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									SURVEY ON CONSUMER SATISFACTION WITH
   THE RETAIL DISTRIBUTION OF GOODS



           COUNTRY REPORT

                  SLOVENIA




                      BY
                IPSOS BELGIUM

                     for

          THE EUROPEAN COMMISSION
         Health & Consumer Protection
             Directorate - General

                  June 2009
____________________________________________________________________________________________________________




                                        Table of Contents
Table of Contents .............................................................................................. 2
Table of graphs ................................................................................................. 4

Chapter 1 - Introduction..................................................................................... 5
1.   Preliminary note ........................................................................................... 5
2.   Distribution channels used ............................................................................. 6
2.1. Fresh fruit and vegetables.............................................................................. 6
2.2. Non-alcoholic beverages ................................................................................ 7
2.3. Meat ........................................................................................................... 8
2.4. Information and communication equipment ...................................................... 9
2.5. Other household electrical Equipment ............................................................ 10
2.6. Entertainment and leisure goods................................................................... 11
2.7. New motor vehicles..................................................................................... 12
2.8. Clothing and footwear ................................................................................. 13

Chapter 2 – Overall satisfaction........................................................................ 14
1.  Overall satisfaction with the retailer .............................................................. 14
2.  Value for money of products ........................................................................ 15
3.  Quality of services ...................................................................................... 16
4.  Respect of consumer protection rules ............................................................ 17
5.  Satisfaction with market .............................................................................. 18

Chapter 3 – Detailed results ............................................................................. 19
1.    Quality and price of products........................................................................ 19
1.1. Safety....................................................................................................... 19
1.2. Environment-friendly products...................................................................... 20
1.3. Innovation................................................................................................. 21
1.4. Ethical standards ........................................................................................ 22
1.5. Reliability .................................................................................................. 23
1.6. Product labeling ......................................................................................... 24
1.7. Enough choice of prices ............................................................................... 25
1.8. Price comparability ..................................................................................... 26
1.9. Enough choice of qualities............................................................................ 27
1.10. Quality comparability .................................................................................. 28
1.11. Secure payments........................................................................................ 29
1.12. Affordability ............................................................................................... 30
1.13. Transparency ............................................................................................. 31
2.    Quality of services ...................................................................................... 32
2.1. Opening hours ........................................................................................... 32
2.2. Ease of purchase ........................................................................................ 33
2.3. Staff ......................................................................................................... 34
2.4. Delivery fulfilment ...................................................................................... 35
2.5. Repairers/mechanics ................................................................................... 36
3.    Trust ........................................................................................................ 37
3.1. Advertising ................................................................................................ 37
3.2. Protection of privacy ................................................................................... 38
3.4. Defective goods.......................................................................................... 39
3.5. Aggressive practices ................................................................................... 40
3.6. Clear contract terms ................................................................................... 41
3.7. Fair contract terms ..................................................................................... 42
3.8. Trustworthy staff ........................................................................................ 43


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4.    Negative experiences .................................................................................. 44
4.1. Number of problems ................................................................................... 44
4.2. Types of problems ...................................................................................... 45
4.3. Handling of complaints ................................................................................ 47
5.    Market factors and commitment ................................................................... 48
5.1. Competition ............................................................................................... 48
5.2. Price comparability ..................................................................................... 49
5.3. Cross-border price comparability................................................................... 50
5.4. Cross-border quality comparability ................................................................ 51
5.5 Quality comparability .................................................................................. 52
5.6. Cross-Border purchasing.............................................................................. 53
5.7. Choice ...................................................................................................... 54
5.8. Trust ........................................................................................................ 55
5.9. Price comparison on the internet................................................................... 56
5.10. Commitment.............................................................................................. 57




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                                                             Table of graphs
Figure 1 – Distribution channels mostly used – Fresh fruit and vegetables .........................................................................6
Figure 2 – Distribution channels mostly used – Non-alcoholic beverages ............................................................................7
Figure 3 – Distribution channels mostly used – Meat ............................................................................................................8
Figure 4 – Distribution channels mostly used – Information and communication equipment ...........................................9
Figure 5 – Distribution channels mostly used – Other household electrical appliances....................................................10
Figure 6 – Distribution channels mostly used – Entertainment and leisure goods ............................................................11
Figure 7 – Distribution channels mostly used – New motor vehicles ..................................................................................12
Figure 8 – Distribution channels mostly used – Clothing and footwear .............................................................................13
Figure 9 - Overall satisfaction with retailer ..........................................................................................................................14
Figure 10 - Overall price and quality ....................................................................................................................................15
Figure 11 – Overall quality service ........................................................................................................................................16
Figure 12 – Overall trust ........................................................................................................................................................17
Figure 13 – Overall satisfaction with market........................................................................................................................18
Figure 14 – Quality and price of products: safety ................................................................................................................19
Figure 15 – Quality and price of products: environment-friendly products ......................................................................20
Figure 16 – Quality and price of products: innovation ........................................................................................................21
Figure 17 – Quality and price of products: ethical standards .............................................................................................22
Figure 18 – Quality and price of products: reliability..........................................................................................................23
Figure 19 – Quality and price of products: product labeling ..............................................................................................24
Figure 20 – Quality and price of products: enough choice of prices...................................................................................25
Figure 21 – Quality and price of products: price comparability.........................................................................................26
Figure 22 – Quality and price of products: enough choice of qualities...............................................................................27
Figure 23 – Quality and price of products: quality comparability......................................................................................28
Figure 24 – Quality and price of products: secure payments ..............................................................................................29
Figure 25 – Quality and price of products: affordability.....................................................................................................30
Figure 26 – Quality and price of products: transparency....................................................................................................31
Figure 27 – Quality of service: opening hours ......................................................................................................................32
Figure 28 – Quality of service: ease of purchase...................................................................................................................33
Figure 29 – Quality of service: staff.......................................................................................................................................34
Figure 30 – Quality of service: delivery fulfilment ...............................................................................................................35
Figure 31 – Quality of service: repairers/mechanics ............................................................................................................36
Figure 32 – Trust: advertising................................................................................................................................................37
Figure 33 – Trust: protection of privacy ...............................................................................................................................38
Figure 34 – Trust: defective goods.........................................................................................................................................39
Figure 35 – Trust: aggressive practices .................................................................................................................................40
Figure 36 – Trust: clear contract terms ................................................................................................................................41
Figure 37 – Trust: fair contract terms...................................................................................................................................42
Figure 38 – Trust: trustworthy staff......................................................................................................................................43
Figure 39 – % of people who have had a problem................................................................................................................44
Figure 40 – Types of problems experienced: quality of product .........................................................................................45
Figure 41 – Types of problems experienced: delivery problems .........................................................................................45
Figure 42 – Types of problems experienced: prices .............................................................................................................46
Figure 43 – Complaints...........................................................................................................................................................47
Figure 44 – Satisfaction with the market characteristics: competition...............................................................................48
Figure 45 – Satisfaction with the market characteristics: price comparability .................................................................49
Figure 46 – Satisfaction with the market characteristics: cross-border price comparability...........................................50
Figure 47 – Satisfaction with the market characteristics: cross-border quality comparability........................................51
Figure 48 – Satisfaction with the market characteristics: quality comparability ..............................................................52
Figure 49 – Satisfaction with the market characteristics: cross-border purchasing .........................................................53
Figure 50 – Satisfaction with the market characteristics: choice ........................................................................................54
Figure 51 – Satisfaction with the market characteristics: trust ..........................................................................................55
Figure 52 – Use of internet to compare prices ......................................................................................................................56
Figure 53 – Commitment to retailers ....................................................................................................................................57
Figure 54 – Would buy through phone or mail order..........................................................................................................58
Figure 55 – Would buy over the Internet..............................................................................................................................59
Figure 56 – Would buy in another EU-country ....................................................................................................................60
Figure 57 – No convenient alternative to retailer .................................................................................................................61




4        | SURVEY ON CONSUMER SATISFACTION WITH THE RETAIL DISTRIBUTION OF GOODS – SLOVENIA
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Chapter 1 - Introduction

1. Preliminary note
The objective of this report is to present the main findings of the survey for Slovenia. It
details consumers’ satisfaction with various aspects of each of the 8 product markets i.e.
fresh fruit and vegetables, non-alcoholic beverages, meat, information and
communication equipment, other household electrical equipment, entertainment and
leisure goods, new motor vehicles and clothing and footwear.

For each question asked in the questionnaire, a chart presents the national results
compared to EU average and for each of the product markets.

The main indicator used in the analysis (which is widely admitted amongst the research
experts’ community) is the percentage of satisfied and dissatisfied consumers, based on
the scores given on a scale from 1 to 10. “Satisfied” are those who gave a satisfaction
score of 8 to 10; “dissatisfied” are those who gave a score of 1 to 4. For the clarity of the
analysis, we do not show the neutral consumers on the charts or those who could not
give an answer to the question (“don’t know”). This is why the figures shown in most of
the charts do not add up to 100%.

For more information, the reader will find the overall report and full results of the survey
as well as a methodological note on DG SANCO web site:


http://ec.europa.eu/consumers/strategy/cons_satisfaction_en.htm




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2. Distribution channels used
2.1.           FRESH FRUIT AND VEGETABLES

Figure 1 – Distribution channels mostly used – Fresh fruit and vegetables
                                                   SLOVENIA - FRESH FRUIT AND VEGETABLES

                                        SUP1A - Where do Europeans buy fresh fruit & vegetables most?

