c o m m i s s i o n , d i re c t o r at e - g e n e r al

This paper presents some key results of the public opinion poll carried out for the EuropeanC o m m i s s i o n , D i re c t o rat e - G e n e ral Health andConsumer Protection (Euro b a rometer survey sa re managed by the Dire c t o rat e - G e n e ral forE d u c ation and Culture , Unit " Centre for the citizen - Public Opinion Analysis ").

This survey was conducted in all member stat e sof the European Union between 5th A p ril and27th May 2000, under the overall co-ordinationof INRA (EUROPE) - European Coord i n ation Office,Brussels (http://www.inra.com).

The technical specifications are given in appendix.The full report including all results of this surveywill be available on the Internet site ofD i re c t o rat e - G e n e ral Health and ConsumerProtection, at the following address:

h t t p : / / w w w. e u ro p a . e u . i n t / c o m m / d g s / h e a l t h _ c o n-sumer/index_en.htm

The European Commission cannot be held liablein any way for the contents of this paper.

Facts and figureson Europeans andservices of generalinterest

A EUROBAROMETER SURVEY CARRIED OUT AT THE REQUEST OF

THE EUROPEAN COMMISSION.

DIRECTORATE-GENERAL HEALTH AND CONSUMER PROTECTION

September 2000

Executive

Summary

STANDARD EUROBAROMETER 53 TECHNICAL SPECIFICATIONSBetween 5 April and 23 May 2000, INRA (EUROPE), a European Network of Market and Public Opinion Research agencies,carried out wave 53 of the standard Eurobarometer, on request of the EUROPEAN COMMISSION, DG Education and Culture,EDUC-D-2 : PUBLIC OPINION ANALYSIS. The Standard EUROBAROMETER 53 covers the population of the respective na-tionalities of the European Union Member States, aged 15 years and over, resident in each of the Member States. The basicsample design applied in all Member States is a multi-stage, random (probability) one. In each EU country, a number of samplingpoints was drawn with probability proportional to population size (for a total coverage of the country) and to population density.

For doing so, the points were drawn systematically from each of the "administrative regional units", after stratification by individ-ual unit and type of area. They thus represent the whole territory of the Member States according to the EUROSTAT-NUTS II (orequivalent) and according to the distribution of the resident population of the respective EU-nationalities in terms of metropoli-tan, urban and rural areas. In each of the selected sampling points, a starting address was drawn, at random. Further addresseswere selected as every Nth address by standard random route procedures, from the initial address. In each household, the re-spondent was drawn, at random. All interviews were face-to-face in people's home and in the appropriate national language.

PAYS INSTITUTS N° INTERVIEWS DATES DE TERRAIN POPULATION 15+ (x 000)

Belgium INRA BELGIUM 1063 07/04 - 04/05 8,326Denmark GfK DANMARK 1000 11/04 - 12/05 4,338GermanyEast) INRA DEUTSCHLAND 1034 07/04 - 03/05 13,028Germany(West) INRA DEUTSCHLAND 1015 09/04 - 05/05 55,782Greece KEME 1004 10/04 - 02/05 8,793Spain INRA ESPAÑA 1000 11/04 - 02/05 33,024France CSA-TMO 1003 05/04 - 30/04 46,945Ireland LANSDOWNE Market Research 1000 10/04 - 02/05 2,980Italy PRAGMA 1000 12/04 - 08/05 49,017Luxembourg ILReS 600 12/04 - 23/05 364The Netherlands NIPO 975 21/04 - 23/05 12,705Austria SPECTRA 1005 07/04 - 14/05 6,668Portugal METRIS 1000 14/04 - 12/05 8,217Finland MDC MARKETING RESEARCH 1010 09/04 - 23/05 4,165Sweden GfK SVERIGE 1000 09/04 - 14/05 7,183Great-Britain INRA UK 1070 10/04 - 08/05 46,077NorthernIreland ULSTER MARKETING SURVEYS 300 10/04 - 02/05 1,273

TOTAL NUMBER OF INTERVIEWS 16078

For each country a comparison between the sample and the universe was carried out. The Universe description was derived fromEurostat population data or from national statistics. For all EU member-countries a national weighting procedure, using marginal andintercellular weighting, was carried out based on this Universe description. As such in all countries, minimum sex, age, region NUTSII were introduced in the iteration procedure. For international weighting (i.e. EU averages), INRA (EUROPE) applies the official pop-ulation figures as provided by EUROSTAT in the Regional Statistics Yearbook (data for 1997 or 1996). The total population figuresfor input in this post-weighting procedure are listed above.

