Demographic characteristics	Type of problem	Total
Total Persons	Total Persons who have purchased over the Internet during the last 12 months	5,680,851
Total Persons	Difficulties finding information on guarantees	6.8
Total Persons	Late delivery	9.2
Total Persons	Lack of price clarity	5.4
Total Persons	Undelivered or improperly delivered products or services	4.3
Total Persons	Payment security issues	4.3
Total Persons	Unsatisfactorily attended claims	5.0
Total Persons	Non authorized use of personal data	4.2
Total Persons	Misleading advertising	13.6
Total Persons	Other problems	1.6
Total Persons	DK/ DA	0.0
Sex: Male	Total Persons who have purchased over the Internet during the last 12 months	3,344,312
Sex: Male	Difficulties finding information on guarantees	7.8
Sex: Male	Late delivery	11.5
Sex: Male	Lack of price clarity	5.1
Sex: Male	Undelivered or improperly delivered products or services	5.2
Sex: Male	Payment security issues	5.2
Sex: Male	Unsatisfactorily attended claims	5.5
Sex: Male	Non authorized use of personal data	5.1
Sex: Male	Misleading advertising	14.4
Sex: Male	Other problems	1.6
Sex: Male	DK/ DA	0.1
Sex: Female	Total Persons who have purchased over the Internet during the last 12 months	2,336,539
Sex: Female	Difficulties finding information on guarantees	5.4
Sex: Female	Late delivery	5.9
Sex: Female	Lack of price clarity	5.8
Sex: Female	Undelivered or improperly delivered products or services	3.0
Sex: Female	Payment security issues	3.0
Sex: Female	Unsatisfactorily attended claims	4.3
Sex: Female	Non authorized use of personal data	2.9
Sex: Female	Misleading advertising	12.6
Sex: Female	Other problems	1.7
Sex: Female	DK/ DA	0.0
Age: from 16 to 24 years old	Total Persons who have purchased over the Internet during the last 12 months	1,162,036
Age: from 16 to 24 years old	Difficulties finding information on guarantees	9.0
Age: from 16 to 24 years old	Late delivery	13.1
Age: from 16 to 24 years old	Lack of price clarity	5.6
Age: from 16 to 24 years old	Undelivered or improperly delivered products or services	5.1
Age: from 16 to 24 years old	Payment security issues	5.1
Age: from 16 to 24 years old	Unsatisfactorily attended claims	4.7
Age: from 16 to 24 years old	Non authorized use of personal data	3.3
Age: from 16 to 24 years old	Misleading advertising	15.3
Age: from 16 to 24 years old	Other problems	1.5
Age: from 16 to 24 years old	DK/ DA	0.0
Age: from 25 to 34 years old	Total Persons who have purchased over the Internet during the last 12 months	2,028,803
Age: from 25 to 34 years old	Difficulties finding information on guarantees	8.6
Age: from 25 to 34 years old	Late delivery	9.5
Age: from 25 to 34 years old	Lack of price clarity	7.1
Age: from 25 to 34 years old	Undelivered or improperly delivered products or services	4.7
Age: from 25 to 34 years old	Payment security issues	4.7
Age: from 25 to 34 years old	Unsatisfactorily attended claims	5.9
Age: from 25 to 34 years old	Non authorized use of personal data	4.8
Age: from 25 to 34 years old	Misleading advertising	15.1
Age: from 25 to 34 years old	Other problems	1.7
Age: from 25 to 34 years old	DK/ DA	0.0
Age: from 35 to 44 years old	Total Persons who have purchased over the Internet during the last 12 months	1,419,616
Age: from 35 to 44 years old	Difficulties finding information on guarantees	5.2
Age: from 35 to 44 years old	Late delivery	8.4
Age: from 35 to 44 years old	Lack of price clarity	5.0
Age: from 35 to 44 years old	Undelivered or improperly delivered products or services	3.4
Age: from 35 to 44 years old	Payment security issues	3.4
Age: from 35 to 44 years old	Unsatisfactorily attended claims	4.8
Age: from 35 to 44 years old	Non authorized use of personal data	4.0
Age: from 35 to 44 years old	Misleading advertising	12.8
Age: from 35 to 44 years old	Other problems	1.2
Age: from 35 to 44 years old	DK/ DA	0.2
Age: from 45 to 54 years old	Total Persons who have purchased over the Internet during the last 12 months	744,682
Age: from 45 to 54 years old	Difficulties finding information on guarantees	3.0
Age: from 45 to 54 years old	Late delivery	5.6
