Consumer rights and consumer organizations in the Czech Republic

Transcription

1 Special Eurobarometer European Commission Consumer rights and consumer organizations in the Czech Republic Fieldwork April 2006 Publication June 2006 Special Eurobarometer 256 / Wave 65.7 TNS Opinion & Social This survey was requested by Directorate General HEALTH AND CONSUMER RIGHTS and coordinated by Directorate General COMMUNICATION This document does not represent the point of view of the European Commission. The interpretations and opinions contained in it are solely those of the authors.

2 Table of Contents Introduction Problems that people encounter when shopping and how these are resolved Do consumers encounter problems in selected shopping situations? How do consumers solve problem situations? Knowledge of consumer rights Do consumers know their rights? Would consumers like to be more informed about their rights? Trust in the legal system Consumer rights in the Czech Republic and in the European Union Consumer associations Where do consumers seek information about their rights? What sources of information about their consumer rights do consumers trust? Awareness of consumer associations SOS Sdružení Obrany Spotřebitelů Would consumers be willing to support an independent association protecting their rights? TEST magazine Conclusions Margin of error

3 Introduction In the period from 13 to 27 April 2006, a survey focusing on consumer rights was carried out in the Czech Republic. It was implemented by the TNS Opinion & Social consortium as part of an ongoing public opinion survey project called Eurobarometer. Data were collected and the results evaluated by the TNS AISA agency. The survey was carried out using a representative sample of 1,000 citizens of the Czech Republic, aged 15 years and over, who answered a series of questions on several themes. Problem situations that arise during the purchase of goods and services experience, possible solutions Awareness of consumer rights Awareness and use of the services of associations working in the field of consumer protection. The goal of the study is to enable measuring the effects of an information campaign being carried out by the European Union. This campaign is taking place in May and June 2006 and focuses on consumer rights in the Czech Republic. In the first wave of the survey, the results of which are presented in this report, the public s awareness of consumer rights before the information campaign took place is measured. We could expect that the public s knowledge of consumer rights in the Czech Republic would be at a low level, as would its awareness of the associations dealing with consumer protection, and its declared willingness to support such associations. The campaign has a target group of year old, urban citizens with secondary or higher education. Conclusions are therefore presented for the entire population and for socio-demographic categories, if relevant differences have been recorded in this respect

4 1. Problems that people encounter when shopping and how these are resolved 1.1. Do consumers encounter problems in selected shopping situations? The majority of respondents (6) have not encountered any of the selected problems focused on by the survey. 23% encountered one of the selected problem situations. Problems when shopping are mostly encountered by people aged years, managers and people living in the capital. On the other hand, in the recent past, few problems have been encountered by older respondents aged 55 years and more (70%) and old age pensioners (72%). We must note, that probably several respondents have not encountered these problems since they have not purchased products or services from the suppliers in question. The most frequent problems mentioned by respondents include problems with fixed phone or mobile phone companies and insurance companies (graph for question Q1). On the other hand, problems with tour operators/travel agencies and airlines or charter flight companies were cited the least frequently. This is the result of a less frequent use of these services

5 Q1 Have you recently had any problems with...? (N=1127) Yes No Not relevant Fix telephone and\ or mobile phone companies 17% 82% Insurance companies 1 86% Shops selling computers\ electronic devices 7% 89% Shops selling household devices (washing machine, etc.) 6% 90% Buying from salesmen at the door 6% 78% 15% Buying on the Internet or from a mail order catalogue 6% 82% 12% Consumer credit providers (shops or banks) 5% 83% 1 Tour operators\ Travel agencies 88% 9% Airlines or charter flight companies 82% 16% When analysing results for individual respondent groups, the following significant differences were observed: - problems with fixed phone and / or mobile phone companies were encountered by self-employed persons (26%); however, older respondents aged 55 years and more (12%) and old-age pensioners (10%) cited having these problems least frequently. - problems with insurance companies were encountered by respondents aged years (15%) and self-employed persons (2); in contrast, older respondents (8%) and old-age pensioners (6%) had these problems least frequently. - problems in shops selling computers/electronic devices were encountered by students (12%) and managers (14%) most frequently. - problems in shops selling household appliances were encountered by respondents aged years (10%) and people living in bigger households; on the other hand, younger respondents aged years (), students () and people living on their own (0%) mentioned these problems least frequently

