Special Eurobarometer 398 INTERNAL MARKET REPORT

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

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

TABLE OF CONTENTS INTRODUCTION... 4 EXECUTIVE SUMMARY... 6 I. CROSS BORDER ONLINE SHOPPING... 8 1. Experience and frequency of online shopping... 8 1.1. Experience of online shopping... 8 1.2. Frequency of online shopping... 12 1.3. Tools for shopping online... 14 1.4. Digital purchases... 16 1.5. Physical online purchases... 20 2. Problems with shopping online... 24 2.1. Problems experienced with online shopping... 24 2.2. Other issues with cross border online shopping... 27 3. Barriers to online shopping... 30 3.1. Reasons for not shopping online... 30 3.2. Improvements to the delivery process... 36 4. Consumer confidence... 40 4.1. Assessing trustworthiness of online retailers... 40 4.2. Lack of trust in online retailers... 43 4.3. Reasons for lack of trust in online retailers... 46 II. FREE MOVEMENT OF WORKERS AND REGULATED PROFESSIONALS... 50 1. Cross border working... 50 1.1 Experience of working in another Member State... 50 1.2 Whether people would consider working in another Member State... 53 1.3 Reasons why people would consider working abroad... 56 1.4 Reasons why people would not consider working abroad... 60 2

2. Regulated professions... 64 2.1 Medical professionals... 64 2.2 Professionals like accountants, architects, lawyers or tax advisors... 68 2.3 Hairdressers... 71 2.4 Professionals like plumbers, builders or electricians... 75 2.5 Attitudes towards traineeships and qualifications... 79 III. FINANCIAL CRISIS... 82 1. How informed people feel about thecauses of the current crisis... 82 2. The level of confidence... 85 3. Attitudes to the banking sector... 90 3.1 Restriction on deposits... 90 3.2 Measures to restrict deposits... 93 3.3 Importance of security... 98 CONCLUSIONS... 101 Cross border online shopping... 101 Free movement of workers and regulated professionals... 102 Financial crisis... 103 ANNEXES Technical specifications Questionnaire Tables 3

INTRODUCTION The Internal Market 1 is a cornerstone of the European Union. First introduced in 1993, its purpose was to break down barriers between individual Member States and, in doing so, to create four freedoms across the EU: the free movement of people; the free movement of capital; the free movement of goods; and the freedom to provide services. Through these freedoms, the EU has been able to further integration, to deliver economies of scale, and to improve the opportunities available to European citizens. By the EU s own admission, the Internal Market remains an ongoing project. While many barriers to integration have been removed since 1993, some obstacles still remain, especially in the provision of services. The barriers remain higher in some Member States than in others. By assessing public perceptions of these outstanding obstacles, this survey aims to contribute to their eventual removal. The main objectives of this study are to examine experiences of and attitudes towards cross border online shopping; experience of cross-border work; attitudes towards regulated professions; and attitudes towards the financial crisis. Where possible, the results of this survey are compared with those of a 2011 Special Eurobarometer study of the Internal Market, to help highlight possible trends in experiences and attitudes. However, this previous survey was different in terms of the issues covered and the individual questions; comparisons are therefore restricted to a small number of questions. This survey was carried out by TNS Opinion & Social network in the 27 Member States of the European Union, as well as in Croatia, between 26 April and 14 May, 2013. In total, 27,563 respondents from different social and demographic groups were interviewed faceto-face at home in their mother tongue on behalf of the European Commission. The methodology used is that of Eurobarometer surveys as carried out by the Directorate- General for Communication ( Research and Speechwriting Unit) 2.. A technical note on the manner in which interviews were conducted by the Institutes within the TNS Opinion & Social network is appended as an annex to this report. Also included are the interview methods and confidence intervals 3. 1 Further information on the Internal Market can be found at http://ec.europa.eu/internal_market/index_en.htm. 2 http://ec.europa.eu/public_opinion/index_en.htm 3 The results tables are included in the annex. It should be noted that the total of the percentages in the tables of this report may exceed 100% when the respondent has the possibility of giving several answers to the question. 4

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

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

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

I. CROSS BORDER ONLINE SHOPPING The first part of the report examines the experiences and attitudes of EU citizens in relation to cross border online shopping. Specifically, it covers their experience of online shopping, problems they have encountered, barriers to online shopping and their confidence and trust in online retailers. 1. EXPERIENCE AND FREQUENCY OF ONLINE SHOPPING This section examines the prevalence of online shopping among EU citizens, the devices they have used, and the products and services that they have purchased. 1.1. Experience of online shopping - Most online shopping is from sellers located inside citizens own country - Almost half of EU citizens (45%) say they have purchased any products or services online in the last 12 months 4. In most cases, purchases take place inside respondents own country: 40% have made purchases from a seller located in their own country, while 11% have purchased products or services from a seller based in another EU country, and 6% from countries outside the EU. MULTIPLE ANSWERS POSSIBLE All respondents (n=26,563 in EU27) 4 QA1a: During the past 12 months, did you purchase any products or services online from? Possible answers: a seller located in (OUR COUNTRY); a seller located in another EU Member State; a seller located in another country outside the EU; you did not make any online purchases; purchased online but do not know where the seller was located (SPONTANEOUS); don t know. 8

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

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

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

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

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

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

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

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

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

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

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

1.5. Physical online purchases - Clothes or shoes are the most common physical online purchases - The previous question examined digital delivery of online purchases. We now look at online shopping where products are tangible (delivered physically). Again, respondents were asked whether, in the last 12 months, they had purchased any of a list of products online in this way 13. As with the previous question, this was asked to EU citizens who had purchased products or services online in the last 12 months, either from sellers located inside their own country or from those based in other EU countries. EU citizens are most likely to buy clothes or shoes online for physical delivery (48%), followed by electronic equipment (31%). Around one in four have purchased each of the following: CDs or DVDs of music or films (24%), household equipment (23%) and magazines, newspapers, or books (22%). Other types of product, such as groceries (9%) and medicines (7%) are less commonly bought online. It is worth noting that twice as many respondents buy magazines, newspapers or books for physical delivery (22%) than for digital delivery (11% - as seen in the previous section). MULTIPLE ANSWERS POSSIBLE Respondents who purchased products or services online from sellers located in their own country or in another EU Member State (n=11,220 in EU27) 13 QA10: In the last 12 months, have you purchased any of the following products online in (OUR COUNTRY) or in another EU Member State to be delivered to you physically? (SHOW CARD READ OUT ROTATE) Possible answers: CDs or DVDs of music or films; Magazines, newspapers or books; Electronic equipment; Household equipment (e.g. furniture or domestic appliances, etc.); Groceries; Clothes or shoes; Medicines; Other (SPONTANEOUS); None (SPONTANEOUS); don t know. 20

EU15 citizens are more likely than NMS12 citizens to have purchased the following products for physical delivery: CDs or DVDs of music or films (27% compared with 10%), magazines, newspapers or books (24% compared with 10%), groceries (10% compared with 4%) and medicines (8% compared with 3%). Otherwise, the figures are somehow similar for EU15 citizens and those in NMS12 countries. A high proportion of people in the UK have bought the following products for physical delivery: Clothes or shoes (58%), CDs or DVDs of music or films (37%), electronic equipment (37%) and household equipment (33%). The figures in Luxembourg are also high for CDs or DVDs of music or films (36%) and magazines, newspapers or books (43%), while Sweden also has a high proportion who have bought magazines, newspapers or books (44%). The Czech Republic has a high proportion of people who have bought electronic equipment (40%) and household equipment (31%). People in Bulgaria (63%) and Slovakia (63%) are most likely to have bought clothes or shoes online. The lowest figures for physical delivery of online purchases are seen in Cyprus (6% have bought magazines, newspapers or books, 3% CDs or DVDs of music or films, and 8% household equipment) and in Bulgaria (2% have bought CDs or DVDs of music or films, 6% magazines, newspapers or books, and 12% electronic equipment). Figures also tend to be low in Croatia, where 26% have bought clothes or shoes, 20% electronic equipment, 10% household equipment and 8% CDs or DVDs of music or films. 21

MULTIPLE ANSWERS POSSIBLE Respondents who purchased products or services online from sellers located in their own country or in another EU Member State (n=11,220 in EU27) 22

Men are more likely than women to have purchased electronic equipment for physical delivery (41% compared with 21%), whereas women are more likely than men to have bought clothes or shoes (57% compared with 40%) as well as magazine, newspapers or books (25% compared with 19%). Otherwise, figures are similar by gender. The proportions of people who have bought the various products are also similar by age group. The exceptions are household equipment, which is lower for 15 to 24 year olds than older age groups (10% compared with at least 24% in other age groups), and clothes or shoes, which is higher among younger people (56% among 15 to 24 year olds, falling to 34% among those aged 55 or over). Related to this, those in larger households (which are typically younger) are also more likely to buy clothes or shoes online (55% among those with four or more people in the household, compared with 41% of those with one or two person in the household). People who are more highly qualified are more likely to have purchased magazines, newspapers or books (29% of those who left education at the age of 20 or above, compared with 12% of those who left education by the age of 15 or below) and electronic equipment (34% compared with 24%). There are also differences according to position on the social staircase. Those who place themselves at the high end are more likely to have bought magazines, newspapers or books (27% compared with 16% at the low end) and CDs or DVDs of films or music (28% compared with 21%). As was the case for digital delivery (see previous section), people who purchase products and services from other countries, particularly those outside the EU, are more likely to buy the various items for physical delivery. For example, the proportion who purchase electronic equipment is 49% among those who buy online from outside the EU, 43% among those buy from other EU countries, and 32% among those who buy from sellers located inside their own country. People who use the internet every day are more likely to purchase the various products, compared with those that use the internet often or sometimes. The difference is most pronounced for electronic equipment (33% among daily internet users, compared with 18% among those who use the internet often or sometimes). 23

2. PROBLEMS WITH SHOPPING ONLINE This section looks at the problems that EU citizens have encountered when shopping online, and other issues that they have experienced. 2.1. Problems experienced with online shopping - Most problems with online shopping concern product delivery - If respondents had purchased products or services online from sellers located inside their own country, they were asked if they had experienced any problems 14. In total, 39% of EU citizens say that they have experienced problems. The most common problems relate to product delivery, such as: delivery at home when nobody was there (15%), a delay in the delivery (13%), delivery costs that were too high (7%), the lack of a means to track the delivery status (5%), and needing to collect the product from a collection point that was far away (3%). There were also problems with the product itself: 10% say that the product had to be returned, while 4% say that the delivered product was different to the one that was ordered, and 3% say the product was faulty and there were problems with the guarantee. The same question was asked of respondents who had purchased products or services online from sellers located in another EU Member State. A similar proportion (36%) say that they have experienced problems, and the types of problem were similar to those experienced in citizens own countries. Again, these mainly relate to delivery: a delay in the delivery (12%), delivery at home when nobody was there (10%), delivery costs that were too high (8%) and the lack of a means to track the delivery status (5%). Just 4% say that the product had to be returned, lower than the proportion for domestic purchases 15. 14 QA2a/QA2b: When you have purchased products or services online from a seller located in [(OUR COUNTRY)/another EU Member State], have you experienced any of the following problems? Possible answers: A delay in the delivery; Delivery costs higher than stated; Delivery costs are too high; You had to return the product; It was not possible to return the product for reimbursement; The product was not delivered but was still invoiced; The product was returned to the seller but not reimbursed; The package had been lost in the post when returned to the seller; There were no means to track the delivery status; Delivery at home when nobody was there; You needed to collect the package from a collection point far away; The collection point opening hours were not convenient; The delivered product was different from the one you ordered; The delivered product was faulty and there were problems with the guarantee; Other (SPONTANEOUS); None (SPONTANEOUS); don t know. 15 Focusing only on the respondents who had purchased products or services online from sellers located in their own country AND in another EU Member State (n=2,353 respondents) shows a very similar picture in terms of the problems encountered. The most common problems relate again to product delivery, such as: delivery at home when nobody was there (21% from a local seller vs. 10% from a seller located in another EU Member State), a delay in the delivery (19% vs. 13%), delivery costs that were too high (11% vs. 9%) and the lack of means to track the delivery status (9% vs.5%). 24

MULTIPLE ANSWERS POSSIBLE Respondents who have purchased products or services online from sellers located in their own country (n=10,756) or in another EU Member State (n=2,816) (EU27) People in EU15 countries (6,821 respondents) are more likely to say they have experienced problems with online shopping from sellers located inside their own country, compared with those in NMS12 countries (2,977 respondents) (40% compared with 33%). Specifically, they are more likely to have had problems with nobody being at home to take the delivery (16% compared with 6%) and having to return the product (11% compared with 5%). Caution should be used when interpreting the results for individual countries, because some of the base sizes are small 16. However, some clear variations can be seen. People in Austria (55%) and the UK (46%) are most likely to experience problems. Specifically, high proportions of people in Austria report a delay in delivery (22%) and a delivery at home when no-one was there (23%), while the figure for a delivery at home when nobody was there is also high in the UK (25%). In addition, a relatively high proportion of people in Croatia (21%) say they experienced delays in delivery, while those in Germany are most likely to say that they had to return the product (15%), and people in Luxembourg are most likely to say that they had to use a collection point that was far away (11%). Problems are least likely to be experienced in Greece (15%), Portugal (15%), Cyprus (20%), Bulgaria (26%) and Estonia (26%). 16 For online shopping from a seller located in the same country, base sizes are less than 100 in Malta (32), Cyprus (35), Luxembourg (50), Croatia (87) and Portugal (90). Countries with a base size of less than 50 (Cyprus and Malta) are excluded from this commentary. 25

The proportion that have had problems with online purchases from other EU countries is similar between EU15 citizens (1,900 respondents) and those in NMS12 countries (474 respondents) (36% compared with 38%). However, those in the EU15 are more likely to say they had problems with nobody being at home to take the delivery (11% compared with 3%). People in Austria are again most likely to report problems (58%), specifically in relation to a delay in the delivery (25%), delivery costs being too high (24%) and a delivery at home when nobody was there (23%). The overall proportion reporting problems is also high in Luxembourg (48%), especially for a delivery at home when nobody was there (24%). In addition, a high proportion of people in Italy say that delivery cost were higher than stated (20%). The lowest figures are in Greece (18%) and Cyprus (19%). Once again, caution should be used when interpreting the results for individual countries, because some of the base sizes are small 17. Socio-demographic variations are the same for domestic online purchases, and for purchases from other EU Member States. Younger people are more likely than older people to experience problems: 41% of 15-24 year olds, falling to 31% of those aged 55 or over in relation to domestic purchases; 40% falling to 29% for purchases from another EU country. This applies in particular to delays in delivery; for example 19% of 15 to 24 year olds have experienced this problem for purchases inside their own country, compared with 8% of those aged 55 or over. Those who are more highly educated are also more likely to experience problems. For purchases inside their own country, 41% of those who left education at the age of 20 or above experienced problems, compared with 32% of those who ended education by the age of 15 or below; the equivalent figures for purchases from other EU countries were 37% (for those finishing education at the age of 20 or above) and 24% (for those ending education by the age of 15 or below). People who use the internet every day (and therefore typically make more online purchases) are more likely to experience problems than those who use the internet less often: 40% compared with 34% for domestic purchases, and 37% compared with 32% for purchases from another EU country. 17 For online shopping from a seller located in another EU country, base sizes are less than 100 in Romania (19), Poland (20), Hungary (32), Portugal (43), Czech Republic (49), Bulgaria (50), Croatia (58), Italy (63), Greece (72), Spain (86) and Lithuania (87). Countries with a base size of less than 50 (Romania, Poland, Hungary, Portugal and Czech Republic) are excluded from this commentary. 26

2.2. Other issues with cross-border online shopping - Other issues with online shopping are more common in some countries (such as Luxembourg and Austria) than in others - All respondents were asked whether they had experienced any issues (from a list of seven) in the previous 12 months, when purchasing a product or service from a seller located in another EU Member State 18. The majority of EU citizens say either that they have not experienced these issues (42%) or that they never buy online (42%). No individual issue has been experienced by more than 3% of EU citizens. MULTIPLE ANSWERS POSSIBLE All respondents (n=26,563 in EU27) 18 QA8: In the last 12 months, have you ever experienced any of the following when you tried to purchase a product or a service online from a seller located in another EU Member State? (SHOW CARD READ OUT ROTATE) Possible answers: You were redirected to a website in (OUR COUNTRY) where the prices were different; The website didn t deliver to (OUR COUNTRY); The website didn t accept the payment methods available in (OUR COUNTRY); You were requested to buy an additional guarantee or pay additional fees; You could not get the extra benefits offered, as for example free cancellation or free delivery; The website was not available in your language; The website content (e.g. film, music) was not available in (OUR COUNTRY) and you were blocked from using it; You never buy online (SPONTANEOUS); None (SPONTANEOUS); don t know. 27

Focusing only on the respondents who said they purchased products or services online from sellers located in another EU Member State, the majority (58%) of them say they have not experienced any of the issues submitted to them. The most common issues experienced are The website didn t deliver to (OUR COUNTRY) (16%); The website was not available in your language (11%) and The website didn t accept the payment methods available in (OUR COUNTRY) (9%). MULTIPLE ANSWERS POSSIBLE Respondents who have purchased products or services online from sellers located in another EU Member State (n=2,816 in EU27) Variations by country mainly reflect the patterns of online shopping reported in section 1.1. However, there are some variations for the individual issues. Most strikingly, 31% of people in Luxembourg say that the website didn t deliver to their country, and this proportion was also high in Malta (18%). A relatively high proportion of people in Luxembourg also say that the website didn t accept the payment methods available in their country (6%), as did those in Netherlands (7%) and Belgium (7%). People in Luxembourg are also most likely to say that the website content was not available and was blocked (6%), and that they could not get the extra benefits offered (8%); on this last issue, relatively high proportions are also seen in Denmark (6%) and Austria (6%). People in Austria are also most likely to say that they were redirected to a website where the prices were different (6%) and that they were requested to buy an additional guarantee or pay additional fees (6%). 28

People in Scandinavian countries are most likely to say that the website was not available in their own language (10% in Sweden, 9% in Denmark, 7% in Finland). It is not possible to identify socio-demographic variations for this question, as the differences are closely linked to the overall prevalence of online shopping (as reported in section 1.1). However, it is possible to examine separately the group of citizens who have purchased products or services from another EU Member State in the last 12 months (2,816 respondents). Among these respondents, the issue most commonly experienced is a website not delivering to their country (16%), while 10% say that the website was not available in their language, and 9% that the website didn t accept the payment methods available in their country. 29

3. BARRIERS TO ONLINE SHOPPING This section focuses on the barriers to online shopping, specifically the reasons why people do not shop online, and improvements to the delivery process that would encourage them to do more online shopping with retailers in other EU countries. 3.1. Reasons for not shopping online - People don t shop online because they don t see a need to, or because they prefer to buy in shops - If respondents had not purchased products or services online from sellers located inside their own country, they were asked for the reasons 19. The two most common reasons are that people prefer to buy in shops (37%) and that they don t need to shop online (33%). In addition, 15% say that they don t know how to buy online, while 10% say it is too complicated. Other reasons relate to concerns about the transaction or internet security. One in seven (14%) say that they don t trust the quality of a product they can t see or touch, while 11% are concerned about the security of online payments and 10% are concerned about giving personal data online. For EU citizens who have not made online purchases from another EU country in the last 12 months, the main reason is that they don t need to (37%), while 22% prefer to buy in shops. Other reasons are similar to those given about domestic online shopping: 9% say that they don t know how to buy online, and 9% say it is too complicated, while 10% say that they don t trust the quality of a product they can t see or touch, and 10% are concerned about the security of online payments 20. 19 QA3a/3b: Why do you not purchase products or services online from sellers located in [(OUR COUNTRY)/another EU Member State]? (SHOW CARD READ OUT ROTATE) Possible answers: You don't need to; You don't know how to buy online; You prefer to buy in shops; You don't trust the quality of a product you can't see or touch; You are concerned that the products you purchase will not be delivered; You are concerned about the security of online payments; You are concerned about giving your personal data online; It is too complicated; Delivery costs are too high; You had a bad experience in the past and you do not want to try it again; You are concerned about returning products or getting reimbursed; You are concerned about guarantees or repairing faulty products; Other (SPONTANEOUS); None (SPONTANEOUS); don t know. 20 When looking specifically at the respondents who do not purchase products or services from sellers located in their country or in other EU Member States, the same pattern emerges. On almost all of the items, the difference between the reasons used to explain why respondents do not shop online in their country or in another EU Member state are only separated by one or two percentage points. However for this sub-group, preferring to purchase goods in shops becomes a more common reason for why respondents do not purchase products in another EU Member State (30% cite this reason compared to 22% when all of the respondents are considered). 30

MULTIPLE ANSWERS POSSIBLE Respondents who have not purchased products or services online from sellers located in their own country (n=15,807) or in another EU Member State (n=23,747) (EU27) Looking first at reasons for not shopping online from sellers located inside respondents own country, people are most likely to say that they prefer to buy in shops in Cyprus (58%), Netherlands (52%) and Slovenia (49%). The proportion that say they don t need to shop online is highest in Lithuania (54%), Spain (45%), Latvia (44%) and Finland (44%). Hungary has the highest figure for not trusting the quality of a product you can t see or touch (26%), while people in France are most concerned about the security of online payments (21%). People in Malta (28%), Portugal (25%), Cyprus (21%) and Czech Republic (21%) are most likely to say they don t know how to buy online. In addition, people in the Czech Republic are most likely to say that they are concerned about products not being delivered (10%) and about returning products or getting reimbursed (14%). 31

MULTIPLE ANSWERS POSSIBLE Respondents who have not purchased products or services online from sellers located in their own country (n=15,807in EU27) 32

Some of the country variations are the same in relation to online shopping from another EU Member State as they are for domestic online shopping. Specifically, those in Cyprus are most likely to say they prefer shops (45%), while high proportions of people in Lithuania (56%) and Finland (51%) say they don t need to shop online; this is also high in Denmark (52%). Concerns about the security of online payments are again strongest in France, along with Austria, Sweden and Slovenia (16% in each case). Mistrust of product quality is strongest in Cyprus (27%). People are most likely to be concerned about products not being delivered in Cyprus (13%), Austria (12%) and Germany (11%), while those in Germany (14%) and Austria (13%) are also concerned about returning products or getting reimbursed, as are those in the Czech Republic (13%) and Slovakia (13%). 33

MULTIPLE ANSWERS POSSIBLE Respondents who have not purchased products or services online from sellers located in another EU Member State (n=23,747 in EU27) 34

We now look at socio-demographic variations for not buying online from domestic sellers. Men are more likely than women to say that they don t need to buy online (35% compared with 31%), whereas women are more likely than men to say that they prefer to buy in shops (40% compared with 34%) or that they don t know how to (17% compared with 12%). People who never use the internet are more likely to say that they don t know how to shop online (24% compared with 10% of those who use the internet often or sometimes and 5% who use it every day). Related to this, the proportion who don t know how to shop online is also higher among two groups who are less likely to use the internet: older people (22% of those aged 55 or over, compared with 4% of those aged 15 to 24) and those who are less highly educated (24% of those who ended education by the age of 15 or below, compared with 8% of those who ended education at the age of 20 or above). A similar pattern can be seen in relation to buying online from other EU countries. People who never use the internet are more likely to say that they don t know how to shop online (21% compared with 7% of those who use the internet often or sometimes and 2% who use it every day). Again, the proportion who don t know how to shop online is also higher among older people (16% of those aged 55 or over, compared with 3% of those aged 15 to 24) and those who are more highly educated (4% of those who ended education at the age of 20 or above, compared with 20% of those who ended education by the age of 15 or below). In addition, younger people are more likely than older people to say that the delivery costs are too high when buying online from another EU country (12% of 15 to 24 year olds, compared with 3% of those aged 55 or over). 35

3.2. Improvements to the delivery process - Cheaper delivery prices are the main improvement that would encourage more online shopping from other EU countries Given that problems with online shopping mostly relate to delivery (see section 2.1), it is to examine the potential impact of possible improvements to the delivery process. All respondents were asked which, if any, of a number of improvements to the delivery process would make them more likely to purchase online from sellers located in another EU Member State 21. The most popular improvement would be cheaper prices than now for deliveries from abroad (19%). Around one in ten say that each of the following improvements would encourage them to buy online from another EU country: being able to track the product s location or status at any time (11%), an easier return process than now (11%) and being able to know the time and day that the products will be delivered (10%). In total, 42% of EU citizens say that no improvements would make a difference as they would never buy online from abroad, while 11% say that no improvements are needed as the delivery service is already fine. MULTIPLE ANSWERS POSSIBLE All respondents (n=26,563 in EU27) 21 QA4: Which, if any, of the following improvements to the delivery process would make you more likely to purchase online from sellers located in another EU Member State? (SHOW CARD READ OUT ROTATE) Possible answers: Being able to know the time and day the products will be delivered; Being able to track the product's location or status at any time; Cheaper prices than now for deliveries from abroad; An easier return process than now; More convenient delivery options that do not require home delivery; Other (SPONTANEOUS); None, the delivery service is fine (SPONTANEOUS); None, you would never purchase online from abroad (SPONTANEOUS); don t know. 36

People in Slovakia (29%), Malta (28%), Czech Republic (27%) and Austria (27%) are most likely to say that cheaper prices for deliveries would encourage them to purchase online form sellers located in another EU Member State. The proportion who say that being able to track the product s location and status would help is highest in France (21%), while those in Denmark (20%) and Czech Republic (19%) are most likely to want an easier return process. People in Luxembourg (23%) are most likely to say that being able to know the time and day of delivery would encourage them. The view that no improvements are needed as the delivery process is fine is most prevalent in Ireland (25%) and Finland (21%), while those in Portugal (74%), Hungary (67%) and Greece (62%) are most likely to say that they would never buy online from abroad. 37

MULTIPLE ANSWERS POSSIBLE All respondents (n=26,563 in EU27) 38

Socio-demographic variations are linked to frequency of internet use. All of the various improvements are chosen more frequently by people who use the internet every day than by those who use the internet less often or never. The difference is greatest in relation to cheaper prices for deliveries from abroad. While 27% of daily internet users say this would encourage them to purchase online from other EU countries, this falls to 15% among those who use the internet often or sometimes, and 4% of those who never use the internet. Correspondingly, the proportion who say they would never purchase online from abroad is 25% among daily internet users, but this rises to 49% among those who use it often or sometimes, and 71% of those who never use the internet. Related to this, younger people are more likely than older people to choose the various improvements, and again the difference is most pronounced in relation to cheaper prices for deliveries from abroad (31% of 15 to 24 year olds, falling to 7% of those aged 55 or over). Similarly, those who are more highly educated are more likely to choose the various improvements, in particular cheaper delivery prices (26% of those who left education at the age of 20 or above, compared with 6% of those who ended education by the age of 15 or below). If we look specifically at people who have experienced problems with online shopping, the priorities are the same as for EU citizens as a whole. The most frequent answer is cheaper prices than now for deliveries from abroad (chosen by 42%). Proportions are then similar for three types of improvement: being able to know the time and day that the products will be delivered (27%), being able to track the product s location or status at any time (25%), and an easier return process than now (23%). 39

4. CONSUMER CONFIDENCE This section examines the ways in which EU citizens assess whether websites are trustworthy, and the reasons for lack of trust in online retailers. 4.1. Assessing trustworthiness of online retailers - More than half always stick to the websites of well-known brands - If respondents had purchased products or services online in the last 12 months, either from sellers located inside their own country or in another EU Member State, they were asked what they do to assess whether an online retailer s website is trustworthy 22. More than half (55%) say that they always stick to the websites of well-known brands, while 37% sometimes do this. In addition, 44% say they always check online reviews from other buyers, with 40% sometimes doing this. A similar proportion (41%) always check on the website if the online shop is accredited with a trust mark label or logo; however, 29% say that they never do this. Respondents who have purchased products or services online from sellers located in their own country or in another EU Member State (n=11,220 in EU27) 22 QA5: When you are purchasing products or services online, which of the following do you do to assess if an online retailer's website is trustworthy? 1) You only use the websites of well-known brands. 2) You check on the website if the online shop is accredited with a trust mark label or logo. 3) You check online reviews from other buyers. Possible answers: Always, Sometimes, Never, Don t know. 40

The proportion who say they always use the websites of well-known brands is highest in Luxembourg (73%) and Malta (70%), while the lowest figures are in Denmark (37%), Poland (39%) and Austria (39%). Respondents who have purchased products or services online from sellers located in their own country or in another EU Member State (n=11,220 in EU27) Malta also has a high proportion of people who say they always check online reviews from other buyers (66%). On this issue, Poland has one of the highest figures (62%), along with Italy (56%) and Croatia (54%). People in Finland are least likely to say that they always check online reviews from other buyers (25%). Once again, Austria (31%) and Denmark (31%) also have low figures. Respondents who have purchased products or services online from sellers located in their own country or in another EU Member State (n=11,220 in EU27) 41

Malta again has the highest proportion of people who always check on the website if the online shop is accredited with a trust mark label or logo (65%), followed by Cyprus (62%) and Greece (61%). In Finland, only 16% of people say they always do this, and 64% never do so. Respondents who have purchased products or services online from sellers located in their own country or in another EU Member State (n=11,220 in EU27) Older people (aged 55 or over) are more likely than younger people to say that they always use the websites of well-known brands (62% compared with between 53% and 55% in the other age bands). Women are more likely than men to say this (58% compared with 53%), and the proportion is also high (65%) among single adults with children (most of whom are women). There is also a difference by level of education: those who ended their education earlier are more likely to say they always use the websites of well-known brands (62% of those who ended their education by the age of 15 or before, compared with 53% of those who ended education at the age of 20 or over). Socio-demographic variations are different in relation to checking online reviews from other buyers. Older people (aged 55 or over) are less likely than younger people to always do this (33% compared with between 43% and 49% in the other age groups), and this is linked to internet use: those who use the internet every day are more likely to check online reviews than those who use the internet often or sometimes (45% always compared with 39%). There is a similar pattern in relation to checking trust mark labels or logos, although the differences are smaller. Older people (aged 55 or over) are less likely to always do this (45% compared with between 39% and 41% in other age groups), and daily internet users are more likely to do so (42% compared with 38% of those who use the internet often or sometimes). 42

4.2. Lack of trust in online retailers - 15% have changed their mind about an online purchase because they did not trust the retailer - In total, 15% of EU citizens say that, in the last 12 months, they have considered purchasing products or services online but then changed their mind because they did not trust the online retailer. This mostly occurred with an online retailer located inside their own country (10%) 23. MULTIPLE ANSWERS POSSIBLE All respondents (n=26,563 in EU27) People in Denmark (28%), Ireland (24%) and the UK (21%) are most likely to say they changed their mind about using an online retailer because they did not trust them. The lowest figures are in Portugal (4%), Greece (6%), Bulgaria (7%) and Hungary (8%). To a large extent, these differences reflect levels of internet use and online shopping (e.g. in Denmark, there are high levels of internet use and of online shopping, while in Portugal the levels are low). 23 QA6: In the last 12 months, have you ever considered purchasing products or services online but then changed your mind because you did not trust the online retailer? Possible answers: Yes, an online retailer located in (OUR COUNTRY); Yes, an online retailer located in another EU Member State; Yes, an online retailer located in another country outside the EU; Yes, but you don t know where the retailer was located (SPONTANEOUS); No; Don t know 43

MULTIPLE ANSWERS POSSIBLE All respondents (n=26,563 in EU27) Frequent internet users are more likely to say they have considered purchasing products or services online but then changed their mind (23% of daily internet users, compared with 12% of those who use the internet often or sometimes, and 1% of those who never use the internet). Older people are less likely to have changed their mind in this way (falling from 22% of those aged under 25 to 6% of those aged 55 or over), while those who are more highly educated are more likely to have done this (22% of those who ended education at the age of 20 or above, compared with 4% of those who ended education by the age of 15 or below). 44

As might be expected, there is a link between this type of experience and experience of problems with online shopping. Among those who have had problems when making online purchases (either inside their own country or from another EU country), 39% say that they have also changed their mind about an online retailer. Among EU citizens as a whole, people are more likely to have changed their mind about an online retailer located in their own country than one based in another country. However, this might be because people are more likely to shop online from retailers located inside their own country than from those based abroad. If we analyse the findings according to where people do their online shopping, the figures are very similar. Among those who shop online from retailers located inside their own country, 19% have changed their mind about a retailer based in their country, while 17% of those who shop online from other EU countries have changed their mind about a retailer based in another EU country. Similarly, 18% of those who shop online from countries outside the EU say they have changed their mind about a retailer based outside the EU. 45