Age: from 45 to 54 years old	Lack of price clarity	2.6
Age: from 45 to 54 years old	Undelivered or improperly delivered products or services	3.0
Age: from 45 to 54 years old	Payment security issues	3.0
Age: from 45 to 54 years old	Unsatisfactorily attended claims	4.8
Age: from 45 to 54 years old	Non authorized use of personal data	4.1
Age: from 45 to 54 years old	Misleading advertising	11.0
Age: from 45 to 54 years old	Other problems	2.8
Age: from 45 to 54 years old	DK/ DA	0.0
Age: from 55 to 64 years old	Total Persons who have purchased over the Internet during the last 12 months	287,442
Age: from 55 to 64 years old	Difficulties finding information on guarantees	3.8
Age: from 55 to 64 years old	Late delivery	4.4
Age: from 55 to 64 years old	Lack of price clarity	2.1
Age: from 55 to 64 years old	Undelivered or improperly delivered products or services	6.6
Age: from 55 to 64 years old	Payment security issues	6.6
Age: from 55 to 64 years old	Unsatisfactorily attended claims	2.5
Age: from 55 to 64 years old	Non authorized use of personal data	4.5
Age: from 55 to 64 years old	Misleading advertising	8.8
Age: from 55 to 64 years old	Other problems	0.5
Age: from 55 to 64 years old	DK/ DA	0.0
Age: from 65 to 74 years old	Total Persons who have purchased over the Internet during the last 12 months	38,273
Age: from 65 to 74 years old	Difficulties finding information on guarantees	0.0
Age: from 65 to 74 years old	Late delivery	4.1
Age: from 65 to 74 years old	Lack of price clarity	0.0
Age: from 65 to 74 years old	Undelivered or improperly delivered products or services	3.1
Age: from 65 to 74 years old	Payment security issues	3.1
Age: from 65 to 74 years old	Unsatisfactorily attended claims	0.0
Age: from 65 to 74 years old	Non authorized use of personal data	1.1
Age: from 65 to 74 years old	Misleading advertising	1.1
Age: from 65 to 74 years old	Other problems	0.0
Age: from 65 to 74 years old	DK/ DA	0.0
Habitat: More than 100,000 inhabitants and provincial capitals	Total Persons who have purchased over the Internet during the last 12 months	3,018,801
Habitat: More than 100,000 inhabitants and provincial capitals	Difficulties finding information on guarantees	7.5
Habitat: More than 100,000 inhabitants and provincial capitals	Late delivery	9.6
Habitat: More than 100,000 inhabitants and provincial capitals	Lack of price clarity	5.9
Habitat: More than 100,000 inhabitants and provincial capitals	Undelivered or improperly delivered products or services	5.2
Habitat: More than 100,000 inhabitants and provincial capitals	Payment security issues	5.2
Habitat: More than 100,000 inhabitants and provincial capitals	Unsatisfactorily attended claims	6.2
Habitat: More than 100,000 inhabitants and provincial capitals	Non authorized use of personal data	4.6
Habitat: More than 100,000 inhabitants and provincial capitals	Misleading advertising	15.3
Habitat: More than 100,000 inhabitants and provincial capitals	Other problems	1.6
Habitat: More than 100,000 inhabitants and provincial capitals	DK/ DA	0.1
Habitat: From 50,000 to 100,000 inhabitants	Total Persons who have purchased over the Internet during the last 12 months	599,903
Habitat: From 50,000 to 100,000 inhabitants	Difficulties finding information on guarantees	10.6
Habitat: From 50,000 to 100,000 inhabitants	Late delivery	6.4
Habitat: From 50,000 to 100,000 inhabitants	Lack of price clarity	5.1
Habitat: From 50,000 to 100,000 inhabitants	Undelivered or improperly delivered products or services	4.1
Habitat: From 50,000 to 100,000 inhabitants	Payment security issues	4.1
Habitat: From 50,000 to 100,000 inhabitants	Unsatisfactorily attended claims	4.6
Habitat: From 50,000 to 100,000 inhabitants	Non authorized use of personal data	3.9
Habitat: From 50,000 to 100,000 inhabitants	Misleading advertising	15.0
Habitat: From 50,000 to 100,000 inhabitants	Other problems	2.4
Habitat: From 50,000 to 100,000 inhabitants	DK/ DA	0.0
Habitat: From 20,000 to 50,000 inhabitants	Total Persons who have purchased over the Internet during the last 12 months	766,397
Habitat: From 20,000 to 50,000 inhabitants	Difficulties finding information on guarantees	3.9