The results of the Eurobarometer studies are reported in the form of tables, datafiles and analyses. Per question a table of results isgiven with the full question text in English, French and German. The results are expressed as a percentage of the total. The resultsof the Eurobarometer surveys are analysed and made available through the "Public Opinion Analysis" Unit of DG EDUC-D-2 of theEuropean Commission, Rue de la Loi 200, B?1049 Brussels. The results are published on the internet server of the EuropeanCommission : http:// www.europa.eu.int/en/comm/dg10/infcom/epo/polls.html. All Eurobarometer datafiles are stored at theZentral Archiv (Universität Köln, Bachemer Strasse, 40, D?50869 Köln-Lindenthal), available through the CESSDA Databasehttp://www.nsd.uib.no/cessda/europe.html. They are at the disposal of all institutes members of the European Consortium forPolitical Research (Essex), of the Inter-University Consortium for Political and Social Research (Michigan) and of all those interestedin social science research.

Readers are reminded that survey results are estimations, the accuracy of which, everything being equal, rests upon the samplesize and upon the observed percentage. With samples of about 1,000 interviews, the real percentages vary within the followingconfidence limits:

Observed percentages 10% or 90% 20% or 80% 30% or 70% 40% or 60% 50%

Confidence limits ± 1.9% ± 2.5% ± 2.7% ± 3.0% ± 3.1%

Table des matières

1. Is access to services of general interest easy or not

for Europeans?

2. Are Europeans satisfied with the services of general interest

2.1. Price

2.2. Quality

2.3. Information received

2.4. Contracts

3. Analysis per sector

3.1. Mobile telephone services

3.2. Fixed telephone services

3.3. Electricity distribution services

3.4. Gas distribution services

3.5. Water distribution services

3.6. Postal services

3.7. Urban transport services

3.8. Rail services between cities

4. Complaints made by Europeans in the last twelve months

2

3

4

4

5

5

6

6

7

8

9

10

11

12

13

14-16

Table of contents

Are Europeans satisfied with the services of general interest they have access to?

1

Facts and figures onEuropeans and servicesof general interest

A EUROBAROMETER SURVEY CARRIED OUT ON BEHALF OF THE

EUROPEAN COMMISSION

DIRECTORATE-GENERAL HEALTH AND CONSUMER PROTECTION

BY INRA(EUROPE)EUROPEAN COORDINATION OFFICE S.A.Nadège Comhaire

September 2000

EUROBAROMÈTRE 53

2

Ac c e s s

1. The percentage of the “Don’t know” categories is not shown here. This explains that the totals arebelow 100 %. Data analysis in the remainder of this paper is based upon a sample of Europeans whichexcludes the individuals who have spontaneously answered not to have access to one of the servicesof general interest surveyed.

S a t i s fa c t i o n

1. Is access to services of g e n e ral interest easy or notfor Europeans?1

Nine Europeans out of ten have easy access to electricity distribution serv i c e s

(91.2%), to water distribution services (89.9%), to fixed telephone serv i c e s

(89.6%) and to postal services (89.6%).

Access to rail services between cities and to urban transport services is

found to be difficult by respectively 15% and 13.8% of European Union

citizens.

15.8% of Europeans have spontaneously declared not to have access to

mobile phone services and 11.5% to gas distribution services.

2. Are Europeans satisfied with services of general interest to which they haveaccess?2

The percentage of satisfaction shown here is an average of percentages

collected on four aspects: whether or not the price paid is fair, the quality

of the service used good or bad, the information received clear or unclear,

and the terms and conditions of contracts applicable to the services fair

or unfair.3

Nearly 74% of Europeans are satisfied with postal and electricity services.

27% of European citizens think that the quality of rail services between

cities is unsatisfactory. 25% think the same about mobile telephone and

about urban transport services.

Electricity

Water

Fixed telephone

Postal services

Urban transport

Gaz

Rail services between cities

Mobile telephone

EASY DIFFICULT NO ACCES

Global percentage of satisfaction fro m

ge n e ral interest services users

(% EU15* f i l t e red on access)

*except for Gas: %UE14

Unsatisfied

Satisfied

3

2. Figures presented here are filtered and exclude the people who have spontaneously answerde thatthey don’t have access to one of the eight services of general interst surveyed. Results for both the categories “Not applicable” are not shown in order not to overload the graph. This explains that the totalsare below 100%3. Greece is excluded from the calculation of the EU percentages for the gas. Indeed, the smallp e rcentage of people who have access to this service (2,7%) would bias the results. NB: when Europeansare referred to, what is meant is the Europeans who have access to these services. This remark is validfor all percentages presented in the remainder of this paper.

