Flash Eurobarometer 443. e-privacy

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2 Survey conducted by TNS Political & Social at the request of the European Commission, Directorate-General for Communications Networks, Content & Technology (DG CONNECT) Survey co-ordinated by the European Commission, Directorate-General for Communication (DG COMM Strategy, Corporate Communication Actions and Eurobarometer Unit)

3 Project number Project title - Linguistic version EN Catalogue number KK EN-N ISBN doi: / European Union,

4 1 TABLE OF CONTENTS INTRODUCTION 2 KEY FINDINGS 4 I. USE OF THE INTERNET AND TELEPHONE 6 II. KNOWLEDGE OF THE LEGISLATION AND IMPORTANCE OF PROTECTING PERSONAL INFORMATION 20 III. MEASURES TO PROTECT PERSONAL INFORMATION AND EXPECTATIONS 36 1 Measures taken by citizens to protect their personal information 36 2 Expectations regarding the protection of personal information when using the Internet 43 3 Expectations regarding commercial calls 50 4 Acceptability of possible scenarios 55 ANNEXES Technical specifications Questionnaire Tables

5 2 INTRODUCTION Since 2002, the eprivacy Directive has provided rules governing the processing of personal data and the protection of privacy in the electronics communications sector. These rules cover confidentiality of communications and related traffic and location data as well as rules regarding spam 1. Although the Directive was updated in 2009 to provide clearer rules covering online communications, the intervening years have seen the e-communications sector continue to evolve rapidly, along with the proliferation of Internet-based messaging and communications services such as voice over IP and instant messaging. As a result of these changes, as well as the upcoming implementation of the new General Data Protection Regulation, the eprivacy Directive once again needs to be updated to ensure it is fit for the challenges of the new digital age 2. The review of the eprivacy Directive is one of the key initiatives aimed at reinforcing trust and security in digital services in the EU. As part of this review, the European Commission s Directorate- General for Communications Networks, Content and Technology (DG CONNECT) commissioned this survey to assess the general opinions of citizens across the EU in relation to key issues that are part of online privacy, in particular privacy of communications, tracking over the Internet with cookies requiring permission/consent, unsolicited communications by and unwanted marketing calls. The survey covers the following: The ways and extent in which citizens use various communications technologies, such as mobile phones for calls and text messages and Internet messaging services; The importance for citizens to protect their privacy online and the secrecy of their communications, as well as the steps they take to protect their online privacy; Citizens knowledge of privacy legislation; Citizens attitudes towards commercial calls. Between the 7 th and 8 th, 26,526 respondents from different social and demographic groups were interviewed via telephone (mobile and fixed line) in their mother tongue on behalf of DG CONNECT. The methodology used is that of Eurobarometer surveys as carried out by the Directorate-General for Communication ( Strategy, Corporate Communication Actions and Eurobarometer Unit) 3. A technical note on the manner in which interviews were conducted by the Institutes within the TNS Political & Social network is annexed to this report. Also included are the interview methods and confidence intervals The results tables are included in the annex. It should be noted that the total of the percentages in the tables of this report may exceed 100% when the respondent was able to give several answers to the question.

6 3 Note: In this report, countries are referred to by their official abbreviation. The abbreviations used in this report correspond to: Belgium BE Latvia LV Czech Republic CZ Luxembourg LU Bulgaria BG Hungary HU Denmark DK Malta MT Germany DE The Netherlands NL Estonia EE Austria AT Greece EL Poland PL Spain ES Portugal PT France FR Romania RO Croatia HR Slovenia SI Ireland IE Slovakia SK Italy IT Finland FI Republic of Cyprus CY * Sweden SE Lithuania LT United Kingdom UK * Cyprus as a whole is one of the 28 European Union Member States. However, the acquis communautaire has been suspended in the part of the country, which is not controlled by the government of the Republic of Cyprus. For practical reasons, only the interviews carried out in the part of the country controlled by the government of the Republic of Cyprus are included in the CY category and in the EU28 average. We wish to thank the people throughout the European Union who have given their time to take part in this survey. Without their active participation, this study would not have been possible.

7 4 KEY FINDINGS Daily use of a mobile phone for calls or text messages is the most common, while Internet phone calls or video calls are mostly made a few times a month The services most commonly used on a daily or almost daily basis are calls or texts on a mobile phone (74%), browsing the Internet online (60%) and (46%). Half of respondents the use Internet for instant messaging or online social networks (both 50%) on a weekly basis, and more than four in ten (41%) make Internet phone or video calls as often as a few times a month. The privacy of their personal information, their online communications and their online behaviour is very important to the majority of respondents The majority know that, according to the law, personal information on their computer, smartphone or tablet can only be accessed if they have given permission (67%), or that nobody can store information on their computer, smartphone or tablet without their permission (58%). A majority incorrectly believes that according to the law instant messaging and online voice conversations are confidential and nobody can access them without their permission (58%) only a minority knows this is false (37%). Although knowledge of the law is mixed, almost eight in ten respondents say it is very important personal information on their computer, smartphone or tablet can only be accessed with their permission (78%). More than seven in ten (72%) say it is very important that the confidentiality of their s and online instant messaging is guaranteed. More than half (56%) say it is very important that tools for monitoring their activities online can only be used with their permission.

