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1 EUROPE DIRECT Contact Centre Quarterly report for January - March 2014 CONTENTS page Enquiries by country and channel 2 Enquiries by language and channel 3 Enquiries by economic category 4 Enquiries by subject 5 Selected hot topics by country 6 Trends in the volumes of EDCC enquiries - year to year comparison 7 Data extraction date: 18/04/2014 at 10:38
2 Enquiries by country and channel Country SMS Chat¹ Phone Total ,906 1,969 3, , ,447 United Kingdom ,793 1,513 3, ,682 1,467 3,218 Spain , ,688 Belgium ,106 1,125 2,265 Netherlands ,350 Portugal Sweden Greece Poland Romania Bulgaria Ireland Czech Republic Denmark Hungary Finland Croatia Cyprus Slovenia Slovakia Luxembourg Lithuania Malta Latvia Estonia Total EU ,071 11,600 29, % , , % Unspecified Unspecified , , % - 1,000 2,000 3,000 4,000 5,000 6,000 7,000 Grand Total 179 1,640 24,865 12,139 38, % 4.2% 64.0% 31.3% Ranking of countries by share of phone calls, and chat Obsolete² ,652 1,678 6, % United Kingdom Spain Belgium Netherlands Portugal Sweden Greece Poland Romania Bulgaria Ireland Czech Republic Denmark Hungary Finland Croatia Cyprus Slovenia Slovakia Luxembourg Lithuania Malta Latvia Estonia Phone Chat¹ SMS ¹ On the chat channel, citizens are not asked to divulge their country of origin. The data is thus only available in relatively few cases and must be interpreted with care. ² Types of messages (newsletter, eccentric messages, advertising etc.) which generally do not require a reply. 2 / 7
3 Enquiries by language and channel Language SMS Chat¹ Phone Total English 139 1,343 12,374 3,469 17, % French ,470 2,182 4, % German ,966 1,948 4, % Italian 6-1, , % Spanish 3-1, , % Dutch , % Portuguese % Polish % Greek % Swedish % Romanian Bulgarian % Czech % Hungarian % Croatian % Finnish % Slovak % Slovene % Danish % Lithuanian % Latvian % Estonian % Maltese % Irish % Greek German French Finnish Dutch Slovene Czech Bulgarian Swedish Polish Portuguese Italian Slovak Spanish Hungarian Maltese Romanian Danish Estonian English Latvian Croatian Lithuanian Irish 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Total 179 1,640 24,865 12,139 38,823 Proportion of enquiries, sorted by proportion of phone enquiries ¹ Chat is only available in German, English and French. Phone Chat¹ SMS 3 / 7
4 Enquiries by economic category, if known Economic category Enquiries Employed 7, % Student, Trainee, Researcher, etc 2, % Self-employed 2, % Unemployed, Jobseeker 1, % Retired 1, % Homemaker, not seeking employment % Other % Unspecified 23, % Total 38,823 Self-employed 13.7% Unemployed, Jobseeker 10.8% Retired 8.7% Homemaker, not seeking employment Other 0.5% Student, Trainee, Researcher, etc 17.7% Employed 47.3% Excluding "Unspecified" cases. Given their large percentage, data must be interpreted with care. 4 / 7
