Flash Eurobarometer
European
Commission
Consumer protection and
consumer rights in Bulgaria
Wave 3
Summary
Fieldwork: December 2010
Flash Eurobarometer 295 – The Gallup Organization
Publication: May 2011
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.
page 1
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
2
Flash EB No 295 - Consumer protection and consumer rights (BG - wave 3)
Summary
Table of Contents
1. The information campaign ................................................................................................................. 5
Campaign awareness .......................................................................................................................... 5
Media channels ................................................................................................................................... 8
Evaluation of the information campaign ............................................................................................ 9
2. Information sources about consumer rights...................................................................................... 10
Methods of seeking information about consumer rights .................................................................. 10
Information or advice in case of problems ....................................................................................... 10
3. Consumer rights institutions, organisations and associations........................................................... 11
Trust in consumer rights bodies ....................................................................................................... 13
Use of information or help from consumer rights bodies ................................................................. 14
4. Support for an independent consumer organisation and a dedicated magazine and website ........... 15
A consumer rights magazine and website ........................................................................................ 15
Funding an independent consumer organisation .............................................................................. 16
5. Protection of consumer rights in Bulgaria ........................................................................................ 17
page 3
Summary
Flash EB No 295 - Consumer protection and consumer rights (BG - wave 3)
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.
4
Flash EB No 295 - Consumer protection and consumer rights (BG - wave 3)
Summary
1. The information campaign
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.
Awareness of messages over the past weeks about consumer rights, %
21-35 year-olds
Total sample
36-45 year-olds
12/2010
44
56
1
12/2010
39
59
1
12/2010
50
49
1
03/2010
43
56
1
03/2010
39
60
1
03/2010
49
49
2
Yes
BG
No
DK/NA
Q1a. Have you over the past weeks seen/heard messages about consumer rights?
Base: all respondents
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 (n=436).
Of these respondents:
 28% said they remembered messages about consumer rights in general;
 18% could cite the exact slogan “In the EU you have consumer rights! Stand up for them!”
 15% mentioned consumer rights regarding mobile phone repairs
 14% mentioned messages about problems with consumer rights related to consumer credit or
banks
 11% remembered messages about “cheating consumers”
 and 9% remembered messages about consumer rights and holiday packages and stays in
hotels.
page 5
Summary
Flash EB No 295 - Consumer protection and consumer rights (BG - wave 3)
The messages that respondents have seen/heard, % of mentions
Total
about consumer rights - in general; n=123
21-35 year-olds
28
28
36-45 year-olds
29
about consumer rights - in general about consumer rights - in general
43
38
exact slogan 'In the EU, you have exact
consumer
slogan 'In EU, you18have consumer
exactrights!
slogan 'In EU, you16
have consumer rights!
rights! Stand up for them!'; n=78
Stand up
Stand up15
for them!'
15for them!'
13
17
11
14
about consumer rights and mobile phones
about consumer rights
and mobile phones
about consumer rights
and mobile phones
15
13
repair; n=65
11 repair
12repair
14
13
about consumer rights and credit, banks; n=59
about consumer rights and credit, banks
about consumer rights and credit, banks
6
7
11about cheating consumer
13
about cheating consumers; n=49
about cheating consumer
9
9
about mobile phone repair - not mentioned
about mobile phone
about mobile phone
11 repair - not mentioned
11 repair - not mentioned
consumer rights; n=46
consumer
rights
consumer
rights
8
10
about consumer rights and holiday packages,
about consumer 9rights and holiday packages,
about consumer rights
10 and holiday packages,
hotel; n=39
hotel
5
6 hotel
about holiday packages, hotel - not mentioned
about holiday packages,
hotel - not mentioned
about holiday packages,
hotel - not mentioned
8
9
consumer rights; n=35
consumer
rights
consumer
rights
5
5
about consumer credit - not mentioned
about consumer
credit - not mentioned
about consumer
credit - not mentioned
6
5
consumer rights; n=25
5 consumer rights
4 consumer rights
about people not knowing their rightsabout
as people
about
as people
3 not knowing their rights
4 not knowing their rights as
consumer in Bulgaria; n=15
consumer
in Bulgaria
6 consumer in BG
5
5
5
other; n=23
other
other
6
6
10
12
DK/NA; n=45
DK/NA
DK/NA
11
12
BG
49
20
6
5
10
10
11
8
4
6
4
7
7
3
6
6
6
9
10
12/2010
03/2010
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
A further, 11% stated that they had heard or seen messages about mobile phone repair, 8% mentioned
messages about holiday packages and 6% consumer credit messages without mentioning that these
messages were about consumer rights. In addition, 3% said that they had seen 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.