6 - problems when buying from salesmen at the door were encountered by manual workers (10%) and house-persons (10%). - problems when buying on the Internet or from a mail order catalogue were encountered more frequently (1) by respondents in Prague (where the Internet is used by 66% of the population at least sometimes, compared to the country average of 53%, source - TNS AISA Omnibus 2006), by students (10%) and young respondents aged years (1) - in other words, by those people who might be expected to buy on the Internet more frequently. - problems with consumer credit providers (shops or banks) were least frequently mentioned by older people aged 55 years or more (2%). It would appear that respondents in this age-group seem to use instalment selling or consumer credit products to only a limited extent. Almost one-fifth of respondents in this age group consider this question to be irrelevant. - problems with tour operators/travel agencies were encountered by respondents in Prague (6%) and managers (9%) most frequently. - problems with airlines or charter flight companies were not encountered by any group of respondents to a significantly higher extent than the others

7 1.2. How do consumers solve problem situations? Customers who had encountered any problem recently were asked how they had solved the problem in question or how they generally solved problems. Results are presented in the graph for question Q2. Respondents could give multiple answers. The majority of consumers try to solve a problem directly with the seller of goods or the service provider in the shop (66%). However, they also seek information about their rights (26%) and ask advice from friends and/or family (25%) relatively often. The filing of an official complaint (court, authorities) (9%), consultation of a lawyer (9%) or asking for help from a consumer association (8%) are not frequently used solutions. One in ten respondents who ran into a problem situation chose to take a passive attitude and did nothing in particular. Q2 In general, what do you do when this happens to you? (N=434) You complain in the shop 66% You seek information about your rights You ask advice from friends and\ or family 26% 25% You do nothing in particular You file an official complaint (court, authorities) You consult a lawyer You ask help from a consumer association 1 9% 9% 8% DK,NA Information about their rights is more often sought by people from Prague (40%) or from other big cities (36%). Young people aged years (40%) and students (5) ask advice from friends and/or family most often

8 2. Knowledge of consumer rights 2.1. Do consumers know their rights? 19% of the respondents declared they knew their consumer rights very well or fairly well in almost every situation (5-6 situations out of the six surveyed). On the other hand, 14% of respondents admit not to know their rights in any of the situations. Q3 Do you think that you know your rights as a consumer knows in various his/her rights in 5-6 situations? (N=1127) problematic situations 14% 19% knows his/her rights in 3-4 problematic situations 3 knows his/her rights in 1-2 problematic situations 36% does not know his/her rights in any of the problematic The best informed people are: the most educated people (who stopped their full-time education at the age of 20 or later 3) self-employed persons (36%) and managers (40%) respondents from Prague (30%) On the other hand, the least informed people are: older people aged 55 years and more (19%) and people living alone (23%) respondents with a low level of education (who stopped their full-time education at the age of 15 29%). Respondents know their consumer rights best when buying an electronic or household appliance and when dealing with problems with their telephone bills. On the other hand, they have least awareness of their consumer rights when buying a ticket for a flight

9 Q3 Do you think that you know your rights as a consumer in each of the following situations? (N=1127) Yes, very well Yes, fairly w ell No, hardly No, not at all DK,NA When an electronic or household device you just bought does not work properly 18% 59% 18% 5% When you have a problem with your phone bill 9% 49% 28% 12% When you buy on the Internet or from a mail catalogue 7% 27% 26% 35% 5% When you take a package holiday trip 5% 35% 32% 24% When taking out a credit to make a major purchase (car, washing machine, etc.) 5% 40% 36% 17% When you have bought a ticket for a flight 17% 29% 45% 7% When taking out a credit to make a major purchase (car, washing machine, etc.), consumer rights are best known to respondents aged years (55%) more educated respondents (who stopped their full-time education at the age of years 49%, or at the age of 20 years and later 55%). In contrast, consumer rights are least known to: the youngest respondents aged years (3), and oldest respondents aged 55 years and more (35%). In case of problems with telephone bills, consumer rights are best known to: managers (70%) and self-employed persons (70%). On the other hand, these rights are least known to: the least educated persons (who stopped their full-time education by the age of 15 44%) old-age pensioners (52%) and respondents living on their own (47%)

