survey on consumer behaviour and …...title: - survey on consumer behavior and product recalls...
TRANSCRIPT
Contract ndeg 2018 85 01 under FWC EAHC 2013CP03 Lot 1
Written by Ipsos Date April 2019
Justice and Consumers
SURVEY ON CONSUMER BEHAVIOUR AND PRODUCT
RECALLS EFFECTIVENESS
Annex to the Final Report
EUROPEAN COMMISSION
Produced by Consumers Health Agriculture and Food Executive Agency (CHAFEA) on
behalf of
Directorate-General for Justice and Consumers
Unit E4 (Product Safety and Rapid Alert System)
E-mail JUST-E4eceuropaeu
European Commission
B-1000 Brussels
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 3
Survey on Consumer Behaviour and Product Recalls
Effectiveness
Annex to the Final Report
This Annex was produced under the EU Consumer Programme (2014-2020) in the frame of a service contract with the Consumers Health Agriculture and Food Executive Agency (Chafea)
acting under the mandate from the European Commission
The content of this report represents the views of the contractor and is its sole responsibility it
can in no way be taken to reflect the views of the European Commission andor Chafea or other body of the European Union
The European Commission andor Chafea do not guarantee the accuracy of the data included in this report nor do they accept responsibility for any use made by third parties thereof
More information on the European Union is available on the Internet (httpeuropaeu)
More information on the European Union is available on the Internet (httpeuropaeu)
Luxembourg Publications Office of the European Union 2019
Project number 20191555
Title - Survey on consumer behavior and product recalls effectiveness ndash Annex to Main Report
Language version
SupportVolume Catalogue number ISBN DOI
EN PDF PDFVolume_01
EB-04-19-249-EN-N 978-92-9478-093-5 102818646367
copy European Union 2019
Reproduction is authorised provided the source is acknowledged
Europe Direct is a service to help you find answers
to your questions about the European Union
Freephone number ()
00 800 6 7 8 9 10 11
() The information given is free as are most calls (though some operators phone boxes or hotels may charge
you)
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 5
TABLE OF CONTENTS
1 INTRODUCTION 6
Breakdown by region and country (Sections 1-5) 6
Breakdown by sociodemographic variable (Section 6) 8
2 AWARENESS OF RIGHTS AND RESPONSIBILITIES 10
21 General awareness 10
22 Awareness by product category 11
23 Assigning responsibility 12
3 PRODUCT REGISTRATION 13
31 General awareness 13
32 Consumer behaviour 14
33 Drivers of consumer behaviour 16
4 EXPOSURE TO PRODUCT RECALLS 17
41 Overall exposure and exposure for products owned 17
42 Exposure by product category 18
43 Online versus offline purchases 19
44 Exposure by communication channel 20
45 Preferred communication channels 21
5 CONSUMER RESPONSES TO PRODUCT RECALLS 22
51 Responses to general product recall information 22
52 Responses to product recalls for products owned 22
53 Drivers of consumer actions ndash hypothetical scenario 23
54 Drivers of consumer actions ndash real scenario 25
6 THE IMPACT OF PRODUCT RECALLS 26
61 Responses from manufacturerssellers 26
62 Consumer satisfaction with the recall experience 26
63 Satisfaction with product recall information 27
64 Satisfaction with product recall information 28
7 VULNERABLE CONSUMERS 29
71 Awareness of rights and responsibilities 29
72 Product registration 31
73 Exposure to product recalls 34
74 Consumer responses to product recalls 37
75 Drivers of consumer actions 39
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 6
1 Introduction
This Annex completes the Final Report of the Survey on Consumer Behaviour and
Product Recall Effectiveness with further references and extended data breakdowns
The first six sections contain breakdowns for all questions asked in the survey (and for
which the sample size allows for statistically robust comparisons) by region and
country The last section contains breakdowns by sociodemographic characteristics of
the respondents for a selection of the most relevant questions
The visuals and results presented in this Annex follow the structure and flow of the
Final Report detailing the perceptions and experiences of European consumers in the
following areas
bull Section 1 Awareness ndash Are consumers aware in general of their rights and
manufacturersrsquosellers responsibilities What drives consumer awareness
bull Section 2 Product registration ndash Are consumers aware of the benefits of
product registration Do they register products after purchasing them and what
motivates them to do so
bull Section 3 Exposure to recalls ndash What proportion of consumers exposed to
product recall information Is exposure relevant for consumers and does it
differ per sector How can product recall information reach consumers more
effectively
bull Section 4 Consumer reponses ndash How do consumers react to product recall
information What drives consumer behaviour and consumer inaction
bull Section 5 Impact of recalls ndash How satisfied are consumers with product
recall information What can be improved to engage consumers and improve
the effectiveness of product recalls
These sections correspond to the five stages we have identified as part of the
consumer journey with product recalls as presented in the visual below1
Breakdown by region and country (Sections 1-5)
Data breakdowns in this Annex are presented consistently for each question asked in
the survey for the following categories
bull EU28 ndash all 28 Member States of the European Union
1 Reporting will focus on key results at EU28 level per region (North West East South) and per country where relevant
Awareness of rights and
responsibilities
Impact of product recalls
Consumer responses
Exposure to product
recalls
Product registration1
2
3
4
5
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 7
bull EU27_2019 ndash all 27 Member States of the European Union excluding the
United Kingdom
bull Region ndash North South East and West (see the table below for a breakdown)
bull Country ndash all 30 countries surveyed
The table below presents an overview of the distribution of all surveyed countries
included in the visuals by region including the respective abbreviations used for each
surveyed country
Each visual contains breakdowns of multiple question items Each question item is
represented by a single column with the highest and lowest three results within the 30
Country EU27_2019 EU28 Region North
Region East
Region South
Region West
AT Austria X X X
BE Belgium X X X
BG Bulgaria X X X
CY Cyprus X X X
CZ Czech Republic X X X
DE Germany X X X
DK Denmark X X X
EE Estonia X X X
EL Greece X X X
ES Spain X X X
FI Finland X X X
FR France X X X
HU Hungary X X X
HR Croatia X X X
IE Ireland X X X
IT Italy X X X
LT Lithuania X X X
LU Luxembourg X X X
LV Latvia X X X
MT Malta X X X
NL Netherlands X X X
PL Poland X X X
PT Portugal X X X
RO Romania X X X
SE Sweden X X X
SI Slovenia X X X
SK Slovakia X X X
UK United Kingdom X
NO Norway
IS Iceland
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 8
surveyed countries indicated by colour highlights green for the top three and blue for
the bottom three2
The visuals contain averages for each of the categories shown above which are
presented as proportions (eg 305) for binary variables or as averages (eg 75)
for scale variables Results presented in the visuals have been tested against the EU28
average to determine whether they differ statistically on the 05 significance level If
the difference is significant a star symbol () appears after the figure3
Breakdown by sociodemographic variable (Section 6)
The last section of the Annex presents a selection of visuals containing the results of a
multivariate analysis It was conducted to investigate the link between key
sociodemographic factors and consumer experiences and perceptions of product
recalls at different stages of the recall process It is structured along the five stages of
the consumer product recall journey and presents a breakdown based on the following
sociodemographic characteristics
bull Gender (male female)
bull Age (18-34 34-54 55-64 65+)
bull Level of education (low medium high ndash based on the ISCED classification)
bull Financial situation (very difficult fairly difficult fairly easy very easy)
bull Urbanisation (rural area small town large town)
bull Employment status (eight categories)4
bull Online buying behaviour (frequent occasional do not buy online)
bull Having children (no children younger than four four to 12 years older than
12)
The multivariate analysis uses various regression models to estimate differences
between the categories or levels of sociodemographic variables on key questions
It explores the relationship between a specific independent variable (eg age) and a
dependent variable (eg awareness of product recalls) while considering the effects
of other independent variables (eg gender education etc) This type of analysis is
considered more appropriate when exploring the impact of socio-demographic
variables due to the potential overlap (correlations) between different socio-
demographic factors which need to be considered when measuring the extent to which
one of these factors affects the dependent variables In all models a control variable
on the region of residence of the person interviewed (North South East and West)
has been included The following regression models are used for the analysis of the
different dependent variables
bull Logit models when the dependent variable is binary (ie it takes only two
possible values 0 and 1 eg trust in product safety trust in environmental
claims)
2 Please note that belonging to the top three countries (highest figures) for a certain question does not always indicate a positive result and vice versa As such each question should be interpreted separately based on its framing and content
3 It should be noted that the top and bottom three figures do not always differ statistically from the EU28 average This is reflected in the presence or absence of the star symbol () after the figure
4 Self-employed manager other white collar blue collar student unemployed seeking a job retired
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 9
bull Poisson models for dependent variables that can be thought of as a count
variable (eg knowledge of consumer rights trust in organisations)
bull Linear models when the dependent variable is assumed to be numerical and
linear (eg problems and complaints)
Each visual contains results from one question or question item The values shown in
the tables of the sociodemographic analysis are based on model estimates5
Statistically significant differences between categories or levels of a socio-demographic
variable are indicated with letters (eg A B) next to each figure The categories of a
socio-demographic variable are statistically significant different from each other
except when the categories share the same letter If two groups contain different
letters (eg A and B) or no letters at all this indicates that the results for these
groups are statistically different When a category is associated with a blank it is
statistically significant different from all the other categories Differences and
equalities for socio-demographic results are only considered within each
sociodemographic variable (eg 18-34 years old vs 35-54 years old) and not between
sociodemographic variables (eg 18-34 yearsrsquo old vs women)
In addition to differences across sociodemographic subgroups for each variable the
three sociodemographic characteristics most closely linked to the reported question
(eg awareness of product recalls) are reported below each visual They are reported
in order of the magnitude of the link starting with the strongest link
5 Model estimates are calculated using the margins function in Stata A margin is a statistic based on a fitted model calculated over a dataset in which some of or all the covariates are fixed at values different from what they really are In the models estimated for this report the margins function calculates the predicted means for the different values of a socio-demographic variable (eg age) while all the other covariates (including the other socio-demographic variables) are hold fixed In practice the estimated value of a dependant variable Y (eg the of persons who are aware of manufacturersrsquo legal responsibility to recall dangerous products) for the male category is obtained under the hypothesis that all the persons interviewed are males while their remaining sociodemographic characteristics (used in the model as regressors) corresponds to the categories observed in the sample In addition a pwcompare (group effects) option was added to the function to perform pairwise comparisons between all levels of a socio-demographic variable based on the estimated models These comparisons provided information to determine the variables with the closest link with the respective dependent variable
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 10
2 Awareness of rights and responsibilities
21 General awareness
Yes I think
they are
No I think
they are notI donrsquot know
EU28 755 114 131
EU27_2019 754 115 131
North 732 96 171
South 691 123 186
East 772 70 158
West 785 128 87
BE 733 140 126
BG 531 63 405
CZ 855 71 74
DK 655 160 185
DE 836 102 62
EE 905 10 85
IE 822 83 96
EL 705 27 268
ES 546 142 312
FR 740 188 72
HR 630 299 71
IT 804 135 61
CY 718 37 245
LV 761 28 210
LT 802 57 140
LU 799 102 100
HU 975 15 10
MT 579 90 331
NL 791 120 89
AT 805 110 85
PL 820 57 123
PT 650 73 277
RO 633 90 277
SI 931 09 60
SK 764 47 189
FI 840 54 106
SE 668 119 213
UK 765 107 128
IS 675 103 223
NO 761 108 131
The figure is significantly different (plt005) compared to the EU28 resultq5 - base all respondents N=25541
q5 - Do you know if manufacturers are legally required to recall products that are dangerous to consumers
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 11
22 Awareness by product category
q4 - Which of the following products do you believe can be subject to product recalls
Cars or other
motor vehicles
Home electrical
appliances such
as washing
machines water
boilers and
cookers
Electronic products
such as computers
mobile phones and
accessories such as
chargers
Products for
children such
as toys or
childcare
products
Cosmetics Any type of
product
EU28 864 857 877 913 735 640
EU27_2019 853 843 873 908 738 635
North 875 881 899 919 715 636
South 869 849 896 906 713 556
East 734 766 767 857 744 664
West 910 893 908 936 744 675
BE 906 838 859 916 722 740
BG 698 803 764 866 787 690
CZ 735 785 790 964 823 654
DK 919 792 854 935 749 557
DE 913 930 928 952 784 710
EE 904 939 948 834 619 759
IE 931 932 920 907 687 681
EL 880 889 869 938 865 815
ES 944 918 935 890 684 489
FR 864 794 887 913 737 601
HR 799 795 894 847 699 565
IT 817 793 878 927 709 532
CY 738 880 861 927 785 761
LV 748 806 823 822 641 636
LT 682 841 838 778 535 491
LU 845 861 874 872 655 685
HU 849 857 836 936 765 716
MT 836 827 805 890 768 760
NL 933 897 923 950 709 704
AT 923 887 896 939 785 748
PL 635 655 652 817 746 655
PT 847 825 867 814 701 701
RO 846 881 878 793 610 620
SI 951 938 927 954 885 917
SK 720 796 845 980 933 759
FI 902 975 982 966 814 749
SE 913 897 904 955 719 644
UK 944 953 906 942 712 674
IS 950 888 927 965 787 852
NO 935 857 874 933 682 650
q4 - base all respondents N=25541The figure is significantly different (plt005) compared to the EU28 result
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 12
23 Assigning responsibility
It is the
responsibility of
the
manufacturer
to recall the
product as soon
as they know
about the risks
it poses
It is the
responsibility of
the seller to
inform
consumers who
purchased the
product about
the risks it
poses
Consumers
who learn
about a recall
notice about a
product they
have purchased
should take
action
immediately
It is important
for consumers
to pay attention
to product
recalls
EU28 980 883 923 939
EU27_2019 980 879 919 938
North 983 908 889 936
South 980 902 944 947
East 986 869 932 950
West 978 875 912 930
BE 989 929 859 962
BG 978 858 924 949
CZ 991 942 931 950
DK 991 908 897 927
DE 987 858 924 928
EE 984 900 922 961
IE 990 933 964 951
EL 993 944 984 991
ES 987 972 985 957
FR 952 848 904 915
HR 930 871 893 910
IT 970 830 900 925
CY 995 943 989 994
LV 977 912 909 965
LT 983 907 919 976
LU 985 959 943 969
HU 997 858 943 959
MT 989 955 987 981
NL 982 891 757 930
AT 997 851 928 942
PL 986 806 948 937
PT 992 968 981 983
RO 993 931 969 977
SI 996 933 813 962
SK 979 965 757 955
FI 967 947 904 939
SE 988 888 859 918
UK 986 909 947 939
IS 998 959 946 982
NO 987 874 907 925
q8b - base all respondents N=25541
The figure is significantly different (plt005) compared to the EU28 result
q8b - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about product recalls
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 13
3 Product registration
31 General awareness
Yes I did No I didnrsquot
know
EU28 397 603
EU27_2019 385 615
North 304 696
South 369 631
East 334 666
West 445 555
BE 362 638
BG 279 721
CZ 350 650
DK 241 759
DE 405 595
EE 261 739
IE 444 556
EL 281 719
ES 277 723
FR 503 497
HR 454 546
IT 455 545
CY 236 764
LV 252 748
LT 292 708
LU 392 608
HU 418 582
MT 274 726
NL 379 621
AT 392 608
PL 289 711
PT 378 622
RO 348 652
SI 398 602
SK 375 625
FI 353 647
SE 333 667
UK 481 519
IS 229 771
NO 336 664
The figure is significantly different (plt005) compared to the EU28 result
q9a - base all respondents N=25541
q9a - Did you know that by registering a product you can be contacted directly in case there is a problem with that product
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 14
32 Consumer behaviour
Yes Sometimes No
EU28 401 286 313
EU27_2019 377 291 332
North 394 263 343
South 358 281 361
East 453 226 320
West 404 308 288
BE 420 264 315
BG 449 99 452
CZ 437 266 296
DK 442 207 352
DE 307 373 319
EE 327 337 335
IE 532 251 217
EL 492 307 201
ES 355 293 351
FR 377 298 325
HR 425 191 383
IT 339 278 383
CY 275 215 510
LV 346 191 464
LT 448 211 341
LU 198 282 520
HU 483 120 397
MT 476 135 389
NL 420 289 291
AT 341 305 354
PL 340 347 312
PT 406 248 346
RO 652 111 238
SI 397 152 451
SK 425 288 287
FI 316 417 267
SE 420 211 369
UK 536 258 205
IS 366 136 499
NO 471 206 323
The figure is significantly different (plt005) compared to the EU28 result
q9b - base consumers who know they can be contacted in case there is a problem
with a product after you registered the product N=9128
q9b - And do you usually register the product so you can be contacted in case of problems with that product
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 15
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 16
33 Drivers of consumer behaviour
Note for the following countries the base size is smaller than 100 LU CY EE LV LT MT and IS For these countries no robust comparisons can be made regarding q10
q10 - How important are the following factors in your decision to register your contact
details when buying a product
There is
minimum effort
required on my
part
I receive an
incentive such
as a voucher
discount or
gift
Registration will
allow the seller or
manufacturer to
inform me about
potential issues with
the product
I know my data
such as email
address will not
be used for
marketing
purposes
I trust the
brand or seller
The product is
expensive
EU28 76 56 86 85 81 69
EU27_2019 75 57 85 86 81 68
North 75 47 84 80 79 70
South 75 65 88 87 83 70
East 74 60 86 83 81 70
West 77 52 84 85 80 68
BE 68 55 84 79 78 66
BG 78 63 84 75 76 77
CZ 66 51 83 75 78 72
DK 72 38 83 79 80 64
DE 77 38 82 91 82 55
EE 73 59 87 84 77 78
IE 79 56 87 83 79 75
EL 78 61 89 83 74 75
ES 81 59 90 91 85 67
FR 76 71 86 86 81 76
HR 79 77 86 83 84 80
IT 70 67 87 85 83 71
CY 83 60 91 87 79 89
LV 72 69 82 74 76 77
LT 75 67 86 74 70 84
LU 75 66 79 80 76 63
HU 77 58 91 82 83 75
MT 82 58 88 88 88 63
NL 70 52 81 82 77 66
AT 77 47 82 88 83 53
PL 68 57 81 85 79 71
PT 77 68 90 87 83 74
RO 82 66 94 87 86 63
SI 77 65 89 71 82 75
SK 68 56 86 78 80 71
FI 79 44 85 85 83 68
SE 73 44 82 77 78 68
UK 79 50 86 79 78 76
IS 76 34 87 81 79 77
NO 68 43 81 79 73 68
q10 - base respondents who have registered a product so that they can be contacted in case there is a problem
with the product N=6175
The figure is significantly different (plt005) compared to the EU28 result
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 17
4 Exposure to product recalls
41 Overall exposure and exposure for products owned
Yes No Yes No
EU28 565 435 124 876
EU27_2019 543 457 119 881
North 606 394 84 916
South 456 544 130 870
East 463 537 54 946
West 657 343 152 848
BE 618 382 115 885
BG 222 778 29 971
CZ 613 387 45 955
DK 675 325 124 876
DE 676 324 166 834
EE 560 440 54 946
IE 707 293 167 833
EL 465 535 69 931
ES 313 687 91 909
FR 555 445 143 857
HR 505 495 157 843
IT 573 427 186 814
CY 261 739 15 985
LV 398 602 38 962
LT 380 620 32 968
LU 371 629 111 889
HU 486 514 60 940
MT 334 666 40 960
NL 692 308 103 897
AT 718 282 178 822
PL 434 566 56 944
PT 409 591 51 949
RO 447 553 45 955
SI 746 254 47 953
SK 572 428 35 965
FI 802 198 112 888
SE 569 431 74 926
UK 721 279 156 844
IS 648 352 79 921
NO 607 393 83 917
q6 amp q11 - base all respondents N=25541
The figure is significantly different (plt005) compared to the EU28 result
q6 - Apart from [two real-life examples of recalls] in the past 2 years have you seen or heard any other information notices ads or announcements concerning the recall of a specific product
q11 - In the last two years have you seen or received any notice or request to return a product you had purchased yourself
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 18
42 Exposure by product category
q7a - In the last 2 years for which of the following product categories did you see or
hear information about product recalls
Cars or other
motor vehicles
Home electrical
appliances such
as washing
machines water
boilers and
cookers
Electronic products
such as computers
mobile phones and
accessories such as
chargers
Products for
children Cosmetics Other
EU28 788 334 553 605 225 309
EU27_2019 777 274 547 616 247 313
North 732 272 589 692 148 259
South 788 226 558 570 276 204
East 667 212 506 669 283 339
West 827 412 560 591 198 342
BE 870 191 641 611 147 352
BG 624 144 362 530 229 120
CZ 610 173 445 894 241 257
DK 808 190 649 796 165 233
DE 878 266 492 551 211 359
EE 769 119 308 481 65 125
IE 845 427 650 570 164 416
EL 790 228 645 588 326 199
ES 889 130 445 656 350 53
FR 706 452 613 682 319 366
HR 730 374 611 717 424 229
IT 739 271 611 552 254 268
CY 474 198 197 494 138 118
LV 748 205 361 474 123 159
LT 644 418 644 561 172 216
LU 702 228 520 485 125 415
HU 739 246 450 639 163 239
MT 623 125 312 456 123 317
NL 788 256 595 751 173 410
AT 906 291 505 508 163 308
PL 583 161 503 643 322 443
PT 875 185 429 410 160 195
RO 891 332 657 546 235 289
SI 682 153 369 591 101 706
SK 459 130 380 805 506 263
FI 656 356 678 791 186 333
SE 750 263 535 626 118 259
UK 847 652 583 542 108 284
IS 869 96 526 799 117 202
NO 779 263 479 461 100 264
q7a - base respondents who have seen or heard about product recalls N=14093The figure is significantly different (plt005) compared to the EU28 result
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 19
Note Due to the low overall sample available is it not possible to draw statistically robust comparisons for specific countries Therefore no country results are displayed for questions q12a and q12b
43 Online versus offline purchases
q12a - Which product category did the recalled product belong to [this question refers
to general notices about product recalls]
Cars or other
motor
vehicles
Home electrical
appliances such
as washing
machines
water boilers
and cookers
Electronic
products such
as computers
tablets and
mobile phones
Electronic
product
accessories
such as
chargers and
adapters
Products for
childrenCosmetics Other
EU28 465 113 151 81 44 43 104
EU27_2019 436 100 167 84 50 49 114
North 352 116 165 115 93 11 148
South 404 97 161 133 40 56 109
East 238 118 227 89 108 69 151
West 530 119 135 54 34 35 93
q12a - base respondents who have seen or received notices about recalled products that they have
purchased N=2393
The figure is significantly different (plt005) compared to the EU28 result
q12b - Did you purchase the product
online or offline
Online Offline Donrsquot know
EU28 186 801 13
EU27_2019 191 798 12
North 154 782 64
South 144 850 06
East 260 726 15
West 197 791 12
q12b - base respondents who have seen or received notices about
recalled products that they have purchased N=2393
The figure is significantly different (plt005) compared to the EU28 result
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 20
44 Exposure by communication channel
q7b - How did you seehear about product recalls
Traditional
press or
media (eg
newspapers
television
radio etc)
Online media
A consumer
association or
a dedicated
information
service
platform
A physical
store
The sellerrsquos
or
manufacturer
rsquos website
A friend or
acquaintanceDonrsquot know
EU28 798 536 191 238 184 293 08
EU27_2019 796 537 194 221 183 305 07
North 797 507 111 139 146 183 11
South 772 540 210 171 172 377 06
East 754 608 151 128 218 303 07
West 819 519 202 301 183 270 08
BE 866 481 184 176 143 214 11
BG 673 391 32 55 112 189 18
CZ 848 612 210 116 245 303 02
DK 846 645 222 106 134 247 12
DE 868 507 162 307 136 254 06
EE 663 481 42 145 89 124 00
IE 808 580 195 320 208 270 16
EL 680 691 179 103 133 305 14
ES 883 520 171 140 111 345 04
FR 731 508 295 294 265 410 03
HR 602 384 274 199 320 513 00
IT 731 543 239 208 217 427 05
CY 567 344 22 35 144 199 00
LV 600 662 56 73 116 155 09
LT 659 702 154 170 227 348 29
LU 754 433 86 182 121 243 04
HU 729 547 125 86 108 198 03
MT 516 678 19 43 34 193 17
NL 832 569 216 207 185 168 16
AT 889 486 245 401 122 191 00
PL 668 689 143 124 246 272 11
PT 863 409 145 56 50 166 08
RO 898 628 167 178 228 452 08
SI 756 469 87 126 100 131 02
SK 791 549 70 83 193 201 00
FI 888 441 92 113 169 165 04
SE 760 408 58 184 130 132 13
UK 806 536 175 326 190 225 13
IS 850 680 157 128 155 202 00
NO 672 558 93 75 102 104 16
q7b - base respondents who have seen or heard about product recalls N=13835
The figure is significantly different (plt005) compared to the EU28 result
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 21
45 Preferred communication channels
q18 - How would you prefer to receive information about recalls of products you have
purchased
Traditional
press or media Online media
A consumer
association or a
dedicated
information
service platform
Visual
communication
The sellerrsquos or
manufacturerrsquos
website
Directly
Via a
notification
through a
mobile
application
EU28 825 624 545 635 559 840 554
EU27_2019 827 628 557 632 567 828 544
North 811 602 456 558 520 890 503
South 832 647 603 620 570 845 580
East 796 675 549 660 634 847 662
West 834 595 523 641 530 829 504
BE 866 625 544 629 592 878 576
BG 741 631 496 627 559 785 542
CZ 817 650 441 578 540 803 541
DK 832 661 498 492 404 881 437
DE 862 610 526 663 507 789 366
EE 800 636 370 551 480 866 468
IE 829 627 550 705 550 921 676
EL 749 725 676 603 605 855 716
ES 877 656 675 733 635 869 650
FR 793 545 556 606 558 769 544
HR 750 659 544 572 558 813 594
IT 817 632 520 535 514 819 491
CY 811 596 535 437 501 764 504
LV 690 654 497 667 585 840 587
LT 679 698 547 611 611 844 562
LU 861 618 467 675 583 747 446
HU 790 657 554 669 580 775 573
MT 732 687 595 498 487 957 700
NL 884 666 549 578 585 836 572
AT 905 616 636 703 525 837 412
PL 826 708 577 705 709 862 734
PT 817 623 708 651 580 888 662
RO 774 683 623 698 663 942 772
SI 684 524 337 405 275 659 227
SK 780 627 440 564 583 802 537
FI 903 624 478 562 554 905 577
SE 811 513 395 558 532 915 470
UK 808 597 458 652 505 928 619
IS 891 799 627 608 595 914 594
NO 703 536 416 475 387 933 499
q18 - base all respondents N=25541The figure is significantly different (plt005) compared to the EU28 result
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 22
5 Consumer responses to product recalls
51 Responses to general product recall information
Note the last column of this table is based on a derived proportion of those respondents who owned the product but 1) did not follow the instrution of the notice and 2) did not say that they took no action in response to it
52 Responses to product recalls for products owned
Note Due to the low overall sample available is it not possible to draw statistically robust comparisons for specific countries Therefore no country results are displayed for question q12c
You checked
to see if it
concerned a
product you
owned
You took no
action
because you
did not own
the product
Told other
people about
it
Owned the product
and followed the
instructions of the
recall notice
Took no
action even
though you
owned the
product
Took some action but
did not follow the
instructions of the
recall notice1
EU28 774 790 616 649 143 208
EU27_2019 765 802 625 634 161 205
North 659 801 447 467 198 335
South 827 802 731 748 130 123
East 684 783 665 424 157 419
West 790 786 577 694 139 168
The figure is significantly different (plt005) compared to the EU28 result
q7c1 - base respondents who have seen or heard about product recalls N=14093
q7c1 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the communication about the product recall
q12c - Thinking about this product recall what actions did you take in response
You contacted
the
manufacturer
seller for more
information
You contacted
the
manufacturer
seller for
reimbursement
You returned
the product
You threw
the product
away
You
continued
using the
product with
extra caution
You told
others about
the product
recall
You took no
action
EU28 557 413 463 73 312 490 39
EU27_2019 547 434 448 81 280 483 41
North 394 394 471 50 141 273 118
South 561 360 404 118 277 530 25
East 490 446 476 118 276 427 72
West 574 433 488 48 342 493 37
q12c - base respondents who have seen or received notices about recalled products that they have
purchased N=2393
The figure is significantly different (plt005) compared to the EU28 result
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 23
53 Drivers of consumer actions ndash hypothetical scenario
If the
potential
danger was
clearly
communicated
and it seemed
serious
If the specific
action to take
was clearly
communicate
d
If the product
was
expensiveva
luable
If there was
a financial
incentive
If I had
already
experienced
the issue that
was identified
in the
product recall
Other
EU28 955 935 799 648 919 440
EU27_2019 952 931 791 650 915 434
North 967 922 865 725 946 426
South 950 944 744 635 906 346
East 950 923 782 658 914 540
West 959 936 827 643 924 452
BE 940 921 837 664 888 540
BG 879 819 732 653 797 556
CZ 954 926 867 814 876 599
DK 970 888 852 726 940 358
DE 974 959 858 654 969 416
EE 974 933 897 760 962 754
IE 959 933 884 666 933 529
EL 962 934 818 660 938 483
ES 974 962 704 600 955 182
FR 917 874 743 638 833 402
HR 870 811 752 645 707 290
IT 924 926 734 635 851 365
CY 967 948 835 730 939 597
LV 924 914 899 859 934 641
LT 936 927 888 737 924 352
LU 950 923 884 712 959 552
HU 961 924 871 697 957 624
MT 949 928 849 769 906 481
NL 974 952 847 615 952 664
AT 971 957 865 663 973 382
PL 961 924 867 679 963 562
PT 984 972 893 747 973 804
RO 955 969 519 471 886 471
SI 987 982 945 887 987 545
SK 976 953 830 737 950 541
FI 975 946 875 653 967 541
SE 977 926 849 730 943 338
UK 979 962 853 634 948 485
IS 972 939 797 626 940 344
NO 961 931 877 780 948 429
q8a1 - base all respondents N=25541
The figure is significantly different (plt005) compared to the EU28 result
q8a1 - If you heard [about two real-life examples of product recalls] and you owned one of [the recalled products] what would have made you take any actions
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 24
If the potential
danger was
clearly
communicated
and it seemed
serious
If the specific
action to take
was clearly
communicated
If the product
was
expensiveva
luable
If there was
a financial
incentive
If the person I
knew had already
experienced the
issue that was
identified in the
product recall
Other
EU28 948 920 751 618 903 427
EU27_2019 943 916 745 622 898 422
North 948 887 780 636 887 405
South 947 927 708 609 898 327
East 946 921 760 638 914 552
West 949 920 767 613 902 433
BE 917 887 762 602 887 527
BG 869 820 737 637 805 555
CZ 953 917 836 794 919 600
DK 938 857 734 606 871 342
DE 958 937 802 636 945 395
EE 958 946 874 635 934 753
IE 962 939 802 609 929 516
EL 950 917 777 636 906 486
ES 980 946 656 570 959 144
FR 914 880 687 625 814 392
HR 866 843 712 644 722 294
IT 917 911 709 610 851 357
CY 854 808 692 577 808 491
LV 915 883 855 819 895 637
LT 934 889 826 712 870 349
LU 880 855 823 656 941 514
HU 954 916 819 679 912 634
MT 887 858 783 682 849 441
NL 945 898 758 553 876 637
AT 950 941 808 630 938 359
PL 956 925 847 661 960 576
PT 979 954 864 744 909 784
RO 956 962 506 454 889 498
SI 978 974 942 894 977 543
SK 968 940 806 663 938 530
FI 961 927 812 531 902 509
SE 955 874 748 655 886 308
UK 977 945 793 588 936 457
IS 964 900 726 518 912 335
NO 950 910 824 720 916 411
q8a2 - base all respondents N=25541
The figure is significantly different (plt005) compared to the EU28 result
q8a2 - If you heard [about two real-life examples of product recalls] and you knew someone who owned one of [the recalled products] what would have made you take any actions
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 25
54 Drivers of consumer actions ndash real scenario
q7cx1 - What would have made you take some action
If the potential
danger was
more clearly
communicated
and seemed
serious
If the specific
action to take
was more
clearly
communicated
If the product
was expensive
valuable
If I knew
someone who
owned the
product
If I owned the
product myself
EU28 900 843 739 926 979
EU27_2019 895 843 735 918 978
North 901 780 770 913 968
South 933 881 731 907 990
East 945 903 778 947 971
West 875 820 727 928 979
BE 921 837 753 916 975
BG 958 874 808 875 879
CZ 975 947 880 947 971
DK 934 873 759 944 978
DE 826 785 714 952 989
EE 961 887 885 955 992
IE 924 844 779 944 987
EL 984 950 860 944 990
ES 951 867 675 984 1000
FR 882 860 701 844 946
HR 892 837 847 820 890
IT 911 864 715 861 987
CY 973 963 891 950 988
LV 921 894 888 913 963
LT 918 868 852 856 969
LU 830 856 839 934 975
HU 932 924 791 951 984
MT 944 884 822 895 972
NL 888 778 746 924 979
AT 846 779 701 933 988
PL 963 911 849 972 983
PT 989 975 890 986 986
RO 896 850 500 926 972
SI 994 981 968 992 1000
SK 964 917 820 974 981
FI 877 701 764 884 964
SE 885 735 732 921 963
UK 929 847 760 969 989
IS 974 913 767 940 990
NO 865 813 857 941 978
The figure is significantly different (plt005) compared to the EU28 resultq7cx1 - base respondents who have seen or heard about product recalls but took no
action N=11741
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 26
6 The impact of product recalls
61 Responses from manufacturerssellers
Note Due to the low overall sample available is it not possible to draw statistically robust comparisons for specific countries Therefore no country results are displayed for questions q13 and q15
62 Consumer satisfaction with the recall experience
q13 - How did the manufacturerseller respond to your contact about
the recall
They offered
to repair the
product
They offered
to replace
the product
They asked
me to throw
the product
away
They asked
me to return
the product
They offered
to reimburse
me
They offered
no
compensation
EU28 689 585 46 513 343 247
EU27_2019 655 616 53 503 380 223
North 607 587 79 544 361 294
South 618 609 71 413 283 262
East 594 746 122 720 398 296
West 734 556 25 531 362 232
q13 - base respondents who have seen or received notices about recalled products that they have
purchased and made contact right away N=1248
The figure is significantly different (plt005) compared to the EU28 result
q15 - How satisfied or dissatisfied are you with
the following aspects of the product recall
process
The time it
required
The ease of
the process
The
compensatio
nreimburse
ment if any
The assistance
received from the
manufacturer
seller in resolving
any issues if any
EU28 71 76 70 78
EU27_2019 72 77 74 79
North 68 74 69 77
South 75 78 73 80
East 69 73 75 76
West 69 76 69 78
The figure is significantly different (plt005) compared to the EU28 result
q15 - base respondents who have seen or received notices about recalled
products that they have purchased N=2393
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 27
63 Satisfaction with product recall information
It was clear
which specific
product was
recalled
It was clear
where the
product had
been sold
It was clear
what specific
danger was
posed by the
product
It was clear
who to contact
for more
information
It was clear what
procedure to
follow to return
replace or
dispose of the
product
It was clear what
procedure to follow
to receive a
reimbursement or
compensation
The
communication
was easy to
access and
visible
EU28 85 75 79 71 71 63 74
EU27_2019 84 76 79 70 71 63 74
North 86 73 81 69 68 60 72
South 85 75 80 71 69 62 74
East 86 78 82 69 73 65 72
West 85 74 78 72 72 64 75
BE 85 76 75 68 68 58 73
BG 83 75 80 64 60 55 78
CZ 84 78 85 72 76 66 75
DK 85 72 79 67 68 57 67
DE 84 73 77 69 70 62 76
EE 90 75 82 68 62 51 78
IE 87 76 80 75 77 69 75
EL 85 68 77 62 65 51 71
ES 82 76 80 66 62 54 69
FR 82 78 77 75 74 70 74
HR 81 79 79 74 75 74 76
IT 86 77 81 74 73 67 77
CY 84 79 73 62 58 54 72
LV 85 71 80 58 58 48 72
LT 81 73 77 62 60 50 73
LU 74 70 69 65 65 62 75
HU 90 82 86 76 76 72 79
MT 85 71 78 64 64 58 70
NL 86 79 79 72 72 65 75
AT 80 70 76 67 65 57 75
PL 83 75 78 62 70 59 62
PT 85 64 77 67 65 55 75
RO 90 80 84 75 74 68 80
SI 92 84 83 81 80 72 83
SK 93 79 88 70 74 65 79
FI 88 77 85 77 80 73 74
SE 87 70 80 67 63 56 72
UK 87 71 81 73 74 64 74
IS 91 76 83 72 65 60 69
NO 87 69 81 69 68 63 73
q7d - base respondents who have seen or heard about product recalls N=14093The figure is significantly different (plt005) compared to the EU28 result
q7d - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you remember seing or hearing in the past 2 years
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 28
64 Satisfaction with product recall information
Note Due to the low overall sample available is it not possible to draw statistically robust comparisons for specific countries Therefore no country results are displayed for question q16
q16 - Thinking about this product recall experience
which of the following statements apply to you
It increased
my confidence
in the
brandsellersh
op
I became more
distrustful of
the
brandsellersh
op
I started
paying more
attention to
information
about
product
recalls
EU28 544 301 635
EU27_2019 544 295 665
North 644 211 533
South 491 331 777
East 588 353 721
West 556 285 565
The figure is significantly different (plt005) compared to the EU28 result
q16 - base respondents who have seen or received notices about recalled
products that they have purchased N=2393
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 29
7 Vulnerable consumers
71 Awareness of rights and responsibilities
Consumersrsquo awareness of manufacturers being legally required to recall dangerous
products is associated most closely with their financial situation followed by
occupation and education
Consumersrsquo agreement with the statement that it is the responsibility of the
manufacturer to recall the product as soon as they know about the risks it poses is
associated most closely with their education level their age and with how many young
children they have
759 A 754 A 734 A 762 A 765 A 766 A 715 766 A 756 A
758 A 757 A 753 A 777 A 668 767 B 761 AB 740 A
781 BC 789 C 787 C 722 A 728 AB 702 A 707 A 740 AB
780 751 A 742 A 742 A 770 A 757 A 765 A
Retired
Online buying behaviour Children
q5_1 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q5_1 - Do you know if manufacturers are legally required to recall products that are dangerous to consumers - Yes I think they are
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
979 A 982 A 983 AB 984 B 972 A 978 AB 985 A 987 A 972
980 A 980 A 982 A 980 A 963 A 979 A 978 A 985 A
985 A 980 A 985 A 975 A 975 A 968 A 966 A 981 A
983 A 979 A 981 A 976 A 973 AB 983 AB 984 B
Retired
Online buying behaviour Children
q8b_1 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_1 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - It is the responsibility of the manufacturer to recall the product as soon as they know about the risks it poses
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 30
Consumersrsquo agreement with the statement that it is the responsibility of the seller to
inform consumers who purchased the product about the risk it poses is associated
most closely with their online buying behaviour their education level and their
occupation
Consumersrsquo agreement with the statement that consumers who learn about a recall
notice about a product they have purchased should act immediately is associated most
closely with their education level gender and financial status
884 A 883 A 891 A 885 A 882 A 866 A 909 A 898 A 867
870 AB 896 B 890 B 852 A 871 AB 881 A 884 A 885 A
876 ABC 894 BC 866 A 890 BC 845 AB 913 C 893 ABC 904 C
877 A 871 A 913 881 A 866 A 878 A 890 A
Retired
Online buying behaviour Children
q8b_2 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_2 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - It is the responsibility of the seller to inform consumers who purchased the product about the risks it poses
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
914 933 918 A 917 A 930 A 939 A 946 A 936 A 909
949 C 932 BC 926 B 895 A 918 ABC 919 A 929 A 920 A
923 A 917 A 920 A 926 A 927 A 919 A 946 A 926 A
926 A 918 A 929 A 908 A 914 AB 925 AB 937 B
Retired
Online buying behaviour Children
q8b_3 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_3 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - Consumers who learn about a recall notice about a product they have purchased should take action immediately
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 31
Consumersrsquo agreement with the statement that it is important for them to pay
attention to product recalls is associated most closely with their gender how many
young children they have and their age
72 Product registration
Consumersrsquo awareness that by registering a product they can be contacted directly in
case there is a problem with this product is associated most closely with their gender
their online buying behaviour and their education level
931 948 928 A 940 AB 939 A 958 B 943 AB 948 B 931 A
931 AB 938 AB 947 B 929 A 890 AB 941 A 941 A 936 A
932 A 943 A 946 A 942 A 932 A 938 A 927 A 931 A
939 A 935 A 948 A 926 A 934 A 930 A 956
Retired
Online buying behaviour Children
q8b_4 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_4 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - It is important for consumers to pay attention to product recalls
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
458 340 377 AB 418 C 413 BC 371 A 342 400 A 405 A
387 AB 389 A 390 A 434 B 413 AB 403 A 405 A 383 A
440 C 438 C 409 BC 381 AB 335 A 352 A 347 AB 385 AB
457 408 317 381 A 428 B 381 AB 410 AB
Retired
Online buying behaviour Children
q9a - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q9a - Did you know that by registering a product you can be contacted directly in case there is a problem with that product - Yes I did
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 32
Registering a product in order to be contacted in case of problems with a product is
associated most closely with consumersrsquo online buying behaviour their financial status
and their age
Consumersrsquo agreement with the statement that allowing the seller or manufacturer to
inform them about potential issues with the product is an important factor in their
decision to register a product is associated most closely with their financial status
710 A 716 A 721 AB 684 A 713 AB 774 B 746 A 705 A 714 A
815 B 709 A 701 A 709 A 768 AB 710 A 704 A 725 A
722 AB 729 AB 687 A 747 B 736 AB 697 AB 681 AB 721 AB
679 A 711 A 780 710 A 697 A 709 A 719 A
Retired
Online buying behaviour Children q9b - base EU28
respondents that know you
can be contacted in case
there is a problem with a
product after you registered
the product (N=8665)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q9b - And do you usually register the product so you can be contacted in case of problems with that product - Yes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
85 A 86 A 85 A 86 A 86 A 84 A 85 A 86 A 85 A
86 AB 84 A 86 AB 86 B 84 AB 85 A 86 A 86 A
85 A 86 A 85 A 87 A 83 A 84 A 85 A 87 A
86 A 86 A 85 A 85 A 84 A 86 A 86 A
2018
q10_3 - How important are the following factors in your decision to register your contact details when buying a product - Registration will
allow the seller or manufacturer to inform me about potential issues with the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_3 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 33
Consumersrsquo agreement with the statement that knowing that their data will not be
used for marketing purposes is an important factor in their decision to register a
product is associated most closely with their gender online buying behaviour and
education level
Consumersrsquo agreement with the statement that having trust in the brand or the seller
is an important factor in their decision to register a product is associated most closely
with their financial situation
83 87 85 AB 86 B 83 A 84 AB 81 A 86 B 84 AB
88 B 83 A 84 A 86 AB 83 AB 85 A 85 A 85 A
85 A 84 A 86 A 84 A 84 A 86 A 81 A 83 A
85 A 86 A 81 83 A 85 AB 83 A 86 B
2018
q10_4 - How important are the following factors in your decision to register your contact details when buying a product - I know my data
such as email address will not be used for marketing purposes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_4 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
80 A 81 A 81 A 82 A 80 A 79 A 82 A 81 A 80 A
81 AB 79 A 81 B 82 B 76 AB 80 A 81 A 80 A
80 A 82 A 81 A 80 A 77 A 81 A 77 A 82 A
81 A 81 A 78 A 81 A 79 A 80 A 81 A
2018
q10_5 - How important are the following factors in your decision to register your contact details when buying a product - I trust the brand or
seller
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_5 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 34
Consumersrsquo agreement with the statement that the product being expensive is an
important factor in their decision to register a product is associated most closely with
how many young children they have their financial situation and education level
73 Exposure to product recalls
Consumersrsquo exposure to product recall notices is associated most closely with their
online buying behaviour education level and occupation
69 A 70 A 71 A 68 A 69 A 69 A 70 AB 67 A 71 B
75 B 71 AB 68 A 69 A 66 AB 69 A 70 A 70 A
69 AB 70 AB 67 A 71 B 64 A 71 AB 70 AB 71 AB
69 A 70 A 69 A 69 A 71 AB 73 B 68 A
2018
q10_6 - How important are the following factors in your decision to register your contact details when buying a product - The product is
expensive
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_6 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
590 547 535 A 610 B 602 B 506 A 449 562 599
510 A 542 A 586 B 601 B 486 A 575 A 575 A 554 A
593 DE 602 DE 618 E 512 B 481 AB 520 ABC 446 A 564 CD
642 585 470 553 A 534 A 553 A 589
Retired
Online buying behaviour Children
q6 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q6 - Apart from the Ikea furniture and Samsung phone examples in the past 2 years have you seen or heard any other information notices
ads or announcements concerning the recall of a specific product - Yes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 35
Consumersrsquo exposure to product recalls for products they had purchased themselves is
associated most closely with their online buying behaviour gender and education
level
Consumersrsquo likelihood to have seen or heard information about product recalls in the
last 2 years is associated most closely with their gender age and education level
144 107 116 AB 142 C 135 BC 88 A 79 131 A 126 A
108 AB 121 ABC 122 B 147 C 84 A 133 B 128 AB 112 A
139 B 135 AB 135 B 96 A 95 AB 107 AB 92 A 129 AB
146 A 133 A 81 111 A 132 AB 123 AB 135 B
Retired
Online buying behaviour Children
q11 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q11 - In the last 2 years have you seen or received any notice or request to return a product you had purchased yourself - Yes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
846 741 727 822 A 819 A 802 A 743 800 A 796 A
730 A 776 AB 802 BC 824 C 753 ABC 819 B 778 A 792 AB
786 AB 788 AB 820 B 779 A 747 A 782 AB 788 AB 784 AB
811 B 781 A 796 AB 791 AB 750 A 778 AB 810 B
Retired
Online buying behaviour Childrenq7a_1 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7a_1 - In the last 2 years for which of the following product categories did you see or hear information about product recalls - Cars or other
motor vehicles
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 36
Consumersrsquo preference of receiving information about recalls of products they have
purchased via traditional press or media is associated most closely with their financial
status gender and age
Consumersrsquo preference of receiving information about recalls of products they have
purchased via online media is associated most closely with their age online buying
behaviour and with how many young children they have
809 842 787 839 A 838 A 842 A 786 A 839 820 A
798 A 841 B 840 B 780 A 755 A 831 A 822 A 823 A
814 ABC 808 ABC 843 D 815 BC 764 A 846 CD 772 AB 842 CD
801 831 A 842 A 828 A 816 A 816 A 828 A
Retired
Online buying behaviour Children
q18_1 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q18_1 - How would you prefer to receive information about recalls of products you have purchased - Traditional press or media
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
630 A 624 A 728 645 600 508 622 AB 640 B 615 A
597 A 635 A 632 A 615 A 602 A 623 A 635 A 620 A
629 ABC 656 C 646 C 643 BC 649 ABC 595 AB 643 ABC 587 A
686 654 532 627 A 672 B 642 AB 616 A
Retired
Online buying behaviour Children
q18_2 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q18_2 - How would you prefer to receive information about recalls of products you have purchased - Online media
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 37
Consumersrsquo preference to receive information about recalls of products they have
purchased directly is associated most closely with their online buying behaviour
gender and occupation
74 Consumer responses to product recalls
Consumersrsquo likelihood to check if a recall notice concerned a product they owned is
associated most closely with their online buying behaviour financial situation and
occupation
850 832 854 A 849 A 837 A 815 A 841 A 839 A 842 A
844 A 844 A 839 A 843 A 783 A 844 A 844 A 833 A
838 AB 871 B 846 AB 822 A 832 AB 838 AB 805 A 841 AB
877 835 A 813 A 835 A 809 A 843 A 848 A
Retired
Online buying behaviour Children
q18_6 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q18_6 - How would you prefer to receive information about recalls of products you have purchased - Directly
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
778 A 771 A 781 A 779 A 760 A 772 A 735 A 785 A 771 A
706 A 763 AB 792 C 771 BC 695 AB 780 A 772 A 771 A
768 AB 803 BC 817 C 723 A 717 A 760 ABC 774 ABC 742 A
812 765 A 735 A 760 A 782 A 798 A 776 A
2018
q7crow1_1 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You checked to see if it concerned a product you owned
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow1_1 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 38
Consumersrsquo likelihood to take no action even though they owned a recalled product is
associated most closely with their education level gender and financial status
Consumersrsquo likelihood to follow the instructions of the recall notice to send back the
product or contact the manufacturer or the seller is associated most closely with the
degree of urbanisation and their occupation
166 117 219 B 136 AB 122 AB 104 A 283 119 A 140 A
154 AB 163 B 138 B 130 B 56 A 136 A 142 A 145 A
136 ABC 131 ABC 111 AB 157 ABC 134 ABC 235 C 75 A 185 BC
136 A 141 A 152 A 132 A 113 A 140 A 154 A
2018
q7crow3_3 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You took no action even though you owned the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow3_3 - base EU28
respondents who have seen
or heard about product
recalls (N=2631)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
774 A 742 A 751 A 746 A 773 A 777 A 761 A 759 A 756 A
759 A 774 A 740 A 797 A 650 A 790 B 763 AB 719 A
796 A 835 A 770 A 735 A 651 A 743 A 651 A 703 A
770 A 760 A 730 A 721 A 797 A 742 A 780 A
2018
q7crow4_4 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You owned the product and followed the instructions of the recall notice to send back the product or
contact the manufacturerseller
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow4_4 - base EU28
respondents who have seen
or heard about product
recalls (N=2174)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 39
Consumersrsquo likelihood to tell other people about a product recall is associated most
closely with their financial status gender and age
75 Drivers of consumer actions
Consumersrsquo agreement with the statement that they would have taken action if the
potential danger was more clearly communicated and seemed serious is associated
most closely with how many young children they have and with their occupation
601 631 654 B 597 A 594 A 626 AB 636 AB 646 B 591 A
641 BC 676 C 622 B 524 A 551 AB 605 A 627 A 612 A
593 AB 639 AB 639 B 644 B 561 AB 548 A 604 AB 585 AB
619 AB 601 A 642 B 600 AB 588 AB 589 A 640 B
2018
q7crow5_5 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You told other people about it
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow5_5 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
894 A 906 A 884 A 901 A 904 A 917 A 915 A 912 A 891 A
920 A 902 A 903 A 890 A 862 A 908 A 901 A 892 A
876 A 915 AB 892 A 927 B 894 AB 924 AB 945 B 898 AB
901 A 895 A 912 A 911 AB 928 B 875 A 892 AB
Retired
Online buying behaviour Children q7cx1_1 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_1 - What would have made you take some action - If the potential danger was more clearly communicated and seemed serious
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 40
Consumersrsquo agreement with the statement that they would have taken action if the
specific action to take was more clearly communicated is associated most closely with
their financial status online buying behaviour and occupation
Consumersrsquo agreement with the statement that they would have taken action if the
product was expensive or valuable is associated most closely with their education
level age and financial status
836 A 852 A 832 AB 831 A 851 AB 883 B 849 A 858 A 834 A
866 AB 870 B 845 AB 812 A 761 A 841 A 834 A 857 A
841 AB 869 AB 838 AB 877 B 819 AB 862 AB 833 AB 822 A
842 AB 834 A 872 B 854 A 803 A 824 A 850 A
Retired
Online buying behaviour Children q7cx1_2 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_2 - What would have made you take some action - If the specific action to take was more clearly communicated
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
733 A 744 A 788 B 713 A 736 AB 724 AB 810 A 760 A 715
771 AB 773 B 733 A 701 A 713 AB 748 A 737 A 732 A
726 A 727 A 727 A 745 A 770 A 755 A 778 A 755 A
756 A 724 A 742 A 727 A 731 A 729 A 751 A
Retired
Online buying behaviour Children q7cx1_3 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_3 - What would have made you take some action - If the product was expensivevaluable
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 41
Consumersrsquo agreement with the statement that they would have taken action if they
knew someone who owned the product is associated most closely with their online
buying behaviour gender and occupation
Consumersrsquo agreement with the statement that they would have taken action if they
owned the product themselves is associated most closely with their financial status
their online buying behaviour and occupation
916 936 929 A 923 A 917 A 935 A 905 A 918 A 934 A
932 AB 923 AB 931 AB 910 A 955 B 918 A 931 A 927 A
928 AB 898 A 941 B 943 B 904 AB 882 AB 954 B 910 AB
951 911 A 917 A 915 A 894 A 920 A 938 A
Retired
Online buying behaviour Children q7cx1_4 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_4 - What would have made you take some action - If I knew someone who owned the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
976 A 983 A 983 A 979 A 974 A 980 A 981 A 983 A 977 A
989 BC 976 A 982 AB 973 A 995 C 980 A 979 A 979 A
975 AB 986 B 985 B 960 A 971 AB 981 AB 990 B 981 AB
986 B 973 A 981 AB 981 A 968 A 980 A 980 A
Retired
Online buying behaviour Children q7cx1_5 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10507)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_5 - What would have made you take some action - If I owned the product myself
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 42
Consumersrsquo agreement with the statement that it was clear which specific product was
recalled is associated most closely with their online buying behaviour
Consumersrsquo agreement with the statement that it was clear where the product has
been sold is associated most closely with their financial status and occupation
85 A 85 A 85 A 85 A 85 A 84 A 83 A 85 A 85 A
83 A 84 A 85 A 85 A 83 A 84 A 85 A 85 A
84 A 85 A 85 A 85 A 85 A 84 A 84 A 85 A
86 A 85 A 83 84 A 84 A 85 A 86 A
Retired
Online buying behaviour Childrenq7d_1 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_1 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear which specific product was recalled
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
74 A 75 A 76 A 75 A 74 A 73 A 73 A 76 A 74 A
73 A 73 A 75 AB 77 B 72 AB 75 A 75 A 74 A
74 A 73 A 75 AB 77 B 73 AB 72 A 74 AB 76 AB
74 A 75 A 75 A 74 A 74 A 75 A 75 A
Retired
Online buying behaviour Childrenq7d_2 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_2 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear where the product had been sold
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 43
Consumersrsquo agreement with the statement that it was clear what specific danger was
posed by the product is associated most closely with their age occupation and online
buying behaviour
Consumersrsquo agreement with the statement that it was clear who to contact for more
information is associated most closely with their online buying behaviour financial
status and with how many young children they have
79 A 80 A 79 AB 78 A 79 A 83 B 78 A 80 A 79 A
77 A 78 A 80 A 80 A 78 A 79 A 79 A 80 A
80 BC 77 A 80 BC 81 BC 78 ABC 80 ABC 83 C 78 AB
79 AB 80 B 78 A 78 A 79 A 80 A 80 A
Retired
Online buying behaviour Childrenq7d_3 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_3 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what specific danger was posed by the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
71 A 70 A 70 A 71 A 70 A 72 A 70 A 71 A 71 A
70 AB 69 A 71 AB 73 B 70 AB 71 A 71 A 71 A
71 AB 70 AB 70 A 73 B 68 AB 72 AB 72 AB 71 AB
72 B 71 AB 69 A 69 A 71 AB 73 B 72 B
Retired
Online buying behaviour Childrenq7d_4 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_4 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear who to contact for more information
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 44
Consumersrsquo agreement with the statement that it was clear what procedure to follow
to return replace or dispose of the product is associated most closely with their online
buying behaviour financial status and education level
Consumersrsquo agreement with the statement that it was clear what procedure to follow
to receive a reimbursement or compensation is associated most closely with their age
online buying behaviour and with how many young children they have
71 A 71 A 69 A 72 B 71 AB 72 AB 71 AB 73 B 70 A
68 A 70 A 71 A 74 B 70 AB 72 A 71 A 71 A
70 A 71 A 71 A 72 A 68 A 74 A 70 A 72 A
73 71 A 69 A 69 A 72 AB 71 AB 72 B
Retired
Online buying behaviour Childrenq7d_5 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_5 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what procedure to follow to return replace or dispose of the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
63 A 64 A 61 A 64 BC 62 AB 67 C 64 AB 65 B 62 A
62 AB 63 AB 64 AB 65 B 56 A 64 AB 64 B 62 A
62 A 62 A 63 A 67 B 63 AB 65 AB 69 B 64 AB
65 A 64 A 61 61 66 A 64 A 65 A
Retired
Online buying behaviour Childrenq7d_6 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_6 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what procedure to follow to receive a reimbursement or compensation
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 45
Consumersrsquo agreement with the statement that the communication was easy to access
and visible is associated most closely with their financial status gender and with how
many young children they have
Consumersrsquo agreement with the statement that minimum effort required on their part
is an important factor in their decision to register when buying a product is associated
most closely with their education level occupation and financial status
73 75 73 A 74 A 76 A 74 A 75 A 75 A 73 A
73 AB 72 A 75 B 77 66 A 74 A 75 A 74 A
74 A 73 A 75 A 75 A 74 A 72 A 73 A 73 A
75 A 74 A 73 A 73 A 75 AB 74 AB 75 B
Retired
Online buying behaviour Childrenq7d_7 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_7 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - The communication was easy to access and visible
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
75 A 77 A 78 B 76 AB 74 AB 73 A 81 75 A 75 A
79 BC 75 ABC 75 AB 78 C 68 A 76 A 75 A 76 A
73 B 75 BC 77 BC 76 BC 65 A 76 BC 71 ABC 78 C
77 A 75 A 74 A 75 A 75 A 74 A 77 A
Retired
Online buying behaviour Children q10_1 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q10_1 - How important are the following factors in your decision to register your contact details when buying a product - There is minimum
effort required on my part
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 46
Consumersrsquo agreement with the statement that receiving an incentive such as a
voucher discount or gift is an important factor in their decision to register when
buying a product is associated most closely with their financial status education level
and age
55 A 57 A 61 56 A 53 A 51 A 63 54 A 57 A
65 B 59 B 55 A 53 A 47 A 56 A 57 A 56 A
54 A 56 A 53 A 61 B 56 AB 58 AB 59 AB 58 AB
55 A 57 A 57 A 56 A 60 A 55 A 56 A
2018
q10_2 - How important are the following factors in your decision to register your contact details when buying a product - I receive an
incentive such as a voucher discount or gift
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_2 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
EUROPEAN COMMISSION
Produced by Consumers Health Agriculture and Food Executive Agency (CHAFEA) on
behalf of
Directorate-General for Justice and Consumers
Unit E4 (Product Safety and Rapid Alert System)
E-mail JUST-E4eceuropaeu
European Commission
B-1000 Brussels
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 3
Survey on Consumer Behaviour and Product Recalls
Effectiveness
Annex to the Final Report
This Annex was produced under the EU Consumer Programme (2014-2020) in the frame of a service contract with the Consumers Health Agriculture and Food Executive Agency (Chafea)
acting under the mandate from the European Commission
The content of this report represents the views of the contractor and is its sole responsibility it
can in no way be taken to reflect the views of the European Commission andor Chafea or other body of the European Union
The European Commission andor Chafea do not guarantee the accuracy of the data included in this report nor do they accept responsibility for any use made by third parties thereof
More information on the European Union is available on the Internet (httpeuropaeu)
More information on the European Union is available on the Internet (httpeuropaeu)
Luxembourg Publications Office of the European Union 2019
Project number 20191555
Title - Survey on consumer behavior and product recalls effectiveness ndash Annex to Main Report
Language version
SupportVolume Catalogue number ISBN DOI
EN PDF PDFVolume_01
EB-04-19-249-EN-N 978-92-9478-093-5 102818646367
copy European Union 2019
Reproduction is authorised provided the source is acknowledged
Europe Direct is a service to help you find answers
to your questions about the European Union
Freephone number ()
00 800 6 7 8 9 10 11
() The information given is free as are most calls (though some operators phone boxes or hotels may charge
you)
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 5
TABLE OF CONTENTS
1 INTRODUCTION 6
Breakdown by region and country (Sections 1-5) 6
Breakdown by sociodemographic variable (Section 6) 8
2 AWARENESS OF RIGHTS AND RESPONSIBILITIES 10
21 General awareness 10
22 Awareness by product category 11
23 Assigning responsibility 12
3 PRODUCT REGISTRATION 13
31 General awareness 13
32 Consumer behaviour 14
33 Drivers of consumer behaviour 16
4 EXPOSURE TO PRODUCT RECALLS 17
41 Overall exposure and exposure for products owned 17
42 Exposure by product category 18
43 Online versus offline purchases 19
44 Exposure by communication channel 20
45 Preferred communication channels 21
5 CONSUMER RESPONSES TO PRODUCT RECALLS 22
51 Responses to general product recall information 22
52 Responses to product recalls for products owned 22
53 Drivers of consumer actions ndash hypothetical scenario 23
54 Drivers of consumer actions ndash real scenario 25
6 THE IMPACT OF PRODUCT RECALLS 26
61 Responses from manufacturerssellers 26
62 Consumer satisfaction with the recall experience 26
63 Satisfaction with product recall information 27
64 Satisfaction with product recall information 28
7 VULNERABLE CONSUMERS 29
71 Awareness of rights and responsibilities 29
72 Product registration 31
73 Exposure to product recalls 34
74 Consumer responses to product recalls 37
75 Drivers of consumer actions 39
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 6
1 Introduction
This Annex completes the Final Report of the Survey on Consumer Behaviour and
Product Recall Effectiveness with further references and extended data breakdowns
The first six sections contain breakdowns for all questions asked in the survey (and for
which the sample size allows for statistically robust comparisons) by region and
country The last section contains breakdowns by sociodemographic characteristics of
the respondents for a selection of the most relevant questions
The visuals and results presented in this Annex follow the structure and flow of the
Final Report detailing the perceptions and experiences of European consumers in the
following areas
bull Section 1 Awareness ndash Are consumers aware in general of their rights and
manufacturersrsquosellers responsibilities What drives consumer awareness
bull Section 2 Product registration ndash Are consumers aware of the benefits of
product registration Do they register products after purchasing them and what
motivates them to do so
bull Section 3 Exposure to recalls ndash What proportion of consumers exposed to
product recall information Is exposure relevant for consumers and does it
differ per sector How can product recall information reach consumers more
effectively
bull Section 4 Consumer reponses ndash How do consumers react to product recall
information What drives consumer behaviour and consumer inaction
bull Section 5 Impact of recalls ndash How satisfied are consumers with product
recall information What can be improved to engage consumers and improve
the effectiveness of product recalls
These sections correspond to the five stages we have identified as part of the
consumer journey with product recalls as presented in the visual below1
Breakdown by region and country (Sections 1-5)
Data breakdowns in this Annex are presented consistently for each question asked in
the survey for the following categories
bull EU28 ndash all 28 Member States of the European Union
1 Reporting will focus on key results at EU28 level per region (North West East South) and per country where relevant
Awareness of rights and
responsibilities
Impact of product recalls
Consumer responses
Exposure to product
recalls
Product registration1
2
3
4
5
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 7
bull EU27_2019 ndash all 27 Member States of the European Union excluding the
United Kingdom
bull Region ndash North South East and West (see the table below for a breakdown)
bull Country ndash all 30 countries surveyed
The table below presents an overview of the distribution of all surveyed countries
included in the visuals by region including the respective abbreviations used for each
surveyed country
Each visual contains breakdowns of multiple question items Each question item is
represented by a single column with the highest and lowest three results within the 30
Country EU27_2019 EU28 Region North
Region East
Region South
Region West
AT Austria X X X
BE Belgium X X X
BG Bulgaria X X X
CY Cyprus X X X
CZ Czech Republic X X X
DE Germany X X X
DK Denmark X X X
EE Estonia X X X
EL Greece X X X
ES Spain X X X
FI Finland X X X
FR France X X X
HU Hungary X X X
HR Croatia X X X
IE Ireland X X X
IT Italy X X X
LT Lithuania X X X
LU Luxembourg X X X
LV Latvia X X X
MT Malta X X X
NL Netherlands X X X
PL Poland X X X
PT Portugal X X X
RO Romania X X X
SE Sweden X X X
SI Slovenia X X X
SK Slovakia X X X
UK United Kingdom X
NO Norway
IS Iceland
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 8
surveyed countries indicated by colour highlights green for the top three and blue for
the bottom three2
The visuals contain averages for each of the categories shown above which are
presented as proportions (eg 305) for binary variables or as averages (eg 75)
for scale variables Results presented in the visuals have been tested against the EU28
average to determine whether they differ statistically on the 05 significance level If
the difference is significant a star symbol () appears after the figure3
Breakdown by sociodemographic variable (Section 6)
The last section of the Annex presents a selection of visuals containing the results of a
multivariate analysis It was conducted to investigate the link between key
sociodemographic factors and consumer experiences and perceptions of product
recalls at different stages of the recall process It is structured along the five stages of
the consumer product recall journey and presents a breakdown based on the following
sociodemographic characteristics
bull Gender (male female)
bull Age (18-34 34-54 55-64 65+)
bull Level of education (low medium high ndash based on the ISCED classification)
bull Financial situation (very difficult fairly difficult fairly easy very easy)
bull Urbanisation (rural area small town large town)
bull Employment status (eight categories)4
bull Online buying behaviour (frequent occasional do not buy online)
bull Having children (no children younger than four four to 12 years older than
12)
The multivariate analysis uses various regression models to estimate differences
between the categories or levels of sociodemographic variables on key questions
It explores the relationship between a specific independent variable (eg age) and a
dependent variable (eg awareness of product recalls) while considering the effects
of other independent variables (eg gender education etc) This type of analysis is
considered more appropriate when exploring the impact of socio-demographic
variables due to the potential overlap (correlations) between different socio-
demographic factors which need to be considered when measuring the extent to which
one of these factors affects the dependent variables In all models a control variable
on the region of residence of the person interviewed (North South East and West)
has been included The following regression models are used for the analysis of the
different dependent variables
bull Logit models when the dependent variable is binary (ie it takes only two
possible values 0 and 1 eg trust in product safety trust in environmental
claims)
2 Please note that belonging to the top three countries (highest figures) for a certain question does not always indicate a positive result and vice versa As such each question should be interpreted separately based on its framing and content
3 It should be noted that the top and bottom three figures do not always differ statistically from the EU28 average This is reflected in the presence or absence of the star symbol () after the figure
4 Self-employed manager other white collar blue collar student unemployed seeking a job retired
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 9
bull Poisson models for dependent variables that can be thought of as a count
variable (eg knowledge of consumer rights trust in organisations)
bull Linear models when the dependent variable is assumed to be numerical and
linear (eg problems and complaints)
Each visual contains results from one question or question item The values shown in
the tables of the sociodemographic analysis are based on model estimates5
Statistically significant differences between categories or levels of a socio-demographic
variable are indicated with letters (eg A B) next to each figure The categories of a
socio-demographic variable are statistically significant different from each other
except when the categories share the same letter If two groups contain different
letters (eg A and B) or no letters at all this indicates that the results for these
groups are statistically different When a category is associated with a blank it is
statistically significant different from all the other categories Differences and
equalities for socio-demographic results are only considered within each
sociodemographic variable (eg 18-34 years old vs 35-54 years old) and not between
sociodemographic variables (eg 18-34 yearsrsquo old vs women)
In addition to differences across sociodemographic subgroups for each variable the
three sociodemographic characteristics most closely linked to the reported question
(eg awareness of product recalls) are reported below each visual They are reported
in order of the magnitude of the link starting with the strongest link
5 Model estimates are calculated using the margins function in Stata A margin is a statistic based on a fitted model calculated over a dataset in which some of or all the covariates are fixed at values different from what they really are In the models estimated for this report the margins function calculates the predicted means for the different values of a socio-demographic variable (eg age) while all the other covariates (including the other socio-demographic variables) are hold fixed In practice the estimated value of a dependant variable Y (eg the of persons who are aware of manufacturersrsquo legal responsibility to recall dangerous products) for the male category is obtained under the hypothesis that all the persons interviewed are males while their remaining sociodemographic characteristics (used in the model as regressors) corresponds to the categories observed in the sample In addition a pwcompare (group effects) option was added to the function to perform pairwise comparisons between all levels of a socio-demographic variable based on the estimated models These comparisons provided information to determine the variables with the closest link with the respective dependent variable
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 10
2 Awareness of rights and responsibilities
21 General awareness
Yes I think
they are
No I think
they are notI donrsquot know
EU28 755 114 131
EU27_2019 754 115 131
North 732 96 171
South 691 123 186
East 772 70 158
West 785 128 87
BE 733 140 126
BG 531 63 405
CZ 855 71 74
DK 655 160 185
DE 836 102 62
EE 905 10 85
IE 822 83 96
EL 705 27 268
ES 546 142 312
FR 740 188 72
HR 630 299 71
IT 804 135 61
CY 718 37 245
LV 761 28 210
LT 802 57 140
LU 799 102 100
HU 975 15 10
MT 579 90 331
NL 791 120 89
AT 805 110 85
PL 820 57 123
PT 650 73 277
RO 633 90 277
SI 931 09 60
SK 764 47 189
FI 840 54 106
SE 668 119 213
UK 765 107 128
IS 675 103 223
NO 761 108 131
The figure is significantly different (plt005) compared to the EU28 resultq5 - base all respondents N=25541
q5 - Do you know if manufacturers are legally required to recall products that are dangerous to consumers
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 11
22 Awareness by product category
q4 - Which of the following products do you believe can be subject to product recalls
Cars or other
motor vehicles
Home electrical
appliances such
as washing
machines water
boilers and
cookers
Electronic products
such as computers
mobile phones and
accessories such as
chargers
Products for
children such
as toys or
childcare
products
Cosmetics Any type of
product
EU28 864 857 877 913 735 640
EU27_2019 853 843 873 908 738 635
North 875 881 899 919 715 636
South 869 849 896 906 713 556
East 734 766 767 857 744 664
West 910 893 908 936 744 675
BE 906 838 859 916 722 740
BG 698 803 764 866 787 690
CZ 735 785 790 964 823 654
DK 919 792 854 935 749 557
DE 913 930 928 952 784 710
EE 904 939 948 834 619 759
IE 931 932 920 907 687 681
EL 880 889 869 938 865 815
ES 944 918 935 890 684 489
FR 864 794 887 913 737 601
HR 799 795 894 847 699 565
IT 817 793 878 927 709 532
CY 738 880 861 927 785 761
LV 748 806 823 822 641 636
LT 682 841 838 778 535 491
LU 845 861 874 872 655 685
HU 849 857 836 936 765 716
MT 836 827 805 890 768 760
NL 933 897 923 950 709 704
AT 923 887 896 939 785 748
PL 635 655 652 817 746 655
PT 847 825 867 814 701 701
RO 846 881 878 793 610 620
SI 951 938 927 954 885 917
SK 720 796 845 980 933 759
FI 902 975 982 966 814 749
SE 913 897 904 955 719 644
UK 944 953 906 942 712 674
IS 950 888 927 965 787 852
NO 935 857 874 933 682 650
q4 - base all respondents N=25541The figure is significantly different (plt005) compared to the EU28 result
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 12
23 Assigning responsibility
It is the
responsibility of
the
manufacturer
to recall the
product as soon
as they know
about the risks
it poses
It is the
responsibility of
the seller to
inform
consumers who
purchased the
product about
the risks it
poses
Consumers
who learn
about a recall
notice about a
product they
have purchased
should take
action
immediately
It is important
for consumers
to pay attention
to product
recalls
EU28 980 883 923 939
EU27_2019 980 879 919 938
North 983 908 889 936
South 980 902 944 947
East 986 869 932 950
West 978 875 912 930
BE 989 929 859 962
BG 978 858 924 949
CZ 991 942 931 950
DK 991 908 897 927
DE 987 858 924 928
EE 984 900 922 961
IE 990 933 964 951
EL 993 944 984 991
ES 987 972 985 957
FR 952 848 904 915
HR 930 871 893 910
IT 970 830 900 925
CY 995 943 989 994
LV 977 912 909 965
LT 983 907 919 976
LU 985 959 943 969
HU 997 858 943 959
MT 989 955 987 981
NL 982 891 757 930
AT 997 851 928 942
PL 986 806 948 937
PT 992 968 981 983
RO 993 931 969 977
SI 996 933 813 962
SK 979 965 757 955
FI 967 947 904 939
SE 988 888 859 918
UK 986 909 947 939
IS 998 959 946 982
NO 987 874 907 925
q8b - base all respondents N=25541
The figure is significantly different (plt005) compared to the EU28 result
q8b - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about product recalls
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 13
3 Product registration
31 General awareness
Yes I did No I didnrsquot
know
EU28 397 603
EU27_2019 385 615
North 304 696
South 369 631
East 334 666
West 445 555
BE 362 638
BG 279 721
CZ 350 650
DK 241 759
DE 405 595
EE 261 739
IE 444 556
EL 281 719
ES 277 723
FR 503 497
HR 454 546
IT 455 545
CY 236 764
LV 252 748
LT 292 708
LU 392 608
HU 418 582
MT 274 726
NL 379 621
AT 392 608
PL 289 711
PT 378 622
RO 348 652
SI 398 602
SK 375 625
FI 353 647
SE 333 667
UK 481 519
IS 229 771
NO 336 664
The figure is significantly different (plt005) compared to the EU28 result
q9a - base all respondents N=25541
q9a - Did you know that by registering a product you can be contacted directly in case there is a problem with that product
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 14
32 Consumer behaviour
Yes Sometimes No
EU28 401 286 313
EU27_2019 377 291 332
North 394 263 343
South 358 281 361
East 453 226 320
West 404 308 288
BE 420 264 315
BG 449 99 452
CZ 437 266 296
DK 442 207 352
DE 307 373 319
EE 327 337 335
IE 532 251 217
EL 492 307 201
ES 355 293 351
FR 377 298 325
HR 425 191 383
IT 339 278 383
CY 275 215 510
LV 346 191 464
LT 448 211 341
LU 198 282 520
HU 483 120 397
MT 476 135 389
NL 420 289 291
AT 341 305 354
PL 340 347 312
PT 406 248 346
RO 652 111 238
SI 397 152 451
SK 425 288 287
FI 316 417 267
SE 420 211 369
UK 536 258 205
IS 366 136 499
NO 471 206 323
The figure is significantly different (plt005) compared to the EU28 result
q9b - base consumers who know they can be contacted in case there is a problem
with a product after you registered the product N=9128
q9b - And do you usually register the product so you can be contacted in case of problems with that product
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 15
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 16
33 Drivers of consumer behaviour
Note for the following countries the base size is smaller than 100 LU CY EE LV LT MT and IS For these countries no robust comparisons can be made regarding q10
q10 - How important are the following factors in your decision to register your contact
details when buying a product
There is
minimum effort
required on my
part
I receive an
incentive such
as a voucher
discount or
gift
Registration will
allow the seller or
manufacturer to
inform me about
potential issues with
the product
I know my data
such as email
address will not
be used for
marketing
purposes
I trust the
brand or seller
The product is
expensive
EU28 76 56 86 85 81 69
EU27_2019 75 57 85 86 81 68
North 75 47 84 80 79 70
South 75 65 88 87 83 70
East 74 60 86 83 81 70
West 77 52 84 85 80 68
BE 68 55 84 79 78 66
BG 78 63 84 75 76 77
CZ 66 51 83 75 78 72
DK 72 38 83 79 80 64
DE 77 38 82 91 82 55
EE 73 59 87 84 77 78
IE 79 56 87 83 79 75
EL 78 61 89 83 74 75
ES 81 59 90 91 85 67
FR 76 71 86 86 81 76
HR 79 77 86 83 84 80
IT 70 67 87 85 83 71
CY 83 60 91 87 79 89
LV 72 69 82 74 76 77
LT 75 67 86 74 70 84
LU 75 66 79 80 76 63
HU 77 58 91 82 83 75
MT 82 58 88 88 88 63
NL 70 52 81 82 77 66
AT 77 47 82 88 83 53
PL 68 57 81 85 79 71
PT 77 68 90 87 83 74
RO 82 66 94 87 86 63
SI 77 65 89 71 82 75
SK 68 56 86 78 80 71
FI 79 44 85 85 83 68
SE 73 44 82 77 78 68
UK 79 50 86 79 78 76
IS 76 34 87 81 79 77
NO 68 43 81 79 73 68
q10 - base respondents who have registered a product so that they can be contacted in case there is a problem
with the product N=6175
The figure is significantly different (plt005) compared to the EU28 result
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 17
4 Exposure to product recalls
41 Overall exposure and exposure for products owned
Yes No Yes No
EU28 565 435 124 876
EU27_2019 543 457 119 881
North 606 394 84 916
South 456 544 130 870
East 463 537 54 946
West 657 343 152 848
BE 618 382 115 885
BG 222 778 29 971
CZ 613 387 45 955
DK 675 325 124 876
DE 676 324 166 834
EE 560 440 54 946
IE 707 293 167 833
EL 465 535 69 931
ES 313 687 91 909
FR 555 445 143 857
HR 505 495 157 843
IT 573 427 186 814
CY 261 739 15 985
LV 398 602 38 962
LT 380 620 32 968
LU 371 629 111 889
HU 486 514 60 940
MT 334 666 40 960
NL 692 308 103 897
AT 718 282 178 822
PL 434 566 56 944
PT 409 591 51 949
RO 447 553 45 955
SI 746 254 47 953
SK 572 428 35 965
FI 802 198 112 888
SE 569 431 74 926
UK 721 279 156 844
IS 648 352 79 921
NO 607 393 83 917
q6 amp q11 - base all respondents N=25541
The figure is significantly different (plt005) compared to the EU28 result
q6 - Apart from [two real-life examples of recalls] in the past 2 years have you seen or heard any other information notices ads or announcements concerning the recall of a specific product
q11 - In the last two years have you seen or received any notice or request to return a product you had purchased yourself
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 18
42 Exposure by product category
q7a - In the last 2 years for which of the following product categories did you see or
hear information about product recalls
Cars or other
motor vehicles
Home electrical
appliances such
as washing
machines water
boilers and
cookers
Electronic products
such as computers
mobile phones and
accessories such as
chargers
Products for
children Cosmetics Other
EU28 788 334 553 605 225 309
EU27_2019 777 274 547 616 247 313
North 732 272 589 692 148 259
South 788 226 558 570 276 204
East 667 212 506 669 283 339
West 827 412 560 591 198 342
BE 870 191 641 611 147 352
BG 624 144 362 530 229 120
CZ 610 173 445 894 241 257
DK 808 190 649 796 165 233
DE 878 266 492 551 211 359
EE 769 119 308 481 65 125
IE 845 427 650 570 164 416
EL 790 228 645 588 326 199
ES 889 130 445 656 350 53
FR 706 452 613 682 319 366
HR 730 374 611 717 424 229
IT 739 271 611 552 254 268
CY 474 198 197 494 138 118
LV 748 205 361 474 123 159
LT 644 418 644 561 172 216
LU 702 228 520 485 125 415
HU 739 246 450 639 163 239
MT 623 125 312 456 123 317
NL 788 256 595 751 173 410
AT 906 291 505 508 163 308
PL 583 161 503 643 322 443
PT 875 185 429 410 160 195
RO 891 332 657 546 235 289
SI 682 153 369 591 101 706
SK 459 130 380 805 506 263
FI 656 356 678 791 186 333
SE 750 263 535 626 118 259
UK 847 652 583 542 108 284
IS 869 96 526 799 117 202
NO 779 263 479 461 100 264
q7a - base respondents who have seen or heard about product recalls N=14093The figure is significantly different (plt005) compared to the EU28 result
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 19
Note Due to the low overall sample available is it not possible to draw statistically robust comparisons for specific countries Therefore no country results are displayed for questions q12a and q12b
43 Online versus offline purchases
q12a - Which product category did the recalled product belong to [this question refers
to general notices about product recalls]
Cars or other
motor
vehicles
Home electrical
appliances such
as washing
machines
water boilers
and cookers
Electronic
products such
as computers
tablets and
mobile phones
Electronic
product
accessories
such as
chargers and
adapters
Products for
childrenCosmetics Other
EU28 465 113 151 81 44 43 104
EU27_2019 436 100 167 84 50 49 114
North 352 116 165 115 93 11 148
South 404 97 161 133 40 56 109
East 238 118 227 89 108 69 151
West 530 119 135 54 34 35 93
q12a - base respondents who have seen or received notices about recalled products that they have
purchased N=2393
The figure is significantly different (plt005) compared to the EU28 result
q12b - Did you purchase the product
online or offline
Online Offline Donrsquot know
EU28 186 801 13
EU27_2019 191 798 12
North 154 782 64
South 144 850 06
East 260 726 15
West 197 791 12
q12b - base respondents who have seen or received notices about
recalled products that they have purchased N=2393
The figure is significantly different (plt005) compared to the EU28 result
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 20
44 Exposure by communication channel
q7b - How did you seehear about product recalls
Traditional
press or
media (eg
newspapers
television
radio etc)
Online media
A consumer
association or
a dedicated
information
service
platform
A physical
store
The sellerrsquos
or
manufacturer
rsquos website
A friend or
acquaintanceDonrsquot know
EU28 798 536 191 238 184 293 08
EU27_2019 796 537 194 221 183 305 07
North 797 507 111 139 146 183 11
South 772 540 210 171 172 377 06
East 754 608 151 128 218 303 07
West 819 519 202 301 183 270 08
BE 866 481 184 176 143 214 11
BG 673 391 32 55 112 189 18
CZ 848 612 210 116 245 303 02
DK 846 645 222 106 134 247 12
DE 868 507 162 307 136 254 06
EE 663 481 42 145 89 124 00
IE 808 580 195 320 208 270 16
EL 680 691 179 103 133 305 14
ES 883 520 171 140 111 345 04
FR 731 508 295 294 265 410 03
HR 602 384 274 199 320 513 00
IT 731 543 239 208 217 427 05
CY 567 344 22 35 144 199 00
LV 600 662 56 73 116 155 09
LT 659 702 154 170 227 348 29
LU 754 433 86 182 121 243 04
HU 729 547 125 86 108 198 03
MT 516 678 19 43 34 193 17
NL 832 569 216 207 185 168 16
AT 889 486 245 401 122 191 00
PL 668 689 143 124 246 272 11
PT 863 409 145 56 50 166 08
RO 898 628 167 178 228 452 08
SI 756 469 87 126 100 131 02
SK 791 549 70 83 193 201 00
FI 888 441 92 113 169 165 04
SE 760 408 58 184 130 132 13
UK 806 536 175 326 190 225 13
IS 850 680 157 128 155 202 00
NO 672 558 93 75 102 104 16
q7b - base respondents who have seen or heard about product recalls N=13835
The figure is significantly different (plt005) compared to the EU28 result
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 21
45 Preferred communication channels
q18 - How would you prefer to receive information about recalls of products you have
purchased
Traditional
press or media Online media
A consumer
association or a
dedicated
information
service platform
Visual
communication
The sellerrsquos or
manufacturerrsquos
website
Directly
Via a
notification
through a
mobile
application
EU28 825 624 545 635 559 840 554
EU27_2019 827 628 557 632 567 828 544
North 811 602 456 558 520 890 503
South 832 647 603 620 570 845 580
East 796 675 549 660 634 847 662
West 834 595 523 641 530 829 504
BE 866 625 544 629 592 878 576
BG 741 631 496 627 559 785 542
CZ 817 650 441 578 540 803 541
DK 832 661 498 492 404 881 437
DE 862 610 526 663 507 789 366
EE 800 636 370 551 480 866 468
IE 829 627 550 705 550 921 676
EL 749 725 676 603 605 855 716
ES 877 656 675 733 635 869 650
FR 793 545 556 606 558 769 544
HR 750 659 544 572 558 813 594
IT 817 632 520 535 514 819 491
CY 811 596 535 437 501 764 504
LV 690 654 497 667 585 840 587
LT 679 698 547 611 611 844 562
LU 861 618 467 675 583 747 446
HU 790 657 554 669 580 775 573
MT 732 687 595 498 487 957 700
NL 884 666 549 578 585 836 572
AT 905 616 636 703 525 837 412
PL 826 708 577 705 709 862 734
PT 817 623 708 651 580 888 662
RO 774 683 623 698 663 942 772
SI 684 524 337 405 275 659 227
SK 780 627 440 564 583 802 537
FI 903 624 478 562 554 905 577
SE 811 513 395 558 532 915 470
UK 808 597 458 652 505 928 619
IS 891 799 627 608 595 914 594
NO 703 536 416 475 387 933 499
q18 - base all respondents N=25541The figure is significantly different (plt005) compared to the EU28 result
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 22
5 Consumer responses to product recalls
51 Responses to general product recall information
Note the last column of this table is based on a derived proportion of those respondents who owned the product but 1) did not follow the instrution of the notice and 2) did not say that they took no action in response to it
52 Responses to product recalls for products owned
Note Due to the low overall sample available is it not possible to draw statistically robust comparisons for specific countries Therefore no country results are displayed for question q12c
You checked
to see if it
concerned a
product you
owned
You took no
action
because you
did not own
the product
Told other
people about
it
Owned the product
and followed the
instructions of the
recall notice
Took no
action even
though you
owned the
product
Took some action but
did not follow the
instructions of the
recall notice1
EU28 774 790 616 649 143 208
EU27_2019 765 802 625 634 161 205
North 659 801 447 467 198 335
South 827 802 731 748 130 123
East 684 783 665 424 157 419
West 790 786 577 694 139 168
The figure is significantly different (plt005) compared to the EU28 result
q7c1 - base respondents who have seen or heard about product recalls N=14093
q7c1 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the communication about the product recall
q12c - Thinking about this product recall what actions did you take in response
You contacted
the
manufacturer
seller for more
information
You contacted
the
manufacturer
seller for
reimbursement
You returned
the product
You threw
the product
away
You
continued
using the
product with
extra caution
You told
others about
the product
recall
You took no
action
EU28 557 413 463 73 312 490 39
EU27_2019 547 434 448 81 280 483 41
North 394 394 471 50 141 273 118
South 561 360 404 118 277 530 25
East 490 446 476 118 276 427 72
West 574 433 488 48 342 493 37
q12c - base respondents who have seen or received notices about recalled products that they have
purchased N=2393
The figure is significantly different (plt005) compared to the EU28 result
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 23
53 Drivers of consumer actions ndash hypothetical scenario
If the
potential
danger was
clearly
communicated
and it seemed
serious
If the specific
action to take
was clearly
communicate
d
If the product
was
expensiveva
luable
If there was
a financial
incentive
If I had
already
experienced
the issue that
was identified
in the
product recall
Other
EU28 955 935 799 648 919 440
EU27_2019 952 931 791 650 915 434
North 967 922 865 725 946 426
South 950 944 744 635 906 346
East 950 923 782 658 914 540
West 959 936 827 643 924 452
BE 940 921 837 664 888 540
BG 879 819 732 653 797 556
CZ 954 926 867 814 876 599
DK 970 888 852 726 940 358
DE 974 959 858 654 969 416
EE 974 933 897 760 962 754
IE 959 933 884 666 933 529
EL 962 934 818 660 938 483
ES 974 962 704 600 955 182
FR 917 874 743 638 833 402
HR 870 811 752 645 707 290
IT 924 926 734 635 851 365
CY 967 948 835 730 939 597
LV 924 914 899 859 934 641
LT 936 927 888 737 924 352
LU 950 923 884 712 959 552
HU 961 924 871 697 957 624
MT 949 928 849 769 906 481
NL 974 952 847 615 952 664
AT 971 957 865 663 973 382
PL 961 924 867 679 963 562
PT 984 972 893 747 973 804
RO 955 969 519 471 886 471
SI 987 982 945 887 987 545
SK 976 953 830 737 950 541
FI 975 946 875 653 967 541
SE 977 926 849 730 943 338
UK 979 962 853 634 948 485
IS 972 939 797 626 940 344
NO 961 931 877 780 948 429
q8a1 - base all respondents N=25541
The figure is significantly different (plt005) compared to the EU28 result
q8a1 - If you heard [about two real-life examples of product recalls] and you owned one of [the recalled products] what would have made you take any actions
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 24
If the potential
danger was
clearly
communicated
and it seemed
serious
If the specific
action to take
was clearly
communicated
If the product
was
expensiveva
luable
If there was
a financial
incentive
If the person I
knew had already
experienced the
issue that was
identified in the
product recall
Other
EU28 948 920 751 618 903 427
EU27_2019 943 916 745 622 898 422
North 948 887 780 636 887 405
South 947 927 708 609 898 327
East 946 921 760 638 914 552
West 949 920 767 613 902 433
BE 917 887 762 602 887 527
BG 869 820 737 637 805 555
CZ 953 917 836 794 919 600
DK 938 857 734 606 871 342
DE 958 937 802 636 945 395
EE 958 946 874 635 934 753
IE 962 939 802 609 929 516
EL 950 917 777 636 906 486
ES 980 946 656 570 959 144
FR 914 880 687 625 814 392
HR 866 843 712 644 722 294
IT 917 911 709 610 851 357
CY 854 808 692 577 808 491
LV 915 883 855 819 895 637
LT 934 889 826 712 870 349
LU 880 855 823 656 941 514
HU 954 916 819 679 912 634
MT 887 858 783 682 849 441
NL 945 898 758 553 876 637
AT 950 941 808 630 938 359
PL 956 925 847 661 960 576
PT 979 954 864 744 909 784
RO 956 962 506 454 889 498
SI 978 974 942 894 977 543
SK 968 940 806 663 938 530
FI 961 927 812 531 902 509
SE 955 874 748 655 886 308
UK 977 945 793 588 936 457
IS 964 900 726 518 912 335
NO 950 910 824 720 916 411
q8a2 - base all respondents N=25541
The figure is significantly different (plt005) compared to the EU28 result
q8a2 - If you heard [about two real-life examples of product recalls] and you knew someone who owned one of [the recalled products] what would have made you take any actions
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 25
54 Drivers of consumer actions ndash real scenario
q7cx1 - What would have made you take some action
If the potential
danger was
more clearly
communicated
and seemed
serious
If the specific
action to take
was more
clearly
communicated
If the product
was expensive
valuable
If I knew
someone who
owned the
product
If I owned the
product myself
EU28 900 843 739 926 979
EU27_2019 895 843 735 918 978
North 901 780 770 913 968
South 933 881 731 907 990
East 945 903 778 947 971
West 875 820 727 928 979
BE 921 837 753 916 975
BG 958 874 808 875 879
CZ 975 947 880 947 971
DK 934 873 759 944 978
DE 826 785 714 952 989
EE 961 887 885 955 992
IE 924 844 779 944 987
EL 984 950 860 944 990
ES 951 867 675 984 1000
FR 882 860 701 844 946
HR 892 837 847 820 890
IT 911 864 715 861 987
CY 973 963 891 950 988
LV 921 894 888 913 963
LT 918 868 852 856 969
LU 830 856 839 934 975
HU 932 924 791 951 984
MT 944 884 822 895 972
NL 888 778 746 924 979
AT 846 779 701 933 988
PL 963 911 849 972 983
PT 989 975 890 986 986
RO 896 850 500 926 972
SI 994 981 968 992 1000
SK 964 917 820 974 981
FI 877 701 764 884 964
SE 885 735 732 921 963
UK 929 847 760 969 989
IS 974 913 767 940 990
NO 865 813 857 941 978
The figure is significantly different (plt005) compared to the EU28 resultq7cx1 - base respondents who have seen or heard about product recalls but took no
action N=11741
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 26
6 The impact of product recalls
61 Responses from manufacturerssellers
Note Due to the low overall sample available is it not possible to draw statistically robust comparisons for specific countries Therefore no country results are displayed for questions q13 and q15
62 Consumer satisfaction with the recall experience
q13 - How did the manufacturerseller respond to your contact about
the recall
They offered
to repair the
product
They offered
to replace
the product
They asked
me to throw
the product
away
They asked
me to return
the product
They offered
to reimburse
me
They offered
no
compensation
EU28 689 585 46 513 343 247
EU27_2019 655 616 53 503 380 223
North 607 587 79 544 361 294
South 618 609 71 413 283 262
East 594 746 122 720 398 296
West 734 556 25 531 362 232
q13 - base respondents who have seen or received notices about recalled products that they have
purchased and made contact right away N=1248
The figure is significantly different (plt005) compared to the EU28 result
q15 - How satisfied or dissatisfied are you with
the following aspects of the product recall
process
The time it
required
The ease of
the process
The
compensatio
nreimburse
ment if any
The assistance
received from the
manufacturer
seller in resolving
any issues if any
EU28 71 76 70 78
EU27_2019 72 77 74 79
North 68 74 69 77
South 75 78 73 80
East 69 73 75 76
West 69 76 69 78
The figure is significantly different (plt005) compared to the EU28 result
q15 - base respondents who have seen or received notices about recalled
products that they have purchased N=2393
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 27
63 Satisfaction with product recall information
It was clear
which specific
product was
recalled
It was clear
where the
product had
been sold
It was clear
what specific
danger was
posed by the
product
It was clear
who to contact
for more
information
It was clear what
procedure to
follow to return
replace or
dispose of the
product
It was clear what
procedure to follow
to receive a
reimbursement or
compensation
The
communication
was easy to
access and
visible
EU28 85 75 79 71 71 63 74
EU27_2019 84 76 79 70 71 63 74
North 86 73 81 69 68 60 72
South 85 75 80 71 69 62 74
East 86 78 82 69 73 65 72
West 85 74 78 72 72 64 75
BE 85 76 75 68 68 58 73
BG 83 75 80 64 60 55 78
CZ 84 78 85 72 76 66 75
DK 85 72 79 67 68 57 67
DE 84 73 77 69 70 62 76
EE 90 75 82 68 62 51 78
IE 87 76 80 75 77 69 75
EL 85 68 77 62 65 51 71
ES 82 76 80 66 62 54 69
FR 82 78 77 75 74 70 74
HR 81 79 79 74 75 74 76
IT 86 77 81 74 73 67 77
CY 84 79 73 62 58 54 72
LV 85 71 80 58 58 48 72
LT 81 73 77 62 60 50 73
LU 74 70 69 65 65 62 75
HU 90 82 86 76 76 72 79
MT 85 71 78 64 64 58 70
NL 86 79 79 72 72 65 75
AT 80 70 76 67 65 57 75
PL 83 75 78 62 70 59 62
PT 85 64 77 67 65 55 75
RO 90 80 84 75 74 68 80
SI 92 84 83 81 80 72 83
SK 93 79 88 70 74 65 79
FI 88 77 85 77 80 73 74
SE 87 70 80 67 63 56 72
UK 87 71 81 73 74 64 74
IS 91 76 83 72 65 60 69
NO 87 69 81 69 68 63 73
q7d - base respondents who have seen or heard about product recalls N=14093The figure is significantly different (plt005) compared to the EU28 result
q7d - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you remember seing or hearing in the past 2 years
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 28
64 Satisfaction with product recall information
Note Due to the low overall sample available is it not possible to draw statistically robust comparisons for specific countries Therefore no country results are displayed for question q16
q16 - Thinking about this product recall experience
which of the following statements apply to you
It increased
my confidence
in the
brandsellersh
op
I became more
distrustful of
the
brandsellersh
op
I started
paying more
attention to
information
about
product
recalls
EU28 544 301 635
EU27_2019 544 295 665
North 644 211 533
South 491 331 777
East 588 353 721
West 556 285 565
The figure is significantly different (plt005) compared to the EU28 result
q16 - base respondents who have seen or received notices about recalled
products that they have purchased N=2393
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 29
7 Vulnerable consumers
71 Awareness of rights and responsibilities
Consumersrsquo awareness of manufacturers being legally required to recall dangerous
products is associated most closely with their financial situation followed by
occupation and education
Consumersrsquo agreement with the statement that it is the responsibility of the
manufacturer to recall the product as soon as they know about the risks it poses is
associated most closely with their education level their age and with how many young
children they have
759 A 754 A 734 A 762 A 765 A 766 A 715 766 A 756 A
758 A 757 A 753 A 777 A 668 767 B 761 AB 740 A
781 BC 789 C 787 C 722 A 728 AB 702 A 707 A 740 AB
780 751 A 742 A 742 A 770 A 757 A 765 A
Retired
Online buying behaviour Children
q5_1 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q5_1 - Do you know if manufacturers are legally required to recall products that are dangerous to consumers - Yes I think they are
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
979 A 982 A 983 AB 984 B 972 A 978 AB 985 A 987 A 972
980 A 980 A 982 A 980 A 963 A 979 A 978 A 985 A
985 A 980 A 985 A 975 A 975 A 968 A 966 A 981 A
983 A 979 A 981 A 976 A 973 AB 983 AB 984 B
Retired
Online buying behaviour Children
q8b_1 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_1 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - It is the responsibility of the manufacturer to recall the product as soon as they know about the risks it poses
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 30
Consumersrsquo agreement with the statement that it is the responsibility of the seller to
inform consumers who purchased the product about the risk it poses is associated
most closely with their online buying behaviour their education level and their
occupation
Consumersrsquo agreement with the statement that consumers who learn about a recall
notice about a product they have purchased should act immediately is associated most
closely with their education level gender and financial status
884 A 883 A 891 A 885 A 882 A 866 A 909 A 898 A 867
870 AB 896 B 890 B 852 A 871 AB 881 A 884 A 885 A
876 ABC 894 BC 866 A 890 BC 845 AB 913 C 893 ABC 904 C
877 A 871 A 913 881 A 866 A 878 A 890 A
Retired
Online buying behaviour Children
q8b_2 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_2 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - It is the responsibility of the seller to inform consumers who purchased the product about the risks it poses
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
914 933 918 A 917 A 930 A 939 A 946 A 936 A 909
949 C 932 BC 926 B 895 A 918 ABC 919 A 929 A 920 A
923 A 917 A 920 A 926 A 927 A 919 A 946 A 926 A
926 A 918 A 929 A 908 A 914 AB 925 AB 937 B
Retired
Online buying behaviour Children
q8b_3 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_3 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - Consumers who learn about a recall notice about a product they have purchased should take action immediately
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 31
Consumersrsquo agreement with the statement that it is important for them to pay
attention to product recalls is associated most closely with their gender how many
young children they have and their age
72 Product registration
Consumersrsquo awareness that by registering a product they can be contacted directly in
case there is a problem with this product is associated most closely with their gender
their online buying behaviour and their education level
931 948 928 A 940 AB 939 A 958 B 943 AB 948 B 931 A
931 AB 938 AB 947 B 929 A 890 AB 941 A 941 A 936 A
932 A 943 A 946 A 942 A 932 A 938 A 927 A 931 A
939 A 935 A 948 A 926 A 934 A 930 A 956
Retired
Online buying behaviour Children
q8b_4 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_4 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - It is important for consumers to pay attention to product recalls
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
458 340 377 AB 418 C 413 BC 371 A 342 400 A 405 A
387 AB 389 A 390 A 434 B 413 AB 403 A 405 A 383 A
440 C 438 C 409 BC 381 AB 335 A 352 A 347 AB 385 AB
457 408 317 381 A 428 B 381 AB 410 AB
Retired
Online buying behaviour Children
q9a - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q9a - Did you know that by registering a product you can be contacted directly in case there is a problem with that product - Yes I did
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 32
Registering a product in order to be contacted in case of problems with a product is
associated most closely with consumersrsquo online buying behaviour their financial status
and their age
Consumersrsquo agreement with the statement that allowing the seller or manufacturer to
inform them about potential issues with the product is an important factor in their
decision to register a product is associated most closely with their financial status
710 A 716 A 721 AB 684 A 713 AB 774 B 746 A 705 A 714 A
815 B 709 A 701 A 709 A 768 AB 710 A 704 A 725 A
722 AB 729 AB 687 A 747 B 736 AB 697 AB 681 AB 721 AB
679 A 711 A 780 710 A 697 A 709 A 719 A
Retired
Online buying behaviour Children q9b - base EU28
respondents that know you
can be contacted in case
there is a problem with a
product after you registered
the product (N=8665)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q9b - And do you usually register the product so you can be contacted in case of problems with that product - Yes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
85 A 86 A 85 A 86 A 86 A 84 A 85 A 86 A 85 A
86 AB 84 A 86 AB 86 B 84 AB 85 A 86 A 86 A
85 A 86 A 85 A 87 A 83 A 84 A 85 A 87 A
86 A 86 A 85 A 85 A 84 A 86 A 86 A
2018
q10_3 - How important are the following factors in your decision to register your contact details when buying a product - Registration will
allow the seller or manufacturer to inform me about potential issues with the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_3 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 33
Consumersrsquo agreement with the statement that knowing that their data will not be
used for marketing purposes is an important factor in their decision to register a
product is associated most closely with their gender online buying behaviour and
education level
Consumersrsquo agreement with the statement that having trust in the brand or the seller
is an important factor in their decision to register a product is associated most closely
with their financial situation
83 87 85 AB 86 B 83 A 84 AB 81 A 86 B 84 AB
88 B 83 A 84 A 86 AB 83 AB 85 A 85 A 85 A
85 A 84 A 86 A 84 A 84 A 86 A 81 A 83 A
85 A 86 A 81 83 A 85 AB 83 A 86 B
2018
q10_4 - How important are the following factors in your decision to register your contact details when buying a product - I know my data
such as email address will not be used for marketing purposes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_4 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
80 A 81 A 81 A 82 A 80 A 79 A 82 A 81 A 80 A
81 AB 79 A 81 B 82 B 76 AB 80 A 81 A 80 A
80 A 82 A 81 A 80 A 77 A 81 A 77 A 82 A
81 A 81 A 78 A 81 A 79 A 80 A 81 A
2018
q10_5 - How important are the following factors in your decision to register your contact details when buying a product - I trust the brand or
seller
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_5 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 34
Consumersrsquo agreement with the statement that the product being expensive is an
important factor in their decision to register a product is associated most closely with
how many young children they have their financial situation and education level
73 Exposure to product recalls
Consumersrsquo exposure to product recall notices is associated most closely with their
online buying behaviour education level and occupation
69 A 70 A 71 A 68 A 69 A 69 A 70 AB 67 A 71 B
75 B 71 AB 68 A 69 A 66 AB 69 A 70 A 70 A
69 AB 70 AB 67 A 71 B 64 A 71 AB 70 AB 71 AB
69 A 70 A 69 A 69 A 71 AB 73 B 68 A
2018
q10_6 - How important are the following factors in your decision to register your contact details when buying a product - The product is
expensive
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_6 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
590 547 535 A 610 B 602 B 506 A 449 562 599
510 A 542 A 586 B 601 B 486 A 575 A 575 A 554 A
593 DE 602 DE 618 E 512 B 481 AB 520 ABC 446 A 564 CD
642 585 470 553 A 534 A 553 A 589
Retired
Online buying behaviour Children
q6 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q6 - Apart from the Ikea furniture and Samsung phone examples in the past 2 years have you seen or heard any other information notices
ads or announcements concerning the recall of a specific product - Yes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 35
Consumersrsquo exposure to product recalls for products they had purchased themselves is
associated most closely with their online buying behaviour gender and education
level
Consumersrsquo likelihood to have seen or heard information about product recalls in the
last 2 years is associated most closely with their gender age and education level
144 107 116 AB 142 C 135 BC 88 A 79 131 A 126 A
108 AB 121 ABC 122 B 147 C 84 A 133 B 128 AB 112 A
139 B 135 AB 135 B 96 A 95 AB 107 AB 92 A 129 AB
146 A 133 A 81 111 A 132 AB 123 AB 135 B
Retired
Online buying behaviour Children
q11 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q11 - In the last 2 years have you seen or received any notice or request to return a product you had purchased yourself - Yes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
846 741 727 822 A 819 A 802 A 743 800 A 796 A
730 A 776 AB 802 BC 824 C 753 ABC 819 B 778 A 792 AB
786 AB 788 AB 820 B 779 A 747 A 782 AB 788 AB 784 AB
811 B 781 A 796 AB 791 AB 750 A 778 AB 810 B
Retired
Online buying behaviour Childrenq7a_1 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7a_1 - In the last 2 years for which of the following product categories did you see or hear information about product recalls - Cars or other
motor vehicles
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 36
Consumersrsquo preference of receiving information about recalls of products they have
purchased via traditional press or media is associated most closely with their financial
status gender and age
Consumersrsquo preference of receiving information about recalls of products they have
purchased via online media is associated most closely with their age online buying
behaviour and with how many young children they have
809 842 787 839 A 838 A 842 A 786 A 839 820 A
798 A 841 B 840 B 780 A 755 A 831 A 822 A 823 A
814 ABC 808 ABC 843 D 815 BC 764 A 846 CD 772 AB 842 CD
801 831 A 842 A 828 A 816 A 816 A 828 A
Retired
Online buying behaviour Children
q18_1 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q18_1 - How would you prefer to receive information about recalls of products you have purchased - Traditional press or media
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
630 A 624 A 728 645 600 508 622 AB 640 B 615 A
597 A 635 A 632 A 615 A 602 A 623 A 635 A 620 A
629 ABC 656 C 646 C 643 BC 649 ABC 595 AB 643 ABC 587 A
686 654 532 627 A 672 B 642 AB 616 A
Retired
Online buying behaviour Children
q18_2 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q18_2 - How would you prefer to receive information about recalls of products you have purchased - Online media
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 37
Consumersrsquo preference to receive information about recalls of products they have
purchased directly is associated most closely with their online buying behaviour
gender and occupation
74 Consumer responses to product recalls
Consumersrsquo likelihood to check if a recall notice concerned a product they owned is
associated most closely with their online buying behaviour financial situation and
occupation
850 832 854 A 849 A 837 A 815 A 841 A 839 A 842 A
844 A 844 A 839 A 843 A 783 A 844 A 844 A 833 A
838 AB 871 B 846 AB 822 A 832 AB 838 AB 805 A 841 AB
877 835 A 813 A 835 A 809 A 843 A 848 A
Retired
Online buying behaviour Children
q18_6 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q18_6 - How would you prefer to receive information about recalls of products you have purchased - Directly
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
778 A 771 A 781 A 779 A 760 A 772 A 735 A 785 A 771 A
706 A 763 AB 792 C 771 BC 695 AB 780 A 772 A 771 A
768 AB 803 BC 817 C 723 A 717 A 760 ABC 774 ABC 742 A
812 765 A 735 A 760 A 782 A 798 A 776 A
2018
q7crow1_1 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You checked to see if it concerned a product you owned
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow1_1 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 38
Consumersrsquo likelihood to take no action even though they owned a recalled product is
associated most closely with their education level gender and financial status
Consumersrsquo likelihood to follow the instructions of the recall notice to send back the
product or contact the manufacturer or the seller is associated most closely with the
degree of urbanisation and their occupation
166 117 219 B 136 AB 122 AB 104 A 283 119 A 140 A
154 AB 163 B 138 B 130 B 56 A 136 A 142 A 145 A
136 ABC 131 ABC 111 AB 157 ABC 134 ABC 235 C 75 A 185 BC
136 A 141 A 152 A 132 A 113 A 140 A 154 A
2018
q7crow3_3 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You took no action even though you owned the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow3_3 - base EU28
respondents who have seen
or heard about product
recalls (N=2631)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
774 A 742 A 751 A 746 A 773 A 777 A 761 A 759 A 756 A
759 A 774 A 740 A 797 A 650 A 790 B 763 AB 719 A
796 A 835 A 770 A 735 A 651 A 743 A 651 A 703 A
770 A 760 A 730 A 721 A 797 A 742 A 780 A
2018
q7crow4_4 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You owned the product and followed the instructions of the recall notice to send back the product or
contact the manufacturerseller
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow4_4 - base EU28
respondents who have seen
or heard about product
recalls (N=2174)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 39
Consumersrsquo likelihood to tell other people about a product recall is associated most
closely with their financial status gender and age
75 Drivers of consumer actions
Consumersrsquo agreement with the statement that they would have taken action if the
potential danger was more clearly communicated and seemed serious is associated
most closely with how many young children they have and with their occupation
601 631 654 B 597 A 594 A 626 AB 636 AB 646 B 591 A
641 BC 676 C 622 B 524 A 551 AB 605 A 627 A 612 A
593 AB 639 AB 639 B 644 B 561 AB 548 A 604 AB 585 AB
619 AB 601 A 642 B 600 AB 588 AB 589 A 640 B
2018
q7crow5_5 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You told other people about it
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow5_5 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
894 A 906 A 884 A 901 A 904 A 917 A 915 A 912 A 891 A
920 A 902 A 903 A 890 A 862 A 908 A 901 A 892 A
876 A 915 AB 892 A 927 B 894 AB 924 AB 945 B 898 AB
901 A 895 A 912 A 911 AB 928 B 875 A 892 AB
Retired
Online buying behaviour Children q7cx1_1 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_1 - What would have made you take some action - If the potential danger was more clearly communicated and seemed serious
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 40
Consumersrsquo agreement with the statement that they would have taken action if the
specific action to take was more clearly communicated is associated most closely with
their financial status online buying behaviour and occupation
Consumersrsquo agreement with the statement that they would have taken action if the
product was expensive or valuable is associated most closely with their education
level age and financial status
836 A 852 A 832 AB 831 A 851 AB 883 B 849 A 858 A 834 A
866 AB 870 B 845 AB 812 A 761 A 841 A 834 A 857 A
841 AB 869 AB 838 AB 877 B 819 AB 862 AB 833 AB 822 A
842 AB 834 A 872 B 854 A 803 A 824 A 850 A
Retired
Online buying behaviour Children q7cx1_2 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_2 - What would have made you take some action - If the specific action to take was more clearly communicated
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
733 A 744 A 788 B 713 A 736 AB 724 AB 810 A 760 A 715
771 AB 773 B 733 A 701 A 713 AB 748 A 737 A 732 A
726 A 727 A 727 A 745 A 770 A 755 A 778 A 755 A
756 A 724 A 742 A 727 A 731 A 729 A 751 A
Retired
Online buying behaviour Children q7cx1_3 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_3 - What would have made you take some action - If the product was expensivevaluable
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 41
Consumersrsquo agreement with the statement that they would have taken action if they
knew someone who owned the product is associated most closely with their online
buying behaviour gender and occupation
Consumersrsquo agreement with the statement that they would have taken action if they
owned the product themselves is associated most closely with their financial status
their online buying behaviour and occupation
916 936 929 A 923 A 917 A 935 A 905 A 918 A 934 A
932 AB 923 AB 931 AB 910 A 955 B 918 A 931 A 927 A
928 AB 898 A 941 B 943 B 904 AB 882 AB 954 B 910 AB
951 911 A 917 A 915 A 894 A 920 A 938 A
Retired
Online buying behaviour Children q7cx1_4 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_4 - What would have made you take some action - If I knew someone who owned the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
976 A 983 A 983 A 979 A 974 A 980 A 981 A 983 A 977 A
989 BC 976 A 982 AB 973 A 995 C 980 A 979 A 979 A
975 AB 986 B 985 B 960 A 971 AB 981 AB 990 B 981 AB
986 B 973 A 981 AB 981 A 968 A 980 A 980 A
Retired
Online buying behaviour Children q7cx1_5 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10507)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_5 - What would have made you take some action - If I owned the product myself
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 42
Consumersrsquo agreement with the statement that it was clear which specific product was
recalled is associated most closely with their online buying behaviour
Consumersrsquo agreement with the statement that it was clear where the product has
been sold is associated most closely with their financial status and occupation
85 A 85 A 85 A 85 A 85 A 84 A 83 A 85 A 85 A
83 A 84 A 85 A 85 A 83 A 84 A 85 A 85 A
84 A 85 A 85 A 85 A 85 A 84 A 84 A 85 A
86 A 85 A 83 84 A 84 A 85 A 86 A
Retired
Online buying behaviour Childrenq7d_1 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_1 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear which specific product was recalled
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
74 A 75 A 76 A 75 A 74 A 73 A 73 A 76 A 74 A
73 A 73 A 75 AB 77 B 72 AB 75 A 75 A 74 A
74 A 73 A 75 AB 77 B 73 AB 72 A 74 AB 76 AB
74 A 75 A 75 A 74 A 74 A 75 A 75 A
Retired
Online buying behaviour Childrenq7d_2 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_2 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear where the product had been sold
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 43
Consumersrsquo agreement with the statement that it was clear what specific danger was
posed by the product is associated most closely with their age occupation and online
buying behaviour
Consumersrsquo agreement with the statement that it was clear who to contact for more
information is associated most closely with their online buying behaviour financial
status and with how many young children they have
79 A 80 A 79 AB 78 A 79 A 83 B 78 A 80 A 79 A
77 A 78 A 80 A 80 A 78 A 79 A 79 A 80 A
80 BC 77 A 80 BC 81 BC 78 ABC 80 ABC 83 C 78 AB
79 AB 80 B 78 A 78 A 79 A 80 A 80 A
Retired
Online buying behaviour Childrenq7d_3 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_3 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what specific danger was posed by the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
71 A 70 A 70 A 71 A 70 A 72 A 70 A 71 A 71 A
70 AB 69 A 71 AB 73 B 70 AB 71 A 71 A 71 A
71 AB 70 AB 70 A 73 B 68 AB 72 AB 72 AB 71 AB
72 B 71 AB 69 A 69 A 71 AB 73 B 72 B
Retired
Online buying behaviour Childrenq7d_4 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_4 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear who to contact for more information
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 44
Consumersrsquo agreement with the statement that it was clear what procedure to follow
to return replace or dispose of the product is associated most closely with their online
buying behaviour financial status and education level
Consumersrsquo agreement with the statement that it was clear what procedure to follow
to receive a reimbursement or compensation is associated most closely with their age
online buying behaviour and with how many young children they have
71 A 71 A 69 A 72 B 71 AB 72 AB 71 AB 73 B 70 A
68 A 70 A 71 A 74 B 70 AB 72 A 71 A 71 A
70 A 71 A 71 A 72 A 68 A 74 A 70 A 72 A
73 71 A 69 A 69 A 72 AB 71 AB 72 B
Retired
Online buying behaviour Childrenq7d_5 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_5 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what procedure to follow to return replace or dispose of the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
63 A 64 A 61 A 64 BC 62 AB 67 C 64 AB 65 B 62 A
62 AB 63 AB 64 AB 65 B 56 A 64 AB 64 B 62 A
62 A 62 A 63 A 67 B 63 AB 65 AB 69 B 64 AB
65 A 64 A 61 61 66 A 64 A 65 A
Retired
Online buying behaviour Childrenq7d_6 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_6 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what procedure to follow to receive a reimbursement or compensation
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 45
Consumersrsquo agreement with the statement that the communication was easy to access
and visible is associated most closely with their financial status gender and with how
many young children they have
Consumersrsquo agreement with the statement that minimum effort required on their part
is an important factor in their decision to register when buying a product is associated
most closely with their education level occupation and financial status
73 75 73 A 74 A 76 A 74 A 75 A 75 A 73 A
73 AB 72 A 75 B 77 66 A 74 A 75 A 74 A
74 A 73 A 75 A 75 A 74 A 72 A 73 A 73 A
75 A 74 A 73 A 73 A 75 AB 74 AB 75 B
Retired
Online buying behaviour Childrenq7d_7 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_7 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - The communication was easy to access and visible
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
75 A 77 A 78 B 76 AB 74 AB 73 A 81 75 A 75 A
79 BC 75 ABC 75 AB 78 C 68 A 76 A 75 A 76 A
73 B 75 BC 77 BC 76 BC 65 A 76 BC 71 ABC 78 C
77 A 75 A 74 A 75 A 75 A 74 A 77 A
Retired
Online buying behaviour Children q10_1 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q10_1 - How important are the following factors in your decision to register your contact details when buying a product - There is minimum
effort required on my part
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 46
Consumersrsquo agreement with the statement that receiving an incentive such as a
voucher discount or gift is an important factor in their decision to register when
buying a product is associated most closely with their financial status education level
and age
55 A 57 A 61 56 A 53 A 51 A 63 54 A 57 A
65 B 59 B 55 A 53 A 47 A 56 A 57 A 56 A
54 A 56 A 53 A 61 B 56 AB 58 AB 59 AB 58 AB
55 A 57 A 57 A 56 A 60 A 55 A 56 A
2018
q10_2 - How important are the following factors in your decision to register your contact details when buying a product - I receive an
incentive such as a voucher discount or gift
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_2 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 3
Survey on Consumer Behaviour and Product Recalls
Effectiveness
Annex to the Final Report
This Annex was produced under the EU Consumer Programme (2014-2020) in the frame of a service contract with the Consumers Health Agriculture and Food Executive Agency (Chafea)
acting under the mandate from the European Commission
The content of this report represents the views of the contractor and is its sole responsibility it
can in no way be taken to reflect the views of the European Commission andor Chafea or other body of the European Union
The European Commission andor Chafea do not guarantee the accuracy of the data included in this report nor do they accept responsibility for any use made by third parties thereof
More information on the European Union is available on the Internet (httpeuropaeu)
More information on the European Union is available on the Internet (httpeuropaeu)
Luxembourg Publications Office of the European Union 2019
Project number 20191555
Title - Survey on consumer behavior and product recalls effectiveness ndash Annex to Main Report
Language version
SupportVolume Catalogue number ISBN DOI
EN PDF PDFVolume_01
EB-04-19-249-EN-N 978-92-9478-093-5 102818646367
copy European Union 2019
Reproduction is authorised provided the source is acknowledged
Europe Direct is a service to help you find answers
to your questions about the European Union
Freephone number ()
00 800 6 7 8 9 10 11
() The information given is free as are most calls (though some operators phone boxes or hotels may charge
you)
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 5
TABLE OF CONTENTS
1 INTRODUCTION 6
Breakdown by region and country (Sections 1-5) 6
Breakdown by sociodemographic variable (Section 6) 8
2 AWARENESS OF RIGHTS AND RESPONSIBILITIES 10
21 General awareness 10
22 Awareness by product category 11
23 Assigning responsibility 12
3 PRODUCT REGISTRATION 13
31 General awareness 13
32 Consumer behaviour 14
33 Drivers of consumer behaviour 16
4 EXPOSURE TO PRODUCT RECALLS 17
41 Overall exposure and exposure for products owned 17
42 Exposure by product category 18
43 Online versus offline purchases 19
44 Exposure by communication channel 20
45 Preferred communication channels 21
5 CONSUMER RESPONSES TO PRODUCT RECALLS 22
51 Responses to general product recall information 22
52 Responses to product recalls for products owned 22
53 Drivers of consumer actions ndash hypothetical scenario 23
54 Drivers of consumer actions ndash real scenario 25
6 THE IMPACT OF PRODUCT RECALLS 26
61 Responses from manufacturerssellers 26
62 Consumer satisfaction with the recall experience 26
63 Satisfaction with product recall information 27
64 Satisfaction with product recall information 28
7 VULNERABLE CONSUMERS 29
71 Awareness of rights and responsibilities 29
72 Product registration 31
73 Exposure to product recalls 34
74 Consumer responses to product recalls 37
75 Drivers of consumer actions 39
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 6
1 Introduction
This Annex completes the Final Report of the Survey on Consumer Behaviour and
Product Recall Effectiveness with further references and extended data breakdowns
The first six sections contain breakdowns for all questions asked in the survey (and for
which the sample size allows for statistically robust comparisons) by region and
country The last section contains breakdowns by sociodemographic characteristics of
the respondents for a selection of the most relevant questions
The visuals and results presented in this Annex follow the structure and flow of the
Final Report detailing the perceptions and experiences of European consumers in the
following areas
bull Section 1 Awareness ndash Are consumers aware in general of their rights and
manufacturersrsquosellers responsibilities What drives consumer awareness
bull Section 2 Product registration ndash Are consumers aware of the benefits of
product registration Do they register products after purchasing them and what
motivates them to do so
bull Section 3 Exposure to recalls ndash What proportion of consumers exposed to
product recall information Is exposure relevant for consumers and does it
differ per sector How can product recall information reach consumers more
effectively
bull Section 4 Consumer reponses ndash How do consumers react to product recall
information What drives consumer behaviour and consumer inaction
bull Section 5 Impact of recalls ndash How satisfied are consumers with product
recall information What can be improved to engage consumers and improve
the effectiveness of product recalls
These sections correspond to the five stages we have identified as part of the
consumer journey with product recalls as presented in the visual below1
Breakdown by region and country (Sections 1-5)
Data breakdowns in this Annex are presented consistently for each question asked in
the survey for the following categories
bull EU28 ndash all 28 Member States of the European Union
1 Reporting will focus on key results at EU28 level per region (North West East South) and per country where relevant
Awareness of rights and
responsibilities
Impact of product recalls
Consumer responses
Exposure to product
recalls
Product registration1
2
3
4
5
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 7
bull EU27_2019 ndash all 27 Member States of the European Union excluding the
United Kingdom
bull Region ndash North South East and West (see the table below for a breakdown)
bull Country ndash all 30 countries surveyed
The table below presents an overview of the distribution of all surveyed countries
included in the visuals by region including the respective abbreviations used for each
surveyed country
Each visual contains breakdowns of multiple question items Each question item is
represented by a single column with the highest and lowest three results within the 30
Country EU27_2019 EU28 Region North
Region East
Region South
Region West
AT Austria X X X
BE Belgium X X X
BG Bulgaria X X X
CY Cyprus X X X
CZ Czech Republic X X X
DE Germany X X X
DK Denmark X X X
EE Estonia X X X
EL Greece X X X
ES Spain X X X
FI Finland X X X
FR France X X X
HU Hungary X X X
HR Croatia X X X
IE Ireland X X X
IT Italy X X X
LT Lithuania X X X
LU Luxembourg X X X
LV Latvia X X X
MT Malta X X X
NL Netherlands X X X
PL Poland X X X
PT Portugal X X X
RO Romania X X X
SE Sweden X X X
SI Slovenia X X X
SK Slovakia X X X
UK United Kingdom X
NO Norway
IS Iceland
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 8
surveyed countries indicated by colour highlights green for the top three and blue for
the bottom three2
The visuals contain averages for each of the categories shown above which are
presented as proportions (eg 305) for binary variables or as averages (eg 75)
for scale variables Results presented in the visuals have been tested against the EU28
average to determine whether they differ statistically on the 05 significance level If
the difference is significant a star symbol () appears after the figure3
Breakdown by sociodemographic variable (Section 6)
The last section of the Annex presents a selection of visuals containing the results of a
multivariate analysis It was conducted to investigate the link between key
sociodemographic factors and consumer experiences and perceptions of product
recalls at different stages of the recall process It is structured along the five stages of
the consumer product recall journey and presents a breakdown based on the following
sociodemographic characteristics
bull Gender (male female)
bull Age (18-34 34-54 55-64 65+)
bull Level of education (low medium high ndash based on the ISCED classification)
bull Financial situation (very difficult fairly difficult fairly easy very easy)
bull Urbanisation (rural area small town large town)
bull Employment status (eight categories)4
bull Online buying behaviour (frequent occasional do not buy online)
bull Having children (no children younger than four four to 12 years older than
12)
The multivariate analysis uses various regression models to estimate differences
between the categories or levels of sociodemographic variables on key questions
It explores the relationship between a specific independent variable (eg age) and a
dependent variable (eg awareness of product recalls) while considering the effects
of other independent variables (eg gender education etc) This type of analysis is
considered more appropriate when exploring the impact of socio-demographic
variables due to the potential overlap (correlations) between different socio-
demographic factors which need to be considered when measuring the extent to which
one of these factors affects the dependent variables In all models a control variable
on the region of residence of the person interviewed (North South East and West)
has been included The following regression models are used for the analysis of the
different dependent variables
bull Logit models when the dependent variable is binary (ie it takes only two
possible values 0 and 1 eg trust in product safety trust in environmental
claims)
2 Please note that belonging to the top three countries (highest figures) for a certain question does not always indicate a positive result and vice versa As such each question should be interpreted separately based on its framing and content
3 It should be noted that the top and bottom three figures do not always differ statistically from the EU28 average This is reflected in the presence or absence of the star symbol () after the figure
4 Self-employed manager other white collar blue collar student unemployed seeking a job retired
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 9
bull Poisson models for dependent variables that can be thought of as a count
variable (eg knowledge of consumer rights trust in organisations)
bull Linear models when the dependent variable is assumed to be numerical and
linear (eg problems and complaints)
Each visual contains results from one question or question item The values shown in
the tables of the sociodemographic analysis are based on model estimates5
Statistically significant differences between categories or levels of a socio-demographic
variable are indicated with letters (eg A B) next to each figure The categories of a
socio-demographic variable are statistically significant different from each other
except when the categories share the same letter If two groups contain different
letters (eg A and B) or no letters at all this indicates that the results for these
groups are statistically different When a category is associated with a blank it is
statistically significant different from all the other categories Differences and
equalities for socio-demographic results are only considered within each
sociodemographic variable (eg 18-34 years old vs 35-54 years old) and not between
sociodemographic variables (eg 18-34 yearsrsquo old vs women)
In addition to differences across sociodemographic subgroups for each variable the
three sociodemographic characteristics most closely linked to the reported question
(eg awareness of product recalls) are reported below each visual They are reported
in order of the magnitude of the link starting with the strongest link
5 Model estimates are calculated using the margins function in Stata A margin is a statistic based on a fitted model calculated over a dataset in which some of or all the covariates are fixed at values different from what they really are In the models estimated for this report the margins function calculates the predicted means for the different values of a socio-demographic variable (eg age) while all the other covariates (including the other socio-demographic variables) are hold fixed In practice the estimated value of a dependant variable Y (eg the of persons who are aware of manufacturersrsquo legal responsibility to recall dangerous products) for the male category is obtained under the hypothesis that all the persons interviewed are males while their remaining sociodemographic characteristics (used in the model as regressors) corresponds to the categories observed in the sample In addition a pwcompare (group effects) option was added to the function to perform pairwise comparisons between all levels of a socio-demographic variable based on the estimated models These comparisons provided information to determine the variables with the closest link with the respective dependent variable
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 10
2 Awareness of rights and responsibilities
21 General awareness
Yes I think
they are
No I think
they are notI donrsquot know
EU28 755 114 131
EU27_2019 754 115 131
North 732 96 171
South 691 123 186
East 772 70 158
West 785 128 87
BE 733 140 126
BG 531 63 405
CZ 855 71 74
DK 655 160 185
DE 836 102 62
EE 905 10 85
IE 822 83 96
EL 705 27 268
ES 546 142 312
FR 740 188 72
HR 630 299 71
IT 804 135 61
CY 718 37 245
LV 761 28 210
LT 802 57 140
LU 799 102 100
HU 975 15 10
MT 579 90 331
NL 791 120 89
AT 805 110 85
PL 820 57 123
PT 650 73 277
RO 633 90 277
SI 931 09 60
SK 764 47 189
FI 840 54 106
SE 668 119 213
UK 765 107 128
IS 675 103 223
NO 761 108 131
The figure is significantly different (plt005) compared to the EU28 resultq5 - base all respondents N=25541
q5 - Do you know if manufacturers are legally required to recall products that are dangerous to consumers
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 11
22 Awareness by product category
q4 - Which of the following products do you believe can be subject to product recalls
Cars or other
motor vehicles
Home electrical
appliances such
as washing
machines water
boilers and
cookers
Electronic products
such as computers
mobile phones and
accessories such as
chargers
Products for
children such
as toys or
childcare
products
Cosmetics Any type of
product
EU28 864 857 877 913 735 640
EU27_2019 853 843 873 908 738 635
North 875 881 899 919 715 636
South 869 849 896 906 713 556
East 734 766 767 857 744 664
West 910 893 908 936 744 675
BE 906 838 859 916 722 740
BG 698 803 764 866 787 690
CZ 735 785 790 964 823 654
DK 919 792 854 935 749 557
DE 913 930 928 952 784 710
EE 904 939 948 834 619 759
IE 931 932 920 907 687 681
EL 880 889 869 938 865 815
ES 944 918 935 890 684 489
FR 864 794 887 913 737 601
HR 799 795 894 847 699 565
IT 817 793 878 927 709 532
CY 738 880 861 927 785 761
LV 748 806 823 822 641 636
LT 682 841 838 778 535 491
LU 845 861 874 872 655 685
HU 849 857 836 936 765 716
MT 836 827 805 890 768 760
NL 933 897 923 950 709 704
AT 923 887 896 939 785 748
PL 635 655 652 817 746 655
PT 847 825 867 814 701 701
RO 846 881 878 793 610 620
SI 951 938 927 954 885 917
SK 720 796 845 980 933 759
FI 902 975 982 966 814 749
SE 913 897 904 955 719 644
UK 944 953 906 942 712 674
IS 950 888 927 965 787 852
NO 935 857 874 933 682 650
q4 - base all respondents N=25541The figure is significantly different (plt005) compared to the EU28 result
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 12
23 Assigning responsibility
It is the
responsibility of
the
manufacturer
to recall the
product as soon
as they know
about the risks
it poses
It is the
responsibility of
the seller to
inform
consumers who
purchased the
product about
the risks it
poses
Consumers
who learn
about a recall
notice about a
product they
have purchased
should take
action
immediately
It is important
for consumers
to pay attention
to product
recalls
EU28 980 883 923 939
EU27_2019 980 879 919 938
North 983 908 889 936
South 980 902 944 947
East 986 869 932 950
West 978 875 912 930
BE 989 929 859 962
BG 978 858 924 949
CZ 991 942 931 950
DK 991 908 897 927
DE 987 858 924 928
EE 984 900 922 961
IE 990 933 964 951
EL 993 944 984 991
ES 987 972 985 957
FR 952 848 904 915
HR 930 871 893 910
IT 970 830 900 925
CY 995 943 989 994
LV 977 912 909 965
LT 983 907 919 976
LU 985 959 943 969
HU 997 858 943 959
MT 989 955 987 981
NL 982 891 757 930
AT 997 851 928 942
PL 986 806 948 937
PT 992 968 981 983
RO 993 931 969 977
SI 996 933 813 962
SK 979 965 757 955
FI 967 947 904 939
SE 988 888 859 918
UK 986 909 947 939
IS 998 959 946 982
NO 987 874 907 925
q8b - base all respondents N=25541
The figure is significantly different (plt005) compared to the EU28 result
q8b - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about product recalls
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 13
3 Product registration
31 General awareness
Yes I did No I didnrsquot
know
EU28 397 603
EU27_2019 385 615
North 304 696
South 369 631
East 334 666
West 445 555
BE 362 638
BG 279 721
CZ 350 650
DK 241 759
DE 405 595
EE 261 739
IE 444 556
EL 281 719
ES 277 723
FR 503 497
HR 454 546
IT 455 545
CY 236 764
LV 252 748
LT 292 708
LU 392 608
HU 418 582
MT 274 726
NL 379 621
AT 392 608
PL 289 711
PT 378 622
RO 348 652
SI 398 602
SK 375 625
FI 353 647
SE 333 667
UK 481 519
IS 229 771
NO 336 664
The figure is significantly different (plt005) compared to the EU28 result
q9a - base all respondents N=25541
q9a - Did you know that by registering a product you can be contacted directly in case there is a problem with that product
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 14
32 Consumer behaviour
Yes Sometimes No
EU28 401 286 313
EU27_2019 377 291 332
North 394 263 343
South 358 281 361
East 453 226 320
West 404 308 288
BE 420 264 315
BG 449 99 452
CZ 437 266 296
DK 442 207 352
DE 307 373 319
EE 327 337 335
IE 532 251 217
EL 492 307 201
ES 355 293 351
FR 377 298 325
HR 425 191 383
IT 339 278 383
CY 275 215 510
LV 346 191 464
LT 448 211 341
LU 198 282 520
HU 483 120 397
MT 476 135 389
NL 420 289 291
AT 341 305 354
PL 340 347 312
PT 406 248 346
RO 652 111 238
SI 397 152 451
SK 425 288 287
FI 316 417 267
SE 420 211 369
UK 536 258 205
IS 366 136 499
NO 471 206 323
The figure is significantly different (plt005) compared to the EU28 result
q9b - base consumers who know they can be contacted in case there is a problem
with a product after you registered the product N=9128
q9b - And do you usually register the product so you can be contacted in case of problems with that product
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 15
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 16
33 Drivers of consumer behaviour
Note for the following countries the base size is smaller than 100 LU CY EE LV LT MT and IS For these countries no robust comparisons can be made regarding q10
q10 - How important are the following factors in your decision to register your contact
details when buying a product
There is
minimum effort
required on my
part
I receive an
incentive such
as a voucher
discount or
gift
Registration will
allow the seller or
manufacturer to
inform me about
potential issues with
the product
I know my data
such as email
address will not
be used for
marketing
purposes
I trust the
brand or seller
The product is
expensive
EU28 76 56 86 85 81 69
EU27_2019 75 57 85 86 81 68
North 75 47 84 80 79 70
South 75 65 88 87 83 70
East 74 60 86 83 81 70
West 77 52 84 85 80 68
BE 68 55 84 79 78 66
BG 78 63 84 75 76 77
CZ 66 51 83 75 78 72
DK 72 38 83 79 80 64
DE 77 38 82 91 82 55
EE 73 59 87 84 77 78
IE 79 56 87 83 79 75
EL 78 61 89 83 74 75
ES 81 59 90 91 85 67
FR 76 71 86 86 81 76
HR 79 77 86 83 84 80
IT 70 67 87 85 83 71
CY 83 60 91 87 79 89
LV 72 69 82 74 76 77
LT 75 67 86 74 70 84
LU 75 66 79 80 76 63
HU 77 58 91 82 83 75
MT 82 58 88 88 88 63
NL 70 52 81 82 77 66
AT 77 47 82 88 83 53
PL 68 57 81 85 79 71
PT 77 68 90 87 83 74
RO 82 66 94 87 86 63
SI 77 65 89 71 82 75
SK 68 56 86 78 80 71
FI 79 44 85 85 83 68
SE 73 44 82 77 78 68
UK 79 50 86 79 78 76
IS 76 34 87 81 79 77
NO 68 43 81 79 73 68
q10 - base respondents who have registered a product so that they can be contacted in case there is a problem
with the product N=6175
The figure is significantly different (plt005) compared to the EU28 result
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 17
4 Exposure to product recalls
41 Overall exposure and exposure for products owned
Yes No Yes No
EU28 565 435 124 876
EU27_2019 543 457 119 881
North 606 394 84 916
South 456 544 130 870
East 463 537 54 946
West 657 343 152 848
BE 618 382 115 885
BG 222 778 29 971
CZ 613 387 45 955
DK 675 325 124 876
DE 676 324 166 834
EE 560 440 54 946
IE 707 293 167 833
EL 465 535 69 931
ES 313 687 91 909
FR 555 445 143 857
HR 505 495 157 843
IT 573 427 186 814
CY 261 739 15 985
LV 398 602 38 962
LT 380 620 32 968
LU 371 629 111 889
HU 486 514 60 940
MT 334 666 40 960
NL 692 308 103 897
AT 718 282 178 822
PL 434 566 56 944
PT 409 591 51 949
RO 447 553 45 955
SI 746 254 47 953
SK 572 428 35 965
FI 802 198 112 888
SE 569 431 74 926
UK 721 279 156 844
IS 648 352 79 921
NO 607 393 83 917
q6 amp q11 - base all respondents N=25541
The figure is significantly different (plt005) compared to the EU28 result
q6 - Apart from [two real-life examples of recalls] in the past 2 years have you seen or heard any other information notices ads or announcements concerning the recall of a specific product
q11 - In the last two years have you seen or received any notice or request to return a product you had purchased yourself
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 18
42 Exposure by product category
q7a - In the last 2 years for which of the following product categories did you see or
hear information about product recalls
Cars or other
motor vehicles
Home electrical
appliances such
as washing
machines water
boilers and
cookers
Electronic products
such as computers
mobile phones and
accessories such as
chargers
Products for
children Cosmetics Other
EU28 788 334 553 605 225 309
EU27_2019 777 274 547 616 247 313
North 732 272 589 692 148 259
South 788 226 558 570 276 204
East 667 212 506 669 283 339
West 827 412 560 591 198 342
BE 870 191 641 611 147 352
BG 624 144 362 530 229 120
CZ 610 173 445 894 241 257
DK 808 190 649 796 165 233
DE 878 266 492 551 211 359
EE 769 119 308 481 65 125
IE 845 427 650 570 164 416
EL 790 228 645 588 326 199
ES 889 130 445 656 350 53
FR 706 452 613 682 319 366
HR 730 374 611 717 424 229
IT 739 271 611 552 254 268
CY 474 198 197 494 138 118
LV 748 205 361 474 123 159
LT 644 418 644 561 172 216
LU 702 228 520 485 125 415
HU 739 246 450 639 163 239
MT 623 125 312 456 123 317
NL 788 256 595 751 173 410
AT 906 291 505 508 163 308
PL 583 161 503 643 322 443
PT 875 185 429 410 160 195
RO 891 332 657 546 235 289
SI 682 153 369 591 101 706
SK 459 130 380 805 506 263
FI 656 356 678 791 186 333
SE 750 263 535 626 118 259
UK 847 652 583 542 108 284
IS 869 96 526 799 117 202
NO 779 263 479 461 100 264
q7a - base respondents who have seen or heard about product recalls N=14093The figure is significantly different (plt005) compared to the EU28 result
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 19
Note Due to the low overall sample available is it not possible to draw statistically robust comparisons for specific countries Therefore no country results are displayed for questions q12a and q12b
43 Online versus offline purchases
q12a - Which product category did the recalled product belong to [this question refers
to general notices about product recalls]
Cars or other
motor
vehicles
Home electrical
appliances such
as washing
machines
water boilers
and cookers
Electronic
products such
as computers
tablets and
mobile phones
Electronic
product
accessories
such as
chargers and
adapters
Products for
childrenCosmetics Other
EU28 465 113 151 81 44 43 104
EU27_2019 436 100 167 84 50 49 114
North 352 116 165 115 93 11 148
South 404 97 161 133 40 56 109
East 238 118 227 89 108 69 151
West 530 119 135 54 34 35 93
q12a - base respondents who have seen or received notices about recalled products that they have
purchased N=2393
The figure is significantly different (plt005) compared to the EU28 result
q12b - Did you purchase the product
online or offline
Online Offline Donrsquot know
EU28 186 801 13
EU27_2019 191 798 12
North 154 782 64
South 144 850 06
East 260 726 15
West 197 791 12
q12b - base respondents who have seen or received notices about
recalled products that they have purchased N=2393
The figure is significantly different (plt005) compared to the EU28 result
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 20
44 Exposure by communication channel
q7b - How did you seehear about product recalls
Traditional
press or
media (eg
newspapers
television
radio etc)
Online media
A consumer
association or
a dedicated
information
service
platform
A physical
store
The sellerrsquos
or
manufacturer
rsquos website
A friend or
acquaintanceDonrsquot know
EU28 798 536 191 238 184 293 08
EU27_2019 796 537 194 221 183 305 07
North 797 507 111 139 146 183 11
South 772 540 210 171 172 377 06
East 754 608 151 128 218 303 07
West 819 519 202 301 183 270 08
BE 866 481 184 176 143 214 11
BG 673 391 32 55 112 189 18
CZ 848 612 210 116 245 303 02
DK 846 645 222 106 134 247 12
DE 868 507 162 307 136 254 06
EE 663 481 42 145 89 124 00
IE 808 580 195 320 208 270 16
EL 680 691 179 103 133 305 14
ES 883 520 171 140 111 345 04
FR 731 508 295 294 265 410 03
HR 602 384 274 199 320 513 00
IT 731 543 239 208 217 427 05
CY 567 344 22 35 144 199 00
LV 600 662 56 73 116 155 09
LT 659 702 154 170 227 348 29
LU 754 433 86 182 121 243 04
HU 729 547 125 86 108 198 03
MT 516 678 19 43 34 193 17
NL 832 569 216 207 185 168 16
AT 889 486 245 401 122 191 00
PL 668 689 143 124 246 272 11
PT 863 409 145 56 50 166 08
RO 898 628 167 178 228 452 08
SI 756 469 87 126 100 131 02
SK 791 549 70 83 193 201 00
FI 888 441 92 113 169 165 04
SE 760 408 58 184 130 132 13
UK 806 536 175 326 190 225 13
IS 850 680 157 128 155 202 00
NO 672 558 93 75 102 104 16
q7b - base respondents who have seen or heard about product recalls N=13835
The figure is significantly different (plt005) compared to the EU28 result
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 21
45 Preferred communication channels
q18 - How would you prefer to receive information about recalls of products you have
purchased
Traditional
press or media Online media
A consumer
association or a
dedicated
information
service platform
Visual
communication
The sellerrsquos or
manufacturerrsquos
website
Directly
Via a
notification
through a
mobile
application
EU28 825 624 545 635 559 840 554
EU27_2019 827 628 557 632 567 828 544
North 811 602 456 558 520 890 503
South 832 647 603 620 570 845 580
East 796 675 549 660 634 847 662
West 834 595 523 641 530 829 504
BE 866 625 544 629 592 878 576
BG 741 631 496 627 559 785 542
CZ 817 650 441 578 540 803 541
DK 832 661 498 492 404 881 437
DE 862 610 526 663 507 789 366
EE 800 636 370 551 480 866 468
IE 829 627 550 705 550 921 676
EL 749 725 676 603 605 855 716
ES 877 656 675 733 635 869 650
FR 793 545 556 606 558 769 544
HR 750 659 544 572 558 813 594
IT 817 632 520 535 514 819 491
CY 811 596 535 437 501 764 504
LV 690 654 497 667 585 840 587
LT 679 698 547 611 611 844 562
LU 861 618 467 675 583 747 446
HU 790 657 554 669 580 775 573
MT 732 687 595 498 487 957 700
NL 884 666 549 578 585 836 572
AT 905 616 636 703 525 837 412
PL 826 708 577 705 709 862 734
PT 817 623 708 651 580 888 662
RO 774 683 623 698 663 942 772
SI 684 524 337 405 275 659 227
SK 780 627 440 564 583 802 537
FI 903 624 478 562 554 905 577
SE 811 513 395 558 532 915 470
UK 808 597 458 652 505 928 619
IS 891 799 627 608 595 914 594
NO 703 536 416 475 387 933 499
q18 - base all respondents N=25541The figure is significantly different (plt005) compared to the EU28 result
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 22
5 Consumer responses to product recalls
51 Responses to general product recall information
Note the last column of this table is based on a derived proportion of those respondents who owned the product but 1) did not follow the instrution of the notice and 2) did not say that they took no action in response to it
52 Responses to product recalls for products owned
Note Due to the low overall sample available is it not possible to draw statistically robust comparisons for specific countries Therefore no country results are displayed for question q12c
You checked
to see if it
concerned a
product you
owned
You took no
action
because you
did not own
the product
Told other
people about
it
Owned the product
and followed the
instructions of the
recall notice
Took no
action even
though you
owned the
product
Took some action but
did not follow the
instructions of the
recall notice1
EU28 774 790 616 649 143 208
EU27_2019 765 802 625 634 161 205
North 659 801 447 467 198 335
South 827 802 731 748 130 123
East 684 783 665 424 157 419
West 790 786 577 694 139 168
The figure is significantly different (plt005) compared to the EU28 result
q7c1 - base respondents who have seen or heard about product recalls N=14093
q7c1 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the communication about the product recall
q12c - Thinking about this product recall what actions did you take in response
You contacted
the
manufacturer
seller for more
information
You contacted
the
manufacturer
seller for
reimbursement
You returned
the product
You threw
the product
away
You
continued
using the
product with
extra caution
You told
others about
the product
recall
You took no
action
EU28 557 413 463 73 312 490 39
EU27_2019 547 434 448 81 280 483 41
North 394 394 471 50 141 273 118
South 561 360 404 118 277 530 25
East 490 446 476 118 276 427 72
West 574 433 488 48 342 493 37
q12c - base respondents who have seen or received notices about recalled products that they have
purchased N=2393
The figure is significantly different (plt005) compared to the EU28 result
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 23
53 Drivers of consumer actions ndash hypothetical scenario
If the
potential
danger was
clearly
communicated
and it seemed
serious
If the specific
action to take
was clearly
communicate
d
If the product
was
expensiveva
luable
If there was
a financial
incentive
If I had
already
experienced
the issue that
was identified
in the
product recall
Other
EU28 955 935 799 648 919 440
EU27_2019 952 931 791 650 915 434
North 967 922 865 725 946 426
South 950 944 744 635 906 346
East 950 923 782 658 914 540
West 959 936 827 643 924 452
BE 940 921 837 664 888 540
BG 879 819 732 653 797 556
CZ 954 926 867 814 876 599
DK 970 888 852 726 940 358
DE 974 959 858 654 969 416
EE 974 933 897 760 962 754
IE 959 933 884 666 933 529
EL 962 934 818 660 938 483
ES 974 962 704 600 955 182
FR 917 874 743 638 833 402
HR 870 811 752 645 707 290
IT 924 926 734 635 851 365
CY 967 948 835 730 939 597
LV 924 914 899 859 934 641
LT 936 927 888 737 924 352
LU 950 923 884 712 959 552
HU 961 924 871 697 957 624
MT 949 928 849 769 906 481
NL 974 952 847 615 952 664
AT 971 957 865 663 973 382
PL 961 924 867 679 963 562
PT 984 972 893 747 973 804
RO 955 969 519 471 886 471
SI 987 982 945 887 987 545
SK 976 953 830 737 950 541
FI 975 946 875 653 967 541
SE 977 926 849 730 943 338
UK 979 962 853 634 948 485
IS 972 939 797 626 940 344
NO 961 931 877 780 948 429
q8a1 - base all respondents N=25541
The figure is significantly different (plt005) compared to the EU28 result
q8a1 - If you heard [about two real-life examples of product recalls] and you owned one of [the recalled products] what would have made you take any actions
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 24
If the potential
danger was
clearly
communicated
and it seemed
serious
If the specific
action to take
was clearly
communicated
If the product
was
expensiveva
luable
If there was
a financial
incentive
If the person I
knew had already
experienced the
issue that was
identified in the
product recall
Other
EU28 948 920 751 618 903 427
EU27_2019 943 916 745 622 898 422
North 948 887 780 636 887 405
South 947 927 708 609 898 327
East 946 921 760 638 914 552
West 949 920 767 613 902 433
BE 917 887 762 602 887 527
BG 869 820 737 637 805 555
CZ 953 917 836 794 919 600
DK 938 857 734 606 871 342
DE 958 937 802 636 945 395
EE 958 946 874 635 934 753
IE 962 939 802 609 929 516
EL 950 917 777 636 906 486
ES 980 946 656 570 959 144
FR 914 880 687 625 814 392
HR 866 843 712 644 722 294
IT 917 911 709 610 851 357
CY 854 808 692 577 808 491
LV 915 883 855 819 895 637
LT 934 889 826 712 870 349
LU 880 855 823 656 941 514
HU 954 916 819 679 912 634
MT 887 858 783 682 849 441
NL 945 898 758 553 876 637
AT 950 941 808 630 938 359
PL 956 925 847 661 960 576
PT 979 954 864 744 909 784
RO 956 962 506 454 889 498
SI 978 974 942 894 977 543
SK 968 940 806 663 938 530
FI 961 927 812 531 902 509
SE 955 874 748 655 886 308
UK 977 945 793 588 936 457
IS 964 900 726 518 912 335
NO 950 910 824 720 916 411
q8a2 - base all respondents N=25541
The figure is significantly different (plt005) compared to the EU28 result
q8a2 - If you heard [about two real-life examples of product recalls] and you knew someone who owned one of [the recalled products] what would have made you take any actions
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 25
54 Drivers of consumer actions ndash real scenario
q7cx1 - What would have made you take some action
If the potential
danger was
more clearly
communicated
and seemed
serious
If the specific
action to take
was more
clearly
communicated
If the product
was expensive
valuable
If I knew
someone who
owned the
product
If I owned the
product myself
EU28 900 843 739 926 979
EU27_2019 895 843 735 918 978
North 901 780 770 913 968
South 933 881 731 907 990
East 945 903 778 947 971
West 875 820 727 928 979
BE 921 837 753 916 975
BG 958 874 808 875 879
CZ 975 947 880 947 971
DK 934 873 759 944 978
DE 826 785 714 952 989
EE 961 887 885 955 992
IE 924 844 779 944 987
EL 984 950 860 944 990
ES 951 867 675 984 1000
FR 882 860 701 844 946
HR 892 837 847 820 890
IT 911 864 715 861 987
CY 973 963 891 950 988
LV 921 894 888 913 963
LT 918 868 852 856 969
LU 830 856 839 934 975
HU 932 924 791 951 984
MT 944 884 822 895 972
NL 888 778 746 924 979
AT 846 779 701 933 988
PL 963 911 849 972 983
PT 989 975 890 986 986
RO 896 850 500 926 972
SI 994 981 968 992 1000
SK 964 917 820 974 981
FI 877 701 764 884 964
SE 885 735 732 921 963
UK 929 847 760 969 989
IS 974 913 767 940 990
NO 865 813 857 941 978
The figure is significantly different (plt005) compared to the EU28 resultq7cx1 - base respondents who have seen or heard about product recalls but took no
action N=11741
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 26
6 The impact of product recalls
61 Responses from manufacturerssellers
Note Due to the low overall sample available is it not possible to draw statistically robust comparisons for specific countries Therefore no country results are displayed for questions q13 and q15
62 Consumer satisfaction with the recall experience
q13 - How did the manufacturerseller respond to your contact about
the recall
They offered
to repair the
product
They offered
to replace
the product
They asked
me to throw
the product
away
They asked
me to return
the product
They offered
to reimburse
me
They offered
no
compensation
EU28 689 585 46 513 343 247
EU27_2019 655 616 53 503 380 223
North 607 587 79 544 361 294
South 618 609 71 413 283 262
East 594 746 122 720 398 296
West 734 556 25 531 362 232
q13 - base respondents who have seen or received notices about recalled products that they have
purchased and made contact right away N=1248
The figure is significantly different (plt005) compared to the EU28 result
q15 - How satisfied or dissatisfied are you with
the following aspects of the product recall
process
The time it
required
The ease of
the process
The
compensatio
nreimburse
ment if any
The assistance
received from the
manufacturer
seller in resolving
any issues if any
EU28 71 76 70 78
EU27_2019 72 77 74 79
North 68 74 69 77
South 75 78 73 80
East 69 73 75 76
West 69 76 69 78
The figure is significantly different (plt005) compared to the EU28 result
q15 - base respondents who have seen or received notices about recalled
products that they have purchased N=2393
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 27
63 Satisfaction with product recall information
It was clear
which specific
product was
recalled
It was clear
where the
product had
been sold
It was clear
what specific
danger was
posed by the
product
It was clear
who to contact
for more
information
It was clear what
procedure to
follow to return
replace or
dispose of the
product
It was clear what
procedure to follow
to receive a
reimbursement or
compensation
The
communication
was easy to
access and
visible
EU28 85 75 79 71 71 63 74
EU27_2019 84 76 79 70 71 63 74
North 86 73 81 69 68 60 72
South 85 75 80 71 69 62 74
East 86 78 82 69 73 65 72
West 85 74 78 72 72 64 75
BE 85 76 75 68 68 58 73
BG 83 75 80 64 60 55 78
CZ 84 78 85 72 76 66 75
DK 85 72 79 67 68 57 67
DE 84 73 77 69 70 62 76
EE 90 75 82 68 62 51 78
IE 87 76 80 75 77 69 75
EL 85 68 77 62 65 51 71
ES 82 76 80 66 62 54 69
FR 82 78 77 75 74 70 74
HR 81 79 79 74 75 74 76
IT 86 77 81 74 73 67 77
CY 84 79 73 62 58 54 72
LV 85 71 80 58 58 48 72
LT 81 73 77 62 60 50 73
LU 74 70 69 65 65 62 75
HU 90 82 86 76 76 72 79
MT 85 71 78 64 64 58 70
NL 86 79 79 72 72 65 75
AT 80 70 76 67 65 57 75
PL 83 75 78 62 70 59 62
PT 85 64 77 67 65 55 75
RO 90 80 84 75 74 68 80
SI 92 84 83 81 80 72 83
SK 93 79 88 70 74 65 79
FI 88 77 85 77 80 73 74
SE 87 70 80 67 63 56 72
UK 87 71 81 73 74 64 74
IS 91 76 83 72 65 60 69
NO 87 69 81 69 68 63 73
q7d - base respondents who have seen or heard about product recalls N=14093The figure is significantly different (plt005) compared to the EU28 result
q7d - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you remember seing or hearing in the past 2 years
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 28
64 Satisfaction with product recall information
Note Due to the low overall sample available is it not possible to draw statistically robust comparisons for specific countries Therefore no country results are displayed for question q16
q16 - Thinking about this product recall experience
which of the following statements apply to you
It increased
my confidence
in the
brandsellersh
op
I became more
distrustful of
the
brandsellersh
op
I started
paying more
attention to
information
about
product
recalls
EU28 544 301 635
EU27_2019 544 295 665
North 644 211 533
South 491 331 777
East 588 353 721
West 556 285 565
The figure is significantly different (plt005) compared to the EU28 result
q16 - base respondents who have seen or received notices about recalled
products that they have purchased N=2393
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 29
7 Vulnerable consumers
71 Awareness of rights and responsibilities
Consumersrsquo awareness of manufacturers being legally required to recall dangerous
products is associated most closely with their financial situation followed by
occupation and education
Consumersrsquo agreement with the statement that it is the responsibility of the
manufacturer to recall the product as soon as they know about the risks it poses is
associated most closely with their education level their age and with how many young
children they have
759 A 754 A 734 A 762 A 765 A 766 A 715 766 A 756 A
758 A 757 A 753 A 777 A 668 767 B 761 AB 740 A
781 BC 789 C 787 C 722 A 728 AB 702 A 707 A 740 AB
780 751 A 742 A 742 A 770 A 757 A 765 A
Retired
Online buying behaviour Children
q5_1 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q5_1 - Do you know if manufacturers are legally required to recall products that are dangerous to consumers - Yes I think they are
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
979 A 982 A 983 AB 984 B 972 A 978 AB 985 A 987 A 972
980 A 980 A 982 A 980 A 963 A 979 A 978 A 985 A
985 A 980 A 985 A 975 A 975 A 968 A 966 A 981 A
983 A 979 A 981 A 976 A 973 AB 983 AB 984 B
Retired
Online buying behaviour Children
q8b_1 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_1 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - It is the responsibility of the manufacturer to recall the product as soon as they know about the risks it poses
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 30
Consumersrsquo agreement with the statement that it is the responsibility of the seller to
inform consumers who purchased the product about the risk it poses is associated
most closely with their online buying behaviour their education level and their
occupation
Consumersrsquo agreement with the statement that consumers who learn about a recall
notice about a product they have purchased should act immediately is associated most
closely with their education level gender and financial status
884 A 883 A 891 A 885 A 882 A 866 A 909 A 898 A 867
870 AB 896 B 890 B 852 A 871 AB 881 A 884 A 885 A
876 ABC 894 BC 866 A 890 BC 845 AB 913 C 893 ABC 904 C
877 A 871 A 913 881 A 866 A 878 A 890 A
Retired
Online buying behaviour Children
q8b_2 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_2 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - It is the responsibility of the seller to inform consumers who purchased the product about the risks it poses
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
914 933 918 A 917 A 930 A 939 A 946 A 936 A 909
949 C 932 BC 926 B 895 A 918 ABC 919 A 929 A 920 A
923 A 917 A 920 A 926 A 927 A 919 A 946 A 926 A
926 A 918 A 929 A 908 A 914 AB 925 AB 937 B
Retired
Online buying behaviour Children
q8b_3 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_3 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - Consumers who learn about a recall notice about a product they have purchased should take action immediately
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 31
Consumersrsquo agreement with the statement that it is important for them to pay
attention to product recalls is associated most closely with their gender how many
young children they have and their age
72 Product registration
Consumersrsquo awareness that by registering a product they can be contacted directly in
case there is a problem with this product is associated most closely with their gender
their online buying behaviour and their education level
931 948 928 A 940 AB 939 A 958 B 943 AB 948 B 931 A
931 AB 938 AB 947 B 929 A 890 AB 941 A 941 A 936 A
932 A 943 A 946 A 942 A 932 A 938 A 927 A 931 A
939 A 935 A 948 A 926 A 934 A 930 A 956
Retired
Online buying behaviour Children
q8b_4 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_4 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - It is important for consumers to pay attention to product recalls
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
458 340 377 AB 418 C 413 BC 371 A 342 400 A 405 A
387 AB 389 A 390 A 434 B 413 AB 403 A 405 A 383 A
440 C 438 C 409 BC 381 AB 335 A 352 A 347 AB 385 AB
457 408 317 381 A 428 B 381 AB 410 AB
Retired
Online buying behaviour Children
q9a - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q9a - Did you know that by registering a product you can be contacted directly in case there is a problem with that product - Yes I did
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 32
Registering a product in order to be contacted in case of problems with a product is
associated most closely with consumersrsquo online buying behaviour their financial status
and their age
Consumersrsquo agreement with the statement that allowing the seller or manufacturer to
inform them about potential issues with the product is an important factor in their
decision to register a product is associated most closely with their financial status
710 A 716 A 721 AB 684 A 713 AB 774 B 746 A 705 A 714 A
815 B 709 A 701 A 709 A 768 AB 710 A 704 A 725 A
722 AB 729 AB 687 A 747 B 736 AB 697 AB 681 AB 721 AB
679 A 711 A 780 710 A 697 A 709 A 719 A
Retired
Online buying behaviour Children q9b - base EU28
respondents that know you
can be contacted in case
there is a problem with a
product after you registered
the product (N=8665)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q9b - And do you usually register the product so you can be contacted in case of problems with that product - Yes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
85 A 86 A 85 A 86 A 86 A 84 A 85 A 86 A 85 A
86 AB 84 A 86 AB 86 B 84 AB 85 A 86 A 86 A
85 A 86 A 85 A 87 A 83 A 84 A 85 A 87 A
86 A 86 A 85 A 85 A 84 A 86 A 86 A
2018
q10_3 - How important are the following factors in your decision to register your contact details when buying a product - Registration will
allow the seller or manufacturer to inform me about potential issues with the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_3 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 33
Consumersrsquo agreement with the statement that knowing that their data will not be
used for marketing purposes is an important factor in their decision to register a
product is associated most closely with their gender online buying behaviour and
education level
Consumersrsquo agreement with the statement that having trust in the brand or the seller
is an important factor in their decision to register a product is associated most closely
with their financial situation
83 87 85 AB 86 B 83 A 84 AB 81 A 86 B 84 AB
88 B 83 A 84 A 86 AB 83 AB 85 A 85 A 85 A
85 A 84 A 86 A 84 A 84 A 86 A 81 A 83 A
85 A 86 A 81 83 A 85 AB 83 A 86 B
2018
q10_4 - How important are the following factors in your decision to register your contact details when buying a product - I know my data
such as email address will not be used for marketing purposes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_4 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
80 A 81 A 81 A 82 A 80 A 79 A 82 A 81 A 80 A
81 AB 79 A 81 B 82 B 76 AB 80 A 81 A 80 A
80 A 82 A 81 A 80 A 77 A 81 A 77 A 82 A
81 A 81 A 78 A 81 A 79 A 80 A 81 A
2018
q10_5 - How important are the following factors in your decision to register your contact details when buying a product - I trust the brand or
seller
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_5 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 34
Consumersrsquo agreement with the statement that the product being expensive is an
important factor in their decision to register a product is associated most closely with
how many young children they have their financial situation and education level
73 Exposure to product recalls
Consumersrsquo exposure to product recall notices is associated most closely with their
online buying behaviour education level and occupation
69 A 70 A 71 A 68 A 69 A 69 A 70 AB 67 A 71 B
75 B 71 AB 68 A 69 A 66 AB 69 A 70 A 70 A
69 AB 70 AB 67 A 71 B 64 A 71 AB 70 AB 71 AB
69 A 70 A 69 A 69 A 71 AB 73 B 68 A
2018
q10_6 - How important are the following factors in your decision to register your contact details when buying a product - The product is
expensive
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_6 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
590 547 535 A 610 B 602 B 506 A 449 562 599
510 A 542 A 586 B 601 B 486 A 575 A 575 A 554 A
593 DE 602 DE 618 E 512 B 481 AB 520 ABC 446 A 564 CD
642 585 470 553 A 534 A 553 A 589
Retired
Online buying behaviour Children
q6 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q6 - Apart from the Ikea furniture and Samsung phone examples in the past 2 years have you seen or heard any other information notices
ads or announcements concerning the recall of a specific product - Yes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 35
Consumersrsquo exposure to product recalls for products they had purchased themselves is
associated most closely with their online buying behaviour gender and education
level
Consumersrsquo likelihood to have seen or heard information about product recalls in the
last 2 years is associated most closely with their gender age and education level
144 107 116 AB 142 C 135 BC 88 A 79 131 A 126 A
108 AB 121 ABC 122 B 147 C 84 A 133 B 128 AB 112 A
139 B 135 AB 135 B 96 A 95 AB 107 AB 92 A 129 AB
146 A 133 A 81 111 A 132 AB 123 AB 135 B
Retired
Online buying behaviour Children
q11 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q11 - In the last 2 years have you seen or received any notice or request to return a product you had purchased yourself - Yes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
846 741 727 822 A 819 A 802 A 743 800 A 796 A
730 A 776 AB 802 BC 824 C 753 ABC 819 B 778 A 792 AB
786 AB 788 AB 820 B 779 A 747 A 782 AB 788 AB 784 AB
811 B 781 A 796 AB 791 AB 750 A 778 AB 810 B
Retired
Online buying behaviour Childrenq7a_1 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7a_1 - In the last 2 years for which of the following product categories did you see or hear information about product recalls - Cars or other
motor vehicles
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 36
Consumersrsquo preference of receiving information about recalls of products they have
purchased via traditional press or media is associated most closely with their financial
status gender and age
Consumersrsquo preference of receiving information about recalls of products they have
purchased via online media is associated most closely with their age online buying
behaviour and with how many young children they have
809 842 787 839 A 838 A 842 A 786 A 839 820 A
798 A 841 B 840 B 780 A 755 A 831 A 822 A 823 A
814 ABC 808 ABC 843 D 815 BC 764 A 846 CD 772 AB 842 CD
801 831 A 842 A 828 A 816 A 816 A 828 A
Retired
Online buying behaviour Children
q18_1 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q18_1 - How would you prefer to receive information about recalls of products you have purchased - Traditional press or media
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
630 A 624 A 728 645 600 508 622 AB 640 B 615 A
597 A 635 A 632 A 615 A 602 A 623 A 635 A 620 A
629 ABC 656 C 646 C 643 BC 649 ABC 595 AB 643 ABC 587 A
686 654 532 627 A 672 B 642 AB 616 A
Retired
Online buying behaviour Children
q18_2 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q18_2 - How would you prefer to receive information about recalls of products you have purchased - Online media
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 37
Consumersrsquo preference to receive information about recalls of products they have
purchased directly is associated most closely with their online buying behaviour
gender and occupation
74 Consumer responses to product recalls
Consumersrsquo likelihood to check if a recall notice concerned a product they owned is
associated most closely with their online buying behaviour financial situation and
occupation
850 832 854 A 849 A 837 A 815 A 841 A 839 A 842 A
844 A 844 A 839 A 843 A 783 A 844 A 844 A 833 A
838 AB 871 B 846 AB 822 A 832 AB 838 AB 805 A 841 AB
877 835 A 813 A 835 A 809 A 843 A 848 A
Retired
Online buying behaviour Children
q18_6 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q18_6 - How would you prefer to receive information about recalls of products you have purchased - Directly
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
778 A 771 A 781 A 779 A 760 A 772 A 735 A 785 A 771 A
706 A 763 AB 792 C 771 BC 695 AB 780 A 772 A 771 A
768 AB 803 BC 817 C 723 A 717 A 760 ABC 774 ABC 742 A
812 765 A 735 A 760 A 782 A 798 A 776 A
2018
q7crow1_1 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You checked to see if it concerned a product you owned
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow1_1 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 38
Consumersrsquo likelihood to take no action even though they owned a recalled product is
associated most closely with their education level gender and financial status
Consumersrsquo likelihood to follow the instructions of the recall notice to send back the
product or contact the manufacturer or the seller is associated most closely with the
degree of urbanisation and their occupation
166 117 219 B 136 AB 122 AB 104 A 283 119 A 140 A
154 AB 163 B 138 B 130 B 56 A 136 A 142 A 145 A
136 ABC 131 ABC 111 AB 157 ABC 134 ABC 235 C 75 A 185 BC
136 A 141 A 152 A 132 A 113 A 140 A 154 A
2018
q7crow3_3 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You took no action even though you owned the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow3_3 - base EU28
respondents who have seen
or heard about product
recalls (N=2631)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
774 A 742 A 751 A 746 A 773 A 777 A 761 A 759 A 756 A
759 A 774 A 740 A 797 A 650 A 790 B 763 AB 719 A
796 A 835 A 770 A 735 A 651 A 743 A 651 A 703 A
770 A 760 A 730 A 721 A 797 A 742 A 780 A
2018
q7crow4_4 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You owned the product and followed the instructions of the recall notice to send back the product or
contact the manufacturerseller
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow4_4 - base EU28
respondents who have seen
or heard about product
recalls (N=2174)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 39
Consumersrsquo likelihood to tell other people about a product recall is associated most
closely with their financial status gender and age
75 Drivers of consumer actions
Consumersrsquo agreement with the statement that they would have taken action if the
potential danger was more clearly communicated and seemed serious is associated
most closely with how many young children they have and with their occupation
601 631 654 B 597 A 594 A 626 AB 636 AB 646 B 591 A
641 BC 676 C 622 B 524 A 551 AB 605 A 627 A 612 A
593 AB 639 AB 639 B 644 B 561 AB 548 A 604 AB 585 AB
619 AB 601 A 642 B 600 AB 588 AB 589 A 640 B
2018
q7crow5_5 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You told other people about it
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow5_5 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
894 A 906 A 884 A 901 A 904 A 917 A 915 A 912 A 891 A
920 A 902 A 903 A 890 A 862 A 908 A 901 A 892 A
876 A 915 AB 892 A 927 B 894 AB 924 AB 945 B 898 AB
901 A 895 A 912 A 911 AB 928 B 875 A 892 AB
Retired
Online buying behaviour Children q7cx1_1 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_1 - What would have made you take some action - If the potential danger was more clearly communicated and seemed serious
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 40
Consumersrsquo agreement with the statement that they would have taken action if the
specific action to take was more clearly communicated is associated most closely with
their financial status online buying behaviour and occupation
Consumersrsquo agreement with the statement that they would have taken action if the
product was expensive or valuable is associated most closely with their education
level age and financial status
836 A 852 A 832 AB 831 A 851 AB 883 B 849 A 858 A 834 A
866 AB 870 B 845 AB 812 A 761 A 841 A 834 A 857 A
841 AB 869 AB 838 AB 877 B 819 AB 862 AB 833 AB 822 A
842 AB 834 A 872 B 854 A 803 A 824 A 850 A
Retired
Online buying behaviour Children q7cx1_2 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_2 - What would have made you take some action - If the specific action to take was more clearly communicated
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
733 A 744 A 788 B 713 A 736 AB 724 AB 810 A 760 A 715
771 AB 773 B 733 A 701 A 713 AB 748 A 737 A 732 A
726 A 727 A 727 A 745 A 770 A 755 A 778 A 755 A
756 A 724 A 742 A 727 A 731 A 729 A 751 A
Retired
Online buying behaviour Children q7cx1_3 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_3 - What would have made you take some action - If the product was expensivevaluable
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 41
Consumersrsquo agreement with the statement that they would have taken action if they
knew someone who owned the product is associated most closely with their online
buying behaviour gender and occupation
Consumersrsquo agreement with the statement that they would have taken action if they
owned the product themselves is associated most closely with their financial status
their online buying behaviour and occupation
916 936 929 A 923 A 917 A 935 A 905 A 918 A 934 A
932 AB 923 AB 931 AB 910 A 955 B 918 A 931 A 927 A
928 AB 898 A 941 B 943 B 904 AB 882 AB 954 B 910 AB
951 911 A 917 A 915 A 894 A 920 A 938 A
Retired
Online buying behaviour Children q7cx1_4 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_4 - What would have made you take some action - If I knew someone who owned the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
976 A 983 A 983 A 979 A 974 A 980 A 981 A 983 A 977 A
989 BC 976 A 982 AB 973 A 995 C 980 A 979 A 979 A
975 AB 986 B 985 B 960 A 971 AB 981 AB 990 B 981 AB
986 B 973 A 981 AB 981 A 968 A 980 A 980 A
Retired
Online buying behaviour Children q7cx1_5 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10507)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_5 - What would have made you take some action - If I owned the product myself
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 42
Consumersrsquo agreement with the statement that it was clear which specific product was
recalled is associated most closely with their online buying behaviour
Consumersrsquo agreement with the statement that it was clear where the product has
been sold is associated most closely with their financial status and occupation
85 A 85 A 85 A 85 A 85 A 84 A 83 A 85 A 85 A
83 A 84 A 85 A 85 A 83 A 84 A 85 A 85 A
84 A 85 A 85 A 85 A 85 A 84 A 84 A 85 A
86 A 85 A 83 84 A 84 A 85 A 86 A
Retired
Online buying behaviour Childrenq7d_1 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_1 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear which specific product was recalled
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
74 A 75 A 76 A 75 A 74 A 73 A 73 A 76 A 74 A
73 A 73 A 75 AB 77 B 72 AB 75 A 75 A 74 A
74 A 73 A 75 AB 77 B 73 AB 72 A 74 AB 76 AB
74 A 75 A 75 A 74 A 74 A 75 A 75 A
Retired
Online buying behaviour Childrenq7d_2 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_2 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear where the product had been sold
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 43
Consumersrsquo agreement with the statement that it was clear what specific danger was
posed by the product is associated most closely with their age occupation and online
buying behaviour
Consumersrsquo agreement with the statement that it was clear who to contact for more
information is associated most closely with their online buying behaviour financial
status and with how many young children they have
79 A 80 A 79 AB 78 A 79 A 83 B 78 A 80 A 79 A
77 A 78 A 80 A 80 A 78 A 79 A 79 A 80 A
80 BC 77 A 80 BC 81 BC 78 ABC 80 ABC 83 C 78 AB
79 AB 80 B 78 A 78 A 79 A 80 A 80 A
Retired
Online buying behaviour Childrenq7d_3 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_3 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what specific danger was posed by the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
71 A 70 A 70 A 71 A 70 A 72 A 70 A 71 A 71 A
70 AB 69 A 71 AB 73 B 70 AB 71 A 71 A 71 A
71 AB 70 AB 70 A 73 B 68 AB 72 AB 72 AB 71 AB
72 B 71 AB 69 A 69 A 71 AB 73 B 72 B
Retired
Online buying behaviour Childrenq7d_4 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_4 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear who to contact for more information
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 44
Consumersrsquo agreement with the statement that it was clear what procedure to follow
to return replace or dispose of the product is associated most closely with their online
buying behaviour financial status and education level
Consumersrsquo agreement with the statement that it was clear what procedure to follow
to receive a reimbursement or compensation is associated most closely with their age
online buying behaviour and with how many young children they have
71 A 71 A 69 A 72 B 71 AB 72 AB 71 AB 73 B 70 A
68 A 70 A 71 A 74 B 70 AB 72 A 71 A 71 A
70 A 71 A 71 A 72 A 68 A 74 A 70 A 72 A
73 71 A 69 A 69 A 72 AB 71 AB 72 B
Retired
Online buying behaviour Childrenq7d_5 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_5 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what procedure to follow to return replace or dispose of the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
63 A 64 A 61 A 64 BC 62 AB 67 C 64 AB 65 B 62 A
62 AB 63 AB 64 AB 65 B 56 A 64 AB 64 B 62 A
62 A 62 A 63 A 67 B 63 AB 65 AB 69 B 64 AB
65 A 64 A 61 61 66 A 64 A 65 A
Retired
Online buying behaviour Childrenq7d_6 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_6 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what procedure to follow to receive a reimbursement or compensation
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 45
