Are consumers being deceived by online reviews?

On the 20 January 2021, the European Commission and national consumer protection authorities published the results of an EU-Wide website screening (“sweep”) of online customer reviews. Our Risk Consulting team examines the results of this sweep.

Sweeps are conducted on a yearly basis and comprise of website screening to identify breaches of consumer law in a particular online market. These sweeps are coordinated by the European Commission and carried out simultaneously by national enforcement authorities in participating countries.

Concerning results

The European Commission with 26 member states, Norway and Iceland checked 223 major websites for misleading customer reviews. The key findings from the sweep identified that two thirds of the online shops, marketplaces, booking websites, search engines and comparison service sites analysed, triggered doubts about the reliability of the reviews.

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