Chamber of Digital Economy published a report on sustainable and ethical e-commerce in 2021


According to the report of the Chamber of Digital Economy “E-commerce: sustainable and ethical”, the first Polish study on CSR and ethics in e-business, more than half of e-consumers, when choosing an online store, take into account whether a given vendor is a socially responsible company and operates in accordance with the principles of sustainable development.

E-consumers are more likely to buy in an online store that minimises its negative impact on the environment. As many as 71% of Poles buying online declare that they notice whether the package they receive is packaged in an environmentally friendly way, and 49% would pay extra for such a solution. Respondents agree that CSR nowadays is a “must be” for companies if they want to be competitive in the market (4.12 on a scale of 1-6). It is therefore worthwhile for companies to invest in being more environmentally friendly.

The Chamber of Digital Economy report “E-commerce: sustainable and ethical” comes at a critical moment for the e-commerce industry. The report on CSR and ethics in e-business clearly indicates that e-consumers find it essential for an online store or a marketplace to act in a socially responsible way and accordance with the principles of sustainable development. Polish e-consumers also believe that the conscious approach of Polish e-commerce to the issue of sustainable and ethical e-business gives e-traders a considerable advantage in the international arena in building cross-border e-commerce and online exports.

 – summarized Patrycja Sass-Staniszewska, CEO of the Chamber of Digital Economy.

  Benefits to the planet and image

Three out of four e-consumers say that an e-company involved in CSR activities positively influences its image. Additionally, in the opinion of almost half of online shoppers (48%), whether a given e-shop sells certified products positively influences its image, and 49% of people look more favorably on brands providing and participating in social reports.

As many as 64% of respondents in the study indicate that the Polish e-commerce market is more sustainable and higher rated than those outside the European Union. This higher rating is attributed to closer deliveries,  transparency and social commitment of e-commerce companies.

 Marta Mikliszańska, Head of Sustainability and Public Affairs at Allegro – We are glad that the number of good practices that can attract conscious customers and employees is growing, proving that Polish e-commerce can develop dynamically in a sustainable way!

E-consumers value accurate information about return policies (52%) and the claims process (50%). Half of all consumers perceive that returning goods purchased online harms the environment.

 A new report, “E-commerce: sustainable and ethical”, prepared by the Chamber of Digital Economy and the Mobile Institute, makes the e-commerce sector representatives think about the effectiveness of their actions. The study, conducted separately among sellers and consumers, revealed differences in awareness of CSR issues. Corporate social responsibility practices implemented by the e-commerce sector are often not noticed by customers who are not yet familiar with these mechanisms. The report accurately shows the areas where this problem occurs and which are worth working on – says Jacek Kinecki, CCO of Przelewy24.

The study “E-commerce” shows that people buying online prefer transparent information about products. The basis is detailed information about the origin of the article, its composition, method of delivery, and above all, information about whether the entire production and confectioning do not adversely affect the environment.

 Honesty and trust should be the foundation of building customer relationships in any business, and building an ethical business is not an option but an obligation. In the era of intensive development of e-commerce, building a solid foundation to understand the impact on the economy̨, society and the environment and delineating the principles of business are an essential basis for its sustainable development – summarised Jakub Czerwiński, VP CEE Adyen.

 Sustainable and ethical e-commerce key to customer’s heart

Analysing the path of an e-consumer choosing an online store step by step, we notice that they pay attention to the price and choose the lower one. Invariably, 55% of buyers are guided by the price when choosing an online store. Then, stores with lower prices will prefer those with a higher quality of products and recognised brands. Also, it looks more attractive to the customer if the seller is doing business in an environmentally friendly way and all products are certified.

A Transparent return policy and complaint process also encourage e-consumers and based on this data we can draw valuable conclusions helpful in the development of e-commerce. It is worth having on the e-store pages in a  place that is easily visible to customers information such as composition, certificates and origin of products, returns and complaint policy, comprehensive shipping information and information about social initiatives in which the brand is involved. Without this information, e-consumers may simply choose not to shop at a given e-store.

For more information and data, please visit the website of the Chamber of Digital Economy-

 About the study

The study was conducted by Mobile Institute on behalf of the Chamber of Digital Economy in October 2021 on a group of more than 1530 consumers and 54 individuals who represent companies involved in CSR in the e-commerce market. The Main Partners of the project are Allegro and Przelewy24. The supporting Partner is Adyen.

Contact for media:

Marta Zagożdżon

Press spokesman


Phone:605 073 929

 About the Chamber of Digital Economy

The Chamber of the Digital Economy represents and supports the interests of companies related to the electronic commerce market in Poland, with particular emphasis on companies associated with The Chamber of the Digital Economy. The mission of The Chamber of the Digital Economy is the development of the Polish digital economy industry through cooperation, exchange of know-how, legislative actions and solid and effective representation of common interests in the dialogue with the institutions of the Polish government, the European Union and non-governmental organisations in the country and abroad.

The main objectives of the Chamber of Electronic Economy are:

  • to represent and support the economic interests of companies related to the electronic economy market in Poland, with particular emphasis on companies associated with the Chamber;
  • development of the economy in its various branches in Poland and Europe through the use of  technical, information and communication innovations (ICT), including the Internet as well as hardware and software and their practical applications in business;
  • supporting entrepreneurs by providing knowledge (know-how) and technological solutions;
  • supporting society in using digital solutions.