BUSINESS-TO-BUSINESS ALTERNATIVE DISPUTE RESOLUTION IN THE EU

Flash Eurobarometer BUSINESS-TO-BUSINESS ALTERNATIVE DISPUTE RESOLUTION IN THE EU REPORT Fieldwork: March-April 22 Publication: November 22 This survey has been requested by Directorate-General for Justice and co-ordinated by Directorate- General for Communication (DG COMM Research and Speechwriting Unit). This document does not represent the point of view of the European Commission. The interpretations and opinions contained in it are solely those of the authors. Flash Eurobarometer - TNS Political & Social

FLASH EUROBAROMETER Alternative Dispute Resolution Flash Eurobarometer Business-to-business Alternative Dispute Resolution in the EU Conducted by TNS Political & Social at the request of Directorate-General for Justice Survey co-ordinated by Directorate-General for Communication

FLASH EUROBAROMETER Alternative Dispute Resolution TABLE OF CONTENTS INTRODUCTION... 4 MAIN FINDINGS... 7. DISAGREEMENT/DISPUTE RESOLUTION IN THE EU... 9.. The means used by companies to resolve disagreements/disputes... 9.2. Use of ADR relative to use of court... 3.3. Frequency of use of court/adr in the last three years... 6.3.. Use of a court or of ADR for a disagreement/dispute with a company located in their country... 7.3.2. Use of a court or ADR for a disagreement/dispute with a company located outside their country... 9 2. THE EXPERIENCE OF DISAGREEMENT/DISPUTE RESOLUTION IN THE EU2 2.. The level of satisfaction with the experience of the court system and of ADR 2 2... Duration of the procedure... 22 2..2. Cost of the procedure... 24 2..3. Personal effort required... 26 2..4. Ease of the procedure... 28 2.2. Reasons for not using a means of dispute resolution... 3 2.2.. Reasons for not going to court... 3 2.2.2. Reasons for not using an ADR scheme resulting in a binding decision (arbitration style ADR)... 34 2.2.3. Reasons for not using an ADR scheme aiming for an amicable agreement (mediation style ADR)... 37 2.3. The average amount in disagreement/dispute regarding the last problem encountered with another business... 4 2.4. The total amount spent the last time you used... 43 2.5. The duration of court/adr procedures... 45 2.5.. Domestic disputes resolved in court... 46 2.5.2. Cross-border disputes resolved in court... 47 2.5.3. Domestic disputes resolved via an ADR scheme that resulted in a binding decision (e.g. arbitration)... 47 2.5.4. Cross-border disputes resolved via an ADR scheme that resulted in a binding decision (e.g. arbitration)... 47 2.5.5. Domestic disputes resolved via an ADR scheme that aimed for an amicable agreement (e.g. mediation)... 48 2.5.6. Cross-border disputes resolved via an ADR scheme that aimed for an amicable agreement (e.g. mediation)... 49 2

FLASH EUROBAROMETER Alternative Dispute Resolution 3. RESOLUTION OF FUTURE DISAGREEMENTS/DISPUTES... 5 3.. Willingness to use the different means of dispute resolution... 5 3... A court... 52 3..2. An ADR scheme that results in a binding decision (e.g. arbitration). 54 3..3. An ADR scheme that aims for an amicable agreement (e.g. mediation)... 56 3.2. Willingness to pay for ADR services... 58 3.3. The important aspects when considering using ADR... 6 3.4. The preferred ways to receive information about ADR... 64 4. DISAGREEMENTS/DISPUTES ENCOUNTERED BY COMPANIES IN THE EU68 4.. Proportion of companies that have encountered a disagreement or dispute... 68 4.2. Average number of disagreements/disputes encountered in the last three years... 7 4.2.. With companies in the same country... 72 4.2.2. With companies in other EU countries... 74 4.2.3. With companies outside the EU... 74 4.3. Proportion of unresolved disagreements/disputes... 75 4.3.. With companies in the same country... 75 4.3.2. With companies outside their country... 78 3

FLASH EUROBAROMETER Alternative Dispute Resolution INTRODUCTION Since adopting two Recommendations on Alternative Dispute Resolution (ADR) in 998 and 2 and publishing a Green Paper in 22 the European Commission has maintained a strong interest in promoting ADR as a means to provide cheap, quick and easy access to justice 2. Much of the work on ADR has focussed on business-to-consumer relations. This is true for the Recommendations of 998 and 2 and also for the proposals on consumer ADR and consumer online dispute resolution (ODR) that have been adopted by the European Commission on 25 November 2 and are currently under negotiation in the European Council and in the European Parliament. 3 A general horizontal approach has been chosen for Directive 28/52 on certain aspects of mediation. 4 This survey was designed to explore the experiences of EU companies in business-to-business dispute resolution, and their attitudes to the different methods available for dispute resolution. Specifically the survey was designed to: Measure the use of court and ADR schemes by companies, particularly SMEs to resolve business-to-business disputes/disagreements; Analyse the overall experience of businesses with the court system and with ADR schemes; Help understand, how ADR can help SMEs to resolve their disputes with other companies, especially in cross-border situations. The findings of this survey have been analysed firstly at EU level and secondly by country, where sample sizes allow. To provide greater insight, where possible the results have also been analysed by company size, and by the sector the company operates in. For the purpose of this survey, the company size categories have been defined as follows: 5 Large enterprises are defined as companies that employ more than 25 people or have an annual turnover exceeding EUR 5 million. SMEs are enterprises employing fewer than 25 people and that have an annual turnover not exceeding EUR 5 million. Within this SME category there are three sub-categories: A micro enterprise is defined as one that employs -9 people and has an annual turnover not exceeding EUR 2 million, a small enterprise is defined as one that employs fewer than 5 people and has an annual turnover not exceeding EUR million and a medium enterprise is defined as one that employs fewer than 25 people and has an annual turnover not exceeding EUR 5 million. This report presents the results of the Flash Eurobarometer survey Business-to-Business Alternative Dispute Resolution in the EU", carried out between the 9th of March and the 4th of April 22. This survey has been requested by the EUROPEAN COMMISSION, Directorate-General for Justice. http://ec.europa.eu/consumers/redress/out_of_court/adr_recommendations_en.htm 2 http://ec.europa.eu/civiljustice/adr/adr_ec_en.htm 3 http://ec.europa.eu/consumers/redress_cons/adr_policy_work_en.htm 4 http://eur-lex.europa.eu/lexuriserv/lexuriserv.do?uri=oj:l:28:36:3:8:en:pdf 5 With reference to the Commission Recommendation of 6 May 23 concerning the definition of micro, small and medium-sized enterprises, OJ L 24, 2.5.23, p. 36 4. 4

FLASH EUROBAROMETER Alternative Dispute Resolution It is a business to business survey co-ordinated by the Directorate-General for Communication ("Research and Speechwriting" Unit). This survey covers businesses employing or more persons in the sectors of activities (except public administration, sectors N: administrative and support service activities and O: Public administration and defence). This Flash Eurobarometer was carried out by TNS Political & Social and was conducted in the 27 EU Member States. All interviews were carried using the TNS e-call center (our centralized CATI system). The sample was selected from an international business database, with some additional sample from local sources in countries where necessary. 5

FLASH EUROBAROMETER Alternative Dispute Resolution ************** The Eurobarometer web site can be consulted at the following address: http://ec.europa.eu/public_opinion/index_en.htm We would like to take the opportunity to thank all the respondents across the EU who gave their time to take part in this survey. Without their active participation, this study would not have been possible. Note ABBREVIATIONS EU27 European Union 27 Member States DK/NA Don t know / No answer BE BG CZ DK DE EE EL ES FR IE IT CY LT LV LU HU MT NL AT PL PT RO SI SK FI SE UK Belgium Bulgaria Czech Republic Denmark Germany Estonia Greece Spain France Ireland Italy Republic of Cyprus Lithuania Latvia Luxembourg Hungary Malta The Netherlands Austria Poland Portugal Romania Slovenia Slovakia Finland Sweden The United Kingdom 6

FLASH EUROBAROMETER Alternative Dispute Resolution MAIN FINDINGS Methods of disagreement/dispute resolution Only of all EU companies have ever used an ADR scheme, while 8 have used a court. Mediation style ADR schemes have been used by 9 of all EU companies while arbitration style ADR schemes have been used by 4 of all EU companies. Out of those companies that have encountered a disagreement/dispute with another company, 28 have used at least one ADR scheme, while 47 have used a court. Mediation style ADR schemes (23) have been more widely used than arbitration style schemes (). Among those 8 of EU companies that have already used a court, it was used on average 4 times in the past three years for disputes within the same country, and.7 times for disputes with companies in another country. Among those 9 of companies that already used a mediation style ADR scheme, it was used on average 2.9 times in the past three years for disputes within the same country, and.7 times for disputes with companies in another country. Among those 4 of companies that already used an arbitration style ADR scheme, it was used on average 3.3 times in the past three years for disputes within the same country, and.3 times for disputes with companies in another country. Experiences with disagreement/dispute resolution Level of satisfaction Companies are more satisfied with ADR procedures than they are with court procedures, in particular when it comes to the duration (5 vs. 2), the ease (58 vs. 3) and the costs (5 vs. 24) of the procedure. Companies are also significantly more likely to be "very satisfied" with ADR procedures than they are with court procedures. Reasons for not using court/adr The three main reasons for not using a court to resolve a disagreement/dispute are its cost (45), its duration (27) and the fear that nothing would come of it (27). The main reason for not using ADR is a lack of awareness: About one fifth of companies do not know about the existence of the procedure (mediation style ADR: 2; arbitration style ADR: 9) and another relevant group of companies (mediation style ADR: 8; arbitration style ADR: 7) does not know how to begin ADR procedures. In total, a quarter or nearly a quarter of those companies mentioned at least one of the two reasons for not using an ADR scheme (24 for an arbitration style ADR and 25 for a mediation style ADR). Other reasons for not using an arbitration style ADR scheme include; that it would be too expensive for the sum involved (22), the fear that nothing would come of it (9) and the fear to ruin the business relationship (7). Other reasons for not using a mediation style ADR scheme include; the fear that nothing would come of it (9), that it would be too expensive for the sum involved (8) and the fear to ruin the business relationship. Duration and costs of court/adr ADR schemes resolve disputes more quickly than courts. The difference between courts and mediation style ADR is very large. It took an average of 7.8 months for courts to resolve a domestic dispute, while arbitration style ADR took. months and mediation style ADR took 7.3 months. As for cross-border disputes, it took courts 5.2 months to resolve them, arbitration style ADR 8. months and mediation style ADR 5.8 months. 7

FLASH EUROBAROMETER Alternative Dispute Resolution ADR schemes resolve domestic disputes considerably more cheaply than the courts do. For disputes with another business in the same country, businesses spent an average of,5 euros when they used a court, 5,5 euros when they used an arbitration style ADR scheme and 2,7 euros when they used a mediation style ADR scheme. For disputes with a business in another country, companies spent an average of 3, euros when they used a court, 6, euros when they used a mediation style ADR scheme and 2,3 euros when they used an arbitration style ADR scheme. Future considerations about disagreement/dispute resolution A majority of companies are willing to use mediation style ADR and to a lesser degree arbitration style ADR and courts to resolve future disputes. 83 of companies that had used a mediation style ADR would do so again, 74 of companies that that had used an arbitration style ADR would do so again, while 7 of companies that had used the courts to resolve a dispute in the past said they would consider using them again. Only 7 of companies that envisaged using ADR in the future were not willing to pay for ADR services. Most companies would prefer to pay via direct fees (4) and 2 would be willing to pay via trade organisations or chambers of commerce. The three most important aspects of ADR are that it is quick to reach a solution (5), it is conducted by a mediator who has knowledge and experience in the field of the dispute (35) and that it is cheap (34). Most companies want to receive information about ADR online (6) or via trade organisations (4), while information via articles in newspapers/magazines and internet sites (24), via other businesses (2) or via advertisements in a newspaper, on television or on the radio are less popular. 8

FLASH EUROBAROMETER Alternative Dispute Resolution. DISAGREEMENT/DISPUTE RESOLUTION IN THE EU.. The means used by companies to resolve disagreements/disputes - Only of all EU companies have used ADR to resolve a dispute or disagreement with another company - Companies were asked whether they had ever used the courts or an Alternative Dispute Resolution (ADR) process to resolve a disagreement/dispute with another business. Among those companies that have experienced disagreements/disputes with other companies 47 have used courts to resolve a dispute. Just under one quarter (23) have used an ADR scheme, such as mediation, that aimed for an amicable agreement. One in ten companies () has used an ADR scheme that results in a binding decision (e.g. arbitration). Four in ten companies (4) have used neither the courts nor an ADR to resolve a dispute. 28 of companies have used at least one ADR method (i.e. mediation style ADR, arbitration style ADR or both of these ADR mechanisms) to resolve a dispute or disagreement with another company, with 5 having used both mediation and arbitration forms of ADR. Additional analysis of these results was conducted across all companies, not only those that have experienced disagreements/disputes with other businesses. In total, of companies have used at least one ADR method to resolve a dispute or disagreement with another company, while 2 have used both mediation and arbitration forms of ADR. Less than one company out of ten has used an ADR scheme that aimed for an amicable agreement (9) and only 4 have used an ADR scheme that resulted in a binding decision (e.g. arbitration). Almost one in five companies (8) have used a court to resolve a dispute. 9

FLASH EUROBAROMETER Alternative Dispute Resolution Regarding the use of court and ADR among those companies that have experienced disputes, it is interesting to see differences within the Member States. For example, at least six out of ten companies in Romania (67), Italy (64), Slovenia and the Czech Republic (both 63) say they have used a court to resolve a dispute with another company. In contrast, less than one in five companies in Finland (6) and Sweden (7) say they had used a court. Companies in Italy (48), Romania (42) and Portugal (4) are most likely to say they have used at least one ADR scheme to resolve a disagreement/dispute with another business. In contrast, only 6 of companies in Malta, and 9 of those in the UK and Spain say the same. While one in ten () of companies in Denmark say they have used both arbitration and mediation forms of ADR schemes to resolve disagreements with other businesses, no companies in the UK, Estonia or Bulgaria have done this. For more details regarding the country analysis please also refer to the charts on p., 2 and 4 of this report.

FLASH EUROBAROMETER Alternative Dispute Resolution The use of arbitration style ADR is highest in Denmark (7), Italy (5) and Poland (5) and lowest in Finland, Estonia, Austria (all 3), Malta and Sweden (). Base: All companies that have had at least one disagreement with another company (N=4,64)

FLASH EUROBAROMETER Alternative Dispute Resolution The use of mediation style ADR is highest in Portugal, Italy (both 4) and Romania (38) and lowest in the UK, Malta (both 6) and Spain (5). Base: All companies that have had at least one disagreement with another company (N=4,64) 2

FLASH EUROBAROMETER Alternative Dispute Resolution.2. Use of ADR relative to use of court The table on the next page compares the proportion of companies that said they used a court to resolve a dispute with those who said they used at least one method of ADR. A ratio has then been produced to indicate the relative likelihood of using the court or ADR. A ratio of indicates both are equally likely, a ratio of less than one indicates use of ADR was more likely, and a ratio of more than one indicates the use of a court was more likely. Across the EU the ratio is.7, indicating that companies are almost twice as likely to use a court than an ADR scheme to settle a dispute with another business. As the table shows, companies in Finland (.6), Sweden and Bulgaria (both.9) are more likely to have used at least one ADR scheme than they are to have used a court to resolve a dispute with another business. Companies in France and Denmark (both.) are slightly more likely to have used a court than ADR. At the other end of the scale, companies in Malta are almost six times as likey to have used a court than an ADR scheme (5.8). Companies in Spain (4.4) and Cyprus (3.7) are also much more likely to have used a court than an ADR scheme to resolve a dispute. 3

FLASH EUROBAROMETER Alternative Dispute Resolution Base: All companies that have had a disagreement with another company (N=4,64) This table compares the proportion of companies that said they used a court to resolve a dispute with those who said they used at least one ADR method. 4

FLASH EUROBAROMETER Alternative Dispute Resolution Considering company characteristics, the analysis illustrates a relationship between company size and the methods used to try and resolve disputes. The larger the company, the more likely it is to have used the courts and/or ADR methods to resolve disputes. For example, 74 of large enterprises have used the courts to resolve a disagreement with another business compared to 46 of SMEs. Further, half of large enterprises (52) have used at least one ADR scheme, compared to 28 of SMEs. Q4. Have you ever used the following means of resolving a disagreement/dispute with another business? (MULTIPLE ANSWERS POSSIBLE) A court An ADR scheme that resulted in a binding decision (e.g. arbitration) An ADR scheme that aimed for an amicable agreement (e.g. mediation) None of the above EU27 47 23 39 Entreprise categories SMEs 46 23 4 Large enterprises 74 27 4 2 SMEs Micro 44 8 2 43 Small 47 4 25 35 Medium 62 8 32 25 Base: All companies that have had a disagreement with another company (N=4,64) 5

FLASH EUROBAROMETER Alternative Dispute Resolution.3. Frequency of use of court/adr in the last three years Companies that have experienced disputes with other businesses were asked how often they had used the courts, ADR schemes resulting in binding decisions and ADR schemes resulting in amicable agreements to resolve these in the past three years. The results have also been analysed using all EU companies as a basis and not only those with dispute experience. Domestic disputes Cross-border disputes Base: Those who already experienced a disagreement and used the court to resolve it (n=,76) Those who already experienced a disagreement and used an ADR method aiming for an amicable agreement to resolve it (n=833) Those who already experienced a disagreement and used an ADR method resulting in a binding decision to resolve it (n=346) 6

FLASH EUROBAROMETER Alternative Dispute Resolution.3.. Use of a court or of ADR for a disagreement/dispute with a company located in their country The companies having already experienced the court or ADR for resolving disagreements with another company located in their country were asked how many times they had used each of them. Those who already used the court used it on average 4 times Those who already used an ADR scheme resulting in a binding decision used it on average 2.9 times Those who already used an ADR scheme aiming for an amicable agreement used it on average 3.3 times Additional analysis of these results was conducted across all companies, not only those who experienced the court or ADR for resolving a disagreement. Companies in general have used a court on average.6 times over the last three years. It is 2 times more than the companies saying they have used ADR aiming for an amicable agreement (.3 times on average) and 6 times more than those who said they have used an ADR resulting in a binding decision (. times on average) for a disagreement/dispute with a company located outside their country. Samples sizes were too small to perform a meaningful, statistically valid analysis either at country level or for company characteristics. 7

FLASH EUROBAROMETER Alternative Dispute Resolution Large enterprises 6 are more likely to have used a court to try and resolve a dispute in their own country when compared to SMEs (6.9* times vs. 3.9 times). Large companies are also more likely to have used mediation style ADR, and are slightly more likely to have used binding style ADR. Medium sized enterprises are more likely than small and micro enterprises to have used a court to resolve a dispute with another business in their country. They are also the most likely to have used a mediation style ADR. Small enterprises are the most likely to have used an arbitration style ADR. Companies in the retail (4.6 times) and industry (4.4 times) sectors are most likely to have used the courts to resolve a dispute with another business in their country. Manufacturing companies are more likely than those in other sectors to have used arbitration style ADR (4.3 times), while retail companies are the most likely to have used mediation style ADR (4.3 times). Q5aTT Over the last three years, how many times have you used... when trying to resolve a disagreement/dispute with another business in (OUR COUNTRY)? - Average A court An ADR scheme resulting in binding decisions (e.g. arbitration) An ADR scheme aiming for an amicable agreement (e.g. mediation) EU27 4 2.9 3.3 Enterprise categories SMEs 3.9 2.9 3.2 Large enterprises 6.9* 3.4* 5* SMEs Micro 3.3 2.4 3. Small 4.5 3.8 2.9 Medium 7.4 2.5 4.3 Sectors grouped (NACE) Manufacturing (only B2B) 3.9 4.3 3.5 Retail (only B2B) 4.6 2.9 4.3 Services (only B2B) 3.6 2.9 3. Industry (only B2B) 4.4 2.2 2.2 Base: Those who already experienced a disagreement and used the court to solve it (n=,76) Those who already experienced a disagreement and used an ADR aiming for an amicable agreement to solve it (n=833) Those who already experienced a disagreement and used an ADR resulting in a binding decision to solve it (n=346) * marking results that have to be interpreted with caution due to low bases 6 Please note that for those three question the base for large enterprises is low (n= 45, n=7 and n=23) and therefore the results should be interpreted with caution. 8

FLASH EUROBAROMETER Alternative Dispute Resolution.3.2. Use of a court or ADR for a disagreement/dispute with a company located outside their country The companies having already experienced the court or ADR for resolving disagreements with another company located outside their country were asked how many times they had experienced each of them. Those who already used the court used it on average.7 times Those who already used an ADR scheme resulting in a binding decision used it on average.3 times Those who already used an ADR scheme aiming for an amicable agreement used it on average.7 times Additional analysis of these results was conducted across all companies, not only those who experienced the court or ADR for resolving a disagreement. On average, over the last three years, companies have only used the court.5 times, an ADR scheme aiming for an amicable agreement.2 times and an ADR scheme resulting in a binding decision. times for a disagreement/dispute with a company located outside their country. Samples sizes were too small to perform a meaningful, statistically valid analysis either at country level or for company characteristics. 9

FLASH EUROBAROMETER Alternative Dispute Resolution 2. THE EXPERIENCE OF DISAGREEMENT/DISPUTE RESOLUTION IN THE EU 2.. The level of satisfaction with the experience of the court system and of ADR - Companies are more satisfied with ADR than they are with the courts - Companies that had used the courts as a means of dispute resolution and companies that had used an ADR scheme for dispute resolution were asked to express their level of satisfaction with the duration of the process, the costs, the amount of personal effort required, and the ease of the procedure. The chart below shows a summary of these results, which clearly illustrates that satisfaction levels for ADR procedures are much higher than those for the courts - in some cases, by 3 percentage points. The differences are greatest for the duration of the procedure (3 percentage points), the ease of the procedure (28 percentage points), and the cost of the procedure (26 percentage points). Base: Companies that have used the courts (N=,896) or ADR (N=,5) 2

FLASH EUROBAROMETER Alternative Dispute Resolution The results for this question were also analysed using only companies that had used both the court system and an ADR scheme for dispute resolution. As the chart clearly shows, these companies are more satisfied with ADR than with the courts for each aspect. This is particularly the case when considering the duration of the procedure - 42 of companies who had experienced both the courts and ADR said they were satisfied with the duration of the ADR procedure, while only 9 said they were satisfied with the duration of the court process. Companies are also much more satisfied with the cost and ease of ADR compared to courts. Although companies are more satisfied with the personal efforts required for an ADR procedure compared to a court procedure, the difference is relatively small compared to the other factors. Base: Companies that have used the courts and ADR (N=69) The following sections discuss these results in more detail. 2

FLASH EUROBAROMETER Alternative Dispute Resolution 2... Duration of the procedure Companies that had used a court as a means of dispute resolution and companies that had used an ADR scheme for dispute resolution were asked to rate their satisfaction with the duration of the procedure in either case. Overall, only 2 of those companies that had used courts were 'satisfied' with the duration of the procedure, while 76 were dissatisfied. Looking in more detail at the results, 44 of companies that have used court were 'very dissatisfied' with the duration of the procedure in the court, while one third (32) were 'fairly dissatisfied'. Among those companies satisfied with the duration of court procedures, 8 were 'fairly satisfied and 3 were 'very satisfied'. In contrast, 5 of companies that had used an ADR scheme said they were satisfied with the duration of the procedure and only 44 dissatisfied. Looking in more detail, one in ten (9) was 'very satisfied', and a further 42 were 'fairly satisfied', while 23 were 'fairly dissatisfied', and 2 were 'very dissatisfied'. Base: Companies that have used the courts (N=,896) or ADR (N=,5) Companies based in the Netherlands (5), Latvia (44) and Germany (38) are the most likely to say they were satisfied with the duration of their court proceeding while companies in Hungary (9), Spain (7) and Portugal (7) are the least likely to say so. 7 In Portugal, nine out of ten companies were dissatisfied with the duration of the court procedure and, of this proportion, 49 of them were 'very dissatisfied'. Statistically valid country level analysis could not be performed for ADR schemes due to small sample sizes. 7 The following countries were not included in the country level analysis due to small sample size (n 5): BE,RO,BG,FR,IE,EE,LV,CY,FI,LU,MT,UK,SE. 22

FLASH EUROBAROMETER Alternative Dispute Resolution Company characteristics analysis revealed some interesting variations for enterprises that have used the court system. Large enterprises 8 are more likely to be satisfied with the duration of a court procedure to resolve a dispute, compared to SMEs. Around one in five SMEs are satisfied with the duration of the court procedure (2) compared to 28* of large enterprises. Companies in the manufacturing and services sectors (both 25) are more likely to say they were satisfied with the duration of a court process than companies in the retail or industry sectors (7). In general there are fewer differences when comparing satisfaction with the duration of ADR proceedings. However it is striking, that micro SMEs are a lot less likely to be satisfied with the duration of an ADR procedure when compared to all other groups of companies (44 vs. 6 for small and medium sized and 66 for large enterprises) Looking at the question 9 in relation to the years of activity of a company, it is clear that companies with less than five years of activity are particularly satisfied with ADR. 7 of companies with -5 years of activity are satisfied with ADR, compared to 6 for the courts. The companies most often satisfied with the court are those with years of activity or more (26). Base: Companies that have used the courts (N=,896) or ADR (N=,5) * marking results that have to be interpreted with caution due to low bases 8 Please note that for this question the base for large enterprises is low (n= 82) and therefore the results should be interpreted with caution. 23

FLASH EUROBAROMETER Alternative Dispute Resolution 2..2. Cost of the procedure Companies that had used the courts and/or an ADR scheme as a means of dispute resolution were asked to rate their satisfaction with the cost of the chosen procedure. Overall, only 24 of those companies that had used courts were 'satisfied' with the cost of the procedure, while 67 were dissatisfied. Looking in more detail at the results, 37 of companies that used a court said they were 'very dissatisfied' with the cost of the procedure in the courts, while three in ten (3) were 'fairly dissatisfied'. This compares to 3 of companies that were 'very satisfied' with the cost of dispute resolution and a further 2 who were 'fairly satisfied'. In contrast, 5 of companies that had used an ADR scheme said they were satisfied with the cost of the procedure while only 42 were dissatisfied. One in ten (9) were 'very satisfied', and a further 4 were 'fairly satisfied'. Around one in five (22) were 'fairly dissatisfied', and 2 were 'very dissatisfied' with the cost of the ADR procedure. Base: Companies that have used the courts (N=,896) or an ADR (N=,5) At least four out of ten companies in Lithuania (46), Germany (44) and the Netherlands (42) were satisfied with the cost of the court procedure to resolve a dispute with another company. In contrast, only of companies in Italy, and 5 of those in in Portugal said they were satisfied with the cost of the dispute resolution procedure in court. Sample sizes meant that a statistically valid and meaningful country level analysis could not be performed for satisfaction with the cost of an ADR procedure. The following countries were not included in the country level analysis due to small sample size: BE,RO,BG,FR,IE,EE,LV,CY,FI,LU,MT,UK,SE. 24

FLASH EUROBAROMETER Alternative Dispute Resolution Results of the analysis of company characteristics followed the pattern of the overall results, and showed that companies are more likely to be satisfied with the cost of an ADR procedure than they are with the cost of a court procedure. Large companies are much more likely than SMEs to be satisfied with the cost of a court procedure to resolve a dispute (5* vs. 24). Large companies are also more likely than SMEs to be satisfied with the cost of an ADR procedure (72* vs. 49) Considering SMEs, medium sized enterprises are more likely than small and micro enterprises to be satisfied with the cost of a court procedure (33 vs. 22-23). Small enterprises, on the other hand, are more likely to be satisfied with the cost of an ADR procedure than micro or medium-sized enterprises (57 vs. 47). Companies in the manufacturing sector are more likely to be satisfied with the cost of a court procedure than those in the retail and industry sectors (3 vs. 22 and 9 respectively). Companies in the services sector (59) are more likely to be satisfied with the cost of an ADR procedure than those in the industry (38), manufacturing (45) or retail (49) sectors. Companies that have been operating for 6- years are the least likely to be satisfied with the cost of a court procedure (9). The longer a company has been operating, the less likely they are to be satisfied with the cost of ADR, with companies in operation for years or more the least likely to be satisfied (44). Q6 Based on your experience with the court system/adr, would you say that you were very satisfied, fairly satisfied, fairly dissatisfied or very dissatisfied with the following? Cost of the procedure (all included) Total 'Satisfied' The court system ADR EU27 24 5 Enterprise categories SMEs 24 49 Large enterprises 5* 72* SMEs Micro 22 47 Small 23 57 Medium 33 47 Sectors grouped (NACE) Manufacturing (only B2B) 3 45 Retail (only B2B) 22 49 Services (only B2B) 27 59 Industry (only B2B) 9 38 Years of activity -5 3 65 6-9 57 or more 25 44 Base: Companies that have used the courts (N=,896) or an ADR (N=,5) * marking results that have to be interpreted with caution due to low bases Please note that for this question the base for large enterprises is low (n= 82) and therefore the results should be interpreted with caution. 25

FLASH EUROBAROMETER Alternative Dispute Resolution 2..3. Personal effort required Companies that had used the courts as a means of dispute resolution, and companies that had used an ADR scheme for dispute resolution were asked to rate their satisfaction with the personal effort required in either case. Overall, 38 of those companies that had used courts were 'satisfied' with the personal effort required, while 54 were dissatisfied. Looking in more detail at the results, 32 of companies that used a court said they were 'very dissatisfied' with the personal effort of the procedure in the court, 22 were 'fairly dissatisfied'. This compares to 6 companies that were 'very satisfied' with the cost of dispute resolution and a further 43 were 'fairly satisfied'. By comparison, more than half (54) of companies that used an ADR scheme were satisfied with the personal effort required. Most of these companies were 'fairly satisfied' (43), and were 'very satisfied'. Just over one in five (22) were 'fairly dissatisfied', while 6 said they were 'very dissatisfied' with the personal effort required by the ADR procedure. Base: Companies that have used the courts (N=,896) or ADR (N=,5) Companies in Lithuania (73), the Netherlands (65), Denmark (57) and Greece (49) are most likely to say they are satisfied with the personal efforts required in the court system, while companies in Spain (35), Portugal (3) and the Czech Republic (3) are the least likely to say so. 2 Samples sizes meant that a statistically valid and meaningful country level analysis could not be performed for satisfaction with the personal effort required for ADR schemes. 2 The following countries were not included in the country level analysis due to small sample size: BE,RO,BG,FR,IE,EE,LV,CY,FI,LU,MT,UK,SE. 26

FLASH EUROBAROMETER Alternative Dispute Resolution An analysis of company characteristics once again shows some interesting variations. SMEs are less likely to be satisfied with the personal effort required by the court procedure than larger companies 3 (38 vs. 52*). A similar pattern applies for ADR schemes, with 63* of large companies satisfied with the personal efforts required, compared to 53 of SMEs. Looking at SMEs in more detail shows that small enterprises are slightly less likely than medium enterprises to be satisfied with the personal effort required for a court procedure (36 vs. 4). Small enterprises are, however, the most likely to be satisfied with the personal efforts required by an ADR procedure (65), particularly when compared to micro enterprises (49). Companies in the manufacturing sector are most likely to be satisfied with the personal effort required by the court system to resolve a dispute (46), particularly when compared to companies in the retail sector (33). Companies in the services sector are the most likely to say that they are satisfied with the personal effort required by an ADR scheme (58), especially when compared to companies in the industry (49) and manufacturing (5) sectors. Companies that have been in operation for -5 years are the most likely to be satisfied with the personal effort required for a court (43) or an ADR (67) procedure. Q6 Based on your experience with the court system/adr, would you say that you were very satisfied, fairly satisfied, fairly dissatisfied or very dissatisfied with the following? Personal efforts required Total 'Satisfied' The court system ADR EU27 38 54 Enterprise categories SMEs 38 53 Large enterprises 52* 63* SMEs Micro 38 49 Small 36 65 Medium 4 53 Sectors grouped (NACE) Manufacturing (only B2B) 46 5 Retail (only B2B) 33 55 Services (only B2B) 39 58 Industry (only B2B) 37 49 Years of activity -5 43 67 6-34 53 or more 39 5 Base: Companies that have used the courts (N=,896) or ADR (N=,5) * marking results that have to be interpreted with caution due to low bases 3 Please note that for this question the base for large enterprises is low (n= 82) and therefore the results should be interpreted with caution. 27

FLASH EUROBAROMETER Alternative Dispute Resolution 2..4. Ease of the procedure Companies that had used the courts as a means of dispute resolution, and companies that had used an ADR scheme for dispute resolution were asked to rate their satisfaction with the ease of the procedure in either the courts or via an ADR scheme. Overall, 3 of those companies that had used courts were 'satisfied' with the ease of the procedure, while 64 were dissatisfied. Looking in more detail at the results, 35 of companies that used a court said they were 'very dissatisfied' with the ease of the procedure in the courts, 29 were 'fairly dissatisfied'. This compares to 3 companies that were 'very satisfied' with the cost of dispute resolution and a further 27 were 'fairly satisfied'. In contrast, 58 of companies that had used an ADR scheme said they were satisfied with the ease of the procedure. Almost one in ten (8) were 'very satisfied', and a further 5 were 'fairly satisfied'. Around one in five (9) were 'fairly dissatisfied', and 5 were 'very dissatisfied' with the ease of the ADR procedure. Base: Companies that have used the courts (N=,896) or ADR (N=,5) Companies in the Netherlands (48), Germany and Lithuania (both 45) are more likely to say that they were satisfied with the ease of the court procedure, particularly when compared to the EU average of 3. Companies in Portugal, Spain (both ) and Hungary (3) are the least likely to express satisfaction with the ease of the court procedure. 4 Statistically meaningful country level analysis cannot be provided for ease of an ADR procedure, due to low sample sizes. 4 The following countries were not included in the country level analysis due to small sample size: BE,RO,BG,FR,IE,EE,LV,CY,FI,LU,MT,UK,SE. 28

