In 2023, one-third of online shoppers will have problems
Planet Volumes, Unsplash
According to a fresh Eurostat report, in 2023, 33.1 per cent of EU users who have shopped online within three months have experienced problems ordering goods and services online - whether through websites or apps.
The situation was most acute in Luxembourg (55.5 per cent), the Netherlands (55.2 per cent) and Spain (49.7 per cent). These are the highest rates of complaints among all EU countries. In comparison, Portugal had only 4.3 per cent, Latvia 13.7 per cent and Cyprus 14.7 per cent.
The most frequent difficulties with online shopping: - Slow delivery - this was reported by 18.7% of users.
- Problems with the interface or operation of the site/application - 10.8%;
- Receipt of incorrect or damaged goods/services - 8.6%.
The survey was conducted as part of an annual study of the use of information and communication technologies in the home, and the results were released on the eve of World Consumer Rights Day, which is celebrated on 15 March.
Despite the growing popularity of e-commerce, user experience remains vulnerable, especially in countries with high levels of digitalisation. Luxembourg, despite its status as a digital leader, is facing record levels of online consumer dissatisfaction - a worrying sign for both platforms and regulators.