                                                                               83
        Supermarkets and hypermarkets
                                                                        69

                                                                   34
                      Discount stores
                                                                   34

                                                              29
              Greengrocers/night-shops
                                                    16

                                                          27
              Street markets/farm shops
                                                               32

                                                         24
                     Department stores
                                                               33

                                                   12
          Superettes/Convenience stores
                                               7

                                           1
                         Petrol stations
                                           1
                                                                                                        Slovenia
                                           1
                   Mail and phone order
                                           1
                                                                                                        EU27
                                           0
                         Sales at home
                                           0

                                           0
                               Internet
                                           0




6      | SURVEY ON CONSUMER SATISFACTION WITH THE RETAIL DISTRIBUTION OF GOODS – SLOVENIA
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2.2.         NON-ALCOHOLIC BEVERAGES

Figure 2 – Distribution channels mostly used – Non-alcoholic beverages
                                                   SLOVENIA - NON-ALCOHOLIC BEVERAGES

                                     SUP1A - Where do Europeans buy non-alcoholic beverages most?

                                                                                 86
       Supermarkets and hypermarkets
                                                                            77

                                                                       43
                       Discount stores
                                                                      40

                                                                 35
        Superettes/Convenience stores
                                                            25

                                                       19
                        Petrol stations
                                              7

                                                  12
                    Department stores
                                              8

                                              10
            Grocery stores/night-shops
                                                       19

                                          1
            Street markets/farm shops
                                          3
                                                                                                       Slovenia
                                          0
                              Internet
                                          0
                                                                                                       EU27
                                          0
                        Sales at home
                                          1

                                          0
                 Mail and phone order
                                          0




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2.3.          MEAT

Figure 3 – Distribution channels mostly used – Meat
                                                                  SLOVENIA - MEAT

                                                       SUP1A - Where do Europeans buy meat most?

                                                                                 78
        Supermarkets and hypermarkets
                                                                            67

                                                                 42
                  Butchers/night-shops
                                                                   46

                                                        21
         Superettes/Convenience stores
                                                  13

                                                       19
                       Discount stores
                                                            24

                                                       17
             Street markets/farm shops
                                                  11

                                              8
                    Department stores
                                              6

                                          0
                        Petrol stations
                                          0
                                                                                                   Slovenia
                                          0
                              Internet
                                          0
                                                                                                   EU27
                                          0
                        Sales at home
                                          0

                                          0
                  Mail and phone order
                                          0




8      | SURVEY ON CONSUMER SATISFACTION WITH THE RETAIL DISTRIBUTION OF GOODS – SLOVENIA
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2.4.         INFORMATION AND COMMUNICATION EQUIPMENT

Figure 4 – Distribution channels mostly used – Information and communication
equipment
                                  SLOVENIA - INFORMATION AND COMMUNICATION EQUIPMENT

                         SUP1A - Where do Europeans buy information and communication equipment most?

                                                                     50
                   Small shops/stores
                                                           25

                                                                40
                  Retail chains stores
                                                                          66

                                                           23
       Supermarkets and hypermarkets
                                                           23

                                                      15
                              Internet
                                                 10

                                         4
                      Discount stores
                                             5

                                         4
                   Department stores
                                                 8                                                   Slovenia

                                         3                                                           EU27
                 Mail and phone order
                                         3

                                         1
                       Sales at home
                                         0




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2.5.         OTHER HOUSEHOLD ELECTRICAL EQUIPMENT

Figure 5 – Distribution channels mostly used – Other household electrical appliances
                                            SLOVENIA - OTHER HOUSEHOLD ELECTRICAL EQUIPMENT

                                     SUP1A - Where do Europeans buy household electrical equipment most?

                                                                             51
                     Retail chains stores
                                                                                  67

                                                                        39
          Supermarkets and hypermarkets
                                                                  29

                                                                   32
                      Small shops/stores
                                                             19

                                                    8
                         Discount stores
                                                    8

                                                5
                                 Internet
                                                 6

                                             3
                      Department stores
                                                        12                                         Slovenia

                                            2                                                      EU27
                    Mail and phone order
                                                4

                                            1
                          Sales at home
                                            0




10 | SURVEY ON CONSUMER SATISFACTION WITH THE RETAIL DISTRIBUTION OF GOODS – SLOVENIA
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2.6.         ENTERTAINMENT AND LEISURE GOODS

Figure 6 – Distribution channels mostly used – Entertainment and leisure goods
                                             SLOVENIA - ENTERTAINMENT AND LEISURE GOODS

                                 SUP1A - Where do Europeans buy entertainment and leisure goods most?

                                                                 46
       Supermarkets and hypermarkets
                                                           35

                                                                 46
                  Retail chains stores
                                                                      54

                                                                42
                   Small shops/stores
                                                          32

                                                 9
                      Discount stores
                                                 9

                                             8
                              Internet
                                                 9

                                             6
                   Department stores
                                                     17                                          Slovenia

                                         3                                                       EU27
                 Mail and phone order
                                         4

                                         1
                       Sales at home
                                         0




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2.7.           NEW MOTOR VEHICLES

Figure 7 – Distribution channels mostly used – New motor vehicles
                                                    SLOVENIA - NEW MOTOR VEHICLES

                                           SUP1A - Where do Europeans buy new motor vehicles most?




                                                                 64
        Car/motorcycle dealer
                                                                              90




                                                   34
             Import/Export agent
                                       8




                                                                                                     Slovenia

                                   2                                                                 EU27
                  Internet
                                   3




12 | SURVEY ON CONSUMER SATISFACTION WITH THE RETAIL DISTRIBUTION OF GOODS – SLOVENIA
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2.8.         CLOTHING AND FOOTWEAR

Figure 8 – Distribution channels mostly used – Clothing and footwear
                                                          SLOVENIA - CLOTHING AND FOOTWEAR

                                         SUP1A - Where do Europeans buy clothing and footwear most?

                                                                                59
               Small stores/boutiques
                                                                          50

                                                                               57
                  Retail chains stores
                                                                               56

                                                                     38
       Supermarkets and hypermarkets
                                                           23

                                                      17
                   Department stores
                                                                31

                                             6
                      Discount stores
                                                     14

                                             5
                       Street markets
                                                     16

                                          4                                                                Slovenia
                 Mail and phone order
                                                 8
                                                                                                           EU27
                                         2
                              Internet
                                             6

                                         0
                       Sales at home
                                         0




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 Chapter 2 – Overall satisfaction
1. Overall satisfaction with the retailer
Figure 9 - Overall satisfaction with retailer

                                                      SLOVENIA
                                   SA1 - Overall satisfaction with the retailer
                          % Satisfied (scores 8 to 10) and % dissatisfied (scores 1 to 4)


                                         New motor vehicles         2                        84

                                  EU27 New motor vehicles           2                        80



                      Other household electrical equipment          2                        79

               EU27 Other household electrical equipment            1                    77



                                       Clothing and footwear        1                    78

                                EU27 Clothing and footwear          1                    75



                           Entertainment and leisure goods          1                    77

                     EU27 Entertainment and leisure goods           1                    76



                Information and communication equipment             1                    76

          EU27 Information and communication equipment              2                    75



                                    Non-alcoholic beverages         2                   73

                             EU27 Non-alcoholic beverages           1                    78



                                                         Meat       2                   72

                                                  EU27 Meat         1                    76



                                  Fresh fruit and vegetables        3                   68

                            EU27 Fresh fruit and vegetables         2                   70

                       Dissatisfied          Satisfied          EU27 Dissatisfied                 EU27 Satisfied




14 | SURVEY ON CONSUMER SATISFACTION WITH THE RETAIL DISTRIBUTION OF GOODS – SLOVENIA
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2. Value for money of products
Figure 10 - Overall price and quality

                                                SLOVENIA
                          QLPR1 - Overall satisfaction with value for money
                   price% Satisfied (scores 8 to 10) and % dissatisfied (scores 1 to 4)


                                     New motor vehicles       4                       77

                              EU27 New motor vehicles         3                  65



                                   Clothing and footwear      3                     72

                            EU27 Clothing and footwear        2                  67



             Information and communication equipment          5                   70

       EU27 Information and communication equipment           2                  67



                  Other household electrical equipment        5                   70

            EU27 Other household electrical equipment         2                   70



                       Entertainment and leisure goods        4                   68

                 EU27 Entertainment and leisure goods         2                  67



                               Non-alcoholic beverages       6                   66

                         EU27 Non-alcoholic beverages         2                   68



                                                    Meat      5                 63

                                             EU27 Meat        2                  66



                              Fresh fruit and vegetables     7                 60

                       EU27 Fresh fruit and vegetables        4                 62


                    Dissatisfied        Satisfied          EU27 Dissatisfied               EU27 Satisfied




                                                                  FINAL REPORT – CONSUMER SATISFACTION – DG SANCO   | 15
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3. Quality of services
Figure 11 – Overall quality service

                                                      SLOVENIA
                                        QLS1 - Overall quality of services
                         % Satisfied (scores 8 to 10) and % dissatisfied (scores 1 to 4)


