Explanatory Memorandum to SWD(2014)212 - Consumer Markets Scoreboard - Making markets work for consumers 10th edition - June 2014

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dossier SWD(2014)212 - Consumer Markets Scoreboard - Making markets work for consumers 10th edition - June 2014.
source SWD(2014)212
date 27-06-2014
Brussels, 27.6.2014 SWD(2014) 212 final

COMMISSION STAFF WORKING DOCUMENT

Consumer Markets Scoreboard - Making markets work for consumers

10th edition, June 2014

EN

EN

COMMISSION STAFF WORKING DOCUMENT Consumer Markets Scoreboard - Making markets work for consumers

10th edition, June 2014

Table of Contents

1. EXECUTIVE SUMMARY..........................................................................................4

2. CONSUMERS' ASSESSMENT OF MARKET PERFORMANCE...........................6

2.1. Overall results..............................................................................................................7

2.2. Country differences in market assessment.................................................................10

2.3. Socio-demographic differences in market assessment...............................................12

2.4. Assessment of different market groups......................................................................14

2.4.1. Fast moving retail.....................................................................................................15

2.4.2. (Semi-) durable goods markets...............................................................................16

2.4.3. Automotive cluster...................................................................................................17

2.4.4. Recreational services................................................................................................18

2.4.5. Insurance services....................................................................................................19

2.4.6. Public transport........................................................................................................20

2.4.7. Utilities......................................................................................................................21

2.4.8. Telecoms....................................................................................................................22

2.4.9. Banking services.......................................................................................................23

2.5. Market assessment components.................................................................................24

2.5.1. Comparability...........................................................................................................24

2.5.2. Trust..........................................................................................................................27

2.5.3. Problems....................................................................................................................30

2.5.4. Complaints................................................................................................................32

2.5.5. Overall satisfaction...................................................................................................35

2.5.6. Choice........................................................................................................................36

2.5.7. Switching...................................................................................................................39

2.6. Market penetration.....................................................................................................43

3. ADDITIONAL INDICATORS..................................................................................45

3.1. Prices..........................................................................................................................45

3.2. Complaints.................................................................................................................54

3.3. Safety..........................................................................................................................59

ANNEXES...............................................................................................................................65

Annex I - Prices.......................................................................................................................65

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Table 6: Indicative price levels for consumer products in euro...............................................65

Table 7: Prices of goods and services......................................................................................72

Annex II - National rankings of markets..................................................................................78

Belgium....................................................................................................................................80

Bulgaria...................................................................................................................................83

Czech Republic.......................................................................................................................86

Denmark..................................................................................................................................89

Germany..................................................................................................................................92

Estonia ....................................................................................................................................95

Ireland ....................................................................................................................................98

Greece ..................................................................................................................................101

Spain ..................................................................................................................................104

France .................................................................................................................................. 1()7

Croatia..................................................................................................................................11°

Italy ..................................................................................................................................H2

Cyprus ..................................................................................................................................115

Latvia ..................................................................................................................................118

Lithuania...............................................................................................................................121

Luxembourg..........................................................................................................................124

Hungary.................................................................................................................................127

Malta ..................................................................................................................................13°

Netherlands...........................................................................................................................133

Austria ..................................................................................................................................136

Poland ..................................................................................................................................139

Portugal.................................................................................................................................142

Romania................................................................................................................................145

Slovenia.................................................................................................................................148

Slovakia.................................................................................................................................151

Finland..................................................................................................................................154

Sweden..................................................................................................................................157

UK ..................................................................................................................................160

Norway..................................................................................................................................163

Iceland ..................................................................................................................................166

Contents

1.

Annex III - Market names.....................................................................................................169


EN 3 EN

1. EXECUTIVE SUMMARY

Since 2008, DG SANCO publishes on a regular basis the Consumer Scoreboards, which monitor how the single market is performing for EU consumers and warn of potential problems. There are two Scoreboard editions: the Consumer Conditions Scoreboard provides data on national consumer conditions, cross-border trade and the development of e-commerce, while the Consumer Markets Scoreboard, presented here, tracks the performance of specific consumer markets.

A Single Market that serves consumers better can make a significant contribution to stimulating economic growth, given that final consumption expenditure of households accounts for 57% of EU GDP. Data from this edition of the Consumer Markets Scoreboard have informed the annual report on the integration of the Single Market, which accompanied the 2014 Annual Growth Survey, and the European Semester's country-specific recommendations and accompanying staff working documents.

The main part of this 10th Consumer Markets Scoreboard tracks the performance of 52 consumer markets, together accounting for almost 60% of household expenditure, based on the indicators of comparability, trust, problems and complaints, overall satisfaction, choice and switching. It also looks at national and socio-demographic differences in market assessment, the link between market evaluations and economic indicators and (for the first time) the penetration of different markets (proportion of consumers with recent purchasing experience in a given market). The data come from the fourth wave of a large-scale, EU-wide consumer survey, allowing for comparison of markets' performance over time.

In addition to survey data, the Scoreboard analyses price dispersion across EU countries, complaints collected by national complaint handling bodies and available safety data.

The Scoreboard data allow European and national policymakers and stakeholders to tailor policy measures to the sectors that perform poorly for consumers. As a follow-up, in-depth studies of the sectors that appear to be underperforming are carried out to gain a better insight into the problems and identify possible solutions. A number of problematic markets have already been analysed in the light of previous Scoreboard findings and remedies are being implemented.

Detailed statistics for each country over the last four years are provided in Annex II. In addition to the report, an online dissemination platform is being set up, which will provide user-friendly and interactive access to the underlying data.

Key findings

The consumers' overall assessment of market performance, across all markets and all countries, has improved slightly between 2012 and 2013, continuing the positive trend observed since 2010. However, the situation differs considerably from market to market and from country to country. As in previous years, goods markets appear to be working considerably better than services markets, although the gap between them has been narrowing.

The overall ranking of markets has been largely stable over the last few years. Among goods markets, fast moving retail goods receive the most positive assessment in spite of poor scores given to the markets for meat and meat products and fruit and vegetables. Semi-durable goods as a whole are assessed slightly less positively, with clothing and footwear registering the lowest score. Automotive goods remain by far the worst performing market cluster, with second-hand cars and fuel for vehicles again at the bottom of the goods markets ranking. Among services markets, recreational services receive the most positive assessment, followed by insurance services and public transport. Banking services remain the most problematic

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sector, with the markets for investment products and mortgages lying at the very bottom of the services markets ranking. Telecoms and public utilities (in particular electricity and gas) are also rated poorly by consumers.

The largest drop in performance compared to 2012 has been noted in the meat market, in particular in the countries hit most by the horsemeat scandal. On the positive side, some of the worst performing markets, such as vehicle fuels and train services, have improved the most (in the latter case, this is likely to be due to the emergence of competition in some countries).

The results based on individual market assessment components confirm that services markets are more problematic for consumers than goods markets across all the indicators. The gap between the two market groups is most pronounced with regard to comparability of offers, which may reflect the inherent complexity of some services markets, but also stems from deliberate marketing strategies that hamper consumers' ability to choose the best deal. Overall, consumers' trust in businesses to respect consumer protection rules is the lowest in those markets where the asymmetry of information between the trader and the consumer is most acute. There are considerable differences in the number of reported problems and related complaints in different markets, with the worst situation occurring in the telecom sector. Satisfaction with the choice of providers and the switching rates is lowest in the utilities markets. Moreover, gas and electricity, in addition to mortgages, are perceived as the markets where switching is the most difficult.

Market assessment shows considerable differences across EU countries. In general, markets appear to perform better in EU15 Member States than in EU131. There is a modest positive correlation between market assessment at country level and general economic circumstances (as measured by Gross Domestic Product (GDP) per capita and consumers' confidence in the state of the economy). In addition, markets' performance is evaluated more positively in countries where the overall consumer environment is more favourable. While some markets (recreational services, certain durable goods) are assessed quite uniformly across the EU, others (in particular banking and network services) show marked differences from country to country.

Markets are assessed differently by different socio-demographic groups. The highest variation is seen by occupation, with blue collar workers, the unemployed and the self-employed being less positive about market performance, while students give the highest scores. Men tend to be less positive in their market assessments than women across most markets, as do middle-aged respondents in comparison with younger or older respondents. In addition, the assessment of market performance appears to increase with the level of education.

There are marked differences in the penetration of different markets (proportion of consumers with recent purchasing experience in a given market), with the lowest penetration rates observed for online gambling services, vehicle rental and real estate services. The markets which are more frequently used by consumers also tend to receive more positive evaluations.

The analysis of price data indicates that there has been a general process of price convergence in the EU over the past decade. Nevertheless, price differences between EU countries continue to exist, in particular in services markets. Overall, prices tend to be lower in countries that joined the EU more recently. For most product categories, price differences across countries are linked to differences in relative purchasing power.

2.

There has been a considerable increase in the number of national complaint bodies submitting complaints data according to the harmonised methodology set out in the 2010 Commission


'EU15' refers to the EU in its pre-2004 formation while EU13 refers to Member States that joined the EU after 2004.

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Recommendation. Though the data are still incomplete, network services appear to account for most complaints.

The data collected by hospitals in some EU countries suggest that building (components), sport/recreation equipment and furniture are the product categories most often involved in accidents and injuries. Further information on the safety of products on the market is provided by the two EU-wide rapid alert systems for the notification of dangerous food (RASFF) and non-food products (RAPEX). Clothing, toys, and fruit and vegetables each account for more than a fifth of notifications.

Next steps

The Scoreboard is a screening tool for detecting underperforming markets and indicating to EU and national policymakers the areas on which further analysis should focus. Based on the findings of this Scoreboard, the Commission services will launch two in-depth market studies:

• The first study will focus on the electricity market, which ranks fourth lowest among the services markets, despite slight improvements since 2011. Assessment of the market differs considerably across the EU and is the lowest in southern European countries. The market scores particularly poorly scores on the choice of suppliers available, comparability of offers and switching, suggesting that consumers are not yet in a position to make full use of the saving opportunities created by market liberalisation. The study will draw comparisons with the findings of an earlier (2010) study2 into the market and assess if/how things have improved since then. It will also examine the impact of the implementation of the Third Energy Package legislation as well as of novel collaborative initiatives by consumers and/or consumer associations, and will assess the need for possible future initiatives.

• The second study will investigate (through behavioural testing) various conditions that could increase consumers' willingness to read and their capacity to understand contract terms and conditions. Scoreboard data consistently show that consumers struggle to compare different offers and thus make informed choices, in particular in the services markets. There is also evidence showing that consumers often accept contractual obligations without reviewing them. This is not good for consumers (who run the risk of blindly accepting disadvantageous contractual obligations) and thus for the market in general.

The country reports annexed to the Scoreboard are intended to assist national authorities, consumer organisations and business stakeholders in their efforts to improve the situation in the underperforming markets, by pointing to sectors where further research, enforcement and/or public awareness activities may be needed. Member States are also invited to use the Scoreboard data when determining and evaluating their reforms in the context of the European Semester process.

2. CONSUMERS' ASSESSMENT OF MARKET PERFORMANCE

This section of the Scoreboard presents the results of the 2013 Market Monitoring Survey3 on consumers' assessment of the functioning of the most important consumer markets in 28 EU

ec.europa.eu/consumers/consumer research/market studies/docs/retail electricity full study eapdf The survey is based on telephone interviews conducted in March-April 2013 with a representative sample of 500 people (aged 18+) for each of the 52 markets in each EU Member State, Iceland and Norway (250 people in Cyprus, Luxembourg, Malta and Iceland).

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Member States, including for the first time Croatia4, as well as Iceland and Norway. The survey covers 52 markets (21 goods and 31 services markets), together accounting for almost 60% of consumer expenditure. The list of markets is almost the same as in 2012 and 20115 (a description of each market is provided in Annex III).

To ensure that it takes account of relevant experience, the survey is carried out among consumers with recent purchasing experience in each market. 2013 was the fourth year of the survey, thus allowing progress to be tracked over time both across markets and countries. Detailed statistics for each country over the last four years are provided in Annex II.

The performance of different markets is assessed on the basis of six main criteria:

1) the ease of comparing goods or services on offer;

2) consumers' trust in retailers/suppliers to comply with consumer protection rules;

3) problems experienced and the degree to which they have led to complaints;

4) consumer satisfaction (the extent to which markets live up to what consumers expect);

3.

5) choice of retailers/providers; and


6) switching of tariffs/providers.

The first four indicators are applicable to all the markets and feed into the 'Market Performance Indicator' (MPI) - a composite index serving as the basis for the main ranking of the 52 markets. The four components of the index are equally weighted and the score is on a scale from 0 to 1006.

2.1. Overall results

Consumer assessment of market performance continues to improve

Table 1 presents the yearly evolution of the MPI across all EU countries and markets (as well as for goods and services markets separately). Consumers' overall assessment of market performance improved slightly between 2012 and 2013 (by 0.3 points). This continues the positive trend observed since 2010. While the performance of goods markets has remained stable since 2012, services markets have improved by 0.5 point. As a consequence the performance gap between the two market groups has slightly narrowed.

However, the 2013-2012 differences are based on EU27 results, given that Croatia was not included in the previous waves of the survey.

The only difference is that the market for gambling and lottery services has been split into online and offline gambling, given the different nature of the two markets and to inform the Commission's upcoming Recommendation on online gambling.

The MPI is obtained by averaging (simple un-weighted average) the scores on each component and by multiplying the result by 10. As a result of this, while the MPI ranges from 0 to 100, each of its components ranges from 0 to 10. For the comparability, trust and satisfaction components, the score was calculated by taking the mean of the answers of all respondents (on a scale from 0 to 10). The score of the problems and complaints component is calculated based on the assumption that the modality of complaining is an indicator of the seriousness of the problem encountered (highest score when not reporting any problem, lowest score when complaining to a third-party complaints body, with other situations scored in between) - see details on MPI rationale and composition in the 2013 Consumer Market Monitoring Survey report -

ec.europa.eu/consumers/consumer research/editions/docs/monitoring consumer markets eu 20 13 enpdf.

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Table 1: MPI (Market Performance Indicator) - EU28, all markets

2013MPI

Difference 2013-2012 Difference 2012-2011 Difference 2011-2010
Al markets77.4*0.3*0.9*as*
Goods maketssa 10.00.9*1.3*
Services markets75.6*0.5*as*-0.2*

4.

Source: Market monitoring survey, 2013


Lowest ranked markets have stayed largely the same...

Figure 1 presents the MPI performance at EU level for the 21 goods and 31 services markets covered by the 2013 survey. The table to the right of the graph indicates the difference in scores between successive years7 and the difference between each market and the average for all goods or services markets, as appropriate8.

5.

7 8


Due to the evolution of the market list, the 2011-2010 and 2013-2012 differences are not available for all markets.

Statistically significant differences at 5% probability level are indicated by asterisks.

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Figure 1: MPI (Market Performance Indicator) - EU28

MPI - Market performance indicator2013 -20122012 -20112011 -2010
All markets77.40.3*0.9*0.5*
Books, magazines and newspapers84.20.10.4*0.3
Non-alcoholic drinks83.001*1.6*
Bread, cereals, rice and pasta82.4-0.11.3*0.9*
Spectacles and lenses82.3-0.10.5*
Entertainment goods81.7-0.21*3*
GDairy products81.60.10.1
0Small household appliances81.4-0.6*1.4*1.2*
0Large household appliances81.3-0.4*1.5*1.2*
Personal care products81.300.5*1.1*
DAlcoholic drinks81.3-0.11.2*0.2
SElectronic products81.0-0.31.4*0.9*
Non-prescription medicines80.30.30.6*1.4*
Furniture and furnishings80.2-0.31.4*1.4*
All goods markets80.100.9*1.3*1
Maintenance products80.0-0.21.3*2.3*
New cars79.10.5*0.8*1.1*
ICT products78.8-0.31.3*1*
Fruit and vegetables78.8-0.4*1.3*0.6*
Clothing and footwear78.51.5*0.7*1.2*
Meat and meat products76.5-2.1*1.4*1.1*
Fuel for vehicles76.12.4*-0.2-1.5*
Second hand cars72.60.6*1.2*0.6*
Personal care services82.9-0.20.4*1*
Culture and entertainment82.20.20.4*0.2
Commercial sport services81.20.4*0.6*0.8*
Holiday accommodation81.00.6*1.1*0.6*
Airline services79.4-0.10.8*1.2*
Packaged holidays & tours79.00.11.1*1.2*
Vehicle rental services78.61.6*-0.10.3
SCafés, bars and restaurants78.5-0.5*0.31.8*
EVehicle insurance78.10.9*0.20.9*
Off-line gambling services76.8
RHome insurance76.70.30.5*0.6*
VPostal services76.60.8*-0.9*-0.4
1All services markets75.60.5*0.8*-0.2*1
1Tram, local bus, metro75.50.4-0.7*-0.1
COn-line gambling services75.3
EVehicle maintenance and repair75.10.6*1.1*0.2
Water supply75.01.2*0.5*-1.1*
Legal and accountancy services74.90.9*0.6*
TV-subscriptions74.60.8*4*
Maintenance services74.30.5*1.2*0.3
Fixed telephone services74.3-0.41.1*1.2*
Private life insurance74.21.1*0.4*
Gas services74.10.7*00.3
Loans, credit and credit cards73.401.3*
Mobile telephone services72.80.7*1.4*-0.1
Train services72.71.8*1.3*-0.9*
Internet provision72.5-0.22.3*0.9*
Bank accounts71.90.20.7*0.1
Electricity services71.90.8*1.4*-2.2*
Real estate services70.61.2*1.1*1.1*
Mortgages70.61.3*0.5*
Investment products, private pensions and securities69.91.1*0.7*3*

6.

Source: Market monitoring survey, 2013


The overall ranking of markets has been largely stable over the four waves of the survey. The markets for books, magazines and newspapers, non-alcoholic drinks and bread, cereals, rice and pasta remain the top performing goods markets, in line with the 2012 results. The second-hand cars and fuel for vehicles markets are again at the bottom of the ranking. In contrast with 2012, the third to last market is now meat and meat products (replacing clothing and footwear).

As in all other years of the survey since 2010, the top three services markets are personal care services, culture and entertainment and commercial sport services. Additionally, in spite of improvements, the bottom three services markets are identical to 2012, with investment products in the last position, preceded by mortgages and real estate services. The ten worst performing services markets include two further banking services markets (with 'bank

9

accounts' and loans and credit ranked 27 and 23r respectively), along with energy services ('electricity' ranked 28th and gas 22nd), telecoms (with Internet provision ranked 26th and mobile telephone services 24th) and train services (ranked in 25th place).

... but some of the worst performing markets have improved the most

On the positive side, the biggest improvements in score since 2012 have occurred in some of the worst performing markets. The market for vehicle fuels recorded the largest increase (2.4 points), due to improvements on all the MPI components. The score for train services increased by 1.8 points, with the biggest increases noted in Italy (+6.7) and the Czech Republic (+5.6). This may have been influenced by the fact that a second provider has entered the market in both countries, with a likely positive impact in terms of prices and quality of service. Other markets which saw an increase of more than 1 point include vehicle rental services (+1.6), clothing and footwear (+1.5), water supply (+1.2), mortgages (+1.3), real estate services (+1.2) and investment products (+1.1), all of which (with the exception of vehicle rental) still score well below their respective market group average (goods or services).

Downward assessment of the meat market following the horsemeat scandal

The largest decrease in score (-2.1) is seen in the market for meat and meat products, and is particularly pronounced as regards the trust component. This drop in consumers' assessment of the market is most likely due to the horsemeat scandal9 which affected most of the Member States and was widely reported across Europe during the fieldwork period10.

2.2. Country differences in market assessment

Overall market assessment shows considerable variation across EU countries. It should be noted that scores can differ between countries, not only because of actual differences in market performance, but also due to other factors such as cultural and economic differences as well as different consumer environments.

Link between market performance and general economic situation

There is a modest positive correlation (+0.40) between Gross Domestic Product (GDP) per capita and MPI in different countries, and in particular the trust component (0.48). While a clear cause-effect relationship cannot be established, the relationship between the two variables most likely works in both ways. On the one hand, consumers' assessment of market functioning may be influenced by the general economic conditions in their country. This could be linked to the fact that richer countries may invest more in enforcing consumer rules. More affluent consumers are also able to choose from a broader range of goods and services, including more expensive ones, which may be of better quality. On the other hand, the functioning of consumer markets may influence economic development and therefore countries where markets work better for consumers are also richer (because businesses tend to be more efficient).

7.

In addition, evaluation of market performance may be influenced by consumers' perceptions of their personal and general economic situation. There is a modest positive correlation (0.25)


Fraudulent labelling of processed meat products, advertised as containing beef but in fact found to contain undeclared horse meat - ec.europa.eu/food/food/horsemeat.

Not surprisingly, the overall assessment of the meat market has dropped most in the UK (-9.3) and Ireland (-5.3), two of the countries most affected by the scandal.

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between MPI at country level and the Consumer Confidence Indicator11, and this correlation is the strongest for overall satisfaction (0.4).

An even lower negative correlation (-0.17) exists between MPI and price evolution (measured via the Harmonised Index for Consumer Prices) in different markets in each country, meaning that lower cumulative inflation12 is to some extent associated with higher MPI.

Link between market performance and general consumer conditions

Finally, markets appear to perform better in countries where the overall consumer environment is more favourable, with a modest positive correlation (0.42) between MPI and the Consumer Conditions Index (monitored in the Consumer Conditions Scoreboard)13.

Consumers in EU15 more positive in their market assessments

Market performance is assessed more positively in the EU15 Member States (79.4) compared to the EU13 (73.7)14. This difference has been increasing slightly over the past four years and holds true for all market clusters with the exception of telecoms. Differences are even bigger between geographic clusters, i.e. market performance is assessed significantly better in Western Europe and in Northern Europe than in Southern Europe and in Eastern Europe.

Table 2: Regional differences in market assessment15

EU15EU13Diff.NorthSouthEastWest
All Markets 201278.075.52.577.375.375.479.4
Market clusters
Fast moving retail82.077.54.480.580.577.482.9
(Semi-)durable goods81.278.52.779.380.278.481.9
Automotive goods77.072.05.078.373.571.878.8
Telecoms73.374.3-0.968.569.174.176.0
Transport75.975.50.476.172.675.577.7
Utilities74.573.90.777.069.873.876.9
Banking services72.268.73.574.565.568.675.6
Insurance services76.575.70.876.073.475.778.2
Recreational services79.677.42.279.378.277.380.4
Other services76.773.82.876.074.573.777.9

8.

Source of raw data: Market monitoring survey, 2013


Poorly performing markets also show the widest divergence across the EU

In general, services markets (and in particular banking and network services) have more uneven performance across EU countries than goods markets, which may be linked to their lower cross-border tradability. The markets for mortgages, electricity services, mobile

This indicator has been developed by DG ECFIN in the framework of the business and consumer survey programme, ec.europa.eu/economy_finance/db_indicators. The HICP (2005=100) measures the cumulative evolution of prices with respect to the base year (2005). Over the period 2010-2012.

'EU15' refers to the EU in its pre-2004 formation while EU13' refers to Member States that joined the EU after 2004.

EU countries have been divided into the four geographical regions as follows: North (Denmark, Finland, Sweden), South (Cyprus, Greece Italy, Malta, Portugal, Spain), East (Bulgaria, Croatia, Czech Republic, Estonia, Hungary, Latvia, Lithuania, Poland, Romania, Slovakia, Slovenia) and West (Austria, Belgium, France, Germany, Ireland, Luxembourg, Netherlands, the UK).

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telephone services and train services show the widest divergence EU-wide16. The most uniformly assessed markets include recreational services (which may reflect the inherent entertainment aspect of these markets and, in the case of tourism-related services, their cross-border character) and certain durable goods such as household equipment (which tend to be more uniform across the EU than other products). More integrated markets are also more positively assessed overall, with a strong negative correlation (0.82) between MPI variance and the actual MPI scores (Figure 2).

Figure 2: Correlation between MPI country variance and MPI EU-28 score

9.

Electricity services


Investment products, private pensions and securities

Mobile telephone services 0 Train services

Bank accounts #

Clothing and footwear -

.pans, credit and credit cards

# Fuelforvehicles 9 Meat and meat products

# Water supply subscriptions

10.

Real estate services


11.

1 Large household appliances


12.

2 Commercial sport services


13.

3 Electronic products


14.

4 Holiday accommodation


15.

5 Furniture and furnishings


16.

6 Small household appliances


7 Packaged holidays & tours

17.

8 Maintenance products


18.

9 Spectacles and lenses


19.

10 Non prescription medicines


20.

11 Books, magazines and newspapers


21.

12 Bread, cereals, rice and pasta


22.

13 Personal care services


23.

14 Entertainment goods


24.

15 Personal care products


25.

16 New cars


26.

17 Vehicle insurance


27.

18 Airline services


28.

19 Cafés, bars and restaurants


29.

20 ICT products


30.

21 Postal services


Fruits and vegetables

•"""F^ed telephone services Legal and accountancy services • # Vehicle mainte^e and repair _Gas services

31.

Maintenance services #


Private life insurance S On-line gambling services •

Alcoholic drinks 12

Home insurance

# Non-alcoholic drinks

Vehicle rental services # .

32.

Culture and entertainment


77

MPI EU Score

33.

Source of raw data: Market monitoring survey, 2013


2.3. Socio-demographic differences in market assessment

Markets are assessed differently by different socio-demographic groups, with the biggest variability observed by occupation. When looking at different market components, the differences are most pronounced in the case of complaints and trust, and smallest for choice. The ongoing Commission study on consumer vulnerability across key markets (financial sector, energy and online environment) - launched as a follow-up to the 8th Consumer Markets

MPI variance is taken as a measure of spread (variance of the MPI for a given market and measured across the Member States of the EU) and it is computed as follows:

where 3fPiffle Ef the 2fFT far vmarfcet ƒ fti eaimtry f III 3(PÏ(J).zi>f<F the BifWR^f MPI far vucprfcet ƒfri the Slcrapecm. tfnfan.

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Scoreboard - will investigate whether some socio-demographic groups are more vulnerable to problematic marketing practices than others. It will also propose more refined research tools to use in connection with future Scoreboards and market studies.

Women, young people, students and better educated respondents are more positive about market functioning

Overall, women are more positive than men in their assessment of all market clusters with the exception of transport (where the assessments of the two groups align). The greatest gender differences are seen in the case of automotive goods. This pattern is true for most market components except for switching and complaints. Men switch providers or tariff plans more often than women and consider switching to be easier. They also make fewer complaints than women (even though they are more likely to report problems).

As for the different age groups, young people (aged 18-34) are the most positive in their market assessments and in particular score the highest among all socio-demographic groups on switching and second highest on comparability. Older people's (55+ years) assessments are also higher than average overall, accounting for third lowest percentage of reported problems across all socio-demographic groups. Those aged 34-54 are the least optimistic about market functioning. This largely holds for all market groups except for the automotive cluster, assessment of which seems to improve with age. Indeed, this is the only market cluster that the middle age group rates higher than the youngest age group, and the oldest age group gives by far the highest scores.

Market assessment increases with the level of education, with the highest level of assessment among students, followed by respondents who stayed in education until the age of 20 or later, by those who went to school until 16 to 19 years old, and by people who finished their education at the age of 15 or earlier. This pattern is the strongest for banking services, which receive by far the lowest assessment from those with the lowest educational attainment, which might be linked to the complexity of this group of markets. As for the different market assessment components, the variations are particularly pronounced in the case of trust. The lowest educated group shows a below-average level of trust across all market clusters, while consumers with the highest educational attainment and students give above-average scores.

Across different occupational groups, blue collar workers and, in particular, the unemployed and the self-employed are the most critical in their assessment of market performance. The latter two groups show in particular by far the lowest levels of trust among all socio-demographic groups. All other occupational groups score higher than average, with the highest assessment among students, followed by house persons (not in paid employment, taking care of the home), white collar workers who are not in a managerial position, managers and retired persons.

Overall, consumers who use internet for private purposes are only slightly more positive in their market assessments than those who do not. Looking at different market components, internet users score higher on trust, switching, ease of switching, overall satisfaction and choice. At the same time, they report more problems and complaints than the non-users.

13

Table 3: Market assessment by socio-demographic groups

MPIComparabilityTrustProblemsComplaintsActual switchingEase of switchingOwrall satisfactionChoice
Population awrage77,447,286,839,1573,4913,586,827,527,89
Diff. male-average-0.54*-0.04*-0.09*0.45*-1.25*0.56*0.06*-0.06*-0.07*
GenderDiff. female-average0.54*0.04*0.09*-0.45*1.38*-0.56*-0.06*0.06*0.07*
Diff. 18-34-average0.51*0.11*0.11*0.84*-1.29*2.21*0.14*0.04*0.03*
Age groupDiff. 35-54-average-0.62*-0.05*-0.09*0.61*-0.410.44*-0.05*-0.07*-0.03*
Diff. 55+ - average0.29*-0.04*0.01-1.47*-0.88*-2.16*-0.04*0.04*0.00
Diff. <15 year-average-0.38*0.01-0.14*-0.45*3.33*0,51-0.09*-0.04*-0.03*
EducationDiff. 16-19 year-average-0.110.02*-0.03*0.52*-1.19*-0,06-0.04*0.000.06*
Diff. 20+-average0.06-0.02*0.04*-0.15-1.00*-0,270.04*0.00-0.02*
Diff. Still studying average0.95*0.05*0.24*-0.064.54*1.17*0.13*0.10*-0.01
Diff. selfempl-average-1.59*-0.07*-0.25*2.33*6.70*3.13*-0.12*-0.12*-0.05*
Diff. manager-average0.26*0.000.06*0.034.44*1.66*0.12*0.06*0.05*
Diff. other white-average0.34*0.000.10*-0.40*-5.09*-1.23*0.06*-0.01-0.04*
EmploymentDiff. blue collar-average-0.21*0.06*-0.06*1.12*-1.87*1.23*0.12*-0.010.07*
Diff. student-average1.15*0.06*0.28*-0.025.57*1.45*0.12*0.13*0.02
Diff. houseperson-average0.98*0.17*0.07*-0.672.18*-0.82*-0.010.11*0.10*
Diff. unempl-average-1.94*-0.06*-0.34*2.30*3.36*3.64*-0.23*0.10*-0.09*
Diff. retired-average0.17*-0.07*-0.03*-1.77*0.44-1.95*-0.11*-0.19*0.02*
Internet ConnectionDiff. yes - average0.030.000.02*0.34*0.320.64*0.03*0.01*0.02*
at homeDiff. no-average-0.17-0.01-0.12*-1.78*-2.14*-3.17*-0.17*-0.08*-0.11*

34.

Source of raw data: Market monitoring survey, 2013


2.4. Assessment of different market groups

In order to analyse broad market patterns, 52 individual markets have been grouped thematically into nine market clusters: fast-moving retail goods, (semi-)durable goods, automotive goods, telecoms, transport, utilities, banking services, insurance services, and recreational services17.

Table 4 shows the overall results for each market cluster and their evolution in the period 2010-2013. The colours indicate four categories of performance, depending on the quartile that each result falls into (separately for all goods and services markets). Dark green, light green, orange and red represent respectively high performance (the score is situated among the top 25% of results), middle to high performance (50-75% of results), middle to low performance (25-50% of results) and low performance (bottom 25% of results)18.

Among goods markets, the fast-moving retail cluster receives the highest assessment, followed by semi-durable goods. Automotive goods remain the worst performing cluster, with a 4.5-point gap to the preceding cluster. At the same time, they have seen the highest increase in score between 2012 and 2013 out of all clusters. The services markets clusters are clearly led by recreational services, followed by insurance services and public transport. Banking services are in last position despite steady improvement since 2010. Telecoms and utilities are also ranked low by consumers.

The following services markets were not classified in any of the clusters: legal and accountancy, personal care, maintenance, real estate, vehicle rental and vehicle maintenance and repair. The colours indicated in the second to fourth columns indicate to which quartile the market cluster MPI belonged in 2012, 2011 and 2010 respectively.

14

Table 4: MPI (Market Performance Indicator) per market cluster

MPI 2013Diff2013-2012Diff 2012-2011Diff 2011-2010
GoodsFast moving retail81.0-0.20.91.0
(semi)-durable goods80.6-0.11.21.8
Automotive goods76.01.20.60.1
ServicesRecreational services79.1-0.80.80.9
Insurance services76.30.70.4-0.5
Transport75.80.70.40.1
Utilities74.40.90.2-0.8
Telecoms73.50.22.20.1
Banking services 71.50.70.82.2

The following sections present more detailed results per market cluster. For each cluster, a graph presents the MPI and component scores for 2013 (as well as their evolution since 2012), the performance of individual markets included in a given cluster and the cluster's share in the household budget19. The colour coding is the same as explained above.

2.4.1. Fast moving retail

35.

Books, magazines and newspapers Non-alcoholic drinks Bread, cereals, rice and


Dairy products Alcoholic drinks Personal care products

I

36.

Non prescription medicines


Fruit and vegetables Meat and meat products

Average MPI:
81.0

Comparability 7.7


% Complaints 61.5%

Trust 7.1
0.0pectations 7.9
Ex
0.0%

%
Problems 5.0%
0.0Choice 8.3

The fast moving retail cluster is composed of nine goods markets (including six food and drink markets), characterised by a high use and purchase frequency as well as high substitutability of products. Altogether, these markets account for an important share of the household budget (18%).

Good performance except for meat and fruit & vegetables markets

Given its importance in terms of household expenditure, it is encouraging that this cluster is assessed as generally performing well, with above-median scores on comparability and choice and relatively low incidence of problems and complaints. This is not surprising, given that most products sold in these markets are relatively straightforward and low-value items.

The two notable exceptions to the positive assessment of this cluster are the markets for meat and meat products and fruit and vegetables, ranked lowest and fifth lowest among goods markets, respectively. The Commission's 2012 in-depth study into the meat market found that the main problems for consumers were limited availability of consumer information in butchers' shops, poor consumers' understanding of some key information elements (e.g. sell-by date) as well as high prices and limited choice of specific meat types (such as organic or

Estimated on the basis of Eurostat 2005 (latest available) data from the Household Budget Survey (HBS).

15

animal welfare certified)20. The entry into force of the new food labelling ruleszl - which will make it mandatory to indicate country of origin or place of provenance for unprocessed meat of pigs, poultry, sheep and goats - is likely to increase consumers' ability to make informed choices and reduce the risks of being misled on the characteristics of products.

2.4.2. (Semi-) durable goods markets

„21

I

37.

Spectacles and lenses Entertainment goods


Small household appliances Large household appliances

Furniture and furnishings Maintenance products Electronic products

ICT products Clothing and footwear


Comparability 7.7

Average MPI 80.6

■ I

% HBS: 12%

1 1
0.0
Trust
7.2

% Problems 8.5%

38.

Choice

8.2
1

The (semi-)durable goods cluster encompasses nine goods markets (including household goods, furnishings and clothing) that are used on a daily or frequent basis, but purchased occasionally, requiring more substantial one-off spending. Overall, these markets account for about 12% of the household budget.

Relatively good performance despite a high number of complaints

The markets in this cluster show a mixed performance. Spectacles and lenses and entertainment goods are among the best performing goods markets, while clothing and footwear and ICT products are positioned towards the bottom of the goods markets ranking (4th and 6th lowest position, respectively).

Most (semi)-durable goods components are given a middle to low assessment, with the exception of trust (which is rated higher) and complaints (which are common in this market cluster). This could be linked to the fact that most (semi-)durable goods have an after sales element and retailers are required to offer a minimum duration of legal guarantee on products sold. The Commission has recently launched an in-depth market study on the functioning of legal and commercial guarantees in selected (semi-)durable goods markets (including electronic products; ICT products; electrical household appliances; clothing and footwear; new cars and second-hand cars) with a view to ensuring that EU legislation is consistently implemented and applied across the Single Market.

ec.europa.eu/consumers/consumer_research. Regulation (EU) No 1169/2011, OJ L 304, 22.11.2011, p. 18.

16

2.4.3. Automotive cluster

The automotive goods cluster contains three markets linked to personal motorised transportation: new cars, second-hand cars and fuel for vehicles. Together, these markets account for around 7% of the household budget.

Poor, but improving, performance

This market cluster continues to be problematic for consumers, with markets for second-hand cars and vehicle fuels at the very bottom of the goods markets ranking and new cars in seventh lowest position. All the components (except for complaints) are rated as poor. However, the cluster has seen a consistent improvement in performance since 2010 and the biggest increase in score between 2012 and 2013 out of all the goods and services clusters.

The Commission's recent in-depth study into the market for vehicle fuels has confirmed the central importance of clear and transparent consumer information, identifying differences in fuel labelling both across and within EU countries (e.g. different colours for basic fuel types), insufficient information on fuel quality and vehicle compatibility, as well as the practice of frequent price changes, as the main factors limiting consumers' ability to make informed choices in the market22. An ongoing study on the functioning of the market for second-hand cars will, inter alia, review the regulatory framework of the second-hand cars markets in all Member States, assess dealers' practices and consider whether the information provided to consumers is transparent enough to allow them to make informed choices, and identify the main problems experienced by consumers.

22

The consumer market study and an accompanying Commission Staff Working Document on the functioning of the market for vehicle fuels from a consumer perspective (to be published in June 2014) ec.europa.eu/consumers/consumer evidence/market studies/vehicle fuels/docs/studv enpdf

17

2.4.4. Recreational services

The recreational services cluster comprises all markets that offer services used by consumers in their leisure time, which together cover 8% of the household budget.

Best performer among services markets

Perhaps due to the inherent entertainment aspect of recreational services, this market cluster receives by far the highest evaluation among services markets, with very good or good scores on all the components.

All of the individual markets are assessed above the median of the services markets and the majority of them are situated in the top quartile. The only exceptions are the markets for online and offline gambling.

Even though recreational services are in general assessed better than other services markets, they account for a relatively large number of cross-border complaints received by the network of European Consumer Centres23. Likewise, an EU-wide investigation of websites selling air travel and hotel accommodation in 2013 found that 69% of the 552 websites checked were in breach of consumer protection rules24. The Commission has taken targeted action to further enhance consumer conditions in this sector. For instance, the proposed update to the 1990 Package Travel Directive25 extends the protection for traditional ready-made travel packages to customised travel arrangements bought over the internet. The ongoing study on online consumer reviews in the hotel sector investigates the problem of misleading and fake reviews, and will identify best practices to address this issue (results are due mid-2014). As regards online gambling, a Commission Recommendation will be presented in 2014 aimed at ensuring that consumers of online gambling services enjoy a common high level of protection throughout the internal market.26

The European Consumer Centres Network 2012 Annual Report, ec.europa.eu/consumers/ecc/docs/report ecc-net 2012 enpdf ec.europa.eu/consumers/enforcement/sweep

COM(2013) 513 final, ec.europa.eu/iustice/consumer-marketing/files/com 2013 513 en.pdf ec.europa.eu/internal market/gambling/initiatives/index enhtm

18

2.4.5. Insurance services

The insurance services cluster groups the markets for home, vehicle and private life insurance, which together account for 2% of the household budget.

Low incidence of consumer problems

The cluster is assessed as medium to high performing, despite poorer performance of private life insurance. The majority of components, except for trust and switching, are assessed relatively well. The score for choice is the highest among services market clusters and the incidence of problems is the lowest. The latter could be linked to the fact that actual claims on insurance policies are relatively rare, so there is less scope for problems to arise than in other markets.

19

2.4.6. Public transport

This cluster is composed of three public transport services markets: airline services; tram, local bus and metro; and train services, together accounting for about 1% of the household budget.

Mixed performance across individual markets

This market cluster shows a mixed performance. The market for train services continues to be perceived by EU consumers as one of the poorest performing services sectors (25th out of 31 services markets in 2013), despite improvements in score since 2011. In addition, the level of dispersion in its score is almost the double of the one observed for all services, with Poland, Croatia, Bulgaria, Italy and Romania at the bottom of the ranking. The market for train services in these countries is also among the poorest performers in a recent Eurobarometer on Europeans' satisfaction with rail services27, ranking among the six lowest positions in an aggregate index of satisfaction with railway stations and rail travel. The market for tram, local bus and metro services performs close to the services sector average (corresponding to 13th place in the services markets ranking), while airline services are among the best evaluated markets (fifth place).

While improving year-on-year, transport markets still show a relatively high incidence of problems (fifth highest in the case of train services). In the markets for train services and local public transport this is coupled with a low propensity to complain (third lowest in the latter market), which could indicate that consumers either do not believe that the problems can be satisfactorily solved or perceive the complaint process as too complex and burdensome. Airline services, on the other hand, account for the largest number (a fifth) of all cross-border complaints received by the network of European Consumer Centres28.

One common feature of all transport markets is a low level of competition. The choice of providers is assessed as limited in the airline market and has not even been surveyed in the markets for train services and local public transport (which are monopolies in the majority of Member States).

A number of recent initiatives are expected to improve consumer conditions in the area of travel and transport. Commission proposals to revise air passenger rights29 (March 2013) and the Package Travel Directive30 (July 2013) seek to ensure better consumer information

ec.europa.eu/public opinion/flash/fl 382a en.pdf.

The European Consumer Centres Network 2012 Annual Report, ec.europa.eu/consumers/ecc/docs/report ecc-net 2012 enpdf.

COM(2013) 130 final, eur-lex.europa.eu/LexUriServ/LexUriServ.do?uri=COM:2013:0130:FIN:EN:PDF . COM(2013) 513 final, ec.europa.eu/iustice/consumer-marketing/files/com 2013 513 en.pdf.

20

(respectively in case of delayed or cancelled flights and when buying combinations of travel services) and strengthen passenger protection when something goes wrong. A fact-finding

31

study on passenger rights in urban public transport is expected to lead to the development of a set of ambitious voluntary commitments to protect the rights of travellers and of persons with reduced mobility. Finally, the urban mobility package32 of December 2013 aims at making urban mobility easier and greener.

2.4.7. Utilities

The utilities cluster comprises four markets that provide public utilities. These markets are often characterised by the presence of a limited number of potential suppliers. Such services are used on a daily or frequent basis and account for 4% of the household budget.

Low scores for comparability, choice and switching

While assessed as middle to low performing overall, the utilities market cluster shows a mixed performance across individual markets. Electricity services rank fourth lowest among the services markets, despite slight improvements since 2011, with market performance differing significantly from one country to another and particularly low scores recorded in southern European countries. Water supply and gas services are assessed slightly better (corresponding to 22nd and 16th place in the services markets ranking), while postal services are among the middle to high performing markets (12th place).

Despite improvements since 2012, utilities markets continue to score poorly on comparability of offers, choice of providers (this component was not measured in the water provision market, which is a monopoly in most countries), ease of switching and actual switching (the latter two questions were only asked in respect of electricity and gas markets). This suggests that consumers are not yet able to actively participate in the market and benefit from market liberalisation.

The Commission is working with key stakeholders on increasing the transparency of energy offers and bills, ensuring customers' access to their consumption data (also by promoting smart meter roll-out) and facilitating switching33. In the postal sector, the Commission's

ec.europa.eu/transport/themes/urban/studies/doc ec.europa.eu/transport/themes/urban/ump eahtm.

ec.europa.eu/consumers/archive/strategv/docs agenda 2012 eapdf

21

December 2013 Communication on a roadmap for completing the Single Market for parcel delivery, build trust in delivery services and encourage online sales34 attributes specific tasks to stakeholders to increase transparency and information on delivery solutions, improve the availability, quality and affordability of delivery solutions, and enhance complaint handling and redress mechanisms for consumers.

2.4.8. Telecoms

I

39.

Fixed telephone services TV-subscriptions


Internet provision Mobile telephone servic


Average MPI: 73.5

% HBS:
3%

Comparability 7.1

| 0.0
Trust 6.4

The telecom cluster includes the markets for fixed and mobile telephone services along with the markets for internet provision and TV subscriptions, which together make up 3% of the household budget. These markets are characterised by a limited number of potential suppliers. Telecom services are generally used on a daily or frequent basis, whereas the decision on potential supplier is often made from a long-term perspective, usually through the signing of a contract.

High incidence ofproblems and complaints

This market cluster is rated as middle to low performing, with relatively low scores for trust, choice of providers and overall consumer satisfaction, and the highest incidence of problems and complaints of all the market clusters. On the positive side, the scores for comparability and ease of switching are slightly above the average of all services markets, while actual switching rates are the highest among all cluster groups.

In September 2013, the Commission adopted the Connected Continent legislative package35 laying down measures concerning the European single market for electronic communications and aiming at inter alia enhancing the provision of and access to electronic communications services across the EU, pushing roaming premiums out of the market by 2016 at the latest and improving consumers' choice of telecom providers and services (including from other EU countries). In addition, the proposal strengthens and harmonises consumer rights in the field of electronic communications across the EU, in particular with regard to: elimination of

COM/2013/0886final;

eur-lex.europa.eu/LexUriServ:52013DC0886:EN:NOT. Commission proposal for a Regulation of the European Parliament and of the Council laying down measures concerning the European single market for electronic communications and to achieve a Connected Continent - COM(2013) 627 final.

ec.europa.eu/digital-agenda/en

22

restrictions and discrimination; cross-border dispute resolution mechanisms; freedom to provide and avail of open internet access and safeguards for quality of services; enhancing the transparency and publication of information, including through comparison tools; enhanced information requirements for contracts of fixed and mobile telephony and internet access services; control of consumption measures; contract duration and termination rules; provisions on bundled offers of services; and facilitating switching providers. The proposal builds inter alia on the results of an in-depth study and a related Staff Working Document36 on the functioning of the market for internet access and provision from a consumer perspective.

2.4.9. I-

Banking services

40.

Loans, credit and credit cards


Mortgages Investment products, private


Comparability 6.5

% Complaints 75.2%

-0.2%
% Switching
12.5%

The banking services cluster includes the markets for bank accounts; loans, credit and credit cards; mortgages; and investment products. This market cluster has an important impact on the general financial situation of households, given its link with their financial assets and liabilities, despite its relatively low share in household expenditure (as measured by Eurostat)37.

Poor scores on all components

Banking services are the worst performing cluster from a consumer perspective, with the markets for investment products and mortgages occupying the two bottom places in the services markets ranking. However, all markets in this cluster have seen a consistent improvement in performance over the past four years.

The cluster scores particularly low on trust, comparability, ease of switching and overall consumer satisfaction, and relatively better (in line with the average for all services) on choice. This suggests that choice among providers is less of a problem than issues such as transparency of offers and businesses' compliance with consumer legislation.

Ensuring that financial services are working to the benefit of consumers in the current economic climate is an essential component of EU consumer policy. The recently adopted Directive on mortgage credit38 as well as the soon to be adopted legislation on packaged retail

ec.europa.eu/consumers/consumer research/market studies/internet services provision study en.htm. the study was carried out as a follow-up to the 4th Consumer Markets Scoreboard.

This mainly stems from the fact that in the case of loans, credit and credit cards and mortgages, only charges associated with the loans are included.

OJL60 of 28.02.2014.

23

investment products (PRIPs) and payment accounts (PAD) and the forthcoming review of other legislation dealing with consumer protection on investment services41 aim to improve consumer conditions inter alia by means of more transparent and comparable pre-contractual information, making it easier for consumers to choose the products that best suit their needs. The PAD also facilitates switching from one payment services provider to another and ensures that every EU citizen has the right of access to basic payment account services. Furthermore, the recently adopted report on the implementation of the Consumer Credit Directive42 analyses the functioning of the consumer credit market and the impact of regulatory choices taken by the Member States.

2.5. Market assessment components

The following sections present individual results for different market assessment components. Additionally, the average scores for all 52 markets as well as for the 21 goods and 31 services markets are indicated where relevant. Most scores (unless stated otherwise) reflect the answers on a scale from 0 to 10 and have been grouped into three categories: high rating (score 8-10), average rating (score 5-7) and low rating (score 0-4).

2.5.1. Comparability

The ability to easily and reliably compare price and quality of different goods and services is indispensable for consumers to be able to make informed choices. As in previous years, consumers find it considerably more difficult to compare services than goods. In fact, the comparability component records the biggest difference between the average scores of the two market groups (7.0 and 7.7, respectively). To some extent, this can be linked to the very nature of services, which are by definition less tangible than goods and thus their quality is more difficult to evaluate. However, this inherent intangibility of services may be further exacerbated by confusopoly marketing practices such as overly abundant and opaque offers, packaging products into unduly complex bundles and complicated contractual terms, which hamper consumers' ability to choose the best deal43. For instance, there is evidence showing that the complexity of contract terms and conditions leads many consumers to accept their contractual obligations without reviewing them44. The recent Commission report on the implementation of the Consumer Credit Directive has shown that many borrowers do not even recall the essential elements of their credit contracts 45. This is not good for consumers (who run the risk of blindly accepting disadvantageous contractual obligations) and thus for the market in general.

europa.eu/rapid/press-release STATEMENT-14-129 en.htm. europa.eu/rapid/press-release STATEMENT-14-123 en.htm.

Namely the review of the 'Markets on Financial Instruments Directive' (MiFID-2) and of the Directive on the retail investment funds (UCITS-5).

ec.europa.eu/consumers/rights/docs/ccd implementation report enpdf

Office of Fair Trading, An Introduction to Confusopoly:

oft.gov.uk/shared oft/events/confusopolv/introduction-confusopolv.pdf

Special Eurobarometer 342 on Consumer empowerment, April 2011, ec.europa.eu/consumers/consumer empowerment/docs/report eurobarometer 342 enpdf

The Guardian, Terms and conditions: not reading the small print can mean big problems, 11th May 2011.

Bakos, Yannis; Marotta-Wurlger, Florencia; and Trossen, David R., 'Does Anyone Read the Fine Print? Testing a Law and Economics Approach to Standard Form Contracts' (2009). New York University Law and Economics Working Papers. Paper 195.

ec.europa.eu/consumers/rights/docs/ccd implementation report enpdf

24

Complex markets and utilities are difficult to compare

As shown in Figure 3, among goods markets, comparison is most difficult in the markets for second-hand cars, non-prescription medicines and fuel for vehicles, as has been the case in two previous waves of the survey. Among services markets, the ranking of bottom markets has also remained stable, with banking services (investment products, mortgages, bank accounts), utilities (water supply, electricity services, gas services); real estate services and legal and accountancy services perceived as the most difficult to compare. The biggest improvements in score were noted in the markets for vehicle fuels, train services and water supply (all +0.2).

Comparing markets' scores on comparability with their overall evaluation (MPI scores), the markets for water supply; spectacles and lenses; non-prescription medicines; postal services; and legal and accountancy services are assessed particularly poorly on this component. In contrast, telecom markets (internet provision, mobile telephone services, TV-subscriptions) and the fruit and vegetables market rank higher on comparability than in terms of overall MPI.

25

Figure 3: Comparability

On a scale from 0 to 10, how difficult or easy was it to compare <the services/products> sold by different <suppliers/retailers> ?