FLASH EUROBAROMETER Alternative Dispute Resolution Company level analysis highlights a few notable differences. Large companies 5 are more likely to be satisfied with the ease of a court procedure (43*) than SMEs (3), and a similar pattern applies when considering the ease of an ADR procedure (large companies: 69*, SMEs: 57). While there is no relevant difference in the satisfaction with the ease of a court procedure, micro enterprises are less likely to be satisfied with the ease of an ADR procedure than larger SMEs (53 vs. 65 and 64) Companies in the manufacturing sector are most likely to be satisfied with the ease of a court procedure (37), followed by those companies in the services (34), retail (27) and industry (22) sectors. Companies in the services sector are most likely to be satisfied with the ease of an ADR procedure (66) compared to 57 of companies in the retail sector, 5 of those in manufacturing, and 48 of those in the industry sector. Companies that have been in operation between 6- years are the least likely to be satisfied with the ease of a court (5) or an ADR (46) procedure. Q6 Based on your experience with the court system/adr, would you say that you were very satisfied, fairly satisfied, fairly dissatisfied or very dissatisfied with the following? Ease of the procedure Total 'Satisfied' The court system ADR EU27 3 58 Enterprise categories SMEs 3 57 Large enterprises 43* 69* SMEs Micro 3 53 Small 29 65 Medium 29 64 Sectors grouped (NACE) Manufacturing (only B2B) 37 5 Retail (only B2B) 27 57 Services (only B2B) 34 66 Industry (only B2B) 22 48 Years of activity -5 36 65 6-5 46 or more 34 59 Base: Companies that have used the courts (N=,896) or ADR (N=,5) * marking results that have to be interpreted with caution due to low bases 5 Please note that for this question the base for large enterprises is low (n= 82) and therefore the results should be interpreted with caution. 29

FLASH EUROBAROMETER Alternative Dispute Resolution 2.2. Reasons for not using a means of dispute resolution - Cost is the main reason companies have not used courts, while a lack of awareness is the main issue for ADR schemes - Companies that had not used a court and/or an ADR scheme the last time they had a disagreement/dispute were asked for the reasons why. In the case of the courts 45 considered the cost too high given the sum of the dispute, 27 said it would take too long, another 27 that they thought nothing would come out of it and 25 that they did not want to ruin the business relationship. As to the ADR schemes, a lack of awareness is the most important reason why they are not used: 2 said they did not know about the existence of mediation style ADRs and 8 said they did not know how to begin the procedure. As for arbitration style ADR, 9 did not know about its existence and 7 said they did not know how to begin the procedure. In total, a quarter or nearly a quarter of those companies mentioned at least one of these two reasons for not using an ADR scheme (24 for an arbitration style ADR and 25 for a mediation style ADR). Other reasons why companies do not use ADR schemes are the cost of the procedure relative to the sum of the dispute (22 for arbitration style ADR, 8 for mediation style ADR), the fear that nothing would come out of it (9 for both) and the fear of ruining the business relationship (7 for both). Base: All companies that have had a disagreement with another company (N=4,64) These results are discussed in more detail in the following sections. 3

FLASH EUROBAROMETER Alternative Dispute Resolution 2.2.. Reasons for not going to court Companies that experienced a disagreement or dispute with another business but did not go to court to resolve it were asked the reasons why they made this choice. The most common is that the procedure would be too expensive for the sum of money involved in the dispute (45). Around one quarter of companies said that the court procedure would take too long (27), that they thought nothing would come of it (27), and that they did not want to ruin the relationship with the other business (25). Very few said they did not know how to begin the procedure, or that it would have involved going to court in another country (both 2). Base: All companies that have had a disagreement with another company (N=4,64) For companies in 22 countries, the fact that the procedure would be too expensive for the amount of money involved was the most cited reason for not going to court to resolve their dispute. Companies in Finland (59), the Netherlands (57) and Portugal (56) are the most likely to give this reason. Companies in Slovakia (52), Portugal (46), Latvia (43) and Romania (4) are the most likely across the EU to say that the court procedure would take too long. The view that nothing would come of a court procedure is most common in Portugal (45) and Slovakia (38). Greek (4), Belgian (4) and Austrian (37) companies are the most likely to mention not wanting to ruin the business relationship with the other company. Almost one in ten (8) of companies in France and Luxembourg indicated they did not know how to begin the court procedure. 3

FLASH EUROBAROMETER Alternative Dispute Resolution Q7. Thinking about the last time you encountered a disagreement/dispute with another business where you did not go to court, why did you decide not to go to court? The procedure would be too expensive with respect to the sum involved The procedure would take too long You thought that nothing would come out of this You did not want to ruin the business relationship with the other business You did not know how to begin the procedure You would have had to go to court in a foreign country Other None Don't know EU27 45 27 27 25 2 2 3 BE 5 35 8 4 6 4 7 3 BG 23 28 24 27 3 5 8 2 CZ 33 3 23 7 2 9 6 8 DK 45 29 32 29 7 6 DE 47 9 2 35 2 6 5 8 EE 37 8 27 2 6 8 8 IE 4 3 5 8 26 4 4 EL 44 29 29 4 4 3 6 ES 4 3 27 23 7 8 FR 53 3 25 32 8 3 IT 5 29 29 6 3 7 2 CY 25 3 25 4 3 3 8 LV 46 43 27 23 3 6 8 2 2 LT 3 32 2 29 2 5 28 2 2 LU 45 26 7 8 3 5 5 HU 37 35 36 23 8 7 3 MT 52 34 3 8 5 4 NL 57 6 2 33 7 3 6 5 AT 54 24 9 37 5 2 PL 44 25 3 2 2 3 7 6 2 PT 56 46 45 27 2 6 2 RO 3 4 26 2 25 6 SI 3 24 25 26 2 7 4 9 SK 49 52 38 29 5 6 9 7 2 FI 59 24 2 28 3 2 3 6 SE 28 4 24 5 24 5 9 UK 28 2 7 8 2 4 3 27 4 Highest percentage per country Highest percentage per item Lowest percentage per country Lowest percentage per item Base: All companies that have had a disagreement with another company (N=4,64) 32

FLASH EUROBAROMETER Alternative Dispute Resolution A more detailed examination of the reasons why businesses decided not to go to court reveals some interesting differences. 4 of large companies considered the cost of procedure a reason of not going to court, compared to 46 of SMEs. SMEs are also more likely to say they thought nothing would come of going to court (27 vs. 7). Large enterprises are more likely to say they did not go to court because they did not want to ruin the relationship with the other business (38 vs. 24). Looking at SMEs in more detail shows that the larger the enterprise, the more likely they are to say that they thought the procedure would take too long. Micro enterprises are the most likely to say that they thought nothing would come of going to court (29), particularly when compared to medium-sized enterprises (9). Small and medium size enterprises are more likely than micro enterprises to avoid court to preserve the relationship with the other business (33 and 3 vs. 2). Q7_ Thinking about the last time you encountered a disagreement/dispute with another business where you did not go to court, why did you decide not to go to court? (THREE POSSIBLE ANSWERS) The procedure would be too expensive with respect to the sum involved The procedure would take too long You thought that nothing would come out of this You did not want to ruin the business relationship with the other business You did not know how to begin the procedure You would have had to go to court in a foreign country EU27 45 27 27 25 2 2 Enterprise categories SMEs 46 27 27 24 2 2 Large enterprises 4 3 7 38 SMEs Micro 45 25 29 2 2 2 Small 46 32 24 33 3 Medium 47 37 9 3 4 Your company Sells to other Base: EU countries All companies that have had 45 a disagreement 26 with 26 another 29 company (N=4,64) 6 Considers selling to other EU countries in the future 3 29 29 3 3 Sells to (OUR COUNTRY) 47 28 28 22 2 Sells to the world 43 29 7 3 3 Encountered disagreement/dispute In (OUR COUNTRY) 46 28 27 25 2 2 In the EU 48 3 26 34 2 8 Out of the EU 53 3 2 28 2 2 33

FLASH EUROBAROMETER Alternative Dispute Resolution 2.2.2. Reasons for not using an ADR scheme resulting in a binding decision ( arbitration style ADR) Companies that experienced a disagreement or dispute with another business but did not use an ADR scheme that would result in a binding decision were asked why they made this choice. From an overall perspective the biggest problem is a lack of awareness. 9 of companies said they did not know about the existence of arbitration style ADR and 7 said they did not know how to begin the procedure. Other common reasons for not using an arbitration style ADR are that the procedure would be too expensive for the sum of money involved in the dispute (22) and the fear that nothing would come of it (9). 7 of companies did not want to ruin the relationship with the other business, while 6 thought the ADR scheme resulting in a binding decision would take too long. Less than one in ten (7) companies said the other party did not want to participate. Base: All companies that have had a disagreement with another company (N=4,64) The cost of the procedure compared to the sum of money involved is the most common singular reason given by companies in eight countries for not using an ADR scheme resulting in binding decisions. Companies in Finland (5), Portugal (46) and France (33) are all much more likely than the EU average (22) to mention this reason. In contrast, companies in Malta (4), Cyprus (9) and Slovenia () are the least likely in the EU to mention the cost of the procedure compared to the sum of money involved. In addition in eight countries, the fact that businesses do not know about the existence of ADR schemes that result in binding decisions is the most common reason given for not using this kind of scheme. The lack of awareness regarding the existence of arbitration style ADR is greatest amongst companies in Malta (72), Cyprus (48) and Belgium (39). In contrast, only 4 of companies in Estonia, 7 of those in the Czech Republic and 8 of companies in Bulgaria and Italy said they were not aware of this kind of ADR scheme. For companies in six countries the belief that nothing would come of the process is the most common reason given. Around three in ten companies in Slovakia (3), Denmark (29) and Estonia (28) gave this reason. The view that nothing would come of the process was least held by companies in Cyprus (3), Malta (5), and Luxembourg (6). 34

FLASH EUROBAROMETER Alternative Dispute Resolution The desire to not ruin the business relationship with the other company is the most mentioned reason in Greece for not using an ADR scheme resulting in binding decisions (35). Greek businesses are also the most likely in Europe to mention this reason, along with companies in Bulgaria (28) and Belgium (26). Companies in Malta are the least likely to give this reason (). The belief that the procedure would take too long is the reason most often given by companies in Romania for not using this kind of ADR scheme (26). Across the EU, companies in Portugal (36), Slovakia (32) and the Czech Republic (28) are the most likely to cite this reason. Only 2 of companies in Italy and 4 of companies in Malta gave this reason for not using this kind of ADR scheme. Almost one in five companies in the UK and Germany said they did not know how to start this kind of ADR procedure (both 8), as did 7 of companies in Latvia. In contrast, no companies in Malta gave this reason. Q7.2 Thinking about the last time you encountered a disagreement/dispute with another business where you did not use an ADR scheme resulting in a binding decision, why did you decide not to use an ADR scheme resulting in a binding decision? The procedure would be too expensive with respect to the sum involved You did not know of the existence of this procedure You thought that nothing would come out of this You did not want to ruin the business relationship with the other business The procedure would take too long You did not know how to begin the procedure The other party did not want to participate The competent ADR scheme would have been in a foreign country or in a foreign language Other None Don't know EU27 22 9 9 7 6 7 7 2 8 5 BE 7 39 26 6 5 5 6 4 4 3 BG 7 8 7 28 7 3 2 3 5 6 CZ 3 7 6 9 28 4 8 2 8 8 5 DK 9 9 29 22 2 3 5 2 2 6 DE 24 22 8 8 8 9 6 EE 4 4 28 3 4 3 2 2 8 5 27 IE 7 29 7 4 2 6 2 22 4 2 EL 24 24 2 35 2 9 9 3 9 5 2 ES 6 3 4 9 6 5 2 5 FR 33 3 2 8 5 4 3 3 3 IT 6 8 22 4 7 2 7 2 8 5 7 CY 9 48 3 7 4 6 6 LV 2 22 23 8 2 7 9 2 5 3 LT 22 2 2 2 9 3 5 8 3 LU 8 28 6 3 9 8 9 6 3 HU 26 9 25 7 8 6 4 2 4 6 MT 4 72 5 4 8 9 NL 25 27 9 23 8 4 3 2 7 6 7 AT 25 24 4 6 2 4 6 5 5 3 PL 9 7 26 2 9 2 6 2 4 4 2 PT 46 29 6 36 5 7 4 8 3 RO 2 2 7 7 26 2 6 9 2 SI 3 2 7 6 8 4 2 SK 28 25 3 9 32 2 6 8 5 7 FI 5 2 2 24 6 6 4 SE 24 8 9 2 2 3 2 27 UK 4 27 5 5 6 8 7 8 Highest percentage per country Highest percentage per item Lowest percentage per country Lowest percentage per item Base: All companies that have had a disagreement with another company (N=4,64) 35

FLASH EUROBAROMETER Alternative Dispute Resolution The analysis of company characteristics highlights some interesting differences. SMEs are more likely than large companies to say they did not use an arbitration style ADR scheme because they did not know of the existence of this procedure (2 vs. 5). Large enterprises are more likely than SMEs to say they thought the arbitration style ADR procedure would take too long (2 vs. 6). Looking at the SME results in more detail shows that small enterprises are more likely than medium enterprises to say that they didn't know of the existence of arbitration style ADRs (23 vs. 2). Small enterprises are also the most likely to say they did not pursue an arbitration style ADR because they wanted to preserve the business relationship with the other company (24). Small enterprises are also the most likely to say they did not know how to begin the arbitration style ADR procedure (2 vs. 6 for other SMEs). Q7_2 Thinking about the last time you encountered a disagreement/dispute with another business where you did not use an ADR scheme resulting in a binding decision, why did you decide not to use an ADR scheme resulting in a binding decision? (THREE POSSIBLE ANSWERS) The procedure would be too expensive with respect to the sum involved You did not know of the existence of this procedure You thought that nothing would come out of this You did not want to ruin the business relationship with the other business The procedure would take too long You did not know how to begin the procedure The other party did not want to participate The competent ADR scheme would have been in a foreign country or in a foreign language EU27 22 9 9 7 6 7 7 Enterprise categories SMEs 22 2 9 7 6 7 7 Large enterprises 8 5 6 9 2 4 5 3 SMEs Micro 22 9 2 5 7 6 7 Small 2 23 2 24 3 2 6 2 Medium 2 2 6 8 4 6 5 Base: All companies that have had a disagreement with another company (N=4,64) 36

FLASH EUROBAROMETER Alternative Dispute Resolution 2.2.3. Reasons for not using an ADR scheme aiming for an amicable agreement (mediation style ADR) Companies that experienced a disagreement or dispute with another business but did not use an ADR scheme that aimed for an amicable agreement were asked why they made this choice. From an overall perspective the biggest problem is a lack of awareness. 2 of companies said they did not know about the existence of mediation style ADR and 8 said they did not know how to begin the procedure. Other common reasons for not using ADR schemes aiming for an amicable agreement are the fear that nothing would come of it (9) and that it is too expensive compared to the amount of money involved (8). Another 7 cited the desire not to ruin the business relationship with the other company. One in ten companies () said the procedure would take too long, while 7 said that the other party did not want to participate. One percent said that the ADR scheme would have been in a foreign country or in a foreign language. Base: All companies that have had a disagreement with another company (N=4,64) A lack of awareness about the existence of ADR schemes that aim for an amicable agreement is the most common reason given by companies in 3 countries. In Malta, three quarters (74) of companies gave this reason for not using an ADR scheme aiming for an amicable agreement. Companies in Spain (4), Cyprus (37), Ireland (32) and Belgium (3) are also more likely than the EU average to mention this reason. Seven countries gave the fact that they thought nothing would come of the process as the main reason for not using this style of ADR procedure. Companies in France and Denmark (both 25) are most likely to say this, while companies in Ireland (4) and the Netherlands (6) are least likely to give this reason. Even if it is only the second item quoted in the country, 32 of the respondents in Portugal chose this item as one of the reasons for not using this kind of ADR. For companies in Finland (39), Portugal (36) and Romania (8), the fact that the procedure would be too expensive for the sum of money involved is the most common reason given. Across the EU, companies in Finland and in Portugal are the most likely to give this reason. In contrast, only 6 of companies in Malta, 7 of companies in Estonia and 9 of companies in Cyprus and Slovenia gave this reason. 37

FLASH EUROBAROMETER Alternative Dispute Resolution A desire to preserve the business relationship with the other company is the most cited reason for not using this kind of ADR scheme by companies in Greece (35), Bulgaria (23) and Lithuania (9). Across the EU, companies in Greece are most likely to give this reason, followed by those in Belgium (26). In contrast only of companies in Cyprus and Malta gave this reason. Companies in the Czech Republic are most likely to say that the process would take too long (23), while across the EU companies in Portugal (26) and Slovakia (24) are most likely to give this reason for not using an ADR scheme aiming for an amicable agreement. More than one in ten companies in Poland (6) and Slovakia (4) said they did not know how to begin this kind of ADR procedure, while 9 of Slovenian companies and 8 of companies in Portugal said the other party did not wish to participate in such a scheme. Q7.3 Thinking about the last time you encountered a disagreement/dispute with another business where you did not use an ADR scheme aiming for an amicable agreement (e.g. mediation), why did you decide not to use an ADR scheme aiming for an amicable agreement? You did not know of the existence of this procedure You thought that nothing would come out of this The procedure would be too expensive with respect to the sum involved You did not want to ruin the business relationship with the other business The procedure would take too long You did not know how to begin the procedure The other party did not want to participate The competent ADR scheme would have been in a foreign country or in a foreign language Other None Don't know EU27 2 9 8 7 8 7 7 BE 3 6 6 26 7 7 3 4 6 BG 7 9 5 23 4 4 2 8 6 5 CZ 4 8 7 7 23 2 7 4 27 5 DK 3 25 2 23 6 4 7 2 4 7 DE 24 2 6 22 2 6 6 3 2 EE 6 2 7 6 4 4 4 9 4 36 IE 32 4 2 4 8 6 6 3 2 4 EL 25 2 2 35 9 6 5 5 8 6 3 ES 4 3 5 9 9 8 9 5 FR 28 25 25 22 7 4 3 IT 5 24 4 8 6 8 2 6 8 3 CY 37 9 7 7 3 6 LV 28 6 2 8 9 6 4 9 8 7 LT 7 7 5 9 8 5 3 3 28 9 LU 27 2 3 7 6 24 3 HU 8 23 9 7 2 5 4 5 3 8 MT 74 6 2 3 9 NL 3 6 2 9 7 6 2 9 5 AT 24 5 9 8 8 5 2 23 5 5 PL 2 22 6 3 3 6 4 2 3 5 3 PT 7 32 36 2 26 8 2 6 8 7 RO 5 8 8 4 3 8 2 2 3 SI 24 9 6 9 3 6 3 5 SK 28 22 24 7 24 4 4 3 6 8 FI 8 7 39 25 5 8 6 3 3 9 3 SE 22 8 6 5 2 2 2 27 2 9 UK 3 9 9 5 7 4 4 23 Highest percentage per country Highest percentage per item Lowest percentage per country Lowest percentage per item 38

FLASH EUROBAROMETER Alternative Dispute Resolution Once again the analysis of company characteristics highlights some interesting differences. Large companies are more likely than SMEs to say they didn't pursue mediation style ADR because it would be too expensive for the sum in dispute (24 vs. 8). Large companies are also more likely to be concerned about preserving the relationship with the other business (27 vs. 7). Small enterprises are the most likely to say they did not choose mediation style ADR because they did not know about it (23), particularly when compared to medium enterprises (). Small and medium enterprises are more likely than micro enterprises to be concerned with preserving the relationship with the other company (23 and 2 vs. 5) Q7_3 Thinking about the last time you encountered a disagreement/dispute with another business where you did not use an ADR scheme aiming for an amicable agreement (e.g. mediation), why did you decide not to use an ADR scheme aiming for an amicable agreement? (THREE POSSIBLE ANSWERS) You did not know of the existence of this procedure You thought that nothing would come out of this The procedure would be too expensive with respect to the sum involved You did not want to ruin the business relationship with the other business The procedure would take too long You did not know how to begin the procedure The other party did not want to participate The competent ADR scheme would have been in a foreign country or in a foreign language EU27 2 9 8 7 8 7 Enterprise categories SMEs 2 9 8 7 8 7 Large enterprises 6 22 24 27 3 3 5 3 SMEs Micro 2 2 9 5 7 9 Small 23 9 6 23 5 Medium 5 5 2 2 7 5 2 Your comapny Sells to other EU countries 2 3 7 9 8 8 3 Base: All companies that have had a disagreement with another company (N=4,64) Considers selling to other EU countries in the future 5 3 2 8 6 4 Sells to (OUR COUNTRY) 2 2 9 6 2 8 7 Sells to the world 8 24 8 22 8 7 7 Sectors grouped (NACE) Manufacturing (only B2B) 7 8 2 2 9 7 6 2 Retail (only B2B) 22 8 6 4 9 8 Services (only B2B) 2 9 9 8 9 8 8 2 Industry (only B2B) 9 22 7 8 6 7 39

FLASH EUROBAROMETER Alternative Dispute Resolution 2.3. The average amount in disagreement/dispute regarding the last problem encountered with another business - The average amount in dispute is 28,3 for domestic disputes and 44,3 for cross-border disputes - Companies were asked the value of the last disagreement/dispute they had with another business within and outside of their country. The results are discussed in detail in the following sections. In (OUR COUNTRY) Base: All companies that have had a disagreement with another company in their country, excluding "don't know" and refusals (N=3,29) Outside (OUR COUNTRY) Base: All companies that have had a disagreement with another company outside their country, excluding "don't know" and refusals (N=54) Companies that said they had experienced a disagreement or dispute with another business in their country were asked the total cost value that was disputed in the last problem they had of this kind. The average value of disputes with another business in their country was 28,3 euros 6.By comparison, the average value of disputes with a business outside their country is higher at 44,3 euros. There is a large spread of average disagreement values across the EU 7. Companies in Greece and Denmark have the highest average dispute value in their country, at 48,3 and 47,5 Euros respectively. Average values in the Netherlands (44,9), Cyprus (44,) and Belgium (43,) are also high compared to the EU average. In a stark contrast, the countries where the average amount in dispute is the lowest are Bulgaria (5,7), the UK and Luxembourg (both 9,8). It has not been possible to provide a country level analysis for disputes with businesses in other countries, as bases were too low to make a meaningful and statistically valid analysis. 6 All values of,, euros or more have been excluded from the calculation 7 Cyprus, Luxembourg and Malta are excluded from the country analysis due to small sample size 4

FLASH EUROBAROMETER Alternative Dispute Resolution Base: All companies that have had a disagreement with another company in their country, excluding "don't know" and refusals (N=3,29) 4

FLASH EUROBAROMETER Alternative Dispute Resolution The average value of domestic disputes experienced by large enterprises 8 is considerably higher than for SMEs (9,4* vs. 26,6 euros). The same pattern applies for disputes with businesses in other countries (2,7* vs. 39,7 euros). Analysis of SMEs shows that the smaller the SME, the smaller the value of the dispute with a business within their country. For example, the average value in dispute for medium enterprises was 47, euros*, compared to 2, euros for micro enterprises. The same pattern applies for the value of disputes with a business in another country - the average value for medium enterprises 9 is 6,9 euros*, compared to 25,7 euros for micro enterprises. Companies in the industry sector have the highest average value of disputes with companies in the same country (42,6 euros). This is particularly the case when compared to companies in the retail sector (7,9 euros). In contrast, companies in the services sector have the highest average value when it comes to disputes with companies outside their country (6,7 euros). Q8TT Could you please estimate the total cost value that was in disagreement/dispute in the last problem you had with another business located...? Average (/) in euros In (OUR COUNTRY) Outside (OUR COUNTRY) EU27 28.3 44.3 Enterprise categories SMEs 26.6 39.7 Large enterprises 9.4* 2.7* SMEs Micro 2. 25.7 Small 42.3 32.8 Medium 47.* 6.9* Sectors grouped (NACE) Manufacturing (only B2B) 3.8 34 Retail (only B2B) 7.9 26.5 Services (only B2B) 27.4 6.7 Industry (only B2B) 42.6 3.3 In (OUR COUNTRY) Base: All companies that have had a disagreement with another company in their country, excluding "don't know" and refusals (N=3,29) Outside (OUR COUNTRY) Base: All companies that have had a disagreement with another company outside their country, excluding "don't know" and refusals (N=54) * marking results that have to be interpreted with caution due to low bases 8 Please note that for these questions the bases for large enterprises are low (n= 78 and n=32) and therefore the results should be interpreted with caution. 9 Please note that for this question the base for medium enterprises is low (n= 73) and therefore the results should be interpreted with caution. 42

FLASH EUROBAROMETER Alternative Dispute Resolution 2.4. The total amount spent the last time you used Companies were asked how much they spent using various dispute resolution options the last time they had a dispute with another company. The results show that mediation style procedures are substantially cheaper than court and arbitration style procedures. There is little difference in the average amount spent on court proceedings for disputes with companies either within or outside the company's own country (,5 vs. 3, euros). Arbitration style ADR schemes are cheaper than court for disputes involving a business in the same country (5,5 euros) but substantially more expensive for disputes involving a business in another country (2,3 euros). Mediation style ADR procedures involving businesses in another country had a higher average cost than those involving another business in the same country (6, vs. 3, euros). Base: All companies that have used a court for a disagreement with another business in their country, excluding "don't know" and refusals (N=,97) 43

FLASH EUROBAROMETER Alternative Dispute Resolution Company analysis was only partly possible for domestic court proceedings with another business. It shows that large enterprises 2 spent more than SMEs on court proceedings involving another business in their country (23,5* vs., euros). Between SMEs, however, there were no differences in the average amount spent. Companies in the services sector had the highest average spend on a court proceeding, at 6,9 euros. This is much higher than companies in the manufacturing (6,9), retail (7,) and industry (7,2) sectors. Qa_TT What was the total amount of money you spent, including fees for the procedure itself, travel expenses, costs of a lawyer, the last time you used a court for a problem with a business located in (OUR COUNTRY)? Average (/) in euros EU27.5 Enterprise categories SMEs. Large enterprises 23.5* SMEs Micro. Small Medium.2 Sectors grouped (NACE) Manufacturing (only B2B) 6.9 Retail (only B2B) 7 Services (only B2B) 6.9 Industry (only B2B) 7.2 Base: All companies that have used a court for a disagreement with another business in their country, excluding "don't know" and refusals (N=,97) * marking results that have to be interpreted with caution due to low bases 2 Please note that for this question the base for large enterprises is low (n= 38) and therefore the results should be interpreted with caution. 44

FLASH EUROBAROMETER Alternative Dispute Resolution 2.5. The duration of court/adr procedures - ADR schemes resolve disputes more quickly than the courts - Companies were asked approximately how long it took to resolve the last disagreement they had with another business. The results show that mediation style ADR schemes are a lot quicker than court and still substantially quicker than arbitration style procedures. It took an average of 7.8 months for courts to resolve a dispute with another business in the same country, while arbitration style ADR took months and mediation style ADR took 7.3 months. For disputes involving a company in another country it took 5.2 months for courts to resolve the dispute, while arbitration style ADR took 8 months, and mediation style ADR 5.8 months. Base: Companies that have used a court (N =444/26), a binding ADR (N=275/3), an amicable ADR (76/9) to solve a dispute with another business located in and outside their country These results are discussed in more detail in the following sections. 45

FLASH EUROBAROMETER Alternative Dispute Resolution 2.5.. Domestic disputes resolved in court Companies that had used a court to resolve a disagreement with another business in their country were asked to estimate how long the last dispute took to be resolved. The average time taken was 7.8 months. It has not been possible to provide a country level analysis, as bases were too low for a statistically valid analysis. Company characteristics analysis shows that large enterprises 2 took less time to resolve their issue in court compared to SMEs (5.2 months* vs. 7.9 months). Small enterprises spent the longest in a court procedure to resolve their dispute, with an average of 22 months. This is much longer than the average for medium-sized enterprises (4. months). Companies in the services sector spent the shortest amount of time on a court process, particularly compared to companies in the industry sector (6.2 vs. 2. months). Q9a_TT Could you please estimate how long your last disagreement/ dispute with another business located in (OUR COUNTRY) took to be resolved in a court? Average in months EU27 7.8 Entreprise categories SMEs 7.9 Large 5.2* SMEs Micro 7.3 Small 22 Medium 4. Sectors grouped (NACE) Manufacturing (only B2B) 8.9 Retail (only B2B) 8.3 Services (only B2B) 6.2 Industry (only B2B) 2. Base: Companies that have used a court to solve a dispute with another business located in the same country (N=,444) * marking results that have to be interpreted with caution due to low bases 2 Please note that for this question the base for large enterprises is low (n= 65) and therefore the results should be interpreted with caution. 46

FLASH EUROBAROMETER Alternative Dispute Resolution 2.5.2. Cross-border disputes resolved in court Companies that used the courts to resolve a dispute with another business located outside their country were asked how long their last disagreement took to resolve. The average result was 5.2 months. It has not been possible to provide country level or company characteristics results, as bases were too low for a statistically valid analysis. 2.5.3. Domestic disputes resolved via an ADR scheme that resulted in a binding decision (e.g. arbitration) Companies that used an ADR scheme that led to a binding decision to resolve a dispute with another business in their country were asked how long the most recent of these took to resolve. The average was months. It has not been possible to provide country level or company characteristics results, as bases were too low for a statistically valid analysis. 2.5.4. Cross-border disputes resolved via an ADR scheme that resulted in a binding decision (e.g. arbitration) Companies that had used an arbitration style ADR scheme to resolve a dispute with another business outside of their country were asked to estimate how long the most recent dispute took to settle in this way. The average was 8 months. It has not been possible to provide country level or company characteristics results, as bases were too low for a statistically valid analysis. 47

FLASH EUROBAROMETER Alternative Dispute Resolution 2.5.5. Domestic disputes resolved via an ADR scheme that aimed for an amicable agreement (e.g. mediation) Companies that used an ADR scheme aiming for amicable agreements were asked how long this process took for the last dispute they had with a business in their own country. The average time taken was 7.3 months. It has not been possible to provide a country level analysis, as bases were too low for a statistically valid analysis. Company characteristics analysis illustrates that the smallest companies spent the longest time resolving a dispute with another business in their country via an amicable agreement style ADR. The average time taken for SMEs was 7.5 months, compared to 4.4* months for large enterprises 22. Within SMEs small enterprises resolved their disputes more quickly than medium or micro enterprises (5. months vs. 7.3 and 8.4 months respectively). Companies in the manufacturing sector spent the longest time resolving their disputes via mediation style ADR, particularly compared to companies in the services sector (.5 months vs. 5.3 months). Q9a_3TT Could you please estimate how long your last disagreement/ dispute with another business located in (OUR COUNTRY) took to be resolved using anadr scheme that aimed for an amicable agreement (e.g. mediation)? Average EU27 7.3 Entreprises categories SMEs 7.5 Large 4.4* SMEs Micro 8.4 Small 5. Medium 7.3* Sectors grouped (NACE) Manufacturing (only B2B).5 Retail (only B2B) 7.6 Services (only B2B) 5.3 Industry (only B2B) 8.6 Base: Companies that have used a mediation ADR to solve a dispute with another business located in the same country (N=76) * marking results that have to be interpreted with caution due to low bases 22 Please note that for this question the base for large enterprises (n= 37) and medium enterprises (n=74) are low and therefore the results should be interpreted with caution. 48

FLASH EUROBAROMETER Alternative Dispute Resolution 2.5.6. Cross-border disputes resolved via an ADR scheme that aimed for an amicable agreement (e.g. mediation) Companies that used an ADR scheme aiming for amicable agreements were asked how long this process took for the last dispute they had with a business outside their country. The average time taken was 5.8 months. Three in ten (29) companies were unable to give a specific timeframe. It has not been possible to provide a country level or a company characteristics analysis, as bases were too low for a meaningful or statistically valid result. 49

FLASH EUROBAROMETER Alternative Dispute Resolution 3. RESOLUTION OF FUTURE DISAGREEMENTS/DISPUTES 3.. Willingness to use the different means of dispute resolution - Companies are most likely to consider using mediation style ADR in the future - Companies were asked whether they would consider using different methods of dispute resolution in the future in a dispute with another business. The results show that companies are more likely to consider using mediation style ADR than court or arbitration style ADR. The results also reveal that companies are more likely to consider using the respective means of dispute resolution when they have done so before. 63 of all companies indicated that they would probably or definitely consider using an ADR that aims for an amicable agreement in the future. This proportion rises to 83 when only considering companies with previous experience using this kind of scheme. More than half (56) of all companies said they would consider using a court in the future. This increases to 7 of companies with previous experience using the courts to resolve a dispute. More than half (54) of all companies said they would consider using an ADR scheme resulting in a binding decision in the future. This proportion increases to 74 when considering only those companies with previous experience using an arbitration style ADR. Base: All companies that have encountered at least one dispute/disagreement with another company (N=4,64) 5

