Consumer Behaviour, Consumer Buying Process and Consumer Adoption Process
Consumer protection and consumer rights in...
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This survey was requested by the EC Directorate-General SANCO, Health and Consumer Protection and coordinated by Directorate-General “Communication”.
This document does not represent the point of view of the European Commission. The interpretations and opinions contained in it are solely those of the authors.
Flas
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295
– T
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allu
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izat
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Flash Eurobarometer
Consumer protection and consumer rights in Bulgaria Wave 3 Analytical Report Fieldwork: December 2010
Publication: May 2011
European Commission
Flash EB Series #295
Consumer protection and consumer
rights in Bulgaria
Survey conducted by The Gallup Organization, Hungary upon the request of the
European Commission, Directorate-General “Health and Consumer
Protection”
Coordinated by Directorate-General Communication
This document does not represent the point of view of the European Commission.
The interpretations and opinions contained in it are solely those of the authors.
THE GALLUP ORGANIZATION
Flash EB No 295- Consumer protection and consumer rights (BG - wave 3) Analytical Report
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Table of Contents
Introduction ............................................................................................................................................ 4
Main findings ......................................................................................................................................... 5
1. The information campaign ................................................................................................................. 8
1.1 Campaign awareness .................................................................................................................... 8 1.2 Media channels ........................................................................................................................... 12 1.3 Evaluation of the information campaign .................................................................................... 13
2. Information sources about consumer rights ...................................................................................... 15
2.1 Methods of seeking information about consumer rights ............................................................ 15 2.2 Information or advice in case of problems ................................................................................. 16
3. Consumer rights institutions, organisations and associations ........................................................... 18
3.2 Trust in consumer rights bodies ................................................................................................. 20 3.3 Use of information or help from consumer rights bodies ........................................................... 22
4. Support for an independent consumer organisation and a dedicated magazine and website ........... 23
4.1 A consumer rights magazine and website .................................................................................. 23 4.2 Funding an independent consumer organisation ........................................................................ 25
5. Protection of consumer rights in Bulgaria ........................................................................................ 26
Annex tables ......................................................................................................................................... 30
Survey details ....................................................................................................................................... 61
Questionnaire ........................................................................................................................................ 63
Analytical Report Flash EB No 295- Consumer protection and consumer rights (BG - wave 3)
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Introduction
This report is the third wave of a survey relating to an EU information campaign about consumer
rights in Bulgaria. The campaign, an EU initiative, ran throughout 2010 with the aim of raising
awareness of EU consumer rights amongst Bulgarian citizens and to promote Active Consumers
consumer organisation as a source of information and advice. The main themes of the campaign
covered consumer rights in case of faulty products, consumer credit and package holidays; these
themes were promoted mainly in advertising on TV, the Internet, and the printed press, and through
public and media relations activities.
The first wave of the survey, conducted in September 2009, was carried out before the launch of the
campaign. It aimed to assess 21-45 year-old Bulgarians’ (perceptions of their) knowledge about
consumer rights and consumer associations and institutions. Interviewees were, for example, asked
about:
how well informed they felt about their consumer rights
areas concerning those rights where they wanted more information
their awareness and assessment of organisations that provided advice and help on those rights
their trust in consumer rights organisations
how well they felt protected as consumers in Bulgaria
their willingness to support independent consumer organisations.
In order to track the campaign’s impact amongst 21-45 year-old Bulgarians, the second wave of the
survey was conducted shortly after the first part of the TV advertising campaign (20 January to 7
March, 2010). The third wave followed the end of the advertising campaign on 12 December, 2010
The questionnaire of the third wave was identical to that of the second wave, and this report highlights
any changes observed. Wherever the same question was asked in all three waves of the survey, this
report compares the respective results.
Besides the overall findings for 21 to 45 year-old respondents in Bulgaria, the current results were also
analysed according to further socio-demographic characteristics: age, gender, level of education and
subjective urbanisation. The latter refers to whether respondents lived in a metropolitan, urban or rural
zone.
The different educational levels have been divided into those who finished their full-time education by
the age of 15 (the lowest educational level), between the ages of 16 and 20 (an average level of
education) or when they were aged 21 or older (the highest level of education). As the number of
respondents with the lowest educational level participating in the survey was low (n=36, unweighted
number)1, the results for this group have to be treated with caution, especially where questions were
only presented to a subgroup of respondents (e.g. only those who had actually contacted a consumer
rights body). Furthermore, in these cases, caution should be exercised when interpreting differences
between all socio-demographic groups or changes between waves.
The fieldwork of the third wave of the survey took place between 14-18 December 2010. Just over a
thousand (1,002) randomly selected citizens aged between 21 and 45 were interviewed in Bulgaria.
The interviews were carried out by telephone. To correct for sampling disparities, a post-stratification
weighting of the results was implemented based on important socio-demographic variables.
1 The low number of respondents with a low level of education is explained by the survey targeting 21 to 45 year-olds; people who had left
school by the age of 15 tend to be older than the targeted group.
Flash EB No 295- Consumer protection and consumer rights (BG - wave 3) Analytical Report
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Main findings
Awareness of the information campaign on consumer rights in Bulgaria
A share of 44% of Bulgarians said they had seen or heard messages about consumer rights
in the weeks prior to the survey.
Of these respondents who were aware of the information campaign (44%; n=436), slightly less
than 3 in 10 (28%; n=123) said they remembered messages about consumer rights in
general (-15 points since March 2010). Almost one in five (18%) could cite the exact slogan
“In the EU you have consumer rights! Stand up for them!” (+3 points). Consumer rights
linked to mobile phone repairs were mentioned by about one in seven (15%) interviewees (+4
points).
As a next step, those respondents who could not spontaneously name the campaign slogan
were asked whether they remembered messages about “standing up for their consumer rights,
and not letting sellers, shopkeepers and service providers glide you from the slide, make you
into a monkey or send you for green caviar”. A majority of those respondents recalled the
slogan and the associated idioms after they were presented to them (62%), while 37%
could not.
Those respondents who were not familiar with the message “In the EU you have consumer
rights! Stand up for them!” (neither prompted nor unprompted) or who were not aware of any
advertisements or news articles about standing up for consumer rights (n=352) were further
asked whether they had seen or heard advertisements, messages or any information
about their consumer rights when returning faulty mobile phones, when complaining
about holiday packages or hotels or when taking out credit in the weeks prior to the
survey. A large majority of those respondents had not seen or heard these kinds of messages
(77%); one in five had done so (20%).
As a last step, the remaining survey participants who were neither familiar with the slogan
(unprompted or prompted) and its associated idioms nor with messages about their consumer
rights that existed when returning mobile phones, taking out credit or when complaining about
holiday packages or hotels (n=70) were further asked whether they had seen or heard, in
the weeks prior to the survey, ads or news articles about consumers knowing their rights
and therefore not being cheated. Almost 7 in 10 (49 respondents, 69%) said they had not,
while 23% could recall them (16 respondents)
Summarising the results of those survey participants who said they had seen or heard about
any of the respective messages, the survey showed that three-quarters (74%) of Bulgarian
respondents were familiar with at least one specific message of the consumer rights
information campaign (+7 points).
The overwhelming majority of those who remembered the campaign’s messages said they
had seen them on television (92%, + 6 points). Other information channels, such as the
Internet (11%), or family, friends or colleagues (7%), were mentioned far less frequently.
The information campaign on consumer rights was well received by Bulgarians:
o Almost 9 in 10 (88%) who were familiar with any of the messages about consumer
rights found the provided information to be useful or very useful
o Approximately 8 in 10 (81%, +4 points) agreed that the messages were easy to
remember and a similar share (80%, +3 points) agreed that they were easy to
understand. About two-thirds (65%, +2 points) considered them to be convincing.
Analytical Report Flash EB No 295- Consumer protection and consumer rights (BG - wave 3)
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Information sources about consumer rights
In all three waves of the survey, browsing the Internet and making phone calls were by
far the most popular ways of searching for information about consumer rights. Results of
the current wave showed that 43% of Bulgarians would look up information on the Internet
and slightly more than a quarter (27%) would use the phone.
The Internet was also most often mentioned when respondents were asked where they
would look for more information or advice when they actually had a problem with a
faulty product, service or with a seller/shopkeeper (25%). Slightly less than one in five
(18%) said they would go back to the shopkeeper or service provider to see how the problem
might be resolved. Smaller numbers said they would call the government’s consumer hotline 0
700 111 22 (8%) or turn to the Bulgarian National Consumer Association “Aktivni
Potrebiteli” (8%).
Consumer rights institutions, organisations and associations
When asked to spontaneously mention any Bulgarian consumer rights institution, organisation
or association, half of the respondents gave the name of at least one consumer rights body
or mentioned magazines, other organisations or people that they associated with the
protection of consumer rights (54%)
The Commission on Consumer Protection was the best known consumer rights body in
Bulgaria:
o 42% of Bulgarians spontaneously mentioned this organisation; out of those 577
interviewees who did not mention the Commission on Consumer Protection, 80%
recognised the organisation when prompted.
o The Commission was also the most trusted consumer rights body, named by 37% of
Bulgarians.
o Just over two-thirds (68%) of the 121 respondents who had actually contacted an
organisation for information or help had contacted the Commission.
Information given by consumer associations of various kinds was trusted by 13% of
respondents: 6% had trust in the information distributed by a local or regional consumer
association, 5% would trust the Bulgarian National Consumer Association Aktivni Potrebiteli
and 2% had faith in other national consumer associations.
Compared to the previous wave, the biggest changes were, firstly, a 34 percentage point
increase in the share of those who recognised the Commission on Consumer Protection when
prompted, and secondly, a twofold increase in the number of Bulgarians who had asked a
consumer rights body for help (from 63 to 121).
Support for an independent consumer organisation and a dedicated magazine and website
Almost 6 in 10 (58%) respondents would be interested in an independent consumer
rights website and 43% expressed their interest in a magazine dedicated to this subject.
This level of interest has been stable since March 2010 but was lower than that expressed in
September 2009 (62% were interested in such a website and 57% in a magazine).
Just as in the previous waves, approximately 4 in 10 (41%) respondents were ready to give
financial support to an independent consumer rights organisation. Making a one-off
donation or a payment via their taxes were more popular options than paying an annual
membership fee to such an organisation and getting information and help on consumer rights
in return.
Asked how much they would pay for such an independent website or magazine, almost 7 in
10 (69%) respondents said they didn’t know or gave no answer. About one in seven (14%)
Flash EB No 295- Consumer protection and consumer rights (BG - wave 3) Analytical Report
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were prepared to pay 3 leva for a single magazine at a kiosk. Furthermore, 8% would prefer to
pay 12 leva for a one-year period of access to the test results published on the website
www.bnap.org and 6% would pay 2 leva by credit or debit card to access the results of a test
on the website. Paying 20 leva for an annual subscription (10 magazines a year) was a
preferred option for 3% of respondents.
Protection of consumer rights in Bulgaria
A large majority of Bulgarians remained negative about the level of consumer protection
in their country compared to other EU Member States and of the efficiency of the country’s
legal system in the field of consumer protection:
o Over 7 in 10 (72%) respondents thought that consumers in Bulgaria were less
protected than consumers elsewhere in the EU.
o More than 8 in 10 (86%) respondents felt that Bulgarian shopkeepers and service
providers respected consumer rights less than their counterparts in other EU
Member States.
o Most respondents also thought that the Bulgarian justice system was not efficient
in punishing businesses that misled or cheated their customers (79%).
Analytical Report Flash EB No 295- Consumer protection and consumer rights (BG - wave 3)
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1. The information campaign
Interviewees were asked whether they were aware of the EU’s information campaign that covered
consumer rights in case of faulty products, consumer credit and package holidays, which messages
they remembered and in which media channel they had seen or heard the respective messages.
1.1 Campaign awareness
A share of 44% of Bulgarians said they had seen or heard messages about consumer rights in the
weeks prior to the survey, while 56% had not. The 36-45 year-old respondents were considerably
more likely to be aware of the campaign than 21-35 year-olds (50% vs. 39%). These figures have been
relatively stable since the second wave of the survey, conducted between 24 and 28 March 2010.
BG
Awareness of messages over the past weeks about consumer rights, %
Q1a. Have you over the past weeks seen/heard messages about consumer rights?Base: all respondents
Total sample 21-35 year-olds 36-45 year-olds
44
43
56
56
1
1
12/2010
03/2010
39
39
59
60
1
1
12/2010
03/2010
50
49
49
49
1
2
12/2010
03/2010
Yes No DK/NA
Those respondents who said they remembered messages about consumer rights in the weeks prior to
the survey were further asked whether they could spontaneously describe the content of any of the
messages that they had seen or heard.
Of those respondents who had seen or heard messages about consumer rights (44%; n=436),
slightly less than 3 in 10 (28%; n=123) said they remembered messages about consumer rights in
general. Almost one in five (18%) could cite the exact slogan “In the EU you have consumer rights!
Stand up for them!” Consumer rights regarding mobile phone repairs was mentioned by about one in
seven (15%) interviewees. Messages about problems with consumer rights related to consumer credit
or banks were reported by 14%. Approximately 1 in 10 respondents who had seen or heard messages
about consumer rights over the past weeks, remembered messages about “cheating consumers” (11%)
and a similar proportion had heard messages about consumer rights and holiday packages and stays in
hotels (9%).
Furthermore, 11% stated that they had heard or seen messages about mobile phone repair without
mentioning that these messages were about consumer rights. By the same token, 8% and 6%,
respectively, stated that they had seen messages about holiday packages and stays in hotels and about
consumer credit without mentioning that these communications were about consumer rights. In
addition, 3% said that the messages had been about people not knowing their rights as a consumer in
Bulgaria. One in 10 (10%) could not recall the detail of any of the messages or preferred not to answer
the question.
Flash EB No 295- Consumer protection and consumer rights (BG - wave 3) Analytical Report
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29
20
17
14
10
11
8
6
7
3
6
9
49
13
11
6
10
5
4
4
7
6
6
10
about consumer rights - in general
exact slogan 'In EU, you have consumer rights!Stand up for them!'
about consumer rights and mobile phonesrepair
about consumer rights and credit, banks
about cheating consumer
about mobile phone repair - not mentionedconsumer rights
about consumer rights and holiday packages,hotel
about holiday packages, hotel - not mentionedconsumer rights
about consumer credit - not mentionedconsumer rights
about people not knowing their rights asconsumer in Bulgaria
other
DK/NA
12/2010
03/2010
28
16
13
13
13
11
10
9
5
4
5
12
38
15
12
7
9
10
6
5
4
5
6
12
about consumer rights - in general
exact slogan 'In EU, you have consumer rights!Stand up for them!'
about consumer rights and mobile phonesrepair
about consumer rights and credit, banks
about cheating consumer
about mobile phone repair - not mentionedconsumer rights
about consumer rights and holiday packages,hotel
about holiday packages, hotel - not mentionedconsumer rights
about consumer credit - not mentionedconsumer rights
about people not knowing their rights asconsumer in BG
other
DK/NA
28
18
15
14
11
11
9
8
6
3
5
10
43
15
11
6
9
8
5
5
5
6
6
11
about consumer rights - in general; n=123
exact slogan 'In the EU, you have consumerrights! Stand up for them!'; n=78
about consumer rights and mobile phonesrepair; n=65
about consumer rights and credit, banks; n=59
about cheating consumers; n=49
about mobile phone repair - not mentionedconsumer rights; n=46
about consumer rights and holiday packages,hotel; n=39
about holiday packages, hotel - not mentionedconsumer rights; n=35
about consumer credit - not mentionedconsumer rights; n=25
about people not knowing their rights asconsumer in Bulgaria; n=15
other; n=23
DK/NA; n=45
BG
The messages that respondents have seen/heard, % of mentions
Q1a_a. Can you please tell me what this/these message/s was/were?Base: who have seen/heard over the past weeks messages about consumer rights
Total 36-45 year-olds21-35 year-olds
Compared to the second wave, the most dramatic change took place concerning the proportion of
respondents who said that these messages were about consumer rights in general (-15 percentage
points). Another significant change was that respondents in the current wave were more than twice as
likely to say that they had seen or heard messages about consumer rights related to credit or banking
(+8 points). Furthermore, the shares of those who recalled that the messages were about consumer
rights and the repair of mobile phones and consumer rights linked to holiday package deals and hotel
stays both increased by four percentage points. Finally, the proportions of those who remembered the
exact slogan as well as those who recalled that the messages were about mobile phone repair (without
mentioning consumer rights) and about holiday package deals (without mentioning consumer rights)
all increased by three percentage points.
Older respondents (36-45 year-olds) more frequently remembered the exact slogan “In the EU you
have consumer rights! Stand up for them!” (20% vs. 16% of 21-35 year-olds). Looking at the other
socio-demographic groups, women (21%), those with low and average levels of education (21%) as
well as fulltme students (19%), rural residents (27%), and non-working respondents (25%) also more
frequently said that they remembered the exact slogan.
Furthermore, older respondents more often recalled that the messages were about consumer rights and
the repair of mobile phones (17% vs. 13% of 21-35 year-olds). On the other hand, younger
respondents more often said that messages were about cheating consumers (13% vs. 10% of 36-45
year-olds). They were also more inclined to say that these messages were about holiday package deals
and hotels, without mentioning consumer rights (9% vs. 6%).
As a next step, those respondents who could not spontaneously name the campaign slogan (n=924)
were asked whether they remembered messages about standing up for their consumer rights, and not
letting sellers, shopkeepers and service providers glide you from the slide, make you into a monkey or
send you for green caviar”2.
A majority of those (previously defined) respondents recalled the slogan and the associated
idioms after they were presented to them (62%), while 37% could not. Since March 2010, the
2 These are literal translations of Bulgarian sayings that served to illustrate and enhance the campaign’s messages. They all warn consumers
that they should know their rights in order to avoid being cheated and being made to look foolish.
Analytical Report Flash EB No 295- Consumer protection and consumer rights (BG - wave 3)
page 10
share of those who responded positively to this question rose by eight percentage points. As in the
previous wave, there were no noteworthy differences in responses between the two age groups.
EE BG
Awareness of advertisements/news articles saying that respondents should stand up for their consumer rights, %
n=924 (12/2010) & n=937 (03/2010)
Total sample 21-35 year-olds 36-45 year-olds
62
54
37
43
2
2
12/2010
03/2010
62
54
36
44
2
2
12/2010
03/2010
61
56
37
41
1
3
12/2010
03/2010
Yes No DK/NA
Q1b. Have you over the past weeks seen/heard advertisements/news articles saying that you should stand up for your consumer rights, not let them glide you from the slide, make you into a monkey, send you for green caviar?
Base: who were not aware of messages about consumer rights (in Q1a) and who did not mention the slogan ‘In the European Union, you have consumer rights! Stand up them!” (in Q1a_a)
Those respondents who were not familiar with the message “In the EU you have consumer rights!