Goods

EU28-All markets

Non-alcoholic drinks Books, magazines and newspapers Small household appliances Bread, cereals, rice and pasts Large household appliances Alcoholic drinks Entertainment goods Dairy products Fruit and vegetables Electronic products Personal care products

r

41.

asa asm


HÖ1

Goods markets

Services

ICT products Maintenance products Spectacles and lenses Clothing and footwear Furniture and furnishings New cars Meat and meat products Fuel for vehicles Non-prescription medicines Second hand cars

Holiday accommodation Personal care services Cafés, bars and restaurants Airline services Culture and entertainment Commercial sport services Packaged holidays & tours Vehicle rental services Vehicle insurance Off-line gambling services TV-subscriptions Home insurance On-line gambling services Internet provision Mobile telephone services

27% 28% 28% 27% 29%

31%

28% 29% 30%

31% I

32% 32% 32% 33% 35% 36% 36% 33% 36% 35% 38% 41% 37% 34%

0.2* 0.1* 0.2* 0.2* 0.2* 0.1*

0.2* 0.1* 0.2* 0

0.1* 0.1*

0.1* 0.1* 0.1*

0.3* 0.1*

0.2* 0.1* 0.2* 0.1*

0.2* 0.2* 0.2* -0.1* 0.1* 0.1*

0.2* 0.1* 0.3*

0.1* 0.2*


Services markets

37%

Fixed telephone services Tram, local bus, metro Vehicle maintenance and repair Maintenance services Postal services Loans, credit and credit cards Train services Private life insurance Bank accounts Legal and accountancy services Real estate services Gas services Electricity services Mortgages Water supply Investment products

0.2* -0.1*

0.1* -0.2*

42.

Source: Market monitoring survey, 2013


A number of horizontal and sectorial initiatives at EU level aim at enhancing the transparency of consumer markets and thus reducing search costs and boosting consumers' ability to evaluate alternative offerings. Internet offers a considerable opportunity for consumers to compare price and quality, and is increasingly used to inform both online and offline purchases. The Commission has been working, together with stakeholders, on improving the reliability and transparency of digital comparison tools. Following a report from the multi-stakeholder group (presented at the March 2013 Consumer Summit46), an ongoing in-depth

ec.europa.eu/consumers/documents eapdf

26

study will inform decisions on the way forward, which could include the development of horizontal guidelines on the functioning of comparison tools. In the telecom sector, the 'Connected Continent' proposal47 contains enhanced provisions on information requirements for contracts, including clear, comprehensive and easily accessible information as regards contracts for electronic communications (including internet access services), and enhanced transparency and publication of information measures, with more comparable information, including in particular end-user rights to access certified comparison tools in all Member States. In the area of financial services, the recently adopted Directive on mortgage credit48 as well as the soon to be adopted legislation on packaged retail investment products (PRIPs)49 and payment accounts (PAD)50 and a review of other legislation dealing with consumer protection on investment services51 will enhance transparency, and simplify and standardise pre-contractual information that is provided to consumers on the characteristics of financial products on offer. The PAD also standardises ex-post fee information and gives consumers access to at least one comparison website comparing payment account offers in each Member State that meets certain quality criteria. As a result, consumers will be able to better compare different offers and ultimately choose the ones that best suit their needs. As regards postal services, the Commission Communication Roadmap on parcel delivery aims at increasing transparency and possibilities of comparison of offers52. Finally, in the framework of the Citizens' Energy Forum, the multi-stakeholder Working Group Report on e-Billing and Personal Energy Data Management highlights best practices on how to improve transparency, comparability and, ultimately, consumer trust and participation in energy markets.53

2.5.2. Trust

The trust component measures the extent to which consumers trust businesses to respect consumer protection rules. It can therefore be seen as a proxy for the level of compliance with consumer legislation. Proper enforcement is crucial not only to minimise consumer detriment, but also to protect respectable businesses from unfair competition. Trust in retailers (7.1) remains higher than in service providers (6.7), even though the latter has increased slightly compared to 2012 (by 0.1 point).

Low trust linked to information asymmetry

As in previous years, the market for second-hand cars is the least trusted out of all 52 markets surveyed. The fuel for vehicles market comes second last among goods markets, and the market for meat and meat products ranks third lowest. Among services markets, continuous services are generally assessed worse than one-off services. More than a fifth of respondents do not trust suppliers in the markets for mortgages; real estate services; bank accounts; investment products; electricity services; mobile telephone services; and loans, credit and credit cards.

Commission proposal for a Regulation of the European Parliament and of the Council laying down measures concerning the European single market for electronic communications and to achieve a Connected Continent - COM(2013) 627 final.

ec.europa.eu/digital-agenda/en

43.

OJL60 of 28.02.2014


europa.eu/rapid/press-release STATEMENT-14-129 en.htm europa.eu/rapid/press-release STATEMENT-14-123 en.htm

Namely the review of the 'Markets on Financial Instruments Directive' (MiFID-2) and of the Directive on the retail investment funds (UCITS-5)

COM/2013/0886final; eur-lex.europa.eu/LexUriServ:52013DC0886:EN:NOT ec.europa.eu/energy/gas electricitv/doc/forum citizen energy/20131219-e-billing energy data.pdf

27

In general, it appears that trust is lowest in those markets where the asymmetry of information between the trader and the consumer is the most acute. Second-hand cars, banking services, and real estate services, all of which lie at the bottom of the trust ranking, are also classic examples of situations where the seller is usually better informed than the buyer.

Comparing the results on trust with the overall MPI results, a negative impact of the trust component can be noted in the markets for alcoholic drinks, online gambling services and home insurance. The opposite trend can be seen in the markets for non-prescription medicines; postal services; legal and accountancy services; and train services.

Trust in meat market drops following the horsemeat scandal

The market for meat and meat products has seen its trust score drop by 0.5 points since 2012 (biggest change on any single component). The drop was the highest in the UK (-1.9) and Ireland (-1.6), two of the countries most affected by the horsemeat scandal. The biggest increases in the trust score were noted in the markets for vehicle fuels; vehicle rental services (+0.3 both); house maintenance services; investment products; mortgages; and clothing and footwear (all +0.2).

28

Figure 4: Trust

On a scale from 0 to 10, to what extent do you trust <suppliers/retailers> to respect the rules and regulations protecting consumers?

Goods

44.

EU28 - All markets


Books, magazines and

newspapers Spectacles and lenses

Bread, cereals, rice and pasta

Non-alcoholic drinks

Non-prescription medicines

Small household appliances

Large household appliances

Dairy products

Entertainment goods

Electronic products

Personal care products

Furniture and furnishings

Maintenance products

MS HWm

mmm

twm

WM

mm wsmm

mm mm

45.

Goods markets


Services

46.

Clothing and footwear ICT products New cars Alcoholic drinks Fruit and vegetables Meat and meat products Fuel for vehicles Second hand cars


Personal care services Culture and entertainment Commercial sport services Postal services Holiday accommodation Airline services Vehicle rental services Packaged holidays & tours Tram, local bus, metro Legal and accountancy services Cafés, bars and restaurants Off-line gambling services Water supply Vehicle insurance Services markets

35% 36% 34% 40% 40% 38% 41% 42% 40% 43% 43%

39%

iwm

39%

41% 41% 39% 40%

■s:i

40% 40%

36%

tftm itwm

38% 46% 42% 43% 46% 40% 39% 45% 39% 37% 41% 41%

48% 44% 47%

7.3 7.3 7.3 7.3 7.3 7.3 7.2 7.2 7.2

47.

2013-2012


48.

0 0 0 0


-0.1* -0.1*

49.

0 0


6.3 5.8

-0.1* -0.5* 0.3* 0.1*

50.

0 0


51.

0.1*


-0.1 #N/A 0.1* 0.1* 0.1*

52.

2012-2011


0.1* 0

0.2* 0.2* 0

0.1* 0.1* 0

53.

0.1*


0.2* -0.1 0.1*

0

0.1* 0.1*

0.1* #N/A

0 -0.1

0*

54.

2011-2010


#N/A 0.2* 0.3* 0.4* 0.1* 0.1*

#N/A 0.4* 0.1*

0

0.2* -0.1*

0

0.2* 0

55.

0.1*


0.2* #N/A 0

56.

0.1*


Zp3

TV-subscriptions Home insurance Train services Maintenance services Vehicle maintenance and repair On-line gambling services Fixed telephone services Gas services Private life insurance nternet provision Loans, credit and credit cards Mobile telephone services Electricity services nvestment products Bank accounts Real estate services Mortgages

tiv.m mvsm

40% 43%

47% 43% 40% 40% 41% 45% 45% 40% 41% 38% 43% 37% 46%

0.1* 0.1* 0.2* 0.2* 0

#N/A

0

0.1* 0.2*

0.4* 0

0.2* 0

0.1* #N/A 0.1*

0

0.1* -0.1

#N/A

0

-0.2* -0.1* -0.2* #N/A 0.2*

0.5* 0

0.1 #N/A

57.

Source: Market monitoring survey, 2013


The EU has taken a number of initiatives to strengthen consumer protection in the low-trust markets. The above-mentioned initiatives in the banking services and telecom areas all aim to reduce information imbalance between providers and consumers, by making sure that sellers cannot hide crucial information from consumers such as variable rate loans and foreign currency loans in the case of mortgages or in the field of electronic communications actual speeds provided to customers and data volume limitations in the case of internet access

29

services. In the second-hand car market, the roadworthiness package, recently adopted , clamps down on mileage (odometer) fraud through the registering of mileage readings and making odometer manipulation a punishable offence. The Commission's ongoing in-depth study is expected to shed further light on dealers' practices and compliance with the existing regulatory framework. The Commission is also reflecting on how best to step up enforcement of consumer economic rights legislation. From October 2013 to February 2014, a public consultation55 was held on the review of the Consumer Protection Cooperation Regulation, which sets up a network among national authorities to stop cross-border infringements of EU consumer rules and to combat malpractices. An impact assessment currently explores the options available to strengthen the authorities' powers and to improve the enforcement cooperation and alert mechanisms among authorities. (Final results are expected by the end of 2014).

2.5.3. Problems

On average, 9.2% of respondents encountered at least one problem with goods/services or retailers/providers across the 52 markets in 2013, continuing the slight downward trend since 2010. In general, problems are less common in the goods markets (7.3%) than in the services markets (10.4%).

Highest incidence ofproblems in telecoms, lowest in gambling and insurance markets

Among goods markets, respondents are most likely to encounter problems in the markets for second-hand cars; ICT products; and clothing and footwear. The services markets that cause most problems for consumers include telecoms (internet provision, mobile telephone services, TV subscriptions), train services, real estate services and bank accounts. The high incidence of problems with internet service provision has been confirmed by a recent Commission study, with interruptions in the internet connection and a slower than anticipated speed being the most common problems. The overall detriment to consumers due among others to internet outages and time spent solving problems has been estimated at between € 1,4 billion and € 3,9 billion for EU2756.

Interestingly, only 2% of respondents report problems in the market for offline gambling (lowest proportion across all markets surveyed) while 8% have experienced problems when gambling online. In addition, relatively few respondents (6%) experience problems in the three insurance markets, probably because these markets are only activated in relatively rare circumstances such as accident, illness or robbery.

The highest increase in the proportion of consumers reporting problems can be noted in the markets for alcoholic drinks and for cafés, bars and restaurants (both +0.9 percentage point),

Directive 2014/45/EU of the European Parliament and of the Council of 3 April 2014 on periodic roadworthiness tests for motor vehicles and their trailers and repealing Directive 2009/40/EC Directive 2014/47/EU of the European Parliament and of the Council of 3 April 2014 on the technical roadside inspection of the roadworthiness of commercial vehicles circulating in the Union and repealing Directive 2000/30/EC

Directive 2014/46/EU of the European Parliament and of the Council of 3 April 2014 amending Council Directive 1999/37/EC on the registration documents for vehicles

ec.europa.eu/dgs/health_consumer ation_201310_en.htm

Consumer market study on the functioning of the market for internet access and provision from a consumer perspective" (2012) - conducted on behalf of the European Commission by Civic Consulting. ec.europa.eu/consumers/consumer research/market studies/internet services provision study e n.htm

30

while the biggest decline is observed in the markets for train services (-2.6); vehicle maintenance and repair (-2.3); and fuel for vehicles (-1.3).

Figure 5: Problems (as percentage of respondents)

Did you experience a problem with <the service/product> or <the supplier/retailer>, where you thought you had a legitimate cause for complaint?

Diff 2013-2012□iff 2012-

2011
Diff 2011-

2010
EU27 - All markets9%-0 3-1.5-0.5
Books, magazines and newspapers Non-alcoholic drinks■ 2%

■ 3%
-0.5* -0.1-1* 00.3 0.1
Personal care products■ 3%0.2-1.3*0.7*
Non-prescription medicines■ 3%-0.2-1.7*1*
Alcoholic drinks■ 3%0.9*-1.8*1.2*
Bread, cereals, rice and pasta■ 5%-0.30.20.2
Entertainment goodsH 5%-0.1-1*-3.4*
Dairy productsH 6%-0.6*1.4*
Maintenance products7%-1.2*-1.4*-2.2*
GoodsFuel for vehicles7%-1.3*0.6*1*
Spectacles and lenses7%-0.3-0.7*
| EU27-goods markets7%-0.1-0.8*-0.4*
Furniture and furnishings7%0.1-2.7*-0.8*
Electronic products8%0.3-2.9*1*
Small household appliances8%0 1-1*-1.8*
Large household appliances9%0 4-2.1*-0.9*
Meat and meat products9%0.60.60.1
Fruit and vegetables10%0.11.7*0.2
New cars11%0.4-3.5*-1.2*
Clothing and footwear12%-0.9"2.8*0
ICT products^^^m 13%0.3-1.1*-0.3
Second hand cars^^^H 15%-0.3-2.8*-1*
Off-line gambling services■ 2%
Culture and entertainment■ 3%0-0.3-1.6*
Personal care services■ 4%0.2-0.9*0.3
Commercial sport servicesH 5%0.3-3.1*-1*
Vehicle insuranceH 6%-1.6"-0.6-1.2*
Home insuranceM 6%0.6*-1.1*-1.2*
Private life insuranceM 6%-0.6*-1.7*
Holiday accommodation7%-0 6-2.7*-0.8*
Water supply8%-0 2-1.4*-0.7*
on-line gambling8%
Gas services8%-0.1-1.4*0.8*
Packaged holidays & tours9%-0.3-3.2*-1.4*
Vehicle rental services9%-0.5-0.3-1*
ServicesAirline services Mortgages9% 10%-0.9' -1.1*-2.4* -3.1*-1.3*
Cafés, bars and restaurants10%0.9*1*-0.9*
| EU27-services markets10%-0 5*-2*-0.5*|
Investment products, private pensions and securities Vehicle maintenance and repair10%

12%
-0.7 -2.3*-3.2* -2.1*-6.4* -2.6*
Electricity services12%0.1-3*1.5*
Loans, credit and credit cards12%0-2.3*
Legal and accountancy services12%-0.8*-1.4*
Tram, local bus, metro13%-0.8*2*-1.2*
Postal services13%-0.71.8*0.8*
Fixed telephone services^^^m 13%0.3-2.3*-1.7*
Bank accounts^^^m 14%-0 1-3.1*-0.5
Maintenance services^^^m 14%0-3.9*-1.9*
Real estate services^^^m 15%-1.2*-1.9*-3.2*
Train services^^^B 16%-2.6*-0.3-3.2*
TV-subscriptions^^^^m 18%0.4-8.9*#N/A
Mobile telephone services^^^^H 18%-0.1-4.3*2.1*
Internet provision^^^^^m 21%-0.5-6.1*-0.1

%yes

EN

31

EN

58.

Source: Market monitoring survey, 2013


The markets that score particularly poorly in the problems ranking (with relatively high incidence of problems) compared to the overall MPI ranking include airline services; postal services; TV-subscriptions; tram, local bus and metro; spectacles and lenses; as well as small and large household appliances. The opposite is true for the markets for private life insurance; mortgages; investment products; gas services; vehicle fuels; electricity services and offline gambling services.

2.5.4. Complaints

Almost three quarters (73%) of those who experienced problems complained about them to at least one party (official complaint body, retailer/provider, manufacturer or friends/family). Consumers are more likely to complain about services (75%) than about goods (69%). At the same time, consumers' propensity to complain has dropped for both goods and services markets compared to the past two years.

Retailers/providers are the first point of contact

For all markets, the party most likely to be contacted is the seller of the goods or the provider of the service (57%) - thus the immediate and known point of contact and (in the case of (semi-)durable goods) the one legally responsible for any faults in the product. A third of those who had a problem (31%) shared their bad experience with friends and family. Complaints to official third parties (such as public authorities, consumer organisations or ombudsmen) were much less frequent (8% across all markets) except for certain services markets (20%, 18% and 15% in the markets for legal and accountancy services; investment products; and real estate services, respectively), which in the Scoreboard analysis is an indicator of the severity of the problem. Finally, only 4% of consumers addressed their complaint to a manufacturer57 but this proportion can go up to 20% in the markets for new cars, ICT products and large household appliances, which are most often sold with an additional manufacturer's warranty.

In general, complaints are most common in markets which cause most problems

Among goods markets, consumers are most likely to complain about ICT products (83%), new cars and large household appliances (80% both), i.e. arguably the goods of highest monetary value, covered by legal and most often also commercial guarantees. The opposite is true for non-prescription medicines; non-alcoholic drinks; and fuel for vehicles. In the latter case, a recent Commission market study58 concluded that the difficulty of establishing the facts ex-post represents a considerable challenge for consumers seeking redress in case of problems; thus, preventive measures and more effective enforcement of existing legislation are key in reducing consumer detriment.

Services markets that attract the largest share of complaints (over 80%) include the four telecom markets. In contrast, problems with online and offline gambling are the least likely to lead to complaints, followed by local transport.

The base for this figure is all markets where this answer was available. The answer option to a manufacturer was only possible for the following services markets: House and garden maintenance services, Personal care services, Vehicle maintenance and repair services, Fixed telephone services, Mobile telephone services, Internet provision. Among goods markets, the question applied to all the markets except for vehicle fuels.

59.

58 To be published in June 2014 at


ec.europa.eu/consumers/consumer evidence/market studies/vehicle fuels/docs/studv en.pdf

32

Services markets where the largest share of consumers complain when facing problems (over 80%) include the four telecom markets. In contrast, problems with online and offline gambling are the least likely to lead to complaints, followed by local transport.

In general, the markets that cause most problems tend to be the ones that consumers complain the most about, with a moderate (0.54) correlation between the percentage of consumers reporting problems in each market and the likelihood that complaints will be followed up. This is particularly true for telecom services, ICT products and new cars. But there are some exceptions to this pattern. Relatively high proportions of consumers report problems in the markets for train services; tram, local bus and metro; real estate services; fruits and vegetables; and second-hand cars, but few of them have complained about these problems. In contrast, the markets for commercial sport services and for books, magazines and newspapers show a low incidence of problems but a high proportion of complaints.

33

Figure 6: Complaints (as percentage of consumers who experienced a problem)

Have you complained about <this problem/one of these problems>?

60.

EU28-AII markets


TOTAL complained 2013

Goods

Non-prescription medicines Non-alcoholic drinks Fuel for vehicles Fruit and vegetables As 42% Alcoholic drinks M> 31% Personal care products kS 41% Bread, cereals, rice and pasta i *0 40% Dairy products ; W0 40% Meat and meat productsR 42% Entertainment goods

4%31%5°/m26%■
2%30%4%31%
m32%33%

61.

Goods markets


Services

Small household appliances Second hand cars Furniture and furnishings Maintenance products Electronic products Clothing and footwear Spectacles and lenses Books, magazines and newspapers Large household appliances New cars ICT products

On-line gambling services Off-line gambling services Tram, local bus, metro Personal care services Water supply Train services Vehicle rental services Legal and accountancy services Gas services Real estate services Mortgages Home insurance Electricity services Culture and entertainment Postal services Private life insurance Vehicle insurance Loans, credit and credit cards Holiday accommodation Investment products

28% 33% 33% 39%

56% 56% 59% 57% 63% 56% 66% 63%

41% 38% 37% 41%

24% 29% 35% 32%

62.

Services markets


Vehicle maintenance and repair Airline services Cafés, bars and restaurants Bank accounts Commercial sport services Packaged holidays & tours Maintenance services TV-subscriptions Mobile telephone services Fixed telephone services Internet provision

57% 44% 58% 52% 55% 61% 63% 50% 62%

58% 62% 61%

60%

29% 41%

30% 33%

32% 36% 28%

32%

32% 36% 34%

63% 62%

52% 52% -5.4* 52% 56% 59% 61% 61% 63% 63% 65%

69% -3.4*

71% 72% 72% 73% 73% 75% 76% 78% 16.6'

0.1

63.

-2.4*


79% 80% 80%

56% 57% 62% 65% 68% 69% 69% -5.6' 70% -4.2'

-0.8

71% 72% 73% 73% 73% 73% 73% 73% 73% 74% 74% 74%

-0.6

75% 76% 77% 77% 80% 80% 80% 81% 82% 84% 85%

■ Yes - third party

■ Yes - retailer/provider

■ Yes - manufacturer

■ yes - friends family

64.

Source: Market monitoring survey, 2013


34

2.5.5. Overall satisfaction

The satisfaction component measures the extent to which different markets meet consumers' expectations.

Satisfaction closely linked to overall market assessment

It follows very closely the overall MPI ranking, with goods markets (7.8) evaluated higher than services markets (7.3). In addition, the bottom three markets among both goods and services market groups are the same in the two rankings. Second-hand cars and fuel for vehicles remain the lowest-scoring goods markets even though the latter has recorded a considerable (+0.4 percentage point) increase in score since 2012. Meat and meat products are third from bottom, following a decrease in score (-0.2). Despite slight increases in score since 2012, the markets for investment products, mortgages (both + 0.2 points) and real estate services (+0.1) remain at the bottom of the services markets satisfaction ranking.

35

Figure 7: Overall satisfaction

On a scale from 0 to 10, to what exctent did <the services/products> on offer from different <suppliers/retailers> live up to what you wanted within <the past period>?

EU28- All markets WÜM

Books, magazines and

newspapers Spectacles and lenses

Non-alcoholic drinks

Goods


Large household appliances Electronic products Alcoholic drinks Entertainment goods read, cereals, rice and pasts Dairy products New cars

Small household appliances Furniture and furnishings Non-prescription medicines ÖË3 Personal care products


Goods markets

ICT products Maintenance products Clothing and footwear Fruit and vegetables Meat and meat products Fuel for vehicles Second hand cars

25% 28% 27%

29% 28% 29% 30% 30% 32%


31%

31% 35% 34% 36% 37% 35% 39%

0.1* 0.1*

0.1* 0.1*

0.1* 0.1*

0.3* 0.1*

0.1* I

0.1* -0.2*

Personal care services Culture and entertainment Holiday accommodation Commercial sport services Packaged holidays & tours Vehicle rental services Airline services Vehicle insurance Cafés, bars and restaurants Postal services Water supply Vehicle maintenance and repair Home insurance Legal and accountancy services

31%

32%

31% 34% 35% 34%

37% 35%

32% 35% 39% 36%

Services markets

37%

Mobile telephone services Maintenance services Fixed telephone services TV-subscriptions Loans, credit and credit cards Gas services Internet provision Tram, local bus, metro Electricity services On-line gambling services Bank accounts Private life insurance Train services Off-line gambling services Real estate services Mortgages Investment products

36% 40% 37% 35% 38% 38% 40% 39% 36% 38% 39% 44% 41% 38%

0.1* 0.2*

65.

Source: Market monitoring survey, 2013


The markets that score higher on satisfaction than in the overall MPI ranking include mobile telephone services; new cars; electronic products and internet provision. The opposite is true for offline gambling; online gambling; and tram, local bus and metro.

2.5.6. Choice

The choice component measures the extent to which respondents believe that the supply of retailers/providers is sufficient in each market, thus reflecting the level of local competition as perceived by consumers. Overall, choice is the highest assessed component, although there is a considerable difference in score between goods and services markets (8.2 and 7.6 respectively). The choice question was not asked in the markets for local transport, train services and water supply, where only one main provider is available in most countries.

36

Choice assessed the lowest in the markets for vehicle fuels, non-prescription medicines, meat and utilities

Among goods markets, fuel for vehicles, non-prescription medicines, and meat and meat products are at the bottom of the choice ranking. The low availability of certain meat types (such as organic or animal welfare certified) was also confirmed by a recent Commission's in-depth study59. Among services markets, utilities (gas, electricity and postal services) score the worst. However, the latter three markets, together with the markets for TV subscriptions and clothing and footwear, have seen the largest improvements in score since 2012 (of 0.2 points). In contrast, the scores on choice for small household appliances and for bank accounts have deteriorated the most (-0.2 points).

ec.europa.eu/consumers/consumer research/market studies/meat market study eahtm

37

Figure 8: Choice

On a scale from Oto 10, would you say there are enough different <suppliers/retailers> of<the services/products> you can choose from?

66.

EU28-All markets


Diff 2013-2012

Diff 2012-2011

Goods

67.

Alcoholic drinks Personal care products Non-alcoholic drinks Bread, cereals, rice and pasta Spectacles and lenses Small household appliances New cars


Large household appliances Dairy products Electronic products CT products Goods markets

Services

68.

Clothing and footwear Books, magazines and


newspapers Maintenance products

Fruit and vegetables

Entertainment goods

Second hand cars

Furniture and furnishings

Meat and meat products

Non-prescription medicines

Fuel for vehicles

Holiday accommodation Personal care services Cafés, bars and restaurants Vehicle insurance Home insurance Packaged holidays & tours Mobile telephone services Loans, credit and credit cards Vehicle maintenance and repair Private life insurance Off-line gambling services Legal and accountancy services Bank accounts Real estate services On-line gambling services

8.6 8.5 8.5 8.4 8.4 8.3 8.3 8.3 8.3 8.2 8.2 8.2

0.1* 0*

69.

0 0


-0.1* -0.2*

0

70.

-0.1*


0

-0.1* -0.1* 0*

8.2 8.2 8.2

8.0 8.0 7.9

0.2* -0.1* -0.1* -0.1* -0.1* 0

71.

-0.1*


72.

0 0


73.

0.1*


0* 0* 0.1 0.1 0*

74.

0.1*


0

75.

0.1*


0

0* 0.1* 0*

0.1* 0*

0.1* 0.2* 0*

0

0* 0.1

0

76.

-0.1*


8.5-0.1*0.1*
8.400
8.400
8.30.1*0*
8.10*0.1*
8.0-0.1*0*
8.000.1
7.900
7.900
7.900.1
7.8
7.800
7.8-0.2*0.1*
7.800.1
7.8
7.600
7.60.1*0*
7.500
7.5-0.1*0.1*
7.500.1
7.500.1
7.4-0.1*-0.1*
7.40.1*0*
7.400.1
7.10.2*0.1*
7.1-0.1*-0.2*
6.60.2*-0.2*
6.60.3*0.2*
6.30.2*0.1*

| Services markets"

Commercial sport services Investment products Culture and entertainment Maintenance services Internet provision Airline services Vehicle rental services Fixed telephone services TV-subscriptions Mortgages Postal services Electricity services Gas services

77.

10-4


78.

5-7


79.

18-10


Source: Market monitoring survey, 2013

38

The markets which score much better on choice than in the overall MPI ranking include mobile telephone services; real estate services; loans, credit and credit cards; bank accounts; and investment products. The opposite is true for airline services; culture and entertainment; vehicle rental services; postal services; commercial sport services; books, magazines and newspapers; and entertainment goods.

2.5.7. Switching

The possibility to switch providers is important, as it allows consumers to optimise their choice and thus to exert competitive pressure in the market. The switching component captures both the level of actual switching and the (perceived) ease of switching and covers the 14 services markets in which switching is possible (i.e. continuous service markets where the consumer has an on-going contract with the supplier and where alternative suppliers are available).

Switching most common in telecom sector and investments

Overall, 14% of consumers switched their provider or a product with the same provider during the reference period. Consumers are more likely to switch supplier (9%) than products or services with the same supplier (6%), and this is true for all of the switching markets except for TV subscriptions, mobile telephone services and mortgages (in the latter market, the proportions of supplier and product switchers are the same).

Switching is most common in the markets for mobile telephone services (23%), internet provision (19%) and investment products (17%). On the other hand, only a tenth of consumers or less have switched in the markets for mortgages (possibly due to early repayment penalties applied to most fixed-term mortgage deals), home insurance, gas, electricity and private life insurance.

While, at EU level, there has been little change in the incidence of switching between 2012 and 2013 (the largest increase, of 1.3 percentage points, has been noted in the market for mobile telephone services), considerable improvements have occurred at country level in some markets. Notably, switching rates in both gas and electricity markets have improved by more than 10 percentage points in Belgium and Portugal, following important action taken by their governments and consumer organisations.

39

Figure 9: Actual switching

For <services>, have you switched <tariff plan> or <supplier> in <the past period>?

■ No ■ Yes - goods/services with same provider Yes-supplier

EU28-switching markets 2013 2012 2011
mobile telephone services 2013 2012 2011
internet provision 2013 2012 2011
investments, private pensions and securities 2013

2012 2011
fixed telephone services 2013 2012 2011
vehicle insurance 2013 2012 2011
TV-subscriptions 2013 2012 2011
commercial sport services 2013 2012 2011
bank accounts 2013 2012 2011
loans, credit and credit cards 2013 2012 2011
private life insurance 2013 2012 2011
electricity services 2013 2012 2011
gas services 2013 2012 2011
home insurance 2013 2012 2011
mortgages 2013 2012 2011

80.

Source: Market monitoring survey, 2013


40

Switching mortgages, gas and electricity seen as most difficult

Switching supplier is perceived as being easiest in the markets for commercial sports services and vehicle insurance, followed by mobile telephone services and home insurance. This could be linked to the fact that some contracts in these markets require renewal after a certain period of time. Mortgages have the lowest score on ease of switching, followed by gas and electricity services. These three markets also rank lowest, third lowest and fourth lowest, respectively, on actual switching. Investment products are also perceived as difficult to switch but are switched relatively often.

Switching supplier is rated as easier by those with switching experience (7.6) than by non-switchers (6.8), regardless whether the latter considered switching or not, and this holds true for all 14 switching markets. The difference between the assessments of switchers and non-switchers is the greatest in the markets for gas and electricity services. These are also the two markets where ease of switching improved the most between 2012 and 2013 (both +0.2). Countries with the biggest improvements on this aspect in both electricity and gas markets are again Portugal (+2.1 and +1.8, respectively) and Belgium (+1.3 and +1).

41

Figure 10: Perceived ease of switching

On o scale from 0 to 10, how difficult or easy <do you think it wos/wos it> to switch <the post period>?

81.

switched good/service


Tota

/Tth same provider or didn't switch switched supplier

switched good/service

Tota

/Tth same provider or didn't switch switched supplier

switched good/service

Tota

/Tth same provider or didn't switch switched supplier

switched good/service

Tota

/Tth same provider or didn't switch switched supplier

switched good/service

Tota

/Tth same provider or didn't switch switched supplier

switched good/service

Tota

/Tth same provider or didn't switch switched supplier

switched good/service

Tota

/Tth same provider or didn't switch switched supplier

> switched good/service

82.

Tota


/Tth same provider or didn't switch switched supplier

ï _+j switched good/service

83.

Tota


/Tth same provider or didn't switch switched supplier

switched good/service

Tota

/Tth same provider or didn't switch switched supplier

Tota

with same provider or didn't switch switched supplier

£ > switched good/service

84.

Tota


/Tth same provider or didn't switch switched supplier

£ switched good/service

85.

Tota


/Tth same provider or didn't switch switched supplier

switched good/service

Tota

/Tth same provider or didn't switch switched supplier

DifT 2013 2013-2012Diff

2012-

2011
Diff 2011 2010
7.6000.2*
7.5000.2*
8.40.1-0.10.1
7.600.10.2*
7.500.10.2*
8.40.100.1
7.20.1*00.1*
7.20.1*00.1
7.60.3*-0.10.2*
7.2-0.1*0.1*0.1*
7.100.1*0.1*
8.1-0.3*0.10.5*
7.000.1*0
7.000.1*0
7.70.2-0.20.2
6.90.1*0
6.90.2*0
7.1-0.1-0.1
6.8000.2*
6.8000.2*
6.900.1-0.2
6.800.1*0.1*
6.800.1*0.1*
7.10-0.20.1
6.70.10
6.60.10
7.2-0.1-0.1
6.60.1*0
6.60.1*0
7.60.10.3*
6.50.1*-0.1*0.2*
6.40.1*-0.1*0.2*
7.10-0.10.3*
6.40.2*0.2*-0.1
6.30.2*0.2*-0.1*
7.80.3*-0.3*0
6.40.2*00
6.30.2*00
7.70.20-0.1
5.70.1-0.1*
5.70.1*-0.1*
6.7-0.3*0.2

86.

Source: Market monitoring survey, 2013


42

A number of recent Commission initiatives aim to make consumers aware of switching possibilities, and make the switching process as easy as possible. Following the Commission's in-depth study into the market for internet service provision60, which found persistent barriers to switching, the 'Connected Continent' legislative package61 contains enhanced provisions on switching of phone and Internet providers or contracts by enhancing the transparency and information requirements of telecom contracts. The proposal maintains the current rules on maximum duration of a contract (24 months) while obliging each operator to offer at least one package with a minimum duration of 12 months; contains enhanced consumer protection rules in relation to automatic extension of contracts, and introduces the right to terminate any contract after six months without penalty by giving one month's notice. Furthermore, the significant and non-temporary discrepancy between the actual performance of the services regarding speed or other quality of service parameters and the performance indicated by the provider in the contract shall also be considered as non-conformity of the performance terms under the contract. Finally, in view of the increasing relevance of bundles of services provided in the market and the importance of enhancing consumers protection as regards these bundled offers, the proposal contains specific provisions under which contract termination and switching rules will apply to all services in bundled offers comprising at least a connection to an electronic communications network or one electronic communications service. Likewise, the soon to be adopted Directive on payment accounts will establish a simple and quick procedure for consumers who wish to change their payment account to one with another provider. In addition, the Commission has launched a multi-stakeholder Working Group that will analyse the potential of new ways for consumers to get better deals (such as collective switching and via new business intermediaries). A report highlighting good (national) practices is expected to be presented at the next Citizens' Energy Forum62.

2.6. Market penetration

The graph below presents the penetration of different markets in terms of percentage of consumers who bought goods/services within the reference period in each market63 in the EU28.

Market penetration varies considerably both between markets and between countries.

Penetration highest for food and utilities, lowest for recreational and financial services

The highest-penetration markets (used by at least two-thirds of respondents in the reference period) include all six food and drink markets covered by in the survey; utilities (electricity, water supply); clothing and footwear; personal care products; mobile phone services; books, magazines and newspapers; and non-prescription medicines.

The lowest-penetration markets (used by less than a third of respondents) are mostly services markets. Online gambling64 has the lowest penetration, followed by a range of financial

Consumer market study on the functioning of the market for internet access and provision from a consumer perspective" (2012) - conducted on behalf of the European Commission by Civic Consulting. ec.europa.eu/consumers/consumer research/market studies/internet services provision study e nhtm

Commission proposal for a Regulation of the European Parliament and of the Council laying down measures concerning the European single market for electronic communications and to achieve a Connected Continent - COM(2013) 627 final.

ec.europa.eu/digital-agenda/en

ec.europa.eu/energy/gas electricity/doc/forum citizen energy/20131220 citizen forum meeting.zip As a proportion of all consumers who were asked if they qualified for this market.

43

markets (mortgages; investment products; private life insurance; loans, credit and credit cards); travel-related markets (vehicle rental; packaged holidays and tours; airline services); real estate services; and legal and accountancy services. Among goods markets, new and second-hand cars are the least frequently bought products.

Figure 11: Market penetration

Market penetration - EU28
Proportion of consumers who bought a product or service within the reference period in
each market
bread, cereals, rice and pasta non alcoholic drinks clothing and footwear dairy products fruit and vegetables meat and meat products electricity services personal care products mobile telephone services water supply books, magazines and newspapers alcoholic drinks non prescription medicines cafés, bars and restaurants fuels

personal care services cultural and entertainment services postal services bank accounts internet provision vehicle insurances maintenance products fixed telephone services entertainment goods tram, bus and metro services gas services

vehicle maintenance and repair services ICT products TV-subscriptions spectacles and lenses small household appliances maintenance services train services large household appliances furniture and furnishings electronic products home insurances holiday accommodations commercial sport services off-line gambling and lottery services loans, credit and credit cards airline services legal and accountancy services private life insurance investments products packaged holidays & tours mortgages second hand cars
new cars^^^^^H 16%
real estate services
^^^^^m 15%
vehicle rental services
^^^^H 14%
on-line gambling and lottery services
^^^^H 13%
■ % Penetration

Additional online recruitment was conducted for this market in some countries, which indicates that the actual penetration is even lower.

44

87.

Source: Market monitoring survey, 2013


The markets which are more familiar to consumers also tend to receive better assessments, with a modest positive correlation (0.34) between market penetration and MPI scores at country level.

In addition, markets with higher penetration EU-wide show lower differences in penetration between countries65 (there is a negative correlation of 0.81 between the two). Everyday necessities (clothing and footwear; non-alcoholic beverages; dairy products; bread and cereals; meat and meat products; fruit and vegetables) have the least differences in market penetration across the EU. On the contrary, the biggest variation in market penetration is noted in some of the lowest-penetration markets: packaged holidays and tours; investment products; airline services; new cars; and mortgages.

3. ADDITIONAL INDICATORS 3.1. Prices

Price dispersion across Member States and its evolution over time should be carefully monitored as the single market should favour price convergence (in particular for tradable goods), while at the same time it is not reasonable to expect price differences to disappear completely. However, comparable and representative data on price levels across Member States are still rather limited.

The data shown here come from several sources. In addition to purchasing power parities (PPPs) price level indices66, detailed price-level data are available for certain categories of goods and services. The prices of network services include data routinely provided to Eurostat by Member States (gas and electricity), complemented by data from relevant Commission reports (broadband internet access).67 Vehicle fuel prices are published weekly by the Commission's Market Observatory for Energy, which uses data received from Member States. Lastly, a pilot project carried out by the European Statistical System, currently in its fifth year, collects detailed price levels for specific groups of products68. The project currently covers 156 products and 24 Member States (in addition to Iceland, Switzerland, Turkey)69.

Price differences between EU countries decrease over time

In order to see whether the single market coincides with price convergence, it is important to study how price differences across the EU have evolved over time70. Figure 12 shows price dispersion between EU countries in 2012 (horizontal axis) and its evolution since 2001

As measured through the coefficient of variation.

The collection of prices within the purchasing power standards is done every three years and only in capital cities. In addition, price level indices and changes in them over time not only reflect differences in the prices of comparable products but are also influenced by different patterns of consumption across Member States and over time.

Broadband Internet Access Cost (BIAC), Study on behalf of the European Commission, Directorate-General Communications Networks, Content and Technology. Digital Agenda Scoreboard, https://ec.europa.eu/digital-agenda/en/scoreboard.

The products included within the same general product description are not necessarily fully comparable. In different countries, different products may be selected, e.g. those which are most typical for the country concerned, and the products selected may therefore be of different quality, different brands or from different types of outlets. Further details are available at:

epp.eurostat.ec.europa.eu/portal/page/portal/hicp data for market monitorin £•

Data presented in this Scoreboard are from 2012.

Even if a clear cause-effect relation cannot be established.

45

(vertical axis) for actual individual consumption and for the different product categories into which it can be broken down72 (based on Purchasing Power Parities).

In the period monitored, there was a general process of price convergence in the EU, with price variation going down on average by more than 15% in relative terms.73 The highest decrease in price variation, both in absolute and in relative terms, was observed for electricity, gas and other fuels74 while households appliances, education and communication services were the only categories where price differences between countries increased.

Nevertheless, price dispersion across countries continues to exist, in particular in services markets. It is very low for products which are, at least partly, manufactured outside the EU ('audio-visual, photographic and information processing equipment', clothing, footwear). Price differences across countries are higher than average75, among others, for personal services ('education', health, restaurants and hotels), which could be linked to differences in the cost of labour in different countries.

Figure 12: Price variation across the EU in 2012 and its evolution between 2001 and 2012

88.

Households appliances


Communication

Audio-visual, photographic and information processing equipment

89.

0.20 0.30 0 Non-alcoholic beverages


Furniture and furnishings, carpets and other floor coverings

Oils and fats

Recreation and culture • # 9 Restaurants and hotels

Personal transport equipment

Milk, cheese and eggs • u____.__...„♦„Jvl.eat.

90.

Other food _


ayg maintenance Fruits, vegetables, potatoes

91.

Food


Actual individual consumption

92.

Housing, water'/ef ectricity, equipment


Footwear • Transport

9 Bread and cereals

93.

Miscellaneous goods and services


Alcoholic beverages

Transport services

• Electricity, gas and other fuels

Price variation across the EU (2012)

The coefficient of variation in 2012 is computed on price level indices (EU28=100) while the coefficient of variation in 2001 is computed on price level indices (EU27=100). Based on COICOP — Classification of Individual Consumption according to Purpose. The coefficient of variation on actual individual consumption went down from 0.37 to 0.31. From 0.39 to 0.20, i.e. almost half in relative terms. It should be considered that the process of convergence mainly took place between 2001 and 2008 (coefficient of variation down from 0.39 to 0.26). Data refer to the COICOP 'Electricity, gas and other fuel', which includes the following: electricity, gas, liquid fuels, solid fuels and heat energy. Additional information on what is entailed in each of these sub-categories can be found in the RAMON website of Eurostat. ec.europa.eu/eurostat/ramon PUB WELC Simple arithmetic average of prices for the different COICOP categories. Source: own estimate based on Eurostat data (purchasing power parities domain).

46

Prices are lower in Member States that joined the EU more recently

Price dispersion can be further analysed on the basis of detailed price data, available for specific groups of goods and services77. The boxplot in Figure 13 shows for each country78 the distribution of price level indices (computed for all goods and services as the percentage of the price in a particular country with respect to the average price in all the countries for

which data are available79) Figure 13: Box plot of price level indexes by country!

i—t—l—ï—r—r

AT BF Hfi CY C7 DF FL

Fr.

~i—l—t—r

Fl HP HU IF

t—r—i—l—r—r

L T I LJ L V MT NL PI

i—l—r—t—r

PT RÜ S SK UK

94.

Country


Source of raw data: Table 6

Data sources used are those mentioned in the introduction to this chapter. However, since the goods/services for which prices are provided do not reflect overall consumption and the country coverage is not necessarily the same for different goods/services, the results should be considered as indicative.

The boxplot covers the prices of goods and services indicated in table 6.

For all the goods and services contained in table 6, the price level index is computed as follows:

P(I)/P(A)*100

95.

where P(I) is the price in country I and P(A) is the average price for all the EU countries for which data


are available. A price level index of 110 means that in country I the price of that goods/service in 10%

higher than the average in all the countries (for which data are available).

A very few outliers are not shown in the graph (the vertical axis was cut at 300).

96.

For each country, the top of the box represents the 75th percentile, the bottom of the box represents the


97.

25th percentile, and the line in the middle represents the 50th percentile (median). The whiskers (the


lines that extend from the top and bottom of the box) represent the highest and lowest values that are not

outliers or extreme values. Outliers (values above 1.5 times the interquartile range) are represented by

circles or stars beyond the whiskers.

47

Overall, prices are lower in countries that joined the EU after 200481. In five of these Member States (Bulgaria, Czech Republic, Hungary, Poland and Romania), prices for at least three-quarters of the products covered are below the average computed for all the Member States for which data are available82, while in Lithuania and Latvia they are just above that average. Conversely, in Belgium, Italy, Luxembourg, Ireland and Austria, at least three-quarters of the products are more expensive than the average for all EU countries83.

Price dispersion across countries is in general related to differences in economic conditions

Detailed price data have been split in Figures 14 to 18 into the following groups (reflecting the market clusters identified in the Scoreboard): fast- moving retail goods, (semi-) durable goods, vehicle fuels, recreational and personal care services, and network services (the latter group covering public utilities, telecom and transport services). Each point in the scatterplot, which refers to a specific good/service, provides the following information:

• position on horizontal axis: price dispersion for each product between countries84 (for which data are available);

• position on the vertical axis: the degree of correlation between price levels and actual individual consumption per capita (AIC) in euro85.

By combining the information described above, it is possible (for each good/service) to, on the one hand, see price dispersion between countries and, on the other hand, to have an indication of whether or not the observed differences in prices tend to reflect differences in economic conditions and cost of labour across countries.

Products falling in the upper left quadrant86 of the graphs have a low price variation across the EU and a high correlation between price levels and actual individual consumption. The upper right quadrant brings together products with a high price variation across the EU, which is however still linked to economic differences between countries. These differences play less of a role in the case of products falling in the lower part of the graph. This means that consumers in less affluent countries pay (relatively) higher prices and that price dispersion for that good/service cannot be explained by differences in the cost of labour across countries. While this can be explained in some cases by differences in consumption patterns (e.g. olive oil is much more popular in southern than in northern Europe), it may also be a sign of market malfunctioning, especially where price variation across countries turns out to be high (lower right quadrant of the graphs).

However, the number of goods/services for which prices data are available is not the same by country and this could have an influence on the findings. 75% percentile is below 100. 25% percentile is above 100.

Measured through the coefficient of variation. However, the country coverage is not necessarily the same for all the product categories, which could have an impact on the differences observed across products.

Actual individual consumption is the total of individual goods and services consumed by households and financed from both private and public sources. It provides an indication of the purchasing power of consumers and it tends to also to be correlated with cost of labour in the country. For all the 4 scatterplots (figures from 14 to 18), the space is divided into 4 quadrants: upper left quadrants (coefficient of variation<0.5 and correlation between prices and AIO0), bottom left quadrant (coefficient of variation<0.5 and correlation between prices and AIC<0), upper right quadrant (coefficient of variation>0.5 and correlation between prices and AIO0) and lower right quadrant (coefficient of variation>0.5 and correlation between prices and AIC<0). The choice to cross the y-axis with the x-axis at 0.5 is based on the fact that the observed coefficients of variation range from 0.038 to 1.012.

48

However, since overall there are almost no items in the bottom right quadrant, it is possible to conclude that differences in prices across countries are in general related to differences in relative labour costs and purchasing power. This could be the result of producers' pricing strategies (for tradable goods) and of differences in the cost of labour (in the case of services and non-tradable goods).

Price dispersion is greater for services than for goods

Again, as it was seen with the purchasing parities data above, the analysis of detailed price data confirms that price variation87 tends to be greater in services markets than in goods markets, a reflection of the lower tradability of services. Recreational and personal care services - which are more labour intensive - show the most price variation among all product groups (0.49) as well as the highest correlation between prices and actual individual consumption per capita (0.73). Network services show less price dispersion (0.38) and a considerably lower link with consumption levels (0.30).

Among goods markets, vehicle fuels have both the lowest level of price dispersion (0.13) and the lowest correlation with consumption levels per capita (0.16). Fast-moving and (semi-) durable goods show similar average levels of price dispersion (0.38 and 0.32, respectively), but the latter have a higher correlation with actual consumption (0.57 vs. 0.43). This could be explained by the fact that differences in the price of (semi-) durable goods are more likely to reflect differences in the quality of goods purchased in different countries (i.e. the fact that consumers in more affluent countries may buy better-quality products). Price variation of some goods could also be explained by their non-tradability. This is clearly the case for newspapers and magazines, which are non-tradable mostly because of language and cultural barriers. Finally, price variation may be linked to differences in tax and excise levels. This is the case for cigarettes and to a lesser extent for alcoholic beverages, which show a higher-than-average price variation and a strong correlation with purchasing power, most likely reflecting the fact that, in some richer (e.g. northern) countries, taxes on these products tend to be particularly high.

Coefficients of variation observed on price relatives (ratio between the prices in the country and the arithmetic average across all the EU countries for which data are available) for all the products within the market cluster.

49

Figure 14: Prices of fast-moving retail goods — variation across EU countries and relation to consumption88

98.

Pork, loin chop


Fresh bananas

Music CD - Pop Chart

Carbonated drink, orange flavoured

Vegetable oil , , Novel Chicken----

Whole chicken Pencil Battery

Mineral salt • 0.80

99.

Paper


licken eggs_^ ^ ••2 Carrots %

,s

• Movie DV[ Wr

100.

Black tea


Tooth pasti

Tampons Pg^gsoil ^ geer Mineral water, still

• 7 m.

Milk chocolate J• .

• MargarWi Fresh milk, unskimmed ^ Tinned p7nk

101.

Shampoo Cheese, Gouda type Disposable nappies 0 j


White sugar —

Deodorant ^ftee • ( Cleaning liquid for windows 9

Cream cheese Long-grain rice • 5

102.

Black pepper


0.60

103.

Sausage, Frankfurter/Wier


Movie DV^D

heat flour •Canned fruit

Potatoes (ik DVD (R}, slimcase ^Loaf of white bread

^Blank compact disc (CD-R} White wine <

104.

Tomato ketchup Orange juice


Natural yogi 0.40

Butter 1

105.

Shower gel


Potato crisps 9 All-purposes household cleaner

106.

Dog food dry


Olive oil

Cheese, Camembert type

Dish washer tablets

107.

1 - Detergentforwashing machine, concentrated


- Light bulb energy saving type

- Salmon Steak I 4 - Ggarettes

- Daily newspaper I 6 - Toilet paper

108.

7 - Manuale toothbrush


Source: Table 6

2012 data collected in the framework of the pilot project carried out by the European Statistical System. The chart shows products for which price data of at least 12 Member States are available.

50

Figure 15: Prices of (semi-)durable goods — variation across EU countries and relation to consumption

1.00

109.

Silicone 3 Men's street shoes


9 Ladies' blou

*' • u, ■ 4 • . 0.80

110.

Men s bluejeans


Te|evisioMnen'sblue^ansLadie^traighttrouSft£hildi

1 F ridge-freezer

■nt c a Men's trousers

Laptop , J 6 V tadieS'T-Shir''LadleSpUll

111.

Ladies' skirt


Cement 2

112.

Electric razor


Kettle

0.60 Ladies' conver

113.

) Girls'tights Men's T-shirt, short sleeves


Compact disc, digital

0.40

114.

Children's jeans trousers Monitor


Board game, Monopoly

* # Ladies' top coat Cartridges for safety razor, men 0.20

115.

's sport shoes


n/pr ^ Paint, indoor use

ional court shoes % Microwave oven

116.

Cooking pot


Flat plate#


Price variation across EU countries

■ Ladies' long boots

■ Children's T-shirt

■ Men's lace-up shoes

■ Brassiere, push-up Boys' socks

■ Men's boxer briefs

■ Men's suit, wool

117.

Source: Table 6


2012 data collected in the framework of the pilot project carried out by the European Statistical System. The chart shows products for which price data of at least 12 Member States are available.

51

Figure 16: Prices of fuels — variation across EU countries and relation to consumption '

Euro-super 95 + tax

9 Diesel + tax

• LPG no tax

118.

Heating oil no tax


Euro-super 95 no tax __# Heating oil + tax

1.00

0.80

0.60

0.40

0.20

0.00

0.00 • Diesel no t®<20 LPG + tax

0.40

0.60

0.80

1.00

-0.20

-0.40

-0.60

-0.80

-1.00

Price variation across EU countries

119.

Source: Table 7


90

2013 data published by the Commission's Market Observatory for Energy.

52

Figure 17: Prices of recreational and personal care services — variation across EU countries and relation to consumption91

Hotel weekend

Urbar

n Rn s Cinema ticket U-ÖU ' Dry cleaning * ^

re Beer (lager), dome "5. gla^O -

U Q.

J 0.40 -

Q.

E 3

0 Digital photo print 0-20 u

— service ni

3

-a

— 0 00
• Men's scissors cut, wet Ladies - haircut bus transport,

ngle ticket

jp of coffee Taxl

Red house wine - glass stic -

Menu of the day •
ü 0.00 0.20 0.40 "ra

1 -0.20 -

ra

■a

c

ra

g -0.40 -

a. c

<u <u

g -0.60 -

aJ si c

-0.80 -<u

O

u

-1.00 -Price variation a
0.60 0.80 1.00 cross EU countries

120.

