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Printed by Imprimerie Centrale in Luxembourg Neither the European Commission nor any person acting on behalf of the Commission is responsible for the use thatmight be made of the following information. Luxembourg: Publications Office of the European Union, 2018European Union, 2018 Reuse is authorised provided the source is acknowledged. The reuse policy of European Commission documents is regulated by Decision 2011/833/EU (OJ L 330, 14.12.2011, p. 39). For any use or reproduction of photos or other material that is not under the EU copyright, permission must besought directly from the copyright holders. PRINT ISBN 978-92-79-89703-0 ISSN 1831-3310 doi:10.2838/856418 DS-AO-18-001-EN-C PDF ISBN 978-92-79-89731-3 ISSN 2529-5691 DOI:10.2838/25750 DS-AO-18-001-EN-N 2018 EDITION Consumer MarketsScoreboard Making markets work for consumers Table of contents 1 Executive Summary .......7 2 Measuring the performance of consumer markets ...11 2.1. Measuring the performance of consumer markets .......12 2.2. The Market Performance Indicator ...........12 2.3. Presentation of results ...........13 3 Consumer assessments of market performance .....15 3.1. Overall results .......16 3.2. Market assessments – diferences between countries ....19 3.3. Assessment of diferent market groups ......25 3.3.1. Overall assessment .....25 3.3.2. Results by market cluster 27 3.4. Socio-demographic diferences in market assessments ..44 3.5. Assessment of diferent market components 49 3.5.1. Comparability ..........49 3.5.2. Trust ......51 3.5.3. Expectations ...........53 3.5.4. Choice ....55 3.5.5. Problems & detriment ...57 4 Additional indicators .....63 4.1. Complaints ...........64 4.2. Switching 67 4.2.1. Ease of switching .......69 4.2.2. Reasons for not switching 70 4.3. Market penetration ..71 4.4. Prices ....74 4.5. Safety ...79 。。。。。。