10 When taking a package holiday trip, consumer rights are best known to: middle-aged respondents years (47%) the most educated people (who stopped their full-time education at the age of 20 or later 57%) self-employed persons (65%) and managers (59%) respondents living in Prague (53%) or any other big city (48%). On the other hand, such rights are least known to: older respondents aged 55 years and more (33%), old-age pensioners (28%) and people living on their own (29%) less educated respondents (they stopped their full-time education by the age of 15 17%). When buying on the Internet or from a mail order catalogue, consumer rights are best known to: younger respondents (students 55%, respondents aged years 50% and aged years 44%) the most educated people (who stopped their full-time education at the age of 20 or later 47%) self-employed persons (56%) and managers (53%) However, these rights are least known to: older respondents aged 55 years and more (18%), old-age pensioners (15%) and people on their own (2) the least educated persons (who stopped their full-time education by the age of 15 10%) When buying a ticket for a flight, consumer rights are best known to: the most educated people (who stopped their full-time education at the age of 20 or later 35%) managers (39%) and self-employed persons (32%) people living in Prague (33%) or any other big city (25%)

11 In contrast, such rights are least known to: older respondents aged 55 years and more (14%) and old-age pensioners (1) the least educated respondents (who stopped their full-time education by the age of 15 5%). In a situation when an electronic or household appliance they just bought does not work properly, consumer rights are best known to: the most educated people (who stopped their full-time education at the age of 20 or later 88%) self-employed persons (9) and managers (90%) However, these rights are least known to: older respondents aged 55 years and more (7) and old-age pensioners (70%) the least educated respondents (who stopped their full-time education by the age of 15 66%)

12 2.2. Would consumers like to be more informed about their rights? People in the Czech Republic are generally interested in knowing more about their consumer rights. Depending on a specific shopping situation, from 43% to 75% of the respondents would be interested in such information. Q4 Would you be interested in knowing more about your rights? (N=1127) Yes, very interested Yes, fairly interested No, fairly not interested No, not at all interested DK,NA When an electronic or household device you just bought does not work properly 33% 42% 2 When you have a problem with your phone bill 25% 39% 29% 5% When you take a package holiday trip 20% 34% 34% 10% When you buy on the Internet or from a mail catalogue 19% 29% 32% 17% When taking out a credit to make a major purchase (car, washing machine, etc.) 19% 38% 3 9% When you have bought a ticket for a flight 16% 27% 35% 19% Young people aged years, people with families (3-4 family members) and people with higher levels of education (who finished their full-time education at the age of 20 years or later) are those groups that are the most interested in information about their consumer rights. People up to 24 years old and students are much more interested in information about buying on the Internet and the purchase of air tickets or holidays specifically

13 2.3. Trust in the legal system Only around one in ten respondents (13%) thinks that the Czech justice system is efficient in punishing people who cheat consumers. Students (26%) and young people up to the age of 24 years (22%) take a more positive attitude. Q5B In general, would you say that the czech justice is efficient in punishing people that cheat consumers? (N=1127) 46% 37% 3% 12% Very efficient Fairly efficient Fairly inefficient Not at all efficient DK,NA 2.4. Consumer rights in the Czech Republic and in the European Union Approximately one-third of respondents believe that they as consumers have less consumer rights than citizens of other European Union countries. Q5a As a czech citizen, would you say that you have more, less or the same consumer rights as citizens of other European Union countries? (N=1127) 7% 32% More Less The same DK,NA 60% 60% of the respondents are sure that they have the same rights vis-à-vis sellers of goods and service providers as consumers from other EU countries. More positive answers tend to come from students (69%) and young people up to the age of 24 years (68%) as in the preceding case. Self-employed persons (72%) are also more optimistic. On the other hand, older respondents aged 55 years and more (5) are the least frequently sure about this. However, a significant part of Czech citizens (32%) perceive their consumer rights as unequal in comparison to other EU countries

14 3. Consumer associations 3.1. Where do consumers seek information about their rights? Most respondents would seek information about their rights from a consumer association (57%). The finding that almost half the respondents (43%) would address a shopkeeper directly may be surprising. Only very few respondents (4%) would contact the European Union Information Office in the Czech Republic. Q6 From the following list, where would you go for information or advice about your consumer rights? (N=1127) A consumer association\ magazine Shopkeepers Law yers Friends and\ or relatives The European Union information office in Czech Republic The Government Other DK,NA 4% 3% 2% 35% 34% 43% 57% Compared to the whole population, the following are the groups who would go for information about their rights to a consumer association/magazine: the most educated respondents (who stopped their full-time education at the age of 20 or later 70%) self-employed persons (68%)