4.3. Reasons for lack of trust in online retailers - Negative online reviews and lack of familiarity with the seller are the main reasons for not trusting online retailers - If respondents said that they had changed their mind about an online purchase because they did not trust the retailer (as discussed in the previous section), they were asked why they did not trust them 24. The most common reason was that the reviews from other buyers were negative (34%), while 28% say that they had not heard of the online retailer before, and 19% say that they did not know where the retailer was located. These reasons may indicate that EU citizens can be wary of online retailers with whom they are not familiar, and this reinforces the earlier finding (see section 4.1) that many people choose to stick with the websites of well-known brands. Other reasons relate to lack of information on the website: 18% say that the website did not have a trust mark label or logo, 14% say they website did not have information about the delivery process, and 14% say that the website did not have information about the return process. MULTIPLE ANSWERS POSSIBLE Respondents who said they had changed their mind about an online purchase because they did not trust the retailer (n=4,099 in EU27) 24 QA7: Why did you not trust the online retailer? (SHOWCARD READ OUT) Possible answers: You had not heard of the online retailer before; The website did not have a trust mark label or logo; The reviews from other buyers were negative; The website did not have information about the delivery process; The website did not have information about the return process; You did not know where the retailer was located; You encountered language problems; Other (SPONTANEOUS); Don t know. 46

Because only 15% of respondents answered this question (4,099 respondents), the base sizes for some countries are very small. Therefore, some caution is needed when examining variations between countries 25. However, it is possible to identify some differences. Negative reviews are mentioned by a high proportion of people in Latvia (46%), Poland (44%) and the Czech Republic (43%), while people in Slovenia (36%) and Sweden (36%) are most likely to say that they had not heard of the retailer before. Figures are highest in Denmark and Austria in relation to not knowing where the retailer was located (31% in each country), and in Denmark (33%) for the website not having a trust mark label or logo. Figures in Austria are also high in relation to the website not having information about the return process (31%) or the delivery process (24%), the latter also having a high figure in Cyprus (27%). 25 Base sizes are less than 100 in Portugal (45), Cyprus (56), Greece (57), Bulgaria (67), Malta (71), Hungary (81), Luxembourg (81), Malta (71), Croatia (91) and Poland (96). Portugal is excluded from this commentary, as it has a base size of less than 50. 47

MULTIPLE ANSWERS POSSIBLE Respondents who said they had changed their mind about an online purchase because they did not trust the retailer (n=4,099 in EU27) 48

There are differences by age in the reasons given for not trusting an online retailer. Younger people are more likely to say that it was because they had not heard of the retailer (32% of 15 to 24 year olds compared with no more than 27% in the other age groups). Negative online reviews are also mentioned more frequently in the younger age bands (36% of 15 to 24 year olds and 41% of 25 to 39 year olds, falling to 32% of 40 to 54 year olds and 21% of those aged 55 or over), while older people are more likely to say that it was because they did not know where the retailer was located (ranging from 23% of those aged 55 or over to 16% of those aged under 25). Answers also vary by level of education. More highly educated people are more likely to mention negative online reviews (36% of those who ended education at the age of 20 or above, compared with 21% of those who ended education by the age of 15 or below) and say that the website did not have a trust mark or logo (19% compared with 10%). However, less highly educated people are more likely to say that they had not heard of the retailer (35% of those who ended education by the age of 15 or below, compared with 28% of those who ended education at the age of 20 or above), that they did not know where the retailer was located (29% compared with 17%) and that the website did not have information about the return process (20% compared with 12%). People who place themselves higher on the social staircase are more likely to say that they had not heard of the retailer (32% among those at the high end compared with 22% of those at the low end) and to refer to negative online reviews (38% compared with 29%). There is only one difference by frequency of internet use: daily internet users are more likely to mention negative online reviews (36%) than those who use the internet often or sometimes (28%). There are no differences according to where online retailers are based, i.e. the figures are the same for those who shop online with retailers located inside their own country, in other EU countries, and in countries outside the EU. 49

II. FREE MOVEMENT OF WORKERS AND REGULATED PROFESSIONALS This chapter looks firstly at cross-border working, examining whether EU citizens have experience of working in another Member State and whether they would consider doing so. The second part of the chapter focuses on regulated professions, by looking at the criteria that people use to assess professionals. 1. CROSS-BORDER WORKING This section covers the experience of EU citizens of working in another Member State, and examines whether they would consider doing so, and the reasons for their views. 1.1 Experience of working in another Member State - 9% of EU citizens have worked in another Member State - In total, 9% of EU citizens say that they have worked in a Member State other than their home country. This includes 2% who currently work in another Member State and 7% who have done so in the past 26. These results are in line with those of the 2011 survey, in which 3% of EU citizens said they were currently working in another Member State, and 7% said they had done so in the past. All respondents (n=26,563 in EU27) 26 QA12: Have you worked or do you currently work in an EU Member State other than your "home country" (i.e. where you lived most of your life)? By working, we mean working for a longer term, at least 6 months or more, for a company or as a self-employed in the other country. This excludes business trips, or short term deployments from your company to another EU Member State. Possible answers: yes, in the past; yes, currently; no; don t know. 50

Findings are mostly similar by country. The lowest figures are in the Czech Republic (4%), Italy (5%), Malta (6%), Hungary (6%), France (6%) and Greece (6%). The results at country level remain almost unchanged compared to 2011. All respondents (n=26,563 in EU27) The data for Ireland reflects the high levels of emigration and return migration, exacerbated by recent recessions the data is not very different when comparing Irish nationals with people in Ireland from other EU countries. The data for Luxembourg reflects the particular nature of this country with its high expatriate population and indeed when looking at the data for those of Luxembourgish nationality, the data is much more in line with other countries. Analysis of the socio-demographic data shows that men (11%) are more likely than women (6%) to have worked in another EU Member State (either working there currently or have done so in the past). There are also differences by age. People aged 25-39 are most likely to have worked in another EU Member State (12% compared with 5% of 15-24 year olds, 9% of 40-54 year olds, and 7% of those aged 55 or over). More highly educated people are more likely to have worked in another EU country, ranging from 12% among those who finished their education at the age of 20 or above, to 8% of people who left education aged 16-19 and 6% of those who left at 15 or below. 51

All respondents (n=26,563 in EU27) Analysis by occupation shows that self-employed people (13%) and managers (12%) are more likely to have worked in another EU country, compared with other white collar workers and manual workers (both 9%). 52

1.2 Whether people would consider working in another Member State - One in four EU citizens would consider working in another EU country - One in four EU citizens (25%) say that they would definitely (8%) or probably (17%) consider working in an EU Member State other than their home country in the next 10 years 27. The remainder say either that they probably would not consider it (17%) or definitely would not (54%). A similar question was asked in the 2011 survey, although the question wording has changed, so it is not possible to make direct comparisons 28. For reference, in 2011 a similar proportion (28%) said that they would consider working in another EU Member State. All respondents (n=26,563 in EU27) There is substantial variation in the proportion of people in different countries who would consider working in another EU Member State. The highest figure is in Sweden, where 54% of people would consider working in another EU country, including 30% who definitely would do so. High proportions of people in Croatia (43%), Slovenia (39%), Estonia (36%), Spain (35%) and Cyprus (35%) would consider working in another EU country. 27 QA13: Would you consider working (again) in an EU Member State other than (OUR COUNTRY) in the next 10 years? Possible answers: Yes, definitely; Yes, probably; No, probably not; No, definitely not; Don t know. 28 The question was restricted to within the next 10 years to make people answer in a more concrete way, whereas the previous wording was more hypothetical in nature. 53

The proportions who would consider working in another EU country are lowest in Austria (12%), the Czech Republic (14%), Germany (16%) and Luxembourg (16%). All respondents (n=26,563 in EU27) The main socio-demographic variation is by age. Younger people are much more likely than older people to consider working in another EU country, ranging from 56% of people aged 15-24 to just 5% of those aged 55 or over. Single people are also more likely to consider working in another EU Member State (45% compared with 35% of those who are living with a partner and 17% of those who are married). Men are more likely than women to consider working in another EU country (29% compared with 21%). There is also a difference by level of education. People who left education at the age of 20 or above are more likely to consider working in another EU country (28%) than those who ended education at the age of 16-19 (21%) or those who left by the age of 15 or below (11%). People living in large towns (30%) are more likely to consider working in another EU country, compared with those in small or mid-size towns (25%) or rural areas (20%); this is linked to the variation by age and level of education (as people in rural areas are more likely to be older and to have lower levels of education). People who are currently unemployed are more likely to consider working in another EU Member State (39%) than those who are in work (between 13% and 32% for the various occupational groups). Around half of people who have already worked in another EU country (48%) say that they would consider doing so again. This is higher than the proportion of people who have not worked in another Member State (22%). 54

All respondents (n=26,563 in EU27) 55

1.3 Reasons why people would consider working abroad - Gaining a better salary is the main reason for wanting to work in another EU country - Among those who say that they would consider working in another EU country, the main reason is to get a better salary (50%) 29. In addition, 28% say the professional development or career opportunities are better for their profession, while the same proportion (28%) say that they cannot find a job in their own country, and 22% say that they would benefit from better working conditions. Some people have reasons connected to lifestyle rather than work: 17% say they would like to live or work in a different country even if economic conditions are no better there, and 16% give family or personal reasons. Less common answers relate to lower taxes (13%), better social guarantees (10%) and contributions to pension credits (5%). MULTIPLE ANSWERS POSSIBLE Respondents who would consider working in another EU Member State (n=6,473 in EU27) 29 Qa14: What would be the main reasons why you would consider working in another EU Member State? (SHOW CARD READ OUT ROTATE). Possible answers: To get a better salary; To benefit from better working conditions other than salary; You would like to live or work in a different country even if economic conditions are not much better there; You cannot find a job in (OUR COUNTRY); For family or personal reasons; Professional development or career opportunities are better for your profession in other EU Member States; There are better social guarantees for employees in other EU Member States; To pay lower taxes Working abroad will contribute to your pension credits in (OUR COUNTRY); Other (SPONTANEOUS); None (SPONTANEOUS); Don t know. 56

There are major differences in the reasons for considering working in another EU Member State in different countries. There is a broad division between EU15 citizens and NMS12 citizens, the main difference being in the proportion who would consider working in another EU country to get a better salary. This applies to 80% of NMS12 citizens, but only 42% of those in EU15 countries. Figures are also higher in NMS12 countries than EU15 countries in relation to better working conditions (28% compared with 20%) and better social guarantees (17% compared with 8%). By contrast, EU15 citizens are more likely than NMS12 citizens to mention professional development or career opportunities (31% compared with 18%), the desire to live or work in a different country (19% compared with 8%) and family or personal reasons (17% compared with 10%). Some caution should be used when interpreting the results for individual countries, because some of the base sizes are small 30. The proportions that say they would consider working in another EU country to get a better salary are highest in Bulgaria (89%), Romania (85%), Hungary (82%), Slovakia (81%), Slovenia (80%) and Croatia (80%). Better working conditions are mentioned most frequently by people in Cyprus (51%), Greece (43%) and Hungary (40%), while Greece has by far the highest proportion referring to better social guarantees for employees (40%). People in Cyprus (63%) and Spain (57%) are most likely to say that they cannot find a job in their own country. People in Austria (54%), Denmark (48%) and Malta (43%) are most likely to say they would consider working in another EU country to improve their professional development or career opportunities, while figures are highest in Scandinavian countries in relation to wanting to live or work in another country (59% in Denmark, 49% in Sweden and 43% in Finland). Mentions of family or personal reasons are also high in Sweden (34%), as well as in Germany (31%), while lower taxes are mentioned most frequently by people in Denmark (28%), Italy (25%), France (22%) and Belgium (22%). 30 Base sizes are less than 100 in Luxembourg (81) and Malta (87). 57

MULTIPLE ANSWERS POSSIBLE Respondents who would consider working in another EU Member State (n=6,473 in EU27) 58

There are large differences by education level. More highly qualified people are more likely to say they would consider working in another EU country for professional development or career opportunities (34% of those who ended education at the age of 20 or above, compared with 12% of those who ended education by the age of 15 or below), while less well qualified people are more likely to say it is because they cannot find a job in their own country (47% of those who ended education by the age of 15 or below, compared with 20% of those who left education at the age of 20 or above). Analysis by occupation shows that manual workers are most likely to mention the chance of a better salary (59%), while managers are most likely to mention higher salary (46%), professional development or career opportunities (44%) and the desire to live or work in a different country (23%). Better working conditions are mentioned most frequently by other white collar workers (29%). Self-employed people are more likely to mention lower taxes (21%) than those in other occupational groups. More than half of unemployed people (58%) would consider working in another country because they cannot find a job in their own country, and this is also higher for manual workers (25%) than for other people working. The 25-39 age group is most likely to be motivated by the prospect of getting a better salary (56%), while younger people (aged 15-24) are more likely than older people to want to live or work in a different country (23%). Professional development or career opportunities are also mentioned more frequently by younger people, ranging from 33% of 15-24 year olds to 18% of those aged 55 or over. 59

1.4 Reasons why people would not consider working abroad - Family or personal reasons are the main barrier to working in another EU country - Among those who say that they would not consider working in another EU country, the main reasons are family or personal reasons (47%) and simply not wanting to work or live in another country (32%). One in five would not consider it because of language (20%) 31. EU citizens are less likely to mention aspects of the work itself, although 11% say they have better opportunities in their own country, and 6% say they would not be able to find a better job abroad. Only a small number of people mention other reasons, such as there being worse social guarantees for employees (4%), not knowing how to look for a job in other countries (4%), concerns about qualifications (3%), concerns about foreign tax systems and laws (3%), and concerns about pension entitlement (3%). The 2011 survey included a slightly different question; people were asked what they considered to be the main practical difficulty with working in another EU Member State. The most frequent answers were language barriers and family considerations. MULTIPLE ANSWERS POSSIBLE Respondents who would not consider working in another EU Member State (n=19,058 in EU27) 31 QA15: What would be the main reasons why you would not consider working in another EU Member State? (SHOW CARD READ OUT ROTATE) Possible answers: You don t want to work or live in another country; You don t know the language; You don t know how to look for a job in other countries; You would not be able to find a better job abroad; For family or personal reasons; You have better opportunities in (OUR COUNTRY); You don t know if time spent working abroad would count towards your pension entitlement; You are concerned about foreign tax systems and laws; There are worse social guarantees for employees in other EU Member States; You are concerned that your qualifications will not be recognised in other EU Member States; Other (SPONTANEOUS); None (SPONTANEOUS); Don t know. 60

There are some differences between EU15 citizens and NMS12 citizens in reasons for not considering working in other EU countries. Those in NMS12 countries are more likely to say that they don t want to live or work in another country (39% compared with 30%), while EU15 citizens are more likely to give family or personal reasons (49% compared with 38%). The findings for individual countries show that people in Denmark, Austria and Cyprus are most likely to say they would not consider working in another EU country because of family or personal reasons (65% in each case), while those in Cyprus are also the most likely to say that they don t want to live or work in another country (61%), followed by people in Greece (53%), Malta (50%) and Portugal (50%). Language is mentioned most frequently by people in the Czech Republic (38%), Slovakia (36%) and Hungary (36%), while those in Austria and Luxembourg (both 30%) are most likely to say that there are better opportunities in their own country. 61

MULTIPLE ANSWERS POSSIBLE Respondents who would not consider working in another EU Member State (n=19,058 in EU27) 62

Family or personal reasons are most likely to be mentioned as reasons for not considering working in another EU country by households with children (59% of households with multiple adults and children, and 56% of those with single adults with children). The proportions mentioning this are also higher among those aged 25-39 (61%) and 40-54 (55%). In general, people aged 55 or over are less likely to mention the various reasons, such as language barriers (15% compared with at least 23% in other age groups) and better opportunities in their own country (5% compared with at least 16% in other groups). People who place themselves at the high end of the social staircase are more likely to mention family or personal reasons (49% compared with 43% of those at the low end) and better opportunities in their own country (15% compared with 8%), while those at the low end of the social staircase are more likely to mention not wanting to live and work in another country (35% compared with 28% of those at the high end) and language (25% compared with 15%). People who have already worked in another EU country are more likely than those who haven t to say they have better opportunities in their own country (15% compared with 11%), but are less likely to say they don t want to live or work abroad (21% compared with 32%) and that they don t know the language (8% compared with 21%). 63

2. REGULATED PROFESSIONS This section examines the criteria that EU citizens use when assessing the quality of professionals. Respondents were asked to think about four different types of profession, and then to rate the importance of various criteria when assessing their quality. The four types of profession are: a medical professional (such as a doctor, a nurse, a physiotherapist or a psychologist); a hairdresser; a professional such as an accountant, architect, lawyer or tax advisor; and a professional like a plumber, builder or electrician. The criteria that they were asked to consider were: their reputation; the country where they obtained their qualifications; their fees; and years of experience. A question was also included about whether there should be legal requirements for traineeships or qualifications knowing that in some countries the decision about access to these professions is left to the employer and consumer. 2.1 Medical professionals - Reputation and years of experience are the most criteria for assessing a medical professional - Around half of EU citizens say that reputation is very when assessing a medical professional (51%), and this is considered slightly more than years of experience (46% very ). People are less likely to say that fees are very (37%), and the lowest proportion is in relation to the country where qualifications were obtained (31%) 32. The priorities for assessing a medical professional are different to those used for assessing other types of professional (as described in the following sections). Fees are less for a medical professional than they are for other types of professional. All respondents (n=26,563 in EU27) 32 QA16: Imagine that you want to assess the quality of a medical professional (such as a doctor, a nurse, a physiotherapist or a psychologist) who speaks your language. Please tell me how each of the following criteria would be for you. (SHOW CARD READ OUT ROTATE). a) Their reputation; b) The country where they obtained their qualifications; c) Their fees; d) Years of experience. Possible answers: Very ; Fairly ; Not very ; Not at all ; Don t know. 64

The findings are generally consistent across different EU countries in relation to assessing the quality of a medical professional. In terms of reputation, the highest figures are seen in Slovakia (where 95% say reputation is very or fairly when assessing a medical professional), Bulgaria, the Czech Republic and Austria (94% in each country). Austria also has one of the highest figures for the importance of the country where qualifications were obtained (82% very or fairly ), along with Italy (83%). People in Bulgaria (96%) as well as in Italy and Greece (both 94%) are most likely to say that years of experience are when assessing a medical professional, while people in Cyprus (93%) and Slovakia (91%) are most likely to say that fees are. The figures in Luxembourg are among the lowest on all four criteria; for example, only 43% say that the country where qualifications were obtained are, and 55% say that fees are. In addition, there are lower figures in Slovenia and Croatia in relation to reputation (75% and 82% respectively) say this is very or fairly ); and in Latvia (37%), Lithuania (38%) and Estonia (42%) in relation to the country where qualifications were obtained. People in Scandinavian countries are less likely to say that fees are (49% in Finland, 53% in Denmark and 57% in Sweden), while the proportions who say that years of experience are are lowest in Denmark (70%) and Estonia (72%). 65

All respondents (n=26,563 in EU27) 66

There are very few socio-demographic variations in the perceived importance of the various criteria when assessing a medical professional. People who place themselves at the high end of the social staircase are more likely to say that the country where qualifications were obtained is when assessing a medical professional (68% very or fairly, compared with 60% of those at the low end). However, they are less likely to say that fees are (73% very or fairly, compared with 77% at the low end). Women are more likely than men to say that fees are (78% compared with 74%). There is also a gender difference when looking at the proportion who say reputation is very (54% of women compared with 48% of men). Older people are more likely than younger people to say that the country where qualifications were obtained is (65% of those aged 40 or above, compared with 63% of those aged 25-39 and 61% of 15-24 year olds). People aged 15-24 are less likely than older people to say that reputation is very (46% of 15-24 year olds, compared with at least 51% in other age groups). More highly educated people place less importance of two criteria: fees (71% of those who ended education at the age of 20 or above say this, compared with 79% of those completing at the age of 16-19 and 76% of those completing by the age of 15 or below) and years of experience (42% say this is very compared with 47% and 51% respectively). 67

2.2 Professionals like accountants, architects, lawyers or tax advisors - EU citizens are very consistent in the criteria they think are when assessing the quality of a professional like an accountant, an architect, a lawyer or a tax advisor - Half of EU citizens say that reputation is very when assessing a professional like an accountant, an architect, a lawyer or a tax advisor (50%), and this is considered slightly more than fees (46% very ) and years of experience (44%). People are less likely to say that the country where qualifications were obtained is (30%) 33. All respondents (n=26,563 in EU27) People in Bulgaria and the UK (both 95%) are most likely to say that reputation is when assessing the quality of a professional like an accountant, an architect, a lawyer or a tax advisor. Findings are similar by country on this issue, although the lowest figures are seen in Slovenia (76%), Croatia (80%) and Estonia (83%). There is also little variation by country in relation to years of experience, with the highest proportions in Greece (96%), Cyprus (95%) and Bulgaria (94%), and the lowest proportions in Estonia (73% and Luxembourg 75%). 33 QA18: Imagine that you want to assess the quality of a professional like an accountant, an architect, a lawyer or a tax advisor who speaks your language. Please tell me how each of the following criteria would be for you. (SHOW CARD READ OUT ROTATE). a) Their reputation; b) The country where they obtained their qualifications; c) Their fees; d) Years of experience. Possible answers: Very ; Fairly ; Not very ; Not at all ; Don t know. 68

There is more variation when looking at attitudes to the country where qualifications were obtained. People in Italy (81%) and Austria (80%) are most likely to say this is, while the lowest proportions are again in Luxembourg (37%) and Estonia (42%), along with Lithuania (39%), and Latvia (43%). People in Cyprus (98%), Slovakia (94%), the Czech Republic (94%) and Austria (93%) are most likely to say that fees are, while Finland (62%) and Portugal (65%) have the lowest proportions saying this is. All respondents (n=26,563 in EU27) 69

People who place themselves at the high end of the social staircase are more likely than those at the low end to say that the country where qualifications is obtained is when assessing the quality of a professional like an accountant, an architect, a lawyer or a tax advisor (67% compared with 60%). Otherwise, there are nearly no socio-demographic variations in the proportions who say that the various criteria are when assessing the quality of a professional like an accountant, an architect, a lawyer or a tax advisor. 70

2.3 Hairdressers - There are marked variations by country in the criteria that are when assessing the quality of a hairdresser - Around one in three EU citizens (31%) say that fees are very when assessing the quality of a hairdresser. Slightly lower proportions say that reputation (27%) and years of experience (24%) are very. Only 12% say that the country where qualifications were obtained is very, and 30% say that this is not at all 34. EU citizens are less likely to rate the various criteria as very when assessing a hairdresser than when assessing the other types of professional. The difference is greatest in relation to reputation and years of experience. For example, 27% say that reputation is very when assessing a hairdresser, compared with 51% when assessing a medical professional and 50% when assessing a professional such an a accountant, architect, lawyer or tax advisor. All respondents (n=26,563 in EU27) There is some variation by country in the proportion who think the various criteria are when assessing a hairdresser. The proportions who think that reputation is are highest in Italy (85%), the Czech Republic (84%), Ireland (83%) and Hungary (82%), while the lowest figures are in Slovenia (49%), Cyprus (54%) and Croatia (57%). 34 QA17: Imagine that you want to assess the quality of a hairdresser who speaks your language. Please tell me how each of the following criteria would be for you. (SHOW CARD READ OUT ROTATE). a) Their reputation; b) The country where they obtained their qualifications; c) Their fees; d) Years of experience. Possible answers: Very ; Fairly ; Not very ; Not at all ; Don t know. 71

Italy and Hungary also have the highest proportions who say that the country where qualifications were obtained is (63% and 52% respectively), but the figures are much lower in Luxembourg (11%), Sweden (12%) and Cyprus (14%). Years of experience are also more likely to be seen as in Italy (84%) and Hungary (79%), with the lowest figures in Denmark (38%), Netherlands (46%), Sweden (48%) and Estonia (49%). The country pattern is different in relation to fees. The highest figures are seen in Cyprus (89% ) and the Czech Republic (88%), while the lowest figures are in Finland (46%) and Portugal (57%). 72

All respondents (n=26,563 in EU27) 73

The main socio-demographic variation is by gender. Women are more likely than men to rate all of the criteria as when assessing the quality of a hairdresser. The difference is greatest in relation to reputation (77% of women say this is very or fairly, compared with 66% of men). There is also a slight difference by age, with younger people more likely than older people to say that the following criteria are : reputation (75% of 15-24 year olds, 74% of 25-39 year olds and 70% of those aged 40 or over) and years of experience (69% of 15-24 year olds, 65% of those aged 25-39 and 64% of those aged 40 or over). People who are less highly educated are more likely to say that the country where qualifications were obtained is (38% of those who finished education by the age of 15 or below, compared with 28% of those who ended education at the age of 20 or above). The same pattern applies to years of experience (69% of those who finished education by the age of 15 or below, compared with 59% of those who ended education at the age of 20 or above) and, to a lesser extent, reputation (73% and 68% respectively). 74

2.4 Professionals like plumbers, builders or electricians - Reputation and fees are the main criteria for assessing a professional like a plumber, builder or electrician - When assessing the quality of a professional like a plumber, builder or electrician, the main criteria that EU citizens think are are their reputation (43% say this is very ) and their fees (44%). They are slightly less likely to say that years of experience are (37% say this is very ), while just 21% say that they country where they obtained their qualifications is very 35. These priorities are similar to those seen for other types of professional, although years of experience is less of a priority for this type of professional (37% very ) than is the case for either medical professionals (46%) or professionals like an accountant, architect, lawyer or tax advisor (44%). All respondents (n=26,563 in EU27) People in the UK (95%) and Ireland (93%) are most likely to say that reputation is when assessing the quality of a professional like a plumber, builder or electrician, while the lowest figures are in Slovenia (66%), Croatia (67%) and Cyprus (73%). The UK also has one of the highest proportions who say that years of experience is (89%), along with Greece (90%), Italy (89%) and Malta (89%). People in Estonia (69%) and Denmark (70%) are least likely to say this. 35 QA18: Imagine that you want to assess the quality of a professional like a plumber, a builder or an electrician who speaks your language. Please tell me how each of the following criteria would be for you. (SHOW CARD READ OUT ROTATE). a) Their reputation; b) The country where they obtained their qualifications; c) Their fees; d) Years of experience. Possible answers: Very ; Fairly ; Not very ; Not at all ; Don t know. 75

As is the case for other types of professional, people in Austria (72%) and Italy (67%) are most likely to say that the country where qualifications were obtained is, while those in Cyprus (16%), Luxembourg (22%), Lithuania (25%) and Latvia (26%) have the lowest proportions. In relation to fees, people in Cyprus, Austria and Slovakia (all 95%) have the highest figures, while those in Portugal (62%), Finland (66%), Croatia (72%) and Bulgaria (74%) are least likely to say that fees are when assessing a professional like a plumber, builder or electrician. 76

All respondents (n=26,563 in EU27) 77

There are few socio-demographic variations in the criteria that are in assessing a professional like a plumber, builder or electrician. Younger people are slightly less likely to say that reputation is (84% of 15-24 year olds, compared with between 87% and 89% in older age groups), and the proportion who say that the country where qualifications were gained is increases with age (47% of those aged under 40, rising to 50% of 40-54 year olds and 52% of those aged 55 or over). There are also differences by level of education. Those who left education by the age of 15 or below are more likely to say that the country where qualifications were obtained is (54%, compared with 45% of those who ended education at the age of 20 or above), and the same pattern applies to the importance of years of experience; this is most striking in terms of the proportion who say this is very : 43% of those who ended education by the age of 15 or below, falling to 32% of those who completed education at the age of 20 or above. Those who place themselves at the high end of the social staircase are also more likely to say that the country where qualifications were obtained is (53% compared with 46% of those at the low end). 78

2.5 Attitudes towards traineeships and qualifications - There is support for legal requirements for completing traineeships or achieving specific qualifications - A minority of EU citizens say that it is totally justified that there are legal requirements for completing traineeships or achieving certain specific qualifications in relation to real estate agents (35%) or hairdressers (24%). For professions in relation to law and accountancy (62%) and design and building professions (53%), the majority of EU citizens perceived that it is justified that there are legal requirements for completing traineeships or achieving certain specific qualifications 36. All respondents (n=26,563 in EU27) The countries where people are most likely to say that traineeships or qualifications are justified for law and accountancy professions are Cyprus (99% totally or fairly justified), Denmark (98%), Greece (97%) and Sweden (97%). There is little variation by country, although the lowest proportions are in Romania (83%), Slovakia (85%) and Lithuania (85%). Cyprus (96%) and Greece (94%) also have high proportions who say that traineeships or qualifications are justified for design and building professions, along with the UK (95%). Once again, the lowest figures are in Romania and Slovakia (75% in each country). 36 QA20: As you may know, access to some professions requires by law in some countries the completion of a traineeship or achieving certain specific qualifications while in others the decision is left to the employer and to the consumer. For each of the following professions, please tell me if you think it is justified or not to place such legal requirements? 1) Hairdressers; 2) Real estate agents; 3) Law and accountancy professions (lawyers, accountants, tax advisors, etc.); 4) Design and building professions (e.g. architects, builders, plumbers, electricians, etc.). Possible answers: Totally justified; Fairly justified; Fairly unjustified; Totally unjustified; Don t know. 79

People in Cyprus (85%) and Greece (84%) are again most likely to say that that traineeships or qualifications are justified, this time for hairdressers, while the proportion is also high in Slovenia (81%). The lowest figures are in Finland (40%) and Slovakia (45%). For real estate agents, the proportions are highest in Denmark (92%), Sweden (89%) and Netherlands (87%), while the lowest figures are in Romania (58%) and France (65%). All respondents (n=26,563 in EU27) 80

The findings are generally consistent across socio-demographic groups. People who place themselves at the high end of the social staircase are slightly more likely to think that traineeships or qualifications are justified. This applies to law and accountancy professions (94% compared with 89% at the low end), real estate agents (79% compared with 70%) and design and building professions (91% compared with 84%). People who are more highly qualified are also more likely to say that traineeships or qualifications are justified for law and accountancy professions (93% of those who ended education at the age of 20 or above and 93% of those who ended education at the age of 16-19, compared with 89% of those who completed education by the age of 15 or below). The socio-demographic variations are different in relation to hairdressers. Women are more likely than men to say that traineeships or qualifications are justified (68% compared with 62%), while less highly educated people are more likely to say they are justified (68% of those who ended education by the age of 15 or below compared with 60% of those who finished education at the age of 20 or above). 81

III. FINANCIAL CRISIS This chapter examines attitudes to the current financial and economic crisis. It asks EU citizens how well informed they feel about the causes of the crisis, and how it has affected their confidence in institutions and organisations. It also covers attitudes towards the banking sector. 1. HOW INFORMED PEOPLE FEEL ABOUT THECAUSES OF THE CURRENT CRISIS - Different views are expressed as to how well informed EU citizens feel about the causes of the financial and economic crisis - More than half of EU citizens say that they feel at least fairly well informed about the causes of the financial and economic crisis (54%), and this includes 10% who say they feel very well informed. However, 35% do not feel very well informed and 10% say they do not feel at all informed 37. All respondents (n=26,563 in EU27) People in EU15 countries are more likely than those in NMS12 countries to feel well informed about the causes of the financial and economic crisis (56% and 44% respectively feel very or fairly well informed). There is no difference between countries in the Euro area and those outside. 37 QA21: How informed do you feel about the causes of the financial and economic crisis? Possible answers: Very well informed; Fairly well informed; Not very well informed; Not at all informed; Don t know. 82

Looking at individual countries, EU citizens are most likely to feel well informed about the causes of the financial and economic crisis in Denmark (77% feel very or fairly well informed), Cyprus (74%), Netherlands (74%), Sweden (70%) and Ireland (68%). The countries where the lowest proportions feel well informed are Lithuania (39%), Hungary (39%), Bulgaria (40%), Czech Republic (40%), Austria (41%), Slovakia (42%) and Estonia (42%). All respondents (n=26,563 in EU27) There is a large difference by level of education in how well informed people feel about the causes of the financial and economic crisis. Those who ended their education at the age of 20 or above (66%) are more likely to feel very or fairly well informed, compared with those who completed education at the age of 16-19 (51%) or by the age of 15 or below (44%). Related to this, people who place themselves at the high end of the social staircase are more likely than those who place themselves at the low end to feel well informed (67% compared with 40%). Managers (73%) and self-employed people (64%) are also more likely to feel well informed than other occupational groups (between 44% and 57% in the other groups). Men are more likely than women to feel very or fairly well informed (60% compared with 48%), while there is also a difference by age, with the youngest and oldest age groups feeling less well informed. Among 15-24 year olds, 45% feel well informed, compared with at least 54% in the other age groups. People living in rural areas are less likely to feel well informed (50%) than those in small or mid-size towns (54%) or large towns (57%). This variation is linked to age and education profiles (with people in rural areas tending to be older and less well educated). 83