4


2.1. Are Europeans satisfied withprice?67.3% of Europeans are satisfied with the price of postal

s e rvices. Only 38.9% share this opinion about the price of rail

s e rvices between cities, whilst 48.5% think the opposite.

2.2. Are Europeans satisfied withquality?93.7% of Europeans are satisfied with the quality of postal

s e rvices, whilst 61.7% are satisfied with rail services between

cities. Mobile telephone services are proportionally more often

thought to be unsatisfactory (25,2%).


2 . 3 . Are Europeans satisfied withthe information receive d ?78.6% of Europeans were satisfied with the information received from

postal services. 20.6% are not satisfied with the information received

from rail services between cities, and 19.3% share this view about those

received from water distribution services.

2 . 4 . Are Europeans satisfied withc o n t racts made with prov i d e r sof general interest?69% of Europeans are satisfied with their contracts made with postal

s e rvices, against 19.2% who are not satisfied. On the contrary, 50.6%

are satisfied with their contracts made with rail providers between cities,

against 24% who are not.

" Percentage of satisfaction amongst

users concerning the price of

services of general interest"

( % E U 1 5 , f i l t e red on access)


users concerning the quality of

services of general intere s t "

( % E U 1 5 , f i l t e red on access)

"Percentage of satisfaction amongst

users concerning the information re-

c e ived from services of general intere s t "

( % E U 1 5 ,f i l t e red on access)


users concerning contracts made

with services of general intere s t "

(%EU15, filtered on access)

Unsatisfied

Satisfied

Unsatisfied

Satisfied

Unsatisfied

Satisfied

Unsatisfied

Satisfied



* except for Gas: %EU 1 4

* except for Gas: %EU1 4

5

6

Mobile telephone F i xed telephone

3.1. Mobile telephone services78.1% of Europeans are satisfied with the quality of mobile telephone

s e rvices that they use. Only 38.9% share this opinion about the price paid

for these services and 48.5% think that this price is unfair.

Italians (92.8%), Finns (92.7%) and Swedes (90%) are the most satisfied

with the quality of these services. On the contrary, there are proportionally

more French (13.7%), Spanish (8.4%), Luxembourgers and Belgians

(7.7%) who think that this quality is unsatisfactory.

3. Analysis per sector

It is in Luxembourg (58.5%), in the United Kingdom (54.5%) and in Austria

(54.2%) that the largest proportions of citizens who are satisfied with the

price paid for the use of mobile telephone services can be found. On the

contrary, 60% of the Spanish do not think the price is fair. This opinion is

s h a red by 58.6% of the French and 56.5% of the Swedes. It is also in

Luxembourg that the smallest proportions of citizens who think that the

i n f o rmation received from the provider are clear (77.7%). 27.9% of Italians

think the contrary.

40.8% of the latter find the terms and conditions of the contract with the

mobile services provider unfair. 78.5% of the Finns think that these are

satisfactory.

On the whole4 , people in Luxembourg are the most satisfied with mobile

telephone services (73.3%), and the Spanish are the least satisfied (44,7%).

3.2. Fixed telephone services5

91% of European Union citizens are satisfied with the quality of the fixed

telephone services that they use. Conversely, only 49.9% think that the

price paid for these services is fair, whilst 46.6% find this price unfair.

87.5% of people in Luxembourg are satisfied with the information recei-

ved from their service pro v i d e r. 85.5% of the Dutch and 84% of the Swedes

share this view.

People in Luxembourg are also the most satisfied with the price paid and

the contract concluded with the fixed telephone service provider (respec-

tively 69.9% and 83.8%), and they take second place in being satisfied

with the service quality (97.3%). The Swedes are pro p o rtionately somewhat

more satisfied with this quality (97.6%).

It is in Italy that the largest proportion of citizens who are unsatisfied with

the quality of this service can be found (10.6%).

Users in Luxembourg are pro p o rtionally the most satisfied (84.6%), whilst

users in Portugal are the least satisfied (49,1%).

