu parler ? (ROTATION – PLUSIEURS REPONSES POSSIBLES)

Dans des journaux ou

des magazinesNSP

T26

%

Total

BE

BG

CZ

D-W

DE

D-E

EE

IE

EL

ES

FR

IT

CY

LV

LT

LU

HU

MT

NL

AT

PL

PT

RO

SI

SK

FI

SE

UK

HR

7

19 25 43 0 13 44 43

14 53 0 7

0 6436 0

26 67

36

51 37 0 0 12 88 0

12 52

37

0 80 20 0 0 80 20

51 0 37 0

0 1000 0

12 51

0

22 15 0 0 63 37 0

33 67

17

21 64 0 0 15 85 0

48 35 17 0

0 1000 0

0 83

0

16 78 6 0 0 94 6

59 41

0

29 54 11 0 6 83 11

45 0 0 0

30 480 22

55 45

22

21 0 14 16 49 21 30

10 38

7

50 0 0 0 50 50 0

16 71 7 0

28 5814 0

6 87

14

20 21 14 0 45 41 14

14 44

8

52 48 0 0 0 100 0

12 41 4 4

0 6931 0

39 53

31

6 59 26 0 9 65 26

32 37

62

17 19 23 23 18 36 46

0 0 13 49

0 5248 0

38 0

48

0 100 0 0 0 100 0

0 52

20 67 13

28 50 10 12 0 78 22

18 49 9 4

Total 'Pas satisfait(e)'Total 'Not satisfied'

Gesamt 'Nicht zufrieden'

EB78.2

Total 'Satisfait(e)'

Total 'Satisfied'Gesamt

'Zufrieden'EB

78.2

NSP

DK

WN

EB78.2

Überhaupt nicht zufrieden

EB78.2

Plutôt pas satisfait(e)Not very satisfied

Nicht sehr zufrieden

EB78.2

Ziemlich zufrieden

EB78.2

Très satisfait(e)

Very satisfied

Sehr zufrieden

EB78.2

QB18 Dans l’ensemble, avez-vous été satisfait(e) ou pas par la procédure européenne de règlement des petits litiges ?

QB18 Overall were you satisfied or not with the European Small Claims Procedure?

QB18 Waren Sie insgesamt mit dem 'Europäischen Verfahren für geringfügige Forderungen' zufrieden oder nicht?

Plutôt satisfait(e)

Fairly satisfied

Pas du tout satisfait(e)Not at all satisfied

T27

%

Total

BE

BG

CZ

D-W

DE

D-E

EE

IE

EL

ES

FR

IT

CY

LV

LT

LU

HU

MT

NL

AT

PL

PT

RO

SI

SK

FI

SE

UK

HR

7

0 64 25 11 0 64 36

14 64 0 7

12 520 36

15 78

36

51 34 15 0 0 85 15

0 52

38

17 63 0 0 20 80 0

0 50 38 0

0 6931 0

12 50

31

0 0 37 0 63 0 37

33 36

12

23 26 30 0 21 49 30

0 88 12 0

0 810 19

0 88

19

21 57 13 0 9 78 13

40 41

0

11 59 18 6 6 70 24

45 0 0 0

52 1818 12

55 45

30

37 0 31 15 17 37 46

0 18

12

50 0 0 0 50 50 0

15 73 0 12

14 720 14

0 88

14

0 21 0 20 59 21 20

0 72

16

0 100 0 0 0 100 0

18 28 9 7

15 630 22

38 46

22

16 44 16 5 19 60 21

0 63

36

0 34 6 22 38 34 28

0 0 13 23

52 480 0

64 0

0

0 100 0 0 0 100 0

0 48

20 63 17

26 37 0 37 0 63 37

11 52 6 11

Total 'Pas informé'

Total 'Not knowledgeable'

Gesamt 'Schlecht informiert'

EB78.2

Total 'Bien informé'

Total 'Knowledgeable'

Gesamt 'Gut informiert'

EB78.2

NSP

DK

WN

EB78.2

Überhaupt nicht informiert

EB78.2

Pas très bien informé

Not very well knowledgeable

Nicht sehr gut informiert

EB78.2

Ziemlich gut informiert

EB78.2

Très bien informé

Very knowledgeable

Sehr gut informiert

EB78.2

QB19 D'après vous, quel était le niveau d'information du tribunal au sujet de la procédure ? Le tribunal était …

QB19 How knowledgeable do you think the court was about the procedure?

