The online retailer survey, which was conducted for the sixth time in a row by the Zürcher Hochschule für angewandte Wissenschaften (ZHAW) and the Management Center Innsbruck (MCI), included a total of 598 participating online shops, of which 441 (74%) are from Switzerland. 82 percent of them operate in the Business-to-Consumer (B2C) sector, 45 percent in the Business-to-Business (B2B) sector, and 14 percent in the Manufacturer Direct Sales (D2C) sector (activity in several sectors is possible). Since 2017, the online retailer survey has been shedding light on the most important trends and developments in the e-commerce market and is supported, among others, by the Swiss Retail Federation. The entire study can be read on the Payrexx website.

Payrexx as number 1 payment service provider in Switzerland - with outstanding customer satisfaction

A key part of the study was to find out which Payment Service Provider (PSP) online retailers use to process online transactions. The results of the survey are clear: after Payrexx was in second place last year, the company from Thun has now taken first place, leaving both PostFinance (4th) and Saferpay (3rd) and PayPal (2nd) behind. The steadily growing market share and impressive growth rate demonstrate that Payrexx is meeting the demands that Swiss SMEs have on a payment provider with its offering and work approach. Payrexx's Net Promoter Score (NPS), which is a metric for customer satisfaction and loyalty, speaks for itself. It is measured based on the willingness of customers to recommend and, at Payrexx, scores a remarkably high 50 compared to the competition.

As the online retailer survey also shows, credit card, TWINT*, Invoice, PostFinance*, and PayPal are the most commonly used payment methods in online shops, but innovative mobile payment solutions and Buy Now Pay Later (BNPL) solutions are also gaining popularity. Online retailers are generally eager to integrate innovative payment solutions and offer their customers a wide range of options.

AI tools in e-commerce: A crucial role for success

Besides the most popular payment solutions, the online retailer survey also highlighted other interesting developments. Thus, artificial intelligence (AI) is gaining increasing importance in e-commerce. The results show that 63 percent of surveyed online retailers use AI tools in their business processes. These tools are used for content creation, personalized recommendations, chatbots, predictive analytics, and other applications, among other things. Online retailers hope that by using these tools, they can improve the shopping experience for customers and optimize operational processes. Payrexx is also aware of the importance of AI and actively uses these and other advanced technologies in everyday work.

Furthermore, the online survey also showed a trend away from self-developed online shops and towards the increasing use of online shop systems. Leaders are WordPress (WooCommerce, 14%), Magento (Adobe Commerce, 11%), Shopware (8%), and Shopify (8%).

Continuous innovation and customer orientation as Payrexx's secret to success

"We are extremely proud of the results of the Online Retailer Survey 2023," says Ivan Schmid, founder and CEO of Payrexx. "These results show that our efforts to offer innovative payment services and a seamless user experience are appreciated by our customers. We will continue to be at the forefront to meet the ever-changing demands of e-commerce."

When asked what Payrexx's secret to success is, Ivan Schmid replies:

"Payrexx offers everything a small business desires. Our merchants have access to all locally important payment methods at the touch of a button, and we are the only provider in Switzerland to offer the payment methods TWINT, PostFinance, Mastercard, VISA, Samsung Pay, Google Pay, Swiss QR Invoice, Centi for crypto payments, and bob invoice from a single source with an acceptance contract. Furthermore, Payrexx is compatible with all major shop systems, and our customers benefit from a first-class customer service, which ranges from same-day onboarding (for registration until 4:00 p.m.) to comprehensive support that is available for advising and assisting with any questions."

This is Payrexx

Payrexx was founded in Thun in 2015 and has specialized as a payment institution in the processing of digital payment methods. The Swiss company operates as a registered payment facilitator for Mastercard and VISA a self-developed payment platform which unifies a total of 40 payment providers and more than 200 payment methods and currencies from around the world through a single interface.

More than 50,000 satisfied customers across Europe are already processing their online payments via Payrexx. These include well-known brands and companies such as BKW, Carvolution, Zweifel Pomy-Chips, Hotelcard, the SBB, Swisscom, and the Swiss Post. Users of Payrexx have the opportunity to make use of an agile platform that is simple to operate and, in addition, highly innovative technologically. The e-commerce tools offered (Pages, Paylink, Invoice, Donations, QR Pay, Terminal) provide retailers with an all-in-one solution that is highly effective and has a labor-reducing effect.

All of Payrexx's systems are redundantly designed, guarantee the highest level of fail-safety, and are certified according to the strictest PCI-DSS Level-1 guidelines.