In the last 12 months which of the following products and services have you bought over the internet? Please tick all that apply

Yes No Books, CDs, music, games, videos/DVDs and software 84.48% 15.52% Clothing, footwear and jewellery 54.58% 45.42% Food, drink and household supplies 37.06% 62.94% Furniture, DIY and gardening 25.28% 74.72% Home and consumer electronics 44.09% 55.91% Travel (e.g. flights, holidays, car hire) and tickets (e.g. cinema, events) 51.12% 48.88% Health and Beauty (e.g. cosmetics or pharmacy products) 29.20% 70.80% Gifts 45.31% 54.69% None of the above 4.93% 95.07% n = 2,860 [each row]

Books, CDs, music, games, videos/DVDs and software customer service

From Question: Books, CDs, music, games, videos/DVDs and software customer service

# 0 Very poor 0.33% 1 0.37% 2 0.41% 3 0.99% 4 1.74% 5 5.18% 6 6.42% 7 17.11% 8 26.14% 9 17.19% 10 Excellent 24.11% n = 2,414

Clothing, footwear and jewellery customer service

From Question: Clothing, footwear and jewellery customer service

# 0 Very poor 0.26% 1 0.26% 2 0.77% 3 1.35% 4 2.96% 5 7.20% 6 10.28% 7 22.37% 8 23.07% 9 11.95% 10 Excellent 19.54% n = 1,556

Food, drink and household supplies customer service

From Question: Food, drink and household supplies customer service

# 0 Very poor 0.28% 1 0.47% 2 0.95% 3 1.13% 4 2.46% 5 6.99% 6 9.92% 7 19.28% 8 22.40% 9 14.84% 10 Excellent 21.27% n = 1,058

Furniture, DIY and gardening customer service

From Question: Furniture, DIY and gardening customer service

# 0 Very poor 0.42% 1 0.70% 2 1.54% 3 1.68% 4 3.09% 5 8.42% 6 9.82% 7 22.02% 8 23.28% 9 10.10% 10 Excellent 18.93% n = 713

Home and consumer electronics customer service

From Question: Home and consumer electronics customer service

# 0 Very poor 0.40% 1 0.24% 2 0.48% 3 1.12% 4 1.44% 5 5.29% 6 10.02% 7 20.19% 8 26.60% 9 13.86% 10 Excellent 20.35% n = 1,248

Travel (e.g. flights, holidays, car hire) and tickets (e.g. cinema, events) customer service

From Question: Travel (e.g. flights, holidays, car hire) and tickets (e.g. cinema, events) customer service

# 0 Very poor 0.07% 1 0.14% 2 0.55% 3 0.76% 4 1.58% 5 4.26% 6 6.95% 7 18.23% 8 25.31% 9 18.84% 10 Excellent 23.31% n = 1,454

Health and Beauty (e.g. cosmetics and pharmacy products) customer service

From Question: Health and Beauty (e.g. cosmetics and pharmacy products) customer service

# 0 Very poor 0.36% 1 0.24% 2 0.12% 3 0.60% 4 1.81% 5 6.41% 6 10.04% 7 20.07% 8 23.46% 9 13.66% 10 Excellent 23.22% n = 827

Gifts customer service

From Question: Gifts customer service

# 0 Very poor 0.23% 1 0.23% 2 0.23% 3 0.39% 4 1.55% 5 6.18% 6 8.73% 7 16.38% 8 26.28% 9 17.54% 10 Excellent 22.26% n = 1,294

Overall, how easy or difficult is it to use and find your way around websites you have visited? Please state, where 0 is VERY DIFFICULT and 10 is VERY EASY

From Question: Overall, how easy or difficult is it to use and find your way around websites you have visited? Please state, where 0 is VERY DIFFICULT and 10 is VERY EASY

# 0 Very difficult 0.07% 1 0.18% 2 0.44% 3 0.92% 4 1.96% 5 5.13% 6 6.91% 7 18.03% 8 27.11% 9 16.25% 10 Very easy 22.98% n = 2,707

Overall, how would you rate the range of products available to buy over the internet? Please state, where 0 is VERY POOR and 10 is EXCELLENT

From Question: Overall, how would you rate the range of products available to buy over the internet? Please state, where 0 is VERY POOR and 10 is EXCELLENT

# 0 Very poor 0.11% 1 0.11% 2 0.22% 3 0.55% 4 1.29% 5 4.51% 6 5.77% 7 13.27% 8 22.48% 9 18.93% 10 Excellent 32.75% n = 2,705

Overall, how would you rate the amount of information you are given about the products and services you can buy? Please state, where 0 is VERY POOR and 10 is EXCELLENTBy information we mean things like product details and photography that help yo...

From Question: Overall, how would you rate the amount of information you are given about the products and services you can buy? Please state, where 0 is VERY POOR and 10 is EXCELLENTBy information we mean things like product details and photography that help you decide whether to buy or not.

# 0 Very poor 0.15% 1 0.11% 2 0.52% 3 1.00% 4 2.59% 5 7.47% 6 12.68% 7 22.11% 8 23.88% 9 14.01% 10 Excellent 15.49% n = 2,705

Overall, how competitive are the prices of products when shopping over the internet compared to the high street? Please state, where 0 is MUCH WORSE than the high street and 10 is MUCH BETTER than the high street

From Question: Overall, how competitive are the prices of products when shopping over the internet compared to the high street? Please state, where 0 is MUCH WORSE than the high street and 10 is MUCH BETTER than the high street

# 0 Much worse 0.11% 1 0.11% 2 0.37% 3 0.45% 4 1.93% 5 6.80% 6 10.48% 7 16.83% 8 22.67% 9 15.46% 10 Much better 24.79% n = 2,691

Overall, how confident are you in the security offered by websites you have visited? Please state, where 0 is NOT AT ALL CONFIDENT and 10 is VERY CONFIDENTBy security we mean protection of vital personal information such as bank details

From Question: Overall, how confident are you in the security offered by websites you have visited? Please state, where 0 is NOT AT ALL CONFIDENT and 10 is VERY CONFIDENTBy security we mean protection of vital personal information such as bank details

# 0 Not at all confident 0.18% 1 0.18% 2 0.48% 3 1.55% 4 2.55% 5 8.25% 6 11.24% 7 20.86% 8 23.85% 9 14.35% 10 Very Confident 16.49% n = 2,704