Consumer market study to support the fitness check of EU consumer and marketing law
Final report - Study
The current report evaluates consumer awareness, perception and experience with five consumer rights directives: the Consumer Rights Directive (CRD), the Unfair Contract Terms Directive (UCTD), the Unfair Commercial Practices Directive (UCPD), the Consumer Sales Directive (CSD) and the Price Indication Directive (PID). The results of these evaluations provide evidence for the European Commission's Fitness Check of consumer and marketing law directives and the CRD evaluation report. This report is based on the results of a consumer survey, two mystery shopping exercises and four experiments... that were carried out between June 2016 and January 2017. The survey assessed consumer experiences with consumer rights issues in a wide range of markets in 28 Member States plus Norway and Iceland. Mystery shopping exercises investigated consumers' ability to obtain redress in case of misleading commercial practices (i.e. practices prohibited by the UCPD) and traders’ compliance with the CRD regarding pre-contractual information requirements, the ban on extra fees and pre-ticked boxes, as well as the consumers’ right of withdrawal. Behavioural experiments explored consumers understanding and use in their purchasing decisions of (1) unit price information (as required by the PID), (2) fair versus unfair standard contract terms and conditions, (3) durability and reparability information and (4) information to be provided under the CRD and the UCPD.