Consumersrsquo agreement with the statement that the communication was easy to access
and visible is associated most closely with their financial status gender and with how
many young children they have
Consumersrsquo agreement with the statement that minimum effort required on their part
is an important factor in their decision to register when buying a product is associated
most closely with their education level occupation and financial status
73 75 73 A 74 A 76 A 74 A 75 A 75 A 73 A
73 AB 72 A 75 B 77 66 A 74 A 75 A 74 A
74 A 73 A 75 A 75 A 74 A 72 A 73 A 73 A
75 A 74 A 73 A 73 A 75 AB 74 AB 75 B
Retired
Online buying behaviour Childrenq7d_7 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_7 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - The communication was easy to access and visible
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
75 A 77 A 78 B 76 AB 74 AB 73 A 81 75 A 75 A
79 BC 75 ABC 75 AB 78 C 68 A 76 A 75 A 76 A
73 B 75 BC 77 BC 76 BC 65 A 76 BC 71 ABC 78 C
77 A 75 A 74 A 75 A 75 A 74 A 77 A
Retired
Online buying behaviour Children q10_1 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q10_1 - How important are the following factors in your decision to register your contact details when buying a product - There is minimum
effort required on my part
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 46
Consumersrsquo agreement with the statement that receiving an incentive such as a
voucher discount or gift is an important factor in their decision to register when
buying a product is associated most closely with their financial status education level
and age
55 A 57 A 61 56 A 53 A 51 A 63 54 A 57 A
65 B 59 B 55 A 53 A 47 A 56 A 57 A 56 A
54 A 56 A 53 A 61 B 56 AB 58 AB 59 AB 58 AB
55 A 57 A 57 A 56 A 60 A 55 A 56 A
2018
q10_2 - How important are the following factors in your decision to register your contact details when buying a product - I receive an
incentive such as a voucher discount or gift
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_2 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
This Annex was produced under the EU Consumer Programme (2014-2020) in the frame of a service contract with the Consumers Health Agriculture and Food Executive Agency (Chafea)
acting under the mandate from the European Commission
The content of this report represents the views of the contractor and is its sole responsibility it
can in no way be taken to reflect the views of the European Commission andor Chafea or other body of the European Union
The European Commission andor Chafea do not guarantee the accuracy of the data included in this report nor do they accept responsibility for any use made by third parties thereof
More information on the European Union is available on the Internet (httpeuropaeu)
More information on the European Union is available on the Internet (httpeuropaeu)
Luxembourg Publications Office of the European Union 2019
Project number 20191555
Title - Survey on consumer behavior and product recalls effectiveness ndash Annex to Main Report
Language version
SupportVolume Catalogue number ISBN DOI
EN PDF PDFVolume_01
EB-04-19-249-EN-N 978-92-9478-093-5 102818646367
copy European Union 2019
Reproduction is authorised provided the source is acknowledged
Europe Direct is a service to help you find answers
to your questions about the European Union
Freephone number ()
00 800 6 7 8 9 10 11
() The information given is free as are most calls (though some operators phone boxes or hotels may charge
you)
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 5
TABLE OF CONTENTS
1 INTRODUCTION 6
Breakdown by region and country (Sections 1-5) 6
Breakdown by sociodemographic variable (Section 6) 8
2 AWARENESS OF RIGHTS AND RESPONSIBILITIES 10
21 General awareness 10
22 Awareness by product category 11
23 Assigning responsibility 12
3 PRODUCT REGISTRATION 13
31 General awareness 13
32 Consumer behaviour 14
33 Drivers of consumer behaviour 16
4 EXPOSURE TO PRODUCT RECALLS 17
41 Overall exposure and exposure for products owned 17
42 Exposure by product category 18
43 Online versus offline purchases 19
44 Exposure by communication channel 20
45 Preferred communication channels 21
5 CONSUMER RESPONSES TO PRODUCT RECALLS 22
51 Responses to general product recall information 22
52 Responses to product recalls for products owned 22
53 Drivers of consumer actions ndash hypothetical scenario 23
54 Drivers of consumer actions ndash real scenario 25
6 THE IMPACT OF PRODUCT RECALLS 26
61 Responses from manufacturerssellers 26
62 Consumer satisfaction with the recall experience 26
63 Satisfaction with product recall information 27
64 Satisfaction with product recall information 28
7 VULNERABLE CONSUMERS 29
71 Awareness of rights and responsibilities 29
72 Product registration 31
73 Exposure to product recalls 34
74 Consumer responses to product recalls 37
75 Drivers of consumer actions 39
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 6
1 Introduction
This Annex completes the Final Report of the Survey on Consumer Behaviour and
Product Recall Effectiveness with further references and extended data breakdowns
The first six sections contain breakdowns for all questions asked in the survey (and for
which the sample size allows for statistically robust comparisons) by region and
country The last section contains breakdowns by sociodemographic characteristics of
the respondents for a selection of the most relevant questions
The visuals and results presented in this Annex follow the structure and flow of the
Final Report detailing the perceptions and experiences of European consumers in the
following areas
bull Section 1 Awareness ndash Are consumers aware in general of their rights and
manufacturersrsquosellers responsibilities What drives consumer awareness
bull Section 2 Product registration ndash Are consumers aware of the benefits of
product registration Do they register products after purchasing them and what
motivates them to do so
bull Section 3 Exposure to recalls ndash What proportion of consumers exposed to
product recall information Is exposure relevant for consumers and does it
differ per sector How can product recall information reach consumers more
effectively
bull Section 4 Consumer reponses ndash How do consumers react to product recall
information What drives consumer behaviour and consumer inaction
bull Section 5 Impact of recalls ndash How satisfied are consumers with product
recall information What can be improved to engage consumers and improve
the effectiveness of product recalls
These sections correspond to the five stages we have identified as part of the
consumer journey with product recalls as presented in the visual below1
Breakdown by region and country (Sections 1-5)
Data breakdowns in this Annex are presented consistently for each question asked in
the survey for the following categories
bull EU28 ndash all 28 Member States of the European Union
1 Reporting will focus on key results at EU28 level per region (North West East South) and per country where relevant
Awareness of rights and
responsibilities
Impact of product recalls
Consumer responses
Exposure to product
recalls
Product registration1
2
3
4
5
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 7
bull EU27_2019 ndash all 27 Member States of the European Union excluding the
United Kingdom
bull Region ndash North South East and West (see the table below for a breakdown)
bull Country ndash all 30 countries surveyed
The table below presents an overview of the distribution of all surveyed countries
included in the visuals by region including the respective abbreviations used for each
surveyed country
Each visual contains breakdowns of multiple question items Each question item is
represented by a single column with the highest and lowest three results within the 30
Country EU27_2019 EU28 Region North
Region East
Region South
Region West
AT Austria X X X
BE Belgium X X X
BG Bulgaria X X X
CY Cyprus X X X
CZ Czech Republic X X X
DE Germany X X X
DK Denmark X X X
EE Estonia X X X
EL Greece X X X
ES Spain X X X
FI Finland X X X
FR France X X X
HU Hungary X X X
HR Croatia X X X
IE Ireland X X X
IT Italy X X X
LT Lithuania X X X
LU Luxembourg X X X
LV Latvia X X X
MT Malta X X X
NL Netherlands X X X
PL Poland X X X
PT Portugal X X X
RO Romania X X X
SE Sweden X X X
SI Slovenia X X X
SK Slovakia X X X
UK United Kingdom X
NO Norway
IS Iceland
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 8
surveyed countries indicated by colour highlights green for the top three and blue for
the bottom three2
The visuals contain averages for each of the categories shown above which are
presented as proportions (eg 305) for binary variables or as averages (eg 75)
for scale variables Results presented in the visuals have been tested against the EU28
average to determine whether they differ statistically on the 05 significance level If
the difference is significant a star symbol () appears after the figure3
Breakdown by sociodemographic variable (Section 6)
The last section of the Annex presents a selection of visuals containing the results of a
multivariate analysis It was conducted to investigate the link between key
sociodemographic factors and consumer experiences and perceptions of product
recalls at different stages of the recall process It is structured along the five stages of
the consumer product recall journey and presents a breakdown based on the following
sociodemographic characteristics
bull Gender (male female)
bull Age (18-34 34-54 55-64 65+)
bull Level of education (low medium high ndash based on the ISCED classification)
bull Financial situation (very difficult fairly difficult fairly easy very easy)
bull Urbanisation (rural area small town large town)
bull Employment status (eight categories)4
bull Online buying behaviour (frequent occasional do not buy online)
bull Having children (no children younger than four four to 12 years older than
12)
The multivariate analysis uses various regression models to estimate differences
between the categories or levels of sociodemographic variables on key questions
It explores the relationship between a specific independent variable (eg age) and a
dependent variable (eg awareness of product recalls) while considering the effects
of other independent variables (eg gender education etc) This type of analysis is
considered more appropriate when exploring the impact of socio-demographic
variables due to the potential overlap (correlations) between different socio-
demographic factors which need to be considered when measuring the extent to which
one of these factors affects the dependent variables In all models a control variable
on the region of residence of the person interviewed (North South East and West)
has been included The following regression models are used for the analysis of the
different dependent variables
bull Logit models when the dependent variable is binary (ie it takes only two
possible values 0 and 1 eg trust in product safety trust in environmental
claims)
2 Please note that belonging to the top three countries (highest figures) for a certain question does not always indicate a positive result and vice versa As such each question should be interpreted separately based on its framing and content
3 It should be noted that the top and bottom three figures do not always differ statistically from the EU28 average This is reflected in the presence or absence of the star symbol () after the figure
4 Self-employed manager other white collar blue collar student unemployed seeking a job retired
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 9
bull Poisson models for dependent variables that can be thought of as a count
variable (eg knowledge of consumer rights trust in organisations)
bull Linear models when the dependent variable is assumed to be numerical and
linear (eg problems and complaints)
Each visual contains results from one question or question item The values shown in
the tables of the sociodemographic analysis are based on model estimates5
Statistically significant differences between categories or levels of a socio-demographic
variable are indicated with letters (eg A B) next to each figure The categories of a
socio-demographic variable are statistically significant different from each other
except when the categories share the same letter If two groups contain different
letters (eg A and B) or no letters at all this indicates that the results for these
groups are statistically different When a category is associated with a blank it is
statistically significant different from all the other categories Differences and
equalities for socio-demographic results are only considered within each
sociodemographic variable (eg 18-34 years old vs 35-54 years old) and not between
sociodemographic variables (eg 18-34 yearsrsquo old vs women)
In addition to differences across sociodemographic subgroups for each variable the
three sociodemographic characteristics most closely linked to the reported question
(eg awareness of product recalls) are reported below each visual They are reported
in order of the magnitude of the link starting with the strongest link
5 Model estimates are calculated using the margins function in Stata A margin is a statistic based on a fitted model calculated over a dataset in which some of or all the covariates are fixed at values different from what they really are In the models estimated for this report the margins function calculates the predicted means for the different values of a socio-demographic variable (eg age) while all the other covariates (including the other socio-demographic variables) are hold fixed In practice the estimated value of a dependant variable Y (eg the of persons who are aware of manufacturersrsquo legal responsibility to recall dangerous products) for the male category is obtained under the hypothesis that all the persons interviewed are males while their remaining sociodemographic characteristics (used in the model as regressors) corresponds to the categories observed in the sample In addition a pwcompare (group effects) option was added to the function to perform pairwise comparisons between all levels of a socio-demographic variable based on the estimated models These comparisons provided information to determine the variables with the closest link with the respective dependent variable
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 10
2 Awareness of rights and responsibilities
21 General awareness
Yes I think
they are
No I think
they are notI donrsquot know
EU28 755 114 131
EU27_2019 754 115 131
North 732 96 171
South 691 123 186
East 772 70 158
West 785 128 87
BE 733 140 126
BG 531 63 405
CZ 855 71 74
DK 655 160 185
DE 836 102 62
EE 905 10 85
IE 822 83 96
EL 705 27 268
ES 546 142 312
FR 740 188 72
HR 630 299 71
IT 804 135 61
CY 718 37 245
LV 761 28 210
LT 802 57 140
LU 799 102 100
HU 975 15 10
MT 579 90 331
NL 791 120 89
AT 805 110 85
PL 820 57 123
PT 650 73 277
RO 633 90 277
SI 931 09 60
SK 764 47 189
FI 840 54 106
SE 668 119 213
UK 765 107 128
IS 675 103 223
NO 761 108 131
The figure is significantly different (plt005) compared to the EU28 resultq5 - base all respondents N=25541
q5 - Do you know if manufacturers are legally required to recall products that are dangerous to consumers
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 11
22 Awareness by product category
q4 - Which of the following products do you believe can be subject to product recalls
Cars or other
motor vehicles
Home electrical
appliances such
as washing
machines water
boilers and
cookers
Electronic products
such as computers
mobile phones and
accessories such as
chargers
Products for
children such
as toys or
childcare
products
Cosmetics Any type of
product
EU28 864 857 877 913 735 640
EU27_2019 853 843 873 908 738 635
North 875 881 899 919 715 636
South 869 849 896 906 713 556
East 734 766 767 857 744 664
West 910 893 908 936 744 675
BE 906 838 859 916 722 740
BG 698 803 764 866 787 690
CZ 735 785 790 964 823 654
DK 919 792 854 935 749 557
DE 913 930 928 952 784 710
EE 904 939 948 834 619 759
IE 931 932 920 907 687 681
EL 880 889 869 938 865 815
ES 944 918 935 890 684 489
FR 864 794 887 913 737 601
HR 799 795 894 847 699 565
IT 817 793 878 927 709 532
CY 738 880 861 927 785 761
LV 748 806 823 822 641 636
LT 682 841 838 778 535 491
LU 845 861 874 872 655 685
HU 849 857 836 936 765 716
MT 836 827 805 890 768 760
NL 933 897 923 950 709 704
AT 923 887 896 939 785 748
PL 635 655 652 817 746 655
PT 847 825 867 814 701 701
RO 846 881 878 793 610 620
SI 951 938 927 954 885 917
SK 720 796 845 980 933 759
FI 902 975 982 966 814 749
SE 913 897 904 955 719 644
UK 944 953 906 942 712 674
IS 950 888 927 965 787 852
NO 935 857 874 933 682 650
q4 - base all respondents N=25541The figure is significantly different (plt005) compared to the EU28 result
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 12
23 Assigning responsibility
It is the
responsibility of
the
manufacturer
to recall the
product as soon
as they know
about the risks
it poses
It is the
responsibility of
the seller to
inform
consumers who
purchased the
product about
the risks it
poses
Consumers
who learn
about a recall
notice about a
product they
have purchased
should take
action
immediately
It is important
for consumers
to pay attention
to product
recalls
EU28 980 883 923 939
EU27_2019 980 879 919 938
North 983 908 889 936
South 980 902 944 947
East 986 869 932 950
West 978 875 912 930
BE 989 929 859 962
BG 978 858 924 949
CZ 991 942 931 950
DK 991 908 897 927
DE 987 858 924 928
EE 984 900 922 961
IE 990 933 964 951
EL 993 944 984 991
ES 987 972 985 957
FR 952 848 904 915
HR 930 871 893 910
IT 970 830 900 925
CY 995 943 989 994
LV 977 912 909 965
LT 983 907 919 976
LU 985 959 943 969
HU 997 858 943 959
MT 989 955 987 981
NL 982 891 757 930
AT 997 851 928 942
PL 986 806 948 937
PT 992 968 981 983
RO 993 931 969 977
SI 996 933 813 962
SK 979 965 757 955
FI 967 947 904 939
SE 988 888 859 918
UK 986 909 947 939
IS 998 959 946 982
NO 987 874 907 925
q8b - base all respondents N=25541
The figure is significantly different (plt005) compared to the EU28 result
q8b - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about product recalls
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 13
3 Product registration
31 General awareness
Yes I did No I didnrsquot
know
EU28 397 603
EU27_2019 385 615
North 304 696
South 369 631
East 334 666
West 445 555
BE 362 638
BG 279 721
CZ 350 650
DK 241 759
DE 405 595
EE 261 739
IE 444 556
EL 281 719
ES 277 723
FR 503 497
HR 454 546
IT 455 545
CY 236 764
LV 252 748
LT 292 708
LU 392 608
HU 418 582
MT 274 726
NL 379 621
AT 392 608
PL 289 711
PT 378 622
RO 348 652
SI 398 602
SK 375 625
FI 353 647
SE 333 667
UK 481 519
IS 229 771
NO 336 664
The figure is significantly different (plt005) compared to the EU28 result
q9a - base all respondents N=25541
q9a - Did you know that by registering a product you can be contacted directly in case there is a problem with that product
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 14
32 Consumer behaviour
Yes Sometimes No
EU28 401 286 313
EU27_2019 377 291 332
North 394 263 343
South 358 281 361
East 453 226 320
West 404 308 288
BE 420 264 315
BG 449 99 452
CZ 437 266 296
DK 442 207 352
DE 307 373 319
EE 327 337 335
IE 532 251 217
EL 492 307 201
ES 355 293 351
FR 377 298 325
HR 425 191 383
IT 339 278 383
CY 275 215 510
LV 346 191 464
LT 448 211 341
LU 198 282 520
HU 483 120 397
MT 476 135 389
NL 420 289 291
AT 341 305 354
PL 340 347 312
PT 406 248 346
RO 652 111 238
SI 397 152 451
SK 425 288 287
FI 316 417 267
SE 420 211 369
UK 536 258 205
IS 366 136 499
NO 471 206 323
The figure is significantly different (plt005) compared to the EU28 result
q9b - base consumers who know they can be contacted in case there is a problem
with a product after you registered the product N=9128
q9b - And do you usually register the product so you can be contacted in case of problems with that product
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 15
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 16
33 Drivers of consumer behaviour
Note for the following countries the base size is smaller than 100 LU CY EE LV LT MT and IS For these countries no robust comparisons can be made regarding q10
q10 - How important are the following factors in your decision to register your contact
details when buying a product
There is
minimum effort
required on my
part
I receive an
incentive such
as a voucher
discount or
gift
Registration will
allow the seller or
manufacturer to
inform me about
potential issues with
the product
I know my data
such as email
address will not
be used for
marketing
purposes
I trust the
brand or seller
The product is
expensive
EU28 76 56 86 85 81 69
EU27_2019 75 57 85 86 81 68
North 75 47 84 80 79 70
South 75 65 88 87 83 70
East 74 60 86 83 81 70
West 77 52 84 85 80 68
BE 68 55 84 79 78 66
BG 78 63 84 75 76 77
CZ 66 51 83 75 78 72
DK 72 38 83 79 80 64
DE 77 38 82 91 82 55
EE 73 59 87 84 77 78
IE 79 56 87 83 79 75
EL 78 61 89 83 74 75
ES 81 59 90 91 85 67
FR 76 71 86 86 81 76
HR 79 77 86 83 84 80
IT 70 67 87 85 83 71
CY 83 60 91 87 79 89
LV 72 69 82 74 76 77
LT 75 67 86 74 70 84
LU 75 66 79 80 76 63
HU 77 58 91 82 83 75
MT 82 58 88 88 88 63
NL 70 52 81 82 77 66
AT 77 47 82 88 83 53
PL 68 57 81 85 79 71
PT 77 68 90 87 83 74
RO 82 66 94 87 86 63
SI 77 65 89 71 82 75
SK 68 56 86 78 80 71
FI 79 44 85 85 83 68
SE 73 44 82 77 78 68
UK 79 50 86 79 78 76
IS 76 34 87 81 79 77
NO 68 43 81 79 73 68
q10 - base respondents who have registered a product so that they can be contacted in case there is a problem
with the product N=6175
The figure is significantly different (plt005) compared to the EU28 result
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 17
4 Exposure to product recalls
41 Overall exposure and exposure for products owned
Yes No Yes No
EU28 565 435 124 876
EU27_2019 543 457 119 881
North 606 394 84 916
South 456 544 130 870
East 463 537 54 946
West 657 343 152 848
BE 618 382 115 885
BG 222 778 29 971
CZ 613 387 45 955
DK 675 325 124 876
DE 676 324 166 834
EE 560 440 54 946
IE 707 293 167 833
EL 465 535 69 931
ES 313 687 91 909
FR 555 445 143 857
HR 505 495 157 843
IT 573 427 186 814
CY 261 739 15 985
LV 398 602 38 962
LT 380 620 32 968
LU 371 629 111 889
HU 486 514 60 940
MT 334 666 40 960
NL 692 308 103 897
AT 718 282 178 822
PL 434 566 56 944
PT 409 591 51 949
RO 447 553 45 955
SI 746 254 47 953
SK 572 428 35 965
FI 802 198 112 888
SE 569 431 74 926
UK 721 279 156 844
IS 648 352 79 921
NO 607 393 83 917
q6 amp q11 - base all respondents N=25541
The figure is significantly different (plt005) compared to the EU28 result
q6 - Apart from [two real-life examples of recalls] in the past 2 years have you seen or heard any other information notices ads or announcements concerning the recall of a specific product
q11 - In the last two years have you seen or received any notice or request to return a product you had purchased yourself
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 18
42 Exposure by product category
q7a - In the last 2 years for which of the following product categories did you see or
hear information about product recalls
Cars or other
motor vehicles
Home electrical
appliances such
as washing
machines water
boilers and
cookers
Electronic products
such as computers
mobile phones and
accessories such as
chargers
Products for
children Cosmetics Other
EU28 788 334 553 605 225 309
EU27_2019 777 274 547 616 247 313
North 732 272 589 692 148 259
South 788 226 558 570 276 204
East 667 212 506 669 283 339
West 827 412 560 591 198 342
BE 870 191 641 611 147 352
BG 624 144 362 530 229 120
CZ 610 173 445 894 241 257
DK 808 190 649 796 165 233
DE 878 266 492 551 211 359
EE 769 119 308 481 65 125
IE 845 427 650 570 164 416
EL 790 228 645 588 326 199
ES 889 130 445 656 350 53
FR 706 452 613 682 319 366
HR 730 374 611 717 424 229
IT 739 271 611 552 254 268
CY 474 198 197 494 138 118
LV 748 205 361 474 123 159
LT 644 418 644 561 172 216
LU 702 228 520 485 125 415
HU 739 246 450 639 163 239
MT 623 125 312 456 123 317
NL 788 256 595 751 173 410
AT 906 291 505 508 163 308
PL 583 161 503 643 322 443
PT 875 185 429 410 160 195
RO 891 332 657 546 235 289
SI 682 153 369 591 101 706
SK 459 130 380 805 506 263
FI 656 356 678 791 186 333
SE 750 263 535 626 118 259
UK 847 652 583 542 108 284
IS 869 96 526 799 117 202
NO 779 263 479 461 100 264
q7a - base respondents who have seen or heard about product recalls N=14093The figure is significantly different (plt005) compared to the EU28 result
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 19
Note Due to the low overall sample available is it not possible to draw statistically robust comparisons for specific countries Therefore no country results are displayed for questions q12a and q12b
43 Online versus offline purchases
q12a - Which product category did the recalled product belong to [this question refers
to general notices about product recalls]
Cars or other
motor
vehicles
Home electrical
appliances such
as washing
machines
water boilers
and cookers
Electronic
products such
as computers
tablets and
mobile phones
Electronic
product
accessories
such as
chargers and
adapters
Products for
childrenCosmetics Other
EU28 465 113 151 81 44 43 104
EU27_2019 436 100 167 84 50 49 114
North 352 116 165 115 93 11 148
South 404 97 161 133 40 56 109
East 238 118 227 89 108 69 151
West 530 119 135 54 34 35 93
q12a - base respondents who have seen or received notices about recalled products that they have
purchased N=2393
The figure is significantly different (plt005) compared to the EU28 result
q12b - Did you purchase the product
online or offline
Online Offline Donrsquot know
EU28 186 801 13
EU27_2019 191 798 12
North 154 782 64
South 144 850 06
East 260 726 15
West 197 791 12
q12b - base respondents who have seen or received notices about
recalled products that they have purchased N=2393
The figure is significantly different (plt005) compared to the EU28 result
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 20
44 Exposure by communication channel
q7b - How did you seehear about product recalls
Traditional
press or
media (eg
newspapers
television
radio etc)
Online media
A consumer
association or
a dedicated
information
service
platform
A physical
store
The sellerrsquos
or
manufacturer
rsquos website
A friend or
acquaintanceDonrsquot know
EU28 798 536 191 238 184 293 08
EU27_2019 796 537 194 221 183 305 07
North 797 507 111 139 146 183 11
South 772 540 210 171 172 377 06
East 754 608 151 128 218 303 07
West 819 519 202 301 183 270 08
BE 866 481 184 176 143 214 11
BG 673 391 32 55 112 189 18
CZ 848 612 210 116 245 303 02
DK 846 645 222 106 134 247 12
DE 868 507 162 307 136 254 06
EE 663 481 42 145 89 124 00
IE 808 580 195 320 208 270 16
EL 680 691 179 103 133 305 14
ES 883 520 171 140 111 345 04
FR 731 508 295 294 265 410 03
HR 602 384 274 199 320 513 00
IT 731 543 239 208 217 427 05
CY 567 344 22 35 144 199 00
LV 600 662 56 73 116 155 09
LT 659 702 154 170 227 348 29
LU 754 433 86 182 121 243 04
HU 729 547 125 86 108 198 03
MT 516 678 19 43 34 193 17
NL 832 569 216 207 185 168 16
AT 889 486 245 401 122 191 00
PL 668 689 143 124 246 272 11
PT 863 409 145 56 50 166 08
RO 898 628 167 178 228 452 08
SI 756 469 87 126 100 131 02
SK 791 549 70 83 193 201 00
FI 888 441 92 113 169 165 04
SE 760 408 58 184 130 132 13
UK 806 536 175 326 190 225 13
IS 850 680 157 128 155 202 00
NO 672 558 93 75 102 104 16
q7b - base respondents who have seen or heard about product recalls N=13835
The figure is significantly different (plt005) compared to the EU28 result
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 21
45 Preferred communication channels
q18 - How would you prefer to receive information about recalls of products you have
purchased
Traditional
press or media Online media
A consumer
association or a
dedicated
information
service platform
Visual
communication
The sellerrsquos or
manufacturerrsquos
website
Directly
Via a
notification
through a
mobile
application
EU28 825 624 545 635 559 840 554
EU27_2019 827 628 557 632 567 828 544
North 811 602 456 558 520 890 503
South 832 647 603 620 570 845 580
East 796 675 549 660 634 847 662
West 834 595 523 641 530 829 504
BE 866 625 544 629 592 878 576
BG 741 631 496 627 559 785 542
CZ 817 650 441 578 540 803 541
DK 832 661 498 492 404 881 437
DE 862 610 526 663 507 789 366
EE 800 636 370 551 480 866 468
IE 829 627 550 705 550 921 676
EL 749 725 676 603 605 855 716
ES 877 656 675 733 635 869 650
FR 793 545 556 606 558 769 544
HR 750 659 544 572 558 813 594
IT 817 632 520 535 514 819 491
CY 811 596 535 437 501 764 504
LV 690 654 497 667 585 840 587
LT 679 698 547 611 611 844 562
LU 861 618 467 675 583 747 446
HU 790 657 554 669 580 775 573
MT 732 687 595 498 487 957 700
NL 884 666 549 578 585 836 572
AT 905 616 636 703 525 837 412
PL 826 708 577 705 709 862 734
PT 817 623 708 651 580 888 662
RO 774 683 623 698 663 942 772
SI 684 524 337 405 275 659 227
SK 780 627 440 564 583 802 537
FI 903 624 478 562 554 905 577
SE 811 513 395 558 532 915 470
UK 808 597 458 652 505 928 619
IS 891 799 627 608 595 914 594
NO 703 536 416 475 387 933 499
q18 - base all respondents N=25541The figure is significantly different (plt005) compared to the EU28 result
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 22
5 Consumer responses to product recalls
51 Responses to general product recall information
Note the last column of this table is based on a derived proportion of those respondents who owned the product but 1) did not follow the instrution of the notice and 2) did not say that they took no action in response to it
52 Responses to product recalls for products owned
Note Due to the low overall sample available is it not possible to draw statistically robust comparisons for specific countries Therefore no country results are displayed for question q12c
You checked
to see if it
concerned a
product you
owned
You took no
action
because you
did not own
the product
Told other
people about
it
Owned the product
and followed the
instructions of the
recall notice
Took no
action even
though you
owned the
product
Took some action but
did not follow the
instructions of the
recall notice1
EU28 774 790 616 649 143 208
EU27_2019 765 802 625 634 161 205
North 659 801 447 467 198 335
South 827 802 731 748 130 123
East 684 783 665 424 157 419
West 790 786 577 694 139 168
The figure is significantly different (plt005) compared to the EU28 result
q7c1 - base respondents who have seen or heard about product recalls N=14093
q7c1 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the communication about the product recall
q12c - Thinking about this product recall what actions did you take in response
You contacted
the
manufacturer
seller for more
information
You contacted
the
manufacturer
seller for
reimbursement
You returned
the product
You threw
the product
away
You
continued
using the
product with
extra caution
You told
others about
the product
recall
You took no
action
EU28 557 413 463 73 312 490 39
EU27_2019 547 434 448 81 280 483 41
North 394 394 471 50 141 273 118
South 561 360 404 118 277 530 25
East 490 446 476 118 276 427 72
West 574 433 488 48 342 493 37
q12c - base respondents who have seen or received notices about recalled products that they have
purchased N=2393
The figure is significantly different (plt005) compared to the EU28 result
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 23
53 Drivers of consumer actions ndash hypothetical scenario
If the
potential
danger was
clearly
communicated
and it seemed
serious
If the specific
action to take
was clearly
communicate
d
If the product
was
expensiveva
luable
If there was
a financial
incentive
If I had
already
experienced
the issue that
was identified
in the
product recall
Other
EU28 955 935 799 648 919 440
EU27_2019 952 931 791 650 915 434
North 967 922 865 725 946 426
South 950 944 744 635 906 346
East 950 923 782 658 914 540
West 959 936 827 643 924 452
BE 940 921 837 664 888 540
BG 879 819 732 653 797 556
CZ 954 926 867 814 876 599
DK 970 888 852 726 940 358
DE 974 959 858 654 969 416
EE 974 933 897 760 962 754
IE 959 933 884 666 933 529
EL 962 934 818 660 938 483
ES 974 962 704 600 955 182
FR 917 874 743 638 833 402
HR 870 811 752 645 707 290
IT 924 926 734 635 851 365
CY 967 948 835 730 939 597
LV 924 914 899 859 934 641
LT 936 927 888 737 924 352
LU 950 923 884 712 959 552
HU 961 924 871 697 957 624
MT 949 928 849 769 906 481
NL 974 952 847 615 952 664
AT 971 957 865 663 973 382
PL 961 924 867 679 963 562
PT 984 972 893 747 973 804
RO 955 969 519 471 886 471
SI 987 982 945 887 987 545
SK 976 953 830 737 950 541
FI 975 946 875 653 967 541
SE 977 926 849 730 943 338
UK 979 962 853 634 948 485
IS 972 939 797 626 940 344
NO 961 931 877 780 948 429
q8a1 - base all respondents N=25541
The figure is significantly different (plt005) compared to the EU28 result
q8a1 - If you heard [about two real-life examples of product recalls] and you owned one of [the recalled products] what would have made you take any actions
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 24
If the potential
danger was
clearly
communicated
and it seemed
serious
If the specific
action to take
was clearly
communicated
If the product
was
expensiveva
luable
If there was
a financial
incentive
If the person I
knew had already
experienced the
issue that was
identified in the
product recall
Other
EU28 948 920 751 618 903 427
EU27_2019 943 916 745 622 898 422
North 948 887 780 636 887 405
South 947 927 708 609 898 327
East 946 921 760 638 914 552
West 949 920 767 613 902 433
BE 917 887 762 602 887 527
BG 869 820 737 637 805 555
CZ 953 917 836 794 919 600
DK 938 857 734 606 871 342
DE 958 937 802 636 945 395
EE 958 946 874 635 934 753
IE 962 939 802 609 929 516
EL 950 917 777 636 906 486
ES 980 946 656 570 959 144
FR 914 880 687 625 814 392
HR 866 843 712 644 722 294
IT 917 911 709 610 851 357
CY 854 808 692 577 808 491
LV 915 883 855 819 895 637
LT 934 889 826 712 870 349
LU 880 855 823 656 941 514
HU 954 916 819 679 912 634
MT 887 858 783 682 849 441
NL 945 898 758 553 876 637
AT 950 941 808 630 938 359
PL 956 925 847 661 960 576
PT 979 954 864 744 909 784
RO 956 962 506 454 889 498
SI 978 974 942 894 977 543
SK 968 940 806 663 938 530
FI 961 927 812 531 902 509
SE 955 874 748 655 886 308
UK 977 945 793 588 936 457
IS 964 900 726 518 912 335
NO 950 910 824 720 916 411
q8a2 - base all respondents N=25541
The figure is significantly different (plt005) compared to the EU28 result
q8a2 - If you heard [about two real-life examples of product recalls] and you knew someone who owned one of [the recalled products] what would have made you take any actions
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 25
54 Drivers of consumer actions ndash real scenario
q7cx1 - What would have made you take some action
If the potential
danger was
more clearly
communicated
and seemed
serious
If the specific
action to take
was more
clearly
communicated
If the product
was expensive
valuable
If I knew
someone who
owned the
product
If I owned the
product myself
EU28 900 843 739 926 979
EU27_2019 895 843 735 918 978
North 901 780 770 913 968
South 933 881 731 907 990
East 945 903 778 947 971
West 875 820 727 928 979
BE 921 837 753 916 975
BG 958 874 808 875 879
CZ 975 947 880 947 971
DK 934 873 759 944 978
DE 826 785 714 952 989
EE 961 887 885 955 992
IE 924 844 779 944 987
EL 984 950 860 944 990
ES 951 867 675 984 1000
FR 882 860 701 844 946
HR 892 837 847 820 890
IT 911 864 715 861 987
CY 973 963 891 950 988
LV 921 894 888 913 963
LT 918 868 852 856 969
LU 830 856 839 934 975
HU 932 924 791 951 984
MT 944 884 822 895 972
NL 888 778 746 924 979
AT 846 779 701 933 988
PL 963 911 849 972 983
PT 989 975 890 986 986
RO 896 850 500 926 972
SI 994 981 968 992 1000
SK 964 917 820 974 981
FI 877 701 764 884 964
SE 885 735 732 921 963
UK 929 847 760 969 989
IS 974 913 767 940 990
NO 865 813 857 941 978
The figure is significantly different (plt005) compared to the EU28 resultq7cx1 - base respondents who have seen or heard about product recalls but took no
action N=11741
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 26
6 The impact of product recalls
61 Responses from manufacturerssellers
Note Due to the low overall sample available is it not possible to draw statistically robust comparisons for specific countries Therefore no country results are displayed for questions q13 and q15
62 Consumer satisfaction with the recall experience
q13 - How did the manufacturerseller respond to your contact about
the recall
They offered
to repair the
product
They offered
to replace
the product
They asked
me to throw
the product
away
They asked
me to return
the product
They offered
to reimburse
me
They offered
no
compensation
EU28 689 585 46 513 343 247
EU27_2019 655 616 53 503 380 223
North 607 587 79 544 361 294
South 618 609 71 413 283 262
East 594 746 122 720 398 296
West 734 556 25 531 362 232
q13 - base respondents who have seen or received notices about recalled products that they have
purchased and made contact right away N=1248
The figure is significantly different (plt005) compared to the EU28 result
q15 - How satisfied or dissatisfied are you with
the following aspects of the product recall
process
The time it
required
The ease of
the process
The
compensatio
nreimburse
ment if any
The assistance
received from the
manufacturer
seller in resolving
any issues if any
EU28 71 76 70 78
EU27_2019 72 77 74 79
North 68 74 69 77
South 75 78 73 80
East 69 73 75 76
West 69 76 69 78
The figure is significantly different (plt005) compared to the EU28 result
q15 - base respondents who have seen or received notices about recalled
products that they have purchased N=2393
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 27
63 Satisfaction with product recall information
It was clear
which specific
product was
recalled
It was clear
where the
product had
been sold
It was clear
what specific
danger was
posed by the
product
It was clear
who to contact
for more
information
It was clear what
procedure to
follow to return
replace or
dispose of the
product
It was clear what
procedure to follow
to receive a
reimbursement or
compensation
The
communication
was easy to
access and
visible
EU28 85 75 79 71 71 63 74
EU27_2019 84 76 79 70 71 63 74
North 86 73 81 69 68 60 72
South 85 75 80 71 69 62 74
East 86 78 82 69 73 65 72
West 85 74 78 72 72 64 75
BE 85 76 75 68 68 58 73
BG 83 75 80 64 60 55 78
CZ 84 78 85 72 76 66 75
DK 85 72 79 67 68 57 67
DE 84 73 77 69 70 62 76
EE 90 75 82 68 62 51 78
IE 87 76 80 75 77 69 75
EL 85 68 77 62 65 51 71
ES 82 76 80 66 62 54 69
FR 82 78 77 75 74 70 74
HR 81 79 79 74 75 74 76
IT 86 77 81 74 73 67 77
CY 84 79 73 62 58 54 72
LV 85 71 80 58 58 48 72
LT 81 73 77 62 60 50 73
LU 74 70 69 65 65 62 75
HU 90 82 86 76 76 72 79
MT 85 71 78 64 64 58 70
NL 86 79 79 72 72 65 75
AT 80 70 76 67 65 57 75
PL 83 75 78 62 70 59 62
PT 85 64 77 67 65 55 75
RO 90 80 84 75 74 68 80
SI 92 84 83 81 80 72 83
SK 93 79 88 70 74 65 79
FI 88 77 85 77 80 73 74
SE 87 70 80 67 63 56 72
UK 87 71 81 73 74 64 74
IS 91 76 83 72 65 60 69
NO 87 69 81 69 68 63 73
q7d - base respondents who have seen or heard about product recalls N=14093The figure is significantly different (plt005) compared to the EU28 result
q7d - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you remember seing or hearing in the past 2 years
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 28
64 Satisfaction with product recall information
Note Due to the low overall sample available is it not possible to draw statistically robust comparisons for specific countries Therefore no country results are displayed for question q16
q16 - Thinking about this product recall experience
which of the following statements apply to you
It increased
my confidence
in the
brandsellersh
op
I became more
distrustful of
the
brandsellersh
op
I started
paying more
attention to
information
about
product
recalls
EU28 544 301 635
EU27_2019 544 295 665
North 644 211 533
South 491 331 777
East 588 353 721
West 556 285 565
The figure is significantly different (plt005) compared to the EU28 result
q16 - base respondents who have seen or received notices about recalled
products that they have purchased N=2393
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 29
7 Vulnerable consumers
71 Awareness of rights and responsibilities
Consumersrsquo awareness of manufacturers being legally required to recall dangerous
products is associated most closely with their financial situation followed by
occupation and education
Consumersrsquo agreement with the statement that it is the responsibility of the
manufacturer to recall the product as soon as they know about the risks it poses is
associated most closely with their education level their age and with how many young
children they have
759 A 754 A 734 A 762 A 765 A 766 A 715 766 A 756 A
758 A 757 A 753 A 777 A 668 767 B 761 AB 740 A
781 BC 789 C 787 C 722 A 728 AB 702 A 707 A 740 AB
780 751 A 742 A 742 A 770 A 757 A 765 A
Retired
Online buying behaviour Children
q5_1 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q5_1 - Do you know if manufacturers are legally required to recall products that are dangerous to consumers - Yes I think they are
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
979 A 982 A 983 AB 984 B 972 A 978 AB 985 A 987 A 972
980 A 980 A 982 A 980 A 963 A 979 A 978 A 985 A
985 A 980 A 985 A 975 A 975 A 968 A 966 A 981 A
983 A 979 A 981 A 976 A 973 AB 983 AB 984 B
Retired
Online buying behaviour Children
q8b_1 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_1 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - It is the responsibility of the manufacturer to recall the product as soon as they know about the risks it poses
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 30
Consumersrsquo agreement with the statement that it is the responsibility of the seller to
inform consumers who purchased the product about the risk it poses is associated
most closely with their online buying behaviour their education level and their
occupation
Consumersrsquo agreement with the statement that consumers who learn about a recall
notice about a product they have purchased should act immediately is associated most
closely with their education level gender and financial status
884 A 883 A 891 A 885 A 882 A 866 A 909 A 898 A 867
870 AB 896 B 890 B 852 A 871 AB 881 A 884 A 885 A
876 ABC 894 BC 866 A 890 BC 845 AB 913 C 893 ABC 904 C
877 A 871 A 913 881 A 866 A 878 A 890 A
Retired
Online buying behaviour Children
q8b_2 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_2 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - It is the responsibility of the seller to inform consumers who purchased the product about the risks it poses
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
914 933 918 A 917 A 930 A 939 A 946 A 936 A 909
949 C 932 BC 926 B 895 A 918 ABC 919 A 929 A 920 A
923 A 917 A 920 A 926 A 927 A 919 A 946 A 926 A
926 A 918 A 929 A 908 A 914 AB 925 AB 937 B
Retired
Online buying behaviour Children
q8b_3 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_3 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - Consumers who learn about a recall notice about a product they have purchased should take action immediately
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 31
Consumersrsquo agreement with the statement that it is important for them to pay
attention to product recalls is associated most closely with their gender how many
young children they have and their age
72 Product registration
Consumersrsquo awareness that by registering a product they can be contacted directly in
case there is a problem with this product is associated most closely with their gender
their online buying behaviour and their education level
931 948 928 A 940 AB 939 A 958 B 943 AB 948 B 931 A
931 AB 938 AB 947 B 929 A 890 AB 941 A 941 A 936 A
932 A 943 A 946 A 942 A 932 A 938 A 927 A 931 A
939 A 935 A 948 A 926 A 934 A 930 A 956
Retired
Online buying behaviour Children
q8b_4 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_4 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - It is important for consumers to pay attention to product recalls
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
458 340 377 AB 418 C 413 BC 371 A 342 400 A 405 A
387 AB 389 A 390 A 434 B 413 AB 403 A 405 A 383 A
440 C 438 C 409 BC 381 AB 335 A 352 A 347 AB 385 AB
457 408 317 381 A 428 B 381 AB 410 AB
Retired
Online buying behaviour Children
q9a - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q9a - Did you know that by registering a product you can be contacted directly in case there is a problem with that product - Yes I did
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 32
Registering a product in order to be contacted in case of problems with a product is
associated most closely with consumersrsquo online buying behaviour their financial status
and their age
Consumersrsquo agreement with the statement that allowing the seller or manufacturer to
inform them about potential issues with the product is an important factor in their
decision to register a product is associated most closely with their financial status
710 A 716 A 721 AB 684 A 713 AB 774 B 746 A 705 A 714 A
815 B 709 A 701 A 709 A 768 AB 710 A 704 A 725 A
722 AB 729 AB 687 A 747 B 736 AB 697 AB 681 AB 721 AB
679 A 711 A 780 710 A 697 A 709 A 719 A
Retired
Online buying behaviour Children q9b - base EU28
respondents that know you
can be contacted in case
there is a problem with a
product after you registered
the product (N=8665)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q9b - And do you usually register the product so you can be contacted in case of problems with that product - Yes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
85 A 86 A 85 A 86 A 86 A 84 A 85 A 86 A 85 A
86 AB 84 A 86 AB 86 B 84 AB 85 A 86 A 86 A
85 A 86 A 85 A 87 A 83 A 84 A 85 A 87 A
86 A 86 A 85 A 85 A 84 A 86 A 86 A
2018
q10_3 - How important are the following factors in your decision to register your contact details when buying a product - Registration will
allow the seller or manufacturer to inform me about potential issues with the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_3 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 33
Consumersrsquo agreement with the statement that knowing that their data will not be
used for marketing purposes is an important factor in their decision to register a
product is associated most closely with their gender online buying behaviour and
education level
Consumersrsquo agreement with the statement that having trust in the brand or the seller
is an important factor in their decision to register a product is associated most closely
with their financial situation
83 87 85 AB 86 B 83 A 84 AB 81 A 86 B 84 AB
88 B 83 A 84 A 86 AB 83 AB 85 A 85 A 85 A
85 A 84 A 86 A 84 A 84 A 86 A 81 A 83 A
85 A 86 A 81 83 A 85 AB 83 A 86 B
2018
q10_4 - How important are the following factors in your decision to register your contact details when buying a product - I know my data
such as email address will not be used for marketing purposes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_4 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
80 A 81 A 81 A 82 A 80 A 79 A 82 A 81 A 80 A
81 AB 79 A 81 B 82 B 76 AB 80 A 81 A 80 A
80 A 82 A 81 A 80 A 77 A 81 A 77 A 82 A
81 A 81 A 78 A 81 A 79 A 80 A 81 A
2018
q10_5 - How important are the following factors in your decision to register your contact details when buying a product - I trust the brand or
seller
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_5 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 34
Consumersrsquo agreement with the statement that the product being expensive is an
important factor in their decision to register a product is associated most closely with
how many young children they have their financial situation and education level
73 Exposure to product recalls
Consumersrsquo exposure to product recall notices is associated most closely with their
online buying behaviour education level and occupation
69 A 70 A 71 A 68 A 69 A 69 A 70 AB 67 A 71 B
75 B 71 AB 68 A 69 A 66 AB 69 A 70 A 70 A
69 AB 70 AB 67 A 71 B 64 A 71 AB 70 AB 71 AB
69 A 70 A 69 A 69 A 71 AB 73 B 68 A
2018
q10_6 - How important are the following factors in your decision to register your contact details when buying a product - The product is
expensive
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_6 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
590 547 535 A 610 B 602 B 506 A 449 562 599
510 A 542 A 586 B 601 B 486 A 575 A 575 A 554 A
593 DE 602 DE 618 E 512 B 481 AB 520 ABC 446 A 564 CD
642 585 470 553 A 534 A 553 A 589
Retired
Online buying behaviour Children
q6 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q6 - Apart from the Ikea furniture and Samsung phone examples in the past 2 years have you seen or heard any other information notices
ads or announcements concerning the recall of a specific product - Yes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 35
Consumersrsquo exposure to product recalls for products they had purchased themselves is
associated most closely with their online buying behaviour gender and education
level
Consumersrsquo likelihood to have seen or heard information about product recalls in the
last 2 years is associated most closely with their gender age and education level
144 107 116 AB 142 C 135 BC 88 A 79 131 A 126 A
108 AB 121 ABC 122 B 147 C 84 A 133 B 128 AB 112 A
139 B 135 AB 135 B 96 A 95 AB 107 AB 92 A 129 AB
146 A 133 A 81 111 A 132 AB 123 AB 135 B
Retired
Online buying behaviour Children
q11 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q11 - In the last 2 years have you seen or received any notice or request to return a product you had purchased yourself - Yes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
846 741 727 822 A 819 A 802 A 743 800 A 796 A
730 A 776 AB 802 BC 824 C 753 ABC 819 B 778 A 792 AB
786 AB 788 AB 820 B 779 A 747 A 782 AB 788 AB 784 AB
811 B 781 A 796 AB 791 AB 750 A 778 AB 810 B
Retired
Online buying behaviour Childrenq7a_1 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7a_1 - In the last 2 years for which of the following product categories did you see or hear information about product recalls - Cars or other
motor vehicles
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 36
Consumersrsquo preference of receiving information about recalls of products they have
purchased via traditional press or media is associated most closely with their financial
status gender and age
Consumersrsquo preference of receiving information about recalls of products they have
purchased via online media is associated most closely with their age online buying
behaviour and with how many young children they have
809 842 787 839 A 838 A 842 A 786 A 839 820 A
798 A 841 B 840 B 780 A 755 A 831 A 822 A 823 A
814 ABC 808 ABC 843 D 815 BC 764 A 846 CD 772 AB 842 CD
801 831 A 842 A 828 A 816 A 816 A 828 A
Retired
Online buying behaviour Children
q18_1 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q18_1 - How would you prefer to receive information about recalls of products you have purchased - Traditional press or media
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
630 A 624 A 728 645 600 508 622 AB 640 B 615 A
597 A 635 A 632 A 615 A 602 A 623 A 635 A 620 A
629 ABC 656 C 646 C 643 BC 649 ABC 595 AB 643 ABC 587 A
686 654 532 627 A 672 B 642 AB 616 A
Retired
Online buying behaviour Children
q18_2 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q18_2 - How would you prefer to receive information about recalls of products you have purchased - Online media
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 37
Consumersrsquo preference to receive information about recalls of products they have
purchased directly is associated most closely with their online buying behaviour
gender and occupation
74 Consumer responses to product recalls
Consumersrsquo likelihood to check if a recall notice concerned a product they owned is
associated most closely with their online buying behaviour financial situation and
occupation
850 832 854 A 849 A 837 A 815 A 841 A 839 A 842 A
844 A 844 A 839 A 843 A 783 A 844 A 844 A 833 A
838 AB 871 B 846 AB 822 A 832 AB 838 AB 805 A 841 AB
877 835 A 813 A 835 A 809 A 843 A 848 A
Retired
Online buying behaviour Children
q18_6 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q18_6 - How would you prefer to receive information about recalls of products you have purchased - Directly
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
778 A 771 A 781 A 779 A 760 A 772 A 735 A 785 A 771 A
706 A 763 AB 792 C 771 BC 695 AB 780 A 772 A 771 A
768 AB 803 BC 817 C 723 A 717 A 760 ABC 774 ABC 742 A
812 765 A 735 A 760 A 782 A 798 A 776 A
2018
q7crow1_1 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You checked to see if it concerned a product you owned
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow1_1 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 38
Consumersrsquo likelihood to take no action even though they owned a recalled product is
associated most closely with their education level gender and financial status
Consumersrsquo likelihood to follow the instructions of the recall notice to send back the
product or contact the manufacturer or the seller is associated most closely with the
degree of urbanisation and their occupation
166 117 219 B 136 AB 122 AB 104 A 283 119 A 140 A
154 AB 163 B 138 B 130 B 56 A 136 A 142 A 145 A
136 ABC 131 ABC 111 AB 157 ABC 134 ABC 235 C 75 A 185 BC
136 A 141 A 152 A 132 A 113 A 140 A 154 A
2018
q7crow3_3 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You took no action even though you owned the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow3_3 - base EU28
respondents who have seen
or heard about product
recalls (N=2631)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
774 A 742 A 751 A 746 A 773 A 777 A 761 A 759 A 756 A
759 A 774 A 740 A 797 A 650 A 790 B 763 AB 719 A
796 A 835 A 770 A 735 A 651 A 743 A 651 A 703 A
770 A 760 A 730 A 721 A 797 A 742 A 780 A
2018
q7crow4_4 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You owned the product and followed the instructions of the recall notice to send back the product or
contact the manufacturerseller
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow4_4 - base EU28
respondents who have seen
or heard about product
recalls (N=2174)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 39
Consumersrsquo likelihood to tell other people about a product recall is associated most
closely with their financial status gender and age
75 Drivers of consumer actions
Consumersrsquo agreement with the statement that they would have taken action if the
potential danger was more clearly communicated and seemed serious is associated
most closely with how many young children they have and with their occupation
601 631 654 B 597 A 594 A 626 AB 636 AB 646 B 591 A
641 BC 676 C 622 B 524 A 551 AB 605 A 627 A 612 A
593 AB 639 AB 639 B 644 B 561 AB 548 A 604 AB 585 AB
619 AB 601 A 642 B 600 AB 588 AB 589 A 640 B
2018
q7crow5_5 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You told other people about it
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow5_5 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
894 A 906 A 884 A 901 A 904 A 917 A 915 A 912 A 891 A
920 A 902 A 903 A 890 A 862 A 908 A 901 A 892 A
876 A 915 AB 892 A 927 B 894 AB 924 AB 945 B 898 AB
901 A 895 A 912 A 911 AB 928 B 875 A 892 AB
Retired
Online buying behaviour Children q7cx1_1 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_1 - What would have made you take some action - If the potential danger was more clearly communicated and seemed serious
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 40
Consumersrsquo agreement with the statement that they would have taken action if the
specific action to take was more clearly communicated is associated most closely with
their financial status online buying behaviour and occupation
Consumersrsquo agreement with the statement that they would have taken action if the
product was expensive or valuable is associated most closely with their education
level age and financial status
836 A 852 A 832 AB 831 A 851 AB 883 B 849 A 858 A 834 A
866 AB 870 B 845 AB 812 A 761 A 841 A 834 A 857 A
841 AB 869 AB 838 AB 877 B 819 AB 862 AB 833 AB 822 A
842 AB 834 A 872 B 854 A 803 A 824 A 850 A
Retired
Online buying behaviour Children q7cx1_2 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_2 - What would have made you take some action - If the specific action to take was more clearly communicated
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
733 A 744 A 788 B 713 A 736 AB 724 AB 810 A 760 A 715
771 AB 773 B 733 A 701 A 713 AB 748 A 737 A 732 A
726 A 727 A 727 A 745 A 770 A 755 A 778 A 755 A
756 A 724 A 742 A 727 A 731 A 729 A 751 A
Retired
Online buying behaviour Children q7cx1_3 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_3 - What would have made you take some action - If the product was expensivevaluable
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 41
Consumersrsquo agreement with the statement that they would have taken action if they
knew someone who owned the product is associated most closely with their online
buying behaviour gender and occupation
Consumersrsquo agreement with the statement that they would have taken action if they
owned the product themselves is associated most closely with their financial status
their online buying behaviour and occupation
916 936 929 A 923 A 917 A 935 A 905 A 918 A 934 A
932 AB 923 AB 931 AB 910 A 955 B 918 A 931 A 927 A
928 AB 898 A 941 B 943 B 904 AB 882 AB 954 B 910 AB
951 911 A 917 A 915 A 894 A 920 A 938 A
Retired
Online buying behaviour Children q7cx1_4 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_4 - What would have made you take some action - If I knew someone who owned the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
976 A 983 A 983 A 979 A 974 A 980 A 981 A 983 A 977 A
989 BC 976 A 982 AB 973 A 995 C 980 A 979 A 979 A
975 AB 986 B 985 B 960 A 971 AB 981 AB 990 B 981 AB
986 B 973 A 981 AB 981 A 968 A 980 A 980 A
Retired
Online buying behaviour Children q7cx1_5 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10507)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_5 - What would have made you take some action - If I owned the product myself
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 42
Consumersrsquo agreement with the statement that it was clear which specific product was
recalled is associated most closely with their online buying behaviour
Consumersrsquo agreement with the statement that it was clear where the product has
been sold is associated most closely with their financial status and occupation
85 A 85 A 85 A 85 A 85 A 84 A 83 A 85 A 85 A
83 A 84 A 85 A 85 A 83 A 84 A 85 A 85 A
84 A 85 A 85 A 85 A 85 A 84 A 84 A 85 A
86 A 85 A 83 84 A 84 A 85 A 86 A
Retired
Online buying behaviour Childrenq7d_1 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_1 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear which specific product was recalled
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
74 A 75 A 76 A 75 A 74 A 73 A 73 A 76 A 74 A
73 A 73 A 75 AB 77 B 72 AB 75 A 75 A 74 A
74 A 73 A 75 AB 77 B 73 AB 72 A 74 AB 76 AB
74 A 75 A 75 A 74 A 74 A 75 A 75 A
Retired
Online buying behaviour Childrenq7d_2 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_2 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear where the product had been sold
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 43
Consumersrsquo agreement with the statement that it was clear what specific danger was
posed by the product is associated most closely with their age occupation and online
buying behaviour
Consumersrsquo agreement with the statement that it was clear who to contact for more
information is associated most closely with their online buying behaviour financial
status and with how many young children they have
79 A 80 A 79 AB 78 A 79 A 83 B 78 A 80 A 79 A
77 A 78 A 80 A 80 A 78 A 79 A 79 A 80 A
80 BC 77 A 80 BC 81 BC 78 ABC 80 ABC 83 C 78 AB
79 AB 80 B 78 A 78 A 79 A 80 A 80 A
Retired
Online buying behaviour Childrenq7d_3 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_3 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what specific danger was posed by the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
71 A 70 A 70 A 71 A 70 A 72 A 70 A 71 A 71 A
70 AB 69 A 71 AB 73 B 70 AB 71 A 71 A 71 A
71 AB 70 AB 70 A 73 B 68 AB 72 AB 72 AB 71 AB
72 B 71 AB 69 A 69 A 71 AB 73 B 72 B
Retired
Online buying behaviour Childrenq7d_4 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_4 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear who to contact for more information
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 44
Consumersrsquo agreement with the statement that it was clear what procedure to follow
to return replace or dispose of the product is associated most closely with their online
buying behaviour financial status and education level
Consumersrsquo agreement with the statement that it was clear what procedure to follow
to receive a reimbursement or compensation is associated most closely with their age
online buying behaviour and with how many young children they have
71 A 71 A 69 A 72 B 71 AB 72 AB 71 AB 73 B 70 A
68 A 70 A 71 A 74 B 70 AB 72 A 71 A 71 A
70 A 71 A 71 A 72 A 68 A 74 A 70 A 72 A
73 71 A 69 A 69 A 72 AB 71 AB 72 B
Retired
Online buying behaviour Childrenq7d_5 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_5 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what procedure to follow to return replace or dispose of the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
63 A 64 A 61 A 64 BC 62 AB 67 C 64 AB 65 B 62 A
62 AB 63 AB 64 AB 65 B 56 A 64 AB 64 B 62 A
62 A 62 A 63 A 67 B 63 AB 65 AB 69 B 64 AB
65 A 64 A 61 61 66 A 64 A 65 A
Retired
Online buying behaviour Childrenq7d_6 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_6 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what procedure to follow to receive a reimbursement or compensation
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 45
Consumersrsquo agreement with the statement that the communication was easy to access
and visible is associated most closely with their financial status gender and with how
many young children they have
Consumersrsquo agreement with the statement that minimum effort required on their part
is an important factor in their decision to register when buying a product is associated
most closely with their education level occupation and financial status
73 75 73 A 74 A 76 A 74 A 75 A 75 A 73 A
73 AB 72 A 75 B 77 66 A 74 A 75 A 74 A
74 A 73 A 75 A 75 A 74 A 72 A 73 A 73 A
75 A 74 A 73 A 73 A 75 AB 74 AB 75 B
Retired
Online buying behaviour Childrenq7d_7 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_7 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - The communication was easy to access and visible
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
75 A 77 A 78 B 76 AB 74 AB 73 A 81 75 A 75 A
79 BC 75 ABC 75 AB 78 C 68 A 76 A 75 A 76 A
73 B 75 BC 77 BC 76 BC 65 A 76 BC 71 ABC 78 C
77 A 75 A 74 A 75 A 75 A 74 A 77 A
Retired
Online buying behaviour Children q10_1 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q10_1 - How important are the following factors in your decision to register your contact details when buying a product - There is minimum
effort required on my part
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 46
Consumersrsquo agreement with the statement that receiving an incentive such as a
voucher discount or gift is an important factor in their decision to register when
buying a product is associated most closely with their financial status education level
and age
55 A 57 A 61 56 A 53 A 51 A 63 54 A 57 A
65 B 59 B 55 A 53 A 47 A 56 A 57 A 56 A
54 A 56 A 53 A 61 B 56 AB 58 AB 59 AB 58 AB
55 A 57 A 57 A 56 A 60 A 55 A 56 A
2018
q10_2 - How important are the following factors in your decision to register your contact details when buying a product - I receive an
incentive such as a voucher discount or gift
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_2 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 5
TABLE OF CONTENTS
1 INTRODUCTION 6
Breakdown by region and country (Sections 1-5) 6
Breakdown by sociodemographic variable (Section 6) 8
2 AWARENESS OF RIGHTS AND RESPONSIBILITIES 10
21 General awareness 10
22 Awareness by product category 11
23 Assigning responsibility 12
3 PRODUCT REGISTRATION 13
31 General awareness 13
32 Consumer behaviour 14
33 Drivers of consumer behaviour 16
4 EXPOSURE TO PRODUCT RECALLS 17
41 Overall exposure and exposure for products owned 17
42 Exposure by product category 18
43 Online versus offline purchases 19
44 Exposure by communication channel 20
45 Preferred communication channels 21
5 CONSUMER RESPONSES TO PRODUCT RECALLS 22
51 Responses to general product recall information 22
52 Responses to product recalls for products owned 22
53 Drivers of consumer actions ndash hypothetical scenario 23
54 Drivers of consumer actions ndash real scenario 25
6 THE IMPACT OF PRODUCT RECALLS 26
61 Responses from manufacturerssellers 26
62 Consumer satisfaction with the recall experience 26
63 Satisfaction with product recall information 27
64 Satisfaction with product recall information 28
7 VULNERABLE CONSUMERS 29
71 Awareness of rights and responsibilities 29
72 Product registration 31
73 Exposure to product recalls 34
74 Consumer responses to product recalls 37
75 Drivers of consumer actions 39
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 6
1 Introduction
This Annex completes the Final Report of the Survey on Consumer Behaviour and
Product Recall Effectiveness with further references and extended data breakdowns
The first six sections contain breakdowns for all questions asked in the survey (and for
which the sample size allows for statistically robust comparisons) by region and
country The last section contains breakdowns by sociodemographic characteristics of
the respondents for a selection of the most relevant questions
The visuals and results presented in this Annex follow the structure and flow of the
Final Report detailing the perceptions and experiences of European consumers in the
following areas
bull Section 1 Awareness ndash Are consumers aware in general of their rights and
manufacturersrsquosellers responsibilities What drives consumer awareness
bull Section 2 Product registration ndash Are consumers aware of the benefits of
product registration Do they register products after purchasing them and what
motivates them to do so
bull Section 3 Exposure to recalls ndash What proportion of consumers exposed to
product recall information Is exposure relevant for consumers and does it
differ per sector How can product recall information reach consumers more
effectively
bull Section 4 Consumer reponses ndash How do consumers react to product recall
information What drives consumer behaviour and consumer inaction
bull Section 5 Impact of recalls ndash How satisfied are consumers with product
recall information What can be improved to engage consumers and improve
the effectiveness of product recalls
These sections correspond to the five stages we have identified as part of the
consumer journey with product recalls as presented in the visual below1
Breakdown by region and country (Sections 1-5)
Data breakdowns in this Annex are presented consistently for each question asked in
the survey for the following categories
bull EU28 ndash all 28 Member States of the European Union
1 Reporting will focus on key results at EU28 level per region (North West East South) and per country where relevant
Awareness of rights and
responsibilities
Impact of product recalls
Consumer responses
Exposure to product
recalls
Product registration1
2
3
4
5
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 7
bull EU27_2019 ndash all 27 Member States of the European Union excluding the
United Kingdom
bull Region ndash North South East and West (see the table below for a breakdown)
bull Country ndash all 30 countries surveyed
The table below presents an overview of the distribution of all surveyed countries
included in the visuals by region including the respective abbreviations used for each
surveyed country
Each visual contains breakdowns of multiple question items Each question item is
represented by a single column with the highest and lowest three results within the 30
Country EU27_2019 EU28 Region North
Region East
Region South
Region West
AT Austria X X X
BE Belgium X X X
BG Bulgaria X X X
CY Cyprus X X X
CZ Czech Republic X X X
DE Germany X X X
DK Denmark X X X
EE Estonia X X X
EL Greece X X X
ES Spain X X X
FI Finland X X X
FR France X X X
HU Hungary X X X
HR Croatia X X X
IE Ireland X X X
IT Italy X X X
LT Lithuania X X X
LU Luxembourg X X X
LV Latvia X X X
MT Malta X X X
NL Netherlands X X X
PL Poland X X X
PT Portugal X X X
RO Romania X X X
SE Sweden X X X
SI Slovenia X X X
SK Slovakia X X X
UK United Kingdom X
NO Norway
IS Iceland
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 8
surveyed countries indicated by colour highlights green for the top three and blue for
the bottom three2
The visuals contain averages for each of the categories shown above which are
presented as proportions (eg 305) for binary variables or as averages (eg 75)
for scale variables Results presented in the visuals have been tested against the EU28
average to determine whether they differ statistically on the 05 significance level If
the difference is significant a star symbol () appears after the figure3
Breakdown by sociodemographic variable (Section 6)
The last section of the Annex presents a selection of visuals containing the results of a
multivariate analysis It was conducted to investigate the link between key
sociodemographic factors and consumer experiences and perceptions of product
recalls at different stages of the recall process It is structured along the five stages of
the consumer product recall journey and presents a breakdown based on the following
sociodemographic characteristics
bull Gender (male female)
bull Age (18-34 34-54 55-64 65+)
bull Level of education (low medium high ndash based on the ISCED classification)
bull Financial situation (very difficult fairly difficult fairly easy very easy)
bull Urbanisation (rural area small town large town)
bull Employment status (eight categories)4
bull Online buying behaviour (frequent occasional do not buy online)
bull Having children (no children younger than four four to 12 years older than
12)
The multivariate analysis uses various regression models to estimate differences
between the categories or levels of sociodemographic variables on key questions
It explores the relationship between a specific independent variable (eg age) and a
dependent variable (eg awareness of product recalls) while considering the effects
of other independent variables (eg gender education etc) This type of analysis is
considered more appropriate when exploring the impact of socio-demographic
variables due to the potential overlap (correlations) between different socio-
demographic factors which need to be considered when measuring the extent to which
one of these factors affects the dependent variables In all models a control variable
on the region of residence of the person interviewed (North South East and West)
has been included The following regression models are used for the analysis of the
different dependent variables
bull Logit models when the dependent variable is binary (ie it takes only two
possible values 0 and 1 eg trust in product safety trust in environmental
claims)
2 Please note that belonging to the top three countries (highest figures) for a certain question does not always indicate a positive result and vice versa As such each question should be interpreted separately based on its framing and content
3 It should be noted that the top and bottom three figures do not always differ statistically from the EU28 average This is reflected in the presence or absence of the star symbol () after the figure
4 Self-employed manager other white collar blue collar student unemployed seeking a job retired
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 9
bull Poisson models for dependent variables that can be thought of as a count
variable (eg knowledge of consumer rights trust in organisations)
bull Linear models when the dependent variable is assumed to be numerical and
linear (eg problems and complaints)
Each visual contains results from one question or question item The values shown in
the tables of the sociodemographic analysis are based on model estimates5
Statistically significant differences between categories or levels of a socio-demographic
variable are indicated with letters (eg A B) next to each figure The categories of a
socio-demographic variable are statistically significant different from each other
except when the categories share the same letter If two groups contain different
letters (eg A and B) or no letters at all this indicates that the results for these
groups are statistically different When a category is associated with a blank it is
statistically significant different from all the other categories Differences and
equalities for socio-demographic results are only considered within each
sociodemographic variable (eg 18-34 years old vs 35-54 years old) and not between
sociodemographic variables (eg 18-34 yearsrsquo old vs women)
In addition to differences across sociodemographic subgroups for each variable the
three sociodemographic characteristics most closely linked to the reported question
(eg awareness of product recalls) are reported below each visual They are reported
in order of the magnitude of the link starting with the strongest link
5 Model estimates are calculated using the margins function in Stata A margin is a statistic based on a fitted model calculated over a dataset in which some of or all the covariates are fixed at values different from what they really are In the models estimated for this report the margins function calculates the predicted means for the different values of a socio-demographic variable (eg age) while all the other covariates (including the other socio-demographic variables) are hold fixed In practice the estimated value of a dependant variable Y (eg the of persons who are aware of manufacturersrsquo legal responsibility to recall dangerous products) for the male category is obtained under the hypothesis that all the persons interviewed are males while their remaining sociodemographic characteristics (used in the model as regressors) corresponds to the categories observed in the sample In addition a pwcompare (group effects) option was added to the function to perform pairwise comparisons between all levels of a socio-demographic variable based on the estimated models These comparisons provided information to determine the variables with the closest link with the respective dependent variable
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 10
2 Awareness of rights and responsibilities
21 General awareness
Yes I think
they are
No I think
they are notI donrsquot know
EU28 755 114 131
EU27_2019 754 115 131
North 732 96 171
South 691 123 186
East 772 70 158
West 785 128 87
BE 733 140 126
BG 531 63 405
CZ 855 71 74
DK 655 160 185
DE 836 102 62
EE 905 10 85
IE 822 83 96
EL 705 27 268
ES 546 142 312
FR 740 188 72
HR 630 299 71
IT 804 135 61
CY 718 37 245
LV 761 28 210
LT 802 57 140
LU 799 102 100
HU 975 15 10
MT 579 90 331
NL 791 120 89
AT 805 110 85
PL 820 57 123
PT 650 73 277
RO 633 90 277
SI 931 09 60
SK 764 47 189
FI 840 54 106
SE 668 119 213
UK 765 107 128
IS 675 103 223
NO 761 108 131
The figure is significantly different (plt005) compared to the EU28 resultq5 - base all respondents N=25541
q5 - Do you know if manufacturers are legally required to recall products that are dangerous to consumers
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 11
22 Awareness by product category
q4 - Which of the following products do you believe can be subject to product recalls
Cars or other
motor vehicles
Home electrical
appliances such
as washing
machines water
boilers and
cookers
Electronic products
such as computers
mobile phones and
accessories such as
chargers
Products for
children such
as toys or
childcare
products
Cosmetics Any type of
product
EU28 864 857 877 913 735 640
EU27_2019 853 843 873 908 738 635
North 875 881 899 919 715 636
South 869 849 896 906 713 556
East 734 766 767 857 744 664
West 910 893 908 936 744 675
BE 906 838 859 916 722 740
BG 698 803 764 866 787 690
CZ 735 785 790 964 823 654
DK 919 792 854 935 749 557
DE 913 930 928 952 784 710
EE 904 939 948 834 619 759
IE 931 932 920 907 687 681
EL 880 889 869 938 865 815
ES 944 918 935 890 684 489
FR 864 794 887 913 737 601
HR 799 795 894 847 699 565
IT 817 793 878 927 709 532
CY 738 880 861 927 785 761
LV 748 806 823 822 641 636
LT 682 841 838 778 535 491
LU 845 861 874 872 655 685
HU 849 857 836 936 765 716
MT 836 827 805 890 768 760
NL 933 897 923 950 709 704
AT 923 887 896 939 785 748
PL 635 655 652 817 746 655
PT 847 825 867 814 701 701
RO 846 881 878 793 610 620
SI 951 938 927 954 885 917
SK 720 796 845 980 933 759
FI 902 975 982 966 814 749
SE 913 897 904 955 719 644
UK 944 953 906 942 712 674
IS 950 888 927 965 787 852
NO 935 857 874 933 682 650
q4 - base all respondents N=25541The figure is significantly different (plt005) compared to the EU28 result
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 12
23 Assigning responsibility
It is the
responsibility of
the
manufacturer
to recall the
product as soon
as they know
about the risks
it poses
It is the
responsibility of
the seller to
inform
consumers who
purchased the
product about
the risks it
poses
Consumers
who learn
about a recall
notice about a
product they
have purchased
should take
action
immediately
It is important
for consumers
to pay attention
to product
recalls
EU28 980 883 923 939
EU27_2019 980 879 919 938
North 983 908 889 936
South 980 902 944 947
East 986 869 932 950
West 978 875 912 930
BE 989 929 859 962
BG 978 858 924 949
CZ 991 942 931 950
DK 991 908 897 927
DE 987 858 924 928
EE 984 900 922 961
IE 990 933 964 951
EL 993 944 984 991
ES 987 972 985 957
FR 952 848 904 915
HR 930 871 893 910
IT 970 830 900 925
CY 995 943 989 994
LV 977 912 909 965
LT 983 907 919 976
LU 985 959 943 969
HU 997 858 943 959
MT 989 955 987 981
NL 982 891 757 930
AT 997 851 928 942
PL 986 806 948 937
PT 992 968 981 983
RO 993 931 969 977
SI 996 933 813 962
SK 979 965 757 955
FI 967 947 904 939
SE 988 888 859 918
UK 986 909 947 939
IS 998 959 946 982
NO 987 874 907 925
q8b - base all respondents N=25541
The figure is significantly different (plt005) compared to the EU28 result
q8b - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about product recalls
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 13
3 Product registration
31 General awareness
Yes I did No I didnrsquot
know
EU28 397 603
EU27_2019 385 615
North 304 696
South 369 631
East 334 666
West 445 555
BE 362 638
BG 279 721
CZ 350 650
DK 241 759
DE 405 595
EE 261 739
IE 444 556
EL 281 719
ES 277 723
FR 503 497
HR 454 546
IT 455 545
CY 236 764
LV 252 748
LT 292 708
LU 392 608
HU 418 582
MT 274 726
NL 379 621
AT 392 608
PL 289 711
PT 378 622
RO 348 652
SI 398 602
SK 375 625
FI 353 647
SE 333 667
UK 481 519
IS 229 771
NO 336 664
The figure is significantly different (plt005) compared to the EU28 result
q9a - base all respondents N=25541
q9a - Did you know that by registering a product you can be contacted directly in case there is a problem with that product
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 14
32 Consumer behaviour
Yes Sometimes No
EU28 401 286 313
EU27_2019 377 291 332
North 394 263 343
South 358 281 361
East 453 226 320
West 404 308 288
BE 420 264 315
BG 449 99 452
CZ 437 266 296
DK 442 207 352
DE 307 373 319
EE 327 337 335
IE 532 251 217
EL 492 307 201
ES 355 293 351
FR 377 298 325
HR 425 191 383
IT 339 278 383
CY 275 215 510
LV 346 191 464
LT 448 211 341
LU 198 282 520
HU 483 120 397
MT 476 135 389
NL 420 289 291
AT 341 305 354
PL 340 347 312
PT 406 248 346
RO 652 111 238
SI 397 152 451
SK 425 288 287
FI 316 417 267
SE 420 211 369
UK 536 258 205
IS 366 136 499
NO 471 206 323
The figure is significantly different (plt005) compared to the EU28 result
q9b - base consumers who know they can be contacted in case there is a problem
with a product after you registered the product N=9128
q9b - And do you usually register the product so you can be contacted in case of problems with that product
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 15
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 16
33 Drivers of consumer behaviour
Note for the following countries the base size is smaller than 100 LU CY EE LV LT MT and IS For these countries no robust comparisons can be made regarding q10
q10 - How important are the following factors in your decision to register your contact
details when buying a product
There is
minimum effort
required on my
part
I receive an
incentive such
as a voucher
discount or
gift
Registration will
allow the seller or
manufacturer to
inform me about
potential issues with
the product
I know my data
such as email
address will not
be used for
marketing
purposes
I trust the
brand or seller
The product is
expensive
EU28 76 56 86 85 81 69
EU27_2019 75 57 85 86 81 68
North 75 47 84 80 79 70
South 75 65 88 87 83 70
East 74 60 86 83 81 70
West 77 52 84 85 80 68
BE 68 55 84 79 78 66
BG 78 63 84 75 76 77
CZ 66 51 83 75 78 72
DK 72 38 83 79 80 64
DE 77 38 82 91 82 55
EE 73 59 87 84 77 78
IE 79 56 87 83 79 75
EL 78 61 89 83 74 75
ES 81 59 90 91 85 67
FR 76 71 86 86 81 76
HR 79 77 86 83 84 80
IT 70 67 87 85 83 71
CY 83 60 91 87 79 89
LV 72 69 82 74 76 77
LT 75 67 86 74 70 84
LU 75 66 79 80 76 63
HU 77 58 91 82 83 75
MT 82 58 88 88 88 63
NL 70 52 81 82 77 66
AT 77 47 82 88 83 53
PL 68 57 81 85 79 71
PT 77 68 90 87 83 74
RO 82 66 94 87 86 63
SI 77 65 89 71 82 75
SK 68 56 86 78 80 71
FI 79 44 85 85 83 68
SE 73 44 82 77 78 68
UK 79 50 86 79 78 76
IS 76 34 87 81 79 77
NO 68 43 81 79 73 68
q10 - base respondents who have registered a product so that they can be contacted in case there is a problem
with the product N=6175
The figure is significantly different (plt005) compared to the EU28 result
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 17
4 Exposure to product recalls
41 Overall exposure and exposure for products owned
Yes No Yes No
EU28 565 435 124 876
EU27_2019 543 457 119 881
North 606 394 84 916
South 456 544 130 870
East 463 537 54 946
West 657 343 152 848
BE 618 382 115 885
BG 222 778 29 971
CZ 613 387 45 955
DK 675 325 124 876
DE 676 324 166 834
EE 560 440 54 946
IE 707 293 167 833
EL 465 535 69 931
ES 313 687 91 909
FR 555 445 143 857
HR 505 495 157 843
IT 573 427 186 814
CY 261 739 15 985
LV 398 602 38 962
LT 380 620 32 968
LU 371 629 111 889
HU 486 514 60 940
MT 334 666 40 960
NL 692 308 103 897
AT 718 282 178 822
PL 434 566 56 944
PT 409 591 51 949
RO 447 553 45 955
SI 746 254 47 953
SK 572 428 35 965
FI 802 198 112 888
SE 569 431 74 926
UK 721 279 156 844
IS 648 352 79 921
NO 607 393 83 917
q6 amp q11 - base all respondents N=25541
The figure is significantly different (plt005) compared to the EU28 result
q6 - Apart from [two real-life examples of recalls] in the past 2 years have you seen or heard any other information notices ads or announcements concerning the recall of a specific product
q11 - In the last two years have you seen or received any notice or request to return a product you had purchased yourself
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 18
42 Exposure by product category
q7a - In the last 2 years for which of the following product categories did you see or
hear information about product recalls
Cars or other
motor vehicles
Home electrical
appliances such
as washing
machines water
boilers and
cookers
Electronic products
such as computers
mobile phones and
accessories such as
chargers
Products for
children Cosmetics Other
EU28 788 334 553 605 225 309
EU27_2019 777 274 547 616 247 313
North 732 272 589 692 148 259
South 788 226 558 570 276 204
East 667 212 506 669 283 339
West 827 412 560 591 198 342
BE 870 191 641 611 147 352
BG 624 144 362 530 229 120
CZ 610 173 445 894 241 257
DK 808 190 649 796 165 233
DE 878 266 492 551 211 359
EE 769 119 308 481 65 125
IE 845 427 650 570 164 416
EL 790 228 645 588 326 199
ES 889 130 445 656 350 53
FR 706 452 613 682 319 366
HR 730 374 611 717 424 229
IT 739 271 611 552 254 268
CY 474 198 197 494 138 118
LV 748 205 361 474 123 159
LT 644 418 644 561 172 216
LU 702 228 520 485 125 415
HU 739 246 450 639 163 239
MT 623 125 312 456 123 317
NL 788 256 595 751 173 410
AT 906 291 505 508 163 308
PL 583 161 503 643 322 443
PT 875 185 429 410 160 195
RO 891 332 657 546 235 289
SI 682 153 369 591 101 706
SK 459 130 380 805 506 263
FI 656 356 678 791 186 333
SE 750 263 535 626 118 259
UK 847 652 583 542 108 284
IS 869 96 526 799 117 202
NO 779 263 479 461 100 264
q7a - base respondents who have seen or heard about product recalls N=14093The figure is significantly different (plt005) compared to the EU28 result
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 19
Note Due to the low overall sample available is it not possible to draw statistically robust comparisons for specific countries Therefore no country results are displayed for questions q12a and q12b
43 Online versus offline purchases
q12a - Which product category did the recalled product belong to [this question refers
to general notices about product recalls]
Cars or other
motor
vehicles
Home electrical
appliances such
as washing
machines
water boilers
and cookers
Electronic
products such
as computers
tablets and
mobile phones
Electronic
product
accessories
such as
chargers and
adapters
Products for
childrenCosmetics Other
EU28 465 113 151 81 44 43 104
EU27_2019 436 100 167 84 50 49 114
North 352 116 165 115 93 11 148
South 404 97 161 133 40 56 109
East 238 118 227 89 108 69 151
West 530 119 135 54 34 35 93
q12a - base respondents who have seen or received notices about recalled products that they have
purchased N=2393
The figure is significantly different (plt005) compared to the EU28 result
q12b - Did you purchase the product
online or offline
Online Offline Donrsquot know
EU28 186 801 13
EU27_2019 191 798 12
North 154 782 64
South 144 850 06
East 260 726 15
West 197 791 12
q12b - base respondents who have seen or received notices about
recalled products that they have purchased N=2393
The figure is significantly different (plt005) compared to the EU28 result
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 20
44 Exposure by communication channel
q7b - How did you seehear about product recalls
Traditional
press or
media (eg
newspapers
television
radio etc)
Online media
A consumer
association or
a dedicated
information
service
platform
A physical
store
The sellerrsquos
or
manufacturer
rsquos website
A friend or
acquaintanceDonrsquot know
EU28 798 536 191 238 184 293 08
EU27_2019 796 537 194 221 183 305 07
North 797 507 111 139 146 183 11
South 772 540 210 171 172 377 06
East 754 608 151 128 218 303 07
West 819 519 202 301 183 270 08
BE 866 481 184 176 143 214 11
BG 673 391 32 55 112 189 18
CZ 848 612 210 116 245 303 02
DK 846 645 222 106 134 247 12
DE 868 507 162 307 136 254 06
EE 663 481 42 145 89 124 00
IE 808 580 195 320 208 270 16
EL 680 691 179 103 133 305 14
ES 883 520 171 140 111 345 04
FR 731 508 295 294 265 410 03
HR 602 384 274 199 320 513 00
IT 731 543 239 208 217 427 05
CY 567 344 22 35 144 199 00
LV 600 662 56 73 116 155 09
LT 659 702 154 170 227 348 29
LU 754 433 86 182 121 243 04
HU 729 547 125 86 108 198 03
MT 516 678 19 43 34 193 17
NL 832 569 216 207 185 168 16
AT 889 486 245 401 122 191 00
PL 668 689 143 124 246 272 11
PT 863 409 145 56 50 166 08
RO 898 628 167 178 228 452 08
SI 756 469 87 126 100 131 02
SK 791 549 70 83 193 201 00
FI 888 441 92 113 169 165 04
SE 760 408 58 184 130 132 13
UK 806 536 175 326 190 225 13
IS 850 680 157 128 155 202 00
NO 672 558 93 75 102 104 16
q7b - base respondents who have seen or heard about product recalls N=13835
The figure is significantly different (plt005) compared to the EU28 result
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 21
45 Preferred communication channels
q18 - How would you prefer to receive information about recalls of products you have
purchased
Traditional
press or media Online media
A consumer
association or a
dedicated
information
service platform
Visual
communication
The sellerrsquos or
manufacturerrsquos
website
Directly
Via a
notification
through a
mobile
application
EU28 825 624 545 635 559 840 554
EU27_2019 827 628 557 632 567 828 544
North 811 602 456 558 520 890 503
South 832 647 603 620 570 845 580
East 796 675 549 660 634 847 662
West 834 595 523 641 530 829 504
BE 866 625 544 629 592 878 576
BG 741 631 496 627 559 785 542
CZ 817 650 441 578 540 803 541
DK 832 661 498 492 404 881 437
DE 862 610 526 663 507 789 366
EE 800 636 370 551 480 866 468
IE 829 627 550 705 550 921 676
EL 749 725 676 603 605 855 716
ES 877 656 675 733 635 869 650
FR 793 545 556 606 558 769 544
HR 750 659 544 572 558 813 594
IT 817 632 520 535 514 819 491
CY 811 596 535 437 501 764 504
LV 690 654 497 667 585 840 587
LT 679 698 547 611 611 844 562
LU 861 618 467 675 583 747 446
HU 790 657 554 669 580 775 573
MT 732 687 595 498 487 957 700
NL 884 666 549 578 585 836 572
AT 905 616 636 703 525 837 412
PL 826 708 577 705 709 862 734
PT 817 623 708 651 580 888 662
RO 774 683 623 698 663 942 772
SI 684 524 337 405 275 659 227
SK 780 627 440 564 583 802 537
FI 903 624 478 562 554 905 577
SE 811 513 395 558 532 915 470
UK 808 597 458 652 505 928 619
IS 891 799 627 608 595 914 594
NO 703 536 416 475 387 933 499
q18 - base all respondents N=25541The figure is significantly different (plt005) compared to the EU28 result
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 22
5 Consumer responses to product recalls
51 Responses to general product recall information
Note the last column of this table is based on a derived proportion of those respondents who owned the product but 1) did not follow the instrution of the notice and 2) did not say that they took no action in response to it
52 Responses to product recalls for products owned
Note Due to the low overall sample available is it not possible to draw statistically robust comparisons for specific countries Therefore no country results are displayed for question q12c
You checked
to see if it
concerned a
product you
owned
You took no
action
because you
did not own
the product
Told other
people about
it
Owned the product
and followed the
instructions of the
recall notice
Took no
action even
though you
owned the
product
Took some action but
did not follow the
instructions of the
recall notice1
EU28 774 790 616 649 143 208
EU27_2019 765 802 625 634 161 205
North 659 801 447 467 198 335
South 827 802 731 748 130 123
East 684 783 665 424 157 419
West 790 786 577 694 139 168
The figure is significantly different (plt005) compared to the EU28 result
q7c1 - base respondents who have seen or heard about product recalls N=14093
q7c1 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the communication about the product recall
q12c - Thinking about this product recall what actions did you take in response
You contacted
the
manufacturer
seller for more
information
You contacted
the
manufacturer
seller for
reimbursement
You returned
the product
You threw
the product
away
You
continued
using the
product with
extra caution
You told
others about
the product
recall
You took no
action
EU28 557 413 463 73 312 490 39
EU27_2019 547 434 448 81 280 483 41
North 394 394 471 50 141 273 118
South 561 360 404 118 277 530 25
East 490 446 476 118 276 427 72
West 574 433 488 48 342 493 37
q12c - base respondents who have seen or received notices about recalled products that they have
purchased N=2393
The figure is significantly different (plt005) compared to the EU28 result
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 23
53 Drivers of consumer actions ndash hypothetical scenario
If the
potential
danger was
clearly
communicated
and it seemed
serious
If the specific
action to take
was clearly
communicate
d
If the product
was
expensiveva
luable
If there was
a financial
incentive
If I had
already
experienced
the issue that
was identified
in the
product recall
Other
EU28 955 935 799 648 919 440
EU27_2019 952 931 791 650 915 434
North 967 922 865 725 946 426
South 950 944 744 635 906 346
East 950 923 782 658 914 540
West 959 936 827 643 924 452
BE 940 921 837 664 888 540
BG 879 819 732 653 797 556
CZ 954 926 867 814 876 599
DK 970 888 852 726 940 358
DE 974 959 858 654 969 416
EE 974 933 897 760 962 754
IE 959 933 884 666 933 529
EL 962 934 818 660 938 483
ES 974 962 704 600 955 182
FR 917 874 743 638 833 402
HR 870 811 752 645 707 290
IT 924 926 734 635 851 365
CY 967 948 835 730 939 597
LV 924 914 899 859 934 641
LT 936 927 888 737 924 352
LU 950 923 884 712 959 552
HU 961 924 871 697 957 624
MT 949 928 849 769 906 481
NL 974 952 847 615 952 664
AT 971 957 865 663 973 382
PL 961 924 867 679 963 562
PT 984 972 893 747 973 804
RO 955 969 519 471 886 471
SI 987 982 945 887 987 545
SK 976 953 830 737 950 541
FI 975 946 875 653 967 541
SE 977 926 849 730 943 338
UK 979 962 853 634 948 485
IS 972 939 797 626 940 344
NO 961 931 877 780 948 429
q8a1 - base all respondents N=25541
The figure is significantly different (plt005) compared to the EU28 result
q8a1 - If you heard [about two real-life examples of product recalls] and you owned one of [the recalled products] what would have made you take any actions
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 24
If the potential
danger was
clearly
communicated
and it seemed
serious
If the specific
action to take
was clearly
communicated
If the product
was
expensiveva
luable
If there was
a financial
incentive
If the person I
knew had already
experienced the
issue that was
identified in the
product recall
Other
EU28 948 920 751 618 903 427
EU27_2019 943 916 745 622 898 422
North 948 887 780 636 887 405
South 947 927 708 609 898 327
East 946 921 760 638 914 552
West 949 920 767 613 902 433
BE 917 887 762 602 887 527
BG 869 820 737 637 805 555
CZ 953 917 836 794 919 600
DK 938 857 734 606 871 342
DE 958 937 802 636 945 395
EE 958 946 874 635 934 753
IE 962 939 802 609 929 516
EL 950 917 777 636 906 486
ES 980 946 656 570 959 144
FR 914 880 687 625 814 392
HR 866 843 712 644 722 294
IT 917 911 709 610 851 357
CY 854 808 692 577 808 491
LV 915 883 855 819 895 637
LT 934 889 826 712 870 349
LU 880 855 823 656 941 514
HU 954 916 819 679 912 634
MT 887 858 783 682 849 441
NL 945 898 758 553 876 637
AT 950 941 808 630 938 359
PL 956 925 847 661 960 576
PT 979 954 864 744 909 784
RO 956 962 506 454 889 498
SI 978 974 942 894 977 543
SK 968 940 806 663 938 530
FI 961 927 812 531 902 509
SE 955 874 748 655 886 308
UK 977 945 793 588 936 457
IS 964 900 726 518 912 335
NO 950 910 824 720 916 411
q8a2 - base all respondents N=25541
The figure is significantly different (plt005) compared to the EU28 result
q8a2 - If you heard [about two real-life examples of product recalls] and you knew someone who owned one of [the recalled products] what would have made you take any actions
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 25
54 Drivers of consumer actions ndash real scenario
q7cx1 - What would have made you take some action
If the potential
danger was
more clearly
communicated
and seemed
serious
If the specific
action to take
was more
clearly
communicated
If the product
was expensive
valuable
If I knew
someone who
owned the
product
If I owned the
product myself
EU28 900 843 739 926 979
EU27_2019 895 843 735 918 978
North 901 780 770 913 968
South 933 881 731 907 990
East 945 903 778 947 971
West 875 820 727 928 979
BE 921 837 753 916 975
BG 958 874 808 875 879
CZ 975 947 880 947 971
DK 934 873 759 944 978
DE 826 785 714 952 989
EE 961 887 885 955 992
IE 924 844 779 944 987
EL 984 950 860 944 990
ES 951 867 675 984 1000
FR 882 860 701 844 946
HR 892 837 847 820 890
IT 911 864 715 861 987
CY 973 963 891 950 988
LV 921 894 888 913 963
LT 918 868 852 856 969
LU 830 856 839 934 975
HU 932 924 791 951 984
MT 944 884 822 895 972
NL 888 778 746 924 979
AT 846 779 701 933 988
PL 963 911 849 972 983
PT 989 975 890 986 986
RO 896 850 500 926 972
SI 994 981 968 992 1000
SK 964 917 820 974 981
FI 877 701 764 884 964
SE 885 735 732 921 963
UK 929 847 760 969 989
IS 974 913 767 940 990
NO 865 813 857 941 978
The figure is significantly different (plt005) compared to the EU28 resultq7cx1 - base respondents who have seen or heard about product recalls but took no
action N=11741
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 26
6 The impact of product recalls
61 Responses from manufacturerssellers
Note Due to the low overall sample available is it not possible to draw statistically robust comparisons for specific countries Therefore no country results are displayed for questions q13 and q15
62 Consumer satisfaction with the recall experience
q13 - How did the manufacturerseller respond to your contact about
the recall
They offered
to repair the
product
They offered
to replace
the product
They asked
me to throw
the product
away
They asked
me to return
the product
They offered
to reimburse
me
They offered
no
compensation
EU28 689 585 46 513 343 247
EU27_2019 655 616 53 503 380 223
North 607 587 79 544 361 294
South 618 609 71 413 283 262
East 594 746 122 720 398 296
West 734 556 25 531 362 232
q13 - base respondents who have seen or received notices about recalled products that they have
purchased and made contact right away N=1248
The figure is significantly different (plt005) compared to the EU28 result
q15 - How satisfied or dissatisfied are you with
the following aspects of the product recall
process
The time it
required
The ease of
the process
The
compensatio
nreimburse
ment if any
The assistance
received from the
manufacturer
seller in resolving
any issues if any
EU28 71 76 70 78
EU27_2019 72 77 74 79
North 68 74 69 77
South 75 78 73 80
East 69 73 75 76
West 69 76 69 78
The figure is significantly different (plt005) compared to the EU28 result
q15 - base respondents who have seen or received notices about recalled
products that they have purchased N=2393
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 27
63 Satisfaction with product recall information
It was clear
which specific
product was
recalled
It was clear
where the
product had
been sold
It was clear
what specific
danger was
posed by the
product
It was clear
who to contact
for more
information
It was clear what
procedure to
follow to return
replace or
dispose of the
product
It was clear what
procedure to follow
to receive a
reimbursement or
compensation
The
communication
was easy to
access and
visible
EU28 85 75 79 71 71 63 74
EU27_2019 84 76 79 70 71 63 74
North 86 73 81 69 68 60 72
South 85 75 80 71 69 62 74
East 86 78 82 69 73 65 72
West 85 74 78 72 72 64 75
BE 85 76 75 68 68 58 73
BG 83 75 80 64 60 55 78
CZ 84 78 85 72 76 66 75
DK 85 72 79 67 68 57 67
DE 84 73 77 69 70 62 76
EE 90 75 82 68 62 51 78
IE 87 76 80 75 77 69 75
EL 85 68 77 62 65 51 71
ES 82 76 80 66 62 54 69
FR 82 78 77 75 74 70 74
HR 81 79 79 74 75 74 76
IT 86 77 81 74 73 67 77
CY 84 79 73 62 58 54 72
LV 85 71 80 58 58 48 72
LT 81 73 77 62 60 50 73
LU 74 70 69 65 65 62 75
HU 90 82 86 76 76 72 79
MT 85 71 78 64 64 58 70
NL 86 79 79 72 72 65 75
AT 80 70 76 67 65 57 75
PL 83 75 78 62 70 59 62
PT 85 64 77 67 65 55 75
RO 90 80 84 75 74 68 80
SI 92 84 83 81 80 72 83
SK 93 79 88 70 74 65 79
FI 88 77 85 77 80 73 74
SE 87 70 80 67 63 56 72
UK 87 71 81 73 74 64 74
IS 91 76 83 72 65 60 69
NO 87 69 81 69 68 63 73
q7d - base respondents who have seen or heard about product recalls N=14093The figure is significantly different (plt005) compared to the EU28 result
q7d - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you remember seing or hearing in the past 2 years
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 28
64 Satisfaction with product recall information
Note Due to the low overall sample available is it not possible to draw statistically robust comparisons for specific countries Therefore no country results are displayed for question q16
q16 - Thinking about this product recall experience
which of the following statements apply to you
It increased
my confidence
in the
brandsellersh
op
I became more
distrustful of
the
brandsellersh
op
I started
paying more
attention to
information
about
product
recalls
EU28 544 301 635
EU27_2019 544 295 665
North 644 211 533
South 491 331 777
East 588 353 721
West 556 285 565
The figure is significantly different (plt005) compared to the EU28 result
q16 - base respondents who have seen or received notices about recalled
products that they have purchased N=2393
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 29
7 Vulnerable consumers
71 Awareness of rights and responsibilities
Consumersrsquo awareness of manufacturers being legally required to recall dangerous
products is associated most closely with their financial situation followed by
occupation and education
Consumersrsquo agreement with the statement that it is the responsibility of the
manufacturer to recall the product as soon as they know about the risks it poses is
associated most closely with their education level their age and with how many young
children they have
759 A 754 A 734 A 762 A 765 A 766 A 715 766 A 756 A
758 A 757 A 753 A 777 A 668 767 B 761 AB 740 A
781 BC 789 C 787 C 722 A 728 AB 702 A 707 A 740 AB
780 751 A 742 A 742 A 770 A 757 A 765 A
Retired
Online buying behaviour Children
q5_1 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q5_1 - Do you know if manufacturers are legally required to recall products that are dangerous to consumers - Yes I think they are
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
979 A 982 A 983 AB 984 B 972 A 978 AB 985 A 987 A 972
980 A 980 A 982 A 980 A 963 A 979 A 978 A 985 A
985 A 980 A 985 A 975 A 975 A 968 A 966 A 981 A
983 A 979 A 981 A 976 A 973 AB 983 AB 984 B
Retired
Online buying behaviour Children
q8b_1 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_1 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - It is the responsibility of the manufacturer to recall the product as soon as they know about the risks it poses
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 30
Consumersrsquo agreement with the statement that it is the responsibility of the seller to
inform consumers who purchased the product about the risk it poses is associated
most closely with their online buying behaviour their education level and their
occupation
Consumersrsquo agreement with the statement that consumers who learn about a recall
notice about a product they have purchased should act immediately is associated most
closely with their education level gender and financial status
884 A 883 A 891 A 885 A 882 A 866 A 909 A 898 A 867
870 AB 896 B 890 B 852 A 871 AB 881 A 884 A 885 A
876 ABC 894 BC 866 A 890 BC 845 AB 913 C 893 ABC 904 C
877 A 871 A 913 881 A 866 A 878 A 890 A
Retired
Online buying behaviour Children
q8b_2 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_2 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - It is the responsibility of the seller to inform consumers who purchased the product about the risks it poses
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
914 933 918 A 917 A 930 A 939 A 946 A 936 A 909
949 C 932 BC 926 B 895 A 918 ABC 919 A 929 A 920 A
923 A 917 A 920 A 926 A 927 A 919 A 946 A 926 A
926 A 918 A 929 A 908 A 914 AB 925 AB 937 B
Retired
Online buying behaviour Children
q8b_3 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_3 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - Consumers who learn about a recall notice about a product they have purchased should take action immediately
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 31
Consumersrsquo agreement with the statement that it is important for them to pay
attention to product recalls is associated most closely with their gender how many
young children they have and their age
72 Product registration
Consumersrsquo awareness that by registering a product they can be contacted directly in
case there is a problem with this product is associated most closely with their gender
their online buying behaviour and their education level
931 948 928 A 940 AB 939 A 958 B 943 AB 948 B 931 A
931 AB 938 AB 947 B 929 A 890 AB 941 A 941 A 936 A
932 A 943 A 946 A 942 A 932 A 938 A 927 A 931 A
939 A 935 A 948 A 926 A 934 A 930 A 956
Retired
Online buying behaviour Children
q8b_4 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_4 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - It is important for consumers to pay attention to product recalls
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
458 340 377 AB 418 C 413 BC 371 A 342 400 A 405 A
387 AB 389 A 390 A 434 B 413 AB 403 A 405 A 383 A
440 C 438 C 409 BC 381 AB 335 A 352 A 347 AB 385 AB
457 408 317 381 A 428 B 381 AB 410 AB
Retired
Online buying behaviour Children
q9a - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q9a - Did you know that by registering a product you can be contacted directly in case there is a problem with that product - Yes I did
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 32
Registering a product in order to be contacted in case of problems with a product is
associated most closely with consumersrsquo online buying behaviour their financial status
and their age
Consumersrsquo agreement with the statement that allowing the seller or manufacturer to
inform them about potential issues with the product is an important factor in their
decision to register a product is associated most closely with their financial status
710 A 716 A 721 AB 684 A 713 AB 774 B 746 A 705 A 714 A
815 B 709 A 701 A 709 A 768 AB 710 A 704 A 725 A
722 AB 729 AB 687 A 747 B 736 AB 697 AB 681 AB 721 AB
679 A 711 A 780 710 A 697 A 709 A 719 A
Retired
Online buying behaviour Children q9b - base EU28
respondents that know you
can be contacted in case
there is a problem with a
product after you registered
the product (N=8665)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q9b - And do you usually register the product so you can be contacted in case of problems with that product - Yes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
85 A 86 A 85 A 86 A 86 A 84 A 85 A 86 A 85 A
86 AB 84 A 86 AB 86 B 84 AB 85 A 86 A 86 A
85 A 86 A 85 A 87 A 83 A 84 A 85 A 87 A
86 A 86 A 85 A 85 A 84 A 86 A 86 A
2018
q10_3 - How important are the following factors in your decision to register your contact details when buying a product - Registration will
allow the seller or manufacturer to inform me about potential issues with the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_3 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 33
Consumersrsquo agreement with the statement that knowing that their data will not be
used for marketing purposes is an important factor in their decision to register a
product is associated most closely with their gender online buying behaviour and
education level
Consumersrsquo agreement with the statement that having trust in the brand or the seller
is an important factor in their decision to register a product is associated most closely
with their financial situation
83 87 85 AB 86 B 83 A 84 AB 81 A 86 B 84 AB
88 B 83 A 84 A 86 AB 83 AB 85 A 85 A 85 A
85 A 84 A 86 A 84 A 84 A 86 A 81 A 83 A
85 A 86 A 81 83 A 85 AB 83 A 86 B
2018
q10_4 - How important are the following factors in your decision to register your contact details when buying a product - I know my data
such as email address will not be used for marketing purposes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_4 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
80 A 81 A 81 A 82 A 80 A 79 A 82 A 81 A 80 A
81 AB 79 A 81 B 82 B 76 AB 80 A 81 A 80 A
80 A 82 A 81 A 80 A 77 A 81 A 77 A 82 A
81 A 81 A 78 A 81 A 79 A 80 A 81 A
2018
q10_5 - How important are the following factors in your decision to register your contact details when buying a product - I trust the brand or
seller
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_5 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 34
Consumersrsquo agreement with the statement that the product being expensive is an
important factor in their decision to register a product is associated most closely with
how many young children they have their financial situation and education level
73 Exposure to product recalls
Consumersrsquo exposure to product recall notices is associated most closely with their
online buying behaviour education level and occupation
69 A 70 A 71 A 68 A 69 A 69 A 70 AB 67 A 71 B
75 B 71 AB 68 A 69 A 66 AB 69 A 70 A 70 A
69 AB 70 AB 67 A 71 B 64 A 71 AB 70 AB 71 AB
69 A 70 A 69 A 69 A 71 AB 73 B 68 A
2018
q10_6 - How important are the following factors in your decision to register your contact details when buying a product - The product is
expensive
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_6 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
590 547 535 A 610 B 602 B 506 A 449 562 599
510 A 542 A 586 B 601 B 486 A 575 A 575 A 554 A
593 DE 602 DE 618 E 512 B 481 AB 520 ABC 446 A 564 CD
642 585 470 553 A 534 A 553 A 589
Retired
Online buying behaviour Children
q6 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q6 - Apart from the Ikea furniture and Samsung phone examples in the past 2 years have you seen or heard any other information notices
ads or announcements concerning the recall of a specific product - Yes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 35
Consumersrsquo exposure to product recalls for products they had purchased themselves is
associated most closely with their online buying behaviour gender and education
level
Consumersrsquo likelihood to have seen or heard information about product recalls in the
last 2 years is associated most closely with their gender age and education level
144 107 116 AB 142 C 135 BC 88 A 79 131 A 126 A
108 AB 121 ABC 122 B 147 C 84 A 133 B 128 AB 112 A
139 B 135 AB 135 B 96 A 95 AB 107 AB 92 A 129 AB
146 A 133 A 81 111 A 132 AB 123 AB 135 B
Retired
Online buying behaviour Children
q11 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q11 - In the last 2 years have you seen or received any notice or request to return a product you had purchased yourself - Yes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
846 741 727 822 A 819 A 802 A 743 800 A 796 A
730 A 776 AB 802 BC 824 C 753 ABC 819 B 778 A 792 AB
786 AB 788 AB 820 B 779 A 747 A 782 AB 788 AB 784 AB
811 B 781 A 796 AB 791 AB 750 A 778 AB 810 B
Retired
Online buying behaviour Childrenq7a_1 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7a_1 - In the last 2 years for which of the following product categories did you see or hear information about product recalls - Cars or other
motor vehicles
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 36
Consumersrsquo preference of receiving information about recalls of products they have
purchased via traditional press or media is associated most closely with their financial
status gender and age
Consumersrsquo preference of receiving information about recalls of products they have
purchased via online media is associated most closely with their age online buying
behaviour and with how many young children they have
809 842 787 839 A 838 A 842 A 786 A 839 820 A
798 A 841 B 840 B 780 A 755 A 831 A 822 A 823 A
814 ABC 808 ABC 843 D 815 BC 764 A 846 CD 772 AB 842 CD
801 831 A 842 A 828 A 816 A 816 A 828 A
Retired
Online buying behaviour Children
q18_1 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q18_1 - How would you prefer to receive information about recalls of products you have purchased - Traditional press or media
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
630 A 624 A 728 645 600 508 622 AB 640 B 615 A
597 A 635 A 632 A 615 A 602 A 623 A 635 A 620 A
629 ABC 656 C 646 C 643 BC 649 ABC 595 AB 643 ABC 587 A
686 654 532 627 A 672 B 642 AB 616 A
Retired
Online buying behaviour Children
q18_2 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q18_2 - How would you prefer to receive information about recalls of products you have purchased - Online media
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 37
Consumersrsquo preference to receive information about recalls of products they have
purchased directly is associated most closely with their online buying behaviour
gender and occupation
74 Consumer responses to product recalls
Consumersrsquo likelihood to check if a recall notice concerned a product they owned is
associated most closely with their online buying behaviour financial situation and
occupation
850 832 854 A 849 A 837 A 815 A 841 A 839 A 842 A
844 A 844 A 839 A 843 A 783 A 844 A 844 A 833 A
838 AB 871 B 846 AB 822 A 832 AB 838 AB 805 A 841 AB
877 835 A 813 A 835 A 809 A 843 A 848 A
Retired
Online buying behaviour Children
q18_6 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q18_6 - How would you prefer to receive information about recalls of products you have purchased - Directly
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
778 A 771 A 781 A 779 A 760 A 772 A 735 A 785 A 771 A
706 A 763 AB 792 C 771 BC 695 AB 780 A 772 A 771 A
768 AB 803 BC 817 C 723 A 717 A 760 ABC 774 ABC 742 A
812 765 A 735 A 760 A 782 A 798 A 776 A
2018
q7crow1_1 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You checked to see if it concerned a product you owned
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow1_1 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 38
Consumersrsquo likelihood to take no action even though they owned a recalled product is
associated most closely with their education level gender and financial status
Consumersrsquo likelihood to follow the instructions of the recall notice to send back the
product or contact the manufacturer or the seller is associated most closely with the
degree of urbanisation and their occupation
166 117 219 B 136 AB 122 AB 104 A 283 119 A 140 A
154 AB 163 B 138 B 130 B 56 A 136 A 142 A 145 A
136 ABC 131 ABC 111 AB 157 ABC 134 ABC 235 C 75 A 185 BC
136 A 141 A 152 A 132 A 113 A 140 A 154 A
2018
q7crow3_3 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You took no action even though you owned the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow3_3 - base EU28
respondents who have seen
or heard about product
recalls (N=2631)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
774 A 742 A 751 A 746 A 773 A 777 A 761 A 759 A 756 A
759 A 774 A 740 A 797 A 650 A 790 B 763 AB 719 A
796 A 835 A 770 A 735 A 651 A 743 A 651 A 703 A
770 A 760 A 730 A 721 A 797 A 742 A 780 A
2018
q7crow4_4 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You owned the product and followed the instructions of the recall notice to send back the product or
contact the manufacturerseller
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow4_4 - base EU28
respondents who have seen
or heard about product
recalls (N=2174)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 39
Consumersrsquo likelihood to tell other people about a product recall is associated most
closely with their financial status gender and age
75 Drivers of consumer actions
Consumersrsquo agreement with the statement that they would have taken action if the
potential danger was more clearly communicated and seemed serious is associated
most closely with how many young children they have and with their occupation
601 631 654 B 597 A 594 A 626 AB 636 AB 646 B 591 A
641 BC 676 C 622 B 524 A 551 AB 605 A 627 A 612 A
593 AB 639 AB 639 B 644 B 561 AB 548 A 604 AB 585 AB
619 AB 601 A 642 B 600 AB 588 AB 589 A 640 B
2018
q7crow5_5 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You told other people about it
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow5_5 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
894 A 906 A 884 A 901 A 904 A 917 A 915 A 912 A 891 A
920 A 902 A 903 A 890 A 862 A 908 A 901 A 892 A
876 A 915 AB 892 A 927 B 894 AB 924 AB 945 B 898 AB
901 A 895 A 912 A 911 AB 928 B 875 A 892 AB
Retired
Online buying behaviour Children q7cx1_1 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_1 - What would have made you take some action - If the potential danger was more clearly communicated and seemed serious
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 40
Consumersrsquo agreement with the statement that they would have taken action if the
specific action to take was more clearly communicated is associated most closely with
their financial status online buying behaviour and occupation
Consumersrsquo agreement with the statement that they would have taken action if the
product was expensive or valuable is associated most closely with their education
level age and financial status
836 A 852 A 832 AB 831 A 851 AB 883 B 849 A 858 A 834 A
866 AB 870 B 845 AB 812 A 761 A 841 A 834 A 857 A
841 AB 869 AB 838 AB 877 B 819 AB 862 AB 833 AB 822 A
842 AB 834 A 872 B 854 A 803 A 824 A 850 A
Retired
Online buying behaviour Children q7cx1_2 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_2 - What would have made you take some action - If the specific action to take was more clearly communicated
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
733 A 744 A 788 B 713 A 736 AB 724 AB 810 A 760 A 715
771 AB 773 B 733 A 701 A 713 AB 748 A 737 A 732 A
726 A 727 A 727 A 745 A 770 A 755 A 778 A 755 A
756 A 724 A 742 A 727 A 731 A 729 A 751 A
Retired
Online buying behaviour Children q7cx1_3 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_3 - What would have made you take some action - If the product was expensivevaluable
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 41
Consumersrsquo agreement with the statement that they would have taken action if they
knew someone who owned the product is associated most closely with their online
buying behaviour gender and occupation
Consumersrsquo agreement with the statement that they would have taken action if they
owned the product themselves is associated most closely with their financial status
their online buying behaviour and occupation
916 936 929 A 923 A 917 A 935 A 905 A 918 A 934 A
932 AB 923 AB 931 AB 910 A 955 B 918 A 931 A 927 A
928 AB 898 A 941 B 943 B 904 AB 882 AB 954 B 910 AB
951 911 A 917 A 915 A 894 A 920 A 938 A
Retired
Online buying behaviour Children q7cx1_4 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_4 - What would have made you take some action - If I knew someone who owned the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
976 A 983 A 983 A 979 A 974 A 980 A 981 A 983 A 977 A
989 BC 976 A 982 AB 973 A 995 C 980 A 979 A 979 A
975 AB 986 B 985 B 960 A 971 AB 981 AB 990 B 981 AB
986 B 973 A 981 AB 981 A 968 A 980 A 980 A
Retired
Online buying behaviour Children q7cx1_5 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10507)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_5 - What would have made you take some action - If I owned the product myself
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 42
Consumersrsquo agreement with the statement that it was clear which specific product was
recalled is associated most closely with their online buying behaviour
Consumersrsquo agreement with the statement that it was clear where the product has
been sold is associated most closely with their financial status and occupation
85 A 85 A 85 A 85 A 85 A 84 A 83 A 85 A 85 A
83 A 84 A 85 A 85 A 83 A 84 A 85 A 85 A
84 A 85 A 85 A 85 A 85 A 84 A 84 A 85 A
86 A 85 A 83 84 A 84 A 85 A 86 A
Retired
Online buying behaviour Childrenq7d_1 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_1 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear which specific product was recalled
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
74 A 75 A 76 A 75 A 74 A 73 A 73 A 76 A 74 A
73 A 73 A 75 AB 77 B 72 AB 75 A 75 A 74 A
74 A 73 A 75 AB 77 B 73 AB 72 A 74 AB 76 AB
74 A 75 A 75 A 74 A 74 A 75 A 75 A
Retired
Online buying behaviour Childrenq7d_2 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_2 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear where the product had been sold
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 43
Consumersrsquo agreement with the statement that it was clear what specific danger was
posed by the product is associated most closely with their age occupation and online
buying behaviour
Consumersrsquo agreement with the statement that it was clear who to contact for more
information is associated most closely with their online buying behaviour financial
status and with how many young children they have
79 A 80 A 79 AB 78 A 79 A 83 B 78 A 80 A 79 A
77 A 78 A 80 A 80 A 78 A 79 A 79 A 80 A
80 BC 77 A 80 BC 81 BC 78 ABC 80 ABC 83 C 78 AB
79 AB 80 B 78 A 78 A 79 A 80 A 80 A
Retired
Online buying behaviour Childrenq7d_3 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_3 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what specific danger was posed by the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
71 A 70 A 70 A 71 A 70 A 72 A 70 A 71 A 71 A
70 AB 69 A 71 AB 73 B 70 AB 71 A 71 A 71 A
71 AB 70 AB 70 A 73 B 68 AB 72 AB 72 AB 71 AB
72 B 71 AB 69 A 69 A 71 AB 73 B 72 B
Retired
Online buying behaviour Childrenq7d_4 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_4 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear who to contact for more information
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 44
Consumersrsquo agreement with the statement that it was clear what procedure to follow
to return replace or dispose of the product is associated most closely with their online
buying behaviour financial status and education level
Consumersrsquo agreement with the statement that it was clear what procedure to follow
to receive a reimbursement or compensation is associated most closely with their age
online buying behaviour and with how many young children they have
71 A 71 A 69 A 72 B 71 AB 72 AB 71 AB 73 B 70 A
68 A 70 A 71 A 74 B 70 AB 72 A 71 A 71 A
70 A 71 A 71 A 72 A 68 A 74 A 70 A 72 A
73 71 A 69 A 69 A 72 AB 71 AB 72 B
Retired
Online buying behaviour Childrenq7d_5 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_5 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what procedure to follow to return replace or dispose of the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
63 A 64 A 61 A 64 BC 62 AB 67 C 64 AB 65 B 62 A
62 AB 63 AB 64 AB 65 B 56 A 64 AB 64 B 62 A
62 A 62 A 63 A 67 B 63 AB 65 AB 69 B 64 AB
65 A 64 A 61 61 66 A 64 A 65 A
Retired
Online buying behaviour Childrenq7d_6 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_6 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what procedure to follow to receive a reimbursement or compensation
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 45
Consumersrsquo agreement with the statement that the communication was easy to access
and visible is associated most closely with their financial status gender and with how
many young children they have
Consumersrsquo agreement with the statement that minimum effort required on their part
is an important factor in their decision to register when buying a product is associated
most closely with their education level occupation and financial status
73 75 73 A 74 A 76 A 74 A 75 A 75 A 73 A
73 AB 72 A 75 B 77 66 A 74 A 75 A 74 A
74 A 73 A 75 A 75 A 74 A 72 A 73 A 73 A
75 A 74 A 73 A 73 A 75 AB 74 AB 75 B
Retired
Online buying behaviour Childrenq7d_7 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_7 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - The communication was easy to access and visible
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
75 A 77 A 78 B 76 AB 74 AB 73 A 81 75 A 75 A
79 BC 75 ABC 75 AB 78 C 68 A 76 A 75 A 76 A
73 B 75 BC 77 BC 76 BC 65 A 76 BC 71 ABC 78 C
77 A 75 A 74 A 75 A 75 A 74 A 77 A
Retired
Online buying behaviour Children q10_1 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q10_1 - How important are the following factors in your decision to register your contact details when buying a product - There is minimum
effort required on my part
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 46
Consumersrsquo agreement with the statement that receiving an incentive such as a
voucher discount or gift is an important factor in their decision to register when
buying a product is associated most closely with their financial status education level
and age
55 A 57 A 61 56 A 53 A 51 A 63 54 A 57 A
65 B 59 B 55 A 53 A 47 A 56 A 57 A 56 A
54 A 56 A 53 A 61 B 56 AB 58 AB 59 AB 58 AB
55 A 57 A 57 A 56 A 60 A 55 A 56 A
2018
q10_2 - How important are the following factors in your decision to register your contact details when buying a product - I receive an
incentive such as a voucher discount or gift
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_2 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 6
1 Introduction
This Annex completes the Final Report of the Survey on Consumer Behaviour and
Product Recall Effectiveness with further references and extended data breakdowns
The first six sections contain breakdowns for all questions asked in the survey (and for
which the sample size allows for statistically robust comparisons) by region and
country The last section contains breakdowns by sociodemographic characteristics of
the respondents for a selection of the most relevant questions
The visuals and results presented in this Annex follow the structure and flow of the
Final Report detailing the perceptions and experiences of European consumers in the
following areas
bull Section 1 Awareness ndash Are consumers aware in general of their rights and
manufacturersrsquosellers responsibilities What drives consumer awareness
bull Section 2 Product registration ndash Are consumers aware of the benefits of
product registration Do they register products after purchasing them and what
motivates them to do so
bull Section 3 Exposure to recalls ndash What proportion of consumers exposed to
product recall information Is exposure relevant for consumers and does it
differ per sector How can product recall information reach consumers more
effectively
bull Section 4 Consumer reponses ndash How do consumers react to product recall
information What drives consumer behaviour and consumer inaction
bull Section 5 Impact of recalls ndash How satisfied are consumers with product
recall information What can be improved to engage consumers and improve
the effectiveness of product recalls
These sections correspond to the five stages we have identified as part of the
consumer journey with product recalls as presented in the visual below1
Breakdown by region and country (Sections 1-5)
Data breakdowns in this Annex are presented consistently for each question asked in
the survey for the following categories
bull EU28 ndash all 28 Member States of the European Union
1 Reporting will focus on key results at EU28 level per region (North West East South) and per country where relevant
Awareness of rights and
responsibilities
Impact of product recalls
Consumer responses
Exposure to product
recalls
Product registration1
2
3
4
5
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 7
bull EU27_2019 ndash all 27 Member States of the European Union excluding the
United Kingdom
bull Region ndash North South East and West (see the table below for a breakdown)
bull Country ndash all 30 countries surveyed
The table below presents an overview of the distribution of all surveyed countries
included in the visuals by region including the respective abbreviations used for each
surveyed country
Each visual contains breakdowns of multiple question items Each question item is
represented by a single column with the highest and lowest three results within the 30
Country EU27_2019 EU28 Region North
Region East
Region South
Region West
AT Austria X X X
BE Belgium X X X
BG Bulgaria X X X
CY Cyprus X X X
CZ Czech Republic X X X
DE Germany X X X
DK Denmark X X X
EE Estonia X X X
EL Greece X X X
ES Spain X X X
FI Finland X X X
FR France X X X
HU Hungary X X X
HR Croatia X X X
IE Ireland X X X
IT Italy X X X
LT Lithuania X X X
LU Luxembourg X X X
LV Latvia X X X
MT Malta X X X
NL Netherlands X X X
PL Poland X X X
PT Portugal X X X
RO Romania X X X
SE Sweden X X X
SI Slovenia X X X
SK Slovakia X X X
UK United Kingdom X
NO Norway
IS Iceland
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 8
surveyed countries indicated by colour highlights green for the top three and blue for
the bottom three2
The visuals contain averages for each of the categories shown above which are
presented as proportions (eg 305) for binary variables or as averages (eg 75)
for scale variables Results presented in the visuals have been tested against the EU28
average to determine whether they differ statistically on the 05 significance level If
the difference is significant a star symbol () appears after the figure3
Breakdown by sociodemographic variable (Section 6)
The last section of the Annex presents a selection of visuals containing the results of a
multivariate analysis It was conducted to investigate the link between key
sociodemographic factors and consumer experiences and perceptions of product
recalls at different stages of the recall process It is structured along the five stages of
the consumer product recall journey and presents a breakdown based on the following
sociodemographic characteristics
bull Gender (male female)
bull Age (18-34 34-54 55-64 65+)
bull Level of education (low medium high ndash based on the ISCED classification)
bull Financial situation (very difficult fairly difficult fairly easy very easy)
bull Urbanisation (rural area small town large town)
bull Employment status (eight categories)4
bull Online buying behaviour (frequent occasional do not buy online)
bull Having children (no children younger than four four to 12 years older than
12)
The multivariate analysis uses various regression models to estimate differences
between the categories or levels of sociodemographic variables on key questions
It explores the relationship between a specific independent variable (eg age) and a
dependent variable (eg awareness of product recalls) while considering the effects
of other independent variables (eg gender education etc) This type of analysis is
considered more appropriate when exploring the impact of socio-demographic
variables due to the potential overlap (correlations) between different socio-
demographic factors which need to be considered when measuring the extent to which
one of these factors affects the dependent variables In all models a control variable
on the region of residence of the person interviewed (North South East and West)
has been included The following regression models are used for the analysis of the
different dependent variables
bull Logit models when the dependent variable is binary (ie it takes only two
possible values 0 and 1 eg trust in product safety trust in environmental
claims)
2 Please note that belonging to the top three countries (highest figures) for a certain question does not always indicate a positive result and vice versa As such each question should be interpreted separately based on its framing and content
3 It should be noted that the top and bottom three figures do not always differ statistically from the EU28 average This is reflected in the presence or absence of the star symbol () after the figure
4 Self-employed manager other white collar blue collar student unemployed seeking a job retired
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 9
bull Poisson models for dependent variables that can be thought of as a count
variable (eg knowledge of consumer rights trust in organisations)
bull Linear models when the dependent variable is assumed to be numerical and
linear (eg problems and complaints)
Each visual contains results from one question or question item The values shown in
the tables of the sociodemographic analysis are based on model estimates5
Statistically significant differences between categories or levels of a socio-demographic
variable are indicated with letters (eg A B) next to each figure The categories of a
socio-demographic variable are statistically significant different from each other
except when the categories share the same letter If two groups contain different
letters (eg A and B) or no letters at all this indicates that the results for these
groups are statistically different When a category is associated with a blank it is
statistically significant different from all the other categories Differences and
equalities for socio-demographic results are only considered within each
sociodemographic variable (eg 18-34 years old vs 35-54 years old) and not between
sociodemographic variables (eg 18-34 yearsrsquo old vs women)
In addition to differences across sociodemographic subgroups for each variable the
three sociodemographic characteristics most closely linked to the reported question
(eg awareness of product recalls) are reported below each visual They are reported
in order of the magnitude of the link starting with the strongest link
5 Model estimates are calculated using the margins function in Stata A margin is a statistic based on a fitted model calculated over a dataset in which some of or all the covariates are fixed at values different from what they really are In the models estimated for this report the margins function calculates the predicted means for the different values of a socio-demographic variable (eg age) while all the other covariates (including the other socio-demographic variables) are hold fixed In practice the estimated value of a dependant variable Y (eg the of persons who are aware of manufacturersrsquo legal responsibility to recall dangerous products) for the male category is obtained under the hypothesis that all the persons interviewed are males while their remaining sociodemographic characteristics (used in the model as regressors) corresponds to the categories observed in the sample In addition a pwcompare (group effects) option was added to the function to perform pairwise comparisons between all levels of a socio-demographic variable based on the estimated models These comparisons provided information to determine the variables with the closest link with the respective dependent variable
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 10
2 Awareness of rights and responsibilities
21 General awareness
Yes I think
they are
No I think
they are notI donrsquot know
EU28 755 114 131
EU27_2019 754 115 131
North 732 96 171
South 691 123 186
East 772 70 158
West 785 128 87
BE 733 140 126
BG 531 63 405
CZ 855 71 74
DK 655 160 185
DE 836 102 62
EE 905 10 85
IE 822 83 96
EL 705 27 268
ES 546 142 312
FR 740 188 72
HR 630 299 71
IT 804 135 61
CY 718 37 245
LV 761 28 210
LT 802 57 140
LU 799 102 100
HU 975 15 10
MT 579 90 331
NL 791 120 89
AT 805 110 85
PL 820 57 123
PT 650 73 277
RO 633 90 277
SI 931 09 60
SK 764 47 189
FI 840 54 106
SE 668 119 213
UK 765 107 128
IS 675 103 223
NO 761 108 131
The figure is significantly different (plt005) compared to the EU28 resultq5 - base all respondents N=25541
q5 - Do you know if manufacturers are legally required to recall products that are dangerous to consumers
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 11
22 Awareness by product category
q4 - Which of the following products do you believe can be subject to product recalls
Cars or other
motor vehicles
Home electrical
appliances such
as washing
machines water
boilers and
cookers
Electronic products
such as computers
mobile phones and
accessories such as
chargers
Products for
children such
as toys or
childcare
products
Cosmetics Any type of
product
EU28 864 857 877 913 735 640
EU27_2019 853 843 873 908 738 635
North 875 881 899 919 715 636
South 869 849 896 906 713 556
East 734 766 767 857 744 664
West 910 893 908 936 744 675
BE 906 838 859 916 722 740
BG 698 803 764 866 787 690
CZ 735 785 790 964 823 654
DK 919 792 854 935 749 557
DE 913 930 928 952 784 710
EE 904 939 948 834 619 759
IE 931 932 920 907 687 681
EL 880 889 869 938 865 815
ES 944 918 935 890 684 489
FR 864 794 887 913 737 601
HR 799 795 894 847 699 565
IT 817 793 878 927 709 532
CY 738 880 861 927 785 761
LV 748 806 823 822 641 636
LT 682 841 838 778 535 491
LU 845 861 874 872 655 685
HU 849 857 836 936 765 716
MT 836 827 805 890 768 760
NL 933 897 923 950 709 704
AT 923 887 896 939 785 748
PL 635 655 652 817 746 655
PT 847 825 867 814 701 701
RO 846 881 878 793 610 620
SI 951 938 927 954 885 917
SK 720 796 845 980 933 759
FI 902 975 982 966 814 749
SE 913 897 904 955 719 644
UK 944 953 906 942 712 674
IS 950 888 927 965 787 852
NO 935 857 874 933 682 650
q4 - base all respondents N=25541The figure is significantly different (plt005) compared to the EU28 result
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 12
23 Assigning responsibility
It is the
responsibility of
the
manufacturer
to recall the
product as soon
as they know
about the risks
it poses
It is the
responsibility of
the seller to
inform
consumers who
purchased the
product about
the risks it
poses
Consumers
who learn
about a recall
notice about a
product they
have purchased
should take
action
immediately
It is important
for consumers
to pay attention
to product
recalls
EU28 980 883 923 939
EU27_2019 980 879 919 938
North 983 908 889 936
South 980 902 944 947
East 986 869 932 950
West 978 875 912 930
BE 989 929 859 962
BG 978 858 924 949
CZ 991 942 931 950
DK 991 908 897 927
DE 987 858 924 928
EE 984 900 922 961
IE 990 933 964 951
EL 993 944 984 991
ES 987 972 985 957
FR 952 848 904 915
HR 930 871 893 910
IT 970 830 900 925
CY 995 943 989 994
LV 977 912 909 965
LT 983 907 919 976
LU 985 959 943 969
HU 997 858 943 959
MT 989 955 987 981
NL 982 891 757 930
AT 997 851 928 942
PL 986 806 948 937
PT 992 968 981 983
RO 993 931 969 977
SI 996 933 813 962
SK 979 965 757 955
FI 967 947 904 939
SE 988 888 859 918
UK 986 909 947 939
IS 998 959 946 982
NO 987 874 907 925
q8b - base all respondents N=25541
The figure is significantly different (plt005) compared to the EU28 result
q8b - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about product recalls
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 13
3 Product registration
31 General awareness
Yes I did No I didnrsquot
know
EU28 397 603
EU27_2019 385 615
North 304 696
South 369 631
East 334 666
West 445 555
BE 362 638
BG 279 721
CZ 350 650
DK 241 759
DE 405 595
EE 261 739
IE 444 556
EL 281 719
ES 277 723
FR 503 497
HR 454 546
IT 455 545
CY 236 764
LV 252 748
LT 292 708
LU 392 608
HU 418 582
MT 274 726
NL 379 621
AT 392 608
PL 289 711
PT 378 622
RO 348 652
SI 398 602
SK 375 625
FI 353 647
SE 333 667
UK 481 519
IS 229 771
NO 336 664
The figure is significantly different (plt005) compared to the EU28 result
q9a - base all respondents N=25541
q9a - Did you know that by registering a product you can be contacted directly in case there is a problem with that product
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 14
32 Consumer behaviour
Yes Sometimes No
EU28 401 286 313
EU27_2019 377 291 332
North 394 263 343
South 358 281 361
East 453 226 320
West 404 308 288
BE 420 264 315
BG 449 99 452
CZ 437 266 296
DK 442 207 352
DE 307 373 319
EE 327 337 335
IE 532 251 217
EL 492 307 201
ES 355 293 351
FR 377 298 325
HR 425 191 383
IT 339 278 383
CY 275 215 510
LV 346 191 464
LT 448 211 341
LU 198 282 520
HU 483 120 397
MT 476 135 389
NL 420 289 291
AT 341 305 354
PL 340 347 312
PT 406 248 346
RO 652 111 238
SI 397 152 451
SK 425 288 287
FI 316 417 267
SE 420 211 369
UK 536 258 205
IS 366 136 499
NO 471 206 323
The figure is significantly different (plt005) compared to the EU28 result
q9b - base consumers who know they can be contacted in case there is a problem
with a product after you registered the product N=9128
q9b - And do you usually register the product so you can be contacted in case of problems with that product
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 15
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 16
33 Drivers of consumer behaviour
Note for the following countries the base size is smaller than 100 LU CY EE LV LT MT and IS For these countries no robust comparisons can be made regarding q10
q10 - How important are the following factors in your decision to register your contact
details when buying a product
There is
minimum effort
required on my
part
I receive an
incentive such
as a voucher
discount or
gift
Registration will
allow the seller or
manufacturer to
inform me about
potential issues with
the product
I know my data
such as email
address will not
be used for
marketing
purposes
I trust the
brand or seller
The product is
expensive
EU28 76 56 86 85 81 69
EU27_2019 75 57 85 86 81 68
North 75 47 84 80 79 70
South 75 65 88 87 83 70
East 74 60 86 83 81 70
West 77 52 84 85 80 68
BE 68 55 84 79 78 66
BG 78 63 84 75 76 77
CZ 66 51 83 75 78 72
DK 72 38 83 79 80 64
DE 77 38 82 91 82 55
EE 73 59 87 84 77 78
IE 79 56 87 83 79 75
EL 78 61 89 83 74 75
ES 81 59 90 91 85 67
FR 76 71 86 86 81 76
HR 79 77 86 83 84 80
IT 70 67 87 85 83 71
CY 83 60 91 87 79 89
LV 72 69 82 74 76 77
LT 75 67 86 74 70 84
LU 75 66 79 80 76 63
HU 77 58 91 82 83 75
MT 82 58 88 88 88 63
NL 70 52 81 82 77 66
AT 77 47 82 88 83 53
PL 68 57 81 85 79 71
PT 77 68 90 87 83 74
RO 82 66 94 87 86 63
SI 77 65 89 71 82 75
SK 68 56 86 78 80 71
FI 79 44 85 85 83 68
SE 73 44 82 77 78 68
UK 79 50 86 79 78 76
IS 76 34 87 81 79 77
NO 68 43 81 79 73 68
q10 - base respondents who have registered a product so that they can be contacted in case there is a problem
with the product N=6175
The figure is significantly different (plt005) compared to the EU28 result
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 17
4 Exposure to product recalls
41 Overall exposure and exposure for products owned
Yes No Yes No
EU28 565 435 124 876
EU27_2019 543 457 119 881
North 606 394 84 916
South 456 544 130 870
East 463 537 54 946
West 657 343 152 848
BE 618 382 115 885
BG 222 778 29 971
CZ 613 387 45 955
DK 675 325 124 876
DE 676 324 166 834
EE 560 440 54 946
IE 707 293 167 833
EL 465 535 69 931
ES 313 687 91 909
FR 555 445 143 857
HR 505 495 157 843
IT 573 427 186 814
CY 261 739 15 985
LV 398 602 38 962
LT 380 620 32 968
LU 371 629 111 889
HU 486 514 60 940
MT 334 666 40 960
NL 692 308 103 897
AT 718 282 178 822
PL 434 566 56 944
PT 409 591 51 949
RO 447 553 45 955
SI 746 254 47 953
SK 572 428 35 965
FI 802 198 112 888
SE 569 431 74 926
UK 721 279 156 844
IS 648 352 79 921
NO 607 393 83 917
q6 amp q11 - base all respondents N=25541
The figure is significantly different (plt005) compared to the EU28 result
q6 - Apart from [two real-life examples of recalls] in the past 2 years have you seen or heard any other information notices ads or announcements concerning the recall of a specific product
q11 - In the last two years have you seen or received any notice or request to return a product you had purchased yourself
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 18
42 Exposure by product category
q7a - In the last 2 years for which of the following product categories did you see or
hear information about product recalls
Cars or other
motor vehicles
Home electrical
appliances such
as washing
machines water
boilers and
cookers
Electronic products
such as computers
mobile phones and
accessories such as
chargers
Products for
children Cosmetics Other
EU28 788 334 553 605 225 309
EU27_2019 777 274 547 616 247 313
North 732 272 589 692 148 259
South 788 226 558 570 276 204
East 667 212 506 669 283 339
West 827 412 560 591 198 342
BE 870 191 641 611 147 352
BG 624 144 362 530 229 120
CZ 610 173 445 894 241 257
DK 808 190 649 796 165 233
DE 878 266 492 551 211 359
EE 769 119 308 481 65 125
IE 845 427 650 570 164 416
EL 790 228 645 588 326 199
ES 889 130 445 656 350 53
FR 706 452 613 682 319 366
HR 730 374 611 717 424 229
IT 739 271 611 552 254 268
CY 474 198 197 494 138 118
LV 748 205 361 474 123 159
LT 644 418 644 561 172 216
LU 702 228 520 485 125 415
HU 739 246 450 639 163 239
MT 623 125 312 456 123 317
NL 788 256 595 751 173 410
AT 906 291 505 508 163 308
PL 583 161 503 643 322 443
PT 875 185 429 410 160 195
RO 891 332 657 546 235 289
SI 682 153 369 591 101 706
SK 459 130 380 805 506 263
FI 656 356 678 791 186 333
SE 750 263 535 626 118 259
UK 847 652 583 542 108 284
IS 869 96 526 799 117 202
NO 779 263 479 461 100 264
q7a - base respondents who have seen or heard about product recalls N=14093The figure is significantly different (plt005) compared to the EU28 result
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 19
Note Due to the low overall sample available is it not possible to draw statistically robust comparisons for specific countries Therefore no country results are displayed for questions q12a and q12b
43 Online versus offline purchases
q12a - Which product category did the recalled product belong to [this question refers
to general notices about product recalls]
Cars or other
motor
vehicles
Home electrical
appliances such
as washing
machines
water boilers
and cookers
Electronic
products such
as computers
tablets and
mobile phones
Electronic
product
accessories
such as
chargers and
adapters
Products for
childrenCosmetics Other
EU28 465 113 151 81 44 43 104
EU27_2019 436 100 167 84 50 49 114
North 352 116 165 115 93 11 148
South 404 97 161 133 40 56 109
East 238 118 227 89 108 69 151
West 530 119 135 54 34 35 93
q12a - base respondents who have seen or received notices about recalled products that they have
purchased N=2393
The figure is significantly different (plt005) compared to the EU28 result
q12b - Did you purchase the product
online or offline
Online Offline Donrsquot know
EU28 186 801 13
EU27_2019 191 798 12
North 154 782 64
South 144 850 06
East 260 726 15
West 197 791 12
q12b - base respondents who have seen or received notices about
recalled products that they have purchased N=2393
The figure is significantly different (plt005) compared to the EU28 result
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 20
44 Exposure by communication channel
q7b - How did you seehear about product recalls
Traditional
press or
media (eg
newspapers
television
radio etc)
Online media
A consumer
association or
a dedicated
information
service
platform
A physical
store
The sellerrsquos
or
manufacturer
rsquos website
A friend or
acquaintanceDonrsquot know
EU28 798 536 191 238 184 293 08
EU27_2019 796 537 194 221 183 305 07
North 797 507 111 139 146 183 11
South 772 540 210 171 172 377 06
East 754 608 151 128 218 303 07
West 819 519 202 301 183 270 08
BE 866 481 184 176 143 214 11
BG 673 391 32 55 112 189 18
CZ 848 612 210 116 245 303 02
DK 846 645 222 106 134 247 12
DE 868 507 162 307 136 254 06
EE 663 481 42 145 89 124 00
IE 808 580 195 320 208 270 16
EL 680 691 179 103 133 305 14
ES 883 520 171 140 111 345 04
FR 731 508 295 294 265 410 03
HR 602 384 274 199 320 513 00
IT 731 543 239 208 217 427 05
CY 567 344 22 35 144 199 00
LV 600 662 56 73 116 155 09
LT 659 702 154 170 227 348 29
LU 754 433 86 182 121 243 04
HU 729 547 125 86 108 198 03
MT 516 678 19 43 34 193 17
NL 832 569 216 207 185 168 16
AT 889 486 245 401 122 191 00
PL 668 689 143 124 246 272 11
PT 863 409 145 56 50 166 08
RO 898 628 167 178 228 452 08
SI 756 469 87 126 100 131 02
SK 791 549 70 83 193 201 00
FI 888 441 92 113 169 165 04
SE 760 408 58 184 130 132 13
UK 806 536 175 326 190 225 13
IS 850 680 157 128 155 202 00
NO 672 558 93 75 102 104 16
q7b - base respondents who have seen or heard about product recalls N=13835
The figure is significantly different (plt005) compared to the EU28 result
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 21
45 Preferred communication channels
q18 - How would you prefer to receive information about recalls of products you have
purchased
Traditional
press or media Online media
A consumer
association or a
dedicated
information
service platform
Visual
communication
The sellerrsquos or
manufacturerrsquos
website
Directly
Via a
notification
through a
mobile
application
EU28 825 624 545 635 559 840 554
EU27_2019 827 628 557 632 567 828 544
North 811 602 456 558 520 890 503
South 832 647 603 620 570 845 580
East 796 675 549 660 634 847 662
West 834 595 523 641 530 829 504
BE 866 625 544 629 592 878 576
BG 741 631 496 627 559 785 542
CZ 817 650 441 578 540 803 541
DK 832 661 498 492 404 881 437
DE 862 610 526 663 507 789 366
EE 800 636 370 551 480 866 468
IE 829 627 550 705 550 921 676
EL 749 725 676 603 605 855 716
ES 877 656 675 733 635 869 650
FR 793 545 556 606 558 769 544
HR 750 659 544 572 558 813 594
IT 817 632 520 535 514 819 491
CY 811 596 535 437 501 764 504
LV 690 654 497 667 585 840 587
LT 679 698 547 611 611 844 562
LU 861 618 467 675 583 747 446
HU 790 657 554 669 580 775 573
MT 732 687 595 498 487 957 700
NL 884 666 549 578 585 836 572
AT 905 616 636 703 525 837 412
PL 826 708 577 705 709 862 734
PT 817 623 708 651 580 888 662
RO 774 683 623 698 663 942 772
SI 684 524 337 405 275 659 227
SK 780 627 440 564 583 802 537
FI 903 624 478 562 554 905 577
SE 811 513 395 558 532 915 470
UK 808 597 458 652 505 928 619
IS 891 799 627 608 595 914 594
NO 703 536 416 475 387 933 499
q18 - base all respondents N=25541The figure is significantly different (plt005) compared to the EU28 result
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 22
5 Consumer responses to product recalls
51 Responses to general product recall information
Note the last column of this table is based on a derived proportion of those respondents who owned the product but 1) did not follow the instrution of the notice and 2) did not say that they took no action in response to it
52 Responses to product recalls for products owned
Note Due to the low overall sample available is it not possible to draw statistically robust comparisons for specific countries Therefore no country results are displayed for question q12c
You checked
to see if it
concerned a
product you
owned
You took no
action
because you
did not own
the product
Told other
people about
it
Owned the product
and followed the
instructions of the
recall notice
Took no
action even
though you
owned the
product
Took some action but
did not follow the
instructions of the
recall notice1
EU28 774 790 616 649 143 208
EU27_2019 765 802 625 634 161 205
North 659 801 447 467 198 335
South 827 802 731 748 130 123
East 684 783 665 424 157 419
West 790 786 577 694 139 168
The figure is significantly different (plt005) compared to the EU28 result
q7c1 - base respondents who have seen or heard about product recalls N=14093
q7c1 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the communication about the product recall
q12c - Thinking about this product recall what actions did you take in response
You contacted
the
manufacturer
seller for more
information
You contacted
the
manufacturer
seller for
reimbursement
You returned
the product
You threw
the product
away
You
continued
using the
product with
extra caution
You told
others about
the product
recall
You took no
action
EU28 557 413 463 73 312 490 39
EU27_2019 547 434 448 81 280 483 41
North 394 394 471 50 141 273 118
South 561 360 404 118 277 530 25
East 490 446 476 118 276 427 72
West 574 433 488 48 342 493 37
q12c - base respondents who have seen or received notices about recalled products that they have
purchased N=2393
The figure is significantly different (plt005) compared to the EU28 result
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 23
53 Drivers of consumer actions ndash hypothetical scenario
If the
potential
danger was
clearly
communicated
and it seemed
serious
If the specific
action to take
was clearly
communicate
d
If the product
was
expensiveva
luable
If there was
a financial
incentive
If I had
already
experienced
the issue that
was identified
in the
product recall
Other
EU28 955 935 799 648 919 440
EU27_2019 952 931 791 650 915 434
North 967 922 865 725 946 426
South 950 944 744 635 906 346
East 950 923 782 658 914 540
West 959 936 827 643 924 452
BE 940 921 837 664 888 540
BG 879 819 732 653 797 556
CZ 954 926 867 814 876 599
DK 970 888 852 726 940 358
DE 974 959 858 654 969 416
EE 974 933 897 760 962 754
IE 959 933 884 666 933 529
EL 962 934 818 660 938 483
ES 974 962 704 600 955 182
FR 917 874 743 638 833 402
HR 870 811 752 645 707 290
IT 924 926 734 635 851 365
CY 967 948 835 730 939 597
LV 924 914 899 859 934 641
LT 936 927 888 737 924 352
LU 950 923 884 712 959 552
HU 961 924 871 697 957 624
MT 949 928 849 769 906 481
NL 974 952 847 615 952 664
AT 971 957 865 663 973 382
PL 961 924 867 679 963 562
PT 984 972 893 747 973 804
RO 955 969 519 471 886 471
SI 987 982 945 887 987 545
SK 976 953 830 737 950 541
FI 975 946 875 653 967 541
SE 977 926 849 730 943 338
UK 979 962 853 634 948 485
IS 972 939 797 626 940 344
NO 961 931 877 780 948 429
q8a1 - base all respondents N=25541
The figure is significantly different (plt005) compared to the EU28 result
q8a1 - If you heard [about two real-life examples of product recalls] and you owned one of [the recalled products] what would have made you take any actions
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 24
If the potential
danger was
clearly
communicated
and it seemed
serious
If the specific
action to take
was clearly
communicated
If the product
was
expensiveva
luable
If there was
a financial
incentive
If the person I
knew had already
experienced the
issue that was
identified in the
product recall
Other
EU28 948 920 751 618 903 427
EU27_2019 943 916 745 622 898 422
North 948 887 780 636 887 405
South 947 927 708 609 898 327
East 946 921 760 638 914 552
West 949 920 767 613 902 433
BE 917 887 762 602 887 527
BG 869 820 737 637 805 555
CZ 953 917 836 794 919 600
DK 938 857 734 606 871 342
DE 958 937 802 636 945 395
EE 958 946 874 635 934 753
IE 962 939 802 609 929 516
EL 950 917 777 636 906 486
ES 980 946 656 570 959 144
FR 914 880 687 625 814 392
HR 866 843 712 644 722 294
IT 917 911 709 610 851 357
CY 854 808 692 577 808 491
LV 915 883 855 819 895 637
LT 934 889 826 712 870 349
LU 880 855 823 656 941 514
HU 954 916 819 679 912 634
MT 887 858 783 682 849 441
NL 945 898 758 553 876 637
AT 950 941 808 630 938 359
PL 956 925 847 661 960 576
PT 979 954 864 744 909 784
RO 956 962 506 454 889 498
SI 978 974 942 894 977 543
SK 968 940 806 663 938 530
FI 961 927 812 531 902 509
SE 955 874 748 655 886 308
UK 977 945 793 588 936 457
IS 964 900 726 518 912 335
NO 950 910 824 720 916 411
q8a2 - base all respondents N=25541
The figure is significantly different (plt005) compared to the EU28 result
q8a2 - If you heard [about two real-life examples of product recalls] and you knew someone who owned one of [the recalled products] what would have made you take any actions
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 25
54 Drivers of consumer actions ndash real scenario
q7cx1 - What would have made you take some action
If the potential
danger was
more clearly
communicated
and seemed
serious
If the specific
action to take
was more
clearly
communicated
If the product
was expensive
valuable
If I knew
someone who
owned the
product
If I owned the
product myself
EU28 900 843 739 926 979
EU27_2019 895 843 735 918 978
North 901 780 770 913 968
South 933 881 731 907 990
East 945 903 778 947 971
West 875 820 727 928 979
BE 921 837 753 916 975
BG 958 874 808 875 879
CZ 975 947 880 947 971
DK 934 873 759 944 978
DE 826 785 714 952 989
EE 961 887 885 955 992
IE 924 844 779 944 987
EL 984 950 860 944 990
ES 951 867 675 984 1000
FR 882 860 701 844 946
HR 892 837 847 820 890
IT 911 864 715 861 987
CY 973 963 891 950 988
LV 921 894 888 913 963
LT 918 868 852 856 969
LU 830 856 839 934 975
HU 932 924 791 951 984
MT 944 884 822 895 972
NL 888 778 746 924 979
AT 846 779 701 933 988
PL 963 911 849 972 983
PT 989 975 890 986 986
RO 896 850 500 926 972
SI 994 981 968 992 1000
SK 964 917 820 974 981
FI 877 701 764 884 964
SE 885 735 732 921 963
UK 929 847 760 969 989
IS 974 913 767 940 990
NO 865 813 857 941 978
The figure is significantly different (plt005) compared to the EU28 resultq7cx1 - base respondents who have seen or heard about product recalls but took no
action N=11741
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 26
6 The impact of product recalls
61 Responses from manufacturerssellers
Note Due to the low overall sample available is it not possible to draw statistically robust comparisons for specific countries Therefore no country results are displayed for questions q13 and q15
62 Consumer satisfaction with the recall experience
q13 - How did the manufacturerseller respond to your contact about
the recall
They offered
to repair the
product
They offered
to replace
the product
They asked
me to throw
the product
away
They asked
me to return
the product
They offered
to reimburse
me
They offered
no
compensation
EU28 689 585 46 513 343 247
EU27_2019 655 616 53 503 380 223
North 607 587 79 544 361 294
South 618 609 71 413 283 262
East 594 746 122 720 398 296
West 734 556 25 531 362 232
q13 - base respondents who have seen or received notices about recalled products that they have
purchased and made contact right away N=1248
The figure is significantly different (plt005) compared to the EU28 result
q15 - How satisfied or dissatisfied are you with
the following aspects of the product recall
process
The time it
required
The ease of
the process
The
compensatio
nreimburse
ment if any
The assistance
received from the
manufacturer
seller in resolving
any issues if any
EU28 71 76 70 78
EU27_2019 72 77 74 79
North 68 74 69 77
South 75 78 73 80
East 69 73 75 76
West 69 76 69 78
The figure is significantly different (plt005) compared to the EU28 result
q15 - base respondents who have seen or received notices about recalled
products that they have purchased N=2393
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 27
63 Satisfaction with product recall information
It was clear
which specific
product was
recalled
It was clear
where the
product had
been sold
It was clear
what specific
danger was
posed by the
product
It was clear
who to contact
for more
information
It was clear what
procedure to
follow to return
replace or
dispose of the
product
It was clear what
procedure to follow
to receive a
reimbursement or
compensation
The
communication
was easy to
access and
visible
EU28 85 75 79 71 71 63 74
EU27_2019 84 76 79 70 71 63 74
North 86 73 81 69 68 60 72
South 85 75 80 71 69 62 74
East 86 78 82 69 73 65 72
West 85 74 78 72 72 64 75
BE 85 76 75 68 68 58 73
BG 83 75 80 64 60 55 78
CZ 84 78 85 72 76 66 75
DK 85 72 79 67 68 57 67
DE 84 73 77 69 70 62 76
EE 90 75 82 68 62 51 78
IE 87 76 80 75 77 69 75
EL 85 68 77 62 65 51 71
ES 82 76 80 66 62 54 69
FR 82 78 77 75 74 70 74
HR 81 79 79 74 75 74 76
IT 86 77 81 74 73 67 77
CY 84 79 73 62 58 54 72
LV 85 71 80 58 58 48 72
LT 81 73 77 62 60 50 73
LU 74 70 69 65 65 62 75
HU 90 82 86 76 76 72 79
MT 85 71 78 64 64 58 70
NL 86 79 79 72 72 65 75
AT 80 70 76 67 65 57 75
PL 83 75 78 62 70 59 62
PT 85 64 77 67 65 55 75
RO 90 80 84 75 74 68 80
SI 92 84 83 81 80 72 83
SK 93 79 88 70 74 65 79
FI 88 77 85 77 80 73 74
SE 87 70 80 67 63 56 72
UK 87 71 81 73 74 64 74
IS 91 76 83 72 65 60 69
NO 87 69 81 69 68 63 73
q7d - base respondents who have seen or heard about product recalls N=14093The figure is significantly different (plt005) compared to the EU28 result
q7d - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you remember seing or hearing in the past 2 years
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 28
64 Satisfaction with product recall information
Note Due to the low overall sample available is it not possible to draw statistically robust comparisons for specific countries Therefore no country results are displayed for question q16
q16 - Thinking about this product recall experience
which of the following statements apply to you
It increased
my confidence
in the
brandsellersh
op
I became more
distrustful of
the
brandsellersh
op
I started
paying more
attention to
information
about
product
recalls
EU28 544 301 635
EU27_2019 544 295 665
North 644 211 533
South 491 331 777
East 588 353 721
West 556 285 565
The figure is significantly different (plt005) compared to the EU28 result
q16 - base respondents who have seen or received notices about recalled
products that they have purchased N=2393
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 29
7 Vulnerable consumers
71 Awareness of rights and responsibilities
Consumersrsquo awareness of manufacturers being legally required to recall dangerous
products is associated most closely with their financial situation followed by
occupation and education
Consumersrsquo agreement with the statement that it is the responsibility of the
manufacturer to recall the product as soon as they know about the risks it poses is
associated most closely with their education level their age and with how many young
children they have
759 A 754 A 734 A 762 A 765 A 766 A 715 766 A 756 A
758 A 757 A 753 A 777 A 668 767 B 761 AB 740 A
781 BC 789 C 787 C 722 A 728 AB 702 A 707 A 740 AB
780 751 A 742 A 742 A 770 A 757 A 765 A
Retired
Online buying behaviour Children
q5_1 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q5_1 - Do you know if manufacturers are legally required to recall products that are dangerous to consumers - Yes I think they are
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
979 A 982 A 983 AB 984 B 972 A 978 AB 985 A 987 A 972
980 A 980 A 982 A 980 A 963 A 979 A 978 A 985 A
985 A 980 A 985 A 975 A 975 A 968 A 966 A 981 A
983 A 979 A 981 A 976 A 973 AB 983 AB 984 B
Retired
Online buying behaviour Children
q8b_1 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_1 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - It is the responsibility of the manufacturer to recall the product as soon as they know about the risks it poses
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 30
Consumersrsquo agreement with the statement that it is the responsibility of the seller to
inform consumers who purchased the product about the risk it poses is associated
most closely with their online buying behaviour their education level and their
occupation
Consumersrsquo agreement with the statement that consumers who learn about a recall
notice about a product they have purchased should act immediately is associated most
closely with their education level gender and financial status
884 A 883 A 891 A 885 A 882 A 866 A 909 A 898 A 867
870 AB 896 B 890 B 852 A 871 AB 881 A 884 A 885 A
876 ABC 894 BC 866 A 890 BC 845 AB 913 C 893 ABC 904 C
877 A 871 A 913 881 A 866 A 878 A 890 A
Retired
Online buying behaviour Children
q8b_2 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_2 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - It is the responsibility of the seller to inform consumers who purchased the product about the risks it poses
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
914 933 918 A 917 A 930 A 939 A 946 A 936 A 909
949 C 932 BC 926 B 895 A 918 ABC 919 A 929 A 920 A
923 A 917 A 920 A 926 A 927 A 919 A 946 A 926 A
926 A 918 A 929 A 908 A 914 AB 925 AB 937 B
Retired
Online buying behaviour Children
q8b_3 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_3 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - Consumers who learn about a recall notice about a product they have purchased should take action immediately
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 31
Consumersrsquo agreement with the statement that it is important for them to pay
attention to product recalls is associated most closely with their gender how many
young children they have and their age
72 Product registration
Consumersrsquo awareness that by registering a product they can be contacted directly in
case there is a problem with this product is associated most closely with their gender
their online buying behaviour and their education level
931 948 928 A 940 AB 939 A 958 B 943 AB 948 B 931 A
931 AB 938 AB 947 B 929 A 890 AB 941 A 941 A 936 A
932 A 943 A 946 A 942 A 932 A 938 A 927 A 931 A
939 A 935 A 948 A 926 A 934 A 930 A 956
Retired
Online buying behaviour Children
q8b_4 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_4 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - It is important for consumers to pay attention to product recalls
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
458 340 377 AB 418 C 413 BC 371 A 342 400 A 405 A
387 AB 389 A 390 A 434 B 413 AB 403 A 405 A 383 A
440 C 438 C 409 BC 381 AB 335 A 352 A 347 AB 385 AB
457 408 317 381 A 428 B 381 AB 410 AB
Retired
Online buying behaviour Children
q9a - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q9a - Did you know that by registering a product you can be contacted directly in case there is a problem with that product - Yes I did
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 32
Registering a product in order to be contacted in case of problems with a product is
associated most closely with consumersrsquo online buying behaviour their financial status
and their age
Consumersrsquo agreement with the statement that allowing the seller or manufacturer to
inform them about potential issues with the product is an important factor in their
decision to register a product is associated most closely with their financial status
710 A 716 A 721 AB 684 A 713 AB 774 B 746 A 705 A 714 A
815 B 709 A 701 A 709 A 768 AB 710 A 704 A 725 A
722 AB 729 AB 687 A 747 B 736 AB 697 AB 681 AB 721 AB
679 A 711 A 780 710 A 697 A 709 A 719 A
Retired
Online buying behaviour Children q9b - base EU28
respondents that know you
can be contacted in case
there is a problem with a
product after you registered
the product (N=8665)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q9b - And do you usually register the product so you can be contacted in case of problems with that product - Yes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
85 A 86 A 85 A 86 A 86 A 84 A 85 A 86 A 85 A
86 AB 84 A 86 AB 86 B 84 AB 85 A 86 A 86 A
85 A 86 A 85 A 87 A 83 A 84 A 85 A 87 A
86 A 86 A 85 A 85 A 84 A 86 A 86 A
2018
q10_3 - How important are the following factors in your decision to register your contact details when buying a product - Registration will
allow the seller or manufacturer to inform me about potential issues with the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_3 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 33
Consumersrsquo agreement with the statement that knowing that their data will not be
used for marketing purposes is an important factor in their decision to register a
product is associated most closely with their gender online buying behaviour and
education level
Consumersrsquo agreement with the statement that having trust in the brand or the seller
is an important factor in their decision to register a product is associated most closely
with their financial situation
83 87 85 AB 86 B 83 A 84 AB 81 A 86 B 84 AB
88 B 83 A 84 A 86 AB 83 AB 85 A 85 A 85 A
85 A 84 A 86 A 84 A 84 A 86 A 81 A 83 A
85 A 86 A 81 83 A 85 AB 83 A 86 B
2018
q10_4 - How important are the following factors in your decision to register your contact details when buying a product - I know my data
such as email address will not be used for marketing purposes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_4 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
80 A 81 A 81 A 82 A 80 A 79 A 82 A 81 A 80 A
81 AB 79 A 81 B 82 B 76 AB 80 A 81 A 80 A
80 A 82 A 81 A 80 A 77 A 81 A 77 A 82 A
81 A 81 A 78 A 81 A 79 A 80 A 81 A
2018
q10_5 - How important are the following factors in your decision to register your contact details when buying a product - I trust the brand or
seller
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_5 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 34
Consumersrsquo agreement with the statement that the product being expensive is an
important factor in their decision to register a product is associated most closely with
how many young children they have their financial situation and education level
73 Exposure to product recalls
Consumersrsquo exposure to product recall notices is associated most closely with their
online buying behaviour education level and occupation
69 A 70 A 71 A 68 A 69 A 69 A 70 AB 67 A 71 B
75 B 71 AB 68 A 69 A 66 AB 69 A 70 A 70 A
69 AB 70 AB 67 A 71 B 64 A 71 AB 70 AB 71 AB
69 A 70 A 69 A 69 A 71 AB 73 B 68 A
2018
q10_6 - How important are the following factors in your decision to register your contact details when buying a product - The product is
expensive
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_6 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
590 547 535 A 610 B 602 B 506 A 449 562 599
510 A 542 A 586 B 601 B 486 A 575 A 575 A 554 A
593 DE 602 DE 618 E 512 B 481 AB 520 ABC 446 A 564 CD
642 585 470 553 A 534 A 553 A 589
Retired
Online buying behaviour Children
q6 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q6 - Apart from the Ikea furniture and Samsung phone examples in the past 2 years have you seen or heard any other information notices
ads or announcements concerning the recall of a specific product - Yes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 35
Consumersrsquo exposure to product recalls for products they had purchased themselves is
associated most closely with their online buying behaviour gender and education
level
Consumersrsquo likelihood to have seen or heard information about product recalls in the
last 2 years is associated most closely with their gender age and education level
144 107 116 AB 142 C 135 BC 88 A 79 131 A 126 A
108 AB 121 ABC 122 B 147 C 84 A 133 B 128 AB 112 A
139 B 135 AB 135 B 96 A 95 AB 107 AB 92 A 129 AB
146 A 133 A 81 111 A 132 AB 123 AB 135 B
Retired
Online buying behaviour Children
q11 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q11 - In the last 2 years have you seen or received any notice or request to return a product you had purchased yourself - Yes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
846 741 727 822 A 819 A 802 A 743 800 A 796 A
730 A 776 AB 802 BC 824 C 753 ABC 819 B 778 A 792 AB
786 AB 788 AB 820 B 779 A 747 A 782 AB 788 AB 784 AB
811 B 781 A 796 AB 791 AB 750 A 778 AB 810 B
Retired
Online buying behaviour Childrenq7a_1 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7a_1 - In the last 2 years for which of the following product categories did you see or hear information about product recalls - Cars or other
motor vehicles
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 36
Consumersrsquo preference of receiving information about recalls of products they have
purchased via traditional press or media is associated most closely with their financial
status gender and age
Consumersrsquo preference of receiving information about recalls of products they have
purchased via online media is associated most closely with their age online buying
behaviour and with how many young children they have
809 842 787 839 A 838 A 842 A 786 A 839 820 A
798 A 841 B 840 B 780 A 755 A 831 A 822 A 823 A
814 ABC 808 ABC 843 D 815 BC 764 A 846 CD 772 AB 842 CD
801 831 A 842 A 828 A 816 A 816 A 828 A
Retired
Online buying behaviour Children
q18_1 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q18_1 - How would you prefer to receive information about recalls of products you have purchased - Traditional press or media
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
630 A 624 A 728 645 600 508 622 AB 640 B 615 A
597 A 635 A 632 A 615 A 602 A 623 A 635 A 620 A
629 ABC 656 C 646 C 643 BC 649 ABC 595 AB 643 ABC 587 A
686 654 532 627 A 672 B 642 AB 616 A
Retired
Online buying behaviour Children
q18_2 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q18_2 - How would you prefer to receive information about recalls of products you have purchased - Online media
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 37
Consumersrsquo preference to receive information about recalls of products they have
purchased directly is associated most closely with their online buying behaviour
gender and occupation
74 Consumer responses to product recalls
Consumersrsquo likelihood to check if a recall notice concerned a product they owned is
associated most closely with their online buying behaviour financial situation and
occupation
850 832 854 A 849 A 837 A 815 A 841 A 839 A 842 A
844 A 844 A 839 A 843 A 783 A 844 A 844 A 833 A
838 AB 871 B 846 AB 822 A 832 AB 838 AB 805 A 841 AB
877 835 A 813 A 835 A 809 A 843 A 848 A
Retired
Online buying behaviour Children
q18_6 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q18_6 - How would you prefer to receive information about recalls of products you have purchased - Directly
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
778 A 771 A 781 A 779 A 760 A 772 A 735 A 785 A 771 A
706 A 763 AB 792 C 771 BC 695 AB 780 A 772 A 771 A
768 AB 803 BC 817 C 723 A 717 A 760 ABC 774 ABC 742 A
812 765 A 735 A 760 A 782 A 798 A 776 A
2018
q7crow1_1 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You checked to see if it concerned a product you owned
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow1_1 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 38
Consumersrsquo likelihood to take no action even though they owned a recalled product is
associated most closely with their education level gender and financial status
Consumersrsquo likelihood to follow the instructions of the recall notice to send back the
product or contact the manufacturer or the seller is associated most closely with the
degree of urbanisation and their occupation
166 117 219 B 136 AB 122 AB 104 A 283 119 A 140 A
154 AB 163 B 138 B 130 B 56 A 136 A 142 A 145 A
136 ABC 131 ABC 111 AB 157 ABC 134 ABC 235 C 75 A 185 BC
136 A 141 A 152 A 132 A 113 A 140 A 154 A
2018
q7crow3_3 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You took no action even though you owned the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow3_3 - base EU28
respondents who have seen
or heard about product
recalls (N=2631)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
774 A 742 A 751 A 746 A 773 A 777 A 761 A 759 A 756 A
759 A 774 A 740 A 797 A 650 A 790 B 763 AB 719 A
796 A 835 A 770 A 735 A 651 A 743 A 651 A 703 A
770 A 760 A 730 A 721 A 797 A 742 A 780 A
2018
q7crow4_4 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You owned the product and followed the instructions of the recall notice to send back the product or
contact the manufacturerseller
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow4_4 - base EU28
respondents who have seen
or heard about product
recalls (N=2174)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 39
Consumersrsquo likelihood to tell other people about a product recall is associated most
closely with their financial status gender and age
75 Drivers of consumer actions
Consumersrsquo agreement with the statement that they would have taken action if the
potential danger was more clearly communicated and seemed serious is associated
most closely with how many young children they have and with their occupation
601 631 654 B 597 A 594 A 626 AB 636 AB 646 B 591 A
641 BC 676 C 622 B 524 A 551 AB 605 A 627 A 612 A
593 AB 639 AB 639 B 644 B 561 AB 548 A 604 AB 585 AB
619 AB 601 A 642 B 600 AB 588 AB 589 A 640 B
2018
q7crow5_5 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You told other people about it
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow5_5 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
894 A 906 A 884 A 901 A 904 A 917 A 915 A 912 A 891 A
920 A 902 A 903 A 890 A 862 A 908 A 901 A 892 A
876 A 915 AB 892 A 927 B 894 AB 924 AB 945 B 898 AB
901 A 895 A 912 A 911 AB 928 B 875 A 892 AB
Retired
Online buying behaviour Children q7cx1_1 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_1 - What would have made you take some action - If the potential danger was more clearly communicated and seemed serious
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 40
Consumersrsquo agreement with the statement that they would have taken action if the
specific action to take was more clearly communicated is associated most closely with
their financial status online buying behaviour and occupation
Consumersrsquo agreement with the statement that they would have taken action if the
product was expensive or valuable is associated most closely with their education
level age and financial status
836 A 852 A 832 AB 831 A 851 AB 883 B 849 A 858 A 834 A
866 AB 870 B 845 AB 812 A 761 A 841 A 834 A 857 A
841 AB 869 AB 838 AB 877 B 819 AB 862 AB 833 AB 822 A
842 AB 834 A 872 B 854 A 803 A 824 A 850 A
Retired
Online buying behaviour Children q7cx1_2 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_2 - What would have made you take some action - If the specific action to take was more clearly communicated
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
733 A 744 A 788 B 713 A 736 AB 724 AB 810 A 760 A 715
771 AB 773 B 733 A 701 A 713 AB 748 A 737 A 732 A
726 A 727 A 727 A 745 A 770 A 755 A 778 A 755 A
756 A 724 A 742 A 727 A 731 A 729 A 751 A
Retired
Online buying behaviour Children q7cx1_3 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_3 - What would have made you take some action - If the product was expensivevaluable
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 41
Consumersrsquo agreement with the statement that they would have taken action if they
knew someone who owned the product is associated most closely with their online
buying behaviour gender and occupation
Consumersrsquo agreement with the statement that they would have taken action if they
owned the product themselves is associated most closely with their financial status
their online buying behaviour and occupation
916 936 929 A 923 A 917 A 935 A 905 A 918 A 934 A
932 AB 923 AB 931 AB 910 A 955 B 918 A 931 A 927 A
928 AB 898 A 941 B 943 B 904 AB 882 AB 954 B 910 AB
951 911 A 917 A 915 A 894 A 920 A 938 A
Retired
Online buying behaviour Children q7cx1_4 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_4 - What would have made you take some action - If I knew someone who owned the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
976 A 983 A 983 A 979 A 974 A 980 A 981 A 983 A 977 A
989 BC 976 A 982 AB 973 A 995 C 980 A 979 A 979 A
975 AB 986 B 985 B 960 A 971 AB 981 AB 990 B 981 AB
986 B 973 A 981 AB 981 A 968 A 980 A 980 A
Retired
Online buying behaviour Children q7cx1_5 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10507)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_5 - What would have made you take some action - If I owned the product myself
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 42
Consumersrsquo agreement with the statement that it was clear which specific product was
recalled is associated most closely with their online buying behaviour
Consumersrsquo agreement with the statement that it was clear where the product has
been sold is associated most closely with their financial status and occupation
85 A 85 A 85 A 85 A 85 A 84 A 83 A 85 A 85 A
83 A 84 A 85 A 85 A 83 A 84 A 85 A 85 A
84 A 85 A 85 A 85 A 85 A 84 A 84 A 85 A
86 A 85 A 83 84 A 84 A 85 A 86 A
Retired
Online buying behaviour Childrenq7d_1 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_1 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear which specific product was recalled
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
74 A 75 A 76 A 75 A 74 A 73 A 73 A 76 A 74 A
73 A 73 A 75 AB 77 B 72 AB 75 A 75 A 74 A
74 A 73 A 75 AB 77 B 73 AB 72 A 74 AB 76 AB
74 A 75 A 75 A 74 A 74 A 75 A 75 A
Retired
Online buying behaviour Childrenq7d_2 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_2 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear where the product had been sold
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 43
Consumersrsquo agreement with the statement that it was clear what specific danger was
posed by the product is associated most closely with their age occupation and online
buying behaviour
Consumersrsquo agreement with the statement that it was clear who to contact for more
information is associated most closely with their online buying behaviour financial
status and with how many young children they have
79 A 80 A 79 AB 78 A 79 A 83 B 78 A 80 A 79 A
77 A 78 A 80 A 80 A 78 A 79 A 79 A 80 A
80 BC 77 A 80 BC 81 BC 78 ABC 80 ABC 83 C 78 AB
79 AB 80 B 78 A 78 A 79 A 80 A 80 A
Retired
Online buying behaviour Childrenq7d_3 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_3 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what specific danger was posed by the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
71 A 70 A 70 A 71 A 70 A 72 A 70 A 71 A 71 A
70 AB 69 A 71 AB 73 B 70 AB 71 A 71 A 71 A
71 AB 70 AB 70 A 73 B 68 AB 72 AB 72 AB 71 AB
72 B 71 AB 69 A 69 A 71 AB 73 B 72 B
Retired
Online buying behaviour Childrenq7d_4 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_4 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear who to contact for more information
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 44
Consumersrsquo agreement with the statement that it was clear what procedure to follow
to return replace or dispose of the product is associated most closely with their online
buying behaviour financial status and education level
Consumersrsquo agreement with the statement that it was clear what procedure to follow
to receive a reimbursement or compensation is associated most closely with their age
online buying behaviour and with how many young children they have
71 A 71 A 69 A 72 B 71 AB 72 AB 71 AB 73 B 70 A
68 A 70 A 71 A 74 B 70 AB 72 A 71 A 71 A
70 A 71 A 71 A 72 A 68 A 74 A 70 A 72 A
73 71 A 69 A 69 A 72 AB 71 AB 72 B
Retired
Online buying behaviour Childrenq7d_5 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_5 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what procedure to follow to return replace or dispose of the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
63 A 64 A 61 A 64 BC 62 AB 67 C 64 AB 65 B 62 A
62 AB 63 AB 64 AB 65 B 56 A 64 AB 64 B 62 A
62 A 62 A 63 A 67 B 63 AB 65 AB 69 B 64 AB
65 A 64 A 61 61 66 A 64 A 65 A
Retired
Online buying behaviour Childrenq7d_6 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_6 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what procedure to follow to receive a reimbursement or compensation
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 45
Consumersrsquo agreement with the statement that the communication was easy to access
and visible is associated most closely with their financial status gender and with how
many young children they have
Consumersrsquo agreement with the statement that minimum effort required on their part
is an important factor in their decision to register when buying a product is associated
most closely with their education level occupation and financial status
73 75 73 A 74 A 76 A 74 A 75 A 75 A 73 A
73 AB 72 A 75 B 77 66 A 74 A 75 A 74 A
74 A 73 A 75 A 75 A 74 A 72 A 73 A 73 A
75 A 74 A 73 A 73 A 75 AB 74 AB 75 B
Retired
Online buying behaviour Childrenq7d_7 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_7 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - The communication was easy to access and visible
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
75 A 77 A 78 B 76 AB 74 AB 73 A 81 75 A 75 A
79 BC 75 ABC 75 AB 78 C 68 A 76 A 75 A 76 A
73 B 75 BC 77 BC 76 BC 65 A 76 BC 71 ABC 78 C
77 A 75 A 74 A 75 A 75 A 74 A 77 A
Retired
Online buying behaviour Children q10_1 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q10_1 - How important are the following factors in your decision to register your contact details when buying a product - There is minimum
effort required on my part
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 46
Consumersrsquo agreement with the statement that receiving an incentive such as a
voucher discount or gift is an important factor in their decision to register when
buying a product is associated most closely with their financial status education level
and age
55 A 57 A 61 56 A 53 A 51 A 63 54 A 57 A
65 B 59 B 55 A 53 A 47 A 56 A 57 A 56 A
54 A 56 A 53 A 61 B 56 AB 58 AB 59 AB 58 AB
55 A 57 A 57 A 56 A 60 A 55 A 56 A
2018
q10_2 - How important are the following factors in your decision to register your contact details when buying a product - I receive an
incentive such as a voucher discount or gift
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_2 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 7
bull EU27_2019 ndash all 27 Member States of the European Union excluding the
United Kingdom
bull Region ndash North South East and West (see the table below for a breakdown)
bull Country ndash all 30 countries surveyed
The table below presents an overview of the distribution of all surveyed countries
included in the visuals by region including the respective abbreviations used for each
surveyed country
Each visual contains breakdowns of multiple question items Each question item is
represented by a single column with the highest and lowest three results within the 30
Country EU27_2019 EU28 Region North
Region East
Region South
Region West
AT Austria X X X
BE Belgium X X X
BG Bulgaria X X X
CY Cyprus X X X
CZ Czech Republic X X X
DE Germany X X X
DK Denmark X X X
EE Estonia X X X
EL Greece X X X
ES Spain X X X
FI Finland X X X
FR France X X X
HU Hungary X X X
HR Croatia X X X
IE Ireland X X X
IT Italy X X X
LT Lithuania X X X
LU Luxembourg X X X
LV Latvia X X X
MT Malta X X X
NL Netherlands X X X
PL Poland X X X
PT Portugal X X X
RO Romania X X X
SE Sweden X X X
SI Slovenia X X X
SK Slovakia X X X
UK United Kingdom X
NO Norway
IS Iceland
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 8
surveyed countries indicated by colour highlights green for the top three and blue for
the bottom three2
The visuals contain averages for each of the categories shown above which are
