Special Eurobarometer 398 INTERNAL MARKET REPORT

Transcription

1 Special Eurobarometer 398 INTERNAL MARKET REPORT Fieldwork: April - May 2013 Publication: October 2013 This survey has been requested by the European Commission, Directorate-General Internal Market and Services and co-ordinated by Directorate-General for Communication. This document does not represent the point of view of the European Commission. The interpretations and opinions contained in it are solely those of the authors. Special Eurobarometer 398 / Wave TNS Opinion & Social

2 Special Eurobarometer 398 Internal Market Conducted by TNS Opinion & Social at the request of the European Commission, Directorate-General Internal Market and Services Survey co-ordinated by the European Commission, Directorate-General for Communication (DG COMM Research and Speechwriting Unit) 1

3 TABLE OF CONTENTS INTRODUCTION... 4 EXECUTIVE SUMMARY... 6 I. CROSS BORDER ONLINE SHOPPING Experience and frequency of online shopping Experience of online shopping Frequency of online shopping Tools for shopping online Digital purchases Physical online purchases Problems with shopping online Problems experienced with online shopping Other issues with cross border online shopping Barriers to online shopping Reasons for not shopping online Improvements to the delivery process Consumer confidence Assessing trustworthiness of online retailers Lack of trust in online retailers Reasons for lack of trust in online retailers II. FREE MOVEMENT OF WORKERS AND REGULATED PROFESSIONALS Cross border working Experience of working in another Member State Whether people would consider working in another Member State Reasons why people would consider working abroad Reasons why people would not consider working abroad

4 2. Regulated professions Medical professionals Professionals like accountants, architects, lawyers or tax advisors Hairdressers Professionals like plumbers, builders or electricians Attitudes towards traineeships and qualifications III. FINANCIAL CRISIS How informed people feel about thecauses of the current crisis The level of confidence Attitudes to the banking sector Restriction on deposits Measures to restrict deposits Importance of security CONCLUSIONS Cross border online shopping Free movement of workers and regulated professionals Financial crisis ANNEXES Technical specifications Questionnaire Tables 3

5 INTRODUCTION The Internal Market 1 is a cornerstone of the European Union. First introduced in 1993, its purpose was to break down barriers between individual Member States and, in doing so, to create four freedoms across the EU: the free movement of people; the free movement of capital; the free movement of goods; and the freedom to provide services. Through these freedoms, the EU has been able to further integration, to deliver economies of scale, and to improve the opportunities available to European citizens. By the EU s own admission, the Internal Market remains an ongoing project. While many barriers to integration have been removed since 1993, some obstacles still remain, especially in the provision of services. The barriers remain higher in some Member States than in others. By assessing public perceptions of these outstanding obstacles, this survey aims to contribute to their eventual removal. The main objectives of this study are to examine experiences of and attitudes towards cross border online shopping; experience of cross-border work; attitudes towards regulated professions; and attitudes towards the financial crisis. Where possible, the results of this survey are compared with those of a 2011 Special Eurobarometer study of the Internal Market, to help highlight possible trends in experiences and attitudes. However, this previous survey was different in terms of the issues covered and the individual questions; comparisons are therefore restricted to a small number of questions. This survey was carried out by TNS Opinion & Social network in the 27 Member States of the European Union, as well as in Croatia, between 26 April and 14 May, In total, 27,563 respondents from different social and demographic groups were interviewed faceto-face at home in their mother tongue on behalf of the European Commission. The methodology used is that of Eurobarometer surveys as carried out by the Directorate- General for Communication ( Research and Speechwriting Unit) 2.. A technical note on the manner in which interviews were conducted by the Institutes within the TNS Opinion & Social network is appended as an annex to this report. Also included are the interview methods and confidence intervals 3. 1 Further information on the Internal Market can be found at The results tables are included in the annex. It should be noted that the total of the percentages in the tables of this report may exceed 100% when the respondent has the possibility of giving several answers to the question. 4