FLASH EUROBAROMETER Alternative Dispute Resolution While mediation style ADR is clearly the most popular means of dispute resolution when it comes to resolving future disputes, it is particularly interesting to note that arbitration style ADR is more popular than court among those businesses that have already used the respective means. Base: All companies that already experienced court (n=,896), mediation style ADR (n=948) and arbitration style ADR (n=46) 5

FLASH EUROBAROMETER Alternative Dispute Resolution 3... A court Although more than half (56) of companies in the EU would consider using a court to resolve a future dispute with another company, there is a wide variation across different countries Companies in Germany (73) and Austria (72) are most likely to say they would consider using a court to resolve a future dispute with another business. This is much higher than the EU average of 56. In fact, at least four out of ten companies in Austria (42) and Germany (4) said they would definitely consider using a court in the future. Courts are much less popular amongst companies in Malta (22), Estonia (3) and France (36), where fewer than four in ten companies say they would consider using them in future disputes with other businesses. Base: All companies that have encountered at least one dispute/disagreement with another company (N=4,64) 52

FLASH EUROBAROMETER Alternative Dispute Resolution An analysis of company characteristics also reveals a few interesting variations. The larger the company, the more likely it is to consider using a court to resolve a dispute in the future. Eight out of ten large companies said they would do this, compared to 55 of SMEs. Within SMEs, those of medium size are more likely to say they would use a court again, particularly when compared to micro enterprises (74 vs. 52). Companies in the industry sector (59) are the most likely to say they would consider using a court in future to resolve a dispute with another business, particularly compared to companies in the manufacturing sector (53). Q. To resolve future disputes with other businesses, would you consider using...? A court Total 'Yes' Total 'No' DK/NA EU27 56 39 5 Enterprise categories SMEs 55 4 5 Large enterprises 8 9 SMEs Micro 52 42 6 Small 59 38 3 Medium 74 25 Sectors grouped (NACE) Manufacturing (only B2B) 53 4 7 Retail (only B2B) 56 4 4 Services (only B2B) 56 39 5 Industry (only B2B) 59 38 3 Base: All companies that have encountered at least one dispute/disagreement with another company (N=4,64) 53

FLASH EUROBAROMETER Alternative Dispute Resolution 3..2. An ADR scheme that results in a binding decision (e.g. arbitration) More than half (54) of the companies said they would consider using an ADR scheme that results in a binding decision for a future dispute with another company. At least seven out of ten companies in Portugal (74), Germany (7), Austria and Romania (both 7) would consider using a binding ADR scheme for future disputes with other businesses. In fact, around one in five companies in Germany (22) and Austria (2) say they would definitely consider this kind of ADR scheme in future. At the other end of the scale, only 24 of companies in Estonia would do the same, although there is a high level of uncertainty amongst companies in Estonia as well (3 don't know). Companies in Latvia (37), Belgium (39) and the Netherlands (4) are also less likely to say they would consider using a binding ADR scheme in the future. Companies in Belgium are the most likely to say they would not consider an arbitration style ADR scheme (57). Base: All companies that have encountered at least one dispute/disagreement with another company (N=4,64) 54

FLASH EUROBAROMETER Alternative Dispute Resolution Large companies are more likely than SMEs to consider using an arbitration style ADR scheme in the future (66 vs. 54). Within SMEs, the larger the company, the more likely it is to consider using a binding ADR scheme in the future (medium: 65, small: 57, micro: 52). Companies in the services sector are most likely to consider using this style of ADR (56), particularly compared to companies in the industry sector (5). Q.2 To resolve future disputes with other businesses, would you consider using...? An ADR scheme that results in a binding decision (e.g. arbitration) Total 'Yes' Total 'No' DK/NA EU27 54 37 9 Enterprise categories SMEs 54 37 9 Large enterprises 66 3 3 SMEs Micro 52 38 Small 57 36 7 Medium 65 29 6 Sectors grouped (NACE) Manufacturing (only B2B) 54 36 Retail (only B2B) 52 4 7 Services (only B2B) 56 36 8 Industry (only B2B) 5 37 2 Base: All companies that have encountered at least one dispute/disagreement with another company (N=4,64) 55

FLASH EUROBAROMETER Alternative Dispute Resolution 3..3. An ADR scheme that aims for an amicable agreement (e.g. mediation) ADR schemes that aim for an amicable agreement are the most likely to be considered, with 63 of companies in the EU saying they would do so for future disagreements with other businesses. Companies in Portugal (83) and Finland (82) are the most likely to say they would consider this kind of scheme in the future. Companies in the Netherlands (43), Luxembourg (44), Estonia (46), Latvia (47) and Lithuania (48) are the least likely to say they would consider an ADR scheme aiming for an amicable agreement in future. In fact, 52 of companies in the Netherlands said they would not consider this kind of scheme for future disputes. Base: All companies that have encountered at least one dispute/disagreement with another company (N=4,64) 56

FLASH EUROBAROMETER Alternative Dispute Resolution An analysis of company characteristics shows no significant difference between SMEs and large enterprises in the willingness to use a mediation style ADR in the future. Within SMEs, however, medium sized enterprises (73) are more likely to be willing to use this kind of scheme in future compared to small (63) and micro (62) enterprises. Q.3 To resolve future disputes with other businesses, would you consider using...? An ADR scheme that aims for an amicable agreement (e.g. mediation) Total 'Yes' Total 'No' DK/NA EU27 63 3 7 Enterprise categories SMEs 63 3 7 Large enterprises 66 3 3 SMEs Micro 62 3 8 Small 63 32 5 Medium 73 25 2 Sectors grouped (NACE) Manufacturing (only B2B) 62 3 8 Retail (only B2B) 6 33 6 Services (only B2B) 65 28 7 Industry (only B2B) 6 32 7 Base: All companies that have encountered at least one dispute/disagreement with another company (N=4,64) 57

FLASH EUROBAROMETER Alternative Dispute Resolution 3.2. Willingness to pay for ADR services - Only 7 of companies are not willing to pay for ADR services - Companies that would consider using an ADR scheme were asked how they would be willing to pay for ADR services such as mediation and arbitration. The most common method mentioned was to pay via fees paid directly by the parties in the dispute (4). One in five companies (2) indicated they would be willing to pay via trade organisations or chambers of commerce, while 8 indicated willingness to pay by another method. Fewer than one in five companies (7) said they were not willing to pay for ADR services at all, 5 of companies answered "don't know". Base: Companies that would consider using an ADR in future (N=2,792) 58

FLASH EUROBAROMETER Alternative Dispute Resolution Companies in Austria (85), the Netherlands (83) and Luxembourg (83) are the most likely to be willing to pay for ADR services. Companies in Estonia (29) are the least willing to pay for ADR services, however there is also a high level of "don't know" answers in Estonia (46). For all but two countries, fees paid directly by the parties in the dispute are the preferred way to pay for ADR services 23. Only in Luxembourg (46) and France (35) were companies more likely to be willing to pay through a trade organisation or chamber of commerce. Base: Companies that would consider using an ADR in future (N=2,792) 23 Even if they are presented in the chart, Malta and Cyprus were excluded from the country level analysis due to low sample size. 59

FLASH EUROBAROMETER Alternative Dispute Resolution Analysis of company characteristics shows that large enterprises are more willing than SMEs to pay for ADR services (89 vs. 67). One in five (8) SMEs said they are not willing to pay for ADR services, compared to 4 of large enterprises. Within SMEs, micro enterprises are the least willing to pay for ADR services (64), particularly compared to small enterprises (75). Micro enterprises are also the most likely to be uncertain if they would pay for ADR services (7). Q2 How would you be willing to pay for ADR services (e.g. mediation, arbitration)? Total 'Willing to pay' You are not willing to pay for ADR services Don't know EU27 68 7 5 Enterprises categories SMEs 67 8 5 Large 89 4 7 SMEs Micro 64 9 7 Small 75 4 Medium 72 8 Sectors grouped (NACE) Manufacturing (only B2B) 64 2 5 Retail (only B2B) 68 9 3 Services (only B2B) 66 6 8 Industry (only B2B) 73 6 Base: Companies that would consider using an ADR in future (N=2,792) 6

FLASH EUROBAROMETER Alternative Dispute Resolution 3.3. The important aspects when considering using ADR - The time taken to resolve a dispute is the most important aspect of ADR - Companies that had encountered a dispute or disagreement with another business were asked to nominate the three most important aspects that they would consider or have considered when using an ADR scheme. "Quick to reach a solution" is the most often nominated factor, with half of all companies mentioning this (5). Just over one third mentioned "conducted by an arbitrator or mediator who has knowledge and experience in the field of your dispute" (35) and "cheap" (34) as one of their three most important factors. Three in ten companies mentioned the fact that the scheme should be simple and easy to understand (3), while one quarter (25) thought a binding decision was an important aspect. A scheme using an experienced mediator and arbitrator was considered important by 9, while 7 said something in their local language was important. 6 of the companies said a scheme that was online was one of the three most important aspects to consider when using an ADR scheme. Base: All companies that have encountered at least one dispute/disagreement with another company (N=4,64) For a clear majority of countries, an ADR scheme that is quick to reach a solution is the most mentioned factor. For companies in Malta (62), the UK (59) and Luxembourg (52) the most important factor is that the scheme is conducted by an arbitrator or mediator who has knowledge and experience in the specific field of their dispute. Companies in France, Slovenia, Ireland and Estonia are most likely to mention a scheme being simple and easy to understand (France 49 - same as time -, Slovenia 45, Estonia 4, and Ireland 35). Cost is the most mentioned factor by companies in Spain (48) and Slovakia (43) where a cheap procedure is considered as important as a quick procedure. Across Europe, companies in Greece (7), Czech Republic (67) and Belgium (62) are the most likely to mention the fact that a scheme is quick to reach a solution. Conversely, 29 of companies in Estonia and 3 of companies in Ireland mentioned this factor as important. 6

FLASH EUROBAROMETER Alternative Dispute Resolution Companies in Malta (62), the UK (59) and Luxembourg (52) are most likely in the EU to mention an arbitrator or mediator who has knowledge and experience in the field of their dispute. At the other end of the scale, of Lithuanian and 2 of Cypriot companies mention this as an important factor. A scheme that is cheap is mentioned most often by companies in Spain (48) and Slovakia (43), and least often by companies in Luxembourg (6). Companies in France (49) and Slovenia (45) are most likely to consider the fact that a scheme is simple and easy to understand as important. This factor is less important to companies in Italy (8). German (38) and Finnish (37) companies are the most likely to consider a binding decision as an important factor, compared to 3 of companies in France and 5 of those in Estonia. Companies in Ireland (3) are most likely to consider the experience of the mediator or arbitrator as an important factor, while companies in Belgium (34) and Germany (32) are most likely to consider that a scheme in their local language is important. One in five (9) Slovakian companies consider it important that the scheme is online. Q3 When using an Alternative Dispute Resolution (ADR) scheme, what would you or do you consider as the three most important aspects? This procedure should be Quick to reach a solution Conducted by an arbitrator or mediator who has knowledge and experience in the field of your dispute Cheap Simple and easy to understand Leading to a binding decision for the parties Conducted by an experienced arbitrator or mediator Working in (OUR LANGUAGE) online Other None Don't know EU27 5 35 34 3 25 9 7 6 4 BE 62 27 37 44 8 8 34 3 BG 36 3 27 28 4 8 3 6 2 CZ 67 29 34 36 34 2 3 2 6 DK 5 4 26 24 29 4 8 5 3 8 DE 55 4 33 34 38 6 32 6 EE 29 2 27 4 5 7 4 5 2 IE 3 29 29 35 6 3 5 8 EL 7 29 33 3 34 24 2 7 2 ES 48 4 48 32 9 7 3 5 2 FR 49 43 33 49 3 28 5 6 4 IT 55 28 34 8 25 24 6 3 CY 4 2 24 32 2 4 4 35 LV 4 3 28 37 22 8 8 8 2 LT 32 29 3 9 24 8 2 4 LU 35 52 6 28 23 7 2 HU 55 24 35 44 2 2 26 3 2 5 MT 38 62 4 33 23 4 7 6 8 NL 48 36 29 24 23 9 2 8 2 3 AT 42 4 29 2 33 2 2 9 6 5 PL 47 2 26 38 35 9 4 6 3 3 PT 49 38 36 3 23 9 6 6 RO 58 25 35 39 29 2 25 3 6 SI 43 9 32 45 3 8 7 4 7 6 SK 43 29 43 4 3 22 2 9 2 4 FI 48 4 24 26 37 2 8 5 4 SE 42 28 37 26 25 2 6 6 7 3 UK 35 59 3 32 27 5 24 2 6 Highest percentage per country Highest percentage per item Lowest percentage per country Lowest percentage per item 62

FLASH EUROBAROMETER Alternative Dispute Resolution Analysis of company characteristics highlighted some interesting differences between SMEs and large companies. Large companies are more likely than SMEs to say that ADRs should be quick to reach a solution (6 vs. 5) and that the mediator/arbitrator should have knowledge in the field of the dispute (42 vs. 34). Companies in the services sector are more likely than those in industry to say that an ADR should be quick to reach a solution (53 vs. 46). Having an arbitrator that is knowledgeable in the area of the dispute is most important to companies in the services (38) and industry (35) sectors. Companies in the manufacturing sector are the most likely to say the ADR should be cheap (38), but are the least likely to say that an ADR should lead to a binding decision, or that the process should be conducted by an experienced mediator (5). Q3 When using an Alternative Dispute Resolution (ADR) scheme, what would you or do you consider as the three most important aspects? This procedure should be (THREE POSSIBLE ANSWERS) Quick to reach a solution Conducted by an arbitrator or mediator who has knowledge and experience in the field of your dispute Cheap Simple and easy to understand Leading to a binding decision for the parties Conducted by an experienced arbitrator or mediator Working in (OUR LANGUAGE) online EU27 5 35 34 3 25 9 7 6 Enterprise categories SMEs 5 34 34 3 25 9 7 6 Large enterprises 6 42 38 27 23 8 7 3 SMEs Micro 5 35 33 3 24 9 7 6 Small 5 33 35 29 28 9 8 8 Medium 49 33 34 29 3 2 5 7 Sectors grouped (NACE) Manufacturing (only B2B) 49 28 38 33 2 5 8 7 Retail (only B2B) 49 3 33 3 28 2 8 7 Services (only B2B) 53 38 34 3 24 8 7 6 Industry (only B2B) 46 35 32 29 28 22 6 4 Base: All companies that have encountered at least one dispute/disagreement with another company (N=4,64) 63

FLASH EUROBAROMETER Alternative Dispute Resolution 3.4. The preferred ways to receive information about ADR - Most companies want to receive information about ADR online - Companies were asked how they would like to receive information about alternative dispute resolution (ADR). Most (6) said they would like to receive information on the internet. Four in ten (4) companies said via a trade organisation (such as in a newsletter), while one quarter (24) said via newspaper/magazine/internet articles. One in five (2) of companies would like to get information about ADR via word of mouth from other businesses, and 4 said via newspaper, TV or radio advertisements. Base: All companies that have encountered at least one dispute/disagreement with another company (N=4,64) 64

FLASH EUROBAROMETER Alternative Dispute Resolution The internet was the most mentioned method of receiving information about ADR for 26 out of 27 countries. Eight out of ten (8) Greek companies said they would like to receive information via the internet, as did 78 of Latvian companies. France is the only country where fewer than half of companies mentioned the internet (49). French companies are much more likely than those in other countries to want to receive information on ADR through trade organisations. Seven out of ten French companies (72) mentioned this option - 66 percentage points higher than Slovenia (6). The UK is the only country where at least half of all companies mentioned receiving information on ADR via newspaper/magazine/internet articles (53). In contrast, only of Italian companies also mentioned this option. Just over half of the companies in Slovakia (53) and Portugal (5) would like to hear about ADR form other businesses. Only of companies in Estonia and 4 of those in Malta said the same. Just over one third (36) of companies in Portugal would like to hear about ADR via newspaper, TV or Radio advertisements - compared to 2 of companies in the Netherlands and 3 of those in Slovenia. 65

FLASH EUROBAROMETER Alternative Dispute Resolution Q4 What would be your preferred ways to receive information about ADR? The Internet Information through trade organizations (e.g. newsletter) Articles in newspapers/ magazines/ Internet sites Other businesses (word of mouth) Advertisement in a newspaper, on television or on the radio Other None Don't know EU27 6 4 24 2 4 3 3 3 BE 7 49 48 25 6 2 BG 68 8 9 24 2 CZ 7 7 6 7 7 3 8 2 DK 5 39 2 23 6 4 3 DE 57 53 37 24 2 4 EE 6 5 8 2 3 2 IE 58 26 9 9 27 5 EL 8 34 3 8 3 2 ES 6 8 2 6 2 2 3 FR 49 72 35 4 25 3 IT 57 55 3 8 3 4 CY 6 53 22 2 6 7 6 LV 78 26 43 38 2 5 2 LT 75 7 9 5 3 3 LU 5 45 3 2 2 HU 62 23 5 4 9 2 9 2 MT 57 26 3 4 25 6 NL 6 29 9 2 2 4 7 AT 57 55 32 4 6 4 PL 74 2 5 8 2 PT 66 56 44 5 36 3 4 RO 75 9 9 8 3 4 3 SI 75 6 3 5 3 2 6 3 SK 76 32 46 53 26 3 5 FI 72 47 46 47 2 2 4 SE 5 29 23 9 5 2 7 UK 6 47 53 46 27 8 4 2 Highest percentage per country Highest percentage per item Lowest percentage per country Lowest percentage per item 66

FLASH EUROBAROMETER Alternative Dispute Resolution An analysis of company characteristics reveals that SMEs are more interested than large companies in hearing about ADR via the internet (6 vs. 45), by word of mouth (2 vs. 3), or via advertising (5 vs. 5). Large companies are more likely than SMEs to want to hear about ADRs via articles in print or online (32 vs. 23). Medium sized enterprises are the most likely to want to receive information on ADRs via trade organisations, particularly compared to micro enterprises (5 vs. 38). Companies in the manufacturing sector are the least likely to want to hear about ADRs via word of mouth (7), particularly compared to companies in the industry sector (23). Companies in the manufacturing and industry sectors are less interested in getting information via trade organisations than those in retail (37 vs. 43). Companies in the services sector are more interested in getting information via newspaper/magazine/internet articles (3) than companies in manufacturing (2), retail or industry (both 8). Q4 What would be your preferred ways to receive information about ADR? (MULTIPLE ANSWERS POSSIBLE) The Internet Information through trade organizations (e.g. newsletter) Articles in newspapers/ma gazines/internet sites Other businesses (word of mouth) Advertisement in a newspaper, on television or on the radio EU27 6 4 24 2 4 Enterprise categories SMEs 6 4 23 2 5 Large enterprises 45 4 32 3 5 Enterprises categories Micro 6 38 23 22 5 Small 6 4 2 9 5 Medium 62 5 35 22 Sectors grouped (NACE) Manufacturing (only B2B) 6 37 2 7 4 Retail (only B2B) 6 43 8 22 2 Services (only B2B) 58 4 3 2 6 Industry (only B2B) 63 37 8 23 3 Base: All companies that have encountered at least one dispute/disagreement with another company (N=4,64) 67

FLASH EUROBAROMETER Alternative Dispute Resolution 4. DISAGREEMENTS/DISPUTES ENCOUNTERED BY COMPANIES IN THE EU 4.. Proportion of companies that have encountered a disagreement or dispute - 38 of companies in Europe have encountered a disagreement/dispute with another company - Companies were initially asked if they had encountered any disagreements or disputes with other businesses. 38 said they had. More than one third (36) of companies said they had a disagreement with another business in their own country, 5 said they had a disagreement with a company in another EU country. Only 2 have experienced a disagreement with a company in a non-eu country. Companies in Greece, the Netherlands (both 64), Slovenia (62) and Slovakia (6) are most likely to have experienced at least one disagreement/dispute with another business. This is much higher than the EU average of 38. In contrast, only 6 of companies in the UK and Romania, and 9 in Estonia say they have experienced at least one disagreement or dispute with another business. 68

FLASH EUROBAROMETER Alternative Dispute Resolution Base: All companies (N=,87) 69

FLASH EUROBAROMETER Alternative Dispute Resolution An analysis of company characteristics shows that larger enterprises are more likely to have experienced at least one disagreement/dispute, when compared to SMEs. More than one third (37) of SMEs have experienced at least one disagreement/dispute with another company, compared to half (5) of all large enterprises. The results also show a difference between the sub-groups of SMEs, with the larger SMEs experiencing more disputes. One third (34) of micro enterprises have experienced at least one disagreement/dispute with another company, compared to 48 of small enterprises and 58 of medium enterprises. Companies in the service and retail sectors are the least likely to have experienced a dispute with another business (both 35), with companies in manufacturing (45) and industry (44) the most likely to say they have experienced at least one dispute. 24 Q Have you ever encountered a disagreement/dispute with another business (for example in relation to payment, quality of goods or services provided) (MULTIPLE ANSWERS POSSIBLE) At least one disagreement /dispute No DK/NA EU27 38 62 Enterprise categories SMEs 37 62 Large enterprises 5 47 3 SMEs Micro 34 65 Small 48 5 Medium 58 38 3 Sectors grouped (NACE) Manufacturing (only B2B) 45 55 Retail (only B2B) 35 64 Services (only B2B) 35 64 Industry (only B2B) 44 56 Base: All companies (N=,87) 24 Companies that had not encountered a disagreement or dispute with another business did not complete any further parts of the survey 7

FLASH EUROBAROMETER Alternative Dispute Resolution 4.2. Average number of disagreements/disputes encountered in the last three years Companies that had experienced disagreements/disputes with other companies were asked, where relevant, how many disputes they had had in the past three years with businesses located in their country, in the EU, and outside the EU. Those companies who said they experienced disagreements/disputes with other companies (i.e. excluding those who answered None, Refusal or Don t know ) in their own country have reported an average of 6.2 domestic disagreements/disputes with other businesses within the last three years. The companies that have experienced cross-border disputes within the EU reported an average of 4.3 disputes with companies in other EU countries, and those companies that have experienced disputes with companies in non-eu countries reported an average of 3.2. Additional analysis of these results was conducted across all companies, not just those who experienced a disagreement/dispute. This analysis shows that European companies have had an average of 2. disagreements with other businesses in their country,.2 disputes with companies in other EU countries, and.5 disputes with companies in non-eu countries in the past three years. 7

FLASH EUROBAROMETER Alternative Dispute Resolution 4.2.. With companies in the same country At a country level, there is a large variation in the number of disputes that companies have experienced with other businesses in their country in the past three years. Companies in Malta recorded the highest number of disagreements, with an average of 2.7. Companies in Greece had an average of.6 disagreements, while those in Cyprus averaged disagreements with other businesses in their country the past three years. These figures are all higher than the EU average of 6.5. In contrast, Swedish companies averaged 2.9 disagreements in the past three years, and UK companies 3.2 disagreements in the same time period. Base: All companies that had experienced a disagreement/dispute with another business in their country in the past three years (N=3,46) 72

FLASH EUROBAROMETER Alternative Dispute Resolution SMEs have experienced on average 6 disputes with other businesses in their country in the past three years, compared to 2.5* disputes for large enterprises 25. Among SMEs, micro enterprises (5.3) and small enterprises (7.) experienced fewer disputes than medium enterprises (.4). Companies in the retail sector have the highest average number of disputes in the past three years (8.) when compared to companies in industry (6.), manufacturing (5.8) and those in the services sector (5.3). Q2_ Could you please estimate how many disagreements/disputes with other businesses located in (OUR COUNTRY) you have encountered over the last 3 years? Average EU27 6.2 Entreprises categories SMEs 6 Large 2.5* SMEs Micro 5.3 Small 7. Medium.4 Sectors grouped (NACE) Manufacturing (only B2B) 5.8 Retail (only B2B) 8. Services (only B2B) 5.3 Industry (only B2B) 6 Base: All companies that had experienced a disagreement/dispute with another business in their country in the past three years (N=3,46) * marking results that have to be interpreted with caution due to low bases 25 Please note that for this question the base for large enterprises is low (n= 79) and therefore the results should be interpreted with caution. 73

FLASH EUROBAROMETER Alternative Dispute Resolution 4.2.2. With companies in other EU countries - Companies have experienced an average of 4.3 disagreements with businesses in other EU countries in the past three years - SMEs experienced an average of 3.9 disputes with businesses in other EU countries in the past three years. This compares to an average of 9.9* disputes for large enterprises 26. Among SMEs, micro enterprises experienced 3. disputes with businesses in other EU countries in the past three years. Small enterprises (4.6) and medium enterprises (5.9)* 27 experienced more disputes than micro enterprises. Q2_2 Could you please estimate how many disagreements/disputes with other businesses located outside (OUR COUNTRY) but within the European Union you have encountered over the last 3 years? Average EU27 4.3 Entreprises categories SMEs 3.9 Large 9.9* SMEs Micro 3. Small 4.6 Medium 5.9* Sectors grouped (NACE) Manufacturing (only B2B) 3.4 Retail (only B2B) 6 Services (only B2B) 4.4 Industry (only B2B) 2.7 Base: All companies that had experienced a disagreement/dispute with another business in another EU country in the past three years (N=463) 4.2.3. With companies outside the EU - Companies have experienced an average of 3.2 disagreements with businesses outside the EU in the past three years - Full analysis of company characteristics was not possible due to sample size restrictions. However, the partial analysis showed that SMEs experienced 2.7 disagreements on average. 26 Please note that for this question the base for large enterprises is low (n= 35) and therefore the results should be interpreted with caution. 27 Please note that for this question the base for medium enterprises is low (n= 79) and therefore the results should be interpreted with caution. 74

FLASH EUROBAROMETER Alternative Dispute Resolution 4.3. Proportion of unresolved disagreements/disputes Companies that have experienced a dispute with another company were asked about the average percentage of resolved and unresolved disputes. On average, 38.4 of disputes with companies in their country have been not resolved, while 35.8 of disputes with companies outside their country remained unresolved. Base: All companies that had a disagreement with another company in their country, excluding 'don't know' and refusals (N=3,62) Base: All companies that had a disagreement with another company in another country, excluding 'don't know' and refusals (N=69) These results are discussed in more detail in the following section. 4.3.. With companies in the same country - Around four in ten disputes with companies in the same country have not been resolved - On average, companies say that 38.4 of their disputes with other businesses in their country have not been resolved, but there is a wide variation across the EU. In Portugal, 75.2 of disputes with other companies in that country have not been resolved. The average non-resolution rate for disputes between companies in Cyprus (65) and Greece (6.7) is also high. By comparison, companies in Finland have only 3.9 of disputes with other businesses in their country that were not resolved. The proportion is also low in Denmark (4.6) and the Netherlands (6.8). 75

FLASH EUROBAROMETER Alternative Dispute Resolution Base: All companies that had a disagreement with another company in their country, excluding 'don't know' and refusals (N=3,62) Analysis of company characteristics shows a relationship between dispute resolution and company size. SMEs are less likely to resolve disputes with another company in their country, compared to larger enterprises. Almost one in four (38.8) disputes involving SMEs are unresolved compared to 24.6* of unresolved disputes for large enterprises 28. Companies in the industry sector have the highest proportion of unresolved disputes with other businesses in their country (46.), particularly when compared to businesses in the services sector (34.6). It is worth noting that companies that have experience with the court system are less likely than those that have experience with ADR to resolve disagreements/disputes with other businesses in their country. An average of 45. of disputes remains unresolved for companies that have experience with the court system. This compares to 33.7 of unresolved disputes for companies that have experience with an arbitration style ADR and 38.5 of unresolved disputes for enterprises that have experience with a mediation style ADR. 28 Please note that for this question the base for large enterprises is low (n= 8) and therefore the results should be interpreted with caution. 76

FLASH EUROBAROMETER Alternative Dispute Resolution Q3_TT Could you please estimate what proportion of disagreements/disputes with other businesses located in (OUR COUNTRY) has been resolved? Average "Unresolved" EU27 38.4 Enterprise categories SMEs 38.8 Large enterprises 24.6* SMEs Micro 42. Small 32.7 Medium 22.8 Sectors grouped (NACE) Manufacturing (only B2B) 38 Retail (only B2B) 4. Services (only B2B) 34.6 Industry (only B2B) 46 Companies that have experience with A court 45. Binding ADR 33.7 Amicable ADR 38.5 None 32 Base: All companies that had a disagreement with another company in their country, excluding 'don't know' and refusals (N=3,62) * marking results that have to be interpreted with caution due to low bases 77

FLASH EUROBAROMETER Alternative Dispute Resolution 4.3.2. With companies outside their country - More than 35 of disputes with companies in another country have not been resolved - Companies that experienced disagreements or disputes with businesses outside of their country were asked what proportion of these remained unresolved. On average, companies have had 35.8 of their disagreements/disputes with other businesses in other countries unresolved. Samples sizes were too small to perform a meaningful, statistically valid analysis either at country level or for company characteristics. The company characteristics analysis shows a relationship between the proportion of disputes resolved and company size, with SMEs having a greater proportion of unresolved disputes with businesses outside their country (SMEs: 36.6 vs. Large enterprises: 23.2* 29 ). Companies in the services and industry sectors have the highest average proportion of disputes unresolved (39.5 and 38.3 respectively), particularly compared to companies in the manufacturing sector (29.5). 29 Please note that for this question the base for large enterprises is rather low (n= 38) and therefore the results should be interpreted with caution. 78

ANNEXES

TECHNICAL SPECIFICATIONS

FLASH EUROBAROMETER Business-to-business Alternative Dispute Resolution in the EU TECHNICAL SPECIFICATIONS Between the 9th of March and the 4th of April 22, TNS Political & Social, a consortium created between TNS political & social, TNS UK and TNS opinion, carried out the survey FLASH EUROBAROMETER about "Business-tobusiness Alternative Dispute Resolution in the EU ". This survey has been requested by the EUROPEAN COMMISSION, Directorate-General for Justice. It is a general public survey co-ordinated by the Directorate-General for Communication ("Research and Speechwriting" Unit). The FLASH EUROBAROMETER covers companies employing or more persons in all the sectors (excluding sectors N: Administrative andsupport service activities and O: Public administration and defence) in the 27 Member states of the European Union. All interviews were carried using the TNS e-call center (our centralized CATI system). The sample was selected from an international business database, with some additional sample from local sources in countries where necessary. Whenever a company was eligible the selected respondent had to be a general manager, a financial director or a significant owner. Quotas were applied on both company size (using four different ranges: -9 employees, -49 employees, 5 employees or more) and sectors (Retail, Services, Manufacturing and Industry). These quotas were adjusted according to the country s universe but were also reasoned in order to ensure that the sample was large enough in every cell. TS

ABBR. COUNTRIES INSTITUTES N INTERVIEWS FIELDWORK DATES POPULATION BE Belgium TNS Dimarso 43 9/3/22 28/3/22.479 BG Bulgaria TNS BBSS 4 9/3/22 28/3/22 9.958 CZ Czech Rep. TNS Aisa s.r.o 42 9/3/22 28/3/22 2.394 DK Denmark TNS Gallup A/S 43 9/3/22 28/3/22 5.765 DE Germany TNS Infratest 54 9/3/22 3/4/22 33.4 EE Estonia TNS Emor 4 9/3/22 3/4/22 2.479 EL Greece TNS ICAP 4 9/3/22 2/4/22.82 ES Spain TNS Demoscopia S.A 5 9/3/22 4/4/22 54.769 FR France TNS Sofres 52 9/3/22 3/4/22 6.838 IE Ireland IMS Millward Brown 4 9/3/22 4/4/22.587 IT Italy TNS Infratest 52 9/3/22 4/4/22 59.97 CY Rep. of Cyprus CYMAR 2 9/3/22 28/3/22.68 LV Latvia TNS Latvia 4 9/3/22 2/4/22 3.977 LT Lithuania TNS LT 4 9/3/22 28/3/22 6.36 LU Luxembourg TNS Dimarso 2 9/3/22 28/3/22.689 HU Hungary TNS Hoffmann Kft 4 9/3/22 29/3/22.265 MT Malta MISCO International Ltd 2 9/3/22 28/3/22.283 NL Netherlands TNS NIPO 42 9/3/22 28/3/22 8.953 AT Austria TNS Austria 4 9/3/22 3/4/22 5.37 PL Poland TNS OBOP 5 9/3/22 3/4/22 2.254 PT Portugal TNS EUROTESTE 42 9/3/22 3/4/22 2.827 RO Romania TNS CSOP 4 9/3/22 2/4/22 8.346 SI Slovenia RM PLUS 49 9/3/22 28/3/22 2.87 SK Slovakia TNS AISA Slovakia 45 9/3/22 2/4/22 4.8 FI Finland TNS Gallup Oy 4 9/3/22 3/4/22 6.84 SE Sweden TNS SIFO 4 9/3/22 2/4/22 2.55 UK United Kingdom TNS UK 52 9/3/22 2/4/22 73.292 TOTAL EU27.84 9/3/22 4/4/22 594.4 TS2