All respondents (n=26,563 in EU27) 84

2. THE LEVEL OF CONFIDENCE - Confidence in institutions and organisations has decreased as a result of the financial and economic crisis - The majority of EU citizens say that the financial and economic crisis has negatively affected their confidence in various institutions and organisations. Specifically, 64% say that their confidence in their own national authorities has decreased, while 63% say their confidence in the financial industry has decreased. In addition, 55% say this about European institutions and 54% about credit rating agencies. EU citizens are somewhat less likely to say that their confidence has decreased towards their own banks (41%). If people s confidence has not decreased, it is likely to have stayed the same; between 28% and 54% say that their confidence in the various institutions and organisations has stayed the same. For each of the institutions and organisations, very few people say that their confidence has increased (2% or 3% in each case) 38. All respondents (n=26,563 in EU27) There is a broad division between countries in the Euro area and those outside the Euro area. Countries in the Euro area are more likely to say their confidence in the various institutions and organisations has decreased: 69% compared with 57% for national authorities, 70% compared with 51% for the financial industry, 63% compared with 42% for European institutions, 64% compared with 36% for credit rating agencies, and 45% compared with 32% for their own banks. 38 QA22: To what extent, if at all, has the financial and economic crisis affected your confidence in the following? Has your confidence increased, stayed the same or decreased? 1) Your own bank(s); 2) The financial industry; 3) National authorities in (OUR COUNTRY) (e.g. Government, Parliament, regulatory bodies); 4) European institutions; 5) Credit rating agencies. Possible answers: Increased; Stayed the same; Decreased; Don t know. 85

In particular, a negative impact on confidence tends to be felt most strongly in countries which have seen serious economic problems. People in Cyprus, Greece and Spain are the most likely to say that their confidence in all of the various institutions and organisations has decreased. For example, the proportion who say their confidence in European institutions has decreased is 89% in Cyprus, 85% in Greece and 78% in Spain. In addition, a high proportion of people in Slovenia say their confidence in national authorities has decreased (83%), while in Italy a high proportion say that their confidence in credit rating agencies has decreased (70%). The proportion who say their confidence has decreased is lowest in Malta. This applies to all of the institutions and organisations with the exception of banks; for example, only 21% of people in Malta say their confidence in national authorities has decreased, and 22% say this about credit rating agencies. The proportion who say their confidence has decreased is also low in Poland (33% for the financial industry, 34% for European institutions, 25% for credit rating agencies and 22% for banks). In addition, low proportions say that their confidence has decreased in relation to European institutions in Estonia (35%), Latvia (36%) and Lithuania (36%); for national authorities in Sweden (31%); and for banks in Finland (13%), the Czech Republic (21%) and Slovakia (22%). It is also possible to group countries according to which institutions or organisations are most likely to see a decrease in public confidence. In Cyprus, Greece, Spain and Ireland, the figures are high for all of the institutions and organisations but, compared to other countries, the proportions who say their confidence has decreased is particularly high in relation to banks. The figures are relatively high for credit rating agencies in Italy and Austria, while people in Finland are more likely to say that their confidence has decreased in European institutions than in any of the other types of organisation. People in Belgium, Denmark, Germany, Luxembourg and Netherlands are more likely to say their confidence has decreased in the financial industry than in other institutions, while national authorities have the highest figures for decreased confidence in Bulgaria, the Czech Republic, Estonia, France, Italy, Latvia, Portugal, Slovenia and Croatia. In the remaining countries, the figures for decreased confidence are at or below the EU27 average for the various institutions and organisations. 86

All respondents (n=26,563 in EU27) 87

Across all five of the institutions or organisations. 15-24 year olds are the least likely to say that their confidence has decreased. For example, the proportion who say their confidence in their banks has decreased is 29% among 15-24 year olds, and at least 41% among other age bands. Less highly educated people are more likely to say that their confidence has decreased; this applies especially to banks, national authorities and European institutions. For example, the proportion whose confidence in national authorities has decreased is 70% among those who ended education by the age of 15 or below, 66% among those who completed education between the ages of 16 and 19, and 62% among those who completed at the age of 20 or above. For the same three institutions, people who place themselves at the low end of the social staircase are also more likely to say that their confidence has decreased. For example, the proportion whose confidence in national authorities has decreased is 71% among those at the low end compared with 59% among those at the high end. Of the various occupational groups, self-employed people are most likely to say that their confidence has decreased. This is most pronounced for credit rating agencies: 66% of self-employed people say their confidence has decreased, compared with no more than 58% in any other occupational group. There is one difference by gender: men are more likely than women to say that their confidence in credit rating agencies has decreased (56% compared with 52%). The findings are generally very similar between those who feel well informed about the causes of the financial and economic crisis, and those who do not feel well informed. For two of the institutions, those who feel well informed are slightly more likely to say that their confidence has decreased: the financial industry (66% compared with 61% of those who are not well informed) and credit rating agencies (56% compared with 52%). 88

All respondents (n=26,563 in EU27) 89

3. ATTITUDES TO THE BANKING SECTOR This section looks at attitudes to the banking sector: whether there should be restrictions on deposits, which measures should be used to do this, and whether people would consider switching deposits to another bank. 3.1 Restriction on deposits - Most EU citizens say banks should be restricted in terms of how they invest the deposits that they receive - A clear majority of EU citizens (74%) say that banks should be restricted in terms of how they invest the deposits that they receive. One in seven (14%) say that they should not be restricted, and the remaining 12% don t know 39. All respondents (n=26,563 in EU27) People in EU15 countries are more likely than those in NMS12 countries to say that banks should be restricted in terms of how they invest the deposits that they receive (79% compared with 55%). There is also a difference when looking at countries in the Euro area (79%) compared with those outside the Euro area (65%). 39 QA23a: Do you think that banks should be restricted in terms of how they invest the deposits that they receive? Possible answers: Yes; No; Don t know. 90

Cyprus (93%), Spain (88%) and France (87%) have the highest proportions of people who say that banks should be restricted in this way, while the proportions are lowest in Bulgaria (41%), Romania (50%), Poland (52%), Hungary (54%) and Lithuania (58%). All respondents (n=26,563 in EU27) 15-24 year olds are the least likely to say that banks should be restricted in terms of how they invest the deposits that they receive (66%). Otherwise, the figures are similar by people in the other age bands (between 74% and 78%). More highly educated people are more likely to say that banks should be restricted in this way (78% of those who completed education at the age of 20 or above, 74% of those who completed between the ages of 16 and 19, and 71% of those who ended education by the age of 15 or below). Of the various occupational groups, managers (81%) and self-employed people (80%) are most likely to say that banks should be restricted. Those who feel well informed about the causes of the financial and economic crisis are more likely to say that banks should be restricted in terms of how they invest the deposits that they receive (78%), compared with those who do not feel well informed (70%). 91

All respondents (n=26,563 in EU27) 92

3.2 Measures to restrict deposits - The two most popular restrictions on banks are tougher supervision and making them directly responsible for all losses - If respondents said that banks should be restricted in terms of how they invest the deposits that they receive, they were asked which measures should be used to achieve this 40. The two measures chosen most frequently are imposing tougher supervision of the banks (66%) and making the banks and their management directly responsible for all losses including fines and unlimited liability (62%). More than one in three also approve of measures requiring banks to hold much more capital which they can use to pay for any losses (38%), and limiting the activities that banks are allowed to engage in (35%). A lower proportion (27%) say that the risky activities of a bank should be moved into a different part which would be a separate legal entity. MULTIPLE ANSWERS POSSIBLE Respondents who say that banks should be restricted in terms of how they invest the deposits that they receive (n=19,662 in EU27) People in EU15 countries are more likely than those in NMS12 countries to say that the various measures should be used. This applies in particular to the following measures: requiring banks to hold much more capital which they can use to pay for any losses (40% compared with 27%), limiting the activities that banks are allowed to engage in (38% compared with 23%) and moving the more risky activities of a bank into a different part which would be a separate legal entity (30% compared with 14%). 40 QA23b: Which measures should be used to achieve this? Possible answers: Making the banks and their management directly responsible for all losses including fines and unlimited liability; Imposing tougher supervision of the banks; Limiting the activities that banks are allowed to engage in; Moving the more risky activities of a bank into a different part which would be a separate legal entity; Requiring banks to hold much more capital which they can use to pay for any losses; Other (SPONTANEOUS); Don t know. 93

A high proportion of people in Austria support all of the measures; for example, 54% favour limiting the activities that banks are allowed to engage in. High proportions are also seen in Germany (77% support tougher supervision of the banks, 73% say banks and their management should be directly responsible for all losses, and 41% favour moving the more risky activities of a bank into a different part which would be a separate legal entity); in Cyprus (88% would like tougher supervision of the banks and 72% think that banks and their management should be directly responsible for all losses); in the Netherlands (77% would like tougher supervision of the banks and 43% favour moving the more risky activities of a bank into a different part which would be a separate legal entity); and Luxembourg (58% would like banks to be required to hold much more capital which they can use to pay for any losses, and 49% favour limiting the activities that banks are allowed to engage in). The lowest figures are seen in Poland, for all measures except making the banks and their management directly responsible for all losses. For example, just 16% in Poland favour limiting the activities that banks are allowed to engage in, and 11% favour moving the more risky activities of a bank into a different part which would be a separate legal entity. There are also low figures in Bulgaria (just 17% favour limiting the activities that banks are allowed to engage in, and 7% favour moving the more risky activities of a bank into a different part which would be a separate legal entity); in Finland (28% would like to make the banks and their management directly responsible for all losses); Italy (46% would like tougher supervision of the banks); Latvia (9% favour moving the more risky activities of a bank into a different part); and Lithuania (10% would like to move the more risky activities of a bank into a different part). 94

MULTIPLE ANSWERS POSSIBLE Respondents who say that banks should be restricted in terms of how they invest the deposits that they receive (n=19,662 in EU27) 95

The findings are generally similar across the various socio-demographic groups. Men are slightly more likely than women to support most of the measures. For example, 41% of men would like banks to be required to hold much more capital which they can use to pay for any losses, compared with 35% of women; and 29% of men support moving the more risky activities of a bank into a different part which would be a separate legal entity, compared with 25% of women. Younger people (aged 15-24) are less likely to support the various measures; the differences are greatest in relation to limiting the activities that banks are allowed to engage in (28% of 15-24 year olds, compared with 35% to 38%in the other age groups). More highly educated people are more likely to support some of the measures: moving the more risky activities of a bank into a different part which would be a separate legal entity (34% of those who ended education at the age of 20 or above, compared with 22% of those who ended education by the age of 15 or below); limiting the activities that banks are allowed to engage in (40% compared with 31%); and requiring banks to hold much more capital which they can use to pay for any losses (41% compared with 35%). Related to this, people who place themselves at the high end of the social staircase are also more likely to favour moving the more risky activities of a bank into a different part which would be a separate legal entity (32% compared with 23% at the low end), and limiting the activities that banks are allowed to engage in (38% compared with 33% at the low end). People who say they are well informed about the causes of the financial and economic crisis are slightly more likely to support the various measures, compared with those who do not feel well informed. The difference is greatest in relation to moving the more risky activities of a bank into a different part which would be a separate legal entity (30% compared with 25%). 96

MULTIPLE ANSWERS POSSIBLE Respondents who say that banks should be restricted in terms of how they invest the deposits that they receive (n=19,662 in EU27) 97

3.3 Importance of security - Most EU citizens would prefer to stay secure rather than switch their deposits to another bank offering higher interest rates - The majority of EU citizens (78%) say they would not consider switching their deposits to another bank offering a higher interest rate if they had no information about this bank s financial situation, on the basis that security is more to them. One in seven people (14%) would consider such a switch 9% if the bank s interest rate was much higher, and 5% if it was only slightly higher 41. All respondents (n=26,563 in EU27) There is some variation between countries in the proportion who would consider switching their deposits to another bank. People in Austria are most likely to consider doing this (34%), followed by Italy (25%, including 12% who would do so even if the bank s interest rate was only slightly higher). There are also high figures in Ireland (24%), Slovakia (23%) and Hungary (22%). By contrast, very few people would consider switching their deposits in Cyprus (4%), Spain (8%) or Netherlands (8%). 41 QA24: Would you consider switching your deposits to another bank offering a higher interest rate, even if you had no information about this bank s financial situation? Possible answers: Yes, but only if this bank s interest rate is much higher; Yes, even if this bank s interest rate is only slightly higher; No, security is more to you; Don t know. 98

All respondents (n=26,563 in EU27) Attitudes towards switching deposits to another bank are generally consistent across socio-demographic groups. Older people (aged 55 or over) are less likely to say they would consider doing this (10% compared with 16% or more in the other age groups), while more highly educated people are more likely to consider making a switch (16% of those who ended their education at the age of 20 or above, compared with 14% of those who completed at the age of 16-19, and 11% of those who completed by the age of 15 or below). 99

As might be expected, people who say that banks should be restricted in terms of how they invest deposits are less likely to say they would consider switching their own deposits (13% compared with 21% of those who do not favour such a restriction). All respondents (n=26,563 in EU27) 100

CONCLUSIONS Previous Eurobarometer surveys (in 2009 and 2011) have measured public awareness and perceptions of the Internal Market among EU citizens. These surveys indicated that awareness of the Internal Market and its benefits were not widespread throughout all of European society. This survey focuses on a number of specific issues that are relevant to the Internal Market: experience of and attitudes to cross border online shopping; experience of cross border work and attitudes to regulated professions; and attitudes towards the financial crisis. Cross border online shopping Less than half of EU citizens (45%) say they have shopped online in the last 12 months. Most online shopping is from sellers located inside their own country (40%), rather than in another EU Member State (11%) or a country outside the EU (6%). Online shopping tends to be more prevalent among EU15 citizens than among NMS12 citizens (50% compared with 30%). Socio-demographic patterns mirror overall levels of internet use; for example younger people and those who are more highly educated are more likely to shop online. Online shopping typically takes place less than once a month. Among those who shop online from sellers located inside their own country, 35% say they buy products or services once a month or more. This is lower among those who shop online from sellers in another EU country (19%) or outside the EU (also 19%). A laptop (62%) or a desktop computer (45%) are the main devices used for online shopping, while 15% use a smartphone and 14% a tablet. EU15 citizens are more likely than NMS12 citizens to use a laptop, a tablet or a smartphone. The most common digital purchases are tickets for travel (30%) and for events (23%), as well as accommodation bookings (24%). Clothes or shoes (48%) are the most common online purchases for physical delivery. Most problems with online shopping concern product delivery, most commonly a delivery at home when nobody was there (15% from a domestic seller, 10% from another EU country) or a delay in the delivery (13% and 12% respectively). The problems that people have experienced are similar when buying from a seller located inside their own country as when buying from another country. When thinking about online shopping from domestic sellers, the main barriers to online shopping are a preference for buying in shops (37%) and a perceived lack of need (33%). Lack of need is the main reason for not buying from sellers located in another EU country (37%). Although less frequently mentioned, there are also a number of reasons related to lack of trust or concerns about security: not trusting a product that you can t see or touch (14% in relation to buying from a domestic seller), concerns about the security of online payments (11%), and concerns about giving personal data online (10%). 101

Cheaper delivery prices (19%) are the main improvement that would encourage more online shopping from sellers located in other EU Member States. Other potential improvements are being able to track the product s location or status at any time (11%), an easier return process (11%) and being able to know the time and day for delivery (10%). In order to assess whether an online retailer s website is trustworthy, 55% of EU citizens say they always stick to the websites of well-known brands, while 44% always check online reviews, and 41% always check for accreditation with a trust mark label or logo. In the last 12 months, 15% of EU citizens say they have considered buying online but then changed their mind because they did not trust the online retailer. Negative online reviews (34%) and not having heard of the online retailer (28%) are the main reasons. In addition, 19% say they did not know where the retailer was located, and 18% say the website did not have trust mark or logo. Other reasons relate to a lack of information on the retailer s website, such as about the delivery or return process (14% in each case). These and other findings indicate that EU citizens can be wary of dealing with online retailers with whom they are not familiar. Free movement of workers and regulated professionals In total, 9% of EU citizens have worked in another Member State, including 2% who are doing so currently. One in four (25%) say they would consider working in another EU country, although this varies considerably by country: the highest proportion is in Sweden (54%), and the lowest is in Austria (12%). Gaining a better salary is the main reason for wanting to work in another EU country (50%), followed by better professional development or career opportunities (28%), and not being able to find a job in their own country (also 28%). There is a broad division between NMS12 citizens and EU15 citizens. NMS12 citizens are more likely than EU15 citizens to mention salary, working conditions and social guarantees as reasons for their interest, while EU15 citizens are more likely than NMS12 citizens to mention professional development or career opportunities, and the desire to live or work abroad. Family or personal reasons are the main barrier to working in another EU Member State (47%), followed by not wanting to live or work in another country (32%) and language barriers (20%). Reputation and years of experience are the most criteria for assessing a medical professional (51% and 46% respectively say these criteria are very ), while the country where qualifications were obtained is the least of four possible criteria (31% say this is very ). A similar pattern applies to other professions, although fees are of greater importance when assessing a professional like an accountant, architect, lawyer or tax advisor (46% very ), a professional like a plumber, builder or electrician (44%) or a hairdresser (31% very ). In all cases, the country where qualifications were obtained is the least criterion. 102

A minority of EU citizens say that it is totally justified that there are legal requirements for completing traineeships or achieving certain specific qualifications in relation to real estate agents (35%) or hairdressers (24%). For professions in relation to law and accountancy (62%) and design and building professions (53%), the majority of EU citizens perceived that it is justified that there are legal requirements for completing traineeships or achieving certain specific qualifications. Financial crisis More than half of EU citizens feel at least fairly well informed about the causes of the financial and economic crisis (54%), although 35% do not feel very well informed and 10% not at all informed. Confidence in various institutions and organisations has decreased as a result of the financial and economic crisis: 64% say their confidence in national authorities has decreased, and 63% say the same about the financial industry. More than half also say that their confidence has decreased in European institutions (55%) and credit rating agencies (54%). EU citizens are somewhat less likely to say that their confidence in their banks has decreased (41%). Countries in the Euro area are more likely than those outside the Euro area to say that their confidence has decreased, and this applies to all five of the institutions or organisations. The biggest difference is in relation to credit rating agencies (64% compared with 36%). Most EU citizens (74%) say that banks should be restricted in terms of how they invest the deposits that they receive. This is higher among EU15 citizens than NMS12 citizens (79% compared with 55%). The two most favoured restrictions are tougher supervision (66%) and making banks and their management directly responsible for all losses (62%). There is also some support for requiring banks to hold much more capital which they can use to pay off any losses (38%), limiting the activities that banks are allowed to engage in (35%) and moving the more risky activities of a bank to a different part which would be a separate legal entity (27%). The majority of EU citizens (78%) would prefer to stay secure rather than to switch their deposits to another bank offering higher interest rates (14%) if they had no information about this bank s financial situation. The proportions who would consider switching varies by country: it is highest in Austria (34%) and lowest in Cyprus (4%). 103

ANNEXES

TECHNICAL SPECIFICATIONS

EUROBAROMETER Public opinion in the European Union TECHNICAL SPECIFICATIONS Between the 26 April and 14 May 2013, TNS opinion & social, a consortium created between TNS plc and TNS opinion, carried out the wave of the EUROBAROMETER survey, on request of the EUROPEAN COMMISSION, Directorate-General for Communication, Research and Speechwriting. The special EUROBAROMETER 398 survey is part of wave and covers the population of the respective nationalities of the European Union Member States, resident in each of the Member States and aged 15 years and over. The special EUROBAROMETER 398 survey has also been conducted in Croatia where the survey covers the national population of citizens and the population of citizens of all the European Union Member States that are residents in this country and have a sufficient command of the national languages to answer the questionnaire. The basic sample design applied in all states is a multi-stage, random (probability) one. In each country, a number of sampling points was drawn with probability proportional to population size (for a total coverage of the country) and to population density. In order to do so, the sampling points were drawn systematically from each of the "administrative regional units", after stratification by individual unit and type of area. They thus represent the whole territory of the countries surveyed according to the EUROSTAT NUTS II (or equivalent) and according to the distribution of the resident population of the respective nationalities in terms of metropolitan, urban and rural areas. In each of the selected sampling points, a starting address was drawn, at random. Further addresses (every Nth address) were selected by standard "random route" procedures, from the initial address. In each household, the respondent was drawn, at random (following the "closest birthday rule"). All interviews were conducted face-to-face in people's homes and in the appropriate national language. As far as the data capture is concerned, CAPI (Computer Assisted Personal Interview) was used in those countries where this technique was available. For each country a comparison between the sample and the universe was carried out. The Universe description was derived from Eurostat population data or from national statistics offices. For all countries surveyed, a national weighting procedure, using marginal and intercellular weighting, was carried out based on this Universe description. In all countries, gender, age, region and size of locality were introduced in the iteration procedure. For international weighting (i.e. EU averages), TNS Opinion & Social applies the official population figures as provided by EUROSTAT or national statistic offices. The total population figures for input in this post-weighting procedure are listed below. TS1

Readers are reminded that survey results are estimations, the accuracy of which, everything being equal, rests upon the sample size and upon the observed percentage. With samples of about 1,000 interviews, the real percentages vary within the following confidence limits: Statistical Margins due to the sampling process (at the 95% level of confidence) various sample sizes are in rows various observed results are in columns 5% 10% 15% 20% 25% 30% 35% 40% 45% 50% 95% 90% 85% 80% 75% 70% 65% 60% 55% 50% N=50 6,0 8,3 9,9 11,1 12,0 12,7 13,2 13,6 13,8 13,9 N=50 N=500 1,9 2,6 3,1 3,5 3,8 4,0 4,2 4,3 4,4 4,4 N=500 N=1000 1,4 1,9 2,2 2,5 2,7 2,8 3,0 3,0 3,1 3,1 N=1000 N=1500 1,1 1,5 1,8 2,0 2,2 2,3 2,4 2,5 2,5 2,5 N=1500 N=2000 1,0 1,3 1,6 1,8 1,9 2,0 2,1 2,1 2,2 2,2 N=2000 N=3000 0,8 1,1 1,3 1,4 1,5 1,6 1,7 1,8 1,8 1,8 N=3000 N=4000 0,7 0,9 1,1 1,2 1,3 1,4 1,5 1,5 1,5 1,5 N=4000 N=5000 0,6 0,8 1,0 1,1 1,2 1,3 1,3 1,4 1,4 1,4 N=5000 N=6000 0,6 0,8 0,9 1,0 1,1 1,2 1,2 1,2 1,3 1,3 N=6000 N=7000 0,5 0,7 0,8 0,9 1,0 1,1 1,1 1,1 1,2 1,2 N=7000 N=7500 0,5 0,7 0,8 0,9 1,0 1,0 1,1 1,1 1,1 1,1 N=7500 N=8000 0,5 0,7 0,8 0,9 0,9 1,0 1,0 1,1 1,1 1,1 N=8000 N=9000 0,5 0,6 0,7 0,8 0,9 0,9 1,0 1,0 1,0 1,0 N=9000 N=10000 0,4 0,6 0,7 0,8 0,8 0,9 0,9 1,0 1,0 1,0 N=10000 N=11000 0,4 0,6 0,7 0,7 0,8 0,9 0,9 0,9 0,9 0,9 N=11000 N=12000 0,4 0,5 0,6 0,7 0,8 0,8 0,9 0,9 0,9 0,9 N=12000 N=13000 0,4 0,5 0,6 0,7 0,7 0,8 0,8 0,8 0,9 0,9 N=13000 N=14000 0,4 0,5 0,6 0,7 0,7 0,8 0,8 0,8 0,8 0,8 N=14000 N=15000 0,3 0,5 0,6 0,6 0,7 0,7 0,8 0,8 0,8 0,8 N=15000 5% 10% 15% 20% 25% 30% 35% 40% 45% 50% 95% 90% 85% 80% 75% 70% 65% 60% 55% 50% TS2

ABBR. COUNTRIES INSTITUTES N INTERVIEWS FIELDWORK DATES POPULATION 15+ BE Belgium TNS Dimarso 1.000 27/04/2013 13/05/2013 8.939.546 BG Bulgaria TNS BBSS 1.018 26/04/2013 06/05/2013 6.537.510 CZ Czech Rep. TNS Aisa 1.000 27/04/2013 09/05/2013 9.012.443 Denmark TNS Gallup 1.004 26/04/2013 13/05/2013 4.561.264 DE Germany TNS Infratest 1.499 26/04/2013 12/05/2013 64.336.389 EE Estonia Emor 1.003 26/04/2013 12/05/2013 945.733 IE Ireland IMS Millward Brown 1.002 27/04/2013 12/05/2013 3.522.000 EL Greece TNS ICAP 1.000 26/04/2013 11/05/2013 8.693.566 ES Spain TNS Demoscopia 1.003 27/04/2013 12/05/2013 39.127.930 FR France TNS Sofres 1.027 26/04/2013 13/05/2013 47.756.439 IT Italy TNS Italia 1.016 28/04/2013 10/05/2013 51.862.391 CY Rep. of Cyprus Synovate 505 26/04/2013 12/05/2013 660.400 LV Latvia TNS Latvia 1.006 26/04/2013 13/05/2013 1.447.866 LT Lithuania TNS LT 1.027 27/04/2013 12/05/2013 2.829.740 LU Luxembourg TNS ILReS 505 26/04/2013 14/05/2013 434.878 HU Hungary TNS Hoffmann Kft 1.033 27/04/2013 12/05/2013 8.320.614 MT Malta MISCO 500 26/04/2013 11/05/2013 335.476 NL Netherlands TNS NIPO 1.019 27/04/2013 13/05/2013 13.371.980 Österreichisches AT Austria 1.022 27/04/2013 12/05/2013 7.009.827 Gallup-Institut PL Poland TNS OBOP 1.000 27/04/2013 13/05/2013 32.413.735 PT Portugal TNS EUROTESTE 1.015 02/05/2013 14/05/2013 8.080.915 RO Romania TNS CSOP 1.027 27/04/2013 11/05/2013 18.246.731 SI Slovenia RM PLUS 1.017 27/04/2013 12/05/2013 1.759.701 SK Slovakia TNS Slovakia 1.000 29/04/2013 12/05/2013 4.549.955 FI Finland TNS Gallup Oy 1.003 26/04/2013 14/05/2013 4.440.004 SE Sweden TNS GALLUP 1.006 27/04/2013 12/05/2013 7.791.240 UK United Kingdom TNS UK 1.306 27/04/2013 14/05/2013 51.848.010 TOTAL 26.563 26/04/2013 14/05/2013 408.836.283 EU27 HR Croatia Puls 1.000 27/04/2013 12/05/2013 3.749.400 TOTAL EU28 27.563 26/04/2013 14/05/2013 412.585.683 TS3

QUESTIONNAIRE

A. Internal Market ASK ALL QA1a QA1b During the past 12 months, did you purchase any products or services online from? (READ OUT MULTIPLE ANSWERS POSSIBLE) A seller located in (OUR COUNTRY) A seller located in another EU Member State A seller located in another country outside the EU You did not make any online purchases Purchased online but do not know where the seller was located (SPONTANEOUS) NEW How often did you in the last 12 months purchase products or services online from? (SHOW CARD WITH SCALE ONE ANSWER PER LINE) 1 2 3 NEW (READ OUT) (IF CODE 1 IN QA1a) Sellers located in (OUR COUNTRY) (IF CODE 2 IN QA1a) Sellers located in another EU Member State (IF CODE 3 IN QA1a) Sellers located in another country outside the EU Several times a month Once a month Every 2-3 months Less often 1, 2, 3, 4, 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 5 6 Q1

ASK QA2a IF "HAS PURCHASED PRODUCTS OR SERVICES ONLINE FROM SELLERS LOCATED IN (OUR COUNTRY)", CODE 1 IN QA1a OTHERS GO TO QA2a When you have purchased products or services online from a seller located in (OUR COUNTRY), have you experienced any of the following problems? ASK QA2b IF "HAS PURCHASED PRODUCTS OR SERVICES ONLINE FROM SELLERS LOCATED IN ANOTHER EU MEMBER STATE", CODE 2 IN QA1a OTHERS GO TO QA3a QA2b When you have purchased products or services online from a seller located in another EU Member State, have you experienced any of the following problems? (SHOW CARD MULTIPLE ANSWERS POSSIBLE PER COLUMN) QA2a QA2b (READ OUT ROTATE) (OUR COUNTRY) Another EU MS A delay in the delivery 1, 1, Delivery costs higher than stated 2, 2, Delivery costs are too high 3, 3, You had to return the product 4, 4, It was not possible to return the product for reimbursement 5, 5, The product was not delivered but was still 6, 6, The product was returned to the seller but not reimbursed 7, 7, The package had been lost in the post when returned to the seller 8, 8, There were no means to track the delivery status 9, 9, Delivery at home when nobody was there 10, 10, You needed to collect the package from a collection point far away 11, 11, The collection point opening hours were not convenient 12, 12, The delivered product was different from the one you ordered 13, 13, The delivered product was faulty and there were problems with the guarantee 14, 14, Other (SPONTANEOUS) 15, 15, None (SPONTANEOUS) 16 16 17 17 NEW Q2

ASK QA3a IF "HAS NOT PURCHASED PRODUCTS OR SERVICES ONLINE FROM SELLERS LOCATED IN (OUR COUNTRY)", NO CODE 1 IN QA1a OTHERS GO TO QA3b QA3a Why do you not purchase products or services online from sellers located in (OUR COUNTRY)? ASK QA3b IF "HAS NOT PURCHASED PRODUCTS OR SERVICES ONLINE FROM SELLERS LOCATED IN ANOTHER EU MS", NO CODE 2 IN QA1a OTHERS GO TO QA4 QA3b Why do you not purchase products or services online from sellers located in another EU Member State? (SHOW CARD MULTIPLE ANSWERS POSSIBLE PER COLUMN) QA3a QA3b (READ OUT ROTATE) (OUR COUNTRY) Another EU MS You don't need to 1, 1, You don't know how to buy online 2, 2, You prefer to buy in shops 3, 3, You don't trust the quality of a product you can't see or touch 4, 4, You are concerned that the products you purchase will not be delivered 5, 5, You are concerned about the security of online payments 6, 6, You are concerned about giving your personal data online 7, 7, It is too complicated 8, 8, Delivery costs are too high 9, 9, You had a bad experience in the past and you do not want to try it again 10, 10, You are concerned about returning products or getting reimbursed 11, 11, You are concerned about guarantees or repairing faulty products 12, 12, Other (SPONTANEOUS) 13, 13, None (SPONTANEOUS) 14 14 15 15 NEW Q3

ASK ALL QA4 Which, if any, of the following improvements to the delivery process would make you more likely to purchase online from sellers located in another EU Member State? (SHOW CARD READ OUT ROTATE MULTIPLE ANSWERS POSSIBLE) Being able to know the time and day the products will be delivered 1, Being able to track the product's location or status at any time 2, Cheaper prices than now for deliveries from abroad 3, An easier return process than now 4, More convenient delivery options that do not require home 5, delivery Other (SPONTANEOUS) None, the delivery service is fine (SPONTANEOUS) None, you would never purchase online from abroad (SPONTANEOUS) NEW 6, 7 8 9 ASK QA5 IF "HAS PURCHASED PRODUCTS OR SERVICES ONLINE FROM SELLERS LOCATED IN (OUR COUNTRY) OR IN ANOTHER EU MEMBER STATE", CODE 1 OR 2 IN QA1a OTHERS GO TO QA6 QA5 When you are purchasing products or services online, which of the following do you do to assess if an online retailer's website is trustworthy? (SHOW CARD WITH SCALE ONE ANSWER PER LINE) (READ OUT) Always Sometimes Never 1 You only use the websites of wellknown brands You check on the website if the 1 2 3 4 2 online shop is accredited with a trust mark label or logo 1 2 3 4 3 You check online reviews from other buyers 1 2 3 4 NEW ASK ALL QA6 In the last 12 months, have you ever considered purchasing products or services online but then changed your mind because you did not trust the online retailer? (READ OUT MULTIPLE ANSWERS POSSIBLE) Yes, an online retailer located in (OUR COUNTRY) Yes, an online retailer located in another EU Member State Yes, an online retailer located in another country outside the EU Yes, but you don t know where the retailer was located (SPONTANEOUS) No NEW 1, 2, 3, 4, 5 6 Q4

QA7 ASK QA7 IF"YES", CODE 1 TO 4 IN QA6 OTHERS GO TO QA8 Why did you not trust the online retailer? (SHOW CARD READ OUT MULTIPLE ANSWERS POSSIBLE) You had not heard of the online retailer before The website did not have a trust mark label or logo The reviews from other buyers were negative The website did not have information about the delivery process The website did not have information about the return process You did not know where the retailer was located You encountered language problems Other (SPONTANEOUS) NEW ASK ALL 1, 2, 3, 4, 5, 6, 7, 8, 9 QA8 In the last 12 months, have you ever experienced any of the following when you tried to purchase a product or a service online from a seller located in another EU Member State? SHOW CARD READ OUT ROTATE MULTIPLE ANSWERS POSSIBLE) You were redirected to a website in (OUR COUNTRY) where the prices were different The website didn t deliver to (OUR COUNTRY) The website didn t accept the payment methods available in (OUR COUNTRY) You were requested to buy an additional guarantee or pay additional fees You could not get the extra benefits offered, as for example free cancellation or free delivery The website was not available in your language The website content (e.g. film, music) was not available in (OUR COUNTRY) and you were blocked from using it You never buy online (SPONTANEOUS) None (SPONTANEOUS) NEW 1, 2, 3, 4, 5, 6, 7, 8 9 10 Q5