QB19 Wie gut war Ihrer Ansicht nach das Gericht über das Verfahren informiert?

Assez bien informé

Fairly knowledgeable

Pas du tout informé

Not at all knowledgeable

T28

%

Total

BE

BG

CZ

D-W

DE

D-E

EE

IE

EL

ES

FR

IT

CY

LV

LT

LU

HU

MT

NL

AT

PL

PT

RO

SI

SK

FI

SE

UK

HR

0

0 39 11 12 38 39 23

13 61 0 0

48 4210 0

26 74

10

38 13 30 7 12 51 37

0 42

0

0 60 0 20 20 60 20

25 63 0 0

0 6931 0

12 88

31

0 15 22 0 63 15 22

33 36

20

0 64 15 0 21 64 15

32 48 20 0

0 1000 0

0 80

0

14 40 24 0 22 54 24

59 41

0

22 43 13 10 12 65 23

45 0 0 0

32 379 22

55 45

31

0 0 35 48 17 0 83

10 27

13

0 100 0 0 0 100 0

4 83 8 5

14 7115 0

0 87

15

0 21 0 20 59 21 20

28 43

12

0 52 48 0 0 52 48

19 24 10 2

22 699 0

45 43

9

16 42 13 10 19 58 23

22 47

49

18 25 28 0 29 43 28

13 0 49 0

0 1000 0

38 13

0

0 100 0 0 0 100 0

0 100

22 62 16

10 40 10 12 28 50 22

11 51 11 5

Total 'Difficile'

Total 'Difficult'

Gesamt 'Leicht'

EB78.2

Total 'Facile'

Total 'Easy'

Gesamt 'Schwierig'

EB78.2

NSP

DK

WN

EB78.2

Sehr schwierig

EB78.2

Plutôt difficile

Fairly difficult

Ziemlich schwierig

EB78.2

Ziemlich einfach

EB78.2

Très facile

Very easy

Sehr einfach

EB78.2

QB20 Etait-il facile ou difficile de remplir le formulaire ?

QB20 How easy or difficult was it to fill in the application form?

QB20 Wie einfach oder schwierig war es, das Klageformblatt auszufüllen?

Plutôt facile

Fairly easy

Très difficile

Very difficult

T29

%

Total

BE

BG

CZ

D-W

DE

D-E

EE

IE

EL

ES

FR

IT

CY

LV

LT

LU

HU

MT

NL

AT

PL

PT

RO

SI

SK

FI

SE

UK

HR

29

25 0 0 75 0 25 25

13 16 7 48

0 8820 12

16 36

69

0 36 0 53 12 36 36

59 10

38

0 60 20 20 0 80 60

27 11 50 0

0 1000 0

12 88

100

0 16 20 40 25 35 16

33 67

89

28 0 0 57 15 28 28

34 66 18 0

0 610 39

0 100

61

0 65 0 35 0 65 65

0 61

0

17 38 11 28 6 66 56

0 0 0 45

21 280 51

55 0

28

0 31 13 56 0 44 31

10 18

83

0 50 0 50 0 50 50

18 71 22 0

14 2914 57

0 100

15

0 0 0 44 56 0 0

0 15

22

0 100 0 0 0 100 100

11 13 4 49

0 500 50

27 24

50

7 31 0 48 14 38 38

0 50

49

0 50 0 43 7 50 50

0 49 0 36

0 1000 0

15 49

100

62 38 0 0 0 100 100

52 48

14 54 46

0 54 0 34 12 54 54

11 36 10 32

Total 'A demandé et

reçu de l'aide'