For each country a comparison between the sample and the universe was carried out. The Universe description was derived from Eurostat population data or from national statistics offices. For all countries surveyed, a national weighting procedure, using marginal and intercellular weighting, was carried out based on this Universe description. In all countries, sectors and size of company were introduced in the iteration procedure. For international weighting (i.e. EU averages), TNS Opinion & Social applies the official population figures as provided by EUROSTAT or national statistic offices. The total population figures for input in this post-weighting procedure are listed above. Readers are reminded that survey results are estimations, the accuracy of which, everything being equal, rests upon the sample size and upon the observed percentage. With samples of about 4 interviews, the real percentages vary within the following confidence limits: Observed percentages or 9 2 or 8 3 or 7 4 or 6 5 Confidence limits ± 2.9 points ± 3.9 points ± 4.5 points ± 4.8 points ± 4.9 points The values in the table are the margin of error at 95 confidence level for a given survey estimate and sample size: TS3

QUESTIONNAIRE

A Flash number B Country C Interview number NACE NACE code (Sample information) NACE code - 4 digits SIZE Size of company (Sample information) Size of company ASK ALL D2 How many employees do you have in your company? (READ OUT ONE ANSWER ONLY) to 9 employees to 49 employees 5 to 249 employees 25 employees or more DK/NA 2 3 4 5 IF D2=5 AND SIZE=NULL THEN STOP INTERVIEW D3 Which of the following best describes your company? Your company (READ OUT ONE ANSWER ONLY) Currently sells or buys cross-border to or from businesses in other EU countries Is considering selling or buying cross-border to or from businesses in other EU countries in the future Only sells or buys in (OUR COUNTRY) Only sells or buys to/from the rest of the world DK/NA 2 3 4 5 Q

D4 How long has your company been in business? (RECORD NUMBER OF YEARS - CODE 999 IF DON'T KNOW) Years D5 Over the past two years, has your company s annual turnover increased, decreased or remained unchanged? (ONE ANSWER ONLY) Increased Decreased Remained unchanged Not applicable (DO NOT READ OUT) DK/NA 2 3 4 5 D6 What was your turnover last year? (READ OUT - ONE ANSWER ONLY) Less than euros More than to 5 euros More than 5 to 2 million euro More than 2 to million euro More than to 5 million euro More than 5 million euro Not applicable (DO NOT READ OUT) DK/NA 2 3 4 5 6 7 8 Q Have you ever encountered a disagreement/dispute with another business (for example in relation to payment, quality of goods or services provided) (READ OUT MULTIPLE ANSWERS POSSIBLE) Located in (OUR COUNTRY)? Located outside (OUR COUNTRY) but within the EU? Located outside (OUR COUNTRY) and outside the EU? No DK/NA, 2, 3, 4, 5, IF CODE 4 or 5 IN Q STOP INTERVIEW Q2

ASK Q2. IF ENCOUNTERED A DISAGREEMENT/DISPUTE WITH ANOTHER BUSINESS LOCATED IN (OUR COUNTRY), CODE IN Q Q2. Could you please estimate how many disagreements/disputes with other businesses located in (OUR COUNTRY) you have encountered over the last 3 years? (RECORD THE NUMBER OF DISAGREEMENTS/DISPUTES CODE 98 IF REFUSAL CODE 99 IF DK/NA ) Disagreements/ Disputes ASK Q2.2 IF ENCOUNTERED A DISAGREEMENT/DISPUTE WITH ANOTHER BUSINESS LOCATED OUTSIDE (OUR COUNTRY) BUT WITHIN THE EU CODE 2 IN Q Q2.2 Could you please estimate how many disagreements/disputes with other businesses located outside (OUR COUNTRY) but within the European Union you have encountered over the last 3 years? (RECORD THE NUMBER OF DISAGREEMENTS/DISPUTES CODE 98 IF REFUSAL CODE 99 IF DK/NA ) Disagreements/ Disputes ASK Q2.3 IF ENCOUNTERED A DISAGREEMENT/DISPUTE WITH ANOTHER BUSINESS LOCATED OUTSIDE (OUR COUNTRY) AND OUTSIDE THE EU, CODE 3 IN Q Q2.3 Could you please estimate how many disagreements/disputes with other businesses located outside the European Union you have encountered over the last 3 years? (RECORD THE NUMBER OF DISAGREEMENTS/DISPUTES CODE 98 IF REFUSAL CODE 99 IF DK/NA ) Disagreements/ Disputes Q3

ASK Q3. IF ENCOUNTERED A DISAGREEMENT/DISPUTE WITH ANOTHER BUSINESS LOCATED IN (OUR COUNTRY), CODE IN Q Q3. Could you please estimate what proportion of disagreements/disputes with other businesses located in (OUR COUNTRY) has been resolved? (RECORD IN PERCENTAGE CODE 998 IF REFUSAL CODE 999 IF DK/NA ) Disagreements/ Disputes ASK Q3.2 IF ENCOUNTERED A DISAGREEMENT/DISPUTE WITH ANOTHER BUSINESS LOCATED OUTSIDE (OUR COUNTRY) BUT WITHIN THE EU or ENCOUNTERED A DISAGREEMENT/DISPUTE WITH ANOTHER BUSINESS LOCATED OUTSIDE (OUR COUNTRY) AND OUTSIDE THE EU, CODE 2 OR 3 IN Q Q3.2 Could you please estimate what proportion of disagreements/disputes with other businesses located outside (OUR COUNTRY) has been resolved? (RECORD IN PERCENTAGE CODE 998 IF REFUSAL CODE 999 IF DK/NA ) Disagreements/ Disputes Alternative Dispute Resolution (ADR) covers all dispute resolution processes that operate outside of the judicial process. ADR includes processes like mediation, arbitration and many others. ASK Q4 IF ENCOUNTERED A DISAGREEMENT/DISPUTE WITH ANOTHER BUSINESS, code to 3 in Q Q4 Have you ever used the following means of resolving a disagreement/dispute with another business? (READ OUT MULTIPLE ANSWERS POSSIBLE ) A court An ADR scheme that resulted in a binding decision (e.g. arbitration) An ADR scheme that aimed for an amicable agreement (e.g. mediation) None of the above DK/NA, 2, 3, 4, 5, Q4

ASK Q5a. IF HAS ENCOUNTERED A DISAGREEMENT/DISPUTE WITH ANOTHER BUSINESS ONLY IN OUR COUNTRY AND IF HAS USED A COURT, ONLY CODE IN Q and CODE IN Q4 Q5a. Over the last three years, how many times have you used a court when trying to resolve a disagreement/dispute with another business in [OUR COUNTRY]? (RECORD IN TIMES CODE IF NONE CODE 98 IF REFUSAL CODE 99 IF DK/NA ) Times ASK Q5b. IF HAS ENCOUNTERED A DISAGREEMENT/DISPUTE WITH ANOTHER BUSINESS OUTSIDE OUR COUNTRY AND IF HAS USED A COURT, CODE 2 OR 3 IN Q and CODE IN Q4 Q5b. Over the last three years, how many times have you used a court when trying to resolve a disagreement/dispute with another business outside [OUR COUNTRY]? (RECORD IN TIMES CODE IF NONE CODE 98 IF REFUSAL CODE 99 IF DK/NA ) Times ASK Q5a.2 IF HAS ENCOUNTERED A DISAGREEMENT/DISPUTE WITH ANOTHER BUSINESS ONLY IN OUR COUNTRY AND IF HAS USED AN ADR SCHEME THAT RESULTED IN A BINDING DECISION, ONLY CODE IN Q and CODE 2 IN Q4 Q5a.2 Over the last three years, how many times have you used ADR schemes resulting in binding decisions (e.g. arbitration) when trying to resolve a disagreement/dispute with another business in [OUR COUNTRY]? (RECORD IN TIMES CODE IF NONE CODE 98 IF REFUSAL CODE 99 IF DK/NA ) Times ASK Q5b.2 IF HAS ENCOUNTERED A DISAGREEMENT/DISPUTE WITH ANOTHER BUSINESS OUTSIDE OUR COUNTRY AND IF HAS USED AN ADR SCHEME THAT RESULTED IN A BINDING DECISION, CODE 2 OR 3 IN Q and CODE 2 IN Q4 Q5b.2 Over the last three years, how many times have you used ADR schemes resulting in binding decisions (e.g. arbitration) when trying to resolve a disagreement/dispute with another business outside [OUR COUNTRY]? (RECORD IN TIMES CODE IF NONE CODE 98 IF REFUSAL CODE 99 IF DK/NA ) Times Q5

ASK Q5a.3 IF HAS ENCOUNTERED A DISAGREEMENT/DISPUTE WITH ANOTHER BUSINESS ONLY IN OUR COUNTRY AND IF HAS USED AN ADR SCHEME THAT AIMED FOR AN AMICABLE AGREEMENT, ONLY CODE IN Q and CODE 3 IN Q4 Q5a.3 Over the last three years, how many times have you used ADR schemes aiming for an amicable agreement (e.g. mediation) when trying to resolve a disagreement/dispute with another business in [OUR COUNTRY]? (RECORD IN TIMES CODE IF NONE CODE 98 IF REFUSAL CODE 99 IF DK/NA ) Times ASK Q5b.3 IF HAS ENCOUNTERED A DISAGREEMENT/DISPUTE WITH ANOTHER BUSINESS OUTSIDE OUR COUNTRY AND IF HAS USED AN ADR SCHEME THAT AIMED FOR AN AMICABLE AGREEMENT, CODE 2 OR 3 IN Q and CODE 3 IN Q4 Q5b.3 Over the last three years, how many times have you used ADR schemes aiming for an amicable agreement (e.g. mediation) when trying to resolve a disagreement/dispute with another business outside [OUR COUNTRY]? (RECORD IN TIMES CODE IF NONE CODE 98 IF REFUSAL CODE 99 IF DK/NA ) Times ASK Q6. IF HAS USED COURT AS MEANS OF DISPUTE RESOLUTION, CODE IN Q4 Q6. Based on your experience with the court system, would you say that you were very satisfied, fairly satisfied, fairly dissatisfied or very dissatisfied with the following? (READ OUT ONE ANSWER ONLY) Very satis fied Fairl y satis fied Fairl y diss atisfi ed Very diss atisfi ed Neit her satis fied nor diss atisfi ed (DO NOT REA D OUT ) DK/ NA Duration of the procedure 2 3 4 5 6 2 Cost of the procedure (all included) 2 3 4 5 6 3 Personal efforts required 2 3 4 5 6 4 Ease of the procedure 2 3 4 5 6 Q6

ASK Q6.2 IF HAS USED AN ADR SCHEME AS MEANS OF DISPUTE RESOLUTION, CODES 2 OR 3 IN Q4 Q6.2 Based on your experience with the ADR scheme, would you say that you were very satisfied, fairly satisfied, fairly dissatisfied or very dissatisfied with the following? (READ OUT ONE ANSWER ONLY) Very satis fied Fairl y satis fied Fairl y diss atisfi ed Very diss atisfi ed Neit her satis fied nor diss atisfi ed (DO NOT REA D OUT ) DK/ NA Duration of the procedure 2 3 4 5 6 2 Cost of the procedure (all included) 2 3 4 5 6 3 Personal efforts required 2 3 4 5 6 4 Ease of the procedure 2 3 4 5 6 ASK Q7. IF ENCOUNTERED A DISAGREEMENT/ DISPUTE, CODE TO 3 IN Q Q7.: ROTATE CODES to 6 Q7. Thinking about the last time you encountered a disagreement/dispute with another business where you did not go to court, why did you decide not to go to court? (READ OUT THREE POSSIBLE ANSWERS) The procedure would be too expensive with respect to the sum involved The procedure would take too long You did not know how to begin the procedure You did not want to ruin the business relationship with the other business You would have had to go to court in a foreign country You thought that nothing would come out of this Other (DO NOT READ OUT) None (DO NOT READ OUT) DK/NA, 2, 3, 4, 5, 6, 7, 8, 9, Q7

ASK Q7.2 IF ENCOUNTERED A DISAGREEMENT/DISPUTE CODE TO 3 IN Q Q7.2: ROTATE CODES to 8 Q7.2 Thinking about the last time you encountered a disagreement/dispute with another business where you did not use an ADR scheme resulting in a binding decision, why did you decide not to use an ADR scheme resulting in a binding decision? (READ OUT THREE POSSIBLE ANSWERS) The procedure would be too expensive with respect to the sum involved The procedure would take too long You did not know of the existence of this procedure You did not know how to begin the procedure You did not want to ruin the business relationship with the other business The competent ADR scheme would have been in a foreign country or in a foreign language You thought that nothing would come out of this The other party did not want to participate Other (DO NOT READ OUT) None (DO NOT READ OUT) DK/NA, 2, 3, 4, 5, 6, 7, 8, 9,,, ASK Q7.3 IF ENCOUNTERED A DISAGREEMENT/DISPUTE, CODE TO 3IN Q Q7.3: ROTATE CODES to 8 Q7.3 Thinking about the last time you encountered a disagreement/dispute with another business where you did not use an ADR scheme aiming for an amicable agreement (e.g. mediation), why did you decide not to use an ADR scheme aiming for an amicable agreement? (READ OUT THREE POSSIBLE ANSWERS) The procedure would be too expensive with respect to the sum involved The procedure would take too long You did not know of the existence of this procedure You did not know how to begin the procedure You did not want to ruin the business relationship with the other business The competent ADR scheme would have been in a foreign country or in a foreign language You thought that nothing would come out of this The other party did not want to participate Other (DO NOT READ OUT) None (DO NOT READ OUT) DK/NA, 2, 3, 4, 5, 6, 7, 8, 9,,, Q8

ASK Q8a IF ENCOUNTERED A DISAGREEMENT/DISPUTE WITH A BUSINESS ONLY IN OUR COUNTRY, ONLY CODE IN Q Q8a. Could you please estimate the total cost value that was in disagreement/dispute in the last problem you had with another business located in (OUR COUNTRY)? (RECORD IN EURO CODE 9999999998 IF REFUSAL CODE 9999999999 IF DK/NA ) Euro ASK Q8b IF ENCOUNTERED A DISAGREEMENT/DISPUTE WITH A BUSINESS OUTSIDE OUR COUNTRY, CODE 2 OR 3 EN Q Q8b. Could you please estimate the total cost value that was in disagreement/dispute in the last problem you had with another business located outside (OUR COUNTRY)? (RECORD IN EURO CODE 9999999998 IF REFUSAL CODE 9999999999 IF DK/NA ) Euro ASK Q9a IF ENCOUNTERED A DISAGREEMENT/DISPUTE WITH A BUSINESS ONLY IN OUR COUNTRY AND WENT TO COURT, ONLY CODE IN Q AND CODE IN Q4 Q9a. Could you please estimate how long your last disagreement/ dispute with another business located in (OUR COUNTRY) took to be resolved in a court? (RECORD IN MONTHS CODE 98 IF REFUSAL CODE 99 IF DK/NA ) Months Q9

ASK Q9b IF ENCOUNTERED A DISAGREEMENT/DISPUTE WITH A BUSINESS LOCATED OUTSIDE OUR COUNTRY AND WENT TO COURT, CODE 2 OR 3 IN Q AND CODE IN Q4 Q9b. Could you estimate how long your last disagreement/ dispute with another business located outside (OUR COUNTRY) took to be resolved in a court? (RECORD IN MONTHS CODE 98 IF REFUSAL CODE 99 IF DK/NA ) Months ASK Q9a2 IF ENCOUNTERED A DISAGREEMENT/DISPUTE WITH A BUSINESS ONLY IN OUR COUNTRY AND USED AN ADR SCHEME THAT RESULTED IN A BINDING DECISION, ONLY CODE IN Q AND CODE 2 IN Q4 Q9a.2 Could you please estimate how long your last disagreement/ dispute with another business located in (OUR COUNTRY) took to be resolved using an ADR scheme that resulted in a binding decision (e.g. arbitration)? (RECORD IN MONTHS CODE 98 IF REFUSAL CODE 99 IF DK/NA ) Months ASK Q9b2 IF ENCOUNTERED A DISAGREEMENT/DISPUTE WITH A BUSINESS LOCATED OUTSIDE OUR COUNTRY AND USED AN ADR SCHEME THAT RESULTED IN A BINDING DECISION, CODE 2 OR 3 IN Q AND CODE 2 IN Q4 Q9b.2 Could you please estimate how long your last disagreement/ dispute with another business located outside (OUR COUNTRY) took to be resolved using an ADR scheme that resulted in a binding decision (e.g. arbitration)? (RECORD IN MONTHS CODE 98 IF REFUSAL CODE 99 IF DK/NA ) Months ASK Q9a3 IF ENCOUNTERED A DISAGREEMENT/DISPUTE WITH A BUSINESS ONLY IN OUR COUNTRY AND USED AN ADR SCHEME THAT AIMED FOR AN AMICABLE AGREEMENT, ONLY CODE IN Q AND CODE 3 IN Q4 Q9a.3 Could you please estimate how long your last disagreement/ dispute with another business located in (OUR COUNTRY) took to be resolved using an ADR scheme that aimed for an amicable agreement (e.g. mediation)? (RECORD IN MONTHS CODE 98 IF REFUSAL CODE 99 IF DK/NA ) Months Q

ASK Q9b3 IF ENCOUNTERED A DISAGREEMENT/DISPUTE WITH A BUSINESS LOCATED OUTSIDE OUR COUNTRY AND USED AN ADR SCHEME THAT AIMED FOR AN AMICABLE AGREEMENT, CODE 2 OR 3 IN Q AND CODE 3 IN Q4 Q9b.3 Could you please estimate how long your last disagreement/ dispute with another business located outside (OUR COUNTRY) took to be resolved using an ADR scheme that aimed for an amicable agreement (e.g. mediation)? (RECORD IN MONTHS CODE 98 IF REFUSAL CODE 99 IF DK/NA ) Months ASK Qa IF ENCOUNTERED A DISAGREEMENT/DISPUTE WITH A BUSINESS LOCATED ONLY IN OUR COUNTRY AND WENT TO COURT, ONLY CODE IN Q AND CODE IN Q4 Qa. What was the total amount of money you spent, including fees for the procedure itself, travel expenses, costs of a lawyer, the last time you used a court for a problem with a business located in (OUR COUNTRY)? (RECORD IN EURO CODE 9999999998 IF REFUSAL CODE 9999999999 IF DK/NA ) Euro ASK Qb IF ENCOUNTERED A DISAGREEMENT/DISPUTE WITH A BUSINESS LOCATED OUTSIDE OUR COUNTRY AND WENT TO COURT, CODE 2 OR 3 IN Q AND CODE IN Q4 Qb. What was the total amount of money you spent, including fees for the procedure itself, travel expenses, costs of a lawyer, the last time you used a court for a problem with a business located outside (OUR COUNTRY)? (RECORD IN EURO CODE 9999999998 IF REFUSAL CODE 9999999999 IF DK/NA ) Euro ASK Qa2 IF ENCOUNTERED A DISAGREEMENT/DISPUTE WITH A BUSINESS LOCATED ONLY IN OUR COUNTRY AND USED AN ADR SCHEME THAT RESULTED IN A BINDING DECISION, ONLY CODE IN Q AND CODE 2 IN Q4 Qa.2 What was the total amount of money you spent, including fees for the procedure itself, travel expenses, costs of a lawyer, the last time you used an ADR scheme that resulted in a binding decision (e.g. arbitration) for a problem with a business located in (OUR COUNTRY)? (RECORD IN EURO CODE 9999999998 IF REFUSAL CODE 9999999999 IF DK/NA ) Euro Q

ASK Qb2 IF ENCOUNTERED A DISAGREEMENT/DISPUTE WITH A BUSINESS LOCATED OUTSIDE OUR COUNTRY AND USED AN ADR SCHEME THAT RESULTED IN A BINDING DECISION, CODE 2 OR 3 IN Q AND CODE 2 IN Q4 Qb.2 What was the total amount of money you spent, including fees for the procedure itself, travel expenses, costs of a lawyer, the last time you used an ADR scheme that resulted in a binding decision (e.g. arbitration) for a problem with a business located outside (OUR COUNTRY)? (RECORD IN EURO CODE 9999999998 IF REFUSAL CODE 9999999999 IF DK/NA ) Euro ASK Qa3 IF ENCOUNTERED A DISAGREEMENT/DISPUTE WITH A BUSINESS LOCATED IN OUR COUNTRY AND USED AN ADR SCHEME THAT AIMED FOR AN AMICABLE AGREEMENT, ONLY CODE IN Q AND CODE 3 IN Q4 Qa.3 What was the total amount of money you spent, including fees for the procedure itself, travel expenses, costs of a lawyer, the last time you used an ADR scheme that aimed for an amicable agreement (e.g. mediation) for a problem with a business located in (OUR COUNTRY)? (RECORD IN EURO CODE 9999999998 IF REFUSAL CODE 9999999999 IF DK/NA ) Euro ASK Qb3 IF ENCOUNTERED A DISAGREEMENT/DISPUTE WITH A BUSINESS LOCATED OUTSIDE OUR COUNTRY AND USED AN ADR SCHEME THAT AIMED FOR AN AMICABLE AGREEMENT, CODE 2 OR 3 IN Q AND CODE 3 IN Q4 Qb.3 What was the total amount of money you spent, including fees for the procedure itself, travel expenses, costs of a lawyer, the last time you used an ADR scheme that aimed for an amicable agreement (e.g. mediation) for a problem with a business located outside (OUR COUNTRY)? (RECORD IN EURO CODE 9999999998 IF REFUSAL CODE 9999999999 IF DK/NA ) Euro Q2

ASK Q TO 4 IF HAS ENCOUNTERED A DISAGREEMENT/ DISPUTE WITH ANOTHER BUSINESS, CODE TO 3 IN Q Q To resolve future disputes with other businesses, would you consider using...? (READ OUT ONE ANSWER ONLY) Definitely, yes Probably, yes Probably, not Definitely, not DK/NA 2 A court 2 3 4 5 An ADR scheme that results in a binding decision (e.g. arbitration) 2 3 4 5 3 An ADR scheme that aims for an amicable agreement (e.g. mediation) 2 3 4 5 ASK Q2 IF YES, YOU CONSIDER USING ADR", code or 2 in Q.2-3 Q2 How would you be willing to pay for ADR services (e.g. mediation, arbitration)? (READ OUT ONE ANSWER ONLY) Through fees paid directly by the parties to the dispute Through trade organizations or chambers of commerce In another way You are not willing to pay for ADR services DK/NA 2 3 4 5 Q3

ASK ALL Q3: ROTATE CODES to 8 Q3 When using an Alternative Dispute Resolution (ADR) scheme, what would you or do you consider as the three most important aspects? This procedure should be (READ OUT THREE POSSIBLE ANSWERS) Simple and easy to understand online Cheap Quick to reach a solution Conducted by an experienced arbitrator or mediator Conducted by an arbitrator or mediator who has knowledge and experience in the field of your dispute Working in (OUR LANGUAGE) Leading to a binding decision for the parties Other (DO NOT READ OUT) None (DO NOT READ OUT) DK/NA, 2, 3, 4, 5, 6, 7, 8, 9,,, Q4: ROTATE CODES to 5 Q4 What would be your preferred ways to receive information about ADR? (READ OUT MULTIPLE ANSWERS POSSIBLE) Other businesses (word of mouth) Advertisement in a newspaper, on television or on the radio The Internet Information through trade organizations (e.g. newsletter) Articles in newspapers/magazines/internet sites Other (DO NOT READ OUT) None (DO NOT READ OUT) DK/NA, 2, 3, 4, 5, 6, 7, 8, Q4

TABLES

Q Avez-vous déjà connu un désaccord/litige avec une autre entreprise (par exemple pour des questions de paiement, de qualité des produits ou des services fournis)... (PLUSIEURS REPONSES POSSIBLES) Q Have you ever encountered a disagreement/dispute with another business (for example in relation to payment, quality of goods or services provided) (MULTIPLE ANSWERS POSSIBLE) Située en (NOTRE PAYS)? Située hors de (NOTRE PAYS) mais au sein de l'ue? Située hors de (NOTRE PAYS) et hors de l'ue? Non NSP/SR Au moins un désaccord/litig e Located in (OUR COUNTRY)? Located outside (OUR COUNTRY) but within the EU? Located outside (OUR COUNTRY) and outside the EU? No DK/NA At least one disagreement/ dispute EU 27 BE BG CZ DK DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK 36 5 2 62 38 22 3 73 3 24 45 7 2 5 2 47 36 6 62 37 47 4 5 48 52 3 5 2 68 32 9 2 2 79 2 9 26 8 69 3 57 6 36 64 42 4 57 43 25 5 74 26 5 2 48 5 27 6 65 3 32 33 7 3 64 36 3 4 2 67 33 2 9 69 4 27 39 7 3 56 2 42 23 6 3 7 29 58 3 5 35 64 28 2 3 65 35 37 4 6 39 2 3 2 78 22 6 84 6 59 7 38 62 54 5 2 36 5 6 34 6 3 62 37 26 73 26 6 8 3 6 T

Q2_ Pourriez-vous estimer combien de désaccords/litiges avec d autres entreprises situées en (NOTRE PAYS) vous avez connus au cours des 3 dernières années? Q2_ Could you please estimate how many disagreements/disputes with other businesses located in (OUR COUNTRY) you have encountered over the last 3 years? Aucun 2 3 4 5 /6/22 None EU 27 5 7 7 4 6 4 BE 7 2 4 6 5 BG 6 9 7 8 28 CZ 9 26 3 6 5 9 DK 6 24 24 6 3 3 DE 6 7 6 3 6 5 EE 4 25 4 8 3 6 IE 2 25 5 6 7 24 EL 3 6 3 6 24 ES 2 4 5 2 6 FR 8 26 3 6 7 3 2 IT 2 7 3 6 9 8 CY 8 9 2 23 LV 3 25 6 6 9 7 LT 4 9 2 2 3 9 LU 9 7 3 8 5 8 HU 4 6 4 9 7 7 MT 8 7 7 7 6 8 NL 5 7 22 2 5 3 AT 23 22 8 6 6 PL 8 22 2 6 4 5 PT 4 3 8 9 7 2 RO 3 29 6 4 2 4 SI 2 4 2 7 3 4 SK 2 5 6 5 4 FI 3 3 5 6 5 6 SE 9 33 29 5 5 5 6 UK 4 36 6 5 4 4 3 T2

Q2_ Pourriez-vous estimer combien de désaccords/litiges avec d autres entreprises situées en (NOTRE PAYS) vous avez connus au cours des 3 dernières années? Q2_ Could you please estimate how many disagreements/disputes with other businesses located in (OUR COUNTRY) you have encountered over the last 3 years? 2//22 2 et plus REFUS NSP 2 and more REFUSAL DK EU 27 6 4 7 BE 4 2 9 BG 7 2 CZ 2 2 2 5 DK 3 4 7 DE 7 3 6 EE 3 3 3 IE 2 8 EL 5 6 2 5 ES 6 3 3 FR 6 3 6 IT 6 8 CY 2 9 8 LV 5 2 7 LT 3 5 6 LU 8 3 8 HU 9 4 MT 7 9 2 NL 4 6 5 AT 2 9 3 PL 4 3 5 PT 2 6 RO 6 5 SI 9 3 3 5 SK 7 3 6 FI 2 SE 4 4 UK 4 4 T3

Q2_T Pourriez-vous estimer combien de désaccords/litiges avec d autres entreprises situées en (NOTRE PAYS) vous avez connus au cours des 3 dernières années? Q2_T Could you please estimate how many disagreements/disputes with other businesses located in (OUR COUNTRY) you have encountered over the last 3 years? 2 3 4 5 /6/22 2//22 EU 27 2 9 5 7 2 6 6 BE 25 6 7 4 3 8 5 BG 6 2 3 9 32 8 CZ 23 32 6 7 6 3 DK 28 27 7 3 5 2 3 DE 9 8 5 7 7 2 8 EE 34 9 6 4 8 4 IE 26 5 6 8 25 2 EL 6 3 8 27 7 ES 5 6 2 2 7 7 FR 3 6 9 7 4 3 7 IT 2 2 4 7 2 7 CY 4 24 27 2 LV 4 27 7 7 8 5 LT 2 23 22 4 2 3 LU 2 4 22 8 22 9 HU 7 7 22 8 2 MT 2 2 29 NL 9 24 4 5 4 3 4 AT 3 26 26 9 7 7 2 PL 25 4 3 7 6 8 4 PT 3 22 9 2 27 6 RO 4 3 7 4 2 5 SI 5 2 22 8 4 6 SK 5 2 8 7 8 7 9 FI 34 5 7 7 8 6 SE 38 34 5 6 6 7 4 UK 4 7 6 4 4 4 5 T4

Q2_T Pourriez-vous estimer combien de désaccords/litiges avec d autres entreprises situées en (NOTRE PAYS) vous avez connus au cours des 3 dernières années? Q2_T Could you please estimate how many disagreements/disputes with other businesses located in (OUR COUNTRY) you have encountered over the last 3 years? 2 et plus 2 and more EU 27 5 BE 2 BG 2 CZ 2 DK 5 DE 4 EE 4 IE 8 EL 7 ES 3 FR 4 IT 9 CY LV 2 LT 5 LU 4 HU 5 MT 4 NL 7 AT PL 3 PT RO 6 SI 3 SK 4 FI 2 SE UK T5

Q2_TT Pourriez-vous estimer combien de désaccords/litiges avec d autres entreprises situées en (NOTRE PAYS) vous avez connus au cours des 3 dernières années? Q2_TT Could you please estimate how many disagreements/disputes with other businesses located in (OUR COUNTRY) you have encountered over the last 3 years? Aucun 2 3 4 5 /6/22 None EU 27 BE BG CZ DK DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE 66 6 6 5 2 4 5 79 5 3 3 2 3 56 2 4 8 5 3 2 67 7 9 5 2 2 3 56 3 6 5 72 5 5 4 2 4 3 84 5 3 2 2 75 7 4 2 2 2 6 45 3 5 6 2 9 4 59 6 6 8 4 5 7 77 6 3 4 2 3 5 5 9 6 3 5 9 73 2 3 3 5 6 67 4 8 5 2 3 6 7 6 6 6 3 3 8 3 4 3 4 63 2 6 7 3 4 6 8 2 2 4 45 3 7 3 7 7 75 3 6 6 2 2 2 66 8 5 4 2 5 6 82 4 2 2 4 84 2 5 2 2 2 42 8 6 2 4 7 9 52 7 5 8 3 8 8 7 4 5 2 5 2 77 8 8 2 UK 84 6 2 2 2 T6

Q2_TT Pourriez-vous estimer combien de désaccords/litiges avec d autres entreprises situées en (NOTRE PAYS) vous avez connus au cours des 3 dernières années? Q2_TT Could you please estimate how many disagreements/disputes with other businesses located in (OUR COUNTRY) you have encountered over the last 3 years? 2//22 2 et plus REFUS NSP 2 and more REFUSAL DK EU 27 2 2 2 BE 2 BG 3 5 CZ 2 DK 2 2 3 DE 2 2 EE 2 IE 2 EL 9 3 3 ES 3 FR 2 IT 3 4 5 CY 3 5 LV 2 2 LT 2 LU 2 2 HU 3 2 4 MT 2 2 5 NL 2 3 3 AT 2 PL 2 PT 3 RO SI 5 2 2 3 SK 4 2 3 FI SE UK T7

Q2_2 Pourriez-vous estimer combien de désaccords/litiges avec d autres entreprises situées hors de (NOTRE PAYS) mais au sein de l Union européenne vous avez connus au cours des 3 dernières années? Q2_2 Could you please estimate how many disagreements/disputes with other businesses located outside (OUR COUNTRY) but within the European Union you have encountered over the last 3 years? Aucun 2 3 4 5 /6/22 None EU 27 BE BG CZ DK DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE 8 3 6 2 2 8 8 26 2 2 4 2 8 28 9 3 3 2 24 5 3 3 7 8 5 6 29 22 6 4 4 3 5 69 2 39 9 8 9 5 4 6 8 5 44 2 23 3 5 47 7 4 4 8 3 67 6 4 4 7 2 2 2 34 28 7 2 4 5 8 7 7 24 25 2 25 2 3 37 3 7 5 7 22 29 27 2 2 4 25 3 4 5 9 6 27 9 6 3 5 6 8 2 9 5 6 7 6 9 2 24 2 4 2 8 2 2 2 8 8 27 23 8 4 3 2 45 8 3 8 63 5 6 2 9 2 UK 3 72 23 2 T8

Q2_2 Pourriez-vous estimer combien de désaccords/litiges avec d autres entreprises situées hors de (NOTRE PAYS) mais au sein de l Union européenne vous avez connus au cours des 3 dernières années? Q2_2 Could you please estimate how many disagreements/disputes with other businesses located outside (OUR COUNTRY) but within the European Union you have encountered over the last 3 years? 2//22 2 et plus REFUS NSP 2 and more REFUSAL DK EU 27 4 3 2 6 BE 3 4 BG 8 8 CZ DK 6 4 6 8 DE 6 EE IE 6 2 EL 7 7 ES FR 4 IT 6 CY LV 3 LT 7 2 LU 9 3 HU MT 4 NL 9 5 AT 3 3 2 PL 8 PT RO 2 SI SK 4 7 FI 3 SE 3 UK T9