ASK QA9 TO QA11 IF "HAS PURCHASED PRODUCTS OR SERVICES ONLINE FROM SELLERS LOCATED IN (OUR COUNTRY) OR IN ANOTHER EU MEMBER STATE", CODE 1 OR 2 IN QA1a OTHERS GO TO QA12 QA9 QA10 QA11 In the last 12 months, have you purchased any of the following products or services online in (OUR COUNTRY) or in another EU Member State which were delivered to you digitally (e.g. by email, download, streaming, etc.)? (SHOW CARD READ OUT ROTATE MULTIPLE ANSWERS POSSIBLE) Music 1, Films 2, Magazines, newspapers, e-books or audiobooks 3, Financial or insurance services 4, Computer software 5, Telecommunication services (e.g. TV, Internet, phone) 6, Accommodation bookings (e.g. hotels) 7, Travel tickets (e.g. trains, flights) 8, Tickets for events (e.g. concerts) 9, Games 10, Smartphone applications 11, Other (SPONTANEOUS) 12, None (SPONTANEOUS) 13 14 NEW In the last 12 months, have you purchased any of the following products online in (OUR COUNTRY) or in another EU Member State to be delivered to you physically? (SHOW CARD READ OUT ROTATE MULTIPLE ANSWERS POSSIBLE) CDs or DVDs of music or films 1, Magazines, newspapers or books 2, Electronic equipment 3, Household equipment (e.g. furniture or domestic appliances, etc.) 4, Groceries 5, Clothes or shoes 6, Medicines 7, Other (SPONTANEOUS) 8, None (SPONTANEOUS) 9 10 NEW When you purchase products or services online in (OUR COUNTRY) or in another EU Member State, which of the following do you use? (SHOW CARD READ OUT MULTIPLE ANSWERS POSSIBLE) A desktop computer A laptop A tablet A smartphone Other (SPONTANEOUS) None (SPONTANEOUS) NEW 1, 2, 3, 4, 5, 6 7 Q6

ASK ALL QA12 QA13 Are you currently working or have you previously worked in an EU Member State other than your "home country" (i.e. where you lived most of your life) for at least 6 months? (M) (READ OUT ONE ANSWER ONLY) Yes, you worked for at least 6 months in another EU Member State than your "home country" and you are not working there anymore (M) Yes, you are currently working in another EU Member State than your "home country" for at least 6 months (M) No 75.1 QD2a TREND MODIFIED Would you consider working (again) in an EU Member State other than your "home country" (i.e. where you lived most of your life) in the next 2 to 5 years? (READ OUT ONE ANSWER ONLY) Yes, definitely Yes, probably No, probably not No, definitely not NEW (BASED ON 75.1 QD2b) 1 2 3 4 1 2 3 4 5 ASK QA14 IF "WOULD CONSIDER WORKING IN ANOTHER EU MS", CODE 1 OR 2 IN QA13 OTHERS GO TO QA15 QA14 What would be the main reasons why you would consider working in another EU Member State? (SHOW CARD READ OUT ROTATE MULTIPLE ANSWERS POSSIBLE) To get a better salary 1, To benefit from better working conditions other than salary 2, You would like to live or work in a different country even if economic conditions are not much better there You cannot find a job in (OUR COUNTRY) For family or personal reasons Professional development or career opportunities are better for your profession in other EU Member States There are better social guarantees for employees in other EU Member States To pay lower taxes Working abroad will contribute to your pension credits in (OUR COUNTRY) Other (SPONTANEOUS) None (SPONTANEOUS) NEW 3, 4, 5, 6, 7, 8, 9, 10, 11 12 Q7

ASK QA15 IF "WOULD NOT CONSIDER WORKING IN ANOTHER EU MS", CODE 3 OR 4 IN QA13 OTHERS GO TO QA16 QA15 What would be the main reasons why you would not consider working in another EU Member State? (SHOW CARD READ OUT ROTATE MULTIPLE ANSWERS POSSIBLE) You don t want to work or live in another country 1, You don t know the language 2, You don t know how to look for a job in other countries 3, You would not be able to find a better job abroad 4, For family or personal reasons 5, You have better opportunities in (OUR COUNTRY) 6, You don t know if time spent working abroad would count towards 7, your pension entitlement You are concerned about foreign tax systems and laws There are worse social guarantees for employees in other EU Member States You are concerned that your qualifications will not be recognised in other EU Member States Other (SPONTANEOUS) None (SPONTANEOUS) NEW (BASED ON 75.1 QD3a&b) 8, 9, 10, 11, 12 13 ASK ALL QA16 QA17 Imagine that you want to assess the quality of a medical professional (such as a doctor, a nurse, a physiotherapist or a psychologist), who speaks your language. Please tell me how each of the following criteria would be for you. (SHOW CARD WITH SCALE ONE ANSWER PER LINE) 1 2 3 4 NEW Imagine that you want to assess the quality of a hairdresser who speaks your language. Please tell me how each of the following criteria would be for you. (SHOW CARD WITH SCALE ONE ANSWER PER LINE) 1 2 3 4 NEW (READ OUT ROTATE) Their reputation 1 2 3 4 5 The country where they obtained their qualifications 1 2 3 4 5 Their fees 1 2 3 4 5 Years of experience 1 2 3 4 5 (READ OUT ROTATE) Very Very Fairly Fairly Not very Not very Not at all Not at all Their reputation 1 2 3 4 5 The country where they obtained their qualifications 1 2 3 4 5 Their fees 1 2 3 4 5 Years of experience 1 2 3 4 5 Q8

QA18 Imagine that you want to assess the quality of a professional like an accountant, an architect, a lawyer or a tax advisor who speaks your language. Please tell me how each of the following criteria would be for you. (SHOW CARD WITH SCALE ONE ANSWER PER LINE) (READ OUT ROTATE) Very Fairly Not very Not at all 1 2 3 4 NEW Their reputation 1 2 3 4 5 The country where they obtained their qualifications 1 2 3 4 5 Their fees 1 2 3 4 5 Years of experience 1 2 3 4 5 QA19 QA20 Imagine that you want to assess the quality of a professional like a plumber, a builder or an electrician who speaks your language. Please tell me how each of the following criteria would be for you. (SHOW CARD WITH SCALE ONE ANSWER PER LINE) 1 2 3 4 NEW As you may know, access to some professions requires by law in some countries the completion of a traineeship or achieving certain specific qualifications while in others the decision is left to the employer and to the consumer. For each of the following professions, please tell me if you think it is justified or not to place such legal requirements? (SHOW CARD WITH SCALE ONE ANSWER PER LINE) 1 2 3 4 NEW (READ OUT ROTATE) Their reputation 1 2 3 4 5 The country where they obtained their qualifications 1 2 3 4 5 Their fees 1 2 3 4 5 Years of experience 1 2 3 4 5 (READ OUT) Very Totally justified Fairly Fairly justified Not very Fairly unjustified Not at all Totally unjustified Hairdressers 1 2 3 4 5 Law and accountancy professions (lawyers, accountants, tax advisors, etc.) 1 2 3 4 5 Real estate agents 1 2 3 4 5 Design and building professions (e.g. architects, builders, plumbers, electricians, etc.) 1 2 3 4 5 Q9

QA21 QA22 How informed do you feel about the causes of the financial and economic crisis? (READ OUT ONE ANSWER ONLY) Very well informed Fairly well informed Not very well informed Not at all informed NEW To what extent, if at all, has the financial and economic crisis affected your confidence in the following? Has your confidence increased, stayed the same or decreased? (SHOW CARD WITH SCALE ONE ANSWER PER LINE) 1 2 3 4 5 (READ OUT) Stayed the same 1 2 3 4 5 Increased Decreased Your own bank(s) 1 2 3 4 The financial industry 1 2 3 4 National authorities in (OUR COUNTRY) (e.g. Government, Parliament, regulatory bodies) 1 2 3 4 European institutions 1 2 3 4 Credit rating agencies 1 2 3 4 NEW QA23a Do you think that banks should be restricted in terms of how they invest the deposits that they receive? (ONE ANSWER ONLY) Yes No NEW 1 2 3 QA23b ASK QA23b IF "YES", CODE 1 IN QA23a OTHERS GO TO QA24 Which measures should be used to achieve this? (SHOW CARD READ OUT MULTIPLE ANSWERS POSSIBLE) Making the banks and their management directly responsible for all losses including fines and unlimited liability Imposing tougher supervision of the banks Limiting the activities that banks are allowed to engage in Moving the more risky activities of a bank into a different part which would be a separate legal entity Requiring banks to hold much more capital which they can use to pay for any losses Other (SPONTANEOUS) NEW 1, 2, 3, 4, 5, 6, 7 Q10

ASK ALL QA24 Would you consider switching your deposits to another bank offering a higher interest rate, even if you had no information about this bank s financial situation? (READ OUT ONE ANSWER ONLY) Yes, but only if this bank s interest rate is much higher Yes, even if this bank s interest rate is only slightly higher No, security is more to you NEW 1 2 3 4 Q11

TABLES

QA1a Au cours des 12 derniers mois, avez-vous acheté en ligne des produits ou services auprès? (PLUSIEURS REPONSES POSSIBLES) QA1a During the past 12 months, did you purchase any products or services online from? (MULTIPLE ANSWERS POSSIBLE) QA1a Haben Sie in den letzten 12 Monaten im Internet irgendwelche Produkte oder Dienstleistungen von...? (MEHRFACHNENNUNGEN MÖGLICH) D un vendeur situé en (NOTRE PAYS) D un vendeur situé dans un autre Etat membre de l UE D un vendeur situé dans un pays en dehors de l UE Vous n avez pas fait d achat en ligne A seller located in (OUR COUNTRY) A seller located in another EU Member State A seller located in another country outside the EU You did not make any online purchases Einem Händler gekauft, der in (UNSEREM LAND) ansässig ist Einem Händler gekauft, der in einem anderen Mitgliedstaat der EU ansässig ist Einem Händler gekauft, der in einem anderen Land außerhalb der EU ansässig ist Sie haben keine Einkäufe im Internet getätigt % EU 27 BE BG CZ DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK HR 40 11 6 53 32 21 7 56 18 5 2 79 44 5 3 54 70 36 15 24 55 11 4 40 30 15 6 50 39 34 13 36 17 7 53 13 8 43 21 6 2 65 7 21 26 9 3 67 10 50 8 43 20 3 72 17 10 24 38 31 8 53 29 2 17 2 1 74 30 14 6 64 40 14 4 76 23 9 5 69 11 69 25 13 8 61 1 75 6 36 24 57 2 70 9 4 1 82 3 57 54 22 10 39 70 25 15 21 62 13 13 35 9 6 5 84 T1

QA1a Au cours des 12 derniers mois, avez-vous acheté en ligne des produits ou services auprès? (PLUSIEURS REPONSES POSSIBLES) QA1a During the past 12 months, did you purchase any products or services online from? (MULTIPLE ANSWERS POSSIBLE) QA1a Haben Sie in den letzten 12 Monaten im Internet irgendwelche Produkte oder Dienstleistungen von...? (MEHRFACHNENNUNGEN MÖGLICH) A acheté en ligne, mais ne sait pas où était situé le vendeur (SPONTANE) NSP Total 'Oui' Purchased online but do not know where the seller was located (SPONTANEOUS) Total 'Yes' % EU 27 BE BG CZ DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK HR Sie haben etwas im Internet gekauft, wissen aber nicht, wo der Händler ansässig war (SPONTAN) WN Total 'Oui' 3 2 45 2 0 44 0 0 21 1 0 46 1 0 76 3 3 58 8 4 46 2 7 57 3 0 24 2 2 29 2 0 57 6 5 30 4 1 30 3 3 37 0 3 30 3 1 56 3 1 25 3 0 43 1 0 75 2 0 47 0 1 30 7 0 18 5 3 23 1 0 36 0 0 43 4 0 61 6 0 79 1 1 64 1 1 16 T2

QA1b.1 Au cours des 12 derniers mois, à quelle fréquence avez-vous acheté en ligne des produits ou services auprès? D un vendeur situé en (NOTRE PAYS) QA1b.1 How often did you in the last 12 months purchase products or services online from? Sellers located in (OUR COUNTRY) QA1b.1 Wie oft haben Sie in den letzten 12 Monaten im Internet Produkte oder Dienstleistungen von? Händlern gekauft, die in (UNSEREM LAND) ansässig sind Plusieurs fois par mois Une fois par mois Tous les 2-3 mois Moins souvent NSP Several times a month Once a month Every 2-3 months Less often Mehrmals pro Monat Einmal pro Monat Alle 2 bis 3 Monate Seltener WN % EU 27 BE BG CZ DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK HR 16 19 31 34 0 8 11 35 46 0 6 14 36 43 1 7 13 32 47 1 14 22 33 31 0 18 22 32 28 0 10 15 29 46 0 8 21 37 34 2 9 20 69 0 6 16 23 55 11 16 36 37 0 6 8 29 57 0 12 31 54 3 11 16 26 47 5 12 30 53 0 20 22 16 41 3 10 27 60 0 3 30 25 42 16 21 31 32 0 11 20 39 29 14 16 36 34 0 5 24 14 57 5 11 21 59 4 3 17 27 53 4 14 30 52 0 7 14 33 46 10 25 40 25 0 31 27 24 18 3 11 35 51 0 0 0 0 0 1 0 1 0 0 0 0 T3

QA1b.2 Au cours des 12 derniers mois, à quelle fréquence avez-vous acheté en ligne des produits ou services auprès? D un vendeur situé dans un autre Etat membre de l UE QA1b.2 How often did you in the last 12 months purchase products or services online from? Sellers located in another EU Member State QA1b.2 Wie oft haben Sie in den letzten 12 Monaten im Internet Produkte oder Dienstleistungen von? Händlern gekauft, die in einem anderen Mitgliedstaat der EU ansässig sind Plusieurs fois par mois Une fois par mois Tous les 2-3 mois Moins souvent NSP Several times a month Once a month Every 2-3 months Less often Mehrmals pro Monat Einmal pro Monat Alle 2 bis 3 Monate Seltener WN % EU 27 BE BG CZ DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK HR 6 13 27 54 0 12 11 24 53 0 8 3 32 55 2 1 6 30 63 0 8 9 28 55 0 4 12 29 55 0 7 9 32 52 0 9 21 32 37 4 8 35 53 0 7 18 23 51 8 6 31 55 0 4 25 26 45 4 14 35 47 0 4 24 32 40 8 14 28 50 0 13 23 28 36 16 3 13 68 0 9 27 44 20 8 9 16 66 1 5 14 38 43 4 33 20 43 0 7 13 25 55 6 12 12 65 5 3 15 31 51 2 11 26 61 0 6 9 26 59 3 7 21 68 1 6 18 23 53 4 12 33 51 0 1 1 0 0 0 0 0 0 0 0 0 T4

QA1b.3 Au cours des 12 derniers mois, à quelle fréquence avez-vous acheté en ligne des produits ou services auprès? D un vendeur situé dans un pays en dehors de l UE QA1b.3 How often did you in the last 12 months purchase products or services online from? Sellers located in another country outside the EU QA1b.3 Wie oft haben Sie in den letzten 12 Monaten im Internet Produkte oder Dienstleistungen von? Händlern gekauft, die in einem anderem Land außerhalb der EU ansässig sind Plusieurs fois par mois Une fois par mois Tous les 2-3 mois Moins souvent NSP Several times a month Once a month Every 2-3 months Less often Mehrmals pro Monat Einmal pro Monat Alle 2 bis 3 Monate Seltener WN % EU 27 BE BG CZ DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK HR 7 12 20 60 1 8 20 18 54 0 8 24 68 0 8 4 33 55 9 10 26 55 0 0 16 13 71 0 13 9 11 67 0 8 23 22 46 0 5 42 53 0 7 9 29 55 7 9 21 60 3 13 8 27 52 2 7 35 54 2 11 18 20 51 11 14 20 52 3 16 17 24 43 14 0 16 70 0 10 13 38 39 8 10 13 69 0 12 19 24 44 0 28 34 38 0 16 17 0 67 21 43 0 36 0 6 11 30 53 0 3 36 61 0 8 10 21 61 4 9 23 62 2 7 13 15 64 10 13 36 41 0 0 0 1 0 0 0 0 0 1 0 0 0 1 T5

QA2a Lorsque vous avez acheté en ligne des produits ou services provenant d un vendeur situé en (NOTRE PAYS), avezvous rencontré les problèmes suivants? (PLUSIEURS REPONSES POSSIBLES) QA2a When you have purchased products or services online from a seller located in (OUR COUNTRY), have you experienced any of the following problems? (MULTIPLE ANSWERS POSSIBLE) QA2a Haben Sie beim Online-Kauf von Produkten oder Dienstleistungen von einem Händler, der in (UNSEREM LAND) ansässig ist, eines oder mehrere der folgenden Probleme erlebt? (MEHRFACHNENNUNGEN MÖGLICH) Un retard dans la livraison Des frais de livraison plus élevés que ce qui était indiqué Les frais de livraison sont trop élevés Vous avez dû retourner le produit A delay in the delivery Delivery costs higher than stated Delivery costs are too high You had to return the product Eine Verzögerung bei der Lieferung Höhere Versandkosten als angegeben Versandkosten sind zu hoch Sie mussten das Produkt zurücksenden % EU 27 BE BG CZ DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK 13 2 7 10 10 3 8 5 10 2 6 2 14 2 6 9 14 2 5 11 13 2 8 15 12 2 3 4 13 3 6 5 8 0 5 1 8 3 5 3 15 1 6 8 12 3 9 2 6 3 3 6 8 1 6 4 8 1 1 5 6 3 4 0 8 6 6 2 11 0 0 0 19 1 5 13 22 7 15 14 14 3 7 4 5 0 0 1 9 3 6 7 11 1 6 5 14 2 7 10 10 0 1 8 11 0 2 11 14 3 9 14 HR 21 3 4 2 T6

QA2a Lorsque vous avez acheté en ligne des produits ou services provenant d un vendeur situé en (NOTRE PAYS), avezvous rencontré les problèmes suivants? (PLUSIEURS REPONSES POSSIBLES) QA2a When you have purchased products or services online from a seller located in (OUR COUNTRY), have you experienced any of the following problems? (MULTIPLE ANSWERS POSSIBLE) QA2a Haben Sie beim Online-Kauf von Produkten oder Dienstleistungen von einem Händler, der in (UNSEREM LAND) ansässig ist, eines oder mehrere der folgenden Probleme erlebt? (MEHRFACHNENNUNGEN MÖGLICH) Impossible de retourner le produit contre remboursement Le produit n a pas été livré mais a bien été facturé Le produit a été retourné au vendeur mais n a pas été remboursé Le paquet a été perdu par la poste lorsqu il a été retourné au vendeur It was not possible to return the product for reimbursement The product was not delivered but was still invoiced The product was returned to the seller but not reimbursed The package had been lost in the post when returned to the seller % EU 27 BE BG CZ DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK Es war nicht möglich, das Produkt gegen Rückerstattung zurückzusenden Das Produkt wurde nicht geliefert, aber trotzdem in Rechnung gestellt Das Produkt wurde an den Händler zurückgesandt, aber der Kaufpreis wurde nicht erstattet Das Paket war bei der Rücksendung an den Händler auf dem Postweg verloren gegangen 1 3 1 2 1 1 2 1 2 0 1 0 2 2 1 1 1 3 1 1 2 3 1 2 1 3 0 0 2 2 1 1 2 1 1 1 2 1 1 0 1 3 1 2 0 1 0 1 9 0 0 3 2 2 0 1 1 1 0 1 4 2 0 0 4 1 2 1 0 3 0 0 2 3 1 2 1 2 2 0 2 1 1 1 1 3 1 1 2 2 2 0 1 1 1 1 0 1 1 1 1 2 2 1 0 1 0 2 2 4 1 3 HR 3 1 0 0 T7

QA2a Lorsque vous avez acheté en ligne des produits ou services provenant d un vendeur situé en (NOTRE PAYS), avezvous rencontré les problèmes suivants? (PLUSIEURS REPONSES POSSIBLES) QA2a When you have purchased products or services online from a seller located in (OUR COUNTRY), have you experienced any of the following problems? (MULTIPLE ANSWERS POSSIBLE) QA2a Haben Sie beim Online-Kauf von Produkten oder Dienstleistungen von einem Händler, der in (UNSEREM LAND) ansässig ist, eines oder mehrere der folgenden Probleme erlebt? (MEHRFACHNENNUNGEN MÖGLICH) Aucun moyen de suivre la livraison Livraison à domicile alors qu il n y avait personne Vous avez dû aller chercher le paquet à un point de retrait éloigné Les horaires d ouverture du point de retrait n étaient pas pratiques There were no means to track the delivery status Delivery at home when nobody was there You needed to collect the package from a collection point far away The collection point opening hours were not convenient Es gab keine Möglichkeit, den Sendestatus der Bestellung zu verfolgen Das Paket wurde nach Hause geliefert, als niemand da war Sie mussten das Paket von einer weit entfernten Sammelstelle / Filiale abholen Die Öffnungszeiten der Sammelstelle / Filiale waren ungünstig % EU 27 BE BG CZ DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK HR 5 15 3 2 6 14 3 1 0 4 2 3 5 9 2 7 21 4 5 4 18 4 2 1 3 0 4 7 2 1 1 0 1 2 4 1 4 11 4 3 4 8 1 0 3 0 0 4 3 2 2 3 2 2 4 21 11 3 4 3 4 7 4 0 5 22 2 2 8 23 8 4 5 1 0 1 4 1 4 9 4 2 3 5 2 5 8 1 1 4 3 2 4 8 5 3 7 25 4 4 3 3 1 1 3 1 1 1 6 4 0 4 0 2 0 3 T8

QA2a Lorsque vous avez acheté en ligne des produits ou services provenant d un vendeur situé en (NOTRE PAYS), avezvous rencontré les problèmes suivants? (PLUSIEURS REPONSES POSSIBLES) QA2a When you have purchased products or services online from a seller located in (OUR COUNTRY), have you experienced any of the following problems? (MULTIPLE ANSWERS POSSIBLE) QA2a Haben Sie beim Online-Kauf von Produkten oder Dienstleistungen von einem Händler, der in (UNSEREM LAND) ansässig ist, eines oder mehrere der folgenden Probleme erlebt? (MEHRFACHNENNUNGEN MÖGLICH) Le produit livré était différent du produit que vous aviez commandé Le produit livré était défectueux et il y a eu des problèmes avec la garantie Autre (SPONTANE) Aucun (SPONTANE) NSP The delivered product was different from the one you ordered The delivered product was faulty and there were problems with the guarantee Other (SPONTANEOUS) None (SPONTANEOUS) Sie haben ein anderes Produkt geliefert bekommen als Sie bestellt haben Das gelieferte Produkt war fehlerhaft und es gab Probleme mit der Garantie Sonstiges (SPONTAN) Nichts davon (SPONTAN) WN % EU 27 BE BG CZ DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK HR 4 3 2 61 0 4 2 3 58 1 6 8 1 74 0 10 4 1 58 1 6 2 2 57 0 4 4 2 57 0 4 1 2 69 5 3 1 2 66 0 1 2 2 85 0 3 2 2 72 0 3 3 3 62 0 2 2 0 72 0 0 0 0 80 0 6 5 2 63 5 5 2 5 70 3 0 0 6 64 0 5 4 1 70 1 7 0 0 73 0 5 3 3 56 0 6 7 2 45 0 5 2 5 66 1 1 1 1 85 0 2 1 3 62 8 5 1 2 71 0 8 4 0 58 0 2 1 4 70 1 4 3 2 67 0 4 3 2 54 1 7 2 3 62 0 T9

QA2b Lorsque vous avez acheté en ligne des produits ou services provenant d un vendeur situé dans un autre Etat membre de l UE, avez-vous rencontré les problèmes suivants? (PLUSIEURS REPONSES POSSIBLES) QA2b When you have purchased products or services online from a seller located in another EU Member State, have you experienced any of the following problems? (MULTIPLE ANSWERS POSSIBLE) QA2b Haben Sie beim Online-Kauf von Produkten oder Dienstleistungen von einem Händler, der in einem anderen EU- Mitgliedstaat ansässig ist, eines oder mehrere der folgenden Probleme erlebt? (MEHRFACHNENNUNGEN MÖGLICH) Un retard dans la livraison Des frais de livraison plus élevés que ce qui était indiqué Les frais de livraison sont trop élevés Vous avez dû retourner le produit A delay in the delivery Delivery costs higher than stated Delivery costs are too high You had to return the product Eine Verzögerung bei der Lieferung Höhere Versandkosten als angegeben Versandkosten sind zu hoch Sie mussten das Produkt zurücksenden % EU 27 BE BG CZ DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK 12 4 8 4 13 2 9 3 10 0 5 2 24 6 15 7 14 3 4 4 8 4 11 4 19 2 3 2 12 3 8 4 11 3 1 0 15 4 1 1 12 0 6 6 10 20 2 2 12 2 3 5 15 2 4 1 12 0 8 0 13 2 9 10 6 8 3 0 13 1 4 6 18 0 7 3 25 11 24 10 18 7 6 0 19 0 2 0 0 0 11 0 15 3 12 1 9 1 15 3 7 0 0 4 8 2 1 3 11 2 13 4 HR 11 7 3 3 T10

QA2b Lorsque vous avez acheté en ligne des produits ou services provenant d un vendeur situé dans un autre Etat membre de l UE, avez-vous rencontré les problèmes suivants? (PLUSIEURS REPONSES POSSIBLES) QA2b When you have purchased products or services online from a seller located in another EU Member State, have you experienced any of the following problems? (MULTIPLE ANSWERS POSSIBLE) QA2b Haben Sie beim Online-Kauf von Produkten oder Dienstleistungen von einem Händler, der in einem anderen EU- Mitgliedstaat ansässig ist, eines oder mehrere der folgenden Probleme erlebt? (MEHRFACHNENNUNGEN MÖGLICH) Impossible de retourner le produit contre remboursement Le produit n a pas été livré mais a bien été facturé Le produit a été retourné au vendeur mais n a pas été remboursé Le paquet a été perdu par la poste lorsqu il a été retourné au vendeur It was not possible to return the product for reimbursement The product was not delivered but was still invoiced The product was returned to the seller but not reimbursed The package had been lost in the post when returned to the seller % EU 27 BE BG CZ DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK Es war nicht möglich, das Produkt gegen Rückerstattung zurückzusenden Das Produkt wurde nicht geliefert, aber trotzdem in Rechnung gestellt Das Produkt wurde an den Händler zurückgesandt, aber der Kaufpreis wurde nicht erstattet Das Paket war bei der Rücksendung an den Händler auf dem Postweg verloren gegangen 1 3 0 1 0 1 0 1 0 0 2 0 3 14 0 3 3 4 1 2 1 5 0 1 1 1 0 0 2 1 0 1 0 0 0 0 0 1 0 1 0 3 0 0 2 4 2 0 1 0 3 2 1 4 1 1 0 1 0 1 1 3 1 1 3 0 0 0 2 4 1 3 1 2 0 1 4 1 1 0 0 9 0 0 2 2 0 0 0 0 0 0 0 2 0 2 2 1 1 0 0 2 0 2 0 1 0 1 2 2 1 1 HR 0 2 0 0 T11

QA2b Lorsque vous avez acheté en ligne des produits ou services provenant d un vendeur situé dans un autre Etat membre de l UE, avez-vous rencontré les problèmes suivants? (PLUSIEURS REPONSES POSSIBLES) QA2b When you have purchased products or services online from a seller located in another EU Member State, have you experienced any of the following problems? (MULTIPLE ANSWERS POSSIBLE) QA2b Haben Sie beim Online-Kauf von Produkten oder Dienstleistungen von einem Händler, der in einem anderen EU- Mitgliedstaat ansässig ist, eines oder mehrere der folgenden Probleme erlebt? (MEHRFACHNENNUNGEN MÖGLICH) Aucun moyen de suivre la livraison Livraison à domicile alors qu il n y avait personne Vous avez dû aller chercher le paquet à un point de retrait éloigné Les horaires d ouverture du point de retrait n étaient pas pratiques There were no means to track the delivery status Delivery at home when nobody was there You needed to collect the package from a collection point far away The collection point opening hours were not convenient Es gab keine Möglichkeit, den Sendestatus der Bestellung zu verfolgen Das Paket wurde nach Hause geliefert, als niemand da war Sie mussten das Paket von einer weit entfernten Sammelstelle / Filiale abholen Die Öffnungszeiten der Sammelstelle / Filiale waren ungünstig % EU 27 BE BG CZ DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK HR 5 10 3 2 3 7 2 1 2 5 0 0 5 8 9 7 14 4 4 4 17 3 6 1 1 0 3 6 3 0 1 0 1 0 5 0 3 9 1 1 1 7 1 2 2 0 2 7 1 2 1 3 2 0 5 24 10 0 6 0 0 1 9 2 5 11 0 2 11 23 13 0 0 0 0 0 3 0 4 0 0 4 5 5 1 3 2 0 0 7 4 1 7 6 3 1 9 12 5 5 2 0 0 3 1 1 0 1 4 6 2 7 0 0 1 3 T12

QA2b Lorsque vous avez acheté en ligne des produits ou services provenant d un vendeur situé dans un autre Etat membre de l UE, avez-vous rencontré les problèmes suivants? (PLUSIEURS REPONSES POSSIBLES) QA2b When you have purchased products or services online from a seller located in another EU Member State, have you experienced any of the following problems? (MULTIPLE ANSWERS POSSIBLE) QA2b Haben Sie beim Online-Kauf von Produkten oder Dienstleistungen von einem Händler, der in einem anderen EU- Mitgliedstaat ansässig ist, eines oder mehrere der folgenden Probleme erlebt? (MEHRFACHNENNUNGEN MÖGLICH) Le produit livré était différent du produit que vous aviez commandé Le produit livré était défectueux et il y a eu des problèmes avec la garantie Autre (SPONTANE) Aucun (SPONTANE) NSP The delivered product was different from the one you ordered The delivered product was faulty and there were problems with the guarantee Other (SPONTANEOUS) None (SPONTANEOUS) Sie haben ein anderes Produkt geliefert bekommen als Sie bestellt haben Das gelieferte Produkt war fehlerhaft und es gab Probleme mit der Garantie Sonstiges (SPONTAN) Nichts davon (SPONTAN) WN % EU 27 BE BG CZ DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK HR 3 1 3 64 0 3 1 3 63 1 7 0 0 76 2 0 0 6 38 0 6 2 2 62 0 2 1 4 61 0 3 2 1 69 0 2 2 1 66 1 3 1 0 82 0 4 1 1 70 0 4 1 1 67 0 5 2 2 62 0 3 3 0 81 0 6 2 2 65 2 6 3 1 62 4 3 1 4 52 0 7 0 0 77 0 4 7 0 63 0 0 1 2 67 0 4 6 1 41 1 0 0 20 40 0 0 0 0 78 0 0 0 0 89 0 3 2 5 61 0 3 4 0 67 0 2 1 4 72 0 3 1 2 74 0 2 1 2 63 1 0 3 0 74 0 T13

QA3a Pourquoi n achetez-vous pas en ligne des produits ou services provenant de vendeurs situés en (NOTRE PAYS)? (PLUSIEURS REPONSES POSSIBLES) QA3a Why do you not purchase products or services online from sellers located in (OUR COUNTRY)? (MULTIPLE ANSWERS POSSIBLE) QA3a Weshalb kaufen Sie im Internet keine Produkte oder Dienstleistungen von Händlern, die in (UNSEREM LAND) ansässig sind? (MEHRFACHNENNUNGEN MÖGLICH) Vous n en avez pas besoin Vous ne savez pas comment acheter en ligne Vous préférez acheter dans les magasins You don't need to You don't know how to buy online You prefer to buy in shops Sie haben keinen Bedarf Sie wissen nicht, wie man online einkauft Sie ziehen es vor, in Geschäften einzukaufen % EU 27 BE BG CZ DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK HR 33 15 37 30 15 46 29 12 40 31 21 46 40 13 38 24 14 41 41 10 35 28 14 33 32 20 41 45 16 35 34 15 44 31 13 35 30 21 58 44 12 23 54 9 25 18 7 46 39 14 38 32 28 39 20 6 52 40 15 45 39 11 32 35 25 34 29 16 30 29 14 49 35 19 43 44 8 31 30 11 41 21 18 32 39 12 24 T14