8 5 A large majority agree there should be a range of measures available to protect their privacy, and almost two thirds have taken at least one action to protect their personal information when online Six in ten (60%) respondents have already changed the privacy settings on their Internet browser and four in ten (40%) avoid certain websites because they are worried their online activities are monitored. Over one third (37%) use software that protects them from seeing online adverts and more than a quarter (27%) use software that prevents their online activities from being monitored. Overall 65% of respondents have taken at least one of these actions. Respondents aged (68-70%), with the highest education levels (65%) or who browse the Internet daily (68%), are the most likely to have changed their browser settings. More than seven in ten (71%) totally agree computer, smartphone or tablet providers should give them regular software updates to protect their information. Almost seven in ten (69%) totally agree the default settings of their browser should stop their information from being shared. Almost two thirds of respondents (65%) totally agree they should be able to encrypt their messages and calls, so they are only read by the recipient. The youngest respondents (61%) or those who browse online daily (49%), are most likely to be in favour of a one-time request from a website to access their information, as long as there is the option to change their mind (48%). Close to four in ten respondents (39%), in particular among the oldest respondents (15%) and the ones who use to prevent their online activities from being monitored (43%), want to be asked permission every time they enter a website. Almost two thirds of respondents say it is unacceptable to have their online activities monitored in exchange for unrestricted access to a certain website (64%). More than seven in ten respondents (71%) think it is not acceptable for companies to share information about them without their permission, even if it helps companies to provide new services they might like. Almost three quarters (74%) say it is unacceptable to pay in order not to be monitored when using a website. The majority say they receive too many unsolicited commercial calls, and they would like them always to display a special prefix Over six in ten respondents (61%) agree they receive too many unsolicited calls offering them goods or services. The majority of respondents think commercial calls should always display a special prefix (59%) especially those with the highest levels of education (66%). Just over one in five (22%) think these calls should be allowed as long as they display their phone number.

9 I. USE OF THE INTERNET AND TELEPHONE (FIXED OR MOBILE) This section of the report describes the use of a range of online and telephone services, including mobile phones, messaging, Internet calls and online browsing. - Almost three quarters of respondents use mobile phones daily or almost daily for text messages and calls, while six in ten browse online with the same frequency - The charts below show the proportion of respondents that use each of these communications or online services daily or almost daily 5. Mobile phones are by far the most frequently used device, with 74% of respondents saying they use them daily or almost every day to make calls or send text messages. Around four in ten respondents also use a fixed phone line daily or almost daily (38%). Nevertheless, communications via the Internet are also important. Six in ten use the Internet daily or almost daily to browse online (60%) and 46% use with this level of frequency. Around four in ten use the Internet for instant messaging (41%) or social networks (39%) daily or almost daily. Although less than one in ten respondents (8%) make use of Internet to make phone calls or video calls daily or almost daily, 13% use them a few times a week and 20% use them a few times a month or less. D8 Could you tell me if? You use a mobile phone to make calls or send text messages (% - EU) Total 'Never or no mobile phone access (SPONTANEOUS)' 8 Total 'A few times a month or less' 5 Total 'A few times a week' 13 Every day or almost every day 74 Base: All respondents (N=26,526) 5 QD8 Could you tell me if? 8.1You use a fixed phone line; 8.2 You use a mobile phone to make calls or send text messages; 8.3 You use the Internet to make phone calls or video calls; 8.4 You use the Internet for instant messaging; 8.5 You use ; 8.6 You use online social networks; 8.7 You use the Internet to browse online. 6

10 D8 Could you tell me if? You use a fixed phone line (% - EU) Total 'Never or no fixed phone access (SPONTANEOUS)' 21 Don't know 1 Every day or almost every day 38 Total 'A few times a month or less' 14 Total 'A few times a week' 26 Base: All respondents (N=26,526) Base: All respondents (N=26,526) 7

11 8 In all Member States, respondents are most likely to say they use a mobile phone daily or almost daily to make calls or send text messages. Those in Cyprus, Estonia (both 88%), Latvia and Ireland (both 86%) are the most likely to say this, compared to 61% in the Netherlands, 66% in Germany and 68% in Belgium. The Netherlands is the Member State where most respondents say they use their mobile for calls or text messages a few times a week (20%) or a few times a month or less (10%). France and Germany are the only countries where at one in ten says they never use a mobile phone to make calls or send text messages, or that they do not have access to a mobile phone (10%). Base: All respondents (N=26,526) The socio-demographic analysis shows those aged 55+ are the least likely to make daily use of a mobile phone to make calls or send texts: 55% do so, compared to at least eight in ten among younger respondents (82%-89%). Those aged 55+ are also the most likely to never use a mobile phone this way or to not have access to one (15% vs 1%-3%). In addition, the longer a respondent remained in education, the more likely they are to use a mobile daily for calls or texts: 47% of those with the lowest education levels do so, compared to 80% of those with the highest levels. Those with the lowest levels are the most likely to never use a mobile this way or to not have access to a mobile phone (20% vs 4%-8%).

12 9 Base: All respondents (N=26,526)

13 10 At least half of the respondents in all but two Member States use the Internet to browse online daily or almost daily. Respondents in Sweden (74%) and Finland (70%) are the most likely to browse daily or almost daily, while those in Romania (46%) and Bulgaria (48%) are the least likely to do so. At least one in five respondents in the Czech Republic (21%) and Latvia (20%) use the Internet to browse online a few times a week, while those in Poland and Slovakia (both 6%) are the most likely to say they use the Internet to browse online a few times a month or less. There are 18 Member States where at least one in five respondents say they never use the Internet to browse online or they do not have access to the Internet, with those in Romania (36%), Malta (33%) and Bulgaria (32%) the most likely to say they so. Base: All respondents (N=26,526) The socio-demographic analysis shows those under 40 are the most likely to make daily use of the Internet to browse online: more than eight in ten do so (85%-86%), compared to 66% of year olds and 34% of those aged 55+. Almost half of those aged 55+ never browse online or do not have access to the Internet (45%), compared to 2%-11% of younger age groups. In addition, the longer a respondent remained in education, the more likely they are to browse online daily: 22% of those with the lowest education levels do so, compared to 71% of those with the highest levels. Consistently, those with the lowest levels are the most likely to never browse online or to not have access to the Internet (60% vs 11%-24%). Finally, employees and the self-employed (both 77%) are much more likely to be daily browsers than manual workers (58%) or those who are not working (45%). Close to one quarter of those not working (37%) and 17% of manual workers never browse online or do not have access to the Internet.