15 The European Union Information Office in the Czech Republic is cited a little more frequently by young people aged years (8%), self-employed people (9%) and respondents from Prague (9%). The following graph shows a comparison of preferred consumer rights information sources depending on the educational level of respondents. Q6 From the following list, where would you go for information or advice about your consumer rights? (N=1127) A consumer association\ magazine Shopkeepers Friends and\ or relatives Law yers The European Union information office in Czech Republic The Government Other DK,NA 4% 5% 4% 7% 0% 2% 2% 5% 3% 3% 5% 4% 2% 3% 6 70% 56% 32% 47% 34% 45% 4 46% 24% 35% 37% 30% 42% 36% 26% student end of education at the age of 20 yrs or later (N=182) end of education at the age of yrs (N=708) end of education at the age of 15 yrs or less (N=95)

16 3.2. What sources of information about their consumer rights do consumers trust? As in the preceding question, consumer associations/magazines have the best score among the alternatives presented. More than half of the respondents surveyed (5) trust them. Younger people aged years (58%) and the most educated respondents (who stopped their full-time education at the age of 20 years and later 64%) tend to trust them most. Q7 Who of the following would you trust the most to give you correct information and advice on your consumer rights? (N=1127) A consumer association\ magazine 5 Lawyers 22% Friends and\ or relatives 10% Shopkeepers The European Union information office in Czech Republic The Government 2% 8% Other DK,NA 4% The following graph shows a comparison of trust in consumer right information sources depending on the educational level of the respondents. Q7 Who of the following would you trust the most to give you correct information and advice on your consumer rights? (N=1127) A consumer association\ magazine Law yers Friends and\ or relatives Shopkeepers The Government The European Union information office in Czech Republic Other DK,NA 30% 16% 23% 23% 24% 1 5% 9% 23% 8% 4% 9% 10% 4% 0% 3% 2% 2% 4% 3% 7% 4% 5% 50% 52% 64% student end of education at the age of 20 yrs or later (N=182) end of education at the age of yrs (N=708) end of education at the age of 15 yrs or less (N=95)

17 3.3. Awareness of consumer associations Respondents were asked which organisations, associations or magazines dealing with protection of consumer rights they know. Awareness in this area is low as 60% of the respondents could not recall any institution without help. Spontaneously, the best-known institution is D-test magazín (15%), which is published by Občanské sdružení spotřebitelů TEST. Other entities recognised include Sdružení Obrany Spotřebitelů SOS (9%) and Sdružení Českých Spotřebitelů SČS (6%). The most educated respondents (who stopped their full-time education at the age of 20 or later), self-employed persons and managers generally tend to be more aware of these institutions. As for questioned knowledge when offered help (see graph Q8b1), Sdružení Obrany Spotřebitelů SOS (35%) is best known. Q8b1 Have you ever heard of? (N=1127) Yes No SOS - Sdružení Obrany Spotřebitelů 35% 65% D TEST magazín 30% 70% SČS - Sdružení Českých Spotřebitelů 29% 7 Spotřebitelský poradenský a informační servis 24% 76% Q-Magazín 15% 85% Centrum spotřebitelskopodnikatelských vztahů a ochrany spotřebitele 13% 87% Self-employed persons, who most often recognise a greater number of organisations (13% of them know five of the six organisations listed and onethird know half of the organisations listed), young people aged years and respondents with higher levels of education have the highest awareness of the institutions listed

18 Older people aged 55+ years (45% do not know any institution), old-age pensioners (50% do not know any institution) and the least educated people (who stopped their full-time education by the age of 15 years 60% do not know any institution) are the least informed about the existence of institutions dealing with consumer rights. Q8B1 Awareness of organisastions dealing with protection of consumer rights (N=1127) 13% 3% 7% 35% does not know any of the organisations knows 1 out of 6 offered organisations knows 2 out of 6 offered organisations knows 3 out of 6 offered organisations 19% knows 4 out of 6 offered organisations knows 5 out of 6 offered organisations 22% knows all organisations

19 3.4. SOS Sdružení Obrany Spotřebitelů People hear about Sdružení spotřebitelů SOS on TV most often (55%). The second most frequent information channel is the press (13%). Only 12% of respondents heard about SOS from their friends and/or relatives. This way of hearing about SOS is most common among young people aged years (22%). The Internet served as an information medium to younger people aged years (14%) more often. Q9 Where did you hear about this organization? (N=391) On TV In the Press From friends and\ or relatives On the radio On the Internet Other DK,NA 8% 6% 4% 13% 12% 55% Although more than one-third of consumers know Sdružení Obrany Spotřebitelů, only 4% of those knowing it had actually made use of its services. Q10 Did you ever ask this organization for information or advice? (N=391) 4% yes no 95% Those respondents that had experience with Sdružení Obrany Spotřebitelů evaluated its services positively. (The results are, however, only purely for indicative purposes, as only 16 respondents answered this question.)

