Problems encountered by individuals when buying goods or services over the internet

Problems encountered by individuals when buying goods or services over the internet

  • Data
    
    PROBLEMS ENCOUNTERED BY INDIVIDUALS WHEN BUYING GOODS OR SERVICES OVER THE INTERNET
    (Per cent)
    Problems 2023
    Website was difficult to use, or it worked unsatisfactorily (too complicated, confusing, poorly functioning technically etc.) 8.3
    Difficulties in finding information concerning guarantees and other legal rights 7.4
    Speed of delivery longer than indicated 7.7
    Final costs higer than indicated (e.g. unexpected transaction fees or unjustified guarantee fees) 2.6
    Wrong or damaged goods/services delivered 6.3
    Problems with fraud encountered (e.g. no goods/services received at all, misuse of credit card details, etc.) 0.6
    Complaints and redress were difficult or no satisfactory response received after complaint 2.2
    Foreign retailer did not sell to my country 0.8
    Others 2.5

    Note: The relative share is calculated on the basis of individuals who bought goods or services over the internet in the last 3 months before the interview.
    06.12.2024
  • Time series
  • Metadata
  • Quality reports
  • Press releases
  • Upcoming press releases and data (2)
    Date Name
    5.12.2025 ICT usage in households and by individuals - 2025
    5.12.2025 ICT usage and e-commerce in enterprises - 2025
  • Publications