Source: Table 6


2012 data collected in the framework of the pilot project carried out by the European Statistical System. The chart shows products for which price data of at least 12 Member States are available.

53

Figure 18: Prices of network services — variation across EU countries and relation to consumption

1.00 i 0.80 ■

20 GJ < Gas < 200 GJ + taxes S 20GJ<Gas<200GJ ^Gas > 200 GJ + taxes ro Gas < 20 GJ + taxe^60 g Gas > 200 GJ < 1 < g.^M W °- 1 M Wh < Electricity < 2.5 M wh+ta# Wh ••cas<20GJ Electricity < 2.5 M Wh < Electricity < 5 Mi M W0: Electricity < 15 M W 0.40 ■ wh Wh+tax Electricity <1 M w A Internet acc c Internet access lMbps-2MBBs g 5 M Wh < Electricity < 15 M £ £ Electricity

"1 Wh Int^et access 8MbpsP.20 ■ > Internet access 12Mbps- 12Mbps 0

c 30Mbps _™

™ ^ Electricity >
h < Electricity < 5 M Wh+tax 1 M Wh+tax

Wh

9ss 2Mbps-4Mbps

> 15 M Wh + tax |ntemet access 512kbps.

£ IMbps ^nternet access 30+Wlbps

15 M Wh
" 0.00 0.20 0.40

■a c

to

£ -0.20 -u

Q. C

0) 0)

1 -0.40 ■

0) XI

c O

ra

Ë -0.60 -O

u

-0.80 ■

-1.00 ■ Price varia
0.60 0.80 1.00

•

Internet access 4Mbps-8Mbps tion across EU countries

121.

Source: Table 7


3.2. Complaints

The Commission has been supporting national third-party complaint bodies in the implementation of its 2010 Recommendation, which introduced a harmonised methodology for classifying consumer complaints and enquiries93. This includes the exchange of best practices with national partners through the Consumer Complaints Expert Group as well as bilateral contacts (country workshops, IT expert support). The Commission offers free software to all interested organisations that do not yet have a specific IT data-collection system in place. In addition, a new grant scheme will be launched in 2014 for organisations adapting their existing IT systems to the requirements of the Recommendation.

Uptake of the Commission's complaints recommendation on the increase

In 2013, 43 complaint bodies from 11 Member States transmitted harmonised complaint data to the Commission, compared to 37 bodies from 9 countries in 2012. Sweden, Belgium and Spain have by far the largest number of participating bodies. In addition, the database includes cross-border complaints collected by the European Consumer Centres (in 27 EU Member States, Iceland and Norway)94. Currently, the database contains 387,000 complaints and 932,000 enquiries. This is a clear increase since the last Scoreboard (December 2012),

Gas and electricity prices refer to first semester of 2013 (source: Eurostat) and internet prices (which are expressed in euro - purchasing power parities) refer to 2013 (source: Digital Agenda Scoreboard). C(2010)3021 final.

Data received from the European Consumer Centres constituted a quarter (26%) of all the complaints submitted to the database in 2013.

54

when the figures were respectively 55,000 and 307,000. Figure 19 presents the number of complaints transmitted to the Commission in 2013, broken down by country (of the organisation which transmitted the data).

Figure 19: Harmonised consumer complaints by country, transmitted to the Commission in 201395

0 10000 20000 30000 40000 50000 60000 70000 80000 90000 100000 j

* Indicates countries where only European Consumer Centres transmitted data.

For all the countries, the complaint data collected according to the harmonised methodology still represent only a tiny fraction of all the complaints collected by third-party complaint bodies96. Yet, it already provides useful insights into problem areas.

The transmission date (when the data are transmitted from the organisation to the Commission) does not necessarily overlap with the creation date (when the complaint was sent by the consumer to the organisation).

The comparison between the data now available in the database and estimations based on the market monitoring survey also point in this direction.

55

Network services account for most complaints

Focusing on Spain, which is one of the countries having transmitted the highest number of complaints since the start of the project, a breakdown by sector97 is presented below. Overall, the number of complaints relating to services markets is more than six times that for goods markets. Network services record the highest number of complaints: mobile telephone services are at the top of the list, followed by fixed telephone services, airlines, electricity and internet services. The goods markets with the highest number of complaints are electronic goods, furnishings and small household appliances. Hard complaints data largely confirm the picture emerging from the market monitoring survey, with a correlation of 0.75 between the number of complaints against Spanish traders per market recorded in the database and the estimated number of complaints, based on survey results.98

122.

97 98


The Complaints Recommendation is based on a modified COICOP classification and includes 86 sectors, 49 of which are covered in the Scoreboard.

Own estimation based on Market Monitoring Survey, EU SILC and Eurostat population data.

56

Figure 20: Harmonised consumer complaints by market - complaints made by Spanish consumers against Spanish traders in 2011-1399

123.

Electronic goods (non-ICT/ recreations I) Furnishings


Small domestic household appliances (including coffee machines and food processing..

124.

Information and communication technology (ICT) goods Large domestic household appliances (including vacuum cleaners and microwaves)


New cars

Cbilling (including lailui-made guuds] bind fuuLweai Second-hand uiis

Leisure goods (sports equipment, musical instruments, etc) Books, magazines, newspapers, stationeryfexcluding postal delivery) Electrical appliances for personal care Jewellery, silverware, clocks, watches and accessories Spares and accessories tor vehicles and other means at personal transport

Other personal transport Cosmetics and toiletries for personal rare Mediral devices and other physical aids used by patients Baby and child rare articles

Mobile telephone services Fixed telephone services Airlines Electricity Internet services Gas

Non-life Insurance - Health, accident and other Nun-life Insula nee - Hume and propeily House maintenanceand improvement services Travel agency services Other leisure services Language, driving instruct ion and other private courses Maintenance and repair of vehicles and other transport Non-lite Insurance - Transport Hotels and other holiday accommodation Television services Package travel Rental services

Support, research and intermediary services Other communication services Water

Financial Services - Payment account and payment services Personal care services Hearth services Restaurants and bars Railways

Postal services & couriers Legal services & accountancy Sea, river, otherwatertransport Financial Services - Other Non-life Insurance - I ravel hinancial Services - Credit (excluding mortgage/ho me loans) Cleaning, repair and hiringot clothing and footwear Tram bus, metro and underground House removal and storage Financial Services - Mortgages / Home loans

Figure 21 shows that issues related to invoicing / billing and debt collection were the most common reasons for complaints in Spain, representing almost a fifth of all complaints. These are followed by issues linked to quality of goods/services, contracts and sales and delivery of goods/provision of services.

The category 'other' and those containing fewer than 20 complaints are now shown.

57

Figure 21: Harmonised consumer complaints by problem - complaints made by Spanish consumers against Spanish traders in 2011-13100

125.

Invoicing/ billing and debt collection


Quality of goods and services

Contracts and sales

Delivery of goods/ Provision of services

Warranty/ statutory guarantee and commercia guarantees

Price /Tariff

Provider change/switching

Unfair Commercial Practices

63

Redress I ■ 517

126.

2627


127.

3888


128.

0 1000 2000 3000 4000 5000


As for the selling methods, face-to-face sales record the highest number of complaints, followed by mobile commerce and distance selling.

Figure 22: Harmonised consumer complaints by selling method - complaints made by Spanish consumers against Spanish traders in 2011-13101

129.

Face-to-face Not applicable Mobile commerce


Distance selling (e.g. phone, post), excluding e-commerce, mobile commerce and internet auctions

E-commerce, excluding mobile commerce and internet auctions

Other selling methods Selling away from business premises (off-premises) Market, trade fair Auctions Intemet auctions

130.

20 30 40 50


1 Excluding the Other issues category'. Excluding the Dont know' category'.

58

3.3. Safety

Ensuring that products on the market are safe is a basic objective of consumer policy. High safety and health standards have the potential to increase consumer confidence and consequently drive further market integration. The EU has laid down general safety rules applicable to non-food products102 as well as specific provisions for certain products such as toys and cosmetics, while food chain rules aim to ensure the safety of foodstuffs103. The rules in question are designed to prevent or contain risks as far as possible, and to remedy dangerous situations. The recently proposed package of measures on product safety and market surveillance104 (February 2013) aims at further strengthening and simplifying the safety rules applying to non-food products in the EU.

In the area of services safety, specific measures exist on the safety of passenger transport (by ship, rail and air). In addition, the Commission is planning to launch a Green paper on the safety of tourism accommodation services105. The aim of the consultation is to gather input on the added value of possible EU action in this field.

Aside from some specific sectors, such as transport, there is a lack of comparable data on the safety of goods and services. Data on safety issues are gathered at different levels, via different channels and are not reported consistently. This chapter relies on data available through three different sources: European Injury Database (IDB), Rapid Alert System for nonfood consumer products (RAPEX) and Rapid Alert System for Food and Feed (RAFFS).

Building (components), sport/recreation equipment and furniture are product categories most often involved in accidents

The Injury Database (IDB)106 provides information on accidents and injuries treated in emergency departments in the EU, product-related or not. The IDB records about 300 000 incidents a year, collected by more than 100 hospitals in 18 EU countries, 15 of which provide more information on injuries that may be related to products107.

As the IDB product categories are not based on the COICOP classification, in most cases it is difficult to establish a direct link with the categories used in the Scoreboard. However, some categories, such as furniture and household appliances, are similar in both classification systems.

Figure 23 presents the share of specific product categories involved in injuries and accidents between 2010 and 2012. Excluding the other108 and unspecified product categories (which account for 50% and 26% of reported cases, respectively),'building (component) or related fitting' (e.g. tiled or wooden floors, stairs, bathroom fixtures), equipment used in sports/recreation (e.g. balls, skiing equipment, horse riding), and furniture/furnishings (doors, tables, chairs) are the categories most often involved in accidents and injuries. The distribution and total number of different product-related injuries at EU level is consistent over time.

131.

Directive 2001/95/EC Regulation (EC) No 178/2002


COM(2013) 75 final, COM(2013) 76 final, COM(2013) 78 final ec.europa.eu/atwork/synthesis/amp/doc (p26). ec.europa.eu/health/data_collection/databases/idb

Data included in the IDB only concern injuries registered in emergency departments of hospitals. As injuries treated in primary health care are not included, the actual number of injuries is higher than registered in this database. In addition, the registration of a product involved in an incident does not give information on the actual cause of the injury, whether it was due to the product's lack of safety or its faulty use.

"Other products" include e.g. vehicles.

59

Figure 23: Shares of specified product groups causing an injury in the years 2010-2012

132.

Building, building component, or related fitting Equipment mainly used in sports/recreational activity Furniture/furnishing


Tool, machine, apparatus mainly used for work-related activity Ground surface or surface conformation Utensil or container Item mainly for personal use Infant or child product Appliance mainly used in household Hot object/substance nec Fire, flame, smoke

0.0% 2.0% 4.0% 6.0% 8.0% 10.0% 12.0% 14.0% 16.0% 18.0% 20.0% ■ 2012 (N=270113) ■ 2011 (N=272524) ■ 2010 (N=204272)

The distribution over the various specified categories is also quite similar across countries110. Building, building component, or related fitting is the product category which generates the highest number of injuries in all countries, with the exception of Austria and Sweden where equipment used in sports or recreational activities causes the highest number of injuries and Greece, where over 50%m of injuries are recorded in the category item mainly for personal use.

Figure 24 and Table 5 illustrate that different product categories are fairly equally distributed across the various age groups, although furniture seems to be more often related to injuries in the youngest (0-17) and oldest (55+) age groups, while infant or child products are more frequently involved in injuries among children.

Basis: 746.909 injuries registered in the EU-IDB in the years 2010-2012.

Excluding the categories unspecified/no product recorded and other product since marked differences exist in the distribution of these categories across countries. For Italy e.g. no specific product categories are recorded at all, while in Cyprus only 0.1% of products are not specified.

Percentage calculated on all categories, excluding unspecified/no product recorded and other product. The increase in specified cases between 2010 and 2011 is the result of a decrease in 'unspecified' cases, i.e. improved quality of registration.

60

Figure 24

and Table 5: Injuries with the involvement of specified products by age group

0.22%

■ Oto 17

■ 18 to 34

■ 35 to 54

■ 55+

■ Unspecified

Product groupOto 1718 to 3435 to 5455+UnspecifiedTotal
%%%%%%
Appliance mainly used in household0.5%0.4%0.5%0.5%2.0%0.5%
Building, building component, or related fitting8.0%7.7%9.1%14.6%7.4%9.9%
Equipment mainly used in sports/recreational activity8.0%4.7%2.7%0.7%0.1%4.2%
Fire, flame, smoke0.1%0.1%0.1%0.1%0.1%0.1%
Furniture/furnishing3.2%1.1%1.4%3.5%13.6%2.5%
Ground surface or surface conformation1.8%2.2%2.6%2.6%1.9%2.3%
Hot object/substance nec0.3%0.1%0.2%0.1%0.6%0.2%
Infant or child product3.2%0.2%0.2%0.1%14.7%1.1%
Item mainly for personal use0.7%0.8%0.8%1.8%0.9%1.0%
Tool, machine, apparatus mainly used for work-related activity0.5%2.2%3.6%2.7%0.1%2.1%
Utensil or container0.6%1.5%1.4%0.7%1.4%1.0%
Other product21.5%28.6%28.6%25.4%18.0%25.5%
Unspecified21.2%22.6%22.6%21.0%30.1%21.8%
No product recorded30.5%27.7%26.1%26.3%9.1%27.9%
Total recorded (N)39437028527225199833689927601271299
estimate/year (N)1256100090860008026000107300008800040490000

Looking at more detailed product categories causing injuries (Figure 25), clearer differences between age groups can be found. For children below the age of five, injuries are most often caused by indoor equipment and furnishings, followed by outdoor play equipment. After the age of 14, 'do-it-yourself (DIY) activities, household activities and sports take an important share in the total number of injuries that require treatment in emergency departments. Product categories involved in DIY-activities include stepladders and a wide range of tools and machinery. Home injuries often involve powered equipment such as vacuum cleaners, water heaters and food processors as well as the omnipresent extension cords. Sports-related injuries occur most often in team ball-sports, followed by horse riding and snow sports.

Basis: 1.485.337 injuries registered in the EU-IDB in the years 2008-2012, representing estimated 40.490.000 injuries per year in the EU-28.

61

Figure 25: Top 10 products involved in different types of injuries

Top 10 products involved in injuries to small children (N=1087848)

133.

Unspecified chair, sofa Unspecified bed, bedding or bedding


accessories

Upholstered chair, sofa, couch, lounge, divan

20%

Top 10 products involved in 'Do It Yourself-activities amongst those aged 15+ (N=47934)

134.

Ladder, movable step Wood - timber, board, splinter nec



4.7% 3.3%

Grinder, buffer, polisher, sander H 2.0%

Other power saw H 1.8%

Tree, plant ■ 1.7%

Cuttingtool ^ 1.3% Unspecified tool, machine, apparatus,

135.

mainly used for work related activities


Other specified building, building component or filling

Cutting/slicing machinary or fixed

plant

1.3% 1.3% 1.2%

Chainsaw ■ 1.1%

Top 10 products involved in home injuries amongst those aged 15+ (N=3939)

136.

Vacuum cleaner


Cord of household appliance, extension cord

Other specified household appliance Stove, oven, cooktop Scissors Electric lamp Electric or gas radiator, heater Food processor, blender, juicer Dishwasher Television

Top 10 products involved in sport injuries (N=210214)

137.

Soft ball Other specified person Person, self Snow ski


Horse, pony, donkey, mule, ass Snow, ice

6.8% 6.3% ■ 3.7%

I 2.8%

I 2.6% 1.7%

Floor-carpeted ■ 1.6%

Pedal cycle ■ 1.4%

Floor-tile, brick, concrete ■ 1.1%

Unspecified ball ^ 1.0% 0%

Clothing, toys andfruit & vegetables are the most frequently notified dangerous products

Further information on the safety of products on the market is provided by the two EU-wide rapid alert systems for the notification of dangerous goods: RAPEX113 for non-food products

RAPEX: Rapid Alert System for non-food dangerous products ec.europa.eu/consumers/safety/rapex/index_en

62

and RASFF114 for food and feed products. Both systems facilitate the rapid exchange of information between Member States and the Commission, enabling countries to act quickly and in a coordinated manner in order to contain safety risks as they arise on the market.

Before starting the alert system, Member States need to evaluate whether the product presents a risk and to what extent this risk has also a cross-border effect. Consequently, the RAPEX and RASFF databases show only EU-wide alert cases or cases that were deemed important enough to report EU-wide. Furthermore, resources spent on inspections can differ extensively between countries, with some Member States notifying systematically more cases than others. Resources spent on inspections may be also unequally spread between different product categories. In relation to foodstuffs, where specific obligations are imposed on Member States to carry out regular checks at a frequency commensurate with the risk posed by different commodities, differences between Member States may be less obvious.

Figures 26 and 27 show a breakdown by product category, excluding the categories accounting for less than 1% notifications. Clothing, textiles and fashion items, toys, and motor vehicles are the non-food products notified most often, while fruit and vegetables, fish and fish products, and nuts, nut products and seeds top the list of notifications among food and feed products.

Figure 26: Notifications of dangerous non-food products by product category

138.

Clothing, textiles and fashion items Toys


Motor vehicles Electrical appliances Cosmetics Lighting equipment Childcare articles and children's equipment Chemical products Hobby/sports equipment Lighting chains Pyrotechnic articles Other

Protective equipment Machinery Food-imitating products Communication and media equipment Lighters Decorative articles Laser pointers Jewellery Furniture Stationery

Source: RAPEX Annual Report 2013.

RASFF: Rapid Alert System for Food and Feed ec.europa.eu/food/food/rapidalert/index_en

63

™ 8.5%


12013(N=2009) 12012(N=1963) 12011(N=1555) 12010(N=1963)

Figure 27: Notifications of dangerous food and feed products by product category

fruit and vegetables fish and fish products nuts, nut products and seeds meat and meat products (other than poultry] food contact materials poultry meat and poultry meat products feed materials

dietetic foods, food supplements, fortified foods herbs and spices bivalve molluscs and products thereof cereals and bakery products prepared dishes and snacks cocoa and cocoa preparations, coffee and tea crustaceans and products thereof other food product / mixed milk and milk products non-alcoholic beverages confectionery pet food

soups, broths, sauces and condiments F ^,'8/'c products thereof fcJ-^^

L 20.5%

cephalopodsand c

■2013(N=3137) ■2012(N=3431) 12011 (N-3728) 201D(N=3299)

0

139.

Source: RASFF Annual Report 2013


No significant correlation was found between the number of notifications of different categories of unsafe products per country (both food, through RASFF, and non-food, through RAPEX) and consumer trust data from the Consumer Market Monitoring Survey, with the exception of a slight positive correlation for all food markets taken together. This fact may be interpreted as supporting the hypothesis that higher safety standards increase consumer trust.

64

ANNEXES

Annex I - Prices

Table 6: Indicative price levels for consumer products in euro.

The data presented in Table 6 comes from a Eurostat research project carried out with national statistical offices. Prices refer to the calendar year 2012 except for five countries where prices refer to June 2012 only. The four Member States115 for which information is missing chose not to participate in the project.

Item NameBEBGczDEIEELESHRITCYLVLTLUHUMTNLATPLPTROSISKFlUKISCHTR
Long-grain rice2.31.241.362.981.312.712.542.331.311.043.461.852.811.92.111.730.961.332.221.662.363.522.272.04
Wheat flour1.010.540.461.220.730.730.781.20.760.720.940.570.931.341.070.550.660.680.870.480.620.940.870.86
Cornflakes5.244.663.254.236.024.773.294.494.827.173.434.493.553.694.773.214.56.23
Loaf of white bread2.70.710.911.632.12.781.592.81.981.661.563.740.991.991.285.181.052.650.981.831.962.81.03
Pizza3.712.673.013.574.583.465.332.832.594.032.543.523.254.012.13.783.223.283.173.875.46
Pasta1.721.212.281.742.11.562.281.892.111.932.221.621.583.142.121.1822.192.42.462.320.96
Minced beef9.643.610.29.294.659.648.136.655.443.126.364.25.259.639.039.0213.5 810.2 9
Pork, cutlet ("escalope")9.684.195.468.824.934.0410.5

2
4.435.048.639.373.263.834.875.64.8822.7 4
Pork, loin chop4.254.496.497.825.585.037.333.879.154.775.488.276.373.633.844.335.584.699.63
Whole chicken4.22.562.492.353.593.892.883.194.644.062.522.616.092.72.794.424.871.862.122.363.932.613.884.872.51
Chicken breast, fillets11.6 95.225.818.219.69.585.234.9614.5 15.17.17.8511.73.926.624.538.865.7313.0 613.3 64.23
Sausage, Frankfurter/Wi3.744.837.547.9984.354.511.6 85.662.333.955.3946.3557.399.85
ener
Sausage, salami type16.4 47.967.237.6611.6 918.0 66.679.8315.412.1 913.6 713.719.0 87.7112.1 15.6111.3 87.6714.6 9
Salmon, steak17.614.0 912.5 712.3 916.6 38.9810.2

3
15.3 213.1 110.5 517.5 77.659.3119.4 711.7 85.06
Tinned pink tuna10.4 46.4913.6 911.1 411.78.6512.1

3
7.238.768.429.166.97.513.9 211.7

3
8.897.67
Fish fingers3.353.224.774.691.833.513.52.483.842.494.15
Fresh milk, unskimmed0.970.761.280.770.761.491.330.960.821.280.80.810.880.980.610.791.010.850.880.830.730.741.290.94

' Denmark, Estonia, France and Sweden.

EN

65

EN

I Item NameBEBGczDEESHRITCYLVLTLUHUMTNLATPLPTROSISKOUKOCHTR
Natural yoghurt2.781.061.893.264.554.032.382.673.181.62.40.831.551.422.281.613.351.49
Fruit yoghurt3.272.792.742.544.558.12.943.54.122.082.361.262.711.884.022.492.292.411.953.313.09
Cream cheese2.341.631.492.452.181.441.142.020.981.951.610.952.141.411.671.91.45
Cheese, Camembert type7.0414.6 79.6113.8 927.4 419.4 512.2 58.7310.7 416.9 36.788.828.5611.1

3
10.8 912.6 59.5116.4 7
Cheese, Gouda type8.179.277.437.9910.1 111.4

7
7.386.459.7812.3 67.478.14.518.217.488.618.218.16
Chicken eggs2.521.571.422.841.541.92.382.551.531.412.631.451.61.762.621.471.61.591.682.053.262.445.071.24
Butter1.741.991.352.892.182.192.521.811.691.931.962.211.151.511.221.481.812.012.031.851.012.482.37
Margarine0.91.10.80.951.230.760.920.851.051.010.761.090.570.980.730.860.721.180.790.67
Olive oil6.566.9410.3 65.322.688.554.968.36.857.69.166.644.848.068.413.887.289.1110.0 86.744.55
Vegetable oil2.251.551.712.481.71.962.32.311.633.391.711.453.491.631.891.622.021.833.442.92.59
Apples1.420.951.241.891.721.651.121.761.651.051.282.360.931.641.661.930.871.20.941.151.171.922.131.610.9
Fresh bananas1.971.31.221.751.241.731.311.391.242.151.361.51.681.731.261.41.231.321.371.621.61.67
Canned fruit2.621.813.54.0231.943.042.072.232.111.741.851.892.372.26
Carrots10.70.70.990.991.041.261.120.540.511.180.891.111.121.520.820.570.541.130.771.691.12.610.6
Fresh tomatoes2.020.991.511.491.88 2.331.331.821.442.111.771.551.962.551.391.391.261.911.832.382.360.73
Potatoes1.030.530.420.70.750.580.940.720.320.291.20.430.692.081.190.50.460.340.570.430.70.871.222.210.42
Tinned sweet corn1.41.131.481.911.221.40.71.451.041.151.070.991.340.81.020.97
Frozen French fries1.91.41.311.82.382.551.81.531.481.782.231.142.52.151.331.791.531.981.922.8
Potato crisps1.21.251.741.812.31.621.551.551.461.642.121.941.041.741.631.31.281.741.772.691.55
White sugar1.031.170.970.941.34 1.080.980.971.151.461.211.161.261.041.330.961.190.921.121.131.091.141.061.231.3811.31
Jam3.614.66.583.084.884.34.853.614.32.973.273.214.893.335.73.33.145.383.285.34.07
Milk chocolate11.8 57.249.047.610.9 711.3 911.4

3
12.1

2
10.2 98.5310.9 69.799.238.279.698.267.748.098.6310.710.510.3 110.5 1
Chewing gum0.950.4910.61.110.460.460.930.540.770.50.710.490.790.440.520.540.570.83
Ice cream3.442.423.493.24.762.342.774.723.882.392.293.22.342.013.533.32.433.022.952.3
Baby food, meat base3.363.563.643.473.723.052.312.883.33.654.773.75
Tomato ketchup2.961.242.11.42.372.421.040.972.712.42.612.221.922.332.262.321.372.413.162.26

EN

66

EN

Item NameBEBGczDEELESHRITCYLVLTLUHUMTNLATPLPTROSISKUKOCHTR
Mineral salt0.490.30.210.590.440.370.350.960.330.590.510.790.260.320.40.240.930.54
Black pepper6.322.421.923.824.182.853.085.082.381.821.612.123.152.162.415.731.82
Coffee11.8 68.6512.2 214.6

2
7.3210.8

2
11.6

3
9.4614.3 512.1 913.4 410.4 18.7910.3

2
9.9611.7 17.6811.9 18.1814.9 910.1 541.9 1
Black tea1.451.311.112.151.411.251.611.31.931.170.752.11.341.241.072.13
Cocoa Instant drink3.073.586.477.165.645.486.136.185.275.734.384.976.877.545.628.42
Mineral water, carbonated0.460.350.450.260.980.420.390.690.240.760.370.350.311.210.30.310.341.250.90.84
Mineral water, still0.490.220.320.440.260.340.420.460.450.240.320.310.30.310.270.350.38
Carbonated
drink, orange0.40.740.761.090.720.640.870.830.860.810.580.50.650.620.870.78
flavoured
Orange juice1.391.141.311.410.841.281.331.451.351.391.321.571.381.051.151.380.971.451.192.791.430.93
Vodka15.6 19.5410.8

3
25.0 3229.0713.3 911.6 113.7 111.912.5 416.0 712.8 914.4

2
9.9614.1 422.4 543.7 1
Red wine1.012.054.832.631.454.424.174.454.630.711.72.624.120.962.151.457.569.958.75
White wine1.151.924.332.461.453.894.174.155.160.711.712.84.161.062.191.071.397.110.2 5
Beer1.550.951.551.512.171.551.722.71.531.362.391.282.531.581.651.211.971.411.911.315.72.043.13
Cigarettes5.422.442.95.099.043.292.814.593.763.042.324.242.744.115.514.222.413.872.683.382.919.346.095.832.75
Men's suit,284.101.213.227.312.141.215.153.298215.111.237.209.193.108.
wool53151536227158
Men's trousers24.5 845.3 877.9 666.7 659.5 735.6 533.9 97462.7 765.6 263.7 261.929.7
Men's blue57.030.140.564.350.867.542.037.633.228.771.966.335.248.952.031.3
jeans356969572567212
Men's shirt39.9 619.2 422.1 749.0 436.131.5 327.7 619.8 924.0 642.7 836.3 721.1 130.0 616.8 435.6 127.8 431.7 921.2 4
Men's T-shirt,16.910.514.613.515.511.212.816.811.421.88.3416.018.918.0
short sleeves623478.9929893166
Men's boxer briefs11.3

3
3.566.769.038.3910.2 75.976.555.625.796.9311.2 94.528.089.459.16
Ladies' top coat73.8 3145.

3
154. 4
238102. 6
140165. 9
94.3 9123. 2
117. 4
73.2 1129. 2
145. 4
73.1 6
Ladies' blazer, woolmix34.2 863.4120. 9
66.783.9 752.0 186.4 680.5 472.2 789.6 5
Ladies' straight trousers54.1 520.5 534.8 966.0 327.1 432.4 537.8 921.9 926.2 557.8 648.1 535.7 954.1 832.8 724.7 3
Ladies' jeans53.8 924.8 537.4 662.2 249.8 527.0 342.2 926.7 626.7 659.6 363.4 228.7 345.9 348.9 244.9 828.4 3
Ladies' skirt60.4 622.2 437.5 864.4

2
35.9 440.929.1 424.0

3
52.851.2 147.2 148.2 540.2 633.1 826.5 2

EN

67

EN

Item NameBEBGczDEIEELESHRITCYLVLTLUHUMTNLATPLPTROSISKFlUKISCHTR
Ladies' blouse48.1 619.0 126.4 837.3 456.1 430.8 221.6 631.3 521.7 124.242.3 873.1 32129.7 940.7

2
30.6 510.9 6
Ladies' T-shirt

Ladies' pullover
19.6 29.86

19.1 4
13.7

4 23.4

9
20.9 322.5 1

59.9 4
10.3

8 13.4

3
10.6

5 21.8

3
15.9

6 36.6

3
10.8

9 21.1

9
14.7 522.9

9 43.6

6
26.6 1

41.7 8
12.8 211.5

9 41.7

2
15.7 224.8

4 33.0

6
16.1

2 30.7

9
12.2

2 21.8

6
Brassiere, push-up35.4 610.6 919.920.9 828.511.3 518.1

2
16.6 624.3 325.7 714.6 918.4 924.6 620.710.6 5
Tights5.371.834.823.083.654.882.392.791.7942.616.191.553.322.355.142.44.11
Children's jeans trousers30.3 415.5 11830.6 220.8 126.9 919.4 418.0 421.0

2
17.5 419.1 719.5 224.9 415.622.6 224.8 218.9 813.714.1
Children's T-shirt7.078.018.6613.9 48.9410.3 87.5314.2 498.8511.2 89.429.449.03
Girls' skirt26.412.5 612.1

3
21.2 514.5 610.6 115.1 716.1

3
12.4 913.9 114.5 110.0 7
Girls' tights2.454.755.835.083.614.484.173.537.283.373.565.04
Boys' socks2.990.851.462.513.462.21.361.611.361.431.242.092.221.690.97
Dry cleaning16.1 84.828.3810.9 610.1 59.639.9410.7

2
12.7 89.1410.3 416.3 112.0

3
7.36.585.1212.8 57.1413.4 94.28
Men's lace-up shoes31.8 454.1 156.8 898.2 371.657.5 165.248.7 753.3 7109. 6
89.9 441.2

3
68.5 141.6 665.6 157.9 765.2 441.1

3
Men's street shoes67.8 519.3 845.4 150.5 964.6 836.6 727.8 726.8 936.6 732.7 570.0 628.7 648.2 637.0 652.2 6
Ladies' conventional court shoes86.1 829.5 249.1 651.3 887.0 260.3 448.0 4128. 7
44.6 139.877.3102. 1
36.2 960.7 543.1 462.3 351.331.9 4
Ladies' long boots131. 8
55.3 280.3 484.5 2127. 8
109.

3
103. 9
96.2 266.6 4113. 6
86.8 382.5 662.2 192.5 350.5 3
Children's sport shoes13.3 124.6 743.2 747.9 935.0 716.3 216.2 622.3 648.4

3
47.6 611.822.627.3 426.4 321.9 4
Cobbler9.672.014.89 8.883.864.915.6274.944.1811.5 83.9210.6

3
3.583.442.287.393.491.81
Paint, indoor use99.8 618.1

3
38.7 815.5 542.8 252.2 631.6 741.5 548.7 117.3 842.1 171.4 419.5 941.0

2
14.4

8
33.2 548.0 4
Silicone5.912.564.383.193.822.892.825.653.792.783.233.023.88
Cement4.452.873.432.882.863.262.65.062.693.242.952.672.73
Double bed frame420. 8
141.

6
382. 9
705. 3
192. 1
217. 5
182. 7
415. 5
619. 2
293. 4
226
Sofa set551. 6
859. 6
1395681. 4
6591576212313128011524
Towel16.86.4210.8 918.8 65.6414.0 58.228.4313.7 88.159.979.0723.24.749.817.7912.0

3
10.0 7
Refrigerator318. 2
174. 6
387. 9
224. 8
204.

2
201.

2
206. 8
184.

3
204.

3
Fridge-freezer349. 3
458602429. 8
532. 5
349329. 6
310. 6
584. 9
501. 4
710.

3
247. 2
432316. 7
538. 6
353. 3
778. 4
Washing machine277. 4
386. 5
332. 6
434. 4
339330. 6
333. 1
293. 1
603. 4
555. 9
718. 6
256. 8
336. 8
263. 6
512. 7
379. 2
391456. 3

EN

68

EN

Item NameBEBGczDEIEELESHRITCYLVLTLUHUMTNLATPLPTROSISKFlUKISCHTR
Microwave oven

Vacuum cleaner
54.8 4

63.0 3
58.5 3

121. 5
67.3 676.9 9

90.7 9
143. 1

129
87.0 2

101. 7
61.4 7

92.6 7
62.4 3

83.3 9
58.5 6

58.2 9
219. 7

84.7 5
196. 2
74.6 6

82.6 6
60.2 3

89.5 4
56.7 7

56.7 8
107.

3

158. 9
69.9 1

89.5 5
100. 7
Kettle34.5 229.1 935.3 938.8 531.0 534.721.3 144.6 442.4 929.539.7 929.2 134.7 533.1 1
Glass, water1.250.921.020.821.691.251.130.81.110.761.090.843.90.40.971.271.150.22
Flat plate5.212.622.93.472.252.352.913.081.7717.9 73.023.443.311.76
Cup and saucer5.321.784.193.173.192.573.145.835.013.883.8
Cooking pot16.8 133.2 750.9 428.9 418.6 833.5 422.8 632.7 352.4 8144.

8
24.8 739.9 217.9 217.7 4
Battery1.630.640.430.971.090.950.690.620.90.971.011.280.590.890.661.20.971.121.370.79
Light bulb0.41.020.450.650.491.221.810.452.560.49
Light bulb energy saving type4.285.925.744.6776.144.193.597.264.955.575.539.544.76.436.775.64.682.97
Detergent for washing machine,

concentrated
5.382.183.061.733.262.652.625.792.433.264.582.612.852.58
Dish washer tablets1.062.442.422.252.052.242.372.371.482.312.371.362.081.432.372.931.212.38
Detergent for washing machine,

unconcentrate d
3.022.893.262.212.873.063.062.122.682.013.07
All-purposes household cleaner1.921.512.412.32.642.61.961.971.752.993.391.152.121.333.172.532.63.991.68
Cleaner for WC2.181.912.52.522.552.382.72.581.93.421.622.712.392.322.352.431.03
Cleaning liquid for windows3.872.273.52.62.753.542.763.143.333.112.72.984.062.663.793.71
Scourer sponge1.110.230.370.620.360.340.370.720.410.590.40.40.53
Urban bus transport, single ticket1.390.450.461.1110.550.531.50.891.21.491.530.61.30.41.070.572.180.6
Taxi10.8 82.26.071.926.65.213.35.35141610.3 73.75.62.326.44.689.582.54
Television403. 9
390. 8
404. 8
386. 1
445. 9
357. 6
366. 6
452. 1
411.

3
417. 9
707. 7
653. 5
369. 7
475. 2
339. 1
597. 3
403488. 8
DVD recorder with hard disk254. 9
89.8 9336. 8
237. 5
302. 5
364. 5
239. 3
266. 7
263. 2
310. 5

EN

69

EN

Item NameBEBGczDEIEELESHRITCYLVLTLUHUMTNLATPLPTROSISKFlUKISCHTR
Portable MP3 player

Compact digital camera
128. 7

100 3
57.2

137. 6
103 3

96 0 7
37.7 7

150 4
72.3 8190. 3

119.

8
178 9

156

8
89.3 2117.

5
134

3
159

9

202. 7
133136 3

120

1
152. 5

81 4

3
52.8 3

205. 4
205. 1
32.2 8

171

8
Camcorder278. 1
340. 7
244. 6
300. 5
255. 4
974. 9
339. 6
Laptop521.

3
547. 5
749619. 1
615527. 2
675. 9
576. 4
670. 8
581. 4
798. 9
598. 5
644. 6
Monitor173. 2
149156. 2
164. 8
159. 4
166. 2
147. 1
119. 6
148. 5
142. 1
124. 3
150. 5
146183. 3
141. 6
Music CD - Pop Chart17.3 28.7510.6 315.8 612.0

2
13.612.5 210.0 812.0 915.3 917.19.8912.8 37.8314.612.8 212.4

1
19.1

8
7 25
Movie DVD17.9 56.7510.9 310.7 714.0 820.1 110.1

7
19.8 715.4 715.1 217.0 910.714.7

2
12.7 715.7

9
Blank compact disc (CD-R)0 330.350.430.351.260.530.80.320 790.590.30.590.260.350.24
Blank DVD (R), slimcase4.533.954.8212.6 18.023.867.527.4913.3 612.7 33.617.883.313.634.23
Board game, Monopoly31.8 521.7 232.5 815.9

2
31.4 834.9 928.6 231.8 16033.9 931.5 136.8 624.0 127.2 530.4 5
Video game, PlayStation 348.4 550.0 453.9 851.3 455.0 549.2 939.4 850.852.1 433.5 750.6 536.6 462.7 3
Potting soil2 41.691.892.311.41.831.531.790 992.481.642.151.071 971.051.542.481.54
Dog food meat2.661.751.541.761.621.411.551.11.191.851.721.973.83
Dog food dry1.82.142.272.212.351.791.691.741.151.51 842.183.022.282.313.07
Digital photo print service7.345.338.738.116.887.558.865.747.655.774.57.135.647.595.4
Cinema ticket8.323.774.157.64 8.987.793.17.947.913.54 2684.545.559 088 673.86.215.123.2710.9 37.644.07
Novel20.0 37.3415.4 118.6 312.49.2511.8 110.816.2 715.3 78.5416.2 610.8

2
8.31
Daily newspaper1.080.470.680.931.31.950.680.521.30.540.621.510.431.060.351.260.452.590.22
Magazine0.781.11.211.61.583.451.820.832.050.714.23.153.531.381.610.795.571.34
Paper5.323.893.714.254.534.334.674.224.164.34474.533.743.563.475.353.72.99
Pencil0.760.260.560.660.530.330.310.640.320.360.770.620.230.470.650.230.29
Menu of the day21.3 53.4217.93.3211 73.7525.6

8
25.8 97.915.427.058.473.2517.0

2
Red house wine - glass2.871.111.242.333.941.790.62.563.542.11.510.870.831.180.764.02

70

Item Name BE BG CZ DE IE EL ES HR IT CY LV LT LU HU MT NL AT PL PT RO SI SK Fl UK IS CH TR

Beer (lager),

domestic -1.920.711.162.312.241.431.082.360.911.982.393.231.211.080.752.920.8724.4942.45
glass
Cup of coffee1.980.540.891.872.890.970.9220.940.892.160.821.432.172.551.150.620.941.151.021.952.442.513.29
Hotel weekend70.2 1106.

2
118. 9
106. 9
132. 3
115.

2
109. 6
129208. 7
244. 7
143.

2
79.1 8115. 7
48.0 4
Men's scissors cut, wet18.0 94.276.5619.2 76.4717.7 111.2

2
6.588.0728.0 25.96822.3 925.1 23.7311.7 914.9

2
4.52
Ladles -haircut32.5 18.4314.4

6
18.7 418.0 715.6 311.7 712.4 451.0 111.3

3
19.1 434.6 3357.1117.9 630.89.775.25
Electric razor91.2 293.0 268.2 4106. 5
70.7 568.6 845.0 649.9 8104. 4
46.3 383.4 4110.

2
83.8 2
Electric45.140.937.432.33483.628.834.6
toothbrush3794673
Cartridges for safety razor,14.0 811.8 914.4

6
12.611.5

3
11.1

8
10.3

3
7.5512.4 711.5 611.8 79.9313.4 5
men
Shampoo3.934.013.544.194.024.833.954.234.315.394.655.122.474.312.185.334.323.593.835.634.732.31
Tooth paste2.171.581.763.482.482.433.191.872.293.051.992.822.72.861.893.282.032.561.572.33.134.1
Toilet soap1.641 1.641.521.241.231.21.291.481.351.510.951.071.581.750.971.681.160.73
Shower gel2.372.092.892.582.292.92.542.492.322.411.782.672.552.513.352.882.222.882.633.262.27
Deodorant2.591.872.853.562.912.972.812.572.72.432.662.1133.322.582.82.58
Tampons1.31.181.932.431.631.732.051.41.731.381.521.741.361.351.53
Disposable nappies11.3 711.0 110.6 710.7 115.6 114.7 714.312.1 912.0 811.811.7 58.969.3612.1

3
9.3611.8 611.1

8
7.79
Cotton buds0.750.490.450.670.540.720.450.470.570.690.160.920.90.360.47
Manual toothbrush2.511.41.642.892.682.232.351.711.711.991.822.182.541.652.782.621.762.583.27
Toilet paper3.692.863.113.075.072.644.554.493.313.353.83.312.512.943.82.4923.022.714.093.34

EN

71

EN

Table 7: Prices of goods and services

The data presented in Table 7 are based on several sources. The prices of electricity and natural gas are based on Eurostat figures for domestic consumers, and are shown both before and after taxes (new methodology from 2007 onwards). They refer to the first semester of 2013 and are expressed in euros per kilowatt-hour (for electricity) and in euros per Gigajoule (for natural gas). The gas prices are broken down according to the following annual consumption bands: below 20 GJ (small), between 20 and 200 GJ (medium) and above 200 GJ (large). The electricity prices are broken down according to the following annual consumption bands: below 1 MWh (very small), between 1 and 2.5 MWh (small), between 2.5 and 5 MWh (medium), between 5 and 15 MWh (large) and above 15 MWh (very large). Fuel prices (per 1000 litres) are updated regularly by the Market Observatory for Energy, set up by the European Commission, and refer to 2013. The broadband internet access prices (for the least expensive offer with line rental) come from the study on retail broadband access prices published in March 2014 - ec.europa.eu/digital-agenda/en/news.

Item NameBEBGCZDKDEEEIEELESFRHRITCYLVLTLUHUMTNLATPLPTROSISKFlSE
Gas < 20 GJ20.4811.5122.2613.8222.6114.916.5520.2920.0128.0210.4419.5317.2720.3720.610.2320.711915.0522.994.23817.8523.4331
20 GJ < Gas < 200 GJ14.5311.8714.7113.8213.7711.4415.1317.416.1615.6910.3415.6611.1413.8415.669.45713.2815.8410.6118.254.2214.1411.5418
Gas > 200 GJ13.5112.1113.8713.8212.9411.0514.4617.0615.1613.8810.3414.5311.112.3915.799.33312.4513.8510.2816.414.16314.0611.8317
Gas < 20 GJ + taxes25.6613.8126.9331.3829.6518.6219.7824.672533.6513.0525.9721.4824.6522.5312.9931.5525.4918.5129.347.95523.0228.1249
20 GJ < Gas < 200 GJ + taxes18.3214.2417.831.3818.3514.5718.1521.4420.3418.8312.9223.1714.0516.7517.3412.0122.5621.3213.0523.237.91118.5713.8534

72

Item NameBEBGczDKDEEEIEELESFRHRITCYLVLTLUHUMTNLATPLPTROSISKFlSE
Gas > 200 GJ + taxes17.0114.5416.7931.3817.3613.9317.3521.0619.1316.6212.9323.491414.9917.4111.8521.5618.8412.6520.947.73818.4714.232
Electricity < 1 M Wh0.2190.080.2650.1540.260.1060.4810.1660.2920.2180.190.20.2540.0970.1170.2130.120.3710.3140.2140.1480.1680.0920.1580.2250.221o.:
1 MWh

<

Electricity

<2.5M

Wh
0.1740.0780.1930.1540.170.1030.2320.1090.1910.120.1190.1380.2260.1080.1150.1630.1120.190.160.1590.120.1310.0910.1320.1570.1450/
2.5 M Wh < Electricity < 5 M Wh0.1580.0770.1250.130.1490.0990.1950.1170.1750.1010.1090.150.2280.1140.1130.1450.1060.1620.1320.1410.1160.1210.0890.1180.1380.110/
5 MWh

<

Electricity < 15M Wh
0.1420.0770.1080.1120.1380.0960.1720.1170.1530.0890.1040.1830.2230.1170.110.1310.1010.1710.1160.1280.1090.1120.0880.1090.1220.0950/
Electricity > 15M Wh0.1240.0780.0950.1120.1350.0850.1520.0980.1410.0780.10.2090.210.120.1040.1190.1060.3140.0930.1180.1080.1150.0850.0990.1070.0790.(
Electricity < 1 M Wh + tax0.2910.0960.3220.330.4260.1420.6080.2070.3710.2720.2390.2790.3070.1170.1420.2390.1570.390.3180.1880.3250.1360.2390.2730.295o.:

EN

73

Item NameBEBGczDKDEEEIEELESFRHRITCYLVLTLUHUMTNLATPLPTROSISKFlSE
1 MWh

<

Electricity <2.5M Wh + tax
0.2340.0930.2350.330.3170.1390.2790.1440.2430.1680.1490.1960.2740.1310.1390.1860.1470.20.1170.2360.1540.230.1350.1890.1920.201o.:
2.5 M Wh < Electricity < 5 M Wh + tax0.2170.0920.1530.30.2920.1350.230.1560.2230.1470.1370.2290.2760.1380.1370.1670.140.170.1920.2080.1480.2080.1320.1610.170.1580
5 MWh

<

Electricity < 15M Wh + tax
0.1980.0930.1320.2270.2780.1310.1990.1730.1950.1350.1310.2850.2710.1410.1340.1520.1340.180.2270.1890.140.1920.130.1440.150.1390/
Electricity > 15M Wh + tax0.1740.0930.1160.2270.2710.1180.1730.1520.1790.1230.1260.320.2540.1460.1250.140.1390.330.1830.1760.1380.1910.1270.1280.1320.1190/
Internet access 144kbps-512kbps22.0158.2881.385.18911.1417.2357.8516.6917.31
Internet access 512kbps-1Mbps14.2122.812.3225.0269.3743.1957.1717.3310.0811.218.0626.5919.0818.1233.9710
Internet access 1Mbps-2Mbps24.1924.9435.4627.0335.7916.8839.0523.6612.0611.3911.4918.0644.0724.7721.8613.9222.1611

EN

74

Item NameBEBGCZDKDEEEIEELESFRHRITCYLVLTLUHUMTNLATPLPTROSISKFlSE
Internet access 2Mbps-4Mbps23.2619.7740.8232.3941.4625.6147.3910.2814.3116.727.2826.3228.0324.8613.1621.4617.3129.5312
Internet access 4Mbps-8Mbps77.415.9429.5118.9813.5135.1621.6947.9435.4119.0221.7831.612.068.46222.2827.5916.7118.0623.6930.9217.735.7718.7817.9911
Internet access 8Mbps-12Mbps22.5119.7719.7315.4117.7652.347.7143.8836.2129.5439.5219.268.46246.1117.5540.0818.1816.3218.7118.1918.3727.4215.3715.9211
Item NameBEBGCZDKDEEEIEELESFRHRITCYLVLTLUHUMTNLATPLPTROSISKFlSE
Internet access 12Mbps-30Mbps22.8314.9522.5318.6420.0924.4831.4221.6938.7325.2829.3326.3646.3314.610.3827.7717.8823.4318.9923.2223.7830.9211.319.0815.3724.3217

EN

75

Internet

access 30+Mbps
42.2317.2228.0629.2420.1927.637.1736.2564.225.2836.6178.9919.2611.3246.0423.7769.4621.3423.7325.5234.6612.0730.7823.0927.311
Euro-super 95 + tax15821318139616771603131115881583143215381369156013771351133614081466173813931307158012781490148816431(
Diesel + tax14031334139314821430132015141361135913511298148914071309121714361378142213571305138813231380139115241(
Heating oil + tax844865.6924.71537876.7996.410711148911.7927.9884.111101039924.9769.9143610441002947.4903.81287122410081093i:
LPG +

tax
669.7649.5670.5739.4737.5766.6873.4674.3629.9579.7605.3921.3729.2593.1749.3661.9773.8723.6
Euro-super 95 no tax693.9734.9658.2750.5692.2669.8683.4692.4718.9674656.4714.2727.2683.7702.6700.1693.2758.5682.6654.3664.8699.3662.6665.1669.9706.1(
Diesel no tax731.6782.2728.7781.2731.2707.2731.8788.7753.1690.4703.2750.4781.9729.4763.2723747.7770.3727.5710.4714.1760.8728.3694.1752.8770.675
Heating oil no tax679695.8672.6829.8675.4719.4834.6701666.1719.2662760.4745.3729.4653.5677.4747.7727.5409.3680.3679.5743.6648.8656.10724.465

EN

76

LPG no553.5447.3470.8529.6544.7601.2532.2515344.3378.4517619.1501.8371.3544464.7556.3504.8
tax

EN

77

Annex II - National rankings of markets

Annex 2 presents an analysis of the market performance of the 52 markets surveyed by country. For each country, a graph displays the overall MPI scores for all markets combined, for all goods and all services markets combined, as well as for each of the 52 individual goods and services markets. The graph also displays the year-on-year changes in MPI scores from 2010 through to 2013. In addition, the difference between country scores and EU28 average scores is included.116

Following the graph, the main findings are described, comprising:

• The overall country MPI score (including differences with the EU28 average, and previous years);

• The combined scores for all goods markets and all services markets respectively (including differences with the EU28 average, and previous years).

This is followed by a more detailed examination of the findings across the individual goods and services markets, respectively; this comprises:

• The top three and bottom three performing markets;

• The markets showing the highest increase and the highest decrease since 2012 based on a ranking of markets highlighting statistically significant changes from 2012;

• The markets performing considerably better and significantly worse than the EU28 average based on a ranking of markets highlighting statistically significant differences between country and EU28 results; and

• The individual component scores having an important impact on the overall MPI scores.

In addition, the potential causes of large year-on-year changes in the performance of individual markets are highlighted.117

All differences mentioned in the text are statistically significant unless otherwise mentioned. Asterisks are used to signal the statistically significant differences in tables and charts.118

It should be noted that scores can differ between countries, not only because of actual differences in market performance, but also because of cultural differences, differences in consumption patterns and different consumer environments (e.g. well-informed and empowered consumers may be more critical and/or have higher expectations than consumers elsewhere). Economic differences may also play a role, with GDP119, price evolution and consumer confidence in the state of the economy all having a statistically significant, albeit

It must be noted that comparing country results to EU28 results weighted for population size of each country would give a biased image of the performance of markets especially for small countries. Therefore the country results are compared to the EU28 results where all countries are given equal weight. (Equal weights mean that the results of all countries are given an equal weight, regardless of their population size. Population weights mean that each country counts towards the overall results according to its relative size within the European Union - for instance, a country with 7 million inhabitants will have a weight 7 times higher than a country with one million inhabitants.) These explanations for market fluctuations were consulted with country representatives in the Consumer Markets Expert Group.

Statistical significance is calculated at the 95% confidence level meaning that the null hypothesis of no difference has been rejected at 5% probability level. It should also be mentioned that, especially for indicators referring to the whole EU, given the high sample size on which they are computed, some differences could be statistically significant from 0 even if their absolute magnitude is very small. In 2013, a small (but statistically significant) correlation was found with the GDP.