presented as proportions (eg 305) for binary variables or as averages (eg 75)
for scale variables Results presented in the visuals have been tested against the EU28
average to determine whether they differ statistically on the 05 significance level If
the difference is significant a star symbol () appears after the figure3
Breakdown by sociodemographic variable (Section 6)
The last section of the Annex presents a selection of visuals containing the results of a
multivariate analysis It was conducted to investigate the link between key
sociodemographic factors and consumer experiences and perceptions of product
recalls at different stages of the recall process It is structured along the five stages of
the consumer product recall journey and presents a breakdown based on the following
sociodemographic characteristics
bull Gender (male female)
bull Age (18-34 34-54 55-64 65+)
bull Level of education (low medium high ndash based on the ISCED classification)
bull Financial situation (very difficult fairly difficult fairly easy very easy)
bull Urbanisation (rural area small town large town)
bull Employment status (eight categories)4
bull Online buying behaviour (frequent occasional do not buy online)
bull Having children (no children younger than four four to 12 years older than
12)
The multivariate analysis uses various regression models to estimate differences
between the categories or levels of sociodemographic variables on key questions
It explores the relationship between a specific independent variable (eg age) and a
dependent variable (eg awareness of product recalls) while considering the effects
of other independent variables (eg gender education etc) This type of analysis is
considered more appropriate when exploring the impact of socio-demographic
variables due to the potential overlap (correlations) between different socio-
demographic factors which need to be considered when measuring the extent to which
one of these factors affects the dependent variables In all models a control variable
on the region of residence of the person interviewed (North South East and West)
has been included The following regression models are used for the analysis of the
different dependent variables
bull Logit models when the dependent variable is binary (ie it takes only two
possible values 0 and 1 eg trust in product safety trust in environmental
claims)
2 Please note that belonging to the top three countries (highest figures) for a certain question does not always indicate a positive result and vice versa As such each question should be interpreted separately based on its framing and content
3 It should be noted that the top and bottom three figures do not always differ statistically from the EU28 average This is reflected in the presence or absence of the star symbol () after the figure
4 Self-employed manager other white collar blue collar student unemployed seeking a job retired
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 9
bull Poisson models for dependent variables that can be thought of as a count
variable (eg knowledge of consumer rights trust in organisations)
bull Linear models when the dependent variable is assumed to be numerical and
linear (eg problems and complaints)
Each visual contains results from one question or question item The values shown in
the tables of the sociodemographic analysis are based on model estimates5
Statistically significant differences between categories or levels of a socio-demographic
variable are indicated with letters (eg A B) next to each figure The categories of a
socio-demographic variable are statistically significant different from each other
except when the categories share the same letter If two groups contain different
letters (eg A and B) or no letters at all this indicates that the results for these
groups are statistically different When a category is associated with a blank it is
statistically significant different from all the other categories Differences and
equalities for socio-demographic results are only considered within each
sociodemographic variable (eg 18-34 years old vs 35-54 years old) and not between
sociodemographic variables (eg 18-34 yearsrsquo old vs women)
In addition to differences across sociodemographic subgroups for each variable the
three sociodemographic characteristics most closely linked to the reported question
(eg awareness of product recalls) are reported below each visual They are reported
in order of the magnitude of the link starting with the strongest link
5 Model estimates are calculated using the margins function in Stata A margin is a statistic based on a fitted model calculated over a dataset in which some of or all the covariates are fixed at values different from what they really are In the models estimated for this report the margins function calculates the predicted means for the different values of a socio-demographic variable (eg age) while all the other covariates (including the other socio-demographic variables) are hold fixed In practice the estimated value of a dependant variable Y (eg the of persons who are aware of manufacturersrsquo legal responsibility to recall dangerous products) for the male category is obtained under the hypothesis that all the persons interviewed are males while their remaining sociodemographic characteristics (used in the model as regressors) corresponds to the categories observed in the sample In addition a pwcompare (group effects) option was added to the function to perform pairwise comparisons between all levels of a socio-demographic variable based on the estimated models These comparisons provided information to determine the variables with the closest link with the respective dependent variable
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 10
2 Awareness of rights and responsibilities
21 General awareness
Yes I think
they are
No I think
they are notI donrsquot know
EU28 755 114 131
EU27_2019 754 115 131
North 732 96 171
South 691 123 186
East 772 70 158
West 785 128 87
BE 733 140 126
BG 531 63 405
CZ 855 71 74
DK 655 160 185
DE 836 102 62
EE 905 10 85
IE 822 83 96
EL 705 27 268
ES 546 142 312
FR 740 188 72
HR 630 299 71
IT 804 135 61
CY 718 37 245
LV 761 28 210
LT 802 57 140
LU 799 102 100
HU 975 15 10
MT 579 90 331
NL 791 120 89
AT 805 110 85
PL 820 57 123
PT 650 73 277
RO 633 90 277
SI 931 09 60
SK 764 47 189
FI 840 54 106
SE 668 119 213
UK 765 107 128
IS 675 103 223
NO 761 108 131
The figure is significantly different (plt005) compared to the EU28 resultq5 - base all respondents N=25541
q5 - Do you know if manufacturers are legally required to recall products that are dangerous to consumers
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 11
22 Awareness by product category
q4 - Which of the following products do you believe can be subject to product recalls
Cars or other
motor vehicles
Home electrical
appliances such
as washing
machines water
boilers and
cookers
Electronic products
such as computers
mobile phones and
accessories such as
chargers
Products for
children such
as toys or
childcare
products
Cosmetics Any type of
product
EU28 864 857 877 913 735 640
EU27_2019 853 843 873 908 738 635
North 875 881 899 919 715 636
South 869 849 896 906 713 556
East 734 766 767 857 744 664
West 910 893 908 936 744 675
BE 906 838 859 916 722 740
BG 698 803 764 866 787 690
CZ 735 785 790 964 823 654
DK 919 792 854 935 749 557
DE 913 930 928 952 784 710
EE 904 939 948 834 619 759
IE 931 932 920 907 687 681
EL 880 889 869 938 865 815
ES 944 918 935 890 684 489
FR 864 794 887 913 737 601
HR 799 795 894 847 699 565
IT 817 793 878 927 709 532
CY 738 880 861 927 785 761
LV 748 806 823 822 641 636
LT 682 841 838 778 535 491
LU 845 861 874 872 655 685
HU 849 857 836 936 765 716
MT 836 827 805 890 768 760
NL 933 897 923 950 709 704
AT 923 887 896 939 785 748
PL 635 655 652 817 746 655
PT 847 825 867 814 701 701
RO 846 881 878 793 610 620
SI 951 938 927 954 885 917
SK 720 796 845 980 933 759
FI 902 975 982 966 814 749
SE 913 897 904 955 719 644
UK 944 953 906 942 712 674
IS 950 888 927 965 787 852
NO 935 857 874 933 682 650
q4 - base all respondents N=25541The figure is significantly different (plt005) compared to the EU28 result
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 12
23 Assigning responsibility
It is the
responsibility of
the
manufacturer
to recall the
product as soon
as they know
about the risks
it poses
It is the
responsibility of
the seller to
inform
consumers who
purchased the
product about
the risks it
poses
Consumers
who learn
about a recall
notice about a
product they
have purchased
should take
action
immediately
It is important
for consumers
to pay attention
to product
recalls
EU28 980 883 923 939
EU27_2019 980 879 919 938
North 983 908 889 936
South 980 902 944 947
East 986 869 932 950
West 978 875 912 930
BE 989 929 859 962
BG 978 858 924 949
CZ 991 942 931 950
DK 991 908 897 927
DE 987 858 924 928
EE 984 900 922 961
IE 990 933 964 951
EL 993 944 984 991
ES 987 972 985 957
FR 952 848 904 915
HR 930 871 893 910
IT 970 830 900 925
CY 995 943 989 994
LV 977 912 909 965
LT 983 907 919 976
LU 985 959 943 969
HU 997 858 943 959
MT 989 955 987 981
NL 982 891 757 930
AT 997 851 928 942
PL 986 806 948 937
PT 992 968 981 983
RO 993 931 969 977
SI 996 933 813 962
SK 979 965 757 955
FI 967 947 904 939
SE 988 888 859 918
UK 986 909 947 939
IS 998 959 946 982
NO 987 874 907 925
q8b - base all respondents N=25541
The figure is significantly different (plt005) compared to the EU28 result
q8b - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about product recalls
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 13
3 Product registration
31 General awareness
Yes I did No I didnrsquot
know
EU28 397 603
EU27_2019 385 615
North 304 696
South 369 631
East 334 666
West 445 555
BE 362 638
BG 279 721
CZ 350 650
DK 241 759
DE 405 595
EE 261 739
IE 444 556
EL 281 719
ES 277 723
FR 503 497
HR 454 546
IT 455 545
CY 236 764
LV 252 748
LT 292 708
LU 392 608
HU 418 582
MT 274 726
NL 379 621
AT 392 608
PL 289 711
PT 378 622
RO 348 652
SI 398 602
SK 375 625
FI 353 647
SE 333 667
UK 481 519
IS 229 771
NO 336 664
The figure is significantly different (plt005) compared to the EU28 result
q9a - base all respondents N=25541
q9a - Did you know that by registering a product you can be contacted directly in case there is a problem with that product
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 14
32 Consumer behaviour
Yes Sometimes No
EU28 401 286 313
EU27_2019 377 291 332
North 394 263 343
South 358 281 361
East 453 226 320
West 404 308 288
BE 420 264 315
BG 449 99 452
CZ 437 266 296
DK 442 207 352
DE 307 373 319
EE 327 337 335
IE 532 251 217
EL 492 307 201
ES 355 293 351
FR 377 298 325
HR 425 191 383
IT 339 278 383
CY 275 215 510
LV 346 191 464
LT 448 211 341
LU 198 282 520
HU 483 120 397
MT 476 135 389
NL 420 289 291
AT 341 305 354
PL 340 347 312
PT 406 248 346
RO 652 111 238
SI 397 152 451
SK 425 288 287
FI 316 417 267
SE 420 211 369
UK 536 258 205
IS 366 136 499
NO 471 206 323
The figure is significantly different (plt005) compared to the EU28 result
q9b - base consumers who know they can be contacted in case there is a problem
with a product after you registered the product N=9128
q9b - And do you usually register the product so you can be contacted in case of problems with that product
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 15
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 16
33 Drivers of consumer behaviour
Note for the following countries the base size is smaller than 100 LU CY EE LV LT MT and IS For these countries no robust comparisons can be made regarding q10
q10 - How important are the following factors in your decision to register your contact
details when buying a product
There is
minimum effort
required on my
part
I receive an
incentive such
as a voucher
discount or
gift
Registration will
allow the seller or
manufacturer to
inform me about
potential issues with
the product
I know my data
such as email
address will not
be used for
marketing
purposes
I trust the
brand or seller
The product is
expensive
EU28 76 56 86 85 81 69
EU27_2019 75 57 85 86 81 68
North 75 47 84 80 79 70
South 75 65 88 87 83 70
East 74 60 86 83 81 70
West 77 52 84 85 80 68
BE 68 55 84 79 78 66
BG 78 63 84 75 76 77
CZ 66 51 83 75 78 72
DK 72 38 83 79 80 64
DE 77 38 82 91 82 55
EE 73 59 87 84 77 78
IE 79 56 87 83 79 75
EL 78 61 89 83 74 75
ES 81 59 90 91 85 67
FR 76 71 86 86 81 76
HR 79 77 86 83 84 80
IT 70 67 87 85 83 71
CY 83 60 91 87 79 89
LV 72 69 82 74 76 77
LT 75 67 86 74 70 84
LU 75 66 79 80 76 63
HU 77 58 91 82 83 75
MT 82 58 88 88 88 63
NL 70 52 81 82 77 66
AT 77 47 82 88 83 53
PL 68 57 81 85 79 71
PT 77 68 90 87 83 74
RO 82 66 94 87 86 63
SI 77 65 89 71 82 75
SK 68 56 86 78 80 71
FI 79 44 85 85 83 68
SE 73 44 82 77 78 68
UK 79 50 86 79 78 76
IS 76 34 87 81 79 77
NO 68 43 81 79 73 68
q10 - base respondents who have registered a product so that they can be contacted in case there is a problem
with the product N=6175
The figure is significantly different (plt005) compared to the EU28 result
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 17
4 Exposure to product recalls
41 Overall exposure and exposure for products owned
Yes No Yes No
EU28 565 435 124 876
EU27_2019 543 457 119 881
North 606 394 84 916
South 456 544 130 870
East 463 537 54 946
West 657 343 152 848
BE 618 382 115 885
BG 222 778 29 971
CZ 613 387 45 955
DK 675 325 124 876
DE 676 324 166 834
EE 560 440 54 946
IE 707 293 167 833
EL 465 535 69 931
ES 313 687 91 909
FR 555 445 143 857
HR 505 495 157 843
IT 573 427 186 814
CY 261 739 15 985
LV 398 602 38 962
LT 380 620 32 968
LU 371 629 111 889
HU 486 514 60 940
MT 334 666 40 960
NL 692 308 103 897
AT 718 282 178 822
PL 434 566 56 944
PT 409 591 51 949
RO 447 553 45 955
SI 746 254 47 953
SK 572 428 35 965
FI 802 198 112 888
SE 569 431 74 926
UK 721 279 156 844
IS 648 352 79 921
NO 607 393 83 917
q6 amp q11 - base all respondents N=25541
The figure is significantly different (plt005) compared to the EU28 result
q6 - Apart from [two real-life examples of recalls] in the past 2 years have you seen or heard any other information notices ads or announcements concerning the recall of a specific product
q11 - In the last two years have you seen or received any notice or request to return a product you had purchased yourself
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 18
42 Exposure by product category
q7a - In the last 2 years for which of the following product categories did you see or
hear information about product recalls
Cars or other
motor vehicles
Home electrical
appliances such
as washing
machines water
boilers and
cookers
Electronic products
such as computers
mobile phones and
accessories such as
chargers
Products for
children Cosmetics Other
EU28 788 334 553 605 225 309
EU27_2019 777 274 547 616 247 313
North 732 272 589 692 148 259
South 788 226 558 570 276 204
East 667 212 506 669 283 339
West 827 412 560 591 198 342
BE 870 191 641 611 147 352
BG 624 144 362 530 229 120
CZ 610 173 445 894 241 257
DK 808 190 649 796 165 233
DE 878 266 492 551 211 359
EE 769 119 308 481 65 125
IE 845 427 650 570 164 416
EL 790 228 645 588 326 199
ES 889 130 445 656 350 53
FR 706 452 613 682 319 366
HR 730 374 611 717 424 229
IT 739 271 611 552 254 268
CY 474 198 197 494 138 118
LV 748 205 361 474 123 159
LT 644 418 644 561 172 216
LU 702 228 520 485 125 415
HU 739 246 450 639 163 239
MT 623 125 312 456 123 317
NL 788 256 595 751 173 410
AT 906 291 505 508 163 308
PL 583 161 503 643 322 443
PT 875 185 429 410 160 195
RO 891 332 657 546 235 289
SI 682 153 369 591 101 706
SK 459 130 380 805 506 263
FI 656 356 678 791 186 333
SE 750 263 535 626 118 259
UK 847 652 583 542 108 284
IS 869 96 526 799 117 202
NO 779 263 479 461 100 264
q7a - base respondents who have seen or heard about product recalls N=14093The figure is significantly different (plt005) compared to the EU28 result
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 19
Note Due to the low overall sample available is it not possible to draw statistically robust comparisons for specific countries Therefore no country results are displayed for questions q12a and q12b
43 Online versus offline purchases
q12a - Which product category did the recalled product belong to [this question refers
to general notices about product recalls]
Cars or other
motor
vehicles
Home electrical
appliances such
as washing
machines
water boilers
and cookers
Electronic
products such
as computers
tablets and
mobile phones
Electronic
product
accessories
such as
chargers and
adapters
Products for
childrenCosmetics Other
EU28 465 113 151 81 44 43 104
EU27_2019 436 100 167 84 50 49 114
North 352 116 165 115 93 11 148
South 404 97 161 133 40 56 109
East 238 118 227 89 108 69 151
West 530 119 135 54 34 35 93
q12a - base respondents who have seen or received notices about recalled products that they have
purchased N=2393
The figure is significantly different (plt005) compared to the EU28 result
q12b - Did you purchase the product
online or offline
Online Offline Donrsquot know
EU28 186 801 13
EU27_2019 191 798 12
North 154 782 64
South 144 850 06
East 260 726 15
West 197 791 12
q12b - base respondents who have seen or received notices about
recalled products that they have purchased N=2393
The figure is significantly different (plt005) compared to the EU28 result
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 20
44 Exposure by communication channel
q7b - How did you seehear about product recalls
Traditional
press or
media (eg
newspapers
television
radio etc)
Online media
A consumer
association or
a dedicated
information
service
platform
A physical
store
The sellerrsquos
or
manufacturer
rsquos website
A friend or
acquaintanceDonrsquot know
EU28 798 536 191 238 184 293 08
EU27_2019 796 537 194 221 183 305 07
North 797 507 111 139 146 183 11
South 772 540 210 171 172 377 06
East 754 608 151 128 218 303 07
West 819 519 202 301 183 270 08
BE 866 481 184 176 143 214 11
BG 673 391 32 55 112 189 18
CZ 848 612 210 116 245 303 02
DK 846 645 222 106 134 247 12
DE 868 507 162 307 136 254 06
EE 663 481 42 145 89 124 00
IE 808 580 195 320 208 270 16
EL 680 691 179 103 133 305 14
ES 883 520 171 140 111 345 04
FR 731 508 295 294 265 410 03
HR 602 384 274 199 320 513 00
IT 731 543 239 208 217 427 05
CY 567 344 22 35 144 199 00
LV 600 662 56 73 116 155 09
LT 659 702 154 170 227 348 29
LU 754 433 86 182 121 243 04
HU 729 547 125 86 108 198 03
MT 516 678 19 43 34 193 17
NL 832 569 216 207 185 168 16
AT 889 486 245 401 122 191 00
PL 668 689 143 124 246 272 11
PT 863 409 145 56 50 166 08
RO 898 628 167 178 228 452 08
SI 756 469 87 126 100 131 02
SK 791 549 70 83 193 201 00
FI 888 441 92 113 169 165 04
SE 760 408 58 184 130 132 13
UK 806 536 175 326 190 225 13
IS 850 680 157 128 155 202 00
NO 672 558 93 75 102 104 16
q7b - base respondents who have seen or heard about product recalls N=13835
The figure is significantly different (plt005) compared to the EU28 result
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 21
45 Preferred communication channels
q18 - How would you prefer to receive information about recalls of products you have
purchased
Traditional
press or media Online media
A consumer
association or a
dedicated
information
service platform
Visual
communication
The sellerrsquos or
manufacturerrsquos
website
Directly
Via a
notification
through a
mobile
application
EU28 825 624 545 635 559 840 554
EU27_2019 827 628 557 632 567 828 544
North 811 602 456 558 520 890 503
South 832 647 603 620 570 845 580
East 796 675 549 660 634 847 662
West 834 595 523 641 530 829 504
BE 866 625 544 629 592 878 576
BG 741 631 496 627 559 785 542
CZ 817 650 441 578 540 803 541
DK 832 661 498 492 404 881 437
DE 862 610 526 663 507 789 366
EE 800 636 370 551 480 866 468
IE 829 627 550 705 550 921 676
EL 749 725 676 603 605 855 716
ES 877 656 675 733 635 869 650
FR 793 545 556 606 558 769 544
HR 750 659 544 572 558 813 594
IT 817 632 520 535 514 819 491
CY 811 596 535 437 501 764 504
LV 690 654 497 667 585 840 587
LT 679 698 547 611 611 844 562
LU 861 618 467 675 583 747 446
HU 790 657 554 669 580 775 573
MT 732 687 595 498 487 957 700
NL 884 666 549 578 585 836 572
AT 905 616 636 703 525 837 412
PL 826 708 577 705 709 862 734
PT 817 623 708 651 580 888 662
RO 774 683 623 698 663 942 772
SI 684 524 337 405 275 659 227
SK 780 627 440 564 583 802 537
FI 903 624 478 562 554 905 577
SE 811 513 395 558 532 915 470
UK 808 597 458 652 505 928 619
IS 891 799 627 608 595 914 594
NO 703 536 416 475 387 933 499
q18 - base all respondents N=25541The figure is significantly different (plt005) compared to the EU28 result
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 22
5 Consumer responses to product recalls
51 Responses to general product recall information
Note the last column of this table is based on a derived proportion of those respondents who owned the product but 1) did not follow the instrution of the notice and 2) did not say that they took no action in response to it
52 Responses to product recalls for products owned
Note Due to the low overall sample available is it not possible to draw statistically robust comparisons for specific countries Therefore no country results are displayed for question q12c
You checked
to see if it
concerned a
product you
owned
You took no
action
because you
did not own
the product
Told other
people about
it
Owned the product
and followed the
instructions of the
recall notice
Took no
action even
though you
owned the
product
Took some action but
did not follow the
instructions of the
recall notice1
EU28 774 790 616 649 143 208
EU27_2019 765 802 625 634 161 205
North 659 801 447 467 198 335
South 827 802 731 748 130 123
East 684 783 665 424 157 419
West 790 786 577 694 139 168
The figure is significantly different (plt005) compared to the EU28 result
q7c1 - base respondents who have seen or heard about product recalls N=14093
q7c1 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the communication about the product recall
q12c - Thinking about this product recall what actions did you take in response
You contacted
the
manufacturer
seller for more
information
You contacted
the
manufacturer
seller for
reimbursement
You returned
the product
You threw
the product
away
You
continued
using the
product with
extra caution
You told
others about
the product
recall
You took no
action
EU28 557 413 463 73 312 490 39
EU27_2019 547 434 448 81 280 483 41
North 394 394 471 50 141 273 118
South 561 360 404 118 277 530 25
East 490 446 476 118 276 427 72
West 574 433 488 48 342 493 37
q12c - base respondents who have seen or received notices about recalled products that they have
purchased N=2393
The figure is significantly different (plt005) compared to the EU28 result
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 23
53 Drivers of consumer actions ndash hypothetical scenario
If the
potential
danger was
clearly
communicated
and it seemed
serious
If the specific
action to take
was clearly
communicate
d
If the product
was
expensiveva
luable
If there was
a financial
incentive
If I had
already
experienced
the issue that
was identified
in the
product recall
Other
EU28 955 935 799 648 919 440
EU27_2019 952 931 791 650 915 434
North 967 922 865 725 946 426
South 950 944 744 635 906 346
East 950 923 782 658 914 540
West 959 936 827 643 924 452
BE 940 921 837 664 888 540
BG 879 819 732 653 797 556
CZ 954 926 867 814 876 599
DK 970 888 852 726 940 358
DE 974 959 858 654 969 416
EE 974 933 897 760 962 754
IE 959 933 884 666 933 529
EL 962 934 818 660 938 483
ES 974 962 704 600 955 182
FR 917 874 743 638 833 402
HR 870 811 752 645 707 290
IT 924 926 734 635 851 365
CY 967 948 835 730 939 597
LV 924 914 899 859 934 641
LT 936 927 888 737 924 352
LU 950 923 884 712 959 552
HU 961 924 871 697 957 624
MT 949 928 849 769 906 481
NL 974 952 847 615 952 664
AT 971 957 865 663 973 382
PL 961 924 867 679 963 562
PT 984 972 893 747 973 804
RO 955 969 519 471 886 471
SI 987 982 945 887 987 545
SK 976 953 830 737 950 541
FI 975 946 875 653 967 541
SE 977 926 849 730 943 338
UK 979 962 853 634 948 485
IS 972 939 797 626 940 344
NO 961 931 877 780 948 429
q8a1 - base all respondents N=25541
The figure is significantly different (plt005) compared to the EU28 result
q8a1 - If you heard [about two real-life examples of product recalls] and you owned one of [the recalled products] what would have made you take any actions
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 24
If the potential
danger was
clearly
communicated
and it seemed
serious
If the specific
action to take
was clearly
communicated
If the product
was
expensiveva
luable
If there was
a financial
incentive
If the person I
knew had already
experienced the
issue that was
identified in the
product recall
Other
EU28 948 920 751 618 903 427
EU27_2019 943 916 745 622 898 422
North 948 887 780 636 887 405
South 947 927 708 609 898 327
East 946 921 760 638 914 552
West 949 920 767 613 902 433
BE 917 887 762 602 887 527
BG 869 820 737 637 805 555
CZ 953 917 836 794 919 600
DK 938 857 734 606 871 342
DE 958 937 802 636 945 395
EE 958 946 874 635 934 753
IE 962 939 802 609 929 516
EL 950 917 777 636 906 486
ES 980 946 656 570 959 144
FR 914 880 687 625 814 392
HR 866 843 712 644 722 294
IT 917 911 709 610 851 357
CY 854 808 692 577 808 491
LV 915 883 855 819 895 637
LT 934 889 826 712 870 349
LU 880 855 823 656 941 514
HU 954 916 819 679 912 634
MT 887 858 783 682 849 441
NL 945 898 758 553 876 637
AT 950 941 808 630 938 359
PL 956 925 847 661 960 576
PT 979 954 864 744 909 784
RO 956 962 506 454 889 498
SI 978 974 942 894 977 543
SK 968 940 806 663 938 530
FI 961 927 812 531 902 509
SE 955 874 748 655 886 308
UK 977 945 793 588 936 457
IS 964 900 726 518 912 335
NO 950 910 824 720 916 411
q8a2 - base all respondents N=25541
The figure is significantly different (plt005) compared to the EU28 result
q8a2 - If you heard [about two real-life examples of product recalls] and you knew someone who owned one of [the recalled products] what would have made you take any actions
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 25
54 Drivers of consumer actions ndash real scenario
q7cx1 - What would have made you take some action
If the potential
danger was
more clearly
communicated
and seemed
serious
If the specific
action to take
was more
clearly
communicated
If the product
was expensive
valuable
If I knew
someone who
owned the
product
If I owned the
product myself
EU28 900 843 739 926 979
EU27_2019 895 843 735 918 978
North 901 780 770 913 968
South 933 881 731 907 990
East 945 903 778 947 971
West 875 820 727 928 979
BE 921 837 753 916 975
BG 958 874 808 875 879
CZ 975 947 880 947 971
DK 934 873 759 944 978
DE 826 785 714 952 989
EE 961 887 885 955 992
IE 924 844 779 944 987
EL 984 950 860 944 990
ES 951 867 675 984 1000
FR 882 860 701 844 946
HR 892 837 847 820 890
IT 911 864 715 861 987
CY 973 963 891 950 988
LV 921 894 888 913 963
LT 918 868 852 856 969
LU 830 856 839 934 975
HU 932 924 791 951 984
MT 944 884 822 895 972
NL 888 778 746 924 979
AT 846 779 701 933 988
PL 963 911 849 972 983
PT 989 975 890 986 986
RO 896 850 500 926 972
SI 994 981 968 992 1000
SK 964 917 820 974 981
FI 877 701 764 884 964
SE 885 735 732 921 963
UK 929 847 760 969 989
IS 974 913 767 940 990
NO 865 813 857 941 978
The figure is significantly different (plt005) compared to the EU28 resultq7cx1 - base respondents who have seen or heard about product recalls but took no
action N=11741
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 26
6 The impact of product recalls
61 Responses from manufacturerssellers
Note Due to the low overall sample available is it not possible to draw statistically robust comparisons for specific countries Therefore no country results are displayed for questions q13 and q15
62 Consumer satisfaction with the recall experience
q13 - How did the manufacturerseller respond to your contact about
the recall
They offered
to repair the
product
They offered
to replace
the product
They asked
me to throw
the product
away
They asked
me to return
the product
They offered
to reimburse
me
They offered
no
compensation
EU28 689 585 46 513 343 247
EU27_2019 655 616 53 503 380 223
North 607 587 79 544 361 294
South 618 609 71 413 283 262
East 594 746 122 720 398 296
West 734 556 25 531 362 232
q13 - base respondents who have seen or received notices about recalled products that they have
purchased and made contact right away N=1248
The figure is significantly different (plt005) compared to the EU28 result
q15 - How satisfied or dissatisfied are you with
the following aspects of the product recall
process
The time it
required
The ease of
the process
The
compensatio
nreimburse
ment if any
The assistance
received from the
manufacturer
seller in resolving
any issues if any
EU28 71 76 70 78
EU27_2019 72 77 74 79
North 68 74 69 77
South 75 78 73 80
East 69 73 75 76
West 69 76 69 78
The figure is significantly different (plt005) compared to the EU28 result
q15 - base respondents who have seen or received notices about recalled
products that they have purchased N=2393
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 27
63 Satisfaction with product recall information
It was clear
which specific
product was
recalled
It was clear
where the
product had
been sold
It was clear
what specific
danger was
posed by the
product
It was clear
who to contact
for more
information
It was clear what
procedure to
follow to return
replace or
dispose of the
product
It was clear what
procedure to follow
to receive a
reimbursement or
compensation
The
communication
was easy to
access and
visible
EU28 85 75 79 71 71 63 74
EU27_2019 84 76 79 70 71 63 74
North 86 73 81 69 68 60 72
South 85 75 80 71 69 62 74
East 86 78 82 69 73 65 72
West 85 74 78 72 72 64 75
BE 85 76 75 68 68 58 73
BG 83 75 80 64 60 55 78
CZ 84 78 85 72 76 66 75
DK 85 72 79 67 68 57 67
DE 84 73 77 69 70 62 76
EE 90 75 82 68 62 51 78
IE 87 76 80 75 77 69 75
EL 85 68 77 62 65 51 71
ES 82 76 80 66 62 54 69
FR 82 78 77 75 74 70 74
HR 81 79 79 74 75 74 76
IT 86 77 81 74 73 67 77
CY 84 79 73 62 58 54 72
LV 85 71 80 58 58 48 72
LT 81 73 77 62 60 50 73
LU 74 70 69 65 65 62 75
HU 90 82 86 76 76 72 79
MT 85 71 78 64 64 58 70
NL 86 79 79 72 72 65 75
AT 80 70 76 67 65 57 75
PL 83 75 78 62 70 59 62
PT 85 64 77 67 65 55 75
RO 90 80 84 75 74 68 80
SI 92 84 83 81 80 72 83
SK 93 79 88 70 74 65 79
FI 88 77 85 77 80 73 74
SE 87 70 80 67 63 56 72
UK 87 71 81 73 74 64 74
IS 91 76 83 72 65 60 69
NO 87 69 81 69 68 63 73
q7d - base respondents who have seen or heard about product recalls N=14093The figure is significantly different (plt005) compared to the EU28 result
q7d - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you remember seing or hearing in the past 2 years
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 28
64 Satisfaction with product recall information
Note Due to the low overall sample available is it not possible to draw statistically robust comparisons for specific countries Therefore no country results are displayed for question q16
q16 - Thinking about this product recall experience
which of the following statements apply to you
It increased
my confidence
in the
brandsellersh
op
I became more
distrustful of
the
brandsellersh
op
I started
paying more
attention to
information
about
product
recalls
EU28 544 301 635
EU27_2019 544 295 665
North 644 211 533
South 491 331 777
East 588 353 721
West 556 285 565
The figure is significantly different (plt005) compared to the EU28 result
q16 - base respondents who have seen or received notices about recalled
products that they have purchased N=2393
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 29
7 Vulnerable consumers
71 Awareness of rights and responsibilities
Consumersrsquo awareness of manufacturers being legally required to recall dangerous
products is associated most closely with their financial situation followed by
occupation and education
Consumersrsquo agreement with the statement that it is the responsibility of the
manufacturer to recall the product as soon as they know about the risks it poses is
associated most closely with their education level their age and with how many young
children they have
759 A 754 A 734 A 762 A 765 A 766 A 715 766 A 756 A
758 A 757 A 753 A 777 A 668 767 B 761 AB 740 A
781 BC 789 C 787 C 722 A 728 AB 702 A 707 A 740 AB
780 751 A 742 A 742 A 770 A 757 A 765 A
Retired
Online buying behaviour Children
q5_1 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q5_1 - Do you know if manufacturers are legally required to recall products that are dangerous to consumers - Yes I think they are
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
979 A 982 A 983 AB 984 B 972 A 978 AB 985 A 987 A 972
980 A 980 A 982 A 980 A 963 A 979 A 978 A 985 A
985 A 980 A 985 A 975 A 975 A 968 A 966 A 981 A
983 A 979 A 981 A 976 A 973 AB 983 AB 984 B
Retired
Online buying behaviour Children
q8b_1 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_1 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - It is the responsibility of the manufacturer to recall the product as soon as they know about the risks it poses
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 30
Consumersrsquo agreement with the statement that it is the responsibility of the seller to
inform consumers who purchased the product about the risk it poses is associated
most closely with their online buying behaviour their education level and their
occupation
Consumersrsquo agreement with the statement that consumers who learn about a recall
notice about a product they have purchased should act immediately is associated most
closely with their education level gender and financial status
884 A 883 A 891 A 885 A 882 A 866 A 909 A 898 A 867
870 AB 896 B 890 B 852 A 871 AB 881 A 884 A 885 A
876 ABC 894 BC 866 A 890 BC 845 AB 913 C 893 ABC 904 C
877 A 871 A 913 881 A 866 A 878 A 890 A
Retired
Online buying behaviour Children
q8b_2 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_2 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - It is the responsibility of the seller to inform consumers who purchased the product about the risks it poses
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
914 933 918 A 917 A 930 A 939 A 946 A 936 A 909
949 C 932 BC 926 B 895 A 918 ABC 919 A 929 A 920 A
923 A 917 A 920 A 926 A 927 A 919 A 946 A 926 A
926 A 918 A 929 A 908 A 914 AB 925 AB 937 B
Retired
Online buying behaviour Children
q8b_3 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_3 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - Consumers who learn about a recall notice about a product they have purchased should take action immediately
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 31
Consumersrsquo agreement with the statement that it is important for them to pay
attention to product recalls is associated most closely with their gender how many
young children they have and their age
72 Product registration
Consumersrsquo awareness that by registering a product they can be contacted directly in
case there is a problem with this product is associated most closely with their gender
their online buying behaviour and their education level
931 948 928 A 940 AB 939 A 958 B 943 AB 948 B 931 A
931 AB 938 AB 947 B 929 A 890 AB 941 A 941 A 936 A
932 A 943 A 946 A 942 A 932 A 938 A 927 A 931 A
939 A 935 A 948 A 926 A 934 A 930 A 956
Retired
Online buying behaviour Children
q8b_4 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_4 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - It is important for consumers to pay attention to product recalls
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
458 340 377 AB 418 C 413 BC 371 A 342 400 A 405 A
387 AB 389 A 390 A 434 B 413 AB 403 A 405 A 383 A
440 C 438 C 409 BC 381 AB 335 A 352 A 347 AB 385 AB
457 408 317 381 A 428 B 381 AB 410 AB
Retired
Online buying behaviour Children
q9a - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q9a - Did you know that by registering a product you can be contacted directly in case there is a problem with that product - Yes I did
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 32
Registering a product in order to be contacted in case of problems with a product is
associated most closely with consumersrsquo online buying behaviour their financial status
and their age
Consumersrsquo agreement with the statement that allowing the seller or manufacturer to
inform them about potential issues with the product is an important factor in their
decision to register a product is associated most closely with their financial status
710 A 716 A 721 AB 684 A 713 AB 774 B 746 A 705 A 714 A
815 B 709 A 701 A 709 A 768 AB 710 A 704 A 725 A
722 AB 729 AB 687 A 747 B 736 AB 697 AB 681 AB 721 AB
679 A 711 A 780 710 A 697 A 709 A 719 A
Retired
Online buying behaviour Children q9b - base EU28
respondents that know you
can be contacted in case
there is a problem with a
product after you registered
the product (N=8665)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q9b - And do you usually register the product so you can be contacted in case of problems with that product - Yes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
85 A 86 A 85 A 86 A 86 A 84 A 85 A 86 A 85 A
86 AB 84 A 86 AB 86 B 84 AB 85 A 86 A 86 A
85 A 86 A 85 A 87 A 83 A 84 A 85 A 87 A
86 A 86 A 85 A 85 A 84 A 86 A 86 A
2018
q10_3 - How important are the following factors in your decision to register your contact details when buying a product - Registration will
allow the seller or manufacturer to inform me about potential issues with the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_3 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 33
Consumersrsquo agreement with the statement that knowing that their data will not be
used for marketing purposes is an important factor in their decision to register a
product is associated most closely with their gender online buying behaviour and
education level
Consumersrsquo agreement with the statement that having trust in the brand or the seller
is an important factor in their decision to register a product is associated most closely
with their financial situation
83 87 85 AB 86 B 83 A 84 AB 81 A 86 B 84 AB
88 B 83 A 84 A 86 AB 83 AB 85 A 85 A 85 A
85 A 84 A 86 A 84 A 84 A 86 A 81 A 83 A
85 A 86 A 81 83 A 85 AB 83 A 86 B
2018
q10_4 - How important are the following factors in your decision to register your contact details when buying a product - I know my data
such as email address will not be used for marketing purposes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_4 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
80 A 81 A 81 A 82 A 80 A 79 A 82 A 81 A 80 A
81 AB 79 A 81 B 82 B 76 AB 80 A 81 A 80 A
80 A 82 A 81 A 80 A 77 A 81 A 77 A 82 A
81 A 81 A 78 A 81 A 79 A 80 A 81 A
2018
q10_5 - How important are the following factors in your decision to register your contact details when buying a product - I trust the brand or
seller
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_5 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 34
Consumersrsquo agreement with the statement that the product being expensive is an
important factor in their decision to register a product is associated most closely with
how many young children they have their financial situation and education level
73 Exposure to product recalls
Consumersrsquo exposure to product recall notices is associated most closely with their
online buying behaviour education level and occupation
69 A 70 A 71 A 68 A 69 A 69 A 70 AB 67 A 71 B
75 B 71 AB 68 A 69 A 66 AB 69 A 70 A 70 A
69 AB 70 AB 67 A 71 B 64 A 71 AB 70 AB 71 AB
69 A 70 A 69 A 69 A 71 AB 73 B 68 A
2018
q10_6 - How important are the following factors in your decision to register your contact details when buying a product - The product is
expensive
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_6 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
590 547 535 A 610 B 602 B 506 A 449 562 599
510 A 542 A 586 B 601 B 486 A 575 A 575 A 554 A
593 DE 602 DE 618 E 512 B 481 AB 520 ABC 446 A 564 CD
642 585 470 553 A 534 A 553 A 589
Retired
Online buying behaviour Children
q6 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q6 - Apart from the Ikea furniture and Samsung phone examples in the past 2 years have you seen or heard any other information notices
ads or announcements concerning the recall of a specific product - Yes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 35
Consumersrsquo exposure to product recalls for products they had purchased themselves is
associated most closely with their online buying behaviour gender and education
level
Consumersrsquo likelihood to have seen or heard information about product recalls in the
last 2 years is associated most closely with their gender age and education level
144 107 116 AB 142 C 135 BC 88 A 79 131 A 126 A
108 AB 121 ABC 122 B 147 C 84 A 133 B 128 AB 112 A
139 B 135 AB 135 B 96 A 95 AB 107 AB 92 A 129 AB
146 A 133 A 81 111 A 132 AB 123 AB 135 B
Retired
Online buying behaviour Children
q11 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q11 - In the last 2 years have you seen or received any notice or request to return a product you had purchased yourself - Yes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
846 741 727 822 A 819 A 802 A 743 800 A 796 A
730 A 776 AB 802 BC 824 C 753 ABC 819 B 778 A 792 AB
786 AB 788 AB 820 B 779 A 747 A 782 AB 788 AB 784 AB
811 B 781 A 796 AB 791 AB 750 A 778 AB 810 B
Retired
Online buying behaviour Childrenq7a_1 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7a_1 - In the last 2 years for which of the following product categories did you see or hear information about product recalls - Cars or other
motor vehicles
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 36
Consumersrsquo preference of receiving information about recalls of products they have
purchased via traditional press or media is associated most closely with their financial
status gender and age
Consumersrsquo preference of receiving information about recalls of products they have
purchased via online media is associated most closely with their age online buying
behaviour and with how many young children they have
809 842 787 839 A 838 A 842 A 786 A 839 820 A
798 A 841 B 840 B 780 A 755 A 831 A 822 A 823 A
814 ABC 808 ABC 843 D 815 BC 764 A 846 CD 772 AB 842 CD
801 831 A 842 A 828 A 816 A 816 A 828 A
Retired
Online buying behaviour Children
q18_1 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q18_1 - How would you prefer to receive information about recalls of products you have purchased - Traditional press or media
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
630 A 624 A 728 645 600 508 622 AB 640 B 615 A
597 A 635 A 632 A 615 A 602 A 623 A 635 A 620 A
629 ABC 656 C 646 C 643 BC 649 ABC 595 AB 643 ABC 587 A
686 654 532 627 A 672 B 642 AB 616 A
Retired
Online buying behaviour Children
q18_2 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q18_2 - How would you prefer to receive information about recalls of products you have purchased - Online media
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 37
Consumersrsquo preference to receive information about recalls of products they have
purchased directly is associated most closely with their online buying behaviour
gender and occupation
74 Consumer responses to product recalls
Consumersrsquo likelihood to check if a recall notice concerned a product they owned is
associated most closely with their online buying behaviour financial situation and
occupation
850 832 854 A 849 A 837 A 815 A 841 A 839 A 842 A
844 A 844 A 839 A 843 A 783 A 844 A 844 A 833 A
838 AB 871 B 846 AB 822 A 832 AB 838 AB 805 A 841 AB
877 835 A 813 A 835 A 809 A 843 A 848 A
Retired
Online buying behaviour Children
q18_6 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q18_6 - How would you prefer to receive information about recalls of products you have purchased - Directly
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
778 A 771 A 781 A 779 A 760 A 772 A 735 A 785 A 771 A
706 A 763 AB 792 C 771 BC 695 AB 780 A 772 A 771 A
768 AB 803 BC 817 C 723 A 717 A 760 ABC 774 ABC 742 A
812 765 A 735 A 760 A 782 A 798 A 776 A
2018
q7crow1_1 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You checked to see if it concerned a product you owned
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow1_1 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 38
Consumersrsquo likelihood to take no action even though they owned a recalled product is
associated most closely with their education level gender and financial status
Consumersrsquo likelihood to follow the instructions of the recall notice to send back the
product or contact the manufacturer or the seller is associated most closely with the
degree of urbanisation and their occupation
166 117 219 B 136 AB 122 AB 104 A 283 119 A 140 A
154 AB 163 B 138 B 130 B 56 A 136 A 142 A 145 A
136 ABC 131 ABC 111 AB 157 ABC 134 ABC 235 C 75 A 185 BC
136 A 141 A 152 A 132 A 113 A 140 A 154 A
2018
q7crow3_3 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You took no action even though you owned the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow3_3 - base EU28
respondents who have seen
or heard about product
recalls (N=2631)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
774 A 742 A 751 A 746 A 773 A 777 A 761 A 759 A 756 A
759 A 774 A 740 A 797 A 650 A 790 B 763 AB 719 A
796 A 835 A 770 A 735 A 651 A 743 A 651 A 703 A
770 A 760 A 730 A 721 A 797 A 742 A 780 A
2018
q7crow4_4 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You owned the product and followed the instructions of the recall notice to send back the product or
contact the manufacturerseller
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow4_4 - base EU28
respondents who have seen
or heard about product
recalls (N=2174)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 39
Consumersrsquo likelihood to tell other people about a product recall is associated most
closely with their financial status gender and age
75 Drivers of consumer actions
Consumersrsquo agreement with the statement that they would have taken action if the
potential danger was more clearly communicated and seemed serious is associated
most closely with how many young children they have and with their occupation
601 631 654 B 597 A 594 A 626 AB 636 AB 646 B 591 A
641 BC 676 C 622 B 524 A 551 AB 605 A 627 A 612 A
593 AB 639 AB 639 B 644 B 561 AB 548 A 604 AB 585 AB
619 AB 601 A 642 B 600 AB 588 AB 589 A 640 B
2018
q7crow5_5 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You told other people about it
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow5_5 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
894 A 906 A 884 A 901 A 904 A 917 A 915 A 912 A 891 A
920 A 902 A 903 A 890 A 862 A 908 A 901 A 892 A
876 A 915 AB 892 A 927 B 894 AB 924 AB 945 B 898 AB
901 A 895 A 912 A 911 AB 928 B 875 A 892 AB
Retired
Online buying behaviour Children q7cx1_1 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_1 - What would have made you take some action - If the potential danger was more clearly communicated and seemed serious
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 40
Consumersrsquo agreement with the statement that they would have taken action if the
specific action to take was more clearly communicated is associated most closely with
their financial status online buying behaviour and occupation
Consumersrsquo agreement with the statement that they would have taken action if the
product was expensive or valuable is associated most closely with their education
level age and financial status
836 A 852 A 832 AB 831 A 851 AB 883 B 849 A 858 A 834 A
866 AB 870 B 845 AB 812 A 761 A 841 A 834 A 857 A
841 AB 869 AB 838 AB 877 B 819 AB 862 AB 833 AB 822 A
842 AB 834 A 872 B 854 A 803 A 824 A 850 A
Retired
Online buying behaviour Children q7cx1_2 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_2 - What would have made you take some action - If the specific action to take was more clearly communicated
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
733 A 744 A 788 B 713 A 736 AB 724 AB 810 A 760 A 715
771 AB 773 B 733 A 701 A 713 AB 748 A 737 A 732 A
726 A 727 A 727 A 745 A 770 A 755 A 778 A 755 A
756 A 724 A 742 A 727 A 731 A 729 A 751 A
Retired
Online buying behaviour Children q7cx1_3 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_3 - What would have made you take some action - If the product was expensivevaluable
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 41
Consumersrsquo agreement with the statement that they would have taken action if they
knew someone who owned the product is associated most closely with their online
buying behaviour gender and occupation
Consumersrsquo agreement with the statement that they would have taken action if they
owned the product themselves is associated most closely with their financial status
their online buying behaviour and occupation
916 936 929 A 923 A 917 A 935 A 905 A 918 A 934 A
932 AB 923 AB 931 AB 910 A 955 B 918 A 931 A 927 A
928 AB 898 A 941 B 943 B 904 AB 882 AB 954 B 910 AB
951 911 A 917 A 915 A 894 A 920 A 938 A
Retired
Online buying behaviour Children q7cx1_4 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_4 - What would have made you take some action - If I knew someone who owned the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
976 A 983 A 983 A 979 A 974 A 980 A 981 A 983 A 977 A
989 BC 976 A 982 AB 973 A 995 C 980 A 979 A 979 A
975 AB 986 B 985 B 960 A 971 AB 981 AB 990 B 981 AB
986 B 973 A 981 AB 981 A 968 A 980 A 980 A
Retired
Online buying behaviour Children q7cx1_5 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10507)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_5 - What would have made you take some action - If I owned the product myself
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 42
Consumersrsquo agreement with the statement that it was clear which specific product was
recalled is associated most closely with their online buying behaviour
Consumersrsquo agreement with the statement that it was clear where the product has
been sold is associated most closely with their financial status and occupation
85 A 85 A 85 A 85 A 85 A 84 A 83 A 85 A 85 A
83 A 84 A 85 A 85 A 83 A 84 A 85 A 85 A
84 A 85 A 85 A 85 A 85 A 84 A 84 A 85 A
86 A 85 A 83 84 A 84 A 85 A 86 A
Retired
Online buying behaviour Childrenq7d_1 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_1 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear which specific product was recalled
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
74 A 75 A 76 A 75 A 74 A 73 A 73 A 76 A 74 A
73 A 73 A 75 AB 77 B 72 AB 75 A 75 A 74 A
74 A 73 A 75 AB 77 B 73 AB 72 A 74 AB 76 AB
74 A 75 A 75 A 74 A 74 A 75 A 75 A
Retired
Online buying behaviour Childrenq7d_2 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_2 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear where the product had been sold
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 43
Consumersrsquo agreement with the statement that it was clear what specific danger was
posed by the product is associated most closely with their age occupation and online
buying behaviour
Consumersrsquo agreement with the statement that it was clear who to contact for more
information is associated most closely with their online buying behaviour financial
status and with how many young children they have
79 A 80 A 79 AB 78 A 79 A 83 B 78 A 80 A 79 A
77 A 78 A 80 A 80 A 78 A 79 A 79 A 80 A
80 BC 77 A 80 BC 81 BC 78 ABC 80 ABC 83 C 78 AB
79 AB 80 B 78 A 78 A 79 A 80 A 80 A
Retired
Online buying behaviour Childrenq7d_3 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_3 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what specific danger was posed by the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
71 A 70 A 70 A 71 A 70 A 72 A 70 A 71 A 71 A
70 AB 69 A 71 AB 73 B 70 AB 71 A 71 A 71 A
71 AB 70 AB 70 A 73 B 68 AB 72 AB 72 AB 71 AB
72 B 71 AB 69 A 69 A 71 AB 73 B 72 B
Retired
Online buying behaviour Childrenq7d_4 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_4 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear who to contact for more information
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 44
Consumersrsquo agreement with the statement that it was clear what procedure to follow
to return replace or dispose of the product is associated most closely with their online
buying behaviour financial status and education level
Consumersrsquo agreement with the statement that it was clear what procedure to follow
to receive a reimbursement or compensation is associated most closely with their age
online buying behaviour and with how many young children they have
71 A 71 A 69 A 72 B 71 AB 72 AB 71 AB 73 B 70 A
68 A 70 A 71 A 74 B 70 AB 72 A 71 A 71 A
70 A 71 A 71 A 72 A 68 A 74 A 70 A 72 A
73 71 A 69 A 69 A 72 AB 71 AB 72 B
Retired
Online buying behaviour Childrenq7d_5 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_5 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what procedure to follow to return replace or dispose of the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
63 A 64 A 61 A 64 BC 62 AB 67 C 64 AB 65 B 62 A
62 AB 63 AB 64 AB 65 B 56 A 64 AB 64 B 62 A
62 A 62 A 63 A 67 B 63 AB 65 AB 69 B 64 AB
65 A 64 A 61 61 66 A 64 A 65 A
Retired
Online buying behaviour Childrenq7d_6 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_6 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what procedure to follow to receive a reimbursement or compensation
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 45
Consumersrsquo agreement with the statement that the communication was easy to access
and visible is associated most closely with their financial status gender and with how
many young children they have
Consumersrsquo agreement with the statement that minimum effort required on their part
is an important factor in their decision to register when buying a product is associated
most closely with their education level occupation and financial status
73 75 73 A 74 A 76 A 74 A 75 A 75 A 73 A
73 AB 72 A 75 B 77 66 A 74 A 75 A 74 A
74 A 73 A 75 A 75 A 74 A 72 A 73 A 73 A
75 A 74 A 73 A 73 A 75 AB 74 AB 75 B
Retired
Online buying behaviour Childrenq7d_7 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_7 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - The communication was easy to access and visible
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
75 A 77 A 78 B 76 AB 74 AB 73 A 81 75 A 75 A
79 BC 75 ABC 75 AB 78 C 68 A 76 A 75 A 76 A
73 B 75 BC 77 BC 76 BC 65 A 76 BC 71 ABC 78 C
77 A 75 A 74 A 75 A 75 A 74 A 77 A
Retired
Online buying behaviour Children q10_1 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q10_1 - How important are the following factors in your decision to register your contact details when buying a product - There is minimum
effort required on my part
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 46
Consumersrsquo agreement with the statement that receiving an incentive such as a
voucher discount or gift is an important factor in their decision to register when
buying a product is associated most closely with their financial status education level
and age
55 A 57 A 61 56 A 53 A 51 A 63 54 A 57 A
65 B 59 B 55 A 53 A 47 A 56 A 57 A 56 A
54 A 56 A 53 A 61 B 56 AB 58 AB 59 AB 58 AB
55 A 57 A 57 A 56 A 60 A 55 A 56 A
2018
q10_2 - How important are the following factors in your decision to register your contact details when buying a product - I receive an
incentive such as a voucher discount or gift
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_2 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 8
surveyed countries indicated by colour highlights green for the top three and blue for
the bottom three2
The visuals contain averages for each of the categories shown above which are
presented as proportions (eg 305) for binary variables or as averages (eg 75)
for scale variables Results presented in the visuals have been tested against the EU28
average to determine whether they differ statistically on the 05 significance level If
the difference is significant a star symbol () appears after the figure3
Breakdown by sociodemographic variable (Section 6)
The last section of the Annex presents a selection of visuals containing the results of a
multivariate analysis It was conducted to investigate the link between key
sociodemographic factors and consumer experiences and perceptions of product
recalls at different stages of the recall process It is structured along the five stages of
the consumer product recall journey and presents a breakdown based on the following
sociodemographic characteristics
bull Gender (male female)
bull Age (18-34 34-54 55-64 65+)
bull Level of education (low medium high ndash based on the ISCED classification)
bull Financial situation (very difficult fairly difficult fairly easy very easy)
bull Urbanisation (rural area small town large town)
bull Employment status (eight categories)4
bull Online buying behaviour (frequent occasional do not buy online)
bull Having children (no children younger than four four to 12 years older than
12)
The multivariate analysis uses various regression models to estimate differences
between the categories or levels of sociodemographic variables on key questions
It explores the relationship between a specific independent variable (eg age) and a
dependent variable (eg awareness of product recalls) while considering the effects
of other independent variables (eg gender education etc) This type of analysis is
considered more appropriate when exploring the impact of socio-demographic
variables due to the potential overlap (correlations) between different socio-
demographic factors which need to be considered when measuring the extent to which
one of these factors affects the dependent variables In all models a control variable
on the region of residence of the person interviewed (North South East and West)
has been included The following regression models are used for the analysis of the
different dependent variables
bull Logit models when the dependent variable is binary (ie it takes only two
possible values 0 and 1 eg trust in product safety trust in environmental
claims)
2 Please note that belonging to the top three countries (highest figures) for a certain question does not always indicate a positive result and vice versa As such each question should be interpreted separately based on its framing and content
3 It should be noted that the top and bottom three figures do not always differ statistically from the EU28 average This is reflected in the presence or absence of the star symbol () after the figure
4 Self-employed manager other white collar blue collar student unemployed seeking a job retired
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 9
bull Poisson models for dependent variables that can be thought of as a count
variable (eg knowledge of consumer rights trust in organisations)
bull Linear models when the dependent variable is assumed to be numerical and
linear (eg problems and complaints)
Each visual contains results from one question or question item The values shown in
the tables of the sociodemographic analysis are based on model estimates5
Statistically significant differences between categories or levels of a socio-demographic
variable are indicated with letters (eg A B) next to each figure The categories of a
socio-demographic variable are statistically significant different from each other
except when the categories share the same letter If two groups contain different
letters (eg A and B) or no letters at all this indicates that the results for these
groups are statistically different When a category is associated with a blank it is
statistically significant different from all the other categories Differences and
equalities for socio-demographic results are only considered within each
sociodemographic variable (eg 18-34 years old vs 35-54 years old) and not between
sociodemographic variables (eg 18-34 yearsrsquo old vs women)
In addition to differences across sociodemographic subgroups for each variable the
three sociodemographic characteristics most closely linked to the reported question
(eg awareness of product recalls) are reported below each visual They are reported
in order of the magnitude of the link starting with the strongest link
5 Model estimates are calculated using the margins function in Stata A margin is a statistic based on a fitted model calculated over a dataset in which some of or all the covariates are fixed at values different from what they really are In the models estimated for this report the margins function calculates the predicted means for the different values of a socio-demographic variable (eg age) while all the other covariates (including the other socio-demographic variables) are hold fixed In practice the estimated value of a dependant variable Y (eg the of persons who are aware of manufacturersrsquo legal responsibility to recall dangerous products) for the male category is obtained under the hypothesis that all the persons interviewed are males while their remaining sociodemographic characteristics (used in the model as regressors) corresponds to the categories observed in the sample In addition a pwcompare (group effects) option was added to the function to perform pairwise comparisons between all levels of a socio-demographic variable based on the estimated models These comparisons provided information to determine the variables with the closest link with the respective dependent variable
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 10
2 Awareness of rights and responsibilities
21 General awareness
Yes I think
they are
No I think
they are notI donrsquot know
EU28 755 114 131
EU27_2019 754 115 131
North 732 96 171
South 691 123 186
East 772 70 158
West 785 128 87
BE 733 140 126
BG 531 63 405
CZ 855 71 74
DK 655 160 185
DE 836 102 62
EE 905 10 85
IE 822 83 96
EL 705 27 268
ES 546 142 312
FR 740 188 72
HR 630 299 71
IT 804 135 61
CY 718 37 245
LV 761 28 210
LT 802 57 140
LU 799 102 100
HU 975 15 10
MT 579 90 331
NL 791 120 89
AT 805 110 85
PL 820 57 123
PT 650 73 277
RO 633 90 277
SI 931 09 60
SK 764 47 189
FI 840 54 106
SE 668 119 213
UK 765 107 128
IS 675 103 223
NO 761 108 131
The figure is significantly different (plt005) compared to the EU28 resultq5 - base all respondents N=25541
q5 - Do you know if manufacturers are legally required to recall products that are dangerous to consumers
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 11
22 Awareness by product category
q4 - Which of the following products do you believe can be subject to product recalls
Cars or other
motor vehicles
Home electrical
appliances such
as washing
machines water
boilers and
cookers
Electronic products
such as computers
mobile phones and
accessories such as
chargers
Products for
children such
as toys or
childcare
products
Cosmetics Any type of
product
EU28 864 857 877 913 735 640
EU27_2019 853 843 873 908 738 635
North 875 881 899 919 715 636
South 869 849 896 906 713 556
East 734 766 767 857 744 664
West 910 893 908 936 744 675
BE 906 838 859 916 722 740
BG 698 803 764 866 787 690
CZ 735 785 790 964 823 654
DK 919 792 854 935 749 557
DE 913 930 928 952 784 710
EE 904 939 948 834 619 759
IE 931 932 920 907 687 681
EL 880 889 869 938 865 815
ES 944 918 935 890 684 489
FR 864 794 887 913 737 601
HR 799 795 894 847 699 565
IT 817 793 878 927 709 532
CY 738 880 861 927 785 761
LV 748 806 823 822 641 636
LT 682 841 838 778 535 491
LU 845 861 874 872 655 685
HU 849 857 836 936 765 716
MT 836 827 805 890 768 760
NL 933 897 923 950 709 704
AT 923 887 896 939 785 748
PL 635 655 652 817 746 655
PT 847 825 867 814 701 701
RO 846 881 878 793 610 620
SI 951 938 927 954 885 917
SK 720 796 845 980 933 759
FI 902 975 982 966 814 749
SE 913 897 904 955 719 644
UK 944 953 906 942 712 674
IS 950 888 927 965 787 852
NO 935 857 874 933 682 650
q4 - base all respondents N=25541The figure is significantly different (plt005) compared to the EU28 result
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 12
23 Assigning responsibility
It is the
responsibility of
the
manufacturer
to recall the
product as soon
as they know
about the risks
it poses
It is the
responsibility of
the seller to
inform
consumers who
purchased the
product about
the risks it
poses
Consumers
who learn
about a recall
notice about a
product they
have purchased
should take
action
immediately
It is important
for consumers
to pay attention
to product
recalls
EU28 980 883 923 939
EU27_2019 980 879 919 938
North 983 908 889 936
South 980 902 944 947
East 986 869 932 950
West 978 875 912 930
BE 989 929 859 962
BG 978 858 924 949
CZ 991 942 931 950
DK 991 908 897 927
DE 987 858 924 928
EE 984 900 922 961
IE 990 933 964 951
EL 993 944 984 991
ES 987 972 985 957
FR 952 848 904 915
HR 930 871 893 910
IT 970 830 900 925
CY 995 943 989 994
LV 977 912 909 965
LT 983 907 919 976
LU 985 959 943 969
HU 997 858 943 959
MT 989 955 987 981
NL 982 891 757 930
AT 997 851 928 942
PL 986 806 948 937
PT 992 968 981 983
RO 993 931 969 977
SI 996 933 813 962
SK 979 965 757 955
FI 967 947 904 939
SE 988 888 859 918
UK 986 909 947 939
IS 998 959 946 982
NO 987 874 907 925
q8b - base all respondents N=25541
The figure is significantly different (plt005) compared to the EU28 result
q8b - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about product recalls
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 13
3 Product registration
31 General awareness
Yes I did No I didnrsquot
know
EU28 397 603
EU27_2019 385 615
North 304 696
South 369 631
East 334 666
West 445 555
BE 362 638
BG 279 721
CZ 350 650
DK 241 759
DE 405 595
EE 261 739
IE 444 556
EL 281 719
ES 277 723
FR 503 497
HR 454 546
IT 455 545
CY 236 764
LV 252 748
LT 292 708
LU 392 608
HU 418 582
MT 274 726
NL 379 621
AT 392 608
PL 289 711
PT 378 622
RO 348 652
SI 398 602
SK 375 625
FI 353 647
SE 333 667
UK 481 519
IS 229 771
NO 336 664
The figure is significantly different (plt005) compared to the EU28 result
q9a - base all respondents N=25541
q9a - Did you know that by registering a product you can be contacted directly in case there is a problem with that product
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 14
32 Consumer behaviour
Yes Sometimes No
EU28 401 286 313
EU27_2019 377 291 332
North 394 263 343
South 358 281 361
East 453 226 320
West 404 308 288
BE 420 264 315
BG 449 99 452
CZ 437 266 296
DK 442 207 352
DE 307 373 319
EE 327 337 335
IE 532 251 217
EL 492 307 201
ES 355 293 351
FR 377 298 325
HR 425 191 383
IT 339 278 383
CY 275 215 510
LV 346 191 464
LT 448 211 341
LU 198 282 520
HU 483 120 397
MT 476 135 389
NL 420 289 291
AT 341 305 354
PL 340 347 312
PT 406 248 346
RO 652 111 238
SI 397 152 451
SK 425 288 287
FI 316 417 267
SE 420 211 369
UK 536 258 205
IS 366 136 499
NO 471 206 323
The figure is significantly different (plt005) compared to the EU28 result
q9b - base consumers who know they can be contacted in case there is a problem
with a product after you registered the product N=9128
q9b - And do you usually register the product so you can be contacted in case of problems with that product
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 15
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 16
33 Drivers of consumer behaviour
Note for the following countries the base size is smaller than 100 LU CY EE LV LT MT and IS For these countries no robust comparisons can be made regarding q10
q10 - How important are the following factors in your decision to register your contact
details when buying a product
There is
minimum effort
required on my
part
I receive an
incentive such
as a voucher
discount or
gift
Registration will
allow the seller or
manufacturer to
inform me about
potential issues with
the product
I know my data
such as email
address will not
be used for
marketing
purposes
I trust the
brand or seller
The product is
expensive
EU28 76 56 86 85 81 69
EU27_2019 75 57 85 86 81 68
North 75 47 84 80 79 70
South 75 65 88 87 83 70
East 74 60 86 83 81 70
West 77 52 84 85 80 68
BE 68 55 84 79 78 66
BG 78 63 84 75 76 77
CZ 66 51 83 75 78 72
DK 72 38 83 79 80 64
DE 77 38 82 91 82 55
EE 73 59 87 84 77 78
IE 79 56 87 83 79 75
EL 78 61 89 83 74 75
ES 81 59 90 91 85 67
FR 76 71 86 86 81 76
HR 79 77 86 83 84 80
IT 70 67 87 85 83 71
CY 83 60 91 87 79 89
LV 72 69 82 74 76 77
LT 75 67 86 74 70 84
LU 75 66 79 80 76 63
HU 77 58 91 82 83 75
MT 82 58 88 88 88 63
NL 70 52 81 82 77 66
AT 77 47 82 88 83 53
PL 68 57 81 85 79 71
PT 77 68 90 87 83 74
RO 82 66 94 87 86 63
SI 77 65 89 71 82 75
SK 68 56 86 78 80 71
FI 79 44 85 85 83 68
SE 73 44 82 77 78 68
UK 79 50 86 79 78 76
IS 76 34 87 81 79 77
NO 68 43 81 79 73 68
q10 - base respondents who have registered a product so that they can be contacted in case there is a problem
with the product N=6175
The figure is significantly different (plt005) compared to the EU28 result
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 17
4 Exposure to product recalls
41 Overall exposure and exposure for products owned
Yes No Yes No
EU28 565 435 124 876
EU27_2019 543 457 119 881
North 606 394 84 916
South 456 544 130 870
East 463 537 54 946
West 657 343 152 848
BE 618 382 115 885
BG 222 778 29 971
CZ 613 387 45 955
DK 675 325 124 876
DE 676 324 166 834
EE 560 440 54 946
IE 707 293 167 833
EL 465 535 69 931
ES 313 687 91 909
FR 555 445 143 857
HR 505 495 157 843
IT 573 427 186 814
CY 261 739 15 985
LV 398 602 38 962
LT 380 620 32 968
LU 371 629 111 889
HU 486 514 60 940
MT 334 666 40 960
NL 692 308 103 897
AT 718 282 178 822
PL 434 566 56 944
PT 409 591 51 949
RO 447 553 45 955
SI 746 254 47 953
SK 572 428 35 965
FI 802 198 112 888
SE 569 431 74 926
UK 721 279 156 844
IS 648 352 79 921
NO 607 393 83 917
q6 amp q11 - base all respondents N=25541
The figure is significantly different (plt005) compared to the EU28 result
q6 - Apart from [two real-life examples of recalls] in the past 2 years have you seen or heard any other information notices ads or announcements concerning the recall of a specific product
q11 - In the last two years have you seen or received any notice or request to return a product you had purchased yourself
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 18
42 Exposure by product category
q7a - In the last 2 years for which of the following product categories did you see or
hear information about product recalls
Cars or other
motor vehicles
Home electrical
appliances such
as washing
machines water
boilers and
cookers
Electronic products
such as computers
mobile phones and
accessories such as
chargers
Products for
children Cosmetics Other
EU28 788 334 553 605 225 309
EU27_2019 777 274 547 616 247 313
North 732 272 589 692 148 259
South 788 226 558 570 276 204
East 667 212 506 669 283 339
West 827 412 560 591 198 342
BE 870 191 641 611 147 352
BG 624 144 362 530 229 120
CZ 610 173 445 894 241 257
DK 808 190 649 796 165 233
DE 878 266 492 551 211 359
EE 769 119 308 481 65 125
IE 845 427 650 570 164 416
EL 790 228 645 588 326 199
ES 889 130 445 656 350 53
FR 706 452 613 682 319 366
HR 730 374 611 717 424 229
IT 739 271 611 552 254 268
CY 474 198 197 494 138 118
LV 748 205 361 474 123 159
LT 644 418 644 561 172 216
LU 702 228 520 485 125 415
HU 739 246 450 639 163 239
MT 623 125 312 456 123 317
NL 788 256 595 751 173 410
AT 906 291 505 508 163 308
PL 583 161 503 643 322 443
PT 875 185 429 410 160 195
RO 891 332 657 546 235 289
SI 682 153 369 591 101 706
SK 459 130 380 805 506 263
FI 656 356 678 791 186 333
SE 750 263 535 626 118 259
UK 847 652 583 542 108 284
IS 869 96 526 799 117 202
NO 779 263 479 461 100 264
q7a - base respondents who have seen or heard about product recalls N=14093The figure is significantly different (plt005) compared to the EU28 result
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 19
Note Due to the low overall sample available is it not possible to draw statistically robust comparisons for specific countries Therefore no country results are displayed for questions q12a and q12b
43 Online versus offline purchases
q12a - Which product category did the recalled product belong to [this question refers
to general notices about product recalls]
Cars or other
motor
vehicles
Home electrical
appliances such
as washing
machines
water boilers
and cookers
Electronic
products such
as computers
tablets and
mobile phones
Electronic
product
accessories
such as
chargers and
adapters
Products for
childrenCosmetics Other
EU28 465 113 151 81 44 43 104
EU27_2019 436 100 167 84 50 49 114
North 352 116 165 115 93 11 148
South 404 97 161 133 40 56 109
East 238 118 227 89 108 69 151
West 530 119 135 54 34 35 93
q12a - base respondents who have seen or received notices about recalled products that they have
purchased N=2393
The figure is significantly different (plt005) compared to the EU28 result
q12b - Did you purchase the product
online or offline
Online Offline Donrsquot know
EU28 186 801 13
EU27_2019 191 798 12
North 154 782 64
South 144 850 06
East 260 726 15
West 197 791 12
q12b - base respondents who have seen or received notices about
recalled products that they have purchased N=2393
The figure is significantly different (plt005) compared to the EU28 result
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 20
44 Exposure by communication channel
q7b - How did you seehear about product recalls
Traditional
press or
media (eg
newspapers
television
radio etc)
Online media
A consumer
association or
a dedicated
information
service
platform
A physical
store
The sellerrsquos
or
manufacturer
rsquos website
A friend or
acquaintanceDonrsquot know
EU28 798 536 191 238 184 293 08
EU27_2019 796 537 194 221 183 305 07
North 797 507 111 139 146 183 11
South 772 540 210 171 172 377 06
East 754 608 151 128 218 303 07
West 819 519 202 301 183 270 08
BE 866 481 184 176 143 214 11
BG 673 391 32 55 112 189 18
CZ 848 612 210 116 245 303 02
DK 846 645 222 106 134 247 12
DE 868 507 162 307 136 254 06
EE 663 481 42 145 89 124 00
IE 808 580 195 320 208 270 16
EL 680 691 179 103 133 305 14
ES 883 520 171 140 111 345 04
FR 731 508 295 294 265 410 03
HR 602 384 274 199 320 513 00
IT 731 543 239 208 217 427 05
CY 567 344 22 35 144 199 00
LV 600 662 56 73 116 155 09
LT 659 702 154 170 227 348 29
LU 754 433 86 182 121 243 04
HU 729 547 125 86 108 198 03
MT 516 678 19 43 34 193 17
NL 832 569 216 207 185 168 16
AT 889 486 245 401 122 191 00
PL 668 689 143 124 246 272 11
PT 863 409 145 56 50 166 08
RO 898 628 167 178 228 452 08
SI 756 469 87 126 100 131 02
SK 791 549 70 83 193 201 00
FI 888 441 92 113 169 165 04
SE 760 408 58 184 130 132 13
UK 806 536 175 326 190 225 13
IS 850 680 157 128 155 202 00
NO 672 558 93 75 102 104 16
q7b - base respondents who have seen or heard about product recalls N=13835
The figure is significantly different (plt005) compared to the EU28 result
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 21
45 Preferred communication channels
q18 - How would you prefer to receive information about recalls of products you have
purchased
Traditional
press or media Online media
A consumer
association or a
dedicated
information
service platform
Visual
communication
The sellerrsquos or
manufacturerrsquos
website
Directly
Via a
notification
through a
mobile
application
EU28 825 624 545 635 559 840 554
EU27_2019 827 628 557 632 567 828 544
North 811 602 456 558 520 890 503
South 832 647 603 620 570 845 580
East 796 675 549 660 634 847 662
West 834 595 523 641 530 829 504
BE 866 625 544 629 592 878 576
BG 741 631 496 627 559 785 542
CZ 817 650 441 578 540 803 541
DK 832 661 498 492 404 881 437
DE 862 610 526 663 507 789 366
EE 800 636 370 551 480 866 468
IE 829 627 550 705 550 921 676
EL 749 725 676 603 605 855 716
ES 877 656 675 733 635 869 650
FR 793 545 556 606 558 769 544
HR 750 659 544 572 558 813 594
IT 817 632 520 535 514 819 491
CY 811 596 535 437 501 764 504
LV 690 654 497 667 585 840 587
LT 679 698 547 611 611 844 562
LU 861 618 467 675 583 747 446
HU 790 657 554 669 580 775 573
MT 732 687 595 498 487 957 700
NL 884 666 549 578 585 836 572
AT 905 616 636 703 525 837 412
PL 826 708 577 705 709 862 734
PT 817 623 708 651 580 888 662
RO 774 683 623 698 663 942 772
SI 684 524 337 405 275 659 227
SK 780 627 440 564 583 802 537
FI 903 624 478 562 554 905 577
SE 811 513 395 558 532 915 470
UK 808 597 458 652 505 928 619
IS 891 799 627 608 595 914 594
NO 703 536 416 475 387 933 499
q18 - base all respondents N=25541The figure is significantly different (plt005) compared to the EU28 result
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 22
5 Consumer responses to product recalls
51 Responses to general product recall information
Note the last column of this table is based on a derived proportion of those respondents who owned the product but 1) did not follow the instrution of the notice and 2) did not say that they took no action in response to it
52 Responses to product recalls for products owned
Note Due to the low overall sample available is it not possible to draw statistically robust comparisons for specific countries Therefore no country results are displayed for question q12c
You checked
to see if it
concerned a
product you
owned
You took no
action
because you
did not own
the product
Told other
people about
it
Owned the product
and followed the
instructions of the
recall notice
Took no
action even
though you
owned the
product
Took some action but
did not follow the
instructions of the
recall notice1
EU28 774 790 616 649 143 208
EU27_2019 765 802 625 634 161 205
North 659 801 447 467 198 335
South 827 802 731 748 130 123
East 684 783 665 424 157 419
West 790 786 577 694 139 168
The figure is significantly different (plt005) compared to the EU28 result
q7c1 - base respondents who have seen or heard about product recalls N=14093
q7c1 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the communication about the product recall
q12c - Thinking about this product recall what actions did you take in response
You contacted
the
manufacturer
seller for more
information
You contacted
the
manufacturer
seller for
reimbursement
You returned
the product
You threw
the product
away
You
continued
using the
product with
extra caution
You told
others about
the product
recall
You took no
action
EU28 557 413 463 73 312 490 39
EU27_2019 547 434 448 81 280 483 41
North 394 394 471 50 141 273 118
South 561 360 404 118 277 530 25
East 490 446 476 118 276 427 72
West 574 433 488 48 342 493 37
q12c - base respondents who have seen or received notices about recalled products that they have
purchased N=2393
The figure is significantly different (plt005) compared to the EU28 result
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 23
53 Drivers of consumer actions ndash hypothetical scenario
If the
potential
danger was
clearly
communicated
and it seemed
serious
If the specific
action to take
was clearly
communicate
d
If the product
was
expensiveva
luable
If there was
a financial
incentive
If I had
already
experienced
the issue that
was identified
in the
product recall
Other
EU28 955 935 799 648 919 440
EU27_2019 952 931 791 650 915 434
North 967 922 865 725 946 426
South 950 944 744 635 906 346
East 950 923 782 658 914 540
West 959 936 827 643 924 452
BE 940 921 837 664 888 540
BG 879 819 732 653 797 556
CZ 954 926 867 814 876 599
DK 970 888 852 726 940 358
DE 974 959 858 654 969 416
EE 974 933 897 760 962 754
IE 959 933 884 666 933 529
EL 962 934 818 660 938 483
ES 974 962 704 600 955 182
FR 917 874 743 638 833 402
HR 870 811 752 645 707 290
IT 924 926 734 635 851 365
CY 967 948 835 730 939 597
LV 924 914 899 859 934 641
LT 936 927 888 737 924 352
LU 950 923 884 712 959 552
HU 961 924 871 697 957 624
MT 949 928 849 769 906 481
NL 974 952 847 615 952 664
AT 971 957 865 663 973 382
PL 961 924 867 679 963 562
PT 984 972 893 747 973 804
RO 955 969 519 471 886 471
SI 987 982 945 887 987 545
SK 976 953 830 737 950 541
FI 975 946 875 653 967 541
SE 977 926 849 730 943 338
UK 979 962 853 634 948 485
IS 972 939 797 626 940 344
NO 961 931 877 780 948 429
q8a1 - base all respondents N=25541
The figure is significantly different (plt005) compared to the EU28 result
q8a1 - If you heard [about two real-life examples of product recalls] and you owned one of [the recalled products] what would have made you take any actions
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 24
If the potential
danger was
clearly
communicated
and it seemed
serious
If the specific
action to take
was clearly
communicated
If the product
was
expensiveva
luable
If there was
a financial
incentive
If the person I
knew had already
experienced the
issue that was
identified in the
product recall
Other
EU28 948 920 751 618 903 427
EU27_2019 943 916 745 622 898 422
North 948 887 780 636 887 405
South 947 927 708 609 898 327
East 946 921 760 638 914 552
West 949 920 767 613 902 433
BE 917 887 762 602 887 527
BG 869 820 737 637 805 555
CZ 953 917 836 794 919 600
DK 938 857 734 606 871 342
DE 958 937 802 636 945 395
EE 958 946 874 635 934 753
IE 962 939 802 609 929 516
EL 950 917 777 636 906 486
ES 980 946 656 570 959 144
FR 914 880 687 625 814 392
HR 866 843 712 644 722 294
IT 917 911 709 610 851 357
CY 854 808 692 577 808 491
LV 915 883 855 819 895 637
LT 934 889 826 712 870 349
LU 880 855 823 656 941 514
HU 954 916 819 679 912 634
MT 887 858 783 682 849 441
NL 945 898 758 553 876 637
AT 950 941 808 630 938 359
PL 956 925 847 661 960 576
PT 979 954 864 744 909 784
RO 956 962 506 454 889 498
SI 978 974 942 894 977 543
SK 968 940 806 663 938 530
FI 961 927 812 531 902 509
SE 955 874 748 655 886 308
UK 977 945 793 588 936 457
IS 964 900 726 518 912 335
NO 950 910 824 720 916 411
q8a2 - base all respondents N=25541
The figure is significantly different (plt005) compared to the EU28 result
q8a2 - If you heard [about two real-life examples of product recalls] and you knew someone who owned one of [the recalled products] what would have made you take any actions
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 25
54 Drivers of consumer actions ndash real scenario
q7cx1 - What would have made you take some action
If the potential
danger was
more clearly
communicated
and seemed
serious
If the specific
action to take
was more
clearly
communicated
If the product
was expensive
valuable
If I knew
someone who
owned the
product
If I owned the
product myself
EU28 900 843 739 926 979
EU27_2019 895 843 735 918 978
North 901 780 770 913 968
South 933 881 731 907 990
East 945 903 778 947 971
West 875 820 727 928 979
BE 921 837 753 916 975
BG 958 874 808 875 879
CZ 975 947 880 947 971
DK 934 873 759 944 978
DE 826 785 714 952 989
EE 961 887 885 955 992
IE 924 844 779 944 987
EL 984 950 860 944 990
ES 951 867 675 984 1000
FR 882 860 701 844 946
HR 892 837 847 820 890
IT 911 864 715 861 987
CY 973 963 891 950 988
LV 921 894 888 913 963
LT 918 868 852 856 969
LU 830 856 839 934 975
HU 932 924 791 951 984
MT 944 884 822 895 972
NL 888 778 746 924 979
AT 846 779 701 933 988
PL 963 911 849 972 983
PT 989 975 890 986 986
RO 896 850 500 926 972
SI 994 981 968 992 1000
SK 964 917 820 974 981
FI 877 701 764 884 964
SE 885 735 732 921 963
UK 929 847 760 969 989
IS 974 913 767 940 990
NO 865 813 857 941 978
The figure is significantly different (plt005) compared to the EU28 resultq7cx1 - base respondents who have seen or heard about product recalls but took no
action N=11741
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 26
6 The impact of product recalls
61 Responses from manufacturerssellers
Note Due to the low overall sample available is it not possible to draw statistically robust comparisons for specific countries Therefore no country results are displayed for questions q13 and q15
62 Consumer satisfaction with the recall experience
q13 - How did the manufacturerseller respond to your contact about
the recall
They offered
to repair the
product
They offered
to replace
the product
They asked
me to throw
the product
away
They asked
me to return
the product
They offered
to reimburse
me
They offered
no
compensation
EU28 689 585 46 513 343 247
EU27_2019 655 616 53 503 380 223
North 607 587 79 544 361 294
South 618 609 71 413 283 262
East 594 746 122 720 398 296
West 734 556 25 531 362 232
q13 - base respondents who have seen or received notices about recalled products that they have
purchased and made contact right away N=1248
The figure is significantly different (plt005) compared to the EU28 result
q15 - How satisfied or dissatisfied are you with
the following aspects of the product recall
process
The time it
required
The ease of
the process
The
compensatio
nreimburse
ment if any
The assistance
received from the
manufacturer
seller in resolving
any issues if any
EU28 71 76 70 78
EU27_2019 72 77 74 79
North 68 74 69 77
South 75 78 73 80
East 69 73 75 76
West 69 76 69 78
The figure is significantly different (plt005) compared to the EU28 result
q15 - base respondents who have seen or received notices about recalled
products that they have purchased N=2393
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 27
63 Satisfaction with product recall information
It was clear
which specific
product was
recalled
It was clear
where the
product had
been sold
It was clear
what specific
danger was
posed by the
product
It was clear
who to contact
for more
information
It was clear what
procedure to
follow to return
replace or
dispose of the
product
It was clear what
procedure to follow
to receive a
reimbursement or
compensation
The
communication
was easy to
access and
visible
EU28 85 75 79 71 71 63 74
EU27_2019 84 76 79 70 71 63 74
North 86 73 81 69 68 60 72
South 85 75 80 71 69 62 74
East 86 78 82 69 73 65 72
West 85 74 78 72 72 64 75
BE 85 76 75 68 68 58 73
BG 83 75 80 64 60 55 78
CZ 84 78 85 72 76 66 75
DK 85 72 79 67 68 57 67
DE 84 73 77 69 70 62 76
EE 90 75 82 68 62 51 78
IE 87 76 80 75 77 69 75
EL 85 68 77 62 65 51 71
ES 82 76 80 66 62 54 69
FR 82 78 77 75 74 70 74
HR 81 79 79 74 75 74 76
IT 86 77 81 74 73 67 77
CY 84 79 73 62 58 54 72
LV 85 71 80 58 58 48 72
LT 81 73 77 62 60 50 73
LU 74 70 69 65 65 62 75
HU 90 82 86 76 76 72 79
MT 85 71 78 64 64 58 70
NL 86 79 79 72 72 65 75
AT 80 70 76 67 65 57 75
PL 83 75 78 62 70 59 62
PT 85 64 77 67 65 55 75
RO 90 80 84 75 74 68 80
SI 92 84 83 81 80 72 83
SK 93 79 88 70 74 65 79
FI 88 77 85 77 80 73 74
SE 87 70 80 67 63 56 72
UK 87 71 81 73 74 64 74
IS 91 76 83 72 65 60 69
NO 87 69 81 69 68 63 73
q7d - base respondents who have seen or heard about product recalls N=14093The figure is significantly different (plt005) compared to the EU28 result
q7d - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you remember seing or hearing in the past 2 years
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 28
64 Satisfaction with product recall information
Note Due to the low overall sample available is it not possible to draw statistically robust comparisons for specific countries Therefore no country results are displayed for question q16
q16 - Thinking about this product recall experience
which of the following statements apply to you
It increased
my confidence
in the
brandsellersh
op
I became more
distrustful of
the
brandsellersh
op
I started
paying more
attention to
information
about
product
recalls
EU28 544 301 635
EU27_2019 544 295 665
North 644 211 533
South 491 331 777
East 588 353 721
West 556 285 565
The figure is significantly different (plt005) compared to the EU28 result
q16 - base respondents who have seen or received notices about recalled
products that they have purchased N=2393
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 29
7 Vulnerable consumers
71 Awareness of rights and responsibilities
Consumersrsquo awareness of manufacturers being legally required to recall dangerous
products is associated most closely with their financial situation followed by
occupation and education
Consumersrsquo agreement with the statement that it is the responsibility of the
manufacturer to recall the product as soon as they know about the risks it poses is
associated most closely with their education level their age and with how many young
children they have
759 A 754 A 734 A 762 A 765 A 766 A 715 766 A 756 A
758 A 757 A 753 A 777 A 668 767 B 761 AB 740 A
781 BC 789 C 787 C 722 A 728 AB 702 A 707 A 740 AB
780 751 A 742 A 742 A 770 A 757 A 765 A
Retired
Online buying behaviour Children
q5_1 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q5_1 - Do you know if manufacturers are legally required to recall products that are dangerous to consumers - Yes I think they are
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
979 A 982 A 983 AB 984 B 972 A 978 AB 985 A 987 A 972
980 A 980 A 982 A 980 A 963 A 979 A 978 A 985 A
985 A 980 A 985 A 975 A 975 A 968 A 966 A 981 A
983 A 979 A 981 A 976 A 973 AB 983 AB 984 B
Retired
Online buying behaviour Children
q8b_1 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_1 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - It is the responsibility of the manufacturer to recall the product as soon as they know about the risks it poses
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 30
Consumersrsquo agreement with the statement that it is the responsibility of the seller to
inform consumers who purchased the product about the risk it poses is associated
most closely with their online buying behaviour their education level and their
occupation
Consumersrsquo agreement with the statement that consumers who learn about a recall
notice about a product they have purchased should act immediately is associated most
closely with their education level gender and financial status
884 A 883 A 891 A 885 A 882 A 866 A 909 A 898 A 867
870 AB 896 B 890 B 852 A 871 AB 881 A 884 A 885 A
876 ABC 894 BC 866 A 890 BC 845 AB 913 C 893 ABC 904 C
877 A 871 A 913 881 A 866 A 878 A 890 A
Retired
Online buying behaviour Children
q8b_2 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_2 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - It is the responsibility of the seller to inform consumers who purchased the product about the risks it poses
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
914 933 918 A 917 A 930 A 939 A 946 A 936 A 909
949 C 932 BC 926 B 895 A 918 ABC 919 A 929 A 920 A
923 A 917 A 920 A 926 A 927 A 919 A 946 A 926 A
926 A 918 A 929 A 908 A 914 AB 925 AB 937 B
Retired
Online buying behaviour Children
q8b_3 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_3 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - Consumers who learn about a recall notice about a product they have purchased should take action immediately
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 31
Consumersrsquo agreement with the statement that it is important for them to pay
attention to product recalls is associated most closely with their gender how many
young children they have and their age
72 Product registration
Consumersrsquo awareness that by registering a product they can be contacted directly in
case there is a problem with this product is associated most closely with their gender
their online buying behaviour and their education level
931 948 928 A 940 AB 939 A 958 B 943 AB 948 B 931 A
931 AB 938 AB 947 B 929 A 890 AB 941 A 941 A 936 A
932 A 943 A 946 A 942 A 932 A 938 A 927 A 931 A
939 A 935 A 948 A 926 A 934 A 930 A 956
Retired
Online buying behaviour Children
q8b_4 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_4 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - It is important for consumers to pay attention to product recalls
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
458 340 377 AB 418 C 413 BC 371 A 342 400 A 405 A
387 AB 389 A 390 A 434 B 413 AB 403 A 405 A 383 A
440 C 438 C 409 BC 381 AB 335 A 352 A 347 AB 385 AB
457 408 317 381 A 428 B 381 AB 410 AB
Retired
Online buying behaviour Children
q9a - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q9a - Did you know that by registering a product you can be contacted directly in case there is a problem with that product - Yes I did
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 32
Registering a product in order to be contacted in case of problems with a product is
associated most closely with consumersrsquo online buying behaviour their financial status
and their age
Consumersrsquo agreement with the statement that allowing the seller or manufacturer to
inform them about potential issues with the product is an important factor in their
decision to register a product is associated most closely with their financial status
710 A 716 A 721 AB 684 A 713 AB 774 B 746 A 705 A 714 A
815 B 709 A 701 A 709 A 768 AB 710 A 704 A 725 A
722 AB 729 AB 687 A 747 B 736 AB 697 AB 681 AB 721 AB
679 A 711 A 780 710 A 697 A 709 A 719 A
Retired
Online buying behaviour Children q9b - base EU28
respondents that know you
can be contacted in case
there is a problem with a
product after you registered
the product (N=8665)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q9b - And do you usually register the product so you can be contacted in case of problems with that product - Yes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
85 A 86 A 85 A 86 A 86 A 84 A 85 A 86 A 85 A
86 AB 84 A 86 AB 86 B 84 AB 85 A 86 A 86 A
85 A 86 A 85 A 87 A 83 A 84 A 85 A 87 A
86 A 86 A 85 A 85 A 84 A 86 A 86 A
2018
q10_3 - How important are the following factors in your decision to register your contact details when buying a product - Registration will
allow the seller or manufacturer to inform me about potential issues with the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_3 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 33
Consumersrsquo agreement with the statement that knowing that their data will not be
used for marketing purposes is an important factor in their decision to register a
product is associated most closely with their gender online buying behaviour and
education level
Consumersrsquo agreement with the statement that having trust in the brand or the seller
is an important factor in their decision to register a product is associated most closely
with their financial situation
83 87 85 AB 86 B 83 A 84 AB 81 A 86 B 84 AB
88 B 83 A 84 A 86 AB 83 AB 85 A 85 A 85 A
85 A 84 A 86 A 84 A 84 A 86 A 81 A 83 A
85 A 86 A 81 83 A 85 AB 83 A 86 B
2018
q10_4 - How important are the following factors in your decision to register your contact details when buying a product - I know my data
such as email address will not be used for marketing purposes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_4 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
80 A 81 A 81 A 82 A 80 A 79 A 82 A 81 A 80 A
81 AB 79 A 81 B 82 B 76 AB 80 A 81 A 80 A
80 A 82 A 81 A 80 A 77 A 81 A 77 A 82 A
81 A 81 A 78 A 81 A 79 A 80 A 81 A
2018
q10_5 - How important are the following factors in your decision to register your contact details when buying a product - I trust the brand or
seller
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_5 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 34
Consumersrsquo agreement with the statement that the product being expensive is an
important factor in their decision to register a product is associated most closely with
how many young children they have their financial situation and education level
73 Exposure to product recalls
Consumersrsquo exposure to product recall notices is associated most closely with their
online buying behaviour education level and occupation
69 A 70 A 71 A 68 A 69 A 69 A 70 AB 67 A 71 B
75 B 71 AB 68 A 69 A 66 AB 69 A 70 A 70 A
69 AB 70 AB 67 A 71 B 64 A 71 AB 70 AB 71 AB
69 A 70 A 69 A 69 A 71 AB 73 B 68 A
2018
q10_6 - How important are the following factors in your decision to register your contact details when buying a product - The product is
expensive
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_6 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
590 547 535 A 610 B 602 B 506 A 449 562 599
510 A 542 A 586 B 601 B 486 A 575 A 575 A 554 A
593 DE 602 DE 618 E 512 B 481 AB 520 ABC 446 A 564 CD
642 585 470 553 A 534 A 553 A 589
Retired
Online buying behaviour Children
q6 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q6 - Apart from the Ikea furniture and Samsung phone examples in the past 2 years have you seen or heard any other information notices
ads or announcements concerning the recall of a specific product - Yes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 35
Consumersrsquo exposure to product recalls for products they had purchased themselves is
associated most closely with their online buying behaviour gender and education
level
Consumersrsquo likelihood to have seen or heard information about product recalls in the
last 2 years is associated most closely with their gender age and education level
144 107 116 AB 142 C 135 BC 88 A 79 131 A 126 A
108 AB 121 ABC 122 B 147 C 84 A 133 B 128 AB 112 A
139 B 135 AB 135 B 96 A 95 AB 107 AB 92 A 129 AB
146 A 133 A 81 111 A 132 AB 123 AB 135 B
Retired
Online buying behaviour Children
q11 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q11 - In the last 2 years have you seen or received any notice or request to return a product you had purchased yourself - Yes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
846 741 727 822 A 819 A 802 A 743 800 A 796 A
730 A 776 AB 802 BC 824 C 753 ABC 819 B 778 A 792 AB
786 AB 788 AB 820 B 779 A 747 A 782 AB 788 AB 784 AB
811 B 781 A 796 AB 791 AB 750 A 778 AB 810 B
Retired
Online buying behaviour Childrenq7a_1 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7a_1 - In the last 2 years for which of the following product categories did you see or hear information about product recalls - Cars or other
motor vehicles
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 36
Consumersrsquo preference of receiving information about recalls of products they have
purchased via traditional press or media is associated most closely with their financial
status gender and age
Consumersrsquo preference of receiving information about recalls of products they have
purchased via online media is associated most closely with their age online buying
behaviour and with how many young children they have
809 842 787 839 A 838 A 842 A 786 A 839 820 A
798 A 841 B 840 B 780 A 755 A 831 A 822 A 823 A
814 ABC 808 ABC 843 D 815 BC 764 A 846 CD 772 AB 842 CD
801 831 A 842 A 828 A 816 A 816 A 828 A
Retired
Online buying behaviour Children
q18_1 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q18_1 - How would you prefer to receive information about recalls of products you have purchased - Traditional press or media
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
630 A 624 A 728 645 600 508 622 AB 640 B 615 A
597 A 635 A 632 A 615 A 602 A 623 A 635 A 620 A
629 ABC 656 C 646 C 643 BC 649 ABC 595 AB 643 ABC 587 A
686 654 532 627 A 672 B 642 AB 616 A
Retired
Online buying behaviour Children
q18_2 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q18_2 - How would you prefer to receive information about recalls of products you have purchased - Online media
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 37
Consumersrsquo preference to receive information about recalls of products they have
purchased directly is associated most closely with their online buying behaviour
gender and occupation
74 Consumer responses to product recalls
Consumersrsquo likelihood to check if a recall notice concerned a product they owned is
associated most closely with their online buying behaviour financial situation and
occupation
850 832 854 A 849 A 837 A 815 A 841 A 839 A 842 A
844 A 844 A 839 A 843 A 783 A 844 A 844 A 833 A
838 AB 871 B 846 AB 822 A 832 AB 838 AB 805 A 841 AB
877 835 A 813 A 835 A 809 A 843 A 848 A
Retired
Online buying behaviour Children
q18_6 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q18_6 - How would you prefer to receive information about recalls of products you have purchased - Directly
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
778 A 771 A 781 A 779 A 760 A 772 A 735 A 785 A 771 A
706 A 763 AB 792 C 771 BC 695 AB 780 A 772 A 771 A
768 AB 803 BC 817 C 723 A 717 A 760 ABC 774 ABC 742 A
812 765 A 735 A 760 A 782 A 798 A 776 A
2018
q7crow1_1 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You checked to see if it concerned a product you owned
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow1_1 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 38
Consumersrsquo likelihood to take no action even though they owned a recalled product is
associated most closely with their education level gender and financial status
Consumersrsquo likelihood to follow the instructions of the recall notice to send back the
product or contact the manufacturer or the seller is associated most closely with the
degree of urbanisation and their occupation
166 117 219 B 136 AB 122 AB 104 A 283 119 A 140 A
154 AB 163 B 138 B 130 B 56 A 136 A 142 A 145 A
136 ABC 131 ABC 111 AB 157 ABC 134 ABC 235 C 75 A 185 BC
136 A 141 A 152 A 132 A 113 A 140 A 154 A
2018
q7crow3_3 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You took no action even though you owned the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow3_3 - base EU28
respondents who have seen
or heard about product
recalls (N=2631)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
774 A 742 A 751 A 746 A 773 A 777 A 761 A 759 A 756 A
759 A 774 A 740 A 797 A 650 A 790 B 763 AB 719 A
796 A 835 A 770 A 735 A 651 A 743 A 651 A 703 A
770 A 760 A 730 A 721 A 797 A 742 A 780 A
2018
q7crow4_4 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You owned the product and followed the instructions of the recall notice to send back the product or
contact the manufacturerseller
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow4_4 - base EU28
respondents who have seen
or heard about product
recalls (N=2174)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 39
Consumersrsquo likelihood to tell other people about a product recall is associated most
closely with their financial status gender and age
75 Drivers of consumer actions
Consumersrsquo agreement with the statement that they would have taken action if the
potential danger was more clearly communicated and seemed serious is associated
most closely with how many young children they have and with their occupation
601 631 654 B 597 A 594 A 626 AB 636 AB 646 B 591 A
641 BC 676 C 622 B 524 A 551 AB 605 A 627 A 612 A
593 AB 639 AB 639 B 644 B 561 AB 548 A 604 AB 585 AB
619 AB 601 A 642 B 600 AB 588 AB 589 A 640 B
2018
q7crow5_5 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You told other people about it
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow5_5 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
894 A 906 A 884 A 901 A 904 A 917 A 915 A 912 A 891 A
920 A 902 A 903 A 890 A 862 A 908 A 901 A 892 A
876 A 915 AB 892 A 927 B 894 AB 924 AB 945 B 898 AB
901 A 895 A 912 A 911 AB 928 B 875 A 892 AB
Retired
Online buying behaviour Children q7cx1_1 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_1 - What would have made you take some action - If the potential danger was more clearly communicated and seemed serious
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 40
Consumersrsquo agreement with the statement that they would have taken action if the
specific action to take was more clearly communicated is associated most closely with
their financial status online buying behaviour and occupation
Consumersrsquo agreement with the statement that they would have taken action if the
product was expensive or valuable is associated most closely with their education
level age and financial status
836 A 852 A 832 AB 831 A 851 AB 883 B 849 A 858 A 834 A
866 AB 870 B 845 AB 812 A 761 A 841 A 834 A 857 A
841 AB 869 AB 838 AB 877 B 819 AB 862 AB 833 AB 822 A
842 AB 834 A 872 B 854 A 803 A 824 A 850 A
Retired
Online buying behaviour Children q7cx1_2 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_2 - What would have made you take some action - If the specific action to take was more clearly communicated
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
733 A 744 A 788 B 713 A 736 AB 724 AB 810 A 760 A 715
771 AB 773 B 733 A 701 A 713 AB 748 A 737 A 732 A
726 A 727 A 727 A 745 A 770 A 755 A 778 A 755 A
756 A 724 A 742 A 727 A 731 A 729 A 751 A
Retired
Online buying behaviour Children q7cx1_3 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_3 - What would have made you take some action - If the product was expensivevaluable
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 41
Consumersrsquo agreement with the statement that they would have taken action if they
knew someone who owned the product is associated most closely with their online
buying behaviour gender and occupation
Consumersrsquo agreement with the statement that they would have taken action if they
owned the product themselves is associated most closely with their financial status
their online buying behaviour and occupation
916 936 929 A 923 A 917 A 935 A 905 A 918 A 934 A
932 AB 923 AB 931 AB 910 A 955 B 918 A 931 A 927 A
928 AB 898 A 941 B 943 B 904 AB 882 AB 954 B 910 AB
951 911 A 917 A 915 A 894 A 920 A 938 A
Retired
Online buying behaviour Children q7cx1_4 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_4 - What would have made you take some action - If I knew someone who owned the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
976 A 983 A 983 A 979 A 974 A 980 A 981 A 983 A 977 A
989 BC 976 A 982 AB 973 A 995 C 980 A 979 A 979 A
975 AB 986 B 985 B 960 A 971 AB 981 AB 990 B 981 AB
986 B 973 A 981 AB 981 A 968 A 980 A 980 A
Retired
Online buying behaviour Children q7cx1_5 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10507)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_5 - What would have made you take some action - If I owned the product myself
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 42
Consumersrsquo agreement with the statement that it was clear which specific product was
recalled is associated most closely with their online buying behaviour
Consumersrsquo agreement with the statement that it was clear where the product has
been sold is associated most closely with their financial status and occupation
85 A 85 A 85 A 85 A 85 A 84 A 83 A 85 A 85 A
83 A 84 A 85 A 85 A 83 A 84 A 85 A 85 A
84 A 85 A 85 A 85 A 85 A 84 A 84 A 85 A
86 A 85 A 83 84 A 84 A 85 A 86 A
Retired
Online buying behaviour Childrenq7d_1 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_1 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear which specific product was recalled
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
74 A 75 A 76 A 75 A 74 A 73 A 73 A 76 A 74 A
73 A 73 A 75 AB 77 B 72 AB 75 A 75 A 74 A
74 A 73 A 75 AB 77 B 73 AB 72 A 74 AB 76 AB
74 A 75 A 75 A 74 A 74 A 75 A 75 A
Retired
Online buying behaviour Childrenq7d_2 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_2 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear where the product had been sold
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 43
Consumersrsquo agreement with the statement that it was clear what specific danger was
posed by the product is associated most closely with their age occupation and online
buying behaviour
Consumersrsquo agreement with the statement that it was clear who to contact for more
information is associated most closely with their online buying behaviour financial
status and with how many young children they have
79 A 80 A 79 AB 78 A 79 A 83 B 78 A 80 A 79 A
77 A 78 A 80 A 80 A 78 A 79 A 79 A 80 A
80 BC 77 A 80 BC 81 BC 78 ABC 80 ABC 83 C 78 AB
79 AB 80 B 78 A 78 A 79 A 80 A 80 A
Retired
Online buying behaviour Childrenq7d_3 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_3 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what specific danger was posed by the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
71 A 70 A 70 A 71 A 70 A 72 A 70 A 71 A 71 A
70 AB 69 A 71 AB 73 B 70 AB 71 A 71 A 71 A
71 AB 70 AB 70 A 73 B 68 AB 72 AB 72 AB 71 AB
72 B 71 AB 69 A 69 A 71 AB 73 B 72 B
Retired
Online buying behaviour Childrenq7d_4 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_4 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear who to contact for more information
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 44
Consumersrsquo agreement with the statement that it was clear what procedure to follow
to return replace or dispose of the product is associated most closely with their online
buying behaviour financial status and education level
Consumersrsquo agreement with the statement that it was clear what procedure to follow
to receive a reimbursement or compensation is associated most closely with their age
online buying behaviour and with how many young children they have
71 A 71 A 69 A 72 B 71 AB 72 AB 71 AB 73 B 70 A
68 A 70 A 71 A 74 B 70 AB 72 A 71 A 71 A
70 A 71 A 71 A 72 A 68 A 74 A 70 A 72 A
73 71 A 69 A 69 A 72 AB 71 AB 72 B
Retired
Online buying behaviour Childrenq7d_5 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_5 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what procedure to follow to return replace or dispose of the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
63 A 64 A 61 A 64 BC 62 AB 67 C 64 AB 65 B 62 A
62 AB 63 AB 64 AB 65 B 56 A 64 AB 64 B 62 A
62 A 62 A 63 A 67 B 63 AB 65 AB 69 B 64 AB
65 A 64 A 61 61 66 A 64 A 65 A
Retired
Online buying behaviour Childrenq7d_6 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_6 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what procedure to follow to receive a reimbursement or compensation
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 45
Consumersrsquo agreement with the statement that the communication was easy to access
and visible is associated most closely with their financial status gender and with how
many young children they have
Consumersrsquo agreement with the statement that minimum effort required on their part
is an important factor in their decision to register when buying a product is associated
most closely with their education level occupation and financial status
73 75 73 A 74 A 76 A 74 A 75 A 75 A 73 A
73 AB 72 A 75 B 77 66 A 74 A 75 A 74 A
74 A 73 A 75 A 75 A 74 A 72 A 73 A 73 A
75 A 74 A 73 A 73 A 75 AB 74 AB 75 B
Retired
Online buying behaviour Childrenq7d_7 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_7 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - The communication was easy to access and visible
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
75 A 77 A 78 B 76 AB 74 AB 73 A 81 75 A 75 A
79 BC 75 ABC 75 AB 78 C 68 A 76 A 75 A 76 A
73 B 75 BC 77 BC 76 BC 65 A 76 BC 71 ABC 78 C
77 A 75 A 74 A 75 A 75 A 74 A 77 A
Retired
Online buying behaviour Children q10_1 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q10_1 - How important are the following factors in your decision to register your contact details when buying a product - There is minimum
effort required on my part
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 46
Consumersrsquo agreement with the statement that receiving an incentive such as a
voucher discount or gift is an important factor in their decision to register when
buying a product is associated most closely with their financial status education level
and age
55 A 57 A 61 56 A 53 A 51 A 63 54 A 57 A
65 B 59 B 55 A 53 A 47 A 56 A 57 A 56 A
54 A 56 A 53 A 61 B 56 AB 58 AB 59 AB 58 AB
55 A 57 A 57 A 56 A 60 A 55 A 56 A
2018
q10_2 - How important are the following factors in your decision to register your contact details when buying a product - I receive an
incentive such as a voucher discount or gift
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_2 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 9
bull Poisson models for dependent variables that can be thought of as a count
variable (eg knowledge of consumer rights trust in organisations)
bull Linear models when the dependent variable is assumed to be numerical and
linear (eg problems and complaints)
Each visual contains results from one question or question item The values shown in
the tables of the sociodemographic analysis are based on model estimates5
Statistically significant differences between categories or levels of a socio-demographic
variable are indicated with letters (eg A B) next to each figure The categories of a
socio-demographic variable are statistically significant different from each other
except when the categories share the same letter If two groups contain different
letters (eg A and B) or no letters at all this indicates that the results for these
groups are statistically different When a category is associated with a blank it is
statistically significant different from all the other categories Differences and
equalities for socio-demographic results are only considered within each
sociodemographic variable (eg 18-34 years old vs 35-54 years old) and not between
sociodemographic variables (eg 18-34 yearsrsquo old vs women)
In addition to differences across sociodemographic subgroups for each variable the
three sociodemographic characteristics most closely linked to the reported question
(eg awareness of product recalls) are reported below each visual They are reported
in order of the magnitude of the link starting with the strongest link
5 Model estimates are calculated using the margins function in Stata A margin is a statistic based on a fitted model calculated over a dataset in which some of or all the covariates are fixed at values different from what they really are In the models estimated for this report the margins function calculates the predicted means for the different values of a socio-demographic variable (eg age) while all the other covariates (including the other socio-demographic variables) are hold fixed In practice the estimated value of a dependant variable Y (eg the of persons who are aware of manufacturersrsquo legal responsibility to recall dangerous products) for the male category is obtained under the hypothesis that all the persons interviewed are males while their remaining sociodemographic characteristics (used in the model as regressors) corresponds to the categories observed in the sample In addition a pwcompare (group effects) option was added to the function to perform pairwise comparisons between all levels of a socio-demographic variable based on the estimated models These comparisons provided information to determine the variables with the closest link with the respective dependent variable
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 10
2 Awareness of rights and responsibilities
21 General awareness
Yes I think
they are
No I think
they are notI donrsquot know
EU28 755 114 131
EU27_2019 754 115 131
North 732 96 171
South 691 123 186
East 772 70 158
West 785 128 87
BE 733 140 126
BG 531 63 405
CZ 855 71 74
DK 655 160 185
DE 836 102 62
EE 905 10 85
IE 822 83 96
EL 705 27 268
ES 546 142 312
FR 740 188 72
HR 630 299 71
IT 804 135 61
CY 718 37 245
LV 761 28 210
LT 802 57 140
LU 799 102 100
HU 975 15 10
MT 579 90 331
NL 791 120 89
AT 805 110 85
PL 820 57 123
PT 650 73 277
RO 633 90 277
SI 931 09 60
SK 764 47 189
FI 840 54 106
SE 668 119 213
UK 765 107 128
IS 675 103 223
NO 761 108 131
The figure is significantly different (plt005) compared to the EU28 resultq5 - base all respondents N=25541
q5 - Do you know if manufacturers are legally required to recall products that are dangerous to consumers
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 11
22 Awareness by product category
q4 - Which of the following products do you believe can be subject to product recalls
Cars or other
motor vehicles
Home electrical
appliances such
as washing
machines water
boilers and
cookers
Electronic products
such as computers
mobile phones and
accessories such as
chargers
Products for
children such
as toys or
childcare
products
Cosmetics Any type of
product
EU28 864 857 877 913 735 640
EU27_2019 853 843 873 908 738 635
North 875 881 899 919 715 636
South 869 849 896 906 713 556
East 734 766 767 857 744 664
West 910 893 908 936 744 675
BE 906 838 859 916 722 740
BG 698 803 764 866 787 690
CZ 735 785 790 964 823 654
DK 919 792 854 935 749 557
DE 913 930 928 952 784 710
EE 904 939 948 834 619 759
IE 931 932 920 907 687 681
EL 880 889 869 938 865 815
ES 944 918 935 890 684 489
FR 864 794 887 913 737 601
HR 799 795 894 847 699 565
IT 817 793 878 927 709 532
CY 738 880 861 927 785 761
LV 748 806 823 822 641 636
LT 682 841 838 778 535 491
LU 845 861 874 872 655 685
HU 849 857 836 936 765 716
MT 836 827 805 890 768 760
NL 933 897 923 950 709 704
AT 923 887 896 939 785 748
PL 635 655 652 817 746 655
PT 847 825 867 814 701 701
RO 846 881 878 793 610 620
SI 951 938 927 954 885 917
SK 720 796 845 980 933 759
FI 902 975 982 966 814 749
SE 913 897 904 955 719 644
UK 944 953 906 942 712 674
IS 950 888 927 965 787 852
NO 935 857 874 933 682 650
q4 - base all respondents N=25541The figure is significantly different (plt005) compared to the EU28 result
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 12
23 Assigning responsibility
It is the
responsibility of
the
manufacturer
to recall the
product as soon
as they know
about the risks
it poses
It is the
responsibility of
the seller to
inform
consumers who
purchased the
product about
the risks it
poses
Consumers
who learn
about a recall
notice about a
product they
have purchased
should take
action
immediately
It is important
for consumers
to pay attention
to product
recalls
EU28 980 883 923 939
EU27_2019 980 879 919 938
North 983 908 889 936
South 980 902 944 947
East 986 869 932 950
West 978 875 912 930
BE 989 929 859 962
BG 978 858 924 949
CZ 991 942 931 950
DK 991 908 897 927
DE 987 858 924 928
EE 984 900 922 961
IE 990 933 964 951
EL 993 944 984 991
ES 987 972 985 957
FR 952 848 904 915
HR 930 871 893 910
IT 970 830 900 925
CY 995 943 989 994
LV 977 912 909 965
LT 983 907 919 976
LU 985 959 943 969
HU 997 858 943 959
MT 989 955 987 981
NL 982 891 757 930
AT 997 851 928 942
PL 986 806 948 937
PT 992 968 981 983
RO 993 931 969 977
SI 996 933 813 962
SK 979 965 757 955
FI 967 947 904 939
SE 988 888 859 918
UK 986 909 947 939
IS 998 959 946 982
NO 987 874 907 925
q8b - base all respondents N=25541
The figure is significantly different (plt005) compared to the EU28 result
q8b - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about product recalls
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 13
3 Product registration
31 General awareness
Yes I did No I didnrsquot
know
EU28 397 603
EU27_2019 385 615
North 304 696
South 369 631
East 334 666
West 445 555
BE 362 638
BG 279 721
CZ 350 650
DK 241 759
DE 405 595
EE 261 739
IE 444 556
EL 281 719
ES 277 723
FR 503 497
HR 454 546
IT 455 545
CY 236 764
LV 252 748
LT 292 708
LU 392 608
HU 418 582
MT 274 726
NL 379 621
AT 392 608
PL 289 711
PT 378 622
RO 348 652
SI 398 602
SK 375 625
FI 353 647
SE 333 667
UK 481 519
IS 229 771
NO 336 664
The figure is significantly different (plt005) compared to the EU28 result
q9a - base all respondents N=25541
q9a - Did you know that by registering a product you can be contacted directly in case there is a problem with that product
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 14
32 Consumer behaviour
Yes Sometimes No
EU28 401 286 313
EU27_2019 377 291 332
North 394 263 343
South 358 281 361
East 453 226 320
West 404 308 288
BE 420 264 315
BG 449 99 452
CZ 437 266 296
DK 442 207 352
DE 307 373 319
EE 327 337 335
IE 532 251 217
EL 492 307 201
ES 355 293 351
FR 377 298 325
HR 425 191 383
IT 339 278 383
CY 275 215 510
LV 346 191 464
LT 448 211 341
LU 198 282 520
HU 483 120 397
MT 476 135 389
NL 420 289 291
AT 341 305 354
PL 340 347 312
PT 406 248 346
RO 652 111 238
SI 397 152 451
SK 425 288 287
FI 316 417 267
SE 420 211 369
UK 536 258 205
IS 366 136 499
NO 471 206 323
The figure is significantly different (plt005) compared to the EU28 result
q9b - base consumers who know they can be contacted in case there is a problem
with a product after you registered the product N=9128
q9b - And do you usually register the product so you can be contacted in case of problems with that product
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 15
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 16
33 Drivers of consumer behaviour
Note for the following countries the base size is smaller than 100 LU CY EE LV LT MT and IS For these countries no robust comparisons can be made regarding q10
q10 - How important are the following factors in your decision to register your contact
details when buying a product
There is
minimum effort
required on my
part
I receive an
incentive such
as a voucher
discount or
gift
Registration will
allow the seller or
manufacturer to
inform me about
potential issues with
the product
I know my data
such as email
address will not
be used for
marketing
purposes
I trust the
brand or seller
The product is
expensive
EU28 76 56 86 85 81 69
EU27_2019 75 57 85 86 81 68
North 75 47 84 80 79 70
South 75 65 88 87 83 70
East 74 60 86 83 81 70
West 77 52 84 85 80 68
BE 68 55 84 79 78 66
BG 78 63 84 75 76 77
CZ 66 51 83 75 78 72
DK 72 38 83 79 80 64
DE 77 38 82 91 82 55
EE 73 59 87 84 77 78
IE 79 56 87 83 79 75
EL 78 61 89 83 74 75
ES 81 59 90 91 85 67
FR 76 71 86 86 81 76
HR 79 77 86 83 84 80
IT 70 67 87 85 83 71
CY 83 60 91 87 79 89
LV 72 69 82 74 76 77
LT 75 67 86 74 70 84
LU 75 66 79 80 76 63
HU 77 58 91 82 83 75
MT 82 58 88 88 88 63
NL 70 52 81 82 77 66
AT 77 47 82 88 83 53
PL 68 57 81 85 79 71
PT 77 68 90 87 83 74
RO 82 66 94 87 86 63
SI 77 65 89 71 82 75
SK 68 56 86 78 80 71
FI 79 44 85 85 83 68
SE 73 44 82 77 78 68
UK 79 50 86 79 78 76
IS 76 34 87 81 79 77
NO 68 43 81 79 73 68
q10 - base respondents who have registered a product so that they can be contacted in case there is a problem
with the product N=6175
The figure is significantly different (plt005) compared to the EU28 result
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 17
4 Exposure to product recalls
41 Overall exposure and exposure for products owned
Yes No Yes No
EU28 565 435 124 876
EU27_2019 543 457 119 881
North 606 394 84 916
South 456 544 130 870
East 463 537 54 946
West 657 343 152 848
BE 618 382 115 885
BG 222 778 29 971
CZ 613 387 45 955
DK 675 325 124 876
DE 676 324 166 834
EE 560 440 54 946
IE 707 293 167 833
EL 465 535 69 931
ES 313 687 91 909
FR 555 445 143 857
HR 505 495 157 843
IT 573 427 186 814
CY 261 739 15 985
LV 398 602 38 962
LT 380 620 32 968
LU 371 629 111 889
HU 486 514 60 940
MT 334 666 40 960
NL 692 308 103 897
AT 718 282 178 822
PL 434 566 56 944
PT 409 591 51 949
RO 447 553 45 955
SI 746 254 47 953
SK 572 428 35 965
FI 802 198 112 888
SE 569 431 74 926
UK 721 279 156 844
IS 648 352 79 921
NO 607 393 83 917
q6 amp q11 - base all respondents N=25541
The figure is significantly different (plt005) compared to the EU28 result
q6 - Apart from [two real-life examples of recalls] in the past 2 years have you seen or heard any other information notices ads or announcements concerning the recall of a specific product
q11 - In the last two years have you seen or received any notice or request to return a product you had purchased yourself
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 18
42 Exposure by product category
q7a - In the last 2 years for which of the following product categories did you see or
hear information about product recalls
Cars or other
motor vehicles
Home electrical
appliances such
as washing
machines water
boilers and
cookers
Electronic products
such as computers
mobile phones and
accessories such as
chargers
Products for
children Cosmetics Other
EU28 788 334 553 605 225 309
EU27_2019 777 274 547 616 247 313
North 732 272 589 692 148 259
South 788 226 558 570 276 204
East 667 212 506 669 283 339
West 827 412 560 591 198 342
BE 870 191 641 611 147 352
BG 624 144 362 530 229 120
CZ 610 173 445 894 241 257
DK 808 190 649 796 165 233
DE 878 266 492 551 211 359
EE 769 119 308 481 65 125
IE 845 427 650 570 164 416
EL 790 228 645 588 326 199
ES 889 130 445 656 350 53
FR 706 452 613 682 319 366
HR 730 374 611 717 424 229
IT 739 271 611 552 254 268
CY 474 198 197 494 138 118
LV 748 205 361 474 123 159
LT 644 418 644 561 172 216
LU 702 228 520 485 125 415
HU 739 246 450 639 163 239
MT 623 125 312 456 123 317
NL 788 256 595 751 173 410
AT 906 291 505 508 163 308
PL 583 161 503 643 322 443
PT 875 185 429 410 160 195
RO 891 332 657 546 235 289
SI 682 153 369 591 101 706
SK 459 130 380 805 506 263
FI 656 356 678 791 186 333
SE 750 263 535 626 118 259
UK 847 652 583 542 108 284
IS 869 96 526 799 117 202
NO 779 263 479 461 100 264
q7a - base respondents who have seen or heard about product recalls N=14093The figure is significantly different (plt005) compared to the EU28 result
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 19
Note Due to the low overall sample available is it not possible to draw statistically robust comparisons for specific countries Therefore no country results are displayed for questions q12a and q12b
43 Online versus offline purchases
q12a - Which product category did the recalled product belong to [this question refers
to general notices about product recalls]
Cars or other
motor
vehicles
Home electrical
appliances such
as washing
machines
water boilers
and cookers
Electronic
products such
as computers
tablets and
mobile phones
Electronic
product
accessories
such as
chargers and
adapters
Products for
childrenCosmetics Other
EU28 465 113 151 81 44 43 104
EU27_2019 436 100 167 84 50 49 114
North 352 116 165 115 93 11 148
South 404 97 161 133 40 56 109
East 238 118 227 89 108 69 151
West 530 119 135 54 34 35 93
q12a - base respondents who have seen or received notices about recalled products that they have
purchased N=2393
The figure is significantly different (plt005) compared to the EU28 result
q12b - Did you purchase the product
online or offline
Online Offline Donrsquot know
EU28 186 801 13
EU27_2019 191 798 12
North 154 782 64
South 144 850 06
East 260 726 15
West 197 791 12
q12b - base respondents who have seen or received notices about
recalled products that they have purchased N=2393
The figure is significantly different (plt005) compared to the EU28 result
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 20
44 Exposure by communication channel
q7b - How did you seehear about product recalls
Traditional
press or
media (eg
newspapers
television
radio etc)
Online media
A consumer
association or
a dedicated
information
service
platform
A physical
store
The sellerrsquos
or
manufacturer
rsquos website
A friend or
acquaintanceDonrsquot know
EU28 798 536 191 238 184 293 08
EU27_2019 796 537 194 221 183 305 07
North 797 507 111 139 146 183 11
South 772 540 210 171 172 377 06
East 754 608 151 128 218 303 07
West 819 519 202 301 183 270 08
BE 866 481 184 176 143 214 11
BG 673 391 32 55 112 189 18
CZ 848 612 210 116 245 303 02
DK 846 645 222 106 134 247 12
DE 868 507 162 307 136 254 06
EE 663 481 42 145 89 124 00
IE 808 580 195 320 208 270 16
EL 680 691 179 103 133 305 14
ES 883 520 171 140 111 345 04
FR 731 508 295 294 265 410 03
HR 602 384 274 199 320 513 00
IT 731 543 239 208 217 427 05
CY 567 344 22 35 144 199 00
LV 600 662 56 73 116 155 09
LT 659 702 154 170 227 348 29
LU 754 433 86 182 121 243 04
HU 729 547 125 86 108 198 03
MT 516 678 19 43 34 193 17
NL 832 569 216 207 185 168 16
AT 889 486 245 401 122 191 00
PL 668 689 143 124 246 272 11
PT 863 409 145 56 50 166 08
RO 898 628 167 178 228 452 08
SI 756 469 87 126 100 131 02
SK 791 549 70 83 193 201 00
FI 888 441 92 113 169 165 04
SE 760 408 58 184 130 132 13
UK 806 536 175 326 190 225 13
IS 850 680 157 128 155 202 00
NO 672 558 93 75 102 104 16
q7b - base respondents who have seen or heard about product recalls N=13835
The figure is significantly different (plt005) compared to the EU28 result
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 21
45 Preferred communication channels
q18 - How would you prefer to receive information about recalls of products you have
purchased
Traditional
press or media Online media
A consumer
association or a
dedicated
information
service platform
Visual
communication
The sellerrsquos or
manufacturerrsquos
website
Directly
Via a
notification
through a
mobile
application
EU28 825 624 545 635 559 840 554
EU27_2019 827 628 557 632 567 828 544
North 811 602 456 558 520 890 503
South 832 647 603 620 570 845 580
East 796 675 549 660 634 847 662
West 834 595 523 641 530 829 504
BE 866 625 544 629 592 878 576
BG 741 631 496 627 559 785 542
CZ 817 650 441 578 540 803 541
DK 832 661 498 492 404 881 437
DE 862 610 526 663 507 789 366
EE 800 636 370 551 480 866 468
IE 829 627 550 705 550 921 676
EL 749 725 676 603 605 855 716
ES 877 656 675 733 635 869 650
FR 793 545 556 606 558 769 544
HR 750 659 544 572 558 813 594
IT 817 632 520 535 514 819 491
CY 811 596 535 437 501 764 504
LV 690 654 497 667 585 840 587
LT 679 698 547 611 611 844 562
LU 861 618 467 675 583 747 446
HU 790 657 554 669 580 775 573
MT 732 687 595 498 487 957 700
NL 884 666 549 578 585 836 572
AT 905 616 636 703 525 837 412
PL 826 708 577 705 709 862 734
PT 817 623 708 651 580 888 662
RO 774 683 623 698 663 942 772
SI 684 524 337 405 275 659 227
SK 780 627 440 564 583 802 537
FI 903 624 478 562 554 905 577
SE 811 513 395 558 532 915 470
UK 808 597 458 652 505 928 619
IS 891 799 627 608 595 914 594
NO 703 536 416 475 387 933 499
q18 - base all respondents N=25541The figure is significantly different (plt005) compared to the EU28 result
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 22
5 Consumer responses to product recalls
51 Responses to general product recall information
Note the last column of this table is based on a derived proportion of those respondents who owned the product but 1) did not follow the instrution of the notice and 2) did not say that they took no action in response to it
52 Responses to product recalls for products owned
Note Due to the low overall sample available is it not possible to draw statistically robust comparisons for specific countries Therefore no country results are displayed for question q12c
You checked
to see if it
concerned a
product you
owned
You took no
action
because you
did not own
the product
Told other
people about
it
Owned the product
and followed the
instructions of the
recall notice
Took no
action even
though you
owned the
product
Took some action but
did not follow the
instructions of the
recall notice1
EU28 774 790 616 649 143 208
EU27_2019 765 802 625 634 161 205
North 659 801 447 467 198 335
South 827 802 731 748 130 123
East 684 783 665 424 157 419
West 790 786 577 694 139 168
The figure is significantly different (plt005) compared to the EU28 result
q7c1 - base respondents who have seen or heard about product recalls N=14093
q7c1 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the communication about the product recall
q12c - Thinking about this product recall what actions did you take in response
You contacted
the
manufacturer
seller for more
information
You contacted
the
manufacturer
seller for
reimbursement
You returned
the product
You threw
the product
away
You
continued
using the
product with
extra caution
You told
others about
the product
recall
You took no
action
EU28 557 413 463 73 312 490 39
EU27_2019 547 434 448 81 280 483 41
North 394 394 471 50 141 273 118
South 561 360 404 118 277 530 25
East 490 446 476 118 276 427 72
West 574 433 488 48 342 493 37
q12c - base respondents who have seen or received notices about recalled products that they have
purchased N=2393
The figure is significantly different (plt005) compared to the EU28 result
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 23
53 Drivers of consumer actions ndash hypothetical scenario
If the
potential
danger was
clearly
communicated
and it seemed
serious
If the specific
action to take
was clearly
communicate
d
If the product
was
expensiveva
luable
If there was
a financial
incentive
If I had
already
experienced
the issue that
was identified
in the
product recall
Other
EU28 955 935 799 648 919 440
EU27_2019 952 931 791 650 915 434
North 967 922 865 725 946 426
South 950 944 744 635 906 346
East 950 923 782 658 914 540
West 959 936 827 643 924 452
BE 940 921 837 664 888 540
BG 879 819 732 653 797 556
CZ 954 926 867 814 876 599
DK 970 888 852 726 940 358
DE 974 959 858 654 969 416
EE 974 933 897 760 962 754
IE 959 933 884 666 933 529
EL 962 934 818 660 938 483
ES 974 962 704 600 955 182
FR 917 874 743 638 833 402
HR 870 811 752 645 707 290
IT 924 926 734 635 851 365
CY 967 948 835 730 939 597
LV 924 914 899 859 934 641
LT 936 927 888 737 924 352
LU 950 923 884 712 959 552
HU 961 924 871 697 957 624
MT 949 928 849 769 906 481
NL 974 952 847 615 952 664
AT 971 957 865 663 973 382
PL 961 924 867 679 963 562
PT 984 972 893 747 973 804
RO 955 969 519 471 886 471
SI 987 982 945 887 987 545
SK 976 953 830 737 950 541
FI 975 946 875 653 967 541
SE 977 926 849 730 943 338
UK 979 962 853 634 948 485
IS 972 939 797 626 940 344
NO 961 931 877 780 948 429
q8a1 - base all respondents N=25541
The figure is significantly different (plt005) compared to the EU28 result
q8a1 - If you heard [about two real-life examples of product recalls] and you owned one of [the recalled products] what would have made you take any actions
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 24
If the potential
danger was
clearly
communicated
and it seemed
serious
If the specific
action to take
was clearly
communicated
If the product
was
expensiveva
luable
If there was
a financial
incentive
If the person I
knew had already
experienced the
issue that was
identified in the
product recall
Other
EU28 948 920 751 618 903 427
EU27_2019 943 916 745 622 898 422
North 948 887 780 636 887 405
South 947 927 708 609 898 327
East 946 921 760 638 914 552
West 949 920 767 613 902 433
BE 917 887 762 602 887 527
BG 869 820 737 637 805 555
CZ 953 917 836 794 919 600
DK 938 857 734 606 871 342
DE 958 937 802 636 945 395
EE 958 946 874 635 934 753
IE 962 939 802 609 929 516
EL 950 917 777 636 906 486
ES 980 946 656 570 959 144
FR 914 880 687 625 814 392
HR 866 843 712 644 722 294
IT 917 911 709 610 851 357
CY 854 808 692 577 808 491
LV 915 883 855 819 895 637
LT 934 889 826 712 870 349
LU 880 855 823 656 941 514
HU 954 916 819 679 912 634
MT 887 858 783 682 849 441
NL 945 898 758 553 876 637
AT 950 941 808 630 938 359
PL 956 925 847 661 960 576
PT 979 954 864 744 909 784
RO 956 962 506 454 889 498
SI 978 974 942 894 977 543
SK 968 940 806 663 938 530
FI 961 927 812 531 902 509
SE 955 874 748 655 886 308
UK 977 945 793 588 936 457
IS 964 900 726 518 912 335
NO 950 910 824 720 916 411
q8a2 - base all respondents N=25541
The figure is significantly different (plt005) compared to the EU28 result
q8a2 - If you heard [about two real-life examples of product recalls] and you knew someone who owned one of [the recalled products] what would have made you take any actions
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 25
54 Drivers of consumer actions ndash real scenario
q7cx1 - What would have made you take some action
If the potential
danger was
more clearly
communicated
and seemed
serious
If the specific
action to take
was more
clearly
communicated
If the product
was expensive
valuable
If I knew
someone who
owned the
product
If I owned the
product myself
EU28 900 843 739 926 979
EU27_2019 895 843 735 918 978
North 901 780 770 913 968
South 933 881 731 907 990
East 945 903 778 947 971
West 875 820 727 928 979
BE 921 837 753 916 975
BG 958 874 808 875 879
CZ 975 947 880 947 971
DK 934 873 759 944 978
DE 826 785 714 952 989
EE 961 887 885 955 992
IE 924 844 779 944 987
EL 984 950 860 944 990
ES 951 867 675 984 1000
FR 882 860 701 844 946
HR 892 837 847 820 890
IT 911 864 715 861 987
CY 973 963 891 950 988
LV 921 894 888 913 963
LT 918 868 852 856 969
LU 830 856 839 934 975
HU 932 924 791 951 984
MT 944 884 822 895 972
NL 888 778 746 924 979
AT 846 779 701 933 988
PL 963 911 849 972 983
PT 989 975 890 986 986
RO 896 850 500 926 972
SI 994 981 968 992 1000
SK 964 917 820 974 981
FI 877 701 764 884 964
SE 885 735 732 921 963
UK 929 847 760 969 989
IS 974 913 767 940 990
NO 865 813 857 941 978
The figure is significantly different (plt005) compared to the EU28 resultq7cx1 - base respondents who have seen or heard about product recalls but took no
action N=11741
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 26
6 The impact of product recalls
61 Responses from manufacturerssellers
Note Due to the low overall sample available is it not possible to draw statistically robust comparisons for specific countries Therefore no country results are displayed for questions q13 and q15
62 Consumer satisfaction with the recall experience
q13 - How did the manufacturerseller respond to your contact about
the recall
They offered
to repair the
product
They offered
to replace
the product
They asked
me to throw
the product
away
They asked
me to return
the product
They offered
to reimburse
me
They offered
no
compensation
EU28 689 585 46 513 343 247
EU27_2019 655 616 53 503 380 223
North 607 587 79 544 361 294
South 618 609 71 413 283 262
East 594 746 122 720 398 296
West 734 556 25 531 362 232
q13 - base respondents who have seen or received notices about recalled products that they have
purchased and made contact right away N=1248
The figure is significantly different (plt005) compared to the EU28 result
q15 - How satisfied or dissatisfied are you with
the following aspects of the product recall
process
The time it
required
The ease of
the process
The
compensatio
nreimburse
ment if any
The assistance
received from the
manufacturer
seller in resolving
any issues if any
EU28 71 76 70 78
EU27_2019 72 77 74 79
North 68 74 69 77
South 75 78 73 80
East 69 73 75 76
West 69 76 69 78
The figure is significantly different (plt005) compared to the EU28 result
q15 - base respondents who have seen or received notices about recalled
products that they have purchased N=2393
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 27
63 Satisfaction with product recall information
It was clear
which specific
product was
recalled
It was clear
where the
product had
been sold
It was clear
what specific
danger was
posed by the
product
It was clear
who to contact
for more
information
It was clear what
procedure to
follow to return
replace or
dispose of the
product
It was clear what
procedure to follow
to receive a
reimbursement or
compensation
The
communication
was easy to
access and
visible
EU28 85 75 79 71 71 63 74
EU27_2019 84 76 79 70 71 63 74
North 86 73 81 69 68 60 72
South 85 75 80 71 69 62 74
East 86 78 82 69 73 65 72
West 85 74 78 72 72 64 75
BE 85 76 75 68 68 58 73
BG 83 75 80 64 60 55 78
CZ 84 78 85 72 76 66 75
DK 85 72 79 67 68 57 67
DE 84 73 77 69 70 62 76
EE 90 75 82 68 62 51 78
IE 87 76 80 75 77 69 75
EL 85 68 77 62 65 51 71
ES 82 76 80 66 62 54 69
FR 82 78 77 75 74 70 74
HR 81 79 79 74 75 74 76
IT 86 77 81 74 73 67 77
CY 84 79 73 62 58 54 72
LV 85 71 80 58 58 48 72
LT 81 73 77 62 60 50 73
LU 74 70 69 65 65 62 75
HU 90 82 86 76 76 72 79
MT 85 71 78 64 64 58 70
NL 86 79 79 72 72 65 75
AT 80 70 76 67 65 57 75
PL 83 75 78 62 70 59 62
PT 85 64 77 67 65 55 75
RO 90 80 84 75 74 68 80
SI 92 84 83 81 80 72 83
SK 93 79 88 70 74 65 79
FI 88 77 85 77 80 73 74
SE 87 70 80 67 63 56 72
UK 87 71 81 73 74 64 74
IS 91 76 83 72 65 60 69
NO 87 69 81 69 68 63 73
q7d - base respondents who have seen or heard about product recalls N=14093The figure is significantly different (plt005) compared to the EU28 result
q7d - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you remember seing or hearing in the past 2 years
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 28
64 Satisfaction with product recall information
Note Due to the low overall sample available is it not possible to draw statistically robust comparisons for specific countries Therefore no country results are displayed for question q16
q16 - Thinking about this product recall experience
which of the following statements apply to you
It increased
my confidence
in the
brandsellersh
op
I became more
distrustful of
the
brandsellersh
op
I started
paying more
attention to
information
about
product
recalls
EU28 544 301 635
EU27_2019 544 295 665
North 644 211 533
South 491 331 777
East 588 353 721
West 556 285 565
The figure is significantly different (plt005) compared to the EU28 result
q16 - base respondents who have seen or received notices about recalled
products that they have purchased N=2393
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 29
7 Vulnerable consumers
71 Awareness of rights and responsibilities
Consumersrsquo awareness of manufacturers being legally required to recall dangerous
products is associated most closely with their financial situation followed by
occupation and education
Consumersrsquo agreement with the statement that it is the responsibility of the
manufacturer to recall the product as soon as they know about the risks it poses is
associated most closely with their education level their age and with how many young
children they have
759 A 754 A 734 A 762 A 765 A 766 A 715 766 A 756 A
758 A 757 A 753 A 777 A 668 767 B 761 AB 740 A
781 BC 789 C 787 C 722 A 728 AB 702 A 707 A 740 AB
780 751 A 742 A 742 A 770 A 757 A 765 A
Retired
Online buying behaviour Children
q5_1 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q5_1 - Do you know if manufacturers are legally required to recall products that are dangerous to consumers - Yes I think they are
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
979 A 982 A 983 AB 984 B 972 A 978 AB 985 A 987 A 972
980 A 980 A 982 A 980 A 963 A 979 A 978 A 985 A
985 A 980 A 985 A 975 A 975 A 968 A 966 A 981 A
983 A 979 A 981 A 976 A 973 AB 983 AB 984 B
Retired
Online buying behaviour Children
q8b_1 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_1 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - It is the responsibility of the manufacturer to recall the product as soon as they know about the risks it poses
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 30
Consumersrsquo agreement with the statement that it is the responsibility of the seller to
inform consumers who purchased the product about the risk it poses is associated
most closely with their online buying behaviour their education level and their
occupation
Consumersrsquo agreement with the statement that consumers who learn about a recall
notice about a product they have purchased should act immediately is associated most
closely with their education level gender and financial status
884 A 883 A 891 A 885 A 882 A 866 A 909 A 898 A 867
870 AB 896 B 890 B 852 A 871 AB 881 A 884 A 885 A
876 ABC 894 BC 866 A 890 BC 845 AB 913 C 893 ABC 904 C
877 A 871 A 913 881 A 866 A 878 A 890 A
Retired
Online buying behaviour Children
q8b_2 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_2 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - It is the responsibility of the seller to inform consumers who purchased the product about the risks it poses
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
914 933 918 A 917 A 930 A 939 A 946 A 936 A 909
949 C 932 BC 926 B 895 A 918 ABC 919 A 929 A 920 A
923 A 917 A 920 A 926 A 927 A 919 A 946 A 926 A
926 A 918 A 929 A 908 A 914 AB 925 AB 937 B
Retired
Online buying behaviour Children
q8b_3 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_3 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - Consumers who learn about a recall notice about a product they have purchased should take action immediately
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 31
Consumersrsquo agreement with the statement that it is important for them to pay
attention to product recalls is associated most closely with their gender how many
young children they have and their age
72 Product registration
Consumersrsquo awareness that by registering a product they can be contacted directly in
case there is a problem with this product is associated most closely with their gender
their online buying behaviour and their education level
931 948 928 A 940 AB 939 A 958 B 943 AB 948 B 931 A
931 AB 938 AB 947 B 929 A 890 AB 941 A 941 A 936 A
932 A 943 A 946 A 942 A 932 A 938 A 927 A 931 A
939 A 935 A 948 A 926 A 934 A 930 A 956
Retired
Online buying behaviour Children
q8b_4 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_4 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - It is important for consumers to pay attention to product recalls
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
458 340 377 AB 418 C 413 BC 371 A 342 400 A 405 A
387 AB 389 A 390 A 434 B 413 AB 403 A 405 A 383 A
440 C 438 C 409 BC 381 AB 335 A 352 A 347 AB 385 AB
457 408 317 381 A 428 B 381 AB 410 AB
Retired
Online buying behaviour Children
q9a - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q9a - Did you know that by registering a product you can be contacted directly in case there is a problem with that product - Yes I did
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 32
Registering a product in order to be contacted in case of problems with a product is
associated most closely with consumersrsquo online buying behaviour their financial status
and their age
Consumersrsquo agreement with the statement that allowing the seller or manufacturer to
inform them about potential issues with the product is an important factor in their
decision to register a product is associated most closely with their financial status
710 A 716 A 721 AB 684 A 713 AB 774 B 746 A 705 A 714 A
815 B 709 A 701 A 709 A 768 AB 710 A 704 A 725 A
722 AB 729 AB 687 A 747 B 736 AB 697 AB 681 AB 721 AB
679 A 711 A 780 710 A 697 A 709 A 719 A
Retired
Online buying behaviour Children q9b - base EU28
respondents that know you
can be contacted in case
there is a problem with a
product after you registered
the product (N=8665)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q9b - And do you usually register the product so you can be contacted in case of problems with that product - Yes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
85 A 86 A 85 A 86 A 86 A 84 A 85 A 86 A 85 A
86 AB 84 A 86 AB 86 B 84 AB 85 A 86 A 86 A
85 A 86 A 85 A 87 A 83 A 84 A 85 A 87 A
86 A 86 A 85 A 85 A 84 A 86 A 86 A
2018
q10_3 - How important are the following factors in your decision to register your contact details when buying a product - Registration will
allow the seller or manufacturer to inform me about potential issues with the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_3 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 33
Consumersrsquo agreement with the statement that knowing that their data will not be
used for marketing purposes is an important factor in their decision to register a
product is associated most closely with their gender online buying behaviour and
education level
Consumersrsquo agreement with the statement that having trust in the brand or the seller
is an important factor in their decision to register a product is associated most closely
with their financial situation
83 87 85 AB 86 B 83 A 84 AB 81 A 86 B 84 AB
88 B 83 A 84 A 86 AB 83 AB 85 A 85 A 85 A
85 A 84 A 86 A 84 A 84 A 86 A 81 A 83 A
85 A 86 A 81 83 A 85 AB 83 A 86 B
2018
q10_4 - How important are the following factors in your decision to register your contact details when buying a product - I know my data
such as email address will not be used for marketing purposes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_4 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
80 A 81 A 81 A 82 A 80 A 79 A 82 A 81 A 80 A
81 AB 79 A 81 B 82 B 76 AB 80 A 81 A 80 A
80 A 82 A 81 A 80 A 77 A 81 A 77 A 82 A
81 A 81 A 78 A 81 A 79 A 80 A 81 A
2018
q10_5 - How important are the following factors in your decision to register your contact details when buying a product - I trust the brand or
seller
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_5 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 34
Consumersrsquo agreement with the statement that the product being expensive is an
important factor in their decision to register a product is associated most closely with
how many young children they have their financial situation and education level
73 Exposure to product recalls
Consumersrsquo exposure to product recall notices is associated most closely with their
online buying behaviour education level and occupation
69 A 70 A 71 A 68 A 69 A 69 A 70 AB 67 A 71 B
75 B 71 AB 68 A 69 A 66 AB 69 A 70 A 70 A
69 AB 70 AB 67 A 71 B 64 A 71 AB 70 AB 71 AB
69 A 70 A 69 A 69 A 71 AB 73 B 68 A
2018
q10_6 - How important are the following factors in your decision to register your contact details when buying a product - The product is
expensive
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_6 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
590 547 535 A 610 B 602 B 506 A 449 562 599
510 A 542 A 586 B 601 B 486 A 575 A 575 A 554 A
593 DE 602 DE 618 E 512 B 481 AB 520 ABC 446 A 564 CD
642 585 470 553 A 534 A 553 A 589
Retired
Online buying behaviour Children
q6 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q6 - Apart from the Ikea furniture and Samsung phone examples in the past 2 years have you seen or heard any other information notices
ads or announcements concerning the recall of a specific product - Yes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 35
Consumersrsquo exposure to product recalls for products they had purchased themselves is
associated most closely with their online buying behaviour gender and education
level
Consumersrsquo likelihood to have seen or heard information about product recalls in the
last 2 years is associated most closely with their gender age and education level
144 107 116 AB 142 C 135 BC 88 A 79 131 A 126 A
108 AB 121 ABC 122 B 147 C 84 A 133 B 128 AB 112 A
139 B 135 AB 135 B 96 A 95 AB 107 AB 92 A 129 AB
146 A 133 A 81 111 A 132 AB 123 AB 135 B
Retired
Online buying behaviour Children
q11 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q11 - In the last 2 years have you seen or received any notice or request to return a product you had purchased yourself - Yes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
846 741 727 822 A 819 A 802 A 743 800 A 796 A
730 A 776 AB 802 BC 824 C 753 ABC 819 B 778 A 792 AB
786 AB 788 AB 820 B 779 A 747 A 782 AB 788 AB 784 AB
811 B 781 A 796 AB 791 AB 750 A 778 AB 810 B
Retired
Online buying behaviour Childrenq7a_1 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7a_1 - In the last 2 years for which of the following product categories did you see or hear information about product recalls - Cars or other
motor vehicles
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 36
Consumersrsquo preference of receiving information about recalls of products they have
purchased via traditional press or media is associated most closely with their financial
status gender and age
Consumersrsquo preference of receiving information about recalls of products they have
purchased via online media is associated most closely with their age online buying
behaviour and with how many young children they have
809 842 787 839 A 838 A 842 A 786 A 839 820 A
798 A 841 B 840 B 780 A 755 A 831 A 822 A 823 A
814 ABC 808 ABC 843 D 815 BC 764 A 846 CD 772 AB 842 CD
801 831 A 842 A 828 A 816 A 816 A 828 A
Retired
Online buying behaviour Children
q18_1 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q18_1 - How would you prefer to receive information about recalls of products you have purchased - Traditional press or media
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
630 A 624 A 728 645 600 508 622 AB 640 B 615 A
597 A 635 A 632 A 615 A 602 A 623 A 635 A 620 A
629 ABC 656 C 646 C 643 BC 649 ABC 595 AB 643 ABC 587 A
686 654 532 627 A 672 B 642 AB 616 A
Retired
Online buying behaviour Children
q18_2 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q18_2 - How would you prefer to receive information about recalls of products you have purchased - Online media
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 37
Consumersrsquo preference to receive information about recalls of products they have
purchased directly is associated most closely with their online buying behaviour
gender and occupation
74 Consumer responses to product recalls
Consumersrsquo likelihood to check if a recall notice concerned a product they owned is
associated most closely with their online buying behaviour financial situation and
occupation
850 832 854 A 849 A 837 A 815 A 841 A 839 A 842 A
844 A 844 A 839 A 843 A 783 A 844 A 844 A 833 A
838 AB 871 B 846 AB 822 A 832 AB 838 AB 805 A 841 AB
877 835 A 813 A 835 A 809 A 843 A 848 A
Retired
Online buying behaviour Children
q18_6 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q18_6 - How would you prefer to receive information about recalls of products you have purchased - Directly
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
778 A 771 A 781 A 779 A 760 A 772 A 735 A 785 A 771 A
706 A 763 AB 792 C 771 BC 695 AB 780 A 772 A 771 A
768 AB 803 BC 817 C 723 A 717 A 760 ABC 774 ABC 742 A
812 765 A 735 A 760 A 782 A 798 A 776 A
2018
q7crow1_1 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You checked to see if it concerned a product you owned
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow1_1 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 38
Consumersrsquo likelihood to take no action even though they owned a recalled product is
associated most closely with their education level gender and financial status
Consumersrsquo likelihood to follow the instructions of the recall notice to send back the
product or contact the manufacturer or the seller is associated most closely with the
degree of urbanisation and their occupation
166 117 219 B 136 AB 122 AB 104 A 283 119 A 140 A
154 AB 163 B 138 B 130 B 56 A 136 A 142 A 145 A
136 ABC 131 ABC 111 AB 157 ABC 134 ABC 235 C 75 A 185 BC
136 A 141 A 152 A 132 A 113 A 140 A 154 A
2018
q7crow3_3 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You took no action even though you owned the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow3_3 - base EU28
respondents who have seen
or heard about product
recalls (N=2631)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
774 A 742 A 751 A 746 A 773 A 777 A 761 A 759 A 756 A
759 A 774 A 740 A 797 A 650 A 790 B 763 AB 719 A
796 A 835 A 770 A 735 A 651 A 743 A 651 A 703 A
770 A 760 A 730 A 721 A 797 A 742 A 780 A
2018
q7crow4_4 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You owned the product and followed the instructions of the recall notice to send back the product or
contact the manufacturerseller
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow4_4 - base EU28
respondents who have seen
or heard about product
recalls (N=2174)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 39
Consumersrsquo likelihood to tell other people about a product recall is associated most
closely with their financial status gender and age
75 Drivers of consumer actions
Consumersrsquo agreement with the statement that they would have taken action if the
potential danger was more clearly communicated and seemed serious is associated
most closely with how many young children they have and with their occupation
601 631 654 B 597 A 594 A 626 AB 636 AB 646 B 591 A
641 BC 676 C 622 B 524 A 551 AB 605 A 627 A 612 A
593 AB 639 AB 639 B 644 B 561 AB 548 A 604 AB 585 AB
619 AB 601 A 642 B 600 AB 588 AB 589 A 640 B
2018
q7crow5_5 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You told other people about it
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow5_5 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
894 A 906 A 884 A 901 A 904 A 917 A 915 A 912 A 891 A
920 A 902 A 903 A 890 A 862 A 908 A 901 A 892 A
876 A 915 AB 892 A 927 B 894 AB 924 AB 945 B 898 AB
901 A 895 A 912 A 911 AB 928 B 875 A 892 AB
Retired
Online buying behaviour Children q7cx1_1 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_1 - What would have made you take some action - If the potential danger was more clearly communicated and seemed serious
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 40
Consumersrsquo agreement with the statement that they would have taken action if the
specific action to take was more clearly communicated is associated most closely with
their financial status online buying behaviour and occupation
Consumersrsquo agreement with the statement that they would have taken action if the
product was expensive or valuable is associated most closely with their education
level age and financial status
836 A 852 A 832 AB 831 A 851 AB 883 B 849 A 858 A 834 A
866 AB 870 B 845 AB 812 A 761 A 841 A 834 A 857 A
841 AB 869 AB 838 AB 877 B 819 AB 862 AB 833 AB 822 A
842 AB 834 A 872 B 854 A 803 A 824 A 850 A
Retired
Online buying behaviour Children q7cx1_2 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_2 - What would have made you take some action - If the specific action to take was more clearly communicated
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
733 A 744 A 788 B 713 A 736 AB 724 AB 810 A 760 A 715
771 AB 773 B 733 A 701 A 713 AB 748 A 737 A 732 A
726 A 727 A 727 A 745 A 770 A 755 A 778 A 755 A
756 A 724 A 742 A 727 A 731 A 729 A 751 A
Retired
Online buying behaviour Children q7cx1_3 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_3 - What would have made you take some action - If the product was expensivevaluable
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 41
Consumersrsquo agreement with the statement that they would have taken action if they
knew someone who owned the product is associated most closely with their online
buying behaviour gender and occupation
Consumersrsquo agreement with the statement that they would have taken action if they
owned the product themselves is associated most closely with their financial status
their online buying behaviour and occupation
916 936 929 A 923 A 917 A 935 A 905 A 918 A 934 A
932 AB 923 AB 931 AB 910 A 955 B 918 A 931 A 927 A
928 AB 898 A 941 B 943 B 904 AB 882 AB 954 B 910 AB
951 911 A 917 A 915 A 894 A 920 A 938 A
Retired
Online buying behaviour Children q7cx1_4 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_4 - What would have made you take some action - If I knew someone who owned the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
976 A 983 A 983 A 979 A 974 A 980 A 981 A 983 A 977 A
989 BC 976 A 982 AB 973 A 995 C 980 A 979 A 979 A
975 AB 986 B 985 B 960 A 971 AB 981 AB 990 B 981 AB
986 B 973 A 981 AB 981 A 968 A 980 A 980 A
Retired
Online buying behaviour Children q7cx1_5 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10507)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_5 - What would have made you take some action - If I owned the product myself
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 42
Consumersrsquo agreement with the statement that it was clear which specific product was
recalled is associated most closely with their online buying behaviour
Consumersrsquo agreement with the statement that it was clear where the product has
been sold is associated most closely with their financial status and occupation
85 A 85 A 85 A 85 A 85 A 84 A 83 A 85 A 85 A
83 A 84 A 85 A 85 A 83 A 84 A 85 A 85 A
84 A 85 A 85 A 85 A 85 A 84 A 84 A 85 A
86 A 85 A 83 84 A 84 A 85 A 86 A
Retired
Online buying behaviour Childrenq7d_1 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_1 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear which specific product was recalled
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
74 A 75 A 76 A 75 A 74 A 73 A 73 A 76 A 74 A
73 A 73 A 75 AB 77 B 72 AB 75 A 75 A 74 A
74 A 73 A 75 AB 77 B 73 AB 72 A 74 AB 76 AB
74 A 75 A 75 A 74 A 74 A 75 A 75 A
Retired
Online buying behaviour Childrenq7d_2 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_2 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear where the product had been sold
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 43
Consumersrsquo agreement with the statement that it was clear what specific danger was
posed by the product is associated most closely with their age occupation and online
buying behaviour
Consumersrsquo agreement with the statement that it was clear who to contact for more
information is associated most closely with their online buying behaviour financial
status and with how many young children they have
79 A 80 A 79 AB 78 A 79 A 83 B 78 A 80 A 79 A
77 A 78 A 80 A 80 A 78 A 79 A 79 A 80 A
80 BC 77 A 80 BC 81 BC 78 ABC 80 ABC 83 C 78 AB
79 AB 80 B 78 A 78 A 79 A 80 A 80 A
Retired
Online buying behaviour Childrenq7d_3 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_3 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what specific danger was posed by the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
71 A 70 A 70 A 71 A 70 A 72 A 70 A 71 A 71 A
70 AB 69 A 71 AB 73 B 70 AB 71 A 71 A 71 A
71 AB 70 AB 70 A 73 B 68 AB 72 AB 72 AB 71 AB
72 B 71 AB 69 A 69 A 71 AB 73 B 72 B
Retired
Online buying behaviour Childrenq7d_4 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_4 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear who to contact for more information
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 44
Consumersrsquo agreement with the statement that it was clear what procedure to follow
to return replace or dispose of the product is associated most closely with their online
buying behaviour financial status and education level
Consumersrsquo agreement with the statement that it was clear what procedure to follow
to receive a reimbursement or compensation is associated most closely with their age
online buying behaviour and with how many young children they have
71 A 71 A 69 A 72 B 71 AB 72 AB 71 AB 73 B 70 A
68 A 70 A 71 A 74 B 70 AB 72 A 71 A 71 A
70 A 71 A 71 A 72 A 68 A 74 A 70 A 72 A
73 71 A 69 A 69 A 72 AB 71 AB 72 B
Retired
Online buying behaviour Childrenq7d_5 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_5 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what procedure to follow to return replace or dispose of the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
63 A 64 A 61 A 64 BC 62 AB 67 C 64 AB 65 B 62 A
62 AB 63 AB 64 AB 65 B 56 A 64 AB 64 B 62 A
62 A 62 A 63 A 67 B 63 AB 65 AB 69 B 64 AB
65 A 64 A 61 61 66 A 64 A 65 A
Retired
Online buying behaviour Childrenq7d_6 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_6 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what procedure to follow to receive a reimbursement or compensation
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 45
Consumersrsquo agreement with the statement that the communication was easy to access
and visible is associated most closely with their financial status gender and with how
many young children they have
Consumersrsquo agreement with the statement that minimum effort required on their part
is an important factor in their decision to register when buying a product is associated
most closely with their education level occupation and financial status
73 75 73 A 74 A 76 A 74 A 75 A 75 A 73 A
73 AB 72 A 75 B 77 66 A 74 A 75 A 74 A
74 A 73 A 75 A 75 A 74 A 72 A 73 A 73 A
75 A 74 A 73 A 73 A 75 AB 74 AB 75 B
Retired
Online buying behaviour Childrenq7d_7 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_7 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - The communication was easy to access and visible
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
75 A 77 A 78 B 76 AB 74 AB 73 A 81 75 A 75 A
79 BC 75 ABC 75 AB 78 C 68 A 76 A 75 A 76 A
73 B 75 BC 77 BC 76 BC 65 A 76 BC 71 ABC 78 C
77 A 75 A 74 A 75 A 75 A 74 A 77 A
Retired
Online buying behaviour Children q10_1 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q10_1 - How important are the following factors in your decision to register your contact details when buying a product - There is minimum
effort required on my part
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 46
Consumersrsquo agreement with the statement that receiving an incentive such as a
voucher discount or gift is an important factor in their decision to register when
buying a product is associated most closely with their financial status education level
and age
55 A 57 A 61 56 A 53 A 51 A 63 54 A 57 A
65 B 59 B 55 A 53 A 47 A 56 A 57 A 56 A
54 A 56 A 53 A 61 B 56 AB 58 AB 59 AB 58 AB
55 A 57 A 57 A 56 A 60 A 55 A 56 A
2018
q10_2 - How important are the following factors in your decision to register your contact details when buying a product - I receive an
incentive such as a voucher discount or gift
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_2 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 10
2 Awareness of rights and responsibilities
21 General awareness
Yes I think
they are
No I think
they are notI donrsquot know
EU28 755 114 131
EU27_2019 754 115 131
North 732 96 171
South 691 123 186
East 772 70 158
West 785 128 87
BE 733 140 126
BG 531 63 405
CZ 855 71 74
DK 655 160 185
DE 836 102 62
EE 905 10 85
IE 822 83 96
EL 705 27 268
ES 546 142 312
FR 740 188 72
HR 630 299 71
IT 804 135 61
CY 718 37 245
LV 761 28 210
LT 802 57 140
LU 799 102 100
HU 975 15 10
MT 579 90 331
NL 791 120 89
AT 805 110 85
PL 820 57 123
PT 650 73 277
RO 633 90 277
SI 931 09 60
SK 764 47 189
FI 840 54 106
SE 668 119 213
UK 765 107 128
IS 675 103 223
NO 761 108 131
The figure is significantly different (plt005) compared to the EU28 resultq5 - base all respondents N=25541
q5 - Do you know if manufacturers are legally required to recall products that are dangerous to consumers
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 11
22 Awareness by product category
q4 - Which of the following products do you believe can be subject to product recalls
Cars or other
motor vehicles
Home electrical
appliances such
as washing
machines water
boilers and
cookers
Electronic products
such as computers
mobile phones and
accessories such as
chargers
Products for
children such
as toys or
childcare
products
Cosmetics Any type of
product
EU28 864 857 877 913 735 640
EU27_2019 853 843 873 908 738 635
North 875 881 899 919 715 636
South 869 849 896 906 713 556
East 734 766 767 857 744 664
West 910 893 908 936 744 675
BE 906 838 859 916 722 740
BG 698 803 764 866 787 690
CZ 735 785 790 964 823 654
DK 919 792 854 935 749 557
DE 913 930 928 952 784 710
EE 904 939 948 834 619 759
IE 931 932 920 907 687 681
EL 880 889 869 938 865 815
ES 944 918 935 890 684 489
FR 864 794 887 913 737 601
HR 799 795 894 847 699 565
IT 817 793 878 927 709 532
CY 738 880 861 927 785 761
LV 748 806 823 822 641 636
LT 682 841 838 778 535 491
LU 845 861 874 872 655 685
HU 849 857 836 936 765 716
MT 836 827 805 890 768 760
NL 933 897 923 950 709 704
AT 923 887 896 939 785 748
PL 635 655 652 817 746 655
PT 847 825 867 814 701 701
RO 846 881 878 793 610 620
SI 951 938 927 954 885 917
SK 720 796 845 980 933 759
FI 902 975 982 966 814 749
SE 913 897 904 955 719 644
UK 944 953 906 942 712 674
IS 950 888 927 965 787 852
NO 935 857 874 933 682 650
q4 - base all respondents N=25541The figure is significantly different (plt005) compared to the EU28 result
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 12
23 Assigning responsibility
It is the
responsibility of
the
manufacturer
to recall the
product as soon
as they know
about the risks
it poses
It is the
responsibility of
the seller to
inform
consumers who
purchased the
product about
the risks it
poses
Consumers
who learn
about a recall
notice about a
product they
have purchased
should take
action
immediately
It is important
for consumers
to pay attention
to product
recalls
EU28 980 883 923 939
EU27_2019 980 879 919 938
North 983 908 889 936
South 980 902 944 947
East 986 869 932 950
West 978 875 912 930
BE 989 929 859 962
BG 978 858 924 949
CZ 991 942 931 950
DK 991 908 897 927
DE 987 858 924 928
EE 984 900 922 961
IE 990 933 964 951
EL 993 944 984 991
ES 987 972 985 957
FR 952 848 904 915
HR 930 871 893 910
IT 970 830 900 925
CY 995 943 989 994
LV 977 912 909 965
LT 983 907 919 976
LU 985 959 943 969
HU 997 858 943 959
MT 989 955 987 981
NL 982 891 757 930
AT 997 851 928 942
PL 986 806 948 937
PT 992 968 981 983
RO 993 931 969 977
SI 996 933 813 962
SK 979 965 757 955
FI 967 947 904 939
SE 988 888 859 918
UK 986 909 947 939
IS 998 959 946 982
NO 987 874 907 925
q8b - base all respondents N=25541
The figure is significantly different (plt005) compared to the EU28 result
q8b - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about product recalls
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 13
3 Product registration
31 General awareness
Yes I did No I didnrsquot
know
EU28 397 603
EU27_2019 385 615
North 304 696
South 369 631
East 334 666
West 445 555
BE 362 638
BG 279 721
CZ 350 650
DK 241 759
DE 405 595
EE 261 739
IE 444 556
EL 281 719
ES 277 723
FR 503 497
HR 454 546
IT 455 545
CY 236 764
LV 252 748
LT 292 708
LU 392 608
HU 418 582
MT 274 726
NL 379 621
AT 392 608
PL 289 711
PT 378 622
RO 348 652
SI 398 602
SK 375 625
FI 353 647
SE 333 667
UK 481 519
IS 229 771
NO 336 664
The figure is significantly different (plt005) compared to the EU28 result
q9a - base all respondents N=25541
q9a - Did you know that by registering a product you can be contacted directly in case there is a problem with that product
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 14
32 Consumer behaviour
Yes Sometimes No
EU28 401 286 313
EU27_2019 377 291 332
North 394 263 343
South 358 281 361
East 453 226 320
West 404 308 288
BE 420 264 315
BG 449 99 452
CZ 437 266 296
DK 442 207 352
DE 307 373 319
EE 327 337 335
IE 532 251 217
EL 492 307 201
ES 355 293 351
FR 377 298 325
HR 425 191 383
IT 339 278 383
CY 275 215 510
LV 346 191 464
LT 448 211 341
LU 198 282 520
HU 483 120 397
MT 476 135 389
NL 420 289 291
AT 341 305 354
PL 340 347 312
PT 406 248 346
RO 652 111 238
SI 397 152 451
SK 425 288 287
FI 316 417 267
SE 420 211 369
UK 536 258 205
IS 366 136 499
NO 471 206 323
The figure is significantly different (plt005) compared to the EU28 result
q9b - base consumers who know they can be contacted in case there is a problem
with a product after you registered the product N=9128
q9b - And do you usually register the product so you can be contacted in case of problems with that product
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 15
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 16
33 Drivers of consumer behaviour
Note for the following countries the base size is smaller than 100 LU CY EE LV LT MT and IS For these countries no robust comparisons can be made regarding q10
q10 - How important are the following factors in your decision to register your contact
details when buying a product
There is
minimum effort
required on my
part
I receive an
incentive such
as a voucher
discount or
gift
Registration will
allow the seller or
manufacturer to
inform me about
potential issues with
the product
I know my data
such as email
address will not
be used for
marketing
purposes
I trust the
brand or seller
The product is
expensive
EU28 76 56 86 85 81 69
EU27_2019 75 57 85 86 81 68
North 75 47 84 80 79 70
South 75 65 88 87 83 70
East 74 60 86 83 81 70
West 77 52 84 85 80 68
BE 68 55 84 79 78 66
BG 78 63 84 75 76 77
CZ 66 51 83 75 78 72
DK 72 38 83 79 80 64
DE 77 38 82 91 82 55
EE 73 59 87 84 77 78
IE 79 56 87 83 79 75
EL 78 61 89 83 74 75
ES 81 59 90 91 85 67
FR 76 71 86 86 81 76
HR 79 77 86 83 84 80
IT 70 67 87 85 83 71
CY 83 60 91 87 79 89
LV 72 69 82 74 76 77
LT 75 67 86 74 70 84
LU 75 66 79 80 76 63
HU 77 58 91 82 83 75
MT 82 58 88 88 88 63
NL 70 52 81 82 77 66
AT 77 47 82 88 83 53
PL 68 57 81 85 79 71
PT 77 68 90 87 83 74
RO 82 66 94 87 86 63
SI 77 65 89 71 82 75
SK 68 56 86 78 80 71
FI 79 44 85 85 83 68
SE 73 44 82 77 78 68
UK 79 50 86 79 78 76
IS 76 34 87 81 79 77
NO 68 43 81 79 73 68
q10 - base respondents who have registered a product so that they can be contacted in case there is a problem
with the product N=6175
The figure is significantly different (plt005) compared to the EU28 result
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 17
4 Exposure to product recalls
41 Overall exposure and exposure for products owned
Yes No Yes No
EU28 565 435 124 876
EU27_2019 543 457 119 881
North 606 394 84 916
South 456 544 130 870
East 463 537 54 946
West 657 343 152 848
BE 618 382 115 885
BG 222 778 29 971
CZ 613 387 45 955
DK 675 325 124 876
DE 676 324 166 834
EE 560 440 54 946
IE 707 293 167 833
EL 465 535 69 931
ES 313 687 91 909
FR 555 445 143 857
HR 505 495 157 843
IT 573 427 186 814
CY 261 739 15 985
LV 398 602 38 962
LT 380 620 32 968
LU 371 629 111 889
HU 486 514 60 940
MT 334 666 40 960
NL 692 308 103 897
AT 718 282 178 822
PL 434 566 56 944
PT 409 591 51 949
RO 447 553 45 955
SI 746 254 47 953
SK 572 428 35 965
FI 802 198 112 888
SE 569 431 74 926
UK 721 279 156 844
IS 648 352 79 921
NO 607 393 83 917
q6 amp q11 - base all respondents N=25541
The figure is significantly different (plt005) compared to the EU28 result
q6 - Apart from [two real-life examples of recalls] in the past 2 years have you seen or heard any other information notices ads or announcements concerning the recall of a specific product
q11 - In the last two years have you seen or received any notice or request to return a product you had purchased yourself
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 18
42 Exposure by product category
q7a - In the last 2 years for which of the following product categories did you see or
hear information about product recalls
Cars or other
motor vehicles
Home electrical
appliances such
as washing
machines water
boilers and
cookers
Electronic products
such as computers
mobile phones and
accessories such as
chargers
Products for
children Cosmetics Other
EU28 788 334 553 605 225 309
EU27_2019 777 274 547 616 247 313
North 732 272 589 692 148 259
South 788 226 558 570 276 204
East 667 212 506 669 283 339
West 827 412 560 591 198 342
BE 870 191 641 611 147 352
BG 624 144 362 530 229 120
CZ 610 173 445 894 241 257
DK 808 190 649 796 165 233
DE 878 266 492 551 211 359
EE 769 119 308 481 65 125
IE 845 427 650 570 164 416
EL 790 228 645 588 326 199
ES 889 130 445 656 350 53
FR 706 452 613 682 319 366
HR 730 374 611 717 424 229
IT 739 271 611 552 254 268
CY 474 198 197 494 138 118
LV 748 205 361 474 123 159
LT 644 418 644 561 172 216
LU 702 228 520 485 125 415
HU 739 246 450 639 163 239
MT 623 125 312 456 123 317
NL 788 256 595 751 173 410
AT 906 291 505 508 163 308
PL 583 161 503 643 322 443
PT 875 185 429 410 160 195
RO 891 332 657 546 235 289
SI 682 153 369 591 101 706
SK 459 130 380 805 506 263
FI 656 356 678 791 186 333
SE 750 263 535 626 118 259
UK 847 652 583 542 108 284
IS 869 96 526 799 117 202
NO 779 263 479 461 100 264
q7a - base respondents who have seen or heard about product recalls N=14093The figure is significantly different (plt005) compared to the EU28 result
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 19
Note Due to the low overall sample available is it not possible to draw statistically robust comparisons for specific countries Therefore no country results are displayed for questions q12a and q12b
43 Online versus offline purchases
q12a - Which product category did the recalled product belong to [this question refers
to general notices about product recalls]
Cars or other
motor
vehicles
Home electrical
appliances such
as washing
machines
water boilers
and cookers
Electronic
products such
as computers
tablets and
mobile phones
Electronic
product
accessories
such as
chargers and
adapters
Products for
childrenCosmetics Other
EU28 465 113 151 81 44 43 104
EU27_2019 436 100 167 84 50 49 114
North 352 116 165 115 93 11 148
South 404 97 161 133 40 56 109
East 238 118 227 89 108 69 151
West 530 119 135 54 34 35 93
q12a - base respondents who have seen or received notices about recalled products that they have
purchased N=2393
The figure is significantly different (plt005) compared to the EU28 result
q12b - Did you purchase the product
online or offline
Online Offline Donrsquot know
EU28 186 801 13
EU27_2019 191 798 12
North 154 782 64
South 144 850 06
East 260 726 15
West 197 791 12
q12b - base respondents who have seen or received notices about
recalled products that they have purchased N=2393
The figure is significantly different (plt005) compared to the EU28 result
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 20
44 Exposure by communication channel
q7b - How did you seehear about product recalls
Traditional
press or
media (eg
newspapers
television
radio etc)
Online media
A consumer
association or
a dedicated
information
service
platform
A physical
store
The sellerrsquos
or
manufacturer
rsquos website
A friend or
acquaintanceDonrsquot know
EU28 798 536 191 238 184 293 08
EU27_2019 796 537 194 221 183 305 07
North 797 507 111 139 146 183 11
South 772 540 210 171 172 377 06
East 754 608 151 128 218 303 07
West 819 519 202 301 183 270 08
BE 866 481 184 176 143 214 11
BG 673 391 32 55 112 189 18
CZ 848 612 210 116 245 303 02
DK 846 645 222 106 134 247 12
DE 868 507 162 307 136 254 06
EE 663 481 42 145 89 124 00
IE 808 580 195 320 208 270 16
EL 680 691 179 103 133 305 14
ES 883 520 171 140 111 345 04
FR 731 508 295 294 265 410 03
HR 602 384 274 199 320 513 00
IT 731 543 239 208 217 427 05
CY 567 344 22 35 144 199 00
LV 600 662 56 73 116 155 09
LT 659 702 154 170 227 348 29
LU 754 433 86 182 121 243 04
HU 729 547 125 86 108 198 03
MT 516 678 19 43 34 193 17
NL 832 569 216 207 185 168 16
AT 889 486 245 401 122 191 00
PL 668 689 143 124 246 272 11
PT 863 409 145 56 50 166 08
RO 898 628 167 178 228 452 08
SI 756 469 87 126 100 131 02
SK 791 549 70 83 193 201 00
FI 888 441 92 113 169 165 04
SE 760 408 58 184 130 132 13
UK 806 536 175 326 190 225 13
IS 850 680 157 128 155 202 00
NO 672 558 93 75 102 104 16
q7b - base respondents who have seen or heard about product recalls N=13835
The figure is significantly different (plt005) compared to the EU28 result
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 21
45 Preferred communication channels
q18 - How would you prefer to receive information about recalls of products you have
purchased
Traditional
press or media Online media
A consumer
association or a
dedicated
information
service platform
Visual
communication
The sellerrsquos or
manufacturerrsquos
website
Directly
Via a
notification
through a
mobile
application
EU28 825 624 545 635 559 840 554
EU27_2019 827 628 557 632 567 828 544
North 811 602 456 558 520 890 503
South 832 647 603 620 570 845 580
East 796 675 549 660 634 847 662
West 834 595 523 641 530 829 504
BE 866 625 544 629 592 878 576
BG 741 631 496 627 559 785 542
CZ 817 650 441 578 540 803 541
DK 832 661 498 492 404 881 437
DE 862 610 526 663 507 789 366
EE 800 636 370 551 480 866 468
IE 829 627 550 705 550 921 676
EL 749 725 676 603 605 855 716
ES 877 656 675 733 635 869 650
FR 793 545 556 606 558 769 544
HR 750 659 544 572 558 813 594
IT 817 632 520 535 514 819 491
CY 811 596 535 437 501 764 504
LV 690 654 497 667 585 840 587
LT 679 698 547 611 611 844 562
LU 861 618 467 675 583 747 446
HU 790 657 554 669 580 775 573
MT 732 687 595 498 487 957 700
NL 884 666 549 578 585 836 572
AT 905 616 636 703 525 837 412
PL 826 708 577 705 709 862 734
PT 817 623 708 651 580 888 662
RO 774 683 623 698 663 942 772
SI 684 524 337 405 275 659 227
SK 780 627 440 564 583 802 537
FI 903 624 478 562 554 905 577
SE 811 513 395 558 532 915 470
UK 808 597 458 652 505 928 619
IS 891 799 627 608 595 914 594
NO 703 536 416 475 387 933 499
q18 - base all respondents N=25541The figure is significantly different (plt005) compared to the EU28 result
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 22
5 Consumer responses to product recalls
51 Responses to general product recall information
Note the last column of this table is based on a derived proportion of those respondents who owned the product but 1) did not follow the instrution of the notice and 2) did not say that they took no action in response to it
52 Responses to product recalls for products owned
Note Due to the low overall sample available is it not possible to draw statistically robust comparisons for specific countries Therefore no country results are displayed for question q12c
You checked
to see if it
concerned a
product you
owned
You took no
action
because you
did not own
the product
Told other
people about
it
Owned the product
and followed the
instructions of the
recall notice
Took no
action even
though you
owned the
product
Took some action but
did not follow the
instructions of the
recall notice1
EU28 774 790 616 649 143 208
EU27_2019 765 802 625 634 161 205
North 659 801 447 467 198 335
South 827 802 731 748 130 123
East 684 783 665 424 157 419
West 790 786 577 694 139 168
The figure is significantly different (plt005) compared to the EU28 result
q7c1 - base respondents who have seen or heard about product recalls N=14093
q7c1 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the communication about the product recall
q12c - Thinking about this product recall what actions did you take in response
You contacted
the
manufacturer
seller for more
information
You contacted
the
manufacturer
seller for
reimbursement
You returned
the product
You threw
the product
away
You
continued
using the
product with
extra caution
You told
others about
the product
recall
You took no
action
EU28 557 413 463 73 312 490 39
EU27_2019 547 434 448 81 280 483 41
North 394 394 471 50 141 273 118
South 561 360 404 118 277 530 25
East 490 446 476 118 276 427 72
West 574 433 488 48 342 493 37
q12c - base respondents who have seen or received notices about recalled products that they have
purchased N=2393
The figure is significantly different (plt005) compared to the EU28 result
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 23
53 Drivers of consumer actions ndash hypothetical scenario
If the
potential
danger was
clearly
communicated
and it seemed
serious
If the specific
action to take
was clearly
communicate
d
If the product
was
expensiveva
luable
If there was
a financial
incentive
If I had
already
experienced
the issue that
was identified
in the
product recall
Other
EU28 955 935 799 648 919 440
EU27_2019 952 931 791 650 915 434
North 967 922 865 725 946 426
South 950 944 744 635 906 346
East 950 923 782 658 914 540
West 959 936 827 643 924 452
BE 940 921 837 664 888 540
BG 879 819 732 653 797 556
CZ 954 926 867 814 876 599
DK 970 888 852 726 940 358
DE 974 959 858 654 969 416
EE 974 933 897 760 962 754
IE 959 933 884 666 933 529
EL 962 934 818 660 938 483
ES 974 962 704 600 955 182
FR 917 874 743 638 833 402
HR 870 811 752 645 707 290
IT 924 926 734 635 851 365
CY 967 948 835 730 939 597
LV 924 914 899 859 934 641
LT 936 927 888 737 924 352
LU 950 923 884 712 959 552
HU 961 924 871 697 957 624
MT 949 928 849 769 906 481
NL 974 952 847 615 952 664
AT 971 957 865 663 973 382
PL 961 924 867 679 963 562
PT 984 972 893 747 973 804
RO 955 969 519 471 886 471
SI 987 982 945 887 987 545
SK 976 953 830 737 950 541
FI 975 946 875 653 967 541
SE 977 926 849 730 943 338
UK 979 962 853 634 948 485
IS 972 939 797 626 940 344
NO 961 931 877 780 948 429
q8a1 - base all respondents N=25541
The figure is significantly different (plt005) compared to the EU28 result
q8a1 - If you heard [about two real-life examples of product recalls] and you owned one of [the recalled products] what would have made you take any actions
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 24
If the potential
danger was
clearly
communicated
and it seemed
serious
If the specific
action to take
was clearly
communicated
If the product
was
expensiveva
luable
If there was
a financial
incentive
If the person I
knew had already
experienced the
issue that was
identified in the
product recall
Other
EU28 948 920 751 618 903 427
EU27_2019 943 916 745 622 898 422
North 948 887 780 636 887 405
South 947 927 708 609 898 327
East 946 921 760 638 914 552
West 949 920 767 613 902 433
BE 917 887 762 602 887 527
BG 869 820 737 637 805 555
CZ 953 917 836 794 919 600
DK 938 857 734 606 871 342
DE 958 937 802 636 945 395
EE 958 946 874 635 934 753
IE 962 939 802 609 929 516
EL 950 917 777 636 906 486
ES 980 946 656 570 959 144
FR 914 880 687 625 814 392
HR 866 843 712 644 722 294
IT 917 911 709 610 851 357
CY 854 808 692 577 808 491
LV 915 883 855 819 895 637
LT 934 889 826 712 870 349
LU 880 855 823 656 941 514
HU 954 916 819 679 912 634
MT 887 858 783 682 849 441
NL 945 898 758 553 876 637
AT 950 941 808 630 938 359
PL 956 925 847 661 960 576
PT 979 954 864 744 909 784
RO 956 962 506 454 889 498
SI 978 974 942 894 977 543
SK 968 940 806 663 938 530
FI 961 927 812 531 902 509
SE 955 874 748 655 886 308
UK 977 945 793 588 936 457
IS 964 900 726 518 912 335
NO 950 910 824 720 916 411
q8a2 - base all respondents N=25541
The figure is significantly different (plt005) compared to the EU28 result
q8a2 - If you heard [about two real-life examples of product recalls] and you knew someone who owned one of [the recalled products] what would have made you take any actions
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 25
54 Drivers of consumer actions ndash real scenario
q7cx1 - What would have made you take some action
If the potential
danger was
more clearly
communicated
and seemed
serious
If the specific
action to take
was more
clearly
communicated
If the product
was expensive
valuable
If I knew
someone who
owned the
product
If I owned the
product myself
EU28 900 843 739 926 979
EU27_2019 895 843 735 918 978
North 901 780 770 913 968
South 933 881 731 907 990
East 945 903 778 947 971
West 875 820 727 928 979
BE 921 837 753 916 975
BG 958 874 808 875 879
CZ 975 947 880 947 971
DK 934 873 759 944 978
DE 826 785 714 952 989
EE 961 887 885 955 992
IE 924 844 779 944 987
EL 984 950 860 944 990
ES 951 867 675 984 1000
FR 882 860 701 844 946
HR 892 837 847 820 890
IT 911 864 715 861 987
CY 973 963 891 950 988
LV 921 894 888 913 963
LT 918 868 852 856 969
LU 830 856 839 934 975
HU 932 924 791 951 984
MT 944 884 822 895 972
NL 888 778 746 924 979
AT 846 779 701 933 988
PL 963 911 849 972 983
PT 989 975 890 986 986
RO 896 850 500 926 972
SI 994 981 968 992 1000
SK 964 917 820 974 981
FI 877 701 764 884 964
SE 885 735 732 921 963
UK 929 847 760 969 989
IS 974 913 767 940 990
NO 865 813 857 941 978
The figure is significantly different (plt005) compared to the EU28 resultq7cx1 - base respondents who have seen or heard about product recalls but took no