'Mobile telephone services'

(%EU 15 filtered on access)

Unsatisfied

Satisfied

COUNTRIES TOP 3 (in decreasing order)

1 2 3

Price Satisfied L UK A

Unsatisfied E F S

Quality Satisfied I FIN S

Unsatisfied F E L/B

Information Satisfied L S FIN

Unsatisfied I F E

Contract Satisfied FIN L S

Unsatisfied I F GR

'Global percentage of satisfaction amongst mobile telephone services users'

(%EU15 and per country, filtered on access)

Unsatisfied

Satisfied

'Fixed telephone services'

(%EU 15 filtered on access)

Unsatisfied

Satisfied

'Global percentage of satisfaction amongst fixed telephone services users'


Unsatisfied

Satisfied


1 2 3

Price Satisfied L UK D

Unsatisfied I E P

Quality Satisfied S L NL

Unsatisfied I E GR

Information Satisfied L NL S

Unsatisfied I P B

Contrat Satisfied L FIN DK

Unsatisfied I P E

4. Figures shown in sections 3 and 4 are filtered and exclude people who have spontaneously an-swered not to have access to one of the eight general interest services surveyed. Results for 'Don'tknow' and 'Not applicable' categories are not shown not to overload the graph.

5. Reminder: the percentage of satisfaction shown is an average of percentages collected on four as-pects: whether or not the price paid is fair, the quality good or bad, the information received clear ornot, and the terms and conditions applicable to the contracts, fair or not..

The EU percentage isa weighted averageof people aged 15+ domestic percentages.


7

8

Electricity

3.3 Electricity distribution servicesQuality of electricity distribution services is found satisfactory by 93.7%

of Europeans. Only 56.6% think they pay a fair price for these serv i c e s

fair, whilst 39.3% find it ot be unfair.

99.4% of Danes think that the electricity distribution services that they use

is satisfactory. This is also true for 98.4% of Finns, and 97.2% of

Luxembourgers. The largest proportion of people who find this quality un-

satisfactory is found in Greece (7.9%).

The Danes are also proportionately more (90.6%) to think that the terms

and conditions of the contract made with the service providers are fair.

39.2% of Italians state the contrary.

Luxembourgers are proportionally more often satisfied with the price paid

(79.1%) and with the information received from their electricity serv i c e

provider (88.1%).

Around 60% of the Portuguese think that the price paid for the electricity

distribution services that they use is unfair. 53.3% of Belgians and 51%

of the Spanish share this opinion.

86.6% of the Danes are satisfied with the electricity distribution services,

a view which is only shared by 62,1% of the Portuguese.

G a s

With one exception, the same ranking can be observed for each of the aspects

s u rveyed. First the Dutch declare to be more satisfied, followed by the British

and then by the Luxembourgers. The exception concerns the price paid for

these serv i c e s .

For this aspect, it is in Luxembourg that there are pro p o rtionately more citizens

to be satisfied (74.2%). This opinion is shared by 73.5% of the British and

67.8% of the Dutch.ately more citizens to be satisfied (74.2%). This opinion is

s h a red by 73.5% of the British and 67.8% of the Dutch.There are pro p o rt i o-

nately more Italians to state that they are not satisfied with the price paid (54.8%),

with the information received (30.9%) and with the contracts (39.7%).

3.4. Gas distribution services6

6. Greece is not included in the calculation of EU percentage for the gas. The small number of peoplewho have access to this service (2,7%) would otherwise bias the results. In Finland and in Sweden, even-thought people have easy access to gas, few actually use it.

86.4% of Europeans are satisfied with the quality of gas distribution ser-

vices.

This feeling of satisfaction with the price paid is only shared by 54.8%

Europeans citizens whilst 34.9% are not satisfied with it.

There are proportionally more Dutch (95.3%) who think that the quality of

the services is satisfactory.

On the contrary, one Portuguese out of ten is unsatisfied with this quality

E l e c t ricity distri bution services

(%EU15 filtered on access)

Unsatisfied

Satisfied


1 2 3

Price Satiesfied L UK NL

Unsatisfied I P B

Quality Satiesfied NL UK L

Unsatisfied P D I

Information Satiesfied NL UK L

Unsatisfied I P D

Contract Satiesfied NL UK L

Unsatisfied I E P


1 2 3

Price Satisfied L UK IRL

Unsatisfied P B E

Quality Satisfied DK FIN L

Unsatisfied GR P I

Information Satisfied L DK UK

Unsatisfied S I P

Contract Satisfied DK L NL

Unsatisfied I P E

'Global percentage of satisfaction amongst users of electricity distribution services'


Unsatisfied

Satisfied

'Gas distribution services'

(% EU15 and filtered on access)

Unsatisfied

Satisfied

'Global percentage of satisfaction amongst users of gas distribution services'


Unsatisfied

Satisfied

*except Greece: %EU14

* except Greece: % EU14

82.6 % of the British are satisfied with the gas distribution services, against

only 16.7% of the Finnish (39,4%).



