EU Consumer Scoreboard on e-commerce Potential of the European Digital Single Market is yet to unfold

On September 21, 2015 the European Commission presented the Consumer Scoreboard on e-commerce in the Digital Single Market (DSM). As part of the agenda Europe 2020, the DSM seeks to advance and integrate digital technologies in the European market. However, the Scoreboard shows that there is still untapped potential of cross-border e-commerce in Europe due to different reasons: 

  • Consumers are generally sceptical towards cross-country e-commerce. As such, 61% feel more comfortable purchasing online from their home country than from another EU country.
  • Territorial restrictions, price discrimination, uncertainties about delivery and product conformity impede online transactions across countries and present the main source of consumer complaints.
  • One quarter of consumers does not make use of their right to complain due to perceived difficulties with regard to the complaints procedure; moreover, the majority (91%) of consumers is unaware of their consumer rights, especially young people.

Věra Jourová, Commissioner for Justice, Consumers and Gender Equality, points out: "The 2015 Consumer Scoreboard confirms that consumers do not yet fully trust cross-border e-commerce. One of the priorities of the Juncker Commission is to complete the Digital Single Market and unleash its full potential. By the end of the year, the Commission will propose new rules offering better access for consumers and businesses to digital goods and services across Europe."

Further informationConsumer Scoreboard Factsheet and the accompanying study

Source: European Commission