Stand up for them!” (neither prompted nor unprompted) or who were not aware of any advertisements
or news articles about standing up for consumer rights (n=352) were further asked whether they had
seen or heard advertisements, messages or any information about their consumer rights when
returning faulty mobile phones, when complaining about holiday packages or hotels or when
taking out credit in the weeks prior to the survey. A large majority of those respondents had not
seen or heard these kinds of messages (77%); one in five had done so (20%). Compared to the
previous wave, the latter share has increased by eight percentage points. There were no important
differences between the two age groups.
As a last step, the remaining survey participants who were neither familiar with the slogan
(unprompted or prompted) and its associated idioms nor with messages about their consumer rights
that existed when returning mobile phones, taking out credit or when complaining about holiday
packages or hotels (n=70) were further asked whether they had seen or heard, in the weeks prior
to the survey, ads or news articles about consumers knowing their rights and therefore not being
cheated. Almost 7 in 10 (49 respondents, 69%) said they had not, while 23% could recall them (16
respondents) and 8% (6 interviewees) said they did not know or gave no answer. Compared to March
2010, the share of those who were aware of this kind of ads has increased by six percentage points.
The level of unawareness was higher among the 36-45 year-old respondents (74% vs. 66% of 21-35
year-olds).
When the answers to the questions about whether respondents had seen or heard messages:
about consumer rights (Q1a)
saying that people should stand up for their consumer rights, not let them glide you from the
slide, make you into monkey, send you for green caviar (Q1b)
about consumer rights that existed when returning mobile phones, when taking out credit,
when complaining about holiday packages or hotels (Q1c)
about consumers knowing their rights and therefore not being cheated (Q1d)
were combined, it could be seen that about three-quarters (74%) of Bulgarian respondents were
familiar with at least one specific message of the consumer rights information campaign. Since
the previous wave, the level of awareness has risen by seven percentage points (from 67%).
Flash EB No 295- Consumer protection and consumer rights (BG - wave 3) Analytical Report
page 11
BG
Awareness of any kind of messages, ads/news articles about consumer rights, %
Total sample 21-35 year-olds 36-45 year-olds
74
67
26
33
12/2010
03/2010
74
66
26
34
12/2010
03/2010
75
70
25
30
12/2010
03/2010
Awareness of any message Other answer
Q1a. Have you over the past weeks seen/heard messages about consumer rights? / Q1b. Have you over the past weeks seen/heard advertisements/news articles saying that you should stand up for your consumer rights, not let them glide you from the slide, make you
into a monkey, send you for green caviar? / Q1c. Have you over the past weeks seen/heard advertisements, messages, information about consumer rights regarding returning mobile phones, holiday packages and hotels or consumer credit? /Q1d. Have you over the
past weeks seen/heard advertisements/news articles about consumers knowing their rights, not being cheated?
Base: all respondents
A socio-demographic analysis showed that, in general, women (79%), the most educated respondents
(83%) and full-time students (95%), those living in a metropolitan zone (81%), employees (81%) and
the self-employed (82%) were more likely to say they had seen or heard messages concerning
consumer rights in the weeks prior to the survey or spontaneously said that the messages they had seen
or heard were about consumer rights in general. No general differences were detected between the two
age groups.
(For further details, see annex tables 1-5.)
74
70
79
74
75
42
71
83
95
81
76
62
82
81
66
70
Average
SEX
Male
Female
AGE GROUPS
21 - 35
36 - 45
EDUCATION (end of)
-15
16 - 20
20 +
Still in education
SUBJECTIVE URBANIZATION
Metropolitan zone
Urban centre
Rural zone
OCCUPATION
Self-employed
Employee
Manual worker
Not working
BG
Awareness of any kind of messages, ads & news articles, %
Q1a. Have you over the past weeks seen/heard messages about consumer rights? / Q1b. Have you over the past weeks seen/heard advertisements/news articles saying that you should stand up for your consumer rights, not let them glide you from the slide, make you
into a monkey, send you for green caviar? / Q1c. Have you over the past weeks seen/heard advertisements, messages, information about consumer rights regarding returning mobile phones, holiday packages and hotels or consumer credit? /Q1d. Have you over the
past weeks seen/heard advertisements/news articles about consumers knowing their rights, not being cheated?
Base: all respondents
Analytical Report Flash EB No 295- Consumer protection and consumer rights (BG - wave 3)
page 12
1.2 Media channels
Interviewees who were aware of one or more messages relating to the consumer rights information
campaign3 were asked how they had become aware of the campaign, i.e. via which channel(s).
The overwhelming majority of those who remembered the campaign’s messages said they had
seen them on television (92%). Other information channels were mentioned far less frequently: the
messages had been received via the Internet by 11% of respondents, 7% had been informed by
members of the family, friends or colleagues, 4% had been informed by listening to the radio and by
reading newspapers and magazines. Brochures and leaflets were mentioned by 2%.
Since March 2010, television had become even more important as a channel for receiving messages
about consumer rights (+6 percentage points). Meanwhile, newspapers & magazines as well as the
radio played a less important role as a channel of information (both -3 points).
91
10
6
5
5
2
1
1
88
12
5
9
7
2
1
2
TV
Internet
Family, friends, colleagues
Newspaper/magazine
Radio
Brochure/leafet
Other
DK/NA
12/2010
03/2010
92
12
7
4
3
1
1
1
84
12
4
4
7
2
1
4
TV
Internet
Family, friends, colleagues
Newspaper/magazine
Radio
Brochure/leafet
Other
DK/NA
92
11
7
4
4
2
1
1
86
12
5
7
7
2
1
3
TV
Internet
Family, friends, colleagues
Newspaper/magazine
Radio
Brochure/leafet
Other
DK/NA
BG
How messages about the consumer rights were seen/heard by respondents, % of mentions
Q2. Where did you see/hear this/these messages about consumer rights?Base: who are aware of any kind of advertisment, messages or information about consumer rights
Total sample 36-45 year-olds21-35 year-olds
The two age groups hardly showed any differences in their responses concerning information
channels. The biggest differences between the other socio-demographic groups were found concerning
the Internet; metropolitan dwellers and residents of urban areas were almost twice as likely as those
living in rural areas to say that they had seen these messages on the Internet (12% vs. 7%).
Furthermore, the most educated respondents more often said that they had seen messages on the
Internet compared to those with an average level of education (14% vs. 10%). None of those with a
low level of education mentioned the Internet.4
All respondents who were still in the educational system5 had seen the messages on TV, compared to
92%-93% of those with a low or average level of education and 87% of the highly educated
interviewees. Furthermore, television was less often named by metropolitan dwellers (88% vs. 92%-
94% of urban and rural residents, respectively). (For further details, see annex table 6.)
3 This is the combined total of respondents who were aware of any of the campaign messages mentioned in questions 1a to 1d, i.e. 74% of the
total survey participants. 4 Please note that there were only 15 respondents with a low level of education who were aware of any kind of advertisement.
5 35 full-time students were aware of any of the ads.
Flash EB No 295- Consumer protection and consumer rights (BG - wave 3) Analytical Report
page 13
1.3 Evaluation of the information campaign
Almost 9 in 10 (88%) Bulgarians who were familiar with any of the messages about consumer
rights gave a positive assessment of the information campaign: about 7 in 10 (69%) felt that the
campaign was useful for them and about one in five (19%) said it was very useful. Roughly 1 in 10
(9%) were not convinced by the campaign’s virtues, as 7% said it was not useful and 2% thought that
it was not useful at all. Four per cent of those who were familiar with the messages did not evaluate
the usefulness of the campaign.
BG
Usefulness of the information gained during the consumer rights campaign, %
Total sample 21-35 year-olds 36-45 year-olds
19
14
69
66
7
10
2
4
4
6
12/2010
03/2010
20
13
70
68
6
8
1
4
4
7
12/2010
03/2010
18
14
68
64
8
13
3
4
4
5
12/2010
03/2010
Q3a. Did you find the information you have received through these messages/this information campaign?Base: who are aware of any kind of advertisment, messages or information about consumer rights
Very useful Useful Not useful DK/NANot useful at all
Respondents from the younger age group were somewhat more likely to think that it was a useful
(useful and very useful combined) campaign (90% vs. 86% of 36-45 year-olds) and less liable to think
otherwise (7% vs. 11% of 36-45 year-olds).
Furthermore, the self-employed were less likely than any other socio-demographic group to see the
campaign positively (77% vs. 86%-92% of all others).
(For further details, see annex table 7.)
Asked more specifically about the merits of the campaign’s messages about consumer rights
concerning the repair of faulty goods, when complaining about holiday packages and hotels or rights
when taking out credit, a majority of respondents were positive. Approximately 8 in 10 (81%) of
those survey participants who were aware of any kind of advertisement, messages or information
about consumer rights agreed that the messages were easy to remember and a similar share (80%)
agreed that they were easy to understand. About two-thirds (65%) considered them to be
convincing.
Analytical Report Flash EB No 295- Consumer protection and consumer rights (BG - wave 3)
page 14
BG
79
71
83
78
63
60
17
22
13
19
29
30
12/2010
03/2010
12/2010
03/2010
12/2010
03/2010
82
78
79
79
66
64
14
16
15
14
28
26
12/2010
03/2010
12/2010
03/2010
12/2010
03/2010
Evaluation of the information about consumer rights gained during the campaign %
Q3. Did you find the information about your rights as a consumer of returning faulty goods, holiday packages and internet shopping, provided through the campaign on consumer rights ….
Base: who are aware of any kind of advertisement
Total sample
81
78
80
76
65
63
15
17
14
17
28
28
12/2010
03/2010
12/2010
03/2010
12/2010
03/2010
Agree Disagree
21-35 year-olds 36-45 year-olds
Convincing
Easy to remember
Easy to understand
Comparing the results of the third wave with the previous one, respondents were slightly more inclined
to say that the information about consumer rights was easy to understand (+4 percentage points), easy
to remember (+ 3 points) and convincing (+2 points).
Differences between the two age groups were minor: the younger age group (21-35 year-olds) more
often agreed that the information was easy to remember (82% vs. 79% of 36-45 year-olds). They were
also more prone to find it convincing (66% vs. 63%), while the older ones were slightly more inclined
to find it easy to understand (83% vs. 79%).
The biggest differences between the other socio-demographic groups were found concerning the
question whether respondents found the information convincing. Women were more likely to agree
(68% vs. 61% of men). The highly educated and full-time students, and the self-employed, were less
inclined to find that the information provided had been convincing (59%-61% vs. 67-70% of
respondents with an average or low level of education; 53% vs. 66%-67% of other occupational
groups). Rural residents were more often convinced than metropolitan dwellers (68% vs. 63%).
(For further details, see annex tables 8-10.)
Flash EB No 295- Consumer protection and consumer rights (BG - wave 3) Analytical Report
page 15
2. Information sources about consumer rights
Respondents were asked which sources they would use if they needed information or advice about
consumer rights or to whom they would turn to in case they had problems with faulty goods or
services. As those questions were asked in two previous waves in the same or a similar way, the
current results could be – with some limitations - compared to those of the previous waves.6
2.1 Methods of seeking information about consumer rights
In all three waves of the survey, browsing the Internet and making phone calls were by far the
most popular ways of searching for information about consumer rights.
Results of the current wave showed that 43% of Bulgarians would look up information on the Internet
and slightly more than a quarter (27%) would use the phone. In September 2009, nearly half of the
respondents mentioned searching the Internet (48%) and 29% referred to making telephone calls as
their main way of gathering information about consumer rights.
The website www.aktivnipotrebiteli.bg was more frequently mentioned as an information source than
the site it replaced – www.bnap.org (7% in December and March 2010 vs. 2% in September 2009).7
The choices of writing an e-mail or sending a letter, to get information about consumer rights, were
mentioned in all three waves by 2%-3% of survey participants; roughly 1 in 10 respondents in all
waves said they did not know which sources they would use or gave no answer (8%-11%).
37
28
6
2
4
10
13
40
31
4
2
2
9
11
41
33
2
2
3
10
9
12/2010
03/2010
09/2009firstly
Search on the web
By phone
Go to www.aktivnipotrebiteli.bg/ Go to www.bnap.org
Write e-mail
Send letter
Other
DK/NA
43
27
7
3
2
9
9
44
25
7
3
2
8
11
48
29
2
2
3
9
8
BG
Main ways that respondents would find information on consumer rights, %
12/2010 & 3/2010: Q5. How would you try to find information and advice about consumer rights?2009: Q2. How would you try to find information and advice about consumer rights firstly? Than secondly?
Base: all respondents
Total sample 36-45 year-olds21-35 year-olds
46
27
8
4
1
8
7
47
21
8
4
2
8
11
52
27
3
2
2
8
7
In all three waves of the survey, younger respondents (21-35 year-olds) were more likely to use the
Internet as an information source (46% vs. 37% of 36-45 year-olds in the latest wave). In the current
wave, the younger respondents were as likely as the older ones to say they would use the phone to get
6 The question about how respondents would try to find information and advice about consumer rights was asked slightly differently in the
first wave of the survey. In March and December 2010, respondents only had the possibility to mention one source of information; in
September 2009, however, they had been asked to describe their first and their second most important sources. Despite this difference, by
taking the first choice mentioned in September 2009 as the most important source of information (“top of mind”), then the current results could, with some caution, be compared to the first choice mentioned in 2009. 7 The Bulgarian National Consumer Organisation was renamed as “Aktivni Potrebiteli” (“Active Consumers”) between the first and the
second survey waves.
Analytical Report Flash EB No 295- Consumer protection and consumer rights (BG - wave 3)
page 16
information about consumer rights. Higher numbers of older respondents could not or would not
answer the question (13% vs. 7%).
For respondents with the lowest level of education, as well as for residents of rural areas, making a
phone call was the main way to receive information about consumer rights; full-time students, the
highly educated and the self-employed were particularly prone to surf the Web to find information or
advice. The most educated and metropolitan dwellers were also the respondents most likely to say they
would write an e-mail. Visiting the website www.aktivnipotrebiteli.bg was a strategy that was more
often mentioned by women, full-time students and the highly educated, city dwellers, employees and
non-working respondents. Respondents with a low level of education and rural residents often did not
know how to look for information or advice on this subject.
(For further details, see annex table 12.)
2.2 Information or advice in case of problems
Asked to spontaneously say where they would look for more information or advice when they actually
had a problem with a faulty product, a service or a seller, respondents were most likely to say they
would search for more information on the Internet (25%). Slightly less than one in five (18%) said
they would go back to the shopkeeper or service provider to see how the problem might be solved.
Smaller numbers said they would call the government’s consumer hotline 0 700 111 22 (8%) or turn to
the Bulgarian National Consumer Association “Aktivni Potrebiteli” (8%). One in 20 (5%) respondents
would contact public authorities such as the government and relevant ministries or consult friends and
relatives. A share of 4% would turn to an independent consumer association, 3% would contact a
lawyer and 1% would consult the European Consumer Centre. No respondents named EU contact
points. Almost one in five (18%) either did not know where to go to in case they had a problem with a
product, service or seller or gave no answer.
20
18
9
10
5
4
4
3
1
0
6
20
17
21
9
6
3
6
4
3
0
0
11
18
Search the Internet
Shopkeepers, sellers or service providers
Dial phone number 0 700 111 22
Aktivni potrebiteli/Bulgarian NationalConsumer Association
Government, Ministry, Public Authority
Friends and relatives
Independent consumer association
Lawyers
The European Consumer Centre
The EU contact points
Other
DK/NA
28
18
8
6
5
5
5
2
1
0
5
18
29
15
6
7
4
6
4
2
1
0
8
17
Search the Internet
Shopkeepers, sellers or service providers
Dial phone number 0 700 111 22
Aktivni potrebiteli/Bulgarian NationalConsumer Association
Government, Ministry, Public Authority
Friends and relatives
Independent consumer association
Lawyers
The European Consumer Centre
The EU contact points
Other
DK/NA
25
18
8
8
5
5
4
3
1
0
6
18
24
17
7
7
3
6
4
3
1
0
9
17
Search the Internet
Shopkeepers, sellers or service providers
Dial phone number 0 700 111 22
Aktivni potrebiteli/Bulgarian NationalConsumer Association
Government, Ministry, Public Authority
Friends and relatives
Independent consumer association
Lawyers
The European Consumer Centre
The EU contact points
Other
DK/NA
BG
Where respondents would go in case of problem with a product, service or seller, %
Q4. Where would you go for information or advice about your consumer rights if you have a problem with a product, a service or a seller?
Base: all respondents
Total sample 36-45 year-olds21-35 year-olds12/2010 03/2010
Flash EB No 295- Consumer protection and consumer rights (BG - wave 3) Analytical Report
page 17
Looking at the aggregated responses from all interviewees, no substantial changes were observed since
March 2010.
The 21-35 year-olds were more likely to search for information on the Internet if they had a problem
with a product, a service or a seller (28% vs. 20% of 36-45 year-olds). The older age group, on the
other hand, more often said they would contact the Bulgarian National Consumer Association “Aktivni
Potrebiteli” (10% vs. 6% of the younger group).
As for the other socio-demographic groups, men, full-time students and highly educated respondents,
metropolitan dwellers and the self-employed were more inclined to say that they would search the
Internet in case they had a problem. For example, 49% of full-time students and 35% of the most
educated respondents would turn to the Internet compared to 20% of those with an average level of
education and 9% of those with a low level of education. In addition, manual workers less frequently
said they searched the Internet than respondents from the other occupational groups.
For those with a low level of education, rural residents and manual workers, shopkeepers, sellers or
service providers were the most popular contact point in case of problems with a product or service.
(For further details, see Annex Table 11.)
Analytical Report Flash EB No 295- Consumer protection and consumer rights (BG - wave 3)
page 18
3. Consumer rights institutions, organisations and associations
In order to find out more about how well consumer rights institutions, organisations and associations
were known in Bulgaria, survey participants were asked to spontaneously identify any such
organisation that came to mind. They were then read out a list of consumer rights bodies that they had
not mentioned spontaneously and asked whether they had ever heard about those organisations.
When asked to spontaneously mention any Bulgarian consumer rights institution, organisation or
association, half of the respondents gave the name of at least one consumer rights body or
mentioned magazines, other organisations or people that they associated with the protection of
consumer rights (54%, + 3 points since March 2010); 46% said they did not know any of those
bodies.
Overall, the best known consumer rights body was the Commission on Consumer Protection (KPZ):
42% of Bulgarians spontaneously mentioned this organisation; out of those 577 interviewees who did
not mention the Commission on Consumer Protection, 80% recognised the organisation when
prompted. In March 2010, 38% of respondents had spontaneously mentioned this consumer rights
body, while in September 2009, over half (52%) had mentioned it. However, in the current wave,
Bulgarians were more than twice as likely as they were in September 2009 to recognise this
organisation when prompted (35% in September 2009, 46% in March 2010 and 80% in the third
wave).