78

small to modest, influence on how markets are evaluated. Economic, social and business statistics are regularly provided by Eurostat120. The latest overview of consumer conditions in EU Member States, plus Iceland and Norway, can be found in the July 2013 Consumer

Conditions Scoreboard121.

120 http: //epp. euro stat, ec. europa, eu

121 ec.europa.eu/consumers/consumer research/editions/docs/9th edition scoreboard en.pdf

79

Belgium

MP I per market

expectations problems&complaints

140.

I comparability


All markets

Non-alcoholic drinks Books, magazines and newspapers Bread, cereals, rice and pasta Dairy products Spectacles and lenses Entertainment goods Alcoholic drinks Small household appliances Fuel forvehicles I All goods markets Non-prescription medicines Electronic products Large household appliances Personal care products New cars Maintenance products Furniture and furnishings Fruit and vegetables ICT products Clothing and footwear Meat and meat products Second hand cars

84,4

84,3

83,9

83,8

83,4

82,9

82,6

82,3

82,1

81,0

80,9 80,9 80,8 80,8 80,6 80,5 79,5 79,3 78,4 78,2 78,1 73,2

141.

2013 -2012


0.5*

0.7 -0.7 1.3* 1.4*

0.8

0.5 1.3*

0.5 2.5*

0.7*

1.6* 0.7 -0.7 1.4* -1.9* 1.1 0.3 0.1 1.2 1.5 0.5 0

2012 -2011

142.

0.5*


-0.1 0.6 0.4

-0.4 0.1

-0.1 0.2 0.7

-2.1*

0.1

-2.1* 0.8 1.1 -1.3 4.6* 0.5 0.9 -0.3 -0.2 -0.9 -1 0.6

143.

2011 2010


-0.3*

0.5 -0.5 -1.4

2.4* -1.8* 1.2 -1.1

144.

0.5*


1 -0.1 0.5 0.7 0.7 0.7

0

0 2.4* -0.6 -1.1 2.6*

Culture and entertainment Personal care services Holiday accommodation Commercial sport services Packaged holidays & tours Airline services Cafés, bars and restaurants Vehicle insurance Home insurance Vehicle rental services Water supply Private life insurance Off-line gambling services Vehicle maintenance and repair

145.

All services markets


Gas services Electricity services Bank accounts Mortgages Fixed telephone services Postal services On-line gambling services Loans, credit and credit cards Maintenance services TV-subscriptions Tram, local bus, metro Internet provision Legal and accountancy services Real estate services Investment products, private pensions and..

146.

Mobile telephone services Train services


83,4 82,7 81,5 80,8 79,7 79,1 78,9 78,9 78,4 77,7 77,0 76,8 76,7 76,4

75,8

75,7

75,6

74,9

74,6

73,9

73,9

73,6

73,6

73,6

72,6

72,5

72,0

71,5

71,4

71,0

70,7

69,9

0.6 -1.2 0.6 0.3 -0.6 -0.4 -0.8 0.5 -0.1 -1 1.9 2*

-0.3

0.1 1.2 1.1 0.3 1.1 2.1* -0.4 0.7 -0.5 -0.3 1.3 -0.1

1.9

0.5*

147.

0.7*


6.7* 7.4* 3.4* -0.5 -0.1 -0.5

-0.1 -1.4 0.8 -1.7 2.5* -3.2* 0.2 0.2 3.7* -0.4

-1.1 0.2

-2.9* 0.8

148.

2.7*


-0.2

-2.3* 1.6 5.7* -0.9 2

3* 2.5* 0

1.5 1.2

149.

0.7 -0.8 0.1 1


2.1* 0.3 1.1 0.4

2.4* 0.6

150.

-2.9*


-0.9*

-0.7 -5.1* -0.3

0.4 -1.5

1.5

-0.7 -0.4

151.

0.4 3.6 -2.6*


-3*

Overall Performance

The average performance of all consumer markets surveyed, as assessed by Belgian consumers is broadly in line with the situation for the EU28 as a whole. Belgium's goods markets show a higher Market Performance Index than the EU28. No statistically significant difference is observed in terms of MPI for services markets between the country and the whole EU.

The country's overall score has increased by 0.5 points compared to 2012, driven by improvements in both the goods and services markets.

80

Goods Markets

Overall, the top three goods markets in Belgium are the non-alcoholic drinks, books, magazines and newspapers and bread, cereals, rice and pasta markets. The bottom three are the second-hand cars, meat and meat products and clothing and footwear markets.

Across the individual goods markets, in market performance scores have increased the most in the markets for fuel for vehicles and non-prescription medicines. The greatest decrease in score is seen in the market for new cars.

Belgium's goods markets are performing considerably better than the EU28 average. The biggest difference in score is noted in the fuel for vehicles and meat and meat products markets. The fuel for vehicles market, experiences statistically significant higher scores for trust, expectations, and a lower proportion of problems. Moreover, this market scores more highly for choice. The furniture and furnishing and for ICT products markets receive a lower score than the EU28 average (although not significantly so). These markets score particularly poorly on trust. For the furniture and furnishings market a lower score can be found for this trust component.

Services Markets

Overall, the top three services markets in Belgium are the culture and entertainment, personal care services and holiday accommodation markets. The bottom three are the train services, mobile telephone services and investment products, private pensions and securities markets.

Across the individual services markets, electricity, gas and mobile telephone services show the highest increase compared to 2012. The market for mobile telephone services shows an increase in comparability, trust and choice. In the electricity and gas services markets, this increase is driven by higher levels of comparability, trust, and expectations. A big drop in the proportion of problems is also noted, but only in the gas services market is this decrease statistically significant. Furthermore, these two markets also show an increase in scores for choice. The improved performance in these markets following a decline from 2011 to 2012 could be linked to several measures taken by the Belgian government: amendment of the energy law making it easier to switch provider; organisation of a joint campaign with local communes to inform and assist consumers in using comparison tools for comparing energy prices; and promotion of joint energy purchases in Wallonia and Brussels.

The markets with the greatest decrease in score are those for legal and accountancy services (the only one with a statistically significant change); tram, local bus and metro services; and maintenance services. For the legal and accountancy services; and tram and local bus services markets, scores for comparability and expectations have fallen considerably, coupled with an increase in the proportion of problems encountered. In the maintenance services market, an important decrease in score is noted for the trust component. This market also shows a decrease for the choice component.

In comparison with the EU28 average, the assessments of the markets for mortgages, electricity services and water supply are the most positive. For the mortgages market this difference in score is statistically significant, and the evaluation is more positive for all components except complaints. In the electricity services market, consumers are more likely to complain. Similarly, a comparatively high proportion of complaints can be found in the water supply market; yet this market also shows an improvement in scores for expectations and in the proportion of problems.

152.

The markets for postal services, train services and tram and local bus services are assessed the least positively in comparison to the EU28 average. For the postal services market, decreases


81

in scores are noted for all components, while the proportions of problems and complaints increased.

Difference with 2012

Improved most since 2012MPIComparability (Avg)Trust (Avg)Expectations (Avg)Problems

(%)
Complaints

(%)
Choice (Avg)
46Electricity services7.4*1.1*1.2*0.5*-22.10.7*
47Gas services6.7*0.8*0.9*0.6*-5.2*13.7*0.9*
33Mobile telephone services3.7*0.6*0.7*0.20.1-7*0.7*
26Bank accounts3.4*0.4*0.7*0.3*-0.8-11.3*0.1
34Internet provision2.5*0.4*0.3*0.3*-0.42.10.3
Deteriorated most since 2012MPIComparability (Avg)Trust (Avg)Expectations (Avg)Problems

(%)
Complaints

(%)
Choice (Avg)
57Legal and accountancy services-3.2*-0.3-0.1-0.28.1*1.40.1
15New cars-1.9*-0.2-0.2-0.13.7-10.2*0.1
35Tram, local bus, metro-1.7-0.10.1-0.26.4*9.2*
21Maintenance services-1.4-0.1-0.20.14.34.3-0.1
22Personal care services-1.2-0.1-0.2*-0.1042.2*0.2*
| Difference with EU28
5Top markets (compared to EU28 Average)MPIComparability (Avg)Trust (Avg)Expectations (Avg)Problems

(%)
Complaints

(%)
Choice (Avg)
17Fuel for vehicles4.7*0.10.6*0.7*-5.9*-12.2*0.5*
51Mortgages4*0.3*0.5*0.6*-4.3*-2.60.4*
46Electricity services3.70.6*0.2*0.6*-2.313.4*1.7*
2Meat and meat products2.800.5*0.4*-2.8*-9.7*0.1
55Dairy products2.8-0.10.5*0.4*-2.7*-18.2*0.1
5 Bottom markets (compared to EU28 Average)MPIComparability (Avg)Trust (Avg)Expectations (Avg)Problems

(%)
Complaints

(%)
Choice (Avg)
31Postal services-4.7*-0.7*-0.4*-0.3*5.1*4.3*-0.7*
36Train services-4.6*-0.3*-0.3*-0.5*12.8*-17*
35Tram, local bus, metro-3.9-0.5*-0.1-0.3*9.7*0.8
33Mobile telephone services-3.3-0.6*-0.4*-0.2*2.6-6.2*-0.3*
57Legal and accountancy services-3-0.5*0-0.16.2*1.9-0.1

82

Bulgaria

MPI per market

■( tations problems&( omplaints

ii trust ■ comparability

Books, magazines and newspapers Spectacles and lenses Non-prescription medicines Electronic products Large household appliances Personal care products Entertainment goods Non-alcoholic drinks Furniture and furnishings Small household appliances Bread, cereals, rice and pasta New cars Alcoholic drinks ICT products

All goods markets

Maintenance products Fruit and vegetables Dairy products Clothing and footwear Fuel for vehicles Meat and meat products Second hand cars

82,0 78,5

77,8

77,3

77,1

76,3

76,3

76,2

76,1

75,9 75,2 74,7 74,5 73,4

73,3

72,1 68,9 67,1 66,6 66,0 64,7 62,8

153.

2013 -2012


0.4

0.5 1.5

3.4* 2

1.4 1.3 0.8 0.1 0.5 1.2 2.4* 1.1 0.8 0

0.6

-1.8 -0.5 -1 0.2 2.8* -1.5 -1.7

2012 -2011

154.

1.7*


2* 0.3 0.5 3.1* 1

1.9

2.9* 2.2* 2.6* 3.1* 3.1* 3.7* 2.1 -0.2

155.

1.8*


1.7 3.3* 0.5 -0.3 0.4 1.5 1.6

156.

2011 2010


-2.6*

-1.8

_4*

0.2 -3.3* 3.7* -4.2* -1.3 -0.9 -4.6* -3.3* -1.9 -1.5

2

157.

-4.2*


1.8 -8.7* -2.5 1.7

Personal care services Airline services Culture and entertainment Postal services Commercial sport services Vehicle insurance Holiday accommodation Packaged holidays & tours Fixed telephone services Vehicle rental services Cafés, bars and restaurants TV-subscriptions Bank accounts Internet provision Home insurance Gas services Private life insurance Tram, local bus, metro

158.

All services markets


Maintenance services Off-line gambling services On-line gambling services Legal and accountancy services Loans, credit and credit cards Vehicle maintenance and repair Train services Mobile telephone services Investment products, private pensions and..

159.

Real estate services Water supply Mortgages Electricity services


82,7 80,7 80,0 79,4 78,0 76,7 76,7 74,1 74,0 73,9 73,5 73,2 72,8 72,7 72,4 72,0 71,6 70,8

70,6

70,4 70,4 70,3 69,8 67,7 65,9 65,3 63,4 63,2 61,9 59,9 58,6

2.4* 0.9 2.8* -0.1 0.5 3.4* 0.8 1

3* 0.8 1.2 -0.8 0.5 -0.5 -1.6 2.1 0.6 2.5*

160.

0 -0.2 -2.1*


2

0.9 1.7

161.

2.3*


162.

0 3.6*


1

163.

0.8 7.6*


1.3 4.3* 3.3* -0.5

0.8

1.7

0.3

164.

1.6*


1.5

-1.6 -0.7 -0.4 0.4 1.4 -2.1 0.3

-3.3* 0.8

-6.9*

0.5

2.1 3.7* 2.2 -0.7 1.2 4.2 0.9 0.1 1.2 2.3

-3.7* -0.6

1 -3.3 -0.5 -2.6* -1.7 0

-5.8* -0.2 -2.3*

-3.5* -4.3* -4.8* -5.4*

165.

-3.2*


0.7

0.1 -0.5 -14* -1 -0.9 -3.2*

Overall Performance

Bulgaria is one of the worst performing countries in terms of MPI, with an overall Market Performance Index of 71.7. In general, its performance in the goods markets is slightly better than in the services markets; however, Bulgaria's market performance is poorer in both markets compared to the EU28 average.

Compared to 2012, the country's overall score has increased slightly (+0.4 percentage points), although this change is not statistically significant. The goods markets show a somewhat larger increase compared to the services markets, although neither are statistically significant.

83

Goods Markets

Overall, the top three goods markets in Bulgaria are the books, magazines and newspapers, spectacles and lenses and non-prescription medicines markets. The bottom three are the second-hand cars, meat and meat products, and fuel for vehicles markets.

The following Bulgarian markets are all ranked in the 26th position across the EU28: nonalcoholic drinks; books, magazines and newspapers; furniture and furnishings; alcoholic drinks; electronic products; personal care products; clothing and footwear; fruit and vegetables; and ICT products.

The following markets are all ranked in 27th position across the EU28: spectacles and lenses; new cars; small household appliances; entertainment goods; large household appliances; maintenance products; dairy products; second-hand cars; bread, cereals, rice and pasta; meat and meat products; and fuel for vehicles.

Across the individual goods markets, compared to 2012 the largest increases in market performance scores are noted in the non-prescription medicines; fuel for vehicles; and bread, rice and cereals markets. Higher expectations are reported for the first two markets. And, in the fuel for vehicles market, trust and choice have also increased, while complaints have decreased compared to 2012. The markets with the largest decrease in year-on-year scores are the maintenance products and second-hand cars markets: however, neither of these changes is statistically significant.

Overall, Bulgaria's goods markets perform significantly worse than the EU28 average, with the exception of three: non-prescription medicines; books, magazines and newspapers; and electronic products. The dairy products and fuel for vehicles markets were evaluated least positively in comparison to the EU28 average. In the dairy products market, this relatively poor performance is driven by lower scores for comparability, trust and expectations. In the fuel for vehicles market, the lower MPI score is driven by lower scores for both the trust and expectations components, as well as a higher proportion of problems.

Services Markets

Overall, the top three services markets in Bulgaria are the personal care services, airline services and culture and entertainment markets. The bottom three are the electricity services, mortgages and water supply markets

The following Bulgarian markets all ranked 26th across the EU28: culture and entertainment; cafés, bars and restaurants; home insurance; legal and accountancy services; offline gambling and lottery services; mobile telephone services; and vehicle rental services. The following markets all ranked 27th across the EU28: holiday accommodation; water supply; vehicle maintenance and repair; electricity services; packaged holidays & tours; commercial sport services; real estate.

Across the individual services markets, the markets for vehicle insurance; fixed telephone services; culture and entertainment services; personal care services; and tram, metro and local bus services show the highest increases compared to 2012 results. The vehicle insurance market score is a lot higher for trust and the proportion of problems encountered has greatly decreased. For the fixed telephone services market a much higher score can be found for comparability, trust and expectations. This market also shows an increase for the choice component. The market for culture and entertainment shows an important decrease in the proportion of problems. Surprisingly, there is also an increase in the proportion of complaints.

166.

The services markets with the largest decrease in score compared to 2012 are those for electricity services and water supply. For the former, this is due to a drop in the comparability


84

and trust components; an increase in the proportion of problems; and, whilst not significant, an important decrease in the expectations component.

The deterioration in performance of the electricity services market could be put down to some issues faced by Bulgarian electricity consumers since the start of 2012. Price increases, incorrect and unclear electricity price calculations, and a lack of choice of supplier have been reported in this sector. This potentially had an impact on market performance.

Compared to EU28, all but two services markets are assessed less positively in Bulgaria. Assessments of the postal services and airline services markets are more positive in Bulgaria than the EU28 as a whole; however, these differences are not statistically significant. The evaluation of the postal services market is more positive for the comparability and choice components.

The electricity services, water supply and mortgages markets are assessed least positively compared to the EU28 average. Other differences in market performance can be found in the majority of services markets.

Difference with 2012

Improved most since 2012MPIComparability (Avg)Trust (Avg)Expectations (Avg)Problems

(%)
Complaints

(%)
Choice (Avg)
30Vehicle insurance3.4*0.30.5*0.3-4*-2.20.2
48Non-prescription medicines3.4*0.20.30.6*-4*-2.60.3
32Fixed telephone services3*0.3*0.4*0.6*2.51.50.6*
43Culture and entertainment2.8*0.30.3*0.4*-2.39*0.5*
17Fuel for vehicles2.8-0.10.5*0.5*-0.6-9.8*0.5*
Deteriorated most since 2012MPIComparability (Avg)Trust (Avg)Expectations (Avg)Problems

(%)
Complaints

(%)
Choice (Avg)
46Electricity services-6.9*-0.7*-0.9*-0.411.1*-9*0
45Water supply-3.3*-0.8*-0.2-0.13.2-7.5*
28Investment products, private pensions and securities-2.1-0.5*-0.3-0.1-0.1-3.20.1
8Maintenance products-1.8-0.2-0.3*-0.12-4.90.3
16Second hand cars-1.70-0.5*0.13.61.80.1
| Difference with EU28
5Top markets (compared to EU28 Average)MPIComparability (Avg)Trust (Avg)Expectations (Avg)Problems

(%)
Complaints

(%)
Choice (Avg)
31Postal services0.80.5*-0.10.11.60.90.3*
37Airline services0.1-0.100.1-0.25.9*-0.1
54TV-subscriptions-0.80.5*-0.5*04.3*-5.2*-0.5*
34Internet provision-10.4*-0.2-0.17.3*2.1-0.2
22Personal care services-1.10.1-0.4*-0.11.5-4.7*0
5 Bottom markets (compared to EU28 Average)MPIComparability (Avg)Trust (Avg)Expectations (Avg)Problems

(%)
Complaints

(%)
Choice (Avg)
46Electricity services-23.1*-1.6*-3.2*-2.6*25.8*-1.7-4.5*
45Water supply-14.6*-0.7*-2.2*-1.7*17.2*3.3
55Dairy products-13.8*-0.8*-2.2*-1.8*12.1*-3.1-0.4*
51Mortgages-12*-0.9*-1.8*-1.3*13*-9.6*0
17Fuel for vehicles-11.5*-0.2-1.7*-1.7*16.2*1.90.1

85

Czech Republic

MP I per market

167.

All markets


Books, magazines and newspapers Spectacles and lenses Small household appliances Large household appliances Entertainment goods Non-alcoholic drinks Electronic products Personal care products ICT products Non-prescription medicines Furniture and furnishings Bread, cereals, rice and pasta Maintenance products Alcoholic drinks

I All goods markets

168.

Dairy products New cars Fuel for vehicles Meat and meat products Fruit and vegetables Clothing and footwear Second hand cars


problems&com plaints is trust ■ comparability 76,9

86,1 84,4 82,4 82,3 82,2 82,0 81,1 81,1 80,8 80,1 79,6 79,1 78,9

_787_

78,4

77,2 77,1 73,7 72,5 72,0 70,6 64,9

169.

2013 -2012


1.4*

1.5 1.8 1.7 0.8 2.5 -0.8 0

1.3 2.9* 3.5* -0.6 -1.3

1 -0.6

0.1 1 3.3*

1.3 -1.6

1.5

1.6

2012 -2011

170.

-1.9*


-1 -2.1* -2.2* -0.6 -2.6*

0.9 -1.7 -1.4 -2.3* -2.5* -0.8

171.

-1 -2.8*


-1

172.

-2.1*


-2.8* -3.4*

-3* -5.6* -3.6*

173.

-1.9 -2.4*


174.

2011 2010


-2.5*

-2.7*

175.

0.4 1.2 1.5*


-3.3* 0.6

-2.7* -1.8 -1.2 0.5

-3.9* 1.8

176.

-2.2*


Countrv-EU28 0.7*

-1.3*

-0.5

_4*

-1.4

_4*

-2.3* -4.6*

Personal care services Culture and entertainment Commercial sport services Airline services Vehicle rental services Holiday accommodation Tram, local bus, metro Train services Vehicle insurance Packaged holidays & tours Home insurance Vehicle maintenance and repair Legal and accountancy services

177.

All services markets


Water supply Cafés, bars and restaurants Postal services Internet provision On-line gambling services TV-subscriptions Bank accounts Off-line gambling services Private life insurance Electricity services Gas services Mobile telephone services Loans, credit and credit cards Fixed telephone services Maintenance services Investment products, private pensions and..

178.

Mortgages Real estate services


85,9 85,1 83,7 82,1 80,8 80,5 80,1 79,9 78,8 78,8 77,4 76,8 76,1

75,9

75,6 75,3 75,2 75,0 74,5 74,1 73,9 73,7 73,7 72,9 72,0 71,9 71,5 71,3 71,0 70,9 70,1 65,5

2.6* 1.4 1.1 2.3* 3.8* -0.1 2.7* 5.6* 0.9 1.2 1.6 3.9* 4.5*

-2.3* -2.1* -3* -0.4 -0.1 -1.2 -4.6*

0 -0.8 -1.6 -2.3* -4.3* -3.3*

1.6*

1.8 0 -0.8 0.9

0.1 0.5

3.1* 3* 0.5 1.4 1.5 -0.3 0.2 1

1.8 0.7

-1.8 -3.7* -2 0.2

1.8 0.1

-3.7* -1.3 -4.2* -4.3* -1.4 -4.2* -1.8 -1.6 -0.7 0.5

-2.4* -0.3 0.4

-2.8* 0.9 -1.4 -0.3 -2.1

-2.9* -0.6

179.

-2.7*


-3.8*

-3.3*

-3.3* -0.1 -3*

180.

-3.9*


-3* -1.8 -3.9*

181.

-0.8 -2.3 -3


Overall Performance

On average, Czech consumers are less positive in their assessment of their markets performance than those of the whole EU28. The goods markets show a lower Market Performance Index with respect to the EU28 average. The MPI for the services markets is broadly in line with that observed for the EU as a whole.

Compared to 2012, the overall score has increased by 1.4 points. Both the services and goods markets show a yearly increase.

86

Goods Markets

Overall, the top three goods markets in the Czech Republic are the books, magazines and newspapers, spectacles and lenses and small household appliances markets. The bottom three are the second-hand cars, clothing and footwear and fruit and vegetables markets.

Across the individual goods markets, the largest increase in market performance scores can be found in the non-prescription medicines; fuel for vehicles; and ICT products markets. The markets with the largest decrease in scores are those for fruit and vegetables and bread, cereals, rice and pasta, although these changes are not statistically significant.

The Czech goods markets are performing more poorly than the EU28, especially the secondhand cars and fruit and vegetables markets: both MPI scores for these markets are lower than the EU28. This poor performance is driven by the scores for trust and expectations, and higher proportions of problems and complaints. The second-hand cars market also shows a slightly lower score for comparability (but not significantly so). Other goods markets that perform worse than the EU28 are clothing and footwear and dairy products.

A number of Czech goods markets do perform better than the EU28. Whilst not significantly so, the spectacles and lenses and ICT products markets have the highest differences in MPI scores when compared to the EU28 average. In the spectacles and lenses market, the higher MPI scores are driven by higher scores for comparability, and lower proportions of problems and complaints. The trust component for this market is also higher than the EU28 average (but it is not statistically significant). In the ICT products market, higher scores are noted for the comparability and expectations components.

Services Markets

Overall, the top three services markets in the Czech Republic are the personal care services, culture and entertainment and commercial sport services markets. The bottom three are the real estate services, mortgages and investment products, private pensions and securities markets.

Across the individual services markets, the scores for ten markets increased statistically significantly from 2012. The train services market shows the largest increase compared to 2012, driven by higher comparability, trust and expectations ratings combined with a decrease in the proportion of problems. A possible explanation for the more positive assessments of the train services market in the Czech Republic could be that a second provider has entered the market. As a consequence, prices have fallen and service quality is perceived to have risen.

Furthermore, the market for legal and accountancy services shows an increase in trust and expectations and an important decrease in the proportion of problems.

Across the individual services markets, lower scores are found in the postal services, fixed telephone services and holiday accommodation markets; however, these decreases are not statistically significant. These are the only markets that show a decrease in MPI score compared to 2012. For the postal and fixed telephone services markets, an increase was noted in the proportion of problems. For the postal services market, there is a marked change in comparability. The holiday accommodation market also shows an important decrease for the comparability component.

Compared to the EU28, assessments of the train services, tram, local bus and metro and vehicle rental services markets are the most positive. For the train services market, the evaluation is more positive for all components except for complaints; whilst the proportion of complaints decreased, this change is not statistically significant. The tram, local bus and metro market performance improved in terms of comparability, expectations and amount of

87

problems encountered. For the vehicle rental services market, more positive evaluations are noted for comparability, as well as a lower proportion of problems. The proportion of complaints, on the contrary, is much higher than the EU28 average.

The real estate services, fixed telephone services and postal services markets are assessed least positively in comparison to the EU28 average. The first two of those are noted as being lower than average. In the real estate services market, lower evaluations are noted for all components. The lower MPI score for the fixed telephone services market is driven by a higher proportion of problems and lower scores for trust and expectations. The choice component also appears to be lower compared to EU28. As for postal services, it seems the biggest difference is related to the proportion of problems, which is higher in the Czech Republic.

Difference with 2012

Improved most since 2012MPIComparability (Avg)Trust (Avg)Expectations (Avg)Problems

(%)
Complaints

(%)
Choice (Avg)
36Train services5.6*0.7*0.6*0.6*-5*-7.9*
57Legal and accountancy services4.5*0.4*0.5*0.6*-2.9-2.70.3*
23Vehicle maintenance and repair3.9*0.5*0.4*0.5*-2.3-9.6*0
38Vehicle rental services3.8*0.4*0.4*0.6*-1.120.6*0.2
48Non-prescription medicines3.5*0.4*0.4*0.5*-1.22.10.5*
Deteriorated most since 2012MPIComparability (Avg)Trust (Avg)Expectations (Avg)Problems

(%)
Complaints

(%)
Choice (Avg)
1Fruit and vegetables-1.60.2-0.1-0.18.4*-2.1-0.2
3Bread, cereals, rice and pasta-1.30-0.2-0.2214.1*-0.1
5Non-alcoholic drinks-0.80.1-0.1-0.3*0.525*0
31Postal services-0.80.4*-0.207.7*-4.6*0.3
9Furniture and furnishings-0.60-0.2-0.10.20.60
| Difference with EU28
5Top markets (compared to EU28 Average)MPIComparability (Avg)Trust (Avg)Expectations (Avg)Problems

(%)
Complaints

(%)
Choice (Avg)
36Train services5.5*0.7*0.5*0.4*-8.3*-0.8
35Tram, local bus, metro3.7*0.5*0.20.4*-4.9*7.3*
38Vehicle rental services2.20.5*-0.20.4*-3.3*25.2*-0.1
43Culture and entertainment2.10.4*0.10.3*-0.8-6.6*0.6*
53Spectacles and lenses2.10.3*0.20.2-2.5*-9.3*0.2*
5 Bottom markets (compared to EU28 Average)MPIComparability (Avg)Trust (Avg)Expectations (Avg)Problems

(%)
Complaints

(%)
Choice (Avg)
16Second hand cars-6.1*-0.2-1.4*-0.4*4.9*9.5*0.3*
1Fruit and vegetables-5.2*0-0.6*-0.4*14.3*12.1*-0.6*
20Real estate services-5.1*-0.2*-1*-0.3*7.4*8.8*0.3*
7Clothing and footwear-5.1*-0.2-0.4*-0.3*13.4*15.4*-0.6*
32Fixed telephone services-4.8*0-0.7*-0.6*8*6.8*-1.3*

88

Denmark

MP I per market

exue( tations problems&( omplaints

Fuel for vehicles Entertainment goods Dairy products Alcoholic drinks Non-alcoholic drinks Books, magazines and newspapers Large household appliances Small household appliances Maintenance products Spectacles and lenses Furniture and furnishings Bread, cereals, rice and pasta Non-prescription medicines

All goods markets

New cars Electronic products Personal care products ICT products Fruit and vegetables Clothing and footwear Second hand cars Meat and meat products

77,6

85,4 83,8 83,6 83,3 83,1 83,0 82,8

81,9

81,5

81,1

81,1

80,9

80,0

79,9

79,5 78,7 78,7 77,3 75,9 75,4 71,1 70,7

182.

2013 -2012


0.5*

3* 1.5 -0.5 -0.6 0.7 -0.7 1.4 0.3 1.2 0.1 -0.7 -0.8 -0.2

0.3

1.2 0.4 -0.9 2.5* -1 0.7 2.4* -2.8*

2012 -2011

0

-1.6 1.1

-1.5* -0.4 -1.3

-2.5* 1.3 0.5 0.7 0.7 1.2 -0.4 -0.6

-0.3

0.7 0.6 0.3 1.3 -2.4* -2.9* 0.4 -1

183.

2011 2010


184.

0.6*


0.5

3*

1.6* 1.6* 0.6 0.7 1

1.6

0 2* 2.7*

185.

1.9*


0.1 1.6 4.2* -0.3 3.8*

186.

1 -1.7 5.1*


Culture and entertainment Commercial sport services Personal care services Holiday accommodation Airline services Packaged holidays & tours Train services Off-line gambling services Water supply Vehicle rental services Legal and accountancy services Gas services Mortgages Home insurance

187.

All services markets


Vehicle insurance On-line gambling services Electricity services Tram, local bus, metro Private life insurance Cafés, bars and restaurants Postal services Vehicle maintenance and repair Loans, credit and credit cards Maintenance services Real estate services Fixed telephone services Bank accounts Investment products, private pensions and..

188.

TV-subscriptions Internet provision Mobile telephone services


85,4 84,1 81,7 81,6 81,1 79,8 78,7 78,2 78,2 77,3 77,0 77,0 76,8 76,2

76,1

75,6 75,6 75,4 75,3 75,3 75,2 74,9 74,5 74,5 74,0 73,5 73,1 72,9 70,7 68,9 68,6 67,9

0.2 1 0.4 0.2 0.2 0.4 3.6*

0.1 0.5 2.7* 0.6 -1.3 0.4

0 -0.1 -0.8

1.1

-1 -0.4 -1.8

-1.4 -0.7 -2.8* -0.3 -0.1 1.6

0.6*

0.3

-0.4

1.6 0.9 1.1 -0.4 0.5 -1.5 0.1 -0.5 0.8 -0.6 1.8 1.4 1.6 -0.4 0

1.5

189.

-0.1 -3.3*


0.8 -2.8* -0.6

3* -0.7 3.5*

1.1 2.2* -0.4

190.

0.1 4.6*


191.

0.9 4.4*


0.5 1.5 0.6 -1 2.6* 3.2* -3.1*

1.7 0.6

0.7

0.6 -0.4

1.9* -2 -1.5

-0.7 0.5 0.4 2.4* 2.6

1.5 0.5

Overall Performance

Danish consumers' assessments of market performance overall are in line with the EU28 average. The country's MPI score has increased by 0.5 points compared to 2012. While both the services and goods markets have shown improvement, this was only statistically significant in the case of the services markets.

Goods Markets

Overall, the top three goods markets in Denmark are the fuel for vehicles, entertainment goods and dairy products markets. The bottom three goods markets are meat and meat products, second-hand cars and clothing and footwear. The Danish fuel for vehicles market is rated as the best performing across the EU28.

89

On an individual level, only the fuel for vehicles market's score was significantly higher than the EU28. Its MPI score is driven by increases in comparability, trust and expectations, and a lower proportion of problems.

In addition, two markets have significantly lower scores in Denmark than the EU28 average: meat and meat products; and electronic products. The meat and meat products market shows higher levels of problems and lower levels of trust. The electronic products market is below the EU28 average, with lower scores for trust.

Compared to 2012, neither the goods markets nor the services markets show much change. The most noteworthy changes in the goods markets are an increase in positive assessments of the fuel for vehicles; ICT products; and second-hand car markets. The meat and meat products market's score decreased from last year.

Services Markets

Overall, the top three services markets in Denmark are the culture and entertainment, commercial sport services and personal care services markets. The bottom three are the mobile telephone services, internet provision and TV-subscriptions markets. The commercial sport services and culture and entertainment markets are both assessed as the third best performing across the EU28.

Across the individual services markets, mortgages, train services and water supply are assessed more positively than the EU average. The high score for the mortgages market is driven by lower proportions of problems and a higher score for trust. The water supply market scores highly on trust and expectations, and has a lower proportion of complaints.

The Mobile telephone service, internet provision and TV-subscriptions are the poorest performing services markets in comparison with the EU28. All these communication services have lower scores than the EU28 average. The comparatively low score overall for the TV-subscriptions market is driven by poor comparability.

Across the services markets, the scores for train services and legal and accountancy services increased. They decreased for vehicle maintenance, mortgages and fixed telephone services, although these changes are not statistically significant.

Difference with 2012

Improved most since 2012MPIComparability (Avg)Trust (Avg)Expectations (Avg)Problems

(%)
ComplaintsChoice (Avg)
36Train services3.6*0.4*0.3*0.4*-5.6*5.2
17Fuel for vehicles3*0.4*0.20.5*-0.6-23.9*0.1
57Legal and accountancy services2.7*0.20.4*0.1-4.8*-3.30
13ICT products2.5*0.3*0.10.2-5.5*7*0.3*
16Second hand cars2.4*0.20.4*0.2-2.500.2
Deteriorated most since 2012MPIComparability (Avg)Trust (Avg)Expectations (Avg)Problems

(%)
ComplaintsChoice (Avg)
2Meat and meat products-2.8*-0.3*-0.8*-0.3*-2.4-14.3*-0.2
23Vehicle maintenance and repair-1.5-0.2-0.2-0.11.25.4*0
51Mortgages-1.3-0.2-0.3-0.1-0.2-5.4*-0.2
1Fruit and vegetables-1-0.1-0.5*-0.1-2.7-9.8*-0.3*
19Personal care products-0.9-0.10-0.11.224.1*-0.1

90

Difference with EU28

5Top markets (compared to EU28 Average)MPIComparability (Avg)Trust (Avg)Expectations (Avg)Problems

(%)
Complaints

(%)
Choice (Avg)
17Fuel for vehicles8*0.5*0.8*1.5*-5.5*8*0.7*
51Mortgages6.2*01.3*0.8*-6.1*3.90.2
36Train services4.2*00.8*0.9*-16.4*
45Water supply3.7*-1.1*1.1*1.1*-4.8*-7.1*
46Electricity services3.4-1.1*0.8*1*-8.4*4.2*0.6*
5 Bottom markets (compared to EU28 Average)MPIComparability (Avg)Trust (Avg)Expectations (Avg)Problems

(%)
Complaints

(%)
Choice (Avg)
33Mobile telephone services-6.2*-1.3*-0.4*0.212.2*3.9*0.9*
54TV-subscriptions-5.1*-1.7*-0.3*00.72.1-0.1
34Internet provision-5.1*-1.2*-0.4*0.16.5*-5.2*0.4*
2Meat and meat products-4.5*-0.5*-0.9*06.1*-0.70.1
30Vehicle insurance-3.9*-1.8*-0.2*0.4*-1.516.8*0

91

Germany

MP I per market

expectations problems&complaints

■ comparability

Non-alcoholic drinks Clothing and footwear Dairy products Bread, cereals, rice and pasta Fruit and vegetables Personal care products Alcoholic drinks Large household appliances Spectacles and lenses Books, magazines and newspapers Meat and meat products

All goods markets

Small household appliances New cars Entertainment goods Maintenance products Non-prescription medicines Furniture and furnishings ICT products Electronic products Fuel for vehicles Second hand cars

86,6 86,3 85,0 84,8 84,6 84,1

83,8

83,6

83,3

83,2

83,0

83,0

82,8 82,5 81,9 81,9 81,7 81,7 81,5 81,3

79,2

79,2

192.

2013 -2012


-0.1

1.4* 3.2* 0.7 0.6 1.5* -0.1 0.2 -0.9 -1 -1.5* -0.6

-0.2

-2.5* 1.1

-2.5* 0.2 -1.2 -2* -0.5

-2.8* 1.1 0.3

2012 -2011

193.

2.6*


1.8* 1.2 0.6 2.9* 3.1* 2.3* 0.6 3.2* 1.9* 3.5* 4.2*

194.

2011 2010 3*


2.5* 7.3*

2.1* 4.7*

2* 2.8*

1.2

-2.4* 4.7*

195.

2.5*


43*^ 0.6 4.2* 2.1* 3.2* 3.2* 3.5* 3.4* 1

1.4

0.1

3* 3.2* 3.1* 2.5* 3.3*

3*

3* 0.7

4*

Culture and entertainment Commercial sport services Personal care services TV-subscriptions Water supply Airline services Vehicle rental services Cafés, bars and restaurants Electricity services Packaged holidays & tours Holiday accommodation Maintenance services On-line gambling services Vehicle insurance Bank accounts Legal and accountancy services Off-line gambling services

196.

All services markets


Mortgages Loans, credit and credit cards Vehicle maintenance and repair Tram, local bus, metro Internet provision Private life insurance Mobile telephone services Investment products, private pensions and..

197.

Real estate services Home insurance


Fixed telephone serv Postal serv Gas servi Train serv

83,7

83,2

83,2

82,9

82,0

81,8

81,7

81,5

81,4

81,4

81,3

81,2

81,1

81,1

80,5

80,4

80.3

80,3

80,0

80,0

80,0

79,0

78,7

78,6

78,5

78,5

78,2

78,1

78,1

77,8

77,4

77,2

0.4 -0.2 -1.6* 0.7 0.6 -0.7 1.7* -1.3 2.2* -0.9 -0.2 1

-0.5 0.4 0.1

1

2.3* 3.4* 5.1* 1.4 1.3 -0.4 3.1* 3.1* 2.5* 2.1* 1.9*

1.5

2.8* 2.5*

-0.5 3.8* 1.1

3.8* 3.5* 3.2*

2* 2.2* 3.6*

198.

1.3 4.2*


2.9* 3.5*

199.

2.7*


1.1 -1.1 -0.1 -1.7 -0.7 1.8* -1.5 4.3* -0.3 -1.4 -1.6

-3* -1.6 2.8*

-0.1 3.5* 2.4* 2.1* 4.3* 1.3 3.7* 4.3* 3.3* 1.8* 4.7* 3.4* 2.7* 4.6*

1.7

2.3* 8.7*

6.8* 6.9* 4.6* 2.9* 4.6* -0.2 4.3* 2.1

Overall Performance

In Germany, consumer assessments of market performance are above those observed in the EU28 as a whole; equally, both the goods markets and the services markets outperform the EU28 average. Taking into account the scores for 2012 in the services and goods markets, no statistically significant differences were found.

Goods Markets

Overall, the top three goods markets in Germany are the non-alcoholic drinks, clothing and footwear, and dairy products markets. The bottom three are the second-hand cars, fuel for vehicles and electronic products markets.

92

Germany's large household appliances, personal care products, non-alcoholic drinks, clothing and footwear markets are all rated as the second best performing across the EU28. The meat and meat products and fruit and vegetables markets are both rated as the third best.

Across the individual goods markets, a total of seven markets outperform the EU28 average. The top performers are clothing and footwear and the market for second-hand cars - both outperforming the EU28 average on all components. Books, magazines and newspapers is the only goods markets with a worse performance than average; however, the difference is not statistically significant.

Compared to 2012, across the goods markets, the clothing and footwear; non-alcoholic drinks; and fruit and vegetables markets show improved performance. For the clothing and footwear market, this was driven by a statistically significant increase in comparability, trust, expectations and choice. The electronic products; small household appliances; entertainment goods; furniture and furnishing; and books, magazines and newspapers markets show a decline from last year.

Services Markets

Overall, the top three services markets in Germany are the culture and entertainment, commercial sport services and personal care services markets. The bottom three are the train services, gas services and postal services markets.

Germany's water supply and electricity services markets are all rated as the best performing across the EU28. The TV-subscriptions, online gambling and betting services and maintenance services markets are all assessed as the second best performing across the EU28, while the investment products, private pensions and securities market is assessed as the third best across the EU28.

Across the individual markets, a total of sixteen German services markets have a higher score than the average. Indeed, electricity services, mortgages and investment products score 9 or more points higher than the EU28 average. Only postal services and personal care services score lower than the EU28 average, and then not significantly so.

Compared to 2012, the investment products; train services; electricity services; private life insurance; and vehicle rental services markets all improved. The postal services market and the personal care services market both declined from last year.

Difference with 2012

Improved most since 2012MPIComparability (Avg)Trust (Avg)Expectations (Avg)Problems

(%)
ComplaintsChoice (Avg)
28Investment products, private pensions and securities4.3*0.5*0.6*0.3*-3.3*-23.5*-0.5*
7Clothing and footwear3.2*0.4*0.7*0.3*1.75.10.3*
36Train services2.8*0.3*0.4*0.1-4.6*15.4*
46Electricity services2.2*0.20.5*0.1-0.8-29.7*0.2
52Private life insurance1.8*0.3*0.20.2-1.2-15.3*-0.5*
Deteriorated most since 2012MPIComparability (Avg)Trust (Avg)Expectations (Avg)Problems

(%)
ComplaintsChoice (Avg)
31Postal services-3*-0.4*-0.3*-0.4*2.2-10.7*-0.5*
10Electronic products-2.8*-0.3*-0.4*-0.3*1.4-24.1*-0.3*
14Entertainment goods-2.5*-0.4*-0.3*-0.3*0.4-12.6*-0.4*
12Small household appliances-2.5*-0.5*-0.4*-0.3*-2.3-5.8*-0.5*
9Furniture and furnishings-2*-0.4*-0.2*-0.3*-1.5-22.2*-0.4*

93

Difference with EU28

5Top markets (compared to EU28 Average)MPIComparability (Avg)Trust (Avg)Expectations (Avg)Problems

(%)
Complaints

(%)
Choice (Avg)
7Clothing and footwear10.6*1*1.6*0.9*-9.3*-19.1*0.3*
46Electricity services9.4*1.5*1.2*0.8*-3.3*-37.9*2*
51Mortgages9.4*1.1*1.4*0.9*-4.2*-28.1*0.4*
28Investment products, private pensions and securities9*1*1.2*0.8*-7.8*-18.1*0
54TV-subscriptions8.9*0.7*1.2*0.7*-12.2*-52.7*0.6*
5 Bottom markets (compared to EU28 Average)MPIComparability (Avg)Trust (Avg)Expectations (Avg)Problems

(%)
Complaints

(%)
Choice (Avg)
18Books, magazines and newspapers-1.2-0.1-0.1-0.2*-0.13-0.4*
31Postal services-0.8-0.2-0.2*-0.3*-4.7*-11.9*0.4*
22Personal care services-0.60-0.1-0.2*-0.60-0.4*
39Holiday accommodation0.1-0.100-2.6*-11.6*-0.5*
10Electronic products0.4-0.2*0.2*-0.2*-3.8*-20*-0.5*

94

Estonia

Bread, cereals, rice and pasta Books, magazines and newspapers Dairy products Non-alcoholic drinks Alcoholic drinks Small household appliances Non-prescription medicines Spectacles and lenses Large household appliances Personal care products Entertainment goods New cars Electronic products~AII goods markets"

200.

ICT products Fuel forvehicles Meat and meat products Maintenance products Furniture and furnishings Fruit and vegetables Clothing and footwear Second hand cars


MPI per market

expectations ii problems&complaints ïi: trust

mm 78.9

86.4 86.1 84.5 84.1 83.6 82.7 82.3 82.2 81.6 81.4 81.1 80.9 80.6

201.

I comparability


80.1

79.4 78.9 78.2 78.0 77.8 76.4 70.3 66.2

202.

2013 - 2012


-1.6*

1.9 -0.5 0.2 0

0.8 1.2 -3.2 -2.7 -0.7 -2.2 -0.7 -0.9 -1.7

I 2012 -2011

203.

1.6*


-0.3 0.4 0.5 0.9 0.7 0.7 2.1 4.5 1.4 2.5 1.9 1.1 1.2

204.

12011 -2010


-0.4

0.8 0.8

0 1 2.2 1.6

205.

1.3 0


2.8 1.7 1.2

-0.6

206.

1.2*


-1.8 1.5 1.2 -1.6 -3.4 0

2.4 -1.7

2.1 0.1 0.6 2 4.2 1.3 -3.1 0.8

207.

1.1*


0.5 0.6 1.2 0.6 -2 -0.1 -0.2 1.8

Personal care services Culture and entertainment Vehicle insurance Bank accounts Commercial sport services Train services Fixed telephone services Postal services Holiday accommodation Loans, credit and credit cards Home insurance Gas services Mobile telephone services Cafés, bars and restaurants Tram, local bus, metro Airline services Internet provision Vehicle rental services Packaged holidays & tours

208.

All services markets


Legal and accountancy services Private life insurance On-line gambling services Off-line gambling services TV-subscriptions Water supply Mortgages Vehicle maintenance and repair Maintenance services Investment products, private pensions and..

209.

Real estate services Electricity services


87.2 83.0 82.9

82.4

82.3

82.0

81.0

80.9

80.9

80.4

79.8

79.3

78.7

78.7

78.4

78.4

78.2

78.2

78.1

78.0

77.9 77.4 76.7 76.7 76.5 76.0 74.7 73.1 72.3 70.8 70.2 66.2

1.2 -1.6 -2.9 -2.5 -1.7 -0.5 -4.1 -4.5 -2

-0.9 -1.7 -0.9 -2.4

0 -1.9 -3.2 -1.2 -2.2 -2.6

0.1 0.6 0.7 2.7 2.4 -1.6 1.6 2.4 1.5 0.7 1.6 1.8 2.4 0.5 0.8 0.6 2.9 1.7 2.4

-2.3*

-4.4 -4.2

-1.7 0.4 -1 0.7 -1.7 -0.9 -3.1 -8.3*

1.5

3

6.6* 1.8 2 -0.1 3.9 2.7 2.6 3.1

0.7 0.2 0.4 -1.4 -2.2 -1.5 -1.8 -2.1 -0.8

-1.1 -2.6 -1.2

1.1 -0.8 -1.4 -1.1

-1 -1.3

210.

-1.5*


-0.1 -0.9 0.3 -0.5 -6.6*

Overall Performance

Estonian consumers' market assessments are higher than the EU28 average (by 1.3 points). This is mainly driven by their assessments of the services markets, which are better than average (by 1.9 points).

Compared to 2012, there was a decline in the overall MPI performance (-1.6). Again, this is mainly driven by the assessment of the services markets score, which declined by 2.3 points.

Goods Markets

211.

Overall, the top three goods markets in Estonia are the bread, cereals, rice and pasta, the books, magazines and newspapers and the dairy products markets. The bottom three are the


95

second-hand cars, clothing and footwear and fruit and vegetables markets. Estonia's bread, cereals, rice and pasta market is rated third best performing across the EU28.

Across the individual goods markets, two perform better than the EU28 average: the bread, cereals, rice and pasta, and dairy products markets. While only the bread, cereals, rice and pasta market scores higher than average on trust, both markets score higher on comparability and expectations.

Clothing and footwear and second-hand cars are the two markets that have lower scores than the EU28 average. Again both markets suffer from poor assessments of comparability and trust and, in the case of clothing and footwear, also a high proportion of problems. Surprisingly, the market for second-hand cars has a lower level of complaints.

Compared to 2012, there has been a positive evolution in the goods markets for clothing and footwear and bread, cereals, rice and pasta. Both markets score better than last year and enjoy higher scores for expectations. The bread, cereals, rice and pasta market also has a higher score for comparability and trust, but this is again not statistically significant. In contrast, the non-prescription medicines; furniture and furnishing; spectacles and lenses; and personal care products markets score lower than in 2012. The non-prescription medicines market shows low levels of expectations, while the furniture market scores lower on the comparability component.

Services Markets

Overall, the top three services markets in Estonia are the personal care services, culture and entertainment and vehicle insurance markets. The bottom three are the electricity services, real estate services and investment products, private pensions and securities markets.

Estonia's train services and bank accounts markets are both assessed as the second best performing across the EU28. The personal care services market is rated as the third best.

Across the individual services markets, three have a higher score than the EU28 average. The bank accounts, train services, and loans, credit and credit cards markets are assessed better by Estonian consumers than the EU28 as a whole. All three markets have a higher score on comparability. The bank accounts market also scores higher on trust and expectations and has a lower proportion of problems. The train services market has higher scores on trust, comparability and expectations, and a lower proportion of problems compared to the EU28.

On the other hand, the electricity services, has a lower score than the EU28 average. The market scores lower on comparability, trust and expectations, but has less complaints and a better score on choice.

Year-on-year, across the services markets, only three improved: the water supply, personal care services; and vehicle maintenance and repair markets; however, these differences are not statistically significant. The vast majority of services markets deteriorated compared to 2012, with 15 markets declining year-on-year. The most substantial drops are seen in the electricity services, postal services and legal and accountancy services markets. Driving the decline in the first market are decreases in the comparability and trust components. This decline could be linked to the opening of the electricity market since 1 January 2013.

96

Difference with 2012

Improved most since 2012MPIComparability (Avg)Trust (Avg)Expectations (Avg)Problems

(%)
Complaints

(%)
Choice (Avg)
7Clothing and footwear2.4*-0.10.20.7*-3.216.6*0.6*
3Bread, cereals, rice and pasta1.9*0.20.20.2*-2.532.5*0.3*
17Fuel for vehicles1.500.5*0.2-0.129.6*0.4*
22Personal care services1.20.200.2-0.8-23*0.1
2Meat and meat products1.20.10.20-3.312.4*0.3*
Deteriorated most since 2012MPIComparability (Avg)Trust (Avg)Expectations (Avg)Problems

(%)
Complaints

(%)
Choice (Avg)
46Electricity services-8.3*-2.1*-1.2*-0.1-1.7-0.8(note)
31Postal services-4.5*-0.9*-0.4*-0.23.7-5.10.3
57Legal and accountancy services-4.4*-0.9*-0.4*-0.5*-0.2-6.7*-0.2
52Private life insurance-4.2*-1*-0.5*-0.2-0.48.1*-0.4*
32Fixed telephone services-4.1*-0.7*-0.6*-0.22.4-5.8*0
| Difference with EU28
5Top markets (compared to EU28 Average)MPIComparability (Avg)Trust (Avg)Expectations (Avg)Problems

(°M
Complaints

(°M
Choice (Avg)
26Bank accounts8.4*0.7*1.3*0.8*-7.2*-13.6*0.4*
36Train services7.5*0.7*0.8*0.6*-12.8*-3.1
58Loans, credit and credit cards6.5*0.5*1*0.6*-6.1*-16.2*0.2*
32Fixed telephone services5*0.3*0.8*0.6*-3.3*-3.10
33Mobile telephone services4.6*0.3*0.9*0.5*-2.2-4.3*0.5*
5 Bottom markets (compared to EU28 Average)MPIComparability (Avg)Trust (Avg)Expectations (Avg)Problems

(%)
Complaints

(%)
Choice (Avg)
46Electricity services-5.8*-0.8*-1*-0.5*1.4-15.9*0.6*
7Clothing and footwear-5.4*-1.1*-0.4*-0.27.2*7.8*-0.8*
16Second hand cars-4.7*-0.9*-1.2*-0.2-2.9-27.1*0.3*
9Furniture and furnishings-2.4-0.6*-0.3*-0.10.1-2.2-0.2
37Airline services-2.2-0.4*-0.2-0.3*0.1-4.6*-1.1*

97

Ireland

MP I per market

expectations problems&complaints

'trust ■ comparability

Books, magazines and newspapers Dairy products Non-alcoholic drinks Bread, cereals, rice and pasta Small household appliances Entertainment goods Spectacles and lenses Alcoholic drinks Personal care products Maintenance products Electronic products Large household appliances I AII goods markets" ICT products Non-prescription medicines Fruit and vegetables Furniture and furnishings New cars Clothing and footwear Fuel for vehicles Meat and meat products Second hand cars

85,8

85,1

84,3

83,8

83,2

82,6

82,4

82,4

81,8

81,5

81,5

81,4

80,5

80,0 79,8 79,1 78,3 78,2 78,1 75,8 75,2 70,0

212.