action N=11741
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 26
6 The impact of product recalls
61 Responses from manufacturerssellers
Note Due to the low overall sample available is it not possible to draw statistically robust comparisons for specific countries Therefore no country results are displayed for questions q13 and q15
62 Consumer satisfaction with the recall experience
q13 - How did the manufacturerseller respond to your contact about
the recall
They offered
to repair the
product
They offered
to replace
the product
They asked
me to throw
the product
away
They asked
me to return
the product
They offered
to reimburse
me
They offered
no
compensation
EU28 689 585 46 513 343 247
EU27_2019 655 616 53 503 380 223
North 607 587 79 544 361 294
South 618 609 71 413 283 262
East 594 746 122 720 398 296
West 734 556 25 531 362 232
q13 - base respondents who have seen or received notices about recalled products that they have
purchased and made contact right away N=1248
The figure is significantly different (plt005) compared to the EU28 result
q15 - How satisfied or dissatisfied are you with
the following aspects of the product recall
process
The time it
required
The ease of
the process
The
compensatio
nreimburse
ment if any
The assistance
received from the
manufacturer
seller in resolving
any issues if any
EU28 71 76 70 78
EU27_2019 72 77 74 79
North 68 74 69 77
South 75 78 73 80
East 69 73 75 76
West 69 76 69 78
The figure is significantly different (plt005) compared to the EU28 result
q15 - base respondents who have seen or received notices about recalled
products that they have purchased N=2393
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 27
63 Satisfaction with product recall information
It was clear
which specific
product was
recalled
It was clear
where the
product had
been sold
It was clear
what specific
danger was
posed by the
product
It was clear
who to contact
for more
information
It was clear what
procedure to
follow to return
replace or
dispose of the
product
It was clear what
procedure to follow
to receive a
reimbursement or
compensation
The
communication
was easy to
access and
visible
EU28 85 75 79 71 71 63 74
EU27_2019 84 76 79 70 71 63 74
North 86 73 81 69 68 60 72
South 85 75 80 71 69 62 74
East 86 78 82 69 73 65 72
West 85 74 78 72 72 64 75
BE 85 76 75 68 68 58 73
BG 83 75 80 64 60 55 78
CZ 84 78 85 72 76 66 75
DK 85 72 79 67 68 57 67
DE 84 73 77 69 70 62 76
EE 90 75 82 68 62 51 78
IE 87 76 80 75 77 69 75
EL 85 68 77 62 65 51 71
ES 82 76 80 66 62 54 69
FR 82 78 77 75 74 70 74
HR 81 79 79 74 75 74 76
IT 86 77 81 74 73 67 77
CY 84 79 73 62 58 54 72
LV 85 71 80 58 58 48 72
LT 81 73 77 62 60 50 73
LU 74 70 69 65 65 62 75
HU 90 82 86 76 76 72 79
MT 85 71 78 64 64 58 70
NL 86 79 79 72 72 65 75
AT 80 70 76 67 65 57 75
PL 83 75 78 62 70 59 62
PT 85 64 77 67 65 55 75
RO 90 80 84 75 74 68 80
SI 92 84 83 81 80 72 83
SK 93 79 88 70 74 65 79
FI 88 77 85 77 80 73 74
SE 87 70 80 67 63 56 72
UK 87 71 81 73 74 64 74
IS 91 76 83 72 65 60 69
NO 87 69 81 69 68 63 73
q7d - base respondents who have seen or heard about product recalls N=14093The figure is significantly different (plt005) compared to the EU28 result
q7d - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you remember seing or hearing in the past 2 years
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 28
64 Satisfaction with product recall information
Note Due to the low overall sample available is it not possible to draw statistically robust comparisons for specific countries Therefore no country results are displayed for question q16
q16 - Thinking about this product recall experience
which of the following statements apply to you
It increased
my confidence
in the
brandsellersh
op
I became more
distrustful of
the
brandsellersh
op
I started
paying more
attention to
information
about
product
recalls
EU28 544 301 635
EU27_2019 544 295 665
North 644 211 533
South 491 331 777
East 588 353 721
West 556 285 565
The figure is significantly different (plt005) compared to the EU28 result
q16 - base respondents who have seen or received notices about recalled
products that they have purchased N=2393
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 29
7 Vulnerable consumers
71 Awareness of rights and responsibilities
Consumersrsquo awareness of manufacturers being legally required to recall dangerous
products is associated most closely with their financial situation followed by
occupation and education
Consumersrsquo agreement with the statement that it is the responsibility of the
manufacturer to recall the product as soon as they know about the risks it poses is
associated most closely with their education level their age and with how many young
children they have
759 A 754 A 734 A 762 A 765 A 766 A 715 766 A 756 A
758 A 757 A 753 A 777 A 668 767 B 761 AB 740 A
781 BC 789 C 787 C 722 A 728 AB 702 A 707 A 740 AB
780 751 A 742 A 742 A 770 A 757 A 765 A
Retired
Online buying behaviour Children
q5_1 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q5_1 - Do you know if manufacturers are legally required to recall products that are dangerous to consumers - Yes I think they are
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
979 A 982 A 983 AB 984 B 972 A 978 AB 985 A 987 A 972
980 A 980 A 982 A 980 A 963 A 979 A 978 A 985 A
985 A 980 A 985 A 975 A 975 A 968 A 966 A 981 A
983 A 979 A 981 A 976 A 973 AB 983 AB 984 B
Retired
Online buying behaviour Children
q8b_1 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_1 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - It is the responsibility of the manufacturer to recall the product as soon as they know about the risks it poses
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 30
Consumersrsquo agreement with the statement that it is the responsibility of the seller to
inform consumers who purchased the product about the risk it poses is associated
most closely with their online buying behaviour their education level and their
occupation
Consumersrsquo agreement with the statement that consumers who learn about a recall
notice about a product they have purchased should act immediately is associated most
closely with their education level gender and financial status
884 A 883 A 891 A 885 A 882 A 866 A 909 A 898 A 867
870 AB 896 B 890 B 852 A 871 AB 881 A 884 A 885 A
876 ABC 894 BC 866 A 890 BC 845 AB 913 C 893 ABC 904 C
877 A 871 A 913 881 A 866 A 878 A 890 A
Retired
Online buying behaviour Children
q8b_2 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_2 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - It is the responsibility of the seller to inform consumers who purchased the product about the risks it poses
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
914 933 918 A 917 A 930 A 939 A 946 A 936 A 909
949 C 932 BC 926 B 895 A 918 ABC 919 A 929 A 920 A
923 A 917 A 920 A 926 A 927 A 919 A 946 A 926 A
926 A 918 A 929 A 908 A 914 AB 925 AB 937 B
Retired
Online buying behaviour Children
q8b_3 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_3 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - Consumers who learn about a recall notice about a product they have purchased should take action immediately
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 31
Consumersrsquo agreement with the statement that it is important for them to pay
attention to product recalls is associated most closely with their gender how many
young children they have and their age
72 Product registration
Consumersrsquo awareness that by registering a product they can be contacted directly in
case there is a problem with this product is associated most closely with their gender
their online buying behaviour and their education level
931 948 928 A 940 AB 939 A 958 B 943 AB 948 B 931 A
931 AB 938 AB 947 B 929 A 890 AB 941 A 941 A 936 A
932 A 943 A 946 A 942 A 932 A 938 A 927 A 931 A
939 A 935 A 948 A 926 A 934 A 930 A 956
Retired
Online buying behaviour Children
q8b_4 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_4 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - It is important for consumers to pay attention to product recalls
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
458 340 377 AB 418 C 413 BC 371 A 342 400 A 405 A
387 AB 389 A 390 A 434 B 413 AB 403 A 405 A 383 A
440 C 438 C 409 BC 381 AB 335 A 352 A 347 AB 385 AB
457 408 317 381 A 428 B 381 AB 410 AB
Retired
Online buying behaviour Children
q9a - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q9a - Did you know that by registering a product you can be contacted directly in case there is a problem with that product - Yes I did
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 32
Registering a product in order to be contacted in case of problems with a product is
associated most closely with consumersrsquo online buying behaviour their financial status
and their age
Consumersrsquo agreement with the statement that allowing the seller or manufacturer to
inform them about potential issues with the product is an important factor in their
decision to register a product is associated most closely with their financial status
710 A 716 A 721 AB 684 A 713 AB 774 B 746 A 705 A 714 A
815 B 709 A 701 A 709 A 768 AB 710 A 704 A 725 A
722 AB 729 AB 687 A 747 B 736 AB 697 AB 681 AB 721 AB
679 A 711 A 780 710 A 697 A 709 A 719 A
Retired
Online buying behaviour Children q9b - base EU28
respondents that know you
can be contacted in case
there is a problem with a
product after you registered
the product (N=8665)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q9b - And do you usually register the product so you can be contacted in case of problems with that product - Yes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
85 A 86 A 85 A 86 A 86 A 84 A 85 A 86 A 85 A
86 AB 84 A 86 AB 86 B 84 AB 85 A 86 A 86 A
85 A 86 A 85 A 87 A 83 A 84 A 85 A 87 A
86 A 86 A 85 A 85 A 84 A 86 A 86 A
2018
q10_3 - How important are the following factors in your decision to register your contact details when buying a product - Registration will
allow the seller or manufacturer to inform me about potential issues with the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_3 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 33
Consumersrsquo agreement with the statement that knowing that their data will not be
used for marketing purposes is an important factor in their decision to register a
product is associated most closely with their gender online buying behaviour and
education level
Consumersrsquo agreement with the statement that having trust in the brand or the seller
is an important factor in their decision to register a product is associated most closely
with their financial situation
83 87 85 AB 86 B 83 A 84 AB 81 A 86 B 84 AB
88 B 83 A 84 A 86 AB 83 AB 85 A 85 A 85 A
85 A 84 A 86 A 84 A 84 A 86 A 81 A 83 A
85 A 86 A 81 83 A 85 AB 83 A 86 B
2018
q10_4 - How important are the following factors in your decision to register your contact details when buying a product - I know my data
such as email address will not be used for marketing purposes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_4 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
80 A 81 A 81 A 82 A 80 A 79 A 82 A 81 A 80 A
81 AB 79 A 81 B 82 B 76 AB 80 A 81 A 80 A
80 A 82 A 81 A 80 A 77 A 81 A 77 A 82 A
81 A 81 A 78 A 81 A 79 A 80 A 81 A
2018
q10_5 - How important are the following factors in your decision to register your contact details when buying a product - I trust the brand or
seller
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_5 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 34
Consumersrsquo agreement with the statement that the product being expensive is an
important factor in their decision to register a product is associated most closely with
how many young children they have their financial situation and education level
73 Exposure to product recalls
Consumersrsquo exposure to product recall notices is associated most closely with their
online buying behaviour education level and occupation
69 A 70 A 71 A 68 A 69 A 69 A 70 AB 67 A 71 B
75 B 71 AB 68 A 69 A 66 AB 69 A 70 A 70 A
69 AB 70 AB 67 A 71 B 64 A 71 AB 70 AB 71 AB
69 A 70 A 69 A 69 A 71 AB 73 B 68 A
2018
q10_6 - How important are the following factors in your decision to register your contact details when buying a product - The product is
expensive
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_6 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
590 547 535 A 610 B 602 B 506 A 449 562 599
510 A 542 A 586 B 601 B 486 A 575 A 575 A 554 A
593 DE 602 DE 618 E 512 B 481 AB 520 ABC 446 A 564 CD
642 585 470 553 A 534 A 553 A 589
Retired
Online buying behaviour Children
q6 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q6 - Apart from the Ikea furniture and Samsung phone examples in the past 2 years have you seen or heard any other information notices
ads or announcements concerning the recall of a specific product - Yes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 35
Consumersrsquo exposure to product recalls for products they had purchased themselves is
associated most closely with their online buying behaviour gender and education
level
Consumersrsquo likelihood to have seen or heard information about product recalls in the
last 2 years is associated most closely with their gender age and education level
144 107 116 AB 142 C 135 BC 88 A 79 131 A 126 A
108 AB 121 ABC 122 B 147 C 84 A 133 B 128 AB 112 A
139 B 135 AB 135 B 96 A 95 AB 107 AB 92 A 129 AB
146 A 133 A 81 111 A 132 AB 123 AB 135 B
Retired
Online buying behaviour Children
q11 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q11 - In the last 2 years have you seen or received any notice or request to return a product you had purchased yourself - Yes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
846 741 727 822 A 819 A 802 A 743 800 A 796 A
730 A 776 AB 802 BC 824 C 753 ABC 819 B 778 A 792 AB
786 AB 788 AB 820 B 779 A 747 A 782 AB 788 AB 784 AB
811 B 781 A 796 AB 791 AB 750 A 778 AB 810 B
Retired
Online buying behaviour Childrenq7a_1 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7a_1 - In the last 2 years for which of the following product categories did you see or hear information about product recalls - Cars or other
motor vehicles
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 36
Consumersrsquo preference of receiving information about recalls of products they have
purchased via traditional press or media is associated most closely with their financial
status gender and age
Consumersrsquo preference of receiving information about recalls of products they have
purchased via online media is associated most closely with their age online buying
behaviour and with how many young children they have
809 842 787 839 A 838 A 842 A 786 A 839 820 A
798 A 841 B 840 B 780 A 755 A 831 A 822 A 823 A
814 ABC 808 ABC 843 D 815 BC 764 A 846 CD 772 AB 842 CD
801 831 A 842 A 828 A 816 A 816 A 828 A
Retired
Online buying behaviour Children
q18_1 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q18_1 - How would you prefer to receive information about recalls of products you have purchased - Traditional press or media
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
630 A 624 A 728 645 600 508 622 AB 640 B 615 A
597 A 635 A 632 A 615 A 602 A 623 A 635 A 620 A
629 ABC 656 C 646 C 643 BC 649 ABC 595 AB 643 ABC 587 A
686 654 532 627 A 672 B 642 AB 616 A
Retired
Online buying behaviour Children
q18_2 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q18_2 - How would you prefer to receive information about recalls of products you have purchased - Online media
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 37
Consumersrsquo preference to receive information about recalls of products they have
purchased directly is associated most closely with their online buying behaviour
gender and occupation
74 Consumer responses to product recalls
Consumersrsquo likelihood to check if a recall notice concerned a product they owned is
associated most closely with their online buying behaviour financial situation and
occupation
850 832 854 A 849 A 837 A 815 A 841 A 839 A 842 A
844 A 844 A 839 A 843 A 783 A 844 A 844 A 833 A
838 AB 871 B 846 AB 822 A 832 AB 838 AB 805 A 841 AB
877 835 A 813 A 835 A 809 A 843 A 848 A
Retired
Online buying behaviour Children
q18_6 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q18_6 - How would you prefer to receive information about recalls of products you have purchased - Directly
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
778 A 771 A 781 A 779 A 760 A 772 A 735 A 785 A 771 A
706 A 763 AB 792 C 771 BC 695 AB 780 A 772 A 771 A
768 AB 803 BC 817 C 723 A 717 A 760 ABC 774 ABC 742 A
812 765 A 735 A 760 A 782 A 798 A 776 A
2018
q7crow1_1 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You checked to see if it concerned a product you owned
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow1_1 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 38
Consumersrsquo likelihood to take no action even though they owned a recalled product is
associated most closely with their education level gender and financial status
Consumersrsquo likelihood to follow the instructions of the recall notice to send back the
product or contact the manufacturer or the seller is associated most closely with the
degree of urbanisation and their occupation
166 117 219 B 136 AB 122 AB 104 A 283 119 A 140 A
154 AB 163 B 138 B 130 B 56 A 136 A 142 A 145 A
136 ABC 131 ABC 111 AB 157 ABC 134 ABC 235 C 75 A 185 BC
136 A 141 A 152 A 132 A 113 A 140 A 154 A
2018
q7crow3_3 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You took no action even though you owned the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow3_3 - base EU28
respondents who have seen
or heard about product
recalls (N=2631)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
774 A 742 A 751 A 746 A 773 A 777 A 761 A 759 A 756 A
759 A 774 A 740 A 797 A 650 A 790 B 763 AB 719 A
796 A 835 A 770 A 735 A 651 A 743 A 651 A 703 A
770 A 760 A 730 A 721 A 797 A 742 A 780 A
2018
q7crow4_4 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You owned the product and followed the instructions of the recall notice to send back the product or
contact the manufacturerseller
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow4_4 - base EU28
respondents who have seen
or heard about product
recalls (N=2174)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 39
Consumersrsquo likelihood to tell other people about a product recall is associated most
closely with their financial status gender and age
75 Drivers of consumer actions
Consumersrsquo agreement with the statement that they would have taken action if the
potential danger was more clearly communicated and seemed serious is associated
most closely with how many young children they have and with their occupation
601 631 654 B 597 A 594 A 626 AB 636 AB 646 B 591 A
641 BC 676 C 622 B 524 A 551 AB 605 A 627 A 612 A
593 AB 639 AB 639 B 644 B 561 AB 548 A 604 AB 585 AB
619 AB 601 A 642 B 600 AB 588 AB 589 A 640 B
2018
q7crow5_5 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You told other people about it
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow5_5 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
894 A 906 A 884 A 901 A 904 A 917 A 915 A 912 A 891 A
920 A 902 A 903 A 890 A 862 A 908 A 901 A 892 A
876 A 915 AB 892 A 927 B 894 AB 924 AB 945 B 898 AB
901 A 895 A 912 A 911 AB 928 B 875 A 892 AB
Retired
Online buying behaviour Children q7cx1_1 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_1 - What would have made you take some action - If the potential danger was more clearly communicated and seemed serious
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 40
Consumersrsquo agreement with the statement that they would have taken action if the
specific action to take was more clearly communicated is associated most closely with
their financial status online buying behaviour and occupation
Consumersrsquo agreement with the statement that they would have taken action if the
product was expensive or valuable is associated most closely with their education
level age and financial status
836 A 852 A 832 AB 831 A 851 AB 883 B 849 A 858 A 834 A
866 AB 870 B 845 AB 812 A 761 A 841 A 834 A 857 A
841 AB 869 AB 838 AB 877 B 819 AB 862 AB 833 AB 822 A
842 AB 834 A 872 B 854 A 803 A 824 A 850 A
Retired
Online buying behaviour Children q7cx1_2 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_2 - What would have made you take some action - If the specific action to take was more clearly communicated
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
733 A 744 A 788 B 713 A 736 AB 724 AB 810 A 760 A 715
771 AB 773 B 733 A 701 A 713 AB 748 A 737 A 732 A
726 A 727 A 727 A 745 A 770 A 755 A 778 A 755 A
756 A 724 A 742 A 727 A 731 A 729 A 751 A
Retired
Online buying behaviour Children q7cx1_3 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_3 - What would have made you take some action - If the product was expensivevaluable
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 41
Consumersrsquo agreement with the statement that they would have taken action if they
knew someone who owned the product is associated most closely with their online
buying behaviour gender and occupation
Consumersrsquo agreement with the statement that they would have taken action if they
owned the product themselves is associated most closely with their financial status
their online buying behaviour and occupation
916 936 929 A 923 A 917 A 935 A 905 A 918 A 934 A
932 AB 923 AB 931 AB 910 A 955 B 918 A 931 A 927 A
928 AB 898 A 941 B 943 B 904 AB 882 AB 954 B 910 AB
951 911 A 917 A 915 A 894 A 920 A 938 A
Retired
Online buying behaviour Children q7cx1_4 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_4 - What would have made you take some action - If I knew someone who owned the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
976 A 983 A 983 A 979 A 974 A 980 A 981 A 983 A 977 A
989 BC 976 A 982 AB 973 A 995 C 980 A 979 A 979 A
975 AB 986 B 985 B 960 A 971 AB 981 AB 990 B 981 AB
986 B 973 A 981 AB 981 A 968 A 980 A 980 A
Retired
Online buying behaviour Children q7cx1_5 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10507)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_5 - What would have made you take some action - If I owned the product myself
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 42
Consumersrsquo agreement with the statement that it was clear which specific product was
recalled is associated most closely with their online buying behaviour
Consumersrsquo agreement with the statement that it was clear where the product has
been sold is associated most closely with their financial status and occupation
85 A 85 A 85 A 85 A 85 A 84 A 83 A 85 A 85 A
83 A 84 A 85 A 85 A 83 A 84 A 85 A 85 A
84 A 85 A 85 A 85 A 85 A 84 A 84 A 85 A
86 A 85 A 83 84 A 84 A 85 A 86 A
Retired
Online buying behaviour Childrenq7d_1 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_1 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear which specific product was recalled
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
74 A 75 A 76 A 75 A 74 A 73 A 73 A 76 A 74 A
73 A 73 A 75 AB 77 B 72 AB 75 A 75 A 74 A
74 A 73 A 75 AB 77 B 73 AB 72 A 74 AB 76 AB
74 A 75 A 75 A 74 A 74 A 75 A 75 A
Retired
Online buying behaviour Childrenq7d_2 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_2 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear where the product had been sold
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 43
Consumersrsquo agreement with the statement that it was clear what specific danger was
posed by the product is associated most closely with their age occupation and online
buying behaviour
Consumersrsquo agreement with the statement that it was clear who to contact for more
information is associated most closely with their online buying behaviour financial
status and with how many young children they have
79 A 80 A 79 AB 78 A 79 A 83 B 78 A 80 A 79 A
77 A 78 A 80 A 80 A 78 A 79 A 79 A 80 A
80 BC 77 A 80 BC 81 BC 78 ABC 80 ABC 83 C 78 AB
79 AB 80 B 78 A 78 A 79 A 80 A 80 A
Retired
Online buying behaviour Childrenq7d_3 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_3 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what specific danger was posed by the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
71 A 70 A 70 A 71 A 70 A 72 A 70 A 71 A 71 A
70 AB 69 A 71 AB 73 B 70 AB 71 A 71 A 71 A
71 AB 70 AB 70 A 73 B 68 AB 72 AB 72 AB 71 AB
72 B 71 AB 69 A 69 A 71 AB 73 B 72 B
Retired
Online buying behaviour Childrenq7d_4 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_4 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear who to contact for more information
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 44
Consumersrsquo agreement with the statement that it was clear what procedure to follow
to return replace or dispose of the product is associated most closely with their online
buying behaviour financial status and education level
Consumersrsquo agreement with the statement that it was clear what procedure to follow
to receive a reimbursement or compensation is associated most closely with their age
online buying behaviour and with how many young children they have
71 A 71 A 69 A 72 B 71 AB 72 AB 71 AB 73 B 70 A
68 A 70 A 71 A 74 B 70 AB 72 A 71 A 71 A
70 A 71 A 71 A 72 A 68 A 74 A 70 A 72 A
73 71 A 69 A 69 A 72 AB 71 AB 72 B
Retired
Online buying behaviour Childrenq7d_5 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_5 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what procedure to follow to return replace or dispose of the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
63 A 64 A 61 A 64 BC 62 AB 67 C 64 AB 65 B 62 A
62 AB 63 AB 64 AB 65 B 56 A 64 AB 64 B 62 A
62 A 62 A 63 A 67 B 63 AB 65 AB 69 B 64 AB
65 A 64 A 61 61 66 A 64 A 65 A
Retired
Online buying behaviour Childrenq7d_6 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_6 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what procedure to follow to receive a reimbursement or compensation
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 45
Consumersrsquo agreement with the statement that the communication was easy to access
and visible is associated most closely with their financial status gender and with how
many young children they have
Consumersrsquo agreement with the statement that minimum effort required on their part
is an important factor in their decision to register when buying a product is associated
most closely with their education level occupation and financial status
73 75 73 A 74 A 76 A 74 A 75 A 75 A 73 A
73 AB 72 A 75 B 77 66 A 74 A 75 A 74 A
74 A 73 A 75 A 75 A 74 A 72 A 73 A 73 A
75 A 74 A 73 A 73 A 75 AB 74 AB 75 B
Retired
Online buying behaviour Childrenq7d_7 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_7 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - The communication was easy to access and visible
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
75 A 77 A 78 B 76 AB 74 AB 73 A 81 75 A 75 A
79 BC 75 ABC 75 AB 78 C 68 A 76 A 75 A 76 A
73 B 75 BC 77 BC 76 BC 65 A 76 BC 71 ABC 78 C
77 A 75 A 74 A 75 A 75 A 74 A 77 A
Retired
Online buying behaviour Children q10_1 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q10_1 - How important are the following factors in your decision to register your contact details when buying a product - There is minimum
effort required on my part
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 46
Consumersrsquo agreement with the statement that receiving an incentive such as a
voucher discount or gift is an important factor in their decision to register when
buying a product is associated most closely with their financial status education level
and age
55 A 57 A 61 56 A 53 A 51 A 63 54 A 57 A
65 B 59 B 55 A 53 A 47 A 56 A 57 A 56 A
54 A 56 A 53 A 61 B 56 AB 58 AB 59 AB 58 AB
55 A 57 A 57 A 56 A 60 A 55 A 56 A
2018
q10_2 - How important are the following factors in your decision to register your contact details when buying a product - I receive an
incentive such as a voucher discount or gift
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_2 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 11
22 Awareness by product category
q4 - Which of the following products do you believe can be subject to product recalls
Cars or other
motor vehicles
Home electrical
appliances such
as washing
machines water
boilers and
cookers
Electronic products
such as computers
mobile phones and
accessories such as
chargers
Products for
children such
as toys or
childcare
products
Cosmetics Any type of
product
EU28 864 857 877 913 735 640
EU27_2019 853 843 873 908 738 635
North 875 881 899 919 715 636
South 869 849 896 906 713 556
East 734 766 767 857 744 664
West 910 893 908 936 744 675
BE 906 838 859 916 722 740
BG 698 803 764 866 787 690
CZ 735 785 790 964 823 654
DK 919 792 854 935 749 557
DE 913 930 928 952 784 710
EE 904 939 948 834 619 759
IE 931 932 920 907 687 681
EL 880 889 869 938 865 815
ES 944 918 935 890 684 489
FR 864 794 887 913 737 601
HR 799 795 894 847 699 565
IT 817 793 878 927 709 532
CY 738 880 861 927 785 761
LV 748 806 823 822 641 636
LT 682 841 838 778 535 491
LU 845 861 874 872 655 685
HU 849 857 836 936 765 716
MT 836 827 805 890 768 760
NL 933 897 923 950 709 704
AT 923 887 896 939 785 748
PL 635 655 652 817 746 655
PT 847 825 867 814 701 701
RO 846 881 878 793 610 620
SI 951 938 927 954 885 917
SK 720 796 845 980 933 759
FI 902 975 982 966 814 749
SE 913 897 904 955 719 644
UK 944 953 906 942 712 674
IS 950 888 927 965 787 852
NO 935 857 874 933 682 650
q4 - base all respondents N=25541The figure is significantly different (plt005) compared to the EU28 result
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 12
23 Assigning responsibility
It is the
responsibility of
the
manufacturer
to recall the
product as soon
as they know
about the risks
it poses
It is the
responsibility of
the seller to
inform
consumers who
purchased the
product about
the risks it
poses
Consumers
who learn
about a recall
notice about a
product they
have purchased
should take
action
immediately
It is important
for consumers
to pay attention
to product
recalls
EU28 980 883 923 939
EU27_2019 980 879 919 938
North 983 908 889 936
South 980 902 944 947
East 986 869 932 950
West 978 875 912 930
BE 989 929 859 962
BG 978 858 924 949
CZ 991 942 931 950
DK 991 908 897 927
DE 987 858 924 928
EE 984 900 922 961
IE 990 933 964 951
EL 993 944 984 991
ES 987 972 985 957
FR 952 848 904 915
HR 930 871 893 910
IT 970 830 900 925
CY 995 943 989 994
LV 977 912 909 965
LT 983 907 919 976
LU 985 959 943 969
HU 997 858 943 959
MT 989 955 987 981
NL 982 891 757 930
AT 997 851 928 942
PL 986 806 948 937
PT 992 968 981 983
RO 993 931 969 977
SI 996 933 813 962
SK 979 965 757 955
FI 967 947 904 939
SE 988 888 859 918
UK 986 909 947 939
IS 998 959 946 982
NO 987 874 907 925
q8b - base all respondents N=25541
The figure is significantly different (plt005) compared to the EU28 result
q8b - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about product recalls
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 13
3 Product registration
31 General awareness
Yes I did No I didnrsquot
know
EU28 397 603
EU27_2019 385 615
North 304 696
South 369 631
East 334 666
West 445 555
BE 362 638
BG 279 721
CZ 350 650
DK 241 759
DE 405 595
EE 261 739
IE 444 556
EL 281 719
ES 277 723
FR 503 497
HR 454 546
IT 455 545
CY 236 764
LV 252 748
LT 292 708
LU 392 608
HU 418 582
MT 274 726
NL 379 621
AT 392 608
PL 289 711
PT 378 622
RO 348 652
SI 398 602
SK 375 625
FI 353 647
SE 333 667
UK 481 519
IS 229 771
NO 336 664
The figure is significantly different (plt005) compared to the EU28 result
q9a - base all respondents N=25541
q9a - Did you know that by registering a product you can be contacted directly in case there is a problem with that product
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 14
32 Consumer behaviour
Yes Sometimes No
EU28 401 286 313
EU27_2019 377 291 332
North 394 263 343
South 358 281 361
East 453 226 320
West 404 308 288
BE 420 264 315
BG 449 99 452
CZ 437 266 296
DK 442 207 352
DE 307 373 319
EE 327 337 335
IE 532 251 217
EL 492 307 201
ES 355 293 351
FR 377 298 325
HR 425 191 383
IT 339 278 383
CY 275 215 510
LV 346 191 464
LT 448 211 341
LU 198 282 520
HU 483 120 397
MT 476 135 389
NL 420 289 291
AT 341 305 354
PL 340 347 312
PT 406 248 346
RO 652 111 238
SI 397 152 451
SK 425 288 287
FI 316 417 267
SE 420 211 369
UK 536 258 205
IS 366 136 499
NO 471 206 323
The figure is significantly different (plt005) compared to the EU28 result
q9b - base consumers who know they can be contacted in case there is a problem
with a product after you registered the product N=9128
q9b - And do you usually register the product so you can be contacted in case of problems with that product
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 15
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 16
33 Drivers of consumer behaviour
Note for the following countries the base size is smaller than 100 LU CY EE LV LT MT and IS For these countries no robust comparisons can be made regarding q10
q10 - How important are the following factors in your decision to register your contact
details when buying a product
There is
minimum effort
required on my
part
I receive an
incentive such
as a voucher
discount or
gift
Registration will
allow the seller or
manufacturer to
inform me about
potential issues with
the product
I know my data
such as email
address will not
be used for
marketing
purposes
I trust the
brand or seller
The product is
expensive
EU28 76 56 86 85 81 69
EU27_2019 75 57 85 86 81 68
North 75 47 84 80 79 70
South 75 65 88 87 83 70
East 74 60 86 83 81 70
West 77 52 84 85 80 68
BE 68 55 84 79 78 66
BG 78 63 84 75 76 77
CZ 66 51 83 75 78 72
DK 72 38 83 79 80 64
DE 77 38 82 91 82 55
EE 73 59 87 84 77 78
IE 79 56 87 83 79 75
EL 78 61 89 83 74 75
ES 81 59 90 91 85 67
FR 76 71 86 86 81 76
HR 79 77 86 83 84 80
IT 70 67 87 85 83 71
CY 83 60 91 87 79 89
LV 72 69 82 74 76 77
LT 75 67 86 74 70 84
LU 75 66 79 80 76 63
HU 77 58 91 82 83 75
MT 82 58 88 88 88 63
NL 70 52 81 82 77 66
AT 77 47 82 88 83 53
PL 68 57 81 85 79 71
PT 77 68 90 87 83 74
RO 82 66 94 87 86 63
SI 77 65 89 71 82 75
SK 68 56 86 78 80 71
FI 79 44 85 85 83 68
SE 73 44 82 77 78 68
UK 79 50 86 79 78 76
IS 76 34 87 81 79 77
NO 68 43 81 79 73 68
q10 - base respondents who have registered a product so that they can be contacted in case there is a problem
with the product N=6175
The figure is significantly different (plt005) compared to the EU28 result
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 17
4 Exposure to product recalls
41 Overall exposure and exposure for products owned
Yes No Yes No
EU28 565 435 124 876
EU27_2019 543 457 119 881
North 606 394 84 916
South 456 544 130 870
East 463 537 54 946
West 657 343 152 848
BE 618 382 115 885
BG 222 778 29 971
CZ 613 387 45 955
DK 675 325 124 876
DE 676 324 166 834
EE 560 440 54 946
IE 707 293 167 833
EL 465 535 69 931
ES 313 687 91 909
FR 555 445 143 857
HR 505 495 157 843
IT 573 427 186 814
CY 261 739 15 985
LV 398 602 38 962
LT 380 620 32 968
LU 371 629 111 889
HU 486 514 60 940
MT 334 666 40 960
NL 692 308 103 897
AT 718 282 178 822
PL 434 566 56 944
PT 409 591 51 949
RO 447 553 45 955
SI 746 254 47 953
SK 572 428 35 965
FI 802 198 112 888
SE 569 431 74 926
UK 721 279 156 844
IS 648 352 79 921
NO 607 393 83 917
q6 amp q11 - base all respondents N=25541
The figure is significantly different (plt005) compared to the EU28 result
q6 - Apart from [two real-life examples of recalls] in the past 2 years have you seen or heard any other information notices ads or announcements concerning the recall of a specific product
q11 - In the last two years have you seen or received any notice or request to return a product you had purchased yourself
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 18
42 Exposure by product category
q7a - In the last 2 years for which of the following product categories did you see or
hear information about product recalls
Cars or other
motor vehicles
Home electrical
appliances such
as washing
machines water
boilers and
cookers
Electronic products
such as computers
mobile phones and
accessories such as
chargers
Products for
children Cosmetics Other
EU28 788 334 553 605 225 309
EU27_2019 777 274 547 616 247 313
North 732 272 589 692 148 259
South 788 226 558 570 276 204
East 667 212 506 669 283 339
West 827 412 560 591 198 342
BE 870 191 641 611 147 352
BG 624 144 362 530 229 120
CZ 610 173 445 894 241 257
DK 808 190 649 796 165 233
DE 878 266 492 551 211 359
EE 769 119 308 481 65 125
IE 845 427 650 570 164 416
EL 790 228 645 588 326 199
ES 889 130 445 656 350 53
FR 706 452 613 682 319 366
HR 730 374 611 717 424 229
IT 739 271 611 552 254 268
CY 474 198 197 494 138 118
LV 748 205 361 474 123 159
LT 644 418 644 561 172 216
LU 702 228 520 485 125 415
HU 739 246 450 639 163 239
MT 623 125 312 456 123 317
NL 788 256 595 751 173 410
AT 906 291 505 508 163 308
PL 583 161 503 643 322 443
PT 875 185 429 410 160 195
RO 891 332 657 546 235 289
SI 682 153 369 591 101 706
SK 459 130 380 805 506 263
FI 656 356 678 791 186 333
SE 750 263 535 626 118 259
UK 847 652 583 542 108 284
IS 869 96 526 799 117 202
NO 779 263 479 461 100 264
q7a - base respondents who have seen or heard about product recalls N=14093The figure is significantly different (plt005) compared to the EU28 result
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 19
Note Due to the low overall sample available is it not possible to draw statistically robust comparisons for specific countries Therefore no country results are displayed for questions q12a and q12b
43 Online versus offline purchases
q12a - Which product category did the recalled product belong to [this question refers
to general notices about product recalls]
Cars or other
motor
vehicles
Home electrical
appliances such
as washing
machines
water boilers
and cookers
Electronic
products such
as computers
tablets and
mobile phones
Electronic
product
accessories
such as
chargers and
adapters
Products for
childrenCosmetics Other
EU28 465 113 151 81 44 43 104
EU27_2019 436 100 167 84 50 49 114
North 352 116 165 115 93 11 148
South 404 97 161 133 40 56 109
East 238 118 227 89 108 69 151
West 530 119 135 54 34 35 93
q12a - base respondents who have seen or received notices about recalled products that they have
purchased N=2393
The figure is significantly different (plt005) compared to the EU28 result
q12b - Did you purchase the product
online or offline
Online Offline Donrsquot know
EU28 186 801 13
EU27_2019 191 798 12
North 154 782 64
South 144 850 06
East 260 726 15
West 197 791 12
q12b - base respondents who have seen or received notices about
recalled products that they have purchased N=2393
The figure is significantly different (plt005) compared to the EU28 result
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 20
44 Exposure by communication channel
q7b - How did you seehear about product recalls
Traditional
press or
media (eg
newspapers
television
radio etc)
Online media
A consumer
association or
a dedicated
information
service
platform
A physical
store
The sellerrsquos
or
manufacturer
rsquos website
A friend or
acquaintanceDonrsquot know
EU28 798 536 191 238 184 293 08
EU27_2019 796 537 194 221 183 305 07
North 797 507 111 139 146 183 11
South 772 540 210 171 172 377 06
East 754 608 151 128 218 303 07
West 819 519 202 301 183 270 08
BE 866 481 184 176 143 214 11
BG 673 391 32 55 112 189 18
CZ 848 612 210 116 245 303 02
DK 846 645 222 106 134 247 12
DE 868 507 162 307 136 254 06
EE 663 481 42 145 89 124 00
IE 808 580 195 320 208 270 16
EL 680 691 179 103 133 305 14
ES 883 520 171 140 111 345 04
FR 731 508 295 294 265 410 03
HR 602 384 274 199 320 513 00
IT 731 543 239 208 217 427 05
CY 567 344 22 35 144 199 00
LV 600 662 56 73 116 155 09
LT 659 702 154 170 227 348 29
LU 754 433 86 182 121 243 04
HU 729 547 125 86 108 198 03
MT 516 678 19 43 34 193 17
NL 832 569 216 207 185 168 16
AT 889 486 245 401 122 191 00
PL 668 689 143 124 246 272 11
PT 863 409 145 56 50 166 08
RO 898 628 167 178 228 452 08
SI 756 469 87 126 100 131 02
SK 791 549 70 83 193 201 00
FI 888 441 92 113 169 165 04
SE 760 408 58 184 130 132 13
UK 806 536 175 326 190 225 13
IS 850 680 157 128 155 202 00
NO 672 558 93 75 102 104 16
q7b - base respondents who have seen or heard about product recalls N=13835
The figure is significantly different (plt005) compared to the EU28 result
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 21
45 Preferred communication channels
q18 - How would you prefer to receive information about recalls of products you have
purchased
Traditional
press or media Online media
A consumer
association or a
dedicated
information
service platform
Visual
communication
The sellerrsquos or
manufacturerrsquos
website
Directly
Via a
notification
through a
mobile
application
EU28 825 624 545 635 559 840 554
EU27_2019 827 628 557 632 567 828 544
North 811 602 456 558 520 890 503
South 832 647 603 620 570 845 580
East 796 675 549 660 634 847 662
West 834 595 523 641 530 829 504
BE 866 625 544 629 592 878 576
BG 741 631 496 627 559 785 542
CZ 817 650 441 578 540 803 541
DK 832 661 498 492 404 881 437
DE 862 610 526 663 507 789 366
EE 800 636 370 551 480 866 468
IE 829 627 550 705 550 921 676
EL 749 725 676 603 605 855 716
ES 877 656 675 733 635 869 650
FR 793 545 556 606 558 769 544
HR 750 659 544 572 558 813 594
IT 817 632 520 535 514 819 491
CY 811 596 535 437 501 764 504
LV 690 654 497 667 585 840 587
LT 679 698 547 611 611 844 562
LU 861 618 467 675 583 747 446
HU 790 657 554 669 580 775 573
MT 732 687 595 498 487 957 700
NL 884 666 549 578 585 836 572
AT 905 616 636 703 525 837 412
PL 826 708 577 705 709 862 734
PT 817 623 708 651 580 888 662
RO 774 683 623 698 663 942 772
SI 684 524 337 405 275 659 227
SK 780 627 440 564 583 802 537
FI 903 624 478 562 554 905 577
SE 811 513 395 558 532 915 470
UK 808 597 458 652 505 928 619
IS 891 799 627 608 595 914 594
NO 703 536 416 475 387 933 499
q18 - base all respondents N=25541The figure is significantly different (plt005) compared to the EU28 result
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 22
5 Consumer responses to product recalls
51 Responses to general product recall information
Note the last column of this table is based on a derived proportion of those respondents who owned the product but 1) did not follow the instrution of the notice and 2) did not say that they took no action in response to it
52 Responses to product recalls for products owned
Note Due to the low overall sample available is it not possible to draw statistically robust comparisons for specific countries Therefore no country results are displayed for question q12c
You checked
to see if it
concerned a
product you
owned
You took no
action
because you
did not own
the product
Told other
people about
it
Owned the product
and followed the
instructions of the
recall notice
Took no
action even
though you
owned the
product
Took some action but
did not follow the
instructions of the
recall notice1
EU28 774 790 616 649 143 208
EU27_2019 765 802 625 634 161 205
North 659 801 447 467 198 335
South 827 802 731 748 130 123
East 684 783 665 424 157 419
West 790 786 577 694 139 168
The figure is significantly different (plt005) compared to the EU28 result
q7c1 - base respondents who have seen or heard about product recalls N=14093
q7c1 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the communication about the product recall
q12c - Thinking about this product recall what actions did you take in response
You contacted
the
manufacturer
seller for more
information
You contacted
the
manufacturer
seller for
reimbursement
You returned
the product
You threw
the product
away
You
continued
using the
product with
extra caution
You told
others about
the product
recall
You took no
action
EU28 557 413 463 73 312 490 39
EU27_2019 547 434 448 81 280 483 41
North 394 394 471 50 141 273 118
South 561 360 404 118 277 530 25
East 490 446 476 118 276 427 72
West 574 433 488 48 342 493 37
q12c - base respondents who have seen or received notices about recalled products that they have
purchased N=2393
The figure is significantly different (plt005) compared to the EU28 result
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 23
53 Drivers of consumer actions ndash hypothetical scenario
If the
potential
danger was
clearly
communicated
and it seemed
serious
If the specific
action to take
was clearly
communicate
d
If the product
was
expensiveva
luable
If there was
a financial
incentive
If I had
already
experienced
the issue that
was identified
in the
product recall
Other
EU28 955 935 799 648 919 440
EU27_2019 952 931 791 650 915 434
North 967 922 865 725 946 426
South 950 944 744 635 906 346
East 950 923 782 658 914 540
West 959 936 827 643 924 452
BE 940 921 837 664 888 540
BG 879 819 732 653 797 556
CZ 954 926 867 814 876 599
DK 970 888 852 726 940 358
DE 974 959 858 654 969 416
EE 974 933 897 760 962 754
IE 959 933 884 666 933 529
EL 962 934 818 660 938 483
ES 974 962 704 600 955 182
FR 917 874 743 638 833 402
HR 870 811 752 645 707 290
IT 924 926 734 635 851 365
CY 967 948 835 730 939 597
LV 924 914 899 859 934 641
LT 936 927 888 737 924 352
LU 950 923 884 712 959 552
HU 961 924 871 697 957 624
MT 949 928 849 769 906 481
NL 974 952 847 615 952 664
AT 971 957 865 663 973 382
PL 961 924 867 679 963 562
PT 984 972 893 747 973 804
RO 955 969 519 471 886 471
SI 987 982 945 887 987 545
SK 976 953 830 737 950 541
FI 975 946 875 653 967 541
SE 977 926 849 730 943 338
UK 979 962 853 634 948 485
IS 972 939 797 626 940 344
NO 961 931 877 780 948 429
q8a1 - base all respondents N=25541
The figure is significantly different (plt005) compared to the EU28 result
q8a1 - If you heard [about two real-life examples of product recalls] and you owned one of [the recalled products] what would have made you take any actions
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 24
If the potential
danger was
clearly
communicated
and it seemed
serious
If the specific
action to take
was clearly
communicated
If the product
was
expensiveva
luable
If there was
a financial
incentive
If the person I
knew had already
experienced the
issue that was
identified in the
product recall
Other
EU28 948 920 751 618 903 427
EU27_2019 943 916 745 622 898 422
North 948 887 780 636 887 405
South 947 927 708 609 898 327
East 946 921 760 638 914 552
West 949 920 767 613 902 433
BE 917 887 762 602 887 527
BG 869 820 737 637 805 555
CZ 953 917 836 794 919 600
DK 938 857 734 606 871 342
DE 958 937 802 636 945 395
EE 958 946 874 635 934 753
IE 962 939 802 609 929 516
EL 950 917 777 636 906 486
ES 980 946 656 570 959 144
FR 914 880 687 625 814 392
HR 866 843 712 644 722 294
IT 917 911 709 610 851 357
CY 854 808 692 577 808 491
LV 915 883 855 819 895 637
LT 934 889 826 712 870 349
LU 880 855 823 656 941 514
HU 954 916 819 679 912 634
MT 887 858 783 682 849 441
NL 945 898 758 553 876 637
AT 950 941 808 630 938 359
PL 956 925 847 661 960 576
PT 979 954 864 744 909 784
RO 956 962 506 454 889 498
SI 978 974 942 894 977 543
SK 968 940 806 663 938 530
FI 961 927 812 531 902 509
SE 955 874 748 655 886 308
UK 977 945 793 588 936 457
IS 964 900 726 518 912 335
NO 950 910 824 720 916 411
q8a2 - base all respondents N=25541
The figure is significantly different (plt005) compared to the EU28 result
q8a2 - If you heard [about two real-life examples of product recalls] and you knew someone who owned one of [the recalled products] what would have made you take any actions
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 25
54 Drivers of consumer actions ndash real scenario
q7cx1 - What would have made you take some action
If the potential
danger was
more clearly
communicated
and seemed
serious
If the specific
action to take
was more
clearly
communicated
If the product
was expensive
valuable
If I knew
someone who
owned the
product
If I owned the
product myself
EU28 900 843 739 926 979
EU27_2019 895 843 735 918 978
North 901 780 770 913 968
South 933 881 731 907 990
East 945 903 778 947 971
West 875 820 727 928 979
BE 921 837 753 916 975
BG 958 874 808 875 879
CZ 975 947 880 947 971
DK 934 873 759 944 978
DE 826 785 714 952 989
EE 961 887 885 955 992
IE 924 844 779 944 987
EL 984 950 860 944 990
ES 951 867 675 984 1000
FR 882 860 701 844 946
HR 892 837 847 820 890
IT 911 864 715 861 987
CY 973 963 891 950 988
LV 921 894 888 913 963
LT 918 868 852 856 969
LU 830 856 839 934 975
HU 932 924 791 951 984
MT 944 884 822 895 972
NL 888 778 746 924 979
AT 846 779 701 933 988
PL 963 911 849 972 983
PT 989 975 890 986 986
RO 896 850 500 926 972
SI 994 981 968 992 1000
SK 964 917 820 974 981
FI 877 701 764 884 964
SE 885 735 732 921 963
UK 929 847 760 969 989
IS 974 913 767 940 990
NO 865 813 857 941 978
The figure is significantly different (plt005) compared to the EU28 resultq7cx1 - base respondents who have seen or heard about product recalls but took no
action N=11741
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 26
6 The impact of product recalls
61 Responses from manufacturerssellers
Note Due to the low overall sample available is it not possible to draw statistically robust comparisons for specific countries Therefore no country results are displayed for questions q13 and q15
62 Consumer satisfaction with the recall experience
q13 - How did the manufacturerseller respond to your contact about
the recall
They offered
to repair the
product
They offered
to replace
the product
They asked
me to throw
the product
away
They asked
me to return
the product
They offered
to reimburse
me
They offered
no
compensation
EU28 689 585 46 513 343 247
EU27_2019 655 616 53 503 380 223
North 607 587 79 544 361 294
South 618 609 71 413 283 262
East 594 746 122 720 398 296
West 734 556 25 531 362 232
q13 - base respondents who have seen or received notices about recalled products that they have
purchased and made contact right away N=1248
The figure is significantly different (plt005) compared to the EU28 result
q15 - How satisfied or dissatisfied are you with
the following aspects of the product recall
process
The time it
required
The ease of
the process
The
compensatio
nreimburse
ment if any
The assistance
received from the
manufacturer
seller in resolving
any issues if any
EU28 71 76 70 78
EU27_2019 72 77 74 79
North 68 74 69 77
South 75 78 73 80
East 69 73 75 76
West 69 76 69 78
The figure is significantly different (plt005) compared to the EU28 result
q15 - base respondents who have seen or received notices about recalled
products that they have purchased N=2393
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 27
63 Satisfaction with product recall information
It was clear
which specific
product was
recalled
It was clear
where the
product had
been sold
It was clear
what specific
danger was
posed by the
product
It was clear
who to contact
for more
information
It was clear what
procedure to
follow to return
replace or
dispose of the
product
It was clear what
procedure to follow
to receive a
reimbursement or
compensation
The
communication
was easy to
access and
visible
EU28 85 75 79 71 71 63 74
EU27_2019 84 76 79 70 71 63 74
North 86 73 81 69 68 60 72
South 85 75 80 71 69 62 74
East 86 78 82 69 73 65 72
West 85 74 78 72 72 64 75
BE 85 76 75 68 68 58 73
BG 83 75 80 64 60 55 78
CZ 84 78 85 72 76 66 75
DK 85 72 79 67 68 57 67
DE 84 73 77 69 70 62 76
EE 90 75 82 68 62 51 78
IE 87 76 80 75 77 69 75
EL 85 68 77 62 65 51 71
ES 82 76 80 66 62 54 69
FR 82 78 77 75 74 70 74
HR 81 79 79 74 75 74 76
IT 86 77 81 74 73 67 77
CY 84 79 73 62 58 54 72
LV 85 71 80 58 58 48 72
LT 81 73 77 62 60 50 73
LU 74 70 69 65 65 62 75
HU 90 82 86 76 76 72 79
MT 85 71 78 64 64 58 70
NL 86 79 79 72 72 65 75
AT 80 70 76 67 65 57 75
PL 83 75 78 62 70 59 62
PT 85 64 77 67 65 55 75
RO 90 80 84 75 74 68 80
SI 92 84 83 81 80 72 83
SK 93 79 88 70 74 65 79
FI 88 77 85 77 80 73 74
SE 87 70 80 67 63 56 72
UK 87 71 81 73 74 64 74
IS 91 76 83 72 65 60 69
NO 87 69 81 69 68 63 73
q7d - base respondents who have seen or heard about product recalls N=14093The figure is significantly different (plt005) compared to the EU28 result
q7d - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you remember seing or hearing in the past 2 years
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 28
64 Satisfaction with product recall information
Note Due to the low overall sample available is it not possible to draw statistically robust comparisons for specific countries Therefore no country results are displayed for question q16
q16 - Thinking about this product recall experience
which of the following statements apply to you
It increased
my confidence
in the
brandsellersh
op
I became more
distrustful of
the
brandsellersh
op
I started
paying more
attention to
information
about
product
recalls
EU28 544 301 635
EU27_2019 544 295 665
North 644 211 533
South 491 331 777
East 588 353 721
West 556 285 565
The figure is significantly different (plt005) compared to the EU28 result
q16 - base respondents who have seen or received notices about recalled
products that they have purchased N=2393
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 29
7 Vulnerable consumers
71 Awareness of rights and responsibilities
Consumersrsquo awareness of manufacturers being legally required to recall dangerous
products is associated most closely with their financial situation followed by
occupation and education
Consumersrsquo agreement with the statement that it is the responsibility of the
manufacturer to recall the product as soon as they know about the risks it poses is
associated most closely with their education level their age and with how many young
children they have
759 A 754 A 734 A 762 A 765 A 766 A 715 766 A 756 A
758 A 757 A 753 A 777 A 668 767 B 761 AB 740 A
781 BC 789 C 787 C 722 A 728 AB 702 A 707 A 740 AB
780 751 A 742 A 742 A 770 A 757 A 765 A
Retired
Online buying behaviour Children
q5_1 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q5_1 - Do you know if manufacturers are legally required to recall products that are dangerous to consumers - Yes I think they are
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
979 A 982 A 983 AB 984 B 972 A 978 AB 985 A 987 A 972
980 A 980 A 982 A 980 A 963 A 979 A 978 A 985 A
985 A 980 A 985 A 975 A 975 A 968 A 966 A 981 A
983 A 979 A 981 A 976 A 973 AB 983 AB 984 B
Retired
Online buying behaviour Children
q8b_1 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_1 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - It is the responsibility of the manufacturer to recall the product as soon as they know about the risks it poses
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 30
Consumersrsquo agreement with the statement that it is the responsibility of the seller to
inform consumers who purchased the product about the risk it poses is associated
most closely with their online buying behaviour their education level and their
occupation
Consumersrsquo agreement with the statement that consumers who learn about a recall
notice about a product they have purchased should act immediately is associated most
closely with their education level gender and financial status
884 A 883 A 891 A 885 A 882 A 866 A 909 A 898 A 867
870 AB 896 B 890 B 852 A 871 AB 881 A 884 A 885 A
876 ABC 894 BC 866 A 890 BC 845 AB 913 C 893 ABC 904 C
877 A 871 A 913 881 A 866 A 878 A 890 A
Retired
Online buying behaviour Children
q8b_2 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_2 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - It is the responsibility of the seller to inform consumers who purchased the product about the risks it poses
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
914 933 918 A 917 A 930 A 939 A 946 A 936 A 909
949 C 932 BC 926 B 895 A 918 ABC 919 A 929 A 920 A
923 A 917 A 920 A 926 A 927 A 919 A 946 A 926 A
926 A 918 A 929 A 908 A 914 AB 925 AB 937 B
Retired
Online buying behaviour Children
q8b_3 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_3 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - Consumers who learn about a recall notice about a product they have purchased should take action immediately
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 31
Consumersrsquo agreement with the statement that it is important for them to pay
attention to product recalls is associated most closely with their gender how many
young children they have and their age
72 Product registration
Consumersrsquo awareness that by registering a product they can be contacted directly in
case there is a problem with this product is associated most closely with their gender
their online buying behaviour and their education level
931 948 928 A 940 AB 939 A 958 B 943 AB 948 B 931 A
931 AB 938 AB 947 B 929 A 890 AB 941 A 941 A 936 A
932 A 943 A 946 A 942 A 932 A 938 A 927 A 931 A
939 A 935 A 948 A 926 A 934 A 930 A 956
Retired
Online buying behaviour Children
q8b_4 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_4 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - It is important for consumers to pay attention to product recalls
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
458 340 377 AB 418 C 413 BC 371 A 342 400 A 405 A
387 AB 389 A 390 A 434 B 413 AB 403 A 405 A 383 A
440 C 438 C 409 BC 381 AB 335 A 352 A 347 AB 385 AB
457 408 317 381 A 428 B 381 AB 410 AB
Retired
Online buying behaviour Children
q9a - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q9a - Did you know that by registering a product you can be contacted directly in case there is a problem with that product - Yes I did
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 32
Registering a product in order to be contacted in case of problems with a product is
associated most closely with consumersrsquo online buying behaviour their financial status
and their age
Consumersrsquo agreement with the statement that allowing the seller or manufacturer to
inform them about potential issues with the product is an important factor in their
decision to register a product is associated most closely with their financial status
710 A 716 A 721 AB 684 A 713 AB 774 B 746 A 705 A 714 A
815 B 709 A 701 A 709 A 768 AB 710 A 704 A 725 A
722 AB 729 AB 687 A 747 B 736 AB 697 AB 681 AB 721 AB
679 A 711 A 780 710 A 697 A 709 A 719 A
Retired
Online buying behaviour Children q9b - base EU28
respondents that know you
can be contacted in case
there is a problem with a
product after you registered
the product (N=8665)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q9b - And do you usually register the product so you can be contacted in case of problems with that product - Yes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
85 A 86 A 85 A 86 A 86 A 84 A 85 A 86 A 85 A
86 AB 84 A 86 AB 86 B 84 AB 85 A 86 A 86 A
85 A 86 A 85 A 87 A 83 A 84 A 85 A 87 A
86 A 86 A 85 A 85 A 84 A 86 A 86 A
2018
q10_3 - How important are the following factors in your decision to register your contact details when buying a product - Registration will
allow the seller or manufacturer to inform me about potential issues with the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_3 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 33
Consumersrsquo agreement with the statement that knowing that their data will not be
used for marketing purposes is an important factor in their decision to register a
product is associated most closely with their gender online buying behaviour and
education level
Consumersrsquo agreement with the statement that having trust in the brand or the seller
is an important factor in their decision to register a product is associated most closely
with their financial situation
83 87 85 AB 86 B 83 A 84 AB 81 A 86 B 84 AB
88 B 83 A 84 A 86 AB 83 AB 85 A 85 A 85 A
85 A 84 A 86 A 84 A 84 A 86 A 81 A 83 A
85 A 86 A 81 83 A 85 AB 83 A 86 B
2018
q10_4 - How important are the following factors in your decision to register your contact details when buying a product - I know my data
such as email address will not be used for marketing purposes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_4 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
80 A 81 A 81 A 82 A 80 A 79 A 82 A 81 A 80 A
81 AB 79 A 81 B 82 B 76 AB 80 A 81 A 80 A
80 A 82 A 81 A 80 A 77 A 81 A 77 A 82 A
81 A 81 A 78 A 81 A 79 A 80 A 81 A
2018
q10_5 - How important are the following factors in your decision to register your contact details when buying a product - I trust the brand or
seller
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_5 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 34
Consumersrsquo agreement with the statement that the product being expensive is an
important factor in their decision to register a product is associated most closely with
how many young children they have their financial situation and education level
73 Exposure to product recalls
Consumersrsquo exposure to product recall notices is associated most closely with their
online buying behaviour education level and occupation
69 A 70 A 71 A 68 A 69 A 69 A 70 AB 67 A 71 B
75 B 71 AB 68 A 69 A 66 AB 69 A 70 A 70 A
69 AB 70 AB 67 A 71 B 64 A 71 AB 70 AB 71 AB
69 A 70 A 69 A 69 A 71 AB 73 B 68 A
2018
q10_6 - How important are the following factors in your decision to register your contact details when buying a product - The product is
expensive
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_6 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
590 547 535 A 610 B 602 B 506 A 449 562 599
510 A 542 A 586 B 601 B 486 A 575 A 575 A 554 A
593 DE 602 DE 618 E 512 B 481 AB 520 ABC 446 A 564 CD
642 585 470 553 A 534 A 553 A 589
Retired
Online buying behaviour Children
q6 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q6 - Apart from the Ikea furniture and Samsung phone examples in the past 2 years have you seen or heard any other information notices
ads or announcements concerning the recall of a specific product - Yes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 35
Consumersrsquo exposure to product recalls for products they had purchased themselves is
associated most closely with their online buying behaviour gender and education
level
Consumersrsquo likelihood to have seen or heard information about product recalls in the
last 2 years is associated most closely with their gender age and education level
144 107 116 AB 142 C 135 BC 88 A 79 131 A 126 A
108 AB 121 ABC 122 B 147 C 84 A 133 B 128 AB 112 A
139 B 135 AB 135 B 96 A 95 AB 107 AB 92 A 129 AB
146 A 133 A 81 111 A 132 AB 123 AB 135 B
Retired
Online buying behaviour Children
q11 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q11 - In the last 2 years have you seen or received any notice or request to return a product you had purchased yourself - Yes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
846 741 727 822 A 819 A 802 A 743 800 A 796 A
730 A 776 AB 802 BC 824 C 753 ABC 819 B 778 A 792 AB
786 AB 788 AB 820 B 779 A 747 A 782 AB 788 AB 784 AB
811 B 781 A 796 AB 791 AB 750 A 778 AB 810 B
Retired
Online buying behaviour Childrenq7a_1 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7a_1 - In the last 2 years for which of the following product categories did you see or hear information about product recalls - Cars or other
motor vehicles
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 36
Consumersrsquo preference of receiving information about recalls of products they have
purchased via traditional press or media is associated most closely with their financial
status gender and age
Consumersrsquo preference of receiving information about recalls of products they have
purchased via online media is associated most closely with their age online buying
behaviour and with how many young children they have
809 842 787 839 A 838 A 842 A 786 A 839 820 A
798 A 841 B 840 B 780 A 755 A 831 A 822 A 823 A
814 ABC 808 ABC 843 D 815 BC 764 A 846 CD 772 AB 842 CD
801 831 A 842 A 828 A 816 A 816 A 828 A
Retired
Online buying behaviour Children
q18_1 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q18_1 - How would you prefer to receive information about recalls of products you have purchased - Traditional press or media
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
630 A 624 A 728 645 600 508 622 AB 640 B 615 A
597 A 635 A 632 A 615 A 602 A 623 A 635 A 620 A
629 ABC 656 C 646 C 643 BC 649 ABC 595 AB 643 ABC 587 A
686 654 532 627 A 672 B 642 AB 616 A
Retired
Online buying behaviour Children
q18_2 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q18_2 - How would you prefer to receive information about recalls of products you have purchased - Online media
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 37
Consumersrsquo preference to receive information about recalls of products they have
purchased directly is associated most closely with their online buying behaviour
gender and occupation
74 Consumer responses to product recalls
Consumersrsquo likelihood to check if a recall notice concerned a product they owned is
associated most closely with their online buying behaviour financial situation and
occupation
850 832 854 A 849 A 837 A 815 A 841 A 839 A 842 A
844 A 844 A 839 A 843 A 783 A 844 A 844 A 833 A
838 AB 871 B 846 AB 822 A 832 AB 838 AB 805 A 841 AB
877 835 A 813 A 835 A 809 A 843 A 848 A
Retired
Online buying behaviour Children
q18_6 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q18_6 - How would you prefer to receive information about recalls of products you have purchased - Directly
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
778 A 771 A 781 A 779 A 760 A 772 A 735 A 785 A 771 A
706 A 763 AB 792 C 771 BC 695 AB 780 A 772 A 771 A
768 AB 803 BC 817 C 723 A 717 A 760 ABC 774 ABC 742 A
812 765 A 735 A 760 A 782 A 798 A 776 A
2018
q7crow1_1 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You checked to see if it concerned a product you owned
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow1_1 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 38
Consumersrsquo likelihood to take no action even though they owned a recalled product is
associated most closely with their education level gender and financial status
Consumersrsquo likelihood to follow the instructions of the recall notice to send back the
product or contact the manufacturer or the seller is associated most closely with the
degree of urbanisation and their occupation
166 117 219 B 136 AB 122 AB 104 A 283 119 A 140 A
154 AB 163 B 138 B 130 B 56 A 136 A 142 A 145 A
136 ABC 131 ABC 111 AB 157 ABC 134 ABC 235 C 75 A 185 BC
136 A 141 A 152 A 132 A 113 A 140 A 154 A
2018
q7crow3_3 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You took no action even though you owned the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow3_3 - base EU28
respondents who have seen
or heard about product
recalls (N=2631)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
774 A 742 A 751 A 746 A 773 A 777 A 761 A 759 A 756 A
759 A 774 A 740 A 797 A 650 A 790 B 763 AB 719 A
796 A 835 A 770 A 735 A 651 A 743 A 651 A 703 A
770 A 760 A 730 A 721 A 797 A 742 A 780 A
2018
q7crow4_4 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You owned the product and followed the instructions of the recall notice to send back the product or
contact the manufacturerseller
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow4_4 - base EU28
respondents who have seen
or heard about product
recalls (N=2174)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 39
Consumersrsquo likelihood to tell other people about a product recall is associated most
closely with their financial status gender and age
75 Drivers of consumer actions
Consumersrsquo agreement with the statement that they would have taken action if the
potential danger was more clearly communicated and seemed serious is associated
most closely with how many young children they have and with their occupation
601 631 654 B 597 A 594 A 626 AB 636 AB 646 B 591 A
641 BC 676 C 622 B 524 A 551 AB 605 A 627 A 612 A
593 AB 639 AB 639 B 644 B 561 AB 548 A 604 AB 585 AB
619 AB 601 A 642 B 600 AB 588 AB 589 A 640 B
2018
q7crow5_5 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You told other people about it
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow5_5 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
894 A 906 A 884 A 901 A 904 A 917 A 915 A 912 A 891 A
920 A 902 A 903 A 890 A 862 A 908 A 901 A 892 A
876 A 915 AB 892 A 927 B 894 AB 924 AB 945 B 898 AB
901 A 895 A 912 A 911 AB 928 B 875 A 892 AB
Retired
Online buying behaviour Children q7cx1_1 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_1 - What would have made you take some action - If the potential danger was more clearly communicated and seemed serious
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 40
Consumersrsquo agreement with the statement that they would have taken action if the
specific action to take was more clearly communicated is associated most closely with
their financial status online buying behaviour and occupation
Consumersrsquo agreement with the statement that they would have taken action if the
product was expensive or valuable is associated most closely with their education
level age and financial status
836 A 852 A 832 AB 831 A 851 AB 883 B 849 A 858 A 834 A
866 AB 870 B 845 AB 812 A 761 A 841 A 834 A 857 A
841 AB 869 AB 838 AB 877 B 819 AB 862 AB 833 AB 822 A
842 AB 834 A 872 B 854 A 803 A 824 A 850 A
Retired
Online buying behaviour Children q7cx1_2 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_2 - What would have made you take some action - If the specific action to take was more clearly communicated
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
733 A 744 A 788 B 713 A 736 AB 724 AB 810 A 760 A 715
771 AB 773 B 733 A 701 A 713 AB 748 A 737 A 732 A
726 A 727 A 727 A 745 A 770 A 755 A 778 A 755 A
756 A 724 A 742 A 727 A 731 A 729 A 751 A
Retired
Online buying behaviour Children q7cx1_3 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_3 - What would have made you take some action - If the product was expensivevaluable
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 41
Consumersrsquo agreement with the statement that they would have taken action if they
knew someone who owned the product is associated most closely with their online
buying behaviour gender and occupation
Consumersrsquo agreement with the statement that they would have taken action if they
owned the product themselves is associated most closely with their financial status
their online buying behaviour and occupation
916 936 929 A 923 A 917 A 935 A 905 A 918 A 934 A
932 AB 923 AB 931 AB 910 A 955 B 918 A 931 A 927 A
928 AB 898 A 941 B 943 B 904 AB 882 AB 954 B 910 AB
951 911 A 917 A 915 A 894 A 920 A 938 A
Retired
Online buying behaviour Children q7cx1_4 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_4 - What would have made you take some action - If I knew someone who owned the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
976 A 983 A 983 A 979 A 974 A 980 A 981 A 983 A 977 A
989 BC 976 A 982 AB 973 A 995 C 980 A 979 A 979 A
975 AB 986 B 985 B 960 A 971 AB 981 AB 990 B 981 AB
986 B 973 A 981 AB 981 A 968 A 980 A 980 A
Retired
Online buying behaviour Children q7cx1_5 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10507)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_5 - What would have made you take some action - If I owned the product myself
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 42
Consumersrsquo agreement with the statement that it was clear which specific product was
recalled is associated most closely with their online buying behaviour
Consumersrsquo agreement with the statement that it was clear where the product has
been sold is associated most closely with their financial status and occupation
85 A 85 A 85 A 85 A 85 A 84 A 83 A 85 A 85 A
83 A 84 A 85 A 85 A 83 A 84 A 85 A 85 A
84 A 85 A 85 A 85 A 85 A 84 A 84 A 85 A
86 A 85 A 83 84 A 84 A 85 A 86 A
Retired
Online buying behaviour Childrenq7d_1 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_1 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear which specific product was recalled
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
74 A 75 A 76 A 75 A 74 A 73 A 73 A 76 A 74 A
73 A 73 A 75 AB 77 B 72 AB 75 A 75 A 74 A
74 A 73 A 75 AB 77 B 73 AB 72 A 74 AB 76 AB
74 A 75 A 75 A 74 A 74 A 75 A 75 A
Retired
Online buying behaviour Childrenq7d_2 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_2 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear where the product had been sold
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 43
Consumersrsquo agreement with the statement that it was clear what specific danger was
posed by the product is associated most closely with their age occupation and online
buying behaviour
Consumersrsquo agreement with the statement that it was clear who to contact for more
information is associated most closely with their online buying behaviour financial
status and with how many young children they have
79 A 80 A 79 AB 78 A 79 A 83 B 78 A 80 A 79 A
77 A 78 A 80 A 80 A 78 A 79 A 79 A 80 A
80 BC 77 A 80 BC 81 BC 78 ABC 80 ABC 83 C 78 AB
79 AB 80 B 78 A 78 A 79 A 80 A 80 A
Retired
Online buying behaviour Childrenq7d_3 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_3 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what specific danger was posed by the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
71 A 70 A 70 A 71 A 70 A 72 A 70 A 71 A 71 A
70 AB 69 A 71 AB 73 B 70 AB 71 A 71 A 71 A
71 AB 70 AB 70 A 73 B 68 AB 72 AB 72 AB 71 AB
72 B 71 AB 69 A 69 A 71 AB 73 B 72 B
Retired
Online buying behaviour Childrenq7d_4 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_4 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear who to contact for more information
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 44
Consumersrsquo agreement with the statement that it was clear what procedure to follow
to return replace or dispose of the product is associated most closely with their online
buying behaviour financial status and education level
Consumersrsquo agreement with the statement that it was clear what procedure to follow
to receive a reimbursement or compensation is associated most closely with their age
online buying behaviour and with how many young children they have
71 A 71 A 69 A 72 B 71 AB 72 AB 71 AB 73 B 70 A
68 A 70 A 71 A 74 B 70 AB 72 A 71 A 71 A
70 A 71 A 71 A 72 A 68 A 74 A 70 A 72 A
73 71 A 69 A 69 A 72 AB 71 AB 72 B
Retired
Online buying behaviour Childrenq7d_5 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_5 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what procedure to follow to return replace or dispose of the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
63 A 64 A 61 A 64 BC 62 AB 67 C 64 AB 65 B 62 A
62 AB 63 AB 64 AB 65 B 56 A 64 AB 64 B 62 A
62 A 62 A 63 A 67 B 63 AB 65 AB 69 B 64 AB
65 A 64 A 61 61 66 A 64 A 65 A
Retired
Online buying behaviour Childrenq7d_6 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_6 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what procedure to follow to receive a reimbursement or compensation
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 45
Consumersrsquo agreement with the statement that the communication was easy to access
and visible is associated most closely with their financial status gender and with how
many young children they have
Consumersrsquo agreement with the statement that minimum effort required on their part
is an important factor in their decision to register when buying a product is associated
most closely with their education level occupation and financial status
73 75 73 A 74 A 76 A 74 A 75 A 75 A 73 A
73 AB 72 A 75 B 77 66 A 74 A 75 A 74 A
74 A 73 A 75 A 75 A 74 A 72 A 73 A 73 A
75 A 74 A 73 A 73 A 75 AB 74 AB 75 B
Retired
Online buying behaviour Childrenq7d_7 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_7 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - The communication was easy to access and visible
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
75 A 77 A 78 B 76 AB 74 AB 73 A 81 75 A 75 A
79 BC 75 ABC 75 AB 78 C 68 A 76 A 75 A 76 A
73 B 75 BC 77 BC 76 BC 65 A 76 BC 71 ABC 78 C
77 A 75 A 74 A 75 A 75 A 74 A 77 A
Retired
Online buying behaviour Children q10_1 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q10_1 - How important are the following factors in your decision to register your contact details when buying a product - There is minimum
effort required on my part
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 46
Consumersrsquo agreement with the statement that receiving an incentive such as a
voucher discount or gift is an important factor in their decision to register when
buying a product is associated most closely with their financial status education level
and age
55 A 57 A 61 56 A 53 A 51 A 63 54 A 57 A
65 B 59 B 55 A 53 A 47 A 56 A 57 A 56 A
54 A 56 A 53 A 61 B 56 AB 58 AB 59 AB 58 AB
55 A 57 A 57 A 56 A 60 A 55 A 56 A
2018
q10_2 - How important are the following factors in your decision to register your contact details when buying a product - I receive an
incentive such as a voucher discount or gift
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_2 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 12
23 Assigning responsibility
It is the
responsibility of
the
manufacturer
to recall the
product as soon
as they know
about the risks
it poses
It is the
responsibility of
the seller to
inform
consumers who
purchased the
product about
the risks it
poses
Consumers
who learn
about a recall
notice about a
product they
have purchased
should take
action
immediately
It is important
for consumers
to pay attention
to product
recalls
EU28 980 883 923 939
EU27_2019 980 879 919 938
North 983 908 889 936
South 980 902 944 947
East 986 869 932 950
West 978 875 912 930
BE 989 929 859 962
BG 978 858 924 949
CZ 991 942 931 950
DK 991 908 897 927
DE 987 858 924 928
EE 984 900 922 961
IE 990 933 964 951
EL 993 944 984 991
ES 987 972 985 957
FR 952 848 904 915
HR 930 871 893 910
IT 970 830 900 925
CY 995 943 989 994
LV 977 912 909 965
LT 983 907 919 976
LU 985 959 943 969
HU 997 858 943 959
MT 989 955 987 981
NL 982 891 757 930
AT 997 851 928 942
PL 986 806 948 937
PT 992 968 981 983
RO 993 931 969 977
SI 996 933 813 962
SK 979 965 757 955
FI 967 947 904 939
SE 988 888 859 918
UK 986 909 947 939
IS 998 959 946 982
NO 987 874 907 925
q8b - base all respondents N=25541
The figure is significantly different (plt005) compared to the EU28 result
q8b - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about product recalls
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 13
3 Product registration
31 General awareness
Yes I did No I didnrsquot
know
EU28 397 603
EU27_2019 385 615
North 304 696
South 369 631
East 334 666
West 445 555
BE 362 638
BG 279 721
CZ 350 650
DK 241 759
DE 405 595
EE 261 739
IE 444 556
EL 281 719
ES 277 723
FR 503 497
HR 454 546
IT 455 545
CY 236 764
LV 252 748
LT 292 708
LU 392 608
HU 418 582
MT 274 726
NL 379 621
AT 392 608
PL 289 711
PT 378 622
RO 348 652
SI 398 602
SK 375 625
FI 353 647
SE 333 667
UK 481 519
IS 229 771
NO 336 664
The figure is significantly different (plt005) compared to the EU28 result
q9a - base all respondents N=25541
q9a - Did you know that by registering a product you can be contacted directly in case there is a problem with that product
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 14
32 Consumer behaviour
Yes Sometimes No
EU28 401 286 313
EU27_2019 377 291 332
North 394 263 343
South 358 281 361
East 453 226 320
West 404 308 288
BE 420 264 315
BG 449 99 452
CZ 437 266 296
DK 442 207 352
DE 307 373 319
EE 327 337 335
IE 532 251 217
EL 492 307 201
ES 355 293 351
FR 377 298 325
HR 425 191 383
IT 339 278 383
CY 275 215 510
LV 346 191 464
LT 448 211 341
LU 198 282 520
HU 483 120 397
MT 476 135 389
NL 420 289 291
AT 341 305 354
PL 340 347 312
PT 406 248 346
RO 652 111 238
SI 397 152 451
SK 425 288 287
FI 316 417 267
SE 420 211 369
UK 536 258 205
IS 366 136 499
NO 471 206 323
The figure is significantly different (plt005) compared to the EU28 result
q9b - base consumers who know they can be contacted in case there is a problem
with a product after you registered the product N=9128
q9b - And do you usually register the product so you can be contacted in case of problems with that product
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 15
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 16
33 Drivers of consumer behaviour
Note for the following countries the base size is smaller than 100 LU CY EE LV LT MT and IS For these countries no robust comparisons can be made regarding q10
q10 - How important are the following factors in your decision to register your contact
details when buying a product
There is
minimum effort
required on my
part
I receive an
incentive such
as a voucher
discount or
gift
Registration will
allow the seller or
manufacturer to
inform me about
potential issues with
the product
I know my data
such as email
address will not
be used for
marketing
purposes
I trust the
brand or seller
The product is
expensive
EU28 76 56 86 85 81 69
EU27_2019 75 57 85 86 81 68
North 75 47 84 80 79 70
South 75 65 88 87 83 70
East 74 60 86 83 81 70
West 77 52 84 85 80 68
BE 68 55 84 79 78 66
BG 78 63 84 75 76 77
CZ 66 51 83 75 78 72
DK 72 38 83 79 80 64
DE 77 38 82 91 82 55
EE 73 59 87 84 77 78
IE 79 56 87 83 79 75
EL 78 61 89 83 74 75
ES 81 59 90 91 85 67
FR 76 71 86 86 81 76
HR 79 77 86 83 84 80
IT 70 67 87 85 83 71
CY 83 60 91 87 79 89
LV 72 69 82 74 76 77
LT 75 67 86 74 70 84
LU 75 66 79 80 76 63
HU 77 58 91 82 83 75
MT 82 58 88 88 88 63
NL 70 52 81 82 77 66
AT 77 47 82 88 83 53
PL 68 57 81 85 79 71
PT 77 68 90 87 83 74
RO 82 66 94 87 86 63
SI 77 65 89 71 82 75
SK 68 56 86 78 80 71
FI 79 44 85 85 83 68
SE 73 44 82 77 78 68
UK 79 50 86 79 78 76
IS 76 34 87 81 79 77
NO 68 43 81 79 73 68
q10 - base respondents who have registered a product so that they can be contacted in case there is a problem
with the product N=6175
The figure is significantly different (plt005) compared to the EU28 result
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 17
4 Exposure to product recalls
41 Overall exposure and exposure for products owned
Yes No Yes No
EU28 565 435 124 876
EU27_2019 543 457 119 881
North 606 394 84 916
South 456 544 130 870
East 463 537 54 946
West 657 343 152 848
BE 618 382 115 885
BG 222 778 29 971
CZ 613 387 45 955
DK 675 325 124 876
DE 676 324 166 834
EE 560 440 54 946
IE 707 293 167 833
EL 465 535 69 931
ES 313 687 91 909
FR 555 445 143 857
HR 505 495 157 843
IT 573 427 186 814
CY 261 739 15 985
LV 398 602 38 962
LT 380 620 32 968
LU 371 629 111 889
HU 486 514 60 940
MT 334 666 40 960
NL 692 308 103 897
AT 718 282 178 822
PL 434 566 56 944
PT 409 591 51 949
RO 447 553 45 955
SI 746 254 47 953
SK 572 428 35 965
FI 802 198 112 888
SE 569 431 74 926
UK 721 279 156 844
IS 648 352 79 921
NO 607 393 83 917
q6 amp q11 - base all respondents N=25541
The figure is significantly different (plt005) compared to the EU28 result
q6 - Apart from [two real-life examples of recalls] in the past 2 years have you seen or heard any other information notices ads or announcements concerning the recall of a specific product
q11 - In the last two years have you seen or received any notice or request to return a product you had purchased yourself
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 18
42 Exposure by product category
q7a - In the last 2 years for which of the following product categories did you see or
hear information about product recalls
Cars or other
motor vehicles
Home electrical
appliances such
as washing
machines water
boilers and
cookers
Electronic products
such as computers
mobile phones and
accessories such as
chargers
Products for
children Cosmetics Other
EU28 788 334 553 605 225 309
EU27_2019 777 274 547 616 247 313
North 732 272 589 692 148 259
South 788 226 558 570 276 204
East 667 212 506 669 283 339
West 827 412 560 591 198 342
BE 870 191 641 611 147 352
BG 624 144 362 530 229 120
CZ 610 173 445 894 241 257
DK 808 190 649 796 165 233
DE 878 266 492 551 211 359
EE 769 119 308 481 65 125
IE 845 427 650 570 164 416
EL 790 228 645 588 326 199
ES 889 130 445 656 350 53
FR 706 452 613 682 319 366
HR 730 374 611 717 424 229
IT 739 271 611 552 254 268
CY 474 198 197 494 138 118
LV 748 205 361 474 123 159
LT 644 418 644 561 172 216
LU 702 228 520 485 125 415
HU 739 246 450 639 163 239
MT 623 125 312 456 123 317
NL 788 256 595 751 173 410
AT 906 291 505 508 163 308
PL 583 161 503 643 322 443
PT 875 185 429 410 160 195
RO 891 332 657 546 235 289
SI 682 153 369 591 101 706
SK 459 130 380 805 506 263
FI 656 356 678 791 186 333
SE 750 263 535 626 118 259
UK 847 652 583 542 108 284
IS 869 96 526 799 117 202
NO 779 263 479 461 100 264
q7a - base respondents who have seen or heard about product recalls N=14093The figure is significantly different (plt005) compared to the EU28 result
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 19
Note Due to the low overall sample available is it not possible to draw statistically robust comparisons for specific countries Therefore no country results are displayed for questions q12a and q12b
43 Online versus offline purchases
q12a - Which product category did the recalled product belong to [this question refers
to general notices about product recalls]
Cars or other
motor
vehicles
Home electrical
appliances such
as washing
machines
water boilers
and cookers
Electronic
products such
as computers
tablets and
mobile phones
Electronic
product
accessories
such as
chargers and
adapters
Products for
childrenCosmetics Other
EU28 465 113 151 81 44 43 104
EU27_2019 436 100 167 84 50 49 114
North 352 116 165 115 93 11 148
South 404 97 161 133 40 56 109
East 238 118 227 89 108 69 151
West 530 119 135 54 34 35 93
q12a - base respondents who have seen or received notices about recalled products that they have
purchased N=2393
The figure is significantly different (plt005) compared to the EU28 result
q12b - Did you purchase the product
online or offline
Online Offline Donrsquot know
EU28 186 801 13
EU27_2019 191 798 12
North 154 782 64
South 144 850 06
East 260 726 15
West 197 791 12
q12b - base respondents who have seen or received notices about
recalled products that they have purchased N=2393
The figure is significantly different (plt005) compared to the EU28 result
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 20
44 Exposure by communication channel
q7b - How did you seehear about product recalls
Traditional
press or
media (eg
newspapers
television
radio etc)
Online media
A consumer
association or
a dedicated
information
service
platform
A physical
store
The sellerrsquos
or
manufacturer
rsquos website
A friend or
acquaintanceDonrsquot know
EU28 798 536 191 238 184 293 08
EU27_2019 796 537 194 221 183 305 07
North 797 507 111 139 146 183 11
South 772 540 210 171 172 377 06
East 754 608 151 128 218 303 07
West 819 519 202 301 183 270 08
BE 866 481 184 176 143 214 11
BG 673 391 32 55 112 189 18
CZ 848 612 210 116 245 303 02
DK 846 645 222 106 134 247 12
DE 868 507 162 307 136 254 06
EE 663 481 42 145 89 124 00
IE 808 580 195 320 208 270 16
EL 680 691 179 103 133 305 14
ES 883 520 171 140 111 345 04
FR 731 508 295 294 265 410 03
HR 602 384 274 199 320 513 00
IT 731 543 239 208 217 427 05
CY 567 344 22 35 144 199 00
LV 600 662 56 73 116 155 09
LT 659 702 154 170 227 348 29
LU 754 433 86 182 121 243 04
HU 729 547 125 86 108 198 03
MT 516 678 19 43 34 193 17
NL 832 569 216 207 185 168 16
AT 889 486 245 401 122 191 00
PL 668 689 143 124 246 272 11
PT 863 409 145 56 50 166 08
RO 898 628 167 178 228 452 08
SI 756 469 87 126 100 131 02
SK 791 549 70 83 193 201 00
FI 888 441 92 113 169 165 04
SE 760 408 58 184 130 132 13
UK 806 536 175 326 190 225 13
IS 850 680 157 128 155 202 00
NO 672 558 93 75 102 104 16
q7b - base respondents who have seen or heard about product recalls N=13835
The figure is significantly different (plt005) compared to the EU28 result
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 21
45 Preferred communication channels
q18 - How would you prefer to receive information about recalls of products you have
purchased
Traditional
press or media Online media
A consumer
association or a
dedicated
information
service platform
Visual
communication
The sellerrsquos or
manufacturerrsquos
website
Directly
Via a
notification
through a
mobile
application
EU28 825 624 545 635 559 840 554
EU27_2019 827 628 557 632 567 828 544
North 811 602 456 558 520 890 503
South 832 647 603 620 570 845 580
East 796 675 549 660 634 847 662
West 834 595 523 641 530 829 504
BE 866 625 544 629 592 878 576
BG 741 631 496 627 559 785 542
CZ 817 650 441 578 540 803 541
DK 832 661 498 492 404 881 437
DE 862 610 526 663 507 789 366
EE 800 636 370 551 480 866 468
IE 829 627 550 705 550 921 676
EL 749 725 676 603 605 855 716
ES 877 656 675 733 635 869 650
FR 793 545 556 606 558 769 544
HR 750 659 544 572 558 813 594
IT 817 632 520 535 514 819 491
CY 811 596 535 437 501 764 504
LV 690 654 497 667 585 840 587
LT 679 698 547 611 611 844 562
LU 861 618 467 675 583 747 446
HU 790 657 554 669 580 775 573
MT 732 687 595 498 487 957 700
NL 884 666 549 578 585 836 572
AT 905 616 636 703 525 837 412
PL 826 708 577 705 709 862 734
PT 817 623 708 651 580 888 662
RO 774 683 623 698 663 942 772
SI 684 524 337 405 275 659 227
SK 780 627 440 564 583 802 537
FI 903 624 478 562 554 905 577
SE 811 513 395 558 532 915 470
UK 808 597 458 652 505 928 619
IS 891 799 627 608 595 914 594
NO 703 536 416 475 387 933 499
q18 - base all respondents N=25541The figure is significantly different (plt005) compared to the EU28 result
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 22
5 Consumer responses to product recalls
51 Responses to general product recall information
Note the last column of this table is based on a derived proportion of those respondents who owned the product but 1) did not follow the instrution of the notice and 2) did not say that they took no action in response to it
52 Responses to product recalls for products owned
Note Due to the low overall sample available is it not possible to draw statistically robust comparisons for specific countries Therefore no country results are displayed for question q12c
You checked
to see if it
concerned a
product you
owned
You took no
action
because you
did not own
the product
Told other
people about
it
Owned the product
and followed the
instructions of the
recall notice
Took no
action even
though you
owned the
product
Took some action but
did not follow the
instructions of the
recall notice1
EU28 774 790 616 649 143 208
EU27_2019 765 802 625 634 161 205
North 659 801 447 467 198 335
South 827 802 731 748 130 123
East 684 783 665 424 157 419
West 790 786 577 694 139 168
The figure is significantly different (plt005) compared to the EU28 result
q7c1 - base respondents who have seen or heard about product recalls N=14093
q7c1 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the communication about the product recall
q12c - Thinking about this product recall what actions did you take in response
You contacted
the
manufacturer
seller for more
information
You contacted
the
manufacturer
seller for
reimbursement
You returned
the product
You threw
the product
away
You
continued
using the
product with
extra caution
You told
others about
the product
recall
You took no
action
EU28 557 413 463 73 312 490 39
EU27_2019 547 434 448 81 280 483 41
North 394 394 471 50 141 273 118
South 561 360 404 118 277 530 25
East 490 446 476 118 276 427 72
West 574 433 488 48 342 493 37
q12c - base respondents who have seen or received notices about recalled products that they have
purchased N=2393
The figure is significantly different (plt005) compared to the EU28 result
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 23
53 Drivers of consumer actions ndash hypothetical scenario
If the
potential
danger was
clearly
communicated
and it seemed
serious
If the specific
action to take
was clearly
communicate
d
If the product
was
expensiveva
luable
If there was
a financial
incentive
If I had
already
experienced
the issue that
was identified
in the
product recall
Other
EU28 955 935 799 648 919 440
EU27_2019 952 931 791 650 915 434
North 967 922 865 725 946 426
South 950 944 744 635 906 346
East 950 923 782 658 914 540
West 959 936 827 643 924 452
BE 940 921 837 664 888 540
BG 879 819 732 653 797 556
CZ 954 926 867 814 876 599
DK 970 888 852 726 940 358
DE 974 959 858 654 969 416
EE 974 933 897 760 962 754
IE 959 933 884 666 933 529
EL 962 934 818 660 938 483
ES 974 962 704 600 955 182
FR 917 874 743 638 833 402
HR 870 811 752 645 707 290
IT 924 926 734 635 851 365
CY 967 948 835 730 939 597
LV 924 914 899 859 934 641
LT 936 927 888 737 924 352
LU 950 923 884 712 959 552
HU 961 924 871 697 957 624
MT 949 928 849 769 906 481
NL 974 952 847 615 952 664
AT 971 957 865 663 973 382
PL 961 924 867 679 963 562
PT 984 972 893 747 973 804
RO 955 969 519 471 886 471
SI 987 982 945 887 987 545
SK 976 953 830 737 950 541
FI 975 946 875 653 967 541
SE 977 926 849 730 943 338
UK 979 962 853 634 948 485
IS 972 939 797 626 940 344
NO 961 931 877 780 948 429
q8a1 - base all respondents N=25541
The figure is significantly different (plt005) compared to the EU28 result
q8a1 - If you heard [about two real-life examples of product recalls] and you owned one of [the recalled products] what would have made you take any actions
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 24
If the potential
danger was
clearly
communicated
and it seemed
serious
If the specific
action to take
was clearly
communicated
If the product
was
expensiveva
luable
If there was
a financial
incentive
If the person I
knew had already
experienced the
issue that was
identified in the
product recall
Other
EU28 948 920 751 618 903 427
EU27_2019 943 916 745 622 898 422
North 948 887 780 636 887 405
South 947 927 708 609 898 327
East 946 921 760 638 914 552
West 949 920 767 613 902 433
BE 917 887 762 602 887 527
BG 869 820 737 637 805 555
CZ 953 917 836 794 919 600
DK 938 857 734 606 871 342
DE 958 937 802 636 945 395
EE 958 946 874 635 934 753
IE 962 939 802 609 929 516
EL 950 917 777 636 906 486
ES 980 946 656 570 959 144
FR 914 880 687 625 814 392
HR 866 843 712 644 722 294
IT 917 911 709 610 851 357
CY 854 808 692 577 808 491
LV 915 883 855 819 895 637
LT 934 889 826 712 870 349
LU 880 855 823 656 941 514
HU 954 916 819 679 912 634
MT 887 858 783 682 849 441
NL 945 898 758 553 876 637
AT 950 941 808 630 938 359
PL 956 925 847 661 960 576
PT 979 954 864 744 909 784
RO 956 962 506 454 889 498
SI 978 974 942 894 977 543
SK 968 940 806 663 938 530
FI 961 927 812 531 902 509
SE 955 874 748 655 886 308
UK 977 945 793 588 936 457
IS 964 900 726 518 912 335
NO 950 910 824 720 916 411
q8a2 - base all respondents N=25541
The figure is significantly different (plt005) compared to the EU28 result
q8a2 - If you heard [about two real-life examples of product recalls] and you knew someone who owned one of [the recalled products] what would have made you take any actions
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 25
54 Drivers of consumer actions ndash real scenario
q7cx1 - What would have made you take some action
If the potential
danger was
more clearly
communicated
and seemed
serious
If the specific
action to take
was more
clearly
communicated
If the product
was expensive
valuable
If I knew
someone who
owned the
product
If I owned the
product myself
EU28 900 843 739 926 979
EU27_2019 895 843 735 918 978
North 901 780 770 913 968
South 933 881 731 907 990
East 945 903 778 947 971
West 875 820 727 928 979
BE 921 837 753 916 975
BG 958 874 808 875 879
CZ 975 947 880 947 971
DK 934 873 759 944 978
DE 826 785 714 952 989
EE 961 887 885 955 992
IE 924 844 779 944 987
EL 984 950 860 944 990
ES 951 867 675 984 1000
FR 882 860 701 844 946
HR 892 837 847 820 890
IT 911 864 715 861 987
CY 973 963 891 950 988
LV 921 894 888 913 963
LT 918 868 852 856 969
LU 830 856 839 934 975
HU 932 924 791 951 984
MT 944 884 822 895 972
NL 888 778 746 924 979
AT 846 779 701 933 988
PL 963 911 849 972 983
PT 989 975 890 986 986
RO 896 850 500 926 972
SI 994 981 968 992 1000
SK 964 917 820 974 981
FI 877 701 764 884 964
SE 885 735 732 921 963
UK 929 847 760 969 989
IS 974 913 767 940 990
NO 865 813 857 941 978
The figure is significantly different (plt005) compared to the EU28 resultq7cx1 - base respondents who have seen or heard about product recalls but took no
action N=11741
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 26
6 The impact of product recalls
61 Responses from manufacturerssellers
Note Due to the low overall sample available is it not possible to draw statistically robust comparisons for specific countries Therefore no country results are displayed for questions q13 and q15
62 Consumer satisfaction with the recall experience
q13 - How did the manufacturerseller respond to your contact about
the recall
They offered
to repair the
product
They offered
to replace
the product
They asked
me to throw
the product
away
They asked
me to return
the product
They offered
to reimburse
me
They offered
no
compensation
EU28 689 585 46 513 343 247
EU27_2019 655 616 53 503 380 223
North 607 587 79 544 361 294
South 618 609 71 413 283 262
East 594 746 122 720 398 296
West 734 556 25 531 362 232
q13 - base respondents who have seen or received notices about recalled products that they have
purchased and made contact right away N=1248
The figure is significantly different (plt005) compared to the EU28 result
q15 - How satisfied or dissatisfied are you with
the following aspects of the product recall
process
The time it
required
The ease of
the process
The
compensatio
nreimburse
ment if any
The assistance
received from the
manufacturer
seller in resolving
any issues if any
EU28 71 76 70 78
EU27_2019 72 77 74 79
North 68 74 69 77
South 75 78 73 80
East 69 73 75 76
West 69 76 69 78
The figure is significantly different (plt005) compared to the EU28 result
q15 - base respondents who have seen or received notices about recalled
products that they have purchased N=2393
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 27
63 Satisfaction with product recall information
It was clear
which specific
product was
recalled
It was clear
where the
product had
been sold
It was clear
what specific
danger was
posed by the
product
It was clear
who to contact
for more
information
It was clear what
procedure to
follow to return
replace or
dispose of the
product
It was clear what
procedure to follow
to receive a
reimbursement or
compensation
The
communication
was easy to
access and
visible
EU28 85 75 79 71 71 63 74
EU27_2019 84 76 79 70 71 63 74
North 86 73 81 69 68 60 72
South 85 75 80 71 69 62 74
East 86 78 82 69 73 65 72
West 85 74 78 72 72 64 75
BE 85 76 75 68 68 58 73
BG 83 75 80 64 60 55 78
CZ 84 78 85 72 76 66 75
DK 85 72 79 67 68 57 67
DE 84 73 77 69 70 62 76
EE 90 75 82 68 62 51 78
IE 87 76 80 75 77 69 75
EL 85 68 77 62 65 51 71
ES 82 76 80 66 62 54 69
FR 82 78 77 75 74 70 74
HR 81 79 79 74 75 74 76
IT 86 77 81 74 73 67 77
CY 84 79 73 62 58 54 72
LV 85 71 80 58 58 48 72
LT 81 73 77 62 60 50 73
LU 74 70 69 65 65 62 75
HU 90 82 86 76 76 72 79
MT 85 71 78 64 64 58 70
NL 86 79 79 72 72 65 75
AT 80 70 76 67 65 57 75
PL 83 75 78 62 70 59 62
PT 85 64 77 67 65 55 75
RO 90 80 84 75 74 68 80
SI 92 84 83 81 80 72 83
SK 93 79 88 70 74 65 79
FI 88 77 85 77 80 73 74
SE 87 70 80 67 63 56 72
UK 87 71 81 73 74 64 74
IS 91 76 83 72 65 60 69
NO 87 69 81 69 68 63 73
q7d - base respondents who have seen or heard about product recalls N=14093The figure is significantly different (plt005) compared to the EU28 result
q7d - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you remember seing or hearing in the past 2 years
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 28
64 Satisfaction with product recall information
Note Due to the low overall sample available is it not possible to draw statistically robust comparisons for specific countries Therefore no country results are displayed for question q16
q16 - Thinking about this product recall experience
which of the following statements apply to you
It increased
my confidence
in the
brandsellersh
op
I became more
distrustful of
the
brandsellersh
op
I started
paying more
attention to
information
about
product
recalls
EU28 544 301 635
EU27_2019 544 295 665
North 644 211 533
South 491 331 777
East 588 353 721
West 556 285 565
The figure is significantly different (plt005) compared to the EU28 result
q16 - base respondents who have seen or received notices about recalled
products that they have purchased N=2393
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 29
7 Vulnerable consumers
71 Awareness of rights and responsibilities
Consumersrsquo awareness of manufacturers being legally required to recall dangerous
products is associated most closely with their financial situation followed by
occupation and education
Consumersrsquo agreement with the statement that it is the responsibility of the
manufacturer to recall the product as soon as they know about the risks it poses is
associated most closely with their education level their age and with how many young
children they have
759 A 754 A 734 A 762 A 765 A 766 A 715 766 A 756 A
758 A 757 A 753 A 777 A 668 767 B 761 AB 740 A
781 BC 789 C 787 C 722 A 728 AB 702 A 707 A 740 AB
780 751 A 742 A 742 A 770 A 757 A 765 A
Retired
Online buying behaviour Children
q5_1 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q5_1 - Do you know if manufacturers are legally required to recall products that are dangerous to consumers - Yes I think they are
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
979 A 982 A 983 AB 984 B 972 A 978 AB 985 A 987 A 972
980 A 980 A 982 A 980 A 963 A 979 A 978 A 985 A
985 A 980 A 985 A 975 A 975 A 968 A 966 A 981 A
983 A 979 A 981 A 976 A 973 AB 983 AB 984 B
Retired
Online buying behaviour Children
q8b_1 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_1 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - It is the responsibility of the manufacturer to recall the product as soon as they know about the risks it poses
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 30
Consumersrsquo agreement with the statement that it is the responsibility of the seller to
inform consumers who purchased the product about the risk it poses is associated
most closely with their online buying behaviour their education level and their
occupation
Consumersrsquo agreement with the statement that consumers who learn about a recall
notice about a product they have purchased should act immediately is associated most
closely with their education level gender and financial status
884 A 883 A 891 A 885 A 882 A 866 A 909 A 898 A 867
870 AB 896 B 890 B 852 A 871 AB 881 A 884 A 885 A
876 ABC 894 BC 866 A 890 BC 845 AB 913 C 893 ABC 904 C
877 A 871 A 913 881 A 866 A 878 A 890 A
Retired
Online buying behaviour Children
q8b_2 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_2 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - It is the responsibility of the seller to inform consumers who purchased the product about the risks it poses
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
914 933 918 A 917 A 930 A 939 A 946 A 936 A 909
949 C 932 BC 926 B 895 A 918 ABC 919 A 929 A 920 A
923 A 917 A 920 A 926 A 927 A 919 A 946 A 926 A
926 A 918 A 929 A 908 A 914 AB 925 AB 937 B
Retired
Online buying behaviour Children
q8b_3 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_3 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - Consumers who learn about a recall notice about a product they have purchased should take action immediately
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 31
Consumersrsquo agreement with the statement that it is important for them to pay
attention to product recalls is associated most closely with their gender how many
young children they have and their age
72 Product registration
Consumersrsquo awareness that by registering a product they can be contacted directly in
case there is a problem with this product is associated most closely with their gender
their online buying behaviour and their education level
931 948 928 A 940 AB 939 A 958 B 943 AB 948 B 931 A
931 AB 938 AB 947 B 929 A 890 AB 941 A 941 A 936 A
932 A 943 A 946 A 942 A 932 A 938 A 927 A 931 A
939 A 935 A 948 A 926 A 934 A 930 A 956
Retired
Online buying behaviour Children
q8b_4 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_4 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - It is important for consumers to pay attention to product recalls
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
458 340 377 AB 418 C 413 BC 371 A 342 400 A 405 A
387 AB 389 A 390 A 434 B 413 AB 403 A 405 A 383 A
440 C 438 C 409 BC 381 AB 335 A 352 A 347 AB 385 AB
457 408 317 381 A 428 B 381 AB 410 AB
Retired
Online buying behaviour Children
q9a - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q9a - Did you know that by registering a product you can be contacted directly in case there is a problem with that product - Yes I did
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 32
Registering a product in order to be contacted in case of problems with a product is
associated most closely with consumersrsquo online buying behaviour their financial status
and their age
Consumersrsquo agreement with the statement that allowing the seller or manufacturer to
inform them about potential issues with the product is an important factor in their
decision to register a product is associated most closely with their financial status
710 A 716 A 721 AB 684 A 713 AB 774 B 746 A 705 A 714 A
815 B 709 A 701 A 709 A 768 AB 710 A 704 A 725 A
722 AB 729 AB 687 A 747 B 736 AB 697 AB 681 AB 721 AB
679 A 711 A 780 710 A 697 A 709 A 719 A
Retired
Online buying behaviour Children q9b - base EU28
respondents that know you
can be contacted in case
there is a problem with a
product after you registered
the product (N=8665)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q9b - And do you usually register the product so you can be contacted in case of problems with that product - Yes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
85 A 86 A 85 A 86 A 86 A 84 A 85 A 86 A 85 A
86 AB 84 A 86 AB 86 B 84 AB 85 A 86 A 86 A
85 A 86 A 85 A 87 A 83 A 84 A 85 A 87 A
86 A 86 A 85 A 85 A 84 A 86 A 86 A
2018
q10_3 - How important are the following factors in your decision to register your contact details when buying a product - Registration will
allow the seller or manufacturer to inform me about potential issues with the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_3 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 33
Consumersrsquo agreement with the statement that knowing that their data will not be
used for marketing purposes is an important factor in their decision to register a
product is associated most closely with their gender online buying behaviour and
education level
Consumersrsquo agreement with the statement that having trust in the brand or the seller
is an important factor in their decision to register a product is associated most closely
with their financial situation
83 87 85 AB 86 B 83 A 84 AB 81 A 86 B 84 AB
88 B 83 A 84 A 86 AB 83 AB 85 A 85 A 85 A
85 A 84 A 86 A 84 A 84 A 86 A 81 A 83 A
85 A 86 A 81 83 A 85 AB 83 A 86 B
2018
q10_4 - How important are the following factors in your decision to register your contact details when buying a product - I know my data
such as email address will not be used for marketing purposes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_4 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
80 A 81 A 81 A 82 A 80 A 79 A 82 A 81 A 80 A
81 AB 79 A 81 B 82 B 76 AB 80 A 81 A 80 A
80 A 82 A 81 A 80 A 77 A 81 A 77 A 82 A
81 A 81 A 78 A 81 A 79 A 80 A 81 A
2018
q10_5 - How important are the following factors in your decision to register your contact details when buying a product - I trust the brand or
seller
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_5 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 34
Consumersrsquo agreement with the statement that the product being expensive is an
important factor in their decision to register a product is associated most closely with
how many young children they have their financial situation and education level
73 Exposure to product recalls
Consumersrsquo exposure to product recall notices is associated most closely with their
online buying behaviour education level and occupation
69 A 70 A 71 A 68 A 69 A 69 A 70 AB 67 A 71 B
75 B 71 AB 68 A 69 A 66 AB 69 A 70 A 70 A
69 AB 70 AB 67 A 71 B 64 A 71 AB 70 AB 71 AB
69 A 70 A 69 A 69 A 71 AB 73 B 68 A
2018
q10_6 - How important are the following factors in your decision to register your contact details when buying a product - The product is
expensive
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_6 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
590 547 535 A 610 B 602 B 506 A 449 562 599
510 A 542 A 586 B 601 B 486 A 575 A 575 A 554 A
593 DE 602 DE 618 E 512 B 481 AB 520 ABC 446 A 564 CD
642 585 470 553 A 534 A 553 A 589
Retired
Online buying behaviour Children
q6 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q6 - Apart from the Ikea furniture and Samsung phone examples in the past 2 years have you seen or heard any other information notices
ads or announcements concerning the recall of a specific product - Yes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 35
Consumersrsquo exposure to product recalls for products they had purchased themselves is
associated most closely with their online buying behaviour gender and education
level
Consumersrsquo likelihood to have seen or heard information about product recalls in the
last 2 years is associated most closely with their gender age and education level
144 107 116 AB 142 C 135 BC 88 A 79 131 A 126 A
108 AB 121 ABC 122 B 147 C 84 A 133 B 128 AB 112 A
139 B 135 AB 135 B 96 A 95 AB 107 AB 92 A 129 AB
146 A 133 A 81 111 A 132 AB 123 AB 135 B
Retired
Online buying behaviour Children
q11 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q11 - In the last 2 years have you seen or received any notice or request to return a product you had purchased yourself - Yes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
846 741 727 822 A 819 A 802 A 743 800 A 796 A
730 A 776 AB 802 BC 824 C 753 ABC 819 B 778 A 792 AB
786 AB 788 AB 820 B 779 A 747 A 782 AB 788 AB 784 AB
811 B 781 A 796 AB 791 AB 750 A 778 AB 810 B
Retired
Online buying behaviour Childrenq7a_1 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7a_1 - In the last 2 years for which of the following product categories did you see or hear information about product recalls - Cars or other
motor vehicles
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 36
Consumersrsquo preference of receiving information about recalls of products they have
purchased via traditional press or media is associated most closely with their financial
status gender and age
Consumersrsquo preference of receiving information about recalls of products they have
purchased via online media is associated most closely with their age online buying
behaviour and with how many young children they have
809 842 787 839 A 838 A 842 A 786 A 839 820 A
798 A 841 B 840 B 780 A 755 A 831 A 822 A 823 A
814 ABC 808 ABC 843 D 815 BC 764 A 846 CD 772 AB 842 CD
801 831 A 842 A 828 A 816 A 816 A 828 A
Retired
Online buying behaviour Children
q18_1 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q18_1 - How would you prefer to receive information about recalls of products you have purchased - Traditional press or media
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
630 A 624 A 728 645 600 508 622 AB 640 B 615 A
597 A 635 A 632 A 615 A 602 A 623 A 635 A 620 A
629 ABC 656 C 646 C 643 BC 649 ABC 595 AB 643 ABC 587 A
686 654 532 627 A 672 B 642 AB 616 A
Retired
Online buying behaviour Children
q18_2 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q18_2 - How would you prefer to receive information about recalls of products you have purchased - Online media
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 37
Consumersrsquo preference to receive information about recalls of products they have
purchased directly is associated most closely with their online buying behaviour
gender and occupation
74 Consumer responses to product recalls
Consumersrsquo likelihood to check if a recall notice concerned a product they owned is
associated most closely with their online buying behaviour financial situation and
occupation
850 832 854 A 849 A 837 A 815 A 841 A 839 A 842 A
844 A 844 A 839 A 843 A 783 A 844 A 844 A 833 A
838 AB 871 B 846 AB 822 A 832 AB 838 AB 805 A 841 AB
877 835 A 813 A 835 A 809 A 843 A 848 A
Retired
Online buying behaviour Children
q18_6 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q18_6 - How would you prefer to receive information about recalls of products you have purchased - Directly
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
778 A 771 A 781 A 779 A 760 A 772 A 735 A 785 A 771 A
706 A 763 AB 792 C 771 BC 695 AB 780 A 772 A 771 A
768 AB 803 BC 817 C 723 A 717 A 760 ABC 774 ABC 742 A
812 765 A 735 A 760 A 782 A 798 A 776 A
2018
q7crow1_1 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You checked to see if it concerned a product you owned
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow1_1 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 38
Consumersrsquo likelihood to take no action even though they owned a recalled product is
associated most closely with their education level gender and financial status
Consumersrsquo likelihood to follow the instructions of the recall notice to send back the
product or contact the manufacturer or the seller is associated most closely with the
degree of urbanisation and their occupation
166 117 219 B 136 AB 122 AB 104 A 283 119 A 140 A
154 AB 163 B 138 B 130 B 56 A 136 A 142 A 145 A
136 ABC 131 ABC 111 AB 157 ABC 134 ABC 235 C 75 A 185 BC
136 A 141 A 152 A 132 A 113 A 140 A 154 A
2018
q7crow3_3 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You took no action even though you owned the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow3_3 - base EU28
respondents who have seen
or heard about product
recalls (N=2631)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
774 A 742 A 751 A 746 A 773 A 777 A 761 A 759 A 756 A
759 A 774 A 740 A 797 A 650 A 790 B 763 AB 719 A
796 A 835 A 770 A 735 A 651 A 743 A 651 A 703 A
770 A 760 A 730 A 721 A 797 A 742 A 780 A
2018
q7crow4_4 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You owned the product and followed the instructions of the recall notice to send back the product or
contact the manufacturerseller
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow4_4 - base EU28
respondents who have seen
or heard about product
recalls (N=2174)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 39
Consumersrsquo likelihood to tell other people about a product recall is associated most
closely with their financial status gender and age
75 Drivers of consumer actions
Consumersrsquo agreement with the statement that they would have taken action if the
potential danger was more clearly communicated and seemed serious is associated
most closely with how many young children they have and with their occupation
601 631 654 B 597 A 594 A 626 AB 636 AB 646 B 591 A
641 BC 676 C 622 B 524 A 551 AB 605 A 627 A 612 A
593 AB 639 AB 639 B 644 B 561 AB 548 A 604 AB 585 AB
619 AB 601 A 642 B 600 AB 588 AB 589 A 640 B
2018
q7crow5_5 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You told other people about it
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow5_5 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
894 A 906 A 884 A 901 A 904 A 917 A 915 A 912 A 891 A
920 A 902 A 903 A 890 A 862 A 908 A 901 A 892 A
876 A 915 AB 892 A 927 B 894 AB 924 AB 945 B 898 AB
901 A 895 A 912 A 911 AB 928 B 875 A 892 AB
Retired
Online buying behaviour Children q7cx1_1 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_1 - What would have made you take some action - If the potential danger was more clearly communicated and seemed serious
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 40
Consumersrsquo agreement with the statement that they would have taken action if the
specific action to take was more clearly communicated is associated most closely with
their financial status online buying behaviour and occupation
Consumersrsquo agreement with the statement that they would have taken action if the
product was expensive or valuable is associated most closely with their education
level age and financial status
836 A 852 A 832 AB 831 A 851 AB 883 B 849 A 858 A 834 A
866 AB 870 B 845 AB 812 A 761 A 841 A 834 A 857 A
841 AB 869 AB 838 AB 877 B 819 AB 862 AB 833 AB 822 A
842 AB 834 A 872 B 854 A 803 A 824 A 850 A
Retired
Online buying behaviour Children q7cx1_2 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_2 - What would have made you take some action - If the specific action to take was more clearly communicated
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
733 A 744 A 788 B 713 A 736 AB 724 AB 810 A 760 A 715
771 AB 773 B 733 A 701 A 713 AB 748 A 737 A 732 A
726 A 727 A 727 A 745 A 770 A 755 A 778 A 755 A
756 A 724 A 742 A 727 A 731 A 729 A 751 A
Retired
Online buying behaviour Children q7cx1_3 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_3 - What would have made you take some action - If the product was expensivevaluable
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 41
Consumersrsquo agreement with the statement that they would have taken action if they
knew someone who owned the product is associated most closely with their online
buying behaviour gender and occupation
Consumersrsquo agreement with the statement that they would have taken action if they
owned the product themselves is associated most closely with their financial status
their online buying behaviour and occupation
916 936 929 A 923 A 917 A 935 A 905 A 918 A 934 A
932 AB 923 AB 931 AB 910 A 955 B 918 A 931 A 927 A
928 AB 898 A 941 B 943 B 904 AB 882 AB 954 B 910 AB
951 911 A 917 A 915 A 894 A 920 A 938 A
Retired
Online buying behaviour Children q7cx1_4 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_4 - What would have made you take some action - If I knew someone who owned the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
976 A 983 A 983 A 979 A 974 A 980 A 981 A 983 A 977 A
989 BC 976 A 982 AB 973 A 995 C 980 A 979 A 979 A
975 AB 986 B 985 B 960 A 971 AB 981 AB 990 B 981 AB
986 B 973 A 981 AB 981 A 968 A 980 A 980 A
Retired
Online buying behaviour Children q7cx1_5 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10507)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_5 - What would have made you take some action - If I owned the product myself
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 42
Consumersrsquo agreement with the statement that it was clear which specific product was
recalled is associated most closely with their online buying behaviour
Consumersrsquo agreement with the statement that it was clear where the product has
been sold is associated most closely with their financial status and occupation
85 A 85 A 85 A 85 A 85 A 84 A 83 A 85 A 85 A
83 A 84 A 85 A 85 A 83 A 84 A 85 A 85 A
84 A 85 A 85 A 85 A 85 A 84 A 84 A 85 A
86 A 85 A 83 84 A 84 A 85 A 86 A
Retired
Online buying behaviour Childrenq7d_1 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_1 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear which specific product was recalled
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
74 A 75 A 76 A 75 A 74 A 73 A 73 A 76 A 74 A
73 A 73 A 75 AB 77 B 72 AB 75 A 75 A 74 A
74 A 73 A 75 AB 77 B 73 AB 72 A 74 AB 76 AB
74 A 75 A 75 A 74 A 74 A 75 A 75 A
Retired
Online buying behaviour Childrenq7d_2 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_2 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear where the product had been sold
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 43
Consumersrsquo agreement with the statement that it was clear what specific danger was
posed by the product is associated most closely with their age occupation and online
buying behaviour
Consumersrsquo agreement with the statement that it was clear who to contact for more
information is associated most closely with their online buying behaviour financial
status and with how many young children they have
79 A 80 A 79 AB 78 A 79 A 83 B 78 A 80 A 79 A
77 A 78 A 80 A 80 A 78 A 79 A 79 A 80 A
80 BC 77 A 80 BC 81 BC 78 ABC 80 ABC 83 C 78 AB
79 AB 80 B 78 A 78 A 79 A 80 A 80 A
Retired
Online buying behaviour Childrenq7d_3 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_3 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what specific danger was posed by the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
71 A 70 A 70 A 71 A 70 A 72 A 70 A 71 A 71 A
70 AB 69 A 71 AB 73 B 70 AB 71 A 71 A 71 A
71 AB 70 AB 70 A 73 B 68 AB 72 AB 72 AB 71 AB
72 B 71 AB 69 A 69 A 71 AB 73 B 72 B
Retired
Online buying behaviour Childrenq7d_4 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_4 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear who to contact for more information
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 44
Consumersrsquo agreement with the statement that it was clear what procedure to follow
to return replace or dispose of the product is associated most closely with their online
buying behaviour financial status and education level
Consumersrsquo agreement with the statement that it was clear what procedure to follow
to receive a reimbursement or compensation is associated most closely with their age
online buying behaviour and with how many young children they have
71 A 71 A 69 A 72 B 71 AB 72 AB 71 AB 73 B 70 A
68 A 70 A 71 A 74 B 70 AB 72 A 71 A 71 A
70 A 71 A 71 A 72 A 68 A 74 A 70 A 72 A
73 71 A 69 A 69 A 72 AB 71 AB 72 B
Retired
Online buying behaviour Childrenq7d_5 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_5 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what procedure to follow to return replace or dispose of the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
63 A 64 A 61 A 64 BC 62 AB 67 C 64 AB 65 B 62 A
62 AB 63 AB 64 AB 65 B 56 A 64 AB 64 B 62 A
62 A 62 A 63 A 67 B 63 AB 65 AB 69 B 64 AB
65 A 64 A 61 61 66 A 64 A 65 A
Retired
Online buying behaviour Childrenq7d_6 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_6 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what procedure to follow to receive a reimbursement or compensation
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 45
Consumersrsquo agreement with the statement that the communication was easy to access
and visible is associated most closely with their financial status gender and with how
many young children they have
Consumersrsquo agreement with the statement that minimum effort required on their part
is an important factor in their decision to register when buying a product is associated
most closely with their education level occupation and financial status
73 75 73 A 74 A 76 A 74 A 75 A 75 A 73 A
73 AB 72 A 75 B 77 66 A 74 A 75 A 74 A
74 A 73 A 75 A 75 A 74 A 72 A 73 A 73 A
75 A 74 A 73 A 73 A 75 AB 74 AB 75 B
Retired
Online buying behaviour Childrenq7d_7 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_7 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - The communication was easy to access and visible
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
75 A 77 A 78 B 76 AB 74 AB 73 A 81 75 A 75 A
79 BC 75 ABC 75 AB 78 C 68 A 76 A 75 A 76 A
73 B 75 BC 77 BC 76 BC 65 A 76 BC 71 ABC 78 C
77 A 75 A 74 A 75 A 75 A 74 A 77 A
Retired
Online buying behaviour Children q10_1 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q10_1 - How important are the following factors in your decision to register your contact details when buying a product - There is minimum
effort required on my part
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 46
Consumersrsquo agreement with the statement that receiving an incentive such as a
voucher discount or gift is an important factor in their decision to register when
buying a product is associated most closely with their financial status education level
and age
55 A 57 A 61 56 A 53 A 51 A 63 54 A 57 A
65 B 59 B 55 A 53 A 47 A 56 A 57 A 56 A
54 A 56 A 53 A 61 B 56 AB 58 AB 59 AB 58 AB
55 A 57 A 57 A 56 A 60 A 55 A 56 A
2018
q10_2 - How important are the following factors in your decision to register your contact details when buying a product - I receive an
incentive such as a voucher discount or gift
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_2 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 13
3 Product registration
31 General awareness
Yes I did No I didnrsquot
know
EU28 397 603
EU27_2019 385 615
North 304 696
South 369 631
East 334 666
West 445 555
BE 362 638
BG 279 721
CZ 350 650
DK 241 759
DE 405 595
EE 261 739
IE 444 556
EL 281 719
ES 277 723
FR 503 497
HR 454 546
IT 455 545
CY 236 764
LV 252 748
LT 292 708
LU 392 608
HU 418 582
MT 274 726
NL 379 621
AT 392 608
PL 289 711
PT 378 622
RO 348 652
SI 398 602
SK 375 625
FI 353 647
SE 333 667
UK 481 519
IS 229 771
NO 336 664
The figure is significantly different (plt005) compared to the EU28 result
q9a - base all respondents N=25541
q9a - Did you know that by registering a product you can be contacted directly in case there is a problem with that product
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 14
32 Consumer behaviour
Yes Sometimes No
EU28 401 286 313
EU27_2019 377 291 332
North 394 263 343
South 358 281 361
East 453 226 320
West 404 308 288
BE 420 264 315
BG 449 99 452
CZ 437 266 296
DK 442 207 352
DE 307 373 319
EE 327 337 335
IE 532 251 217
EL 492 307 201
ES 355 293 351
FR 377 298 325
HR 425 191 383
IT 339 278 383
CY 275 215 510
LV 346 191 464
LT 448 211 341
LU 198 282 520
HU 483 120 397
MT 476 135 389
NL 420 289 291
AT 341 305 354
PL 340 347 312
PT 406 248 346
RO 652 111 238
SI 397 152 451
SK 425 288 287
FI 316 417 267
SE 420 211 369
UK 536 258 205
IS 366 136 499
NO 471 206 323
The figure is significantly different (plt005) compared to the EU28 result
q9b - base consumers who know they can be contacted in case there is a problem
with a product after you registered the product N=9128
q9b - And do you usually register the product so you can be contacted in case of problems with that product
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 15
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 16
33 Drivers of consumer behaviour
Note for the following countries the base size is smaller than 100 LU CY EE LV LT MT and IS For these countries no robust comparisons can be made regarding q10
q10 - How important are the following factors in your decision to register your contact
details when buying a product
There is
minimum effort
required on my
part
I receive an
incentive such
as a voucher
discount or
gift
Registration will
allow the seller or
manufacturer to
inform me about
potential issues with
the product
I know my data
such as email
address will not
be used for
marketing
purposes
I trust the
brand or seller
The product is
expensive
EU28 76 56 86 85 81 69
EU27_2019 75 57 85 86 81 68
North 75 47 84 80 79 70
South 75 65 88 87 83 70
East 74 60 86 83 81 70
West 77 52 84 85 80 68
BE 68 55 84 79 78 66
BG 78 63 84 75 76 77
CZ 66 51 83 75 78 72
DK 72 38 83 79 80 64
DE 77 38 82 91 82 55
EE 73 59 87 84 77 78
IE 79 56 87 83 79 75
EL 78 61 89 83 74 75
ES 81 59 90 91 85 67
FR 76 71 86 86 81 76
HR 79 77 86 83 84 80
IT 70 67 87 85 83 71
CY 83 60 91 87 79 89
LV 72 69 82 74 76 77
LT 75 67 86 74 70 84
LU 75 66 79 80 76 63
HU 77 58 91 82 83 75
MT 82 58 88 88 88 63
NL 70 52 81 82 77 66
AT 77 47 82 88 83 53
PL 68 57 81 85 79 71
PT 77 68 90 87 83 74
RO 82 66 94 87 86 63
SI 77 65 89 71 82 75
SK 68 56 86 78 80 71
FI 79 44 85 85 83 68
SE 73 44 82 77 78 68
UK 79 50 86 79 78 76
IS 76 34 87 81 79 77
NO 68 43 81 79 73 68
q10 - base respondents who have registered a product so that they can be contacted in case there is a problem
with the product N=6175
The figure is significantly different (plt005) compared to the EU28 result
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 17
4 Exposure to product recalls
41 Overall exposure and exposure for products owned
Yes No Yes No
EU28 565 435 124 876
EU27_2019 543 457 119 881
North 606 394 84 916
South 456 544 130 870
East 463 537 54 946
West 657 343 152 848
BE 618 382 115 885
BG 222 778 29 971
CZ 613 387 45 955
DK 675 325 124 876
DE 676 324 166 834
EE 560 440 54 946
IE 707 293 167 833
EL 465 535 69 931
ES 313 687 91 909
FR 555 445 143 857
HR 505 495 157 843
IT 573 427 186 814
CY 261 739 15 985
LV 398 602 38 962
LT 380 620 32 968
LU 371 629 111 889
HU 486 514 60 940
MT 334 666 40 960
NL 692 308 103 897
AT 718 282 178 822
PL 434 566 56 944
PT 409 591 51 949
RO 447 553 45 955
SI 746 254 47 953
SK 572 428 35 965
FI 802 198 112 888
SE 569 431 74 926
UK 721 279 156 844
IS 648 352 79 921
NO 607 393 83 917
q6 amp q11 - base all respondents N=25541
The figure is significantly different (plt005) compared to the EU28 result
q6 - Apart from [two real-life examples of recalls] in the past 2 years have you seen or heard any other information notices ads or announcements concerning the recall of a specific product
q11 - In the last two years have you seen or received any notice or request to return a product you had purchased yourself
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 18
42 Exposure by product category
q7a - In the last 2 years for which of the following product categories did you see or
hear information about product recalls
Cars or other
motor vehicles
Home electrical
appliances such
as washing
machines water
boilers and
cookers
Electronic products
such as computers
mobile phones and
accessories such as
chargers
Products for
children Cosmetics Other
EU28 788 334 553 605 225 309
EU27_2019 777 274 547 616 247 313
North 732 272 589 692 148 259
South 788 226 558 570 276 204
East 667 212 506 669 283 339
West 827 412 560 591 198 342
BE 870 191 641 611 147 352
BG 624 144 362 530 229 120
CZ 610 173 445 894 241 257
DK 808 190 649 796 165 233
DE 878 266 492 551 211 359
EE 769 119 308 481 65 125
IE 845 427 650 570 164 416
EL 790 228 645 588 326 199
ES 889 130 445 656 350 53
FR 706 452 613 682 319 366
HR 730 374 611 717 424 229
IT 739 271 611 552 254 268
CY 474 198 197 494 138 118
LV 748 205 361 474 123 159
LT 644 418 644 561 172 216
LU 702 228 520 485 125 415
HU 739 246 450 639 163 239
MT 623 125 312 456 123 317
NL 788 256 595 751 173 410
AT 906 291 505 508 163 308
PL 583 161 503 643 322 443
PT 875 185 429 410 160 195
RO 891 332 657 546 235 289
SI 682 153 369 591 101 706
SK 459 130 380 805 506 263
FI 656 356 678 791 186 333
SE 750 263 535 626 118 259
UK 847 652 583 542 108 284
IS 869 96 526 799 117 202
NO 779 263 479 461 100 264
q7a - base respondents who have seen or heard about product recalls N=14093The figure is significantly different (plt005) compared to the EU28 result
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 19
Note Due to the low overall sample available is it not possible to draw statistically robust comparisons for specific countries Therefore no country results are displayed for questions q12a and q12b
43 Online versus offline purchases
q12a - Which product category did the recalled product belong to [this question refers
to general notices about product recalls]
Cars or other
motor
vehicles
Home electrical
appliances such
as washing
machines
water boilers
and cookers
Electronic
products such
as computers
tablets and
mobile phones
Electronic
product
accessories
such as
chargers and
adapters
Products for
childrenCosmetics Other
EU28 465 113 151 81 44 43 104
EU27_2019 436 100 167 84 50 49 114
North 352 116 165 115 93 11 148
South 404 97 161 133 40 56 109
East 238 118 227 89 108 69 151
West 530 119 135 54 34 35 93
q12a - base respondents who have seen or received notices about recalled products that they have
purchased N=2393
The figure is significantly different (plt005) compared to the EU28 result
q12b - Did you purchase the product
online or offline
Online Offline Donrsquot know
EU28 186 801 13
EU27_2019 191 798 12
North 154 782 64
South 144 850 06
East 260 726 15
West 197 791 12
q12b - base respondents who have seen or received notices about
recalled products that they have purchased N=2393
The figure is significantly different (plt005) compared to the EU28 result
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 20
44 Exposure by communication channel
q7b - How did you seehear about product recalls
Traditional
press or
media (eg
newspapers
television
radio etc)
Online media
A consumer
association or
a dedicated
information
service
platform
A physical
store
The sellerrsquos
or
manufacturer
rsquos website
A friend or
acquaintanceDonrsquot know
EU28 798 536 191 238 184 293 08
EU27_2019 796 537 194 221 183 305 07
North 797 507 111 139 146 183 11
South 772 540 210 171 172 377 06
East 754 608 151 128 218 303 07
West 819 519 202 301 183 270 08
BE 866 481 184 176 143 214 11
BG 673 391 32 55 112 189 18
CZ 848 612 210 116 245 303 02
DK 846 645 222 106 134 247 12
DE 868 507 162 307 136 254 06
EE 663 481 42 145 89 124 00
IE 808 580 195 320 208 270 16
EL 680 691 179 103 133 305 14
ES 883 520 171 140 111 345 04
FR 731 508 295 294 265 410 03
HR 602 384 274 199 320 513 00
IT 731 543 239 208 217 427 05
CY 567 344 22 35 144 199 00
LV 600 662 56 73 116 155 09
LT 659 702 154 170 227 348 29
LU 754 433 86 182 121 243 04
HU 729 547 125 86 108 198 03
MT 516 678 19 43 34 193 17
NL 832 569 216 207 185 168 16
AT 889 486 245 401 122 191 00
PL 668 689 143 124 246 272 11
PT 863 409 145 56 50 166 08
RO 898 628 167 178 228 452 08
SI 756 469 87 126 100 131 02
SK 791 549 70 83 193 201 00
FI 888 441 92 113 169 165 04
SE 760 408 58 184 130 132 13
UK 806 536 175 326 190 225 13
IS 850 680 157 128 155 202 00
NO 672 558 93 75 102 104 16
q7b - base respondents who have seen or heard about product recalls N=13835
The figure is significantly different (plt005) compared to the EU28 result
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 21
45 Preferred communication channels
q18 - How would you prefer to receive information about recalls of products you have
purchased
Traditional
press or media Online media
A consumer
association or a
dedicated
information
service platform
Visual
communication
The sellerrsquos or
manufacturerrsquos
website
Directly
Via a
notification
through a
mobile
application
EU28 825 624 545 635 559 840 554
EU27_2019 827 628 557 632 567 828 544
North 811 602 456 558 520 890 503
South 832 647 603 620 570 845 580
East 796 675 549 660 634 847 662
West 834 595 523 641 530 829 504
BE 866 625 544 629 592 878 576
BG 741 631 496 627 559 785 542
CZ 817 650 441 578 540 803 541
DK 832 661 498 492 404 881 437
DE 862 610 526 663 507 789 366
EE 800 636 370 551 480 866 468
IE 829 627 550 705 550 921 676
EL 749 725 676 603 605 855 716
ES 877 656 675 733 635 869 650
FR 793 545 556 606 558 769 544
HR 750 659 544 572 558 813 594
IT 817 632 520 535 514 819 491
CY 811 596 535 437 501 764 504
LV 690 654 497 667 585 840 587
LT 679 698 547 611 611 844 562
LU 861 618 467 675 583 747 446
HU 790 657 554 669 580 775 573
MT 732 687 595 498 487 957 700
NL 884 666 549 578 585 836 572
AT 905 616 636 703 525 837 412
PL 826 708 577 705 709 862 734
PT 817 623 708 651 580 888 662
RO 774 683 623 698 663 942 772
SI 684 524 337 405 275 659 227
SK 780 627 440 564 583 802 537
FI 903 624 478 562 554 905 577
SE 811 513 395 558 532 915 470
UK 808 597 458 652 505 928 619
IS 891 799 627 608 595 914 594
NO 703 536 416 475 387 933 499
q18 - base all respondents N=25541The figure is significantly different (plt005) compared to the EU28 result
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 22
5 Consumer responses to product recalls
51 Responses to general product recall information
Note the last column of this table is based on a derived proportion of those respondents who owned the product but 1) did not follow the instrution of the notice and 2) did not say that they took no action in response to it
52 Responses to product recalls for products owned
Note Due to the low overall sample available is it not possible to draw statistically robust comparisons for specific countries Therefore no country results are displayed for question q12c
You checked
to see if it
concerned a
product you
owned
You took no
action
because you
did not own
the product
Told other
people about
it
Owned the product
and followed the
instructions of the
recall notice
Took no
action even
though you
owned the
product
Took some action but
did not follow the
instructions of the
recall notice1
EU28 774 790 616 649 143 208
EU27_2019 765 802 625 634 161 205
North 659 801 447 467 198 335
South 827 802 731 748 130 123
East 684 783 665 424 157 419
West 790 786 577 694 139 168
The figure is significantly different (plt005) compared to the EU28 result
q7c1 - base respondents who have seen or heard about product recalls N=14093
q7c1 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the communication about the product recall
q12c - Thinking about this product recall what actions did you take in response
You contacted
the
manufacturer
seller for more
information
You contacted
the
manufacturer
seller for
reimbursement
You returned
the product
You threw
the product
away
You
continued
using the
product with
extra caution
You told
others about
the product
recall
You took no
action
EU28 557 413 463 73 312 490 39
EU27_2019 547 434 448 81 280 483 41
North 394 394 471 50 141 273 118
South 561 360 404 118 277 530 25
East 490 446 476 118 276 427 72
West 574 433 488 48 342 493 37
q12c - base respondents who have seen or received notices about recalled products that they have
purchased N=2393
The figure is significantly different (plt005) compared to the EU28 result
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 23
53 Drivers of consumer actions ndash hypothetical scenario
If the
potential
danger was
clearly
communicated
and it seemed
serious
If the specific
action to take
was clearly
communicate
d
If the product
was
expensiveva
luable
If there was
a financial
incentive
If I had
already
experienced
the issue that
was identified
in the
product recall
Other
EU28 955 935 799 648 919 440
EU27_2019 952 931 791 650 915 434
North 967 922 865 725 946 426
South 950 944 744 635 906 346
East 950 923 782 658 914 540
West 959 936 827 643 924 452
BE 940 921 837 664 888 540
BG 879 819 732 653 797 556
CZ 954 926 867 814 876 599
DK 970 888 852 726 940 358
DE 974 959 858 654 969 416
EE 974 933 897 760 962 754
IE 959 933 884 666 933 529
EL 962 934 818 660 938 483
ES 974 962 704 600 955 182
FR 917 874 743 638 833 402
HR 870 811 752 645 707 290
IT 924 926 734 635 851 365
CY 967 948 835 730 939 597
LV 924 914 899 859 934 641
LT 936 927 888 737 924 352
LU 950 923 884 712 959 552
HU 961 924 871 697 957 624
MT 949 928 849 769 906 481
NL 974 952 847 615 952 664
AT 971 957 865 663 973 382
PL 961 924 867 679 963 562
PT 984 972 893 747 973 804
RO 955 969 519 471 886 471
SI 987 982 945 887 987 545
SK 976 953 830 737 950 541
FI 975 946 875 653 967 541
SE 977 926 849 730 943 338
UK 979 962 853 634 948 485
IS 972 939 797 626 940 344
NO 961 931 877 780 948 429
q8a1 - base all respondents N=25541
The figure is significantly different (plt005) compared to the EU28 result
q8a1 - If you heard [about two real-life examples of product recalls] and you owned one of [the recalled products] what would have made you take any actions
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 24
If the potential
danger was
clearly
communicated
and it seemed
serious
If the specific
action to take
was clearly
communicated
If the product
was
expensiveva
luable
If there was
a financial
incentive
If the person I
knew had already
experienced the
issue that was
identified in the
product recall
Other
EU28 948 920 751 618 903 427
EU27_2019 943 916 745 622 898 422
North 948 887 780 636 887 405
South 947 927 708 609 898 327
East 946 921 760 638 914 552
West 949 920 767 613 902 433
BE 917 887 762 602 887 527
BG 869 820 737 637 805 555
CZ 953 917 836 794 919 600
DK 938 857 734 606 871 342
DE 958 937 802 636 945 395
EE 958 946 874 635 934 753
IE 962 939 802 609 929 516
EL 950 917 777 636 906 486
ES 980 946 656 570 959 144
FR 914 880 687 625 814 392
HR 866 843 712 644 722 294
IT 917 911 709 610 851 357
CY 854 808 692 577 808 491
LV 915 883 855 819 895 637
LT 934 889 826 712 870 349
LU 880 855 823 656 941 514
HU 954 916 819 679 912 634
MT 887 858 783 682 849 441
NL 945 898 758 553 876 637
AT 950 941 808 630 938 359
PL 956 925 847 661 960 576
PT 979 954 864 744 909 784
RO 956 962 506 454 889 498
SI 978 974 942 894 977 543
SK 968 940 806 663 938 530
FI 961 927 812 531 902 509
SE 955 874 748 655 886 308
UK 977 945 793 588 936 457
IS 964 900 726 518 912 335
NO 950 910 824 720 916 411
q8a2 - base all respondents N=25541
The figure is significantly different (plt005) compared to the EU28 result
q8a2 - If you heard [about two real-life examples of product recalls] and you knew someone who owned one of [the recalled products] what would have made you take any actions
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 25
54 Drivers of consumer actions ndash real scenario
q7cx1 - What would have made you take some action
If the potential
danger was
more clearly
communicated
and seemed
serious
If the specific
action to take
was more
clearly
communicated
If the product
was expensive
valuable
If I knew
someone who
owned the
product
If I owned the
product myself
EU28 900 843 739 926 979
EU27_2019 895 843 735 918 978
North 901 780 770 913 968
South 933 881 731 907 990
East 945 903 778 947 971
West 875 820 727 928 979
BE 921 837 753 916 975
BG 958 874 808 875 879
CZ 975 947 880 947 971
DK 934 873 759 944 978
DE 826 785 714 952 989
EE 961 887 885 955 992
IE 924 844 779 944 987
EL 984 950 860 944 990
ES 951 867 675 984 1000
FR 882 860 701 844 946
HR 892 837 847 820 890
IT 911 864 715 861 987
CY 973 963 891 950 988
LV 921 894 888 913 963
LT 918 868 852 856 969
LU 830 856 839 934 975
HU 932 924 791 951 984
MT 944 884 822 895 972
NL 888 778 746 924 979
AT 846 779 701 933 988
PL 963 911 849 972 983
PT 989 975 890 986 986
RO 896 850 500 926 972
SI 994 981 968 992 1000
SK 964 917 820 974 981
FI 877 701 764 884 964
SE 885 735 732 921 963
UK 929 847 760 969 989
IS 974 913 767 940 990
NO 865 813 857 941 978
The figure is significantly different (plt005) compared to the EU28 resultq7cx1 - base respondents who have seen or heard about product recalls but took no
action N=11741
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 26
6 The impact of product recalls
61 Responses from manufacturerssellers
Note Due to the low overall sample available is it not possible to draw statistically robust comparisons for specific countries Therefore no country results are displayed for questions q13 and q15
62 Consumer satisfaction with the recall experience
q13 - How did the manufacturerseller respond to your contact about
the recall
They offered
to repair the
product
They offered
to replace
the product
They asked
me to throw
the product
away
They asked
me to return
the product
They offered
to reimburse
me
They offered
no
compensation
EU28 689 585 46 513 343 247
EU27_2019 655 616 53 503 380 223
North 607 587 79 544 361 294
South 618 609 71 413 283 262
East 594 746 122 720 398 296
West 734 556 25 531 362 232
q13 - base respondents who have seen or received notices about recalled products that they have
purchased and made contact right away N=1248
The figure is significantly different (plt005) compared to the EU28 result
q15 - How satisfied or dissatisfied are you with
the following aspects of the product recall
process
The time it
required
The ease of
the process
The
compensatio
nreimburse
ment if any
The assistance
received from the
manufacturer
seller in resolving
any issues if any
EU28 71 76 70 78
EU27_2019 72 77 74 79
North 68 74 69 77
South 75 78 73 80
East 69 73 75 76
West 69 76 69 78
The figure is significantly different (plt005) compared to the EU28 result
q15 - base respondents who have seen or received notices about recalled
products that they have purchased N=2393
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 27
63 Satisfaction with product recall information
It was clear
which specific
product was
recalled
It was clear
where the
product had
been sold
It was clear
what specific
danger was
posed by the
product
It was clear
who to contact
for more
information
It was clear what
procedure to
follow to return
replace or
dispose of the
product
It was clear what
procedure to follow
to receive a
reimbursement or
compensation
The
communication
was easy to
access and
visible
EU28 85 75 79 71 71 63 74
EU27_2019 84 76 79 70 71 63 74
North 86 73 81 69 68 60 72
South 85 75 80 71 69 62 74
East 86 78 82 69 73 65 72
West 85 74 78 72 72 64 75
BE 85 76 75 68 68 58 73
BG 83 75 80 64 60 55 78
CZ 84 78 85 72 76 66 75
DK 85 72 79 67 68 57 67
DE 84 73 77 69 70 62 76
EE 90 75 82 68 62 51 78
IE 87 76 80 75 77 69 75
EL 85 68 77 62 65 51 71
ES 82 76 80 66 62 54 69
FR 82 78 77 75 74 70 74
HR 81 79 79 74 75 74 76
IT 86 77 81 74 73 67 77
CY 84 79 73 62 58 54 72
LV 85 71 80 58 58 48 72
LT 81 73 77 62 60 50 73
LU 74 70 69 65 65 62 75
HU 90 82 86 76 76 72 79
MT 85 71 78 64 64 58 70
NL 86 79 79 72 72 65 75
AT 80 70 76 67 65 57 75
PL 83 75 78 62 70 59 62
PT 85 64 77 67 65 55 75
RO 90 80 84 75 74 68 80
SI 92 84 83 81 80 72 83
SK 93 79 88 70 74 65 79
FI 88 77 85 77 80 73 74
SE 87 70 80 67 63 56 72
UK 87 71 81 73 74 64 74
IS 91 76 83 72 65 60 69
NO 87 69 81 69 68 63 73
q7d - base respondents who have seen or heard about product recalls N=14093The figure is significantly different (plt005) compared to the EU28 result
q7d - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you remember seing or hearing in the past 2 years
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 28
64 Satisfaction with product recall information
Note Due to the low overall sample available is it not possible to draw statistically robust comparisons for specific countries Therefore no country results are displayed for question q16
q16 - Thinking about this product recall experience
which of the following statements apply to you
It increased
my confidence
in the
brandsellersh
op
I became more
distrustful of
the
brandsellersh
op
I started
paying more
attention to
information
about
product
recalls
EU28 544 301 635
EU27_2019 544 295 665
North 644 211 533
South 491 331 777
East 588 353 721
West 556 285 565
The figure is significantly different (plt005) compared to the EU28 result
q16 - base respondents who have seen or received notices about recalled
products that they have purchased N=2393
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 29
7 Vulnerable consumers
71 Awareness of rights and responsibilities
Consumersrsquo awareness of manufacturers being legally required to recall dangerous
products is associated most closely with their financial situation followed by
occupation and education
Consumersrsquo agreement with the statement that it is the responsibility of the
manufacturer to recall the product as soon as they know about the risks it poses is
associated most closely with their education level their age and with how many young
children they have
759 A 754 A 734 A 762 A 765 A 766 A 715 766 A 756 A
758 A 757 A 753 A 777 A 668 767 B 761 AB 740 A
781 BC 789 C 787 C 722 A 728 AB 702 A 707 A 740 AB
780 751 A 742 A 742 A 770 A 757 A 765 A
Retired
Online buying behaviour Children
q5_1 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q5_1 - Do you know if manufacturers are legally required to recall products that are dangerous to consumers - Yes I think they are
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
979 A 982 A 983 AB 984 B 972 A 978 AB 985 A 987 A 972
980 A 980 A 982 A 980 A 963 A 979 A 978 A 985 A
985 A 980 A 985 A 975 A 975 A 968 A 966 A 981 A
983 A 979 A 981 A 976 A 973 AB 983 AB 984 B
Retired
Online buying behaviour Children
q8b_1 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_1 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - It is the responsibility of the manufacturer to recall the product as soon as they know about the risks it poses
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 30
Consumersrsquo agreement with the statement that it is the responsibility of the seller to
inform consumers who purchased the product about the risk it poses is associated
most closely with their online buying behaviour their education level and their
occupation
Consumersrsquo agreement with the statement that consumers who learn about a recall
notice about a product they have purchased should act immediately is associated most
closely with their education level gender and financial status
884 A 883 A 891 A 885 A 882 A 866 A 909 A 898 A 867
870 AB 896 B 890 B 852 A 871 AB 881 A 884 A 885 A
876 ABC 894 BC 866 A 890 BC 845 AB 913 C 893 ABC 904 C
877 A 871 A 913 881 A 866 A 878 A 890 A
Retired
Online buying behaviour Children
q8b_2 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_2 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - It is the responsibility of the seller to inform consumers who purchased the product about the risks it poses
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
914 933 918 A 917 A 930 A 939 A 946 A 936 A 909
949 C 932 BC 926 B 895 A 918 ABC 919 A 929 A 920 A
923 A 917 A 920 A 926 A 927 A 919 A 946 A 926 A
926 A 918 A 929 A 908 A 914 AB 925 AB 937 B
Retired
Online buying behaviour Children
q8b_3 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_3 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - Consumers who learn about a recall notice about a product they have purchased should take action immediately
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 31
Consumersrsquo agreement with the statement that it is important for them to pay
attention to product recalls is associated most closely with their gender how many
young children they have and their age
72 Product registration
Consumersrsquo awareness that by registering a product they can be contacted directly in
case there is a problem with this product is associated most closely with their gender
their online buying behaviour and their education level
931 948 928 A 940 AB 939 A 958 B 943 AB 948 B 931 A
931 AB 938 AB 947 B 929 A 890 AB 941 A 941 A 936 A
932 A 943 A 946 A 942 A 932 A 938 A 927 A 931 A
939 A 935 A 948 A 926 A 934 A 930 A 956
Retired
Online buying behaviour Children
q8b_4 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_4 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - It is important for consumers to pay attention to product recalls
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
458 340 377 AB 418 C 413 BC 371 A 342 400 A 405 A
387 AB 389 A 390 A 434 B 413 AB 403 A 405 A 383 A
440 C 438 C 409 BC 381 AB 335 A 352 A 347 AB 385 AB
457 408 317 381 A 428 B 381 AB 410 AB
Retired
Online buying behaviour Children
q9a - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q9a - Did you know that by registering a product you can be contacted directly in case there is a problem with that product - Yes I did
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 32
Registering a product in order to be contacted in case of problems with a product is
associated most closely with consumersrsquo online buying behaviour their financial status
and their age
Consumersrsquo agreement with the statement that allowing the seller or manufacturer to
inform them about potential issues with the product is an important factor in their
decision to register a product is associated most closely with their financial status
710 A 716 A 721 AB 684 A 713 AB 774 B 746 A 705 A 714 A
815 B 709 A 701 A 709 A 768 AB 710 A 704 A 725 A
722 AB 729 AB 687 A 747 B 736 AB 697 AB 681 AB 721 AB
679 A 711 A 780 710 A 697 A 709 A 719 A
Retired
Online buying behaviour Children q9b - base EU28
respondents that know you
can be contacted in case
there is a problem with a
product after you registered
the product (N=8665)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q9b - And do you usually register the product so you can be contacted in case of problems with that product - Yes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
85 A 86 A 85 A 86 A 86 A 84 A 85 A 86 A 85 A
86 AB 84 A 86 AB 86 B 84 AB 85 A 86 A 86 A
85 A 86 A 85 A 87 A 83 A 84 A 85 A 87 A
86 A 86 A 85 A 85 A 84 A 86 A 86 A
2018
q10_3 - How important are the following factors in your decision to register your contact details when buying a product - Registration will
allow the seller or manufacturer to inform me about potential issues with the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_3 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 33
Consumersrsquo agreement with the statement that knowing that their data will not be
used for marketing purposes is an important factor in their decision to register a
product is associated most closely with their gender online buying behaviour and
education level
Consumersrsquo agreement with the statement that having trust in the brand or the seller
is an important factor in their decision to register a product is associated most closely
with their financial situation
83 87 85 AB 86 B 83 A 84 AB 81 A 86 B 84 AB
88 B 83 A 84 A 86 AB 83 AB 85 A 85 A 85 A
85 A 84 A 86 A 84 A 84 A 86 A 81 A 83 A
85 A 86 A 81 83 A 85 AB 83 A 86 B
2018
q10_4 - How important are the following factors in your decision to register your contact details when buying a product - I know my data
such as email address will not be used for marketing purposes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_4 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
80 A 81 A 81 A 82 A 80 A 79 A 82 A 81 A 80 A
81 AB 79 A 81 B 82 B 76 AB 80 A 81 A 80 A
80 A 82 A 81 A 80 A 77 A 81 A 77 A 82 A
81 A 81 A 78 A 81 A 79 A 80 A 81 A
2018
q10_5 - How important are the following factors in your decision to register your contact details when buying a product - I trust the brand or
seller
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_5 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 34
Consumersrsquo agreement with the statement that the product being expensive is an
important factor in their decision to register a product is associated most closely with
how many young children they have their financial situation and education level
73 Exposure to product recalls
Consumersrsquo exposure to product recall notices is associated most closely with their
online buying behaviour education level and occupation
69 A 70 A 71 A 68 A 69 A 69 A 70 AB 67 A 71 B
75 B 71 AB 68 A 69 A 66 AB 69 A 70 A 70 A
69 AB 70 AB 67 A 71 B 64 A 71 AB 70 AB 71 AB
69 A 70 A 69 A 69 A 71 AB 73 B 68 A
2018
q10_6 - How important are the following factors in your decision to register your contact details when buying a product - The product is
expensive
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_6 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
590 547 535 A 610 B 602 B 506 A 449 562 599
510 A 542 A 586 B 601 B 486 A 575 A 575 A 554 A
593 DE 602 DE 618 E 512 B 481 AB 520 ABC 446 A 564 CD
642 585 470 553 A 534 A 553 A 589
Retired
Online buying behaviour Children
q6 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q6 - Apart from the Ikea furniture and Samsung phone examples in the past 2 years have you seen or heard any other information notices
ads or announcements concerning the recall of a specific product - Yes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 35
Consumersrsquo exposure to product recalls for products they had purchased themselves is
associated most closely with their online buying behaviour gender and education
level
Consumersrsquo likelihood to have seen or heard information about product recalls in the
last 2 years is associated most closely with their gender age and education level
144 107 116 AB 142 C 135 BC 88 A 79 131 A 126 A
108 AB 121 ABC 122 B 147 C 84 A 133 B 128 AB 112 A
139 B 135 AB 135 B 96 A 95 AB 107 AB 92 A 129 AB
146 A 133 A 81 111 A 132 AB 123 AB 135 B
Retired
Online buying behaviour Children
q11 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q11 - In the last 2 years have you seen or received any notice or request to return a product you had purchased yourself - Yes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
846 741 727 822 A 819 A 802 A 743 800 A 796 A
730 A 776 AB 802 BC 824 C 753 ABC 819 B 778 A 792 AB
786 AB 788 AB 820 B 779 A 747 A 782 AB 788 AB 784 AB
811 B 781 A 796 AB 791 AB 750 A 778 AB 810 B
Retired
Online buying behaviour Childrenq7a_1 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7a_1 - In the last 2 years for which of the following product categories did you see or hear information about product recalls - Cars or other
motor vehicles
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 36
Consumersrsquo preference of receiving information about recalls of products they have
purchased via traditional press or media is associated most closely with their financial
status gender and age
Consumersrsquo preference of receiving information about recalls of products they have
purchased via online media is associated most closely with their age online buying
behaviour and with how many young children they have
809 842 787 839 A 838 A 842 A 786 A 839 820 A
798 A 841 B 840 B 780 A 755 A 831 A 822 A 823 A
814 ABC 808 ABC 843 D 815 BC 764 A 846 CD 772 AB 842 CD
801 831 A 842 A 828 A 816 A 816 A 828 A
Retired
Online buying behaviour Children
q18_1 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q18_1 - How would you prefer to receive information about recalls of products you have purchased - Traditional press or media
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
630 A 624 A 728 645 600 508 622 AB 640 B 615 A
597 A 635 A 632 A 615 A 602 A 623 A 635 A 620 A
629 ABC 656 C 646 C 643 BC 649 ABC 595 AB 643 ABC 587 A
686 654 532 627 A 672 B 642 AB 616 A
Retired
Online buying behaviour Children
q18_2 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q18_2 - How would you prefer to receive information about recalls of products you have purchased - Online media
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 37
Consumersrsquo preference to receive information about recalls of products they have
purchased directly is associated most closely with their online buying behaviour
gender and occupation
74 Consumer responses to product recalls
Consumersrsquo likelihood to check if a recall notice concerned a product they owned is
associated most closely with their online buying behaviour financial situation and
occupation
850 832 854 A 849 A 837 A 815 A 841 A 839 A 842 A
844 A 844 A 839 A 843 A 783 A 844 A 844 A 833 A
838 AB 871 B 846 AB 822 A 832 AB 838 AB 805 A 841 AB
877 835 A 813 A 835 A 809 A 843 A 848 A
Retired
Online buying behaviour Children
q18_6 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q18_6 - How would you prefer to receive information about recalls of products you have purchased - Directly
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
778 A 771 A 781 A 779 A 760 A 772 A 735 A 785 A 771 A
706 A 763 AB 792 C 771 BC 695 AB 780 A 772 A 771 A
768 AB 803 BC 817 C 723 A 717 A 760 ABC 774 ABC 742 A
812 765 A 735 A 760 A 782 A 798 A 776 A
2018
q7crow1_1 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You checked to see if it concerned a product you owned
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow1_1 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 38
Consumersrsquo likelihood to take no action even though they owned a recalled product is
associated most closely with their education level gender and financial status
Consumersrsquo likelihood to follow the instructions of the recall notice to send back the
product or contact the manufacturer or the seller is associated most closely with the
degree of urbanisation and their occupation
166 117 219 B 136 AB 122 AB 104 A 283 119 A 140 A
154 AB 163 B 138 B 130 B 56 A 136 A 142 A 145 A
136 ABC 131 ABC 111 AB 157 ABC 134 ABC 235 C 75 A 185 BC
136 A 141 A 152 A 132 A 113 A 140 A 154 A
2018
q7crow3_3 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You took no action even though you owned the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow3_3 - base EU28
respondents who have seen
or heard about product
recalls (N=2631)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
774 A 742 A 751 A 746 A 773 A 777 A 761 A 759 A 756 A
759 A 774 A 740 A 797 A 650 A 790 B 763 AB 719 A
796 A 835 A 770 A 735 A 651 A 743 A 651 A 703 A
770 A 760 A 730 A 721 A 797 A 742 A 780 A
2018
q7crow4_4 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You owned the product and followed the instructions of the recall notice to send back the product or
contact the manufacturerseller
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow4_4 - base EU28
respondents who have seen
or heard about product
recalls (N=2174)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 39
Consumersrsquo likelihood to tell other people about a product recall is associated most
closely with their financial status gender and age
75 Drivers of consumer actions
Consumersrsquo agreement with the statement that they would have taken action if the
potential danger was more clearly communicated and seemed serious is associated
most closely with how many young children they have and with their occupation
601 631 654 B 597 A 594 A 626 AB 636 AB 646 B 591 A
641 BC 676 C 622 B 524 A 551 AB 605 A 627 A 612 A
593 AB 639 AB 639 B 644 B 561 AB 548 A 604 AB 585 AB
619 AB 601 A 642 B 600 AB 588 AB 589 A 640 B
2018
q7crow5_5 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You told other people about it
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow5_5 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
894 A 906 A 884 A 901 A 904 A 917 A 915 A 912 A 891 A
920 A 902 A 903 A 890 A 862 A 908 A 901 A 892 A
876 A 915 AB 892 A 927 B 894 AB 924 AB 945 B 898 AB
901 A 895 A 912 A 911 AB 928 B 875 A 892 AB
Retired
Online buying behaviour Children q7cx1_1 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_1 - What would have made you take some action - If the potential danger was more clearly communicated and seemed serious
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 40
Consumersrsquo agreement with the statement that they would have taken action if the
specific action to take was more clearly communicated is associated most closely with
their financial status online buying behaviour and occupation
Consumersrsquo agreement with the statement that they would have taken action if the
product was expensive or valuable is associated most closely with their education
level age and financial status
836 A 852 A 832 AB 831 A 851 AB 883 B 849 A 858 A 834 A
866 AB 870 B 845 AB 812 A 761 A 841 A 834 A 857 A
841 AB 869 AB 838 AB 877 B 819 AB 862 AB 833 AB 822 A
842 AB 834 A 872 B 854 A 803 A 824 A 850 A
Retired
Online buying behaviour Children q7cx1_2 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_2 - What would have made you take some action - If the specific action to take was more clearly communicated
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
733 A 744 A 788 B 713 A 736 AB 724 AB 810 A 760 A 715
771 AB 773 B 733 A 701 A 713 AB 748 A 737 A 732 A
726 A 727 A 727 A 745 A 770 A 755 A 778 A 755 A
756 A 724 A 742 A 727 A 731 A 729 A 751 A
Retired
Online buying behaviour Children q7cx1_3 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_3 - What would have made you take some action - If the product was expensivevaluable
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 41
Consumersrsquo agreement with the statement that they would have taken action if they
knew someone who owned the product is associated most closely with their online
buying behaviour gender and occupation
Consumersrsquo agreement with the statement that they would have taken action if they
owned the product themselves is associated most closely with their financial status
their online buying behaviour and occupation
916 936 929 A 923 A 917 A 935 A 905 A 918 A 934 A
932 AB 923 AB 931 AB 910 A 955 B 918 A 931 A 927 A
928 AB 898 A 941 B 943 B 904 AB 882 AB 954 B 910 AB
951 911 A 917 A 915 A 894 A 920 A 938 A
Retired
Online buying behaviour Children q7cx1_4 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_4 - What would have made you take some action - If I knew someone who owned the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
976 A 983 A 983 A 979 A 974 A 980 A 981 A 983 A 977 A
989 BC 976 A 982 AB 973 A 995 C 980 A 979 A 979 A
975 AB 986 B 985 B 960 A 971 AB 981 AB 990 B 981 AB
986 B 973 A 981 AB 981 A 968 A 980 A 980 A
Retired
Online buying behaviour Children q7cx1_5 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10507)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_5 - What would have made you take some action - If I owned the product myself
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 42
Consumersrsquo agreement with the statement that it was clear which specific product was
recalled is associated most closely with their online buying behaviour
Consumersrsquo agreement with the statement that it was clear where the product has
been sold is associated most closely with their financial status and occupation
85 A 85 A 85 A 85 A 85 A 84 A 83 A 85 A 85 A
83 A 84 A 85 A 85 A 83 A 84 A 85 A 85 A
84 A 85 A 85 A 85 A 85 A 84 A 84 A 85 A
86 A 85 A 83 84 A 84 A 85 A 86 A
Retired
Online buying behaviour Childrenq7d_1 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_1 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear which specific product was recalled
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
74 A 75 A 76 A 75 A 74 A 73 A 73 A 76 A 74 A
73 A 73 A 75 AB 77 B 72 AB 75 A 75 A 74 A
74 A 73 A 75 AB 77 B 73 AB 72 A 74 AB 76 AB
74 A 75 A 75 A 74 A 74 A 75 A 75 A
Retired
Online buying behaviour Childrenq7d_2 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_2 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear where the product had been sold
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 43
Consumersrsquo agreement with the statement that it was clear what specific danger was
posed by the product is associated most closely with their age occupation and online
buying behaviour
Consumersrsquo agreement with the statement that it was clear who to contact for more
information is associated most closely with their online buying behaviour financial
status and with how many young children they have
79 A 80 A 79 AB 78 A 79 A 83 B 78 A 80 A 79 A
77 A 78 A 80 A 80 A 78 A 79 A 79 A 80 A
80 BC 77 A 80 BC 81 BC 78 ABC 80 ABC 83 C 78 AB
79 AB 80 B 78 A 78 A 79 A 80 A 80 A
Retired
Online buying behaviour Childrenq7d_3 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_3 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what specific danger was posed by the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
71 A 70 A 70 A 71 A 70 A 72 A 70 A 71 A 71 A
70 AB 69 A 71 AB 73 B 70 AB 71 A 71 A 71 A
71 AB 70 AB 70 A 73 B 68 AB 72 AB 72 AB 71 AB
72 B 71 AB 69 A 69 A 71 AB 73 B 72 B
Retired
Online buying behaviour Childrenq7d_4 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_4 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear who to contact for more information
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 44
Consumersrsquo agreement with the statement that it was clear what procedure to follow
to return replace or dispose of the product is associated most closely with their online
buying behaviour financial status and education level
Consumersrsquo agreement with the statement that it was clear what procedure to follow
to receive a reimbursement or compensation is associated most closely with their age
online buying behaviour and with how many young children they have
71 A 71 A 69 A 72 B 71 AB 72 AB 71 AB 73 B 70 A
68 A 70 A 71 A 74 B 70 AB 72 A 71 A 71 A
70 A 71 A 71 A 72 A 68 A 74 A 70 A 72 A
73 71 A 69 A 69 A 72 AB 71 AB 72 B
Retired
Online buying behaviour Childrenq7d_5 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_5 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what procedure to follow to return replace or dispose of the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
63 A 64 A 61 A 64 BC 62 AB 67 C 64 AB 65 B 62 A
62 AB 63 AB 64 AB 65 B 56 A 64 AB 64 B 62 A
62 A 62 A 63 A 67 B 63 AB 65 AB 69 B 64 AB
65 A 64 A 61 61 66 A 64 A 65 A
Retired
Online buying behaviour Childrenq7d_6 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_6 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what procedure to follow to receive a reimbursement or compensation
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 45
Consumersrsquo agreement with the statement that the communication was easy to access
and visible is associated most closely with their financial status gender and with how
many young children they have
Consumersrsquo agreement with the statement that minimum effort required on their part
is an important factor in their decision to register when buying a product is associated
most closely with their education level occupation and financial status
73 75 73 A 74 A 76 A 74 A 75 A 75 A 73 A
73 AB 72 A 75 B 77 66 A 74 A 75 A 74 A
74 A 73 A 75 A 75 A 74 A 72 A 73 A 73 A
75 A 74 A 73 A 73 A 75 AB 74 AB 75 B
Retired
Online buying behaviour Childrenq7d_7 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_7 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - The communication was easy to access and visible
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
75 A 77 A 78 B 76 AB 74 AB 73 A 81 75 A 75 A
79 BC 75 ABC 75 AB 78 C 68 A 76 A 75 A 76 A
73 B 75 BC 77 BC 76 BC 65 A 76 BC 71 ABC 78 C
77 A 75 A 74 A 75 A 75 A 74 A 77 A
Retired
Online buying behaviour Children q10_1 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q10_1 - How important are the following factors in your decision to register your contact details when buying a product - There is minimum
effort required on my part
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 46
Consumersrsquo agreement with the statement that receiving an incentive such as a
voucher discount or gift is an important factor in their decision to register when
buying a product is associated most closely with their financial status education level
and age
55 A 57 A 61 56 A 53 A 51 A 63 54 A 57 A
65 B 59 B 55 A 53 A 47 A 56 A 57 A 56 A
54 A 56 A 53 A 61 B 56 AB 58 AB 59 AB 58 AB
55 A 57 A 57 A 56 A 60 A 55 A 56 A
2018
q10_2 - How important are the following factors in your decision to register your contact details when buying a product - I receive an
incentive such as a voucher discount or gift
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_2 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 14
32 Consumer behaviour
Yes Sometimes No
EU28 401 286 313
EU27_2019 377 291 332
North 394 263 343
South 358 281 361
East 453 226 320
West 404 308 288
BE 420 264 315
BG 449 99 452
CZ 437 266 296
DK 442 207 352
DE 307 373 319
EE 327 337 335
IE 532 251 217
EL 492 307 201
ES 355 293 351
FR 377 298 325
HR 425 191 383
IT 339 278 383
CY 275 215 510
LV 346 191 464
LT 448 211 341
LU 198 282 520
HU 483 120 397
MT 476 135 389
NL 420 289 291
AT 341 305 354
PL 340 347 312
PT 406 248 346
RO 652 111 238
SI 397 152 451
SK 425 288 287
FI 316 417 267
SE 420 211 369
UK 536 258 205
IS 366 136 499
NO 471 206 323
The figure is significantly different (plt005) compared to the EU28 result
q9b - base consumers who know they can be contacted in case there is a problem
with a product after you registered the product N=9128
q9b - And do you usually register the product so you can be contacted in case of problems with that product
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 15
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 16
33 Drivers of consumer behaviour
Note for the following countries the base size is smaller than 100 LU CY EE LV LT MT and IS For these countries no robust comparisons can be made regarding q10
q10 - How important are the following factors in your decision to register your contact
details when buying a product
There is
minimum effort
required on my
part
I receive an
incentive such
as a voucher
discount or
gift
Registration will
allow the seller or
manufacturer to
inform me about
potential issues with
the product
I know my data
such as email
address will not
be used for
marketing
purposes
I trust the
brand or seller
The product is
expensive
EU28 76 56 86 85 81 69
EU27_2019 75 57 85 86 81 68
North 75 47 84 80 79 70
South 75 65 88 87 83 70
East 74 60 86 83 81 70
West 77 52 84 85 80 68
BE 68 55 84 79 78 66
BG 78 63 84 75 76 77
CZ 66 51 83 75 78 72
DK 72 38 83 79 80 64
DE 77 38 82 91 82 55
EE 73 59 87 84 77 78
IE 79 56 87 83 79 75
EL 78 61 89 83 74 75
ES 81 59 90 91 85 67
FR 76 71 86 86 81 76
HR 79 77 86 83 84 80
IT 70 67 87 85 83 71
CY 83 60 91 87 79 89
LV 72 69 82 74 76 77
LT 75 67 86 74 70 84
LU 75 66 79 80 76 63
HU 77 58 91 82 83 75
MT 82 58 88 88 88 63
NL 70 52 81 82 77 66
AT 77 47 82 88 83 53
PL 68 57 81 85 79 71
PT 77 68 90 87 83 74
RO 82 66 94 87 86 63
SI 77 65 89 71 82 75
SK 68 56 86 78 80 71
FI 79 44 85 85 83 68
SE 73 44 82 77 78 68
UK 79 50 86 79 78 76
IS 76 34 87 81 79 77
NO 68 43 81 79 73 68
q10 - base respondents who have registered a product so that they can be contacted in case there is a problem
with the product N=6175
The figure is significantly different (plt005) compared to the EU28 result
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 17
4 Exposure to product recalls
41 Overall exposure and exposure for products owned
Yes No Yes No
EU28 565 435 124 876
EU27_2019 543 457 119 881
North 606 394 84 916
South 456 544 130 870
East 463 537 54 946
West 657 343 152 848
BE 618 382 115 885
BG 222 778 29 971
CZ 613 387 45 955
DK 675 325 124 876
DE 676 324 166 834
EE 560 440 54 946
IE 707 293 167 833
EL 465 535 69 931
ES 313 687 91 909
FR 555 445 143 857
HR 505 495 157 843
IT 573 427 186 814
CY 261 739 15 985
LV 398 602 38 962
LT 380 620 32 968
LU 371 629 111 889
HU 486 514 60 940
MT 334 666 40 960
NL 692 308 103 897
AT 718 282 178 822
PL 434 566 56 944
PT 409 591 51 949
RO 447 553 45 955
SI 746 254 47 953
SK 572 428 35 965
FI 802 198 112 888
SE 569 431 74 926
UK 721 279 156 844
IS 648 352 79 921
NO 607 393 83 917
q6 amp q11 - base all respondents N=25541
The figure is significantly different (plt005) compared to the EU28 result
q6 - Apart from [two real-life examples of recalls] in the past 2 years have you seen or heard any other information notices ads or announcements concerning the recall of a specific product
q11 - In the last two years have you seen or received any notice or request to return a product you had purchased yourself
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 18
42 Exposure by product category
q7a - In the last 2 years for which of the following product categories did you see or
hear information about product recalls
Cars or other
motor vehicles
Home electrical
appliances such
as washing
machines water
boilers and
cookers
Electronic products
such as computers
mobile phones and
accessories such as
chargers
Products for
children Cosmetics Other
EU28 788 334 553 605 225 309
EU27_2019 777 274 547 616 247 313
North 732 272 589 692 148 259
South 788 226 558 570 276 204
East 667 212 506 669 283 339
West 827 412 560 591 198 342
BE 870 191 641 611 147 352
BG 624 144 362 530 229 120
CZ 610 173 445 894 241 257
DK 808 190 649 796 165 233
DE 878 266 492 551 211 359
EE 769 119 308 481 65 125
IE 845 427 650 570 164 416
EL 790 228 645 588 326 199
ES 889 130 445 656 350 53
FR 706 452 613 682 319 366
HR 730 374 611 717 424 229
IT 739 271 611 552 254 268
CY 474 198 197 494 138 118
LV 748 205 361 474 123 159
LT 644 418 644 561 172 216
LU 702 228 520 485 125 415
HU 739 246 450 639 163 239
MT 623 125 312 456 123 317
NL 788 256 595 751 173 410
AT 906 291 505 508 163 308
PL 583 161 503 643 322 443
PT 875 185 429 410 160 195
RO 891 332 657 546 235 289
SI 682 153 369 591 101 706
SK 459 130 380 805 506 263
FI 656 356 678 791 186 333
SE 750 263 535 626 118 259
UK 847 652 583 542 108 284
IS 869 96 526 799 117 202
NO 779 263 479 461 100 264
q7a - base respondents who have seen or heard about product recalls N=14093The figure is significantly different (plt005) compared to the EU28 result
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 19
Note Due to the low overall sample available is it not possible to draw statistically robust comparisons for specific countries Therefore no country results are displayed for questions q12a and q12b
43 Online versus offline purchases
q12a - Which product category did the recalled product belong to [this question refers
to general notices about product recalls]
Cars or other
motor
vehicles
Home electrical
appliances such
as washing
machines
water boilers
and cookers
Electronic
products such
as computers
tablets and
mobile phones
Electronic
product
accessories
such as
chargers and
adapters
Products for
childrenCosmetics Other
EU28 465 113 151 81 44 43 104
EU27_2019 436 100 167 84 50 49 114
North 352 116 165 115 93 11 148
South 404 97 161 133 40 56 109
East 238 118 227 89 108 69 151
West 530 119 135 54 34 35 93
q12a - base respondents who have seen or received notices about recalled products that they have
purchased N=2393
The figure is significantly different (plt005) compared to the EU28 result
q12b - Did you purchase the product
online or offline
Online Offline Donrsquot know
EU28 186 801 13
EU27_2019 191 798 12
North 154 782 64
South 144 850 06
East 260 726 15
West 197 791 12
q12b - base respondents who have seen or received notices about
recalled products that they have purchased N=2393
The figure is significantly different (plt005) compared to the EU28 result
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 20
44 Exposure by communication channel
q7b - How did you seehear about product recalls
Traditional
press or
media (eg
newspapers
television
radio etc)
Online media
A consumer
association or
a dedicated
information
service
platform
A physical
store
The sellerrsquos
or
manufacturer
rsquos website
A friend or
acquaintanceDonrsquot know
EU28 798 536 191 238 184 293 08
EU27_2019 796 537 194 221 183 305 07
North 797 507 111 139 146 183 11
South 772 540 210 171 172 377 06
East 754 608 151 128 218 303 07
West 819 519 202 301 183 270 08
BE 866 481 184 176 143 214 11
BG 673 391 32 55 112 189 18
CZ 848 612 210 116 245 303 02
DK 846 645 222 106 134 247 12
DE 868 507 162 307 136 254 06
EE 663 481 42 145 89 124 00
IE 808 580 195 320 208 270 16
EL 680 691 179 103 133 305 14
ES 883 520 171 140 111 345 04
FR 731 508 295 294 265 410 03
HR 602 384 274 199 320 513 00
IT 731 543 239 208 217 427 05
CY 567 344 22 35 144 199 00
LV 600 662 56 73 116 155 09
LT 659 702 154 170 227 348 29
LU 754 433 86 182 121 243 04
HU 729 547 125 86 108 198 03
MT 516 678 19 43 34 193 17
NL 832 569 216 207 185 168 16
AT 889 486 245 401 122 191 00
PL 668 689 143 124 246 272 11
PT 863 409 145 56 50 166 08
RO 898 628 167 178 228 452 08
SI 756 469 87 126 100 131 02
SK 791 549 70 83 193 201 00
FI 888 441 92 113 169 165 04
SE 760 408 58 184 130 132 13
UK 806 536 175 326 190 225 13
IS 850 680 157 128 155 202 00
NO 672 558 93 75 102 104 16
q7b - base respondents who have seen or heard about product recalls N=13835
The figure is significantly different (plt005) compared to the EU28 result
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 21
45 Preferred communication channels
q18 - How would you prefer to receive information about recalls of products you have
purchased
Traditional
press or media Online media
A consumer
association or a
dedicated
information
service platform
Visual
communication
The sellerrsquos or
manufacturerrsquos
website
Directly
Via a
notification
through a
mobile
application
EU28 825 624 545 635 559 840 554
EU27_2019 827 628 557 632 567 828 544
North 811 602 456 558 520 890 503
South 832 647 603 620 570 845 580
East 796 675 549 660 634 847 662
West 834 595 523 641 530 829 504
BE 866 625 544 629 592 878 576
BG 741 631 496 627 559 785 542
CZ 817 650 441 578 540 803 541
DK 832 661 498 492 404 881 437
DE 862 610 526 663 507 789 366
EE 800 636 370 551 480 866 468
IE 829 627 550 705 550 921 676
EL 749 725 676 603 605 855 716
ES 877 656 675 733 635 869 650
FR 793 545 556 606 558 769 544
HR 750 659 544 572 558 813 594
IT 817 632 520 535 514 819 491
CY 811 596 535 437 501 764 504
LV 690 654 497 667 585 840 587
LT 679 698 547 611 611 844 562
LU 861 618 467 675 583 747 446
HU 790 657 554 669 580 775 573
MT 732 687 595 498 487 957 700
NL 884 666 549 578 585 836 572
AT 905 616 636 703 525 837 412
PL 826 708 577 705 709 862 734
PT 817 623 708 651 580 888 662
RO 774 683 623 698 663 942 772
SI 684 524 337 405 275 659 227
SK 780 627 440 564 583 802 537
FI 903 624 478 562 554 905 577
SE 811 513 395 558 532 915 470
UK 808 597 458 652 505 928 619
IS 891 799 627 608 595 914 594
NO 703 536 416 475 387 933 499
q18 - base all respondents N=25541The figure is significantly different (plt005) compared to the EU28 result
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 22
5 Consumer responses to product recalls
51 Responses to general product recall information
Note the last column of this table is based on a derived proportion of those respondents who owned the product but 1) did not follow the instrution of the notice and 2) did not say that they took no action in response to it
52 Responses to product recalls for products owned
Note Due to the low overall sample available is it not possible to draw statistically robust comparisons for specific countries Therefore no country results are displayed for question q12c
You checked
to see if it
concerned a
product you
owned
You took no
action
because you
did not own
the product
Told other
people about
it
Owned the product
and followed the
instructions of the
recall notice
Took no
action even
though you
owned the
product
Took some action but
did not follow the
instructions of the
recall notice1
EU28 774 790 616 649 143 208
EU27_2019 765 802 625 634 161 205
North 659 801 447 467 198 335
South 827 802 731 748 130 123
East 684 783 665 424 157 419
West 790 786 577 694 139 168
The figure is significantly different (plt005) compared to the EU28 result
q7c1 - base respondents who have seen or heard about product recalls N=14093
q7c1 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the communication about the product recall
q12c - Thinking about this product recall what actions did you take in response
You contacted
the
manufacturer
seller for more
information
You contacted
the
manufacturer
seller for
reimbursement
You returned
the product
You threw
the product
away
You
continued
using the
product with
extra caution
You told
others about
the product
recall
You took no
action
EU28 557 413 463 73 312 490 39
EU27_2019 547 434 448 81 280 483 41
North 394 394 471 50 141 273 118
South 561 360 404 118 277 530 25
East 490 446 476 118 276 427 72
West 574 433 488 48 342 493 37
q12c - base respondents who have seen or received notices about recalled products that they have
purchased N=2393
The figure is significantly different (plt005) compared to the EU28 result
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 23
53 Drivers of consumer actions ndash hypothetical scenario
If the
potential
danger was
clearly
communicated
and it seemed
serious
If the specific
action to take
was clearly
communicate
d
If the product
was
expensiveva
luable
If there was
a financial
incentive
If I had
already
experienced
the issue that
was identified
in the
product recall
Other
EU28 955 935 799 648 919 440
EU27_2019 952 931 791 650 915 434
North 967 922 865 725 946 426
South 950 944 744 635 906 346
East 950 923 782 658 914 540
West 959 936 827 643 924 452
BE 940 921 837 664 888 540
BG 879 819 732 653 797 556
CZ 954 926 867 814 876 599
DK 970 888 852 726 940 358
DE 974 959 858 654 969 416
EE 974 933 897 760 962 754
IE 959 933 884 666 933 529
EL 962 934 818 660 938 483
ES 974 962 704 600 955 182
FR 917 874 743 638 833 402
HR 870 811 752 645 707 290
IT 924 926 734 635 851 365
CY 967 948 835 730 939 597
LV 924 914 899 859 934 641
LT 936 927 888 737 924 352
LU 950 923 884 712 959 552
HU 961 924 871 697 957 624
MT 949 928 849 769 906 481
NL 974 952 847 615 952 664
AT 971 957 865 663 973 382
PL 961 924 867 679 963 562
PT 984 972 893 747 973 804
RO 955 969 519 471 886 471
SI 987 982 945 887 987 545
SK 976 953 830 737 950 541
FI 975 946 875 653 967 541
SE 977 926 849 730 943 338
UK 979 962 853 634 948 485
IS 972 939 797 626 940 344
NO 961 931 877 780 948 429
q8a1 - base all respondents N=25541
The figure is significantly different (plt005) compared to the EU28 result
q8a1 - If you heard [about two real-life examples of product recalls] and you owned one of [the recalled products] what would have made you take any actions
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 24
If the potential
danger was
clearly
communicated
and it seemed
serious
If the specific
action to take
was clearly
communicated
If the product
was
expensiveva
luable
If there was
a financial
incentive
If the person I
knew had already
experienced the
issue that was
identified in the
product recall
Other
EU28 948 920 751 618 903 427
EU27_2019 943 916 745 622 898 422
North 948 887 780 636 887 405
South 947 927 708 609 898 327
East 946 921 760 638 914 552
West 949 920 767 613 902 433
BE 917 887 762 602 887 527
BG 869 820 737 637 805 555
CZ 953 917 836 794 919 600
DK 938 857 734 606 871 342
DE 958 937 802 636 945 395
EE 958 946 874 635 934 753
IE 962 939 802 609 929 516
EL 950 917 777 636 906 486
ES 980 946 656 570 959 144
FR 914 880 687 625 814 392
HR 866 843 712 644 722 294
IT 917 911 709 610 851 357
CY 854 808 692 577 808 491
LV 915 883 855 819 895 637
LT 934 889 826 712 870 349
LU 880 855 823 656 941 514
HU 954 916 819 679 912 634
MT 887 858 783 682 849 441
NL 945 898 758 553 876 637
AT 950 941 808 630 938 359
PL 956 925 847 661 960 576
PT 979 954 864 744 909 784
RO 956 962 506 454 889 498
