Online retailer survey 2023
Every year, the online retailer survey conducted by the Zurich University of Applied Sciences (ZHAW) examines the state of online retail and current trends in this area. This year's study focused on the topics of sales growth, payment in e-commerce and artificial intelligence.
Trends in the e-commerce market: developments and emerging changes.
Artificial intelligence (AI): The use of artificial intelligence in online retail.
Payment methods: Insights into current trends and developments in payment methods.
Challenges: Difficulties, problems and obstacles faced by online stores.
The online retailer survey is a comprehensive analysis of the e-commerce market: current trends, challenges, innovations and long-term prospects.
Payrexx achieves top position
Payrexx emerged as the most popular payment service provider (PSP) among Swiss SMEs in the 2023 online merchant survey, outperforming PayPal, Saferpay and PostFinance . The steadily increasing market share and the remarkable growth rate show that Payrexx's offering meets the requirements that Swiss SMEs have for a payment provider.
Payrexx's Net Promoter Score (NPS), which is a key figure for customer satisfaction and loyalty, also speaks for itself. It is measured on the basis of customers' willingness to recommend Payrexx to others and, with a value of 50, is exceptionally high compared to the competition.
Focus Switzerland
The broad geographical origin and the different business models of the online retailers surveyed help to paint a comprehensive picture of the e-commerce market in the region and take into account the diversity of players and challenges in online retail. 74 percent of respondents come from Switzerland, while 23 percent of Austrian online retailers also took part.
Business-to-Consumer (B2C)
82 percent of the participating online stores operate in the B2C segment.
Business-to-Business (B2B)
45 percent of these are online stores in the B2B sector.
Manufacturer direct sales (D2C)
14 percent of the online stores surveyed were active in the D2C segment.
Guest article: Trade after Corona
A guest article reflects on the long-term effects of the coronavirus lockdowns on the distribution of consumer goods and notes that the jump in e-commerce sales will even out in the long term. The lockdowns have also led to overdistribution in non-food retail, which presents suppliers with the challenge of having to differentiate themselves from the competition.
Artificial intelligence (AI) in e-commerce
The results of the study show that 63% of the online retailers surveyed use AI tools for content creation, personalized recommendations, chatbots and predictive analytics, among other things. By using these tools, they hope to improve the shopping experience for customers and optimize operational processes.
Publisher of the online retailer survey
The online retailer survey is a study conducted by the E-Commerce Lab at the Institute of Marketing Management at the Zurich University of Applied Sciences (ZHAW). It is being conducted jointly with the Management Center Innsbruck (MCI).