2013 -2012


-0.1

0.1 -0.3

-1 -1.6 -0.1 -0.1 -0.5 -0.4 0.5 -0.2

0

0.9

-0.6*

1.5 0

-2.8* -1.3 0.1 -0.5 0.7

-5.3* -1.4

2012 -2011

0

-1.1 0.5 0.8 0.4 0.6 0.6 -2* 1.4 -1.4 -0.5 0.9 0.3

0.3

0.7 -2.4* 1.8* 1

2.1* 0.1

-0.8 0.2

213.

3.2*


214.

2011 2010


-1.6*

215.

5.6*


2.9* 2.9* 1.8* 2.5*

216.

-0.3 1


3* 0 -0.1

-2.2* 2.4*

0.2

-1 -1.5 -0.7 -0.3

217.

0.4 -5.3*


Culture and entertainment Personal care services Holiday accommodation Commercial sport services Postal services Off-line gambling services Vehicle insurance Packaged holidays & tours Airline services Home insurance Cafés, bars and restaurants Train services Tram, local bus, metro Electricity services Gas services

218.

All services markets


Vehicle maintenance and repair

TV-subscriptions Vehicle rental services On-line gambling services Maintenance services Fixed telephone services Mobile telephone services Legal and accountancy services Private life insurance Loans, credit and credit cards Internet provision Water supply Real estate services Investment products, private pensions and..

219.

Bank accounts Mortgages


82,6 82,0 81,6 81,1 80,4 79,6 79,5 79,0 78,7 77,9 77,2 75,9 75,5 75,1 74,6

74,1

73,5 73,4 73,4 73,2 73,0 71,4 71,2 71,1 71,0 69,0 68,9 68,9 67,7 63,3 63,1 63,0

1 -0.7

1 -0.6 1.4

-0.4 0.8 0.9 2 -1 -0.5 -0.2 0.4 -2.9*

-1.6 -2.1* -1.8* 1

220.

-2.9*


1.4 -0.3

0.8 -0.3 -2.8* -0.9 -1.7 -1.3

0.5

0.2

-0.1

1.5 1.4 -0.7

0.5 -1.2 2.5 0.8 1.2 -1.7 1.1 -2.5* 2.2 -0.5 -0.1 0.1

0.1 3.7* -0.1

-1.2 -1.3 -1.3 -0.2

0 2.1* 2.6* 1.9

0

3.7 3.6* -1.4

2.1* 2.9* 2.5* 0.3 1.2

-0.3 0.7 0.5 -0.6 1.7 -1.1 -1.5 -3.5* -2.2*

221.

-3.5*


-3.4* -3.5* -5.4*

-11.2* -9.2* -7.5* -3.4

222.

-11.6*


Overall Performance

Overall, Irish consumers' market performance assessments were, on average, stable compared to 2012. However, their market performance assessments are less positive than the EU28 (-0.9 percentage points).

While average assessments of the services markets have remained essentially stable in Ireland compared to 2012, the goods markets have declined. However, compared to the EU28 as a whole, Ireland's services markets are assessed less positively (a difference of -2.1 points), while the assessment of goods markets is in line with the EU28 average.

98

Goods Markets

Overall, the top three goods markets in Ireland are the books, magazines and newspapers, dairy products and non-alcoholic drinks markets. The bottom three are the second-hand cars, meat and meat products, and fuel for vehicles markets.

Looking across individual goods markets, the highest increase in performance assessments was in the ICT products market which rose slightly, but not significantly, by 1.5 percentage points compared to 2012. Similarly the large household appliances market rose slightly.

However, assessments of the meat and meat products market were poorer compared to 2012. This could potentially be linked with the horsemeat scandal which had emerged in Europe before the fieldwork for the survey took place.122 The fruit and vegetables market's score also decreased by 2.8 percentage points, driven by a worse assessment of the trust component and an increase in problems and complaints.

Compared to the EU28 average, the only Irish goods market which is rated as being different is that of dairy products. This market is assessed 4.2 percentage points higher than the EU28 average by Irish consumers. The clothing and footwear market is rated higher than the EU28 average; however, this difference is not statistically significant.

Services Markets

Overall, the top three services markets in Ireland are the culture and entertainment, personal care services, and holiday accommodation markets. The bottom three are the mortgages, bank accounts, and investment products, private pensions and securities markets. The Irish bank accounts market is rated in 26th position across the EU28, while the vehicle rental services market is assessed in 27th position.

Looking at individual services markets in Ireland, there were no statistically significant changes in assessment compared with 2012. There were some slight improvements in the mobile telephone services, real estate, and home insurance markets. The gas services and water supply markets fared worse.

Overall, compared to the EU28 average, the markets assessed the best in Ireland are the dairy products, offline gambling services, and electricity services markets. The bank accounts market; the mortgages market and the investment products, private pensions and securities market perform the worst against the EU28.

Difference with 2012

Improved most since 2012MPIComparability (Avg)Trust (Avg)Expectations (Avg)Problems

m
ComplaintsChoice (Avg)
33Mobile telephone services2.50.20.4*0.1-3.41.40
20Real estate services2.20.20.3*0.3*0-7.8*-0.1
29Home insurance20.20.20.2-3.2*13.4*0.1
23Vehicle maintenance and repair1.50.10.30.1-1.4-0.6-0.1
13ICT products1.5-0.10.20.2-4.30.70.2
Deteriorated most since 2012MPIComparability (Avg)Trust (Avg)Expectations (Avg)ProblemsComplaintsChoice (Avg)
2Meat and meat products-5.3*-0.1-1.6*-0.3*1.20.10
47Gas services-2.9*-0.4*-0.2-0.3*4*-5.4*-0.2
1Fruit and vegetables-2.8*-0.2-0.4*-0.14.4*18.4*-0.3*
45Water supply-2.5*-0.3-0.1-0.7*-0.9-5.3
58Loans, credit and creditcards-1.7-0.1-0.1-0.23.4-2.5-0.2

ec.europa.eu/food/food/horsemeat/

99

Difference with EU28

5Top markets (compared to EU28 Average)MPIComparability (Avg)Trust (Avg)Expectations (Avg)Problems (%>ComplaintsChoice (Avg)
55Dairy products4.2*0.4*0.6*0.5*-1.712.4*0.2*
59Off-line gambling services3.100.4*0.9*-0.17.2*-0.1
46Electricity services3.10.20.7*0.3*-1.318.2*0.1
7Clothing and footwear2.30.3*0.5*0.3*1.95.7*-0.1
8Maintenance products20.10.5*0.2*-1.25.6*-0.4*
5 Bottom markets (compared to EU28 Average)MPIComparability (Avg)Trust (Avg)Expectations (Avg)ProblemsComplaintsChoice (Avg)
26Bank accounts-10.9*-0.8*-1.6*-1.1*10.6*6*-1.7*
51Mortgages-7.6*-0.7*-1*-1.2*1.72.8-2*
28Investment products, private pensions and securities-6.2*-0.6*-0.7*-0.8*4.8*2.1-1.1*
45Water supply-5.6*-0.9*-0.1-0.8*7.4*-9.5*
38Vehicle rental services-5.2*-0.4*-0.4*-0.6*8.6*10.3*-0.2

100

Greece

MP I per market

expectations m problems&complaints

is trust U comparability

Spectacles and lenses Books, magazines and newspapers Personal care products Small household appliances Non-alcoholic drinks Bread, cereals, rice and pasta Electronic products Entertainment goods New cars Alcoholic drinks Furniture and furnishings Large household appliances ICT products

All goods markets

Non-prescription medicines Maintenance products Dairy products Clothing and footwear Fruit and vegetables Meat and meat products Second hand cars Fuel for vehicles

79,7

84,8

84,4

83,7

83,6

83,4

83,1

82,9

82,9

82,6

82,6

82,4

82,2

82,0

81,9

81,7 81,5 81,5 80,9 80,7 79,8 79,7 73,0

223.

2013 -2012


2.6*

0.8 1.8* 3.6* 2.3*

1.3 1.8* 1.7* 2.1* 4.6* 2.4*

1.2 2.9*

0.3

2.1*

1

1.4 1.3 2.6* 1.2 0.7 2.4* 5.9*

2012 -2011

224.

-0.3*


0.2 -1.5* -1.6* 0.6 1 -0.1 -1 -1.8* -2.3* -0.3 0.7 -1.3 0.4

-0.4

-1.4 -0.8 -0.5 2.8* 0.6 0

1.7

225.

-2.8*


226.

2011 2010


227.

1.6*


0.7 3.5* 0.8 0.7 -0.1 2.9* 6.4* 2.2* 1.5 2.9* 1.8* 1.3

228.

-0.3 6.6*


0.7 -0.1 0.7 2.9* -0.5

Personal care services Vehicle rental services Commercial sport services Culture and entertainment Airline services Packaged holidays & tours TV-subscriptions Cafés, bars and restaurants Fixed telephone services Postal services Holiday accommodation On-line gambling services Vehicle insurance Vehicle maintenance and repair Legal and accountancy services Gas services Home insurance Internet provision Mobile telephone services

229.

All services markets


Real estate services Investment products, private pensions and..

230.

Maintenance services Tram, local bus, metro Train services Private life insurance Bank accounts Off-line gambling services Mortgages Water supply Loans, credit and credit cards Electricity services


85,1 82,5 82,0 82,0 82,0 81,9 81,6 81,2 81,0

80,5

80,0

79,7

79,3

79,3

79,1

78,5

78,4

78,4

78,3

78,2

77,8 77,6 76,8 76,4 76,3 76,2 75,8 74,1 73,5 72,6 70,9 65,2

0.5

4*

0.7 1.7* 0.8 4.5* 3.1* 1.9* 3.1* 2.1* 2.4*

1.8* 2.5* 2.2*

1.9 6.3*

0.9 3.4*

-0.2 -0.2

0.4 -1.3

0.3 -0.8 4.4* -0.8

231.

1 -0.5 0


-0.3 -0.4

0 2.9* -3.5* 1.5 -0.1

3.1*

-0.3

4.7* 4.6* 4.1* 1.9 4.5* 5.2* 3.7*

6.7* 2.6* 5.5* 4.2*

2.9* 2.4* -1.9 3.5* -0.1 -2 0.1

-3* -2.2 -4.9* -6.8*

-1 2.2* 3.8*

232.

1 -0.7 5.6*


3.4* -0.6 0.7 3.2*

0.5

-2* 2.2* 3.7* 1

233.

1.3*


6.4* 5.9* 5.1* _4*

234.

-2.6*


-1.9 -3.1*

Overall Performance

The assessment of consumer markets is on average higher in Greece than in the whole EU28. This is the case for both goods and services markets (+2.1 difference, in each case). In addition, both markets show higher than average scores for comparability and trust.

Compared to the score from 2012, both markets show improvement (goods markets, +2.1; services markets, +3.1). Overall, the markets in Greece show an improvement of 2.6 when compared to last year.

Goods Markets

235.

Overall, the top three goods markets in Greece are the spectacles and lenses, books, magazines and newspapers, and personal care products markets. The bottom three are the fuel


101

for vehicles, second-hand cars, and meat and meat products markets. The Greek new cars and spectacles and lenses markets are both rated as the third best performing across the EU28.

Across the individual goods markets, the second-hand cars (4th) and clothing and footwear (6th) have higher scores than the EU28 average. Both markets show a low level of problems and high scores for comparability and expectations. The second-hand cars market also scores relatively highly for trust. Fuel for vehicles is the only Greek goods market to be under the EU average; it scores relatively poorly for expectations, comparability and trust, and has relatively high proportions of problems and complaints.

Compared to 2012, the fuel for vehicles market showed the most improvement, which was driven by higher levels of trust and fewer problems. Another 12 markets showed positive changes.

Services Markets

Overall, the top three services markets in Greece are the personal care services, vehicle rental services, and commercial sport services markets. The bottom three are the electricity services, loans, credit and credit cards and water supply markets. The vehicle rental services market is rated as the second best performing across the EU28, while the online gambling and betting services and TV-subscriptions markets are assessed as the third best performing across the EU28.

Across the individual services markets, investment products, TV-subscriptions and real estate services score higher when compared to the EU28 average. The investment products, private pensions and securities market scores highly for comparability and expectations, and has a low proportion of complaints. The TV-subscriptions market has relatively few problems and relatively high levels of trust and expectations. The real estate services market scores higher on trust and expectations. The electricity services market is the one market that performs significantly poorer than the EU28 average. Nevertheless, the loans, credit and credit cards, and the offline gambling services markets both score relatively poorly.

Compared to 2012, across the services markets, the biggest improvements are seen in the mortgages; home insurance; and the loans, credit and credit cards markets. Another 20 markets show a positive increase in score. The increase of the market for mortgages is driven by high scores for the trust and expectations components and a low level of problems. The home insurance market improved in terms of trust, expectations and comparability.

Difference with 2012

Improved most since 2012MPIComparability (Avg)Trust (Avg)Expectations (Avg)Problems

(%)
ComplaintsChoice (Avg)
51Mortgages6.7*0.5*0.9*0.9*-6*7.6*0.4*
29Home insurance6.3*0.7*0.9*0.7*-2.9*7.2*0.5*
17Fuel for vehicles5.9*0.3*1.2*0.4*-6*-0.9-0.3*
58Loans, credit and credit cards5.5*0.5*0.9*0.5*-4.6*10.1*-0.1
52Private life insurance5.2*0.6*0.6*0.6*-4.7*9.9*0.3*
Improved the least since 2012MPIComparability (Avg)Trust (Avg)Expectations (Avg)Problems

(%)
ComplaintsChoice (Avg)
13ICT products0.300.1-0.1-0.8-5.6*-0.3*
22Personal care services0.5-0.10.10.1-1.751.3*-0.3*
42Commercial sportservices0.700.10.20.50.70.1
2Meat and meat products0.70.10.3*01.4-11.8*-0.6*
53Spectacles and lenses0.80.20.2-0.1-0.3-13.7*-0.1

102

Difference with EU28

5Top markets (compared to EU28 Average)MPIComparability (Avg)Trust (Avg)Expectations (Avg)Problems

(%)
Complaints

(%)
Choice (Avg)
16Second hand cars8.8*0.7*1.5*0.4*-12.2*2.5-0.7*
28Investment products, private pensions and securities8.2*1.4*0.7*0.6*-6.7*-6.7*-0.4*
54TV-subscriptions7.6*0.7*0.9*0.5*-13.3*13.2*-0.4*
20Real estate services7.1*0.8*0.9*0.6*-7.2*-3.7-0.4*
7Clothing and footwear5.2*0.6*0.6*0.1-10.3*9*-0.4*
5 Bottom markets (compared to EU28 Average)MPIComparability (Avg)Trust (Avg)Expectations (Avg)Problems

(%)
Complaints

(%)
Choice (Avg)
46Electricity services-6.8*-0.5*-0.9*-1.4*-119.6*
17Fuel for vehicles-4.4*-0.1-0.2*-1.2*3.6*15.7*-0.9*
58Loans, credit and credit cards-30.4*-0.8*-0.6*2.814.3*-1.2*
59Off-line gambling services-2.3-0.5*-0.3*-0.1-0.412.9*-1.5*
45Water supply-1.9-0.1-0.1-0.6*-225.2*

103

Spain

MP I per market

expectations s problems&complaints * trust

■ comparability


Non-alcoholic drinks Dairy products Books, magazines and newspapers Bread, cereals, rice and pasta Spectacles and lenses Small household appliances Furniture and furnishings Personal care products Maintenance products Alcoholic drinks Fruit and vegetables Entertainment goods I All goods markets" Electronic products Clothing and footwear Large household appliances Meat and meat products Non-prescription medicines New cars Second hand cars ICT products Fuel for vehicles

82,8 82,7 82,5 82,4 82,3

80,1

79,8

79,2

79,0

78,6

78,5

78,4

78,4

236.

2013 -2012


-0.7*

-1.3 0.3 -1 -0.7 -0.7 -0.2 0.8 -1.5 -1.5 -1.1 -1.3 0.7

-0.8*

0.1 1.9 -1.6

-2.9* -0.9

-1.9* -0.1 -1.6 -1.2

2012 -Z011

237.

0.5*


1.7* 0.2 -0.3

1 -1.1 0.3 1.9* 0.8 1.4 1.6 1.9 -1.4

238.

2011 2010


-2.5*

2.9* -0.1

1.7 -0.4 -0.1 3.2* -2.2* -2.8*

1.5

239.

0.9*


0.7 0.7 1.3 1.6 0 3.7* 3.6* -0.5 0.6

[Country-EU28 4.4*

-0.3

-1.2 -1.9

0.3 -1.7 -0.1 -1.6 -5.9* -2.4*

240.

-6*


Personal care services Holiday accommodation Culture and entertainment Commercial sport services Cafés, bars and restaurants Vehicle insurance Vehicle rental services Off-line gambling services Packaged holidays & tours Postal services Tram, local bus, metro Train services On-line gambling services Vehicle maintenance and repair Airline services Home insurance


241.

All services markets


Gas services Maintenance services Private life insurance Water supply TV-subscriptions Fixed telephone services Legal and accountancy services Real estate services Internet provision Investment products, private pensions and...

242.

Loans, credit and credit cards Electricity services Mobile telephone services Mortgages Bank accounts



0.9 1.6 -1.1 0.9 -0.9 1.7 2.7*

-0.7 1.2 -1.4 0.3

-1.1 0.7

-2.7*

0.1 0.3 0.2 -1.9* -0.8 0.7 -1.1

2.7* 0.1 0.3 -0.9

3.1* -0.8 2.2

1.8* 1.3

1.6* 0.5

1.9* -1

-1.8

-3* -2.6*

243.

-1.8 -2.1*


-2.3 -3.2* -1

-0.5

0.2

-0.2 -0.3 -0.5 -0.3 -1.8 -1.5 -2.5 2.2 -1.3 -2.5

-3.8* -1.4 0.2 0.4

-3.7*

0.6 -5.1* 0.5 -0.7 5.4* 0.7 0.8 0.7 3.1* -4.1* -1.2 4.6* 2.3 2.8* -3.6*

-3.4* 0.6

244.

-7.5*


-4.9*

-8.2* -9.8* -2.4*

-14.4* -11.6*

Overall Performance

The average performance of consumer markets in Spain is much lower than in the EU28 as a whole - 4.4 points below. This is largely driven by a very low comparative score for the services markets - 6.4 points below. The average score for Spain's goods markets is also lower than in the EU28 - 1.4 points below.

Compared to 2012, the overall assessments of the markets have declined, driven by lower ratings for the goods markets and a marginal - but not significant - downward assessment of the services markets.

104

Goods Markets

Overall, the top three goods markets in Spain are the non-alcoholic drinks, dairy products and books, magazines and newspapers markets. The bottom three are the fuel for vehicles, ICT products and second-hand cars markets. The Spanish new cars, large household appliances and fuel for vehicles markets are all ranked in 26th position across the EU28. The ICT products market is ranked in 27th place.

Across the individual goods markets, no market statistically significantly outperforms the EU28 average; although the meat and meat products and clothing and footwear markets both have a slightly higher score. Only two goods markets have a lower score than the average: the fuel for vehicles and ICT products markets. The market for fuel for vehicles scores lower for trust, comparability and expectations; the ICT products market also scores lower for trust, and has a higher proportion of complaints.

Across the goods markets, no statistically significant improvements can be reported compared to 2012; nevertheless the largest increases in positive assessments are found in the clothing and footwear and furniture and furnishings markets. Significant declines are found in the meat and meat products and the new cars markets. The meat and meat products market suffered lower scores for trust and expectations and a high proportion of problems; this is likely to be driven by the horsemeat scandal which was reported widely across Europe just prior to fieldwork in January 2013. The new cars market is rated poorly for comparability.

Services Markets

Overall, the top three services markets in Spain are the personal care services, holiday accommodation and culture and entertainment markets. The bottom three are the bank accounts, mortgages, and mobile telephone services markets.

Spain's TV-subscriptions, real estate services, electricity services and mortgages markets are all rated in 26th position across the EU28.

The following markets are all rated in 27th position across the EU28 investment products, private pensions and securities; maintenance services; fixed telephone services; legal and accountancy services; internet provision; airline services; mobile telephone services; bank accounts; home insurance; private life insurance; loans, credit and credit cards; ICT products; and culture and entertainment.

On an individual level, a total of 17 services markets have a lower score in Spain than the EU28 average.

The bank accounts, mobile telephone services and the loans, credit and credit cards markets all score more than 15 percentage points lower than the EU28 average. All three markets experience very high levels of problems (bank accounts -23 points; mobile telephone services -21; and loans, credit and credit cards -14), but also receive relatively low scores for the trust, expectations and comparability components. The only markets that receive scores equal to the EU28 are those for holiday accommodation, offline gambling and lottery services, and train services.

There was a positive change in the vehicle rental services score, as well as negative changes in the loans, credit and credit cards, bank accounts and home insurance markets. The vehicle rental services market enjoyed increases in trust, comparability and expectations. The loans, credit and credit cards market suffered lower levels of trust and expectations, combined with higher levels of problems.

105

1 Difference with 2012
Improved most since 2012MPIComparability (Avg)Trust (Avg)Expectations (Avg)Problems

(%)
Complaints

(%)
Choice (Avg)
38Vehicle rental services2.7*0.3*0.4*0.3*-0.2-3.7*0
20Real estate services2.20.3*0.10.2-3.4-0.60.1
7Clothing and footwear1.90.20.20-3.5-5*-0.2
30Vehicle insurance1.7-0.10.4*0.2-2.7-10.2*0
39Holiday accommodation1.60.10.10.1-2.9-16.4*0
Deteriorated most since 2012MPIComparability (Avg)Trust (Avg)Expectations (Avg)Problems

(%)
Complaints

(%)
Choice (Avg)
58Loans, credit and credit cards-3.8*-0.2-0.8*-0.33.3-5*0
26Bank accounts-3.7*-0.1-0.7*-0.18.1*1.3-0.6*
2Meat and meat products-2.9*0-0.6*-0.24.2*-20.2*0
29Home insurance-2.7*-0.4*-0.1-0.34.3*-3.2-0.2
28Investment products, private pensions and securities-2.5-0.5*-0.4*0.12.2-1.80
| Difference with EU28
5Top markets (compared to EU28 Average)MPIComparability (Avg)Trust (Avg)Expectations (Avg)Problems

(%)
Complaints

(%)
Choice (Avg)
2Meat and meat products2.40.3*0.3*0.1-3.4*-8*0
7Clothing and footwear2.30.5*-0.10.1-7.2*5.4*0.1
16Second hand cars2.100.7*0.2-1.319.4*-0.3*
55Dairy products1.80.3*0.10.1-3.3*24.9*0.1
1Fruit and vegetables1.30.3*-0.10-5.4*4.20.2*
5 Bottom markets (compared to EU28 Average)MPIComparability (Avg)Trust (Avg)Expectations (Avg)Problems

(%)
Complaints

(%)
Choice (Avg)
26Bank accounts-18.4*-1.3*-2.6*-1.5*23.4*18*-0.8*
33Mobile telephone services-16.7*-0.9*-2.5*-1.6*20.5*9.3*-0.7*
58Loans, credit and credit cards-15.3*-1.4*-2.3*-1.3*13.5*15.3*-0.8*
51Mortgages-15*-1.5*-2.8*-1.3*4.8*15.5*-1.6*
46Electricity services-13.5*-1.2*-1.9*-1.3*12.3*5.9*-1.4*

106

France

MP I per market

expectations problems&complaints

!■:: trust ■ comparability

245.

Clothing and footwear Bread, cereals, rice and pasta Non-alcoholic drinks Books, magazines and newspapers Dairy products Alcoholic drinks Fuel for vehicles


All goods markets

Spectacles and lenses Electronic products Meat and meat products Personal care products Large household appliances Fruit and vegetables Entertainment goods Small household appliances ICT products Furniture and furnishings Non-prescription medicines New cars Maintenance products Second hand cars

79,7

85,2 83,7 83,6 83,3 83,2

82,1

81,5

81,2

81,1 81,1 80,9 80,9 80,8 80,8 80,7 80,6 80,4 80,3 78,9 78,9 78,6 77,7

246.

2013 -2012


1.9*

2.2*

2.1* 0.5

3.2* 1.1 1.3

6.6*

1.3*

-0.2 0.3 1.7* 2.5* -0.3 1.9* -0.2 -0.4 0

1.1 2.8*

0.3 -0.7

1.4

2012 -2011

247.

-0.8*


2* 0.6 0.4

-2.2* -0.2 -0.1

248.

-3.8*


249.

2011 2010


250.

4.3*


4.9* 1.8* 4.4* 0.4

1.7* 1.4

-0.1

1.9* 0.8 0.1 -1.1 1.1 -1 -0.2 0.7 1.1 -1.7* -1.4 -1.4 1.6* 0.8

2.1* 3.8* 2.2* 3.6* 4.2*

2.1* 4.2* 3.9* 3.5* 4.1* 3.3* 6.5*

Off-line gambling services Commercial sport services Airline services Personal care services Packaged holidays & tours Holiday accommodation Culture and entertainment TV-subscriptions Water supply Vehicle rental services Maintenance services Electricity services Legal and accountancy services Cafés, bars and restaurants Tram, local bus, metro On-line gambling services Train services

251.

All services markets


Postal services Loans, credit and credit cards Gas services Home insurance Vehicle insurance Investment products, private pensions and..

252.

Bank accounts Mobile telephone services Vehicle maintenance and repair Fixed telephone services Private life insurance Mortgages Internet provision Real estate services


81,9

81,5

81,2

80,7

80,7

80,6

80,5

80,3

80,1

79,4

79,2

79,2

79,1

79,1

79,0

78,9

78,6

78,6

77,8 77,6 77,6 77,3 77,2 77,1 77,0 77,0 76,9 76,8 76,6 76,6 76,2 75,9

0.5 0.4 2.5* 0.5 0.4 -1.3* 8.2* 4.3* 3.2* -0.1 4*

4.3* 2.7* 3.9*

0.3

-0.4 0.5

-2.3* -1

1.5* 1.8* -2.9* -1.9* -2.1* 3.4* -1.8* -4.2* -2.5* -4.3*

253.

4.6*


2.6* 4.7*

254.

0.9 4.9*


0.7 -0.1

5.9* 2.6* 4*

255.

5.5*


3.8* 4.3*

2.3*

256.

-1.2*


4.2* 2.7* 4.6*

0.2 0 2.9* 2.6* 4.7* 1.9*

1.1

1.6 3.7*

0.5 2.3*

-4.9* -4.1* -3.9*

0.6 -1.2

-1 -0.6 -2.7* -1.1 -1.3 -0.2 -4.2* -0.8 -1.5

4.9* 2.3* 3.8* 11.6* 8.3* 8.2* 4.3* 6.5*

10.2* 12*

Overall Performance

Consumer markets are assessed more positively in France than in the EU28 as a whole (a difference of 2.1 point), both overall and for goods and services markets separately. In addition, all three indicators have increased from 2012.

Goods Markets

Overall, the top three goods markets in France are the clothing and footwear, bread, cereals, rice and pasta and non-alcoholic drinks markets. The bottom three are the second-hand cars, maintenance products and new cars markets.

107

Across the individual goods markets, five markets statistically outperform the EU28; clothing and footwear and second-hand cars are the top performing markets in this regard. The clothing and footwear market scores comparatively highly for the trust, comparability and expectations components, with a comparatively lower proportion of problems. The secondhand cars market scores higher for trust, and has a lower proportion of problems.

No individual French goods market showed a score that was statistically lower than the EU28 average; nevertheless, the lowest comparative scores are observed in the non-prescription medicines and the spectacles and lenses markets.

Compared to 2012, eight goods markets improved, especially the fuel for vehicles market. Another notable improvement was seen in the books, magazines and newspapers market, driven by high scores for the expectations, trust and comparability components in 2013. The maintenance products and small household appliances markets' scores decreased from last year, although these changes are not statistically significant.

Services Markets

Overall, the top three services markets in France are the offline gambling and lottery services, commercial sport services and airline services markets. The bottom three are the real estate services, internet provision and mortgages markets. The French offline gambling and lottery services market is rated as the second best performing across the EU28. The personal care services market is assessed in 26th position across the EU28.

Across the individual services markets, a total of eleven markets are assessed higher by French consumers than by the EU28 consumers, in particular the investment products, private pensions and securities, electricity services, and TV-subscriptions markets. The investment market shows a higher score for the trust, comparability and expectations components. The electricity services market scores relatively highly for comparability and trust; while the TV-subscriptions market has a relatively low proportion of problems and complaints.

Personal care services, culture and entertainment, and vehicle insurance markets all score somewhat lower than the EU 28 average but these differences are not statistically significant.

Compared to 2012, across the services markets, the largest year-on-year difference is an increase in positive assessments of the TV-subscriptions market; this market shows higher levels of trust, comparability and expectations, combined with a decrease in the proportion of problems. Scores increased for another 17 services markets. On the negative side, the culture and entertainment market's score decreased compared to 2012.

Difference with 2012

Improved most since 2012MPIComparability (Avg)Trust (Avg)Expectations (Avg)Problems

(%)
ComplaintsChoice (Avg)
54TV-subscriptions8.2*0.9*1.2*0.8*-5.8*-9*0.9*
17Fuel for vehicles6.6*0.6*0.9*1*-1.3-30.3*0.7*
33Mobile telephone services4.7*0.6*0.8*0.4*-0.8-9.9*0.3*
47Gas services4.6*0.6*0.6*0.6*-0.5-1.70.8*
57Legal and accountancy services4.3*0.5*0.5*0.5*-1.6-20.3*0.3*
Deteriorated most since 2012MPIComparability (Avg)Trust (Avg)Expectations (Avg)Problems

(%)
ComplaintsChoice (Avg)
43Culture and entertainment-1.3*0-0.2*-0.2*1.2-AA0
8Maintenance products-0.7-0.3*0.2-0.10.68.3*-0.2*
12Small household appliances-0.400-0.11.2-31*0.1
11Large household appliances-0.3-0.1000.7-3.40.1
14Entertainment goods-0.20000.6-18.1*0

108

Difference with EU28

5Top markets (compared to EU28 Average)MPIComparability (Avg)Trust (Avg)Expectations (Avg)Problems

(%)
Complaints

(%)
Choice (Avg)
7Clothing and footwear9.5*1*1.3*0.6*-10.4*-39.7*0.2*
28Investment products, private pensions and securities7.6*0.9*1*0.6*-6.2*-34.9*-0.3*
46Electricity services7.2*1.1*1.1*0.3*-4.3*-34.2*1.3*
16Second hand cars6.7*0.3*1.5*0-12.5*-33.8*-0.8*
54TV-subscriptions6.3*0.4*0.9*0.3*-11*-47.5*0.5*
5 Bottom markets (compared to EU28 Average)MPIComparability (Avg)Trust (Avg)Expectations (Avg)Problems

(%)
Complaints

(%)
Choice (Avg)
22Personal care services-3-0.4*-0.2*-0.6*-0.2-18.9*-0.7*
43Culture and entertainment-2.5-0.2*-0.2*-0.6*-0.4-22.5*-0.1
30Vehicle insurance-2.2-0.4*-0.1-0.5*0.4-39.9*-0.4*
48Non-prescription medicines-1.20.1-0.1-0.5*1.9-33.6*-0.5*
53Spectacles and lenses-1.1-0.1-0.2*-0.5*-4.1*-38.7*-0.6*

109

Croatia

123

Books, magazines and newspapers Spectacles and lenses Alcoholic drinks Personal care products Small household appliances New cars Non-alcoholic drinks Electronic products Large household appliances Entertainment goods Furniture and furnishings Non-prescription medicines [~AII goods markets" Bread, cereals, rice and pasta Maintenance products ICT products Dairy products Fuel for vehicles Clothing and footwear Fruit and vegetables Meat and meat products Second hand cars

MP I per market

expectations problems&complaints ■ 70.6

■ comparability

77.2 75.9 75.5

74.4

74.2

74.1

73.8

73.6

73.6

73.3

73.3 72.3

71.3

71.2 71.2 70.7 69.4 67.1 66.2 65.3 64.3 60.2

257.

2013 -2012


2012 -2011

258.

Culture and entertainment Personal care serv Airline serv Commercial sport serv


Vehicle insurance Holiday accommodation Packaged holidays & tours Cafés, bars and restaurants Postal services Home insurance Vehicle rental services On-line gambling services Private life insurance Off-line gambling services

259.

All services markets


Tram, local bus, metro Vehicle maintenance and repair Loans, credit and credit cards Gas services Bank accounts Fixed telephone services Maintenance services Internet provision Train services Electricity services Mobile telephone services Water supply Legal and accountancy services TV-subscriptions Real estate services Investment products, private pensions and..

260.

Mortgages


80.8 80.6 79.7 79.6 78.2 77.8 76.1 73.6 73.6 73.1 72.9 72.7 71.3 70.8

70.0

70.0 69.6 68.6 68.5 68.4 68.1 66.1 65.2 65.1 63.9 63.3 63.1 62.4 61.6 61.1 60.7 60.2

Overall Performance

In general, the performance of consumer markets in Croatia are assessed worse than the EU28 average, with a difference of 7.0 points. The overall score for goods markets in Croatia is 8.4 points lower than the EU28 average, and the overall score for services markets is 6.1 points below the EU28 average.

Goods Markets

Overall, the top three goods markets in Croatia are the books, magazines and newspapers, spectacles and lenses and alcoholic drinks markets. The bottom three are the second-hand cars, meat and meat products and fruit and vegetables markets.

Please note Croatia was not included in the survey before 2013 - no trend data are available.

110

The alcoholic drinks market is rated in 26th position across the EU28. The fuel for vehicles, dairy products, and clothing and footwear markets are assessed in 27th place. All of the following markets are assessed in 28th position across the EU28: second-hand cars; nonalcoholic drinks; new cars; non-prescription medicines; maintenance products; meat and meat products; spectacles and lenses; books, magazines and newspapers; fruit and vegetables; furniture and furnishings; ICT products; entertainment goods; large household appliances; electronic products; small household appliances; bread, cereals, rice and pasta; and personal care products.

On an individual level, all goods markets in Croatia perform worse than the EU28 average, with the market for fruit and vegetables and the market for dairy products both performing particularly poorly. These two markets also score lowest for trust and expectations. In terms of performance components, every goods market in Croatia shows a lower score compared to the EU28 average in respect of comparability and trust. In addition, the majority of goods markets in Croatia score worse than average in terms of expectations and the levels of problems and complaints. The markets for ICT products and maintenance products have the highest proportion of consumer complaints.

Services Markets

Overall, the top three services markets in Croatia are the culture and entertainment, personal care services and airline services markets. The bottom three are the mortgages, investment products, private pensions and securities and real estate services markets.

The following markets are all rated in 26th position across the EU28: electricity services; holiday accommodation; internet provision; cafés, bars and restaurants; and postal services. The markets assessed as being in 27th position are: water supply; investment products, private pensions and securities; fixed telephone services; mobile telephone services; tram, local bus, metro; and personal care services. The real estate services; legal and accountancy services; TV-subscriptions; vehicle rental services; and maintenance services markets are all ranked in 28th position across the EU28.

The majority of services markets in Croatia perform worse than the EU28 average. The services markets for TV subscriptions, legal and accountancy services, and water supply perform particularly poorly. The market for TV subscriptions has very low scores for the trust and expectations components in particular. The services markets with the highest volume of problems are internet provision, mobile telephone services, and legal and accountancy services.

Difference with EU28

5Top markets (compared to EU28 Average)MP IComparability (Avg)Trust (Avg)Expectations (Avg)Problems

(%)
ComplaintsChoice (Avg)
37Airline services-0.9-0.6*0.20.11.4-12.6*-0.9*
30Vehicle insurance-1.3-0.1-0.4*00.5-15.8*0.2*
60On-line gambling services-2.1-0.3*-0.2-0.4*-1.26*-0.1
42Commercial sportservices-2.1-0.5*-0.4*00-32.8*-0.5*
43Culture and entertainment-2.2-0.5*-0.2-0.11.6-11.3*-1*
5 Bottom markets (compared to EU28 Average)MP IComparability (Avg)Trust (Avg)Expectations (Avg)Problems

(%)
ComplaintsChoice (Avg)
54TV-subscriptions-12.4*-1.3*-1.9*-1.7*2.4-3.5-0.5*
57Legal and accountancyservices-12.1*-1.2*-1.5*-1.2*12.3*-9.5*-0.4*
1Fruit and vegetables-11.9*-1.4*-2*-1.1*4.5*-14.2*-0.4*
55Dairy products-11.6*-1.3*-1.8*-1.1*5.9*-2.7-0.3*
45Water supply-11.3*-1.3*-1.7*-1*8.5*-3.2

111

Italy

MP I per market

expectations -a problems&complaints

g trust U comparability

261.

All markets


Books, magazines and newspapers Spectacles and lenses Entertainment goods Electronic products Bread, cereals, rice and pasta Non-alcoholic drinks Small household appliances Furniture and furnishings Maintenance products Personal care products Non-prescription medicines Large household appliances ICT products Alcoholic drinks Dairy products

All goods markets

New cars Clothing and footwear Fruit and vegetables Meat and meat products Second hand cars Fuel for vehicles

84,4

83,6

83,0

82,3

81,7

81,5

81,1

80,8

80,5

80,5

80,3

80,1

80,0

80,0

79,8

79,5

78,6 76,7 76,6 76,5

71,4

69,7

262.

2013 -2012


0.3

-0.9 0.8 1.5

0 -0.4 0.5 -0.7 0.8

1 -0.6 1.7 -0.8 0.3 0.1 -0.6

0.2

0.2 1.3 -2.2* -2.4* 1.3 2

2012 -2011

263.

0.6*


2.5* -1.2 0

1.5 1.1 1.5* 1.3 1.9* 0.7 0.7 -0.8 0.6 1.1 2.4* 1.2

264.

0.Ï


0.9 1.4 1.3 1.4 -0.7 -0.7

265.

2011 2010


-0.7* -2.9*

1.9* 1.1 0.2

-1.9* 0.5 0.6 1.4

-0.2 -2* 0.9

-0.5

266.

-2.4*


0.1

0.4 -1.1 -0.3 -1.3 0.4 -0.1

Personal care services Culture and entertainment Holiday accommodation Commercial sport services Packaged holidays & tours Vehicle rental services Cafés, bars and restaurants Airline services Vehicle maintenance and repair Loans, credit and credit cards Home insurance Legal and accountancy services Vehicle insurance Maintenance services

267.

All services markets


Postal services On-line gambling services Mobile telephone services Private life insurance Fixed telephone services TV-subscriptions Gas services Off-line gambling services Internet provision Water supply Tram, local bus, metro Mortgages

Investment products, private pensions and..

268.

Real estate servi Train servi Electricity servi


Bank accounts

83,0 82,1 81,1 80,7 79,4 78,6 78,2 77,6 76,8 76,6 75,5 73,5 73,5 73,3

73,3

72,9 72,0 71,9 71,8 71,3 71,3 71,0 70,5 70,3 69,6 69,0 68,6 68,2 67,4 65,7 65,7 65,5

-1.9* -0.2

0.9 -1.6* 1.9*

0.6 -2.4* -2.4* 2.5*

3* 3.3*

2 2.4*

1.8

2* 1.9* 1.1 1.7* 0.4 0.7 2.1* 2* 0.1 0.5 -2.7* 1.2 -0.4 -0.3

0.4

269.

0.4*


2.7*

1 0.7 0.4

0 -0.4

-0.1 -0.5 -1.7 1.9 1.1 0.9 6.7* -4.2* 0.4

-1.4

2.5* 1.1 0.7 3*

-0.7

1

1.3 0.2

-0.4 0.1 0.2

-4.1* 1

-1.9

-2* -0.6 -0.3 -0.7 -1 -0.4 1.1 2* -2

-3.6* 1.5

270.

-1.4*


-2.9*

-2.3

271.

2.8*


0.5

1.7 -4.8* -2.8*

3.2* 2.2

-0.6 -3* 0.4

Overall Performance

On average, consumer markets' performance, as assessed by Italian consumers should be considered as stable, and the minor increase of 0.3 percentage points compared to 2012 is not statistically significant. However, this average assessment is worse in Italy than in the EU28 as a whole (-1.8 percentage points).

Assessments of all goods markets and all services markets were also, on average, fairly stable in Italy compared to 2012.

While the Italian services markets are assessed less positively than the EU28 as a whole, the goods markets are broadly in line with the average.

112

Goods Markets

Overall, the top three goods markets in Italy are the books, magazines and newspapers, spectacles and lenses and entertainment goods markets. The bottom three are the fuel for vehicles, second-hand cars and meat and meat products markets.

Looking at individual goods markets, the highest increase in performance assessment was in the fuel for vehicles market which rose slightly, but not significantly, compared to 2012. However, this market is still rated -7.7 percentage points lower than the EU28 average and is, comparatively speaking, the poorest performing market. The non-prescription medicines market improved by 1.7 points year-on-year, although this change is not statistically significant, with an increase in the expectation component.

There were lower assessments of the meat and meat products market and the fruit and vegetables market compared to 2012. Indeed, the meat and meat products market suffered a fall in the comparability and trust components. This can potentially be linked with the horsemeat scandal which was widely reported across Europe just prior to fieldwork completion.

Entertainment and electronic goods are the markets in Italy which are assessed most positively compared to the EU average. On the other hand, assessments of the fuel for vehicles market in Italy are more negative than the EU28 average.

Services Markets

Overall, the top three services markets in Italy are the personal care services, culture and entertainment and holiday accommodation markets. The bottom three are the bank accounts, electricity services and train services markets. The Italian postal services and airline services markets are both rated in 26th position across the EU28. The vehicle insurance and tram, local bus, metro markets are assessed in 27th position.

The train services market shows an improvement in assessments since 2012, with an increase of 6.7 percentage points. This increase could have been influenced by the entry of a new operator (Nuovo Trasporto Viaggiatori) into the high-speed rail transport market (with a positive impact in terms of prices and quality of service offered driven by augmented competition)124. Despite this increase in positive assessments, the train services market remains the poorest performing service market in Italy compared to the EU28 average (23rd position out of 26).

Other services markets which have improved since 2012 are the home insurance; packaged holidays; vehicle maintenance; vehicle insurance; postal services; and loans, credit and credit cards markets. On the other hand, the electricity services, airline services; personal care services; commercial sports services; and cafés, bars and restaurants markets assessments have deteriorated since 2012.

Compared to the EU28 average, in Italy, the services markets which perform comparatively well are the loans, credit and credit cards and vehicle maintenance and repair services markets; however none are significantly more positively than the EU28. A number of services markets in Italy are assessed more negatively than the EU28 average: namely the train services, bank accounts and tram, local bus, metro and underground services markets.

II Sole (2012) Alta velocita e concorrenza: parte la sfida. Retrieved from:

www.ilsole24ore.com/art/impresa-e-temtori">www.ilsole24ore.com/art/impresa-e-temtori

160359.shtml?uuid=AbHufzSF

113

Difference with 2012

Improved most since 2012MPIComparability (Avg)Trust (Avg)Expectations (Avg)Problems

(%)
Complaints

(%)
Choice (Avg)
36Train services6.7*1.1*0.5*0.4*-8.7*-7.1*
29Home insurance3.3*0.4*0.7*0.1-0.8-11.3*0
58Loans, credit and credit cards3*0.30.4*0.3*-2.4-2.40
31Postal services2.7*0.4*0.20.2-3.49.5*0.7*
23Vehicle maintenance and repair2.5*0.10.20.1-7*2.60
Deteriorated most since 2012MPIComparability (Avg)Trust (Avg)Expectations (Avg)Problems

(%)
Complaints

(%)
Choice (Avg)
46Electricity services-4.2*-0.8*-0.6*03.75.6*-0.1
37Airline services-2.4*-0.2-0.4*-0.22.15.7-0.3*
2Meat and meat products-2.4*-0.5*-0.6*0-1.915.4*-0.1
41Cafés, bars and restaurants-2.4*-0.4*-0.2-0.12.92.2-0.2
1Fruit and vegetables-2.2*-0.5*-0.4*00.60.1-0.3*
| Difference with EU28
5Top markets (compared to EU28 Average)MPIComparability (Avg)Trust (Avg)Expectations (Avg)Problems

(°M
Complaints

(°M
Choice (Avg)
58Loans, credit and credit cards2.70.4*00.4*-3*10.4*-0.9*
23Vehicle maintenance and repair1.80.3*00-6*7.9*-0.7*
14Entertainment goods1.50.3*00.1-2.3*13.7*-0.4*
10Electronic products1.40.3*00.1-2.4*7.4*-0.6*
53Spectacles and lenses1.30.4*-0.2*0.2*-2.1*-0.1-0.9*
5 Bottom markets (compared to EU28 Average)MPIComparability (Avg)Trust (Avg)Expectations (Avg)Problems

(%)
Complaints

(%)
Choice (Avg)
36Train services-8.8*-0.3*-1.4*-1.2*7.3*-2.8
26Bank accounts-8.5*-0.7*-1.8*-0.7*2.16.9*-1.8*
17Fuel for vehicles-7.7*-0.7*-1.3*-1.1*-0.24-1.7*
35Tram, local bus, metro-7.4*-0.3*-1.3*-1.1*3.4*1.7
46Electricity services-6.3*-0.6*-1.2*-0.3*4*13.2*-0.1

114

Cyprus

MP I per market

pruble ms&ccjrnpl.nrits

■ comparability

Books, magazines and newspapers Furniture and furnishings Non-alcoholic drinks Clothing and footwear Electronic products Small household appliances Fruit and vegetables Bread, cereals, rice and pasta Personal care products Spectacles and lenses Alcoholic drinks

All goods markets

ICT products Meat and meat products Large household appliances Non-prescription medicines New cars Entertainment goods Dairy products Fuel for vehicles Maintenance products Second hand cars

91,6 89,8 89,2 88,9 88,9 88,8 88,3

87,6

87,6

87,5

87,2

87,2

87,1 86,9 86,5 86,2 86,2 85,8 85,7 85,4

83,6

83,2

272.

2013 -2012


7.2*

11.3* 9.8* 5.8* 7.3* 7.3* 7.6* 8.7* 3.7* 7.6* 5.5* 7.8*

7.3*

5.2* 6.6* 4.9* 7.5* 5.8* 6.6* 3.4* 17.4* 5.2* 8.6*

2012 -Z011

273.

1.3*


-4.4* 0.5 2.8* 6.7* 3.8* 1.2 5.2* 3.2*

1 -0.4 -0.7

274.

1.3*


4.4* 2.4 3.7* -1.4 -0.1 -0.5 1.6 -4.6* 1

1.3

275.

2011 2010


276.

2.9*


5.7* 1.6

5.5* 1.4 1.2

6.5* -1 2.3 1.6

277.

4.9*


278.

3.9*


6.6* 3.9* 3.4* 2.9* 2.6 8.4*

1.7

5.5* 4.6*

Personal care services Cafés, bars and restaurants Airline services Holiday accommodation Commercial sport services Internet provision TV-subscriptions Postal services Tram, local bus, metro Mobile telephone services Vehicle insurance Vehicle maintenance and repair Packaged holidays & tours Fixed telephone services Culture and entertainment Vehicle rental services

[

279.

All services markets


Bank accounts Maintenance services Loans, credit and credit cards Off-line gambling services Home insurance Real estate services On-line gambling services Investment products, private pensions and..

280.

Private life insurance Water supply Mortgages Legal and accountancy services Electricity services


90,8 90,2 88,1 86,9 86,9 86,8 86,0 85,4 85,3 85,3 85,1 84,7 84,5 84,5 84,3 82,2

82,2

81,2 80,5 79,4 79,3 79,3 79,1 78,8 77,7 76,2 75,4 74,6 73,2 70,7

9.5* 12.5*

6.9*

4.9* 4.7* 12.8* 12.4* 5.4* 7.3*

10* 7.3* 11.5* 5.5* 7.1* 3.9* 4.4*

-3.9* -0.1 1.3 3.6* 2.1 1

281.

7.3*


0.5 8.6* -1.8

282.

1.2 -1.7 3.4*


0.7

283.

2.3 11.4*


7.2*

284.

1.4*


8.5* 7.7*

7*

2.2 6.7*

6.7* 4.4* 7.2*

7.9* 3.9* 13.8*

2.9 2.2 0.1

3.3* 4.1*

0.4 1.7 -1.3

-0.4 -0.2

285.

-8.3*


286.

4.5*


287.

3.4*


288.

4.7*


2.3

289.

6.4*


290.

3.1*


6.1* 7.2* 2.1

5.3* 5.1*

0.9

291.

2.2 -5.2*


1.9 2.9

1.4

292.

6.1*


5.3* 2.3

Overall Performance

Cyprus's consumer markets, on average, score higher than the EU28 - by 6.7 percentage points; in addition, there has been a sharp rise in market performance since 2012 - by 7.2 points. Cyprus performs better for goods markets and services markets - compared both to 2012 and to the EU28 average.

Goods Markets

Overall, the top three goods markets in Cyprus are books, magazines and newspapers, furniture and furnishings and non-alcoholic drinks. The bottom three are the second-hand cars, maintenance products, and fuel for vehicles markets.

115

The following Cypriot markets are all rated as the best performing across the EU28: nonprescription medicines; non-alcoholic drinks; books, magazines and newspapers; furniture and furnishings; electronic products; personal care products; clothing and footwear; fruit and vegetables; ICT products; spectacles and lenses; new cars; small household appliances; entertainment goods; large household appliances; second-hand cars; bread, cereals, rice and pasta; and meat and meat products.

The alcoholic drinks, dairy products and maintenance products markets are all assessed as the second best performing across the EU28, while the fuel for vehicles market is assessed as the third best performing.

All the individual goods markets have improved their performance compared to 2012, in particular the markets for fuel for vehicles and books, magazines and newspapers, driven by greater comparability and higher expectations in both markets. Additionally, the fuel market shows an increase in trust and decrease in the proportion of problems.

Other increases can be found in various other goods markets, notably: furniture and furnishings; fruit and vegetables; second-hand cars; alcoholic drinks; small household appliances; personal care products; non-prescription medicines; clothing and footwear; electronic products; and meat and meat products. The two markets that have increased their MPI score the least are the markets for dairy products and bread, cereals, rice and pasta.

All goods markets score higher than the EU28 average, with only the maintenance products and entertainment goods markets showing a difference that is not statistically significant. The top performing markets in this regard are those for clothing and footwear and second-hand cars. In the market for clothing and footwear, this difference in performance is driven by a better rating on all the components.

Services Markets

Overall, the top three services markets in Cyprus are the personal care services, cafés, bars and restaurants and the airline services markets. The bottom three are the electricity services, the legal and accountancy services and mortgages markets.