With respect to the previous wave, there is a significant increase in the number of respondents that
remember specific details of the messages. This is notably the case regarding messages about
consumer rights related to credit or banking (+8 points).
Older respondents (36-45 year-olds) more frequently remembered the exact slogan “In the EU you
have consumer rights! Stand up for them!”. Furthermore, older respondents more often recalled that
the messages were about consumer rights and the repair of mobile phones. On the other hand, younger
respondents more often said that messages were about cheating consumers. They were also more
inclined to say that these messages were about holiday package deals and hotels, without mentioning
consumer rights.
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
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.
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.
6
Flash EB No 295 - Consumer protection and consumer rights (BG - wave 3)
Summary
Awareness of advertisements/news articles saying that respondents should stand
up for their consumer rights, %
n=924 (12/2010) & n=937 (03/2010)
21-35 year-olds
Total sample
12/2010
03/2010
62
54
37
43
2
12/2010
2
03/2010
Yes
BG
62
54
36
44
No
36-45 year-olds
2
12/2010
2
03/2010
61
56
37
41
1
3
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. One in five of these respondents answered they
had seen or heard these kinds of messages, whereas 77% (n=271) had not. Compared to the previous
wave, the share of positive answers 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. Of these 70 persons 23%, or 16 respondents, did recall such messages, and 49 respondents
did not, while 8% (6 interviewees) said they did not know or gave no answer. Compared to March
2010, this type of awareness 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%).
page 7
Summary
Flash EB No 295 - Consumer protection and consumer rights (BG - wave 3)
Awareness of any kind of messages, ads/news articles about consumer rights, %
Total sample
12/2010
03/2010
74
26
67
33
12/2010
74
03/2010
66
26
34
Awareness of any message
BG
36-45 year-olds
21-35 year-olds
12/2010
75
25
03/2010
70
30
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
Media channels
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). The two age groups hardly showed any differences in
their responses concerning information channels.
How messages about the consumer rights were seen/heard by respondents, % of
mentions
Total sample
21-35 year-olds
92
86
TV
11
12
Internet
36-45 year-olds
92
TV
84
TV
12
12
Internet
7
5
Family, friends, colleagues
Newspaper/magazine
4
7
Newspaper/magazine
4
4
Newspaper/magazine
Radio
4
7
Radio
3
7
Radio
Other
DK/NA
BG
2
2
1
1
1
3
1
2
Brochure/leafet
Other
1
1
Other
1
4
6
5
Family, friends, colleagues
Brochure/leafet
DK/NA
10
12
Internet
Family, friends, colleagues
Brochure/leafet
7
4
91
88
DK/NA
5
9
5
7
2
2
1
1
12/2010
03/2010
1
2
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
8
Flash EB No 295 - Consumer protection and consumer rights (BG - wave 3)
Summary
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.
Usefulness of the information gained during the consumer rights campaign, %
21-35 year-olds
Total sample
12/2010
19
03/2010
14
69
66
7 24
12/2010
10 4 6
03/2010
Very useful
20
70
13
68
Useful
36-45 year-olds
614
12/2010
18
847
03/2010
14
Not useful
68
64
8 34
13 4 5
DK/NA
Not useful at all
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
BG
Respondents from the younger age group were somewhat more likely to think that it was a useful
(useful and very useful combined) campaign and less liable to think otherwise.
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. Differences between the two age groups were minor.
Evaluation of the information about consumer rights gained during the campaign %
Total sample
36-45 year-olds
21-35 year-olds
Easy to remember
12/2010
15
81
12/2010
14
82
12/2010
03/2010
17
78
03/2010
16
78
03/2010
80
12/2010
15
79
12/2010
03/2010
14
79
03/2010
17
22
79
71
Easy to understand
12/2010
14
03/2010
17
76
13
83
19
78
Convincing
12/2010
28
65
12/2010
28
66
12/2010 29
03/2010
28
63
03/2010
26
64
03/2010 30
Agree
BG
63
60
Disagree
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
page 9
Summary
Flash EB No 295 - Consumer protection and consumer rights (BG - wave 3)
2. Information sources about consumer rights
Methods of seeking information about consumer rights
In all three waves of the survey3, 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.