6 Note: In this report, countries are referred to by their official abbreviation. The abbreviations used in this report correspond to: ABBREVIATIONS BE Belgium LV Latvia CZ Czech Republic LU Luxembourg BG Bulgaria HU Hungary Denmark MT Malta DE Germany NL The Netherlands EE Estonia AT Austria EL Greece PL Poland ES Spain PT Portugal FR France RO Romania IE Ireland SI Slovenia IT Italy SK Slovakia CY Republic of Cyprus* FI Finland LT Lithuania SE Sweden UK The United Kingdom HR Croatia**** EU27 European Union 27 Member States EU15 NMS12 BE, IT, FR, DE, LU, NL,, UK, IE, PT, ES, EL, AT, SE, FI** BG, CZ, EE, CY, LT, LV, MT, HU, PL, RO, SI, SK*** * Cyprus as a whole is one of the 27 European Union Member States. However, the acquis communautaire has been suspended in the part of the country which is not controlled by the government of the Republic of Cyprus. For practical reasons, only the interviews carried out in the part of the country controlled by the government of the Republic of Cyprus are included in the CY category and in the EU27 average. ** EU15 refers to the 15 countries forming the European Union before the enlargements of 2004 and 2007 *** The NMS12 are the 12 new Member States which joined the European Union during the 2004 and 2007 enlargements **** The findings of the survey have been analysed firstly at EU level and secondly by country. At an EU level the results are based on the 27 Member States. Croatia joined the EU on the 1st July 2013 after the fieldwork for this Eurobarometer was completed. It is therefore not included at the overall EU level, but is shown in the country-level analyses. * * * * * We wish to thank all the people interviewed throughout Europe who took the time to participate in this survey. Without their active participation, this survey would not have been possible. 5

7 EXECUTIVE SUMMARY Cross-border online shopping Almost half of EU citizens (45%) say they have shopped online in the last 12 months. Most online shopping is from sellers located inside citizens own country (40% of EU citizens), rather than in another EU Member State (11% of EU citizens) or a country outside the EU (6% of EU citizens). 16% shop online more than once a month from a seller located inside their own country, while this is lower for shopping from a seller located in another EU country (6%). The most common digital purchases are tickets for travel (30%) and for events (23%), as well as accommodation bookings (24%). Clothes or shoes (48%) are the most common online purchases for physical delivery. Most problems with online shopping concern product delivery, most commonly a delivery at home when nobody was there (15% from a seller located inside their own country, 10% from another EU country) or a delay in the delivery (13% and 12% respectively). When thinking about online shopping from sellers located in their own country, 37% prefer buying in shops and 33% state they don t need to. Cheaper delivery prices (19%) are the main improvement that would encourage more online shopping from sellers located in other EU Member States. In order to assess whether an online retailer s website is trustworthy, 55% of EU citizens say they always stick to the websites of well-known brands, while 44% always check online reviews, and 41% always check for accreditation with a trust mark label or logo. In the last 12 months, 15% of EU citizens say they have considered buying online but then changed their mind because they did not trust the online retailer. Negative online reviews (34%) and lack of familiarity with the online retailer (28%) are the main reasons. Experience of cross-border work In total, 9% of EU citizens have worked in another Member State, including 2% who are doing so currently. One in four (25%) say they would consider working in another EU country in the next 10 years. Gaining a better salary is the main reason for wanting to work in another EU country (50%), followed by better professional development or career opportunities (28%) and not being able to find a job in their own country (also 28%). 6

8 Family or personal reasons are still the main barrier to working in another EU Member State (47%), followed by not being willing to live or work in another country (32%) and language barriers (20%). Regulated professions The most criteria for assessing a medical professional are reputation and years of experience (51% and 46% respectively say these criteria are very ), while the country where qualifications were obtained is the least of four possible criteria (31% say this is very ). A similar pattern applies to other professions, although fees are of greater importance when assessing a professional like an accountant, architect, lawyer or tax advisor (46% very ), a professional like a plumber, builder or electrician (44%) or a hairdresser (31% very ). A minority of EU citizens say that it is totally justified that there are legal requirements for completing traineeships or achieving certain specific qualifications in relation to real estate agents (35%) or hairdressers (24%). For professions in relation to law and accountancy (62%) and design and building professions (53%), the majority of EU citizens perceived that it is justified that there are legal requirements for completing traineeships or achieving certain specific qualifications. Economic and financial crisis More than half of EU citizens feel at least fairly well informed about the causes of the financial and economic crisis (54%), although 35% do not feel very well informed and 10% not at all informed. Confidence in various institutions and organisations has decreased as a result of the financial and economic crisis; for example 64% say their confidence in national authorities has decreased, and 63% say the same about the financial industry. Most EU citizens (74%) say that banks should be restricted in terms of how they invest the deposits that they receive. The two most favoured restrictions are tougher supervision (66%) and making banks and their managers directly responsible for all losses (62%). The majority (78%) would prefer to stay secure rather than to switch their deposits to another bank offering higher interest rates (14%) if they had no information about this bank s financial situation. 7