Total 'Sought and received

help'

Gesamt 'Hilfe gesucht und

erhalten'

EB78.2

Total 'A demandé de

l'aide'

Total 'Sought help'

Gesamt 'Hilfe gesucht'

EB78.2

NSP

DK

WN

EB78.2

Nein

EB78.2

Oui, mais vous n’en avez pas

reçu

Yes, but you did not receive it

Ja, aber Sie haben keine

Unterstützung bekommen

EB78.2

Ja, und Sie haben von

jemand anderem Unterstützung

bekommenEB

78.2

Oui, vous en avez reçu de la part du tribunal

Yes, and you received it from

the court

Ja, und Sie haben vom

Gericht Unterstützung

bekommenEB

78.2

QB21 Avez-vous demandé de l’aide pour remplir le formulaire ? (PLUSIEURS REPONSES POSSIBLES)

QB21 Did you seek assistance in filling in the application form? (MULTIPLE ANSWERS POSSIBLE)

QB21 Haben Sie für das Ausfüllen des Klageformblatts um Unterstützung gebeten? (MEHRFACHNENNUNGEN MÖGLICH)

Oui, vous en avez reçu de la part d’une tierce

personne

Yes, and you received it from someone else

Non

No

T30

%

Total

BE

BG

CZ

D-W

DE

D-E

EE

IE

EL

ES

FR

IT

CY

LV

LT

LU

HU

MT

NL

AT

PL

PT

RO

SI

SK

FI

SE

UK

HR

13 61 26

37 50 13

88 12 0

23 65 12

37 51 12

43 37 20

100 0 0

15 22 63

56 29 15

64 21 15

0 100 0

55 36 9

0 45 55

43 51 6

47 0 53

31 35 34

37 40 23

100 0 0

31 28 41

11 20 69

16 25 59

52 48 0

72 28 0

47 30 23

0 62 38

39 43 18

0 100 0

62 38 0

33 38 29

44 34 22

WN

EB78.2

Vous avez conduit la procédure vous-

même

You did the procedure yourself

Sie haben das Verfahren selbst

durchgeführt

EB78.2

Vous avez eu recours à un représentant légal

You used a legal representative

Sie haben auf einen gesetzlichen Vertreter

zurückgegriffen

EB78.2

QB22 Avez-vous eu recours à un représentant légal ou avez-vous conduit la procédure vous-même ?

QB22 Did you use a legal representative or did you do the procedure yourself?

QB22 Haben Sie auf einen gesetzlichen Vertreter zurückgegriffen oder das Verfahren selbst durchgeführt?

NSP

DK

T31

%

Total

BE

BG

CZ

D-W

DE

D-E

EE

IE

EL

ES

FR

IT

CY

LV

LT

LU

HU

MT

NL

AT

PL

PT

RO

SI

SK

FI

SE

UK

HR 3 2 4 4 4

0 1 2 0 1

0 0 0 1 1

4 6 3 6 2

2 3 5 6 11

0 2 1 1 3

0 2 0 3 4

1 2 3 2 2

2 4 5 2 5

4 4 4 3 11

1 2 1 4 5

0 0 1 1 0

2 8 4 3 6

2 2 7 3 1

0 1 2 5 5

0 0 1 0 4

2 2 2 2 2

9 14 11 2 8

1 0 0 1 4

0 1 3 2 2

0 0 2 8 5

1 3 4 2 2

1 0 2 4 4

2 1 0 3 5

1 0 1 1 3

1 0 1 0 2

3 2 0 2 5

3 8 2 15 13

2 5 4 3 5

42 3 4 2

Weil der maximale Streitwert bei

2.000 Euro liegt

EB78.2

La procédure semblait trop compliquée

The procedure seemed to be

too complicated

Das Verfahren erschien Ihnen

als zu kompliziert

EB78.2

Vous ne vous sentiez pas

suffisamment sûr(e) de vous pour entamer cette

procédure tout(e) seul(e)