Main ways that respondents would find information on consumer rights, %
Total sample
43
44
48
Search on the web
Write e-mail
Send letter
Other
DK/NA
BG
46
47
27
25
29
By phone
Go to www.aktivnipotrebiteli.bg
/ Go to www.bnap.org
21-35 year-olds
2
3
3
2
2
2
3
21
7
7
9
8
9
9
11
8
3
4
4
2
1
2
2
8
8
8
8
8
7
7
36-45 year-olds
37
40
41
52
28
31
33
27
27
6
4
12/2010
2
2
2
2
4
2
3
11
03/2010
09/2009
firstly
10
9
10
13
11
9
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
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).4
In all three waves of the survey, younger respondents (21-35 year-olds) were more likely to use the
Internet as an information source. In the current wave, the younger respondents were as likely as the
older ones to say they would use the phone to get information about consumer rights. Higher numbers
of older respondents could not or would not answer the question.
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.
3
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.
4
The Bulgarian National Consumer Organisation was renamed as “Aktivni Potrebiteli” (“Active Consumers”) between the first and the
second survey waves.
10
Flash EB No 295 - Consumer protection and consumer rights (BG - wave 3)
Summary
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.
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. The older age group, on the other hand, more often
said they would contact the Bulgarian National Consumer Association “Aktivni Potrebiteli”.
Where respondents would go in case of problem with a product, service or seller, %
12/2010
03/2010
Total sample
25
24
Search the Internet
36-45 year-olds
21-35 year-olds
20
Search the 28
Internet
Search the Internet
17
29
18
17
18
18
Shopkeepers, sellers or service
providers
Shopkeepers, sellers or serviceShopkeepers,
providers
sellers or service providers
21
15
8
Dial phone number 0 700 111 22
Dial phone number 0 700 111 22
7
9
9
8 number 0 700 111 22
Dial phone
6
10
Aktivni potrebiteli/Bulgarian
National
8
Aktivni potrebiteli/Bulgarian National
6
Aktivni potrebiteli/Bulgarian
National
Consumer Association
Consumer Association
7 Association
Consumer
6
7
5
5
5 Ministry, Public Authority
Government,
Government, Ministry, Public Authority
Government, Ministry, Public Authority
3
5
Friends and relatives
3
4
5
6 Friends and relatives
4
Friends and relatives
6
6
4
4
4
5
Independent consumer association
Independent consumer associationIndependent consumer association
4
4
3
3
Lawyers
1
1
The European Consumer Centre
The European Consumer Centre
The EU contact points
Other
0
0
The EU contact points
6
Other
9
DK/NA
BG
2
2
Lawyers
18
17
DK/NA
3
3
Lawyers
1 European Consumer Centre
The
1
0
0
0
0
0
1
The EU contact points
5
Other
8
18
17
DK/NA
6
11
20
18
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
3.
Consumer
associations
rights
institutions,
organisations
and
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
page 11
Summary
Flash EB No 295 - Consumer protection and consumer rights (BG - wave 3)
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).
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
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).
Awareness of institutions and organisations/associations that
deal with the protection of consumer rights , % of mentions
Unprompted
The Commission on
Consumer Protection (KPZ)
12/2010
42
12/2010
03/2010
38
03/2010
52
09/2009
The Government, Ministry
Aktivni Potrebiteli or
Bulgarian national
consumer association
A local or regional consumer
association
35
53
8
12/2010
03/2010
58
09/2009
57
12/2010
17
12/2010
42
03/2010
03/2010
45
09/2009
09/2009
12/2010
47
27
12/2010 7
12/2010
03/2010 5
03/2010
09/2009 6
09/2009
27
12/2010 8
12/2010
23
20
03/2010 6
03/2010
27
7
09/2009
26
09/2009
The independent Union of
consumers in Bulgaria*
09/2009
80
46
03/2010 6
09/2009
The Federation of Consumers
in Bulgaria*
Prompted
20
12/2010
12/2010
03/2010
03/2010
21
09/2009
09/2009
20
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 &
BG
3/2010)/Q4(2009). Have you ever heard of ... (prompted)
Note: * items were only prompted Base: all respondents
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.
12
Flash EB No 295 - Consumer protection and consumer rights (BG - wave 3)
Summary
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.