The Cypriot markets rated as the best performing across the EU28 are: airline services; internet provision; TV-subscriptions; fixed telephone services; personal care services; tram, local bus, metro; cafés, bars and restaurants; mobile telephone services; holiday accommodation; vehicle maintenance and repair; packaged holidays & tours; and commercial sport services. The postal services and real estate services markets are both assessed as the second best performing across the EU28, while the maintenance services, vehicle insurance and vehicle rental services markets are assessed as the third best performing.

Across the individual services markets, again, almost all score higher compared to 2012. The markets for electricity services, internet provision and cafés, bars and restaurants show the highest increases compared to 2012 results. Other markets that show an improvement are the TV-subscriptions, vehicle maintenance and repair, mobile telephone services, personal care services, bank accounts, maintenance services, tram, local bus, metro, vehicle insurance, fixed telephone services and airline services markets. The home insurance market is the only one that shows a not statistically significant increase.

In comparison with the EU28 results, almost all services markets are assessed more positively in Cyprus. A total of 19 out of the 29 services markets have a higher rating than the EU28 average. The three best performing markets are those for internet provision, TV-subscriptions and cafés, bars and restaurants. The higher MPI of the internet provision market is driven by better scores for trust and expectations and a lower proportion of problems. For the TV-

116

subscriptions market, a higher comparability score and a lower proportion of problems are the main differences between Cyprus and the EU28.

The markets for legal and accountancy services, electricity services and water supply are assessed least positively in comparison to the EU28 average; however, none of these differences are statistically significant, and the market for water supply still outperforms the EU28.

Difference with 2012

Improved most since 2012MPIComparability (Avg)Trust (Avg)Expectations (Avg)Problems

(%)
Complaints

(%)
Choice (Avg)
17Fuel for vehicles17.4*1.7*3*1.6*-8.5*-26.8*0.6*
46Electricity services13.8*2*1.6*0.9*-13.2*1.9*
34Internet provision12.8*1.7*1.7*1.1*-8.3*5*2.1*
41Cafés, bars and restaurants12.5*1.1*1.9*1.4*-9*5.30.2
54TV-subscriptions12.4*1.7*1.6*0.9*-9.7*-19.4*0.9*
Deteriorated most since 2012MPIComparability (Avg)Trust (Avg)Expectations (Avg)Problems

(%)
Complaints

(%)
Choice (Avg)
29Home insurance2.20.6*0.4*01.5-21.3*0.1
55Dairy products3.4*0.7*0.6*0.1-0.3-16.8*0.3*
3Bread, cereals, rice and pasta3.7*0.5*0.7*0.2-0.3-18.1*0.1
57Legal and accountancy services3.9*0.8*0.7*0.20.36.9-0.4*
43Culture and entertainment3.9*0.10.7*0.5*-3.5*28*0.6*
| Difference with EU28
5Top markets (compared to EU28 Average)MPIComparability (Avg)Trust (Avg)Expectations (Avg)Problems

(%)
Complaints

(%)
Choice (Avg)
7Clothing and footwear13.2*1.5*1.7*0.9*-15.3*-44.9*0.7*
34Internet provision13.1*1.1*1.8*1*-18.3*13.6*0.8*
16Second hand cars12.3*1.1*2.1*0.9*-10.5*6.6*0.2*
54TV-subscriptions12*1.2*1.5*0.9*-14.7*-4.50.9*
41Cafés, bars and restaurants11.7*1.1*1.7*1.1*-10.4*3.30.5*
5 Bottom markets (compared to EU28 Average)MPIComparability (Avg)Trust (Avg)Expectations (Avg)Problems

(%)
Complaints

(%)
Choice (Avg)
57Legal and accountancy services-1.30-0.2-0.4*-1.6-30
46Electricity services-1.3-0.20-1.1*-10.4*26.4*
45Water supply100.3*-0.5*-8.3*5.7*
43Culture and entertainment1.3-0.20.5*0.2-1.526.8*0.2
29Home insurance1.700.6*0-1.8-18.1*-0.2*

117

Latvia

Books, magazines and newspapers Fuel for vehicles Electronic products Non-prescription medicines Bread, cereals, rice and pasta Spectacles and lenses Small household appliances ICT products Large household appliances Personal care products Non-alcoholic drinks Entertainment goods New cars Alcoholic drinks Furniture and furnishings Dairy products I Al I goods markets"

293.

Maintenance products Fruit and vegetables Meat and meat products Second hand cars Clothing and footwear


MP I per market

expectations - problems&complaints Hf trust

79,6

86,2 83,7 83,7 83,7 83,3 83,3 83,2 83,2 83,1 83,1 82,8 82,1 81,4 81,4 81,3

=_80,9

=====_80,9

80,5 76,7 76,0 71,4 67,5

87,7 86,5 84,4 84,3 84,0 84,0 82,9 82,3 82,2 81,9 81,5 80,7 80,5 80,3 80,3 80,1 79,8 79,7 79,2 79,1

294.

I comparability


2013 -2012 2.1*

0.7 9.6* 3.3* 7.1* 1.3 -0.2 4.3* 3* 0.5 3* 1.1 4.5* 2.9* 3.2* 3.5* 3.3*

3.1*

2.6* 3.6* 4.3* 2.4* 1

2012 -2011

-0.3

-2.5* -4.2* 0.9 -1.4 0.4 -0.2 -2.3* 0.3 1.2 -0.7 0.5 -1.5 1.1 -0.6 -1.6 -0.5

295.

-0.6*


1.4 -0.5 -2.1* -0.2 0.8

296.

2011 2010 1.1*


0.9 0.1 1.1 1.2 0.3

1.8 1.9 0.8 1.6

2.2* 2.3* 2.1* 2.5* 0.3

297.

1.7*


2.9* -0.5 2.7*

1.5

-1

Vehicle insurance Personal care services Mobile telephone services Home insurance Bank accounts Commercial sport services Culture and entertainment Holiday accommodation Airline services Cafés, bars and restaurants Private life insurance Fixed telephone services Legal and accountancy services Internet provision Postal services Packaged holidays & tours Train services Loans, credit and credit cards Vehicle rental services Tram, local bus, metro

0

298.

All services markets


Off-line gambling services TV-subscriptions Gas services Investment products, private pensions and..

299.

Maintenance services Vehicle maintenance and repair On-line gambling services Mortgages Real estate services Electricity services Water supply


_78JÏ

77,4 76,4 75,4 75,3 74,4 74,3 74,0 73,6 69,0 68,6 64,6

3.4*

3* 4*

2.7* 2.9* 1.7*

0.9 2.2*

1.4 3.1*

1.7 -1.7 2.4* 4.8*

1.6 -1.4 -2.5* 2.5*

1.6 -1.8

0.1 -2.8* 0.1 1.4 0.1 -0.3 -0.8 -1 1.5 0.9 0.9 -0.4 0

0.8 -3.4* -0.5 1

0.6 -1.3 1.1

1.5*

-0.1

3.1* -2.2 2.7* 5.4* 4.7*

3.6* 0.5 0.8

-2.4

3.4* -3.6* 0.2 -1.1 -1.8

2.6* 0.1 1.1 -0.9

3.3* 1.2

3.1* 1.8

3.5* 1.3

2.3* 0.7 0.8

300.

2.1*


-0.6

0.5 2.9* 4.1* -1.3

4*

3*

301.

0.7*


302.

0.7 -0.9 -0.8 5.2*


3.1* -6.5* 2.2

Overall Performance

On average, the market performance assessments of Latvian consumers have improved since 2012 - showing a rise of 2.1 percentage points. Furthermore, Latvian markets are rated more positively than the overall EU28 markets average (+2.1 percentage points).

Assessments of all goods markets were also more positive than in 2012 with an increase of 3.1 percentage points year-on-year. Latvian goods markets are, in addition, assessed more positively than the EU28 average. Overall assessments of the services markets show an improvement compared to 2012 (+1.5), as well as being higher than the EU28 average (+2.7).

118

Goods Markets

Overall, the top three goods markets in Latvia are the books, magazines and newspapers, fuel for vehicles, and electronic products markets. The bottom three are the clothing and footwear, second-hand cars and meat and meat products markets. The ICT products market is rated as the second best performing across the EU28, while the electronic products market is assessed as the third best performing.

Looking at the individual goods markets, the biggest increases in performance assessments since 2012 are seen in the fuel for vehicles and the non-prescription medicines markets, with another 13 markets showing an improvement. Both of these markets show a more positive assessment than the EU28 average. In addition, the ICT products market is rated more positively in Latvia than the EU28.

Only the spectacles and lenses market showed a decrease in score when compared to 2012, although this was not statistically significant. The only goods market in Latvia that is assessed significantly less positive than the EU28 average is clothing and footwear.

Services Markets

Overall, the top three services markets in Latvia are the vehicle insurance, personal care services, and mobile telephone services markets. The bottom three are the water supply, electricity services, and real estate services markets.

The vehicle insurance, home insurance and bank accounts markets are all rated as the best performing across the EU28. The private life insurance and mobile telephone services markets are both assessed as the second best performing, while the internet provision market is assessed as the third best performing. However, the water supply market is ranked in 26th position across the EU28.

Across individual services markets in Latvia, there were statistically significant improvements in assessments compared to 2012 in 16 markets. The biggest increases were noted in respect of maintenance services, internet provision, and vehicle maintenance and repair services. The only statistically significant decrease in assessments was noted in the train services market.

Overall, Latvia's services markets are assessed more positively than the EU28 as a whole. Eleven services markets in Latvia are rated more positively than the EU28 average. The top rated are the mobile telephone services, bank accounts and vehicle insurance markets.

Overall, only the water supply market is rated significantly less positive in Latvia than the EU average. Other relatively poor performers are the electricity services and real estate services markets.

Difference with 2012

Improved most since 2012MPIComparability (Avg)Trust (Avg)Expectations (Avg)Problems

(%)
ComplaintsChoice (Avg)
17Fuel for vehicles9.6*02*1.3*-6.9*-37.6*0.3
48Non-prescription medicines7.1*0.5*1.5*0.6*-3.5*-43.8*0.5*
21Maintenance services5.4*00.6*0.6*-10.8*-27.8*0.4*
34Internet provision4.8*0.10.8*0.4*-7.1*-24*0.2
23Vehicle maintenance and repair4.7*00.9*0.3*-9.2*-23.5*0.1
Deteriorated most since 2012MPIComparability (Avg)Trust (Avg)Expectations (Avg)Problems

(%)
ComplaintsChoice (Avg)
36Train services-2.5*-1.1*00-0.6-62*
45Water supply-2.4-2.1*0.7*-0.1-6.6*-13.7*
47Gas services-2.2-1.7*0.7*0-1.9-31.6*-0.9*
35Tram, local bus, metro-1.8-0.8*0.2-0.10-22.5*
32Fixed telephone services-1.7-1*0.3*-0.3-2.7-16.7*-1.4*

119

Difference with EU28

5Top markets (compared to EU28 Average)MPIComparability (Avg)Trust (Avg)Expectations (Avg)Problems

(%)
Complaints

(%)
Choice (Avg)
33Mobile telephone services10.3*1*1.6*1*-7.2*-18.6*0.5*
26Bank accounts10*1*1.5*1.1*-6*-2.80.2
30Vehicle insurance8.3*1.1*1.1*0.8*-2.6*-55.9*0.2*
52Private life insurance7*0.6*1*0.9*-3.9*-14.8*-0.1
29Home insurance6.7*0.6*1.1*0.7*-3.9*-16.2*0
5 Bottom markets (compared to EU28 Average)MPIComparability (Avg)Trust (Avg)Expectations (Avg)Problems

(%)
Complaints

(%)
Choice (Avg)
45Water supply-9.8*-2.2*-0.5*-0.7*8.5*0
7Clothing and footwear-8.2*-1*-0.5*-1.1*10.6*-9.6*-1.3*
46Electricity services-3.4-2.2*0.4*0.2-1.9-17.7*-4.1*
20Real estate services-1.7-0.4*-0.1-0.3*-1.6-6.8*-0.7*
60On-line gambling services-0.8-0.5*00.1-1.216*-0.4*

120

Lithuania

MP I per market

expectations problems&com plaints

■ comparability

Books, magazines and newspapers Non-alcoholic drinks Spectacles and lenses Alcoholic drinks Bread, cereals, rice and pasta Large household appliances Electronic products Entertainment goods ICT products Dairy products Personal care products Small household appliances Maintenance products Fuel for vehicles Non-prescription medicines PaII goods markets"

Furniture and furnishings New cars Fruit and vegetables Meat and meat products Clothing and footwear Second hand cars

88,9 83,2 83,2 83,2 82,5 82,0 81,5 81,3 81,2 80,8 80,7 80,0 79,8 79,7 79,7

79,4

78,4 78,0 74,8 74,1 71,3 63,4

303.

2013 -2012


2.4*

1.9* 3* 0.9 4.1* 2.5* 1.9 1.1 3.1* 2.1 4.8* 4.1* 1.6 3.3* 5.4* 2.9*

2.9*

-0.5

-1 5.8* 7.9* 5.6*

1.4

2012

304.

-zon -0.9*


-0.9 -3* -1.6 -5* -2.1* -2.1 1.3 -0.8 -2.6* -4.4* -3.8* -1.7 -2.3* -2.8* -1.4

305.

-2.2*


0.6

306.

-0.6 -2.5*


-6* -4.1*

0.2

307.

2011 2010


0.1

0.1 0.9

0 -1.4

308.

0.4 -0.6 3.4*


1.2

309.

0.5 2.5*


2 -0.7

0.4

310.

0.7*


1.8

2* -2.7* -0.7 -0.7 -1.4

Train services Personal care services Postal services Vehicle insurance Culture and entertainment Commercial sport services Airline services Gas services Mobile telephone services Home insurance Fixed telephone services Holiday accommodation Tram, local bus, metro Vehicle rental services Bank accounts Cafés, bars and restaurants Packaged holidays & tours

89,7 88,7 87,4 86,2 85,1 85,0 84,4 84,2 83,8 83,6 83,5 83,5 82,9 81,6 81,0 80,6 80,2

311.

All services markets


79,7

Internet provision Private life insurance Electricity services TV-subscriptions Loans, credit and credit cards Water supply Mortgages Maintenance services On-line gambling services Legal and accountancy services Off-line gambling services Real estate services Vehicle maintenance and repair Investment products, private pensions and..

78,4 78,2 77,7 77,0 77,0 76,1 74,9 73,6 72,9 72,5 72,3 71,0 68,4 68,3

1.4 2.1* 2.5* 1.8* 2.4*

1.4 3.7* 4.6* 4.6* 2.2* 5.3*

3* 2.2*

1.6

1.2 2.2* -0.4

-0.1 -0.9 -2.5* -1.8* -0.5 1.5 0.9 -1.1 -0.4 -0.8 -2.5 1

-3.3* -0.8 -0.9

-3.4* 1.4

2.1*

-0.1

2.9* 2.5* 7.5* 2.3 0.5 8.7* 2.5* 3.6*

-2.2

1.1 2.2 0.3

-0.4 -1.5 1.7 4.1* 0.5 1.5 3.7* -0.9

312.

3.1*


313.

1.7 -1.6 1


-0.3 1.3 4.6* 2.5* -0.3 1.2 -3.2* 0.4 5* 1.3 1.5 -1.1 1.2 -0.2 -0.7 2.1* -0.2

-0.3

1.7

0.5

314.

-3.2*


-0.2 -1.8 -2.6*

Overall Performance

On average, the markets' performance as assessed by Lithuanian consumers has improved since 2012 - showing a rise of 2.4 percentage points. Furthermore, Lithuanian markets are rated above what can be observed in the whole EU28 (+2 percentage points).

Assessments of all goods markets were also more positive than in 2012, with an increase of 2.9 points year-on-year. This puts the goods markets in Lithuania broadly in line with the EU28 average. Overall, assessments of the services markets show an improvement compared to 2012 (a difference of 2.1 percentage points), as well as being more positive than the EU28 as a whole (a difference of 3.5 percentage points).

121

Goods Markets

Overall, the top three goods markets in Lithuania are the books, magazines and newspapers, non-alcoholic drinks and spectacles and lenses markets. The bottom three are the second-hand cars, clothing and footwear and meat and meat products markets.

Lithuania's books, magazines and newspapers market is rated as the second best performing across the EU28, while the second-hand cars market is assessed in 26th position.

On an individual level, 13 market scores increased from last year, while none decreased in a statistically significant manner. The highest increase in performance assessments was seen in the meat and meat products market (+7.9) and the fruit and vegetables market (+5.8). No individual goods market's assessment decreased significantly compared to 2012. However there were non-statistically significant declines in the new cars (-1) (led by a lowering of the trust component), and the furniture and furnishings (-0.5) markets.

Compared to the EU28 average, the books, magazines and newspapers market is the only goods market in Lithuania scoring more positively than the EU28 average. The fuel for vehicles market is also assessed comparatively positively. However, the second-hand cars and the clothing and footwear markets are assessed more negatively than the EU28 average.

Services Markets125

Overall, the top three services markets in Lithuania are the train services, personal care services and postal services markets. The bottom three are the investment products, private pensions and securities, vehicle maintenance and repair, and real estate services markets.

Lithuania's train services and postal services are both rated as the best performing across the EU28. The following are all assessed as the second best performing across the EU28: personal care services; commercial sport services; gas services; fixed telephone services; vehicle insurance; and tram, local bus, metro markets The holiday accommodation, mobile telephone services, home insurance markets and airline services markets are assessed as the third best performing. However, the vehicle maintenance and repair market is ranked in 26th position across the EU28.

The water supply, electricity services and fixed telephone services markets have showed the biggest improvement since 2012, while another 15 services markets saw an improvement in score. With regard to the increase in positive assessments of the electricity market in Lithuania, it is to be noted that from 2015 there will be no monopoly of electricity supply in Lithuania and consumers will be able to select their energy provider. The largest supplier of electricity in Lithuania is currently preparing for this change and is working on its image: promotional campaigns have been run in the media and more investment has been made in educational programmes, such as efficient electricity usage among consumers.

No service market in Lithuania showed a deterioration year-on-year. However, there were non-statistically significant decreases in regard to positive assessments of the legal and accountancy services and packaged holidays & tours markets.

Over 10 services markets in Lithuania are rated more positively than the EU28 average. The top rated are the train services, mobile telephone services and, gas services markets. Only two services markets are rated less positively than the EU28 average, vehicle maintenance and repair services, and offline gambling and lottery services.

Please note that in some Member States it may be illegal, in accordance with national law, to offer online gambling services. It does not necessarily mean that the consumers do not gamble online. Therefore, the results for this market should be interpreted with care.

122

Difference with 2012

Improved most since 2012MPIComparability (Avg)Trust (Avg)Expectations (Avg)Problems

(%)
Complaints

(%)
Choice (Avg)
45Water supply8.7*1.6*0.6*0.6*-7.5*-22.7*
2Meat and meat products7.9*0.9*0.9*0.5*-10.9*-23.8*0.4*
46Electricity services7.5*1.7*0.8*0.1-4.5-12.4*
1Fruit and vegetables5.8*0.8*0.7*0.5*-3.4-20.4*0.2
7Clothing and footwear5.6*0.5*0.7*0.4*-7*-17.9*0.3*
Deteriorated most since 2012MPIComparability (Avg)Trust (Avg)Expectations (Avg)Problems

(%)
Complaints

(%)
Choice (Avg)
57Legal and accountancy services-2.2-0.2-0.2-0.5*2.5-29.9*-0.1
15New cars-10-0.6*-0.1-1.6-31*0
9Furniture and furnishings-0.50.1-0.20.13.8-12*0.1
40Packaged holidays & tours-0.40.1-0.1-0.11.5-16.7*0.3*
28Investment products, private pensions and securities0.30.10-0.1-1.2-14.6*0.2
| Difference with EU28
5Top markets (compared to EU28 Average)MPIComparability (Avg)Trust (Avg)Expectations (Avg)Problems

(%)
Complaints

(%)
Choice (Avg)
36Train services15.2*2.1*1.5*1.7*-11.9*-11.2*
33Mobile telephone services9.8*1.6*1.2*1.1*1.8-18.8*1.2*
47Gas services9*2*0.6*0.8*-2.5*-3.6
31Postal services8.8*1.7*0.8*0.9*-1.5-3.81.7*
32Fixed telephone services7.5*1.6*1*0.7*4.4*-13.3*0.2
5 Bottom markets (compared to EU28 Average)MPIComparability (Avg)Trust (Avg)Expectations (Avg)Problems

(%)
Complaints

(%)
Choice (Avg)
16Second hand cars-7.6*-0.5*-1.1*-0.6*15.8*-17*-0.2
23Vehicle maintenance and repair-6.7*-0.1-0.7*-0.7*17.9*-10.7*0.1
7Clothing and footwear-4.4*-0.2-0.3*-0.4*14.8*-5.8*-0.3*
59Off-line gambling services-4.2*0.4*-0.6*-1.4*1.10.80.6*
1Fruit and vegetables-2.40.2*-0.4*012.7*-5.8*0.1

123

Luxembourg

MP I per market

expectations !:!!:! problems&complaints

315.

I comparability


G

o o

D

s

Bread, cereals, rice and pasta Dairy products Clothing and footwear Non-alcoholic drinks Fruit and vegetables Small household appliances Entertainment goods Furniture and furnishings Meat and meat products Electronic products PaII goods markets" Alcoholic drinks Large household appliances Books, magazines and newspapers Spectacles and lenses ICT products Personal care products New cars Fuel for vehicles Non-prescription medicines Second hand cars Maintenance products

82,1

86,9

86,8

86,1

85,6

85,2

84,1

84,0

83,8

83,8

83,7

83,5

83,3

83,2

82,9

82,8

82,8

82,5

82,1

81,2

81,1

81,0

80,7

316.

2013 -2012


-0.2

1.3 1.4 1.1 0.2 -0.2 -0.3 0.5 1 -0.5 1.7

-0.3

-2* -0.8 -2.7* 0

1.9 -3* -0.2 -1.9 -3* 0.7 -1.1

2012 -2011

317.

2.4*


4.5* 3.3* 10.3*

2* 8.3*

1.2 2.1* 2.9*

6*

0.6

318.

2.9*


319.

5.9*


2 1.8* 0.1 0.3 5.7* 1.2

0 4.2* -0.6 0.3

320.

2011 2010


2*

0.6

-1.5 1.7 0.4

4*

3.1* 1.9 2 2.8*

-2.8* 2.1 0.8

3*

0.6 3.2* -0.4

321.

0.9 6.2*


5*

Culture and entertainment Personal care services Commercial sport services Packaged holidays & tours Airline services Fixed telephone services Internet provision Vehicle insurance Cafés, bars and restaurants Loans, credit and credit cards Train services Tram, local bus, metro Off-line gambling services

322.

All services markets


Vehicle rental services Holiday accommodation Postal services On-line gambling services Vehicle maintenance and repair Legal and accountancy services Water supply TV-subscriptions Private life insurance Electricity services Mobile telephone services Investment products, private pensions and..

323.

Mortgages Home insurance Gas services Maintenance services Bank accounts Real estate services


84,0

83,6

83,1

83,1

82,7

82,7

82,7

82,6

82,6

82,4

81,7

81,3

81,3

81,2

81,2

81,2

81,1

81,1

80,9

80,6

80,5

80,5

80,4

80,3

80,2

80,2

80,2

79,7

79,7

79,4

78,8

78,4

-1 -0.3

0

1 0.3 0.6 3.4* 1.7 0.4

1

1.3 -0.5

1.5 -0.1 1.5 0.4 1.2 0.4 6.6* 0.5 3* -0.2 1.4 0.9

-0.1

1 -0.3 0.2

1.8 -2.4* -2.9* -0.3 1.6 -1.4 -1.7 1.4 -0.4 0.1 -1.6 -0.7 _4*

0.8

0

0.1 0.8

0.2 3.5* 4.2* 6.1*

-1 6.5* 8.5*

1.8

0.6 -3.8* 1

2.6

5*

2.7

324.

0.7 1.6 3*


325.

2.6*


4.1* 1.8

3.5* 1.1

326.

2.9*


0.5 1.6

4.4* 1.4 -1

327.

6.5*


-1.3

-2.6 1

328.

7.2*


2.4* 0.9 3.1* -1.2 7.3*

Overall Performance

On average, Luxembourg consumers' market performance assessments were stable compared to 2012, with a minor, non-significant decrease of 0.2 percentage points. However, market performance assessments are more positive in Luxembourg than the EU28 average (an increase of +4.5 percentage points).

Assessments of all goods markets were also largely stable in Luxembourg, with a non-statistically significant decrease of 0.3 percentage points compared to 2012; in addition, they are assessed more positively than the EU28 average (+3.8 points,). Overall assessments of the services markets remained stable in comparison to 2012 (-0.1 percentage points). However, Luxembourg's services markets are rated more positively than the EU28 as a whole (+5.1 points).

124

Goods Markets

Overall, the top three goods markets in Luxembourg are the bread, cereals, rice and pasta, dairy products, and clothing and footwear markets. The bottom three are the maintenance products, second-hand cars and non-prescription medicines markets.

The dairy products market is rated as the best performing across the EU28. The following markets are all assessed as the second best performing: electronic products; bread, cereals, rice and pasta; meat and meat products; furniture and furnishings; and fruit and vegetables. Meanwhile the ICT products; non-alcoholic drinks; clothing and footwear; small household appliances; and second-hand cars markets are assessed as the third best performing.

Looking across individual goods markets, there were some statistically significant changes in assessments compared to 2012. The personal care services, alcoholic drinks and nonprescription medicines markets showed a decrease.

In Luxembourg, the clothing and footwear market and the second-hand cars market are rated more positively than the EU28 average. Only the books, magazines and newspapers market is rated lower than the EU28 average.

Services Markets

Overall, the top three services markets in Luxembourg are the culture and entertainment, personal care services and commercial sport services markets. The bottom three are the real estate services, bank accounts and maintenance services markets.

The online gambling and betting services market is rated as the best performing across the EU28. The internet provision and investment products, private pensions and securities markets are both assessed as the second best performing across the EU28. The following markets are assessed as third best performing across the EU28: gas services; fixed telephone services; private life insurance; electricity services; cafés, bars and restaurants; packaged holidays & tours; mortgages; loans, credit and credit cards; real estate services; legal and accountancy services; and vehicle maintenance and repair.

Across individual services markets, there were some statistically significant changes in assessments compared to 2012. An increase was noted in positive assessments of the internet provision market. Some less positive assessments were noted in the bank accounts, water supply, and legal and accountancy services markets.

A total of 17 services markets in Luxembourg are assessed more positively than the EU28 average. The top performing markets in this regard are the investment products private pensions and securities, mortgages and internet provision markets. No service market in Luxembourg is assessed more poorly than the EU28 average. The personal care services market ranks lowest in this regard, but is still in line with the EU28 average.

125

Difference with 2012

Improved most since 2012MPIComparability (Avg)Trust (Avg)Expectations (Avg)Problems

(%)
Complaints

(%)
Choice (Avg)
34Internet provision3.4*0.6*0.6*0-2.214.2*0.3
13ICT products1.90.30.10.1-3.7-10.7*-0.2
23Vehicle maintenance and repair1.800.20-7.1*-17.9*-0.3*
10Electronic products1.70.3*0.10-3.3-34.9*-0.1
30Vehicle insurance1.70.6*0.3-0.3*-2.114.6*-0.3
Deteriorated most since 2012MPIComparability (Avg)Trust (Avg)Expectations (Avg)Problems

(%)
Complaints

(%)
Choice (Avg)
26Bank accounts-4*-0.6*-0.5*-0.4*1.92.2-0.5*
19Personal care products-3*-0.4*-0.4*-0.5*-0.8-28.6*-0.3*
48Non-prescription medicines-3*-0.4*-0.5*-0.4*-0.5-35.5*-0.3*
45Water supply-2.9*-0.2-0.6*-0.3*1.2-13*
18Books, magazines and newspapers-2.7*-0.3*-0.3-0.5*0.5-22*-0.5*
Difference with EU28
5Top markets (compared to EU28 Average)MPIComparability (Avg)Trust (Avg)Expectations (Avg)Problems

(%)
Complaints

(%)
Choice (Avg)
28Investment products, private pensions and securities10.7*1.2*1.5*1*-8.4*28.5*0.3*
7Clothing and footwear10.4*1*1.2*0.9*-14.1*-62.3*0.5*
16Second hand cars10*0.7*1.9*0.6*-11*-15.8*-0.3*
51Mortgages9.5*1.1*1.4*1*-2.6-41.3*0.3*
34Internet provision9*0.7*1.1*0.4*-18.6*13.6*0.4*
5 Bottom markets (compared to EU28 Average)MPIComparability (Avg)Trust (Avg)Expectations (Avg)Problems

(%)
Complaints

(%)
Choice (Avg)
18Books, magazines and newspapers-1.5-0.2*0-0.3*1.3-42.3*-0.4*
22Personal care services-0.100.1-0.3*-1.59.9*-0.6*
39Holiday accommodation0-0.20-0.1-2.9*-8.4*-0.4*
53Spectacles and lenses0.60.2*0.1-0.2*-2.39.2*-0.4*
48Non-prescription medicines0.90.4*0.2-0.11.2-25.1*-0.2*

126

Hungary

MP I per market

Books, magazines and newspapers Non-alcoholic drinks New cars Spectacles and lenses Non-prescription medicines Bread, cereals, rice and pasta Alcoholic drinks Electronic products Personal care products Small household appliances Large household appliances Furniture and furnishings Maintenance products Entertainment goods

I All goods markets

ICT products Fruit and vegetables Dairy products Fuel for vehicles Meat and meat products Clothing and footwear Second hand cars

problems&com plaints trust

75,0

86,6 80,9 80,8 80,4 79,5 79,5 79,3 79,1 78,9 78,8 78,8 78,3 77,9 77,8

■ comparability

77,7

77,5 77,0 76,3 75,5 73,0 70,8 63,9

329.

2013 -2012


-2.4*

-3* -2.9* 3.3*

-1 -4.7* -2.9* -2.4* -3.9* -6.2* -3.5* -2.4* -3.7* -3.3* -4.7*

-2.7*

-3.4* -1.5

-2.5* -2

-3.1* -1.3 -1.5

2012 -Z011

330.

3.7*


6.9* 3.7* 1.3 1.6 6.2* 2.5* 3.3* 5.8* 5.6* 4.6* 3.2* 5.6* 5.8* 4.5*

331.

3.7*


4.8* 2.5* 1.5 2.1 -0.5 4.6* 3.2*

332.

2011


333.

2010


0

0.2 1.1

2

3.6* 2.2* 4.2* -1.7 3.4*

0.6 -0.4

0.4 -0.5

3*

0.8

-1.9 0.7

0.8

3.3* -3.7* -4.9*

Personal care services Culture and entertainment Off-line gambling services Postal services Commercial sport services Holiday accommodation Vehicle rental services Vehicle insurance Airline services Cafés, bars and restaurants Packaged holidays & tours Fixed telephone services On-line gambling services Mobile telephone services Home insurance

334.

All services markets


Internet provision Water supply Vehicle maintenance and repair Tram, local bus, metro Electricity services Legal and accountancy services TV-subscriptions Maintenance services Train services Private life insurance Bank accounts Real estate services Gas services

Investment products, private pensions and..

335.

Loans, credit and credit cards Mortgages


84,4 83,3 81,2 80,3 79,6 79,2 78,2 77,9 77,8 77,5 76,9 76,5 76,5 75,2 74,4

73,3

72,4 72,1 72,0 71,7 71,5 71,0 70,8 70,5 70,0 69,4 68,7 67,3 65,9 64,6 61,5

-4.3* -0.5

-3.6* -2.6* -2.9* -0.8 -1.8 -2.9* -4.7* 0.9 -2.5*

-5.5* -1.1

4* 4.3*

1.8

2.7* 3* 0.8 2.6* -1.6 5.2* 4.2* 0.5

4.6* 6.9*

-2.2*

336.

3.7*


-2.9* -1.3

-3.8*

-3.1* 1.1 0.1

-5.1* -0.4

-2.6* -1.5 -0.8 1.8

-4.9* -0.1

-6.3* -1.6

4.2* -0.6 4.8* 3.7* -2.4 5.9* 19.2* 5.6* 5.9* 5.8* -0.9 1

1.8 4.9* 6.4* 4.6*

2.9* -0.2

6* 0.7 -1.7

2 3.6* 3.8* 0.1 -2.4* 3.2*

337.

1.2 -4.2*


-0.7*

-0.4 5.1* -2.2 0.7 6.4*

-3.6* 0.3

4.4* 2.6* 4.6* -3.6*

Overall Performance

Overall, Hungarian consumers are less positive in assessing their markets' performance with a decrease of 2.4 points compared to 2012 after the sharp increase which had been seen between 2011 and 2012 (+3.7 percentage points). Their assessment of the markets' performance also tends to be below what is measured in the EU28, with a gap equal to 2.6 percentage points.

Assessments of all goods markets in Hungary showed on average a decrease of 2.7 percentage points compared to 2012, with a performance index falling below the levels of the EU28 (a gap equal to 2.1 percentage points). Overall, in the services markets, assessments were lower (-2.2 percentage points). The Hungarian services markets are assessed less positively than in the EU28 as a whole (-2.9 percentage points).

127

Goods Markets

Overall, the top three goods markets in Hungary are the books, magazines and newspapers, non-alcoholic drinks and new cars markets. The bottom three are the second-hand cars, clothing and footwear and meat and meat products markets.

Hungary's books, magazines and newspapers market is rated as the third best performing across the EU28. The entertainment goods market is ranked in 26th position across the EU28.

Looking at individual goods markets, 15 saw a decrease in score from last year. The largest drop in performance assessments was seen in the personal care products market, which fell by 6.2 percentage points compared to 2012. This was followed by a decrease in the nonprescription medicines market's score (-4.7 points).

On the positive side, there was an improvement in assessments of the new cars market, as regards the comparability, trust and expectations components.

When looking at Hungarian goods markets against the EU28, we see that the majority of markets (19) are assessed less positively than the EU28 average. The most poorly assessed in this regard are the second-hand cars; and the clothing and footwear markets. There are, however, two markets (books, magazines and newspapers and new cars) which have outperformed the EU28 average; although not significantly.

Services Markets

Overall, the top three services markets in Hungary are personal care services, culture and entertainment, and offline gambling and lottery services. The bottom three services markets are the mortgages, loans, credit and credit cards and investment products, private pensions and securities markets. The loans, credit and credit cards market is rated in 26th position across the EU28, while the mortgages market is ranked in 27th position.

A general decline in assessments can be noted in almost all services markets in comparison to 2012, with 15 statistically significant decreases in score. The biggest decreases were noted in the loans, credit and credit cards; the mobile telephone services; and the TV-subscriptions markets. On the positive side, we can see non-statistically significant improvements in the real estate services, electricity services and packaged holidays & tours markets.

While not showing a decrease from 2012, the mortgages market - the worst performing of all markets in Hungary - dropped by a further 1.6 percentage points, now making it -17.9 points lower than the EU28 average for this market. The loans, credit and credit cards market is also far below the EU28 average. Gas services is another Hungarian market that fares particularly poorly in comparison to the EU28 average.

Focusing on the largest improvements and decreases across all markets, the new cars market has improved the most year-on-year; while the loans, credit and credit cards market has shown the greatest deterioration.

In comparison to the EU28, we see that the offline gambling services market is the only market assessed significantly more positively than the average. The mortgages market compares the most negatively against the EU28 average.

128

1 Difference with 2012
Improved most since 2012MPIComparability (Avg)Trust (Avg)Expectations (Avg)Problems

(%)
Complaints

(%)
Choice (Avg)
15New cars3.3*0.4*0.4*0.3*-1.2-11.3*-0.2*
20Real estate services1.80.10.20.1-3.7-16.7*-0.2
46Electricity services1.10.300-1-15.3*-0.5
40Packaged holidays & tours0.90.20.5*-0.13.9-9.3*0
57Legal and accountancy services0.1-0.20.3-0.1-1.2-2.50.1
Deteriorated most since 2012MPIComparability (Avg)Trust (Avg)Expectations (Avg)Problems

(%)
Complaints

(%)
Choice (Avg)
58Loans, credit and credit cards-6.3*-1.1*-0.5*-0.7*4.8-13.2*-0.3*
19Personal care products-6.2*-0.8*-0.7*-0.8*4.4*-17.5*-0.1
33Mobile telephone services-5.5*-0.6*-0.5*-0.5*7.2*-0.3-0.3
54TV-subscriptions-5.1*-0.5*-0.5*-0.8*3.4-8.9*-0.6*
47Gas services-4.9*-0.7*-0.2-0.7*5.5*-9.5*-1*
| Difference with EU28
5Top markets (compared to EU28 Average)MPIComparability (Avg)Trust (Avg)Expectations (Avg)Problems

(°M
Complaints

(°M
Choice (Avg)
59Off-line gambling services4.7*0.4*0.7*0.8*0.86.7*0.8*
18Books, magazines and newspapers2.30.20.5*0.3*0-4.4*0.4*
31Postal services1.80.4*0.4*01.9-7.7*0.9*
60On-line gambling services1.700.5*0.1-1.51.60.5*
15New cars1.20.10.3*00.9-11.1*0.5*
5 Bottom markets (compared to EU28 Average)MPIComparability (Avg)Trust (Avg)Expectations (Avg)Problems

(%)
Complaints

(%)
Choice (Avg)
51Mortgages-17.9*-1.7*-2.4*-1.7*19.9*00.4*
58Loans, credit and credit cards-12.4*-1.5*-1.3*-1.1*15.1*-7.8*0.6*
47Gas services-9.3*-0.9*-0.6*-1.4*12.5*-6.4*-0.4*
16Second hand cars-7*-0.7*-1*-0.7*7.5*-12.6*0.6*
26Bank accounts-5.3*-0.8*-0.5*-0.3*7.2*-6.4*0.7*

129

Malta

MP I per market

expectations m problems&complaints

■ comparability

338.

All markets


Spectacles and lenses Small household appliances Maintenance products Furniture and furnishings Books, magazines and newspapers Non-prescription medicines Electronic products Second hand cars Large household appliances ICT products Entertainment goods Non-alcoholic drinks I Al I goods markets"

339.

Meat and meat products Fuel for vehicles Dairy products Bread, cereals, rice and pasta Clothing and footwear Fruit and vegetables Personal care products New cars Alcoholic drinks


82,3

84,0 83,9 83,8 83,5 83,5 83,4 83,3 83,1 82,9 82,7 82,6 82,4

82,3

81,8 81,6 81,4 81,3 81,2 80,9 80,8 80,2 79,9

340.

2013 -2012


2.5*

5.5* 5.3* 6.7* 2.6* -0.6

0

5* 6.4* 4.6* 2.7*

3* -4.5*

0.3

-4.5* -0.2 -5.5* -6.1* -2.5* -5.2* -3.7* 0.8 -4.3*

2012 -Z011

341.

2.1*


-3* -1.8

-2.7* 0.1 -0.3 0.7

-3.4* 0.9

2.6* -1.8

342.

-3.2*


343.

5.5*


344.

1.6*


5.1* 3.9* 4.8* 5.3* 5.4*

6* 3.1* 2.5*

3*

345.

2011 2010


346.

2.4 6.6*


2.4

347.

1.5 5.4*


1.9 -0.7

-1

348.

2.2 5.6*


1.8

349.

1.8*


-0.3 0.5

2.3* 2.6* 0.9 0.4 -2 0.2

Off-line gambling services Airline services Maintenance services Vehicle maintenance and repair Culture and entertainment Holiday accommodation Private life insurance Home insurance Postal services Cafés, bars and restaurants Commercial sport services Packaged holidays & tours Vehicle insurance Loans, credit and credit cards Mortgages

Investment products, private pensions and...

Real estate services Personal care servicesaM services markets " Mobile telephone services Fixed telephone services Legal and accountancy services Bank accounts TV-subscriptions Water supply Vehicle rental services Internet provision On-line gambling services Electricity services Tram, local bus, metro

85,8

85,4

85,1

84,7

84,3

84,3

84,2

83,8

83,8

83,7

83,6

83,5

83,1

83,1

83,0

82,6

82,5

82,3

82,3

82,2 81,9 81,8 81,7 81,5 81,4 81,2 80,1 76,7 76,1 71,4

3.9* 10.2* 5.4* 5.5* 3.2* 4.3* 4.9* 5.4*

1.6

2* 4.1* 6.3*

0.3 4.4* 7.3*

7*

0.6

0.1 0.2 -0.1 -1.8 0.2 5.6* 1.2 1.5 3.7*

2 4.8* 0.9 3.4* 2.4 3.4* -0.3 0.7

4.2*

350.

2.5*


1.3

3.4* 6.3* -2.2* 7.2* 2.8* 1.2 5.9*

0.8

7.8*

3* 1.4 2.5 6.2* 9.7* 10.1* 3.1* 3.1*

8.5* -1.1

1

5.7* 3* 2.6* 3.3*

351.

0.9 0.5 2.2 1


-4.4* 1.1

-2.9* 1

0.6

352.

1.3*


-0.3 1.8

2.1

8.9* -1.3 -1.1

353.

13.8*


9*

Overall Performance

In Malta, the markets' performance, as assessed by consumers, has improved since 2012 -showing a rise of 2.5 percentage points, on average. Furthermore, Maltese markets are rated more positively than those of the EU28 as a whole (+4.7 percentage points).

The assessment of all goods markets, on average, remained stable compared to 2012 and well above the levels seen in the EU28 as a whole (difference equal to 2.6 percentage points). Overall assessments of the services markets show an improvement compared to 2012 (+4.2 percentage points); they are also rated more positively than the EU28 average (+6.1 percentage points).

130

Goods Markets

Overall, the top three goods markets in Malta are the spectacles and lenses, small household appliances and maintenance products markets. The bottom three are the alcoholic drinks, new cars, and personal care products markets. Malta's maintenance products market is rated as the best performing across the EU28. The second-hand cars market is assessed as the second best performing, while the furniture and furnishings market is the third best performing across the EU28.

Several goods markets showed a change between 2012 and 2013. Nine markets improved from last year. The biggest increases were in the maintenance products and second-hand cars markets. On the negative side, eight markets worsened, including sizeable drops in assessments of the bread, cereals, rice and pasta and the dairy products markets.

The second-hand cars, the meat and meat products, and the clothing and footwear markets are the only Maltese goods markets that are assessed significantly more positively than the EU average.

Services Markets

Overall, the top three services markets in Malta are the offline gambling and lottery services, airline services, and maintenance services markets.

The bottom three are the tram, local bus, metro, electricity services and online gambling and betting services markets.

The following markets are all rated as the best performing across the EU28: private life insurance; legal and accountancy services; loans, credit and credit cards; investment products, private pensions and securities; maintenance services; offline gambling and lottery services; mortgages and real estate.

The home insurance; cafés, bars and restaurants; airline services; holiday accommodation; packaged holidays & tours; and vehicle maintenance and repair markets are assessed as the second best performing, while the bank accounts, postal services and water supply markets are assessed as the third best in the EU28.

Assessments improved for 20 markets, with the largest increases in the maintenance services; tram, local bus, metro and underground services; and investment products, private pensions and securities markets.

Across all services markets in Malta, only the bank accounts market has declined in comparison to 2012 (-2.2 percentage points).

Comparing individual services markets in Malta with the EU28 as a whole, we see that a total of 19 markets are assessed more positively than average. The top performing services markets in this regard are investment products, private pensions and securities, mortgages and real estate services.

On the negative side, only the tram, local bus, metro and underground services and personal care services markets are assessed more negatively than the EU28; however, again, neither of these results are statistically significant126

Please note these values are not displayed due to a very low base size of fewer than 5 people.

131

Difference with 2012

Improved most since 2012MPIComparability (Avg)Trust (Avg)Expectations (Avg)Problems

(%)
Complaints

(%)
Choice (Avg)
21Maintenance services10.2*1.2*0.9*1.2*-10.2*16*0.4*
35Tram, local bus, metro7.8*0.9*0.30.5*-17.4*8*
28Investment products, private pensions and securities7.3*1.1*0.4*0.5*-10.1*7*0
54TV-subscriptions7.2*0.9*0.10.6*-13.7*10.8*
20Real estate services7*0.9*0.31.1*-6.4*5.6*-0.3
Deteriorated most since 2012MPIComparability (Avg)Trust (Avg)Expectations (Avg)Problems

(%)
Complaints

(%)
Choice (Avg)
3Bread, cereals, rice and pasta-6.1*-0.5*-1*-1*-1.2-51.7*-1.1*
55Dairy products-5.5*-0.4*-0.9*-0.8*0.9(note)-1.1*
1Fruit and vegetables-5.2*-0.6*-0.8*-0.8*-2.6*35.6*-0.9*
5Non-alcoholic drinks-4.5*-0.5*-0.6*-0.7*-0.6(note)-1*
2Meat and meat products-4.5*-0.4*-0.9*-0.7*-2.8*39.5*-1*
| Difference with EU28
5Top markets (compared to EU28 Average)MPIComparability (Avg)Trust (Avg)Expectations (Avg)Problems

(%)
Complaints

(%)
Choice (Avg)
28Investment products, private pensions and securities13.1*1.4*1.7*1.5*-9.9*28.5*-0.1
51Mortgages12.3*1.2*1.8*1.3*-8.7*28.7*0.3*
16Second hand cars12.1*0.8*2.3*0.7*-14.3*31.2*0.1
20Real estate services11.9*1*1.8*1*-13*27.6*-0.1
21Maintenance services11.4*1*1.7*0.8*-13.7*20.5*0.7*
5 Bottom markets (compared to EU28 Average)MPIComparability (Avg)Trust (Avg)Expectations (Avg)Problems

(%)
Complaints

(%)
Choice (Avg)
35Tram, local bus, metro-5-0.2-0.4*-0.5*8.7*28.8*
6Alcoholic drinks-1.5-0.6*0.6*-0.8*-2.8*-60.5*-1*
22Personal care services-1.4-0.4*0.2-0.6*-3.4*33.7*-0.6*
18Books, magazines and newspapers-0.9-0.3*0.2-0.3*-1.5*-76*-0.4*
3Bread, cereals, rice and pasta-0.7-0.5*0.4*-0.5*-5.1*-62.7*-0.8*

132

Netherlands

MP I per market

expectations Ê; problems&complaints

354.

I comparability


All markets

Alcoholic drinks Books, magazines and newspapers Non-alcoholic drinks Bread, cereals, rice and pasta Personal care products Fuel for vehicles Entertainment goods Dairy products Small household appliances Spectacles and lenses Large household appliances Electronic products PaII goods markets"

355.

Maintenance products Non-prescription medicines Furniture and furnishings New cars Fruit and vegetables ICT products Clothing and footwear Meat and meat products Second hand cars


84,3 84,1 84,0 83,1 83,0 82,8 82,7 82,4

81,8

81,3

81,2

81,1

81,0

81,0 80,8 80,3 80,2 79,9 78,6 77,5 76,2 74,5

356.

2013 -2012


-0.3

0.3 0.8 0.8 0.2 0.7 1.7* -0.2 -0.1 -0.1 1 0.1 1.2

0.3

-0.6 -0.9 -0.1 0.4 0.8 0.8 1.7* -2.7* -0.2

2012 -2011

0

1*

-0.3 -1.1* -0.2 -0.7 0.2 0.5 -0.4 -0.5 -1.1 0.7 0.6

-0.2

0.2 -0.3 1.4* -0.2 -1.2 0.6 -2.5* -0.7 0

357.

2011 2010


0

0.7

0.2

1*

0.3

358.

1.6*


-1.2*

359.

2.3*


360.

1.1*


1.9* 0.7 0.7 1.1 1.8* 0.6 1.1 -0.1 0.9

Personal care services Culture and entertainment Holiday accommodation Commercial sport services Airline services Cafés, bars and restaurants Vehicle insurance Packaged holidays & tours Home insurance Vehicle rental services Water supply Vehicle maintenance and repair Electricity services Maintenance services Gas services Legal and accountancy services

361.

All services markets


Fixed telephone services Postal services Bank accounts Real estate services TV-subscriptions Loans, credit and credit cards Tram, local bus, metro Internet provision Mobile telephone services Private life insurance Off-line gambling services Mortgages Train services On-line gambling services Investment products, private pensions and..

82,8 82,1 82,1 80,1 79,5 79,2 78,3 78,1 77,7 77,4 77,4 77,1 76,3 76,1 75,8 75.1

74,8

74,5 73,7 73,4 72,8 72,8 72,6 71,8 71,2 71,2 70,4 69,4 69,3 68,9 66,8 64,6

-0.1 -0.5 1.3* 0.6 0.1 0.4 -1.3 -0.7 -0.4 -0.9 -3.6* 1 0.3 0.7 -0.2 -1.6

0 -0.3 0.1 -0.2

0 -0.8 -0.1 -0.2 0.2 -1.1 0.7 -0.2 0.6 1.1 0.6 0.9

-0.6*

0.1

-0.1 1.9

-2.7* 0.4 1.6

-3.4* -0.2 1.5 1.6 -0.3

-2.8* -0.3

1.5

-0.9 -2.4* 2.5* -1.8 2.1* 3.2* -2.8* -0.1 0.3 1.5

1.5

362.

-2.9*


-0.1

0.6 0.8 0.5 -0.3 0.7 1.3* 1.5* 0.7 0.3 -0.1 -1.3 0.3 0.2 0.6 1.5

-0.8

-2* 0.6 0.4

0

0.3 -0.2

-1.7* 1

Overall Performance

In the Netherlands, the performance of consumer markets in 2013 was, on average, stable compared to 2012, with a minor decrease of 0.3 percentage points. This is broadly in line with the stability observed in the same year, in the EU28 (-0.3 percentage points).

Assessments of all goods markets were also largely stable in the Netherlands, with a minor, non-significant, increase of 0.3 percentage points compared to 2012. However, the goods markets in the Netherlands are assessed more positively than the EU28 average (+1.3 points).

The services markets in the Netherlands have shown a year-on-year decline (-6 points). Moreover, the services markets show a decrease of-1.3 when compared to the EU28.

Goods Markets

133

Overall, the top three goods markets in the Netherlands are the alcoholic drinks, books, magazines and newspapers and non-alcoholic drinks markets. The bottom three are the second-hand cars, meat and meat products and clothing and footwear markets.

Looking at individual goods markets, there were some changes in assessments compared to 2012. The biggest improvements were observed in the clothing and footwear and fuel for vehicles markets. Conversely, the meat and meat products market deteriorated somewhat was assessed more negatively year-on-year, reflecting a decline in the trust component for this market.

The fuel for vehicles market, which is assessed 5.4 percentage points higher in the Netherlands than across the EU, is the goods market that shows a significant difference from the EU28 average. The second-hand car market is also assessed very positively in comparison with the EU28. On the other hand, the spectacles and lenses and ICT products markets are assessed the least positively in comparison with the EU28 average.

Services Markets127

Overall, the top three services markets in the Netherlands are the personal care services, culture and entertainment and holiday accommodation markets. The bottom three are the investment products, private pensions and securities, online gambling and betting services and train services markets. The offline gambling and lottery services and online gambling and betting services markets are both rated in 27th position across the EU28.

Assessments of the services markets in the Netherlands remain broadly stable in comparison to 2012. An improvement was noted in assessments of the holiday accommodation market. The water supply, loans, credit and credit cards, mortgages, and bank accounts markets are assessed more negatively compared to 2012.

Only the electricity services market in the Netherlands is assessed more positively than the EU28 average. The water supply and maintenance services markets also score well in comparison with the EU28 average; however, neither result is statistically significant. On the other hand, online gambling (-8 points), offline gambling (-7.1) and train services (-5.6) show the worst scores among services markets.