The Commission on Consumer Protection (KPZ)
The Government, Ministry
The Federation of Consumers in Bulgaria*
Aktivni Potrebiteli or Bulgarian nationalconsumer association
A local or regional consumerassociation
The independent Union of consumers in Bulgaria*
80
46
35
53
58
57
42
45
47
27
20
27
23
27
26
20
21
20
12/2010
03/2010
09/2009
12/2010
03/2010
09/2009
12/2010
03/2010
09/2009
12/2010
03/2010
09/2009
12/2010
03/2010
09/2009
12/2010
03/2010
09/2009
42
38
52
8
6
17
7
5
6
8
6
7
12/2010
03/2010
09/2009
12/2010
03/2010
09/2009
12/2010
03/2010
09/2009
12/2010
03/2010
09/2009
12/2010
03/2010
09/2009
12/2010
03/2010
09/2009
BG
Awareness of institutions and organisations/associations that deal with the protection of consumer rights , % of mentions
Q6(12/2010 & 3/2010)/Q3(2009). What institutions and organisations/associations dealing with protection of consumers’ rights do you know? (unprompted) / Q7(12/2010 &
3/2010)/Q4(2009). Have you ever heard of ... (prompted)Note: * items were only prompted Base: all respondents
Unprompted Prompted
About 1 in 12 (8%) respondents named the government and relevant ministries as institutions that
dealt with the protection of consumer rights. More than half (53%) of those who did not spontaneously
mention the government, linked it with consumer rights protection when prompted – thus making the
government the second most prominent body in this field in Bulgaria. However, its prominence has
Flash EB No 295- Consumer protection and consumer rights (BG - wave 3) Analytical Report
page 19
declined since September 2009 when 17% mentioned it spontaneously (- 9 percentage points). In
March 2010, 58% of Bulgarians recognised its role in consumer protection when prompted (-5 points).
The Federation of Consumers in Bulgaria was the third most recognised consumer protection body in
Bulgaria, 42% of Bulgarians had heard of this organisation as a guardian of consumer rights when
prompted (-5 percentage points since September 2009). Note that this item was only prompted. The
Bulgarian National Consumer Association Aktivni Potrebiteli was spontaneously named by 7% of
Bulgarians. A bit more than a quarter (27%) of those who did not name it off the top of their head
identified it when prompted (+7 percentage points since March 2010, reaching the same level as in
September 2009).
About 1 in 12 (8%) survey participants named a local or regional consumer association, while 23% of
those who did had not named one (spontaneously) had heard of a local or regional consumer
association before (- 4 points since March 2010). One in five (20%) respondents had heard of the
independent Union of consumers in Bulgaria. Note that this item was only prompted.
European Consumer Centrein Sofia
a consumer magazine/Aktivne Potrebitel magazine
Europe Direct
Shopkeepers, sellers or banks*
a national consumer association*
Friends or relatives*
Lawyers*
DK/NA
17
15
15
9
8
11
8
9
9
12/2010
03/2010
09/2009
12/2010
03/2010
09/2009
12/2010
03/2010
09/2009
12/2010
03/2010
09/2009
12/2010
03/2010
09/2009
12/2010
03/2010
09/2009
12/2010
03/2010
09/2009
12/2010
03/2010
09/2009
2
2
2
2
7
7
9
6
5
7
6
4
14
6
4
14
46
49
36
12/2010
03/2010
09/2009
12/2010
03/2010
09/2009
12/2010
03/2010
09/2009
12/2010
03/2010
09/2009
12/2010
03/2010
09/2009
12/2010
03/2010
09/2009
12/2010
03/2010
09/2009
12/2010
03/2010
09/2009
BG
Awareness of institutions and organisations/associations that deal with the protection of consumer rights , % of mentions
Unprompted Prompted
Q6(12/2010 & 3/2010)/Q3(2009). What institutions and organisations/associations dealing with protection of consumers’ rights do you know? (unprompted) / Q7(12/2010 &
3/2010)/Q4(2009). Have you ever heard of ... (prompted)Note: * items were not prompted Base: all respondents
Just 2% of respondents spontaneously mentioned the European Consumer Centre in Sofia and 17% of
those who did not mention it, said they had heard about that body when prompted. About 1 in 10 (9%)
respondents had heard of a consumer magazine such as Aktivne Potrebitel. A similar share (8%) had
heard of the information centre Europe Direct (when prompted).
Shopkeepers, sellers or banks were identified as dealing with the protection of consumers’ rights by
7% of Bulgarians, followed by a national consumer association, by friends or relatives and lawyers
(all 6%). Note that these four items were not read out to survey participants.
Analytical Report Flash EB No 295- Consumer protection and consumer rights (BG - wave 3)
page 20
Socio-demographic considerations
Concerning the differences in awareness of institutions and organisations/associations dealing with the
protection of consumer rights between the socio-demographic groups, the following general remarks
can be made:
When it came to spontaneous mentions of consumer rights bodies, 36-45 year-old respondents were
more likely to give the name of at least one consumer rights body or magazine (58% vs. 51% of 21-35
year-olds). The less educated, manual workers, those not working and respondents from urban areas
were also more likely not to give any name spontaneously. The Commission on Consumer Protection,
for example, was mentioned by 47% of respondents from the older age group, by 57% of the most
educated, 54% of metropolitan dwellers, 50% of employees and 48% of the self-employed. In contrast,
42% of the younger age group, 25% of those with a low level of education, 37% of those with an
average level of education, 40%-42% of respondents from urban and rural areas, 34% of manual
workers and 38% of non-working respondents mentioned this organisation.
The recognition of most of Bulgaria’s consumer rights bodies when prompted was in general
higher among women, those with a high level of education, full-time students and residents of large
cities. For example the Federation of Consumers in Bulgaria was recognised by 46% of women (vs.
39% of men), 52% of the most educated and 55% of full-time students (vs. 16% of the least educated
and 39% of those with an average level of education) as well as by 56% of metropolitan dwellers (vs.
43% and 29%, respectively, of residents of urban and rural areas).
The older respondents (36-45 year-olds) were more familiar with a local or regional consumer
association and the Federation of Consumers in Bulgaria, while 21-35 year-olds had more often heard
of Europe Direct and Aktivni Potrebiteli.
Higher numbers of employees and the self-employed recognised the Commission on Consumer
Protection and the Federation of Consumers in Bulgaria when compared with manual workers and
non-working respondents. Furthermore, the self-employed were more inclined to have heard of a local
or regional consumer association, while employees, in particular, had more frequently heard of Aktivni
Potrebiteli.
(For further details see annex tables 13-14.)
3.2 Trust in consumer rights bodies
When read out a list of Bulgarian consumer rights bodies and asked which one they would trust to
provide correct information or advice about consumer rights, respondents most frequently chose the
Commission on Consumer Protection (37%), 13% of respondents said they would trust consumer
information provided by friends and relatives and 12% preferred to get information from a lawyer.
Information given by consumer associations of various kinds was trusted by 13% of respondents:
6% had trust in information distributed by a local or regional consumer association, 5% would trust
the Bulgarian National Consumer Association Aktivni Potrebiteli and 2% had faith in other national
consumer associations.8
Four per cent of respondents trusted shopkeepers, sellers or banks as well as the European Consumer
Centre in Sofia, 2% had confidence in the information provided by the government and relevant
ministries.
Virtually no respondents mentioned Europe Direct or a consumer magazine such as the Aktivne
Potrebitel magazine. Finally, 15% would not, or could not, give an answer.
8 Here, these numbers give a total of 13%, as respondents were only allowed to give one answer.
Flash EB No 295- Consumer protection and consumer rights (BG - wave 3) Analytical Report
page 21
35
9
9
8
5
5
5
2
3
0
0
19
32
12
7
10
4
3
4
4
4
0
0
19
38
12
11
7
2
4
3
2
3
0
0
14
the Commission on Consumer Protection
friends and relatives
lawyers
a local or regional consumer association
Aktivni Potrebiteli or Bulgarian NationalConsumer Association
European Consumer Centre in Sofia
shopkeepers, sellers or banks
a national consumer association
the Government, Ministry
Europe Direct
a consumer magazine/Aktivne Potrebitelmagazine
DK/NA
12/2010
03/2010
09/2009
39
16
13
5
5
4
4
3
2
0
0
12
32
14
11
4
5
4
4
3
2
2
0
20
34
16
11
6
3
3
3
4
5
0
1
12
the Commission on Consumer Protection
friends and relatives
lawyers
a local or regional consumer association
Aktivni Potrebiteli or Bulgarian NationalConsumer Association
European Consumer Centre in Sofia
shopkeepers, sellers or banks
a national consumer association
the Government, Ministry
Europe Direct
a consumer magazine/Aktivne Potrebitelmagazine
DK/NA
37
13
12
6
5
4
4
2
2
0
0
15
32
13
10
6
5
3
4
3
2
1
0
20
36
14
11
6
3
3
3
3
4
0
0
13
the Commission on Consumer Protection
friends and relatives
lawyers
a local or regional consumer association
Aktivni Potrebiteli or Bulgarian NationalConsumer Association
European Consumer Centre in Sofia
shopkeepers, sellers or banks
a national consumer association
the Government, Ministry
Europe Direct
a consumer magazine/Aktivne Potrebitelmagazine
DK/NA
BG
Trusted establishments, %
Q9(12/2010& 3/2010)/Q6(2009). Who would you trust to give you correct information and advice on your consumer rights?Base: all respondents
Total sample 36-45 year-olds21-35 year-olds
Two notable changes were registered when comparing these results with those from March 2010. First
of all, the share of Bulgarians trusting the information provided by the Commission on Consumer
Protection has increased by five percentage points. Secondly, respondents were more likely to answer
the question - the share of non-response dropped by five points. It should be noted, however, that these
latest results were close to those registered in September 2009.
The 21-35 year-olds more often said they trusted advice and information provided by the Commission
on Consumer Protection (39% vs. 35% of 36-45 year-olds), friends and relatives (16% vs. 9%) and
lawyers (13% vs. 9%). Older respondents, on the other hand, more often trusted the information given
by a local or regional consumer association (8% vs. 5%). They were also more likely not to answer the
question (19% vs. 12%).
Women, those with the highest level of education, residents of metropolitan and urban areas as well as
employees more often said they trusted information provided by the Commission on Consumer
Protection. For example, 42% of women mentioned this consumer rights body in comparison with
33% of men.
Men, those with the lowest level of education, respondents living in rural areas, manual workers and
non-working respondents, however, were particularly inclined to place confidence in information
received from friends and relatives. Men, residents of metropolitan and urban areas as well as the self-
employed often trusted the information and advice provided by a lawyer. Respondents living in the
countryside and those with a low level of education most often did not to know who to trust or were
most inclined not to give an answer.
(For further details, see annex table 16.)
Analytical Report Flash EB No 295- Consumer protection and consumer rights (BG - wave 3)
page 22
3.3 Use of information or help from consumer rights bodies
Respondents who mentioned a Bulgarian consumer rights body either spontaneously or when
prompted were further asked whether they had ever asked any of them for information or help.
Thirteen per cent (121 out of 947) of respondents that mentioned at least one of the Bulgarian
consumer rights organisations, associations or institutions had contacted that one - or another
organisation - for information or help on consumer rights.
The body that had been contacted the most frequently by far was the Commission on Consumer
Protection: approximately 9% (82 respondents in total) of the interviewed Bulgarians who were
familiar with a consumer rights body in their country had consulted this organisation; in other words,
68% of the 121 respondents that had actually contacted an organisation for information or help.
The remaining consumer rights organisations had been contacted by very few respondents: Aktivni
Potrebiteli and the Independent Union of Consumers in Bulgaria had been used by 12 and 10
interviewees, respectively, and the Federation of Consumers in Bulgaria had been contacted by nine
respondents. Furthermore, four interviewees said they had consulted a consumer magazine such as
Aktivni Potrebitel and the same number had asked the European Consumer Centre in Sofia for help.
9.2
1.5
1.5
1.0
0.6
0.6
6.7
0.0
0.2
0.7
0.0
0.0
7.1
0.2
0
0.8
0.0
0.2
the Commission on ConsumerProtection
Aktivni Potrebiteli or BulgarianNational Consumer Association
the independent Union ofconsumers in Bulgaria
the Federation of Consumers inBulgaria
a consumer magazine/AktivnePotrebitel magazine
European Consumer Centre inSofia
12/2010
03/2010
09/2009
8.3
1.2
0.9
0.9
0.4
0.4
5.0
0.8
0.0
0.4
0.4
0.2
7.0
0.5
0.3
0.3
0.3
0.0
the Commission on ConsumerProtection
Aktivni Potrebiteli or BulgarianNational Consumer Association
the independent Union ofconsumers in Bulgaria
the Federation of Consumers inBulgaria
a consumer magazine/AktivnePotrebitel magazine
European Consumer Centre inSofia
BG
Consumer rights’ organisations that have been asked for information, % of yes responses
Q8(12/2010& 3/2010)/Q5(2009). Have you ever asked any of these (organisation/magazine) for information or help? Base: those who were aware of any organisations/associations dealing with the protection of consumer rights
8.7
1.3
1.1
0.9
0.5
0.5
5.5
0.6
0.1
0.5
0.2
0.1
7.0
0.4
0.2
0.5
0.2
0.1
the Commission on ConsumerProtection
Aktivni Potrebiteli or BulgarianNational Consumer Association
the independent Union ofconsumers in Bulgaria
the Federation of Consumers inBulgaria
a consumer magazine/AktivnePotrebitel magazine
European Consumer Centre inSofia
Total 21-35 year-olds 36-45 year-olds
Since March 2010 the number of Bulgarians who had asked a consumer rights body for help has
almost doubled (from 63 to 121). The number of those who contacted the Commission on Consumer
Protection has increased from 52 to 82 (or from 5.5% to 8.7%). Please note that in September 2009,
this share was already at 7%.
The most educated respondents, residents of metropolitan and urban areas, the self-employed and
employees had more often asked the Commission on Consumer Protection for help than their
respective socio-demographic counterparts.
(For details, see annex table 15.)
As a next step, those respondents who had been in contact with the Bulgarian National Consumer
Association Aktivni Potrebiteli and the European Consumer Centre in Sofia were asked whether they
were satisfied with the service and whether they would recommend these organisations. However, as
Flash EB No 295- Consumer protection and consumer rights (BG - wave 3) Analytical Report
page 23
only 12 respondents had contacted Aktivni Potrebiteli and just four had been in touch with the
European Consumer Centre in Sofia, the results can hardly be seen to be representative of the general
population.
Those 12 Bulgarians who had been in contact with Aktivni Potrebiteli were mostly satisfied with the
service and advice they had received and they would mostly recommend it to friends and relatives.
The four interviewees that had asked the European Consumer Centre in Sofia had mixed opinions
concerning the services and information provided to them.
(For details, see annex tables 17-24.)
4. Support for an independent consumer organisation and a dedicated magazine and website
Bulgarians participating in the survey were interviewed about their interest in a magazine or a website,
dedicated to consumer rights that provided results of independent comparative tests of the quality of
products and services such as washing machines, mobile phones and food products. Furthermore, they
were asked whether – and how much – they would be ready to pay for such a service and whether they
would financially support an independent consumer rights organisation in Bulgaria.
4.1 A consumer rights magazine and website
Almost 6 in 10 (58%) respondents would be interested in an independent consumer rights
website, and 43% expressed their interest in a magazine dedicated to the subject. This level of
interest has been stable since March 2010 but was lower than that expressed in September 2009 (when
62% were interested in such a website and 57% in a magazine).
Interest in the website was higher among younger respondents (63% vs. 50% of 36-45 year-olds).
Furthermore, 44% of the younger age group were interested in a consumer rights magazine in
comparison with 40% of 36-45 year-olds.
50
40
52
41
59
58
Website
Magazine
63
44
62
46
64
56
Website
Magazine
BG
58
43
58
44
62
57
Website
Magazine
Respondents’ interest in an independent consumer rights magazine or website,% interested
Q14(12/2010 & 03/2010)/Q11(2009). Would you be interested in an independent consumer magazine or website that gives you results of independent comparative tests of the quality of
products and services such as washing machines, mobile phones and food products? Base: all respondents
Total sample 36-45 year-olds21-35 year-olds
12/2010 09/2010 03/2009
Concerning other socio-demographic characteristics of those interested in the above-mentioned
services, it was observed that women, those with the highest level of education, full-time students and
city dwellers were most interested in both the website and the magazine. For example, 49% of women
had an interest in the magazine and 65% in the website, compared to 36% and 51%, respectively, of
men.
Furthermore, the self-employed and employees were more interested in such a website than manual
workers and non-working respondents.
Analytical Report Flash EB No 295- Consumer protection and consumer rights (BG - wave 3)
page 24
(For further details, see annex table 25.)
Asked how much they would pay for such an independent website or magazine, almost 7 in 10
(69%) respondents said they didn’t know or gave no answer.
About one in seven (14%) was prepared to pay 3 leva for a single copy of a consumer rights magazine
at a kiosk. Furthermore, 8% would prefer to pay 12 leva for a one-year period of access to the test
results published on the website www.bnap.org and 6% would pay 2 leva by credit or debit card to
access the results of a test on the website. Paying 20 leva for an annual subscription (10 magazines a
year) was a preferred option for 3% of respondents.
BG
What respondents would be prepared to pay for an independent consumer rights magazine or website?, %
Q15(12/2010 & 03/22010)/Q12(2009). Would you be prepared to pay?Base: all respondents
20 levs for a subscription (10magazines per year)
3 levs for a single magazine at a kiosk
2 levs by credit/debit card for theresults of a test via the website
bnap.org
12 levs for a one year period of accessto results of comparative tests on the
website bnap.org
DK/NA
Total sample 36-45 year-olds21-35 year-olds
4
15
5
8
68
3
11
8
8
70
8
16
5
8
64
3
13
7
8
69
3
9
7
13
68
6
17
4
7
66
3
14
6
8
69
3
10
7
11
69
6
17
4
7
65
12/2010 03/2010 09/2009
Answers to this question have changed only slightly since March 2010. First, the readiness to pay 3
leva for a single copy of such a magazine has risen by four percentage points. However, this share of
14% was still lower than the one registered in September 2009 (17%). Secondly, the share of those
who would pay 12 leva for a one-year period of access to the test results published on the website has
decreased by three percentage points since the last wave.
The answers of the two age groups hardly differed. Furthermore, men, those with a low or average
level of education, respondents from rural areas and manual workers were particularly unlikely to
answer the question.
Full-time students, the most educated, city dwellers and the self-employed showed a higher readiness
to pay 3 leva for a single copy of the magazine at a kiosk.
Full-time students and the most educated as well as city dwellers more often said that they would
prefer to pay 12 leva for a one-year period of access to test results published on the website.
Paying 2 leva by credit or debit card for access to the results of a test on the website was an option
chosen by greater numbers of women and city dwellers compared to men and respondents from rural
areas.
(For further details, see annex table 26.)