Q2_2T Pourriez-vous estimer combien de désaccords/litiges avec d autres entreprises situées hors de (NOTRE PAYS) mais au sein de l Union européenne vous avez connus au cours des 3 dernières années? Q2_2T Could you please estimate how many disagreements/disputes with other businesses located outside (OUR COUNTRY) but within the European Union you have encountered over the last 3 years? 2 3 4 5 /6/22 2//22 EU 27 38 9 4 2 9 9 5 BE 28 22 2 42 2 BG 42 28 5 6 5 3 CZ 67 2 3 2 3 3 DK 5 24 24 6 7 8 DE 33 25 7 4 6 EE 4 5 78 2 IE 45 6 9 EL 44 8 8 8 ES 47 3 25 3 2 FR 58 9 8 5 9 IT 73 7 2 2 4 CY 4 7 2 2 LV 35 29 7 3 5 LT 7 2 9 8 28 8 LU 26 2 26 2 33 HU 42 4 9 6 7 MT 39 37 3 2 9 NL 25 32 4 5 9 9 AT 33 2 6 6 8 3 PL 23 2 6 8 2 PT 7 6 9 2 RO 5 53 6 6 SI 28 7 6 2 SK 36 27 2 5 3 6 FI 46 9 4 8 SE 73 6 7 2 2 UK 74 24 2 T

Q2_2T Pourriez-vous estimer combien de désaccords/litiges avec d autres entreprises situées hors de (NOTRE PAYS) mais au sein de l Union européenne vous avez connus au cours des 3 dernières années? Q2_2T Could you please estimate how many disagreements/disputes with other businesses located outside (OUR COUNTRY) but within the European Union you have encountered over the last 3 years? 2 et plus 2 and more EU 27 4 BE 3 BG CZ DK 5 DE 3 EE IE EL ES FR IT CY LV LT LU 9 HU 2 MT NL 5 AT 3 PL PT RO SI 5 SK FI SE UK T

Q2_2TT Pourriez-vous estimer combien de désaccords/litiges avec d autres entreprises situées hors de (NOTRE PAYS) mais au sein de l Union européenne vous avez connus au cours des 3 dernières années? Q2_2TT Could you please estimate how many disagreements/disputes with other businesses located outside (OUR COUNTRY) but within the European Union you have encountered over the last 3 years? Aucun 2 3 4 5 /6/22 None EU 27 BE BG CZ DK DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE 95 2 97 94 2 95 3 88 2 2 2 2 95 2 98 2 93 3 89 4 2 96 2 96 2 99 89 2 8 94 2 2 96 9 3 2 3 93 3 95 2 2 87 3 4 2 9 3 2 2 96 98 2 9 2 2 89 4 3 2 94 3 99 UK 99 T2

Q2_2TT Pourriez-vous estimer combien de désaccords/litiges avec d autres entreprises situées hors de (NOTRE PAYS) mais au sein de l Union européenne vous avez connus au cours des 3 dernières années? Q2_2TT Could you please estimate how many disagreements/disputes with other businesses located outside (OUR COUNTRY) but within the European Union you have encountered over the last 3 years? 2//22 2 et plus REFUS NSP 2 and more REFUSAL DK EU 27 BE BG CZ DK DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK T3

Q2_3 Pourriez-vous estimer combien de désaccords/litiges avec d autres entreprises situées hors de l Union européenne vous avez connus au cours des 3 dernières années? Q2_3 Could you please estimate how many disagreements/disputes with other businesses located outside the European Union you have encountered over the last 3 years? Aucun 2 3 4 5 /6/22 None EU 27 34 9 2 4 3 BE 29 7 46 2 2 5 BG 4 6 29 3 29 CZ 4 87 3 3 3 DK 29 3 2 3 DE 8 6 2 5 EE 6 2 IE 38 4 43 4 EL 2 5 2 6 5 2 ES 2 72 5 5 2 2 FR 7 64 7 4 2 6 6 IT 5 9 CY 37 59 LV 32 2 3 9 2 LT 3 8 22 8 8 LU 5 75 5 HU 3 35 3 MT 2 5 5 4 4 NL 2 46 2 2 22 AT 3 24 6 3 2 PL 47 PT 36 63 SI 9 23 7 9 4 SK 22 4 6 2 6 4 FI 4 5 8 26 4 SE 34 22 UK 8 5 T4

Q2_3 Pourriez-vous estimer combien de désaccords/litiges avec d autres entreprises situées hors de l Union européenne vous avez connus au cours des 3 dernières années? Q2_3 Could you please estimate how many disagreements/disputes with other businesses located outside the European Union you have encountered over the last 3 years? 2//22 2 et plus REFUS NSP 2 and more REFUSAL DK EU 27 2 4 BE 2 7 BG CZ DK 2 2 DE EE 38 IE 2 9 EL ES 5 2 5 FR 2 2 IT 2 52 CY 2 LV 2 LT 3 LU 5 HU 9 MT 6 NL 3 AT 7 6 PL PT SI 6 SK 9 FI 6 SE 22 UK 42 T5

Q2_3T Pourriez-vous estimer combien de désaccords/litiges avec d autres entreprises situées hors de l Union européenne vous avez connus au cours des 3 dernières années? Q2_3T Could you please estimate how many disagreements/disputes with other businesses located outside the European Union you have encountered over the last 3 years? 2 3 4 5 /6/22 2//22 EU 27 45 3 2 4 5 7 3 BE 73 4 3 9 BG 6 3 33 3 CZ 9 4 3 3 DK 42 9 29 2 4 2 DE 3 8 3 2 62 EE 98 2 IE 4 5 47 5 EL 68 2 8 6 6 ES 77 5 5 2 3 5 FR 7 9 4 2 6 6 IT 3 4 22 3 3 CY 38 6 LV 32 22 3 9 22 LT 3 33 27 27 LU 6 79 5 HU 69 2 2 2 25 MT 5 5 45 45 NL 54 4 2 2 26 AT 34 9 44 2 PL 52 2 2 2 2 PT 98 2 SI 36 2 29 2 SK 67 2 7 FI 57 9 29 4 SE 5 7 33 UK 55 45 T6

Q2_3T Pourriez-vous estimer combien de désaccords/litiges avec d autres entreprises situées hors de l Union européenne vous avez connus au cours des 3 dernières années? Q2_3T Could you please estimate how many disagreements/disputes with other businesses located outside the European Union you have encountered over the last 3 years? 2 et plus 2 and more EU 27 BE BG CZ DK DE EE IE 2 EL ES 3 FR 2 IT CY LV 2 LT LU HU MT NL AT PL PT SI SK 2 FI SE UK T7

Q2_3TT Pourriez-vous estimer combien de désaccords/litiges avec d autres entreprises situées hors de l Union européenne vous avez connus au cours des 3 dernières années? Q2_3TT Could you please estimate how many disagreements/disputes with other businesses located outside the European Union you have encountered over the last 3 years? Aucun 2 3 4 5 /6/22 None EU 27 BE BG CZ DK DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE 99 99 98 99 95 2 98 98 98 95 3 99 99 99 94 2 4 97 98 99 98 97 2 95 2 97 99 94 2 98 97 2 UK T8

Q2_3TT Pourriez-vous estimer combien de désaccords/litiges avec d autres entreprises situées hors de l Union européenne vous avez connus au cours des 3 dernières années? Q2_3TT Could you please estimate how many disagreements/disputes with other businesses located outside the European Union you have encountered over the last 3 years? 2//22 2 et plus REFUS NSP 2 and more REFUSAL DK EU 27 BE BG CZ DK DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK T9

Q3_ Pourriez-vous estimer quelle proportion des désaccords/litiges avec d autres entreprises situées en (NOTRE PAYS) ont été résolus en moyenne? Q3_ Could you please estimate what proportion of disagreements/disputes with other businesses located in (OUR COUNTRY) has been resolved? -2 2-4 4-6 6-8 8-99 EU 27 BE BG CZ DK DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE 7 9 3 2 7 7 38 8 7 5 3 6 29 2 9 3 6 38 27 3 5 4 2 3 3 2 2 9 63 9 8 9 6 48 2 6 8 9 6 3 9 6 7 5 5 3 6 9 7 3 2 26 6 5 7 3 39 8 6 8 44 2 5 4 4 4 8 23 29 8 6 5 4 2 5 3 4 8 5 42 22 6 4 8 6 8 36 4 8 7 7 3 37 23 6 4 8 2 25 9 7 7 7 6 43 4 4 3 8 8 58 4 4 5 6 8 57 22 8 3 4 4 4 4 3 35 9 6 2 7 39 6 2 3 5 23 2 6 5 3 7 9 24 23 5 2 9 4 3 7 3 3 7 7 7 2 2 5 9 39 UK 5 22 2 4 5 T2

Q3_ Pourriez-vous estimer quelle proportion des désaccords/litiges avec d autres entreprises situées en (NOTRE PAYS) ont été résolus en moyenne? Q3_ Could you please estimate what proportion of disagreements/disputes with other businesses located in (OUR COUNTRY) has been resolved? REFUS REFUSAL NSP DK EU 27 BE BG CZ DK DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK 6 2 2 7 2 8 9 2 3 3 4 4 4 24 2 3 5 5 3 6 3 6 2 5 7 T2

Q3_T Pourriez-vous estimer quelle proportion des désaccords/litiges avec d autres entreprises situées en (NOTRE PAYS) ont été résolus en moyenne? Q3_T Could you please estimate what proportion of disagreements/disputes with other businesses located in (OUR COUNTRY) has been resolved? -2 2-4 4-6 6-8 8-99 EU 27 BE BG CZ DK DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK 2 4 5 9 5 2 9 8 42 3 8 3 3 43 2 7 6 7 4 46 3 2 9 65 3 7 59 5 8 2 3 8 44 3 7 9 7 63 25 7 4 4 3 8 7 6 9 5 55 2 3 56 22 5 22 7 6 28 39 22 2 6 2 5 3 7 9 7 49 7 6 2 46 24 4 52 8 3 9 6 34 8 9 8 7 48 4 3 9 9 2 63 4 5 6 8 9 68 4 9 6 5 55 58 4 4 2 2 23 8 8 39 23 7 9 4 26 3 7 6 2 8 7 3 3 8 7 79 24 8 47 28 3 5 64 T22

Q3_TT Pourriez-vous estimer quelle proportion des désaccords/litiges avec d autres entreprises situées en (NOTRE PAYS) ont été résolus en moyenne? Q3_TT Could you please estimate what proportion of disagreements/disputes with other businesses located in (OUR COUNTRY) has been resolved? -2 2-4 4-6 6-8 8-99 EU 27 BE BG CZ DK DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK 9 3 3 7 8 4 2 8 7 5 7 33 2 9 3 6 38 29 4 5 2 5 3 32 3 2 2 9 63 9 7 53 23 2 6 9 7 33 9 6 7 6 5 3 7 2 7 3 2 27 6 5 2 7 3 4 9 7 8 46 24 7 4 7 5 2 2 24 3 8 7 5 5 3 5 3 4 8 5 42 22 6 4 8 6 8 36 5 23 9 4 49 24 6 4 8 2 26 9 7 7 7 6 44 4 4 3 8 9 2 6 2 4 4 5 7 8 6 23 8 3 4 5 4 43 34 38 9 7 3 8 4 6 4 5 23 23 8 6 5 8 2 24 23 5 2 9 4 3 7 3 3 7 7 73 3 2 6 9 4 6 24 2 4 54 T23

Q3_2 Pourriez-vous estimer quelle proportion des désaccords/litiges avec d autres entreprises situées hors de (NOTRE PAYS) ont été résolus en moyenne? Q3_2 Could you please estimate what proportion of disagreements/disputes with other businesses located outside (OUR COUNTRY) has been resolved? -2 2-4 4-6 6-8 8-99 EU 27 BE BG CZ DK DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE 2 7 9 6 7 45 33 22 3 6 3 29 9 3 8 25 45 42 2 2 3 5 63 8 3 5 3 5 58 38 2 57 26 6 6 5 5 6 26 9 5 2 6 28 5 3 2 4 37 27 7 6 8 2 65 2 8 28 9 3 3 7 2 5 2 28 5 24 2 56 7 7 6 5 4 35 2 5 46 5 7 4 4 6 44 2 3 6 2 9 2 59 38 6 5 7 3 52 22 22 47 53 25 6 7 2 56 8 3 2 8 7 2 5 29 2 3 8 55 UK 8 2 8 6 T24

Q3_2 Pourriez-vous estimer quelle proportion des désaccords/litiges avec d autres entreprises situées hors de (NOTRE PAYS) ont été résolus en moyenne? Q3_2 Could you please estimate what proportion of disagreements/disputes with other businesses located outside (OUR COUNTRY) has been resolved? REFUS REFUSAL NSP DK EU 27 BE BG CZ DK DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK 4 4 32 6 2 6 5 4 2 3 5 2 3 7 2 7 3 2 T25

Q3_2T Pourriez-vous estimer quelle proportion des désaccords/litiges avec d autres entreprises situées hors de (NOTRE PAYS) ont été résolus en moyenne? Q3_2T Could you please estimate what proportion of disagreements/disputes with other businesses located outside (OUR COUNTRY) has been resolved? -2 2-4 4-6 6-8 8-99 EU 27 BE BG 9 35 4 5 2 9 9 9 5 27 6 45 49 CZ 3 46 6 45 DK 3 2 2 5 67 DE 5 7 4 7 77 EE 3 2 93 IE 2 7 22 69 EL 2 24 4 2 58 ES 9 2 2 76 FR 22 5 6 56 IT 45 2 2 3 CY 3 85 LV 9 33 2 35 LT 26 9 8 3 44 LU 5 25 2 58 HU 22 8 58 MT 3 23 2 7 NL 9 4 2 5 8 52 AT 3 6 3 3 65 PL 26 24 27 2 PT 2 2 48 46 SI 9 2 3 37 SK 3 2 26 8 22 29 FI 9 6 65 SE 2 5 2 8 UK 2 23 75 T26

Q3_2T Pourriez-vous estimer quelle proportion des désaccords/litiges avec d autres entreprises situées hors de (NOTRE PAYS) ont été résolus en moyenne? Q3_2T Could you please estimate what proportion of disagreements/disputes with other businesses located outside (OUR COUNTRY) has been resolved? -2 2-4 4-6 6-8 8-99 EU 27 BE BG CZ DK DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK 22 7 6 7 47 35 23 3 6 3 3 9 3 8 25 45 62 8 2 7 3 2 5 67 9 4 6 3 6 62 38 2 57 26 6 6 5 53 7 27 9 5 2 6 28 5 3 2 4 38 28 7 7 9 22 66 3 8 29 9 3 33 7 3 5 2 3 5 25 2 57 2 8 8 6 47 35 2 5 46 5 7 4 4 6 44 3 3 6 2 3 63 38 6 5 7 3 52 23 22 47 53 3 7 3 2 2 25 56 8 3 2 8 7 3 5 3 2 3 8 57 9 2 9 6 T27

Q4. Avez-vous déjà utilisé les moyens suivants pour régler un désaccord/litige avec une autre entreprise? (PLUSIEURS REPONSES POSSIBLES) Q4. Have you ever used the following means of resolving a disagreement/dispute with another business? (MULTIPLE ANSWERS POSSIBLE) Un tribunal Un MARC qui a débouché sur une décision contraignante (comme un arbitrage) Un MARC ayant pour objectif un accord amiable (comme une médiation) Aucune des affirmations proposées NSP/SR Au moins un MARC MARC arbitration et mediation A court An ADR scheme that resulted in a binding decision (e.g. arbitration) An ADR scheme that aimed for an amicable agreement (e.g. mediation) None of the above DK/NA At least one ADR ADR schemes arbitration and mediation EU 27 BE BG CZ DK DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK 47 23 39 28 5 48 7 2 39 3 2 7 2 6 7 59 23 63 3 2 2 3 4 7 3 43 36 47 7 9 4 24 2 49 3 34 2 3 36 3 2 4 59 8 8 55 6 5 4 6 5 4 6 5 57 9 3 3 5 28 52 29 3 64 5 4 4 2 48 7 44 4 9 5 2 23 6 7 5 4 6 2 49 23 3 4 4 2 48 2 4 5 3 27 33 33 6 35 6 65 6 45 3 6 48 23 7 47 3 5 45 3 7 52 5 9 3 26 9 56 7 4 3 4 6 67 38 24 42 5 63 7 27 24 3 3 52 6 23 36 24 4 6 3 24 63 25 2 7 2 6 4 2 23 4 6 69 4 9 T28

Q4.2 Avez-vous déjà utilisé les moyens suivants pour régler un désaccord/litige avec une autre entreprise? (PLUSIEURS REPONSES POSSIBLES) Q4.2 Have you ever used the following means of resolving a disagreement/dispute with another business? (MULTIPLE ANSWERS POSSIBLE) Un tribunal Un MARC qui a débouché sur une décision contraignant e (comme un arbitrage) Un MARC ayant pour objectif un accord amiable (comme une médiation) Aucune des affirmations proposées NSP/SR Au moins un MARC MARC arbitration et mediation A court An ADR scheme that resulted in a binding decision (e.g. arbitration) An ADR scheme that aimed for an amicable agreement (e.g. mediation) None of the above DK/NA At least one ADR ADR schemes arbitration and mediation EU 27 BE BG CZ DK DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK 8 4 9 5 63 2 2 5 9 77 5 2 3 8 28 53 23 4 4 64 7 2 9 6 22 49 9 6 5 2 6 3 68 8 7 4 8 7 4 4 8 69 5 2 35 4 27 36 3 7 3 2 24 57 4 8 7 3 74 7 33 8 2 7 49 25 4 4 3 6 68 4 8 2 4 25 64 5 3 2 7 6 67 8 6 3 73 6 2 5 4 58 4 3 2 9 7 2 29 8 3 36 4 4 6 5 5 66 6 2 6 8 2 6 3 3 9 7 78 9 2 6 4 84 7 39 4 6 5 38 9 2 3 3 4 2 4 4 3 6 9 23 63 9 4 5 6 75 5 4 84 2 T29

Q5a_ Au cours des trois dernières années, combien de fois avez-vous eu recours à un tribunal pour tenter de régler un désaccord/litige avec une autre entreprise en [NOTRE PAYS]? Q5a_ Over the last three years, how many times have you used a court when trying to resolve a disagreement/dispute with another business in [OUR COUNTRY]? Aucune 2 3 4 5 6 ou plus None 6 or more EU 27 BE BG CZ DK DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE 3 26 7 4 7 6 4 37 6 9 6 4 23 9 28 6 3 29 4 5 37 4 5 7 3 8 9 37 6 8 5 4 2 9 6 6 8 2 42 2 5 65 4 2 9 8 6 6 7 3 9 26 29 2 9 5 4 8 23 32 5 8 6 26 6 5 22 5 3 7 22 22 7 7 9 2 24 27 5 4 6 56 5 7 5 4 8 48 3 5 23 6 28 8 2 4 7 5 43 8 2 8 8 2 46 2 2 6 5 34 5 5 7 4 9 3 6 4 6 4 5 23 2 8 8 9 35 47 8 2 9 6 5 25 7 3 6 23 2 8 2 2 4 6 6 34 37 26 83 2 3 UK 5 3 29 6 7 T3

Q5a_ Au cours des trois dernières années, combien de fois avez-vous eu recours à un tribunal pour tenter de régler un désaccord/litige avec une autre entreprise en [NOTRE PAYS]? Q5a_ Over the last three years, how many times have you used a court when trying to resolve a disagreement/dispute with another business in [OUR COUNTRY]? REFUS REFUSAL NSP DK EU 27 BE BG CZ DK DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK 7 9 3 4 4 5 8 3 3 4 2 5 3 T3

Q5a_T Au cours des trois dernières années, combien de fois avez-vous eu recours à un tribunal pour tenter de régler un désaccord/litige avec une autre entreprise en [NOTRE PAYS]? Q5a_T Over the last three years, how many times have you used a court when trying to resolve a disagreement/dispute with another business in [OUR COUNTRY]? 2 3 4 5 6 ou plus 6 or more EU 27 BE BG CZ DK DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK 33 22 3 5 8 9 43 7 8 5 27 35 6 6 36 2 5 5 2 7 9 4 46 2 9 6 8 27 24 4 8 6 53 25 7 4 66 4 8 9 3 2 4 32 34 23 6 6 42 7 8 33 8 26 8 4 8 26 26 8 2 8 22 24 27 2 3 6 5 9 59 5 8 5 4 9 59 4 2 6 28 34 25 4 9 8 3 4 32 2 3 53 25 4 7 4 7 6 9 4 23 42 2 5 8 5 9 2 25 3 48 48 8 2 6 6 29 3 2 4 7 27 23 26 6 5 9 2 57 4 2 94 2 3 36 35 7 2 T32

Q5a_TT Au cours des trois dernières années, combien de fois avez-vous eu recours à un tribunal pour tenter de régler un désaccord/litige avec une autre entreprise en [NOTRE PAYS]? Q5a_TT Over the last three years, how many times have you used a court when trying to resolve a disagreement/dispute with another business in [OUR COUNTRY]? Aucune 2 3 4 5 6 ou plus None 6 or more EU 27 BE BG CZ DK DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK 4 28 9 4 7 7 5 4 7 9 7 5 26 9 28 5 3 3 4 7 42 6 6 8 3 8 9 38 6 8 5 4 23 2 8 6 9 2 2 42 2 6 65 4 2 9 8 6 6 7 4 9 27 3 2 5 4 9 23 32 5 8 6 26 7 6 24 7 4 8 24 26 8 8 22 24 24 28 5 4 7 59 5 8 5 4 8 59 4 2 6 28 6 29 8 2 4 7 5 43 8 2 8 8 2 47 22 2 6 5 34 5 5 7 4 2 2 36 8 5 7 5 7 24 2 9 8 36 48 8 2 6 5 26 8 4 7 24 22 8 2 3 4 7 6 34 38 27 83 2 3 5 3 3 6 7 T33

Q5a_TTT Au cours des trois dernières années, combien de fois avez-vous eu recours à un tribunal pour tenter de régler un désaccord/litige avec une autre entreprise en [NOTRE PAYS]? Q5a_TTT Over the last three years, how many times have you used a court when trying to resolve a disagreement/dispute with another business in [OUR COUNTRY]? Aucune 2 3 4 5 6 ou plus None 6 or more EU 27 BE BG CZ DK DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE 85 4 3 2 3 9 4 2 92 3 3 8 8 3 2 84 8 3 3 89 3 2 2 92 4 2 92 5 72 5 3 6 3 9 85 5 3 2 2 94 3 2 7 5 7 5 2 7 86 3 3 3 93 2 2 89 6 2 92 4 2 84 5 2 4 3 94 2 2 2 77 2 5 3 2 88 5 2 3 82 6 3 3 9 2 4 9 5 2 67 9 4 6 2 9 78 5 6 3 2 4 96 2 2 96 4 UK 97 T34

Q5a_TTT Au cours des trois dernières années, combien de fois avez-vous eu recours à un tribunal pour tenter de régler un désaccord/litige avec une autre entreprise en [NOTRE PAYS]? Q5a_TTT Over the last three years, how many times have you used a court when trying to resolve a disagreement/dispute with another business in [OUR COUNTRY]? REFUS REFUSAL NSP DK EU 27 BE BG CZ DK DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK 3 3 2 2 2 2 T35

Q5b_ Au cours des trois dernières années, combien de fois avez-vous eu recours à un tribunal pour tenter de régler un désaccord/litige avec une autre entreprise à l extérieur de [NOTRE PAYS]? Q5b_ Over the last three years, how many times have you used a court when trying to resolve a disagreement/dispute with another business outside [OUR COUNTRY]? Aucune 2 3 4 5 6 ou plus None 6 or more EU 27 43 3 9 4 2 5 BE 25 38 3 2 9 8 BG 49 5 CZ 36 29 DK 33 32 7 2 2 DE 56 24 4 4 2 6 EE IE 4 42 7 EL 6 24 2 2 ES 94 4 FR 56 4 2 IT 9 42 4 6 CY 94 5 LV 87 2 LT 59 8 7 4 LU 39 3 2 2 HU 24 58 8 4 MT 48 46 3 2 NL 27 5 7 2 AT 3 33 5 2 5 PL 5 2 27 26 26 PT 72 25 RO 6 28 2 SI 29 3 6 2 SK 49 2 3 3 2 2 FI 25 9 58 3 SE 42 44 4 T36

Q5b_ Au cours des trois dernières années, combien de fois avez-vous eu recours à un tribunal pour tenter de régler un désaccord/litige avec une autre entreprise à l extérieur de [NOTRE PAYS]? Q5b_ Over the last three years, how many times have you used a court when trying to resolve a disagreement/dispute with another business outside [OUR COUNTRY]? REFUS REFUSAL NSP DK EU 27 5 BE 5 BG CZ 3 DK 3 DE 3 EE IE EL ES FR IT 27 CY LV LT LU 52 HU 5 MT NL AT 2 PL 3 PT RO SI 5 6 SK FI 5 SE T37

Q5b_T Au cours des trois dernières années, combien de fois avez-vous eu recours à un tribunal pour tenter de régler un désaccord/litige avec une autre entreprise à l extérieur de [NOTRE PAYS]? Q5b_T Over the last three years, how many times have you used a court when trying to resolve a disagreement/dispute with another business outside [OUR COUNTRY]? 2 3 4 5 6 ou plus 6 or more EU 27 59 7 8 2 4 BE 55 4 2 28 BG CZ 56 2 2 DK 52 27 3 5 3 DE 62 9 5 4 IE 7 29 EL 65 4 3 ES 78 FR 93 5 2 IT 67 22 LV 8 2 LT 44 2 7 35 2 LU 83 5 5 5 2 HU 8 2 5 MT 9 6 3 NL 7 7 AT 49 23 8 2 7 PL 3 33 32 32 PT 9 5 5 SI 52 27 6 2 3 SK 24 62 6 4 4 FI 3 83 4 T38

Q5b_TT Au cours des trois dernières années, combien de fois avez-vous eu recours à un tribunal pour tenter de régler un désaccord/litige avec une autre entreprise à l extérieur de [NOTRE PAYS]? Q5b_TT Over the last three years, how many times have you used a court when trying to resolve a disagreement/dispute with another business outside [OUR COUNTRY]? Aucune 2 3 4 5 6 ou plus None 6 or more EU 27 46 32 9 5 2 5 BE 27 4 3 2 2 8 BG 49 5 CZ 4 33 2 3 DK 35 34 7 2 2 DE 59 25 4 4 2 6 EE IE 4 43 7 EL 62 24 2 2 ES 94 4 FR 56 4 2 IT 2 59 9 9 CY 95 5 LV 88 2 LT 59 8 7 4 LU 2 8 5 5 5 2 HU 25 6 9 4 MT 49 47 3 NL 28 5 7 2 AT 32 34 5 2 5 PL 5 3 28 27 27 PT 72 25 2 RO 6 28 2 SI 32 35 8 2 SK 49 3 3 3 2 2 FI 26 9 62 3 SE 42 44 4 T39

Q5b_TTT Au cours des trois dernières années, combien de fois avez-vous eu recours à un tribunal pour tenter de régler un désaccord/litige avec une autre entreprise à l extérieur de [NOTRE PAYS]? Q5b_TTT Over the last three years, how many times have you used a court when trying to resolve a disagreement/dispute with another business outside [OUR COUNTRY]? Aucune 2 3 4 5 6 ou plus None 6 or more EU 27 BE BG CZ DK DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE 99 99 99 96 2 97 2 99 98 97 2 99 98 98 96 2 97 3 98 2 93 5 96 2 98 99 93 3 2 96 3 99 UK T4

Q5b_TTT Au cours des trois dernières années, combien de fois avez-vous eu recours à un tribunal pour tenter de régler un désaccord/litige avec une autre entreprise à l extérieur de [NOTRE PAYS]? Q5b_TTT Over the last three years, how many times have you used a court when trying to resolve a disagreement/dispute with another business outside [OUR COUNTRY]? REFUS REFUSAL NSP DK EU 27 BE BG CZ DK DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK 2 T4

Q5a_2 Au cours des trois dernières années, combien de fois avez-vous eu recours à des MARC débouchant sur des décisions contraignantes (comme un arbitrage) pour tenter de régler un désaccord/litige avec une autre entreprise en [NOTRE PAYS]? Q5a_2 Over the last three years, how many times have you used ADR schemes resulting in binding decisions (e.g. arbitration) when trying to resolve a disagreement/dispute with another business in [OUR COUNTRY]? Aucune 2 3 4 5 6 ou plus None 6 or more EU 27 3 3 9 7 4 BE 4 3 2 3 2 23 BG 2 4 25 23 44 CZ 6 22 9 29 DK 33 36 4 9 5 DE 4 39 4 7 EE 6 4 75 IE 37 2 8 EL 25 2 8 35 9 ES 2 6 43 27 9 2 FR 7 82 3 2 2 2 IT 27 34 2 4 CY 5 63 LV 3 26 34 3 3 3 LT 56 4 HU 43 2 8 22 MT 29 4 4 29 NL 24 36 23 8 AT 73 9 PL 7 23 9 6 2 2 PT 2 6 4 2 52 RO 7 59 7 2 4 3 3 SI 8 24 2 SK 22 2 2 24 3 7 FI 77 7 2 SE 27 3 2 UK 3 94 3 T42

Q5a_2 Au cours des trois dernières années, combien de fois avez-vous eu recours à des MARC débouchant sur des décisions contraignantes (comme un arbitrage) pour tenter de régler un désaccord/litige avec une autre entreprise en [NOTRE PAYS]? Q5a_2 Over the last three years, how many times have you used ADR schemes resulting in binding decisions (e.g. arbitration) when trying to resolve a disagreement/dispute with another business in [OUR COUNTRY]? REFUS REFUSAL NSP DK EU 27 4 BE 44 BG CZ 2 DK 2 DE 7 EE 5 IE EL ES FR 2 IT 8 4 CY LV LT 4 HU 9 3 MT 4 NL 9 AT 8 PL 32 PT 34 RO 4 SI 2 2 SK 2 FI 4 SE 2 UK T43

Q5a_2T Au cours des trois dernières années, combien de fois avez-vous eu recours à des MARC débouchant sur des décisions contraignantes (comme un arbitrage) pour tenter de régler un désaccord/litige avec une autre entreprise en [NOTRE PAYS]? Q5a_2T Over the last three years, how many times have you used ADR schemes resulting in binding decisions (e.g. arbitration) when trying to resolve a disagreement/dispute with another business in [OUR COUNTRY]? 2 3 4 5 6 ou plus 6 or more EU 27 43 26 9 2 6 4 BE 3 5 4 5 38 45 BG 2 4 25 23 45 CZ 3 27 4 DK 57 6 4 8 5 DE 75 7 3 2 3 EE 7 5 78 IE 4 23 2 3 2 EL 25 2 8 35 9 ES 7 44 28 9 2 FR 9 4 2 2 2 IT 36 44 2 8 CY 6 7 2 2 LV 37 2 47 4 5 5 LT HU 56 2 29 NL 53 34 2 PL 38 6 9 34 3 PT 6 3 8 RO 67 9 2 4 4 4 SI 5 2 3 43 SK 2 26 32 8 22 FI 89 8 3 SE 34 38 3 5 UK 97 3 T44

Q5a_2TT Au cours des trois dernières années, combien de fois avez-vous eu recours à des MARC débouchant sur des décisions contraignantes (comme un arbitrage) pour tenter de régler un désaccord/litige avec une autre entreprise en [NOTRE PAYS]? Q5a_2TT Over the last three years, how many times have you used ADR schemes resulting in binding decisions (e.g. arbitration) when trying to resolve a disagreement/dispute with another business in [OUR COUNTRY]? Aucune 2 3 4 5 6 ou plus None 6 or more EU 27 5 37 22 8 5 2 BE 7 3 5 4 5 35 4 BG 2 4 25 23 44 CZ 8 25 22 33 DK 34 37 4 9 5 DE 44 42 4 7 2 EE 7 5 78 IE 37 2 2 8 EL 25 2 8 35 9 ES 7 43 28 9 2 FR 7 84 3 2 2 2 IT 2 35 43 3 7 CY 5 63 LV 3 26 34 3 3 3 LT 58 42 HU 55 2 29 MT 33 7 7 33 NL 26 39 25 9 AT 89 PL 34 4 9 3 3 PT 3 5 3 79 RO 7 62 8 2 4 4 3 SI 27 37 2 3 SK 23 2 2 25 3 7 FI 8 7 3 SE 34 38 3 5 UK 3 94 3 T45

Q5a_2TTT Au cours des trois dernières années, combien de fois avez-vous eu recours à des MARC débouchant sur des décisions contraignantes (comme un arbitrage) pour tenter de régler un désaccord/litige avec une autre entreprise en [NOTRE PAYS]? Q5a_2TTT Over the last three years, how many times have you used ADR schemes resulting in binding decisions (e.g. arbitration) when trying to resolve a disagreement/dispute with another business in [OUR COUNTRY]? Aucune 2 3 4 5 6 ou plus None 6 or more EU 27 BE BG CZ DK DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE 97 99 97 97 94 3 99 97 96 98 99 93 2 2 99 99 99 95 2 94 3 2 95 99 99 96 98 99 UK 99 T46