QA3a Pourquoi n achetez-vous pas en ligne des produits ou services provenant de vendeurs situés en (NOTRE PAYS)? (PLUSIEURS REPONSES POSSIBLES) QA3a Why do you not purchase products or services online from sellers located in (OUR COUNTRY)? (MULTIPLE ANSWERS POSSIBLE) QA3a Weshalb kaufen Sie im Internet keine Produkte oder Dienstleistungen von Händlern, die in (UNSEREM LAND) ansässig sind? (MEHRFACHNENNUNGEN MÖGLICH) Vous n avez pas confiance dans la qualité d un produit que vous ne pouvez pas voir ni toucher Vous craignez que les produits que vous achetez ne soient pas livrés Vous êtes préoccupé(e) par la sécurité des paiements en ligne You don't trust the quality of a product you can't see or touch You are concerned that the products you purchase will not be delivered You are concerned about the security of online payments Sie haben kein Vertrauen in die Qualität eines Produkts, das Sie nicht sehen oder anfassen können Sie haben Bedenken, dass die von Ihnen gekauften Produkte nicht geliefert werden Sie haben Bedenken bezüglich der Sicherheit von Online-Zahlungen % EU 27 BE BG CZ DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK HR 14 4 11 12 5 13 18 3 4 20 10 10 9 4 10 11 9 16 14 3 3 4 2 4 18 4 11 14 4 12 12 4 21 20 5 14 20 8 10 13 3 6 13 2 5 10 2 7 26 5 8 4 3 1 12 6 9 18 8 12 11 3 3 10 2 3 11 2 3 21 3 14 22 8 8 10 2 6 13 7 13 6 1 10 14 6 10 T15

QA3a Pourquoi n achetez-vous pas en ligne des produits ou services provenant de vendeurs situés en (NOTRE PAYS)? (PLUSIEURS REPONSES POSSIBLES) QA3a Why do you not purchase products or services online from sellers located in (OUR COUNTRY)? (MULTIPLE ANSWERS POSSIBLE) QA3a Weshalb kaufen Sie im Internet keine Produkte oder Dienstleistungen von Händlern, die in (UNSEREM LAND) ansässig sind? (MEHRFACHNENNUNGEN MÖGLICH) Vous êtes préoccupé(e) par le fait de fournir vos données personnelles en ligne C est trop compliqué Les frais de livraison sont trop élevés You are concerned about giving your personal data online It is too complicated Delivery costs are too high Sie haben Bedenken, Ihre persönlichen Daten im Internet anzugeben Das ist zu kompliziert Die Versandkosten sind zu hoch % EU 27 BE BG CZ DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK 10 10 3 9 15 4 6 9 4 11 9 7 10 4 16 13 3 3 8 3 5 10 7 9 6 13 8 2 12 11 2 10 8 1 12 5 4 9 4 3 12 2 6 10 10 7 2 1 3 2 7 10 2 15 3 7 14 9 4 8 1 4 7 3 10 8 10 13 4 7 8 1 13 7 5 6 8 0 2 1 2 5 3 4 HR 7 7 5 T16

QA3a Pourquoi n achetez-vous pas en ligne des produits ou services provenant de vendeurs situés en (NOTRE PAYS)? (PLUSIEURS REPONSES POSSIBLES) QA3a Why do you not purchase products or services online from sellers located in (OUR COUNTRY)? (MULTIPLE ANSWERS POSSIBLE) QA3a Weshalb kaufen Sie im Internet keine Produkte oder Dienstleistungen von Händlern, die in (UNSEREM LAND) ansässig sind? (MEHRFACHNENNUNGEN MÖGLICH) Vous avez eu une mauvaise expérience par le passé et vous ne souhaitez pas réessayer Vous êtes préoccupé(e) par l éventualité de devoir retourner les produits ou être remboursé(e) Vous êtes préoccupé(e) par les garanties ou la réparation de produits défectueux You had a bad experience in the past and you do not want to try it again You are concerned about returning products or getting reimbursed You are concerned about guarantees or repairing faulty products Sie haben in der Vergangenheit eine schlechte Erfahrung gemacht und möchten es nicht wieder probieren Sie haben Bedenken wegen der Rücksendung von Produkten oder dem Erhalt einer Erstattung Sie haben Bedenken wegen der Garantie oder der Reparatur fehlerhafter Produkte % EU 27 BE BG CZ DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK HR 1 5 5 2 5 5 0 3 5 3 14 17 2 4 2 2 7 8 0 3 2 1 3 2 1 3 5 0 3 3 1 5 6 2 5 4 0 1 3 1 3 3 0 3 3 0 2 3 2 5 6 0 0 1 2 6 5 4 9 11 3 4 5 0 1 1 1 2 2 2 6 6 4 11 11 1 2 2 1 8 9 1 2 2 1 4 4 T17

QA3a Pourquoi n achetez-vous pas en ligne des produits ou services provenant de vendeurs situés en (NOTRE PAYS)? (PLUSIEURS REPONSES POSSIBLES) QA3a Why do you not purchase products or services online from sellers located in (OUR COUNTRY)? (MULTIPLE ANSWERS POSSIBLE) QA3a Weshalb kaufen Sie im Internet keine Produkte oder Dienstleistungen von Händlern, die in (UNSEREM LAND) ansässig sind? (MEHRFACHNENNUNGEN MÖGLICH) Autre (SPONTANE) Aucun (SPONTANE) NSP Other (SPONTANEOUS) None (SPONTANEOUS) Sonstiges (SPONTAN) Nichts davon (SPONTAN) WN % EU 27 BE BG CZ DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK HR 9 9 3 16 10 0 2 4 14 7 5 1 18 10 1 9 13 1 7 11 3 10 13 3 10 9 1 12 7 0 13 4 1 4 8 1 9 2 7 6 6 1 8 6 2 23 13 0 7 8 0 5 3 11 17 7 2 10 13 1 7 9 4 4 9 1 6 9 18 11 8 0 5 3 2 10 17 1 23 5 0 17 12 3 8 11 1 T18

QA3b Pourquoi n achetez-vous pas en ligne des produits ou services provenant de vendeurs situés dans un autre Etat membre de l UE? (PLUSIEURS REPONSES POSSIBLES) QA3b Why do you not purchase products or services online from sellers located in another EU Member State? (MULTIPLE ANSWERS POSSIBLE) QA3b Weshalb kaufen Sie im Internet keine Produkte oder Dienstleistungen von Händlern, die in einem anderen EU- Mitgliedstaat ansässig sind? (MEHRFACHNENNUNGEN MÖGLICH) Vous n en avez pas besoin Vous ne savez pas comment acheter en ligne Vous préférez acheter dans les magasins You don't need to You don't know how to buy online You prefer to buy in shops Sie haben keinen Bedarf Sie wissen nicht, wie man online einkauft Sie ziehen es vor, in Geschäften einzukaufen % EU 27 BE BG CZ DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK HR 37 9 22 31 9 34 27 10 21 36 11 23 52 5 24 32 8 21 43 6 30 32 11 25 39 14 31 47 11 24 41 7 27 34 11 22 28 25 45 44 8 18 56 4 14 26 10 34 42 9 24 24 43 27 37 2 21 39 12 40 42 6 16 38 22 30 28 13 12 34 12 35 41 11 24 51 4 19 46 4 21 34 7 16 39 11 19 T19

QA3b Pourquoi n achetez-vous pas en ligne des produits ou services provenant de vendeurs situés dans un autre Etat membre de l UE? (PLUSIEURS REPONSES POSSIBLES) QA3b Why do you not purchase products or services online from sellers located in another EU Member State? (MULTIPLE ANSWERS POSSIBLE) QA3b Weshalb kaufen Sie im Internet keine Produkte oder Dienstleistungen von Händlern, die in einem anderen EU- Mitgliedstaat ansässig sind? (MEHRFACHNENNUNGEN MÖGLICH) Vous n avez pas confiance dans la qualité d un produit que vous ne pouvez pas voir ni toucher Vous craignez que les produits que vous achetez ne soient pas livrés Vous êtes préoccupé(e) par la sécurité des paiements en ligne You don't trust the quality of a product you can't see or touch You are concerned that the products you purchase will not be delivered You are concerned about the security of online payments Sie haben kein Vertrauen in die Qualität eines Produkts, das Sie nicht sehen oder anfassen können Sie haben Bedenken, dass die von Ihnen gekauften Produkte nicht geliefert werden Sie haben Bedenken bezüglich der Sicherheit von Online-Zahlungen % EU 27 BE BG CZ DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK HR 10 6 10 11 6 12 13 6 4 11 10 10 9 9 12 9 11 13 11 4 5 5 3 6 14 5 10 12 4 11 9 6 16 15 7 11 27 13 13 11 3 4 8 3 4 11 4 10 19 6 8 11 4 3 6 9 10 16 12 16 6 5 3 8 2 4 9 4 5 16 4 16 12 10 9 7 5 8 9 10 16 4 4 7 12 6 12 T20

QA3b Pourquoi n achetez-vous pas en ligne des produits ou services provenant de vendeurs situés dans un autre Etat membre de l UE? (PLUSIEURS REPONSES POSSIBLES) QA3b Why do you not purchase products or services online from sellers located in another EU Member State? (MULTIPLE ANSWERS POSSIBLE) QA3b Weshalb kaufen Sie im Internet keine Produkte oder Dienstleistungen von Händlern, die in einem anderen EU- Mitgliedstaat ansässig sind? (MEHRFACHNENNUNGEN MÖGLICH) Vous êtes préoccupé(e) par le fait de fournir vos données personnelles en ligne C est trop compliqué Les frais de livraison sont trop élevés You are concerned about giving your personal data online It is too complicated Delivery costs are too high Sie haben Bedenken, Ihre persönlichen Daten im Internet anzugeben Das ist zu kompliziert Die Versandkosten sind zu hoch % EU 27 BE BG CZ DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK 8 9 7 9 14 8 7 10 8 9 15 9 9 6 4 12 10 3 9 5 7 9 11 8 9 10 11 3 8 9 7 6 11 5 10 2 11 3 10 5 9 3 4 6 7 6 16 2 4 4 8 10 6 9 6 7 3 11 15 15 9 8 13 9 13 10 13 9 6 9 4 4 5 2 5 8 3 9 1 7 10 5 8 3 HR 8 8 5 T21

QA3b Pourquoi n achetez-vous pas en ligne des produits ou services provenant de vendeurs situés dans un autre Etat membre de l UE? (PLUSIEURS REPONSES POSSIBLES) QA3b Why do you not purchase products or services online from sellers located in another EU Member State? (MULTIPLE ANSWERS POSSIBLE) QA3b Weshalb kaufen Sie im Internet keine Produkte oder Dienstleistungen von Händlern, die in einem anderen EU- Mitgliedstaat ansässig sind? (MEHRFACHNENNUNGEN MÖGLICH) Vous avez eu une mauvaise expérience par le passé et vous ne souhaitez pas réessayer Vous êtes préoccupé(e) par l éventualité de devoir retourner les produits ou être remboursé(e) Vous êtes préoccupé(e) par les garanties ou la réparation de produits défectueux You had a bad experience in the past and you do not want to try it again You are concerned about returning products or getting reimbursed You are concerned about guarantees or repairing faulty products Sie haben in der Vergangenheit eine schlechte Erfahrung gemacht und möchten es nicht wieder probieren Sie haben Bedenken wegen der Rücksendung von Produkten oder dem Erhalt einer Erstattung Sie haben Bedenken wegen der Garantie oder der Reparatur fehlerhafter Produkte % EU 27 BE BG CZ DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK HR 1 7 8 1 6 7 0 6 6 2 13 16 2 11 10 1 14 17 1 3 4 2 5 3 0 4 6 0 4 4 1 6 8 1 7 8 1 4 5 1 3 2 0 3 3 1 2 3 1 7 7 1 5 5 1 9 8 4 13 14 1 4 4 1 2 2 0 2 2 1 8 7 3 13 13 1 6 6 1 11 15 0 4 4 1 4 4 T22

QA3b Pourquoi n achetez-vous pas en ligne des produits ou services provenant de vendeurs situés dans un autre Etat membre de l UE? (PLUSIEURS REPONSES POSSIBLES) QA3b Why do you not purchase products or services online from sellers located in another EU Member State? (MULTIPLE ANSWERS POSSIBLE) QA3b Weshalb kaufen Sie im Internet keine Produkte oder Dienstleistungen von Händlern, die in einem anderen EU- Mitgliedstaat ansässig sind? (MEHRFACHNENNUNGEN MÖGLICH) Autre (SPONTANE) Aucun (SPONTANE) NSP Other (SPONTANEOUS) None (SPONTANEOUS) Sonstiges (SPONTAN) Nichts davon (SPONTAN) WN % EU 27 BE BG CZ DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK 8 12 3 11 14 1 2 5 21 4 9 2 9 10 1 5 16 1 5 12 3 6 6 10 14 2 10 10 1 11 8 2 4 9 2 11 2 3 13 3 6 9 2 18 4 13 17 1 7 4 3 12 11 2 8 6 15 10 1 4 11 1 5 10 25 9 3 5 9 1 8 12 1 12 6 2 12 17 3 1 2 1 5 2 HR 7 14 1 T23

QA4 Parmi les améliorations du processus de livraison suivantes, lesquelles vous inciteraient-elles à acheter en ligne auprès de vendeurs situés dans un autre Etat membre de l UE? (PLUSIEURS REPONSES POSSIBLES) QA4 Which, if any, of the following improvements to the delivery process would make you more likely to purchase online from sellers located in another EU Member State? (MULTIPLE ANSWERS POSSIBLE) QA4 Welche der folgenden Verbesserungen beim Ablauf der Lieferung würden Sie wenn überhaupt dazu veranlassen, eher im Internet bei Händlern einzukaufen, die in einem anderen EU-Mitgliedstaat ansässig sind? (MEHRFACHNENNUNGEN MÖGLICH) Pouvoir connaître l heure et la date de livraison des produits Pouvoir tracer le produit ou suivre la commande à tout moment Des frais de livraison à l étranger moins élevés par rapport à maintenant Being able to know the time and day the products will be delivered Being able to track the product's location or status at any time Cheaper prices than now for deliveries from abroad Zu wissen, zu welcher Uhrzeit und an welchem Tag die Produkte geliefert werden Die Möglichkeit, zu jeder Zeit den Ort oder Status des Produkts nachzuverfolgen Günstigere Preise für Lieferungen aus dem Ausland als dies derzeit der Fall ist % EU 27 BE BG CZ DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK HR 10 11 19 14 12 22 6 4 16 10 13 27 12 13 22 10 10 17 11 10 19 14 15 23 6 7 20 9 7 12 18 21 23 6 9 15 13 9 22 7 6 22 6 5 16 23 12 22 6 11 12 19 15 28 14 10 20 17 15 27 5 5 20 5 3 7 6 7 13 8 6 18 9 8 29 9 9 13 14 14 26 14 13 25 6 6 17 T24

QA4 Parmi les améliorations du processus de livraison suivantes, lesquelles vous inciteraient-elles à acheter en ligne auprès de vendeurs situés dans un autre Etat membre de l UE? (PLUSIEURS REPONSES POSSIBLES) QA4 Which, if any, of the following improvements to the delivery process would make you more likely to purchase online from sellers located in another EU Member State? (MULTIPLE ANSWERS POSSIBLE) QA4 Welche der folgenden Verbesserungen beim Ablauf der Lieferung würden Sie wenn überhaupt dazu veranlassen, eher im Internet bei Händlern einzukaufen, die in einem anderen EU-Mitgliedstaat ansässig sind? (MEHRFACHNENNUNGEN MÖGLICH) Un processus de renvoi du produit plus simple par rapport à maintenant Des options de livraison plus pratiques, autres que la livraison à domicile Autre (SPONTANE) An easier return process than now More convenient delivery options that do not require home delivery Other (SPONTANEOUS) Ein einfacheres Rückgabeverfahren als dies derzeit der Fall ist Bequemere Zustellmöglichkeiten, bei denen keine Lieferung nach Hause erforderlich ist Sonstiges (SPONTAN) % EU 27 BE BG CZ DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK HR 11 5 6 11 9 5 8 3 2 19 6 2 20 9 9 14 7 5 10 5 2 14 9 2 10 5 1 9 3 15 11 5 5 8 4 3 10 3 3 7 6 3 7 4 14 9 12 11 6 3 1 12 7 1 9 6 15 16 12 6 7 3 5 4 2 2 10 5 2 9 2 11 14 5 2 10 3 8 16 7 9 11 8 5 7 4 8 T25

QA4 Parmi les améliorations du processus de livraison suivantes, lesquelles vous inciteraient-elles à acheter en ligne auprès de vendeurs situés dans un autre Etat membre de l UE? (PLUSIEURS REPONSES POSSIBLES) QA4 Which, if any, of the following improvements to the delivery process would make you more likely to purchase online from sellers located in another EU Member State? (MULTIPLE ANSWERS POSSIBLE) QA4 Welche der folgenden Verbesserungen beim Ablauf der Lieferung würden Sie wenn überhaupt dazu veranlassen, eher im Internet bei Händlern einzukaufen, die in einem anderen EU-Mitgliedstaat ansässig sind? (MEHRFACHNENNUNGEN MÖGLICH) Aucune, le service de livraison vous convient (SPONTANE) None, the delivery service is fine (SPONTANEOUS) Nichts davon, der Lieferservice ist in Ordnung (SPONTAN) Aucune, vous n achèteriez jamais en ligne des produits en provenance de l étranger (SPONTANE) None, you would never purchase online from abroad (SPONTANEOUS) Nichts davon, Sie würden im Internet niemals etwas aus dem Ausland kaufen (SPONTAN) NSP WN % EU 27 BE BG CZ DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK 11 42 7 9 43 3 3 53 17 6 17 26 39 8 16 38 7 8 40 16 25 8 62 21 6 10 38 9 11 33 4 8 5 52 54 7 11 40 9 15 32 13 14 5 67 25 3 6 39 6 13 26 9 12 10 52 37 5 5 74 5 3 55 16 10 12 39 47 4 21 35 4 13 22 4 10 36 5 6 3 8 4 5 5 HR 7 54 5 T26

QA5.1 Lorsque vous achetez en ligne des produits ou des services, est-ce que vous pour évaluer si le site d un vendeur en ligne est fiable? Utilisez uniquement les sites Internet de marques bien connues QA5.1 When you are purchasing products or services online, which of the following do you do to assess if an online retailer's website is trustworthy? You only use the websites of well-known brands QA5.1 Welche der folgenden Dinge tun Sie beim Kauf von Produkten oder Dienstleistungen im Internet, um die Vertrauenswürdigkeit der Webseite eines Online-Händlers zu beurteilen? Sie nutzen nur die Webseiten bekannter Marken Toujours Parfois Jamais NSP Always Sometimes Never Immer Manchmal Niemals WN % EU 27 BE BG CZ DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK 55 37 7 1 54 37 9 0 53 40 5 2 53 43 3 1 37 41 20 2 48 43 8 1 49 42 7 2 64 31 4 1 63 32 4 1 64 26 9 1 62 27 11 0 64 30 6 0 52 40 7 1 60 32 6 2 51 38 8 3 73 21 6 0 61 35 4 0 70 27 1 2 48 40 11 1 39 57 4 0 39 53 7 1 54 43 2 1 59 30 4 7 54 31 13 2 50 46 3 1 46 45 8 1 62 32 5 1 60 35 5 0 HR 51 39 8 2 T27

QA5.2 Lorsque vous achetez en ligne des produits ou des services, est-ce que vous pour évaluer si le site d un vendeur en ligne est fiable? Vérifiez sur le site Internet si la boutique en ligne est accréditée d un logo ou label de qualité QA5.2 When you are purchasing products or services online, which of the following do you do to assess if an online retailer's website is trustworthy? You check on the website if the online shop is accredited with a trust mark label or logo QA5.2 Welche der folgenden Dinge tun Sie beim Kauf von Produkten oder Dienstleistungen im Internet, um die Vertrauenswürdigkeit der Webseite eines Online-Händlers zu beurteilen? Sie schauen auf der Webseite nach, ob der Online-Shop mit einem Gütesiegel für Vertrauenswürdigkeit ausgezeichnet wurde Toujours Parfois Jamais NSP Always Sometimes Never Immer Manchmal Niemals WN % EU 27 BE BG CZ DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK 41 29 29 1 40 23 36 1 33 31 31 5 47 38 14 1 45 23 30 2 29 37 33 1 30 24 44 2 49 33 18 0 61 24 15 0 58 18 23 1 36 21 42 1 56 34 9 1 62 20 18 0 28 25 44 3 29 39 31 1 48 19 32 1 45 38 16 1 65 28 5 2 41 28 30 1 23 52 23 2 45 41 14 0 53 31 15 1 36 34 19 11 31 32 35 2 39 44 17 0 16 18 64 2 31 18 49 2 51 23 25 1 HR 47 34 16 3 T28

QA5.3 Lorsque vous achetez en ligne des produits ou des services, est-ce que vous pour évaluer si le site d un vendeur en ligne est fiable? Vérifiez les appréciations en ligne des autres acheteurs QA5.3 When you are purchasing products or services online, which of the following do you do to assess if an online retailer's website is trustworthy? You check online reviews from other buyers QA5.3 Welche der folgenden Dinge tun Sie beim Kauf von Produkten oder Dienstleistungen im Internet, um die Vertrauenswürdigkeit der Webseite eines Online-Händlers zu beurteilen? Sie lesen Online-Bewertungen von anderen Käufern Toujours Parfois Jamais NSP Always Sometimes Never Immer Manchmal Niemals WN % EU 27 BE BG CZ DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK 44 40 15 1 34 39 27 0 49 38 11 2 43 48 8 1 31 40 28 1 42 48 10 0 51 33 14 2 46 41 12 1 41 48 11 0 48 31 21 0 39 33 27 1 56 37 7 0 48 33 18 1 39 42 19 0 46 40 14 0 51 31 18 0 44 47 9 0 66 28 4 2 34 44 22 0 31 58 10 1 62 34 4 0 44 42 13 1 37 42 13 8 39 38 22 1 44 49 7 0 25 48 27 0 34 45 20 1 52 39 9 0 HR 54 31 11 4 T29

QA6 Au cours des 12 derniers mois, vous est-il arrivé d envisager d acheter en ligne des produits ou des services, puis d y renoncer car vous n aviez pas confiance dans le vendeur en ligne? (PLUSIEURS REPONSES POSSIBLES) QA6 In the last 12 months, have you ever considered purchasing products or services online but then changed your mind because you did not trust the online retailer? (MULTIPLE ANSWERS POSSIBLE) QA6 Haben Sie in den letzten 12 Monaten jemals darüber nachgedacht, im Internet Produkte oder Dienstleistungen zu kaufen, dann aber Ihre Meinung geändert, weil Sie dem Online-Händler nicht vertraut haben? (MEHRFACHNENNUNGEN MÖGLICH) Oui, auprès d un vendeur en ligne situé en (NOTRE PAYS) Oui, auprès d un vendeur en ligne situé dans un autre Etat membre de l UE Oui, auprès d un vendeur en ligne situé dans un pays en dehors de l UE Oui, mais vous ne savez pas où était situé le vendeur (SPONTANE) Yes, an online retailer located in (OUR COUNTRY) Yes, an online retailer located in another EU Member State Yes, an online retailer located in another country outside the EU Yes, but you don t know where the retailer was located (SPONTANEOUS) % EU 27 BE BG CZ DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK HR Ja, einem Online-Händler, der in (UNSEREM LAND) ansässig ist Ja, einem Online-Händler, der in einem anderen EU- Mitgliedstaat ansässig ist 10 4 3 2 6 6 2 2 4 2 1 1 13 3 1 2 16 11 8 3 12 4 3 4 10 4 4 2 9 8 6 4 3 1 11 4 5 1 6 4 1 3 1 7 8 2 1 1 1 12 3 2 4 2 13 3 3 1 5 9 6 3 8 1 9 1 1 1 9 8 5 1 9 6 Ja, einem Online-Händler, der in einem anderen Land außerhalb der EU ansässig ist Ja, aber Sie wissen nicht, wo der Händler ansässig war (SPONTAN) 1 2 8 3 2 3 4 0 9 4 3 2 1 1 1 9 4 1 0 1 2 1 1 1 3 1 9 6 5 0 10 7 5 2 15 4 3 2 5 2 2 2 T30

QA6 Au cours des 12 derniers mois, vous est-il arrivé d envisager d acheter en ligne des produits ou des services, puis d y renoncer car vous n aviez pas confiance dans le vendeur en ligne? (PLUSIEURS REPONSES POSSIBLES) QA6 In the last 12 months, have you ever considered purchasing products or services online but then changed your mind because you did not trust the online retailer? (MULTIPLE ANSWERS POSSIBLE) QA6 Haben Sie in den letzten 12 Monaten jemals darüber nachgedacht, im Internet Produkte oder Dienstleistungen zu kaufen, dann aber Ihre Meinung geändert, weil Sie dem Online-Händler nicht vertraut haben? (MEHRFACHNENNUNGEN MÖGLICH) Non NSP Total 'Oui' No Total 'Yes' Nein WN Total 'Oui' % EU 27 BE BG CZ DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK HR 83 2 15 86 0 13 89 4 7 80 3 17 71 0 28 79 2 18 81 3 17 75 2 24 93 1 6 85 1 14 82 0 17 85 2 13 86 3 11 82 2 16 87 2 11 82 2 16 91 1 8 85 1 14 82 0 18 81 1 18 87 3 10 95 1 4 82 6 11 82 0 17 81 2 17 83 1 16 79 2 19 78 1 21 90 1 9 T31

QA7 Pourquoi n avez-vous pas fait confiance au vendeur en ligne? (PLUSIEURS REPONSES POSSIBLES) QA7 Why did you not trust the online retailer? (MULTIPLE ANSWERS POSSIBLE) QA7 Weshalb haben Sie dem Online-Händler nicht vertraut? (MEHRFACHNENNUNGEN MÖGLICH) Vous n aviez pas entendu parler du vendeur en ligne auparavant Le site Internet n avait pas de logo ou label de qualité Les appréciations des autres acheteurs étaient négatives Le site Internet ne donnait pas d information sur le processus de livraison You had not heard of the online retailer before The website did not have a trust mark label or logo The reviews from other buyers were negative The website did not have information about the delivery process Sie hatten zuvor noch nie von dem Online-Händler gehört Die Webseite hatte kein Gütesiegel für Vertrauenswürdigkeit Die Bewertungen von anderen Käufern waren negativ Auf der Webseite gab es keine Informationen zum Ablauf des Versands % EU 27 BE BG CZ DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK 28 18 34 14 22 16 29 22 17 10 33 22 31 20 43 15 32 33 38 20 29 13 40 16 32 10 35 14 33 22 25 11 18 20 31 15 20 19 23 12 26 21 29 16 30 22 29 15 21 23 29 27 20 2 46 10 18 8 22 8 30 18 38 16 34 28 27 10 25 23 36 21 20 18 40 11 33 28 39 24 18 9 44 3 21 28 21 7 24 15 29 14 36 14 25 9 29 18 33 12 23 7 21 17 36 14 40 21 33 19 39 11 HR 32 20 21 16 T32

QA7 Pourquoi n avez-vous pas fait confiance au vendeur en ligne? (PLUSIEURS REPONSES POSSIBLES) QA7 Why did you not trust the online retailer? (MULTIPLE ANSWERS POSSIBLE) QA7 Weshalb haben Sie dem Online-Händler nicht vertraut? (MEHRFACHNENNUNGEN MÖGLICH) Le site Internet ne donnait pas d information sur les modalités à suivre pour retourner un produit Vous ne saviez pas où était situé le vendeur Vous avez rencontré des problèmes de langue Autre (SPONTANE) NSP The website did not have information about the return process You did not know where the retailer was located You encountered language problems Other (SPONTANEOUS) Auf der Webseite gab es keine Informationen zum Rückgabeverfahren Sie wussten nicht, wo der Händler ansässig war Sie hatten Probleme mit der Sprache Sonstiges (SPONTAN) WN % EU 27 BE BG CZ DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK 14 19 5 16 4 11 16 10 19 2 18 9 15 7 7 17 18 9 6 6 15 31 12 17 0 21 23 6 16 3 16 7 10 15 10 10 18 6 11 7 17 22 7 2 7 7 18 3 23 4 18 26 12 12 2 7 21 3 5 2 13 9 11 18 4 6 10 7 6 16 12 21 9 29 1 7 28 11 23 0 9 8 6 8 5 14 25 8 14 3 9 14 31 31 8 8 26 1 6 2 11 6 5 13 11 15 13 7 16 4 14 12 5 14 6 14 19 9 22 1 19 25 11 7 2 9 17 8 30 2 10 20 10 20 1 9 24 1 19 3 HR 18 12 11 16 4 T33

QA8 Au cours des 12 derniers mois, avez-vous rencontré les situations suivantes lorsque vous avez essayé d acheter en ligne un produit ou un service provenant d un vendeur situé dans un autre Etat membre de l UE? (PLUSIEURS REPONSES POSSIBLES) QA8 In the last 12 months, have you ever experienced any of the following when you tried to purchase a product or a service online from a seller located in another EU Member State? (MULTIPLE ANSWERS POSSIBLE) QA8 Haben Sie in den letzten 12 Monaten eine oder mehrere der folgenden Situationen erlebt, als Sie versucht haben, im Internet ein Produkt oder eine Dienstleistung von einem Händler in einem anderen EU-Mitgliedstaat zu kaufen? (MEHRFACHNENNUNGEN MÖGLICH) Vous avez été redirigé(e) vers un site Internet en (NOTRE PAYS) où les prix étaient différents Le site Internet ne livrait pas en (NOTRE PAYS) Le site Internet n a pas accepté les modes de paiement existant en (NOTRE PAYS) You were redirected to a website in (OUR COUNTRY) where the prices were different The website didn t deliver to (OUR COUNTRY) The website didn t accept the payment methods available in (OUR COUNTRY) % EU 27 BE BG CZ DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK HR Sie wurden auf eine Webseite in (UNSEREM LAND) umgeleitet, auf der andere Preise angegeben waren Lieferungen in (UNSER LAND) waren auf der Webseite nicht möglich Auf der Webseite wurden keine der in (UNSEREM LAND) zur Verfügung stehenden Zahlungsmethoden akzeptiert 2 3 2 4 9 7 0 2 0 3 3 4 4 11 2 1 1 3 1 5 3 5 13 5 1 2 0 1 1 1 2 3 1 1 3 3 1 5 1 1 5 2 1 2 1 2 31 6 1 3 2 2 18 2 1 5 7 6 9 5 1 4 2 1 1 1 1 2 1 3 9 2 4 4 4 2 7 3 5 11 5 3 5 3 1 4 1 T34

QA8 Au cours des 12 derniers mois, avez-vous rencontré les situations suivantes lorsque vous avez essayé d acheter en ligne un produit ou un service provenant d un vendeur situé dans un autre Etat membre de l UE? (PLUSIEURS REPONSES POSSIBLES) QA8 In the last 12 months, have you ever experienced any of the following when you tried to purchase a product or a service online from a seller located in another EU Member State? (MULTIPLE ANSWERS POSSIBLE) QA8 Haben Sie in den letzten 12 Monaten eine oder mehrere der folgenden Situationen erlebt, als Sie versucht haben, im Internet ein Produkt oder eine Dienstleistung von einem Händler in einem anderen EU-Mitgliedstaat zu kaufen? (MEHRFACHNENNUNGEN MÖGLICH) Il vous a été demandé de souscrire à une garantie supplémentaire ou de payer des frais supplémentaires You were requested to buy an additional guarantee or pay additional fees Vous n aviez pas droit aux divers avantages offerts, comme par exemple l annulation ou la livraison gratuite You could not get the extra benefits offered, as for example free cancellation or free delivery Le site Internet n était pas disponible dans votre langue The website was not available in your language % EU 27 BE BG CZ DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK HR Sie wurden aufgefordert, eine zusätzliche Garantie zu kaufen oder zusätzliche Gebühren zu bezahlen Sie konnten die angebotenen Sonderleistungen nicht nutzen, wie z. B. kostenlose Stornierung oder kostenloser Versand Die Webseite stand nicht in Ihrer Sprache zur Verfügung 2 2 3 3 5 4 0 1 1 2 3 6 4 6 9 1 1 3 1 2 4 4 5 2 0 1 1 2 1 2 2 1 4 2 2 3 1 1 2 1 1 5 1 1 3 4 8 3 1 1 3 3 2 1 1 2 6 6 6 5 1 3 3 0 1 1 1 1 1 1 1 5 2 2 6 1 2 7 5 5 10 2 2 1 2 2 2 T35