Flash EB No 295- Consumer protection and consumer rights (BG - wave 3) Analytical Report
page 25
4.2 Funding an independent consumer organisation
Concerning the funding of an independent consumer organisation in Bulgaria, survey participants
were presented with five different possibilities of how such an organisation could be financed and
asked if they would support each one or not. Two of the possibilities suggested some kind of financial
support without any direct service in return and three implied the payment of a membership fee whose
amount varied according to the services that respondents would receive in return.
Just as in the previous waves, approximately 4 in 10 (41%) respondents supported at least one of
the suggested options (03/2010: 42%, 09/2009: 41%). Also similar to the previous waves, the option
of giving a donation without a direct service in return was more frequently chosen (35% of
respondents opted for one of these methods in December 2010, 36% in March 2010 and 32% did so in
September 2009) than that of paying an annual membership fee without service in return (chosen
by 22% of respondents in the current wave, 19% in March 2010, 22% in September 2009).9
BG
29
27
19
10
7
24
26
17
8
5
24
26
19
7
6
Support for an independent Bulgarian consumer rights association, % of yes
Q16(12/2010 & 03/2010)/Q13(2009). Would you be willing to support an independent Bulgarian consumer association by …?
Base: all respondents
Total sample 36-45 year-olds21-35 year-olds
27
28
19
7
6
25
24
12
5
5
27
25
18
7
5
29
28
18
12
8
25
28
20
10
6
23
25
19
7
6
Giving this association a percentage of your taxes insteadof paying them to the Government
Giving this association a donation which you can deductfrom your income taxes
Paying an annual membership fee of 12 leva, if thisincluded on-line access to 10 issues of an independent
consumer magazine with results of comparative tests ofproducts and services
Paying an annual membership fee of 20 leva, if thisincluded 10 issues of an independent consumer
magazine with results of comparative tests of productsand services plus the printed version as well
Paying an annual membership fee of 40 leva, if thisincluded on-line access to 10 issues (print) of anindependent consumer magazine with results of
comparative tests of products and services, plus theprinted version as well, plus legal advice if needed
12/2010 09/2010 03/2009
Looking in more detail at the different ways of funding an independent consumer organisation opted
for in the current wave, the most popular means were giving the association a percentage of taxes
instead of paying them to the government (29%) and making a tax-deductible donation (27%).
Among the possibilities of paying a membership fee and getting a direct service in return, respondents
most frequently opted for the lowest fee and the lowest level of service: 19% of interviewed
Bulgarians were ready to pay an annual membership fee of 12 leva, if this included online access to 10
issues of an independent consumer magazine that offered the results of product and service tests, while
1 in 10 (10%) would pay 20 leva to get the printed version of the consumer magazine as well as online
access. Finally, 7% would pay 40 leva if the service also included, in addition to online access and the
printed version of the magazine, legal advice when required.
Compared to the two previous waves, the share of those who preferred to give the association a
percentage of their taxes instead of paying them to the government has increased by five percentage
points, while the popularity of the other four options listed has remained rather stable.
9 Results do not add up to 100% as respondents had the possibility of giving several answers.
Analytical Report Flash EB No 295- Consumer protection and consumer rights (BG - wave 3)
page 26
The only considerable difference observed between the two age groups was that 21-35 year-olds were
more often willing to pay 20 leva to get the printed version of the consumer magazine as well as online
access (12% vs. 7% of 36-45 year-olds).
Full-time students, residents of metropolitan or urban areas as well as the self-employed were more
ready to financially support an independent consumer organisation. For example, paying an annual
membership fee of 12 leva, including online access to 10 issues of an independent consumer magazine
that offered the results of product and service tests, was a viable option for 43% of full-time students
(vs. 10%-19% of other educational groups), 21%-22% of city dwellers (vs. 8% of respondents from
rural areas) and 31% of the self-employed (vs. 17%-19% of other occupational groups).
(For further details, see annex table 27.)
5. Protection of consumer rights in Bulgaria
Respondents were asked to assess the level of consumer protection they had in Bulgaria compared to
that existing in other EU countries.
Just as in the previous survey wave, over 7 in 10 (72%) respondents thought that consumers in
Bulgaria were less protected than consumers elsewhere in the EU. A share of 18% believed that
they enjoyed the same level of consumer protection as residents of other EU Member States, 2%
had the impression that Bulgarian consumers were more protected than those in other EU Member
States and 8% of respondents did not know how to judge the situation in Bulgaria compared to the rest
of the EU.
BG
Opinions about the protection of consumer rights in Bulgaria compared to other EU countries , %
Q17(12/2010 & 3/2010)/Q14(2009). Compared to other EU countries, do you think consumers in Bulgaria have the same, less or more consumer rights and protection?
Base: all respondents
2
2
2
18
16
16
72
73
72
8
9
9
12/2010
03/2010
09/2009
Total sample 21-35 year-olds 36-45 year-olds
More Same Less DK/NA
2
2
3
19
16
16
72
74
71
7
8
10
12/2010
03/2010
09/2009
2
2
1
16
16
17
73
73
75
10
9
7
12/2010
03/2010
09/2009
Overall, the responses to this question have remained stable over the three waves of the survey.
Younger respondents (21-35 year-olds) slightly more frequently said that Bulgarian consumers had the
same rights as other Europeans (19% vs. 16% of 36-45 year-olds). The share of those not responding
to the question was slightly higher among members of the latter group (10% vs. 7% of 21-35 year-
olds).
Respondents with an average level of education, those from metropolitan and urban areas as well as
employees stated more often that consumers in Bulgaria had less rights compared to other EU
countries. The most educated interviewees and full-time students, residents from urban areas, manual
workers and non-working respondents were more inclined than their socio-demographic counterparts
to believe that Bulgarians enjoyed the same consumer rights as other EU citizens.
Flash EB No 295- Consumer protection and consumer rights (BG - wave 3) Analytical Report
page 27
(For further details, see annex table 28.)
Participants were even more negative when assessing whether Bulgarian shopkeepers and service
providers respected consumer rights. Similar to the previous wave, more than 8 in 10 (86%)
respondents felt that Bulgarian shopkeepers and service providers respected consumer rights less
than their counterparts in other EU Member States. A share of 6% thought that they respected
consumer rights to the same extent as their counterparts in other EU countries and 1% thought that
they showed more respect to those rights. A further 7% did not know how to judge the situation or
gave no answer.
BG
Opinions about how consumer rights are respected in Bulgaria compared to other EU countries , %
Q18(12/2010 & 03/2010)/Q15(2009). Do you think sellers in Bulgaria respect consumer rights and protection rules the same, less or more?
Base: all respondents
1
2
1
6
7
7
86
84
82
7
8
9
12/2010
03/2010
09/2009
Total sample 21-35 year-olds 36-45 year-olds
More Same Less DK/NA
1
2
2
6
6
8
86
85
82
7
7
8
12/2010
03/2010
09/2009
1
1
1
6
7
7
85
84
82
8
8
11
12/2010
03/2010
09/2009
Since September 2010 the share of those who thought that sellers in Bulgaria respected consumer
rights and protection rules less than in other EU countries increased by four percentage points.
Differences between the two age groups were minor.
Those with the highest level of education, city dwellers, employees and non-working respondents were
particularly likely to say that shopkeepers or sellers respected consumer rights less than they did in
other EU countries.
(For further details, see annex table 29.)
Most respondents also thought that the Bulgarian justice system was not efficient in punishing
businesses that misled or cheated their customers (79%); 9% of respondents thought that it was
efficient in such cases. About one in eight (12%) did not know how to judge the efficiency of the
Bulgarian legal system or gave no answer. Opinions on this point have been stable over all three waves
of the survey.
BG
Opinions as to whether the Bulgarian justice system is efficient in dealing with businesses that cheat or mislead consumers, %
Q19(12/2010 & 03/2010)/Q16(2009). In general, would you say that the Bulgarian justice system is efficient in punishing businesses that mislead or cheat consumers?
Base: all respondents
9
8
8
79
79
81
12
13
12
12/2010
03/2010
09/2009
Total sample 21-35 year-olds 36-45 year-olds
9
10
9
79
79
79
12
11
12
12/2010
03/2010
09/2009
10
6
6
79
80
83
11
14
11
12/2010
03/2010
09/2009
NoYes DK/NA
Analytical Report Flash EB No 295- Consumer protection and consumer rights (BG - wave 3)
page 28
There were hardly any differences between the two age groups concerning respondents’ views about
the efficiency of the Bulgarian justice system in dealing with businesses that cheated consumers.
Respondents living in a major city or town, those with the highest level of education and employees
were particularly likely to be critical about the efficiency of the Bulgarian justice system when it came
to punishing a seller or provider of faulty goods or services. For example, 85% of the most educated
said the legal system was not efficient enough on that count, compared to 49% of the least educated
and 79% of those with an average level of education.
Full-time students and those with a low level of education as well as the self-employed, on the other
hand, were more inclined than others to believe in the efficiency of the Bulgarian justice system in
safeguarding the interests of consumers.
(For further details, see annex table 30.)
Flash EB No 295 - Consumer protection and consumer rights (BG - wave 3) Annex
page 29
Flash EB Series #295
Consumer protection and consumer rights
in Bulgaria
Wave3
Annex Tables and
Survey Details
THE GALLUP ORGANIZATION
Annex Flash EB No 295 - Consumer protection and consumer rights (BG - wave 3)
page 30
Annex tables
Table 1. Awareness of messages over the past weeks about consumer rights ..................................... 31
Table 2. The messages the respondents have seen/heard ..................................................................... 32
Table 3. Awareness of advertisements/news articles saying that respondents should stand up for their consumer rights ............................................................................................................ 33
Table 4. Awareness of messages about consumer rights regarding returning mobile phones,
holiday packages and hotels or consumer credit .................................................................. 34
Table 5. Awareness of messages about consumers knowing their rights not being cheated ................ 35
Table 6. The channels of messages about the consumer rights ............................................................ 36
Table 7. Usefulness of the information received through the information campaign .......................... 37
Table 8. Evaluation of the messages about the consumer rights – Easy to understand ....................... 38
Table 9. Evaluation of the messages about the consumer rights – Easy to remember ......................... 39
Table 10. Evaluation of the messages about the consumer rights – Convincing .................................. 40
Table 11. Asking advice in case of problem with a product, a service or a seller ................................ 41
Table 12. Main ways of finding information on consumer rights ........................................................ 42
Table 13. Awareness of institutions and organisations/associations dealing with protection of consumer rights - Unprompted ............................................................................................. 43
Table 14. Awareness of institutions and organisations/associations dealing with protection of
consumer rights - Prompted ................................................................................................. 44
Table 15. Consumer rights organisations that were asked for information .......................................... 45
Table 16. Trusted establishments ......................................................................................................... 46
Table 17. Opinion on the people working at Aktivni Potrebiteli / Bulgarian National Consumer
Association ........................................................................................................................... 47
Table 18. Opinion on the advice received from Aktivni Potrebiteli / Bulgarian National Consumer Association ......................................................................................................... 48
Table 19. Opinion on the handling of request at Aktivni Potrebiteli / Bulgarian National Consumer Association ......................................................................................................... 49
Table 20. Encouraging others to ask Aktivni Potrebiteli /Bulgarian National Consumer
Association for information or advice .................................................................................. 50
Table 21. Opinion on the people working at the European Consumer Centre in Sofia ........................ 51
Table 22. Opinion on the advice received from the European Consumer Centre in Sofia ................... 52
Table 23. Opinion on the handling of request at the European Consumer Centre in Sofia .................. 53
Table 24. Encouraging others to ask European Consumer Centre in Sofia for information or
advice ................................................................................................................................... 54
Table 25. Interest in an independent consumer rights magazine or website ........................................ 55
Table 26. Would you be prepared to pay? ............................................................................................ 56
Table 27. Support for an independent Bulgarian consumer rights association .................................... 57
Table 28. Consumer rights compared to other EU countries................................................................ 58
Table 29. Respecting consumer rights compared to other EU countries .............................................. 59
Table 30. Legal reprisals for cheating or misleading consumers ......................................................... 60
Flash EB No 295 - Consumer protection and consumer rights (BG - wave 3) Annex
page 31
Table 1. Awareness of messages over the past weeks about consumer rights
QUESTION: Q1a. Have you over the past weeks seen/heard messages about consumer rights?
Total N % Yes % No % DK/NA
TOTAL 1002 43.5 55.5 1
SEX
Male 520 39.6 59.5 1
Female 482 47.8 51.2 1
AGE (4 categories)
21 – 29 363 37.3 61.1 1.6
30 – 34 192 43 56.5 0.5
35 – 39 208 47.1 52.9 0
40 – 45 231 50.9 47.7 1.4
AGE (2 categories)
21 – 35 600 39.4 59.4 1.1
36 – 45 394 49.9 49.3 0.8
EDUCATION (end of)
Until 15 years of age 36 23.1 76.9 0
16 – 20 637 38.8 59.7 1.4
20 + 278 59.2 40.5 0.3
Still in education 38 29.6 70.4 0
URBANISATION
Metropolitan 180 44 55.4 0.6
Urban 628 44.9 54.4 0.7
Rural 186 40 58.4 1.6
OCCUPATION
Self-employed 106 53.5 42 4.5
Employee 357 52.1 47.4 0.5
Manual worker 250 32.9 66.2 0.9
Not working 284 38.6 61 0.4
Annex Flash EB No 295 - Consumer protection and consumer rights (BG - wave 3)
page 32
Table 2. The messages the respondents have seen/heard
QUESTION: Q1a_a_01-99. Can you please tell me what this/these message/s was/were?
Base: who have seen/heard over the past weeks messages about consumer rights
% of “Mentions” shown
To
tal
N
Th
e ex
act
slo
ga
n i
s m
enti
on
ed
Mes
sag
e a
bo
ut
con
sum
er r
igh
ts -
in
g
ener
al
Mes
sag
es a
bo
ut
con
sum
er r
igh
ts a
nd
m
ob
ile
ph
on
es r
epa
ir
Mes
sag
e a
bo
ut
con
sum
er r
igh
ts a
nd
h
oli
da
y p
ack
ag
es,
ho
tel
Mes
sag
e a
bo
ut
con
sum
er r
igh
ts a
nd
cr
edit
, b
an
ks
Mes
sag
es a
bo
ut
mo
bil
e p
ho
ne
rep
air
-
wit
ho
ut
men
tio
nin
g c
on
sum
er r
igh
ts
Mes
sag
e a
bo
ut
ho
lid
ay
pa
cka
ges
, h
ote
l -
wit
ho
ut
men
tio
nin
g c
on
sum
er r
igh
ts
Mes
sag
e a
bo
ut
con
sum
er c
red
it -
wit
ho
ut
men
tio
nin
g c
on
sum
er r
igh
ts
Mes
sag
es a
bo
ut
peo
ple
no
t k
no
win
g
thei
r ri
gh
ts a
s co
nsu
mer
in
Bu
lga
ria
Mes
sag
es a
bo
ut
chea
tin
g c
on
sum
er i
n
BG
Oth
er a
nsw
ers
DK
/NA
TOTAL 436 17.8 28.3 15 9 13.5 10.6 7.9 5.8 3.4 11.3 5.3 10.3
SEX
Male 206 14.3 26.3 14.7 7 12.4 12 8.3 5.4 2.6 12.6 5.3 14
Female 230 21 30.1 15.3 10.7 14.5 9.3 7.6 6.2 4.2 10.1 5.4 7
AGE (4
categories)
21 – 29 136 18.3 32.7 9.2 9.8 10 10.1 9.4 4.1 3.4 13.8 4.4 10.3
30 – 34 83 13.3 18.8 20 12.2 22.1 13.4 8.2 6.5 4.5 11 5.5 12.8
35 – 39 98 13.9 22.7 20.4 7.5 8.3 12.1 6.3 9.3 5.4 10.9 8 9.9
40 – 45 117 24.2 33.8 13.4 7.2 16.1 8.1 6.8 4.6 1.1 9.2 4.3 8.4
AGE (2
categories)
21 – 35 237 16.2 27.6 13.2 10.3 13.4 10.5 9.2 5 4.3 12.7 5 11.5
36 – 45 197 20 28.6 16.9 7.6 13.8 10.8 6.1 6.9 2.5 9.7 5.8 8.5
EDUCATION
(end of)
Until 15 years of age 8 21.2 10.6 36.5 0 21.1 25.9 0 40.6 0 0 0 27.7
16 – 20 247 20.7 25.1 17.5 8.1 13 10.2 8.7 3.6 3.1 11.7 5.1 11.9
20 + 164 13.8 33.8 10.1 11 13.2 9.9 5.8 8 3.9 10.3 4.9 8.1
Still in education 11 19.1 21.2 11 8.1 20.9 10 19.7 0 8 20.9 10 0
URBANISATION
Metropolitan 79 16.1 34.2 10.1 9.8 16.9 13.6 6.3 8.6 1.4 5.7 11.5 4.8
Urban 282 15.8 29.2 15.1 10.4 12.2 6.5 5.8 3.1 2.8 12.8 5.1 12.7
Rural 74 27.6 18.8 20.3 2.8 14.8 22.8 17.7 13.3 7.1 11.5 0 7.2
OCCUPATION
Self-employed 57 12.8 29.2 13.4 7.7 12.6 13.1 8.9 6.3 1.9 10.4 12.2 5.8
Employee 186 16.7 33.5 16.4 12.2 13.9 6.7 4.5 6.6 2.5 9.7 3.7 11.9
Manual worker 82 15.2 14.9 14.6 7.4 13.3 12.3 11.9 3.4 3.8 10.5 7.7 18.2
Not working 110 24.6 29.5 14.1 5.5 12.9 14.6 10.4 6.2 4.9 15.1 2.9 4.1
Flash EB No 295 - Consumer protection and consumer rights (BG - wave 3) Annex
page 33
Table 3. Awareness of advertisements/news articles saying that respondents should stand up for their consumer rights
QUESTION: Q1b. Have you over the past weeks seen/heard advertisements/news articles saying that you should
stand up for your consumer rights, not let them glide you from the slide, make you into monkey, send you for green
caviar?
Base: who haven’t seen/heard the exact slogan over the past week
Total N % Yes % No % DK/NA
TOTAL 924 61.9 36.6 1.5
SEX
Male 491 57.5 40.8 1.7
Female 434 66.9 31.9 1.2
AGE (4 categories)
21 – 29 339 63 35.3 1.7
30 – 34 181 59.8 39.2 1
35 – 39 194 65.5 33.8 0.7
40 – 45 202 58.5 39.1 2.3
AGE (2 categories)
21 – 35 562 62.3 36.1 1.6
36 – 45 355 61.2 37.4 1.3
EDUCATION (end of)
Until 15 years of age 34 24.7 66.3 9
16 – 20 586 59.2 39.2 1.5
20 + 255 69.7 29.6 0.7
Still in education 36 86.8 13.2 0
URBANISATION
Metropolitan 167 69.7 29.2 1.1
Urban 584 63.9 35.3 0.8
Rural 165 48.4 48.4 3.3
OCCUPATION
Self-employed 98 66.9 30.4 2.7
Employee 326 68.9 30.2 0.9
Manual worker 238 53.5 44.3 2.3
Not working 257 60 38.9 1.1
Annex Flash EB No 295 - Consumer protection and consumer rights (BG - wave 3)
page 34
Table 4. Awareness of messages about consumer rights regarding returning mobile phones, package holidays and hotels or consumer credit
QUESTION: Q1c. Have you over the past weeks seen/heard advertisement, messages, information about consumer
rights regarding returning mobile phones, holiday packages and hotels or consumer credit?