You did not feel confident enough to start this procedure

on your own

Sie haben sich nicht zugetraut, das

Verfahren selbst einzuleiten

EB78.2

Weil es nur für Streitparteien mit

Sitz in einem anderen EU-

Mitgliedstaat gilt

EB78.2

QB23 Pourquoi n’avez-vous pas utilisé la procédure européenne de règlement des petits litiges ? (ROTATION – PLUSIEURS REPONSES POSSIBLES)QB23 Why have you not used the European Small Claims Procedure? (ROTATE – MULTIPLE ANSWERS POSSIBLE)

Vous n’avez pas trouvé l’information

nécessaire pour entamer la procédure

You did not find the necessary

information to start the procedure

Sie haben nicht die notwendigen

Informationen gefunden, um das

Verfahren einzuleiten

EB78.2

Parce que le montant maximal

de la plainte est de 2.000 euros

QB23 Weshalb haben Sie das 'Europäische Verfahren für geringfügige Forderungen' nicht genutzt? (ROTIEREN - MEHRFACHNENNUNGEN MÖGLICH)

Parce qu’elle s’applique

uniquement aux parties domiciliées

dans différents Etats membres de

l'UE

Because it applies only to parties

domiciled in another EU Member State

Because the maximum value of the claim is 2.000

euros

T32

%

Total

BE

BG

CZ

D-W

DE

D-E

EE

IE

EL

ES

FR

1 IT

CY

LV

LT

LU

HU

MT

NL

AT

PL

PT

RO

SI

SK

FI

SE

UK

HR 4 0

0 4

3 6 79

2 1

1 0 90

1 0

9 3 94

0 2

13 3 74

1 1

19 7 70

2 17

7 5 86

1 8

3 0 69

2 8

2 1 79

3 2

7 2 69

9 1

7 7 79

0 7

4 1 82

1 2

1 1 90

5 3

7 6 69

5 5

5 5 79

1 8

5 8 74

2 2

5 5 79

4 5

8 4 84

4 2

5 8 49

4 6

3 5 87

3 3

0 2 81

0 3

2 3 83

3 6

5 4 85

0 1

4 5 80

1 4

12 9 80

2 5

5 4 85

1 4

3 2 87

0 8

6 3 83

1 2

5 24 61

2 4

7 6 80

4 4 77

NSP

DK

WN

EB78.2

Autre (SPONTANE)

Other (SPONTANEOUS)

Sonstiges (SPONTAN)

EB78.2

Vous n’en avez jamais eu

besoin

You never needed it

Sie haben es noch nie benötigt

EB78.2

Sie haben nicht erwartet, dass das

zu einem zufriedenstellenden

Ergebnis geführt hätte

EB78.2

Les sommes en jeu étaient trop

faibles

The sums involved were

too small

Die Summe, um die es ging, war

zu gering

EB78.2

QB23 Pourquoi n’avez-vous pas utilisé la procédure européenne de règlement des petits litiges ? (ROTATION – PLUSIEURS REPONSES POSSIBLES)QB23 Why have you not used the European Small Claims Procedure? (ROTATE – MULTIPLE ANSWERS POSSIBLE)QB23 Weshalb haben Sie das 'Europäische Verfahren für geringfügige Forderungen' nicht genutzt? (ROTIEREN - MEHRFACHNENNUNGEN MÖGLICH)