Awareness of institutions and organisations/associations that
deal with the protection of consumer rights , % of mentions
Unprompted
European Consumer Centre
in Sofia
a consumer magazine/
Aktivne Potrebitel magazine
Europe Direct
Shopkeepers, sellers or banks*
a national consumer
association*
Friends or relatives*
Lawyers*
DK/NA
BG
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
Prompted
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
17
15
15
9
8
11
8
9
9
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
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.5 Finally, 15% would not, or could not, give an answer.
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.
5
Here, these numbers give a total of 13%, as respondents were only allowed to give one answer.
page 13
Summary
Flash EB No 295 - Consumer protection and consumer rights (BG - wave 3)
The 21-35 year-olds more often said they trusted advice and information provided by the Commission
on Consumer Protection, friends and relatives and lawyers. Older respondents, on the other hand,
more often trusted the information given by a local or regional consumer association. They were also
more likely not to answer the question.
Trusted establishments, %
Total sample
21-35 year-olds
36-45 year-olds
37
39
35
32
38
the Commission on Consumer Protection
the Commission on Consumer 32
Protection
the Commission on Consumer32
Protection
36
friends and relatives
lawyers
13
13 friends and relatives
14
12
lawyers
10
11
34
16
14 friends and relatives
16
13
11
lawyers
11
6
5
a local or regional consumer association
a local or regional
consumer association
6
a local or4regional consumer association
6
6
5
5
Aktivni Potrebiteli or Bulgarian National
Aktivni Potrebiteli
or Bulgarian National
Aktivni Potrebiteli
or Bulgarian National
5
5
Consumer Association
3Consumer Association
3Consumer Association
4
4
European Consumer Centre in Sofia European
Consumer Centre in Sofia European
3
4
Consumer Centre in Sofia
3
3
4
4
shopkeepers, sellers or banks
4shopkeepers, sellers or banks
4 shopkeepers, sellers or banks
3
3
2
3
a national consumer association
a3national consumer association
3
a national consumer association
3
4
2
2
the Government, Ministry
the Government, Ministry
2
2
the Government, Ministry
4
5
0
0
Europe Direct
Europe Direct
1
2
Europe Direct
0
0
0
0
a consumer magazine/Aktivne Potrebitel
a consumer magazine/Aktivne Potrebitel
a consumer magazine/Aktivne Potrebitel
0
0
magazine
magazine
magazine
0
1
15
12
DK/NA
DK/NA
20
20
DK/NA
13
12
BG
9
7
9
8
2
5
4
7
12
12
11
10
5
3
4
5
4
3
2
4
2
3
4
3
0
0
0
0
0
0
12/2010
03/2010
09/2009
14
19
19
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
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.
14
Flash EB No 295 - Consumer protection and consumer rights (BG - wave 3)
Summary
Consumer rights’ organisations that have been asked for information,
% of yes responses
21-35 year-olds
Total
8.7
the Commission on Consumer
Protection
the Commission on Consumer
5.5
Protection
Aktivni Potrebiteli or Bulgarian
National Consumer Association
Aktivni Potrebiteli or Bulgarian
0.6
National Consumer Association
the independent Union of
consumers in Bulgaria
the Federation of Consumers in
Bulgaria
a consumer magazine/Aktivne
Potrebitel magazine
European Consumer Centre in
Sofia
BG
7.0
1.3
0.4
1.1
the independent Union of
0.1
consumers in Bulgaria
0.2
0.9
the Federation of Consumers in
0.5
Bulgaria
0.5
0.5
a consumer magazine/Aktivne
0.2
Potrebitel magazine
0.2
0.5
European Consumer Centre in
0.1
Sofia
0.1
36-45 year-olds
8.3
9.2
the Commission on Consumer
5.0
Protection
6.7
7.1
7.0
1.2
Aktivni Potrebiteli or Bulgarian
0.8
National
Consumer Association
0.5
0.9
the independent Union of
0.0
consumers in Bulgaria
0.3
0.9
the Federation of Consumers in
0.4
Bulgaria
0.3
0.4
a consumer magazine/Aktivne
0.4 Potrebitel magazine
0.3
0.4
European Consumer Centre in
0.2
Sofia
0.0
1.5
0.0
0.2
1.5
0.2
0
1.0
0.7
0.8
0.6
0.0
0.0
0.6
0.0
0.2
12/2010
03/2010
09/2009
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
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.