20 Most respondents (80%) who had heard about Sdružení Obrany Spotřebitelů, would be sure or likely to recommend it to their friends or relatives. All the groups of respondents have a positive attitude to SOS. Q12 Would you encourage your friends or relatives to ask SOS for information and\ or advice? (N=391, know SOS) 3% 17% 32% Yes, definitely Yes, probably No, probably not No, definitely not DK,NA 47%

21 3.5. Would consumers be willing to support an independent association protecting their rights? 52% of the respondents would not support any independent consumer institution financially (see the graph Q13 below). This may, to a certain extent, be explained by the fact that most respondents (6) have not experienced any of the consumer problems focused on in the survey. The most educated and younger respondents show a greater willingness to give their support. Q13 Willingness to support an independent consumer association by any means (N=1127) 52% 48% at least by one of the means by none of the means Those willing to help such an institution would choose a form of payment whereby a percentage of their taxes would be given to such an association instead of being paid to the Government (37%). Only 10% of respondents would choose a direct membership fee. Q13 Would you be w illing to support an independent consumer association by? (N=1127) yes no DK,NA Giving this association a percentage of your taxes instead of paying them to the Government 37% 58% 6% Giving this association a donation which you can deduct from your income taxes 29% 64% 7% Paying an annual membership fee of 300 Czech Krona 10% 85% 5%

22 3.6. TEST magazine Interest in subscribing to the consumer magazine, TEST, was shown by 25% of the respondents. Q14 Would you be interested to subscribe to the following (non-profit) consumer magazine? (N=1127) 6% 25% yes no DK,NA 69% They were mostly: people aged years (34%) self-employed persons (43%) house-persons (38%) The least interested groups were: the least educated persons (who stopped their full-time education by the age of 15 9%) older respondents aged 55 years and more (13%) and old-age pensioners (1). Between 41 and 62% of respondents showed an interest in various types of consumer magazines, depending on the type of information offered in such magazines. Q15 Would you be interested in a consumer magazine that? (N=1127) Yes No gives you information on safety of food and non-food products, on health, health care and nutrition? 62% 36% 57% 39% gives you information about your rights\ advice on insurance, bank services, travel or real estate? 4 56%

23 Interest in a consumer magazine that would give results of independent comparative tests of quality and price of products (household and electronic devices, laundry detergents or food products) was shown most often by: people aged years (70%) the most educated people (who stopped their full-time education at the age of 20 or later 66%) people living in the country or in a village (35%). Interest in a consumer magazine that would give information about rights/advice on insurance, bank services, travel or real estate was shown most often by: people aged years (50%) the most educated people (who stopped their full-time education at the age of 20 or later 50%) self-employed persons (62%), managers (52%) and housepersons (52%). Interest in a consumer magazine that would give information on safety of food and non-food products, on health, health care and nutrition was shown most often by: women (68%) house-persons (78%) and self-employed persons (7)

24 4. Conclusions A consumer rights survey in the Czech Republic has been carried out for the first time under the coordination of TNS Opinion. These results will serve as a starting point for a comparison with the situation that will be measured in the next wave after the European Union information campaign has taken place and when albeit will be possible to assess the efficiency of the funds Spent. At this point, it is possible to characterise the situation in the area of consumer rights in the Czech Republic, based on the data collected, as follows: The awareness of the citizens of the Czech Republic about consumer rights is at a relatively low level. Only one-fifth of respondents were sure about their consumer rights in all the cited problem situations. Younger and more educated people are better informed. This also applies to managers and selfemployed persons. As far as regional differences are concerned, awareness of consumer rights is at its highest level in Prague. On the other hand, it is important to note that more than 60% of Czech respondents have not encountered any problem situation when buying goods and services (or perhaps they have not purchased them). And, where problems have occurred, these were most often situations when dealing with fixed phone and / or mobile phone companies or with insurance companies. Where respondents have a problem, they mostly try to solve it directly in the shop. They make up for their missing awareness of their consumer rights by seeking further information or they consult with their friends and relatives about their shopping problems. Institutionalized means of problem solving, such as filing an official complaint (court, specialised authority), consulting a lawyer or asking for help from a consumer association, are not usual

