The protection of vulnerable consumers is a concern for many Europeans, according to the latest Flash Eurobarometer 566. This EU-wide survey focused on consumer perceptions of energy services, the information sources they use when choosing their energy providers, and areas for improvement in energy markets to better serve consumers.  

In order to accelerate the clean energy transition in a manner that leaves no-one behind, understanding citizens’ behaviour and trust in the energy market is essential. The study found that 38% of Europeans call for better protection of energy-poor and vulnerable consumers. Having better clarity and transparency in the energy bills ranks second as area of improvement in the energy market, with only one third of respondents fully understanding their bills.  

Regarding trust in the energy market and energy providers, results are more uneven. More than two thirds of consumers trust their electricity and gas providers for fair prices, but provider reputation and service quality are prioritized beyond price.  

The findings underscore the need for clearer communication, better consumer protections, and simplified processes to support the shift toward cleaner energy. Key themes such as affordability, consumer protection, and empowerment will be central in the upcoming European Affordable Housing Plan, planned for next week, as well as in the Citizens Energy Package.   

The Eurobarometer was conducted between 30 June and 15 July 2025 across the 27 Member States. Overall, 18 250 interviews were conducted over the telephone (landline and mobile phones). 

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