9

10

Water

The quality of water distribution services is the aspect which satisfies the

l a rgest number of Europeans (90.7%). This is followed by the clarity of

the information received (72.6%), by the terms and conditions of the

contract made with the service provider and lastly by the price paid (55.3%).

Conversely, 39.4% are not satisfied with this price.

There are proportionally more Danes who are satisfied with the quality of

this service (98.8%) and by the contract with the water service provider

(88.6%). It is in Luxembourg that the satisfaction with price and with the

i n f o rmation received is most widespread (respectively 82.7% and 87.8%).

Only 77.1% of Greeks are satisfied with the price paid.

There are proportionally more Italians who are unsatisfied with the quality

of the services (12.5%), with the information received (32.2%) and with

the contract with the service provider (37.7%). About one French (49.4%),

one Italian (48.7%), and one Belgian (47%) out of two is unsatisfied with

the price paid.

Nine people in Luxembourg out of ten (88.5%) are satisfied with water dis-

tribution services, against six Italians out of ten who are unsatisfied ( 6 0 , 5 % ) .

3.5. Water distribution services

P o s t

81.5% of European Union citizens are satisfied with the quality of postal

services, 78.6% with the information received from the service provider,

68% with the contracts and 67.3% for the price paid for the service. Almost

three Europeans out of ten find that this price is unfair.

It is in Germany that people are most frequently unsatisfied with the price

paid (49.7%). 43.5% of the Swedes and 35.8% of the Austrians share

this view.

On the contrary, 87.2% of the Irish, 87.1% of the British and 85.9% of

the Greeks are satisfied with this price. The Irish (94.8%) are also the

most satisfied with the quality of this service. It is in Italy that the largest

proportions of citizens who are not satisfied with the quality of this service

(31.9%), by the information received (23.5%) and by the contract (30%)

are found.

It is in Denmark that users are pro p o rtionally more satisfied with postal ser-

vices (86.8%), whilst only 63% of Italians share this view.

3.6. Postal services

Water distribution services'

(%EU15, filtered by access)

Unsatisfied

Satisfied

'Postal services'


Unsatisfied

Satisfied

'Global percentage of satisfaction amongst users of water distribution services'


Unsatisfied

Satisfied

Global percentage of satisfaction amongst users of postal services'


Unsatisfied

Satisfied


1 2 3

Price Satisfied L GR NL

Unsatisfied F I B

Quality Satisfied DK NL L

Unsatisfied I GR P

Information Satisfied L NL UK

Unsatisfied I D E

Contrac Satisfied DK L NL

Unsatisfied I P E


1 2 3

Price Satisfied IRL UK GR

Unsatisfied D S A

Quality Satisfied IRL UK L

Unsatisfied I F D

Information Satisfied DK L NL

Unsatisfied I D FIN

Contract Satisfied DK NL UK

Unsatisfied I E D



11

12

Urban transport

68.1% of Europeans are satisfied with information received from the urban

t r a n s p o rt services that they use, whilst 14.9% are unsatisfied. Four

E u ropeans out of ten (40.9%) are unsatisfied with the price paid to use

this service, whilst 49.8% are satisfied with it.

People in Luxembourg (82.8%), Greece (81.1%) and Denmark (80.6%)

a re the most satisfied with the information received, as opposed to the

Dutch, the Italians and the Germans who are respectively 24.4%, 23.2%

and 17.6% who find that this information is unclear.

There are proportionally more Luxembourgers who are satisfied with the

quality of these services (87.3%) and with the price paid 79.8%.

39.2% of Italians are unsatisfied with this quality and 33.9% think that the

terms and conditions of this contract are unfair. The Dutch are most fre-

quently unsatisfied with the price paid (58.2%), followed by the Germans

(55.6%) and the Portuguese (45.5%).

82.1% of people in Luxembourg are satisfied with the urban transport ser-

vices that they use, against 53,3% of Italians.

3.7. Urban transport services

Rail services

It is about the price paid that the largest proportions of Europeans are un-

satisfied. 45.9% share this view about the rail services between cities,

whilst only 41.6% are satisfied with this service.

64.9% of European citizens think that the information received is clear, 61.7%

a re satisfied with the quality of these services and 52.7% of the terms and

conditions of the contract applicable to these services.