9 I. CROSS BORDER ONLINE SHOPPING The first part of the report examines the experiences and attitudes of EU citizens in relation to cross border online shopping. Specifically, it covers their experience of online shopping, problems they have encountered, barriers to online shopping and their confidence and trust in online retailers. 1. EXPERIENCE AND FREQUENCY OF ONLINE SHOPPING This section examines the prevalence of online shopping among EU citizens, the devices they have used, and the products and services that they have purchased Experience of online shopping - Most online shopping is from sellers located inside citizens own country - Almost half of EU citizens (45%) say they have purchased any products or services online in the last 12 months 4. In most cases, purchases take place inside respondents own country: 40% have made purchases from a seller located in their own country, while 11% have purchased products or services from a seller based in another EU country, and 6% from countries outside the EU. MULTIPLE ANSWERS POSSIBLE All respondents (n=26,563 in EU27) 4 QA1a: During the past 12 months, did you purchase any products or services online from? Possible answers: a seller located in (OUR COUNTRY); a seller located in another EU Member State; a seller located in another country outside the EU; you did not make any online purchases; purchased online but do not know where the seller was located (SPONTANEOUS); don t know. 8

10 Overall, online shopping is more prevalent among EU15 citizens than among NMS12 citizens (50% compared with 30%). This difference also applies when looking specifically at purchases from other EU countries (12% of EU15 citizens compared with 4% of NMS12 citizens) and from countries outside the EU (7% compared with 2%). The overall proportion of online shoppers is highest in Sweden (79%), Denmark (76%) and Netherlands (75%). However, people in Luxembourg are most likely to make online purchases from sellers based in other EU countries (50%), with high figures also seen in Denmark (36%), Malta (36%), Ireland (34%) and Austria (31%). The overall proportion of online shoppers is lower in Croatia (16%) than in any other EU country. Proportions are also low in Portugal (18%), Bulgaria (21%), Romania (23%), Greece (24%) and Hungary (25%). Some of these countries also have the lowest proportions who make online purchases from other EU countries: Romania (2%), Poland (2%), Hungary (3%) as well as Portugal (4%).To a large extent, these variations reflect the levels of internet use at home in different countries. For example, daily internet use is most prevalent in Denmark, Sweden and Netherlands (the same countries that have the highest proportions of online shoppers), and is lowest in Portugal, Greece and Romania (which are among the countries with the lowest proportions of online shoppers). Daily internet use is also more common in EU15 countries than in NMS12 countries 5. 5 D62.1: Could you tell me if? You use the Internet at home, in your home Possible answers: Everyday/ Almost every day; Two or three times a week; About once a week; Two or three times a month; Less often; Never; No Internet access (SPONTANEOUS). 9

11 MULTIPLE ANSWERS POSSIBLE All respondents (n=26,563 in EU27) The prevalence of online shopping is strongly linked with frequency of internet use. The majority of people who use the internet every day have made online purchases in the last 12 months (70%), but this is much lower among those who use the internet often or sometimes (32%). Similarly, daily internet users are much more likely to make online purchases from other EU countries (18%), compared with those who use the internet often or sometimes (4%). Men are more likely than women to shop online (49% compared with 42%), while the proportion gets lower with age (between 58% and 62% among those aged 15-39, falling to 25% of those aged 55 or over). 10

