Second consumer market study on the functioning of the retail electricity markets for consumers in the EU : Final report

This study on the functioning of retail electricity markets for consumers in the EU is the follow up to the first market study conducted in 2009/2010, and published by the European Commission in 2010. The objectives of the current study are to investigate if a well-functioning electricity market is in place for consumers in the EU and assess how the performance of retail electricity markets for consumers has developed since the first market study. The study also examines the extent to which consumers are able to make informed and empowered choices and what motivates their behaviour in the electricity market. The study covers all EU Member States, Iceland and Norway. Between July 2014 and October 2015, the following activities were carried out: consultations with national stakeholders (energy regulators, consumer associations, Alternative Dispute Resolution entities active in the retail energy sector, electricity associations, enforcement bodies and company mediators); a consumer survey measuring consumers’ awareness, attitudes and experiences with electricity services; a behavioural experiment consisting of a ‘‘stay or switch” exercise and a comprehension test of bills and marketing material; a mystery shopping exercise replicating consumers’ experiences in four areas (“questions about billing”, “finding a cheaper tariff”, information available on “switching and complaint handling” and “green tariffs and efficient energy use”); and, a price collection exercise compiling and analysing a comprehensive and representative sample of electricity prices offered to household consumers.