                                         New motor vehicles         3                        84

                                  EU27 New motor vehicles           2                    75



                                      Clothing and footwear         2                    78

                                EU27 Clothing and footwear          2                   70



               Information and communication equipment              2                    77

         EU27 Information and communication equipment               2                   73



                                                         Meat       3                    76

                                                  EU27 Meat          1                   74



                     Other household electrical equipment           3                    75

              EU27 Other household electrical equipment             2                   73



                                   Non-alcoholic beverages          3                    74

                            EU27 Non-alcoholic beverages            2                   71



                           Entertainment and leisure goods          3                   73

                    EU27 Entertainment and leisure goods            2                   73



                                  Fresh fruit and vegetables        3                   73

                           EU27 Fresh fruit and vegetables          2                   68

                       Dissatisfied          Satisfied          EU27 Dissatisfied                 EU27 Satisfied




16 | SURVEY ON CONSUMER SATISFACTION WITH THE RETAIL DISTRIBUTION OF GOODS – SLOVENIA
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4. Respect of consumer protection rules
Figure 12 – Overall trust


                                                 SLOVENIA
               TR1 - Overall satisfaction with respect of consumer protection rules
                      % Satisfied (scores 8 to 10) and % dissatisfied (scores 1 to 4)


                                     New motor vehicles       2                       82

                             EU27 New motor vehicles          2                  69



                                   Clothing and footwear      2                      76

                           EU27 Clothing and footwear         2                 65



             Information and communication equipment          3                      75

       EU27 Information and communication equipment           2                 66



                  Other household electrical equipment        4                   74

            EU27 Other household electrical equipment         2                  68



                       Entertainment and leisure goods        4                   73

                 EU27 Entertainment and leisure goods         2                  68



                                                     Meat     3                   72

                                             EU27 Meat        2                  69



                               Non-alcoholic beverages        3                  69

                        EU27 Non-alcoholic beverages          1                 65



                             Fresh fruit and vegetables       4                  69

                       EU27 Fresh fruit and vegetables        2                 64

                    Dissatisfied         Satisfied          EU27 Dissatisfied              EU27 Satisfied




                                                                  FINAL REPORT – CONSUMER SATISFACTION – DG SANCO   | 17
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5. Satisfaction with market
Figure 13 – Overall satisfaction with market

                                                      SLOVENIA
                                  MPF1 - Overall satisfaction with the market

                         % Satisfied (scores 8 to 10) and % dissatisfied (scores 1 to 4)


                                        New motor vehicles         3                         81

                                 EU27 New motor vehicles              2                 67



                                      Clothing and footwear        3                     75

                               EU27 Clothing and footwear             2                 68



               Information and communication equipment             3                     73

         EU27 Information and communication equipment                 2                 68



                     Other household electrical equipment          4                    71

              EU27 Other household electrical equipment               2                 70



                                  Non-alcoholic beverages          4                    71

                            EU27 Non-alcoholic beverages              1                 71



                          Entertainment and leisure goods          4                    68

                   EU27 Entertainment and leisure goods               2                 69



                                                         Meat     8                 66

                                                 EU27 Meat         3                66



                                 Fresh fruit and vegetables       6                 66

                          EU27 Fresh fruit and vegetables          3                65

                       Dissatisfied          Satisfied          EU27 Dissatisfied                 EU27 Satisfied




18 | SURVEY ON CONSUMER SATISFACTION WITH THE RETAIL DISTRIBUTION OF GOODS – SLOVENIA
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Chapter 3 – Detailed results

1. Quality and price of products
1.1.       SAFETY

Figure 14 – Quality and price of products: safety


                                                    SLOVENIA
                                                  QLPR1 - Safety
                         % Satisfied (scores 8 to 10) and % dissatisfied (scores 1 to 4)



                                         New motor vehicles    2                        89

                                 EU27 New motor vehicles       1                   79



                      Other household electrical equipment     2                      81

                EU27 Other household electrical equipment      1                   77



                                     Clothing and footwear     1                   79

                               EU27 Clothing and footwear      1                  71



                          Entertainment and leisure goods      1                   77

                    EU27 Entertainment and leisure goods       1                  74



                 Information and communication equipment       2                  75

           EU27 Information and communication equipment        2                  72



                                  Non-alcoholic beverages      3                  74

                            EU27 Non-alcoholic beverages       1                  76



                                                       Meat    3                  73

                                                EU27 Meat      1                  74



                                 Fresh fruit and vegetables   4                  69

                          EU27 Fresh fruit and vegetables      2                 70


                          Dissatisfied         Satisfied      EU27 Dissatisfied              EU27 Satisfied




                                                                   FINAL REPORT – CONSUMER SATISFACTION – DG SANCO   | 19
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1.2.         ENVIRONMENT-FRIENDLY PRODUCTS

Figure 15 – Quality and price of products: environment-friendly products


                                                        SLOVENIA
                                     QLPR1 - Environment-friendly products
                         % Satisfied (scores 8 to 10) and % dissatisfied (scores 1 to 4)


                                         New motor vehicles         5                         67

                                  EU27 New motor vehicles           6                        59



                                       Clothing and footwear        5                         64

                                EU27 Clothing and footwear         8                    49



                                                         Meat       6                         64

                                                  EU27 Meat         6                    57



                           Entertainment and leisure goods             3                      63

                    EU27 Entertainment and leisure goods            6                   52



                     Other household electrical equipment            4                        63

               EU27 Other household electrical equipment            5                        59



               Information and communication equipment              7                        60

         EU27 Information and communication equipment               7                   53



                                     Non-alcoholic beverages       8                     56

                            EU27 Non-alcoholic beverages            7                    54



                                  Fresh fruit and vegetables       8                     54

                           EU27 Fresh fruit and vegetables          7                    54


                      Dissatisfied          Satisfied           EU27 Dissatisfied                 EU27 Satisfied




20 | SURVEY ON CONSUMER SATISFACTION WITH THE RETAIL DISTRIBUTION OF GOODS – SLOVENIA
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1.3.       INNOVATION

Figure 16 – Quality and price of products: innovation


                                                     SLOVENIA
                                             QLPR1 - Innovation
                      % Satisfied (scores 8 to 10) and % dissatisfied (scores 1 to 4)


                                      New motor vehicles            2                          79

                              EU27 New motor vehicles               2                      73



             Information and communication equipment                2                      74

       EU27 Information and communication equipment                 2                      73



                                    Clothing and footwear        4                        71

                            EU27 Clothing and footwear              2                     68



                  Other household electrical equipment           3                        71

            EU27 Other household electrical equipment               2                     72



                       Entertainment and leisure goods           3                        68

                 EU27 Entertainment and leisure goods               2                     69



                                  Non-alcoholic beverages       6                       64

                         EU27 Non-alcoholic beverages            4                    62



                                                      Meat      8                    57

                                              EU27 Meat         6                    59



                              Fresh fruit and vegetables       10                  53

                       EU27 Fresh fruit and vegetables          7                   54


                   Dissatisfied          Satisfied           EU27 Dissatisfied                      EU27 Satisfied




                                                                        FINAL REPORT – CONSUMER SATISFACTION – DG SANCO   | 21
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1.4.         ETHICAL STANDARDS

Figure 17 – Quality and price of products: ethical standards


                                                      SLOVENIA
                                             QLPR1 - Ethical standards
                         % Satisfied (scores 8 to 10) and % dissatisfied (scores 1 to 4)


                                          New motor vehicles        5                        58

                                  EU27 New motor vehicles           5                    53



                                                         Meat      8                     55

                                                  EU27 Meat         6                    53



                     Other household electrical equipment           6                   51

               EU27 Other household electrical equipment               4                50



                                        Clothing and footwear     10                    51

                                EU27 Clothing and footwear          7               46



                                  Fresh fruit and vegetables      10                    51

                           EU27 Fresh fruit and vegetables          7                   48



                                   Non-alcoholic beverages        10                    50

                            EU27 Non-alcoholic beverages            6                   48



                           Entertainment and leisure goods         8                46

                    EU27 Entertainment and leisure goods            5                   49



               Information and communication equipment             9                46

         EU27 Information and communication equipment               6               46


                         Dissatisfied           Satisfied          EU27 Dissatisfied              EU27 Satisfied




22 | SURVEY ON CONSUMER SATISFACTION WITH THE RETAIL DISTRIBUTION OF GOODS – SLOVENIA
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1.5.       RELIABILITY

Figure 18 – Quality and price of products: reliability


                                                    SLOVENIA
                                            QLPR1 - Reliability
                      % Satisfied (scores 8 to 10) and % dissatisfied (scores 1 to 4)




                                    New motor vehicles      3                      82


                            EU27 New motor vehicles         2                      77




                 Other household electrical equipment      4                   72


            EU27 Other household electrical equipment       2                  73




             Information and communication equipment        3                 69


       EU27 Information and communication equipment         2                  72




                                  Clothing and footwear    6                  68


                          EU27 Clothing and footwear        3                 65




                      Entertainment and leisure goods       2                 67


                EU27 Entertainment and leisure goods        2                  72




                   Dissatisfied         Satisfied         EU27 Dissatisfied             EU27 Satisfied




                                                                FINAL REPORT – CONSUMER SATISFACTION – DG SANCO   | 23
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1.6.         PRODUCT LABELING