14 11 Base: All respondents (N=26,526)

15 12 In all but six countries, respondents are most likely to say they use daily or almost daily. Respondents in the Netherlands (67%), Denmark and Sweden (both 64%) are the most likely to use daily, while those in Romania (20%), Bulgaria (26%) and Greece (27%) are the least likely to do so. Respondents in these three countries are most likely to say they never use e- mail, or that they do not have access to Romania (55%), Bulgaria (43%) and Greece (41%). At least one in five respondents in ten countries say they only use a few times a week, with those in the Czech Republic (24%), Luxembourg (23%) and Ireland (22%) the most likely to say this. Respondents in Bulgaria (15%), Greece (14%), Italy, Cyprus, Poland and Finland (13%) are the most likely to say they only use a few times a month or less. Base: All respondents (N=26,526) The socio-demographic analysis reveals that those aged are the most likely to be daily users of . More than half of this age group uses daily (57%-64%), compared to 45% of year olds and 29% of those aged 55+. In fact, 47% of those aged 55+ and 18% of those aged never use or do not have access to the Internet, compared to 7% of younger age groups. The longer a respondent remained in education, the more likely they are to use daily: 11% of those with the lowest education levels do so, compared to 62% of those with the highest levels. Those with the lowest education levels are the most likely to never use or to not have access to the Internet (67% vs 13%-29%). Finally, the self-employed (71%) and employees (67%) are much more likely to be daily users than manual workers (32%) or those who are not working (28%). More than four in ten of those who are not working (41%) and 26% of manual workers never use or do not have access to the Internet.

16 13 Base: All respondents (N=26,526)

17 14 When it comes to the use of the Internet for instant messaging daily or almost daily, there is much more variation across countries, ranging from 70% in Spain to just 16% in Lithuania. In eight Member States, respondents are most likely to say they use these services daily or almost daily, although Spain (70%), the Netherlands (61%), Italy (57%) and Germany (51%) are the only countries where at least half say this. Respondents in Romania (15%), Luxembourg and Portugal (both 13%) are the most likely to say they use instant messaging services a few times a week, while those in Bulgaria are the most likely to say a few times a month or less (9%). In 20 Member States, however, respondents are most likely to say they never use the Internet for instant messaging or they do not have access to the Internet, and this is particularly the case for respondents in Lithuania (73%), Estonia, (69%) and Slovenia (67%). Base: All respondents (N=26,526) The socio-demographic analysis highlights those aged 55+ are the least likely to be daily users of instant messaging: 17% do so, compared to 76% of those aged In fact, the majority of those aged 55+ (70%) and 42% of those aged never use instant messaging or do not have Internet access, compared to 14%-23% of younger age groups. In addition, the longer a respondent remained in education, the more likely they are to use the Internet for instant messaging daily: 21% of those with the lowest education levels do so, compared to 44% of those with the highest levels. Those with the lowest levels are the most likely to never use the Internet for instant messaging or to not have access to the Internet (70% vs 41%- 48%).

18 15 Base: All respondents (N=26,526)

19 16 The country analysis shows significant variations in the proportion of respondents who say they use social networks daily or almost daily, ranging from 55% in Sweden to 29% in Germany. As was the case for instant messaging, the main differences between countries lie in the proportions who use social networking daily or almost daily, and those that never use them. In 12 Member States, respondents are most likely to say they use online social networking daily or almost daily, and this is particularly the case in Sweden (55%), Denmark (54%) and Cyprus (53%). In contrast, 29% in Germany, 31% in the Czech Republic and 33% in Slovenia say the same. In 14 Member States, however, respondents are most likely to say they never use online social networks or they do not have access to the Internet. At least half in the Czech Republic (50%), Slovenia (52%) and Germany (55%) say so. Respondents in Spain are the most likely to say they use online social networks a few times a week (15%), while those in Germany, Czech Republic, Poland, France, Latvia and Croatia (all 6%) are the most likely to say they use these networks a few times a month or less. Base: All respondents (N=26,526) The socio-demographic analysis shows the older the respondent, the less likely they are to use online social networks daily: 81% of those aged do so, compared to 14% of those aged 55+. In fact, 74% of the older respondents and 44% of those aged never use social networks or do not have access to the Internet, compared to 6%-18% of younger respondents. In addition, those with the lowest education levels are the least likely to use online social networks (18% vs 38%-40%), and the most likely to never use them or to not have access to the Internet (75% vs 42%-46%).

20 17 Base: All respondents (N=26,526)

21 18 There is a high level of variation between countries in the proportions of respondents who say they use a fixed phone line daily or almost daily, ranging from 74% in Greece and 62% in Malta to just 2% in Finland and 10% in the Czech Republic. In ten Member States, respondents are most likely to say they use a fixed phone line daily, with respondents in Greece (74%), Malta (62%), Germany (56%) and Cyprus (52%) the most likely to say so. At the other end of the scale, respondents in Finland (2%), the Czech Republic (10%) and Latvia (14%) are the least likely to say they use a fixed line daily or almost daily. In 13 Member States, respondents are most likely to say they never use a fixed phone line, or they do not have access to one. Almost nine in ten respondents in Finland say this (88%) as do 69% in the Czech Republic and 56% in Slovakia. Respondents in France (41%), Belgium (36%), Luxembourg (35%), Ireland (33%) and Slovenia (30%) are most likely to say they use a fixed phone line a few times a week, and this is also widely mentioned by respondents in the Netherlands (35%). At least one in five respondents in Slovenia (22%), the UK, Croatia (both 21%), Portugal and Bulgaria (both 20%) say they use a fixed phone line a few times a month or less. Base: All respondents (N=26,526) The socio-demographic analysis highlights those aged 55+ are the most likely to be daily users of a fixed phone line: 50% do so, compared to 24% of those aged In fact, almost one third of those aged (32%) and 20% of those aged never use a fixed phone line or do not have access to one, compared to 13% of the oldest respondents.