12 Online shopping is also more common among: those who ended their education at a later stage (66% of those who ended their education at the age of 20 or above, falling to 16% of those who ended their education at the age of 15 or below); those in higher occupational groups (79% of managers, compared with 30% of house-persons 6 and 37% of unemployed people); and those who are higher on the social staircase (60% of those placing themselves at the high end, compared with 32% of those at the low end). Online shopping is also lower in rural areas (40% compared with 48% in small/mid-size towns or large towns (49%)). For all of these groups, the same patterns apply to online shopping generally and specifically to purchases from different countries (i.e. from inside their own country, from other EU countries and from countries outside the EU). All respondents (n=26,563 in EU27) 6 The term house-persons is used to cover survey respondents who are not currently working and describe themselves in the questionnaire as responsible for ordinary shopping and looking after the home. 11

13 1.2. Frequency of online shopping - More than one third of EU citizens shop online at least once a month from domestic sellers - When asked about online shopping from sellers located inside their own country, 16% of EU citizens say they make purchases several times a month, while 19% say they do so once a month. There are large proportions of infrequent online shoppers: 31% shop online every two to three months, and 34% less often 7. Purchases from other countries tend be less frequent than those inside citizens own countries. Whereas 35% buy online once a month or more from sellers inside their own country, this figure is lower for purchases from other EU countries (19%) or from countries outside the EU (19%). In fact, the majority of survey respondents who make purchases from other countries do so less than every three months (54% for purchases from other EU countries and 60% from countries outside the EU). Respondents who purchased products in each area (own country: n=10,756; another country outside the EU: n=1,544; another EU Member State: n=2,816) (EU27) EU15 Citizens are more likely to make frequent online purchases from inside their own country (17% several times a month), compared with NMS12 citizens (9%). However, there are nearly no differences between EU15 and NMS12 in relation to frequency of purchases from other countries, either in the EU or outside. 7 QA1b: How often did you in the last 12 months purchase products or services online from? 1) Sellers located in (OUR COUNTRY), 2) Sellers located in another country outside the EU, 3) Sellers located in another EU Member State. Possible answers: Several times a month, Once a month, Every 2-3 months, Less often, Don t know. 12

14 Caution should be used when interpreting the results for individual countries, because some of the base sizes are small. However, it can be seen that frequent domestic online shopping is most prevalent in the UK (31% several times a month). It is lowest in Greece (2%), Hungary (3%), Slovenia (3%) and Croatia (3%) 8. The highest figures for frequent online purchases from another EU member state are in Poland (37% once a month or more), Luxembourg (36%), Malta (36%) and Ireland (30%). The lowest figures are in Sweden (10% once a month or more) 9. No country analysis has been included for purchases from countries outside the EU, as the number of respondents is too small. There are few socio-demographic variations in relation to frequency of domestic online shopping. People who use the internet every day are more likely to shop online several times a month (17%) compared with those who use the internet often or sometimes (8%), while managers (21%) and self-employed people (19%) are more likely to do so than those in other occupational groups. For online shopping from sellers located in other countries, there is no difference according to frequency of internet use. However, men are more likely than women to make purchases at least monthly from other EU countries (22% compared with 16%) or from countries outside the EU (21% compared with 16%). Frequency of online shopping from other countries is higher among self-employed people (29% at least monthly from other EU countries and 32% from countries outside the EU) than among other occupational groups. Frequency is lower among those aged 55 or over (14% at least monthly from other EU countries and 13% from countries outside the EU) For online shopping from a seller located in the same country, base sizes are less than 100 in Malta (32), Cyprus (35), Luxembourg (50), Croatia (87) and Portugal (90). Countries with a base size of less than 50 (Cyprus and Malta) are excluded from this commentary. 9 For online shopping from a seller located in another EU country, base sizes are less than 100 in Romania (19), Poland (20), Hungary (32), Portugal (43), Czech Republic (49), Bulgaria (50), Croatia (58), Italy (63), Greece (72), Spain (86) and Lithuania (87). Countries with a base size of less than 50 (Romania, Poland, Hungary, Portugal and Czech Republic) are excluded from this commentary. 10 For the sub-groups mentioned in this paragraph, sample sizes are relatively small (between 206 and 1,675 respondents at EU level). 13