Difference with 2012

Improved most since 2012MPIComparability (Avg)Trust (Avg)Expectations (Avg)Problems

(%)
ComplaintsChoice (Avg)
31Postal services1.9*0.3*00.2-2.7-5.30.1
7Clothing and footwear1.7*0.200.1-3.7-3.80.2
17Fuel for vehicles1.7*0.3*0.20.2*0.8-7.5*-0.1
54TV-subscriptions1.60.30.3*0.10.22.30.5*
33Mobile telephone services1.60.10.20-5.5*8.2*0.1
Deteriorated most since 2012MPIComparability (Avg)Trust (Avg)Expectations (Avg)Problems

(%)
ComplaintsChoice (Avg)
45Water supply-3.6*-1*-0.3*-0.2-0.1-26.9*
58Loans, credit and credit cards-3.4*-0.5*-0.4*-0.3*1.72.3-0.2
51Mortgages-2.8*-0.4*-0.3*-0.3*1.3-10.2*-0.2
2Meat and meat products-2.7*-0.1-1*-0.1-0.8-14.4*0
26Bank accounts-2.7*-0.4*-0.5*-0.3*0.9-21.4*-0.1

Please note that in some Member States it may be illegal, in accordance with national law, to offer online gambling services. It does not necessarily mean that the consumers do not gamble online. Therefore, the results for this market should be interpreted with care.

134

Difference with EU28

STop markets (compared to EU28 Average)MPIComparability (Avg)Trust (Avg)Expectations (Avg)ProblemsComplaintsChoice (Avg)
17Fuel for vehicles5.4*0.3*0.6*0.9*-5.7*6*0.1
46Electricity services4.3*0.4*0.4*0.8*-2.110.3*2.2*
16Second hand cars3.50.7*0.6*0.2*0.15.5*0.2*
6Alcoholic drinks30.10.5*0.4*-2.3*11.6*-0.2*
45Water supply2.9-0.8*0.6*0.8*-7.4*-18.9*
5 Bottom markets (compared to EU28 Average)MPIComparability (Avg)Trust (Avg)Expectations (Avg)Problems

[°M
ComplaintsChoice (Avg)
60On-line gambling services-8*-1*-1.4*-0.8*-0.318.7*-0.6*
59Off-line gambling services-7.1*-0.8*-1.1*-0.7*4.2*7.7*-0.1
36Train services-5.6*-0.8*-0.4*-0.3*9.5*9.3*
28Investment products, private pensions and securities-4.9*-0.4*-0.6*-0.7*2.72-0.4*
31Postal services-4.9*-0.6*-0.7*-0.3*5*1.70

135

Austria

MP I per market

expectations problems&complaints si; trust

■ comparability

Spectacles and lenses Books, magazines and newspapers Non-alcoholic drinks Small household appliances Entertainment goods Alcoholic drinks New cars Dairy products Large household appliances Bread, cereals, rice and pasta Furniture and furnishings Electronic products Maintenance products Personal care products

All goods markets

Non-prescription medicines ICT products Fruit and vegetables Meat and meat products Clothing and footwear Fuel for vehicles Second hand cars

86,6

86,1

85,4

85,1

84,6

84,0

83,7

83,5

83,1

82,7

81,8

81,6

81,2

81,2

80,9

78,6 77,7 76,1 75,2 74,6 74,5 71,4

363.

2013 -2012


0.4

0.3 1.3 -0.8 0.8 0.4 0.7 1.2 -1.1 -0.3 -1.7* 0.5 -0.3 -0.7 -1.3

-0.1

-0.3 0.1 -1.7 -2.4* -2.2* 4.8* -0.3

2012 -Z011

364.

0.6*


0.9 -2* 2.1* 0.7 -0.1 0.8 1.5 1.2 0.1 0.8 0.5 0.5 1.3 0.3

365.

0.5*


0.1 -0.4 -0.1 -0.3 1.7 -0.8 1.7

366.

2011 2010


367.

0.9*


0.6 0.5 0.9 3.7* -0.4 0.8

1.3

3* 0.7 1

2.9* 1.5

368.

1.4*


1.5 1.3 1.5 1.4

-2.2* -2.9* 0.6

Culture and entertainment Personal care services Holiday accommodation Tram, local bus, metro Commercial sport services Airline services Train services Vehicle insurance Packaged holidays & tours Water supply Loans, credit and credit cards Cafés, bars and restaurants Home insurance Vehicle maintenance and repair Electricity services Vehicle rental services

369.

All services markets


Legal and accountancy services Off-line gambling services Fixed telephone services Maintenance services Gas services TV-subscriptions Postal services Internet provision On-line gambling services Private life insurance Bank accounts Mortgages Mobile telephone services Investment products, private pensions and..

370.

Real estate services


86,4 86,1 82,8 82,2 82,0 80,6 80,0 79,9 79,6 79,3 79,2 79,0 78,2 78,0 77,0 76.8

76,3

75,3 75,2 74,9 74,5 74,0 72,8 72,0 71,9 71,4 71,3 71,0 70,8 69,0 67,2 67,0

0.9 1.7* -0.5 2.3* 1.8 0.5 2.6* 2.5* 0.6 0.1 1.5 0.5 0.7 0.4 2.8* 1.7

-0.1 -0.7 1.9* -1.1 -0.5 -1.4

5* -0.3 0.3

0

1.2 0.1 2 4.4* 0.4 -0.3

0.9*

371.

0.7*


0.1

2

0.2 2.2* 1.9 1.9 0.5

-0.7 -0.7 0.6 0.5 0.2 2.2

0.9

0.6 1.8 -0.4 2.4* -2.3 1.1

0 -0.9 2.3* 0.5

2

2.2

0.6 4.1* -0.2

1.4

2* 2.7*

372.

0.7 2.6*


3*

0.2

2.9* 1.1

-1.7 1.1

-1.2

0.3

2.2 0.2 1.8

-2.3* 3.3*

1.3

-1.6 4.2* 1.2

Overall Performance

Overall, Austrian consumers are more positive in their average assessment of markets' performance than those in the whole EU28. This difference of 0.6 percentage points can mainly be attributed to the goods markets, which show a performance well above that of the EU28 (+1.2). In contrast, the difference between Austria and EU28 for the services markets is not statistically significant. Compared to 2012, the change in average for all markets was not statistically significant - the same is true for the changes in goods markets. However, this is contrasted by the improvements in assessments of the services markets.

136

Goods Markets

Overall, the top three goods markets in Austria are the spectacles and lenses, books, magazines and newspapers and non-alcoholic drinks markets. The bottom three are the second-hand cars, fuel for vehicles and clothing and footwear markets.

Austria's spectacles and lenses, new cars, and small household appliances markets are all rated as the second best performing across the EU28. The entertainment goods market is assessed as the third best performing across the EU28.

Statistically significant changes from 2012 were recorded in some of the individual goods markets. The only statistically significant increase in market performance scores can be found in the fuel for vehicles market. The increase in MPI score in the fuel for vehicles market is driven by higher ratings in the comparability, trust and expectations components. This improvement can, potentially, be linked to the introduction of a new law by the Austrian Government which implements fixed price corridors in the vehicle fuel market during holidays periods. Furthermore in 2011 an online fuel calculator was introduced to enable consumers to compare prices at different filling stations. Since then the prices for fuel can be raised just once a day at noon, and afterwards filling stations can exclusively lower the prices. As these improvements appear to be effective, the Austrian Government decided in December 2013 to extend these activities until 2016.

The markets with the greatest decrease in scores are the meat and meat products; breads, cereals, rice and pasta; and clothing and footwear markets. In the market for meat, a drop in the trust component is probably linked to the horsemeat scandal which was widely covered in the media across Europe just prior to the fieldwork taking place. In the clothing and footwear market, comparability and expectations have worsened considerably, with the decline in comparability being statistically significant.

The goods markets are performing better than in the EU28 as a whole. The spectacles and lenses and new cars markets are evaluated comparatively more positively in Austria than on average in the EU28. For both markets, the difference with the EU28 score is statistically significant. The difference in performance in the spectacles and lenses market is linked to a higher score for comparability and a lower proportion of problems, in spite of a higher than average proportion of complaints. In the new cars market, the difference is driven by an improvement in comparability. In addition, the market for small household appliances has a higher MPI score than the EU28 average.

The fuel for vehicles and non-prescription medicine markets receive the lowest scores in comparison with the EU28 average. The fuel for vehicles market scores particularly poorly in comparison with the EU28 average on the expectations and trust components. In the market for non-prescription medicines, a difference can be found for comparability. Other sizeable differences can be found for expectations and complaints, which are higher in Austria than in EU28.

Services Markets

Overall, the top three services markets in Austria are the culture and entertainment, personal care services, and holiday accommodation markets. The bottom three are the real estate services, investment products, private pensions and securities and mobile telephone services markets.

Austria's culture and entertainment market is rated as the second best performing across the EU28, while the tram, local bus, metro market is rated as third best. However, the Austrian postal services market is ranked in 27th position across the EU28.

137

The following services markets, show better results compared to 2012: electricity services; train services; tram, local bus and metro; personal care services; gas services; and vehicle insurance. Some improvements in the comparability component are observed for the train services and vehicle insurance markets. In the market for electricity services, there has been a decrease in the proportion of complaints; in addition, the score for trust in this market has increased.

The only (although non-statistically significant) decreases can be found in the bank accounts, private life insurance and holiday accommodation markets. For these three markets, changes can be found in the complaints component. However, for the bank accounts market there is a decrease in the proportion of complaints; whereas the private life insurance and holiday accommodation markets have seen an increase in complaints. Other sizeable decreases can be found in the expectations component of the markets for bank accounts and holiday accommodation; and for trust in the private life insurance market.

In comparison with the EU28 average, the assessment of the tram, local bus, metro, train services and loans, credit and credit cards markets are more positive. Compared to the EU average, more positive evaluations are noted for the trust and expectations components in the tram, local bus and metro market. However, the proportion of complaints has also increased. In the train services market all components except for problems and including the proportion of complaints, are higher compared to EU28.

The markets for postal services, mobile telephone services and real estate services are assessed least positively compared with the EU28 average but the difference is only statistically significant for the first two markets.

Difference with 2012

Improved most since 2012MPIComparability (Avg)Trust (Avg)Expectations (Avg)Problems

(%)
Complaints

(%)
Choice (Avg)
17Fuel for vehicles4.8*0.5*0.9*0.6*0.9-11.2*0.2
46Electricity services2.8*0.30.4*0.2-0.4-28.9*0.1
36Train services2.6*0.7*0.10.2-2.20.2
30Vehicle insurance2.5*0.5*0.30.2-0.22.90.2
35Tram, local bus, metro2.3*0.20.20.3*-3.23.9
Deteriorated most since 2012MPIComparability (Avg)Trust (Avg)Expectations (Avg)Problems

(%)
Complaints

(%)
Choice (Avg)
2Meat and meat products-2.4*-0.3-0.7*-0.1-1.49.8*0
7Clothing and footwear-2.2*-0.3*-0.2-0.20.97.9*-0.2
1Fruit and vegetables-1.7-0.3*-0.4*-0.2-2.5-19.7*-0.3*
3Bread, cereals, rice and pasta-1.7*0-0.3*-0.21.919.8*-0.1
19Personal care products-1.3-0.20-0.13.1*29.2*0
| Difference with EU28
5Top markets (compared to EU28 Average)MPIComparability (Avg)Trust (Avg)Expectations (Avg)Problems

(%)
Complaints

(%)
Choice (Avg)
35Tram, local bus, metro5.8*0.21.2*0.8*-2.711.7*
36Train services5.5*0.8*0.8*0.7*-0.713.7*
58Loans, credit and credit cards5.2*0.20.9*0.9*-2.7*18.4*0.5*
46Electricity services5.1*-0.20.7*1.1*-5.6*-16.4*0.9*
45Water supply4.9*-0.7*0.8*1.4*-5.4*-0.1
5 Bottom markets (compared to EU28 Average)MPIComparability (Avg)Trust (Avg)Expectations (Avg)Problems

(%)
Complaints

(%)
Choice (Avg)
31Postal services-6.5*-1.2*-0.5*-0.110.4*7.8*-0.1
33Mobile telephone services-5.1*-1.2*-0.5*03.210.9*0.4*
20Real estate services-3.7-0.8*-0.5*01.415.1*0.2
60On-line gambling services-3.4-0.6*-0.3*-0.3*0.930.3*0.8*
52Private life insurance-3.1-0.6*-0.2-0.2*2.8*6.2*0.7*

138

Poland

MP I per market

expectations S: problems&complaints

I comparability

Books, magazines and newspapers Spectacles and lenses Large household appliances Entertainment goods Personal care products Electronic products Bread, cereals, rice and pasta Small household appliances Alcoholic drinks Non-prescription medicines Non-alcoholic drinks Maintenance products Furniture and furnishings

All goods markets

Dairy products ICT products New cars Fruit and vegetables Fuel forvehicles Clothing and footwear Meat and meat products Second hand cars

75,8

85,5 83,2 82,6 82,0 81,6 81,3

81,2

80,6

80,3

80,3

80,2

79,4

79,1

78,3

77,9 77,9 77,0 76,9 72,8 70,9 69,3 63,9

83,6 83,3 81,8 81,1 80,0 77,9 77,7 77,0 76,8 76,3 76,1 75,5 75,4 74,7 74,6 74,4 74,2

373.

2013 -2012


0.1

0.2 -0.2 0.6 0.1 2* -0.7 0.6 -1.2 -1.4

1 -1.5 0.4 -2.2*

-0.1

0.1 -1 0

1.3 2.4*

-1 -0.7 -0.6

2012 -2011

374.

0.5*


-0.3 0.6 1.1 0.3

-1.1 1.7

-0.2 1.6 1.7 0

375.

1.2 1


1.6

-1.5 0.9 0.2 0.1 -1.5 -0.4 -1.4 -1.3

376.

2011 2010 -1*


-0.2

-0.3 4.3* -0.8 -1.2 -0.7

0 -1.3

1.4 -0.9

377.

0.3 1


0.2

0.3 0.7 -2.6* -2 -1.4 -0.2 2.2*

Personal care services Commercial sport services Culture and entertainment Airline services Holiday accommodation Vehicle insurance Vehicle rental services Postal services Home insurance Tram, local bus, metro Cafés, bars and restaurants Gas services Packaged holidays & tours Water supply Off-line gambling services Mobile telephone services Legal and accountancy services

378.

All services markets


Bank accounts Private life insurance Internet provision TV-subscriptions Fixed telephone services Loans, credit and credit cards Electricity services Maintenance services Vehicle maintenance and repair Real estate services Mortgages On-line gambling services Investment products, private pensions and..

379.

Train services


74,0

72,6 72,3 72,0 71,8 71,3 71,0 70,6 69,9 69,6 68,2 67,8 67,1 65,7 64,7

-0.4 1.9* 1.4 0

1.2 0.2 2.3* 2.7* 0.3 0.8 0.4 2.9* -2.2* 1.4

-0.1 1

-0.5 1.1 -1.2 0.8 -0.9 1.7 -0.1

0 -0.2 -0.1 -1.3 -0.5 1.2 -0.9

2.2 0.1

0.2

380.

0.Ï


2.6* -0.1 -1.5 -2.4* -4.5* -3* 4.4* 0.7 0.3 2.7* 1.7

-0.7 1.1

-0.3 0.8 3.6* 4.4* 2

2.2 0.1 1.8 1.9 -0.7 -0.2

381.

0.7 4.2*


382.

0 -0.6 -2.1*


0.3

383.

0.7 -1.8 -1.2 -0.1 -1.5 -3.3*


0.1 -2.4

1.7 -0.1

384.

-1.9*


-1.1 -2.2

-3.4* -2.5* -1.9 0.7

385.

-1.4 -6.8*


Overall Performance

Compared to 2012, the overall MPI score for Poland has remained stable. While the goods markets show a small decrease, the services markets show some improvement; neither change is, however, statistically significant.

The average performance of consumer markets in Poland is below what can be seen in the EU28 (-1.8% percentage points). The same applies to both the goods markets (-1.4 percentage points) and the services markets (-2.1 percentage points).

Goods Markets

Overall, the top three goods markets in Poland are the books, magazines and newspapers, spectacles and lenses and large household appliances markets. The bottom three are the second-hand cars, meat and meat products, and clothing and footwear markets.

139

Year-on-year increases in performance scores can be observed for the markets for fuel for vehicles and personal care products. The only market showing a statistically significant decrease is furniture and furnishings.

Comparing the individual goods markets with the EU28, the markets for large household appliances and books, magazines and newspapers are assessed higher than average; although, again these differences are not significant. The market for large household appliances scores higher than the EU28 average on the comparability, and choice components. The market for books, magazines and newspapers scores higher than average for the expectations and complaints components.

In comparison with the EU28 average, the markets for meat and meat products and secondhand cars are evaluated most negatively in Poland. Both those markets score lower for trust and expectations. The proportion of problems is higher than the EU average for the meat and meat products market. The deterioration in assessments of the meat and meat products market could be linked to the horsemeat scandal which was reported widely in Europe prior to fieldwork in January 2013.128

Services Markets129

Overall, the top three services markets in Poland are the personal care services, commercial sport services, and culture and entertainment markets. The bottom three are the train services, investment products, private pensions and securities, and online gambling and betting services markets. The packaged holidays & tours and online gambling and betting services markets are rated in 26th position across the EU28.

On an individual level, the electricity services, gas services and postal services markets show the most improvement compared to 2012 results, with another four markets increasing their score significantly from last year. For the electricity services market, scores have improved for the comparability, trust, expectations, complaints and choice components. For the gas services market, scores have increased for comparability and choice.

The services markets with the largest decrease in scores are those for TV-subscriptions; loans, credit and credit cards; packaged holidays; and fixed telephone services. In the TV-subscriptions market, expectations and choice have worsened considerably. For the market for loans, credit and credit cards, comparability is found to be poorer. In the fixed telephone services market, scores have decreased for comparability and trust, combined with an increase in the proportion of problems.

In comparison with the EU28, the assessments of the commercial sport services, airline services and mobile telephone services markets are the most positive; however, none of these increases are statistically significant. In the commercial sport services market, assessments of the expectations component have improved. In the mobile telephone services market, assessments of comparability and choice show an improvement.

The vehicle maintenance and repair, online gambling and betting services, and train services markets show a negative difference compared to the EU28 average. In the vehicle maintenance and repair market, differences can be found for expectations (below average) and for the proportion of problems (above average). For the market for online gambling and betting services we see that scores are below average, with a difference in comparability,

ec.europa.eu/food/food/horsemeat/

Please note that in some Member States it may be illegal, in accordance with national law, to offer online gambling services. It does not necessarily mean that the consumers do not gamble online. Therefore, the results for this market should be interpreted with care.

140

trust, expectations and choice. For the market for train services all components are below average.

Difference with 2012

Improved most since 2012MPIComparability (Avg)Trust (Avg)Expectations (Avg)Problems

(%)
Complaints

(%)
Choice (Avg)
46Electricity services4.4*0.5*0.5*0.6*-1.1-6.4*0.8*
47Gas services2.9*0.5*0.20.3-2.5-0.50.5*
31Postal services2.7*0.20.3*0.3*-2.8-2.90
20Real estate services2.7*0.20.30.3*-4.1*14.7*0.3
26Bank accounts2.6*0.20.4*0.3*-1.512.2*0.2
Deteriorated most since 2012MPIComparability (Avg)Trust (Avg)Expectations (Avg)Problems

(%)
Complaints

(%)
Choice (Avg)
32Fixed telephone services-4.5*-0.3*-0.7*-0.35.6*10.9*0
58Loans, credit and credit cards-3*-0.6*-0.3-0.12.81.7-0.1
54TV-subscriptions-2.4*0-0.3-0.26.4*0.2-0.2
9Furniture and furnishings-2.2*-0.2-0.2-0.13.7*9.6*0
40Packaged holidays & tours-2.2*-0.2-0.7*0-0.46.7*-0.5*
| Difference with EU28
5Top markets (compared to EU28 Average)MPIComparability (Avg)Trust (Avg)Expectations (Avg)Problems

(°M
Complaints

(°M
Choice (Avg)
42Commercial sportservices1.60.20.10.3*-1.9*10.3*-0.3*
11Large household appliances1.30.6*-0.3*0.2*-0.920.5*
18Books, magazines and newspapers1.10.3*-0.10.2*-0.8-14.1*0.2
53Spectacles and lenses0.90.4*-0.20.2*1.1-10.2*
19Personal care products0.80.5*-0.2*0.10.120.4*0.4*
5 Bottom markets (compared to EU28 Average)MPIComparability (Avg)Trust (Avg)Expectations (Avg)Problems

(%)
Complaints

(%)
Choice (Avg)
36Train services-9.7*-0.7*-1.5*-1.1*7.1*17.3*
60On-line gambling services-7.7*-0.8*-1.4*-0.8*19.8*-0.9*
16Second hand cars-7.1*-0.2-1.5*-0.8*3.313*0.1
2Meat and meat products-6*0.1-1.2*-0.7*7.3*16.1*0.2
23Vehicle maintenance and repair-5.5*0-1.1*-0.6*6.3*8.3*-0.4*

141

Portugal

Books, magazines and newspapers Bread, cereals, rice and pasta Dairy products Non-alcoholic drinks Spectacles and lenses Small household appliances Electronic products Personal care products Large household appliances Non-prescription medicines Fruit and vegetables Furniture and furnishings Entertainment goods ICT products

All goods markets

Alcoholic drinks Maintenance products Clothing and footwear Meat and meat products New cars Fuel for vehicles Second hand cars

MP I per market

expectations ft; problems&complaints ;¥ trust

84,4 84,3 84,1 83,4 83,2 82,7

82,0

81,2

81,0

80,8

80,6

80,6

80,0

80,0

■ comparability

79,9

79,8 79,4 79,0 78,0 76,7 70,7 65,7

386.

2013 -2012


-0.2

0.2 2.6* 2.8* 1.2 0.6 0.7 -0.6 -0.5 -0.7 0.9 1.2 0.5 -1.9* -1.1

0.2

-2.1* 0.4 0.9 0.2 -0.4 1.6

-2.5*

2012 -Z011

387.

0.9*


388.

1.3 0.4 -0.5 0.3 0.8 -0.2 1.5 1


2* 1.2 1.1 0.3 0.5 1.1

0.8 0.6 1.2 0.5 1.5 0.3 1.4

389.

2011 2010


390.

1.4*


391.

0.5 2.9*


392.

2.3*


3.9* 1.5 2.5* 1.8 -0.5 3.5* 2.8* 5.2* 4*

393.

2.7*


2.4* 2.4* 2.6* 2.7* 2.3* -0.8 2.7*

Personal care services Culture and entertainment Holiday accommodation Off-line gambling services Packaged holidays & tours Commercial sport services Airline services Postal services Vehicle rental services On-line gambling services Cafés, bars and restaurants Vehicle insurance Mobile telephone services Gas services

[

394.

All services markets


Tram, local bus, metro Legal and accountancy services Home insurance Fixed telephone services Vehicle maintenance and repair Private life insurance Train services Real estate services Water supply Maintenance services Internet provision Investment products, private pensions and..

395.

Bank accounts TV-subscriptions Loans, credit and credit cards Electricity services Mortgages


84,0 82,6 81,3 80,0 79,3 79,1 78,7 78,5 78,0 77,3 77,1 75,9 74,7 74,0

73,7

73,6 73,2 73,1 73,0 72,5 72,1 70,4 69,6 69,4 69,3 69,1 68,2 67,9 67,6 66,9 66,3 61,9

-0.6 2.1* 0.6

0.8 1.2 -1.9 3.3* 2.1*

-0.2 -1.9 -0.2 1.2

0.2 -0.3 0.9

0.9 0.2 0.8 -1.5 0.2

-0.3

-1.3 1.8 -1.6 -0.1 1.1 0

-4.6* 1.2 -0.9 -1.5 -1.6 -0.5 -0.5 -1.7 -4.8* 3.1* _4*

396.

-1.1 0.9 0.8 2.3 1


1.4 -1.6 -0.4 2.2 1.4 2.8* 2

1.3 5.8* 1.3 0 1

2.4* 1.4 1.9*

3.3* 2.9* 3.5* 0.6 1.2

3.6* 2.8* 1.1 -1.9

0.4

-0.5

3.2* 3.9* 1.1

-2* 2.1 -0.3 0.9 1.1 2.7* 1.8

Overall Performance

Portugal's overall MPI score has remained stable, with a very slight, non-significant decrease of 0.2 points compared to 2012. Indeed, both the goods markets (+0.2 percentage points) and services markets (-0.3) in Portugal are broadly stable year-on-year. The socio-economic and financial difficulties that Portugal has gone through do not seem to have affected negatively the performance of the markets evaluated.

The average MPI on all the markets is in Portugal 1.4 percentage points below what is seen in the EU28. The difference is mainly to be attributed to the services markets for which the country shows a negative gap of 2.5 percentage points relative to the whole EU. Conversely, the average MPI for Portugal's goods markets is basically in line with what is measured in the EU28.

142

Goods Markets

Overall, the top three goods markets in Portugal are books, magazines and newspapers; bread, cereals, rice and pasta; and dairy products. The bottom three are the second-hand cars, fuel for vehicles, and new cars markets. Problems related to quality of after-sales service, as well as compliance with legal guarantees or non-conformities related to repairs could lie behind this low evaluation.

Across the individual goods markets, the largest increases in market performance scores are found in the dairy products and bread, cereals, rice and pasta markets. The markets with the biggest decrease in scores are those for alcoholic drinks, entertainment goods and secondhand cars.

The markets for fruit and vegetables and clothing and footwear are the best evaluated in Portugal in comparison with the EU average; however, these differences are not statistically significant. However, differences between the country and the EU are recorded for some MPI components: the market for fruit and vegetables has higher scores for comparability and expectations, and a lower proportion of problems while the clothing and footwear market scores higher than the EU28 average on expectations and choice. The second-hand cars and fuel for vehicles markets have the lowest assessments in comparison with the EU28. These markets score worse than the EU as a whole on trust and expectations.

Services Markets

Overall, the top three services markets in Portugal are the personal care services, culture and entertainment, and holiday accommodation markets. The bottom three are the mortgages, electricity services and loans, and credit and credit cards markets. The commercial sport services market is rated in 26th position across the EU28. The poor performance of the mortgages market could be related to the socio-economic conditions of the population and the high unemployment rate. The electricity market, while still among the poorest performing markets, has seen a considerable increase in score, which could be linked to the recent liberalisation.

On an individual level, the postal services; electricity services; vehicle rental services; and culture and entertainment markets show the most improvement compared to 2012 results. In the postal services and electricity services markets, the scores have increased for comparability and choice. For the vehicle rental services market an increase in trust is also observed.

The markets with the biggest decrease in scores from 2012 are those for mortgages, train services and loans, credit and credit cards. For these markets there has been a lowering of trust and expectations. The markets for train services and loans, credit and credit cards also have a greater proportion of problems. Furthermore, in the mortgages market a decrease is noted for comparability.

Compared to the EU28, the assessments of the markets for offline gambling and lottery services, online gambling and betting services, and mobile telephone services are more positive; however, these differences in score are not statistically significant. In the offline gambling and lottery services market, the assessment is above the average for all components, except for the problems component. The online gambling and betting services markets are rated higher than average for comparability and expectations. In the mobile telephone services market, an increase is noted for comparability and expectations components, while a decrease is seen in the score for complaints.

397.

The TV-subscriptions, loans, credit and credit cards, and mortgages markets show the lowest MPI scores in comparison with the EU28. In the loans, credit and credit cards and mortgages


143

markets, the scores for trust and expectations are below average. Furthermore, the mortgages market also shows lower comparability scores, while the TV-subscriptions market has a higher proportion of problems.

Difference with 2012

Improved most since 2012MPIComparability (Avg)Trust (Avg)Expectations (Avg)Problems

(%)
Complaints

(%)
Choice (Avg)
31Postal services3.3*0.7*0.30.1-3.912*1*
46Electricity services3.1*0.7*0.20.7*3.71.42.7*
55Dairy products2.8*0.4*0.30.4*-1.5-10.6*-0.2
3Bread, cereals, rice and pasta2.6*0.20.4*0.3*-1.30.40
38Vehicle rental services2.1*0.3*0.3*0.1-2.37.5*0.3
Deteriorated most since 2012MPIComparability (Avg)Trust (Avg)Expectations (Avg)Problems

(%)
Complaints

(%)
Choice (Avg)
58Loans, credit and credit cards-4.8*-0.3-0.7*-0.5*5.2*12.2*-0.1
36Train services-4.6*-0.2-0.6*-0.4*8.3*17.6*
51Mortgages-4*-0.4*-0.6*-0.3*3.11.5-0.2
16Second hand cars-2.5*-0.3*-0.4*-0.30.52.60
6Alcoholic drinks-2.1*-0.1-0.3*-0.3*0.131.7*-0.1
| Difference with EU28
5Top markets (compared to EU28 Average)MPIComparability (Avg)Trust (Avg)Expectations (Avg)Problems

(%)
Complaints

(%)
Choice (Avg)
59Off-line gambling services3.50.4*0.3*0.6*-0.6-7.6*-0.3*
1Fruit and vegetables3.40.6*-0.10.5*-6*1.60.3*
7Clothing and footwear3.30.5*00.4*-3.9*-14.5*0.4*
55Dairy products3.10.5*0.10.4*-4.1*-12.9*0.1
2Meat and meat products2.70.6*-0.10.3*-4.2*-11.3*0.3*
5 Bottom markets (compared to EU28 Average)MPIComparability (Avg)Trust (Avg)Expectations (Avg)Problems

(%)
Complaints

(%)
Choice (Avg)
51Mortgages-8.8*-0.6*-1.7*-0.8*5.1*2.6-0.3*
58Loans, credit and credit cards-7*-0.2-1.5*-0.6*5.2*7.8*-0.1
17Fuel for vehicles-6.7*-0.5*-1.7*-0.5*-1.24.8*-0.4*
54TV-subscriptions-6.4*0-1.3*-0.113.5*1.70.2
26Bank accounts-6.1*-0.2-1.6*-0.3*4.8*-3.10

144

Romania

398.

Books, magazines and newspapers New cars


Large household appliances Electronic products Spectacles and lenses ICT products Entertainment goods Small household appliances Bread, cereals, rice and pasta Non-prescription medicines Furniture and furnishings Personal care products

All goods markets

Maintenance products Non-alcoholic drinks Dairy products Clothing and footwear Fuel for vehicles Alcoholic drinks Fruit and vegetables Second hand cars Meat and meat products

MPI per market

expectations fi£ problems&complaints sstrust

83,9 80,5 79,6 79,3 79,2 78,9 78,2 77,8 77,2 76,1 75,8 75,5

I comparability

75,2

75,0 74,9 74,1 71,3 70,2 69,3 68,6 67,7 65,9

399.

2013 -2012


0.3

1.4 0

-2.9* 0.4 -0.6 -0.3 -0.3 -1 -0.7 0.4 -1.3 -0.9

-0.5

-2.4* -0.1 0.4 1.5 1.2 -1.7 -1.1 0.3

-3.2*

2012 -2011

400.

0.5*


-0.9 3.4* 2.3* 0.5 2.5* -0.4 0.7 1.2 0.5 -1 1.4 -0.4

0.3

2.2* -2.3* -3.6* -3.3* 0

0.6 1.6 1.8 -0.4

401.

2011 2010


0.2

-0.6 0.7 0.4

-0.8

402.

-0.6 2.6*


403.

0.1 -0.6 3.5*


0.6 -0.2

404.

0.6*


0.9

405.

3.8*


2.7* -4.8* 1.5 -6.4* 2.2 0.3

Airline services Personal care services Mobile telephone services Postal services Culture and entertainment Commercial sport services Vehicle rental services Fixed telephone services TV-subscriptions Packaged holidays & tours Holiday accommodation Internet provision Home insurance Tram, local bus, metro Vehicle insurance On-line gambling services Gas services

406.

All services markets


Off-line gambling services Private life insurance Cafés, bars and restaurants Electricity services Bank accounts Legal and accountancy services Water supply Vehicle maintenance and repair Maintenance services Real estate services Investment products, private pensions and..

407.

Loans, credit and credit cards Train services Mortgages


83,4 81,9 80,9 80,8 80,2 79,6 79,0 78,2 77,6 77,6 76,7 76,5 76,3 75,3 74,9 74,5 74,4

74,3

74,1 73,8 72,8 72,7 71,4 70,4 70,1 69,9 69,5 69,4 67,5 66,7 66,3 63,0

0

0.4 2.2 -0.3 0.4 0.7 0.8 0

2.2 -1.1 -0.1 2

0.3 1.4 -0.3

3.4*

408.

1.1 0.6 1 -1.5 -1 1


1.8 -1.4

7* 3.2*

409.

1.9 1


0.3 -0.4 -0.6

0.9

0.9*

410.

0.6*


0.8 0.1 0.1 -3.4* -0.3 2.7 0.1 1.3 4.8* 0.7 0.2 1.9 2.5

1.6

0

2.7 3.7* -0.9 -0.6 1.9 -2.9* -2.2 0.2 0.7 1.7 0.2

0.5 0.1

-2.7* 1.7 0.5

-1.1 0.8

-1.1

2

0.9 -0.9 -1.1 1.1 2.3

-0.7 -2.6 0.3

-1.2 1.3 -1.1 4.5* 3.2*

1.3

Overall Performance

Romania's overall score has remained stable, with a slight, non-significant increase of 0.3 percentage points compared to 2012. Whilst the goods markets declined slightly, but not statistically significantly, the services markets improved in a statistically significant manner.

Romania is in the worst performing quartile of all countries with an overall Market Performance Index of 74.7. Both the goods markets and the services markets show an average MPI which is well below that of the EU28.

145

Goods Markets

Overall, the top three goods markets in Romania are the books, magazines and newspapers, new cars and large household appliances markets. The bottom three goods markets are meat and meat products, second-hand cars and fruit and vegetables.

The following markets are all rated in 26th position across the EU28: bread, cereals, rice and pasta; dairy products; meat and meat products; small household appliances; spectacles and lenses and maintenance products The fruit and vegetables; non-prescription; medicines; nonalcoholic drinks; personal care products; furniture and furnishings; and alcoholic drinks markets are all ranked in 27th position.

Across the individual goods markets, the largest increase in market performance scores can be found in the clothing and footwear and books, magazines and newspapers markets, although neither of these are statistically significant changes. The biggest decreases in scores are observed in the large household appliances; meat and meat products; and maintenance products markets.

The meat and meat products and alcoholic drinks markets show a difference in terms of MPI relative to the EU28. For the meat and meat products market, a lower score is observed for comparability, trust, expectations, complaints and choice. This market also shows a higher proportion of problems encountered. In the alcoholic drinks market, a decrease in comparability and trust is noted.

Services Markets

Overall, the top three services markets in Romania are the airline services, personal care services and mobile telephone services markets. The bottom three are the mortgages, train services and loans, credit and credit cards markets.

The holiday accommodation and vehicle insurance markets are both rated in 26th position across the EU28. The cafés, bars and restaurants market is in 27th position.

On an individual level, real estate services and gas services markets show the most improvement compared to 2012. For these markets the scores have showed differences for trust. The real estate services market also shows increases in scores for comparability and expectations, as well as a drop in the proportion of problems. In the gas services market, an increased score is noted for comparability.

The services market with the biggest decrease in score compared to 2012 is the bank accounts market. This market scores particularly poorly on trust and expectations with a decrease for these components year-on-year.

In comparison with the EU28 results, the mobile telephone services, TV-subscriptions and internet provision markets are assessed the best. The mobile telephone services market is, indeed, rated higher than the EU28 average. For this market, more positive scores are observed for all components, except for the expectations component.

The markets for loans, credit and credit cards, mortgages, and train services are assessed least positively in comparison to the EU28 average. For these markets a lower score can be found for the expectations component. The loans, credit and credit cards and mortgages markets are also below average for the comparability component. Finally, in the train services market a lowering of score is also noted for the trust component.

146

Difference with 2012

Improved most since 2012MPIComparability (Avg)Trust (Avg)Expectations (Avg)Problems

(%)
Complaints

(%)
Choice (Avg)
20Real estate services4.8*0.3*0.4*0.6*-7.9*2.60.2
47Gas services3.4*0.5*0.7*0.20.12.5-0.2
45Water supply2.70.20.4*0.1-3.6-5.8
51Mortgages2.50.20.30.2-4.74.60.1
33Mobile telephone services2.20.10.30.1-6*0.40
Deteriorated most since 2012MPIComparability (Avg)Trust (Avg)Expectations (Avg)Problems

(%)
Complaints

(%)
Choice (Avg)
26Bank accounts-3.4*-0.2-0.4*-0.4*3.95.4-0.2
2Meat and meat products-3.2*-0.8*-0.5*-0.2-2.8-0.5-0.2
11Large household appliances-2.9*-0.4*-0.5*-0.3*0.7-30.5*-0.2
8Maintenance products-2.4*-0.4*-0.3*-0.4*-3.49.8*-0.4*
6Alcoholic drinks-1.7-0.4*-0.2-0.2-2.75.20
| Difference with EU28
5Top markets (compared to EU28 Average)MPIComparability (Avg)Trust (Avg)Expectations (Avg)Problems

(°M
Complaints

(°M
Choice (Avg)
33Mobile telephone services6.8*1.4*0.7*0-7.3*-21.5*0.4*
54TV-subscriptions3.60.8*0.4*0-1.7-13.7*0.4*
34Internet provision2.80.7*0.4*0.11.6-14.2*-0.4*
37Airline services2.70.5*0.4*0.10-20.2*0
31Postal services2.20.6*0.10-1.3-14.6*0.4*
5 Bottom markets (compared to EU28 Average)MPIComparability (Avg)Trust (Avg)Expectations (Avg)Problems

(%)
Complaints

(%)
Choice (Avg)
6Alcoholic drinks-12*-0.5*-2.1*-1.8*4.8*-6.2*-0.2
2Meat and meat products-9.4*-0.8*-1.5*-1.2*5.2*-11.4*-0.3*
1Fruit and vegetables-8.6*-0.3*-1.8*-1.3*0.9-9.3*-0.3*
36Train services-8.2*-0.1-1.5*-1.4*5.4*-19.3*
51Mortgages-7.6*-0.6*-0.8*-1.1*6*0.4-0.3*

147

Slovenia

MP I per market

expectations Sis problems&complaints

I comparability

G

o o

D

s

Spectacles and lenses Fuel for vehicles Bread, cereals, rice and pasta s, magazines and newspapers Small household appliances New cars Entertainment goods Large household appliances Alcoholic drinks Electronic products ICT products Dairy products Personal care products Non-alcoholic drinks

I All goods markets

411.

Furniture and furnishings Maintenance products Non-prescription medicines Clothing and footwear Meat and meat products Fruit and vegetables Second hand cars


78,1

82,5

82,3

82,2

82,1

81,7

81,3

81,2

81,2

80,6

80,5

80,2

80,1

79,4

79,0

79,0

412.

2013 -2012


0.7*

-1 1.6 1.5 0.1 2.1* 3.8* -0.2 1

0.3 0.4 0.6 0.5 1.7 -0.3

0.7*

1.3 -2* 0.2 1.2

-1 -0.3

2

2012 -2011

413.

-1.6*


0.7

-1 -2.3* -1.4 -3.2* -4.2* -1.9*

-1 -1.9* -3.3*

0.2 -3.5* -2.8* -3.4*

414.

-2.4*


-1.5 0.7 -3.5* -3.7* -4.5* -4.8* -4.1*

415.

2011 2010


416.

0.5*


-0.7 2.2*

417.

0.8 2.6*


2* 5.1*

1.3

1.5 2.7* -0.1

1.2

418.

3.5*


419.

2.5*


0.7 3.5* 4.4*

5* 2.6*

1.9

1.1

Culture and entertainment Gas services Airline services Personal care services Commercial sport services Train services Holiday accommodation Postal services Electricity services Tram, local bus, metro Vehicle rental services Vehicle insurance Packaged holidays & tours Vehicle maintenance and repair Water supply Fixed telephone services Home insurance Cafés, bars and restaurants

420.

All services markets


77,5

Loans, credit and credit cards Bank accounts Mobile telephone services Internet provision Maintenance services Mortgages TV-subscriptions Off-line gambling services On-line gambling services Real estate services Legal and accountancy services Private life insurance Investment products, private pensions and...


62

77,3 76,7 76,4 73,9 73,7 73,7 73,5 73,0 71,6 70,7 70,5 69,3 ,0

1.4 1.3 0.7

-0.9 0.1 1.2 0.1

-1.5 4*

1 4.1* -0.8 0.9 2.3* 2.5* 1.7 -0.2 1

-1.4 1.8

421.

-1.8*


-2.6* 0.3 -1.3

-1.9* 0.1 0.1 -1.8

-4.2* -0.8

-2.1* -0.9 -0.3

-2.3* 0.7

422.

-2.9*


0.7*

0.9 0 -1.2 -1.2 1.8 1.5 -0.6

2.8* 3.4* -0.6 0.6

423.

-1.9 -0.8 0.2 0 -1.2 -0.5 6.3*


-2.7* -5.9* 0.5 -1.2

0

-2.8* 1.8*

1.2 -1.6 -1.3 2.4* -2.9* -3.3* -1.3

0.4 -1.8

2*

0.6 -3.4* -0.4 -1.1

3*

-0.9*

-3.1* 0.1 1 0

-2.4

Overall Performance

Overall market performance is slightly, but not statistically significantly, higher in Slovenia than the EU28 average. Slovenia's overall score has increased by 0.7 points since 2012, to some extent counteracting the 1.6 point decrease in score observed between 2011 and 2012. At an overall group level, services markets in Slovenia score higher than the EU28 average, whilst goods markets score slightly, but not statistically significantly, lower. In comparison to 2012, in Slovenia, both the goods and services markets showed year-on-year improvement.

Goods Markets

Overall, the top three goods markets in Slovenia are the spectacles and lenses, fuel for vehicles and bread, cereals, rice and pasta markets. The bottom three are the second-hand cars fruit and vegetables, and meat and meat products markets.

148

In comparison to 2012, some of Slovenia's goods markets have shown a change in their MPI. The goods markets that have improved the most since 2012 are the markets for new cars and small household appliances. Both markets have experienced a reduction in the number of complaints; whilst the market for new cars also experienced an improvement scores for trust, expectations and complaints. The market with the largest score decrease is the maintenance products market. In comparison to 2012, maintenance products in Slovenia experienced a rise in the percentage of problems and a lower comparability score.

When comparing Slovenia's goods markets to the EU28 average, the only statistically significant differences are observed for the fuel for vehicles market (positive) and for the fruit and vegetables market (negative). The Slovenian market for fruit and vegetables scores worse than average in terms of comparability, trust and expectations.

Services Markets

Overall, the top three services markets in Slovenia are culture and entertainment, gas services and airline services. The bottom three are the investment products, private pensions and securities, private life insurance and legal and accountancy services markets.

The gas services market is rated as the best performing across the EU28, while the electricity services market is assessed as the second best, and the train services market the third best. However, the private life insurance and the investment products, private pensions and securities markets are ranked in 26th position across the EU28.

Some of Slovenia's services markets have experienced changes in terms of market performance since 2012. Improvements are seen in the markets for vehicle rental services; electricity services; legal and accountancy services; real estate services; water supply; and vehicle maintenance. The first three services markets have experienced increased competition in the past year, which has led to lower prices and consumers switching service provider. There are non-statistically significant declines in performance in the markets for postal services, internet provision, and mobile telephone services. Looking at specific components, the market for vehicle rental services improved in terms of comparability and expectations, with a lower proportion of problems, and the market for electricity services increased its score for comparability, trust and expectations.

In comparison to the EU28 average, Slovenia shows higher performance in the markets for gas services, electricity services, train services, water supply, vehicle maintenance and repair, and tram, local bus and metro services. At component level, all of these successfully performing services markets score higher than the EU28 average for expectations and trust. On the other hand, the markets for investment products and private life insurance perform worse for Slovenia than in terms of the EU28 average. These two poorly performing services markets have lower than average scores for comparability, trust and expectations, and a higher proportion of problems.

149

Difference with 2012

i ■ . . „-A„ Comparability _ ., Expectations Problems Complaints . ,

Improved most since 2012 MP , * Trust(Avg) , ,„„ ,„„ Choice(Avg)

(Avg) 1 a' (Avg) ("/,) ("/,) 1 a'

38Vehicle rental services4.1*0.5*0.20.3*-8.7*-4.50.9*
46Electricity services4*0.7*0.4*0.4*-1.55.20.2
15New cars3.8*0.30.3*0.5*-5.9*-5.6*0.4*
57Legal and accountancy services3.4*0.20.20.4*-7*-6.8*0.4*
20Real estate services2.8*0.4*0.20.3-3.4-6.6*0.5*
Deteriorated most since 2012MPIComparability (Avg)Trust (Avg)Expectations (Avg)Problems

(%)
Complaints

(%)
Choice (Avg)
8Maintenance products-2*-0.4*-0.104.6*0.2-0.1
31Postal services-1.5-0.30-0.22.5-1.4-0.1
34Internet provision-1.20.1-0.1-0.14.9*-0.20.2
33Mobile telephone services-1.2-0.1-0.10.14.210*0.1
53Spectacles and lenses-1-0.4*0.1-0.2-0.9-15.3*0
| Difference with EU28
5Top markets (compared to EU28 Average)MPIComparability (Avg)Trust (Avg)Expectations (Avg)Problems

(%)
Complaints

(%)
Choice (Avg)
47Gas services9.1*1.2*1.1*1.1*-2.5*-15*1.6*
46Electricity services9*1.2*0.7*1.3*-6.5*-7.7*1.4*
36Train services7.5*0.5*0.9*0.9*-10.6*-17.4*
17Fuel for vehicles4.8*0.4*0.7*0.6*-2.1*-13.9*-0.2
45Water supply4.7*0.7*0.3*0.7*-0.4-13.7*
5 Bottom markets (compared to EU28 Average)MPIComparability (Avg)Trust (Avg)Expectations (Avg)Problems

(%)
Complaints

(%)
Choice (Avg)
28Investment products, private pensions and securities-7.5*-0.6*-0.9*-1*7.4*-10.4*
52Private life insurance-5.1*-0.3*-0.7*-0.7*5.6*-6.4*0.6*
1Fruit and vegetables-4.4*-0.5*-0.9*-0.4*-0.1-3.50.2*
57Legal and accountancy services-3.9-0.4*-0.7*-0.3*2.6-0.30.5*
59Off-line gambling services-3.5-0.1-0.2-1.2*-1.7*-15.9*-0.1

150

Slovakia

G O O D

S

5, magazines and newspapers Spectacles and lenses Entertainment goods Non-alcoholic drinks Small household appliances Large household appliances Personal care products Furniture and furnishings Bread, cereals, rice and pasta Alcoholic drinks Electronic products Fuel for vehicles ICT products Maintenance products Dairy products

I All goods markets

424.

New cars Non-prescription medicines Fruit and vegetables Meat and meat products Clothing and footwear Second hand cars


MP I per market

expectations W problems&complaints ~ trust 76,7

84,9 82,4 81,5 81,3 81,1 80,8 79,7

79,4

79,3

79,2

78,9

78,4

78,3

78,2

78,1

I comparability

77,4

76,9 76,2 71,1 68,0 65,8 65,5

425.

2013 -2012


-0.3

-3.1* 0.5 0.2 -2.9* -0.9 -2.5* 0.6 0.4 -3.1* -2.5* -3.3* 2.5* 0.3 3* -2

-1.1*

-1 -2.6* -3.6* -3.8* -1.8 2.1

2012 -2011 -1.1*

-1.3 -1.7 -1.2 -0.9 -0.5 0.5

-2.8* 0.3 -1.2 -1.1 0.6

-3.9* -0.7

-2.5* -1.3

426.

-1.2*


-0.7 -1.6 -1.3 -0.2 -2 -1.9

427.

2011 2010


428.

1.7*


-0.1

5.1* 3.8* 3.3* 2.6*

1.7 2.5* 1.9* 3.8*

0.3 -0.7

429.

1.7 3.7*


430.

2.4*


1.7 2.9* 0.9 0.8 0.7 3.3*

Personal care services Culture and entertainment Fixed telephone services Commercial sport services Water supply Postal services Holiday accommodation Airline services Tram, local bus, metro Gas services Vehicle insurance Mobile telephone serv Electricity serv Vehicle rental services Internet provision

82,9 82,6 82,0 81,3 81,2 81,0 80,2 80,0 79,7 79,2 78,9 78,3 78,1 77,9 76,3

431.

All services markets


76,3

Cafés, bars and restaurants Packaged holidays & tours Home insurance Bank accounts TV-subscriptions Off-line gambling services Vehicle maintenance and repair On-line gambling services Train services Legal and accountancy services Loans, credit and credit cards Private life insurance Mortgages Maintenance services Real estate services Investment products, private pensions and...

76,0 75,8 75,8 75,7 75,5 75,2 74,7 74,5 74,4 72,2 72,1 71,2 70,4 70,1 67,0 65,0

-1.1 1.4 -1.9 -0.8

0

-2 0.3 0.4 0.4 0.7

1 3.4* -1.6 1.7

0

-0.1 -2.7* -1 0.6 3.4* -1.5 0.7 -0.6 -1.5 -2.6* -0.7 -0.7 0.9 -3.8* 0.6

0.2

432.

-1.1*


0.8 0.6 -1.1 1.1 -0.6

2.6*

-1.7 0.2 -0.4 1

1.7 0.6 -0.3 0.4

-2.7* -2* 0.3 -1.9 2.3*

433.

-2.6*


-0.6 -2.6* -0.8 -1.6 -2.2 0.6 -0.8 -2.1

0 1.5* 3.6* 1.3 1

2.9* -0.6 3* 0.5 0.1 2.9* 3.4* 0.8 4.7* 0.8

434.

1.1*


2.9* 3* 2.6* 3.6*

1.9 -1.6

435.

-0.8 1.7 2.9*


Overall Performance

Overall market performance in Slovakia is below the EU28 average, with a difference of 0.9 points. There has been a slight, non-significant, decline by 0.3 points in terms of overall Slovakian market performance since 2012, which continues a downward trend observed from 2011 to 2012. In terms of goods markets as a whole, Slovakia experienced a decline in performance in comparison to 2012, so that Slovakian goods markets are currently 2.3 points below the EU28 average and 1.1 points below 2012's score. The average MPI on services markets in Slovakia is relatively unchanged since 2012 and it is currently close to that observed for the EU28.

Goods Markets

151

Overall, the top three goods markets in Slovakia are the books, magazines and newspapers, spectacles and lenses and entertainment goods markets. The bottom three are the second-hand cars, clothing and footwear and meat and meat products markets. The non-prescription medicines market is rated in 26th position across the EU28. The clothing and footwear market is in 27th position.

In comparison to 2012, nine markets saw a decline in scores, while the Slovakian goods markets for maintenance products, and fuel for vehicles improved. Both markets increased their expectations scores and have a smaller proportion of problems compared to last year. Conversely, the biggest decline in performance was recorded in the markets for meat and meat products, fruit and vegetables, and electronic products. Component scores for trust and expectations for all three of these markets have decreased since 2012.

When comparing goods markets to the EU28 average, Slovakia performs best in terms of fuel for vehicles, and worst in the markets for clothing and footwear, meat and meat products, fruit and vegetables, second-hand cars, and non-prescription medicines. All of these markets have lower component scores for comparability, trust and expectations.

