In a decisive move to strengthen consumer protection across Europe, the European Commission published the 2025 Consumer Conditions Scoreboard, providing a snapshot of consumer sentiment and safety across the region just ahead of tomorrow’s World Consumer Rights Day. The report paints a picture of a market where trust remains high—but not without notable challenges, especially in the online space.

Rising Confidence Amid Persistent Online Risks

According to the Scoreboard, 68% of European consumers feel confident about the safety of the products they purchase, and 70% trust that their consumer rights are respected by traders. However, the data also underscores the ongoing risks in the digital marketplace. More than 45% of consumers reported encountering online scams, fake reviews, and misleading advertising practices, highlighting that while confidence remains strong in traditional settings, online shopping continues to expose consumers to significant vulnerabilities.

Commission’s Decisive Regulatory Actions

In response to these challenges, the Commission is stepping up its efforts to ensure a safer and fairer market for consumers. The recent introduction of the General Product Safety Regulation aims to bolster protection against unsafe products sold both online and offline. Additionally, to mitigate risks from non-EU online retailers and platforms hosting non-EU traders, the Commission rolled out the Communication on E-Commerce package earlier this year. Looking forward, a forthcoming Digital Fairness Act is set to further empower consumers by clamping down on deceptive digital practices and reinforcing existing EU digital rules.

Key Findings from the 2025 Scoreboard

The biennial report provides an in-depth look at consumer experiences and attitudes:

• Consumer Trust: While 70% of respondents believe that retailers and service providers respect their rights, only 61% express similar confidence in public organisations.
• Evolving Shopping Behaviours: Cross-border e-commerce is booming—35% of consumers reported purchasing from another EU country, with 27% shopping from retailers outside the EU in 2024.
• Online vs. Offline: Online shoppers are over 60% more likely to experience purchase-related issues compared to their offline counterparts.
• Data Privacy Concerns: A striking 93% of online shoppers voiced worries about targeted advertising and the extensive collection of personal data.
• Economic Pressures: Despite a slowdown in inflation and an overall improvement in sentiment since 2022, concerns persist: 38% of consumers fear difficulties in paying their bills, while 35% are anxious about affording their preferred food.
• Product Integrity: A significant 74% of consumers have observed packaged goods being reduced in size, and 52% noted a decline in product quality without corresponding price adjustments.
• Sustainable Purchasing: There’s been a 13% drop in environmental considerations in purchase decisions, driven largely by the higher cost of sustainable options and widespread mistrust in environmental claims.

A Future-Ready Consumer Protection Framework

The new measures are complemented by upcoming initiatives set to redefine consumer rights in the EU. Following the entry into force of the Right to Repair Directive and the Empowering Consumers for the Green Transition Directive in 2026, consumers are expected to benefit from easier repair processes, greater product reuse, and more transparent information regarding durability and reparability.

The Commission has stated that the findings of the 2025 Scoreboard will be closely examined in discussions with Member States, consumer associations, and businesses. These discussions will play a crucial role in shaping future policies under the Consumer Agenda 2025-2030 and in finalising the provisions of the Digital Fairness Act.

Background and Methodology

The Consumer Conditions Scoreboard is a biennial publication that provides insights into consumer attitudes, behaviours, and experiences within the EU, as well as in Iceland and Norway. It is primarily based on the Consumer Conditions Survey—carried out in November 2024 for the current report—augmented with data from sources such as Eurostat and the Safety Gate system to ensure a comprehensive view of the market landscape.

As European consumers continue to navigate a complex digital marketplace, these initiatives mark a significant step towards ensuring not only greater product safety and fair trading practices, but also enhanced consumer confidence in an era of rapid technological change.

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For more detailed information, visit the European Commission’s press release and key consumer data pages.

New data shows strong levels of consumer trust, but online threats persist

Key consumer data – European Commission

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