22 19 Base: All respondents (N=26,526)

23 20 Regarding the use of the Internet to make phone or video calls, respondents in all Member States are most likely to say they never use this means of communication or they do not have access to the Internet. Cyprus (23%) and Bulgaria (20%) are the only countries where at least one in five say they use the Internet to make phone or video calls daily or almost every day, although 16% in Hungary say the same. At the other end of the scale, just 4% of respondents in Italy and 5% in the Netherlands say the same. Respondents in Bulgaria and Cyprus (both 20%) are also the most likely to say they use the Internet to make phone or video calls a few times a week. It is worth noting that in 18 Member States, at least one in five respondents say they use the Internet for these types of calls a few times a month or less and that in six Member States at least a quarter of respondents do so, such as in Sweden (29%), Denmark (27%), Ireland, Austria (both 26%), Belgium and Estonia (both 25%). Base: All respondents (N=26,526) The socio-demographic analysis shows the youngest respondents are the most likely to make daily Internet phone or video calls: 16% do so compared to just 4% of those aged 55+. In fact, more than half of those aged (61%) and 77% of those aged 55+ never make these kinds of calls or do not have access to the Internet, compared to 31% of the youngest respondents, and 43% of those aged In addition, the earlier a respondent finished their education, the more likely they are to say they never make these kinds of Internet calls or they do not have access to the Internet: 85% of those with the lowest education levels never make these kinds of calls, compared to 52% of those with the highest levels.

24 21 Base: All respondents (N=26,526)

25 22 II. KNOWLEDGE OF THE LEGISLATION AND IMPORTANCE OF PROTECTING PERSONAL INFORMATION This section of the report reviews respondents knowledge about current privacy laws relating to electronic communications, and considers the importance respondents give to the privacy of their electronic communications. Respondents who browse the Internet and/or use at least one Internet-based communications services were asked whether three statements about privacy law were true or false 6. - Respondents are least likely to know that the law does not guarantee that instant messaging and online voice conversations are confidential - The majority of respondents know it is true that personal information (e.g. photos, calendar and history of calls) on their computer, smartphone or tablet can only be accessed if they have given permission (67%). Three in ten incorrectly say this is false (30%) while just 3% say they don t know. Base: Respondents who use online social networks, or the Internet to make phone or video calls, for instant messaging or to browse online (N=21,932) 6 Q3. For each of the following statements, please tell me whether you think it is true or false. 3.1 According to the law, personal information (e.g. photos, calendar, history of calls) on your computer, smartphone or tablet can only be accessed if you have given permission; 3.2 According to the law, nobody can store information (e.g. cookies used to tack you) on your computer, smartphone or tablet without your permission; 3.3 According to the law, instant messaging and online voice conversations are confidential and nobody can access them without your permission.

26 23 In all Member States, at least half of the respondents know that personal information on their computer, smartphone or tablet can only be accessed if they have given permission. Those in Greece (94%), Cyprus (92%) and Lithuania (89%) are the most likely to know this is true, compared to 50% in Denmark, 53% in Sweden and 57% in the UK. Base: Respondents who use online social networks, or the Internet to make phone or video calls, for instant messaging or to browse online (N=21,932) The socio-demographic analysis reveals no notable differences.

27 24 Almost six in ten (58%) know it is true that nobody can store information (e.g. cookies used to track them) on their computer, smartphone or tablet without their permission. Almost four in ten (37%) incorrectly say this is false, and 5% don t know. Base: Respondents who use online social networks, or the Internet to make phone or video calls, for instant messaging or to browse online (N=21,932)

28 25 Awareness about this aspect of privacy law varies dramatically across the EU, although at least half of respondents in 24 countries know it is true. Nine in ten respondents in Cyprus (90%), as well as 87% in Greece and 86% in Lithuania know it is true that nobody can store information on their computer, smartphone or tablet without their permission. In a sharp contrast, only 39% in the Netherlands and Denmark and 46% in Belgium and the UK also know this is true. Furthermore, in Denmark (53%) and the Netherlands (56%) the majority answered incorrectly that this statement was false. Base: Respondents who use online social networks, or the Internet to make phone or video calls, for instant messaging or to browse online (N=21,932) The socio-demographic analysis reveals no notable differences.

29 26 A majority incorrectly believes that according to the law instant messaging and online voice conversations are confidential and nobody can access them without their permission (58%) only a minority knows this is false (37%), while 5% don't know. Base: Respondents who use online social networks, or the Internet to make phone or video calls, for instant messaging or to browse online (N=21,932)

30 27 There are only three countries where at least half know it is false that instant messaging and online voice conversations are confidential and cannot be accessed without permission: Denmark (57%) Sweden (51%) and the Netherlands (50%). At the other end of the scale just 6% in Greece, 9% in Cyprus and 16% in Lithuania know this statement is false. Furthermore, in half of the Member States, less than a third of respondents know it is false that instant messaging and online voice conversations are confidential and cannot be accessed without their permission. Base: Respondents who use online social networks, or the Internet to make phone or video calls, for instant messaging or to browse online (N=21,932) The socio-demographic analysis reveals no notable differences.

