For the seventh time, the Zurich University of Applied Sciences (ZHAW), together with the University of Applied Sciences North-western Switzerland (FHNW) for the first time, conducted the annual online retailer survey. The comprehensive study always provides important insights into the trends and challenges in e-commerce and is therefore essential reading for interested online retailers.

If you want to study the 2024 online retailer survey in detail, you can download it here.

This year, 624 online shops from Switzerland, Austria, and other countries were surveyed on various topics – such as which payment methods they offer, which distribution channels they serve, or which payment providers they rely on. On the latter question, Payrexx performed very well and with 18 percent of mentions continues to be one of the most popular Payment Service Providers for Swiss SMEs and online retailers.

Asian marketplaces increase the pressure

The most important part of the survey is the so-called “E-Commerce Worry Barometer,” where retailers talk about their biggest challenges. As in 2023, the current market situation also represents the main concern this year: the competition is continuously growing and the price pressure continues to increase.

The worry barometer of this year’s online retailer survey shows: the current market situation, including the increasing competition, is particularly challenging for Swiss online retailers.

A significant event was the elimination of industrial tariffs on January 1, 2024: Previously, certain import duties were levied on specific imported goods to protect domestic producers from foreign competitors. However, now Asian platforms such as Temu or Shein can import their goods into Switzerland without additional costs – and thus offer them even cheaper.

So how can you, as a retailer, stand up against the increasing competitive pressure from Asia? The online retailer survey 2025 also provides important inputs and strategies, which we summarize for you below.

1. Promise quality – and deliver!

The product looked great in the pictures, but shortly after arriving at home, disappointment sets in: the goods are cheaply made, smaller than promised, or look completely different from the pictures. You can use exactly these negative experiences to your advantage. Also, 78 percent of the surveyed retailers try to differentiate themselves through the quality of the products. You should convey this accordingly in the product description.

The following points speak for the quality of your goods or services:

• Your product manufacturing is fair, sustainable, and environmentally friendly.

• Your products are handmade and unique.

• You guarantee the functionality of your goods and offer warranties.

• Your quality is supported by positive reviews and quotes from customers.

2. Be reachable, via mail, phone, or live chat

A major shortcoming of the Asian giant markets is their impersonal touch. Customers are quickly processed, receive AI-generated mass mails, and often struggle for hours with support. At the same time, more and more people have the desire for a positive shopping experience. 62 percent of the surveyed online retailers stated that they differentiate themselves through top customer service.

This is how you can improve customer service:

Always treat your customers kindly and show them understanding.

• Always treat your customers kindly and show them understanding.

• Always treat your customers kindly and show them understanding.

• Provide a choice of low-threshold contact options, such as a live chat on your website.

• Be reachable not only via mail but also by phone for your customers.

  
  
  

  

The online retailer survey 2024 lists a variety of possible USPs (Unique Selling Propositions) through which Swiss SMEs can stand out.

3. Deliver quickly and accept returns

A significant disadvantage of the Asian competition is their geographic distance: those who order from Temu and Co. often have to wait weeks for their products. You, on the other hand, can benefit from short transport and distribution routes. 44 percent of all participants in the online retailer survey 2024 indicated that they differentiate themselves through a fast delivery against foreign platforms. With 39 percent of mentions, a generous returns policy also seems important.

To differentiate yourself in these points, the following steps could help:

• Strive for a timely shipment of your products – ideally the same day. If necessary, work with a professional logistics partner for this.

• Communicate the expected delivery times and be realistic.

• Allow your customers to track the status of their shipment live.

• Take back damaged or unwanted goods without much discussion and provide compensation for affected customers – either through a discount on the next purchase or a refund of the purchase price.

4. Offer a wide selection of payment methods

The ordering process at Temu and Co. is associated with some hurdles. On the one hand, buyers have to provide a multitude of data – including address and phone number – and on the other hand, the selection of payment methods is severely limited. In addition to credit and debit cards, there is only the choice of TWINT, PayPal, Google Pay, or Klarna for purchase on account.

All of these are also included in your Payrexx account, along with much more. This is how you optimize the payment process for your customers together with Payrexx:

• Find out which payment methods your customers prefer and offer them specifically and without much effort.

• Gain access to over 200 national and international payment methods thanks to Payrexx and thereby expand your customer base.

• Use the increasingly popular mobile wallets like PostFinance Pay, Apple Pay, or Samsung Pay, which thanks to Payrexx are all quickly and easily integrated into your online shop.

• Benefit from the highest security standards for you and your customers.

Together with Payrexx, you can make the payment process for your customers as quick and easy as possible. So that they prefer to shop in your online store in the future, rather than with one of the Asian major retailers.