Vous pensiez avoir peu de chances

d’obtenir un résultat satisfaisant

You believed you were unlikely to get a satisfactory result

T33

%

Total

BE

BG

CZ

D-W

DE

D-E

EE

IE

EL

ES

FR

IT

CY

LV

LT

LU

HU

MT

NL

AT

PL

PT

RO

SI

SK

FI

SE

UK

HR 42 39 7 12 16

3324 32 12 9

35 61 25 26 32

2424 53 39 15

32 30 17 20 23

2347 29 8 13

56 21 22 5 5

529 25 33 6

35 25 16 14 15

1250 59 32 12

39 45 12 22 31

1041 47 15 10

41 32 22 10 9

2141 46 13 16

36 25 14 10 21

2431 29 12 8

52 42 21 15 9

937 32 15 6

41 42 19 17 25

943 37 22 5

57 30 21 9 14

2029 33 10 13

30 46 19 10 17

1751 47 19 7

54 44 15 9 17

1755 43 15 9

43 34 13 11 11

1351 33 20 14

48 38 19 18 21

1841 36 18 11

EB78.2

Advice bodies, consumer

organisations

Beratungseinrichtungen,

Verbraucherschutz-organisationen

EB78.2

Sur des sites Internet, des

blogs, des réseaux sociaux

Internet sites, blogs, social

networks

Auf Internetseiten, Blogs, sozialen

Netzwerken

EB78.2

Sur les pages Internet de la Commission européenne (par

exemple "L’Europe vous conseille")

European Commission webpages (for

example "Your Europe Advice")

Webseiten der Europäischen

Kommission (z.B. "Ihr Europa - Beratung")

Auprès d’un avocat/ un

conseiller juridique

A lawyer/ office giving legal advice

Einen Anwalt/ eine Anwaltskanzlei,

der/ die Sie rechtlich berät

EB78.2

Auprès d’une autorité nationale

ou locale

National or local authorities

Nationale oder lokale Behörden

EB78.2

Auprès d’un organe de conseils, une association de

consommateurs

QB24 Si vous aviez un désaccord/ litige avec un vendeur, un fournisseur ou un intermédiaire commercial basé dans un autre Etat Membre de l’UE (par exemple relatif à un paiement ou à la qualité d’un bien ou d’un service qui vous a été fourni), où iriez-vous chercher des conseils ou des informations ? (ROTATION – PLUSIEURS REPONSES POSSIBLES)

QB24 If you were to have a disagreement/ dispute with a retailer, provider or business transaction partner (for example in relation to payment, quality of goods or services provided) located in another EU Member State where would you go for advice or information? (ROTATE – MULTIPLE ANSWERS POSSIBLE)QB24 Wenn Sie eine Streitigkeit mit einem Händler, Anbieter oder Geschäftspartner mit Sitz in einem anderen EU-Mitgliedstaat hätten (z.B. in Bezug auf die Bezahlung, die Qualität eines gelieferten Produkts oder einer Dienstleistung), wohin würden Sie sich wenden, um Beratung und Informationen zu erhalten? (ROTIEREN - MEHRFACHNENNUNGEN MÖGLICH)

T34

%

Total

BE

BG

CZ

D-W

DE

D-E

EE

IE

EL

ES

FR

1 IT

CY

LV

LT

LU

HU

MT

NL

AT

PL

PT

RO

SI

SK

FI

SE

UK

HR

7

24 0 5 8

18 2 7

1

30 1 1 2

29 3 4

2

38 0 5 6

38 3 9

16

13 1 6 14

14 0 14

3

21 2 5 15

34 3 9

3

28 2 2 2

10 0 4

6

22 1 9 9

26 2 6

9

25 2 7 10

26 0 9

11

26 1 7 2

10 1 11

9

25 1 5 6

26 1 4

6

28 1 8 3

25 1 6

3

30 1 9 8

28 1 4

5

25 0 4 5

24 0 4

8

27 0 7 7

30 0 8

8

36 1 4 2

22 1 6

NSP

DK

WN

EB78.2

Aucun (SPONTANE)

None (SPONTANEOUS)

Nichts davon (SPONTAN)

EB78.2

Autre (SPONTANE)

Other (SPONTANEOUS)