31 28 Taking a broader view shows 34% of respondents give one correct answer, 53% give two correct answers and 7% correctly answered to all three statements. Overall 94% of respondents give at least one correct answer, while 6% give no correct answers. Base: Respondents who use online social networks, or the Internet to make phone or video calls, for instant messaging or to browse online (N=21,932)

32 29 - For the majority of respondents, the privacy of their personal information, their online communications and their online behaviour is very important - More than nine in ten respondents 7 say it is important that personal information on their computer, smartphone or tablet can only be accessed with their permission (92%), with the large majority saying this is very important (78%) 8. More than nine in ten respondents 9 also say it is important that the confidentiality of their e- mails and online instant messaging is guaranteed (92%), with 72% of the opinion this is very important. More than eight in ten respondents 10 say it is important that tools for monitoring their activities online (such as cookies) can only be used with their permission (82%), with 56% saying this is very important. Bases: First item: Respondents who use online social networks or use the Internet for instant messaging or to browse online (N=21,510) Second item: Respondents who use online social networks, or use the Internet to make phone or video calls or for instant messaging (N=21,487) Third item: Respondents who use online social networks, or use the Internet for instant messaging or to browse online (N=21,864) 7 Respondents who use online social networks or use the Internet for instant messaging or to browse online. 8 Q2. How important for you is each of the following things? 2.1 Your personal information (e.g. photos, calendar, contacts) on your computer, smartphone or tablet can only be accessed with your permission; 2.2 Tools for monitoring your activities online (such as cookies) can only be used with your permission; 2.3 The confidentiality of your s and online instant messaging is guaranteed. 9 Respondents who use online social networks, or use the Internet to make phone or video calls or for instant messaging. 10 Respondents who use online social networks, or use the Internet for instant messaging or to browse online.

33 30 The majority of respondents in all Member States think it is very important that their personal information on their computer, smartphone or tablet can only be accessed with their permission. Proportions range from 86% in Malta, the UK and Ireland, to 57% in Latvia, 62% in Estonia and 63% in Lithuania. Respondents in Latvia (29%), Estonia (25%), Poland and Hungary (both 21%), as well as in Lithuania (20%) are the most likely to say this is only fairly important. There are only seven countries where at least one in ten respondents say this is not important, with those in Lithuania (16%), Croatia (15%), Hungary and Latvia (both 13%) the most likely to think this way. Base: Respondents who use online social networks or use the Internet for instant messaging or to browse online (N=21,510) The socio-demographic analysis shows those aged are the most likely to say it is very important that their personal information on their computer, smartphone or tablet can only be accessed with their permission (81%-82% vs 73%-77%). Respondents that have taken at least one action to protect their online security and privacy are more likely to say it is very important that their personal information on their computer, smartphone or tablet can only be accessed with their permission, compared to those who have taken no actions (81% vs. 67%). In addition, those who have taken two or more actions are more likely to say this is very important, compared to those who have only taken one action (83% vs. 78%).

34 31 Base: Respondents who use online social networks or use the Internet for instant messaging or to browse online (N=21,510)

35 32 In all but one country, the majority of respondents think it is very important the confidentiality of their s and online instant messaging is guaranteed. Respondents in Malta (88%) and Ireland (84%) are the most likely to think this way, while those in Latvia (49%) and Lithuania (56%) are the least likely to do so. Respondents in Latvia (34%), Hungary (30%) and Estonia (29%) are the most likely to say this is fairly important, while those in Lithuania (21%), Croatia (19%) and Latvia (16%) are the most likely to say it is not important that the confidentiality of their s and online instant messaging is guaranteed. Base: Respondents who use online social networks, or use the Internet to make phone and video calls or for instant messaging (N=21,487) The socio-demographic analysis shows no differences based on age. However, respondents that have taken at least one action to protect their online security and privacy are more likely to say it is very important that the confidentiality of their s and online instant messaging is guaranteed, compared to those who have taken no actions (75% vs. 60%). In addition, those who have taken two or more actions are more likely to say this is very important, compared to those who have only taken one action (78% vs. 70%).

36 Q2.3 How important for you is each of the following things? The confidentiality of your s and online instant messaging is guaranteed (% - EU) Very important Fairly important Not very important Not at all important Don't know EU Protection of online security and privacy No actions One action At least one action Two actions or more Base: Respondents who use online social networks, or use the Internet to make phone and video calls or for instant messaging (N=21,487) 33

37 34 There is greater variation across the EU in the proportion of respondents who think it is very important that tools for monitoring their activities online (such as cookies) can only be used with their permission. Those in Malta (79%), Cyprus (75%) and Portugal (69%) are the most likely to say this, compared to 37% of respondents in Latvia and 39% in Estonia and Poland. Respondents in Poland (41%), Latvia (40%) and Slovenia (36%) are the most likely to say it is only fairly important that tools for monitoring their activities online can only be used with their permission. Respondents in Croatia (28%), Lithuania (23%) and Estonia (22%) are the most likely to say this is not important. Base: Respondents who use online social networks, or use the Internet for instant messaging or to browse online (N=21,864) The socio-demographic analysis shows those aged are the most likely to say it is very important that tools for monitoring their activities online (such as cookies) can only be used with their permission (62%), particularly compared to those aged (44%). Furthermore, respondents who have taken at least one action to protect their online security and privacy are more likely to say it is very important that tools for monitoring their activities online (such as cookies) can only be used with their permission, compared to those who have taken no actions (59% vs. 46%). In addition, those who have taken two or more actions are more likely to say this is very important, compared to those who have only taken one action (62% vs. 53%).