3.8. Rail services between cities

'Urban transport services'


Unsatisfied

Satisfied


1 2 3

Price Satisfied L GR DK

Unsatisfied NL D P

Quality Satisfied L DK S

Unsatisfied I NL D

Information Satisfied L GR DK

Unsatisfied NL I D

Contract Satisfied DK L FIN

Unsatisfied I E D

'Rail services between cities'


Unsatisfied

Satisfied

'Global percentage of satisfaction amongst users of rail services between cities'


Unsatisfied

Satisfied


1 2 3

Price Satisfied L GR DK

Unsatisfied NL D I

Quality Satisfied L DK GR/FIN

Unsatisfied I D NL

Information Satisfied L DK GR

Unsatisfied I D NL

Contract Satisfied DK L FIN

Unsatisfied I E D

'Global percentage of satisfaction amongst users of urban transport services'


Unsatisfied

Satisfied

60.9% of the Dutch believe that the price paid for rail services between

cities is unfair. On the contrary, 78.1% of Luxembourgers, 77.6% of Gre e k s

and 58.5% of Danes find this price satisfactory.

In Luxembourg, there are pro p o rtionately more people satisfied with the

quality of these services (86.6%), and with the information received (82.1%).

It is in Italy that the largest proportion of citizens who are unsatisfied with

the quality of these services (43%), the information received (25.2%) and

the terms and conditions of the contract applicable to rail services between

cities (39.2%) may be found.

Eight Luxembourgers out of ten (80.7%) are satisfied with the rail serv i c e s

between cities that they use, whilst only 46.1% of the Germans share this

view.



13

14

C o m p l a i n t s C o m p l a i n t s

Between 6.1% and 2.5 % of European citizens have made a complaint

regarding one of the services of general interest surveyed.

The largest proportion of complaints regarding mobile telephone

s e rvices was made either to a mediator or the service provider itself.

Conversely, it is regarding the rail services between cities that propor-

tionately less complaints were made.

The opinion of Europeans who have made a complaint in the last twelvemonths regarding how this complaint was handled depends on the typeof service. In the case of four services, the pro p o rtion of people whothink that the complaint they have made has been badly dealt with ish igher than that of people who think that their complaint has been wellhandled. Theses services are: gas distribution services, postal serv i c e s ,urban transport services and rail services between cities.

7. Reminder, Greece is not include in the calculation of EU percentages for the gas. The small numberof people who have access to this service (2.7%) would otherwise bias the results.

4. Complaints made by Euro p e a n sin the last twelve months and how these were dealt with7

Mobile telephone services:

Fixed telephone services:

Electricity distribution services:

Gas distribution services:

The following graphs show for each sector surveyed the per-

centage of Europeans who have made a complaint in the last

twelve months and their opinion about the way it was

handled.

* except Gas: % EU 14

' Percentage of Europeans who have made

a complaint in the last twe l ve months'

( % E U 1 5 ,f i l t e red on access)

' We re complaints made by Euro p e a n s

to services of general interest dealt

with well, or not?(% EU15, filtered

on access)

DK

No

Yes

DK

No

Yes

' We re complaints made by

Europeans to services of mobile

telephone dealt with we l l, or not?

(% EU15)


Europeans to services of fixed

telephone dealt with we l l, or not?

(% EU15)


E u ropeans to services of electri c i t y

d i s t ri bution dealt with we l l, o r

not? (% EU15)


E u ropeans to services of gas

d i s t ri bution dealt with we l l , or not?

(% EU15)

6,1%

% of complaints mades

5,6%

% of complaints made

2,9%


2,6%


* except Gas: % EU 14

15

2,5%


2,5%


3,4%


2,6%


16

C o m p l a i n t s

Water distribution services:

Postal services:

Urban transport services:

Rail services between cities:

' We re c om pl a i n t s m a de by

E u ropeans to services of wat e r-

d i s t ri bution dealt with we l l, o r

not? (% EU15)

' We re c om p l ai nt s m ad e by

E u ropeans to postal services

dealt with we l l, or not? (% EU15)

' We re c o mp l ai nt s m ad e by

E u ropeans to service of urban

t ra n s p o r t dealt with we l l, or not?

(% EU15)

' We re c om p l a i n ts m ad e by

E u ropeans to rail services betwe e n

cities dealt with we l l, or not? (%

E U 1 5)

c o m m i s s i o n , d i re c t o r at e - g e n e r al

Documents