Base: who were not aware of the exact slogan or any advertisements/news articles about standing up for consumer rights
Total N % Yes % No % DK/NA
TOTAL 352 20 76.5 3.5
SEX
Male 209 21.6 73.8 4.6
Female 143 17.6 80.5 1.9
AGE (4 categories)
21 – 29 125 20.8 75.3 3.9
30 – 34 73 22.7 76 1.2
35 – 39 67 18.7 79.4 1.9
40 – 45 84 18.1 75.6 6.4
AGE (2 categories)
21 – 35 212 21.2 76.1 2.7
36 – 45 137 18.5 76.7 4.8
EDUCATION (end of)
Until 15 years of age 26 9.5 78.5 12
16 – 20 239 18.1 78.9 3
20 + 77 30.2 67 2.8
Still in education 5 26.3 73.7 0
URBANISATION
Metropolitan 51 25.3 73 1.8
Urban 211 22.4 75.6 2
Rural 85 10.6 83.3 6.1
OCCUPATION
Self-employed 33 35.5 59.1 5.4
Employee 101 21.6 76.3 2.1
Manual worker 111 20.9 74.9 4.1
Not working 103 13.4 83.7 3
Flash EB No 295 - Consumer protection and consumer rights (BG - wave 3) Annex
page 35
Table 5. Awareness of messages about consumers knowing their rights and not being cheated
QUESTION: Q1d. Have you over the past weeks seen/heard advertisements/news articles about consumers knowing
their rights, not being cheated?
Base: who have seen/heard over the past week ads/news articles regarding returning mobile phones, holiday packages and
hotels or consumer credit
Total N % Yes % No % DK/NA
TOTAL 70 22.8 69 8.2
SEX
Male 45 24.7 65 10.3
Female 25 19.5 76.1 4.4
AGE (4 categories)
21 – 29 26 18 68.7 13.2
30 – 34 17 33.3 58.2 8.5
35 – 39 13 22.9 77.1 0
40 – 45 15 19.7 74.4 5.8
AGE (2 categories)
21 – 35 45 22.8 66.4 10.8
36 – 45 25 23 73.5 3.5
EDUCATION (end of)
Until 15 years of age 2 0 100 0
16 – 20 43 25.7 68.9 5.4
20 + 23 21.2 64.2 14.5
Still in education 1 0 100 0
URBANISATION
Metropolitan 13 30.9 52.4 16.7
Urban 47 24.3 73.3 2.3
Rural 9 6.9 65.4 27.7
OCCUPATION
Self-employed 12 27.1 55.7 17.2
Employee 22 18 82 0
Manual worker 23 33.5 60.4 6.1
Not working 14 9 73.9 17.1
Annex Flash EB No 295 - Consumer protection and consumer rights (BG - wave 3)
page 36
Table 6. The channels of messages about consumer rights
QUESTION: Q2_1-9. Where did you see/hear this/these messages about consumer rights?
Base: who are aware of any kind of advertisement
% of “Mentioned” shown
To
tal
N
On
TV
On
ra
dio
In a
new
spa
per
/ m
ag
azi
ne
In a
bro
chu
re
/lea
flet
On
th
e in
tern
et
Fro
m f
am
ily
, fr
ien
ds,
co
llea
gu
es
Oth
er
DK
/NA
TOTAL 744 91.6 3.9 4.3 1.6 11.2 6.6 1.2 1.1
SEX
Male 365 91.5 6.1 4.8 2 10.9 6.6 1.3 0.9
Female 379 91.7 1.9 3.9 1.3 11.6 6.5 1.1 1.2
AGE (4 categories)
21 – 29 271 92.7 2.2 3.5 0.4 12 5.9 1.4 1.7
30 – 34 139 90.6 4.6 4.8 2.3 11.9 9.8 1.9 0.6
35 – 39 158 91.1 6 4.6 3.7 13.3 4.9 0.6 0.6
40 – 45 170 90.9 4.4 5 1.2 7.4 6.1 0.9 0.8
AGE (2 categories)
21 – 35 445 92.2 3.1 3.6 1.2 12.1 7 1.4 1.2
36 – 45 294 90.5 5.3 5.4 2.4 9.8 5.6 0.8 0.8
EDUCATION (end
of)
Until 15 years of age 15 91.7 0 0 0 0 0 8.3 0
16 – 20 455 92.9 4 4.3 1.2 10.1 7.7 0.5 0.9
20 + 230 87.3 4.8 5.4 2.9 14 6.1 1.7 1.7
Still in education 35 100 0 0 0 12.3 0 3.5 0
URBANISATION
Metropolitan 145 87.8 3.8 5.5 0 11.9 5.3 1.5 1.7
Urban 480 92.2 4.2 3.9 2 12.3 7.3 1.1 0.9
Rural 115 93.6 3 4.7 2.5 6.6 5.2 1.1 0.8
OCCUPATION
Self-employed 87 92.2 6.8 6 2.7 12.9 7.1 0 0
Employee 290 91.1 4 4.4 0.6 10.4 7 0.5 2.3
Manual worker 166 89.6 5.3 5.6 2.5 9.6 6.4 1.3 0
Not working 200 93.6 1.5 2.4 2 13.2 5.8 2.6 0.6
Flash EB No 295 - Consumer protection and consumer rights (BG - wave 3) Annex
page 37
Table 7. Usefulness of the information received through the information campaign
QUESTION: Q3a. Did you find the information you have received through these messages/this information
campaign…
Base: who are aware of any kind of advertisement
Total N
% Not
useful at
all
% Not
useful % Useful
% Very
useful
%
DK/NA
TOTAL 744 1.6 6.7 69.1 18.7 3.9
SEX
Male 365 2.3 7.1 68.5 17.9 4.2
Female 379 1 6.3 69.8 19.4 3.6
AGE (4 categories)
21 – 29 271 0 6.2 72.7 17.2 3.9
30 – 34 139 2.7 7.7 64.3 22.4 2.9
35 – 39 158 2.4 6.9 70.2 17.1 3.5
40 – 45 170 2.6 6.6 66 20.1 4.6
AGE (2 categories)
21 – 35 445 0.8 6.2 69.8 19.5 3.7
36 – 45 294 2.8 7.5 67.9 17.8 4
EDUCATION (end of)
Until 15 years of age 15 9.7 0 75.8 14.6 0
16 – 20 455 1.3 6.2 69.3 19.2 4
20 + 230 1.9 7.9 72 14 4.2
Still in education 35 0 9.7 50.1 37.1 3.1
URBANISATION
Metropolitan 145 3 6.8 71.9 14.4 3.9
Urban 480 1.4 6.4 70.4 17.8 4
Rural 115 0.8 7 60.3 28.4 3.5
OCCUPATION
Self-employed 87 8.5 10.3 59.8 16.8 4.5
Employee 290 0.6 5.3 72.7 16.5 5
Manual worker 166 0.5 6.5 71.1 20.4 1.4
Not working 200 1 7.3 66.6 21 4
Annex Flash EB No 295 - Consumer protection and consumer rights (BG - wave 3)
page 38
Table 8. Evaluation of the messages about consumer rights – Easy to understand
QUESTION: Q3_A. Did you find the information about your rights as a consumer of repair of faulty goods, holiday
packages, and consumer credit, provided through the campaign on consumer rights.... - Easy to understand
Base: who are aware of any kind of advertisement
Total N % Agree % Disagree % DK/NA
TOTAL 744 80.4 14.2 5.4
SEX
Male 365 77.9 15.9 6.2
Female 379 82.9 12.5 4.7
AGE (4 categories)
21 – 29 271 79 16 5.1
30 – 34 139 81.8 10.9 7.4
35 – 39 158 81.7 12 6.3
40 – 45 170 80.9 15.9 3.2
AGE (2 categories)
21 – 35 445 79.2 14.6 6.2
36 – 45 294 82.5 13.4 4
EDUCATION (end of)
Until 15 years of age 15 87.9 0 12.1
16 – 20 455 82.4 12.9 4.7
20 + 230 78.3 16.3 5.3
Still in education 35 60.8 26 13.2
URBANISATION
Metropolitan 145 78.4 16.3 5.3
Urban 480 81.2 14.1 4.6
Rural 115 80.7 11.4 7.9
OCCUPATION
Self-employed 87 81.9 15.9 2.3
Employee 290 82.1 12.9 5
Manual worker 166 79.6 12.7 7.8
Not working 200 77.9 16.6 5.5
Flash EB No 295 - Consumer protection and consumer rights (BG - wave 3) Annex
page 39
Table 9. Evaluation of the messages about consumer rights – Easy to remember
QUESTION: Q3_B. Did you find the information about your rights as a consumer of repair of faulty goods, holiday
packages, and consumer credit, provided through the campaign on consumer rights.... - Easy to remember
Base: who are aware of any kind of advertisement
Total N % Agree % Disagree % DK/NA
TOTAL 744 80.9 15 4.1
SEX
Male 365 79.4 17.6 3.1
Female 379 82.3 12.6 5.1
AGE (4 categories)
21 – 29 271 81 15.2 3.7
30 – 34 139 85.1 11 3.9
35 – 39 158 79.6 16.7 3.7
40 – 45 170 78.3 16.9 4.8
AGE (2 categories)
21 – 35 445 82.4 14.1 3.5
36 – 45 294 78.5 16.7 4.8
EDUCATION (end of)
Until 15 years of age 15 79.7 14.3 6
16 – 20 455 83.6 12.6 3.7
20 + 230 74.3 20.7 5
Still in education 35 83.7 13.1 3.1
URBANISATION
Metropolitan 145 79.4 16.8 3.9
Urban 480 81.2 15 3.7
Rural 115 80.6 13.5 6
OCCUPATION
Self-employed 87 78.8 19.2 2
Employee 290 78.8 15.8 5.4
Manual worker 166 84.5 12.3 3.2
Not working 200 81.6 14.5 3.9
Annex Flash EB No 295 - Consumer protection and consumer rights (BG - wave 3)
page 40
Table 10. Evaluation of the messages about consumer rights – Convincing
QUESTION: Q3_C. Did you find the information about your rights as a consumer of repair of faulty goods, holiday
packages, and consumer credit, provided through the campaign on consumer rights.... - Convincing
Base: who are aware of any kind of advertisement
Total N % Agree % Disagree % DK/NA
TOTAL 744 64.7 28.2 7.1
SEX
Male 365 61.1 32.1 6.8
Female 379 68.2 24.5 7.4
AGE (4 categories)
21 – 29 271 67.6 25.9 6.5
30 – 34 139 63.6 28.9 7.5
35 – 39 158 63.5 30.8 5.8
40 – 45 170 62.9 28.5 8.6
AGE (2 categories)
21 – 35 445 65.8 27.5 6.7
36 – 45 294 63.4 29.1 7.5
EDUCATION (end of)
Until 15 years of age 15 70.1 15.6 14.3
16 – 20 455 67 27.4 5.6
20 + 230 59.4 30.6 9.9
Still in education 35 60.7 32.6 6.7
URBANISATION
Metropolitan 145 62.8 28.4 8.8
Urban 480 64.8 29.2 6
Rural 115 68.4 23.1 8.5
OCCUPATION
Self-employed 87 52.8 41.1 6.2
Employee 290 65.8 25.9 8.3
Manual worker 166 66.9 26.9 6.2
Not working 200 66.1 27.4 6.5
Flash EB No 295 - Consumer protection and consumer rights (BG - wave 3) Annex
page 41
Table 11. Asking advice in case of problem with a product, a service or a seller
QUESTION: Q4. Where would you go for information or advice about your consumer rights if you have a problem
with a product, a service or a seller?
To
tal
N
% G
ov
ern
men
t, M
inis
try
, P
ub
lic
Au
tho
rity
% D
ial
ph
on
e n
um
ber
0 7
00
11
1 2
2
% A
kti
vn
i p
otr
ebit
eli/
Bu
lga
ria
n
Na
tio
na
l C
on
sum
er A
sso
cia
tio
n
% I
nd
epen
den
t c
on
sum
er
ass
oci
ati
on
% S
ho
pk
eep
ers,
sel
lers
or
se
rvic
e p
rov
ider
s
Fri
end
s a
nd
rel
ati
ves
% L
aw
yer
s
% T
he
EU
co
nta
ct p
oin
ts
% T
he
Eu
rop
ean
Co
nsu
mer
C
entr
e
% S
earc
h t
he
Inte
rnet
% O
ther
% D
K/N
A
TOTAL 1002 5.2 8.3 7.7 4.2 18 4.5 2.6 0 1 24.8 5.5 18.2
SEX
Male 520 6.6 7.6 6.1 3.5 17.6 4.9 2.3 0 1.5 22.9 6.5 20.4
Female 482 3.6 9 9.4 4.9 18.4 4 2.9 0 0.4 26.9 4.6 15.9
AGE (4
categories)
21 – 29 363 3.6 7.5 6.5 3.2 18.2 4.1 2.5 0 1.3 28.1 5.5 19.4
30 – 34 192 5.5 8.1 5.4 6.1 19.1 5.8 2.1 0 0 28.7 4.7 14.4
35 – 39 208 6.2 8.1 11 5 16.8 3.8 3.2 0 0.7 22.7 5 17.3
40 – 45 231 6.2 9.5 8.8 3.6 18 4.6 2.1 0 1.4 18.3 6.5 20.9
AGE (2
categories)
21 – 35 600 4.9 8 6.2 4.5 18.1 4.7 2.3 0 0.8 27.8 5.1 17.5
36 – 45 394 5.4 8.6 10.2 3.8 17.9 4.2 2.7 0 1.2 20.2 6 19.6
EDUCATION
(end of)
Until 15 years of age 36 7.6 9.8 7.7 0 18.6 11.8 0 0 0 9.1 4 31.4
16 – 20 637 4.8 8.6 6.8 4.7 19.5 5.2 2.9 0 1.3 20 5.5 20.9
20 + 278 5.4 6.9 11 3.9 15 2.4 2.1 0 0.4 35.2 6.5 11.3
Still in education 38 9.9 12.3 0 2.9 8.6 2.9 0 0 0 48.7 2.9 11.6
URBANISATION
Metropolitan 180 7.1 2.3 7.9 3.4 13.5 5.6 2.5 0 2.5 35 9.2 11
Urban 628 4.5 10.1 8.6 5 16.4 2.6 2.1 0 0.5 27.8 4.8 17.6
Rural 186 5.8 8.3 4.9 2.4 27.1 9.8 4.7 0 1.1 6.2 4.7 25.1
OCCUPATION
Self-employed 106 7.8 6 7.5 4.7 17.6 2.2 0.8 0 0 33.8 2.8 16.8
Employee 357 5.8 9 11.8 4.9 17.6 2.9 3.7 0 0 26.2 5.2 12.9
Manual worker 250 3.5 8.2 5 4.2 20.1 6.3 2.3 0 2.1 14.7 6.3 27.3
Not working 284 5 8.5 5.2 3.2 16.9 5.5 1.5 0 1.5 29.3 6.4 17.2
Annex Flash EB No 295 - Consumer protection and consumer rights (BG - wave 3)
page 42
Table 12. Main ways of finding information on consumer rights
QUESTION: Q5. How would you try to find information and advice about consumer rights?
To
tal
N
% B
y p
ho
ne
% S
earc
h o
n w
eb
% S
end
let
ter
% W
rite
e-m
ail
% G
o t
o w
ww
.
ak
tiv
nip
otr
ebit
eli.
bg
% O
ther
% D
K/N
A
TOTAL 1002 27.2 42.8 2 3.1 7.1 8.5 9.4
SEX
Male 520 27.4 41.4 2.1 2.5 4.9 10.1 11.5
Female 482 26.9 44.3 1.9 3.6 9.4 6.6 7.2
AGE (4
categories)
21 – 29 363 24.1 49 0.9 3.2 9.3 6.4 7.2
30 – 34 192 32.4 41.5 1.3 3.8 5.6 8.4 7
35 – 39 208 25.7 41.3 3.7 3.7 6.3 9.8 9.5
40 – 45 231 29.5 34.5 2.8 1.8 5.3 10.8 15.2
AGE (2
categories)
21 – 35 600 27.1 46 1 3.5 7.7 7.6 7
36 – 45 394 27.5 37.3 3.6 2.4 6 9.9 13.2
EDUCATION
(end of)
Until 15 years of age 36 26 19 4.7 0 0 10.2 40.1
16 – 20 637 29.8 39.5 2.3 2.2 5.9 10.1 10.2
20 + 278 21.4 52.2 1.3 6 9.1 5.4 4.6
Still in education 38 17.7 61.5 0 0 20.7 0 0
URBANISATION
Metropolitan 180 20.5 51.2 1.1 6.8 8.5 9 2.9
Urban 628 25.5 48.2 1.9 2.8 8.1 6.7 6.7
Rural 186 40.1 17.6 2.6 0.5 1.9 13.6 23.6
OCCUPATION
Self-employed 106 21.7 53.5 0.8 3.4 3 9.8 7.8
Employee 357 25.2 47.2 1.6 3.3 9.2 8.3 5.1
Manual worker 250 35.5 33.4 1.6 2.8 3.9 8.1 14.8
Not working 284 24.2 42.3 3.3 3 8.9 8 10.4
Flash EB No 295 - Consumer protection and consumer rights (BG - wave 3) Annex
page 43
Table 13. Awareness of institutions and organisations/associations dealing with the protection of consumer rights - Unprompted
QUESTION: Q6_01-99. What institutions and organizations/associations dealing with the protection of consumers'
rights do you know?