38 35 Base: Respondents who use online social networks, or use the Internet for instant messaging or to browse online (N=21,864)

39 36 III. MEASURES TO PROTECT PERSONAL INFORMATION AND CITIZENS' EXPECTATIONS This section of the report considers the measures that respondents take to protect their personal information online, such as using software to prevent them from seeing ads, or avoiding certain websites due to privacy fears. Respondents expectations from external parties - such as websites and software providers - when it comes to protecting their privacy are also discussed. 1 Measures taken by citizens to protect their personal information - Changing the privacy settings of their Internet browser is the action respondents are most likely to have taken to protect their personal information online Six in ten respondents 11 have already changed the privacy settings on their Internet browser (e.g. to delete browsing history or delete cookies) (60%), while four in ten respondents 12 avoid certain websites because they are worried their online activities are monitored (40%). Just over one third of respondents 13 use software that protects them from seeing online adverts (37%) while just over one quarter of respondents 14 use software that prevents their online activities from being monitored (27%) 15. Bases: First item: Respondents who use online social networks, or use the Internet to browse online (N=21,688) Second and third items: Respondents who use online social networks or use the Internet to browse online (N=21,210) Fourth item: Respondents who use online social networks, or use the Internet for instant messaging or to browse online (N=21,864) 11 Respondents who use online social networks, or use the Internet to browse online. 12 Respondents who use online social networks or use the Internet to browse online. 13 Respondents who use online social networks or use the Internet to browse online. 14 Respondents who use online social networks, or use the Internet for instant messaging or to browse online. 15 Q1 Could you tell me if? 1.1 You use software that protects you from seeing online adverts; 1.2 You use software that prevents your online activities from being monitored ; 1.3 You avoid certain websites because you are worried your online activities are monitored; 1.4 You have ever changed the privacy settings on your Internet browser (e.g. to delete browsing history or delete cookies).

40 37 In 20 Member States, the majority of respondents say they have already changed the privacy settings of their Internet browser. Those in Finland (76%) and Germany (70%) are the most likely to have done this, while those in Romania and Bulgaria (both 41%) are the least likely to have done so. There are six Member States where a majority say they have not changed the privacy settings on their browser: Romania (56%), Bulgaria, Lithuania (both 55%), Croatia (52%), Italy (51%) and Cyprus (50%). Base: Respondents who use online social networks, or use the Internet to browse online (N=21,688) The socio-demographic analysis reveals the following: Men are more likely to have changed their browser settings, compared to women (65% vs 54%). Respondents aged are the most likely to have changed their browser settings (68%-70%), particularly compared to those aged 55+ (44%). Respondents with the highest education levels and who are still studying are the most likely to have changed their browser settings (65% and 72%, respectively). The more often a respondent uses , the more likely they are to have changed their browser settings (72% vs. 23% of those who never use ). The more often a respondent uses online social networks, the more likely they are to have changed their browser settings: 68% of daily users have done so compared to 49% who never use these networks. Respondents who browse the Internet daily (68%) are the most likely to have changed their browser settings, compared to those that browse less often (28%-43%). Respondents who have taken this action are more likely to have taken each of the other actions to protect their online privacy. For example, 77% of those who use software that prevents monitoring of their online activities have changed their browser settings, compared to 54% who do not use such software.

41 38 Base: Respondents who use online social networks, or use the Internet to browse online (N=21,688)

42 39 In 23 Member States, only a minority say they avoid certain websites because they are worried their online activities are monitored. Indeed, there are only five countries where at least half say they avoid certain websites because they are worried their online activities are monitored: Portugal (56%), Malta (55%), Poland (52%), Spain (51%) and Luxembourg (50%). Base: Respondents who use online social networks or use the Internet to browse online (N=21,210) In all Member States, a minority of respondents say they use software to protect them from seeing online adverts. Base: Respondents who use social networks or use the Internet to browse online (N=21,210)

43 40 The socio-demographic analysis shows the following: Men are more likely to use software that protects them from seeing online adverts, compared to women (42% vs 31%). Respondents aged are the most likely to use software that protects them from seeing online adverts (47% vs 29%-39%). Respondents with the highest education levels and who are still studying are the most likely to use software that protects them from seeing online adverts (38% and 52%). The more often a respondent uses , the more likely they are to use software that protects them from seeing online adverts (43% vs. 20% of those who never use ). Respondents who have taken this action are more likely to have taken each of the other actions to protect their online privacy. For example, 46% of those who have changed their browser settings also use software that protects them from seeing online adverts, compared to 23% who have not changed these settings. Base: Respondents who use social networks or use the Internet to browse online (N=21,210)

44 41 Only a minority in every country uses software that prevents their online activities from being monitored, particularly in Lithuania (14%), Latvia (16%) and Romania (17%). Base: Respondents who use online social networks, or use the Internet for instant messaging or to browse online (N=21,864)

45 42 The chart below highlights that almost two thirds of respondents have taken at least one of these four actions to protect their online security and privacy (65%). Almost one quarter (24%) have only taken one action, while 41% has taken two or more. Just over one third (35%) has not taken any of these actions. Base: All respondents (N=26,526)

46 2 Expectations regarding the protection of personal information when using the internet - A large majority agree there should be a range of measures available to protect their privacy when online More than nine in ten respondents agree computer, smartphone or tablet providers should give them regular software updates to protect their information (93%), with more than seven in ten (71%) saying they totally agree. Nine in ten agree they should be able to encrypt their messages and calls, so they are only read by the recipient (90%), with 65% saying they totally agree with this 16. Almost as many (89%) agree the default settings of their browser should stop their information from being shared, with 69% in total agreement. Base: Respondents who use online social networks, or use the Internet to make phone or video calls, for instant messaging or to browse online (N=21,932) 16 Q4 To what extent do you agree or disagree with each of the following statements? 4.1 Computer, smartphone or tablet providers should give you regular software updates to protect your information; 4.2 The default settings of your browser should stop your information from being shared; 4.4 You should be able to encrypt your messages and calls, so they are only read by the recipient. Asked to respondents who use Internet calling, messaging, , social networking and/or who browse online. 43

