ConPolicy
Kontakt

Study on the digital transformation of information, education and counseling services in consumer protectionConsumer study 2019

Project period: 
April 2019 – September 2019

Client:
Bavarian State Ministry of the Environment and Consumer Protection (StMUV) in cooperation with the Ministry for Environment, Agriculture, Conservation and Consumer Protection of the State of North Rhine-Westphalia (MULNV)

Project partner: 
YouGov

On behalf of the Bavarian State Ministry of the Environment and Consumer Protection (StMUV) in cooperation with the Ministry for Environment, Agriculture, Conservation and Consumer Protection of the State of North Rhine-Westphalia (MULNV), ConPolicy carried out a consumer study in collaboration with YouGov.

The aim of the study was to find out to what extent and in what way consumers use digital information, education and counseling services and how these may need to be adapted to new, digital needs.

The following aspects were in focus:

  • current search strategies and usage habits of digital information, education and consulting services

  • open needs and expectations of consumers to different providers and content

  • conflict resolution strategies

The study was based on four working steps:

  1. Inventory: On the basis of a national and international literature research, the current research status on consumer information gathering was recorded and gaps identified.

  2. Consumer survey: In the second step, an online-representative survey was conducted in Bavaria and NRW to gather data on the experiences and expectations of consumers in digital consumer information gathering.

  3. Focus groups: The results of the survey were then supplemented and deepened by data obtained in focus groups.

  4. Recommendations for action: In the last step, the main results of the study were summarized and recommendations for action were derived.

The study can be downloaded here.

Project of

Project Manager

+49 (0)30 2359116-13 s.e.kettner@conpolicy.de

Christian Thorun

Managing Director

+49 (0)30 2359116-11 c.thorun@conpolicy.de