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%.
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
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
population6.
4. Support for an independent consumer organisation and a
dedicated magazine and website
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).
6
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.
page 15
Summary
Flash EB No 295 - Consumer protection and consumer rights (BG - wave 3)
Respondents’ interest in an independent consumer rights magazine or website,
% interested
12/2010
09/2010
03/2009
Total sample
36-45 year-olds
21-35 year-olds
58
Website
Website
58
Magazine
43
Magazine
44
57
63
50
52
Website62
62
64
59
44
46
Magazine
56
40
41
58
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
BG
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.
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. Answers to this question have changed only slightly since March 2010. The
answers of the two age groups hardly differed.
What respondents would be prepared to pay for an independent consumer rights
magazine or website?, %
12/2010
03/2010
09/2009
20 levs for a subscription (10
magazines per year)
3 levs for a single magazine at a kiosk
2 levs by credit/debit card for the
results of a test via the website
bnap.org
12 levs for a one year period of access
to results of comparative tests on the
website bnap.org
DK/NA
BG
Total sample
21-35 year-olds
3
3
6
3
3
6
14
10
17
6
7
4
8
11
7
9
4
36-45 year-olds
4
3
8
13
15
11
16
17
7
7
8
7
5
8
5
8
8
8
13
69
69
65
69
68
66
68
70
64
Q15(12/2010 & 03/22010)/Q12(2009). Would you be prepared to pay?
Base: all respondents
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.
16
Flash EB No 295 - Consumer protection and consumer rights (BG - wave 3)
Summary
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).7
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.
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.
Support for an independent Bulgarian consumer rights association, % of yes
12/2010
09/2010
03/2009
Total sample
21-35 year-olds
36-45 year-olds
Paying an annual membership fee of 40 leva, if this
included on-line access to 10 issues (print) of an
independent consumer magazine with results of
comparative tests of products and services, plus the
printed version as well, plus legal advice if needed
BG
28
28
24
28
26
25
25
26
Paying an annual membership fee 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 as well
27
23
27
19
18
19
Paying an annual membership fee 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
25
25
24
24
Giving this association a donation which you can deduct
from your income taxes
27
29
29
Giving this association a percentage of your taxes instead
of paying them to the Government
12
20
17
18
19
19
7
12
10
10
8
5
7
7
7
8
7
6
5
6
5
6
6
5
Q16(12/2010 & 03/2010)/Q13(2009). Would you be willing to support an independent Bulgarian consumer
association by …?
Base: all respondents
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
7
Results do not add up to 100% as respondents had the possibility of giving several answers.
page 17
Summary
Flash EB No 295 - Consumer protection and consumer rights (BG - wave 3)
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.
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. The share of those not responding to the question was slightly higher
among members of the latter group.
Opinions about the protection of consumer rights in Bulgaria compared to
other EU countries , %
21-35 year-olds
Total sample
36-45 year-olds
12/2010 2 18
72
8
12/2010 2 19
72
7
12/2010 2 16
73
10
03/2010 2 16
73
9
03/2010 2 16
74
8
03/2010 2 16
73
9
09/2009 2 16
72
9
09/2009 3 16
71
10
09/2009 1 17
75
7
More
BG
Same
Less
DK/NA
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
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.
Opinions about how consumer rights are respected in Bulgaria compared to other
EU countries , %
21-35 year-olds
Total sample
36-45 year-olds
12/2010 16
86
7
12/2010 16
86
7
12/2010 16
85
8
03/2010 27
84
8
03/2010 26
85
7
03/2010 1 7
84
8
09/2009 1 7
82
9
09/2009 2 8
82
8
09/2009 17
82
11
More
BG
Same
Less
DK/NA
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
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.
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.
18
Flash EB No 295 - Consumer protection and consumer rights (BG - wave 3)
Summary
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.
Opinions as to whether the Bulgarian justice system is efficient in dealing with
businesses that cheat or mislead consumers, %
21-35 year-olds
Total sample
36-45 year-olds
12/2010
9
79
12
12/2010
9
79
12
12/2010
03/2010
8
79
13
03/2010 10
79
11
03/2010 6
80
14
09/2009
8
81
12
09/2009
79
12
09/2009 6
83
11
9
Yes
BG
No
10
79
11
DK/NA
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
page 19