47 44 The majority of respondents in each Member State totally agree computer, smartphone or tablet providers should give regular software updates to protect their information, especially in Malta (87%), Cyprus (85%) and Portugal (84%), while those in Estonia (57%), Slovakia and Latvia (both 61%) are the least likely to do so. At least three in ten respondents tend to agree with this statement in Luxembourg, Austria (both 30%), Latvia (31%) and Estonia (32%). Base: Respondents who use online social networks, or use the Internet to make phone or video calls, for instant messaging or to browse online (N=21,932) Given the high levels of agreement, it is not surprising there are no specific trends in the sociodemographic analysis.

48 45 In 26 Member States, a majority of respondents totally agree they should be able to encrypt their messages and calls, so they are only read by the recipient. Respondents in Malta (86%), Spain (82%) and Romania (79%) are the most likely to totally agree with this statement. In ten Member States, at least three respondents in ten tend to agree they should be able to encrypt their messages and calls, so they are only read by the recipient, especially in Lithuania, Latvia (both 33%), Luxembourg, Poland, Belgium (all 34%) and Estonia (36%). Base: Respondents who use online social networks, or use the Internet to make phone or video calls, for instant messaging or to browse online (N=21,932) The socio-demographic analysis reveals no notable differences.

49 46 In 27 Member States, the absolute majority of respondents totally agree the default browser settings should stop their information from being shared, with those in Malta (84%), Portugal (80%) and the Netherlands (78%) the most likely to say this. Three in ten respondents (30%) tend to agree with this statement in Estonia. Base: Respondents who use online social networks, or use the Internet to make phone or video calls, for instant messaging or to browse online (N=21,932) The socio-demographic analysis reveals no notable differences.

50 47 - Respondents are globally in favour of a request from a website to access their information or store tools to monitor their online activities on their devices, either the first time or each time they visit the website Respondents 17 were asked when a website should ask for their permission to access their information or store tools on their devices to monitor their online activities 18. Respondents are most likely to think this should happen the first time they enter the website, with option to change their mind (48%), while 39% think this should happen each time they enter the website. One in ten (10%) say this should never happen, as they do not want to share their personal information. Base: Respondents who use online social networks or use the Internet to browse online (N=21,210) In 22 countries, respondents are most likely to say a website should ask for their permission to access their information or store tools to monitor their online activities on their devices the first time they enter the website, with option to change their mind. Those in Latvia (68%), Finland (63%) and Belgium (60%) are the most likely to prefer this option, particularly compared to those in Malta (33%), Cyprus (35%) and Germany (37%). Respondents in Portugal and Bulgaria (both 46%) are the most likely to say the website should ask for this permission each time they enter the website. This is also the most mentioned option by respondents in Bulgaria, Malta, Cyprus (44 (%)), Hungary and Germany (both 42%). At the other end of the scale, only one in five respondents in Latvia (20%), 23% in the Czech Republic and 27% in Estonia prefer this option. 17 Respondents who use the Internet for online social networks or to browse online. 18 Q6 In your opinion, when should a website ask for your permission to access your information or store tools to monitor your online activities on your devices?

51 48 Respondents in Croatia (23%) Cyprus (19%) and Germany (19%) are the most likely to say they never want a website to ask permission because they do not want to share their personal information. Just 3% in Belgium, Bulgaria and Portugal are of the same opinion. Base: Respondents who use online social networks or use the Internet to browse online (N=21,210)

52 49 The socio-demographic analysis highlights the following differences: The youngest respondents are the least likely to prefer to be asked for this permission each time they enter a website (31% vs. 39%-42%), and the most likely to prefer to be asked the first time they enter the website, with the option to change their mind (61% vs. 38%-51%). The oldest respondents are the most likely to say they do not want to share their personal information (16% vs. 7%-9%). Respondents who use the Internet daily to browse online are the most likely to prefer to be asked for this permission the first time they enter a website (49% vs. 41%-43%), while those who browse online less often are the most likely to say they do not want to share their personal information (14%-18% vs. 9%). Base: Respondents who use online social networks or use the Internet to browse online (N=21,210)

53 3 Expectations regarding commercial calls - The majority say they receive too many unsolicited commercial calls, and they would like them to always display a special prefix Just over six in ten (61%) agree they receive too many unsolicited calls offering them goods or services, while 36% disagree 19. Q4.3 To what extent do you agree or disagree with each of the following statements? You receive too many unsolicited calls offering you goods or services (% - EU) Totally disagree 19 Don't know 3 Totally agree 40 Tend to disagree 17 Tend to agree 21 Base: Respondents who use a fixed phone line or a mobile phone (N=26,241) 19 Q4.3 To what extent do you agree or disagree with each of the following statements? You receive too many unsolicited calls offering you goods or services. Respondents were those who use a fixed line or a mobile phone. 50

54 51 There is a reasonably large variation in opinion across the EU about unsolicited calls. Respondents in Italy (60%), the UK (57%) and France (54%) are the most likely to totally agree they receive too many unsolicited calls offering them goods or services. This compares to 16% of respondents in the Czech Republic, 18% in Luxembourg, and 19% of respondents in Austria (where customers can opt-in to these calls). Base: Respondents who use a fixed phone line or a mobile phone (N=26,241) There are no notable socio-demographic differences.