SI 978 974 942 894 977 543
SK 968 940 806 663 938 530
FI 961 927 812 531 902 509
SE 955 874 748 655 886 308
UK 977 945 793 588 936 457
IS 964 900 726 518 912 335
NO 950 910 824 720 916 411
q8a2 - base all respondents N=25541
The figure is significantly different (plt005) compared to the EU28 result
q8a2 - If you heard [about two real-life examples of product recalls] and you knew someone who owned one of [the recalled products] what would have made you take any actions
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 25
54 Drivers of consumer actions ndash real scenario
q7cx1 - What would have made you take some action
If the potential
danger was
more clearly
communicated
and seemed
serious
If the specific
action to take
was more
clearly
communicated
If the product
was expensive
valuable
If I knew
someone who
owned the
product
If I owned the
product myself
EU28 900 843 739 926 979
EU27_2019 895 843 735 918 978
North 901 780 770 913 968
South 933 881 731 907 990
East 945 903 778 947 971
West 875 820 727 928 979
BE 921 837 753 916 975
BG 958 874 808 875 879
CZ 975 947 880 947 971
DK 934 873 759 944 978
DE 826 785 714 952 989
EE 961 887 885 955 992
IE 924 844 779 944 987
EL 984 950 860 944 990
ES 951 867 675 984 1000
FR 882 860 701 844 946
HR 892 837 847 820 890
IT 911 864 715 861 987
CY 973 963 891 950 988
LV 921 894 888 913 963
LT 918 868 852 856 969
LU 830 856 839 934 975
HU 932 924 791 951 984
MT 944 884 822 895 972
NL 888 778 746 924 979
AT 846 779 701 933 988
PL 963 911 849 972 983
PT 989 975 890 986 986
RO 896 850 500 926 972
SI 994 981 968 992 1000
SK 964 917 820 974 981
FI 877 701 764 884 964
SE 885 735 732 921 963
UK 929 847 760 969 989
IS 974 913 767 940 990
NO 865 813 857 941 978
The figure is significantly different (plt005) compared to the EU28 resultq7cx1 - base respondents who have seen or heard about product recalls but took no
action N=11741
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 26
6 The impact of product recalls
61 Responses from manufacturerssellers
Note Due to the low overall sample available is it not possible to draw statistically robust comparisons for specific countries Therefore no country results are displayed for questions q13 and q15
62 Consumer satisfaction with the recall experience
q13 - How did the manufacturerseller respond to your contact about
the recall
They offered
to repair the
product
They offered
to replace
the product
They asked
me to throw
the product
away
They asked
me to return
the product
They offered
to reimburse
me
They offered
no
compensation
EU28 689 585 46 513 343 247
EU27_2019 655 616 53 503 380 223
North 607 587 79 544 361 294
South 618 609 71 413 283 262
East 594 746 122 720 398 296
West 734 556 25 531 362 232
q13 - base respondents who have seen or received notices about recalled products that they have
purchased and made contact right away N=1248
The figure is significantly different (plt005) compared to the EU28 result
q15 - How satisfied or dissatisfied are you with
the following aspects of the product recall
process
The time it
required
The ease of
the process
The
compensatio
nreimburse
ment if any
The assistance
received from the
manufacturer
seller in resolving
any issues if any
EU28 71 76 70 78
EU27_2019 72 77 74 79
North 68 74 69 77
South 75 78 73 80
East 69 73 75 76
West 69 76 69 78
The figure is significantly different (plt005) compared to the EU28 result
q15 - base respondents who have seen or received notices about recalled
products that they have purchased N=2393
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 27
63 Satisfaction with product recall information
It was clear
which specific
product was
recalled
It was clear
where the
product had
been sold
It was clear
what specific
danger was
posed by the
product
It was clear
who to contact
for more
information
It was clear what
procedure to
follow to return
replace or
dispose of the
product
It was clear what
procedure to follow
to receive a
reimbursement or
compensation
The
communication
was easy to
access and
visible
EU28 85 75 79 71 71 63 74
EU27_2019 84 76 79 70 71 63 74
North 86 73 81 69 68 60 72
South 85 75 80 71 69 62 74
East 86 78 82 69 73 65 72
West 85 74 78 72 72 64 75
BE 85 76 75 68 68 58 73
BG 83 75 80 64 60 55 78
CZ 84 78 85 72 76 66 75
DK 85 72 79 67 68 57 67
DE 84 73 77 69 70 62 76
EE 90 75 82 68 62 51 78
IE 87 76 80 75 77 69 75
EL 85 68 77 62 65 51 71
ES 82 76 80 66 62 54 69
FR 82 78 77 75 74 70 74
HR 81 79 79 74 75 74 76
IT 86 77 81 74 73 67 77
CY 84 79 73 62 58 54 72
LV 85 71 80 58 58 48 72
LT 81 73 77 62 60 50 73
LU 74 70 69 65 65 62 75
HU 90 82 86 76 76 72 79
MT 85 71 78 64 64 58 70
NL 86 79 79 72 72 65 75
AT 80 70 76 67 65 57 75
PL 83 75 78 62 70 59 62
PT 85 64 77 67 65 55 75
RO 90 80 84 75 74 68 80
SI 92 84 83 81 80 72 83
SK 93 79 88 70 74 65 79
FI 88 77 85 77 80 73 74
SE 87 70 80 67 63 56 72
UK 87 71 81 73 74 64 74
IS 91 76 83 72 65 60 69
NO 87 69 81 69 68 63 73
q7d - base respondents who have seen or heard about product recalls N=14093The figure is significantly different (plt005) compared to the EU28 result
q7d - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you remember seing or hearing in the past 2 years
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 28
64 Satisfaction with product recall information
Note Due to the low overall sample available is it not possible to draw statistically robust comparisons for specific countries Therefore no country results are displayed for question q16
q16 - Thinking about this product recall experience
which of the following statements apply to you
It increased
my confidence
in the
brandsellersh
op
I became more
distrustful of
the
brandsellersh
op
I started
paying more
attention to
information
about
product
recalls
EU28 544 301 635
EU27_2019 544 295 665
North 644 211 533
South 491 331 777
East 588 353 721
West 556 285 565
The figure is significantly different (plt005) compared to the EU28 result
q16 - base respondents who have seen or received notices about recalled
products that they have purchased N=2393
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 29
7 Vulnerable consumers
71 Awareness of rights and responsibilities
Consumersrsquo awareness of manufacturers being legally required to recall dangerous
products is associated most closely with their financial situation followed by
occupation and education
Consumersrsquo agreement with the statement that it is the responsibility of the
manufacturer to recall the product as soon as they know about the risks it poses is
associated most closely with their education level their age and with how many young
children they have
759 A 754 A 734 A 762 A 765 A 766 A 715 766 A 756 A
758 A 757 A 753 A 777 A 668 767 B 761 AB 740 A
781 BC 789 C 787 C 722 A 728 AB 702 A 707 A 740 AB
780 751 A 742 A 742 A 770 A 757 A 765 A
Retired
Online buying behaviour Children
q5_1 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q5_1 - Do you know if manufacturers are legally required to recall products that are dangerous to consumers - Yes I think they are
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
979 A 982 A 983 AB 984 B 972 A 978 AB 985 A 987 A 972
980 A 980 A 982 A 980 A 963 A 979 A 978 A 985 A
985 A 980 A 985 A 975 A 975 A 968 A 966 A 981 A
983 A 979 A 981 A 976 A 973 AB 983 AB 984 B
Retired
Online buying behaviour Children
q8b_1 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_1 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - It is the responsibility of the manufacturer to recall the product as soon as they know about the risks it poses
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 30
Consumersrsquo agreement with the statement that it is the responsibility of the seller to
inform consumers who purchased the product about the risk it poses is associated
most closely with their online buying behaviour their education level and their
occupation
Consumersrsquo agreement with the statement that consumers who learn about a recall
notice about a product they have purchased should act immediately is associated most
closely with their education level gender and financial status
884 A 883 A 891 A 885 A 882 A 866 A 909 A 898 A 867
870 AB 896 B 890 B 852 A 871 AB 881 A 884 A 885 A
876 ABC 894 BC 866 A 890 BC 845 AB 913 C 893 ABC 904 C
877 A 871 A 913 881 A 866 A 878 A 890 A
Retired
Online buying behaviour Children
q8b_2 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_2 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - It is the responsibility of the seller to inform consumers who purchased the product about the risks it poses
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
914 933 918 A 917 A 930 A 939 A 946 A 936 A 909
949 C 932 BC 926 B 895 A 918 ABC 919 A 929 A 920 A
923 A 917 A 920 A 926 A 927 A 919 A 946 A 926 A
926 A 918 A 929 A 908 A 914 AB 925 AB 937 B
Retired
Online buying behaviour Children
q8b_3 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_3 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - Consumers who learn about a recall notice about a product they have purchased should take action immediately
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 31
Consumersrsquo agreement with the statement that it is important for them to pay
attention to product recalls is associated most closely with their gender how many
young children they have and their age
72 Product registration
Consumersrsquo awareness that by registering a product they can be contacted directly in
case there is a problem with this product is associated most closely with their gender
their online buying behaviour and their education level
931 948 928 A 940 AB 939 A 958 B 943 AB 948 B 931 A
931 AB 938 AB 947 B 929 A 890 AB 941 A 941 A 936 A
932 A 943 A 946 A 942 A 932 A 938 A 927 A 931 A
939 A 935 A 948 A 926 A 934 A 930 A 956
Retired
Online buying behaviour Children
q8b_4 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_4 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - It is important for consumers to pay attention to product recalls
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
458 340 377 AB 418 C 413 BC 371 A 342 400 A 405 A
387 AB 389 A 390 A 434 B 413 AB 403 A 405 A 383 A
440 C 438 C 409 BC 381 AB 335 A 352 A 347 AB 385 AB
457 408 317 381 A 428 B 381 AB 410 AB
Retired
Online buying behaviour Children
q9a - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q9a - Did you know that by registering a product you can be contacted directly in case there is a problem with that product - Yes I did
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 32
Registering a product in order to be contacted in case of problems with a product is
associated most closely with consumersrsquo online buying behaviour their financial status
and their age
Consumersrsquo agreement with the statement that allowing the seller or manufacturer to
inform them about potential issues with the product is an important factor in their
decision to register a product is associated most closely with their financial status
710 A 716 A 721 AB 684 A 713 AB 774 B 746 A 705 A 714 A
815 B 709 A 701 A 709 A 768 AB 710 A 704 A 725 A
722 AB 729 AB 687 A 747 B 736 AB 697 AB 681 AB 721 AB
679 A 711 A 780 710 A 697 A 709 A 719 A
Retired
Online buying behaviour Children q9b - base EU28
respondents that know you
can be contacted in case
there is a problem with a
product after you registered
the product (N=8665)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q9b - And do you usually register the product so you can be contacted in case of problems with that product - Yes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
85 A 86 A 85 A 86 A 86 A 84 A 85 A 86 A 85 A
86 AB 84 A 86 AB 86 B 84 AB 85 A 86 A 86 A
85 A 86 A 85 A 87 A 83 A 84 A 85 A 87 A
86 A 86 A 85 A 85 A 84 A 86 A 86 A
2018
q10_3 - How important are the following factors in your decision to register your contact details when buying a product - Registration will
allow the seller or manufacturer to inform me about potential issues with the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_3 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 33
Consumersrsquo agreement with the statement that knowing that their data will not be
used for marketing purposes is an important factor in their decision to register a
product is associated most closely with their gender online buying behaviour and
education level
Consumersrsquo agreement with the statement that having trust in the brand or the seller
is an important factor in their decision to register a product is associated most closely
with their financial situation
83 87 85 AB 86 B 83 A 84 AB 81 A 86 B 84 AB
88 B 83 A 84 A 86 AB 83 AB 85 A 85 A 85 A
85 A 84 A 86 A 84 A 84 A 86 A 81 A 83 A
85 A 86 A 81 83 A 85 AB 83 A 86 B
2018
q10_4 - How important are the following factors in your decision to register your contact details when buying a product - I know my data
such as email address will not be used for marketing purposes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_4 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
80 A 81 A 81 A 82 A 80 A 79 A 82 A 81 A 80 A
81 AB 79 A 81 B 82 B 76 AB 80 A 81 A 80 A
80 A 82 A 81 A 80 A 77 A 81 A 77 A 82 A
81 A 81 A 78 A 81 A 79 A 80 A 81 A
2018
q10_5 - How important are the following factors in your decision to register your contact details when buying a product - I trust the brand or
seller
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_5 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 34
Consumersrsquo agreement with the statement that the product being expensive is an
important factor in their decision to register a product is associated most closely with
how many young children they have their financial situation and education level
73 Exposure to product recalls
Consumersrsquo exposure to product recall notices is associated most closely with their
online buying behaviour education level and occupation
69 A 70 A 71 A 68 A 69 A 69 A 70 AB 67 A 71 B
75 B 71 AB 68 A 69 A 66 AB 69 A 70 A 70 A
69 AB 70 AB 67 A 71 B 64 A 71 AB 70 AB 71 AB
69 A 70 A 69 A 69 A 71 AB 73 B 68 A
2018
q10_6 - How important are the following factors in your decision to register your contact details when buying a product - The product is
expensive
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_6 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
590 547 535 A 610 B 602 B 506 A 449 562 599
510 A 542 A 586 B 601 B 486 A 575 A 575 A 554 A
593 DE 602 DE 618 E 512 B 481 AB 520 ABC 446 A 564 CD
642 585 470 553 A 534 A 553 A 589
Retired
Online buying behaviour Children
q6 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q6 - Apart from the Ikea furniture and Samsung phone examples in the past 2 years have you seen or heard any other information notices
ads or announcements concerning the recall of a specific product - Yes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 35
Consumersrsquo exposure to product recalls for products they had purchased themselves is
associated most closely with their online buying behaviour gender and education
level
Consumersrsquo likelihood to have seen or heard information about product recalls in the
last 2 years is associated most closely with their gender age and education level
144 107 116 AB 142 C 135 BC 88 A 79 131 A 126 A
108 AB 121 ABC 122 B 147 C 84 A 133 B 128 AB 112 A
139 B 135 AB 135 B 96 A 95 AB 107 AB 92 A 129 AB
146 A 133 A 81 111 A 132 AB 123 AB 135 B
Retired
Online buying behaviour Children
q11 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q11 - In the last 2 years have you seen or received any notice or request to return a product you had purchased yourself - Yes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
846 741 727 822 A 819 A 802 A 743 800 A 796 A
730 A 776 AB 802 BC 824 C 753 ABC 819 B 778 A 792 AB
786 AB 788 AB 820 B 779 A 747 A 782 AB 788 AB 784 AB
811 B 781 A 796 AB 791 AB 750 A 778 AB 810 B
Retired
Online buying behaviour Childrenq7a_1 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7a_1 - In the last 2 years for which of the following product categories did you see or hear information about product recalls - Cars or other
motor vehicles
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 36
Consumersrsquo preference of receiving information about recalls of products they have
purchased via traditional press or media is associated most closely with their financial
status gender and age
Consumersrsquo preference of receiving information about recalls of products they have
purchased via online media is associated most closely with their age online buying
behaviour and with how many young children they have
809 842 787 839 A 838 A 842 A 786 A 839 820 A
798 A 841 B 840 B 780 A 755 A 831 A 822 A 823 A
814 ABC 808 ABC 843 D 815 BC 764 A 846 CD 772 AB 842 CD
801 831 A 842 A 828 A 816 A 816 A 828 A
Retired
Online buying behaviour Children
q18_1 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q18_1 - How would you prefer to receive information about recalls of products you have purchased - Traditional press or media
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
630 A 624 A 728 645 600 508 622 AB 640 B 615 A
597 A 635 A 632 A 615 A 602 A 623 A 635 A 620 A
629 ABC 656 C 646 C 643 BC 649 ABC 595 AB 643 ABC 587 A
686 654 532 627 A 672 B 642 AB 616 A
Retired
Online buying behaviour Children
q18_2 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q18_2 - How would you prefer to receive information about recalls of products you have purchased - Online media
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 37
Consumersrsquo preference to receive information about recalls of products they have
purchased directly is associated most closely with their online buying behaviour
gender and occupation
74 Consumer responses to product recalls
Consumersrsquo likelihood to check if a recall notice concerned a product they owned is
associated most closely with their online buying behaviour financial situation and
occupation
850 832 854 A 849 A 837 A 815 A 841 A 839 A 842 A
844 A 844 A 839 A 843 A 783 A 844 A 844 A 833 A
838 AB 871 B 846 AB 822 A 832 AB 838 AB 805 A 841 AB
877 835 A 813 A 835 A 809 A 843 A 848 A
Retired
Online buying behaviour Children
q18_6 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q18_6 - How would you prefer to receive information about recalls of products you have purchased - Directly
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
778 A 771 A 781 A 779 A 760 A 772 A 735 A 785 A 771 A
706 A 763 AB 792 C 771 BC 695 AB 780 A 772 A 771 A
768 AB 803 BC 817 C 723 A 717 A 760 ABC 774 ABC 742 A
812 765 A 735 A 760 A 782 A 798 A 776 A
2018
q7crow1_1 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You checked to see if it concerned a product you owned
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow1_1 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 38
Consumersrsquo likelihood to take no action even though they owned a recalled product is
associated most closely with their education level gender and financial status
Consumersrsquo likelihood to follow the instructions of the recall notice to send back the
product or contact the manufacturer or the seller is associated most closely with the
degree of urbanisation and their occupation
166 117 219 B 136 AB 122 AB 104 A 283 119 A 140 A
154 AB 163 B 138 B 130 B 56 A 136 A 142 A 145 A
136 ABC 131 ABC 111 AB 157 ABC 134 ABC 235 C 75 A 185 BC
136 A 141 A 152 A 132 A 113 A 140 A 154 A
2018
q7crow3_3 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You took no action even though you owned the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow3_3 - base EU28
respondents who have seen
or heard about product
recalls (N=2631)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
774 A 742 A 751 A 746 A 773 A 777 A 761 A 759 A 756 A
759 A 774 A 740 A 797 A 650 A 790 B 763 AB 719 A
796 A 835 A 770 A 735 A 651 A 743 A 651 A 703 A
770 A 760 A 730 A 721 A 797 A 742 A 780 A
2018
q7crow4_4 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You owned the product and followed the instructions of the recall notice to send back the product or
contact the manufacturerseller
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow4_4 - base EU28
respondents who have seen
or heard about product
recalls (N=2174)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 39
Consumersrsquo likelihood to tell other people about a product recall is associated most
closely with their financial status gender and age
75 Drivers of consumer actions
Consumersrsquo agreement with the statement that they would have taken action if the
potential danger was more clearly communicated and seemed serious is associated
most closely with how many young children they have and with their occupation
601 631 654 B 597 A 594 A 626 AB 636 AB 646 B 591 A
641 BC 676 C 622 B 524 A 551 AB 605 A 627 A 612 A
593 AB 639 AB 639 B 644 B 561 AB 548 A 604 AB 585 AB
619 AB 601 A 642 B 600 AB 588 AB 589 A 640 B
2018
q7crow5_5 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You told other people about it
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow5_5 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
894 A 906 A 884 A 901 A 904 A 917 A 915 A 912 A 891 A
920 A 902 A 903 A 890 A 862 A 908 A 901 A 892 A
876 A 915 AB 892 A 927 B 894 AB 924 AB 945 B 898 AB
901 A 895 A 912 A 911 AB 928 B 875 A 892 AB
Retired
Online buying behaviour Children q7cx1_1 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_1 - What would have made you take some action - If the potential danger was more clearly communicated and seemed serious
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 40
Consumersrsquo agreement with the statement that they would have taken action if the
specific action to take was more clearly communicated is associated most closely with
their financial status online buying behaviour and occupation
Consumersrsquo agreement with the statement that they would have taken action if the
product was expensive or valuable is associated most closely with their education
level age and financial status
836 A 852 A 832 AB 831 A 851 AB 883 B 849 A 858 A 834 A
866 AB 870 B 845 AB 812 A 761 A 841 A 834 A 857 A
841 AB 869 AB 838 AB 877 B 819 AB 862 AB 833 AB 822 A
842 AB 834 A 872 B 854 A 803 A 824 A 850 A
Retired
Online buying behaviour Children q7cx1_2 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_2 - What would have made you take some action - If the specific action to take was more clearly communicated
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
733 A 744 A 788 B 713 A 736 AB 724 AB 810 A 760 A 715
771 AB 773 B 733 A 701 A 713 AB 748 A 737 A 732 A
726 A 727 A 727 A 745 A 770 A 755 A 778 A 755 A
756 A 724 A 742 A 727 A 731 A 729 A 751 A
Retired
Online buying behaviour Children q7cx1_3 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_3 - What would have made you take some action - If the product was expensivevaluable
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 41
Consumersrsquo agreement with the statement that they would have taken action if they
knew someone who owned the product is associated most closely with their online
buying behaviour gender and occupation
Consumersrsquo agreement with the statement that they would have taken action if they
owned the product themselves is associated most closely with their financial status
their online buying behaviour and occupation
916 936 929 A 923 A 917 A 935 A 905 A 918 A 934 A
932 AB 923 AB 931 AB 910 A 955 B 918 A 931 A 927 A
928 AB 898 A 941 B 943 B 904 AB 882 AB 954 B 910 AB
951 911 A 917 A 915 A 894 A 920 A 938 A
Retired
Online buying behaviour Children q7cx1_4 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_4 - What would have made you take some action - If I knew someone who owned the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
976 A 983 A 983 A 979 A 974 A 980 A 981 A 983 A 977 A
989 BC 976 A 982 AB 973 A 995 C 980 A 979 A 979 A
975 AB 986 B 985 B 960 A 971 AB 981 AB 990 B 981 AB
986 B 973 A 981 AB 981 A 968 A 980 A 980 A
Retired
Online buying behaviour Children q7cx1_5 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10507)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_5 - What would have made you take some action - If I owned the product myself
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 42
Consumersrsquo agreement with the statement that it was clear which specific product was
recalled is associated most closely with their online buying behaviour
Consumersrsquo agreement with the statement that it was clear where the product has
been sold is associated most closely with their financial status and occupation
85 A 85 A 85 A 85 A 85 A 84 A 83 A 85 A 85 A
83 A 84 A 85 A 85 A 83 A 84 A 85 A 85 A
84 A 85 A 85 A 85 A 85 A 84 A 84 A 85 A
86 A 85 A 83 84 A 84 A 85 A 86 A
Retired
Online buying behaviour Childrenq7d_1 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_1 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear which specific product was recalled
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
74 A 75 A 76 A 75 A 74 A 73 A 73 A 76 A 74 A
73 A 73 A 75 AB 77 B 72 AB 75 A 75 A 74 A
74 A 73 A 75 AB 77 B 73 AB 72 A 74 AB 76 AB
74 A 75 A 75 A 74 A 74 A 75 A 75 A
Retired
Online buying behaviour Childrenq7d_2 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_2 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear where the product had been sold
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 43
Consumersrsquo agreement with the statement that it was clear what specific danger was
posed by the product is associated most closely with their age occupation and online
buying behaviour
Consumersrsquo agreement with the statement that it was clear who to contact for more
information is associated most closely with their online buying behaviour financial
status and with how many young children they have
79 A 80 A 79 AB 78 A 79 A 83 B 78 A 80 A 79 A
77 A 78 A 80 A 80 A 78 A 79 A 79 A 80 A
80 BC 77 A 80 BC 81 BC 78 ABC 80 ABC 83 C 78 AB
79 AB 80 B 78 A 78 A 79 A 80 A 80 A
Retired
Online buying behaviour Childrenq7d_3 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_3 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what specific danger was posed by the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
71 A 70 A 70 A 71 A 70 A 72 A 70 A 71 A 71 A
70 AB 69 A 71 AB 73 B 70 AB 71 A 71 A 71 A
71 AB 70 AB 70 A 73 B 68 AB 72 AB 72 AB 71 AB
72 B 71 AB 69 A 69 A 71 AB 73 B 72 B
Retired
Online buying behaviour Childrenq7d_4 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_4 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear who to contact for more information
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 44
Consumersrsquo agreement with the statement that it was clear what procedure to follow
to return replace or dispose of the product is associated most closely with their online
buying behaviour financial status and education level
Consumersrsquo agreement with the statement that it was clear what procedure to follow
to receive a reimbursement or compensation is associated most closely with their age
online buying behaviour and with how many young children they have
71 A 71 A 69 A 72 B 71 AB 72 AB 71 AB 73 B 70 A
68 A 70 A 71 A 74 B 70 AB 72 A 71 A 71 A
70 A 71 A 71 A 72 A 68 A 74 A 70 A 72 A
73 71 A 69 A 69 A 72 AB 71 AB 72 B
Retired
Online buying behaviour Childrenq7d_5 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_5 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what procedure to follow to return replace or dispose of the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
63 A 64 A 61 A 64 BC 62 AB 67 C 64 AB 65 B 62 A
62 AB 63 AB 64 AB 65 B 56 A 64 AB 64 B 62 A
62 A 62 A 63 A 67 B 63 AB 65 AB 69 B 64 AB
65 A 64 A 61 61 66 A 64 A 65 A
Retired
Online buying behaviour Childrenq7d_6 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_6 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what procedure to follow to receive a reimbursement or compensation
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 45
Consumersrsquo agreement with the statement that the communication was easy to access
and visible is associated most closely with their financial status gender and with how
many young children they have
Consumersrsquo agreement with the statement that minimum effort required on their part
is an important factor in their decision to register when buying a product is associated
most closely with their education level occupation and financial status
73 75 73 A 74 A 76 A 74 A 75 A 75 A 73 A
73 AB 72 A 75 B 77 66 A 74 A 75 A 74 A
74 A 73 A 75 A 75 A 74 A 72 A 73 A 73 A
75 A 74 A 73 A 73 A 75 AB 74 AB 75 B
Retired
Online buying behaviour Childrenq7d_7 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_7 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - The communication was easy to access and visible
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
75 A 77 A 78 B 76 AB 74 AB 73 A 81 75 A 75 A
79 BC 75 ABC 75 AB 78 C 68 A 76 A 75 A 76 A
73 B 75 BC 77 BC 76 BC 65 A 76 BC 71 ABC 78 C
77 A 75 A 74 A 75 A 75 A 74 A 77 A
Retired
Online buying behaviour Children q10_1 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q10_1 - How important are the following factors in your decision to register your contact details when buying a product - There is minimum
effort required on my part
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 46
Consumersrsquo agreement with the statement that receiving an incentive such as a
voucher discount or gift is an important factor in their decision to register when
buying a product is associated most closely with their financial status education level
and age
55 A 57 A 61 56 A 53 A 51 A 63 54 A 57 A
65 B 59 B 55 A 53 A 47 A 56 A 57 A 56 A
54 A 56 A 53 A 61 B 56 AB 58 AB 59 AB 58 AB
55 A 57 A 57 A 56 A 60 A 55 A 56 A
2018
q10_2 - How important are the following factors in your decision to register your contact details when buying a product - I receive an
incentive such as a voucher discount or gift
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_2 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 15
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 16
33 Drivers of consumer behaviour
Note for the following countries the base size is smaller than 100 LU CY EE LV LT MT and IS For these countries no robust comparisons can be made regarding q10
q10 - How important are the following factors in your decision to register your contact
details when buying a product
There is
minimum effort
required on my
part
I receive an
incentive such
as a voucher
discount or
gift
Registration will
allow the seller or
manufacturer to
inform me about
potential issues with
the product
I know my data
such as email
address will not
be used for
marketing
purposes
I trust the
brand or seller
The product is
expensive
EU28 76 56 86 85 81 69
EU27_2019 75 57 85 86 81 68
North 75 47 84 80 79 70
South 75 65 88 87 83 70
East 74 60 86 83 81 70
West 77 52 84 85 80 68
BE 68 55 84 79 78 66
BG 78 63 84 75 76 77
CZ 66 51 83 75 78 72
DK 72 38 83 79 80 64
DE 77 38 82 91 82 55
EE 73 59 87 84 77 78
IE 79 56 87 83 79 75
EL 78 61 89 83 74 75
ES 81 59 90 91 85 67
FR 76 71 86 86 81 76
HR 79 77 86 83 84 80
IT 70 67 87 85 83 71
CY 83 60 91 87 79 89
LV 72 69 82 74 76 77
LT 75 67 86 74 70 84
LU 75 66 79 80 76 63
HU 77 58 91 82 83 75
MT 82 58 88 88 88 63
NL 70 52 81 82 77 66
AT 77 47 82 88 83 53
PL 68 57 81 85 79 71
PT 77 68 90 87 83 74
RO 82 66 94 87 86 63
SI 77 65 89 71 82 75
SK 68 56 86 78 80 71
FI 79 44 85 85 83 68
SE 73 44 82 77 78 68
UK 79 50 86 79 78 76
IS 76 34 87 81 79 77
NO 68 43 81 79 73 68
q10 - base respondents who have registered a product so that they can be contacted in case there is a problem
with the product N=6175
The figure is significantly different (plt005) compared to the EU28 result
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 17
4 Exposure to product recalls
41 Overall exposure and exposure for products owned
Yes No Yes No
EU28 565 435 124 876
EU27_2019 543 457 119 881
North 606 394 84 916
South 456 544 130 870
East 463 537 54 946
West 657 343 152 848
BE 618 382 115 885
BG 222 778 29 971
CZ 613 387 45 955
DK 675 325 124 876
DE 676 324 166 834
EE 560 440 54 946
IE 707 293 167 833
EL 465 535 69 931
ES 313 687 91 909
FR 555 445 143 857
HR 505 495 157 843
IT 573 427 186 814
CY 261 739 15 985
LV 398 602 38 962
LT 380 620 32 968
LU 371 629 111 889
HU 486 514 60 940
MT 334 666 40 960
NL 692 308 103 897
AT 718 282 178 822
PL 434 566 56 944
PT 409 591 51 949
RO 447 553 45 955
SI 746 254 47 953
SK 572 428 35 965
FI 802 198 112 888
SE 569 431 74 926
UK 721 279 156 844
IS 648 352 79 921
NO 607 393 83 917
q6 amp q11 - base all respondents N=25541
The figure is significantly different (plt005) compared to the EU28 result
q6 - Apart from [two real-life examples of recalls] in the past 2 years have you seen or heard any other information notices ads or announcements concerning the recall of a specific product
q11 - In the last two years have you seen or received any notice or request to return a product you had purchased yourself
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 18
42 Exposure by product category
q7a - In the last 2 years for which of the following product categories did you see or
hear information about product recalls
Cars or other
motor vehicles
Home electrical
appliances such
as washing
machines water
boilers and
cookers
Electronic products
such as computers
mobile phones and
accessories such as
chargers
Products for
children Cosmetics Other
EU28 788 334 553 605 225 309
EU27_2019 777 274 547 616 247 313
North 732 272 589 692 148 259
South 788 226 558 570 276 204
East 667 212 506 669 283 339
West 827 412 560 591 198 342
BE 870 191 641 611 147 352
BG 624 144 362 530 229 120
CZ 610 173 445 894 241 257
DK 808 190 649 796 165 233
DE 878 266 492 551 211 359
EE 769 119 308 481 65 125
IE 845 427 650 570 164 416
EL 790 228 645 588 326 199
ES 889 130 445 656 350 53
FR 706 452 613 682 319 366
HR 730 374 611 717 424 229
IT 739 271 611 552 254 268
CY 474 198 197 494 138 118
LV 748 205 361 474 123 159
LT 644 418 644 561 172 216
LU 702 228 520 485 125 415
HU 739 246 450 639 163 239
MT 623 125 312 456 123 317
NL 788 256 595 751 173 410
AT 906 291 505 508 163 308
PL 583 161 503 643 322 443
PT 875 185 429 410 160 195
RO 891 332 657 546 235 289
SI 682 153 369 591 101 706
SK 459 130 380 805 506 263
FI 656 356 678 791 186 333
SE 750 263 535 626 118 259
UK 847 652 583 542 108 284
IS 869 96 526 799 117 202
NO 779 263 479 461 100 264
q7a - base respondents who have seen or heard about product recalls N=14093The figure is significantly different (plt005) compared to the EU28 result
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 19
Note Due to the low overall sample available is it not possible to draw statistically robust comparisons for specific countries Therefore no country results are displayed for questions q12a and q12b
43 Online versus offline purchases
q12a - Which product category did the recalled product belong to [this question refers
to general notices about product recalls]
Cars or other
motor
vehicles
Home electrical
appliances such
as washing
machines
water boilers
and cookers
Electronic
products such
as computers
tablets and
mobile phones
Electronic
product
accessories
such as
chargers and
adapters
Products for
childrenCosmetics Other
EU28 465 113 151 81 44 43 104
EU27_2019 436 100 167 84 50 49 114
North 352 116 165 115 93 11 148
South 404 97 161 133 40 56 109
East 238 118 227 89 108 69 151
West 530 119 135 54 34 35 93
q12a - base respondents who have seen or received notices about recalled products that they have
purchased N=2393
The figure is significantly different (plt005) compared to the EU28 result
q12b - Did you purchase the product
online or offline
Online Offline Donrsquot know
EU28 186 801 13
EU27_2019 191 798 12
North 154 782 64
South 144 850 06
East 260 726 15
West 197 791 12
q12b - base respondents who have seen or received notices about
recalled products that they have purchased N=2393
The figure is significantly different (plt005) compared to the EU28 result
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 20
44 Exposure by communication channel
q7b - How did you seehear about product recalls
Traditional
press or
media (eg
newspapers
television
radio etc)
Online media
A consumer
association or
a dedicated
information
service
platform
A physical
store
The sellerrsquos
or
manufacturer
rsquos website
A friend or
acquaintanceDonrsquot know
EU28 798 536 191 238 184 293 08
EU27_2019 796 537 194 221 183 305 07
North 797 507 111 139 146 183 11
South 772 540 210 171 172 377 06
East 754 608 151 128 218 303 07
West 819 519 202 301 183 270 08
BE 866 481 184 176 143 214 11
BG 673 391 32 55 112 189 18
CZ 848 612 210 116 245 303 02
DK 846 645 222 106 134 247 12
DE 868 507 162 307 136 254 06
EE 663 481 42 145 89 124 00
IE 808 580 195 320 208 270 16
EL 680 691 179 103 133 305 14
ES 883 520 171 140 111 345 04
FR 731 508 295 294 265 410 03
HR 602 384 274 199 320 513 00
IT 731 543 239 208 217 427 05
CY 567 344 22 35 144 199 00
LV 600 662 56 73 116 155 09
LT 659 702 154 170 227 348 29
LU 754 433 86 182 121 243 04
HU 729 547 125 86 108 198 03
MT 516 678 19 43 34 193 17
NL 832 569 216 207 185 168 16
AT 889 486 245 401 122 191 00
PL 668 689 143 124 246 272 11
PT 863 409 145 56 50 166 08
RO 898 628 167 178 228 452 08
SI 756 469 87 126 100 131 02
SK 791 549 70 83 193 201 00
FI 888 441 92 113 169 165 04
SE 760 408 58 184 130 132 13
UK 806 536 175 326 190 225 13
IS 850 680 157 128 155 202 00
NO 672 558 93 75 102 104 16
q7b - base respondents who have seen or heard about product recalls N=13835
The figure is significantly different (plt005) compared to the EU28 result
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 21
45 Preferred communication channels
q18 - How would you prefer to receive information about recalls of products you have
purchased
Traditional
press or media Online media
A consumer
association or a
dedicated
information
service platform
Visual
communication
The sellerrsquos or
manufacturerrsquos
website
Directly
Via a
notification
through a
mobile
application
EU28 825 624 545 635 559 840 554
EU27_2019 827 628 557 632 567 828 544
North 811 602 456 558 520 890 503
South 832 647 603 620 570 845 580
East 796 675 549 660 634 847 662
West 834 595 523 641 530 829 504
BE 866 625 544 629 592 878 576
BG 741 631 496 627 559 785 542
CZ 817 650 441 578 540 803 541
DK 832 661 498 492 404 881 437
DE 862 610 526 663 507 789 366
EE 800 636 370 551 480 866 468
IE 829 627 550 705 550 921 676
EL 749 725 676 603 605 855 716
ES 877 656 675 733 635 869 650
FR 793 545 556 606 558 769 544
HR 750 659 544 572 558 813 594
IT 817 632 520 535 514 819 491
CY 811 596 535 437 501 764 504
LV 690 654 497 667 585 840 587
LT 679 698 547 611 611 844 562
LU 861 618 467 675 583 747 446
HU 790 657 554 669 580 775 573
MT 732 687 595 498 487 957 700
NL 884 666 549 578 585 836 572
AT 905 616 636 703 525 837 412
PL 826 708 577 705 709 862 734
PT 817 623 708 651 580 888 662
RO 774 683 623 698 663 942 772
SI 684 524 337 405 275 659 227
SK 780 627 440 564 583 802 537
FI 903 624 478 562 554 905 577
SE 811 513 395 558 532 915 470
UK 808 597 458 652 505 928 619
IS 891 799 627 608 595 914 594
NO 703 536 416 475 387 933 499
q18 - base all respondents N=25541The figure is significantly different (plt005) compared to the EU28 result
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 22
5 Consumer responses to product recalls
51 Responses to general product recall information
Note the last column of this table is based on a derived proportion of those respondents who owned the product but 1) did not follow the instrution of the notice and 2) did not say that they took no action in response to it
52 Responses to product recalls for products owned
Note Due to the low overall sample available is it not possible to draw statistically robust comparisons for specific countries Therefore no country results are displayed for question q12c
You checked
to see if it
concerned a
product you
owned
You took no
action
because you
did not own
the product
Told other
people about
it
Owned the product
and followed the
instructions of the
recall notice
Took no
action even
though you
owned the
product
Took some action but
did not follow the
instructions of the
recall notice1
EU28 774 790 616 649 143 208
EU27_2019 765 802 625 634 161 205
North 659 801 447 467 198 335
South 827 802 731 748 130 123
East 684 783 665 424 157 419
West 790 786 577 694 139 168
The figure is significantly different (plt005) compared to the EU28 result
q7c1 - base respondents who have seen or heard about product recalls N=14093
q7c1 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the communication about the product recall
q12c - Thinking about this product recall what actions did you take in response
You contacted
the
manufacturer
seller for more
information
You contacted
the
manufacturer
seller for
reimbursement
You returned
the product
You threw
the product
away
You
continued
using the
product with
extra caution
You told
others about
the product
recall
You took no
action
EU28 557 413 463 73 312 490 39
EU27_2019 547 434 448 81 280 483 41
North 394 394 471 50 141 273 118
South 561 360 404 118 277 530 25
East 490 446 476 118 276 427 72
West 574 433 488 48 342 493 37
q12c - base respondents who have seen or received notices about recalled products that they have
purchased N=2393
The figure is significantly different (plt005) compared to the EU28 result
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 23
53 Drivers of consumer actions ndash hypothetical scenario
If the
potential
danger was
clearly
communicated
and it seemed
serious
If the specific
action to take
was clearly
communicate
d
If the product
was
expensiveva
luable
If there was
a financial
incentive
If I had
already
experienced
the issue that
was identified
in the
product recall
Other
EU28 955 935 799 648 919 440
EU27_2019 952 931 791 650 915 434
North 967 922 865 725 946 426
South 950 944 744 635 906 346
East 950 923 782 658 914 540
West 959 936 827 643 924 452
BE 940 921 837 664 888 540
BG 879 819 732 653 797 556
CZ 954 926 867 814 876 599
DK 970 888 852 726 940 358
DE 974 959 858 654 969 416
EE 974 933 897 760 962 754
IE 959 933 884 666 933 529
EL 962 934 818 660 938 483
ES 974 962 704 600 955 182
FR 917 874 743 638 833 402
HR 870 811 752 645 707 290
IT 924 926 734 635 851 365
CY 967 948 835 730 939 597
LV 924 914 899 859 934 641
LT 936 927 888 737 924 352
LU 950 923 884 712 959 552
HU 961 924 871 697 957 624
MT 949 928 849 769 906 481
NL 974 952 847 615 952 664
AT 971 957 865 663 973 382
PL 961 924 867 679 963 562
PT 984 972 893 747 973 804
RO 955 969 519 471 886 471
SI 987 982 945 887 987 545
SK 976 953 830 737 950 541
FI 975 946 875 653 967 541
SE 977 926 849 730 943 338
UK 979 962 853 634 948 485
IS 972 939 797 626 940 344
NO 961 931 877 780 948 429
q8a1 - base all respondents N=25541
The figure is significantly different (plt005) compared to the EU28 result
q8a1 - If you heard [about two real-life examples of product recalls] and you owned one of [the recalled products] what would have made you take any actions
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 24
If the potential
danger was
clearly
communicated
and it seemed
serious
If the specific
action to take
was clearly
communicated
If the product
was
expensiveva
luable
If there was
a financial
incentive
If the person I
knew had already
experienced the
issue that was
identified in the
product recall
Other
EU28 948 920 751 618 903 427
EU27_2019 943 916 745 622 898 422
North 948 887 780 636 887 405
South 947 927 708 609 898 327
East 946 921 760 638 914 552
West 949 920 767 613 902 433
BE 917 887 762 602 887 527
BG 869 820 737 637 805 555
CZ 953 917 836 794 919 600
DK 938 857 734 606 871 342
DE 958 937 802 636 945 395
EE 958 946 874 635 934 753
IE 962 939 802 609 929 516
EL 950 917 777 636 906 486
ES 980 946 656 570 959 144
FR 914 880 687 625 814 392
HR 866 843 712 644 722 294
IT 917 911 709 610 851 357
CY 854 808 692 577 808 491
LV 915 883 855 819 895 637
LT 934 889 826 712 870 349
LU 880 855 823 656 941 514
HU 954 916 819 679 912 634
MT 887 858 783 682 849 441
NL 945 898 758 553 876 637
AT 950 941 808 630 938 359
PL 956 925 847 661 960 576
PT 979 954 864 744 909 784
RO 956 962 506 454 889 498
SI 978 974 942 894 977 543
SK 968 940 806 663 938 530
FI 961 927 812 531 902 509
SE 955 874 748 655 886 308
UK 977 945 793 588 936 457
IS 964 900 726 518 912 335
NO 950 910 824 720 916 411
q8a2 - base all respondents N=25541
The figure is significantly different (plt005) compared to the EU28 result
q8a2 - If you heard [about two real-life examples of product recalls] and you knew someone who owned one of [the recalled products] what would have made you take any actions
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 25
54 Drivers of consumer actions ndash real scenario
q7cx1 - What would have made you take some action
If the potential
danger was
more clearly
communicated
and seemed
serious
If the specific
action to take
was more
clearly
communicated
If the product
was expensive
valuable
If I knew
someone who
owned the
product
If I owned the
product myself
EU28 900 843 739 926 979
EU27_2019 895 843 735 918 978
North 901 780 770 913 968
South 933 881 731 907 990
East 945 903 778 947 971
West 875 820 727 928 979
BE 921 837 753 916 975
BG 958 874 808 875 879
CZ 975 947 880 947 971
DK 934 873 759 944 978
DE 826 785 714 952 989
EE 961 887 885 955 992
IE 924 844 779 944 987
EL 984 950 860 944 990
ES 951 867 675 984 1000
FR 882 860 701 844 946
HR 892 837 847 820 890
IT 911 864 715 861 987
CY 973 963 891 950 988
LV 921 894 888 913 963
LT 918 868 852 856 969
LU 830 856 839 934 975
HU 932 924 791 951 984
MT 944 884 822 895 972
NL 888 778 746 924 979
AT 846 779 701 933 988
PL 963 911 849 972 983
PT 989 975 890 986 986
RO 896 850 500 926 972
SI 994 981 968 992 1000
SK 964 917 820 974 981
FI 877 701 764 884 964
SE 885 735 732 921 963
UK 929 847 760 969 989
IS 974 913 767 940 990
NO 865 813 857 941 978
The figure is significantly different (plt005) compared to the EU28 resultq7cx1 - base respondents who have seen or heard about product recalls but took no
action N=11741
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 26
6 The impact of product recalls
61 Responses from manufacturerssellers
Note Due to the low overall sample available is it not possible to draw statistically robust comparisons for specific countries Therefore no country results are displayed for questions q13 and q15
62 Consumer satisfaction with the recall experience
q13 - How did the manufacturerseller respond to your contact about
the recall
They offered
to repair the
product
They offered
to replace
the product
They asked
me to throw
the product
away
They asked
me to return
the product
They offered
to reimburse
me
They offered
no
compensation
EU28 689 585 46 513 343 247
EU27_2019 655 616 53 503 380 223
North 607 587 79 544 361 294
South 618 609 71 413 283 262
East 594 746 122 720 398 296
West 734 556 25 531 362 232
q13 - base respondents who have seen or received notices about recalled products that they have
purchased and made contact right away N=1248
The figure is significantly different (plt005) compared to the EU28 result
q15 - How satisfied or dissatisfied are you with
the following aspects of the product recall
process
The time it
required
The ease of
the process
The
compensatio
nreimburse
ment if any
The assistance
received from the
manufacturer
seller in resolving
any issues if any
EU28 71 76 70 78
EU27_2019 72 77 74 79
North 68 74 69 77
South 75 78 73 80
East 69 73 75 76
West 69 76 69 78
The figure is significantly different (plt005) compared to the EU28 result
q15 - base respondents who have seen or received notices about recalled
products that they have purchased N=2393
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 27
63 Satisfaction with product recall information
It was clear
which specific
product was
recalled
It was clear
where the
product had
been sold
It was clear
what specific
danger was
posed by the
product
It was clear
who to contact
for more
information
It was clear what
procedure to
follow to return
replace or
dispose of the
product
It was clear what
procedure to follow
to receive a
reimbursement or
compensation
The
communication
was easy to
access and
visible
EU28 85 75 79 71 71 63 74
EU27_2019 84 76 79 70 71 63 74
North 86 73 81 69 68 60 72
South 85 75 80 71 69 62 74
East 86 78 82 69 73 65 72
West 85 74 78 72 72 64 75
BE 85 76 75 68 68 58 73
BG 83 75 80 64 60 55 78
CZ 84 78 85 72 76 66 75
DK 85 72 79 67 68 57 67
DE 84 73 77 69 70 62 76
EE 90 75 82 68 62 51 78
IE 87 76 80 75 77 69 75
EL 85 68 77 62 65 51 71
ES 82 76 80 66 62 54 69
FR 82 78 77 75 74 70 74
HR 81 79 79 74 75 74 76
IT 86 77 81 74 73 67 77
CY 84 79 73 62 58 54 72
LV 85 71 80 58 58 48 72
LT 81 73 77 62 60 50 73
LU 74 70 69 65 65 62 75
HU 90 82 86 76 76 72 79
MT 85 71 78 64 64 58 70
NL 86 79 79 72 72 65 75
AT 80 70 76 67 65 57 75
PL 83 75 78 62 70 59 62
PT 85 64 77 67 65 55 75
RO 90 80 84 75 74 68 80
SI 92 84 83 81 80 72 83
SK 93 79 88 70 74 65 79
FI 88 77 85 77 80 73 74
SE 87 70 80 67 63 56 72
UK 87 71 81 73 74 64 74
IS 91 76 83 72 65 60 69
NO 87 69 81 69 68 63 73
q7d - base respondents who have seen or heard about product recalls N=14093The figure is significantly different (plt005) compared to the EU28 result
q7d - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you remember seing or hearing in the past 2 years
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 28
64 Satisfaction with product recall information
Note Due to the low overall sample available is it not possible to draw statistically robust comparisons for specific countries Therefore no country results are displayed for question q16
q16 - Thinking about this product recall experience
which of the following statements apply to you
It increased
my confidence
in the
brandsellersh
op
I became more
distrustful of
the
brandsellersh
op
I started
paying more
attention to
information
about
product
recalls
EU28 544 301 635
EU27_2019 544 295 665
North 644 211 533
South 491 331 777
East 588 353 721
West 556 285 565
The figure is significantly different (plt005) compared to the EU28 result
q16 - base respondents who have seen or received notices about recalled
products that they have purchased N=2393
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 29
7 Vulnerable consumers
71 Awareness of rights and responsibilities
Consumersrsquo awareness of manufacturers being legally required to recall dangerous
products is associated most closely with their financial situation followed by
occupation and education
Consumersrsquo agreement with the statement that it is the responsibility of the
manufacturer to recall the product as soon as they know about the risks it poses is
associated most closely with their education level their age and with how many young
children they have
759 A 754 A 734 A 762 A 765 A 766 A 715 766 A 756 A
758 A 757 A 753 A 777 A 668 767 B 761 AB 740 A
781 BC 789 C 787 C 722 A 728 AB 702 A 707 A 740 AB
780 751 A 742 A 742 A 770 A 757 A 765 A
Retired
Online buying behaviour Children
q5_1 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q5_1 - Do you know if manufacturers are legally required to recall products that are dangerous to consumers - Yes I think they are
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
979 A 982 A 983 AB 984 B 972 A 978 AB 985 A 987 A 972
980 A 980 A 982 A 980 A 963 A 979 A 978 A 985 A
985 A 980 A 985 A 975 A 975 A 968 A 966 A 981 A
983 A 979 A 981 A 976 A 973 AB 983 AB 984 B
Retired
Online buying behaviour Children
q8b_1 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_1 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - It is the responsibility of the manufacturer to recall the product as soon as they know about the risks it poses
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 30
Consumersrsquo agreement with the statement that it is the responsibility of the seller to
inform consumers who purchased the product about the risk it poses is associated
most closely with their online buying behaviour their education level and their
occupation
Consumersrsquo agreement with the statement that consumers who learn about a recall
notice about a product they have purchased should act immediately is associated most
closely with their education level gender and financial status
884 A 883 A 891 A 885 A 882 A 866 A 909 A 898 A 867
870 AB 896 B 890 B 852 A 871 AB 881 A 884 A 885 A
876 ABC 894 BC 866 A 890 BC 845 AB 913 C 893 ABC 904 C
877 A 871 A 913 881 A 866 A 878 A 890 A
Retired
Online buying behaviour Children
q8b_2 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_2 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - It is the responsibility of the seller to inform consumers who purchased the product about the risks it poses
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
914 933 918 A 917 A 930 A 939 A 946 A 936 A 909
949 C 932 BC 926 B 895 A 918 ABC 919 A 929 A 920 A
923 A 917 A 920 A 926 A 927 A 919 A 946 A 926 A
926 A 918 A 929 A 908 A 914 AB 925 AB 937 B
Retired
Online buying behaviour Children
q8b_3 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_3 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - Consumers who learn about a recall notice about a product they have purchased should take action immediately
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 31
Consumersrsquo agreement with the statement that it is important for them to pay
attention to product recalls is associated most closely with their gender how many
young children they have and their age
72 Product registration
Consumersrsquo awareness that by registering a product they can be contacted directly in
case there is a problem with this product is associated most closely with their gender
their online buying behaviour and their education level
931 948 928 A 940 AB 939 A 958 B 943 AB 948 B 931 A
931 AB 938 AB 947 B 929 A 890 AB 941 A 941 A 936 A
932 A 943 A 946 A 942 A 932 A 938 A 927 A 931 A
939 A 935 A 948 A 926 A 934 A 930 A 956
Retired
Online buying behaviour Children
q8b_4 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_4 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - It is important for consumers to pay attention to product recalls
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
458 340 377 AB 418 C 413 BC 371 A 342 400 A 405 A
387 AB 389 A 390 A 434 B 413 AB 403 A 405 A 383 A
440 C 438 C 409 BC 381 AB 335 A 352 A 347 AB 385 AB
457 408 317 381 A 428 B 381 AB 410 AB
Retired
Online buying behaviour Children
q9a - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q9a - Did you know that by registering a product you can be contacted directly in case there is a problem with that product - Yes I did
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 32
Registering a product in order to be contacted in case of problems with a product is
associated most closely with consumersrsquo online buying behaviour their financial status
and their age
Consumersrsquo agreement with the statement that allowing the seller or manufacturer to
inform them about potential issues with the product is an important factor in their
decision to register a product is associated most closely with their financial status
710 A 716 A 721 AB 684 A 713 AB 774 B 746 A 705 A 714 A
815 B 709 A 701 A 709 A 768 AB 710 A 704 A 725 A
722 AB 729 AB 687 A 747 B 736 AB 697 AB 681 AB 721 AB
679 A 711 A 780 710 A 697 A 709 A 719 A
Retired
Online buying behaviour Children q9b - base EU28
respondents that know you
can be contacted in case
there is a problem with a
product after you registered
the product (N=8665)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q9b - And do you usually register the product so you can be contacted in case of problems with that product - Yes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
85 A 86 A 85 A 86 A 86 A 84 A 85 A 86 A 85 A
86 AB 84 A 86 AB 86 B 84 AB 85 A 86 A 86 A
85 A 86 A 85 A 87 A 83 A 84 A 85 A 87 A
86 A 86 A 85 A 85 A 84 A 86 A 86 A
2018
q10_3 - How important are the following factors in your decision to register your contact details when buying a product - Registration will
allow the seller or manufacturer to inform me about potential issues with the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_3 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 33
Consumersrsquo agreement with the statement that knowing that their data will not be
used for marketing purposes is an important factor in their decision to register a
product is associated most closely with their gender online buying behaviour and
education level
Consumersrsquo agreement with the statement that having trust in the brand or the seller
is an important factor in their decision to register a product is associated most closely
with their financial situation
83 87 85 AB 86 B 83 A 84 AB 81 A 86 B 84 AB
88 B 83 A 84 A 86 AB 83 AB 85 A 85 A 85 A
85 A 84 A 86 A 84 A 84 A 86 A 81 A 83 A
85 A 86 A 81 83 A 85 AB 83 A 86 B
2018
q10_4 - How important are the following factors in your decision to register your contact details when buying a product - I know my data
such as email address will not be used for marketing purposes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_4 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
80 A 81 A 81 A 82 A 80 A 79 A 82 A 81 A 80 A
81 AB 79 A 81 B 82 B 76 AB 80 A 81 A 80 A
80 A 82 A 81 A 80 A 77 A 81 A 77 A 82 A
81 A 81 A 78 A 81 A 79 A 80 A 81 A
2018
q10_5 - How important are the following factors in your decision to register your contact details when buying a product - I trust the brand or
seller
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_5 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 34
Consumersrsquo agreement with the statement that the product being expensive is an
important factor in their decision to register a product is associated most closely with
how many young children they have their financial situation and education level
73 Exposure to product recalls
Consumersrsquo exposure to product recall notices is associated most closely with their
online buying behaviour education level and occupation
69 A 70 A 71 A 68 A 69 A 69 A 70 AB 67 A 71 B
75 B 71 AB 68 A 69 A 66 AB 69 A 70 A 70 A
69 AB 70 AB 67 A 71 B 64 A 71 AB 70 AB 71 AB
69 A 70 A 69 A 69 A 71 AB 73 B 68 A
2018
q10_6 - How important are the following factors in your decision to register your contact details when buying a product - The product is
expensive
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_6 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
590 547 535 A 610 B 602 B 506 A 449 562 599
510 A 542 A 586 B 601 B 486 A 575 A 575 A 554 A
593 DE 602 DE 618 E 512 B 481 AB 520 ABC 446 A 564 CD
642 585 470 553 A 534 A 553 A 589
Retired
Online buying behaviour Children
q6 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q6 - Apart from the Ikea furniture and Samsung phone examples in the past 2 years have you seen or heard any other information notices
ads or announcements concerning the recall of a specific product - Yes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 35
Consumersrsquo exposure to product recalls for products they had purchased themselves is
associated most closely with their online buying behaviour gender and education
level
Consumersrsquo likelihood to have seen or heard information about product recalls in the
last 2 years is associated most closely with their gender age and education level
144 107 116 AB 142 C 135 BC 88 A 79 131 A 126 A
108 AB 121 ABC 122 B 147 C 84 A 133 B 128 AB 112 A
139 B 135 AB 135 B 96 A 95 AB 107 AB 92 A 129 AB
146 A 133 A 81 111 A 132 AB 123 AB 135 B
Retired
Online buying behaviour Children
q11 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q11 - In the last 2 years have you seen or received any notice or request to return a product you had purchased yourself - Yes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
846 741 727 822 A 819 A 802 A 743 800 A 796 A
730 A 776 AB 802 BC 824 C 753 ABC 819 B 778 A 792 AB
786 AB 788 AB 820 B 779 A 747 A 782 AB 788 AB 784 AB
811 B 781 A 796 AB 791 AB 750 A 778 AB 810 B
Retired
Online buying behaviour Childrenq7a_1 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7a_1 - In the last 2 years for which of the following product categories did you see or hear information about product recalls - Cars or other
motor vehicles
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 36
Consumersrsquo preference of receiving information about recalls of products they have
purchased via traditional press or media is associated most closely with their financial
status gender and age
Consumersrsquo preference of receiving information about recalls of products they have
purchased via online media is associated most closely with their age online buying
behaviour and with how many young children they have
809 842 787 839 A 838 A 842 A 786 A 839 820 A
798 A 841 B 840 B 780 A 755 A 831 A 822 A 823 A
814 ABC 808 ABC 843 D 815 BC 764 A 846 CD 772 AB 842 CD
801 831 A 842 A 828 A 816 A 816 A 828 A
Retired
Online buying behaviour Children
q18_1 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q18_1 - How would you prefer to receive information about recalls of products you have purchased - Traditional press or media
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
630 A 624 A 728 645 600 508 622 AB 640 B 615 A
597 A 635 A 632 A 615 A 602 A 623 A 635 A 620 A
629 ABC 656 C 646 C 643 BC 649 ABC 595 AB 643 ABC 587 A
686 654 532 627 A 672 B 642 AB 616 A
Retired
Online buying behaviour Children
q18_2 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q18_2 - How would you prefer to receive information about recalls of products you have purchased - Online media
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 37
Consumersrsquo preference to receive information about recalls of products they have
purchased directly is associated most closely with their online buying behaviour
gender and occupation
74 Consumer responses to product recalls
Consumersrsquo likelihood to check if a recall notice concerned a product they owned is
associated most closely with their online buying behaviour financial situation and
occupation
850 832 854 A 849 A 837 A 815 A 841 A 839 A 842 A
844 A 844 A 839 A 843 A 783 A 844 A 844 A 833 A
838 AB 871 B 846 AB 822 A 832 AB 838 AB 805 A 841 AB
877 835 A 813 A 835 A 809 A 843 A 848 A
Retired
Online buying behaviour Children
q18_6 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q18_6 - How would you prefer to receive information about recalls of products you have purchased - Directly
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
778 A 771 A 781 A 779 A 760 A 772 A 735 A 785 A 771 A
706 A 763 AB 792 C 771 BC 695 AB 780 A 772 A 771 A
768 AB 803 BC 817 C 723 A 717 A 760 ABC 774 ABC 742 A
812 765 A 735 A 760 A 782 A 798 A 776 A
2018
q7crow1_1 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You checked to see if it concerned a product you owned
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow1_1 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 38
Consumersrsquo likelihood to take no action even though they owned a recalled product is
associated most closely with their education level gender and financial status
Consumersrsquo likelihood to follow the instructions of the recall notice to send back the
product or contact the manufacturer or the seller is associated most closely with the
degree of urbanisation and their occupation
166 117 219 B 136 AB 122 AB 104 A 283 119 A 140 A
154 AB 163 B 138 B 130 B 56 A 136 A 142 A 145 A
136 ABC 131 ABC 111 AB 157 ABC 134 ABC 235 C 75 A 185 BC
136 A 141 A 152 A 132 A 113 A 140 A 154 A
2018
q7crow3_3 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You took no action even though you owned the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow3_3 - base EU28
respondents who have seen
or heard about product
recalls (N=2631)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
774 A 742 A 751 A 746 A 773 A 777 A 761 A 759 A 756 A
759 A 774 A 740 A 797 A 650 A 790 B 763 AB 719 A
796 A 835 A 770 A 735 A 651 A 743 A 651 A 703 A
770 A 760 A 730 A 721 A 797 A 742 A 780 A
2018
q7crow4_4 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You owned the product and followed the instructions of the recall notice to send back the product or
contact the manufacturerseller
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow4_4 - base EU28
respondents who have seen
or heard about product
recalls (N=2174)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 39
Consumersrsquo likelihood to tell other people about a product recall is associated most
closely with their financial status gender and age
75 Drivers of consumer actions
Consumersrsquo agreement with the statement that they would have taken action if the
potential danger was more clearly communicated and seemed serious is associated
most closely with how many young children they have and with their occupation
601 631 654 B 597 A 594 A 626 AB 636 AB 646 B 591 A
641 BC 676 C 622 B 524 A 551 AB 605 A 627 A 612 A
593 AB 639 AB 639 B 644 B 561 AB 548 A 604 AB 585 AB
619 AB 601 A 642 B 600 AB 588 AB 589 A 640 B
2018
q7crow5_5 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You told other people about it
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow5_5 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
894 A 906 A 884 A 901 A 904 A 917 A 915 A 912 A 891 A
920 A 902 A 903 A 890 A 862 A 908 A 901 A 892 A
876 A 915 AB 892 A 927 B 894 AB 924 AB 945 B 898 AB
901 A 895 A 912 A 911 AB 928 B 875 A 892 AB
Retired
Online buying behaviour Children q7cx1_1 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_1 - What would have made you take some action - If the potential danger was more clearly communicated and seemed serious
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 40
Consumersrsquo agreement with the statement that they would have taken action if the
specific action to take was more clearly communicated is associated most closely with
their financial status online buying behaviour and occupation
Consumersrsquo agreement with the statement that they would have taken action if the
product was expensive or valuable is associated most closely with their education
level age and financial status
836 A 852 A 832 AB 831 A 851 AB 883 B 849 A 858 A 834 A
866 AB 870 B 845 AB 812 A 761 A 841 A 834 A 857 A
841 AB 869 AB 838 AB 877 B 819 AB 862 AB 833 AB 822 A
842 AB 834 A 872 B 854 A 803 A 824 A 850 A
Retired
Online buying behaviour Children q7cx1_2 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_2 - What would have made you take some action - If the specific action to take was more clearly communicated
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
733 A 744 A 788 B 713 A 736 AB 724 AB 810 A 760 A 715
771 AB 773 B 733 A 701 A 713 AB 748 A 737 A 732 A
726 A 727 A 727 A 745 A 770 A 755 A 778 A 755 A
756 A 724 A 742 A 727 A 731 A 729 A 751 A
Retired
Online buying behaviour Children q7cx1_3 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_3 - What would have made you take some action - If the product was expensivevaluable
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 41
Consumersrsquo agreement with the statement that they would have taken action if they
knew someone who owned the product is associated most closely with their online
buying behaviour gender and occupation
Consumersrsquo agreement with the statement that they would have taken action if they
owned the product themselves is associated most closely with their financial status
their online buying behaviour and occupation
916 936 929 A 923 A 917 A 935 A 905 A 918 A 934 A
932 AB 923 AB 931 AB 910 A 955 B 918 A 931 A 927 A
928 AB 898 A 941 B 943 B 904 AB 882 AB 954 B 910 AB
951 911 A 917 A 915 A 894 A 920 A 938 A
Retired
Online buying behaviour Children q7cx1_4 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_4 - What would have made you take some action - If I knew someone who owned the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
976 A 983 A 983 A 979 A 974 A 980 A 981 A 983 A 977 A
989 BC 976 A 982 AB 973 A 995 C 980 A 979 A 979 A
975 AB 986 B 985 B 960 A 971 AB 981 AB 990 B 981 AB
986 B 973 A 981 AB 981 A 968 A 980 A 980 A
Retired
Online buying behaviour Children q7cx1_5 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10507)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_5 - What would have made you take some action - If I owned the product myself
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 42
Consumersrsquo agreement with the statement that it was clear which specific product was
recalled is associated most closely with their online buying behaviour
Consumersrsquo agreement with the statement that it was clear where the product has
been sold is associated most closely with their financial status and occupation
85 A 85 A 85 A 85 A 85 A 84 A 83 A 85 A 85 A
83 A 84 A 85 A 85 A 83 A 84 A 85 A 85 A
84 A 85 A 85 A 85 A 85 A 84 A 84 A 85 A
86 A 85 A 83 84 A 84 A 85 A 86 A
Retired
Online buying behaviour Childrenq7d_1 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_1 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear which specific product was recalled
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
74 A 75 A 76 A 75 A 74 A 73 A 73 A 76 A 74 A
73 A 73 A 75 AB 77 B 72 AB 75 A 75 A 74 A
74 A 73 A 75 AB 77 B 73 AB 72 A 74 AB 76 AB
74 A 75 A 75 A 74 A 74 A 75 A 75 A
Retired
Online buying behaviour Childrenq7d_2 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_2 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear where the product had been sold
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 43
Consumersrsquo agreement with the statement that it was clear what specific danger was
posed by the product is associated most closely with their age occupation and online
buying behaviour
Consumersrsquo agreement with the statement that it was clear who to contact for more
information is associated most closely with their online buying behaviour financial
status and with how many young children they have
79 A 80 A 79 AB 78 A 79 A 83 B 78 A 80 A 79 A
77 A 78 A 80 A 80 A 78 A 79 A 79 A 80 A
80 BC 77 A 80 BC 81 BC 78 ABC 80 ABC 83 C 78 AB
79 AB 80 B 78 A 78 A 79 A 80 A 80 A
Retired
Online buying behaviour Childrenq7d_3 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_3 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what specific danger was posed by the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
71 A 70 A 70 A 71 A 70 A 72 A 70 A 71 A 71 A
70 AB 69 A 71 AB 73 B 70 AB 71 A 71 A 71 A
71 AB 70 AB 70 A 73 B 68 AB 72 AB 72 AB 71 AB
72 B 71 AB 69 A 69 A 71 AB 73 B 72 B
Retired
Online buying behaviour Childrenq7d_4 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_4 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear who to contact for more information
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 44
Consumersrsquo agreement with the statement that it was clear what procedure to follow
to return replace or dispose of the product is associated most closely with their online
buying behaviour financial status and education level
Consumersrsquo agreement with the statement that it was clear what procedure to follow
to receive a reimbursement or compensation is associated most closely with their age
online buying behaviour and with how many young children they have
71 A 71 A 69 A 72 B 71 AB 72 AB 71 AB 73 B 70 A
68 A 70 A 71 A 74 B 70 AB 72 A 71 A 71 A
70 A 71 A 71 A 72 A 68 A 74 A 70 A 72 A
73 71 A 69 A 69 A 72 AB 71 AB 72 B
Retired
Online buying behaviour Childrenq7d_5 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_5 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what procedure to follow to return replace or dispose of the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
63 A 64 A 61 A 64 BC 62 AB 67 C 64 AB 65 B 62 A
62 AB 63 AB 64 AB 65 B 56 A 64 AB 64 B 62 A
62 A 62 A 63 A 67 B 63 AB 65 AB 69 B 64 AB
65 A 64 A 61 61 66 A 64 A 65 A
Retired
Online buying behaviour Childrenq7d_6 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_6 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what procedure to follow to receive a reimbursement or compensation
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 45
Consumersrsquo agreement with the statement that the communication was easy to access
and visible is associated most closely with their financial status gender and with how
many young children they have
Consumersrsquo agreement with the statement that minimum effort required on their part
is an important factor in their decision to register when buying a product is associated
most closely with their education level occupation and financial status
73 75 73 A 74 A 76 A 74 A 75 A 75 A 73 A
73 AB 72 A 75 B 77 66 A 74 A 75 A 74 A
74 A 73 A 75 A 75 A 74 A 72 A 73 A 73 A
75 A 74 A 73 A 73 A 75 AB 74 AB 75 B
Retired
Online buying behaviour Childrenq7d_7 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_7 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - The communication was easy to access and visible
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
75 A 77 A 78 B 76 AB 74 AB 73 A 81 75 A 75 A
79 BC 75 ABC 75 AB 78 C 68 A 76 A 75 A 76 A
73 B 75 BC 77 BC 76 BC 65 A 76 BC 71 ABC 78 C
77 A 75 A 74 A 75 A 75 A 74 A 77 A
Retired
Online buying behaviour Children q10_1 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q10_1 - How important are the following factors in your decision to register your contact details when buying a product - There is minimum
effort required on my part
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 46
Consumersrsquo agreement with the statement that receiving an incentive such as a
voucher discount or gift is an important factor in their decision to register when
buying a product is associated most closely with their financial status education level
and age
55 A 57 A 61 56 A 53 A 51 A 63 54 A 57 A
65 B 59 B 55 A 53 A 47 A 56 A 57 A 56 A
54 A 56 A 53 A 61 B 56 AB 58 AB 59 AB 58 AB
55 A 57 A 57 A 56 A 60 A 55 A 56 A
2018
q10_2 - How important are the following factors in your decision to register your contact details when buying a product - I receive an
incentive such as a voucher discount or gift
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_2 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 16
33 Drivers of consumer behaviour
Note for the following countries the base size is smaller than 100 LU CY EE LV LT MT and IS For these countries no robust comparisons can be made regarding q10
q10 - How important are the following factors in your decision to register your contact
details when buying a product
There is
minimum effort
required on my
part
I receive an
incentive such
as a voucher
discount or
gift
Registration will
allow the seller or
manufacturer to
inform me about
potential issues with
the product
I know my data
such as email
address will not
be used for
marketing
purposes
I trust the
brand or seller
The product is
expensive
EU28 76 56 86 85 81 69
EU27_2019 75 57 85 86 81 68
North 75 47 84 80 79 70
South 75 65 88 87 83 70
East 74 60 86 83 81 70
West 77 52 84 85 80 68
BE 68 55 84 79 78 66
BG 78 63 84 75 76 77
CZ 66 51 83 75 78 72
DK 72 38 83 79 80 64
DE 77 38 82 91 82 55
EE 73 59 87 84 77 78
IE 79 56 87 83 79 75
EL 78 61 89 83 74 75
ES 81 59 90 91 85 67
FR 76 71 86 86 81 76
HR 79 77 86 83 84 80
IT 70 67 87 85 83 71
CY 83 60 91 87 79 89
LV 72 69 82 74 76 77
LT 75 67 86 74 70 84
LU 75 66 79 80 76 63
HU 77 58 91 82 83 75
MT 82 58 88 88 88 63
NL 70 52 81 82 77 66
AT 77 47 82 88 83 53
PL 68 57 81 85 79 71
PT 77 68 90 87 83 74
RO 82 66 94 87 86 63
SI 77 65 89 71 82 75
SK 68 56 86 78 80 71
FI 79 44 85 85 83 68
SE 73 44 82 77 78 68
UK 79 50 86 79 78 76
IS 76 34 87 81 79 77
NO 68 43 81 79 73 68
q10 - base respondents who have registered a product so that they can be contacted in case there is a problem
with the product N=6175
The figure is significantly different (plt005) compared to the EU28 result
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 17
4 Exposure to product recalls
41 Overall exposure and exposure for products owned
Yes No Yes No
EU28 565 435 124 876
EU27_2019 543 457 119 881
North 606 394 84 916
South 456 544 130 870
East 463 537 54 946
West 657 343 152 848
BE 618 382 115 885
BG 222 778 29 971
CZ 613 387 45 955
DK 675 325 124 876
DE 676 324 166 834
EE 560 440 54 946
IE 707 293 167 833
EL 465 535 69 931
ES 313 687 91 909
FR 555 445 143 857
HR 505 495 157 843
IT 573 427 186 814
CY 261 739 15 985
LV 398 602 38 962
LT 380 620 32 968
LU 371 629 111 889
HU 486 514 60 940
MT 334 666 40 960
NL 692 308 103 897
AT 718 282 178 822
PL 434 566 56 944
PT 409 591 51 949
RO 447 553 45 955
SI 746 254 47 953
SK 572 428 35 965
FI 802 198 112 888
SE 569 431 74 926
UK 721 279 156 844
IS 648 352 79 921
NO 607 393 83 917
q6 amp q11 - base all respondents N=25541
The figure is significantly different (plt005) compared to the EU28 result
q6 - Apart from [two real-life examples of recalls] in the past 2 years have you seen or heard any other information notices ads or announcements concerning the recall of a specific product
q11 - In the last two years have you seen or received any notice or request to return a product you had purchased yourself
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 18
42 Exposure by product category
q7a - In the last 2 years for which of the following product categories did you see or
hear information about product recalls
Cars or other
motor vehicles
Home electrical
appliances such
as washing
machines water
boilers and
cookers
Electronic products
such as computers
mobile phones and
accessories such as
chargers
Products for
children Cosmetics Other
EU28 788 334 553 605 225 309
EU27_2019 777 274 547 616 247 313
North 732 272 589 692 148 259
South 788 226 558 570 276 204
East 667 212 506 669 283 339
West 827 412 560 591 198 342
BE 870 191 641 611 147 352
BG 624 144 362 530 229 120
CZ 610 173 445 894 241 257
DK 808 190 649 796 165 233
DE 878 266 492 551 211 359
EE 769 119 308 481 65 125
IE 845 427 650 570 164 416
EL 790 228 645 588 326 199
ES 889 130 445 656 350 53
FR 706 452 613 682 319 366
HR 730 374 611 717 424 229
IT 739 271 611 552 254 268
CY 474 198 197 494 138 118
LV 748 205 361 474 123 159
LT 644 418 644 561 172 216
LU 702 228 520 485 125 415
HU 739 246 450 639 163 239
MT 623 125 312 456 123 317
NL 788 256 595 751 173 410
AT 906 291 505 508 163 308
PL 583 161 503 643 322 443
PT 875 185 429 410 160 195
RO 891 332 657 546 235 289
SI 682 153 369 591 101 706
SK 459 130 380 805 506 263
FI 656 356 678 791 186 333
SE 750 263 535 626 118 259
UK 847 652 583 542 108 284
IS 869 96 526 799 117 202
NO 779 263 479 461 100 264
q7a - base respondents who have seen or heard about product recalls N=14093The figure is significantly different (plt005) compared to the EU28 result
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 19
Note Due to the low overall sample available is it not possible to draw statistically robust comparisons for specific countries Therefore no country results are displayed for questions q12a and q12b
43 Online versus offline purchases
q12a - Which product category did the recalled product belong to [this question refers
to general notices about product recalls]
Cars or other
motor
vehicles
Home electrical
appliances such
as washing
machines
water boilers
and cookers
Electronic
products such
as computers
tablets and
mobile phones
Electronic
product
accessories
such as
chargers and
adapters
Products for
childrenCosmetics Other
EU28 465 113 151 81 44 43 104
EU27_2019 436 100 167 84 50 49 114
North 352 116 165 115 93 11 148
South 404 97 161 133 40 56 109
East 238 118 227 89 108 69 151
West 530 119 135 54 34 35 93
q12a - base respondents who have seen or received notices about recalled products that they have
purchased N=2393
The figure is significantly different (plt005) compared to the EU28 result
q12b - Did you purchase the product
online or offline
Online Offline Donrsquot know
EU28 186 801 13
EU27_2019 191 798 12
North 154 782 64
South 144 850 06
East 260 726 15
West 197 791 12
q12b - base respondents who have seen or received notices about
recalled products that they have purchased N=2393
The figure is significantly different (plt005) compared to the EU28 result
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 20
44 Exposure by communication channel
q7b - How did you seehear about product recalls
Traditional
press or
media (eg
newspapers
television
radio etc)
Online media
A consumer
association or
a dedicated
information
service
platform
A physical
store
The sellerrsquos
or
manufacturer
rsquos website
A friend or
acquaintanceDonrsquot know
EU28 798 536 191 238 184 293 08
EU27_2019 796 537 194 221 183 305 07
North 797 507 111 139 146 183 11
South 772 540 210 171 172 377 06
East 754 608 151 128 218 303 07
West 819 519 202 301 183 270 08
BE 866 481 184 176 143 214 11
BG 673 391 32 55 112 189 18
CZ 848 612 210 116 245 303 02
DK 846 645 222 106 134 247 12
DE 868 507 162 307 136 254 06
EE 663 481 42 145 89 124 00
IE 808 580 195 320 208 270 16
EL 680 691 179 103 133 305 14
ES 883 520 171 140 111 345 04
FR 731 508 295 294 265 410 03
HR 602 384 274 199 320 513 00
IT 731 543 239 208 217 427 05
CY 567 344 22 35 144 199 00
LV 600 662 56 73 116 155 09
LT 659 702 154 170 227 348 29
LU 754 433 86 182 121 243 04
HU 729 547 125 86 108 198 03
MT 516 678 19 43 34 193 17
NL 832 569 216 207 185 168 16
AT 889 486 245 401 122 191 00
PL 668 689 143 124 246 272 11
PT 863 409 145 56 50 166 08
RO 898 628 167 178 228 452 08
SI 756 469 87 126 100 131 02
SK 791 549 70 83 193 201 00
FI 888 441 92 113 169 165 04
SE 760 408 58 184 130 132 13
UK 806 536 175 326 190 225 13
IS 850 680 157 128 155 202 00
NO 672 558 93 75 102 104 16
q7b - base respondents who have seen or heard about product recalls N=13835
The figure is significantly different (plt005) compared to the EU28 result
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 21
45 Preferred communication channels
q18 - How would you prefer to receive information about recalls of products you have
purchased
Traditional
press or media Online media
A consumer
association or a
dedicated
information
service platform
Visual
communication
The sellerrsquos or
manufacturerrsquos
website
Directly
Via a
notification
through a
mobile
application
EU28 825 624 545 635 559 840 554
EU27_2019 827 628 557 632 567 828 544
North 811 602 456 558 520 890 503
South 832 647 603 620 570 845 580
East 796 675 549 660 634 847 662
West 834 595 523 641 530 829 504
BE 866 625 544 629 592 878 576
BG 741 631 496 627 559 785 542
CZ 817 650 441 578 540 803 541
DK 832 661 498 492 404 881 437
DE 862 610 526 663 507 789 366
EE 800 636 370 551 480 866 468
IE 829 627 550 705 550 921 676
EL 749 725 676 603 605 855 716
ES 877 656 675 733 635 869 650
FR 793 545 556 606 558 769 544
HR 750 659 544 572 558 813 594
IT 817 632 520 535 514 819 491
CY 811 596 535 437 501 764 504
LV 690 654 497 667 585 840 587
LT 679 698 547 611 611 844 562
LU 861 618 467 675 583 747 446
HU 790 657 554 669 580 775 573
MT 732 687 595 498 487 957 700
NL 884 666 549 578 585 836 572
AT 905 616 636 703 525 837 412
PL 826 708 577 705 709 862 734
PT 817 623 708 651 580 888 662
RO 774 683 623 698 663 942 772
SI 684 524 337 405 275 659 227
SK 780 627 440 564 583 802 537
FI 903 624 478 562 554 905 577
SE 811 513 395 558 532 915 470
UK 808 597 458 652 505 928 619
IS 891 799 627 608 595 914 594
NO 703 536 416 475 387 933 499
q18 - base all respondents N=25541The figure is significantly different (plt005) compared to the EU28 result
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 22
5 Consumer responses to product recalls
51 Responses to general product recall information
Note the last column of this table is based on a derived proportion of those respondents who owned the product but 1) did not follow the instrution of the notice and 2) did not say that they took no action in response to it
52 Responses to product recalls for products owned
Note Due to the low overall sample available is it not possible to draw statistically robust comparisons for specific countries Therefore no country results are displayed for question q12c
You checked
to see if it
concerned a
product you
owned
You took no
action
because you
did not own
the product
Told other
people about
it
Owned the product
and followed the
instructions of the
recall notice
Took no
action even
though you
owned the
product
Took some action but
did not follow the
instructions of the
recall notice1
EU28 774 790 616 649 143 208
EU27_2019 765 802 625 634 161 205
North 659 801 447 467 198 335
South 827 802 731 748 130 123
East 684 783 665 424 157 419
West 790 786 577 694 139 168
The figure is significantly different (plt005) compared to the EU28 result
q7c1 - base respondents who have seen or heard about product recalls N=14093
q7c1 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the communication about the product recall
q12c - Thinking about this product recall what actions did you take in response
You contacted
the
manufacturer
seller for more
information
You contacted
the
manufacturer
seller for
reimbursement
You returned
the product
You threw
the product
away
You
continued
using the
product with
extra caution
You told
others about
the product
recall
You took no
action
EU28 557 413 463 73 312 490 39
EU27_2019 547 434 448 81 280 483 41
North 394 394 471 50 141 273 118
South 561 360 404 118 277 530 25
East 490 446 476 118 276 427 72
West 574 433 488 48 342 493 37
q12c - base respondents who have seen or received notices about recalled products that they have
purchased N=2393
The figure is significantly different (plt005) compared to the EU28 result
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 23
53 Drivers of consumer actions ndash hypothetical scenario
If the
potential
danger was
clearly
communicated
and it seemed
serious
If the specific
action to take
was clearly
communicate
d
If the product
was
expensiveva
luable
If there was
a financial
incentive
If I had
already
experienced
the issue that
was identified
in the
product recall
Other
EU28 955 935 799 648 919 440
EU27_2019 952 931 791 650 915 434
North 967 922 865 725 946 426
South 950 944 744 635 906 346
East 950 923 782 658 914 540
West 959 936 827 643 924 452
BE 940 921 837 664 888 540
BG 879 819 732 653 797 556
CZ 954 926 867 814 876 599
DK 970 888 852 726 940 358
DE 974 959 858 654 969 416
EE 974 933 897 760 962 754
IE 959 933 884 666 933 529
EL 962 934 818 660 938 483
ES 974 962 704 600 955 182
FR 917 874 743 638 833 402
HR 870 811 752 645 707 290
IT 924 926 734 635 851 365
CY 967 948 835 730 939 597
LV 924 914 899 859 934 641
LT 936 927 888 737 924 352
LU 950 923 884 712 959 552
HU 961 924 871 697 957 624
MT 949 928 849 769 906 481
NL 974 952 847 615 952 664
AT 971 957 865 663 973 382
PL 961 924 867 679 963 562
PT 984 972 893 747 973 804
RO 955 969 519 471 886 471
SI 987 982 945 887 987 545
SK 976 953 830 737 950 541
FI 975 946 875 653 967 541
SE 977 926 849 730 943 338
UK 979 962 853 634 948 485
IS 972 939 797 626 940 344
NO 961 931 877 780 948 429
q8a1 - base all respondents N=25541
The figure is significantly different (plt005) compared to the EU28 result
q8a1 - If you heard [about two real-life examples of product recalls] and you owned one of [the recalled products] what would have made you take any actions
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 24
If the potential
danger was
clearly
communicated
and it seemed
serious
If the specific
action to take
was clearly
communicated
If the product
was
expensiveva
luable
If there was
a financial
incentive
If the person I
knew had already
experienced the
issue that was
identified in the
product recall
Other
EU28 948 920 751 618 903 427
EU27_2019 943 916 745 622 898 422
North 948 887 780 636 887 405
South 947 927 708 609 898 327
East 946 921 760 638 914 552
West 949 920 767 613 902 433
BE 917 887 762 602 887 527
BG 869 820 737 637 805 555
CZ 953 917 836 794 919 600
DK 938 857 734 606 871 342
DE 958 937 802 636 945 395
EE 958 946 874 635 934 753
IE 962 939 802 609 929 516
EL 950 917 777 636 906 486
ES 980 946 656 570 959 144
FR 914 880 687 625 814 392
HR 866 843 712 644 722 294
IT 917 911 709 610 851 357
CY 854 808 692 577 808 491
LV 915 883 855 819 895 637
LT 934 889 826 712 870 349
LU 880 855 823 656 941 514
HU 954 916 819 679 912 634
MT 887 858 783 682 849 441
NL 945 898 758 553 876 637
AT 950 941 808 630 938 359
PL 956 925 847 661 960 576
PT 979 954 864 744 909 784
RO 956 962 506 454 889 498
SI 978 974 942 894 977 543
SK 968 940 806 663 938 530
FI 961 927 812 531 902 509
SE 955 874 748 655 886 308
UK 977 945 793 588 936 457
IS 964 900 726 518 912 335
NO 950 910 824 720 916 411
q8a2 - base all respondents N=25541
The figure is significantly different (plt005) compared to the EU28 result
q8a2 - If you heard [about two real-life examples of product recalls] and you knew someone who owned one of [the recalled products] what would have made you take any actions
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 25
54 Drivers of consumer actions ndash real scenario
q7cx1 - What would have made you take some action
If the potential
danger was
more clearly
communicated
and seemed
serious
If the specific
action to take
was more
clearly
communicated
If the product
was expensive
valuable
If I knew
someone who
owned the
product
If I owned the
product myself
EU28 900 843 739 926 979
EU27_2019 895 843 735 918 978
North 901 780 770 913 968
South 933 881 731 907 990
East 945 903 778 947 971
West 875 820 727 928 979
BE 921 837 753 916 975
BG 958 874 808 875 879
CZ 975 947 880 947 971
DK 934 873 759 944 978
DE 826 785 714 952 989
EE 961 887 885 955 992
IE 924 844 779 944 987
EL 984 950 860 944 990
ES 951 867 675 984 1000
FR 882 860 701 844 946
HR 892 837 847 820 890
IT 911 864 715 861 987
CY 973 963 891 950 988
LV 921 894 888 913 963
LT 918 868 852 856 969
LU 830 856 839 934 975
HU 932 924 791 951 984
MT 944 884 822 895 972
NL 888 778 746 924 979
AT 846 779 701 933 988
PL 963 911 849 972 983
PT 989 975 890 986 986
RO 896 850 500 926 972
SI 994 981 968 992 1000
SK 964 917 820 974 981
FI 877 701 764 884 964
SE 885 735 732 921 963
UK 929 847 760 969 989
IS 974 913 767 940 990
NO 865 813 857 941 978
The figure is significantly different (plt005) compared to the EU28 resultq7cx1 - base respondents who have seen or heard about product recalls but took no
action N=11741
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 26
6 The impact of product recalls
61 Responses from manufacturerssellers
Note Due to the low overall sample available is it not possible to draw statistically robust comparisons for specific countries Therefore no country results are displayed for questions q13 and q15
62 Consumer satisfaction with the recall experience
q13 - How did the manufacturerseller respond to your contact about
the recall
They offered
to repair the
product
They offered
to replace
the product
They asked
me to throw
the product
away
They asked
me to return
the product
They offered
to reimburse
me
They offered
no
compensation
EU28 689 585 46 513 343 247
EU27_2019 655 616 53 503 380 223
North 607 587 79 544 361 294
South 618 609 71 413 283 262
East 594 746 122 720 398 296
West 734 556 25 531 362 232
q13 - base respondents who have seen or received notices about recalled products that they have
purchased and made contact right away N=1248
The figure is significantly different (plt005) compared to the EU28 result
q15 - How satisfied or dissatisfied are you with
the following aspects of the product recall
process
The time it
required
The ease of
the process
The
compensatio
nreimburse
ment if any
The assistance
received from the
manufacturer
seller in resolving
any issues if any
EU28 71 76 70 78
EU27_2019 72 77 74 79
North 68 74 69 77
South 75 78 73 80
East 69 73 75 76
West 69 76 69 78
The figure is significantly different (plt005) compared to the EU28 result
q15 - base respondents who have seen or received notices about recalled
products that they have purchased N=2393
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 27
63 Satisfaction with product recall information
It was clear
which specific
product was
recalled
It was clear
where the
product had
been sold
It was clear
what specific
danger was
posed by the
product
It was clear
who to contact
for more
information
It was clear what
procedure to
follow to return
replace or
dispose of the
product
It was clear what
procedure to follow
to receive a
reimbursement or
compensation
The
communication
was easy to
access and
visible
EU28 85 75 79 71 71 63 74
EU27_2019 84 76 79 70 71 63 74
North 86 73 81 69 68 60 72
South 85 75 80 71 69 62 74
East 86 78 82 69 73 65 72
West 85 74 78 72 72 64 75
BE 85 76 75 68 68 58 73
BG 83 75 80 64 60 55 78
CZ 84 78 85 72 76 66 75
DK 85 72 79 67 68 57 67
DE 84 73 77 69 70 62 76
EE 90 75 82 68 62 51 78
IE 87 76 80 75 77 69 75
EL 85 68 77 62 65 51 71
ES 82 76 80 66 62 54 69
FR 82 78 77 75 74 70 74
HR 81 79 79 74 75 74 76
IT 86 77 81 74 73 67 77
CY 84 79 73 62 58 54 72
LV 85 71 80 58 58 48 72
LT 81 73 77 62 60 50 73
LU 74 70 69 65 65 62 75
HU 90 82 86 76 76 72 79
MT 85 71 78 64 64 58 70
NL 86 79 79 72 72 65 75
AT 80 70 76 67 65 57 75
PL 83 75 78 62 70 59 62
PT 85 64 77 67 65 55 75
RO 90 80 84 75 74 68 80
SI 92 84 83 81 80 72 83
SK 93 79 88 70 74 65 79
FI 88 77 85 77 80 73 74
SE 87 70 80 67 63 56 72
UK 87 71 81 73 74 64 74
IS 91 76 83 72 65 60 69
NO 87 69 81 69 68 63 73
q7d - base respondents who have seen or heard about product recalls N=14093The figure is significantly different (plt005) compared to the EU28 result
q7d - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you remember seing or hearing in the past 2 years
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 28
64 Satisfaction with product recall information
Note Due to the low overall sample available is it not possible to draw statistically robust comparisons for specific countries Therefore no country results are displayed for question q16
q16 - Thinking about this product recall experience
which of the following statements apply to you
It increased
my confidence
in the
brandsellersh
op
I became more
distrustful of
the
brandsellersh
op
I started
paying more
attention to
information
about
product
recalls
EU28 544 301 635
EU27_2019 544 295 665
North 644 211 533
South 491 331 777
East 588 353 721
West 556 285 565
The figure is significantly different (plt005) compared to the EU28 result
q16 - base respondents who have seen or received notices about recalled
products that they have purchased N=2393
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 29
7 Vulnerable consumers
71 Awareness of rights and responsibilities
Consumersrsquo awareness of manufacturers being legally required to recall dangerous
products is associated most closely with their financial situation followed by
occupation and education
Consumersrsquo agreement with the statement that it is the responsibility of the
manufacturer to recall the product as soon as they know about the risks it poses is
associated most closely with their education level their age and with how many young
children they have
759 A 754 A 734 A 762 A 765 A 766 A 715 766 A 756 A
758 A 757 A 753 A 777 A 668 767 B 761 AB 740 A
781 BC 789 C 787 C 722 A 728 AB 702 A 707 A 740 AB
780 751 A 742 A 742 A 770 A 757 A 765 A
Retired
Online buying behaviour Children
q5_1 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q5_1 - Do you know if manufacturers are legally required to recall products that are dangerous to consumers - Yes I think they are
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
979 A 982 A 983 AB 984 B 972 A 978 AB 985 A 987 A 972
980 A 980 A 982 A 980 A 963 A 979 A 978 A 985 A
985 A 980 A 985 A 975 A 975 A 968 A 966 A 981 A
983 A 979 A 981 A 976 A 973 AB 983 AB 984 B
Retired
Online buying behaviour Children
q8b_1 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_1 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - It is the responsibility of the manufacturer to recall the product as soon as they know about the risks it poses
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 30
Consumersrsquo agreement with the statement that it is the responsibility of the seller to
inform consumers who purchased the product about the risk it poses is associated
most closely with their online buying behaviour their education level and their
occupation
Consumersrsquo agreement with the statement that consumers who learn about a recall
notice about a product they have purchased should act immediately is associated most
closely with their education level gender and financial status
884 A 883 A 891 A 885 A 882 A 866 A 909 A 898 A 867
870 AB 896 B 890 B 852 A 871 AB 881 A 884 A 885 A
876 ABC 894 BC 866 A 890 BC 845 AB 913 C 893 ABC 904 C
877 A 871 A 913 881 A 866 A 878 A 890 A
Retired
Online buying behaviour Children
q8b_2 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_2 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - It is the responsibility of the seller to inform consumers who purchased the product about the risks it poses
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
914 933 918 A 917 A 930 A 939 A 946 A 936 A 909
949 C 932 BC 926 B 895 A 918 ABC 919 A 929 A 920 A
923 A 917 A 920 A 926 A 927 A 919 A 946 A 926 A
926 A 918 A 929 A 908 A 914 AB 925 AB 937 B
Retired
Online buying behaviour Children
q8b_3 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_3 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - Consumers who learn about a recall notice about a product they have purchased should take action immediately
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 31
Consumersrsquo agreement with the statement that it is important for them to pay
attention to product recalls is associated most closely with their gender how many
young children they have and their age
72 Product registration
Consumersrsquo awareness that by registering a product they can be contacted directly in
case there is a problem with this product is associated most closely with their gender
their online buying behaviour and their education level
931 948 928 A 940 AB 939 A 958 B 943 AB 948 B 931 A
931 AB 938 AB 947 B 929 A 890 AB 941 A 941 A 936 A
932 A 943 A 946 A 942 A 932 A 938 A 927 A 931 A
939 A 935 A 948 A 926 A 934 A 930 A 956
Retired
Online buying behaviour Children
q8b_4 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_4 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - It is important for consumers to pay attention to product recalls
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
458 340 377 AB 418 C 413 BC 371 A 342 400 A 405 A
387 AB 389 A 390 A 434 B 413 AB 403 A 405 A 383 A
440 C 438 C 409 BC 381 AB 335 A 352 A 347 AB 385 AB
457 408 317 381 A 428 B 381 AB 410 AB
Retired
Online buying behaviour Children
q9a - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q9a - Did you know that by registering a product you can be contacted directly in case there is a problem with that product - Yes I did
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 32
Registering a product in order to be contacted in case of problems with a product is
associated most closely with consumersrsquo online buying behaviour their financial status
and their age
Consumersrsquo agreement with the statement that allowing the seller or manufacturer to
inform them about potential issues with the product is an important factor in their
decision to register a product is associated most closely with their financial status
710 A 716 A 721 AB 684 A 713 AB 774 B 746 A 705 A 714 A
815 B 709 A 701 A 709 A 768 AB 710 A 704 A 725 A
722 AB 729 AB 687 A 747 B 736 AB 697 AB 681 AB 721 AB
679 A 711 A 780 710 A 697 A 709 A 719 A
Retired
Online buying behaviour Children q9b - base EU28
respondents that know you
can be contacted in case
there is a problem with a
product after you registered
the product (N=8665)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q9b - And do you usually register the product so you can be contacted in case of problems with that product - Yes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
85 A 86 A 85 A 86 A 86 A 84 A 85 A 86 A 85 A
86 AB 84 A 86 AB 86 B 84 AB 85 A 86 A 86 A
85 A 86 A 85 A 87 A 83 A 84 A 85 A 87 A
86 A 86 A 85 A 85 A 84 A 86 A 86 A
2018
q10_3 - How important are the following factors in your decision to register your contact details when buying a product - Registration will
allow the seller or manufacturer to inform me about potential issues with the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_3 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 33
Consumersrsquo agreement with the statement that knowing that their data will not be
used for marketing purposes is an important factor in their decision to register a
product is associated most closely with their gender online buying behaviour and
education level
Consumersrsquo agreement with the statement that having trust in the brand or the seller
is an important factor in their decision to register a product is associated most closely
with their financial situation
83 87 85 AB 86 B 83 A 84 AB 81 A 86 B 84 AB
88 B 83 A 84 A 86 AB 83 AB 85 A 85 A 85 A
85 A 84 A 86 A 84 A 84 A 86 A 81 A 83 A
85 A 86 A 81 83 A 85 AB 83 A 86 B
2018
q10_4 - How important are the following factors in your decision to register your contact details when buying a product - I know my data
such as email address will not be used for marketing purposes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_4 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
80 A 81 A 81 A 82 A 80 A 79 A 82 A 81 A 80 A
81 AB 79 A 81 B 82 B 76 AB 80 A 81 A 80 A
80 A 82 A 81 A 80 A 77 A 81 A 77 A 82 A
81 A 81 A 78 A 81 A 79 A 80 A 81 A
2018
q10_5 - How important are the following factors in your decision to register your contact details when buying a product - I trust the brand or
seller
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_5 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 34
Consumersrsquo agreement with the statement that the product being expensive is an
important factor in their decision to register a product is associated most closely with
how many young children they have their financial situation and education level
73 Exposure to product recalls
Consumersrsquo exposure to product recall notices is associated most closely with their
online buying behaviour education level and occupation
69 A 70 A 71 A 68 A 69 A 69 A 70 AB 67 A 71 B
75 B 71 AB 68 A 69 A 66 AB 69 A 70 A 70 A
69 AB 70 AB 67 A 71 B 64 A 71 AB 70 AB 71 AB
69 A 70 A 69 A 69 A 71 AB 73 B 68 A
2018
q10_6 - How important are the following factors in your decision to register your contact details when buying a product - The product is
expensive
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_6 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
590 547 535 A 610 B 602 B 506 A 449 562 599
510 A 542 A 586 B 601 B 486 A 575 A 575 A 554 A
593 DE 602 DE 618 E 512 B 481 AB 520 ABC 446 A 564 CD
642 585 470 553 A 534 A 553 A 589
Retired
Online buying behaviour Children
q6 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q6 - Apart from the Ikea furniture and Samsung phone examples in the past 2 years have you seen or heard any other information notices
ads or announcements concerning the recall of a specific product - Yes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 35
Consumersrsquo exposure to product recalls for products they had purchased themselves is
associated most closely with their online buying behaviour gender and education
level
Consumersrsquo likelihood to have seen or heard information about product recalls in the
last 2 years is associated most closely with their gender age and education level
144 107 116 AB 142 C 135 BC 88 A 79 131 A 126 A
108 AB 121 ABC 122 B 147 C 84 A 133 B 128 AB 112 A
139 B 135 AB 135 B 96 A 95 AB 107 AB 92 A 129 AB
146 A 133 A 81 111 A 132 AB 123 AB 135 B
Retired
Online buying behaviour Children
q11 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q11 - In the last 2 years have you seen or received any notice or request to return a product you had purchased yourself - Yes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
846 741 727 822 A 819 A 802 A 743 800 A 796 A
730 A 776 AB 802 BC 824 C 753 ABC 819 B 778 A 792 AB
786 AB 788 AB 820 B 779 A 747 A 782 AB 788 AB 784 AB
811 B 781 A 796 AB 791 AB 750 A 778 AB 810 B
Retired
Online buying behaviour Childrenq7a_1 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7a_1 - In the last 2 years for which of the following product categories did you see or hear information about product recalls - Cars or other
motor vehicles
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 36
Consumersrsquo preference of receiving information about recalls of products they have
purchased via traditional press or media is associated most closely with their financial
status gender and age
Consumersrsquo preference of receiving information about recalls of products they have
purchased via online media is associated most closely with their age online buying
behaviour and with how many young children they have
809 842 787 839 A 838 A 842 A 786 A 839 820 A
798 A 841 B 840 B 780 A 755 A 831 A 822 A 823 A
814 ABC 808 ABC 843 D 815 BC 764 A 846 CD 772 AB 842 CD
801 831 A 842 A 828 A 816 A 816 A 828 A
Retired
Online buying behaviour Children
q18_1 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q18_1 - How would you prefer to receive information about recalls of products you have purchased - Traditional press or media
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
630 A 624 A 728 645 600 508 622 AB 640 B 615 A
597 A 635 A 632 A 615 A 602 A 623 A 635 A 620 A
629 ABC 656 C 646 C 643 BC 649 ABC 595 AB 643 ABC 587 A
686 654 532 627 A 672 B 642 AB 616 A
Retired
Online buying behaviour Children
q18_2 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q18_2 - How would you prefer to receive information about recalls of products you have purchased - Online media
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 37
Consumersrsquo preference to receive information about recalls of products they have
purchased directly is associated most closely with their online buying behaviour
gender and occupation
74 Consumer responses to product recalls
Consumersrsquo likelihood to check if a recall notice concerned a product they owned is
associated most closely with their online buying behaviour financial situation and
occupation
850 832 854 A 849 A 837 A 815 A 841 A 839 A 842 A
844 A 844 A 839 A 843 A 783 A 844 A 844 A 833 A
838 AB 871 B 846 AB 822 A 832 AB 838 AB 805 A 841 AB
877 835 A 813 A 835 A 809 A 843 A 848 A
Retired
Online buying behaviour Children
q18_6 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q18_6 - How would you prefer to receive information about recalls of products you have purchased - Directly
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
778 A 771 A 781 A 779 A 760 A 772 A 735 A 785 A 771 A
706 A 763 AB 792 C 771 BC 695 AB 780 A 772 A 771 A
768 AB 803 BC 817 C 723 A 717 A 760 ABC 774 ABC 742 A
812 765 A 735 A 760 A 782 A 798 A 776 A
2018
q7crow1_1 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You checked to see if it concerned a product you owned
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow1_1 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 38
Consumersrsquo likelihood to take no action even though they owned a recalled product is
associated most closely with their education level gender and financial status
Consumersrsquo likelihood to follow the instructions of the recall notice to send back the
product or contact the manufacturer or the seller is associated most closely with the
degree of urbanisation and their occupation
166 117 219 B 136 AB 122 AB 104 A 283 119 A 140 A
154 AB 163 B 138 B 130 B 56 A 136 A 142 A 145 A
136 ABC 131 ABC 111 AB 157 ABC 134 ABC 235 C 75 A 185 BC
136 A 141 A 152 A 132 A 113 A 140 A 154 A
2018
q7crow3_3 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You took no action even though you owned the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow3_3 - base EU28
respondents who have seen
or heard about product
recalls (N=2631)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
774 A 742 A 751 A 746 A 773 A 777 A 761 A 759 A 756 A
759 A 774 A 740 A 797 A 650 A 790 B 763 AB 719 A
796 A 835 A 770 A 735 A 651 A 743 A 651 A 703 A
770 A 760 A 730 A 721 A 797 A 742 A 780 A
2018
q7crow4_4 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You owned the product and followed the instructions of the recall notice to send back the product or
contact the manufacturerseller
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow4_4 - base EU28
respondents who have seen
or heard about product
recalls (N=2174)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 39
Consumersrsquo likelihood to tell other people about a product recall is associated most
closely with their financial status gender and age
75 Drivers of consumer actions
Consumersrsquo agreement with the statement that they would have taken action if the
potential danger was more clearly communicated and seemed serious is associated
most closely with how many young children they have and with their occupation
601 631 654 B 597 A 594 A 626 AB 636 AB 646 B 591 A
641 BC 676 C 622 B 524 A 551 AB 605 A 627 A 612 A
593 AB 639 AB 639 B 644 B 561 AB 548 A 604 AB 585 AB
619 AB 601 A 642 B 600 AB 588 AB 589 A 640 B
2018
q7crow5_5 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You told other people about it
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow5_5 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
894 A 906 A 884 A 901 A 904 A 917 A 915 A 912 A 891 A
920 A 902 A 903 A 890 A 862 A 908 A 901 A 892 A
876 A 915 AB 892 A 927 B 894 AB 924 AB 945 B 898 AB
901 A 895 A 912 A 911 AB 928 B 875 A 892 AB
Retired
Online buying behaviour Children q7cx1_1 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_1 - What would have made you take some action - If the potential danger was more clearly communicated and seemed serious
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 40
Consumersrsquo agreement with the statement that they would have taken action if the
specific action to take was more clearly communicated is associated most closely with
their financial status online buying behaviour and occupation
Consumersrsquo agreement with the statement that they would have taken action if the
product was expensive or valuable is associated most closely with their education
level age and financial status
836 A 852 A 832 AB 831 A 851 AB 883 B 849 A 858 A 834 A
866 AB 870 B 845 AB 812 A 761 A 841 A 834 A 857 A
841 AB 869 AB 838 AB 877 B 819 AB 862 AB 833 AB 822 A
842 AB 834 A 872 B 854 A 803 A 824 A 850 A
Retired
Online buying behaviour Children q7cx1_2 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_2 - What would have made you take some action - If the specific action to take was more clearly communicated
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
733 A 744 A 788 B 713 A 736 AB 724 AB 810 A 760 A 715
771 AB 773 B 733 A 701 A 713 AB 748 A 737 A 732 A
726 A 727 A 727 A 745 A 770 A 755 A 778 A 755 A
756 A 724 A 742 A 727 A 731 A 729 A 751 A
Retired
Online buying behaviour Children q7cx1_3 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_3 - What would have made you take some action - If the product was expensivevaluable
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 41
Consumersrsquo agreement with the statement that they would have taken action if they
knew someone who owned the product is associated most closely with their online
buying behaviour gender and occupation
Consumersrsquo agreement with the statement that they would have taken action if they
owned the product themselves is associated most closely with their financial status
their online buying behaviour and occupation
916 936 929 A 923 A 917 A 935 A 905 A 918 A 934 A
932 AB 923 AB 931 AB 910 A 955 B 918 A 931 A 927 A
928 AB 898 A 941 B 943 B 904 AB 882 AB 954 B 910 AB
951 911 A 917 A 915 A 894 A 920 A 938 A
Retired
Online buying behaviour Children q7cx1_4 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_4 - What would have made you take some action - If I knew someone who owned the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
976 A 983 A 983 A 979 A 974 A 980 A 981 A 983 A 977 A
989 BC 976 A 982 AB 973 A 995 C 980 A 979 A 979 A
975 AB 986 B 985 B 960 A 971 AB 981 AB 990 B 981 AB
986 B 973 A 981 AB 981 A 968 A 980 A 980 A
Retired
Online buying behaviour Children q7cx1_5 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10507)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_5 - What would have made you take some action - If I owned the product myself
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 42
Consumersrsquo agreement with the statement that it was clear which specific product was
recalled is associated most closely with their online buying behaviour
Consumersrsquo agreement with the statement that it was clear where the product has
been sold is associated most closely with their financial status and occupation
85 A 85 A 85 A 85 A 85 A 84 A 83 A 85 A 85 A
83 A 84 A 85 A 85 A 83 A 84 A 85 A 85 A
84 A 85 A 85 A 85 A 85 A 84 A 84 A 85 A
86 A 85 A 83 84 A 84 A 85 A 86 A
Retired
Online buying behaviour Childrenq7d_1 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_1 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear which specific product was recalled
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
74 A 75 A 76 A 75 A 74 A 73 A 73 A 76 A 74 A
73 A 73 A 75 AB 77 B 72 AB 75 A 75 A 74 A
74 A 73 A 75 AB 77 B 73 AB 72 A 74 AB 76 AB
74 A 75 A 75 A 74 A 74 A 75 A 75 A
Retired
Online buying behaviour Childrenq7d_2 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_2 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear where the product had been sold
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 43
Consumersrsquo agreement with the statement that it was clear what specific danger was
posed by the product is associated most closely with their age occupation and online
buying behaviour
Consumersrsquo agreement with the statement that it was clear who to contact for more
information is associated most closely with their online buying behaviour financial
status and with how many young children they have
79 A 80 A 79 AB 78 A 79 A 83 B 78 A 80 A 79 A
77 A 78 A 80 A 80 A 78 A 79 A 79 A 80 A
80 BC 77 A 80 BC 81 BC 78 ABC 80 ABC 83 C 78 AB
79 AB 80 B 78 A 78 A 79 A 80 A 80 A
Retired
Online buying behaviour Childrenq7d_3 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_3 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what specific danger was posed by the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
71 A 70 A 70 A 71 A 70 A 72 A 70 A 71 A 71 A
70 AB 69 A 71 AB 73 B 70 AB 71 A 71 A 71 A
71 AB 70 AB 70 A 73 B 68 AB 72 AB 72 AB 71 AB
72 B 71 AB 69 A 69 A 71 AB 73 B 72 B
Retired
Online buying behaviour Childrenq7d_4 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_4 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear who to contact for more information
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 44
Consumersrsquo agreement with the statement that it was clear what procedure to follow
to return replace or dispose of the product is associated most closely with their online
buying behaviour financial status and education level
Consumersrsquo agreement with the statement that it was clear what procedure to follow
to receive a reimbursement or compensation is associated most closely with their age
online buying behaviour and with how many young children they have
71 A 71 A 69 A 72 B 71 AB 72 AB 71 AB 73 B 70 A
68 A 70 A 71 A 74 B 70 AB 72 A 71 A 71 A
70 A 71 A 71 A 72 A 68 A 74 A 70 A 72 A
73 71 A 69 A 69 A 72 AB 71 AB 72 B
Retired
Online buying behaviour Childrenq7d_5 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_5 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what procedure to follow to return replace or dispose of the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
63 A 64 A 61 A 64 BC 62 AB 67 C 64 AB 65 B 62 A
62 AB 63 AB 64 AB 65 B 56 A 64 AB 64 B 62 A
62 A 62 A 63 A 67 B 63 AB 65 AB 69 B 64 AB
65 A 64 A 61 61 66 A 64 A 65 A
Retired
Online buying behaviour Childrenq7d_6 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_6 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what procedure to follow to receive a reimbursement or compensation
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 45
Consumersrsquo agreement with the statement that the communication was easy to access
and visible is associated most closely with their financial status gender and with how
many young children they have
Consumersrsquo agreement with the statement that minimum effort required on their part
is an important factor in their decision to register when buying a product is associated
most closely with their education level occupation and financial status
73 75 73 A 74 A 76 A 74 A 75 A 75 A 73 A
73 AB 72 A 75 B 77 66 A 74 A 75 A 74 A
74 A 73 A 75 A 75 A 74 A 72 A 73 A 73 A
75 A 74 A 73 A 73 A 75 AB 74 AB 75 B
Retired
Online buying behaviour Childrenq7d_7 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_7 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - The communication was easy to access and visible
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
75 A 77 A 78 B 76 AB 74 AB 73 A 81 75 A 75 A
79 BC 75 ABC 75 AB 78 C 68 A 76 A 75 A 76 A
73 B 75 BC 77 BC 76 BC 65 A 76 BC 71 ABC 78 C
77 A 75 A 74 A 75 A 75 A 74 A 77 A
Retired
Online buying behaviour Children q10_1 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q10_1 - How important are the following factors in your decision to register your contact details when buying a product - There is minimum
effort required on my part
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 46
Consumersrsquo agreement with the statement that receiving an incentive such as a
voucher discount or gift is an important factor in their decision to register when
buying a product is associated most closely with their financial status education level
and age
55 A 57 A 61 56 A 53 A 51 A 63 54 A 57 A
65 B 59 B 55 A 53 A 47 A 56 A 57 A 56 A
54 A 56 A 53 A 61 B 56 AB 58 AB 59 AB 58 AB
55 A 57 A 57 A 56 A 60 A 55 A 56 A
2018
q10_2 - How important are the following factors in your decision to register your contact details when buying a product - I receive an
incentive such as a voucher discount or gift
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_2 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 17
4 Exposure to product recalls
41 Overall exposure and exposure for products owned
Yes No Yes No
EU28 565 435 124 876
EU27_2019 543 457 119 881
North 606 394 84 916
South 456 544 130 870
East 463 537 54 946
West 657 343 152 848
BE 618 382 115 885
BG 222 778 29 971
CZ 613 387 45 955
DK 675 325 124 876
DE 676 324 166 834
EE 560 440 54 946
IE 707 293 167 833
EL 465 535 69 931
ES 313 687 91 909
FR 555 445 143 857
HR 505 495 157 843
IT 573 427 186 814
CY 261 739 15 985
LV 398 602 38 962
LT 380 620 32 968
LU 371 629 111 889
HU 486 514 60 940
MT 334 666 40 960
NL 692 308 103 897
AT 718 282 178 822
PL 434 566 56 944
PT 409 591 51 949
RO 447 553 45 955
SI 746 254 47 953
SK 572 428 35 965
FI 802 198 112 888
SE 569 431 74 926
UK 721 279 156 844
IS 648 352 79 921
NO 607 393 83 917
q6 amp q11 - base all respondents N=25541
The figure is significantly different (plt005) compared to the EU28 result
q6 - Apart from [two real-life examples of recalls] in the past 2 years have you seen or heard any other information notices ads or announcements concerning the recall of a specific product
q11 - In the last two years have you seen or received any notice or request to return a product you had purchased yourself
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 18
42 Exposure by product category
q7a - In the last 2 years for which of the following product categories did you see or
hear information about product recalls
Cars or other
motor vehicles
Home electrical
appliances such
as washing
machines water
boilers and
cookers
Electronic products
such as computers
mobile phones and
accessories such as
chargers
Products for
children Cosmetics Other
EU28 788 334 553 605 225 309
EU27_2019 777 274 547 616 247 313
North 732 272 589 692 148 259
South 788 226 558 570 276 204
East 667 212 506 669 283 339
West 827 412 560 591 198 342
BE 870 191 641 611 147 352
BG 624 144 362 530 229 120
CZ 610 173 445 894 241 257
DK 808 190 649 796 165 233
DE 878 266 492 551 211 359
EE 769 119 308 481 65 125
IE 845 427 650 570 164 416
EL 790 228 645 588 326 199
ES 889 130 445 656 350 53
FR 706 452 613 682 319 366
HR 730 374 611 717 424 229
IT 739 271 611 552 254 268
CY 474 198 197 494 138 118
LV 748 205 361 474 123 159
LT 644 418 644 561 172 216
LU 702 228 520 485 125 415
HU 739 246 450 639 163 239
MT 623 125 312 456 123 317
NL 788 256 595 751 173 410
AT 906 291 505 508 163 308
PL 583 161 503 643 322 443
PT 875 185 429 410 160 195
RO 891 332 657 546 235 289
SI 682 153 369 591 101 706
SK 459 130 380 805 506 263
FI 656 356 678 791 186 333
SE 750 263 535 626 118 259
UK 847 652 583 542 108 284
IS 869 96 526 799 117 202
NO 779 263 479 461 100 264
q7a - base respondents who have seen or heard about product recalls N=14093The figure is significantly different (plt005) compared to the EU28 result
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 19
Note Due to the low overall sample available is it not possible to draw statistically robust comparisons for specific countries Therefore no country results are displayed for questions q12a and q12b
43 Online versus offline purchases
q12a - Which product category did the recalled product belong to [this question refers
to general notices about product recalls]
Cars or other
motor
vehicles
Home electrical
appliances such
as washing
machines
water boilers
and cookers
Electronic
products such
as computers
tablets and
mobile phones
Electronic
product
accessories
such as
chargers and
adapters
Products for
childrenCosmetics Other
EU28 465 113 151 81 44 43 104
EU27_2019 436 100 167 84 50 49 114
North 352 116 165 115 93 11 148
South 404 97 161 133 40 56 109
East 238 118 227 89 108 69 151
West 530 119 135 54 34 35 93
q12a - base respondents who have seen or received notices about recalled products that they have
purchased N=2393
The figure is significantly different (plt005) compared to the EU28 result
q12b - Did you purchase the product
online or offline
Online Offline Donrsquot know
EU28 186 801 13
EU27_2019 191 798 12
North 154 782 64
South 144 850 06
East 260 726 15
West 197 791 12
q12b - base respondents who have seen or received notices about
recalled products that they have purchased N=2393
The figure is significantly different (plt005) compared to the EU28 result
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 20
44 Exposure by communication channel
q7b - How did you seehear about product recalls
Traditional
press or
media (eg
newspapers
television
radio etc)
Online media
A consumer
association or
a dedicated
information
service
platform
A physical
store
The sellerrsquos
or
manufacturer
rsquos website
A friend or
acquaintanceDonrsquot know
EU28 798 536 191 238 184 293 08
EU27_2019 796 537 194 221 183 305 07
North 797 507 111 139 146 183 11
South 772 540 210 171 172 377 06
East 754 608 151 128 218 303 07
West 819 519 202 301 183 270 08
BE 866 481 184 176 143 214 11
BG 673 391 32 55 112 189 18
CZ 848 612 210 116 245 303 02
DK 846 645 222 106 134 247 12
DE 868 507 162 307 136 254 06
EE 663 481 42 145 89 124 00
IE 808 580 195 320 208 270 16
EL 680 691 179 103 133 305 14
ES 883 520 171 140 111 345 04
FR 731 508 295 294 265 410 03
HR 602 384 274 199 320 513 00
IT 731 543 239 208 217 427 05
CY 567 344 22 35 144 199 00
LV 600 662 56 73 116 155 09
LT 659 702 154 170 227 348 29
LU 754 433 86 182 121 243 04
HU 729 547 125 86 108 198 03
MT 516 678 19 43 34 193 17
NL 832 569 216 207 185 168 16
AT 889 486 245 401 122 191 00
PL 668 689 143 124 246 272 11
PT 863 409 145 56 50 166 08
RO 898 628 167 178 228 452 08
SI 756 469 87 126 100 131 02
SK 791 549 70 83 193 201 00
FI 888 441 92 113 169 165 04
SE 760 408 58 184 130 132 13
UK 806 536 175 326 190 225 13
IS 850 680 157 128 155 202 00
NO 672 558 93 75 102 104 16
q7b - base respondents who have seen or heard about product recalls N=13835
The figure is significantly different (plt005) compared to the EU28 result
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 21
45 Preferred communication channels
q18 - How would you prefer to receive information about recalls of products you have
purchased
Traditional
press or media Online media
A consumer
association or a
dedicated
information
service platform
Visual
communication
The sellerrsquos or
manufacturerrsquos
website
Directly
Via a
notification
through a
mobile
application
EU28 825 624 545 635 559 840 554
EU27_2019 827 628 557 632 567 828 544
North 811 602 456 558 520 890 503
South 832 647 603 620 570 845 580
East 796 675 549 660 634 847 662
West 834 595 523 641 530 829 504
BE 866 625 544 629 592 878 576
BG 741 631 496 627 559 785 542
CZ 817 650 441 578 540 803 541
DK 832 661 498 492 404 881 437
DE 862 610 526 663 507 789 366
EE 800 636 370 551 480 866 468
IE 829 627 550 705 550 921 676
EL 749 725 676 603 605 855 716
ES 877 656 675 733 635 869 650
FR 793 545 556 606 558 769 544
HR 750 659 544 572 558 813 594
IT 817 632 520 535 514 819 491
CY 811 596 535 437 501 764 504
LV 690 654 497 667 585 840 587
LT 679 698 547 611 611 844 562
LU 861 618 467 675 583 747 446
HU 790 657 554 669 580 775 573
MT 732 687 595 498 487 957 700
NL 884 666 549 578 585 836 572
AT 905 616 636 703 525 837 412
PL 826 708 577 705 709 862 734
PT 817 623 708 651 580 888 662
RO 774 683 623 698 663 942 772
SI 684 524 337 405 275 659 227
SK 780 627 440 564 583 802 537
FI 903 624 478 562 554 905 577
SE 811 513 395 558 532 915 470
UK 808 597 458 652 505 928 619
IS 891 799 627 608 595 914 594
NO 703 536 416 475 387 933 499
q18 - base all respondents N=25541The figure is significantly different (plt005) compared to the EU28 result
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 22
5 Consumer responses to product recalls
51 Responses to general product recall information
Note the last column of this table is based on a derived proportion of those respondents who owned the product but 1) did not follow the instrution of the notice and 2) did not say that they took no action in response to it
52 Responses to product recalls for products owned
Note Due to the low overall sample available is it not possible to draw statistically robust comparisons for specific countries Therefore no country results are displayed for question q12c
You checked
to see if it
concerned a
product you
owned
You took no
action
because you
did not own
the product
Told other
people about
it
Owned the product
and followed the
instructions of the
recall notice
Took no
action even
though you
owned the
product
Took some action but
did not follow the
instructions of the
recall notice1
EU28 774 790 616 649 143 208
EU27_2019 765 802 625 634 161 205
North 659 801 447 467 198 335
South 827 802 731 748 130 123
East 684 783 665 424 157 419
West 790 786 577 694 139 168
The figure is significantly different (plt005) compared to the EU28 result
q7c1 - base respondents who have seen or heard about product recalls N=14093
q7c1 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the communication about the product recall
q12c - Thinking about this product recall what actions did you take in response
You contacted
the
manufacturer
seller for more
information
You contacted
the
manufacturer
seller for
reimbursement
You returned
the product
You threw
the product
away
You
continued
using the
product with
extra caution
You told
others about
the product
recall
You took no
action
EU28 557 413 463 73 312 490 39
EU27_2019 547 434 448 81 280 483 41
North 394 394 471 50 141 273 118
South 561 360 404 118 277 530 25
East 490 446 476 118 276 427 72
West 574 433 488 48 342 493 37
q12c - base respondents who have seen or received notices about recalled products that they have
purchased N=2393
The figure is significantly different (plt005) compared to the EU28 result
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 23
53 Drivers of consumer actions ndash hypothetical scenario
If the
potential
danger was
clearly
communicated
and it seemed
serious
If the specific
action to take
was clearly
communicate
d
If the product
was
expensiveva
luable
If there was
a financial
incentive
If I had
already
experienced
the issue that
was identified
in the
product recall
Other
EU28 955 935 799 648 919 440
EU27_2019 952 931 791 650 915 434
North 967 922 865 725 946 426
South 950 944 744 635 906 346
East 950 923 782 658 914 540
West 959 936 827 643 924 452
BE 940 921 837 664 888 540
BG 879 819 732 653 797 556
CZ 954 926 867 814 876 599
DK 970 888 852 726 940 358
DE 974 959 858 654 969 416
EE 974 933 897 760 962 754
IE 959 933 884 666 933 529
EL 962 934 818 660 938 483
ES 974 962 704 600 955 182
FR 917 874 743 638 833 402
HR 870 811 752 645 707 290
IT 924 926 734 635 851 365
CY 967 948 835 730 939 597
LV 924 914 899 859 934 641
LT 936 927 888 737 924 352
LU 950 923 884 712 959 552
HU 961 924 871 697 957 624
MT 949 928 849 769 906 481
NL 974 952 847 615 952 664
AT 971 957 865 663 973 382
PL 961 924 867 679 963 562
PT 984 972 893 747 973 804
RO 955 969 519 471 886 471
SI 987 982 945 887 987 545
SK 976 953 830 737 950 541
FI 975 946 875 653 967 541
SE 977 926 849 730 943 338
UK 979 962 853 634 948 485
IS 972 939 797 626 940 344
NO 961 931 877 780 948 429
q8a1 - base all respondents N=25541
The figure is significantly different (plt005) compared to the EU28 result
q8a1 - If you heard [about two real-life examples of product recalls] and you owned one of [the recalled products] what would have made you take any actions
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 24
If the potential
danger was
clearly
communicated
and it seemed
serious
If the specific
action to take
was clearly
communicated
If the product
was
expensiveva
luable
If there was
a financial
incentive
If the person I
knew had already
experienced the
issue that was
identified in the
product recall
Other
EU28 948 920 751 618 903 427
EU27_2019 943 916 745 622 898 422
North 948 887 780 636 887 405
South 947 927 708 609 898 327
East 946 921 760 638 914 552
West 949 920 767 613 902 433
BE 917 887 762 602 887 527
BG 869 820 737 637 805 555
CZ 953 917 836 794 919 600
DK 938 857 734 606 871 342
DE 958 937 802 636 945 395
EE 958 946 874 635 934 753
IE 962 939 802 609 929 516
EL 950 917 777 636 906 486
ES 980 946 656 570 959 144
FR 914 880 687 625 814 392
HR 866 843 712 644 722 294
IT 917 911 709 610 851 357
CY 854 808 692 577 808 491
LV 915 883 855 819 895 637
LT 934 889 826 712 870 349
LU 880 855 823 656 941 514
HU 954 916 819 679 912 634
MT 887 858 783 682 849 441
NL 945 898 758 553 876 637
AT 950 941 808 630 938 359
PL 956 925 847 661 960 576
PT 979 954 864 744 909 784
RO 956 962 506 454 889 498
SI 978 974 942 894 977 543
SK 968 940 806 663 938 530
FI 961 927 812 531 902 509
SE 955 874 748 655 886 308
UK 977 945 793 588 936 457
IS 964 900 726 518 912 335
NO 950 910 824 720 916 411
q8a2 - base all respondents N=25541
The figure is significantly different (plt005) compared to the EU28 result
q8a2 - If you heard [about two real-life examples of product recalls] and you knew someone who owned one of [the recalled products] what would have made you take any actions
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 25
54 Drivers of consumer actions ndash real scenario
q7cx1 - What would have made you take some action
If the potential
danger was
more clearly
communicated
and seemed
serious
If the specific
action to take
was more
clearly
communicated
If the product
was expensive
valuable
If I knew
someone who
owned the
product
If I owned the
product myself
EU28 900 843 739 926 979
EU27_2019 895 843 735 918 978
North 901 780 770 913 968
South 933 881 731 907 990
East 945 903 778 947 971
West 875 820 727 928 979
BE 921 837 753 916 975
BG 958 874 808 875 879
CZ 975 947 880 947 971
DK 934 873 759 944 978
DE 826 785 714 952 989
EE 961 887 885 955 992
IE 924 844 779 944 987
EL 984 950 860 944 990
ES 951 867 675 984 1000
FR 882 860 701 844 946
HR 892 837 847 820 890
IT 911 864 715 861 987
CY 973 963 891 950 988
LV 921 894 888 913 963
LT 918 868 852 856 969
LU 830 856 839 934 975
HU 932 924 791 951 984
MT 944 884 822 895 972
NL 888 778 746 924 979
AT 846 779 701 933 988
PL 963 911 849 972 983
PT 989 975 890 986 986
RO 896 850 500 926 972
SI 994 981 968 992 1000
SK 964 917 820 974 981
FI 877 701 764 884 964
SE 885 735 732 921 963
UK 929 847 760 969 989
IS 974 913 767 940 990
NO 865 813 857 941 978
The figure is significantly different (plt005) compared to the EU28 resultq7cx1 - base respondents who have seen or heard about product recalls but took no
action N=11741
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 26
6 The impact of product recalls
61 Responses from manufacturerssellers
Note Due to the low overall sample available is it not possible to draw statistically robust comparisons for specific countries Therefore no country results are displayed for questions q13 and q15
62 Consumer satisfaction with the recall experience
q13 - How did the manufacturerseller respond to your contact about
the recall
They offered
to repair the
product
They offered
to replace
the product
They asked
me to throw
the product
away
They asked
me to return
the product
They offered
to reimburse
me
They offered
no
compensation
EU28 689 585 46 513 343 247
EU27_2019 655 616 53 503 380 223
North 607 587 79 544 361 294
South 618 609 71 413 283 262
East 594 746 122 720 398 296
West 734 556 25 531 362 232
q13 - base respondents who have seen or received notices about recalled products that they have
purchased and made contact right away N=1248
The figure is significantly different (plt005) compared to the EU28 result
q15 - How satisfied or dissatisfied are you with
the following aspects of the product recall
process
The time it
required
The ease of
the process
The
compensatio
nreimburse
ment if any
The assistance
received from the
manufacturer
seller in resolving
any issues if any
EU28 71 76 70 78
EU27_2019 72 77 74 79
North 68 74 69 77
South 75 78 73 80
East 69 73 75 76
West 69 76 69 78
The figure is significantly different (plt005) compared to the EU28 result
q15 - base respondents who have seen or received notices about recalled
products that they have purchased N=2393
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 27
63 Satisfaction with product recall information
It was clear
which specific
product was
recalled
It was clear
where the
product had
been sold
It was clear
what specific
danger was
posed by the
product
It was clear
who to contact
for more
information
It was clear what
procedure to
follow to return
replace or
dispose of the
product
It was clear what
procedure to follow
to receive a
reimbursement or
compensation
The
communication
was easy to
access and
visible
EU28 85 75 79 71 71 63 74
EU27_2019 84 76 79 70 71 63 74
North 86 73 81 69 68 60 72
South 85 75 80 71 69 62 74
East 86 78 82 69 73 65 72
West 85 74 78 72 72 64 75
BE 85 76 75 68 68 58 73
BG 83 75 80 64 60 55 78
CZ 84 78 85 72 76 66 75
DK 85 72 79 67 68 57 67
DE 84 73 77 69 70 62 76
EE 90 75 82 68 62 51 78
IE 87 76 80 75 77 69 75
EL 85 68 77 62 65 51 71
ES 82 76 80 66 62 54 69
FR 82 78 77 75 74 70 74
HR 81 79 79 74 75 74 76
IT 86 77 81 74 73 67 77
CY 84 79 73 62 58 54 72
LV 85 71 80 58 58 48 72
LT 81 73 77 62 60 50 73
LU 74 70 69 65 65 62 75
HU 90 82 86 76 76 72 79
MT 85 71 78 64 64 58 70
NL 86 79 79 72 72 65 75
AT 80 70 76 67 65 57 75
PL 83 75 78 62 70 59 62
PT 85 64 77 67 65 55 75
RO 90 80 84 75 74 68 80
SI 92 84 83 81 80 72 83
SK 93 79 88 70 74 65 79
FI 88 77 85 77 80 73 74
SE 87 70 80 67 63 56 72
UK 87 71 81 73 74 64 74
IS 91 76 83 72 65 60 69
NO 87 69 81 69 68 63 73
q7d - base respondents who have seen or heard about product recalls N=14093The figure is significantly different (plt005) compared to the EU28 result
q7d - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you remember seing or hearing in the past 2 years
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 28
64 Satisfaction with product recall information
Note Due to the low overall sample available is it not possible to draw statistically robust comparisons for specific countries Therefore no country results are displayed for question q16
q16 - Thinking about this product recall experience
which of the following statements apply to you
It increased
my confidence
in the
brandsellersh
op
I became more
distrustful of
the
brandsellersh
op
I started
paying more
attention to
information
about
product
recalls
EU28 544 301 635
EU27_2019 544 295 665
North 644 211 533
South 491 331 777
East 588 353 721
West 556 285 565
The figure is significantly different (plt005) compared to the EU28 result
q16 - base respondents who have seen or received notices about recalled
products that they have purchased N=2393
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 29
7 Vulnerable consumers
71 Awareness of rights and responsibilities
Consumersrsquo awareness of manufacturers being legally required to recall dangerous
products is associated most closely with their financial situation followed by
occupation and education
Consumersrsquo agreement with the statement that it is the responsibility of the
manufacturer to recall the product as soon as they know about the risks it poses is
associated most closely with their education level their age and with how many young
children they have
759 A 754 A 734 A 762 A 765 A 766 A 715 766 A 756 A
758 A 757 A 753 A 777 A 668 767 B 761 AB 740 A
781 BC 789 C 787 C 722 A 728 AB 702 A 707 A 740 AB
780 751 A 742 A 742 A 770 A 757 A 765 A
Retired
Online buying behaviour Children
q5_1 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q5_1 - Do you know if manufacturers are legally required to recall products that are dangerous to consumers - Yes I think they are
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
979 A 982 A 983 AB 984 B 972 A 978 AB 985 A 987 A 972
980 A 980 A 982 A 980 A 963 A 979 A 978 A 985 A
985 A 980 A 985 A 975 A 975 A 968 A 966 A 981 A
983 A 979 A 981 A 976 A 973 AB 983 AB 984 B
Retired
Online buying behaviour Children
q8b_1 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_1 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - It is the responsibility of the manufacturer to recall the product as soon as they know about the risks it poses
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 30
Consumersrsquo agreement with the statement that it is the responsibility of the seller to
inform consumers who purchased the product about the risk it poses is associated
most closely with their online buying behaviour their education level and their
occupation
Consumersrsquo agreement with the statement that consumers who learn about a recall
notice about a product they have purchased should act immediately is associated most
closely with their education level gender and financial status
884 A 883 A 891 A 885 A 882 A 866 A 909 A 898 A 867
870 AB 896 B 890 B 852 A 871 AB 881 A 884 A 885 A
876 ABC 894 BC 866 A 890 BC 845 AB 913 C 893 ABC 904 C
877 A 871 A 913 881 A 866 A 878 A 890 A
Retired
Online buying behaviour Children
q8b_2 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_2 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - It is the responsibility of the seller to inform consumers who purchased the product about the risks it poses
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
914 933 918 A 917 A 930 A 939 A 946 A 936 A 909
949 C 932 BC 926 B 895 A 918 ABC 919 A 929 A 920 A
923 A 917 A 920 A 926 A 927 A 919 A 946 A 926 A
926 A 918 A 929 A 908 A 914 AB 925 AB 937 B
Retired
Online buying behaviour Children
q8b_3 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_3 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - Consumers who learn about a recall notice about a product they have purchased should take action immediately
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 31
Consumersrsquo agreement with the statement that it is important for them to pay
attention to product recalls is associated most closely with their gender how many
young children they have and their age
72 Product registration
Consumersrsquo awareness that by registering a product they can be contacted directly in
case there is a problem with this product is associated most closely with their gender
their online buying behaviour and their education level
931 948 928 A 940 AB 939 A 958 B 943 AB 948 B 931 A
931 AB 938 AB 947 B 929 A 890 AB 941 A 941 A 936 A
932 A 943 A 946 A 942 A 932 A 938 A 927 A 931 A
939 A 935 A 948 A 926 A 934 A 930 A 956
Retired
Online buying behaviour Children
q8b_4 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_4 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - It is important for consumers to pay attention to product recalls
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
458 340 377 AB 418 C 413 BC 371 A 342 400 A 405 A
387 AB 389 A 390 A 434 B 413 AB 403 A 405 A 383 A
440 C 438 C 409 BC 381 AB 335 A 352 A 347 AB 385 AB
457 408 317 381 A 428 B 381 AB 410 AB
Retired
Online buying behaviour Children
q9a - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q9a - Did you know that by registering a product you can be contacted directly in case there is a problem with that product - Yes I did
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 32
Registering a product in order to be contacted in case of problems with a product is
associated most closely with consumersrsquo online buying behaviour their financial status
and their age
Consumersrsquo agreement with the statement that allowing the seller or manufacturer to
inform them about potential issues with the product is an important factor in their
decision to register a product is associated most closely with their financial status
710 A 716 A 721 AB 684 A 713 AB 774 B 746 A 705 A 714 A
815 B 709 A 701 A 709 A 768 AB 710 A 704 A 725 A
722 AB 729 AB 687 A 747 B 736 AB 697 AB 681 AB 721 AB
679 A 711 A 780 710 A 697 A 709 A 719 A
Retired
Online buying behaviour Children q9b - base EU28
respondents that know you
can be contacted in case
there is a problem with a
product after you registered
the product (N=8665)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q9b - And do you usually register the product so you can be contacted in case of problems with that product - Yes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
85 A 86 A 85 A 86 A 86 A 84 A 85 A 86 A 85 A
86 AB 84 A 86 AB 86 B 84 AB 85 A 86 A 86 A
85 A 86 A 85 A 87 A 83 A 84 A 85 A 87 A
86 A 86 A 85 A 85 A 84 A 86 A 86 A
2018
q10_3 - How important are the following factors in your decision to register your contact details when buying a product - Registration will
allow the seller or manufacturer to inform me about potential issues with the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_3 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 33
Consumersrsquo agreement with the statement that knowing that their data will not be
used for marketing purposes is an important factor in their decision to register a
product is associated most closely with their gender online buying behaviour and
education level
Consumersrsquo agreement with the statement that having trust in the brand or the seller
is an important factor in their decision to register a product is associated most closely
with their financial situation
83 87 85 AB 86 B 83 A 84 AB 81 A 86 B 84 AB
88 B 83 A 84 A 86 AB 83 AB 85 A 85 A 85 A
85 A 84 A 86 A 84 A 84 A 86 A 81 A 83 A
85 A 86 A 81 83 A 85 AB 83 A 86 B
2018
q10_4 - How important are the following factors in your decision to register your contact details when buying a product - I know my data
such as email address will not be used for marketing purposes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_4 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
80 A 81 A 81 A 82 A 80 A 79 A 82 A 81 A 80 A
81 AB 79 A 81 B 82 B 76 AB 80 A 81 A 80 A
80 A 82 A 81 A 80 A 77 A 81 A 77 A 82 A
81 A 81 A 78 A 81 A 79 A 80 A 81 A
2018
q10_5 - How important are the following factors in your decision to register your contact details when buying a product - I trust the brand or
seller
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_5 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 34
Consumersrsquo agreement with the statement that the product being expensive is an
important factor in their decision to register a product is associated most closely with
how many young children they have their financial situation and education level
73 Exposure to product recalls
Consumersrsquo exposure to product recall notices is associated most closely with their
online buying behaviour education level and occupation
69 A 70 A 71 A 68 A 69 A 69 A 70 AB 67 A 71 B
75 B 71 AB 68 A 69 A 66 AB 69 A 70 A 70 A
69 AB 70 AB 67 A 71 B 64 A 71 AB 70 AB 71 AB
69 A 70 A 69 A 69 A 71 AB 73 B 68 A
2018
q10_6 - How important are the following factors in your decision to register your contact details when buying a product - The product is
expensive
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_6 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
590 547 535 A 610 B 602 B 506 A 449 562 599
510 A 542 A 586 B 601 B 486 A 575 A 575 A 554 A
593 DE 602 DE 618 E 512 B 481 AB 520 ABC 446 A 564 CD
642 585 470 553 A 534 A 553 A 589
Retired
Online buying behaviour Children
q6 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q6 - Apart from the Ikea furniture and Samsung phone examples in the past 2 years have you seen or heard any other information notices
ads or announcements concerning the recall of a specific product - Yes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 35
Consumersrsquo exposure to product recalls for products they had purchased themselves is
associated most closely with their online buying behaviour gender and education
level
Consumersrsquo likelihood to have seen or heard information about product recalls in the
last 2 years is associated most closely with their gender age and education level
144 107 116 AB 142 C 135 BC 88 A 79 131 A 126 A
108 AB 121 ABC 122 B 147 C 84 A 133 B 128 AB 112 A
139 B 135 AB 135 B 96 A 95 AB 107 AB 92 A 129 AB
146 A 133 A 81 111 A 132 AB 123 AB 135 B
Retired
Online buying behaviour Children
q11 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q11 - In the last 2 years have you seen or received any notice or request to return a product you had purchased yourself - Yes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
846 741 727 822 A 819 A 802 A 743 800 A 796 A
730 A 776 AB 802 BC 824 C 753 ABC 819 B 778 A 792 AB
786 AB 788 AB 820 B 779 A 747 A 782 AB 788 AB 784 AB
811 B 781 A 796 AB 791 AB 750 A 778 AB 810 B
Retired
Online buying behaviour Childrenq7a_1 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7a_1 - In the last 2 years for which of the following product categories did you see or hear information about product recalls - Cars or other
motor vehicles
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 36
Consumersrsquo preference of receiving information about recalls of products they have
purchased via traditional press or media is associated most closely with their financial
status gender and age
Consumersrsquo preference of receiving information about recalls of products they have
purchased via online media is associated most closely with their age online buying
behaviour and with how many young children they have
809 842 787 839 A 838 A 842 A 786 A 839 820 A
798 A 841 B 840 B 780 A 755 A 831 A 822 A 823 A
814 ABC 808 ABC 843 D 815 BC 764 A 846 CD 772 AB 842 CD
801 831 A 842 A 828 A 816 A 816 A 828 A
Retired
Online buying behaviour Children
q18_1 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q18_1 - How would you prefer to receive information about recalls of products you have purchased - Traditional press or media
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
630 A 624 A 728 645 600 508 622 AB 640 B 615 A
597 A 635 A 632 A 615 A 602 A 623 A 635 A 620 A
629 ABC 656 C 646 C 643 BC 649 ABC 595 AB 643 ABC 587 A
686 654 532 627 A 672 B 642 AB 616 A
Retired
Online buying behaviour Children
q18_2 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q18_2 - How would you prefer to receive information about recalls of products you have purchased - Online media
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 37
Consumersrsquo preference to receive information about recalls of products they have
purchased directly is associated most closely with their online buying behaviour
gender and occupation
74 Consumer responses to product recalls
Consumersrsquo likelihood to check if a recall notice concerned a product they owned is
associated most closely with their online buying behaviour financial situation and
occupation
850 832 854 A 849 A 837 A 815 A 841 A 839 A 842 A
844 A 844 A 839 A 843 A 783 A 844 A 844 A 833 A
838 AB 871 B 846 AB 822 A 832 AB 838 AB 805 A 841 AB
877 835 A 813 A 835 A 809 A 843 A 848 A
Retired
Online buying behaviour Children
q18_6 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q18_6 - How would you prefer to receive information about recalls of products you have purchased - Directly
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
778 A 771 A 781 A 779 A 760 A 772 A 735 A 785 A 771 A
706 A 763 AB 792 C 771 BC 695 AB 780 A 772 A 771 A
768 AB 803 BC 817 C 723 A 717 A 760 ABC 774 ABC 742 A
812 765 A 735 A 760 A 782 A 798 A 776 A
2018
q7crow1_1 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You checked to see if it concerned a product you owned
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow1_1 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 38
Consumersrsquo likelihood to take no action even though they owned a recalled product is
associated most closely with their education level gender and financial status
Consumersrsquo likelihood to follow the instructions of the recall notice to send back the
product or contact the manufacturer or the seller is associated most closely with the
degree of urbanisation and their occupation
166 117 219 B 136 AB 122 AB 104 A 283 119 A 140 A
154 AB 163 B 138 B 130 B 56 A 136 A 142 A 145 A
136 ABC 131 ABC 111 AB 157 ABC 134 ABC 235 C 75 A 185 BC
136 A 141 A 152 A 132 A 113 A 140 A 154 A
2018
q7crow3_3 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You took no action even though you owned the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow3_3 - base EU28
respondents who have seen
or heard about product
recalls (N=2631)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
774 A 742 A 751 A 746 A 773 A 777 A 761 A 759 A 756 A
759 A 774 A 740 A 797 A 650 A 790 B 763 AB 719 A
796 A 835 A 770 A 735 A 651 A 743 A 651 A 703 A
770 A 760 A 730 A 721 A 797 A 742 A 780 A
2018
q7crow4_4 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You owned the product and followed the instructions of the recall notice to send back the product or
contact the manufacturerseller
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow4_4 - base EU28
respondents who have seen
or heard about product
recalls (N=2174)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 39
Consumersrsquo likelihood to tell other people about a product recall is associated most
closely with their financial status gender and age
75 Drivers of consumer actions
Consumersrsquo agreement with the statement that they would have taken action if the
potential danger was more clearly communicated and seemed serious is associated
most closely with how many young children they have and with their occupation
601 631 654 B 597 A 594 A 626 AB 636 AB 646 B 591 A
641 BC 676 C 622 B 524 A 551 AB 605 A 627 A 612 A
593 AB 639 AB 639 B 644 B 561 AB 548 A 604 AB 585 AB
619 AB 601 A 642 B 600 AB 588 AB 589 A 640 B
2018
q7crow5_5 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You told other people about it
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow5_5 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
894 A 906 A 884 A 901 A 904 A 917 A 915 A 912 A 891 A
920 A 902 A 903 A 890 A 862 A 908 A 901 A 892 A
876 A 915 AB 892 A 927 B 894 AB 924 AB 945 B 898 AB
901 A 895 A 912 A 911 AB 928 B 875 A 892 AB
Retired
Online buying behaviour Children q7cx1_1 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_1 - What would have made you take some action - If the potential danger was more clearly communicated and seemed serious
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 40
Consumersrsquo agreement with the statement that they would have taken action if the
specific action to take was more clearly communicated is associated most closely with
their financial status online buying behaviour and occupation
Consumersrsquo agreement with the statement that they would have taken action if the
product was expensive or valuable is associated most closely with their education
level age and financial status
836 A 852 A 832 AB 831 A 851 AB 883 B 849 A 858 A 834 A
866 AB 870 B 845 AB 812 A 761 A 841 A 834 A 857 A
841 AB 869 AB 838 AB 877 B 819 AB 862 AB 833 AB 822 A
842 AB 834 A 872 B 854 A 803 A 824 A 850 A
Retired
Online buying behaviour Children q7cx1_2 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_2 - What would have made you take some action - If the specific action to take was more clearly communicated
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
733 A 744 A 788 B 713 A 736 AB 724 AB 810 A 760 A 715
771 AB 773 B 733 A 701 A 713 AB 748 A 737 A 732 A
726 A 727 A 727 A 745 A 770 A 755 A 778 A 755 A
756 A 724 A 742 A 727 A 731 A 729 A 751 A
Retired
Online buying behaviour Children q7cx1_3 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_3 - What would have made you take some action - If the product was expensivevaluable
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 41
Consumersrsquo agreement with the statement that they would have taken action if they
knew someone who owned the product is associated most closely with their online
buying behaviour gender and occupation
Consumersrsquo agreement with the statement that they would have taken action if they
owned the product themselves is associated most closely with their financial status
their online buying behaviour and occupation
916 936 929 A 923 A 917 A 935 A 905 A 918 A 934 A
932 AB 923 AB 931 AB 910 A 955 B 918 A 931 A 927 A
928 AB 898 A 941 B 943 B 904 AB 882 AB 954 B 910 AB
951 911 A 917 A 915 A 894 A 920 A 938 A
Retired
Online buying behaviour Children q7cx1_4 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_4 - What would have made you take some action - If I knew someone who owned the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
976 A 983 A 983 A 979 A 974 A 980 A 981 A 983 A 977 A
989 BC 976 A 982 AB 973 A 995 C 980 A 979 A 979 A
975 AB 986 B 985 B 960 A 971 AB 981 AB 990 B 981 AB
986 B 973 A 981 AB 981 A 968 A 980 A 980 A
Retired
Online buying behaviour Children q7cx1_5 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10507)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_5 - What would have made you take some action - If I owned the product myself
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 42
Consumersrsquo agreement with the statement that it was clear which specific product was
recalled is associated most closely with their online buying behaviour
Consumersrsquo agreement with the statement that it was clear where the product has
been sold is associated most closely with their financial status and occupation
85 A 85 A 85 A 85 A 85 A 84 A 83 A 85 A 85 A
83 A 84 A 85 A 85 A 83 A 84 A 85 A 85 A
84 A 85 A 85 A 85 A 85 A 84 A 84 A 85 A
86 A 85 A 83 84 A 84 A 85 A 86 A
Retired
Online buying behaviour Childrenq7d_1 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_1 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear which specific product was recalled
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
74 A 75 A 76 A 75 A 74 A 73 A 73 A 76 A 74 A
73 A 73 A 75 AB 77 B 72 AB 75 A 75 A 74 A
74 A 73 A 75 AB 77 B 73 AB 72 A 74 AB 76 AB
74 A 75 A 75 A 74 A 74 A 75 A 75 A
Retired
Online buying behaviour Childrenq7d_2 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_2 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear where the product had been sold
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 43
Consumersrsquo agreement with the statement that it was clear what specific danger was
posed by the product is associated most closely with their age occupation and online
buying behaviour
Consumersrsquo agreement with the statement that it was clear who to contact for more
information is associated most closely with their online buying behaviour financial
status and with how many young children they have
79 A 80 A 79 AB 78 A 79 A 83 B 78 A 80 A 79 A
77 A 78 A 80 A 80 A 78 A 79 A 79 A 80 A
80 BC 77 A 80 BC 81 BC 78 ABC 80 ABC 83 C 78 AB
79 AB 80 B 78 A 78 A 79 A 80 A 80 A
Retired
Online buying behaviour Childrenq7d_3 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_3 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what specific danger was posed by the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
71 A 70 A 70 A 71 A 70 A 72 A 70 A 71 A 71 A
70 AB 69 A 71 AB 73 B 70 AB 71 A 71 A 71 A
71 AB 70 AB 70 A 73 B 68 AB 72 AB 72 AB 71 AB
72 B 71 AB 69 A 69 A 71 AB 73 B 72 B
Retired
Online buying behaviour Childrenq7d_4 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_4 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear who to contact for more information
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 44
Consumersrsquo agreement with the statement that it was clear what procedure to follow
to return replace or dispose of the product is associated most closely with their online
buying behaviour financial status and education level
Consumersrsquo agreement with the statement that it was clear what procedure to follow
to receive a reimbursement or compensation is associated most closely with their age
online buying behaviour and with how many young children they have
71 A 71 A 69 A 72 B 71 AB 72 AB 71 AB 73 B 70 A
68 A 70 A 71 A 74 B 70 AB 72 A 71 A 71 A
70 A 71 A 71 A 72 A 68 A 74 A 70 A 72 A
73 71 A 69 A 69 A 72 AB 71 AB 72 B
Retired
Online buying behaviour Childrenq7d_5 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_5 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what procedure to follow to return replace or dispose of the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
63 A 64 A 61 A 64 BC 62 AB 67 C 64 AB 65 B 62 A
62 AB 63 AB 64 AB 65 B 56 A 64 AB 64 B 62 A
62 A 62 A 63 A 67 B 63 AB 65 AB 69 B 64 AB
65 A 64 A 61 61 66 A 64 A 65 A
Retired
Online buying behaviour Childrenq7d_6 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_6 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what procedure to follow to receive a reimbursement or compensation
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 45
Consumersrsquo agreement with the statement that the communication was easy to access
and visible is associated most closely with their financial status gender and with how
many young children they have
Consumersrsquo agreement with the statement that minimum effort required on their part
is an important factor in their decision to register when buying a product is associated
most closely with their education level occupation and financial status
73 75 73 A 74 A 76 A 74 A 75 A 75 A 73 A
73 AB 72 A 75 B 77 66 A 74 A 75 A 74 A
74 A 73 A 75 A 75 A 74 A 72 A 73 A 73 A
75 A 74 A 73 A 73 A 75 AB 74 AB 75 B
Retired
Online buying behaviour Childrenq7d_7 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_7 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - The communication was easy to access and visible
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
75 A 77 A 78 B 76 AB 74 AB 73 A 81 75 A 75 A
79 BC 75 ABC 75 AB 78 C 68 A 76 A 75 A 76 A
73 B 75 BC 77 BC 76 BC 65 A 76 BC 71 ABC 78 C
77 A 75 A 74 A 75 A 75 A 74 A 77 A
Retired
Online buying behaviour Children q10_1 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q10_1 - How important are the following factors in your decision to register your contact details when buying a product - There is minimum
effort required on my part
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 46
Consumersrsquo agreement with the statement that receiving an incentive such as a
voucher discount or gift is an important factor in their decision to register when
buying a product is associated most closely with their financial status education level
and age
55 A 57 A 61 56 A 53 A 51 A 63 54 A 57 A
65 B 59 B 55 A 53 A 47 A 56 A 57 A 56 A
54 A 56 A 53 A 61 B 56 AB 58 AB 59 AB 58 AB
55 A 57 A 57 A 56 A 60 A 55 A 56 A
2018
q10_2 - How important are the following factors in your decision to register your contact details when buying a product - I receive an
incentive such as a voucher discount or gift
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_2 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 18
42 Exposure by product category
q7a - In the last 2 years for which of the following product categories did you see or
hear information about product recalls
Cars or other
motor vehicles
Home electrical
appliances such
as washing
machines water
boilers and
cookers
Electronic products
such as computers
mobile phones and
accessories such as
chargers
Products for
children Cosmetics Other
EU28 788 334 553 605 225 309
EU27_2019 777 274 547 616 247 313
North 732 272 589 692 148 259
South 788 226 558 570 276 204
East 667 212 506 669 283 339
West 827 412 560 591 198 342
BE 870 191 641 611 147 352
BG 624 144 362 530 229 120
CZ 610 173 445 894 241 257
DK 808 190 649 796 165 233
DE 878 266 492 551 211 359
EE 769 119 308 481 65 125
IE 845 427 650 570 164 416
EL 790 228 645 588 326 199
ES 889 130 445 656 350 53
FR 706 452 613 682 319 366
HR 730 374 611 717 424 229
IT 739 271 611 552 254 268
CY 474 198 197 494 138 118
LV 748 205 361 474 123 159
LT 644 418 644 561 172 216
LU 702 228 520 485 125 415
HU 739 246 450 639 163 239
MT 623 125 312 456 123 317
NL 788 256 595 751 173 410
AT 906 291 505 508 163 308
PL 583 161 503 643 322 443
PT 875 185 429 410 160 195
RO 891 332 657 546 235 289
SI 682 153 369 591 101 706
SK 459 130 380 805 506 263
FI 656 356 678 791 186 333
SE 750 263 535 626 118 259
UK 847 652 583 542 108 284
IS 869 96 526 799 117 202
NO 779 263 479 461 100 264
q7a - base respondents who have seen or heard about product recalls N=14093The figure is significantly different (plt005) compared to the EU28 result
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 19
Note Due to the low overall sample available is it not possible to draw statistically robust comparisons for specific countries Therefore no country results are displayed for questions q12a and q12b
43 Online versus offline purchases
q12a - Which product category did the recalled product belong to [this question refers
to general notices about product recalls]
Cars or other
motor
vehicles
Home electrical
appliances such
as washing
machines
water boilers
and cookers
Electronic
products such
as computers
tablets and
mobile phones
Electronic
product
accessories
such as
chargers and
adapters
Products for
childrenCosmetics Other
EU28 465 113 151 81 44 43 104
EU27_2019 436 100 167 84 50 49 114
North 352 116 165 115 93 11 148
South 404 97 161 133 40 56 109
East 238 118 227 89 108 69 151
West 530 119 135 54 34 35 93
q12a - base respondents who have seen or received notices about recalled products that they have
purchased N=2393
The figure is significantly different (plt005) compared to the EU28 result
q12b - Did you purchase the product
online or offline
Online Offline Donrsquot know
EU28 186 801 13
EU27_2019 191 798 12
North 154 782 64
South 144 850 06
East 260 726 15
West 197 791 12
q12b - base respondents who have seen or received notices about
recalled products that they have purchased N=2393
The figure is significantly different (plt005) compared to the EU28 result
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 20
44 Exposure by communication channel
q7b - How did you seehear about product recalls
Traditional
press or
media (eg
newspapers
television
radio etc)
Online media
A consumer
association or
a dedicated
information
service
platform
A physical
store
The sellerrsquos
or
manufacturer
rsquos website
A friend or
acquaintanceDonrsquot know
EU28 798 536 191 238 184 293 08
EU27_2019 796 537 194 221 183 305 07
North 797 507 111 139 146 183 11
South 772 540 210 171 172 377 06
East 754 608 151 128 218 303 07
West 819 519 202 301 183 270 08
BE 866 481 184 176 143 214 11
BG 673 391 32 55 112 189 18
CZ 848 612 210 116 245 303 02
DK 846 645 222 106 134 247 12
DE 868 507 162 307 136 254 06
EE 663 481 42 145 89 124 00
IE 808 580 195 320 208 270 16
EL 680 691 179 103 133 305 14
ES 883 520 171 140 111 345 04
FR 731 508 295 294 265 410 03
HR 602 384 274 199 320 513 00
IT 731 543 239 208 217 427 05
CY 567 344 22 35 144 199 00
LV 600 662 56 73 116 155 09
LT 659 702 154 170 227 348 29
LU 754 433 86 182 121 243 04
HU 729 547 125 86 108 198 03
MT 516 678 19 43 34 193 17
NL 832 569 216 207 185 168 16
AT 889 486 245 401 122 191 00
PL 668 689 143 124 246 272 11
PT 863 409 145 56 50 166 08
RO 898 628 167 178 228 452 08
SI 756 469 87 126 100 131 02
SK 791 549 70 83 193 201 00
FI 888 441 92 113 169 165 04
SE 760 408 58 184 130 132 13
UK 806 536 175 326 190 225 13
IS 850 680 157 128 155 202 00
NO 672 558 93 75 102 104 16
q7b - base respondents who have seen or heard about product recalls N=13835
The figure is significantly different (plt005) compared to the EU28 result
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 21
45 Preferred communication channels
q18 - How would you prefer to receive information about recalls of products you have
purchased
Traditional
press or media Online media
A consumer
association or a
dedicated
information
service platform
Visual
communication
The sellerrsquos or
manufacturerrsquos
website
Directly
Via a
notification
through a
mobile
application
EU28 825 624 545 635 559 840 554
EU27_2019 827 628 557 632 567 828 544
North 811 602 456 558 520 890 503
South 832 647 603 620 570 845 580
East 796 675 549 660 634 847 662
West 834 595 523 641 530 829 504
BE 866 625 544 629 592 878 576
BG 741 631 496 627 559 785 542
CZ 817 650 441 578 540 803 541
DK 832 661 498 492 404 881 437
DE 862 610 526 663 507 789 366
EE 800 636 370 551 480 866 468
IE 829 627 550 705 550 921 676
EL 749 725 676 603 605 855 716
ES 877 656 675 733 635 869 650
FR 793 545 556 606 558 769 544
HR 750 659 544 572 558 813 594
IT 817 632 520 535 514 819 491
CY 811 596 535 437 501 764 504
LV 690 654 497 667 585 840 587
LT 679 698 547 611 611 844 562
LU 861 618 467 675 583 747 446
HU 790 657 554 669 580 775 573
MT 732 687 595 498 487 957 700
NL 884 666 549 578 585 836 572
AT 905 616 636 703 525 837 412
PL 826 708 577 705 709 862 734
PT 817 623 708 651 580 888 662
RO 774 683 623 698 663 942 772
SI 684 524 337 405 275 659 227
SK 780 627 440 564 583 802 537
FI 903 624 478 562 554 905 577
SE 811 513 395 558 532 915 470
UK 808 597 458 652 505 928 619
IS 891 799 627 608 595 914 594
NO 703 536 416 475 387 933 499
q18 - base all respondents N=25541The figure is significantly different (plt005) compared to the EU28 result
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 22
5 Consumer responses to product recalls
51 Responses to general product recall information
Note the last column of this table is based on a derived proportion of those respondents who owned the product but 1) did not follow the instrution of the notice and 2) did not say that they took no action in response to it
52 Responses to product recalls for products owned
Note Due to the low overall sample available is it not possible to draw statistically robust comparisons for specific countries Therefore no country results are displayed for question q12c
You checked
to see if it
concerned a
product you
owned
You took no
action
because you
did not own
the product
Told other
people about
it
Owned the product
and followed the
instructions of the
recall notice
Took no
action even
though you
owned the
product
Took some action but
did not follow the
instructions of the
recall notice1
EU28 774 790 616 649 143 208
EU27_2019 765 802 625 634 161 205
North 659 801 447 467 198 335
South 827 802 731 748 130 123
East 684 783 665 424 157 419
West 790 786 577 694 139 168
The figure is significantly different (plt005) compared to the EU28 result
q7c1 - base respondents who have seen or heard about product recalls N=14093
q7c1 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the communication about the product recall
q12c - Thinking about this product recall what actions did you take in response
You contacted
the
manufacturer
seller for more
information
You contacted
the
manufacturer
seller for
reimbursement
You returned
the product
You threw
the product
away
You
continued
using the
product with
extra caution
You told
others about
the product
recall
You took no
action
EU28 557 413 463 73 312 490 39
EU27_2019 547 434 448 81 280 483 41
North 394 394 471 50 141 273 118
South 561 360 404 118 277 530 25
East 490 446 476 118 276 427 72
West 574 433 488 48 342 493 37
q12c - base respondents who have seen or received notices about recalled products that they have
purchased N=2393
The figure is significantly different (plt005) compared to the EU28 result
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 23
53 Drivers of consumer actions ndash hypothetical scenario
If the
potential
danger was
clearly
communicated
and it seemed
serious
If the specific
action to take
was clearly
communicate
d
If the product
was
expensiveva
luable
If there was
a financial
incentive
If I had
already
experienced
the issue that
was identified
in the
product recall
Other
EU28 955 935 799 648 919 440
EU27_2019 952 931 791 650 915 434
North 967 922 865 725 946 426
South 950 944 744 635 906 346
East 950 923 782 658 914 540
West 959 936 827 643 924 452
BE 940 921 837 664 888 540
BG 879 819 732 653 797 556
CZ 954 926 867 814 876 599
DK 970 888 852 726 940 358
DE 974 959 858 654 969 416
EE 974 933 897 760 962 754
IE 959 933 884 666 933 529
EL 962 934 818 660 938 483
ES 974 962 704 600 955 182
FR 917 874 743 638 833 402
HR 870 811 752 645 707 290
IT 924 926 734 635 851 365
CY 967 948 835 730 939 597
LV 924 914 899 859 934 641
LT 936 927 888 737 924 352
LU 950 923 884 712 959 552
HU 961 924 871 697 957 624
MT 949 928 849 769 906 481
NL 974 952 847 615 952 664
AT 971 957 865 663 973 382
PL 961 924 867 679 963 562
PT 984 972 893 747 973 804
RO 955 969 519 471 886 471
SI 987 982 945 887 987 545
SK 976 953 830 737 950 541
FI 975 946 875 653 967 541
SE 977 926 849 730 943 338
UK 979 962 853 634 948 485
IS 972 939 797 626 940 344
NO 961 931 877 780 948 429
q8a1 - base all respondents N=25541
The figure is significantly different (plt005) compared to the EU28 result
q8a1 - If you heard [about two real-life examples of product recalls] and you owned one of [the recalled products] what would have made you take any actions
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 24
If the potential
danger was
clearly
communicated
and it seemed
serious
If the specific
action to take
was clearly
communicated
If the product
was
expensiveva
luable
If there was
a financial
incentive
If the person I
knew had already
experienced the
issue that was
identified in the
product recall
Other
EU28 948 920 751 618 903 427
EU27_2019 943 916 745 622 898 422
North 948 887 780 636 887 405
South 947 927 708 609 898 327
East 946 921 760 638 914 552
West 949 920 767 613 902 433
BE 917 887 762 602 887 527
BG 869 820 737 637 805 555
CZ 953 917 836 794 919 600
DK 938 857 734 606 871 342
DE 958 937 802 636 945 395
EE 958 946 874 635 934 753
IE 962 939 802 609 929 516
EL 950 917 777 636 906 486
ES 980 946 656 570 959 144
FR 914 880 687 625 814 392
HR 866 843 712 644 722 294
IT 917 911 709 610 851 357
CY 854 808 692 577 808 491
LV 915 883 855 819 895 637
LT 934 889 826 712 870 349
LU 880 855 823 656 941 514
HU 954 916 819 679 912 634
MT 887 858 783 682 849 441
NL 945 898 758 553 876 637
AT 950 941 808 630 938 359
PL 956 925 847 661 960 576
PT 979 954 864 744 909 784
RO 956 962 506 454 889 498
SI 978 974 942 894 977 543
SK 968 940 806 663 938 530
FI 961 927 812 531 902 509
SE 955 874 748 655 886 308
UK 977 945 793 588 936 457
IS 964 900 726 518 912 335
NO 950 910 824 720 916 411
q8a2 - base all respondents N=25541
The figure is significantly different (plt005) compared to the EU28 result
q8a2 - If you heard [about two real-life examples of product recalls] and you knew someone who owned one of [the recalled products] what would have made you take any actions
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 25
54 Drivers of consumer actions ndash real scenario
q7cx1 - What would have made you take some action
If the potential
danger was
more clearly
communicated
and seemed
serious
If the specific
action to take
was more
clearly
communicated
If the product
was expensive
valuable
If I knew
someone who
owned the
product
If I owned the
product myself
EU28 900 843 739 926 979
EU27_2019 895 843 735 918 978
North 901 780 770 913 968
South 933 881 731 907 990
East 945 903 778 947 971
West 875 820 727 928 979
BE 921 837 753 916 975
BG 958 874 808 875 879
CZ 975 947 880 947 971
DK 934 873 759 944 978
DE 826 785 714 952 989
EE 961 887 885 955 992
IE 924 844 779 944 987
EL 984 950 860 944 990
ES 951 867 675 984 1000
FR 882 860 701 844 946
HR 892 837 847 820 890
IT 911 864 715 861 987
CY 973 963 891 950 988
LV 921 894 888 913 963
LT 918 868 852 856 969
LU 830 856 839 934 975
HU 932 924 791 951 984
MT 944 884 822 895 972
NL 888 778 746 924 979
AT 846 779 701 933 988
PL 963 911 849 972 983
PT 989 975 890 986 986
RO 896 850 500 926 972
SI 994 981 968 992 1000
SK 964 917 820 974 981
FI 877 701 764 884 964
SE 885 735 732 921 963
UK 929 847 760 969 989
IS 974 913 767 940 990
NO 865 813 857 941 978
The figure is significantly different (plt005) compared to the EU28 resultq7cx1 - base respondents who have seen or heard about product recalls but took no
action N=11741
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 26
6 The impact of product recalls
61 Responses from manufacturerssellers
Note Due to the low overall sample available is it not possible to draw statistically robust comparisons for specific countries Therefore no country results are displayed for questions q13 and q15
62 Consumer satisfaction with the recall experience
q13 - How did the manufacturerseller respond to your contact about
the recall
They offered
to repair the
product
They offered
to replace
the product
They asked
me to throw
the product
away
They asked
me to return
the product
They offered
to reimburse
me
They offered
no
compensation
EU28 689 585 46 513 343 247
EU27_2019 655 616 53 503 380 223
North 607 587 79 544 361 294
South 618 609 71 413 283 262
East 594 746 122 720 398 296
West 734 556 25 531 362 232
q13 - base respondents who have seen or received notices about recalled products that they have
purchased and made contact right away N=1248
The figure is significantly different (plt005) compared to the EU28 result
q15 - How satisfied or dissatisfied are you with
the following aspects of the product recall
process
The time it
required
The ease of
the process
The
compensatio
nreimburse
ment if any
The assistance
received from the
manufacturer
seller in resolving
any issues if any
EU28 71 76 70 78
EU27_2019 72 77 74 79
North 68 74 69 77
South 75 78 73 80
East 69 73 75 76
West 69 76 69 78
The figure is significantly different (plt005) compared to the EU28 result
q15 - base respondents who have seen or received notices about recalled
products that they have purchased N=2393
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 27
63 Satisfaction with product recall information
It was clear
which specific
product was
recalled
It was clear
where the
product had
been sold
It was clear
what specific
danger was
posed by the
product
It was clear
who to contact
for more
information
It was clear what
procedure to
follow to return
replace or
dispose of the
product
It was clear what
procedure to follow
to receive a
reimbursement or
compensation
The
communication
was easy to
access and
visible
EU28 85 75 79 71 71 63 74
EU27_2019 84 76 79 70 71 63 74
North 86 73 81 69 68 60 72
South 85 75 80 71 69 62 74
East 86 78 82 69 73 65 72
West 85 74 78 72 72 64 75
BE 85 76 75 68 68 58 73
BG 83 75 80 64 60 55 78
CZ 84 78 85 72 76 66 75
DK 85 72 79 67 68 57 67
DE 84 73 77 69 70 62 76
EE 90 75 82 68 62 51 78
IE 87 76 80 75 77 69 75
EL 85 68 77 62 65 51 71
ES 82 76 80 66 62 54 69
FR 82 78 77 75 74 70 74
HR 81 79 79 74 75 74 76
IT 86 77 81 74 73 67 77
CY 84 79 73 62 58 54 72
LV 85 71 80 58 58 48 72
LT 81 73 77 62 60 50 73
LU 74 70 69 65 65 62 75
HU 90 82 86 76 76 72 79
MT 85 71 78 64 64 58 70
NL 86 79 79 72 72 65 75
AT 80 70 76 67 65 57 75
PL 83 75 78 62 70 59 62
PT 85 64 77 67 65 55 75
RO 90 80 84 75 74 68 80
SI 92 84 83 81 80 72 83
SK 93 79 88 70 74 65 79
FI 88 77 85 77 80 73 74
SE 87 70 80 67 63 56 72
UK 87 71 81 73 74 64 74
IS 91 76 83 72 65 60 69
NO 87 69 81 69 68 63 73
q7d - base respondents who have seen or heard about product recalls N=14093The figure is significantly different (plt005) compared to the EU28 result
q7d - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you remember seing or hearing in the past 2 years
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 28
64 Satisfaction with product recall information
Note Due to the low overall sample available is it not possible to draw statistically robust comparisons for specific countries Therefore no country results are displayed for question q16
q16 - Thinking about this product recall experience
which of the following statements apply to you
It increased
my confidence
in the
brandsellersh
op
I became more
distrustful of
the
brandsellersh
op
I started
paying more
attention to
information
about
product
recalls
EU28 544 301 635
EU27_2019 544 295 665
North 644 211 533
South 491 331 777
East 588 353 721
West 556 285 565
The figure is significantly different (plt005) compared to the EU28 result
q16 - base respondents who have seen or received notices about recalled
products that they have purchased N=2393
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 29
7 Vulnerable consumers
71 Awareness of rights and responsibilities
Consumersrsquo awareness of manufacturers being legally required to recall dangerous
products is associated most closely with their financial situation followed by
occupation and education
Consumersrsquo agreement with the statement that it is the responsibility of the
manufacturer to recall the product as soon as they know about the risks it poses is
associated most closely with their education level their age and with how many young
children they have
759 A 754 A 734 A 762 A 765 A 766 A 715 766 A 756 A
758 A 757 A 753 A 777 A 668 767 B 761 AB 740 A
781 BC 789 C 787 C 722 A 728 AB 702 A 707 A 740 AB
780 751 A 742 A 742 A 770 A 757 A 765 A
Retired
Online buying behaviour Children
q5_1 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q5_1 - Do you know if manufacturers are legally required to recall products that are dangerous to consumers - Yes I think they are
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
979 A 982 A 983 AB 984 B 972 A 978 AB 985 A 987 A 972
980 A 980 A 982 A 980 A 963 A 979 A 978 A 985 A
985 A 980 A 985 A 975 A 975 A 968 A 966 A 981 A
983 A 979 A 981 A 976 A 973 AB 983 AB 984 B
Retired
Online buying behaviour Children
q8b_1 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_1 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - It is the responsibility of the manufacturer to recall the product as soon as they know about the risks it poses
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 30
Consumersrsquo agreement with the statement that it is the responsibility of the seller to
inform consumers who purchased the product about the risk it poses is associated
most closely with their online buying behaviour their education level and their
occupation
Consumersrsquo agreement with the statement that consumers who learn about a recall
notice about a product they have purchased should act immediately is associated most
closely with their education level gender and financial status
884 A 883 A 891 A 885 A 882 A 866 A 909 A 898 A 867
870 AB 896 B 890 B 852 A 871 AB 881 A 884 A 885 A
876 ABC 894 BC 866 A 890 BC 845 AB 913 C 893 ABC 904 C
877 A 871 A 913 881 A 866 A 878 A 890 A
Retired
Online buying behaviour Children
q8b_2 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_2 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - It is the responsibility of the seller to inform consumers who purchased the product about the risks it poses
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
914 933 918 A 917 A 930 A 939 A 946 A 936 A 909
949 C 932 BC 926 B 895 A 918 ABC 919 A 929 A 920 A
923 A 917 A 920 A 926 A 927 A 919 A 946 A 926 A
926 A 918 A 929 A 908 A 914 AB 925 AB 937 B
Retired
Online buying behaviour Children
q8b_3 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_3 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - Consumers who learn about a recall notice about a product they have purchased should take action immediately
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 31
Consumersrsquo agreement with the statement that it is important for them to pay
attention to product recalls is associated most closely with their gender how many
young children they have and their age
72 Product registration
Consumersrsquo awareness that by registering a product they can be contacted directly in
case there is a problem with this product is associated most closely with their gender
their online buying behaviour and their education level
931 948 928 A 940 AB 939 A 958 B 943 AB 948 B 931 A
931 AB 938 AB 947 B 929 A 890 AB 941 A 941 A 936 A
932 A 943 A 946 A 942 A 932 A 938 A 927 A 931 A
939 A 935 A 948 A 926 A 934 A 930 A 956
Retired
Online buying behaviour Children
q8b_4 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_4 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - It is important for consumers to pay attention to product recalls
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
458 340 377 AB 418 C 413 BC 371 A 342 400 A 405 A
387 AB 389 A 390 A 434 B 413 AB 403 A 405 A 383 A
440 C 438 C 409 BC 381 AB 335 A 352 A 347 AB 385 AB
457 408 317 381 A 428 B 381 AB 410 AB
Retired
Online buying behaviour Children
q9a - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q9a - Did you know that by registering a product you can be contacted directly in case there is a problem with that product - Yes I did
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 32
Registering a product in order to be contacted in case of problems with a product is
associated most closely with consumersrsquo online buying behaviour their financial status
and their age
Consumersrsquo agreement with the statement that allowing the seller or manufacturer to
inform them about potential issues with the product is an important factor in their
decision to register a product is associated most closely with their financial status
710 A 716 A 721 AB 684 A 713 AB 774 B 746 A 705 A 714 A
815 B 709 A 701 A 709 A 768 AB 710 A 704 A 725 A
722 AB 729 AB 687 A 747 B 736 AB 697 AB 681 AB 721 AB
679 A 711 A 780 710 A 697 A 709 A 719 A
Retired
Online buying behaviour Children q9b - base EU28
respondents that know you
can be contacted in case
there is a problem with a
product after you registered
the product (N=8665)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q9b - And do you usually register the product so you can be contacted in case of problems with that product - Yes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
85 A 86 A 85 A 86 A 86 A 84 A 85 A 86 A 85 A
86 AB 84 A 86 AB 86 B 84 AB 85 A 86 A 86 A
85 A 86 A 85 A 87 A 83 A 84 A 85 A 87 A
86 A 86 A 85 A 85 A 84 A 86 A 86 A
2018
q10_3 - How important are the following factors in your decision to register your contact details when buying a product - Registration will
allow the seller or manufacturer to inform me about potential issues with the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_3 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 33
Consumersrsquo agreement with the statement that knowing that their data will not be
used for marketing purposes is an important factor in their decision to register a
product is associated most closely with their gender online buying behaviour and
education level
Consumersrsquo agreement with the statement that having trust in the brand or the seller
is an important factor in their decision to register a product is associated most closely
with their financial situation
83 87 85 AB 86 B 83 A 84 AB 81 A 86 B 84 AB
88 B 83 A 84 A 86 AB 83 AB 85 A 85 A 85 A
85 A 84 A 86 A 84 A 84 A 86 A 81 A 83 A
85 A 86 A 81 83 A 85 AB 83 A 86 B
2018
q10_4 - How important are the following factors in your decision to register your contact details when buying a product - I know my data
such as email address will not be used for marketing purposes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_4 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
80 A 81 A 81 A 82 A 80 A 79 A 82 A 81 A 80 A
81 AB 79 A 81 B 82 B 76 AB 80 A 81 A 80 A
80 A 82 A 81 A 80 A 77 A 81 A 77 A 82 A
81 A 81 A 78 A 81 A 79 A 80 A 81 A
2018
q10_5 - How important are the following factors in your decision to register your contact details when buying a product - I trust the brand or
seller
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_5 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 34