% of ”Mentioned” shown
To
tal
N
Th
e G
ov
ern
men
t, M
inis
try
Th
e C
om
mis
sio
n o
n
Co
nsu
mer
Pro
tect
ion
(K
PZ
)
A l
oca
l o
r re
gio
na
l co
nsu
mer
ass
oci
ati
on
A n
ati
on
al
con
sum
er
ass
oci
ati
on
Ak
tiv
ni
Po
treb
itel
i o
r B
ulg
ari
an
Na
tio
na
l C
on
sum
er A
sso
cia
tio
n
Sh
op
kee
per
s, s
elle
rs o
r
ba
nk
s
Fri
end
s a
nd
rel
ati
ves
La
wy
ers
Eu
rop
e D
irec
t
A c
on
sum
er
ma
ga
zin
e/A
kti
vn
e P
otr
ebit
el m
ag
azi
ne
Eu
rop
ean
Co
nsu
mer
Cen
tre
in S
ofi
a
DK
/NA
TOTAL 1002 8 42.4 7.5 6.2 7 7.2 6 5.9 0.1 0.6 2.4 46.0
SEX
Male 520 8.5 41.2 6.9 5.5 6.4 5.8 6.5 5.2 0.2 0.9 2.3 46.3
Female 482 7.4 43.6 8 6.9 7.6 8.7 5.5 6.6 0 0.4 2.4 45.6
AGE (4
categories)
21 – 29 363 6.7 35 6.3 4.1 6.5 8.1 8.2 4.8 0.3 1 2.6 53.6
30 – 34 192 11 43 7.8 8 7.7 8.7 5.4 6.5 0 0.7 2.6 41.9
35 – 39 208 6.9 45.3 9.7 7.4 6.9 4.6 3.4 7.3 0 0 0.9 43
40 – 45 231 8.3 50 7.3 7 7 7 4.4 5.1 0 0.7 3.3 41.1
AGE (2
categories)
21 – 35 600 7.7 38.8 6.8 5.6 6.4 8 6.8 5.1 0.2 0.8 2.4 49
36 – 45 394 8.3 47.3 8.6 7.2 7.7 6.1 4.2 6.6 0 0.4 2.4 42.1
EDUCATION
(end of)
Until 15 years of age 36 14.3 25 5.5 6.4 0 11.1 4.8 4.9 0 0 0 57.5
16 – 20 637 8.6 36.6 7.2 6.3 6.9 8.3 7.2 6.2 0.2 0.7 2.9 50.6
20 + 278 6.9 57 9.2 6.2 9.3 5.2 3.7 5.6 0 0.6 2 33
Still in education 38 2.4 46.4 2.9 0 0 0 7 3.3 0 0 0 50.7
URBANISATION
Metropolitan 180 6.2 53.5 3.3 5.4 7.7 3.4 3.4 5.1 0 0.4 3.4 36.3
Urban 628 6 39.9 8.4 6.5 7.7 5.4 6.1 4.9 0.2 0.7 2.1 48.9
Rural 186 16.3 41.6 7.8 6.2 4.2 17.3 8.4 10.2 0 0.8 2.4 44.3
OCCUPATION
Self-employed 106 7.5 48.4 5.6 8.1 9.9 4.5 4.8 4.2 0 0.8 1.6 41.6
Employee 357 7.5 49.8 9.5 7.6 10.2 5.5 3.2 8.4 0 0.8 2.2 38.3
Manual worker 250 8.4 33.8 6.7 6.1 3.1 8.4 8.4 4.8 0 0.6 2.2 54.8
Not working 284 8.5 38.3 6.3 3.8 5.3 9.3 8 4 0.4 0.4 3 49.5
Annex Flash EB No 295 - Consumer protection and consumer rights (BG - wave 3)
page 44
Table 14. Awareness of institutions and organisations/associations dealing with the protection of consumer rights - Prompted
QUESTION: Q7_A-I. Have you ever heard of:
% of “Yes” shown
Base: those who did not know the institutions or organizations dealing with the protection of consumers rights
Th
e G
ov
ern
men
t,
Min
istr
y
Th
e C
om
mis
sio
n o
n
Co
nsu
mer
Pro
tect
ion
A l
oca
l o
r re
gio
na
l co
nsu
mer
ass
oci
ati
on
Th
e F
eder
ati
on
of
Co
nsu
mer
s in
Bu
lga
ria
Th
e in
dep
end
ent
Un
ion
o
f co
nsu
mer
s in
Bu
lga
ria
Ak
tiv
ni
Po
treb
ite
li o
r B
ulg
ari
an
Na
tio
na
l C
on
sum
er A
sso
cia
tio
n
Eu
rop
e D
irec
t
A c
on
sum
er
ma
ga
zin
e/A
kti
vn
e P
otr
ebit
el m
ag
azi
ne
Eu
rop
ean
Co
nsu
mer
C
entr
e in
So
fia
TOTAL N 922 577 927 1002 1002 932 1001 996 978
TOTAL % 52.6 80.1 22.5 42.2 20.4 26.9 7.8 9.2 16.6
SEX
Male 50.4 76.2 21.6 38.7 17.6 22.7 5.9 9.9 14.9
Female 55 84.5 23.4 45.9 23.5 31.5 9.8 8.5 18.5
AGE (4
categories)
21 – 29 52.6 78.2 20.4 34.7 20.2 30.6 10.7 9.3 13.7
30 – 34 48.6 84.3 20.5 41.8 19.5 26.1 6.5 10.9 19.6
35 – 39 53.5 79.8 25.6 46.9 24.1 25.5 7 9.9 17.9
40 – 45 55 80.3 24.5 49.7 18.6 23.5 4.9 7.1 16.1
AGE (2
categories)
21 – 35 50.3 79.6 20.8 37.3 20.4 28.7 9.5 9.6 15.6
36 – 45 56.1 80.9 24.9 49.4 20.6 24.4 5.1 8.7 17.2
EDUCATION
(end of)
Until 15 years of
age 52.2 32.2 13.6 15.5 7 7.4 0 7.9 7.3
16 – 20 51.6 78.9 21.6 38.6 19.9 25.4 5.8 8.8 16.3
20 + 54.2 94.6 26.8 51.8 22.3 31.6 13 10.8 19
Still in education 55.9 100 16.6 54.8 29.5 37.1 9.1 9.1 12.3
URBANISATION
Metropolitan 36.3 85.5 13.8 56.1 25.5 30.6 11.9 13.6 28.6
Urban 55.4 85.4 26.7 42.4 21.6 30.5 8.3 9.8 15.1
Rural 59.2 58.3 17.7 28.8 12.2 12.2 2.2 3.5 10.7
OCCUPATION
Self-employed 57.5 81.9 28.2 48.6 14.2 25.9 8.5 10.5 14.3
Employee 52.4 90.7 23.3 49.1 21.8 33.1 9.6 9.3 19.9
Manual worker 54.4 72.3 23.6 37.5 22.2 23.8 4.5 9.9 16.9
Not working 48.9 75.9 18.6 35.2 19.7 22.9 8.1 7.8 12.7
Flash EB No 295 - Consumer protection and consumer rights (BG - wave 3) Annex
page 45
Table 15. Consumer rights organisations that were asked for information
QUESTION: Q8_A-H. Have you ever asked any of these (organization/magazine) for information or help?
% of “Yes” shown
Base: those who were aware of any organizations/associations dealing with the protection of consumer rights
To
tal
N
Th
e C
om
mis
sio
n o
n
Co
nsu
mer
Pro
tect
ion
Ak
tiv
ni
Po
treb
ite
li o
r B
ulg
ari
an
Na
tio
na
l C
on
sum
er A
sso
cia
tio
n
Th
e F
eder
ati
on
of
Co
nsu
mer
s in
B
ulg
ari
a
Th
e in
dep
end
ent
Un
ion
of
con
sum
ers
in
Bu
lga
ria
Th
e E
uro
pea
n
Co
nsu
mer
Cen
tre
in
So
fia
A c
on
sum
er
ma
ga
zin
e/A
kti
vn
e P
otr
ebit
el m
ag
azi
ne
TOTAL 947 8.7 1.3 0.9 1.1 0.5 0.5
SEX
Male 486 7.9 1.1 0.8 1.3 0.6 0.7
Female 461 9.6 1.5 1.1 0.8 0.3 0.2
AGE (4 categories)
21 – 29 340 5.8 1 0.3 0.3 0.4 0.4
30 – 34 184 9.9 1.7 2.2 2 0.5 0.5
35 – 39 198 13.5 2.3 1.2 2.3 0 0.7
40 – 45 217 7.7 0.4 0.7 0.4 1.1 0.4
AGE (2 categories)
21 – 35 564 8.3 1.2 0.9 0.9 0.4 0.4
36 – 45 376 9.2 1.5 1 1.5 0.6 0.6
EDUCATION (end
of)
Until 15 years of age 26 5.5 5.5 5.5 5.5 0 0
16 – 20 594 6 1.4 1 0.8 0.6 0.7
20 + 277 14.9 0.8 0.6 1.4 0.3 0
Still in education 38 6.3 0 0 0 0 0
URBANISATION
Metropolitan 172 11 1.4 0 0.8 1.1 0.7
Urban 605 9.3 1.6 1.5 1.2 0.3 0.5
Rural 162 4.6 0 0 0.9 0.5 0
OCCUPATION
Self-employed 101 13.2 1.4 1.4 0 0 0
Employee 350 10.8 0.9 1 1.9 0.3 0.7
Manual worker 228 5.5 0.4 0.8 0.6 0.7 0
Not working 263 7.1 2.5 0.9 0.9 0.8 0.8
Annex Flash EB No 295 - Consumer protection and consumer rights (BG - wave 3)
page 46
Table 16. Trusted establishments
QUESTION: Q9. Who would you trust to give you correct information and advice on your consumer rights?
To
tal
N
% T
he
Go
ver
nm
ent,
Min
istr
y
% T
he
Co
mm
issi
on
on
Co
nsu
mer
P
rote
ctio
n
% A
lo
cal
or
reg
ion
al
con
sum
er
ass
oci
ati
on
% A
na
tio
na
l co
nsu
mer
ass
oci
ati
on
% A
kti
vn
i P
otr
ebit
eli
or
Bu
lga
ria
n
Na
tio
na
l C
on
sum
er A
sso
cia
tio
n
% S
ho
pk
eep
ers,
sel
lers
or
ba
nk
s
% F
rien
ds
an
d r
ela
tiv
es
% L
aw
yer
s
% E
uro
pe
Dir
ect
% A
co
nsu
mer
ma
ga
zin
e/A
kti
vn
e P
otr
ebit
el m
ag
azi
ne
% E
uro
pea
n C
on
sum
er C
entr
e in
S
ofi
a
% D
K/N
A
TOTAL 1002 2 37.2 6.1 2.4 4.8 3.9 13.2 11.6 0.1 0.1 4 14.7
SEX
Male 520 2.2 33 5.9 1.2 4.1 4.7 15 13.6 0 0.2 4.5 15.7
Female 482 1.8 41.8 6.4 3.7 5.5 3.1 11.2 9.3 0.2 0 3.5 13.5
AGE (4
categories)
21 – 29 363 1.9 38.3 2.8 1.9 5.7 4.1 16.9 11.5 0 0 4.1 12.7
30 – 34 192 1.2 39.3 8.6 3.8 2.5 3.1 13.8 14.9 0 0 2.7 10
35 – 39 208 0.4 31.8 9 2.4 6.2 4 12.7 12 0.4 0 5.6 15.6
40 – 45 231 4.3 38.5 6.4 2 4.1 4.4 7.3 8.3 0 0.4 3.8 20.6
AGE (2
categories)
21 – 35 600 1.5 38.5 4.9 2.5 4.9 3.5 16 12.9 0 0 3.5 11.8
36 – 45 394 2.7 35.2 7.8 2.2 4.7 4.7 9 9.3 0.2 0.2 4.9 18.9
EDUCATION
(end of)
Until 15 years of
age 36 0 20.4 0 0 0 10.1 20.4 12.9 0 0 8 28.3
16 – 20 637 2.2 35 7.1 1.8 4.7 4.7 14.3 10.7 0 0.1 2.7 16.7
20 + 278 1.8 45.4 5.3 4.1 5.4 1.5 9 12.8 0.3 0 5.6 8.7
Still in education 38 2.9 35.1 3.3 2.9 6.2 0 17.3 14.8 0 0 8.8 8.7
URBANISATION
Metropolitan 180 1.3 40.3 0.9 4 3.2 3.7 15.7 13.6 0 0 5.9 11.2
Urban 628 1.9 38.5 8.1 2.1 6.2 3.1 10.7 11.9 0.1 0.1 4.2 12.9
Rural 186 3.1 30.6 3.8 1.8 1.6 7.1 19.1 8.2 0 0 1.8 23.1
OCCUPATION
Self-employed 106 0.8 29.8 9.1 2.3 3.8 4.1 10.3 18.4 0 0 4.4 17
Employee 357 1.8 42.5 8.1 2.6 5.3 2.2 9.6 12.2 0.2 0.2 3 12.2
Manual worker 250 1.8 32.6 5.1 2.3 4.8 6 15.8 13.2 0 0 3.4 15
Not working 284 3 37.6 3.5 2.2 4.5 4.3 16.8 6.5 0 0 5.3 16.5
Flash EB No 295 - Consumer protection and consumer rights (BG - wave 3) Annex
page 47
Table 17. Opinions about the people working at Aktivni Potrebiteli/Bulgarian National Consumer Association
QUESTION: Q10_A. Please tell me whether you agree or disagree with the following statements regarding the service
received from Aktivni Potrebiteli /Bulgarian National Consumer Association - The people working at Aktivni
Potrebiteli /Bulgarian National Consumer Association were helpful
Base: those who asked the Aktivni Potrebiteli / Bulgarian National Consumer Association for information or help
Total N
% Totally
disagree
%
Somewhat
disagree
%
Somewhat
agree
% Totally
agree
%
DK/NA
TOTAL 12 9.2 0 31.5 50.3 9.1
SEX
Male 5 0 0 0 100 0
Female 7 16.1 0 55.2 12.8 15.9
AGE (4 categories)
21 – 29 3 33.6 0 33.1 0 33.3
30 – 34 3 0 0 28 72 0
35 – 39 5 0 0 38.7 61.3 0
40 – 45 1 0 0 0 100 0
AGE (2 categories)
21 – 35 6 16.9 0 30.6 35.7 16.8
36 – 45 5 0 0 32.6 67.4 0
EDUCATION (end of)
Until 15 years of age 1 0 0 0 100 0
16 – 20 8 13.4 0 35 38.4 13.2
20 + 2 0 0 38.4 61.6 0
Still in education 0 0 0 0 0 0
URBANISATION
Metropolitan 2 0 0 38.4 61.6 0
Urban 10 11.4 0 29.8 47.5 11.3
Rural 0 0 0 0 0 0
OCCUPATION
Self-employed 1 0 0 0 100 0
Employee 3 0 0 28.1 71.9 0
Manual worker 1 0 0 0 100 0
Not working 6 16.9 0 44.4 21.9 16.7
Annex Flash EB No 295 - Consumer protection and consumer rights (BG - wave 3)
page 48
Table 18. Opinions about the advice received from Aktivni Potrebiteli/Bulgarian National Consumer Association
QUESTION: Q10_B. Please tell me whether you agree or disagree with the following statements regarding the service
received from Aktivni Potrebiteli /Bulgarian National Consumer Association - The advice received from Aktivni
Potrebiteli /Bulgarian National Consumer Association was useful
Base: those who asked the Aktivni Potrebiteli / Bulgarian National Consumer Association for information or help
Total N
% Totally
disagree
%
Somewhat
disagree
%
Somewhat
agree
% Totally
agree
%
DK/NA
TOTAL 12 11.9 0 38.8 40.3 9.1
SEX
Male 5 27.7 0 17 55.4 0
Female 7 0 0 55.2 28.9 15.9
AGE (4 categories)
21 – 29 3 0 0 33.1 33.6 33.3
30 – 34 3 0 0 28 72 0
35 – 39 5 30.8 0 38.7 30.4 0
40 – 45 1 0 0 100 0 0
AGE (2 categories)
21 – 35 6 0 0 30.6 52.7 16.8
36 – 45 5 25.9 0 48.5 25.6 0
EDUCATION (end of)
Until 15 years of age 1 100 0 0 0 0
16 – 20 8 0 0 45.6 41.2 13.2
20 + 2 0 0 38.4 61.6 0
Still in education 0 0 0 0 0 0
URBANISATION
Metropolitan 2 0 0 38.4 61.6 0
Urban 10 14.8 0 38.8 35.1 11.3
Rural 0 0 0 0 0 0
OCCUPATION
Self-employed 1 0 0 0 100 0
Employee 3 0 0 55.6 44.4 0
Manual worker 1 0 0 0 100 0
Not working 6 21.9 0 44.4 16.9 16.7
Flash EB No 295 - Consumer protection and consumer rights (BG - wave 3) Annex
page 49
Table 19. Opinions about the handling of a request at Aktivni Potrebiteli/Bulgarian National Consumer Association
QUESTION: Q10_C. Please tell me whether you agree or disagree with the following statements regarding the service
received from Aktivni Potrebiteli /Bulgarian National Consumer Association - The handling of my request at Aktivni
Potrebiteli /Bulgarian National Consumer Association was effective
Base: those who asked the Aktivni Potrebiteli / Bulgarian National Consumer Association for information or help
Total N
% Totally
disagree
%
Somewhat
disagree
%
Somewhat
agree
% Totally
agree
%
DK/NA
TOTAL 12 0 11.9 31.2 56.9 0
SEX
Male 5 0 27.7 17 55.4 0
Female 7 0 0 42 58 0
AGE (4 categories)
21 – 29 3 0 0 33.1 66.9 0
30 – 34 3 0 0 28 72 0
35 – 39 5 0 30.8 19.2 49.9 0
40 – 45 1 0 0 100 0 0
AGE (2 categories)
21 – 35 6 0 0 30.6 69.4 0
36 – 45 5 0 25.9 32.1 42 0
EDUCATION (end of)
Until 15 years of age 1 0 100 0 0 0
16 – 20 8 0 0 45.6 54.4 0
20 + 2 0 0 0 100 0
Still in education 0 0 0 0 0 0
URBANISATION
Metropolitan 2 0 0 38.4 61.6 0
Urban 10 0 14.8 29.5 55.7 0
Rural 0 0 0 0 0 0
OCCUPATION
Self-employed 1 0 0 0 100 0
Employee 3 0 0 55.6 44.4 0
Manual worker 1 0 0 0 100 0
Not working 6 0 21.9 30.5 47.5 0
Annex Flash EB No 295 - Consumer protection and consumer rights (BG - wave 3)
page 50
Table 20. Encouraging others to ask Aktivni Potrebiteli/Bulgarian National Consumer Association for information or advice
QUESTION: Q11. Would you encourage your friends or relatives to ask Aktivni Potrebiteli/ Bulgarian National
Consumer Association for information and /or advice?