QA8 Au cours des 12 derniers mois, avez-vous rencontré les situations suivantes lorsque vous avez essayé d acheter en ligne un produit ou un service provenant d un vendeur situé dans un autre Etat membre de l UE? (PLUSIEURS REPONSES POSSIBLES) QA8 In the last 12 months, have you ever experienced any of the following when you tried to purchase a product or a service online from a seller located in another EU Member State? (MULTIPLE ANSWERS POSSIBLE) QA8 Haben Sie in den letzten 12 Monaten eine oder mehrere der folgenden Situationen erlebt, als Sie versucht haben, im Internet ein Produkt oder eine Dienstleistung von einem Händler in einem anderen EU-Mitgliedstaat zu kaufen? (MEHRFACHNENNUNGEN MÖGLICH) Le contenu du site Internet (p. ex. film, musique) n était pas disponible en (NOTRE PAYS) et son usage vous a été bloqué Vous n'achetez jamais en ligne (SPONTANE) Aucun (SPONTANE) NSP % EU 27 BE BG CZ DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK HR The website content (e.g. film, music) was not available in (OUR COUNTRY) and you were blocked from using it Die Inhalte der Webseite (z. B. Filme, Musik) standen in (UNSEREM LAND) nicht zur Verfügung und die Nutzung war gesperrt You never buy online (SPONTANEOUS) Sie kaufen niemals online ein (SPONTAN) 2 42 3 47 0 75 2 39 3 21 3 22 2 32 5 34 0 66 1 46 1 46 1 51 1 63 1 33 1 63 6 34 1 59 3 47 1 27 2 34 1 59 1 68 1 50 1 49 2 42 1 36 3 20 2 32 2 59 None (SPONTANEOUS) Nichts davon (SPONTAN) WN 42 4 28 3 20 1 43 2 55 1 65 2 46 10 36 2 28 1 44 2 40 4 26 10 27 2 49 6 25 5 28 1 32 1 31 1 56 1 43 1 23 6 28 0 19 26 34 1 37 2 46 0 51 2 54 2 32 0 T36

QA9 Au cours des 12 derniers mois, avez-vous acheté en ligne les produits ou services suivants en (NOTRE PAYS) ou dans un autre Etat membre de l UE, qui vous ont été livrés numériquement (p. ex. par courrier électronique, téléchargement, en streaming, etc.)? (PLUSIEURS REPONSES POSSIBLES) QA9 In the last 12 months, have you purchased any of the following products or services online in (OUR COUNTRY) or in another EU Member State which were delivered to you digitally (e.g. by email, download, streaming, etc.)? (MULTIPLE ANSWERS POSSIBLE) QA9 Haben Sie in den letzten 12 Monaten im Internet eines der folgenden Produkte oder eine der folgenden Dienstleistungen in (UNSEREM LAND) oder in einem anderen EU-Mitgliedstaat gekauft, die Ihnen digital (z. B. per E-Mail, als Download, als Stream etc.) zugestellt wurde? (MEHRFACHNENNUNGEN MÖGLICH) De la musique Des films Des magazines, journaux, livres électroniques (e-books) ou livres audio Music Films Magazines, newspapers, e-books or audiobooks Musik Filme Zeitschriften, Zeitungen, E-Books oder Hörbücher % EU 27 BE BG CZ DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK HR 16 10 11 16 9 12 6 6 5 9 5 7 26 17 14 16 9 10 4 3 10 21 8 13 10 5 6 5 3 7 12 8 7 14 9 10 6 4 8 5 5 6 6 6 6 26 16 24 7 10 7 17 3 16 17 11 16 16 11 10 11 5 4 9 7 8 6 5 8 4 4 8 4 4 8 17 12 14 23 19 17 28 18 15 7 2 8 T37

QA9 Au cours des 12 derniers mois, avez-vous acheté en ligne les produits ou services suivants en (NOTRE PAYS) ou dans un autre Etat membre de l UE, qui vous ont été livrés numériquement (p. ex. par courrier électronique, téléchargement, en streaming, etc.)? (PLUSIEURS REPONSES POSSIBLES) QA9 In the last 12 months, have you purchased any of the following products or services online in (OUR COUNTRY) or in another EU Member State which were delivered to you digitally (e.g. by email, download, streaming, etc.)? (MULTIPLE ANSWERS POSSIBLE) QA9 Haben Sie in den letzten 12 Monaten im Internet eines der folgenden Produkte oder eine der folgenden Dienstleistungen in (UNSEREM LAND) oder in einem anderen EU-Mitgliedstaat gekauft, die Ihnen digital (z. B. per E-Mail, als Download, als Stream etc.) zugestellt wurde? (MEHRFACHNENNUNGEN MÖGLICH) Des services financiers ou d assurance Un logiciel Des services de télécommunication (p. ex. TV, Internet, téléphone) Financial or insurance services Computer software Telecommunication services (e.g. TV, Internet, phone) Finanz- oder Versicherungsdienstleistungen Computer-Software Telekommunikationsdienste (z. B. Fernsehen, Internet, Telefon) % EU 27 BE BG CZ DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK HR 6 13 8 4 13 9 3 4 5 5 6 11 13 21 18 3 16 6 11 4 8 11 14 9 0 7 6 3 7 8 3 10 12 7 7 9 4 7 6 13 8 15 6 5 7 5 19 7 3 4 4 1 19 8 8 17 11 3 13 7 6 8 3 2 8 2 1 6 8 1 15 3 5 6 12 7 15 14 7 20 12 11 15 7 1 7 5 T38

QA9 Au cours des 12 derniers mois, avez-vous acheté en ligne les produits ou services suivants en (NOTRE PAYS) ou dans un autre Etat membre de l UE, qui vous ont été livrés numériquement (p. ex. par courrier électronique, téléchargement, en streaming, etc.)? (PLUSIEURS REPONSES POSSIBLES) QA9 In the last 12 months, have you purchased any of the following products or services online in (OUR COUNTRY) or in another EU Member State which were delivered to you digitally (e.g. by email, download, streaming, etc.)? (MULTIPLE ANSWERS POSSIBLE) QA9 Haben Sie in den letzten 12 Monaten im Internet eines der folgenden Produkte oder eine der folgenden Dienstleistungen in (UNSEREM LAND) oder in einem anderen EU-Mitgliedstaat gekauft, die Ihnen digital (z. B. per E-Mail, als Download, als Stream etc.) zugestellt wurde? (MEHRFACHNENNUNGEN MÖGLICH) Des réservations d hébergement (p. ex. hôtels) Des billets pour voyager (p. ex. trains, avions) Des billets pour des événements (p. ex. concerts) Accommodation bookings (e.g. hotels) Travel tickets (e.g. trains, flights) Tickets for events (e.g. concerts) Buchungen von Unterkünften (z. B. Hotels) Reisetickets (z. B. für Züge, Flüge) Karten für Veranstaltungen (z. B. Konzerte) % EU 27 BE BG CZ DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK 24 30 23 31 33 29 17 12 9 20 19 20 38 51 21 23 23 18 24 34 43 32 13 21 33 37 26 22 30 33 43 21 19 44 7 19 22 8 18 42 49 40 14 10 16 20 9 39 38 26 32 23 8 8 18 17 13 10 12 13 18 15 20 25 33 43 28 46 59 23 33 28 47 27 10 18 7 19 10 36 8 5 23 38 HR 14 15 15 T39

QA9 Au cours des 12 derniers mois, avez-vous acheté en ligne les produits ou services suivants en (NOTRE PAYS) ou dans un autre Etat membre de l UE, qui vous ont été livrés numériquement (p. ex. par courrier électronique, téléchargement, en streaming, etc.)? (PLUSIEURS REPONSES POSSIBLES) QA9 In the last 12 months, have you purchased any of the following products or services online in (OUR COUNTRY) or in another EU Member State which were delivered to you digitally (e.g. by email, download, streaming, etc.)? (MULTIPLE ANSWERS POSSIBLE) QA9 Haben Sie in den letzten 12 Monaten im Internet eines der folgenden Produkte oder eine der folgenden Dienstleistungen in (UNSEREM LAND) oder in einem anderen EU-Mitgliedstaat gekauft, die Ihnen digital (z. B. per E-Mail, als Download, als Stream etc.) zugestellt wurde? (MEHRFACHNENNUNGEN MÖGLICH) Des jeux Des applications pour Smartphone Autre (SPONTANE) Games Smartphone applications Other (SPONTANEOUS) Spiele Smartphone-Anwendungen bzw. - Apps Sonstiges (SPONTAN) % EU 27 BE BG CZ DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK HR 11 13 7 11 12 16 7 3 12 8 7 3 21 40 1 11 13 2 6 7 4 10 13 6 6 6 3 4 8 13 10 10 6 7 12 13 6 6 5 5 8 0 6 6 17 13 23 5 9 2 6 10 10 8 13 18 6 10 15 7 6 5 17 6 2 9 3 3 17 4 8 13 5 5 7 14 15 5 17 37 3 18 16 8 7 10 2 T40

QA9 Au cours des 12 derniers mois, avez-vous acheté en ligne les produits ou services suivants en (NOTRE PAYS) ou dans un autre Etat membre de l UE, qui vous ont été livrés numériquement (p. ex. par courrier électronique, téléchargement, en streaming, etc.)? (PLUSIEURS REPONSES POSSIBLES) QA9 In the last 12 months, have you purchased any of the following products or services online in (OUR COUNTRY) or in another EU Member State which were delivered to you digitally (e.g. by email, download, streaming, etc.)? (MULTIPLE ANSWERS POSSIBLE) QA9 Haben Sie in den letzten 12 Monaten im Internet eines der folgenden Produkte oder eine der folgenden Dienstleistungen in (UNSEREM LAND) oder in einem anderen EU-Mitgliedstaat gekauft, die Ihnen digital (z. B. per E-Mail, als Download, als Stream etc.) zugestellt wurde? (MEHRFACHNENNUNGEN MÖGLICH) Aucun (SPONTANE) NSP None (SPONTANEOUS) Nichts davon (SPONTAN) WN % EU 27 BE BG CZ DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK HR 32 1 21 0 47 1 41 1 16 0 38 0 44 3 22 0 51 1 24 0 40 0 22 0 36 3 40 5 43 3 20 0 45 0 34 0 22 0 32 0 47 4 45 1 38 11 42 1 38 0 24 0 17 0 23 1 57 0 T41

QA10 Au cours des 12 derniers mois, avez-vous acheté en ligne en (NOTRE PAYS) ou dans un autre Etat membre de l UE les produits suivants, afin qu ils vous soient livrés physiquement? (PLUSIEURS REPONSES POSSIBLES) QA10 In the last 12 months, have you purchased any of the following products online in (OUR COUNTRY) or in another EU Member State to be delivered to you physically? (MULTIPLE ANSWERS POSSIBLE) QA10 Haben Sie in den letzten 12 Monaten im Internet eines der folgenden Produkte in (UNSEREM LAND) oder in einem anderen EU-Mitgliedstaat gekauft, das Ihnen in natura zugestellt wurde? (MEHRFACHNENNUNGEN MÖGLICH) Des CD ou DVD de musique ou de film Des magazines, journaux ou livres Du matériel électronique De l équipement pour la maison (p. ex. meubles ou appareils électroménagers, etc.) CDs or DVDs of music or films Magazines, newspapers or books Electronic equipment Household equipment (e.g. furniture or domestic appliances, etc.) CDs oder DVDs mit Musik oder Filmen Zeitschriften, Zeitungen oder Bücher Elektronikgeräte Haushaltsgegenstände (z. B. Möbel oder Haushaltsgeräte etc.) % EU 27 BE BG CZ DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK 24 22 31 23 17 14 25 17 2 6 12 12 9 8 40 31 23 28 35 26 33 27 32 20 5 14 20 16 21 19 23 12 9 12 27 9 10 11 23 12 21 23 27 29 15 16 35 14 3 6 29 8 2 8 31 20 4 10 17 19 36 43 32 25 13 12 23 10 21 25 33 8 28 32 30 20 30 26 31 16 13 10 34 16 15 13 24 10 6 10 22 21 4 9 28 18 9 15 28 22 24 18 29 20 28 44 32 17 37 22 37 33 HR 8 15 20 10 T42

QA10 Au cours des 12 derniers mois, avez-vous acheté en ligne en (NOTRE PAYS) ou dans un autre Etat membre de l UE les produits suivants, afin qu ils vous soient livrés physiquement? (PLUSIEURS REPONSES POSSIBLES) QA10 In the last 12 months, have you purchased any of the following products online in (OUR COUNTRY) or in another EU Member State to be delivered to you physically? (MULTIPLE ANSWERS POSSIBLE) QA10 Haben Sie in den letzten 12 Monaten im Internet eines der folgenden Produkte in (UNSEREM LAND) oder in einem anderen EU-Mitgliedstaat gekauft, das Ihnen in natura zugestellt wurde? (MEHRFACHNENNUNGEN MÖGLICH) Des produits d épicerie Des vêtements ou chaussures Des médicaments Groceries Clothes or shoes Medicines Lebensmittel Kleidung oder Schuhe Arzneimittel % EU 27 BE BG CZ DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK HR 9 48 7 3 42 4 3 63 4 5 37 5 8 45 7 5 50 19 5 42 2 8 49 2 2 47 2 6 32 1 7 50 3 2 36 2 2 51 5 3 37 3 7 32 7 12 48 5 4 34 4 1 50 6 6 47 5 5 53 8 3 58 2 3 26 0 2 29 4 9 41 7 4 63 3 5 44 2 9 39 2 23 58 7 4 26 1 T43

QA10 Au cours des 12 derniers mois, avez-vous acheté en ligne en (NOTRE PAYS) ou dans un autre Etat membre de l UE les produits suivants, afin qu ils vous soient livrés physiquement? (PLUSIEURS REPONSES POSSIBLES) QA10 In the last 12 months, have you purchased any of the following products online in (OUR COUNTRY) or in another EU Member State to be delivered to you physically? (MULTIPLE ANSWERS POSSIBLE) QA10 Haben Sie in den letzten 12 Monaten im Internet eines der folgenden Produkte in (UNSEREM LAND) oder in einem anderen EU-Mitgliedstaat gekauft, das Ihnen in natura zugestellt wurde? (MEHRFACHNENNUNGEN MÖGLICH) Autre (SPONTANE) Aucun (SPONTANE) NSP Other (SPONTANEOUS) None (SPONTANEOUS) Sonstiges (SPONTAN) Nichts davon (SPONTAN) WN % EU 27 BE BG CZ DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK HR 7 13 13 4 7 2 9 7 6 10 7 12 16 7 17 7 7 7 8 14 12 16 13 17 11 8 8 6 16 15 1 18 1 12 1 17 1 14 0 16 0 22 2 20 1 21 1 30 0 13 1 19 0 20 2 17 3 26 2 15 0 22 2 10 0 16 0 14 0 5 7 23 1 18 10 15 0 11 0 18 0 14 0 8 0 27 1 T44

QA11 Lorsque vous achetez en ligne des produits ou services en (NOTRE PAYS) ou dans un autre Etat membre de l UE, quels supports utilisez-vous? (PLUSIEURS REPONSES POSSIBLES) QA11 When you purchase products or services online in (OUR COUNTRY) or in another EU Member State, which of the following do you use? (MULTIPLE ANSWERS POSSIBLE) QA11 Welche der folgenden Geräte nutzen Sie, um im Internet Produkte oder Dienstleistungen in (UNSEREM LAND) oder in einem anderen EU-Mitgliedstaat zu kaufen? (MEHRFACHNENNUNGEN MÖGLICH) Un ordinateur fixe Un ordinateur portable Une tablette Un Smartphone Autre (SPONTANE) Aucun (SPONTANE) NSP A desktop computer A laptop A tablet A smartphone Other (SPONTANEOUS) None (SPONTANEOUS) % EU 27 BE BG CZ DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK Einen Schreibtischoder Desktop- Computer Einen Laptop 22 77 13 17 0 52 57 36 45 7 7 6 10 0 26 83 42 63 6 9 56 58 23 14 0 1 0 67 30 49 61 22 15 46 61 11 16 1 4 0 39 62 58 42 2 4 55 56 8 9 1 0 0 53 53 Einen Tablet- Computer Ein Smartphone 45 62 14 15 1 3 0 42 65 12 8 1 2 0 58 56 4 5 0 1 1 45 47 4 9 1 9 1 38 74 23 26 0 0 0 46 36 64 72 12 7 15 6 0 0 5 5 0 1 1 4 53 61 12 12 12 14 3 3 3 5 10 6 48 72 23 23 Sonstiges (SPONTAN) Nichts davon (SPONTAN) 0 0 0 1 1 1 46 49 9 8 1 8 3 0 3 0 7 46 67 10 8 0 0 0 0 2 2 7 37 64 6 2 0 4 1 1 4 0 6 48 73 15 15 0 0 0 0 0 4 0 41 63 12 8 1 7 0 37 67 26 27 0 1 0 WN 3 0 1 0 0 0 0 8 0 0 HR 55 64 3 17 0 3 0 T45

QA12 Avez-vous travaillé ou travaillez-vous actuellement dans un Etat membre de l UE autre que votre "pays d origine" (c est-à-dire où vous avez vécu la plus grande partie de votre vie)? Par travailler, nous entendons travailler à plus long terme, au moins 6 mois ou plus, pour une entreprise ou comme indépendant dans l autre pays. Ceci exclut les voyages d affaires, ou les déploiements à court terme de votre entreprise vers un autre Etat membre de l UE. QA12 Have you worked or do you currently work in an EU Member State other than your "home country" (i.e. where you lived most of your life)? By working, we mean working for a longer term, at least 6 months or more, for a company or as a self-employed in the other country. This excludes business trips, or short term deployments from your company to another EU Member State. QA12 Haben Sie schon einmal in einem anderen EU-Mitgliedstaat als Ihrem Heimatland, d. h. dem Land, in dem Sie die meiste Zeit Ihres Lebens gelebt haben, gearbeitet oder arbeiten Sie zurzeit in einem anderen EU-Mitgliedstaat? Mit arbeiten meinen wir z. B. in einem anderen Land längerfristig für ein Unternehmen zu arbeiten oder dort einer selbstständigen Tätigkeit nachzugehen, also mindestens 6 Monate oder länger. Dies beinhaltet NICHT Geschäftsreisen oder kurzzeitige Auslandseinsätze für Ihre Firma in einen / einem anderen EU-Mitgliedstaat. Oui, dans le passé Oui, actuellement Non NSP Total 'Oui' Yes, in the past Yes, currently No Total 'Yes' % Ja, habe ich in der Vergangenheit Diff. 75.1 Ja, mache ich zurzeit Diff. 75.1 Diff. 75.1 Diff. 75.1 EU 27 7-1 2 0 91 1 0 0 9-1 BE 8 1 3-3 89 2 0 0 11-2 BG 7 1 1 1 91-3 1 1 8 2 CZ 3 0 1 0 96 0 0 0 4 0 9 1 1-1 90 0 0 0 10 0 DE 5-1 2 0 93 1 0 0 7-1 EE 11 0 3-1 86 1 0 0 14-1 IE 19 2 5 1 76-2 0-1 24 3 EL 5-1 1-2 94 3 0 0 6-3 ES 8 0 3-1 89 1 0 0 11-1 FR 5-2 1 0 94 2 0 0 6-2 IT 3-3 2-2 94 5 1 0 5-5 CY 10-1 1 0 89 1 0 0 11-1 LV 9-1 2 1 89 1 0-1 11 0 LT 11 0 1 0 88 0 0 0 12 0 LU 10-6 19 0 71 6 0 0 29-6 HU 3-3 3 0 94 3 0 0 6-3 MT 5 0 1 0 94 1 0-1 6 0 NL 6-1 1-1 93 2 0 0 7-2 AT 11 1 2-2 87 2 0-1 13-1 PL 9-2 3 1 87 1 1 0 12-1 PT 12 0 1-2 87 2 0 0 13-2 RO 10 2 2 1 87-3 1 0 12 3 SI 5-3 2-1 93 4 0 0 7-4 SK 10-1 3 0 87 1 0 0 13-1 FI 8-2 2 1 90 1 0 0 10-1 SE 7-1 1 0 91 0 1 1 8-1 UK 6-1 3-1 91 3 0-1 9-2 HR 9 0 91 0 9 Nein WN Gesamt 'Ja' Diff. 75.1 T46

QA13 Envisageriez-vous de travailler (à nouveau) dans un autre Etat membre de l UE que (NOTRE PAYS) dans les 10 ans à venir? QA13 Would you consider working (again) in an EU Member State other than (OUR COUNTRY) in the next 10 years? QA13 Würden Sie es in Erwägung ziehen, innerhalb der nächsten 10 Jahre (erneut) in einem anderen EU-Mitgliedstaat als in (UNSEREM LAND) zu arbeiten? Oui, certainement Oui, probablement Non, probablement pas Non, certainement pas NSP Total 'Oui' Total 'Non' Yes, definitely Yes, probably No, probably not No, definitely not Total 'Yes' Total 'No' Ja, sicher Ja, wahrscheinlich Nein, wahrscheinlich nicht Nein, sicher nicht WN Gesamt 'Ja' Gesamt 'Nein' % EU 27 BE BG CZ DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK 8 17 17 54 4 25 71 4 14 20 60 2 18 80 6 14 16 53 11 20 69 4 10 21 63 2 14 84 5 19 20 55 1 24 75 4 14 12 22 14 19 67 43 3 2 16 36 81 62 13 19 20 44 4 9 20 7 18 20 48 7 25 68 17 18 11 17 17 51 4 12 23 58 3 16 81 13 19 6 13 27 52 2 10 22 64 2 12 86 7 16 8 13 15 55 20 19 16 42 3 39 58 7 22 15 55 4 17 14 62 10 52 14 50 24 46 23 45 30 24 17 27 1 29 3 21 3 35 7 26 21 45 1 33 66 4 28 4 32 5 13 18 57 7 18 75 2 19 7 23 5 17 18 53 7 22 71 9 21 3 29 9 17 24 48 2 26 72 2 54 32 64 11 24 14 48 3 35 62 11 20 15 52 2 31 67 70 76 62 68 64 79 70 70 68 44 HR 21 22 14 40 3 43 54 T47

QA14 Quelles seraient les principales raisons pour lesquelles vous envisageriez de travailler dans un autre Etat membre de l UE? (PLUSIEURS REPONSES POSSIBLES) QA14 What would be the main reasons why you would consider working in another EU Member State? (MULTIPLE ANSWERS POSSIBLE) QA14 Was wären die Hauptgründe, weshalb Sie in Erwägung ziehen würden, in einem anderen EU-Mitgliedstaat zu arbeiten? (MEHRFACHNENNUNGEN MÖGLICH) Pour avoir un meilleur salaire Pour bénéficier de meilleures conditions de travail autres que le salaire Vous voudriez vivre ou travailler dans un autre pays, même si les conditions économiques n y sont pas tellement meilleures To get a better salary To benefit from better working conditions other than salary You would like to live or work in a different country even if economic conditions are not much better there % EU 27 BE BG CZ DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK Um ein besseres Gehalt zu bekommen Um, unabhängig vom Gehalt, von besseren Arbeitsbedingungen zu profitieren 50 22 Sie würden gerne in einem anderen Land leben oder arbeiten, selbst wenn die wirtschaftlichen Bedingungen dort nicht viel besser sind 35 16 20 89 31 9 73 23 11 28 5 59 42 16 26 79 24 12 39 19 12 76 43 9 48 20 5 43 21 26 45 31 9 62 51 10 70 22 6 78 24 7 16 19 34 82 40 9 75 27 10 21 6 37 54 26 23 78 23 6 53 19 6 85 35 9 80 35 9 81 19 8 40 23 43 38 15 49 36 13 20 17 HR 80 31 8 T48

QA14 Quelles seraient les principales raisons pour lesquelles vous envisageriez de travailler dans un autre Etat membre de l UE? (PLUSIEURS REPONSES POSSIBLES) QA14 What would be the main reasons why you would consider working in another EU Member State? (MULTIPLE ANSWERS POSSIBLE) QA14 Was wären die Hauptgründe, weshalb Sie in Erwägung ziehen würden, in einem anderen EU-Mitgliedstaat zu arbeiten? (MEHRFACHNENNUNGEN MÖGLICH) Vous ne trouvez pas de travail en (NOTRE PAYS) Pour des raisons familiales ou personnelles Le développement professionnel ou les opportunités de carrière sont plus intéressants dans votre métier dans d autres Etats membres de l UE You cannot find a job in (OUR COUNTRY) For family or personal reasons Professional development or career opportunities are better for your profession in other EU Member States Sie finden in (UNSEREM LAND) keine Arbeit Aus familiären oder persönlichen Gründen Die beruflichen Entwicklungs- oder Karrieremöglichkeiten für Ihren Beruf sind in anderen EU- Mitgliedstaaten besser % EU 27 BE BG CZ DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK HR 28 16 28 16 20 33 26 8 18 20 12 28 24 24 48 19 31 37 15 13 28 36 18 22 43 4 36 57 9 19 21 21 35 28 7 33 63 7 26 19 16 17 19 14 18 5 28 36 29 9 16 9 10 43 23 25 43 10 26 54 24 10 14 41 8 19 25 13 15 31 11 30 20 8 30 14 23 41 15 34 41 22 18 26 30 11 24 T49

QA14 Quelles seraient les principales raisons pour lesquelles vous envisageriez de travailler dans un autre Etat membre de l UE? (PLUSIEURS REPONSES POSSIBLES) QA14 What would be the main reasons why you would consider working in another EU Member State? (MULTIPLE ANSWERS POSSIBLE) QA14 Was wären die Hauptgründe, weshalb Sie in Erwägung ziehen würden, in einem anderen EU-Mitgliedstaat zu arbeiten? (MEHRFACHNENNUNGEN MÖGLICH) La protection sociale pour les salariés est meilleure dans d autres Etats membres de l UE Pour payer moins d impôts En travaillant à l étranger, vous cotiserez pour votre retraite en (NOTRE PAYS) There are better social guarantees for employees in other EU Member States To pay lower taxes Working abroad will contribute to your pension credits in (OUR COUNTRY) In anderen EU-Mitgliedstaaten gibt es für Angestellte eine bessere soziale Absicherung Um niedrigere Steuern zu bezahlen Das Arbeiten im Ausland wird Ihnen auf Ihre Rentenansprüche in (UNSEREM LAND) angerechnet % EU 27 BE BG CZ DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK HR 10 13 5 6 22 5 15 1 12 17 8 16 2 28 3 2 11 6 21 1 13 8 8 7 40 15 9 11 1 3 1 22 7 17 25 3 15 4 8 17 6 7 27 4 9 1 2 1 16 20 13 12 4 10 3 11 0 4 9 11 14 9 8 23 14 6 17 8 10 26 17 17 25 8 14 3 16 6 1 12 6 3 13 1 18 7 23 T50

QA14 Quelles seraient les principales raisons pour lesquelles vous envisageriez de travailler dans un autre Etat membre de l UE? (PLUSIEURS REPONSES POSSIBLES) QA14 What would be the main reasons why you would consider working in another EU Member State? (MULTIPLE ANSWERS POSSIBLE) QA14 Was wären die Hauptgründe, weshalb Sie in Erwägung ziehen würden, in einem anderen EU-Mitgliedstaat zu arbeiten? (MEHRFACHNENNUNGEN MÖGLICH) Autre (SPONTANE) Aucun (SPONTANE) NSP Other (SPONTANEOUS) None (SPONTANEOUS) Sonstiges (SPONTAN) Nichts davon (SPONTAN) WN % EU 27 BE BG CZ DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK HR 6 1 0 12 3 0 0 0 2 6 1 0 5 0 0 5 2 0 4 1 1 5 2 1 2 0 0 3 1 0 10 3 0 2 1 0 2 0 0 1 1 1 2 0 0 15 2 0 1 0 0 6 0 0 9 2 0 14 1 0 3 0 0 3 0 0 2 0 1 4 0 0 1 0 0 6 0 1 9 0 0 12 3 1 1 0 0 T51

QA15 Quelles seraient les principales raisons pour lesquelles vous n envisageriez pas de travailler dans un autre Etat membre de l UE? (PLUSIEURS REPONSES POSSIBLES) QA15 What would be the main reasons why you would not consider working in another EU Member State? (MULTIPLE ANSWERS POSSIBLE) QA15 Was wären die Hauptgründe, weshalb Sie nicht in Erwägung ziehen würden, in einem anderen EU-Mitgliedstaat zu arbeiten? (MEHRFACHNENNUNGEN MÖGLICH) Vous ne voulez pas travailler ou vivre dans un autre pays Vous ne connaissez pas la langue Vous ne savez pas comment chercher du travail dans d autres pays Vous ne pourriez pas trouver de meilleur travail à l étranger You don t want to work or live in another country You don t know the language You don t know how to look for a job in other countries You would not be able to find a better job abroad Sie möchten nicht in einem anderen Land arbeiten oder leben Sie beherrschen die Sprache nicht Sie wissen nicht, wie man in anderen Ländern nach einem Job sucht Sie wären nicht in der Lage, im Ausland einen besseren Job zu finden % EU 27 BE BG CZ DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK 32 20 4 6 26 19 7 8 40 22 6 7 47 38 10 9 27 7 1 7 27 21 3 9 34 17 3 8 27 10 3 6 53 20 4 6 37 18 3 4 29 26 4 4 35 22 9 7 61 13 5 6 36 16 3 5 34 20 5 5 26 2 2 23 40 36 6 5 50 6 2 3 25 12 4 8 41 21 5 14 32 21 5 5 50 8 4 4 44 15 4 8 34 18 4 2 44 36 5 7 25 20 2 4 17 12 2 5 19 11 2 3 HR 28 11 2 3 T52

QA15 Quelles seraient les principales raisons pour lesquelles vous n envisageriez pas de travailler dans un autre Etat membre de l UE? (PLUSIEURS REPONSES POSSIBLES) QA15 What would be the main reasons why you would not consider working in another EU Member State? (MULTIPLE ANSWERS POSSIBLE) QA15 Was wären die Hauptgründe, weshalb Sie nicht in Erwägung ziehen würden, in einem anderen EU-Mitgliedstaat zu arbeiten? (MEHRFACHNENNUNGEN MÖGLICH) Pour des raisons familiales ou personnelles Vous avez de meilleures opportunités en (NOTRE PAYS) Vous ne savez pas si le temps passé à travailler à l étranger compterait pour votre droit à la retraite Vous êtes préoccupé(e) par le système fiscal et les lois à l étranger For family or personal reasons You have better opportunities in (OUR COUNTRY) You don t know if time spent working abroad would count towards your pension entitlement You are concerned about foreign tax systems and laws % EU 27 BE BG CZ DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK HR Aus familiären oder persönlichen Gründen Sie haben bessere Möglichkeiten in (UNSEREM LAND) Sie wissen nicht, ob die Zeit, die Sie im Ausland arbeiten, auf Ihre Rentenansprüche angerechnet werden würde Sie haben Bedenken bezüglich ausländischer Steuersysteme und Gesetze 47 11 3 3 55 16 5 5 32 8 1 1 48 10 4 3 65 13 3 6 60 22 4 5 40 11 2 1 58 8 3 2 46 4 1 1 38 7 0 1 46 9 5 4 38 6 3 3 65 9 0 0 49 18 1 1 29 11 1 1 40 30 4 4 50 2 2 2 46 12 0 1 51 12 4 3 65 30 9 8 32 8 3 2 40 4 1 1 35 9 3 3 49 11 0 2 58 7 2 4 44 10 1 2 60 10 4 3 48 8 1 1 52 4 1 1 T53

QA15 Quelles seraient les principales raisons pour lesquelles vous n envisageriez pas de travailler dans un autre Etat membre de l UE? (PLUSIEURS REPONSES POSSIBLES) QA15 What would be the main reasons why you would not consider working in another EU Member State? (MULTIPLE ANSWERS POSSIBLE) QA15 Was wären die Hauptgründe, weshalb Sie nicht in Erwägung ziehen würden, in einem anderen EU-Mitgliedstaat zu arbeiten? (MEHRFACHNENNUNGEN MÖGLICH) La protection sociale pour les salariés est moins bonne dans les autres Etats membres de l UE Vous êtes préoccupé(e) par le fait que vos qualifications pourraient ne pas être reconnues dans les autres Etats membres de l UE Autre (SPONTANE) Aucun (SPONTANE) NSP There are worse social guarantees for employees in other EU Member States You are concerned that your qualifications will not be recognised in other EU Member States Other (SPONTANEOUS) None (SPONTANEOUS) % EU 27 BE BG CZ DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK In anderen EU- Mitgliedstaaten ist die soziale Absicherung für Angestellte schlechter Sie haben Bedenken, dass Ihre Qualifikationen in anderen EU- Mitgliedstaaten nicht anerkannt werden Sonstiges (SPONTAN) Nichts davon (SPONTAN) 4 3 13 10 1 8 3 11 8 1 1 3 8 7 10 3 7 7 4 4 WN 4 13 5 0 5 3 4 13 1 4 18 8 2 2 2 9 6 1 3 16 3 1 1 1 19 13 10 3 18 10 1 1 3 10 12 1 3 27 1 0 0 2 1 6 1 3 20 13 1 15 3 25 10 1 3 15 8 0 1 1 15 2 6 2 14 11 0 9 7 8 8 1 3 12 10 3 1 1 0 11 1 4 10 7 6 2 1 23 7 2 3 8 2 1 3 2 17 7 9 3 20 6 1 1 1 22 7 0 1 1 0 0 1 1 2 0 1 0 0 2 HR 1 2 14 12 0 T54

