Rating consumer experience

Starting in 2020, the new Consumer Market Monitoring Survey builds on the experience of the previous decade while adjusting to new realities and policy needs.

The survey assesses the performance of a range of goods and service markets across the European Union, the UK, Iceland and Norway. It looks at consumers’ experiences and perceptions of the markets using a small set of core indicators to allow consistent and comparable monitoring across markets, countries and survey waves, as well as additional indicators that are specific to a particular market or survey wave. The main differences from the previous Market Monitoring Survey are a more targeted selection of markets to monitor, the higher frequency of the surveys, and the increased emphasis on indicators that are market-specific.

The survey covers three broad pillars of the consumer experience in the markets concerned:

  • trust and confidence in traders;
  • choosing products and services;
  • and the in-market experience (including experience of problems and detriment).

For each of these pillars, the survey includes both ‘core’ indicators, asked for all markets, as well as market-specific indicators that are asked for selected markets only (and in varying combinations).

Ultimately, the survey aims to identify whether markets are functioning properly for consumers and whether particular socio-demographic groups are experiencing specific problems in certain markets.

Reports and statistics

Overview report for the 22 markets (2019-2020)

The overview report presents the key findings of the survey at EU level and for different socio-demographic categories. It establishes a ranking of markets for the core indicators. It also indicates the main factors that are influencing consumer experiences in some key sectors.

DownloadPDF - 11.5 MB

 

Presentation of results by market: 

Markets surveyed between mid-December 2019 and mid-March 2020:  household appliances; electronic products; products for children; cosmetics; house and garden maintenance products; furniture and furnishings; holiday accommodation; airline services; loans, credit and credit cards; and internet-connected products.

Markets surveyed between July and October 2020: clothing and footwear, new cars, bank accounts, postal services, mobile telephone services, electricity services, recreational services, insurance services, TV subscriptions, Internet provision, gas services, vehicle rental services.

Market Monitoring 2019-2020 - Presentation of results by Market

Find out in detail how EU consumers assess each of the markets surveyed, including the factors influencing consumer purchases and problems experienced.

 

Factsheets by Market:

Market Monitoring 2019-2020 - Factsheets by Market

Find out in brief how EU consumers assess each of the markets surveyed for key indicators such as trust, choice, problems and detriment.

 

Factsheets by Country: 

Find out in brief how consumers assess markets at country level (for each EU Member State, the UK, IS and NO)

Market Monitoring 2019 - Factsheets by Country for the following markets: household appliances; electronic products; products for children; cosmetics; house and garden maintenance products; furniture and furnishings; holiday accommodation; airline services; loans, credit and credit cards; and internet-connected products.

Market Monitoring 2020 – Factsheets by Country for the following markets: clothing and footwear, new cars, bank accounts, postal services, mobile telephone services, electricity services, recreational services, insurance services, TV subscriptions, Internet provision, gas services, vehicle rental services.

Product safety overview report

Overview of the key findings regarding product safety for the following markets: new cars, household appliances, electronic products, clothing and footwear, products for children, cosmetics, house and garden maintenance products, furniture and furnishing.

DownloadPDF - 27.2 MB

 

The detailed results and specific searches are available  in the survey microsite here:

https://public.tableau.com/views/ConsumerMarketMonitoringSurvey/Start?:showVizHome=no

The reference metadata on both the methodology and quality for the new Consumer Market Monitoring Survey can be found here:  

 

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