55 52 Respondents who use a landline or mobile phone were asked their preferred approach for people telephoning them to sell goods or services 20. The majority of respondents think commercial calls should always display a special prefix (59%), while just over one in five (22%) think these calls should be allowed as long as they display their phone number. Very few (4%) think these calls should be allowed whether they display their phone number or not. One in ten say none of these were their preferred option (10%), while 5% say they do not know. Base: Respondents who use a fixed phone line or a mobile phone (N=26,241) In all but one Member State, the respondents are most likely to prefer commercial calls to always display a special prefix, and in 20 Member States more than half prefer this option. Respondents in France, the Netherlands (both 69%), Portugal (68%) and Finland (67%) are the most likely to prefer this option, while those in Malta (33%) and Croatia (40%) are the least likely to do so. Respondents in Malta (42%) are most likely to say commercial calls should be allowed as long as they display their phone number, and this option is also widely mentioned in Bulgaria and Cyprus (both 40%). At the other end of the scale, those in the Netherlands, France (both 14%), Hungary and Portugal (both 15%) are the least likely to prefer this option. Luxembourg is the only country where at least one in ten say these commercial calls should be allowed whether they display their number or not (12%), followed by 9% of respondents in Denmark and Croatia. In 11 Member States at least one in ten prefer none of these options, with those in Italy, Germany (both 16%) and Hungary (15%) the most likely to say this. 20 Q7 Which of the following would be your preferred approach to people telephoning you to sell goods or services?

56 53 Base: Respondents who use a fixed phone line or a mobile phone (N=26,241)

57 54 The socio-demographic analysis shows most of the differences in groups relate to the proportion who think commercial calls should always display a special prefix. This is also the preferred option for all demographic groups. Those aged 55+ are the least likely to say commercial calls should always display a special prefix (48% vs. 65%-67%). The longer a respondent remained in education, the more likely they are to say commercial calls should always display a special prefix. For example, 41% of those with the lowest education levels say a special prefix should be displayed compared to 66% of those with the highest education levels. The more often a respondent uses a mobile phone, the more likely they are to say commercial calls should always display a special prefix: 39% of those who never use a mobile phone say this, compared to 63% of daily or almost daily users. Base: Respondents who use a fixed phone line or a mobile phone (N=26,241)

58 55 4 Acceptability of possible scenarios One third of respondents 21 say it is acceptable to have their online activities monitored in exchange for unrestricted access to a certain website (33%), while the majority (64%) think this is not acceptable 22. Just over one quarter think it is acceptable for companies to share information about them without their permission, even if it helps companies provide new services they might like (27%), while more than seven in ten (71%) say this is unacceptable. Almost three quarters (74%) say it is not acceptable to pay in order not to be monitored when using a website while only one quarter of respondents 23 (24%) say it is acceptable,. Bases: First and third items: Respondents who use online social networks or use the Internet to browse online (N=21,210) Second item: Respondents who use a fixed phone, a mobile phone or the Internet (N=26,293) 21 Respondents who use the Internet for online social networks or to browse online. 22 Q5 To what extent do you find each of the following things acceptable or not? 5.1 Having your online activities monitored (for example what you read, the websites you visit) in exchange for unrestricted access to a certain website.; 5.2 Companies sharing information about you without your permission, if this helps them to provide you with new services you may like; 5.3 Paying not to be monitored when using a website. 23 Respondents who use a fixed phone, a mobile phone or the Internet.

59 56 In all Member States, only a minority of respondents think it is acceptable to have their online activities monitored in exchange for unrestricted access to a certain website. Those in Finland (47%), Hungary (46%) and Luxembourg (43%) are the most likely to say this is acceptable, while those in Cyprus (15%), Greece (22%) and the Netherlands (23%) are the least likely to say so. Base: Respondents who use online social networks or use the Internet to browse online (N=21,210) The socio-demographic analysis highlights the following differences: The older the respondent, the less likely they are to say it is acceptable to have their online activities monitored in exchange for unrestricted access to a certain website. For instance, 45% of the youngest respondents say it is acceptable to have their online activities monitored, compared to 24% of those aged 55+. Those who never use the Internet to browse online are the most likely to say this is acceptable (40% vs. 29%-34% of those who do use the Internet to browse).

60 57 Base: Respondents who use online social networks or use the Internet to browse online (N=21,210)

61 58 Once again, only a minority in each country thinks it is acceptable for companies to share information about them without their permission, even if it helps companies provide new services they might like. Those in Romania, Latvia (both 44%) and Slovakia (41%) are the most likely to say this is acceptable, particularly compared to respondents in Denmark (15%), Cyprus (16%) and the UK (18%). Base: Respondents who use a fixed phone, a mobile phone or the Internet (N=26,293) The socio-demographic analysis shows: The older the respondent, the less likely they are to say it is acceptable for companies to share information about them without their permission: 42% of the youngest respondents say this is acceptable, compared to 21%-29% of older respondents. Those who never use the Internet to browse online are the least likely to say this is acceptable (21% vs. 26%-28% of those who use the Internet to browse).

62 59 Base: Respondents who use a fixed phone, a mobile phone or the Internet (N=26,293)

63 60 Latvia (48%) and Slovakia (43%) are the only countries where at least four in ten say it is acceptable to pay not to be monitored when using a website, and 34% in the Czech Republic and 33% in Finland think the same way. At the other end of the scale, 15% of respondents in the Netherlands and Denmark, and 17% in France think it is acceptable to pay not to be monitored. Base: Respondents who use online social networks or use the Internet to browse online (N=21,210) The socio-demographic analysis reveals no notable differences.