Netherlands: leading experienced problems while online shopping 2015-2016

This statistic shows the responsesin 2015 and 2016 to the survey question: "Which problems have you experienced while shopping online?" During the survey period in 2015, seven percent of Dutch online shoppers said they had difficulties to find information about the warranty or legal rights when they were making an online purchase.

Which problems have you experienced while shopping online?*

Characteristic	2015	2016
Total problems	40%	42%
Delivery took longer than indicated	23%	23%
Technical problems when ordering or paying via internet	12%	12%
Wrong goods were delivered or goods were damaged	9%	9%
Difficulties with finding information about warranty and legal rights	7%	8%
Another problem	5%	7%
Filing a complaint was difficult or the complaint or financial compensation was not handled properly	6%	7%
The company did not deliver goods or services in the Netherlands	4%	6%
Actual costs were higher than indicated	3%	4%
Fraud, e.g. no delivery or creditcard information abuse	2%	3%

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Release date

December 2016

More information

Region

Netherlands

Survey time period

2015 and 2016

Number of respondents

N 2015=4,500; N 2016 =5,000

Age group

12 years and older

Special properties

individuals who made an online purchase in the previous 12 months

Method of interview

Computer-assisted telephone interviews (CATI)

Supplementary notes

* Source notes the respondents were "asked if they have experienced one of the following problems in the past 12 months previous to the survey when purchasing good or services online."

Multiple answers were possible.

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