One-third of EU online shoppers faced issues in 2023

A recent survey on information and communication technology use revealed that 33.1% of online shoppers in the European Union encountered problems when making purchases through websites or apps in 2023. The findings highlight significant variations across EU countries, with some nations reporting notably higher rates of customer difficulties.

Luxembourg recorded the highest percentage of shoppers experiencing issues, with 55.5% of respondents reporting problems, closely followed by the Netherlands at 55.2% and Spain at 49.7%. In contrast, Portugal had the lowest rate of reported difficulties at just 4.3%, with Latvia (13.7%) and Cyprus (14.7%) also among the least affected countries.

The most common issue faced by online shoppers was slow delivery, which affected 18.7% of customers. Many also reported dissatisfaction with website functionality, as 10.8% found online stores difficult to use or encountered technical problems. Additionally, 8.6% of shoppers received incorrect or damaged goods or services, further contributing to frustrations with the online shopping experience.

The results indicate that while online shopping continues to grow across Europe, challenges related to logistics, website usability, and product quality remain areas for improvement. Addressing these concerns could enhance customer satisfaction and further strengthen consumer trust in digital commerce.

Source: Eurostat