25 Czech consumers awareness of their rights is at its best in the case of goods and services that they buy and consume most often when buying electronic/household appliances and when complaining about telephone bills. On the other hand, consumers are poorly informed about their rights in less familiar situations, such as buying a ticket for a flight. The finding that a vast majority of respondents (more than 80%) do not believe that the Czech justice system is efficient in punishing people who cheat consumers is cautionary. Moreover, one-third of respondents consider their consumer rights to be less than those of other citizens of the EU. Where Czech consumers encounter a problem and need help about their rights, they would, first of all, contact one of the specialised organisations. The problem is that the majority of respondents do not know any or only know one consumer organisation active in the Czech Republic. Sdružení Obrany Spotřebitelů SOS, D Test magazín and Sdružení Českých spotřebitelů are the best known. Almost nobody trusts the Czech Government or the EU Information Office in the Czech Republic either. Nearly half the respondents would support an independent consumer association. The most preferred form of support is by means of the payment of a percentage of their taxes that would be given to an association instead of being paid to the Government. Respondents were generally very interested in magazines giving information on tests of quality and price of various products. Presumably, more efforts are required regarding awareness of consumer rights in the Czech Republic. A relatively high proportion of the public is however interested in knowing more about their rights. This relative openness of Czechs offers a good basis for the planned information campaign

26 Margin of error Reliability interval: Sample size Percentage of answers: 0,95 3% 5% 10% 15% 20% 25% 30% 35% 40% 45% 50% 50 2,8% 4,7% 6,0% 8,3% 9,9% 11, 12,0% 12,7% 13,2% 13,6% 13,8% 13,9% 100 2,0% 3,3% 4,3% 5,9% 7,0% 7,8% 8,5% 9,0% 9,3% 9,6% 9,8% 9,8% 150 1,6% 2,7% 3,5% 4,8% 5,7% 6,4% 6,9% 7,3% 7,6% 7,8% 8,0% 8,0% 200 1,4% 2,4% 3,0% 4,2% 4,9% 5,5% 6,0% 6,4% 6,6% 6,8% 6,9% 6,9% 250 1,2% 2, 2,7% 3,7% 4,4% 5,0% 5,4% 5,7% 5,9% 6, 6,2% 6,2% 300 1, 1,9% 2,5% 3,4% 4,0% 4,5% 4,9% 5,2% 5,4% 5,5% 5,6% 5,7% 350 1,0% 1,8% 2,3% 3, 3,7% 4,2% 4,5% 4,8% 5,0% 5, 5,2% 5,2% 400 1,0% 1,7% 2, 2,9% 3,5% 3,9% 4,2% 4,5% 4,7% 4,8% 4,9% 4,9% 450 0,9% 1,6% 2,0% 2,8% 3,3% 3,7% 4,0% 4,2% 4,4% 4,5% 4,6% 4,6% 500 0,9% 1,5% 1,9% 2,6% 3, 3,5% 3,8% 4,0% 4,2% 4,3% 4,4% 4,4% 550 0,8% 1,4% 1,8% 2,5% 3,0% 3,3% 3,6% 3,8% 4,0% 4, 4,2% 4,2% 600 0,8% 1,4% 1,7% 2,4% 2,9% 3,2% 3,5% 3,7% 3,8% 3,9% 4,0% 4,0% 650 0,8% 1,3% 1,7% 2,3% 2,7% 3, 3,3% 3,5% 3,7% 3,8% 3,8% 3,8% 700 0,7% 1,3% 1,6% 2,2% 2,6% 3,0% 3,2% 3,4% 3,5% 3,6% 3,7% 3,7% 750 0,7% 1,2% 1,6% 2, 2,6% 2,9% 3, 3,3% 3,4% 3,5% 3,6% 3,6% 800 0,7% 1,2% 1,5% 2, 2,5% 2,8% 3,0% 3,2% 3,3% 3,4% 3,4% 3,5% 850 0,7% 1, 1,5% 2,0% 2,4% 2,7% 2,9% 3, 3,2% 3,3% 3,3% 3,4% 900 0,7% 1, 1,4% 2,0% 2,3% 2,6% 2,8% 3,0% 3, 3,2% 3,3% 3,3% 950 0,6% 1, 1,4% 1,9% 2,3% 2,5% 2,8% 2,9% 3,0% 3, 3,2% 3,2% ,6% 1, 1,4% 1,9% 2,2% 2,5% 2,7% 2,8% 3,0% 3,0% 3, 3,