Figure 19 – Quality and price of products: product labeling


                                                        SLOVENIA
                                             QLPR1 - Product labeling
                         % Satisfied (scores 8 to 10) and % dissatisfied (scores 1 to 4)


                                         New motor vehicles         3                         83

                                  EU27 New motor vehicles           2                    73



                                       Clothing and footwear        3                        78

                                EU27 Clothing and footwear          4                   65



                     Other household electrical equipment           2                        77

               EU27 Other household electrical equipment            2                    70



                           Entertainment and leisure goods          2                    74

                    EU27 Entertainment and leisure goods            3                   67



               Information and communication equipment              3                    73

         EU27 Information and communication equipment               3                   67



                                     Non-alcoholic beverages        3                   69

                            EU27 Non-alcoholic beverages            3                   66



                                  Fresh fruit and vegetables       7                    65

                           EU27 Fresh fruit and vegetables         6                60



                                                         Meat      6                    64

                                                  EU27 Meat         4                   64


                      Dissatisfied          Satisfied           EU27 Dissatisfied                 EU27 Satisfied




24 | SURVEY ON CONSUMER SATISFACTION WITH THE RETAIL DISTRIBUTION OF GOODS – SLOVENIA
____________________________________________________________________________________________________________




1.7.       ENOUGH CHOICE OF PRICES

Figure 20 – Quality and price of products: enough choice of prices


                                                 SLOVENIA
                                    QLPR1 - Enough choice of prices
                      % Satisfied (scores 8 to 10) and % dissatisfied (scores 1 to 4)



                                     New motor vehicles        3                         72

                              EU27 New motor vehicles          3                       68



             Information and communication equipment           3                        71

       EU27 Information and communication equipment               2                    70



                                   Clothing and footwear      4                         71

                           EU27 Clothing and footwear          3                       67



                       Entertainment and leisure goods         3                       70

                 EU27 Entertainment and leisure goods             2                    70



                               Non-alcoholic beverages        4                        68

                        EU27 Non-alcoholic beverages           3                       70



                  Other household electrical equipment        4                        67

            EU27 Other household electrical equipment             2                     71



                                                     Meat     7                    60

                                             EU27 Meat        4                      65



                              Fresh fruit and vegetables      8                   56

                       EU27 Fresh fruit and vegetables        5                     61


                    Dissatisfied         Satisfied          EU27 Dissatisfied                 EU27 Satisfied




                                                                      FINAL REPORT – CONSUMER SATISFACTION – DG SANCO   | 25
____________________________________________________________________________________________________________




1.8.         PRICE COMPARABILITY

Figure 21 – Quality and price of products: price comparability


                                                      SLOVENIA
                                           QLPR1 - Price comparability
                         % Satisfied (scores 8 to 10) and % dissatisfied (scores 1 to 4)


                                         New motor vehicles         5                        78

                                  EU27 New motor vehicles           3                   69



               Information and communication equipment              4                    72

         EU27 Information and communication equipment               2                   70



                                       Clothing and footwear        4                    71

                                EU27 Clothing and footwear          3                   68



                           Entertainment and leisure goods          5                   70

                    EU27 Entertainment and leisure goods            3                   69



                     Other household electrical equipment           4                   69

               EU27 Other household electrical equipment            2                    72



                                   Non-alcoholic beverages          4                   67

                            EU27 Non-alcoholic beverages            2                    71



                                                          Meat     7                62

                                                  EU27 Meat         3                   67



                                  Fresh fruit and vegetables       6                61

                           EU27 Fresh fruit and vegetables          3                   65


                        Dissatisfied          Satisfied          EU27 Dissatisfied                EU27 Satisfied




26 | SURVEY ON CONSUMER SATISFACTION WITH THE RETAIL DISTRIBUTION OF GOODS – SLOVENIA
____________________________________________________________________________________________________________




1.9.       ENOUGH CHOICE OF QUALITIES

Figure 22 – Quality and price of products: enough choice of qualities


                                                 SLOVENIA
                                    QLPR1 - Enough choice of qualities
                      % Satisfied (scores 8 to 10) and % dissatisfied (scores 1 to 4)


                                      New motor vehicles       5                         74

                              EU27 New motor vehicles          3                        69



             Information and communication equipment           3                        71

       EU27 Information and communication equipment               2                     70



                               Non-alcoholic beverages         4                       66

                         EU27 Non-alcoholic beverages          3                        69



                                    Clothing and footwear     6                      65

                            EU27 Clothing and footwear         3                     65



                  Other household electrical equipment         5                     65

            EU27 Other household electrical equipment          3                        71



                       Entertainment and leisure goods         5                     65

                 EU27 Entertainment and leisure goods             2                     69



                                                      Meat    7                    57

                                              EU27 Meat        4                     65



                              Fresh fruit and vegetables     10                   55

                       EU27 Fresh fruit and vegetables         5                    61


                     Dissatisfied         Satisfied          EU27 Dissatisfied                EU27 Satisfied




                                                                      FINAL REPORT – CONSUMER SATISFACTION – DG SANCO   | 27
____________________________________________________________________________________________________________




1.10.        QUALITY COMPARABILITY

Figure 23 – Quality and price of products: quality comparability


                                                      SLOVENIA
                                          QLPR1 - Quality comparability
                         % Satisfied (scores 8 to 10) and % dissatisfied (scores 1 to 4)


                                         New motor vehicles        6                     72

                                  EU27 New motor vehicles              3                67



                                       Clothing and footwear       6                    65

                                EU27 Clothing and footwear             3                66



               Information and communication equipment             8                    65

         EU27 Information and communication equipment               4                   66



                           Entertainment and leisure goods         8                60

                    EU27 Entertainment and leisure goods               3                66



                     Other household electrical equipment          9               59

               EU27 Other household electrical equipment               3                68



                                   Non-alcoholic beverages         8               59

                            EU27 Non-alcoholic beverages               3                65



                                                          Meat    10               56

                                                  EU27 Meat         4                   65



                                  Fresh fruit and vegetables      10              55

                           EU27 Fresh fruit and vegetables          4               62


                        Dissatisfied          Satisfied          EU27 Dissatisfied            EU27 Satisfied




28 | SURVEY ON CONSUMER SATISFACTION WITH THE RETAIL DISTRIBUTION OF GOODS – SLOVENIA
____________________________________________________________________________________________________________




1.11.      SECURE PAYMENTS

Figure 24 – Quality and price of products: secure payments


                                                 SLOVENIA
                                         QLPR1 - Secure payments
                      % Satisfied (scores 8 to 10) and % dissatisfied (scores 1 to 4)


                                      New motor vehicles        1                          88

                              EU27 New motor vehicles           1                      79



                  Other household electrical equipment          1                       85

            EU27 Other household electrical equipment           1                      80



                                    Clothing and footwear       1                       84

                            EU27 Clothing and footwear          1                     78



             Information and communication equipment            1                      81

        EU27 Information and communication equipment            1                     77



                               Non-alcoholic beverages         2                       80

                         EU27 Non-alcoholic beverages           1                      79



                                                      Meat     2                       80

                                              EU27 Meat         1                     78



                              Fresh fruit and vegetables       2                      78

                       EU27 Fresh fruit and vegetables         2                      76



                       Entertainment and leisure goods          1                     77

                 EU27 Entertainment and leisure goods           1                     78


                     Dissatisfied         Satisfied          EU27 Dissatisfied                  EU27 Satisfied




                                                                    FINAL REPORT – CONSUMER SATISFACTION – DG SANCO   | 29
____________________________________________________________________________________________________________




1.12.        AFFORDABILITY

Figure 25 – Quality and price of products: affordability


                                                      SLOVENIA
                                                QLPR1 - Affordability
                         % Satisfied (scores 8 to 10) and % dissatisfied (scores 1 to 4)


                                   Non-alcoholic beverages          5                    72

                            EU27 Non-alcoholic beverages               2                68



                                       Clothing and footwear        4                    70

                                EU27 Clothing and footwear             3                64



                                  Fresh fruit and vegetables        5                   67

                           EU27 Fresh fruit and vegetables          5               61



                     Other household electrical equipment           5                   65

               EU27 Other household electrical equipment               2                66



                                                          Meat     6                    65

                                                  EU27 Meat         5               60



               Information and communication equipment             6                63

         EU27 Information and communication equipment                  3                64



                           Entertainment and leisure goods          4               62

                    EU27 Entertainment and leisure goods               2                64



                                         New motor vehicles        9               59

                                  EU27 New motor vehicles          6              53


                        Dissatisfied          Satisfied          EU27 Dissatisfied            EU27 Satisfied




30 | SURVEY ON CONSUMER SATISFACTION WITH THE RETAIL DISTRIBUTION OF GOODS – SLOVENIA
____________________________________________________________________________________________________________




1.13.      TRANSPARENCY

Figure 26 – Quality and price of products: transparency


                                                 SLOVENIA
                                           QLPR1 - Transparency
                      % Satisfied (scores 8 to 10) and % dissatisfied (scores 1 to 4)


