How many consumers are satisfied with ECC?

In 2023, over 91% of consumers who completed our survey reported being satisfied with the assistance they received. Compared to 2022, we observed a 2.5% increase in satisfaction among those who utilized the services of the European Consumer Centre Bulgaria. We are pleased to see that the Centre continues to be effective in our main mission: helping citizens assert their rights. Since our establishment in 2008, our team has worked diligently to improve our services. This year's positive feedback demonstrates the value of our efforts.

How does ECC help consumers?

The expertise of the European Consumer Centre covers cross-border issues that citizens may face when shopping or traveling in other EU countries, as well as in Iceland or Norway. Unfortunately, there are instances where consumers' online purchases from European retailers do not meet their quality expectations or positive customer experiences. There are also cases where airlines do not comply with the travel parameters promised during ticket purchases, or where rental cars are mishandled upon check-in.

Every person has the right to defend his rights in such situations. If consumers are unsure how to proceed, ECC provides a complete set of tools to help them protect their rights.

Reporting data for intervention in consumer cases

Throughout its operations, the ECC employs various measurement methods to assess its impact. This feedback is crucial, as positive consumer experiences are the best indicator of our service quality. Consequently, the centre encourages consumers to evaluate our interventions after case closures, regularly monitors comments on social media, and aims to generate satisfaction among all citizens who seek our help.

Understanding consumer demographics

Our study indicates that slightly more complaints are filed by women. Upon further investigation, we found that these complaints are often made on behalf of the wife, but they concern the rights of the entire family. Thus, resolving these cases aids not only individuals but also families.

In terms of age demographics, slightly over half (51.36%) of the complainants fall within the 35-49 age group, which is the most actively traveling and consuming demographic. The second largest group comprises citizens aged 50-65, accounting for 21.86% of respondents. Conversely, the smallest percentage of survey respondents is among consumers aged 18-24. To address this, one of our priorities is to encourage young people to understand their rights and the procedures for asserting them. ECC conducts lectures in schools and universities to introduce the younger generation to the methods they can use to seek compensation after negative customer experiences. Given that only 4.7% of completed surveys after case closure come from the “gen-Z” generation, we aim to better inform young consumers on how to assert their rights.

Areas of competence

ECC Bulgaria assists Bulgarian citizens with a wide range of issues, from non-refunded services or defective products to problems with international reservations and compensation claims for canceled or delayed flights. However, specific criteria must be met for a complaint to fall within our scope of activity. We aim to clearly define these criteria to help more individuals determine if we are the right authority to assist them. Regardless of the nature of the complaint, the first requirement for intervention by ECC is that the complaint must originate from a Bulgarian citizen against a trader from an EU Member State, Iceland, Norway, or the United Kingdom. Furthermore, the trader must have denied direct assistance regarding the customer's request, and the customer must provide relevant evidence or documents regarding their violated rights.

Is there a minimum amount for filing a complaint?

There is no minimum threshold for the value of a claim, provided it is justified and the consumer is genuinely entitled to make the claim. Whether the issue pertains to a minor or significant amount, the ECC is here to help.

What do consumers say about us?
 
Over the past year, nearly 15% of survey participants reported learning about us through another consumer. EPC believes this to be the most valuable form of promotion, as it demonstrates that Bulgarian consumers are satisfied with our interventions. This feedback is the greatest reward for our efforts, and we are pleased to share some comments and quotes we received in 2023:
 
- “Continue to be of benefit to citizens!”
 
- “I would like to thank you once again for the professionalism and efficiency you showed in resolving our case regarding lost luggage.”

- “A huge thank you for the assistance from the ECC: impressive support and speed in resolving the case. These are the examples that build trust in the European Union.”

The high satisfaction ratings from consumers reflect not only the efforts of the ECC Bulgaria team but also the entire ECC-Net, said Sonia Spasova, Director of ECC Bulgaria.
 
How you can leave a review
 
You can share your feedback on our official ECC pages on social media, communicate directly with our team, or fill out the automatic survey you receive after a case is closed. Whether or not you choose to leave a comment is up to you; however, every positive review brings joy to our team for a job well done, and every suggestion for improvement serves.
 
 
 
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