Financial losses that trigger court or ADR action by consumers EU 2011

On average under 40% of EU counsumers would initiate a court or arbitration action for losses less than € 200 according to European Commission research published in 2011.

Country	Out of court (ADR) for 0 - 100 Euro % 2011		Out of court (ADR) for 0 - 200 Euro % 2011		To court for 0 - 100 Euro % 2011		To court for 0 - 200 Euro % 2011		Source  Calc Eurobarometer 342 special 2011
Austria	23		34		21		31
Belgium	25		37		17		26
Bulgaria	32		42		10		20
Cyprus	24		37		4		7
Czech republic	34		50		18		28
Denmark	23		39		8		19
Estonia	40		53		12		22
EU	23		38		15		27
Finland	17		34		6		12
France	17		32		15		29
Germany	32		51		18		32
Greece	12		20		6		11
Hungary	35		50		16		28
Iceland	22		38		8		15
Ireland	17		29		7		17
Italy	12		21		10		17
Latvia	37		49		23		38
Lithuania	44		57		23		38
Luxembourg	21		32		8		14
Malta	28		42		5		9
Netherlands	18		33		11		20
Norway	16		29		10		15
Poland	23		46		13		36
Portugal	18		24		9		14
Romania	45		51		24		31
Slovakia	31		46		20		33
Slovenia	14		25		9		15
Spain	31		44		23		33
Sweden	26		43		9		18
United Kingdom	17		33		15		32

Taking a complaint to court or arbitration EU 2011

An average of 8% of EU consumers would not be willing, irrespective of the financial loss to them, to take a trader to court or arbitration if they had a complaint. That being said 92% of EU consumers would be prepared to go to court or arbitration.

Country		Would never take a business to court % 2011		Would never take a business to out of court (ADR) % 2011	Source EuroBarometer 342 Special 2011
Austria		19		16
Belgium		10		9
Bulgaria		21		15
Cyprus		11		9
Czech republic		6		4
Denmark		4		5
Estonia		21		15
EU		8		7
Finland		6		3
France		6		5
Germany		7		6
Greece		26		25
Hungary		18		14
Iceland		2		2
Ireland		8		6
Italy		13		12
Latvia		13		12
Lithuania		11		10
Luxembourg		5		6
Malta		18		10
Netherlands		5		4
Norway		1		1
Poland		5		4
Portugal		11		11
Romania		6		5
Slovakia		12		10
Slovenia		16		14
Spain		5		6
Sweden		3		2
United Kingdom		6		6

Consumer complaints made in 2011 EU

The vast majority of EU online consumers have made one or more complaints about the service they received online in the last 12 monts according to research published in 2011 by the European Commission.

Country		Made no complaints % 2011		Made 1 or more complaints % 2011		Source  EuroBarometer 342 Special 2011
Austria		7		92
Belgium		23		76
Bulgaria		32		67
Cyprus		15		85
Czech republic		10		90
Germany		10		88
Denmark		14		86
Estonia		38		61
Greece		21		79
Spain		17		82
EU		16		82
Finland		18		81
France		17		82
Hungary		15		85
Ireland		11		86
Iceland		16		82
Italy		17		80
Lithuania		32		64
Luxembourg		13		86
Latvia		46		51
Malta		14		85
Netherlands		20		80
Norway		10		89
Poland		18		82
Portugal		12		86
Romania		59		36
Sweden		8		91
Slovenia		19		80
Slovakia		12		85
United Kingdom		15		85

Online incidents encountered by EU users 2011

The vast majority of online users in the EU have encounterd an online problem at least once in the last 12 months according to research published in 2011 by the European Commission.

Country		Had at least 1 online problem % 2011		Had 2 or more online problems % 2011		Source  EuroBarometer 342 Special 2011
Austria		98		36
Belgium		98		28
Bulgaria		99		42
Cyprus		99		31
Czech republic		98		27
Germany		97		27
Denmark		100		35
Estonia		99		32
Greece		100		29
Spain		100		28
EU		98		31
Finland		99		30
France		99		32
Hungary		98		39
Ireland		99		30
Iceland		97		47
Italy		96		30
Lithuania		86		7
Luxembourg		99		34
Latvia		98		37
Malta		100		31
Netherlands		98		37
Norway		99		44
Poland		99		28
Portugal		97		9
Romania		89		16
Sweden		99		37
Slovenia		98		38
Slovakia		98		42
United Kingdom		100		35

E-Commerce delivery statistics China 2005 - 2014

China is the most rapidly growing e-commerce market in the world. AT Kearney researches the delivery and logistics aspects of the chinese market.