QA16.1 Imaginez que vous voulez juger de la qualité d un professionnel de la médecine (tel qu un docteur, une infirmière, un kinésithérapeute ou un psychologue) qui parle votre langue. Dans quelle mesure les critères suivants seraient-ils s pour vous? Sa réputation QA16.1 Imagine that you want to assess the quality of a medical professional (such as a doctor, a nurse, a physiotherapist or a psychologist), who speaks your language. Please tell me how each of the following criteria would be for you. Their reputation QA16.1 Stellen Sie sich vor, dass Sie die Qualität einer medizinischen Fachkraft (z. B. eines Arztes, einer Krankenschwester, eines Physiotherapeuten oder eines Psychologen) einschätzen möchten, die Ihre Sprache spricht. Bitte sagen Sie mir jeweils, wie wichtig Ihnen dabei die folgenden Kriterien wären. Der Ruf der jeweiligen Fachkraft Très Plutôt Pas très Pas du tout NSP Total 'Important' Total 'Pas ' % EU 27 BE BG CZ DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK HR Very Sehr wichtig Fairly Ziemlich wichtig 49 37 49 39 36 44 16 4 46 46 7 1 0 92 8 67 25 51 43 4 1 45 46 7 1 1 91 8 47 42 30 45 19 4 60 35 3 1 1 95 4 36 41 Not very Nicht besonders wichtig 51 38 8 Not at all Überhaupt nicht wichtig 38 48 11 3 71 23 4 1 1 94 63 31 4 1 1 94 5 39 46 11 3 1 85 14 41 46 10 2 1 62 29 6 2 1 91 57 34 7 2 0 91 9 8 5 62 31 4 2 58 30 10 2 0 88 12 10 1 5 1 9 2 15 7 66 26 5 1 1 86 42 42 11 4 1 84 15 1 93 1 88 49 40 7 2 2 89 9 0 80 2 92 51 38 9 1 1 89 10 1 94 0 89 54 34 8 2 2 88 10 2 75 1 77 45 41 9 3 2 86 12 2 92 Gesamt 'Nicht wichtig' 87 12 40 44 12 3 1 84 15 35 47 15 3 0 82 18 WN Total 'Important' Gesamt 'Wichtig' 2 1 89 Total 'Not ' 10 0 86 14 5 8 13 6 11 20 6 5 11 23 22 6 T55

QA16.2 Imaginez que vous voulez juger de la qualité d un professionnel de la médecine (tel qu un docteur, une infirmière, un kinésithérapeute ou un psychologue) qui parle votre langue. Dans quelle mesure les critères suivants seraient-ils s pour vous? Le pays dans lequel il ou elle a obtenu ses diplômes QA16.2 Imagine that you want to assess the quality of a medical professional (such as a doctor, a nurse, a physiotherapist or a psychologist), who speaks your language. Please tell me how each of the following criteria would be for you. The country where they obtained their qualifications QA16.2 Stellen Sie sich vor, dass Sie die Qualität einer medizinischen Fachkraft (z. B. eines Arztes, einer Krankenschwester, eines Physiotherapeuten oder eines Psychologen) einschätzen möchten, die Ihre Sprache spricht. Bitte sagen Sie mir jeweils, wie wichtig Ihnen dabei die folgenden Kriterien wären. Das Land, in dem die Person ihre Qualifikationen erworben hat Très Plutôt Pas très Pas du tout NSP Total 'Important' Total 'Pas ' % EU 27 BE BG CZ DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK HR Very Sehr wichtig Fairly Ziemlich wichtig 28 27 15 22 16 27 36 21 31 42 18 8 1 73 26 24 31 44 38 14 4 20 38 29 11 2 58 40 24 33 22 32 27 17 26 33 26 14 1 59 40 22 40 Not very Nicht besonders wichtig 31 33 23 Not at all Überhaupt nicht wichtig 29 30 28 13 33 37 18 11 1 70 32 36 21 9 2 68 30 16 29 38 16 1 45 54 25 35 26 12 2 42 29 19 9 1 71 35 35 21 9 0 70 30 22 22 47 36 11 5 24 32 27 17 0 56 44 40 21 28 14 26 16 24 14 46 27 18 8 1 55 27 28 26 18 1 55 44 1 83 2 37 13 25 35 26 1 38 61 0 43 3 55 33 36 23 7 1 69 30 0 82 1 57 19 34 28 16 3 53 44 2 54 0 62 17 30 37 15 1 47 52 1 73 Gesamt 'Nicht wichtig' 60 38 14 28 36 21 1 42 57 22 35 29 13 1 57 42 WN Total 'Important' Gesamt 'Wichtig' 12 1 64 Total 'Not ' 35 0 59 41 29 28 44 16 61 57 42 18 42 44 38 26 T56

QA16.3 Imaginez que vous voulez juger de la qualité d un professionnel de la médecine (tel qu un docteur, une infirmière, un kinésithérapeute ou un psychologue) qui parle votre langue. Dans quelle mesure les critères suivants seraient-ils s pour vous? Ses tarifs QA16.3 Imagine that you want to assess the quality of a medical professional (such as a doctor, a nurse, a physiotherapist or a psychologist), who speaks your language. Please tell me how each of the following criteria would be for you. Their fees QA16.3 Stellen Sie sich vor, dass Sie die Qualität einer medizinischen Fachkraft (z. B. eines Arztes, einer Krankenschwester, eines Physiotherapeuten oder eines Psychologen) einschätzen möchten, die Ihre Sprache spricht. Bitte sagen Sie mir jeweils, wie wichtig Ihnen dabei die folgenden Kriterien wären. Die Tarife / Kosten Très Plutôt Pas très Pas du tout NSP Total 'Important' Total 'Pas ' % EU 27 BE BG CZ DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK HR Very Sehr wichtig Fairly Ziemlich wichtig 40 37 52 35 18 37 37 7 47 40 9 3 1 87 12 54 32 49 39 10 2 38 45 12 3 2 83 15 26 35 43 37 13 5 60 31 6 2 1 91 8 11 38 Not very Nicht besonders wichtig 37 39 16 Not at all Überhaupt nicht wichtig 24 45 24 7 39 33 14 10 4 72 54 31 11 2 2 85 13 14 39 34 10 3 53 44 29 45 19 5 2 53 34 10 2 1 87 49 35 14 2 0 84 16 13 8 46 39 10 4 65 28 5 2 0 93 7 11 2 10 3 27 11 34 15 44 32 13 6 2 77 27 43 21 8 1 70 29 1 85 0 87 56 33 7 2 2 89 9 1 55 1 86 23 40 28 7 2 63 35 0 88 1 61 39 37 15 6 3 76 21 2 80 2 49 11 46 30 9 4 57 39 5 76 Gesamt 'Nicht wichtig' 74 24 28 38 20 10 4 66 30 35 38 18 7 2 73 25 WN Total 'Important' Gesamt 'Wichtig' 6 2 76 Total 'Not ' 22 0 69 31 24 12 21 14 13 44 13 12 38 18 49 19 T57

QA16.4 Imaginez que vous voulez juger de la qualité d un professionnel de la médecine (tel qu un docteur, une infirmière, un kinésithérapeute ou un psychologue) qui parle votre langue. Dans quelle mesure les critères suivants seraient-ils s pour vous? Ses années d expérience QA16.4 Imagine that you want to assess the quality of a medical professional (such as a doctor, a nurse, a physiotherapist or a psychologist), who speaks your language. Please tell me how each of the following criteria would be for you. Years of experience QA16.4 Stellen Sie sich vor, dass Sie die Qualität einer medizinischen Fachkraft (z. B. eines Arztes, einer Krankenschwester, eines Physiotherapeuten oder eines Psychologen) einschätzen möchten, die Ihre Sprache spricht. Bitte sagen Sie mir jeweils, wie wichtig Ihnen dabei die folgenden Kriterien wären. Die Jahre an Berufserfahrung Très Plutôt Pas très Pas du tout NSP Total 'Important' Total 'Pas ' % EU 27 BE BG CZ DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK HR Very Sehr wichtig Fairly Ziemlich wichtig 55 33 43 39 31 43 20 5 46 45 7 2 0 91 9 54 35 45 44 10 1 42 47 9 1 1 89 10 47 41 45 41 10 3 43 45 9 2 1 88 11 26 54 Not very Nicht besonders wichtig 46 40 11 Not at all Überhaupt nicht wichtig 33 50 14 3 68 28 2 1 1 96 45 45 8 1 1 90 9 22 48 25 4 1 70 29 35 47 14 3 1 52 35 10 3 0 87 60 34 5 1 0 94 6 7 4 63 31 4 2 63 28 7 2 0 91 9 14 3 8 2 10 2 13 6 50 36 11 2 1 88 38 40 16 5 1 78 21 0 94 1 82 38 42 15 4 1 80 19 1 74 1 89 32 46 19 2 1 78 21 0 89 0 88 56 33 7 2 2 89 9 1 86 1 80 32 45 20 2 1 77 22 1 86 Gesamt 'Nicht wichtig' 82 17 22 50 21 6 1 72 27 39 44 14 2 1 83 16 WN Total 'Important' Gesamt 'Wichtig' 2 1 86 Total 'Not ' 13 0 83 17 3 13 11 6 17 25 10 11 12 13 19 13 T58

QA17.1 Imaginez que vous voulez juger de la qualité d un coiffeur qui parle votre langue. Dans quelle mesure les critères suivants seraient-ils s pour vous? Sa réputation QA17.1 Imagine that you want to assess the quality of a hairdresser who speaks your language. Please tell me how each of the following criteria would be for you. Their reputation QA17.1 Stellen Sie sich vor, dass Sie die Qualität eines Friseurs einschätzen möchten, der Ihre Sprache spricht. Bitte sagen Sie mir jeweils, wie wichtig Ihnen dabei die folgenden Kriterien wären. Der Ruf des Friseurs Très Plutôt Pas très Pas du tout NSP Total 'Important' Total 'Pas ' % EU 27 BE BG CZ DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK HR Very Sehr wichtig Fairly Ziemlich wichtig 26 43 29 42 18 43 28 10 31 51 15 3 0 82 18 34 37 26 49 23 2 27 52 14 5 2 79 19 25 51 15 34 36 13 38 41 15 6 0 79 21 17 45 Not very Nicht besonders wichtig 27 44 19 Not at all Überhaupt nicht wichtig 17 50 23 10 33 42 17 6 2 75 43 41 10 5 1 84 15 19 46 25 9 1 65 34 16 47 25 10 2 42 41 12 4 1 83 28 46 20 6 0 74 26 19 11 38 47 11 3 24 30 29 17 0 54 46 21 7 18 8 19 4 24 13 38 36 16 7 1 69 23 41 22 12 2 64 34 1 85 1 71 26 47 17 8 2 73 25 1 61 3 71 21 42 27 9 1 63 36 0 75 1 76 27 39 20 9 5 66 29 2 49 1 62 19 48 21 9 3 67 30 3 74 Gesamt 'Nicht wichtig' 63 35 20 47 22 9 2 67 31 18 39 31 11 1 57 42 WN Total 'Important' Gesamt 'Wichtig' 8 2 71 Total 'Not ' 27 0 67 33 23 16 30 14 28 38 26 25 23 49 37 23 T59

QA17.2 Imaginez que vous voulez juger de la qualité d un coiffeur qui parle votre langue. Dans quelle mesure les critères suivants seraient-ils s pour vous? Le pays dans lequel il ou elle a obtenu son diplôme QA17.2 Imagine that you want to assess the quality of a hairdresser who speaks your language. Please tell me how each of the following criteria would be for you. The country where they obtained their qualifications QA17.2 Stellen Sie sich vor, dass Sie die Qualität eines Friseurs einschätzen möchten, der Ihre Sprache spricht. Bitte sagen Sie mir jeweils, wie wichtig Ihnen dabei die folgenden Kriterien wären. Das Land, in dem die Person ihre Qualifikationen erworben hat Très Plutôt Pas très Pas du tout NSP Total 'Important' Total 'Pas ' % EU 27 BE BG CZ DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK HR Very Sehr wichtig Fairly Ziemlich wichtig 9 16 6 13 3 8 44 44 17 35 30 18 0 52 48 9 23 19 30 36 14 14 28 39 17 2 42 56 12 23 5 15 37 42 11 22 30 37 0 33 67 5 18 Not very Nicht besonders wichtig 12 21 35 Not at all Überhaupt nicht wichtig 6 17 41 36 10 23 32 32 3 33 12 25 34 27 2 37 61 4 11 45 39 1 15 84 7 20 38 34 1 20 27 30 22 1 47 15 16 34 35 0 31 69 31 43 27 36 25 11 3 11 34 52 0 14 86 37 43 38 26 39 25 38 38 14 19 37 27 1 25 5 10 37 46 2 15 83 1 63 1 19 6 15 34 43 2 21 77 1 11 4 32 6 14 45 34 1 20 79 1 49 1 35 12 21 35 27 5 33 62 1 20 1 23 3 9 38 48 2 12 86 3 33 Gesamt 'Nicht wichtig' 27 72 4 13 41 40 2 17 81 10 22 42 25 1 32 67 WN Total 'Important' Gesamt 'Wichtig' 30 2 33 Total 'Not ' 65 0 23 77 64 52 74 36 80 88 64 50 64 79 76 64 T60

QA17.3 Imaginez que vous voulez juger de la qualité d un coiffeur qui parle votre langue. Dans quelle mesure les critères suivants seraient-ils s pour vous? Ses tarifs QA17.3 Imagine that you want to assess the quality of a hairdresser who speaks your language. Please tell me how each of the following criteria would be for you. Their fees QA17.3 Stellen Sie sich vor, dass Sie die Qualität eines Friseurs einschätzen möchten, der Ihre Sprache spricht. Bitte sagen Sie mir jeweils, wie wichtig Ihnen dabei die folgenden Kriterien wären. Die Tarife / Kosten Très Plutôt Pas très Pas du tout NSP Total 'Important' Total 'Pas ' % EU 27 BE BG CZ DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK HR Very Sehr wichtig Fairly Ziemlich wichtig 37 42 41 38 24 44 24 7 39 44 12 5 0 83 17 42 34 40 42 16 2 32 49 13 4 2 81 17 20 37 37 40 17 5 47 40 10 3 0 87 13 8 38 Not very Nicht besonders wichtig 31 45 17 Not at all Überhaupt nicht wichtig 24 49 19 8 27 38 21 12 2 65 54 34 8 3 1 88 11 22 49 23 5 1 71 28 26 50 18 5 1 42 40 13 4 1 82 35 43 18 4 0 78 22 12 8 34 48 14 3 59 30 7 4 0 89 11 16 4 13 8 30 12 33 19 32 40 18 8 1 79 27 46 16 9 2 73 25 1 82 1 79 42 37 13 6 2 79 19 1 68 3 76 31 45 19 4 1 76 23 0 82 1 57 27 37 20 11 5 64 31 1 77 2 46 18 55 19 5 3 73 24 2 72 Gesamt 'Nicht wichtig' 76 23 22 43 21 10 4 65 31 24 37 28 10 1 61 38 WN Total 'Important' Gesamt 'Wichtig' 6 1 76 Total 'Not ' 23 0 73 27 33 17 20 17 20 31 21 18 42 22 52 26 T61

QA17.4 Imaginez que vous voulez juger de la qualité d un coiffeur qui parle votre langue. Dans quelle mesure les critères suivants seraient-ils s pour vous? Ses années d expérience QA17.4 Imagine that you want to assess the quality of a hairdresser who speaks your language. Please tell me how each of the following criteria would be for you. Years of experience QA17.4 Stellen Sie sich vor, dass Sie die Qualität eines Friseurs einschätzen möchten, der Ihre Sprache spricht. Bitte sagen Sie mir jeweils, wie wichtig Ihnen dabei die folgenden Kriterien wären. Die Jahre an Berufserfahrung Très Plutôt Pas très Pas du tout NSP Total 'Important' Total 'Pas ' % EU 27 BE BG CZ DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK HR Very Sehr wichtig Fairly Ziemlich wichtig 31 42 22 39 13 39 35 12 29 50 18 3 0 79 21 34 36 21 41 31 6 25 52 18 4 1 77 22 30 45 23 37 30 10 24 42 25 9 0 66 34 12 41 Not very Nicht besonders wichtig 24 41 24 Not at all Überhaupt nicht wichtig 12 43 32 13 36 40 17 5 2 76 21 46 24 8 1 67 32 9 29 46 14 2 38 60 13 39 35 12 1 33 43 17 6 1 76 33 44 20 3 0 77 23 16 10 39 45 12 4 35 40 19 6 0 75 25 27 11 20 6 20 5 30 16 25 40 24 9 1 73 16 36 29 17 2 52 46 0 84 1 61 18 38 28 14 2 56 42 1 52 4 70 13 33 39 14 1 46 53 1 62 0 75 31 38 19 7 5 69 26 0 60 1 53 11 37 38 13 1 48 51 2 65 Gesamt 'Nicht wichtig' 52 47 13 36 33 15 3 49 48 24 38 29 8 1 62 37 WN Total 'Important' Gesamt 'Wichtig' 10 1 65 Total 'Not ' 34 0 55 45 22 23 26 16 38 47 26 37 25 40 46 33 T62

QA18.1 Imaginez que vous voulez juger de la qualité d un professionnel comme un comptable, un architecte, un avocat ou un conseiller fiscal qui parle votre langue. Dans quelle mesure les critères suivants seraient-ils s pour vous? Sa réputation QA18.1 Imagine that you want to assess the quality of a professional like an accountant, an architect, a lawyer or a tax advisor who speaks your language. Please tell me how each of the following criteria would be for you. Their reputation QA18.1 Stellen Sie sich vor, dass Sie die Qualität einer Fachkraft wie z. B. eines Buchhalters, Architekten, Anwalts oder Steuerberaters einschätzen möchten, der Ihre Sprache spricht. Bitte sagen Sie mir jeweils, wie wichtig Ihnen dabei die folgenden Kriterien wären. Der Ruf der jeweiligen Fachkraft Très Plutôt Pas très Pas du tout NSP Total 'Important' Total 'Pas ' % EU 27 BE BG CZ DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK HR Very Sehr wichtig Fairly Ziemlich wichtig 43 42 49 37 35 50 9 3 47 44 8 1 0 91 9 69 24 51 42 5 1 37 52 7 2 2 89 9 37 49 32 44 18 4 54 38 6 2 0 92 8 44 41 Not very Nicht besonders wichtig 50 40 6 Not at all Überhaupt nicht wichtig 41 48 8 2 69 26 2 1 2 95 66 27 5 1 1 93 6 46 47 5 1 1 93 6 40 48 8 2 2 61 32 5 1 1 93 49 41 9 1 0 90 10 10 4 57 36 4 2 65 28 6 1 0 93 7 8 2 3 1 11 2 8 5 68 27 3 1 1 85 46 42 6 3 3 88 9 1 93 4 86 48 40 6 3 3 88 9 3 85 3 93 52 42 3 1 2 94 4 1 93 1 86 50 37 8 1 4 87 9 2 76 2 85 53 38 4 2 3 91 6 1 95 Gesamt 'Nicht wichtig' 88 10 35 48 9 3 5 83 12 34 46 15 4 1 80 19 WN Total 'Important' Gesamt 'Wichtig' 2 2 90 Total 'Not ' 1 89 10 8 3 6 14 6 10 12 4 6 13 22 13 4 T63

QA18.2 Imaginez que vous voulez juger de la qualité d un professionnel comme un comptable, un architecte, un avocat ou un conseiller fiscal qui parle votre langue. Dans quelle mesure les critères suivants seraient-ils s pour vous? Le pays dans lequel il ou elle a obtenu son diplôme QA18.2 Imagine that you want to assess the quality of a professional like an accountant, an architect, a lawyer or a tax advisor who speaks your language. Please tell me how each of the following criteria would be for you. The country where they obtained their qualifications QA18.2 Stellen Sie sich vor, dass Sie die Qualität einer Fachkraft wie z. B. eines Buchhalters, Architekten, Anwalts oder Steuerberaters einschätzen möchten, der Ihre Sprache spricht. Bitte sagen Sie mir jeweils, wie wichtig Ihnen dabei die folgenden Kriterien wären. Das Land, in dem die Person ihre Qualifikationen erworben hat Très Plutôt Pas très Pas du tout NSP Total 'Important' Total 'Pas ' % EU 27 BE BG CZ DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK HR Very Sehr wichtig Fairly Ziemlich wichtig 26 30 15 28 12 25 41 19 30 40 20 9 1 70 29 30 29 40 40 16 3 21 41 26 9 3 62 35 18 29 22 32 28 16 22 38 27 13 0 60 40 22 39 Not very Nicht besonders wichtig 30 34 22 Not at all Überhaupt nicht wichtig 28 33 28 10 30 35 21 11 3 65 30 33 27 9 1 63 36 23 33 29 14 1 56 43 28 37 23 10 2 38 34 16 11 1 72 27 36 26 11 0 63 37 23 20 44 37 12 6 24 29 29 18 0 53 47 32 21 25 12 34 17 22 15 45 28 17 8 1 56 21 30 26 20 3 51 46 1 81 4 43 14 25 33 24 4 39 57 3 37 4 59 32 37 23 6 2 69 29 1 80 2 47 22 31 30 12 5 53 42 2 54 2 61 23 36 27 11 3 59 38 2 73 Gesamt 'Nicht wichtig' 65 33 13 29 34 19 5 42 53 21 34 32 12 1 55 44 WN Total 'Important' Gesamt 'Wichtig' 12 2 64 Total 'Not ' 34 1 61 38 32 27 43 18 53 60 37 19 51 44 37 25 T64

QA18.3 Imaginez que vous voulez juger de la qualité d un professionnel comme un comptable, un architecte, un avocat ou un conseiller fiscal qui parle votre langue. Dans quelle mesure les critères suivants seraient-ils s pour vous? Ses tarifs QA18.3 Imagine that you want to assess the quality of a professional like an accountant, an architect, a lawyer or a tax advisor who speaks your language. Please tell me how each of the following criteria would be for you. Their fees QA18.3 Stellen Sie sich vor, dass Sie die Qualität einer Fachkraft wie z. B. eines Buchhalters, Architekten, Anwalts oder Steuerberaters einschätzen möchten, der Ihre Sprache spricht. Bitte sagen Sie mir jeweils, wie wichtig Ihnen dabei die folgenden Kriterien wären. Die Tarife / Kosten Très Plutôt Pas très Pas du tout NSP Total 'Important' Total 'Pas ' % EU 27 BE BG CZ DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK HR Very Sehr wichtig 63 Fairly Ziemlich wichtig 46 41 51 36 34 49 10 3 50 37 11 2 0 87 13 65 27 59 34 5 1 40 47 7 3 3 87 10 25 40 54 36 7 1 60 34 5 1 0 94 6 17 45 Not very Nicht besonders wichtig 46 41 8 Not at all Überhaupt nicht wichtig 38 48 11 2 46 31 13 7 3 77 31 4 1 1 94 25 53 17 3 2 78 20 40 46 10 2 2 57 34 6 2 1 91 47 44 8 1 0 91 9 8 4 51 38 7 3 77 21 2 0 0 98 2 8 1 5 0 26 7 24 10 58 33 5 2 1 87 43 43 7 4 3 86 11 1 89 4 87 56 34 5 2 3 90 7 4 83 3 92 47 42 8 1 2 89 9 1 93 2 65 44 34 13 4 5 78 17 2 90 4 62 29 55 10 3 3 84 13 2 91 Gesamt 'Nicht wichtig' 86 12 31 44 11 7 7 75 18 40 39 16 4 1 79 20 WN Total 'Important' Gesamt 'Wichtig' 3 2 87 Total 'Not ' 11 1 86 13 20 5 8 12 10 9 13 5 6 33 8 34 7 T65

QA18.4 Imaginez que vous voulez juger de la qualité d un professionnel comme un comptable, un architecte, un avocat ou un conseiller fiscal qui parle votre langue. Dans quelle mesure les critères suivants seraient-ils s pour vous? Ses années d expérience QA18.4 Imagine that you want to assess the quality of a professional like an accountant, an architect, a lawyer or a tax advisor who speaks your language. Please tell me how each of the following criteria would be for you. Years of experience QA18.4 Stellen Sie sich vor, dass Sie die Qualität einer Fachkraft wie z. B. eines Buchhalters, Architekten, Anwalts oder Steuerberaters einschätzen möchten, der Ihre Sprache spricht. Bitte sagen Sie mir jeweils, wie wichtig Ihnen dabei die folgenden Kriterien wären. Die Jahre an Berufserfahrung Très Plutôt Pas très Pas du tout NSP Total 'Important' Total 'Pas ' % EU 27 BE BG CZ DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK HR Very Sehr wichtig 45 Fairly Ziemlich wichtig 47 42 43 40 28 47 19 4 43 47 8 1 1 90 9 60 31 43 46 9 1 36 51 9 2 2 87 11 37 47 46 41 9 3 38 50 9 3 0 88 12 32 49 Not very Nicht besonders wichtig 44 43 9 Not at all Überhaupt nicht wichtig 36 48 13 2 59 35 3 1 2 94 44 7 3 1 89 29 51 16 3 1 80 19 34 49 12 3 2 50 39 8 2 1 89 54 42 3 1 0 96 4 7 3 57 36 5 1 64 31 5 0 0 95 5 10 3 6 0 13 2 12 5 53 37 6 2 1 89 37 45 11 4 3 82 15 1 93 4 83 38 43 13 4 2 81 17 2 75 3 91 32 48 16 2 2 80 18 1 89 1 84 51 36 8 1 4 87 9 1 87 2 81 34 53 9 2 2 87 11 2 90 Gesamt 'Nicht wichtig' 83 15 25 48 18 4 5 73 22 36 44 16 3 1 80 19 WN Total 'Important' Gesamt 'Wichtig' 2 2 87 Total 'Not ' 11 1 84 15 4 10 10 10 6 13 23 6 10 15 12 17 8 T66

QA19.1 Imaginez que vous voulez juger de la qualité d un professionnel comme un plombier, un maçon ou un électricien qui parle votre langue. Dans quelle mesure les critères suivants seraient-ils s pour vous? Sa réputation QA19.1 Imagine that you want to assess the quality of a professional like a plumber, a builder or an electrician who speaks your language. Please tell me how each of the following criteria would be for you. Their reputation QA19.1 Stellen Sie sich vor, dass Sie die Qualität einer Fachkraft wie z. B. eines Installateurs, Bauhandwerkers oder Elektrikers einschätzen möchten, der Ihre Sprache spricht. Bitte sagen Sie mir jeweils, wie wichtig Ihnen dabei die folgenden Kriterien wären. Der Ruf der jeweiligen Fachkraft Très Plutôt Pas très Pas du tout NSP Total 'Important' Total 'Pas ' % EU 27 BE BG CZ DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK HR Very Sehr wichtig Fairly Ziemlich wichtig 35 49 39 42 29 54 14 3 39 49 10 2 0 88 12 51 37 40 50 9 1 35 51 10 3 1 86 13 33 49 25 41 25 8 50 41 6 3 0 91 9 42 42 Not very Nicht besonders wichtig 43 44 9 Not at all Überhaupt nicht wichtig 32 52 12 4 46 44 6 2 2 90 58 34 6 1 1 92 7 45 47 7 1 0 92 8 35 53 9 2 1 58 35 6 1 0 93 34 52 12 2 0 86 14 10 5 46 43 8 2 39 34 20 7 0 73 27 14 4 8 2 14 3 10 6 67 28 3 1 1 84 42 45 9 4 0 87 13 1 89 1 81 38 46 10 4 2 84 14 0 83 2 88 40 47 10 2 1 87 12 0 90 1 82 37 42 14 4 3 79 18 1 66 0 84 55 36 6 1 2 91 7 1 95 Gesamt 'Nicht wichtig' 88 11 33 45 14 5 3 78 19 22 45 26 6 1 67 32 WN Total 'Important' Gesamt 'Wichtig' 3 1 87 Total 'Not ' 12 0 84 16 8 7 15 10 18 17 10 10 17 33 16 4 T67

QA19.2 Imaginez que vous voulez juger de la qualité d un professionnel comme un plombier, un maçon ou un électricien qui parle votre langue. Dans quelle mesure les critères suivants seraient-ils s pour vous? Le pays dans lequel il ou elle a obtenu son diplôme QA19.2 Imagine that you want to assess the quality of a professional like a plumber, a builder or an electrician who speaks your language. Please tell me how each of the following criteria would be for you. The country where they obtained their qualifications QA19.2 Stellen Sie sich vor, dass Sie die Qualität einer Fachkraft wie z. B. eines Installateurs, Bauhandwerkers oder Elektrikers einschätzen möchten, der Ihre Sprache spricht. Bitte sagen Sie mir jeweils, wie wichtig Ihnen dabei die folgenden Kriterien wären. Das Land, in dem die Person ihre Qualifikationen erworben hat Très Plutôt Pas très Pas du tout NSP Total 'Important' Total 'Pas ' % EU 27 BE BG CZ DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK HR Very Sehr wichtig Fairly Ziemlich wichtig 14 22 7 19 5 17 48 29 20 39 27 14 0 59 41 15 30 32 40 23 5 17 33 33 16 1 50 49 14 22 7 22 37 33 14 28 31 27 0 42 58 21 37 Not very Nicht besonders wichtig 21 29 30 Not at all Überhaupt nicht wichtig 12 27 41 20 14 28 28 28 2 42 18 28 36 17 1 46 53 14 29 39 18 0 43 57 21 34 31 13 1 32 32 21 14 1 64 14 20 35 31 0 34 66 27 36 30 37 22 10 5 11 29 55 0 16 84 37 36 34 18 37 26 24 17 36 29 24 9 1 36 11 18 34 36 1 29 70 1 67 1 26 8 17 34 39 2 25 73 1 22 3 45 14 27 45 13 1 41 58 0 72 1 36 14 25 35 23 3 39 58 1 29 1 58 18 32 33 16 1 50 49 2 65 Gesamt 'Nicht wichtig' 55 44 7 19 41 30 3 26 71 14 24 41 21 0 38 62 WN Total 'Important' Gesamt 'Wichtig' 19 1 50 Total 'Not ' 49 0 39 61 56 35 63 32 73 77 52 28 63 70 41 33 T68

QA19.3 Imaginez que vous voulez juger de la qualité d un professionnel comme un plombier, un maçon ou un électricien qui parle votre langue. Dans quelle mesure les critères suivants seraient-ils s pour vous? Ses tarifs QA19.3 Imagine that you want to assess the quality of a professional like a plumber, a builder or an electrician who speaks your language. Please tell me how each of the following criteria would be for you. Their fees QA19.3 Stellen Sie sich vor, dass Sie die Qualität einer Fachkraft wie z. B. eines Installateurs, Bauhandwerkers oder Elektrikers einschätzen möchten, der Ihre Sprache spricht. Bitte sagen Sie mir jeweils, wie wichtig Ihnen dabei die folgenden Kriterien wären. Die Tarife / Kosten Très Plutôt Pas très Pas du tout NSP Total 'Important' Total 'Pas ' % EU 27 BE BG CZ DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK HR Very Sehr wichtig 65 Fairly Ziemlich wichtig 48 39 48 40 32 53 11 3 47 39 9 5 0 86 14 55 37 57 38 4 1 41 47 8 3 1 88 11 25 37 55 36 7 1 61 34 4 1 0 95 5 18 48 Not very Nicht besonders wichtig 44 43 9 Not at all Überhaupt nicht wichtig 36 51 11 2 36 38 14 10 2 74 28 5 1 1 93 30 56 13 1 0 86 14 41 49 8 1 1 56 35 8 1 0 91 45 44 10 1 0 89 11 7 5 47 40 9 3 73 22 4 1 0 95 5 9 2 5 1 27 10 25 8 53 38 6 2 1 87 43 45 8 4 0 88 12 1 87 1 88 53 36 7 2 2 89 9 1 85 2 92 42 49 8 1 0 91 9 0 95 1 62 39 38 16 4 3 77 20 1 91 1 66 30 57 10 2 1 87 12 1 91 Gesamt 'Nicht wichtig' 90 9 32 46 13 4 5 78 17 33 39 20 7 1 72 27 WN Total 'Important' Gesamt 'Wichtig' 3 1 87 Total 'Not ' 12 0 87 13 24 6 9 12 12 11 14 6 5 37 8 33 8 T69

QA19.4 Imaginez que vous voulez juger de la qualité d un professionnel comme un plombier, un maçon ou un électricien qui parle votre langue. Dans quelle mesure les critères suivants seraient-ils s pour vous? Ses années d expérience QA19.4 Imagine that you want to assess the quality of a professional like a plumber, a builder or an electrician who speaks your language. Please tell me how each of the following criteria would be for you. Years of experience QA19.4 Stellen Sie sich vor, dass Sie die Qualität einer Fachkraft wie z. B. eines Installateurs, Bauhandwerkers oder Elektrikers einschätzen möchten, der Ihre Sprache spricht. Bitte sagen Sie mir jeweils, wie wichtig Ihnen dabei die folgenden Kriterien wären. Die Jahre an Berufserfahrung Très Plutôt Pas très Pas du tout NSP Total 'Important' Total 'Pas ' % EU 27 BE BG CZ DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK HR Very Sehr wichtig Fairly Ziemlich wichtig 42 45 35 45 23 51 21 4 39 49 10 2 0 88 12 50 39 38 47 13 2 35 53 8 3 1 88 11 37 44 36 45 14 4 34 51 12 3 0 85 15 32 52 Not very Nicht besonders wichtig 37 47 12 Not at all Überhaupt nicht wichtig 29 50 17 4 46 41 9 2 2 87 35 50 11 3 1 85 14 21 49 27 2 1 70 29 28 53 15 3 1 47 41 10 2 0 88 42 48 9 1 0 90 10 8 4 47 42 8 2 50 36 12 2 0 86 14 15 4 8 1 15 3 11 4 47 42 8 2 1 87 30 46 17 6 1 76 23 1 89 1 80 30 47 16 5 2 77 21 1 74 2 89 24 48 25 2 1 72 27 0 85 1 81 42 40 13 2 3 82 15 1 81 1 84 29 55 13 2 1 84 15 1 89 Gesamt 'Nicht wichtig' 81 18 20 49 22 6 3 69 28 30 45 21 4 0 75 25 WN Total 'Important' Gesamt 'Wichtig' 3 1 84 Total 'Not ' 15 0 79 21 11 12 12 10 19 25 9 15 18 18 15 10 T70