Habitat: From 20,000 to 50,000 inhabitants	Late delivery	8.9
Habitat: From 20,000 to 50,000 inhabitants	Lack of price clarity	5.0
Habitat: From 20,000 to 50,000 inhabitants	Undelivered or improperly delivered products or services	3.8
Habitat: From 20,000 to 50,000 inhabitants	Payment security issues	3.8
Habitat: From 20,000 to 50,000 inhabitants	Unsatisfactorily attended claims	3.2
Habitat: From 20,000 to 50,000 inhabitants	Non authorized use of personal data	3.4
Habitat: From 20,000 to 50,000 inhabitants	Misleading advertising	11.0
Habitat: From 20,000 to 50,000 inhabitants	Other problems	2.4
Habitat: From 20,000 to 50,000 inhabitants	DK/ DA	0.0
Habitat: From 10,000 to 20,000 inhabitants	Total Persons who have purchased over the Internet during the last 12 months	541,767
Habitat: From 10,000 to 20,000 inhabitants	Difficulties finding information on guarantees	6.7
Habitat: From 10,000 to 20,000 inhabitants	Late delivery	11.8
Habitat: From 10,000 to 20,000 inhabitants	Lack of price clarity	4.4
Habitat: From 10,000 to 20,000 inhabitants	Undelivered or improperly delivered products or services	3.6
Habitat: From 10,000 to 20,000 inhabitants	Payment security issues	3.6
Habitat: From 10,000 to 20,000 inhabitants	Unsatisfactorily attended claims	2.8
Habitat: From 10,000 to 20,000 inhabitants	Non authorized use of personal data	3.5
Habitat: From 10,000 to 20,000 inhabitants	Misleading advertising	13.0
Habitat: From 10,000 to 20,000 inhabitants	Other problems	0.9
Habitat: From 10,000 to 20,000 inhabitants	DK/ DA	0.0
Habitat: Less than 10,000 inhabitants	Total Persons who have purchased over the Internet during the last 12 months	753,983
Habitat: Less than 10,000 inhabitants	Difficulties finding information on guarantees	3.7
Habitat: Less than 10,000 inhabitants	Late delivery	7.9
Habitat: Less than 10,000 inhabitants	Lack of price clarity	4.7
Habitat: Less than 10,000 inhabitants	Undelivered or improperly delivered products or services	2.0
Habitat: Less than 10,000 inhabitants	Payment security issues	2.0
Habitat: Less than 10,000 inhabitants	Unsatisfactorily attended claims	4.1
Habitat: Less than 10,000 inhabitants	Non authorized use of personal data	4.0
Habitat: Less than 10,000 inhabitants	Misleading advertising	9.0
Habitat: Less than 10,000 inhabitants	Other problems	0.6
Habitat: Less than 10,000 inhabitants	DK/ DA	0.0
Size of household: Households with 1 member	Total Persons who have purchased over the Internet during the last 12 months	269,607
Size of household: Households with 1 member	Difficulties finding information on guarantees	8.3
Size of household: Households with 1 member	Late delivery	8.6
Size of household: Households with 1 member	Lack of price clarity	7.6
Size of household: Households with 1 member	Undelivered or improperly delivered products or services	4.0
Size of household: Households with 1 member	Payment security issues	4.0
Size of household: Households with 1 member	Unsatisfactorily attended claims	5.5
Size of household: Households with 1 member	Non authorized use of personal data	7.7
Size of household: Households with 1 member	Misleading advertising	18.6
Size of household: Households with 1 member	Other problems	2.3
Size of household: Households with 1 member	DK/ DA	0.0
Size of household: Households with 2 members	Total Persons who have purchased over the Internet during the last 12 months	1,030,027
Size of household: Households with 2 members	Difficulties finding information on guarantees	6.3
Size of household: Households with 2 members	Late delivery	7.2
Size of household: Households with 2 members	Lack of price clarity	4.8
Size of household: Households with 2 members	Undelivered or improperly delivered products or services	4.7
Size of household: Households with 2 members	Payment security issues	4.7
Size of household: Households with 2 members	Unsatisfactorily attended claims	5.6
Size of household: Households with 2 members	Non authorized use of personal data	3.3
Size of household: Households with 2 members	Misleading advertising	12.1
Size of household: Households with 2 members	Other problems	0.9
