consumer protection and consumer rights in bulgaria wave 3

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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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

page 3

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)

page 4

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.


page 5

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.


page 6

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%)


page 7

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%).

http://www.bnap.org/


page 8

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.


page 9

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.


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)


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%).


page 11

BG

Awareness of any kind of messages, ads/news articles about consumer rights, %


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?



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


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


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.


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, %


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.


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.)


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?



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.

http://www.aktivnipotrebiteli.bg/



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.


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







Lawyers



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







Lawyers



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?


Total sample 36-45 year-olds21-35 year-olds12/2010 03/2010

http://www.aktivnipotrebiteli.bg/


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.)


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


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.


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.


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



lawyers







Europe Direct


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



lawyers







Europe Direct


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


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.



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







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







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


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


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.


page 24


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


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.




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 …?



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.


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).


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?


2

2

2

18

16

16

72

73

72

8

9

9

12/2010

03/2010

09/2009


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.


page 27


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?


1

2

1

6

7

7

86

84

82

7

8

9

12/2010

03/2010

09/2009


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.


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?


9

8

8

79

79

81

12

13

12

12/2010

03/2010

09/2009


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


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.


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


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


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


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 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)


16 – 20 586 59.2 39.2 1.5

20 + 255 69.7 29.6 0.7


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


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 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)


16 – 20 239 18.1 78.9 3

20 + 77 30.2 67 2.8


URBANISATION

Metropolitan 51 25.3 73 1.8

Urban 211 22.4 75.6 2

Rural 85 10.6 83.3 6.1

OCCUPATION


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


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 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


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


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?


% 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


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…


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


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


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


Urban 480 81.2 14.1 4.6

Rural 115 80.7 11.4 7.9

OCCUPATION


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


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



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)


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


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


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



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


Urban 480 64.8 29.2 6

Rural 115 68.4 23.1 8.5

OCCUPATION


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


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


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


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


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


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?


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


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


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


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


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)


16 – 20 8 0 0 45.6 41.2 13.2

20 + 2 0 0 38.4 61.6 0


URBANISATION


Urban 10 14.8 0 38.8 35.1 11.3

Rural 0 0 0 0 0 0

OCCUPATION


Employee 3 0 0 55.6 44.4 0


Not working 6 21.9 0 44.4 16.9 16.7


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


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)


16 – 20 8 0 0 45.6 54.4 0

20 + 2 0 0 0 100 0


URBANISATION


Urban 10 0 14.8 29.5 55.7 0

Rural 0 0 0 0 0 0

OCCUPATION


Employee 3 0 0 55.6 44.4 0


Not working 6 0 21.9 30.5 47.5 0


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?


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)


16 – 20 8 0 0 23.8 76.2 0

20 + 2 0 0 0 100 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


Employee 3 0 0 27.6 72.4 0


Not working 6 0 0 38.6 61.4 0


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)


16 – 20 4 0 34.1 0 48.3 17.6

20 + 1 100 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


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


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


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)


16 – 20 4 23.8 34.1 0 24.5 17.6

20 + 1 100 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


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


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


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)


16 – 20 4 23.8 0 34.1 24.5 17.6

20 + 1 0 0 0 100 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


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


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?


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)


16 – 20 4 23.8 0 34.1 24.5 17.6

20 + 1 0 0 0 100 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


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


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 ?


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


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


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...?


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


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


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


page 60

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 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


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


page 61

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)


page 62

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.


page 63

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


page 64

- (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


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?


page 66

[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.]


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

http://www.aktivnipotrebiteli.bg/kampania


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


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


page 70

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

consumer protection and consumer rights in bulgaria wave 3

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