Q5a_2TTT Au cours des trois dernières années, combien de fois avez-vous eu recours à des MARC débouchant sur des décisions contraignantes (comme un arbitrage) pour tenter de régler un désaccord/litige avec une autre entreprise en [NOTRE PAYS]? Q5a_2TTT Over the last three years, how many times have you used ADR schemes resulting in binding decisions (e.g. arbitration) when trying to resolve a disagreement/dispute with another business in [OUR COUNTRY]? REFUS REFUSAL NSP DK EU 27 BE BG CZ DK DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK 2 T47

Q5b_2 Au cours des trois dernières années, combien de fois avez-vous eu recours à des MARC débouchant sur des décisions contraignantes (comme un arbitrage) pour tenter de régler un désaccord/litige avec une autre entreprise à l extérieur de [NOTRE PAYS]? Q5b_2 Over the last three years, how many times have you used ADR schemes resulting in binding decisions (e.g. arbitration) when trying to resolve a disagreement/dispute with another business outside [OUR COUNTRY]? Aucune 2 3 4 5 6 ou plus None 6 or more EU 27 43 6 7 8 BE 6 6 73 BG 93 3 4 CZ 68 28 3 DK 29 3 3 4 3 DE 64 9 4 EE 6 94 IE 88 EL 9 9 ES 72 4 FR 56 22 IT 8 33 59 CY 25 5 LV 74 5 LT 29 7 LU 6 HU 3 43 NL 84 3 AT 8 8 8 2 PL 3 8 3 SI 2 6 2 5 SK 72 7 FI 4 35 9 T48

Q5b_2 Au cours des trois dernières années, combien de fois avez-vous eu recours à des MARC débouchant sur des décisions contraignantes (comme un arbitrage) pour tenter de régler un désaccord/litige avec une autre entreprise à l extérieur de [NOTRE PAYS]? Q5b_2 Over the last three years, how many times have you used ADR schemes resulting in binding decisions (e.g. arbitration) when trying to resolve a disagreement/dispute with another business outside [OUR COUNTRY]? REFUS REFUSAL NSP DK EU 27 6 8 BE 5 BG CZ DK 28 2 DE 9 4 EE IE 2 EL ES 4 FR IT CY 25 LV LT LU 94 HU 44 NL 3 AT 2 PL 3 SI 7 5 SK FI 5 T49

Q5b_2T Au cours des trois dernières années, combien de fois avez-vous eu recours à des MARC débouchant sur des décisions contraignantes (comme un arbitrage) pour tenter de régler un désaccord/litige avec une autre entreprise à l extérieur de [NOTRE PAYS]? Q5b_2T Over the last three years, how many times have you used ADR schemes resulting in binding decisions (e.g. arbitration) when trying to resolve a disagreement/dispute with another business outside [OUR COUNTRY]? 2 3 4 5 6 ou plus 6 or more EU 27 BE CZ 37 7 89 4 93 7 2 3 8 4 DK 3 58 6 3 DE 8 9 EE IE EL 9 9 IT 36 64 LV 58 42 LT HU 7 93 AT 89 8 3 PL 86 3 SI 46 8 36 T5

Q5b_2TT Au cours des trois dernières années, combien de fois avez-vous eu recours à des MARC débouchant sur des décisions contraignantes (comme un arbitrage) pour tenter de régler un désaccord/litige avec une autre entreprise à l extérieur de [NOTRE PAYS]? Q5b_2TT Over the last three years, how many times have you used ADR schemes resulting in binding decisions (e.g. arbitration) when trying to resolve a disagreement/dispute with another business outside [OUR COUNTRY]? Aucune 2 3 4 5 6 ou plus None 6 or more EU 27 5 8 2 2 9 BE 7 6 77 BG 93 3 4 CZ 68 28 3 DK 56 6 25 7 6 DE 74 2 5 EE 6 94 IE 89 EL 9 9 ES 83 7 FR 62 25 3 IT 8 33 59 LV 74 5 LT 29 7 HU 7 6 77 NL 87 3 AT 8 82 8 2 PL 2 84 3 SI 47 25 9 9 SK 72 7 FI 48 42 T5

Q5b_2TTT Au cours des trois dernières années, combien de fois avez-vous eu recours à des MARC débouchant sur des décisions contraignantes (comme un arbitrage) pour tenter de régler un désaccord/litige avec une autre entreprise à l extérieur de [NOTRE PAYS]? Q5b_2TTT Over the last three years, how many times have you used ADR schemes resulting in binding decisions (e.g. arbitration) when trying to resolve a disagreement/dispute with another business outside [OUR COUNTRY]? Aucune 2 3 4 5 6 ou plus None 6 or more EU 27 BE BG CZ DK DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE 99 99 99 99 99 99 99 UK T52

Q5b_2TTT Au cours des trois dernières années, combien de fois avez-vous eu recours à des MARC débouchant sur des décisions contraignantes (comme un arbitrage) pour tenter de régler un désaccord/litige avec une autre entreprise à l extérieur de [NOTRE PAYS]? Q5b_2TTT Over the last three years, how many times have you used ADR schemes resulting in binding decisions (e.g. arbitration) when trying to resolve a disagreement/dispute with another business outside [OUR COUNTRY]? REFUS REFUSAL NSP DK EU 27 BE BG CZ DK DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK T53

Q5a_3 Au cours des trois dernières années, combien de fois avez-vous eu recours à des MARC ayant pour objectif un accord amiable (comme une médiation) pour tenter de régler un désaccord/litige avec une autre entreprise en [NOTRE PAYS]? Q5a_3 Over the last three years, how many times have you used ADR schemes aiming for an amicable agreement (e.g. mediation) when trying to resolve a disagreement/dispute with another business in [OUR COUNTRY]? Aucune 2 3 4 5 6 ou plus None 6 or more EU 27 BE BG CZ DK DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE 4 28 5 9 5 8 9 26 2 3 3 8 2 7 7 6 2 35 9 9 22 25 34 9 3 8 56 8 32 2 4 2 2 7 26 28 28 4 6 7 4 57 3 22 3 2 37 6 35 8 26 4 9 9 3 3 9 2 3 3 2 2 3 3 2 8 32 7 26 2 2 2 2 7 8 2 2 3 3 2 6 3 3 6 4 9 3 84 7 5 5 7 68 2 7 6 32 6 25 6 2 3 7 5 2 2 9 2 37 2 3 6 9 36 33 7 4 6 2 25 23 4 9 7 4 55 9 2 8 6 2 UK 6 6 4 22 2 4 2 T54

Q5a_3 Au cours des trois dernières années, combien de fois avez-vous eu recours à des MARC ayant pour objectif un accord amiable (comme une médiation) pour tenter de régler un désaccord/litige avec une autre entreprise en [NOTRE PAYS]? Q5a_3 Over the last three years, how many times have you used ADR schemes aiming for an amicable agreement (e.g. mediation) when trying to resolve a disagreement/dispute with another business in [OUR COUNTRY]? REFUS REFUSAL NSP DK EU 27 BE BG CZ DK DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK 2 8 8 9 9 5 9 3 3 4 3 75 9 6 4 3 3 22 6 3 4 5 2 T55

Q5a_3T Au cours des trois dernières années, combien de fois avez-vous eu recours à des MARC ayant pour objectif un accord amiable (comme une médiation) pour tenter de régler un désaccord/litige avec une autre entreprise en [NOTRE PAYS]? Q5a_3T Over the last three years, how many times have you used ADR schemes aiming for an amicable agreement (e.g. mediation) when trying to resolve a disagreement/dispute with another business in [OUR COUNTRY]? 2 3 4 5 6 ou plus 6 or more EU 27 BE BG CZ DK DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK 37 2 2 6 5 4 32 5 2 6 4 5 2 2 2 2 3 36 2 9 23 47 4 2 4 3 74 24 36 24 2 7 3 7 26 28 28 7 8 4 6 22 32 2 38 6 38 9 29 2 26 26 4 4 3 27 4 3 3 45 45 9 34 8 28 29 3 6 3 7 34 32 7 7 8 2 5 3 26 3 9 7 7 6 7 2 7 39 8 3 9 3 23 9 3 4 3 46 5 4 6 8 44 4 9 4 3 3 29 5 2 58 2 92 2 3 2 5 55 5 5 T56

Q5a_3TT Au cours des trois dernières années, combien de fois avez-vous eu recours à des MARC ayant pour objectif un accord amiable (comme une médiation) pour tenter de régler un désaccord/litige avec une autre entreprise en [NOTRE PAYS]? Q5a_3TT Over the last three years, how many times have you used ADR schemes aiming for an amicable agreement (e.g. mediation) when trying to resolve a disagreement/dispute with another business in [OUR COUNTRY]? Aucune 2 3 4 5 6 ou plus None 6 or more EU 27 BE BG CZ DK DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK 5 3 7 5 9 3 24 32 24 4 2 3 9 4 8 9 8 2 35 2 9 22 25 35 9 3 8 2 65 2 35 23 6 3 2 7 26 28 28 4 6 7 4 57 3 22 3 2 37 6 35 8 26 6 22 22 3 4 22 4 4 3 3 43 43 2 9 33 8 27 22 23 24 3 2 7 9 5 4 29 28 4 7 6 6 2 5 2 24 3 9 7 7 59 3 8 7 2 7 7 36 7 29 8 3 6 9 9 6 2 2 26 4 3 2 5 7 9 4 37 8 4 7 3 26 24 4 9 7 5 55 9 2 82 2 2 2 6 6 4 22 2 4 2 T57

Q5a_3TTT Au cours des trois dernières années, combien de fois avez-vous eu recours à des MARC ayant pour objectif un accord amiable (comme une médiation) pour tenter de régler un désaccord/litige avec une autre entreprise en [NOTRE PAYS]? Q5a_3TTT Over the last three years, how many times have you used ADR schemes aiming for an amicable agreement (e.g. mediation) when trying to resolve a disagreement/dispute with another business in [OUR COUNTRY]? Aucune 2 3 4 5 6 ou plus None 6 or more EU 27 BE BG CZ DK DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE 93 2 97 93 96 88 5 2 2 95 3 96 97 92 2 5 98 94 2 2 83 4 4 2 4 97 96 95 97 9 2 2 2 99 92 5 96 3 93 2 2 92 2 94 2 85 6 5 89 3 3 2 92 4 2 95 3 UK T58

Q5a_3TTT Au cours des trois dernières années, combien de fois avez-vous eu recours à des MARC ayant pour objectif un accord amiable (comme une médiation) pour tenter de régler un désaccord/litige avec une autre entreprise en [NOTRE PAYS]? Q5a_3TTT Over the last three years, how many times have you used ADR schemes aiming for an amicable agreement (e.g. mediation) when trying to resolve a disagreement/dispute with another business in [OUR COUNTRY]? REFUS REFUSAL NSP DK EU 27 BE BG CZ DK DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK 2 2 2 2 T59

Q5b_3 Au cours des trois dernières années, combien de fois avez-vous eu recours à des MARC ayant pour objectif un accord amiable (comme une médiation) pour tenter de régler un désaccord/litige avec une autre entreprise à l extérieur de [NOTRE PAYS]? Q5b_3 Over the last three years, how many times have you used ADR schemes aiming for an amicable agreement (e.g. mediation) when trying to resolve a disagreement/dispute with another business outside [OUR COUNTRY]? Aucune 2 3 4 5 6 ou plus None 6 or more EU 27 BE BG CZ DK DE EE IE EL ES FR IT LV LT LU HU NL AT PL PT SI SK FI 43 3 8 3 3 2 3 68 8 2 2 3 24 23 2 23 56 22 4 43 3 2 2 53 43 2 3 7 7 6 6 7 5 6 3 26 24 2 29 7 9 66 7 2 4 79 3 2 95 2 2 4 3 3 53 5 3 4 4 7 24 26 29 4 24 2 3 6 3 73 4 7 2 2 4 4 32 58 2 35 49 2 45 25 4 3 3 5 37 7 5 4 34 SE 4 29 T6

Q5b_3 Au cours des trois dernières années, combien de fois avez-vous eu recours à des MARC ayant pour objectif un accord amiable (comme une médiation) pour tenter de régler un désaccord/litige avec une autre entreprise à l extérieur de [NOTRE PAYS]? Q5b_3 Over the last three years, how many times have you used ADR schemes aiming for an amicable agreement (e.g. mediation) when trying to resolve a disagreement/dispute with another business outside [OUR COUNTRY]? REFUS REFUSAL NSP DK EU 27 BE BG CZ DK DE EE IE EL ES FR IT LV LT LU HU NL AT PL PT SI SK FI SE 2 5 3 4 23 3 3 5 2 2 25 2 5 66 28 2 3 2 2 5 2 57 T6

Q5b_3T Au cours des trois dernières années, combien de fois avez-vous eu recours à des MARC ayant pour objectif un accord amiable (comme une médiation) pour tenter de régler un désaccord/litige avec une autre entreprise à l extérieur de [NOTRE PAYS]? Q5b_3T Over the last three years, how many times have you used ADR schemes aiming for an amicable agreement (e.g. mediation) when trying to resolve a disagreement/dispute with another business outside [OUR COUNTRY]? 2 3 4 5 6 ou plus 6 or more EU 27 BE BG 6 32 34 6 4 3 6 7 8 3 9 3 7 3 DK 82 6 4 2 3 3 DE 97 3 EE 4 7 72 7 IE 74 5 7 4 EL 35 33 6 3 2 ES FR 84 8 3 5 IT 8 LT 35 3 62 LU 6 6 73 5 HU 36 6 38 NL 6 35 2 3 AT 92 2 5 PL 55 27 9 9 PT 4 33 6 2 SI 78 9 2 SK 63 7 7 2 FI 27 9 6 2 56 T62

Q5b_3TT Au cours des trois dernières années, combien de fois avez-vous eu recours à des MARC ayant pour objectif un accord amiable (comme une médiation) pour tenter de régler un désaccord/litige avec une autre entreprise à l extérieur de [NOTRE PAYS]? Q5b_3TT Over the last three years, how many times have you used ADR schemes aiming for an amicable agreement (e.g. mediation) when trying to resolve a disagreement/dispute with another business outside [OUR COUNTRY]? Aucune 2 3 4 5 6 ou plus None 6 or more EU 27 46 33 8 3 4 2 4 BE 73 9 2 2 3 BG 33 3 3 3 CZ 63 2 25 DK 43 46 3 3 2 2 DE 55 44 EE 2 4 7 7 6 IE 6 7 5 6 3 EL 35 33 5 3 2 ES 29 7 FR 2 67 7 2 4 IT 83 2 3 2 LV 95 2 2 LT 4 3 3 53 LU 44 9 3 4 3 HU 5 34 5 36 NL 29 43 25 2 AT 32 63 3 PL 75 4 7 2 2 PT 4 4 32 58 2 SI 36 5 2 SK 53 29 5 3 4 6 FI 38 7 5 4 35 T63

Q5b_3TTT Au cours des trois dernières années, combien de fois avez-vous eu recours à des MARC ayant pour objectif un accord amiable (comme une médiation) pour tenter de régler un désaccord/litige avec une autre entreprise à l extérieur de [NOTRE PAYS]? Q5b_3TTT Over the last three years, how many times have you used ADR schemes aiming for an amicable agreement (e.g. mediation) when trying to resolve a disagreement/dispute with another business outside [OUR COUNTRY]? Aucune 2 3 4 5 6 ou plus None 6 or more EU 27 BE BG CZ DK DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE 99 97 98 2 99 99 99 97 99 99 96 99 98 98 2 99 98 2 98 99 UK T64

Q5b_3TTT Au cours des trois dernières années, combien de fois avez-vous eu recours à des MARC ayant pour objectif un accord amiable (comme une médiation) pour tenter de régler un désaccord/litige avec une autre entreprise à l extérieur de [NOTRE PAYS]? Q5b_3TTT Over the last three years, how many times have you used ADR schemes aiming for an amicable agreement (e.g. mediation) when trying to resolve a disagreement/dispute with another business outside [OUR COUNTRY]? REFUS REFUSAL NSP DK EU 27 BE BG CZ DK DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK 3 T65

Q6_. D après votre expérience du système des tribunaux, vous diriez-vous très satisfait, assez satisfait, assez mécontent ou très mécontent des points suivants? Durée de la procédure Q6_. Based on your experience with the court system, would you say that you were very satisfied, fairly satisfied, fairly dissatisfied or very dissatisfied with the following? Duration of the procedure Très satisfait(e) Plutôt satisfait(e) Plutôt pas satisfait(e) Très mécontent Ni satisfait ni mécontent (NE PAS LIRE) NSP/SR Total 'Satisfait' Total 'Mécontent' Very satisfied Fairly satisfied Fairly dissatisfied Very dissatisfied Neither satisfied nor dissatisfied (DO NOT READ OUT) DK/NA Total 'Satisfied' Total 'Dissatisfied' EU 27 3 8 32 44 2 2 76 BE 3 29 29 4 58 BG 6 37 28 29 43 57 CZ 3 2 5 58 2 5 73 DK 5 6 27 5 2 78 DE 8 3 42 9 38 6 EE 7 6 2 56 9 3 77 IE 23 3 36 54 46 EL 6 3 45 7 2 6 75 ES 7 27 64 2 7 9 FR 7 2 62 7 82 IT 3 37 49 3 86 CY 7 3 8 54 2 6 72 LV 27 44 28 28 72 LT 2 42 4 3 6 6 44 44 LU 46 23 27 4 46 5 HU 9 38 46 4 3 9 84 MT 3 69 99 NL 5 46 8 24 3 4 5 42 AT 2 9 36 4 3 2 76 PL 3 24 39 3 3 27 7 PT 6 37 49 7 7 86 RO 2 7 44 36 9 8 SI 7 2 58 4 7 79 SK 6 32 44 2 5 7 76 FI 29 66 2 3 68 SE 27 39 29 3 66 32 UK 32 57 2 7 89 9 T66

Q6_.2 D après votre expérience du système des tribunaux, vous diriez-vous très satisfait, assez satisfait, assez mécontent ou très mécontent des points suivants? Coût de la procédure (tout compris) Q6_.2 Based on your experience with the court system, would you say that you were very satisfied, fairly satisfied, fairly dissatisfied or very dissatisfied with the following? Cost of the procedure (all included) Très satisfait(e) Plutôt satisfait(e) Plutôt pas satisfait(e) Très mécontent Ni satisfait ni mécontent (NE PAS LIRE) NSP/SR Total 'Satisfait' Total 'Mécontent' Very satisfied Fairly satisfied Fairly dissatisfied Very dissatisfied Neither satisfied nor dissatisfied (DO NOT READ OUT) DK/NA Total 'Satisfied' Total 'Dissatisfied' EU 27 3 2 3 37 5 4 24 67 BE 6 9 56 5 4 25 7 BG 6 6 2 67 32 CZ 9 8 5 32 4 2 27 47 DK 4 23 6 42 4 27 58 DE 4 4 25 28 2 44 53 EE 2 3 2 76 7 5 78 IE 9 52 27 2 6 37 EL 2 32 4 6 2 73 ES 2 25 54 2 79 FR 8 2 32 38 9 2 7 IT 36 48 4 2 84 CY 6 4 7 52 9 2 2 69 LV 43 23 24 2 8 43 47 LT 5 4 9 2 6 8 46 4 LU 7 56 2 4 2 8 76 HU 22 24 43 9 23 67 MT 6 7 66 7 83 NL 6 36 27 2 2 9 42 47 AT 5 28 23 29 9 6 33 52 PL 3 2 5 5 7 3 24 66 PT 5 32 33 3 7 5 65 RO 5 5 26 8 55 34 SI 3 2 24 4 9 3 24 64 SK 3 2 27 4 8 24 67 FI 3 54 4 9 32 58 SE 46 46 5 3 92 8 UK 6 25 37 22 4 59 T67

Q6_.3 D après votre expérience du système des tribunaux, vous diriez-vous très satisfait, assez satisfait, assez mécontent ou très mécontent des points suivants? Efforts personnels exigés Q6_.3 Based on your experience with the court system, would you say that you were very satisfied, fairly satisfied, fairly dissatisfied or very dissatisfied with the following? Personal efforts required Très satisfait(e) Plutôt satisfait(e) Plutôt pas satisfait(e) Très mécontent Ni satisfait ni mécontent (NE PAS LIRE) NSP/SR Total 'Satisfait' Total 'Mécontent' Very satisfied Fairly satisfied Fairly dissatisfied Very dissatisfied Neither satisfied nor dissatisfied (DO NOT READ OUT) DK/NA Total 'Satisfied' Total 'Dissatisfied' EU 27 6 32 22 32 3 5 38 54 BE 2 36 27 24 48 5 BG 3 26 5 26 57 4 CZ 4 27 4 23 3 3 5 DK 2 37 5 22 4 2 57 37 DE 2 33 33 28 4 35 6 EE 9 9 44 7 3 53 IE 9 59 2 68 3 EL 7 42 25 8 2 6 49 43 ES 2 33 6 49 35 65 FR 3 23 25 34 5 36 59 IT 25 26 44 2 3 25 7 CY 3 4 2 23 23 34 43 LV 55 25 2 6 56 36 LT 9 54 8 9 73 8 LU 5 47 2 5 62 36 HU 3 24 9 3 4 9 37 5 MT 5 2 46 37 7 83 NL 5 6 2 6 4 3 65 28 AT 7 3 5 33 5 9 38 48 PL 8 33 25 7 6 4 42 PT 3 26 3 2 3 57 RO 8 64 3 7 8 72 2 SI 5 25 28 3 8 4 3 58 SK 6 35 2 22 6 4 42 FI 5 25 2 9 2 52 37 SE 2 73 3 3 9 75 6 UK 26 4 3 2 2 66 32 T68

Q6_.4 D après votre expérience du système des tribunaux, vous diriez-vous très satisfait, assez satisfait, assez mécontent ou très mécontent des points suivants? Simplicité de la procédure Q6_.4 Based on your experience with the court system, would you say that you were very satisfied, fairly satisfied, fairly dissatisfied or very dissatisfied with the following? Ease of the procedure Très satisfait(e) Plutôt satisfait(e) Plutôt pas satisfait(e) Très mécontent Ni satisfait ni mécontent (NE PAS LIRE) NSP/SR Total 'Satisfait' Total 'Mécontent' Very satisfied Fairly satisfied Fairly dissatisfied Very dissatisfied Neither satisfied nor dissatisfied (DO NOT READ OUT) DK/NA Total 'Satisfied' Total 'Dissatisfied' EU 27 3 27 29 35 2 4 3 64 BE 7 35 25 29 3 42 54 BG 6 27 25 4 33 66 CZ 4 3 27 24 4 34 5 DK 4 35 3 23 7 39 54 DE 4 4 23 22 4 6 45 45 EE 3 9 45 4 3 54 IE 3 64 9 4 77 23 EL 8 39 35 6 9 74 ES 29 6 89 FR 2 6 5 56 28 7 IT 24 27 44 5 24 7 CY 22 8 46 3 3 57 LV 2 56 28 3 58 4 LT 2 43 5 33 6 45 38 LU 6 37 4 6 53 47 HU 2 4 4 5 3 82 MT 5 8 3 35 33 66 NL 4 44 36 2 3 48 48 AT 4 32 24 3 3 7 36 54 PL 6 29 39 6 3 7 35 55 PT 52 3 7 82 RO 33 29 6 44 45 SI 2 25 6 42 2 3 37 58 SK 32 33 27 7 33 6 FI 63 32 2 2 64 34 SE 54 22 2 65 24 UK 32 49 8 8 8 T69

Q6_2. D après votre expérience des MARC, vous diriez-vous très satisfait, assez satisfait, assez mécontent ou très mécontent des points suivants? Durée de la procédure Q6_2. Based on your experience with the ADR scheme, would you say that you were very satisfied, fairly satisfied, fairly dissatisfied or very dissatisfied with the following? Duration of the procedure Très satisfait(e) Plutôt satisfait(e) Plutôt pas satisfait(e) Très mécontent Ni satisfait ni mécontent (NE PAS LIRE) NSP/SR Total 'Satisfait' Total 'Mécontent' Very satisfied Fairly satisfied Fairly dissatisfied Very dissatisfied Neither satisfied nor dissatisfied (DO NOT READ OUT) DK/NA Total 'Satisfied' Total 'Dissatisfied' EU 27 9 42 23 2 2 3 5 44 BE 33 5 5 33 5 BG 67 24 8 68 32 CZ 26 44 28 27 72 DK 6 46 24 3 62 35 DE 2 5 3 5 72 8 EE 8 3 23 8 48 34 IE 25 32 26 7 57 43 EL 3 38 36 9 3 4 55 ES 7 42 26 24 49 5 FR 7 6 9 9 5 77 8 IT 4 32 28 33 2 36 6 CY 2 48 5 26 69 3 LV 3 39 27 2 52 47 LT 58 6 4 2 68 3 LU 27 3 6 4 2 57 3 HU 7 32 2 3 9 39 5 MT 3 78 8 8 9 NL 9 38 7 6 57 33 AT 27 32 25 5 59 4 PL 48 2 24 6 49 44 PT 3 36 2 4 3 56 RO 3 64 2 67 32 SI 9 24 25 3 7 5 33 55 SK 9 46 2 3 55 3 FI 4 68 6 2 82 8 SE 62 4 5 8 73 4 UK 98 99 T7

Q6_2.2 D après votre expérience des MARC, vous diriez-vous très satisfait, assez satisfait, assez mécontent ou très mécontent des points suivants? Coût de la procédure (tout compris) Q6_2.2 Based on your experience with the ADR scheme, would you say that you were very satisfied, fairly satisfied, fairly dissatisfied or very dissatisfied with the following? Cost of the procedure (all included) Très satisfait(e) Plutôt satisfait(e) Plutôt pas satisfait(e) Très mécontent Ni satisfait ni mécontent (NE PAS LIRE) NSP/SR Total 'Satisfait' Total 'Mécontent' Very satisfied Fairly satisfied Fairly dissatisfied Very dissatisfied Neither satisfied nor dissatisfied (DO NOT READ OUT) DK/NA Total 'Satisfied' Total 'Dissatisfied' EU 27 9 4 22 2 3 5 5 42 BE 5 48 33 2 63 34 BG 2 62 29 6 64 3 CZ 5 36 27 9 3 5 63 DK 2 53 2 5 73 22 DE 7 55 2 4 2 72 6 EE 34 25 8 4 4 5 59 22 IE 3 42 5 2 73 5 EL 4 39 26 2 43 26 ES 4 55 3 9 59 4 FR 7 54 9 5 5 7 24 IT 3 3 23 38 3 2 34 6 CY 2 46 7 24 2 67 3 LV 44 34 9 2 45 43 LT 68 7 3 69 3 LU 42 8 6 8 5 6 24 HU 37 6 23 2 48 39 MT 83 6 8 3 83 4 NL 4 45 34 3 4 49 37 AT 33 29 9 4 4 62 23 PL 6 34 3 8 6 6 4 48 PT 28 43 7 29 6 RO 3 7 5 73 26 SI 9 3 3 28 7 3 22 58 SK 2 5 22 4 3 9 52 36 FI 5 47 3 7 62 38 SE 25 36 3 8 28 6 UK 44 8 36 62 36 T7

Q6_2.3 D après votre expérience des MARC, vous diriez-vous très satisfait, assez satisfait, assez mécontent ou très mécontent des points suivants? Efforts personnels exigés Q6_2.3 Based on your experience with the ADR scheme, would you say that you were very satisfied, fairly satisfied, fairly dissatisfied or very dissatisfied with the following? Personal efforts required Très satisfait(e) Plutôt satisfait(e) Plutôt pas satisfait(e) Très mécontent Ni satisfait ni mécontent (NE PAS LIRE) NSP/SR Total 'Satisfait' Total 'Mécontent' Very satisfied Fairly satisfied Fairly dissatisfied Very dissatisfied Neither satisfied nor dissatisfied (DO NOT READ OUT) DK/NA Total 'Satisfied' Total 'Dissatisfied' EU 27 43 22 6 3 5 54 38 BE 7 63 26 2 7 27 BG 23 5 9 6 74 25 CZ 33 8 8 38 2 34 26 DK 9 59 6 4 78 7 DE 5 55 8 2 7 2 EE 8 48 4 4 25 56 5 IE 7 5 22 68 32 EL 5 56 2 9 7 29 ES 6 67 8 8 73 26 FR 2 48 25 5 69 26 IT 5 3 26 34 2 3 35 6 CY 43 7 26 2 2 2 5 28 LV 66 22 67 23 LT 8 55 4 5 8 73 9 LU 42 6 6 3 3 58 6 HU 8 48 25 4 3 2 56 39 MT 8 6 8 6 8 4 NL 2 48 28 2 9 6 29 AT 4 62 3 76 23 PL 7 36 34 5 8 43 39 PT 5 32 7 5 49 RO 24 62 2 9 2 86 3 SI 7 43 6 6 2 6 5 32 SK 6 45 27 4 8 5 3 FI 22 4 3 7 63 37 SE 5 36 3 9 5 3 UK 4 22 3 34 63 3 T72

Q6_2.4 D après votre expérience des MARC, vous diriez-vous très satisfait, assez satisfait, assez mécontent ou très mécontent des points suivants? Simplicité de la procédure Q6_2.4 Based on your experience with the ADR scheme, would you say that you were very satisfied, fairly satisfied, fairly dissatisfied or very dissatisfied with the following? Ease of the procedure Très satisfait(e) Plutôt satisfait(e) Plutôt pas satisfait(e) Très mécontent Ni satisfait ni mécontent (NE PAS LIRE) NSP/SR Total 'Satisfait' Total 'Mécontent' Very satisfied Fairly satisfied Fairly dissatisfied Very dissatisfied Neither satisfied nor dissatisfied (DO NOT READ OUT) DK/NA Total 'Satisfied' Total 'Dissatisfied' EU 27 8 5 9 5 3 5 58 34 BE 3 6 7 5 2 2 64 32 BG 2 46 3 6 6 58 36 CZ 4 4 8 4 48 DK 64 9 4 8 4 75 3 DE 6 6 3 76 4 EE 45 9 24 3 8 56 33 IE 7 49 22 2 66 34 EL 3 48 25 7 7 5 35 ES 2 34 56 7 36 63 FR 8 6 3 4 5 78 7 IT 3 45 4 3 2 5 48 45 CY 24 7 24 24 2 3 48 LV 3 54 4 9 67 23 LT 64 2 7 7 65 28 LU 28 2 22 3 3 3 49 25 HU 3 4 9 24 3 53 43 MT 3 78 8 8 3 8 6 NL 2 5 24 4 62 28 AT 26 5 2 4 7 76 6 PL 7 38 43 5 6 45 48 PT 35 43 7 5 35 6 RO 3 66 2 9 69 2 SI 9 39 3 2 8 58 34 SK 9 49 5 7 58 25 FI 5 36 36 6 7 5 42 SE 6 5 8 8 8 66 8 UK 5 94 99 T73

Q7_ En repensant au dernier désaccord/litige avec une autre entreprise pour lequel vous n avez pas eu recours à un tribunal, pourquoi avez-vous décidé de ne pas avoir recours à un tribunal? (TROIS REPONSES POSSIBLES) Q7_ Thinking about the last time you encountered a disagreement/dispute with another business where you did not go to court, why did you decide not to go to court? (THREE POSSIBLE ANSWERS) La procédure aurait coûté trop cher au regard de la somme concernée The procedure would be too expensive with respect to the sum involved La procédure aurait duré trop longtemps The procedure would take too long Vous ne saviez pas comment entamer la procédure You did not know how to begin the procedure Vous ne vouliez pas détruire votre relation d affaires avec l autre entreprise You did not want to ruin the business relationship with the other business Il vous aurait fallu aller au tribunal dans un pays étranger You would have had to go to court in a foreign country Vous avez pensé que cela ne servirait à rien You thought that nothing would come out of this Autre (NE PAS LIRE) Other (DO NOT READ OUT) EU 27 BE BG CZ DK DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE 45 27 2 25 2 27 5 35 6 4 8 4 23 28 27 3 24 5 33 3 2 7 23 9 45 29 29 32 7 47 9 2 35 6 2 5 37 8 2 6 27 4 3 8 5 26 44 29 4 4 3 29 4 3 23 27 7 53 3 8 32 3 25 5 29 6 29 3 25 3 4 25 3 46 43 3 23 6 27 8 3 32 2 29 5 2 28 45 26 8 7 3 5 37 35 23 36 8 52 34 8 5 3 4 57 6 33 7 2 3 54 24 37 5 9 2 44 25 2 2 3 3 7 56 46 27 45 2 3 4 26 2 3 24 2 26 7 25 4 49 52 5 29 6 38 9 59 24 3 28 2 2 3 28 4 5 24 24 UK 28 2 2 8 4 7 3 T74

Q7_ En repensant au dernier désaccord/litige avec une autre entreprise pour lequel vous n avez pas eu recours à un tribunal, pourquoi avez-vous décidé de ne pas avoir recours à un tribunal? (TROIS REPONSES POSSIBLES) Q7_ Thinking about the last time you encountered a disagreement/dispute with another business where you did not go to court, why did you decide not to go to court? (THREE POSSIBLE ANSWERS) Aucun (NE PAS LIRE) NSP/SR None (DO NOT READ OUT) DK/NA EU 27 BE BG CZ DK DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK 3 7 3 8 2 6 8 6 8 8 8 4 4 6 8 7 2 3 8 2 2 2 2 5 7 3 6 5 6 2 6 2 25 6 9 7 2 6 5 9 27 4 T75