Size of household: Households with 2 members	DK/ DA	0.0
Size of household: Households with 3 members	Total Persons who have purchased over the Internet during the last 12 months	1,558,832
Size of household: Households with 3 members	Difficulties finding information on guarantees	8.2
Size of household: Households with 3 members	Late delivery	9.3
Size of household: Households with 3 members	Lack of price clarity	6.1
Size of household: Households with 3 members	Undelivered or improperly delivered products or services	2.5
Size of household: Households with 3 members	Payment security issues	2.5
Size of household: Households with 3 members	Unsatisfactorily attended claims	6.0
Size of household: Households with 3 members	Non authorized use of personal data	3.6
Size of household: Households with 3 members	Misleading advertising	14.2
Size of household: Households with 3 members	Other problems	2.1
Size of household: Households with 3 members	DK/ DA	0.0
Size of household: Households with 4 members	Total Persons who have purchased over the Internet during the last 12 months	1,911,241
Size of household: Households with 4 members	Difficulties finding information on guarantees	6.9
Size of household: Households with 4 members	Late delivery	8.8
Size of household: Households with 4 members	Lack of price clarity	5.6
Size of household: Households with 4 members	Undelivered or improperly delivered products or services	5.0
Size of household: Households with 4 members	Payment security issues	5.0
Size of household: Households with 4 members	Unsatisfactorily attended claims	3.6
Size of household: Households with 4 members	Non authorized use of personal data	4.6
Size of household: Households with 4 members	Misleading advertising	14.2
Size of household: Households with 4 members	Other problems	1.6
Size of household: Households with 4 members	DK/ DA	0.0
Size of household: Households with 5 or more members	Total Persons who have purchased over the Internet during the last 12 months	911,143
Size of household: Households with 5 or more members	Difficulties finding information on guarantees	4.0
Size of household: Households with 5 or more members	Late delivery	12.0
Size of household: Households with 5 or more members	Lack of price clarity	3.7
Size of household: Households with 5 or more members	Undelivered or improperly delivered products or services	5.5
Size of household: Households with 5 or more members	Payment security issues	5.5
Size of household: Households with 5 or more members	Unsatisfactorily attended claims	5.5
Size of household: Households with 5 or more members	Non authorized use of personal data	3.9
Size of household: Households with 5 or more members	Misleading advertising	11.7
Size of household: Households with 5 or more members	Other problems	1.4
Size of household: Households with 5 or more members	DK/ DA	0.3
Spanish Nationality	Total Persons who have purchased over the Internet during the last 12 months	5,394,914
Spanish Nationality	Difficulties finding information on guarantees	6.8
Spanish Nationality	Late delivery	9.2
Spanish Nationality	Lack of price clarity	5.4
Spanish Nationality	Undelivered or improperly delivered products or services	4.4
Spanish Nationality	Payment security issues	4.4
Spanish Nationality	Unsatisfactorily attended claims	5.0
Spanish Nationality	Non authorized use of personal data	4.1
Spanish Nationality	Misleading advertising	13.8
Spanish Nationality	Other problems	1.5
Spanish Nationality	DK/ DA	0.1
Foreign Nationality	Total Persons who have purchased over the Internet during the last 12 months	285,937
Foreign Nationality	Difficulties finding information on guarantees	6.3
Foreign Nationality	Late delivery	7.5
Foreign Nationality	Lack of price clarity	5.1
Foreign Nationality	Undelivered or improperly delivered products or services	3.2
Foreign Nationality	Payment security issues	3.2
Foreign Nationality	Unsatisfactorily attended claims	6.2
Foreign Nationality	Non authorized use of personal data	5.8
Foreign Nationality	Misleading advertising	10.9
Foreign Nationality	Other problems	2.7
Foreign Nationality	DK/ DA	0.0