Statistical analysis of consumer complaints – PRIPOT

Commissioned by: Ministry of Economy, Enterpreneurship and Crafts
Project duration: November 2017 – February 2018
Project manager: Ivan Žilić


The purpose of the project was to analyze consumer complaints received by the Ministry of Economy, Entrepreneurship and Crafts (MINGO), thereby detecting major legal categories and geographic centers of consumer rights violations. The foundation of the project was around thirty thousand individual complaints, which resulted in tabular and graphical representations of main conclusions regarding the violation of consumer rights. The results of the analysis were presented in the form of graphs and tables which were used in a brochure published by MINGO. In cooperation with the Ministry, trends and characteristics of consumer rights violations were linked on the regional level with the demographic, educational and economic structure of individual regions. The basic characteristics and trends of violations of consumer rights were obtained with methods of descriptive statistics. Linking these with the regional characteristics was done by multivariate analysis.