Country		China		Source AT Kearney 2011
Parcel delivery e-commerce (Parcels Bil) 2004		0.05
Parcel delivery e-commerce (Parcels Bil)  2005		0.1
parcel delivery e-commerce (Parcels Bil)  2006		0.15
parcel delivery e-commerce (Parcels Bil)  2007		0.3
Parcel delivery e-commerce (Parcels Bil)  2008		0.6
Parcel delivery e-commerce (Parcels Bil)  2009		1.1
Parcel delivery e-commerce (Parcels Bil)  2010		1.8
Parcel delivery e-commerce (Parcels Bil)  2011		2.6
Parcel delivery e-commerce (Parcels Bil)  2012		3.4
Parcel delivery e-commerce (Parcels Bil)  2013		4
Parcel delivery e-commerce (Parcels Bil)  2014		4.5
Parcel delivery e-commerce % growth 2005		100
Parcel delivery e-commerce % growth 2006		50
Parcel delivery e-commerce % growth 2007		1
Parcel delivery e-commerce % growth 2008		1
Parcel delivery e-commerce % growth 2009		83
Parcel delivery e-commerce % growth 2010		64
Parcel delivery e-commerce % growth 2011		44
Parcel delivery e-commerce % growth 2012		31
Parcel delivery e-commerce % growth 2013		18
Parcel delivery e-commerce % growth 2014		13
Delivery cost % for last mile 2011		53
Delivery cost % line haul 2011		37
Delivery cost % Sorting 2011		6
Delivery cost % Pick up 2011		4

Trust in a brand impact on reading terms and conditions EU 2011

This EU research from 2011 shows that the trust a consumer has in the online site / brand has a major impact on whether they read terms and conditions that are presented to them.

Country		Trusted the web site no need to read T+C % 2011		Source Eurobarometer 342 special 2011
Austria		31
Belgium		47
Bulgaria		20
Cyprus		39
Czech republic		41
Germany		69
Denmark		53
Estinia		44
Greece		61
Spain		48
EU		42
Finland		18
France		37
Hungary		61
Ireland		35
Iceland		23
Italy		35
Lithuania		36
Luxembourg		53
Latvia		38
Malta		58
Netherlands		64
Norway		25
Poland		32
Portugal		12
Romania		33
Sweden		59
Slovenia		35
Slovakia		63
United Kingdom		42

Trust and its impact on online shopping EU 2011

This EU 2011 research illustrates that trust in web sites  and brands can have an important impact on the willingness to buy online.

Country		Trust concerns stopped me buying a product online % 2011		Trust concerns did not stop me buying a product online % 2011		Source EuroBarometer 342 Special 2011
Austria		28		72
Belgium		25		75
Bulgaria		13		87
Cyprus		16		84
Czech Republic		24		76
Denmark		13		87
Estonia		15		85
EU		15		85
Finland		13		87
France		18		82
Germany		20		80
Greece		17		83
Hungary		13		87
Iceland		17		83
Ireland		7		93
Italy		17		83
Latvia		10		90
Lithuania		10		90
Luxembourg		15		85
Malta		6		94
Netherlands		21		79
Norway		13		87
Poland		9		91
Portugal		5		95
Romania		9		91
Slovakia		18		82
Slovenia		16		84
Spain		12		88
Sweden		10		90
United Kingdom		9		91

Retailer cross border EU 2010

The vast majority of EU retailers only offer service to their local markets. Greece has the highest "Domestic only" percentage (91.6%) followed by the UK at 89.4%.

		2010 % EU retailers Domestic sales  only		2010 % EU retailers sell in 1 other country		2010 EU retailers % sell in 2 - 3 other countries		2010 EU retailers % sell in 4+ other countries		Source Eurostat 2011
Austria		78		4.9		1.7		3.6
Belgium		76.1		8.5		1.3		7.4
Bulgaria		68.7		1.9		0.5		3.3
Cyprus		76.5		7.9		1.8		2.9
Czech Republic		79.9		11.9		2		5
Denmark		76.6		6.2		3.1		3
Estonia		58.4		8.9		6.6		3.5
Finland		86.3		2.1		3		5.7
France		79.9		4.9		2.4		5.6
Germany		87.9		5.6		0		2.6
Greece		91.6		1.2		3		1.8
Hungary		87.3		1.3		2.8		1.3
Iceland		82.3		13.5		2		1.5
Ireland		87.6		4.2		2.8		4.9
Italy		81.2		6		1.4		3
Latvia		79.6		3.8		3.6		5.8
Lithuania		81.8		4.1		4.8		3.2
Luxembourg		68.9		4.9		9.8		10.4
Malta		86.7		2.6		2		3.1
Netherlands		70.3		4.9		2.7		4.9
Norway		71.1		5.3		5.3		5.7
Poland		85.6		2.3		2.3		3
Portugal		81.2		6.6		2.2		3
Romania		75		5.1		0.6		1.4
Slovakia		74		8		5.3		6.4
Slovenia		85.9		3.9		3.1		7.1
Spain		76.2		1.2		2.3		4.9
Sweden		87.9		3.2		2.6		2.1
United Kingdom		89.4		2.5		0.8		4.5