Survey: Inadequate consumer protection in the digital space
Forsa surveyed 1,500 people for the Federation of German Consumer Organizations to find out where they feel the consumer shoe pinches the most.
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Fake stores, fraudulent contracts, artificial intelligence or manipulative designs: 49% of 1,500 respondents aged 14 and over do not feel adequately protected against such phenomena in the digital space and on the internet. This was the result of a telephone survey conducted by Forsa on behalf of the Federation of German Consumer Organizations (Verbraucherzentrale Bundesverband, vzbv).
The uncertainty among consumers is also reflected in other figures, according to the vzbv. In 2023, it recorded over 92,000 complaints in the digital sector nationwide, accounting for 33% of all complaints in this area. There were particularly many problems with unwanted contracts for landline, internet or mobile telephony.
In the survey, 95% fully or somewhat agreed with the statement that consumers must be better protected against fraudulent contracts on the Internet. According to the vzbv, fake stores are a rapidly growing consumer nuisance. The consumer advice centers received almost 7,000 complaints in the year, 43 percent more than in the previous year.
AI risk
79% of respondents believe that websites should not be designed in such a way that they influence people's decisions. For example, online retailers try to trick consumers into buying more and faster.
Artificial intelligence does have the potential to further simplify everyday consumer life. However, there is also a risk of manipulation, deception or discrimination. 92% of respondents agree that there must be clear rules for artificial intelligence (AI) so that consumers are protected from manipulation, for example. 44% are concerned that they themselves will be manipulated by AI in future when making purchasing decisions or concluding contracts. In the 45 to 59 age group, the figure is 51%.
At the same time, 52% of respondents stated that they had already had experience with AI. 30 percent stated that they regularly use applications such as ChatGPT. 41 percent stated that they deliberately try not to use AI applications.
(anw)