                                      New motor vehicles       2                          85

                              EU27 New motor vehicles          2                     72



                                    Clothing and footwear      2                       80

                            EU27 Clothing and footwear          1                     76



                  Other household electrical equipment         2                       79

            EU27 Other household electrical equipment           1                     78



             Information and communication equipment            1                     78

        EU27 Information and communication equipment           2                     74



                       Entertainment and leisure goods         2                     75

                 EU27 Entertainment and leisure goods           1                     76



                               Non-alcoholic beverages         3                     75

                         EU27 Non-alcoholic beverages           1                    75



                                                      Meat     2                     73

                                              EU27 Meat        2                     74



                              Fresh fruit and vegetables       4                     73

                       EU27 Fresh fruit and vegetables         2                    71


                     Dissatisfied         Satisfied          EU27 Dissatisfied                 EU27 Satisfied




                                                                    FINAL REPORT – CONSUMER SATISFACTION – DG SANCO   | 31
____________________________________________________________________________________________________________




2. Quality of services

2.1.         OPENING HOURS

Figure 27 – Quality of service: opening hours


                                                      SLOVENIA
                                               QLS1 - Opening hours
                         % Satisfied (scores 8 to 10) and % dissatisfied (scores 1 to 4)


                                      Non-alcoholic beverages       2                        82

                             EU27 Non-alcoholic beverages           1                        80



                                        Clothing and footwear       2                        82

                                EU27 Clothing and footwear          3                   73



                            Entertainment and leisure goods         3                        79

                     EU27 Entertainment and leisure goods           2                    77



                      Other household electrical equipment          3                    78

                EU27 Other household electrical equipment           2                    75



                                                         Meat       3                    78

                                                  EU27 Meat         3                    75



                                  Fresh fruit and vegetables        3                    77

                            EU27 Fresh fruit and vegetables         3                    75



                Information and communication equipment             4                   72

          EU27 Information and communication equipment              2                    74



                                          New motor vehicles       6                    68

                                   EU27 New motor vehicles          4               64


                       Dissatisfied          Satisfied          EU27 Dissatisfied                 EU27 Satisfied




32 | SURVEY ON CONSUMER SATISFACTION WITH THE RETAIL DISTRIBUTION OF GOODS – SLOVENIA
____________________________________________________________________________________________________________




2.2.       EASE OF PURCHASE

Figure 28 – Quality of service: ease of purchase


                                                SLOVENIA
                                        QLS1 - Ease of purchase
                     % Satisfied (scores 8 to 10) and % dissatisfied (scores 1 to 4)


                                                     Meat      2                       79

                                             EU27 Meat         1                       78



                              Fresh fruit and vegetables       2                       78

                       EU27 Fresh fruit and vegetables         2                     77



                               Non-alcoholic beverages         1                       78

                        EU27 Non-alcoholic beverages           1                       79



                                   Clothing and footwear       2                       78

                           EU27 Clothing and footwear          2                   71



                                     New motor vehicles        3                     76

                              EU27 New motor vehicles          3                  67



             Information and communication equipment           3                    75

       EU27 Information and communication equipment            2                    72



                       Entertainment and leisure goods         2                    72

                 EU27 Entertainment and leisure goods          2                    73



                  Other household electrical equipment         3                   71

            EU27 Other household electrical equipment          2                    74


                    Dissatisfied         Satisfied          EU27 Dissatisfied               EU27 Satisfied




                                                                   FINAL REPORT – CONSUMER SATISFACTION – DG SANCO   | 33
____________________________________________________________________________________________________________




2.3.         STAFF

Figure 29 – Quality of service: staff


                                                      SLOVENIA
                                                     QLS1 - Staff
                         % Satisfied (scores 8 to 10) and % dissatisfied (scores 1 to 4)


                                         New motor vehicles          1                        83

                                  EU27 New motor vehicles           2                        75



                                                         Meat       4                    74

                                                  EU27 Meat         3                   69



               Information and communication equipment              4                    74

         EU27 Information and communication equipment               4                   67



                                      Clothing and footwear         4                    73

                                EU27 Clothing and footwear          4                   66



                     Other household electrical equipment           4                   68

              EU27 Other household electrical equipment             4                   66



                           Entertainment and leisure goods          5                   66

                    EU27 Entertainment and leisure goods            4                   65



                                  Fresh fruit and vegetables       6                    64

                           EU27 Fresh fruit and vegetables          5               61



                                   Non-alcoholic beverages         6                63

                            EU27 Non-alcoholic beverages            5              58


                       Dissatisfied          Satisfied          EU27 Dissatisfied                  EU27 Satisfied




34 | SURVEY ON CONSUMER SATISFACTION WITH THE RETAIL DISTRIBUTION OF GOODS – SLOVENIA
____________________________________________________________________________________________________________




2.4.       DELIVERY FULFILMENT

Figure 30 – Quality of service: delivery fulfilment


                                                SLOVENIA
                                        QLS1 - Delivery fulfilment
                     % Satisfied (scores 8 to 10) and % dissatisfied (scores 1 to 4)


                                     New motor vehicles       4                          73

                              EU27 New motor vehicles          3                      72



                  Other household electrical equipment        5                  61

            EU27 Other household electrical equipment          3                      67



             Information and communication equipment          6                  59

       EU27 Information and communication equipment            3                    64



                       Entertainment and leisure goods        6                 54

                 EU27 Entertainment and leisure goods          3                    62



                                                     Meat     7             44

                                             EU27 Meat        4                  57



                                   Clothing and footwear      7            41

                           EU27 Clothing and footwear         4                  56



                              Fresh fruit and vegetables    10            38

                       EU27 Fresh fruit and vegetables        4                51



                               Non-alcoholic beverages      10           34

                        EU27 Non-alcoholic beverages           3                54


                    Dissatisfied         Satisfied          EU27 Dissatisfied                 EU27 Satisfied




                                                                   FINAL REPORT – CONSUMER SATISFACTION – DG SANCO   | 35
____________________________________________________________________________________________________________




2.5.         REPAIRERS/MECHANICS

This element is only relevant for the market of new motor vehicles.

Figure 31 – Quality of service: repairers/mechanics

                                                           SLOVENIA
                                                  QLS1 - Repairers/Mechanics
                                    % Satisfied (scores 8 to 10) and % dissatisfied (scores 1 to 4)




             New motor vehicles       3                                    76




        EU27 New motor vehicles       3                               70




                                  Dissatisfied     Satisfied       EU27 Dissatisfied       EU27 Satisfied




36 | SURVEY ON CONSUMER SATISFACTION WITH THE RETAIL DISTRIBUTION OF GOODS – SLOVENIA
____________________________________________________________________________________________________________




3. Trust
3.1.       ADVERTISING

Figure 32 – Trust: advertising


                                                   SLOVENIA
                                              TR1 - Advertising
                     % Satisfied (scores 8 to 10) and % dissatisfied (scores 1 to 4)


                                      New motor vehicles     5                           77

                                EU27 New motor vehicles      4                    62



                  Other household electrical equipment       6                         72

            EU27 Other household electrical equipment        4                    62



                       Entertainment and leisure goods       5                        70

                 EU27 Entertainment and leisure goods         3                   62



                                    Clothing and footwear    5                        68

                           EU27 Clothing and footwear        4                   59



             Information and communication equipment         7                      67

       EU27 Information and communication equipment          4                    61



                                 Non-alcoholic beverages     6                      67

                        EU27 Non-alcoholic beverages         4                     64



                                                     Meat    6                     66

                                              EU27 Meat      4                    63



                                Fresh fruit and vegetables   6                    62

                       EU27 Fresh fruit and vegetables       5                   58


                 Dissatisfied          Satisfied        EU27 Dissatisfied               EU27 Satisfied




                                                                  FINAL REPORT – CONSUMER SATISFACTION – DG SANCO   | 37
____________________________________________________________________________________________________________




3.2.         PROTECTION OF PRIVACY

Figure 33 – Trust: protection of privacy


                                                      SLOVENIA
                                            TR1 - Protection of privacy
                         % Satisfied (scores 8 to 10) and % dissatisfied (scores 1 to 4)


                                       Clothing and footwear         2                        76

                                EU27 Clothing and footwear           3                  60



                                                         Meat        3                        76

                                                  EU27 Meat          3                  62



                           Entertainment and leisure goods           2                        74

                    EU27 Entertainment and leisure goods             3                  59



                     Other household electrical equipment            3                        74

              EU27 Other household electrical equipment              3                  60



                                   Fresh fruit and vegetables        3                        73

                           EU27 Fresh fruit and vegetables          4                   58



                                         New motor vehicles          3                        73

                                   EU27 New motor vehicles           3                   63



               Information and communication equipment               3                        73

         EU27 Information and communication equipment               4                   58



                                    Non-alcoholic beverages          3                       70

                            EU27 Non-alcoholic beverages             3                  59


                    Dissatisfied          Satisfied          EU27 Dissatisfied                EU27 Satisfied




38 | SURVEY ON CONSUMER SATISFACTION WITH THE RETAIL DISTRIBUTION OF GOODS – SLOVENIA
____________________________________________________________________________________________________________




3.4.       DEFECTIVE GOODS

Figure 34 – Trust: defective goods


                                                  SLOVENIA
                                          TR1 - Defective good
                     % Satisfied (scores 8 to 10) and % dissatisfied (scores 1 to 4)



                                   Clothing and footwear    6                           59


                           EU27 Clothing and footwear        5                          62




                                     New motor vehicles      5                        58


                                EU27 New motor vehicles     6                           59




             Information and communication equipment         4                        58


       EU27 Information and communication equipment          5                          62




