The survey of online Comerciante, which was conducted for the sixth consecutive time by the Zurich University of Applied Sciences (ZHAW) and the Management Center Innsbruck (MCI), counted 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 direct-to-consumer (D2C) sales (activities in several sectors possible). Since 2017, the survey has highlighted the most important trends and developments in the e-commerce market, and is supported by the Swiss Trade Association, among others. The entire study can be read on the Payrexx website.

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

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

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

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

In addition to the most popular payment solutions, the survey has also highlighted other interesting developments. Artificial intelligence (AI) is becoming increasingly important in e-commerce. The results show that 63 percent of surveyed online Comerciante use AI tools in their business processes. These tools are used for content creation, personalised recommendations, chatbots, predictive analytics, and other applications. Online Comerciante expect to improve the shopping experience for customers and optimise operational processes with the use of these tools. Payrexx is also aware of the importance of AI and actively uses this and other advanced technologies in daily work.

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

Continuous innovation and customer focus as the secret of Payrexx's success

"We are extremely proud of the results of the 2023 survey," 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 lead the way in meeting the ever-changing demands of e-commerce."

When asked what the secret behind Payrexx's success is, Ivan Schmid says:

"Payrexx provides everything the heart of an SME desires. Our Comerciante 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 cryptocurrency payments, and bob invoice from a single source with a single acceptance contract. Payrexx is also compatible with all major shop systems, and our customers benefit from first-class customer service, ranging from same-day onboarding (for registration by 16:00) to comprehensive support that is available to advise and assist with any questions."

This is Payrexx

Founded in Thun in 2015, Payrexx is a payment institution specialising in the processing of digital payment methods. The Swiss company operates a self-developed payment platform as a registered Payment Facilitator of Mastercard and VISA, which unites a total of 40 payment providers and more than 200 payment methods and currencies from around the world via a single interface.

Over 50,000 satisfied customers already process their online payments across Europe via Payrexx. These include well-known brands and companies such as BKW, Carvolution, Zweifel Pomy-Chips, Hotelcard, the SBB, Swisscom and also the Swiss Post. Users of Payrexx have the opportunity to use an agile platform that is simple to use and technologically highly innovative. Through the offered e-commerce tools (Pages, Paylink, Invoice, Donation, QR Pay, Terminal), Comerciante receive an all-in-one solution that is highly effective and has a labour-reducing effect.

All Payrexx systems are built with redundancy to ensure the highest level of availability and are certified according to the strictest PCI-DSS Level 1 standards.