Services Markets

Overall, the top three services markets in Slovakia are the personal care services, culture and entertainment, and fixed telephone services markets. The bottom three are the investment products, private pensions and securities, real estate services, and maintenance services markets.

Looking at Slovakia's services markets since 2012, there has been an improvement in the performance of mobile telephone services, and vehicle maintenance and repair. Conversely, the markets for postal services, and fixed telephone services have declined, albeit non-statistically significantly, in performance since 2012. At component level, the market for mobile telephone services shows an increase in its trust score and has experienced a reduction in the proportion of consumer problems.

In comparison to services markets at EU28 level, Slovakia shows a more positive evaluation in the markets for water supply, electricity services, fixed telephone services, mobile telephone services and gas services. These five services markets all perform better than the EU28 average for comparability, trust and expectations. Conversely, Slovakia performs the worst in comparison with the EU28 average for investment products, real estate services and maintenance services, but the difference is statistically significant only for those first of the three markets.

Difference with 2012

Improved most since 2012MPIComparability (Avg)Trust (Avg)Expectations (Avg)Problems

(%)
ComplaintsChoice (Avg)
33Mobile telephone services3.4*00.5*0.3-7.1*2.80.1
8Maintenance products3*0.3*0.30.3*-4.6*14.1*0.2
23Vehicle maintenance and repair2.6*0.10.30.3-3.9-8.6*0
17Fuel for vehicles2.50.20.20.4*-4.4*19.1*-0.3*
16Second hand cars2.10.10.4*0-4.93-0.1
Deteriorated most since 2012MPIComparability (Avg)Trust (Avg)Expectations (Avg)Problems

(%)
ComplaintsChoice (Avg)
2Meat and meat products-3.8*-0.4-0.8*-0.4*-0.2-2.7-0.6*
1Fruit and vegetables-3.6*-0.3-0.4*-0.4*4.54.2-0.3
10Electronic products-3.3*-0.2-0.5*-0.4*2.78.4*-0.1
3Bread, cereals, rice and pasta-3.1*-0.2-0.4*-0.4*2.45.6-0.3*
18Books, magazines and newspapers-3.1*-0.4*-0.5*-0.3*0-4.3-0.6*

152

Difference with EU28

5Top markets (compared to EU28 Average)MPIComparability (Avg)Trust (Avg)Expectations (Avg)Problems

(%)
Complaints

(%)
Choice (Avg)
45Water supply6.7*1.5*0.5*0.5*-2.6*10.3*
46Electricity services6.1*1*0.7*0.6*-2.7*3.9*0.8*
32Fixed telephone services6*0.8*0.7*0.6*-4.2*9.3*0.3*
33Mobile telephone services4.3*0.3*0.6*0.4*-4.9*6.1*0.2
47Gas services4*0.7*0.3*0.5*-1.49.2*0.6*
5 Bottom markets (compared to EU28 Average)MPIComparability (Avg)Trust (Avg)Expectations (Avg)Problems

(%)
Complaints

(%)
Choice (Avg)
7Clothing and footwear-9.9*-0.6*-1.1*-1*16.3*10.6*-0.3*
2Meat and meat products-7.3*-0.6*-0.9*-0.7*9.9*7.8*0
1Fruit and vegetables-6.1*-0.3*-0.8*-0.7*10.4*4.70.1
16Second hand cars-5.4*-0.5*-1*-0.4*2.23.70.3*
28Investment products, private pensions and securities-4.5*-0.4*-0.7*-0.3*4.5*10.2*0.4*

153

Finland

436.

All markets


Alcoholic drinks Dairy products Fuel for vehicles Bread, cereals, rice and pasta Non-alcoholic drinks Entertainment goods Non-prescription medicines Maintenance products New cars

Large household appliances Personal care products Small household appliances Furniture and furnishings PaII goods markets Electronic products Books, magazines and newspapers Fruit and vegetables Spectacles and lenses Meat and meat products ICT products Clothing and footwear Second hand cars

MPI per market

expectations i i problems&complaints a trust

mms 80.1

87.9 85.5 85.4 85.0 84.8 84.5 84.0

82.7

82.3

82.0

81.8

81.7

81.7

■ comparability

81.5

80.9 80.4 80.1 79.3 78.2 75.9 74.4 73.3

437.

2013 -2012


0.4

0.6 -0.8 1.5 0.3 -0.9 0.5 -1.2 1.1 0.9 1 -0.4 0.8 1.3

I 2012 -2011

-0.5

438.

-0.4 -1.2 1.1 -0.4 -0.1 0.3 0.8 1


0.7 -0.7 0.2 -2.2 -0.5

439.

12011 -2010


0.1

0.7

-2.1 -0.7 -0.4 2.2 2.5 0.3 0.6 0.5 0.4 1.6 1.7

-0.3

-0.2 0.8 -0.9 0.4 -3.1 -0.1 -1.5 -0.3

1.6 -1.4

-2

0

0.3 0.8 -2.5 -1.1

0.4

440.

-1.4 1.6 0


-0.5 -1.8 -0.7 2.3

Culture and entertainment Personal care services Holiday accommodation Vehicle rental services Loans, credit and credit cards Packaged holidays & tours Postal services Tram, local bus, metro Off-line gambling services Mortgages Water supply Commercial sport services Legal and accountancy services Airline services Vehicle insurance Home insurance Cafés, bars and restaurants Bank accounts

0

441.

All services markets


On-line gambling services Vehicle maintenance and repair Private life insurance Electricity services Maintenance services Real estate services Fixed telephone services Investment products, private pensions and..

442.

Internet provision Mobile telephone services TV-subscriptions


86.5 85.3

83.1

82.7

82.5

82.2

81.9

81.8

81.8

81.7

81.7

81.6

81.2 80.4 80.1 79.8 79.5 79.3

79.1

78.8 78.3 77.9 77.5 75.7 75.7 75.6 73.2 70.6 70.1 68.1

1.6 -0.3 -0.6 -0.9 0.6 0.5 1 -0.7

0.6 0 -0.7 1.2 -0.3 0.6 -0.2 0.1 -2.6

-1.1 -1.4 1.2 0.6 -0.1 -0.4 -3.2 -3.1

0.1 -0.7 0.9 1.4 0.5 -2.4 0.6 -3.3 1.2

0.6

-0.6

1.8 2.7 2.8 1.7 0.6 2.8 1.5 1.6 1 -1.1

443.

-2.4 -1.5 1


0.6 -0.8 -2.5 1.3 0.9 -1.5 0.7

0.3 1.6 -0.8 1.5

444.

0.2 2 2


3.1 0.1

445.

-1.6 2.8 2.5 1.8 1


-0.1

1.8

-1.3 -1 1.5 1.9 -0.5 -0.6 -0.7

Overall Performance

The average MPI on all consumer markets in Finland is above that seen in the EU28 as a whole (2.5 percentage points) and the same applies both to the goods markets (+1.8 percentage points) and to the services markets (+3 percentage points). Compared to 2012, the goods markets remained stable while the services markets improved slightly, but not statistically significantly.

154

Goods Markets

Overall, the top three goods markets in Finland are the alcoholic drinks, dairy products and fuel for vehicles markets. The bottom three are the second-hand cars, clothing and footwear, and ICT products markets.

Finland's alcoholic drinks market is rated as the best performing across the EU28, while the fuel for vehicles market is assessed as the second best performing. Moreover, the dairy products and non-prescription medicines markets are both assessed as the third best. However, the books, magazines and newspapers market is rated in 27th position.

On an individual level, the fuel for vehicles, alcoholic drinks, dairy products and nonprescription medicines markets all have higher scores than the EU28 average. The fuel for vehicles market scores particularly highly for the trust and expectations components combined with a relatively low proportion of problems. However, this market scores highly for complaints compared to the EU28 average. The alcoholic drinks market also scores relatively highly on trust, expectations and comparability.

In Finland the only goods market to score statistically below the EU28 average is that of books, magazines and newspapers; this is driven by a relatively high level of problems and a lower score for trust and expectations. The ICT products market is also one of the worst-scoring in comparison with the EU28 average, but the difference is not statistically significant.

Compared to 2012, across the goods markets, the most improvement is found in the fuel for vehicles and furniture and furnishing markets; however, in neither case is this statistically significant. The only statistically significant decrease in goods markets scores from 2012 is seen in the meat and meat products market, driven by a higher proportion of problems and a lower score for trust. This is likely to be a result of the horsemeat scandal which was widely reported in Europe just prior to fieldwork in January 2013.

Services Markets

Overall, the top three services markets in Finland are culture and entertainment, personal care services, and holiday accommodation. The bottom three are the TV-subscriptions, mobile telephone services and internet provision markets.

Finland's vehicle rental services and culture and entertainment markets are both rated as the best performing across the EU28. The water supply, mortgages, legal and accountancy services, and loans, credit and credit cards markets are all assessed as being the second best performing across the EU28, while the offline gambling and lottery services market is assessed as the third best.

On an individual level, a total of 12 markets show a positive difference with respect to the values for EU28. The mortgages market, the loans, credit and credit cards market, and the water supply market score highest compared to the EU average. The comparability, trust and expectations components for all three markets scored better than the EU average, with lower proportions of problems. Only one service market in Finland - the TV-subscriptions market -scored lower than the EU28 average. Also scoring the lowest in comparison with the EU28 average, but without a statistically significant difference, are the mobile telephone services, internet provision, fixed telephone services and airline services markets.

446.

Compared to 2012, across the services markets, improvement are seen for the fixed telephone services, electricity services; train services; culture and entertainment; ad private life


155

insurance markets. Only the bank accounts market has worsened in a statistically significant manner when compared to 2012.

Difference with 2012

Improved most since 2012MPIComparability (Avg)Trust (Avg)Expectations (Avg)Problems

(%)
Complaints

(%)
Choice (Avg)
36Train services4.2*0.20.7*0.4*-7.3*7.9*0,0
32Fixed telephone services2.8*0.5*0.10.2-3.5-7.5*-0.5*
46Electricity services2.8*0.20.3*0.3*-4.7*12.3*
52Private life insurance2.7*0.20.20.2*-6.2*-3.80.2
23Vehicle maintenance and repair1.80.10.10.2-3.42.20.2
Deteriorated most since 2012MPIComparability (Avg)Trust (Avg)Expectations (Avg)Problems

(%)
Complaints

(%)
Choice (Avg)
2Meat and meat products-3.1-0.2-0.7*04.3*9.1*0.1
26Bank accounts-2.6-0.2-0.2-0.3*4*5*-0.1
7Clothing and footwear-1.5-0.1-0.2-0.21.81.10.2
48Non-prescription medicines-1.2-0.1-0.3*00.50.9-0.1
54TV-subscriptions-1.1-0.100.142.9-0.1
| Difference with EU28
5Top markets (compared to EU28 Average)MPIComparability (Avg)Trust (Avg)Expectations (Avg)Problems

(°M
Complaints

(°M
Choice (Avg)
51Mortgages11.1*0.8*1.6*1.5*-6.8*3.21.3*
58Loans, credit and credit cards8.6*0.3*1.4*1.3*-6.7*25.7*0.8*
17Fuel for vehicles7.9*0.6*1.2*1.2*-2.9*36.2*0.2*
45Water supply7.3*0.5*0.9*1.3*-2.8*23.8*0,0
57Legal and accountancy services6.8*0.4*1.2*1*-2.126.6*0.6*
5 Bottom markets (compared to EU28 Average)MPIComparability (Avg)Trust (Avg)Expectations (Avg)Problems

(%)
Complaints

(%)
Choice (Avg)
54TV-subscriptions-5.9*-0.9*-0.3*012.7*11.2*1.1*
18Books, magazines and newspapers-4*-0.4*-0.4*-0.2*7.5*18.6*0.5*
33Mobile telephone services-4-1.2*-0.10.3*6.5*9.8*0.6*
13ICT products-3-0.5*0.1-0.28.6*11.7*0.4*
34Internet provision-3-0.5*-0.10.19.2*8*0.3*

156

Sweden

MP I per market

expectations lil: problems&complaints

I comparability

Alcoholic drinks Fuel for vehicles Dairy products Books, magazines and newspapers Furniture and furnishings Entertainment goods Non-alcoholic drinks Bread, cereals, rice and pasta Spectacles and lenses Small household appliances Large household appliances New cars

Non-prescription medicines

I All goods markets

447.

Personal care products Electronic products Maintenance products Fruit and vegetables ICT products Clothing and footwear Meat and meat products Second hand cars


86,3 83,1 82,9 82,8 81,8 81,1 80,9 80,4 80,2 79,9 79,1 78,8 78,7

78,5

77,1 76,7 76,3 75,1 73,8 72,9 70,5 68,7

448.

2013 -2012


1.5*

4.6* 3.7* 0.2 2* 2.8* 1.9* 0.2 -0.4 3.8* 1.5 1.6 3.2* 1.4

1.3*

2.4* 0.2 -0.7 -0.2 0.3 0.6 -3.2* 0.8

2012 -2011

449.

0.5*


1.4 -0.4 0.8 1.1 1.5 -0.2 0.7 1.2 -0.7 0.4 1.3 2* 0.9

450.

0.7*


0

1.4 0.7 0.4 -0.4 1.1 0.9 0.6

451.

2011 2010


452.

1.2*


0.7 1.1

1.5 1.1

3.3* 2.3* 2.1*

453.

1.6 0.6 0.8 2.5*


454.

2.1*


3.8* 1

2.5* 2.4* 3.1* -1.2 2.8* 2.2*

Culture and entertainment Commercial sport services Holiday accommodation Personal care services Airline services Vehicle rental services Packaged holidays & tours Vehicle insurance Postal services Water supply Mortgages Home insurance Cafés, bars and restaurants Loans, credit and credit cards Bank accounts Legal and accountancy services On-line gambling services Electricity services

455.

All services markets


Off-line gambling services Private life insurance Tram, local bus, metro Real estate services Vehicle maintenance and repair Fixed telephone services Maintenance services Mobile telephone services TV-subscriptions Internet provision Investment products, private pensions and..

82,2 80,5 80,0 79,9 78,6 78,3 78,1 77,0 76,8 76,5 75,5 75,4 75,1 75,0 74,7 74,3 73,5 73,5

73,5

72,5 70,8 70,4 70,1 70,0 69,7 68,8 63,6 65,8 65,5 64,5

1.9* 2* 0.6 -0.1 1.6 1.5 1.2 3* -0.2 4.7* 4.6* 2.2* -0.4 2.4* 1.2 2.2*

7.4*

-1 0.1 1.1 -1 -0.4 2* 0.5 1.3 1.2 2.6* -2.7* -0.3 -0.2 -0.1 -0.4 1.9

456.

3.5*


1.6*

0.4

2.5* 0.4 0.1 1.5 3.9* 0.3 3.5* -1.1 0 0.8

-1.1 -2.5* 0.9 -1.3 -1 1.5 2.4* 3.1* -0.5 -1.5

1

0.8 1.5 3.1* 1.5 -1.3 0.4 1.2 2.6* 0.5

1.9* 1.7*

0.6

457.

0.5*


458.

2.6*


459.

0.5 3.4*


1.9

2.9* -0.3

1.6 0.6

Overall Performance

Consumers in Sweden give a lower assessment of overall market performance than the EU28 average, with a difference of 2.1 points. This is despite a 1.5 point increase in overall market performance in Sweden in 2013 compared to 2012. Considering the average MPI on goods markets and services markets, both have increased in score since 2012 (goods markets, 1.3; services markets, 1.6) but both are still below the EU28 average (goods markets, -1.3, services markets, -2.7).

Goods Markets

Overall, the top three goods markets in Sweden are the alcoholic drinks, fuel for vehicles and dairy products markets. The bottom three are the second-hand cars, meat and meat products,

157

and clothing and footwear markets. The alcoholic drinks market is rated as the third best performing across the EU28, while the electronic products market is ranked in 27th position.

Compared to 2012, seven goods markets improved, their performance in particular the markets for alcoholic drinks; spectacles and lenses; and fuel for vehicles. On the other hand the only statistically significant drop in performance was recorded for the meat and meat products market. The markets for alcoholic drinks and fuel for vehicles have a higher score for expectations than in 2012. The market for meat and meat products fared worse in terms of its trust score since 2012, which may be as a result of the widely publicised horsemeat scandal in Sweden and the rest of Europe.

In comparison to the EU28 average, the goods markets in Sweden which show a positive difference are fuel for vehicles and alcoholic drinks, whilst the goods markets performing the poorest are ICT products, meat and meat products, and electronic products. The markets for fuel for vehicles and alcoholic drinks show higher scores than the EU28 average for all components, except comparability. The markets for ICT products and electronic products have a higher proportion of problems in Sweden than the EU28 average.

Services Markets

Overall, the top three services markets in Sweden are the culture and entertainment, commercial sport services and holiday accommodation markets. The bottom three are the investment products, private pensions and securities, internet provision and TV-subscriptions markets. The internet provision; fixed telephone services; tram, local bus, metro; and maintenance services markets are all rated in 26th position across the EU28. The TV-subscriptions and personal care services markets are both rated in 27th position.

Twelve of Sweden's services markets saw an improvement in score from last year, in particular the electricity services; water supply; and mortgages markets. All three of these markets posted increases in their scores for trust and expectations since 2012. No services markets showed a statistically significant drop in terms of performance, though the market for TV subscriptions did decrease by 1.1 points overall, having a lower comparability score and a higher percentage of problems than in 2012.

Sweden's services markets generally score lower than the EU28 average, with mortgages being the only service market that is statistically above the average. In contrast the markets for internet provision, TV subscriptions, mobile telephone services, train services, fixed telephone services, tram, local bus and metro, investment products, vehicle maintenance and repair, offline gambling and personal care services all show lower MPI scores in Sweden than the EU28 average. All of these services markets score lower than the EU28 average in terms of comparability, and almost all of them score lower for trust and have higher proportions of problems and complaints.

Difference with 2012

Improved most since 2012MPIComparability (Avg)Trust (Avg)Expectations (Avg)Problems

(%)
ComplaintsChoice (Avg)
46Electricity services7.4*0.30.8*1.8*-20.40.5*
45Water supply4.7*0.10.4*1.3*-1-2.2
51Mortgages4.6*-0.10.4*1.5*05.7*0.3*
6Alcoholic drinks4.6*0.10.21.5*-0.1-0.7
32Fixed telephone services3.9*0.101.7*1.7-0.10
Deteriorated most since 2012MPIComparability (Avg)Trust (Avg)Expectations (Avg)Problems

(%)
ComplaintsChoice (Avg)
2Meat and meat products-3.2*-0.5*-1.1*0.2-2.53.50
54TV-subscriptions-1.1-0.4*-0.10.5*6.6*-5.3*0.2
8Maintenance products-0.7-0.3-0.20.5*4.2*-1.60
3Bread, cereals, rice and pasta-0.4-0.4*-0.20.2*-2.5*-11.2*-0.1
41Cafés, bars and restaurants-0.4-0.2-0.20.2*-0.1-8.1*0.6*

158

1 Difference with EU28
5Top markets (compared to EU28 Average)MPIComparability (Avg)Trust (Avg)Expectations (Avg)Problems

(%)
Complaints

(%)
Choice (Avg)
17Fuel for vehicles5.7*0.10.7*1.3*-4.1*12.9*0.1
6Alcoholic drinks4.9*-0.11.4*0.6*-1.4*30.9*
51Mortgages4.8*0.20.9*0.7*-4*25.4*0.8*
45Water supply2.1-0.5*1*0-4.5*5.2*
55Dairy products1.9-0.3*0.3*0.6*-3.1*10.1*0.2
5 Bottom markets (compared to EU28 Average)MPIComparability (Avg)Trust (Avg)Expectations (Avg)Problems

(%)
Complaints

(%)
Choice (Avg)
34Internet provision-9.2*-1.4*-1*-0.5*11.6*1.70.3*
54TV-subscriptions-8.5*-1.6*-0.8*-0.29.9*5.8*0.7*
33Mobile telephone services-8.2*-1.7*-0.8*-0.2*6.3*10.8*0.7*
36Train services-6.4*-0.6*-0.4*-0.118.9*12.9*
32Fixed telephone services-6.3*-1.3*-0.7*-0.15.3*11.4*0.6*

159

UK

MP I per market

expectations M problems&complaints

I comparability

Books, magazines and newspapers Non-prescription medicines Entertainment goods Non-alcoholic drinks Alcoholic drinks Personal care products Dairy products Small household appliances Electronic products Large household appliances Maintenance products Bread, cereals, rice and pasta

All goods markets

Spectacles and lenses Furniture and furnishings Fuel for vehicles Fruit and vegetables Clothing and footwear ICT products New cars Meat and meat products Second hand cars

86,4 85,1 85,1 84,6 84,3 83,9 83,6 83,4 83,4 83,3 83,3 82,9

81,7

81,4 80,7 80,1 80,1 79,6 79,5 77,5 74,5 72,7

460.

2013 -2012


-0.3

0 -0.9 -0.9 -0.9 -1.1

-2.3* -1.1 -0.6 1.2 -0.3 -0.9

-3.8*

-0.6 -0.7 2.6* -4.6* 1.5 -1.3 1.3 -9.3* 1.2

2012 -2011

461.

0.9*


-1.2 2.3* 1.6* 0.5 1.9* 1.1 0.3 0.1 0.3 2.2* 1.4 3.1*

462.

1.2*


0.9 0.6 2.2* 3.2*

463.

-1 1.8 0.6 3.1*


2

464.

2011 2010


-1.4*

5.5* 2.1*

3* 3.4*

465.

0 2.1*


3.1* 1.3 0.8 2.8* 2.5*

466.

1.1*


467.

0.6 -3.4*


0.4 -0.7

0.1 -0.5

468.

0.5 -4.9*


Personal care services Holiday accommodation Culture and entertainment Vehicle insurance Home insurance Cafés, bars and restaurants Commercial sport services Off-line gambling services Packaged holidays & tours Airline services Private life insurance

469.

On-line gambling serv Vehicle rental servi Legal and accountancy servi


All services markets

Fixed telephone services Water supply Postal services Tram, local bus, metro Loans, credit and credit cards Maintenance services Vehicle maintenance and repair Mortgages TV-subscriptions Train services Mobile telephone services Bank accounts Gas services Internet provision Electricity services Investment products, private pensions and..

470.

Real estate services


83,2 82,8 82,5 80,6 80,3 79,8 79,2 79,0 78,9 78,7 76,5 76,4 76,2 75,9

75,2

75,0 74,8 74,3 74,3 74,2 72,7 72,7 72,2 72,0 71,8 71,3 70,8 70,5 70,1 69,3 68,6 66,2

-0.6 1.1 0.6 3.1* 1

-2.8* 1.4

0.1 1.2 1.4

0.7 0.9

-0.3

1 -0.6 -1.6 -0.1 0.2 0.2

0.8 0.8 -1.7

1.3 1.2

0.2

471.

O.i


0.3 2.9*

0.5 2.7*

1.7 -0.8 -0.7

0.2 -1.7

0.5 -1.5

0 -0.7 -0.7

-3* -0.3 -0.5

1.2 1.2 -2.9* -3.3* 4.9* 3.5* 0.3 2 4.9* 0.2 0.3 3.8* -0.9 3.6* 1.4 -0.3 2

3.9* 1

1.2 2.4* 2.2* 3.2* -2.7*

-1.5

472.

-2*


-3.4*

-3.2*

-2.5* -7*

-2.7* -1.9

-7.1* -0.8

-5.2* -3.9* -10* -2.8*

-8* -5.9*

473.

0.1 -9.1*


Overall Performance

The UK is close to the EU28 in terms of average performance for all the consumer markets. The UK's overall market performance has slightly, but not statistically significantly, declined by 0.3 points since 2012. The UK goods markets as a whole perform better than the EU28 average, with a difference of 1.9 percentage points, but have declined by 1.0 point in comparison with their 2012 performance. In terms of UK services markets as a whole, the MPI observed in the UK is below that of the EU28 (1 percentage point) and it has remained essentially stable since 2012.

160

Goods Markets

Overall, the top three goods markets in the UK are the books, magazines and newspapers; non-prescription medicines; and entertainment goods markets. The bottom three are the second-hand cars; meat and meat products; and new cars markets.

The entertainment goods and non-prescription medicines markets are both rated as the second best performing across the EU28. The large household appliances, personal care products and maintenance products markets are assessed as the third best performing across the EU28.

Looking at the UK goods markets in comparison with 2012 scores, there has been an improvement in the performance of the market for fuel for vehicles. Conversely, the markets for meat and meat products; fruit and vegetables; personal care products; and bread, cereals, rice and pasta have performed worse. The meat and meat products and fruit and vegetables markets have both experienced declines in terms of comparability, trust and expectations. There has been a particularly steep decline in trust in the market for meat and meat products, which can be attributed to the extensive media coverage of the horsemeat scandal in the past year.

The UK goods markets that are outperforming the EU28 average are non-prescription medicines, clothing and footwear, maintenance products, and entertainment goods. These markets all perform better than average in terms of comparability, trust and expectations. On the other hand, the market for new cars performs worse in the UK in comparison with the EU28 average, although the difference is not statistically significant.

Services Markets

Overall, the top three services markets in the UK are the personal care services, holiday accommodation and culture and entertainment markets. The bottom three are the real estate services; investment products, private pensions and securities; and electricity services markets.

There has been an improvement in performance since 2012 in the UK markets for vehicle insurance, water supply, and tram, local bus and metro. These three markets are all rated more highly on the consumer trust component. The largest drops in performance have been recorded for electricity services, and cafés, bars and restaurants. The performance deterioration in the market for electricity services may reflect consumer dissatisfaction that prices are rising but electricity providers are still posting strong profits.

In comparison to the EU28 average, the UK services markets that are performing slightly better are home insurance, offline gambling, and private life insurance. However, the UK is performing worse than the EU28 average in the markets for gas services, real estate services and postal services. These three services markets all experience a higher than average proportion of problems and the gas services market also performs worse than average in terms of comparability, trust and expectations.

161

Difference with 2012

Improved most since 2012MPIComparability (Avg)Trust (Avg)Expectations (Avg)Problems

(%)
Complaints

(%)
Choice (Avg)
30Vehicle insurance3.1*0.30.4*0.4*-1.8-4.70.2*
45Water supply2.9*0.40.4*0.1-3-18.6*
35Tram, local bus, metro2.7*0.20.3*0.3*-3.10.6
17Fuel for vehicles2.6*0.20.30.4*-2.9*24.2*0.3*
58Loans, credit and credit cards1.70.30.10.1-1.9-1.60.1
Deteriorated most since 2012MPIComparability (Avg)Trust (Avg)Expectations (Avg)Problems

(%)
Complaints

(%)
Choice (Avg)
2Meat and meat products-9.3*-0.7*-1.9*-0.9*2.67.3*-0.4*
1Fruit and vegetables-4.6*-0.4*-0.6*-0.5*2.912*-0.4*
3Bread, cereals, rice and pasta-3.8*-0.3*-0.5*-0.6*1.719.4*-0.2
46Electricity services-3*-0.4-0.6*-0.3-1.518.7*-0.3
41Cafés, bars and restaurants-2.8*-0.3*-0.2-0.16.3*1.4-0.1
| Difference with EU28
5Top markets (compared to EU28 Average)MPIComparability (Avg)Trust (Avg)Expectations (Avg)Problems

(°M
Complaints

(°M
Choice (Avg)
48Non-prescription medicines4.9*0.6*0.8*0.4*-2.4*43.8*0.5*
7Clothing and footwear3.9*0.4*0.7*0.3*-2.120.2
8Maintenance products3.8*0.5*0.6*0.3*-1.6-0.40
14Entertainment goods3.5*0.5*0.6*0.2*-2.1*7.8*-0.3*
19Personal care products3.20.3*0.6*0.3*-1.42.40.3*
5 Bottom markets (compared to EU28 Average)MPIComparability (Avg)Trust (Avg)Expectations (Avg)Problems

(%)
Complaints

(%)
Choice (Avg)
47Gas services-4.7*-0.5*-0.7*-0.4*3.7*0.91.6*
20Real estate services-4.5*-0.1-0.3*-0.214.7*6.9*0.3*
31Postal services-4.2*-0.8*-0.1-0.4*4.9*1.8-0.4*
34Internet provision-3.6-0.4*0-0.5*6.3*2.50.1
26Bank accounts-3.2-0.2-0.3*-0.3*5.7*4.8*-0.2

162

Norway

MP I per market

474.

expectations


Alcoholic drinks Books, magazines and newspapers Non-alcoholic drinks Dairy products Spectacles and lenses Non-prescription medicines Maintenance products New cars

Large household appliances Entertainment goods Small household appliances Furniture and furnishings Electronic products Bread, cereals, rice and pasta

I All goods markets

475.

Fuel for vehicles Personal care products ICT products Meat and meat products Clothing and footwear Second hand cars Fruit and vegetables


Holiday accommodation Culture and entertainment Airline services Packaged holidays & tours Bank accounts Home insurance Commercial sport services Water supply Personal care services Vehicle rental services Mortgages Vehicle insurance Loans, credit and credit cards Legal and accountancy services Off-line gambling services

[

476.

All services markets


Electricity services Fixed telephone services Tram, local bus, metro On-line gambling services Postal services Private life insurance Mobile telephone services Real estate services Vehicle maintenance and repair Cafés, bars and restaurants Internet provision Investment products, private pensions and..

477.

TV-subscriptions Maintenance services


[;: problems&complaints

75,2

I comparability

83,5 82,1 81,3 80,7 80,1 78,6 78,0 77,8 77,5 77,4 77,4 77,1 77,0 76,8

76,7

76,6 73,9 73,6 71,0 70,7 69,6 69,3

80,4

80,3

79,6

79,1

78,3

78,2

77,8

77,5

77,3

76,7

76,4

75,6

74,7

74,5

74.3

74,2

73,8 73,5 72,3 71,6 71,3 71,2 70,9 70,8 70,7 70,4 69,5 68,3 67,7 66,4

478.

2013 -2012


-0,3

1.6*

1.5 1.7*

1.3 -0.2

2* 1 -0.4

0.1 -0.7

0.6 -1.4

0.4 -0.8

0.1

-4.6* 2.2*

0.8 -1.2 -1.3 -0.3

0.1

1.7* -0.4

-1

1.5 -0.9

1.4 -0.9 -0.1 -1.2 -0.1 -2.5* -2.7* -2.7*

0.1

-0.6*

-0.7 -0.1 -1.6

-3.8* -1.5

0 2.6*

0.4 -1.4

1.9

1.4 -1.9

-3*

479.

Countrv-EU28


-2.4*

2.1 -2.3 -1.2 -0.2 -2.1 -1.5 -1.5 -1.8 -3.7* -4.2* -4.2* -3.1 -3.9* -5.2*

480.

-3.1*


-0.9 -6.8* -5.4* -4.3* -5* -1.3 -7.9*

-0.8 -2.7

481.

-1 -0.1 4.3*


482.

0.6 -3.9*


3

-6.4* -1.9 5.7* -3.8* 0.8 0 -2.2

483.

-1.9*


1.9 -2.6 _4*

-3.2 -7.2* -3.2 -3.2 0.2 -4.4* -8.1* -4.2* -1.1 -6.3* -7.3*

Overall Performance

Overall market performance in Norway is lower than the EU28 average, with a 2.4 point difference. In comparison to 2012, overall market performance dropped in a non-statistically significant manner by 0.3 points. In terms of goods markets as a whole, Norway has a market performance score that is 3.1 points below the EU28 average, though it has not changed since 2012. Norway's overall services markets score is 1.9 points below the EU28 average, and also decreased in comparison to 2012.

Goods Markets

Overall, the top three goods markets in Norway are the alcoholic drinks, books, magazines and newspapers, and non-alcoholic drinks markets. The bottom three are the fruit and vegetables, second-hand cars and clothing and footwear markets.

163

Compared to the EU28, the following Norwegian markets are all ranked as poorly performing: books, magazines and newspapers; fruit and vegetables; furniture and furnishings; ICT products; entertainment goods; large household appliances; electronic products; small household appliances; bread, cereals, rice and pasta; personal care products.

Some goods markets in Norway performed better in comparison to 2012. in particular the markets for personal care products; non-prescription medicines; alcoholic drinks; and nonalcoholic drinks. Conversely, the fuel for vehicles market experienced a particularly large decline in its consumer expectation score, which may be a reflection of the steep rise in fuel prices in Norway.

In comparison to the EU28 average, the only Norwegian goods market performing slightly better than average is the market for alcoholic drinks. Conversely, in Norway there are a large number of goods markets showing a negative difference relative to the EU as a whole, notably the markets for fruit and vegetables, personal care products, ICT products, bread, cereals, rice and pasta, and clothing and footwear. All of these markets perform worse than average in terms of comparability and trust, and have higher proportions of problems.

Services Markets

Overall, the top three services markets in Norway are the holiday accommodation, culture and entertainment and airline services markets. The bottom three are the maintenance services, TV-subscriptions and investment products, private pensions and securities markets. Compared to the EU28, Norway's commercial sport services; cafés, bars and restaurants; postal services; personal care services; and maintenance services markets are all ranked as poorly performing.

Some services markets in Norway, have improved since 2012, in particular the real estate services and holiday accommodation markets, and the biggest drops in performance are seen in the postal services; maintenance services; mortgages; vehicle insurance; and loans, credit and credit cards markets. The postal services' lower score may be a reaction to Posten Norge's announcement in January 2013 that they plan to close 149 post offices.130

When comparing its services markets to the EU28 average, Norway performs the best in the markets for mortgages and bank accounts. These two markets score highly in terms of trust, and have a low proportion of consumer problems. However, Norway performs worse in comparison with the EU28 average in ten services markets, most notably cafés, bars and restaurants, maintenance services, and postal services. These services markets perform worse than average in terms of comparability, and have a higher than average proportion of complaints.

"Norway Post to shut down almost all post offices." Retrieved from: postandparcel.iiifo/48297/news/companies

164

Difference with 2012

Improved most since 2012MPIComparability (Avg)Trust (Avg)Expectations (Avg)Problems

(%)
Complaints

(%)
Choice (Avg)
20Real estate services2.6*0.20.5*0.1-1.8-24*0.6*
19Personal care products2.2*0.20.4*0.3*0.2-9.8*-0.3*
48Non-prescription medicines2*00.8*-0.1-0.1-24.7*0
34Internet provision1.900-0.5*-16*-12.9*-0.3
5Non-alcoholic drinks1.7*00.8*-0.2*-3.6*37.9*0.4*
Deteriorated most since 2012MPIComparability (Avg)Trust (Avg)Expectations (Avg)Problems

(%)
Complaints

(%)
Choice (Avg)
17Fuel for vehicles-4.6*0.20.3*-2.3*0.3-11.4*-0.4*
31Postal services-3.8*-0.6*-0.2-0.6*0.8-5.10
21Maintenance services-3*-0.3-0.4*-0.15.7*-4.9*-0.1
58Loans, credit and credit cards-2.7*-0.4*-0.3*-0.7*-3.5*-16.2*0.3*
30Vehicle insurance-2.7*-0.10.3-1.1*0.61-0.1
| Difference with EU28
5Top markets (compared to EU28 Average)MPIComparability (Avg)Trust (Avg)Expectations (Avg)Problems

(°M
Complaints

(°M
Choice (Avg)
51Mortgages5.7*0.8*1.1*0.1-3.6*-6.9*0.8*
26Bank accounts4.3*-0.3*1.1*0.5*-6.2*-20.4*
45Water supply3-0.9*0.6*1.3*-1-26.7*
36Train services2.2-0.10.7*0-1.4-22.2*
6Alcoholic drinks2.1-0.5*1.5*0.13.3*4.9*
5 Bottom markets (compared to EU28 Average)MPIComparability (Avg)Trust (Avg)Expectations (Avg)Problems

(%)
Complaints

(%)
Choice (Avg)
41Cafés, bars and restaurants-8.1*-1.3*-0.9*-0.112*3.4-0.7*
1Fruit and vegetables-7.9*-0.5*0.1-0.4*36.4*-5.80.2*
21Maintenance services-7.3*-1*-0.9*-0.112.2*6.3*-0.1
31Postal services-7.2*-1.6*-0.2-0.7*6.4*0-0.5*
19Personal care products-6.8*-1.2*-0.9*-0.4*3.6*-3.20

165

Iceland

MP I per market

484.

expectations


All markets

Spectacles and lenses Entertainment goods Electronic products ^ Alcoholic drinks

O Books, magazines and newspapers Non-alcoholic drinks Dairy products Small household appliances Furniture and furnishings New cars Personal care products Large household appliances Bread, cereals, rice and pasta ICT products

o

D

S

I All goods markets

485.

Maintenance products Non-prescription medicines Fuel for vehicles Clothing and footwear Second hand cars Meat and meat products Fruit and vegetables


Culture and entertainment Commercial sport services Personal care services Holiday accommodation Vehicle rental services Off-line gambling services Packaged holidays & tours Airline services Postal services On-line gambling services Tram, local bus, metro Legal and accountancy services Water supply

486.

All services markets


Electricity services Cafés, bars and restaurants Loans, credit and credit cards Home insurance Maintenance services Private life insurance Vehicle maintenance and repair TV-subscriptions Fixed telephone services Mobile telephone services Vehicle insurance Bank accounts Investment products, private pensions and..

487.

Internet provision Real estate services Mortgages


K problems&complaints

73,4

I comparability

80,6

79,5

79,0

78,5

77,9

77,8

77,7

77,3

76,7

76,6

76,4

76,4

76,0

75,9

75,3

74,1 73,9 72,1 70,8 70,1 68,4 66,5

82,6 81,6 80,6 80,4 78,7 77,6 77,0 77,0 75,6 74,2 74,1 72,3 72.2

72,1

71,3 71,1 71,1 71,0 70,4 69,5 69,5 69,3 68,6 68,4 68,0 67,2 66,2 63,6 63,5 58,2

488.

2013 -2012


0.9*

0.9 1.8 1.2 2.1

-0.2 0.5 1.3 1.3

-0.4 2

1.9 -1.3

0.5 -0.6

0.9*

1.1

1.3 4.5*

1.6 -1.2 -1.1

1.5

0.5 -0.2 0

1.1

2.6*

1.2 0.4 -0.6

1.2 0.3 1

1.8

-1 3.2*

0.4 -0.7

1.1 -1.3 3.6* 3.9*

2.9 -1.3

1.5 5.2*

-1

-2.9 3

489.

Countrv-EU28


-4.2*

-1.7

-2 -1.9 -2.8 -6.4* -4.6 -3.3 -4.3 -3.5

-3

-4.4 -4.9

-6* -3

490.

-4.4*


-5.4 -6.2* -5.3 -4.9 -0.9 -6.9* -10.7*

-0.4 -0.1 -3.2 -0.7 0.1 1.1 -2.3 -3.7 -2.9 -0.6 -2.3 -2.2 -2.3

491.

-4.1*


-0.7 -7.5* -2.8 -6.6* -3.3 -4.9 -5.6 -4.7 -7.4* -5.6 -11.4* -6.8* -3.3 -10.1* -7.1* -12.5*

Overall Performance

Overall market performance in Iceland is 4.2 points below the EU28 average. However, year-on-year, there has been an improvement in performance. This overall trend is reflected in both of Iceland's goods and services market groupings: they are more than 4 points below the EU28 average score, yet both have also improved their performance score since 2012.

Goods Markets

Overall, the top three goods markets in Iceland are the spectacles and lenses, entertainment goods, and electronic products markets. The bottom three are the fruit and vegetables, meat and meat products, and second-hand cars markets.

166

Compared to the EU28, the following Icelandic markets are all ranked as poorly performing: alcoholic drinks; non-alcoholic drinks; new cars; furniture and furnishings; personal care products; maintenance products; small household appliances; bread, cereals, rice and pasta; non-prescription medicines; books, magazines and newspapers; fruit and vegetables; and large household appliances.

In comparison to 2012, only one goods market in Iceland shows a statistically significant difference in score: the market for fuel for vehicles has experienced an improvement in MPI score and in the consumer trust component since 2012.

Iceland performs the worst in comparison with the EU28 average for all goods markets, and this difference is statistically significant in the markets for fruit and vegetables, meat and meat products, books, magazines and newspapers, non-prescription medicines, and bread, cereals, rice and pasta. In terms of performance components, in almost all goods markets, Iceland scores lower than the EU28 average for comparability and trust, and has a higher proportion of complaints.

Services Markets131

Overall, the top three services markets in Iceland are the culture and entertainment, commercial sport services and personal care services markets. The bottom three are the mortgages, real estate services and internet provision markets.

Compared to the EU28, the following Icelandic markets are all ranked as poorly performing mortgages; vehicle maintenance and repair; real estate services; home insurance; airline services; fixed telephone services; internet provision; personal care services; vehicle insurance; and cafés, bars and restaurants.

In comparison to 2012, several services markets in Iceland have improved, in particular investment products; fixed telephone services; TV subscriptions; vehicle rental; and loans, credit and credit cards. There are no statistically significant decreases in score from 2012. The market for investment products may have improved in the past year as a result of the gradual stock market recovery since Iceland's previous financial crisis. In terms of performance of components for the market for investment products, there is an increase in score for expectations and trust, and a decrease in the proportions of problems. The performance improvement for fixed telephone services and TV subscriptions could be potentially driven by the rise of competitively priced bundles, selling home internet, fixed telephone and TV subscription in a single package. Recent research has found that bundling products can help strengthen and differentiate companies within the same market, bringing economic benefits to consumers.132

The only services market where Iceland performs slightly better than the EU28 average is the market for offline gambling services. However, Iceland performs worse than the EU28 average in the markets for mortgages, vehicle insurance, internet provision, cafés, bars and restaurants, fixed telephone services, real estate services, bank accounts, and home insurance. In terms of components, these markets all perform worse than the EU28 average for comparability, trust and expectations, and have higher than average proportions of complaints.

Please note that in some Member States it may be illegal, in accordance with national law, to offer online gambling services. It does not necessarily mean that the consumers do not gamble online. Therefore, the results for this market should be interpreted with care.

"Analysis of the retail market for access to the public telephone network provided at a fixed location for residential and non-residential customers". Retrieved from:

www.pfs.is/upload/files/Ml">www.pfs.is/upload/files/Ml ESA%20consultation Appendix%20A Public%20version.pdf

167

Difference with 2012

Improved most since 2012MPIComparability (Avg)Trust (Avg)Expectations (Avg)Problems

(%)
Complaints

(%)
Choice (Avg)
28Investment products5.2*0,20,80,6-5,3-5,30,4
17Fuel for vehicles4.5*0,40,90,4-2,5-2,50,0
32Fixed telephone services3.9*0,10,40,5-7,1-7,10,2
54TV-subscriptions3.6*0,60,30,4-1,9-1,90,3
58Loans, credit and credit cards3.2*0,00,50,5-3,5-3,50,1
Deteriorated most since 2012MPIComparability (Avg)Trust (Avg)Expectations (Avg)Problems

(%)
Complaints

(%)
Choice (Avg)
20Real estate services-2,9-0,1-0,2-0,29,29,2-0,1
23Vehicle maintenance and repair-1,3-0,20,0-0,10,70,7-0,3
11Large household appliances-1,3-0,20,1-0,22,12,10,2
30Vehicle insurance-1,3-0,30,00,14,64,60,4
16Second hand cars-1,2-0,20,1-0,13,33,30,1
| Difference with EU28
5Top markets (compared to EU28 Average)MPIComparability (Avg)Trust (Avg)Expectations (Avg)Problems

(°M
Complaints

(°M
Choice (Avg)
59Off-line gambling services1.1-0.6*0.5*0.5*-0.8-20.6*-1*
38Vehicle rental services0.1-0.5*00.4*-2.216*-0.3*
42Commercial sportservices-0.10.2-0.200.914.5*0.1
43Culture and entertainment-0.40.2-0.3*0.12.14.70.2
60On-line gambling services-0.6-0.8*-0.30.6*-5.6*38*-1.5*
5 Bottom markets (compared to EU28 Average)MPIComparability (Avg)Trust (Avg)Expectations (Avg)Problems

(%)
Complaints

(%)
Choice (Avg)
51Mortgages-12.5*-0.5*-1.7*-1.6*14.4*19.4*-2.2*
30Vehicle insurance-11.4*-1.9*-1.2*-1*6.8*21.1*-2*
1Fruit and vegetables-10.7*-1.8*-0.9*-0.7*13.3*-3.4-1.8*
34Internet provision-10.1*-1.2*-0.9*-0.6*17.2*9.6*-1.6*
41Cafés, bars and restaurants-7.5*-1.6*-0.8*-0.3*212.1*-0.2

168

Annex III - Market names

Market nameDefinition
Airline ServicesAirlines
Alcoholic Beverages *Spirits, wine, beer (excluding drinks in cafés, bars and restaurants).
Books, Magazines and NewspapersBooks, magazines, newspapers, stationary, periodicals (excluding postal delivery).
Bread, Cereals, Rice and PastaFood — bread and cereals, rice flour, bakery products, pizzas, pasta.
Cafés, Bars and RestaurantsRestaurants and bars, cafés, brasseries, caterers, takeaways, pubs, mobile food vendors, night clubs, discotheques, other.
Clothing and FootwearClothing (including tailor-made goods) and footwear, children's clothing, women's clothing, men's clothing, sportswear, hats, clothing material, furs, protective clothing, handbags and accessories, children's footwear, women's footwear, men's footwear, sports footwear, other.
Cultural & Entertainment ServicesTheatres, cinemas, museums, zoos, amusement parks, ticket-selling services, other.
Current Bank Accounts *Current accounts, debit cards.
Dairy Products **Milk, cheese, yoghurt, cream, etc.
Electricity ServicesElectricity.
Fixed Telephone ServicesFixed telephone services, telecom provision, other.
Fruit and VegetablesFood — fruit and vegetables.
Fuels *Fuels for vehicles, petrol and diesel.
Furniture and FurnishingsUpholstered furniture, non-upholstered furniture, beds and mattresses, kitchen furniture, fitted furniture, bathroom fittings, antiques, leather furniture, cots, high chairs, other nursery furniture, garden furniture, other, floor coverings (carpets, mats and rugs, laminates, ceramics, wood, linoleum, underlay, other), household textiles (bedding, cushions, curtains and blinds, furniture fabrics, other), glassware, tableware and household utensils (crockery, cooking and dining utensils, glassware, other).
Gas ServicesGas
Glasses and Lenses **Glasses, lenses, sunglasses, etc.
Holiday AccommodationHotels and other holiday accommodation (e.g. bed & breakfast, youth hostel), caravan sites, camp sites.
Home InsuranceDwelling insurance.
House & Garden Upkeep ProductsHouse maintenance and improvement goods, DIY materials (excluding paint and wall coverings), paint, wall coverings, fencing, sheds, power tools (e.g. drills, chainsaws), nonelectrical tools, gardening equipment/tools (non-electrical), lawn mowers, others.
House & Garden Upkeep ServicesHouse maintenance and improvement services, roofing, decorator services, plumbers and plumbing, floor covering/fitting, central heating (installation and service), electrical services and installations, bricklayers, carpenters, painters, glaziers, iron-mongers, gardeners, tree-surgeons, tarmacking and paving, fitted kitchens, insulation, burglar alarms, wall coating, damp proofing, solar heating, guttering, chimney sweeps, replacing doors, fitting bathrooms, swimming pools, other.

169

Market nameDefinition
ICT ProductsInformation Communication Technology (ICT) goods, personal computers, self-built computers, computer accessories, printers and scanners, games consoles, portable games players, computer software, computer software upgrades, laptops, notebooks and tablet PCs, PDAs and smart phones, mobile phone devices, fixed phone devices, modems, decoders, other.
Internet ProvisionInternet provision.
Investments, Pensions, SecuritiesBanking investments, private pensions and securities, packaged investments, portfolio and fund management, private personal pensions, stock broking and derivatives.
Large Household AppliancesLarge domestic appliances, electronic cookers, fridges and freezers, washing machines, tumble dryers, washer-dryers (combined), dishwashers, space heaters, fixed heaters, vacuum cleaners, microwave ovens, sewing machines, portable heating appliances, other.
Legal and Accountancy Services

**
Lawyers, legal advice, accountants, tax advisors, auditors, other.
Leisure Goods *Musical instruments, toys, games (non-digital), CDs, DVDs, audio and video tapes, computer and video games, hobby goods (e.g. stamps, model cars, etc.), not including players for CDs, DVDs, game-consoles, etc.
Life Insurance **Private life-insurance that provides financial benefits to a designated person upon the death of the insured, including endowment insurance and annuities.
Loans and Credit CardsLoans, banking-credit, credit cards, store cards, consumer credit, revolving credit.
Meat and Meat ProductsLamb, veal, pork, beef, poultry, goats' meat, mutton, other.
Mobile Telephone ServicesMobile telephony services, telephone provision, text messages, other.
Mortgages **Banking — mortgages.
New CarsNew cars.
Non-Prescription MedicinesOver-the-counter medication.
Non-Alcoholic Beverages*Coffee, tea, cocoa, mineral waters, soft drinks, fruit and vegetable juices (excluding drinks in cafés, bars and restaurants).
Offline gambling and lottery services***Gambling and betting involving monetary value provided at a physical location - lotteries, casino games, poker games, bingo, sports betting (including horse and dog racing).
Online gambling and betting services***Gambling and betting involving monetary value provided by electronic means or any other technology such as mobile phones, digital TV - lotteries, casino games, poker games, bingo, sports betting (including horse and dog racing).
Other Electronic ProductsElectronic goods (non-ICT/recreational) DVD players-recorders, VCRs, TVs, CDs, hi-fi media players, non-portable CD, portable radios, cameras, video cameras. Photographic equipment, CDs (blank), DVDs (blank), audio and video tapes (blank), other.
Package Holidays & ToursPackage travel and tours, other.
Personal Care ProductsToiletries and electrical appliances, cosmetics, toiletries (including nappies), wigs, hair-care products, perfumes, electric razors and hair trimmers, hair dryers, curling tongs and styling combs, other.
Personal Care Services *Hairdressers, diet clubs/centres, beauty treatments, hair therapy, cosmetic therapy, nail-care services, spas, saunas, hammams.
Postal ServicesCorrespondence packages, express mail, periodical publications, issuance and sale of postage stamps.

170

Market nameDefinition
Real Estate Services *Real estate agents and letting agents.
Second-Hand CarsSecond-hand cars.
Small Household AppliancesSmall domestic household appliances, food-processing appliances, coffee machines, irons, toasters, grills, other.
Sport and Leisure ServicesHealth clubs and gyms, sports facilities, sports instructors (not including not-for profit, sports clubs or activities run on a non-profit basis by volunteers and such).
Train ServicesRailways.
Tram, Local Bus & Metro ServicesTram, local bus, metro and underground.
TV Provision **TV subscriptions (not TV licence fees), cable TV network subscriptions, satellite TV subscriptions, Digital Terrestrial Television subscriptions, telephone network/modem/internet/TV subscriptions and other such services with an ongoing contract (subscription), not including licence fees for public service channels.
Vehicle InsuranceInsurance - transport,(car, other road vehicles boat, aircraft)
Vehicle Rental ServicesCar rental, motorcycle rental, van rental, caravan rental, boat rental, other rental.
Vehicle Upkeep & Repair ServicesMaintenance and repair of vehicles and other transport, franchise garage or dealer, independent garage, road assistance, other.
Water ProvisionWater provision.

(*) The definition of these markets was amended slightly in 2011. (**) These markets are either new or not comparable with 2010. (***) These markets are not comparable with 2012.

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