                  Other household electrical equipment       3                       57


            EU27 Other household electrical equipment        4                            65




                       Entertainment and leisure goods       4                     51


                 EU27 Entertainment and leisure goods        5                           63


                 Dissatisfied         Satisfied       EU27 Dissatisfied              EU27 Satisfied




                                                                 FINAL REPORT – CONSUMER SATISFACTION – DG SANCO   | 39
____________________________________________________________________________________________________________




3.5.         AGGRESSIVE PRACTICES

Figure 35 – Trust: aggressive practices


                                                      SLOVENIA
                                            TR1 - Aggressive practices
                         % Satisfied (scores 8 to 10) and % dissatisfied (scores 1 to 4)


                                    Non-alcoholic beverages               4                  83

                            EU27 Non-alcoholic beverages              10                 79



                                   Fresh fruit and vegetables           6                81

                           EU27 Fresh fruit and vegetables            10                 79



                                                         Meat             5              81

                                                  EU27 Meat           10                 80



                                       Clothing and footwear           7                 79

                               EU27 Clothing and footwear             12                74



                     Other household electrical equipment              8                 78

              EU27 Other household electrical equipment               12                75



               Information and communication equipment                 7                 78

        EU27 Information and communication equipment                 14                 72



                                         New motor vehicles           10                76

                                   EU27 New motor vehicles           13                 72



                           Entertainment and leisure goods             9                71

                    EU27 Entertainment and leisure goods             13                 75


                    Dissatisfied          Satisfied          EU27 Dissatisfied          EU27 Satisfied




40 | SURVEY ON CONSUMER SATISFACTION WITH THE RETAIL DISTRIBUTION OF GOODS – SLOVENIA
____________________________________________________________________________________________________________




3.6.       CLEAR CONTRACT TERMS

This question is only relevant for new motor vehicles, household electrical equipment,
ICT equipment and entertainment and leisure goods.

Figure 36 – Trust: clear contract terms


                                                     SLOVENIA
                                         TR1 - Clear contract terms
                     % Satisfied (scores 8 to 10) and % dissatisfied (scores 1 to 4)




                  New motor vehicles           4                           75



                     EU27 New motor
                                               4                      65
                        vehicles




                    Other household
                                               5                      64
                  electrical equipment

                     EU27 Other
                  household electrical         4                    61
                      equipment




                      Information and
                      communication             3                   61
                         equipment

                EU27 Information and
                  communication                5                   59
                    equipment




                   Entertainment and
                                               4                 56
                     leisure goods


                  EU27 Entertainment
                                               4                 55
                   and leisure goods


                  Dissatisfied           Satisfied       EU27 Dissatisfied           EU27 Satisfied



                                                                FINAL REPORT – CONSUMER SATISFACTION – DG SANCO   | 41
____________________________________________________________________________________________________________




3.7.         FAIR CONTRACT TERMS

This question is only relevant for new motor vehicles, household electrical equipment,
ICT equipment and entertainment and leisure goods.

Figure 37 – Trust: fair contract terms


                                                     SLOVENIA
                                            TR1 - Fair contract terms
                        % Satisfied (scores 8 to 10) and % dissatisfied (scores 1 to 4)




                   New motor vehicles           3                             72



                      EU27 New motor
                                                3                            66
                         vehicles




                       Information and
                       communication            4                        60
                          equipment

                EU27 Information and
                  communication                 4                       58
                    equipment




                    Other household
                                                5                        60
                  electrical equipment


               EU27 Other household
                                                3                        60
                electrical equipment




                    Entertainment and
                                                5                      57
                      leisure goods


                  EU27 Entertainment
                                                4                     54
                   and leisure goods


                      Dissatisfied          Satisfied          EU27 Dissatisfied        EU27 Satisfied



42 | SURVEY ON CONSUMER SATISFACTION WITH THE RETAIL DISTRIBUTION OF GOODS – SLOVENIA
____________________________________________________________________________________________________________




3.8.       TRUSTWORTHY STAFF

Figure 38 – Trust: trustworthy staff


                                                 SLOVENIA
                                          TR1 - Trustworthy staff
                     % Satisfied (scores 8 to 10) and % dissatisfied (scores 1 to 4)


                                      New motor vehicles       5                          76

                             EU27 New motor vehicles            3                     68



                  Other household electrical equipment          4                        71

            EU27 Other household electrical equipment           3                    65



                                    Clothing and footwear       4                      70

                           EU27 Clothing and footwear           3                   62



                                                       Meat     3                      70

                                              EU27 Meat         2                     67



             Information and communication equipment            4                     69

       EU27 Information and communication equipment             4                   62



                       Entertainment and leisure goods         5                      67

                 EU27 Entertainment and leisure goods           3                   63



                               Non-alcoholic beverages         5                     65

                        EU27 Non-alcoholic beverages            3                   61



                             Fresh fruit and vegetables        5                    63

                       EU27 Fresh fruit and vegetables          3                   61


                     Dissatisfied          Satisfied          EU27 Dissatisfied                EU27 Satisfied




                                                                    FINAL REPORT – CONSUMER SATISFACTION – DG SANCO   | 43
____________________________________________________________________________________________________________




4. Negative experiences
4.1.           NUMBER OF PROBLEMS

Figure 39 – % of people who have had a problem
                                                                SLOVENIA

                                               NEC1 - Percentage of people who had a problem


             Information and communication                                                  14
                       equipment                                                       13


                                                                                  12
        Other household electrical equipment
                                                                        10


                                                                             11
                  Fresh fruit and vegetables
                                                                                       13


                                                                    9
                         New motor vehicles
                                                                                                 15


                                                                8
                      Clothing and footwear
                                                                             11


                                                                8
                                       Meat
                                                            7


                                                            7
            Entertainment and leisure goods
                                                                    9
                                                                                                      % of people who had a problem

                                                      4
                    Non-alcoholic beverages                                                           % EU27 of people who had a problem
                                                  3




44 | SURVEY ON CONSUMER SATISFACTION WITH THE RETAIL DISTRIBUTION OF GOODS – SLOVENIA
____________________________________________________________________________________________________________




4.2.              TYPES OF PROBLEMS1

Figure 40 – Types of problems experienced: quality of product
                                                                                           SLOVENIA

                         NEC2 - Types of problems experienced (% of those who had a problem): Quality of the product

                                                                                                          68
                     Fresh fruit and vegetables
                                                                                                                     83

                                                                                                54
                                          Meat
                                                                                                               74

                                                                                           50
                         Clothing and footwear
                                                                                                          69

                                                                                      42
               Entertainment and leisure goods
                                                                                            53


                Information and communication                                   32
                          equipment                                                        49
                                                                                                                                                      Slovenia
                                                                               29
                       Non-alcoholic beverages
                                                                                      42                                                              EU27

                                                                           27
                            New motor vehicles
                                                                                     38

                                                                          24
          Other household electrical equipment
                                                                                            52




Figure 41 – Types of problems experienced: delivery problems
                                                                                      SLOVENIA

                                             NEC2 - Types of problems experienced: Delivery problems

                                                                                                                    30
                           New motor vehicles
                                                                                                     23

                                                                                                               28
          Other household electrical equipment
                                                                                      16


               Information and communication                                    13
                         equipment                                         11

                                                                      6
              Entertainment and leisure goods
                                                                                13

                                                                  5
                        Clothing and footwear
                                                                      6

                                                              4
                      Non-alcoholic beverages
                                                                           11

                                                          3                                                                                Slovenia
                    Fresh fruit and vegetables
                                                      2
                                                                                                                                           EU27
                                                  1
                                         Meat
                                                              4




1
    Due to the small bases, these figures should be considered only as indicative.


                                                                                                                    FINAL REPORT – CONSUMER SATISFACTION – DG SANCO   | 45
____________________________________________________________________________________________________________




Figure 42 – Types of problems experienced: prices
                                                                        SLOVENIA

                                              NEC2 - Types of problems experienced: Prices

                                                                                        30
                 Fresh fruit and vegetables
                                                                         16

                                                                              21
                   Non-alcoholic beverages
                                                                                   23

                                                                    14
                                      Meat
                                                                   13


            Information and communication                      9
                      equipment                4

                                                           8
                     Clothing and footwear
                                                       7

                                                           8
       Other household electrical equipment
                                               4

                                                       7                                     Slovenia
           Entertainment and leisure goods
                                                   6
                                                                                             EU27

                                                       7
                        New motor vehicles
                                               4




46 | SURVEY ON CONSUMER SATISFACTION WITH THE RETAIL DISTRIBUTION OF GOODS – SLOVENIA
____________________________________________________________________________________________________________




4.3.        HANDLING OF COMPLAINTS

Figure 43 – Complaints

                                                  SLOVENIA
                                        NEC3 & NEC5 - Complaints
       % of people who addressed a complaint to their retailer + % of those who took further actions


                                   New motor vehicles                               88                                   9

                               EU New motor vehicles                                 92                                      8



                  Other household electrical equipment                              86                                   9

               EU Other household electrical equipment                              86                                   9



             Information and communication equipment                             85                                  7

          EU Information and communication equipment                                87                                   9



                       Entertainment and leisure goods                         79                                6

                   EU Entertainment and leisure goods                               89                                   6



