A 2023 survey on the use of information and communication technologies reveals that one-third (33.1%) of people in the EU who engaged in online shopping in the past 3 months reported encountering problems while making purchases through a website or an app.
Among the EU countries, the highest shares of customers who encountered problems were recorded in Luxembourg (55.5%), the Netherlands (55.2%) and Spain (49.7%).
By contrast, the lowest shares were reported in Portugal (4.3%), Latvia (13.7%) and Cyprus (14.7%).
Source dataset: isoc_ec_iprb21
Slow delivery – most common issue for online shoppers
When examining the specific issues encountered, the most common problem was slower delivery than expected, reported by 18.7% of customers. The second most frequent issue was that website was difficult to use or worked unsatisfactorily, reported by 10.8% of shoppers. The third problem was delivery of incorrect or damaged goods or services, reported by 8.6% of customers.
Source dataset: isoc_ec_iprb21
This article marks World Consumer Rights Day, celebrated on 15 March.
