Views: 1
On the World Consumer Rights Day (15 March) the Commission underlines the need to ensure proper consumers’ rights implementation and enforcement, improving digital fairness through and addressing existing gaps. Efficient consumer policy can make a tangible difference in people’s lives and help ensure a level playing field for businesses, showing the added value of the EU and contributing to sustainable growth notes EU Commissioner for democracy, justice, the rule of law and consumer protection.
Background
The Consumer Conditions Scoreboard is a biennial report that monitors consumer sentiment in the EU-27, as well as in Iceland and Norway. It collects data on national consumers’ conditions, focusing on knowledge and trust, compliance and enforcement and complaints and dispute resolution. The main data source for the Scoreboard is the Consumer Conditions Survey, which assesses consumer attitudes, behaviors and experience in the Single Market, particularly regarding the respect of consumer rights.
For the 2025 report, the survey was carried out in November 2024; where relevant, data from other sources (e.g. Eurostat, Safety Gate) is used in the Scoreboard to give contextual information.
General reference to: https://ec.europa.eu/commission/presscorner/detail/en/ip_25_762
Consumer Conditions Scoreboard-2025
On the World Consumer Rights Day, the Commission has published a new Consumer Conditions Scoreboard-2025, which shows that 68% of European consumers feel confident about the safety of the products they buy, with 70% trusting that their consumer rights are respected by traders. However, data from the Scoreboard also shows that online risks for consumers persist, including scams, fake reviews, and misleading advertising practices. E.g. some consumers have noticed that packaged goods they regularly buy reduced in size (74%) or quality (52%) without a subsequent decrease in price.
The prevalence of cross-border e-commerce has increased since 2022: more than a third of consumers bought from another EU country in 2024 (35%, compared to 27% in 2022), while over a quarter bought from outside of the EU (27%, compared to 20% in 2022). The current overall share of online consumers has also increased from 71% in 2022 to 76% in 2024. Online shoppers are over 60% more likely to experience problems with their purchases than those shopping offline – 26% of consumers who bought online experienced a problem for which they felt there was legitimate reason to complain, compared to 16% for offline consumers.
Source and citation from the Consumer Conditions Scoreboard-2025 in: https://commission.europa.eu/document/2816337b-4fd1-4db2-a71c-d14a206a5a93_en
Regulating consumer protection
The Commission is taking decisive action to address the challenges faced by consumers In the EU-27 states. With the new General Product Safety Regulation, GPSR adopted in 2023 (it is to apply in the states from 13 December 2024), consumers are now better protected from being exposed to unsafe products sold online and offline.
More on GPSR in: https://eur-lex.europa.eu/legal-content/EN/TXT/?uri=uriserv%3AOJ.L_.2023.135.01.0001.01.ENG&toc=OJ%3AL%3A2023%3A135%3ATOC
To address risks from goods sold by non-EU online retailers and marketplaces hosting non-EU traders, the Commission adopted the Communication on E-Commerce package earlier this year. The Commission is also preparing a draft of the Digital Fairness Act to reinforce the protection of consumers against harmful practices online, which is complementary to the existing EU digital rulebook.
On the e-Commerce package in: https://digital-strategy.ec.europa.eu/en/library/e-commerce-communication-comprehensive-eu-toolbox-safe-and-sustainable-e-commerce ; and on e-commerce rules in: https://digital-strategy.ec.europa.eu/en/policies/e-commerce-rules-eu
Following the entry into application of the new rules under the Right to Repair Directive and the Directive on empowering consumers for the green transition (adopted in 2024 and fully effective from 2026), consumers will also benefit from easier repairs, increased product reuse, and clearer information on durability and reparability. By 27 March 2026, the EU member states shall adopt and publish the measures necessary to comply with this Directive and immediately inform the Commission thereof.
On green transition directive in: https://eur-lex.europa.eu/eli/dir/2024/825/oj
Other key findings of the 2025 Scoreboard
= 70% of consumers agree that retailers and service providers respect consumer rights, while 61% of consumers trust public organisations to protect their rights.
= Cross-border e-commerce is on the rise, with 35% of consumers purchasing from another EU country and 27% buying from outside the EU in 2024.
= Online shoppers are over 60% more likely to experience problems with their purchases, compared to those shopping offline.
= 93% of online shoppers worry over online targeted advertising, including over the collection of personal data, excessive advertising and personalization.
= 45% of consumers encountered online scams, and many experienced unfair practices, including fake reviews and misleading discounting.
= Despite a slowing rate of inflation in 2024, and an improvement of consumer sentiment compared to 2022, 38% of consumers expressed concern about their ability to pay their bills, and 35% about affording their preferred food.
= 74% of consumers noticed instances when packaged goods reduce in size, while 52% observed a decline in quality without a corresponding price drop.
= Environmental considerations in purchasing decisions fell 13% since 2022, due to considerations linked to the cost of sustainable products and services and mistrust of the reliability of environmental claims.
As to perspectives, the results of the Scoreboard will be discussed with the EU states, consumer associations and businesses and will feed into the preparation of forthcoming initiatives such as the Consumer Agenda 2025-2030 and the Digital Fairness Act.
Additional information in the following Commission’s links: = Key Consumer Data, and = Consumer Conditions Scoreboard.