15 1.3. Tools for shopping online - A laptop or desktop computer are the main tools used for online shopping - If respondents purchased products or services online, either from a seller located inside their own country or from another EU member state, they were asked which devices they used 11. EU citizens are most likely to use a laptop (62%) or desktop computer (45%) when making online purchases, while 15% use a smartphone and 14% a tablet. MULTIPLE ANSWERS POSSIBLE Respondents who purchased products or services online from sellers located in their own country or in another EU Member State (n=11,220 in EU27) The proportions using a desktop computer are similar between citizens in EU15 countries (44%) and NMS12 countries (47%). However, EU15 citizens are more likely than NMS12 citizens to use a laptop (63% compared with 54%), a tablet (16% compared with 4%) and a smartphone (16% compared with 6%). Use of a desktop computer for online purchases is highest in Hungary (67%), Bulgaria (58%), Romania (58%), Luxembourg (56%), Slovenia (55%) and Croatia (55%). It is lowest in Cyprus (26%) and Ireland (22%). 11 QA11: When you purchase products or services online in (OUR COUNTRY) or in another EU Member State, which of the following do you use? (SHOW CARD READ OUT). Possible answers: A desktop computer, A laptop, A tablet, A smartphone, Other (SPONTANEOUS), None (SPONTANEOUS), Don t know. 14

16 The proportions using a laptop are highest in Cyprus (83%), Ireland (77%) and Denmark (74%). Denmark also has a high proportion that use a tablet (23%) or a smartphone (26%), with use of these devices also high in the UK (26% use a tablet and 27% a smartphone) and Sweden (23% for each device). Luxembourg and Netherlands also have high proportions using a tablet (23% and 22% respectively). Use of a laptop for online purchases is relatively low in Hungary (30%), Romania (42%), Italy (45%) and Czech Republic (47%). Only a small proportion of people use a tablet or smartphone in Greece (1% use a tablet and 4% a smartphone), Hungary (3% for each device) and Romania (2% use a tablet and 4% a smartphone). In addition, people in Poland (3%), Croatia (3%), Bulgaria (4%) and Czech Republic (4%), are unlikely to use a tablet, while just 2% of people in Portugal use a smartphone for online purchases. Looking at socio-demographic variations, there are differences by age in the use of different devices. Older people are more likely than younger people to use a desktop computer (57% of those aged 55 or over, falling to 34% of those aged 15 to 24), but are less likely to use a laptop (49% of those aged 55 or over, rising to 68% of those aged 15 to 24), or a smartphone (4% of those aged 55 or over, rising to 21% of 15 to 24 year olds). The figures for use of a tablet are similar by age. Those who finished their education at a later stage (aged 20 or over) are more likely to use a laptop (65% compared with 49% of those ending education by the age of 15 or below), a tablet (18% compared with 9%) and a smartphone (15% compared with 9%). In addition, use of a tablet is higher among those who place themselves at the high end of the social staircase (18% compared with 9% of those at the low end) and among managers (25% compared with no more than 15% of those in other occupational groups). Men are more likely than women to use a desktop computer for online purchases (49% compared with 40%), and are also more likely to use a tablet (16% compared with 12%) and a smartphone (17% compared with 12%). The proportions using a laptop are similar (61% of men, 63% of women). Daily internet users are more likely than those who use the internet often or sometimes to buy online using a laptop (63% compared with 54%), a tablet (15% compared with 6%) and a smartphone (16% compared with 8%), while the proportions are the same for the use of a desktop computer (45%). 15

17 1.4. Digital purchases - Tickets and accommodation bookings are the most common digital purchases - If EU citizens had purchased products or services online in the last 12 months, either from sellers located inside their own country or from those based in other EU countries, they were shown a list of products or services, and asked which they had purchased and had delivered to them digitally 12. EU citizens are most likely to make digital purchases for tickets and bookings: 30% have purchased travel tickets in the last 12 months, while 24% have made accommodation bookings and 23% have purchased tickets for events such as concerts. One in six (16%) have purchased and downloaded music, while 13% have downloaded smartphone applications, 13% computer software and 11% games. Other digital products or services include reading material such as magazines, newspapers, e-books or audiobooks (11%), films (10%), telecommunication services (8%) and financial or insurance services (6%), while 7% of respondents spontaneously mention another type of service or product. Around one in three (32%) say that they have not purchased any of the listed products for digital delivery. MULTIPLE ANSWERS POSSIBLE Respondents who purchased products or services online from sellers located in their own country or in another EU Member State (n=11,220 in EU27) 12 QA9: In the last 12 months, have you purchased any of the following products or services online in (OUR COUNTRY) or in another EU Member State which were delivered to you digitally (e.g. by , download, streaming, etc.)? Possible answers: Music; Films; Magazines, newspapers, e-books or audiobooks; Financial or insurance services; Computer software; Telecommunication services (e.g. TV, Internet, phone); Accommodation bookings (e.g. hotels); Travel tickets (e.g. trains, flights); Tickets for events (e.g. concerts); Games; Smartphone applications; Other (SPONTANEOUS); None (SPONTANEOUS); Don t know. 16