Q7_2 En repensant au dernier désaccord/litige avec une autre entreprise pour lequel vous n avez pas eu recours à un MARC débouchant sur une décision contraignante, pourquoi avez-vous décidé de ne pas avoir recours à un MARC? (TROIS REPONSES POSSIBLES) Q7_2 Thinking about the last time you encountered a disagreement/dispute with another business where you did not use an ADR scheme resulting in a binding decision, why did you decide not to use an ADR scheme resulting in a binding decision? (THREE POSSIBLE ANSWERS) La procédure aurait coûté trop cher au regard de la somme concernée La procédure aurait duré trop longtemps Vous ne connaissiez pas l existence de cette procédure Vous ne saviez pas comment entamer la procédure Vous ne vouliez pas détruire votre relation d affaires avec l autre entreprise Le MARC adapté se serait déroulé dans un pays étranger ou dans une langue étrangère Vous avez pensé que cela ne servirait à rien The procedure would be too expensive with respect to the sum involved The procedure would take too long You did not know of the existence of this procedure You did not know how to begin the procedure You did not want to ruin the business relationship with the other business The competent ADR scheme would have been in a foreign country or in a foreign language You thought that nothing would come out of this EU 27 22 6 9 7 7 9 BE 7 6 39 5 26 6 BG 7 7 8 3 28 7 CZ 3 28 7 4 9 2 6 DK 9 2 9 3 22 29 DE 24 22 8 8 8 EE 4 4 4 3 3 2 28 IE 7 2 29 6 4 2 7 EL 24 2 24 9 35 3 2 ES 6 6 3 9 4 FR 33 5 3 4 8 3 2 IT 6 7 8 2 4 2 22 CY 9 48 4 7 6 3 LV 2 2 22 7 8 2 23 LT 22 9 2 3 2 5 2 LU 8 9 28 8 3 6 HU 26 8 9 6 7 25 MT 4 4 72 5 NL 25 8 27 4 23 2 9 AT 25 2 24 6 6 4 PL 9 9 7 2 2 2 26 PT 46 36 5 6 4 29 RO 2 26 2 7 7 SI 3 6 7 2 SK 28 32 25 2 9 6 3 FI 5 24 6 2 2 SE 24 2 2 9 2 8 UK 4 6 27 8 5 5 T76

Q7_2 En repensant au dernier désaccord/litige avec une autre entreprise pour lequel vous n avez pas eu recours à un MARC débouchant sur une décision contraignante, pourquoi avez-vous décidé de ne pas avoir recours à un MARC? (TROIS REPONSES POSSIBLES) Q7_2 Thinking about the last time you encountered a disagreement/dispute with another business where you did not use an ADR scheme resulting in a binding decision, why did you decide not to use an ADR scheme resulting in a binding decision? (THREE POSSIBLE ANSWERS) L autre partie n a pas voulu participer Autre (NE PAS LIRE) Aucun (NE PAS LIRE) NSP/SR Au moins un 'Ne savait pas' The other party did not want to participate Other (DO NOT READ OUT) None (DO NOT READ OUT) DK/NA At least one 'Did not know' EU 27 7 2 8 5 24 BE 5 4 4 3 49 BG 2 3 5 6 CZ 8 8 8 5 DK 5 2 2 6 9 DE 9 6 33 EE 2 8 5 27 7 IE 22 4 2 34 EL 9 9 5 2 28 ES 5 2 5 38 FR 3 3 3 IT 7 8 5 7 CY 6 48 LV 9 5 3 35 LT 8 3 23 LU 9 6 3 35 HU 4 2 4 6 5 MT 8 9 72 NL 3 7 6 7 29 AT 4 5 5 3 29 PL 6 4 4 2 25 PT 7 8 3 4 RO 2 6 9 2 29 SI 8 4 2 6 SK 8 5 7 34 FI 6 4 3 SE 3 27 3 UK 7 8 39 T77

Q7_3 En repensant au dernier désaccord/litige avec une autre entreprise pour lequel vous n avez pas eu recours à un MARC ayant pour objectif un accord amiable (comme une médiation), pourquoi avez-vous décidé de ne pas avoir recours à un MARC ayant pour objectif un accord amiable? (TROIS REPONSES POSSIBLES) Q7_3 Thinking about the last time you encountered a disagreement/dispute with another business where you did not use an ADR scheme aiming for an amicable agreement (e.g. mediation), why did you decide not to use an ADR scheme aiming for an amicable agreement? (THREE POSSIBLE ANSWERS) La procédure aurait coûté trop cher au regard de la somme concernée La procédure aurait duré trop longtemps Vous ne connaissiez pas l existence de cette procédure Vous ne saviez pas comment entamer la procédure Vous ne vouliez pas détruire votre relation d affaires avec l autre entreprise Le MARC adapté se serait déroulé dans un pays étranger ou dans une langue étrangère Vous avez pensé que cela ne servirait à rien The procedure would be too expensive with respect to the sum involved The procedure would take too long You did not know of the existence of this procedure You did not know how to begin the procedure You did not want to ruin the business relationship with the other business The competent ADR scheme would have been in a foreign country or in a foreign language You thought that nothing would come out of this EU 27 8 2 8 7 9 BE 6 3 7 26 3 6 BG 5 4 7 4 23 9 CZ 7 23 4 2 7 8 DK 2 6 3 4 23 25 DE 6 24 2 22 2 EE 7 4 6 4 6 2 IE 2 8 32 6 4 3 4 EL 2 9 25 6 35 5 2 ES 5 4 9 9 3 FR 25 28 7 22 25 IT 4 8 5 6 2 24 CY 9 7 37 7 LV 2 8 28 9 4 6 LT 5 8 7 5 9 3 7 LU 3 27 6 7 2 HU 9 2 8 5 7 23 MT 6 74 2 NL 2 7 3 6 9 2 6 AT 9 8 24 8 2 5 PL 6 3 2 6 3 2 22 PT 36 26 7 2 2 32 RO 8 3 5 8 4 8 SI 9 6 3 24 SK 24 24 28 4 7 3 22 FI 39 5 8 8 25 3 7 SE 8 5 2 6 2 22 UK 9 5 3 7 9 T78

Q7_3 En repensant au dernier désaccord/litige avec une autre entreprise pour lequel vous n avez pas eu recours à un MARC ayant pour objectif un accord amiable (comme une médiation), pourquoi avez-vous décidé de ne pas avoir recours à un MARC ayant pour objectif un accord amiable? (TROIS REPONSES POSSIBLES) Q7_3 Thinking about the last time you encountered a disagreement/dispute with another business where you did not use an ADR scheme aiming for an amicable agreement (e.g. mediation), why did you decide not to use an ADR scheme aiming for an amicable agreement? (THREE POSSIBLE ANSWERS) L autre partie n a pas voulu participer Autre (NE PAS LIRE) Aucun (NE PAS LIRE) NSP/SR Au moins un 'Ne savait pas' The other party did not want to participate Other (DO NOT READ OUT) None (DO NOT READ OUT) DK/NA At least one 'Did not know' EU 27 7 7 25 BE 7 4 6 38 BG 2 8 6 5 CZ 7 4 27 5 4 DK 7 2 4 7 4 DE 6 6 3 2 29 EE 4 9 4 36 IE 6 2 4 38 EL 5 8 6 3 28 ES 8 9 5 46 FR 4 3 34 IT 8 6 8 3 CY 3 6 4 LV 6 9 8 7 36 LT 3 28 9 9 LU 24 3 33 HU 4 5 3 8 2 MT 3 9 75 NL 9 5 3 AT 5 23 5 5 28 PL 4 3 5 3 3 PT 8 6 8 7 4 RO 2 2 3 9 SI 9 6 3 5 4 SK 4 6 8 37 FI 6 3 9 3 3 SE 2 27 2 9 3 UK 4 4 23 33 T79

Q8a_ Pourriez-vous estimer le montant total objet du désaccord/litige lors du dernier problème que vous avez rencontré avec une autre entreprise située dans (NOTRE PAYS)? Q8a_ Could you please estimate the total cost value that was in disagreement/dispute in the last problem you had with another business located in (OUR COUNTRY)? - euros - euros - euros - 5 euros 5- euros ou plus or more EU 27 BE BG CZ DK DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE 2 4 32 27 5 4 35 7 8 8 2 9 7 2 4 3 2 7 29 45 2 3 33 28 6 4 6 37 7 2 7 38 26 6 2 9 2 36 6 2 6 6 27 8 4 22 37 23 2 6 23 3 7 5 7 33 7 3 7 33 35 4 6 3 48 8 2 26 53 7 4 3 4 4 3 4 28 9 35 3 6 2 2 2 32 28 5 3 5 48 26 2 7 38 4 5 23 36 23 5 5 3 24 5 4 26 3 6 3 5 56 24 2 3 2 45 23 8 UK 4 29 3 T8

Q8a_ Pourriez-vous estimer le montant total objet du désaccord/litige lors du dernier problème que vous avez rencontré avec une autre entreprise située dans (NOTRE PAYS)? Q8a_ Could you please estimate the total cost value that was in disagreement/dispute in the last problem you had with another business located in (OUR COUNTRY)? REFUS NSP REFUSAL DK EU 27 BE BG CZ DK DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK 8 2 24 3 43 4 5 4 28 8 9 24 5 3 8 2 8 3 35 4 2 5 8 4 22 3 2 23 9 3 8 4 3 T8

Q8a_T Pourriez-vous estimer le montant total objet du désaccord/litige lors du dernier problème que vous avez rencontré avec une autre entreprise située dans (NOTRE PAYS)? Q8a_T Could you please estimate the total cost value that was in disagreement/dispute in the last problem you had with another business located in (OUR COUNTRY)? - euros - euros - euros - 5 euros 5- euros ou plus or more EU 27 BE BG CZ DK DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK 7 4 34 7 2 2 46 23 42 42 6 2 49 37 2 7 3 47 2 2 5 38 34 7 5 22 52 24 2 2 42 29 7 2 2 26 45 8 2 7 25 4 28 6 26 44 27 3 8 35 45 2 8 2 4 8 4 8 38 4 6 6 6 59 22 3 29 6 8 5 35 45 5 27 54 7 42 37 7 2 4 4 35 6 4 6 53 28 3 24 5 9 6 26 42 26 5 45 34 2 34 4 2 4 6 58 25 4 5 26 9 48 35 5 T82

Q8a_TT Pourriez-vous estimer le montant total objet du désaccord/litige lors du dernier problème que vous avez rencontré avec une autre entreprise située dans (NOTRE PAYS)? Q8a_TT Could you please estimate the total cost value that was in disagreement/dispute in the last problem you had with another business located in (OUR COUNTRY)? - euros - euros - euros - 5 euros 5- euros ou plus or more EU 27 BE BG CZ DK DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK 3 7 39 33 6 2 2 46 23 4 36 36 4 2 2 48 36 2 7 3 47 2 2 5 38 34 7 5 22 52 24 2 2 9 42 28 7 2 2 2 26 44 7 2 7 4 2 36 24 5 26 44 27 3 2 8 34 44 2 8 2 4 8 4 8 38 4 6 6 6 59 22 3 29 6 8 5 35 45 5 2 2 43 4 4 37 7 2 2 4 39 34 6 4 6 53 28 3 24 5 9 6 26 42 26 5 7 4 32 2 5 32 38 2 4 6 58 25 3 3 49 26 8 48 35 5 T83

Q8b_ Pourriez-vous estimer le montant total objet du désaccord/litige lors du dernier problème que vous avez rencontré avec une autre entreprise située hors de (NOTRE PAYS)? Q8b_ Could you please estimate the total cost value that was in disagreement/dispute in the last problem you had with another business located outside (OUR COUNTRY)? - euros - euros - euros - 5 euros 5- euros ou plus or more EU 27 BE BG CZ DK DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE 4 2 24 29 9 2 36 44 9 24 7 23 22 3 23 39 5 2 6 9 37 6 2 2 33 2 32 7 33 6 5 3 39 6 5 27 3 2 2 22 48 7 3 5 45 2 2 2 2 36 6 8 2 7 46 3 4 35 2 2 5 46 8 33 3 7 4 22 39 7 6 2 3 4 6 33 2 47 64 7 25 6 2 8 8 25 5 23 9 2 2 28 29 8 33 43 7 5 UK 2 37 54 3 T84

Q8b_ Pourriez-vous estimer le montant total objet du désaccord/litige lors du dernier problème que vous avez rencontré avec une autre entreprise située hors de (NOTRE PAYS)? Q8b_ Could you please estimate the total cost value that was in disagreement/dispute in the last problem you had with another business located outside (OUR COUNTRY)? REFUS NSP REFUSAL DK EU 27 BE BG CZ DK DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK 2 8 6 48 34 8 3 5 33 33 32 36 2 3 57 8 5 6 2 35 5 2 2 7 8 43 2 36 26 2 2 4 T85

Q8b_T Pourriez-vous estimer le montant total objet du désaccord/litige lors du dernier problème que vous avez rencontré avec une autre entreprise située hors de (NOTRE PAYS)? Q8b_T Could you please estimate the total cost value that was in disagreement/dispute in the last problem you had with another business located outside (OUR COUNTRY)? - euros - euros - euros - 5 euros 5- euros ou plus or more EU 27 BE BG CZ DK DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK 5 32 38 2 2 3 43 53 57 4 2 35 34 5 5 5 25 42 6 2 9 2 44 9 3 3 49 3 48 25 5 23 2 8 9 57 8 7 4 84 5 6 25 55 9 5 23 69 3 38 6 2 26 43 3 8 9 52 3 5 45 39 2 2 2 3 8 58 5 9 27 2 27 48 4 9 8 26 39 8 8 4 2 58 78 2 44 8 9 9 44 39 7 3 46 8 4 22 29 3 8 37 5 8 5 2 38 56 4 T86

Q8b_TT Pourriez-vous estimer le montant total objet du désaccord/litige lors du dernier problème que vous avez rencontré avec une autre entreprise située hors de (NOTRE PAYS)? Q8b_TT Could you please estimate the total cost value that was in disagreement/dispute in the last problem you had with another business located outside (OUR COUNTRY)? - euros - euros - euros - 5 euros 5- euros ou plus or more EU 27 BE BG CZ DK DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK 5 4 3 37 2 3 43 53 7 47 34 35 34 5 5 5 25 42 6 2 9 2 44 9 3 3 49 3 48 25 5 23 2 7 9 57 8 7 43 2 48 3 3 24 54 9 4 23 69 3 23 29 47 26 43 3 8 9 52 3 5 45 39 2 2 2 3 8 58 5 9 26 2 4 26 46 3 9 8 26 39 8 8 4 2 58 78 2 44 8 9 9 3 38 34 5 33 2 3 2 2 22 29 3 8 37 5 8 5 2 38 56 4 T87

Q9a_ Pourriez-vous estimer combien de temps il a fallu pour régler au tribunal votre dernier désaccord/litige avec une autre entreprise située en (NOTRE PAYS)? Q9a_ Could you please estimate how long your last disagreement/ dispute with another business located in (OUR COUNTRY) took to be resolved in a court? Moins d'un mois -3 mois 4-6 mois 7- mois -2 ans 2 ans ou plus REFUS NSP Less than a month -3 months 4-6 months 7- months -2 years 2 years or more REFUSAL DK EU 27 9 4 7 23 25 2 BE 3 2 3 2 9 22 BG 6 4 9 7 33 7 4 CZ 4 4 3 5 8 28 3 25 DK 4 4 7 29 24 2 DE 4 2 25 6 22 8 3 EE 9 22 7 25 24 3 IE 6 4 9 28 2 2 EL 7 3 2 26 3 9 ES 9 6 7 8 32 8 FR 5 4 5 36 32 8 IT 4 8 2 25 24 37 CY 4 28 57 LV 8 3 2 8 9 9 2 LT 9 2 2 3 36 LU 23 36 8 7 22 3 HU 2 4 2 3 4 9 MT 4 6 2 63 4 NL 8 26 3 2 4 9 AT 2 9 6 29 2 24 PL 23 2 2 27 9 8 PT 7 22 8 35 28 RO 5 4 3 3 27 28 SI 2 4 8 35 9 SK 4 3 5 8 3 9 FI 9 26 2 2 2 2 SE 7 35 4 2 22 UK 6 6 6 33 6 6 7 T88

Q9a_T Pourriez-vous estimer combien de temps il a fallu pour régler au tribunal votre dernier désaccord/litige avec une autre entreprise située en (NOTRE PAYS)? Q9a_T Could you please estimate how long your last disagreement/ dispute with another business located in (OUR COUNTRY) took to be resolved in a court? -3 mois 4-6 mois 7- mois -2 ans 2 ans ou plus -3 months 4-6 months 7- months -2 years 2 years or more EU 27 BE BG CZ DK DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK 2 7 9 3 32 7 27 6 6 24 7 2 8 42 2 6 8 8 27 4 5 6 8 33 28 4 3 7 27 22 9 22 8 26 25 6 4 2 29 2 4 4 3 36 43 7 9 9 35 6 5 5 39 35 7 2 3 39 39 2 32 66 23 4 2 24 4 32 33 2 24 37 9 7 23 5 3 39 52 5 7 2 66 32 6 25 7 2 2 2 38 27 25 23 2 3 2 3 48 2 2 5 7 38 4 2 5 23 46 6 4 7 23 4 2 29 2 24 24 57 7 2 2 32 9 9 49 24 9 T89

Q9a_TT Pourriez-vous estimer combien de temps il a fallu pour régler au tribunal votre dernier désaccord/litige avec une autre entreprise située en (NOTRE PAYS)? Q9a_TT Could you please estimate how long your last disagreement/ dispute with another business located in (OUR COUNTRY) took to be resolved in a court? Moins d'un mois -3 mois 4-6 mois 7- mois -2 ans 2 ans ou plus Less than a month -3 months 4-6 months 7- months -2 years 2 years or more EU 27 BE BG CZ DK DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK 2 2 7 9 29 3 7 27 6 6 24 7 6 7 39 2 5 5 7 8 26 39 5 6 8 33 28 4 4 29 6 26 2 9 22 8 26 25 6 4 2 29 2 9 3 3 3 33 39 7 9 9 35 6 5 5 39 35 7 2 3 39 39 2 32 66 23 4 2 23 4 32 33 2 23 37 9 7 23 3 5 3 38 5 5 7 2 66 32 6 25 7 2 2 2 38 27 25 23 2 3 2 3 48 2 2 5 7 38 3 3 2 5 22 45 5 6 3 6 22 38 2 29 2 24 24 22 45 5 2 25 8 8 8 4 9 7 T9

Q9b_ Pourriez-vous estimer combien de temps il a fallu pour régler au tribunal votre dernier désaccord/litige avec une autre entreprise située hors de (NOTRE PAYS)? Q9b_ Could you estimate how long your last disagreement/ dispute with another business located outside (OUR COUNTRY) took to be resolved in a court? Moins d'un mois -3 mois 4-6 mois 7- mois -2 ans 2 ans ou plus REFUS NSP Less than a month -3 months 4-6 months 7- months -2 years 2 years or more REFUSAL DK EU 27 3 7 9 2 5 8 2 34 BE 3 33 2 9 25 28 BG 46 5 3 2 44 CZ 5 63 DK 2 5 6 7 3 27 DE 2 5 7 7 25 23 EE IE 3 4 25 7 4 EL 3 2 2 6 ES 36 6 2 3 53 FR 8 33 2 35 4 6 IT 35 2 43 CY 2 29 2 67 LV 34 8 2 5 5 5 3 LT 9 5 2 34 28 LU 6 35 2 39 HU 4 9 5 8 42 MT 4 44 2 3 4 42 NL 6 6 3 4 7 4 4 AT 6 27 42 4 8 PL 28 37 26 2 4 PT 23 24 4 RO 2 2 2 2 52 SI 3 8 9 39 SK 3 8 3 3 23 24 25 FI 8 3 3 6 4 SE 4 58 28 T9

Q9b_T Pourriez-vous estimer combien de temps il a fallu pour régler au tribunal votre dernier désaccord/litige avec une autre entreprise située hors de (NOTRE PAYS)? Q9b_T Could you estimate how long your last disagreement/ dispute with another business located outside (OUR COUNTRY) took to be resolved in a court? -3 mois 4-6 mois 7- mois -2 ans 2 ans ou plus -3 months 4-6 months 7- months -2 years 2 years or more EU 27 BE CZ DK DE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT SI SK FI SE 4 8 5 28 35 48 3 3 36 3 36 3 58 22 9 24 44 2 6 5 56 3 84 3 2 4 4 7 46 55 7 28 39 3 4 6 62 38 95 5 53 7 3 4 3 29 3 2 64 2 9 58 33 44 2 43 8 3 3 5 8 24 7 32 26 7 2 35 55 56 39 3 9 39 2 4 25 35 2 37 3 6 4 37 4 4 4 82 9 8 T92

Q9b_TT Pourriez-vous estimer combien de temps il a fallu pour régler au tribunal votre dernier désaccord/litige avec une autre entreprise située hors de (NOTRE PAYS)? Q9b_TT Could you estimate how long your last disagreement/ dispute with another business located outside (OUR COUNTRY) took to be resolved in a court? Moins d'un mois -3 mois 4-6 mois 7- mois -2 ans 2 ans ou plus Less than a month -3 months 4-6 months 7- months -2 years 2 years or more EU 27 2 4 4 23 28 BE 4 46 2 3 35 BG 84 6 CZ 28 2 26 2 42 DK 3 2 9 24 42 DE 32 2 7 38 IE 3 58 2 EL 32 3 28 5 3 ES 76 3 4 7 FR 8 36 2 38 5 IT 6 38 CY 5 9 5 LV 49 27 3 7 7 7 LT 26 2 3 48 LU 9 58 33 HU 25 33 9 32 MT 7 75 3 3 5 7 NL 9 22 6 29 23 AT 3 6 3 48 PL 29 4 27 2 PT 9 39 2 4 SI 25 35 2 37 SK 8 5 3 3 33 FI 2 9 4 4 7 SE 9 8 T93

Q9a_2 Pourriez-vous estimer combien de temps il a fallu pour régler votre dernier désaccord/litige avec une autre entreprise située en (NOTRE PAYS) au moyen d un MARC qui a débouché sur une décision contraignante (comme un arbitrage)? Q9a_2 Could you please estimate how long your last disagreement/ dispute with another business located in (OUR COUNTRY) took to be resolved using an ADR scheme that resulted in a binding decision (e.g. arbitration)? Moins d'un mois -3 mois 4-6 mois 7- mois -2 ans 2 ans ou plus REFUS NSP Less than a month -3 months 4-6 months 7- months -2 years 2 years or more REFUSAL DK EU 27 7 2 5 6 9 32 BE 2 2 4 42 2 47 BG 26 26 2 2 22 4 CZ 2 4 6 2 2 35 DK 8 9 2 5 28 DE 5 8 3 27 36 EE 2 8 IE 25 9 3 25 EL 9 36 8 9 8 ES 3 43 4 2 28 FR 3 62 4 4 27 IT 9 2 3 37 CY 5 5 2 69 LV 66 29 4 LT 9 35 2 4 4 HU 7 8 3 2 28 MT 4 4 29 29 4 NL 23 3 5 5 53 AT 8 8 28 9 27 PL 24 28 4 22 PT 2 4 6 25 6 2 RO 3 43 3 4 4 5 SI 4 9 74 SK 7 39 3 3 47 FI 59 6 7 5 2 2 9 SE 7 2 32 UK 7 83 T94

Q9a_2T Pourriez-vous estimer combien de temps il a fallu pour régler votre dernier désaccord/litige avec une autre entreprise située en (NOTRE PAYS) au moyen d un MARC qui a débouché sur une décision contraignante (comme un arbitrage)? Q9a_2T Could you please estimate how long your last disagreement/ dispute with another business located in (OUR COUNTRY) took to be resolved using an ADR scheme that resulted in a binding decision (e.g. arbitration)? -3 mois 4-6 mois 7- mois -2 ans 2 ans ou plus -3 months 4-6 months 7- months -2 years 2 years or more EU 27 BE BG CZ DK DE IE EL ES FR IT CY LV LT HU NL AT PL PT RO SI SK FI SE UK 26 29 8 23 3 4 3 8 27 27 2 2 7 3 2 23 24 27 4 28 24 2 2 43 26 9 3 44 22 8 6 2 2 5 85 5 3 8 32 6 7 69 3 85 5 32 24 3 2 49 28 25 25 38 3 35 5 4 7 26 37 5 4 4 7 4 4 22 3 76 5 66 8 8 5 5 5 25 3 7 83 4 82 23 38 7 25 23 5 2 67 2 2 2 8 63 4 6 3 5 T95

Q9a_2TT Pourriez-vous estimer combien de temps il a fallu pour régler votre dernier désaccord/litige avec une autre entreprise située en (NOTRE PAYS) au moyen d un MARC qui a débouché sur une décision contraignante (comme un arbitrage)? Q9a_2TT Could you please estimate how long your last disagreement/ dispute with another business located in (OUR COUNTRY) took to be resolved using an ADR scheme that resulted in a binding decision (e.g. arbitration)? Moins d'un mois -3 mois 4-6 mois 7- mois -2 ans 2 ans ou plus Less than a month -3 months 4-6 months 7- months -2 years 2 years or more EU 27 BE BG CZ DK DE IE EL ES FR IT CY LV LT HU MT NL AT PL PT RO SI SK FI SE UK 2 25 29 8 22 4 3 4 3 8 82 27 27 2 2 23 8 6 24 2 9 3 24 27 4 27 7 2 23 2 2 43 26 9 3 25 44 22 23 8 6 2 2 5 85 5 5 3 8 32 2 6 7 67 69 3 33 58 3 6 24 25 8 2 5 6 7 7 33 33 49 28 2 25 25 38 2 3 35 5 8 2 4 7 25 62 37 5 4 4 4 7 4 4 22 3 3 74 5 5 66 8 8 5 3 5 5 25 3 5 7 83 T96

Q9b_2 Pourriez-vous estimer combien de temps il a fallu pour régler votre dernier désaccord/litige avec une autre entreprise située hors de (NOTRE PAYS) au moyen d un MARC qui a débouché sur une décision contraignante (comme un arbitrage)? Q9b_2 Could you please estimate how long your last disagreement/ dispute with another business located outside (OUR COUNTRY) took to be resolved using an ADR scheme that resulted in a binding decision (e.g. arbitration)? Moins d'un mois -3 mois 4-6 mois 7- mois -2 ans 2 ans ou plus REFUS NSP Less than a month -3 months 4-6 months 7- months -2 years 2 years or more REFUSAL DK EU 27 2 24 3 8 9 4 3 37 BE 9 73 8 BG 7 86 7 CZ 4 27 67 DK 26 3 32 3 3 22 DE 27 4 6 5 4 44 EE IE 33 44 2 EL 9 9 ES 5 4 43 4 4 FR 23 22 22 IT 9 83 8 CY 25 25 5 LV 4 4 7 LT 7 29 LU 6 6 88 HU 43 3 3 5 NL 3 7 6 3 8 AT 2 2 8 5 3 8 PL 79 2 8 3 8 SI 6 3 2 5 2 82 SK 5 7 FI 8 35 47 T97

Q9b_2T Pourriez-vous estimer combien de temps il a fallu pour régler votre dernier désaccord/litige avec une autre entreprise située hors de (NOTRE PAYS) au moyen d un MARC qui a débouché sur une décision contraignante (comme un arbitrage)? Q9b_2T Could you please estimate how long your last disagreement/ dispute with another business located outside (OUR COUNTRY) took to be resolved using an ADR scheme that resulted in a binding decision (e.g. arbitration)? -3 mois 4-6 mois 7- mois -2 ans 2 ans ou plus -3 months 4-6 months 7- months -2 years 2 years or more EU 27 BE BG CZ DK DE IE EL ES FR IT LV LT HU AT PL SI SK FI 4 2 5 5 92 8 4 4 92 35 4 4 43 52 8 3 24 76 9 2 2 6 4 29 4 4 9 83 5 42 43 7 87 7 6 4 4 43 88 3 9 4 5 5 3 28 44 28 33 67 8 89 4 9 29 8 29 29 T98

Q9b_2TT Pourriez-vous estimer combien de temps il a fallu pour régler votre dernier désaccord/litige avec une autre entreprise située hors de (NOTRE PAYS) au moyen d un MARC qui a débouché sur une décision contraignante (comme un arbitrage)? Q9b_2TT Could you please estimate how long your last disagreement/ dispute with another business located outside (OUR COUNTRY) took to be resolved using an ADR scheme that resulted in a binding decision (e.g. arbitration)? Moins d'un mois -3 mois 4-6 mois 7- mois -2 ans 2 ans ou plus Less than a month -3 months 4-6 months 7- months -2 years 2 years or more EU 27 BE BG CZ DK DE IE EL ES FR IT LV LT HU NL AT PL SI SK FI 3 4 2 4 5 7 89 7 86 7 3 4 82 35 4 4 43 4 52 8 3 24 76 9 9 2 2 6 4 29 4 4 29 9 83 8 5 42 43 7 29 87 7 6 7 33 33 7 4 4 43 29 88 3 9 4 5 5 3 56 3 9 2 33 67 T99

Q9a_3 Pourriez-vous estimer combien de temps il a fallu pour régler votre dernier désaccord/litige avec une autre entreprise située en (NOTRE PAYS) au moyen d un MARC ayant pour objectif un accord amiable (comme une médiation)? Q9a_3 Could you please estimate how long your last disagreement/ dispute with another business located in (OUR COUNTRY) took to be resolved using an ADR scheme that aimed for an amicable agreement (e.g. mediation)? Moins d'un mois -3 mois 4-6 mois 7- mois -2 ans 2 ans ou plus REFUS NSP Less than a month -3 months 4-6 months 7- months -2 years 2 years or more REFUSAL DK EU 27 33 2 3 4 6 2 22 BE 49 22 8 6 3 BG 85 2 CZ 2 2 2 54 2 DK 26 32 8 5 27 DE 5 5 6 28 EE 9 58 5 2 5 IE 45 27 23 5 EL 45 32 9 4 ES 45 9 34 FR 43 3 8 5 IT 23 8 4 2 7 3 25 CY 2 6 2 2 5 28 LV 23 46 3 LT 29 23 6 4 LU 2 57 5 26 HU 8 47 5 9 MT 3 9 7 NL 39 9 7 33 AT 5 56 6 22 PL 45 7 8 9 2 PT 2 5 23 3 RO 33 29 26 SI 22 5 2 8 32 SK 44 5 8 8 24 FI 64 7 9 7 2 SE 43 2 9 26 UK 6 88 4 2 T

Q9a_3T Pourriez-vous estimer combien de temps il a fallu pour régler votre dernier désaccord/litige avec une autre entreprise située en (NOTRE PAYS) au moyen d un MARC ayant pour objectif un accord amiable (comme une médiation)? Q9a_3T Could you please estimate how long your last disagreement/ dispute with another business located in (OUR COUNTRY) took to be resolved using an ADR scheme that aimed for an amicable agreement (e.g. mediation)? -3 mois 4-6 mois 7- mois -2 ans 2 ans ou plus -3 months 4-6 months 7- months -2 years 2 years or more EU 27 BE BG CZ DK DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK 43 27 4 8 8 52 23 8 6 87 9 2 2 2 2 56 36 44 2 7 7 2 8 2 76 7 3 2 2 45 27 23 5 46 33 7 4 6 44 3 8 6 3 25 6 28 3 84 3 3 7 33 66 53 43 2 2 79 2 58 9 23 3 97 59 3 2 72 8 63 2 5 3 2 33 6 45 39 4 37 25 7 2 58 2 65 7 7 58 3 2 26 6 9 4 T

Q9a_3TT Pourriez-vous estimer combien de temps il a fallu pour régler votre dernier désaccord/litige avec une autre entreprise située en (NOTRE PAYS) au moyen d un MARC ayant pour objectif un accord amiable (comme une médiation)? Q9a_3TT Could you please estimate how long your last disagreement/ dispute with another business located in (OUR COUNTRY) took to be resolved using an ADR scheme that aimed for an amicable agreement (e.g. mediation)? Moins d'un mois -3 mois 4-6 mois 7- mois -2 ans 2 ans ou plus Less than a month -3 months 4-6 months 7- months -2 years 2 years or more EU 27 BE BG CZ DK DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK 43 26 4 8 8 5 23 8 6 86 2 2 2 2 56 36 44 2 7 7 2 8 2 68 6 2 2 45 27 23 5 46 33 7 3 6 44 3 8 5 3 25 6 28 3 84 3 3 7 33 66 53 43 2 2 2 77 2 9 53 7 2 3 97 59 29 2 9 7 8 62 2 6 3 2 33 6 45 39 4 36 25 7 2 58 2 65 7 7 58 3 2 26 6 9 4 T2

Q9b_3 Pourriez-vous estimer combien de temps il a fallu pour régler votre dernier désaccord/litige avec une autre entreprise située hors de (NOTRE PAYS) au moyen d un MARC ayant pour objectif un accord amiable (comme une médiation)? Q9b_3 Could you please estimate how long your last disagreement/ dispute with another business located outside (OUR COUNTRY) took to be resolved using an ADR scheme that aimed for an amicable agreement (e.g. mediation)? Moins d'un mois -3 mois 4-6 mois 7- mois -2 ans 2 ans ou plus REFUS NSP Less than a month -3 months 4-6 months 7- months -2 years 2 years or more REFUSAL DK EU 27 6 27 8 3 6 29 BE 7 5 3 46 BG 74 22 3 CZ 22 22 34 DK 3 39 2 23 22 DE 7 33 6 2 3 2 EE 2 74 5 3 6 IE 3 7 5 5 6 EL 24 38 2 25 ES 64 7 7 22 FR 4 72 9 2 2 IT 3 24 3 2 2 56 LV 44 2 2 5 47 LT 9 53 38 LU 5 3 2 7 HU 3 86 4 7 NL 43 2 54 AT 3 8 2 5 34 PL 68 5 2 2 2 2 2 7 PT 34 2 64 SI 3 26 27 3 29 SK 8 28 4 2 39 FI 9 4 6 4 34 33 SE 43 4 4 29 T3