QA20.1 Comme vous le savez peut-être, faire un apprentissage ou obtenir certains diplômes spécifiques sont des obligations légales pour accéder à certaines professions dans certains pays, tandis que dans d autres pays, la décision est laissée à l employeur et au consommateur. Pour chacune des professions suivantes, dans quelle mesure pensez-vous qu une telle obligation légale est justifiée ou pas? Les coiffeurs QA20.1 As you may know, access to some professions requires by law in some countries the completion of a traineeship or achieving certain specific qualifications while in others the decision is left to the employer and to the consumer. For each of the following professions, please tell me if you think it is justified or not to place such legal requirements? Hairdressers QA20.1 Wie Sie vielleicht wissen, ist in einigen Ländern der Abschluss einer Ausbildung oder der Erwerb bestimmter Qualifikationen gesetzlich vorgeschrieben, um bestimmte Berufe ausüben zu können, während in anderen Ländern diese Entscheidung dem Arbeitgeber oder den Verbrauchern überlassen bleibt. Bitte sagen Sie mir für jeden der folgenden Berufszweige, inwieweit es Ihrer Meinung nach gerechtfertigt oder nicht gerechtfertigt ist, solche gesetzlichen Anforderungen zu erlassen. Friseure Tout à fait justifiée Plutôt justifiée Plutôt injustifiée Tout à fait injustifiée NSP Totally justified Fairly justified Fairly unjustified Totally unjustified Voll und ganz gerechtfertigt Eher gerechtfertigt Eher ungerechtfertigt Überhaupt nicht gerechtfertigt WN % EU 27 BE BG CZ DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK 24 27 35 26 45 20 5 65 20 10 4 1 16 41 26 42 23 43 23 8 19 43 24 9 5 15 50 10 30 41 23 22 47 23 8 19 32 24 17 8 31 42 20 4 3 24 36 26 13 1 24 41 26 6 3 26 38 23 8 5 25 40 20 11 4 37 47 10 5 1 18 16 22 42 25 9 2 26 12 18 36 22 14 10 31 41 20 6 26 42 25 5 2 20 2 19 37 29 14 1 25 8 23 41 19 9 8 48 33 13 5 10 35 31 19 5 32 27 19 31 31 18 1 26 39 21 11 9 3 0 4 4 5 2 10 3 2 1 1 3 HR 33 44 14 7 2 T71

QA20.1 Comme vous le savez peut-être, faire un apprentissage ou obtenir certains diplômes spécifiques sont des obligations légales pour accéder à certaines professions dans certains pays, tandis que dans d autres pays, la décision est laissée à l employeur et au consommateur. Pour chacune des professions suivantes, dans quelle mesure pensez-vous qu une telle obligation légale est justifiée ou pas? Les coiffeurs QA20.1 As you may know, access to some professions requires by law in some countries the completion of a traineeship or achieving certain specific qualifications while in others the decision is left to the employer and to the consumer. For each of the following professions, please tell me if you think it is justified or not to place such legal requirements? Hairdressers QA20.1 Wie Sie vielleicht wissen, ist in einigen Ländern der Abschluss einer Ausbildung oder der Erwerb bestimmter Qualifikationen gesetzlich vorgeschrieben, um bestimmte Berufe ausüben zu können, während in anderen Ländern diese Entscheidung dem Arbeitgeber oder den Verbrauchern überlassen bleibt. Bitte sagen Sie mir für jeden der folgenden Berufszweige, inwieweit es Ihrer Meinung nach gerechtfertigt oder nicht gerechtfertigt ist, solche gesetzlichen Anforderungen zu erlassen. Friseure Total 'Justifié' Total 'Injustifié' Total 'Justified' Total 'Unjustified' Gesamt 'Gerechtfertigt' Gesamt 'Ungerechtfertigt' % EU 27 BE BG CZ DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK HR 65 32 69 31 51 41 73 24 60 39 65 32 64 31 65 31 84 15 62 34 64 34 71 25 85 14 57 38 54 36 72 26 68 30 68 22 56 43 66 31 62 33 65 33 64 28 81 18 45 50 40 59 50 49 65 32 77 21 T72

QA20.2 Comme vous le savez peut-être, faire un apprentissage ou obtenir certains diplômes spécifiques sont des obligations légales pour accéder à certaines professions dans certains pays, tandis que dans d autres pays, la décision est laissée à l employeur et au consommateur. Pour chacune des professions suivantes, dans quelle mesure pensez-vous qu une telle obligation légale est justifiée ou pas? Les professions juridiques et comptables (avocats, comptables, conseillers fiscaux, etc.) QA20.2 As you may know, access to some professions requires by law in some countries the completion of a traineeship or achieving certain specific qualifications while in others the decision is left to the employer and to the consumer. For each of the following professions, please tell me if you think it is justified or not to place such legal requirements? Law and accountancy professions (lawyers, accountants, tax advisors, etc.) QA20.2 Wie Sie vielleicht wissen, ist in einigen Ländern der Abschluss einer Ausbildung oder der Erwerb bestimmter Qualifikationen gesetzlich vorgeschrieben, um bestimmte Berufe ausüben zu können, während in anderen Ländern diese Entscheidung dem Arbeitgeber oder den Verbrauchern überlassen bleibt. Bitte sagen Sie mir für jeden der folgenden Berufszweige, inwieweit es Ihrer Meinung nach gerechtfertigt oder nicht gerechtfertigt ist, solche gesetzlichen Anforderungen zu erlassen. Rechts- und Buchhaltungsberufe (Anwälte, Buchhalter, Steuerberater etc.) Tout à fait justifiée Plutôt justifiée Plutôt injustifiée Tout à fait injustifiée NSP Totally justified Fairly justified Fairly unjustified Totally unjustified Voll und ganz gerechtfertigt Eher gerechtfertigt Eher ungerechtfertigt Überhaupt nicht gerechtfertigt WN % EU 27 BE BG CZ DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK 62 52 35 54 37 6 1 94 5 0 0 1 50 37 70 20 62 27 4 6 42 44 8 2 4 38 52 54 32 30 5 66 26 6 2 55 32 5 1 7 73 19 4 2 2 84 14 1 0 1 71 24 2 1 2 55 34 5 1 5 59 30 5 3 3 68 29 2 0 1 8 2 66 28 2 2 2 6 2 55 30 5 3 7 62 29 7 2 52 40 6 1 1 2 1 72 22 3 2 1 7 1 48 35 9 2 6 67 25 5 2 39 46 8 3 4 8 4 74 23 2 0 1 78 18 1 1 1 2 0 3 2 5 0 7 1 2 1 2 2 HR 47 42 6 3 2 T73

QA20.2 Comme vous le savez peut-être, faire un apprentissage ou obtenir certains diplômes spécifiques sont des obligations légales pour accéder à certaines professions dans certains pays, tandis que dans d autres pays, la décision est laissée à l employeur et au consommateur. Pour chacune des professions suivantes, dans quelle mesure pensez-vous qu une telle obligation légale est justifiée ou pas? Les professions juridiques et comptables (avocats, comptables, conseillers fiscaux, etc.) QA20.2 As you may know, access to some professions requires by law in some countries the completion of a traineeship or achieving certain specific qualifications while in others the decision is left to the employer and to the consumer. For each of the following professions, please tell me if you think it is justified or not to place such legal requirements? Law and accountancy professions (lawyers, accountants, tax advisors, etc.) QA20.2 Wie Sie vielleicht wissen, ist in einigen Ländern der Abschluss einer Ausbildung oder der Erwerb bestimmter Qualifikationen gesetzlich vorgeschrieben, um bestimmte Berufe ausüben zu können, während in anderen Ländern diese Entscheidung dem Arbeitgeber oder den Verbrauchern überlassen bleibt. Bitte sagen Sie mir für jeden der folgenden Berufszweige, inwieweit es Ihrer Meinung nach gerechtfertigt oder nicht gerechtfertigt ist, solche gesetzlichen Anforderungen zu erlassen. Rechts- und Buchhaltungsberufe (Anwälte, Buchhalter, Steuerberater etc.) Total 'Justifié' Total 'Injustifié' Total 'Justified' Total 'Unjustified' Gesamt 'Gerechtfertigt' Gesamt 'Ungerechtfertigt' % EU 27 BE BG CZ DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK HR 92 6 92 8 87 6 92 6 98 1 95 3 89 6 89 8 97 2 87 10 94 4 91 7 99 0 87 8 85 8 91 9 92 7 90 3 94 5 89 10 86 10 90 8 83 11 92 7 85 11 86 12 97 2 96 2 89 9 T74

QA20.3 Comme vous le savez peut-être, faire un apprentissage ou obtenir certains diplômes spécifiques sont des obligations légales pour accéder à certaines professions dans certains pays, tandis que dans d autres pays, la décision est laissée à l employeur et au consommateur. Pour chacune des professions suivantes, dans quelle mesure pensez-vous qu une telle obligation légale est justifiée ou pas? Les agents immobiliers QA20.3 As you may know, access to some professions requires by law in some countries the completion of a traineeship or achieving certain specific qualifications while in others the decision is left to the employer and to the consumer. For each of the following professions, please tell me if you think it is justified or not to place such legal requirements? Real estate agents QA20.3 Wie Sie vielleicht wissen, ist in einigen Ländern der Abschluss einer Ausbildung oder der Erwerb bestimmter Qualifikationen gesetzlich vorgeschrieben, um bestimmte Berufe ausüben zu können, während in anderen Ländern diese Entscheidung dem Arbeitgeber oder den Verbrauchern überlassen bleibt. Bitte sagen Sie mir für jeden der folgenden Berufszweige, inwieweit es Ihrer Meinung nach gerechtfertigt oder nicht gerechtfertigt ist, solche gesetzlichen Anforderungen zu erlassen. Immobilienmakler Tout à fait justifiée Plutôt justifiée Plutôt injustifiée Tout à fait injustifiée NSP Totally justified Fairly justified Fairly unjustified Totally unjustified Voll und ganz gerechtfertigt Eher gerechtfertigt Eher ungerechtfertigt Überhaupt nicht gerechtfertigt WN % EU 27 BE BG CZ DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK 35 30 37 37 43 15 2 60 24 11 2 3 30 41 31 42 43 36 13 5 31 48 13 3 5 18 49 41 37 40 16 47 39 11 3 32 37 14 3 14 47 35 12 3 3 58 34 6 1 1 31 41 18 5 5 31 42 17 3 7 37 41 13 4 5 33 36 22 6 3 19 9 24 41 24 7 4 14 6 36 39 12 5 8 21 46 24 6 28 44 21 4 3 15 2 52 35 8 3 2 23 6 25 33 23 9 10 54 30 11 3 20 47 20 6 7 14 7 52 37 9 1 1 45 41 8 3 5 4 0 5 3 9 3 10 3 4 2 1 3 HR 32 41 17 5 5 T75

QA20.3 Comme vous le savez peut-être, faire un apprentissage ou obtenir certains diplômes spécifiques sont des obligations légales pour accéder à certaines professions dans certains pays, tandis que dans d autres pays, la décision est laissée à l employeur et au consommateur. Pour chacune des professions suivantes, dans quelle mesure pensez-vous qu une telle obligation légale est justifiée ou pas? Les agents immobiliers QA20.3 As you may know, access to some professions requires by law in some countries the completion of a traineeship or achieving certain specific qualifications while in others the decision is left to the employer and to the consumer. For each of the following professions, please tell me if you think it is justified or not to place such legal requirements? Real estate agents QA20.3 Wie Sie vielleicht wissen, ist in einigen Ländern der Abschluss einer Ausbildung oder der Erwerb bestimmter Qualifikationen gesetzlich vorgeschrieben, um bestimmte Berufe ausüben zu können, während in anderen Ländern diese Entscheidung dem Arbeitgeber oder den Verbrauchern überlassen bleibt. Bitte sagen Sie mir für jeden der folgenden Berufszweige, inwieweit es Ihrer Meinung nach gerechtfertigt oder nicht gerechtfertigt ist, solche gesetzlichen Anforderungen zu erlassen. Immobilienmakler Total 'Justifié' Total 'Injustifié' Total 'Justified' Total 'Unjustified' Gesamt 'Gerechtfertigt' Gesamt 'Ungerechtfertigt' % EU 27 BE BG CZ DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK HR 75 21 86 14 69 17 82 15 92 7 72 23 73 20 78 17 69 28 67 28 65 31 80 17 84 13 71 20 75 17 67 30 72 25 73 17 87 11 79 18 79 16 67 29 58 32 84 14 67 26 78 21 89 10 86 11 73 22 T76

QA20.4 Comme vous le savez peut-être, faire un apprentissage ou obtenir certains diplômes spécifiques sont des obligations légales pour accéder à certaines professions dans certains pays, tandis que dans d autres pays, la décision est laissée à l employeur et au consommateur. Pour chacune des professions suivantes, dans quelle mesure pensez-vous qu une telle obligation légale est justifiée ou pas? Les professions du bâtiment, de la conception à la réalisation (p. ex. architectes, maçons, plombiers, électriciens, etc.) QA20.4 As you may know, access to some professions requires by law in some countries the completion of a traineeship or achieving certain specific qualifications while in others the decision is left to the employer and to the consumer. For each of the following professions, please tell me if you think it is justified or not to place such legal requirements? Design and building professions (e.g. architects, builders, plumbers, electricians, etc.) QA20.4 Wie Sie vielleicht wissen, ist in einigen Ländern der Abschluss einer Ausbildung oder der Erwerb bestimmter Qualifikationen gesetzlich vorgeschrieben, um bestimmte Berufe ausüben zu können, während in anderen Ländern diese Entscheidung dem Arbeitgeber oder den Verbrauchern überlassen bleibt. Bitte sagen Sie mir für jeden der folgenden Berufszweige, inwieweit es Ihrer Meinung nach gerechtfertigt oder nicht gerechtfertigt ist, solche gesetzlichen Anforderungen zu erlassen. Design- und Bauberufe (z. B. Architekten, Bauhandwerker, Installateure, Elektriker etc.) Tout à fait justifiée Plutôt justifiée Plutôt injustifiée Tout à fait injustifiée NSP Totally justified Fairly justified Fairly unjustified Totally unjustified Voll und ganz gerechtfertigt Eher gerechtfertigt Eher ungerechtfertigt Überhaupt nicht gerechtfertigt WN % EU 27 BE BG CZ DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK 53 41 37 53 34 9 2 87 9 3 1 0 42 40 66 24 55 29 9 6 42 41 10 3 4 36 48 54 32 34 8 54 34 9 3 48 33 8 3 8 72 18 6 2 2 57 34 6 2 1 64 28 4 2 2 50 34 9 2 5 49 37 8 2 4 63 31 4 1 1 13 6 43 41 11 3 2 10 4 52 30 8 2 8 49 38 12 1 46 42 9 1 2 3 1 53 35 8 2 2 11 2 34 41 12 5 8 66 25 5 3 31 44 16 5 4 8 5 69 24 5 1 1 71 24 2 1 3 2 0 3 2 4 0 6 1 3 1 1 2 HR 47 40 8 3 2 T77

QA20.4 Comme vous le savez peut-être, faire un apprentissage ou obtenir certains diplômes spécifiques sont des obligations légales pour accéder à certaines professions dans certains pays, tandis que dans d autres pays, la décision est laissée à l employeur et au consommateur. Pour chacune des professions suivantes, dans quelle mesure pensez-vous qu une telle obligation légale est justifiée ou pas? Les professions du bâtiment, de la conception à la réalisation (p. ex. architectes, maçons, plombiers, électriciens, etc.) QA20.4 As you may know, access to some professions requires by law in some countries the completion of a traineeship or achieving certain specific qualifications while in others the decision is left to the employer and to the consumer. For each of the following professions, please tell me if you think it is justified or not to place such legal requirements? Design and building professions (e.g. architects, builders, plumbers, electricians, etc.) QA20.4 Wie Sie vielleicht wissen, ist in einigen Ländern der Abschluss einer Ausbildung oder der Erwerb bestimmter Qualifikationen gesetzlich vorgeschrieben, um bestimmte Berufe ausüben zu können, während in anderen Ländern diese Entscheidung dem Arbeitgeber oder den Verbrauchern überlassen bleibt. Bitte sagen Sie mir für jeden der folgenden Berufszweige, inwieweit es Ihrer Meinung nach gerechtfertigt oder nicht gerechtfertigt ist, solche gesetzlichen Anforderungen zu erlassen. Design- und Bauberufe (z. B. Architekten, Bauhandwerker, Installateure, Elektriker etc.) Total 'Justifié' Total 'Injustifié' Total 'Justified' Total 'Unjustified' Gesamt 'Gerechtfertigt' Gesamt 'Ungerechtfertigt' % EU 27 BE BG CZ DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK HR 87 11 88 12 81 11 90 8 91 8 92 84 11 86 94 5 78 87 96 4 6 10 19 84 14 82 87 11 14 82 10 13 88 10 90 88 10 84 15 83 13 84 91 75 21 4 13 75 17 86 93 6 95 87 11 8 13 3 T78

QA21 Dans quelle mesure vous sentez-vous informé(e) au sujet des causes de la crise financière et économique? QA21 How informed do you feel about the causes of the financial and economic crisis? QA21 Wie gut fühlen Sie sich über die Ursachen der Finanz- und Wirtschaftskrise informiert? Très bien informé(e) Assez bien informé(e) Pas très bien informé(e) Pas du tout informé(e) NSP Total 'Informé' Total 'Pas informé' Very well informed Fairly well informed Not very well informed Not at all informed Total 'Informed' Total 'Not informed' % EU 27 BE BG CZ DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK HR Sehr gut informiert Ziemlich gut informiert Nicht besonders gut informiert Überhaupt nicht informiert 10 44 35 10 1 54 45 9 39 41 11 0 48 7 33 43 13 4 40 56 6 34 41 17 2 40 21 56 20 3 0 77 23 7 39 41 11 2 46 5 37 47 10 1 42 57 21 47 22 8 2 68 9 41 41 9 0 50 50 12 45 33 9 1 57 12 41 35 11 1 53 46 10 48 32 9 1 58 25 49 23 3 0 74 26 8 41 42 8 1 49 4 35 47 12 2 39 59 12 54 29 5 0 66 5 34 39 21 1 39 60 7 43 30 17 3 50 13 61 24 2 0 74 26 6 35 43 15 1 41 6 39 40 12 3 45 52 5 43 40 11 1 48 9 34 36 18 3 43 54 12 47 32 8 1 59 5 37 47 10 1 42 57 7 51 36 6 0 58 11 59 26 4 0 70 30 16 50 27 6 1 66 12 43 36 8 1 55 44 WN Total 'Informiert' Total 'Nicht informiert' 52 58 52 30 42 41 50 34 47 58 51 40 42 33 T79

QA22.1 Dans quelle mesure la crise financière et économique a-t-elle affecté votre confiance dans les institutions suivantes? Votre confiance a-t-elle augmenté, est-elle inchangée ou a-t-elle diminué? Votre(vos) propre(s) banque(s) QA22.1 To what extent, if at all, has the financial and economic crisis affected your confidence in the following? Has your confidence increased, stayed the same or decreased? Your own bank(s) QA22.1 Inwieweit hat sich die Finanz- und Wirtschaftskrise wenn überhaupt auf Ihr Vertrauen in die folgenden Einrichtungen oder Bereiche ausgewirkt? Ist Ihr Vertrauen gestiegen, gleich geblieben oder gesunken? In Ihre eigene(n) Bank(en) A augmenté Est inchangée A diminué NSP Increased Stayed the same Decreased Gestiegen Gleich geblieben Gesunken WN % EU 27 BE BG CZ DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK 2 54 41 3 3 51 46 0 2 50 25 23 2 72 21 5 4 61 34 1 1 69 29 1 2 71 25 2 2 26 69 3 1 18 79 2 1 21 76 2 2 67 29 2 3 38 54 5 1 13 85 1 2 59 35 4 2 45 49 4 2 69 26 3 2 52 38 8 3 61 27 9 2 56 41 1 4 60 35 1 4 68 22 6 3 36 57 4 4 35 51 10 1 44 54 1 2 71 22 5 3 83 13 1 2 64 33 1 3 65 31 1 HR 1 53 43 3 T80

QA22.2 Dans quelle mesure la crise financière et économique a-t-elle affecté votre confiance dans les institutions suivantes? Votre confiance a-t-elle augmenté, est-elle inchangée ou a-t-elle diminué? L industrie financière QA22.2 To what extent, if at all, has the financial and economic crisis affected your confidence in the following? Has your confidence increased, stayed the same or decreased? The financial industry QA22.2 Inwieweit hat sich die Finanz- und Wirtschaftskrise wenn überhaupt auf Ihr Vertrauen in die folgenden Einrichtungen oder Bereiche ausgewirkt? Ist Ihr Vertrauen gestiegen, gleich geblieben oder gesunken? In die Finanzindustrie A augmenté Est inchangée A diminué NSP Increased Stayed the same Decreased Gestiegen Gleich geblieben Gesunken WN % EU 27 BE BG CZ DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK 2 30 63 5 3 27 69 1 1 27 61 11 3 44 50 3 1 37 59 3 1 25 70 4 1 50 41 8 2 17 79 2 0 13 84 3 1 11 85 3 1 32 59 8 2 25 69 4 1 5 92 2 1 43 50 6 1 36 54 9 0 28 66 6 2 36 57 5 4 45 30 21 2 21 75 2 3 20 73 4 3 57 33 7 3 24 67 6 3 30 53 14 0 25 70 5 1 51 45 3 2 55 39 4 1 40 57 2 3 36 57 4 HR 1 35 60 4 T81

QA22.3 Dans quelle mesure la crise financière et économique a-t-elle affecté votre confiance dans les institutions suivantes? Votre confiance a-t-elle augmenté, est-elle inchangée ou a-t-elle diminué? Les autorités nationales en (NOTRE PAYS) (p. ex. le Gouvernement, le Parlement, les autorités de régulation) QA22.3 To what extent, if at all, has the financial and economic crisis affected your confidence in the following? Has your confidence increased, stayed the same or decreased? National authorities in (OUR COUNTRY) (e.g. Government, Parliament, regulatory bodies) QA22.3 Inwieweit hat sich die Finanz- und Wirtschaftskrise wenn überhaupt auf Ihr Vertrauen in die folgenden Einrichtungen oder Bereiche ausgewirkt? Ist Ihr Vertrauen gestiegen, gleich geblieben oder gesunken? In die nationalen Behörden in (UNSEREM LAND) (z. B. die Regierung, das Parlament, Regulierungsbehörden) A augmenté Est inchangée A diminué NSP Increased Stayed the same Decreased Gestiegen Gleich geblieben Gesunken WN % EU 27 BE BG CZ DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK 3 30 64 3 4 37 58 1 0 17 76 7 2 27 69 2 3 44 51 2 3 41 53 3 4 41 52 3 2 19 77 2 1 9 89 1 1 9 89 1 2 28 67 3 3 18 76 3 3 13 82 2 2 30 64 4 3 34 59 4 3 49 45 3 5 35 57 3 10 53 21 16 2 36 61 1 6 36 57 1 3 36 57 4 3 16 78 3 4 26 62 8 1 14 83 2 2 43 53 2 2 47 49 2 10 57 31 2 3 39 56 2 HR 1 23 74 2 T82

QA22.4 Dans quelle mesure la crise financière et économique a-t-elle affecté votre confiance dans les institutions suivantes? Votre confiance a-t-elle augmenté, est-elle inchangée ou a-t-elle diminué? Les institutions européennes QA22.4 To what extent, if at all, has the financial and economic crisis affected your confidence in the following? Has your confidence increased, stayed the same or decreased? European institutions QA22.4 Inwieweit hat sich die Finanz- und Wirtschaftskrise wenn überhaupt auf Ihr Vertrauen in die folgenden Einrichtungen oder Bereiche ausgewirkt? Ist Ihr Vertrauen gestiegen, gleich geblieben oder gesunken? In die europäischen Institutionen A augmenté Est inchangée A diminué NSP Increased Stayed the same Decreased Gestiegen Gleich geblieben Gesunken WN % EU 27 BE BG CZ DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK 3 35 55 7 4 43 51 2 4 41 40 15 2 42 52 4 3 52 39 6 2 35 57 6 2 51 35 12 2 29 63 6 1 13 85 1 2 16 78 4 2 36 52 10 3 26 68 3 1 9 89 1 4 46 36 14 3 51 36 10 2 35 58 5 3 46 46 5 7 47 27 19 3 37 55 5 3 28 68 1 3 55 34 8 3 19 72 6 6 37 42 15 2 29 64 5 2 48 47 3 1 34 60 5 3 39 54 4 2 45 44 9 HR 2 42 48 8 T83

QA22.5 Dans quelle mesure la crise financière et économique a-t-elle affecté votre confiance dans les institutions suivantes? Votre confiance a-t-elle augmenté, est-elle inchangée ou a-t-elle diminué? Les agences de notation de crédit QA22.5 To what extent, if at all, has the financial and economic crisis affected your confidence in the following? Has your confidence increased, stayed the same or decreased? Credit rating agencies QA22.5 Inwieweit hat sich die Finanz- und Wirtschaftskrise wenn überhaupt auf Ihr Vertrauen in die folgenden Einrichtungen oder Bereiche ausgewirkt? Ist Ihr Vertrauen gestiegen, gleich geblieben oder gesunken? In Ratingagenturen A augmenté Est inchangée A diminué NSP Increased Stayed the same Decreased Gestiegen Gleich geblieben Gesunken WN % EU 27 BE BG CZ DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK 2 28 54 16 4 31 59 6 1 20 37 42 1 39 40 20 3 39 44 14 1 19 66 14 1 41 34 24 2 26 62 10 1 11 79 9 2 12 70 16 2 28 54 16 2 18 70 10 1 8 87 4 2 32 41 25 1 33 46 20 1 25 57 17 3 32 55 10 4 39 22 35 3 32 50 15 2 18 69 11 2 50 25 23 2 16 67 15 3 26 42 29 1 24 65 10 1 46 40 13 2 45 42 11 2 47 41 10 2 47 36 15 HR 2 34 54 10 T84

QA23a Pensez-vous que les banques devraient avoir des contraintes relatives à la manière dont elles investissent les dépôts qu elles reçoivent? QA23a Do you think that banks should be restricted in terms of how they invest the deposits that they receive? QA23a Sind Sie der Meinung, dass es Einschränkungen für Banken geben sollte, wie sie die Einlagen investieren, die sie erhalten? Oui Non NSP Yes No Ja Nein WN % EU 27 BE BG CZ DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK HR 74 14 12 81 16 3 41 17 42 69 21 10 75 20 5 82 10 8 71 15 14 83 10 7 73 15 12 88 4 8 87 6 7 67 14 19 93 2 5 63 20 17 58 16 26 82 10 8 54 31 15 61 17 22 74 15 11 78 15 7 52 29 19 63 16 21 50 16 34 84 8 8 70 17 13 70 22 8 79 17 4 79 13 8 70 14 16 T85

QA23b Quelles mesures devraient-elles être prises pour mettre cela en place? (PLUSIEURS REPONSES POSSIBLES) QA23b Which measures should be used to achieve this? (MULTIPLE ANSWERS POSSIBLE) QA23b Welche Maßnahmen sollten ergriffen werden, um dies zu erreichen? (MEHRFACHNENNUNGEN MÖGLICH) Rendre les banques et leur management directement responsables de toutes les pertes, y compris les amendes et la responsabilité illimitée Imposer une surveillance plus étroite des banques Limiter les activités dans lesquelles les banques peuvent s engager Making the banks and their management directly responsible for all losses including fines and unlimited liability Imposing tougher supervision of the banks Limiting the activities that banks are allowed to engage in Banken und ihr Management für alle Verluste direkt verantwortlich machen, einschließlich Bußgelder und unbeschränkter Haftung Einführung einer strengeren Bankenkontrolle Begrenzung der Geschäftstätigkeiten, denen Banken nachgehen dürfen % EU 27 BE BG CZ DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK HR 50 72 45 53 63 59 63 31 51 64 32 73 77 56 65 32 60 69 36 65 73 67 71 34 55 73 47 67 46 29 72 88 45 63 25 53 69 26 57 73 49 55 62 59 53 27 49 77 43 73 79 54 58 53 62 65 26 54 63 23 73 76 41 63 57 62 66 35 28 67 30 53 75 32 61 59 36 61 73 32 17 39 31 43 27 16 29 T86

QA23b Quelles mesures devraient-elles être prises pour mettre cela en place? (PLUSIEURS REPONSES POSSIBLES) QA23b Which measures should be used to achieve this? (MULTIPLE ANSWERS POSSIBLE) QA23b Welche Maßnahmen sollten ergriffen werden, um dies zu erreichen? (MEHRFACHNENNUNGEN MÖGLICH) Transférer les activités les plus risquées d une banque vers une structure différente qui serait une entité légale séparée Demander aux banques de garder plus de capitaux propres qu elles pourraient utiliser pour rembourser des pertes Autre (SPONTANE) NSP Moving the more risky activities of a bank into a different part which would be a separate legal entity Requiring banks to hold much more capital which they can use to pay for any losses Other (SPONTANEOUS) % EU 27 BE BG CZ DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK HR Ausgliederung der riskanteren Bankgeschäfte in einen anderen Unternehmensbereich, bei dem es sich um eine rechtlich eigenständige Einheit handelt Von Banken verlangen, deutlich mehr Eigenkapital anzuhäufen, um für Verluste aufzukommen Sonstiges (SPONTAN) 27 38 1 2 37 46 0 7 22 0 0 20 24 0 33 44 1 2 41 54 0 15 32 0 3 28 26 1 16 43 0 1 12 25 2 33 46 1 2 15 33 1 27 42 0 0 9 22 0 10 28 1 3 37 58 2 15 38 1 1 23 45 1 43 45 1 1 49 61 2 11 19 0 5 13 16 0 13 32 0 4 23 41 1 16 37 0 1 23 30 1 29 38 1 1 38 34 2 14 22 1 2 WN 0 2 1 2 3 1 2 2 9 0 3 1 1 5 T87

QA24 Envisageriez-vous de transférer vos dépôts d argent vers une autre banque offrant un taux d intérêt plus élevé, même si vous n aviez aucune information sur la situation financière de cette banque? QA24 Would you consider switching your deposits to another bank offering a higher interest rate, even if you had no information about this bank s financial situation? QA24 Würden Sie in Erwägung ziehen, Ihre Einlagen bei einer anderen Bank anzulegen, die höhere Zinsen anbietet, selbst wenn Sie keinerlei Informationen über die finanzielle Situation dieser Bank hätten? Oui, mais uniquement si le taux d intérêt offert par cette banque est beaucoup plus élevé Oui, même si le taux d intérêt offert par cette banque n est qu un peu plus élevé Non, la sécurité est plus e pour vous NSP Total 'Oui' Yes, but only if this bank s interest rate is much higher Yes, even if this bank s interest rate is only slightly higher No, security is more to you Total 'Yes' Ja, aber nur wenn die Zinsen dieser Bank deutlich höher sind Ja, selbst dann, wenn die Zinsen dieser Bank nur geringfügig höher sind Nein, Sicherheit ist Ihnen wichtiger WN Gesamt 'Ja' % EU 27 BE BG CZ DE EE IE EL ES FR IT CY LV LT LU HU MT NL AT PL PT RO SI SK FI SE UK 16 8 69 4 4 81 13 12 63 7 2 83 7 2 89 15 7 70 8 4 5 84 6 2 88 4 25 9 62 11 8 69 12 13 6 69 11 7 45 37 10 2 83 15 8 72 5 12 5 80 13 2 84 1 8 3 86 9 5 78 8 8 6 84 2 14 14 3 56 27 13 4 79 4 17 8 4 86 2 6 3 87 4 11 2 82 5 12 2 80 6 7 3 89 1 2 2 84 12 7 4 82 7 7 11 12 8 2 7 4 12 5 3 3 14 17 12 9 13 24 14 8 10 25 4 9 11 9 22 9 8 34 19 19 18 12 23 17 15 11 HR 11 3 80 6 14 T88