Behavioural Study on the transparency of online platforms : Final report

The overall purpose of this Behavioural Study on the Transparency of Online Platforms is to understand the impact of enhanced transparency on consumer trust and behaviour in searching and selecting goods and services on online platforms in three specific areas: Area #1: The general criteria used by platform operators to decide which items are shown to users, in which order, and at what level of saliency, including the disclosure of ownership or contractual relationships that may influence these criteria. Area #2: The identity and the legal status of the contracting parties involved in transactions enabled or facilitated by the platforms (e.g. whether the consumer would be entering a contract with the platform provider or some other retailer or service provider and whether that person is acting as a trader within the meaning of EU consumer law or not). Area #3: The quality controls established by platform operators (or lack thereof) on user review, rating and endorsement systems, e.g. verification of origin and authenticity, incentives linked to entries, screening / censorship, right to rebuttal of affected parties, etc.