Sonstiges (SPONTAN)

EB78.2

Auprès d’amis/ de la famille/ de

collègues

Friends/ family/ colleagues

Freunde/ Familie/ Kollegen

EB78.2

QB24 Si vous aviez un désaccord/ litige avec un vendeur, un fournisseur ou un intermédiaire commercial basé dans un autre Etat Membre de l’UE (par exemple relatif à un paiement ou à la qualité d’un bien ou d’un service qui vous a été fourni), où iriez-vous chercher des conseils ou des informations ? (ROTATION – PLUSIEURS REPONSES POSSIBLES)

QB24 If you were to have a disagreement/ dispute with a retailer, provider or business transaction partner (for example in relation to payment, quality of goods or services provided) located in another EU Member State where would you go for advice or information? (ROTATE – MULTIPLE ANSWERS POSSIBLE)QB24 Wenn Sie eine Streitigkeit mit einem Händler, Anbieter oder Geschäftspartner mit Sitz in einem anderen EU-Mitgliedstaat hätten (z.B. in Bezug auf die Bezahlung, die Qualität eines gelieferten Produkts oder einer Dienstleistung), wohin würden Sie sich wenden, um Beratung und Informationen zu erhalten? (ROTIEREN - MEHRFACHNENNUNGEN MÖGLICH)

T35

%

Total

BE

BG

CZ

D-W

DE

D-E

EE

IE

EL

ES

FR

IT

CY

LV

LT

LU

HU

MT

NL

AT

PL

PT

RO

SI

SK

FI

SE

UK

HR 4 3 1 1927 32 10 4

6 7 1 2414 24 18 6

2 1 1 724 43 18 4

3 2 4 916 22 32 12

4 1 1 1730 22 19 6

2 1 5 1424 24 23 7

3 7 1 4916 10 9 5

2 1 1 4221 15 14 4

1 2 1 2732 23 12 2

0 1 3 1931 22 19 5

1 1 1 1130 34 19 3

4 5 1 2919 20 15 7

3 3 0 3330 18 9 4

2 0 2 930 29 24 4

2 4 2 2336 22 8 3

1 2 1 2443 15 11 3

3 4 0 825 20 27 13

2 1 2 3222 16 18 7

1 1 1 1338 28 16 2

2 2 1 2222 22 21 8

4 3 0 1422 22 22 13

3 1 1 1822 18 27 10

2 1 2 2530 18 16 6

2 1 2 1030 31 19 5

1 1 1 1333 34 15 2

1 1 1 1334 34 14 2

1 2 1 2339 24 7 3

2 3 0 3818 16 17 6

1 2 1 931 25 23 8

2 2 1 2227 24 17 5

NSP

DK

WN

EB78.2

Autre (SPONTANE)

Other (SPONTANEOUS)

Sonstiges (SPONTAN)

EB78.2

Mehr als 20.000 Euro

EB78.2

20.000 euros

20.000 euros

20.000 Euro

EB78.2

10.000 Euro

EB78.2

5.000 euros

5.000 euros

5.000 Euro

EB78.2

2.000 Euro

EB78.2

1.000 euros

1.000 euros

1.000 Euro

EB78.2

QB25 Selon vous, quel devrait être le montant maximum d'un litige pour qu'il soit considéré comme un petit litige donnant accès à une procédure simplifiée pour les litiges transfrontaliers ? QB25 Do you think that the maximum amount of a claim considered as a small cross-border claim eligible for a simplified court procedure should be…? QB25 Wie hoch sollte Ihrer Meinung nach der maximale Streitwert sein, bei der eine Forderung noch als geringfügige grenzüberschreitende Forderung gelten sollte und für die ein vereinfachtes Gerichtsverfahren

2.000 euros

2.000 euros

10.000 euros

10.000 euros

Plus de 20.000 euros

More than 20.000 euros

T36

Documents

Special Eurobarometer 395