Consumersrsquo agreement with the statement that the product being expensive is an
important factor in their decision to register a product is associated most closely with
how many young children they have their financial situation and education level
73 Exposure to product recalls
Consumersrsquo exposure to product recall notices is associated most closely with their
online buying behaviour education level and occupation
69 A 70 A 71 A 68 A 69 A 69 A 70 AB 67 A 71 B
75 B 71 AB 68 A 69 A 66 AB 69 A 70 A 70 A
69 AB 70 AB 67 A 71 B 64 A 71 AB 70 AB 71 AB
69 A 70 A 69 A 69 A 71 AB 73 B 68 A
2018
q10_6 - How important are the following factors in your decision to register your contact details when buying a product - The product is
expensive
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_6 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
590 547 535 A 610 B 602 B 506 A 449 562 599
510 A 542 A 586 B 601 B 486 A 575 A 575 A 554 A
593 DE 602 DE 618 E 512 B 481 AB 520 ABC 446 A 564 CD
642 585 470 553 A 534 A 553 A 589
Retired
Online buying behaviour Children
q6 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q6 - Apart from the Ikea furniture and Samsung phone examples in the past 2 years have you seen or heard any other information notices
ads or announcements concerning the recall of a specific product - Yes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 35
Consumersrsquo exposure to product recalls for products they had purchased themselves is
associated most closely with their online buying behaviour gender and education
level
Consumersrsquo likelihood to have seen or heard information about product recalls in the
last 2 years is associated most closely with their gender age and education level
144 107 116 AB 142 C 135 BC 88 A 79 131 A 126 A
108 AB 121 ABC 122 B 147 C 84 A 133 B 128 AB 112 A
139 B 135 AB 135 B 96 A 95 AB 107 AB 92 A 129 AB
146 A 133 A 81 111 A 132 AB 123 AB 135 B
Retired
Online buying behaviour Children
q11 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q11 - In the last 2 years have you seen or received any notice or request to return a product you had purchased yourself - Yes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
846 741 727 822 A 819 A 802 A 743 800 A 796 A
730 A 776 AB 802 BC 824 C 753 ABC 819 B 778 A 792 AB
786 AB 788 AB 820 B 779 A 747 A 782 AB 788 AB 784 AB
811 B 781 A 796 AB 791 AB 750 A 778 AB 810 B
Retired
Online buying behaviour Childrenq7a_1 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7a_1 - In the last 2 years for which of the following product categories did you see or hear information about product recalls - Cars or other
motor vehicles
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 36
Consumersrsquo preference of receiving information about recalls of products they have
purchased via traditional press or media is associated most closely with their financial
status gender and age
Consumersrsquo preference of receiving information about recalls of products they have
purchased via online media is associated most closely with their age online buying
behaviour and with how many young children they have
809 842 787 839 A 838 A 842 A 786 A 839 820 A
798 A 841 B 840 B 780 A 755 A 831 A 822 A 823 A
814 ABC 808 ABC 843 D 815 BC 764 A 846 CD 772 AB 842 CD
801 831 A 842 A 828 A 816 A 816 A 828 A
Retired
Online buying behaviour Children
q18_1 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q18_1 - How would you prefer to receive information about recalls of products you have purchased - Traditional press or media
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
630 A 624 A 728 645 600 508 622 AB 640 B 615 A
597 A 635 A 632 A 615 A 602 A 623 A 635 A 620 A
629 ABC 656 C 646 C 643 BC 649 ABC 595 AB 643 ABC 587 A
686 654 532 627 A 672 B 642 AB 616 A
Retired
Online buying behaviour Children
q18_2 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q18_2 - How would you prefer to receive information about recalls of products you have purchased - Online media
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 37
Consumersrsquo preference to receive information about recalls of products they have
purchased directly is associated most closely with their online buying behaviour
gender and occupation
74 Consumer responses to product recalls
Consumersrsquo likelihood to check if a recall notice concerned a product they owned is
associated most closely with their online buying behaviour financial situation and
occupation
850 832 854 A 849 A 837 A 815 A 841 A 839 A 842 A
844 A 844 A 839 A 843 A 783 A 844 A 844 A 833 A
838 AB 871 B 846 AB 822 A 832 AB 838 AB 805 A 841 AB
877 835 A 813 A 835 A 809 A 843 A 848 A
Retired
Online buying behaviour Children
q18_6 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q18_6 - How would you prefer to receive information about recalls of products you have purchased - Directly
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
778 A 771 A 781 A 779 A 760 A 772 A 735 A 785 A 771 A
706 A 763 AB 792 C 771 BC 695 AB 780 A 772 A 771 A
768 AB 803 BC 817 C 723 A 717 A 760 ABC 774 ABC 742 A
812 765 A 735 A 760 A 782 A 798 A 776 A
2018
q7crow1_1 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You checked to see if it concerned a product you owned
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow1_1 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 38
Consumersrsquo likelihood to take no action even though they owned a recalled product is
associated most closely with their education level gender and financial status
Consumersrsquo likelihood to follow the instructions of the recall notice to send back the
product or contact the manufacturer or the seller is associated most closely with the
degree of urbanisation and their occupation
166 117 219 B 136 AB 122 AB 104 A 283 119 A 140 A
154 AB 163 B 138 B 130 B 56 A 136 A 142 A 145 A
136 ABC 131 ABC 111 AB 157 ABC 134 ABC 235 C 75 A 185 BC
136 A 141 A 152 A 132 A 113 A 140 A 154 A
2018
q7crow3_3 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You took no action even though you owned the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow3_3 - base EU28
respondents who have seen
or heard about product
recalls (N=2631)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
774 A 742 A 751 A 746 A 773 A 777 A 761 A 759 A 756 A
759 A 774 A 740 A 797 A 650 A 790 B 763 AB 719 A
796 A 835 A 770 A 735 A 651 A 743 A 651 A 703 A
770 A 760 A 730 A 721 A 797 A 742 A 780 A
2018
q7crow4_4 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You owned the product and followed the instructions of the recall notice to send back the product or
contact the manufacturerseller
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow4_4 - base EU28
respondents who have seen
or heard about product
recalls (N=2174)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 39
Consumersrsquo likelihood to tell other people about a product recall is associated most
closely with their financial status gender and age
75 Drivers of consumer actions
Consumersrsquo agreement with the statement that they would have taken action if the
potential danger was more clearly communicated and seemed serious is associated
most closely with how many young children they have and with their occupation
601 631 654 B 597 A 594 A 626 AB 636 AB 646 B 591 A
641 BC 676 C 622 B 524 A 551 AB 605 A 627 A 612 A
593 AB 639 AB 639 B 644 B 561 AB 548 A 604 AB 585 AB
619 AB 601 A 642 B 600 AB 588 AB 589 A 640 B
2018
q7crow5_5 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You told other people about it
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow5_5 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
894 A 906 A 884 A 901 A 904 A 917 A 915 A 912 A 891 A
920 A 902 A 903 A 890 A 862 A 908 A 901 A 892 A
876 A 915 AB 892 A 927 B 894 AB 924 AB 945 B 898 AB
901 A 895 A 912 A 911 AB 928 B 875 A 892 AB
Retired
Online buying behaviour Children q7cx1_1 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_1 - What would have made you take some action - If the potential danger was more clearly communicated and seemed serious
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 40
Consumersrsquo agreement with the statement that they would have taken action if the
specific action to take was more clearly communicated is associated most closely with
their financial status online buying behaviour and occupation
Consumersrsquo agreement with the statement that they would have taken action if the
product was expensive or valuable is associated most closely with their education
level age and financial status
836 A 852 A 832 AB 831 A 851 AB 883 B 849 A 858 A 834 A
866 AB 870 B 845 AB 812 A 761 A 841 A 834 A 857 A
841 AB 869 AB 838 AB 877 B 819 AB 862 AB 833 AB 822 A
842 AB 834 A 872 B 854 A 803 A 824 A 850 A
Retired
Online buying behaviour Children q7cx1_2 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_2 - What would have made you take some action - If the specific action to take was more clearly communicated
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
733 A 744 A 788 B 713 A 736 AB 724 AB 810 A 760 A 715
771 AB 773 B 733 A 701 A 713 AB 748 A 737 A 732 A
726 A 727 A 727 A 745 A 770 A 755 A 778 A 755 A
756 A 724 A 742 A 727 A 731 A 729 A 751 A
Retired
Online buying behaviour Children q7cx1_3 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_3 - What would have made you take some action - If the product was expensivevaluable
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 41
Consumersrsquo agreement with the statement that they would have taken action if they
knew someone who owned the product is associated most closely with their online
buying behaviour gender and occupation
Consumersrsquo agreement with the statement that they would have taken action if they
owned the product themselves is associated most closely with their financial status
their online buying behaviour and occupation
916 936 929 A 923 A 917 A 935 A 905 A 918 A 934 A
932 AB 923 AB 931 AB 910 A 955 B 918 A 931 A 927 A
928 AB 898 A 941 B 943 B 904 AB 882 AB 954 B 910 AB
951 911 A 917 A 915 A 894 A 920 A 938 A
Retired
Online buying behaviour Children q7cx1_4 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_4 - What would have made you take some action - If I knew someone who owned the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
976 A 983 A 983 A 979 A 974 A 980 A 981 A 983 A 977 A
989 BC 976 A 982 AB 973 A 995 C 980 A 979 A 979 A
975 AB 986 B 985 B 960 A 971 AB 981 AB 990 B 981 AB
986 B 973 A 981 AB 981 A 968 A 980 A 980 A
Retired
Online buying behaviour Children q7cx1_5 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10507)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_5 - What would have made you take some action - If I owned the product myself
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 42
Consumersrsquo agreement with the statement that it was clear which specific product was
recalled is associated most closely with their online buying behaviour
Consumersrsquo agreement with the statement that it was clear where the product has
been sold is associated most closely with their financial status and occupation
85 A 85 A 85 A 85 A 85 A 84 A 83 A 85 A 85 A
83 A 84 A 85 A 85 A 83 A 84 A 85 A 85 A
84 A 85 A 85 A 85 A 85 A 84 A 84 A 85 A
86 A 85 A 83 84 A 84 A 85 A 86 A
Retired
Online buying behaviour Childrenq7d_1 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_1 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear which specific product was recalled
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
74 A 75 A 76 A 75 A 74 A 73 A 73 A 76 A 74 A
73 A 73 A 75 AB 77 B 72 AB 75 A 75 A 74 A
74 A 73 A 75 AB 77 B 73 AB 72 A 74 AB 76 AB
74 A 75 A 75 A 74 A 74 A 75 A 75 A
Retired
Online buying behaviour Childrenq7d_2 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_2 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear where the product had been sold
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 43
Consumersrsquo agreement with the statement that it was clear what specific danger was
posed by the product is associated most closely with their age occupation and online
buying behaviour
Consumersrsquo agreement with the statement that it was clear who to contact for more
information is associated most closely with their online buying behaviour financial
status and with how many young children they have
79 A 80 A 79 AB 78 A 79 A 83 B 78 A 80 A 79 A
77 A 78 A 80 A 80 A 78 A 79 A 79 A 80 A
80 BC 77 A 80 BC 81 BC 78 ABC 80 ABC 83 C 78 AB
79 AB 80 B 78 A 78 A 79 A 80 A 80 A
Retired
Online buying behaviour Childrenq7d_3 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_3 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what specific danger was posed by the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
71 A 70 A 70 A 71 A 70 A 72 A 70 A 71 A 71 A
70 AB 69 A 71 AB 73 B 70 AB 71 A 71 A 71 A
71 AB 70 AB 70 A 73 B 68 AB 72 AB 72 AB 71 AB
72 B 71 AB 69 A 69 A 71 AB 73 B 72 B
Retired
Online buying behaviour Childrenq7d_4 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_4 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear who to contact for more information
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 44
Consumersrsquo agreement with the statement that it was clear what procedure to follow
to return replace or dispose of the product is associated most closely with their online
buying behaviour financial status and education level
Consumersrsquo agreement with the statement that it was clear what procedure to follow
to receive a reimbursement or compensation is associated most closely with their age
online buying behaviour and with how many young children they have
71 A 71 A 69 A 72 B 71 AB 72 AB 71 AB 73 B 70 A
68 A 70 A 71 A 74 B 70 AB 72 A 71 A 71 A
70 A 71 A 71 A 72 A 68 A 74 A 70 A 72 A
73 71 A 69 A 69 A 72 AB 71 AB 72 B
Retired
Online buying behaviour Childrenq7d_5 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_5 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what procedure to follow to return replace or dispose of the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
63 A 64 A 61 A 64 BC 62 AB 67 C 64 AB 65 B 62 A
62 AB 63 AB 64 AB 65 B 56 A 64 AB 64 B 62 A
62 A 62 A 63 A 67 B 63 AB 65 AB 69 B 64 AB
65 A 64 A 61 61 66 A 64 A 65 A
Retired
Online buying behaviour Childrenq7d_6 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_6 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what procedure to follow to receive a reimbursement or compensation
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 45
Consumersrsquo agreement with the statement that the communication was easy to access
and visible is associated most closely with their financial status gender and with how
many young children they have
Consumersrsquo agreement with the statement that minimum effort required on their part
is an important factor in their decision to register when buying a product is associated
most closely with their education level occupation and financial status
73 75 73 A 74 A 76 A 74 A 75 A 75 A 73 A
73 AB 72 A 75 B 77 66 A 74 A 75 A 74 A
74 A 73 A 75 A 75 A 74 A 72 A 73 A 73 A
75 A 74 A 73 A 73 A 75 AB 74 AB 75 B
Retired
Online buying behaviour Childrenq7d_7 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_7 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - The communication was easy to access and visible
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
75 A 77 A 78 B 76 AB 74 AB 73 A 81 75 A 75 A
79 BC 75 ABC 75 AB 78 C 68 A 76 A 75 A 76 A
73 B 75 BC 77 BC 76 BC 65 A 76 BC 71 ABC 78 C
77 A 75 A 74 A 75 A 75 A 74 A 77 A
Retired
Online buying behaviour Children q10_1 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q10_1 - How important are the following factors in your decision to register your contact details when buying a product - There is minimum
effort required on my part
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 46
Consumersrsquo agreement with the statement that receiving an incentive such as a
voucher discount or gift is an important factor in their decision to register when
buying a product is associated most closely with their financial status education level
and age
55 A 57 A 61 56 A 53 A 51 A 63 54 A 57 A
65 B 59 B 55 A 53 A 47 A 56 A 57 A 56 A
54 A 56 A 53 A 61 B 56 AB 58 AB 59 AB 58 AB
55 A 57 A 57 A 56 A 60 A 55 A 56 A
2018
q10_2 - How important are the following factors in your decision to register your contact details when buying a product - I receive an
incentive such as a voucher discount or gift
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_2 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 19
Note Due to the low overall sample available is it not possible to draw statistically robust comparisons for specific countries Therefore no country results are displayed for questions q12a and q12b
43 Online versus offline purchases
q12a - Which product category did the recalled product belong to [this question refers
to general notices about product recalls]
Cars or other
motor
vehicles
Home electrical
appliances such
as washing
machines
water boilers
and cookers
Electronic
products such
as computers
tablets and
mobile phones
Electronic
product
accessories
such as
chargers and
adapters
Products for
childrenCosmetics Other
EU28 465 113 151 81 44 43 104
EU27_2019 436 100 167 84 50 49 114
North 352 116 165 115 93 11 148
South 404 97 161 133 40 56 109
East 238 118 227 89 108 69 151
West 530 119 135 54 34 35 93
q12a - base respondents who have seen or received notices about recalled products that they have
purchased N=2393
The figure is significantly different (plt005) compared to the EU28 result
q12b - Did you purchase the product
online or offline
Online Offline Donrsquot know
EU28 186 801 13
EU27_2019 191 798 12
North 154 782 64
South 144 850 06
East 260 726 15
West 197 791 12
q12b - base respondents who have seen or received notices about
recalled products that they have purchased N=2393
The figure is significantly different (plt005) compared to the EU28 result
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 20
44 Exposure by communication channel
q7b - How did you seehear about product recalls
Traditional
press or
media (eg
newspapers
television
radio etc)
Online media
A consumer
association or
a dedicated
information
service
platform
A physical
store
The sellerrsquos
or
manufacturer
rsquos website
A friend or
acquaintanceDonrsquot know
EU28 798 536 191 238 184 293 08
EU27_2019 796 537 194 221 183 305 07
North 797 507 111 139 146 183 11
South 772 540 210 171 172 377 06
East 754 608 151 128 218 303 07
West 819 519 202 301 183 270 08
BE 866 481 184 176 143 214 11
BG 673 391 32 55 112 189 18
CZ 848 612 210 116 245 303 02
DK 846 645 222 106 134 247 12
DE 868 507 162 307 136 254 06
EE 663 481 42 145 89 124 00
IE 808 580 195 320 208 270 16
EL 680 691 179 103 133 305 14
ES 883 520 171 140 111 345 04
FR 731 508 295 294 265 410 03
HR 602 384 274 199 320 513 00
IT 731 543 239 208 217 427 05
CY 567 344 22 35 144 199 00
LV 600 662 56 73 116 155 09
LT 659 702 154 170 227 348 29
LU 754 433 86 182 121 243 04
HU 729 547 125 86 108 198 03
MT 516 678 19 43 34 193 17
NL 832 569 216 207 185 168 16
AT 889 486 245 401 122 191 00
PL 668 689 143 124 246 272 11
PT 863 409 145 56 50 166 08
RO 898 628 167 178 228 452 08
SI 756 469 87 126 100 131 02
SK 791 549 70 83 193 201 00
FI 888 441 92 113 169 165 04
SE 760 408 58 184 130 132 13
UK 806 536 175 326 190 225 13
IS 850 680 157 128 155 202 00
NO 672 558 93 75 102 104 16
q7b - base respondents who have seen or heard about product recalls N=13835
The figure is significantly different (plt005) compared to the EU28 result
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 21
45 Preferred communication channels
q18 - How would you prefer to receive information about recalls of products you have
purchased
Traditional
press or media Online media
A consumer
association or a
dedicated
information
service platform
Visual
communication
The sellerrsquos or
manufacturerrsquos
website
Directly
Via a
notification
through a
mobile
application
EU28 825 624 545 635 559 840 554
EU27_2019 827 628 557 632 567 828 544
North 811 602 456 558 520 890 503
South 832 647 603 620 570 845 580
East 796 675 549 660 634 847 662
West 834 595 523 641 530 829 504
BE 866 625 544 629 592 878 576
BG 741 631 496 627 559 785 542
CZ 817 650 441 578 540 803 541
DK 832 661 498 492 404 881 437
DE 862 610 526 663 507 789 366
EE 800 636 370 551 480 866 468
IE 829 627 550 705 550 921 676
EL 749 725 676 603 605 855 716
ES 877 656 675 733 635 869 650
FR 793 545 556 606 558 769 544
HR 750 659 544 572 558 813 594
IT 817 632 520 535 514 819 491
CY 811 596 535 437 501 764 504
LV 690 654 497 667 585 840 587
LT 679 698 547 611 611 844 562
LU 861 618 467 675 583 747 446
HU 790 657 554 669 580 775 573
MT 732 687 595 498 487 957 700
NL 884 666 549 578 585 836 572
AT 905 616 636 703 525 837 412
PL 826 708 577 705 709 862 734
PT 817 623 708 651 580 888 662
RO 774 683 623 698 663 942 772
SI 684 524 337 405 275 659 227
SK 780 627 440 564 583 802 537
FI 903 624 478 562 554 905 577
SE 811 513 395 558 532 915 470
UK 808 597 458 652 505 928 619
IS 891 799 627 608 595 914 594
NO 703 536 416 475 387 933 499
q18 - base all respondents N=25541The figure is significantly different (plt005) compared to the EU28 result
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 22
5 Consumer responses to product recalls
51 Responses to general product recall information
Note the last column of this table is based on a derived proportion of those respondents who owned the product but 1) did not follow the instrution of the notice and 2) did not say that they took no action in response to it
52 Responses to product recalls for products owned
Note Due to the low overall sample available is it not possible to draw statistically robust comparisons for specific countries Therefore no country results are displayed for question q12c
You checked
to see if it
concerned a
product you
owned
You took no
action
because you
did not own
the product
Told other
people about
it
Owned the product
and followed the
instructions of the
recall notice
Took no
action even
though you
owned the
product
Took some action but
did not follow the
instructions of the
recall notice1
EU28 774 790 616 649 143 208
EU27_2019 765 802 625 634 161 205
North 659 801 447 467 198 335
South 827 802 731 748 130 123
East 684 783 665 424 157 419
West 790 786 577 694 139 168
The figure is significantly different (plt005) compared to the EU28 result
q7c1 - base respondents who have seen or heard about product recalls N=14093
q7c1 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the communication about the product recall
q12c - Thinking about this product recall what actions did you take in response
You contacted
the
manufacturer
seller for more
information
You contacted
the
manufacturer
seller for
reimbursement
You returned
the product
You threw
the product
away
You
continued
using the
product with
extra caution
You told
others about
the product
recall
You took no
action
EU28 557 413 463 73 312 490 39
EU27_2019 547 434 448 81 280 483 41
North 394 394 471 50 141 273 118
South 561 360 404 118 277 530 25
East 490 446 476 118 276 427 72
West 574 433 488 48 342 493 37
q12c - base respondents who have seen or received notices about recalled products that they have
purchased N=2393
The figure is significantly different (plt005) compared to the EU28 result
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 23
53 Drivers of consumer actions ndash hypothetical scenario
If the
potential
danger was
clearly
communicated
and it seemed
serious
If the specific
action to take
was clearly
communicate
d
If the product
was
expensiveva
luable
If there was
a financial
incentive
If I had
already
experienced
the issue that
was identified
in the
product recall
Other
EU28 955 935 799 648 919 440
EU27_2019 952 931 791 650 915 434
North 967 922 865 725 946 426
South 950 944 744 635 906 346
East 950 923 782 658 914 540
West 959 936 827 643 924 452
BE 940 921 837 664 888 540
BG 879 819 732 653 797 556
CZ 954 926 867 814 876 599
DK 970 888 852 726 940 358
DE 974 959 858 654 969 416
EE 974 933 897 760 962 754
IE 959 933 884 666 933 529
EL 962 934 818 660 938 483
ES 974 962 704 600 955 182
FR 917 874 743 638 833 402
HR 870 811 752 645 707 290
IT 924 926 734 635 851 365
CY 967 948 835 730 939 597
LV 924 914 899 859 934 641
LT 936 927 888 737 924 352
LU 950 923 884 712 959 552
HU 961 924 871 697 957 624
MT 949 928 849 769 906 481
NL 974 952 847 615 952 664
AT 971 957 865 663 973 382
PL 961 924 867 679 963 562
PT 984 972 893 747 973 804
RO 955 969 519 471 886 471
SI 987 982 945 887 987 545
SK 976 953 830 737 950 541
FI 975 946 875 653 967 541
SE 977 926 849 730 943 338
UK 979 962 853 634 948 485
IS 972 939 797 626 940 344
NO 961 931 877 780 948 429
q8a1 - base all respondents N=25541
The figure is significantly different (plt005) compared to the EU28 result
q8a1 - If you heard [about two real-life examples of product recalls] and you owned one of [the recalled products] what would have made you take any actions
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 24
If the potential
danger was
clearly
communicated
and it seemed
serious
If the specific
action to take
was clearly
communicated
If the product
was
expensiveva
luable
If there was
a financial
incentive
If the person I
knew had already
experienced the
issue that was
identified in the
product recall
Other
EU28 948 920 751 618 903 427
EU27_2019 943 916 745 622 898 422
North 948 887 780 636 887 405
South 947 927 708 609 898 327
East 946 921 760 638 914 552
West 949 920 767 613 902 433
BE 917 887 762 602 887 527
BG 869 820 737 637 805 555
CZ 953 917 836 794 919 600
DK 938 857 734 606 871 342
DE 958 937 802 636 945 395
EE 958 946 874 635 934 753
IE 962 939 802 609 929 516
EL 950 917 777 636 906 486
ES 980 946 656 570 959 144
FR 914 880 687 625 814 392
HR 866 843 712 644 722 294
IT 917 911 709 610 851 357
CY 854 808 692 577 808 491
LV 915 883 855 819 895 637
LT 934 889 826 712 870 349
LU 880 855 823 656 941 514
HU 954 916 819 679 912 634
MT 887 858 783 682 849 441
NL 945 898 758 553 876 637
AT 950 941 808 630 938 359
PL 956 925 847 661 960 576
PT 979 954 864 744 909 784
RO 956 962 506 454 889 498
SI 978 974 942 894 977 543
SK 968 940 806 663 938 530
FI 961 927 812 531 902 509
SE 955 874 748 655 886 308
UK 977 945 793 588 936 457
IS 964 900 726 518 912 335
NO 950 910 824 720 916 411
q8a2 - base all respondents N=25541
The figure is significantly different (plt005) compared to the EU28 result
q8a2 - If you heard [about two real-life examples of product recalls] and you knew someone who owned one of [the recalled products] what would have made you take any actions
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 25
54 Drivers of consumer actions ndash real scenario
q7cx1 - What would have made you take some action
If the potential
danger was
more clearly
communicated
and seemed
serious
If the specific
action to take
was more
clearly
communicated
If the product
was expensive
valuable
If I knew
someone who
owned the
product
If I owned the
product myself
EU28 900 843 739 926 979
EU27_2019 895 843 735 918 978
North 901 780 770 913 968
South 933 881 731 907 990
East 945 903 778 947 971
West 875 820 727 928 979
BE 921 837 753 916 975
BG 958 874 808 875 879
CZ 975 947 880 947 971
DK 934 873 759 944 978
DE 826 785 714 952 989
EE 961 887 885 955 992
IE 924 844 779 944 987
EL 984 950 860 944 990
ES 951 867 675 984 1000
FR 882 860 701 844 946
HR 892 837 847 820 890
IT 911 864 715 861 987
CY 973 963 891 950 988
LV 921 894 888 913 963
LT 918 868 852 856 969
LU 830 856 839 934 975
HU 932 924 791 951 984
MT 944 884 822 895 972
NL 888 778 746 924 979
AT 846 779 701 933 988
PL 963 911 849 972 983
PT 989 975 890 986 986
RO 896 850 500 926 972
SI 994 981 968 992 1000
SK 964 917 820 974 981
FI 877 701 764 884 964
SE 885 735 732 921 963
UK 929 847 760 969 989
IS 974 913 767 940 990
NO 865 813 857 941 978
The figure is significantly different (plt005) compared to the EU28 resultq7cx1 - base respondents who have seen or heard about product recalls but took no
action N=11741
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 26
6 The impact of product recalls
61 Responses from manufacturerssellers
Note Due to the low overall sample available is it not possible to draw statistically robust comparisons for specific countries Therefore no country results are displayed for questions q13 and q15
62 Consumer satisfaction with the recall experience
q13 - How did the manufacturerseller respond to your contact about
the recall
They offered
to repair the
product
They offered
to replace
the product
They asked
me to throw
the product
away
They asked
me to return
the product
They offered
to reimburse
me
They offered
no
compensation
EU28 689 585 46 513 343 247
EU27_2019 655 616 53 503 380 223
North 607 587 79 544 361 294
South 618 609 71 413 283 262
East 594 746 122 720 398 296
West 734 556 25 531 362 232
q13 - base respondents who have seen or received notices about recalled products that they have
purchased and made contact right away N=1248
The figure is significantly different (plt005) compared to the EU28 result
q15 - How satisfied or dissatisfied are you with
the following aspects of the product recall
process
The time it
required
The ease of
the process
The
compensatio
nreimburse
ment if any
The assistance
received from the
manufacturer
seller in resolving
any issues if any
EU28 71 76 70 78
EU27_2019 72 77 74 79
North 68 74 69 77
South 75 78 73 80
East 69 73 75 76
West 69 76 69 78
The figure is significantly different (plt005) compared to the EU28 result
q15 - base respondents who have seen or received notices about recalled
products that they have purchased N=2393
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 27
63 Satisfaction with product recall information
It was clear
which specific
product was
recalled
It was clear
where the
product had
been sold
It was clear
what specific
danger was
posed by the
product
It was clear
who to contact
for more
information
It was clear what
procedure to
follow to return
replace or
dispose of the
product
It was clear what
procedure to follow
to receive a
reimbursement or
compensation
The
communication
was easy to
access and
visible
EU28 85 75 79 71 71 63 74
EU27_2019 84 76 79 70 71 63 74
North 86 73 81 69 68 60 72
South 85 75 80 71 69 62 74
East 86 78 82 69 73 65 72
West 85 74 78 72 72 64 75
BE 85 76 75 68 68 58 73
BG 83 75 80 64 60 55 78
CZ 84 78 85 72 76 66 75
DK 85 72 79 67 68 57 67
DE 84 73 77 69 70 62 76
EE 90 75 82 68 62 51 78
IE 87 76 80 75 77 69 75
EL 85 68 77 62 65 51 71
ES 82 76 80 66 62 54 69
FR 82 78 77 75 74 70 74
HR 81 79 79 74 75 74 76
IT 86 77 81 74 73 67 77
CY 84 79 73 62 58 54 72
LV 85 71 80 58 58 48 72
LT 81 73 77 62 60 50 73
LU 74 70 69 65 65 62 75
HU 90 82 86 76 76 72 79
MT 85 71 78 64 64 58 70
NL 86 79 79 72 72 65 75
AT 80 70 76 67 65 57 75
PL 83 75 78 62 70 59 62
PT 85 64 77 67 65 55 75
RO 90 80 84 75 74 68 80
SI 92 84 83 81 80 72 83
SK 93 79 88 70 74 65 79
FI 88 77 85 77 80 73 74
SE 87 70 80 67 63 56 72
UK 87 71 81 73 74 64 74
IS 91 76 83 72 65 60 69
NO 87 69 81 69 68 63 73
q7d - base respondents who have seen or heard about product recalls N=14093The figure is significantly different (plt005) compared to the EU28 result
q7d - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you remember seing or hearing in the past 2 years
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 28
64 Satisfaction with product recall information
Note Due to the low overall sample available is it not possible to draw statistically robust comparisons for specific countries Therefore no country results are displayed for question q16
q16 - Thinking about this product recall experience
which of the following statements apply to you
It increased
my confidence
in the
brandsellersh
op
I became more
distrustful of
the
brandsellersh
op
I started
paying more
attention to
information
about
product
recalls
EU28 544 301 635
EU27_2019 544 295 665
North 644 211 533
South 491 331 777
East 588 353 721
West 556 285 565
The figure is significantly different (plt005) compared to the EU28 result
q16 - base respondents who have seen or received notices about recalled
products that they have purchased N=2393
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 29
7 Vulnerable consumers
71 Awareness of rights and responsibilities
Consumersrsquo awareness of manufacturers being legally required to recall dangerous
products is associated most closely with their financial situation followed by
occupation and education
Consumersrsquo agreement with the statement that it is the responsibility of the
manufacturer to recall the product as soon as they know about the risks it poses is
associated most closely with their education level their age and with how many young
children they have
759 A 754 A 734 A 762 A 765 A 766 A 715 766 A 756 A
758 A 757 A 753 A 777 A 668 767 B 761 AB 740 A
781 BC 789 C 787 C 722 A 728 AB 702 A 707 A 740 AB
780 751 A 742 A 742 A 770 A 757 A 765 A
Retired
Online buying behaviour Children
q5_1 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q5_1 - Do you know if manufacturers are legally required to recall products that are dangerous to consumers - Yes I think they are
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
979 A 982 A 983 AB 984 B 972 A 978 AB 985 A 987 A 972
980 A 980 A 982 A 980 A 963 A 979 A 978 A 985 A
985 A 980 A 985 A 975 A 975 A 968 A 966 A 981 A
983 A 979 A 981 A 976 A 973 AB 983 AB 984 B
Retired
Online buying behaviour Children
q8b_1 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_1 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - It is the responsibility of the manufacturer to recall the product as soon as they know about the risks it poses
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 30
Consumersrsquo agreement with the statement that it is the responsibility of the seller to
inform consumers who purchased the product about the risk it poses is associated
most closely with their online buying behaviour their education level and their
occupation
Consumersrsquo agreement with the statement that consumers who learn about a recall
notice about a product they have purchased should act immediately is associated most
closely with their education level gender and financial status
884 A 883 A 891 A 885 A 882 A 866 A 909 A 898 A 867
870 AB 896 B 890 B 852 A 871 AB 881 A 884 A 885 A
876 ABC 894 BC 866 A 890 BC 845 AB 913 C 893 ABC 904 C
877 A 871 A 913 881 A 866 A 878 A 890 A
Retired
Online buying behaviour Children
q8b_2 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_2 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - It is the responsibility of the seller to inform consumers who purchased the product about the risks it poses
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
914 933 918 A 917 A 930 A 939 A 946 A 936 A 909
949 C 932 BC 926 B 895 A 918 ABC 919 A 929 A 920 A
923 A 917 A 920 A 926 A 927 A 919 A 946 A 926 A
926 A 918 A 929 A 908 A 914 AB 925 AB 937 B
Retired
Online buying behaviour Children
q8b_3 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_3 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - Consumers who learn about a recall notice about a product they have purchased should take action immediately
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 31
Consumersrsquo agreement with the statement that it is important for them to pay
attention to product recalls is associated most closely with their gender how many
young children they have and their age
72 Product registration
Consumersrsquo awareness that by registering a product they can be contacted directly in
case there is a problem with this product is associated most closely with their gender
their online buying behaviour and their education level
931 948 928 A 940 AB 939 A 958 B 943 AB 948 B 931 A
931 AB 938 AB 947 B 929 A 890 AB 941 A 941 A 936 A
932 A 943 A 946 A 942 A 932 A 938 A 927 A 931 A
939 A 935 A 948 A 926 A 934 A 930 A 956
Retired
Online buying behaviour Children
q8b_4 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_4 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - It is important for consumers to pay attention to product recalls
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
458 340 377 AB 418 C 413 BC 371 A 342 400 A 405 A
387 AB 389 A 390 A 434 B 413 AB 403 A 405 A 383 A
440 C 438 C 409 BC 381 AB 335 A 352 A 347 AB 385 AB
457 408 317 381 A 428 B 381 AB 410 AB
Retired
Online buying behaviour Children
q9a - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q9a - Did you know that by registering a product you can be contacted directly in case there is a problem with that product - Yes I did
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 32
Registering a product in order to be contacted in case of problems with a product is
associated most closely with consumersrsquo online buying behaviour their financial status
and their age
Consumersrsquo agreement with the statement that allowing the seller or manufacturer to
inform them about potential issues with the product is an important factor in their
decision to register a product is associated most closely with their financial status
710 A 716 A 721 AB 684 A 713 AB 774 B 746 A 705 A 714 A
815 B 709 A 701 A 709 A 768 AB 710 A 704 A 725 A
722 AB 729 AB 687 A 747 B 736 AB 697 AB 681 AB 721 AB
679 A 711 A 780 710 A 697 A 709 A 719 A
Retired
Online buying behaviour Children q9b - base EU28
respondents that know you
can be contacted in case
there is a problem with a
product after you registered
the product (N=8665)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q9b - And do you usually register the product so you can be contacted in case of problems with that product - Yes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
85 A 86 A 85 A 86 A 86 A 84 A 85 A 86 A 85 A
86 AB 84 A 86 AB 86 B 84 AB 85 A 86 A 86 A
85 A 86 A 85 A 87 A 83 A 84 A 85 A 87 A
86 A 86 A 85 A 85 A 84 A 86 A 86 A
2018
q10_3 - How important are the following factors in your decision to register your contact details when buying a product - Registration will
allow the seller or manufacturer to inform me about potential issues with the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_3 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 33
Consumersrsquo agreement with the statement that knowing that their data will not be
used for marketing purposes is an important factor in their decision to register a
product is associated most closely with their gender online buying behaviour and
education level
Consumersrsquo agreement with the statement that having trust in the brand or the seller
is an important factor in their decision to register a product is associated most closely
with their financial situation
83 87 85 AB 86 B 83 A 84 AB 81 A 86 B 84 AB
88 B 83 A 84 A 86 AB 83 AB 85 A 85 A 85 A
85 A 84 A 86 A 84 A 84 A 86 A 81 A 83 A
85 A 86 A 81 83 A 85 AB 83 A 86 B
2018
q10_4 - How important are the following factors in your decision to register your contact details when buying a product - I know my data
such as email address will not be used for marketing purposes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_4 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
80 A 81 A 81 A 82 A 80 A 79 A 82 A 81 A 80 A
81 AB 79 A 81 B 82 B 76 AB 80 A 81 A 80 A
80 A 82 A 81 A 80 A 77 A 81 A 77 A 82 A
81 A 81 A 78 A 81 A 79 A 80 A 81 A
2018
q10_5 - How important are the following factors in your decision to register your contact details when buying a product - I trust the brand or
seller
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_5 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 34
Consumersrsquo agreement with the statement that the product being expensive is an
important factor in their decision to register a product is associated most closely with
how many young children they have their financial situation and education level
73 Exposure to product recalls
Consumersrsquo exposure to product recall notices is associated most closely with their
online buying behaviour education level and occupation
69 A 70 A 71 A 68 A 69 A 69 A 70 AB 67 A 71 B
75 B 71 AB 68 A 69 A 66 AB 69 A 70 A 70 A
69 AB 70 AB 67 A 71 B 64 A 71 AB 70 AB 71 AB
69 A 70 A 69 A 69 A 71 AB 73 B 68 A
2018
q10_6 - How important are the following factors in your decision to register your contact details when buying a product - The product is
expensive
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_6 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
590 547 535 A 610 B 602 B 506 A 449 562 599
510 A 542 A 586 B 601 B 486 A 575 A 575 A 554 A
593 DE 602 DE 618 E 512 B 481 AB 520 ABC 446 A 564 CD
642 585 470 553 A 534 A 553 A 589
Retired
Online buying behaviour Children
q6 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q6 - Apart from the Ikea furniture and Samsung phone examples in the past 2 years have you seen or heard any other information notices
ads or announcements concerning the recall of a specific product - Yes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 35
Consumersrsquo exposure to product recalls for products they had purchased themselves is
associated most closely with their online buying behaviour gender and education
level
Consumersrsquo likelihood to have seen or heard information about product recalls in the
last 2 years is associated most closely with their gender age and education level
144 107 116 AB 142 C 135 BC 88 A 79 131 A 126 A
108 AB 121 ABC 122 B 147 C 84 A 133 B 128 AB 112 A
139 B 135 AB 135 B 96 A 95 AB 107 AB 92 A 129 AB
146 A 133 A 81 111 A 132 AB 123 AB 135 B
Retired
Online buying behaviour Children
q11 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q11 - In the last 2 years have you seen or received any notice or request to return a product you had purchased yourself - Yes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
846 741 727 822 A 819 A 802 A 743 800 A 796 A
730 A 776 AB 802 BC 824 C 753 ABC 819 B 778 A 792 AB
786 AB 788 AB 820 B 779 A 747 A 782 AB 788 AB 784 AB
811 B 781 A 796 AB 791 AB 750 A 778 AB 810 B
Retired
Online buying behaviour Childrenq7a_1 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7a_1 - In the last 2 years for which of the following product categories did you see or hear information about product recalls - Cars or other
motor vehicles
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 36
Consumersrsquo preference of receiving information about recalls of products they have
purchased via traditional press or media is associated most closely with their financial
status gender and age
Consumersrsquo preference of receiving information about recalls of products they have
purchased via online media is associated most closely with their age online buying
behaviour and with how many young children they have
809 842 787 839 A 838 A 842 A 786 A 839 820 A
798 A 841 B 840 B 780 A 755 A 831 A 822 A 823 A
814 ABC 808 ABC 843 D 815 BC 764 A 846 CD 772 AB 842 CD
801 831 A 842 A 828 A 816 A 816 A 828 A
Retired
Online buying behaviour Children
q18_1 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q18_1 - How would you prefer to receive information about recalls of products you have purchased - Traditional press or media
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
630 A 624 A 728 645 600 508 622 AB 640 B 615 A
597 A 635 A 632 A 615 A 602 A 623 A 635 A 620 A
629 ABC 656 C 646 C 643 BC 649 ABC 595 AB 643 ABC 587 A
686 654 532 627 A 672 B 642 AB 616 A
Retired
Online buying behaviour Children
q18_2 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q18_2 - How would you prefer to receive information about recalls of products you have purchased - Online media
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 37
Consumersrsquo preference to receive information about recalls of products they have
purchased directly is associated most closely with their online buying behaviour
gender and occupation
74 Consumer responses to product recalls
Consumersrsquo likelihood to check if a recall notice concerned a product they owned is
associated most closely with their online buying behaviour financial situation and
occupation
850 832 854 A 849 A 837 A 815 A 841 A 839 A 842 A
844 A 844 A 839 A 843 A 783 A 844 A 844 A 833 A
838 AB 871 B 846 AB 822 A 832 AB 838 AB 805 A 841 AB
877 835 A 813 A 835 A 809 A 843 A 848 A
Retired
Online buying behaviour Children
q18_6 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q18_6 - How would you prefer to receive information about recalls of products you have purchased - Directly
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
778 A 771 A 781 A 779 A 760 A 772 A 735 A 785 A 771 A
706 A 763 AB 792 C 771 BC 695 AB 780 A 772 A 771 A
768 AB 803 BC 817 C 723 A 717 A 760 ABC 774 ABC 742 A
812 765 A 735 A 760 A 782 A 798 A 776 A
2018
q7crow1_1 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You checked to see if it concerned a product you owned
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow1_1 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 38
Consumersrsquo likelihood to take no action even though they owned a recalled product is
associated most closely with their education level gender and financial status
Consumersrsquo likelihood to follow the instructions of the recall notice to send back the
product or contact the manufacturer or the seller is associated most closely with the
degree of urbanisation and their occupation
166 117 219 B 136 AB 122 AB 104 A 283 119 A 140 A
154 AB 163 B 138 B 130 B 56 A 136 A 142 A 145 A
136 ABC 131 ABC 111 AB 157 ABC 134 ABC 235 C 75 A 185 BC
136 A 141 A 152 A 132 A 113 A 140 A 154 A
2018
q7crow3_3 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You took no action even though you owned the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow3_3 - base EU28
respondents who have seen
or heard about product
recalls (N=2631)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
774 A 742 A 751 A 746 A 773 A 777 A 761 A 759 A 756 A
759 A 774 A 740 A 797 A 650 A 790 B 763 AB 719 A
796 A 835 A 770 A 735 A 651 A 743 A 651 A 703 A
770 A 760 A 730 A 721 A 797 A 742 A 780 A
2018
q7crow4_4 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You owned the product and followed the instructions of the recall notice to send back the product or
contact the manufacturerseller
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow4_4 - base EU28
respondents who have seen
or heard about product
recalls (N=2174)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 39
Consumersrsquo likelihood to tell other people about a product recall is associated most
closely with their financial status gender and age
75 Drivers of consumer actions
Consumersrsquo agreement with the statement that they would have taken action if the
potential danger was more clearly communicated and seemed serious is associated
most closely with how many young children they have and with their occupation
601 631 654 B 597 A 594 A 626 AB 636 AB 646 B 591 A
641 BC 676 C 622 B 524 A 551 AB 605 A 627 A 612 A
593 AB 639 AB 639 B 644 B 561 AB 548 A 604 AB 585 AB
619 AB 601 A 642 B 600 AB 588 AB 589 A 640 B
2018
q7crow5_5 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You told other people about it
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow5_5 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
894 A 906 A 884 A 901 A 904 A 917 A 915 A 912 A 891 A
920 A 902 A 903 A 890 A 862 A 908 A 901 A 892 A
876 A 915 AB 892 A 927 B 894 AB 924 AB 945 B 898 AB
901 A 895 A 912 A 911 AB 928 B 875 A 892 AB
Retired
Online buying behaviour Children q7cx1_1 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_1 - What would have made you take some action - If the potential danger was more clearly communicated and seemed serious
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 40
Consumersrsquo agreement with the statement that they would have taken action if the
specific action to take was more clearly communicated is associated most closely with
their financial status online buying behaviour and occupation
Consumersrsquo agreement with the statement that they would have taken action if the
product was expensive or valuable is associated most closely with their education
level age and financial status
836 A 852 A 832 AB 831 A 851 AB 883 B 849 A 858 A 834 A
866 AB 870 B 845 AB 812 A 761 A 841 A 834 A 857 A
841 AB 869 AB 838 AB 877 B 819 AB 862 AB 833 AB 822 A
842 AB 834 A 872 B 854 A 803 A 824 A 850 A
Retired
Online buying behaviour Children q7cx1_2 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_2 - What would have made you take some action - If the specific action to take was more clearly communicated
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
733 A 744 A 788 B 713 A 736 AB 724 AB 810 A 760 A 715
771 AB 773 B 733 A 701 A 713 AB 748 A 737 A 732 A
726 A 727 A 727 A 745 A 770 A 755 A 778 A 755 A
756 A 724 A 742 A 727 A 731 A 729 A 751 A
Retired
Online buying behaviour Children q7cx1_3 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_3 - What would have made you take some action - If the product was expensivevaluable
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 41
Consumersrsquo agreement with the statement that they would have taken action if they
knew someone who owned the product is associated most closely with their online
buying behaviour gender and occupation
Consumersrsquo agreement with the statement that they would have taken action if they
owned the product themselves is associated most closely with their financial status
their online buying behaviour and occupation
916 936 929 A 923 A 917 A 935 A 905 A 918 A 934 A
932 AB 923 AB 931 AB 910 A 955 B 918 A 931 A 927 A
928 AB 898 A 941 B 943 B 904 AB 882 AB 954 B 910 AB
951 911 A 917 A 915 A 894 A 920 A 938 A
Retired
Online buying behaviour Children q7cx1_4 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_4 - What would have made you take some action - If I knew someone who owned the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
976 A 983 A 983 A 979 A 974 A 980 A 981 A 983 A 977 A
989 BC 976 A 982 AB 973 A 995 C 980 A 979 A 979 A
975 AB 986 B 985 B 960 A 971 AB 981 AB 990 B 981 AB
986 B 973 A 981 AB 981 A 968 A 980 A 980 A
Retired
Online buying behaviour Children q7cx1_5 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10507)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_5 - What would have made you take some action - If I owned the product myself
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 42
Consumersrsquo agreement with the statement that it was clear which specific product was
recalled is associated most closely with their online buying behaviour
Consumersrsquo agreement with the statement that it was clear where the product has
been sold is associated most closely with their financial status and occupation
85 A 85 A 85 A 85 A 85 A 84 A 83 A 85 A 85 A
83 A 84 A 85 A 85 A 83 A 84 A 85 A 85 A
84 A 85 A 85 A 85 A 85 A 84 A 84 A 85 A
86 A 85 A 83 84 A 84 A 85 A 86 A
Retired
Online buying behaviour Childrenq7d_1 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_1 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear which specific product was recalled
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
74 A 75 A 76 A 75 A 74 A 73 A 73 A 76 A 74 A
73 A 73 A 75 AB 77 B 72 AB 75 A 75 A 74 A
74 A 73 A 75 AB 77 B 73 AB 72 A 74 AB 76 AB
74 A 75 A 75 A 74 A 74 A 75 A 75 A
Retired
Online buying behaviour Childrenq7d_2 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_2 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear where the product had been sold
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 43
Consumersrsquo agreement with the statement that it was clear what specific danger was
posed by the product is associated most closely with their age occupation and online
buying behaviour
Consumersrsquo agreement with the statement that it was clear who to contact for more
information is associated most closely with their online buying behaviour financial
status and with how many young children they have
79 A 80 A 79 AB 78 A 79 A 83 B 78 A 80 A 79 A
77 A 78 A 80 A 80 A 78 A 79 A 79 A 80 A
80 BC 77 A 80 BC 81 BC 78 ABC 80 ABC 83 C 78 AB
79 AB 80 B 78 A 78 A 79 A 80 A 80 A
Retired
Online buying behaviour Childrenq7d_3 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_3 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what specific danger was posed by the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
71 A 70 A 70 A 71 A 70 A 72 A 70 A 71 A 71 A
70 AB 69 A 71 AB 73 B 70 AB 71 A 71 A 71 A
71 AB 70 AB 70 A 73 B 68 AB 72 AB 72 AB 71 AB
72 B 71 AB 69 A 69 A 71 AB 73 B 72 B
Retired
Online buying behaviour Childrenq7d_4 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_4 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear who to contact for more information
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 44
Consumersrsquo agreement with the statement that it was clear what procedure to follow
to return replace or dispose of the product is associated most closely with their online
buying behaviour financial status and education level
Consumersrsquo agreement with the statement that it was clear what procedure to follow
to receive a reimbursement or compensation is associated most closely with their age
online buying behaviour and with how many young children they have
71 A 71 A 69 A 72 B 71 AB 72 AB 71 AB 73 B 70 A
68 A 70 A 71 A 74 B 70 AB 72 A 71 A 71 A
70 A 71 A 71 A 72 A 68 A 74 A 70 A 72 A
73 71 A 69 A 69 A 72 AB 71 AB 72 B
Retired
Online buying behaviour Childrenq7d_5 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_5 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what procedure to follow to return replace or dispose of the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
63 A 64 A 61 A 64 BC 62 AB 67 C 64 AB 65 B 62 A
62 AB 63 AB 64 AB 65 B 56 A 64 AB 64 B 62 A
62 A 62 A 63 A 67 B 63 AB 65 AB 69 B 64 AB
65 A 64 A 61 61 66 A 64 A 65 A
Retired
Online buying behaviour Childrenq7d_6 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_6 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what procedure to follow to receive a reimbursement or compensation
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 45
Consumersrsquo agreement with the statement that the communication was easy to access
and visible is associated most closely with their financial status gender and with how
many young children they have
Consumersrsquo agreement with the statement that minimum effort required on their part
is an important factor in their decision to register when buying a product is associated
most closely with their education level occupation and financial status
73 75 73 A 74 A 76 A 74 A 75 A 75 A 73 A
73 AB 72 A 75 B 77 66 A 74 A 75 A 74 A
74 A 73 A 75 A 75 A 74 A 72 A 73 A 73 A
75 A 74 A 73 A 73 A 75 AB 74 AB 75 B
Retired
Online buying behaviour Childrenq7d_7 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_7 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - The communication was easy to access and visible
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
75 A 77 A 78 B 76 AB 74 AB 73 A 81 75 A 75 A
79 BC 75 ABC 75 AB 78 C 68 A 76 A 75 A 76 A
73 B 75 BC 77 BC 76 BC 65 A 76 BC 71 ABC 78 C
77 A 75 A 74 A 75 A 75 A 74 A 77 A
Retired
Online buying behaviour Children q10_1 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q10_1 - How important are the following factors in your decision to register your contact details when buying a product - There is minimum
effort required on my part
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 46
Consumersrsquo agreement with the statement that receiving an incentive such as a
voucher discount or gift is an important factor in their decision to register when
buying a product is associated most closely with their financial status education level
and age
55 A 57 A 61 56 A 53 A 51 A 63 54 A 57 A
65 B 59 B 55 A 53 A 47 A 56 A 57 A 56 A
54 A 56 A 53 A 61 B 56 AB 58 AB 59 AB 58 AB
55 A 57 A 57 A 56 A 60 A 55 A 56 A
2018
q10_2 - How important are the following factors in your decision to register your contact details when buying a product - I receive an
incentive such as a voucher discount or gift
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_2 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 20
44 Exposure by communication channel
q7b - How did you seehear about product recalls
Traditional
press or
media (eg
newspapers
television
radio etc)
Online media
A consumer
association or
a dedicated
information
service
platform
A physical
store
The sellerrsquos
or
manufacturer
rsquos website
A friend or
acquaintanceDonrsquot know
EU28 798 536 191 238 184 293 08
EU27_2019 796 537 194 221 183 305 07
North 797 507 111 139 146 183 11
South 772 540 210 171 172 377 06
East 754 608 151 128 218 303 07
West 819 519 202 301 183 270 08
BE 866 481 184 176 143 214 11
BG 673 391 32 55 112 189 18
CZ 848 612 210 116 245 303 02
DK 846 645 222 106 134 247 12
DE 868 507 162 307 136 254 06
EE 663 481 42 145 89 124 00
IE 808 580 195 320 208 270 16
EL 680 691 179 103 133 305 14
ES 883 520 171 140 111 345 04
FR 731 508 295 294 265 410 03
HR 602 384 274 199 320 513 00
IT 731 543 239 208 217 427 05
CY 567 344 22 35 144 199 00
LV 600 662 56 73 116 155 09
LT 659 702 154 170 227 348 29
LU 754 433 86 182 121 243 04
HU 729 547 125 86 108 198 03
MT 516 678 19 43 34 193 17
NL 832 569 216 207 185 168 16
AT 889 486 245 401 122 191 00
PL 668 689 143 124 246 272 11
PT 863 409 145 56 50 166 08
RO 898 628 167 178 228 452 08
SI 756 469 87 126 100 131 02
SK 791 549 70 83 193 201 00
FI 888 441 92 113 169 165 04
SE 760 408 58 184 130 132 13
UK 806 536 175 326 190 225 13
IS 850 680 157 128 155 202 00
NO 672 558 93 75 102 104 16
q7b - base respondents who have seen or heard about product recalls N=13835
The figure is significantly different (plt005) compared to the EU28 result
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 21
45 Preferred communication channels
q18 - How would you prefer to receive information about recalls of products you have
purchased
Traditional
press or media Online media
A consumer
association or a
dedicated
information
service platform
Visual
communication
The sellerrsquos or
manufacturerrsquos
website
Directly
Via a
notification
through a
mobile
application
EU28 825 624 545 635 559 840 554
EU27_2019 827 628 557 632 567 828 544
North 811 602 456 558 520 890 503
South 832 647 603 620 570 845 580
East 796 675 549 660 634 847 662
West 834 595 523 641 530 829 504
BE 866 625 544 629 592 878 576
BG 741 631 496 627 559 785 542
CZ 817 650 441 578 540 803 541
DK 832 661 498 492 404 881 437
DE 862 610 526 663 507 789 366
EE 800 636 370 551 480 866 468
IE 829 627 550 705 550 921 676
EL 749 725 676 603 605 855 716
ES 877 656 675 733 635 869 650
FR 793 545 556 606 558 769 544
HR 750 659 544 572 558 813 594
IT 817 632 520 535 514 819 491
CY 811 596 535 437 501 764 504
LV 690 654 497 667 585 840 587
LT 679 698 547 611 611 844 562
LU 861 618 467 675 583 747 446
HU 790 657 554 669 580 775 573
MT 732 687 595 498 487 957 700
NL 884 666 549 578 585 836 572
AT 905 616 636 703 525 837 412
PL 826 708 577 705 709 862 734
PT 817 623 708 651 580 888 662
RO 774 683 623 698 663 942 772
SI 684 524 337 405 275 659 227
SK 780 627 440 564 583 802 537
FI 903 624 478 562 554 905 577
SE 811 513 395 558 532 915 470
UK 808 597 458 652 505 928 619
IS 891 799 627 608 595 914 594
NO 703 536 416 475 387 933 499
q18 - base all respondents N=25541The figure is significantly different (plt005) compared to the EU28 result
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 22
5 Consumer responses to product recalls
51 Responses to general product recall information
Note the last column of this table is based on a derived proportion of those respondents who owned the product but 1) did not follow the instrution of the notice and 2) did not say that they took no action in response to it
52 Responses to product recalls for products owned
Note Due to the low overall sample available is it not possible to draw statistically robust comparisons for specific countries Therefore no country results are displayed for question q12c
You checked
to see if it
concerned a
product you
owned
You took no
action
because you
did not own
the product
Told other
people about
it
Owned the product
and followed the
instructions of the
recall notice
Took no
action even
though you
owned the
product
Took some action but
did not follow the
instructions of the
recall notice1
EU28 774 790 616 649 143 208
EU27_2019 765 802 625 634 161 205
North 659 801 447 467 198 335
South 827 802 731 748 130 123
East 684 783 665 424 157 419
West 790 786 577 694 139 168
The figure is significantly different (plt005) compared to the EU28 result
q7c1 - base respondents who have seen or heard about product recalls N=14093
q7c1 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the communication about the product recall
q12c - Thinking about this product recall what actions did you take in response
You contacted
the
manufacturer
seller for more
information
You contacted
the
manufacturer
seller for
reimbursement
You returned
the product
You threw
the product
away
You
continued
using the
product with
extra caution
You told
others about
the product
recall
You took no
action
EU28 557 413 463 73 312 490 39
EU27_2019 547 434 448 81 280 483 41
North 394 394 471 50 141 273 118
South 561 360 404 118 277 530 25
East 490 446 476 118 276 427 72
West 574 433 488 48 342 493 37
q12c - base respondents who have seen or received notices about recalled products that they have
purchased N=2393
The figure is significantly different (plt005) compared to the EU28 result
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 23
53 Drivers of consumer actions ndash hypothetical scenario
If the
potential
danger was
clearly
communicated
and it seemed
serious
If the specific
action to take
was clearly
communicate
d
If the product
was
expensiveva
luable
If there was
a financial
incentive
If I had
already
experienced
the issue that
was identified
in the
product recall
Other
EU28 955 935 799 648 919 440
EU27_2019 952 931 791 650 915 434
North 967 922 865 725 946 426
South 950 944 744 635 906 346
East 950 923 782 658 914 540
West 959 936 827 643 924 452
BE 940 921 837 664 888 540
BG 879 819 732 653 797 556
CZ 954 926 867 814 876 599
DK 970 888 852 726 940 358
DE 974 959 858 654 969 416
EE 974 933 897 760 962 754
IE 959 933 884 666 933 529
EL 962 934 818 660 938 483
ES 974 962 704 600 955 182
FR 917 874 743 638 833 402
HR 870 811 752 645 707 290
IT 924 926 734 635 851 365
CY 967 948 835 730 939 597
LV 924 914 899 859 934 641
LT 936 927 888 737 924 352
LU 950 923 884 712 959 552
HU 961 924 871 697 957 624
MT 949 928 849 769 906 481
NL 974 952 847 615 952 664
AT 971 957 865 663 973 382
PL 961 924 867 679 963 562
PT 984 972 893 747 973 804
RO 955 969 519 471 886 471
SI 987 982 945 887 987 545
SK 976 953 830 737 950 541
FI 975 946 875 653 967 541
SE 977 926 849 730 943 338
UK 979 962 853 634 948 485
IS 972 939 797 626 940 344
NO 961 931 877 780 948 429
q8a1 - base all respondents N=25541
The figure is significantly different (plt005) compared to the EU28 result
q8a1 - If you heard [about two real-life examples of product recalls] and you owned one of [the recalled products] what would have made you take any actions
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 24
If the potential
danger was
clearly
communicated
and it seemed
serious
If the specific
action to take
was clearly
communicated
If the product
was
expensiveva
luable
If there was
a financial
incentive
If the person I
knew had already
experienced the
issue that was
identified in the
product recall
Other
EU28 948 920 751 618 903 427
EU27_2019 943 916 745 622 898 422
North 948 887 780 636 887 405
South 947 927 708 609 898 327
East 946 921 760 638 914 552
West 949 920 767 613 902 433
BE 917 887 762 602 887 527
BG 869 820 737 637 805 555
CZ 953 917 836 794 919 600
DK 938 857 734 606 871 342
DE 958 937 802 636 945 395
EE 958 946 874 635 934 753
IE 962 939 802 609 929 516
EL 950 917 777 636 906 486
ES 980 946 656 570 959 144
FR 914 880 687 625 814 392
HR 866 843 712 644 722 294
IT 917 911 709 610 851 357
CY 854 808 692 577 808 491
LV 915 883 855 819 895 637
LT 934 889 826 712 870 349
LU 880 855 823 656 941 514
HU 954 916 819 679 912 634
MT 887 858 783 682 849 441
NL 945 898 758 553 876 637
AT 950 941 808 630 938 359
PL 956 925 847 661 960 576
PT 979 954 864 744 909 784
RO 956 962 506 454 889 498
SI 978 974 942 894 977 543
SK 968 940 806 663 938 530
FI 961 927 812 531 902 509
SE 955 874 748 655 886 308
UK 977 945 793 588 936 457
IS 964 900 726 518 912 335
NO 950 910 824 720 916 411
q8a2 - base all respondents N=25541
The figure is significantly different (plt005) compared to the EU28 result
q8a2 - If you heard [about two real-life examples of product recalls] and you knew someone who owned one of [the recalled products] what would have made you take any actions
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 25
54 Drivers of consumer actions ndash real scenario
q7cx1 - What would have made you take some action
If the potential
danger was
more clearly
communicated
and seemed
serious
If the specific
action to take
was more
clearly
communicated
If the product
was expensive
valuable
If I knew
someone who
owned the
product
If I owned the
product myself
EU28 900 843 739 926 979
EU27_2019 895 843 735 918 978
North 901 780 770 913 968
South 933 881 731 907 990
East 945 903 778 947 971
West 875 820 727 928 979
BE 921 837 753 916 975
BG 958 874 808 875 879
CZ 975 947 880 947 971
DK 934 873 759 944 978
DE 826 785 714 952 989
EE 961 887 885 955 992
IE 924 844 779 944 987
EL 984 950 860 944 990
ES 951 867 675 984 1000
FR 882 860 701 844 946
HR 892 837 847 820 890
IT 911 864 715 861 987
CY 973 963 891 950 988
LV 921 894 888 913 963
LT 918 868 852 856 969
LU 830 856 839 934 975
HU 932 924 791 951 984
MT 944 884 822 895 972
NL 888 778 746 924 979
AT 846 779 701 933 988
PL 963 911 849 972 983
PT 989 975 890 986 986
RO 896 850 500 926 972
SI 994 981 968 992 1000
SK 964 917 820 974 981
FI 877 701 764 884 964
SE 885 735 732 921 963
UK 929 847 760 969 989
IS 974 913 767 940 990
NO 865 813 857 941 978
The figure is significantly different (plt005) compared to the EU28 resultq7cx1 - base respondents who have seen or heard about product recalls but took no
action N=11741
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 26
6 The impact of product recalls
61 Responses from manufacturerssellers
Note Due to the low overall sample available is it not possible to draw statistically robust comparisons for specific countries Therefore no country results are displayed for questions q13 and q15
62 Consumer satisfaction with the recall experience
q13 - How did the manufacturerseller respond to your contact about
the recall
They offered
to repair the
product
They offered
to replace
the product
They asked
me to throw
the product
away
They asked
me to return
the product
They offered
to reimburse
me
They offered
no
compensation
EU28 689 585 46 513 343 247
EU27_2019 655 616 53 503 380 223
North 607 587 79 544 361 294
South 618 609 71 413 283 262
East 594 746 122 720 398 296
West 734 556 25 531 362 232
q13 - base respondents who have seen or received notices about recalled products that they have
purchased and made contact right away N=1248
The figure is significantly different (plt005) compared to the EU28 result
q15 - How satisfied or dissatisfied are you with
the following aspects of the product recall
process
The time it
required
The ease of
the process
The
compensatio
nreimburse
ment if any
The assistance
received from the
manufacturer
seller in resolving
any issues if any
EU28 71 76 70 78
EU27_2019 72 77 74 79
North 68 74 69 77
South 75 78 73 80
East 69 73 75 76
West 69 76 69 78
The figure is significantly different (plt005) compared to the EU28 result
q15 - base respondents who have seen or received notices about recalled
products that they have purchased N=2393
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 27
63 Satisfaction with product recall information
It was clear
which specific
product was
recalled
It was clear
where the
product had
been sold
It was clear
what specific
danger was
posed by the
product
It was clear
who to contact
for more
information
It was clear what
procedure to
follow to return
replace or
dispose of the
product
It was clear what
procedure to follow
to receive a
reimbursement or
compensation
The
communication
was easy to
access and
visible
EU28 85 75 79 71 71 63 74
EU27_2019 84 76 79 70 71 63 74
North 86 73 81 69 68 60 72
South 85 75 80 71 69 62 74
East 86 78 82 69 73 65 72
West 85 74 78 72 72 64 75
BE 85 76 75 68 68 58 73
BG 83 75 80 64 60 55 78
CZ 84 78 85 72 76 66 75
DK 85 72 79 67 68 57 67
DE 84 73 77 69 70 62 76
EE 90 75 82 68 62 51 78
IE 87 76 80 75 77 69 75
EL 85 68 77 62 65 51 71
ES 82 76 80 66 62 54 69
FR 82 78 77 75 74 70 74
HR 81 79 79 74 75 74 76
IT 86 77 81 74 73 67 77
CY 84 79 73 62 58 54 72
LV 85 71 80 58 58 48 72
LT 81 73 77 62 60 50 73
LU 74 70 69 65 65 62 75
HU 90 82 86 76 76 72 79
MT 85 71 78 64 64 58 70
NL 86 79 79 72 72 65 75
AT 80 70 76 67 65 57 75
PL 83 75 78 62 70 59 62
PT 85 64 77 67 65 55 75
RO 90 80 84 75 74 68 80
SI 92 84 83 81 80 72 83
SK 93 79 88 70 74 65 79
FI 88 77 85 77 80 73 74
SE 87 70 80 67 63 56 72
UK 87 71 81 73 74 64 74
IS 91 76 83 72 65 60 69
NO 87 69 81 69 68 63 73
q7d - base respondents who have seen or heard about product recalls N=14093The figure is significantly different (plt005) compared to the EU28 result
q7d - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you remember seing or hearing in the past 2 years
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 28
64 Satisfaction with product recall information
Note Due to the low overall sample available is it not possible to draw statistically robust comparisons for specific countries Therefore no country results are displayed for question q16
q16 - Thinking about this product recall experience
which of the following statements apply to you
It increased
my confidence
in the
brandsellersh
op
I became more
distrustful of
the
brandsellersh
op
I started
paying more
attention to
information
about
product
recalls
EU28 544 301 635
EU27_2019 544 295 665
North 644 211 533
South 491 331 777
East 588 353 721
West 556 285 565
The figure is significantly different (plt005) compared to the EU28 result
q16 - base respondents who have seen or received notices about recalled
products that they have purchased N=2393
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 29
7 Vulnerable consumers
71 Awareness of rights and responsibilities
Consumersrsquo awareness of manufacturers being legally required to recall dangerous
products is associated most closely with their financial situation followed by
occupation and education
Consumersrsquo agreement with the statement that it is the responsibility of the
manufacturer to recall the product as soon as they know about the risks it poses is
associated most closely with their education level their age and with how many young
children they have
759 A 754 A 734 A 762 A 765 A 766 A 715 766 A 756 A
758 A 757 A 753 A 777 A 668 767 B 761 AB 740 A
781 BC 789 C 787 C 722 A 728 AB 702 A 707 A 740 AB
780 751 A 742 A 742 A 770 A 757 A 765 A
Retired
Online buying behaviour Children
q5_1 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q5_1 - Do you know if manufacturers are legally required to recall products that are dangerous to consumers - Yes I think they are
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
979 A 982 A 983 AB 984 B 972 A 978 AB 985 A 987 A 972
980 A 980 A 982 A 980 A 963 A 979 A 978 A 985 A
985 A 980 A 985 A 975 A 975 A 968 A 966 A 981 A
983 A 979 A 981 A 976 A 973 AB 983 AB 984 B
Retired
Online buying behaviour Children
q8b_1 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_1 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - It is the responsibility of the manufacturer to recall the product as soon as they know about the risks it poses
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 30
Consumersrsquo agreement with the statement that it is the responsibility of the seller to
inform consumers who purchased the product about the risk it poses is associated
most closely with their online buying behaviour their education level and their
occupation
Consumersrsquo agreement with the statement that consumers who learn about a recall
notice about a product they have purchased should act immediately is associated most
closely with their education level gender and financial status
884 A 883 A 891 A 885 A 882 A 866 A 909 A 898 A 867
870 AB 896 B 890 B 852 A 871 AB 881 A 884 A 885 A
876 ABC 894 BC 866 A 890 BC 845 AB 913 C 893 ABC 904 C
877 A 871 A 913 881 A 866 A 878 A 890 A
Retired
Online buying behaviour Children
q8b_2 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_2 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - It is the responsibility of the seller to inform consumers who purchased the product about the risks it poses
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
914 933 918 A 917 A 930 A 939 A 946 A 936 A 909
949 C 932 BC 926 B 895 A 918 ABC 919 A 929 A 920 A
923 A 917 A 920 A 926 A 927 A 919 A 946 A 926 A
926 A 918 A 929 A 908 A 914 AB 925 AB 937 B
Retired
Online buying behaviour Children
q8b_3 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_3 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - Consumers who learn about a recall notice about a product they have purchased should take action immediately
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 31
Consumersrsquo agreement with the statement that it is important for them to pay
attention to product recalls is associated most closely with their gender how many
young children they have and their age
72 Product registration
Consumersrsquo awareness that by registering a product they can be contacted directly in
case there is a problem with this product is associated most closely with their gender
their online buying behaviour and their education level
931 948 928 A 940 AB 939 A 958 B 943 AB 948 B 931 A
931 AB 938 AB 947 B 929 A 890 AB 941 A 941 A 936 A
932 A 943 A 946 A 942 A 932 A 938 A 927 A 931 A
939 A 935 A 948 A 926 A 934 A 930 A 956
Retired
Online buying behaviour Children
q8b_4 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_4 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - It is important for consumers to pay attention to product recalls
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
458 340 377 AB 418 C 413 BC 371 A 342 400 A 405 A
387 AB 389 A 390 A 434 B 413 AB 403 A 405 A 383 A
440 C 438 C 409 BC 381 AB 335 A 352 A 347 AB 385 AB
457 408 317 381 A 428 B 381 AB 410 AB
Retired
Online buying behaviour Children
q9a - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q9a - Did you know that by registering a product you can be contacted directly in case there is a problem with that product - Yes I did
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 32
Registering a product in order to be contacted in case of problems with a product is
associated most closely with consumersrsquo online buying behaviour their financial status
and their age
Consumersrsquo agreement with the statement that allowing the seller or manufacturer to
inform them about potential issues with the product is an important factor in their
decision to register a product is associated most closely with their financial status
710 A 716 A 721 AB 684 A 713 AB 774 B 746 A 705 A 714 A
815 B 709 A 701 A 709 A 768 AB 710 A 704 A 725 A
722 AB 729 AB 687 A 747 B 736 AB 697 AB 681 AB 721 AB
679 A 711 A 780 710 A 697 A 709 A 719 A
Retired
Online buying behaviour Children q9b - base EU28
respondents that know you
can be contacted in case
there is a problem with a
product after you registered
the product (N=8665)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q9b - And do you usually register the product so you can be contacted in case of problems with that product - Yes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
85 A 86 A 85 A 86 A 86 A 84 A 85 A 86 A 85 A
86 AB 84 A 86 AB 86 B 84 AB 85 A 86 A 86 A
85 A 86 A 85 A 87 A 83 A 84 A 85 A 87 A
86 A 86 A 85 A 85 A 84 A 86 A 86 A
2018
q10_3 - How important are the following factors in your decision to register your contact details when buying a product - Registration will
allow the seller or manufacturer to inform me about potential issues with the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_3 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 33
Consumersrsquo agreement with the statement that knowing that their data will not be
used for marketing purposes is an important factor in their decision to register a
product is associated most closely with their gender online buying behaviour and
education level
Consumersrsquo agreement with the statement that having trust in the brand or the seller
is an important factor in their decision to register a product is associated most closely
with their financial situation
83 87 85 AB 86 B 83 A 84 AB 81 A 86 B 84 AB
88 B 83 A 84 A 86 AB 83 AB 85 A 85 A 85 A
85 A 84 A 86 A 84 A 84 A 86 A 81 A 83 A
85 A 86 A 81 83 A 85 AB 83 A 86 B
2018
q10_4 - How important are the following factors in your decision to register your contact details when buying a product - I know my data
such as email address will not be used for marketing purposes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_4 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
80 A 81 A 81 A 82 A 80 A 79 A 82 A 81 A 80 A
81 AB 79 A 81 B 82 B 76 AB 80 A 81 A 80 A
80 A 82 A 81 A 80 A 77 A 81 A 77 A 82 A
81 A 81 A 78 A 81 A 79 A 80 A 81 A
2018
q10_5 - How important are the following factors in your decision to register your contact details when buying a product - I trust the brand or
seller
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_5 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 34
Consumersrsquo agreement with the statement that the product being expensive is an
important factor in their decision to register a product is associated most closely with
how many young children they have their financial situation and education level
73 Exposure to product recalls
Consumersrsquo exposure to product recall notices is associated most closely with their
online buying behaviour education level and occupation
69 A 70 A 71 A 68 A 69 A 69 A 70 AB 67 A 71 B
75 B 71 AB 68 A 69 A 66 AB 69 A 70 A 70 A
69 AB 70 AB 67 A 71 B 64 A 71 AB 70 AB 71 AB
69 A 70 A 69 A 69 A 71 AB 73 B 68 A
2018
q10_6 - How important are the following factors in your decision to register your contact details when buying a product - The product is
expensive
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_6 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
590 547 535 A 610 B 602 B 506 A 449 562 599
510 A 542 A 586 B 601 B 486 A 575 A 575 A 554 A
593 DE 602 DE 618 E 512 B 481 AB 520 ABC 446 A 564 CD
642 585 470 553 A 534 A 553 A 589
Retired
Online buying behaviour Children
q6 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q6 - Apart from the Ikea furniture and Samsung phone examples in the past 2 years have you seen or heard any other information notices
ads or announcements concerning the recall of a specific product - Yes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 35
Consumersrsquo exposure to product recalls for products they had purchased themselves is
associated most closely with their online buying behaviour gender and education
level
Consumersrsquo likelihood to have seen or heard information about product recalls in the
last 2 years is associated most closely with their gender age and education level
144 107 116 AB 142 C 135 BC 88 A 79 131 A 126 A
108 AB 121 ABC 122 B 147 C 84 A 133 B 128 AB 112 A
139 B 135 AB 135 B 96 A 95 AB 107 AB 92 A 129 AB
146 A 133 A 81 111 A 132 AB 123 AB 135 B
Retired
Online buying behaviour Children
q11 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q11 - In the last 2 years have you seen or received any notice or request to return a product you had purchased yourself - Yes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
846 741 727 822 A 819 A 802 A 743 800 A 796 A
730 A 776 AB 802 BC 824 C 753 ABC 819 B 778 A 792 AB
786 AB 788 AB 820 B 779 A 747 A 782 AB 788 AB 784 AB
811 B 781 A 796 AB 791 AB 750 A 778 AB 810 B
Retired
Online buying behaviour Childrenq7a_1 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7a_1 - In the last 2 years for which of the following product categories did you see or hear information about product recalls - Cars or other
motor vehicles
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 36
Consumersrsquo preference of receiving information about recalls of products they have
purchased via traditional press or media is associated most closely with their financial
status gender and age
Consumersrsquo preference of receiving information about recalls of products they have
purchased via online media is associated most closely with their age online buying
behaviour and with how many young children they have
809 842 787 839 A 838 A 842 A 786 A 839 820 A
798 A 841 B 840 B 780 A 755 A 831 A 822 A 823 A
814 ABC 808 ABC 843 D 815 BC 764 A 846 CD 772 AB 842 CD
801 831 A 842 A 828 A 816 A 816 A 828 A
Retired
Online buying behaviour Children
q18_1 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q18_1 - How would you prefer to receive information about recalls of products you have purchased - Traditional press or media
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
630 A 624 A 728 645 600 508 622 AB 640 B 615 A
597 A 635 A 632 A 615 A 602 A 623 A 635 A 620 A
629 ABC 656 C 646 C 643 BC 649 ABC 595 AB 643 ABC 587 A
686 654 532 627 A 672 B 642 AB 616 A
Retired
Online buying behaviour Children
q18_2 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q18_2 - How would you prefer to receive information about recalls of products you have purchased - Online media
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 37
Consumersrsquo preference to receive information about recalls of products they have
purchased directly is associated most closely with their online buying behaviour
gender and occupation
74 Consumer responses to product recalls
Consumersrsquo likelihood to check if a recall notice concerned a product they owned is
associated most closely with their online buying behaviour financial situation and
occupation
850 832 854 A 849 A 837 A 815 A 841 A 839 A 842 A
844 A 844 A 839 A 843 A 783 A 844 A 844 A 833 A
838 AB 871 B 846 AB 822 A 832 AB 838 AB 805 A 841 AB
877 835 A 813 A 835 A 809 A 843 A 848 A
Retired
Online buying behaviour Children
q18_6 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q18_6 - How would you prefer to receive information about recalls of products you have purchased - Directly
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
778 A 771 A 781 A 779 A 760 A 772 A 735 A 785 A 771 A
706 A 763 AB 792 C 771 BC 695 AB 780 A 772 A 771 A
768 AB 803 BC 817 C 723 A 717 A 760 ABC 774 ABC 742 A
812 765 A 735 A 760 A 782 A 798 A 776 A
2018
q7crow1_1 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You checked to see if it concerned a product you owned
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow1_1 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 38
Consumersrsquo likelihood to take no action even though they owned a recalled product is
associated most closely with their education level gender and financial status
Consumersrsquo likelihood to follow the instructions of the recall notice to send back the
product or contact the manufacturer or the seller is associated most closely with the
degree of urbanisation and their occupation
166 117 219 B 136 AB 122 AB 104 A 283 119 A 140 A
154 AB 163 B 138 B 130 B 56 A 136 A 142 A 145 A
136 ABC 131 ABC 111 AB 157 ABC 134 ABC 235 C 75 A 185 BC
136 A 141 A 152 A 132 A 113 A 140 A 154 A
2018
q7crow3_3 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You took no action even though you owned the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow3_3 - base EU28
respondents who have seen
or heard about product
recalls (N=2631)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
774 A 742 A 751 A 746 A 773 A 777 A 761 A 759 A 756 A
759 A 774 A 740 A 797 A 650 A 790 B 763 AB 719 A
796 A 835 A 770 A 735 A 651 A 743 A 651 A 703 A
770 A 760 A 730 A 721 A 797 A 742 A 780 A
2018
q7crow4_4 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You owned the product and followed the instructions of the recall notice to send back the product or
contact the manufacturerseller
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow4_4 - base EU28
respondents who have seen
or heard about product
recalls (N=2174)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 39
Consumersrsquo likelihood to tell other people about a product recall is associated most
closely with their financial status gender and age
75 Drivers of consumer actions
Consumersrsquo agreement with the statement that they would have taken action if the
potential danger was more clearly communicated and seemed serious is associated
most closely with how many young children they have and with their occupation
601 631 654 B 597 A 594 A 626 AB 636 AB 646 B 591 A
641 BC 676 C 622 B 524 A 551 AB 605 A 627 A 612 A
593 AB 639 AB 639 B 644 B 561 AB 548 A 604 AB 585 AB
619 AB 601 A 642 B 600 AB 588 AB 589 A 640 B
2018
q7crow5_5 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You told other people about it
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow5_5 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
894 A 906 A 884 A 901 A 904 A 917 A 915 A 912 A 891 A
920 A 902 A 903 A 890 A 862 A 908 A 901 A 892 A
876 A 915 AB 892 A 927 B 894 AB 924 AB 945 B 898 AB
901 A 895 A 912 A 911 AB 928 B 875 A 892 AB
Retired
Online buying behaviour Children q7cx1_1 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_1 - What would have made you take some action - If the potential danger was more clearly communicated and seemed serious
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 40
Consumersrsquo agreement with the statement that they would have taken action if the
specific action to take was more clearly communicated is associated most closely with
their financial status online buying behaviour and occupation
Consumersrsquo agreement with the statement that they would have taken action if the
product was expensive or valuable is associated most closely with their education
level age and financial status
836 A 852 A 832 AB 831 A 851 AB 883 B 849 A 858 A 834 A
866 AB 870 B 845 AB 812 A 761 A 841 A 834 A 857 A
841 AB 869 AB 838 AB 877 B 819 AB 862 AB 833 AB 822 A
842 AB 834 A 872 B 854 A 803 A 824 A 850 A
Retired
Online buying behaviour Children q7cx1_2 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_2 - What would have made you take some action - If the specific action to take was more clearly communicated
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
733 A 744 A 788 B 713 A 736 AB 724 AB 810 A 760 A 715
771 AB 773 B 733 A 701 A 713 AB 748 A 737 A 732 A
726 A 727 A 727 A 745 A 770 A 755 A 778 A 755 A
756 A 724 A 742 A 727 A 731 A 729 A 751 A
Retired
Online buying behaviour Children q7cx1_3 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_3 - What would have made you take some action - If the product was expensivevaluable
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 41
Consumersrsquo agreement with the statement that they would have taken action if they
knew someone who owned the product is associated most closely with their online
buying behaviour gender and occupation
Consumersrsquo agreement with the statement that they would have taken action if they
owned the product themselves is associated most closely with their financial status
their online buying behaviour and occupation
916 936 929 A 923 A 917 A 935 A 905 A 918 A 934 A
932 AB 923 AB 931 AB 910 A 955 B 918 A 931 A 927 A
928 AB 898 A 941 B 943 B 904 AB 882 AB 954 B 910 AB
951 911 A 917 A 915 A 894 A 920 A 938 A
Retired
Online buying behaviour Children q7cx1_4 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_4 - What would have made you take some action - If I knew someone who owned the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
976 A 983 A 983 A 979 A 974 A 980 A 981 A 983 A 977 A
989 BC 976 A 982 AB 973 A 995 C 980 A 979 A 979 A
975 AB 986 B 985 B 960 A 971 AB 981 AB 990 B 981 AB
986 B 973 A 981 AB 981 A 968 A 980 A 980 A
Retired
Online buying behaviour Children q7cx1_5 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10507)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_5 - What would have made you take some action - If I owned the product myself
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 42
Consumersrsquo agreement with the statement that it was clear which specific product was
recalled is associated most closely with their online buying behaviour
Consumersrsquo agreement with the statement that it was clear where the product has
been sold is associated most closely with their financial status and occupation
85 A 85 A 85 A 85 A 85 A 84 A 83 A 85 A 85 A
83 A 84 A 85 A 85 A 83 A 84 A 85 A 85 A
84 A 85 A 85 A 85 A 85 A 84 A 84 A 85 A
86 A 85 A 83 84 A 84 A 85 A 86 A
Retired
Online buying behaviour Childrenq7d_1 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_1 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear which specific product was recalled
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
74 A 75 A 76 A 75 A 74 A 73 A 73 A 76 A 74 A
73 A 73 A 75 AB 77 B 72 AB 75 A 75 A 74 A
74 A 73 A 75 AB 77 B 73 AB 72 A 74 AB 76 AB
74 A 75 A 75 A 74 A 74 A 75 A 75 A
Retired
Online buying behaviour Childrenq7d_2 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_2 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear where the product had been sold
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 43
Consumersrsquo agreement with the statement that it was clear what specific danger was
posed by the product is associated most closely with their age occupation and online
buying behaviour
Consumersrsquo agreement with the statement that it was clear who to contact for more
information is associated most closely with their online buying behaviour financial
status and with how many young children they have
79 A 80 A 79 AB 78 A 79 A 83 B 78 A 80 A 79 A
77 A 78 A 80 A 80 A 78 A 79 A 79 A 80 A
80 BC 77 A 80 BC 81 BC 78 ABC 80 ABC 83 C 78 AB
79 AB 80 B 78 A 78 A 79 A 80 A 80 A
Retired
Online buying behaviour Childrenq7d_3 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_3 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what specific danger was posed by the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
71 A 70 A 70 A 71 A 70 A 72 A 70 A 71 A 71 A
70 AB 69 A 71 AB 73 B 70 AB 71 A 71 A 71 A
71 AB 70 AB 70 A 73 B 68 AB 72 AB 72 AB 71 AB
72 B 71 AB 69 A 69 A 71 AB 73 B 72 B
Retired
Online buying behaviour Childrenq7d_4 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_4 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear who to contact for more information
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 44
Consumersrsquo agreement with the statement that it was clear what procedure to follow
to return replace or dispose of the product is associated most closely with their online
buying behaviour financial status and education level
Consumersrsquo agreement with the statement that it was clear what procedure to follow
to receive a reimbursement or compensation is associated most closely with their age
online buying behaviour and with how many young children they have
71 A 71 A 69 A 72 B 71 AB 72 AB 71 AB 73 B 70 A
68 A 70 A 71 A 74 B 70 AB 72 A 71 A 71 A
70 A 71 A 71 A 72 A 68 A 74 A 70 A 72 A
73 71 A 69 A 69 A 72 AB 71 AB 72 B
Retired
Online buying behaviour Childrenq7d_5 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_5 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what procedure to follow to return replace or dispose of the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
63 A 64 A 61 A 64 BC 62 AB 67 C 64 AB 65 B 62 A
62 AB 63 AB 64 AB 65 B 56 A 64 AB 64 B 62 A
62 A 62 A 63 A 67 B 63 AB 65 AB 69 B 64 AB
65 A 64 A 61 61 66 A 64 A 65 A
Retired
Online buying behaviour Childrenq7d_6 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_6 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what procedure to follow to receive a reimbursement or compensation
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 45
Consumersrsquo agreement with the statement that the communication was easy to access
and visible is associated most closely with their financial status gender and with how
many young children they have
Consumersrsquo agreement with the statement that minimum effort required on their part
is an important factor in their decision to register when buying a product is associated
most closely with their education level occupation and financial status
73 75 73 A 74 A 76 A 74 A 75 A 75 A 73 A
73 AB 72 A 75 B 77 66 A 74 A 75 A 74 A
74 A 73 A 75 A 75 A 74 A 72 A 73 A 73 A
75 A 74 A 73 A 73 A 75 AB 74 AB 75 B
Retired
Online buying behaviour Childrenq7d_7 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_7 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - The communication was easy to access and visible
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
75 A 77 A 78 B 76 AB 74 AB 73 A 81 75 A 75 A
79 BC 75 ABC 75 AB 78 C 68 A 76 A 75 A 76 A
73 B 75 BC 77 BC 76 BC 65 A 76 BC 71 ABC 78 C
77 A 75 A 74 A 75 A 75 A 74 A 77 A
Retired
Online buying behaviour Children q10_1 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q10_1 - How important are the following factors in your decision to register your contact details when buying a product - There is minimum
effort required on my part
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 46
Consumersrsquo agreement with the statement that receiving an incentive such as a
voucher discount or gift is an important factor in their decision to register when
buying a product is associated most closely with their financial status education level
and age
55 A 57 A 61 56 A 53 A 51 A 63 54 A 57 A
65 B 59 B 55 A 53 A 47 A 56 A 57 A 56 A
54 A 56 A 53 A 61 B 56 AB 58 AB 59 AB 58 AB
55 A 57 A 57 A 56 A 60 A 55 A 56 A
2018
q10_2 - How important are the following factors in your decision to register your contact details when buying a product - I receive an
incentive such as a voucher discount or gift
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_2 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 21
45 Preferred communication channels
q18 - How would you prefer to receive information about recalls of products you have
purchased
Traditional
press or media Online media
A consumer
association or a
dedicated
information
service platform
Visual
communication
The sellerrsquos or
manufacturerrsquos
website
Directly
Via a
notification
through a
mobile
application
EU28 825 624 545 635 559 840 554
EU27_2019 827 628 557 632 567 828 544
North 811 602 456 558 520 890 503
South 832 647 603 620 570 845 580
East 796 675 549 660 634 847 662
West 834 595 523 641 530 829 504
BE 866 625 544 629 592 878 576
BG 741 631 496 627 559 785 542
CZ 817 650 441 578 540 803 541
DK 832 661 498 492 404 881 437
DE 862 610 526 663 507 789 366
EE 800 636 370 551 480 866 468
IE 829 627 550 705 550 921 676
EL 749 725 676 603 605 855 716
ES 877 656 675 733 635 869 650
FR 793 545 556 606 558 769 544
HR 750 659 544 572 558 813 594
IT 817 632 520 535 514 819 491
CY 811 596 535 437 501 764 504
LV 690 654 497 667 585 840 587
LT 679 698 547 611 611 844 562
LU 861 618 467 675 583 747 446
HU 790 657 554 669 580 775 573
MT 732 687 595 498 487 957 700
NL 884 666 549 578 585 836 572
AT 905 616 636 703 525 837 412
PL 826 708 577 705 709 862 734
PT 817 623 708 651 580 888 662
RO 774 683 623 698 663 942 772
SI 684 524 337 405 275 659 227
SK 780 627 440 564 583 802 537
FI 903 624 478 562 554 905 577
SE 811 513 395 558 532 915 470
UK 808 597 458 652 505 928 619
IS 891 799 627 608 595 914 594
NO 703 536 416 475 387 933 499
q18 - base all respondents N=25541The figure is significantly different (plt005) compared to the EU28 result
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 22
5 Consumer responses to product recalls
51 Responses to general product recall information
Note the last column of this table is based on a derived proportion of those respondents who owned the product but 1) did not follow the instrution of the notice and 2) did not say that they took no action in response to it
52 Responses to product recalls for products owned
Note Due to the low overall sample available is it not possible to draw statistically robust comparisons for specific countries Therefore no country results are displayed for question q12c
You checked
to see if it
concerned a
product you
owned
You took no
action
because you
did not own
the product
Told other
people about
it
Owned the product
and followed the
instructions of the
recall notice
Took no
action even
though you
owned the
product
Took some action but
did not follow the
instructions of the
recall notice1
EU28 774 790 616 649 143 208
EU27_2019 765 802 625 634 161 205
North 659 801 447 467 198 335
South 827 802 731 748 130 123
East 684 783 665 424 157 419
West 790 786 577 694 139 168
The figure is significantly different (plt005) compared to the EU28 result
q7c1 - base respondents who have seen or heard about product recalls N=14093
q7c1 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the communication about the product recall
q12c - Thinking about this product recall what actions did you take in response
You contacted
the
manufacturer
seller for more
information
You contacted
the
manufacturer
seller for
reimbursement
You returned
the product
You threw
the product
away
You
continued
using the
product with
extra caution
You told
others about
the product
recall
You took no
action
EU28 557 413 463 73 312 490 39
EU27_2019 547 434 448 81 280 483 41
North 394 394 471 50 141 273 118
South 561 360 404 118 277 530 25
East 490 446 476 118 276 427 72
West 574 433 488 48 342 493 37
q12c - base respondents who have seen or received notices about recalled products that they have
purchased N=2393
The figure is significantly different (plt005) compared to the EU28 result
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 23
53 Drivers of consumer actions ndash hypothetical scenario
If the
potential
danger was
clearly
communicated
and it seemed
serious
If the specific
action to take
was clearly
communicate
d
If the product
was
expensiveva
luable
If there was
a financial
incentive
If I had
already
experienced
the issue that
was identified
in the
product recall
Other
EU28 955 935 799 648 919 440
EU27_2019 952 931 791 650 915 434
North 967 922 865 725 946 426
South 950 944 744 635 906 346
East 950 923 782 658 914 540
West 959 936 827 643 924 452
BE 940 921 837 664 888 540
BG 879 819 732 653 797 556
CZ 954 926 867 814 876 599
DK 970 888 852 726 940 358
DE 974 959 858 654 969 416
EE 974 933 897 760 962 754
IE 959 933 884 666 933 529
EL 962 934 818 660 938 483
ES 974 962 704 600 955 182
FR 917 874 743 638 833 402
HR 870 811 752 645 707 290
IT 924 926 734 635 851 365
CY 967 948 835 730 939 597
LV 924 914 899 859 934 641
LT 936 927 888 737 924 352
LU 950 923 884 712 959 552
HU 961 924 871 697 957 624
MT 949 928 849 769 906 481
NL 974 952 847 615 952 664
AT 971 957 865 663 973 382
PL 961 924 867 679 963 562
PT 984 972 893 747 973 804
RO 955 969 519 471 886 471
SI 987 982 945 887 987 545
SK 976 953 830 737 950 541
FI 975 946 875 653 967 541
SE 977 926 849 730 943 338
UK 979 962 853 634 948 485
IS 972 939 797 626 940 344
NO 961 931 877 780 948 429
q8a1 - base all respondents N=25541
The figure is significantly different (plt005) compared to the EU28 result
q8a1 - If you heard [about two real-life examples of product recalls] and you owned one of [the recalled products] what would have made you take any actions
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 24
If the potential
danger was
clearly
communicated
and it seemed
serious
If the specific
action to take
was clearly
communicated
If the product
was
expensiveva
luable
If there was
a financial
incentive
If the person I
knew had already
experienced the
issue that was
identified in the
product recall
Other
EU28 948 920 751 618 903 427
EU27_2019 943 916 745 622 898 422
North 948 887 780 636 887 405
South 947 927 708 609 898 327
East 946 921 760 638 914 552
West 949 920 767 613 902 433
BE 917 887 762 602 887 527
BG 869 820 737 637 805 555
CZ 953 917 836 794 919 600
DK 938 857 734 606 871 342
DE 958 937 802 636 945 395
EE 958 946 874 635 934 753
IE 962 939 802 609 929 516
EL 950 917 777 636 906 486
ES 980 946 656 570 959 144
FR 914 880 687 625 814 392
HR 866 843 712 644 722 294
IT 917 911 709 610 851 357
CY 854 808 692 577 808 491
LV 915 883 855 819 895 637
LT 934 889 826 712 870 349
LU 880 855 823 656 941 514
HU 954 916 819 679 912 634
MT 887 858 783 682 849 441
NL 945 898 758 553 876 637
AT 950 941 808 630 938 359
PL 956 925 847 661 960 576
PT 979 954 864 744 909 784
RO 956 962 506 454 889 498
SI 978 974 942 894 977 543
SK 968 940 806 663 938 530
FI 961 927 812 531 902 509
SE 955 874 748 655 886 308
UK 977 945 793 588 936 457
IS 964 900 726 518 912 335
NO 950 910 824 720 916 411
q8a2 - base all respondents N=25541
The figure is significantly different (plt005) compared to the EU28 result
q8a2 - If you heard [about two real-life examples of product recalls] and you knew someone who owned one of [the recalled products] what would have made you take any actions
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 25
54 Drivers of consumer actions ndash real scenario
q7cx1 - What would have made you take some action
If the potential
danger was
more clearly
communicated
and seemed
serious
If the specific
action to take
was more
clearly
communicated
If the product
was expensive
valuable
If I knew
someone who
owned the
product
If I owned the
product myself
EU28 900 843 739 926 979
EU27_2019 895 843 735 918 978
North 901 780 770 913 968
South 933 881 731 907 990
East 945 903 778 947 971
West 875 820 727 928 979
BE 921 837 753 916 975
BG 958 874 808 875 879
CZ 975 947 880 947 971
DK 934 873 759 944 978
DE 826 785 714 952 989
EE 961 887 885 955 992
IE 924 844 779 944 987
EL 984 950 860 944 990
ES 951 867 675 984 1000
FR 882 860 701 844 946
HR 892 837 847 820 890
IT 911 864 715 861 987
CY 973 963 891 950 988
LV 921 894 888 913 963
LT 918 868 852 856 969
LU 830 856 839 934 975
HU 932 924 791 951 984
MT 944 884 822 895 972
NL 888 778 746 924 979
AT 846 779 701 933 988
PL 963 911 849 972 983
PT 989 975 890 986 986
RO 896 850 500 926 972
SI 994 981 968 992 1000
SK 964 917 820 974 981
FI 877 701 764 884 964
SE 885 735 732 921 963
UK 929 847 760 969 989
IS 974 913 767 940 990
NO 865 813 857 941 978
The figure is significantly different (plt005) compared to the EU28 resultq7cx1 - base respondents who have seen or heard about product recalls but took no
action N=11741
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 26
6 The impact of product recalls
61 Responses from manufacturerssellers
Note Due to the low overall sample available is it not possible to draw statistically robust comparisons for specific countries Therefore no country results are displayed for questions q13 and q15
62 Consumer satisfaction with the recall experience
q13 - How did the manufacturerseller respond to your contact about
the recall
They offered
to repair the
product
They offered
to replace
the product
They asked
me to throw
the product
away
They asked
me to return
the product
They offered
to reimburse
me
They offered
no
compensation
EU28 689 585 46 513 343 247
EU27_2019 655 616 53 503 380 223
North 607 587 79 544 361 294
South 618 609 71 413 283 262
East 594 746 122 720 398 296
West 734 556 25 531 362 232
q13 - base respondents who have seen or received notices about recalled products that they have
purchased and made contact right away N=1248
The figure is significantly different (plt005) compared to the EU28 result
q15 - How satisfied or dissatisfied are you with
the following aspects of the product recall
process
The time it
required
The ease of
the process
The
compensatio
nreimburse
ment if any
The assistance
received from the
manufacturer
seller in resolving
any issues if any
EU28 71 76 70 78
EU27_2019 72 77 74 79
North 68 74 69 77
South 75 78 73 80
East 69 73 75 76
West 69 76 69 78
The figure is significantly different (plt005) compared to the EU28 result
q15 - base respondents who have seen or received notices about recalled
products that they have purchased N=2393
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 27
63 Satisfaction with product recall information
It was clear
which specific
product was
recalled
It was clear
where the
product had
been sold
It was clear
what specific
danger was
posed by the
product
It was clear
who to contact
for more
information
It was clear what
procedure to
follow to return
replace or
dispose of the
product
It was clear what
procedure to follow
to receive a
reimbursement or
compensation
The
communication
was easy to
access and
visible
EU28 85 75 79 71 71 63 74
EU27_2019 84 76 79 70 71 63 74
North 86 73 81 69 68 60 72
South 85 75 80 71 69 62 74
East 86 78 82 69 73 65 72
West 85 74 78 72 72 64 75
BE 85 76 75 68 68 58 73
BG 83 75 80 64 60 55 78
CZ 84 78 85 72 76 66 75
DK 85 72 79 67 68 57 67
DE 84 73 77 69 70 62 76
EE 90 75 82 68 62 51 78
IE 87 76 80 75 77 69 75
EL 85 68 77 62 65 51 71
ES 82 76 80 66 62 54 69
FR 82 78 77 75 74 70 74
HR 81 79 79 74 75 74 76
IT 86 77 81 74 73 67 77
CY 84 79 73 62 58 54 72
LV 85 71 80 58 58 48 72
LT 81 73 77 62 60 50 73
LU 74 70 69 65 65 62 75
HU 90 82 86 76 76 72 79
MT 85 71 78 64 64 58 70
NL 86 79 79 72 72 65 75
AT 80 70 76 67 65 57 75
PL 83 75 78 62 70 59 62
PT 85 64 77 67 65 55 75
RO 90 80 84 75 74 68 80
SI 92 84 83 81 80 72 83
SK 93 79 88 70 74 65 79
FI 88 77 85 77 80 73 74
SE 87 70 80 67 63 56 72
UK 87 71 81 73 74 64 74
IS 91 76 83 72 65 60 69
NO 87 69 81 69 68 63 73
q7d - base respondents who have seen or heard about product recalls N=14093The figure is significantly different (plt005) compared to the EU28 result
q7d - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you remember seing or hearing in the past 2 years
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 28
64 Satisfaction with product recall information
Note Due to the low overall sample available is it not possible to draw statistically robust comparisons for specific countries Therefore no country results are displayed for question q16
q16 - Thinking about this product recall experience
which of the following statements apply to you
It increased
my confidence
in the
brandsellersh
op
I became more
distrustful of
the
brandsellersh
op
I started
paying more
attention to
information
about
product
recalls
EU28 544 301 635
EU27_2019 544 295 665
North 644 211 533
South 491 331 777
East 588 353 721
West 556 285 565
The figure is significantly different (plt005) compared to the EU28 result
q16 - base respondents who have seen or received notices about recalled
products that they have purchased N=2393
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 29
7 Vulnerable consumers
71 Awareness of rights and responsibilities
Consumersrsquo awareness of manufacturers being legally required to recall dangerous
products is associated most closely with their financial situation followed by
occupation and education
Consumersrsquo agreement with the statement that it is the responsibility of the
manufacturer to recall the product as soon as they know about the risks it poses is
associated most closely with their education level their age and with how many young
children they have
759 A 754 A 734 A 762 A 765 A 766 A 715 766 A 756 A
758 A 757 A 753 A 777 A 668 767 B 761 AB 740 A
781 BC 789 C 787 C 722 A 728 AB 702 A 707 A 740 AB
780 751 A 742 A 742 A 770 A 757 A 765 A
Retired
Online buying behaviour Children
q5_1 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q5_1 - Do you know if manufacturers are legally required to recall products that are dangerous to consumers - Yes I think they are
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
979 A 982 A 983 AB 984 B 972 A 978 AB 985 A 987 A 972
980 A 980 A 982 A 980 A 963 A 979 A 978 A 985 A
985 A 980 A 985 A 975 A 975 A 968 A 966 A 981 A
983 A 979 A 981 A 976 A 973 AB 983 AB 984 B
Retired
Online buying behaviour Children
q8b_1 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_1 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - It is the responsibility of the manufacturer to recall the product as soon as they know about the risks it poses
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 30
Consumersrsquo agreement with the statement that it is the responsibility of the seller to
inform consumers who purchased the product about the risk it poses is associated
most closely with their online buying behaviour their education level and their
occupation
Consumersrsquo agreement with the statement that consumers who learn about a recall
notice about a product they have purchased should act immediately is associated most
closely with their education level gender and financial status
884 A 883 A 891 A 885 A 882 A 866 A 909 A 898 A 867
870 AB 896 B 890 B 852 A 871 AB 881 A 884 A 885 A
876 ABC 894 BC 866 A 890 BC 845 AB 913 C 893 ABC 904 C
877 A 871 A 913 881 A 866 A 878 A 890 A
Retired
Online buying behaviour Children
q8b_2 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_2 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - It is the responsibility of the seller to inform consumers who purchased the product about the risks it poses
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
914 933 918 A 917 A 930 A 939 A 946 A 936 A 909
949 C 932 BC 926 B 895 A 918 ABC 919 A 929 A 920 A
923 A 917 A 920 A 926 A 927 A 919 A 946 A 926 A
926 A 918 A 929 A 908 A 914 AB 925 AB 937 B
Retired
Online buying behaviour Children
q8b_3 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_3 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - Consumers who learn about a recall notice about a product they have purchased should take action immediately
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 31
Consumersrsquo agreement with the statement that it is important for them to pay
attention to product recalls is associated most closely with their gender how many
young children they have and their age
72 Product registration
Consumersrsquo awareness that by registering a product they can be contacted directly in
case there is a problem with this product is associated most closely with their gender
their online buying behaviour and their education level
931 948 928 A 940 AB 939 A 958 B 943 AB 948 B 931 A
931 AB 938 AB 947 B 929 A 890 AB 941 A 941 A 936 A
932 A 943 A 946 A 942 A 932 A 938 A 927 A 931 A
939 A 935 A 948 A 926 A 934 A 930 A 956
Retired
Online buying behaviour Children
q8b_4 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_4 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - It is important for consumers to pay attention to product recalls
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
458 340 377 AB 418 C 413 BC 371 A 342 400 A 405 A
387 AB 389 A 390 A 434 B 413 AB 403 A 405 A 383 A
440 C 438 C 409 BC 381 AB 335 A 352 A 347 AB 385 AB
457 408 317 381 A 428 B 381 AB 410 AB
Retired
Online buying behaviour Children
q9a - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q9a - Did you know that by registering a product you can be contacted directly in case there is a problem with that product - Yes I did
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 32
Registering a product in order to be contacted in case of problems with a product is
associated most closely with consumersrsquo online buying behaviour their financial status
and their age
Consumersrsquo agreement with the statement that allowing the seller or manufacturer to
inform them about potential issues with the product is an important factor in their
decision to register a product is associated most closely with their financial status
710 A 716 A 721 AB 684 A 713 AB 774 B 746 A 705 A 714 A
815 B 709 A 701 A 709 A 768 AB 710 A 704 A 725 A
722 AB 729 AB 687 A 747 B 736 AB 697 AB 681 AB 721 AB
679 A 711 A 780 710 A 697 A 709 A 719 A
Retired
Online buying behaviour Children q9b - base EU28
respondents that know you
can be contacted in case
there is a problem with a
product after you registered
the product (N=8665)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q9b - And do you usually register the product so you can be contacted in case of problems with that product - Yes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
85 A 86 A 85 A 86 A 86 A 84 A 85 A 86 A 85 A
86 AB 84 A 86 AB 86 B 84 AB 85 A 86 A 86 A
85 A 86 A 85 A 87 A 83 A 84 A 85 A 87 A
86 A 86 A 85 A 85 A 84 A 86 A 86 A
2018
q10_3 - How important are the following factors in your decision to register your contact details when buying a product - Registration will
allow the seller or manufacturer to inform me about potential issues with the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_3 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 33
Consumersrsquo agreement with the statement that knowing that their data will not be
used for marketing purposes is an important factor in their decision to register a
product is associated most closely with their gender online buying behaviour and
education level
Consumersrsquo agreement with the statement that having trust in the brand or the seller
is an important factor in their decision to register a product is associated most closely
with their financial situation
83 87 85 AB 86 B 83 A 84 AB 81 A 86 B 84 AB
88 B 83 A 84 A 86 AB 83 AB 85 A 85 A 85 A
85 A 84 A 86 A 84 A 84 A 86 A 81 A 83 A
85 A 86 A 81 83 A 85 AB 83 A 86 B
2018
q10_4 - How important are the following factors in your decision to register your contact details when buying a product - I know my data
such as email address will not be used for marketing purposes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_4 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
80 A 81 A 81 A 82 A 80 A 79 A 82 A 81 A 80 A
81 AB 79 A 81 B 82 B 76 AB 80 A 81 A 80 A
80 A 82 A 81 A 80 A 77 A 81 A 77 A 82 A
81 A 81 A 78 A 81 A 79 A 80 A 81 A
2018
q10_5 - How important are the following factors in your decision to register your contact details when buying a product - I trust the brand or
seller
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_5 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 34
Consumersrsquo agreement with the statement that the product being expensive is an
important factor in their decision to register a product is associated most closely with
how many young children they have their financial situation and education level
73 Exposure to product recalls
Consumersrsquo exposure to product recall notices is associated most closely with their
online buying behaviour education level and occupation
69 A 70 A 71 A 68 A 69 A 69 A 70 AB 67 A 71 B
75 B 71 AB 68 A 69 A 66 AB 69 A 70 A 70 A
69 AB 70 AB 67 A 71 B 64 A 71 AB 70 AB 71 AB
69 A 70 A 69 A 69 A 71 AB 73 B 68 A
2018
q10_6 - How important are the following factors in your decision to register your contact details when buying a product - The product is
expensive
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_6 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
590 547 535 A 610 B 602 B 506 A 449 562 599
510 A 542 A 586 B 601 B 486 A 575 A 575 A 554 A
593 DE 602 DE 618 E 512 B 481 AB 520 ABC 446 A 564 CD
642 585 470 553 A 534 A 553 A 589
Retired
Online buying behaviour Children
q6 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q6 - Apart from the Ikea furniture and Samsung phone examples in the past 2 years have you seen or heard any other information notices
ads or announcements concerning the recall of a specific product - Yes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 35
Consumersrsquo exposure to product recalls for products they had purchased themselves is
associated most closely with their online buying behaviour gender and education
level
Consumersrsquo likelihood to have seen or heard information about product recalls in the
last 2 years is associated most closely with their gender age and education level
144 107 116 AB 142 C 135 BC 88 A 79 131 A 126 A
108 AB 121 ABC 122 B 147 C 84 A 133 B 128 AB 112 A
139 B 135 AB 135 B 96 A 95 AB 107 AB 92 A 129 AB
146 A 133 A 81 111 A 132 AB 123 AB 135 B
Retired
Online buying behaviour Children
q11 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q11 - In the last 2 years have you seen or received any notice or request to return a product you had purchased yourself - Yes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
846 741 727 822 A 819 A 802 A 743 800 A 796 A
730 A 776 AB 802 BC 824 C 753 ABC 819 B 778 A 792 AB
786 AB 788 AB 820 B 779 A 747 A 782 AB 788 AB 784 AB
811 B 781 A 796 AB 791 AB 750 A 778 AB 810 B
Retired
Online buying behaviour Childrenq7a_1 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7a_1 - In the last 2 years for which of the following product categories did you see or hear information about product recalls - Cars or other
motor vehicles
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 36
Consumersrsquo preference of receiving information about recalls of products they have
purchased via traditional press or media is associated most closely with their financial
status gender and age
Consumersrsquo preference of receiving information about recalls of products they have
purchased via online media is associated most closely with their age online buying
behaviour and with how many young children they have
809 842 787 839 A 838 A 842 A 786 A 839 820 A
798 A 841 B 840 B 780 A 755 A 831 A 822 A 823 A
814 ABC 808 ABC 843 D 815 BC 764 A 846 CD 772 AB 842 CD
801 831 A 842 A 828 A 816 A 816 A 828 A
Retired
Online buying behaviour Children
q18_1 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q18_1 - How would you prefer to receive information about recalls of products you have purchased - Traditional press or media
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
630 A 624 A 728 645 600 508 622 AB 640 B 615 A
597 A 635 A 632 A 615 A 602 A 623 A 635 A 620 A
629 ABC 656 C 646 C 643 BC 649 ABC 595 AB 643 ABC 587 A
686 654 532 627 A 672 B 642 AB 616 A
Retired
Online buying behaviour Children
q18_2 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q18_2 - How would you prefer to receive information about recalls of products you have purchased - Online media
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 37
Consumersrsquo preference to receive information about recalls of products they have
purchased directly is associated most closely with their online buying behaviour
gender and occupation
74 Consumer responses to product recalls
Consumersrsquo likelihood to check if a recall notice concerned a product they owned is
associated most closely with their online buying behaviour financial situation and
occupation
850 832 854 A 849 A 837 A 815 A 841 A 839 A 842 A
844 A 844 A 839 A 843 A 783 A 844 A 844 A 833 A
838 AB 871 B 846 AB 822 A 832 AB 838 AB 805 A 841 AB
877 835 A 813 A 835 A 809 A 843 A 848 A
Retired
Online buying behaviour Children
q18_6 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q18_6 - How would you prefer to receive information about recalls of products you have purchased - Directly
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
778 A 771 A 781 A 779 A 760 A 772 A 735 A 785 A 771 A
706 A 763 AB 792 C 771 BC 695 AB 780 A 772 A 771 A
768 AB 803 BC 817 C 723 A 717 A 760 ABC 774 ABC 742 A
812 765 A 735 A 760 A 782 A 798 A 776 A
2018
q7crow1_1 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You checked to see if it concerned a product you owned
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow1_1 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 38
Consumersrsquo likelihood to take no action even though they owned a recalled product is
associated most closely with their education level gender and financial status
Consumersrsquo likelihood to follow the instructions of the recall notice to send back the
product or contact the manufacturer or the seller is associated most closely with the
degree of urbanisation and their occupation
166 117 219 B 136 AB 122 AB 104 A 283 119 A 140 A
154 AB 163 B 138 B 130 B 56 A 136 A 142 A 145 A
136 ABC 131 ABC 111 AB 157 ABC 134 ABC 235 C 75 A 185 BC
136 A 141 A 152 A 132 A 113 A 140 A 154 A
2018
q7crow3_3 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You took no action even though you owned the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow3_3 - base EU28
respondents who have seen
or heard about product
recalls (N=2631)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
774 A 742 A 751 A 746 A 773 A 777 A 761 A 759 A 756 A
759 A 774 A 740 A 797 A 650 A 790 B 763 AB 719 A
796 A 835 A 770 A 735 A 651 A 743 A 651 A 703 A
770 A 760 A 730 A 721 A 797 A 742 A 780 A
2018
q7crow4_4 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You owned the product and followed the instructions of the recall notice to send back the product or
contact the manufacturerseller
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow4_4 - base EU28
respondents who have seen
or heard about product
recalls (N=2174)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 39
Consumersrsquo likelihood to tell other people about a product recall is associated most
closely with their financial status gender and age
75 Drivers of consumer actions
Consumersrsquo agreement with the statement that they would have taken action if the
potential danger was more clearly communicated and seemed serious is associated
most closely with how many young children they have and with their occupation
601 631 654 B 597 A 594 A 626 AB 636 AB 646 B 591 A
641 BC 676 C 622 B 524 A 551 AB 605 A 627 A 612 A
593 AB 639 AB 639 B 644 B 561 AB 548 A 604 AB 585 AB
619 AB 601 A 642 B 600 AB 588 AB 589 A 640 B
2018
q7crow5_5 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You told other people about it
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow5_5 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
894 A 906 A 884 A 901 A 904 A 917 A 915 A 912 A 891 A
920 A 902 A 903 A 890 A 862 A 908 A 901 A 892 A
876 A 915 AB 892 A 927 B 894 AB 924 AB 945 B 898 AB
901 A 895 A 912 A 911 AB 928 B 875 A 892 AB
Retired
Online buying behaviour Children q7cx1_1 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_1 - What would have made you take some action - If the potential danger was more clearly communicated and seemed serious
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 40
Consumersrsquo agreement with the statement that they would have taken action if the
specific action to take was more clearly communicated is associated most closely with
their financial status online buying behaviour and occupation
Consumersrsquo agreement with the statement that they would have taken action if the
product was expensive or valuable is associated most closely with their education
level age and financial status
836 A 852 A 832 AB 831 A 851 AB 883 B 849 A 858 A 834 A
866 AB 870 B 845 AB 812 A 761 A 841 A 834 A 857 A
841 AB 869 AB 838 AB 877 B 819 AB 862 AB 833 AB 822 A
842 AB 834 A 872 B 854 A 803 A 824 A 850 A
Retired
Online buying behaviour Children q7cx1_2 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_2 - What would have made you take some action - If the specific action to take was more clearly communicated
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
733 A 744 A 788 B 713 A 736 AB 724 AB 810 A 760 A 715
771 AB 773 B 733 A 701 A 713 AB 748 A 737 A 732 A
726 A 727 A 727 A 745 A 770 A 755 A 778 A 755 A
756 A 724 A 742 A 727 A 731 A 729 A 751 A
Retired
Online buying behaviour Children q7cx1_3 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_3 - What would have made you take some action - If the product was expensivevaluable
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 41
Consumersrsquo agreement with the statement that they would have taken action if they
knew someone who owned the product is associated most closely with their online
buying behaviour gender and occupation
Consumersrsquo agreement with the statement that they would have taken action if they
owned the product themselves is associated most closely with their financial status
their online buying behaviour and occupation
916 936 929 A 923 A 917 A 935 A 905 A 918 A 934 A
932 AB 923 AB 931 AB 910 A 955 B 918 A 931 A 927 A
928 AB 898 A 941 B 943 B 904 AB 882 AB 954 B 910 AB
951 911 A 917 A 915 A 894 A 920 A 938 A
Retired
Online buying behaviour Children q7cx1_4 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_4 - What would have made you take some action - If I knew someone who owned the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
976 A 983 A 983 A 979 A 974 A 980 A 981 A 983 A 977 A
989 BC 976 A 982 AB 973 A 995 C 980 A 979 A 979 A
975 AB 986 B 985 B 960 A 971 AB 981 AB 990 B 981 AB
986 B 973 A 981 AB 981 A 968 A 980 A 980 A
Retired
Online buying behaviour Children q7cx1_5 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10507)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_5 - What would have made you take some action - If I owned the product myself
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 42
Consumersrsquo agreement with the statement that it was clear which specific product was
recalled is associated most closely with their online buying behaviour
Consumersrsquo agreement with the statement that it was clear where the product has
been sold is associated most closely with their financial status and occupation
85 A 85 A 85 A 85 A 85 A 84 A 83 A 85 A 85 A
83 A 84 A 85 A 85 A 83 A 84 A 85 A 85 A
84 A 85 A 85 A 85 A 85 A 84 A 84 A 85 A
86 A 85 A 83 84 A 84 A 85 A 86 A
Retired
Online buying behaviour Childrenq7d_1 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_1 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear which specific product was recalled
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
74 A 75 A 76 A 75 A 74 A 73 A 73 A 76 A 74 A
73 A 73 A 75 AB 77 B 72 AB 75 A 75 A 74 A
74 A 73 A 75 AB 77 B 73 AB 72 A 74 AB 76 AB
74 A 75 A 75 A 74 A 74 A 75 A 75 A
Retired
Online buying behaviour Childrenq7d_2 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_2 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear where the product had been sold
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 43
Consumersrsquo agreement with the statement that it was clear what specific danger was
posed by the product is associated most closely with their age occupation and online
buying behaviour
Consumersrsquo agreement with the statement that it was clear who to contact for more
information is associated most closely with their online buying behaviour financial
status and with how many young children they have
79 A 80 A 79 AB 78 A 79 A 83 B 78 A 80 A 79 A
77 A 78 A 80 A 80 A 78 A 79 A 79 A 80 A
80 BC 77 A 80 BC 81 BC 78 ABC 80 ABC 83 C 78 AB
79 AB 80 B 78 A 78 A 79 A 80 A 80 A
Retired
Online buying behaviour Childrenq7d_3 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_3 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what specific danger was posed by the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
71 A 70 A 70 A 71 A 70 A 72 A 70 A 71 A 71 A
70 AB 69 A 71 AB 73 B 70 AB 71 A 71 A 71 A
71 AB 70 AB 70 A 73 B 68 AB 72 AB 72 AB 71 AB
72 B 71 AB 69 A 69 A 71 AB 73 B 72 B
Retired
Online buying behaviour Childrenq7d_4 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_4 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear who to contact for more information
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 44
Consumersrsquo agreement with the statement that it was clear what procedure to follow
to return replace or dispose of the product is associated most closely with their online
buying behaviour financial status and education level
Consumersrsquo agreement with the statement that it was clear what procedure to follow
to receive a reimbursement or compensation is associated most closely with their age
online buying behaviour and with how many young children they have
71 A 71 A 69 A 72 B 71 AB 72 AB 71 AB 73 B 70 A
68 A 70 A 71 A 74 B 70 AB 72 A 71 A 71 A
70 A 71 A 71 A 72 A 68 A 74 A 70 A 72 A
73 71 A 69 A 69 A 72 AB 71 AB 72 B
Retired
Online buying behaviour Childrenq7d_5 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_5 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what procedure to follow to return replace or dispose of the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
63 A 64 A 61 A 64 BC 62 AB 67 C 64 AB 65 B 62 A
62 AB 63 AB 64 AB 65 B 56 A 64 AB 64 B 62 A
62 A 62 A 63 A 67 B 63 AB 65 AB 69 B 64 AB
65 A 64 A 61 61 66 A 64 A 65 A
Retired
Online buying behaviour Childrenq7d_6 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_6 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what procedure to follow to receive a reimbursement or compensation
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 45
Consumersrsquo agreement with the statement that the communication was easy to access
and visible is associated most closely with their financial status gender and with how
many young children they have
Consumersrsquo agreement with the statement that minimum effort required on their part
is an important factor in their decision to register when buying a product is associated
most closely with their education level occupation and financial status
73 75 73 A 74 A 76 A 74 A 75 A 75 A 73 A
73 AB 72 A 75 B 77 66 A 74 A 75 A 74 A
74 A 73 A 75 A 75 A 74 A 72 A 73 A 73 A
75 A 74 A 73 A 73 A 75 AB 74 AB 75 B
Retired
Online buying behaviour Childrenq7d_7 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_7 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - The communication was easy to access and visible
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
75 A 77 A 78 B 76 AB 74 AB 73 A 81 75 A 75 A
79 BC 75 ABC 75 AB 78 C 68 A 76 A 75 A 76 A
73 B 75 BC 77 BC 76 BC 65 A 76 BC 71 ABC 78 C
77 A 75 A 74 A 75 A 75 A 74 A 77 A
Retired
Online buying behaviour Children q10_1 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q10_1 - How important are the following factors in your decision to register your contact details when buying a product - There is minimum
effort required on my part
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 46
Consumersrsquo agreement with the statement that receiving an incentive such as a
voucher discount or gift is an important factor in their decision to register when
buying a product is associated most closely with their financial status education level
and age
55 A 57 A 61 56 A 53 A 51 A 63 54 A 57 A
65 B 59 B 55 A 53 A 47 A 56 A 57 A 56 A
54 A 56 A 53 A 61 B 56 AB 58 AB 59 AB 58 AB
55 A 57 A 57 A 56 A 60 A 55 A 56 A
2018
q10_2 - How important are the following factors in your decision to register your contact details when buying a product - I receive an
incentive such as a voucher discount or gift
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_2 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 22
5 Consumer responses to product recalls
51 Responses to general product recall information
Note the last column of this table is based on a derived proportion of those respondents who owned the product but 1) did not follow the instrution of the notice and 2) did not say that they took no action in response to it
52 Responses to product recalls for products owned
Note Due to the low overall sample available is it not possible to draw statistically robust comparisons for specific countries Therefore no country results are displayed for question q12c
You checked
to see if it
concerned a
product you
owned
You took no
action
because you
did not own
the product
Told other
people about
it
Owned the product
and followed the
instructions of the
recall notice
Took no
action even
though you
owned the
product
Took some action but
did not follow the
instructions of the
recall notice1
EU28 774 790 616 649 143 208
EU27_2019 765 802 625 634 161 205
North 659 801 447 467 198 335
South 827 802 731 748 130 123
East 684 783 665 424 157 419
West 790 786 577 694 139 168
The figure is significantly different (plt005) compared to the EU28 result
q7c1 - base respondents who have seen or heard about product recalls N=14093
q7c1 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the communication about the product recall
q12c - Thinking about this product recall what actions did you take in response
You contacted
the
manufacturer
seller for more
information
You contacted
the
manufacturer
seller for
reimbursement
You returned
the product
You threw
the product
away
You
continued
using the
product with
extra caution
You told
others about
the product
recall
You took no
action
EU28 557 413 463 73 312 490 39
EU27_2019 547 434 448 81 280 483 41
North 394 394 471 50 141 273 118
South 561 360 404 118 277 530 25
East 490 446 476 118 276 427 72
West 574 433 488 48 342 493 37
q12c - base respondents who have seen or received notices about recalled products that they have
purchased N=2393
The figure is significantly different (plt005) compared to the EU28 result
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 23
53 Drivers of consumer actions ndash hypothetical scenario
If the
potential
danger was
clearly
communicated
and it seemed
serious
If the specific
action to take
was clearly
communicate
d
If the product
was
expensiveva
luable
If there was
a financial
incentive
If I had
already
experienced
the issue that
was identified
in the
product recall
Other
EU28 955 935 799 648 919 440
EU27_2019 952 931 791 650 915 434
North 967 922 865 725 946 426
South 950 944 744 635 906 346
East 950 923 782 658 914 540
West 959 936 827 643 924 452
BE 940 921 837 664 888 540
BG 879 819 732 653 797 556
CZ 954 926 867 814 876 599
DK 970 888 852 726 940 358
DE 974 959 858 654 969 416
EE 974 933 897 760 962 754
IE 959 933 884 666 933 529
EL 962 934 818 660 938 483
ES 974 962 704 600 955 182
FR 917 874 743 638 833 402
HR 870 811 752 645 707 290
IT 924 926 734 635 851 365
CY 967 948 835 730 939 597
LV 924 914 899 859 934 641
LT 936 927 888 737 924 352
LU 950 923 884 712 959 552
HU 961 924 871 697 957 624
MT 949 928 849 769 906 481
NL 974 952 847 615 952 664
AT 971 957 865 663 973 382
PL 961 924 867 679 963 562
PT 984 972 893 747 973 804
RO 955 969 519 471 886 471
SI 987 982 945 887 987 545
SK 976 953 830 737 950 541
FI 975 946 875 653 967 541
SE 977 926 849 730 943 338
UK 979 962 853 634 948 485
IS 972 939 797 626 940 344
NO 961 931 877 780 948 429
q8a1 - base all respondents N=25541
The figure is significantly different (plt005) compared to the EU28 result
q8a1 - If you heard [about two real-life examples of product recalls] and you owned one of [the recalled products] what would have made you take any actions
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 24
If the potential
danger was
clearly
communicated
and it seemed
serious
If the specific
action to take
was clearly
communicated
If the product
was
expensiveva
luable
If there was
a financial
incentive
If the person I
knew had already
experienced the
issue that was
identified in the
product recall
Other
EU28 948 920 751 618 903 427
EU27_2019 943 916 745 622 898 422
North 948 887 780 636 887 405
South 947 927 708 609 898 327
East 946 921 760 638 914 552
West 949 920 767 613 902 433
BE 917 887 762 602 887 527
BG 869 820 737 637 805 555
CZ 953 917 836 794 919 600
DK 938 857 734 606 871 342
DE 958 937 802 636 945 395
EE 958 946 874 635 934 753
IE 962 939 802 609 929 516
EL 950 917 777 636 906 486
ES 980 946 656 570 959 144
FR 914 880 687 625 814 392
HR 866 843 712 644 722 294
IT 917 911 709 610 851 357
CY 854 808 692 577 808 491
LV 915 883 855 819 895 637
LT 934 889 826 712 870 349
LU 880 855 823 656 941 514
HU 954 916 819 679 912 634
MT 887 858 783 682 849 441
NL 945 898 758 553 876 637
AT 950 941 808 630 938 359
PL 956 925 847 661 960 576
PT 979 954 864 744 909 784
RO 956 962 506 454 889 498
SI 978 974 942 894 977 543
SK 968 940 806 663 938 530
FI 961 927 812 531 902 509
SE 955 874 748 655 886 308
UK 977 945 793 588 936 457
IS 964 900 726 518 912 335
NO 950 910 824 720 916 411
q8a2 - base all respondents N=25541
The figure is significantly different (plt005) compared to the EU28 result
q8a2 - If you heard [about two real-life examples of product recalls] and you knew someone who owned one of [the recalled products] what would have made you take any actions
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 25
54 Drivers of consumer actions ndash real scenario
q7cx1 - What would have made you take some action
If the potential
danger was
more clearly
communicated
and seemed
serious
If the specific
action to take
was more
clearly
communicated
If the product
was expensive
valuable
If I knew
someone who
owned the
product
If I owned the
product myself
EU28 900 843 739 926 979
EU27_2019 895 843 735 918 978
North 901 780 770 913 968
South 933 881 731 907 990
East 945 903 778 947 971
West 875 820 727 928 979
BE 921 837 753 916 975
BG 958 874 808 875 879
CZ 975 947 880 947 971
DK 934 873 759 944 978
DE 826 785 714 952 989
EE 961 887 885 955 992
IE 924 844 779 944 987
EL 984 950 860 944 990
ES 951 867 675 984 1000
FR 882 860 701 844 946
HR 892 837 847 820 890
IT 911 864 715 861 987
CY 973 963 891 950 988
LV 921 894 888 913 963
LT 918 868 852 856 969
LU 830 856 839 934 975
HU 932 924 791 951 984
MT 944 884 822 895 972
NL 888 778 746 924 979
AT 846 779 701 933 988
PL 963 911 849 972 983
PT 989 975 890 986 986
RO 896 850 500 926 972
SI 994 981 968 992 1000
SK 964 917 820 974 981
FI 877 701 764 884 964
SE 885 735 732 921 963
UK 929 847 760 969 989
IS 974 913 767 940 990
NO 865 813 857 941 978
The figure is significantly different (plt005) compared to the EU28 resultq7cx1 - base respondents who have seen or heard about product recalls but took no
action N=11741
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 26
6 The impact of product recalls
61 Responses from manufacturerssellers
Note Due to the low overall sample available is it not possible to draw statistically robust comparisons for specific countries Therefore no country results are displayed for questions q13 and q15
62 Consumer satisfaction with the recall experience
q13 - How did the manufacturerseller respond to your contact about
the recall
They offered
to repair the
product
They offered
to replace
the product
They asked
me to throw
the product
away
They asked
me to return
the product
They offered
to reimburse
me
They offered
no
compensation
EU28 689 585 46 513 343 247
EU27_2019 655 616 53 503 380 223
North 607 587 79 544 361 294
South 618 609 71 413 283 262
East 594 746 122 720 398 296
West 734 556 25 531 362 232
q13 - base respondents who have seen or received notices about recalled products that they have
purchased and made contact right away N=1248
The figure is significantly different (plt005) compared to the EU28 result
q15 - How satisfied or dissatisfied are you with
the following aspects of the product recall
process
The time it
required
The ease of
the process
The
compensatio
nreimburse
ment if any
The assistance
received from the
manufacturer
seller in resolving
any issues if any
EU28 71 76 70 78
EU27_2019 72 77 74 79
North 68 74 69 77
South 75 78 73 80
East 69 73 75 76
West 69 76 69 78
The figure is significantly different (plt005) compared to the EU28 result
q15 - base respondents who have seen or received notices about recalled
products that they have purchased N=2393
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 27
63 Satisfaction with product recall information
It was clear
which specific
product was
recalled
It was clear
where the
product had
been sold
It was clear
what specific
danger was
posed by the
product
It was clear
who to contact
for more
information
It was clear what
procedure to
follow to return
replace or
dispose of the
product
It was clear what
procedure to follow
to receive a
reimbursement or
compensation
The
communication
was easy to
access and
visible
EU28 85 75 79 71 71 63 74
EU27_2019 84 76 79 70 71 63 74
North 86 73 81 69 68 60 72
South 85 75 80 71 69 62 74
East 86 78 82 69 73 65 72
West 85 74 78 72 72 64 75
BE 85 76 75 68 68 58 73
BG 83 75 80 64 60 55 78
CZ 84 78 85 72 76 66 75
DK 85 72 79 67 68 57 67
DE 84 73 77 69 70 62 76
EE 90 75 82 68 62 51 78
IE 87 76 80 75 77 69 75
EL 85 68 77 62 65 51 71
ES 82 76 80 66 62 54 69
FR 82 78 77 75 74 70 74
HR 81 79 79 74 75 74 76
IT 86 77 81 74 73 67 77
CY 84 79 73 62 58 54 72
LV 85 71 80 58 58 48 72
LT 81 73 77 62 60 50 73
LU 74 70 69 65 65 62 75
HU 90 82 86 76 76 72 79
MT 85 71 78 64 64 58 70
NL 86 79 79 72 72 65 75
AT 80 70 76 67 65 57 75
PL 83 75 78 62 70 59 62
PT 85 64 77 67 65 55 75
RO 90 80 84 75 74 68 80
SI 92 84 83 81 80 72 83
SK 93 79 88 70 74 65 79
FI 88 77 85 77 80 73 74
SE 87 70 80 67 63 56 72
UK 87 71 81 73 74 64 74
IS 91 76 83 72 65 60 69
NO 87 69 81 69 68 63 73
q7d - base respondents who have seen or heard about product recalls N=14093The figure is significantly different (plt005) compared to the EU28 result
q7d - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you remember seing or hearing in the past 2 years
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 28
64 Satisfaction with product recall information
Note Due to the low overall sample available is it not possible to draw statistically robust comparisons for specific countries Therefore no country results are displayed for question q16
q16 - Thinking about this product recall experience
which of the following statements apply to you
It increased
my confidence
in the
brandsellersh
op
I became more
distrustful of
the
brandsellersh
op
I started
paying more
attention to
information
about
product
recalls
EU28 544 301 635
EU27_2019 544 295 665
North 644 211 533
South 491 331 777
East 588 353 721
West 556 285 565
The figure is significantly different (plt005) compared to the EU28 result
q16 - base respondents who have seen or received notices about recalled
products that they have purchased N=2393
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 29
7 Vulnerable consumers
71 Awareness of rights and responsibilities
Consumersrsquo awareness of manufacturers being legally required to recall dangerous
products is associated most closely with their financial situation followed by
occupation and education
Consumersrsquo agreement with the statement that it is the responsibility of the
manufacturer to recall the product as soon as they know about the risks it poses is
associated most closely with their education level their age and with how many young
children they have
759 A 754 A 734 A 762 A 765 A 766 A 715 766 A 756 A
758 A 757 A 753 A 777 A 668 767 B 761 AB 740 A
781 BC 789 C 787 C 722 A 728 AB 702 A 707 A 740 AB
780 751 A 742 A 742 A 770 A 757 A 765 A
Retired
Online buying behaviour Children
q5_1 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q5_1 - Do you know if manufacturers are legally required to recall products that are dangerous to consumers - Yes I think they are
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
979 A 982 A 983 AB 984 B 972 A 978 AB 985 A 987 A 972
980 A 980 A 982 A 980 A 963 A 979 A 978 A 985 A
985 A 980 A 985 A 975 A 975 A 968 A 966 A 981 A
983 A 979 A 981 A 976 A 973 AB 983 AB 984 B
Retired
Online buying behaviour Children
q8b_1 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_1 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - It is the responsibility of the manufacturer to recall the product as soon as they know about the risks it poses
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 30
Consumersrsquo agreement with the statement that it is the responsibility of the seller to
inform consumers who purchased the product about the risk it poses is associated
most closely with their online buying behaviour their education level and their
occupation
Consumersrsquo agreement with the statement that consumers who learn about a recall
notice about a product they have purchased should act immediately is associated most
closely with their education level gender and financial status
884 A 883 A 891 A 885 A 882 A 866 A 909 A 898 A 867
870 AB 896 B 890 B 852 A 871 AB 881 A 884 A 885 A
876 ABC 894 BC 866 A 890 BC 845 AB 913 C 893 ABC 904 C
877 A 871 A 913 881 A 866 A 878 A 890 A
Retired
Online buying behaviour Children
q8b_2 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_2 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - It is the responsibility of the seller to inform consumers who purchased the product about the risks it poses
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
914 933 918 A 917 A 930 A 939 A 946 A 936 A 909
949 C 932 BC 926 B 895 A 918 ABC 919 A 929 A 920 A
923 A 917 A 920 A 926 A 927 A 919 A 946 A 926 A
926 A 918 A 929 A 908 A 914 AB 925 AB 937 B
Retired
Online buying behaviour Children
q8b_3 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_3 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - Consumers who learn about a recall notice about a product they have purchased should take action immediately
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 31
Consumersrsquo agreement with the statement that it is important for them to pay
attention to product recalls is associated most closely with their gender how many
young children they have and their age
72 Product registration
Consumersrsquo awareness that by registering a product they can be contacted directly in
case there is a problem with this product is associated most closely with their gender
their online buying behaviour and their education level
931 948 928 A 940 AB 939 A 958 B 943 AB 948 B 931 A
931 AB 938 AB 947 B 929 A 890 AB 941 A 941 A 936 A
932 A 943 A 946 A 942 A 932 A 938 A 927 A 931 A
939 A 935 A 948 A 926 A 934 A 930 A 956
Retired
Online buying behaviour Children
q8b_4 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_4 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - It is important for consumers to pay attention to product recalls
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
458 340 377 AB 418 C 413 BC 371 A 342 400 A 405 A
387 AB 389 A 390 A 434 B 413 AB 403 A 405 A 383 A
440 C 438 C 409 BC 381 AB 335 A 352 A 347 AB 385 AB
457 408 317 381 A 428 B 381 AB 410 AB
Retired
Online buying behaviour Children
q9a - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q9a - Did you know that by registering a product you can be contacted directly in case there is a problem with that product - Yes I did
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 32
Registering a product in order to be contacted in case of problems with a product is
associated most closely with consumersrsquo online buying behaviour their financial status
and their age
Consumersrsquo agreement with the statement that allowing the seller or manufacturer to
inform them about potential issues with the product is an important factor in their
decision to register a product is associated most closely with their financial status
710 A 716 A 721 AB 684 A 713 AB 774 B 746 A 705 A 714 A
815 B 709 A 701 A 709 A 768 AB 710 A 704 A 725 A
722 AB 729 AB 687 A 747 B 736 AB 697 AB 681 AB 721 AB
679 A 711 A 780 710 A 697 A 709 A 719 A
Retired
Online buying behaviour Children q9b - base EU28
respondents that know you
can be contacted in case
there is a problem with a
product after you registered
the product (N=8665)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q9b - And do you usually register the product so you can be contacted in case of problems with that product - Yes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
85 A 86 A 85 A 86 A 86 A 84 A 85 A 86 A 85 A
86 AB 84 A 86 AB 86 B 84 AB 85 A 86 A 86 A
85 A 86 A 85 A 87 A 83 A 84 A 85 A 87 A
86 A 86 A 85 A 85 A 84 A 86 A 86 A
2018
q10_3 - How important are the following factors in your decision to register your contact details when buying a product - Registration will
allow the seller or manufacturer to inform me about potential issues with the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_3 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 33
Consumersrsquo agreement with the statement that knowing that their data will not be
used for marketing purposes is an important factor in their decision to register a
product is associated most closely with their gender online buying behaviour and
education level
Consumersrsquo agreement with the statement that having trust in the brand or the seller
is an important factor in their decision to register a product is associated most closely
with their financial situation
83 87 85 AB 86 B 83 A 84 AB 81 A 86 B 84 AB
88 B 83 A 84 A 86 AB 83 AB 85 A 85 A 85 A
85 A 84 A 86 A 84 A 84 A 86 A 81 A 83 A
85 A 86 A 81 83 A 85 AB 83 A 86 B
2018
q10_4 - How important are the following factors in your decision to register your contact details when buying a product - I know my data
such as email address will not be used for marketing purposes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_4 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
80 A 81 A 81 A 82 A 80 A 79 A 82 A 81 A 80 A
81 AB 79 A 81 B 82 B 76 AB 80 A 81 A 80 A
80 A 82 A 81 A 80 A 77 A 81 A 77 A 82 A
81 A 81 A 78 A 81 A 79 A 80 A 81 A
2018
q10_5 - How important are the following factors in your decision to register your contact details when buying a product - I trust the brand or
seller
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_5 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 34
Consumersrsquo agreement with the statement that the product being expensive is an
important factor in their decision to register a product is associated most closely with
how many young children they have their financial situation and education level
73 Exposure to product recalls
Consumersrsquo exposure to product recall notices is associated most closely with their
online buying behaviour education level and occupation
69 A 70 A 71 A 68 A 69 A 69 A 70 AB 67 A 71 B
75 B 71 AB 68 A 69 A 66 AB 69 A 70 A 70 A
69 AB 70 AB 67 A 71 B 64 A 71 AB 70 AB 71 AB
69 A 70 A 69 A 69 A 71 AB 73 B 68 A
2018
q10_6 - How important are the following factors in your decision to register your contact details when buying a product - The product is
expensive
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_6 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
590 547 535 A 610 B 602 B 506 A 449 562 599
510 A 542 A 586 B 601 B 486 A 575 A 575 A 554 A
593 DE 602 DE 618 E 512 B 481 AB 520 ABC 446 A 564 CD
642 585 470 553 A 534 A 553 A 589
Retired
Online buying behaviour Children
q6 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q6 - Apart from the Ikea furniture and Samsung phone examples in the past 2 years have you seen or heard any other information notices
ads or announcements concerning the recall of a specific product - Yes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 35
Consumersrsquo exposure to product recalls for products they had purchased themselves is
associated most closely with their online buying behaviour gender and education
level
Consumersrsquo likelihood to have seen or heard information about product recalls in the
last 2 years is associated most closely with their gender age and education level
144 107 116 AB 142 C 135 BC 88 A 79 131 A 126 A
108 AB 121 ABC 122 B 147 C 84 A 133 B 128 AB 112 A
139 B 135 AB 135 B 96 A 95 AB 107 AB 92 A 129 AB
146 A 133 A 81 111 A 132 AB 123 AB 135 B
Retired
Online buying behaviour Children
q11 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q11 - In the last 2 years have you seen or received any notice or request to return a product you had purchased yourself - Yes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
846 741 727 822 A 819 A 802 A 743 800 A 796 A
730 A 776 AB 802 BC 824 C 753 ABC 819 B 778 A 792 AB
786 AB 788 AB 820 B 779 A 747 A 782 AB 788 AB 784 AB
811 B 781 A 796 AB 791 AB 750 A 778 AB 810 B
Retired
Online buying behaviour Childrenq7a_1 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7a_1 - In the last 2 years for which of the following product categories did you see or hear information about product recalls - Cars or other
motor vehicles
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 36
Consumersrsquo preference of receiving information about recalls of products they have
purchased via traditional press or media is associated most closely with their financial
status gender and age
Consumersrsquo preference of receiving information about recalls of products they have
purchased via online media is associated most closely with their age online buying
behaviour and with how many young children they have
809 842 787 839 A 838 A 842 A 786 A 839 820 A
798 A 841 B 840 B 780 A 755 A 831 A 822 A 823 A
814 ABC 808 ABC 843 D 815 BC 764 A 846 CD 772 AB 842 CD
801 831 A 842 A 828 A 816 A 816 A 828 A
Retired
Online buying behaviour Children
q18_1 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q18_1 - How would you prefer to receive information about recalls of products you have purchased - Traditional press or media
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
630 A 624 A 728 645 600 508 622 AB 640 B 615 A
597 A 635 A 632 A 615 A 602 A 623 A 635 A 620 A
629 ABC 656 C 646 C 643 BC 649 ABC 595 AB 643 ABC 587 A
686 654 532 627 A 672 B 642 AB 616 A
Retired
Online buying behaviour Children
q18_2 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q18_2 - How would you prefer to receive information about recalls of products you have purchased - Online media
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 37
Consumersrsquo preference to receive information about recalls of products they have
purchased directly is associated most closely with their online buying behaviour
gender and occupation
74 Consumer responses to product recalls
Consumersrsquo likelihood to check if a recall notice concerned a product they owned is
associated most closely with their online buying behaviour financial situation and
occupation
850 832 854 A 849 A 837 A 815 A 841 A 839 A 842 A
844 A 844 A 839 A 843 A 783 A 844 A 844 A 833 A
838 AB 871 B 846 AB 822 A 832 AB 838 AB 805 A 841 AB
877 835 A 813 A 835 A 809 A 843 A 848 A
Retired
Online buying behaviour Children
q18_6 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q18_6 - How would you prefer to receive information about recalls of products you have purchased - Directly
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
778 A 771 A 781 A 779 A 760 A 772 A 735 A 785 A 771 A
706 A 763 AB 792 C 771 BC 695 AB 780 A 772 A 771 A
768 AB 803 BC 817 C 723 A 717 A 760 ABC 774 ABC 742 A
812 765 A 735 A 760 A 782 A 798 A 776 A
2018
q7crow1_1 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You checked to see if it concerned a product you owned
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow1_1 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 38
Consumersrsquo likelihood to take no action even though they owned a recalled product is
associated most closely with their education level gender and financial status
Consumersrsquo likelihood to follow the instructions of the recall notice to send back the
product or contact the manufacturer or the seller is associated most closely with the
degree of urbanisation and their occupation
166 117 219 B 136 AB 122 AB 104 A 283 119 A 140 A
154 AB 163 B 138 B 130 B 56 A 136 A 142 A 145 A
136 ABC 131 ABC 111 AB 157 ABC 134 ABC 235 C 75 A 185 BC
136 A 141 A 152 A 132 A 113 A 140 A 154 A
2018
q7crow3_3 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You took no action even though you owned the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow3_3 - base EU28
respondents who have seen
or heard about product
recalls (N=2631)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
774 A 742 A 751 A 746 A 773 A 777 A 761 A 759 A 756 A
759 A 774 A 740 A 797 A 650 A 790 B 763 AB 719 A
796 A 835 A 770 A 735 A 651 A 743 A 651 A 703 A
770 A 760 A 730 A 721 A 797 A 742 A 780 A
2018
q7crow4_4 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You owned the product and followed the instructions of the recall notice to send back the product or
contact the manufacturerseller
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow4_4 - base EU28
respondents who have seen
or heard about product
recalls (N=2174)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 39
Consumersrsquo likelihood to tell other people about a product recall is associated most
closely with their financial status gender and age
75 Drivers of consumer actions
Consumersrsquo agreement with the statement that they would have taken action if the
potential danger was more clearly communicated and seemed serious is associated
most closely with how many young children they have and with their occupation
601 631 654 B 597 A 594 A 626 AB 636 AB 646 B 591 A
641 BC 676 C 622 B 524 A 551 AB 605 A 627 A 612 A
593 AB 639 AB 639 B 644 B 561 AB 548 A 604 AB 585 AB
619 AB 601 A 642 B 600 AB 588 AB 589 A 640 B
2018
q7crow5_5 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You told other people about it
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow5_5 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
894 A 906 A 884 A 901 A 904 A 917 A 915 A 912 A 891 A
920 A 902 A 903 A 890 A 862 A 908 A 901 A 892 A
876 A 915 AB 892 A 927 B 894 AB 924 AB 945 B 898 AB
901 A 895 A 912 A 911 AB 928 B 875 A 892 AB
Retired
Online buying behaviour Children q7cx1_1 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_1 - What would have made you take some action - If the potential danger was more clearly communicated and seemed serious
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 40
Consumersrsquo agreement with the statement that they would have taken action if the
specific action to take was more clearly communicated is associated most closely with
their financial status online buying behaviour and occupation
Consumersrsquo agreement with the statement that they would have taken action if the
product was expensive or valuable is associated most closely with their education
level age and financial status
836 A 852 A 832 AB 831 A 851 AB 883 B 849 A 858 A 834 A
866 AB 870 B 845 AB 812 A 761 A 841 A 834 A 857 A
841 AB 869 AB 838 AB 877 B 819 AB 862 AB 833 AB 822 A
842 AB 834 A 872 B 854 A 803 A 824 A 850 A
Retired
Online buying behaviour Children q7cx1_2 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_2 - What would have made you take some action - If the specific action to take was more clearly communicated
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
733 A 744 A 788 B 713 A 736 AB 724 AB 810 A 760 A 715
771 AB 773 B 733 A 701 A 713 AB 748 A 737 A 732 A
726 A 727 A 727 A 745 A 770 A 755 A 778 A 755 A
756 A 724 A 742 A 727 A 731 A 729 A 751 A
Retired
Online buying behaviour Children q7cx1_3 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_3 - What would have made you take some action - If the product was expensivevaluable
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 41
Consumersrsquo agreement with the statement that they would have taken action if they
knew someone who owned the product is associated most closely with their online
buying behaviour gender and occupation
Consumersrsquo agreement with the statement that they would have taken action if they
owned the product themselves is associated most closely with their financial status
their online buying behaviour and occupation
916 936 929 A 923 A 917 A 935 A 905 A 918 A 934 A
932 AB 923 AB 931 AB 910 A 955 B 918 A 931 A 927 A
928 AB 898 A 941 B 943 B 904 AB 882 AB 954 B 910 AB
951 911 A 917 A 915 A 894 A 920 A 938 A
Retired
Online buying behaviour Children q7cx1_4 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_4 - What would have made you take some action - If I knew someone who owned the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
976 A 983 A 983 A 979 A 974 A 980 A 981 A 983 A 977 A
989 BC 976 A 982 AB 973 A 995 C 980 A 979 A 979 A
975 AB 986 B 985 B 960 A 971 AB 981 AB 990 B 981 AB
986 B 973 A 981 AB 981 A 968 A 980 A 980 A
Retired
Online buying behaviour Children q7cx1_5 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10507)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_5 - What would have made you take some action - If I owned the product myself
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 42
Consumersrsquo agreement with the statement that it was clear which specific product was
recalled is associated most closely with their online buying behaviour
Consumersrsquo agreement with the statement that it was clear where the product has
been sold is associated most closely with their financial status and occupation
85 A 85 A 85 A 85 A 85 A 84 A 83 A 85 A 85 A
83 A 84 A 85 A 85 A 83 A 84 A 85 A 85 A
84 A 85 A 85 A 85 A 85 A 84 A 84 A 85 A
86 A 85 A 83 84 A 84 A 85 A 86 A
Retired
Online buying behaviour Childrenq7d_1 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_1 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear which specific product was recalled
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
74 A 75 A 76 A 75 A 74 A 73 A 73 A 76 A 74 A
73 A 73 A 75 AB 77 B 72 AB 75 A 75 A 74 A
74 A 73 A 75 AB 77 B 73 AB 72 A 74 AB 76 AB
74 A 75 A 75 A 74 A 74 A 75 A 75 A
Retired
Online buying behaviour Childrenq7d_2 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_2 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear where the product had been sold
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 43
Consumersrsquo agreement with the statement that it was clear what specific danger was
posed by the product is associated most closely with their age occupation and online
buying behaviour
Consumersrsquo agreement with the statement that it was clear who to contact for more
information is associated most closely with their online buying behaviour financial
status and with how many young children they have
79 A 80 A 79 AB 78 A 79 A 83 B 78 A 80 A 79 A
77 A 78 A 80 A 80 A 78 A 79 A 79 A 80 A
80 BC 77 A 80 BC 81 BC 78 ABC 80 ABC 83 C 78 AB
79 AB 80 B 78 A 78 A 79 A 80 A 80 A
Retired
Online buying behaviour Childrenq7d_3 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_3 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what specific danger was posed by the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
71 A 70 A 70 A 71 A 70 A 72 A 70 A 71 A 71 A
70 AB 69 A 71 AB 73 B 70 AB 71 A 71 A 71 A
71 AB 70 AB 70 A 73 B 68 AB 72 AB 72 AB 71 AB
72 B 71 AB 69 A 69 A 71 AB 73 B 72 B
Retired
Online buying behaviour Childrenq7d_4 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_4 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear who to contact for more information
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 44
Consumersrsquo agreement with the statement that it was clear what procedure to follow
to return replace or dispose of the product is associated most closely with their online
buying behaviour financial status and education level
Consumersrsquo agreement with the statement that it was clear what procedure to follow
to receive a reimbursement or compensation is associated most closely with their age
online buying behaviour and with how many young children they have
71 A 71 A 69 A 72 B 71 AB 72 AB 71 AB 73 B 70 A
68 A 70 A 71 A 74 B 70 AB 72 A 71 A 71 A
70 A 71 A 71 A 72 A 68 A 74 A 70 A 72 A
73 71 A 69 A 69 A 72 AB 71 AB 72 B
Retired
Online buying behaviour Childrenq7d_5 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_5 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what procedure to follow to return replace or dispose of the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
63 A 64 A 61 A 64 BC 62 AB 67 C 64 AB 65 B 62 A
62 AB 63 AB 64 AB 65 B 56 A 64 AB 64 B 62 A
62 A 62 A 63 A 67 B 63 AB 65 AB 69 B 64 AB
65 A 64 A 61 61 66 A 64 A 65 A
Retired
Online buying behaviour Childrenq7d_6 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_6 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what procedure to follow to receive a reimbursement or compensation
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 45
Consumersrsquo agreement with the statement that the communication was easy to access
and visible is associated most closely with their financial status gender and with how
many young children they have
Consumersrsquo agreement with the statement that minimum effort required on their part
is an important factor in their decision to register when buying a product is associated
most closely with their education level occupation and financial status
73 75 73 A 74 A 76 A 74 A 75 A 75 A 73 A
73 AB 72 A 75 B 77 66 A 74 A 75 A 74 A
74 A 73 A 75 A 75 A 74 A 72 A 73 A 73 A
75 A 74 A 73 A 73 A 75 AB 74 AB 75 B
Retired
Online buying behaviour Childrenq7d_7 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_7 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - The communication was easy to access and visible
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
75 A 77 A 78 B 76 AB 74 AB 73 A 81 75 A 75 A
79 BC 75 ABC 75 AB 78 C 68 A 76 A 75 A 76 A
73 B 75 BC 77 BC 76 BC 65 A 76 BC 71 ABC 78 C
77 A 75 A 74 A 75 A 75 A 74 A 77 A
Retired
Online buying behaviour Children q10_1 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q10_1 - How important are the following factors in your decision to register your contact details when buying a product - There is minimum
effort required on my part
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 46
Consumersrsquo agreement with the statement that receiving an incentive such as a
voucher discount or gift is an important factor in their decision to register when
buying a product is associated most closely with their financial status education level
and age
55 A 57 A 61 56 A 53 A 51 A 63 54 A 57 A
65 B 59 B 55 A 53 A 47 A 56 A 57 A 56 A
54 A 56 A 53 A 61 B 56 AB 58 AB 59 AB 58 AB
55 A 57 A 57 A 56 A 60 A 55 A 56 A
2018
q10_2 - How important are the following factors in your decision to register your contact details when buying a product - I receive an
incentive such as a voucher discount or gift
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_2 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 23
53 Drivers of consumer actions ndash hypothetical scenario
If the
potential
danger was
clearly
communicated
and it seemed
serious
If the specific
action to take
was clearly
communicate
d
If the product
was
expensiveva
luable
If there was
a financial
incentive
If I had
already
experienced
the issue that
was identified
in the
product recall
Other
EU28 955 935 799 648 919 440
EU27_2019 952 931 791 650 915 434
North 967 922 865 725 946 426
South 950 944 744 635 906 346
East 950 923 782 658 914 540
West 959 936 827 643 924 452
BE 940 921 837 664 888 540
BG 879 819 732 653 797 556
CZ 954 926 867 814 876 599
DK 970 888 852 726 940 358
DE 974 959 858 654 969 416
EE 974 933 897 760 962 754
IE 959 933 884 666 933 529
EL 962 934 818 660 938 483
ES 974 962 704 600 955 182
FR 917 874 743 638 833 402
HR 870 811 752 645 707 290
IT 924 926 734 635 851 365
CY 967 948 835 730 939 597
LV 924 914 899 859 934 641
LT 936 927 888 737 924 352
LU 950 923 884 712 959 552
HU 961 924 871 697 957 624
MT 949 928 849 769 906 481
NL 974 952 847 615 952 664
AT 971 957 865 663 973 382
PL 961 924 867 679 963 562
PT 984 972 893 747 973 804
RO 955 969 519 471 886 471
SI 987 982 945 887 987 545
SK 976 953 830 737 950 541
FI 975 946 875 653 967 541
SE 977 926 849 730 943 338
UK 979 962 853 634 948 485
IS 972 939 797 626 940 344
NO 961 931 877 780 948 429
q8a1 - base all respondents N=25541
The figure is significantly different (plt005) compared to the EU28 result
q8a1 - If you heard [about two real-life examples of product recalls] and you owned one of [the recalled products] what would have made you take any actions
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 24
If the potential
danger was
clearly
communicated
and it seemed
serious
If the specific
action to take
was clearly
communicated
If the product
was
expensiveva
luable
If there was
a financial
incentive
If the person I
knew had already
experienced the
issue that was
identified in the
product recall
Other
EU28 948 920 751 618 903 427
EU27_2019 943 916 745 622 898 422
North 948 887 780 636 887 405
South 947 927 708 609 898 327
East 946 921 760 638 914 552
West 949 920 767 613 902 433
BE 917 887 762 602 887 527
BG 869 820 737 637 805 555
CZ 953 917 836 794 919 600
DK 938 857 734 606 871 342
DE 958 937 802 636 945 395
EE 958 946 874 635 934 753
IE 962 939 802 609 929 516
EL 950 917 777 636 906 486
ES 980 946 656 570 959 144
FR 914 880 687 625 814 392
HR 866 843 712 644 722 294
IT 917 911 709 610 851 357
CY 854 808 692 577 808 491
LV 915 883 855 819 895 637
LT 934 889 826 712 870 349
LU 880 855 823 656 941 514
HU 954 916 819 679 912 634
MT 887 858 783 682 849 441
NL 945 898 758 553 876 637
AT 950 941 808 630 938 359
PL 956 925 847 661 960 576
PT 979 954 864 744 909 784
RO 956 962 506 454 889 498
SI 978 974 942 894 977 543
SK 968 940 806 663 938 530
FI 961 927 812 531 902 509
SE 955 874 748 655 886 308
UK 977 945 793 588 936 457
IS 964 900 726 518 912 335
NO 950 910 824 720 916 411
q8a2 - base all respondents N=25541
The figure is significantly different (plt005) compared to the EU28 result
q8a2 - If you heard [about two real-life examples of product recalls] and you knew someone who owned one of [the recalled products] what would have made you take any actions
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 25
54 Drivers of consumer actions ndash real scenario
q7cx1 - What would have made you take some action
If the potential
danger was
more clearly
communicated
and seemed
serious
If the specific
action to take
was more
clearly
communicated
If the product
was expensive
valuable
If I knew
someone who
owned the
product
If I owned the
product myself
EU28 900 843 739 926 979
EU27_2019 895 843 735 918 978
North 901 780 770 913 968
South 933 881 731 907 990
East 945 903 778 947 971
West 875 820 727 928 979
BE 921 837 753 916 975
BG 958 874 808 875 879
CZ 975 947 880 947 971
DK 934 873 759 944 978
DE 826 785 714 952 989
EE 961 887 885 955 992
IE 924 844 779 944 987
EL 984 950 860 944 990
ES 951 867 675 984 1000
FR 882 860 701 844 946
HR 892 837 847 820 890
IT 911 864 715 861 987
CY 973 963 891 950 988
LV 921 894 888 913 963
LT 918 868 852 856 969
LU 830 856 839 934 975
HU 932 924 791 951 984
MT 944 884 822 895 972
NL 888 778 746 924 979
AT 846 779 701 933 988
PL 963 911 849 972 983
PT 989 975 890 986 986
RO 896 850 500 926 972
SI 994 981 968 992 1000
SK 964 917 820 974 981
FI 877 701 764 884 964
SE 885 735 732 921 963
UK 929 847 760 969 989
IS 974 913 767 940 990
NO 865 813 857 941 978
The figure is significantly different (plt005) compared to the EU28 resultq7cx1 - base respondents who have seen or heard about product recalls but took no
action N=11741
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 26
6 The impact of product recalls
61 Responses from manufacturerssellers
Note Due to the low overall sample available is it not possible to draw statistically robust comparisons for specific countries Therefore no country results are displayed for questions q13 and q15
62 Consumer satisfaction with the recall experience
q13 - How did the manufacturerseller respond to your contact about
the recall
They offered
to repair the
product
They offered
to replace
the product
They asked
me to throw
the product
away
They asked
me to return
the product
They offered
to reimburse
me
They offered
no
compensation
EU28 689 585 46 513 343 247
EU27_2019 655 616 53 503 380 223
North 607 587 79 544 361 294
South 618 609 71 413 283 262
East 594 746 122 720 398 296
West 734 556 25 531 362 232
q13 - base respondents who have seen or received notices about recalled products that they have
purchased and made contact right away N=1248
The figure is significantly different (plt005) compared to the EU28 result
q15 - How satisfied or dissatisfied are you with
the following aspects of the product recall
process
The time it
required
The ease of
the process
The
compensatio
nreimburse
ment if any
The assistance
received from the
manufacturer
seller in resolving
any issues if any
EU28 71 76 70 78
EU27_2019 72 77 74 79
North 68 74 69 77
South 75 78 73 80
East 69 73 75 76
West 69 76 69 78
The figure is significantly different (plt005) compared to the EU28 result
q15 - base respondents who have seen or received notices about recalled
products that they have purchased N=2393
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 27
63 Satisfaction with product recall information
It was clear
which specific
product was
recalled
It was clear
where the
product had
been sold
It was clear
what specific
danger was
posed by the
product
It was clear
who to contact
for more
information
It was clear what
procedure to
follow to return
replace or
dispose of the
product
It was clear what
procedure to follow
to receive a
reimbursement or
compensation
The
communication
was easy to
access and
visible
EU28 85 75 79 71 71 63 74
EU27_2019 84 76 79 70 71 63 74
North 86 73 81 69 68 60 72
South 85 75 80 71 69 62 74
East 86 78 82 69 73 65 72
West 85 74 78 72 72 64 75
BE 85 76 75 68 68 58 73
BG 83 75 80 64 60 55 78
CZ 84 78 85 72 76 66 75
DK 85 72 79 67 68 57 67
DE 84 73 77 69 70 62 76
EE 90 75 82 68 62 51 78
IE 87 76 80 75 77 69 75
EL 85 68 77 62 65 51 71
ES 82 76 80 66 62 54 69
FR 82 78 77 75 74 70 74
HR 81 79 79 74 75 74 76
IT 86 77 81 74 73 67 77
CY 84 79 73 62 58 54 72
LV 85 71 80 58 58 48 72
LT 81 73 77 62 60 50 73
LU 74 70 69 65 65 62 75
HU 90 82 86 76 76 72 79
MT 85 71 78 64 64 58 70
NL 86 79 79 72 72 65 75
AT 80 70 76 67 65 57 75
PL 83 75 78 62 70 59 62
PT 85 64 77 67 65 55 75
RO 90 80 84 75 74 68 80
SI 92 84 83 81 80 72 83
SK 93 79 88 70 74 65 79
FI 88 77 85 77 80 73 74
SE 87 70 80 67 63 56 72
UK 87 71 81 73 74 64 74
IS 91 76 83 72 65 60 69
NO 87 69 81 69 68 63 73
q7d - base respondents who have seen or heard about product recalls N=14093The figure is significantly different (plt005) compared to the EU28 result
q7d - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you remember seing or hearing in the past 2 years
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 28
64 Satisfaction with product recall information
Note Due to the low overall sample available is it not possible to draw statistically robust comparisons for specific countries Therefore no country results are displayed for question q16
q16 - Thinking about this product recall experience
which of the following statements apply to you
It increased
my confidence
in the
brandsellersh
op
I became more
distrustful of
the
brandsellersh
op
I started
paying more
attention to
information
about
product
recalls
EU28 544 301 635
EU27_2019 544 295 665
North 644 211 533
South 491 331 777
East 588 353 721
West 556 285 565
The figure is significantly different (plt005) compared to the EU28 result
q16 - base respondents who have seen or received notices about recalled
products that they have purchased N=2393
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 29
7 Vulnerable consumers
71 Awareness of rights and responsibilities
Consumersrsquo awareness of manufacturers being legally required to recall dangerous
products is associated most closely with their financial situation followed by
occupation and education
Consumersrsquo agreement with the statement that it is the responsibility of the
manufacturer to recall the product as soon as they know about the risks it poses is
associated most closely with their education level their age and with how many young
children they have
759 A 754 A 734 A 762 A 765 A 766 A 715 766 A 756 A
758 A 757 A 753 A 777 A 668 767 B 761 AB 740 A
781 BC 789 C 787 C 722 A 728 AB 702 A 707 A 740 AB
780 751 A 742 A 742 A 770 A 757 A 765 A
Retired
Online buying behaviour Children
q5_1 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q5_1 - Do you know if manufacturers are legally required to recall products that are dangerous to consumers - Yes I think they are
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
979 A 982 A 983 AB 984 B 972 A 978 AB 985 A 987 A 972
980 A 980 A 982 A 980 A 963 A 979 A 978 A 985 A
985 A 980 A 985 A 975 A 975 A 968 A 966 A 981 A
983 A 979 A 981 A 976 A 973 AB 983 AB 984 B
Retired
Online buying behaviour Children
q8b_1 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_1 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - It is the responsibility of the manufacturer to recall the product as soon as they know about the risks it poses
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 30
Consumersrsquo agreement with the statement that it is the responsibility of the seller to
inform consumers who purchased the product about the risk it poses is associated
most closely with their online buying behaviour their education level and their
occupation
Consumersrsquo agreement with the statement that consumers who learn about a recall
notice about a product they have purchased should act immediately is associated most
closely with their education level gender and financial status
884 A 883 A 891 A 885 A 882 A 866 A 909 A 898 A 867
870 AB 896 B 890 B 852 A 871 AB 881 A 884 A 885 A
876 ABC 894 BC 866 A 890 BC 845 AB 913 C 893 ABC 904 C
877 A 871 A 913 881 A 866 A 878 A 890 A
Retired
Online buying behaviour Children
q8b_2 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_2 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - It is the responsibility of the seller to inform consumers who purchased the product about the risks it poses
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
914 933 918 A 917 A 930 A 939 A 946 A 936 A 909
949 C 932 BC 926 B 895 A 918 ABC 919 A 929 A 920 A
923 A 917 A 920 A 926 A 927 A 919 A 946 A 926 A
926 A 918 A 929 A 908 A 914 AB 925 AB 937 B
Retired
Online buying behaviour Children
q8b_3 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_3 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - Consumers who learn about a recall notice about a product they have purchased should take action immediately
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 31
Consumersrsquo agreement with the statement that it is important for them to pay
attention to product recalls is associated most closely with their gender how many
young children they have and their age
72 Product registration
Consumersrsquo awareness that by registering a product they can be contacted directly in
case there is a problem with this product is associated most closely with their gender
their online buying behaviour and their education level
931 948 928 A 940 AB 939 A 958 B 943 AB 948 B 931 A
931 AB 938 AB 947 B 929 A 890 AB 941 A 941 A 936 A
932 A 943 A 946 A 942 A 932 A 938 A 927 A 931 A
939 A 935 A 948 A 926 A 934 A 930 A 956
Retired
Online buying behaviour Children
q8b_4 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_4 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - It is important for consumers to pay attention to product recalls
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
458 340 377 AB 418 C 413 BC 371 A 342 400 A 405 A
387 AB 389 A 390 A 434 B 413 AB 403 A 405 A 383 A
440 C 438 C 409 BC 381 AB 335 A 352 A 347 AB 385 AB
457 408 317 381 A 428 B 381 AB 410 AB
Retired
Online buying behaviour Children
q9a - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q9a - Did you know that by registering a product you can be contacted directly in case there is a problem with that product - Yes I did
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 32
Registering a product in order to be contacted in case of problems with a product is
associated most closely with consumersrsquo online buying behaviour their financial status
and their age
Consumersrsquo agreement with the statement that allowing the seller or manufacturer to
inform them about potential issues with the product is an important factor in their
decision to register a product is associated most closely with their financial status
710 A 716 A 721 AB 684 A 713 AB 774 B 746 A 705 A 714 A
815 B 709 A 701 A 709 A 768 AB 710 A 704 A 725 A
722 AB 729 AB 687 A 747 B 736 AB 697 AB 681 AB 721 AB
679 A 711 A 780 710 A 697 A 709 A 719 A
Retired
Online buying behaviour Children q9b - base EU28
respondents that know you
can be contacted in case
there is a problem with a
product after you registered
the product (N=8665)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q9b - And do you usually register the product so you can be contacted in case of problems with that product - Yes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
85 A 86 A 85 A 86 A 86 A 84 A 85 A 86 A 85 A
86 AB 84 A 86 AB 86 B 84 AB 85 A 86 A 86 A
85 A 86 A 85 A 87 A 83 A 84 A 85 A 87 A
86 A 86 A 85 A 85 A 84 A 86 A 86 A
2018
q10_3 - How important are the following factors in your decision to register your contact details when buying a product - Registration will
allow the seller or manufacturer to inform me about potential issues with the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_3 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 33
Consumersrsquo agreement with the statement that knowing that their data will not be
used for marketing purposes is an important factor in their decision to register a
product is associated most closely with their gender online buying behaviour and
education level
Consumersrsquo agreement with the statement that having trust in the brand or the seller
is an important factor in their decision to register a product is associated most closely
with their financial situation
83 87 85 AB 86 B 83 A 84 AB 81 A 86 B 84 AB
88 B 83 A 84 A 86 AB 83 AB 85 A 85 A 85 A
85 A 84 A 86 A 84 A 84 A 86 A 81 A 83 A
85 A 86 A 81 83 A 85 AB 83 A 86 B
2018
q10_4 - How important are the following factors in your decision to register your contact details when buying a product - I know my data
such as email address will not be used for marketing purposes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_4 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
80 A 81 A 81 A 82 A 80 A 79 A 82 A 81 A 80 A
81 AB 79 A 81 B 82 B 76 AB 80 A 81 A 80 A
80 A 82 A 81 A 80 A 77 A 81 A 77 A 82 A
81 A 81 A 78 A 81 A 79 A 80 A 81 A
2018
q10_5 - How important are the following factors in your decision to register your contact details when buying a product - I trust the brand or
seller
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_5 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 34
Consumersrsquo agreement with the statement that the product being expensive is an
important factor in their decision to register a product is associated most closely with
how many young children they have their financial situation and education level
73 Exposure to product recalls
Consumersrsquo exposure to product recall notices is associated most closely with their
online buying behaviour education level and occupation
69 A 70 A 71 A 68 A 69 A 69 A 70 AB 67 A 71 B
75 B 71 AB 68 A 69 A 66 AB 69 A 70 A 70 A
69 AB 70 AB 67 A 71 B 64 A 71 AB 70 AB 71 AB
69 A 70 A 69 A 69 A 71 AB 73 B 68 A
2018
q10_6 - How important are the following factors in your decision to register your contact details when buying a product - The product is
expensive
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_6 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
590 547 535 A 610 B 602 B 506 A 449 562 599
510 A 542 A 586 B 601 B 486 A 575 A 575 A 554 A
593 DE 602 DE 618 E 512 B 481 AB 520 ABC 446 A 564 CD
642 585 470 553 A 534 A 553 A 589
Retired
Online buying behaviour Children
q6 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q6 - Apart from the Ikea furniture and Samsung phone examples in the past 2 years have you seen or heard any other information notices
ads or announcements concerning the recall of a specific product - Yes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 35
Consumersrsquo exposure to product recalls for products they had purchased themselves is
associated most closely with their online buying behaviour gender and education
level
Consumersrsquo likelihood to have seen or heard information about product recalls in the
last 2 years is associated most closely with their gender age and education level
144 107 116 AB 142 C 135 BC 88 A 79 131 A 126 A
108 AB 121 ABC 122 B 147 C 84 A 133 B 128 AB 112 A
139 B 135 AB 135 B 96 A 95 AB 107 AB 92 A 129 AB
146 A 133 A 81 111 A 132 AB 123 AB 135 B
Retired
Online buying behaviour Children
q11 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q11 - In the last 2 years have you seen or received any notice or request to return a product you had purchased yourself - Yes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
846 741 727 822 A 819 A 802 A 743 800 A 796 A
730 A 776 AB 802 BC 824 C 753 ABC 819 B 778 A 792 AB
786 AB 788 AB 820 B 779 A 747 A 782 AB 788 AB 784 AB
811 B 781 A 796 AB 791 AB 750 A 778 AB 810 B
Retired
Online buying behaviour Childrenq7a_1 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7a_1 - In the last 2 years for which of the following product categories did you see or hear information about product recalls - Cars or other
motor vehicles
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 36
Consumersrsquo preference of receiving information about recalls of products they have
purchased via traditional press or media is associated most closely with their financial
status gender and age
Consumersrsquo preference of receiving information about recalls of products they have
purchased via online media is associated most closely with their age online buying
behaviour and with how many young children they have
809 842 787 839 A 838 A 842 A 786 A 839 820 A
798 A 841 B 840 B 780 A 755 A 831 A 822 A 823 A
814 ABC 808 ABC 843 D 815 BC 764 A 846 CD 772 AB 842 CD
801 831 A 842 A 828 A 816 A 816 A 828 A
Retired
Online buying behaviour Children
