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Study on the digital transformation of information, education and counseling services in consumer protectionConsumer study 2019

Project period: 
April 2019 – September 2019

Client:
Bavarian State Ministry of the Environment and Consumer Protection (StMUV) in cooperation with the Ministry for Environment, Agriculture, Conservation and Consumer Protection of the State of North Rhine-Westphalia (MULNV)

Project partner: 
YouGov

On behalf of the Bavarian State Ministry of the Environment and Consumer Protection (StMUV) in cooperation with the Ministry for Environment, Agriculture, Conservation and Consumer Protection of the State of North Rhine-Westphalia (MULNV), ConPolicy carries out a consumer study in collaboration with YouGov.

The aim of the study is to find out to what extent and in what way consumers use digital information, education and counseling services and how these may need to be adapted to new, digital needs.

The following aspects are in focus:

  • current search strategies and usage habits of digital information, education and consulting services

  • open needs and expectations of consumers to different providers and content

  • conflict resolution strategies

The study will be based on four working steps:

  1. Inventory: On the basis of a national and international literature research, the current research status on consumer information gathering will be recorded and gaps will be identified.

  2. Consumer survey: In the second step, an online-representative survey will be conducted in Bavaria and NRW to gather data on the experiences and expectations of consumers in digital consumer information gathering.

  3. Focus groups: The results of the survey are then supplemented and deepened by data obtained in focus groups.

  4. Recommendations for action: In the last step, the main results of the study are summarized and recommendations for action are derived.

Project of

Project Manager Consumer Research

+49 (0)30 259369-08 kettner@conpolicy.de

Christian Thorun

Managing Director

+49 (0)30 259369-01 thorun@conpolicy.de