Q9b_3T Pourriez-vous estimer combien de temps il a fallu pour régler votre dernier désaccord/litige avec une autre entreprise située hors de (NOTRE PAYS) au moyen d un MARC ayant pour objectif un accord amiable (comme une médiation)? Q9b_3T Could you please estimate how long your last disagreement/ dispute with another business located outside (OUR COUNTRY) took to be resolved using an ADR scheme that aimed for an amicable agreement (e.g. mediation)? -3 mois 4-6 mois 7- mois -2 ans 2 ans ou plus -3 months 4-6 months 7- months -2 years 2 years or more EU 27 BE BG DK DE EE IE EL ES FR IT LT LU HU NL AT PL PT SI SK FI 46 3 3 7 2 3 9 57 75 22 3 6 5 3 3 77 3 3 3 8 5 4 76 5 5 76 9 2 3 9 85 3 8 57 3 4 86 6 36 3 96 4 93 5 45 27 3 23 2 5 95 4 8 4 54 8 28 6 9 6 4 4 5 2 4 2 2 5 38 5 T4

Q9b_3TT Pourriez-vous estimer combien de temps il a fallu pour régler votre dernier désaccord/litige avec une autre entreprise située hors de (NOTRE PAYS) au moyen d un MARC ayant pour objectif un accord amiable (comme une médiation)? Q9b_3TT Could you please estimate how long your last disagreement/ dispute with another business located outside (OUR COUNTRY) took to be resolved using an ADR scheme that aimed for an amicable agreement (e.g. mediation)? Moins d'un mois -3 mois 4-6 mois 7- mois -2 ans 2 ans ou plus Less than a month -3 months 4-6 months 7- months -2 years 2 years or more EU 27 9 42 27 2 6 4 BE 2 3 9 57 BG 75 22 3 CZ 33 7 33 7 DK 6 5 3 3 DE 5 65 3 3 3 EE 2 79 5 4 IE 4 76 5 5 EL 33 5 3 2 ES 9 FR 5 8 2 2 IT 8 57 3 4 LV 84 3 3 LT 4 86 LU 6 36 3 HU 4 92 4 NL 93 5 2 AT 45 27 3 23 2 PL 75 5 3 3 2 2 PT 95 5 SI 5 38 7 39 SK 4 46 7 33 FI 28 6 9 6 5 T5

Qa_ Quelle est la somme totale que vous avez dépensée, dont les frais liés à la procédure elle-même, les frais de déplacement, les frais d avocat, la dernière fois que vous avez eu recours à un tribunal pour un problème avec une entreprise située en (NOTRE PAYS)? Qa_ What was the total amount of money you spent, including fees for the procedure itself, travel expenses, costs of a lawyer, the last time you used a court for a problem with a business located in (OUR COUNTRY)? euro - euros - euros euros ou plus REFUS NSP euros or more REFUSAL DK EU 27 BE BG CZ DK DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK 3 7 28 2 39 24 36 8 3 29 5 39 29 26 2 7 28 2 4 2 32 27 35 3 4 6 2 2 6 33 6 34 23 6 6 25 9 38 5 2 26 2 35 34 2 2 4 2 36 4 35 6 34 6 3 5 59 34 9 55 46 9 34 3 27 28 3 6 28 2 6 8 33 5 37 8 8 63 5 6 33 9 27 4 2 35 5 2 42 42 5 42 36 8 46 58 4 8 2 4 42 2 4 29 29 24 8 39 9 9 9 4 48 8 57 2 3 42 33 8 7 T6

Qa_T Quelle est la somme totale que vous avez dépensée, dont les frais liés à la procédure elle-même, les frais de déplacement, les frais d avocat, la dernière fois que vous avez eu recours à un tribunal pour un problème avec une entreprise située en (NOTRE PAYS)? Qa_T What was the total amount of money you spent, including fees for the procedure itself, travel expenses, costs of a lawyer, the last time you used a court for a problem with a business located in (OUR COUNTRY)? - euros - euros euros ou plus euros or more EU 27 BE BG CZ DK DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK 29 5 2 36 53 57 42 37 59 4 34 29 37 28 36 36 54 36 27 52 2 3 54 5 4 64 32 22 53 25 4 74 2 77 2 2 7 28 2 49 5 68 32 33 59 8 5 47 3 56 33 4 66 3 73 26 66 33 73 8 9 64 3 6 48 39 3 22 45 33 4 83 3 5 39 T7

Qa_TT Quelle est la somme totale que vous avez dépensée, dont les frais liés à la procédure elle-même, les frais de déplacement, les frais d avocat, la dernière fois que vous avez eu recours à un tribunal pour un problème avec une entreprise située en (NOTRE PAYS)? Qa_TT What was the total amount of money you spent, including fees for the procedure itself, travel expenses, costs of a lawyer, the last time you used a court for a problem with a business located in (OUR COUNTRY)? euro - euros - euros euros ou plus euros or more EU 27 5 28 47 2 BE BG 7 36 53 53 39 CZ 2 29 47 4 DK 3 33 28 36 DE 7 25 34 34 EE 9 49 33 9 IE 27 52 2 EL 3 54 4 ES 4 3 62 3 FR 2 22 52 24 IT 4 74 2 CY 76 2 2 LV 7 28 2 LT 9 4 4 LU 68 32 HU 9 3 54 7 MT 5 47 3 NL 2 8 45 27 AT 7 4 62 27 PL 73 26 PT 66 33 RO 73 8 9 SI 5 6 29 6 SK 48 39 3 FI 8 8 37 27 SE 2 2 66 2 UK 5 39 T8

Qb_ Quelle est la somme totale que vous avez dépensée, dont les frais liés à la procédure elle-même, les frais de déplacement, les frais d avocat, la dernière fois que vous avez eu recours à un tribunal pour un problème avec une entreprise située hors de (NOTRE PAYS)? Qb_ What was the total amount of money you spent, including fees for the procedure itself, travel expenses, costs of a lawyer, the last time you used a court for a problem with a business located outside (OUR COUNTRY)? euro - euros - euros euros ou plus REFUS NSP euros or more REFUSAL DK EU 27 BE BG 3 5 7 42 8 37 22 4 6 2 37 37 47 CZ 9 6 DK 27 2 22 6 3 DE 23 25 9 42 EE IE 29 7 EL 2 4 2 7 ES 36 9 2 3 39 FR 9 33 7 4 IT 6 4 26 27 CY 2 97 LV 4 5 6 84 LT 2 4 7 48 LU 35 38 2 7 HU 3 37 9 4 37 MT 4 6 5 NL 6 23 35 36 AT 6 24 2 5 44 PL 26 26 27 2 PT 22 2 2 74 RO 2 2 76 SI 7 23 2 9 49 SK 3 2 4 3 58 FI 8 5 3 67 5 2 SE 4 42 44 T9

Qb_T Quelle est la somme totale que vous avez dépensée, dont les frais liés à la procédure elle-même, les frais de déplacement, les frais d avocat, la dernière fois que vous avez eu recours à un tribunal pour un problème avec une entreprise située hors de (NOTRE PAYS)? Qb_T What was the total amount of money you spent, including fees for the procedure itself, travel expenses, costs of a lawyer, the last time you used a court for a problem with a business located outside (OUR COUNTRY)? - euros - euros euros ou plus euros or more EU 27 BE BG 38 2 92 39 6 23 37 8 CZ 33 34 33 DK 39 3 3 DE 4 43 6 IE 3 97 EL 3 53 44 ES 8 8 FR 66 9 5 IT 3 87 LV 45 55 LT 44 56 LU 38 4 2 HU 66 34 MT 6 67 7 NL 4 6 AT 2 52 46 PL 49 5 PT 86 8 6 SI 4 55 4 SK 75 3 2 FI 7 4 89 T

Qb_TT Quelle est la somme totale que vous avez dépensée, dont les frais liés à la procédure elle-même, les frais de déplacement, les frais d avocat, la dernière fois que vous avez eu recours à un tribunal pour un problème avec une entreprise située hors de (NOTRE PAYS)? Qb_TT What was the total amount of money you spent, including fees for the procedure itself, travel expenses, costs of a lawyer, the last time you used a court for a problem with a business located outside (OUR COUNTRY)? euro - euros - euros euros ou plus euros or more EU 27 9 3 32 8 BE 4 2 59 35 BG 83 7 CZ 28 24 24 24 DK 3 34 26 27 DE 2 4 43 5 IE 3 97 EL 7 3 49 4 ES 6 33 3 4 FR 5 56 6 3 IT 2 3 85 LV 25 34 4 LT 4 26 34 LU 38 4 2 HU 6 62 32 MT 82 3 2 3 NL 36 54 AT 2 2 46 4 PL 33 33 34 PT 86 8 6 SI 4 55 4 SK 32 5 9 8 FI 9 6 4 8 T

Qa_2 Quelle est la somme totale que vous avez dépensée, dont les frais liés à la procédure elle-même, les frais de déplacement, les frais d avocat, la dernière fois que vous avez eu recours à un MARC qui a débouché sur une décision contraignante (comme un arbitrage) pour un problème avec une entreprise située en (NOTRE PAYS)? Qa_2 What was the total amount of money you spent, including fees for the procedure itself, travel expenses, costs of a lawyer, the last time you used an ADR scheme that resulted in a binding decision (e.g. arbitration) for a problem with a business located in (OUR COUNTRY)? euro - euros - euros euros ou plus REFUS NSP euros or more REFUSAL DK EU 27 BE BG 5 2 2 24 22 3 22 22 42 57 5 CZ 37 5 47 DK 39 34 4 2 DE 7 7 25 7 53 EE 75 2 5 IE 43 2 8 26 EL 37 7 2 25 ES 24 29 7 3 FR 2 64 2 2 3 IT 4 9 7 2 47 CY 69 5 5 2 LV 58 29 2 LT 9 37 4 4 HU 22 2 3 72 MT 29 7 NL 7 2 29 2 4 AT 9 9 36 46 PL 8 6 PT 2 4 8 86 RO 2 59 5 2 32 SI 8 3 9 79 SK 3 3 42 4 38 FI 52 4 8 4 2 SE 7 3 2 32 UK 4 3 3 9 T2

Qa_2T Quelle est la somme totale que vous avez dépensée, dont les frais liés à la procédure elle-même, les frais de déplacement, les frais d avocat, la dernière fois que vous avez eu recours à un MARC qui a débouché sur une décision contraignante (comme un arbitrage) pour un problème avec une entreprise située en (NOTRE PAYS)? Qa_2T What was the total amount of money you spent, including fees for the procedure itself, travel expenses, costs of a lawyer, the last time you used an ADR scheme that resulted in a binding decision (e.g. arbitration) for a problem with a business located in (OUR COUNTRY)? - euros - euros euros ou plus euros or more EU 27 BE BG CZ DK DE IE EL ES FR IT CY LV LT HU NL AT PL PT RO SI SK FI SE 39 42 9 5 5 49 6 45 7 27 3 45 39 6 8 64 8 2 77 3 49 23 28 64 36 2 95 3 27 38 35 86 7 7 9 9 9 23 54 23 2 8 63 37 3 7 9 7 3 64 36 23 7 6 62 6 22 25 45 3 T3

Qa_2TT Quelle est la somme totale que vous avez dépensée, dont les frais liés à la procédure elle-même, les frais de déplacement, les frais d avocat, la dernière fois que vous avez eu recours à un MARC qui a débouché sur une décision contraignante (comme un arbitrage) pour un problème avec une entreprise située en (NOTRE PAYS)? Qa_2TT What was the total amount of money you spent, including fees for the procedure itself, travel expenses, costs of a lawyer, the last time you used an ADR scheme that resulted in a binding decision (e.g. arbitration) for a problem with a business located in (OUR COUNTRY)? euro - euros - euros euros ou plus euros or more EU 27 9 35 39 7 BE 5 5 BG 2 48 6 44 CZ 7 27 3 DK 44 39 6 DE 5 5 55 5 EE 79 2 IE 2 77 3 EL 49 23 28 ES 35 42 23 FR 2 95 3 IT 2 27 37 34 CY 86 7 7 LV 66 34 LT 33 6 6 HU 2 89 9 NL 2 2 48 2 AT 7 7 66 PL 28 45 27 PT 3 26 6 RO 3 88 7 2 SI 68 2 SK 6 2 67 6 FI 62 6 22 SE 25 45 3 T4

Qb_2 Quelle est la somme totale que vous avez dépensée, dont les frais liés à la procédure elle-même, les frais de déplacement, les frais d avocat, la dernière fois que vous avez eu recours à un MARC qui a débouché sur une décision contraignante (comme un arbitrage) pour un problème avec une entreprise située hors de (NOTRE PAYS)? Qb_2 What was the total amount of money you spent, including fees for the procedure itself, travel expenses, costs of a lawyer, the last time you used an ADR scheme that resulted in a binding decision (e.g. arbitration) for a problem with a business located outside (OUR COUNTRY)? euro - euros - euros euros ou plus REFUS NSP euros or more REFUSAL DK EU 27 25 3 3 47 BE 73 27 BG 7 86 3 4 CZ 27 28 44 DK 3 2 27 38 DE 3 3 84 EE IE 44 46 EL 9 9 ES 29 43 28 FR 22 45 IT 8 92 CY 25 75 LV 4 4 92 LT LU 6 83 HU 3 9 78 NL 3 7 3 3 AT 2 5 8 3 PL 8 8 3 8 SI 73 6 SK 28 5 FI 49 5 36 T5

Qb_2T Quelle est la somme totale que vous avez dépensée, dont les frais liés à la procédure elle-même, les frais de déplacement, les frais d avocat, la dernière fois que vous avez eu recours à un MARC qui a débouché sur une décision contraignante (comme un arbitrage) pour un problème avec une entreprise située hors de (NOTRE PAYS)? Qb_2T What was the total amount of money you spent, including fees for the procedure itself, travel expenses, costs of a lawyer, the last time you used an ADR scheme that resulted in a binding decision (e.g. arbitration) for a problem with a business located outside (OUR COUNTRY)? - euros - euros euros ou plus euros or more EU 27 BE BG 52 96 26 4 22 CZ 49 5 DK 35 9 46 IE ES 4 6 NL 85 4 AT 3 6 9 PL 9 9 SI SK 56 22 22 FI T6

Qb_2TT Quelle est la somme totale que vous avez dépensée, dont les frais liés à la procédure elle-même, les frais de déplacement, les frais d avocat, la dernière fois que vous avez eu recours à un MARC qui a débouché sur une décision contraignante (comme un arbitrage) pour un problème avec une entreprise située hors de (NOTRE PAYS)? Qb_2TT What was the total amount of money you spent, including fees for the procedure itself, travel expenses, costs of a lawyer, the last time you used an ADR scheme that resulted in a binding decision (e.g. arbitration) for a problem with a business located outside (OUR COUNTRY)? euro - euros - euros euros ou plus euros or more EU 27 2 5 26 22 BE BG 7 89 4 CZ 2 48 5 DK 6 33 7 44 IE ES 4 6 NL 4 8 4 AT 3 6 9 PL 9 9 SI SK 56 22 22 FI T7

Qa_3 Quelle est la somme totale que vous avez dépensée, dont les frais liés à la procédure elle-même, les frais de déplacement, les frais d avocat, la dernière fois que vous avez eu recours à un MARC ayant pour objectif un accord amiable (comme une médiation) pour un problème avec une entreprise située en (NOTRE PAYS)? Qa_3 What was the total amount of money you spent, including fees for the procedure itself, travel expenses, costs of a lawyer, the last time you used an ADR scheme that aimed for an amicable agreement (e.g. mediation) for a problem with a business located in (OUR COUNTRY)? euro - euros - euros euros ou plus REFUS NSP euros or more REFUSAL DK EU 27 BE BG CZ DK DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK 8 33 7 3 2 37 8 8 6 67 2 7 8 54 2 4 6 4 7 44 2 9 5 4 6 6 38 9 4 37 45 4 4 3 29 9 49 3 56 22 58 7 2 4 3 2 3 42 56 9 35 8 7 3 52 34 8 57 2 3 2 93 25 25 3 37 84 3 3 2 29 4 7 34 2 27 8 4 7 35 9 7 54 56 6 37 29 7 3 5 9 2 4 4 52 5 57 2 4 3 6 24 35 24 2 2 6 72 T8

Qa_3T Quelle est la somme totale que vous avez dépensée, dont les frais liés à la procédure elle-même, les frais de déplacement, les frais d avocat, la dernière fois que vous avez eu recours à un MARC ayant pour objectif un accord amiable (comme une médiation) pour un problème avec une entreprise située en (NOTRE PAYS)? Qa_3T What was the total amount of money you spent, including fees for the procedure itself, travel expenses, costs of a lawyer, the last time you used an ADR scheme that aimed for an amicable agreement (e.g. mediation) for a problem with a business located in (OUR COUNTRY)? - euros - euros euros ou plus euros or more EU 27 BE BG CZ DK DE EE IE EL ES FR IT CY LV LT HU NL AT PL PT RO SI SK FI SE UK 62 33 5 73 25 2 53 45 2 72 28 59 28 3 29 4 3 56 42 2 45 55 77 22 7 27 2 88 2 6 39 86 4 56 44 8 2 65 35 4 59 24 46 3 7 29 52 47 9 9 62 2 7 6 4 69 26 5 4 58 2 7 7 22 T9

Qa_3TT Quelle est la somme totale que vous avez dépensée, dont les frais liés à la procédure elle-même, les frais de déplacement, les frais d avocat, la dernière fois que vous avez eu recours à un MARC ayant pour objectif un accord amiable (comme une médiation) pour un problème avec une entreprise située en (NOTRE PAYS)? Qa_3TT What was the total amount of money you spent, including fees for the procedure itself, travel expenses, costs of a lawyer, the last time you used an ADR scheme that aimed for an amicable agreement (e.g. mediation) for a problem with a business located in (OUR COUNTRY)? euro - euros - euros euros ou plus euros or more EU 27 2 55 28 5 BE 25 55 8 2 BG 2 52 44 2 CZ 3 7 27 DK 8 54 26 2 DE 2 29 4 29 EE 65 9 5 IE 45 55 EL 26 57 6 ES 2 69 27 2 FR 25 66 7 2 IT 8 56 36 CY 86 4 LV 37 35 28 LT 2 79 9 HU 4 39 2 MT 93 3 4 NL 8 33 49 AT 24 46 3 PL 2 62 26 PT 22 4 37 RO 9 9 SI 62 2 6 SK 2 48 32 FI 6 58 22 4 SE 2 32 46 2 UK 7 7 22 T2

Qb_3 Quelle est la somme totale que vous avez dépensée, dont les frais liés à la procédure elle-même, les frais de déplacement, les frais d avocat, la dernière fois que vous avez eu recours à un MARC ayant pour objectif un accord amiable (comme une médiation) pour un problème avec une entreprise située hors de (NOTRE PAYS)? Qb_3 What was the total amount of money you spent, including fees for the procedure itself, travel expenses, costs of a lawyer, the last time you used an ADR scheme that aimed for an amicable agreement (e.g. mediation) for a problem with a business located outside (OUR COUNTRY)? euro - euros - euros euros ou plus REFUS NSP euros or more REFUSAL DK EU 27 BE BG CZ DK DE EE IE EL ES FR IT LV LT LU HU NL AT PL PT SI SK FI SE 5 29 7 38 3 4 7 76 23 23 54 22 56 8 32 2 22 5 28 33 8 7 24 2 36 8 44 64 23 3 25 3 2 7 7 7 86 66 2 2 8 2 24 2 72 46 5 49 3 53 44 5 6 78 5 2 37 2 39 5 54 6 36 47 7 7 7 2 4 34 66 3 3 2 2 7 9 2 3 5 52 3 5 46 3 33 29 4 57 T2

Qb_3T Quelle est la somme totale que vous avez dépensée, dont les frais liés à la procédure elle-même, les frais de déplacement, les frais d avocat, la dernière fois que vous avez eu recours à un MARC ayant pour objectif un accord amiable (comme une médiation) pour un problème avec une entreprise située hors de (NOTRE PAYS)? Qb_3T What was the total amount of money you spent, including fees for the procedure itself, travel expenses, costs of a lawyer, the last time you used an ADR scheme that aimed for an amicable agreement (e.g. mediation) for a problem with a business located outside (OUR COUNTRY)? - euros - euros euros ou plus euros or more EU 27 BE BG 62 2 5 23 6 5 5 27 DK 48 8 34 DE 68 8 4 EE 66 34 IE FR 84 3 3 IT 94 6 LT LU 23 72 5 HU 97 3 NL 9 AT 3 68 2 PL 5 5 PT SI 5 49 SK 74 6 FI 9 86 5 T22

Qb_3TT Quelle est la somme totale que vous avez dépensée, dont les frais liés à la procédure elle-même, les frais de déplacement, les frais d avocat, la dernière fois que vous avez eu recours à un MARC ayant pour objectif un accord amiable (comme une médiation) pour un problème avec une entreprise située hors de (NOTRE PAYS)? Qb_3TT What was the total amount of money you spent, including fees for the procedure itself, travel expenses, costs of a lawyer, the last time you used an ADR scheme that aimed for an amicable agreement (e.g. mediation) for a problem with a business located outside (OUR COUNTRY)? euro - euros - euros euros ou plus euros or more EU 27 25 47 7 BE 2 6 27 BG 5 5 DK 2 38 4 27 DE 37 43 9 EE 3 64 33 IE 74 26 EL 86 8 6 FR 2 74 2 2 IT 6 88 6 LV 9 LT 6 94 LU 23 72 5 HU 7 8 3 NL 5 85 AT 3 68 2 PL 84 8 8 PT SI 2 45 43 SK 4 44 6 FI 2 7 69 4 T23

Q. Pour régler de futurs litiges avec d autres entreprises, envisageriez-vous ou non d utiliser...? Un tribunal Q. To resolve future disputes with other businesses, would you consider using...? A court Oui, certainement Oui, probablemen t Probablemen t pas Certainement pas NSP/SR Total 'Oui' Total 'Non' Yes, definitely Probably, yes Probably, not Certainly not DK/NA Total 'Yes' Total 'No' EU 27 22 34 3 9 5 56 39 BE 25 3 26 2 6 56 38 BG 23 29 2 28 8 52 4 CZ 24 39 22 9 6 63 3 DK 37 42 7 3 48 49 DE 4 33 2 4 2 73 25 EE 8 22 22 23 25 3 45 IE 24 28 28 2 8 52 4 EL 23 39 24 2 2 62 36 ES 5 26 4 8 4 5 FR 7 29 47 6 36 63 IT 29 36 22 9 4 65 3 CY 26 37 5 9 3 63 24 LV 4 3 8 5 42 LT 3 37 5 3 5 67 28 LU 7 23 34 8 8 4 52 HU 23 36 4 2 7 59 34 MT 3 9 57 5 6 22 72 NL 2 33 39 6 54 45 AT 42 3 8 72 28 PL 23 36 23 7 59 3 PT 33 26 2 5 6 59 35 RO 32 34 5 8 66 26 SI 27 37 3 9 4 64 32 SK 9 4 9 7 5 59 36 FI 5 47 38 62 38 SE 28 37 23 8 4 65 3 UK 8 36 37 2 7 54 39 T24

Q.2 Pour régler de futurs litiges avec d autres entreprises, envisageriez-vous ou non d utiliser...? Un MARC débouchant sur une décision contraignante (comme un arbitrage) Q.2 To resolve future disputes with other businesses, would you consider using...? An ADR scheme that results in a binding decision (e.g. arbitration) Oui, certainement Oui, probablemen t Probablemen t pas Certainement pas NSP/SR Total 'Oui' Total 'Non' Yes, definitely Probably, yes Probably, not Certainly not DK/NA Total 'Yes' Total 'No' EU 27 43 24 3 9 54 37 BE 4 35 38 9 4 39 57 BG 7 33 23 9 8 5 42 CZ 42 2 3 3 53 34 DK 9 45 3 9 7 54 39 DE 22 49 8 8 3 7 26 EE 4 2 23 22 3 24 45 IE 2 46 2 5 9 66 25 EL 6 44 5 8 7 6 33 ES 6 42 27 5 48 37 FR 2 44 32 7 5 46 49 IT 6 4 8 5 56 33 CY 36 9 4 4 46 3 LV 36 39 3 37 52 LT 7 35 28 23 7 42 5 LU 35 2 24 45 44 HU 9 4 7 22 6 39 MT 68 7 8 6 69 25 NL 9 3 4 3 6 4 54 AT 2 49 6 4 7 26 PL 8 5 2 2 9 58 33 PT 8 56 7 6 3 74 23 RO 4 56 7 9 4 7 26 SI 5 33 2 9 2 48 4 SK 9 36 27 5 3 45 42 FI 8 49 4 2 57 43 SE 5 27 25 8 5 42 43 UK 5 48 26 9 2 53 35 T25

Q.3 Pour régler de futurs litiges avec d autres entreprises, envisageriez-vous ou non d utiliser...? Un MARC ayant pour objectif un accord amiable (comme une médiation) Q.3 To resolve future disputes with other businesses, would you consider using...? An ADR scheme that aims for an amicable agreement (e.g. mediation) Oui, certainement Oui, probablemen t Probablemen t pas Certainement pas NSP/SR Total 'Oui' Total 'Non' Yes, definitely Probably, yes Probably, not Certainly not DK/NA Total 'Yes' Total 'No' EU 27 9 44 2 7 63 3 BE 2 34 27 5 3 55 42 BG 24 34 26 6 58 36 CZ 2 4 24 4 9 53 38 DK 4 46 24 8 8 6 32 DE 28 44 9 8 72 27 EE 26 2 3 3 28 46 26 IE 25 5 7 6 76 8 EL 2 48 5 5 69 26 ES 46 24 2 8 56 36 FR 7 5 5 3 4 68 28 IT 28 4 5 8 8 69 23 CY 3 39 6 4 52 7 LV 4 43 24 6 3 47 4 LT 2 36 25 23 4 48 48 LU 34 5 27 4 44 42 HU 35 42 3 8 2 77 2 MT 7 67 2 8 6 74 2 NL 2 3 36 6 5 43 52 AT 8 44 9 5 4 62 34 PL 3 44 2 2 57 3 PT 3 53 5 4 8 83 9 RO 24 54 9 9 4 78 8 SI 22 4 4 6 8 62 3 SK 6 46 5 2 62 27 FI 22 6 8 82 8 SE 9 38 22 57 32 UK 49 24 2 5 59 36 T26

Q2 Sous quelle forme seriez-vous prêt à payer pour des services MARC (comme la médiation, l arbitrage)? Q2 How would you be willing to pay for ADR services (e.g. mediation, arbitration)? Par le biais Au moyen de d organisations frais payés professionnelles directement par ou de les parties au chambres de litige commerce D une autre manière Vous n êtes pas disposé à payer pour des services MARC NSP/SR Total 'Prêt à payer' Through fees paid directly by the parties to the dispute Through trade organizations or chambers of commerce In another way You are not willing to pay for ADR services DK/NA Total 'Willing to pay' EU 27 BE BG CZ DK DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK 4 2 8 7 5 68 26 4 42 7 4 48 3 9 6 4 7 6 2 3 23 66 53 8 7 2 68 5 5 7 7 73 2 7 25 46 29 48 6 4 23 9 58 37 6 2 4 3 73 38 7 7 9 9 62 9 35 5 3 59 34 33 5 7 72 4 5 2 5 29 34 4 5 2 27 53 3 5 3 23 46 24 46 3 9 8 83 3 22 7 2 63 42 9 24 4 75 62 2 9 6 83 43 33 9 5 85 37 7 2 9 5 66 45 3 29 2 59 48 4 22 5 74 34 3 9 5 76 5 5 5 8 2 7 47 2 9 9 4 77 36 9 7 26 2 62 29 4 7 27 23 5 T27

Q3 Lors du recours à un Mode Alternatif de Résolution des Conflits (MARC), que considéreriez ou considérezvous comme les trois points les plus importants? Cette procédure devrait... (TROIS REPONSES POSSIBLES) Q3 When using an Alternative Dispute Resolution (ADR) scheme, what would you or do you consider as the three most important aspects? This procedure should be (THREE POSSIBLE ANSWERS) Etre simple et facile à comprendre Se dérouler en ligne Etre bon marché Permettre de déboucher rapidement sur une solution Etre menée par un arbitre ou médiateur expérimenté Etre menée par un arbitre ou médiateur ayant des connaissance s et une expérience dans le domaine concerné par Etre menée en (NOTRE LANGUE) Simple and easy to understand online Cheap Quick to reach a solution Conducted by an experienced arbitrator or mediator Conducted by an arbitrator or mediator who has knowledge and experience in the field of your dispute Working in (OUR LANGUAGE) EU 27 BE BG CZ DK DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE 3 6 34 5 9 35 7 44 37 62 8 27 34 28 27 36 8 3 3 36 3 34 67 29 2 24 5 26 5 4 4 8 34 6 33 55 6 4 32 4 4 27 29 2 7 35 29 3 3 29 5 3 7 33 7 24 29 2 32 5 48 48 7 4 3 49 6 33 49 28 43 5 8 6 34 55 24 28 32 4 24 4 4 2 37 8 28 4 8 3 8 3 2 29 32 24 8 28 6 35 7 52 2 44 3 35 55 2 24 26 33 6 4 38 4 62 7 24 8 29 48 9 36 2 2 9 29 42 2 4 2 38 6 26 47 9 2 4 3 36 49 9 38 39 3 35 58 2 25 25 45 7 32 43 8 9 4 9 43 43 22 29 2 26 24 48 2 4 8 26 6 37 42 2 28 6 UK 32 2 3 35 5 59 24 T28

Q3 Lors du recours à un Mode Alternatif de Résolution des Conflits (MARC), que considéreriez ou considérez-vous comme les trois points les plus importants? Cette procédure devrait... (TROIS REPONSES POSSIBLES) Q3 When using an Alternative Dispute Resolution (ADR) scheme, what would you or do you consider as the three most important aspects? This procedure should be (THREE POSSIBLE ANSWERS) Déboucher sur une décision contraignante pour les parties Autre (NE PAS LIRE) Aucun (NE PAS LIRE) NSP/SR Leading to a binding decision for the parties Other (DO NOT READ OUT) None (DO NOT READ OUT) DK/NA EU 27 25 4 BE 8 3 BG 4 6 2 CZ 34 2 6 DK 29 3 8 DE 38 EE 5 5 2 IE 6 8 EL 34 2 ES 9 2 FR 3 4 IT 25 3 CY 2 35 LV 22 2 LT 9 4 LU 23 HU 2 2 5 MT 23 8 NL 23 2 3 AT 33 6 5 PL 35 3 3 PT 23 6 6 RO 29 6 SI 3 4 7 6 SK 3 2 4 FI 37 5 4 SE 25 7 3 UK 27 6 T29

Q4 Quels modes privilégieriez-vous pour recevoir des informations sur les MARC? (PLUSIEURS REPONSES POSSIBLES) Q4 What would be your preferred ways to receive information about ADR? (MULTIPLE ANSWERS POSSIBLE) Autres entreprises (bouche à oreille) Publicité dans les journaux, à la télévision ou à la radio Internet Informations par le biais Articles dans d'organisatio les ns journaux/ma professionnell gazines/sites es (lettre Internet d'information par exemple) Autre (NE PAS LIRE) Aucun (NE PAS LIRE) NSP/SR Other businesses (word of mouth) Advertisemen t in a newspaper, on television or on the radio The Internet Information through trade organizations (e.g. newsletter) Articles in newspapers/ magazines/i nternet sites Other (DO NOT READ OUT) None (DO NOT READ OUT) DK/NA EU 27 2 4 6 4 24 3 3 3 BE 25 6 7 49 48 2 BG 24 68 8 9 2 CZ 7 7 7 7 6 3 8 2 DK 23 6 5 39 2 4 3 DE 24 57 53 37 2 4 EE 2 6 5 8 3 2 IE 9 27 58 26 9 5 EL 8 3 8 34 3 2 ES 6 2 6 8 2 2 3 FR 4 25 49 72 35 3 IT 3 8 57 55 3 4 CY 2 6 6 53 22 7 6 LV 38 78 26 43 2 5 2 LT 9 75 7 5 3 3 LU 2 2 5 45 3 HU 4 9 62 23 5 2 9 2 MT 4 25 57 26 3 6 NL 2 2 6 29 9 4 7 AT 4 57 55 32 6 4 PL 8 74 2 5 2 PT 5 36 66 56 44 3 4 RO 8 3 75 9 9 4 3 SI 5 3 75 6 3 2 6 3 SK 53 26 76 32 46 3 5 FI 47 2 72 47 46 2 4 SE 9 5 29 23 5 2 7 UK 46 27 6 47 53 8 4 2 T3