q18_1 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q18_1 - How would you prefer to receive information about recalls of products you have purchased - Traditional press or media
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
630 A 624 A 728 645 600 508 622 AB 640 B 615 A
597 A 635 A 632 A 615 A 602 A 623 A 635 A 620 A
629 ABC 656 C 646 C 643 BC 649 ABC 595 AB 643 ABC 587 A
686 654 532 627 A 672 B 642 AB 616 A
Retired
Online buying behaviour Children
q18_2 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q18_2 - How would you prefer to receive information about recalls of products you have purchased - Online media
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 37
Consumersrsquo preference to receive information about recalls of products they have
purchased directly is associated most closely with their online buying behaviour
gender and occupation
74 Consumer responses to product recalls
Consumersrsquo likelihood to check if a recall notice concerned a product they owned is
associated most closely with their online buying behaviour financial situation and
occupation
850 832 854 A 849 A 837 A 815 A 841 A 839 A 842 A
844 A 844 A 839 A 843 A 783 A 844 A 844 A 833 A
838 AB 871 B 846 AB 822 A 832 AB 838 AB 805 A 841 AB
877 835 A 813 A 835 A 809 A 843 A 848 A
Retired
Online buying behaviour Children
q18_6 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q18_6 - How would you prefer to receive information about recalls of products you have purchased - Directly
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
778 A 771 A 781 A 779 A 760 A 772 A 735 A 785 A 771 A
706 A 763 AB 792 C 771 BC 695 AB 780 A 772 A 771 A
768 AB 803 BC 817 C 723 A 717 A 760 ABC 774 ABC 742 A
812 765 A 735 A 760 A 782 A 798 A 776 A
2018
q7crow1_1 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You checked to see if it concerned a product you owned
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow1_1 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 38
Consumersrsquo likelihood to take no action even though they owned a recalled product is
associated most closely with their education level gender and financial status
Consumersrsquo likelihood to follow the instructions of the recall notice to send back the
product or contact the manufacturer or the seller is associated most closely with the
degree of urbanisation and their occupation
166 117 219 B 136 AB 122 AB 104 A 283 119 A 140 A
154 AB 163 B 138 B 130 B 56 A 136 A 142 A 145 A
136 ABC 131 ABC 111 AB 157 ABC 134 ABC 235 C 75 A 185 BC
136 A 141 A 152 A 132 A 113 A 140 A 154 A
2018
q7crow3_3 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You took no action even though you owned the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow3_3 - base EU28
respondents who have seen
or heard about product
recalls (N=2631)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
774 A 742 A 751 A 746 A 773 A 777 A 761 A 759 A 756 A
759 A 774 A 740 A 797 A 650 A 790 B 763 AB 719 A
796 A 835 A 770 A 735 A 651 A 743 A 651 A 703 A
770 A 760 A 730 A 721 A 797 A 742 A 780 A
2018
q7crow4_4 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You owned the product and followed the instructions of the recall notice to send back the product or
contact the manufacturerseller
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow4_4 - base EU28
respondents who have seen
or heard about product
recalls (N=2174)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 39
Consumersrsquo likelihood to tell other people about a product recall is associated most
closely with their financial status gender and age
75 Drivers of consumer actions
Consumersrsquo agreement with the statement that they would have taken action if the
potential danger was more clearly communicated and seemed serious is associated
most closely with how many young children they have and with their occupation
601 631 654 B 597 A 594 A 626 AB 636 AB 646 B 591 A
641 BC 676 C 622 B 524 A 551 AB 605 A 627 A 612 A
593 AB 639 AB 639 B 644 B 561 AB 548 A 604 AB 585 AB
619 AB 601 A 642 B 600 AB 588 AB 589 A 640 B
2018
q7crow5_5 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You told other people about it
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow5_5 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
894 A 906 A 884 A 901 A 904 A 917 A 915 A 912 A 891 A
920 A 902 A 903 A 890 A 862 A 908 A 901 A 892 A
876 A 915 AB 892 A 927 B 894 AB 924 AB 945 B 898 AB
901 A 895 A 912 A 911 AB 928 B 875 A 892 AB
Retired
Online buying behaviour Children q7cx1_1 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_1 - What would have made you take some action - If the potential danger was more clearly communicated and seemed serious
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 40
Consumersrsquo agreement with the statement that they would have taken action if the
specific action to take was more clearly communicated is associated most closely with
their financial status online buying behaviour and occupation
Consumersrsquo agreement with the statement that they would have taken action if the
product was expensive or valuable is associated most closely with their education
level age and financial status
836 A 852 A 832 AB 831 A 851 AB 883 B 849 A 858 A 834 A
866 AB 870 B 845 AB 812 A 761 A 841 A 834 A 857 A
841 AB 869 AB 838 AB 877 B 819 AB 862 AB 833 AB 822 A
842 AB 834 A 872 B 854 A 803 A 824 A 850 A
Retired
Online buying behaviour Children q7cx1_2 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_2 - What would have made you take some action - If the specific action to take was more clearly communicated
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
733 A 744 A 788 B 713 A 736 AB 724 AB 810 A 760 A 715
771 AB 773 B 733 A 701 A 713 AB 748 A 737 A 732 A
726 A 727 A 727 A 745 A 770 A 755 A 778 A 755 A
756 A 724 A 742 A 727 A 731 A 729 A 751 A
Retired
Online buying behaviour Children q7cx1_3 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_3 - What would have made you take some action - If the product was expensivevaluable
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 41
Consumersrsquo agreement with the statement that they would have taken action if they
knew someone who owned the product is associated most closely with their online
buying behaviour gender and occupation
Consumersrsquo agreement with the statement that they would have taken action if they
owned the product themselves is associated most closely with their financial status
their online buying behaviour and occupation
916 936 929 A 923 A 917 A 935 A 905 A 918 A 934 A
932 AB 923 AB 931 AB 910 A 955 B 918 A 931 A 927 A
928 AB 898 A 941 B 943 B 904 AB 882 AB 954 B 910 AB
951 911 A 917 A 915 A 894 A 920 A 938 A
Retired
Online buying behaviour Children q7cx1_4 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_4 - What would have made you take some action - If I knew someone who owned the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
976 A 983 A 983 A 979 A 974 A 980 A 981 A 983 A 977 A
989 BC 976 A 982 AB 973 A 995 C 980 A 979 A 979 A
975 AB 986 B 985 B 960 A 971 AB 981 AB 990 B 981 AB
986 B 973 A 981 AB 981 A 968 A 980 A 980 A
Retired
Online buying behaviour Children q7cx1_5 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10507)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_5 - What would have made you take some action - If I owned the product myself
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 42
Consumersrsquo agreement with the statement that it was clear which specific product was
recalled is associated most closely with their online buying behaviour
Consumersrsquo agreement with the statement that it was clear where the product has
been sold is associated most closely with their financial status and occupation
85 A 85 A 85 A 85 A 85 A 84 A 83 A 85 A 85 A
83 A 84 A 85 A 85 A 83 A 84 A 85 A 85 A
84 A 85 A 85 A 85 A 85 A 84 A 84 A 85 A
86 A 85 A 83 84 A 84 A 85 A 86 A
Retired
Online buying behaviour Childrenq7d_1 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_1 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear which specific product was recalled
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
74 A 75 A 76 A 75 A 74 A 73 A 73 A 76 A 74 A
73 A 73 A 75 AB 77 B 72 AB 75 A 75 A 74 A
74 A 73 A 75 AB 77 B 73 AB 72 A 74 AB 76 AB
74 A 75 A 75 A 74 A 74 A 75 A 75 A
Retired
Online buying behaviour Childrenq7d_2 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_2 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear where the product had been sold
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 43
Consumersrsquo agreement with the statement that it was clear what specific danger was
posed by the product is associated most closely with their age occupation and online
buying behaviour
Consumersrsquo agreement with the statement that it was clear who to contact for more
information is associated most closely with their online buying behaviour financial
status and with how many young children they have
79 A 80 A 79 AB 78 A 79 A 83 B 78 A 80 A 79 A
77 A 78 A 80 A 80 A 78 A 79 A 79 A 80 A
80 BC 77 A 80 BC 81 BC 78 ABC 80 ABC 83 C 78 AB
79 AB 80 B 78 A 78 A 79 A 80 A 80 A
Retired
Online buying behaviour Childrenq7d_3 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_3 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what specific danger was posed by the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
71 A 70 A 70 A 71 A 70 A 72 A 70 A 71 A 71 A
70 AB 69 A 71 AB 73 B 70 AB 71 A 71 A 71 A
71 AB 70 AB 70 A 73 B 68 AB 72 AB 72 AB 71 AB
72 B 71 AB 69 A 69 A 71 AB 73 B 72 B
Retired
Online buying behaviour Childrenq7d_4 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_4 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear who to contact for more information
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 44
Consumersrsquo agreement with the statement that it was clear what procedure to follow
to return replace or dispose of the product is associated most closely with their online
buying behaviour financial status and education level
Consumersrsquo agreement with the statement that it was clear what procedure to follow
to receive a reimbursement or compensation is associated most closely with their age
online buying behaviour and with how many young children they have
71 A 71 A 69 A 72 B 71 AB 72 AB 71 AB 73 B 70 A
68 A 70 A 71 A 74 B 70 AB 72 A 71 A 71 A
70 A 71 A 71 A 72 A 68 A 74 A 70 A 72 A
73 71 A 69 A 69 A 72 AB 71 AB 72 B
Retired
Online buying behaviour Childrenq7d_5 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_5 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what procedure to follow to return replace or dispose of the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
63 A 64 A 61 A 64 BC 62 AB 67 C 64 AB 65 B 62 A
62 AB 63 AB 64 AB 65 B 56 A 64 AB 64 B 62 A
62 A 62 A 63 A 67 B 63 AB 65 AB 69 B 64 AB
65 A 64 A 61 61 66 A 64 A 65 A
Retired
Online buying behaviour Childrenq7d_6 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_6 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what procedure to follow to receive a reimbursement or compensation
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 45
Consumersrsquo agreement with the statement that the communication was easy to access
and visible is associated most closely with their financial status gender and with how
many young children they have
Consumersrsquo agreement with the statement that minimum effort required on their part
is an important factor in their decision to register when buying a product is associated
most closely with their education level occupation and financial status
73 75 73 A 74 A 76 A 74 A 75 A 75 A 73 A
73 AB 72 A 75 B 77 66 A 74 A 75 A 74 A
74 A 73 A 75 A 75 A 74 A 72 A 73 A 73 A
75 A 74 A 73 A 73 A 75 AB 74 AB 75 B
Retired
Online buying behaviour Childrenq7d_7 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_7 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - The communication was easy to access and visible
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
75 A 77 A 78 B 76 AB 74 AB 73 A 81 75 A 75 A
79 BC 75 ABC 75 AB 78 C 68 A 76 A 75 A 76 A
73 B 75 BC 77 BC 76 BC 65 A 76 BC 71 ABC 78 C
77 A 75 A 74 A 75 A 75 A 74 A 77 A
Retired
Online buying behaviour Children q10_1 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q10_1 - How important are the following factors in your decision to register your contact details when buying a product - There is minimum
effort required on my part
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 46
Consumersrsquo agreement with the statement that receiving an incentive such as a
voucher discount or gift is an important factor in their decision to register when
buying a product is associated most closely with their financial status education level
and age
55 A 57 A 61 56 A 53 A 51 A 63 54 A 57 A
65 B 59 B 55 A 53 A 47 A 56 A 57 A 56 A
54 A 56 A 53 A 61 B 56 AB 58 AB 59 AB 58 AB
55 A 57 A 57 A 56 A 60 A 55 A 56 A
2018
q10_2 - How important are the following factors in your decision to register your contact details when buying a product - I receive an
incentive such as a voucher discount or gift
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_2 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 24
If the potential
danger was
clearly
communicated
and it seemed
serious
If the specific
action to take
was clearly
communicated
If the product
was
expensiveva
luable
If there was
a financial
incentive
If the person I
knew had already
experienced the
issue that was
identified in the
product recall
Other
EU28 948 920 751 618 903 427
EU27_2019 943 916 745 622 898 422
North 948 887 780 636 887 405
South 947 927 708 609 898 327
East 946 921 760 638 914 552
West 949 920 767 613 902 433
BE 917 887 762 602 887 527
BG 869 820 737 637 805 555
CZ 953 917 836 794 919 600
DK 938 857 734 606 871 342
DE 958 937 802 636 945 395
EE 958 946 874 635 934 753
IE 962 939 802 609 929 516
EL 950 917 777 636 906 486
ES 980 946 656 570 959 144
FR 914 880 687 625 814 392
HR 866 843 712 644 722 294
IT 917 911 709 610 851 357
CY 854 808 692 577 808 491
LV 915 883 855 819 895 637
LT 934 889 826 712 870 349
LU 880 855 823 656 941 514
HU 954 916 819 679 912 634
MT 887 858 783 682 849 441
NL 945 898 758 553 876 637
AT 950 941 808 630 938 359
PL 956 925 847 661 960 576
PT 979 954 864 744 909 784
RO 956 962 506 454 889 498
SI 978 974 942 894 977 543
SK 968 940 806 663 938 530
FI 961 927 812 531 902 509
SE 955 874 748 655 886 308
UK 977 945 793 588 936 457
IS 964 900 726 518 912 335
NO 950 910 824 720 916 411
q8a2 - base all respondents N=25541
The figure is significantly different (plt005) compared to the EU28 result
q8a2 - If you heard [about two real-life examples of product recalls] and you knew someone who owned one of [the recalled products] what would have made you take any actions
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 25
54 Drivers of consumer actions ndash real scenario
q7cx1 - What would have made you take some action
If the potential
danger was
more clearly
communicated
and seemed
serious
If the specific
action to take
was more
clearly
communicated
If the product
was expensive
valuable
If I knew
someone who
owned the
product
If I owned the
product myself
EU28 900 843 739 926 979
EU27_2019 895 843 735 918 978
North 901 780 770 913 968
South 933 881 731 907 990
East 945 903 778 947 971
West 875 820 727 928 979
BE 921 837 753 916 975
BG 958 874 808 875 879
CZ 975 947 880 947 971
DK 934 873 759 944 978
DE 826 785 714 952 989
EE 961 887 885 955 992
IE 924 844 779 944 987
EL 984 950 860 944 990
ES 951 867 675 984 1000
FR 882 860 701 844 946
HR 892 837 847 820 890
IT 911 864 715 861 987
CY 973 963 891 950 988
LV 921 894 888 913 963
LT 918 868 852 856 969
LU 830 856 839 934 975
HU 932 924 791 951 984
MT 944 884 822 895 972
NL 888 778 746 924 979
AT 846 779 701 933 988
PL 963 911 849 972 983
PT 989 975 890 986 986
RO 896 850 500 926 972
SI 994 981 968 992 1000
SK 964 917 820 974 981
FI 877 701 764 884 964
SE 885 735 732 921 963
UK 929 847 760 969 989
IS 974 913 767 940 990
NO 865 813 857 941 978
The figure is significantly different (plt005) compared to the EU28 resultq7cx1 - base respondents who have seen or heard about product recalls but took no
action N=11741
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 26
6 The impact of product recalls
61 Responses from manufacturerssellers
Note Due to the low overall sample available is it not possible to draw statistically robust comparisons for specific countries Therefore no country results are displayed for questions q13 and q15
62 Consumer satisfaction with the recall experience
q13 - How did the manufacturerseller respond to your contact about
the recall
They offered
to repair the
product
They offered
to replace
the product
They asked
me to throw
the product
away
They asked
me to return
the product
They offered
to reimburse
me
They offered
no
compensation
EU28 689 585 46 513 343 247
EU27_2019 655 616 53 503 380 223
North 607 587 79 544 361 294
South 618 609 71 413 283 262
East 594 746 122 720 398 296
West 734 556 25 531 362 232
q13 - base respondents who have seen or received notices about recalled products that they have
purchased and made contact right away N=1248
The figure is significantly different (plt005) compared to the EU28 result
q15 - How satisfied or dissatisfied are you with
the following aspects of the product recall
process
The time it
required
The ease of
the process
The
compensatio
nreimburse
ment if any
The assistance
received from the
manufacturer
seller in resolving
any issues if any
EU28 71 76 70 78
EU27_2019 72 77 74 79
North 68 74 69 77
South 75 78 73 80
East 69 73 75 76
West 69 76 69 78
The figure is significantly different (plt005) compared to the EU28 result
q15 - base respondents who have seen or received notices about recalled
products that they have purchased N=2393
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 27
63 Satisfaction with product recall information
It was clear
which specific
product was
recalled
It was clear
where the
product had
been sold
It was clear
what specific
danger was
posed by the
product
It was clear
who to contact
for more
information
It was clear what
procedure to
follow to return
replace or
dispose of the
product
It was clear what
procedure to follow
to receive a
reimbursement or
compensation
The
communication
was easy to
access and
visible
EU28 85 75 79 71 71 63 74
EU27_2019 84 76 79 70 71 63 74
North 86 73 81 69 68 60 72
South 85 75 80 71 69 62 74
East 86 78 82 69 73 65 72
West 85 74 78 72 72 64 75
BE 85 76 75 68 68 58 73
BG 83 75 80 64 60 55 78
CZ 84 78 85 72 76 66 75
DK 85 72 79 67 68 57 67
DE 84 73 77 69 70 62 76
EE 90 75 82 68 62 51 78
IE 87 76 80 75 77 69 75
EL 85 68 77 62 65 51 71
ES 82 76 80 66 62 54 69
FR 82 78 77 75 74 70 74
HR 81 79 79 74 75 74 76
IT 86 77 81 74 73 67 77
CY 84 79 73 62 58 54 72
LV 85 71 80 58 58 48 72
LT 81 73 77 62 60 50 73
LU 74 70 69 65 65 62 75
HU 90 82 86 76 76 72 79
MT 85 71 78 64 64 58 70
NL 86 79 79 72 72 65 75
AT 80 70 76 67 65 57 75
PL 83 75 78 62 70 59 62
PT 85 64 77 67 65 55 75
RO 90 80 84 75 74 68 80
SI 92 84 83 81 80 72 83
SK 93 79 88 70 74 65 79
FI 88 77 85 77 80 73 74
SE 87 70 80 67 63 56 72
UK 87 71 81 73 74 64 74
IS 91 76 83 72 65 60 69
NO 87 69 81 69 68 63 73
q7d - base respondents who have seen or heard about product recalls N=14093The figure is significantly different (plt005) compared to the EU28 result
q7d - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you remember seing or hearing in the past 2 years
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 28
64 Satisfaction with product recall information
Note Due to the low overall sample available is it not possible to draw statistically robust comparisons for specific countries Therefore no country results are displayed for question q16
q16 - Thinking about this product recall experience
which of the following statements apply to you
It increased
my confidence
in the
brandsellersh
op
I became more
distrustful of
the
brandsellersh
op
I started
paying more
attention to
information
about
product
recalls
EU28 544 301 635
EU27_2019 544 295 665
North 644 211 533
South 491 331 777
East 588 353 721
West 556 285 565
The figure is significantly different (plt005) compared to the EU28 result
q16 - base respondents who have seen or received notices about recalled
products that they have purchased N=2393
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 29
7 Vulnerable consumers
71 Awareness of rights and responsibilities
Consumersrsquo awareness of manufacturers being legally required to recall dangerous
products is associated most closely with their financial situation followed by
occupation and education
Consumersrsquo agreement with the statement that it is the responsibility of the
manufacturer to recall the product as soon as they know about the risks it poses is
associated most closely with their education level their age and with how many young
children they have
759 A 754 A 734 A 762 A 765 A 766 A 715 766 A 756 A
758 A 757 A 753 A 777 A 668 767 B 761 AB 740 A
781 BC 789 C 787 C 722 A 728 AB 702 A 707 A 740 AB
780 751 A 742 A 742 A 770 A 757 A 765 A
Retired
Online buying behaviour Children
q5_1 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q5_1 - Do you know if manufacturers are legally required to recall products that are dangerous to consumers - Yes I think they are
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
979 A 982 A 983 AB 984 B 972 A 978 AB 985 A 987 A 972
980 A 980 A 982 A 980 A 963 A 979 A 978 A 985 A
985 A 980 A 985 A 975 A 975 A 968 A 966 A 981 A
983 A 979 A 981 A 976 A 973 AB 983 AB 984 B
Retired
Online buying behaviour Children
q8b_1 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_1 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - It is the responsibility of the manufacturer to recall the product as soon as they know about the risks it poses
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 30
Consumersrsquo agreement with the statement that it is the responsibility of the seller to
inform consumers who purchased the product about the risk it poses is associated
most closely with their online buying behaviour their education level and their
occupation
Consumersrsquo agreement with the statement that consumers who learn about a recall
notice about a product they have purchased should act immediately is associated most
closely with their education level gender and financial status
884 A 883 A 891 A 885 A 882 A 866 A 909 A 898 A 867
870 AB 896 B 890 B 852 A 871 AB 881 A 884 A 885 A
876 ABC 894 BC 866 A 890 BC 845 AB 913 C 893 ABC 904 C
877 A 871 A 913 881 A 866 A 878 A 890 A
Retired
Online buying behaviour Children
q8b_2 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_2 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - It is the responsibility of the seller to inform consumers who purchased the product about the risks it poses
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
914 933 918 A 917 A 930 A 939 A 946 A 936 A 909
949 C 932 BC 926 B 895 A 918 ABC 919 A 929 A 920 A
923 A 917 A 920 A 926 A 927 A 919 A 946 A 926 A
926 A 918 A 929 A 908 A 914 AB 925 AB 937 B
Retired
Online buying behaviour Children
q8b_3 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_3 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - Consumers who learn about a recall notice about a product they have purchased should take action immediately
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 31
Consumersrsquo agreement with the statement that it is important for them to pay
attention to product recalls is associated most closely with their gender how many
young children they have and their age
72 Product registration
Consumersrsquo awareness that by registering a product they can be contacted directly in
case there is a problem with this product is associated most closely with their gender
their online buying behaviour and their education level
931 948 928 A 940 AB 939 A 958 B 943 AB 948 B 931 A
931 AB 938 AB 947 B 929 A 890 AB 941 A 941 A 936 A
932 A 943 A 946 A 942 A 932 A 938 A 927 A 931 A
939 A 935 A 948 A 926 A 934 A 930 A 956
Retired
Online buying behaviour Children
q8b_4 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_4 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - It is important for consumers to pay attention to product recalls
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
458 340 377 AB 418 C 413 BC 371 A 342 400 A 405 A
387 AB 389 A 390 A 434 B 413 AB 403 A 405 A 383 A
440 C 438 C 409 BC 381 AB 335 A 352 A 347 AB 385 AB
457 408 317 381 A 428 B 381 AB 410 AB
Retired
Online buying behaviour Children
q9a - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q9a - Did you know that by registering a product you can be contacted directly in case there is a problem with that product - Yes I did
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 32
Registering a product in order to be contacted in case of problems with a product is
associated most closely with consumersrsquo online buying behaviour their financial status
and their age
Consumersrsquo agreement with the statement that allowing the seller or manufacturer to
inform them about potential issues with the product is an important factor in their
decision to register a product is associated most closely with their financial status
710 A 716 A 721 AB 684 A 713 AB 774 B 746 A 705 A 714 A
815 B 709 A 701 A 709 A 768 AB 710 A 704 A 725 A
722 AB 729 AB 687 A 747 B 736 AB 697 AB 681 AB 721 AB
679 A 711 A 780 710 A 697 A 709 A 719 A
Retired
Online buying behaviour Children q9b - base EU28
respondents that know you
can be contacted in case
there is a problem with a
product after you registered
the product (N=8665)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q9b - And do you usually register the product so you can be contacted in case of problems with that product - Yes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
85 A 86 A 85 A 86 A 86 A 84 A 85 A 86 A 85 A
86 AB 84 A 86 AB 86 B 84 AB 85 A 86 A 86 A
85 A 86 A 85 A 87 A 83 A 84 A 85 A 87 A
86 A 86 A 85 A 85 A 84 A 86 A 86 A
2018
q10_3 - How important are the following factors in your decision to register your contact details when buying a product - Registration will
allow the seller or manufacturer to inform me about potential issues with the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_3 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 33
Consumersrsquo agreement with the statement that knowing that their data will not be
used for marketing purposes is an important factor in their decision to register a
product is associated most closely with their gender online buying behaviour and
education level
Consumersrsquo agreement with the statement that having trust in the brand or the seller
is an important factor in their decision to register a product is associated most closely
with their financial situation
83 87 85 AB 86 B 83 A 84 AB 81 A 86 B 84 AB
88 B 83 A 84 A 86 AB 83 AB 85 A 85 A 85 A
85 A 84 A 86 A 84 A 84 A 86 A 81 A 83 A
85 A 86 A 81 83 A 85 AB 83 A 86 B
2018
q10_4 - How important are the following factors in your decision to register your contact details when buying a product - I know my data
such as email address will not be used for marketing purposes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_4 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
80 A 81 A 81 A 82 A 80 A 79 A 82 A 81 A 80 A
81 AB 79 A 81 B 82 B 76 AB 80 A 81 A 80 A
80 A 82 A 81 A 80 A 77 A 81 A 77 A 82 A
81 A 81 A 78 A 81 A 79 A 80 A 81 A
2018
q10_5 - How important are the following factors in your decision to register your contact details when buying a product - I trust the brand or
seller
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_5 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 34
Consumersrsquo agreement with the statement that the product being expensive is an
important factor in their decision to register a product is associated most closely with
how many young children they have their financial situation and education level
73 Exposure to product recalls
Consumersrsquo exposure to product recall notices is associated most closely with their
online buying behaviour education level and occupation
69 A 70 A 71 A 68 A 69 A 69 A 70 AB 67 A 71 B
75 B 71 AB 68 A 69 A 66 AB 69 A 70 A 70 A
69 AB 70 AB 67 A 71 B 64 A 71 AB 70 AB 71 AB
69 A 70 A 69 A 69 A 71 AB 73 B 68 A
2018
q10_6 - How important are the following factors in your decision to register your contact details when buying a product - The product is
expensive
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_6 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
590 547 535 A 610 B 602 B 506 A 449 562 599
510 A 542 A 586 B 601 B 486 A 575 A 575 A 554 A
593 DE 602 DE 618 E 512 B 481 AB 520 ABC 446 A 564 CD
642 585 470 553 A 534 A 553 A 589
Retired
Online buying behaviour Children
q6 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q6 - Apart from the Ikea furniture and Samsung phone examples in the past 2 years have you seen or heard any other information notices
ads or announcements concerning the recall of a specific product - Yes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 35
Consumersrsquo exposure to product recalls for products they had purchased themselves is
associated most closely with their online buying behaviour gender and education
level
Consumersrsquo likelihood to have seen or heard information about product recalls in the
last 2 years is associated most closely with their gender age and education level
144 107 116 AB 142 C 135 BC 88 A 79 131 A 126 A
108 AB 121 ABC 122 B 147 C 84 A 133 B 128 AB 112 A
139 B 135 AB 135 B 96 A 95 AB 107 AB 92 A 129 AB
146 A 133 A 81 111 A 132 AB 123 AB 135 B
Retired
Online buying behaviour Children
q11 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q11 - In the last 2 years have you seen or received any notice or request to return a product you had purchased yourself - Yes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
846 741 727 822 A 819 A 802 A 743 800 A 796 A
730 A 776 AB 802 BC 824 C 753 ABC 819 B 778 A 792 AB
786 AB 788 AB 820 B 779 A 747 A 782 AB 788 AB 784 AB
811 B 781 A 796 AB 791 AB 750 A 778 AB 810 B
Retired
Online buying behaviour Childrenq7a_1 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7a_1 - In the last 2 years for which of the following product categories did you see or hear information about product recalls - Cars or other
motor vehicles
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 36
Consumersrsquo preference of receiving information about recalls of products they have
purchased via traditional press or media is associated most closely with their financial
status gender and age
Consumersrsquo preference of receiving information about recalls of products they have
purchased via online media is associated most closely with their age online buying
behaviour and with how many young children they have
809 842 787 839 A 838 A 842 A 786 A 839 820 A
798 A 841 B 840 B 780 A 755 A 831 A 822 A 823 A
814 ABC 808 ABC 843 D 815 BC 764 A 846 CD 772 AB 842 CD
801 831 A 842 A 828 A 816 A 816 A 828 A
Retired
Online buying behaviour Children
q18_1 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q18_1 - How would you prefer to receive information about recalls of products you have purchased - Traditional press or media
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
630 A 624 A 728 645 600 508 622 AB 640 B 615 A
597 A 635 A 632 A 615 A 602 A 623 A 635 A 620 A
629 ABC 656 C 646 C 643 BC 649 ABC 595 AB 643 ABC 587 A
686 654 532 627 A 672 B 642 AB 616 A
Retired
Online buying behaviour Children
q18_2 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q18_2 - How would you prefer to receive information about recalls of products you have purchased - Online media
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 37
Consumersrsquo preference to receive information about recalls of products they have
purchased directly is associated most closely with their online buying behaviour
gender and occupation
74 Consumer responses to product recalls
Consumersrsquo likelihood to check if a recall notice concerned a product they owned is
associated most closely with their online buying behaviour financial situation and
occupation
850 832 854 A 849 A 837 A 815 A 841 A 839 A 842 A
844 A 844 A 839 A 843 A 783 A 844 A 844 A 833 A
838 AB 871 B 846 AB 822 A 832 AB 838 AB 805 A 841 AB
877 835 A 813 A 835 A 809 A 843 A 848 A
Retired
Online buying behaviour Children
q18_6 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q18_6 - How would you prefer to receive information about recalls of products you have purchased - Directly
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
778 A 771 A 781 A 779 A 760 A 772 A 735 A 785 A 771 A
706 A 763 AB 792 C 771 BC 695 AB 780 A 772 A 771 A
768 AB 803 BC 817 C 723 A 717 A 760 ABC 774 ABC 742 A
812 765 A 735 A 760 A 782 A 798 A 776 A
2018
q7crow1_1 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You checked to see if it concerned a product you owned
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow1_1 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 38
Consumersrsquo likelihood to take no action even though they owned a recalled product is
associated most closely with their education level gender and financial status
Consumersrsquo likelihood to follow the instructions of the recall notice to send back the
product or contact the manufacturer or the seller is associated most closely with the
degree of urbanisation and their occupation
166 117 219 B 136 AB 122 AB 104 A 283 119 A 140 A
154 AB 163 B 138 B 130 B 56 A 136 A 142 A 145 A
136 ABC 131 ABC 111 AB 157 ABC 134 ABC 235 C 75 A 185 BC
136 A 141 A 152 A 132 A 113 A 140 A 154 A
2018
q7crow3_3 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You took no action even though you owned the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow3_3 - base EU28
respondents who have seen
or heard about product
recalls (N=2631)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
774 A 742 A 751 A 746 A 773 A 777 A 761 A 759 A 756 A
759 A 774 A 740 A 797 A 650 A 790 B 763 AB 719 A
796 A 835 A 770 A 735 A 651 A 743 A 651 A 703 A
770 A 760 A 730 A 721 A 797 A 742 A 780 A
2018
q7crow4_4 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You owned the product and followed the instructions of the recall notice to send back the product or
contact the manufacturerseller
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow4_4 - base EU28
respondents who have seen
or heard about product
recalls (N=2174)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 39
Consumersrsquo likelihood to tell other people about a product recall is associated most
closely with their financial status gender and age
75 Drivers of consumer actions
Consumersrsquo agreement with the statement that they would have taken action if the
potential danger was more clearly communicated and seemed serious is associated
most closely with how many young children they have and with their occupation
601 631 654 B 597 A 594 A 626 AB 636 AB 646 B 591 A
641 BC 676 C 622 B 524 A 551 AB 605 A 627 A 612 A
593 AB 639 AB 639 B 644 B 561 AB 548 A 604 AB 585 AB
619 AB 601 A 642 B 600 AB 588 AB 589 A 640 B
2018
q7crow5_5 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You told other people about it
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow5_5 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
894 A 906 A 884 A 901 A 904 A 917 A 915 A 912 A 891 A
920 A 902 A 903 A 890 A 862 A 908 A 901 A 892 A
876 A 915 AB 892 A 927 B 894 AB 924 AB 945 B 898 AB
901 A 895 A 912 A 911 AB 928 B 875 A 892 AB
Retired
Online buying behaviour Children q7cx1_1 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_1 - What would have made you take some action - If the potential danger was more clearly communicated and seemed serious
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 40
Consumersrsquo agreement with the statement that they would have taken action if the
specific action to take was more clearly communicated is associated most closely with
their financial status online buying behaviour and occupation
Consumersrsquo agreement with the statement that they would have taken action if the
product was expensive or valuable is associated most closely with their education
level age and financial status
836 A 852 A 832 AB 831 A 851 AB 883 B 849 A 858 A 834 A
866 AB 870 B 845 AB 812 A 761 A 841 A 834 A 857 A
841 AB 869 AB 838 AB 877 B 819 AB 862 AB 833 AB 822 A
842 AB 834 A 872 B 854 A 803 A 824 A 850 A
Retired
Online buying behaviour Children q7cx1_2 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_2 - What would have made you take some action - If the specific action to take was more clearly communicated
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
733 A 744 A 788 B 713 A 736 AB 724 AB 810 A 760 A 715
771 AB 773 B 733 A 701 A 713 AB 748 A 737 A 732 A
726 A 727 A 727 A 745 A 770 A 755 A 778 A 755 A
756 A 724 A 742 A 727 A 731 A 729 A 751 A
Retired
Online buying behaviour Children q7cx1_3 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_3 - What would have made you take some action - If the product was expensivevaluable
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 41
Consumersrsquo agreement with the statement that they would have taken action if they
knew someone who owned the product is associated most closely with their online
buying behaviour gender and occupation
Consumersrsquo agreement with the statement that they would have taken action if they
owned the product themselves is associated most closely with their financial status
their online buying behaviour and occupation
916 936 929 A 923 A 917 A 935 A 905 A 918 A 934 A
932 AB 923 AB 931 AB 910 A 955 B 918 A 931 A 927 A
928 AB 898 A 941 B 943 B 904 AB 882 AB 954 B 910 AB
951 911 A 917 A 915 A 894 A 920 A 938 A
Retired
Online buying behaviour Children q7cx1_4 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_4 - What would have made you take some action - If I knew someone who owned the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
976 A 983 A 983 A 979 A 974 A 980 A 981 A 983 A 977 A
989 BC 976 A 982 AB 973 A 995 C 980 A 979 A 979 A
975 AB 986 B 985 B 960 A 971 AB 981 AB 990 B 981 AB
986 B 973 A 981 AB 981 A 968 A 980 A 980 A
Retired
Online buying behaviour Children q7cx1_5 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10507)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_5 - What would have made you take some action - If I owned the product myself
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 42
Consumersrsquo agreement with the statement that it was clear which specific product was
recalled is associated most closely with their online buying behaviour
Consumersrsquo agreement with the statement that it was clear where the product has
been sold is associated most closely with their financial status and occupation
85 A 85 A 85 A 85 A 85 A 84 A 83 A 85 A 85 A
83 A 84 A 85 A 85 A 83 A 84 A 85 A 85 A
84 A 85 A 85 A 85 A 85 A 84 A 84 A 85 A
86 A 85 A 83 84 A 84 A 85 A 86 A
Retired
Online buying behaviour Childrenq7d_1 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_1 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear which specific product was recalled
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
74 A 75 A 76 A 75 A 74 A 73 A 73 A 76 A 74 A
73 A 73 A 75 AB 77 B 72 AB 75 A 75 A 74 A
74 A 73 A 75 AB 77 B 73 AB 72 A 74 AB 76 AB
74 A 75 A 75 A 74 A 74 A 75 A 75 A
Retired
Online buying behaviour Childrenq7d_2 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_2 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear where the product had been sold
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 43
Consumersrsquo agreement with the statement that it was clear what specific danger was
posed by the product is associated most closely with their age occupation and online
buying behaviour
Consumersrsquo agreement with the statement that it was clear who to contact for more
information is associated most closely with their online buying behaviour financial
status and with how many young children they have
79 A 80 A 79 AB 78 A 79 A 83 B 78 A 80 A 79 A
77 A 78 A 80 A 80 A 78 A 79 A 79 A 80 A
80 BC 77 A 80 BC 81 BC 78 ABC 80 ABC 83 C 78 AB
79 AB 80 B 78 A 78 A 79 A 80 A 80 A
Retired
Online buying behaviour Childrenq7d_3 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_3 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what specific danger was posed by the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
71 A 70 A 70 A 71 A 70 A 72 A 70 A 71 A 71 A
70 AB 69 A 71 AB 73 B 70 AB 71 A 71 A 71 A
71 AB 70 AB 70 A 73 B 68 AB 72 AB 72 AB 71 AB
72 B 71 AB 69 A 69 A 71 AB 73 B 72 B
Retired
Online buying behaviour Childrenq7d_4 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_4 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear who to contact for more information
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 44
Consumersrsquo agreement with the statement that it was clear what procedure to follow
to return replace or dispose of the product is associated most closely with their online
buying behaviour financial status and education level
Consumersrsquo agreement with the statement that it was clear what procedure to follow
to receive a reimbursement or compensation is associated most closely with their age
online buying behaviour and with how many young children they have
71 A 71 A 69 A 72 B 71 AB 72 AB 71 AB 73 B 70 A
68 A 70 A 71 A 74 B 70 AB 72 A 71 A 71 A
70 A 71 A 71 A 72 A 68 A 74 A 70 A 72 A
73 71 A 69 A 69 A 72 AB 71 AB 72 B
Retired
Online buying behaviour Childrenq7d_5 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_5 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what procedure to follow to return replace or dispose of the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
63 A 64 A 61 A 64 BC 62 AB 67 C 64 AB 65 B 62 A
62 AB 63 AB 64 AB 65 B 56 A 64 AB 64 B 62 A
62 A 62 A 63 A 67 B 63 AB 65 AB 69 B 64 AB
65 A 64 A 61 61 66 A 64 A 65 A
Retired
Online buying behaviour Childrenq7d_6 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_6 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what procedure to follow to receive a reimbursement or compensation
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 45
Consumersrsquo agreement with the statement that the communication was easy to access
and visible is associated most closely with their financial status gender and with how
many young children they have
Consumersrsquo agreement with the statement that minimum effort required on their part
is an important factor in their decision to register when buying a product is associated
most closely with their education level occupation and financial status
73 75 73 A 74 A 76 A 74 A 75 A 75 A 73 A
73 AB 72 A 75 B 77 66 A 74 A 75 A 74 A
74 A 73 A 75 A 75 A 74 A 72 A 73 A 73 A
75 A 74 A 73 A 73 A 75 AB 74 AB 75 B
Retired
Online buying behaviour Childrenq7d_7 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_7 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - The communication was easy to access and visible
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
75 A 77 A 78 B 76 AB 74 AB 73 A 81 75 A 75 A
79 BC 75 ABC 75 AB 78 C 68 A 76 A 75 A 76 A
73 B 75 BC 77 BC 76 BC 65 A 76 BC 71 ABC 78 C
77 A 75 A 74 A 75 A 75 A 74 A 77 A
Retired
Online buying behaviour Children q10_1 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q10_1 - How important are the following factors in your decision to register your contact details when buying a product - There is minimum
effort required on my part
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 46
Consumersrsquo agreement with the statement that receiving an incentive such as a
voucher discount or gift is an important factor in their decision to register when
buying a product is associated most closely with their financial status education level
and age
55 A 57 A 61 56 A 53 A 51 A 63 54 A 57 A
65 B 59 B 55 A 53 A 47 A 56 A 57 A 56 A
54 A 56 A 53 A 61 B 56 AB 58 AB 59 AB 58 AB
55 A 57 A 57 A 56 A 60 A 55 A 56 A
2018
q10_2 - How important are the following factors in your decision to register your contact details when buying a product - I receive an
incentive such as a voucher discount or gift
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_2 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 25
54 Drivers of consumer actions ndash real scenario
q7cx1 - What would have made you take some action
If the potential
danger was
more clearly
communicated
and seemed
serious
If the specific
action to take
was more
clearly
communicated
If the product
was expensive
valuable
If I knew
someone who
owned the
product
If I owned the
product myself
EU28 900 843 739 926 979
EU27_2019 895 843 735 918 978
North 901 780 770 913 968
South 933 881 731 907 990
East 945 903 778 947 971
West 875 820 727 928 979
BE 921 837 753 916 975
BG 958 874 808 875 879
CZ 975 947 880 947 971
DK 934 873 759 944 978
DE 826 785 714 952 989
EE 961 887 885 955 992
IE 924 844 779 944 987
EL 984 950 860 944 990
ES 951 867 675 984 1000
FR 882 860 701 844 946
HR 892 837 847 820 890
IT 911 864 715 861 987
CY 973 963 891 950 988
LV 921 894 888 913 963
LT 918 868 852 856 969
LU 830 856 839 934 975
HU 932 924 791 951 984
MT 944 884 822 895 972
NL 888 778 746 924 979
AT 846 779 701 933 988
PL 963 911 849 972 983
PT 989 975 890 986 986
RO 896 850 500 926 972
SI 994 981 968 992 1000
SK 964 917 820 974 981
FI 877 701 764 884 964
SE 885 735 732 921 963
UK 929 847 760 969 989
IS 974 913 767 940 990
NO 865 813 857 941 978
The figure is significantly different (plt005) compared to the EU28 resultq7cx1 - base respondents who have seen or heard about product recalls but took no
action N=11741
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 26
6 The impact of product recalls
61 Responses from manufacturerssellers
Note Due to the low overall sample available is it not possible to draw statistically robust comparisons for specific countries Therefore no country results are displayed for questions q13 and q15
62 Consumer satisfaction with the recall experience
q13 - How did the manufacturerseller respond to your contact about
the recall
They offered
to repair the
product
They offered
to replace
the product
They asked
me to throw
the product
away
They asked
me to return
the product
They offered
to reimburse
me
They offered
no
compensation
EU28 689 585 46 513 343 247
EU27_2019 655 616 53 503 380 223
North 607 587 79 544 361 294
South 618 609 71 413 283 262
East 594 746 122 720 398 296
West 734 556 25 531 362 232
q13 - base respondents who have seen or received notices about recalled products that they have
purchased and made contact right away N=1248
The figure is significantly different (plt005) compared to the EU28 result
q15 - How satisfied or dissatisfied are you with
the following aspects of the product recall
process
The time it
required
The ease of
the process
The
compensatio
nreimburse
ment if any
The assistance
received from the
manufacturer
seller in resolving
any issues if any
EU28 71 76 70 78
EU27_2019 72 77 74 79
North 68 74 69 77
South 75 78 73 80
East 69 73 75 76
West 69 76 69 78
The figure is significantly different (plt005) compared to the EU28 result
q15 - base respondents who have seen or received notices about recalled
products that they have purchased N=2393
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 27
63 Satisfaction with product recall information
It was clear
which specific
product was
recalled
It was clear
where the
product had
been sold
It was clear
what specific
danger was
posed by the
product
It was clear
who to contact
for more
information
It was clear what
procedure to
follow to return
replace or
dispose of the
product
It was clear what
procedure to follow
to receive a
reimbursement or
compensation
The
communication
was easy to
access and
visible
EU28 85 75 79 71 71 63 74
EU27_2019 84 76 79 70 71 63 74
North 86 73 81 69 68 60 72
South 85 75 80 71 69 62 74
East 86 78 82 69 73 65 72
West 85 74 78 72 72 64 75
BE 85 76 75 68 68 58 73
BG 83 75 80 64 60 55 78
CZ 84 78 85 72 76 66 75
DK 85 72 79 67 68 57 67
DE 84 73 77 69 70 62 76
EE 90 75 82 68 62 51 78
IE 87 76 80 75 77 69 75
EL 85 68 77 62 65 51 71
ES 82 76 80 66 62 54 69
FR 82 78 77 75 74 70 74
HR 81 79 79 74 75 74 76
IT 86 77 81 74 73 67 77
CY 84 79 73 62 58 54 72
LV 85 71 80 58 58 48 72
LT 81 73 77 62 60 50 73
LU 74 70 69 65 65 62 75
HU 90 82 86 76 76 72 79
MT 85 71 78 64 64 58 70
NL 86 79 79 72 72 65 75
AT 80 70 76 67 65 57 75
PL 83 75 78 62 70 59 62
PT 85 64 77 67 65 55 75
RO 90 80 84 75 74 68 80
SI 92 84 83 81 80 72 83
SK 93 79 88 70 74 65 79
FI 88 77 85 77 80 73 74
SE 87 70 80 67 63 56 72
UK 87 71 81 73 74 64 74
IS 91 76 83 72 65 60 69
NO 87 69 81 69 68 63 73
q7d - base respondents who have seen or heard about product recalls N=14093The figure is significantly different (plt005) compared to the EU28 result
q7d - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you remember seing or hearing in the past 2 years
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 28
64 Satisfaction with product recall information
Note Due to the low overall sample available is it not possible to draw statistically robust comparisons for specific countries Therefore no country results are displayed for question q16
q16 - Thinking about this product recall experience
which of the following statements apply to you
It increased
my confidence
in the
brandsellersh
op
I became more
distrustful of
the
brandsellersh
op
I started
paying more
attention to
information
about
product
recalls
EU28 544 301 635
EU27_2019 544 295 665
North 644 211 533
South 491 331 777
East 588 353 721
West 556 285 565
The figure is significantly different (plt005) compared to the EU28 result
q16 - base respondents who have seen or received notices about recalled
products that they have purchased N=2393
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 29
7 Vulnerable consumers
71 Awareness of rights and responsibilities
Consumersrsquo awareness of manufacturers being legally required to recall dangerous
products is associated most closely with their financial situation followed by
occupation and education
Consumersrsquo agreement with the statement that it is the responsibility of the
manufacturer to recall the product as soon as they know about the risks it poses is
associated most closely with their education level their age and with how many young
children they have
759 A 754 A 734 A 762 A 765 A 766 A 715 766 A 756 A
758 A 757 A 753 A 777 A 668 767 B 761 AB 740 A
781 BC 789 C 787 C 722 A 728 AB 702 A 707 A 740 AB
780 751 A 742 A 742 A 770 A 757 A 765 A
Retired
Online buying behaviour Children
q5_1 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q5_1 - Do you know if manufacturers are legally required to recall products that are dangerous to consumers - Yes I think they are
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
979 A 982 A 983 AB 984 B 972 A 978 AB 985 A 987 A 972
980 A 980 A 982 A 980 A 963 A 979 A 978 A 985 A
985 A 980 A 985 A 975 A 975 A 968 A 966 A 981 A
983 A 979 A 981 A 976 A 973 AB 983 AB 984 B
Retired
Online buying behaviour Children
q8b_1 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_1 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - It is the responsibility of the manufacturer to recall the product as soon as they know about the risks it poses
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 30
Consumersrsquo agreement with the statement that it is the responsibility of the seller to
inform consumers who purchased the product about the risk it poses is associated
most closely with their online buying behaviour their education level and their
occupation
Consumersrsquo agreement with the statement that consumers who learn about a recall
notice about a product they have purchased should act immediately is associated most
closely with their education level gender and financial status
884 A 883 A 891 A 885 A 882 A 866 A 909 A 898 A 867
870 AB 896 B 890 B 852 A 871 AB 881 A 884 A 885 A
876 ABC 894 BC 866 A 890 BC 845 AB 913 C 893 ABC 904 C
877 A 871 A 913 881 A 866 A 878 A 890 A
Retired
Online buying behaviour Children
q8b_2 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_2 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - It is the responsibility of the seller to inform consumers who purchased the product about the risks it poses
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
914 933 918 A 917 A 930 A 939 A 946 A 936 A 909
949 C 932 BC 926 B 895 A 918 ABC 919 A 929 A 920 A
923 A 917 A 920 A 926 A 927 A 919 A 946 A 926 A
926 A 918 A 929 A 908 A 914 AB 925 AB 937 B
Retired
Online buying behaviour Children
q8b_3 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_3 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - Consumers who learn about a recall notice about a product they have purchased should take action immediately
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 31
Consumersrsquo agreement with the statement that it is important for them to pay
attention to product recalls is associated most closely with their gender how many
young children they have and their age
72 Product registration
Consumersrsquo awareness that by registering a product they can be contacted directly in
case there is a problem with this product is associated most closely with their gender
their online buying behaviour and their education level
931 948 928 A 940 AB 939 A 958 B 943 AB 948 B 931 A
931 AB 938 AB 947 B 929 A 890 AB 941 A 941 A 936 A
932 A 943 A 946 A 942 A 932 A 938 A 927 A 931 A
939 A 935 A 948 A 926 A 934 A 930 A 956
Retired
Online buying behaviour Children
q8b_4 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_4 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - It is important for consumers to pay attention to product recalls
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
458 340 377 AB 418 C 413 BC 371 A 342 400 A 405 A
387 AB 389 A 390 A 434 B 413 AB 403 A 405 A 383 A
440 C 438 C 409 BC 381 AB 335 A 352 A 347 AB 385 AB
457 408 317 381 A 428 B 381 AB 410 AB
Retired
Online buying behaviour Children
q9a - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q9a - Did you know that by registering a product you can be contacted directly in case there is a problem with that product - Yes I did
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 32
Registering a product in order to be contacted in case of problems with a product is
associated most closely with consumersrsquo online buying behaviour their financial status
and their age
Consumersrsquo agreement with the statement that allowing the seller or manufacturer to
inform them about potential issues with the product is an important factor in their
decision to register a product is associated most closely with their financial status
710 A 716 A 721 AB 684 A 713 AB 774 B 746 A 705 A 714 A
815 B 709 A 701 A 709 A 768 AB 710 A 704 A 725 A
722 AB 729 AB 687 A 747 B 736 AB 697 AB 681 AB 721 AB
679 A 711 A 780 710 A 697 A 709 A 719 A
Retired
Online buying behaviour Children q9b - base EU28
respondents that know you
can be contacted in case
there is a problem with a
product after you registered
the product (N=8665)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q9b - And do you usually register the product so you can be contacted in case of problems with that product - Yes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
85 A 86 A 85 A 86 A 86 A 84 A 85 A 86 A 85 A
86 AB 84 A 86 AB 86 B 84 AB 85 A 86 A 86 A
85 A 86 A 85 A 87 A 83 A 84 A 85 A 87 A
86 A 86 A 85 A 85 A 84 A 86 A 86 A
2018
q10_3 - How important are the following factors in your decision to register your contact details when buying a product - Registration will
allow the seller or manufacturer to inform me about potential issues with the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_3 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 33
Consumersrsquo agreement with the statement that knowing that their data will not be
used for marketing purposes is an important factor in their decision to register a
product is associated most closely with their gender online buying behaviour and
education level
Consumersrsquo agreement with the statement that having trust in the brand or the seller
is an important factor in their decision to register a product is associated most closely
with their financial situation
83 87 85 AB 86 B 83 A 84 AB 81 A 86 B 84 AB
88 B 83 A 84 A 86 AB 83 AB 85 A 85 A 85 A
85 A 84 A 86 A 84 A 84 A 86 A 81 A 83 A
85 A 86 A 81 83 A 85 AB 83 A 86 B
2018
q10_4 - How important are the following factors in your decision to register your contact details when buying a product - I know my data
such as email address will not be used for marketing purposes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_4 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
80 A 81 A 81 A 82 A 80 A 79 A 82 A 81 A 80 A
81 AB 79 A 81 B 82 B 76 AB 80 A 81 A 80 A
80 A 82 A 81 A 80 A 77 A 81 A 77 A 82 A
81 A 81 A 78 A 81 A 79 A 80 A 81 A
2018
q10_5 - How important are the following factors in your decision to register your contact details when buying a product - I trust the brand or
seller
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_5 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 34
Consumersrsquo agreement with the statement that the product being expensive is an
important factor in their decision to register a product is associated most closely with
how many young children they have their financial situation and education level
73 Exposure to product recalls
Consumersrsquo exposure to product recall notices is associated most closely with their
online buying behaviour education level and occupation
69 A 70 A 71 A 68 A 69 A 69 A 70 AB 67 A 71 B
75 B 71 AB 68 A 69 A 66 AB 69 A 70 A 70 A
69 AB 70 AB 67 A 71 B 64 A 71 AB 70 AB 71 AB
69 A 70 A 69 A 69 A 71 AB 73 B 68 A
2018
q10_6 - How important are the following factors in your decision to register your contact details when buying a product - The product is
expensive
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_6 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
590 547 535 A 610 B 602 B 506 A 449 562 599
510 A 542 A 586 B 601 B 486 A 575 A 575 A 554 A
593 DE 602 DE 618 E 512 B 481 AB 520 ABC 446 A 564 CD
642 585 470 553 A 534 A 553 A 589
Retired
Online buying behaviour Children
q6 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q6 - Apart from the Ikea furniture and Samsung phone examples in the past 2 years have you seen or heard any other information notices
ads or announcements concerning the recall of a specific product - Yes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 35
Consumersrsquo exposure to product recalls for products they had purchased themselves is
associated most closely with their online buying behaviour gender and education
level
Consumersrsquo likelihood to have seen or heard information about product recalls in the
last 2 years is associated most closely with their gender age and education level
144 107 116 AB 142 C 135 BC 88 A 79 131 A 126 A
108 AB 121 ABC 122 B 147 C 84 A 133 B 128 AB 112 A
139 B 135 AB 135 B 96 A 95 AB 107 AB 92 A 129 AB
146 A 133 A 81 111 A 132 AB 123 AB 135 B
Retired
Online buying behaviour Children
q11 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q11 - In the last 2 years have you seen or received any notice or request to return a product you had purchased yourself - Yes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
846 741 727 822 A 819 A 802 A 743 800 A 796 A
730 A 776 AB 802 BC 824 C 753 ABC 819 B 778 A 792 AB
786 AB 788 AB 820 B 779 A 747 A 782 AB 788 AB 784 AB
811 B 781 A 796 AB 791 AB 750 A 778 AB 810 B
Retired
Online buying behaviour Childrenq7a_1 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7a_1 - In the last 2 years for which of the following product categories did you see or hear information about product recalls - Cars or other
motor vehicles
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 36
Consumersrsquo preference of receiving information about recalls of products they have
purchased via traditional press or media is associated most closely with their financial
status gender and age
Consumersrsquo preference of receiving information about recalls of products they have
purchased via online media is associated most closely with their age online buying
behaviour and with how many young children they have
809 842 787 839 A 838 A 842 A 786 A 839 820 A
798 A 841 B 840 B 780 A 755 A 831 A 822 A 823 A
814 ABC 808 ABC 843 D 815 BC 764 A 846 CD 772 AB 842 CD
801 831 A 842 A 828 A 816 A 816 A 828 A
Retired
Online buying behaviour Children
q18_1 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q18_1 - How would you prefer to receive information about recalls of products you have purchased - Traditional press or media
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
630 A 624 A 728 645 600 508 622 AB 640 B 615 A
597 A 635 A 632 A 615 A 602 A 623 A 635 A 620 A
629 ABC 656 C 646 C 643 BC 649 ABC 595 AB 643 ABC 587 A
686 654 532 627 A 672 B 642 AB 616 A
Retired
Online buying behaviour Children
q18_2 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q18_2 - How would you prefer to receive information about recalls of products you have purchased - Online media
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 37
Consumersrsquo preference to receive information about recalls of products they have
purchased directly is associated most closely with their online buying behaviour
gender and occupation
74 Consumer responses to product recalls
Consumersrsquo likelihood to check if a recall notice concerned a product they owned is
associated most closely with their online buying behaviour financial situation and
occupation
850 832 854 A 849 A 837 A 815 A 841 A 839 A 842 A
844 A 844 A 839 A 843 A 783 A 844 A 844 A 833 A
838 AB 871 B 846 AB 822 A 832 AB 838 AB 805 A 841 AB
877 835 A 813 A 835 A 809 A 843 A 848 A
Retired
Online buying behaviour Children
q18_6 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q18_6 - How would you prefer to receive information about recalls of products you have purchased - Directly
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
778 A 771 A 781 A 779 A 760 A 772 A 735 A 785 A 771 A
706 A 763 AB 792 C 771 BC 695 AB 780 A 772 A 771 A
768 AB 803 BC 817 C 723 A 717 A 760 ABC 774 ABC 742 A
812 765 A 735 A 760 A 782 A 798 A 776 A
2018
q7crow1_1 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You checked to see if it concerned a product you owned
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow1_1 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 38
Consumersrsquo likelihood to take no action even though they owned a recalled product is
associated most closely with their education level gender and financial status
Consumersrsquo likelihood to follow the instructions of the recall notice to send back the
product or contact the manufacturer or the seller is associated most closely with the
degree of urbanisation and their occupation
166 117 219 B 136 AB 122 AB 104 A 283 119 A 140 A
154 AB 163 B 138 B 130 B 56 A 136 A 142 A 145 A
136 ABC 131 ABC 111 AB 157 ABC 134 ABC 235 C 75 A 185 BC
136 A 141 A 152 A 132 A 113 A 140 A 154 A
2018
q7crow3_3 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You took no action even though you owned the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow3_3 - base EU28
respondents who have seen
or heard about product
recalls (N=2631)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
774 A 742 A 751 A 746 A 773 A 777 A 761 A 759 A 756 A
759 A 774 A 740 A 797 A 650 A 790 B 763 AB 719 A
796 A 835 A 770 A 735 A 651 A 743 A 651 A 703 A
770 A 760 A 730 A 721 A 797 A 742 A 780 A
2018
q7crow4_4 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You owned the product and followed the instructions of the recall notice to send back the product or
contact the manufacturerseller
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow4_4 - base EU28
respondents who have seen
or heard about product
recalls (N=2174)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 39
Consumersrsquo likelihood to tell other people about a product recall is associated most
closely with their financial status gender and age
75 Drivers of consumer actions
Consumersrsquo agreement with the statement that they would have taken action if the
potential danger was more clearly communicated and seemed serious is associated
most closely with how many young children they have and with their occupation
601 631 654 B 597 A 594 A 626 AB 636 AB 646 B 591 A
641 BC 676 C 622 B 524 A 551 AB 605 A 627 A 612 A
593 AB 639 AB 639 B 644 B 561 AB 548 A 604 AB 585 AB
619 AB 601 A 642 B 600 AB 588 AB 589 A 640 B
2018
q7crow5_5 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You told other people about it
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow5_5 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
894 A 906 A 884 A 901 A 904 A 917 A 915 A 912 A 891 A
920 A 902 A 903 A 890 A 862 A 908 A 901 A 892 A
876 A 915 AB 892 A 927 B 894 AB 924 AB 945 B 898 AB
901 A 895 A 912 A 911 AB 928 B 875 A 892 AB
Retired
Online buying behaviour Children q7cx1_1 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_1 - What would have made you take some action - If the potential danger was more clearly communicated and seemed serious
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 40
Consumersrsquo agreement with the statement that they would have taken action if the
specific action to take was more clearly communicated is associated most closely with
their financial status online buying behaviour and occupation
Consumersrsquo agreement with the statement that they would have taken action if the
product was expensive or valuable is associated most closely with their education
level age and financial status
836 A 852 A 832 AB 831 A 851 AB 883 B 849 A 858 A 834 A
866 AB 870 B 845 AB 812 A 761 A 841 A 834 A 857 A
841 AB 869 AB 838 AB 877 B 819 AB 862 AB 833 AB 822 A
842 AB 834 A 872 B 854 A 803 A 824 A 850 A
Retired
Online buying behaviour Children q7cx1_2 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_2 - What would have made you take some action - If the specific action to take was more clearly communicated
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
733 A 744 A 788 B 713 A 736 AB 724 AB 810 A 760 A 715
771 AB 773 B 733 A 701 A 713 AB 748 A 737 A 732 A
726 A 727 A 727 A 745 A 770 A 755 A 778 A 755 A
756 A 724 A 742 A 727 A 731 A 729 A 751 A
Retired
Online buying behaviour Children q7cx1_3 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_3 - What would have made you take some action - If the product was expensivevaluable
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 41
Consumersrsquo agreement with the statement that they would have taken action if they
knew someone who owned the product is associated most closely with their online
buying behaviour gender and occupation
Consumersrsquo agreement with the statement that they would have taken action if they
owned the product themselves is associated most closely with their financial status
their online buying behaviour and occupation
916 936 929 A 923 A 917 A 935 A 905 A 918 A 934 A
932 AB 923 AB 931 AB 910 A 955 B 918 A 931 A 927 A
928 AB 898 A 941 B 943 B 904 AB 882 AB 954 B 910 AB
951 911 A 917 A 915 A 894 A 920 A 938 A
Retired
Online buying behaviour Children q7cx1_4 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_4 - What would have made you take some action - If I knew someone who owned the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
976 A 983 A 983 A 979 A 974 A 980 A 981 A 983 A 977 A
989 BC 976 A 982 AB 973 A 995 C 980 A 979 A 979 A
975 AB 986 B 985 B 960 A 971 AB 981 AB 990 B 981 AB
986 B 973 A 981 AB 981 A 968 A 980 A 980 A
Retired
Online buying behaviour Children q7cx1_5 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10507)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_5 - What would have made you take some action - If I owned the product myself
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 42
Consumersrsquo agreement with the statement that it was clear which specific product was
recalled is associated most closely with their online buying behaviour
Consumersrsquo agreement with the statement that it was clear where the product has
been sold is associated most closely with their financial status and occupation
85 A 85 A 85 A 85 A 85 A 84 A 83 A 85 A 85 A
83 A 84 A 85 A 85 A 83 A 84 A 85 A 85 A
84 A 85 A 85 A 85 A 85 A 84 A 84 A 85 A
86 A 85 A 83 84 A 84 A 85 A 86 A
Retired
Online buying behaviour Childrenq7d_1 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_1 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear which specific product was recalled
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
74 A 75 A 76 A 75 A 74 A 73 A 73 A 76 A 74 A
73 A 73 A 75 AB 77 B 72 AB 75 A 75 A 74 A
74 A 73 A 75 AB 77 B 73 AB 72 A 74 AB 76 AB
74 A 75 A 75 A 74 A 74 A 75 A 75 A
Retired
Online buying behaviour Childrenq7d_2 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_2 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear where the product had been sold
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 43
Consumersrsquo agreement with the statement that it was clear what specific danger was
posed by the product is associated most closely with their age occupation and online
buying behaviour
Consumersrsquo agreement with the statement that it was clear who to contact for more
information is associated most closely with their online buying behaviour financial
status and with how many young children they have
79 A 80 A 79 AB 78 A 79 A 83 B 78 A 80 A 79 A
77 A 78 A 80 A 80 A 78 A 79 A 79 A 80 A
80 BC 77 A 80 BC 81 BC 78 ABC 80 ABC 83 C 78 AB
79 AB 80 B 78 A 78 A 79 A 80 A 80 A
Retired
Online buying behaviour Childrenq7d_3 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_3 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what specific danger was posed by the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
71 A 70 A 70 A 71 A 70 A 72 A 70 A 71 A 71 A
70 AB 69 A 71 AB 73 B 70 AB 71 A 71 A 71 A
71 AB 70 AB 70 A 73 B 68 AB 72 AB 72 AB 71 AB
72 B 71 AB 69 A 69 A 71 AB 73 B 72 B
Retired
Online buying behaviour Childrenq7d_4 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_4 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear who to contact for more information
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 44
Consumersrsquo agreement with the statement that it was clear what procedure to follow
to return replace or dispose of the product is associated most closely with their online
buying behaviour financial status and education level
Consumersrsquo agreement with the statement that it was clear what procedure to follow
to receive a reimbursement or compensation is associated most closely with their age
online buying behaviour and with how many young children they have
71 A 71 A 69 A 72 B 71 AB 72 AB 71 AB 73 B 70 A
68 A 70 A 71 A 74 B 70 AB 72 A 71 A 71 A
70 A 71 A 71 A 72 A 68 A 74 A 70 A 72 A
73 71 A 69 A 69 A 72 AB 71 AB 72 B
Retired
Online buying behaviour Childrenq7d_5 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_5 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what procedure to follow to return replace or dispose of the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
63 A 64 A 61 A 64 BC 62 AB 67 C 64 AB 65 B 62 A
62 AB 63 AB 64 AB 65 B 56 A 64 AB 64 B 62 A
62 A 62 A 63 A 67 B 63 AB 65 AB 69 B 64 AB
65 A 64 A 61 61 66 A 64 A 65 A
Retired
Online buying behaviour Childrenq7d_6 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_6 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what procedure to follow to receive a reimbursement or compensation
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 45
Consumersrsquo agreement with the statement that the communication was easy to access
and visible is associated most closely with their financial status gender and with how
many young children they have
Consumersrsquo agreement with the statement that minimum effort required on their part
is an important factor in their decision to register when buying a product is associated
most closely with their education level occupation and financial status
73 75 73 A 74 A 76 A 74 A 75 A 75 A 73 A
73 AB 72 A 75 B 77 66 A 74 A 75 A 74 A
74 A 73 A 75 A 75 A 74 A 72 A 73 A 73 A
75 A 74 A 73 A 73 A 75 AB 74 AB 75 B
Retired
Online buying behaviour Childrenq7d_7 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_7 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - The communication was easy to access and visible
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
75 A 77 A 78 B 76 AB 74 AB 73 A 81 75 A 75 A
79 BC 75 ABC 75 AB 78 C 68 A 76 A 75 A 76 A
73 B 75 BC 77 BC 76 BC 65 A 76 BC 71 ABC 78 C
77 A 75 A 74 A 75 A 75 A 74 A 77 A
Retired
Online buying behaviour Children q10_1 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q10_1 - How important are the following factors in your decision to register your contact details when buying a product - There is minimum
effort required on my part
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 46
Consumersrsquo agreement with the statement that receiving an incentive such as a
voucher discount or gift is an important factor in their decision to register when
buying a product is associated most closely with their financial status education level
and age
55 A 57 A 61 56 A 53 A 51 A 63 54 A 57 A
65 B 59 B 55 A 53 A 47 A 56 A 57 A 56 A
54 A 56 A 53 A 61 B 56 AB 58 AB 59 AB 58 AB
55 A 57 A 57 A 56 A 60 A 55 A 56 A
2018
q10_2 - How important are the following factors in your decision to register your contact details when buying a product - I receive an
incentive such as a voucher discount or gift
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_2 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 26
6 The impact of product recalls
61 Responses from manufacturerssellers
Note Due to the low overall sample available is it not possible to draw statistically robust comparisons for specific countries Therefore no country results are displayed for questions q13 and q15
62 Consumer satisfaction with the recall experience
q13 - How did the manufacturerseller respond to your contact about
the recall
They offered
to repair the
product
They offered
to replace
the product
They asked
me to throw
the product
away
They asked
me to return
the product
They offered
to reimburse
me
They offered
no
compensation
EU28 689 585 46 513 343 247
EU27_2019 655 616 53 503 380 223
North 607 587 79 544 361 294
South 618 609 71 413 283 262
East 594 746 122 720 398 296
West 734 556 25 531 362 232
q13 - base respondents who have seen or received notices about recalled products that they have
purchased and made contact right away N=1248
The figure is significantly different (plt005) compared to the EU28 result
q15 - How satisfied or dissatisfied are you with
the following aspects of the product recall
process
The time it
required
The ease of
the process
The
compensatio
nreimburse
ment if any
The assistance
received from the
manufacturer
seller in resolving
any issues if any
EU28 71 76 70 78
EU27_2019 72 77 74 79
North 68 74 69 77
South 75 78 73 80
East 69 73 75 76
West 69 76 69 78
The figure is significantly different (plt005) compared to the EU28 result
q15 - base respondents who have seen or received notices about recalled
products that they have purchased N=2393
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 27
63 Satisfaction with product recall information
It was clear
which specific
product was
recalled
It was clear
where the
product had
been sold
It was clear
what specific
danger was
posed by the
product
It was clear
who to contact
for more
information
It was clear what
procedure to
follow to return
replace or
dispose of the
product
It was clear what
procedure to follow
to receive a
reimbursement or
compensation
The
communication
was easy to
access and
visible
EU28 85 75 79 71 71 63 74
EU27_2019 84 76 79 70 71 63 74
North 86 73 81 69 68 60 72
South 85 75 80 71 69 62 74
East 86 78 82 69 73 65 72
West 85 74 78 72 72 64 75
BE 85 76 75 68 68 58 73
BG 83 75 80 64 60 55 78
CZ 84 78 85 72 76 66 75
DK 85 72 79 67 68 57 67
DE 84 73 77 69 70 62 76
EE 90 75 82 68 62 51 78
IE 87 76 80 75 77 69 75
EL 85 68 77 62 65 51 71
ES 82 76 80 66 62 54 69
FR 82 78 77 75 74 70 74
HR 81 79 79 74 75 74 76
IT 86 77 81 74 73 67 77
CY 84 79 73 62 58 54 72
LV 85 71 80 58 58 48 72
LT 81 73 77 62 60 50 73
LU 74 70 69 65 65 62 75
HU 90 82 86 76 76 72 79
MT 85 71 78 64 64 58 70
NL 86 79 79 72 72 65 75
AT 80 70 76 67 65 57 75
PL 83 75 78 62 70 59 62
PT 85 64 77 67 65 55 75
RO 90 80 84 75 74 68 80
SI 92 84 83 81 80 72 83
SK 93 79 88 70 74 65 79
FI 88 77 85 77 80 73 74
SE 87 70 80 67 63 56 72
UK 87 71 81 73 74 64 74
IS 91 76 83 72 65 60 69
NO 87 69 81 69 68 63 73
q7d - base respondents who have seen or heard about product recalls N=14093The figure is significantly different (plt005) compared to the EU28 result
q7d - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you remember seing or hearing in the past 2 years
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 28
64 Satisfaction with product recall information
Note Due to the low overall sample available is it not possible to draw statistically robust comparisons for specific countries Therefore no country results are displayed for question q16
q16 - Thinking about this product recall experience
which of the following statements apply to you
It increased
my confidence
in the
brandsellersh
op
I became more
distrustful of
the
brandsellersh
op
I started
paying more
attention to
information
about
product
recalls
EU28 544 301 635
EU27_2019 544 295 665
North 644 211 533
South 491 331 777
East 588 353 721
West 556 285 565
The figure is significantly different (plt005) compared to the EU28 result
q16 - base respondents who have seen or received notices about recalled
products that they have purchased N=2393
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 29
7 Vulnerable consumers
71 Awareness of rights and responsibilities
Consumersrsquo awareness of manufacturers being legally required to recall dangerous
products is associated most closely with their financial situation followed by
occupation and education
Consumersrsquo agreement with the statement that it is the responsibility of the
manufacturer to recall the product as soon as they know about the risks it poses is
associated most closely with their education level their age and with how many young
children they have
759 A 754 A 734 A 762 A 765 A 766 A 715 766 A 756 A
758 A 757 A 753 A 777 A 668 767 B 761 AB 740 A
781 BC 789 C 787 C 722 A 728 AB 702 A 707 A 740 AB
780 751 A 742 A 742 A 770 A 757 A 765 A
Retired
Online buying behaviour Children
q5_1 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q5_1 - Do you know if manufacturers are legally required to recall products that are dangerous to consumers - Yes I think they are
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
979 A 982 A 983 AB 984 B 972 A 978 AB 985 A 987 A 972
980 A 980 A 982 A 980 A 963 A 979 A 978 A 985 A
985 A 980 A 985 A 975 A 975 A 968 A 966 A 981 A
983 A 979 A 981 A 976 A 973 AB 983 AB 984 B
Retired
Online buying behaviour Children
q8b_1 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_1 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - It is the responsibility of the manufacturer to recall the product as soon as they know about the risks it poses
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 30
Consumersrsquo agreement with the statement that it is the responsibility of the seller to
inform consumers who purchased the product about the risk it poses is associated
most closely with their online buying behaviour their education level and their
occupation
Consumersrsquo agreement with the statement that consumers who learn about a recall
notice about a product they have purchased should act immediately is associated most
closely with their education level gender and financial status
884 A 883 A 891 A 885 A 882 A 866 A 909 A 898 A 867
870 AB 896 B 890 B 852 A 871 AB 881 A 884 A 885 A
876 ABC 894 BC 866 A 890 BC 845 AB 913 C 893 ABC 904 C
877 A 871 A 913 881 A 866 A 878 A 890 A
Retired
Online buying behaviour Children
q8b_2 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_2 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - It is the responsibility of the seller to inform consumers who purchased the product about the risks it poses
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
914 933 918 A 917 A 930 A 939 A 946 A 936 A 909
949 C 932 BC 926 B 895 A 918 ABC 919 A 929 A 920 A
923 A 917 A 920 A 926 A 927 A 919 A 946 A 926 A
926 A 918 A 929 A 908 A 914 AB 925 AB 937 B
Retired
Online buying behaviour Children
q8b_3 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_3 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - Consumers who learn about a recall notice about a product they have purchased should take action immediately
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 31
Consumersrsquo agreement with the statement that it is important for them to pay
attention to product recalls is associated most closely with their gender how many
young children they have and their age
72 Product registration
Consumersrsquo awareness that by registering a product they can be contacted directly in
case there is a problem with this product is associated most closely with their gender
their online buying behaviour and their education level
931 948 928 A 940 AB 939 A 958 B 943 AB 948 B 931 A
931 AB 938 AB 947 B 929 A 890 AB 941 A 941 A 936 A
932 A 943 A 946 A 942 A 932 A 938 A 927 A 931 A
939 A 935 A 948 A 926 A 934 A 930 A 956
Retired
Online buying behaviour Children
q8b_4 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_4 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - It is important for consumers to pay attention to product recalls
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
458 340 377 AB 418 C 413 BC 371 A 342 400 A 405 A
387 AB 389 A 390 A 434 B 413 AB 403 A 405 A 383 A
440 C 438 C 409 BC 381 AB 335 A 352 A 347 AB 385 AB
457 408 317 381 A 428 B 381 AB 410 AB
Retired
Online buying behaviour Children
q9a - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q9a - Did you know that by registering a product you can be contacted directly in case there is a problem with that product - Yes I did
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 32
Registering a product in order to be contacted in case of problems with a product is
associated most closely with consumersrsquo online buying behaviour their financial status
and their age
Consumersrsquo agreement with the statement that allowing the seller or manufacturer to
inform them about potential issues with the product is an important factor in their
decision to register a product is associated most closely with their financial status
710 A 716 A 721 AB 684 A 713 AB 774 B 746 A 705 A 714 A
815 B 709 A 701 A 709 A 768 AB 710 A 704 A 725 A
722 AB 729 AB 687 A 747 B 736 AB 697 AB 681 AB 721 AB
679 A 711 A 780 710 A 697 A 709 A 719 A
Retired
Online buying behaviour Children q9b - base EU28
respondents that know you
can be contacted in case
there is a problem with a
product after you registered
the product (N=8665)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q9b - And do you usually register the product so you can be contacted in case of problems with that product - Yes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
85 A 86 A 85 A 86 A 86 A 84 A 85 A 86 A 85 A
86 AB 84 A 86 AB 86 B 84 AB 85 A 86 A 86 A
85 A 86 A 85 A 87 A 83 A 84 A 85 A 87 A
86 A 86 A 85 A 85 A 84 A 86 A 86 A
2018
q10_3 - How important are the following factors in your decision to register your contact details when buying a product - Registration will
allow the seller or manufacturer to inform me about potential issues with the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_3 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 33
Consumersrsquo agreement with the statement that knowing that their data will not be
used for marketing purposes is an important factor in their decision to register a
product is associated most closely with their gender online buying behaviour and
education level
Consumersrsquo agreement with the statement that having trust in the brand or the seller
is an important factor in their decision to register a product is associated most closely
with their financial situation
83 87 85 AB 86 B 83 A 84 AB 81 A 86 B 84 AB
88 B 83 A 84 A 86 AB 83 AB 85 A 85 A 85 A
85 A 84 A 86 A 84 A 84 A 86 A 81 A 83 A
85 A 86 A 81 83 A 85 AB 83 A 86 B
2018
q10_4 - How important are the following factors in your decision to register your contact details when buying a product - I know my data
such as email address will not be used for marketing purposes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_4 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
80 A 81 A 81 A 82 A 80 A 79 A 82 A 81 A 80 A
81 AB 79 A 81 B 82 B 76 AB 80 A 81 A 80 A
80 A 82 A 81 A 80 A 77 A 81 A 77 A 82 A
81 A 81 A 78 A 81 A 79 A 80 A 81 A
2018
q10_5 - How important are the following factors in your decision to register your contact details when buying a product - I trust the brand or
seller
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_5 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 34
Consumersrsquo agreement with the statement that the product being expensive is an
important factor in their decision to register a product is associated most closely with
how many young children they have their financial situation and education level
73 Exposure to product recalls
Consumersrsquo exposure to product recall notices is associated most closely with their
online buying behaviour education level and occupation
69 A 70 A 71 A 68 A 69 A 69 A 70 AB 67 A 71 B
75 B 71 AB 68 A 69 A 66 AB 69 A 70 A 70 A
69 AB 70 AB 67 A 71 B 64 A 71 AB 70 AB 71 AB
69 A 70 A 69 A 69 A 71 AB 73 B 68 A
2018
q10_6 - How important are the following factors in your decision to register your contact details when buying a product - The product is
expensive
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_6 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
590 547 535 A 610 B 602 B 506 A 449 562 599
510 A 542 A 586 B 601 B 486 A 575 A 575 A 554 A
593 DE 602 DE 618 E 512 B 481 AB 520 ABC 446 A 564 CD
642 585 470 553 A 534 A 553 A 589
Retired
Online buying behaviour Children
q6 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q6 - Apart from the Ikea furniture and Samsung phone examples in the past 2 years have you seen or heard any other information notices
ads or announcements concerning the recall of a specific product - Yes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 35
Consumersrsquo exposure to product recalls for products they had purchased themselves is
associated most closely with their online buying behaviour gender and education
level
Consumersrsquo likelihood to have seen or heard information about product recalls in the
last 2 years is associated most closely with their gender age and education level
144 107 116 AB 142 C 135 BC 88 A 79 131 A 126 A
108 AB 121 ABC 122 B 147 C 84 A 133 B 128 AB 112 A
139 B 135 AB 135 B 96 A 95 AB 107 AB 92 A 129 AB
146 A 133 A 81 111 A 132 AB 123 AB 135 B
Retired
Online buying behaviour Children
q11 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q11 - In the last 2 years have you seen or received any notice or request to return a product you had purchased yourself - Yes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
846 741 727 822 A 819 A 802 A 743 800 A 796 A
730 A 776 AB 802 BC 824 C 753 ABC 819 B 778 A 792 AB
786 AB 788 AB 820 B 779 A 747 A 782 AB 788 AB 784 AB
811 B 781 A 796 AB 791 AB 750 A 778 AB 810 B
Retired
Online buying behaviour Childrenq7a_1 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7a_1 - In the last 2 years for which of the following product categories did you see or hear information about product recalls - Cars or other
motor vehicles
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 36
Consumersrsquo preference of receiving information about recalls of products they have
purchased via traditional press or media is associated most closely with their financial
status gender and age
Consumersrsquo preference of receiving information about recalls of products they have
purchased via online media is associated most closely with their age online buying
behaviour and with how many young children they have
809 842 787 839 A 838 A 842 A 786 A 839 820 A
798 A 841 B 840 B 780 A 755 A 831 A 822 A 823 A
814 ABC 808 ABC 843 D 815 BC 764 A 846 CD 772 AB 842 CD
801 831 A 842 A 828 A 816 A 816 A 828 A
Retired
Online buying behaviour Children
q18_1 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q18_1 - How would you prefer to receive information about recalls of products you have purchased - Traditional press or media
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
630 A 624 A 728 645 600 508 622 AB 640 B 615 A
597 A 635 A 632 A 615 A 602 A 623 A 635 A 620 A
629 ABC 656 C 646 C 643 BC 649 ABC 595 AB 643 ABC 587 A
686 654 532 627 A 672 B 642 AB 616 A
Retired
Online buying behaviour Children
q18_2 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q18_2 - How would you prefer to receive information about recalls of products you have purchased - Online media
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 37
Consumersrsquo preference to receive information about recalls of products they have
purchased directly is associated most closely with their online buying behaviour
gender and occupation
74 Consumer responses to product recalls
Consumersrsquo likelihood to check if a recall notice concerned a product they owned is
associated most closely with their online buying behaviour financial situation and
occupation
850 832 854 A 849 A 837 A 815 A 841 A 839 A 842 A
844 A 844 A 839 A 843 A 783 A 844 A 844 A 833 A
838 AB 871 B 846 AB 822 A 832 AB 838 AB 805 A 841 AB
877 835 A 813 A 835 A 809 A 843 A 848 A
Retired
Online buying behaviour Children
q18_6 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q18_6 - How would you prefer to receive information about recalls of products you have purchased - Directly
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
778 A 771 A 781 A 779 A 760 A 772 A 735 A 785 A 771 A
706 A 763 AB 792 C 771 BC 695 AB 780 A 772 A 771 A
768 AB 803 BC 817 C 723 A 717 A 760 ABC 774 ABC 742 A
812 765 A 735 A 760 A 782 A 798 A 776 A
2018
q7crow1_1 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You checked to see if it concerned a product you owned
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow1_1 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 38
Consumersrsquo likelihood to take no action even though they owned a recalled product is
associated most closely with their education level gender and financial status
Consumersrsquo likelihood to follow the instructions of the recall notice to send back the
product or contact the manufacturer or the seller is associated most closely with the
degree of urbanisation and their occupation
166 117 219 B 136 AB 122 AB 104 A 283 119 A 140 A
154 AB 163 B 138 B 130 B 56 A 136 A 142 A 145 A
136 ABC 131 ABC 111 AB 157 ABC 134 ABC 235 C 75 A 185 BC
136 A 141 A 152 A 132 A 113 A 140 A 154 A
2018
q7crow3_3 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You took no action even though you owned the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow3_3 - base EU28
respondents who have seen
or heard about product
recalls (N=2631)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
774 A 742 A 751 A 746 A 773 A 777 A 761 A 759 A 756 A
759 A 774 A 740 A 797 A 650 A 790 B 763 AB 719 A
796 A 835 A 770 A 735 A 651 A 743 A 651 A 703 A
770 A 760 A 730 A 721 A 797 A 742 A 780 A
2018
q7crow4_4 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You owned the product and followed the instructions of the recall notice to send back the product or
contact the manufacturerseller
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow4_4 - base EU28
respondents who have seen
or heard about product
recalls (N=2174)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 39
Consumersrsquo likelihood to tell other people about a product recall is associated most
closely with their financial status gender and age
75 Drivers of consumer actions
Consumersrsquo agreement with the statement that they would have taken action if the
potential danger was more clearly communicated and seemed serious is associated
most closely with how many young children they have and with their occupation
601 631 654 B 597 A 594 A 626 AB 636 AB 646 B 591 A
641 BC 676 C 622 B 524 A 551 AB 605 A 627 A 612 A
593 AB 639 AB 639 B 644 B 561 AB 548 A 604 AB 585 AB
619 AB 601 A 642 B 600 AB 588 AB 589 A 640 B
2018
q7crow5_5 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You told other people about it
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow5_5 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
894 A 906 A 884 A 901 A 904 A 917 A 915 A 912 A 891 A
920 A 902 A 903 A 890 A 862 A 908 A 901 A 892 A
876 A 915 AB 892 A 927 B 894 AB 924 AB 945 B 898 AB
901 A 895 A 912 A 911 AB 928 B 875 A 892 AB
Retired
Online buying behaviour Children q7cx1_1 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_1 - What would have made you take some action - If the potential danger was more clearly communicated and seemed serious
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 40
Consumersrsquo agreement with the statement that they would have taken action if the
specific action to take was more clearly communicated is associated most closely with
their financial status online buying behaviour and occupation
Consumersrsquo agreement with the statement that they would have taken action if the
product was expensive or valuable is associated most closely with their education
level age and financial status
836 A 852 A 832 AB 831 A 851 AB 883 B 849 A 858 A 834 A
866 AB 870 B 845 AB 812 A 761 A 841 A 834 A 857 A
841 AB 869 AB 838 AB 877 B 819 AB 862 AB 833 AB 822 A
842 AB 834 A 872 B 854 A 803 A 824 A 850 A
Retired
Online buying behaviour Children q7cx1_2 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_2 - What would have made you take some action - If the specific action to take was more clearly communicated
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
733 A 744 A 788 B 713 A 736 AB 724 AB 810 A 760 A 715
771 AB 773 B 733 A 701 A 713 AB 748 A 737 A 732 A
726 A 727 A 727 A 745 A 770 A 755 A 778 A 755 A
756 A 724 A 742 A 727 A 731 A 729 A 751 A
Retired
Online buying behaviour Children q7cx1_3 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_3 - What would have made you take some action - If the product was expensivevaluable
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 41
Consumersrsquo agreement with the statement that they would have taken action if they
knew someone who owned the product is associated most closely with their online
buying behaviour gender and occupation
Consumersrsquo agreement with the statement that they would have taken action if they
owned the product themselves is associated most closely with their financial status
their online buying behaviour and occupation
916 936 929 A 923 A 917 A 935 A 905 A 918 A 934 A
932 AB 923 AB 931 AB 910 A 955 B 918 A 931 A 927 A
928 AB 898 A 941 B 943 B 904 AB 882 AB 954 B 910 AB
951 911 A 917 A 915 A 894 A 920 A 938 A
Retired
Online buying behaviour Children q7cx1_4 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_4 - What would have made you take some action - If I knew someone who owned the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
976 A 983 A 983 A 979 A 974 A 980 A 981 A 983 A 977 A
989 BC 976 A 982 AB 973 A 995 C 980 A 979 A 979 A
975 AB 986 B 985 B 960 A 971 AB 981 AB 990 B 981 AB
986 B 973 A 981 AB 981 A 968 A 980 A 980 A
Retired
Online buying behaviour Children q7cx1_5 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10507)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_5 - What would have made you take some action - If I owned the product myself
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 42
Consumersrsquo agreement with the statement that it was clear which specific product was
recalled is associated most closely with their online buying behaviour
Consumersrsquo agreement with the statement that it was clear where the product has
been sold is associated most closely with their financial status and occupation
85 A 85 A 85 A 85 A 85 A 84 A 83 A 85 A 85 A
83 A 84 A 85 A 85 A 83 A 84 A 85 A 85 A
84 A 85 A 85 A 85 A 85 A 84 A 84 A 85 A
86 A 85 A 83 84 A 84 A 85 A 86 A
Retired
Online buying behaviour Childrenq7d_1 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_1 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear which specific product was recalled
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
74 A 75 A 76 A 75 A 74 A 73 A 73 A 76 A 74 A
73 A 73 A 75 AB 77 B 72 AB 75 A 75 A 74 A
74 A 73 A 75 AB 77 B 73 AB 72 A 74 AB 76 AB
74 A 75 A 75 A 74 A 74 A 75 A 75 A
Retired
Online buying behaviour Childrenq7d_2 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_2 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear where the product had been sold
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 43
Consumersrsquo agreement with the statement that it was clear what specific danger was
posed by the product is associated most closely with their age occupation and online
buying behaviour
Consumersrsquo agreement with the statement that it was clear who to contact for more
information is associated most closely with their online buying behaviour financial
status and with how many young children they have
79 A 80 A 79 AB 78 A 79 A 83 B 78 A 80 A 79 A
77 A 78 A 80 A 80 A 78 A 79 A 79 A 80 A
80 BC 77 A 80 BC 81 BC 78 ABC 80 ABC 83 C 78 AB
79 AB 80 B 78 A 78 A 79 A 80 A 80 A
Retired
Online buying behaviour Childrenq7d_3 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_3 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what specific danger was posed by the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
71 A 70 A 70 A 71 A 70 A 72 A 70 A 71 A 71 A
70 AB 69 A 71 AB 73 B 70 AB 71 A 71 A 71 A
71 AB 70 AB 70 A 73 B 68 AB 72 AB 72 AB 71 AB
72 B 71 AB 69 A 69 A 71 AB 73 B 72 B
Retired
Online buying behaviour Childrenq7d_4 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_4 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear who to contact for more information
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 44
Consumersrsquo agreement with the statement that it was clear what procedure to follow
to return replace or dispose of the product is associated most closely with their online
buying behaviour financial status and education level
Consumersrsquo agreement with the statement that it was clear what procedure to follow
to receive a reimbursement or compensation is associated most closely with their age
online buying behaviour and with how many young children they have
71 A 71 A 69 A 72 B 71 AB 72 AB 71 AB 73 B 70 A
68 A 70 A 71 A 74 B 70 AB 72 A 71 A 71 A
70 A 71 A 71 A 72 A 68 A 74 A 70 A 72 A
73 71 A 69 A 69 A 72 AB 71 AB 72 B
Retired
Online buying behaviour Childrenq7d_5 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_5 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what procedure to follow to return replace or dispose of the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
63 A 64 A 61 A 64 BC 62 AB 67 C 64 AB 65 B 62 A
62 AB 63 AB 64 AB 65 B 56 A 64 AB 64 B 62 A
62 A 62 A 63 A 67 B 63 AB 65 AB 69 B 64 AB
65 A 64 A 61 61 66 A 64 A 65 A
Retired
Online buying behaviour Childrenq7d_6 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_6 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what procedure to follow to receive a reimbursement or compensation
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 45
Consumersrsquo agreement with the statement that the communication was easy to access
and visible is associated most closely with their financial status gender and with how
many young children they have
Consumersrsquo agreement with the statement that minimum effort required on their part
is an important factor in their decision to register when buying a product is associated
most closely with their education level occupation and financial status
73 75 73 A 74 A 76 A 74 A 75 A 75 A 73 A
73 AB 72 A 75 B 77 66 A 74 A 75 A 74 A
74 A 73 A 75 A 75 A 74 A 72 A 73 A 73 A
75 A 74 A 73 A 73 A 75 AB 74 AB 75 B
Retired
Online buying behaviour Childrenq7d_7 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_7 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - The communication was easy to access and visible
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
75 A 77 A 78 B 76 AB 74 AB 73 A 81 75 A 75 A
79 BC 75 ABC 75 AB 78 C 68 A 76 A 75 A 76 A
73 B 75 BC 77 BC 76 BC 65 A 76 BC 71 ABC 78 C
77 A 75 A 74 A 75 A 75 A 74 A 77 A
Retired
Online buying behaviour Children q10_1 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q10_1 - How important are the following factors in your decision to register your contact details when buying a product - There is minimum
effort required on my part
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 46
Consumersrsquo agreement with the statement that receiving an incentive such as a
voucher discount or gift is an important factor in their decision to register when
buying a product is associated most closely with their financial status education level
and age
55 A 57 A 61 56 A 53 A 51 A 63 54 A 57 A
65 B 59 B 55 A 53 A 47 A 56 A 57 A 56 A
54 A 56 A 53 A 61 B 56 AB 58 AB 59 AB 58 AB
55 A 57 A 57 A 56 A 60 A 55 A 56 A
2018
q10_2 - How important are the following factors in your decision to register your contact details when buying a product - I receive an
incentive such as a voucher discount or gift
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_2 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 27
63 Satisfaction with product recall information
It was clear
which specific
product was
recalled
It was clear
where the
product had
been sold
It was clear
what specific
danger was
posed by the
product
It was clear
who to contact
for more
information
It was clear what
procedure to
follow to return
replace or
dispose of the
product
It was clear what
procedure to follow
to receive a
reimbursement or
compensation
The
communication
was easy to
access and
visible
EU28 85 75 79 71 71 63 74
EU27_2019 84 76 79 70 71 63 74
North 86 73 81 69 68 60 72
South 85 75 80 71 69 62 74
East 86 78 82 69 73 65 72
West 85 74 78 72 72 64 75
BE 85 76 75 68 68 58 73
BG 83 75 80 64 60 55 78
CZ 84 78 85 72 76 66 75
DK 85 72 79 67 68 57 67
DE 84 73 77 69 70 62 76
EE 90 75 82 68 62 51 78
IE 87 76 80 75 77 69 75
EL 85 68 77 62 65 51 71
ES 82 76 80 66 62 54 69
FR 82 78 77 75 74 70 74
HR 81 79 79 74 75 74 76
IT 86 77 81 74 73 67 77
CY 84 79 73 62 58 54 72
LV 85 71 80 58 58 48 72
LT 81 73 77 62 60 50 73
LU 74 70 69 65 65 62 75
HU 90 82 86 76 76 72 79
MT 85 71 78 64 64 58 70
NL 86 79 79 72 72 65 75
AT 80 70 76 67 65 57 75
PL 83 75 78 62 70 59 62
PT 85 64 77 67 65 55 75
RO 90 80 84 75 74 68 80
SI 92 84 83 81 80 72 83
SK 93 79 88 70 74 65 79
FI 88 77 85 77 80 73 74
SE 87 70 80 67 63 56 72
UK 87 71 81 73 74 64 74
IS 91 76 83 72 65 60 69
NO 87 69 81 69 68 63 73
q7d - base respondents who have seen or heard about product recalls N=14093The figure is significantly different (plt005) compared to the EU28 result
q7d - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you remember seing or hearing in the past 2 years
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 28
64 Satisfaction with product recall information
Note Due to the low overall sample available is it not possible to draw statistically robust comparisons for specific countries Therefore no country results are displayed for question q16
q16 - Thinking about this product recall experience
which of the following statements apply to you
It increased
my confidence
in the
brandsellersh
op
I became more
distrustful of
the
brandsellersh
op
I started
paying more
attention to
information
about
product
recalls
EU28 544 301 635
EU27_2019 544 295 665
North 644 211 533
South 491 331 777
East 588 353 721
West 556 285 565
The figure is significantly different (plt005) compared to the EU28 result
q16 - base respondents who have seen or received notices about recalled
products that they have purchased N=2393
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 29
7 Vulnerable consumers
71 Awareness of rights and responsibilities
Consumersrsquo awareness of manufacturers being legally required to recall dangerous
products is associated most closely with their financial situation followed by
occupation and education
Consumersrsquo agreement with the statement that it is the responsibility of the
manufacturer to recall the product as soon as they know about the risks it poses is
associated most closely with their education level their age and with how many young
children they have
759 A 754 A 734 A 762 A 765 A 766 A 715 766 A 756 A
758 A 757 A 753 A 777 A 668 767 B 761 AB 740 A
781 BC 789 C 787 C 722 A 728 AB 702 A 707 A 740 AB
780 751 A 742 A 742 A 770 A 757 A 765 A
Retired
Online buying behaviour Children
q5_1 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q5_1 - Do you know if manufacturers are legally required to recall products that are dangerous to consumers - Yes I think they are
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
979 A 982 A 983 AB 984 B 972 A 978 AB 985 A 987 A 972
980 A 980 A 982 A 980 A 963 A 979 A 978 A 985 A
985 A 980 A 985 A 975 A 975 A 968 A 966 A 981 A
983 A 979 A 981 A 976 A 973 AB 983 AB 984 B
Retired
Online buying behaviour Children
q8b_1 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_1 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - It is the responsibility of the manufacturer to recall the product as soon as they know about the risks it poses
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 30
Consumersrsquo agreement with the statement that it is the responsibility of the seller to
inform consumers who purchased the product about the risk it poses is associated
most closely with their online buying behaviour their education level and their
occupation
Consumersrsquo agreement with the statement that consumers who learn about a recall
notice about a product they have purchased should act immediately is associated most
closely with their education level gender and financial status
884 A 883 A 891 A 885 A 882 A 866 A 909 A 898 A 867
870 AB 896 B 890 B 852 A 871 AB 881 A 884 A 885 A
876 ABC 894 BC 866 A 890 BC 845 AB 913 C 893 ABC 904 C
877 A 871 A 913 881 A 866 A 878 A 890 A
Retired
Online buying behaviour Children
q8b_2 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_2 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - It is the responsibility of the seller to inform consumers who purchased the product about the risks it poses
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
914 933 918 A 917 A 930 A 939 A 946 A 936 A 909
949 C 932 BC 926 B 895 A 918 ABC 919 A 929 A 920 A
923 A 917 A 920 A 926 A 927 A 919 A 946 A 926 A
926 A 918 A 929 A 908 A 914 AB 925 AB 937 B
Retired
Online buying behaviour Children
q8b_3 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_3 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - Consumers who learn about a recall notice about a product they have purchased should take action immediately
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 31
Consumersrsquo agreement with the statement that it is important for them to pay
attention to product recalls is associated most closely with their gender how many
young children they have and their age
72 Product registration
Consumersrsquo awareness that by registering a product they can be contacted directly in
case there is a problem with this product is associated most closely with their gender
their online buying behaviour and their education level
931 948 928 A 940 AB 939 A 958 B 943 AB 948 B 931 A
931 AB 938 AB 947 B 929 A 890 AB 941 A 941 A 936 A
932 A 943 A 946 A 942 A 932 A 938 A 927 A 931 A
939 A 935 A 948 A 926 A 934 A 930 A 956
Retired
Online buying behaviour Children
q8b_4 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_4 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - It is important for consumers to pay attention to product recalls
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
458 340 377 AB 418 C 413 BC 371 A 342 400 A 405 A
387 AB 389 A 390 A 434 B 413 AB 403 A 405 A 383 A
440 C 438 C 409 BC 381 AB 335 A 352 A 347 AB 385 AB
457 408 317 381 A 428 B 381 AB 410 AB
Retired
Online buying behaviour Children
q9a - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q9a - Did you know that by registering a product you can be contacted directly in case there is a problem with that product - Yes I did
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 32
Registering a product in order to be contacted in case of problems with a product is
associated most closely with consumersrsquo online buying behaviour their financial status
and their age
Consumersrsquo agreement with the statement that allowing the seller or manufacturer to
inform them about potential issues with the product is an important factor in their
decision to register a product is associated most closely with their financial status
710 A 716 A 721 AB 684 A 713 AB 774 B 746 A 705 A 714 A
815 B 709 A 701 A 709 A 768 AB 710 A 704 A 725 A
722 AB 729 AB 687 A 747 B 736 AB 697 AB 681 AB 721 AB
679 A 711 A 780 710 A 697 A 709 A 719 A
Retired
Online buying behaviour Children q9b - base EU28
respondents that know you
can be contacted in case
there is a problem with a
product after you registered
the product (N=8665)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q9b - And do you usually register the product so you can be contacted in case of problems with that product - Yes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
85 A 86 A 85 A 86 A 86 A 84 A 85 A 86 A 85 A
86 AB 84 A 86 AB 86 B 84 AB 85 A 86 A 86 A
85 A 86 A 85 A 87 A 83 A 84 A 85 A 87 A
86 A 86 A 85 A 85 A 84 A 86 A 86 A
2018
q10_3 - How important are the following factors in your decision to register your contact details when buying a product - Registration will
allow the seller or manufacturer to inform me about potential issues with the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_3 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 33
Consumersrsquo agreement with the statement that knowing that their data will not be
used for marketing purposes is an important factor in their decision to register a
product is associated most closely with their gender online buying behaviour and
education level
Consumersrsquo agreement with the statement that having trust in the brand or the seller
is an important factor in their decision to register a product is associated most closely
with their financial situation
83 87 85 AB 86 B 83 A 84 AB 81 A 86 B 84 AB
88 B 83 A 84 A 86 AB 83 AB 85 A 85 A 85 A
85 A 84 A 86 A 84 A 84 A 86 A 81 A 83 A
85 A 86 A 81 83 A 85 AB 83 A 86 B
2018
q10_4 - How important are the following factors in your decision to register your contact details when buying a product - I know my data
such as email address will not be used for marketing purposes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_4 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
80 A 81 A 81 A 82 A 80 A 79 A 82 A 81 A 80 A
81 AB 79 A 81 B 82 B 76 AB 80 A 81 A 80 A
80 A 82 A 81 A 80 A 77 A 81 A 77 A 82 A
81 A 81 A 78 A 81 A 79 A 80 A 81 A
2018
q10_5 - How important are the following factors in your decision to register your contact details when buying a product - I trust the brand or
seller
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_5 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 34
Consumersrsquo agreement with the statement that the product being expensive is an
important factor in their decision to register a product is associated most closely with
how many young children they have their financial situation and education level
73 Exposure to product recalls
Consumersrsquo exposure to product recall notices is associated most closely with their
online buying behaviour education level and occupation
69 A 70 A 71 A 68 A 69 A 69 A 70 AB 67 A 71 B
75 B 71 AB 68 A 69 A 66 AB 69 A 70 A 70 A
69 AB 70 AB 67 A 71 B 64 A 71 AB 70 AB 71 AB
69 A 70 A 69 A 69 A 71 AB 73 B 68 A
2018
q10_6 - How important are the following factors in your decision to register your contact details when buying a product - The product is
expensive
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_6 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
590 547 535 A 610 B 602 B 506 A 449 562 599
510 A 542 A 586 B 601 B 486 A 575 A 575 A 554 A
593 DE 602 DE 618 E 512 B 481 AB 520 ABC 446 A 564 CD
642 585 470 553 A 534 A 553 A 589
Retired
Online buying behaviour Children
q6 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q6 - Apart from the Ikea furniture and Samsung phone examples in the past 2 years have you seen or heard any other information notices
ads or announcements concerning the recall of a specific product - Yes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 35
Consumersrsquo exposure to product recalls for products they had purchased themselves is
associated most closely with their online buying behaviour gender and education
level
Consumersrsquo likelihood to have seen or heard information about product recalls in the
last 2 years is associated most closely with their gender age and education level
144 107 116 AB 142 C 135 BC 88 A 79 131 A 126 A
108 AB 121 ABC 122 B 147 C 84 A 133 B 128 AB 112 A
139 B 135 AB 135 B 96 A 95 AB 107 AB 92 A 129 AB
146 A 133 A 81 111 A 132 AB 123 AB 135 B
Retired
Online buying behaviour Children
q11 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q11 - In the last 2 years have you seen or received any notice or request to return a product you had purchased yourself - Yes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
846 741 727 822 A 819 A 802 A 743 800 A 796 A
730 A 776 AB 802 BC 824 C 753 ABC 819 B 778 A 792 AB
786 AB 788 AB 820 B 779 A 747 A 782 AB 788 AB 784 AB
811 B 781 A 796 AB 791 AB 750 A 778 AB 810 B
Retired
Online buying behaviour Childrenq7a_1 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7a_1 - In the last 2 years for which of the following product categories did you see or hear information about product recalls - Cars or other
motor vehicles
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 36
Consumersrsquo preference of receiving information about recalls of products they have
purchased via traditional press or media is associated most closely with their financial
status gender and age
Consumersrsquo preference of receiving information about recalls of products they have
purchased via online media is associated most closely with their age online buying
behaviour and with how many young children they have
809 842 787 839 A 838 A 842 A 786 A 839 820 A
798 A 841 B 840 B 780 A 755 A 831 A 822 A 823 A
814 ABC 808 ABC 843 D 815 BC 764 A 846 CD 772 AB 842 CD
801 831 A 842 A 828 A 816 A 816 A 828 A
Retired
Online buying behaviour Children
q18_1 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q18_1 - How would you prefer to receive information about recalls of products you have purchased - Traditional press or media
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
630 A 624 A 728 645 600 508 622 AB 640 B 615 A
597 A 635 A 632 A 615 A 602 A 623 A 635 A 620 A
629 ABC 656 C 646 C 643 BC 649 ABC 595 AB 643 ABC 587 A
686 654 532 627 A 672 B 642 AB 616 A
Retired
Online buying behaviour Children
q18_2 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q18_2 - How would you prefer to receive information about recalls of products you have purchased - Online media
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 37
Consumersrsquo preference to receive information about recalls of products they have
purchased directly is associated most closely with their online buying behaviour
gender and occupation
74 Consumer responses to product recalls
Consumersrsquo likelihood to check if a recall notice concerned a product they owned is
associated most closely with their online buying behaviour financial situation and
occupation
850 832 854 A 849 A 837 A 815 A 841 A 839 A 842 A
844 A 844 A 839 A 843 A 783 A 844 A 844 A 833 A
838 AB 871 B 846 AB 822 A 832 AB 838 AB 805 A 841 AB
877 835 A 813 A 835 A 809 A 843 A 848 A
Retired
Online buying behaviour Children
q18_6 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q18_6 - How would you prefer to receive information about recalls of products you have purchased - Directly
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
778 A 771 A 781 A 779 A 760 A 772 A 735 A 785 A 771 A
706 A 763 AB 792 C 771 BC 695 AB 780 A 772 A 771 A
768 AB 803 BC 817 C 723 A 717 A 760 ABC 774 ABC 742 A
812 765 A 735 A 760 A 782 A 798 A 776 A
2018
q7crow1_1 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You checked to see if it concerned a product you owned
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow1_1 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 38
Consumersrsquo likelihood to take no action even though they owned a recalled product is
associated most closely with their education level gender and financial status
Consumersrsquo likelihood to follow the instructions of the recall notice to send back the
product or contact the manufacturer or the seller is associated most closely with the
degree of urbanisation and their occupation
166 117 219 B 136 AB 122 AB 104 A 283 119 A 140 A
154 AB 163 B 138 B 130 B 56 A 136 A 142 A 145 A
136 ABC 131 ABC 111 AB 157 ABC 134 ABC 235 C 75 A 185 BC
136 A 141 A 152 A 132 A 113 A 140 A 154 A
2018
q7crow3_3 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You took no action even though you owned the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow3_3 - base EU28
respondents who have seen
or heard about product
recalls (N=2631)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
774 A 742 A 751 A 746 A 773 A 777 A 761 A 759 A 756 A
759 A 774 A 740 A 797 A 650 A 790 B 763 AB 719 A
796 A 835 A 770 A 735 A 651 A 743 A 651 A 703 A
770 A 760 A 730 A 721 A 797 A 742 A 780 A
2018
q7crow4_4 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You owned the product and followed the instructions of the recall notice to send back the product or
contact the manufacturerseller
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow4_4 - base EU28
respondents who have seen
or heard about product
recalls (N=2174)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 39
Consumersrsquo likelihood to tell other people about a product recall is associated most
closely with their financial status gender and age
75 Drivers of consumer actions
Consumersrsquo agreement with the statement that they would have taken action if the
potential danger was more clearly communicated and seemed serious is associated
most closely with how many young children they have and with their occupation
601 631 654 B 597 A 594 A 626 AB 636 AB 646 B 591 A
641 BC 676 C 622 B 524 A 551 AB 605 A 627 A 612 A
593 AB 639 AB 639 B 644 B 561 AB 548 A 604 AB 585 AB
619 AB 601 A 642 B 600 AB 588 AB 589 A 640 B
2018
q7crow5_5 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You told other people about it
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow5_5 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
894 A 906 A 884 A 901 A 904 A 917 A 915 A 912 A 891 A
920 A 902 A 903 A 890 A 862 A 908 A 901 A 892 A
876 A 915 AB 892 A 927 B 894 AB 924 AB 945 B 898 AB
901 A 895 A 912 A 911 AB 928 B 875 A 892 AB
Retired
Online buying behaviour Children q7cx1_1 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_1 - What would have made you take some action - If the potential danger was more clearly communicated and seemed serious
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 40
Consumersrsquo agreement with the statement that they would have taken action if the
specific action to take was more clearly communicated is associated most closely with
their financial status online buying behaviour and occupation
Consumersrsquo agreement with the statement that they would have taken action if the
product was expensive or valuable is associated most closely with their education
level age and financial status
836 A 852 A 832 AB 831 A 851 AB 883 B 849 A 858 A 834 A
866 AB 870 B 845 AB 812 A 761 A 841 A 834 A 857 A
841 AB 869 AB 838 AB 877 B 819 AB 862 AB 833 AB 822 A
842 AB 834 A 872 B 854 A 803 A 824 A 850 A
Retired
Online buying behaviour Children q7cx1_2 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_2 - What would have made you take some action - If the specific action to take was more clearly communicated
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
733 A 744 A 788 B 713 A 736 AB 724 AB 810 A 760 A 715
771 AB 773 B 733 A 701 A 713 AB 748 A 737 A 732 A
726 A 727 A 727 A 745 A 770 A 755 A 778 A 755 A
756 A 724 A 742 A 727 A 731 A 729 A 751 A
Retired
Online buying behaviour Children q7cx1_3 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_3 - What would have made you take some action - If the product was expensivevaluable
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 41
Consumersrsquo agreement with the statement that they would have taken action if they
knew someone who owned the product is associated most closely with their online
buying behaviour gender and occupation
Consumersrsquo agreement with the statement that they would have taken action if they
owned the product themselves is associated most closely with their financial status
their online buying behaviour and occupation
916 936 929 A 923 A 917 A 935 A 905 A 918 A 934 A
932 AB 923 AB 931 AB 910 A 955 B 918 A 931 A 927 A
928 AB 898 A 941 B 943 B 904 AB 882 AB 954 B 910 AB
951 911 A 917 A 915 A 894 A 920 A 938 A
Retired
Online buying behaviour Children q7cx1_4 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_4 - What would have made you take some action - If I knew someone who owned the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
976 A 983 A 983 A 979 A 974 A 980 A 981 A 983 A 977 A
989 BC 976 A 982 AB 973 A 995 C 980 A 979 A 979 A
975 AB 986 B 985 B 960 A 971 AB 981 AB 990 B 981 AB
986 B 973 A 981 AB 981 A 968 A 980 A 980 A
Retired
Online buying behaviour Children q7cx1_5 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10507)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_5 - What would have made you take some action - If I owned the product myself
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 42
Consumersrsquo agreement with the statement that it was clear which specific product was
recalled is associated most closely with their online buying behaviour
Consumersrsquo agreement with the statement that it was clear where the product has
been sold is associated most closely with their financial status and occupation
85 A 85 A 85 A 85 A 85 A 84 A 83 A 85 A 85 A
83 A 84 A 85 A 85 A 83 A 84 A 85 A 85 A
84 A 85 A 85 A 85 A 85 A 84 A 84 A 85 A
86 A 85 A 83 84 A 84 A 85 A 86 A
Retired
Online buying behaviour Childrenq7d_1 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_1 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear which specific product was recalled
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
74 A 75 A 76 A 75 A 74 A 73 A 73 A 76 A 74 A
73 A 73 A 75 AB 77 B 72 AB 75 A 75 A 74 A
74 A 73 A 75 AB 77 B 73 AB 72 A 74 AB 76 AB
74 A 75 A 75 A 74 A 74 A 75 A 75 A
Retired
Online buying behaviour Childrenq7d_2 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_2 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear where the product had been sold
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 43
Consumersrsquo agreement with the statement that it was clear what specific danger was
posed by the product is associated most closely with their age occupation and online
buying behaviour
Consumersrsquo agreement with the statement that it was clear who to contact for more
information is associated most closely with their online buying behaviour financial
status and with how many young children they have
79 A 80 A 79 AB 78 A 79 A 83 B 78 A 80 A 79 A
77 A 78 A 80 A 80 A 78 A 79 A 79 A 80 A
80 BC 77 A 80 BC 81 BC 78 ABC 80 ABC 83 C 78 AB
79 AB 80 B 78 A 78 A 79 A 80 A 80 A
Retired
Online buying behaviour Childrenq7d_3 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_3 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what specific danger was posed by the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
71 A 70 A 70 A 71 A 70 A 72 A 70 A 71 A 71 A
70 AB 69 A 71 AB 73 B 70 AB 71 A 71 A 71 A
71 AB 70 AB 70 A 73 B 68 AB 72 AB 72 AB 71 AB
72 B 71 AB 69 A 69 A 71 AB 73 B 72 B
Retired
Online buying behaviour Childrenq7d_4 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_4 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear who to contact for more information
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 44
Consumersrsquo agreement with the statement that it was clear what procedure to follow
to return replace or dispose of the product is associated most closely with their online
buying behaviour financial status and education level
Consumersrsquo agreement with the statement that it was clear what procedure to follow
to receive a reimbursement or compensation is associated most closely with their age
online buying behaviour and with how many young children they have
71 A 71 A 69 A 72 B 71 AB 72 AB 71 AB 73 B 70 A
68 A 70 A 71 A 74 B 70 AB 72 A 71 A 71 A
70 A 71 A 71 A 72 A 68 A 74 A 70 A 72 A
73 71 A 69 A 69 A 72 AB 71 AB 72 B
Retired
Online buying behaviour Childrenq7d_5 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_5 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what procedure to follow to return replace or dispose of the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
63 A 64 A 61 A 64 BC 62 AB 67 C 64 AB 65 B 62 A
62 AB 63 AB 64 AB 65 B 56 A 64 AB 64 B 62 A
62 A 62 A 63 A 67 B 63 AB 65 AB 69 B 64 AB
65 A 64 A 61 61 66 A 64 A 65 A
Retired
Online buying behaviour Childrenq7d_6 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_6 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what procedure to follow to receive a reimbursement or compensation
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 45
Consumersrsquo agreement with the statement that the communication was easy to access
and visible is associated most closely with their financial status gender and with how
many young children they have
Consumersrsquo agreement with the statement that minimum effort required on their part
is an important factor in their decision to register when buying a product is associated
most closely with their education level occupation and financial status
73 75 73 A 74 A 76 A 74 A 75 A 75 A 73 A
73 AB 72 A 75 B 77 66 A 74 A 75 A 74 A
74 A 73 A 75 A 75 A 74 A 72 A 73 A 73 A
75 A 74 A 73 A 73 A 75 AB 74 AB 75 B
Retired
Online buying behaviour Childrenq7d_7 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_7 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - The communication was easy to access and visible
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
75 A 77 A 78 B 76 AB 74 AB 73 A 81 75 A 75 A
79 BC 75 ABC 75 AB 78 C 68 A 76 A 75 A 76 A
73 B 75 BC 77 BC 76 BC 65 A 76 BC 71 ABC 78 C
77 A 75 A 74 A 75 A 75 A 74 A 77 A
Retired
Online buying behaviour Children q10_1 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q10_1 - How important are the following factors in your decision to register your contact details when buying a product - There is minimum
effort required on my part
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 46
Consumersrsquo agreement with the statement that receiving an incentive such as a
voucher discount or gift is an important factor in their decision to register when
buying a product is associated most closely with their financial status education level
and age
55 A 57 A 61 56 A 53 A 51 A 63 54 A 57 A
65 B 59 B 55 A 53 A 47 A 56 A 57 A 56 A
54 A 56 A 53 A 61 B 56 AB 58 AB 59 AB 58 AB
55 A 57 A 57 A 56 A 60 A 55 A 56 A
2018
q10_2 - How important are the following factors in your decision to register your contact details when buying a product - I receive an
incentive such as a voucher discount or gift
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_2 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 28
64 Satisfaction with product recall information
Note Due to the low overall sample available is it not possible to draw statistically robust comparisons for specific countries Therefore no country results are displayed for question q16
q16 - Thinking about this product recall experience
which of the following statements apply to you
It increased
my confidence
in the
brandsellersh
op
I became more
distrustful of
the
brandsellersh
op
I started
paying more
attention to
information
about
product
recalls
EU28 544 301 635
EU27_2019 544 295 665
North 644 211 533
South 491 331 777
East 588 353 721
West 556 285 565
The figure is significantly different (plt005) compared to the EU28 result
q16 - base respondents who have seen or received notices about recalled
products that they have purchased N=2393
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 29
7 Vulnerable consumers
71 Awareness of rights and responsibilities
Consumersrsquo awareness of manufacturers being legally required to recall dangerous
products is associated most closely with their financial situation followed by
occupation and education
Consumersrsquo agreement with the statement that it is the responsibility of the
manufacturer to recall the product as soon as they know about the risks it poses is
associated most closely with their education level their age and with how many young
children they have
759 A 754 A 734 A 762 A 765 A 766 A 715 766 A 756 A
758 A 757 A 753 A 777 A 668 767 B 761 AB 740 A
781 BC 789 C 787 C 722 A 728 AB 702 A 707 A 740 AB
780 751 A 742 A 742 A 770 A 757 A 765 A
Retired
Online buying behaviour Children
q5_1 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q5_1 - Do you know if manufacturers are legally required to recall products that are dangerous to consumers - Yes I think they are
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
979 A 982 A 983 AB 984 B 972 A 978 AB 985 A 987 A 972
980 A 980 A 982 A 980 A 963 A 979 A 978 A 985 A
985 A 980 A 985 A 975 A 975 A 968 A 966 A 981 A
983 A 979 A 981 A 976 A 973 AB 983 AB 984 B
Retired
Online buying behaviour Children
q8b_1 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_1 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - It is the responsibility of the manufacturer to recall the product as soon as they know about the risks it poses
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 30
Consumersrsquo agreement with the statement that it is the responsibility of the seller to
inform consumers who purchased the product about the risk it poses is associated
most closely with their online buying behaviour their education level and their
occupation
Consumersrsquo agreement with the statement that consumers who learn about a recall
notice about a product they have purchased should act immediately is associated most
closely with their education level gender and financial status
884 A 883 A 891 A 885 A 882 A 866 A 909 A 898 A 867
870 AB 896 B 890 B 852 A 871 AB 881 A 884 A 885 A
876 ABC 894 BC 866 A 890 BC 845 AB 913 C 893 ABC 904 C
877 A 871 A 913 881 A 866 A 878 A 890 A
Retired
Online buying behaviour Children
q8b_2 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_2 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - It is the responsibility of the seller to inform consumers who purchased the product about the risks it poses
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
914 933 918 A 917 A 930 A 939 A 946 A 936 A 909
949 C 932 BC 926 B 895 A 918 ABC 919 A 929 A 920 A
923 A 917 A 920 A 926 A 927 A 919 A 946 A 926 A
926 A 918 A 929 A 908 A 914 AB 925 AB 937 B
Retired
Online buying behaviour Children
q8b_3 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_3 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - Consumers who learn about a recall notice about a product they have purchased should take action immediately
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 31
Consumersrsquo agreement with the statement that it is important for them to pay
attention to product recalls is associated most closely with their gender how many
young children they have and their age
72 Product registration
Consumersrsquo awareness that by registering a product they can be contacted directly in
case there is a problem with this product is associated most closely with their gender
their online buying behaviour and their education level
931 948 928 A 940 AB 939 A 958 B 943 AB 948 B 931 A
931 AB 938 AB 947 B 929 A 890 AB 941 A 941 A 936 A
932 A 943 A 946 A 942 A 932 A 938 A 927 A 931 A
939 A 935 A 948 A 926 A 934 A 930 A 956
Retired
Online buying behaviour Children
q8b_4 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_4 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - It is important for consumers to pay attention to product recalls
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
458 340 377 AB 418 C 413 BC 371 A 342 400 A 405 A
387 AB 389 A 390 A 434 B 413 AB 403 A 405 A 383 A
440 C 438 C 409 BC 381 AB 335 A 352 A 347 AB 385 AB
457 408 317 381 A 428 B 381 AB 410 AB
Retired
Online buying behaviour Children
q9a - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q9a - Did you know that by registering a product you can be contacted directly in case there is a problem with that product - Yes I did
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 32
Registering a product in order to be contacted in case of problems with a product is
associated most closely with consumersrsquo online buying behaviour their financial status
and their age
Consumersrsquo agreement with the statement that allowing the seller or manufacturer to
inform them about potential issues with the product is an important factor in their
decision to register a product is associated most closely with their financial status
710 A 716 A 721 AB 684 A 713 AB 774 B 746 A 705 A 714 A
815 B 709 A 701 A 709 A 768 AB 710 A 704 A 725 A
722 AB 729 AB 687 A 747 B 736 AB 697 AB 681 AB 721 AB
679 A 711 A 780 710 A 697 A 709 A 719 A
Retired
Online buying behaviour Children q9b - base EU28
respondents that know you
can be contacted in case
there is a problem with a
product after you registered
the product (N=8665)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q9b - And do you usually register the product so you can be contacted in case of problems with that product - Yes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
85 A 86 A 85 A 86 A 86 A 84 A 85 A 86 A 85 A
86 AB 84 A 86 AB 86 B 84 AB 85 A 86 A 86 A
85 A 86 A 85 A 87 A 83 A 84 A 85 A 87 A
86 A 86 A 85 A 85 A 84 A 86 A 86 A
2018
q10_3 - How important are the following factors in your decision to register your contact details when buying a product - Registration will
allow the seller or manufacturer to inform me about potential issues with the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_3 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 33
Consumersrsquo agreement with the statement that knowing that their data will not be
used for marketing purposes is an important factor in their decision to register a
product is associated most closely with their gender online buying behaviour and
education level
Consumersrsquo agreement with the statement that having trust in the brand or the seller
is an important factor in their decision to register a product is associated most closely
with their financial situation
83 87 85 AB 86 B 83 A 84 AB 81 A 86 B 84 AB
88 B 83 A 84 A 86 AB 83 AB 85 A 85 A 85 A
85 A 84 A 86 A 84 A 84 A 86 A 81 A 83 A
85 A 86 A 81 83 A 85 AB 83 A 86 B
2018
q10_4 - How important are the following factors in your decision to register your contact details when buying a product - I know my data
such as email address will not be used for marketing purposes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_4 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
80 A 81 A 81 A 82 A 80 A 79 A 82 A 81 A 80 A
81 AB 79 A 81 B 82 B 76 AB 80 A 81 A 80 A
80 A 82 A 81 A 80 A 77 A 81 A 77 A 82 A
81 A 81 A 78 A 81 A 79 A 80 A 81 A
2018
q10_5 - How important are the following factors in your decision to register your contact details when buying a product - I trust the brand or
seller
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_5 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 34
Consumersrsquo agreement with the statement that the product being expensive is an
important factor in their decision to register a product is associated most closely with
how many young children they have their financial situation and education level
73 Exposure to product recalls
Consumersrsquo exposure to product recall notices is associated most closely with their
online buying behaviour education level and occupation
69 A 70 A 71 A 68 A 69 A 69 A 70 AB 67 A 71 B
75 B 71 AB 68 A 69 A 66 AB 69 A 70 A 70 A
69 AB 70 AB 67 A 71 B 64 A 71 AB 70 AB 71 AB
69 A 70 A 69 A 69 A 71 AB 73 B 68 A
2018
q10_6 - How important are the following factors in your decision to register your contact details when buying a product - The product is
expensive
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_6 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
590 547 535 A 610 B 602 B 506 A 449 562 599
510 A 542 A 586 B 601 B 486 A 575 A 575 A 554 A
593 DE 602 DE 618 E 512 B 481 AB 520 ABC 446 A 564 CD
642 585 470 553 A 534 A 553 A 589
Retired
Online buying behaviour Children
q6 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q6 - Apart from the Ikea furniture and Samsung phone examples in the past 2 years have you seen or heard any other information notices
ads or announcements concerning the recall of a specific product - Yes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 35
Consumersrsquo exposure to product recalls for products they had purchased themselves is
associated most closely with their online buying behaviour gender and education
level
Consumersrsquo likelihood to have seen or heard information about product recalls in the
last 2 years is associated most closely with their gender age and education level
144 107 116 AB 142 C 135 BC 88 A 79 131 A 126 A
108 AB 121 ABC 122 B 147 C 84 A 133 B 128 AB 112 A
139 B 135 AB 135 B 96 A 95 AB 107 AB 92 A 129 AB
146 A 133 A 81 111 A 132 AB 123 AB 135 B
Retired
Online buying behaviour Children
q11 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q11 - In the last 2 years have you seen or received any notice or request to return a product you had purchased yourself - Yes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
846 741 727 822 A 819 A 802 A 743 800 A 796 A
730 A 776 AB 802 BC 824 C 753 ABC 819 B 778 A 792 AB
786 AB 788 AB 820 B 779 A 747 A 782 AB 788 AB 784 AB
811 B 781 A 796 AB 791 AB 750 A 778 AB 810 B
Retired
Online buying behaviour Childrenq7a_1 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7a_1 - In the last 2 years for which of the following product categories did you see or hear information about product recalls - Cars or other
motor vehicles
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 36
Consumersrsquo preference of receiving information about recalls of products they have
purchased via traditional press or media is associated most closely with their financial
status gender and age
Consumersrsquo preference of receiving information about recalls of products they have
purchased via online media is associated most closely with their age online buying
behaviour and with how many young children they have
809 842 787 839 A 838 A 842 A 786 A 839 820 A
798 A 841 B 840 B 780 A 755 A 831 A 822 A 823 A
814 ABC 808 ABC 843 D 815 BC 764 A 846 CD 772 AB 842 CD
801 831 A 842 A 828 A 816 A 816 A 828 A
Retired
Online buying behaviour Children
q18_1 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q18_1 - How would you prefer to receive information about recalls of products you have purchased - Traditional press or media
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
630 A 624 A 728 645 600 508 622 AB 640 B 615 A
597 A 635 A 632 A 615 A 602 A 623 A 635 A 620 A
629 ABC 656 C 646 C 643 BC 649 ABC 595 AB 643 ABC 587 A
686 654 532 627 A 672 B 642 AB 616 A
Retired
Online buying behaviour Children
q18_2 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q18_2 - How would you prefer to receive information about recalls of products you have purchased - Online media
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 37
Consumersrsquo preference to receive information about recalls of products they have
purchased directly is associated most closely with their online buying behaviour
gender and occupation
74 Consumer responses to product recalls
Consumersrsquo likelihood to check if a recall notice concerned a product they owned is
associated most closely with their online buying behaviour financial situation and
occupation
850 832 854 A 849 A 837 A 815 A 841 A 839 A 842 A
844 A 844 A 839 A 843 A 783 A 844 A 844 A 833 A
838 AB 871 B 846 AB 822 A 832 AB 838 AB 805 A 841 AB
877 835 A 813 A 835 A 809 A 843 A 848 A
Retired
Online buying behaviour Children
q18_6 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q18_6 - How would you prefer to receive information about recalls of products you have purchased - Directly
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
778 A 771 A 781 A 779 A 760 A 772 A 735 A 785 A 771 A
706 A 763 AB 792 C 771 BC 695 AB 780 A 772 A 771 A
768 AB 803 BC 817 C 723 A 717 A 760 ABC 774 ABC 742 A
812 765 A 735 A 760 A 782 A 798 A 776 A
2018
q7crow1_1 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You checked to see if it concerned a product you owned
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow1_1 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 38
Consumersrsquo likelihood to take no action even though they owned a recalled product is
associated most closely with their education level gender and financial status
Consumersrsquo likelihood to follow the instructions of the recall notice to send back the
product or contact the manufacturer or the seller is associated most closely with the
degree of urbanisation and their occupation
166 117 219 B 136 AB 122 AB 104 A 283 119 A 140 A
154 AB 163 B 138 B 130 B 56 A 136 A 142 A 145 A
136 ABC 131 ABC 111 AB 157 ABC 134 ABC 235 C 75 A 185 BC
136 A 141 A 152 A 132 A 113 A 140 A 154 A
2018
q7crow3_3 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You took no action even though you owned the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow3_3 - base EU28
respondents who have seen
or heard about product
recalls (N=2631)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
774 A 742 A 751 A 746 A 773 A 777 A 761 A 759 A 756 A
759 A 774 A 740 A 797 A 650 A 790 B 763 AB 719 A
796 A 835 A 770 A 735 A 651 A 743 A 651 A 703 A
770 A 760 A 730 A 721 A 797 A 742 A 780 A
2018
q7crow4_4 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You owned the product and followed the instructions of the recall notice to send back the product or
contact the manufacturerseller
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow4_4 - base EU28
respondents who have seen
or heard about product
recalls (N=2174)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 39
Consumersrsquo likelihood to tell other people about a product recall is associated most
closely with their financial status gender and age
75 Drivers of consumer actions
Consumersrsquo agreement with the statement that they would have taken action if the
potential danger was more clearly communicated and seemed serious is associated
most closely with how many young children they have and with their occupation
601 631 654 B 597 A 594 A 626 AB 636 AB 646 B 591 A
641 BC 676 C 622 B 524 A 551 AB 605 A 627 A 612 A
593 AB 639 AB 639 B 644 B 561 AB 548 A 604 AB 585 AB
619 AB 601 A 642 B 600 AB 588 AB 589 A 640 B
2018
q7crow5_5 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You told other people about it
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow5_5 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
894 A 906 A 884 A 901 A 904 A 917 A 915 A 912 A 891 A
920 A 902 A 903 A 890 A 862 A 908 A 901 A 892 A
876 A 915 AB 892 A 927 B 894 AB 924 AB 945 B 898 AB
901 A 895 A 912 A 911 AB 928 B 875 A 892 AB
Retired
Online buying behaviour Children q7cx1_1 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_1 - What would have made you take some action - If the potential danger was more clearly communicated and seemed serious
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 40
Consumersrsquo agreement with the statement that they would have taken action if the
specific action to take was more clearly communicated is associated most closely with
their financial status online buying behaviour and occupation
Consumersrsquo agreement with the statement that they would have taken action if the
product was expensive or valuable is associated most closely with their education
level age and financial status
836 A 852 A 832 AB 831 A 851 AB 883 B 849 A 858 A 834 A
866 AB 870 B 845 AB 812 A 761 A 841 A 834 A 857 A
841 AB 869 AB 838 AB 877 B 819 AB 862 AB 833 AB 822 A
842 AB 834 A 872 B 854 A 803 A 824 A 850 A
Retired
Online buying behaviour Children q7cx1_2 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_2 - What would have made you take some action - If the specific action to take was more clearly communicated
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
733 A 744 A 788 B 713 A 736 AB 724 AB 810 A 760 A 715
771 AB 773 B 733 A 701 A 713 AB 748 A 737 A 732 A
726 A 727 A 727 A 745 A 770 A 755 A 778 A 755 A
756 A 724 A 742 A 727 A 731 A 729 A 751 A
Retired
Online buying behaviour Children q7cx1_3 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_3 - What would have made you take some action - If the product was expensivevaluable
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 41
Consumersrsquo agreement with the statement that they would have taken action if they
knew someone who owned the product is associated most closely with their online
buying behaviour gender and occupation
Consumersrsquo agreement with the statement that they would have taken action if they
owned the product themselves is associated most closely with their financial status
their online buying behaviour and occupation
916 936 929 A 923 A 917 A 935 A 905 A 918 A 934 A
932 AB 923 AB 931 AB 910 A 955 B 918 A 931 A 927 A
928 AB 898 A 941 B 943 B 904 AB 882 AB 954 B 910 AB
951 911 A 917 A 915 A 894 A 920 A 938 A
Retired
Online buying behaviour Children q7cx1_4 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_4 - What would have made you take some action - If I knew someone who owned the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
976 A 983 A 983 A 979 A 974 A 980 A 981 A 983 A 977 A
989 BC 976 A 982 AB 973 A 995 C 980 A 979 A 979 A
975 AB 986 B 985 B 960 A 971 AB 981 AB 990 B 981 AB
986 B 973 A 981 AB 981 A 968 A 980 A 980 A
Retired
Online buying behaviour Children q7cx1_5 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10507)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_5 - What would have made you take some action - If I owned the product myself
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 42
Consumersrsquo agreement with the statement that it was clear which specific product was
recalled is associated most closely with their online buying behaviour
Consumersrsquo agreement with the statement that it was clear where the product has
been sold is associated most closely with their financial status and occupation
85 A 85 A 85 A 85 A 85 A 84 A 83 A 85 A 85 A
83 A 84 A 85 A 85 A 83 A 84 A 85 A 85 A
84 A 85 A 85 A 85 A 85 A 84 A 84 A 85 A
86 A 85 A 83 84 A 84 A 85 A 86 A
Retired
Online buying behaviour Childrenq7d_1 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_1 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear which specific product was recalled
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
74 A 75 A 76 A 75 A 74 A 73 A 73 A 76 A 74 A
73 A 73 A 75 AB 77 B 72 AB 75 A 75 A 74 A
74 A 73 A 75 AB 77 B 73 AB 72 A 74 AB 76 AB
74 A 75 A 75 A 74 A 74 A 75 A 75 A
Retired
Online buying behaviour Childrenq7d_2 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_2 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear where the product had been sold
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 43
Consumersrsquo agreement with the statement that it was clear what specific danger was
posed by the product is associated most closely with their age occupation and online
buying behaviour
Consumersrsquo agreement with the statement that it was clear who to contact for more
information is associated most closely with their online buying behaviour financial
status and with how many young children they have
79 A 80 A 79 AB 78 A 79 A 83 B 78 A 80 A 79 A
77 A 78 A 80 A 80 A 78 A 79 A 79 A 80 A
80 BC 77 A 80 BC 81 BC 78 ABC 80 ABC 83 C 78 AB
79 AB 80 B 78 A 78 A 79 A 80 A 80 A
Retired
Online buying behaviour Childrenq7d_3 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_3 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what specific danger was posed by the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
71 A 70 A 70 A 71 A 70 A 72 A 70 A 71 A 71 A
70 AB 69 A 71 AB 73 B 70 AB 71 A 71 A 71 A
71 AB 70 AB 70 A 73 B 68 AB 72 AB 72 AB 71 AB
72 B 71 AB 69 A 69 A 71 AB 73 B 72 B
Retired
Online buying behaviour Childrenq7d_4 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_4 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear who to contact for more information
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 44
Consumersrsquo agreement with the statement that it was clear what procedure to follow
to return replace or dispose of the product is associated most closely with their online
buying behaviour financial status and education level
Consumersrsquo agreement with the statement that it was clear what procedure to follow
to receive a reimbursement or compensation is associated most closely with their age
online buying behaviour and with how many young children they have
71 A 71 A 69 A 72 B 71 AB 72 AB 71 AB 73 B 70 A
68 A 70 A 71 A 74 B 70 AB 72 A 71 A 71 A
70 A 71 A 71 A 72 A 68 A 74 A 70 A 72 A
73 71 A 69 A 69 A 72 AB 71 AB 72 B
Retired
Online buying behaviour Childrenq7d_5 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_5 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what procedure to follow to return replace or dispose of the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
63 A 64 A 61 A 64 BC 62 AB 67 C 64 AB 65 B 62 A
62 AB 63 AB 64 AB 65 B 56 A 64 AB 64 B 62 A
62 A 62 A 63 A 67 B 63 AB 65 AB 69 B 64 AB
65 A 64 A 61 61 66 A 64 A 65 A
Retired
Online buying behaviour Childrenq7d_6 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_6 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what procedure to follow to receive a reimbursement or compensation
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 45
Consumersrsquo agreement with the statement that the communication was easy to access
and visible is associated most closely with their financial status gender and with how
many young children they have
Consumersrsquo agreement with the statement that minimum effort required on their part
is an important factor in their decision to register when buying a product is associated
most closely with their education level occupation and financial status
73 75 73 A 74 A 76 A 74 A 75 A 75 A 73 A
73 AB 72 A 75 B 77 66 A 74 A 75 A 74 A
74 A 73 A 75 A 75 A 74 A 72 A 73 A 73 A
75 A 74 A 73 A 73 A 75 AB 74 AB 75 B
Retired
Online buying behaviour Childrenq7d_7 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_7 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - The communication was easy to access and visible
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
75 A 77 A 78 B 76 AB 74 AB 73 A 81 75 A 75 A
79 BC 75 ABC 75 AB 78 C 68 A 76 A 75 A 76 A
73 B 75 BC 77 BC 76 BC 65 A 76 BC 71 ABC 78 C
77 A 75 A 74 A 75 A 75 A 74 A 77 A
Retired
Online buying behaviour Children q10_1 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q10_1 - How important are the following factors in your decision to register your contact details when buying a product - There is minimum
effort required on my part
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 46
Consumersrsquo agreement with the statement that receiving an incentive such as a
voucher discount or gift is an important factor in their decision to register when
buying a product is associated most closely with their financial status education level
and age
55 A 57 A 61 56 A 53 A 51 A 63 54 A 57 A
65 B 59 B 55 A 53 A 47 A 56 A 57 A 56 A
54 A 56 A 53 A 61 B 56 AB 58 AB 59 AB 58 AB
55 A 57 A 57 A 56 A 60 A 55 A 56 A
2018
q10_2 - How important are the following factors in your decision to register your contact details when buying a product - I receive an
incentive such as a voucher discount or gift
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_2 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 29
7 Vulnerable consumers
71 Awareness of rights and responsibilities
Consumersrsquo awareness of manufacturers being legally required to recall dangerous
products is associated most closely with their financial situation followed by
occupation and education
Consumersrsquo agreement with the statement that it is the responsibility of the
manufacturer to recall the product as soon as they know about the risks it poses is
associated most closely with their education level their age and with how many young
children they have
759 A 754 A 734 A 762 A 765 A 766 A 715 766 A 756 A
758 A 757 A 753 A 777 A 668 767 B 761 AB 740 A
781 BC 789 C 787 C 722 A 728 AB 702 A 707 A 740 AB
780 751 A 742 A 742 A 770 A 757 A 765 A
Retired
Online buying behaviour Children
q5_1 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q5_1 - Do you know if manufacturers are legally required to recall products that are dangerous to consumers - Yes I think they are
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
979 A 982 A 983 AB 984 B 972 A 978 AB 985 A 987 A 972
980 A 980 A 982 A 980 A 963 A 979 A 978 A 985 A
985 A 980 A 985 A 975 A 975 A 968 A 966 A 981 A
983 A 979 A 981 A 976 A 973 AB 983 AB 984 B
Retired
Online buying behaviour Children
q8b_1 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_1 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - It is the responsibility of the manufacturer to recall the product as soon as they know about the risks it poses
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 30
Consumersrsquo agreement with the statement that it is the responsibility of the seller to
inform consumers who purchased the product about the risk it poses is associated
most closely with their online buying behaviour their education level and their
occupation
Consumersrsquo agreement with the statement that consumers who learn about a recall
notice about a product they have purchased should act immediately is associated most
closely with their education level gender and financial status
884 A 883 A 891 A 885 A 882 A 866 A 909 A 898 A 867
870 AB 896 B 890 B 852 A 871 AB 881 A 884 A 885 A
876 ABC 894 BC 866 A 890 BC 845 AB 913 C 893 ABC 904 C
877 A 871 A 913 881 A 866 A 878 A 890 A
Retired
Online buying behaviour Children
q8b_2 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_2 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - It is the responsibility of the seller to inform consumers who purchased the product about the risks it poses
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
914 933 918 A 917 A 930 A 939 A 946 A 936 A 909
949 C 932 BC 926 B 895 A 918 ABC 919 A 929 A 920 A
923 A 917 A 920 A 926 A 927 A 919 A 946 A 926 A
926 A 918 A 929 A 908 A 914 AB 925 AB 937 B
Retired
Online buying behaviour Children
q8b_3 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_3 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - Consumers who learn about a recall notice about a product they have purchased should take action immediately
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 31
Consumersrsquo agreement with the statement that it is important for them to pay
attention to product recalls is associated most closely with their gender how many
young children they have and their age
72 Product registration
Consumersrsquo awareness that by registering a product they can be contacted directly in
case there is a problem with this product is associated most closely with their gender
their online buying behaviour and their education level
931 948 928 A 940 AB 939 A 958 B 943 AB 948 B 931 A
931 AB 938 AB 947 B 929 A 890 AB 941 A 941 A 936 A
932 A 943 A 946 A 942 A 932 A 938 A 927 A 931 A
939 A 935 A 948 A 926 A 934 A 930 A 956
Retired
Online buying behaviour Children
q8b_4 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_4 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - It is important for consumers to pay attention to product recalls
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
458 340 377 AB 418 C 413 BC 371 A 342 400 A 405 A
387 AB 389 A 390 A 434 B 413 AB 403 A 405 A 383 A
440 C 438 C 409 BC 381 AB 335 A 352 A 347 AB 385 AB
457 408 317 381 A 428 B 381 AB 410 AB
Retired
Online buying behaviour Children
q9a - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q9a - Did you know that by registering a product you can be contacted directly in case there is a problem with that product - Yes I did
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 32
Registering a product in order to be contacted in case of problems with a product is
associated most closely with consumersrsquo online buying behaviour their financial status
and their age
Consumersrsquo agreement with the statement that allowing the seller or manufacturer to
inform them about potential issues with the product is an important factor in their
decision to register a product is associated most closely with their financial status
710 A 716 A 721 AB 684 A 713 AB 774 B 746 A 705 A 714 A
815 B 709 A 701 A 709 A 768 AB 710 A 704 A 725 A
722 AB 729 AB 687 A 747 B 736 AB 697 AB 681 AB 721 AB
679 A 711 A 780 710 A 697 A 709 A 719 A
Retired
Online buying behaviour Children q9b - base EU28
respondents that know you
can be contacted in case
there is a problem with a
product after you registered
the product (N=8665)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q9b - And do you usually register the product so you can be contacted in case of problems with that product - Yes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
85 A 86 A 85 A 86 A 86 A 84 A 85 A 86 A 85 A
86 AB 84 A 86 AB 86 B 84 AB 85 A 86 A 86 A
85 A 86 A 85 A 87 A 83 A 84 A 85 A 87 A
86 A 86 A 85 A 85 A 84 A 86 A 86 A
2018
q10_3 - How important are the following factors in your decision to register your contact details when buying a product - Registration will
allow the seller or manufacturer to inform me about potential issues with the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_3 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 33
Consumersrsquo agreement with the statement that knowing that their data will not be
used for marketing purposes is an important factor in their decision to register a
product is associated most closely with their gender online buying behaviour and
education level
Consumersrsquo agreement with the statement that having trust in the brand or the seller
is an important factor in their decision to register a product is associated most closely
with their financial situation
83 87 85 AB 86 B 83 A 84 AB 81 A 86 B 84 AB
88 B 83 A 84 A 86 AB 83 AB 85 A 85 A 85 A
85 A 84 A 86 A 84 A 84 A 86 A 81 A 83 A
85 A 86 A 81 83 A 85 AB 83 A 86 B
2018
q10_4 - How important are the following factors in your decision to register your contact details when buying a product - I know my data
such as email address will not be used for marketing purposes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_4 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
80 A 81 A 81 A 82 A 80 A 79 A 82 A 81 A 80 A
81 AB 79 A 81 B 82 B 76 AB 80 A 81 A 80 A
80 A 82 A 81 A 80 A 77 A 81 A 77 A 82 A
81 A 81 A 78 A 81 A 79 A 80 A 81 A
2018
q10_5 - How important are the following factors in your decision to register your contact details when buying a product - I trust the brand or
seller
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_5 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 34
Consumersrsquo agreement with the statement that the product being expensive is an
important factor in their decision to register a product is associated most closely with
how many young children they have their financial situation and education level
73 Exposure to product recalls
Consumersrsquo exposure to product recall notices is associated most closely with their
online buying behaviour education level and occupation
69 A 70 A 71 A 68 A 69 A 69 A 70 AB 67 A 71 B
75 B 71 AB 68 A 69 A 66 AB 69 A 70 A 70 A
69 AB 70 AB 67 A 71 B 64 A 71 AB 70 AB 71 AB
69 A 70 A 69 A 69 A 71 AB 73 B 68 A
2018
q10_6 - How important are the following factors in your decision to register your contact details when buying a product - The product is
expensive
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_6 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
590 547 535 A 610 B 602 B 506 A 449 562 599
510 A 542 A 586 B 601 B 486 A 575 A 575 A 554 A
593 DE 602 DE 618 E 512 B 481 AB 520 ABC 446 A 564 CD
642 585 470 553 A 534 A 553 A 589
Retired
Online buying behaviour Children
q6 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q6 - Apart from the Ikea furniture and Samsung phone examples in the past 2 years have you seen or heard any other information notices
ads or announcements concerning the recall of a specific product - Yes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 35
Consumersrsquo exposure to product recalls for products they had purchased themselves is
associated most closely with their online buying behaviour gender and education
level
Consumersrsquo likelihood to have seen or heard information about product recalls in the
last 2 years is associated most closely with their gender age and education level
144 107 116 AB 142 C 135 BC 88 A 79 131 A 126 A
108 AB 121 ABC 122 B 147 C 84 A 133 B 128 AB 112 A
139 B 135 AB 135 B 96 A 95 AB 107 AB 92 A 129 AB
146 A 133 A 81 111 A 132 AB 123 AB 135 B
Retired
Online buying behaviour Children
q11 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q11 - In the last 2 years have you seen or received any notice or request to return a product you had purchased yourself - Yes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
846 741 727 822 A 819 A 802 A 743 800 A 796 A
730 A 776 AB 802 BC 824 C 753 ABC 819 B 778 A 792 AB
786 AB 788 AB 820 B 779 A 747 A 782 AB 788 AB 784 AB
811 B 781 A 796 AB 791 AB 750 A 778 AB 810 B
Retired
Online buying behaviour Childrenq7a_1 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7a_1 - In the last 2 years for which of the following product categories did you see or hear information about product recalls - Cars or other
motor vehicles
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 36
Consumersrsquo preference of receiving information about recalls of products they have
purchased via traditional press or media is associated most closely with their financial
status gender and age
Consumersrsquo preference of receiving information about recalls of products they have
purchased via online media is associated most closely with their age online buying
behaviour and with how many young children they have
809 842 787 839 A 838 A 842 A 786 A 839 820 A
798 A 841 B 840 B 780 A 755 A 831 A 822 A 823 A
814 ABC 808 ABC 843 D 815 BC 764 A 846 CD 772 AB 842 CD
801 831 A 842 A 828 A 816 A 816 A 828 A
Retired
Online buying behaviour Children
q18_1 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q18_1 - How would you prefer to receive information about recalls of products you have purchased - Traditional press or media
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
630 A 624 A 728 645 600 508 622 AB 640 B 615 A
597 A 635 A 632 A 615 A 602 A 623 A 635 A 620 A
629 ABC 656 C 646 C 643 BC 649 ABC 595 AB 643 ABC 587 A
686 654 532 627 A 672 B 642 AB 616 A
Retired
Online buying behaviour Children
q18_2 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q18_2 - How would you prefer to receive information about recalls of products you have purchased - Online media
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 37
Consumersrsquo preference to receive information about recalls of products they have
purchased directly is associated most closely with their online buying behaviour
gender and occupation
74 Consumer responses to product recalls
Consumersrsquo likelihood to check if a recall notice concerned a product they owned is
associated most closely with their online buying behaviour financial situation and
occupation
850 832 854 A 849 A 837 A 815 A 841 A 839 A 842 A
844 A 844 A 839 A 843 A 783 A 844 A 844 A 833 A
838 AB 871 B 846 AB 822 A 832 AB 838 AB 805 A 841 AB
877 835 A 813 A 835 A 809 A 843 A 848 A
Retired
Online buying behaviour Children
q18_6 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q18_6 - How would you prefer to receive information about recalls of products you have purchased - Directly
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
778 A 771 A 781 A 779 A 760 A 772 A 735 A 785 A 771 A
706 A 763 AB 792 C 771 BC 695 AB 780 A 772 A 771 A
768 AB 803 BC 817 C 723 A 717 A 760 ABC 774 ABC 742 A
812 765 A 735 A 760 A 782 A 798 A 776 A
2018
q7crow1_1 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You checked to see if it concerned a product you owned
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow1_1 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 38
Consumersrsquo likelihood to take no action even though they owned a recalled product is
associated most closely with their education level gender and financial status
Consumersrsquo likelihood to follow the instructions of the recall notice to send back the
product or contact the manufacturer or the seller is associated most closely with the
degree of urbanisation and their occupation
166 117 219 B 136 AB 122 AB 104 A 283 119 A 140 A
154 AB 163 B 138 B 130 B 56 A 136 A 142 A 145 A
136 ABC 131 ABC 111 AB 157 ABC 134 ABC 235 C 75 A 185 BC
136 A 141 A 152 A 132 A 113 A 140 A 154 A
2018
q7crow3_3 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You took no action even though you owned the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow3_3 - base EU28
respondents who have seen
or heard about product
recalls (N=2631)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
774 A 742 A 751 A 746 A 773 A 777 A 761 A 759 A 756 A
759 A 774 A 740 A 797 A 650 A 790 B 763 AB 719 A
796 A 835 A 770 A 735 A 651 A 743 A 651 A 703 A
770 A 760 A 730 A 721 A 797 A 742 A 780 A
2018
q7crow4_4 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You owned the product and followed the instructions of the recall notice to send back the product or
contact the manufacturerseller
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow4_4 - base EU28
respondents who have seen
or heard about product
recalls (N=2174)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 39
Consumersrsquo likelihood to tell other people about a product recall is associated most
closely with their financial status gender and age
75 Drivers of consumer actions
Consumersrsquo agreement with the statement that they would have taken action if the
potential danger was more clearly communicated and seemed serious is associated
most closely with how many young children they have and with their occupation
601 631 654 B 597 A 594 A 626 AB 636 AB 646 B 591 A
641 BC 676 C 622 B 524 A 551 AB 605 A 627 A 612 A
593 AB 639 AB 639 B 644 B 561 AB 548 A 604 AB 585 AB
619 AB 601 A 642 B 600 AB 588 AB 589 A 640 B
2018
q7crow5_5 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You told other people about it
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow5_5 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
894 A 906 A 884 A 901 A 904 A 917 A 915 A 912 A 891 A
920 A 902 A 903 A 890 A 862 A 908 A 901 A 892 A
876 A 915 AB 892 A 927 B 894 AB 924 AB 945 B 898 AB
901 A 895 A 912 A 911 AB 928 B 875 A 892 AB
Retired
Online buying behaviour Children q7cx1_1 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_1 - What would have made you take some action - If the potential danger was more clearly communicated and seemed serious
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 40
Consumersrsquo agreement with the statement that they would have taken action if the
specific action to take was more clearly communicated is associated most closely with
their financial status online buying behaviour and occupation
Consumersrsquo agreement with the statement that they would have taken action if the
product was expensive or valuable is associated most closely with their education
level age and financial status
836 A 852 A 832 AB 831 A 851 AB 883 B 849 A 858 A 834 A
866 AB 870 B 845 AB 812 A 761 A 841 A 834 A 857 A
841 AB 869 AB 838 AB 877 B 819 AB 862 AB 833 AB 822 A
842 AB 834 A 872 B 854 A 803 A 824 A 850 A
Retired
Online buying behaviour Children q7cx1_2 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_2 - What would have made you take some action - If the specific action to take was more clearly communicated
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
733 A 744 A 788 B 713 A 736 AB 724 AB 810 A 760 A 715
771 AB 773 B 733 A 701 A 713 AB 748 A 737 A 732 A
726 A 727 A 727 A 745 A 770 A 755 A 778 A 755 A
756 A 724 A 742 A 727 A 731 A 729 A 751 A
Retired
Online buying behaviour Children q7cx1_3 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_3 - What would have made you take some action - If the product was expensivevaluable
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 41
Consumersrsquo agreement with the statement that they would have taken action if they
knew someone who owned the product is associated most closely with their online
buying behaviour gender and occupation
Consumersrsquo agreement with the statement that they would have taken action if they
owned the product themselves is associated most closely with their financial status
their online buying behaviour and occupation
916 936 929 A 923 A 917 A 935 A 905 A 918 A 934 A
932 AB 923 AB 931 AB 910 A 955 B 918 A 931 A 927 A
928 AB 898 A 941 B 943 B 904 AB 882 AB 954 B 910 AB
951 911 A 917 A 915 A 894 A 920 A 938 A
Retired
Online buying behaviour Children q7cx1_4 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_4 - What would have made you take some action - If I knew someone who owned the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
976 A 983 A 983 A 979 A 974 A 980 A 981 A 983 A 977 A
989 BC 976 A 982 AB 973 A 995 C 980 A 979 A 979 A
975 AB 986 B 985 B 960 A 971 AB 981 AB 990 B 981 AB
986 B 973 A 981 AB 981 A 968 A 980 A 980 A
Retired
Online buying behaviour Children q7cx1_5 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10507)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_5 - What would have made you take some action - If I owned the product myself
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 42
Consumersrsquo agreement with the statement that it was clear which specific product was
recalled is associated most closely with their online buying behaviour
Consumersrsquo agreement with the statement that it was clear where the product has
been sold is associated most closely with their financial status and occupation
85 A 85 A 85 A 85 A 85 A 84 A 83 A 85 A 85 A
83 A 84 A 85 A 85 A 83 A 84 A 85 A 85 A
84 A 85 A 85 A 85 A 85 A 84 A 84 A 85 A
86 A 85 A 83 84 A 84 A 85 A 86 A
Retired
Online buying behaviour Childrenq7d_1 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_1 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear which specific product was recalled
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
74 A 75 A 76 A 75 A 74 A 73 A 73 A 76 A 74 A
73 A 73 A 75 AB 77 B 72 AB 75 A 75 A 74 A
74 A 73 A 75 AB 77 B 73 AB 72 A 74 AB 76 AB
74 A 75 A 75 A 74 A 74 A 75 A 75 A
Retired
Online buying behaviour Childrenq7d_2 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_2 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear where the product had been sold
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 43
Consumersrsquo agreement with the statement that it was clear what specific danger was
posed by the product is associated most closely with their age occupation and online
buying behaviour
Consumersrsquo agreement with the statement that it was clear who to contact for more
information is associated most closely with their online buying behaviour financial
status and with how many young children they have
79 A 80 A 79 AB 78 A 79 A 83 B 78 A 80 A 79 A
77 A 78 A 80 A 80 A 78 A 79 A 79 A 80 A
80 BC 77 A 80 BC 81 BC 78 ABC 80 ABC 83 C 78 AB
79 AB 80 B 78 A 78 A 79 A 80 A 80 A
Retired
Online buying behaviour Childrenq7d_3 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_3 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what specific danger was posed by the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
71 A 70 A 70 A 71 A 70 A 72 A 70 A 71 A 71 A
70 AB 69 A 71 AB 73 B 70 AB 71 A 71 A 71 A
71 AB 70 AB 70 A 73 B 68 AB 72 AB 72 AB 71 AB
72 B 71 AB 69 A 69 A 71 AB 73 B 72 B
Retired
Online buying behaviour Childrenq7d_4 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_4 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear who to contact for more information
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 44
Consumersrsquo agreement with the statement that it was clear what procedure to follow
to return replace or dispose of the product is associated most closely with their online
buying behaviour financial status and education level
Consumersrsquo agreement with the statement that it was clear what procedure to follow
to receive a reimbursement or compensation is associated most closely with their age
online buying behaviour and with how many young children they have
71 A 71 A 69 A 72 B 71 AB 72 AB 71 AB 73 B 70 A
68 A 70 A 71 A 74 B 70 AB 72 A 71 A 71 A
70 A 71 A 71 A 72 A 68 A 74 A 70 A 72 A
73 71 A 69 A 69 A 72 AB 71 AB 72 B
Retired
Online buying behaviour Childrenq7d_5 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_5 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what procedure to follow to return replace or dispose of the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
63 A 64 A 61 A 64 BC 62 AB 67 C 64 AB 65 B 62 A
62 AB 63 AB 64 AB 65 B 56 A 64 AB 64 B 62 A
62 A 62 A 63 A 67 B 63 AB 65 AB 69 B 64 AB
65 A 64 A 61 61 66 A 64 A 65 A
Retired
Online buying behaviour Childrenq7d_6 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_6 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what procedure to follow to receive a reimbursement or compensation
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 45
Consumersrsquo agreement with the statement that the communication was easy to access
and visible is associated most closely with their financial status gender and with how
many young children they have
Consumersrsquo agreement with the statement that minimum effort required on their part
is an important factor in their decision to register when buying a product is associated
most closely with their education level occupation and financial status
73 75 73 A 74 A 76 A 74 A 75 A 75 A 73 A
73 AB 72 A 75 B 77 66 A 74 A 75 A 74 A
74 A 73 A 75 A 75 A 74 A 72 A 73 A 73 A
75 A 74 A 73 A 73 A 75 AB 74 AB 75 B
Retired
Online buying behaviour Childrenq7d_7 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_7 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - The communication was easy to access and visible
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
75 A 77 A 78 B 76 AB 74 AB 73 A 81 75 A 75 A
79 BC 75 ABC 75 AB 78 C 68 A 76 A 75 A 76 A
73 B 75 BC 77 BC 76 BC 65 A 76 BC 71 ABC 78 C
77 A 75 A 74 A 75 A 75 A 74 A 77 A
Retired
Online buying behaviour Children q10_1 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q10_1 - How important are the following factors in your decision to register your contact details when buying a product - There is minimum
effort required on my part
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 46
Consumersrsquo agreement with the statement that receiving an incentive such as a
voucher discount or gift is an important factor in their decision to register when
buying a product is associated most closely with their financial status education level
and age
55 A 57 A 61 56 A 53 A 51 A 63 54 A 57 A
65 B 59 B 55 A 53 A 47 A 56 A 57 A 56 A
54 A 56 A 53 A 61 B 56 AB 58 AB 59 AB 58 AB
55 A 57 A 57 A 56 A 60 A 55 A 56 A
2018
q10_2 - How important are the following factors in your decision to register your contact details when buying a product - I receive an
incentive such as a voucher discount or gift
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_2 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 30
Consumersrsquo agreement with the statement that it is the responsibility of the seller to
inform consumers who purchased the product about the risk it poses is associated
most closely with their online buying behaviour their education level and their
occupation
Consumersrsquo agreement with the statement that consumers who learn about a recall
notice about a product they have purchased should act immediately is associated most
closely with their education level gender and financial status
884 A 883 A 891 A 885 A 882 A 866 A 909 A 898 A 867
870 AB 896 B 890 B 852 A 871 AB 881 A 884 A 885 A
876 ABC 894 BC 866 A 890 BC 845 AB 913 C 893 ABC 904 C
877 A 871 A 913 881 A 866 A 878 A 890 A
Retired
Online buying behaviour Children
q8b_2 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_2 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - It is the responsibility of the seller to inform consumers who purchased the product about the risks it poses
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
914 933 918 A 917 A 930 A 939 A 946 A 936 A 909
949 C 932 BC 926 B 895 A 918 ABC 919 A 929 A 920 A
923 A 917 A 920 A 926 A 927 A 919 A 946 A 926 A
926 A 918 A 929 A 908 A 914 AB 925 AB 937 B
Retired
Online buying behaviour Children
q8b_3 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_3 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - Consumers who learn about a recall notice about a product they have purchased should take action immediately
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 31
Consumersrsquo agreement with the statement that it is important for them to pay
attention to product recalls is associated most closely with their gender how many
young children they have and their age
72 Product registration
Consumersrsquo awareness that by registering a product they can be contacted directly in
case there is a problem with this product is associated most closely with their gender
their online buying behaviour and their education level
931 948 928 A 940 AB 939 A 958 B 943 AB 948 B 931 A
931 AB 938 AB 947 B 929 A 890 AB 941 A 941 A 936 A
932 A 943 A 946 A 942 A 932 A 938 A 927 A 931 A
939 A 935 A 948 A 926 A 934 A 930 A 956
Retired
Online buying behaviour Children
q8b_4 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_4 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - It is important for consumers to pay attention to product recalls
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
458 340 377 AB 418 C 413 BC 371 A 342 400 A 405 A
387 AB 389 A 390 A 434 B 413 AB 403 A 405 A 383 A
440 C 438 C 409 BC 381 AB 335 A 352 A 347 AB 385 AB
457 408 317 381 A 428 B 381 AB 410 AB
Retired
Online buying behaviour Children
q9a - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q9a - Did you know that by registering a product you can be contacted directly in case there is a problem with that product - Yes I did
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 32
Registering a product in order to be contacted in case of problems with a product is
associated most closely with consumersrsquo online buying behaviour their financial status
and their age
Consumersrsquo agreement with the statement that allowing the seller or manufacturer to
inform them about potential issues with the product is an important factor in their
decision to register a product is associated most closely with their financial status
710 A 716 A 721 AB 684 A 713 AB 774 B 746 A 705 A 714 A
815 B 709 A 701 A 709 A 768 AB 710 A 704 A 725 A
722 AB 729 AB 687 A 747 B 736 AB 697 AB 681 AB 721 AB
679 A 711 A 780 710 A 697 A 709 A 719 A
Retired
Online buying behaviour Children q9b - base EU28
respondents that know you
can be contacted in case
there is a problem with a
product after you registered
the product (N=8665)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q9b - And do you usually register the product so you can be contacted in case of problems with that product - Yes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
85 A 86 A 85 A 86 A 86 A 84 A 85 A 86 A 85 A
86 AB 84 A 86 AB 86 B 84 AB 85 A 86 A 86 A
85 A 86 A 85 A 87 A 83 A 84 A 85 A 87 A
86 A 86 A 85 A 85 A 84 A 86 A 86 A
2018
q10_3 - How important are the following factors in your decision to register your contact details when buying a product - Registration will
allow the seller or manufacturer to inform me about potential issues with the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_3 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 33
Consumersrsquo agreement with the statement that knowing that their data will not be
used for marketing purposes is an important factor in their decision to register a
product is associated most closely with their gender online buying behaviour and
education level
Consumersrsquo agreement with the statement that having trust in the brand or the seller
is an important factor in their decision to register a product is associated most closely
with their financial situation
83 87 85 AB 86 B 83 A 84 AB 81 A 86 B 84 AB
88 B 83 A 84 A 86 AB 83 AB 85 A 85 A 85 A
85 A 84 A 86 A 84 A 84 A 86 A 81 A 83 A
85 A 86 A 81 83 A 85 AB 83 A 86 B
2018
q10_4 - How important are the following factors in your decision to register your contact details when buying a product - I know my data
such as email address will not be used for marketing purposes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_4 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
80 A 81 A 81 A 82 A 80 A 79 A 82 A 81 A 80 A
81 AB 79 A 81 B 82 B 76 AB 80 A 81 A 80 A
80 A 82 A 81 A 80 A 77 A 81 A 77 A 82 A
81 A 81 A 78 A 81 A 79 A 80 A 81 A
2018
q10_5 - How important are the following factors in your decision to register your contact details when buying a product - I trust the brand or
seller
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_5 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 34
Consumersrsquo agreement with the statement that the product being expensive is an
important factor in their decision to register a product is associated most closely with
how many young children they have their financial situation and education level
73 Exposure to product recalls
Consumersrsquo exposure to product recall notices is associated most closely with their
online buying behaviour education level and occupation
69 A 70 A 71 A 68 A 69 A 69 A 70 AB 67 A 71 B
75 B 71 AB 68 A 69 A 66 AB 69 A 70 A 70 A
69 AB 70 AB 67 A 71 B 64 A 71 AB 70 AB 71 AB
69 A 70 A 69 A 69 A 71 AB 73 B 68 A
2018
q10_6 - How important are the following factors in your decision to register your contact details when buying a product - The product is
expensive
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_6 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
590 547 535 A 610 B 602 B 506 A 449 562 599
510 A 542 A 586 B 601 B 486 A 575 A 575 A 554 A
593 DE 602 DE 618 E 512 B 481 AB 520 ABC 446 A 564 CD
642 585 470 553 A 534 A 553 A 589
Retired
Online buying behaviour Children
q6 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q6 - Apart from the Ikea furniture and Samsung phone examples in the past 2 years have you seen or heard any other information notices
ads or announcements concerning the recall of a specific product - Yes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 35
Consumersrsquo exposure to product recalls for products they had purchased themselves is
associated most closely with their online buying behaviour gender and education
level
Consumersrsquo likelihood to have seen or heard information about product recalls in the
last 2 years is associated most closely with their gender age and education level
144 107 116 AB 142 C 135 BC 88 A 79 131 A 126 A
108 AB 121 ABC 122 B 147 C 84 A 133 B 128 AB 112 A
139 B 135 AB 135 B 96 A 95 AB 107 AB 92 A 129 AB
146 A 133 A 81 111 A 132 AB 123 AB 135 B
Retired
Online buying behaviour Children
q11 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q11 - In the last 2 years have you seen or received any notice or request to return a product you had purchased yourself - Yes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
846 741 727 822 A 819 A 802 A 743 800 A 796 A
730 A 776 AB 802 BC 824 C 753 ABC 819 B 778 A 792 AB
786 AB 788 AB 820 B 779 A 747 A 782 AB 788 AB 784 AB
811 B 781 A 796 AB 791 AB 750 A 778 AB 810 B
Retired