Base: those who asked the Aktivni Potrebiteli / Bulgarian National Consumer Association for information or help
Total N
% No,
definitely
not
% No,
probably
not
% Yes,
probably
% Yes,
definitely
%
DK/NA
TOTAL 12 0 0 28.2 71.8 0
SEX
Male 5 0 0 44.6 55.4 0
Female 7 0 0 15.8 84.2 0
AGE (4 categories)
21 – 29 3 0 0 33.1 66.9 0
30 – 34 3 0 0 0 100 0
35 – 39 5 0 0 30.8 69.2 0
40 – 45 1 0 0 100 0 0
AGE (2 categories)
21 – 35 6 0 0 16.7 83.3 0
36 – 45 5 0 0 41.8 58.2 0
EDUCATION (end of)
Until 15 years of age 1 0 0 100 0 0
16 – 20 8 0 0 23.8 76.2 0
20 + 2 0 0 0 100 0
Still in education 0 0 0 0 0 0
URBANISATION
Metropolitan 2 0 0 0 100 0
Urban 10 0 0 35.1 64.9 0
Rural 0 0 0 0 0 0
OCCUPATION
Self-employed 1 0 0 0 100 0
Employee 3 0 0 27.6 72.4 0
Manual worker 1 0 0 0 100 0
Not working 6 0 0 38.6 61.4 0
Flash EB No 295 - Consumer protection and consumer rights (BG - wave 3) Annex
page 51
Table 21. Opinions about the people working at the European Consumer Centre in Sofia
QUESTION: Q12_A. Please tell me whether you agree or disagree with the following statements regarding the service
received from the European Consumer Centre in Sofia - The people working at the ECC were helpful
Base: those who asked the European Consumer Centre in Sofia for information or help
Total N
% Totally
disagree
%
Somewhat
disagree
%
Somewhat
agree
% Totally
agree
%
DK/NA
TOTAL 4 19.4 27.5 0 39 14.2
SEX
Male 3 29.4 41.6 0 29 0
Female 2 0 0 0 58.2 41.8
AGE (4 categories)
21 – 29 1 0 100 0 0 0
30 – 34 1 0 0 0 100 0
35 – 39 0 0 0 0 0 0
40 – 45 2 36.8 0 0 36.4 26.9
AGE (2 categories)
21 – 35 2 0 58.1 0 41.9 0
36 – 45 2 36.8 0 0 36.4 26.9
EDUCATION (end of)
Until 15 years of age 0 0 0 0 0 0
16 – 20 4 0 34.1 0 48.3 17.6
20 + 1 100 0 0 0 0
Still in education 0 0 0 0 0 0
URBANISATION
Metropolitan 2 0 65.9 0 0 34.1
Urban 2 0 0 0 100 0
Rural 1 100 0 0 0 0
OCCUPATION
Self-employed 0 0 0 0 0 0
Employee 1 0 0 0 100 0
Manual worker 2 57.8 0 0 0 42.2
Not working 2 0 58.9 0 41.1 0
Annex Flash EB No 295 - Consumer protection and consumer rights (BG - wave 3)
page 52
Table 22. Opinions about the advice received from the European Consumer Centre in Sofia
QUESTION: Q12_B. Please tell me whether you agree or disagree with the following statements regarding the service
received from the European Consumer Centre in Sofia - The advice received from the ECC was useful
Base: those who asked the European Consumer Centre in Sofia for information or help
Total N
% Totally
disagree
%
Somewhat
disagree
%
Somewhat
agree
% Totally
agree
%
DK/NA
TOTAL 4 38.6 27.5 0 19.8 14.2
SEX
Male 3 58.4 41.6 0 0 0
Female 2 0 0 0 58.2 41.8
AGE (4 categories)
21 – 29 1 0 100 0 0 0
30 – 34 1 0 0 0 100 0
35 – 39 0 0 0 0 0 0
40 – 45 2 73.1 0 0 0 26.9
AGE (2 categories)
21 – 35 2 0 58.1 0 41.9 0
36 – 45 2 73.1 0 0 0 26.9
EDUCATION (end of)
Until 15 years of age 0 0 0 0 0 0
16 – 20 4 23.8 34.1 0 24.5 17.6
20 + 1 100 0 0 0 0
Still in education 0 0 0 0 0 0
URBANISATION
Metropolitan 2 0 65.9 0 0 34.1
Urban 2 49.2 0 0 50.8 0
Rural 1 100 0 0 0 0
OCCUPATION
Self-employed 0 0 0 0 0 0
Employee 1 0 0 0 100 0
Manual worker 2 57.8 0 0 0 42.2
Not working 2 41.1 58.9 0 0 0
Flash EB No 295 - Consumer protection and consumer rights (BG - wave 3) Annex
page 53
Table 23. Opiniona about the handling of requests at the European Consumer Centre in Sofia
QUESTION: Q12_C. Please tell me whether you agree or disagree with the following statements regarding the service
received from the European Consumer Centre in Sofia - The handling of my request at the ECC was effective
Base: those who asked the European Consumer Centre in Sofia for information or help
Total N
% Totally
disagree
%
Somewhat
disagree
%
Somewhat
agree
% Totally
agree
%
DK/NA
TOTAL 4 19.2 0 27.5 39.2 14.2
SEX
Male 3 29 0 41.6 29.4 0
Female 2 0 0 0 58.2 41.8
AGE (4 categories)
21 – 29 1 0 0 100 0 0
30 – 34 1 0 0 0 100 0
35 – 39 0 0 0 0 0 0
40 – 45 2 36.4 0 0 36.8 26.9
AGE (2 categories)
21 – 35 2 0 0 58.1 41.9 0
36 – 45 2 36.4 0 0 36.8 26.9
EDUCATION (end of)
Until 15 years of age 0 0 0 0 0 0
16 – 20 4 23.8 0 34.1 24.5 17.6
20 + 1 0 0 0 100 0
Still in education 0 0 0 0 0 0
URBANISATION
Metropolitan 2 0 0 65.9 0 34.1
Urban 2 49.2 0 0 50.8 0
Rural 1 0 0 0 100 0
OCCUPATION
Self-employed 0 0 0 0 0 0
Employee 1 0 0 0 100 0
Manual worker 2 0 0 0 57.8 42.2
Not working 2 41.1 0 58.9 0 0
Annex Flash EB No 295 - Consumer protection and consumer rights (BG - wave 3)
page 54
Table 24. Encouraging others to ask the European Consumer Centre in Sofia for information or advice
QUESTION: Q13. Would you encourage your friends or relatives to ask the European Consumer Centre in Sofia for
information and /or advice?
Base: those who asked the European Consumer Centre in Sofia for information or help
Total N
% No,
definitely
not
% No,
probably
not
% Yes,
probably
% Yes,
definitely
%
DK/NA
TOTAL 4 19.2 0 27.5 39.2 14.2
SEX
Male 3 29 0 41.6 29.4 0
Female 2 0 0 0 58.2 41.8
AGE (4 categories)
21 – 29 1 0 0 100 0 0
30 – 34 1 0 0 0 100 0
35 – 39 0 0 0 0 0 0
40 – 45 2 36.4 0 0 36.8 26.9
AGE (2 categories)
21 – 35 2 0 0 58.1 41.9 0
36 – 45 2 36.4 0 0 36.8 26.9
EDUCATION (end of)
Until 15 years of age 0 0 0 0 0 0
16 – 20 4 23.8 0 34.1 24.5 17.6
20 + 1 0 0 0 100 0
Still in education 0 0 0 0 0 0
URBANISATION
Metropolitan 2 0 0 65.9 0 34.1
Urban 2 49.2 0 0 50.8 0
Rural 1 0 0 0 100 0
OCCUPATION
Self-employed 0 0 0 0 0 0
Employee 1 0 0 0 100 0
Manual worker 2 0 0 0 57.8 42.2
Not working 2 41.1 0 58.9 0 0
Flash EB No 295 - Consumer protection and consumer rights (BG - wave 3) Annex
page 55
Table 25. Interest in an independent consumer rights magazine or website
QUESTION: Q14_A. Would you be interested in an independent consumer magazine or website that gives you
results of independent comparative tests of the quality of products and services such as washing machines, mobile
phones, and food products ?
% of “Yes” shown
Total N Magazine Website
TOTAL 1002 42.6 57.9
SEX
Male 520 36.4 50.9
Female 482 49.2 65.4
AGE (4 categories)
21 – 29 363 44.4 63.6
30 – 34 192 43 59.4
35 – 39 208 43.8 56.9
40 – 45 231 39 48
AGE (2 categories)
21 – 35 600 44.4 62.6
36 – 45 394 40.2 50.4
EDUCATION (end of)
Until 15 years of age 36 23.7 23
16 – 20 637 40.2 53.1
20 + 278 47.3 70.4
Still in education 38 60.9 85.1
URBANISATION
Metropolitan 180 47.8 66.7
Urban 628 45.9 64.9
Rural 186 28.2 28.2
OCCUPATION
Self-employed 106 43.8 64.6
Employee 357 46.1 63.1
Manual worker 250 35.5 47.7
Not working 284 44.7 58.8
Annex Flash EB No 295 - Consumer protection and consumer rights (BG - wave 3)
page 56
Table 26. Would you be prepared to pay?
QUESTION: Q15. Would you be prepared to pay
Total N
% 20 leva
for a
subscription
(10
magazines
per year)
% 3 leva
for a
single
magazine
at a kiosk
% 2 leva by
credit/debit
card for the
results of a
test via the
website
bnap.org
% 12 leva
for a one
year period
of access to
results of
comparative
tests on the
website
bnap.org
%
DK/NA
TOTAL 1002 3.4 14 6.3 7.8 68.5
SEX
Male 520 2.7 14.4 5.2 7.4 70.3
Female 482 4.1 13.5 7.5 8.3 66.6
AGE (4 categories)
21 – 29 363 4.3 14.2 8.1 8.6 64.7
30 – 34 192 0.9 12.4 6.2 6.4 74.1
35 – 39 208 4.4 14.1 4.8 9.5 67.3
40 – 45 231 3.1 14.3 5.1 6.6 70.9
AGE (2 categories)
21 – 35 600 2.9 13.2 7.4 7.9 68.5
36 – 45 394 4.1 14.8 4.7 7.9 68.4
EDUCATION (end of)
Until 15 years of age 36 0 9.8 3.4 7.4 79.4
16 – 20 637 4.4 12.9 6.6 5.9 70.2
20 + 278 2.1 14.7 5.9 11.3 66
Still in education 38 0 31 9.2 15.2 44.7
URBANISATION
Metropolitan 180 3.8 17.5 6.1 10.1 62.5
Urban 628 3.1 14.6 7.4 8.6 66.4
Rural 186 4 9.3 2.9 3.5 80.2
OCCUPATION
Self-employed 106 1.7 24.8 3.4 7 63.2
Employee 357 2.5 14.6 6.4 9.6 67
Manual worker 250 6.1 9.7 5.3 4.3 74.6
Not working 284 2.8 13.2 8.2 9.2 66.5
Flash EB No 295 - Consumer protection and consumer rights (BG - wave 3) Annex
page 57
Table 27. Support for an independent Bulgarian consumer rights association
QUESTION: Q16_A-E. Would you be willing to support an independent Bulgarian consumer association by paying
an annual membership fee...?
% of “Yes” shown
To
tal
N
Of
12 l
eva
, if
th
is i
ncl
ud
ed o
n-l
ine
acc
ess
to 1
0 i
ssu
es o
f a
n i
nd
epe
nd
ent
con
sum
er
ma
ga
zin
e w
ith
res
ult
s o
f co
mp
ara
tiv
e te
sts
of
pro
du
cts
an
d s
erv
ices
Of
20
lev
a,
if t
his
in
clu
ded
10
iss
ue
s o
f a
n
ind
epen
de
nt
con
sum
er m
ag
azi
ne
wit
h
resu
lts
of
com
pa
rati
ve
test
s o
f p
rod
uct
s a
nd
ser
vic
es
plu
s th
e p
rin
ted
ver
sio
n a
s w
ell
Of
40
lev
a,
if t
his
in
clu
ded
on
-lin
e a
cces
s to
10
iss
ues
(p
rin
t a
nd
) o
f a
n i
nd
epen
de
nt
con
sum
er m
ag
azi
ne
wit
h r
esu
lts
of
com
pa
rati
ve
test
s o
f p
rod
uct
s a
nd
ser
vic
es
plu
s th
e p
rin
ted
ver
sio
n a
s w
ell
, p
lus
leg
al
ad
vic
e if
nee
ded
Giv
ing
th
is a
sso
cia
tio
n a
per
cen
tag
e o
f y
ou
r ta
xes
in
stea
d o
f p
ay
ing
th
em t
o t
he
Go
ver
nm
ent
Giv
ing
th
is a
sso
cia
tio
n a
do
na
tio
n w
hic
h
yo
u c
an
ded
uct
fro
m y
ou
r in
com
e ta
xes
TOTAL 1002 18.9 9.9 6.9 28.6 27.3
SEX
Male 520 17.8 10.6 7.5 29.1 29.1
Female 482 20 9.2 6.3 28 25.4
AGE (4 categories)
21 – 29 363 21.5 15.3 8.6 30.4 29.2
30 – 34 192 12.3 5.7 6.5 24.8 27.1
35 – 39 208 23.9 10.2 6.5 34.6 30.4
40 – 45 231 15.3 4.9 5.4 24.1 22.3
AGE (2 categories)
21 – 35 600 18.4 11.8 8 29 28.1
36 – 45 394 19.3 7.1 5.5 28.4 26.5
EDUCATION (end
of)
Until 15 years of age 36 9.8 3.4 0 19 10.8
16 – 20 637 18.6 11.4 7.6 27.1 25.8
20 + 278 17.5 7.3 5.9 31.7 30.5
Still in education 38 42.6 15.7 12.4 39.4 43.2
URBANISATION
Metropolitan 180 22.3 11.1 8 32.2 29.9
Urban 628 21.3 11.6 8.3 31.4 30.4
Rural 186 8 3.8 1.7 16.3 15.1
OCCUPATION
Self-employed 106 30.5 18.3 14.2 35.1 33.7
Employee 357 16.8 8.2 6.4 29.4 27.3
Manual worker 250 17.1 9.9 6.6 27.9 26.2
Not working 284 18.9 9.2 5.2 26.3 26.5
Annex Flash EB No 295 - Consumer protection and consumer rights (BG - wave 3)
page 58
Table 28. Consumer rights compared to other EU countries
QUESTION: Q17. Compared to other EU countries, do you think consumers in Bulgaria have the same, less or more
consumer rights and protection?
Total N % Same % Less % More % DK/NA
TOTAL 1002 17.7 72.1 2 8.2
SEX
Male 520 17 71.5 2.1 9.5
Female 482 18.4 72.7 2 6.9
AGE (4 categories)
21 – 29 363 19.1 69.9 2.6 8.4
30 – 34 192 19 74 2.1 4.8
35 – 39 208 15.9 73.4 1.5 9.2
40 – 45 231 15.4 72.8 1.6 10.2
AGE (2 categories)
21 – 35 600 18.9 71.6 2.3 7.2
36 – 45 394 15.5 72.9 1.7 9.9
EDUCATION (end of)
Until 15 years of age 36 16.9 47 6.8 29.3
16 – 20 637 15.2 75.4 1.5 7.9
20 + 278 21.9 69.2 2.6 6.4
Still in education 38 24.5 66 2.9 6.5
URBANISATION
Metropolitan 180 15.2 75.1 1.3 8.4
Urban 628 19 72.4 2.3 6.3
Rural 186 15.9 67.3 1.9 14.9
OCCUPATION
Self-employed 106 16.3 71.9 0 11.8
Employee 357 15.2 76.2 2 6.6
Manual worker 250 20.2 70.6 2.2 7.1
Not working 284 18.6 68.5 2.8 10.2
Flash EB No 295 - Consumer protection and consumer rights (BG - wave 3) Annex
page 59
Table 29. Respecting consumer rights compared to other EU countries
QUESTION: Q18. Do you think sellers in Bulgaria respect consumer rights and protection rules the same, less or
more?
Total N % Same % Less % More % DK/NA
TOTAL 1002 5.7 86 0.9 7.4
SEX
Male 520 6.3 85.2 1 7.5
Female 482 5 86.9 0.9 7.2
AGE (4 categories)
21 – 29 363 5.1 86.2 1.4 7.3
30 – 34 192 7.5 86 0 6.6
35 – 39 208 5.4 87.4 1.3 5.9
40 – 45 231 5.5 83.9 0.8 9.8
AGE (2 categories)
21 – 35 600 5.8 86.3 0.8 7.1
36 – 45 394 5.6 85.3 1.2 7.9
EDUCATION (end of)
Until 15 years of age 36 3.9 65.1 5.9 25.1
16 – 20 637 6.2 85.7 0.4 7.6
20 + 278 4.2 89.8 0.9 5.1
Still in education 38 8.8 85.6 2.4 3.3
URBANISATION
Metropolitan 180 5.5 89.1 1.2 4.1
Urban 628 4.7 87.6 0.7 6.9
Rural 186 8.9 77.3 1.5 12.3
OCCUPATION
Self-employed 106 6.9 83.5 0 9.6
Employee 357 4.2 88.6 0.6 6.6
Manual worker 250 6.8 82.2 2.3 8.7
Not working 284 6 86.9 0.5 6.6
Annex Flash EB No 295 - Consumer protection and consumer rights (BG - wave 3)
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Table 30. Legal reprisals for cheating or misleading consumers
QUESTION: Q19. In general, would you say that the Bulgarian justice system is efficient in punishing businesses that
mislead or cheat consumers?
Total N % Yes % No % DK/NA
TOTAL 1002 9.3 78.9 11.8
SEX
Male 520 9.7 79 11.3
Female 482 8.8 78.8 12.4
AGE (4 categories)
21 – 29 363 8.9 78.1 13
30 – 34 192 9.6 82.4 8
35 – 39 208 6.5 80.1 13.4
40 – 45 231 12.4 76.8 10.8
AGE (2 categories)
21 – 35 600 8.8 79.2 12
36 – 45 394 10.3 78.8 10.9
EDUCATION (end of)
Until 15 years of age 36 14.6 49.2 36.3
16 – 20 637 9.7 78.5 11.8
20 + 278 6.5 85.2 8.4
Still in education 38 15 76.5 8.5
URBANISATION
Metropolitan 180 11.1 80.1 8.8
Urban 628 9.5 79.4 11.1
Rural 186 7.1 75.1 17.8
OCCUPATION
Self-employed 106 12.7 77.1 10.2
Employee 357 8.5 83.8 7.7
Manual worker 250 7.6 76.1 16.3
Not working 284 10.3 76.3 13.3
Flash EB No 295 - Consumer protection and consumer rights (BG - wave 3) Annex
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Survey details
This “Flash 295 – Consumer protection and consumer rights Special Target Survey, Bulgaria - wave
3" was conducted for the European Commission, Directorate-General SANCO, Health and Consumer
Protection.
Telephone interviews were conducted in Bulgaria between 14-18 December 2010 the by our Bulgarian
partner institute Vitosha Research.
Representativeness of the results
The national sample was representative of the population aged between 21 and 45 years.
Sample Size
The planned sample size was n=1000 respondents in Bulgaria. In total, n=1002 interviews were
conducted.
A weighting factor was applied to the national results in order to compute a marginal total for the
country in proportion to its population.
Questionnaire
1. The questionnaire prepared for this survey is reproduced at the end of this results volume, in English
(see hereafter).