5 Enquiries by subject Top 10 subjects Enquiries EU general, EU Institutions and Member States 5, % Employment, social affairs and inclusion 3, % Justice, fundamental rights and citizenship 3, % Education / Training / Youth 2, % Consumer / Food safety / Public health 1, % Environment 1, % Enterprise and industry 1, % Foreign Policy 1, % Air Passengers' Rights 1, % Home affairs 1, % Total 23,326 EU general, EU Institutions and Member States Employment, social affairs and inclusion Justice, fundamental rights and citizenship Education / Training / Youth Consumer / Food safety / Public health Environment Enterprise and industry Foreign Policy Air Passengers' Rights Home affairs 0 1,000 2,000 3,000 4,000 5,000 6,000 Other subjects Enquiries Other specific policies including Energy and transport, Customs and taxation, DEVCO/ EUROPEAID, Internal Market and services, Economic and monetary affairs, Regional policy, External trade, Competition, Agriculture and rural development, Research and innovation, Enlargement, Culture, Information Society and media, Fisheries and maritime affairs, ECHO. 7, % Out of scope 2, % Research Enquiry Service 3, % Service-related issues 1, % Publication Orders % Trade info request service % Export Helpdesk % EIT % Rail Passengers' Rights % Total 15,497 Grand Total 38,823 5 / 7
6 Selected hot topics by country Ukraine EP 2014 Stray dogs Unspecified Country Enquiries Country Enquiries Country Enquiries 22.8% Poland Belgium United Kingdom 20 Spain 20 Sweden 3 Belgium 20 United Kingdom 15 Romania 3 Netherlands 19 Belgium % 18 Portugal 10 United Kingdom 1 15 Netherlands 10 Spain 1 Other EU Spain 12 Sweden 9 1 countries Portugal Sweden Spain Sweden 10 9 Portugal - 5.9% 1.7% 1.7% 2.1% Portugal 10 Bulgaria 6 Netherlands - Cases regarding the political situation in Ukraine by country of residence Slovakia 9 Slovenia 5 Bulgaria - Czech Republic 7 Denmark 5 Slovenia - Unspecified Other EU Bulgaria 4 Greece 4 Denmark - 9.0% countries Lithuania 3 Luxembourg 3 Greece % Finland 2 Romania 3 Luxembourg - 3.8% Ireland 2 Hungary 3 Hungary - Estonia 2 Malta 3 Malta - Latvia 2 Poland 3 Poland - Hungary 1 Cyprus 2 Cyprus - Romania 1 Ireland 2 Ireland - Sweden Slovenia 1 Croatia 2 Croatia - Malta - Czech Republic 1 Czech Republic - Netherlands Luxembourg - Latvia 1 Latvia - 3.8% Denmark - Lithuania - Lithuania - Portugal Belgium United Kingdom Spain Greece - Estonia - Estonia - 3.8% 5.3% 5.6% 7.5% Cyprus - Slovakia - Slovakia - Cases related to the European Elections by country of residence Croatia - Finland - Finland - Total EU 271 Total EU 232 Total EU Unspecified 132 Unspecified 24 Unspecified 2 Total 580 Total 266 Total 73 Sweden 4.1% 6.8% Romania 4.1% 9.5% Poland 5.2% Spain 4.1% United Kingdom 4.8% United Kingdom Belgium Netherlands 3.3% 3.1% 2.6% 15.8% 13.9% 8.6% Unspecified 2.7% Belgium 19.2% Cases regarding the stray dogs by country of residence 5 6 / 7
7 Trends in the volumes of EDCC enquiries - year to year comparison Month TOTAL TOTAL TOTAL SMS Calls s Chat TOTAL SMS Calls s Chat TOTAL SMS Calls s Chat TOTAL January-March 26,447 27,111 23, ,523 14,112 1,074 24, ,348 16,129 1,122 27, ,139 24,865 1,640 38,823 April-June 25,426 24,932 19, ,055 14, , ,164 15,863 1,341 27,479 0 July-September 23,308 23,216 18, ,319 14, , ,991 17,762 1,449 29,326 0 October-December 23,900 22,591 18, ,759 13, , ,932 18,188 1,191 28,455 0 TOTAL 99,081 97,850 79, ,656 56,718 3,733 97, ,435 67,942 5, , ,139 24,865 1,640 38, % 37.6% 58.2% 3.8% 0.5% 34.9% 60.1% 4.5% 0.5% 31.3% 64.0% 4.2% 45,000 40,000 35,000 30,000 25,000 20,000 15,000 10,000 5, January-March April-June July-September October-December 7 / 7
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