18 There is a broad division between citizens in EU15 countries and those in NMS12 countries. The proportions that say they have purchased the various products or services digitally are consistently higher among EU15 citizens than among NMS12 citizens. The difference is greatest for travel tickets (33% compared with 13%), accommodation bookings (26% compared with 12%) and tickets for events (25% compared with 12%). Specifically, three countries stand out as having large proportions of citizens buying the various products and services digitally: Denmark, Luxembourg and Sweden. The figures in Denmark are particularly high for tickets for events (47%) and smartphone applications (40%), while people in Luxembourg are most likely to buy magazines, newspapers, e-books and audio books online (24%). Sweden has the highest figures for travel tickets (59%) and accommodation bookings (46%). In addition, the proportion that buys music digitally is highest in the UK (28%). As noted above, lower figures tend to be seen in NMS12 countries. The lowest figures are seen in Estonia for buying music (4% -same levels in Slovenia and Slovakia), computer software (4%) and films (3%), while Hungary also has the lowest figure for computer software (4%), as well as for smartphone applications (2%). Romania has the lowest proportions for tickets for events (5%) and games (3%), while the proportions who buy travel tickets (8%) and reading material (4%) are lowest in Poland. The proportion that say they have not purchased any of the listed products or services digitally is highest in Croatia (57%). In particular, the proportions who buy films online (2%) and travel tickets (15%) are relatively low in Croatia. 17

19 MULTIPLE ANSWERS POSSIBLE Respondents who purchased products or services online from sellers located in their own country or in another EU Member State (n=11,220 in EU27) Men are more likely than women to have purchased most of the various products and services digitally; for example, 18% of men have purchased computer software, compared to 7% of women. The figures are very similar for tickets (for both travel and events) and accommodation bookings. Younger people are more likely than older people to have purchased music, films and games to download. For example, 18% of people aged have purchased games, falling to 4% of those aged 55 or over. People aged 55 or over are also less likely to have purchased smartphone applications (6% compared with at least 13% in other age groups). By contrast, younger people (aged 15-24) are less likely to have purchased 18

20 accommodation bookings (12%) and travel tickets (22%) than people aged 25 or over. For the other types of products and services, the figures are similar by age group. People who are more highly qualified are more likely to have purchased the various products and services digitally. This is most pronounced in relation to tickets for events, travel tickets and accommodation bookings. For example, 38% of those who ended their education at the age of 20 or over purchased travel tickets digitally, compared with 23% of those who ended education between the ages of 16 and 19, and 25% who ended education by the age of 15 or below. Tickets and accommodation bookings are also more likely to be purchased digitally by those who are higher on the social staircase and by managers and self-employed people. For example, the proportion who have purchased accommodation bookings is 35% for managers and 36% for self-employed people, compared with no more than 29% in other occupational groups. Similarly, 32% of people who place themselves at the high end of the social staircase have booked accommodation digitally, compared with 16% of those at the low end. Figures also tend to be lower in rural areas. For example, 25% of those in rural areas have purchased travel tickets digitally, compared with 30% in small or mid-size towns and 36% in large towns. People who purchase products and services from other countries, particularly those outside the EU, are more likely to buy the various items digitally. For example, the proportion who purchase computer software is 26% among those who buy online from outside the EU, 19% among those buy from other EU countries, and 13% among those who buy online from sellers located inside their own country. People who use the internet every day are more likely to purchase all of the various products and services digitally, compared with those that use the internet often or sometimes. 19