                                 Clothing and footwear                         74                            3

                             EU Clothing and footwear                            83                                  7



                                                   Meat                56                    1

                                               EU Meat                      70                           5



                             Fresh fruit and vegetables              45                  5

                         EU Fresh fruit and vegetables                    61                     3



                              Non-alcoholic beverages                45                  5

                          EU Non-alcoholic beverages                      64                         6


                              % of people who addressed a complaint to their retailer
                              % of those who took further actions
                              % EU27 of people who addressed a complaint to their retailer
                              % EU27 of those who took further actions




                                                                   FINAL REPORT – CONSUMER SATISFACTION – DG SANCO               | 47
____________________________________________________________________________________________________________




5. Market factors and commitment
5.1.         COMPETITION

Figure 44 – Satisfaction with the market characteristics: competition


                                                      SLOVENIA
                                                 MPF1 - Competition
                         % Satisfied (scores 8 to 10) and % dissatisfied (scores 1 to 4)


                                         New motor vehicles         3                        85

                                  EU27 New motor vehicles           3                   71



                                      Clothing and footwear         3                        80

                                EU27 Clothing and footwear             2                73



                                   Non-alcoholic beverages          4                    78

                            EU27 Non-alcoholic beverages               2                74



                           Entertainment and leisure goods          3                    77

                    EU27 Entertainment and leisure goods            3                   69



                     Other household electrical equipment           4                    76

              EU27 Other household electrical equipment             3                   73



                                  Fresh fruit and vegetables       6                    73

                           EU27 Fresh fruit and vegetables          3                   69



               Information and communication equipment              5                   73

         EU27 Information and communication equipment               3                   72



                                                          Meat     8                    71

                                                  EU27 Meat         4                   69


                       Dissatisfied           Satisfied          EU27 Dissatisfied                EU27 Satisfied




48 | SURVEY ON CONSUMER SATISFACTION WITH THE RETAIL DISTRIBUTION OF GOODS – SLOVENIA
____________________________________________________________________________________________________________




5.2.       PRICE COMPARABILITY

Figure 45 – Satisfaction with the market characteristics: price comparability


                                                 SLOVENIA
                                       MPF1 - Price comparability
                     % Satisfied (scores 8 to 10) and % dissatisfied (scores 1 to 4)


                                     New motor vehicles            5                      75

                              EU27 New motor vehicles               4                   66



             Information and communication equipment            7                       68

       EU27 Information and communication equipment                 4                   66



                                   Clothing and footwear        7                       67

                           EU27 Clothing and footwear              5                 64



                       Entertainment and leisure goods          8                    64

                 EU27 Entertainment and leisure goods              5                 62



                  Other household electrical equipment          8                    64

            EU27 Other household electrical equipment               4                   67



                               Non-alcoholic beverages          9                    63

                        EU27 Non-alcoholic beverages               5                 63



                             Fresh fruit and vegetables       12                    59

                       EU27 Fresh fruit and vegetables          6                   59



                                                     Meat     13                   55

                                             EU27 Meat          7                   58


                    Dissatisfied         Satisfied          EU27 Dissatisfied                EU27 Satisfied




                                                                   FINAL REPORT – CONSUMER SATISFACTION – DG SANCO   | 49
____________________________________________________________________________________________________________




5.3.         CROSS-BORDER PRICE COMPARABILITY

Figure 46 – Satisfaction with the market characteristics: cross-border price
comparability


                                                      SLOVENIA
                                   MPF1 - Cross-border price comparability
                         % Satisfied (scores 8 to 10) and % dissatisfied (scores 1 to 4)


                                         New motor vehicles                                  17                53

                                  EU27 New motor vehicles                               25              30



               Information and communication equipment                                  25                40

        EU27 Information and communication equipment                                 34              26



                     Other household electrical equipment                               28               34

              EU27 Other household electrical equipment                            37               23



                                      Clothing and footwear                             29               33

                               EU27 Clothing and footwear                         39                22



                           Entertainment and leisure goods                                24             32

                    EU27 Entertainment and leisure goods                             36             23



                                   Non-alcoholic beverages                           35              25

                            EU27 Non-alcoholic beverages                         44                19



                                  Fresh fruit and vegetables                      41                21

                           EU27 Fresh fruit and vegetables                      47                 18



                                                          Meat                    41                20

                                                  EU27 Meat                     48                 16


                       Dissatisfied           Satisfied          EU27 Dissatisfied                EU27 Satisfied




50 | SURVEY ON CONSUMER SATISFACTION WITH THE RETAIL DISTRIBUTION OF GOODS – SLOVENIA
____________________________________________________________________________________________________________




5.4.       CROSS-BORDER QUALITY COMPARABILITY

Figure 47 – Satisfaction with the market characteristics: cross-border quality
comparability


                                                 SLOVENIA
                              MPF1 - Cross-border quality comparability
                     % Satisfied (scores 8 to 10) and % dissatisfied (scores 1 to 4)


                                     New motor vehicles                             20                 50

                              EU27 New motor vehicles                              27           27



             Information and communication equipment                             29               35

       EU27 Information and communication equipment                            36            23



                  Other household electrical equipment                          30               31

            EU27 Other household electrical equipment                         38            20



                       Entertainment and leisure goods                             27            30

                 EU27 Entertainment and leisure goods                         38            20



                                   Clothing and footwear                       33                30

                           EU27 Clothing and footwear                       40              19



                               Non-alcoholic beverages                        37             22

                        EU27 Non-alcoholic beverages                      45               18



                             Fresh fruit and vegetables                    43               20

                       EU27 Fresh fruit and vegetables                    47               16



                                                     Meat                  43              18

                                             EU27 Meat                   49                15


                    Dissatisfied         Satisfied          EU27 Dissatisfied            EU27 Satisfied




                                                                 FINAL REPORT – CONSUMER SATISFACTION – DG SANCO   | 51
____________________________________________________________________________________________________________




5.5          QUALITY COMPARABILITY

Figure 48 – Satisfaction with the market characteristics: quality comparability


                                                        SLOVENIA
                                            MPF1 - Quality comparability
                         % Satisfied (scores 8 to 10) and % dissatisfied (scores 1 to 4)


                                          New motor vehicles                 8                    71

                                    EU27 New motor vehicles                  7               55



               Information and communication equipment                  15                   53

         EU27 Information and communication equipment                        9               53



                                        Clothing and footwear           16               52

                                EU27 Clothing and footwear                   8               54



                     Other household electrical equipment               18               49

              EU27 Other household electrical equipment                      8               55



                                     Non-alcoholic beverages            18               48

                            EU27 Non-alcoholic beverages                     9               53



                           Entertainment and leisure goods              16               48

                    EU27 Entertainment and leisure goods                     8           52



                                                         Meat          22               44

                                                  EU27 Meat                12            49



                                    Fresh fruit and vegetables        23                42

                           EU27 Fresh fruit and vegetables                  11           50


                     Dissatisfied           Satisfied         EU27 Dissatisfied              EU27 Satisfied




52 | SURVEY ON CONSUMER SATISFACTION WITH THE RETAIL DISTRIBUTION OF GOODS – SLOVENIA
____________________________________________________________________________________________________________




5.6.       CROSS-BORDER PURCHASING

Figure 49 –          Satisfaction        with    the      market     characteristics:                 cross-border
purchasing


                                                 SLOVENIA
                                    MPF1 - Cross-border purchasing
                     % Satisfied (scores 8 to 10) and % dissatisfied (scores 1 to 4)


                       Entertainment and leisure goods                                 25              34

                 EU27 Entertainment and leisure goods                           39               17



                                  Clothing and footwear                              27               32

                           EU27 Clothing and footwear                           39               19



                                    New motor vehicles                            31                  32

                             EU27 New motor vehicles                                 28              25



             Information and communication equipment                                 28               31

       EU27 Information and communication equipment                               35             19



                  Other household electrical equipment                               26               28

            EU27 Other household electrical equipment                           40               17



                             Fresh fruit and vegetables                      46                 14

                       EU27 Fresh fruit and vegetables                    52                    13



                                Non-alcoholic beverages                      43                 13

                        EU27 Non-alcoholic beverages                       50                   14



                                                  Meat                    52                   10

                                            EU27 Meat                   57                     11


                     Disagree            Agree             EU27 Disagree                    EU27 Agree




                                                              FINAL REPORT – CONSUMER SATISFACTION – DG SANCO   | 53
____________________________________________________________________________________________________________




5.7.         CHOICE

Figure 50 – Satisfaction with the market characteristics: choice


                                                      SLOVENIA
                                                    MPF1 - Choice
                         % Satisfied (scores 8 to 10) and % dissatisfied (scores 1 to 4)


                                         New motor vehicles         2                        83

                                  EU27 New motor vehicles           2                   70



                                      Clothing and footwear         4                    75

                               EU27 Clothing and footwear           3                   69



                                   Non-alcoholic beverages          5                    73

                            EU27 Non-alcoholic beverages            2                    73



                     Other household electrical equipment           5                    73

              EU27 Other household electrical equipment             2                    73



                           Entertainment and leisure goods          4                   72

                    EU27 Entertainment and leisure goods            3                   69



               Information and communication equipment              4                   72

        EU27 Information and communication equipment                2                   71