Online buying behaviour Childrenq7a_1 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7a_1 - In the last 2 years for which of the following product categories did you see or hear information about product recalls - Cars or other
motor vehicles
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 36
Consumersrsquo preference of receiving information about recalls of products they have
purchased via traditional press or media is associated most closely with their financial
status gender and age
Consumersrsquo preference of receiving information about recalls of products they have
purchased via online media is associated most closely with their age online buying
behaviour and with how many young children they have
809 842 787 839 A 838 A 842 A 786 A 839 820 A
798 A 841 B 840 B 780 A 755 A 831 A 822 A 823 A
814 ABC 808 ABC 843 D 815 BC 764 A 846 CD 772 AB 842 CD
801 831 A 842 A 828 A 816 A 816 A 828 A
Retired
Online buying behaviour Children
q18_1 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q18_1 - How would you prefer to receive information about recalls of products you have purchased - Traditional press or media
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
630 A 624 A 728 645 600 508 622 AB 640 B 615 A
597 A 635 A 632 A 615 A 602 A 623 A 635 A 620 A
629 ABC 656 C 646 C 643 BC 649 ABC 595 AB 643 ABC 587 A
686 654 532 627 A 672 B 642 AB 616 A
Retired
Online buying behaviour Children
q18_2 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q18_2 - How would you prefer to receive information about recalls of products you have purchased - Online media
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 37
Consumersrsquo preference to receive information about recalls of products they have
purchased directly is associated most closely with their online buying behaviour
gender and occupation
74 Consumer responses to product recalls
Consumersrsquo likelihood to check if a recall notice concerned a product they owned is
associated most closely with their online buying behaviour financial situation and
occupation
850 832 854 A 849 A 837 A 815 A 841 A 839 A 842 A
844 A 844 A 839 A 843 A 783 A 844 A 844 A 833 A
838 AB 871 B 846 AB 822 A 832 AB 838 AB 805 A 841 AB
877 835 A 813 A 835 A 809 A 843 A 848 A
Retired
Online buying behaviour Children
q18_6 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q18_6 - How would you prefer to receive information about recalls of products you have purchased - Directly
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
778 A 771 A 781 A 779 A 760 A 772 A 735 A 785 A 771 A
706 A 763 AB 792 C 771 BC 695 AB 780 A 772 A 771 A
768 AB 803 BC 817 C 723 A 717 A 760 ABC 774 ABC 742 A
812 765 A 735 A 760 A 782 A 798 A 776 A
2018
q7crow1_1 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You checked to see if it concerned a product you owned
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow1_1 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 38
Consumersrsquo likelihood to take no action even though they owned a recalled product is
associated most closely with their education level gender and financial status
Consumersrsquo likelihood to follow the instructions of the recall notice to send back the
product or contact the manufacturer or the seller is associated most closely with the
degree of urbanisation and their occupation
166 117 219 B 136 AB 122 AB 104 A 283 119 A 140 A
154 AB 163 B 138 B 130 B 56 A 136 A 142 A 145 A
136 ABC 131 ABC 111 AB 157 ABC 134 ABC 235 C 75 A 185 BC
136 A 141 A 152 A 132 A 113 A 140 A 154 A
2018
q7crow3_3 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You took no action even though you owned the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow3_3 - base EU28
respondents who have seen
or heard about product
recalls (N=2631)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
774 A 742 A 751 A 746 A 773 A 777 A 761 A 759 A 756 A
759 A 774 A 740 A 797 A 650 A 790 B 763 AB 719 A
796 A 835 A 770 A 735 A 651 A 743 A 651 A 703 A
770 A 760 A 730 A 721 A 797 A 742 A 780 A
2018
q7crow4_4 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You owned the product and followed the instructions of the recall notice to send back the product or
contact the manufacturerseller
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow4_4 - base EU28
respondents who have seen
or heard about product
recalls (N=2174)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 39
Consumersrsquo likelihood to tell other people about a product recall is associated most
closely with their financial status gender and age
75 Drivers of consumer actions
Consumersrsquo agreement with the statement that they would have taken action if the
potential danger was more clearly communicated and seemed serious is associated
most closely with how many young children they have and with their occupation
601 631 654 B 597 A 594 A 626 AB 636 AB 646 B 591 A
641 BC 676 C 622 B 524 A 551 AB 605 A 627 A 612 A
593 AB 639 AB 639 B 644 B 561 AB 548 A 604 AB 585 AB
619 AB 601 A 642 B 600 AB 588 AB 589 A 640 B
2018
q7crow5_5 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You told other people about it
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow5_5 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
894 A 906 A 884 A 901 A 904 A 917 A 915 A 912 A 891 A
920 A 902 A 903 A 890 A 862 A 908 A 901 A 892 A
876 A 915 AB 892 A 927 B 894 AB 924 AB 945 B 898 AB
901 A 895 A 912 A 911 AB 928 B 875 A 892 AB
Retired
Online buying behaviour Children q7cx1_1 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_1 - What would have made you take some action - If the potential danger was more clearly communicated and seemed serious
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 40
Consumersrsquo agreement with the statement that they would have taken action if the
specific action to take was more clearly communicated is associated most closely with
their financial status online buying behaviour and occupation
Consumersrsquo agreement with the statement that they would have taken action if the
product was expensive or valuable is associated most closely with their education
level age and financial status
836 A 852 A 832 AB 831 A 851 AB 883 B 849 A 858 A 834 A
866 AB 870 B 845 AB 812 A 761 A 841 A 834 A 857 A
841 AB 869 AB 838 AB 877 B 819 AB 862 AB 833 AB 822 A
842 AB 834 A 872 B 854 A 803 A 824 A 850 A
Retired
Online buying behaviour Children q7cx1_2 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_2 - What would have made you take some action - If the specific action to take was more clearly communicated
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
733 A 744 A 788 B 713 A 736 AB 724 AB 810 A 760 A 715
771 AB 773 B 733 A 701 A 713 AB 748 A 737 A 732 A
726 A 727 A 727 A 745 A 770 A 755 A 778 A 755 A
756 A 724 A 742 A 727 A 731 A 729 A 751 A
Retired
Online buying behaviour Children q7cx1_3 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_3 - What would have made you take some action - If the product was expensivevaluable
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 41
Consumersrsquo agreement with the statement that they would have taken action if they
knew someone who owned the product is associated most closely with their online
buying behaviour gender and occupation
Consumersrsquo agreement with the statement that they would have taken action if they
owned the product themselves is associated most closely with their financial status
their online buying behaviour and occupation
916 936 929 A 923 A 917 A 935 A 905 A 918 A 934 A
932 AB 923 AB 931 AB 910 A 955 B 918 A 931 A 927 A
928 AB 898 A 941 B 943 B 904 AB 882 AB 954 B 910 AB
951 911 A 917 A 915 A 894 A 920 A 938 A
Retired
Online buying behaviour Children q7cx1_4 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_4 - What would have made you take some action - If I knew someone who owned the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
976 A 983 A 983 A 979 A 974 A 980 A 981 A 983 A 977 A
989 BC 976 A 982 AB 973 A 995 C 980 A 979 A 979 A
975 AB 986 B 985 B 960 A 971 AB 981 AB 990 B 981 AB
986 B 973 A 981 AB 981 A 968 A 980 A 980 A
Retired
Online buying behaviour Children q7cx1_5 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10507)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_5 - What would have made you take some action - If I owned the product myself
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 42
Consumersrsquo agreement with the statement that it was clear which specific product was
recalled is associated most closely with their online buying behaviour
Consumersrsquo agreement with the statement that it was clear where the product has
been sold is associated most closely with their financial status and occupation
85 A 85 A 85 A 85 A 85 A 84 A 83 A 85 A 85 A
83 A 84 A 85 A 85 A 83 A 84 A 85 A 85 A
84 A 85 A 85 A 85 A 85 A 84 A 84 A 85 A
86 A 85 A 83 84 A 84 A 85 A 86 A
Retired
Online buying behaviour Childrenq7d_1 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_1 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear which specific product was recalled
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
74 A 75 A 76 A 75 A 74 A 73 A 73 A 76 A 74 A
73 A 73 A 75 AB 77 B 72 AB 75 A 75 A 74 A
74 A 73 A 75 AB 77 B 73 AB 72 A 74 AB 76 AB
74 A 75 A 75 A 74 A 74 A 75 A 75 A
Retired
Online buying behaviour Childrenq7d_2 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_2 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear where the product had been sold
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 43
Consumersrsquo agreement with the statement that it was clear what specific danger was
posed by the product is associated most closely with their age occupation and online
buying behaviour
Consumersrsquo agreement with the statement that it was clear who to contact for more
information is associated most closely with their online buying behaviour financial
status and with how many young children they have
79 A 80 A 79 AB 78 A 79 A 83 B 78 A 80 A 79 A
77 A 78 A 80 A 80 A 78 A 79 A 79 A 80 A
80 BC 77 A 80 BC 81 BC 78 ABC 80 ABC 83 C 78 AB
79 AB 80 B 78 A 78 A 79 A 80 A 80 A
Retired
Online buying behaviour Childrenq7d_3 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_3 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what specific danger was posed by the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
71 A 70 A 70 A 71 A 70 A 72 A 70 A 71 A 71 A
70 AB 69 A 71 AB 73 B 70 AB 71 A 71 A 71 A
71 AB 70 AB 70 A 73 B 68 AB 72 AB 72 AB 71 AB
72 B 71 AB 69 A 69 A 71 AB 73 B 72 B
Retired
Online buying behaviour Childrenq7d_4 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_4 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear who to contact for more information
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 44
Consumersrsquo agreement with the statement that it was clear what procedure to follow
to return replace or dispose of the product is associated most closely with their online
buying behaviour financial status and education level
Consumersrsquo agreement with the statement that it was clear what procedure to follow
to receive a reimbursement or compensation is associated most closely with their age
online buying behaviour and with how many young children they have
71 A 71 A 69 A 72 B 71 AB 72 AB 71 AB 73 B 70 A
68 A 70 A 71 A 74 B 70 AB 72 A 71 A 71 A
70 A 71 A 71 A 72 A 68 A 74 A 70 A 72 A
73 71 A 69 A 69 A 72 AB 71 AB 72 B
Retired
Online buying behaviour Childrenq7d_5 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_5 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what procedure to follow to return replace or dispose of the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
63 A 64 A 61 A 64 BC 62 AB 67 C 64 AB 65 B 62 A
62 AB 63 AB 64 AB 65 B 56 A 64 AB 64 B 62 A
62 A 62 A 63 A 67 B 63 AB 65 AB 69 B 64 AB
65 A 64 A 61 61 66 A 64 A 65 A
Retired
Online buying behaviour Childrenq7d_6 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_6 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what procedure to follow to receive a reimbursement or compensation
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 45
Consumersrsquo agreement with the statement that the communication was easy to access
and visible is associated most closely with their financial status gender and with how
many young children they have
Consumersrsquo agreement with the statement that minimum effort required on their part
is an important factor in their decision to register when buying a product is associated
most closely with their education level occupation and financial status
73 75 73 A 74 A 76 A 74 A 75 A 75 A 73 A
73 AB 72 A 75 B 77 66 A 74 A 75 A 74 A
74 A 73 A 75 A 75 A 74 A 72 A 73 A 73 A
75 A 74 A 73 A 73 A 75 AB 74 AB 75 B
Retired
Online buying behaviour Childrenq7d_7 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_7 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - The communication was easy to access and visible
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
75 A 77 A 78 B 76 AB 74 AB 73 A 81 75 A 75 A
79 BC 75 ABC 75 AB 78 C 68 A 76 A 75 A 76 A
73 B 75 BC 77 BC 76 BC 65 A 76 BC 71 ABC 78 C
77 A 75 A 74 A 75 A 75 A 74 A 77 A
Retired
Online buying behaviour Children q10_1 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q10_1 - How important are the following factors in your decision to register your contact details when buying a product - There is minimum
effort required on my part
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 46
Consumersrsquo agreement with the statement that receiving an incentive such as a
voucher discount or gift is an important factor in their decision to register when
buying a product is associated most closely with their financial status education level
and age
55 A 57 A 61 56 A 53 A 51 A 63 54 A 57 A
65 B 59 B 55 A 53 A 47 A 56 A 57 A 56 A
54 A 56 A 53 A 61 B 56 AB 58 AB 59 AB 58 AB
55 A 57 A 57 A 56 A 60 A 55 A 56 A
2018
q10_2 - How important are the following factors in your decision to register your contact details when buying a product - I receive an
incentive such as a voucher discount or gift
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_2 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 31
Consumersrsquo agreement with the statement that it is important for them to pay
attention to product recalls is associated most closely with their gender how many
young children they have and their age
72 Product registration
Consumersrsquo awareness that by registering a product they can be contacted directly in
case there is a problem with this product is associated most closely with their gender
their online buying behaviour and their education level
931 948 928 A 940 AB 939 A 958 B 943 AB 948 B 931 A
931 AB 938 AB 947 B 929 A 890 AB 941 A 941 A 936 A
932 A 943 A 946 A 942 A 932 A 938 A 927 A 931 A
939 A 935 A 948 A 926 A 934 A 930 A 956
Retired
Online buying behaviour Children
q8b_4 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q8b_4 - Considering [two real-life] examples of recalls please state whether you agree or disagree with the following statements about
product recalls - It is important for consumers to pay attention to product recalls
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
458 340 377 AB 418 C 413 BC 371 A 342 400 A 405 A
387 AB 389 A 390 A 434 B 413 AB 403 A 405 A 383 A
440 C 438 C 409 BC 381 AB 335 A 352 A 347 AB 385 AB
457 408 317 381 A 428 B 381 AB 410 AB
Retired
Online buying behaviour Children
q9a - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q9a - Did you know that by registering a product you can be contacted directly in case there is a problem with that product - Yes I did
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 32
Registering a product in order to be contacted in case of problems with a product is
associated most closely with consumersrsquo online buying behaviour their financial status
and their age
Consumersrsquo agreement with the statement that allowing the seller or manufacturer to
inform them about potential issues with the product is an important factor in their
decision to register a product is associated most closely with their financial status
710 A 716 A 721 AB 684 A 713 AB 774 B 746 A 705 A 714 A
815 B 709 A 701 A 709 A 768 AB 710 A 704 A 725 A
722 AB 729 AB 687 A 747 B 736 AB 697 AB 681 AB 721 AB
679 A 711 A 780 710 A 697 A 709 A 719 A
Retired
Online buying behaviour Children q9b - base EU28
respondents that know you
can be contacted in case
there is a problem with a
product after you registered
the product (N=8665)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q9b - And do you usually register the product so you can be contacted in case of problems with that product - Yes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
85 A 86 A 85 A 86 A 86 A 84 A 85 A 86 A 85 A
86 AB 84 A 86 AB 86 B 84 AB 85 A 86 A 86 A
85 A 86 A 85 A 87 A 83 A 84 A 85 A 87 A
86 A 86 A 85 A 85 A 84 A 86 A 86 A
2018
q10_3 - How important are the following factors in your decision to register your contact details when buying a product - Registration will
allow the seller or manufacturer to inform me about potential issues with the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_3 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 33
Consumersrsquo agreement with the statement that knowing that their data will not be
used for marketing purposes is an important factor in their decision to register a
product is associated most closely with their gender online buying behaviour and
education level
Consumersrsquo agreement with the statement that having trust in the brand or the seller
is an important factor in their decision to register a product is associated most closely
with their financial situation
83 87 85 AB 86 B 83 A 84 AB 81 A 86 B 84 AB
88 B 83 A 84 A 86 AB 83 AB 85 A 85 A 85 A
85 A 84 A 86 A 84 A 84 A 86 A 81 A 83 A
85 A 86 A 81 83 A 85 AB 83 A 86 B
2018
q10_4 - How important are the following factors in your decision to register your contact details when buying a product - I know my data
such as email address will not be used for marketing purposes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_4 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
80 A 81 A 81 A 82 A 80 A 79 A 82 A 81 A 80 A
81 AB 79 A 81 B 82 B 76 AB 80 A 81 A 80 A
80 A 82 A 81 A 80 A 77 A 81 A 77 A 82 A
81 A 81 A 78 A 81 A 79 A 80 A 81 A
2018
q10_5 - How important are the following factors in your decision to register your contact details when buying a product - I trust the brand or
seller
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_5 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 34
Consumersrsquo agreement with the statement that the product being expensive is an
important factor in their decision to register a product is associated most closely with
how many young children they have their financial situation and education level
73 Exposure to product recalls
Consumersrsquo exposure to product recall notices is associated most closely with their
online buying behaviour education level and occupation
69 A 70 A 71 A 68 A 69 A 69 A 70 AB 67 A 71 B
75 B 71 AB 68 A 69 A 66 AB 69 A 70 A 70 A
69 AB 70 AB 67 A 71 B 64 A 71 AB 70 AB 71 AB
69 A 70 A 69 A 69 A 71 AB 73 B 68 A
2018
q10_6 - How important are the following factors in your decision to register your contact details when buying a product - The product is
expensive
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_6 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
590 547 535 A 610 B 602 B 506 A 449 562 599
510 A 542 A 586 B 601 B 486 A 575 A 575 A 554 A
593 DE 602 DE 618 E 512 B 481 AB 520 ABC 446 A 564 CD
642 585 470 553 A 534 A 553 A 589
Retired
Online buying behaviour Children
q6 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q6 - Apart from the Ikea furniture and Samsung phone examples in the past 2 years have you seen or heard any other information notices
ads or announcements concerning the recall of a specific product - Yes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 35
Consumersrsquo exposure to product recalls for products they had purchased themselves is
associated most closely with their online buying behaviour gender and education
level
Consumersrsquo likelihood to have seen or heard information about product recalls in the
last 2 years is associated most closely with their gender age and education level
144 107 116 AB 142 C 135 BC 88 A 79 131 A 126 A
108 AB 121 ABC 122 B 147 C 84 A 133 B 128 AB 112 A
139 B 135 AB 135 B 96 A 95 AB 107 AB 92 A 129 AB
146 A 133 A 81 111 A 132 AB 123 AB 135 B
Retired
Online buying behaviour Children
q11 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q11 - In the last 2 years have you seen or received any notice or request to return a product you had purchased yourself - Yes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
846 741 727 822 A 819 A 802 A 743 800 A 796 A
730 A 776 AB 802 BC 824 C 753 ABC 819 B 778 A 792 AB
786 AB 788 AB 820 B 779 A 747 A 782 AB 788 AB 784 AB
811 B 781 A 796 AB 791 AB 750 A 778 AB 810 B
Retired
Online buying behaviour Childrenq7a_1 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7a_1 - In the last 2 years for which of the following product categories did you see or hear information about product recalls - Cars or other
motor vehicles
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 36
Consumersrsquo preference of receiving information about recalls of products they have
purchased via traditional press or media is associated most closely with their financial
status gender and age
Consumersrsquo preference of receiving information about recalls of products they have
purchased via online media is associated most closely with their age online buying
behaviour and with how many young children they have
809 842 787 839 A 838 A 842 A 786 A 839 820 A
798 A 841 B 840 B 780 A 755 A 831 A 822 A 823 A
814 ABC 808 ABC 843 D 815 BC 764 A 846 CD 772 AB 842 CD
801 831 A 842 A 828 A 816 A 816 A 828 A
Retired
Online buying behaviour Children
q18_1 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q18_1 - How would you prefer to receive information about recalls of products you have purchased - Traditional press or media
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
630 A 624 A 728 645 600 508 622 AB 640 B 615 A
597 A 635 A 632 A 615 A 602 A 623 A 635 A 620 A
629 ABC 656 C 646 C 643 BC 649 ABC 595 AB 643 ABC 587 A
686 654 532 627 A 672 B 642 AB 616 A
Retired
Online buying behaviour Children
q18_2 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q18_2 - How would you prefer to receive information about recalls of products you have purchased - Online media
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 37
Consumersrsquo preference to receive information about recalls of products they have
purchased directly is associated most closely with their online buying behaviour
gender and occupation
74 Consumer responses to product recalls
Consumersrsquo likelihood to check if a recall notice concerned a product they owned is
associated most closely with their online buying behaviour financial situation and
occupation
850 832 854 A 849 A 837 A 815 A 841 A 839 A 842 A
844 A 844 A 839 A 843 A 783 A 844 A 844 A 833 A
838 AB 871 B 846 AB 822 A 832 AB 838 AB 805 A 841 AB
877 835 A 813 A 835 A 809 A 843 A 848 A
Retired
Online buying behaviour Children
q18_6 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q18_6 - How would you prefer to receive information about recalls of products you have purchased - Directly
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
778 A 771 A 781 A 779 A 760 A 772 A 735 A 785 A 771 A
706 A 763 AB 792 C 771 BC 695 AB 780 A 772 A 771 A
768 AB 803 BC 817 C 723 A 717 A 760 ABC 774 ABC 742 A
812 765 A 735 A 760 A 782 A 798 A 776 A
2018
q7crow1_1 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You checked to see if it concerned a product you owned
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow1_1 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 38
Consumersrsquo likelihood to take no action even though they owned a recalled product is
associated most closely with their education level gender and financial status
Consumersrsquo likelihood to follow the instructions of the recall notice to send back the
product or contact the manufacturer or the seller is associated most closely with the
degree of urbanisation and their occupation
166 117 219 B 136 AB 122 AB 104 A 283 119 A 140 A
154 AB 163 B 138 B 130 B 56 A 136 A 142 A 145 A
136 ABC 131 ABC 111 AB 157 ABC 134 ABC 235 C 75 A 185 BC
136 A 141 A 152 A 132 A 113 A 140 A 154 A
2018
q7crow3_3 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You took no action even though you owned the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow3_3 - base EU28
respondents who have seen
or heard about product
recalls (N=2631)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
774 A 742 A 751 A 746 A 773 A 777 A 761 A 759 A 756 A
759 A 774 A 740 A 797 A 650 A 790 B 763 AB 719 A
796 A 835 A 770 A 735 A 651 A 743 A 651 A 703 A
770 A 760 A 730 A 721 A 797 A 742 A 780 A
2018
q7crow4_4 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You owned the product and followed the instructions of the recall notice to send back the product or
contact the manufacturerseller
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow4_4 - base EU28
respondents who have seen
or heard about product
recalls (N=2174)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 39
Consumersrsquo likelihood to tell other people about a product recall is associated most
closely with their financial status gender and age
75 Drivers of consumer actions
Consumersrsquo agreement with the statement that they would have taken action if the
potential danger was more clearly communicated and seemed serious is associated
most closely with how many young children they have and with their occupation
601 631 654 B 597 A 594 A 626 AB 636 AB 646 B 591 A
641 BC 676 C 622 B 524 A 551 AB 605 A 627 A 612 A
593 AB 639 AB 639 B 644 B 561 AB 548 A 604 AB 585 AB
619 AB 601 A 642 B 600 AB 588 AB 589 A 640 B
2018
q7crow5_5 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You told other people about it
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow5_5 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
894 A 906 A 884 A 901 A 904 A 917 A 915 A 912 A 891 A
920 A 902 A 903 A 890 A 862 A 908 A 901 A 892 A
876 A 915 AB 892 A 927 B 894 AB 924 AB 945 B 898 AB
901 A 895 A 912 A 911 AB 928 B 875 A 892 AB
Retired
Online buying behaviour Children q7cx1_1 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_1 - What would have made you take some action - If the potential danger was more clearly communicated and seemed serious
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 40
Consumersrsquo agreement with the statement that they would have taken action if the
specific action to take was more clearly communicated is associated most closely with
their financial status online buying behaviour and occupation
Consumersrsquo agreement with the statement that they would have taken action if the
product was expensive or valuable is associated most closely with their education
level age and financial status
836 A 852 A 832 AB 831 A 851 AB 883 B 849 A 858 A 834 A
866 AB 870 B 845 AB 812 A 761 A 841 A 834 A 857 A
841 AB 869 AB 838 AB 877 B 819 AB 862 AB 833 AB 822 A
842 AB 834 A 872 B 854 A 803 A 824 A 850 A
Retired
Online buying behaviour Children q7cx1_2 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_2 - What would have made you take some action - If the specific action to take was more clearly communicated
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
733 A 744 A 788 B 713 A 736 AB 724 AB 810 A 760 A 715
771 AB 773 B 733 A 701 A 713 AB 748 A 737 A 732 A
726 A 727 A 727 A 745 A 770 A 755 A 778 A 755 A
756 A 724 A 742 A 727 A 731 A 729 A 751 A
Retired
Online buying behaviour Children q7cx1_3 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_3 - What would have made you take some action - If the product was expensivevaluable
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 41
Consumersrsquo agreement with the statement that they would have taken action if they
knew someone who owned the product is associated most closely with their online
buying behaviour gender and occupation
Consumersrsquo agreement with the statement that they would have taken action if they
owned the product themselves is associated most closely with their financial status
their online buying behaviour and occupation
916 936 929 A 923 A 917 A 935 A 905 A 918 A 934 A
932 AB 923 AB 931 AB 910 A 955 B 918 A 931 A 927 A
928 AB 898 A 941 B 943 B 904 AB 882 AB 954 B 910 AB
951 911 A 917 A 915 A 894 A 920 A 938 A
Retired
Online buying behaviour Children q7cx1_4 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_4 - What would have made you take some action - If I knew someone who owned the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
976 A 983 A 983 A 979 A 974 A 980 A 981 A 983 A 977 A
989 BC 976 A 982 AB 973 A 995 C 980 A 979 A 979 A
975 AB 986 B 985 B 960 A 971 AB 981 AB 990 B 981 AB
986 B 973 A 981 AB 981 A 968 A 980 A 980 A
Retired
Online buying behaviour Children q7cx1_5 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10507)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_5 - What would have made you take some action - If I owned the product myself
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 42
Consumersrsquo agreement with the statement that it was clear which specific product was
recalled is associated most closely with their online buying behaviour
Consumersrsquo agreement with the statement that it was clear where the product has
been sold is associated most closely with their financial status and occupation
85 A 85 A 85 A 85 A 85 A 84 A 83 A 85 A 85 A
83 A 84 A 85 A 85 A 83 A 84 A 85 A 85 A
84 A 85 A 85 A 85 A 85 A 84 A 84 A 85 A
86 A 85 A 83 84 A 84 A 85 A 86 A
Retired
Online buying behaviour Childrenq7d_1 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_1 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear which specific product was recalled
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
74 A 75 A 76 A 75 A 74 A 73 A 73 A 76 A 74 A
73 A 73 A 75 AB 77 B 72 AB 75 A 75 A 74 A
74 A 73 A 75 AB 77 B 73 AB 72 A 74 AB 76 AB
74 A 75 A 75 A 74 A 74 A 75 A 75 A
Retired
Online buying behaviour Childrenq7d_2 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_2 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear where the product had been sold
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 43
Consumersrsquo agreement with the statement that it was clear what specific danger was
posed by the product is associated most closely with their age occupation and online
buying behaviour
Consumersrsquo agreement with the statement that it was clear who to contact for more
information is associated most closely with their online buying behaviour financial
status and with how many young children they have
79 A 80 A 79 AB 78 A 79 A 83 B 78 A 80 A 79 A
77 A 78 A 80 A 80 A 78 A 79 A 79 A 80 A
80 BC 77 A 80 BC 81 BC 78 ABC 80 ABC 83 C 78 AB
79 AB 80 B 78 A 78 A 79 A 80 A 80 A
Retired
Online buying behaviour Childrenq7d_3 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_3 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what specific danger was posed by the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
71 A 70 A 70 A 71 A 70 A 72 A 70 A 71 A 71 A
70 AB 69 A 71 AB 73 B 70 AB 71 A 71 A 71 A
71 AB 70 AB 70 A 73 B 68 AB 72 AB 72 AB 71 AB
72 B 71 AB 69 A 69 A 71 AB 73 B 72 B
Retired
Online buying behaviour Childrenq7d_4 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_4 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear who to contact for more information
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 44
Consumersrsquo agreement with the statement that it was clear what procedure to follow
to return replace or dispose of the product is associated most closely with their online
buying behaviour financial status and education level
Consumersrsquo agreement with the statement that it was clear what procedure to follow
to receive a reimbursement or compensation is associated most closely with their age
online buying behaviour and with how many young children they have
71 A 71 A 69 A 72 B 71 AB 72 AB 71 AB 73 B 70 A
68 A 70 A 71 A 74 B 70 AB 72 A 71 A 71 A
70 A 71 A 71 A 72 A 68 A 74 A 70 A 72 A
73 71 A 69 A 69 A 72 AB 71 AB 72 B
Retired
Online buying behaviour Childrenq7d_5 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_5 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what procedure to follow to return replace or dispose of the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
63 A 64 A 61 A 64 BC 62 AB 67 C 64 AB 65 B 62 A
62 AB 63 AB 64 AB 65 B 56 A 64 AB 64 B 62 A
62 A 62 A 63 A 67 B 63 AB 65 AB 69 B 64 AB
65 A 64 A 61 61 66 A 64 A 65 A
Retired
Online buying behaviour Childrenq7d_6 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_6 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what procedure to follow to receive a reimbursement or compensation
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 45
Consumersrsquo agreement with the statement that the communication was easy to access
and visible is associated most closely with their financial status gender and with how
many young children they have
Consumersrsquo agreement with the statement that minimum effort required on their part
is an important factor in their decision to register when buying a product is associated
most closely with their education level occupation and financial status
73 75 73 A 74 A 76 A 74 A 75 A 75 A 73 A
73 AB 72 A 75 B 77 66 A 74 A 75 A 74 A
74 A 73 A 75 A 75 A 74 A 72 A 73 A 73 A
75 A 74 A 73 A 73 A 75 AB 74 AB 75 B
Retired
Online buying behaviour Childrenq7d_7 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_7 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - The communication was easy to access and visible
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
75 A 77 A 78 B 76 AB 74 AB 73 A 81 75 A 75 A
79 BC 75 ABC 75 AB 78 C 68 A 76 A 75 A 76 A
73 B 75 BC 77 BC 76 BC 65 A 76 BC 71 ABC 78 C
77 A 75 A 74 A 75 A 75 A 74 A 77 A
Retired
Online buying behaviour Children q10_1 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q10_1 - How important are the following factors in your decision to register your contact details when buying a product - There is minimum
effort required on my part
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 46
Consumersrsquo agreement with the statement that receiving an incentive such as a
voucher discount or gift is an important factor in their decision to register when
buying a product is associated most closely with their financial status education level
and age
55 A 57 A 61 56 A 53 A 51 A 63 54 A 57 A
65 B 59 B 55 A 53 A 47 A 56 A 57 A 56 A
54 A 56 A 53 A 61 B 56 AB 58 AB 59 AB 58 AB
55 A 57 A 57 A 56 A 60 A 55 A 56 A
2018
q10_2 - How important are the following factors in your decision to register your contact details when buying a product - I receive an
incentive such as a voucher discount or gift
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_2 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 32
Registering a product in order to be contacted in case of problems with a product is
associated most closely with consumersrsquo online buying behaviour their financial status
and their age
Consumersrsquo agreement with the statement that allowing the seller or manufacturer to
inform them about potential issues with the product is an important factor in their
decision to register a product is associated most closely with their financial status
710 A 716 A 721 AB 684 A 713 AB 774 B 746 A 705 A 714 A
815 B 709 A 701 A 709 A 768 AB 710 A 704 A 725 A
722 AB 729 AB 687 A 747 B 736 AB 697 AB 681 AB 721 AB
679 A 711 A 780 710 A 697 A 709 A 719 A
Retired
Online buying behaviour Children q9b - base EU28
respondents that know you
can be contacted in case
there is a problem with a
product after you registered
the product (N=8665)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q9b - And do you usually register the product so you can be contacted in case of problems with that product - Yes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
85 A 86 A 85 A 86 A 86 A 84 A 85 A 86 A 85 A
86 AB 84 A 86 AB 86 B 84 AB 85 A 86 A 86 A
85 A 86 A 85 A 87 A 83 A 84 A 85 A 87 A
86 A 86 A 85 A 85 A 84 A 86 A 86 A
2018
q10_3 - How important are the following factors in your decision to register your contact details when buying a product - Registration will
allow the seller or manufacturer to inform me about potential issues with the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_3 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 33
Consumersrsquo agreement with the statement that knowing that their data will not be
used for marketing purposes is an important factor in their decision to register a
product is associated most closely with their gender online buying behaviour and
education level
Consumersrsquo agreement with the statement that having trust in the brand or the seller
is an important factor in their decision to register a product is associated most closely
with their financial situation
83 87 85 AB 86 B 83 A 84 AB 81 A 86 B 84 AB
88 B 83 A 84 A 86 AB 83 AB 85 A 85 A 85 A
85 A 84 A 86 A 84 A 84 A 86 A 81 A 83 A
85 A 86 A 81 83 A 85 AB 83 A 86 B
2018
q10_4 - How important are the following factors in your decision to register your contact details when buying a product - I know my data
such as email address will not be used for marketing purposes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_4 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
80 A 81 A 81 A 82 A 80 A 79 A 82 A 81 A 80 A
81 AB 79 A 81 B 82 B 76 AB 80 A 81 A 80 A
80 A 82 A 81 A 80 A 77 A 81 A 77 A 82 A
81 A 81 A 78 A 81 A 79 A 80 A 81 A
2018
q10_5 - How important are the following factors in your decision to register your contact details when buying a product - I trust the brand or
seller
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_5 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 34
Consumersrsquo agreement with the statement that the product being expensive is an
important factor in their decision to register a product is associated most closely with
how many young children they have their financial situation and education level
73 Exposure to product recalls
Consumersrsquo exposure to product recall notices is associated most closely with their
online buying behaviour education level and occupation
69 A 70 A 71 A 68 A 69 A 69 A 70 AB 67 A 71 B
75 B 71 AB 68 A 69 A 66 AB 69 A 70 A 70 A
69 AB 70 AB 67 A 71 B 64 A 71 AB 70 AB 71 AB
69 A 70 A 69 A 69 A 71 AB 73 B 68 A
2018
q10_6 - How important are the following factors in your decision to register your contact details when buying a product - The product is
expensive
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_6 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
590 547 535 A 610 B 602 B 506 A 449 562 599
510 A 542 A 586 B 601 B 486 A 575 A 575 A 554 A
593 DE 602 DE 618 E 512 B 481 AB 520 ABC 446 A 564 CD
642 585 470 553 A 534 A 553 A 589
Retired
Online buying behaviour Children
q6 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q6 - Apart from the Ikea furniture and Samsung phone examples in the past 2 years have you seen or heard any other information notices
ads or announcements concerning the recall of a specific product - Yes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 35
Consumersrsquo exposure to product recalls for products they had purchased themselves is
associated most closely with their online buying behaviour gender and education
level
Consumersrsquo likelihood to have seen or heard information about product recalls in the
last 2 years is associated most closely with their gender age and education level
144 107 116 AB 142 C 135 BC 88 A 79 131 A 126 A
108 AB 121 ABC 122 B 147 C 84 A 133 B 128 AB 112 A
139 B 135 AB 135 B 96 A 95 AB 107 AB 92 A 129 AB
146 A 133 A 81 111 A 132 AB 123 AB 135 B
Retired
Online buying behaviour Children
q11 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q11 - In the last 2 years have you seen or received any notice or request to return a product you had purchased yourself - Yes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
846 741 727 822 A 819 A 802 A 743 800 A 796 A
730 A 776 AB 802 BC 824 C 753 ABC 819 B 778 A 792 AB
786 AB 788 AB 820 B 779 A 747 A 782 AB 788 AB 784 AB
811 B 781 A 796 AB 791 AB 750 A 778 AB 810 B
Retired
Online buying behaviour Childrenq7a_1 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7a_1 - In the last 2 years for which of the following product categories did you see or hear information about product recalls - Cars or other
motor vehicles
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 36
Consumersrsquo preference of receiving information about recalls of products they have
purchased via traditional press or media is associated most closely with their financial
status gender and age
Consumersrsquo preference of receiving information about recalls of products they have
purchased via online media is associated most closely with their age online buying
behaviour and with how many young children they have
809 842 787 839 A 838 A 842 A 786 A 839 820 A
798 A 841 B 840 B 780 A 755 A 831 A 822 A 823 A
814 ABC 808 ABC 843 D 815 BC 764 A 846 CD 772 AB 842 CD
801 831 A 842 A 828 A 816 A 816 A 828 A
Retired
Online buying behaviour Children
q18_1 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q18_1 - How would you prefer to receive information about recalls of products you have purchased - Traditional press or media
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
630 A 624 A 728 645 600 508 622 AB 640 B 615 A
597 A 635 A 632 A 615 A 602 A 623 A 635 A 620 A
629 ABC 656 C 646 C 643 BC 649 ABC 595 AB 643 ABC 587 A
686 654 532 627 A 672 B 642 AB 616 A
Retired
Online buying behaviour Children
q18_2 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q18_2 - How would you prefer to receive information about recalls of products you have purchased - Online media
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 37
Consumersrsquo preference to receive information about recalls of products they have
purchased directly is associated most closely with their online buying behaviour
gender and occupation
74 Consumer responses to product recalls
Consumersrsquo likelihood to check if a recall notice concerned a product they owned is
associated most closely with their online buying behaviour financial situation and
occupation
850 832 854 A 849 A 837 A 815 A 841 A 839 A 842 A
844 A 844 A 839 A 843 A 783 A 844 A 844 A 833 A
838 AB 871 B 846 AB 822 A 832 AB 838 AB 805 A 841 AB
877 835 A 813 A 835 A 809 A 843 A 848 A
Retired
Online buying behaviour Children
q18_6 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q18_6 - How would you prefer to receive information about recalls of products you have purchased - Directly
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
778 A 771 A 781 A 779 A 760 A 772 A 735 A 785 A 771 A
706 A 763 AB 792 C 771 BC 695 AB 780 A 772 A 771 A
768 AB 803 BC 817 C 723 A 717 A 760 ABC 774 ABC 742 A
812 765 A 735 A 760 A 782 A 798 A 776 A
2018
q7crow1_1 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You checked to see if it concerned a product you owned
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow1_1 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 38
Consumersrsquo likelihood to take no action even though they owned a recalled product is
associated most closely with their education level gender and financial status
Consumersrsquo likelihood to follow the instructions of the recall notice to send back the
product or contact the manufacturer or the seller is associated most closely with the
degree of urbanisation and their occupation
166 117 219 B 136 AB 122 AB 104 A 283 119 A 140 A
154 AB 163 B 138 B 130 B 56 A 136 A 142 A 145 A
136 ABC 131 ABC 111 AB 157 ABC 134 ABC 235 C 75 A 185 BC
136 A 141 A 152 A 132 A 113 A 140 A 154 A
2018
q7crow3_3 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You took no action even though you owned the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow3_3 - base EU28
respondents who have seen
or heard about product
recalls (N=2631)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
774 A 742 A 751 A 746 A 773 A 777 A 761 A 759 A 756 A
759 A 774 A 740 A 797 A 650 A 790 B 763 AB 719 A
796 A 835 A 770 A 735 A 651 A 743 A 651 A 703 A
770 A 760 A 730 A 721 A 797 A 742 A 780 A
2018
q7crow4_4 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You owned the product and followed the instructions of the recall notice to send back the product or
contact the manufacturerseller
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow4_4 - base EU28
respondents who have seen
or heard about product
recalls (N=2174)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 39
Consumersrsquo likelihood to tell other people about a product recall is associated most
closely with their financial status gender and age
75 Drivers of consumer actions
Consumersrsquo agreement with the statement that they would have taken action if the
potential danger was more clearly communicated and seemed serious is associated
most closely with how many young children they have and with their occupation
601 631 654 B 597 A 594 A 626 AB 636 AB 646 B 591 A
641 BC 676 C 622 B 524 A 551 AB 605 A 627 A 612 A
593 AB 639 AB 639 B 644 B 561 AB 548 A 604 AB 585 AB
619 AB 601 A 642 B 600 AB 588 AB 589 A 640 B
2018
q7crow5_5 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You told other people about it
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow5_5 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
894 A 906 A 884 A 901 A 904 A 917 A 915 A 912 A 891 A
920 A 902 A 903 A 890 A 862 A 908 A 901 A 892 A
876 A 915 AB 892 A 927 B 894 AB 924 AB 945 B 898 AB
901 A 895 A 912 A 911 AB 928 B 875 A 892 AB
Retired
Online buying behaviour Children q7cx1_1 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_1 - What would have made you take some action - If the potential danger was more clearly communicated and seemed serious
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 40
Consumersrsquo agreement with the statement that they would have taken action if the
specific action to take was more clearly communicated is associated most closely with
their financial status online buying behaviour and occupation
Consumersrsquo agreement with the statement that they would have taken action if the
product was expensive or valuable is associated most closely with their education
level age and financial status
836 A 852 A 832 AB 831 A 851 AB 883 B 849 A 858 A 834 A
866 AB 870 B 845 AB 812 A 761 A 841 A 834 A 857 A
841 AB 869 AB 838 AB 877 B 819 AB 862 AB 833 AB 822 A
842 AB 834 A 872 B 854 A 803 A 824 A 850 A
Retired
Online buying behaviour Children q7cx1_2 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_2 - What would have made you take some action - If the specific action to take was more clearly communicated
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
733 A 744 A 788 B 713 A 736 AB 724 AB 810 A 760 A 715
771 AB 773 B 733 A 701 A 713 AB 748 A 737 A 732 A
726 A 727 A 727 A 745 A 770 A 755 A 778 A 755 A
756 A 724 A 742 A 727 A 731 A 729 A 751 A
Retired
Online buying behaviour Children q7cx1_3 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_3 - What would have made you take some action - If the product was expensivevaluable
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 41
Consumersrsquo agreement with the statement that they would have taken action if they
knew someone who owned the product is associated most closely with their online
buying behaviour gender and occupation
Consumersrsquo agreement with the statement that they would have taken action if they
owned the product themselves is associated most closely with their financial status
their online buying behaviour and occupation
916 936 929 A 923 A 917 A 935 A 905 A 918 A 934 A
932 AB 923 AB 931 AB 910 A 955 B 918 A 931 A 927 A
928 AB 898 A 941 B 943 B 904 AB 882 AB 954 B 910 AB
951 911 A 917 A 915 A 894 A 920 A 938 A
Retired
Online buying behaviour Children q7cx1_4 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_4 - What would have made you take some action - If I knew someone who owned the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
976 A 983 A 983 A 979 A 974 A 980 A 981 A 983 A 977 A
989 BC 976 A 982 AB 973 A 995 C 980 A 979 A 979 A
975 AB 986 B 985 B 960 A 971 AB 981 AB 990 B 981 AB
986 B 973 A 981 AB 981 A 968 A 980 A 980 A
Retired
Online buying behaviour Children q7cx1_5 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10507)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_5 - What would have made you take some action - If I owned the product myself
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 42
Consumersrsquo agreement with the statement that it was clear which specific product was
recalled is associated most closely with their online buying behaviour
Consumersrsquo agreement with the statement that it was clear where the product has
been sold is associated most closely with their financial status and occupation
85 A 85 A 85 A 85 A 85 A 84 A 83 A 85 A 85 A
83 A 84 A 85 A 85 A 83 A 84 A 85 A 85 A
84 A 85 A 85 A 85 A 85 A 84 A 84 A 85 A
86 A 85 A 83 84 A 84 A 85 A 86 A
Retired
Online buying behaviour Childrenq7d_1 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_1 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear which specific product was recalled
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
74 A 75 A 76 A 75 A 74 A 73 A 73 A 76 A 74 A
73 A 73 A 75 AB 77 B 72 AB 75 A 75 A 74 A
74 A 73 A 75 AB 77 B 73 AB 72 A 74 AB 76 AB
74 A 75 A 75 A 74 A 74 A 75 A 75 A
Retired
Online buying behaviour Childrenq7d_2 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_2 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear where the product had been sold
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 43
Consumersrsquo agreement with the statement that it was clear what specific danger was
posed by the product is associated most closely with their age occupation and online
buying behaviour
Consumersrsquo agreement with the statement that it was clear who to contact for more
information is associated most closely with their online buying behaviour financial
status and with how many young children they have
79 A 80 A 79 AB 78 A 79 A 83 B 78 A 80 A 79 A
77 A 78 A 80 A 80 A 78 A 79 A 79 A 80 A
80 BC 77 A 80 BC 81 BC 78 ABC 80 ABC 83 C 78 AB
79 AB 80 B 78 A 78 A 79 A 80 A 80 A
Retired
Online buying behaviour Childrenq7d_3 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_3 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what specific danger was posed by the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
71 A 70 A 70 A 71 A 70 A 72 A 70 A 71 A 71 A
70 AB 69 A 71 AB 73 B 70 AB 71 A 71 A 71 A
71 AB 70 AB 70 A 73 B 68 AB 72 AB 72 AB 71 AB
72 B 71 AB 69 A 69 A 71 AB 73 B 72 B
Retired
Online buying behaviour Childrenq7d_4 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_4 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear who to contact for more information
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 44
Consumersrsquo agreement with the statement that it was clear what procedure to follow
to return replace or dispose of the product is associated most closely with their online
buying behaviour financial status and education level
Consumersrsquo agreement with the statement that it was clear what procedure to follow
to receive a reimbursement or compensation is associated most closely with their age
online buying behaviour and with how many young children they have
71 A 71 A 69 A 72 B 71 AB 72 AB 71 AB 73 B 70 A
68 A 70 A 71 A 74 B 70 AB 72 A 71 A 71 A
70 A 71 A 71 A 72 A 68 A 74 A 70 A 72 A
73 71 A 69 A 69 A 72 AB 71 AB 72 B
Retired
Online buying behaviour Childrenq7d_5 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_5 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what procedure to follow to return replace or dispose of the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
63 A 64 A 61 A 64 BC 62 AB 67 C 64 AB 65 B 62 A
62 AB 63 AB 64 AB 65 B 56 A 64 AB 64 B 62 A
62 A 62 A 63 A 67 B 63 AB 65 AB 69 B 64 AB
65 A 64 A 61 61 66 A 64 A 65 A
Retired
Online buying behaviour Childrenq7d_6 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_6 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what procedure to follow to receive a reimbursement or compensation
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 45
Consumersrsquo agreement with the statement that the communication was easy to access
and visible is associated most closely with their financial status gender and with how
many young children they have
Consumersrsquo agreement with the statement that minimum effort required on their part
is an important factor in their decision to register when buying a product is associated
most closely with their education level occupation and financial status
73 75 73 A 74 A 76 A 74 A 75 A 75 A 73 A
73 AB 72 A 75 B 77 66 A 74 A 75 A 74 A
74 A 73 A 75 A 75 A 74 A 72 A 73 A 73 A
75 A 74 A 73 A 73 A 75 AB 74 AB 75 B
Retired
Online buying behaviour Childrenq7d_7 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_7 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - The communication was easy to access and visible
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
75 A 77 A 78 B 76 AB 74 AB 73 A 81 75 A 75 A
79 BC 75 ABC 75 AB 78 C 68 A 76 A 75 A 76 A
73 B 75 BC 77 BC 76 BC 65 A 76 BC 71 ABC 78 C
77 A 75 A 74 A 75 A 75 A 74 A 77 A
Retired
Online buying behaviour Children q10_1 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q10_1 - How important are the following factors in your decision to register your contact details when buying a product - There is minimum
effort required on my part
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 46
Consumersrsquo agreement with the statement that receiving an incentive such as a
voucher discount or gift is an important factor in their decision to register when
buying a product is associated most closely with their financial status education level
and age
55 A 57 A 61 56 A 53 A 51 A 63 54 A 57 A
65 B 59 B 55 A 53 A 47 A 56 A 57 A 56 A
54 A 56 A 53 A 61 B 56 AB 58 AB 59 AB 58 AB
55 A 57 A 57 A 56 A 60 A 55 A 56 A
2018
q10_2 - How important are the following factors in your decision to register your contact details when buying a product - I receive an
incentive such as a voucher discount or gift
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_2 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 33
Consumersrsquo agreement with the statement that knowing that their data will not be
used for marketing purposes is an important factor in their decision to register a
product is associated most closely with their gender online buying behaviour and
education level
Consumersrsquo agreement with the statement that having trust in the brand or the seller
is an important factor in their decision to register a product is associated most closely
with their financial situation
83 87 85 AB 86 B 83 A 84 AB 81 A 86 B 84 AB
88 B 83 A 84 A 86 AB 83 AB 85 A 85 A 85 A
85 A 84 A 86 A 84 A 84 A 86 A 81 A 83 A
85 A 86 A 81 83 A 85 AB 83 A 86 B
2018
q10_4 - How important are the following factors in your decision to register your contact details when buying a product - I know my data
such as email address will not be used for marketing purposes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_4 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
80 A 81 A 81 A 82 A 80 A 79 A 82 A 81 A 80 A
81 AB 79 A 81 B 82 B 76 AB 80 A 81 A 80 A
80 A 82 A 81 A 80 A 77 A 81 A 77 A 82 A
81 A 81 A 78 A 81 A 79 A 80 A 81 A
2018
q10_5 - How important are the following factors in your decision to register your contact details when buying a product - I trust the brand or
seller
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_5 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 34
Consumersrsquo agreement with the statement that the product being expensive is an
important factor in their decision to register a product is associated most closely with
how many young children they have their financial situation and education level
73 Exposure to product recalls
Consumersrsquo exposure to product recall notices is associated most closely with their
online buying behaviour education level and occupation
69 A 70 A 71 A 68 A 69 A 69 A 70 AB 67 A 71 B
75 B 71 AB 68 A 69 A 66 AB 69 A 70 A 70 A
69 AB 70 AB 67 A 71 B 64 A 71 AB 70 AB 71 AB
69 A 70 A 69 A 69 A 71 AB 73 B 68 A
2018
q10_6 - How important are the following factors in your decision to register your contact details when buying a product - The product is
expensive
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_6 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
590 547 535 A 610 B 602 B 506 A 449 562 599
510 A 542 A 586 B 601 B 486 A 575 A 575 A 554 A
593 DE 602 DE 618 E 512 B 481 AB 520 ABC 446 A 564 CD
642 585 470 553 A 534 A 553 A 589
Retired
Online buying behaviour Children
q6 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q6 - Apart from the Ikea furniture and Samsung phone examples in the past 2 years have you seen or heard any other information notices
ads or announcements concerning the recall of a specific product - Yes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 35
Consumersrsquo exposure to product recalls for products they had purchased themselves is
associated most closely with their online buying behaviour gender and education
level
Consumersrsquo likelihood to have seen or heard information about product recalls in the
last 2 years is associated most closely with their gender age and education level
144 107 116 AB 142 C 135 BC 88 A 79 131 A 126 A
108 AB 121 ABC 122 B 147 C 84 A 133 B 128 AB 112 A
139 B 135 AB 135 B 96 A 95 AB 107 AB 92 A 129 AB
146 A 133 A 81 111 A 132 AB 123 AB 135 B
Retired
Online buying behaviour Children
q11 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q11 - In the last 2 years have you seen or received any notice or request to return a product you had purchased yourself - Yes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
846 741 727 822 A 819 A 802 A 743 800 A 796 A
730 A 776 AB 802 BC 824 C 753 ABC 819 B 778 A 792 AB
786 AB 788 AB 820 B 779 A 747 A 782 AB 788 AB 784 AB
811 B 781 A 796 AB 791 AB 750 A 778 AB 810 B
Retired
Online buying behaviour Childrenq7a_1 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7a_1 - In the last 2 years for which of the following product categories did you see or hear information about product recalls - Cars or other
motor vehicles
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 36
Consumersrsquo preference of receiving information about recalls of products they have
purchased via traditional press or media is associated most closely with their financial
status gender and age
Consumersrsquo preference of receiving information about recalls of products they have
purchased via online media is associated most closely with their age online buying
behaviour and with how many young children they have
809 842 787 839 A 838 A 842 A 786 A 839 820 A
798 A 841 B 840 B 780 A 755 A 831 A 822 A 823 A
814 ABC 808 ABC 843 D 815 BC 764 A 846 CD 772 AB 842 CD
801 831 A 842 A 828 A 816 A 816 A 828 A
Retired
Online buying behaviour Children
q18_1 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q18_1 - How would you prefer to receive information about recalls of products you have purchased - Traditional press or media
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
630 A 624 A 728 645 600 508 622 AB 640 B 615 A
597 A 635 A 632 A 615 A 602 A 623 A 635 A 620 A
629 ABC 656 C 646 C 643 BC 649 ABC 595 AB 643 ABC 587 A
686 654 532 627 A 672 B 642 AB 616 A
Retired
Online buying behaviour Children
q18_2 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q18_2 - How would you prefer to receive information about recalls of products you have purchased - Online media
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 37
Consumersrsquo preference to receive information about recalls of products they have
purchased directly is associated most closely with their online buying behaviour
gender and occupation
74 Consumer responses to product recalls
Consumersrsquo likelihood to check if a recall notice concerned a product they owned is
associated most closely with their online buying behaviour financial situation and
occupation
850 832 854 A 849 A 837 A 815 A 841 A 839 A 842 A
844 A 844 A 839 A 843 A 783 A 844 A 844 A 833 A
838 AB 871 B 846 AB 822 A 832 AB 838 AB 805 A 841 AB
877 835 A 813 A 835 A 809 A 843 A 848 A
Retired
Online buying behaviour Children
q18_6 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q18_6 - How would you prefer to receive information about recalls of products you have purchased - Directly
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
778 A 771 A 781 A 779 A 760 A 772 A 735 A 785 A 771 A
706 A 763 AB 792 C 771 BC 695 AB 780 A 772 A 771 A
768 AB 803 BC 817 C 723 A 717 A 760 ABC 774 ABC 742 A
812 765 A 735 A 760 A 782 A 798 A 776 A
2018
q7crow1_1 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You checked to see if it concerned a product you owned
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow1_1 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 38
Consumersrsquo likelihood to take no action even though they owned a recalled product is
associated most closely with their education level gender and financial status
Consumersrsquo likelihood to follow the instructions of the recall notice to send back the
product or contact the manufacturer or the seller is associated most closely with the
degree of urbanisation and their occupation
166 117 219 B 136 AB 122 AB 104 A 283 119 A 140 A
154 AB 163 B 138 B 130 B 56 A 136 A 142 A 145 A
136 ABC 131 ABC 111 AB 157 ABC 134 ABC 235 C 75 A 185 BC
136 A 141 A 152 A 132 A 113 A 140 A 154 A
2018
q7crow3_3 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You took no action even though you owned the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow3_3 - base EU28
respondents who have seen
or heard about product
recalls (N=2631)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
774 A 742 A 751 A 746 A 773 A 777 A 761 A 759 A 756 A
759 A 774 A 740 A 797 A 650 A 790 B 763 AB 719 A
796 A 835 A 770 A 735 A 651 A 743 A 651 A 703 A
770 A 760 A 730 A 721 A 797 A 742 A 780 A
2018
q7crow4_4 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You owned the product and followed the instructions of the recall notice to send back the product or
contact the manufacturerseller
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow4_4 - base EU28
respondents who have seen
or heard about product
recalls (N=2174)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 39
Consumersrsquo likelihood to tell other people about a product recall is associated most
closely with their financial status gender and age
75 Drivers of consumer actions
Consumersrsquo agreement with the statement that they would have taken action if the
potential danger was more clearly communicated and seemed serious is associated
most closely with how many young children they have and with their occupation
601 631 654 B 597 A 594 A 626 AB 636 AB 646 B 591 A
641 BC 676 C 622 B 524 A 551 AB 605 A 627 A 612 A
593 AB 639 AB 639 B 644 B 561 AB 548 A 604 AB 585 AB
619 AB 601 A 642 B 600 AB 588 AB 589 A 640 B
2018
q7crow5_5 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You told other people about it
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow5_5 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
894 A 906 A 884 A 901 A 904 A 917 A 915 A 912 A 891 A
920 A 902 A 903 A 890 A 862 A 908 A 901 A 892 A
876 A 915 AB 892 A 927 B 894 AB 924 AB 945 B 898 AB
901 A 895 A 912 A 911 AB 928 B 875 A 892 AB
Retired
Online buying behaviour Children q7cx1_1 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_1 - What would have made you take some action - If the potential danger was more clearly communicated and seemed serious
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 40
Consumersrsquo agreement with the statement that they would have taken action if the
specific action to take was more clearly communicated is associated most closely with
their financial status online buying behaviour and occupation
Consumersrsquo agreement with the statement that they would have taken action if the
product was expensive or valuable is associated most closely with their education
level age and financial status
836 A 852 A 832 AB 831 A 851 AB 883 B 849 A 858 A 834 A
866 AB 870 B 845 AB 812 A 761 A 841 A 834 A 857 A
841 AB 869 AB 838 AB 877 B 819 AB 862 AB 833 AB 822 A
842 AB 834 A 872 B 854 A 803 A 824 A 850 A
Retired
Online buying behaviour Children q7cx1_2 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_2 - What would have made you take some action - If the specific action to take was more clearly communicated
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
733 A 744 A 788 B 713 A 736 AB 724 AB 810 A 760 A 715
771 AB 773 B 733 A 701 A 713 AB 748 A 737 A 732 A
726 A 727 A 727 A 745 A 770 A 755 A 778 A 755 A
756 A 724 A 742 A 727 A 731 A 729 A 751 A
Retired
Online buying behaviour Children q7cx1_3 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_3 - What would have made you take some action - If the product was expensivevaluable
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 41
Consumersrsquo agreement with the statement that they would have taken action if they
knew someone who owned the product is associated most closely with their online
buying behaviour gender and occupation
Consumersrsquo agreement with the statement that they would have taken action if they
owned the product themselves is associated most closely with their financial status
their online buying behaviour and occupation
916 936 929 A 923 A 917 A 935 A 905 A 918 A 934 A
932 AB 923 AB 931 AB 910 A 955 B 918 A 931 A 927 A
928 AB 898 A 941 B 943 B 904 AB 882 AB 954 B 910 AB
951 911 A 917 A 915 A 894 A 920 A 938 A
Retired
Online buying behaviour Children q7cx1_4 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_4 - What would have made you take some action - If I knew someone who owned the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
976 A 983 A 983 A 979 A 974 A 980 A 981 A 983 A 977 A
989 BC 976 A 982 AB 973 A 995 C 980 A 979 A 979 A
975 AB 986 B 985 B 960 A 971 AB 981 AB 990 B 981 AB
986 B 973 A 981 AB 981 A 968 A 980 A 980 A
Retired
Online buying behaviour Children q7cx1_5 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10507)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_5 - What would have made you take some action - If I owned the product myself
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 42
Consumersrsquo agreement with the statement that it was clear which specific product was
recalled is associated most closely with their online buying behaviour
Consumersrsquo agreement with the statement that it was clear where the product has
been sold is associated most closely with their financial status and occupation
85 A 85 A 85 A 85 A 85 A 84 A 83 A 85 A 85 A
83 A 84 A 85 A 85 A 83 A 84 A 85 A 85 A
84 A 85 A 85 A 85 A 85 A 84 A 84 A 85 A
86 A 85 A 83 84 A 84 A 85 A 86 A
Retired
Online buying behaviour Childrenq7d_1 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_1 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear which specific product was recalled
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
74 A 75 A 76 A 75 A 74 A 73 A 73 A 76 A 74 A
73 A 73 A 75 AB 77 B 72 AB 75 A 75 A 74 A
74 A 73 A 75 AB 77 B 73 AB 72 A 74 AB 76 AB
74 A 75 A 75 A 74 A 74 A 75 A 75 A
Retired
Online buying behaviour Childrenq7d_2 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_2 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear where the product had been sold
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 43
Consumersrsquo agreement with the statement that it was clear what specific danger was
posed by the product is associated most closely with their age occupation and online
buying behaviour
Consumersrsquo agreement with the statement that it was clear who to contact for more
information is associated most closely with their online buying behaviour financial
status and with how many young children they have
79 A 80 A 79 AB 78 A 79 A 83 B 78 A 80 A 79 A
77 A 78 A 80 A 80 A 78 A 79 A 79 A 80 A
80 BC 77 A 80 BC 81 BC 78 ABC 80 ABC 83 C 78 AB
79 AB 80 B 78 A 78 A 79 A 80 A 80 A
Retired
Online buying behaviour Childrenq7d_3 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_3 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what specific danger was posed by the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
71 A 70 A 70 A 71 A 70 A 72 A 70 A 71 A 71 A
70 AB 69 A 71 AB 73 B 70 AB 71 A 71 A 71 A
71 AB 70 AB 70 A 73 B 68 AB 72 AB 72 AB 71 AB
72 B 71 AB 69 A 69 A 71 AB 73 B 72 B
Retired
Online buying behaviour Childrenq7d_4 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_4 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear who to contact for more information
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 44
Consumersrsquo agreement with the statement that it was clear what procedure to follow
to return replace or dispose of the product is associated most closely with their online
buying behaviour financial status and education level
Consumersrsquo agreement with the statement that it was clear what procedure to follow
to receive a reimbursement or compensation is associated most closely with their age
online buying behaviour and with how many young children they have
71 A 71 A 69 A 72 B 71 AB 72 AB 71 AB 73 B 70 A
68 A 70 A 71 A 74 B 70 AB 72 A 71 A 71 A
70 A 71 A 71 A 72 A 68 A 74 A 70 A 72 A
73 71 A 69 A 69 A 72 AB 71 AB 72 B
Retired
Online buying behaviour Childrenq7d_5 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_5 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what procedure to follow to return replace or dispose of the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
63 A 64 A 61 A 64 BC 62 AB 67 C 64 AB 65 B 62 A
62 AB 63 AB 64 AB 65 B 56 A 64 AB 64 B 62 A
62 A 62 A 63 A 67 B 63 AB 65 AB 69 B 64 AB
65 A 64 A 61 61 66 A 64 A 65 A
Retired
Online buying behaviour Childrenq7d_6 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_6 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what procedure to follow to receive a reimbursement or compensation
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 45
Consumersrsquo agreement with the statement that the communication was easy to access
and visible is associated most closely with their financial status gender and with how
many young children they have
Consumersrsquo agreement with the statement that minimum effort required on their part
is an important factor in their decision to register when buying a product is associated
most closely with their education level occupation and financial status
73 75 73 A 74 A 76 A 74 A 75 A 75 A 73 A
73 AB 72 A 75 B 77 66 A 74 A 75 A 74 A
74 A 73 A 75 A 75 A 74 A 72 A 73 A 73 A
75 A 74 A 73 A 73 A 75 AB 74 AB 75 B
Retired
Online buying behaviour Childrenq7d_7 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_7 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - The communication was easy to access and visible
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
75 A 77 A 78 B 76 AB 74 AB 73 A 81 75 A 75 A
79 BC 75 ABC 75 AB 78 C 68 A 76 A 75 A 76 A
73 B 75 BC 77 BC 76 BC 65 A 76 BC 71 ABC 78 C
77 A 75 A 74 A 75 A 75 A 74 A 77 A
Retired
Online buying behaviour Children q10_1 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q10_1 - How important are the following factors in your decision to register your contact details when buying a product - There is minimum
effort required on my part
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 46
Consumersrsquo agreement with the statement that receiving an incentive such as a
voucher discount or gift is an important factor in their decision to register when
buying a product is associated most closely with their financial status education level
and age
55 A 57 A 61 56 A 53 A 51 A 63 54 A 57 A
65 B 59 B 55 A 53 A 47 A 56 A 57 A 56 A
54 A 56 A 53 A 61 B 56 AB 58 AB 59 AB 58 AB
55 A 57 A 57 A 56 A 60 A 55 A 56 A
2018
q10_2 - How important are the following factors in your decision to register your contact details when buying a product - I receive an
incentive such as a voucher discount or gift
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_2 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 34
Consumersrsquo agreement with the statement that the product being expensive is an
important factor in their decision to register a product is associated most closely with
how many young children they have their financial situation and education level
73 Exposure to product recalls
Consumersrsquo exposure to product recall notices is associated most closely with their
online buying behaviour education level and occupation
69 A 70 A 71 A 68 A 69 A 69 A 70 AB 67 A 71 B
75 B 71 AB 68 A 69 A 66 AB 69 A 70 A 70 A
69 AB 70 AB 67 A 71 B 64 A 71 AB 70 AB 71 AB
69 A 70 A 69 A 69 A 71 AB 73 B 68 A
2018
q10_6 - How important are the following factors in your decision to register your contact details when buying a product - The product is
expensive
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_6 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
590 547 535 A 610 B 602 B 506 A 449 562 599
510 A 542 A 586 B 601 B 486 A 575 A 575 A 554 A
593 DE 602 DE 618 E 512 B 481 AB 520 ABC 446 A 564 CD
642 585 470 553 A 534 A 553 A 589
Retired
Online buying behaviour Children
q6 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q6 - Apart from the Ikea furniture and Samsung phone examples in the past 2 years have you seen or heard any other information notices
ads or announcements concerning the recall of a specific product - Yes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 35
Consumersrsquo exposure to product recalls for products they had purchased themselves is
associated most closely with their online buying behaviour gender and education
level
Consumersrsquo likelihood to have seen or heard information about product recalls in the
last 2 years is associated most closely with their gender age and education level
144 107 116 AB 142 C 135 BC 88 A 79 131 A 126 A
108 AB 121 ABC 122 B 147 C 84 A 133 B 128 AB 112 A
139 B 135 AB 135 B 96 A 95 AB 107 AB 92 A 129 AB
146 A 133 A 81 111 A 132 AB 123 AB 135 B
Retired
Online buying behaviour Children
q11 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q11 - In the last 2 years have you seen or received any notice or request to return a product you had purchased yourself - Yes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
846 741 727 822 A 819 A 802 A 743 800 A 796 A
730 A 776 AB 802 BC 824 C 753 ABC 819 B 778 A 792 AB
786 AB 788 AB 820 B 779 A 747 A 782 AB 788 AB 784 AB
811 B 781 A 796 AB 791 AB 750 A 778 AB 810 B
Retired
Online buying behaviour Childrenq7a_1 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7a_1 - In the last 2 years for which of the following product categories did you see or hear information about product recalls - Cars or other
motor vehicles
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 36
Consumersrsquo preference of receiving information about recalls of products they have
purchased via traditional press or media is associated most closely with their financial
status gender and age
Consumersrsquo preference of receiving information about recalls of products they have
purchased via online media is associated most closely with their age online buying
behaviour and with how many young children they have
809 842 787 839 A 838 A 842 A 786 A 839 820 A
798 A 841 B 840 B 780 A 755 A 831 A 822 A 823 A
814 ABC 808 ABC 843 D 815 BC 764 A 846 CD 772 AB 842 CD
801 831 A 842 A 828 A 816 A 816 A 828 A
Retired
Online buying behaviour Children
q18_1 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q18_1 - How would you prefer to receive information about recalls of products you have purchased - Traditional press or media
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
630 A 624 A 728 645 600 508 622 AB 640 B 615 A
597 A 635 A 632 A 615 A 602 A 623 A 635 A 620 A
629 ABC 656 C 646 C 643 BC 649 ABC 595 AB 643 ABC 587 A
686 654 532 627 A 672 B 642 AB 616 A
Retired
Online buying behaviour Children
q18_2 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q18_2 - How would you prefer to receive information about recalls of products you have purchased - Online media
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 37
Consumersrsquo preference to receive information about recalls of products they have
purchased directly is associated most closely with their online buying behaviour
gender and occupation
74 Consumer responses to product recalls
Consumersrsquo likelihood to check if a recall notice concerned a product they owned is
associated most closely with their online buying behaviour financial situation and
occupation
850 832 854 A 849 A 837 A 815 A 841 A 839 A 842 A
844 A 844 A 839 A 843 A 783 A 844 A 844 A 833 A
838 AB 871 B 846 AB 822 A 832 AB 838 AB 805 A 841 AB
877 835 A 813 A 835 A 809 A 843 A 848 A
Retired
Online buying behaviour Children
q18_6 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q18_6 - How would you prefer to receive information about recalls of products you have purchased - Directly
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
778 A 771 A 781 A 779 A 760 A 772 A 735 A 785 A 771 A
706 A 763 AB 792 C 771 BC 695 AB 780 A 772 A 771 A
768 AB 803 BC 817 C 723 A 717 A 760 ABC 774 ABC 742 A
812 765 A 735 A 760 A 782 A 798 A 776 A
2018
q7crow1_1 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You checked to see if it concerned a product you owned
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow1_1 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 38
Consumersrsquo likelihood to take no action even though they owned a recalled product is
associated most closely with their education level gender and financial status
Consumersrsquo likelihood to follow the instructions of the recall notice to send back the
product or contact the manufacturer or the seller is associated most closely with the
degree of urbanisation and their occupation
166 117 219 B 136 AB 122 AB 104 A 283 119 A 140 A
154 AB 163 B 138 B 130 B 56 A 136 A 142 A 145 A
136 ABC 131 ABC 111 AB 157 ABC 134 ABC 235 C 75 A 185 BC
136 A 141 A 152 A 132 A 113 A 140 A 154 A
2018
q7crow3_3 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You took no action even though you owned the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow3_3 - base EU28
respondents who have seen
or heard about product
recalls (N=2631)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
774 A 742 A 751 A 746 A 773 A 777 A 761 A 759 A 756 A
759 A 774 A 740 A 797 A 650 A 790 B 763 AB 719 A
796 A 835 A 770 A 735 A 651 A 743 A 651 A 703 A
770 A 760 A 730 A 721 A 797 A 742 A 780 A
2018
q7crow4_4 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You owned the product and followed the instructions of the recall notice to send back the product or
contact the manufacturerseller
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow4_4 - base EU28
respondents who have seen
or heard about product
recalls (N=2174)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 39
Consumersrsquo likelihood to tell other people about a product recall is associated most
closely with their financial status gender and age
75 Drivers of consumer actions
Consumersrsquo agreement with the statement that they would have taken action if the
potential danger was more clearly communicated and seemed serious is associated
most closely with how many young children they have and with their occupation
601 631 654 B 597 A 594 A 626 AB 636 AB 646 B 591 A
641 BC 676 C 622 B 524 A 551 AB 605 A 627 A 612 A
593 AB 639 AB 639 B 644 B 561 AB 548 A 604 AB 585 AB
619 AB 601 A 642 B 600 AB 588 AB 589 A 640 B
2018
q7crow5_5 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You told other people about it
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow5_5 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
894 A 906 A 884 A 901 A 904 A 917 A 915 A 912 A 891 A
920 A 902 A 903 A 890 A 862 A 908 A 901 A 892 A
876 A 915 AB 892 A 927 B 894 AB 924 AB 945 B 898 AB
901 A 895 A 912 A 911 AB 928 B 875 A 892 AB
Retired
Online buying behaviour Children q7cx1_1 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_1 - What would have made you take some action - If the potential danger was more clearly communicated and seemed serious
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 40
Consumersrsquo agreement with the statement that they would have taken action if the
specific action to take was more clearly communicated is associated most closely with
their financial status online buying behaviour and occupation
Consumersrsquo agreement with the statement that they would have taken action if the
product was expensive or valuable is associated most closely with their education
level age and financial status
836 A 852 A 832 AB 831 A 851 AB 883 B 849 A 858 A 834 A
866 AB 870 B 845 AB 812 A 761 A 841 A 834 A 857 A
841 AB 869 AB 838 AB 877 B 819 AB 862 AB 833 AB 822 A
842 AB 834 A 872 B 854 A 803 A 824 A 850 A
Retired
Online buying behaviour Children q7cx1_2 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_2 - What would have made you take some action - If the specific action to take was more clearly communicated
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
733 A 744 A 788 B 713 A 736 AB 724 AB 810 A 760 A 715
771 AB 773 B 733 A 701 A 713 AB 748 A 737 A 732 A
726 A 727 A 727 A 745 A 770 A 755 A 778 A 755 A
756 A 724 A 742 A 727 A 731 A 729 A 751 A
Retired
Online buying behaviour Children q7cx1_3 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_3 - What would have made you take some action - If the product was expensivevaluable
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 41
Consumersrsquo agreement with the statement that they would have taken action if they
knew someone who owned the product is associated most closely with their online
buying behaviour gender and occupation
Consumersrsquo agreement with the statement that they would have taken action if they
owned the product themselves is associated most closely with their financial status
their online buying behaviour and occupation
916 936 929 A 923 A 917 A 935 A 905 A 918 A 934 A
932 AB 923 AB 931 AB 910 A 955 B 918 A 931 A 927 A
928 AB 898 A 941 B 943 B 904 AB 882 AB 954 B 910 AB
951 911 A 917 A 915 A 894 A 920 A 938 A
Retired
Online buying behaviour Children q7cx1_4 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_4 - What would have made you take some action - If I knew someone who owned the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
976 A 983 A 983 A 979 A 974 A 980 A 981 A 983 A 977 A
989 BC 976 A 982 AB 973 A 995 C 980 A 979 A 979 A
975 AB 986 B 985 B 960 A 971 AB 981 AB 990 B 981 AB
986 B 973 A 981 AB 981 A 968 A 980 A 980 A
Retired
Online buying behaviour Children q7cx1_5 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10507)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_5 - What would have made you take some action - If I owned the product myself
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 42
Consumersrsquo agreement with the statement that it was clear which specific product was
recalled is associated most closely with their online buying behaviour
Consumersrsquo agreement with the statement that it was clear where the product has
been sold is associated most closely with their financial status and occupation
85 A 85 A 85 A 85 A 85 A 84 A 83 A 85 A 85 A
83 A 84 A 85 A 85 A 83 A 84 A 85 A 85 A
84 A 85 A 85 A 85 A 85 A 84 A 84 A 85 A
86 A 85 A 83 84 A 84 A 85 A 86 A
Retired
Online buying behaviour Childrenq7d_1 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_1 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear which specific product was recalled
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
74 A 75 A 76 A 75 A 74 A 73 A 73 A 76 A 74 A
73 A 73 A 75 AB 77 B 72 AB 75 A 75 A 74 A
74 A 73 A 75 AB 77 B 73 AB 72 A 74 AB 76 AB
74 A 75 A 75 A 74 A 74 A 75 A 75 A
Retired
Online buying behaviour Childrenq7d_2 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_2 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear where the product had been sold
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 43
Consumersrsquo agreement with the statement that it was clear what specific danger was
posed by the product is associated most closely with their age occupation and online
buying behaviour
Consumersrsquo agreement with the statement that it was clear who to contact for more
information is associated most closely with their online buying behaviour financial
status and with how many young children they have
79 A 80 A 79 AB 78 A 79 A 83 B 78 A 80 A 79 A
77 A 78 A 80 A 80 A 78 A 79 A 79 A 80 A
80 BC 77 A 80 BC 81 BC 78 ABC 80 ABC 83 C 78 AB
79 AB 80 B 78 A 78 A 79 A 80 A 80 A
Retired
Online buying behaviour Childrenq7d_3 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_3 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what specific danger was posed by the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
71 A 70 A 70 A 71 A 70 A 72 A 70 A 71 A 71 A
70 AB 69 A 71 AB 73 B 70 AB 71 A 71 A 71 A
71 AB 70 AB 70 A 73 B 68 AB 72 AB 72 AB 71 AB
72 B 71 AB 69 A 69 A 71 AB 73 B 72 B
Retired
Online buying behaviour Childrenq7d_4 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_4 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear who to contact for more information
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 44
Consumersrsquo agreement with the statement that it was clear what procedure to follow
to return replace or dispose of the product is associated most closely with their online
buying behaviour financial status and education level
Consumersrsquo agreement with the statement that it was clear what procedure to follow
to receive a reimbursement or compensation is associated most closely with their age
online buying behaviour and with how many young children they have
71 A 71 A 69 A 72 B 71 AB 72 AB 71 AB 73 B 70 A
68 A 70 A 71 A 74 B 70 AB 72 A 71 A 71 A
70 A 71 A 71 A 72 A 68 A 74 A 70 A 72 A
73 71 A 69 A 69 A 72 AB 71 AB 72 B
Retired
Online buying behaviour Childrenq7d_5 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_5 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what procedure to follow to return replace or dispose of the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
63 A 64 A 61 A 64 BC 62 AB 67 C 64 AB 65 B 62 A
62 AB 63 AB 64 AB 65 B 56 A 64 AB 64 B 62 A
62 A 62 A 63 A 67 B 63 AB 65 AB 69 B 64 AB
65 A 64 A 61 61 66 A 64 A 65 A
Retired
Online buying behaviour Childrenq7d_6 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_6 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what procedure to follow to receive a reimbursement or compensation
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 45
Consumersrsquo agreement with the statement that the communication was easy to access
and visible is associated most closely with their financial status gender and with how
many young children they have
Consumersrsquo agreement with the statement that minimum effort required on their part
is an important factor in their decision to register when buying a product is associated
most closely with their education level occupation and financial status
73 75 73 A 74 A 76 A 74 A 75 A 75 A 73 A
73 AB 72 A 75 B 77 66 A 74 A 75 A 74 A
74 A 73 A 75 A 75 A 74 A 72 A 73 A 73 A
75 A 74 A 73 A 73 A 75 AB 74 AB 75 B
Retired
Online buying behaviour Childrenq7d_7 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_7 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - The communication was easy to access and visible
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
75 A 77 A 78 B 76 AB 74 AB 73 A 81 75 A 75 A
79 BC 75 ABC 75 AB 78 C 68 A 76 A 75 A 76 A
73 B 75 BC 77 BC 76 BC 65 A 76 BC 71 ABC 78 C
77 A 75 A 74 A 75 A 75 A 74 A 77 A
Retired
Online buying behaviour Children q10_1 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q10_1 - How important are the following factors in your decision to register your contact details when buying a product - There is minimum
effort required on my part
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 46
Consumersrsquo agreement with the statement that receiving an incentive such as a
voucher discount or gift is an important factor in their decision to register when
buying a product is associated most closely with their financial status education level
and age
55 A 57 A 61 56 A 53 A 51 A 63 54 A 57 A
65 B 59 B 55 A 53 A 47 A 56 A 57 A 56 A
54 A 56 A 53 A 61 B 56 AB 58 AB 59 AB 58 AB
55 A 57 A 57 A 56 A 60 A 55 A 56 A
2018
q10_2 - How important are the following factors in your decision to register your contact details when buying a product - I receive an
incentive such as a voucher discount or gift
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_2 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 35
Consumersrsquo exposure to product recalls for products they had purchased themselves is
associated most closely with their online buying behaviour gender and education
level
Consumersrsquo likelihood to have seen or heard information about product recalls in the
last 2 years is associated most closely with their gender age and education level
144 107 116 AB 142 C 135 BC 88 A 79 131 A 126 A
108 AB 121 ABC 122 B 147 C 84 A 133 B 128 AB 112 A
139 B 135 AB 135 B 96 A 95 AB 107 AB 92 A 129 AB
146 A 133 A 81 111 A 132 AB 123 AB 135 B
Retired
Online buying behaviour Children
q11 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q11 - In the last 2 years have you seen or received any notice or request to return a product you had purchased yourself - Yes
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
846 741 727 822 A 819 A 802 A 743 800 A 796 A
730 A 776 AB 802 BC 824 C 753 ABC 819 B 778 A 792 AB
786 AB 788 AB 820 B 779 A 747 A 782 AB 788 AB 784 AB
811 B 781 A 796 AB 791 AB 750 A 778 AB 810 B
Retired
Online buying behaviour Childrenq7a_1 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7a_1 - In the last 2 years for which of the following product categories did you see or hear information about product recalls - Cars or other
motor vehicles
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 36
Consumersrsquo preference of receiving information about recalls of products they have
purchased via traditional press or media is associated most closely with their financial
status gender and age
Consumersrsquo preference of receiving information about recalls of products they have
purchased via online media is associated most closely with their age online buying
behaviour and with how many young children they have
809 842 787 839 A 838 A 842 A 786 A 839 820 A
798 A 841 B 840 B 780 A 755 A 831 A 822 A 823 A
814 ABC 808 ABC 843 D 815 BC 764 A 846 CD 772 AB 842 CD
801 831 A 842 A 828 A 816 A 816 A 828 A
Retired
Online buying behaviour Children
q18_1 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q18_1 - How would you prefer to receive information about recalls of products you have purchased - Traditional press or media
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
630 A 624 A 728 645 600 508 622 AB 640 B 615 A
597 A 635 A 632 A 615 A 602 A 623 A 635 A 620 A
629 ABC 656 C 646 C 643 BC 649 ABC 595 AB 643 ABC 587 A
686 654 532 627 A 672 B 642 AB 616 A
Retired
Online buying behaviour Children
q18_2 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q18_2 - How would you prefer to receive information about recalls of products you have purchased - Online media
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 37
Consumersrsquo preference to receive information about recalls of products they have
purchased directly is associated most closely with their online buying behaviour
gender and occupation
74 Consumer responses to product recalls
Consumersrsquo likelihood to check if a recall notice concerned a product they owned is
associated most closely with their online buying behaviour financial situation and
occupation
850 832 854 A 849 A 837 A 815 A 841 A 839 A 842 A
844 A 844 A 839 A 843 A 783 A 844 A 844 A 833 A
838 AB 871 B 846 AB 822 A 832 AB 838 AB 805 A 841 AB
877 835 A 813 A 835 A 809 A 843 A 848 A
Retired
Online buying behaviour Children
q18_6 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q18_6 - How would you prefer to receive information about recalls of products you have purchased - Directly
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
778 A 771 A 781 A 779 A 760 A 772 A 735 A 785 A 771 A
706 A 763 AB 792 C 771 BC 695 AB 780 A 772 A 771 A
768 AB 803 BC 817 C 723 A 717 A 760 ABC 774 ABC 742 A
812 765 A 735 A 760 A 782 A 798 A 776 A
2018
q7crow1_1 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You checked to see if it concerned a product you owned
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow1_1 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 38
Consumersrsquo likelihood to take no action even though they owned a recalled product is
associated most closely with their education level gender and financial status
Consumersrsquo likelihood to follow the instructions of the recall notice to send back the
product or contact the manufacturer or the seller is associated most closely with the
degree of urbanisation and their occupation
166 117 219 B 136 AB 122 AB 104 A 283 119 A 140 A
154 AB 163 B 138 B 130 B 56 A 136 A 142 A 145 A
136 ABC 131 ABC 111 AB 157 ABC 134 ABC 235 C 75 A 185 BC
136 A 141 A 152 A 132 A 113 A 140 A 154 A
2018
q7crow3_3 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You took no action even though you owned the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow3_3 - base EU28
respondents who have seen
or heard about product
recalls (N=2631)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
774 A 742 A 751 A 746 A 773 A 777 A 761 A 759 A 756 A
759 A 774 A 740 A 797 A 650 A 790 B 763 AB 719 A
796 A 835 A 770 A 735 A 651 A 743 A 651 A 703 A
770 A 760 A 730 A 721 A 797 A 742 A 780 A
2018
q7crow4_4 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You owned the product and followed the instructions of the recall notice to send back the product or
contact the manufacturerseller
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow4_4 - base EU28
respondents who have seen
or heard about product
recalls (N=2174)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 39
Consumersrsquo likelihood to tell other people about a product recall is associated most
closely with their financial status gender and age
75 Drivers of consumer actions
Consumersrsquo agreement with the statement that they would have taken action if the
potential danger was more clearly communicated and seemed serious is associated
most closely with how many young children they have and with their occupation
601 631 654 B 597 A 594 A 626 AB 636 AB 646 B 591 A
641 BC 676 C 622 B 524 A 551 AB 605 A 627 A 612 A
593 AB 639 AB 639 B 644 B 561 AB 548 A 604 AB 585 AB
619 AB 601 A 642 B 600 AB 588 AB 589 A 640 B
2018
q7crow5_5 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You told other people about it
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow5_5 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
894 A 906 A 884 A 901 A 904 A 917 A 915 A 912 A 891 A
920 A 902 A 903 A 890 A 862 A 908 A 901 A 892 A
876 A 915 AB 892 A 927 B 894 AB 924 AB 945 B 898 AB
901 A 895 A 912 A 911 AB 928 B 875 A 892 AB
Retired
Online buying behaviour Children q7cx1_1 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_1 - What would have made you take some action - If the potential danger was more clearly communicated and seemed serious
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 40
Consumersrsquo agreement with the statement that they would have taken action if the
specific action to take was more clearly communicated is associated most closely with
their financial status online buying behaviour and occupation
Consumersrsquo agreement with the statement that they would have taken action if the
product was expensive or valuable is associated most closely with their education
level age and financial status
836 A 852 A 832 AB 831 A 851 AB 883 B 849 A 858 A 834 A
866 AB 870 B 845 AB 812 A 761 A 841 A 834 A 857 A
841 AB 869 AB 838 AB 877 B 819 AB 862 AB 833 AB 822 A
842 AB 834 A 872 B 854 A 803 A 824 A 850 A
Retired
Online buying behaviour Children q7cx1_2 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_2 - What would have made you take some action - If the specific action to take was more clearly communicated
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
733 A 744 A 788 B 713 A 736 AB 724 AB 810 A 760 A 715
771 AB 773 B 733 A 701 A 713 AB 748 A 737 A 732 A
726 A 727 A 727 A 745 A 770 A 755 A 778 A 755 A
756 A 724 A 742 A 727 A 731 A 729 A 751 A
Retired
Online buying behaviour Children q7cx1_3 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_3 - What would have made you take some action - If the product was expensivevaluable
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 41
Consumersrsquo agreement with the statement that they would have taken action if they
knew someone who owned the product is associated most closely with their online
buying behaviour gender and occupation
Consumersrsquo agreement with the statement that they would have taken action if they
owned the product themselves is associated most closely with their financial status
their online buying behaviour and occupation
916 936 929 A 923 A 917 A 935 A 905 A 918 A 934 A
932 AB 923 AB 931 AB 910 A 955 B 918 A 931 A 927 A
928 AB 898 A 941 B 943 B 904 AB 882 AB 954 B 910 AB
951 911 A 917 A 915 A 894 A 920 A 938 A
Retired
Online buying behaviour Children q7cx1_4 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_4 - What would have made you take some action - If I knew someone who owned the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
976 A 983 A 983 A 979 A 974 A 980 A 981 A 983 A 977 A
989 BC 976 A 982 AB 973 A 995 C 980 A 979 A 979 A
975 AB 986 B 985 B 960 A 971 AB 981 AB 990 B 981 AB
986 B 973 A 981 AB 981 A 968 A 980 A 980 A
Retired
Online buying behaviour Children q7cx1_5 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10507)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_5 - What would have made you take some action - If I owned the product myself
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 42
Consumersrsquo agreement with the statement that it was clear which specific product was
recalled is associated most closely with their online buying behaviour
Consumersrsquo agreement with the statement that it was clear where the product has
been sold is associated most closely with their financial status and occupation
85 A 85 A 85 A 85 A 85 A 84 A 83 A 85 A 85 A
83 A 84 A 85 A 85 A 83 A 84 A 85 A 85 A
84 A 85 A 85 A 85 A 85 A 84 A 84 A 85 A
86 A 85 A 83 84 A 84 A 85 A 86 A
Retired
Online buying behaviour Childrenq7d_1 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_1 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear which specific product was recalled
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
74 A 75 A 76 A 75 A 74 A 73 A 73 A 76 A 74 A
73 A 73 A 75 AB 77 B 72 AB 75 A 75 A 74 A
74 A 73 A 75 AB 77 B 73 AB 72 A 74 AB 76 AB
74 A 75 A 75 A 74 A 74 A 75 A 75 A
Retired
Online buying behaviour Childrenq7d_2 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_2 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear where the product had been sold
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 43
Consumersrsquo agreement with the statement that it was clear what specific danger was
posed by the product is associated most closely with their age occupation and online
buying behaviour
Consumersrsquo agreement with the statement that it was clear who to contact for more
information is associated most closely with their online buying behaviour financial
status and with how many young children they have
79 A 80 A 79 AB 78 A 79 A 83 B 78 A 80 A 79 A
77 A 78 A 80 A 80 A 78 A 79 A 79 A 80 A
80 BC 77 A 80 BC 81 BC 78 ABC 80 ABC 83 C 78 AB
79 AB 80 B 78 A 78 A 79 A 80 A 80 A
Retired
Online buying behaviour Childrenq7d_3 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_3 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what specific danger was posed by the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
71 A 70 A 70 A 71 A 70 A 72 A 70 A 71 A 71 A
70 AB 69 A 71 AB 73 B 70 AB 71 A 71 A 71 A
71 AB 70 AB 70 A 73 B 68 AB 72 AB 72 AB 71 AB
72 B 71 AB 69 A 69 A 71 AB 73 B 72 B
Retired
Online buying behaviour Childrenq7d_4 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_4 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear who to contact for more information
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 44
Consumersrsquo agreement with the statement that it was clear what procedure to follow
to return replace or dispose of the product is associated most closely with their online
buying behaviour financial status and education level
Consumersrsquo agreement with the statement that it was clear what procedure to follow
to receive a reimbursement or compensation is associated most closely with their age
online buying behaviour and with how many young children they have
71 A 71 A 69 A 72 B 71 AB 72 AB 71 AB 73 B 70 A
68 A 70 A 71 A 74 B 70 AB 72 A 71 A 71 A
70 A 71 A 71 A 72 A 68 A 74 A 70 A 72 A
73 71 A 69 A 69 A 72 AB 71 AB 72 B
Retired
Online buying behaviour Childrenq7d_5 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_5 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what procedure to follow to return replace or dispose of the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
63 A 64 A 61 A 64 BC 62 AB 67 C 64 AB 65 B 62 A
62 AB 63 AB 64 AB 65 B 56 A 64 AB 64 B 62 A
62 A 62 A 63 A 67 B 63 AB 65 AB 69 B 64 AB
65 A 64 A 61 61 66 A 64 A 65 A
Retired
Online buying behaviour Childrenq7d_6 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_6 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what procedure to follow to receive a reimbursement or compensation
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 45
Consumersrsquo agreement with the statement that the communication was easy to access
and visible is associated most closely with their financial status gender and with how
many young children they have
Consumersrsquo agreement with the statement that minimum effort required on their part
is an important factor in their decision to register when buying a product is associated
most closely with their education level occupation and financial status
73 75 73 A 74 A 76 A 74 A 75 A 75 A 73 A
73 AB 72 A 75 B 77 66 A 74 A 75 A 74 A
74 A 73 A 75 A 75 A 74 A 72 A 73 A 73 A
75 A 74 A 73 A 73 A 75 AB 74 AB 75 B
Retired
Online buying behaviour Childrenq7d_7 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_7 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - The communication was easy to access and visible
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
75 A 77 A 78 B 76 AB 74 AB 73 A 81 75 A 75 A
79 BC 75 ABC 75 AB 78 C 68 A 76 A 75 A 76 A
73 B 75 BC 77 BC 76 BC 65 A 76 BC 71 ABC 78 C
77 A 75 A 74 A 75 A 75 A 74 A 77 A
Retired
Online buying behaviour Children q10_1 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q10_1 - How important are the following factors in your decision to register your contact details when buying a product - There is minimum
effort required on my part
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 46
Consumersrsquo agreement with the statement that receiving an incentive such as a
voucher discount or gift is an important factor in their decision to register when
buying a product is associated most closely with their financial status education level
and age
55 A 57 A 61 56 A 53 A 51 A 63 54 A 57 A
65 B 59 B 55 A 53 A 47 A 56 A 57 A 56 A
54 A 56 A 53 A 61 B 56 AB 58 AB 59 AB 58 AB
55 A 57 A 57 A 56 A 60 A 55 A 56 A
2018
q10_2 - How important are the following factors in your decision to register your contact details when buying a product - I receive an
incentive such as a voucher discount or gift
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_2 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 36
Consumersrsquo preference of receiving information about recalls of products they have
purchased via traditional press or media is associated most closely with their financial
status gender and age
Consumersrsquo preference of receiving information about recalls of products they have
purchased via online media is associated most closely with their age online buying
behaviour and with how many young children they have
809 842 787 839 A 838 A 842 A 786 A 839 820 A
798 A 841 B 840 B 780 A 755 A 831 A 822 A 823 A
814 ABC 808 ABC 843 D 815 BC 764 A 846 CD 772 AB 842 CD
801 831 A 842 A 828 A 816 A 816 A 828 A
Retired
Online buying behaviour Children
q18_1 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q18_1 - How would you prefer to receive information about recalls of products you have purchased - Traditional press or media
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
630 A 624 A 728 645 600 508 622 AB 640 B 615 A
597 A 635 A 632 A 615 A 602 A 623 A 635 A 620 A
629 ABC 656 C 646 C 643 BC 649 ABC 595 AB 643 ABC 587 A
686 654 532 627 A 672 B 642 AB 616 A
Retired
Online buying behaviour Children
q18_2 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q18_2 - How would you prefer to receive information about recalls of products you have purchased - Online media
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 37
Consumersrsquo preference to receive information about recalls of products they have
purchased directly is associated most closely with their online buying behaviour
gender and occupation
74 Consumer responses to product recalls
Consumersrsquo likelihood to check if a recall notice concerned a product they owned is
associated most closely with their online buying behaviour financial situation and
occupation
850 832 854 A 849 A 837 A 815 A 841 A 839 A 842 A
844 A 844 A 839 A 843 A 783 A 844 A 844 A 833 A
838 AB 871 B 846 AB 822 A 832 AB 838 AB 805 A 841 AB
877 835 A 813 A 835 A 809 A 843 A 848 A
Retired
Online buying behaviour Children
q18_6 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q18_6 - How would you prefer to receive information about recalls of products you have purchased - Directly
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
778 A 771 A 781 A 779 A 760 A 772 A 735 A 785 A 771 A
706 A 763 AB 792 C 771 BC 695 AB 780 A 772 A 771 A
768 AB 803 BC 817 C 723 A 717 A 760 ABC 774 ABC 742 A
812 765 A 735 A 760 A 782 A 798 A 776 A
2018
q7crow1_1 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You checked to see if it concerned a product you owned
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow1_1 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 38
Consumersrsquo likelihood to take no action even though they owned a recalled product is
associated most closely with their education level gender and financial status
Consumersrsquo likelihood to follow the instructions of the recall notice to send back the
product or contact the manufacturer or the seller is associated most closely with the
degree of urbanisation and their occupation
166 117 219 B 136 AB 122 AB 104 A 283 119 A 140 A
154 AB 163 B 138 B 130 B 56 A 136 A 142 A 145 A
136 ABC 131 ABC 111 AB 157 ABC 134 ABC 235 C 75 A 185 BC
136 A 141 A 152 A 132 A 113 A 140 A 154 A
2018
q7crow3_3 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You took no action even though you owned the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow3_3 - base EU28
respondents who have seen
or heard about product
recalls (N=2631)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
774 A 742 A 751 A 746 A 773 A 777 A 761 A 759 A 756 A
759 A 774 A 740 A 797 A 650 A 790 B 763 AB 719 A
796 A 835 A 770 A 735 A 651 A 743 A 651 A 703 A
770 A 760 A 730 A 721 A 797 A 742 A 780 A
2018
q7crow4_4 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You owned the product and followed the instructions of the recall notice to send back the product or
contact the manufacturerseller
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow4_4 - base EU28
respondents who have seen
or heard about product
recalls (N=2174)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 39
Consumersrsquo likelihood to tell other people about a product recall is associated most
closely with their financial status gender and age
75 Drivers of consumer actions
Consumersrsquo agreement with the statement that they would have taken action if the
potential danger was more clearly communicated and seemed serious is associated
most closely with how many young children they have and with their occupation
601 631 654 B 597 A 594 A 626 AB 636 AB 646 B 591 A
641 BC 676 C 622 B 524 A 551 AB 605 A 627 A 612 A
593 AB 639 AB 639 B 644 B 561 AB 548 A 604 AB 585 AB
619 AB 601 A 642 B 600 AB 588 AB 589 A 640 B
2018
q7crow5_5 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You told other people about it
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow5_5 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
894 A 906 A 884 A 901 A 904 A 917 A 915 A 912 A 891 A
920 A 902 A 903 A 890 A 862 A 908 A 901 A 892 A
876 A 915 AB 892 A 927 B 894 AB 924 AB 945 B 898 AB
901 A 895 A 912 A 911 AB 928 B 875 A 892 AB
Retired
Online buying behaviour Children q7cx1_1 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_1 - What would have made you take some action - If the potential danger was more clearly communicated and seemed serious
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 40
Consumersrsquo agreement with the statement that they would have taken action if the
specific action to take was more clearly communicated is associated most closely with
their financial status online buying behaviour and occupation
Consumersrsquo agreement with the statement that they would have taken action if the
product was expensive or valuable is associated most closely with their education
level age and financial status
836 A 852 A 832 AB 831 A 851 AB 883 B 849 A 858 A 834 A
866 AB 870 B 845 AB 812 A 761 A 841 A 834 A 857 A
841 AB 869 AB 838 AB 877 B 819 AB 862 AB 833 AB 822 A
842 AB 834 A 872 B 854 A 803 A 824 A 850 A
Retired
Online buying behaviour Children q7cx1_2 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_2 - What would have made you take some action - If the specific action to take was more clearly communicated
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
733 A 744 A 788 B 713 A 736 AB 724 AB 810 A 760 A 715
771 AB 773 B 733 A 701 A 713 AB 748 A 737 A 732 A
726 A 727 A 727 A 745 A 770 A 755 A 778 A 755 A
756 A 724 A 742 A 727 A 731 A 729 A 751 A
Retired
Online buying behaviour Children q7cx1_3 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_3 - What would have made you take some action - If the product was expensivevaluable
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 41
Consumersrsquo agreement with the statement that they would have taken action if they
knew someone who owned the product is associated most closely with their online
buying behaviour gender and occupation
Consumersrsquo agreement with the statement that they would have taken action if they
owned the product themselves is associated most closely with their financial status
their online buying behaviour and occupation
916 936 929 A 923 A 917 A 935 A 905 A 918 A 934 A
932 AB 923 AB 931 AB 910 A 955 B 918 A 931 A 927 A
928 AB 898 A 941 B 943 B 904 AB 882 AB 954 B 910 AB
951 911 A 917 A 915 A 894 A 920 A 938 A
Retired
Online buying behaviour Children q7cx1_4 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_4 - What would have made you take some action - If I knew someone who owned the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
976 A 983 A 983 A 979 A 974 A 980 A 981 A 983 A 977 A
989 BC 976 A 982 AB 973 A 995 C 980 A 979 A 979 A
975 AB 986 B 985 B 960 A 971 AB 981 AB 990 B 981 AB
986 B 973 A 981 AB 981 A 968 A 980 A 980 A
Retired
Online buying behaviour Children q7cx1_5 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10507)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_5 - What would have made you take some action - If I owned the product myself
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 42
Consumersrsquo agreement with the statement that it was clear which specific product was
recalled is associated most closely with their online buying behaviour
Consumersrsquo agreement with the statement that it was clear where the product has
been sold is associated most closely with their financial status and occupation
85 A 85 A 85 A 85 A 85 A 84 A 83 A 85 A 85 A
83 A 84 A 85 A 85 A 83 A 84 A 85 A 85 A
84 A 85 A 85 A 85 A 85 A 84 A 84 A 85 A
86 A 85 A 83 84 A 84 A 85 A 86 A
Retired
Online buying behaviour Childrenq7d_1 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_1 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear which specific product was recalled
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
74 A 75 A 76 A 75 A 74 A 73 A 73 A 76 A 74 A
73 A 73 A 75 AB 77 B 72 AB 75 A 75 A 74 A
74 A 73 A 75 AB 77 B 73 AB 72 A 74 AB 76 AB
74 A 75 A 75 A 74 A 74 A 75 A 75 A
Retired
Online buying behaviour Childrenq7d_2 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_2 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear where the product had been sold
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 43
Consumersrsquo agreement with the statement that it was clear what specific danger was
posed by the product is associated most closely with their age occupation and online
buying behaviour
Consumersrsquo agreement with the statement that it was clear who to contact for more
information is associated most closely with their online buying behaviour financial
status and with how many young children they have
79 A 80 A 79 AB 78 A 79 A 83 B 78 A 80 A 79 A
77 A 78 A 80 A 80 A 78 A 79 A 79 A 80 A
80 BC 77 A 80 BC 81 BC 78 ABC 80 ABC 83 C 78 AB
79 AB 80 B 78 A 78 A 79 A 80 A 80 A
Retired
Online buying behaviour Childrenq7d_3 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_3 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what specific danger was posed by the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
71 A 70 A 70 A 71 A 70 A 72 A 70 A 71 A 71 A
70 AB 69 A 71 AB 73 B 70 AB 71 A 71 A 71 A
71 AB 70 AB 70 A 73 B 68 AB 72 AB 72 AB 71 AB
72 B 71 AB 69 A 69 A 71 AB 73 B 72 B
Retired
Online buying behaviour Childrenq7d_4 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_4 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear who to contact for more information
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 44
Consumersrsquo agreement with the statement that it was clear what procedure to follow
to return replace or dispose of the product is associated most closely with their online
buying behaviour financial status and education level
Consumersrsquo agreement with the statement that it was clear what procedure to follow
to receive a reimbursement or compensation is associated most closely with their age
online buying behaviour and with how many young children they have
71 A 71 A 69 A 72 B 71 AB 72 AB 71 AB 73 B 70 A
68 A 70 A 71 A 74 B 70 AB 72 A 71 A 71 A
70 A 71 A 71 A 72 A 68 A 74 A 70 A 72 A
73 71 A 69 A 69 A 72 AB 71 AB 72 B
Retired
Online buying behaviour Childrenq7d_5 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_5 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what procedure to follow to return replace or dispose of the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
63 A 64 A 61 A 64 BC 62 AB 67 C 64 AB 65 B 62 A
62 AB 63 AB 64 AB 65 B 56 A 64 AB 64 B 62 A
62 A 62 A 63 A 67 B 63 AB 65 AB 69 B 64 AB
65 A 64 A 61 61 66 A 64 A 65 A
Retired
Online buying behaviour Childrenq7d_6 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_6 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what procedure to follow to receive a reimbursement or compensation
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 45
Consumersrsquo agreement with the statement that the communication was easy to access
and visible is associated most closely with their financial status gender and with how
many young children they have
Consumersrsquo agreement with the statement that minimum effort required on their part
is an important factor in their decision to register when buying a product is associated
most closely with their education level occupation and financial status
73 75 73 A 74 A 76 A 74 A 75 A 75 A 73 A
73 AB 72 A 75 B 77 66 A 74 A 75 A 74 A
74 A 73 A 75 A 75 A 74 A 72 A 73 A 73 A
75 A 74 A 73 A 73 A 75 AB 74 AB 75 B
Retired
Online buying behaviour Childrenq7d_7 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_7 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - The communication was easy to access and visible
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
75 A 77 A 78 B 76 AB 74 AB 73 A 81 75 A 75 A
79 BC 75 ABC 75 AB 78 C 68 A 76 A 75 A 76 A
73 B 75 BC 77 BC 76 BC 65 A 76 BC 71 ABC 78 C
77 A 75 A 74 A 75 A 75 A 74 A 77 A
Retired
Online buying behaviour Children q10_1 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q10_1 - How important are the following factors in your decision to register your contact details when buying a product - There is minimum
effort required on my part
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 46
Consumersrsquo agreement with the statement that receiving an incentive such as a
voucher discount or gift is an important factor in their decision to register when
buying a product is associated most closely with their financial status education level
and age
55 A 57 A 61 56 A 53 A 51 A 63 54 A 57 A
65 B 59 B 55 A 53 A 47 A 56 A 57 A 56 A
54 A 56 A 53 A 61 B 56 AB 58 AB 59 AB 58 AB
55 A 57 A 57 A 56 A 60 A 55 A 56 A
2018
q10_2 - How important are the following factors in your decision to register your contact details when buying a product - I receive an
incentive such as a voucher discount or gift
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_2 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 37
Consumersrsquo preference to receive information about recalls of products they have
purchased directly is associated most closely with their online buying behaviour
gender and occupation
74 Consumer responses to product recalls
Consumersrsquo likelihood to check if a recall notice concerned a product they owned is
associated most closely with their online buying behaviour financial situation and
occupation
850 832 854 A 849 A 837 A 815 A 841 A 839 A 842 A
844 A 844 A 839 A 843 A 783 A 844 A 844 A 833 A
838 AB 871 B 846 AB 822 A 832 AB 838 AB 805 A 841 AB
877 835 A 813 A 835 A 809 A 843 A 848 A
Retired
Online buying behaviour Children
q18_6 - base all EU28
respondents (N=24039)Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q18_6 - How would you prefer to receive information about recalls of products you have purchased - Directly
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
778 A 771 A 781 A 779 A 760 A 772 A 735 A 785 A 771 A
706 A 763 AB 792 C 771 BC 695 AB 780 A 772 A 771 A
768 AB 803 BC 817 C 723 A 717 A 760 ABC 774 ABC 742 A
812 765 A 735 A 760 A 782 A 798 A 776 A
2018
q7crow1_1 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You checked to see if it concerned a product you owned
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow1_1 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 38
Consumersrsquo likelihood to take no action even though they owned a recalled product is
associated most closely with their education level gender and financial status
Consumersrsquo likelihood to follow the instructions of the recall notice to send back the
product or contact the manufacturer or the seller is associated most closely with the
degree of urbanisation and their occupation
166 117 219 B 136 AB 122 AB 104 A 283 119 A 140 A
154 AB 163 B 138 B 130 B 56 A 136 A 142 A 145 A
136 ABC 131 ABC 111 AB 157 ABC 134 ABC 235 C 75 A 185 BC
136 A 141 A 152 A 132 A 113 A 140 A 154 A
2018
q7crow3_3 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You took no action even though you owned the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow3_3 - base EU28
respondents who have seen
or heard about product
recalls (N=2631)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
774 A 742 A 751 A 746 A 773 A 777 A 761 A 759 A 756 A
759 A 774 A 740 A 797 A 650 A 790 B 763 AB 719 A
796 A 835 A 770 A 735 A 651 A 743 A 651 A 703 A
770 A 760 A 730 A 721 A 797 A 742 A 780 A
2018
q7crow4_4 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You owned the product and followed the instructions of the recall notice to send back the product or
contact the manufacturerseller
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow4_4 - base EU28
respondents who have seen
or heard about product
recalls (N=2174)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 39
Consumersrsquo likelihood to tell other people about a product recall is associated most
closely with their financial status gender and age
75 Drivers of consumer actions
Consumersrsquo agreement with the statement that they would have taken action if the
potential danger was more clearly communicated and seemed serious is associated
most closely with how many young children they have and with their occupation
601 631 654 B 597 A 594 A 626 AB 636 AB 646 B 591 A
641 BC 676 C 622 B 524 A 551 AB 605 A 627 A 612 A
593 AB 639 AB 639 B 644 B 561 AB 548 A 604 AB 585 AB
619 AB 601 A 642 B 600 AB 588 AB 589 A 640 B
2018
q7crow5_5 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You told other people about it
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow5_5 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
894 A 906 A 884 A 901 A 904 A 917 A 915 A 912 A 891 A
920 A 902 A 903 A 890 A 862 A 908 A 901 A 892 A
876 A 915 AB 892 A 927 B 894 AB 924 AB 945 B 898 AB
901 A 895 A 912 A 911 AB 928 B 875 A 892 AB
Retired
Online buying behaviour Children q7cx1_1 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_1 - What would have made you take some action - If the potential danger was more clearly communicated and seemed serious
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 40
Consumersrsquo agreement with the statement that they would have taken action if the
specific action to take was more clearly communicated is associated most closely with
their financial status online buying behaviour and occupation
Consumersrsquo agreement with the statement that they would have taken action if the
product was expensive or valuable is associated most closely with their education
level age and financial status
836 A 852 A 832 AB 831 A 851 AB 883 B 849 A 858 A 834 A
866 AB 870 B 845 AB 812 A 761 A 841 A 834 A 857 A
841 AB 869 AB 838 AB 877 B 819 AB 862 AB 833 AB 822 A
842 AB 834 A 872 B 854 A 803 A 824 A 850 A
Retired
Online buying behaviour Children q7cx1_2 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_2 - What would have made you take some action - If the specific action to take was more clearly communicated
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
733 A 744 A 788 B 713 A 736 AB 724 AB 810 A 760 A 715
771 AB 773 B 733 A 701 A 713 AB 748 A 737 A 732 A
726 A 727 A 727 A 745 A 770 A 755 A 778 A 755 A
756 A 724 A 742 A 727 A 731 A 729 A 751 A
Retired
Online buying behaviour Children q7cx1_3 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_3 - What would have made you take some action - If the product was expensivevaluable
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 41
Consumersrsquo agreement with the statement that they would have taken action if they
knew someone who owned the product is associated most closely with their online
buying behaviour gender and occupation
Consumersrsquo agreement with the statement that they would have taken action if they
owned the product themselves is associated most closely with their financial status
their online buying behaviour and occupation
916 936 929 A 923 A 917 A 935 A 905 A 918 A 934 A
932 AB 923 AB 931 AB 910 A 955 B 918 A 931 A 927 A
928 AB 898 A 941 B 943 B 904 AB 882 AB 954 B 910 AB
951 911 A 917 A 915 A 894 A 920 A 938 A
Retired
Online buying behaviour Children q7cx1_4 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_4 - What would have made you take some action - If I knew someone who owned the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
976 A 983 A 983 A 979 A 974 A 980 A 981 A 983 A 977 A
989 BC 976 A 982 AB 973 A 995 C 980 A 979 A 979 A
975 AB 986 B 985 B 960 A 971 AB 981 AB 990 B 981 AB
986 B 973 A 981 AB 981 A 968 A 980 A 980 A
Retired
Online buying behaviour Children q7cx1_5 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10507)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_5 - What would have made you take some action - If I owned the product myself
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 42
Consumersrsquo agreement with the statement that it was clear which specific product was
recalled is associated most closely with their online buying behaviour
Consumersrsquo agreement with the statement that it was clear where the product has
been sold is associated most closely with their financial status and occupation
85 A 85 A 85 A 85 A 85 A 84 A 83 A 85 A 85 A
83 A 84 A 85 A 85 A 83 A 84 A 85 A 85 A
84 A 85 A 85 A 85 A 85 A 84 A 84 A 85 A
86 A 85 A 83 84 A 84 A 85 A 86 A
Retired
Online buying behaviour Childrenq7d_1 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_1 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear which specific product was recalled
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
74 A 75 A 76 A 75 A 74 A 73 A 73 A 76 A 74 A
73 A 73 A 75 AB 77 B 72 AB 75 A 75 A 74 A
74 A 73 A 75 AB 77 B 73 AB 72 A 74 AB 76 AB
74 A 75 A 75 A 74 A 74 A 75 A 75 A
Retired
Online buying behaviour Childrenq7d_2 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_2 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear where the product had been sold
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 43
Consumersrsquo agreement with the statement that it was clear what specific danger was
posed by the product is associated most closely with their age occupation and online
buying behaviour
Consumersrsquo agreement with the statement that it was clear who to contact for more
information is associated most closely with their online buying behaviour financial
status and with how many young children they have
79 A 80 A 79 AB 78 A 79 A 83 B 78 A 80 A 79 A
77 A 78 A 80 A 80 A 78 A 79 A 79 A 80 A
80 BC 77 A 80 BC 81 BC 78 ABC 80 ABC 83 C 78 AB
79 AB 80 B 78 A 78 A 79 A 80 A 80 A
Retired
Online buying behaviour Childrenq7d_3 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_3 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what specific danger was posed by the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
71 A 70 A 70 A 71 A 70 A 72 A 70 A 71 A 71 A
70 AB 69 A 71 AB 73 B 70 AB 71 A 71 A 71 A
71 AB 70 AB 70 A 73 B 68 AB 72 AB 72 AB 71 AB
72 B 71 AB 69 A 69 A 71 AB 73 B 72 B
Retired
Online buying behaviour Childrenq7d_4 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_4 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear who to contact for more information
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 44
Consumersrsquo agreement with the statement that it was clear what procedure to follow
to return replace or dispose of the product is associated most closely with their online
buying behaviour financial status and education level
Consumersrsquo agreement with the statement that it was clear what procedure to follow
to receive a reimbursement or compensation is associated most closely with their age
online buying behaviour and with how many young children they have
71 A 71 A 69 A 72 B 71 AB 72 AB 71 AB 73 B 70 A
68 A 70 A 71 A 74 B 70 AB 72 A 71 A 71 A
70 A 71 A 71 A 72 A 68 A 74 A 70 A 72 A
73 71 A 69 A 69 A 72 AB 71 AB 72 B
Retired
Online buying behaviour Childrenq7d_5 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_5 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what procedure to follow to return replace or dispose of the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
63 A 64 A 61 A 64 BC 62 AB 67 C 64 AB 65 B 62 A
62 AB 63 AB 64 AB 65 B 56 A 64 AB 64 B 62 A
62 A 62 A 63 A 67 B 63 AB 65 AB 69 B 64 AB
65 A 64 A 61 61 66 A 64 A 65 A
Retired
Online buying behaviour Childrenq7d_6 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_6 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what procedure to follow to receive a reimbursement or compensation
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 45
Consumersrsquo agreement with the statement that the communication was easy to access
and visible is associated most closely with their financial status gender and with how
many young children they have
Consumersrsquo agreement with the statement that minimum effort required on their part
is an important factor in their decision to register when buying a product is associated
most closely with their education level occupation and financial status
73 75 73 A 74 A 76 A 74 A 75 A 75 A 73 A
73 AB 72 A 75 B 77 66 A 74 A 75 A 74 A
74 A 73 A 75 A 75 A 74 A 72 A 73 A 73 A
75 A 74 A 73 A 73 A 75 AB 74 AB 75 B
Retired
Online buying behaviour Childrenq7d_7 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_7 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - The communication was easy to access and visible
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
75 A 77 A 78 B 76 AB 74 AB 73 A 81 75 A 75 A
79 BC 75 ABC 75 AB 78 C 68 A 76 A 75 A 76 A
73 B 75 BC 77 BC 76 BC 65 A 76 BC 71 ABC 78 C
77 A 75 A 74 A 75 A 75 A 74 A 77 A
Retired
Online buying behaviour Children q10_1 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q10_1 - How important are the following factors in your decision to register your contact details when buying a product - There is minimum
effort required on my part
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 46
Consumersrsquo agreement with the statement that receiving an incentive such as a
voucher discount or gift is an important factor in their decision to register when
buying a product is associated most closely with their financial status education level
and age
55 A 57 A 61 56 A 53 A 51 A 63 54 A 57 A
65 B 59 B 55 A 53 A 47 A 56 A 57 A 56 A
54 A 56 A 53 A 61 B 56 AB 58 AB 59 AB 58 AB
55 A 57 A 57 A 56 A 60 A 55 A 56 A
2018
q10_2 - How important are the following factors in your decision to register your contact details when buying a product - I receive an
incentive such as a voucher discount or gift
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_2 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 38
Consumersrsquo likelihood to take no action even though they owned a recalled product is
associated most closely with their education level gender and financial status
Consumersrsquo likelihood to follow the instructions of the recall notice to send back the
product or contact the manufacturer or the seller is associated most closely with the
degree of urbanisation and their occupation
166 117 219 B 136 AB 122 AB 104 A 283 119 A 140 A
154 AB 163 B 138 B 130 B 56 A 136 A 142 A 145 A
136 ABC 131 ABC 111 AB 157 ABC 134 ABC 235 C 75 A 185 BC
136 A 141 A 152 A 132 A 113 A 140 A 154 A
2018
q7crow3_3 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You took no action even though you owned the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow3_3 - base EU28
respondents who have seen
or heard about product
recalls (N=2631)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
774 A 742 A 751 A 746 A 773 A 777 A 761 A 759 A 756 A
759 A 774 A 740 A 797 A 650 A 790 B 763 AB 719 A
796 A 835 A 770 A 735 A 651 A 743 A 651 A 703 A
770 A 760 A 730 A 721 A 797 A 742 A 780 A
2018
q7crow4_4 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You owned the product and followed the instructions of the recall notice to send back the product or
contact the manufacturerseller
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow4_4 - base EU28
respondents who have seen
or heard about product
recalls (N=2174)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 39
Consumersrsquo likelihood to tell other people about a product recall is associated most
closely with their financial status gender and age
75 Drivers of consumer actions
Consumersrsquo agreement with the statement that they would have taken action if the
potential danger was more clearly communicated and seemed serious is associated
most closely with how many young children they have and with their occupation
601 631 654 B 597 A 594 A 626 AB 636 AB 646 B 591 A
641 BC 676 C 622 B 524 A 551 AB 605 A 627 A 612 A
593 AB 639 AB 639 B 644 B 561 AB 548 A 604 AB 585 AB
619 AB 601 A 642 B 600 AB 588 AB 589 A 640 B
2018
q7crow5_5 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You told other people about it
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow5_5 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
894 A 906 A 884 A 901 A 904 A 917 A 915 A 912 A 891 A
920 A 902 A 903 A 890 A 862 A 908 A 901 A 892 A
876 A 915 AB 892 A 927 B 894 AB 924 AB 945 B 898 AB
901 A 895 A 912 A 911 AB 928 B 875 A 892 AB
Retired
Online buying behaviour Children q7cx1_1 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_1 - What would have made you take some action - If the potential danger was more clearly communicated and seemed serious
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 40
Consumersrsquo agreement with the statement that they would have taken action if the
specific action to take was more clearly communicated is associated most closely with
their financial status online buying behaviour and occupation
Consumersrsquo agreement with the statement that they would have taken action if the
product was expensive or valuable is associated most closely with their education
level age and financial status
836 A 852 A 832 AB 831 A 851 AB 883 B 849 A 858 A 834 A
866 AB 870 B 845 AB 812 A 761 A 841 A 834 A 857 A
841 AB 869 AB 838 AB 877 B 819 AB 862 AB 833 AB 822 A
842 AB 834 A 872 B 854 A 803 A 824 A 850 A
Retired
Online buying behaviour Children q7cx1_2 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_2 - What would have made you take some action - If the specific action to take was more clearly communicated
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
733 A 744 A 788 B 713 A 736 AB 724 AB 810 A 760 A 715
771 AB 773 B 733 A 701 A 713 AB 748 A 737 A 732 A
726 A 727 A 727 A 745 A 770 A 755 A 778 A 755 A
756 A 724 A 742 A 727 A 731 A 729 A 751 A
Retired
Online buying behaviour Children q7cx1_3 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_3 - What would have made you take some action - If the product was expensivevaluable
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 41
Consumersrsquo agreement with the statement that they would have taken action if they
knew someone who owned the product is associated most closely with their online
buying behaviour gender and occupation
Consumersrsquo agreement with the statement that they would have taken action if they
owned the product themselves is associated most closely with their financial status
their online buying behaviour and occupation
916 936 929 A 923 A 917 A 935 A 905 A 918 A 934 A
932 AB 923 AB 931 AB 910 A 955 B 918 A 931 A 927 A
928 AB 898 A 941 B 943 B 904 AB 882 AB 954 B 910 AB
951 911 A 917 A 915 A 894 A 920 A 938 A
Retired
Online buying behaviour Children q7cx1_4 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_4 - What would have made you take some action - If I knew someone who owned the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
976 A 983 A 983 A 979 A 974 A 980 A 981 A 983 A 977 A
989 BC 976 A 982 AB 973 A 995 C 980 A 979 A 979 A
975 AB 986 B 985 B 960 A 971 AB 981 AB 990 B 981 AB
986 B 973 A 981 AB 981 A 968 A 980 A 980 A
Retired
Online buying behaviour Children q7cx1_5 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10507)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_5 - What would have made you take some action - If I owned the product myself
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 42
Consumersrsquo agreement with the statement that it was clear which specific product was
recalled is associated most closely with their online buying behaviour
Consumersrsquo agreement with the statement that it was clear where the product has
been sold is associated most closely with their financial status and occupation
85 A 85 A 85 A 85 A 85 A 84 A 83 A 85 A 85 A
83 A 84 A 85 A 85 A 83 A 84 A 85 A 85 A
84 A 85 A 85 A 85 A 85 A 84 A 84 A 85 A
86 A 85 A 83 84 A 84 A 85 A 86 A
Retired
Online buying behaviour Childrenq7d_1 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_1 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear which specific product was recalled
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
74 A 75 A 76 A 75 A 74 A 73 A 73 A 76 A 74 A
73 A 73 A 75 AB 77 B 72 AB 75 A 75 A 74 A
74 A 73 A 75 AB 77 B 73 AB 72 A 74 AB 76 AB
74 A 75 A 75 A 74 A 74 A 75 A 75 A
Retired
Online buying behaviour Childrenq7d_2 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_2 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear where the product had been sold
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 43
Consumersrsquo agreement with the statement that it was clear what specific danger was
posed by the product is associated most closely with their age occupation and online
buying behaviour
Consumersrsquo agreement with the statement that it was clear who to contact for more
information is associated most closely with their online buying behaviour financial
status and with how many young children they have
79 A 80 A 79 AB 78 A 79 A 83 B 78 A 80 A 79 A
77 A 78 A 80 A 80 A 78 A 79 A 79 A 80 A
80 BC 77 A 80 BC 81 BC 78 ABC 80 ABC 83 C 78 AB
79 AB 80 B 78 A 78 A 79 A 80 A 80 A
Retired
Online buying behaviour Childrenq7d_3 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_3 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what specific danger was posed by the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
71 A 70 A 70 A 71 A 70 A 72 A 70 A 71 A 71 A
70 AB 69 A 71 AB 73 B 70 AB 71 A 71 A 71 A
71 AB 70 AB 70 A 73 B 68 AB 72 AB 72 AB 71 AB
72 B 71 AB 69 A 69 A 71 AB 73 B 72 B
Retired
Online buying behaviour Childrenq7d_4 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_4 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear who to contact for more information
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 44
Consumersrsquo agreement with the statement that it was clear what procedure to follow
to return replace or dispose of the product is associated most closely with their online
buying behaviour financial status and education level
Consumersrsquo agreement with the statement that it was clear what procedure to follow
to receive a reimbursement or compensation is associated most closely with their age
online buying behaviour and with how many young children they have
71 A 71 A 69 A 72 B 71 AB 72 AB 71 AB 73 B 70 A
68 A 70 A 71 A 74 B 70 AB 72 A 71 A 71 A
70 A 71 A 71 A 72 A 68 A 74 A 70 A 72 A
73 71 A 69 A 69 A 72 AB 71 AB 72 B
Retired
Online buying behaviour Childrenq7d_5 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_5 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what procedure to follow to return replace or dispose of the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
63 A 64 A 61 A 64 BC 62 AB 67 C 64 AB 65 B 62 A
62 AB 63 AB 64 AB 65 B 56 A 64 AB 64 B 62 A
62 A 62 A 63 A 67 B 63 AB 65 AB 69 B 64 AB
65 A 64 A 61 61 66 A 64 A 65 A
Retired
Online buying behaviour Childrenq7d_6 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_6 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what procedure to follow to receive a reimbursement or compensation
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 45
Consumersrsquo agreement with the statement that the communication was easy to access
and visible is associated most closely with their financial status gender and with how
many young children they have
Consumersrsquo agreement with the statement that minimum effort required on their part
is an important factor in their decision to register when buying a product is associated
most closely with their education level occupation and financial status
73 75 73 A 74 A 76 A 74 A 75 A 75 A 73 A
73 AB 72 A 75 B 77 66 A 74 A 75 A 74 A
74 A 73 A 75 A 75 A 74 A 72 A 73 A 73 A
75 A 74 A 73 A 73 A 75 AB 74 AB 75 B
Retired
Online buying behaviour Childrenq7d_7 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_7 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - The communication was easy to access and visible
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
75 A 77 A 78 B 76 AB 74 AB 73 A 81 75 A 75 A
79 BC 75 ABC 75 AB 78 C 68 A 76 A 75 A 76 A
73 B 75 BC 77 BC 76 BC 65 A 76 BC 71 ABC 78 C
77 A 75 A 74 A 75 A 75 A 74 A 77 A
Retired
Online buying behaviour Children q10_1 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q10_1 - How important are the following factors in your decision to register your contact details when buying a product - There is minimum
effort required on my part
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 46
Consumersrsquo agreement with the statement that receiving an incentive such as a
voucher discount or gift is an important factor in their decision to register when
buying a product is associated most closely with their financial status education level
and age
55 A 57 A 61 56 A 53 A 51 A 63 54 A 57 A
65 B 59 B 55 A 53 A 47 A 56 A 57 A 56 A
54 A 56 A 53 A 61 B 56 AB 58 AB 59 AB 58 AB
55 A 57 A 57 A 56 A 60 A 55 A 56 A
2018
q10_2 - How important are the following factors in your decision to register your contact details when buying a product - I receive an
incentive such as a voucher discount or gift
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_2 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 39
Consumersrsquo likelihood to tell other people about a product recall is associated most
closely with their financial status gender and age
75 Drivers of consumer actions
Consumersrsquo agreement with the statement that they would have taken action if the
potential danger was more clearly communicated and seemed serious is associated
most closely with how many young children they have and with their occupation
601 631 654 B 597 A 594 A 626 AB 636 AB 646 B 591 A
641 BC 676 C 622 B 524 A 551 AB 605 A 627 A 612 A
593 AB 639 AB 639 B 644 B 561 AB 548 A 604 AB 585 AB
619 AB 601 A 642 B 600 AB 588 AB 589 A 640 B
2018
q7crow5_5 - Thinking only about the latest recall notice that you were exposed to what actions did you take after seeinghearing the
communication about the product recall - You told other people about it
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Childrenq7crow5_5 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
894 A 906 A 884 A 901 A 904 A 917 A 915 A 912 A 891 A
920 A 902 A 903 A 890 A 862 A 908 A 901 A 892 A
876 A 915 AB 892 A 927 B 894 AB 924 AB 945 B 898 AB
901 A 895 A 912 A 911 AB 928 B 875 A 892 AB
Retired
Online buying behaviour Children q7cx1_1 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_1 - What would have made you take some action - If the potential danger was more clearly communicated and seemed serious
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 40
Consumersrsquo agreement with the statement that they would have taken action if the
specific action to take was more clearly communicated is associated most closely with
their financial status online buying behaviour and occupation
Consumersrsquo agreement with the statement that they would have taken action if the
product was expensive or valuable is associated most closely with their education
level age and financial status
836 A 852 A 832 AB 831 A 851 AB 883 B 849 A 858 A 834 A
866 AB 870 B 845 AB 812 A 761 A 841 A 834 A 857 A
841 AB 869 AB 838 AB 877 B 819 AB 862 AB 833 AB 822 A
842 AB 834 A 872 B 854 A 803 A 824 A 850 A
Retired
Online buying behaviour Children q7cx1_2 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_2 - What would have made you take some action - If the specific action to take was more clearly communicated
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
733 A 744 A 788 B 713 A 736 AB 724 AB 810 A 760 A 715
771 AB 773 B 733 A 701 A 713 AB 748 A 737 A 732 A
726 A 727 A 727 A 745 A 770 A 755 A 778 A 755 A
756 A 724 A 742 A 727 A 731 A 729 A 751 A
Retired
Online buying behaviour Children q7cx1_3 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_3 - What would have made you take some action - If the product was expensivevaluable
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 41
Consumersrsquo agreement with the statement that they would have taken action if they
knew someone who owned the product is associated most closely with their online
buying behaviour gender and occupation
Consumersrsquo agreement with the statement that they would have taken action if they
owned the product themselves is associated most closely with their financial status
their online buying behaviour and occupation
916 936 929 A 923 A 917 A 935 A 905 A 918 A 934 A
932 AB 923 AB 931 AB 910 A 955 B 918 A 931 A 927 A
928 AB 898 A 941 B 943 B 904 AB 882 AB 954 B 910 AB
951 911 A 917 A 915 A 894 A 920 A 938 A
Retired
Online buying behaviour Children q7cx1_4 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_4 - What would have made you take some action - If I knew someone who owned the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
976 A 983 A 983 A 979 A 974 A 980 A 981 A 983 A 977 A
989 BC 976 A 982 AB 973 A 995 C 980 A 979 A 979 A
975 AB 986 B 985 B 960 A 971 AB 981 AB 990 B 981 AB
986 B 973 A 981 AB 981 A 968 A 980 A 980 A
Retired
Online buying behaviour Children q7cx1_5 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10507)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_5 - What would have made you take some action - If I owned the product myself
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 42
Consumersrsquo agreement with the statement that it was clear which specific product was
recalled is associated most closely with their online buying behaviour
Consumersrsquo agreement with the statement that it was clear where the product has
been sold is associated most closely with their financial status and occupation
85 A 85 A 85 A 85 A 85 A 84 A 83 A 85 A 85 A
83 A 84 A 85 A 85 A 83 A 84 A 85 A 85 A
84 A 85 A 85 A 85 A 85 A 84 A 84 A 85 A
86 A 85 A 83 84 A 84 A 85 A 86 A
Retired
Online buying behaviour Childrenq7d_1 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_1 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear which specific product was recalled
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
74 A 75 A 76 A 75 A 74 A 73 A 73 A 76 A 74 A
73 A 73 A 75 AB 77 B 72 AB 75 A 75 A 74 A
74 A 73 A 75 AB 77 B 73 AB 72 A 74 AB 76 AB
74 A 75 A 75 A 74 A 74 A 75 A 75 A
Retired
Online buying behaviour Childrenq7d_2 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_2 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear where the product had been sold
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 43
Consumersrsquo agreement with the statement that it was clear what specific danger was
posed by the product is associated most closely with their age occupation and online
buying behaviour
Consumersrsquo agreement with the statement that it was clear who to contact for more
information is associated most closely with their online buying behaviour financial
status and with how many young children they have
79 A 80 A 79 AB 78 A 79 A 83 B 78 A 80 A 79 A
77 A 78 A 80 A 80 A 78 A 79 A 79 A 80 A
80 BC 77 A 80 BC 81 BC 78 ABC 80 ABC 83 C 78 AB
79 AB 80 B 78 A 78 A 79 A 80 A 80 A
Retired
Online buying behaviour Childrenq7d_3 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_3 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what specific danger was posed by the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
71 A 70 A 70 A 71 A 70 A 72 A 70 A 71 A 71 A
70 AB 69 A 71 AB 73 B 70 AB 71 A 71 A 71 A
71 AB 70 AB 70 A 73 B 68 AB 72 AB 72 AB 71 AB
72 B 71 AB 69 A 69 A 71 AB 73 B 72 B
Retired
Online buying behaviour Childrenq7d_4 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_4 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear who to contact for more information
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 44
Consumersrsquo agreement with the statement that it was clear what procedure to follow
to return replace or dispose of the product is associated most closely with their online
buying behaviour financial status and education level
Consumersrsquo agreement with the statement that it was clear what procedure to follow
to receive a reimbursement or compensation is associated most closely with their age
online buying behaviour and with how many young children they have
71 A 71 A 69 A 72 B 71 AB 72 AB 71 AB 73 B 70 A
68 A 70 A 71 A 74 B 70 AB 72 A 71 A 71 A
70 A 71 A 71 A 72 A 68 A 74 A 70 A 72 A
73 71 A 69 A 69 A 72 AB 71 AB 72 B
Retired
Online buying behaviour Childrenq7d_5 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_5 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what procedure to follow to return replace or dispose of the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
63 A 64 A 61 A 64 BC 62 AB 67 C 64 AB 65 B 62 A
62 AB 63 AB 64 AB 65 B 56 A 64 AB 64 B 62 A
62 A 62 A 63 A 67 B 63 AB 65 AB 69 B 64 AB
65 A 64 A 61 61 66 A 64 A 65 A
Retired
Online buying behaviour Childrenq7d_6 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_6 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what procedure to follow to receive a reimbursement or compensation
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 45
Consumersrsquo agreement with the statement that the communication was easy to access
and visible is associated most closely with their financial status gender and with how
many young children they have
Consumersrsquo agreement with the statement that minimum effort required on their part
is an important factor in their decision to register when buying a product is associated
most closely with their education level occupation and financial status
73 75 73 A 74 A 76 A 74 A 75 A 75 A 73 A
73 AB 72 A 75 B 77 66 A 74 A 75 A 74 A
74 A 73 A 75 A 75 A 74 A 72 A 73 A 73 A
75 A 74 A 73 A 73 A 75 AB 74 AB 75 B
Retired
Online buying behaviour Childrenq7d_7 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_7 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - The communication was easy to access and visible
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
75 A 77 A 78 B 76 AB 74 AB 73 A 81 75 A 75 A
79 BC 75 ABC 75 AB 78 C 68 A 76 A 75 A 76 A
73 B 75 BC 77 BC 76 BC 65 A 76 BC 71 ABC 78 C
77 A 75 A 74 A 75 A 75 A 74 A 77 A
Retired
Online buying behaviour Children q10_1 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q10_1 - How important are the following factors in your decision to register your contact details when buying a product - There is minimum
effort required on my part
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 46
Consumersrsquo agreement with the statement that receiving an incentive such as a
voucher discount or gift is an important factor in their decision to register when
buying a product is associated most closely with their financial status education level
and age
55 A 57 A 61 56 A 53 A 51 A 63 54 A 57 A
65 B 59 B 55 A 53 A 47 A 56 A 57 A 56 A
54 A 56 A 53 A 61 B 56 AB 58 AB 59 AB 58 AB
55 A 57 A 57 A 56 A 60 A 55 A 56 A
2018
q10_2 - How important are the following factors in your decision to register your contact details when buying a product - I receive an
incentive such as a voucher discount or gift
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_2 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 40
Consumersrsquo agreement with the statement that they would have taken action if the
specific action to take was more clearly communicated is associated most closely with
their financial status online buying behaviour and occupation
Consumersrsquo agreement with the statement that they would have taken action if the
product was expensive or valuable is associated most closely with their education
level age and financial status
836 A 852 A 832 AB 831 A 851 AB 883 B 849 A 858 A 834 A
866 AB 870 B 845 AB 812 A 761 A 841 A 834 A 857 A
841 AB 869 AB 838 AB 877 B 819 AB 862 AB 833 AB 822 A
842 AB 834 A 872 B 854 A 803 A 824 A 850 A
Retired
Online buying behaviour Children q7cx1_2 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_2 - What would have made you take some action - If the specific action to take was more clearly communicated
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
733 A 744 A 788 B 713 A 736 AB 724 AB 810 A 760 A 715
771 AB 773 B 733 A 701 A 713 AB 748 A 737 A 732 A
726 A 727 A 727 A 745 A 770 A 755 A 778 A 755 A
756 A 724 A 742 A 727 A 731 A 729 A 751 A
Retired
Online buying behaviour Children q7cx1_3 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_3 - What would have made you take some action - If the product was expensivevaluable
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 41
Consumersrsquo agreement with the statement that they would have taken action if they
knew someone who owned the product is associated most closely with their online
buying behaviour gender and occupation
Consumersrsquo agreement with the statement that they would have taken action if they
owned the product themselves is associated most closely with their financial status
their online buying behaviour and occupation
916 936 929 A 923 A 917 A 935 A 905 A 918 A 934 A
932 AB 923 AB 931 AB 910 A 955 B 918 A 931 A 927 A
928 AB 898 A 941 B 943 B 904 AB 882 AB 954 B 910 AB
951 911 A 917 A 915 A 894 A 920 A 938 A
Retired
Online buying behaviour Children q7cx1_4 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_4 - What would have made you take some action - If I knew someone who owned the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
976 A 983 A 983 A 979 A 974 A 980 A 981 A 983 A 977 A
989 BC 976 A 982 AB 973 A 995 C 980 A 979 A 979 A
975 AB 986 B 985 B 960 A 971 AB 981 AB 990 B 981 AB
986 B 973 A 981 AB 981 A 968 A 980 A 980 A
Retired
Online buying behaviour Children q7cx1_5 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10507)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_5 - What would have made you take some action - If I owned the product myself
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 42
Consumersrsquo agreement with the statement that it was clear which specific product was
recalled is associated most closely with their online buying behaviour
Consumersrsquo agreement with the statement that it was clear where the product has
been sold is associated most closely with their financial status and occupation
85 A 85 A 85 A 85 A 85 A 84 A 83 A 85 A 85 A
83 A 84 A 85 A 85 A 83 A 84 A 85 A 85 A
84 A 85 A 85 A 85 A 85 A 84 A 84 A 85 A
86 A 85 A 83 84 A 84 A 85 A 86 A
Retired
Online buying behaviour Childrenq7d_1 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_1 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear which specific product was recalled
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
74 A 75 A 76 A 75 A 74 A 73 A 73 A 76 A 74 A
73 A 73 A 75 AB 77 B 72 AB 75 A 75 A 74 A
74 A 73 A 75 AB 77 B 73 AB 72 A 74 AB 76 AB
74 A 75 A 75 A 74 A 74 A 75 A 75 A
Retired
Online buying behaviour Childrenq7d_2 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_2 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear where the product had been sold
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 43
Consumersrsquo agreement with the statement that it was clear what specific danger was
posed by the product is associated most closely with their age occupation and online
buying behaviour
Consumersrsquo agreement with the statement that it was clear who to contact for more
information is associated most closely with their online buying behaviour financial
status and with how many young children they have
79 A 80 A 79 AB 78 A 79 A 83 B 78 A 80 A 79 A
77 A 78 A 80 A 80 A 78 A 79 A 79 A 80 A
80 BC 77 A 80 BC 81 BC 78 ABC 80 ABC 83 C 78 AB
79 AB 80 B 78 A 78 A 79 A 80 A 80 A
Retired
Online buying behaviour Childrenq7d_3 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_3 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what specific danger was posed by the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
71 A 70 A 70 A 71 A 70 A 72 A 70 A 71 A 71 A
70 AB 69 A 71 AB 73 B 70 AB 71 A 71 A 71 A
71 AB 70 AB 70 A 73 B 68 AB 72 AB 72 AB 71 AB
72 B 71 AB 69 A 69 A 71 AB 73 B 72 B
Retired
Online buying behaviour Childrenq7d_4 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_4 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear who to contact for more information
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 44
Consumersrsquo agreement with the statement that it was clear what procedure to follow
to return replace or dispose of the product is associated most closely with their online
buying behaviour financial status and education level
Consumersrsquo agreement with the statement that it was clear what procedure to follow
to receive a reimbursement or compensation is associated most closely with their age
online buying behaviour and with how many young children they have
71 A 71 A 69 A 72 B 71 AB 72 AB 71 AB 73 B 70 A
68 A 70 A 71 A 74 B 70 AB 72 A 71 A 71 A
70 A 71 A 71 A 72 A 68 A 74 A 70 A 72 A
73 71 A 69 A 69 A 72 AB 71 AB 72 B
Retired
Online buying behaviour Childrenq7d_5 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_5 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what procedure to follow to return replace or dispose of the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
63 A 64 A 61 A 64 BC 62 AB 67 C 64 AB 65 B 62 A
62 AB 63 AB 64 AB 65 B 56 A 64 AB 64 B 62 A
62 A 62 A 63 A 67 B 63 AB 65 AB 69 B 64 AB
65 A 64 A 61 61 66 A 64 A 65 A
Retired
Online buying behaviour Childrenq7d_6 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_6 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what procedure to follow to receive a reimbursement or compensation
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 45
Consumersrsquo agreement with the statement that the communication was easy to access
and visible is associated most closely with their financial status gender and with how
many young children they have
Consumersrsquo agreement with the statement that minimum effort required on their part
is an important factor in their decision to register when buying a product is associated
most closely with their education level occupation and financial status
73 75 73 A 74 A 76 A 74 A 75 A 75 A 73 A
73 AB 72 A 75 B 77 66 A 74 A 75 A 74 A
74 A 73 A 75 A 75 A 74 A 72 A 73 A 73 A
75 A 74 A 73 A 73 A 75 AB 74 AB 75 B
Retired
Online buying behaviour Childrenq7d_7 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_7 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - The communication was easy to access and visible
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
75 A 77 A 78 B 76 AB 74 AB 73 A 81 75 A 75 A
79 BC 75 ABC 75 AB 78 C 68 A 76 A 75 A 76 A
73 B 75 BC 77 BC 76 BC 65 A 76 BC 71 ABC 78 C
77 A 75 A 74 A 75 A 75 A 74 A 77 A
Retired
Online buying behaviour Children q10_1 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q10_1 - How important are the following factors in your decision to register your contact details when buying a product - There is minimum
effort required on my part
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 46
Consumersrsquo agreement with the statement that receiving an incentive such as a
voucher discount or gift is an important factor in their decision to register when
buying a product is associated most closely with their financial status education level
and age
55 A 57 A 61 56 A 53 A 51 A 63 54 A 57 A
65 B 59 B 55 A 53 A 47 A 56 A 57 A 56 A
54 A 56 A 53 A 61 B 56 AB 58 AB 59 AB 58 AB
55 A 57 A 57 A 56 A 60 A 55 A 56 A
2018
q10_2 - How important are the following factors in your decision to register your contact details when buying a product - I receive an
incentive such as a voucher discount or gift
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_2 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 41
Consumersrsquo agreement with the statement that they would have taken action if they
knew someone who owned the product is associated most closely with their online
buying behaviour gender and occupation
Consumersrsquo agreement with the statement that they would have taken action if they
owned the product themselves is associated most closely with their financial status
their online buying behaviour and occupation
916 936 929 A 923 A 917 A 935 A 905 A 918 A 934 A
932 AB 923 AB 931 AB 910 A 955 B 918 A 931 A 927 A
928 AB 898 A 941 B 943 B 904 AB 882 AB 954 B 910 AB
951 911 A 917 A 915 A 894 A 920 A 938 A
Retired
Online buying behaviour Children q7cx1_4 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10964)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_4 - What would have made you take some action - If I knew someone who owned the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
976 A 983 A 983 A 979 A 974 A 980 A 981 A 983 A 977 A
989 BC 976 A 982 AB 973 A 995 C 980 A 979 A 979 A
975 AB 986 B 985 B 960 A 971 AB 981 AB 990 B 981 AB
986 B 973 A 981 AB 981 A 968 A 980 A 980 A
Retired
Online buying behaviour Children q7cx1_5 - base EU28
respondents who have seen
or heard about product
recalls but took no action
(N=10507)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7cx1_5 - What would have made you take some action - If I owned the product myself
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 42
Consumersrsquo agreement with the statement that it was clear which specific product was
recalled is associated most closely with their online buying behaviour
Consumersrsquo agreement with the statement that it was clear where the product has
been sold is associated most closely with their financial status and occupation
85 A 85 A 85 A 85 A 85 A 84 A 83 A 85 A 85 A
83 A 84 A 85 A 85 A 83 A 84 A 85 A 85 A
84 A 85 A 85 A 85 A 85 A 84 A 84 A 85 A
86 A 85 A 83 84 A 84 A 85 A 86 A
Retired
Online buying behaviour Childrenq7d_1 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_1 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear which specific product was recalled
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
74 A 75 A 76 A 75 A 74 A 73 A 73 A 76 A 74 A
73 A 73 A 75 AB 77 B 72 AB 75 A 75 A 74 A
74 A 73 A 75 AB 77 B 73 AB 72 A 74 AB 76 AB
74 A 75 A 75 A 74 A 74 A 75 A 75 A
Retired
Online buying behaviour Childrenq7d_2 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_2 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear where the product had been sold
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 43
Consumersrsquo agreement with the statement that it was clear what specific danger was
posed by the product is associated most closely with their age occupation and online
buying behaviour
Consumersrsquo agreement with the statement that it was clear who to contact for more
information is associated most closely with their online buying behaviour financial
status and with how many young children they have
79 A 80 A 79 AB 78 A 79 A 83 B 78 A 80 A 79 A
77 A 78 A 80 A 80 A 78 A 79 A 79 A 80 A
80 BC 77 A 80 BC 81 BC 78 ABC 80 ABC 83 C 78 AB
79 AB 80 B 78 A 78 A 79 A 80 A 80 A
Retired
Online buying behaviour Childrenq7d_3 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_3 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what specific danger was posed by the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
71 A 70 A 70 A 71 A 70 A 72 A 70 A 71 A 71 A
70 AB 69 A 71 AB 73 B 70 AB 71 A 71 A 71 A
71 AB 70 AB 70 A 73 B 68 AB 72 AB 72 AB 71 AB
72 B 71 AB 69 A 69 A 71 AB 73 B 72 B
Retired
Online buying behaviour Childrenq7d_4 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_4 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear who to contact for more information
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 44
Consumersrsquo agreement with the statement that it was clear what procedure to follow
to return replace or dispose of the product is associated most closely with their online
buying behaviour financial status and education level
Consumersrsquo agreement with the statement that it was clear what procedure to follow
to receive a reimbursement or compensation is associated most closely with their age
online buying behaviour and with how many young children they have
71 A 71 A 69 A 72 B 71 AB 72 AB 71 AB 73 B 70 A
68 A 70 A 71 A 74 B 70 AB 72 A 71 A 71 A
70 A 71 A 71 A 72 A 68 A 74 A 70 A 72 A
73 71 A 69 A 69 A 72 AB 71 AB 72 B
Retired
Online buying behaviour Childrenq7d_5 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_5 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what procedure to follow to return replace or dispose of the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
63 A 64 A 61 A 64 BC 62 AB 67 C 64 AB 65 B 62 A
62 AB 63 AB 64 AB 65 B 56 A 64 AB 64 B 62 A
62 A 62 A 63 A 67 B 63 AB 65 AB 69 B 64 AB
65 A 64 A 61 61 66 A 64 A 65 A
Retired
Online buying behaviour Childrenq7d_6 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_6 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what procedure to follow to receive a reimbursement or compensation
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 45
Consumersrsquo agreement with the statement that the communication was easy to access
and visible is associated most closely with their financial status gender and with how
many young children they have
Consumersrsquo agreement with the statement that minimum effort required on their part
is an important factor in their decision to register when buying a product is associated
most closely with their education level occupation and financial status
73 75 73 A 74 A 76 A 74 A 75 A 75 A 73 A
73 AB 72 A 75 B 77 66 A 74 A 75 A 74 A
74 A 73 A 75 A 75 A 74 A 72 A 73 A 73 A
75 A 74 A 73 A 73 A 75 AB 74 AB 75 B
Retired
Online buying behaviour Childrenq7d_7 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_7 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - The communication was easy to access and visible
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
75 A 77 A 78 B 76 AB 74 AB 73 A 81 75 A 75 A
79 BC 75 ABC 75 AB 78 C 68 A 76 A 75 A 76 A
73 B 75 BC 77 BC 76 BC 65 A 76 BC 71 ABC 78 C
77 A 75 A 74 A 75 A 75 A 74 A 77 A
Retired
Online buying behaviour Children q10_1 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q10_1 - How important are the following factors in your decision to register your contact details when buying a product - There is minimum
effort required on my part
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 46
Consumersrsquo agreement with the statement that receiving an incentive such as a
voucher discount or gift is an important factor in their decision to register when
buying a product is associated most closely with their financial status education level
and age
55 A 57 A 61 56 A 53 A 51 A 63 54 A 57 A
65 B 59 B 55 A 53 A 47 A 56 A 57 A 56 A
54 A 56 A 53 A 61 B 56 AB 58 AB 59 AB 58 AB
55 A 57 A 57 A 56 A 60 A 55 A 56 A
2018
q10_2 - How important are the following factors in your decision to register your contact details when buying a product - I receive an
incentive such as a voucher discount or gift
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_2 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 42
Consumersrsquo agreement with the statement that it was clear which specific product was
recalled is associated most closely with their online buying behaviour
Consumersrsquo agreement with the statement that it was clear where the product has
been sold is associated most closely with their financial status and occupation
85 A 85 A 85 A 85 A 85 A 84 A 83 A 85 A 85 A
83 A 84 A 85 A 85 A 83 A 84 A 85 A 85 A
84 A 85 A 85 A 85 A 85 A 84 A 84 A 85 A
86 A 85 A 83 84 A 84 A 85 A 86 A
Retired
Online buying behaviour Childrenq7d_1 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_1 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear which specific product was recalled
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
74 A 75 A 76 A 75 A 74 A 73 A 73 A 76 A 74 A
73 A 73 A 75 AB 77 B 72 AB 75 A 75 A 74 A
74 A 73 A 75 AB 77 B 73 AB 72 A 74 AB 76 AB
74 A 75 A 75 A 74 A 74 A 75 A 75 A
Retired
Online buying behaviour Childrenq7d_2 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_2 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear where the product had been sold
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 43
Consumersrsquo agreement with the statement that it was clear what specific danger was
posed by the product is associated most closely with their age occupation and online
buying behaviour
Consumersrsquo agreement with the statement that it was clear who to contact for more
information is associated most closely with their online buying behaviour financial
status and with how many young children they have
79 A 80 A 79 AB 78 A 79 A 83 B 78 A 80 A 79 A
77 A 78 A 80 A 80 A 78 A 79 A 79 A 80 A
80 BC 77 A 80 BC 81 BC 78 ABC 80 ABC 83 C 78 AB
79 AB 80 B 78 A 78 A 79 A 80 A 80 A
Retired
Online buying behaviour Childrenq7d_3 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_3 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what specific danger was posed by the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
71 A 70 A 70 A 71 A 70 A 72 A 70 A 71 A 71 A
70 AB 69 A 71 AB 73 B 70 AB 71 A 71 A 71 A
71 AB 70 AB 70 A 73 B 68 AB 72 AB 72 AB 71 AB
72 B 71 AB 69 A 69 A 71 AB 73 B 72 B
Retired
Online buying behaviour Childrenq7d_4 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_4 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear who to contact for more information
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 44
Consumersrsquo agreement with the statement that it was clear what procedure to follow
to return replace or dispose of the product is associated most closely with their online
buying behaviour financial status and education level
Consumersrsquo agreement with the statement that it was clear what procedure to follow
to receive a reimbursement or compensation is associated most closely with their age
online buying behaviour and with how many young children they have
71 A 71 A 69 A 72 B 71 AB 72 AB 71 AB 73 B 70 A
68 A 70 A 71 A 74 B 70 AB 72 A 71 A 71 A
70 A 71 A 71 A 72 A 68 A 74 A 70 A 72 A
73 71 A 69 A 69 A 72 AB 71 AB 72 B
Retired
Online buying behaviour Childrenq7d_5 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_5 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what procedure to follow to return replace or dispose of the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
63 A 64 A 61 A 64 BC 62 AB 67 C 64 AB 65 B 62 A
62 AB 63 AB 64 AB 65 B 56 A 64 AB 64 B 62 A
62 A 62 A 63 A 67 B 63 AB 65 AB 69 B 64 AB
65 A 64 A 61 61 66 A 64 A 65 A
Retired
Online buying behaviour Childrenq7d_6 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_6 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what procedure to follow to receive a reimbursement or compensation
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 45
Consumersrsquo agreement with the statement that the communication was easy to access
and visible is associated most closely with their financial status gender and with how
many young children they have
Consumersrsquo agreement with the statement that minimum effort required on their part
is an important factor in their decision to register when buying a product is associated
most closely with their education level occupation and financial status
73 75 73 A 74 A 76 A 74 A 75 A 75 A 73 A
73 AB 72 A 75 B 77 66 A 74 A 75 A 74 A
74 A 73 A 75 A 75 A 74 A 72 A 73 A 73 A
75 A 74 A 73 A 73 A 75 AB 74 AB 75 B
Retired
Online buying behaviour Childrenq7d_7 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_7 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - The communication was easy to access and visible
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
75 A 77 A 78 B 76 AB 74 AB 73 A 81 75 A 75 A
79 BC 75 ABC 75 AB 78 C 68 A 76 A 75 A 76 A
73 B 75 BC 77 BC 76 BC 65 A 76 BC 71 ABC 78 C
77 A 75 A 74 A 75 A 75 A 74 A 77 A
Retired
Online buying behaviour Children q10_1 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q10_1 - How important are the following factors in your decision to register your contact details when buying a product - There is minimum
effort required on my part
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 46
Consumersrsquo agreement with the statement that receiving an incentive such as a
voucher discount or gift is an important factor in their decision to register when
buying a product is associated most closely with their financial status education level
and age
55 A 57 A 61 56 A 53 A 51 A 63 54 A 57 A
65 B 59 B 55 A 53 A 47 A 56 A 57 A 56 A
54 A 56 A 53 A 61 B 56 AB 58 AB 59 AB 58 AB
55 A 57 A 57 A 56 A 60 A 55 A 56 A
2018
q10_2 - How important are the following factors in your decision to register your contact details when buying a product - I receive an
incentive such as a voucher discount or gift
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_2 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 43
Consumersrsquo agreement with the statement that it was clear what specific danger was
posed by the product is associated most closely with their age occupation and online
buying behaviour
Consumersrsquo agreement with the statement that it was clear who to contact for more
information is associated most closely with their online buying behaviour financial
status and with how many young children they have
79 A 80 A 79 AB 78 A 79 A 83 B 78 A 80 A 79 A
77 A 78 A 80 A 80 A 78 A 79 A 79 A 80 A
80 BC 77 A 80 BC 81 BC 78 ABC 80 ABC 83 C 78 AB
79 AB 80 B 78 A 78 A 79 A 80 A 80 A
Retired
Online buying behaviour Childrenq7d_3 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_3 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what specific danger was posed by the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
71 A 70 A 70 A 71 A 70 A 72 A 70 A 71 A 71 A
70 AB 69 A 71 AB 73 B 70 AB 71 A 71 A 71 A
71 AB 70 AB 70 A 73 B 68 AB 72 AB 72 AB 71 AB
72 B 71 AB 69 A 69 A 71 AB 73 B 72 B
Retired
Online buying behaviour Childrenq7d_4 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_4 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear who to contact for more information
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 44
Consumersrsquo agreement with the statement that it was clear what procedure to follow
to return replace or dispose of the product is associated most closely with their online
buying behaviour financial status and education level
Consumersrsquo agreement with the statement that it was clear what procedure to follow
to receive a reimbursement or compensation is associated most closely with their age
online buying behaviour and with how many young children they have
71 A 71 A 69 A 72 B 71 AB 72 AB 71 AB 73 B 70 A
68 A 70 A 71 A 74 B 70 AB 72 A 71 A 71 A
70 A 71 A 71 A 72 A 68 A 74 A 70 A 72 A
73 71 A 69 A 69 A 72 AB 71 AB 72 B
Retired
Online buying behaviour Childrenq7d_5 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_5 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what procedure to follow to return replace or dispose of the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
63 A 64 A 61 A 64 BC 62 AB 67 C 64 AB 65 B 62 A
62 AB 63 AB 64 AB 65 B 56 A 64 AB 64 B 62 A
62 A 62 A 63 A 67 B 63 AB 65 AB 69 B 64 AB
65 A 64 A 61 61 66 A 64 A 65 A
Retired
Online buying behaviour Childrenq7d_6 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_6 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what procedure to follow to receive a reimbursement or compensation
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 45
Consumersrsquo agreement with the statement that the communication was easy to access
and visible is associated most closely with their financial status gender and with how
many young children they have
Consumersrsquo agreement with the statement that minimum effort required on their part
is an important factor in their decision to register when buying a product is associated
most closely with their education level occupation and financial status
73 75 73 A 74 A 76 A 74 A 75 A 75 A 73 A
73 AB 72 A 75 B 77 66 A 74 A 75 A 74 A
74 A 73 A 75 A 75 A 74 A 72 A 73 A 73 A
75 A 74 A 73 A 73 A 75 AB 74 AB 75 B
Retired
Online buying behaviour Childrenq7d_7 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_7 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - The communication was easy to access and visible
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
75 A 77 A 78 B 76 AB 74 AB 73 A 81 75 A 75 A
79 BC 75 ABC 75 AB 78 C 68 A 76 A 75 A 76 A
73 B 75 BC 77 BC 76 BC 65 A 76 BC 71 ABC 78 C
77 A 75 A 74 A 75 A 75 A 74 A 77 A
Retired
Online buying behaviour Children q10_1 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q10_1 - How important are the following factors in your decision to register your contact details when buying a product - There is minimum
effort required on my part
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 46
Consumersrsquo agreement with the statement that receiving an incentive such as a
voucher discount or gift is an important factor in their decision to register when
buying a product is associated most closely with their financial status education level
and age
55 A 57 A 61 56 A 53 A 51 A 63 54 A 57 A
65 B 59 B 55 A 53 A 47 A 56 A 57 A 56 A
54 A 56 A 53 A 61 B 56 AB 58 AB 59 AB 58 AB
55 A 57 A 57 A 56 A 60 A 55 A 56 A
2018
q10_2 - How important are the following factors in your decision to register your contact details when buying a product - I receive an
incentive such as a voucher discount or gift
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_2 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 44
Consumersrsquo agreement with the statement that it was clear what procedure to follow
to return replace or dispose of the product is associated most closely with their online
buying behaviour financial status and education level
Consumersrsquo agreement with the statement that it was clear what procedure to follow
to receive a reimbursement or compensation is associated most closely with their age
online buying behaviour and with how many young children they have
71 A 71 A 69 A 72 B 71 AB 72 AB 71 AB 73 B 70 A
68 A 70 A 71 A 74 B 70 AB 72 A 71 A 71 A
70 A 71 A 71 A 72 A 68 A 74 A 70 A 72 A
73 71 A 69 A 69 A 72 AB 71 AB 72 B
Retired
Online buying behaviour Childrenq7d_5 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_5 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what procedure to follow to return replace or dispose of the product
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
63 A 64 A 61 A 64 BC 62 AB 67 C 64 AB 65 B 62 A
62 AB 63 AB 64 AB 65 B 56 A 64 AB 64 B 62 A
62 A 62 A 63 A 67 B 63 AB 65 AB 69 B 64 AB
65 A 64 A 61 61 66 A 64 A 65 A
Retired
Online buying behaviour Childrenq7d_6 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_6 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - It was clear what procedure to follow to receive a reimbursement or compensation
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 45
Consumersrsquo agreement with the statement that the communication was easy to access
and visible is associated most closely with their financial status gender and with how
many young children they have
Consumersrsquo agreement with the statement that minimum effort required on their part
is an important factor in their decision to register when buying a product is associated
most closely with their education level occupation and financial status
73 75 73 A 74 A 76 A 74 A 75 A 75 A 73 A
73 AB 72 A 75 B 77 66 A 74 A 75 A 74 A
74 A 73 A 75 A 75 A 74 A 72 A 73 A 73 A
75 A 74 A 73 A 73 A 75 AB 74 AB 75 B
Retired
Online buying behaviour Childrenq7d_7 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_7 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - The communication was easy to access and visible
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
75 A 77 A 78 B 76 AB 74 AB 73 A 81 75 A 75 A
79 BC 75 ABC 75 AB 78 C 68 A 76 A 75 A 76 A
73 B 75 BC 77 BC 76 BC 65 A 76 BC 71 ABC 78 C
77 A 75 A 74 A 75 A 75 A 74 A 77 A
Retired
Online buying behaviour Children q10_1 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q10_1 - How important are the following factors in your decision to register your contact details when buying a product - There is minimum
effort required on my part
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 46
Consumersrsquo agreement with the statement that receiving an incentive such as a
voucher discount or gift is an important factor in their decision to register when
buying a product is associated most closely with their financial status education level
and age
55 A 57 A 61 56 A 53 A 51 A 63 54 A 57 A
65 B 59 B 55 A 53 A 47 A 56 A 57 A 56 A
54 A 56 A 53 A 61 B 56 AB 58 AB 59 AB 58 AB
55 A 57 A 57 A 56 A 60 A 55 A 56 A
2018
q10_2 - How important are the following factors in your decision to register your contact details when buying a product - I receive an
incentive such as a voucher discount or gift
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_2 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
EUROPEAN COMMISSION
Directorate-General for Justice and Consumers 2019 45
Consumersrsquo agreement with the statement that the communication was easy to access
and visible is associated most closely with their financial status gender and with how
many young children they have
Consumersrsquo agreement with the statement that minimum effort required on their part
is an important factor in their decision to register when buying a product is associated
most closely with their education level occupation and financial status
73 75 73 A 74 A 76 A 74 A 75 A 75 A 73 A
73 AB 72 A 75 B 77 66 A 74 A 75 A 74 A
74 A 73 A 75 A 75 A 74 A 72 A 73 A 73 A
75 A 74 A 73 A 73 A 75 AB 74 AB 75 B
Retired
Online buying behaviour Childrenq7d_7 - base EU28
respondents who have seen
or heard about product
recalls (N=13138)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q7d_7 - To what extent do you agree or disagree with the following statements regarding the latest product recall communication you
remember seing or hearing in the past 2 years - The communication was easy to access and visible
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
75 A 77 A 78 B 76 AB 74 AB 73 A 81 75 A 75 A
79 BC 75 ABC 75 AB 78 C 68 A 76 A 75 A 76 A
73 B 75 BC 77 BC 76 BC 65 A 76 BC 71 ABC 78 C
77 A 75 A 74 A 75 A 75 A 74 A 77 A
Retired
Online buying behaviour Children q10_1 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
2018
q10_1 - How important are the following factors in your decision to register your contact details when buying a product - There is minimum
effort required on my part
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 46
Consumersrsquo agreement with the statement that receiving an incentive such as a
voucher discount or gift is an important factor in their decision to register when
buying a product is associated most closely with their financial status education level
and age
55 A 57 A 61 56 A 53 A 51 A 63 54 A 57 A
65 B 59 B 55 A 53 A 47 A 56 A 57 A 56 A
54 A 56 A 53 A 61 B 56 AB 58 AB 59 AB 58 AB
55 A 57 A 57 A 56 A 60 A 55 A 56 A
2018
q10_2 - How important are the following factors in your decision to register your contact details when buying a product - I receive an
incentive such as a voucher discount or gift
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_2 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired
Product Recall Survey 2018
Directorate-General for Justice and Consumers 2018 46
Consumersrsquo agreement with the statement that receiving an incentive such as a
voucher discount or gift is an important factor in their decision to register when
buying a product is associated most closely with their financial status education level
and age
55 A 57 A 61 56 A 53 A 51 A 63 54 A 57 A
65 B 59 B 55 A 53 A 47 A 56 A 57 A 56 A
54 A 56 A 53 A 61 B 56 AB 58 AB 59 AB 58 AB
55 A 57 A 57 A 56 A 60 A 55 A 56 A
2018
q10_2 - How important are the following factors in your decision to register your contact details when buying a product - I receive an
incentive such as a voucher discount or gift
Gender Age Education level
Male Female 18-34 35-54 55-64 65+ Low Medium High
Financial Situation Urbanisation
Small town Large town
Employment status
Self-employed ManagerOther white
collarBlue collar Student Unemployed Seeking a job
Very difficult Fairly difficult Fairly easy Very easy DKNA Rural area
Online buying behaviour Children q10_2 - base EU28
respondents who have
registered a product so that
they can be contacted in
case there is a problem with
the product (N=5884)
Frequent buyersOccasional
buyers
Do not purchase
onlineNo children
Youngest child 3
yrs old or less
Youngest child 4-
12 yrs old
All children 12
yrs old or more
Retired