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Consumer market study on the functioning of the market for Internet access and provision from a consumer perspective in the EU

Project summary:
The objective of the study was to analyse the consumer situation in the Internet service provision markets, with a focus on problems for consumers' participation in the market. Specifically, the study addressed: whether consumers are able to make optimal purchasing decisions in this market (both the initial purchase and subsequent decisions to switch -or not- package or provider), the main obstacles to optimal decision-making, the extent to which the service provided meets consumers' needs and expectations, as well as the main problems encountered and possible remedies.

Client/Financing Institution:
European Commission, DG SANCO

Year:
09/2011 – 10/2012

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