                                  Fresh fruit and vegetables       6                    70

                           EU27 Fresh fruit and vegetables          3                   68



                                                          Meat     7                    67

                                                  EU27 Meat         3                   69


                       Dissatisfied           Satisfied          EU27 Dissatisfied                EU27 Satisfied




54 | SURVEY ON CONSUMER SATISFACTION WITH THE RETAIL DISTRIBUTION OF GOODS – SLOVENIA
____________________________________________________________________________________________________________




5.8.       TRUST

Figure 51 – Satisfaction with the market characteristics: trust


                                                 SLOVENIA
                                                MPF1 - Trust
                      % Satisfied (scores 8 to 10) and % dissatisfied (scores 1 to 4)


                                     New motor vehicles       6                             72

                              EU27 New motor vehicles             3                   57



                                   Clothing and footwear       5                            69

                           EU27 Clothing and footwear             3                    60



             Information and communication equipment           5                           68

       EU27 Information and communication equipment               3                   59



                  Other household electrical equipment         5                           67

            EU27 Other household electrical equipment             2                    62



                       Entertainment and leisure goods         5                        64

                 EU27 Entertainment and leisure goods             2                    62



                                                     Meat     9                         63

                                             EU27 Meat            3                    59



                               Non-alcoholic beverages        6                        62

                        EU27 Non-alcoholic beverages              2                     63



                             Fresh fruit and vegetables       9                        60

                       EU27 Fresh fruit and vegetables            3                   57


                    Dissatisfied         Satisfied          EU27 Dissatisfied                    EU27 Satisfied




                                                                      FINAL REPORT – CONSUMER SATISFACTION – DG SANCO   | 55
____________________________________________________________________________________________________________




5.9.         PRICE COMPARISON ON THE INTERNET

Figure 52 – Use of internet to compare prices


                                                       SLOVENIA
                                    MPF2 - Use of internet to compare price
                               % of people having used the Internet to compare prices


                                         New motor vehicles                                   44                     55

                                   EU27 New motor vehicles                               62                     38



               Information and communication equipment                                       51                      48

         EU27 Information and communication equipment                                    62                     37



                           Entertainment and leisure goods                              68                      32

                    EU27 Entertainment and leisure goods                                70                  29



                     Other household electrical equipment                               70                  30

              EU27 Other household electrical equipment                                 72                  27



                                       Clothing and footwear                        83                     17

                                 EU27 Clothing and footwear                         83                     16



                                   Fresh fruit and vegetables                     92                   7

                           EU27 Fresh fruit and vegetables                        96                   3



                                    Non-alcoholic beverages                       92                   7

                            EU27 Non-alcoholic beverages                          96                   3



                                                         Meat                     95                   5

                                                    EU27 Meat                    97                    3


                          No                  Yes                  EU27 No                         EU27 Yes




56 | SURVEY ON CONSUMER SATISFACTION WITH THE RETAIL DISTRIBUTION OF GOODS – SLOVENIA
____________________________________________________________________________________________________________




5.10.      COMMITMENT

Figure 53 – Commitment to retailers

                                                  SLOVENIA
          MPF3 - If you have to buy the following products in the next months/years…
                         You would still buy the products at the retailer
                         % Agree (scores 8 to 10) and % disagree (scores 1 to 4)


                             Fresh fruit and vegetables    1                       79

                       EU27 Fresh fruit and vegetables     2                       79



                                Non-alcoholic beverages    1                       78

                        EU27 Non-alcoholic beverages       1                        82



                                                  Meat     2                       77

                                            EU27 Meat      1                        82



                                  Clothing and footwear    2                       75

                           EU27 Clothing and footwear      2                       75



                       Entertainment and leisure goods     3                   70

                 EU27 Entertainment and leisure goods      2                     73



                  Other household electrical equipment     2                  65

            EU27 Other household electrical equipment      3                   72



             Information and communication equipment       2                  64

        EU27 Information and communication equipment      4                   68



                                    New motor vehicles    4              52

                             EU27 New motor vehicles      5                 62

                     Disagree             Agree           EU27 Disagree                  EU27 Agree




                                                               FINAL REPORT – CONSUMER SATISFACTION – DG SANCO   | 57
____________________________________________________________________________________________________________




Figure 54 – Would buy through phone or mail order

                                                      SLOVENIA
                          MPF3 - If you have to buy the following products…
                        You would buy the products through phone or mail order
                             % Agree (scores 8 to 10) and % disagree (scores 1 to 4)


               Information and communication equipment                                       80                4

        EU27 Information and communication equipment                                              63               10



                     Other household electrical equipment                                85                    3

              EU27 Other household electrical equipment                                           68               9



                                      Clothing and footwear                              86                    3

                               EU27 Clothing and footwear                                         65               11



                                        New motor vehicles                               87                    2

                                 EU27 New motor vehicles                                 83                    4



                          Entertainment and leisure goods                                    82                2

                   EU27 Entertainment and leisure goods                                            61              11



                                 Fresh fruit and vegetables                             91                     1

                          EU27 Fresh fruit and vegetables                                85                    4



                                                        Meat                            94                     1

                                                 EU27 Meat                               87                    3



                                   Non-alcoholic beverages                              92                     1

                            EU27 Non-alcoholic beverages                                     80                5

                        Disagree              Agree              EU27 Disagree                    EU27 Agree


BASE: Those who did not buy [PRODUCT] through phone or mail order




58 | SURVEY ON CONSUMER SATISFACTION WITH THE RETAIL DISTRIBUTION OF GOODS – SLOVENIA
____________________________________________________________________________________________________________




Figure 55 – Would buy over the Internet

                                                  SLOVENIA
                         MPF3 - If you have to buy the following products…
                           You would buy the products over the internet
                         % Agree (scores 8 to 10) and % disagree (scores 1 to 4)


             Information and communication equipment                                     66                 10

       EU27 Information and communication equipment                                           56             14



                      Entertainment and leisure goods                                    68                 8

                 EU27 Entertainment and leisure goods                                         56             14



                  Other household electrical equipment                                72                 5

            EU27 Other household electrical equipment                                      62               11



                                  Clothing and footwear                             82                   3

                           EU27 Clothing and footwear                                      64                12



                                    New motor vehicles                              82                   3

                             EU27 New motor vehicles                                  76                 5



                            Fresh fruit and vegetables                          91                      1

                       EU27 Fresh fruit and vegetables                           86                      3



                                Non-alcoholic beverages                         91                      1

                        EU27 Non-alcoholic beverages                                82                   5



                                                  Meat                         95                       1

                                            EU27 Meat                            88                      3

                     Disagree             Agree           EU27 Disagree                    EU27 Agree


BASE: Those who did not buy [PRODUCT] over the Internet




                                                              FINAL REPORT – CONSUMER SATISFACTION – DG SANCO     | 59
____________________________________________________________________________________________________________




Figure 56 – Would buy in another EU-country

                                                      SLOVENIA
                         MPF3 - If you have to buy the following products…
                   You would buy the products from a retailer in another EU-country
                             % Agree (scores 8 to 10) and % disagree (scores 1 to 4)


                                      Clothing and footwear                                        53                   17

                               EU27 Clothing and footwear                                          54               15



               Information and communication equipment                                            58                14

        EU27 Information and communication equipment                                               55               13



                          Entertainment and leisure goods                                         63                10

                   EU27 Entertainment and leisure goods                                            56               12



                     Other household electrical equipment                                         59                9

              EU27 Other household electrical equipment                                           59                11



                                   Non-alcoholic beverages                                   74                 5

                            EU27 Non-alcoholic beverages                                     69                     9



                                        New motor vehicles                                        61            5

                                 EU27 New motor vehicles                                               50           15



                                 Fresh fruit and vegetables                             80                      4

                          EU27 Fresh fruit and vegetables                                    72                     8



                                                        Meat                            85                      2

                                                 EU27 Meat                               77                     6

                        Disagree              Agree              EU27 Disagree                     EU27 Agree




60 | SURVEY ON CONSUMER SATISFACTION WITH THE RETAIL DISTRIBUTION OF GOODS – SLOVENIA
____________________________________________________________________________________________________________




Figure 57 – No convenient alternative to retailer

                                                  SLOVENIA
                     MPF3 - If you have to buy the following products…
    You would buy the products from another retailer but there is no convenient alternative
                         % Agree (scores 8 to 10) and % disagree (scores 1 to 4)


                                                  Meat                          73                            8

                                            EU27 Meat                                66                       11



                            Fresh fruit and vegetables                           71                        7

                       EU27 Fresh fruit and vegetables                               65                       11



                                  Clothing and footwear                          70                        7

                           EU27 Clothing and footwear                                 60                       13



                                Non-alcoholic beverages                         75                         6

                        EU27 Non-alcoholic beverages                                 66                       11



             Information and communication equipment                              68                      5

       EU27 Information and communication equipment                                       57                  12



                      Entertainment and leisure goods                            71                       4

                 EU27 Entertainment and leisure goods                                 60                      12



                  Other household electrical equipment                           72                       4

            EU27 Other household electrical equipment                                 62                      12



                                    New motor vehicles                         76                         3

                             EU27 New motor vehicles                                  62                      11

                     Disagree             Agree           EU27 Disagree                    EU27 Agree




                                                              FINAL REPORT – CONSUMER SATISFACTION – DG SANCO     | 61

								
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