2. The institute translated the questionnaire in their national language.
Table of results
VOLUME B: RESPONDENTS’ DEMOGRAPHICS
The VOLUME C presents the Bulgarian results with the following socio-demographic characteristics
of respondents as breakdowns:
Sex (Male, Female)
Age (21-29, 30-34, 35-39, 40-45)
Age (21-35, 36-45)
Education (-15, 16-20, 21+, Still in full time education)
Subjective urbanisation (Metropolitan zone, other town/urban centre, rural zone)
Occupation (Self-employed, Employee, Manual worker, Not working)
Annex Flash EB No 295 - Consumer protection and consumer rights (BG - wave 3)
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Sampling error
Surveys are designed and conducted to provide an estimate of a true value of characteristics of a
population at a given time. An estimate of a survey is unlikely to exactly equal the true population
quantity of interest for a variety of reasons. One of these reasons is that data in a survey are collected
from only some – a sample of – members of the population, to make data collection cheaper and faster.
The “margin of error” is a common summary of sampling error, which quantifies uncertainty about
(or confidence in) a survey result.
Usually, one calculates a 95 percent confidence interval of the format: survey estimate +/- margin of
error. This interval of values will contain the true population value at least 95% of time.
For example, if it was estimated that 45% of EU citizens are in favour of a single European currency
and this estimate is based on a sample of 100 EU citizens, the associated margin of error is about 10
percentage points. The 95 percent confidence interval for support for a European single currency
would be (45%-10%) to (45%+10%), suggesting that in the EU the support for a European single
currency could range from 35% to 55%. Because of the small sample size of 100 EU citizens, there is
considerable uncertainty about whether or not the citizens of the EU support a single currency.
As a general rule, the more interviews conducted (sample size), the smaller the margin of error. Larger
samples are more likely to give results closer to the true population quantity and thus have smaller
margins of error. For example, a sample of 500 will produce a margin of error of no more than about
4.5 percentage points, and a sample of 1,000 will produce a margin of error of no more than about 3
percentage points.
Margin of error (95% confidence interval)
Survey
estimate
Sample size (n)
10 50 100 150 200 400 800 1000 2000 4000
5% 13.5% 6.0% 4.3% 3.5% 3.0% 2.1% 1.5% 1.4% 1.0% 0.7%
10% 18.6% 8.3% 5.9% 4.8% 4.2% 2.9% 2.1% 1.9% 1.3% 0.9%
25% 26.8% 12.0% 8.5% 6.9% 6.0% 4.2% 3.0% 2.7% 1.9% 1.3%
50% 31.0% 13.9% 9.8% 8.0% 6.9% 4.9% 3.5% 3.1% 2.2% 1.5%
75% 26.8% 12.0% 8.5% 6.9% 6.0% 4.2% 3.0% 2.7% 1.9% 1.3%
90% 18.6% 8.3% 5.9% 4.8% 4.2% 2.9% 2.1% 1.9% 1.3% 0.9%
95% 13.5% 6.0% 4.3% 3.5% 3.0% 2.1% 1.5% 1.4% 1.0% 0.7%
(The values in the table are the margin of error – at 95% confidence level – for a given survey estimate and
sample size)
The examples show that the size of a sample is a crucial factor affecting the margin of error.
Nevertheless, once past a certain point – a sample size of 800 or 1,000 – the improvement is small. For
example, to reduce the margin of error to 1.5% would require a sample size of 4,000.
Flash EB No 295 - Consumer protection and consumer rights (BG - wave 3) Annex
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Questionnaire
D1. Gender
[DO NOT ASK- MARK APPROPRIATE]
Male ......................................................................................................... 1
Female ...................................................................................................... 2
D2. How old are you?
______ years old
[REFUSAL/NO ANSWER] .................................................................. 99
D3. How old were you when you stopped full-time education?
[WRITE IN THE AGE WHEN EDUCATION WAS TERMINATED]
______ years old
[REFUSAL/NO ANSWER] .................................................................. 99
[NEVER BEEN IN FULL TIME EDUCATION] ................................ 01
[STILL IN FULL TIME EDUCATION] .............................................. 00
D4. As far as your current occupation is concerned, would you say you are self-employed, an employee, a
manual worker or would you say that you are without a professional activity? Does it mean that you are
a(n)...
[IF A RESPONSE TO THE MAIN CATEGORY IS GIVEN, READ OUT THE RESPECTIVE SUB-CATEGORIES -
ONE ANSWER ONLY]
- Self-employed
i.e. : - farmer, forester, fisherman ................................................ 11
- owner of a shop, craftsman ................................................ 12
- professional (lawyer, medical practitioner, accountant,
architect,...) .............................................................................. 13
- manager of a company ........................................................... 14
- other ....................................................................................... 15
- Employee
i.e. : - professional (employed doctor, lawyer, accountant, architect) 21
- general management, director or top management ............ 22
- middle management........................................................... 23
- Civil servant ...................................................................... 24
- office clerk ......................................................................... 25
- other employee (salesman, nurse, etc...) ............................ 26
- other ................................................................. 27
- Manual worker
i.e. : - supervisor / foreman (team manager, etc...) 31
- Manual worker 32
- unskilled manual worker ................................................... 33
- other ................................................................. 34
- Without a professional activity
i.e. : - looking after the home 41
- student (full time) .............................................................. 42
- retired ............................................................................... 43
- seeking a job ...................................................................... 44
- other ................................................................................... 45
Annex Flash EB No 295 - Consumer protection and consumer rights (BG - wave 3)
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- (Refusal) ........................................................................... 99
D6. Would you say you live in a ...?
metropolitan zone ..................................................................................... 1
other town/urban centre ............................................................................ 2
rural zone .............................................................................................. ... 3
(Refusal) .................................................................................................. 9
Q1a. Have you over the past weeks seen/heard messages about consumer rights?
Yes .......................................................................................................... 1
No .......................................................................................................... 2 GO TO Q1B
[DK/NA] .................................................................................................. 9 GO TO Q1B
IF THE ANSWER IS “YES”
Q1a_a. Can you please tell me what this/these message/s was/were?
[DO NOT READ - OPEN ENDED - CODE]
[MULTIPLE ANSWER POSSIBLE]
The slogan is mentioned “In the EU you have consumer rights! Stand up for them! 01 SKIP TO Q2
Message about consumer rights – in general ....................................................................... 02
Messages about consumer rights and the repair of faulty mobile phones ............................. 03
Message about consumer rights and package holidays/hotels ............................................. 04
Message about consumer rights and taking out credit/banks ................................................ 05
Messages about mobile phone repairs / making a monkey out of people–without
mentioning consumer rights ................................................................ 06
Message about package holidays/hotels – sending people for green caviar –
without mentioning consumer rights ................................................... 07
Message about taking out consumer credit - gliding people from the slide –without
mentioning consumer rights ................................................................ 08
Messages about people not knowing their rights as consumer in Bulgaria ........................... 09
Messages about consumers being cheated and misled ......................................................... 10
Other answers ............................................................................................................ 12
[DK/NA] ............................................................................................................ 99
Q1b. Have you, over the past weeks, seen/heard advertisements/news articles saying that you should stand up
for your consumer rights, not let them glide you from the slide, make you into monkey, send you for
green caviar?
Yes .......................................................................................................... 1 SKIP TO Q2
No .......................................................................................................... 2
[DK/NA] .................................................................................................. 9
Q1c. Have you, over the past weeks, seen/heard advertisements, messages, information about consumer rights
regarding the return of faulty mobile phones, problems with package holidays/hotels or taking out
consumer credit?
Yes ............................................... 1
Flash EB No 295 - Consumer protection and consumer rights (BG - wave 3) Annex
page 65
No ............................................... 2 SKIP TO FILTER BEFORE Q2
[DK/NA] ....................................... 9 SKIP TO FILTER BEFORE Q2
Q1d. Have you, over the past weeks, seen/heard advertisements/news articles about consumers knowing their
rights, and therefore not being cheated?
Yes .......................................................................................................... 1
No .......................................................................................................... 2
[DK/NA] .................................................................................................. 9
Q2-Q3A-Q3 WILL BE ASKED FROM THOSE, WHO ANSWERED “YES “IN Q1A, OR Q1B OR Q1C
Q2. Where did you see/hear this/these messages about consumer rights?
[MULTIPLE ANSWER POSSIBLE]
On TV ...................................................................................................... 1
On radio .................................................................................................... 2
In a newspaper/magazine ........................................................................ 3
In a brochure/leaflet ................................................................................. 4
On the Internet .......................................................................................... 5
From family, friends & colleagues ........................................................... 6
Other ........................................................................................................ 7
[DK/NA] ................................................................................................. 9
Q3A. Did you find the information you have received through these messages/this information campaign
Very useful ............................................................................................... 4
Useful ....................................................................................................... 3
Not useful ............................................................................................... 2
Not useful at all? ..................................................................................... 1
[DK/NA] ................................................................................................. 9
Q3. Did you find the information about your rights as a consumer in regard to the repair of faulty goods,
problems with package holidays and consumer credit, provided through the campaign on consumer
rights to be….
Agree ........................................................................................................ 1
Disagree.................................................................................................... 2
[DK/NA] .................................................................................................. 9
a) Easy to understand? ............................................................................................................ 1 2 9
b) Easy to remember? ............................................................................................................. 1 2 9
c) Convincing? ...................................................................................................................... 1 2 9
Q4. Where would you go for information or advice about your consumer rights if you have a problem with a
product, a service or a seller?
Annex Flash EB No 295 - Consumer protection and consumer rights (BG - wave 3)
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[DO NOT READ OUT – ONE ANSWER POSSIBLE]
Government, Ministry, Public Authority ............................................... 01
Dial phone number 0 700 111 22 ........................................................... 02
Aktivni Potrebiteli/Bulgarian National Consumer Association .............. 03
Independent consumer association ......................................................... 04
Shopkeepers, sellers or service providers ............................................... 05
Friends and relatives ............................................................................... 06
Lawyers .................................................................................................. 07
The EU contact points ............................................................................ 08
The European Consumer Centre ............................................................ 09
Search the Internet .................................................................................. 10
Other ...................................................................................................... 12
[DK/NA] ............................................................................................... 99
Q5. How would you try to find information and advice about consumer rights?
[READ OUT –– ONE ANSWER ONLY]
By phone .................................................................................................. 1
Send a letter ............................................................................................. 3
Write an e-mail ........................................................................................ 4
Go to www.aktivnipotrebiteli.bg .............................................................. 5
Search on the Web.................................................................................... 2
Other ......................................................................................................... 6
[DK/NA] .................................................................................................. 9
Q6. Which institutions and organizations/associations dealing with the protection of consumer rights do you
know?
[DO NOT READ OUT - RECODE IN THE PRE-CODED LIST - MULTIPLE ANSWERS POSSIBLE]
The Government, Ministry ..................................................................... 01
The Commission on Consumer Protection (KPZ) ................................. 02
A local or regional consumer association .............................................. 03
A national consumer association ............................................................ 04
Aktivni Potrebiteli or Bulgarian national consumer association ............ 05
Shopkeepers, sellers or banks ................................................................. 06
Friends and relatives ............................................................................... 07
Lawyers .................................................................................................. 08
Europe Direct ......................................................................................... 09
A consumer magazine/Aktivne Potrebitel magazine .............................. 10
The European Consumer Centre in Sofia .............................................. 11
[DK/NA] ................................................................................................ 99
[ASK ONLY THOSE ITEMS THAT WERE NOT MENTIONED IN Q6.]
Flash EB No 295 - Consumer protection and consumer rights (BG - wave 3) Annex
page 67
Q7. Have you ever heard of?
Yes .......................................................................................................... 1
No .......................................................................................................... 2
[DK/NA] .................................................................................................. 9
A. The Government, Ministry ................................................................................................. 1 2 9
B. The Commission on Consumer Protection (KPZ) ............................................................ 1 2 9
C. A local or regional consumer association .......................................................................... 1 2 9
D. The Federation of Consumers in Bulgaria ......................................................................... 1 2 9
E. The independent Union of consumers in Bulgaria ............................................................. 1 2 9
F. Aktivni Potrebiteli or Bulgarian national consumer association ........................................ 1 2 9
G. Europe Direct .................................................................................................................... 1 2 9
H. A consumer magazine/Aktivne Potrebitel magazine .......................................................... 1 2 9
I. The European Consumer Centre in Sofia ............................................................................ 1 2 9
[IF THE ANSWER IS “YES” TO ANY OF THE ITEM IN Q6 OR Q7]
Q8. Have you ever asked any of these (organization/magazine) for information or help?
[READ OUT - ONE ANSWER PER LINE]
Yes .......................................................................................................... 1
No .......................................................................................................... 2
[DK/NA] .................................................................................................. 9
A. The Commission on Consumer Protection (KPZ) ............................................................ 1 2 9
B. Aktivni Potrebiteli or Bulgarian national consumer association ........................................ 1 2 9
C. The Federation of Consumers in Bulgaria .......................................................................... 1 2 9
D. The independent Union of consumers in Bulgaria ............................................................. 1 2 9
E. The European Consumer Centre in Sofia .......................................................................... 1 2 9
H. A consumer magazine/Aktivne Potrebitel magazine ......................................................... 1 2 9
Q9. Who would you trust to give you correct information and advice on your consumer rights?
[READ OUT – ROTATE – ONE ANSWER ONLY]
The Government and its relevant (consumer rights) ministries .......................... 01
The Commission on Consumer Protection (KPZ) ............................................. 02
A local or regional consumer association .......................................................... 03
A national consumer association ......................................................................... 04
Aktivni Potrebiteli or Bulgarian national consumer association ......................... 05
Shopkeepers, sellers or banks ............................................................................. 06
Friends and relatives ........................................................................................... 08
Lawyers ............................................................................................................ 09
Europe Direct ...................................................................................................... 10
A consumer magazine/Aktivne Potrebitel magazine .......................................... 11
Annex Flash EB No 295 - Consumer protection and consumer rights (BG - wave 3)
page 68
The European Consumer Centre in Sofia ............................................................ 12
[DK/NA] 99
IF RESPONDENT ASKED AKTIVNI POTREBITELI OR BULGARIAN NATIONAL CONSUMER ASSOCIATION FOR
HELP (Q8 B = 1)
Q10. Please tell me whether you agree or disagree with the following statements regarding the service
received from Aktivni Potrebiteli /Bulgarian national consumer association
[READ OUT – ONE ANSWER PER LINE]
Totally agree ............................................................................................. 4
Somewhat agree ....................................................................................... 3
Somewhat disagree ................................................................................... 2
Totally disagree ........................................................................................ 1
[DK/NA] .................................................................................................. 9
A., The people working at Aktivni Potrebiteli/ Bulgarian national consumer
association were helpful .................................................................................................... 1 2 3 4 9
B., The advice received from Aktivni Potrebiteli/ Bulgarian national consumer
association was useful ....................................................................................................... 1 2 3 4 9
C., The handling of my request at Aktivni Potrebiteli/ Bulgarian national consumer
association was effective ................................................................................................... 1 2 3 4 9
Q11. Would you encourage your friends or relatives to ask Aktivni Potrebiteli/ Bulgarian national consumer
association for information and / or advice?
[READ OUT – ONE ANSWER ONLY]
Yes, definitely .......................................................................................... 4
Yes, probably ........................................................................................... 3
No, probably not ....................................................................................... 2
No, definitely not...................................................................................... 1
[DK/NA] .................................................................................................. 9
IF RESPONDENT ASKED EUROPEAN CONSUMER CENTRE IN SOFIA (Q8 E = 1)
Q12. Please tell me whether you agree or disagree with the following statements regarding the service
received from the European Consumer Centre in Sofia
[READ OUT – ONE ANSWER PER LINE]
Totally agree ............................................................................................. 4
Somewhat agree ....................................................................................... 3
Somewhat disagree ................................................................................... 2
Totally disagree ........................................................................................ 1
[DK/NA] .................................................................................................. 9
A., The people working at the ECC were helpful ............................................................. 1 2 3 4 9
B., The advice received from the ECC was useful ............................................................ 1 2 3 4 9
Flash EB No 295 - Consumer protection and consumer rights (BG - wave 3) Annex
page 69
C., The handling of my request at the ECC was effective ................................................ 1 2 3 4 9
Q13. Would you encourage your friends or relatives to ask the European Consumer Centre in Sofia for
information and / or advice?
[READ OUT – ONE ANSWER ONLY]
Yes, definitely .......................................................................................... 4
Yes, probably ........................................................................................... 3
No, probably not ....................................................................................... 2
No, definitely not...................................................................................... 1
[DK/NA] .................................................................................................. 9
Q14. Would you be interested in an independent consumer magazine or website that gives you results of
independent comparative tests of the quality of products and services such as washing machines, mobile
phones and food products?
Yes .......................................................................................................... 1
No .......................................................................................................... 2
[DK/NA] .................................................................................................. 9
A. Magazine ............................................................................................................................ 1 2 9
B. Website .............................................................................................................................. 1 2 9
Q15. Would you be prepared to pay?
[ONLY ONE ANSWER IS POSSIBLE]
20 leva for a subscription (10 magazines per year) ............................................... 1
3 leva for a single magazine at a kiosk .................................................................. 2
2 leva by credit/debit card for the results of tests via the website
www.aktivnipotrebiteli.bg .............................................................................. 3
12 leva for a one year period of access to results of comparative tests on
the website www.aktivnipotrebiteli.bg ........................................................... 4
[DK/NA] .............................................................................................................. 9
Q16. Would you be willing to support an independent Bulgarian consumer association by paying an annual
membership fee …?
Yes .......................................................................................................... 1
No .......................................................................................................... 2
[DK/NA] .................................................................................................. 9
A. of 12 leva, if this included on-line access to 10 issues of an independent consumer
magazine with results of comparative tests of products and services ..................................... 1 2 9
B. of 20 leva, if this included 10 issues of an independent consumer magazine with
results of comparative tests of products and services plus the printed version ....................... 1 2 9
Annex Flash EB No 295 - Consumer protection and consumer rights (BG - wave 3)
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C. of 40 leva, if this included on-line access to 10 issues of an independent consumer
magazine with results of comparative tests of products and services plus the printed
version and legal advice if needed .......................................................................................... 1 2 9
D. Giving this association a percentage of your taxes instead of paying them to the
Government ............................................................................................................................ 1 2 9
E. Giving this association a donation which you can deduct from your income taxes ........... 1 2 9
Q17. Compared to other EU countries, do you think consumers in Bulgaria have the same, less or more
consumer rights and protection?
Same ......................................................................................................... 1
Less .......................................................................................................... 2
More ......................................................................................................... 3
[DK/NA] .................................................................................................. 9
Q18. Do you think sellers in Bulgaria respect consumer rights and the rules regarding consumer protection
the same, less or more than those in other EU countries?
Same ......................................................................................................... 1
Less .......................................................................................................... 2
More ......................................................................................................... 3
[DK/NA] .................................................................................................. 9
Q19. In general, would you say that the Bulgarian justice system is efficient in punishing businesses that
mislead or cheat consumers?
Yes .......................................................................................................... 1
No .......................................................................................................... 2
[DK/NA] .................................................................................................. 9