CUSTOMER SATISFACTION

A survey on the consumer satisfaction is carried out on regular basis in accordance with the guidelines and by using the tools agreed within the ECC-Net: The Consumer Satisfaction Survey is a particular deliverable to be provided along with the annual report ("Consumer Survey Result").

Here the results:

Consumer satisfaction survey results (rate of the users who consider themselves very or extremely satisfied with our services).

• 2019: 87,41%

• 2020: 90,7%

• 2021: 82,92% 

In most cases, the consumer dissatisfaction comes up when an amicable settlement of the dispute is not reachable. (e.g. no trader response). 2021 and 2022 are also affected by the high rate of cases closed unsuccessfully  and related to the travel and tourist sector  where consumers received a voucher instead of a refund due to the Covid-19 emergency.

ECC Italy communicates result and data on the activities carried out  (news or press release, or social campaign) on yearly basis.