Cross-Border consumer view Country Consumer Cross-Border confidence level LU 84% IE 78% AT 75% BE 69% UK 68% CH 67% DK 66% SE 56% NO 55% ES 53% IT 52% FR 50% NL 48% DE 44% FI 41% PT 32% average EU16 59,8% 2019 B2C Online Turnover EU16 Europe €562 billion - excl. travel: €462 23,55% CROSS-BORDER Total Cross-Border turnover EU16: €108,75 billion 37% 32% 32% 22% 40% 29% 19% 19% 38% 25% 44% 17% 33% 16% 32% 26% Cross-Border web visitors eRank Top 16 Cross-Border countries 0 Speed of delivery longer than indicated Wrong or damaged goods/services delivered Technical failure Difficulties finding information concerning guarantees or other legal rights Complaints and redress were difficult or no satisfactory response afer complaint Problems with fraud Foreign retailer did not sell in my country 18% 12% 8% 4% 4% 3% 3% Consumer cross-border online challenges There are 4 criteria: Confidence Visitors Market share Turnover 30% Weighted average share of Cross-Border web visitors EU16 Source: Cross-Border Commerce Europe Cross-Border e-commerce is defined as purchasing from the website of an online shop in another country and jurisdiction. Cross-Border Marketshare EU16 Cross-Border Marketshare / Total online Total Cross-Border turnover excl. travel LU 87,5% € 0,7 bn IE 62,8% € 4,4 bn AT 44,5% € 4,4 bn CH 41,6% € 5 bn DK 40% € 5,7 bn PT 39% € 1,9 bn NO 38% € 4,2 bn ES 29,5% € 7,8 bn IT 28,7% € 4,4 bn FI 28,4% € 2,7 bn BE 26,5% € 2,6 bn SE 26,4% € 3,3 bn DE 21,4% € 19 bn FR 18,3% € 15,1 bn UK 17,8% € 24 bn NL 15,1% € 3,5 bn Average: 23,55% Total: €108,75 bn 45,4% via marketplaces: Zalando, Amazon (32bn), Asos, ... Powered by <27% >40% 28% - 39% EU28 Europe €658 billion 1. Luxembourg 2. Ireland 3. Austria 4. Denmark 5. Switzerland 6. United Kingdom 7. Norway 8. Belgium 9. France 10. Spain 11. Sweden 12. Italy 13. Germany 14. Finland 15. Portugal 16. The Netherlands