Over two-thirds (68%) of European consumers feel confident about the safety of the products they buy, and 70% feel that their consumer rights are respected by retailers. These are the findings of the European Commission’s Consumer Conditions Scoreboard 2025, published on 14 March 2025, the eve of World Consumer Rights Day. However, the data also shows that online risks persist.
Main findings
—Cross-border e-commerce is on the rise: 35% of consumers bought in another EU country and 27% bought outside the EU in 2024.
—Online shoppers encounter 60% more problems with their purchases than those who buy in-store.
—45% of consumers have encountered scams online. Many have experienced unfair practices, such as fake reviews and misleading discounts.
—74% of consumers have noticed that packaged products are smaller, and 52% have seen a drop in quality but without prices falling.
—Environmental concerns when shopping have fallen by 13% since 2022. This is due to the high costs of sustainable products and a lack of trust in environmental claims.
Luxembourg results
All values are expressed as a percentage of all adult respondents (aged 18 and over). Consumer Conditions Survey 2024
The main source of data for the dashboard is the Consumer Conditions Survey. This survey examines consumer attitudes, behaviour and experiences in the single market. It focuses mainly on respect for their rights. For the 2025 report, the data was collected in November 2024. The fieldwork was carried out by telephone, with representative samples of the general population aged 18 and over in each of the 27 EU member states, as well as Iceland and Norway. The sample size is 1,000 per country, except in Luxembourg, Malta, Cyprus and Iceland, where it is 500.
The commission has reaffirmed its commitment to consumers with the new General Product Safety Regulation, which strengthens their protection both online and offline. In response to the risks posed by non-European sellers, the EC is preparing a Digital Fairness Act. In 2026, new rules will facilitate the repair and reuse of products, as well as access to clear information about their durability.
This article in French.